From dlubowa at africaonline.co.ug Mon Dec 1 04:27:17 2003 From: dlubowa at africaonline.co.ug (David Lubowa) Date: Mon, 1 Dec 2003 12:27:17 +0300 Subject: [rt-users] RT3 Error Message-ID: Dec 1 12:20:15 ns2 RT: [Mason] Cannot resolve file to component: /var/www/rt3/share/html/index.html (is file outside component root?) at /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/ApacheHandler.pm line 847. (/usr/local/rt3/lib/RT.pm:247) Dec 1 12:20:17 ns2 RT: [Mason] Cannot resolve file to component: /var/www/rt3/share/html/index.html (is file outside component root?) at /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/ApacheHandler.pm line 847. (/usr/local/rt3/lib/RT.pm:247) what could cause this ...i get 404 page not found on my webserver yet i have the right path to the index.html can someone shed some light on this issue for me ..... thanx a bunch -- cheers David Ziggy Lubowa Customer Support Engineer Africa online Uganda Ltd. 5th Floor Commercial Plaza Plot 7 Kampala, Uganda Tel: +256-41 258143 Mob: +256-78 323338 Fax: +256-41 258144 email: dlubowa at africaonline.co.ug www.africaonline.com From mjj at isorauta.ntc.nokia.com Mon Dec 1 04:26:06 2003 From: mjj at isorauta.ntc.nokia.com (Mike Jackson) Date: Mon, 1 Dec 2003 11:26:06 +0200 Subject: [rt-users] Do not autoreply to certain addresses Message-ID: <20031201092606.GC8731@isorauta.ntc.nokia.com> Hi, Is there a way to modify the on create autoreply scrip so that it will not send an autoreply to one certain address, for example? Thanks, Mike From cubic at acronis.ru Mon Dec 1 04:29:18 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 01 Dec 2003 12:29:18 +0300 Subject: [rt-users] RT3 Error In-Reply-To: References: Message-ID: <3FCB09EE.8040803@acronis.ru> David Lubowa wrote: > > Dec 1 12:20:15 ns2 RT: [Mason] Cannot resolve file to component: > /var/www/rt3/share/html/index.html (is file outside component root?) at > /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/ApacheHandler.pm line 847. > (/usr/local/rt3/lib/RT.pm:247) > Dec 1 12:20:17 ns2 RT: [Mason] Cannot resolve file to component: > /var/www/rt3/share/html/index.html (is file outside component root?) at > /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/ApacheHandler.pm line 847. > (/usr/local/rt3/lib/RT.pm:247) > > > what could cause this ...i get 404 page not found on my webserver yet i have > the right path to the index.html can someone shed some light on this issue > for me ..... Wrong RT_SiteConfig.pm. Good luck. Ruslan. > > > thanx a bunch From dlubowa at africaonline.co.ug Mon Dec 1 04:40:43 2003 From: dlubowa at africaonline.co.ug (David Lubowa) Date: Mon, 1 Dec 2003 12:40:43 +0300 Subject: [rt-users] RT3 Error In-Reply-To: <3FCB09EE.8040803@acronis.ru> Message-ID: what should i have in it ....i have "1;" -- cheers David Ziggy Lubowa Customer Support Engineer Africa online Uganda Ltd. 5th Floor Commercial Plaza Plot 7 Kampala, Uganda Tel: +256-41 258143 Mob: +256-78 323338 Fax: +256-41 258144 email: dlubowa at africaonline.co.ug www.africaonline.com -----Original Message----- From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Sent: Monday, December 01, 2003 12:29 PM To: dlubowa at africaonline.co.ug Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] RT3 Error David Lubowa wrote: > > Dec 1 12:20:15 ns2 RT: [Mason] Cannot resolve file to component: > /var/www/rt3/share/html/index.html (is file outside component root?) at > /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/ApacheHandler.pm line 847. > (/usr/local/rt3/lib/RT.pm:247) > Dec 1 12:20:17 ns2 RT: [Mason] Cannot resolve file to component: > /var/www/rt3/share/html/index.html (is file outside component root?) at > /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/ApacheHandler.pm line 847. > (/usr/local/rt3/lib/RT.pm:247) > > > what could cause this ...i get 404 page not found on my webserver yet i have > the right path to the index.html can someone shed some light on this issue > for me ..... Wrong RT_SiteConfig.pm. Good luck. Ruslan. > > > thanx a bunch From hwagener at hamburg.fcb.com Mon Dec 1 06:26:34 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Mon, 1 Dec 2003 12:26:34 +0100 Subject: [rt-users] Statistics don't show graphs In-Reply-To: <25847453-2367-11D8-8561-003065F8930E@kesslerundpartner.biz> References: <25847453-2367-11D8-8561-003065F8930E@kesslerundpartner.biz> Message-ID: <3833C1EC-23F1-11D8-B216-003065DC18B8@hamburg.fcb.com> Am 30.11.2003 um 19:58 schrieb Daniel Kleine-Albers: > Hello, > > i just installed the Statistics package which is in the contrib code > directory. But now the statistics don't show any graphs. I installed > GD::Graph and it's dependencies (libgd). IMHO the versions should be > correct. Any hints? > > Thanx, > Daniel > There is a bug in RTFM that breaks the Statistics package. A new release of Statistics is in the works. See the mailing list archive for a fix, or wait some more... Regards, Harald From vuori at geo0-hel-fi.magenta.net Mon Dec 1 06:34:17 2003 From: vuori at geo0-hel-fi.magenta.net (Valtteri Vuorikoski) Date: 01 Dec 2003 11:34:17 +0000 Subject: [rt-users] RT3.0.6, RTFM2.0.1, FastCGI: CLI losing Message-ID: I have installed RT3.0.6 and RTFM2.0.1 with FastCGI on Solaris + Apache 1.3 + Perl 5.8.2 to replace a 2.0 installation. This seems to be working well, except for the CLI. For some reason it is interpreting the command as a ticket id. This is after fixing the problem with the extra newline in RTFM. (I couldn't find a mention of this problem in the archives.) Any suggestions for a fix? My perl is unfortunately quite bad. [11:10] vuori ~% rt edit ticket/5 set status=deleted POST http://localhost:27081/REST/1.0/edit Content-Length: 101 Content-Type: multipart/form-data; boundary=xYzZY Cookie: RT_SID=XXX --xYzZY Content-Disposition: form-data; name="content" status: deleted id: ticket/5 --xYzZY-- HTTP/1.1 200 OK Connection: close Date: Mon, 01 Dec 2003 11:14:18 GMT Server: Apache/1.3.27 (Unix) mod_fastcgi/2.4.2 Content-Type: text/plain; charset=ISO-8859-1 Client-Date: Mon, 01 Dec 2003 11:14:19 GMT Client-Peer: 127.0.0.1:27081 Client-Response-Num: 1 Client-Transfer-Encoding: chunked RT/3.0.6 200 Ok # Unknown object type: edit status: deleted id: ticket/5 -- Valtteri Vuorikoski MagentaSites Oy From maxb at ukf.net Mon Dec 1 07:15:01 2003 From: maxb at ukf.net (Max Bowsher) Date: Mon, 1 Dec 2003 12:15:01 -0000 Subject: [rt-users] RT3 Error References: Message-ID: <005201c3b804$cfafa2c0$78d96f83@starfruit> David Lubowa wrote: > Dec 1 12:20:15 ns2 RT: [Mason] Cannot resolve file to component: > /var/www/rt3/share/html/index.html (is file outside component root?) at > /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/ApacheHandler.pm line 847. > (/usr/local/rt3/lib/RT.pm:247) > Dec 1 12:20:17 ns2 RT: [Mason] Cannot resolve file to component: > /var/www/rt3/share/html/index.html (is file outside component root?) at > /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/ApacheHandler.pm line 847. > (/usr/local/rt3/lib/RT.pm:247) > > > what could cause this ...i get 404 page not found on my webserver yet i have > the right path to the index.html can someone shed some light on this issue > for me ..... Is your /var/www/rt3 a symlink? I got this error message when I did that, and worked around it by putting the full actual path into my httpd.conf, instead of a path involving symlinks. Max. From daniel at codata.com.br Mon Dec 1 07:23:52 2003 From: daniel at codata.com.br (Daniel A. Melo) Date: 01 Dec 2003 09:23:52 -0300 Subject: [rt-users] RT3 Hacker's Guide? Message-ID: <1070281432.22540.0.camel@p50> Hi all, I need some docs about Rt3 scripping, like rt2 hackers guide. anyone know some usefull links? Thanks, -- Daniel A. Melo Consultor em Seguran?a da Tecnologia da Informa??o MCSO - Modulo Certified Security Officer From dlubowa at africaonline.co.ug Mon Dec 1 07:48:40 2003 From: dlubowa at africaonline.co.ug (David Lubowa) Date: Mon, 1 Dec 2003 15:48:40 +0300 Subject: [rt-users] RT3 Error In-Reply-To: <005201c3b804$cfafa2c0$78d96f83@starfruit> Message-ID: No it is not a symlink, i have the absolute path in my httpd.conf DocumentRoot "/var/www/rt3/share/html" and thats basically what i have , anything you think i should look into changing..?? -- cheers David Ziggy Lubowa Customer Support Engineer Africa online Uganda Ltd. 5th Floor Commercial Plaza Plot 7 Kampala, Uganda Tel: +256-41 258143 Mob: +256-78 323338 Fax: +256-41 258144 email: dlubowa at africaonline.co.ug www.africaonline.com -----Original Message----- From: Max Bowsher [mailto:maxb at ukf.net] Sent: Monday, December 01, 2003 3:15 PM To: dlubowa at africaonline.co.ug; rt-users at lists.fsck.com Subject: Re: [rt-users] RT3 Error David Lubowa wrote: > Dec 1 12:20:15 ns2 RT: [Mason] Cannot resolve file to component: > /var/www/rt3/share/html/index.html (is file outside component root?) at > /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/ApacheHandler.pm line 847. > (/usr/local/rt3/lib/RT.pm:247) > Dec 1 12:20:17 ns2 RT: [Mason] Cannot resolve file to component: > /var/www/rt3/share/html/index.html (is file outside component root?) at > /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/ApacheHandler.pm line 847. > (/usr/local/rt3/lib/RT.pm:247) > > > what could cause this ...i get 404 page not found on my webserver yet i have > the right path to the index.html can someone shed some light on this issue > for me ..... Is your /var/www/rt3 a symlink? I got this error message when I did that, and worked around it by putting the full actual path into my httpd.conf, instead of a path involving symlinks. Max. From maxb at ukf.net Mon Dec 1 08:41:37 2003 From: maxb at ukf.net (Max Bowsher) Date: Mon, 1 Dec 2003 13:41:37 -0000 Subject: [rt-users] RT3 Error References: Message-ID: <012801c3b810$d9ead820$78d96f83@starfruit> David Lubowa wrote: > No it is not a symlink, i have the absolute path in my httpd.conf > > DocumentRoot "/var/www/rt3/share/html" > > and thats basically what i have , anything you think i should look into > changing..?? > > David Lubowa wrote: >> Dec 1 12:20:15 ns2 RT: [Mason] Cannot resolve file to component: >> /var/www/rt3/share/html/index.html (is file outside component root?) at >> /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/ApacheHandler.pm line 847. >> (/usr/local/rt3/lib/RT.pm:247) >> Dec 1 12:20:17 ns2 RT: [Mason] Cannot resolve file to component: >> /var/www/rt3/share/html/index.html (is file outside component root?) at >> /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/ApacheHandler.pm line 847. >> (/usr/local/rt3/lib/RT.pm:247) >> >> >> what could cause this ...i get 404 page not found on my webserver yet i have >> the right path to the index.html can someone shed some light on this issue >> for me ..... > > Is your /var/www/rt3 a symlink? I got this error message when I did that, > and worked around it by putting the full actual path into my httpd.conf, > instead of a path involving symlinks. What does this command show:? egrep '^\$MasonComponentRoot' /var/www/rt3/lib/RT.pm Max. From Matthew.Brealey at sterlingrelocation.com Mon Dec 1 09:24:46 2003 From: Matthew.Brealey at sterlingrelocation.com (Matthew Brealey) Date: Mon, 1 Dec 2003 14:24:46 -0000 Subject: [rt-users] Running rt windows setup fails downloaing eoin-perl Message-ID: <045172CEBC8BE149840DC80C2CFE4A6BB268AF@nltmailgate.sterlingrelocation.com> I have tried rt-3.0.6.exe from http://www.fsck.com/pub/rt/contrib/3.0/ It gets to 'downloading oin-perl.exe', downloads the file, but at 100% restarts and tries again. After two tries it gives up and the installation fails. I have tried this on three separate machines; can anyone suggest a reason, reproduce the problem, or else tell me where I can download oin-perl separately? PS. This problem also occurs with all the various other dependencies too. From jesse at bestpractical.com Mon Dec 1 11:23:58 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 1 Dec 2003 11:23:58 -0500 Subject: [rt-users] RT3.0.6, RTFM2.0.1, FastCGI: CLI losing In-Reply-To: References: Message-ID: <20031201162358.GZ18918@fsck.com> On Mon, Dec 01, 2003 at 11:34:17AM +0000, Valtteri Vuorikoski wrote: > > I have installed RT3.0.6 and RTFM2.0.1 with FastCGI on Solaris + > Apache 1.3 + Perl 5.8.2 to replace a 2.0 installation. This seems to > be working well, except for the CLI. For some reason it is > interpreting the command as a ticket id. This is after fixing the > problem with the extra newline in RTFM. (I couldn't find a mention of > this problem in the archives.) > > Any suggestions for a fix? My perl is unfortunately quite bad. The CLI saw signifcant improvements for 3.0.7 (and even more for 3.0.8, but that's not out yet ;) But you're likely being bitten by the fact that /opt/rt3/share/html/Callbacks/RTFM/autohandler/Default has a newline it shouldn't have. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From vuori at geo0-hel-fi.magenta.net Mon Dec 1 11:58:22 2003 From: vuori at geo0-hel-fi.magenta.net (Valtteri Vuorikoski) Date: 01 Dec 2003 16:58:22 +0000 Subject: [rt-users] RT3.0.6, RTFM2.0.1, FastCGI: CLI losing In-Reply-To: Jesse Vincent's message of "Mon, 1 Dec 2003 11:23:58 -0500" References: <20031201162358.GZ18918@fsck.com> Message-ID: Jesse Vincent writes: > The CLI saw signifcant improvements for 3.0.7 (and even more for 3.0.8, > but that's not out yet ;) > > But you're likely being bitten by the fact that > /opt/rt3/share/html/Callbacks/RTFM/autohandler/Default > has a newline it shouldn't have. I already removed the only spare newline that I could see, alas that only fixed the "malformed response" error that I got first. It is still thinking that "edit" is an object and I get # Unknown object type: edit priority: 3 id: ticket/5 and nothing happens to ticket 5. -- Valtteri Vuorikoski MagentaSites Oy From jesse at bestpractical.com Mon Dec 1 12:02:13 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 1 Dec 2003 12:02:13 -0500 Subject: [rt-users] RT3.0.6, RTFM2.0.1, FastCGI: CLI losing In-Reply-To: References: <20031201162358.GZ18918@fsck.com> Message-ID: <20031201170213.GB18918@fsck.com> On Mon, Dec 01, 2003 at 04:58:22PM +0000, Valtteri Vuorikoski wrote: > Jesse Vincent writes: > > > The CLI saw signifcant improvements for 3.0.7 (and even more for 3.0.8, > > but that's not out yet ;) > > > > But you're likely being bitten by the fact that > > /opt/rt3/share/html/Callbacks/RTFM/autohandler/Default > > has a newline it shouldn't have. > > I already removed the only spare newline that I could see, alas that only > fixed the "malformed response" error that I got first. It is still > thinking that "edit" is an object and I get > > # Unknown object type: edit > > priority: 3 > id: ticket/5 > > and nothing happens to ticket 5. And there's a fastcgi issue we've fixed in the core. Try 3.0.8pre1? -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From rwood3 at hallmark.com Mon Dec 1 16:50:39 2003 From: rwood3 at hallmark.com (Robert Wood) Date: Mon, 1 Dec 2003 15:50:39 -0600 Subject: [rt-users] No ticket specified error when submitting comments/replies using IE 6 Message-ID: Users who are attempting to add replies or comments to tickets using IE version 6 are having the browser hang and no action is made. In the error log the following message occurs at the same time: No ticket specified () (/opt/rt3/share/html/Elements/Error:53) This is RT 3.0.6. We do not seem to have the problem using other browsers. Unfortunately, IE v6 is the standard browser at our site. We're getting lots of complaints from users who want to roll back to RT v2. Thanks, Rob From robertg at linearcorp.com Mon Dec 1 16:56:42 2003 From: robertg at linearcorp.com (Robert Gorman) Date: Mon, 1 Dec 2003 13:56:42 -0800 Subject: [rt-users] making Owner automatic Message-ID: <016201c3b856$017503d0$c301a8c0@pcrobertg> Is it possible to make the owner of the ticket default to whoever is logged in and creating the ticket? -------------- next part -------------- An HTML attachment was scrubbed... URL: From requesttracker at aconti.com Mon Dec 1 17:18:52 2003 From: requesttracker at aconti.com (a a) Date: Mon, 1 Dec 2003 17:18:52 -0500 Subject: [rt-users] Windows Version Message-ID: <200312011718.AA10748820@aconti.com> I believe there is a Windows modified version of RT. Could someone please post links to it (them)? Thanks in advance From requesttracker at aconti.com Mon Dec 1 19:54:38 2003 From: requesttracker at aconti.com (a a) Date: Mon, 1 Dec 2003 19:54:38 -0500 Subject: [rt-users] Using Outside Web Host Message-ID: <200312011954.AA7144228@aconti.com> I would like to have RT hosted with my web host. They are an outside company and I would like to know how much they have to do before I can tweak it. Is there a list of steps or experiences from someone that has done this before? Thanks in advance From Rich.West at wesmo.com Mon Dec 1 22:31:41 2003 From: Rich.West at wesmo.com (Rich West) Date: Mon, 01 Dec 2003 22:31:41 -0500 Subject: [rt-users] Mod-FASTCGI |+ Apache2 Message-ID: <3FCC079D.9060903@wesmo.com> I thought I would migrate over to Apache2 during the upgrade of our main server, and everything has gone well so far.. well, except for fastcgi, which is needed for our RT3 implementations (two of them). Anyone have any luck with Apache2 + mod_fastcgi on RH9? -Rich -- Richard West $14.95 Registrations mailto:rwest at wesmo.com Wesmo Computer Services .com .net .org .tv .cc http://www.wesmo.com Full Domain & Web Hosting .BIZ .INFO & MORE!! From panu at colorplaza.com Tue Dec 2 03:43:18 2003 From: panu at colorplaza.com (Panu) Date: Tue, 02 Dec 2003 09:43:18 +0100 Subject: [rt-users] Problem installing RTFM 2.01 In-Reply-To: <20031201170006.A92BE11393@pallas.eruditorum.org> References: <20031201170006.A92BE11393@pallas.eruditorum.org> Message-ID: <3FCC50A6.6000705@colorplaza.com> I followed the instructions, unpacked checked makefile (no changes were needed, RT is in its default location) and tried to make install. This was the result: /usr/bin/perl /opt/rt3/sbin//rt-setup-database --action schema --datadir ./etc/ --dba root --prompt-for-dba-password Locale::Maketext version 1.04 required--this is only version 1.03 at /opt/rt3/lib/RT/I18N.pm line 33. BEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line 33. Compilation failed in require at /opt/rt3/lib/RT.pm line 29. BEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 29. Compilation failed in require at /opt/rt3/sbin//rt-setup-database line 36. BEGIN failed--compilation aborted at /opt/rt3/sbin//rt-setup-database line 36. make: *** [initdb] Error 255 CSPAN doesn't have 1.04. Should I install it by hand? IS there something else I have to do bacause of that? Or is this error because of something else too? Panu From mux at qualigaz.com Tue Dec 2 03:55:48 2003 From: mux at qualigaz.com (Maxime Henrion) Date: Tue, 2 Dec 2003 09:55:48 +0100 Subject: [rt-users] Problems with attachments and Lotus Notes References: <00b601c3b4f8$13676c60$2c27a8c0@Sandrine> <20031127172518.GK18918@fsck.com> Message-ID: <00de01c3b8b2$149f4ea0$2c27a8c0@Sandrine> Jesse Vincent wrote: > On Thu, Nov 27, 2003 at 04:06:46PM +0100, Maxime Henrion wrote: > > Hello all, > > > > > > I'm having some problems with attachments and Request Tracker 3.0.6. When > > one sends an e-mail to the RT address with Lotus Notes and an attachment, > > the attachment is lost, as well as the body of the e-mail (which is > > obviously even more annoying). The ticket that gets opened only retains the > > subject of the e-mail as well as the headers. The raw e-mail looks like > > this : > > 1. The email isn't dropped. It's just not displayed by RT. (There's a > download link for it to the right). Indeed, I missed that previously. > 2. The actual problem is that RT wasn't set up to decode UUEncoded > attachments. This was a one-line fix to the EmailParser.pm class to > instruct MIME::Entity to do the right thing. The change will be > committed to the repository as soon as the test suite finishes running > and will be available in 3.0.8. FWIW, newer versions of Notes are > reported to deal much better with RT and the rest of the world. I grabbed the diff and applied it to my version, ie I added the line below : $parser->extract_uuencode(1); in the EmailParser.pm file and restarted the apache server but it didn't solve my problem. Does this change depends on other changes that I may not have yet ? I'm using RT 3.0.6. Thanks for your help, Maxime From Samuel.Senoner at eurac.edu Tue Dec 2 03:54:41 2003 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Tue, 2 Dec 2003 09:54:41 +0100 Subject: [rt-users] RT3 Error Message-ID: <8ABC35686C73554691F3481C4023BE5EF17CC5@abz01be.eurac.edu> Your RT_SiteConfig.pm is a copy of RT_Config.pm with some changes for your system. Look at that, if you haven't this nothing will work. Samuel From Samuel.Senoner at eurac.edu Tue Dec 2 03:57:45 2003 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Tue, 2 Dec 2003 09:57:45 +0100 Subject: [rt-users] No ticket specified error when submittingcomments/replies using IE 6 Message-ID: <8ABC35686C73554691F3481C4023BE5EF17CC7@abz01be.eurac.edu> HM, I use RT 3.0.4 and every user uses IE6, and it works correctly. Can you provide some more details, do you perhaps did some customizations, or which web server are you using? Samuel -----Original Message----- From: Robert Wood [mailto:rwood3 at hallmark.com] Sent: Monday,01 December,2003 22:51 To: rt-users at lists.fsck.com Subject: [rt-users] No ticket specified error when submittingcomments/replies using IE 6 Users who are attempting to add replies or comments to tickets using IE version 6 are having the browser hang and no action is made. In the error log the following message occurs at the same time: No ticket specified () (/opt/rt3/share/html/Elements/Error:53) This is RT 3.0.6. We do not seem to have the problem using other browsers. Unfortunately, IE v6 is the standard browser at our site. We're getting lots of complaints from users who want to roll back to RT v2. Thanks, Rob _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From dlubowa at africaonline.co.ug Tue Dec 2 04:03:16 2003 From: dlubowa at africaonline.co.ug (David Ziggy Lubowa) Date: Tue, 2 Dec 2003 12:03:16 +0300 Subject: [rt-users] RT3 Error In-Reply-To: <012801c3b810$d9ead820$78d96f83@starfruit> Message-ID: su-2.05a# egrep '^\$MasonComponentRoot' /var/www/rt3/lib/RT.pm $MasonComponentRoot = '/usr/local/rt3/share/html'; that is what i get .....what are we looking for...if i may ask .. is that the right path above ?? cheers -Z -----Original Message----- From: Max Bowsher [mailto:maxb at ukf.net] Sent: Monday, December 01, 2003 4:42 PM To: dlubowa at africaonline.co.ug; rt-users at lists.fsck.com Subject: Re: [rt-users] RT3 Error David Lubowa wrote: > No it is not a symlink, i have the absolute path in my httpd.conf > > DocumentRoot "/var/www/rt3/share/html" > > and thats basically what i have , anything you think i should look into > changing..?? > > David Lubowa wrote: >> Dec 1 12:20:15 ns2 RT: [Mason] Cannot resolve file to component: >> /var/www/rt3/share/html/index.html (is file outside component root?) at >> /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/ApacheHandler.pm line 847. >> (/usr/local/rt3/lib/RT.pm:247) >> Dec 1 12:20:17 ns2 RT: [Mason] Cannot resolve file to component: >> /var/www/rt3/share/html/index.html (is file outside component root?) at >> /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/ApacheHandler.pm line 847. >> (/usr/local/rt3/lib/RT.pm:247) >> >> >> what could cause this ...i get 404 page not found on my webserver yet i have >> the right path to the index.html can someone shed some light on this issue >> for me ..... > > Is your /var/www/rt3 a symlink? I got this error message when I did that, > and worked around it by putting the full actual path into my httpd.conf, > instead of a path involving symlinks. What does this command show:? egrep '^\$MasonComponentRoot' /var/www/rt3/lib/RT.pm Max. --- Incoming mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.542 / Virus Database: 336 - Release Date: 11/18/2003 --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.542 / Virus Database: 336 - Release Date: 11/18/2003 From acesarz at crowley.pl Tue Dec 2 04:30:08 2003 From: acesarz at crowley.pl (Alek Cesarz) Date: Tue, 02 Dec 2003 10:30:08 +0100 Subject: [rt-users] seperating queues (repost) Message-ID: <3FCC5BA0.2030405@crowley.pl> repost as i got no answer so far... maybe nobody noticed... ((-; >> hello rt users, i am happy rt user for 2 years or so, and run into a problem recently. i hope that somebody will know how to solve it. situation: one RT2 instance running 4 main queues: TWS, nietypowe, abuse, problem. first two are used internally and have something like 500 tickets total. third one is used to catch incoming abuse reports and has 40 000 tickets. fourth is not used anylonger (we developed our own ticketing system connected to CRM applications), but has 10 000 old tickets. current db is postgres. idea: i want to: 1. install RT3 on 2 servers and migrate to mysql (it was reported to be faster with rt). 2. import abuse to server 1. 3. import TWS and nietypowe to server 2. 4. tar/gzip/rm -rf the rest problem: i have no idea how to do it... hope somebody will show me the tools or procedure on doing this. best regards, -- Alek Cesarz : NOD manager : ALEK1-RIPE +48 22 860 69 60 : Crowley Data Poland From dlubowa at africaonline.co.ug Tue Dec 2 05:24:56 2003 From: dlubowa at africaonline.co.ug (David Ziggy Lubowa) Date: Tue, 2 Dec 2003 13:24:56 +0300 Subject: [rt-users] RT3 Error In-Reply-To: <8ABC35686C73554691F3481C4023BE5EF17CC5@abz01be.eurac.edu> Message-ID: i have edited my RT_Config.pm and i have figure "1;" in my RT_SiteConfig.pm , should i copy only the parameters that i need to my RT_SiteConfig.pm or i leave the setup as it is ...?? Cheers David Ziggy Lubowa Customer Support Engineer Africa Online ( U ) -----Original Message----- From: Senoner Samuel [mailto:Samuel.Senoner at eurac.edu] Sent: Tuesday, December 02, 2003 11:55 AM To: Max Bowsher; dlubowa at africaonline.co.ug; rt-users at lists.fsck.com Subject: RE: [rt-users] RT3 Error Your RT_SiteConfig.pm is a copy of RT_Config.pm with some changes for your system. Look at that, if you haven't this nothing will work. Samuel --- Incoming mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.542 / Virus Database: 336 - Release Date: 11/18/2003 --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.542 / Virus Database: 336 - Release Date: 11/18/2003 From Samuel.Senoner at eurac.edu Tue Dec 2 05:23:42 2003 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Tue, 2 Dec 2003 11:23:42 +0100 Subject: [rt-users] RT3 Error Message-ID: <8ABC35686C73554691F3481C4023BE5EF17CD2@abz01be.eurac.edu> If I remember right, there should be a note in the first line of the Rt_Config. Samuel -----Original Message----- From: David Ziggy Lubowa [mailto:dlubowa at africaonline.co.ug] Sent: Tuesday,02 December,2003 11:25 To: Senoner Samuel; Max Bowsher; rt-users at lists.fsck.com Subject: RE: [rt-users] RT3 Error i have edited my RT_Config.pm and i have figure "1;" in my RT_SiteConfig.pm , should i copy only the parameters that i need to my RT_SiteConfig.pm or i leave the setup as it is ...?? Cheers David Ziggy Lubowa Customer Support Engineer Africa Online ( U ) -----Original Message----- From: Senoner Samuel [mailto:Samuel.Senoner at eurac.edu] Sent: Tuesday, December 02, 2003 11:55 AM To: Max Bowsher; dlubowa at africaonline.co.ug; rt-users at lists.fsck.com Subject: RE: [rt-users] RT3 Error Your RT_SiteConfig.pm is a copy of RT_Config.pm with some changes for your system. Look at that, if you haven't this nothing will work. Samuel --- Incoming mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.542 / Virus Database: 336 - Release Date: 11/18/2003 --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.542 / Virus Database: 336 - Release Date: 11/18/2003 From Vassilios.Ioannidis at isrec.unil.ch Tue Dec 2 05:52:12 2003 From: Vassilios.Ioannidis at isrec.unil.ch (Vassilios Ioannidis) Date: Tue, 2 Dec 2003 11:52:12 +0100 Subject: [rt-users] Returned mail: see transcript for details Message-ID: <95897D4A-24B5-11D8-8B16-000393CFE3B8@isrec.unil.ch> Hi, RT rejects occasionally some emails and sends this ugly report to the requestors: > The original message was received at Mon, 1 Dec 2003 09:46:59 +0100 > from myhostserver.xy [19x.xx.xxx.xxx] > > ----- The following addresses had permanent fatal errors ----- > "|/usr/local/rt_server/rt3/bin/rt-mailgate --queue myqueue --action > correspond --url http://myrturl/" > (reason: 255) > (expanded from: ) > > ----- Transcript of session follows ----- > RT server error. > > The RT server which handled your email did not behave as expected. It > said: > > System error > > error: Unrecognised line: Name Firstname > at > /usr/local/rt_server/rt3/lib/RT/Interface/Email.pm line 345 > 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 > g /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm:115 > g /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm:175 > g /usr/local/rt_server/rt3/lib/RT/Interface/Email.pm:345 > g /usr/local/rt_server/rt3/lib/RT/Interface/Email.pm:325 > g /usr/local/rt_server/rt3/lib/RT/Interface/Email.pm:394 > g /usr/local/rt_server/rt3/share/html/REST/1.0/NoAuth/mail-gateway:31 > g > <>raw error I looked at the Address.pm file, but the problem is that the same email sent with the same mailer can be rejected or accepted, so I am not sure where to investigate, Any help would be appreciated, (At least, how can I send the Returned Email to an administrator and change the default Returned Email to the Requestor ?) Vassilios I am using RT 3.0.4 and perl 5.8.0 From dlubowa at africaonline.co.ug Tue Dec 2 07:27:35 2003 From: dlubowa at africaonline.co.ug (David Ziggy Lubowa) Date: Tue, 2 Dec 2003 15:27:35 +0300 Subject: [rt-users] RT3 Error In-Reply-To: <8ABC35686C73554691F3481C4023BE5EF17CD2@abz01be.eurac.edu> Message-ID: i have done exactly as the file says ..and put the parameters in need in the RT_SiteConfig.pm and this is my current error when i access the webpage [error] System error error: mkdir /var/www/rt3/var/mason_data/obj: Permission denied at /usr/local/lib/perl5/site_perl/5.8.2/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/local/lib/perl5/5.8.2/Carp.pm:191 g /usr/local/lib/perl5/5.8.2/File/Path.pm:162 g /usr/local/lib/perl5/5.8.2/File/Path.pm:155 g /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/Compiler/ToObject.pm:102 g /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/Interp.pm:308 g /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/Request.pm:198 g /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/Request.pm:166 g /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/ApacheHandler.pm:60 g /usr/local/lib/perl5/site_perl/5.8.2/Class/Container.pm:265 g /usr/local/lib/perl5/site_perl/5.8.2/Class/Container.pm:343 g /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/Interp.pm:213 g /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/ApacheHandler.pm:863 g /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/ApacheHandler.pm:789 g /usr/local/rt3/bin/webmux.pl:135 g /dev/null:0 [/error] well even if i have not got it working well i must say atleast i have something coming when i do http://rt.mydomain.com Cheers David Ziggy Lubowa Customer Support Engineer Africa Online ( U ) -----Original Message----- From: Senoner Samuel [mailto:Samuel.Senoner at eurac.edu] Sent: Tuesday, December 02, 2003 1:24 PM To: dlubowa at africaonline.co.ug; Max Bowsher; rt-users at lists.fsck.com Subject: RE: [rt-users] RT3 Error If I remember right, there should be a note in the first line of the Rt_Config. Samuel -----Original Message----- From: David Ziggy Lubowa [mailto:dlubowa at africaonline.co.ug] Sent: Tuesday,02 December,2003 11:25 To: Senoner Samuel; Max Bowsher; rt-users at lists.fsck.com Subject: RE: [rt-users] RT3 Error i have edited my RT_Config.pm and i have figure "1;" in my RT_SiteConfig.pm , should i copy only the parameters that i need to my RT_SiteConfig.pm or i leave the setup as it is ...?? Cheers David Ziggy Lubowa Customer Support Engineer Africa Online ( U ) -----Original Message----- From: Senoner Samuel [mailto:Samuel.Senoner at eurac.edu] Sent: Tuesday, December 02, 2003 11:55 AM To: Max Bowsher; dlubowa at africaonline.co.ug; rt-users at lists.fsck.com Subject: RE: [rt-users] RT3 Error Your RT_SiteConfig.pm is a copy of RT_Config.pm with some changes for your system. Look at that, if you haven't this nothing will work. Samuel --- Incoming mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.542 / Virus Database: 336 - Release Date: 11/18/2003 --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.542 / Virus Database: 336 - Release Date: 11/18/2003 --- Incoming mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.542 / Virus Database: 336 - Release Date: 11/18/2003 --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.542 / Virus Database: 336 - Release Date: 11/18/2003 From cubic at acronis.ru Tue Dec 2 07:51:35 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 02 Dec 2003 15:51:35 +0300 Subject: [rt-users] RT3 Error In-Reply-To: References: Message-ID: <3FCC8AD7.5000209@acronis.ru> David Ziggy Lubowa wrote: > i have done exactly as the file says ..and put the parameters in need in the > RT_SiteConfig.pm and this is my current error when i access the webpage > > [error] > > > System error > > error: mkdir /var/www/rt3/var/mason_data/obj: Permission denied at > /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/Compiler/ToObject.pm line > 102 Apache must have write rights on next dir: /var/www/rt3/var/mason_data You haven't provided uid, gid when ./configure instalation. > > context: > ... > 187: # whether they should generate a full stack trace (confess() and [snip] From acesarz at crowley.pl Tue Dec 2 09:12:26 2003 From: acesarz at crowley.pl (Alek Cesarz) Date: Tue, 02 Dec 2003 15:12:26 +0100 Subject: [rt-users] seperating queues (repost) In-Reply-To: <200312021346.hB2DksJ11971@crypt.erie.ge.com> References: <200312021346.hB2DksJ11971@crypt.erie.ge.com> Message-ID: <3FCC9DCA.5010205@crowley.pl> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Andrew.Tefft at trans.ge.com wrote: > Just a guess, but you can probably use the regular rt2 to rt3 migration > scripts to help with this. Those scripts just extract the data to text > files and then stuff them into the new db. Start with the standard > extract script and modify it to only extract the tickets for the 'abuse' > queue (have it still extract ALL queues, users, etc. but not all the > tickets). Do the migration to server 1. Then change the script to > extract the TWS and nietypowe tickets and do the migration to server 2. > Then once rt is up and running you should be able to delete or disable > the unusued queues. thanks for the response. but your idea will leave me with approximately 30 000 unwanted users - creators of tickets in "abuse" queue. is it possible to extract only users who have opened tickets in particular queue and users who have rights to access RT? i don't know if migration script is capable of doing that with just modification. any of you code-warriors here could probably tell me that by a quick glance at the script? - -- Alek Cesarz : NOD manager : ALEK1-RIPE +48 22 860 69 60 : Crowley Data Poland -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.3 (MingW32) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQE/zJ3KC3s32xNJGmERAr6EAKCfS4p48ls/0BjIdAL0WgvTbtpqvgCgpcON 5SCLvzydDyizi2uKxGWm33o= =7zx2 -----END PGP SIGNATURE----- From mjj at isorauta.ntc.nokia.com Tue Dec 2 09:12:50 2003 From: mjj at isorauta.ntc.nokia.com (Mike Jackson) Date: Tue, 2 Dec 2003 16:12:50 +0200 Subject: [rt-users] is the "first.m.last@foo.com" bug fixed in RT3? Message-ID: <20031202141250.GA25593@isorauta.ntc.nokia.com> Hi, I currently have RT2 and now that some users email addresses have started to include a middle initial, e.g. first.m.last at foo.com, RT bounces the messages with an error: "No permission to create tickets in queue foo" Is this fixed in RT3? If not, then which file do I need to hack to fix it? rt-mailgate? Thanks, Mike From daniel at codata.com.br Tue Dec 2 09:22:50 2003 From: daniel at codata.com.br (Daniel A. Melo) Date: 02 Dec 2003 11:22:50 -0300 Subject: [rt-users] Allow the requestor do change status only Message-ID: <1070374970.23343.81.camel@p50> Hi all, It's possible to allow the requestor to change the ticket's status and deny others changes? On my workflow, only the requestor can change the ticket's status to resolved, but i must deny other changes. The ModifyTicket permission allow to change subject, status, time worked, priority, etc... -- Daniel A. Melo Consultor em Seguran?a da Tecnologia da Informa??o MCSO - Modulo Certified Security Officer From ken.mckinlay at dy4.com Tue Dec 2 09:32:56 2003 From: ken.mckinlay at dy4.com (McKinlay, Ken) Date: Tue, 2 Dec 2003 09:32:56 -0500 Subject: [rt-users] Mod-FASTCGI |+ Apache2 Message-ID: Rich, I was finally able to get Apache2 + mod_fastcgi on RH9 working. In this case I was trying to use RPMs as much as possible so that I can hand off system maintenance to a more junior administrator. Some of the things to watch out for: 1. To compile mod_fastcgi, do the following from within the mod_fastcgi source directory (from posting by Bryan White on fastcgi list): cp Makefile.AP2 Makefile make top_dir=/usr/lib/httpd make top_dir=/usr/lib/httpd install 2. You will have to add the correct entries for loading mod_fastcgi into httpd.conf: LoadModule fastcgi_module modules/mod_fastcgi.so AddHandler fastcgi-script fcgi 3. If you have a problem where fastcgi reports it can't read or write to a file as uid = -1 or gid = -1, move the FastCgiServer entry to be after the "User Apache" and "Group Apache" lines in httpd.conf. If you are loading the fastcgi stuff from a file in /etc/httpd/conf.d, add those "User" and "Group" entries to the file. The include for the conf.d directory is done by RedHat before the user and group is set. (from posting by Cassidy Larson to rt-users list) 4. If you get an error "Can't do setuid" in /var/log/httpd/error_log and you are using the perl RPM from RedHat, make sure that the perl-suidperl RPM is also installed. 5. Set the FastCgiIpcDir to something other than the default. For example, from the posting by Guillaume Perreal to rt_users list: In httpd.conf FastCgiIpcDir /var/run/httpd/fastcgi Create the directory mkdir -p /var/run/httpd/fastcgi chown -R apache:apache /var/run/httpd chmod 700 -R /var/run/httpd 6. If using the latest Mason source (1.24), make sure you apply the patch found at http://www.masonhq.com/resources/todo/view_patch.txt?id=521 or downgrade to 1.23. (Thanks to Jody Belka on rt_users for this fix) 7. There is a problem with the latest DBD::Pg that causes problems with make initialize database if using postgres. Jesse has mentioned that this fix should be released as part of 3.0.8. However, for now: 1. make initialize database 2. edit the script it ran ($RT_HOME/sbin/rt-setup-database) and comment out the create_database and create_schema calls (I think those are the names of the functions) 3. run "make initialize" a second time to finish the process. 4. undo the changes made to $RT_HOME/sbin/rt-setup-database I think those are all the changes I did to get RT3 running on RH9 with Apache 2 and mod_fastcgi. Good Luck! Ken McKinlay (an RT3 newbie) > -----Original Message----- > From: Rich West [mailto:Rich.West at wesmo.com] > Sent: Monday, December 01, 2003 10:32 PM > To: rt-users at fsck.com > Subject: [rt-users] Mod-FASTCGI |+ Apache2 > > > I thought I would migrate over to Apache2 during the upgrade > of our main > server, and everything has gone well so far.. well, except > for fastcgi, > which is needed for our RT3 implementations (two of them). > > Anyone have any luck with Apache2 + mod_fastcgi on RH9? > > -Rich > > -- From jesse at bestpractical.com Tue Dec 2 09:54:57 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 2 Dec 2003 09:54:57 -0500 Subject: [rt-users] is the "first.m.last@foo.com" bug fixed in RT3? In-Reply-To: <20031202141250.GA25593@isorauta.ntc.nokia.com> References: <20031202141250.GA25593@isorauta.ntc.nokia.com> Message-ID: <20031202145457.GL18918@fsck.com> On Tue, Dec 02, 2003 at 04:12:50PM +0200, Mike Jackson wrote: > Hi, > I currently have RT2 and now that some users email addresses have > started to include a middle initial, e.g. first.m.last at foo.com, RT > bounces the messages with an error: > > "No permission to create tickets in queue foo" > > Is this fixed in RT3? If not, then which file do I need to hack to fix > it? rt-mailgate? That sounds like poorly configured permissions on your RT instance, not really a bug in RT. > Thanks, > Mike > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 mprevost at gradkell.com Tue Dec 2 10:09:13 2003 From: mprevost at gradkell.com (Mike R. Prevost) Date: Tue, 2 Dec 2003 09:09:13 -0600 Subject: [rt-users] How to run multiple instances of RT on a single instance of Apache Message-ID: I'm an RT newbie and definitely not an Apache guru. I want to run multiple RTs: one for testing and another for production. I'm trying to use name based virtual hosts in httpd.conf to do this, but I get the following error: Subroutine handler redefined at /var/lib/rt3/instance2/bin/webmux.pl line 122. I'm using apache 1.3.29, mod_perl 1.29 (statically linked), and RT 3.0.6 on RedHat Linux 9 (stock 2.4.20-6smp kernel). The Perl is stock from RedHat, but I built apache and mod_perl. Here's the virtual host stuff from my httpd.conf. Perhaps there is a better/different way to do this. Any help would be greatly appreciated. --- snip snip --- [...] NameVirtualHost * ServerName real_name.domain.com ServerName alias1.domain.com DocumentRoot /var/lib/rt3/instance1/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /var/lib/rt3/instance1/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason ServerName alias2.domain.com DocumentRoot /var/lib/rt3/instance2/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /var/lib/rt3/instance2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason [...] --- snip snip --- Thanks, --- Mike R. Prevost From cubic at acronis.ru Tue Dec 2 10:25:45 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 02 Dec 2003 18:25:45 +0300 Subject: [rt-users] seperating queues (repost) In-Reply-To: <3FCC9DCA.5010205@crowley.pl> References: <200312021346.hB2DksJ11971@crypt.erie.ge.com> <3FCC9DCA.5010205@crowley.pl> Message-ID: <3FCCAEF9.5010105@acronis.ru> Alek Cesarz wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Andrew.Tefft at trans.ge.com wrote: > > Just a guess, but you can probably use the regular rt2 to rt3 migration > >>scripts to help with this. Those scripts just extract the data to text >>files and then stuff them into the new db. Start with the standard >>extract script and modify it to only extract the tickets for the 'abuse' >>queue (have it still extract ALL queues, users, etc. but not all the >>tickets). Do the migration to server 1. Then change the script to >>extract the TWS and nietypowe tickets and do the migration to server 2. >>Then once rt is up and running you should be able to delete or disable >>the unusued queues. > > > thanks for the response. > but your idea will leave me with approximately 30 000 unwanted users - > creators of tickets in "abuse" queue. is it possible to extract only > users who have opened tickets in particular queue and users who have > rights to access RT? > i don't know if migration script is capable of doing that with just > modification. any of you code-warriors here could probably tell me that > by a quick glance at the script? Hello. Alek. Now as I remember migration sripts don't have any facility to do dependent migration except time dependance. Everything migrate step by step(users, groups, tickets...) If you want to filter out Tickets and objects linked to them you have to hack scripts a lot. I think better idea is do full import then write contribution scripts for different objects wiping. Contribution section already have one for wiping out "deleted" Tickets. This scripts can form good package "RT Shredder". So it's not easy task as I think. Good luck. Ruslan. PS. Everything above is only my opinion. From bobg at uic.edu Tue Dec 2 10:33:37 2003 From: bobg at uic.edu (Bob Goldstein) Date: Tue, 02 Dec 2003 09:33:37 -0600 Subject: [rt-users] How to run multiple instances of RT on a single instance of Apache In-Reply-To: Your message of "Tue, 02 Dec 2003 09:09:13 CST." Message-ID: <200312021533.hB2FXbDC015049@shark.cc.uic.edu> I've got this working, but with fastcgi. You can't use mod_perl at least in any simple way, because each apache child will have a single namespace for perl modules, e.g. RT::.... So when webmux1.pl does 'use RT;' and webmux2.pl also does a 'use RT;' even with a different @INC, they collide in the RT space. Fastcgi uses different processes, one for each instance of RT Each process can have its own perl space, so no collisions. If you're interested, contact me privately. I've made some minor modes to RT to make this process easier and more maintainable. If I can explain it to you, then I can explain it to everyone else as well :-) bobg >I'm an RT newbie and definitely not an Apache guru. I want to run multiple >RTs: one for testing and another for production. I'm trying to use name >based virtual hosts in httpd.conf to do this, but I get the following error: > > Subroutine handler redefined at /var/lib/rt3/instance2/bin/webmux.pl line >122. > >I'm using apache 1.3.29, mod_perl 1.29 (statically linked), and RT 3.0.6 on >RedHat Linux 9 (stock 2.4.20-6smp kernel). The Perl is stock from RedHat, >but I built apache and mod_perl. > >Here's the virtual host stuff from my httpd.conf. Perhaps there is a >better/different way to do this. Any help would be greatly appreciated. > >--- snip snip --- >[...] >NameVirtualHost * > > > ServerName real_name.domain.com > > > > ServerName alias1.domain.com > DocumentRoot /var/lib/rt3/instance1/share/html > AddDefaultCharset UTF-8 > PerlModule Apache::DBI > PerlRequire /var/lib/rt3/instance1/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > > > > > ServerName alias2.domain.com > DocumentRoot /var/lib/rt3/instance2/share/html > AddDefaultCharset UTF-8 > PerlModule Apache::DBI > PerlRequire /var/lib/rt3/instance2/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > > >[...] >--- snip snip --- > >Thanks, > >--- Mike R. Prevost > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.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 koos at kzdoos.xs4all.nl Tue Dec 2 10:39:53 2003 From: koos at kzdoos.xs4all.nl (Koos van den Hout) Date: Tue, 2 Dec 2003 16:39:53 +0100 Subject: [rt-users] Showing tickets to nobody Message-ID: <20031202153953.GA27214@kzdoos.xs4all.nl> I am very new to RT but have it up and running for standard work. Queues work, creating tickets based on mail works. But.. I want to create a public view of tickets so people can see what the helpdesk does on their (and other people's) requests. Creating a public overview works, when I use my $user = new RT::CurrentUser('Nobody'); my $queue = new RT::Queue($user); my $cnt; $queue->Load('helpdesk'); unless ($queue->Id) { Abort("Queue not found"); } and then iterate over RT::Tickets($user) I get an overview as wanted. but, displaying a single ticket does not work my $user = new RT::CurrentUser('Nobody'); $Ticket=LoadTicket($id); my $subject=$Ticket->Subject; will leave me 'emptyhanded' as in subject is not set (where it was set in the first script). I have given the unprivileged user 'CreateTicket', 'SeeQueue', 'ShowTicket' and 'ShowTicketComments' rights. When I remove 'ShowTicket' I don't see the subject anymore in the overview, so that link between right and result works. I am going from 'basic use' way into the deep end, but I'd like this to work. Koos -- Koos van den Hout, PGP keyid RSA/1024 0xCA845CB5 via keyservers koos at kzdoos.xs4all.nl or DSS/1024 0xF0D7C263 -?) Fax +31-30-2817051 Visit the site about books with reviews /\\ http://idefix.net/~koos/ http://www.virtualbookcase.com/ _\_V From cubic at acronis.ru Tue Dec 2 10:56:32 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 02 Dec 2003 18:56:32 +0300 Subject: [rt-users] How to run multiple instances of RT on a single instance of Apache In-Reply-To: References: Message-ID: <3FCCB630.5010300@acronis.ru> Mike R. Prevost wrote: > I'm an RT newbie and definitely not an Apache guru. I want to run multiple > RTs: one for testing and another for production. I'm trying to use name > based virtual hosts in httpd.conf to do this, but I get the following error: > > Subroutine handler redefined at /var/lib/rt3/instance2/bin/webmux.pl line > 122. > > I'm using apache 1.3.29, mod_perl 1.29 (statically linked), and RT 3.0.6 on > RedHat Linux 9 (stock 2.4.20-6smp kernel). The Perl is stock from RedHat, > but I built apache and mod_perl. > > Here's the virtual host stuff from my httpd.conf. Perhaps there is a > better/different way to do this. Any help would be greatly appreciated. It's imposible with only mod_perl handler and one apache instance. From pape-rt at inf.fu-berlin.de Tue Dec 2 10:58:47 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Tue, 02 Dec 2003 16:58:47 +0100 Subject: [rt-users] non reproducable errors with international characters reapeared in 3.0.7_01 Message-ID: <2147483647.1070384327@eremix> Hello, can anybody confirm my observation, that character conversion from incoming *mail messages* (not web correspondance) fails "kind of randomly" more often than it failed in 3.0.6? This is not reproducible, so I cannot give an example message for this. I realized a "fork" before the deliver into RT an rebounced a forked message, which has failed, into RT. But the forked message's transaction did not have the error. Regards, Dirk. -- Dr. Dirk Pape (Leiter des Rechnerbetriebs und IT-Verantwortlicher) Fachbereich Mathematik und Informatik der FU Berlin Takustr. 9, 14195 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 75190 From dlubowa at africaonline.co.ug Tue Dec 2 11:09:59 2003 From: dlubowa at africaonline.co.ug (David Ziggy Lubowa) Date: Tue, 2 Dec 2003 19:09:59 +0300 Subject: [rt-users] RT3 Error In-Reply-To: <3FCC8AD7.5000209@acronis.ru> Message-ID: it is working ...fine , the only problem now is that when i test a new ticket i get RT Error , "Queue not found " i dont have anything in the queue drop down box.. Cheers David Ziggy Lubowa Customer Support Engineer Africa Online ( U ) -----Original Message----- From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Sent: Tuesday, December 02, 2003 3:52 PM To: dlubowa at africaonline.co.ug Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] RT3 Error David Ziggy Lubowa wrote: > i have done exactly as the file says ..and put the parameters in need in the > RT_SiteConfig.pm and this is my current error when i access the webpage > > [error] > > > System error > > error: mkdir /var/www/rt3/var/mason_data/obj: Permission denied at > /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/Compiler/ToObject.pm line > 102 Apache must have write rights on next dir: /var/www/rt3/var/mason_data You haven't provided uid, gid when ./configure instalation. > > context: > ... > 187: # whether they should generate a full stack trace (confess() and [snip] --- Incoming mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.542 / Virus Database: 336 - Release Date: 11/18/2003 --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.542 / Virus Database: 336 - Release Date: 11/18/2003 From sury.ondrej at globe.cz Tue Dec 2 11:16:27 2003 From: sury.ondrej at globe.cz (=?iso-8859-2?Q?Ond=F8ej_Sur=FD?=) Date: Tue, 02 Dec 2003 17:16:27 +0100 Subject: [rt-users] Corrupted attachments Message-ID: <1070381787.1286.102.camel@ondrej> Hello, we encountered corrupted attachments problem too in version 3.0.7_01 and perl 5.8.2. I looked into sources a bit and solved it by setting fallback (I18N.pm:sub _GuessCharset) encoding to 'utf-8' which is in our EmailInputEncoding at first position and for EmailOutputEncoding. But I think this is not Proper(TM) fix, because there is NO need to encode/decode binary (msword/pdf) attachments and I think that this needs to be fixed. Best regards, -- Ond?ej Sur? - technick? ?editel SERVERY.CZ --------------------------------------------------- Globe Internet, s.r.o. - http://globe.cz Pl?ni?kova 1, 162 00 Praha 6 - http://mapa.globe.cz Tel.: +420 2 35365000 - info at servery.cz From cubic at acronis.ru Tue Dec 2 11:16:47 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 02 Dec 2003 19:16:47 +0300 Subject: [rt-users] RT3 Error In-Reply-To: References: Message-ID: <3FCCBAEF.4070506@acronis.ru> David Ziggy Lubowa wrote: > > it is working ...fine , the only problem now is that when i test a new > ticket i get RT Error , "Queue not found " i dont have anything in the queue > drop down box.. > Have you ever read README and FAQ? What 'user' do use to test creating? What rights he is has? Do you have any queue at all in Configuration->Queues? Has user right 'CreateTicket' in Global or Queue or Role or Groups context? Always look at apache logs! If you have problems and can reproduce them then turn on debug logging in to file, restart apache, look there also! Best regards. Ruslan. From ges at lumeta.com Tue Dec 2 11:15:48 2003 From: ges at lumeta.com (Glenn E. Sieb) Date: Tue, 2 Dec 2003 11:15:48 -0500 Subject: [rt-users] RT3 woes still. Message-ID: <20031202161657.B2F70A8938@lucy.corp.lumeta.com> Hey Phil.. Thanks for the reply :) I found one post that had the following info in it, but it allows me only to seemingly create a ticket.. But when I try to view said ticket I get an error saying "RT Error: Could not load ticket 75 (in this case). I'm not much of a DB guru :-/ (obviously), but if someone has a script or can expound on this fix, I'd be grateful.. :) I couldn't find anything else other than the stuff from rt1-to-rt2 importer which said to do: select setval('tickets_id_seq', (select max(id) from tickets)); (which also didn't fix the above error)... Thanks in advance! If someone can help me fix this, I'll gladly send them pizza come payday! :) Glenn (from: http://lists.fsck.com/pipermail/rt-users/2003-April/013103.html) >This one time, at band camp, Jesse Vincent wrote: >>Ack. that needs to get into the upgrade notes. See the RT1 to RT2 >>importer for the explanation of what postgres is losing on. >>you need to manually increment the sequence counters. > >Okay, for reference I've done the following (within psql) > >rt3=# select max(id) from tickets; > max >----- > 365 >(1 row) > >rt3=# select setval('tickets_id_seq', 366); > setval >-------- > 366 >(1 row) > >rt3=# select max(id) from transactions; > max >------ > 2024 >(1 row) > >rt3=# select setval('transactions_id_seq', 2025); > setval >-------- > 2025 >(1 row) > >and that's fixed the immediate problem. I guess I'll have to go through the other sequence >types and fix them up too. > >I think that the migration script could do this though. -- Glenn E. Sieb System Administrator Lumeta Corporation +1 732 357-3514 (V) +1 732 564-0731 (Fax) > -----Original Message----- > From: rt-users-bounces at lists.fsck.com > [mailto:rt-users-bounces at lists.fsck.com] On Behalf Of Phil Homewood > Sent: Thursday, November 27, 2003 10:13 PM > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] RT3 woes still. > > > Glenn E. Sieb wrote: > > Nov 26 12:15:05 caduceus RT: DBD::Pg::st execute failed: ERROR: > > Cannot insert a duplicate key into unique index users1 at > > /usr/local/lib/perl5/site_perl/5.8.0/ > > DBIx/SearchBuilder/Handle.pm line 410. (/sw/rt/lib/RT.pm:247) > > You need to update Postgres's autoincrement counters. Info on > this can be found in the rt-users archives; it comes up every > now and then. > -- > Phil Homewood, Systems Janitor, http://www.SnapGear.com > pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 > SnapGear - A CyberGuard Company > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 josh at saratoga.lib.ny.us Tue Dec 2 11:16:50 2003 From: josh at saratoga.lib.ny.us (josh) Date: Tue, 2 Dec 2003 11:16:50 -0500 Subject: [rt-users] RT 2.0 to 3.0 Conversion problems Message-ID: <20031202161650.GA8988@saratoga.lib.ny.us> I'm trying to convert from 2.0 to 3.0 using the downloaded tool. My rt2 installation is gone, though the RT2 database is still installed in my MySQL. I can do piecemeal retrieval of the RT2 from backup. When I went to run rt-2.0-to-dumpfile after changing the perl location and the use lib lines to: #!/usr/local/bin/perl -w use lib "/usr/local/rt3/lib"; use lib "/usr/local/rt3/etc"; I had the errors below: [11:08:19:war-admiral:~]./rt-2.0-to-dumpfile RTDUMP "LoadConfig" is not exported by the RT::Interface::CLI module "DBConnect" is not exported by the RT::Interface::CLI module Can't continue after import errors at ./rt-2.0-to-dumpfile line 38 BEGIN failed--compilation aborted at ./rt-2.0-to-dumpfile line 38. I tried again as root just incase it was one of those permission things. Any idea where to go from here. BTW: line 38 is use RT::Interface::CLI qw(CleanEnv LoadConfig DBConnect GetCurrentUser GetMessageContent); perhaps there is a database problem - even though the scripts say everything for 3.0 is installed - both RT versions have the same database users and passwords. The group and user ids (the number) for the rt group are different. Would that change things? Any ideas on how to proceed will help! -- Josh Kuperman josh at saratoga.lib.ny.us From jesse at bestpractical.com Tue Dec 2 11:23:11 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 2 Dec 2003 11:23:11 -0500 Subject: [rt-users] RT 2.0 to 3.0 Conversion problems In-Reply-To: <20031202161650.GA8988@saratoga.lib.ny.us> References: <20031202161650.GA8988@saratoga.lib.ny.us> Message-ID: <20031202162311.GP18918@fsck.com> On Tue, Dec 02, 2003 at 11:16:50AM -0500, josh wrote: > I'm trying to convert from 2.0 to 3.0 using the downloaded tool. > My rt2 installation is gone, though the RT2 database is still > installed in my MySQL. I can do piecemeal retrieval of the RT2 from > backup. > > When I went to run rt-2.0-to-dumpfile > after changing the perl location and the use lib lines to: > #!/usr/local/bin/perl -w > use lib "/usr/local/rt3/lib"; > use lib "/usr/local/rt3/etc"; It's hard for the RT 2.0 export utility to work when you've handed it a copy of the RT 3.0 source code to work with instead of RT 2.0. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From Account at christenson.com Tue Dec 2 12:25:07 2003 From: Account at christenson.com (Account) Date: Tue, 2 Dec 2003 09:25:07 -0800 Subject: [rt-users] RT3 on RH9 Message-ID: <8A331D75F9F3CD4CA589854776E6F2E601F2702C@hq-ex01.christenson.dom> Hi all. New to list. I am sure this has been asked before, but does anyone have a known install guide for RT3 and RH9. Does anyone have a demo site up of RT3? Thanks, Cam Morthland Sr Manager, IT Velagio Solutions -----Original Message----- From: David Ziggy Lubowa [mailto:dlubowa at africaonline.co.ug] Sent: Tue 12/2/2003 8:09 AM To: Ruslan U. Zakirov Cc: rt-users at lists.fsck.com Subject: RE: [rt-users] RT3 Error it is working ...fine , the only problem now is that when i test a new ticket i get RT Error , "Queue not found " i dont have anything in the queue drop down box.. Cheers David Ziggy Lubowa Customer Support Engineer Africa Online ( U ) -----Original Message----- From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Sent: Tuesday, December 02, 2003 3:52 PM To: dlubowa at africaonline.co.ug Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] RT3 Error David Ziggy Lubowa wrote: > i have done exactly as the file says ..and put the parameters in need in the > RT_SiteConfig.pm and this is my current error when i access the webpage > > [error] > > > System error > > error: mkdir /var/www/rt3/var/mason_data/obj: Permission denied at > /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/Compiler/ToObject.pm line > 102 Apache must have write rights on next dir: /var/www/rt3/var/mason_data You haven't provided uid, gid when ./configure instalation. > > context: > ... > 187: # whether they should generate a full stack trace (confess() and [snip] --- Incoming mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.542 / Virus Database: 336 - Release Date: 11/18/2003 --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.542 / Virus Database: 336 - Release Date: 11/18/2003 _______________________________________________ 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 josh at saratoga.lib.ny.us Tue Dec 2 12:38:22 2003 From: josh at saratoga.lib.ny.us (josh) Date: Tue, 2 Dec 2003 12:38:22 -0500 Subject: [rt-users] RT 2.0 to 3.0 Conversion problems In-Reply-To: <20031202162311.GP18918@fsck.com> References: <20031202161650.GA8988@saratoga.lib.ny.us> <20031202162311.GP18918@fsck.com> Message-ID: <20031202173822.GA13876@saratoga.lib.ny.us> Thanks, I wasn't sure what pieces I really needed and ultimately, since as I said, I had the old stuff backe up ... I created a bunch of symlinks on the new server to the external backup, made all the files mod 777 so any one could execute them, and put the location of my old perl and my old RT2 into the script - I ran it and it worked. (at least this part) On Tue, Dec 02, 2003 at 11:23:11AM -0500, Jesse Vincent wrote: > On Tue, Dec 02, 2003 at 11:16:50AM -0500, josh wrote: > > I'm trying to convert from 2.0 to 3.0 using the downloaded tool. > > My rt2 installation is gone, though the RT2 database is still > > installed in my MySQL. I can do piecemeal retrieval of the RT2 from > > backup. > > > > When I went to run rt-2.0-to-dumpfile > > after changing the perl location and the use lib lines to: > > #!/usr/local/bin/perl -w > > use lib "/usr/local/rt3/lib"; > > use lib "/usr/local/rt3/etc"; > > It's hard for the RT 2.0 export utility to work when you've handed it a > copy of the RT 3.0 source code to work with instead of RT 2.0. > -- -- Josh Kuperman josh at saratoga.lib.ny.us From lists-rt at pimb.org Tue Dec 2 12:43:27 2003 From: lists-rt at pimb.org (Jody Belka) Date: Tue, 2 Dec 2003 17:43:27 -0000 (GMT) Subject: [rt-users] Installed files list? Message-ID: <39706.81.168.23.49.1070387007.squirrel@zeus.aardvark-ss.com> Is there an easy way to get a list of all the files that were installed by 'make install'? I originally installed using /usr/local as a prefix, but i'd like to remove this instance and reinstall elsewhere on the system. -- Jody knew (at) pimb (dot) org From rt at mas.ml1.net Tue Dec 2 13:29:22 2003 From: rt at mas.ml1.net (MAS) Date: Tue, 02 Dec 2003 18:29:22 +0000 Subject: [rt-users] How to run multiple instances of RT on a single instance of Apache In-Reply-To: <3FCCB630.5010300@acronis.ru> References: <3FCCB630.5010300@acronis.ru> Message-ID: <31370246.1070389761@[192.168.0.235]> --On 02 December 2003 18:56 +0300 "Ruslan U. Zakirov" wrote: > Mike R. Prevost wrote: >> I'm an RT newbie and definitely not an Apache guru. I want to run >> multiple RTs: one for testing and another for production. >> Perhaps there is a >> better/different way to do this. Any help would be greatly >> appreciated. > > It's imposible with only mod_perl handler and one apache instance. But there's no reason you couldn't run two (or more) apache instances. Especially if you want to use one for testing only. What about running another Apache instance on a different port for your development instance? That would allow you to test Apache configuration changes as well without buggering up your production RT, and since your httpd.conf files would be nearly identical it would be easy to port any changes to production. m From drew at drewtaylor.com Tue Dec 2 13:46:53 2003 From: drew at drewtaylor.com (Drew Taylor) Date: Tue, 02 Dec 2003 13:46:53 -0500 Subject: [rt-users] Setting closed date Message-ID: <3FCCDE1D.1030906@drewtaylor.com> Hi, Newbie here. I've just installed RT 3.0.7 here at work, without much trouble. I'm now putting some old, resolved tickets in the system. Is there a way to have the closed date be set to the actual date (in the past) when it was resolved? It's not essential, but it would be a nice touch. And also, is there an interface where I can let the company easily see the contents of a queue? What we had started doing is creating static pages w/ each issue on a separate page, and linking to the index from out intranet. So I'm trying to provide the same sort of interface within RT. Is this what the bookmarkable link is for? Thanks, Drew From admin at lctn.org Tue Dec 2 14:34:08 2003 From: admin at lctn.org (Raymond Norton) Date: Tue, 2 Dec 2003 13:34:08 -0600 Subject: [rt-users] files are there but apache won't start Message-ID: <00c501c3b90b$410cc2c0$650b0b0a@DELL2> I realize this is more an apache question, but since I am getting errors trying to get rt to run I thought I would post this. I am setting up apache 1.3.28. It starts up fine until I add my rt alias to httpd.conf Alias /rt2 /opt/rt2/WebRT/html PerlRequire /opt/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason I get the following error after two new installs of apache. Testdeps shows everything is up to par. I can browse to the files it says are not there. This is installed on Fedora core 1. Any ideas how to resolve this? [root at support conf]# /usr/local/apache/bin/apachectl start [Tue Dec 2 13:16:13 2003] [error] Can't load '/usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi/auto/Apache/Cookie/C ookie.so' for module Apache::Cookie: libapreq.so: cannot open shared object file: No such file or directory at /usr/lib/perl5/5.8.1/i386-linux-thread-multi/DynaLoader.pm line 229. at /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi/mod_perl.pm line 14 Compilation failed in require at /opt/rt2/bin/webmux.pl line 80. BEGIN failed--compilation aborted at /opt/rt2/bin/webmux.pl line 80. Compilation failed in require at (eval 2) line 1. From admin at lctn.org Tue Dec 2 14:58:20 2003 From: admin at lctn.org (Raymond Norton) Date: Tue, 2 Dec 2003 13:58:20 -0600 Subject: [rt-users] files are there but apache won't start References: <20031202194901.CD705A8A89@lucy.corp.lumeta.com> Message-ID: <00fd01c3b90e$a5d3aea0$650b0b0a@DELL2> > Hey Raymond, > > Did you do a make testdeps, then a make fixdeps before you did a make install? > Yes, everything checked out. I had to manually install Apache::Cookie ( I saw 2 lines about invalid pointer errors, but it installed). CPAN did the rest. From sheeri.kritzer at tufts.edu Tue Dec 2 15:03:26 2003 From: sheeri.kritzer at tufts.edu (Sheeri Kritzer) Date: Tue, 2 Dec 2003 15:03:26 -0500 Subject: [rt-users] rt 3.0.7: ticket count in search wrong Message-ID: <1070395406.3fccf00ee0139@webmail.tufts.edu> Hey there, we're using RT 3.0.7_01, and have DBIx::SearchBuilder 0.94. We're finding a problem -- if we do a search, we get an accurate count of tickets in the search. However, if we change some of the attributes of tickets, and re-do the search (by clicking "Reload" in the browser or "Search" on the left-hand side menu), the search is redone with the new number of tickets, but the count at the top isn't updated. Has anyone else run into this problem? (Yes, I'm compensating for deleted and/or merged tickets) If so, is there a way to fix it? (we've found that if you change the sorting parameter by clicking on one of the headers at the top, the count gets redone. . .isn't there a better way?) -Sheeri Kritzer Systems Administrator University Systems Group Tufts University 617-627-3925 sheeri.kritzer at tufts.edu From ges at lumeta.com Tue Dec 2 15:03:22 2003 From: ges at lumeta.com (Glenn E. Sieb) Date: Tue, 2 Dec 2003 15:03:22 -0500 Subject: [rt-users] files are there but apache won't start Message-ID: <20031202200502.306DFA8938@lucy.corp.lumeta.com> > Yes, everything checked out. I had to manually install > Apache::Cookie ( I saw 2 lines about invalid pointer errors, > but it installed). CPAN did the rest. Hmm.. Just for grins--can you do a `which perl` and make sure RT is pointing to the right one? (I know on FreeBSD there's the "system" and "port" version of Perl, which are in different directories.) G. -- Glenn E. Sieb System Administrator Lumeta Corporation +1 732 357-3514 (V) +1 732 564-0731 (Fax) From admin at lctn.org Tue Dec 2 15:10:32 2003 From: admin at lctn.org (Raymond Norton) Date: Tue, 2 Dec 2003 14:10:32 -0600 Subject: [work] RE: [rt-users] files are there but apache won't start References: <20031202200502.306DFA8938@lucy.corp.lumeta.com> Message-ID: <013101c3b910$573bad90$650b0b0a@DELL2> > Hmm.. Just for grins--can you do a `which perl` and make sure RT is pointing to the right one? (I know on FreeBSD there's the "system" and "port" version of Perl, which are in different directories.) which perl gives me /usr/bin/perl From ges at lumeta.com Tue Dec 2 15:14:16 2003 From: ges at lumeta.com (Glenn E. Sieb) Date: Tue, 2 Dec 2003 15:14:16 -0500 Subject: [rt-users] files are there but apache won't start Message-ID: <20031202201502.62741A8938@lucy.corp.lumeta.com> > I am setting up apache 1.3.28. It starts up fine until I add > my rt alias to httpd.conf > > Alias /rt2 /opt/rt2/WebRT/html > PerlRequire /opt/rt2/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > Another thing.. In my rt2 setup I have: PerlModule Apache::DBI PerlRequire /sw/rt/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Options ExecCGI FollowSymLinks G. -- Glenn E. Sieb System Administrator Lumeta Corporation +1 732 357-3514 (V) +1 732 564-0731 (Fax) From admin at lctn.org Tue Dec 2 15:22:31 2003 From: admin at lctn.org (Raymond Norton) Date: Tue, 2 Dec 2003 14:22:31 -0600 Subject: [rt-users] files are there but apache won't start References: <20031202201502.62741A8938@lucy.corp.lumeta.com> Message-ID: <013f01c3b912$03618b20$650b0b0a@DELL2> > Another thing.. In my rt2 setup I have: > > PerlModule Apache::DBI > PerlRequire /sw/rt/bin/webmux.pl > SetHandler perl-script > PerlHandler RT::Mason > Options ExecCGI FollowSymLinks It took those lines, but gives me the same error From joela at umn.edu Tue Dec 2 15:23:34 2003 From: joela at umn.edu (Joel Peter Anderson) Date: Tue, 2 Dec 2003 14:23:34 -0600 Subject: [rt-users] CLI in RT 3 (or lack thereof). In-Reply-To: <1070395406.3fccf00ee0139@webmail.tufts.edu> References: <1070395406.3fccf00ee0139@webmail.tufts.edu> Message-ID: We are moving from rt2-->rt3, but I am dragging my feet since I want to recreate my command line scripts that I've been using in rt2 extensively. Not being able to port my scripts to rt3 really cripples it for my purposes. I'm having a *little* better results with the rt-3.0.7.pl CLI, but cannot see any way to "view" the contents of the ticket. All I seem to get is the header info. With RT2 I can view/update/assign (and more tickets) with something like a normal CLI. Is anyone as frustrated as I am (or having better luck)? Thanks! --------------------------------------------------- joel anderson * joela at umn.edu * 612-625-7389 Security Coordinator OIT Security and Assurance From jesse at bestpractical.com Tue Dec 2 15:26:43 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 2 Dec 2003 15:26:43 -0500 Subject: [rt-users] CLI in RT 3 (or lack thereof). In-Reply-To: References: <1070395406.3fccf00ee0139@webmail.tufts.edu> Message-ID: <20031202202643.GC18918@fsck.com> On Tue, Dec 02, 2003 at 02:23:34PM -0600, Joel Peter Anderson wrote: > I'm having a *little* better results with the rt-3.0.7.pl CLI, but cannot > see any way to "view" the contents of the ticket. All I seem to get is > the header info. Ticket history display was inadvertently left out of 3.0.7 and will be available in 3.0.8 > With RT2 I can view/update/assign (and more tickets) with something like a > normal CLI. Is anyone as frustrated as I am (or having better luck)? Updating and modifying tickets has definitely been in the CLI since it was introduced in 3.0.5 -jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From trey.darley at fahlgrenent.com Tue Dec 2 15:30:24 2003 From: trey.darley at fahlgrenent.com (trey.darley) Date: Tue, 2 Dec 2003 15:30:24 -0500 (EST) Subject: [rt-users] Can't locate object method "new" via package "RT::Handle" at /opt/rt3/lib/RT.pm line 147 Message-ID: Grrr... -RT_SiteConfig.pm- Set($DatabaseType , 'mysql'); CHECK -httpd.conf- DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason CHECK chown -R nobody:nobody /opt/rt3/ CHECK Anybody have any ideas? I searched my archive of the list's traffic of the last 6 months or so; saw a number of folks who appeared to be facing the same issue, but without finding any new darts to throw. I'm about Help?! --Trey From joela at umn.edu Tue Dec 2 15:42:16 2003 From: joela at umn.edu (Joel Peter Anderson) Date: Tue, 2 Dec 2003 14:42:16 -0600 Subject: [rt-users] CLI in RT 3 (or lack thereof). In-Reply-To: <20031202202643.GC18918@fsck.com> References: <1070395406.3fccf00ee0139@webmail.tufts.edu> <20031202202643.GC18918@fsck.com> Message-ID: > Ticket history display was inadvertently left out of 3.0.7 and will be > available in 3.0.8 Great! When will that be available? > > With RT2 I can view/update/assign (and more tickets) with something like a > > normal CLI. Is anyone as frustrated as I am (or having better luck)? > > Updating and modifying tickets has definitely been in the CLI since it > was introduced in 3.0.5 I should say, I'm not doubting that; I'm just fumbling with rebuilding scripts in my (not so copious) free time. ------------------------------------------------- joel anderson * joela at umn.edu * 612-625-7389 --> pager: 612-648-6823 http://www.vaccineinformation.org vaccines save lives From Kris.Boutilier at scrd.bc.ca Tue Dec 2 15:46:45 2003 From: Kris.Boutilier at scrd.bc.ca (Kris Boutilier) Date: Tue, 2 Dec 2003 12:46:45 -0800 Subject: [rt-users] Comment level custom fields functionality? Message-ID: <1174450A1968D111AAAF00805FC162AEBE1202@deep_thought.secure.scrd.bc.ca> Does anyone wish to see or has anyone undertaken to add custom fields functionality at the Comment/Reply level? We are using RT3 in our IT department for basic job tracking. It's working well, but we'd like to be able to tag comment records with markers to be able to produce management summary reports. Ie. we'd like to be able to mark comments with things like 'travel', 'meeting', 'purchasing', 'research' etc. >From this, combined with the Time Worked per comment, we could derive general summaries from a 'work type' perspective rather than just from the individual ticket perspective. The idea being to answer questions such as, 'Is travel to/from one particular site hogging a disproportionate amount of time?' or 'Is it taking more time to buy things than actually planning the purchases?' I'm not looking to turn RT into a full time and billing system, just to be able to add extra marker dimensions to the existing superstructure... Any comments? From josh at saratoga.lib.ny.us Tue Dec 2 15:50:18 2003 From: josh at saratoga.lib.ny.us (josh) Date: Tue, 2 Dec 2003 15:50:18 -0500 Subject: [rt-users] Telling a web site to user Perl 5.8 Message-ID: <20031202205018.GA3304@saratoga.lib.ny.us> Sorry bout the cross posting. I was almost all installed with RT3 but when I went to restart my webserver, the website was using the default installtion of Perl 5.6, in /usr/bin not the newer version of Perl in /usr/local/bin. Also, perhaps someone with a better of Apache can 1.3 can help me. I'm working on a cobalt server that has split up a lot of the configuartions. In addition to /etc/httpd/conf/httpd.conf there is /etc/http/conf/srm.conf, and access.conf and a few others as well as the vhosts directory for all the virtual hosting conf files. Basically, I need the RT site to use perl 5.8. -- Josh Kuperman josh at saratoga.lib.ny.us From khera at kcilink.com Tue Dec 2 15:56:04 2003 From: khera at kcilink.com (Vivek Khera) Date: Tue, 2 Dec 2003 15:56:04 -0500 Subject: [rt-users] Telling a web site to user Perl 5.8 In-Reply-To: <20031202205018.GA3304@saratoga.lib.ny.us> References: <20031202205018.GA3304@saratoga.lib.ny.us> Message-ID: <16332.64612.599302.896721@yertle.int.kciLink.com> >>>>> "j" == josh writes: j> Sorry bout the cross posting. j> I was almost all installed with RT3 but when I went to restart my j> webserver, the website was using the default installtion of Perl 5.6, j> in /usr/bin not the newer version of Perl in /usr/local/bin. mod_perl doesn't use /usr/bin/perl nor /usr/local/bin/perl. you need to recompile mod_perl against the newer perl run-time library. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Vivek Khera, Ph.D. Khera Communications, Inc. Internet: khera at kciLink.com Rockville, MD +1-240-453-8497 AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/ From jesse at bestpractical.com Tue Dec 2 16:02:04 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 2 Dec 2003 16:02:04 -0500 Subject: [rt-users] CLI in RT 3 (or lack thereof). In-Reply-To: References: <1070395406.3fccf00ee0139@webmail.tufts.edu> <20031202202643.GC18918@fsck.com> Message-ID: <20031202210204.GF18918@fsck.com> On Tue, Dec 02, 2003 at 02:42:16PM -0600, Joel Peter Anderson wrote: > > > Ticket history display was inadvertently left out of 3.0.7 and will be > > available in 3.0.8 > > Great! When will that be available? When it's ready. I expect the functionality you're interested in to appear in the repository in the next couple days, but we can't commit to dates other than to customers. Best, Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From josh at saratoga.lib.ny.us Tue Dec 2 16:09:37 2003 From: josh at saratoga.lib.ny.us (josh) Date: Tue, 2 Dec 2003 16:09:37 -0500 Subject: [rt-users] Telling a web site to user Perl 5.8 In-Reply-To: <16332.64612.599302.896721@yertle.int.kciLink.com> References: <20031202205018.GA3304@saratoga.lib.ny.us> <16332.64612.599302.896721@yertle.int.kciLink.com> Message-ID: <20031202210937.GA4893@saratoga.lib.ny.us> I thought I was using fastcgi - and not mod perl. I get an error about something not be found in @INC after searchign all the 5.6 libraries, but all the scripts I know of have been built to use 5.8. On Tue, Dec 02, 2003 at 03:56:04PM -0500, Vivek Khera wrote: > >>>>> "j" == josh writes: > > j> Sorry bout the cross posting. > j> I was almost all installed with RT3 but when I went to restart my > j> webserver, the website was using the default installtion of Perl 5.6, > j> in /usr/bin not the newer version of Perl in /usr/local/bin. > > mod_perl doesn't use /usr/bin/perl nor /usr/local/bin/perl. you need > to recompile mod_perl against the newer perl run-time library. -- Josh Kuperman josh at saratoga.lib.ny.us From khera at kcilink.com Tue Dec 2 16:14:38 2003 From: khera at kcilink.com (Vivek Khera) Date: Tue, 2 Dec 2003 16:14:38 -0500 Subject: [rt-users] Telling a web site to user Perl 5.8 In-Reply-To: <20031202210937.GA4893@saratoga.lib.ny.us> References: <20031202205018.GA3304@saratoga.lib.ny.us> <16332.64612.599302.896721@yertle.int.kciLink.com> <20031202210937.GA4893@saratoga.lib.ny.us> Message-ID: <16333.190.504469.315344@yertle.int.kciLink.com> >>>>> "j" == josh writes: j> I thought I was using fastcgi - and not mod perl. I get an error about Oh. then why are you needing to restart your web server? j> something not be found in @INC after searchign all the 5.6 libraries, j> but all the scripts I know of have been built to use 5.8. make sure the process running the script has permissions to read that file. specifically what is not found would be helpful (unless I missed it earlier). From jim.rowan at starcore-dsp.com Tue Dec 2 16:17:48 2003 From: jim.rowan at starcore-dsp.com (Jim Rowan) Date: Tue, 2 Dec 2003 15:17:48 -0600 Subject: [rt-users] Comment level custom fields functionality? Message-ID: YES! I had a meeting with my users just the other day, this was exactly what we decided we needed. They already use the time_worked field to track their time, but they need to allocate it at the transaction level to various buckets ("onsite/offsite", "billable/nonbillable"). I had not yet looked at how I might implement such a beast -- but I have an immediate need and will work with you to do it, if you like. > -----Original Message----- > From: Kris Boutilier [mailto:Kris.Boutilier at scrd.bc.ca] > Sent: Tuesday, December 02, 2003 2:47 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] Comment level custom fields functionality? > > > Does anyone wish to see or has anyone undertaken to add > custom fields functionality at the Comment/Reply level? > > We are using RT3 in our IT department for basic job tracking. > It's working well, but we'd like to be able to tag comment > records with markers to be able to produce management summary > reports. Ie. we'd like to be able to mark comments with > things like 'travel', 'meeting', 'purchasing', 'research' etc. > > > >From this, combined with the Time Worked per comment, we could derive > general summaries from a 'work type' perspective rather than > just from the individual ticket perspective. The idea being > to answer questions such as, 'Is travel to/from one > particular site hogging a disproportionate amount of time?' > or 'Is it taking more time to buy things than actually > planning the purchases?' > > I'm not looking to turn RT into a full time and billing > system, just to be able to add extra marker dimensions to the > existing superstructure... > > Any comments? > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-> users > > Have you > read the FAQ? The RT FAQ Manager lives at > http://fsck.com/rtfm > From pdh at snapgear.com Tue Dec 2 17:38:12 2003 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 3 Dec 2003 08:38:12 +1000 Subject: [rt-users] files are there but apache won't start In-Reply-To: <00c501c3b90b$410cc2c0$650b0b0a@DELL2> References: <00c501c3b90b$410cc2c0$650b0b0a@DELL2> Message-ID: <20031202223812.GA745@moreton.com.au> Raymond Norton wrote: > I get the following error after two new installs of apache. Testdeps shows > everything is up to par. I can browse to the files it says are not there. including libapreq.so? Try reinstalling Apache::Request perhaps? > '/usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi/auto/Apache/Cookie/C > ookie.so' for module Apache::Cookie: libapreq.so: cannot open shared object > file: No such file or directory at > /usr/lib/perl5/5.8.1/i386-linux-thread-multi/DynaLoader.pm line 229. -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company From pdh at snapgear.com Tue Dec 2 17:40:50 2003 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 3 Dec 2003 08:40:50 +1000 Subject: [rt-users] RT3 Error In-Reply-To: <8ABC35686C73554691F3481C4023BE5EF17CC5@abz01be.eurac.edu> References: <8ABC35686C73554691F3481C4023BE5EF17CC5@abz01be.eurac.edu> Message-ID: <20031202224050.GB745@moreton.com.au> Senoner Samuel wrote: > Your RT_SiteConfig.pm is a copy of RT_Config.pm with some changes for > your system. It shouldn't be. It *should* contain only the things that need changing from RT_Config.pm. Don't copy the whole file, that defeats the purpose of the dual config files (RT_Config and RT_SiteConfig.) -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company From pdh at snapgear.com Tue Dec 2 17:42:19 2003 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 3 Dec 2003 08:42:19 +1000 Subject: [rt-users] RT3 Error In-Reply-To: <8ABC35686C73554691F3481C4023BE5EF17CD2@abz01be.eurac.edu> References: <8ABC35686C73554691F3481C4023BE5EF17CD2@abz01be.eurac.edu> Message-ID: <20031202224219.GC745@moreton.com.au> David Ziggy Lubowa apparently wrote: > i have edited my RT_Config.pm and i have figure "1;" in my > RT_SiteConfig.pm , should i copy only the parameters that i need to my > RT_SiteConfig.pm or i leave the setup as it is ...?? Copy only the parameters that need changing to RT_SiteConfig, and never edit RT_Config itself. -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company From pdh at snapgear.com Tue Dec 2 17:49:54 2003 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 3 Dec 2003 08:49:54 +1000 Subject: [rt-users] Problem installing RTFM 2.01 In-Reply-To: <3FCC50A6.6000705@colorplaza.com> References: <20031201170006.A92BE11393@pallas.eruditorum.org> <3FCC50A6.6000705@colorplaza.com> Message-ID: <20031202224954.GD745@moreton.com.au> Panu wrote: > Locale::Maketext version 1.04 required--this is only version 1.03 at > > CSPAN doesn't have 1.04. Should I install it by hand? IS there something > else I have to do bacause of that? Or is this error because of something > else too? CSPAN probably doesn't have it for political reasons. However, CPAN does. In fact, my CPAN mirror currently shows 1.06. Your CPAN mirror is apparently out of date. -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company From pdh at snapgear.com Tue Dec 2 17:53:25 2003 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 3 Dec 2003 08:53:25 +1000 Subject: [rt-users] Can't locate object method "new" via package "RT::Handle" at /opt/rt3/lib/RT.pm line 147 In-Reply-To: References: Message-ID: <20031202225325.GE745@moreton.com.au> trey.darley wrote: > chown -R nobody:nobody /opt/rt3/ Why would you do that? That's broken. Undo it (via "make fixperms" in your RT source dir). While you're there, try a "make testdeps". -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company From josh at saratoga.lib.ny.us Tue Dec 2 18:00:29 2003 From: josh at saratoga.lib.ny.us (josh) Date: Tue, 2 Dec 2003 18:00:29 -0500 Subject: [rt-users] Telling a web site to user Perl 5.8 In-Reply-To: <16333.190.504469.315344@yertle.int.kciLink.com> References: <20031202205018.GA3304@saratoga.lib.ny.us> <16332.64612.599302.896721@yertle.int.kciLink.com> <20031202210937.GA4893@saratoga.lib.ny.us> <16333.190.504469.315344@yertle.int.kciLink.com> Message-ID: <20031202230029.GA11563@saratoga.lib.ny.us> I am trying to set up a test server because when I screw up the main httpd server around hear it stop a lot of things people care about (as I found out today). It should be up sometime tomorrow - and I can try to install RT on it - though it won't have mail working, it should be enough to generate precise error messages. The only reason I restarted my web server was actually to read in the new configuration file and of course it goes without saying that I try to blindly follow the instruction in the README, interpreting them literally and implementing them without thinking. I believe my problem may be as simple (or complicated) as the user rt runs as. The user for me is httpd, and if I "su - httpd" , that user inherits the default perl 5.6. I just did that and issued "perl -v". So I need a way for the web pages to either automatically alter the default perl for the installation, create a different user for RT to run as, or find a way to designate which perl to use for the website. On Tue, Dec 02, 2003 at 04:14:38PM -0500, Vivek Khera wrote: > >>>>> "j" == josh writes: > > j> I thought I was using fastcgi - and not mod perl. I get an error about > > Oh. then why are you needing to restart your web server? > > j> something not be found in @INC after searchign all the 5.6 libraries, > j> but all the scripts I know of have been built to use 5.8. > > make sure the process running the script has permissions to read that > file. > > specifically what is not found would be helpful (unless I missed it > earlier). > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Josh Kuperman josh at saratoga.lib.ny.us From pdh at snapgear.com Tue Dec 2 18:03:50 2003 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 3 Dec 2003 09:03:50 +1000 Subject: [rt-users] Returned mail: see transcript for details In-Reply-To: <95897D4A-24B5-11D8-8B16-000393CFE3B8@isrec.unil.ch> References: <95897D4A-24B5-11D8-8B16-000393CFE3B8@isrec.unil.ch> Message-ID: <20031202230350.GG745@moreton.com.au> Vassilios Ioannidis wrote: > RT rejects occasionally some emails and sends this ugly report to the > requestors: > >error: Unrecognised line: Name Firstname > > at > >/usr/local/rt_server/rt3/lib/RT/Interface/Email.pm line 345 > I am using RT 3.0.4 and perl 5.8.0 lib/RT/Interface/Email.pm has undergone a lot of changes since 3.0.4. Some of them may well be related. If at all possible, you should try an upgrade to 3.0.7; in any case, make sure your Mail::Address module is up to date. -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company From jschubert at linearcorp.com Tue Dec 2 10:14:27 2003 From: jschubert at linearcorp.com (John Schubert) Date: 02 Dec 2003 15:14:27 +0000 Subject: [rt-users] Moving RT3 off the web server root In-Reply-To: <001601c3a3ad$501b9340$7e00a8c0@office.anythingemail.com> References: <001601c3a3ad$501b9340$7e00a8c0@office.anythingemail.com> Message-ID: <1070378067.1532.20.camel@localhost.localdomain> > The setup we use here is quite simple. The server that I run RT on > handles our helpdesk requests as well as other development applications. > To keep RT separate from all the other things on the server, I simply > added the following lines to httpd.conf (along with similar entries for > our monitoring system, SQL admin pages, etc): > > Alias /rt "/var/rt3/share/html" > > > PerlModule Apache::DBI > PerlRequire /var/rt3/bin/webmux.pl > SetHandler perl-script > PerlHandler RT::Mason > > > In my case, RT is installed in /var/rt3 (not the usual /opt/rt3), and My apologies for dragging up an old subject, however I saved this one to try out later. I tried removing the virtual host tag in httpd.conf and just use the directory tags you have above (replacing var with opt for my standard install) and it broke RT. It went back to the %% gobbility goop(which indicates its not parsing the perl). Is there something else I missed? John From maxb at ukf.net Tue Dec 2 18:23:17 2003 From: maxb at ukf.net (Max Bowsher) Date: Tue, 2 Dec 2003 23:23:17 -0000 Subject: [rt-users] RT3 Error References: Message-ID: <028101c3b92b$d45d6a50$78d96f83@starfruit> David Ziggy Lubowa wrote: > su-2.05a# egrep '^\$MasonComponentRoot' /var/www/rt3/lib/RT.pm > $MasonComponentRoot = '/usr/local/rt3/share/html'; > > that is what i get .....what are we looking for...if i may ask .. is that > the right path above ?? Ah. You configured rt to run from /usr/local/rt3, but are now trying to run it from /var/www/rt3. Don't do this. Mason doesn't like it. Instead, make sure to ./configure --prefix=/where/to/put/rt3 and make install, directly to where you want to run rt from. Max. From pdh at snapgear.com Tue Dec 2 18:31:19 2003 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 3 Dec 2003 09:31:19 +1000 Subject: [rt-users] Showing tickets to nobody In-Reply-To: <20031202153953.GA27214@kzdoos.xs4all.nl> References: <20031202153953.GA27214@kzdoos.xs4all.nl> Message-ID: <20031202233119.GI745@moreton.com.au> Hi, Koos! Koos van den Hout wrote: > but, displaying a single ticket does not work > > $Ticket=LoadTicket($id); Try: my $ticket = new RT::Ticket($user); $ticket->Load($id); Also, you might like to consider that the wheel has already been invented, and lives at /SelfService/ :-) -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company From tom at LS.Berkeley.EDU Tue Dec 2 18:58:25 2003 From: tom at LS.Berkeley.EDU (Tom Holub) Date: Tue, 2 Dec 2003 15:58:25 -0800 Subject: [rt-users] Problems with upgrade to rt-3.0.7_01 Message-ID: <20031202235825.GA13563@ls.berkeley.edu> I'm running Apache 2 on RedHat Linux 9. I did a number of changes at the same time, and now RT is severely broken. Here's what I changed: I was running: Apache 2.0.47 mod_perl 1.99_09 rt 3.0.5 RedHat default perl (5.8.0 from rpm) I went to upgrade RT to 3.0.7_01, and at the same time decided to switch from the rpm-installed perl to a compiled-from-source version 5.8.2. (I'd had a number of issues with RedHat's version). Everything worked fine at first. But after the machine rebooted, Apache wouldn't start, looking for Apache/Counter.pm to load mod_perl. I saw some indications that this might be a mod_perl problem, so I upgraded mod_perl to 1.99_11, which required upgrading Apache to 2.0.48. But that didn't fix the problem. It turned out the problem with loading mod_perl was that webmux.pl from RT wanted Apache::compat loaded, so I added that to Apache's mod_perl startup script. So, Apache is now running; server-info says: Server Version: Apache/2.0.48 (Unix) mod_perl/1.99_11 Perl/v5.8.2 mod_ssl/2.0.48 OpenSSL/0.9.7a DAV/2 PHP/4.3.2 However, RT is still hosed. I can log in to the web interface, but I don't see any queues or tickets. I'm also unable to create tickets through the email interface; from this line in my aliases file: ohlone: "|/opt/local/bin/rt-mailgate --queue ohlone --action correspond --url http://request.ls.berkeley.edu/" I get the following email error: From: request at LS.Berkeley.EDU To: tom at LS.Berkeley.EDU Subject: Ticket creation failed No permission to create tickets in the queue '' It doesn't seem like a permissions problem, because I'm able to access the database via mysqladmin or phpmyadmin, using the rt username and password. Somehow the --queue argument to rt-mailgate is being dropped. There are no errors generated in the web server log, the log file defined in the httpd.conf, or the log directory defined in RT_Config. I've reinstalled rt-3.0.7_01, with no better results. Any ideas what might be going wrong here? -- Tom Holub (tom_holub at LS.Berkeley.EDU, 510-642-9069) College of Letters & Science 249 Campbell Hall From jschubert at linearcorp.com Tue Dec 2 11:07:08 2003 From: jschubert at linearcorp.com (John Schubert) Date: 02 Dec 2003 16:07:08 +0000 Subject: [rt-users] configuration questions (WebimagesURL, field placement) In-Reply-To: <20031202233119.GI745@moreton.com.au> References: <20031202153953.GA27214@kzdoos.xs4all.nl> <20031202233119.GI745@moreton.com.au> Message-ID: <1070381229.1633.30.camel@localhost.localdomain> I appreciate the help I've gotten here in the past. I have looked through the docs, archive and recent posts and have a few questions. When I update something in the RT_SiteConfig, do I leave the "1" on a line by itself at the end? If so, do the config changes stay, or does this prompt a script to change RT_Config and leave SiteConfig with only a "1" again (in other words, its clean again, ready for the next change). I'm trying to fix a broken img in the header, so I'm specifically trying to update the fields related to it. Would this be just updating WebImagesURL in SiteConfig? A great deal of the fields are unused or in an awkward order for our use. Again, I've looked through the docs and archive but haven't seen anything that would indicate you can customize the viewing of tickets. Simply put, we only want maybe 7 or 8 of the fields (name, date, time open, comments and one or two more). I have worked with Remedy and Clarify, so it would be cool if future RT versions allowed a more customizable GUI (assuming it doesn't already). John From jesse at bestpractical.com Tue Dec 2 19:16:05 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 2 Dec 2003 19:16:05 -0500 Subject: [rt-users] configuration questions (WebimagesURL, field placement) In-Reply-To: <1070381229.1633.30.camel@localhost.localdomain> References: <20031202153953.GA27214@kzdoos.xs4all.nl> <20031202233119.GI745@moreton.com.au> <1070381229.1633.30.camel@localhost.localdomain> Message-ID: <20031203001605.GP18918@fsck.com> > A great deal of the fields are unused or in an awkward order for our > use. Again, I've looked through the docs and archive but haven't seen > anything that would indicate you can customize the viewing of tickets. > Simply put, we only want maybe 7 or 8 of the fields (name, date, time > open, comments and one or two more). I have worked with Remedy and > Clarify, so it would be cool if future RT versions allowed a more > customizable GUI (assuming it doesn't already). Well, it's fairly easy for local programmers to customize RT's user interface, but end-user customizable UI is something that we're interested in doing, though our priorities definitely lean toward "what customers are interested in funding." A couple of questions: How important is browser-based UI development to you? How important is s _graphical_ browser-based UI development to you? Best, Jesse > John > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From rt at musefoundry.com Tue Dec 2 19:47:37 2003 From: rt at musefoundry.com (AJ) Date: Tue, 2 Dec 2003 19:47:37 -0500 Subject: [rt-users] Comment level custom fields functionality? In-Reply-To: Message-ID: Perhaps something like this would work. If you look at the RTIR code, they display hidden fields in the ticket. The hidden fields are identified as such: _RTIR_. Then in the RTIR displays they show the fields using the ShowRTIRField element which finds the custom field with that value. The same idea is used for editing with the EditRTIRField, and searching with the SearchRTIRField. In the Display.html they have something like: <& /RTIR/Elements/ShowRTIRField, Ticket => $Ticket, Name => 'State' &> This displays the value of the hidden custom field _RTIR_State in the ticket. In the same manner, custom fields can be added to the comment section by creating a hidden field called _COMMENT_ (spaces can be in the field name) and populating it with what you want. Then modifying the Show/EditRTIRField elements to recognize the _COMMENT_ fields. To display you would then add something like: <& /Ticket/Elements/ShowCommentField, Ticket => $Ticket, Name => '' &> In the Display.html And in the Update.html add: <& /RTIR/Elements/EditCOMMENTField, Ticket => $Ticket, Name => '' &> After the % if ($CanComment) { where it auto selects the not sent to requestors. The last step would be to modify the Listing.html file so you can search on it with something like:
  • <& /Ticket/Elements/SearchCOMMENTField, QueueObj => $QueueObj, Name => '' &> It seems like a bit but if it was made global, instead of COMMENT use something more general, the same functions could be used in any page that displays, edits, or searches. -----Original Message----- From: rt-users-bounces at lists.fsck.com [mailto:rt-users-bounces at lists.fsck.com] On Behalf Of Jim Rowan Sent: Tuesday, December 02, 2003 4:18 PM To: Kris Boutilier; rt-users at lists.fsck.com Subject: RE: [rt-users] Comment level custom fields functionality? YES! I had a meeting with my users just the other day, this was exactly what we decided we needed. They already use the time_worked field to track their time, but they need to allocate it at the transaction level to various buckets ("onsite/offsite", "billable/nonbillable"). I had not yet looked at how I might implement such a beast -- but I have an immediate need and will work with you to do it, if you like. > -----Original Message----- > From: Kris Boutilier [mailto:Kris.Boutilier at scrd.bc.ca] > Sent: Tuesday, December 02, 2003 2:47 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] Comment level custom fields functionality? > > > Does anyone wish to see or has anyone undertaken to add > custom fields functionality at the Comment/Reply level? > > We are using RT3 in our IT department for basic job tracking. > It's working well, but we'd like to be able to tag comment > records with markers to be able to produce management summary > reports. Ie. we'd like to be able to mark comments with > things like 'travel', 'meeting', 'purchasing', 'research' etc. > > > >From this, combined with the Time Worked per comment, we could derive > general summaries from a 'work type' perspective rather than > just from the individual ticket perspective. The idea being > to answer questions such as, 'Is travel to/from one > particular site hogging a disproportionate amount of time?' > or 'Is it taking more time to buy things than actually > planning the purchases?' > > I'm not looking to turn RT into a full time and billing > system, just to be able to add extra marker dimensions to the > existing superstructure... > > Any comments? > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 josh at saratoga.lib.ny.us Tue Dec 2 21:55:42 2003 From: josh at saratoga.lib.ny.us (josh) Date: Tue, 2 Dec 2003 21:55:42 -0500 Subject: [rt-users] Telling a web site to user Perl 5.8 In-Reply-To: <16333.190.504469.315344@yertle.int.kciLink.com> References: <20031202205018.GA3304@saratoga.lib.ny.us> <16332.64612.599302.896721@yertle.int.kciLink.com> <20031202210937.GA4893@saratoga.lib.ny.us> <16333.190.504469.315344@yertle.int.kciLink.com> Message-ID: <20031203025542.GA2290@saratoga.lib.ny.us> On Tue, Dec 02, 2003 at 04:14:38PM -0500, Vivek Khera wrote: > >>>>> "j" == josh writes: > > j> I thought I was using fastcgi - and not mod perl. I get an error about > > Oh. then why are you needing to restart your web server? Actually that was perceptive of you. I had included one of the lines I should have commented out. I kept commenting out various line until I could restart the web server. But I kept getting error like this that are looking at the wrong instance of perl: Can't locate Locale/Maketext.pm in @INC (@INC contains: /usr/local/rt3/local/lib /usr/local/rt3/lib /usr/sausalito/perl /usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0 /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl/5.005/i386-linux /usr/lib/perl5/site_perl/5.005 /usr/lib/perl5/site_perl . /etc/httpd/ /etc/httpd/lib/perl) at /usr/local/rt3/lib/RT/I18N.pm line 33. BEGIN failed--compilation aborted at /usr/local/rt3/lib/RT/I18N.pm line 33. Compilation failed in require at /usr/local/rt3/lib/RT.pm line 29. BEGIN failed--compilation aborted at /usr/local/rt3/lib/RT.pm line 29. Compilation failed in require at /usr/local/rt3/bin/webmux.pl line 38. BEGIN failed--compilation aborted at /usr/local/rt3/bin/webmux.pl line 38. Compilation failed in require at (eval 10) line 1. > > j> something not be found in @INC after searchign all the 5.6 libraries, > j> but all the scripts I know of have been built to use 5.8. > > make sure the process running the script has permissions to read that > file. > > specifically what is not found would be helpful (unless I missed it > earlier). The virtual host part (in a separate file) is included below: # owned by VirtualHost NameVirtualHost 208.20.128.198 # FrontPage needs the following four things to be here # otherwise all the vhosts need to go in httpd.conf, which could # get very large since there could be thousands of vhosts Port 80 ServerRoot /etc/httpd ResourceConfig /etc/httpd/conf/srm.conf AccessConfig /etc/httpd/conf/access.conf ServerName support.sspl.org ServerAlias www.support.sspl.org ServerAdmin admin #DocumentRoot /home/.sites/28/site1/web DocumentRoot /usr/local/rt3/share/html AddDefaultCharset UTF-8 #Just about any line starting with Perl will crash the server. # # these four lines apply to Apache2+mod_perl2 only: {{{ # PerlSetVar MasonArgsMethod CGI # PerlModule Apache2 Apache::compat ErrorDocument 401 /error/401-authorization.html ErrorDocument 403 /error/403-forbidden.html ErrorDocument 404 /error/404-file-not-found.html ErrorDocument 500 /error/500-internal-server-error.html RewriteEngine on RewriteCond %{HTTP_HOST} !^208.20.128.198(:80)?$ RewriteCond %{HTTP_HOST} !^support.sspl.org(:80)?$ [NC] RewriteRule ^/(.*) http://support.sspl.org/$1 [L,R] # RewriteRule ^(.*)/$ $1/index.html # RewriteOptions inherit #AliasMatch ^/~([^/]+)(/(.*))? /home/.sites/28/site1/users/$1/web/$3 # BEGIN WebScripting SECTION. DO NOT EDIT MARKS OR IN BETWEEN. AddHandler cgi-wrapper .cgi AddHandler cgi-wrapper .pl AddHandler server-parsed .shtml AddType text/html .shtml AddType application/x-httpd-php .php4 AddType application/x-httpd-php .php #Either of these lines are enough to crahs the server as well #PerlModule Apache::DBI #PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason # END WebScripting SECTION. DO NOT EDIT MARKS OR IN BETWEEN. # FrontPage needs the following block in order to be able to use SSL on # this virtual host. Note: If this block occurs below the Port80 # block, then the automatic Perl configuration in ../httpd.conf fails. Port 443 ServerName support.sspl.org #DocumentRoot /home/.sites/28/site1/web DocumentRoot /opt/rt3/share/html SSLEngine on # end of VirtualHost owned section -- Josh Kuperman josh at saratoga.lib.ny.us From jesse at bestpractical.com Wed Dec 3 01:19:25 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 3 Dec 2003 01:19:25 -0500 Subject: [rt-users] Decoding of requestor name broken In-Reply-To: <037c01c3b4f6$e3140380$4a01a8c0@mekhanika> References: <02e901c3b4d5$af84de20$4a01a8c0@mekhanika> <20031127143412.GE18918@fsck.com> <037c01c3b4f6$e3140380$4a01a8c0@mekhanika> Message-ID: <20031203061925.GR18918@fsck.com> On Thu, Nov 27, 2003 at 06:58:10PM +0400, Igor Osin wrote: > > > Hi! > > > > > > The problem is that the perfectly valid requestor name like > > > "=?koi8-r?B?9MHU2NHOwSDixczRy8/XwQ==?=" (in "From:" message field) after > RT > > > processing becomes broken. > > > > > > It seems that the bug in lib/RT/Interface/Email.pm line 208: > > > $Name = Encode::encode(utf8 => $Name, Encode::FB_PERLQQ()) if defined > $Name; > > > > > > Before processing this line $Name contains a valid name (in utf-8), but > > > after it becomes broken. > > > Is there any way to fix this ? Yeah. that line is historical and should be removed. And has been as of change 376. -jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From dka at kesslerundpartner.biz Wed Dec 3 01:46:29 2003 From: dka at kesslerundpartner.biz (Daniel Kleine-Albers) Date: Wed, 3 Dec 2003 07:46:29 +0100 (CET) Subject: [rt-users] Problem with RT 3.0.7 and RTFM 2.0.1 In-Reply-To: References: <3630.212.144.146.241.1070041812.squirrel@webmail.kesslerundpartner.bi z> <20031128175438.GW18918@fsck.com> Message-ID: <44964.192.109.190.88.1070433989.squirrel@webmail.kesslerundpartner.bi z> OK. Sorry for that one. I did some RTFM and found the solution myself. (I should do this first as i usually do it - should not happen again) > > Thanx for the tip. I reinstalled all the perl things and mod_perl and > now it's working. Perhaps i didn't get it right, but how are articles > in RTFM supposed to be? At my installation i can only write a title and > a summary and insert some links to tickets and stuff - but there's no > box to enter a longer text for the article. Is this the correct > behaviour? > > Thanx, > Daniel > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From osinig at mekhanika.ru Wed Dec 3 01:57:07 2003 From: osinig at mekhanika.ru (Igor Osin) Date: Wed, 3 Dec 2003 10:57:07 +0400 Subject: [rt-users] Decoding of requestor name broken References: <02e901c3b4d5$af84de20$4a01a8c0@mekhanika> <20031127143412.GE18918@fsck.com> <037c01c3b4f6$e3140380$4a01a8c0@mekhanika> <20031203061925.GR18918@fsck.com> Message-ID: <023d01c3b96a$ad9fd170$4a01a8c0@mekhanika> > Yeah. that line is historical and should be removed. And has been as of > change 376. Thanks! It works fine now. Best Regards, Igor From mjj at isorauta.ntc.nokia.com Wed Dec 3 02:11:16 2003 From: mjj at isorauta.ntc.nokia.com (Mike Jackson) Date: Wed, 3 Dec 2003 09:11:16 +0200 Subject: [rt-users] is the "first.m.last@foo.com" bug fixed in RT3? In-Reply-To: <20031202145457.GL18918@fsck.com> References: <20031202141250.GA25593@isorauta.ntc.nokia.com> <20031202145457.GL18918@fsck.com> Message-ID: <20031203071116.GA27171@isorauta.ntc.nokia.com> ext Jesse Vincent (jesse at bestpractical.com) wrote: > > > > On Tue, Dec 02, 2003 at 04:12:50PM +0200, Mike Jackson wrote: > > Hi, > > I currently have RT2 and now that some users email addresses have > > started to include a middle initial, e.g. first.m.last at foo.com, RT > > bounces the messages with an error: > > > > "No permission to create tickets in queue foo" > > > > Is this fixed in RT3? If not, then which file do I need to hack to fix > > it? rt-mailgate? > > That sounds like poorly configured permissions on your RT instance, not > really a bug in RT. Hi, Perhaps I didn't make myself clear enough. I have hundreds of tickets that have been created by random people since I installed RT2. People with email addresses such as: somebody at bar.com first.last at bar.com are able to create tickets. People with email addresses such as: first.m.last at bar.com ^^^ are not able to create tickets. Also, RT2 refuses to allow this type of email address when creating an account from the web interface, e.g. for support people. Something inside of RT2 refuses to allow more than one dot before the @ in an email address. There is no other way to describe it than as a bug. I had been putting off upgrading to RT3 to give it some time to mature. I think that it's been in use for long enough now, and if this "bug" has been fixed then that's a good reason for me to upgrade. If it has not been fixed, then I don't want to go through the pain of upgrading when nothing else is broken... I can just dig into the code and fix it myself, but the patch won't be against RT3 :-(. Other than this one complaint, thanks for a really great system. It is truly a lifesaver :-) BR, -- mike From hwagener at hamburg.fcb.com Wed Dec 3 04:00:07 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Wed, 3 Dec 2003 10:00:07 +0100 Subject: [rt-users] RT3 on RH9 In-Reply-To: <8A331D75F9F3CD4CA589854776E6F2E601F2702C@hq-ex01.christenson.dom> References: <8A331D75F9F3CD4CA589854776E6F2E601F2702C@hq-ex01.christenson.dom> Message-ID: <17DF31DA-256F-11D8-A74A-003065DC18B8@hamburg.fcb.com> Am 02.12.2003 um 18:25 schrieb Account: > Hi all. New to list. I am sure this has been asked before, but does > anyone have a known install guide for RT3 and RH9. Please see the mailing list archives. This has been discussed to death on the list, and various solutions have been presented. In short: It's possible, but more forward with other distributions or operation systems. The least trouble seems to come from FreeBSD and debian camps. > Does anyone have a demo site up of RT3? > Try rt3.fsck.com with a login of guest/guest Regards, Harald From dlubowa at africaonline.co.ug Wed Dec 3 05:18:39 2003 From: dlubowa at africaonline.co.ug (David Ziggy Lubowa) Date: Wed, 3 Dec 2003 13:18:39 +0300 Subject: [rt-users] RT3 Error In-Reply-To: <028101c3b92b$d45d6a50$78d96f83@starfruit> Message-ID: cheers max got rt to work got the interface and all ..right now i am trying to give the user the proper rights , which is still giving me some hell to :( , i want all my users to be unprivileged which i assume is the right way to go , basically be able Assign, Comment , View , Close, tickets this was abit easier on the rt2 , this one is still giving me some hell to figure out ..but it has good features. That is basically my snag at the moment.... Cheers David Ziggy Lubowa Customer Support Engineer Africa Online ( U ) -----Original Message----- From: Max Bowsher [mailto:maxb at ukf.net] Sent: Wednesday, December 03, 2003 2:23 AM To: dlubowa at africaonline.co.ug; rt-users at lists.fsck.com Subject: Re: [rt-users] RT3 Error David Ziggy Lubowa wrote: > su-2.05a# egrep '^\$MasonComponentRoot' /var/www/rt3/lib/RT.pm > $MasonComponentRoot = '/usr/local/rt3/share/html'; > > that is what i get .....what are we looking for...if i may ask .. is that > the right path above ?? Ah. You configured rt to run from /usr/local/rt3, but are now trying to run it from /var/www/rt3. Don't do this. Mason doesn't like it. Instead, make sure to ./configure --prefix=/where/to/put/rt3 and make install, directly to where you want to run rt from. Max. --- Incoming mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.542 / Virus Database: 336 - Release Date: 11/18/2003 --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.542 / Virus Database: 336 - Release Date: 11/18/2003 From koos at kzdoos.xs4all.nl Wed Dec 3 05:53:51 2003 From: koos at kzdoos.xs4all.nl (Koos van den Hout) Date: Wed, 3 Dec 2003 11:53:51 +0100 Subject: [rt-users] Showing tickets to nobody In-Reply-To: <20031202233119.GI745@moreton.com.au> References: <20031202153953.GA27214@kzdoos.xs4all.nl> <20031202233119.GI745@moreton.com.au> Message-ID: <20031203105351.GA14409@kzdoos.xs4all.nl> Quoting Phil Homewood who wrote on Wed, Dec 03, 2003 at 09:31:19AM +1000: > Hi, Koos! Hi! We meet in the strangest places ;) > Koos van den Hout wrote: > > but, displaying a single ticket does not work > > > > $Ticket=LoadTicket($id); > > Try: > > my $ticket = new RT::Ticket($user); > $ticket->Load($id); Thanks, that's the one. > Also, you might like to consider that the wheel has already > been invented, and lives at /SelfService/ :-) I'm very new to RT, but I'll have a look at this wheel before I invent any more stuff already done :) Koos -- Koos van den Hout, PGP keyid RSA/1024 0xCA845CB5 via keyservers koos at kzdoos.xs4all.nl or DSS/1024 0xF0D7C263 -?) Fax +31-30-2817051 Visit the site about books with reviews /\\ http://idefix.net/~koos/ http://www.virtualbookcase.com/ _\_V From Nick.Bown at fundshub.com Wed Dec 3 06:00:03 2003 From: Nick.Bown at fundshub.com (Nick Bown) Date: Wed, 3 Dec 2003 11:00:03 -0000 Subject: [rt-users] Display sorting of the "My tickets" page Message-ID: Hi, Does anyone have a fix to allow restricted users to sort their "My tickets" pages? Something to reorganize the page by the subject, request number, etc. when they click on the heading would be good. Thanks, Nick ___________________________________________________________________________ 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 stucki-rt-users at math.fu-berlin.de Wed Dec 3 06:10:21 2003 From: stucki-rt-users at math.fu-berlin.de (Chr. von Stuckrad) Date: Wed, 3 Dec 2003 12:10:21 +0100 Subject: [rt-users] is the "first.m.last@foo.com" bug fixed in RT3? In-Reply-To: <20031203071116.GA27171@isorauta.ntc.nokia.com> References: <20031202141250.GA25593@isorauta.ntc.nokia.com> <20031202145457.GL18918@fsck.com> <20031203071116.GA27171@isorauta.ntc.nokia.com> Message-ID: <20031203111021.GX10372@localhost.math.fu-berlin.de> On Wed, Dec 03, 2003 at 09:11:16AM +0200, Mike Jackson wrote: > People with email addresses such as: > > first.m.last at bar.com > ^^^ > are not able to create tickets. Also, RT2 refuses to allow this type of > email address when creating an account from the web interface, e.g. for > support people. Something inside of RT2 refuses to allow more than one > dot before the @ in an email address. I checked this with our installation. Both my 'long mail addresses' went through fine! So I could create tickets as 'christoph.von.stuckirad at ...' and also as 'christoph.v.stuckrad at ...' No problem seen! This is on RT 3.0.7_01 'Stucki' -- Christoph von Stuckrad * * |nickname |\ Freie Universitaet Berlin |/_*|'stucki' |Tel(days):+49 30 838-75 459| Fachbereich Mathematik, EDV|\ *|if online|Tel(else):+49 30 77 39 6600| Arnimallee 2-6/14195 Berlin* * |on IRCnet|Fax(alle):+49 30 838-75454/ From pdh at snapgear.com Wed Dec 3 06:23:19 2003 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 3 Dec 2003 21:23:19 +1000 Subject: [rt-users] is the "first.m.last@foo.com" bug fixed in RT3? In-Reply-To: <20031203071116.GA27171@isorauta.ntc.nokia.com> References: <20031202141250.GA25593@isorauta.ntc.nokia.com> <20031202145457.GL18918@fsck.com> <20031203071116.GA27171@isorauta.ntc.nokia.com> Message-ID: <20031203112319.GA91724@dorfl.internal.moreton.com.au> Mike Jackson wrote: > People with email addresses such as: > > first.m.last at bar.com > ^^^ > are not able to create tickets. Also, RT2 refuses to allow this type of > email address when creating an account from the web interface, e.g. for > support people. Something inside of RT2 refuses to allow more than one > dot before the @ in an email address. Have you reported this previously, or are you just expecting that someone else has done so? Anyway:- [rt2] mysql> select count(*) from Users where EmailAddress like '%.%.%@%'; +----------+ | count(*) | +----------+ | 52 | +----------+ 1 row in set (0.71 sec) [rt3] mysql> select count(*) from Users where EmailAddress like '%.%.%@%'; +----------+ | count(*) | +----------+ | 193 | +----------+ 1 row in set (0.18 sec) there's apparently nothing special about two dots as far as I or my RT2 and RT3 instances can tell... From niels.peen at int.greenpeace.org Wed Dec 3 08:32:49 2003 From: niels.peen at int.greenpeace.org (Niels Peen) Date: Wed, 03 Dec 2003 14:32:49 +0100 Subject: [rt-users] interesting display of search results Message-ID: <3FCDE601.6080107@int.gl3> Hi All, I click "New Search", select a random queue and tell it to show me every ticket that "isnt resolved". Then I hit the "Search" button. The resulting page says "Found 5,828 tickets", or any other number which is likely to be correct. The page however shows no, or too few results (<50). When I then start browsing using the "Next page" button I encounter many empty and/or only partly filled pages. All the results are there, but scattered over too many pages. The above example uses "isnt resolved" but it happens in many other cases as well. The queues where this is most obvious have a lot of deleted tickets. Perhaps these need to be cleaned up..(if so, how?)..or they should be exluded from the search (as they aren't displayed anyway).. or they should simply be displayed.. or perhaps it's not related at all. In any case it's either a bug or I'm doing something wrong. Any suggestions are appreciated! :) Thanks, -- -- Niels Peen -- (ICQ: 995799) -- Greenpeace International, IT -- Keizersgracht 176, 1016 DW Amsterdam -- The Netherlands -- +31 20 523 6222 (office) From josh at saratoga.lib.ny.us Wed Dec 3 09:22:51 2003 From: josh at saratoga.lib.ny.us (josh) Date: Wed, 3 Dec 2003 09:22:51 -0500 Subject: [rt-users] Telling a web site to user Perl 5.8 In-Reply-To: <16333.190.504469.315344@yertle.int.kciLink.com> References: <20031202205018.GA3304@saratoga.lib.ny.us> <16332.64612.599302.896721@yertle.int.kciLink.com> <20031202210937.GA4893@saratoga.lib.ny.us> <16333.190.504469.315344@yertle.int.kciLink.com> Message-ID: <20031203142251.GB28486@saratoga.lib.ny.us> As I read the instruction, now I believe the README does not really include correct instructions for using fastcgi without mod perl. So I wonder if something like this wouldn't work better for use without mod perl. This is just intended as an example (not correct locations) Alias /support /usr/local/rt3/share/html ScriptAlias /rt-cgi-binl-cgi /urs/local/rt3/bin AllowOverride All Alternatively (choice 2) I could rebuild my 5.6 installation to have all the modules and use that with the preexisting mod_perl. And finally I might try to figure out how to use a different Perl environment for one web site. Though as this may be impossible without building a new Apache I'm leaning toward choice 2. On Tue, Dec 02, 2003 at 04:14:38PM -0500, Vivek Khera wrote: > >>>>> "j" == josh writes: > > j> I thought I was using fastcgi - and not mod perl. I get an error about > > Oh. then why are you needing to restart your web server? -- Josh Kuperman josh at saratoga.lib.ny.us From Michael.Frazer at InterCept.Net Wed Dec 3 09:31:48 2003 From: Michael.Frazer at InterCept.Net (Mike Frazer) Date: Wed, 3 Dec 2003 09:31:48 -0500 Subject: [rt-users] interesting display of search results Message-ID: I have the same problem with "deleted" tickets and I've had a number of users asking about this. -----Original Message----- From: Niels Peen [mailto:niels.peen at int.greenpeace.org] Sent: Wednesday, December 03, 2003 8:33 AM To: rt-users at lists.fsck.com Subject: [rt-users] interesting display of search results Hi All, I click "New Search", select a random queue and tell it to show me every ticket that "isnt resolved". Then I hit the "Search" button. The resulting page says "Found 5,828 tickets", or any other number which is likely to be correct. The page however shows no, or too few results (<50). When I then start browsing using the "Next page" button I encounter many empty and/or only partly filled pages. All the results are there, but scattered over too many pages. The above example uses "isnt resolved" but it happens in many other cases as well. The queues where this is most obvious have a lot of deleted tickets. Perhaps these need to be cleaned up..(if so, how?)..or they should be exluded from the search (as they aren't displayed anyway).. or they should simply be displayed.. or perhaps it's not related at all. In any case it's either a bug or I'm doing something wrong. Any suggestions are appreciated! :) Thanks, -- -- Niels Peen -- (ICQ: 995799) -- Greenpeace International, IT -- Keizersgracht 176, 1016 DW Amsterdam -- The Netherlands -- +31 20 523 6222 (office) _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 Dec 3 09:47:32 2003 From: khera at kcilink.com (Vivek Khera) Date: Wed, 3 Dec 2003 09:47:32 -0500 Subject: [rt-users] Telling a web site to user Perl 5.8 In-Reply-To: <20031203025542.GA2290@saratoga.lib.ny.us> References: <20031202205018.GA3304@saratoga.lib.ny.us> <16332.64612.599302.896721@yertle.int.kciLink.com> <20031202210937.GA4893@saratoga.lib.ny.us> <16333.190.504469.315344@yertle.int.kciLink.com> <20031203025542.GA2290@saratoga.lib.ny.us> Message-ID: <16333.63364.477658.534070@yertle.int.kciLink.com> >>>>> "j" == josh writes: j> should have commented out. I kept commenting out various line until I j> could restart the web server. But I kept getting error like this that j> are looking at the wrong instance of perl: j> Can't locate Locale/Maketext.pm in @INC (@INC contains: j> /usr/local/rt3/local/lib /usr/local/rt3/lib /usr/sausalito/perl j> /usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0 Ok, so exactly where *is* Locale/Maketext.pm on your system? From cubic at acronis.ru Wed Dec 3 09:55:31 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 03 Dec 2003 17:55:31 +0300 Subject: [rt-users] Telling a web site to user Perl 5.8 In-Reply-To: <20031203142251.GB28486@saratoga.lib.ny.us> References: <20031202205018.GA3304@saratoga.lib.ny.us> <16332.64612.599302.896721@yertle.int.kciLink.com> <20031202210937.GA4893@saratoga.lib.ny.us> <16333.190.504469.315344@yertle.int.kciLink.com> <20031203142251.GB28486@saratoga.lib.ny.us> Message-ID: <3FCDF963.6070300@acronis.ru> josh wrote: [snip] > > Alternatively (choice 2) I could rebuild my 5.6 installation to have all the > modules and use that with the preexisting mod_perl. Bad idea. RT and perl5.6.x incompatible. > > > And finally I might try to figure out how to use a different Perl > environment for one web site. Though as this may be impossible without > building a new Apache I'm leaning toward choice 2. I don't about FastCGI, but with mod_perl you have to rebuild mp against another perl version(if static linkage then Apache rebuild also needed). From jari at utu.fi Wed Dec 3 10:04:15 2003 From: jari at utu.fi (Jari Lehtonen) Date: Wed, 03 Dec 2003 17:04:15 +0200 Subject: [rt-users] Character encoding problems with RT 3.0.7_1 Message-ID: <2147483647.1070471055@joydivision.utu.fi> Hello, we've recently implemented Request Tracker using the following components: - FreeBSD 5.1-RELEASE - Perl 5.8.2 (from ports) - Apache 1.3.29 (from port apache+mod_ssl-1.3.29+2.8.16= - mod_perl (from port mod_perl-1.28) and everything works quite well, even the superuser is relatively happy, with the exception of one problem: scandinavian characters are all garbled up in SOME tickets sent via email. I've done some tests and came to a conclusion that @EmailInputEncodings is case sensitive; that is, it thinks that "iso-8859-1" and "ISO-8859-1" are different character sets. Is this correct? Anyway, after inserting ISO-8859-1 into that array emails sent from pine (configured to report its character set as ISO-8859-1) come through without problems. Another issue is in the notification emails RT sends back to requestors; namely that subject lines containing 8-bit characters are sent base64 encoded. Is this intentional, or a bug? Example: Subject: =?ISO-8859-1?B?W3Rlc3QudXR1LmZpICMyNF0gTHn2ZOTkbiB2aWVs5CBsaXPk5CBw9mtr9uQ gcGVzIOTkbiAodGVzdGkp?= When it actually should read something like: Subject: =?ISO-8859-1?Q?Ly=F6d=E4=E4n_viel=E4_lis=E4=E4_p=F6kk=F6=E4_pes?= =?ISO-8859-1?Q?=E4=E4n_=28testi=29?= Note: these subjects are not exactly the same even when decoded. They are here just to point out the difference in coding used. -- Jari Lehtonen Unix & Network services Computing Center University of Turku, Finland From sury.ondrej at globe.cz Wed Dec 3 11:09:41 2003 From: sury.ondrej at globe.cz (=?iso-8859-2?Q?Ond=F8ej_Sur=FD?=) Date: Wed, 03 Dec 2003 17:09:41 +0100 Subject: [rt-users] Corrupted attachments still there (3.0.7_01) Message-ID: <1070467781.1285.91.camel@ondrej> Hello, I falsely thinked that I solved issue with corrupted attachments :( Problem is still there on certain conditions. It works when using Epiphany browser on Linux with en_GB.UTF-8 locale. Headers of attachment are: Content-Type: application/octet-stream; name="REKLAMA-MANAGER.pdf" Content-Disposition: inline; filename="REKLAMA-MANAGER.pdf" Content-Transfer-Encoding: base64 Content-Length: 161203 ngreped HTTP Headers from network are attached as ngrep-linux.txt When attached same file on Windows (either Mozilla 1.3 or IE6), headers are: Content-Type: application/pdf; name="REKLAMA-MANAGER.pdf" Content-Disposition: inline; filename="REKLAMA-MANAGER.pdf" Content-Transfer-Encoding: base64 Content-Length: 235078 ngreped HTTP headers from network are attached as ngrep-windows.txt As you can see difference is in mime type and in Content-length:. 161203 is correct file length. Could someone point me where to look for problem? O. -- Ond?ej Sur? - technick? ?editel SERVERY.CZ --------------------------------------------------- Globe Internet, s.r.o. - http://globe.cz Pl?ni?kova 1, 162 00 Praha 6 - http://mapa.globe.cz Tel.: +420 2 35365000 - info at servery.cz -------------- next part -------------- T 81.95.99.6:34833 -> 81.95.99.21:80 [AP] POST /Ticket/Update.html HTTP/1.1..Host: rt.globe.cz..User-Agent: Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.5) Gecko/20031107 Epiphany/1.0.6..Accept: text/xml,appli cation/xml,application/xhtml+xml,text/html;q=0.9,text/plain;q=0.8,image/png,image/jpeg,image/gif;q=0.2,*/*;q=0.1..Accept-Language: cs,en;q=0.5..Accept-Encoding: gzip,d eflate..Accept-Charset: windows-1250,utf-8;q=0.7,*;q=0.7..Keep-Alive: 300..Connection: keep-alive..Referer: http://rt.globe.cz/Ticket/Update.html..Cookie: RT_SID_globe .cz.80=c3d75e4ef9f58c20f03f87ff39f754e7..#T 81.95.99.6:34833 -> 81.95.99.21:80 [A] Content-Type: multipart/form-data; boundary=---------------------------18351133561280233396506646599..Content-Length: 163769....-----------------------------1835113356 1280233396506646599..Content-Disposition: form-data; name="QuoteTransaction"......-----------------------------18351133561280233396506646599..Content-Disposition: form -data; name="DefaultStatus"....open..-----------------------------18351133561280233396506646599..Content-Disposition: form-data; name="Action"....Respond..------------ -----------------18351133561280233396506646599..Content-Disposition: form-data; name="Status"....open..-----------------------------18351133561280233396506646599..Cont ent-Disposition: form-data; name="Owner"....10..-----------------------------18351133561280233396506646599..Content-Disposition: form-data; name="UpdateTimeWorked".... ..-----------------------------18351133561280233396506646599..Content-Disposition: form-data; name="UpdateType"....response..-----------------------------1835113356128 0233396506646599..Content-Disposition: form-data; name="UpdateSubject"....etst..-----------------------------18351133561280233396506646599..Content-Disposition: form-d ata; name="UpdateCc"......-----------------------------18351133561280233396506646599..Content-Disposition: form-data; name="UpdateBcc"......--------------------------- --18351133561280233396506646599..Content-Disposition: form-data; name="DeleteAttach-REKLAMA-MANAGER.pdf"....on..#T 81.95.99.6:34833 -> 81.95.99.21:80 [A] -----------------------------18351133561280233396506646599..Content-Disposition: form-data; name="Attach"; filename="REKLAMA-MANAGER.pdf"..Content-Type: application/oc tet-stream....%PDF-1.3.%...blahblahPDFcontentblahblah......---------- -------------------18351133561280233396506646599..Content-Disposition: form-data; name="AddMoreAttach"....P..idat dal.... soubory..-----------------------------1835113 3561280233396506646599..Content-Disposition: form-data; name="UpdateAttach"....1..-----------------------------18351133561280233396506646599..Content-Disposition: form -data; name="RTFM_Content"......-----------------------------18351133561280233396506646599..Content-Disposition: form-data; name="RTFM-Include-Article-Named"......---- -------------------------18351133561280233396506646599..Content-Disposition: form-data; name="UpdateContent"....-- ..Ond..ej Sur.. - technick.. ..editel SERVERY.CZ..-- -------------------------------------------------..Globe Internet, s.r.o. - http://globe.cz..Pl..ni..#T 81.95.99.6:34833 -> 81.95.99.21:80 [AP] kova 1, 162 00 Praha 6 - http://mapa.globe.cz..Tel.: +420 2 35365000 - info at servery.cz..-----------------------------18351133561280233396506646599..Content -Disposition: form-data; name="id"....3321..-----------------------------18351133561280233396506646599--.. -------------- next part -------------- POST /Ticket/Update.html HTTP/1.1..Host: rt.globe.cz..User-Agent: Mozilla/5.0 (Windows; U; Windows NT 5.0; en-US; rv:1.5) Gecko/20031007 Firebird/0.7..Accept: text/xml ,application/xml,application/xhtml+xml,text/html;q=0.9,text/plain;q=0.8,video/x-mng,image/png,image/jpeg,image/gif;q=0.2,*/*;q=0.1..Accept-Language: en-us,en;q=0.5..Ac cept-Encoding: gzip,deflate..Accept-Charset: ISO-8859-1,utf-8;q=0.7,*;q=0.7..Keep-Alive: 300..Connection: keep-alive..Referer: http://rt.globe.cz/Ticket/Update.html?Ac tion=Respond&id=3321..Cookie: RT_SID_globe.cz.80=5de2df746f1d311a000192e2ee8ae478..#T 81.95.99.81:2072 -> 81.95.99.21:80 [AP] Content-Type: multipart/form-data; boundary=---------------------------31565316525200..Content-Length: 163333....-----------------------------31565316525200..Content-D isposition: form-data; name="QuoteTransaction"......-----------------------------31565316525200..Content-Disposition: form-data; name="DefaultStatus"....open..-------- ---------------------31565316525200..Content-Disposition: form-data; name="Action"....Respond..-----------------------------31565316525200..Content-Disposition: form-d ata; name="Status"....open..-----------------------------31565316525200..Content-Disposition: form-data; name="Owner"....10..-----------------------------3156531652520 0..Content-Disposition: form-data; name="UpdateTimeWorked"......-----------------------------31565316525200..Content-Disposition: form-data; name="UpdateType"....respo nse..-----------------------------31565316525200..Content-Disposition: form-data; name="UpdateSubject"....etst..-----------------------------31565316525200..Content-Di sposition: form-data; name="UpdateCc"......-----------------------------31565316525200..Content-Disposition: form-data; name="UpdateBcc"......------------------------- ----31565316525200..Content-Disposition: form-data; name="Attach"; filename="REKLAMA-MANAGER.pdf"..Content-Type: application/pdf....%PDF-1.3.%....blahblahPDFcontentblahblah.....#T 81.95.99.81:2072 -> 81.95.99.21:80 [AP] .-----------------------------31565316525200..Content-Disposition: form-data; name="UpdateAttach"....1..-----------------------------31565316525200..Content-Dispositio n: form-data; name="RTFM_Content"......-----------------------------31565316525200..Content-Disposition: form-data; name="RTFM-Include-Article-Named"......------------ -----------------31565316525200..Content-Disposition: form-data; name="UpdateContent"....-- ..Ond..ej Sur.. - technick.. ..editel SERVERY.CZ..------------------------- --------------------------..Globe Internet, s.r.o. - http://globe.cz..Pl..ni..kova 1, 162 00 Praha 6 - http://mapa.globe.cz..Tel.: +420 2 35365000 - info at servery.cz..-----------------------------31565316525200..Content-Disposition: form-data; name="id"....3321..-----------------------------31565316525200..Cont ent-Disposition: form-data; name="SubmitTicket"....Submit..-----------------------------31565316525200--.. From sury.ondrej at globe.cz Wed Dec 3 11:44:54 2003 From: sury.ondrej at globe.cz (=?iso-8859-2?Q?Ond=F8ej_Sur=FD?=) Date: Wed, 03 Dec 2003 17:44:54 +0100 Subject: [rt-users] [UPDATE] Corrupted attachments still there (3.0.7_01) In-Reply-To: <1070467781.1285.91.camel@ondrej> References: <1070467781.1285.91.camel@ondrej> Message-ID: <1070469894.1285.98.camel@ondrej> Mozilla 1.5 is fine in case attachment is sent as application/octet-stream (I have renamed .pdf to .pdf1). Internet Explorer cannot be fooled to do so (it detects that content is pdf and sets mime-type to application/pdf for .pdf1 too), so it cannot be tested properly on that type of attachment. I suspect, that problem could be in attached files which have MIME-Type something else then application/octet-stream. O. -- Ond?ej Sur? - technick? ?editel SERVERY.CZ --------------------------------------------------- Globe Internet, s.r.o. - http://globe.cz Pl?ni?kova 1, 162 00 Praha 6 - http://mapa.globe.cz Tel.: +420 2 35365000 - info at servery.cz From garrett at scriptpro.com Wed Dec 3 12:44:40 2003 From: garrett at scriptpro.com (Garrett Goebel) Date: Wed, 3 Dec 2003 11:44:40 -0600 Subject: [rt-users] RT3 Documentation: Hackers, FAQ, etc. ??? Message-ID: <71BEC0D4E1DED3118F7A009027B12028034C90A3@EXCH_MISSION> A couple days ago, Daniel A. Melo asked about the missing RT3 Hacking Guide... But his post has apparently been warnocked. There are other posts requesting RT3 internals documentation from Patrick LeBoutillier and Mikhail Sobolev dating back to June and September... which also went unanswered. In early November, Bob Goldstein asked about meta-docs (http://lists.fsck.com/pipermail/rt-users/2003-November/018157.html). Specifically he asked about the missing RT3 FAQ and Hacking Guide. Jesse responded: > *nod* Point well taken. The documentation effort is somewhat > behind where we'd like it to be, though we should have > exciting news on that front soon. When is soon? Who is we? Will you be wanting feedback? How to contribute? Our company is looking to transition away from our current issue tracking system. I've been hesitant to evaluate RT because of its reputation for a difficult install and configuration... That and lack of developer documentation for the current release. I have the time to do a vanilla install, but not necessarily to wade in and grok the code. However, a vanilla install isn't going to give me an overview of the schema, internals, extensibility, etc. I.e., what we as a customer would have to look forward to and live with if the vanilla install looks promising. Currently, I'm left to read the RT2 developer docs and hope RT3 is only different in "better" ways. The window of opportunity at my company is slip sliding away. I guess I'll go ahead and see how far I get... Even if the IS guys like the demo... And I don't mean to be an ass here, but I can foresee the objections I can expect to get. They're going to visit the bestpractical website and see less documentation than they're used to and no convenient access to a knowledgebook. If they're patient enough to navigate the website, they'll eventually find more documentation on fsck.com/rtfm. But the click paths between sites aren't always short, consistent or obvious. Then perhaps they'll visit the fsck.com homepage itself, and the impression that will be formed when they realize how intertwined the company and Jesse's personal website are, will be of a one-man shop operating on a shoe-string. Of course the product (with support contract) that we're currently using has bad documentation, is bug-ridden and has provided almost nothing in the way of paid for support. But they sure do have slick website ;) At least RT is open source and looks fairly mature. Though if it is within Best Practical's game plan to make in-roads into your typical blinders-half-on mostly microsoft company, here are a couple of suggestions: o More documentation: schema, internals, customization, 3rd party add-ons o Better documentation: continuous updates and improvements driven by developer community participation o Centralized documentation: currently split between bestpractical.com/rt/docs.html, fsck.com/rtfm, and pod o Streamline the site for the return visitors. People will visit the site once to read the product literature. But those who use the product and visit the site frequently will be primarily interested in: recent news, downloading updates/patches/add-ons, looking up answers to problems, and documentation. One pain for example: it currently takes ~6 clicks to get to the mailing list archives o Put a better chinese wall between the personal and company websites. Consider recasting fsck.com or creating an explicitly Best Practical endorsed developer community site. In which case you could leave the company website as sales brochure, but more quickly shunt the developers to the developer site and provide the frequent use items I'd mentioned there. Sorry for the rant... I'm just worried about the hard sell I'll have if I take a fancy to RT and want to push it. And I have to say, RT looks promising. I have the impression that the people who swear by it out number those who swear at it. cheers, Garrett -- Garrett Goebel IS Development Specialist ScriptPro Direct: 913.403.5261 5828 Reeds Road Main: 913.384.1008 Mission, KS 66202 Fax: 913.384.2180 www.scriptpro.com garrett at scriptpro dot com -------------- next part -------------- An HTML attachment was scrubbed... URL: From gheim at hitel.com Wed Dec 3 13:11:43 2003 From: gheim at hitel.com (Greg Heim) Date: Wed, 03 Dec 2003 13:11:43 -0500 Subject: [rt-users] RTFM not showing up in RT after install Message-ID: After installing RTFM 2.0.1 on RT 3.0.7.01, I cannot see RTFM anywhere in the RT interface. I understood it would have a new RTFM menu item at the top level menu. I made a mistake during installation, but I think I corrected. Here is the sequence of events: - Installed RT 3.0.4 (months ago) - Upgraded to RT 3.0.7.01 (weeks ago) - Inadvertantly pointed RTFM 2.0.1 makefile to old RT 3.0.4 directory and did "make install" - Realized mistake, changed directory to 3.0.7.01 and did "make upgrade" assuming this would correctly copy files to new location since database was already created - RTFM did not appear in RT - Read article http://lists.fsck.com/pipermail/rt-users/2003-October/018021.html which although I'm not getting any errors, made me think maybe my upgrade didn't work completely either so... - Did "make install" from RT 3.0.7.01 source directory - Did a "make install" of RTFM - Failed on database table creation as expected, but installed other files ok (again) - Still no RTFM in RT menu What gives? Can/should I remove RTFM and try again? (How? Just remove FM_* tables?) Otherwise, what am I missing? I've searched the archives, but haven't found much of use... TIA, Greg From lcampos at integral.com.br Wed Dec 3 13:17:09 2003 From: lcampos at integral.com.br (Luis Campos de Carvalho) Date: Wed, 03 Dec 2003 16:17:09 -0200 Subject: [rt-users] RT3 Documentation: Hackers, FAQ, etc. ??? References: <71BEC0D4E1DED3118F7A009027B12028034C90A3@EXCH_MISSION> Message-ID: <3FCE28A5.4030105@integral.com.br> Garrett Goebel wrote: [snip] > o More documentation: schema, internals, customization, 3rd party add-ons > o Better documentation: continuous updates and improvements > driven by developer community participation > o Centralized documentation: currently split between > bestpractical.com/rt/docs.html, fsck.com/rtfm, and pod [snip] > Sorry for the rant... I'm just worried about the hard sell I'll have if > I take a fancy to RT and want to push it. And I have to say, RT looks > promising. I have the impression that the people who swear by it out > number those who swear at it. [snip] Mr. Goebels, I write to manifest my agreement. But while writing, I though that I would look just like one more ranter, and that's not my intention (nor is mr. Goebel's intention, I believe). I need to solve the same problem that most users have: I need a new Issue-Tracking system for my company, to replace a home-made one that is poor, untrustable and badly documented. And, with that intention, I would volunteer myself to write documentation for the RT3 system 5-10 hours a week, as long as a developer or somebody involved with the project volunteer himself for playing the "mentor" role and guide the documentation effort. I guess mr Goebels could volunteer himself too, and this will make 10-20 more hours per week in RT3 documentation effort. Thank you all for the programming effort, for the patience and for the good open-source software. Hugs -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Luis Campos de Carvalho is BSc in Comp Science, PerlMonk [SiteDocClan], Cascavel-pm Moderator, Unix Sys Admin && Certified Oracle DBA http://www.integral.com.br/ =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= From jesse at bestpractical.com Wed Dec 3 13:24:25 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 3 Dec 2003 13:24:25 -0500 Subject: [rt-users] RTFM not showing up in RT after install In-Reply-To: References: Message-ID: <20031203182425.GU18918@fsck.com> On Wed, Dec 03, 2003 at 01:11:43PM -0500, Greg Heim wrote: > > After installing RTFM 2.0.1 on RT 3.0.7.01, I cannot see RTFM anywhere in > the RT interface. I understood it would have a new RTFM menu item at the > top level menu. I made a mistake during installation, but I think I > corrected. Here is the sequence of events: > > - Installed RT 3.0.4 (months ago) > - Upgraded to RT 3.0.7.01 (weeks ago) > - Inadvertantly pointed RTFM 2.0.1 makefile to old RT 3.0.4 directory and > did "make install" > - Realized mistake, changed directory to 3.0.7.01 and did "make upgrade" > assuming this would correctly copy files to new location since database > was already created Apparently the "install" shell script shipped with rtfm _moves_ files instead of copying them. Try again with a fresh tarball? -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From gheim at hitel.com Wed Dec 3 13:26:15 2003 From: gheim at hitel.com (Greg Heim) Date: Wed, 03 Dec 2003 13:26:15 -0500 Subject: [rt-users] RTFM not showing up in RT after install In-Reply-To: <20031203182425.GU18918@fsck.com> References: <20031203182425.GU18918@fsck.com> Message-ID: On Wed, 3 Dec 2003 13:24:25 -0500, Jesse Vincent wrote: > Apparently the "install" shell script shipped with rtfm _moves_ files > instead of copying them. Try again with a fresh tarball? > > Voila! Thanks for the quick reply! Greg From ekiczek at wcfia.harvard.edu Wed Dec 3 13:39:01 2003 From: ekiczek at wcfia.harvard.edu (Ethan Kiczek) Date: Wed, 03 Dec 2003 13:39:01 -0500 Subject: [rt-users] (newbie) Apache::Request / Apache::Test install problem Message-ID: <3FCE2DC5.7040301@wcfia.harvard.edu> I'm attempting to install RT 3.0.7 on a RedHat 9 machine. I built Apache 1.3.29 statically with mod_perl 1.29 following the instructions in Appendix 4 of the documentation. I'm able to use CPAN to install all required modules except Apache::Request. Upon further examination, this seems to be because installation of dependency Apache::Test fails. Here is a snippet of the CPAN install log for Apache::Test: ... Removing previously used /root/.cpan/build/Apache-Test-1.06 CPAN.pm: Going to build G/GE/GEOFF/Apache-Test-1.06.tar.gz generating script t/TEST APXS (/usr/local/apache/bin/apxs) query for SBINDIR failed APXS (/usr/local/apache/bin/apxs) query for TARGET failed APXS (/usr/local/apache/bin/apxs) query for SYSCONFDIR failed APXS (/usr/local/apache/bin/apxs) query for PREFIX failed ... and then later: ... Running make test /usr/bin/perl -Iblib/arch -Iblib/lib \ t/TEST -clean *** setting ulimit to allow core files ulimit -c unlimited; t/TEST -clean APXS (/usr/local/apache/bin/apxs) query for SBINDIR failed APXS (/usr/local/apache/bin/apxs) query for TARGET failed APXS (/usr/local/apache/bin/apxs) query for SYSCONFDIR failed APXS (/usr/local/apache/bin/apxs) query for PREFIX failed APACHE_USER= APACHE_GROUP= APACHE_PORT= APACHE= APXS= \ /usr/bin/perl -Iblib/arch -Iblib/lib \ t/TEST -bugreport -verbose=0 *** setting ulimit to allow core files ulimit -c unlimited; t/TEST -bugreport -verbose=0 APXS (/usr/local/apache/bin/apxs) query for SBINDIR failed APXS (/usr/local/apache/bin/apxs) query for TARGET failed APXS (/usr/local/apache/bin/apxs) query for SYSCONFDIR failed APXS (/usr/local/apache/bin/apxs) query for PREFIX failed APXS (/usr/local/apache/bin/apxs) query for LIBEXECDIR failed APXS (/usr/local/apache/bin/apxs) query for LIBEXECDIR failed *** root mode: changing the files ownership to 'nobody' (99:99) *** /usr/bin/perl -e ' require POSIX; POSIX::setuid(99); POSIX::setgid(99); print -r q{/root/.cpan/build/Apache-Test-1.06/t} && -w _ && -x _ ? q{OK} : q{NOK}; ' *** result: OK /usr/local/apache/bin/httpd -d /root/.cpan/build/Apache-Test-1.06/t -f /root/.cpan/build/Apache-Test-1.06/t/conf/httpd.conf -DAPACHE1 -DPERL_USEITHREADS using Apache/1.3.29 waiting 60 seconds for server to start: . waiting 60 seconds for server to start: ok (waited 0 secs) server localhost.localdomain: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 localhost.localdomain:8529 shutdown !!! error running tests (please examine t/logs/error_log) ... So I tried %apxs -q SBINDIR and it gave me: apxs:Error: Sorry, no DSO support for Apache available apxs:Error: under your platform. Make sure the Apache apxs:Error: module mod_so is compiled into your server apxs:Error: binary `/usr/local/apache/bin/httpd'. What do I do now? Do I need to recompile Apache with mod_perl AND mod_so? If so, how? -- ------------------------------------------------------------------------ Ethan Kiczek Information Technology Manager Weatherhead Center for International Affairs Email: ekiczek at wcfia.harvard.edu Web site: http://www.wcfia.harvard.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Dec 3 14:23:40 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 3 Dec 2003 14:23:40 -0500 Subject: [rt-users] RT3 Documentation: Hackers, FAQ, etc. ??? In-Reply-To: <3FCE28A5.4030105@integral.com.br> References: <71BEC0D4E1DED3118F7A009027B12028034C90A3@EXCH_MISSION> <3FCE28A5.4030105@integral.com.br> Message-ID: <20031203192340.GV18918@fsck.com> On Wed, Dec 03, 2003 at 04:17:09PM -0200, Luis Campos de Carvalho wrote: > And, with that intention, I would volunteer myself to write > documentation for the RT3 system 5-10 hours a week, as long as a > developer or somebody involved with the project volunteer himself for > playing the "mentor" role and guide the documentation effort. Luis, Thanks very much for volunteering! First up, I'd recommend that you subscribe to rt-doc-workers at lists.fsck.com. There are folks there who've done volunteer RT documentation work over the last several years. It's the right place to discuss what aspects of the documenation you'd like to work on and the best first point of contact for advice about how to proceed. If there are questions that rt-doc-workers can't handle, posting them to rt-devel is the right next step. We've got an as-yet-unannounced RTFM instance on rt3.fsck.com that seph has been starting to flesh out with content and I'm sure he'd love help. It's not at the point where it would be useful to end users, but it's getting closer. One of the things that would probably be most helpful would be trolling the past few months of rt-users and rt-devel for users' "HOW-TO" documents to include in the RTFM instance. Best, Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From rick.rezinas at qsent.com Wed Dec 3 14:28:44 2003 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Wed, 3 Dec 2003 11:28:44 -0800 Subject: [rt-users] import not getting owners Message-ID: <20031203192844.GH8143@yeti.qsent.com> Hello, I'm finally doing the rt2 to rt3 upgrade, and trying to leave RT2 in place (installed perl into a new directory). here's my info: -------------- solaris 8 sparc RT 2.0.6 (I believe) to RT 3.0.7_01 using rt2-to-rt3-v1.20 (if anything else is valuable I can furnish it) Now, one note, I'm reexporting the old rt2 data because I used different versions of Perl previously, and one post I saw related to binary incompatibilities. But, I'm not seeing the same error, so it's a shot in the dark. Doing the import the script seems to have left behind some user and queue information. The rt.log shows the following: [Wed Dec 3 00:37:45 2003] [warning]: Creating user aaa at aa.com at ./dumpfile-to-rt-3.0 line 728. (/usr/local/rt3.0.7/lib/RT.pm:247) [Wed Dec 3 00:37:45 2003] [warning]: Use of uninitialized value in numeric ne (!=) at /usr/local/lib/perl5/site_perl/5.8.2/DBIx/SearchBuilder/Handle.pm line 694. (/usr/local/rt3.0.7/lib/RT.pm:247) in addition, I was particularly problematic: ----------------------- [Wed Dec 3 00:38:13 2003] [warning]: Failed to create user for$VAR1 = { 'NickName' => 'rick', 'Privileged' => '1', 'City' => 'Portland', 'RealName' => 'Rick Rezinas', 'State' => 'OR', 'EmailAddress' => 'rick.rezinas at qsent.com', 'Signature' => 'rick', 'MobilePhone' => '503-xxx-xxxx', 'CryptedPassword' => 'YsfstuffvYWUnUY', 'Zip' => '97209', 'WorkPhone' => '503-xxx-xxxx', 'Organization' => 'Production Systems', 'LastUpdated' => '2003-05-29 20:56:02', 'Creator' => '3', 'LastUpdatedBy' => '4', 'Country' => 'USA', 'HomePhone' => '503-xxx-xxxx', 'Created' => '2002-06-12 19:11:05', 'Name' => 'rick.rezinas' }; (/usr/local/rt3.0.7/lib/RT.pm:247) [Wed Dec 3 00:38:13 2003] [warning]: Creating user rick at beerdrinker.org at ./dumpfile-to-rt-3.0 line 728. (/usr/local/rt3.0.7/lib/RT.pm:247) [Wed Dec 3 00:38:13 2003] [warning]: Use of uninitialized value in numeric ne (!=) at /usr/local/lib/perl5/site_perl/5.8.2/DBIx/SearchBuilder/Handle.pm line 694. ------------------------- also, queues seem a bit tweaked. Ticket show the queue name in a search, but the 'New Ticket in' dropdown does not list queues. [Wed Dec 3 18:37:23 2003] [error]: WebRT: Queue could not be loaded. () (/usr/local/rt3.0.7/share/html/Elements/Error:53) and, for some reason the 'Last Contact' field isn't populated either. Any advice is much appreciated! thanks rick -- Rick Rezinas 503-889-7091 Unix Systems Administrator Qsent, Inc. When Gladstone was British Prime Minister he visited Michael Faraday's laboratory and asked if some esoteric substance called `Electricity' would ever have practical significance. "One day, sir, you will tax it," was the answer. -- Science, 1994 From myk1 at ptgrey.com Wed Dec 3 16:02:44 2003 From: myk1 at ptgrey.com (Mike White) Date: Wed, 03 Dec 2003 13:02:44 -0800 Subject: [rt-users] Performance issues when viewing tickets with attachments Message-ID: <3FCE4F74.4060406@ptgrey.com> Hi all, We've noticed that the time it takes to display a ticket after clicking on it is significantly greater when that ticket has one or more attachments in one item of correspondence. (ie, 1 second vs. 6 seconds.) Why would it need to grind away just to display a ticket? Is there a solution for this? Could it be that the Attachments table in the db is probably about 1.5 GB by now? 4000 ticket database, redhat 9, apache 1.3, FastCGI, mysql, RT 3.0.7_01. By the way, switching to 3.0.7_01 and FastCGI totally fixed the attachment corruption issue for us, w00t. Thanks for your help, mike From jgedeon at qualcomm.com Wed Dec 3 16:02:43 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Wed, 03 Dec 2003 13:02:43 -0800 Subject: [rt-users] RT issues Message-ID: <6.0.0.22.2.20031203125609.047d13f0@unixmail.qualcomm.com> Hi, I am running RT 2.0.15 with apache 1.3.27 and fastcgi on solaris. Recently i have had a couple of users report that their replies to rt via email have not been recorded. I am at a loss as to why since it is only on 2 specific tickets and both users have been and continue to use rt regularly via email. Here is what I got from the log files but I do not know what is going on. rt.log: [Wed Dec 3 00:24:34 2003] [crit]: RT::Attachment->Create couldn't, as you didn' t specify a transaction [Wed Dec 3 00:24:35 2003] [err]: RT::Ticket=HASH(0x587060) couldn't init a tran saction (Transaction Created) [Wed Dec 3 00:24:35 2003] [crit]: correspondence (probably) not sent [Wed Dec 3 14:14:55 2003] [crit]: RT::Attachment->Create couldn't, as you didn' t specify a transaction [Wed Dec 3 14:14:56 2003] [err]: RT::Ticket=HASH(0x587204) couldn't init a tran saction (Transaction Created) [Wed Dec 3 14:14:56 2003] [crit]: correspondence (probably) not sent [Wed Dec 3 19:11:57 2003] [crit]: RT::Attachment->Create couldn't, as you didn' t specify a transaction [Wed Dec 3 19:11:59 2003] [crit]: The comment has been recorded and procmail log From hhuang at qualcomm.com Tue Dec 2 16:24:30 2003 Subject: Re: [qcteng #4583] Fwd: Re: it says 1.3 checked in for that symbol an Folder: /opt/rt/rt2/bin/rt-mailgate --queue dm --action correspond 6343 RT::Attachment->Create couldn't, as you didn't specify a transaction RT::Ticket=HASH(0x587060) couldn't init a transaction (Transaction Created) correspondence (probably) not sentFrom ywu at qualcomm.com Tue Dec 2 17:44:59 2003 From mriceerw at qualcomm.com Wed Dec 3 06:14:51 2003 Subject: Saturn Re: [qcteng #4583] Fwd: Re: it says 1.3 checked in for Folder: /opt/rt/rt2/bin/rt-mailgate --queue dm --action correspond 3639 RT::Attachment->Create couldn't, as you didn't specify a transaction RT::Ticket=HASH(0x587204) couldn't init a transaction (Transaction Created) correspondence (probably) not sent Obviously RT isnt creating the ticket since the transaction creation failed but I do not know how to find out why this is happening. Could this be related to Mail client? Both users can add comments/replys to the tickets via the web but not email. Any help is welcomed TIA John From jesse at bestpractical.com Wed Dec 3 16:05:57 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 3 Dec 2003 16:05:57 -0500 Subject: [rt-users] RT issues In-Reply-To: <6.0.0.22.2.20031203125609.047d13f0@unixmail.qualcomm.com> References: <6.0.0.22.2.20031203125609.047d13f0@unixmail.qualcomm.com> Message-ID: <20031203210557.GA18918@fsck.com> On Wed, Dec 03, 2003 at 01:02:43PM -0800, John Gedeon wrote: > Hi, > > I am running RT 2.0.15 with apache 1.3.27 and fastcgi on solaris. > Recently i have had a couple of users report that their replies to rt via > email have not been recorded. I am at a loss as to why since it is only on > 2 specific tickets and both users have been and continue to use rt > regularly via email. What do the database's error logs say? -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Wed Dec 3 16:08:52 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 3 Dec 2003 16:08:52 -0500 Subject: [rt-users] Performance issues when viewing tickets with attachments In-Reply-To: <3FCE4F74.4060406@ptgrey.com> References: <3FCE4F74.4060406@ptgrey.com> Message-ID: <20031203210852.GB18918@fsck.com> On Wed, Dec 03, 2003 at 01:02:44PM -0800, Mike White wrote: > > Hi all, > > We've noticed that the time it takes to display a ticket after clicking > on it is significantly greater when that ticket has one or more > attachments in one item of correspondence. (ie, 1 second vs. 6 seconds.) > > Why would it need to grind away just to display a ticket? Is there a > solution for this? It's an issue that we're already aware of. Fixing it requires some fairly deep work that isn't currently scheduled for any time soon. The short version is that the database abstraction layer fetches whole rows from the attachments table (rather than lazy-loading the Content column) when listing off transaction attachments. I think we know how to fix it, when we do, but it's probably two or three days work that involves both RT and DBIx::SearchBuilder -jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jim.rowan at starcore-dsp.com Wed Dec 3 16:09:03 2003 From: jim.rowan at starcore-dsp.com (Jim Rowan) Date: Wed, 3 Dec 2003 15:09:03 -0600 Subject: [rt-users] RT3 Documentation: Hackers, FAQ, etc. ??? Message-ID: Our company is looking to transition away from our current issue tracking system. I've been hesitant to evaluate RT because of its reputation for a difficult install and configuration... RT is a dead easy install if you follow a few guidelines: - follow the directions. When they say "unsupported" understand that to mean "there have been problems reported which will result in trouble". Specifically, if you use mod_perl use 1.x instead of 2.x, and do not use any perl earlier than 5.8. (Ok, I ran out of guidelines... That about covers it!) That and lack of developer documentation for the current release. I have the time to do a vanilla install, but not necessarily to wade in and grok the code. However, a vanilla install isn't going to give me an overview of the schema, internals, extensibility, etc. I.e., what we as a customer would have to look forward to and live with if the vanilla install looks promising. Grokking the internals is not necessary if you are just planning on using it. The interfaces are reasonably clear, it is full-featured, exceptionally custimizable via gui interfaces, and basically "works out of the box". The install directions are perfectly adequate for people willing to read them. If you are planning to do *development* on it, although it is not documented as well as everyone would like (have you seen ANY product that is?), the code is modular, well-structured, and straightforward to understand and modify, once you understand the paradigms used. In fact, it is designed so that you can replace parts of it with routines of your own. It is very rare to find a product go to such lengths to make that possible. In reality, I have found that the RT2 docs do a fair job at describing it, although there have been significant changes. Currently, I'm left to read the RT2 developer docs and hope RT3 is only different in "better" ways. The window of opportunity at my company is slip sliding away. I guess I'll go ahead and see how far I get... If your window is slipping, go install it and quit talking! :) Even if the IS guys like the demo... And I don't mean to be an ass here, but I can foresee the objections I can expect to get. They're going to visit the bestpractical website and see less documentation than they're used to and no convenient access to a knowledgebook. If they're patient enough to navigate the website, they'll eventually find more documentation on fsck.com/rtfm. But the click paths between sites aren't always short, consistent or obvious. Then perhaps they'll visit the fsck.com homepage itself, and the impression that will be formed when they realize how intertwined the company and Jesse's personal website are, will be of a one-man shop operating on a shoe-string. Many of these issues might have some validity. Maybe you should just spend 100K on Remedy? Alternatively, consider the situation if you paid Best Practical 100k for support. (I would argue that the latter is a better business decision in many cases.. If you like, your company can hire me to tell you that. :) Don't compare apples and oranges. Of course the product (with support contract) that we're currently using has bad documentation, is bug-ridden and has provided almost nothing in the way of paid for support. But they sure do have slick website ;) At least RT is open source and looks fairly mature. Though if it is within Best Practical's game plan to make in-roads into your typical blinders-half-on mostly microsoft company, here are a couple of suggestions: ... Sorry for the rant... I'm just worried about the hard sell I'll have if I take a fancy to RT and want to push it. And I have to say, RT looks promising. I have the impression that the people who swear by it out number those who swear at it. If your IT org is not accustomed to using high quality open source software, then yes -- you are likely to have a problem selling it. (Don't blame RT for that.) If open source is already accepted, stick to the question of whether it is high quality or not. You won't have much of a problem. Jim Rowan (Not a Best Practical affiliate!:) -------------- next part -------------- An HTML attachment was scrubbed... URL: From vbono at vinny.org Wed Dec 3 17:04:03 2003 From: vbono at vinny.org (Vincent J. Bono) Date: Wed, 3 Dec 2003 17:04:03 -0500 Subject: [rt-users] Mailgate Problem RT-3.0.7 References: <20031202205018.GA3304@saratoga.lib.ny.us> <16332.64612.599302.896721@yertle.int.kciLink.com> <20031202210937.GA4893@saratoga.lib.ny.us> <16333.190.504469.315344@yertle.int.kciLink.com><20031203142251.GB28486@saratoga.lib.ny.us> <3FCDF963.6070300@acronis.ru> Message-ID: <042101c3b9e9$5d4a6120$8d06000a@VinnyPavillion> Hello, After setting up a mailgate for the first time as: test: "|/etc/smrsh/rt-mailgate --queue test --action comment --url http://tickets.gnaps.com/ the queue itself works just fine from the web interface. Anyway, when mailing to that address at the machine I get the reply back: Ticket could not be created due to an internal error and in the log: Dec 3 16:53:48 tickets RT: DBD::mysql::st execute failed: Column 'Owner' cannot be null at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. (/opt/rt3/lib/RT.pm:247) Dec 3 16:53:48 tickets RT: RT::Handle=HASH(0x88698c0) couldn't execute the query 'INSERT INTO Tickets (Subject, Status, Queue, Creator, Owner, Started, Type, LastUpdatedBy, Resolved, Starts, Created, Priority, Due, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. (/opt/rt3/lib/RT.pm:247) Dec 3 16:53:48 tickets RT: Couldn't create a ticket (/opt/rt3/lib/RT/Ticket_Overlay.pm:518) Dec 3 16:53:48 tickets RT: Ticket could not be created due to an internal error (/opt/rt3/lib/RT/Interface/Email.pm:684) Dec 3 16:53:49 tickets RT: Create failed: 0 / 0 / Ticket could not be created due to an internal error (/opt/rt3/lib/RT/Interface/Email.pm:690) Anyone have any clues? -vb From pdh at snapgear.com Wed Dec 3 17:38:29 2003 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 4 Dec 2003 08:38:29 +1000 Subject: [rt-users] RT3 woes still. In-Reply-To: <20031202161657.B2F70A8938@lucy.corp.lumeta.com> References: <20031202161657.B2F70A8938@lucy.corp.lumeta.com> Message-ID: <20031203223829.GA743@moreton.com.au> Glenn E. Sieb wrote: > I found one post that had the following info in it, but it allows me > only to seemingly create a ticket.. But when I try to view said ticket > I get an error saying "RT Error: Could not load ticket 75 (in this case). Do your RT and/or DB logs show the reason for that? -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company From garrett at scriptpro.com Wed Dec 3 17:49:38 2003 From: garrett at scriptpro.com (Garrett Goebel) Date: Wed, 3 Dec 2003 16:49:38 -0600 Subject: [rt-users] RT3 Documentation: Hackers, FAQ, etc. ??? [x-adr] Message-ID: <71BEC0D4E1DED3118F7A009027B12028034C90A7@EXCH_MISSION> Jesse Vincent wrote: > Luis Campos de Carvalho wrote: > > And, with that intention, I would volunteer myself to > > write documentation for the RT3 system 5-10 hours a week, > > as long as a developer or somebody involved with the > > project volunteer himself for playing the "mentor" role > > and guide the documentation effort. > > Luis, > > Thanks very much for volunteering! First up, I'd recommend > that you subscribe to rt-doc-workers at lists.fsck.com. There are > folks there who've done volunteer RT documentation work over > the last several years. Will do. I'd already checked its archives. It looks to have been dormant since August. I.e., the automatic looking notification of RTFM changes appear to have stopped. [...] > We've got an as-yet-unannounced RTFM instance on rt3.fsck.com > that seph has been starting to flesh out with content and I'm > sure he'd love help. Great. But all I can see is a login screen. And being login-less that leaves me at an impasse. -I'll take that question on over to rt-doc-workers... > One of the things that would probably be most helpful would > be trolling the past few months of rt-users and rt-devel for > users' "HOW-TO" documents to include in the RTFM instance. Well as I'll be doing a bit of that anyway, I'll see what I can do in that regard. cheers, Garrett -- Garrett Goebel IS Development Specialist ScriptPro Direct: 913.403.5261 5828 Reeds Road Main: 913.384.1008 Mission, KS 66202 Fax: 913.384.2180 www.scriptpro.com garrett at scriptpro dot com -------------- next part -------------- An HTML attachment was scrubbed... URL: From garrett at scriptpro.com Wed Dec 3 18:26:34 2003 From: garrett at scriptpro.com (Garrett Goebel) Date: Wed, 3 Dec 2003 17:26:34 -0600 Subject: [rt-users] RT3 Documentation: Hackers, FAQ, etc. ??? [x-text] Message-ID: <71BEC0D4E1DED3118F7A009027B12028034C90A8@EXCH_MISSION> Jim Rowan wrote: > Garrett Goebel wrote: > > > > Our company is looking to transition away from our current > > issue tracking system. I've been hesitant to evaluate RT > > because of its reputation for a difficult install and > > configuration... > > RT is a dead easy install if you follow a few guidelines: > > - follow the directions. When they say "unsupported" > understand that to mean "there have been problems reported > which will result in trouble". Specifically, if you use > mod_perl use 1.x instead of 2.x, and do not use any perl > earlier than 5.8. > > (Ok, I ran out of guidelines... That about covers it!) We'll see. But I've read reviews and more than a few posts complaining otherwise... > > That and lack of developer documentation for the current > > release. I have the time to do a vanilla install, but not > > necessarily to wade in and grok the code. However, a > > vanilla install isn't going to give me an overview of the > > schema, internals, extensibility, etc. I.e., what we as a > > customer would have to look forward to and live with if > > the vanilla install looks promising. > > Grokking the internals is not necessary if you are just > planning on using it. Hah! I'd love to just use it. Unfortunately every department has different needs and even where they don't, they'll want to paint the bikeshed a different color. No... I know whatever we use will be customized extensively. That's one of the reasons RT showed up on the radar. It has a reputation for being developer friendly to change. > The interfaces are reasonably clear, it is full-featured, > exceptionally custimizable via gui interfaces, and basically > "works out of the box". The install directions are > perfectly adequate for people willing to read them. That's fine and good, I just wish schema, api, internals, and customization howto's were documented. And I'm sorry, but I've scanned the RT3 manual and it doesn't really go there. I only have so much time to burn evaluating stuff... > If you are planning to do *development* on it, although it > is not documented as well as everyone would like (have you > seen ANY product that is?), the code is modular, well- > structured, and straightforward to understand and modify, > once you understand the paradigms used. In fact, it is > designed so that you can replace parts of it with routines > of your own. It is very rare to find a product go to such > lengths to make that possible. In reality, I have found > that the RT2 docs do a fair job at describing it, although > there have been significant changes. I have worked with Clientele which is a Customer Relation Management (CRM) application. And it is well documented and extensible. About as close to an open source product as I've seen from the prospective of providing access to the change the code. I could modify it to do defect tracking, etc. except it'd be overkill and costly in per user licensing for simple issue tracking, defect reporting, etc. > > Currently, I'm left to read the RT2 developer docs and hope > > RT3 is only different in "better" ways. The window of > > opportunity at my company is slip sliding away. I guess I'll > > go ahead and see how far I get... > > If your window is slipping, go install it and quit talking! :) Indeed. > > Even if the IS guys like the demo... And I don't mean to be an > > ass here, but I can foresee the objections I can expect to get. > > They're going to visit the bestpractical website and see less > > documentation than they're used to and no convenient access to > > a knowledgebook. If they're patient enough to navigate the > > website, they'll eventually find more documentation on fsck.com > > /rtfm. But the click paths between sites aren't always short, > > consistent or obvious. Then perhaps they'll visit the fsck.com > > homepage itself, and the impression that will be formed when > > they realize how intertwined the company and Jesse's personal > > website are, will be of a one-man shop operating on a shoe- > > string. > > Many of these issues might have some validity. Maybe you should > just spend 100K on Remedy? Alternatively, consider the situation > if you paid Best Practical 100k for support. (I would argue that > the latter is a better business decision in many cases.. If you > like, your company can hire me to tell you that. :) And that I fear is what we'll do. Lock ourselves into yet another system and watch it go south. I'm quite certain we'd buy a service contract from Best Practical. Though probably not on the order of 100k. Though, we've certainly paid more on consultants for proprietary systems that still haven't produced results. > If your IT org is not accustomed to using high quality open source > software, then yes -- you are likely to have a problem selling it. > (Don't blame RT for that.) If open source is already accepted, > stick to the question of whether it is high quality or not. You > won't have much of a problem. We're on the cusp of opening new possibilities. Bad impressions formed now, could have long lasting impact and future adoption of open source solutions. -- Garrett Goebel IS Development Specialist ScriptPro Direct: 913.403.5261 5828 Reeds Road Main: 913.384.1008 Mission, KS 66202 Fax: 913.384.2180 www.scriptpro.com garrett at scriptpro dot com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jgedeon at qualcomm.com Wed Dec 3 18:33:14 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Wed, 03 Dec 2003 15:33:14 -0800 Subject: [rt-users] RT issues In-Reply-To: <20031203210557.GA18918@fsck.com> References: <6.0.0.22.2.20031203125609.047d13f0@unixmail.qualcomm.com> <20031203210557.GA18918@fsck.com> Message-ID: <6.0.0.22.2.20031203152652.048cc7d0@unixmail.qualcomm.com> At 01:05 PM 12/3/2003, Jesse Vincent wrote: >On Wed, Dec 03, 2003 at 01:02:43PM -0800, John Gedeon wrote: > > Hi, > > > > I am running RT 2.0.15 with apache 1.3.27 and fastcgi on solaris. > > Recently i have had a couple of users report that their replies to rt via > > email have not been recorded. I am at a loss as to why since it is only on > > 2 specific tickets and both users have been and continue to use rt > > regularly via email. > > >What do the database's error logs say? Our dba's said that they did not see any errors in the database logs files. Any other ideas? >-- >http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From tremaine.lea at sjrb.ca Wed Dec 3 18:45:18 2003 From: tremaine.lea at sjrb.ca (Tremaine Lea) Date: Wed, 03 Dec 2003 16:45:18 -0700 Subject: [rt-users] RT issues Message-ID: <3AD1F04EDB516C4097168A9C08CFFEE606BF8C46@shawmail03.shaw.ca> > -----Original Message----- > From: John Gedeon [mailto:jgedeon at qualcomm.com] > Sent: Wednesday, December 03, 2003 4:33 PM > To: Jesse Vincent > Cc: rt-users at fsck.com > Subject: Re: [rt-users] RT issues > > > At 01:05 PM 12/3/2003, Jesse Vincent wrote: > > > > >On Wed, Dec 03, 2003 at 01:02:43PM -0800, John Gedeon wrote: > > > Hi, > > > > > > I am running RT 2.0.15 with apache 1.3.27 and fastcgi > on solaris. > > > Recently i have had a couple of users report that their > replies to > > > rt via email have not been recorded. I am at a loss as to > why since > > > it is only on 2 specific tickets and both users have been and > > > continue to use rt regularly via email. > > > > > >What do the database's error logs say? > > Our dba's said that they did not see any errors in the > database logs files. > Any other ideas? > > >-- > >http://www.bestpractical.com/rt -- Trouble Ticketing. Free. Hello John, Do the users still have a copy of the emails they've sent in their sent items folders that you can compare against the SMTP logs? Additionally, check the sent times on the mail against your webserver logs and see if anything shows there. Cheers, Tremaine From jesse at bestpractical.com Wed Dec 3 18:55:11 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 3 Dec 2003 18:55:11 -0500 Subject: [rt-users] RT3 Documentation: Hackers, FAQ, etc. ??? [x-adr] In-Reply-To: <71BEC0D4E1DED3118F7A009027B12028034C90A7@EXCH_MISSION> References: <71BEC0D4E1DED3118F7A009027B12028034C90A7@EXCH_MISSION> Message-ID: <20031203235511.GF18918@fsck.com> On Wed, Dec 03, 2003 at 04:49:38PM -0600, Garrett Goebel wrote: > > We've got an as-yet-unannounced RTFM instance on rt3.fsck.com > > that seph has been starting to flesh out with content and I'm > > sure he'd love help. > > Great. But all I can see is a login screen. And being login-less that leaves > me at an impasse. -I'll take that question on over to rt-doc-workers... guest/guest will work. We generally don't hand out accounts with create/edit abilities until users have contributed a bit to the mailing lists, etc. Best, Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From ges+lists at wingfoot.org Wed Dec 3 22:13:07 2003 From: ges+lists at wingfoot.org (Glenn Sieb) Date: Wed, 3 Dec 2003 22:13:07 -0500 (EST) Subject: [rt-users] RT3 woes still. In-Reply-To: <20031203223829.GA743@moreton.com.au> References: <20031202161657.B2F70A8938@lucy.corp.lumeta.com> <20031203223829.GA743@moreton.com.au> Message-ID: <1682.68.196.127.120.1070507587.squirrel@www.wingfoot.org> Phil Homewood wrote: > Do your RT and/or DB logs show the reason for that? I only get this: Dec 3 22:09:52 caduceus RT: WebRT: Could not load ticket 77 () (/sw/rt/share/html/Elements/Error:54) :-/ Any ideas? Thanks, Phil! Glenn From dlbrett at zoominternet.net Wed Dec 3 23:30:52 2003 From: dlbrett at zoominternet.net (Don Brett) Date: Wed, 03 Dec 2003 23:30:52 -0500 Subject: [rt-users] Has anyone figured out how to install Apache::Test? Message-ID: <3FCEB87C.C23B0E2C@zoominternet.net> I'm running into the same problem others have. All Apache tests fail while installing Apache::Request, complaining about Apache::Test, which refuses to install. Any suggestions? Thanks, Don From avr at canada.com Thu Dec 4 00:31:03 2003 From: avr at canada.com (Andrew Ruscica) Date: Thu, 4 Dec 2003 00:31:03 -0500 Subject: [rt-users] Has anyone figured out how to install Apache::Test? In-Reply-To: <3FCEB87C.C23B0E2C@zoominternet.net> References: <3FCEB87C.C23B0E2C@zoominternet.net> Message-ID: <20031204053103.GI8833@jet2.net> I ended up installing Apache::Test manually (that is, from the cpan tarball rather than the install command at the cpan prompt), and it installed successfully. However, this still did not satisfy Apache::Request, which for me still refuses to build (I get several pages of errors during the make portion of the installation). Every other dependency of RT3 with mod_perl is there, and it is actually running on our test-box without Apache::Request. Our solution to this may be to give up on Apache::Request on the test-box (Suse 8.2) and install Debian or FreeBSD for production (following some earlier advice found on this list). --Andrew On Wed, Dec 03, 2003 at 11:30:52PM -0500, Don Brett wrote: > I'm running into the same problem others have. All Apache tests fail > while installing > Apache::Request, complaining about Apache::Test, which refuses to > install. Any suggestions? Thanks, > Don > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 Dec 4 01:21:18 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 4 Dec 2003 01:21:18 -0500 Subject: [rt-users] RT3 Documentation: Hackers, FAQ, etc. ??? In-Reply-To: <71BEC0D4E1DED3118F7A009027B12028034C90A3@EXCH_MISSION> References: <71BEC0D4E1DED3118F7A009027B12028034C90A3@EXCH_MISSION> Message-ID: <20031204062118.GI18918@fsck.com> On Wed, Dec 03, 2003 at 11:44:40AM -0600, Garrett Goebel wrote: > In early November, Bob Goldstein asked about meta-docs > (http://lists.fsck.com/pipermail/rt-users/2003-November/018157.html). > Specifically he asked about the missing RT3 FAQ and Hacking Guide. Jesse > responded: > > > *nod* Point well taken. The documentation effort is somewhat > > behind where we'd like it to be, though we should have > > exciting news on that front soon. > > > When is soon? > Who is we? > Will you be wanting feedback? > How to contribute? While our software is all publically available, the Business side of the house can't be run completely transparently. I can't yet say anything detailed about what we're doing about the documentation effort. At this point, the "i"s have been dotted, but we're still waiting on the "t"s being crossed. When I can tell y'all what's going on, I will. > > Even if the IS guys like the demo... And I don't mean to be an ass here, but > I can foresee the objections I can expect to get. They're going to visit the > bestpractical website and see less documentation than they're used to and no > convenient access to a knowledgebook. If they're patient enough to navigate > the website, they'll eventually find more documentation on fsck.com/rtfm. > But the click paths between sites aren't always short, consistent or > obvious. Then perhaps they'll visit the fsck.com homepage itself, and the > impression that will be formed when they realize how intertwined the company > and Jesse's personal website are, will be of a one-man shop operating on a > shoe-string. RT _is_ an opensource project. It was my hobby for many years before I quit my day job to concentrate on creating free software. We're certainly not a one-man shop, but we are a small company. And as such, we don't have a lot of spare time to focus on a slick corporate branding. We'd much rather spend the time concentrating on creating world-class software than on making sure that the website has cornflower blue icons for every resource. Things are much better than they were six months ago. And six months ago, they were much better than they were a year ago. I'm confident that they'll be much improved in another six months. > Of course the product (with support contract) that we're currently using has > bad documentation, is bug-ridden and has provided almost nothing in the way > of paid for support. But they sure do have slick website ;) And you're looking at ditching them. The money they paid to have their website developed is probably what it would cost me to employ a competent developer for a year. As the company grows, you will see more "polish," but fundamentally, we're a technology company. And, at the end of the day, solid technology is what you want and need. Best, Jesse Vincent President Best Practical Solutions, LLC -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From rspier at pobox.com Thu Dec 4 03:01:04 2003 From: rspier at pobox.com (Robert Spier) Date: Thu, 04 Dec 2003 00:01:04 -0800 Subject: [rt-users] Mod-FASTCGI |+ Apache2 In-Reply-To: <3FCC079D.9060903@wesmo.com> References: <3FCC079D.9060903@wesmo.com> Message-ID: > > I thought I would migrate over to Apache2 during the upgrade of our main > server, and everything has gone well so far.. well, except for fastcgi, > which is needed for our RT3 implementations (two of them). > > Anyone have any luck with Apache2 + mod_fastcgi on RH9? Works just fine for me. This is how I do most of my RT development. (I generally don't use the stock RH9 perl, but the Apache2 and fcgi are fine.) -R From rt at mas.ml1.net Thu Dec 4 05:56:45 2003 From: rt at mas.ml1.net (MAS) Date: Thu, 04 Dec 2003 10:56:45 +0000 Subject: [rt-users] Has anyone figured out how to install Apache::Test? In-Reply-To: <20031204053103.GI8833@jet2.net> References: <3FCEB87C.C23B0E2C@zoominternet.net> <20031204053103.GI8833@jet2.net> Message-ID: <6053088.1070535405@[192.168.0.235]> --On 04 December 2003 00:31 -0500 Andrew Ruscica wrote: > I ended up installing Apache::Test manually (that is, from the cpan > tarball rather than the install command at the cpan prompt), and it > installed successfully. However, this still did not satisfy > Apache::Request, which for me still refuses to build (I get several > pages of errors during the make portion of the installation). I had similar problems, but following some advice I found elsewhere I used the 'force install Apache::Test' command at the cpan prompt and it not only installed fine, but allowed all the other modules to install too. So far RT is running without a hitch (besides those caused by running on perl 5.6.1, that is... :) mike From David.Addison at infineon.com Thu Dec 4 06:38:33 2003 From: David.Addison at infineon.com (David.Addison at infineon.com) Date: Thu, 4 Dec 2003 12:38:33 +0100 Subject: [rt-users] Telling a web site to user Perl 5.8 Message-ID: <5E02F0ECE283D711A9850008C786F2BD048704@brsg501a.brs.infineon.com> I've included below the virtual server section of my fastcgi installation in case it's useful ServerAdmin *@*.* DocumentRoot /opt/rt3/share/html ServerName *.* AddDefaultCharSet UTF-8 ErrorLog logs/error_log CustomLog logs/access_log common SetHandler server-info Order deny,allow Deny from all Allow from .*.* ScriptAlias /cgi-bin/ "/opt/rt3/bin/" FastCgiServer /opt/rt3/bin/mason_handler.fcgi Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ # AllowOverride None Options None Order allow,deny Allow from all I may be over simplifying things but it might be worth changing the first line of the mason_handler.fcgi file to point to your local installation of perl 5.8 (if you haven't already) Dave From eichhorn at ponton-consulting.de Thu Dec 4 06:50:53 2003 From: eichhorn at ponton-consulting.de (=?ISO-8859-1?Q?J=F6rg_Eichhorn?=) Date: Thu, 04 Dec 2003 12:50:53 +0100 Subject: [rt-users] Display links Message-ID: <92089687.1070542253@[192.168.200.77]> Hello, we just upgraded to RT 3.0.7_01 from our 2.0.x installation. The import worked well and the system runs fine. I wondered, that urls in plain text mails aren't displayed as links in the gui. Our RT2 used to make links from text like 'http://servername'. Is this possible in RT3? Thanks for help. J?rg Eichhorn From cubic at acronis.ru Thu Dec 4 08:20:56 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 04 Dec 2003 16:20:56 +0300 Subject: [rt-users] Display links In-Reply-To: <92089687.1070542253@[192.168.200.77]> References: <92089687.1070542253@[192.168.200.77]> Message-ID: <3FCF34B8.4060003@acronis.ru> J?rg Eichhorn wrote: > Hello, > > we just upgraded to RT 3.0.7_01 from our 2.0.x installation. The import > worked well and the system runs fine. > I wondered, that urls in plain text mails aren't displayed as links in > the gui. > Our RT2 used to make links from text like 'http://servername'. > Is this possible in RT3? > > Thanks for help. No not implemented in mainline and I didn't see any contributions. Best regards. Ruslan. From acesarz at crowley.pl Thu Dec 4 08:26:03 2003 From: acesarz at crowley.pl (Alek Cesarz) Date: Thu, 04 Dec 2003 14:26:03 +0100 Subject: [rt-users] seperating queues (repost) In-Reply-To: <3FCCAEF9.5010105@acronis.ru> References: <200312021346.hB2DksJ11971@crypt.erie.ge.com> <3FCC9DCA.5010205@crowley.pl> <3FCCAEF9.5010105@acronis.ru> Message-ID: <3FCF35EB.4040008@crowley.pl> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 people, rt2 to rt3 import script allows skipping dead tickets. does it also allow skipping disabled queues? regards, - -- Alek Cesarz : NOD manager : ALEK1-RIPE +48 22 860 69 60 : Crowley Data Poland -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.3 (MingW32) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQE/zzXrC3s32xNJGmERAi2GAJ9jHiQhNU4AwoN0M4Ik+LVlUPv8nACgyyJl RGDANAsDvmMEY0u+RlJ+fUE= =yGlD -----END PGP SIGNATURE----- From list+rt at joreybump.com Thu Dec 4 09:29:56 2003 From: list+rt at joreybump.com (Jorey Bump) Date: Thu, 04 Dec 2003 09:29:56 -0500 Subject: [rt-users] Has anyone figured out how to install Apache::Test? In-Reply-To: <6053088.1070535405@[192.168.0.235]> References: <3FCEB87C.C23B0E2C@zoominternet.net> <20031204053103.GI8833@jet2.net> <6053088.1070535405@[192.168.0.235]> Message-ID: <3FCF44E4.8000908@joreybump.com> MAS wrote: > I had similar problems, but following some advice I found elsewhere I > used the 'force install Apache::Test' command at the cpan prompt and it > not only installed fine, but allowed all the other modules to install too. One of the reasons this works is that some Apache-related modules require you to run the test portion as a non-root user. This means that you can't simply open cpan as root and get a successful system-wide installation of the module; the tests will always fail. Whether or not you should force the install depends on how customized your environment is. In some cases, it's better to download the tarball, run make and make test as a nonprivileged user, then su to root to run make install. Since I install rt under its own environment with its own user and binaries, I don't run into this problem anymore. So far, it's running stable and doesn't interfere with the rest of the machine. From garrett at scriptpro.com Thu Dec 4 09:58:37 2003 From: garrett at scriptpro.com (Garrett Goebel) Date: Thu, 4 Dec 2003 08:58:37 -0600 Subject: [rt-users] Has anyone figured out how to install Apache::Test ? Message-ID: <71BEC0D4E1DED3118F7A009027B12028034C90A9@EXCH_MISSION> Don Brett wrote: > > I'm running into the same problem others have. All Apache tests > fail while installing Apache::Request, complaining about > Apache::Test, which refuses to install. Perhaps a little more detail on how Apache::Test refuses to install? Ethan Kiczek wrote: > > I'm attempting to install RT 3.0.7 on a RedHat 9 machine. I built > Apache 1.3.29 statically with mod_perl 1.29 following the > instructions in Appendix 4 of the documentation. [...] > generating script t/TEST > APXS (/usr/local/apache/bin/apxs) query for SBINDIR failed [...] > So I tried %apxs -q SBINDIR and it gave me: > > apxs:Error: Sorry, no DSO support for Apache available > apxs:Error: under your platform. Make sure the Apache > apxs:Error: module mod_so is compiled into your server > apxs:Error: binary `/usr/local/apache/bin/httpd'. I had an apxs problems getting Apache::Test to run on Gentoo. Both Gentoo and Mandrake place non-vanilla apache modules into a different (/usr/lib/apache-extramodules) directory. So my Apache::Test install threw a similar apxs failure when trying to load mod_perl. No one was ever able to tell me why they split the module directory. But my problem was obviously a distributions issue. FYI: I solved it by adding a line to Apache::TestConfig: $self->apxs('LIBEXECDIR'), > $self->apxs('LIBEXECDIR') . '-extramodules', But that isn't your problem. As you said build Apache statically. I.e., no DSO. So it makes sense that apxs would give those errors. I thought Apache::Test should work without DSO. The documenation for Apache::Test directs questions to the test-dev at httpd.apache.org mailing list. Which you can find more information about at http://httpd.apache.org/test/. Though the link to the searchable archives on that page appears to be broken. Try: http://marc.theaimsgroup.com/?l=apache-test-dev instead. Please post back here if/when you find the answer to the problem cheers, Garrett -- Garrett Goebel IS Development Specialist ScriptPro Direct: 913.403.5261 5828 Reeds Road Main: 913.384.1008 Mission, KS 66202 Fax: 913.384.2180 www.scriptpro.com garrett at scriptpro dot com -------------- next part -------------- An HTML attachment was scrubbed... URL: From rcoleman at interpublic.com Thu Dec 4 10:18:30 2003 From: rcoleman at interpublic.com (rcoleman at interpublic.com) Date: Thu, 4 Dec 2003 10:18:30 -0500 (EST) Subject: [rt-users] Has anyone figured out how to install Apache::Test? In-Reply-To: <3FCEB87C.C23B0E2C@zoominternet.net> Message-ID: On Wed, 3 Dec 2003, Don Brett wrote: > I'm running into the same problem others have. All Apache tests fail > while installing > Apache::Request, complaining about Apache::Test, which refuses to > install. Any suggestions? Thanks, > Don I had to force the install. And all seems to be working well. From jschubert at linearcorp.com Thu Dec 4 02:40:43 2003 From: jschubert at linearcorp.com (John Schubert) Date: 04 Dec 2003 07:40:43 +0000 Subject: [rt-users] Has anyone figured out how to install Apache::Test? In-Reply-To: References: Message-ID: <1070523644.2406.37.camel@localhost.localdomain> On Thu, 2003-12-04 at 15:18, rcoleman at interpublic.com wrote: > On Wed, 3 Dec 2003, Don Brett wrote: > > > I'm running into the same problem others have. All Apache tests fail > > while installing > > Apache::Request, complaining about Apache::Test, which refuses to > > install. Any suggestions? Thanks, > > Don > > I had to force the install. And all seems to be working well. At the risk of chiming in with another "Me too". I did the same. Under Solaris, I always config, and make as a normal user, and then make install as root. Doing otherwise invites permissions problems later. With this install, however, I wasn't worried about permissions so I forced the install since I understood the Apache::Test wanted to be run under a normal user. Long story made longer. I skipped the tests for that one module and did a forced install. The one thing I didn't try was SUDO, but I'd assume that'd still have issues since it's running with a UID of 0 (root). John From Samuel.Senoner at eurac.edu Thu Dec 4 10:43:46 2003 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Thu, 4 Dec 2003 16:43:46 +0100 Subject: [rt-users] Oracle conversion Message-ID: <8ABC35686C73554691F3481C4023BE5EF17D7B@abz01be.eurac.edu> Did someone try RT on oracle? Does it work how it works on other dbs? Or do somebody know if there is some script to migrate from postgres to oracle? Thanks Samuel From kosmos23 at polbox.com Thu Dec 4 10:32:35 2003 From: kosmos23 at polbox.com (Kosmita) Date: Thu, 4 Dec 2003 16:32:35 +0100 Subject: [rt-users] After migration problem 2.0.14 to 3.0.7_01 Message-ID: <001901c3ba7e$83f3e270$4958010a@wroclaw.tlsa.pl> Hello, We experience following problem after migrating from rt-2.0.14, postgres 7.1, perl 5.6.1, apache 1.3.27 to rt-3.0.7_01, postgres 7.3, perl 5.8.2, apache 1.3.29 on debian using rt2-to-rt3 script: all tickets, users, queues are in place but we can not perform some operation existing tickets (comment, reply) or create new tickets. We get the following error message: Dec 4 15:20:53 tracker RT: DBD::Pg::st execute failed: ERROR: duplicate key violates unique constraint "tickets_pkey" at /usr/lib/perl5/site_perl/5.8.2/ DBIx/SearchBuilder/Handle.pm line 410. (/opt/rt3/lib/RT.pm:247) Have anybody seen that before ? Any ideas what went wrong/should be corrected ? regards from Poland Jacek From joseph85750 at yahoo.com Thu Dec 4 11:11:58 2003 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Thu, 4 Dec 2003 08:11:58 -0800 (PST) Subject: [rt-users] RT2 vs RT3? Message-ID: <20031204161158.93979.qmail@web13125.mail.yahoo.com> I see a lot of people migrating from RT2 to RT3, and am curious if there is a document somewhere which describes the benifits or new things you get with RT3 not available in RT2. Can anyone point me to such a document? __________________________________ Do you Yahoo!? Free Pop-Up Blocker - Get it now http://companion.yahoo.com/ From blackd at LesConcierges.com Thu Dec 4 11:17:12 2003 From: blackd at LesConcierges.com (Devon Black) Date: Thu, 4 Dec 2003 08:17:12 -0800 Subject: [rt-users] using mailgate on windows Message-ID: <4827EC174AF9D311914F00D0B74775A3031C7BEF@lesmail.lesconcierges.com> Does any one have any experience using mailgate or the pop mailgate on a windows 2000 system? It seems like I have eveything else working fine so far, web interface and all, but I don't know how to set up rt to get mail. I'm using RT 3.0.7 on Windows 2000. _db Devon -------------- next part -------------- An HTML attachment was scrubbed... URL: From autrijus at autrijus.org Thu Dec 4 11:27:04 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Fri, 5 Dec 2003 00:27:04 +0800 Subject: [rt-users] using mailgate on windows In-Reply-To: <4827EC174AF9D311914F00D0B74775A3031C7BEF@lesmail.lesconcierges.com> References: <4827EC174AF9D311914F00D0B74775A3031C7BEF@lesmail.lesconcierges.com> Message-ID: <20031204162704.GA17727@aut.dyndns.org> On Thu, Dec 04, 2003 at 08:17:12AM -0800, Devon Black wrote: > Does any one have any experience using mailgate or the pop mailgate on a > windows 2000 system? It seems like I have eveything else working fine so > far, web interface and all, but I don't know how to set up rt to get mail. I have an unfinished prototype in: rt/bin/rt-pop3gate that is supposed to be a background process that pulls from a POP3 account and relay everything to the mailgate. I think I've got most of it finished, but it's untested, and everything is hardcoded, so if somebody is willing to work on it more, it'd be appreciated. Thanks, /Autrijus/ From steve at comp.leeds.ac.uk Thu Dec 4 11:23:39 2003 From: steve at comp.leeds.ac.uk (Steve Harris) Date: Thu, 4 Dec 2003 16:23:39 +0000 (GMT) Subject: [rt-users] CLI session cookie problem rt_3.0.7 onwards bug In-Reply-To: <20031204142831.8C1F611580@pallas.eruditorum.org> References: <20031204142831.8C1F611580@pallas.eruditorum.org> Message-ID: In rt_3.0.7 the prefix for the session cookie was changed in Elements/SetupSessionCookie from: RT_SID to "RT_SID_".$RT::rtname.".".$ENV{'SERVER_PORT'}; The CLI bin/rt has not been changed to reflect this in subroute 'update', thus the cookie is never saved and the user is prompted on every use. Steve -- Steve Harris School Of Computing The University Of Leeds From mmethe at ci.keene.nh.us Thu Dec 4 11:46:20 2003 From: mmethe at ci.keene.nh.us (Michael Methe) Date: Thu, 4 Dec 2003 11:46:20 -0500 Subject: [rt-users] RT gets mail, but doesn't send Message-ID: Hello All, I am able to send help requests via email to RT and get the AutoResponse from RT. When I attempt to respond to the help request via the web interface, it never gets there. Here is an attempted reply session from my /var/log/maillog: Dec 4 11:41:14 rh9-group sendmail[3338]: hB4GfEeC003338: from=nobody, size=864, class=-60, nrcpts=1, msgid=, relay=nobody at localhost Dec 4 11:41:14 rh9-group postfix/smtpd[3330]: warning: 127.0.0.1: hostname localhost verification failed: Host not found, try again Dec 4 11:41:14 rh9-group postfix/smtpd[3330]: connect from unknown[127.0.0.1] Dec 4 11:41:14 rh9-group postfix/smtpd[3330]: 759FC70030: client=unknown[127.0.0.1] Dec 4 11:41:14 rh9-group postfix/cleanup[3331]: 759FC70030: message-id= Dec 4 11:41:14 rh9-group postfix/nqmgr[3201]: 759FC70030: from=, size=1336, nrcpt=1 (queue active) Dec 4 11:41:14 rh9-group sendmail[3338]: hB4GfEeC003338: to=root at localhost, ctladdr=nobody (99/99), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=138642, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (Ok: queued as 759FC70030) Dec 4 11:41:14 rh9-group postfix/local[3332]: 759FC70030: to=, relay=local, delay=0, status=sent ("|/usr/bin/procmail -p /etc/postfix/procmail.conf") Dec 4 11:41:14 rh9-group postfix/smtpd[3330]: disconnect from unknown[127.0.0.1] It appears as though RT is not sending the reply to right place? Dunno... Help!? Thanks in advance Michael Methe Systems Administrator - City of Keene 3 Washington Street - Second Floor Keene, NH 03431 603-357-9802 -------------- next part -------------- An HTML attachment was scrubbed... URL: From tremaine.lea at sjrb.ca Thu Dec 4 12:06:17 2003 From: tremaine.lea at sjrb.ca (Tremaine Lea) Date: Thu, 04 Dec 2003 10:06:17 -0700 Subject: [rt-users] RT gets mail, but doesn't send Message-ID: <3AD1F04EDB516C4097168A9C08CFFEE606BF8C8B@shawmail03.shaw.ca> Hi Michael, I'd recommend checking your /etc/hosts file, as the log below indicates that postfix/smtpd is attemptng to verify the host 'localhost' and failing to do so. At a minimum you should have a top entry in the /etc/hosts file that reads 127.0.0.1 localhost on a line by itself. You may also want to check the postfix config file main.cf (usually in /etc/postfix/main.cf) Hope that helps Tremaine -----Original Message----- From: Michael Methe [mailto:mmethe at ci.keene.nh.us] Sent: Thursday, December 04, 2003 9:46 AM To: rt-users at lists.fsck.com Subject: [rt-users] RT gets mail, but doesn't send Hello All, I am able to send help requests via email to RT and get the AutoResponse from RT. When I attempt to respond to the help request via the web interface, it never gets there. Here is an attempted reply session from my /var/log/maillog: Dec 4 11:41:14 rh9-group sendmail[3338]: hB4GfEeC003338: from=nobody, size=864, class=-60, nrcpts=1, msgid=, relay=nobody at localhost Dec 4 11:41:14 rh9-group postfix/smtpd[3330]: warning: 127.0.0.1: hostname localhost verification failed: Host not found, try again Dec 4 11:41:14 rh9-group postfix/smtpd[3330]: connect from unknown[127.0.0.1] Dec 4 11:41:14 rh9-group postfix/smtpd[3330]: 759FC70030: client=unknown[127.0.0.1] Dec 4 11:41:14 rh9-group postfix/cleanup[3331]: 759FC70030: message-id= Dec 4 11:41:14 rh9-group postfix/nqmgr[3201]: 759FC70030: from=, size=1336, nrcpt=1 (queue active) Dec 4 11:41:14 rh9-group sendmail[3338]: hB4GfEeC003338: to=root at localhost, ctladdr=nobody (99/99), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=138642, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (Ok: queued as 759FC70030) Dec 4 11:41:14 rh9-group postfix/local[3332]: 759FC70030: to=, relay=local, delay=0, status=sent ("|/usr/bin/procmail -p /etc/postfix/procmail.conf") Dec 4 11:41:14 rh9-group postfix/smtpd[3330]: disconnect from unknown[127.0.0.1] It appears as though RT is not sending the reply to right place? Dunno... Help!? Thanks in advance Michael Methe Systems Administrator - City of Keene 3 Washington Street - Second Floor Keene, NH 03431 603-357-9802 -------------- next part -------------- An HTML attachment was scrubbed... URL: From mprevost at gradkell.com Thu Dec 4 12:05:46 2003 From: mprevost at gradkell.com (Mike R. Prevost) Date: Thu, 4 Dec 2003 11:05:46 -0600 Subject: [rt-users] Where to learn about ScripConditions and Scrips Message-ID: I want to learn how to use Scrips, ScripCondiditions and ScripActions in RT3. I can't find any docs on how to use the "Custom condition", "Custom action preparation code" and "Custom action cleanup code". I can't seem to find docs that explain all this. Initially, I just want to make RT not send the autoreply to the requester unless the request came in via email. I mean, I don't want the auto-reply sent if I create the request within the GUI. I do want the ticket contents to go to the requester via email, though. Thanks. --- Mike R. Prevost From richard at zync.co.uk Thu Dec 4 12:27:57 2003 From: richard at zync.co.uk (Richard Gration) Date: Thu, 4 Dec 2003 17:27:57 +0000 Subject: Fwd: Re: [rt-users] Has anyone figured out how to install Apache::Test? Message-ID: <200312041727.57324.richard@zync.co.uk> Sorry, managed to reply to the OP instead of the list. ---------- Forwarded Message ---------- On Thursday 04 December 2003 04:30, Don Brett wrote: > I'm running into the same problem others have. All Apache tests fail > while installing > Apache::Request, complaining about Apache::Test, which refuses to > install. Any suggestions? Thanks, > Don I also had the same issues when installing Apache::Test. I eventually found out that the problem is permissions. Usually, perl mods have to be installed as root. My .cpan directory is in root's home directory. People familiar with apache might already have sniffed the problem from this. Apache runs as a particular user, usually httpd, sometimes apache (thanks RedHat). This user needs read access to any directory it serves content from. Permissions on root's home directory (like all other home directories) are usually 700. The test suite for Apache::Test fires up a test httpd on some port, and then tries to request a page from it. But this page is somewhere in the .cpan directory, which is very often in a directory which the httpd user does not have read access to. So the response code is 5xx (Forbidden or Access Denied, can't remember), which the test suite interprets as a failure to install the module or run the httpd server, therefore it bombs out. This is why a force install usually doesn't cause any problems, because most often the install goes OK, it's just the test that fails. Various solutions present themselves: 1. Put .cpan in a world readable directory, maybe /tmp 2. "chmod 755 /root" before installation and "chmod 700 /root" afterwards (or wherever your .cpan is) 3. Cross your fingers and force the install HTH Rich ------------------------------------------------------- From jesse at bestpractical.com Thu Dec 4 12:33:00 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 4 Dec 2003 12:33:00 -0500 Subject: [rt-users] Oracle conversion In-Reply-To: <8ABC35686C73554691F3481C4023BE5EF17D7B@abz01be.eurac.edu> References: <8ABC35686C73554691F3481C4023BE5EF17D7B@abz01be.eurac.edu> Message-ID: <20031204173300.GU18918@fsck.com> On Thu, Dec 04, 2003 at 04:43:46PM +0100, Senoner Samuel wrote: > Did someone try RT on oracle? > Does it work how it works on other dbs? > Or do somebody know if there is some script to migrate from postgres to > oracle? RT on Oracle isn't quite ready for primetime. We're engaged in a project to fix that for a customer, right now. Best Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From trey.darley at fahlgrenent.com Thu Dec 4 12:38:26 2003 From: trey.darley at fahlgrenent.com (trey.darley) Date: Thu, 4 Dec 2003 12:38:26 -0500 (EST) Subject: [rt-users] Can't locate object method "new" via package "RT::Handle" at /opt/rt3/lib/RT.pm line 147 In-Reply-To: <20031202225325.GE745@moreton.com.au> References: <20031202225325.GE745@moreton.com.au> Message-ID: Again, I feel like a chump, but help! I have now devoted two days to installing RT. To answer Phil's question, after my initial 'make install' I was getting 'Permission denied: access to / failed because search permissions are missing on a component of the path' in my Apache error_log. That's why I thought to perform the aforementioned chmod. 'make fixperms' was without error. 'make testdeps' indicates all dependencies located. I'm *really* frustrated. :-( I've tried doing fastcgi instead of modperl, but get continual errors: FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 29488) terminated due to uncaught signal '6' (Abort) I don't realy know what to do at this point. It was tricky enough installing on linux some months back. Now I must get it running on MacOS 10.2. I just want to make RT go - I don't care how at this point. Help??? --Trey On Wed, 3 Dec 2003, Phil Homewood wrote: > trey.darley wrote: > > chown -R nobody:nobody /opt/rt3/ > > Why would you do that? That's broken. Undo it (via "make fixperms" > in your RT source dir). While you're there, try a "make testdeps". > > -- > Phil Homewood, Systems Janitor, http://www.SnapGear.com > pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 > SnapGear - A CyberGuard Company > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 mikep at uclink.berkeley.edu Thu Dec 4 13:05:34 2003 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Thu, 04 Dec 2003 10:05:34 -0800 Subject: [rt-users] Convert rt DB from MySql -> PostgreSQL Message-ID: <3FCF776E.7030406@uclink.berkeley.edu> I'd like to convert my MySQL backed RT to PostgreSQL in the interest of standardizing on 1 opensource DB within our department (we also have Oracle, MSSQL, Access, & FoxPro Applications floating all over the place). Has anyone done this? Any tools/tips? Setup: FreeBSD: 4.8, RT: 3.0.7, MySQL: 4.0.16, Postgres: 7.3.4, Apache+ssl: 1.3.28, Perl 5.8.1, mod_perl-1.28 all installed from ports. Thanks, Mike From marziani at oasis.com Thu Dec 4 14:20:41 2003 From: marziani at oasis.com (Michael Marziani) Date: Thu, 4 Dec 2003 13:20:41 -0600 Subject: [rt-users] Max performance suggestions on slow hardware? In-Reply-To: <20031126164656.GA2561@patrick.balonis.com> Message-ID: The best hardware available to me is a celeron 733 server with 160Mb RAM and slow IDE disks. My questions is how can I make the most of this hardware. I want to run RT3 w/ RTFM and this server will be used for nothing else. So.. which do you think would be best: Apache ... Apache2? modperl ... modperl2 ... fastcgi? mysql ... postgresql? Any other optimization tips? I have previously run RT2 and it was decent performancewise with Apache and regular CGI with mysql 3. I have never used postgresql so I don't know if it's any faster/better. I have never used fastcgi or modperl2 either. Thanks for any advice! -Michael From jschubert at linearcorp.com Thu Dec 4 06:42:25 2003 From: jschubert at linearcorp.com (John Schubert) Date: 04 Dec 2003 11:42:25 +0000 Subject: [rt-users] Max performance suggestions on slow hardware? In-Reply-To: References: Message-ID: <1070538145.2406.279.camel@localhost.localdomain> On Thu, 2003-12-04 at 19:20, Michael Marziani wrote: > The best hardware available to me is a celeron 733 server with 160Mb RAM and 160? I am running RT3 with RTFM on a 733 with 256 MbRAM. If you've got less, performance will take a huge hit no matter what you end up with below. > Apache ... Apache2? > modperl ... modperl2 ... fastcgi? > mysql ... postgresql? I'm running Apache1, Mod_perl1 with MySQL. Nothing else runs on the box, except my Ximian Evolution (psuedo Outlook) and Netscrape...errr Netscape. It is fast, but I reboot every night to free up memory (cron job * 3 * * 1-5 reboot and * 4 * * 1-5 /usr/local/apache/bin/apachectl start .....cuz I'm too lazy to use rc3.d) John From tremaine.lea at sjrb.ca Thu Dec 4 14:50:36 2003 From: tremaine.lea at sjrb.ca (Tremaine Lea) Date: Thu, 04 Dec 2003 12:50:36 -0700 Subject: [rt-users] Max performance suggestions on slow hardware? Message-ID: <3AD1F04EDB516C4097168A9C08CFFEE606BF8CA2@shawmail03.shaw.ca> > -----Original Message----- > From: Michael Marziani [mailto:marziani at oasis.com] > Sent: Thursday, December 04, 2003 12:21 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] Max performance suggestions on slow hardware? > > > The best hardware available to me is a celeron 733 server > with 160Mb RAM and slow IDE disks. My questions is how can I > make the most of this hardware. I want to run RT3 w/ RTFM and > this server will be used for nothing else. > > So.. which do you think would be best: > > Apache ... Apache2? > modperl ... modperl2 ... fastcgi? > mysql ... postgresql? > > Any other optimization tips? I have previously run RT2 and > it was decent performancewise with Apache and regular CGI > with mysql 3. I have never used postgresql so I don't know > if it's any faster/better. I have never used fastcgi or > modperl2 either. > > Thanks for any advice! > > -Michael Hi there Michael, I've discovered in my brief introduction to RT/IR thus far that is definitely a RAM intensive process. I have an odd little frankenbox I was testing it on that is a P4 2.4 GHz with a mere 256 megs of ram. In forwarding 300 email to it in relatively quick succession, both apache-ssl and mysql keeled over horribly due to a lack of memory. The processor itself rarely came under any significant load at all even with multiple rt-mailgate/apache-ssl/mysql child processes. I'm currently rebuilding on the same hardware with a new swap partition of 1GB and using Gentoo (www.gentoo.org) to tweak for performance. Rather lengthy install from stage 1, but I'm hoping it's worth it. I'll post back to the list once the build is complete and let you know how it went. Cheers, Tremaine From jesse at bestpractical.com Thu Dec 4 14:58:00 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 4 Dec 2003 14:58:00 -0500 Subject: [rt-users] Max performance suggestions on slow hardware? In-Reply-To: <3AD1F04EDB516C4097168A9C08CFFEE606BF8CA2@shawmail03.shaw.ca> References: <3AD1F04EDB516C4097168A9C08CFFEE606BF8CA2@shawmail03.shaw.ca> Message-ID: <20031204195800.GW18918@fsck.com> On Thu, Dec 04, 2003 at 12:50:36PM -0700, Tremaine Lea wrote: > > Hi there Michael, > > I've discovered in my brief introduction to RT/IR thus far that is > definitely a RAM intensive process. I have an odd little frankenbox I was > testing it on that is a P4 2.4 GHz with a mere 256 megs of ram. In > forwarding 300 email to it in relatively quick succession, both apache-ssl > and mysql keeled over horribly due to a lack of memory. The processor > itself rarely came under any significant load at all even with multiple > rt-mailgate/apache-ssl/mysql child processes. IT would probably pay to reduce the number of concurrent apache processes in low memory situations. Also, it's worth making sure your MTA knows not to fork off delivery processes if load is skyrocketing. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From josh at saratoga.lib.ny.us Thu Dec 4 15:34:39 2003 From: josh at saratoga.lib.ny.us (josh) Date: Thu, 4 Dec 2003 15:34:39 -0500 Subject: [rt-users] Telling a web site to user Perl 5.8 In-Reply-To: <5E02F0ECE283D711A9850008C786F2BD048704@brsg501a.brs.infineon.com> References: <5E02F0ECE283D711A9850008C786F2BD048704@brsg501a.brs.infineon.com> Message-ID: <20031204203439.GA10496@saratoga.lib.ny.us> This was great progress for me. I still have some problems. I believe I need to fix some sort of PATH or ENVIRONMENT someplace, so that the script gets executed with /usr/local/bin ahead of /usr/bin. I'm no longer crahsing the web server -- I may have copied your set up too literally but it is way better than mine. Now what happens is: ==================================================================== [Thu Dec 4 15:25:31 2003] [error] Can't locate RT/Mason.pm in @INC (@INC contai ns: /usr/sausalito/perl /usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0 /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl/5.005/i386-linux /usr/lib/perl5/site_perl/5.005 /usr/lib/perl5/site_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 21) line 3. [Thu Dec 4 15:25:31 2003] [error] Undefined subroutine &RT::Mason::handler call ed. [Thu Dec 4 15:25:31 2003] [error] Undefined subroutine &RT::Mason::handler call ed. ====================================================================- I believe line 3 is where webmux.pl is required. On Thu, Dec 04, 2003 at 12:38:33PM +0100, David.Addison at infineon.com wrote: > I've included below the virtual server section of my fastcgi installation in > case it's useful > > > ServerAdmin *@*.* > DocumentRoot /opt/rt3/share/html > ServerName *.* > AddDefaultCharSet UTF-8 > ErrorLog logs/error_log > CustomLog logs/access_log common > > SetHandler server-info > Order deny,allow > Deny from all > Allow from .*.* > > > ScriptAlias /cgi-bin/ "/opt/rt3/bin/" > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi > Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > # > > AllowOverride None > Options None > Order allow,deny > Allow from all > > > > I may be over simplifying things but it might be worth changing the first > line of the mason_handler.fcgi file to point to your local installation of > perl 5.8 (if you haven't already) > > Dave > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Josh Kuperman josh at saratoga.lib.ny.us From sean.perry at intransa.com Thu Dec 4 18:30:45 2003 From: sean.perry at intransa.com (Sean Perry) Date: Thu, 04 Dec 2003 15:30:45 -0800 Subject: [rt-users] long delays on new tickets Message-ID: <3FCFC3A5.6080207@intransa.com> I am seeing roughly 15 - 20 minute delays between the time a mail hits rt-mailgate and the user receives the "you now have a ticket" message. If I remove rt-mailgate and have it just mail me the mail is nearly instantaneous, so the problem is not mail turn around time. Any ideas? The machine shows no load, has plenty of memory, etc. rt 3.0.7_01, mysql 4, and apache 1.3.29 running modperl with perl 5.8.2. From sachinm at netcore.co.in Fri Dec 5 02:53:08 2003 From: sachinm at netcore.co.in (Sachin Murudkar) Date: Fri, 05 Dec 2003 13:23:08 +0530 Subject: [rt-users] Error Message-ID: <1070610787.13542.14.camel@efv2.netcore.co.in> Hello! I have installed rt in my machine and it is giving me error while installation for HTML::Mason version 1.16, when HTML::Mason version 1.16 seems to be not there in the cpan, so i have installed ver 1,24 but then to it is giving me the same error for version 1.16 Can change the database mysql to postgres after running the perl modules install command (after installation). Please Help with Regards Sachin. ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From Samuel.Senoner at eurac.edu Fri Dec 5 03:04:19 2003 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Fri, 5 Dec 2003 09:04:19 +0100 Subject: [rt-users] Oracle conversion Message-ID: <8ABC35686C73554691F3481C4023BE5EF17D8D@abz01be.eurac.edu> Aha, thank you. I thought I could get a bit more performance using our Oracle server, but...... I have a slow server P3 400, on which RT runs, and I have many complains. On the P3 933 it works very well. SAmuel -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Thursday,04 December,2003 18:33 To: Senoner Samuel Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Oracle conversion On Thu, Dec 04, 2003 at 04:43:46PM +0100, Senoner Samuel wrote: > Did someone try RT on oracle? > Does it work how it works on other dbs? > Or do somebody know if there is some script to migrate from postgres > to oracle? RT on Oracle isn't quite ready for primetime. We're engaged in a project to fix that for a customer, right now. Best Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From hwagener at hamburg.fcb.com Fri Dec 5 04:48:56 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 5 Dec 2003 10:48:56 +0100 Subject: [rt-users] Has anyone figured out how to install Apache::Test? In-Reply-To: <200312041727.57324.richard@zync.co.uk> References: <200312041727.57324.richard@zync.co.uk> Message-ID: <3E8858FC-2708-11D8-96FE-003065DC18B8@hamburg.fcb.com> Am 04.12.2003 um 18:27 schrieb Richard Gration: > > I also had the same issues when installing Apache::Test. I eventually > found > out that the problem is permissions. > Another common problem is the enforcement of a proxy, which the test scripts don't use. Take care to preempt the machine You are installing on from proxy enforcement by means of firewalls, or the tests might hang. Regards, Harald From alex at rnp.br Fri Dec 5 06:36:07 2003 From: alex at rnp.br (Alex) Date: Fri, 05 Dec 2003 09:36:07 -0200 Subject: [rt-users] Malformed UTF-8 character error Message-ID: <3FD06DA7.7090306@rnp.br> Hello, I am currently trying to correct a problem with accented characters (iso-8859-1) that display garbled received emails and also in tickets created with the web interface and I found this in the our rt3-3.0.7 Apache (apache+mod_ssl-1.3.29+2.8.16) server httpd-error.log: [Fri Dec 5 09:01:46 2003] [error] [client 200.17.63.71] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Malformed UTF-8 character (unexpected non-continuation byte 0x73, immediately after start byte 0xf3) in substitution iterator at /usr/local/lib/perl5/site_perl/5.8.1/Devel/StackTrace.pm line 290. [Fri Dec 5 09:03:47 2003] [error] [client 200.17.63.51] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in concatenation (.) or string at /usr/local/rt3/lib/RT/Tickets_Overlay_SQL.pm line 336. ------------------ Other related info: perl-5.8.1_2 , mysql-server-4.0.16 , mod_fastcgi-2.4.0 , p5-FastCGI-0.67 , p5-CGI.pm-3.00,1 , fcgi-devkit-2.4.0 , p5-MIME-Tools-5.411a_3,1 , p5-MIME-Base64-2.21 Has anyone seen errors like these? TIA, Alex From ritu at netcore.co.in Fri Dec 5 06:37:09 2003 From: ritu at netcore.co.in (Ritu Khetan) Date: Fri, 05 Dec 2003 17:07:09 +0530 Subject: [rt-users] Problem with installing RT Message-ID: <1070624229.13371.9.camel@efv2.netcore.co.in> Hello all, I am a newbie to RT. I have tried installing it on a Redhat 8.0 m/c with postgres as the backend. I have first tried the option of automatically acquiring the perl modules. But it fails at the following: Error --------------- Number found where operator expected at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 464, near "<= 60 && -s _ > 0" (Missing operator before 0?) syntax error at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 464, near "<= 60 && -s _ > 0" Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 476. Global symbol "$overwrite_local" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 477. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 478. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 480. Global symbol "$m" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 480. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 480. When i compile FirstTime.pm it shows no errors.. However, when I try installing individual perl modules manually I get stuck at HTML::Mason. RT requires HTML::Mason 1.16 which is not available on CPAN. Hence I am not able to move forward. Also the compilation error for FirstTime.pm appears along with. Here's an excerpt... perl sbin/rt-test-dependencies --with-postgresql --with-modperl1 --install perl: 5.8.0...found MASON dependencies: Params::Validate 0.02...found Cache::Cache ...found Exception::Class ...found HTML::Mason 1.16...MISSING Number found where operator expected at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 464, near "<= 60 && -s _ > 0" (Missing operator before 0?) syntax error at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 464, near "<= 60 && -s _ > 0" Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 476. Global symbol "$overwrite_local" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 477. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 478. Global symbol "$mby" requires explicit................ Please help.... Regards, Ritu ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From maxb at ukf.net Fri Dec 5 07:51:19 2003 From: maxb at ukf.net (Max Bowsher) Date: Fri, 5 Dec 2003 12:51:19 -0000 Subject: [rt-users] Problem with installing RT References: <1070624229.13371.9.camel@efv2.netcore.co.in> Message-ID: <004c01c3bb2e$7f0b42c0$78d96f83@starfruit> Ritu Khetan wrote: >> Hello all, >> >> I am a newbie to RT. I have tried installing it on a Redhat 8.0 m/c >> with postgres as the backend. >> >> I have first tried the option of automatically acquiring the perl >> modules. But it fails at the following: >> >> Error --------------- >> Number found where operator expected at >> /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 464, near "<= 60 && -s _ > >> 0" Run "perl -MCPAN -eshell" and answer the configuration questions. Then try rt-test-depenendencies again. Max. From witold_koziel at kaplan.com Fri Dec 5 11:13:52 2003 From: witold_koziel at kaplan.com (Witold Koziel) Date: Fri, 5 Dec 2003 11:13:52 -0500 Subject: [rt-users] Upgrade from 1.0.7 Message-ID: <8DF9D814B996F54C8FAE018DB1CA6A2FFCB81C@888mail1.kaplaninc.com> Hello all, We have been happily running RT 1.0.7 for quite some time now without any problems. Has anyone upgraded from 1.0.x to the latest version? (I know there are migration tools to 2.0) -Thanks, Witold From mariana.lopes at multicert.com Fri Dec 5 12:01:04 2003 From: mariana.lopes at multicert.com (Mariana Martins Lopes) Date: Fri, 05 Dec 2003 17:01:04 +0000 Subject: [rt-users] Problems creating tickets in command line Message-ID: <3FD0B9D0.9080903@multicert.com> Hi! I'm using RT2. When I try to create a new ticket, using the following command: ./rt --create --subject='teste comando' --requestors=3 --queue=19 where 3 is the root userid and 19 my queueid. I get the following result: No $EDITOR variable defined No permission to create tickets in the queue ''. Have you got an idea of what's happening and how can I solve this problem? Thanks in advance! Mariana Lopes -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 4790 bytes Desc: S/MIME Cryptographic Signature URL: From jgedeon at qualcomm.com Fri Dec 5 12:37:07 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Fri, 05 Dec 2003 09:37:07 -0800 Subject: [rt-users] Upgrade from 1.0.7 In-Reply-To: <8DF9D814B996F54C8FAE018DB1CA6A2FFCB81C@888mail1.kaplaninc. com> References: <8DF9D814B996F54C8FAE018DB1CA6A2FFCB81C@888mail1.kaplaninc.com> Message-ID: <6.0.0.22.2.20031205093554.048f6408@unixmail.qualcomm.com> I have not tried that. But I know of the RT2->RT3 tool so maybe easiest for you to migrate to 2 and then to 3. But then again I have not done that so there maybe a tool to go from 1->3. John At 08:13 AM 12/5/2003, Witold Koziel wrote: >Hello all, > >We have been happily running RT 1.0.7 for quite some time now without >any problems. >Has anyone upgraded from 1.0.x to the latest version? (I know there are >migration tools to 2.0) > >-Thanks, > >Witold >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.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 witold_koziel at kaplan.com Fri Dec 5 13:02:50 2003 From: witold_koziel at kaplan.com (Witold Koziel) Date: Fri, 5 Dec 2003 13:02:50 -0500 Subject: [rt-users] Upgrade from 1.0.7 Message-ID: <8DF9D814B996F54C8FAE018DB1CA6A2FFCB838@888mail1.kaplaninc.com> Thanks for the feedback. I know there are migration tools 1->2 and 2->3, and this is the path I intend to follow. Just wondering if anyone is aware of any gotchas/shortcuts etc, Any info you can provide is appreciated. -Thanks, Witold -----Original Message----- From: John Gedeon [mailto:jgedeon at qualcomm.com] Sent: Friday, December 05, 2003 12:37 PM To: Witold Koziel; rt-users at lists.fsck.com Subject: Re: [rt-users] Upgrade from 1.0.7 I have not tried that. But I know of the RT2->RT3 tool so maybe easiest for you to migrate to 2 and then to 3. But then again I have not done that so there maybe a tool to go from 1->3. John At 08:13 AM 12/5/2003, Witold Koziel wrote: >Hello all, > >We have been happily running RT 1.0.7 for quite some time now without >any problems. >Has anyone upgraded from 1.0.x to the latest version? (I know there are >migration tools to 2.0) > >-Thanks, > >Witold >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.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 alex at rnp.br Fri Dec 5 13:04:04 2003 From: alex at rnp.br (Alex) Date: Fri, 05 Dec 2003 16:04:04 -0200 Subject: [rt-users] Accented characters problem Message-ID: <3FD0C894.6090903@rnp.br> Hi, I've got following problem: when receiving email with accented characters in the Subject, they're displayed ok in emails and web interface but in the body of the ticket, every accented character is displayed as garbage, even those created in the web interface. I've the following config. in RT_SiteConfig.pm: Set($EmailOutputEncoding , 'iso-8859-1'); (Already tried the same with 'ISO-8859-1' and 'utf-8' parameters). Any suggestions where to look for the fix? Maybe a broken perl module? I've sent a previous email concerning malformed utf-8 characters with log entries from the Apache server. TIA, Alex Environment: FreeBSD 4.9-stable: apache+mod_ssl-1.3.29+2.8.16 expat-1.95.6_1 mod_perl-1.28 mysql-client-4.0.16 openssl-0.9.7c p5-Apache-DBI-0.92 p5-Apache-Session-1.54_2 p5-Authen-SASL-2.06 p5-CGI.pm-3.00,1 p5-Cache-Cache-1.02 p5-Carp-Assert-0.17 p5-Class-Container-0.10 p5-Class-Data-Inheritable-0.02 p5-Class-Fields-0.201 p5-Class-ReturnValue-0.51 p5-DBD-mysql-2.9003 p5-DBI-1.38 p5-DBIx-SearchBuilder-0.94 p5-Devel-StackTrace-1.04 p5-Digest-MD5-2.30 p5-Digest-SHA1-2.06 p5-Error-0.15 p5-Exception-Class-1.16 p5-File-Temp-0.12_1 p5-Font-AFM-1.18 p5-FreezeThaw-0.43 p5-Getopt-Long-2.32 p5-HTML-Format-2.03 p5-HTML-Mason-1.23 p5-HTML-Parser-3.34 p5-HTML-Tagset-3.03 p5-HTML-Tree-3.17 p5-I18N-LangTags-0.29 p5-IO-Socket-SSL-0.92 p5-IO-stringy-2.108 p5-IPC-ShareLite-0.09 p5-Locale-Maketext-1.06 p5-Locale-Maketext-Fuzzy-0.02 p5-Locale-Maketext-Lexicon-0.32 p5-Log-Dispatch-2.03 p5-MIME-Base64-2.21 p5-MIME-Tools-5.411a_3,1 p5-MLDBM-2.01 p5-Mail-Tools-1.60 p5-Net-1.17,1 p5-Net-SSLeay-1.23 p5-Params-Validate-0.69 p5-PodParser-1.24 p5-Regexp-Common-2.113 p5-Storable-2.08 p5-Term-ReadKey-2.21 p5-Test-Harness-2.30 p5-Test-Inline-0.15 p5-Test-Simple-0.47_1 p5-Text-Autoformat-1.12 p5-Text-Quoted-1.3 p5-Text-Reform-1.11 p5-Text-Template-1.44 p5-Text-Wrapper-1.000 p5-Time-HiRes-1.51,1 p5-Time-modules-2003.0211 p5-URI-1.27 p5-WWW-Mechanize-0.61 p5-base-2.01 p5-libapreq-1.3 p5-libwww-5.75 From alex at rnp.br Fri Dec 5 13:42:32 2003 From: alex at rnp.br (Alex) Date: Fri, 05 Dec 2003 16:42:32 -0200 Subject: [rt-users] Upgrade from 1.0.7 In-Reply-To: <8DF9D814B996F54C8FAE018DB1CA6A2FFCB838@888mail1.kaplaninc.com> References: <8DF9D814B996F54C8FAE018DB1CA6A2FFCB838@888mail1.kaplaninc.com> Message-ID: <3FD0D198.7060004@rnp.br> Witold Koziel wrote: >Thanks for the feedback. I know there are migration tools 1->2 and 2->3, >and this is the path I intend to follow. Just wondering if anyone is >aware of any gotchas/shortcuts etc, Any info you can provide is >appreciated. > > I've had to keep the rt server downtime to a minimum (it was taking more than 3 days to process with around 27K tickets), so: - Installed rt2 and rt3 completely before starting the migration (not optional step). - Deleted all 'dead' tickets on the rt1 using mysql command line before starting the migration. - Had to carefully edit the rt1->rt2 *and* rt2->rt3 migration script - Wrote another script to do the whole migration in one step. - Made lots of tests. - The database migration was complete in 2h50m running FreeBSD 4.9-table on a Dell 1650 server (one P3 Intel Xeon CPU/ 2GB RAM / SCSI 3 UW RAID 5) Alex >-Thanks, > >Witold > >-----Original Message----- >From: John Gedeon [mailto:jgedeon at qualcomm.com] >Sent: Friday, December 05, 2003 12:37 PM >To: Witold Koziel; rt-users at lists.fsck.com >Subject: Re: [rt-users] Upgrade from 1.0.7 > >I have not tried that. But I know of the RT2->RT3 tool so maybe easiest >for you to migrate to 2 and then to 3. But then again I have not done >that so there maybe a tool to go from 1->3. > >John >At 08:13 AM 12/5/2003, Witold Koziel wrote: > > >>Hello all, >> >>We have been happily running RT 1.0.7 for quite some time now without >>any problems. >>Has anyone upgraded from 1.0.x to the latest version? (I know there are >> >> > > > >>migration tools to 2.0) >> >>-Thanks, >> >>Witold >>_______________________________________________ >>rt-users mailing list >>rt-users at lists.fsck.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 dlbrett at zoominternet.net Fri Dec 5 16:01:03 2003 From: dlbrett at zoominternet.net (Don Brett) Date: Fri, 05 Dec 2003 16:01:03 -0500 Subject: [rt-users] Url configuration questions Message-ID: <3FD0F20F.3CC8D034@zoominternet.net> I have a new installation of Rt3 with a couple of outstanding problems. The RT logo at the top-left corner of the page doesn't display, and, the pages render extremely slowly. From the installation instructions it sounds like I don't have the url settings correct. But I'm pretty confused: >From RT_SiteConfig.pm : - I used the default installation path, so I left this as-is Set($WebPath , ""); - from: root at pc-4:/etc/apache# hostname -f pc-4.zoominternet.net ,so I inserted the name into: Set($WebBaseURL , "http://RT::pc-4.zoominternet.net:80"); - or, do I drop the "RT::" ? Or, is this altogether wrong?? - left this as-is Set($WebURL , $WebBaseURL . $WebPath . "/"); - left this as-is Set($WebImagesURL , $WebURL . "NoAuth/images/"); -but, changed owners to: chown -R root:rt /opt/rt3/share/html/NoAuth/images - Left this as-is Set($LogoURL , $WebImagesURL . "rt.jpg"); Where did I go wrong? Thanks for the help, Don From bill at zettabyte.net Fri Dec 5 16:44:53 2003 From: bill at zettabyte.net (Bill McGonigle) Date: Fri, 5 Dec 2003 16:44:53 -0500 Subject: [rt-users] Re: How bestpractical.com filters spam in front of RT Message-ID: <42FD70CB-276C-11D8-8685-003065EAE3C0@zettabyte.net> Jesse's script didn't work out of the box on my system, and I needed slightly different behavior, so I hacked it up a bit. Others working on a redhat system or those who have similar installation problems might find it useful. I put it up for download in case anybody else can use it: http://zettabyte.net/downloads/rt/rt-mailaudit Feedback welcome, of course. -Bill -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2365 bytes Desc: not available URL: From leon at iwa-solutions.com Fri Dec 5 17:00:44 2003 From: leon at iwa-solutions.com (Leon Sonntag) Date: Fri, 05 Dec 2003 15:00:44 -0700 Subject: [rt-users] RT using SSL Message-ID: <6.0.1.1.0.20031205143655.045b4a10@iwapps4.iwapps.com> I'm stumped!!! I'm trying to get RT 3.0.6 running under SSL on Apache 2.0.40 on a RH8 system. The web interface works fine (though quite slow to initially connect). I can start SSL on Apache. When I connect with SSL running I get the generic Apache startup page even though I have all the redirects the same as without SSL. My SSL virtual host data is in ssl.conf. I reference that file from httpd.conf. ssl.conf - AddType application/x-x509-ca-cert .crt AddType application/x-pkcs7-crl .crl SSLPassPhraseDialog builtin SSLSessionCache dbm:/etc/httpd/logs/ssl_scache SSLSessionCacheTimeout 300 SSLMutex file:/etc/httpd/logs/ssl_mutex SSLRandomSeed startup builtin SSLRandomSeed connect builtin SSLLog /etc/httpd/logs/ssl_engine_log SSLLogLevel info ## ## SSL Virtual Host Context ## SSLEngine on SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL SSLCertificateFile /etc/httpd/conf/ssl.crt/server.crt SSLCertificateKeyFile /etc/httpd/conf/ssl.key/server.key SSLOptions +StdEnvVars SetEnvIf User-Agent ".*MSIE.*" \ nokeepalive ssl-unclean-shutdown \ downgrade-1.0 force-response-1.0 CustomLog /etc/httpd/logs/ssl_request_log \ "%t %h %{SSL_PROTOCOL}x %{SSL_CIPHER}x \"%r\" %b" #NameVirtualHost *:443 NameVirtualHost rt.iwapps.com:443 ServerName rt.iwapps.com DocumentRoot /opt/rt3/share/html ErrorLog logs/rt/error_log CustomLog logs/rt/access_log combined #AddDefaultCharset UTF-8 PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl Order allow,deny Allow from all Options All AllowOverride All AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason maybe somebody can see something I missed From jesse at bestpractical.com Fri Dec 5 17:18:31 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 5 Dec 2003 17:18:31 -0500 Subject: [rt-users] Accented characters problem In-Reply-To: <3FD0C894.6090903@rnp.br> References: <3FD0C894.6090903@rnp.br> Message-ID: <20031205221831.GL18918@fsck.com> On Fri, Dec 05, 2003 at 04:04:04PM -0200, Alex wrote: > Hi, > > I've got following problem: when receiving email with accented > characters in the Subject, > they're displayed ok in emails and web interface but in the body of the > ticket, every > accented character is displayed as garbage, even those created in the > web interface. Er, if they're OK in the web interface, what do you mean by "Body of the ticket"? Also, When reporting bugs in RT, it's useful for you to report what version of RT you've found the bugs in. Also, posting a question to rt-users and then posting it to rt-devel within several hours isn't likely to get you help any faster. Most people on rt-devel also read rt-users. Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Fri Dec 5 17:19:07 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 5 Dec 2003 17:19:07 -0500 Subject: [rt-users] Problems creating tickets in command line In-Reply-To: <3FD0B9D0.9080903@multicert.com> References: <3FD0B9D0.9080903@multicert.com> Message-ID: <20031205221907.GM18918@fsck.com> On Fri, Dec 05, 2003 at 05:01:04PM +0000, Mariana Martins Lopes wrote: > Hi! > I'm using RT2. When I try to create a new ticket, using the following > command: > ./rt --create --subject='teste comando' --requestors=3 --queue=19 > > where 3 is the root userid and 19 my queueid. I think you want to be using the actual Names and not their internal ids. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From drew at drewtaylor.com Fri Dec 5 18:08:30 2003 From: drew at drewtaylor.com (Drew Taylor) Date: Fri, 05 Dec 2003 18:08:30 -0500 Subject: [rt-users] Ticket summary page Message-ID: <3FD10FEE.6040206@drewtaylor.com> I've got a new install of 3.0.7 here and am looking to customize it a bit. I'd love to be able to have a "Summary" page for a given queue which does not require authentication. It would look a little like this: Queue: Foo Status: (dropdown menu) -Unresolved (New & open) -Resolved -Stalled Tickets: ID Name Status Last Update 1 Test New 1 hr 5 Bar Open 7 hours Is there anything like this, and any guesses about how long it would take me to work up something like this? I'm a very experienced perl programmer (OO included), but very new to RT. Drew From maxb at ukf.net Fri Dec 5 19:08:39 2003 From: maxb at ukf.net (Max Bowsher) Date: Sat, 6 Dec 2003 00:08:39 -0000 Subject: [rt-users] Ticket summary page References: <3FD10FEE.6040206@drewtaylor.com> Message-ID: <00a201c3bb8d$1b196da0$78d96f83@starfruit> Drew Taylor wrote: > I've got a new install of 3.0.7 here and am looking to customize it a > bit. I'd love to be able to have a "Summary" page for a given queue > which does not require authentication. It would look a little like this: > > Queue: Foo > > Status: (dropdown menu) > -Unresolved (New & open) > -Resolved > -Stalled > > Tickets: > ID Name Status Last Update > 1 Test New 1 hr > 5 Bar Open 7 hours > > Is there anything like this, and any guesses about how long it would > take me to work up something like this? I'm a very experienced perl > programmer (OO included), but very new to RT. I imagine the following should contain suffient examples to allow what you need to be constructed quickly, just by piecing together bits of existing code: /share/html/Elements/MyTickets /share/html/Elements/MyRequests /share/html/Search/Elements/TicketHeader /share/html/Search/Elements/TicketRow http://lists.fsck.com/pipermail/rt-users/2003-April/013159.html Max. From bill at zettabyte.net Fri Dec 5 19:25:03 2003 From: bill at zettabyte.net (Bill McGonigle) Date: Fri, 5 Dec 2003 19:25:03 -0500 Subject: [rt-users] RT using SSL In-Reply-To: <6.0.1.1.0.20031205143655.045b4a10@iwapps4.iwapps.com> References: <6.0.1.1.0.20031205143655.045b4a10@iwapps4.iwapps.com> Message-ID: Hi, Leon, To the best of my knowledge you can't do virtualhosting with SSL. I've always had to get a new IP address for each SSL host. It can run on the same machine and same apache, IIRC. You could probably do a rewrite rule with apache proxy for https://realhost/rt/ as a workaround. -Bill On Dec 5, 2003, at 5:00 PM, Leon Sonntag wrote: > maybe somebody can see something I missed -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2408 bytes Desc: not available URL: From sachinm at netcore.co.in Fri Dec 5 23:53:45 2003 From: sachinm at netcore.co.in (Sachin Murudkar) Date: Sat, 06 Dec 2003 10:23:45 +0530 Subject: [rt-users] Error Message-ID: <1070686424.20778.14.camel@efv2.netcore.co.in> Hello! I am trying to install rt but while downloading the perl module with your given command gives an error :- Html::Mason version 1.16 missing I couldn't found the version 1.16 so i installed Html::Mason version 1.24, still it is giving the same error as above Please Help with Regards, Sachin ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From ritu at netcore.co.in Sat Dec 6 00:46:05 2003 From: ritu at netcore.co.in (Ritu Khetan) Date: Sat, 06 Dec 2003 11:16:05 +0530 Subject: [rt-users] Problem with installing RT In-Reply-To: <004c01c3bb2e$7f0b42c0$78d96f83@starfruit> References: <1070624229.13371.9.camel@efv2.netcore.co.in> <004c01c3bb2e$7f0b42c0$78d96f83@starfruit> Message-ID: <1070689565.24995.1.camel@efv2.netcore.co.in> Hello Max, I have now configured MCPAN but I still get the same errors... $ perl sbin/rt-test-dependencies --with-postgresql --with-modperl1 --install perl: 5.8.0...found MASON dependencies: Params::Validate 0.02...found Cache::Cache ...found Exception::Class ...found HTML::Mason 1.16...MISSING Number found where operator expected at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 464, near "<= 60 && -s _ > 0" (Missing operator before 0?) syntax error at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 464, near "<= 60 && -s _ > 0" Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 476. Global symbol "$overwrite_local" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 477. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 478. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 480. Global symbol "$m" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 480. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 480. Global symbol "$overwrite_local" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 481. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 482. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 483. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 486. Global symbol "$m" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 486. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 486. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 487. Global symbol "$loopcount" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 487. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 488. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 491. Global symbol "$m" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 491. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 491. Global symbol "$loopcount" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 492. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 493. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 494. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 497. Global symbol "$m" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 497. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 497. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 502. syntax error at /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 504, near "}" /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm has too many errors. Compilation failed in require at /usr/lib/perl5/5.8.0/CPAN.pm line 1182. Please help .... Regards, Ritu On Fri, 2003-12-05 at 18:21, Max Bowsher wrote: > Ritu Khetan wrote: > >> Hello all, > >> > >> I am a newbie to RT. I have tried installing it on a Redhat 8.0 m/c > >> with postgres as the backend. > >> > >> I have first tried the option of automatically acquiring the perl > >> modules. But it fails at the following: > >> > >> Error --------------- > >> Number found where operator expected at > >> /usr/lib/perl5/5.8.0/CPAN/FirstTime.pm line 464, near "<= 60 && -s _ > > >> 0" > > Run "perl -MCPAN -eshell" and answer the configuration questions. > > Then try rt-test-depenendencies again. > > Max. > ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From ritu at netcore.co.in Sat Dec 6 03:24:13 2003 From: ritu at netcore.co.in (Ritu Khetan) Date: Sat, 06 Dec 2003 13:54:13 +0530 Subject: [rt-users] RT with Postgres Message-ID: <1070699053.24995.9.camel@efv2.netcore.co.in> Hello all, I have now installed RT (with postgres) with the foll. command - $ perl sbin/rt-test-dependencies --with-postgresql --with-modperl1 and am now trying to run the , make initialise-database command When I run the initialise-database command it says its trying to connect to mysql instead of Postgres. Here's an excerpt: Inorder to create a new database and grant RT access to that database, this script needs to connect to your mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password: DBI connect(';host=localhost','root',...) failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) at //opt/rt3/sbin/rt-setup-database line 80 Failed to connect to dbi:mysql:;host=localhost as root: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) at //opt/rt3/sbin/rt-setup-database line 80, line 1. make: *** [initialize-database] Error 255 Can anyone tell me how do I make RT talk to postgres? Regards, Ritu ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From maxb at ukf.net Sat Dec 6 07:04:03 2003 From: maxb at ukf.net (Max Bowsher) Date: Sat, 6 Dec 2003 12:04:03 -0000 Subject: [rt-users] Url configuration questions References: <3FD0F20F.3CC8D034@zoominternet.net> Message-ID: <003a01c3bbf1$0c23efa0$78d96f83@starfruit> Don Brett wrote: > I have a new installation of Rt3 with a couple of outstanding problems. > > The RT logo at the top-left corner of the page doesn't display, and, the > pages render extremely slowly. From the installation instructions it > sounds like I don't have the url settings correct. But I'm pretty > confused: > >> From RT_SiteConfig.pm : > > Set($WebBaseURL , "http://RT::pc-4.zoominternet.net:80"); > - or, do I drop the "RT::" ? Or, is this altogether wrong?? It's just an URL. It's not surprising that your browser is being confused by "RT::" wrongly inserted in the middle. You could, actually, drop the explicit ":80" as well. Max. From ekiczek at wcfia.harvard.edu Sat Dec 6 10:19:13 2003 From: ekiczek at wcfia.harvard.edu (Ethan Kiczek) Date: Sat, 06 Dec 2003 10:19:13 -0500 Subject: Fwd: Re: [rt-users] Has anyone figured out how to install Apache::Test? In-Reply-To: <200312041727.57324.richard@zync.co.uk> References: <200312041727.57324.richard@zync.co.uk> Message-ID: <3FD1F371.1080508@wcfia.harvard.edu> Wow. This did it for me! Funny thing is, APXS ***still*** reported failure, but Apache::Test installed fine, and then Apache::Request did as well. Thanks Rich. E- Richard Gration wrote: >Sorry, managed to reply to the OP instead of the list. > >---------- Forwarded Message ---------- > >On Thursday 04 December 2003 04:30, Don Brett wrote: > > >>I'm running into the same problem others have. All Apache tests fail >>while installing >>Apache::Request, complaining about Apache::Test, which refuses to >>install. Any suggestions? Thanks, >>Don >> >> > >I also had the same issues when installing Apache::Test. I eventually found >out that the problem is permissions. > >Usually, perl mods have to be installed as root. My .cpan directory is in >root's home directory. People familiar with apache might already have sniffed >the problem from this. Apache runs as a particular user, usually httpd, >sometimes apache (thanks RedHat). This user needs read access to any >directory it serves content from. Permissions on root's home directory (like >all other home directories) are usually 700. The test suite for Apache::Test >fires up a test httpd on some port, and then tries to request a page from it. >But this page is somewhere in the .cpan directory, which is very often in a >directory which the httpd user does not have read access to. So the response >code is 5xx (Forbidden or Access Denied, can't remember), which the test >suite interprets as a failure to install the module or run the httpd server, >therefore it bombs out. This is why a force install usually doesn't cause any >problems, because most often the install goes OK, it's just the test that >fails. > >Various solutions present themselves: > >1. Put .cpan in a world readable directory, maybe /tmp >2. "chmod 755 /root" before installation and "chmod 700 /root" afterwards (or >wherever your .cpan is) >3. Cross your fingers and force the install > >HTH >Rich > >------------------------------------------------------- > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > -- ------------------------------------------------------------------------ Ethan Kiczek Information Technology Manager Weatherhead Center for International Affairs 617-496-3772 Email: ekiczek at wcfia.harvard.edu Web site: http://www.wcfia.harvard.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From ajk at iu.edu Sat Dec 6 11:18:28 2003 From: ajk at iu.edu (Andrew J. Korty) Date: Sat, 06 Dec 2003 11:18:28 -0500 Subject: [rt-users] Deleting attachments/transactions Message-ID: <87brql7wdn.fsf@rikers.itso.iu.edu> Greetings. The tracking system we're migrating from lets us delete transactions and provide a reason for the deletion. Has anyone worked on adding such a feature to RT? If not, we might like to implement and contribute such a feature. Any tips? Of course, we'd make it optional -- some organizations need their ticket history to be as immutable as possible. -- Andrew J. Korty, Principal Security Engineer, GCIA, GCFA Office of the Vice President for Information Technology Indiana University From dostrom at umich.edu Sat Dec 6 11:35:28 2003 From: dostrom at umich.edu (Dan L. Ostrom) Date: Sat, 06 Dec 2003 11:35:28 -0500 Subject: [rt-users] How to include ticket # in ticket history Message-ID: <4.2.0.58.20031206112738.00af3e90@d.imap.itd.umich.edu> All, We would like to have the ticket # displayed in ticket HISTORY section. For example, when displaying the initial screen for a queues' tickets, you can then click on a single ticket and it is displayed on the next browser screen that appears. The problem is that the ticket # is not displayed anywhere in that display. Users would consider this a great feature as they have to *drill down* into the message history when resolving tickets. Also, if the ticket is downloaded, it's tracking number is lost as well. Does anyone out there know what module I would need to edit to get this to happen? I am fairly new to RT and not a lot of time available to *dig in under the hood* to try and find all the "treasures". I guess this kind of follows the documentation thread as well. Thanks. ############################################################ # Dan L. Ostrom | IT Contract Services # # Systems Administrator III | (734) 647-5664 (voice) # # University of Michigan | (734) 670-4001 pager) # # Ann Arbor Michigan | (734) 763-4050 (fax) # # 48109 | # ############################################################ From cubic at acronis.ru Sat Dec 6 12:21:15 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Sat, 06 Dec 2003 20:21:15 +0300 Subject: [rt-users] Deleting attachments/transactions In-Reply-To: <87brql7wdn.fsf@rikers.itso.iu.edu> References: <87brql7wdn.fsf@rikers.itso.iu.edu> Message-ID: <3FD2100B.5040803@acronis.ru> Andrew J. Korty wrote: > Greetings. The tracking system we're migrating from lets us delete > transactions and provide a reason for the deletion. Has anyone worked > on adding such a feature to RT? > > If not, we might like to implement and contribute such a feature. Any > tips? Of course, we'd make it optional -- some organizations need > their ticket history to be as immutable as possible. > There were something about attachments on the list, but it was really deleting(wipingout from DB). RT don't delete anything from DB at all even tickets only marked as 'dead'. There is no only contributions all over the different places: list, contribution section and so. You could try to port RT2 contrib scrips if there is some. Also go through list archives, there were several threads about deleting parts of RT. Best regards. Ruslan. And be force with you... :) From mauro_chehab at yahoo.com.br Sat Dec 6 14:42:56 2003 From: mauro_chehab at yahoo.com.br (Mauro Carvalho Chehab) Date: Sat, 06 Dec 2003 17:42:56 -0200 Subject: [rt-users] Mailgate errors RT 3 Message-ID: <3FD23140.2090800@yahoo.com.br> I'm receiving the same error message after an upgrade. The prevous version was rt 3.0.4, with perl 5.8.0. The packages are from the time rt 3.0.4 was released. I've upgraded to rt 3.0.7_01 and also upgraded perl to 5.8.2. All required perl packages are at the latest version. I've still seeking for a solution. > What I didn't recognize yesterday is that I was recieving a full HTML encoded error. The error looked like this when displayed in a browser: > > error: Can't use string ("SessionType") as a HASH ref while "strict refs" in use at /usr/share/perl5/RT/Interface/Email.pm line 406. > context: > ... > 402: > 403: sub Gateway { > 404: my $argsref = shift; > 405: > 406: my %args = %$argsref; > 407: > 408: # Set some reasonable defaults > 409: $args{'action'} = 'correspond' unless ( $args{'action'} ); > 410: $args{'queue'} = '1' unless ( $args{'queue'} ); > ... > code stack: /usr/share/perl5/RT/Interface/Email.pm:406 > /usr/share/request-tracker3/html/REST/1.0/NoAuth/mail-gateway:32 > raw error > > Thanks, > > Frank Balonis From joerg at die-herberts.de Sat Dec 6 14:41:29 2003 From: joerg at die-herberts.de (Joerg Herbert) Date: Sat, 06 Dec 2003 20:41:29 +0100 Subject: [rt-users] Problems creating tickets in command line In-Reply-To: <20031205221907.GM18918@fsck.com> References: <3FD0B9D0.9080903@multicert.com> Message-ID: <3FD23EF9.29152.F4C37@localhost> Hi all. On 5 Dec 2003 at 17:19, Jesse Vincent wrote: > On Fri, Dec 05, 2003 at 05:01:04PM +0000, Mariana Martins Lopes wrote: > > Hi! > I'm using RT2. When I try to create a new ticket, using the > following > command: > ./rt --create --subject='teste comando' > --requestors=3 --queue=19 > > where 3 is the root userid and 19 my > queueid. > > I think you want to be using the actual Names and not their internal > ids. > I think you have to use the correct Email-Adress or the unix-Username for --requestors. For --queue you have to use the id. I don't know why, but you have to set $EDITOR=/usr/bin/vi (or any other Editor) even if you don't edit tickets manually. I solved that once, but haven't got access to the solution anymore because i changed employers. -- Bye for now, Bis denne, Joerg From mauro_chehab at yahoo.com.br Sat Dec 6 15:04:01 2003 From: mauro_chehab at yahoo.com.br (Mauro Carvalho Chehab) Date: Sat, 06 Dec 2003 18:04:01 -0200 Subject: [rt-users] Mailgate errors RT 3 In-Reply-To: <3FD23140.2090800@yahoo.com.br> References: <3FD23140.2090800@yahoo.com.br> Message-ID: <3FD23631.6010101@yahoo.com.br> Just complementing, returning back to the old rt 3.0.4 install (keeping new perl and perl packages and new mysql indexes) did work. Mauro Carvalho Chehab wrote: > I'm receiving the same error message after an upgrade. > > The prevous version was rt 3.0.4, with perl 5.8.0. The packages are > from the time rt 3.0.4 was released. > I've upgraded to rt 3.0.7_01 and also upgraded perl to 5.8.2. All > required perl packages are at the latest version. > > I've still seeking for a solution. > > > What I didn't recognize yesterday is that I was recieving a full > HTML encoded error. The error looked like this when displayed in a > browser: > > > > error: Can't use string ("SessionType") as a HASH ref while > "strict refs" in use at /usr/share/perl5/RT/Interface/Email.pm line 406. > > context: > ... > 402: > 403: sub Gateway { > > 404: my $argsref = shift; > > 405: > 406: my %args = %$argsref; > > 407: > 408: # Set some reasonable defaults > > 409: $args{'action'} = 'correspond' unless ( $args{'action'} ); > > 410: $args{'queue'} = '1' unless ( $args{'queue'} ); > > ... > code stack: /usr/share/perl5/RT/Interface/Email.pm:406 > > /usr/share/request-tracker3/html/REST/1.0/NoAuth/mail-gateway:32 > > raw error > > > > Thanks, > > > > Frank Balonis > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 avr at canada.com Sat Dec 6 16:01:08 2003 From: avr at canada.com (Andrew Ruscica) Date: Sat, 6 Dec 2003 16:01:08 -0500 Subject: [rt-users] RT with Postgres In-Reply-To: <1070699053.24995.9.camel@efv2.netcore.co.in> References: <1070699053.24995.9.camel@efv2.netcore.co.in> Message-ID: <20031206210108.GC31354@jet2.net> While installing RT, when you did the ./configure, did you remember to use the option "--with-db-type=postgresql"? The default is mysql, so if you did not use this option, then that probably explains it. --Andrew On Sat, Dec 06, 2003 at 01:54:13PM +0530, Ritu Khetan wrote: > Hello all, > > I have now installed RT (with postgres) with the foll. command - > > $ perl sbin/rt-test-dependencies --with-postgresql --with-modperl1 > > and am now trying to run the , > > make initialise-database command > > When I run the initialise-database command it says its trying to connect > to mysql instead of Postgres. > > Here's an excerpt: > Inorder to create a new database and grant RT access to that database, > this script needs to connect to your mysql instance on localhost as > root. > Please specify that user's database password below. If the user has no > database > password, just press return. > Password: > > DBI connect(';host=localhost','root',...) failed: Can't connect to local > MySQL server through socket '/var/lib/mysql/mysql.sock' (2) at > //opt/rt3/sbin/rt-setup-database line 80 > Failed to connect to dbi:mysql:;host=localhost as root: Can't connect to > local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) at > //opt/rt3/sbin/rt-setup-database line 80, line 1. > make: *** [initialize-database] Error 255 > > Can anyone tell me how do I make RT talk to postgres? > > Regards, > Ritu > > ---------------------------------------------------------------- > > NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 > > MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in > > Pragatee: Integrated Server-Software Suite: http://www.pragatee.com > > Emergic Freedom: Server-centric Computing: http://www.emergic.com > > BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com > > Deeshaa: Rural Development: http://www.deeshaa.com > > Rajesh Jain's Weblog on Technology: http://www.emergic.org > ---------------------------------------------------------------- > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 dka at kesslerundpartner.biz Sun Dec 7 07:06:20 2003 From: dka at kesslerundpartner.biz (Daniel Kleine-Albers) Date: Sun, 7 Dec 2003 13:06:20 +0100 Subject: [rt-users] I18N Error Message-ID: Hello List! I installed RT successfully and we're quite happy with it. We want to use RT in German and thus send the right browser headers or changing the language in user preferences. It works nice, but sometimes there ist the following or similar error: error: Can't locate object method "new" via package "RT::I18N::de" at /usr/local/lib/perl5/site_perl/5.8.2/Locale/Maketext.pm line 319. context: ... 315: { 316: next unless length $module_name; # sanity 317: next if $seen{$module_name}++ # Already been here, and it was no-go 318: || !&_try_use($module_name); # Try to use() it, but can't it. 319: return($module_name->new); # Make it! 320: } 321: 322: return undef; # Fail! 323: } ... code stack: /usr/local/lib/perl5/site_perl/5.8.2/Locale/Maketext.pm:319 g /usr/local/rt3/lib/RT/CurrentUser.pm:334 g /usr/local/rt3/lib/RT/CurrentUser.pm:347 g /usr/local/rt3/lib/RT/Interface/Web.pm:213 g /usr/local/rt3/share/html/index.html:24 g /usr/local/rt3/share/html/autohandler:189 g rt-test-dependencies says everythings fine. Could anybody tell me how to correct this or give any hint? (using google i couldn't find anything about this) Thanx for the reply, Daniel -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From dlbrett at zoominternet.net Sun Dec 7 09:47:40 2003 From: dlbrett at zoominternet.net (Don Brett) Date: Sun, 07 Dec 2003 09:47:40 -0500 Subject: [rt-users] RT with Postgres Message-ID: <3FD33D8C.29147E65@zoominternet.net> This is just a guess but I would look at the Makefile (in my case located at /usr/src/rt-3-0-7_01/Makefile) and check the db_type: DB_TYPE = mysql (I use mysql) Again, it's a guess, but I assume: $ perl sbin/rt-test-dependencies --with-postgresql --with-modperl1 (you did use the --install switch I assume) , just checks dependencies. To change the database type you would have done: ./configure --with-db-type=postgres In my case, I used: $ perl sbin/rt-test-dependencies --with-mysql --with-modperl1 --install make install make initialize-database I used all defaults so I didn't bother to re-configure. Good luck, Don From dlbrett at zoominternet.net Sun Dec 7 12:21:33 2003 From: dlbrett at zoominternet.net (Don Brett) Date: Sun, 07 Dec 2003 12:21:33 -0500 Subject: [rt-users] Url configuration questions References: <3FD0F20F.3CC8D034@zoominternet.net> <003a01c3bbf1$0c23efa0$78d96f83@starfruit> Message-ID: <3FD3619D.9929061B@zoominternet.net> Thanks Max, but that didn't seem to make much difference. Should the url be: http://pc-4, or http://pc-4:80, or http://192.168.0.4, or http://192.168.0.4:80, or http://pc-4.zoominternet.net, or http://pc-4.zoominternet.net:80, or ?? By the way, the httpd.conf settings are: ServerName pc-4 DocumentRoot /opt/rt3/share/html , does this have an impact on the $WebBaseURL settings? Thanks, suggestions appreciated. Don PS - http://192.168.0.4/NoAuth/images/rt.jpg - renders the image just fine. Max Bowsher wrote: > > Don Brett wrote: > > I have a new installation of Rt3 with a couple of outstanding problems. > > > > The RT logo at the top-left corner of the page doesn't display, and, the > > pages render extremely slowly. From the installation instructions it > > sounds like I don't have the url settings correct. But I'm pretty > > confused: > > > >> From RT_SiteConfig.pm : > > > > Set($WebBaseURL , "http://RT::pc-4.zoominternet.net:80"); > > - or, do I drop the "RT::" ? Or, is this altogether wrong?? > > It's just an URL. It's not surprising that your browser is being confused by > "RT::" wrongly inserted in the middle. You could, actually, drop the > explicit ":80" as well. > > Max. From dka at kesslerundpartner.biz Sun Dec 7 13:18:48 2003 From: dka at kesslerundpartner.biz (Daniel Kleine-Albers) Date: Sun, 7 Dec 2003 19:18:48 +0100 Subject: [rt-users] Url configuration questions In-Reply-To: <3FD3619D.9929061B@zoominternet.net> References: <3FD0F20F.3CC8D034@zoominternet.net> <003a01c3bbf1$0c23efa0$78d96f83@starfruit> <3FD3619D.9929061B@zoominternet.net> Message-ID: Probably all of your variations should work, but I would recommend using a FQDN, in your example this would be: http://pc-4.zoominternet.net (The port 80 isn't needed because it's the default port for http servers) Hope it helps, Daniel On 07.12.2003, at 18:21, Don Brett wrote: > Thanks Max, but that didn't seem to make much difference. Should the > url be: > > http://pc-4, or > http://pc-4:80, or > http://192.168.0.4, or > http://192.168.0.4:80, or > http://pc-4.zoominternet.net, or > http://pc-4.zoominternet.net:80, or > ?? > > By the way, the httpd.conf settings are: > > > ServerName pc-4 > DocumentRoot /opt/rt3/share/html > > > , does this have an impact on the $WebBaseURL settings? Thanks, > suggestions > appreciated. > Don > > PS - http://192.168.0.4/NoAuth/images/rt.jpg - renders the image just > fine. > > > > Max Bowsher wrote: >> >> Don Brett wrote: >>> I have a new installation of Rt3 with a couple of outstanding >>> problems. >>> >>> The RT logo at the top-left corner of the page doesn't display, and, >>> the >>> pages render extremely slowly. From the installation instructions it >>> sounds like I don't have the url settings correct. But I'm pretty >>> confused: >>> >>>> From RT_SiteConfig.pm : >>> >>> Set($WebBaseURL , "http://RT::pc-4.zoominternet.net:80"); >>> - or, do I drop the "RT::" ? Or, is this altogether wrong?? >> >> It's just an URL. It's not surprising that your browser is being >> confused by >> "RT::" wrongly inserted in the middle. You could, actually, drop the >> explicit ":80" as well. >> >> Max. > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From maxb at ukf.net Sun Dec 7 15:53:36 2003 From: maxb at ukf.net (Max Bowsher) Date: Sun, 7 Dec 2003 20:53:36 -0000 Subject: [rt-users] Url configuration questions References: <3FD0F20F.3CC8D034@zoominternet.net> <003a01c3bbf1$0c23efa0$78d96f83@starfruit> <3FD3619D.9929061B@zoominternet.net> Message-ID: <002d01c3bd04$562bdd60$78d96f83@starfruit> Don Brett wrote: > Thanks Max, but that didn't seem to make much difference. Should the > url be: > > http://pc-4, or > http://pc-4:80, or > http://192.168.0.4, or > http://192.168.0.4:80, or > http://pc-4.zoominternet.net, or > http://pc-4.zoominternet.net:80, or > ?? > > By the way, the httpd.conf settings are: > > > ServerName pc-4 > DocumentRoot /opt/rt3/share/html > > > , does this have an impact on the $WebBaseURL settings? Thanks, > suggestions > appreciated. > Don > > PS - http://192.168.0.4/NoAuth/images/rt.jpg - renders the image just > fine. OK. Then this should work: Set($WebPath , ""); Set($WebBaseURL , "http://192.168.0.4"); Set($WebURL , $WebBaseURL . $WebPath . "/"); Set($WebImagesURL , $WebURL . "NoAuth/images/"); Set($LogoURL , $WebImagesURL . "rt.jpg"); Max. From pdh at snapgear.com Sun Dec 7 17:01:48 2003 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 8 Dec 2003 08:01:48 +1000 Subject: [rt-users] How to include ticket # in ticket history In-Reply-To: <4.2.0.58.20031206112738.00af3e90@d.imap.itd.umich.edu> References: <4.2.0.58.20031206112738.00af3e90@d.imap.itd.umich.edu> Message-ID: <20031207220148.GA86130@dorfl.internal.moreton.com.au> Dan L. Ostrom wrote: > For example, when displaying the initial screen for a queues' tickets, you > can > then click on a single ticket and it is displayed on the next browser > screen that > appears. The problem is that the ticket # is not displayed anywhere in that > display. It's not displayed in any of the following places??? * browser title bar * top of the screen where the ticket subject is shown * in the "Basics" box * in the left-hand tab menu It's present in all of those locations in a stock-standard RT3 install... From dostrom at umich.edu Sun Dec 7 17:01:07 2003 From: dostrom at umich.edu (Dan L. Ostrom) Date: Sun, 07 Dec 2003 17:01:07 -0500 Subject: [rt-users] How to include ticket # in ticket history In-Reply-To: <20031207220148.GA86130@dorfl.internal.moreton.com.au> References: <4.2.0.58.20031206112738.00af3e90@d.imap.itd.umich.edu> <4.2.0.58.20031206112738.00af3e90@d.imap.itd.umich.edu> Message-ID: <4.2.0.58.20031207165913.02239158@d.imap.itd.umich.edu> Phil, Sorry, I was unclear in the original post. It is displayed in the places you mention, however, not in the History section. At 08:01 AM 12/8/2003, Phil Homewood wrote: >Dan L. Ostrom wrote: > > For example, when displaying the initial screen for a queues' tickets, you > > can > > then click on a single ticket and it is displayed on the next browser > > screen that > > appears. The problem is that the ticket # is not displayed anywhere in > that > > display. > >It's not displayed in any of the following places??? > >* browser title bar >* top of the screen where the ticket subject is shown >* in the "Basics" box >* in the left-hand tab menu > >It's present in all of those locations in a stock-standard RT3 install... >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm ############################################################ # Dan L. Ostrom | IT Contract Services # # Systems Administrator III | (734) 647-5664 (voice) # # University of Michigan | (734) 670-4001 pager) # # Ann Arbor Michigan | (734) 763-4050 (fax) # # 48109 | # ############################################################ From rt at anothy.9srv.net Sun Dec 7 20:03:08 2003 From: rt at anothy.9srv.net (Anthony Sorace) Date: Mon, 8 Dec 2003 01:03:08 +0000 Subject: [rt-users] Odd report for creation date Message-ID: <49233002-291A-11D8-8086-000A95DA79F6@anothy.9srv.net> Should I be worried about this? mysql> select Created from Queues; +---------------------+ | Created | +---------------------+ *')-+.-(- 11:94:88 | *')-+.-(- 11:94:88 | | M063-70-65 87:95:52 | | ?**.-*)-0. 58:15:04 | | ?690-32-20 84:65:92 | +---------------------+ 5 rows in set (0.01 sec) Huh? I'm really confused. The column type is reported as "datetime" but, well, I'm not aware of the above being any sort of valid datetime format. I've not looked for other issues in the db, thought I'd check if this was normal (or a known issue). From jesse at bestpractical.com Sun Dec 7 20:31:11 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 7 Dec 2003 20:31:11 -0500 Subject: [rt-users] Odd report for creation date In-Reply-To: <49233002-291A-11D8-8086-000A95DA79F6@anothy.9srv.net> References: <49233002-291A-11D8-8086-000A95DA79F6@anothy.9srv.net> Message-ID: <20031208013111.GT18918@fsck.com> On Mon, Dec 08, 2003 at 01:03:08AM +0000, Anthony Sorace wrote: > Should I be worried about this? Yes. That looks like pretty severe database corruption. > mysql> select Created from Queues; > +---------------------+ > | Created | > +---------------------+ > *')-+.-(- 11:94:88 | > *')-+.-(- 11:94:88 | > | M063-70-65 87:95:52 | > | ?**.-*)-0. 58:15:04 | > | ?690-32-20 84:65:92 | > +---------------------+ > 5 rows in set (0.01 sec) > > Huh? I'm really confused. The column type is reported as "datetime" > but, well, I'm not aware of the above being any sort of valid datetime > format. I've not looked for other issues in the db, thought I'd check > if this was normal (or a known issue). > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 ekiczek at wcfia.harvard.edu Sun Dec 7 20:54:07 2003 From: ekiczek at wcfia.harvard.edu (Ethan Kiczek) Date: Sun, 07 Dec 2003 20:54:07 -0500 Subject: [rt-users] (Newbie) database password question Message-ID: <3FD3D9BF.6070603@wcfia.harvard.edu> I have installed RT and am now trying to secure it better than my default install. My first task is to give the database a password. When I ran make initialize-database, and the script prompted me for a password, I gave it a blank password. I also didn't change $DatabasePassword in RT_SiteConfig.pm from the default 'rt_pass'. Can anyone tell me how to change these after install? I assume for the (inevitable) next time I install RT fresh, I'll just change both of these passwords to the same password, right? Are they referring to the same password? I am running the following configuration: RedHat 9 MySQL 3.2.3.54a-11 Apache1.3.29 mod_perl 1.29 RT 3.0.7.01 Thanks, Ethan -- ------------------------------------------------------------------------ Ethan Kiczek Information Technology Manager Weatherhead Center for International Affairs Email: ekiczek at wcfia.harvard.edu Web site: http://www.wcfia.harvard.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From midgard at garnetws.com Sun Dec 7 21:30:54 2003 From: midgard at garnetws.com (Miles Scruggs) Date: Sun, 7 Dec 2003 18:30:54 -0800 Subject: [rt-users] Custom scripts based on the email body In-Reply-To: <20030805160331.GP2089@sentex.net> Message-ID: <20031208023028.ABB8711139@pallas.eruditorum.org> How would I perform custom actions, such as resolving, changing ownership, etc of a ticket, based on the content of a ticket and the user? Basically I want to be able to change the status of a ticket or the owner from my mail program, without having to login to the web interface. I would like to just put some obcure code into the base, and have it check me against the user database, to make sure I was allowed to do it (status=resolved) (owner=newowner) How would I go about doing this? Miles Scruggs From dka at kesslerundpartner.biz Mon Dec 8 01:58:22 2003 From: dka at kesslerundpartner.biz (Daniel Kleine-Albers) Date: Mon, 8 Dec 2003 07:58:22 +0100 Subject: [rt-users] (Newbie) database password question In-Reply-To: <3FD3D9BF.6070603@wcfia.harvard.edu> References: <3FD3D9BF.6070603@wcfia.harvard.edu> Message-ID: Hello Ethan, install phpMyAdmin or use the mysql command line utility to change the password for the rt user. (Remember reloading the mysql server) Then change the password in RT_SiteConfig.pm and restart Apache. If you are also new to the mysql stuff, phpmyadmin is usually the more simple way. Hope it helps, Daniel On 08.12.2003, at 02:54, Ethan Kiczek wrote: > I have installed RT and am now trying to secure it better than my > default install. My first task is to give the database a password. > When I ran make initialize-database, and the script prompted me for a > password, I gave it a blank password. I also didn't change > $DatabasePassword in RT_SiteConfig.pm from the default 'rt_pass'. > > Can anyone tell me how to change these after install? I assume for the > (inevitable) next time I install RT fresh, I'll just change both of > these passwords to the same password, right? Are they referring to the > same password? > > I am running the following configuration: > > RedHat 9 > MySQL 3.2.3.54a-11 > Apache1.3.29 > mod_perl 1.29 > RT 3.0.7.01 > > Thanks, > > Ethan > > > -- > > Ethan Kiczek > Information Technology Manager > Weatherhead Center for International Affairs > Email:ekiczek at wcfia.harvard.edu > Web site:http://www.wcfia.harvard.edu > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From wash at wananchi.biz Mon Dec 8 02:34:18 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Mon, 8 Dec 2003 10:34:18 +0300 Subject: [rt-users] Average Reponse time on RT Message-ID: <20031208073418.GA19236@ns2.wananchi.com> Hello RTusers, We run 2.0.15 in production here, with the statistics package. RT is able to give stats on number of tickets in queues, by day, average time to resolution etc. I am now looking to see if we can also obtain stats for "Average Response Time"? . If there is a way we can obtain that information, this will greatly assist our folks in customer care in building information on our response time in all queues that is accurate. Your assistance will be highly appreciated on this. cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From hwagener at hamburg.fcb.com Mon Dec 8 03:43:59 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Mon, 8 Dec 2003 09:43:59 +0100 Subject: [rt-users] How to include ticket # in ticket history In-Reply-To: <4.2.0.58.20031207165913.02239158@d.imap.itd.umich.edu> References: <4.2.0.58.20031206112738.00af3e90@d.imap.itd.umich.edu> <4.2.0.58.20031206112738.00af3e90@d.imap.itd.umich.edu> <4.2.0.58.20031207165913.02239158@d.imap.itd.umich.edu> Message-ID: From hwagener at hamburg.fcb.com Mon Dec 8 03:54:50 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Mon, 8 Dec 2003 09:54:50 +0100 Subject: [rt-users] Average Reponse time on RT In-Reply-To: <20031208073418.GA19236@ns2.wananchi.com> References: <20031208073418.GA19236@ns2.wananchi.com> Message-ID: <2EC16EE7-295C-11D8-854B-003065DC18B8@hamburg.fcb.com> Am 08.12.2003 um 08:34 schrieb Odhiambo Washington: > Hello RTusers, > > We run 2.0.15 in production here, with the statistics package. > RT is able to give stats on number of tickets in queues, by day, > average time to resolution etc. > I am now looking to see if we can also obtain stats for "Average > Response > Time"? . If there is a way we can obtain that information, this will > greatly > assist our folks in customer care in building information on our > response > time in all queues that is accurate. > > Your assistance will be highly appreciated on this. > > The 'Time to Resolve (scatter graph)' might be a good start, although I don't know how to reliably find out the first non-automated, requestor-visible transaction for a given user. Also, at our site, we have some tickets that get resolved after a phone call, with no further entries in the database, not even change of ownership or somesuch. IIRC, it also contains a "BLOODY HACK" to recurse through a list of tickets, which certainly is inefficient and slow. Anybody more proficient with the DBIx::SearchBuilder care to take a look and see if this can be improved? Thanks, Harald From rt at anothy.9srv.net Mon Dec 8 05:16:36 2003 From: rt at anothy.9srv.net (Anthony Sorace) Date: Mon, 8 Dec 2003 10:16:36 +0000 Subject: [rt-users] Odd report for creation date In-Reply-To: <20031208013111.GT18918@fsck.com> References: <49233002-291A-11D8-8086-000A95DA79F6@anothy.9srv.net> <20031208013111.GT18918@fsck.com> Message-ID: <9B0F4854-2967-11D8-8086-000A95DA79F6@anothy.9srv.net> On Dec 8, 2003, at 1:31 AM, Jesse Vincent wrote: > > On Mon, Dec 08, 2003 at 01:03:08AM +0000, Anthony Sorace wrote: >> Should I be worried about this? > > Yes. That looks like pretty severe database corruption. Um, well, crap! Can anyone offer any hints where this error might have come from? We've seen no other database problems, have had no strange behavior in RT or other things that rely on the database (although that's not much right now, admittedly). No system crashes, panics, or other things that I'd normally expect to potentially cause such corruption. Has anyone else seen anything similar to this? Should I just patch the data and watch for it happening again? From dka at kesslerundpartner.biz Mon Dec 8 06:12:46 2003 From: dka at kesslerundpartner.biz (Daniel Kleine-Albers) Date: Mon, 8 Dec 2003 12:12:46 +0100 Subject: [rt-users] Re: I18N Error In-Reply-To: References: Message-ID: <73C465B8-296F-11D8-A70B-003065F8930E@kesslerundpartner.biz> I changed some options in httpd.conf and enabled mod_expires: # Force Reload without caching ExpiresActive on ExpiresDefault A0 Since then the problem didn't reappear. On 07.12.2003, at 13:06, Daniel Kleine-Albers wrote: > Hello List! > > I installed RT successfully and we're quite happy with it. We want to > use RT in German and thus send the right browser headers or changing > the language in user preferences. It works nice, but sometimes there > ist the following or similar error: > > error: Can't locate object method "new" via package "RT::I18N::de" > at /usr/local/lib/perl5/site_perl/5.8.2/Locale/Maketext.pm line 319. > > context: > ... > 315: { > 316: next unless length $module_name; # sanity > 317: next if $seen{$module_name}++ # Already been here, and it was > no-go > 318: || !&_try_use($module_name); # Try to use() it, but can't it. > 319: return($module_name->new); # Make it! > 320: } > 321: > 322: return undef; # Fail! > 323: } > ... > > code stack: > /usr/local/lib/perl5/site_perl/5.8.2/Locale/Maketext.pm:319 > g /usr/local/rt3/lib/RT/CurrentUser.pm:334 > g /usr/local/rt3/lib/RT/CurrentUser.pm:347 > g /usr/local/rt3/lib/RT/Interface/Web.pm:213 > g /usr/local/rt3/share/html/index.html:24 > g /usr/local/rt3/share/html/autohandler:189 > g > > > rt-test-dependencies says everythings fine. > > Could anybody tell me how to correct this or give any hint? (using > google i couldn't find anything about this) > > Thanx for the reply, > Daniel -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From khera at kcilink.com Mon Dec 8 10:00:28 2003 From: khera at kcilink.com (Vivek Khera) Date: Mon, 8 Dec 2003 10:00:28 -0500 Subject: [rt-users] RT using SSL In-Reply-To: References: <6.0.1.1.0.20031205143655.045b4a10@iwapps4.iwapps.com> Message-ID: <16340.37388.837289.7076@yertle.int.kciLink.com> >>>>> "BM" == Bill McGonigle writes: BM> Hi, Leon, BM> To the best of my knowledge you can't do virtualhosting with SSL. yes, you can. you cannot do *name-based* virtuals -- they must be IP-based as you've pointed out. You can mix and match name-based and IP based virtuals on the same httpd. From list+rt at joreybump.com Mon Dec 8 11:16:36 2003 From: list+rt at joreybump.com (Jorey Bump) Date: Mon, 08 Dec 2003 11:16:36 -0500 Subject: [rt-users] RT using SSL In-Reply-To: <16340.37388.837289.7076@yertle.int.kciLink.com> References: <6.0.1.1.0.20031205143655.045b4a10@iwapps4.iwapps.com> <16340.37388.837289.7076@yertle.int.kciLink.com> Message-ID: <3FD4A3E4.3040303@joreybump.com> Vivek Khera wrote: >>>>>>"BM" == Bill McGonigle writes: > > > BM> Hi, Leon, > BM> To the best of my knowledge you can't do virtualhosting with SSL. In fact, most SSL is done in a virtual host container (at least with apache, it is). > yes, you can. you cannot do *name-based* virtuals -- they must be > IP-based as you've pointed out. But don't interpret this to mean that you can have only one SSL host (or hostname) per IP address. Technically, the only difference between IP- and name-based hosts is that name-based hosts can share the same port on the same IP. It's up to the browser to ask the server for the right host, otherwise it will serve the default. This means that you can set up multiple SSL hosts on the same IP if they listen on different ports: https://www.example.com (listens on standard port 443) https://support.example.com:444 Both hostnames resolve to the same IP, but have their own virtual host container, so they are able to serve up their own certificates. Most people would want to use the nonstandard port for internal use only, such as with a trouble ticket system. ;) From girgen at pingpong.net Mon Dec 8 11:23:06 2003 From: girgen at pingpong.net (Palle Girgensohn) Date: Mon, 08 Dec 2003 17:23:06 +0100 Subject: [rt-users] latin <-> utf problem in rt-mailgate Message-ID: <1900000.1070900586@rambutan.pingpong.net> Hi! I just got this problem with an email sent to RT, one text part in the ISO-8859-1 charset, and two jpeg images. Problem is, both jpegs are corrupt and the text in the message is presented converted to utf-8 *twice* (i.e. four bytes, an ? is tranferred as "????"). See the attached image for info. Emails look the same, and only the text that was delivered to RT as an attachment (well, the text part on en email that had two images attached, really, but that is technically an attachment too...). In the database, the text is stored in the described (false) way, so this must be en error in mail gateway. Here is the tuple in the database. Perhaps the contenttype is bad? id | transactionid | parent | messageid | subject | filename | contenttype | contentencoding | content | headers | creator | created ---- 1571 | 1847 | 1570 | | | | text/plain | none | Aktivitetens logga (149x65) f??r lite fin luft omkring sig p?? Meny men under Lektion blir den intr??ngd i h??rnan. Det senare ser inget vidare ut. Har bara testat som L??rare. Se bifogade bilder. | content-type: text/plain; charset="utf-8"; format="flowed" Content-Transfer-Encoding: 8bit X-RT-Original-Encoding: ISO-8859-1 Content-Length: 485 | 51 | 2003-12-05 16:45:51 (1 row) If you need it, I can send you the original email as well. Setup: Perl 5.8.1, RT 3.0.7, postgresql-7.4, freebsd 4.9. /Palle -------------- next part -------------- A non-text attachment was scrubbed... Name: fel_klippt.png Type: image/png Size: 9621 bytes Desc: not available URL: From leon at iwa-solutions.com Mon Dec 8 11:31:48 2003 From: leon at iwa-solutions.com (Leon Sonntag) Date: Mon, 08 Dec 2003 09:31:48 -0700 Subject: [rt-users] RT using SSL In-Reply-To: <3FD4A3E4.3040303@joreybump.com> References: <6.0.1.1.0.20031205143655.045b4a10@iwapps4.iwapps.com> <16340.37388.837289.7076@yertle.int.kciLink.com> <3FD4A3E4.3040303@joreybump.com> Message-ID: <6.0.1.1.0.20031208092629.03e74260@iwapps4.iwapps.com> At 09:16 AM 12/8/03, Jorey Bump wrote: >Vivek Khera wrote: > >>>>>>>"BM" == Bill McGonigle writes: >> >>BM> Hi, Leon, >>BM> To the best of my knowledge you can't do virtualhosting with SSL. > >In fact, most SSL is done in a virtual host container (at least with >apache, it is). > >>yes, you can. you cannot do *name-based* virtuals -- they must be >>IP-based as you've pointed out. Did not realize that...THNX >But don't interpret this to mean that you can have only one SSL host (or >hostname) per IP address. Technically, the only difference between IP- and >name-based hosts is that name-based hosts can share the same port on the >same IP. It's up to the browser to ask the server for the right host, >otherwise it will serve the default. > >This means that you can set up multiple SSL hosts on the same IP if they >listen on different ports: > > https://www.example.com (listens on standard port 443) > https://support.example.com:444 > >Both hostnames resolve to the same IP, but have their own virtual host >container, so they are able to serve up their own certificates. Most >people would want to use the nonstandard port for internal use only, such >as with a trouble ticket system. ;) Now that I think about it, that bears out. We have another system that multiple SSL servers on it. I think I have some other issues too though be cause the SSL servers starts and serves pages but only serves the default page. I only have the one SSL server on that APACHE server. I will make sure that the virtual SSL is setup as IP based rather than name based though. >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm Most anything is easy after you've done it successfully a few times Leon Sonntag Innovative Web Applications leon at iwa-solutions dot com From jesse at bestpractical.com Mon Dec 8 11:35:14 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 8 Dec 2003 11:35:14 -0500 Subject: [rt-users] Odd report for creation date In-Reply-To: <9B0F4854-2967-11D8-8086-000A95DA79F6@anothy.9srv.net> References: <49233002-291A-11D8-8086-000A95DA79F6@anothy.9srv.net> <20031208013111.GT18918@fsck.com> <9B0F4854-2967-11D8-8086-000A95DA79F6@anothy.9srv.net> Message-ID: <20031208163514.GB18918@fsck.com> On Mon, Dec 08, 2003 at 10:16:36AM +0000, Anthony Sorace wrote: > > Um, well, crap! > > Can anyone offer any hints where this error might have come from? We've > seen no other database problems, have had no strange behavior in RT or > other things that rely on the database (although that's not much right > now, admittedly). No system crashes, panics, or other things that I'd > normally expect to potentially cause such corruption. Has anyone else > seen anything similar to this? It could be a bug in Mysql. I'd recommend running their recovery tools, and making sure that: 1) you're current on mysql 2) you keep frequent backups of the database 3) you keep mysql's transaction logs since your last database backup > Should I just patch the data and watch for it happening 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 > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From Gary.Holmes at SurfControl.com Mon Dec 8 11:31:40 2003 From: Gary.Holmes at SurfControl.com (Gary Holmes) Date: Mon, 8 Dec 2003 16:31:40 -0000 Subject: [rt-users] RT3 on SuSE 9 Message-ID: Has anyone experience with RT3 on SuSE 9? (We've given up on RH9, as have RedHat :-) We're getting responses from Apache, but they are the raw source - implying a Mason problem. I've had to recompile Apache 1.3 and mod_perl - to avoid using the latter as a DSO. The only obvious problem I've having is with Apache::Request - libapreq 1.3 compiles but no tests run. 1.2 compiles, but fails all tests. Needless to say, RT does not start. We've RT2 running on RH7.2 and have had RT3 running on RH9, so we've some experience, but so far no joy on SuSE. Spattering of config details attached. Thx, G BTW - why does RT show perl 5.8.0 found when the system has 5.8.1 installed - and no other? perl: 5.8.0...found CLI dependencies: Getopt::Long 2.24...found CORE dependencies: Digest::MD5 2.27...found DBI 1.37...found Test::Inline ...found Class::ReturnValue 0.40...found DBIx::SearchBuilder 0.94...found Text::Template ...found File::Spec 0.8...found HTML::Entities ...found Net::Domain ...found Log::Dispatch 2.0...found Locale::Maketext 1.06...found Locale::Maketext::Lexicon 0.32...found Locale::Maketext::Fuzzy ...found MIME::Entity 5.108...found Mail::Mailer 1.57...found Net::SMTP ...found Text::Wrapper ...found Time::ParseDate ...found File::Temp ...found Term::ReadKey ...found Text::Autoformat ...found Text::Quoted 1.3...found Scalar::Util ...found MAILGATE dependencies: HTML::TreeBuilder ...found HTML::FormatText ...found Getopt::Long ...found LWP::UserAgent ...found DEV dependencies: Regexp::Common ...found Time::HiRes ...found Test::Inline ...found WWW::Mechanize ...found MASON dependencies: Params::Validate 0.02...found Cache::Cache ...found Exception::Class ...found HTML::Mason 1.16...found MLDBM ...found Errno ...found FreezeThaw ...found Digest::MD5 2.27...found CGI::Cookie 1.20...found Storable 2.08...found Apache::Session 1.53...found MYSQL dependencies: DBD::mysql 2.1018...found MODPERL1 dependencies: CGI ...found Apache::Request ...found Apache::DBI 0.92...found myhost:~/rt-3-0-7_01 # /usr/local/apache/bin/httpd -v Server version: Apache/1.3.29 (Unix) Server built: Dec 3 2003 16:16:57 myhost:~/rt-3-0-7_01 # /usr/local/apache/bin/httpd -l Compiled-in modules: http_core.c mod_so.c mod_perl.c suexec: disabled; invalid wrapper /usr/local/apache/bin/suexec myhost:~/rt-3-0-7_01 # rpm -qa | grep mysql mysql-client-4.0.15-13 mysql-4.0.15-13 mysql-devel-4.0.15-13 mysql-shared-4.0.15-13 myhost:~/rt-3-0-7_01 # Apache config: NameVirtualHost * # # VirtualHost example: # Almost any Apache directive may go into a VirtualHost container. # The first VirtualHost section is used for requests without a known # server name. # DocumentRoot /usr/local/apache/htdocs ServerName xxxx.xx.com ServerAlias myhost localhost ServerName rt3.xxx.com ServerAlias rt3 DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl # this section applies to Apache 1 only SetHandler perl-script PerlHandler RT::Mason Get the latest news on SurfControl and our products, subscribe to our monthly e-newsletter, SurfAdvisory at: http://www.surfcontrol.com/resources/surfadvisory/surfadvisory_signup.aspx ********************************************************************* 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. ********************************************************************* From jalgermissen at topicmapping.com Mon Dec 8 11:47:06 2003 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Mon, 08 Dec 2003 17:47:06 +0100 Subject: [rt-users] RT3 on SuSE 9 References: Message-ID: <3FD4AB0A.2EBCFBCE@topicmapping.com> Gary Holmes wrote: > > Has anyone experience with RT3 on SuSE 9? I installed RT3 on a fresh SuSE 9 about 4 weeks ago and had no problems at all. (We've given up on RH9, as have > RedHat :-) We're getting responses from Apache, but they are the raw source > - implying a Mason problem. > > I've had to recompile Apache 1.3 and mod_perl - to avoid using the latter as > a DSO. The only obvious problem I've having is with Apache::Request - > libapreq 1.3 compiles but no tests run. 1.2 compiles, but fails all tests. Can you provide any log messages from make test? Jan > Needless to say, RT does not start. > > We've RT2 running on RH7.2 and have had RT3 running on RH9, so we've some > experience, but so far no joy on SuSE. > > Spattering of config details attached. > > Thx, > G > > BTW - why does RT show perl 5.8.0 found when the system has 5.8.1 installed > - and no other? > > perl: > 5.8.0...found > CLI dependencies: > Getopt::Long 2.24...found > CORE dependencies: > Digest::MD5 2.27...found > DBI 1.37...found > Test::Inline ...found > Class::ReturnValue 0.40...found > DBIx::SearchBuilder 0.94...found > Text::Template ...found > File::Spec 0.8...found > HTML::Entities ...found > Net::Domain ...found > Log::Dispatch 2.0...found > Locale::Maketext 1.06...found > Locale::Maketext::Lexicon 0.32...found > Locale::Maketext::Fuzzy ...found > MIME::Entity 5.108...found > Mail::Mailer 1.57...found > Net::SMTP ...found > Text::Wrapper ...found > Time::ParseDate ...found > File::Temp ...found > Term::ReadKey ...found > Text::Autoformat ...found > Text::Quoted 1.3...found > Scalar::Util ...found > MAILGATE dependencies: > HTML::TreeBuilder ...found > HTML::FormatText ...found > Getopt::Long ...found > LWP::UserAgent ...found > DEV dependencies: > Regexp::Common ...found > Time::HiRes ...found > Test::Inline ...found > WWW::Mechanize ...found > MASON dependencies: > Params::Validate 0.02...found > Cache::Cache ...found > Exception::Class ...found > HTML::Mason 1.16...found > MLDBM ...found > Errno ...found > FreezeThaw ...found > Digest::MD5 2.27...found > CGI::Cookie 1.20...found > Storable 2.08...found > Apache::Session 1.53...found > MYSQL dependencies: > DBD::mysql 2.1018...found > MODPERL1 dependencies: > CGI ...found > Apache::Request ...found > Apache::DBI 0.92...found > > myhost:~/rt-3-0-7_01 # /usr/local/apache/bin/httpd -v > Server version: Apache/1.3.29 (Unix) > Server built: Dec 3 2003 16:16:57 > myhost:~/rt-3-0-7_01 # /usr/local/apache/bin/httpd -l > Compiled-in modules: > http_core.c > mod_so.c > mod_perl.c > suexec: disabled; invalid wrapper /usr/local/apache/bin/suexec > myhost:~/rt-3-0-7_01 # rpm -qa | grep mysql > mysql-client-4.0.15-13 > mysql-4.0.15-13 > mysql-devel-4.0.15-13 > mysql-shared-4.0.15-13 > myhost:~/rt-3-0-7_01 # > > Apache config: > > NameVirtualHost * > > > # > # VirtualHost example: > # Almost any Apache directive may go into a VirtualHost container. > # The first VirtualHost section is used for requests without a known > # server name. > # > > DocumentRoot /usr/local/apache/htdocs > ServerName xxxx.xx.com > ServerAlias myhost localhost > > > > > ServerName rt3.xxx.com > ServerAlias rt3 > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > > > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > # this section applies to Apache 1 only > > SetHandler perl-script > PerlHandler RT::Mason > > > > Get the latest news on SurfControl and our products, > subscribe to our monthly e-newsletter, SurfAdvisory at: > http://www.surfcontrol.com/resources/surfadvisory/surfadvisory_signup.aspx > > ********************************************************************* > 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 -- Jan Algermissen http://www.topicmapping.com Consultant & Programmer http://www.gooseworks.org From list+rt at joreybump.com Mon Dec 8 11:49:40 2003 From: list+rt at joreybump.com (Jorey Bump) Date: Mon, 08 Dec 2003 11:49:40 -0500 Subject: [rt-users] RT3 on SuSE 9 In-Reply-To: References: Message-ID: <3FD4ABA4.70709@joreybump.com> Gary Holmes wrote: > I've had to recompile Apache 1.3 and mod_perl - to avoid using the latter as > a DSO. The only obvious problem I've having is with Apache::Request - > libapreq 1.3 compiles but no tests run. 1.2 compiles, but fails all tests. > Needless to say, RT does not start. You need to run the tests as an unprivileged user, then do "make install" as root. If you want to take your chances, force the install. I prefer to run the tests, myself, especially if apache was compiled from source. The last time I installed HTML::Mason the tests always failed, due to a change in a dependency. I forced the install on that, and haven't had any problems (it was the last module I needed for RT). From erik-spigle at mihlfeld.com Mon Dec 8 12:08:05 2003 From: erik-spigle at mihlfeld.com (Erik Spigle) Date: Mon, 8 Dec 2003 11:08:05 -0600 Subject: [rt-users] Active Directory authentication (and LDAP stuff) Message-ID: <13A9DD1B2B89B741B0C3EFDA58131F870FBD42@utah.mihlfeld.com> I have been searching through the list archives and trying to find more details on how exactly to make RT3 authenticate against our AD on our Windows 2000 domain. I have found some good information, such as here: http://lists.fsck.com/pipermail/rt-users/2003-July/015262.html and here: http://lists.fsck.com/pipermail/rt-users/2003-June/014988.html but I'm still not sure where to begin. I will start with saying that I have no experience whatsoever w/LDAP (which I assume I need to use) and integrating apache with LDAP / AD. I see some information on the lists about some apache settings to authenticate externally, as well as the RT_SiteConfig option to make sure authentication is external, but a lot of the information is jibberish to me. Stuff like this makes no sense: AuthType Basic AuthName "Request Tracker" # sAMAccountName is the first.last style user name AuthLDAPURL = "ldap://my.ldap/dc=3Dmydomain,dc=3Dcom?sAMAccountName" # need this account and setting because Active Directory # does not allow anonymous binding by default AuthLDAPBindDN "dummy.user at mydomain.com" AuthLDAPBindPassword "asdfg" AuthLDAPAuthoritative off require valid-user and some of the other stuff I found in that first link mentioned here. Is there some good RT3 / Active Directory HOWTO out there? Am I going to have to first thoroughly learn how LDAP works? I'm tying to avoid having to manually enter in about 75+ users into RT3. We are going to use the SelfService part of RT3 for users to fill out requests, and it would be VERY handy if we could just keep authentication in sync w/our AD. Any help pointing me where to even being would be MUCH appreciated. I am kindof on a time critical schedule with this and may have to just roll w/internal RT3 authenticaion anyway as I know that works and this thing is going to have to roll out soon this week. I'll continue trying to make sense of some examples and information I see in the list archives. Thanks! From rt at musefoundry.com Mon Dec 8 12:14:33 2003 From: rt at musefoundry.com (AJ) Date: Mon, 8 Dec 2003 12:14:33 -0500 Subject: [rt-users] Max performance suggestions on slow hardware? In-Reply-To: Message-ID: Also pay close attention to mysql's memory usage. On linux mysql spawns a child mysqld process for every connection. A good place to look is in the /support_files and there are several example cnf files. If you have a box with little memory, consider the my-small.cnf Also lowering the connection timeouts can help as well. A.J. -----Original Message----- From: rt-users-bounces at lists.fsck.com [mailto:rt-users-bounces at lists.fsck.com] On Behalf Of Jesse Vincent Sent: Thursday, December 04, 2003 2:58 PM To: Tremaine Lea Cc: 'rt-users at lists.fsck.com' Subject: Re: [rt-users] Max performance suggestions on slow hardware? On Thu, Dec 04, 2003 at 12:50:36PM -0700, Tremaine Lea wrote: > > Hi there Michael, > > I've discovered in my brief introduction to RT/IR thus far that is > definitely a RAM intensive process. I have an odd little frankenbox I was > testing it on that is a P4 2.4 GHz with a mere 256 megs of ram. In > forwarding 300 email to it in relatively quick succession, both apache-ssl > and mysql keeled over horribly due to a lack of memory. The processor > itself rarely came under any significant load at all even with multiple > rt-mailgate/apache-ssl/mysql child processes. IT would probably pay to reduce the number of concurrent apache processes in low memory situations. Also, it's worth making sure your MTA knows not to fork off delivery processes if load is skyrocketing. -- 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 ah3 at mlz.us Mon Dec 8 12:16:48 2003 From: ah3 at mlz.us (Andy Harrison) Date: Mon, 08 Dec 2003 12:16:48 -0500 Subject: [rt-users] Custom Ticket Creation Form Message-ID: <20031208121648.73cbfe48.ah3@mlz.us> I've created a custom form for ticket creation in a specific queue. I wanted some specific information to be displayed and some related instructions, that sort of thing. What I'd like is to make a link indicating "Description of Choices" which pops up a window displaying all of the clicked Custom Field's values and the description text of each possible value. Could anyone help? I have not reinvented the wheel entirely, I used the original index.html and simply renamed it and put the modified version in the local directory tree, as well as modified versions of the EditCustomField and EditCustomFields elements. Then I added a new section in the main menu sidebar to access it. So all of the RT modules are available to my new form, I'm just not sure how to do it. -- Andy Harrison Great Works Internet System Operations (full headers for details) From dlbrett at zoominternet.net Mon Dec 8 13:06:55 2003 From: dlbrett at zoominternet.net (Don Brett) Date: Mon, 08 Dec 2003 13:06:55 -0500 Subject: [rt-users] Url configuration questions Message-ID: <3FD4BDBF.F72951BD@zoominternet.net> Thanks for the suggestions, that one seems to work. Only one problem. I thought that rt.jpg should be displayed in the top-left corner. It uses bplogo.gif. What's with that?? Thanks again, Don From blackd at LesConcierges.com Mon Dec 8 13:09:35 2003 From: blackd at LesConcierges.com (Devon Black) Date: Mon, 8 Dec 2003 10:09:35 -0800 Subject: [rt-users] using mailgate on windows Message-ID: <4827EC174AF9D311914F00D0B74775A3031C7C12@lesmail.lesconcierges.com> thanks for the response. Yes, I saw the pop3gate and mailgate, I wasn't sure how either one was supposed get executed. Ill take a closer look - maybe I'll take a stab at it. _db Devon Black LesConcierges Technical Support helpdesk at lesconcierges.com [routine support issues] crisis at lesconcierges.com [emergency support only] (415) 291-1165 x6106 -----Original Message----- From: Autrijus Tang [mailto:autrijus at autrijus.org] Sent: Thursday, December 04, 2003 8:27 AM To: Devon Black Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] using mailgate on windows On Thu, Dec 04, 2003 at 08:17:12AM -0800, Devon Black wrote: > Does any one have any experience using mailgate or the pop mailgate on a > windows 2000 system? It seems like I have eveything else working fine so > far, web interface and all, but I don't know how to set up rt to get mail. I have an unfinished prototype in: rt/bin/rt-pop3gate that is supposed to be a background process that pulls from a POP3 account and relay everything to the mailgate. I think I've got most of it finished, but it's untested, and everything is hardcoded, so if somebody is willing to work on it more, it'd be appreciated. Thanks, /Autrijus/ From jschubert at linearcorp.com Mon Dec 8 05:14:45 2003 From: jschubert at linearcorp.com (John Schubert) Date: 08 Dec 2003 10:14:45 +0000 Subject: [rt-users] Custom Ticket Creation Form In-Reply-To: <20031208121648.73cbfe48.ah3@mlz.us> References: <20031208121648.73cbfe48.ah3@mlz.us> Message-ID: <1070878485.2395.76.camel@localhost.localdomain> On Mon, 2003-12-08 at 17:16, Andy Harrison wrote: > a link indicating "Description of Choices" which pops up a window displaying all of the clicked Custom Field's values and the description text of each possible value. Could anyone help? Just as a thought to save a whole slew of links, how about using the "alt" tags for an ? image. Meaning, put a GIF or JPG with a question mark, and using alt tags for the While experimenting, I ran: ./configure --with-db-type=mysql (I know it's the default, I was experimenting) make install make initialize-database Somewhere during "make initialize-database" the root password for mysql got changed to blank (after the rt database was created and before finishing). I un-installed and re-installed mysql (twice), had to run the cpan installations again, and re-installed rt3 before I figured it out (took several hours). I ended up using: ./configure --with-rt-group=rt --with-db-type=mysql --with-db-dba=root --with-db-rt-user=rt_user --with-db-rt-pass=rt_pass --with-web-user=nobody --with-web-group=nobody , to get it back again. Hope this helps if you land where I did!! Don From sean.perry at intransa.com Mon Dec 8 14:13:54 2003 From: sean.perry at intransa.com (Sean Perry) Date: Mon, 08 Dec 2003 11:13:54 -0800 Subject: [rt-users] Active Directory authentication (and LDAP stuff) In-Reply-To: <13A9DD1B2B89B741B0C3EFDA58131F870FBD42@utah.mihlfeld.com> References: <13A9DD1B2B89B741B0C3EFDA58131F870FBD42@utah.mihlfeld.com> Message-ID: <3FD4CD72.4090709@intransa.com> Erik Spigle wrote: > I have been searching through the list archives and trying to find more details on how exactly to make RT3 authenticate > against our AD on our Windows 2000 domain. I have found some good information, such as here: > http://lists.fsck.com/pipermail/rt-users/2003-July/015262.html and here: > http://lists.fsck.com/pipermail/rt-users/2003-June/014988.html but I'm still not sure where to begin. > I will start with saying that I have no experience whatsoever w/LDAP (which I assume I need to use) and > integrating apache with LDAP / AD. I see some information on the lists about some apache settings to > authenticate externally, as well as the RT_SiteConfig option to make sure authentication is external, but > a lot of the information is jibberish to me. Stuff like this makes no sense: > > > AuthType Basic > AuthName "Request Tracker" > # sAMAccountName is the first.last style user name > AuthLDAPURL = "ldap://my.ldap/dc=3Dmydomain,dc=3Dcom?sAMAccountName" > # need this account and setting because Active Directory > # does not allow anonymous binding by default > AuthLDAPBindDN "dummy.user at mydomain.com" > AuthLDAPBindPassword "asdfg" > AuthLDAPAuthoritative off > require valid-user > > go to apache's website, look at auth_ldap's documentation. The options are explained there. I can explain why a few of them are there though. The BindDN and Password are there because for LDAP to search the AD it must first bind to the AD. This is because AD by default does not allow anonymous viewing/searching. So I created an account called 'ad.access' in keeping with our blah.blah naming scheme with a password of 'asdfg'. So what happens is LDAP binds as ad.access, looks for whatever the user said their name was, if that works it then tries to re-bind with the new user name and password. If this binding works the user is authenticated, otherwise they fail. The LDAP URL is pretty easy to recreate. Replace dc=mydomain,dc=com with whatever your sites domain is. So if you log into EXAMPLE.COM you use dc=example,dc=com. The part after the question mark is the field you search on. In AD the user's account name is stored in sAMAccountName. Hope that helps. Oh yeah, my comment about autohandler. So once the user is authenticated by apache the information is passed on to RT. RT wants users to exist in the database. So what happens is autohandler runs a function to acquire the user's info from LDAP (AD) and uses it to generate a user in the DB. 3.0.7 added support for this natively, we were hacking it into autohandler before. > and some of the other stuff I found in that first link mentioned here. Is there some good RT3 / Active > Directory HOWTO out there? Am I going to have to first thoroughly learn how LDAP works? I'm tying to > avoid having to manually enter in about 75+ users into RT3. We are going to use the SelfService part > of RT3 for users to fill out requests, and it would be VERY handy if we could just keep authentication > in sync w/our AD. > I found very little about AD and apache online. Most of it is in the thread you found my post in. > Any help pointing me where to even being would be MUCH appreciated. I am kindof on a time critical > schedule with this and may have to just roll w/internal RT3 authenticaion anyway as I know that works > and this thing is going to have to roll out soon this week. I'll continue trying to make sense of some > examples and information I see in the list archives. > From jari at utu.fi Mon Dec 8 15:14:21 2003 From: jari at utu.fi (Jari Lehtonen) Date: Mon, 08 Dec 2003 22:14:21 +0200 Subject: [rt-users] Accented characters problem In-Reply-To: <20031205221831.GL18918@fsck.com> References: <3FD0C894.6090903@rnp.br> <20031205221831.GL18918@fsck.com> Message-ID: <2147483647.1070921661@[192.168.0.10]> On perjantai 5. joulukuu 2003 17:18 -0500 Jesse Vincent wrote: > Er, if they're OK in the web interface, what do you mean by "Body of the > ticket"? Also, When reporting bugs in RT, it's useful for you to report > what version of RT you've found the bugs in. He probably means something like this: That is, in an email message sent in iso-8859-1 character set, with 8bit content-transfer-encoding, accented characters are garbled. In this case, on the first line of email body (starting "Hei Jari ..."), there's supposed to be an ? (ä) and an ? (ö) instead of what seems to be those characters after they've been converted to UTF-8. In my case this happened almost constantly with Perl 5.8.2, RT 3.0.7_01, and FreeBSD 5.1-RELEASE. When I downgraded Perl to 5.8.1, it doesn't happen nearly as often. One thing I noticed today is that emails where this does happen, have been sent via a Postfix server. My RT is patched with your change concerning lib/RT/Interface/Web.pm (email to list and Ronny Pettersen on Nov 21st), but I don't think that affects anything, since the emails RT sends out to admincc's also have the garbled characters. -- Jari Lehtonen Unix & Network Services University of Turku, Computing Center From rt-user at balonis.com Mon Dec 8 16:05:22 2003 From: rt-user at balonis.com (Frank Balonis) Date: Mon, 8 Dec 2003 16:05:22 -0500 Subject: [rt-users] Mailgate errors RT 3 In-Reply-To: <3FD23631.6010101@yahoo.com.br> References: <3FD23140.2090800@yahoo.com.br> <3FD23631.6010101@yahoo.com.br> Message-ID: <20031208210522.GA11948@patrick.balonis.com> Thanks for the advice. I thought I had done that in my troubleshooting but looking back at the history I had downgraded just about everything but RT. Downgraded the package and it works just fine now. Thanks again. Frank * Mauro Carvalho Chehab [2003-12-06 18:04:01 -0200]: > Just complementing, returning back to the old rt 3.0.4 install (keeping > new perl and perl packages and new mysql indexes) did work. > > Mauro Carvalho Chehab wrote: > > >I'm receiving the same error message after an upgrade. > > > >The prevous version was rt 3.0.4, with perl 5.8.0. The packages are > >from the time rt 3.0.4 was released. > >I've upgraded to rt 3.0.7_01 and also upgraded perl to 5.8.2. All > >required perl packages are at the latest version. > > > >I've still seeking for a solution. > > > >> What I didn't recognize yesterday is that I was recieving a full > >HTML encoded error. The error looked like this when displayed in a > >browser: > >> > >> error: Can't use string ("SessionType") as a HASH ref while > >"strict refs" in use at /usr/share/perl5/RT/Interface/Email.pm line 406. > >> context: > ... > 402: > 403: sub Gateway { > >> 404: my $argsref = shift; > >> 405: > 406: my %args = %$argsref; > >> 407: > 408: # Set some reasonable defaults > >> 409: $args{'action'} = 'correspond' unless ( $args{'action'} ); > >> 410: $args{'queue'} = '1' unless ( $args{'queue'} ); > >> ... > code stack: /usr/share/perl5/RT/Interface/Email.pm:406 > >> /usr/share/request-tracker3/html/REST/1.0/NoAuth/mail-gateway:32 > >> raw error > >> > >> Thanks, > >> > >> Frank Balonis > > > >_______________________________________________ > >rt-users mailing list > >rt-users at lists.fsck.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 joseph85750 at yahoo.com Mon Dec 8 16:08:21 2003 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Mon, 8 Dec 2003 13:08:21 -0800 (PST) Subject: [rt-users] Custom scripts based on the email body In-Reply-To: <20031208023028.ABB8711139@pallas.eruditorum.org> Message-ID: <20031208210821.70071.qmail@web13123.mail.yahoo.com> Not sure how others would handle it, but I'd use (again) my perl filter. Basically my filter replaces the rt aliases in /etc/aliases with something like: general: "|/home/gman/scripts/filter.pl" Then within filter.pl I search for certain content. If I think it's spam, I just drop it. If, in your example, I see certain keywords in the body, I could just pass it to a queue with a particular action: open (PIPE, "|/opt/rt2/bin/rt-mailgate --queue general --action resolve"); print PIPE @message; close PIPE; If you'd like a copy of the filter, let me know and I'll send you a copy. --- Miles Scruggs wrote: > How would I perform custom actions, such as > resolving, changing ownership, > etc of a ticket, based on the content of a ticket > and the user? > > Basically I want to be able to change the status of > a ticket or the owner > from my mail program, without having to login to the > web interface. > > I would like to just put some obcure code into the > base, and have it check > me against the user database, to make sure I was > allowed to do it > (status=resolved) (owner=newowner) > > How would I go about doing this? > > Miles Scruggs > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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'm the Commander, see ... I do not need to explain why I say things. That's the interesting thing about being the President ... [I] don't feel like I owe anybody an explanation." -- President George W. Bush to the National Security Council __________________________________ Do you Yahoo!? Free Pop-Up Blocker - Get it now http://companion.yahoo.com/ From rick.rezinas at qsent.com Mon Dec 8 16:12:57 2003 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Mon, 8 Dec 2003 13:12:57 -0800 Subject: [rt-users] Custom scripts based on the email body In-Reply-To: <20031208210821.70071.qmail@web13123.mail.yahoo.com> References: <20031208023028.ABB8711139@pallas.eruditorum.org> <20031208210821.70071.qmail@web13123.mail.yahoo.com> Message-ID: <20031208211257.GK11023@yeti.qsent.com> haven't tried this yet, but check this out: http://lists.fsck.com/pipermail/rt-users/2003-January/011843.html rick On Mon, 08 Dec 2003, Joseph Spenner wrote: > Not sure how others would handle it, but I'd use > (again) my perl filter. > Basically my filter replaces the rt aliases in > /etc/aliases with something like: > > general: "|/home/gman/scripts/filter.pl" > > Then within filter.pl I search for certain content. > If I think it's spam, I just drop it. If, in your > example, I see certain keywords in the body, I could > just pass it to a queue with a particular action: > > open (PIPE, "|/opt/rt2/bin/rt-mailgate --queue general > --action resolve"); > print PIPE @message; > close PIPE; > > If you'd like a copy of the filter, let me know and > I'll send you a copy. > > > --- Miles Scruggs wrote: > > How would I perform custom actions, such as > > resolving, changing ownership, > > etc of a ticket, based on the content of a ticket > > and the user? > > > > Basically I want to be able to change the status of > > a ticket or the owner > > from my mail program, without having to login to the > > web interface. > > > > I would like to just put some obcure code into the > > base, and have it check > > me against the user database, to make sure I was > > allowed to do it > > (status=resolved) (owner=newowner) > > > > How would I go about doing this? > > > > Miles Scruggs > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.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'm the Commander, see ... I do not need to explain why I say things. That's the interesting thing about being the President ... [I] don't feel like I owe anybody an explanation." -- President George W. Bush to the National Security Council > > __________________________________ > Do you Yahoo!? > Free Pop-Up Blocker - Get it now > http://companion.yahoo.com/ > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Rick Rezinas 503-889-7091 Unix Systems Administrator Qsent, Inc. When Gladstone was British Prime Minister he visited Michael Faraday's laboratory and asked if some esoteric substance called `Electricity' would ever have practical significance. "One day, sir, you will tax it," was the answer. -- Science, 1994 From rick.rezinas at qsent.com Mon Dec 8 16:21:51 2003 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Mon, 8 Dec 2003 13:21:51 -0800 Subject: [rt-users] Custom scripts based on the email body In-Reply-To: <20031208211257.GK11023@yeti.qsent.com> References: <20031208023028.ABB8711139@pallas.eruditorum.org> <20031208210821.70071.qmail@web13123.mail.yahoo.com> <20031208211257.GK11023@yeti.qsent.com> Message-ID: <20031208212151.GL11023@yeti.qsent.com> sorry...realized after sending that that's an rt2 enhancement. On Mon, 08 Dec 2003, Rick Rezinas wrote: > haven't tried this yet, but check this out: > > http://lists.fsck.com/pipermail/rt-users/2003-January/011843.html > > rick > > On Mon, 08 Dec 2003, Joseph Spenner wrote: > > > Not sure how others would handle it, but I'd use > > (again) my perl filter. > > Basically my filter replaces the rt aliases in > > /etc/aliases with something like: > > > > general: "|/home/gman/scripts/filter.pl" > > > > Then within filter.pl I search for certain content. > > If I think it's spam, I just drop it. If, in your > > example, I see certain keywords in the body, I could > > just pass it to a queue with a particular action: > > > > open (PIPE, "|/opt/rt2/bin/rt-mailgate --queue general > > --action resolve"); > > print PIPE @message; > > close PIPE; > > > > If you'd like a copy of the filter, let me know and > > I'll send you a copy. > > > > > > --- Miles Scruggs wrote: > > > How would I perform custom actions, such as > > > resolving, changing ownership, > > > etc of a ticket, based on the content of a ticket > > > and the user? > > > > > > Basically I want to be able to change the status of > > > a ticket or the owner > > > from my mail program, without having to login to the > > > web interface. > > > > > > I would like to just put some obcure code into the > > > base, and have it check > > > me against the user database, to make sure I was > > > allowed to do it > > > (status=resolved) (owner=newowner) > > > > > > How would I go about doing this? > > > > > > Miles Scruggs > > > > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.fsck.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'm the Commander, see ... I do not need to explain why I say things. That's the interesting thing about being the President ... [I] don't feel like I owe anybody an explanation." -- President George W. Bush to the National Security Council > > > > __________________________________ > > Do you Yahoo!? > > Free Pop-Up Blocker - Get it now > > http://companion.yahoo.com/ > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > -- > > > When Gladstone was British Prime Minister he visited Michael Faraday's > laboratory and asked if some esoteric substance called `Electricity' > would ever have practical significance. > "One day, sir, you will tax it," was the answer. > -- Science, 1994 > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm When Gladstone was British Prime Minister he visited Michael Faraday's laboratory and asked if some esoteric substance called `Electricity' would ever have practical significance. "One day, sir, you will tax it," was the answer. -- Science, 1994 From pdh at snapgear.com Mon Dec 8 17:19:39 2003 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 9 Dec 2003 08:19:39 +1000 Subject: [rt-users] Can't locate object method "new" via package "RT::Handle" at /opt/rt3/lib/RT.pm line 147 In-Reply-To: References: <20031202225325.GE745@moreton.com.au> Message-ID: <20031208221939.GN768@moreton.com.au> trey.darley wrote: > To answer Phil's question, after my initial 'make install' I was getting > 'Permission denied: access to / failed because search permissions are > missing on a component of the path' in my Apache error_log. Sounds like you didn't configure RT with the right user and group... -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company From vbono at vinny.org Mon Dec 8 21:32:30 2003 From: vbono at vinny.org (Vincent J. Bono) Date: Mon, 8 Dec 2003 21:32:30 -0500 Subject: [rt-users] Default Queue Watchers not Showing as CC or Admin CC on Ticket References: <13A9DD1B2B89B741B0C3EFDA58131F870FBD42@utah.mihlfeld.com> Message-ID: <012401c3bdfc$b1fcaa40$5c80ba8c@VINDESKTOP> Hello, Using RT 3.0.7_1 I must bee setting somthing wrong, but when I create a ticket, the default watchers on the Queue don't show up in the ticket as CCs or AdminCCs. Now, they get notified on creation thanks to a scrip, but they are not on the actual Ticket. Anyone ever see this before? TIA, Vin From pdh at snapgear.com Mon Dec 8 22:04:34 2003 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 9 Dec 2003 13:04:34 +1000 Subject: [rt-users] Default Queue Watchers not Showing as CC or Admin CC on Ticket In-Reply-To: <012401c3bdfc$b1fcaa40$5c80ba8c@VINDESKTOP> References: <13A9DD1B2B89B741B0C3EFDA58131F870FBD42@utah.mihlfeld.com> <012401c3bdfc$b1fcaa40$5c80ba8c@VINDESKTOP> Message-ID: <20031209030434.GV768@moreton.com.au> Vincent J. Bono wrote: > I must bee setting somthing wrong, but when I create a ticket, the default > watchers on the Queue don't show up in the ticket as CCs or AdminCCs. That's The Way It Works. They're watching the queue, which implies watching tickets in it; ticket watchers don't have to be queue watchers. -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company From jesse at bestpractical.com Tue Dec 9 00:17:54 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 9 Dec 2003 00:17:54 -0500 Subject: [rt-users] latin <-> utf problem in rt-mailgate In-Reply-To: <1900000.1070900586@rambutan.pingpong.net> References: <1900000.1070900586@rambutan.pingpong.net> Message-ID: <20031209051754.GP18918@fsck.com> On Mon, Dec 08, 2003 at 05:23:06PM +0100, Palle Girgensohn wrote: > Hi! > > I just got this problem with an email sent to RT, one text part in the > ISO-8859-1 charset, and two jpeg images. > > Problem is, both jpegs are corrupt and the text in the message is presented > converted to utf-8 *twice* (i.e. four bytes, an ? is tranferred as > "????"). See the attached image for info. Emails look the same, and > only the text that was delivered to RT as an attachment (well, the text > part on en email that had two images attached, really, but that is > technically an attachment too...). Palle, I'd love to hear if you can still reproduce this issue with the latest release of RT 3.0.8pre_ Best, Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From tim_wilson at hopkins.k12.mn.us Tue Dec 9 00:40:34 2003 From: tim_wilson at hopkins.k12.mn.us (Tim Wilson) Date: Mon, 08 Dec 2003 23:40:34 -0600 Subject: [rt-users] Finishing a Debian RT install Message-ID: Hi everyone, I'm just starting down the RT path. I've got Debian/MySQL/Postfix installed on an old server and I've installed the request-tracker3 Debian package. I found the docs for setting up RT on Debian, but it refers to an older version. I'm wondering if someone who's running RT on Debian could provide a list of tasks that need to be done to get RT installed. It looks like I need to: 1. Set some parameters in RT_SiteConfig.pm 2. Configure apache to use mod_perl and point to the proper directory. 3. ??? I've never set up mod_perl before. Using the apache directives listed in the install docs produces the following error when I try to restart: Reloading apache modulesSyntax error on line 1052 of /etc/apache/httpd.conf: Invalid command 'PerlModule', perhaps mis-spelled or defined by a module not included in the server configuration failed Any idea what to do at this point? Any pointers would be greatly appreciated. -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 From pdh at snapgear.com Tue Dec 9 00:45:02 2003 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 9 Dec 2003 15:45:02 +1000 Subject: [rt-users] Finishing a Debian RT install In-Reply-To: References: Message-ID: <20031209054502.GZ768@moreton.com.au> Tim Wilson wrote: > Reloading apache modulesSyntax error on line 1052 of /etc/apache/httpd.conf: > Invalid command 'PerlModule', perhaps mis-spelled or defined by a module not > included in the server configuration > failed You're missing mod_perl. apt-get install libapache-mod-perl -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company From ritu at netcore.co.in Tue Dec 9 04:58:29 2003 From: ritu at netcore.co.in (Ritu Khetan) Date: Tue, 09 Dec 2003 15:28:29 +0530 Subject: [rt-users] Configuring Apache for RT Message-ID: <1070963909.15382.14.camel@efv2.netcore.co.in> Hello all, I am trying to configure Apache for RT with the following VirtualHost entry: ServerName 192.168.2.60 DocumentRoot /opt/rt3/share/html ErrorLog logs/rt-error.log AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Further I also have, DirectoryIndex index.html enabled. But yet, I am not able to access RT front end without specifying index.html in the URL. I am using Apache 2.0.8. Any help on DirectoryIndex would be of great help. Regards, Ritu -------------- next part -------------- An HTML attachment was scrubbed... URL: From jari at utu.fi Tue Dec 9 06:07:41 2003 From: jari at utu.fi (Jari Lehtonen) Date: Tue, 09 Dec 2003 13:07:41 +0200 Subject: [rt-users] latin <-> utf problem in rt-mailgate In-Reply-To: <20031209051754.GP18918@fsck.com> References: <1900000.1070900586@rambutan.pingpong.net> <20031209051754.GP18918@fsck.com> Message-ID: <2147483647.1070975261@joydivision.utu.fi> On tiistai 9. joulukuu 2003 00:17 -0500 Jesse Vincent wrote: >> I just got this problem with an email sent to RT, one text part in the >> ISO-8859-1 charset, and two jpeg images. >> >> Problem is, both jpegs are corrupt and the text in the message is >> presented converted to utf-8 *twice* (i.e. four bytes, an ? is >> tranferred as "????"). See the attached image for info. Emails look the >> same, and only the text that was delivered to RT as an attachment >> (well, the text part on en email that had two images attached, really, >> but that is technically an attachment too...). > > Palle, > > I'd love to hear if you can still reproduce this issue with the latest > release of RT 3.0.8pre_ I'm not Palle, but I can reproduce this issue with the latest 3.0.8pre2 from your site. I'll send you an email that reproduces the case. -- Jari Lehtonen Unix & Network services Computing Center University of Turku, Finland From chris at areti.net Tue Dec 9 06:15:41 2003 From: chris at areti.net (Chris Murton) Date: Tue, 9 Dec 2003 11:15:41 -0000 Subject: [rt-users] Auto-opening and notifying tickets. Message-ID: <010001c3be45$c860bdf0$25c76dc1@noc.areti.net> Hiya, We're looking at RT3 after spending a long long time on RT1. A lot of the features in RT1 were great for us, and the only thing we really miss out on are the accepting of attachments which is a big enough reason to "upgrade". I've been playing with RT3 for a week or two now, but even with the Scrips it doesn't appear that I can automatically open a ticket and notify all users with the correspondence as per the behaviour of RT3. Am I missing something, or could someone tell me how they've got it up and running? Thanks, Chris. From maxb at ukf.net Tue Dec 9 06:17:53 2003 From: maxb at ukf.net (Max Bowsher) Date: Tue, 9 Dec 2003 11:17:53 -0000 Subject: [rt-users] Configuring Apache for RT References: <1070963909.15382.14.camel@efv2.netcore.co.in> Message-ID: <01ae01c3be46$18714350$78d96f83@starfruit> Ritu Khetan wrote: >> Hello all, >> >> I am trying to configure Apache for RT with the following VirtualHost >> entry: >> >> >> ServerName 192.168.2.60 >> DocumentRoot /opt/rt3/share/html >> ErrorLog logs/rt-error.log >> AddDefaultCharset UTF-8 >> PerlModule Apache::DBI >> PerlRequire /opt/rt3/bin/webmux.pl >> >> >> SetHandler perl-script >> PerlHandler RT::Mason >> >> >> >> Further I also have, DirectoryIndex index.html enabled. But yet, I am >> not able to access RT front end without specifying index.html in the >> URL. >> >> I am using Apache 2.0.8. Any help on DirectoryIndex would be of great >> help. DirectoryIndex doesn't seem to function in SetHandler perl-script directories. I don't know enough about Apache internals to know if there is a more elegant solution, but this is what I am using: SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason Max. From conrad at tebivo.com Tue Dec 9 07:03:52 2003 From: conrad at tebivo.com (Conrad Burger) Date: Tue, 09 Dec 2003 14:03:52 +0200 Subject: [rt-users] Can't call method "handle_request" Message-ID: <3FD5BA28.4010608@tebivo.com> -------------------------------------------------------------- TeBiVo Email disclaimer To view our e-mail legal notice: Go to http://www.tebivo.com/email.htm or call: +27 21 888 7956 -------------------------------------------------------------- Hi all I have installed RT3 on a freebsd system. Postgresql as DB Apache2 with mod_perl2. When I try to open the RT web page, I get a blank screen. Found the following entry in the apache errorlog. Can't call method "handle_request" on an undefined value at /usr/local/rt3/bin/webmux.pl line 134. (/usr/local/rt3/bin/webmux.pl:136) Would appreciate it if someone could help me. Regards Conrad Burger From girgen at pingpong.net Tue Dec 9 07:57:54 2003 From: girgen at pingpong.net (Palle Girgensohn) Date: Tue, 09 Dec 2003 13:57:54 +0100 Subject: [rt-users] latin <-> utf problem in rt-mailgate In-Reply-To: <2147483647.1070975261@joydivision.utu.fi> References: <1900000.1070900586@rambutan.pingpong.net> <20031209051754.GP18918@fsck.com> <2147483647.1070975261@joydivision.utu.fi> Message-ID: <4480000.1070974674@rambutan.pingpong.net> Hi, Just as Jari, I'm sending you a mail the produces this problem, as a separate email (Subject: Aktivitetsloggan placeras olika p? Meny och Lektion). I didn't try 3.0.8pre2 just yet, since Jari still experinced problems. I'll await a response before trying a 3.0.8pre_. Regards, Palle --On tisdag, december 09, 2003 13.07.41 +0200 Jari Lehtonen wrote: > On tiistai 9. joulukuu 2003 00:17 -0500 Jesse Vincent > wrote: > >>> I just got this problem with an email sent to RT, one text part in the >>> ISO-8859-1 charset, and two jpeg images. >>> >>> Problem is, both jpegs are corrupt and the text in the message is >>> presented converted to utf-8 *twice* (i.e. four bytes, an ? is >>> tranferred as "????"). See the attached image for info. Emails look the >>> same, and only the text that was delivered to RT as an attachment >>> (well, the text part on en email that had two images attached, really, >>> but that is technically an attachment too...). >> >> Palle, >> >> I'd love to hear if you can still reproduce this issue with the latest >> release of RT 3.0.8pre_ > > I'm not Palle, but I can reproduce this issue with the latest 3.0.8pre2 > from your site. I'll send you an email that reproduces the case. > > -- > Jari Lehtonen > Unix & Network services > Computing Center > University of Turku, Finland From stefano.razzauti at yogitech.com Tue Dec 9 09:58:23 2003 From: stefano.razzauti at yogitech.com (stefano) Date: Tue, 09 Dec 2003 15:58:23 +0100 Subject: [rt-users] problem with mail-gateway conf. Message-ID: <3FD5E30F.9000000@yogitech.com> Hi. I'm at the first time RT startup. I've correctly installed the 3.0.7_01 release. The web ui goes well, but I'm not able to make work the mail features and so to open new ticket by mail and so to obtain rt mail feedback. I set the following alias in /etc/aliases: rt:"|/home/rt/rt-yogitech/bin/rt-mailgate --queue ITgroup --action correspond but when I try to send an e-mail to rt account, after a lot I obtain a reply that says something like: ----- The following addresses had permanent fatal errors ----- "|/home/rt/rt-yogitech/bin/rt-mailgate --queue ITgroup --action correspond (reason: Operating system error) (expanded from: ) what's going wrong? Someone may help me? Thanks in advance. stefano From rcrews at intercall.com Tue Dec 9 10:05:00 2003 From: rcrews at intercall.com (Richie Crews) Date: Tue, 9 Dec 2003 10:05:00 -0500 Subject: [rt-users] Weird email issue with Outlook Message-ID: I am seeing something weird with email when the user is using a newer version of outlook. The issue is this... Instead of RT emails saying From User via RT XXX I am getting this now. rt at XXXX.com; on behalf of; systems at XXXX.com This is a weird issue and only occurs on Outlook. Anyone had any experience with this? The reply to line is fine but the from line just comes in funny. I've tried turning off user friendly from lines and still no luck. Richie Crews Team Lead of Unix Systems and Technologies Red Hat Certified Engineer Email: rcrews at intercall.com Cell: (706) 773 - 3436 Desk: (706) 634 - 3681 Fax: (706) 634 - 3831 "Providing security for your email needs" Stop Spam, Support RBL http://www.mail-abuse.org -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Tue Dec 9 10:15:17 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 09 Dec 2003 18:15:17 +0300 Subject: [rt-users] Weird email issue with Outlook In-Reply-To: References: Message-ID: <3FD5E705.10709@acronis.ru> Richie Crews wrote: > I am seeing something weird with email when the user is using a newer > version of outlook. The issue is this... > > Instead of RT emails saying From User via RT XXX I am getting this now. > > rt at XXXX.com; on behalf of; systems at XXXX.com > > This is a weird issue and only occurs on Outlook. Anyone had any > experience with this? The reply to line is fine but the from line just > comes in funny. I've tried turning off user friendly from lines and > still no luck. > It would be better if you send small test message from Outlook, and send us copy of this letter(with MIME headers) in attachment. It would be better if you get this copy on RT server. Best regards. Ruslan. From sean.perry at intransa.com Tue Dec 9 10:30:58 2003 From: sean.perry at intransa.com (Sean Perry) Date: Tue, 09 Dec 2003 07:30:58 -0800 Subject: [rt-users] Finishing a Debian RT install In-Reply-To: References: Message-ID: <3FD5EAB2.1090308@intransa.com> Tim Wilson wrote: > Hi everyone, > > I'm just starting down the RT path. I've got Debian/MySQL/Postfix installed > on an old server and I've installed the request-tracker3 Debian package. I > found the docs for setting up RT on Debian, but it refers to an older > version. I'm wondering if someone who's running RT on Debian could provide a > list of tasks that need to be done to get RT installed. It looks like I need > to: > > 1. Set some parameters in RT_SiteConfig.pm > 2. Configure apache to use mod_perl and point to the proper directory. > 3. ??? > > Any idea what to do at this point? Any pointers would be greatly > appreciated. > > -Tim > Look in /usr/share/doc/request-tracker3. Everything is explained. I had RT up and running in like 30 minutes. From khera at kcilink.com Tue Dec 9 10:44:35 2003 From: khera at kcilink.com (Vivek Khera) Date: Tue, 9 Dec 2003 10:44:35 -0500 Subject: [rt-users] Weird email issue with Outlook In-Reply-To: References: Message-ID: <16341.60899.753664.949453@yertle.int.kciLink.com> >>>>> "RC" == Richie Crews writes: RC> rt at XXXX.com; on behalf of; systems at XXXX.com RC> This is a weird issue and only occurs on Outlook. Anyone had any experience RC> with this? The reply to line is fine but the from line just comes in funny. RC> I've tried turning off user friendly from lines and still no luck. Lookout! is being "friendly" and showing the SMTP sender envelope address as the sender. As a nice side effect, all mailing list mail these people view also look like that, with the bounce address as the from and "on behalf of" the real author. You'd think M$ would actually try to do the right thing, but then you'd probably expect too much. There's nothing you can do about it on the sending side, since it is entirely a dain-bramaged display issue. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= 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 admin at lctn.org Tue Dec 9 10:45:32 2003 From: admin at lctn.org (Raymond Norton) Date: Tue, 9 Dec 2003 09:45:32 -0600 Subject: [rt-users] my contribution Message-ID: <004901c3be6b$7b275820$320b0b0a@DELL2> In the past many people have helped me get rt running on different boxes. I just installed v3 on a couple fedora boxes via the following: 1) On a new fedora install you need to go into the apache portion and select mod_perl (it is not selected by default) 2) Go into the mysql section and select mysql server (not selected by default) 3) Once server install is done go into services and select httpd and mysqld to start on boot up. 4) At a shell set the mysql password via "mysqladmin -uroot password "new password" (without quotes) 2) Follow the RT docs and run perl sbin/rt-test-dependencies \ --with-mysql --with-modperl2 --install. This will install everything except WWW-Mechanize. 3) Go back to cpan and install LWP . 4) Once done you can go into /root/.cpan and install WWW-Mechanize. (or mybe just do it through cpan) 5) Edit the RT Makefile so web user and group are set to "apache", also set the rt_user password 6) At a shell add the rt group via "groupadd rt" 7) run make install, and make initialize-database 8) Copy over pertinent site info from RT_Config.pm to RT_SiteConfig.pm 5) Add the following virtualhost info: ServerName your.rt.server.hostname DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 RedirectMatch permanent (.*)/$ http://myaddress.com$1/index.html # this line applies to Apache2+mod_perl2 only PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason This will satisfy all dependencies and configure apache 2.0.47 to give you a working rt3 box. Raymond From list+rt at joreybump.com Tue Dec 9 11:04:59 2003 From: list+rt at joreybump.com (Jorey Bump) Date: Tue, 09 Dec 2003 11:04:59 -0500 Subject: [rt-users] problem with mail-gateway conf. In-Reply-To: <3FD5E30F.9000000@yogitech.com> References: <3FD5E30F.9000000@yogitech.com> Message-ID: <3FD5F2AB.7010800@joreybump.com> stefano wrote: > I set the following alias in /etc/aliases: > rt:"|/home/rt/rt-yogitech/bin/rt-mailgate --queue ITgroup --action > correspond > > but when I try to send an e-mail to rt account, after a lot I obtain a > reply that says something like: > > ----- The following addresses had permanent fatal errors ----- > "|/home/rt/rt-yogitech/bin/rt-mailgate --queue ITgroup --action correspond > (reason: Operating system error) > (expanded from: ) > > what's going wrong? What MTA do you use? If you use sendmail, you may need to put a symlink to rt-mailgate in /etc/smrsh and use that instead. It's a safety feature that some distributions compile into sendmail by default. This will affect .forward files as well. I've been getting good results by using procmail instead of /etc/aliases. Create a user to receive RT's mail, and use that user's .procmailrc to filter the mail and sort it into the proper queue. It's a lot more flexible and doesn't require root privileges. It also allows you to do spam filtering on a per-queue basis (otherwise, your abuse queue would always be strangely empty). From admin at lctn.org Tue Dec 9 11:17:35 2003 From: admin at lctn.org (Raymond Norton) Date: Tue, 9 Dec 2003 10:17:35 -0600 Subject: [rt-users] my contribution References: <004901c3be6b$7b275820$320b0b0a@DELL2> <3FD5F497.2080009@joreybump.com> Message-ID: <009b01c3be6f$f50fb340$320b0b0a@DELL2> > Thanks for posting this. Please followup if you run into any problems. > This approach is strongly warned against in the documentation and on > this list. If it works, now, that would certainly be good news. Exactly! I did it just for kicks because my server with apache 1.3 was screwed up. It has worked on two apache 2.0.47 installs (so far). Raymond From bpinksto at centenary.edu Tue Dec 9 11:25:24 2003 From: bpinksto at centenary.edu (Brad Pinkston) Date: Tue, 9 Dec 2003 10:25:24 -0600 Subject: [rt-users] New Element Questions Message-ID: <006c01c3be71$0c751f10$ca9189c6@gents.centenary.edu> I was hoping someone could help me with writing a new element. I am preparing one that displays all users for the current user's queue that shows the number of new, open and stalled tickets for each user. I have managed to make this work except for limiting it to that user's queue and the privileged users in that queue. What limit statements are available for such a query? Thanks in advance for the help. Brad Pinkston Firewall/Network Administrator Checkpoint CCSA Centenary College of LA (318) 869-5721 bpinksto at centenary.edu -------------------------------------------------------------------- This email has been scanned for viruses by Centenary College of LA From stefano.razzauti at yogitech.com Tue Dec 9 11:24:58 2003 From: stefano.razzauti at yogitech.com (stefano) Date: Tue, 09 Dec 2003 17:24:58 +0100 Subject: [rt-users] problem with mail-gateway conf. In-Reply-To: <3FD5F2AB.7010800@joreybump.com> References: <3FD5E30F.9000000@yogitech.com> <3FD5F2AB.7010800@joreybump.com> Message-ID: <3FD5F75A.2030905@yogitech.com> Hi Jorey, I've tried to add a symlink in /etc/smrsh pointing to rt-mailgate and now the error I obtain is: ----- The following addresses had permanent fatal errors ----- "|/home/rt/rt-yogitech/bin/rt-mailgate --queue ITgroup --action correspond (reason: Service unavailable) (expanded from: ) ----- Transcript of session follows ----- 553 5.0.0 "|/home/rt/rt-yogitech/bin/rt-mailgate --queue ITgroup --action correspond... Unbalanced '"' smrsh: "rt-mailgate" not available for sendmail programs (stat failed) 554 5.0.0 Service unavailable stefano Jorey Bump wrote: > stefano wrote: > >> I set the following alias in /etc/aliases: >> rt:"|/home/rt/rt-yogitech/bin/rt-mailgate --queue ITgroup --action >> correspond >> >> but when I try to send an e-mail to rt account, after a lot I obtain >> a reply that says something like: >> >> ----- The following addresses had permanent fatal errors ----- >> "|/home/rt/rt-yogitech/bin/rt-mailgate --queue ITgroup --action >> correspond >> (reason: Operating system error) >> (expanded from: ) >> >> what's going wrong? > > > What MTA do you use? If you use sendmail, you may need to put a > symlink to rt-mailgate in /etc/smrsh and use that instead. It's a > safety feature that some distributions compile into sendmail by > default. This will affect .forward files as well. > > I've been getting good results by using procmail instead of > /etc/aliases. Create a user to receive RT's mail, and use that user's > .procmailrc to filter the mail and sort it into the proper queue. It's > a lot more flexible and doesn't require root privileges. It also > allows you to do spam filtering on a per-queue basis (otherwise, your > abuse queue would always be strangely empty). > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 list+rt at joreybump.com Tue Dec 9 11:44:36 2003 From: list+rt at joreybump.com (Jorey Bump) Date: Tue, 09 Dec 2003 11:44:36 -0500 Subject: [rt-users] problem with mail-gateway conf. In-Reply-To: <3FD5F75A.2030905@yogitech.com> References: <3FD5E30F.9000000@yogitech.com> <3FD5F2AB.7010800@joreybump.com> <3FD5F75A.2030905@yogitech.com> Message-ID: <3FD5FBF4.70907@joreybump.com> stefano wrote: > Hi Jorey, > I've tried to add a symlink in /etc/smrsh pointing to rt-mailgate and > now the error I obtain is: > > ----- The following addresses had permanent fatal errors ----- > "|/home/rt/rt-yogitech/bin/rt-mailgate --queue ITgroup --action correspond > (reason: Service unavailable) > (expanded from: ) > > ----- Transcript of session follows ----- > 553 5.0.0 "|/home/rt/rt-yogitech/bin/rt-mailgate --queue ITgroup > --action correspond... Unbalanced '"' > smrsh: "rt-mailgate" not available for sendmail programs (stat failed) > 554 5.0.0 Service unavailable It's better to approach this systematically: First, find out if your version of sendmail is using smrsh: sendmail -d0.20 -bv | grep smrsh If it is, then add a symlink: cd /etc/smrsh ln -s /home/rt/rt-yogitech/bin/rt-mailgate rt-mailgate Then in /etc/aliases put this (on one line): rt: "|/etc/smrsh/rt-mailgate --queue ITgroup --action correspond --url http://itgroup.example.com/" Save the file and generate your new aliases table: newaliases Check your log for errors. If there aren't any, send a message to RT. It should work. From Travis_Niedens at redlands.edu Tue Dec 9 11:46:36 2003 From: Travis_Niedens at redlands.edu (Niedens, Travis) Date: Tue, 9 Dec 2003 08:46:36 -0800 Subject: [rt-users] Last ditch attempt Message-ID: <64EA5C0A699BB8478C80928B00A180C1020ED316@exch.redlands.edu> I'm still having issues with RT 3.0.4 for Windows not sending/receiving email. Does anyone on this list use the Windows port of 3.0.x and have email in/out running successfully? If so, please let me know so I may ask a few questions. Thanks, Travis Niedens Network Manager University of Redlands Phone: (909) 748-6328 Fax: (909) 793-2029 VoIP Phone: (909) 799-4778 VoIP Extension: 4778 From autrijus at autrijus.org Tue Dec 9 11:50:41 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Wed, 10 Dec 2003 00:50:41 +0800 Subject: [rt-users] Last ditch attempt In-Reply-To: <64EA5C0A699BB8478C80928B00A180C1020ED316@exch.redlands.edu> References: <64EA5C0A699BB8478C80928B00A180C1020ED316@exch.redlands.edu> Message-ID: <20031209165041.GA40662@aut.dyndns.org> On Tue, Dec 09, 2003 at 08:46:36AM -0800, Niedens, Travis wrote: > I'm still having issues with RT 3.0.4 for Windows not sending/receiving > email. Does anyone on this list use the Windows port of 3.0.x and have > email in/out running successfully? If so, please let me know so I may ask a > few questions. Sending email really should work just fine, as per RT 3.0.7-win32. http://p4.elixus.org/dist/ is the usual place to download builds. You may need to set up SMTP gateways correctly in the global setting: http://localhost:8284/Edit/Global/ Receiving email requires some sort of gateway; I have a half-finished pop3gate script in rt/bin/rt-pop3gate.in and people are welcome to pick it up and work on it. It is not polished simply because I don't have enough time, and no-one is paying for that particular feature. :-) Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From ewatson at pointserve.com Tue Dec 9 12:12:53 2003 From: ewatson at pointserve.com (Watson, Erik) Date: Tue, 9 Dec 2003 11:12:53 -0600 Subject: [rt-users] Required fields in RT2 or RT3 Message-ID: <01C2B45CAAA9F541AFB100876D088B234D4B3D@ptscorp-exc01.pointserve.com> Hey I was wondering if anyone had written a module yet that makes fields required? Rocket Science for the Service Industry Watson, Erik Manager - Network Operations PointServe, Inc. 110 Wild Basin Rd. Suite 300 Austin, TX 78746 ewatson at pointserve.com tel: fax: mobile: (512) 617-5387 (512) 617-0466 (512) 560-0660 Powered by Plaxo Want a signature like this? Add me to your address book... -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: pointserve_logo.gif Type: image/gif Size: 722 bytes Desc: not available URL: From Robert.Grasso at cedrat.com Tue Dec 9 12:17:20 2003 From: Robert.Grasso at cedrat.com (Robert Grasso) Date: Tue, 9 Dec 2003 18:17:20 +0100 Subject: [rt-users] RT on Windows Message-ID: Hello, I am currently running RT2 on RedHat. Everything ok. Now people ask me to install it on Windows :-(. I peformed a test install using rt-3.0.4.exe. What about the mailgate ? Do I need a local SMTP server ? How will RT exchange (send and *receive*) emails on Windows ? What if the SMTP server runs on Windows ? Any hints ? Regards .-. 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 From autrijus at autrijus.org Tue Dec 9 12:25:14 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Wed, 10 Dec 2003 01:25:14 +0800 Subject: [rt-users] Last ditch attempt In-Reply-To: <64EA5C0A699BB8478C80928B00A180C1020ED318@exch.redlands.edu> References: <64EA5C0A699BB8478C80928B00A180C1020ED318@exch.redlands.edu> Message-ID: <20031209172514.GA40772@aut.dyndns.org> On Tue, Dec 09, 2003 at 08:57:41AM -0800, Niedens, Travis wrote: > I believe that last part was your comment last time. I still don't > understand why you port it if all you are looking for is $$$$. I ported it partly because I was a Win32 user, and I have other Win32 users that want to use RT to work with me. However, they (and I) were satisfied with the WebUI, so I have no personal incentives to make the mailgate work, except for, yes, possibly monetary incentives. > I am asking if others are able to run it. If features do not work, > you should document it before people install it. That is valid -- the next versions of installer will now say (Please note: this version does not yet support incoming mails.) before you install it. Thanks, applied as @9250 here. > Configuring a SMTP gateway obviously doesn't make it "just work" since > I have tried that on several occasions and RT decides to not add in > the from: information. Did you also configure the "Reply-To" (aka SMTPFrom in the Edit/Global/ screen) parameter? It is defaulted to "rt at localhost". You may wish to change it to something more sensible. Alternatively, you can also use the registry editor to modify HKEY_LOCALMACHINE\Softwares\OurInternet\Request Tracker\SMTPFrom Either way, you'd need to restart the Apache web server for it to take effect. I agree that the "SMTPFrom" config name may not be self-explanatory enough. Suggestions welcome. > Just because I ask for help doesn't mean I don't know what I am doing I'm sorry if I have given that impression. It was not my intention. > and I honestly don't appreciate you treating me as such on the list. I apologize. English is not my first (or second) language, and I am deeply sorry if I offended you somehow. Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From autrijus at autrijus.org Tue Dec 9 12:27:39 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Wed, 10 Dec 2003 01:27:39 +0800 Subject: [rt-users] RT on Windows In-Reply-To: References: Message-ID: <20031209172739.GB40772@aut.dyndns.org> On Tue, Dec 09, 2003 at 06:17:20PM +0100, Robert Grasso wrote: > I am currently running RT2 on RedHat. Everything ok. Now people ask me to > install it on Windows :-(. I peformed a test install using rt-3.0.4.exe. Please use 3.0.7, not 3.0.4. I wonder where did everybody get the 3.0.4 link? The latest installers are always available on: http://p4.elixus.org/dist/ > What about the mailgate ? The mailgate does not currently work. There is a half-finished pop3gate that I'd be happy if somebody can make it work. > Do I need a local SMTP server ? Any SMTP server will do, as long as you give RT the correct SMTPServer and SMTPFrom parameters during setup time. > How will RT exchange (send and *receive*) emails on Windows ? What if > the SMTP server runs on Windows ? Any hints ? If Exchange is configured to accept SMTP, my experience is that it just works. No idea about other servers, though. Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From cubic at acronis.ru Tue Dec 9 12:32:34 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 09 Dec 2003 20:32:34 +0300 Subject: [rt-users] Required fields in RT2 or RT3 In-Reply-To: <01C2B45CAAA9F541AFB100876D088B234D4B3D@ptscorp-exc01.pointserve.com> References: <01C2B45CAAA9F541AFB100876D088B234D4B3D@ptscorp-exc01.pointserve.com> Message-ID: <3FD60732.7040805@acronis.ru> Watson, Erik wrote: > Hey I was wondering if anyone had written a module yet that makes fields > required? > > Rocket Science for the Service Industry > > Hello. Erik. Turn off html with list. No, noone. Teach your users or write your own creat ticket page. I've done one for external webUI. Good luck. Ruslan. From Robert.Grasso at cedrat.com Tue Dec 9 12:34:05 2003 From: Robert.Grasso at cedrat.com (Robert Grasso) Date: Tue, 9 Dec 2003 18:34:05 +0100 Subject: [rt-users] RT on Windows Message-ID: I apologize, I did not read the list just before posting ! I just discovered Autrijus Tang's answer Regards .-. 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 From Robert.Grasso at cedrat.com Tue Dec 9 12:40:36 2003 From: Robert.Grasso at cedrat.com (Robert Grasso) Date: Tue, 9 Dec 2003 18:40:36 +0100 Subject: [rt-users] RT on Windows In-Reply-To: <20031209172739.GB40772@aut.dyndns.org> Message-ID: It's very kind to you to reply to me so quickly, despite your previous response to Travis Niedens. Thanks for the informations. Kind regards .-. 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-bounces at lists.fsck.com > [mailto:rt-users-bounces at lists.fsck.com]On Behalf Of Autrijus Tang > Sent: Tuesday, December 09, 2003 6:28 PM > To: Robert Grasso > Cc: rt-users > Subject: Re: [rt-users] RT on Windows > > > On Tue, Dec 09, 2003 at 06:17:20PM +0100, Robert Grasso wrote: > > I am currently running RT2 on RedHat. Everything ok. Now people > ask me to > > install it on Windows :-(. I peformed a test install using rt-3.0.4.exe. > > Please use 3.0.7, not 3.0.4. I wonder where did everybody get the > 3.0.4 link? The latest installers are always available on: > > http://p4.elixus.org/dist/ > > > What about the mailgate ? > > The mailgate does not currently work. There is a half-finished pop3gate > that I'd be happy if somebody can make it work. > > > Do I need a local SMTP server ? > > Any SMTP server will do, as long as you give RT the correct SMTPServer > and SMTPFrom parameters during setup time. > > > How will RT exchange (send and *receive*) emails on Windows ? What if > > the SMTP server runs on Windows ? Any hints ? > > If Exchange is configured to accept SMTP, my experience is that it > just works. No idea about other servers, though. > > Thanks, > /Autrijus/ > From michael at emdee.net Tue Dec 9 12:41:30 2003 From: michael at emdee.net (Michael D. Richards) Date: Tue, 09 Dec 2003 10:41:30 -0700 Subject: [rt-users] html only message do not display in RT Message-ID: <3FD6094A.9020006@emdee.net> Using RT 3.0.6, Apache 1.3.28. If a single part html message arrives, RT does not display the body of that message in the ticket. Even something as simple as the following will not display: Date: Tue, 9 Dec 2003 10:00:00 -0700 From: "Michael Richards" Subject: Blank Body Test Content-Type: text/html this is a test... this is only a test... . From jesse at bestpractical.com Tue Dec 9 12:43:29 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 9 Dec 2003 12:43:29 -0500 Subject: [rt-users] html only message do not display in RT In-Reply-To: <3FD6094A.9020006@emdee.net> References: <3FD6094A.9020006@emdee.net> Message-ID: <20031209174329.GT18918@fsck.com> On Tue, Dec 09, 2003 at 10:41:30AM -0700, Michael D. Richards wrote: > Using RT 3.0.6, Apache 1.3.28. > > If a single part html message arrives, RT does not display the body of > that message in the ticket. Even something as simple as the following > will not display: Displaying html content inline opens us up to cross-site scripting attacks. A malicious end-user could send in mail which contained javascript which resolved all your tickets and then sent out spam to each and every one of them using RT. If you click on the link to the right, you can download the html message marked as plain text. RT 3.0.7 has a better message when this happens. -j -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From Travis_Niedens at redlands.edu Tue Dec 9 12:46:38 2003 From: Travis_Niedens at redlands.edu (Niedens, Travis) Date: Tue, 9 Dec 2003 09:46:38 -0800 Subject: [rt-users] 3.0.7 windows port issue Message-ID: <64EA5C0A699BB8478C80928B00A180C1020ED31A@exch.redlands.edu> I just tried upgrading to 3.0.7 on Windows per the email question and now I get 404 errors when trying to go to RT. I also noticed that during the install of 3.0.4 and 3.0.7 that the installer does the following: -- Downloads a component twice (oin-perl.exe, etc.) -- After the download says "install failed" since it cannot figure out how to do the next DL. -- Have to run the installer over and over until it has downloaded all of the components So are this point RT is dead for me, will investigate. Has anyone had this going from one version to another on the Windows port? Thanks, Travis Niedens Network Manager University of Redlands Phone: (909) 748-6328 Fax: (909) 793-2029 VoIP Phone: (909) 799-4778 VoIP Extension: 4778 From cubic at acronis.ru Tue Dec 9 13:01:04 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 09 Dec 2003 21:01:04 +0300 Subject: [rt-users] html only message do not display in RT In-Reply-To: <20031209174329.GT18918@fsck.com> References: <3FD6094A.9020006@emdee.net> <20031209174329.GT18918@fsck.com> Message-ID: <3FD60DE0.7090800@acronis.ru> Jesse Vincent wrote: > > > On Tue, Dec 09, 2003 at 10:41:30AM -0700, Michael D. Richards wrote: > >>Using RT 3.0.6, Apache 1.3.28. >> >>If a single part html message arrives, RT does not display the body of >>that message in the ticket. Even something as simple as the following >>will not display: > > > Displaying html content inline opens us up to cross-site scripting > attacks. A malicious end-user could send in mail which contained > javascript which resolved all your tickets and then sent out spam to > each and every one of them using RT. If you click on the link to the > right, you can download the html message marked as plain text. > > RT 3.0.7 has a better message when this happens. Hello, Jesse and Michael I've posted simple patch that use HTML::Scrubber to convert HTML to plain text. It's useable and could be changed to produce HTML scrubbered from JS or other active objects. I can do this patch more nice if you will agree merge it in other case it's enought for our users. Patch attached. Best regards. Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: rt3.html_display.patch Type: application/aegis-patch Size: 2516 bytes Desc: not available URL: From jesse at bestpractical.com Tue Dec 9 13:08:25 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 9 Dec 2003 13:08:25 -0500 Subject: [rt-users] html only message do not display in RT In-Reply-To: <3FD60DE0.7090800@acronis.ru> References: <3FD6094A.9020006@emdee.net> <20031209174329.GT18918@fsck.com> <3FD60DE0.7090800@acronis.ru> Message-ID: <20031209180825.GU18918@fsck.com> On Tue, Dec 09, 2003 at 09:01:04PM +0300, Ruslan U. Zakirov wrote: > I've posted simple patch that use HTML::Scrubber to convert HTML to > plain text. It's useable and could be changed to produce HTML scrubbered > from JS or other active objects. > > I can do this patch more nice if you will agree merge it in other case > it's enought for our users. I'll take a patch that produces a "simple" plain text version of html mail for RT 3.1. Producing scrubbed html still has the possibility of a malicious end user writing html which mimicks the rest of RT's user interface to its own evil ends. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From autrijus at autrijus.org Tue Dec 9 13:10:08 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Wed, 10 Dec 2003 02:10:08 +0800 Subject: [rt-users] 3.0.7 windows port issue In-Reply-To: <64EA5C0A699BB8478C80928B00A180C1020ED31A@exch.redlands.edu> References: <64EA5C0A699BB8478C80928B00A180C1020ED31A@exch.redlands.edu> Message-ID: <20031209181008.GA41048@aut.dyndns.org> On Tue, Dec 09, 2003 at 09:46:38AM -0800, Niedens, Travis wrote: > I just tried upgrading to 3.0.7 on Windows per the email question and now I > get 404 errors when trying to go to RT. I also noticed that during the > install of 3.0.4 and 3.0.7 that the installer does the following: > > -- Downloads a component twice (oin-perl.exe, etc.) > -- After the download says "install failed" since it cannot figure out how > to do the next DL. > -- Have to run the installer over and over until it has downloaded all of > the components Okay... What does the bottom of the logs in: C:\Program Files\OurInternet\Request Tracker\logs\httpd-error.log C:\Program Files\OurInternet\Request Tracker\winrt\logs\rt.log say? Does a reboot (or stopping and restarting the service), then reinstalling the rt-3.0.7.exe help? > So are this point RT is dead for me, will investigate. Has anyone had this > going from one version to another on the Windows port? I admit that I never tried 3.0.4=>3.0.7 myself -- 3.0.4 is a distant memory for me -- but 3.0.[5/6]=>3.0.7 has worked here before. Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From rt at anothy.9srv.net Tue Dec 9 13:30:04 2003 From: rt at anothy.9srv.net (Anthony Sorace) Date: Tue, 9 Dec 2003 18:30:04 +0000 Subject: [rt-users] Login/database connectivity Message-ID: Over the weekend, I updated the Mac OS X server running our RT3 instance. The results... were not positive. :-) Everything *seems* to be working properly... other things that rely on the database function, the web server's running... even mason and mod_perl seem to be working, as we get the login page fine. still, something's amiss: whenever any user, including the superuser, tries to log in, they're immediately presented back with the login page. I've turned on logging for MySQL (sadly, I don't have pre-upgrade logs to compare to), an found the problem on one level, at least. This is the log for a user "antonio" attempting to log in: 031209 18:19:16 144 Connect rt_user at localhost on rt3 144 Query SELECT * FROM Users WHERE Name = 'RT_System' 144 Query SELECT * FROM Users WHERE Name = 'Nobody' 144 Query SELECT GET_LOCK('Apache-Session-c159f8d7bbab4b0f9a177b520198df47', 3600) 144 Query SELECT a_session FROM sessions WHERE id = 'c159f8d7bbab4b0f9a177b520198df47' 144 Query SELECT * FROM Users WHERE Name = 'RT::CurrentUser=HASH(0x903ce8)' 144 Query UPDATE sessions SET a_session = '\0\0\0\n c159f8d7bbab4b0f9a177b520198df47\0\0\0 _session_idRT::CurrentUser\0\0\0\0\0\?\0\0\0\rfast_update_? \0\0\0\rcache_for_se?\0\0\0cache_p\0\0\0 _CacheConfig\0\0\0\nid\0\0\0 _PrimaryKeys RT::I18N:: en\0\0\0\0\0\0\0\nLangHandle\nUsers\0\0\0table\0\0\0\0\0\0\0user\0\0\0 CurrentUser' WHERE id = 'c159f8d7bbab4b0f9a177b520198df47' 144 Query SELECT RELEASE_LOCK('Apache-Session-c159f8d7bbab4b0f9a177b520198df47') 145 Connect rt_user at localhost on rt3 145 Query SELECT * FROM Users WHERE Name = 'RT_System' 145 Query SELECT * FROM Users WHERE Name = 'Nobody' 031209 18:19:17 145 Query SELECT GET_LOCK('Apache-Session-c159f8d7bbab4b0f9a177b520198df47', 3600) 145 Query SELECT a_session FROM sessions WHERE id = 'c159f8d7bbab4b0f9a177b520198df47' 145 Query UPDATE sessions SET a_session = '\0\0\0\n c159f8d7bbab4b0f9a177b520198df47\0\0\0 _session_idRT::CurrentUser\0\0\0\0\0\?\0\0\0\rfast_update_? \0\0\0\rcache_for_se?\0\0\0cache_p\0\0\0 _CacheConfig\0\0\0\nid\0\0\0 _PrimaryKeys\nUsers\0\0\0table\0\0\0\0\0\0\0user\0\0\0 CurrentUser' WHERE id = 'c159f8d7bbab4b0f9a177b520198df47' 145 Query SELECT RELEASE_LOCK('Apache-Session-c159f8d7bbab4b0f9a177b520198df47') Note, in particular, the multiple queries like "SELECT * FROM Users WHERE Name = " asking for "RT_System" and "Nobody", but nothing mentioning "antonio". His data's all correct, and can be checked using the mysql command line utility. It looks like the "RT::CurrentUser=HASH(0x903ce8)" on the fifth query down might be related to my issue (clearly that's not a valid user name). Can anyone suggest what this might be related to? Alternately, if anyone can tell me what hash function RT uses to produce the user hash above, I'd like to verify my working theory by checking to see if "antonio" indeed hashes to "0x903ce8". I'm using 3.0.6 with MySQL 4.0.14, Apache 1.3.28, Perl 5.8.1 RC3, mod_perl 1.26. Any and all pointers much appreciated. Anthony Sorace CIBERNET Corp Director of Information Technology From blackd at LesConcierges.com Tue Dec 9 13:34:58 2003 From: blackd at LesConcierges.com (Devon Black) Date: Tue, 9 Dec 2003 10:34:58 -0800 Subject: [rt-users] 3.0.7 windows port issue Message-ID: <4827EC174AF9D311914F00D0B74775A3031C7C2A@lesmail.lesconcierges.com> >I just tried upgrading to 3.0.7 on Windows per the email question and now I >get 404 errors when trying to go to RT. I also noticed that during the >install of 3.0.4 and 3.0.7 that the installer does the following: >-- Downloads a component twice (oin-perl.exe, etc.) >-- After the download says "install failed" since it cannot figure out how >to do the next DL. >-- Have to run the installer over and over until it has downloaded all of >the components I had the same problem and solved it the same way. I just ran the installer repeatedly, each time one more compenent would get installed then the install process would fail. Then the service wouldn't start, but I tried that several times too and rebooted, but finally got it to work. now everything seems to work fine 'cept the mail interface of course... _db Devon Black LesConcierges Technical Support (415) 291-1165 x6106 -----Original Message----- From: Niedens, Travis [mailto:Travis_Niedens at redlands.edu] Sent: Tuesday, December 09, 2003 9:47 AM To: rt-users at lists.fsck.com Subject: [rt-users] 3.0.7 windows port issue I just tried upgrading to 3.0.7 on Windows per the email question and now I get 404 errors when trying to go to RT. I also noticed that during the install of 3.0.4 and 3.0.7 that the installer does the following: -- Downloads a component twice (oin-perl.exe, etc.) -- After the download says "install failed" since it cannot figure out how to do the next DL. -- Have to run the installer over and over until it has downloaded all of the components So are this point RT is dead for me, will investigate. Has anyone had this going from one version to another on the Windows port? Thanks, Travis Niedens Network Manager University of Redlands Phone: (909) 748-6328 Fax: (909) 793-2029 VoIP Phone: (909) 799-4778 VoIP Extension: 4778 _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 MikeHamilton at clovisusd.k12.ca.us Tue Dec 9 13:47:07 2003 From: MikeHamilton at clovisusd.k12.ca.us (MikeHamilton at clovisusd.k12.ca.us) Date: Tue, 9 Dec 2003 10:47:07 -0800 Subject: [rt-users] Queue/Ticket Routing Advice Message-ID: I need advice in terms of managing ticket routing in RT. We are using about 40 queues in our test implementation of RT and I am getting the production system ready. Here is what I need to happen: A user at site foo creates a ticket by sending an email to the RT system. I want the ticket to automatically be routed to the 'foo' queue. What is the best way to do this? I figured that I could always set up a separate alias for every queue, but that seems like it might not be necessary. Any suggestions are welcome! Thanks! Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From khera at kcilink.com Tue Dec 9 13:51:45 2003 From: khera at kcilink.com (Vivek Khera) Date: Tue, 9 Dec 2003 13:51:45 -0500 Subject: [rt-users] html only message do not display in RT In-Reply-To: <20031209180825.GU18918@fsck.com> References: <3FD6094A.9020006@emdee.net> <20031209174329.GT18918@fsck.com> <3FD60DE0.7090800@acronis.ru> <20031209180825.GU18918@fsck.com> Message-ID: <16342.6593.656251.598711@yertle.int.kciLink.com> >>>>> "JV" == Jesse Vincent writes: JV> I'll take a patch that produces a "simple" plain text version of html JV> mail for RT 3.1. Producing scrubbed html still has the possibility of a JV> malicious end user writing html which mimicks the rest of RT's user JV> interface to its own evil ends. I have two versions. One written using HTML::Parser and HTML::PrettyPrint, and the other using IPC::Run with w3m as an external program. The former does not handle tables, which I really needed for my application, thus the second version was written. Neither will preserve links, which I think is OK for the email notice. (Well, technically, I have another script to stick in front of calling w3m that makes footnoted links in the text version, but that is written in ruby, and may be fragile). I'll be glad to donate either/both to RT. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= 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 list+rt at joreybump.com Tue Dec 9 15:22:46 2003 From: list+rt at joreybump.com (Jorey Bump) Date: Tue, 09 Dec 2003 15:22:46 -0500 Subject: [rt-users] Queue/Ticket Routing Advice In-Reply-To: References: Message-ID: <3FD62F16.70701@joreybump.com> MikeHamilton at clovisusd.k12.ca.us wrote: > I need advice in terms of managing ticket routing in RT. We are using > about 40 queues in our test implementation of RT and I am getting the > production system ready. Here is what I need to happen: > A user at site foo creates a ticket by sending an email to the RT > system. I want the ticket to automatically be routed to the 'foo' queue. > What is the best way to do this? I figured that I could always set up a > separate alias for every queue, but that seems like it might not be > necessary. Any suggestions are welcome! I have an e-mail address for every queue, but each address is virtual and gets delivered to the same user. That user's .procmailrc then has a piped mailgate statement for each each To: recipient (watch the wrap): :0 * ^TO.*sales at example.com |/opt/rt3/bin/rt-mailgate --queue "Sales" --action correspond --url http://support.example.com/ I was originally frustrated that RT didn't handle this internally, but now I appreciate the flexibility it gives me. For example, I could use procmail to archive copies in real mailboxes as a safeguard against database corruption. This would also allow me to handle issues via ordinary mail if RT was down for any reason, and I could still delegate based on the unique e-mail addresses. Another approach is to use plussed addresses, such as info+sales at example.com. If your MTA supports this, mail will be delivered to info at example.com, but you can sort into different queues based on the plussed portion. From niels=rt at bakker.net Tue Dec 9 15:48:11 2003 From: niels=rt at bakker.net (Niels Bakker) Date: Tue, 9 Dec 2003 21:48:11 +0100 Subject: [rt-users] Weird email issue with Outlook In-Reply-To: <16341.60899.753664.949453@yertle.int.kciLink.com> References: <16341.60899.753664.949453@yertle.int.kciLink.com> Message-ID: <20031209204810.GQ946@snowcrash.tpb.net> * khera at kcilink.com (Vivek Khera) [Tue 09 Dec 2003, 16:45 CET]: > >>>>> "RC" == Richie Crews writes: >> rt at XXXX.com; on behalf of; systems at XXXX.com >> This is a weird issue and only occurs on Outlook. Anyone had any >> experience with this? The reply to line is fine but the from line just >> comes in funny. I've tried turning off user friendly from lines and >> still no luck. > > Lookout! is being "friendly" and showing the SMTP sender envelope > address as the sender. As a nice side effect, all mailing list mail > these people view also look like that, with the bounce address as the > from and "on behalf of" the real author. You'd think M$ would > actually try to do the right thing, but then you'd probably expect too > much. > > There's nothing you can do about it on the sending side, since it is > entirely a dain-bramaged display issue. You can do something about it on the sending side - don't include a Sender: header. But yes, it's totally stupid for any mail user agent to actually do something with that header. -- Niels. -- From rt at brisksolutions.com Tue Dec 9 16:13:01 2003 From: rt at brisksolutions.com (Hammad) Date: Tue, 9 Dec 2003 16:13:01 -0500 Subject: [rt-users] Curse Word in Random Password Generation In-Reply-To: <20031209202113.12CC1112EB@pallas.eruditorum.org> References: <20031209202113.12CC1112EB@pallas.eruditorum.org> Message-ID: <1071004381.3fd63add8ccf5@mail.brisksolutions.com> Hi guys: I wanted to ask about the chances of getting a curse word or something close to it when generating random password and emailing to users. If we use RT as our ticketing system we can't allow that to happen in our company. Its just looks bad. I am asking because last time I generated a random password it came up as: shittme I know its not the same but quite close to something we can't allow. Is there any way to prevent that from happening? Thanks in advance. -- Hammad From autrijus at autrijus.org Tue Dec 9 16:16:33 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Wed, 10 Dec 2003 05:16:33 +0800 Subject: [rt-users] Curse Word in Random Password Generation In-Reply-To: <1071004381.3fd63add8ccf5@mail.brisksolutions.com> References: <20031209202113.12CC1112EB@pallas.eruditorum.org> <1071004381.3fd63add8ccf5@mail.brisksolutions.com> Message-ID: <20031209211633.GA41878@aut.dyndns.org> On Tue, Dec 09, 2003 at 04:13:01PM -0500, Hammad wrote: > I know its not the same but quite close to something we can't allow. Is there > any way to prevent that from happening? May I suggest Regexp::Common? :-) You can use the $RE{profanity} test and force a regeneration if it matches. Another thought is to generate number-only, but somewhat long, passwords. Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From damian at sentex.net Tue Dec 9 16:17:20 2003 From: damian at sentex.net (Damian Gerow) Date: Tue, 9 Dec 2003 16:17:20 -0500 Subject: [rt-users] Curse Word in Random Password Generation In-Reply-To: References: <20031209202113.12CC1112EB@pallas.eruditorum.org> Message-ID: <20031209211720.GP82104@sentex.net> Thus spake Hammad (rt at brisksolutions.com) [09/12/03 16:13]: > Hi guys: > > I wanted to ask about the chances of getting a curse word or something close to > it when generating random password and emailing to users. If we use RT as our > ticketing system we can't allow that to happen in our company. Its just looks > bad. I am asking because last time I generated a random password it came up as: > shittme > > I know its not the same but quite close to something we can't allow. Is there > any way to prevent that from happening? If you filter bad words, then it's not a random password. You can make them up on your own, or filter them after the fact, if you really don't want to get curse words in your passwords. From jschubert at linearcorp.com Tue Dec 9 08:48:27 2003 From: jschubert at linearcorp.com (John Schubert) Date: 09 Dec 2003 13:48:27 +0000 Subject: [rt-users] Curse Word in Random Password Generation In-Reply-To: <20031209211633.GA41878@aut.dyndns.org> References: <20031209202113.12CC1112EB@pallas.eruditorum.org> <1071004381.3fd63add8ccf5@mail.brisksolutions.com> <20031209211633.GA41878@aut.dyndns.org> Message-ID: <1070977707.1523.168.camel@localhost.localdomain> On Tue, 2003-12-09 at 21:16, Autrijus Tang wrote: > On Tue, Dec 09, 2003 at 04:13:01PM -0500, Hammad wrote: > > I know its not the same but quite close to something we can't allow. Is there > > any way to prevent that from happening? > > May I suggest Regexp::Common? :-) > > You can use the $RE{profanity} test and force a regeneration if it > matches. > > Another thought is to generate number-only, but somewhat long, > passwords. I was thinking the same, although combinations of letters and numbers. If you make every two alternate, it'd be very difficult to create a word of any meaning. Such as: fu34 at k7 John From list+rt at joreybump.com Tue Dec 9 16:55:56 2003 From: list+rt at joreybump.com (Jorey Bump) Date: Tue, 09 Dec 2003 16:55:56 -0500 Subject: [rt-users] Curse Word in Random Password Generation In-Reply-To: <1071004381.3fd63add8ccf5@mail.brisksolutions.com> References: <20031209202113.12CC1112EB@pallas.eruditorum.org> <1071004381.3fd63add8ccf5@mail.brisksolutions.com> Message-ID: <3FD644EC.6010902@joreybump.com> Hammad wrote: > Hi guys: > > I wanted to ask about the chances of getting a curse word or something close to > it when generating random password and emailing to users. If we use RT as our > ticketing system we can't allow that to happen in our company. Its just looks > bad. I am asking because last time I generated a random password it came up as: > shittme > > I know its not the same but quite close to something we can't allow. Is there > any way to prevent that from happening? Use *only* curses in your passwords, but always reverse them. Noone will ever catch on. ;) From autrijus at autrijus.org Tue Dec 9 16:54:16 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Wed, 10 Dec 2003 05:54:16 +0800 Subject: [rt-users] Curse Word in Random Password Generation In-Reply-To: <1070977707.1523.168.camel@localhost.localdomain> References: <20031209202113.12CC1112EB@pallas.eruditorum.org> <1071004381.3fd63add8ccf5@mail.brisksolutions.com> <20031209211633.GA41878@aut.dyndns.org> <1070977707.1523.168.camel@localhost.localdomain> Message-ID: <20031209215416.GA42066@aut.dyndns.org> On Tue, Dec 09, 2003 at 01:48:27PM +0000, John Schubert wrote: > I was thinking the same, although combinations of letters and numbers. > If you make every two alternate, it'd be very difficult to create a word > of any meaning. Surely you jest, sir. "sh11tm3" does not look much better. :) /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From MikeHamilton at clovisusd.k12.ca.us Tue Dec 9 17:09:40 2003 From: MikeHamilton at clovisusd.k12.ca.us (MikeHamilton at clovisusd.k12.ca.us) Date: Tue, 9 Dec 2003 14:09:40 -0800 Subject: [rt-users] Using + with MTA Message-ID: Ok...So I have figured out that I can use: rt+queue at yadayadayada.com and the MTA will figure that out, but what do I do to tell rt-mailgate that the text after the + is the name of the queue? -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ross.Patterson at CatchFS.Com Tue Dec 9 17:14:02 2003 From: Ross.Patterson at CatchFS.Com (Ross Patterson) Date: Tue, 9 Dec 2003 17:14:02 -0500 Subject: [rt-users] Curse Word in Random Password Generation In-Reply-To: <20031209215416.GA42066@aut.dyndns.org> References: <20031209202113.12CC1112EB@pallas.eruditorum.org> <1070977707.1523.168.camel@localhost.localdomain> <20031209215416.GA42066@aut.dyndns.org> Message-ID: <200312091714.02115@laptop.rap.catchfs.com> On Tuesday 09 December 2003 04:54 pm, Autrijus Tang wrote: > On Tue, Dec 09, 2003 at 01:48:27PM +0000, John Schubert wrote: > > I was thinking the same, although combinations of letters and numbers. > > If you make every two alternate, it'd be very difficult to create a word > > of any meaning. > > Surely you jest, sir. "sh11tm3" does not look much better. :) N0 pr0813m! Ju57 run 17 7hr0u6h 4n 31173-70-3n6115h 7r4n51470r f1r57! :-) -- Ross A. Patterson Chief Technology Officer CatchFIRE Systems, Inc. 5885 Trinity Parkway, Suite 220 Centreville, VA 20120 (703) 563-4164 From jari at utu.fi Tue Dec 9 16:39:03 2003 From: jari at utu.fi (Jari Lehtonen) Date: Tue, 09 Dec 2003 23:39:03 +0200 Subject: [rt-users] latin <-> utf problem in rt-mailgate In-Reply-To: <2147483647.1070975261@joydivision.utu.fi> References: <1900000.1070900586@rambutan.pingpong.net> <20031209051754.GP18918@fsck.com> <2147483647.1070975261@joydivision.utu.fi> Message-ID: <2147483647.1071013143@[192.168.0.10]> On tiistai 9. joulukuu 2003 13:07 +0200 Jari Lehtonen wrote: > I'm not Palle, but I can reproduce this issue with the latest 3.0.8pre2 > from your site. I'll send you an email that reproduces the case. I'll have to take back this statement. I can't reproduce the problem reliably with 3.0.8pre2. However, I had, during the tests earlier today, two cases of corrupted characters with this version. First was an email sent as a new ticket to RT from iPlanet Messenger Express (their webmail), and the other was a reply from Pine to a case opened earlier. Later tests from iPlanet Messenger Express, even a mail exactly like the earlier, corrupted one, went through without problems. So far, so good. Thanks for the effort to fix this, Jesse, it means a lot to us Northern Europeans! Could you describe what exactly was the problem, as I don't see much that (IMHO) relates to this in the ChangeLog? -- Jari Lehtonen Unix & Network Services University of Turku, Computing Center From rjames at circle-e.com Tue Dec 9 17:47:30 2003 From: rjames at circle-e.com (Ryan James) Date: Tue, 9 Dec 2003 16:47:30 -0600 Subject: [rt-users] RT 3 Admincc Message-ID: <000401c3bea6$6e23e2c0$6a00a8c0@jamesr> I current have a rt3 installation of about 120 queues. I am trying to find a way to do a mass add of admincc to all the queues instead of going one by one. Any help would be greatly appriciated Thanks, Ryan James --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.545 / Virus Database: 339 - Release Date: 11/27/2003 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jschubert at linearcorp.com Tue Dec 9 09:48:43 2003 From: jschubert at linearcorp.com (John Schubert) Date: 09 Dec 2003 14:48:43 +0000 Subject: [rt-users] Curse Word in Random Password Generation In-Reply-To: <200312091714.02115@laptop.rap.catchfs.com> References: <20031209202113.12CC1112EB@pallas.eruditorum.org> <1070977707.1523.168.camel@localhost.localdomain> <20031209215416.GA42066@aut.dyndns.org> <200312091714.02115@laptop.rap.catchfs.com> Message-ID: <1070981324.1523.202.camel@localhost.localdomain> On Tue, 2003-12-09 at 22:14, Ross Patterson wrote: > On Tuesday 09 December 2003 04:54 pm, Autrijus Tang wrote: > > On Tue, Dec 09, 2003 at 01:48:27PM +0000, John Schubert wrote: > > > I was thinking the same, although combinations of letters and numbers. > > > If you make every two alternate, it'd be very difficult to create a word > > > of any meaning. > > > > Surely you jest, sir. "sh11tm3" does not look much better. :) > > N0 pr0813m! Ju57 run 17 7hr0u6h 4n 31173-70-3n6115h 7r4n51470r f1r57! > > :-) Heh, my original post had one buried in it too. But again, it'd be hard for it to be a word of any meaning. Send the text above to 100 non-IT people and you'd be lucky to get more than 5 that know what you're saying. I'm still not sure what 31173 is. ;-) To be honest, it'd be nearly impossible to fill his needs if you're gonna expect people to know pr0813m as a word when you send it as a password (although I have a rule of no passwd's less than 8 char). J From rt at anothy.9srv.net Tue Dec 9 18:53:58 2003 From: rt at anothy.9srv.net (Anthony Sorace) Date: Tue, 9 Dec 2003 23:53:58 +0000 Subject: [rt-users] Login/database connectivity Message-ID: I've now done both an upgrade to 3.0.7_01, as well as a fresh install (saving full state frequently along the way, and skipping only the make initialize-database step), and the problem persists. I've reinstalled all the requisite perl modules (had problems with DBD, but it's in, and Apache::Request requires a force install, but I remember that being the case last time, too). There's an "RT" package, maintained by Jesse, in CPAN, but it's unavailable, and the CPAN web site has no info on it. This seems potentially related to the "RT::CurrentUser" stuff hitting the database logs (see below). I'm working from the theory that "RT::CurrentUser" is supposed to pass the user name I give the login page to the database (possibly after some transformation), and that's not happening. Also, I'm unable to get rt3 to produce any logging information at all. I can make the whole thing fail to run (and return a server error) if I change permissions on the directory, and it creates the file, but it never puts anything in it, despite having $LogToFile set to 'debug' in RT_SiteConfig.pm. Suggestions here? Begin forwarded message: > From: Anthony Sorace > Date: December 9, 2003 6:30:04 PM GMT+00:00 > To: rt-users at lists.fsck.com > Subject: [rt-users] Login/database connectivity > > Over the weekend, I updated the Mac OS X server running our RT3 > instance. The results... were not positive. :-) > > Everything *seems* to be working properly... other things that rely on > the database function, the web server's running... even mason and > mod_perl seem to be working, as we get the login page fine. still, > something's amiss: whenever any user, including the superuser, tries > to log in, they're immediately presented back with the login page. > > I've turned on logging for MySQL (sadly, I don't have pre-upgrade logs > to compare to), an found the problem on one level, at least. This is > the log for a user "antonio" attempting to log in: > > 031209 18:19:16 144 Connect rt_user at localhost on rt3 > 144 Query SELECT * FROM Users WHERE Name = > 'RT_System' > 144 Query SELECT * FROM Users WHERE Name = > 'Nobody' > 144 Query SELECT > GET_LOCK('Apache-Session-c159f8d7bbab4b0f9a177b520198df47', 3600) > 144 Query SELECT a_session FROM sessions > WHERE id = 'c159f8d7bbab4b0f9a177b520198df47' > 144 Query SELECT * FROM Users WHERE Name = > 'RT::CurrentUser=HASH(0x903ce8)' > 144 Query UPDATE sessions SET a_session = > '\0\0\0\n c159f8d7bbab4b0f9a177b520198df47\0\0\0 > > > _session_idRT::CurrentUser\0\0\0\0\0\?\0\0\0\rfast_update_? > \0\0\0\rcache_for_se?\0\0\0cache_p\0\0\0 > _CacheConfig\0\0\0\nid\0\0\0 > _PrimaryKeys > > RT::I18N:: > en\0\0\0\0\0\0\0\nLangHandle\nUsers\0\0\0table\0\0\0\0\0\0\0user\0\0\0 > > > CurrentUser' WHERE id = 'c159f8d7bbab4b0f9a177b520198df47' > 144 Query SELECT > RELEASE_LOCK('Apache-Session-c159f8d7bbab4b0f9a177b520198df47') > 145 Connect rt_user at localhost on rt3 > 145 Query SELECT * FROM Users WHERE Name = > 'RT_System' > 145 Query SELECT * FROM Users WHERE Name = > 'Nobody' > 031209 18:19:17 145 Query SELECT > GET_LOCK('Apache-Session-c159f8d7bbab4b0f9a177b520198df47', 3600) > 145 Query SELECT a_session FROM sessions > WHERE id = 'c159f8d7bbab4b0f9a177b520198df47' > 145 Query UPDATE sessions SET a_session = > '\0\0\0\n c159f8d7bbab4b0f9a177b520198df47\0\0\0 > > > _session_idRT::CurrentUser\0\0\0\0\0\?\0\0\0\rfast_update_? > \0\0\0\rcache_for_se?\0\0\0cache_p\0\0\0 > _CacheConfig\0\0\0\nid\0\0\0 > > _PrimaryKeys\nUsers\0\0\0table\0\0\0\0\0\0\0user\0\0\0 > > CurrentUser' WHERE id = > 'c159f8d7bbab4b0f9a177b520198df47' > 145 Query SELECT > RELEASE_LOCK('Apache-Session-c159f8d7bbab4b0f9a177b520198df47') > > Note, in particular, the multiple queries like "SELECT * FROM Users > WHERE Name = " asking for "RT_System" and "Nobody", but nothing > mentioning "antonio". His data's all correct, and can be checked using > the mysql command line utility. It looks like the > "RT::CurrentUser=HASH(0x903ce8)" on the fifth query down might be > related to my issue (clearly that's not a valid user name). Can anyone > suggest what this might be related to? > > Alternately, if anyone can tell me what hash function RT uses to > produce the user hash above, I'd like to verify my working theory by > checking to see if "antonio" indeed hashes to "0x903ce8". > > I'm using 3.0.6 with MySQL 4.0.14, Apache 1.3.28, Perl 5.8.1 RC3, > mod_perl 1.26. > > Any and all pointers much appreciated. > > Anthony Sorace > CIBERNET Corp > Director of Information Technology > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 list+rt at joreybump.com Tue Dec 9 18:56:38 2003 From: list+rt at joreybump.com (Jorey Bump) Date: Tue, 09 Dec 2003 18:56:38 -0500 Subject: [rt-users] Using + with MTA In-Reply-To: References: Message-ID: <3FD66136.1040405@joreybump.com> MikeHamilton at clovisusd.k12.ca.us wrote: > > Ok...So I have figured out that I can use: > > rt+queue at yadayadayada.com > > and the MTA will figure that out, but what do I do to tell rt-mailgate > that the text after the + is the name of the queue? In .procmailrc (watch the wrap, the piped statement is one line): :0 * ^TO.*rt+queue at yadayadayada.com |/opt/rt3/bin/rt-mailgate --queue "queue" --action correspond --url http://support.yadayadayada.com/ In /etc/aliases (for sendmail, on one line): rt+queue: "|/etc/smrsh/rt-mailgate --queue queue --action correspond --url http://support.yadayadayada.com/" Adapt this to the subtleties of your environment. From jtaylor at bastyr.edu Tue Dec 9 19:11:40 2003 From: jtaylor at bastyr.edu (Jason Taylor) Date: Tue, 09 Dec 2003 16:11:40 -0800 Subject: [rt-users] cannot bookmark searches on relative comparisons? In-Reply-To: <20031027213304.GC64020@anderson.unchi.org> References: <20031027213304.GC64020@anderson.unchi.org> Message-ID: <3FD664BC.5050601@bastyr.edu> Yes, I'm seeing more or less the same thing. I think it may have something to do with length of the URL. I'm running RT 3.0.7 on FreeBSD 4.8 and using Firebird 0.7. Tim Pierce wrote: > Hi, folks -- > > I am using RT 3.0.2 and am having trouble bookmarking searches that > involve relative comparisons. For example: > > * I search for tickets where "owner = joe" and "priority < 100" > * Bookmark this search. > * Search for tickets where "owner = fred", but don't bookmark it. > * Open a new browser window. > * Visit the bookmarked search. > > The bookmarked search should show me Joe's tickets with priority less > than 100, but instead it shows me Fred's tickets -- it returns the > currently cached search rather than the one frozen in my bookmark. > > Has anyone seen behavior like this? I was not able to find any > similar problem reports in the rt-users archive or elsewhere on > Google, and nothing in the release notes to suggest that this behavior > had been noted and fixed. > > -- Tim Pierce > twp at unchi.org > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 madonna at worldoftomorrow.net Tue Dec 9 21:18:48 2003 From: madonna at worldoftomorrow.net (Steve Madonna) Date: Tue, 09 Dec 2003 18:18:48 -0800 Subject: [rt-users] Email.pm and User Account Creation Message-ID: <3FD68288.2050009@worldoftomorrow.net> Hi, I'm trying to give newly created accounts access to the web interface automatically. Seaching the [rt-user] archives pointed me to Email.pm. I've changed the various parameters in the CreateUser function: my ($Val, $Message) = $NewUser->Create(Name => ($Username || $Address), EmailAddress => $Address, RealName => $Name, Password => undef, Privileged => 0, Comments => 'Autocreated on ticket submission' ); Various posts said that just changing the Password line from undef to something like ($Username || $Address) would allow a newly created account. Not in my case. If I change any of these parameters, they don't seem to take effect at all. As a test, I changed Comments to say 'Test account' instead of the default. The first test account created via email had this comment text. The very next account created was back to the default?!?!? Pretty crazy. Does anyone have any experience hacking this file? Suggestions on what I need to do? Thanks in advance for any info. RT Specs on my system: RT 3.0.7_01 Apache 1.3.29 Perl 5.8.2 Mod_Perl 1.29 -Steve From jtaylor at bastyr.edu Tue Dec 9 21:34:30 2003 From: jtaylor at bastyr.edu (Jason Taylor) Date: Tue, 09 Dec 2003 18:34:30 -0800 Subject: [rt-users] cannot bookmark searches on relative comparisons? In-Reply-To: <3FD664BC.5050601@bastyr.edu> References: <20031027213304.GC64020@anderson.unchi.org> <3FD664BC.5050601@bastyr.edu> Message-ID: <3FD68636.6080104@bastyr.edu> >> Tim Pierce wrote: >> >> Hi, folks -- >> >> I am using RT 3.0.2 and am having trouble bookmarking searches that >> involve relative comparisons. For example: >> >> * I search for tickets where "owner = joe" and "priority < 100" >> * Bookmark this search. >> * Search for tickets where "owner = fred", but don't bookmark it. >> * Open a new browser window. >> * Visit the bookmarked search. >> >> The bookmarked search should show me Joe's tickets with priority less >> than 100, but instead it shows me Fred's tickets -- it returns the >> currently cached search rather than the one frozen in my bookmark. >> >> Has anyone seen behavior like this? I was not able to find any >> similar problem reports in the rt-users archive or elsewhere on >> Google, and nothing in the release notes to suggest that this behavior >> had been noted and fixed. >> >> -- Tim Pierce >> twp at unchi.org >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.fsck.com >> http://lists.fsck.com/mailman/listinfo/rt-users >> >> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > Jason Taylor wrote: > > Yes, I'm seeing more or less the same thing. I think it may have > something to do with length of the URL. > > I'm running RT 3.0.7 on FreeBSD 4.8 and using Firebird 0.7. Forgive me for 1) top posting last time and, 2) replying to myself. I've been struggling with this for hours now and haven't gotten very far. I can tell that the entire HTTP request is making it to Apache from my httpd-access.log. I've also tested that the OS can handle environment variable sizes up to 4k. Here are a couple more spec's: Apache 2.0.48 mod_fastcgi 2.4.0 My suspicions are still leaning toward a URL length issue. Maybe getting truncated in Mason or some other perl module. I know nothing about Mason. I've also considered the possibility that it might be a caching issue with FastCGI of which I also know nothing. I did spend some time looking at some FastCGI docs, but I didn't find anything useful. Is anyone else either definitely seeing or *not* seeing this behavior? Any pointers on where to look next or FMs to R will be greatly appreciated. From rt at brisksolutions.com Tue Dec 9 21:36:05 2003 From: rt at brisksolutions.com (Hammad) Date: Tue, 9 Dec 2003 21:36:05 -0500 Subject: [rt-users] Re: Curse Word in Random Password Generation In-Reply-To: References: Message-ID: <1071023765.3fd6869527e4a@mail.brisksolutions.com> Thanks guys for your reply, I liked couple of ideas. One to generate only numbers, another to generate letters + numbers. Now is something like that already in place to generate number and/or letters+numbers or do I have to implement it from scratch. I am currently using "GenerateRandomNextChar" to generate a password and send it automatically to users. Is there a way to manipulate that function and generate only numbers. -- Hammad | On Tue, Dec 09, 2003 at 04:13:01PM -0500, Hammad wrote: | > I know its not the same but quite close to something we can't allow. Is | there | > any way to prevent that from happening? | | May I suggest Regexp::Common? :-) | | You can use the $RE{profanity} test and force a regeneration if it | matches. | | Another thought is to generate number-only, but somewhat long, | passwords. | | Thanks, | /Autrijus/ From iqbala at qwestip.net Tue Dec 9 21:59:48 2003 From: iqbala at qwestip.net (Asif Iqbal) Date: Tue, 9 Dec 2003 21:59:48 -0500 (EST) Subject: [rt-users] Rights to drop ticket to a queue Message-ID: Hi All User A is a member of Queue A. What would be the minimum rights User A needs to drop a ticket to Queue B using pull down menu. I am using RT 3.0.5 with mysql 4.0.13 All suggestions/directions are greatly appreciated Thanks -- Asif Iqbal http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08 There's no place like 127.0.0.1 From m-liebman at northwestern.edu Tue Dec 9 22:03:52 2003 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Tue, 09 Dec 2003 22:03:52 -0500 Subject: [rt-users] RT on Windows In-Reply-To: <20031209172739.GB40772@aut.dyndns.org> References: <20031209172739.GB40772@aut.dyndns.org> Message-ID: <6.0.1.1.2.20031209215937.0292ce20@pop.mail.yahoo.com> At 12:27 PM 12/9/2003, Autrijus Tang wrote: >Please use 3.0.7, not 3.0.4. I wonder where did everybody get the >3.0.4 link? The latest installers are always available on: > > http://p4.elixus.org/dist/ Is there a non-installer based version of the Windows port available? If not, can you give some pointers on what is needed to get the standard source tarball working under Windows? I'm primarily interested in the Windows port for test and development, which means lots of work at home. Having to download and run additional versions of Perl, MySQL and Apache is inconvenient over a modem. I'd be glad to continue your work on the popgate, if I can get RT running on Windows without the installer. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From pmcgraw at aamc.org Tue Dec 9 22:22:27 2003 From: pmcgraw at aamc.org (Paula McGraw) Date: Tue, 09 Dec 2003 22:22:27 -0500 Subject: [rt-users] RT on Windows Message-ID: What worked for me is to run the installer on high speed access - you eventually get the individual downloads - burn to CD - transfer to home. The installer zip right through if the downloads are available locally. >>> "Michael S. Liebman" 12/9/2003 10:03:52 PM >>> At 12:27 PM 12/9/2003, Autrijus Tang wrote: >Please use 3.0.7, not 3.0.4. I wonder where did everybody get the >3.0.4 link? The latest installers are always available on: > > http://p4.elixus.org/dist/ Is there a non-installer based version of the Windows port available? If not, can you give some pointers on what is needed to get the standard source tarball working under Windows? I'm primarily interested in the Windows port for test and development, which means lots of work at home. Having to download and run additional versions of Perl, MySQL and Apache is inconvenient over a modem. I'd be glad to continue your work on the popgate, if I can get RT running on Windows without the installer. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 jflanders at burrelles.com Tue Dec 9 22:37:29 2003 From: jflanders at burrelles.com (jflanders at burrelles.com) Date: Tue, 9 Dec 2003 22:37:29 -0500 Subject: [rt-users] html only message do not display in RT Message-ID: I went with stiphtml since it won't remove attachments like stripmime does. It also sits between sendmail and RT so you don't need to mod RT. To use it change your sendmail alias to something like "|striphtmlemail.pl|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://localhost/" and its set to go. Our companies programmer made a few changes to remove a few extra characters But it still isn't perfect it can't remove blank lines so messages have large amounts of blank space before the actual text. Jarrod Flanders A+, Network+ Computer Technician Burrelles Information Services, LLC -----Original Message----- From: jesse [mailto:jesse at bestpractical.com] Sent: Tuesday, December 09, 2003 1:08 PM To: cubic Cc: michael; rt-users Subject: Re: [rt-users] html only message do not display in RT On Tue, Dec 09, 2003 at 09:01:04PM +0300, Ruslan U. Zakirov wrote: > I've posted simple patch that use HTML::Scrubber to convert HTML to > plain text. It's useable and could be changed to produce HTML scrubbered > from JS or other active objects. > > I can do this patch more nice if you will agree merge it in other case > it's enought for our users. I'll take a patch that produces a "simple" plain text version of html mail for RT 3.1. Producing scrubbed html still has the possibility of a malicious end user writing html which mimicks the rest of RT's user interface to its own evil ends. -- 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 -------------- next part -------------- A non-text attachment was scrubbed... Name: striphtmlemail.pl Type: application/octet-stream Size: 9747 bytes Desc: not available URL: From rt at northpb.com Tue Dec 9 22:41:12 2003 From: rt at northpb.com (rt at northpb.com) Date: Tue, 9 Dec 2003 19:41:12 -0800 (PST) Subject: [rt-users] email to internal requestors not working Message-ID: I've read through the FAQ's with regard to the message "No recipients found. Not sending." in the log files and implemented the suggested permissions settings - specifically allowing everyone to be a watcher. There's still one case where the above message is generated and email is not set. When the requestor is internal and a reply is entered through the web interface, that reply will not be sent to the requestor. Requestor: fred at dormant.com Domain: dormant.com RT Version: 3.0.6 1. fred opens a new ticket 2. mail is sent and recieved by fred stating that the ticket has been opened. 3. the person to whom the ticket is assigned does a 'Reply' through the web interface and presses the Submit button. 4. RT does its thing and reports in the log file that no recipients have been found and its not sending any email. This is driving me nuts this evening. Perhaps it is a configuration error, so here's my RT_SiteConfig.pm file (with domains changed to match the example) Set($LogToSyslog , 'debug'); Set($LogToScreen , 'error'); Set($LogToFile , 'debug'); Set($rtname , "dormant.com"); Set($Organization , "dormant.com"); Set($WebBaseURL , "http://rt.dormant.com"); Set($Timezone , 'US/Pacific'); Set($DatabaseType , 'Pg'); Set($DatabasePort , ''); Set($OwnerEmail , 'rtadmin'); Set($LogDir , '/opt/rt3/var/log'); Set($RTAddressRegexp , '^rt\@dormant.com$'); 1; Thanks, hope you can help. From ritu at netcore.co.in Wed Dec 10 01:31:39 2003 From: ritu at netcore.co.in (Ritu Khetan) Date: Wed, 10 Dec 2003 12:01:39 +0530 Subject: [rt-users] Configuring Apache for RT In-Reply-To: <01ae01c3be46$18714350$78d96f83@starfruit> References: <1070963909.15382.14.camel@efv2.netcore.co.in> <01ae01c3be46$18714350$78d96f83@starfruit> Message-ID: <1071037899.12147.2.camel@efv2.netcore.co.in> Hello Max, I have tried the config you gave below but in vain. The problem persists. This is what Apache's error log shows: Directory index forbidden by rule: /opt/rt3/share/html/ I need to resolve this quickly and am not able to find any solution. Pls help. Regards, Ritu On Tue, 2003-12-09 at 16:47, Max Bowsher wrote: > Ritu Khetan wrote: > >> Hello all, > >> > >> I am trying to configure Apache for RT with the following VirtualHost > >> entry: > >> > >> > >> ServerName 192.168.2.60 > >> DocumentRoot /opt/rt3/share/html > >> ErrorLog logs/rt-error.log > >> AddDefaultCharset UTF-8 > >> PerlModule Apache::DBI > >> PerlRequire /opt/rt3/bin/webmux.pl > >> > >> > >> SetHandler perl-script > >> PerlHandler RT::Mason > >> > >> > >> > >> Further I also have, DirectoryIndex index.html enabled. But yet, I am > >> not able to access RT front end without specifying index.html in the > >> URL. > >> > >> I am using Apache 2.0.8. Any help on DirectoryIndex would be of great > >> help. > > DirectoryIndex doesn't seem to function in SetHandler perl-script > directories. > I don't know enough about Apache internals to know if there is a more > elegant solution, but this is what I am using: > > > > SetHandler perl-script > PerlHandler RT::Mason > > > > SetHandler perl-script > PerlHandler RT::Mason > > > SetHandler perl-script > PerlHandler RT::Mason > > > SetHandler perl-script > PerlHandler RT::Mason > > > Max. > ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From maxb at ukf.net Wed Dec 10 04:06:15 2003 From: maxb at ukf.net (Max Bowsher) Date: Wed, 10 Dec 2003 09:06:15 -0000 Subject: [rt-users] Configuring Apache for RT References: <1070963909.15382.14.camel@efv2.netcore.co.in> <01ae01c3be46$18714350$78d96f83@starfruit> <1071037899.12147.2.camel@efv2.netcore.co.in> Message-ID: <00bb01c3befc$de9d1b60$78d96f83@starfruit> Ritu Khetan wrote: > Hello Max, > > I have tried the config you gave below but in vain. The problem > persists. This is what Apache's error log shows: > > Directory index forbidden by rule: /opt/rt3/share/html/ Add: Order allow,deny Allow from all Options Indexes to your ... block. Max. > I need to resolve this quickly and am not able to find any solution. Pls > help. > > Regards, > Ritu > On Tue, 2003-12-09 at 16:47, Max Bowsher wrote: > >> Ritu Khetan wrote: >>>> Hello all, >>>> >>>> I am trying to configure Apache for RT with the following VirtualHost >>>> entry: >>>> >>>> >>>> ServerName 192.168.2.60 >>>> DocumentRoot /opt/rt3/share/html >>>> ErrorLog logs/rt-error.log >>>> AddDefaultCharset UTF-8 >>>> PerlModule Apache::DBI >>>> PerlRequire /opt/rt3/bin/webmux.pl >>>> >>>> >>>> SetHandler perl-script >>>> PerlHandler RT::Mason >>>> >>>> >>>> >>>> Further I also have, DirectoryIndex index.html enabled. But yet, I am >>>> not able to access RT front end without specifying index.html in the >>>> URL. >>>> >>>> I am using Apache 2.0.8. Any help on DirectoryIndex would be of great >>>> help. >> >> DirectoryIndex doesn't seem to function in SetHandler perl-script >> directories. >> I don't know enough about Apache internals to know if there is a more >> elegant solution, but this is what I am using: >> >> >> >> SetHandler perl-script >> PerlHandler RT::Mason >> >> >> >> SetHandler perl-script >> PerlHandler RT::Mason >> >> >> SetHandler perl-script >> PerlHandler RT::Mason >> >> >> SetHandler perl-script >> PerlHandler RT::Mason >> >> >> Max. >> > > ---------------------------------------------------------------- > > NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 > > MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in > > Pragatee: Integrated Server-Software Suite: http://www.pragatee.com > > Emergic Freedom: Server-centric Computing: http://www.emergic.com > > BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com > > Deeshaa: Rural Development: http://www.deeshaa.com > > Rajesh Jain's Weblog on Technology: http://www.emergic.org > ---------------------------------------------------------------- From maxb at ukf.net Wed Dec 10 04:07:53 2003 From: maxb at ukf.net (Max Bowsher) Date: Wed, 10 Dec 2003 09:07:53 -0000 Subject: [rt-users] Email.pm and User Account Creation References: <3FD68288.2050009@worldoftomorrow.net> Message-ID: <00c501c3befd$196d4260$78d96f83@starfruit> Steve Madonna wrote: > ..... As a test, I changed Comments to say 'Test > account' instead of the default. The first test account created via > email had this comment text. The very next account created was back to > the default?!?!? Pretty crazy. Sounds like some Apache child processes have the old version cached, others don't. Restart Apache. Max. From stefano.razzauti at yogitech.com Wed Dec 10 04:26:12 2003 From: stefano.razzauti at yogitech.com (stefano) Date: Wed, 10 Dec 2003 10:26:12 +0100 Subject: [rt-users] problem with mail-gateway conf. In-Reply-To: <3FD5FBF4.70907@joreybump.com> References: <3FD5E30F.9000000@yogitech.com> <3FD5F2AB.7010800@joreybump.com> <3FD5F75A.2030905@yogitech.com> <3FD5FBF4.70907@joreybump.com> Message-ID: <3FD6E6B4.9060701@yogitech.com> I followed exactly your suggestions: -bash-2.05b# sendmail -d0.20 -bv | grep smrsh mailer 0 (prog): P=/usr/sbin/smrsh S=EnvFromL/HdrFromL R=EnvToL/HdrToL M=0 U=0:0 F=9DFMeloqsu L=0 E=\n T=X-Unix/X-Unix/X-Unix r=100 A=smrsh -c $u So I think smrsh is used by sendmail. Then I put the rt-mailgate symlink inside /etc/smrsh and I modified the /etc/aliases adding the following line: rt:"|/etc/smrsh/rt-mailgate --queue ITgroup --action correspond --url=http://rt.yogitech.int:9091 then I run the newaliases command to refresh them. But when I try to send an e-mail to the rt mail account, I got the mail reply with the following body: ----- The following addresses had permanent fatal errors ----- "|/etc/smrsh/rt-mailgate --queue ITgroup --action correspond --url=http://rt.yogitech.int:9091" (reason: Service unavailable) (expanded from: ) ----- Transcript of session follows ----- smrsh: "rt-mailgate" not available for sendmail programs (stat failed) Looking the /var/log/maillog file, the messages logged are: Dec 10 11:17:19 jose sendmail[13247]: hBAAHJTG013247: from=, size=777, class=0, nrcpts=1, msgid=<3FD6E4DE.5040103 at yogitech.com>, bodytype=7BIT, proto=ESMTP, daemon=MTA, relay=localhost.localdomain [127.0.0.1] Dec 10 11:17:19 jose sendmail[13249]: hBAAHJTG013247: Warning: program /usr/sbin/smrsh unsafe: Group writable file Dec 10 11:17:19 jose smrsh: uid 8: attempt to use "rt-mailgate --queue ITgroup --action correspond --url=http://rt.yogitech.int:9091" (stat failed) Dec 10 11:17:19 jose sendmail[13248]: hBAAHJTG013247: to="|/etc/smrsh/rt-mailgate --queue ITgroup --action correspond --url=http://rt.yogitech.int:9091", ctladdr= (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30962, dsn=5.0.0, stat=Service unavailable Dec 10 11:17:19 jose sendmail[13248]: hBAAHJTG013247: hBAAHJTG013248: DSN: Service unavailable Dec 10 11:17:25 jose sendmail[13248]: hBAAHJTG013248: to=, delay=00:00:06, xdelay=00:00:05, mailer=relay, pri=31986, relay=mail.yogitech.com. [194.153.172.36], dsn=2.0.0, stat=Sent (hBA94S918691 Message accepted for delivery) ste 554 5.0.0 Service unavailable Jorey Bump wrote: > stefano wrote: > >> Hi Jorey, >> I've tried to add a symlink in /etc/smrsh pointing to rt-mailgate and >> now the error I obtain is: >> >> ----- The following addresses had permanent fatal errors ----- >> "|/home/rt/rt-yogitech/bin/rt-mailgate --queue ITgroup --action >> correspond >> (reason: Service unavailable) >> (expanded from: ) >> >> ----- Transcript of session follows ----- >> 553 5.0.0 "|/home/rt/rt-yogitech/bin/rt-mailgate --queue ITgroup >> --action correspond... Unbalanced '"' >> smrsh: "rt-mailgate" not available for sendmail programs (stat failed) >> 554 5.0.0 Service unavailable > > > It's better to approach this systematically: > > First, find out if your version of sendmail is using smrsh: > > sendmail -d0.20 -bv | grep smrsh > > If it is, then add a symlink: > > cd /etc/smrsh > ln -s /home/rt/rt-yogitech/bin/rt-mailgate rt-mailgate > > Then in /etc/aliases put this (on one line): > > rt: "|/etc/smrsh/rt-mailgate --queue ITgroup --action correspond > --url http://itgroup.example.com/" > > Save the file and generate your new aliases table: > > newaliases > > Check your log for errors. If there aren't any, send a message to RT. > It should work. > > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From dlbrett at zoominternet.net Wed Dec 10 08:16:01 2003 From: dlbrett at zoominternet.net (Don Brett) Date: Wed, 10 Dec 2003 08:16:01 -0500 Subject: [rt-users] Should rt.jpg be displayed? Message-ID: <3FD71C91.DDFC156D@zoominternet.net> I have a new installation of RT3, which seems to work fine. But the image displayed on the top left-hand corner is bplogo.gif. Should it be rt.jpg ? Thanks, Don From twp at unchi.org Wed Dec 10 09:03:35 2003 From: twp at unchi.org (Tim Pierce) Date: Wed, 10 Dec 2003 09:03:35 -0500 Subject: [rt-users] cannot bookmark searches on relative comparisons? In-Reply-To: <3FD68636.6080104@bastyr.edu> References: <20031027213304.GC64020@anderson.unchi.org> <3FD664BC.5050601@bastyr.edu> <3FD68636.6080104@bastyr.edu> Message-ID: <20031210140335.GE75871@anderson.unchi.org> On Tue, Dec 09, 2003 at 06:34:30PM -0800, Jason Taylor wrote: > >>Tim Pierce wrote: > >> > >>I am using RT 3.0.2 and am having trouble bookmarking searches that > >>involve relative comparisons. For example: > >> > >> * I search for tickets where "owner = joe" and "priority < 100" > >> * Bookmark this search. > >> * Search for tickets where "owner = fred", but don't bookmark it. > >> * Open a new browser window. > >> * Visit the bookmarked search. > > My suspicions are still leaning toward a URL length issue. Maybe > getting truncated in Mason or some other perl module. Oops, I fixed this after a couple days of hunting but neglected to post the fix back to the list (since no one else seemed to be bothered by it :-) Unfortunately my development environment is a little squotzed at the moment, so I don't have true diffs to give you, but you need to modify Search/Listing.html. There's a line that looks like this: <&|/l&>Bookmarkable URL for this search "FreezeLimits()|u" should be changed to "FreezeLimits()|u,n": <&|/l&>Bookmarkable URL for this search The reason is that RT is both HTML-escaping and URL-escaping the bookmark search parameters when it sends this URL to the browser, but it doesn't HTML-unescape the string when the browser sends it back. So the server attempts to perform a search on criteria like "priority < 100" which of course is not intelligible to SQL. Since the string is already being URL-escaped (with the "|u") flag, we can turn off HTML-escaping (which is what adding ",n" means). At some point I'll collect my changes and submit a proper diff for this fix. -- twp From Samuel.Senoner at eurac.edu Wed Dec 10 09:32:09 2003 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Wed, 10 Dec 2003 15:32:09 +0100 Subject: [rt-users] Rights to drop ticket to a queue Message-ID: <8ABC35686C73554691F3481C4023BE5EF17E2D@abz01be.eurac.edu> If User A wants to modify (move to another queue) a ticket in queue A he needs modify rights on that queue. If he wants to see queue b in the basics menu, he needs see queue rights on queue b If he wants to create a new ticket or move a ticket to queue b he needs create ticket right on queue b. Samuel -----Original Message----- From: Asif Iqbal [mailto:iqbala at qwestip.net] Sent: Wednesday,10 December,2003 04:00 To: rt-users at lists.fsck.com Subject: [rt-users] Rights to drop ticket to a queue Hi All User A is a member of Queue A. What would be the minimum rights User A needs to drop a ticket to Queue B using pull down menu. I am using RT 3.0.5 with mysql 4.0.13 All suggestions/directions are greatly appreciated 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 niels=rt at bakker.net Wed Dec 10 09:34:56 2003 From: niels=rt at bakker.net (Niels Bakker) Date: Wed, 10 Dec 2003 15:34:56 +0100 Subject: [rt-users] problem with mail-gateway conf. In-Reply-To: <3FD6E6B4.9060701@yogitech.com> References: <3FD5E30F.9000000@yogitech.com> <3FD5F2AB.7010800@joreybump.com> <3FD5F75A.2030905@yogitech.com> <3FD5FBF4.70907@joreybump.com> <3FD6E6B4.9060701@yogitech.com> Message-ID: <20031210143455.GV946@snowcrash.tpb.net> * stefano.razzauti at yogitech.com (stefano) [Wed 10 Dec 2003, 10:27 CET]: > Dec 10 11:17:19 jose sendmail[13249]: hBAAHJTG013247: Warning: program > /usr/sbin/smrsh unsafe: Group writable file Pretty clear, isn't it? Check the permissions of that file, should be 555 owner/group root/root, most likely. -- Niels. -- From stefano.razzauti at yogitech.com Wed Dec 10 09:38:59 2003 From: stefano.razzauti at yogitech.com (stefano) Date: Wed, 10 Dec 2003 15:38:59 +0100 Subject: [rt-users] problem with mail-gateway conf. In-Reply-To: <20031210143455.GV946@snowcrash.tpb.net> References: <3FD5E30F.9000000@yogitech.com> <3FD5F2AB.7010800@joreybump.com> <3FD5F75A.2030905@yogitech.com> <3FD5FBF4.70907@joreybump.com> <3FD6E6B4.9060701@yogitech.com> <20031210143455.GV946@snowcrash.tpb.net> Message-ID: <3FD73003.3020903@yogitech.com> I've just modified that permissions to 755, but I suppose this is only a warning message, not the reason why my mail-gateway doesn't work. Do you know what the other messages mean? ste Niels Bakker wrote: >* stefano.razzauti at yogitech.com (stefano) [Wed 10 Dec 2003, 10:27 CET]: > > >>Dec 10 11:17:19 jose sendmail[13249]: hBAAHJTG013247: Warning: program >>/usr/sbin/smrsh unsafe: Group writable file >> >> > >Pretty clear, isn't it? Check the permissions of that file, should be >555 owner/group root/root, most likely. > > > -- Niels. > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From garym at canada.com Wed Dec 10 09:53:28 2003 From: garym at canada.com (Gary Lawrence Murphy) Date: Wed, 10 Dec 2003 09:53:28 -0500 Subject: [rt-users] Template manual? References: <3FD68288.2050009@worldoftomorrow.net> <00c501c3befd$196d4260$78d96f83@starfruit> Message-ID: Greeting fellow RT fans First off, amazing bit of work this RT thing; I had used it once before, many years ago (before the dot-bomb), and based on that experience I recommended it to xmlteam.com -- in the tail of the latest email from their CEO Alan Karben I found, "Other things I'm excited about: RT, ThinkSMS.co.uk ..." Top of his list. RT blew them away. But I have a lot of catch-up to do; whatever I /did/ know about RT I've long since forgotten and was probably obsolete anyway. My immediate issues are with customizing notification emails. For some of the settings, the manual is a silent on the config variables and the RT_Config comments say where, but don't say /how/ the values are used, or what might be reasonable examples ;) 1) in practical terms, what do people use as the CorrespondAddress and CommentAddress? Are these best set to rt@ and rt-comment@ or should they point to people? 2) The From: _name_ part in my emails is coming out as the /description/ of the queue; can I change this to the _name_ of the queue? Because we hope to allow trusted customers into the web interface, I would like to use very descriptive descriptions. 3) Related to (2), is it possible to use the name of the queue instead of the queue number in the Subject line? I'd love to tell customers to post their issues with a subject line [xmlteam.com FeedFetcher] I did find the Mason templates for the webpage and started tinkering with them, but is there a rule-base somewhere that describes all the variables available? Another small problem I found with the current (PDF) manual is that it describes what it means to Own Ticket, but not how this might differ from Take Ticket. Something that has probably been talked about before, but I'll add my two cents because I have seen it work very well in the Drupal.org project: Have you considered installing a WikiWiki server on the home website to let the users of RT maintain the user manual? The nagios.org project also gets good results running a FAQ-o-Matic. -- Gary Lawrence Murphy www.teledyn.com/mt - www.teledyn.com - sbp.teledyn.com You don't play what you know; you play what you hear. From garym at canada.com Wed Dec 10 09:55:01 2003 From: garym at canada.com (Gary Lawrence Murphy) Date: Wed, 10 Dec 2003 09:55:01 -0500 Subject: [rt-users] Should rt.jpg be displayed? References: <3FD71C91.DDFC156D@zoominternet.net> Message-ID: >>>>> "D" == Don Brett writes: D> I have a new installation of RT3, which seems to work fine. D> But the image displayed on the top left-hand corner is D> bplogo.gif. Should it be rt.jpg ? Thanks, Don the logo is hard-coded into the template at share/html/Elements/Header -- Gary Lawrence Murphy www.teledyn.com/mt - www.teledyn.com - sbp.teledyn.com You don't play what you know; you play what you hear. From garym at canada.com Wed Dec 10 09:57:25 2003 From: garym at canada.com (Gary Lawrence Murphy) Date: Wed, 10 Dec 2003 09:57:25 -0500 Subject: [rt-users] problem with mail-gateway conf. References: <3FD5E30F.9000000@yogitech.com> <3FD5F2AB.7010800@joreybump.com> <3FD5F75A.2030905@yogitech.com> <3FD5FBF4.70907@joreybump.com> <3FD6E6B4.9060701@yogitech.com> Message-ID: You shouldn't change the aliases line, just create the symlink in /etc/smrsh and all should be well. If you are using a newer distro (RH9 for example) you will also need to modify your sendmail.mc to allow outside emails and then regenerate the sendmail.cf -- Gary Lawrence Murphy www.teledyn.com/mt - www.teledyn.com - sbp.teledyn.com You don't play what you know; you play what you hear. From vbono at vinny.org Wed Dec 10 10:04:11 2003 From: vbono at vinny.org (Vincent J. Bono) Date: Wed, 10 Dec 2003 10:04:11 -0500 Subject: [rt-users] Default Queue Watchers not Showing as CC or Admin CCon Ticket References: <13A9DD1B2B89B741B0C3EFDA58131F870FBD42@utah.mihlfeld.com><012401c3bdfc$b1fcaa40$5c80ba8c@VINDESKTOP> <20031209030434.GV768@moreton.com.au> Message-ID: <005801c3bf2e$e1bb86b0$6789fea9@VinnyPavillion> Oh. Erm. Anyone have a custom scrip to add people who are Q watchers to the tickets that get created in that Q? -vb ----- Original Message ----- From: "Phil Homewood" To: Sent: Monday, December 08, 2003 10:04 PM Subject: Re: [rt-users] Default Queue Watchers not Showing as CC or Admin CCon Ticket > Vincent J. Bono wrote: > > I must bee setting somthing wrong, but when I create a ticket, the default > > watchers on the Queue don't show up in the ticket as CCs or AdminCCs. > > That's The Way It Works. They're watching the queue, which implies > watching tickets in it; ticket watchers don't have to be queue > watchers. > -- > Phil Homewood, Systems Janitor, http://www.SnapGear.com > pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 > SnapGear - A CyberGuard Company > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 niels=rt at bakker.net Wed Dec 10 10:05:08 2003 From: niels=rt at bakker.net (Niels Bakker) Date: Wed, 10 Dec 2003 16:05:08 +0100 Subject: [rt-users] problem with mail-gateway conf. In-Reply-To: <3FD73003.3020903@yogitech.com> References: <3FD5E30F.9000000@yogitech.com> <3FD5F2AB.7010800@joreybump.com> <3FD5F75A.2030905@yogitech.com> <3FD5FBF4.70907@joreybump.com> <3FD6E6B4.9060701@yogitech.com> <20031210143455.GV946@snowcrash.tpb.net> <3FD73003.3020903@yogitech.com> Message-ID: <20031210150507.GW946@snowcrash.tpb.net> * stefano.razzauti at yogitech.com (stefano) [Wed 10 Dec 2003, 15:42 CET]: > I've just modified that permissions to 755, but I suppose this is only a > warning message, not the reason why > my mail-gateway doesn't work. > > Do you know what the other messages mean? Actually I wasn't paying attention either, the problem lies here: | Dec 10 11:17:19 jose smrsh: uid 8: attempt to use "rt-mailgate --queue | ITgroup --action correspond --url=http://rt.yogitech.int:9091" (stat | failed) Are you sure /etc/smrsh/ is the correct directory, and the symlink is there correctly? If so, tried copying the script there directly? -- Niels. -- From jschubert at linearcorp.com Wed Dec 10 02:10:06 2003 From: jschubert at linearcorp.com (John Schubert) Date: 10 Dec 2003 07:10:06 +0000 Subject: [rt-users] Configuring Apache for RT In-Reply-To: <00bb01c3befc$de9d1b60$78d96f83@starfruit> References: <1070963909.15382.14.camel@efv2.netcore.co.in> <01ae01c3be46$18714350$78d96f83@starfruit> <1071037899.12147.2.camel@efv2.netcore.co.in> <00bb01c3befc$de9d1b60$78d96f83@starfruit> Message-ID: <1071040206.2442.10.camel@localhost.localdomain> I tried adding this, however, configtest complains that "order is not allowed here". John On Wed, 2003-12-10 at 09:06, Max Bowsher wrote: > Ritu Khetan wrote: > > Hello Max, > > > > I have tried the config you gave below but in vain. The problem > > persists. This is what Apache's error log shows: > > > > Directory index forbidden by rule: /opt/rt3/share/html/ > > Add: > > Order allow,deny > Allow from all > Options Indexes > > to your ... block. > > > Max. > > > > > > I need to resolve this quickly and am not able to find any solution. Pls > > help. > > > > Regards, > > Ritu > > On Tue, 2003-12-09 at 16:47, Max Bowsher wrote: > > > >> Ritu Khetan wrote: > >>>> Hello all, > >>>> > >>>> I am trying to configure Apache for RT with the following > VirtualHost > >>>> entry: > >>>> > >>>> > >>>> ServerName 192.168.2.60 > >>>> DocumentRoot /opt/rt3/share/html > >>>> ErrorLog logs/rt-error.log > >>>> AddDefaultCharset UTF-8 > >>>> PerlModule Apache::DBI > >>>> PerlRequire /opt/rt3/bin/webmux.pl > >>>> > >>>> > >>>> SetHandler perl-script > >>>> PerlHandler RT::Mason > >>>> > >>>> > >>>> > >>>> Further I also have, DirectoryIndex index.html enabled. But yet, I am > >>>> not able to access RT front end without specifying index.html in the > >>>> URL. > >>>> > >>>> I am using Apache 2.0.8. Any help on DirectoryIndex would be of great > >>>> help. > >> > >> DirectoryIndex doesn't seem to function in SetHandler perl-script > >> directories. > >> I don't know enough about Apache internals to know if there is a more > >> elegant solution, but this is what I am using: > >> > >> > >> > >> SetHandler perl-script > >> PerlHandler RT::Mason > >> > >> > >> > >> SetHandler perl-script > >> PerlHandler RT::Mason > >> > >> > >> SetHandler perl-script > >> PerlHandler RT::Mason > >> > >> > >> SetHandler perl-script > >> PerlHandler RT::Mason > >> > >> > >> Max. > >> > > > > ---------------------------------------------------------------- > > > > NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 > > > > MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in > > > > Pragatee: Integrated Server-Software Suite: http://www.pragatee.com > > > > Emergic Freedom: Server-centric Computing: http://www.emergic.com > > > > BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com > > > > Deeshaa: Rural Development: http://www.deeshaa.com > > > > Rajesh Jain's Weblog on Technology: http://www.emergic.org > > ---------------------------------------------------------------- > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 Wed Dec 10 11:00:13 2003 From: jim.rowan at starcore-dsp.com (Jim Rowan) Date: Wed, 10 Dec 2003 10:00:13 -0600 Subject: [rt-users] Default Queue Watchers not Showing as CC or Admin CConTicket Message-ID: > Oh. Erm. > > Anyone have a custom scrip to add people who are Q watchers > to the tickets that get created in that Q? I'm not sure you understood Phil's answer. If a person is listed as a queue watcher, they don't need to be listed on each ticket, they automatically get handled as if they were listed on all tickets in the queue. From vbono at vinny.org Wed Dec 10 11:04:50 2003 From: vbono at vinny.org (Vincent J. Bono) Date: Wed, 10 Dec 2003 11:04:50 -0500 Subject: [rt-users] Default Queue Watchers not Showing as CC or Admin CConTicket References: Message-ID: <013001c3bf37$5a75ec50$6789fea9@VinnyPavillion> I did understand Phil's answer, I'm not sure I've given enough information. When I go to check using the LimitWatcher function to display tickets that a user is a watcher on, it does not display tickets for the users that are only Q watchers. -vb ----- Original Message ----- From: "Jim Rowan" To: "Vincent J. Bono" ; "Phil Homewood" ; Sent: Wednesday, December 10, 2003 11:00 AM Subject: RE: [rt-users] Default Queue Watchers not Showing as CC or Admin CConTicket > > > Oh. Erm. > > > > Anyone have a custom scrip to add people who are Q watchers > > to the tickets that get created in that Q? > > I'm not sure you understood Phil's answer. If a person is listed as a > queue watcher, they don't need to be listed on each ticket, they > automatically get handled as if they were listed on all tickets in the > queue. > From stefano.razzauti at yogitech.com Wed Dec 10 11:07:03 2003 From: stefano.razzauti at yogitech.com (stefano) Date: Wed, 10 Dec 2003 17:07:03 +0100 Subject: [rt-users] problem with mail-gateway conf. In-Reply-To: <20031210150507.GW946@snowcrash.tpb.net> References: <3FD5E30F.9000000@yogitech.com> <3FD5F2AB.7010800@joreybump.com> <3FD5F75A.2030905@yogitech.com> <3FD5FBF4.70907@joreybump.com> <3FD6E6B4.9060701@yogitech.com> <20031210143455.GV946@snowcrash.tpb.net> <3FD73003.3020903@yogitech.com> <20031210150507.GW946@snowcrash.tpb.net> Message-ID: <3FD744A7.5050808@yogitech.com> Great!! I copied the rt-mailgate file inside the /etc/smrsh directory and it works. thanks a lot stefano Niels Bakker wrote: >* stefano.razzauti at yogitech.com (stefano) [Wed 10 Dec 2003, 15:42 CET]: > > >>I've just modified that permissions to 755, but I suppose this is only a >>warning message, not the reason why >>my mail-gateway doesn't work. >> >>Do you know what the other messages mean? >> >> > >Actually I wasn't paying attention either, the problem lies here: > >| Dec 10 11:17:19 jose smrsh: uid 8: attempt to use "rt-mailgate --queue >| ITgroup --action correspond --url=http://rt.yogitech.int:9091" (stat >| failed) > >Are you sure /etc/smrsh/ is the correct directory, and the symlink is >there correctly? If so, tried copying the script there directly? > > > -- Niels. > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From les at futuresource.com Wed Dec 10 11:10:41 2003 From: les at futuresource.com (Les Mikesell) Date: Wed, 10 Dec 2003 10:10:41 -0600 Subject: [rt-users] Default Queue Watchers not Showing as CC or Admin CConTicket In-Reply-To: References: Message-ID: <1071072641.5267.7.camel@moola.futuresource.com> On Wed, 2003-12-10 at 10:00, Jim Rowan wrote: > > Oh. Erm. > > > > Anyone have a custom scrip to add people who are Q watchers > > to the tickets that get created in that Q? > > I'm not sure you understood Phil's answer. If a person is listed as a > queue watcher, they don't need to be listed on each ticket, they > automatically get handled as if they were listed on all tickets in the > queue. Without following the thread back, I'd guess that the object here is to keep notification active for all of the watchers in the ticket's original queue even after you have pushed it into a queue with a different set of watchers. On a similar note, is there a built-in way to turn on email notification of the watchers of the destination queue when an existing ticket is moved there without adding a comment? --- Les Mikesell les at futuresource.com From vbono at vinny.org Wed Dec 10 11:15:14 2003 From: vbono at vinny.org (Vincent J. Bono) Date: Wed, 10 Dec 2003 11:15:14 -0500 Subject: [rt-users] Default Queue Watchers not Showing as CC or AdminCConTicket References: <1071072641.5267.7.camel@moola.futuresource.com> Message-ID: <01ac01c3bf38$cb1bdae0$6789fea9@VinnyPavillion> Les, That's one objective. The other is to have Tickets created in the original Q show up as tickets a user is watching. -vb ----- Original Message ----- From: "Les Mikesell" To: "Jim Rowan" Cc: ; "Phil Homewood" ; "Vincent J. Bono" Sent: Wednesday, December 10, 2003 11:10 AM Subject: RE: [rt-users] Default Queue Watchers not Showing as CC or AdminCConTicket > On Wed, 2003-12-10 at 10:00, Jim Rowan wrote: > > > Oh. Erm. > > > > > > Anyone have a custom scrip to add people who are Q watchers > > > to the tickets that get created in that Q? > > > > I'm not sure you understood Phil's answer. If a person is listed as a > > queue watcher, they don't need to be listed on each ticket, they > > automatically get handled as if they were listed on all tickets in the > > queue. > > Without following the thread back, I'd guess that the object > here is to keep notification active for all of the watchers in > the ticket's original queue even after you have pushed it > into a queue with a different set of watchers. > > On a similar note, is there a built-in way to turn on > email notification of the watchers of the destination > queue when an existing ticket is moved there without > adding a comment? > > --- > Les Mikesell > les at futuresource.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 madonna at worldoftomorrow.net Wed Dec 10 11:17:26 2003 From: madonna at worldoftomorrow.net (Steve Madonna) Date: Wed, 10 Dec 2003 08:17:26 -0800 Subject: [rt-users] Email.pm and User Account Creation In-Reply-To: <00c501c3befd$196d4260$78d96f83@starfruit> References: <3FD68288.2050009@worldoftomorrow.net> <00c501c3befd$196d4260$78d96f83@starfruit> Message-ID: <3FD74716.7080306@worldoftomorrow.net> ah, thank you. It would seem that you were very correct. (That combined with a slight bug in the code I changed out seemed to have me frazzled. Once I changed my code, restarting apache seemed to clear the weird inconsistancies up right away. All is good. Thanks for help. -Steve Max Bowsher wrote: >Steve Madonna wrote: > > >>..... As a test, I changed Comments to say 'Test >>account' instead of the default. The first test account created via >>email had this comment text. The very next account created was back to >>the default?!?!? Pretty crazy. >> >> > >Sounds like some Apache child processes have the old version cached, others >don't. >Restart Apache. > >Max. > > > > > -- Steve Madonna Systems Administrator WOT, Inc. ph: 818-787-7833 madonna at worldoftomorrow.net From mat at mat.cc Wed Dec 10 11:22:54 2003 From: mat at mat.cc (Mathieu Arnold) Date: Wed, 10 Dec 2003 17:22:54 +0100 Subject: [rt-users] RT using SSL In-Reply-To: <16340.37388.837289.7076@yertle.int.kciLink.com> References: <6.0.1.1.0.20031205143655.045b4a10@iwapps4.iwapps.com> <16340.37388.837289.7076@yertle.int.kciLink.com> Message-ID: <1292723768.1071076974@andromede.reaumur.absolight.net> +-le 08/12/2003 10:00 -0500, Vivek Khera ?crivait : |>>>>> "BM" == Bill McGonigle writes: | | BM> Hi, Leon, | BM> To the best of my knowledge you can't do virtualhosting with SSL. | | yes, you can. you cannot do *name-based* virtuals -- they must be | IP-based as you've pointed out. Of course you can do name based ssl virtual hosting, just cannot have multiples certificates because the ssl handshake is done before the http headers are sent, so, you'll need somethink like *.domaine.com or * in the cn of your cert to do it. -- Mathieu Arnold From leon at iwa-solutions.com Wed Dec 10 11:29:52 2003 From: leon at iwa-solutions.com (Leon Sonntag) Date: Wed, 10 Dec 2003 09:29:52 -0700 Subject: [rt-users] RT using SSL In-Reply-To: <1292723768.1071076974@andromede.reaumur.absolight.net> References: <6.0.1.1.0.20031205143655.045b4a10@iwapps4.iwapps.com> <16340.37388.837289.7076@yertle.int.kciLink.com> <1292723768.1071076974@andromede.reaumur.absolight.net> Message-ID: <6.0.1.1.0.20031210092753.0240deb0@iwapps4.iwapps.com> At 09:22 AM 12/10/03, Mathieu Arnold wrote: >+-le 08/12/2003 10:00 -0500, Vivek Khera ?crivait : >|>>>>> "BM" == Bill McGonigle writes: >| >| BM> Hi, Leon, >| BM> To the best of my knowledge you can't do virtualhosting with SSL. >| >| yes, you can. you cannot do *name-based* virtuals -- they must be >| IP-based as you've pointed out. > >Of course you can do name based ssl virtual hosting, just cannot have >multiples certificates because the ssl handshake is done before the http >headers are sent, so, you'll need somethink like *.domaine.com or * in the >cn of your cert to do it. THNX, I didn't realize that certificates allowed Wildcards. Most anything is easy after you've done it successfully a few times Leon Sonntag Innovative Web Applications leon at iwa-solutions dot com From jtaylor at bastyr.edu Wed Dec 10 11:58:22 2003 From: jtaylor at bastyr.edu (Jason Taylor) Date: Wed, 10 Dec 2003 08:58:22 -0800 Subject: [rt-users] cannot bookmark searches on relative comparisons? In-Reply-To: <20031210140335.GE75871@anderson.unchi.org> References: <20031027213304.GC64020@anderson.unchi.org> <3FD664BC.5050601@bastyr.edu> <3FD68636.6080104@bastyr.edu> <20031210140335.GE75871@anderson.unchi.org> Message-ID: <3FD750AE.80506@bastyr.edu> Tim Pierce wrote: > On Tue, Dec 09, 2003 at 06:34:30PM -0800, Jason Taylor wrote: > >>>>Tim Pierce wrote: >>>> >>>>I am using RT 3.0.2 and am having trouble bookmarking searches that >>>>involve relative comparisons. For example: >>>> >>>> * I search for tickets where "owner = joe" and "priority < 100" >>>> * Bookmark this search. >>>> * Search for tickets where "owner = fred", but don't bookmark it. >>>> * Open a new browser window. >>>> * Visit the bookmarked search. >> >>My suspicions are still leaning toward a URL length issue. Maybe >>getting truncated in Mason or some other perl module. > > > Oops, I fixed this after a couple days of hunting but neglected to > post the fix back to the list (since no one else seemed to be bothered > by it :-) > > Unfortunately my development environment is a little squotzed at the > moment, so I don't have true diffs to give you, but you need to modify > Search/Listing.html. There's a line that looks like this: > > <&|/l&>Bookmarkable URL for this search > > "FreezeLimits()|u" should be changed to "FreezeLimits()|u,n": > > <&|/l&>Bookmarkable URL for this search > > The reason is that RT is both HTML-escaping and URL-escaping the > bookmark search parameters when it sends this URL to the browser, but > it doesn't HTML-unescape the string when the browser sends it back. > So the server attempts to perform a search on criteria like "priority > < 100" which of course is not intelligible to SQL. Since the > string is already being URL-escaped (with the "|u") flag, we can turn > off HTML-escaping (which is what adding ",n" means). > > At some point I'll collect my changes and submit a proper diff for > this fix. > > -- twp Yes. That fixed it. Thank you very much! Not having to constantly recreate queries is going to save me a lot of time. From hanno.mueller at epublica.de Wed Dec 10 12:33:50 2003 From: hanno.mueller at epublica.de (Hanno Mueller) Date: Wed, 10 Dec 2003 18:33:50 +0100 Subject: [rt-users] Small bug: i18n Accept-Language: de-de Message-ID: <3FD758FE.6000002@epublica.de> Hi, apparently, RT 3.0.7_01 doesn't properly handle the "Accept-Language" header information from the HTTP request. Here are the symptons: Setting: - Deutsch/Deutschland [de-de] - English [en] Result: English Web UI Setting: - Deutsch [de] - English [en] Result: German Web UI As far as I know, "de" should be used as fallback for "de-de" if there is no special "de-de" language file. Thanks, Hanno -- Hanno M?ller, Dipl.-Inform. epublica Internet-Technologie://Konzeption/Produktion/Wartung http://www.epublica.de Tel. +49 (0)40/4109879-4 Open Business Club - http://www.openbc.com/go/invuid/2/ From jesse at bestpractical.com Wed Dec 10 12:35:52 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 10 Dec 2003 12:35:52 -0500 Subject: [rt-users] Small bug: i18n Accept-Language: de-de In-Reply-To: <3FD758FE.6000002@epublica.de> References: <3FD758FE.6000002@epublica.de> Message-ID: <20031210173552.GQ18918@fsck.com> On Wed, Dec 10, 2003 at 06:33:50PM +0100, Hanno Mueller wrote: > Hi, > > > apparently, RT 3.0.7_01 doesn't properly handle the "Accept-Language" > header information from the HTTP request. Hanno, This is something that folks have gone over with Sean Burke, the author of Locale::Maketext a number of times. To be sure you're getting the correct behaviour, make sure you've got the latest Locale::Maketext installed. > > Here are the symptons: > > > Setting: > - Deutsch/Deutschland [de-de] > - English [en] > > Result: English Web UI > > > Setting: > - Deutsch [de] > - English [en] > > Result: German Web UI > > > As far as I know, "de" should be used as fallback for "de-de" if there > is no special "de-de" language file. > > > Thanks, > > Hanno > > > > -- > Hanno M?ller, Dipl.-Inform. > > epublica > Internet-Technologie://Konzeption/Produktion/Wartung > http://www.epublica.de > Tel. +49 (0)40/4109879-4 > > Open Business Club - http://www.openbc.com/go/invuid/2/ > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 hanno.mueller at epublica.de Wed Dec 10 12:40:07 2003 From: hanno.mueller at epublica.de (Hanno Mueller) Date: Wed, 10 Dec 2003 18:40:07 +0100 Subject: [rt-users] Small bug: i18n Accept-Language: de-de In-Reply-To: <20031210173552.GQ18918@fsck.com> References: <3FD758FE.6000002@epublica.de> <20031210173552.GQ18918@fsck.com> Message-ID: <3FD75A77.10803@epublica.de> Hi Jesse, as always, thanks for the quick response. > This is something that folks have gone over with Sean Burke, the > author of Locale::Maketext a number of times. To be sure you're getting > the correct behaviour, make sure you've got the latest Locale::Maketext > installed. Hmm. "Locale::Maketext is up to date." Is there an archive of such previos discussions? Thanks, Hanno -- Hanno M?ller, Dipl.-Inform. epublica Internet-Technologie://Konzeption/Produktion/Wartung http://www.epublica.de Open Business Club - http://www.openbc.com/go/invuid/2/ From jesse at bestpractical.com Wed Dec 10 12:42:09 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 10 Dec 2003 12:42:09 -0500 Subject: [rt-users] Small bug: i18n Accept-Language: de-de In-Reply-To: <3FD75A77.10803@epublica.de> References: <3FD758FE.6000002@epublica.de> <20031210173552.GQ18918@fsck.com> <3FD75A77.10803@epublica.de> Message-ID: <20031210174209.GR18918@fsck.com> On Wed, Dec 10, 2003 at 06:40:07PM +0100, Hanno Mueller wrote: > Hi Jesse, > > Hmm. > > "Locale::Maketext is up to date." > > Is there an archive of such previos discussions? Check the list archives for "sburke"? > Thanks, > > Hanno > > -- > Hanno M?ller, Dipl.-Inform. > > epublica > Internet-Technologie://Konzeption/Produktion/Wartung > http://www.epublica.de > > Open Business Club - http://www.openbc.com/go/invuid/2/ > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 MikeHamilton at clovisusd.k12.ca.us Wed Dec 10 13:28:31 2003 From: MikeHamilton at clovisusd.k12.ca.us (MikeHamilton at clovisusd.k12.ca.us) Date: Wed, 10 Dec 2003 10:28:31 -0800 Subject: [rt-users] MX Record Message-ID: Ok...I need one more piece of the puzzle here. We have our regular old mail servers that handle all of the mail for or organization. I want to use the mail features of RT by using it as a subdomain. If our mail comes into: mail.mydomain.com and I want to set up: rt.mydomain.com as our mail server for RT only, do I need to have an MX record in our DNS for that to work? I realize then that the email addresses would then be helpdesk at rt.mydomain.com, but that is fine. I mainly need to know if the MX record is going to be required because I will need to make sure that it does not cause problems with our existing mail. Thanks for the help everyone!!! -------------- next part -------------- An HTML attachment was scrubbed... URL: From kaan.saldiraner at webhelp.com Wed Dec 10 14:01:52 2003 From: kaan.saldiraner at webhelp.com (Kaan Saldiraner) Date: Wed, 10 Dec 2003 14:01:52 -0500 Subject: [rt-users] CC issue with rt2 Message-ID: <200312101401.52343.kaan.saldiraner@webhelp.com> Hello Everyone, I know that when an email is sent to rt with CC on it, it doesn't copy them for future updates for the ticket. How can i enable this feature? I basically want rt to keep the CC email list. Regards, -- Kaan From list+rt at joreybump.com Wed Dec 10 14:36:06 2003 From: list+rt at joreybump.com (Jorey Bump) Date: Wed, 10 Dec 2003 14:36:06 -0500 Subject: [rt-users] Template manual? In-Reply-To: References: <3FD68288.2050009@worldoftomorrow.net> <00c501c3befd$196d4260$78d96f83@starfruit> Message-ID: <3FD775A6.30208@joreybump.com> Gary Lawrence Murphy wrote: > 2) The From: _name_ part in my emails is coming out as the /description/ > of the queue; can I change this to the _name_ of the queue? Because > we hope to allow trusted customers into the web interface, I would > like to use very descriptive descriptions. I had problems with this also. I would like to see additional Full Name fields to associate with each Correspondence/Comment Address on the Admin/Queue/Basics page: Queue Name: Abuse Description: E-mail abuse reports Correspondence Full Name: Network Security Correspondence Address: abuse at example.com Comment Full Name: Security Staff Comment Address: abuse-comment at example.com I think that this would be the most elegant solution. From list+rt at joreybump.com Wed Dec 10 14:51:26 2003 From: list+rt at joreybump.com (Jorey Bump) Date: Wed, 10 Dec 2003 14:51:26 -0500 Subject: [rt-users] MX Record In-Reply-To: References: Message-ID: <3FD7793E.1080804@joreybump.com> MikeHamilton at clovisusd.k12.ca.us wrote: > > Ok...I need one more piece of the puzzle here. > > We have our regular old mail servers that handle all of the mail for or > organization. I want to use the mail features of RT by using it as a > subdomain. If our mail comes into: > mail.mydomain.com > and I want to set up: > rt.mydomain.com > as our mail server for RT only, do I need to have an MX record in our > DNS for that to work? I realize then that the email addresses would then > be helpdesk at rt.mydomain.com, but that is fine. I mainly need to know if > the MX record is going to be required because I will need to make sure > that it does not cause problems with our existing mail. You do not need to set up an MX record. Mail will be delivered directly to that host. Furthermore, you can use addresses like helpdesk at mydomain.com, then have mail.mydomain.com forward the message to rt at rt.mydomain.com via /etc/aliases, procmail, virtusertable, etc. Why would you do this? Then you can take advantage of any antivirus or antispam features that are already configured on your main mailserver. Also, by restricting SMTP connections to mail.mydomain.com, you have one less vulnerable service exposed to the Internet on your RT box. From ah3 at mlz.us Wed Dec 10 14:53:41 2003 From: ah3 at mlz.us (Andy Harrison) Date: Wed, 10 Dec 2003 14:53:41 -0500 Subject: [rt-users] Custom Ticket Creation Form Message-ID: <20031210145341.50562a1e.ah3@mlz.us> I've created a custom form for ticket creation in a specific queue. I wanted some specific information to be displayed and some related instructions, that sort of thing. What I'd like is to make a link indicating "Description of Choices" which pops up a window displaying all of the clicked Custom Field's values and the description text of each possible value. Could anyone help? I have not reinvented the wheel entirely, I used the original index.html and simply renamed it and put the modified version in the local directory tree, as well as modified versions of the EditCustomField and EditCustomFields elements. Then I added a new section in the main menu sidebar to access it. So all of the RT modules are available to my new form, I'm just not sure how to do it. John Schubert gave me a suggestion to use the alt= param, but that doesn't work well for me. I've added the following lines to the EditCustomFields element file: [ Description of Choices ]
    Problem is, I'm not sure how to pass the current queue and such to that page. This doesn't even come close to working: Systems-Descriptions.html: % print ":::", %ARGS, ":::\n";


      
            
      %#    print Dumper( $CustomField->Values() );
      %     my $CustomFieldValues = $CustomField->Values();
      %     while ( my $value = $CustomFieldValues->Next ) {
      %         #print Dumper( $value->values->description );
      %         print $value->{'values'}->{'description'},
      %#       

    % <%INIT> my $QueueObj = new RT::Queue($session{'CurrentUser'}); $QueueObj->Load($Queue) || Abort(loc("Queue could not be loaded.")); my $CustomField = $QueueObj->CustomFields(); <%ARGS> $DependsOn => undef $DependedOnBy => undef $MemberOf => undef $QuoteTransaction => undef $Queue => 35 This yields: error: Can't locate object method "Values" via package "RT::CustomFields" at /usr/local/rt3/local/html/Systems-Descriptions.html line 7. context: ... 3:


    	
    4: 		
    5: 		
    6: 	%# print Dumper( $CustomField->Values() );	
    7: 	% my $CustomFieldValues = $CustomField->Values();	
    8: 	% while ( my $value = $CustomFieldValues->Next ) {	
    9: 	% #print Dumper( $value->values->description );	
    10: 	% print $value->{'values'}->{'description'},
    
    Hi everyone,
    
    I haven't been on this list long enough to know if there is any flame war
    history here, but I'll ask this anyway...
    
    99% of my previous DB experience is with PostgreSQL. That said, I have
    nothing against MySQL. I just haven't used it. I'm still working on getting
    Rt set up and from all I've read, the RT developers recommend MySQL. It
    would be easier for me to work with Postgres, but learning MySQL might be
    fun too.
    
    Before I decide for sure, I need to know if Postgres would work *well
    enough*. This is not going to be a big RT installation (at least initially),
    so I don't think I'd push either database system very hard. Are there any
    satisfied RT/Postgres customers out there?
    
    -Tim
    
    -- 
    Timothy Wilson
    Technology Integration Specialist
    Hopkins ISD #270, Hopkins, MN, USA
    ph: 952.988.4103  fax: 952.988.4311  AIM: tis270
    
    
    
    From rtusers-lists-fsck-com at jal.org  Wed Dec 10 16:26:21 2003
    From: rtusers-lists-fsck-com at jal.org (Jamie Lawrence)
    Date: Wed, 10 Dec 2003 16:26:21 -0500
    Subject: [rt-users] Does Postgres offer acceptable performance
    In-Reply-To: 
    References: 
    Message-ID: <20031210212620.GA11432@clueinc.net>
    
    On Wed, 10 Dec 2003, Tim Wilson wrote:
    
    > Before I decide for sure, I need to know if Postgres would work *well
    > enough*. This is not going to be a big RT installation (at least initially),
    > so I don't think I'd push either database system very hard. Are there any
    > satisfied RT/Postgres customers out there?
    
    One extremely satisfied one here...
    
    "Well enough" is entirely up to you. I have no idea what your needs are,
    or what you're going to run it on.
    
    I've never tried RT on MySQL, so I can't compare, but in general, RT
    isn't doing anything terribly fancy database-side, so that shouldn't be
    a factor. Transaction isolation, etc. features of Postgres tend to 
    result in a small slowdown when compared to Mysql. For me, that's worth 
    it, because this database instance does other things that require the 
    Postgres featureset.
    
    You'll have to decide for yourself, but it is more than fine for us
    (smallish installation, slow, old hardware: no software problems, 
    perfectly fine performance).
    
    HTH,
    
    -j
    
    -- 
    Jamie Lawrence                                        jal at jal.org
    The bureaucracy is expanding to meet the needs of an expanding bureaucracy.
    
    
    
    
    From jwilson at nobilis.com  Wed Dec 10 16:43:25 2003
    From: jwilson at nobilis.com (Jason Wilson)
    Date: Wed, 10 Dec 2003 16:43:25 -0500
    Subject: [rt-users] MIME::Parser: can't open tmpfile
    Message-ID: <76CBA4753FF32448894B0E13B59C96B81D3089@yoda.us.nobilis.com>
    
    I've going through the install of rt 3.0.7_01 and it seems I've come up
    against a wall.
    
     
    
    I can create/modify/manage tickets/queues/users from the web interface,
    but whenever I submit a message via e-mail, I keep seeing the same error
    message in my mail log file:
    
    MIME::Parser: can't open tmpfile: Invalid argument
    
     
    
    I'm guessing that this is a permission issue somewhere with needed to
    open up a temporary file somewhere when processing the attachment, but
    where I can't seem to locate.
    
     
    
    So the question - can someone point me in the right direction as to why
    RT is having problems opening a tempfile when processing e-mails?
    
     
    
    System Info:
    
    FreeBSD 4.9, Perl 5.8.0, Required Perl Modules up to date as of today,
    Apache 1.3.29, mod_perl 1.29 statically compiled into Apache.
    
     
    
    Thanks in advance.
    
     
    
    Jason Wilson
    
    Nobilis Software
    
     
    
    ~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-
    
    "Yes, we ARE a bunch of anal, short-tempered, quick to
    fly-off-the-handle, sarcastic, know-it-alls.  That's what running
    networks does to you." 
    
    - James Fischer (inet-access)
    
    ~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-
    
     
    
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    From seph at directionless.org  Wed Dec 10 18:29:41 2003
    From: seph at directionless.org (seph)
    Date: Wed, 10 Dec 2003 18:29:41 -0500
    Subject: [rt-users] Re: Auto-opening and notifying tickets.
    In-Reply-To: <010001c3be45$c860bdf0$25c76dc1@noc.areti.net> (Chris Murton's
    	message of "Tue, 9 Dec 2003 11:15:41 -0000")
    References: <010001c3be45$c860bdf0$25c76dc1@noc.areti.net>
    Message-ID: 
    
    > I've been playing with RT3 for a week or two now, but even with the Scrips
    > it doesn't appear that I can automatically open a ticket and notify all
    > users with the correspondence as per the behaviour of RT3.
    
    I don't understand what you mean by "automatically open a ticket" 
    
    When RT receives it, when a staff member works on it, when it's
    tuesday? I suspect you're missing something, but it's hard to say
    
    seph
    
    
    From chris at areti.net  Wed Dec 10 19:06:38 2003
    From: chris at areti.net (Chris Murton)
    Date: Thu, 11 Dec 2003 00:06:38 -0000
    Subject: [rt-users] Re: Auto-opening and notifying tickets.
    References: <010001c3be45$c860bdf0$25c76dc1@noc.areti.net>
    	
    Message-ID: <002001c3bf7a$a5f666d0$0a4ba8c0@bri.uk.fruble.net>
    
    Seph,
    
    > When RT receives it, when a staff member works on it, when it's
    > tuesday? I suspect you're missing something, but it's hard to say
    
    Ok, I'll tell you exactly what I want to achieve with RT3;
    
    A random customer sends an email in to RT, and it's for a "Support Queue". The
    ticket automatically sends a reply to the sender, and sends a transcript of the message
    to all the Support staff. The Support staff can then reply to the message from the browser
    and it sends correspondence to the customer and all other support staff.
    
    Does that make sense?
    
    Thanks,
    Chris.
    
    
    
    ---
    Outgoing mail is certified Virus Free.
    Checked by AVG anti-virus system (http://www.grisoft.com).
    Version: 6.0.545 / Virus Database: 339 - Release Date: 27/11/2003
    
    
    From pdh at snapgear.com  Wed Dec 10 19:13:03 2003
    From: pdh at snapgear.com (Phil Homewood)
    Date: Thu, 11 Dec 2003 10:13:03 +1000
    Subject: [rt-users] Re: Auto-opening and notifying tickets.
    In-Reply-To: <002001c3bf7a$a5f666d0$0a4ba8c0@bri.uk.fruble.net>
    References: <010001c3be45$c860bdf0$25c76dc1@noc.areti.net>
    	
    	<002001c3bf7a$a5f666d0$0a4ba8c0@bri.uk.fruble.net>
    Message-ID: <20031211001303.GI775@moreton.com.au>
    
    Chris Murton wrote:
    > A random customer sends an email in to RT, and it's for a "Support Queue". The
    > ticket automatically sends a reply to the sender, and sends a transcript of the message
    > to all the Support staff. The Support staff can then reply to the message from the browser
    > and it sends correspondence to the customer and all other support staff.
    
    Um. That's what RT *does*.
    -- 
    Phil Homewood, Systems Janitor, http://www.SnapGear.com
    pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
    SnapGear - A CyberGuard Company
    
    
    From jim.rowan at starcore-dsp.com  Wed Dec 10 19:13:57 2003
    From: jim.rowan at starcore-dsp.com (Jim Rowan)
    Date: Wed, 10 Dec 2003 18:13:57 -0600
    Subject: [rt-users] Re: Auto-opening and notifying tickets.
    Message-ID: 
    
    Makes perfect sense.  What you've described is pretty close to the
    default behaviour.  I'm not up-to-date with what scrips and templates
    are supplied in the 3.0.7 -- so they might have to be tweaked a tiny bit
    -- but not substantially.
    
    You want your support staff to be defined as queue watchers on this
    queue.
    
    Are you having trouble with some aspect of this?
    
    
    From chris at areti.net  Wed Dec 10 19:21:34 2003
    From: chris at areti.net (Chris Murton)
    Date: Thu, 11 Dec 2003 00:21:34 -0000
    Subject: [rt-users] Re: Auto-opening and notifying tickets.
    References: 
    Message-ID: <005801c3bf7c$bc1cf490$0a4ba8c0@bri.uk.fruble.net>
    
    Jim,
    
    Certainly a stumble I came upon was I couldn't get a scrip to work that would
    automatically make tickets new -> open, as I don't want the support staff to
    have to log in to the web interface to activate a ticket or to be notified by it, I want
    a message to come in, and a ticket set to "open" and mailed out to the queue watchers
    automatically.
    
    Thanks for your help,
    Chris.
    
    
    
    ---
    Outgoing mail is certified Virus Free.
    Checked by AVG anti-virus system (http://www.grisoft.com).
    Version: 6.0.545 / Virus Database: 339 - Release Date: 27/11/2003
    
    
    From seph at directionless.org  Wed Dec 10 19:40:22 2003
    From: seph at directionless.org (seph)
    Date: Wed, 10 Dec 2003 19:40:22 -0500
    Subject: [rt-users] Re: Auto-opening and notifying tickets.
    In-Reply-To: <005801c3bf7c$bc1cf490$0a4ba8c0@bri.uk.fruble.net> (Chris
    	Murton's message of "Thu, 11 Dec 2003 00:21:34 -0000")
    References: 
    	<005801c3bf7c$bc1cf490$0a4ba8c0@bri.uk.fruble.net>
    Message-ID: 
    
    > Certainly a stumble I came upon was I couldn't get a scrip to work
    > that would automatically make tickets new -> open, 
    
    I've seen various AutoOpen contrib things, though I no longer remember
    if they're rt2 or rt3. I can't imagine one would be hard to write.
    
    > as I don't want the support staff to have to log in to the web
    > interface to activate a ticket or to be notified by it, I want a
    > message to come in, and a ticket set to "open" and mailed out to the
    > queue watchers automatically.
    
    Just to make sure, you know that notification mail doesn't require the
    tickets be open? I don't really understand why you want things to
    start in the Open state, but it's your workflow.
    
    seph
    
    
    From pdh at snapgear.com  Wed Dec 10 19:58:29 2003
    From: pdh at snapgear.com (Phil Homewood)
    Date: Thu, 11 Dec 2003 10:58:29 +1000
    Subject: [rt-users] CC issue with rt2
    In-Reply-To: <200312101401.52343.kaan.saldiraner@webhelp.com>
    References: <200312101401.52343.kaan.saldiraner@webhelp.com>
    Message-ID: <20031211005829.GL775@moreton.com.au>
    
    Kaan Saldiraner wrote:
    > I know that when an email is sent to rt with CC on it, it doesn't copy them 
    > for future updates for the ticket. How can i enable this feature? I basically 
    > want rt to keep the CC email list.
    
    Look at $ParseNewMessageForTicketCcs in the config.
    -- 
    Phil Homewood, Systems Janitor, http://www.SnapGear.com
    pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
    SnapGear - A CyberGuard Company
    
    
    From rt at musefoundry.com  Wed Dec 10 21:35:57 2003
    From: rt at musefoundry.com (AJ)
    Date: Wed, 10 Dec 2003 21:35:57 -0500
    Subject: [rt-users] reference symbol not found error ( new installation )
    In-Reply-To: 
    Message-ID: 
    
    I just ran into this problem with DBD::Mysql and PHP on Solaris 9.
    
    I was trying to compile these against the Mysql 4.0.x client that came with
    the binary installation.  
    
    I had to actually compile a client from scratch and the errors went away.
    
    I used the following config options to build the client.  I put the client
    in a different directory since I didn't want to muck with the binary
    installation.  
    ./configure --prefix=/usr/local/mysql_client --without-server
    --enable-thread-safe-client
     
    Then compiled php and the dbd::mysql making sure that
    /usr/local/mysql_client/bin/mysql_config was in the path before
    /usr/local/mysql/bin/mysql_config (to make sure that they referenced the new
    client as opposed to the binary installed one.
    
    Perhaps this will help.
    
    A.J.
    
    -----Original Message-----
    From: rt-users-bounces at lists.fsck.com
    [mailto:rt-users-bounces at lists.fsck.com] On Behalf Of Drew M. Mooney
    Sent: Thursday, November 20, 2003 8:25 AM
    To: rt-users at lists.fsck.com; d. ryon wilhelm
    Subject: Re: [rt-users] reference symbol not found error ( new installation
    )
    
    Have you started mysql?
    
    I've seen errors like this at RT install-time due to mysql being there...but
    not initialized.
    
    
    ----- Original Message ----- 
    From: "d. ryon wilhelm" 
    To: 
    Sent: Wednesday, November 19, 2003 11:36 AM
    Subject: [rt-users] reference symbol not found error ( new installation )
    
    
    >
    > still getting the same 'referenced symbol not found' error ( see error
    > below )... could this be a compatiblity issue somewhere??? any help
    > would be greatly appreciated...
    >
    > here are my machine specs and version numbers:
    >
    >     sol8 sparc 64/bit
    >     apache 1.3.29
    >     mod_perl 1.29
    >     mysql 4.0.16
    >     rt 3.0.6
    >     perl 5.8.2
    >     ( module list below )
    >
    > - have reinstalled the DBD::mysql module to 1018 and i also tried 1028
    > with the same result...
    >
    > ( ERROR )
    > ROOT at admin01:/usr/local/rt-3-0-6# make initialize-database
    > /usr/local/bin/perl //usr/local/rt/sbin/rt-setup-database --action init
    > --dba root --prompt-for-dba-password
    > In order to create a new database and grant RT access to that database,
    > this script needs to connect to your mysql instance on localhost as root.
    > Please specify that user's database password below. If the user has no
    > database
    > password, just press return.
    >
    > Password: ld.so.1: /usr/local/bin/perl: fatal: relocation error: file
    > /usr/local/lib/perl5/site_perl/5.8.2/sun4-solaris/auto/DBD/mysql/mysql.so:
    > symbol mysql_init: referenced symbol not found
    > make: *** [initialize-database] Killed
    >
    >
    > ( module list )
    > ROOT at admin01:/usr/local/rt-3-0-6/sbin# ./rt-test-dependencies
    > --with-mysql --with-modperl1
    > perl:
    >         5.8.0...found
    > MASON dependencies:
    >         Params::Validate 0.02...found
    >         Cache::Cache ...found
    >         Exception::Class ...found
    >         HTML::Mason 1.16...found
    >         MLDBM ...found
    >         Errno ...found
    >         FreezeThaw ...found
    >         Digest::MD5 2.27...found
    >         CGI::Cookie 1.20...found
    >         Storable ...found
    >         Apache::Session 1.53...found
    > MAILGATE dependencies:
    >         HTML::TreeBuilder ...found
    >         HTML::FormatText ...found
    >         Getopt::Long ...found
    >         LWP::UserAgent ...found
    > MODPERL1 dependencies:
    >         CGI ...found
    >         Apache::Request ...found
    >         Apache::DBI 0.92...found
    > CLI dependencies:
    >         Getopt::Long 2.24...found
    > CORE dependencies:
    >         Digest::MD5 2.27...found
    >         DBI 1.37...found
    >         Test::Inline ...found
    >         Class::ReturnValue 0.40...found
    >         DBIx::SearchBuilder 0.92...found
    >         Text::Template ...found
    >         File::Spec 0.8...found
    >         HTML::Entities ...found
    >         Net::Domain ...found
    >         Log::Dispatch 2.0...found
    >         Locale::Maketext 1.06...found
    >         Locale::Maketext::Lexicon 0.25...found
    >         Locale::Maketext::Fuzzy ...found
    >         MIME::Entity 5.108...found
    >         Mail::Mailer 1.57...found
    >         Net::SMTP ...found
    >         Text::Wrapper ...found
    >         Time::ParseDate ...found
    >         File::Temp ...found
    >         Term::ReadKey ...found
    >         Text::Autoformat ...found
    >         Text::Quoted ...found
    > DEV dependencies:
    >         Regexp::Common ...found
    >         Time::HiRes ...found
    >         Test::Inline ...found
    >         WWW::Mechanize ...found
    > MYSQL dependencies:
    >         DBD::mysql 2.1018...found
    >
    >
    >
    >
    > -<0>-
    > d. ryon wilhelm
    > iris financial engineering, llc
    >
    > UNIX 'IS' user friendly - it's just
    > selective about who its friends are...
    > _______________________________________________
    > rt-users mailing list
    > rt-users at lists.fsck.com
    > http://lists.fsck.com/mailman/listinfo/rt-users
    >
    > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
    >
    
    _______________________________________________
    rt-users mailing list
    rt-users at lists.fsck.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 musefoundry.com  Wed Dec 10 21:46:52 2003
    From: rt at musefoundry.com (AJ)
    Date: Wed, 10 Dec 2003 21:46:52 -0500
    Subject: [rt-users] Warning about Log::Dispatch and unix dgram connect:
    	Socket operation on non-socket...
    Message-ID: 
    
    I started getting these errors when I recompiled mod_perl as a DSO outside
    the Apache source tree on a Solaris 9 box running Perl 5.8.2 and
    rt-3.0.7_01.
     
    Turns out that Log::Dispatch defaults to inet as the default socket.  By
    adding socket => 'unix'  after the stderr => 1 on line 234 in the RT.pm, the
    errors went away.
     
    I am still curious as to why this happened. With mod_perl compiled into
    Apache running as a standalone, does this force the kind of system calls
    that Log::Dispatch would otherwise use to be unix and not inet?  Or is this
    a Solaris 9 thing?
     
    Thanks in advance.
     
    A.J.
     
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    From m-liebman at northwestern.edu  Wed Dec 10 22:16:08 2003
    From: m-liebman at northwestern.edu (Michael S. Liebman)
    Date: Wed, 10 Dec 2003 22:16:08 -0500
    Subject: [rt-users] Template manual?
    In-Reply-To: 
    References: <3FD68288.2050009@worldoftomorrow.net>
    	<00c501c3befd$196d4260$78d96f83@starfruit>
    	
    Message-ID: <6.0.1.1.2.20031210221229.0293fb58@pop.mail.yahoo.com>
    
    At 09:53 AM 12/10/2003, Gary Lawrence Murphy wrote:
    >3) Related to (2), is it possible to use the name of the queue instead of
    >the queue number in the Subject line?  I'd love to tell customers to post
    >their issues with a subject line [xmlteam.com FeedFetcher]
    
    That's not the queue number in the subject. It's the ticket number. You 
    need that there for replies to be associated properly. There has been lots 
    of discussion on this list about substituting the queue name for the RT 
    instance name.
    
    >Another small problem I found with the current
    >(PDF) manual is that it describes what it means to Own Ticket, but not
    >how this might differ from Take Ticket.
    
    Take Ticket allows you to assign a ticket to yourself. You need Own Ticket 
    in order to Take Ticket but you don't need Take Ticket to Own Ticket. As 
    long as someone has rights to assign tickets and you have Own Ticket, you 
    can still be an owner.
    
    Michael
    
    -- 
    Michael S. Liebman                      m-liebman at northwestern.edu
                     http://msl521.freeshell.org/
    "I have vision and the rest of the world wears bifocals."
            -Paul Newman in "Butch Cassidy & the Sundance Kid" 
    
    
    
    From jim.rowan at starcore-dsp.com  Wed Dec 10 22:22:56 2003
    From: jim.rowan at starcore-dsp.com (Jim Rowan)
    Date: Wed, 10 Dec 2003 21:22:56 -0600
    Subject: [rt-users] Re: Auto-opening and notifying tickets.
    Message-ID: 
    
    
    The transition to open will happen automatically when one of your
    support staff adds comments or correspondence (i.e., when they reply to
    the mail that they get from RT when the ticket was created).
    
    
    From jim.rowan at starcore-dsp.com  Wed Dec 10 22:34:14 2003
    From: jim.rowan at starcore-dsp.com (Jim Rowan)
    Date: Wed, 10 Dec 2003 21:34:14 -0600
    Subject: [rt-users] Does Postgres offer acceptable performance
    Message-ID: 
    
    Absolutely; postgres works fine with RT.
    
    
    From dlbrett at zoominternet.net  Wed Dec 10 23:01:11 2003
    From: dlbrett at zoominternet.net (Don Brett)
    Date: Wed, 10 Dec 2003 23:01:11 -0500
    Subject: [rt-users] Should rt.jpg be displayed?
    Message-ID: <3FD7EC07.BCB0A218@zoominternet.net>
    
    Oh, that explains why I could'nt get the RT_SiteConfig.pm switch to
    work.  Thanks,
    Don
    
    
    
    
    
    From jesse at bestpractical.com  Wed Dec 10 23:27:08 2003
    From: jesse at bestpractical.com (Jesse Vincent)
    Date: Wed, 10 Dec 2003 23:27:08 -0500
    Subject: [rt-users] latin <-> utf problem in rt-mailgate
    In-Reply-To: <2147483647.1071013143@[192.168.0.10]>
    References: <1900000.1070900586@rambutan.pingpong.net>
    	<20031209051754.GP18918@fsck.com>
    	<2147483647.1070975261@joydivision.utu.fi>
    	<2147483647.1071013143@[192.168.0.10]>
    Message-ID: <20031211042708.GX18918@fsck.com>
    
    
    
    
    On Tue, Dec 09, 2003 at 11:39:03PM +0200, Jari Lehtonen wrote:
    > On tiistai 9. joulukuu 2003 13:07 +0200 Jari Lehtonen  wrote:
    > 
    > > I'm not Palle, but I can reproduce this issue with the latest 3.0.8pre2
    > > from your site. I'll send you an email that reproduces the case.
    > 
    > I'll have to take back this statement. I can't reproduce the problem
    > reliably with 3.0.8pre2. 
    > 
    > However, I had, during the tests earlier today, two cases of corrupted
    > characters with this version. First was an email sent as a new ticket to RT
    > from iPlanet Messenger Express (their webmail), and the other was a reply
    > from Pine to a case opened earlier. Later tests from iPlanet Messenger
    > Express, even a mail exactly like the earlier, corrupted one, went through
    > without problems.
    
    If you can come up with anything plausible about how to make it happen
    "somewhat consistently" with 3.0.8, I'd love to hear about it.
    
    > 
    > So far, so good. Thanks for the effort to fix this, Jesse, it means a lot
    > to us Northern Europeans! Could you describe what exactly was the problem,
    > as I don't see much that (IMHO) relates to this in the ChangeLog?
    
    IIRC, there were a couple places where we were double-encoding.
    
    
    > -- 
    > 
    >         Jari Lehtonen
    >         Unix & Network Services
    >         University of Turku, Computing Center
    > 
    > _______________________________________________
    > rt-users mailing list
    > rt-users at lists.fsck.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 m.husband at leadup.com.au  Wed Dec 10 23:56:18 2003
    From: m.husband at leadup.com.au (Mike Husband)
    Date: Thu, 11 Dec 2003 14:56:18 +1000
    Subject: [rt-users] error with username and password on clean install
    Message-ID: 
    
    
    Greetings.
    
    I have done a clean install of RT3 on Solaris 8 and get the following error
    on the browser screen when I try to log in with user/password root/rt_LeadUp
        Your username or password is incorrect
    
    Versions:
        RT                rt-3-0-7_01
        Postgress         postgresql-7.4
        Apache            apache_1.3.29
        Modperl           mod_perl-1.27
        Perl              perl-5.8.0
        latest perl modules installed
    
    Configuration:
    	./configure --prefix=/usr/local/rt3 \
    		--with-web-user=apache --with-web-group=lus_staff \
    		--with-db-type=Pg --with-db-dba=postgres
    
    RT_SiteConfig.pm :
        Set($DatabaseType , 'Pg');
        Set($DatabaseUser , 'rt_user');
        Set($DatabasePassword , 'rt_LeadUp');
        Set($LogToFile      , 'debug');
        Set($LogDir, '/usr/local/rt3/var/log');
        Set($LogToFileNamed , "rt.log");    #log to rt.log
    
    I've tried all sorts of username/password combinations, but to no avail.
    
    Nothing helpful in rt.log or apache error_log.
    
    BTW, I had to chown the log directory for apache to connect to RT.
    	chown apache:lus_staff /usr/local/rt3/var/log
    
    Suggestions please?
    
    Thanks.
    
    
    Mike Husband     <><
    http://www.leadup.com.au/
    
    
    
    
    
    From pdh at snapgear.com  Thu Dec 11 00:01:57 2003
    From: pdh at snapgear.com (Phil Homewood)
    Date: Thu, 11 Dec 2003 15:01:57 +1000
    Subject: [rt-users] error with username and password on clean install
    In-Reply-To: 
    References: 
    Message-ID: <20031211050157.GR775@moreton.com.au>
    
    Mike Husband wrote:
    > I have done a clean install of RT3 on Solaris 8 and get the following error
    > on the browser screen when I try to log in with user/password root/rt_LeadUp
    >     Your username or password is incorrect
    
    Try "password". The database password is what RT uses to
    authenticate against the DB; the password for the root
    RT user is (or generally should be) different.
    -- 
    Phil Homewood, Systems Janitor, http://www.SnapGear.com
    pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
    SnapGear - A CyberGuard Company
    
    
    From m.husband at leadup.com.au  Thu Dec 11 00:05:47 2003
    From: m.husband at leadup.com.au (Mike Husband)
    Date: Thu, 11 Dec 2003 15:05:47 +1000
    Subject: [rt-users] how to migrate RT3 data from mysql to postgres ?
    Message-ID: 
    
    
    I previously had RT3 running over mysql on a freebsd platform.
    
    When I tried to get RT3 to run on mysql on Solaris 8 I had 
    no end of incompatibility problems, so switched to postgres instead.
    
    But how do I now migrate my RT3 data from mysql to postgres?
    
    Any tools available, or do I have to write my own?
    
    Thanks.
    
    
    Mike Husband     <><
    http://www.leadup.com.au/ 
    
    
    From hwagener at hamburg.fcb.com  Thu Dec 11 03:33:26 2003
    From: hwagener at hamburg.fcb.com (Harald Wagener)
    Date: Thu, 11 Dec 2003 09:33:26 +0100
    Subject: [rt-users] Re: Auto-opening and notifying tickets.
    In-Reply-To: 
    References: 
    Message-ID: 
    
    -----BEGIN PGP SIGNED MESSAGE-----
    Hash: SHA1
    
    
    Am 11.12.2003 um 04:22 schrieb Jim Rowan:
    
    >
    > The transition to open will happen automatically when one of your
    > support staff adds comments or correspondence (i.e., when they reply to
    > the mail that they get from RT when the ticket was created).
    >
    
    That's what happens here (RT 3.0.7_01).
    
    Following Global Scrips are set:
    
    Ticket Creation Autoreply
    On Create Autoreply To Requestors with template Autoreply-einfach
    	Ticket Creation Notification
    On Create Notify AdminCcs with template Transaction
    	Comment Notification
    On Comment Notify AdminCcs as Comment with template Admin Comment
    	Resolution Notification
    On Resolve Notify Requestors, Ccs and AdminCcs with template Resolved 
    German
    	Unowned Correspondence Notification
    User Defined Notify AdminCcs with template Admin Correspondence
    	Owner Correspondence Notification
    On Correspond Notify Owner with template Correspondence
    	Requestor Correspondence Notification
    On Correspond Notify Requestors with template Correspondence
    	foreign transaction notification
    On Transaction Notify Owner with template Transaction
    	Reopen on Correspondence
    On Correspond Open Tickets with template Blank
    	(no value)
    On Correspond Open Tickets with template Transaction
    -----BEGIN PGP SIGNATURE-----
    Version: GnuPG v1.2.3 (Darwin)
    
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    From ritu at netcore.co.in  Thu Dec 11 04:08:37 2003
    From: ritu at netcore.co.in (Ritu Khetan)
    Date: Thu, 11 Dec 2003 14:38:37 +0530
    Subject: [rt-users] Configuring Apache for RT
    In-Reply-To: <00bb01c3befc$de9d1b60$78d96f83@starfruit>
    References: <1070963909.15382.14.camel@efv2.netcore.co.in>
    	<01ae01c3be46$18714350$78d96f83@starfruit>
    	<1071037899.12147.2.camel@efv2.netcore.co.in>
    	<00bb01c3befc$de9d1b60$78d96f83@starfruit>
    Message-ID: <1071133717.16288.4.camel@efv2.netcore.co.in>
    
    Sorry Max, yet no luck. Any other guesses ???????
    
    I do have DirectoryIndex index.html defined in my httpd.conf too.
    
    This is how the complete thing looks like currently:
    
    
        Options -Indexes
        ErrorDocument 403 /error/noindex.html
    
    
    DirectoryIndex index.html index.html.var
    
    
            
            SetHandler perl-script
            PerlHandler RT::Mason
            
    
            Order allow,deny
            Allow from all
            Options Indexes
    
    
    
            SetHandler perl-script
            PerlHandler RT::Mason
    
    
    
            SetHandler perl-script
            PerlHandler RT::Mason
    
    
    
            SetHandler perl-script
            PerlHandler RT::Mason
    
    
    
        ServerName 192.168.2.60
        DocumentRoot /opt/rt3/share/html
        ErrorLog logs/rt-error.log
        AddDefaultCharset UTF-8
        PerlModule Apache::DBI
        PerlRequire /opt/rt3/bin/webmux.pl
    
    
    
        
            SetHandler perl-script
            PerlHandler RT::Mason
        
    
    
    
    Regards,
    Ritu
    
    
    On Wed, 2003-12-10 at 14:36, Max Bowsher wrote:
    
    > Ritu Khetan wrote:
    > > Hello Max,
    > >
    > >     I have tried the config you gave below but in vain. The problem
    > > persists. This is what Apache's error log shows:
    > >
    > > Directory index forbidden by rule: /opt/rt3/share/html/
    > 
    > Add:
    > 
    >   Order allow,deny
    >   Allow from all
    >   Options Indexes
    > 
    > to your ... block.
    > 
    > 
    > Max.
    > 
    > 
    > 
    > 
    > > I need to resolve this quickly and am not able to find any solution. Pls
    > > help.
    > >
    > > Regards,
    > > Ritu
    > > On Tue, 2003-12-09 at 16:47, Max Bowsher wrote:
    > >
    > >> Ritu Khetan wrote:
    > >>>> Hello all,
    > >>>>
    > >>>>    I am trying to configure Apache for RT with the following
    > VirtualHost
    > >>>> entry:
    > >>>>
    > >>>> 
    > >>>>     ServerName 192.168.2.60
    > >>>>     DocumentRoot /opt/rt3/share/html
    > >>>>     ErrorLog logs/rt-error.log
    > >>>>     AddDefaultCharset UTF-8
    > >>>>     PerlModule Apache::DBI
    > >>>>     PerlRequire /opt/rt3/bin/webmux.pl
    > >>>>
    > >>>>     
    > >>>>         SetHandler perl-script
    > >>>>         PerlHandler RT::Mason
    > >>>>     
    > >>>> 
    > >>>>
    > >>>> Further I also have, DirectoryIndex index.html enabled. But yet, I am
    > >>>> not able to access RT front end without specifying index.html in the
    > >>>> URL.
    > >>>>
    > >>>> I am using Apache 2.0.8. Any help on DirectoryIndex would be of great
    > >>>> help.
    > >>
    > >> DirectoryIndex doesn't seem to function in SetHandler perl-script
    > >> directories.
    > >> I don't know enough about Apache internals to know if there is a more
    > >> elegant solution, but this is what I am using:
    > >>
    > >> 
    > >>   
    > >>     SetHandler perl-script
    > >>     PerlHandler RT::Mason
    > >>   
    > >> 
    > >> 
    > >>   SetHandler perl-script
    > >>   PerlHandler RT::Mason
    > >> 
    > >> 
    > >>   SetHandler perl-script
    > >>   PerlHandler RT::Mason
    > >> 
    > >> 
    > >>   SetHandler perl-script
    > >>   PerlHandler RT::Mason
    > >> 
    > >>
    > >> Max.
    > >>
    > >
    > > ----------------------------------------------------------------
    > >
    > > NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134
    > >
    > > MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in
    > >
    > > Pragatee: Integrated Server-Software Suite: http://www.pragatee.com
    > >
    > > Emergic Freedom: Server-centric Computing: http://www.emergic.com
    > >
    > > BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com
    > >
    > > Deeshaa: Rural Development: http://www.deeshaa.com
    > >
    > > Rajesh Jain's Weblog on Technology: http://www.emergic.org
    > > ----------------------------------------------------------------
    > 
    
    ----------------------------------------------------------------
    
    NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134
    
    MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in
    
    Pragatee: Integrated Server-Software Suite: http://www.pragatee.com
    
    Emergic Freedom: Server-centric Computing: http://www.emergic.com
    
    BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com
    
    Deeshaa: Rural Development: http://www.deeshaa.com
    
    Rajesh Jain's Weblog on Technology: http://www.emergic.org
    ----------------------------------------------------------------
    
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    From andy.law at bbsrc.ac.uk  Thu Dec 11 04:09:45 2003
    From: andy.law at bbsrc.ac.uk (andy law (RI))
    Date: Thu, 11 Dec 2003 09:09:45 -0000
    Subject: [rt-users] Does Postgres offer acceptable performance
    Message-ID: <5F3992402699D411827900508BEED2D3042998F1@ri-exsrv1.ri.bbsrc.ac.uk>
    
    I couldn't get RT to work with postgres 7.3.4. When I checked with rtfm (as opposed to the draft manual) there was a comment to the effect that postgres 7.2 would work but that 7.3 and above would not. I switched to mysql 4.0.16 and had no porblem after that.
    
    It could have been me (I know much more about INGRES thane either postgres or mysql) but I found that the Mysql installation and setup was no problem to deal with.
    
    YMMV
    
    Later,
    
    Andy
    
    -------------
    Yada, yada, yada...
    
    The information contained in this e-mail (including any attachments) is confidential and is intended for the use of the addressee only.   The opinions expressed within this e-mail (including any attachments) are the opinions of the sender and do not necessarily constitute those of Roslin Institute (Edinburgh) ("the Institute") unless specifically stated by a sender who is duly authorised to do so on behalf of the Institute.
    
    
    > -----Original Message-----
    > From: Jim Rowan [mailto:jim.rowan at starcore-dsp.com]
    > Sent: 11 December 2003 03:34
    > To: rt-users at lists.fsck.com
    > Subject: RE: [rt-users] Does Postgres offer acceptable performance
    > 
    > 
    > Absolutely; postgres works fine with RT.
    > _______________________________________________
    > rt-users mailing list
    > rt-users at lists.fsck.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 areti.net  Thu Dec 11 04:40:50 2003
    From: chris at areti.net (Chris Murton)
    Date: Thu, 11 Dec 2003 09:40:50 -0000
    Subject: [rt-users] Re: Auto-opening and notifying tickets.
    References: 
    Message-ID: <003201c3bfca$dd1a8e70$0a4ba8c0@bri.uk.fruble.net>
    
    Jim,
    
    >The transition to open will happen automatically when one of your
    >support staff adds comments or correspondence (i.e., when they reply to
    >the mail that they get from RT when the ticket was created).
    
    But this was another of the problems, when a ticket was created, it notified the
    sender but failed to notify any of the staff so they would have to log in via the web interface
    to even see that a customer had contacted us.
    
    Thanks,
    Chris
    
    
    
    ---
    Outgoing mail is certified Virus Free.
    Checked by AVG anti-virus system (http://www.grisoft.com).
    Version: 6.0.545 / Virus Database: 339 - Release Date: 27/11/2003
    
    
    From Samuel.Senoner at eurac.edu  Thu Dec 11 04:49:26 2003
    From: Samuel.Senoner at eurac.edu (Senoner Samuel)
    Date: Thu, 11 Dec 2003 10:49:26 +0100
    Subject: [rt-users] Re: Auto-opening and notifying tickets.
    Message-ID: <8ABC35686C73554691F3481C4023BE5EF17E5A@abz01be.eurac.edu>
    
    1. A tickets opens when you correspond, not when you comment (in the
    standard scripts On Correspond Open Tickets with template Blank)
    2. Your staff gets notified if you set it as admincc of this queue (in
    the standard scripts On Create Notify AdminCcs with template
    Transaction)
    
    Just look at the scripts. You can set it how you want
    
    SAmuel
    
    -----Original Message-----
    From: Chris Murton [mailto:chris at areti.net] 
    Sent: Thursday,11 December,2003 10:41
    To: Jim Rowan
    Cc: rt-users at lists.fsck.com
    Subject: Re: [rt-users] Re: Auto-opening and notifying tickets.
    
    Jim,
    
    >The transition to open will happen automatically when one of your 
    >support staff adds comments or correspondence (i.e., when they reply to
    
    >the mail that they get from RT when the ticket was created).
    
    But this was another of the problems, when a ticket was created, it
    notified the sender but failed to notify any of the staff so they would
    have to log in via the web interface to even see that a customer had
    contacted us.
    
    Thanks,
    Chris
    
    
    
    ---
    Outgoing mail is certified Virus Free.
    Checked by AVG anti-virus system (http://www.grisoft.com).
    Version: 6.0.545 / Virus Database: 339 - Release Date: 27/11/2003
    _______________________________________________
    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 mixo at coza.net.za  Thu Dec 11 05:41:02 2003
    From: mixo at coza.net.za (mixo)
    Date: Thu, 11 Dec 2003 12:41:02 +0200
    Subject: [rt-users] multiple instances of data import (rt2-to-rt3)
    Message-ID: <3FD849BE.4060704@coza.net.za>
    
    
    Is it possible to run multiple instances of rt2-to-rt3 import script? I am
    considering doing this on a machine with 4 CPU's, and hopefully each
    instance will run on each CPU.
    
    
    
    From hanno.mueller at epublica.de  Thu Dec 11 05:55:01 2003
    From: hanno.mueller at epublica.de (Hanno Mueller)
    Date: Thu, 11 Dec 2003 11:55:01 +0100
    Subject: [rt-users] How do I auto-assign tickets?
    Message-ID: <3FD84D05.70709@epublica.de>
    
    Hi,
    
    
    I'm still relatively new to RT and try to figure out how to set it up 
    for our needs.
    
    So how can I do the following:
    
    - I have a queue and a variable number of people on the support staff.
    
    - New tickets should be distributed evenly to the active members of the
       support staff and auto-assigned to the receiver.
    
       Say, with a staff of 3 supporters:
    
         - ticket #1 goes to supporter #1
         - ticket #2 goes to supporter #2
         - ticket #3 goes to supporter #3
         - ticket #4 goes to supporter #1
         etc.
    
    - When one of them goes inactive (e.g. on holiday), new tickets should
       not be auto-assigned to him.
    
    Is this possible in RT?
    
    
    Thanks,
    
    Hanno
    
    -- 
    Hanno M?ller, Dipl.-Inform.
    
    epublica
    Internet-Technologie://Konzeption/Produktion/Wartung
    http://www.epublica.de
    
    Open Business Club - http://www.openbc.com/go/invuid/2/
    
    
    
    
    From josea.fabregas at ciemat.es  Thu Dec 11 06:52:15 2003
    From: josea.fabregas at ciemat.es (Jose A. Fabregas Reyes)
    Date: Thu, 11 Dec 2003 12:52:15 +0100
    Subject: [rt-users] (no subject)
    Message-ID: 
    
    After upgrade to RT-3.0.6 from RT-3.0.0rc4 we have the error below,
    when triynt to access to mysql (any table o global options):
    
    ------------------------------------
    HTTP/1.0 500 Perl execution failed Server: MiniServ/0.01 Date: Thu, 11 Dec
    2003 11:12:56 GMT Content-type: text/html Connection: close
    Error - Perl execution failed
    Can't use an undefined value as a HASH reference at
    /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/DBD/mysql.pm line
    113.
    ----------------------------
    
    Our mysql is :mysql-server-3.23.52-3;mysql-3.23.52-3 ; mysql-devel-3.23.52-3
    
    Any ideas ?
    thanks
    
    
    
    From to_x at gmx.de  Thu Dec 11 07:10:20 2003
    From: to_x at gmx.de (Torsten Olschewski)
    Date: Thu, 11 Dec 2003 13:10:20 +0100
    Subject: [rt-users] How to delete single Tickets  in RT?
    Message-ID: <3FD85EAC.5070107@gmx.de>
    
    Hi,
    
    How can i delete single tickets or attachments in RT 3.0.6?
    Some users have send emails with personal data to our RT.
    It's not enough to set ticket status to dead or deleted.
    The tickets (and/or attachments) are to be finally deleted.
    
    I use the purgedead.pl script from Steve Poirier (modified
    by Dirk Papa) to delete all dead ticket's from DB. It does
    a good job. But what i need is to delete single tickets.
    I'm not a perl programmer. How can i change this script to
    delete a single ticket? (e.g.ticket number is known and
    can be provided by commandline)
    
    Is there another way to do this?
    
    
    Regards,
    Torsten
    
    
    
    From jari at utu.fi  Thu Dec 11 07:08:44 2003
    From: jari at utu.fi (Jari Lehtonen)
    Date: Thu, 11 Dec 2003 14:08:44 +0200
    Subject: [rt-users] latin <-> utf problem in rt-mailgate
    In-Reply-To: <20031211042708.GX18918@fsck.com>
    References: <1900000.1070900586@rambutan.pingpong.net>
    	<20031209051754.GP18918@fsck.com>
    	<2147483647.1070975261@joydivision.utu.fi>
    	<2147483647.1071013143@[192.168.0.10]>
    	<20031211042708.GX18918@fsck.com>
    Message-ID: <2147483647.1071151724@joydivision.utu.fi>
    
    On keskiviikko 10. joulukuu 2003 23:27 -0500 Jesse Vincent 
     wrote:
    
    > If you can come up with anything plausible about how to make it happen
    > "somewhat consistently" with 3.0.8, I'd love to hear about it.
    
    Still with 3.0.8pre2, I can now reproduce the problem.
    
    An email sent from iPlanet Messenger Express, bounced to Requst Tracker 
    from  Pine 4.58 (on Solaris 8), breaks the latin1 characters every time. 
    Bounced from Mulberry 3.1 on Mac OS X, the email is fine.
    
    Relevant headers from the original email:
    
    MIME-version: 1.0
    X-Mailer: iPlanet Messenger Express 5.2 HotFix 1.13 (built Mar  7 2003)
    Content-type: text/plain; charset=iso-8859-1
    Content-language: fi
    Content-transfer-encoding: quoted-printable
    Content-disposition: inline
    X-Accept-Language: fi
    
    and from the bounced message:
    
    MIME-version: 1.0
    X-Mailer: iPlanet Messenger Express 5.2 HotFix 1.13 (built Mar  7 2003)
    Content-type: text/plain; charset=iso-8859-1
    Content-language: fi
    Content-disposition: inline
    X-Accept-Language: fi
    ...
    ReSent-Message-ID: 
    Content-Transfer-Encoding: 8bit
    X-MIME-Autoconverted: from quoted-printable to 8bit by oban.utu.fi id 
    hBBBliLf050653
    
    I'm going to bounce the same message to you, Jesse, first from Pine 4.58, 
    then from Mulberry 3.1. Mail subject will be "mooze-dsl" in both emails.
    
    Environment (RT server):
    
    - OS: FreeBSD oban.utu.fi 5.1-RELEASE FreeBSD 5.1-RELEASE #0: Thu Jun  5 
    02:55:42 GMT 2003 
    root at wv1u.btc.adaptec.com:/usr/obj/usr/src/sys/GENERIC  i386
    - Sendmail: 220 oban.utu.fi ESMTP Sendmail 8.12.9/8.12.9; Thu, 11 Dec 2003 
    13:59:26 +0200 (EET)
    - procmail: procmail v3.22 2001/09/10
    - perl: perl5 (revision 5.0 version 8 subversion 1) compiled on this box 
    from source taken straight from www.perl.org.
    - apache: Apache/1.3.29 (Unix) mod_perl/1.29 mod_ssl/2.8.16 OpenSSL/0.9.7a
    - postgresql: postgresql-7.3.4_1 compiled from the ports collection
    
    -- 
            Jari Lehtonen
            Unix & Network services
            Computing Center
            University of Turku, Finland
    
    
    From ajk at iu.edu  Thu Dec 11 07:29:02 2003
    From: ajk at iu.edu (Andrew J. Korty)
    Date: Thu, 11 Dec 2003 07:29:02 -0500
    Subject: [rt-users] Re: Does Postgres offer acceptable performance
    References: 
    Message-ID: <87r7zbedwx.fsf@rikers.itso.iu.edu>
    
    I'm a long-time PostgreSQL user, but it was intolerably slow with a
    30,000-ticket RT database.  Even after a *lot* of tuning (server
    parameters, custom indexes, etc.), certain queries, especially large
    joins, took minutes to complete.  Other folks seem to have no
    problems, though, so maybe I missed something.
    
    -- 
    Andrew J. Korty, Principal Security Engineer, GCIA, GCFA
    Office of the Vice President for Information Technology
    Indiana University
    
    
    
    From acesarz at crowley.pl  Thu Dec 11 07:35:34 2003
    From: acesarz at crowley.pl (Alek Cesarz)
    Date: Thu, 11 Dec 2003 13:35:34 +0100
    Subject: [rt-users] Re: Does Postgres offer acceptable performance
    In-Reply-To: <87r7zbedwx.fsf@rikers.itso.iu.edu>
    References: 
    	<87r7zbedwx.fsf@rikers.itso.iu.edu>
    Message-ID: <3FD86496.9090403@crowley.pl>
    
    -----BEGIN PGP SIGNED MESSAGE-----
    Hash: SHA1
    
    Andrew J. Korty wrote, On 2003-12-11 13:29:
    
    > I'm a long-time PostgreSQL user, but it was intolerably slow with a
    > 30,000-ticket RT database.  Even after a *lot* of tuning (server
    > parameters, custom indexes, etc.), certain queries, especially large
    > joins, took minutes to complete.  Other folks seem to have no
    > problems, though, so maybe I missed something.
    
    same issue here. but migrating to mysql did not help much. it looks as
    it is not a matter of database, but more like perl DBD/DBI modules issue.
    when i look at cpu util, i notice db taking ~50% for 10-20 seconds and
    after that apache is going to the roof (97%) for next 10 minutes.
    
    btw, can somebody send me a copy of purgedead.pl for RT2?
    
    regards,
    - -- 
    Alek Cesarz : NOD manager : ALEK1-RIPE
    +48 22 860 69 60 : Crowley Data Poland
    -----BEGIN PGP SIGNATURE-----
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    itXJX+iiRH/7vwqHbvW6mcU=
    =4GgR
    -----END PGP SIGNATURE-----
    
    
    From ajk at iu.edu  Thu Dec 11 07:45:01 2003
    From: ajk at iu.edu (Andrew J. Korty)
    Date: Thu, 11 Dec 2003 07:45:01 -0500
    Subject: [rt-users] Re: Does Postgres offer acceptable performance
    References: 
    	<87r7zbedwx.fsf@rikers.itso.iu.edu> <3FD86496.9090403@crowley.pl>
    Message-ID: <87k753ed6a.fsf@rikers.itso.iu.edu>
    
    -----BEGIN PGP SIGNED MESSAGE-----
    Hash: SHA1
    
    Alek Cesarz  writes:
    
    > Andrew J. Korty wrote, On 2003-12-11 13:29:
    >
    >> I'm a long-time PostgreSQL user, but it was intolerably slow with a
    >> 30,000-ticket RT database.  Even after a *lot* of tuning (server
    >> parameters, custom indexes, etc.), certain queries, especially large
    >> joins, took minutes to complete.  Other folks seem to have no
    >> problems, though, so maybe I missed something.
    >
    > same issue here. but migrating to mysql did not help much. it looks as
    > it is not a matter of database, but more like perl DBD/DBI modules issue.
    > when i look at cpu util, i notice db taking ~50% for 10-20 seconds and
    > after that apache is going to the roof (97%) for next 10 minutes.
    
    I haven't seen that behavior, and MySQL is generally faster for us.
    But searching attachment content is still unusably slow.  I'm guessing
    it doesn't help that we're not using any indexing on the attachment
    content and that we're treating all attachments the same.  So if
    someone sends us a big binary file, we're searching it every time.
    
    - -- 
    Andrew J. Korty, Principal Security Engineer, GCIA, GCFA
    Office of the Vice President for Information Technology
    Indiana University
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    Sw1moQXVgTG242aP8DHhst8=
    =LKky
    -----END PGP SIGNATURE-----
    
    
    
    From rtusers-lists-fsck-com at jal.org  Thu Dec 11 08:14:20 2003
    From: rtusers-lists-fsck-com at jal.org (Jamie Lawrence)
    Date: Thu, 11 Dec 2003 08:14:20 -0500
    Subject: [rt-users] Does Postgres offer acceptable performance
    In-Reply-To: <5F3992402699D411827900508BEED2D3042998F1@ri-exsrv1.ri.bbsrc.ac.uk>
    References: <5F3992402699D411827900508BEED2D3042998F1@ri-exsrv1.ri.bbsrc.ac.uk>
    Message-ID: <20031211131419.GC13259@clueinc.net>
    
    On Thu, 11 Dec 2003, andy law (RI) wrote:
    
    > I couldn't get RT to work with postgres 7.3.4. When I checked with rtfm (as opposed to the draft manual) there was a comment to the effect that postgres 7.2 would work but that 7.3 and above would not. I switched to mysql 4.0.16 and had no porblem after that.
    > 
    > It could have been me (I know much more about INGRES thane either postgres or mysql) but I found that the Mysql installation and setup was no problem to deal with.
    
    FWIW, I'm running RT 3.0.6/RTFM 2.0.1 on PG 7.3.4 and had no setup 
    problems. Where's that RTFM entry you're talking about?
    
    
    -j
    
    
    -- 
    Jamie Lawrence                                        jal at jal.org
    "Reality must take precedence over public relations, for nature cannot be
    fooled."
       - Richard P. Feynman
    
    
    
    
    From richard at zync.co.uk  Thu Dec 11 08:25:43 2003
    From: richard at zync.co.uk (Richard Gration)
    Date: Thu, 11 Dec 2003 13:25:43 +0000
    Subject: [rt-users] Re: Does Postgres offer acceptable performance
    In-Reply-To: <87r7zbedwx.fsf@rikers.itso.iu.edu>
    References: 
    	<87r7zbedwx.fsf@rikers.itso.iu.edu>
    Message-ID: <200312111325.43869.richard@zync.co.uk>
    
    On Thursday 11 December 2003 12:29, Andrew J. Korty wrote:
    > I'm a long-time PostgreSQL user, but it was intolerably slow with a
    > 30,000-ticket RT database.  Even after a *lot* of tuning (server
    > parameters, custom indexes, etc.), certain queries, especially large
    > joins, took minutes to complete.  Other folks seem to have no
    > problems, though, so maybe I missed something.
    
    At the risk of stating the obvious (a subject which all English people have a 
    doctorate in ;-) ), how long has it been since you did a "vacuum analyze" on 
    your rt db? I have seen this simple operation cut down the time for big joins 
    from a couple of minutes to a couple of seconds!!
    
    HTH
    Rich
    
    PS Apologies to Andrew because I replied to him directly, rather than the list 
    the first time.
    
    
    From les at futuresource.com  Thu Dec 11 08:29:55 2003
    From: les at futuresource.com (Les Mikesell)
    Date: Thu, 11 Dec 2003 07:29:55 -0600
    Subject: [rt-users] Re: Does Postgres offer acceptable performance
    In-Reply-To: <87r7zbedwx.fsf@rikers.itso.iu.edu>
    References: 
    	<87r7zbedwx.fsf@rikers.itso.iu.edu>
    Message-ID: <1071149395.4775.9.camel@les-home.futuresource.com>
    
    On Thu, 2003-12-11 at 06:29, Andrew J. Korty wrote:
    > I'm a long-time PostgreSQL user, but it was intolerably slow with a
    > 30,000-ticket RT database.  Even after a *lot* of tuning (server
    > parameters, custom indexes, etc.), certain queries, especially large
    > joins, took minutes to complete.  Other folks seem to have no
    > problems, though, so maybe I missed something.
    
    I had the same problem with a 15,000 ticket database converted
    from RT2.  I haven't tried again since the messages on the
    list mentioned changes to flatten the case of the users so
    the index works but I suspect the size of the user table
    may be the difference in cases where it works well.  In
    my case almost all of the tickets have unique users created
    from email addresses.
    
    ---
      Les Mikesell
       les at futuresource.com
    
    
    
    
    From ajk at iu.edu  Thu Dec 11 08:34:05 2003
    From: ajk at iu.edu (Andrew J. Korty)
    Date: Thu, 11 Dec 2003 08:34:05 -0500
    Subject: [rt-users] Re: Does Postgres offer acceptable performance
    References: 
    	<87r7zbedwx.fsf@rikers.itso.iu.edu>
    	<200312111325.43869.richard@zync.co.uk>
    Message-ID: <87d6aveawi.fsf@rikers.itso.iu.edu>
    
    Richard Gration  writes:
    
    > On Thursday 11 December 2003 12:29, Andrew J. Korty wrote:
    >
    >> I'm a long-time PostgreSQL user, but it was intolerably slow with a
    >> 30,000-ticket RT database.  Even after a *lot* of tuning (server
    >> parameters, custom indexes, etc.), certain queries, especially large
    >> joins, took minutes to complete.  Other folks seem to have no
    >> problems, though, so maybe I missed something.
    >
    > At the risk of stating the obvious (a subject which all English
    > people have a doctorate in ;-) ), how long has it been since you did
    > a "vacuum analyze" on your rt db? I have seen this simple operation
    > cut down the time for big joins from a couple of minutes to a couple
    > of seconds!!
    
    I was doing "vacuum analyze" several times a day, and it did improve
    performance.  It just didn't improve it enough. :-)
    
    -- 
    Andrew J. Korty, Principal Security Engineer, GCIA, GCFA
    Office of the Vice President for Information Technology
    Indiana University
    
    
    
    From stefano.razzauti at yogitech.com  Thu Dec 11 08:46:11 2003
    From: stefano.razzauti at yogitech.com (stefano)
    Date: Thu, 11 Dec 2003 14:46:11 +0100
    Subject: [rt-users] rt with openldap
    Message-ID: <3FD87523.8060702@yogitech.com>
    
    Hi,
    Can I use a directory server (openldap) to authenticate rt users?
    I have an intranet so I'd like to use the same users and authentication 
    method in rt
    
    ste.
    
    
    
    
    
    From rtusers-lists-fsck-com at jal.org  Thu Dec 11 08:50:48 2003
    From: rtusers-lists-fsck-com at jal.org (Jamie Lawrence)
    Date: Thu, 11 Dec 2003 08:50:48 -0500
    Subject: Fwd: Re: [rt-users] Re: Does Postgres offer acceptable performance
    Message-ID: <20031211135048.GA18686@clueinc.net>
    
    > Alek Cesarz  writes:
    > 
    > > Andrew J. Korty wrote, On 2003-12-11 13:29:
    > >
    > >> I'm a long-time PostgreSQL user, but it was intolerably slow with a
    > >> 30,000-ticket RT database.  Even after a *lot* of tuning (server
    > >> parameters, custom indexes, etc.), certain queries, especially large
    > >> joins, took minutes to complete.  Other folks seem to have no
    > >> problems, though, so maybe I missed something.
    
    If you haven't done a vaccum analyze in a while, it might help.
     Note that PG 7.4 can automatically vaccum the DB. I
    haven't upgraded yet, but 7.4.1 is (hopefully) coming out on the 15th,
    with most of the point release bugs quashed.
    
    > > same issue here. but migrating to mysql did not help much. it looks as
    > > it is not a matter of database, but more like perl DBD/DBI modules issue.
    > > when i look at cpu util, i notice db taking ~50% for 10-20 seconds and
    > > after that apache is going to the roof (97%) for next 10 minutes.
    > 
    > I haven't seen that behavior, and MySQL is generally faster for us.
    > But searching attachment content is still unusably slow.  I'm guessing
    > it doesn't help that we're not using any indexing on the attachment
    > content and that we're treating all attachments the same.  So if
    > someone sends us a big binary file, we're searching it every time.
    
    I've been wondering what was going to happen with a lot of tickets and
    attachment searching. It is a full table scan, which won't be good in
    any DBMS.
    
    I was thinking of modifying RT to use either the PG contrib/FTI or
    a similar setup we built to create a full text index. If anyone is 
    interested, I'll move that up my list of things to do (although 
    not very far... things to do). It would be possible to skip 
    binary files (at least with our tool), but better would be a patch to 
    stick them in a separate table. 
    
    DBI shouldn't be a bottleneck on joins - all it is doing is passing the
    query through. I haven't looked at the queries RT is writing -
    anyone know where they live?
    
    -j
    
    -- 
    Jamie Lawrence                                        jal at jal.org
    ...and then I said, "That's no tissue sample, it's a prime rib steak!"
    
    
    
    
    ----- End forwarded message -----
    
    
    
    -- 
    Jamie Lawrence                                        jal at jal.org
    "Perl is Internet Yiddish."
       - Yoz Graehme
    
    
    
    
    From Samuel.Senoner at eurac.edu  Thu Dec 11 08:50:28 2003
    From: Samuel.Senoner at eurac.edu (Senoner Samuel)
    Date: Thu, 11 Dec 2003 14:50:28 +0100
    Subject: [rt-users] Re: Does Postgres offer acceptable performance
    Message-ID: <8ABC35686C73554691F3481C4023BE5EF17E7A@abz01be.eurac.edu>
    
    I also use postgres on two servers. One is a P3 933 and one is a P3 499.
    The faster machine has a relatively low usage (10 tickets a day) and the
    other a bit more users and requests (50 tickets a day). The software
    configuration of both systems is identical. The 933 machine has a really
    good performance, with no problems on working on RT. The second has an
    unacceptable performance, but the machine is slow.... Not only because
    of the processor...... 
    
    Anyway it also depends with wich version of RT you are working (there
    have been many improvements for postgres in the last releases for what I
    could read) and also how you set up the rest of your box...... But also
    from the ticket. Yesterday I read that it depends if there are big
    attachments in the ticket (I saw it in the late afternoon also on my
    box) it takes longer to load it.
    
    Samuel
    
    -----Original Message-----
    From: Andrew J. Korty [mailto:ajk at iu.edu] 
    Sent: Thursday,11 December,2003 14:34
    To: rt-users at lists.fsck.com
    Subject: [rt-users] Re: Does Postgres offer acceptable performance
    
    Richard Gration  writes:
    
    > On Thursday 11 December 2003 12:29, Andrew J. Korty wrote:
    >
    >> I'm a long-time PostgreSQL user, but it was intolerably slow with a 
    >> 30,000-ticket RT database.  Even after a *lot* of tuning (server 
    >> parameters, custom indexes, etc.), certain queries, especially large 
    >> joins, took minutes to complete.  Other folks seem to have no 
    >> problems, though, so maybe I missed something.
    >
    > At the risk of stating the obvious (a subject which all English people
    
    > have a doctorate in ;-) ), how long has it been since you did a 
    > "vacuum analyze" on your rt db? I have seen this simple operation cut 
    > down the time for big joins from a couple of minutes to a couple of 
    > seconds!!
    
    I was doing "vacuum analyze" several times a day, and it did improve
    performance.  It just didn't improve it enough. :-)
    
    --
    Andrew J. Korty, Principal Security Engineer, GCIA, GCFA Office of the
    Vice President for Information Technology Indiana University
    
    _______________________________________________
    rt-users mailing list
    rt-users at lists.fsck.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 Samuel.Senoner at eurac.edu  Thu Dec 11 08:53:12 2003
    From: Samuel.Senoner at eurac.edu (Senoner Samuel)
    Date: Thu, 11 Dec 2003 14:53:12 +0100
    Subject: [rt-users] rt with openldap
    Message-ID: <8ABC35686C73554691F3481C4023BE5EF17E7B@abz01be.eurac.edu>
    
    It is a really frequently asked question. Look in the archives.
    And second RT can't authenticate to a server.
    RT uses external authentication or internal.
    The external authentication means you use the authentication of your
    webserver.
    So you have to look at the configuration of your web server to see with
    which directory servers you can authenticate to. 
    
    Samuel
    
    -----Original Message-----
    From: stefano [mailto:stefano.razzauti at yogitech.com] 
    Sent: Thursday,11 December,2003 14:46
    To: RT-USER-MAILING-LIST
    Cc: Gianfranco Risaliti
    Subject: [rt-users] rt with openldap
    
    Hi,
    Can I use a directory server (openldap) to authenticate rt users?
    I have an intranet so I'd like to use the same users and authentication
    method in rt
    
    ste.
    
    
    
    _______________________________________________
    rt-users mailing list
    rt-users at lists.fsck.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 maxb at ukf.net  Thu Dec 11 09:58:44 2003
    From: maxb at ukf.net (Max Bowsher)
    Date: Thu, 11 Dec 2003 14:58:44 -0000
    Subject: [rt-users] Configuring Apache for RT
    References: <1070963909.15382.14.camel@efv2.netcore.co.in><01ae01c3be46$18714350$78d96f83@starfruit><1071037899.12147.2.camel@efv2.netcore.co.in>
    	<00bb01c3befc$de9d1b60$78d96f83@starfruit>
    	<1071040206.2442.10.camel@localhost.localdomain>
    Message-ID: <008501c3bff7$4d0b9d60$78d96f83@starfruit>
    
    John Schubert wrote:
    > I tried adding this, however, configtest complains that "order is not
    > allowed here".
    
    Well, Order definitely *is* allowed in a Directory block.
    
    Perhaps you should post the relevant bits of your Apache config.
    
    Max.
    
    > On Wed, 2003-12-10 at 09:06, Max Bowsher wrote:
    >> Ritu Khetan wrote:
    >>> Hello Max,
    >>> 
    >>>     I have tried the config you gave below but in vain. The problem
    >>> persists. This is what Apache's error log shows:
    >>> 
    >>> Directory index forbidden by rule: /opt/rt3/share/html/
    >> 
    >> Add:
    >> 
    >>   Order allow,deny
    >>   Allow from all
    >>   Options Indexes
    >> 
    >> to your ... block.
    
    
    
    From maxb at ukf.net  Thu Dec 11 09:56:56 2003
    From: maxb at ukf.net (Max Bowsher)
    Date: Thu, 11 Dec 2003 14:56:56 -0000
    Subject: [rt-users] Configuring Apache for RT
    References: <1070963909.15382.14.camel@efv2.netcore.co.in>
    	<01ae01c3be46$18714350$78d96f83@starfruit>
    	<1071037899.12147.2.camel@efv2.netcore.co.in>
    	<00bb01c3befc$de9d1b60$78d96f83@starfruit>
    	<1071133717.16288.4.camel@efv2.netcore.co.in>
    Message-ID: <008401c3bff7$4cc56ca0$78d96f83@starfruit>
    
    Ritu Khetan wrote:
    > Sorry Max, yet no luck. Any other guesses ???????
    > 
    > I do have DirectoryIndex index.html defined in my httpd.conf too.
    > 
    > This is how the complete thing looks like currently:
    ... 
    > 
    ...
    >     
    >         SetHandler perl-script
    >         PerlHandler RT::Mason
    >     
    > 
    
    Remove the ... block.
    
    Max.
    
    
    
    From jschubert at linearcorp.com  Thu Dec 11 02:13:11 2003
    From: jschubert at linearcorp.com (John Schubert)
    Date: 11 Dec 2003 07:13:11 +0000
    Subject: [rt-users] Configuring Apache for RT
    In-Reply-To: <008501c3bff7$4d0b9d60$78d96f83@starfruit>
    References: <1070963909.15382.14.camel@efv2.netcore.co.in><01ae01c3be46$18714350$78d96f8
    	3@starfruit><1071037899.12147.2.camel@efv2.netcore.co.in>
    	<00bb01c3befc$de9d1b60$78d96f83@starfruit>
    	<1071040206.2442.10.camel@localhost.localdomain> 
    	<008501c3bff7$4d0b9d60$78d96f83@starfruit>
    Message-ID: <1071126791.2446.17.camel@localhost.localdomain>
    
    On Thu, 2003-12-11 at 14:58, Max Bowsher wrote:
    > John Schubert wrote:
    > > I tried adding this, however, configtest complains that "order is not
    > > allowed here".
    > 
    > Well, Order definitely *is* allowed in a Directory block.
    > 
    > Perhaps you should post the relevant bits of your Apache config.
    
    ________________________________________
    
        ServerName tech.linearcorp.com
        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
    
        
            SetHandler perl-script
            PerlHandler RT::Mason
        
    
    _________________________________________
    I placed the lines within the Virtual Host.  So maybe that was my
    mistake.  I've been trying to get back my Apache for other internal
    sites, however any time I try to change it, the added area goes into a
    weird refreshing loop for a Forbidden Page (when I say refreshing loop,
    I mean the page displays and then reloads repeatedly).  My http.conf is
    the "stock" installation, other than the above.
    
    For example, I added
     DocumentRoot /home/tech 
    and other tricks but it always kicks into the unauth or forbid page. 
    Sym linking is normally the approach I use ( e.g. ln -s /home/tech
    /etc/rt3/share/html/tech ) but the same loop occurs.  I thought maybe
    permissions were an issue, but chmod 777 had no effect.
    
    I've spent about 3 or 4 hours on this one issue, so I've spent a little
    time but not much.  After spending a month wrestling with RedHat 8,
    Mod_perl2 and Apache2 issues with RT, I now have to limit the amount of
    time I spend troubleshooting.
    
    John
    
    
    
    From andy.law at bbsrc.ac.uk  Thu Dec 11 10:27:07 2003
    From: andy.law at bbsrc.ac.uk (andy law (RI))
    Date: Thu, 11 Dec 2003 15:27:07 -0000
    Subject: [rt-users] Does Postgres offer acceptable performance
    Message-ID: <5F3992402699D411827900508BEED2D3042998F5@ri-exsrv1.ri.bbsrc.ac.uk>
    
    Jamie,
    
    > > I couldn't get RT to work with postgres 7.3.4. When I checked with
    > > rtfm (as opposed to the draft manual) there was a comment to the 
    > > effect that postgres 7.2 would work but that 7.3 and above would 
    > > not. I switched to mysql 4.0.16 and had no porblem after that.
    > >
    > > It could have been me (I know much more about INGRES thane 
    > > either postgres or mysql) but I found that the Mysql installation 
    > > and setup was no problem to deal with.
    >
    > FWIW, I'm running RT 3.0.6/RTFM 2.0.1 on PG 7.3.4 and had no setup 
    > problems. Where's that RTFM entry you're talking about?
    >
    
    http://fsck.com/rtfm/factoid.html?id=94
    
    
    "PostgresSQL v7.1.1 or higher, but NOT 7.3.0 or higher"
                                   ^^^^^^^^^^^^^^^^^^^^^^^
    
    Later,
    
    Andy
    
    -------------
    Yada, yada, yada...
    
    The information contained in this e-mail (including any attachments) is confidential and is intended for the use of the addressee only.   The opinions expressed within this e-mail (including any attachments) are the opinions of the sender and do not necessarily constitute those of Roslin Institute (Edinburgh) ("the Institute") unless specifically stated by a sender who is duly authorised to do so on behalf of the Institute.
    
    
    From rtusers-lists-fsck-com at jal.org  Thu Dec 11 11:07:03 2003
    From: rtusers-lists-fsck-com at jal.org (Jamie Lawrence)
    Date: Thu, 11 Dec 2003 11:07:03 -0500
    Subject: [rt-users] Does Postgres offer acceptable performance
    In-Reply-To: <5F3992402699D411827900508BEED2D3042998F5@ri-exsrv1.ri.bbsrc.ac.uk>
    References: <5F3992402699D411827900508BEED2D3042998F5@ri-exsrv1.ri.bbsrc.ac.uk>
    Message-ID: <20031211160703.GA18841@clueinc.net>
    
    On Thu, 11 Dec 2003, andy law (RI) wrote:
    
    > Jamie,
    
    [snip]
     
    > http://fsck.com/rtfm/factoid.html?id=94
    > 
    > 
    > "PostgresSQL v7.1.1 or higher, but NOT 7.3.0 or higher"
    
    Thanks for the pointer. 
    
    Again, FWIW, I've had zero issues with 7.3.4. Works like a charm.
    I wonder what prompted the above comment in the docs.
    
    I plan on upgrading to 7.4.1 when it comes out, I'll report back on how
    it goes.
    
    -j
    
    
    -- 
    Jamie Lawrence                                        jal at jal.org
    When the President does it, that means that it is not illegal.
       - Richard M. Nixon, May 19, 1977
    
    
    
    
    From jim.rowan at starcore-dsp.com  Thu Dec 11 11:09:12 2003
    From: jim.rowan at starcore-dsp.com (Jim Rowan)
    Date: Thu, 11 Dec 2003 10:09:12 -0600
    Subject: [rt-users] rt with openldap
    Message-ID: 
    
    > And second RT can't authenticate to a server. 
    
    This is incorrect, at least it is if you consider applying patches.  The
    full picture is complicated to explain, since RT is configurable enough
    that there are many valid configations.
    
    RT *does* need to have info about the users in its database.  There are
    patches available to dynamically add entries to the database when a new
    user shows up that matches the LDAP authentication.  We don't do that,
    but  instead have a script that runs periodically and refreshes the RT
    database from LDAP.  Our user community is fixed and has a low rate of
    change, so this works ok for us.
    
    The *authentication* can come from apache as you mention, or LDAP
    authentication can be configured directly into RT -- we do the latter.
    Our LDAP world is AD (at the moment) and it works fine.  RT has no
    passwords locally.
    
    
    > RT 
    > uses external authentication or internal. The external 
    > authentication means you use the authentication of your 
    > webserver. So you have to look at the configuration of your 
    > web server to see with which directory servers you can 
    > authenticate to. 
    > 
    
    
    From jesse at bestpractical.com  Thu Dec 11 11:10:36 2003
    From: jesse at bestpractical.com (Jesse Vincent)
    Date: Thu, 11 Dec 2003 11:10:36 -0500
    Subject: [rt-users] Does Postgres offer acceptable performance
    In-Reply-To: <20031211160703.GA18841@clueinc.net>
    References: <5F3992402699D411827900508BEED2D3042998F5@ri-exsrv1.ri.bbsrc.ac.uk>
    	<20031211160703.GA18841@clueinc.net>
    Message-ID: <20031211161036.GA18918@fsck.com>
    
    
    
    
    On Thu, Dec 11, 2003 at 11:07:03AM -0500, Jamie Lawrence wrote:
    > > "PostgresSQL v7.1.1 or higher, but NOT 7.3.0 or higher"
    > 
    > Thanks for the pointer. 
    
    That's documentation for RT 2.0.
    
    RT 3.0 is fine with newer versions.
    
    
    > Again, FWIW, I've had zero issues with 7.3.4. Works like a charm.
    > I wonder what prompted the above comment in the docs.
    > 
    > I plan on upgrading to 7.4.1 when it comes out, I'll report back on how
    > it goes.
    > 
    > -j
    > 
    > 
    > -- 
    > Jamie Lawrence                                        jal at jal.org
    > When the President does it, that means that it is not illegal.
    >    - Richard M. Nixon, May 19, 1977
    > 
    > 
    > _______________________________________________
    > rt-users mailing list
    > rt-users at lists.fsck.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 jim.rowan at starcore-dsp.com  Thu Dec 11 11:15:36 2003
    From: jim.rowan at starcore-dsp.com (Jim Rowan)
    Date: Thu, 11 Dec 2003 10:15:36 -0600
    Subject: [rt-users] Does Postgres offer acceptable performance
    Message-ID: 
    
    >
    > http://fsck.com/rtfm/factoid.html?id=94
    >
    > "PostgresSQL v7.1.1 or higher, but NOT 7.3.0 or higher"
                                   ^^^^^^^^^^^^^^^^^^^^^^^
    
    I'm certain that was written for RT2, some time ago, and does not apply
    to RT3.  If you do the "show article in context" it talks about perl
    5.005 or newer.
    
    7.3.4 works fine for us.  I'm about to upgrade to 7.4 (or 7.4.1,
    depending on when I a round tuit).
    
    
    From ler at lerctr.org  Thu Dec 11 11:19:03 2003
    From: ler at lerctr.org (Larry Rosenman)
    Date: Thu, 11 Dec 2003 10:19:03 -0600
    Subject: [rt-users] Does Postgres offer acceptable performance
    In-Reply-To: 
    References: 
    Message-ID: <76970000.1071159543@lerlaptop-red.iadfw.net>
    
    
    
    --On Thursday, December 11, 2003 10:15:36 -0600 Jim Rowan 
     wrote:
    
    >>
    >> http://fsck.com/rtfm/factoid.html?id=94
    >>
    >> "PostgresSQL v7.1.1 or higher, but NOT 7.3.0 or higher"
    >                                ^^^^^^^^^^^^^^^^^^^^^^^
    >
    > I'm certain that was written for RT2, some time ago, and does not apply
    > to RT3.  If you do the "show article in context" it talks about perl
    > 5.005 or newer.
    >
    > 7.3.4 works fine for us.  I'm about to upgrade to 7.4 (or 7.4.1,
    > depending on when I a round tuit).
    I can confirm RT is quite happy with 7.4 of PostgreSQL.
    
    LER
    
    > _______________________________________________
    > rt-users mailing list
    > rt-users at lists.fsck.com
    > http://lists.fsck.com/mailman/listinfo/rt-users
    >
    > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
    >
    
    
    
    -- 
    Larry Rosenman                     http://www.lerctr.org/~ler
    Phone: +1 972-414-9812                 E-Mail: ler at lerctr.org
    US Mail: 1905 Steamboat Springs Drive, Garland, TX 75044-6749
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    From maxb at ukf.net  Thu Dec 11 11:49:25 2003
    From: maxb at ukf.net (Max Bowsher)
    Date: Thu, 11 Dec 2003 16:49:25 -0000
    Subject: [rt-users] Configuring Apache for RT
    References: <1070963909.15382.14.camel@efv2.netcore.co.in><01ae01c3be46$18714350$78d96f83@starfruit><1071037899.12147.2.camel@efv2.netcore.co.in><00bb01c3befc$de9d1b60$78d96f83@starfruit><1071040206.2442.10.camel@localhost.localdomain>
    	<008501c3bff7$4d0b9d60$78d96f83@starfruit>
    	<1071126791.2446.17.camel@localhost.localdomain>
    Message-ID: <003301c3c007$2d42c340$78d96f83@starfruit>
    
    John Schubert wrote:
    > On Thu, 2003-12-11 at 14:58, Max Bowsher wrote:
    >> John Schubert wrote:
    >>> I tried adding this, however, configtest complains that "order is not
    >>> allowed here".
    >>
    >> Well, Order definitely *is* allowed in a Directory block.
    >>
    >> Perhaps you should post the relevant bits of your Apache config.
    >
    > ________________________________________
    > 
    >     ServerName tech.linearcorp.com
    >     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
    >
    >     
    >         SetHandler perl-script
    >         PerlHandler RT::Mason
    >     
    > 
    > _________________________________________
    > I placed the lines within the Virtual Host.  So maybe that was my
    > mistake.
    
    Well, yes. That is what the docs say:
    http://httpd.apache.org/docs/mod/mod_access.html#order
    
    > I've been trying to get back my Apache for other internal
    > sites, however any time I try to change it, the added area goes into a
    > weird refreshing loop for a Forbidden Page (when I say refreshing loop,
    > I mean the page displays and then reloads repeatedly).  My http.conf is
    > the "stock" installation, other than the above.
    >
    > For example, I added
    >  DocumentRoot /home/tech 
    
    That is NOT valid syntax for a  block. See the apache
    documentation for how to correctly use .
    
    Max.
    
    
    
    From jim.rowan at starcore-dsp.com  Thu Dec 11 12:04:06 2003
    From: jim.rowan at starcore-dsp.com (Jim Rowan)
    Date: Thu, 11 Dec 2003 11:04:06 -0600
    Subject: [rt-users] How do I auto-assign tickets?
    Message-ID: 
    
    > - I have a queue and a variable number of people on the support staff.
    > 
    > - New tickets should be distributed evenly to the active 
    > members of the
    >    support staff and auto-assigned to the receiver.
    > 
    
    
    The machinery to do this is not included in stock RT.
    
    You'll need to do some work, but yes -- it's possible.
    
    You need a way to tell RT which people are active.
    You'll need to write perl code to do the round-robin ticket assignment.
    That will go in a scrip that is called when tickets are created.  
    
    
    
    From jim.rowan at starcore-dsp.com  Thu Dec 11 12:14:01 2003
    From: jim.rowan at starcore-dsp.com (Jim Rowan)
    Date: Thu, 11 Dec 2003 11:14:01 -0600
    Subject: [rt-users] Re: Auto-opening and notifying tickets.
    Message-ID: 
    
    
    > 
    > Just look at the scripts. You can set it how you want
    > 
    > SAmuel
    
    
    When I was starting one thing that would have helped me was if I had
    understood clearly the following: maybe it will also help you...
    
    ALL of the mail that is sent out is done by these scrips.   If you don't
    see a scrip that is going to do it, it won't happen.  You can quite
    easily change the way RT "works" by adjusting these scrips, their
    conditions, the templates, etc...
    
    If it isn't sending mail to people with the admincc role when tickets
    are created, it is because there is no scrip that applies in that
    particular circumstance -- or because there are no admincc people
    defined.
    
    
    
    From MikeHamilton at clovisusd.k12.ca.us  Thu Dec 11 12:38:33 2003
    From: MikeHamilton at clovisusd.k12.ca.us (MikeHamilton at clovisusd.k12.ca.us)
    Date: Thu, 11 Dec 2003 09:38:33 -0800
    Subject: [rt-users] Using the + notation with your MTA - the easy way!!!
    Message-ID: 
    
    Hi Everyone!
    
    I have been going through the training documentation that I have from the 
    RT training and found the piece that I need. I wanted to get this out to 
    all of you because it may make your life easier.
    
    Let's say for example that your RT server is rt.mydomain.com and your MTA 
    aliases are for rt at rt.mydomain.com. Now let's say that you have three 
    queues: foo, bar, and help. Set up your aliases file as follows:
    
    rt:     |/opt/rt3/bin/rt-mailgate --queue $EXTENSION --action correspond 
    --url http://localhost/
    
    Now, when someone sends an email to rt+foo at rt.mydomain.com or 
    rt+bar at rt.mydomain.com, it will direct the inbound message to the 
    appropriate queue and it requires only one line in your aliases file.
    
    If I'm wrong, please correct me, but I found this information on page 55 
    of the training manual.
    
    Mike Hamilton
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    From MikeHamilton at clovisusd.k12.ca.us  Thu Dec 11 13:27:31 2003
    From: MikeHamilton at clovisusd.k12.ca.us (MikeHamilton at clovisusd.k12.ca.us)
    Date: Thu, 11 Dec 2003 10:27:31 -0800
    Subject: [rt-users] Using RT for changelogs
    Message-ID: 
    
    Is anyone out there using RT for changelogs? We want to do something where 
    instead of logging changes to a server/device in a paper journal, we would 
    like this running history in some kind of database. RT seems like a good 
    answer for this, but the question of how we could do this is our hanging 
    point. I've been looking at Wiki and blogging for this type of work.
    
    Thanks for your input!
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    From seph at directionless.org  Thu Dec 11 13:37:30 2003
    From: seph at directionless.org (seph)
    Date: Thu, 11 Dec 2003 13:37:30 -0500
    Subject: [rt-users] Re: Auto-opening and notifying tickets.
    In-Reply-To: <003201c3bfca$dd1a8e70$0a4ba8c0@bri.uk.fruble.net> (Chris
    	Murton's message of "Thu, 11 Dec 2003 09:40:50 -0000")
    References: 
    	<003201c3bfca$dd1a8e70$0a4ba8c0@bri.uk.fruble.net>
    Message-ID: 
    
    > But this was another of the problems, when a ticket was created, it
    > notified the sender but failed to notify any of the staff so they
    > would have to log in via the web interface to even see that a
    > customer had contacted us.
    
    this behavior is controlled by the scrips, not the ticket
    state. Change it to do what ever you want.
    
    seph
    
    
    From khera at kcilink.com  Thu Dec 11 13:42:52 2003
    From: khera at kcilink.com (Vivek Khera)
    Date: Thu, 11 Dec 2003 13:42:52 -0500
    Subject: [rt-users] Does Postgres offer acceptable performance
    In-Reply-To: <5F3992402699D411827900508BEED2D3042998F5@ri-exsrv1.ri.bbsrc.ac.uk>
    References: <5F3992402699D411827900508BEED2D3042998F5@ri-exsrv1.ri.bbsrc.ac.uk>
    Message-ID: <16344.47788.605248.675493@yertle.int.kciLink.com>
    
    >>>>> "al" == andy law <(RI)" > writes:
    
    al> http://fsck.com/rtfm/factoid.html?id=94
    
    
    al> "PostgresSQL v7.1.1 or higher, but NOT 7.3.0 or higher"
    
    for what version of RT?
    
    
    From seph at directionless.org  Thu Dec 11 13:46:29 2003
    From: seph at directionless.org (seph)
    Date: Thu, 11 Dec 2003 13:46:29 -0500
    Subject: [rt-users] Re: Using the + notation with your MTA - the easy way!!!
    In-Reply-To: 
    	(MikeHamilton@clovisusd.k12.ca.us's
    	message of "Thu, 11 Dec 2003 09:38:33 -0800")
    References: 
    Message-ID: 
    
    I just answered something a lot like this yesterday. you should check
    the mailing list archives...
    
    > Let's say for example that your RT server is rt.mydomain.com and your MTA 
    > aliases are for rt at rt.mydomain.com. Now let's say that you have three 
    > queues: foo, bar, and help. Set up your aliases file as follows:
    >
    > rt:     |/opt/rt3/bin/rt-mailgate --queue $EXTENSION --action correspond 
    > --url http://localhost/
    >
    > Now, when someone sends an email to rt+foo at rt.mydomain.com or 
    > rt+bar at rt.mydomain.com, it will direct the inbound message to the 
    > appropriate queue and it requires only one line in your aliases file.
    
    note that the alias expansion has the argument "--queue $EXTENSION",
    it requires your MTA set EXTENSION to whatever was after the +. The
    details are MTA specific. 
    
    There are similar hacks for exim and qmail described in the old
    rtfm. (http://fsck.com/rtfm/)
    
    seph
    
    
    From tim_wilson at hopkins.k12.mn.us  Thu Dec 11 14:00:37 2003
    From: tim_wilson at hopkins.k12.mn.us (Tim Wilson)
    Date: Thu, 11 Dec 2003 13:00:37 -0600
    Subject: [rt-users] Does Postgres offer acceptable performance
    In-Reply-To: <16344.47788.605248.675493@yertle.int.kciLink.com>
    Message-ID: 
    
    Hi everyone,
    
    As the originator of the thread I'd like to thank all the respondents for
    their information. I appreciate all the help. I'm impressed also that a
    discussion of Postgres and MySQL didn't descend into an ugly flame war. That
    speaks highly of the list subscribers and the RT community.
    
    -Tim
    
    -- 
    Timothy Wilson
    Technology Integration Specialist
    Hopkins ISD #270, Hopkins, MN, USA
    ph: 952.988.4103  fax: 952.988.4311  AIM: tis270
    
    
    
    From jwilson at nobilis.com  Thu Dec 11 14:16:13 2003
    From: jwilson at nobilis.com (Jason Wilson)
    Date: Thu, 11 Dec 2003 14:16:13 -0500
    Subject: [rt-users] MIME::Parser: can't open tmpfile
    Message-ID: <76CBA4753FF32448894B0E13B59C96B81D308B@yoda.us.nobilis.com>
    
    I dug around in the archives a bit and found a reference to modifying
    EmailParser.pm (lib/RT/EmailParser.pm) and modifying the sub
    _SetupMIMEParser function by adding a $parser->tmp_to_core(0) call after
    the $parser->output_to_core(0) call. This keeps the error from happening
    and makes e-mail communication with RT work, but I'd still like to know
    why... can anyone shed some light on this for me?
    
    Regards,
    Jason
    
    -----Original Message-----
    From: Jason Wilson 
    Sent: Wednesday, December 10, 2003 4:43 PM
    To: rt-users at lists.fsck.com
    Subject: [rt-users] MIME::Parser: can't open tmpfile
    Importance: High
    
    I've going through the install of rt 3.0.7_01 and it seems I've come up
    against a wall.
    
     
    
    I can create/modify/manage tickets/queues/users from the web interface,
    but whenever I submit a message via e-mail, I keep seeing the same error
    message in my mail log file:
    
    MIME::Parser: can't open tmpfile: Invalid argument
    
     
    
    I'm guessing that this is a permission issue somewhere with needed to
    open up a temporary file somewhere when processing the attachment, but
    where I can't seem to locate.
    
     
    
    So the question - can someone point me in the right direction as to why
    RT is having problems opening a tempfile when processing e-mails?
    
     
    
    System Info:
    
    FreeBSD 4.9, Perl 5.8.0, Required Perl Modules up to date as of today,
    Apache 1.3.29, mod_perl 1.29 statically compiled into Apache.
    
     
    
    Thanks in advance.
    
     
    
    Jason Wilson
    
    Nobilis Software
    
     
    
    ~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-
    
    "Yes, we ARE a bunch of anal, short-tempered, quick to
    fly-off-the-handle, sarcastic, know-it-alls.  That's what running
    networks does to you." 
    
    - James Fischer (inet-access)
    
    ~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-~-
    
     
    
    
    
    From m-liebman at northwestern.edu  Thu Dec 11 14:19:09 2003
    From: m-liebman at northwestern.edu (Michael S. Liebman)
    Date: Thu, 11 Dec 2003 14:19:09 -0500
    Subject: [rt-users] Using RT for changelogs
    In-Reply-To: 
    References: 
    Message-ID: <20031211191909.GA6195@SDF.LONESTAR.ORG>
    
    On Thu, Dec 11, 2003 at 10:27:31AM -0800, MikeHamilton at clovisusd.k12.ca.us wrote:
    > Is anyone out there using RT for changelogs? We want to do something where 
    > instead of logging changes to a server/device in a paper journal, we would 
    > like this running history in some kind of database. RT seems like a good 
    > answer for this, but the question of how we could do this is our hanging 
    > point. I've been looking at Wiki and blogging for this type of work.
    
    Off the top of my head... Create a changelog queue, open a ticket for
    each log you want to maintain. Then write a Mason component that
    allows you to query for the log and format it the way you want.
    
    Hope that gives you a starting point.
    
    Michael
    
    -- 
    Michael S. Liebman                      m-liebman at northwestern.edu
                      http://msl521.freeshell.org/
    "I have vision and the rest of the world wears bifocals."
            -Paul Newman in "Butch Cassidy & the Sundance Kid"
    
    
    From garrett at scriptpro.com  Thu Dec 11 14:24:26 2003
    From: garrett at scriptpro.com (Garrett Goebel)
    Date: Thu, 11 Dec 2003 13:24:26 -0600
    Subject: [rt-users] RT2 Schema diagram gone?
    Message-ID: <71BEC0D4E1DED3118F7A009027B12028034C90C6@EXCH_MISSION>
    
    There's a broken image at http://fsck.com/rtfm/article.html?id=158 were
    there used to be a schema diagram for RT2. The image source was
    http://bestpractical/~j/rt_datmodel.jpg. Any idea where it went?
    
    --
    Garrett Goebel
    IS Development Specialist 
    
    ScriptPro                   Direct: 913.403.5261 
    5828 Reeds Road               Main: 913.384.1008 
    Mission, KS 66202              Fax: 913.384.2180 
    www.scriptpro.com          garrett at scriptpro dot com 
     
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    From webmaster at rochester.rr.com  Thu Dec 11 14:53:53 2003
    From: webmaster at rochester.rr.com (Justin C. Sherrill)
    Date: Thu, 11 Dec 2003 14:53:53 -0500
    Subject: [rt-users] draft manual error
    Message-ID: <200312111453.53766.webmaster@rochester.rr.com>
    
    I think this is an error in the manual at the bestpractical site:
    
    Step 5 in Installation says that if you are upgrading within the 3.0.x series, 
    to skip to step 7.  However, step 6 says "for upgrading within the 3.0.x 
    series...", so it would appear you just skip step 5 when upgrading.
    
    Also: 'make upgrade' reports this:
    
    "Congratulations. RT has been upgraded. You should now check-over
    /usr/local/rt/etc/RT_Config.pm for any necessary site customization."
    
    Shouldn't that be /usr/local/rt/etc/RT_SiteConfig.pm ?
    
    
    
    From webmaster at rochester.rr.com  Thu Dec 11 15:03:17 2003
    From: webmaster at rochester.rr.com (Justin C. Sherrill)
    Date: Thu, 11 Dec 2003 15:03:17 -0500
    Subject: [rt-users] NotifyActor - cc to person answering ticket causes extra
    	mail
    Message-ID: <200312111503.17403.webmaster@rochester.rr.com>
    
    I have:
    
    Set($NotifyActor, 1);
    
    set in my RT_SiteConfig.pm.  When a user here is responding to a ticket, and 
    puts her own email address in the CC: field, she gets one mail with no To: 
    field and her address in the CC: field, and another mail with her address in 
    the To: field and no CC:.  It's just a cosmetic problem, since the mail does 
    go.  Is this expected behavior, since I have the notification override above?  
    i.e. Does anyone else see this?  
    
    
    
    From proftp_cj at kdd.de  Thu Dec 11 15:32:24 2003
    From: proftp_cj at kdd.de (christian janssen)
    Date: Thu, 11 Dec 2003 20:32:24 +0000
    Subject: [rt-users] Using RT for changelogs
    In-Reply-To: <20031211191909.GA6195@SDF.LONESTAR.ORG>
    References: 
    	<20031211191909.GA6195@SDF.LONESTAR.ORG>
    Message-ID: <6.0.1.1.2.20031211200441.0201cd50@195.82.63.16>
    
    
    
    At 19:19 11/12/2003, Michael S. Liebman wrote:
    >On Thu, Dec 11, 2003 at 10:27:31AM -0800, MikeHamilton at clovisusd.k12.ca.us 
    >wrote:
    > > Is anyone out there using RT for changelogs? We want to do something where
    > > instead of logging changes to a server/device in a paper journal, we would
    > > like this running history in some kind of database. RT seems like a good
    
    I could highly recommend ELOG "http://midas.psi.ch/elog/" !!
    But it's not DB based, it's flat ASCII File. It's definitely really nice 
    for a changelog
    
    cheers
    Christian
    
    
    
    
    From rick.rezinas at qsent.com  Thu Dec 11 15:44:46 2003
    From: rick.rezinas at qsent.com (Rick Rezinas)
    Date: Thu, 11 Dec 2003 12:44:46 -0800
    Subject: [rt-users] RTFM article deletes
    Message-ID: <20031211204446.GD1550@yeti.qsent.com>
    
    
    hello,
    
    I'm unable to allow mortal users to delete articles.  I had (for the
    group in the class) the following permissions:
    
    CreateArticle
    ModifyArticle
    SeeClass
    ShowArticle
    ShowArticlehistory
    
    in an effort to make Delete available, I also gave
    AdminClass to the group
    
    but still no go.  
    
    It looks like this should be possible...
    
    One other permissions-related question, (though I don't think this is
    doable) is it possible to allow users to create their own classes?
    
    I'm using RT 3.0.7_01 and rtfm 2.0.1.
    
    thx
    rick
    
    --
    Rick Rezinas  503-889-7091
    Unix Systems Administrator
    Qsent, Inc.
    
    
    When Gladstone was British Prime Minister he visited Michael Faraday's
    laboratory and asked if some esoteric substance called `Electricity'
    would ever have practical significance.
    "One day, sir, you will tax it," was the answer.
    					        	-- Science, 1994
    
    
    
    From eslittles at ucdavis.edu  Fri Dec 12 00:12:47 2003
    From: eslittles at ucdavis.edu (Everett Littles)
    Date: Thu, 11 Dec 2003 21:12:47 -0800
    Subject: [rt-users] RT and OS 10.2 Docs
    Message-ID: 
    
    I was reading in the archives that some has a PDF on how to build RT 
    for OS X.
    I am running into quite a few roadblocks, so any information on setting 
    up RT from scratch would be quite a help.
    Thanks.
    
    Please respond to eslittles at ucdavis.edu
    
    
    
    From craig at askings.com.au  Fri Dec 12 00:58:58 2003
    From: craig at askings.com.au (Craig Askings)
    Date: Fri, 12 Dec 2003 15:58:58 +1000
    Subject: [rt-users] no outgoing email from RT3
    Message-ID: <3FD95922.6060908@askings.com.au>
    
    Hi there,
    
    Could sombody please help me with this problem. My RT installation 
    doesn't generate any outgoing email.
    Whenever I send an email to my RT installation is is processed and is 
    entered into the queue. However it doesn't autoreply and I get the 
    following in my logs.
    
    Dec 12 15:49:14 epsilon3 RT: 
     #5/11 - Scrip 2  
    (/usr/share/perl5/RT/Action/SendEmail.pm:92)
    Dec 12 15:49:14 epsilon3 RT: RT::Scrip=HASH(0x9821e4c): Couldn't commit 
    Autoreply To Requestors (/usr/share/perl5/RT/Scrip_Overlay.pm:353)
    
    and when I respond to a ticket the following appears in my logs.
    
    Dec 12 15:54:43 epsilon3 RT: 
     #3/12 - Scrip 9  
    (/usr/share/perl5/RT/Action/SendEmail.pm:92)
    Dec 12 15:54:43 epsilon3 RT: RT::Scrip=HASH(0x958b7ac): Couldn't commit 
    Notify Requestors (/usr/share/perl5/RT/Scrip_Overlay.pm:353)
    
    exim4 is my smtp server and this is how I have the relevent sections in 
    RT_SiteConfig.pm
    
    Set($MailCommand , 'sendmail');
    Set($SendmailArguments , "-oi ");
    
    Any ideas on why this isn't working?
    
    Regards,
    Craig Askings.
    
    
    From ritu at netcore.co.in  Fri Dec 12 01:18:23 2003
    From: ritu at netcore.co.in (Ritu Khetan)
    Date: Fri, 12 Dec 2003 11:48:23 +0530
    Subject: [rt-users] Configuring Apache for RT
    In-Reply-To: <008401c3bff7$4cc56ca0$78d96f83@starfruit>
    References: <1070963909.15382.14.camel@efv2.netcore.co.in>
    	<01ae01c3be46$18714350$78d96f83@starfruit>
    	<1071037899.12147.2.camel@efv2.netcore.co.in>
    	<00bb01c3befc$de9d1b60$78d96f83@starfruit>
    	<1071133717.16288.4.camel@efv2.netcore.co.in>
    	<008401c3bff7$4cc56ca0$78d96f83@starfruit>
    Message-ID: <1071209903.14243.0.camel@efv2.netcore.co.in>
    
    Thanks a lot Max..this worked!!!
    
    Regards,
    Ritu
    On Thu, 2003-12-11 at 20:26, Max Bowsher wrote:
    
    > Ritu Khetan wrote:
    > > Sorry Max, yet no luck. Any other guesses ???????
    > > 
    > > I do have DirectoryIndex index.html defined in my httpd.conf too.
    > > 
    > > This is how the complete thing looks like currently:
    > ... 
    > > 
    > ...
    > >     
    > >         SetHandler perl-script
    > >         PerlHandler RT::Mason
    > >     
    > > 
    > 
    > Remove the ... block.
    > 
    > Max.
    > 
    
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    From jessica at thereinc.com  Fri Dec 12 02:21:37 2003
    From: jessica at thereinc.com (Jessica Koeppel)
    Date: Thu, 11 Dec 2003 23:21:37 -0800
    Subject: [rt-users] datetime stored in GMT?
    Message-ID: <200312120721.hBC7LcBS026387@alwaysthere.there.com>
    
    
    Hi Folks.  I'm brand new to the list, and relatively new to RT
    internals.  I'm trying to write some reports, and I'm just accessing
    the rt2 mysql database directly from a perl script. I have just
    discovered that while the RT interface will show the Created date for
    a ticket as I expect it to (ie; a ticket submitted around 4pm today
    will have a Created time of 2003-12-11 16:00:00) but in the database,
    it'll have a Created time of 2003-12-11 08:00:00.
    
    This screws up my ability to select all the info for tickets created
    on a specific date. Now, I suppose this question might be
    better posed to a mysql group, perhaps. But I'm wondering if 
    other RT users have run into the same problem and have a solution
    or workaround?
    
    --jessica
    
    
    
    From heidbrock at werum.de  Fri Dec 12 03:57:07 2003
    From: heidbrock at werum.de (=?Windows-1252?Q?J=F6rg_Heidbrock?=)
    Date: Fri, 12 Dec 2003 09:57:07 +0100
    Subject: [rt-users] Problems with Attachments
    Message-ID: <005b01c3c08d$eba61e00$996614ac@werum553>
    
    Hi all,
    
    i have problems with binary attachments in rt. I'm using rt with apache and
    mod_fastcgi.
    
    When I start the webserver and add a binary attachment to a ticket,
    everything ist fine. When I then add another attachment, it is bigger and
    corrupted on the server. After a restart of the apache, i can add another
    attachment, which is ok. The next one is corrupted again.
    
    My configuration:
      rt 3.0.7_01
      apache 1.3.26 with mod_fastcgi 2.4.2
      perl 5.8.0
      mysql 3.23.49
    
    Has someone an idea?
    
    Thanks,
      Joerg
    
    
    
    From Samuel.Senoner at eurac.edu  Fri Dec 12 04:48:47 2003
    From: Samuel.Senoner at eurac.edu (Senoner Samuel)
    Date: Fri, 12 Dec 2003 10:48:47 +0100
    Subject: [rt-users] rt with openldap
    Message-ID: <8ABC35686C73554691F3481C4023BE5EF17E9F@abz01be.eurac.edu>
    
    I repeat, RT can't authenticate to an LDAP server directly.
    RT uses the authentication of the web server, RT knows it has to use an
    external authentication (you set in in Siteconfig), and the one who
    authenticates to LDAP is apache, or whatever web server you are using,
    after that RT catches REMOTE_USER from the web server and uses this
    username.
    You mentioned that RT needs to have a user entry on the data base, but
    this has nothing to do how you authenticate to the RT system. In
    addition every module of RT is configured in the standard configuration
    that if a user that authenticate hasn't an account in the db the account
    is created with minimal information automatically when you use external
    authentication. 
    I also use AD and LDAP, but I had to configure my apache to authenticate
    throught LDAP to the AD, RT just knows it has to use external
    authentication.
    
    Sorry for so much caos, but with that I just wanted to say that if you
    don't want to use the internal authentication of RT you have to use the
    authentication of your web server. After that it is an issue of how to
    configure apache or your web server.
    
    Samuel
    
    
    From Samuel.Senoner at eurac.edu  Fri Dec 12 05:08:03 2003
    From: Samuel.Senoner at eurac.edu (Senoner Samuel)
    Date: Fri, 12 Dec 2003 11:08:03 +0100
    Subject: [rt-users] no outgoing email from RT3
    Message-ID: <8ABC35686C73554691F3481C4023BE5EF17EA1@abz01be.eurac.edu>
    
    HM, I don't know much about exim and mail and so on, but I can tell you
    that I have exim and my config is like this and everything works great:
    
    Set($MailCommand , 'sendmailpipe');
    Set($SendmailArguments , "-oi -t");
    
    I hope it helps
    
    Samuel
    
    
    From hwagener at hamburg.fcb.com  Fri Dec 12 06:17:12 2003
    From: hwagener at hamburg.fcb.com (Harald Wagener)
    Date: Fri, 12 Dec 2003 12:17:12 +0100
    Subject: [rt-users] RT and OS 10.2 Docs
    In-Reply-To: 
    References: 
    Message-ID: 
    
    -----BEGIN PGP SIGNED MESSAGE-----
    Hash: SHA1
    
    
    Am 12.12.2003 um 06:12 schrieb Everett Littles:
    
    > I was reading in the archives that some has a PDF on how to build RT 
    > for OS X.
    > I am running into quite a few roadblocks, so any information on 
    > setting up RT from scratch would be quite a help.
    > Thanks.
    >
    
    Have a look at
    
    http://www.boksa.de/tutorials/rt3_macosx.mpp
    
    Regards,
         Harald
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    =6Sw1
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    From jari at utu.fi  Fri Dec 12 07:41:10 2003
    From: jari at utu.fi (Jari Lehtonen)
    Date: Fri, 12 Dec 2003 14:41:10 +0200
    Subject: [rt-users] rt with openldap
    In-Reply-To: <8ABC35686C73554691F3481C4023BE5EF17E9F@abz01be.eurac.edu>
    References: <8ABC35686C73554691F3481C4023BE5EF17E9F@abz01be.eurac.edu>
    Message-ID: <2147483647.1071240070@joydivision.utu.fi>
    
    On perjantai 12. joulukuu 2003 10:48 +0100 Senoner Samuel 
     wrote:
    
    > I repeat, RT can't authenticate to an LDAP server directly.
    
    Then how come we're doing it just fine?
    
    This is how:
    
    
    Works like a charm against Sun ONE Directory Server, even uses SSL 
    encryption when necessary perl modules are provided. I can't see any reason 
    why it wouldn't work with OpenLDAP.
    
    -- 
            Jari Lehtonen
            Unix & Network services
            Computing Center
            University of Turku, Finland
    
    
    From Samuel.Senoner at eurac.edu  Fri Dec 12 08:04:21 2003
    From: Samuel.Senoner at eurac.edu (Senoner Samuel)
    Date: Fri, 12 Dec 2003 14:04:21 +0100
    Subject: [rt-users] rt with openldap
    Message-ID: <8ABC35686C73554691F3481C4023BE5EF17ECA@abz01be.eurac.edu>
    
    Sorry sorry sorry three time sorry.
    
    I searched long time before I implemented LDAP how it works in the
    easiest way, but I never found this.
    Thank you to let me see what a big mistake I did saying something like
    this. Anyway with a patch in one of this modules everything is possible
    so forget if somebody sais to you that with RT something is absolutely
    impossible. ;-)
    
    SAmuel 
    
    -----Original Message-----
    From: Jari Lehtonen [mailto:jari at utu.fi] 
    Sent: Friday,12 December,2003 13:41
    To: Senoner Samuel; Jim Rowan; RT-USER-MAILING-LIST
    Subject: RE: [rt-users] rt with openldap
    
    On perjantai 12. joulukuu 2003 10:48 +0100 Senoner Samuel
     wrote:
    
    > I repeat, RT can't authenticate to an LDAP server directly.
    
    Then how come we're doing it just fine?
    
    This is how:
    
    
    Works like a charm against Sun ONE Directory Server, even uses SSL
    encryption when necessary perl modules are provided. I can't see any
    reason why it wouldn't work with OpenLDAP.
    
    -- 
            Jari Lehtonen
            Unix & Network services
            Computing Center
            University of Turku, Finland
    
    
    
    
    From witold_koziel at kaplan.com  Fri Dec 12 10:25:25 2003
    From: witold_koziel at kaplan.com (Witold Koziel)
    Date: Fri, 12 Dec 2003 10:25:25 -0500
    Subject: [rt-users] Rt2 dump script errors
    Message-ID: <8DF9D814B996F54C8FAE018DB1CA6A2FFCBCB0@888mail1.kaplaninc.com>
    
    Hello,
    
    I'm in a process of upgrading from 1.0.7 to 3.0.7. Upgrade to rt2 went
    without any problems.
    I'm getting the following error when trying to run the rt2 dump script:
    
    [root at hobbit rt2-to-rt3]# perl rt-2.0-to-dumpfile
    /home/kozielw/rt2-to-rt3/dumpdir/
    Can't locate Tie/IxHash.pm in @INC (@INC contains: /opt/rt2/etc
    /opt/rt2/lib /usr/local/lib/perl5/5.8.0/i686-linux
    /usr/local/lib/perl5/5.8.0
    /usr/local/lib/perl5/site_perl/5.8.0/i686-linux
    /usr/local/lib/perl5/site_perl/5.8.0
    /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl .)
    at /opt/rt2/lib/RT/Keyword.pm line 42.
    BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Keyword.pm line 42.
    Compilation failed in require at /opt/rt2/lib/RT/KeywordSelect.pm line
    8.
    BEGIN failed--compilation aborted at /opt/rt2/lib/RT/KeywordSelect.pm
    line 8.
    Compilation failed in require at /opt/rt2/lib/RT/KeywordSelects.pm line
    20.
    BEGIN failed--compilation aborted at /opt/rt2/lib/RT/KeywordSelects.pm
    line 20.
    Compilation failed in require at /opt/rt2/lib/RT/Queue.pm line 832.
    BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Queue.pm line 832.
    Compilation failed in require at /opt/rt2/lib/RT/Queues.pm line 84.
    BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Queues.pm line 84.
    Compilation failed in require at rt-2.0-to-dumpfile line 41.
    BEGIN failed--compilation aborted at rt-2.0-to-dumpfile line 41.
    
    -Thanks,
    
    Witold Koziel
    
    
    From johan.edstrom at sca.com  Fri Dec 12 10:34:47 2003
    From: johan.edstrom at sca.com (Edstrom Johan)
    Date: Fri, 12 Dec 2003 09:34:47 -0600
    Subject: [rt-users] Rt2 dump script errors
    In-Reply-To: <8DF9D814B996F54C8FAE018DB1CA6A2FFCBCB0@888mail1.kaplaninc.com>
    References: <8DF9D814B996F54C8FAE018DB1CA6A2FFCBCB0@888mail1.kaplaninc.com>
    Message-ID: <3FD9E017.3030803@sca.com>
    
    Install 
    
    Tie::IxHash ?
    
    /JE
    Witold Koziel wrote:
    > Hello,
    > 
    > I'm in a process of upgrading from 1.0.7 to 3.0.7. Upgrade to rt2 went
    > without any problems.
    > I'm getting the following error when trying to run the rt2 dump script:
    > 
    > [root at hobbit rt2-to-rt3]# perl rt-2.0-to-dumpfile
    > /home/kozielw/rt2-to-rt3/dumpdir/
    > Can't locate Tie/IxHash.pm in @INC (@INC contains: /opt/rt2/etc
    > /opt/rt2/lib /usr/local/lib/perl5/5.8.0/i686-linux
    > /usr/local/lib/perl5/5.8.0
    > /usr/local/lib/perl5/site_perl/5.8.0/i686-linux
    > /usr/local/lib/perl5/site_perl/5.8.0
    > /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl .)
    > at /opt/rt2/lib/RT/Keyword.pm line 42.
    > BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Keyword.pm line 42.
    > Compilation failed in require at /opt/rt2/lib/RT/KeywordSelect.pm line
    > 8.
    > BEGIN failed--compilation aborted at /opt/rt2/lib/RT/KeywordSelect.pm
    > line 8.
    > Compilation failed in require at /opt/rt2/lib/RT/KeywordSelects.pm line
    > 20.
    > BEGIN failed--compilation aborted at /opt/rt2/lib/RT/KeywordSelects.pm
    > line 20.
    > Compilation failed in require at /opt/rt2/lib/RT/Queue.pm line 832.
    > BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Queue.pm line 832.
    > Compilation failed in require at /opt/rt2/lib/RT/Queues.pm line 84.
    > BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Queues.pm line 84.
    > Compilation failed in require at rt-2.0-to-dumpfile line 41.
    > BEGIN failed--compilation aborted at rt-2.0-to-dumpfile line 41.
    > 
    > -Thanks,
    > 
    > Witold Koziel
    > _______________________________________________
    > rt-users mailing list
    > rt-users at lists.fsck.com
    > http://lists.fsck.com/mailman/listinfo/rt-users
    > 
    > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
    
    -- 
    Printed using 85% recycled binary digits. 
    No bits were harmed in producing this mail.
    
    ##################################
     Johan Edstr?m, SCA IT Services    
     johan.edstrom at sca.com
     Tel      : +1 920 727 8821 
     Fax      : +1 920 727 8810
     Cell     : +1 920 475 3396
    ################################## 
    
    
    
    
    
    From mikep at uclink.berkeley.edu  Fri Dec 12 10:30:51 2003
    From: mikep at uclink.berkeley.edu (Mike Patterson)
    Date: Fri, 12 Dec 2003 07:30:51 -0800
    Subject: [rt-users] automatically Cc someone depending on who the requestor
    	is
    Message-ID: <3FD9DF2B.6070604@uclink.berkeley.edu>
    
    I've been requested to Cc a manager for every ticket that someone in one 
    of their particular unit requests.
    
    The easy solution would be to have them mail a different queue, and use 
    different scrips for that queue.
    
    But I'd prefer to do something else if possible.
    Perhaps I could add all of those people to a RT group.  Have a custom 
    scrip that Cc's this guy if the requestor belongs to that group.
    
    Is there a better way?
    Could someone please give me a clue of what a custom scrip of that 
    nature would look like?
    
    Thanks,
    Mike
    
    
    
    
    From witold_koziel at kaplan.com  Fri Dec 12 11:17:49 2003
    From: witold_koziel at kaplan.com (Witold Koziel)
    Date: Fri, 12 Dec 2003 11:17:49 -0500
    Subject: [rt-users] Rt2 dump script errors
    Message-ID: <8DF9D814B996F54C8FAE018DB1CA6A2FFCBCC6@888mail1.kaplaninc.com>
    
    Thanks. That did the trick. rt-test-dependencies did not complain about Tie::IxHash missing
    
    Witold
    
    -----Original Message-----
    From: Edstrom Johan [mailto:johan.edstrom at sca.com] 
    Sent: Friday, December 12, 2003 10:35 AM
    To: Witold Koziel
    Cc: RT-USER-MAILING-LIST
    Subject: Re: [rt-users] Rt2 dump script errors
    
    Install 
    
    Tie::IxHash ?
    
    /JE
    Witold Koziel wrote:
    > Hello,
    > 
    > I'm in a process of upgrading from 1.0.7 to 3.0.7. Upgrade to rt2 went 
    > without any problems.
    > I'm getting the following error when trying to run the rt2 dump script:
    > 
    > [root at hobbit rt2-to-rt3]# perl rt-2.0-to-dumpfile 
    > /home/kozielw/rt2-to-rt3/dumpdir/ Can't locate Tie/IxHash.pm in @INC 
    > (@INC contains: /opt/rt2/etc /opt/rt2/lib 
    > /usr/local/lib/perl5/5.8.0/i686-linux
    > /usr/local/lib/perl5/5.8.0
    > /usr/local/lib/perl5/site_perl/5.8.0/i686-linux
    > /usr/local/lib/perl5/site_perl/5.8.0
    > /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl .) 
    > at /opt/rt2/lib/RT/Keyword.pm line 42.
    > BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Keyword.pm line 42.
    > Compilation failed in require at /opt/rt2/lib/RT/KeywordSelect.pm line 
    > 8.
    > BEGIN failed--compilation aborted at /opt/rt2/lib/RT/KeywordSelect.pm 
    > line 8.
    > Compilation failed in require at /opt/rt2/lib/RT/KeywordSelects.pm 
    > line 20.
    > BEGIN failed--compilation aborted at /opt/rt2/lib/RT/KeywordSelects.pm 
    > line 20.
    > Compilation failed in require at /opt/rt2/lib/RT/Queue.pm line 832.
    > BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Queue.pm line 832.
    > Compilation failed in require at /opt/rt2/lib/RT/Queues.pm line 84.
    > BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Queues.pm line 84.
    > Compilation failed in require at rt-2.0-to-dumpfile line 41.
    > BEGIN failed--compilation aborted at rt-2.0-to-dumpfile line 41.
    > 
    > -Thanks,
    > 
    > Witold Koziel
    > _______________________________________________
    > rt-users mailing list
    > rt-users at lists.fsck.com
    > http://lists.fsck.com/mailman/listinfo/rt-users
    > 
    > Have you read the FAQ? The RT FAQ Manager lives at 
    > http://fsck.com/rtfm
    
    --
    Printed using 85% recycled binary digits. 
    No bits were harmed in producing this mail.
    
    ##################################
     Johan Edstr?m, SCA IT Services    
     johan.edstrom at sca.com
     Tel      : +1 920 727 8821 
     Fax      : +1 920 727 8810
     Cell     : +1 920 475 3396
    ################################## 
    
    
    
    
    
    From brendan at cs.uchicago.edu  Fri Dec 12 11:34:39 2003
    From: brendan at cs.uchicago.edu (Brendan Strejcek)
    Date: Fri, 12 Dec 2003 10:34:39 -0600
    Subject: [rt-users] managing multiple queues
    Message-ID: <20031212163439.GJ6820@jedi.cs.uchicago.edu>
    
    I'm setting up RT for a department with multiple administrative domains
    (this is my criteria: if a group has its own manager, it deserves a
    queue). By default, ticket cardinality seems to be an attribute of the
    global RT instance. I think it would be more elegant if it were an
    attribute of the queue. For example, (assuming 3 example queues) I would
    like the following three ticket subject lines to make sense:
    
     [purchases example.com #13] buy something
    
     [hr example.com #13] fire someone
    
     [tech example.com #13] fix something
    
    where purchases, hr, and tech are all independent queues. The default
    behavior seems to indicate this would actually look like:
    
     [example.com #13] buy something
    
     [example.com #14] fire someone
    
     [example.com #15] fix something
    
    I think what I want is for the global AutoReply template to contain
    something like:
    
     [{$queuename} {$rtname} #{$Ticket->id}]
    
    (or whatever should be used for $queuename) rather than
    
     [{$rtname} #{$Ticket->id}]
    
    but this doesn't seem to address the independent ticket numbers per
    queue. It seems to me like most people would rather configure RT the way
    I described above, so I assume I'm just missing something.
    
    Thanks in advance.
    
    -- Brendan
    
    
    From lists-rt at pimb.org  Fri Dec 12 11:47:50 2003
    From: lists-rt at pimb.org (Jody Belka)
    Date: Fri, 12 Dec 2003 16:47:50 -0000 (GMT)
    Subject: [rt-users] managing multiple queues
    In-Reply-To: <20031212163439.GJ6820@jedi.cs.uchicago.edu>
    References: <20031212163439.GJ6820@jedi.cs.uchicago.edu>
    Message-ID: <44048.81.168.23.49.1071247670.squirrel@zeus.aardvark-ss.com>
    
    Brendan Strejcek said:
    > By default, ticket cardinality seems to be an attribute of the
    > global RT instance. I think it would be more elegant if it were an
    > attribute of the queue. For example, (assuming 3 example queues) I would
    > like the following three ticket subject lines to make sense:
    >
    >  [purchases example.com #13] buy something
    >
    >  [hr example.com #13] fire someone
    >
    >  [tech example.com #13] fix something
    >
    > where purchases, hr, and tech are all independent queues.
    
    > It seems to me like most people would rather configure RT the way
    > I described above, so I assume I'm just missing something.
    
    What should the system then do if you move a ticket from one queue to
    another?
    
    
    -- 
    Jody Belka
    knew (at) pimb (dot) org
    
    
    From rt at anothy.9srv.net  Fri Dec 12 11:50:32 2003
    From: rt at anothy.9srv.net (Anthony Sorace)
    Date: Fri, 12 Dec 2003 16:50:32 +0000
    Subject: [rt-users] managing multiple queues
    In-Reply-To: <20031212163439.GJ6820@jedi.cs.uchicago.edu>
    References: <20031212163439.GJ6820@jedi.cs.uchicago.edu>
    Message-ID: <4CC33A5D-2CC3-11D8-910D-000A95DA79F6@anothy.9srv.net>
    
    The (one?) problem with having ticket IDs be per-queue is that tickets 
    are stored by ID (and things like attachments reference them by such), 
    and they can move between queues. It seems to me your suggestion would 
    involve a fairly intensive find-and-replace when moving a ticket from 
    one queue to another. This would be a *huge* issue for us (and I 
    suspect others), as we're constantly moving tickets that people have 
    dropped into the "General" queue into a more appropriate home.
    
    Aside from that predicted performance issue, I find it convenient to be 
    able to say "ticket 27" and have it be clear what I'm talking about. 
    Keep in mind you can also reference tickets in other queues.
    
    Anthony Sorace
    CIBERNET Corp
    Director of Information Technology
    
    
    
    From seph at directionless.org  Fri Dec 12 12:01:19 2003
    From: seph at directionless.org (seph)
    Date: Fri, 12 Dec 2003 12:01:19 -0500
    Subject: [rt-users] Re: managing multiple queues
    In-Reply-To: <20031212163439.GJ6820@jedi.cs.uchicago.edu> (Brendan
    	Strejcek's message of "Fri, 12 Dec 2003 10:34:39 -0600")
    References: <20031212163439.GJ6820@jedi.cs.uchicago.edu>
    Message-ID: 
    
    > I'm setting up RT for a department with multiple administrative domains
    > (this is my criteria: if a group has its own manager, it deserves a
    > queue). By default, ticket cardinality seems to be an attribute of the
    > global RT instance. I think it would be more elegant if it were an
    > attribute of the queue. 
    
    what happens when you move a ticket between queues? In my world view,
    tickets should have unique numbers per install. If you want really
    separate queues, maybe you want separate RT installs?
    
    seph
    
    
    From jim.rowan at starcore-dsp.com  Fri Dec 12 12:03:03 2003
    From: jim.rowan at starcore-dsp.com (Jim Rowan)
    Date: Fri, 12 Dec 2003 11:03:03 -0600
    Subject: [rt-users] managing multiple queues
    Message-ID: 
    
    > The (one?) problem with having ticket IDs be per-queue is 
    > that tickets 
    > are stored by ID (and things like attachments reference them 
    > by such), 
    > and they can move between queues. 
    
    To rephrase Anthony's answer more bluntly:
    
    To do this cleanly, it would involve a huge redesign, touching most
    parts of RT.  If you really want this behavior, install multiple
    instances.  I'd suggest just accepting it. :)
    
    
    
    From brendan at cs.uchicago.edu  Fri Dec 12 12:18:10 2003
    From: brendan at cs.uchicago.edu (Brendan Strejcek)
    Date: Fri, 12 Dec 2003 11:18:10 -0600
    Subject: [rt-users] managing multiple queues
    In-Reply-To: <44048.81.168.23.49.1071247670.squirrel@zeus.aardvark-ss.com>
    References: <20031212163439.GJ6820@jedi.cs.uchicago.edu>
    	<44048.81.168.23.49.1071247670.squirrel@zeus.aardvark-ss.com>
    Message-ID: <20031212171809.GL6820@jedi.cs.uchicago.edu>
    
    I wrote:
    
    > > By default, ticket cardinality seems to be an attribute of the
    > > global RT instance. I think it would be more elegant if it were an
    > > attribute of the queue.
    
    Jody Belka wrote:
    
    > What should the system then do if you move a ticket from one queue to
    > another?
    
    Ah, that is not something I had considered (nor something my model
    requires, but I can see why others would want to).
    
    The main thing that I wanted to accomplish was to have the queue name
    clearly on the subject line.
    
    I changed the global Autoreply template subject line to:
    
    Subject: [{$Ticket->QueueObj->Name}] {$Ticket->Subject}
    
    which creates subject lines like:
    
    [example.com #13] [queuename] ticket subject
    
    I think this may be good enough.
    
    -- Brendan
    
    
    From rtusers-lists-fsck-com at jal.org  Fri Dec 12 12:21:32 2003
    From: rtusers-lists-fsck-com at jal.org (rtusers-lists-fsck-com at jal.org)
    Date: Fri, 12 Dec 2003 12:21:32 -0500
    Subject: [rt-users] Re: managing multiple queues
    In-Reply-To: 
    References: <20031212163439.GJ6820@jedi.cs.uchicago.edu>
    	
    Message-ID: <20031212172132.GA27422@clueinc.net>
    
    On Fri, 12 Dec 2003, seph wrote:
    
    > what happens when you move a ticket between queues? In my world view,
    > tickets should have unique numbers per install. If you want really
    > separate queues, maybe you want separate RT installs?
    
    The way this is normally* handled is that database-internal unique IDs are 
    not exposed. Every ticket has a unique ID, and a queue ID. If a ticket 
    moves between queues, you Do Something to make it unique, such as 
    renumbering it, appending something, or whatever.
    
    I'm not denying that this would be a huge change for RT; I'm just 
    illustrating what other applications that have encountered this sort 
    of problem do.
    
    -j
    
    *This causes other problems, such as users expecting that the ID they
    see is actually the ID of the record, leading to other conclusions about 
    internal software states, causing lots of confusion all around. Ain't
    software grand?
    
    
    
    
    -- 
    Jamie Lawrence                                        jal at jal.org
    "Saying 'please' is for losers"
        -Joe Tucci
    
    
    
    
    From brendan at cs.uchicago.edu  Fri Dec 12 13:10:00 2003
    From: brendan at cs.uchicago.edu (Brendan Strejcek)
    Date: Fri, 12 Dec 2003 12:10:00 -0600
    Subject: [rt-users] Re: managing multiple queues
    In-Reply-To: 
    References: <20031212163439.GJ6820@jedi.cs.uchicago.edu>
    	
    Message-ID: <20031212181000.GT6820@jedi.cs.uchicago.edu>
    
    I wrote:
    
    > > I'm setting up RT for a department with multiple administrative
    > > domains (this is my criteria: if a group has its own manager, it
    > > deserves a queue). By default, ticket cardinality seems to be an
    > > attribute of the global RT instance. I think it would be more
    > > elegant if it were an attribute of the queue.
    
    seph wrote:
    
    > what happens when you move a ticket between queues? In my world view,
    > tickets should have unique numbers per install. If you want really
    > separate queues, maybe you want separate RT installs?
    
    Maybe. I don't think it would be that difficult; probably just a new
    Apache virtual host and I guess you would need another RT hierarchy so
    you could have a unique RT_SiteConfig for each instance. That would be
    using different RT instances to model different departments rather that
    queues which seems cleaner. Of course, a new database, but that is easy.
    
    I will probably just stick with my template hack and explain to
    individual queue users why the ticket numbers seem to jump around. I
    also need to figure out how to add the queue name into the subject line
    of responses from staff members also; I expect that should be easy.
    
    BTW, I've been working on some internal documentation to make all of
    this work with RT 3, OpenBSD 3.4, postfix, and PostgreSQL. It ended up
    being pretty general, so I'll probably post this document when I'm done.
    
    -- Brendan
    
    
    From fran at cis.uab.edu  Fri Dec 12 13:18:32 2003
    From: fran at cis.uab.edu (Fran Fabrizio)
    Date: Fri, 12 Dec 2003 12:18:32 -0600
    Subject: [rt-users] Preventing reopening of rejected tickets
    Message-ID: <1071253112.1929.93.camel@ds119b>
    
    
    I would like to prevent the reopening of rejected tickets by any but
    superusers.  Is this possible?  By default, if I reject a ticket, a user
    or one of my privileged users replies, and it's reopened. 
    
    Thanks,
    Fran
    
    -- 
    
    Fran Fabrizio
    Senior Systems Analyst
    Department of Computer and Information Sciences
    University of Alabama - Birmingham
    fran at cis.uab.edu
    (205) 934-0653
    
    
    
    From fran at cis.uab.edu  Fri Dec 12 14:53:38 2003
    From: fran at cis.uab.edu (Fran Fabrizio)
    Date: Fri, 12 Dec 2003 13:53:38 -0600
    Subject: [rt-users] Creating tickets on behalf of others
    Message-ID: <1071258818.1929.123.camel@ds119b>
    
    
    What would be really nice is that when a user calls or stops by with a
    problem, and I then email helpdesk to create a ticket, I could put them
    as the Cc: and have Helpdesk make them a requestor for the item.  Is
    that possible?  Don't think I've seen anything like that in the docs.
    
    Thanks,
    Fran
    
    -- 
    
    Fran Fabrizio
    Senior Systems Analyst
    Department of Computer and Information Sciences
    University of Alabama - Birmingham
    fran at cis.uab.edu
    (205) 934-0653
    
    
    
    From jesse at bestpractical.com  Fri Dec 12 14:53:54 2003
    From: jesse at bestpractical.com (Jesse Vincent)
    Date: Fri, 12 Dec 2003 14:53:54 -0500
    Subject: [rt-users] Problems with Attachments
    In-Reply-To: <005b01c3c08d$eba61e00$996614ac@werum553>
    References: <005b01c3c08d$eba61e00$996614ac@werum553>
    Message-ID: <20031212195354.GL18918@fsck.com>
    
    
    
    
    On Fri, Dec 12, 2003 at 09:57:07AM +0100, Jrg Heidbrock wrote:
    > Hi all,
    > 
    > i have problems with binary attachments in rt. I'm using rt with apache and
    > mod_fastcgi.
    > 
    > When I start the webserver and add a binary attachment to a ticket,
    > everything ist fine. When I then add another attachment, it is bigger and
    > corrupted on the server. After a restart of the apache, i can add another
    > attachment, which is ok. The next one is corrupted again.
    
    Try to replicate this with 3.0.8pre2?
    
    > 
    > My configuration:
    >   rt 3.0.7_01
    >   apache 1.3.26 with mod_fastcgi 2.4.2
    >   perl 5.8.0
    >   mysql 3.23.49
    > 
    > Has someone an idea?
    > 
    > Thanks,
    >   Joerg
    > 
    > _______________________________________________
    > rt-users mailing list
    > rt-users at lists.fsck.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  Fri Dec 12 14:56:30 2003
    From: khera at kcilink.com (Vivek Khera)
    Date: Fri, 12 Dec 2003 14:56:30 -0500
    Subject: [rt-users] Creating tickets on behalf of others
    In-Reply-To: <1071258818.1929.123.camel@ds119b>
    References: <1071258818.1929.123.camel@ds119b>
    Message-ID: <16346.7534.993303.710907@yertle.int.kciLink.com>
    
    >>>>> "FF" == Fran Fabrizio  writes:
    
    FF> What would be really nice is that when a user calls or stops by with a
    FF> problem, and I then email helpdesk to create a ticket, I could put them
    
    use the web form instead of email to create the ticket, and enter
    their email address as the requestor.
    
    
    From fran at cis.uab.edu  Fri Dec 12 15:10:36 2003
    From: fran at cis.uab.edu (Fran Fabrizio)
    Date: Fri, 12 Dec 2003 14:10:36 -0600
    Subject: [rt-users] Creating tickets on behalf of others
    In-Reply-To: <16346.7534.993303.710907@yertle.int.kciLink.com>
    References: <1071258818.1929.123.camel@ds119b>
    	<16346.7534.993303.710907@yertle.int.kciLink.com>
    Message-ID: <1071259836.1929.132.camel@ds119b>
    
    
    Yes, but an email approach would be nice - much quicker to send an email
    than logging into the web and submitting a form, and important for me is
    the ability to send that email from anywhere in the world, whereas the
    web interface may not be accessible outside the LAN (ours isn't).
    
    -Fran
    
    On Fri, 2003-12-12 at 13:56, Vivek Khera wrote:
    > >>>>> "FF" == Fran Fabrizio  writes:
    > 
    > FF> What would be really nice is that when a user calls or stops by with a
    > FF> problem, and I then email helpdesk to create a ticket, I could put them
    > 
    > use the web form instead of email to create the ticket, and enter
    > their email address as 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
    -- 
    
    Fran Fabrizio
    Senior Systems Analyst
    Department of Computer and Information Sciences
    University of Alabama - Birmingham
    fran at cis.uab.edu
    (205) 934-0653
    
    
    
    From witold_koziel at kaplan.com  Fri Dec 12 15:26:45 2003
    From: witold_koziel at kaplan.com (Witold Koziel)
    Date: Fri, 12 Dec 2003 15:26:45 -0500
    Subject: [rt-users] RT3 import script errors
    Message-ID: <8DF9D814B996F54C8FAE018DB1CA6A2FFCBD23@888mail1.kaplaninc.com>
    
    Hi again,
    
    I'm getting the following errors when importing rt2 dumpfile to rt3
    using the latest version of the migration tool: 
    
    Importing users
    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.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.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.uu.u.u
    .u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.uu.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.
    u.u.u.u.u.u.
    Importing groups
    rrr[Fri Dec 12 19:39:28 2003] [crit]: 1
    (/opt/rt3/lib/RT/ACE_Overlay.pm:884)
    [Fri Dec 12 19:39:28 2003] [crit]: Can't load a principal for id
    (/opt/rt3/lib/RT/ACE_Overlay.pm:885)
    r[Fri Dec 12 19:39:28 2003] [crit]: 1
    (/opt/rt3/lib/RT/ACE_Overlay.pm:884)
    [Fri Dec 12 19:39:28 2003] [crit]: Can't load a principal for id
    (/opt/rt3/lib/RT/ACE_Overlay.pm:885)
    rrrrrrrr[Fri Dec 12 19:39:28 2003] [crit]: 1
    (/opt/rt3/lib/RT/ACE_Overlay.pm:884)
    [Fri Dec 12 19:39:28 2003] [crit]: Can't load a principal for id
    (/opt/rt3/lib/RT/ACE_Overlay.pm:885)
    rqqqqqqqqqqq[Fri Dec 12 19:40:31 2003] [crit]: 1
    (/opt/rt3/lib/RT/ACE_Overlay.pm:884)
    [Fri Dec 12 19:40:31 2003] [crit]: Can't load a principal for id
    (/opt/rt3/lib/RT/ACE_Overlay.pm:885)
    [Fri Dec 12 19:40:32 2003] [crit]: 1
    (/opt/rt3/lib/RT/ACE_Overlay.pm:884)
    
    After several lines of the error above it looked like the import
    proceeded fine.
    Around 1000+ started getting following errors:
    
    [Fri Dec 12 20:15:56 2003] [error]: Couldn't create a ticket group of
    type 'Owner' for ticket 1228: Could not create group
    (/opt/rt3/lib/RT/Ticket_Overlay.pm:1323)
    [Fri Dec 12 20:15:56 2003] [crit]: Couldn't create ticket groups for
    ticket 1228. aborting Ticket creation.
    (/opt/rt3/lib/RT/Ticket_Overlay.pm:534)
    .t-1229
    [Fri Dec 12 20:15:58 2003] [error]: Couldn't create a ticket group of
    type 'Owner' for ticket 1229: Could not create group
    (/opt/rt3/lib/RT/Ticket_Overlay.pm:1323)
    [Fri Dec 12 20:15:58 2003] [crit]: Couldn't create ticket groups for
    ticket 1229. aborting Ticket creation.
    (/opt/rt3/lib/RT/Ticket_Overlay.pm:534)
    .t-1230
    
    -Thanks,
    
    Witold
    
    
    From lists at flothow.de  Fri Dec 12 16:15:28 2003
    From: lists at flothow.de (Sebastian Flothow)
    Date: Fri, 12 Dec 2003 22:15:28 +0100
    Subject: [rt-users] Creating tickets on behalf of others
    In-Reply-To: <1071258818.1929.123.camel@ds119b>
    Message-ID: <4F36832C-2CE8-11D8-8456-000393B2BB20@flothow.de>
    
    Am Freitag, den 12. Dezember 2003, um 20:53, schrieb Fran Fabrizio:
    > What would be really nice is that when a user calls or stops by with a
    > problem, and I then email helpdesk to create a ticket, I could put them
    > as the Cc: and have Helpdesk make them a requestor for the item.
    
    Should be no problem - in the "People" section, just add a new 
    requestor, and maybe delete the current one.
    
    It may be possible to automate this with a script, though I can't help 
    you there.
    
    
    
    Sebastian
    
    --
    Sebastian Flothow
    sebastian at flothow.de
    
     > Because it reverses the logical flow of conversation.
    Why is top posting frowned upon?
    
    
    
    From fran at cis.uab.edu  Fri Dec 12 16:18:23 2003
    From: fran at cis.uab.edu (Fran Fabrizio)
    Date: Fri, 12 Dec 2003 15:18:23 -0600
    Subject: [rt-users] Creating tickets on behalf of others
    In-Reply-To: <4F36832C-2CE8-11D8-8456-000393B2BB20@flothow.de>
    References: <4F36832C-2CE8-11D8-8456-000393B2BB20@flothow.de>
    Message-ID: <1071263902.1929.147.camel@ds119b>
    
    
    Yes, it's the automation I am after - I want RT to see there is a Cc:
    and that this is a new ticket, and make the Cc: a co-requestor.  Maybe I
    can script it someday.
    
    -Fran
    
    On Fri, 2003-12-12 at 15:15, Sebastian Flothow wrote:
    > Am Freitag, den 12. Dezember 2003, um 20:53, schrieb Fran Fabrizio:
    > > What would be really nice is that when a user calls or stops by with a
    > > problem, and I then email helpdesk to create a ticket, I could put them
    > > as the Cc: and have Helpdesk make them a requestor for the item.
    > 
    > Should be no problem - in the "People" section, just add a new 
    > requestor, and maybe delete the current one.
    > 
    > It may be possible to automate this with a script, though I can't help 
    > you there.
    > 
    > 
    > 
    > Sebastian
    > 
    > --
    > Sebastian Flothow
    > sebastian at flothow.de
    > 
    >  > Because it reverses the logical flow of conversation.
    > Why is top posting frowned upon?
    -- 
    
    Fran Fabrizio
    Senior Systems Analyst
    Department of Computer and Information Sciences
    University of Alabama - Birmingham
    fran at cis.uab.edu
    (205) 934-0653
    
    
    
    From sshaik at cait.org  Fri Dec 12 16:23:04 2003
    From: sshaik at cait.org (Shamim Shaik)
    Date: Fri, 12 Dec 2003 15:23:04 -0600 (CST)
    Subject: [rt-users] (no subject)
    In-Reply-To: <1071258818.1929.123.camel@ds119b>
    References: <1071258818.1929.123.camel@ds119b>
    Message-ID: <1076.64.107.227.79.1071264184.squirrel@webmail.cait.org>
    
    Please remove me from the list.
    
    
    sshaik at cait.org
    
    
    
    From MikeHamilton at clovisusd.k12.ca.us  Fri Dec 12 16:40:47 2003
    From: MikeHamilton at clovisusd.k12.ca.us (MikeHamilton at clovisusd.k12.ca.us)
    Date: Fri, 12 Dec 2003 13:40:47 -0800
    Subject: [rt-users] Login Log
    Message-ID: 
    
    Does anyone know if RT keeps a log of when users log in?
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    From seph at directionless.org  Fri Dec 12 16:56:22 2003
    From: seph at directionless.org (seph)
    Date: Fri, 12 Dec 2003 16:56:22 -0500
    Subject: [rt-users] Re: Creating tickets on behalf of others
    In-Reply-To: <1071259836.1929.132.camel@ds119b> (Fran Fabrizio's message of
    	"Fri, 12 Dec 2003 14:10:36 -0600")
    References: <1071258818.1929.123.camel@ds119b>
    	<16346.7534.993303.710907@yertle.int.kciLink.com>
    	<1071259836.1929.132.camel@ds119b>
    Message-ID: 
    
    > Yes, but an email approach would be nice - much quicker to send an email
    > than logging into the web and submitting a form, and important for me is
    > the ability to send that email from anywhere in the world, whereas the
    > web interface may not be accessible outside the LAN (ours isn't).
    
    so forge an email.
    
    seph
    
    
    From witold_koziel at kaplan.com  Fri Dec 12 18:04:00 2003
    From: witold_koziel at kaplan.com (Witold Koziel)
    Date: Fri, 12 Dec 2003 18:04:00 -0500
    Subject: [rt-users] RT3 import script errors
    Message-ID: <8DF9D814B996F54C8FAE018DB1CA6A2FFCBD5E@888mail1.kaplaninc.com>
    
    I have found some references to the errors I received initially:
    
    Can't load a principal for id  (/opt/rt3/lib/RT/ACE_Overlay.pm:885)
    
    apparently being caused by a missing or out of date DBIx::SearchBuilder
    All modules checked as found during the pre-installation scan.
    I just verified it again : DBIx::SearchBuilder is up to date.
    
    
    Has anyone ran into these problems? Also, at the end of the import I
    received these errors
    (looks like I have forgot to change some default somewhere). I'm running
    out of ideas.
    
    Any help you could provide is appreciated.
    
    -Thanks,
    
    Witold
    
    Importing links
    llllllllllllllllllllllllllllllllllllllllllllllCouldn't create link  from
    fsck.com-rt:/ticket/1244 to fsck.com-rt:/ticket/1243
    Couldn't create link  from fsck.com-rt:/ticket/1245 to
    fsck.com-rt:/ticket/1243
    Couldn't create link  from fsck.com-rt:/ticket/1476 to
    fsck.com-rt:/ticket/1472
    Couldn't create link  from fsck.com-rt:/ticket/1482 to
    fsck.com-rt:/ticket/1481
    Couldn't create link  from fsck.com-rt:/ticket/1502 to
    fsck.com-rt:/ticket/1501
    Couldn't create link  from fsck.com-rt:/ticket/1601 to
    fsck.com-rt:/ticket/1595
    Couldn't create link  from fsck.com-rt:/ticket/1667 to
    fsck.com-rt:/ticket/1636
    Couldn't create link  from fsck.com-rt:/ticket/1668 to
    fsck.com-rt:/ticket/1636
    Couldn't create link  from fsck.com-rt:/ticket/1669 to
    fsck.com-rt:/ticket/1636
    Couldn't create link  from fsck.com-rt:/ticket/1670 to
    fsck.com-rt:/ticket/1636
    
    
    
    
    
     
    
    -----Original Message-----
    From: rt-users-bounces at lists.fsck.com
    [mailto:rt-users-bounces at lists.fsck.com] On Behalf Of Witold Koziel
    Sent: Friday, December 12, 2003 3:27 PM
    To: RT-USER-MAILING-LIST
    Subject: [rt-users] RT3 import script errors
    
    Hi again,
    
    I'm getting the following errors when importing rt2 dumpfile to rt3
    using the latest version of the migration tool: 
    
    Importing users
    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.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.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.uu.u.u
    .u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.uu.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.
    u.u.u.u.u.u.
    Importing groups
    rrr[Fri Dec 12 19:39:28 2003] [crit]: 1
    (/opt/rt3/lib/RT/ACE_Overlay.pm:884)
    [Fri Dec 12 19:39:28 2003] [crit]: Can't load a principal for id
    (/opt/rt3/lib/RT/ACE_Overlay.pm:885)
    r[Fri Dec 12 19:39:28 2003] [crit]: 1
    (/opt/rt3/lib/RT/ACE_Overlay.pm:884)
    [Fri Dec 12 19:39:28 2003] [crit]: Can't load a principal for id
    (/opt/rt3/lib/RT/ACE_Overlay.pm:885)
    rrrrrrrr[Fri Dec 12 19:39:28 2003] [crit]: 1
    (/opt/rt3/lib/RT/ACE_Overlay.pm:884)
    [Fri Dec 12 19:39:28 2003] [crit]: Can't load a principal for id
    (/opt/rt3/lib/RT/ACE_Overlay.pm:885)
    rqqqqqqqqqqq[Fri Dec 12 19:40:31 2003] [crit]: 1
    (/opt/rt3/lib/RT/ACE_Overlay.pm:884)
    [Fri Dec 12 19:40:31 2003] [crit]: Can't load a principal for id
    (/opt/rt3/lib/RT/ACE_Overlay.pm:885)
    [Fri Dec 12 19:40:32 2003] [crit]: 1
    (/opt/rt3/lib/RT/ACE_Overlay.pm:884)
    
    After several lines of the error above it looked like the import
    proceeded fine.
    Around 1000+ started getting following errors:
    
    [Fri Dec 12 20:15:56 2003] [error]: Couldn't create a ticket group of
    type 'Owner' for ticket 1228: Could not create group
    (/opt/rt3/lib/RT/Ticket_Overlay.pm:1323)
    [Fri Dec 12 20:15:56 2003] [crit]: Couldn't create ticket groups for
    ticket 1228. aborting Ticket creation.
    (/opt/rt3/lib/RT/Ticket_Overlay.pm:534)
    .t-1229
    [Fri Dec 12 20:15:58 2003] [error]: Couldn't create a ticket group of
    type 'Owner' for ticket 1229: Could not create group
    (/opt/rt3/lib/RT/Ticket_Overlay.pm:1323)
    [Fri Dec 12 20:15:58 2003] [crit]: Couldn't create ticket groups for
    ticket 1229. aborting Ticket creation.
    (/opt/rt3/lib/RT/Ticket_Overlay.pm:534)
    .t-1230
    
    -Thanks,
    
    Witold
    _______________________________________________
    rt-users mailing list
    rt-users at lists.fsck.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 mcannella at voami.org  Fri Dec 12 18:57:55 2003
    From: mcannella at voami.org (Michael Cannella)
    Date: Fri, 12 Dec 2003 18:57:55 -0500
    Subject: [rt-users] Correctly setting organizational logo
    Message-ID: <8D935C9D9746D841897203BB73547FFC3D9610@voaserver.voa.local>
    
    
    
    Just a note that I meant to mention when I fixed it. This probably
    belongs on another list, but I thought it might be helpful to other
    newbies such as myself here. 
    
    
    As shipped, to set the logo for RT, I put my graphic into the
    share/html/NoAuth/images directory, and replaced the value "bplogo.gif"
    in share/html/Elements/Header with the name of my graphic and its
    desired size.
    
    The etc/RT_Config.pm file
      - Has a comment referring to	"$RTLogoURL"
      - Defines the variable as 	"$LogoURL"  as   bplogo.jpg (file does
    not exist)
    
    And then share/html/Elements/Header   goes and actually uses the value
    bplogo.gif.
    
    Now I'm all for frequent use of the grep command, but may I suggest:
    
     1a. Fix RT_Config comment to say $LogoURL
     1b. Add variables for $LogoURLWidth and $LogoURLHeight on following
    lines
     2. Fix RT_Config define to use bplogo.gif
     3. Fix Elements/Header to refer to $RT::$LogoURL and height and width
    
    
    Would have saved me a bit of confustiation......
    
    
    
    
    --- michael cannella
    --- IT Manager, Volunteers of America Michigan
    --- mcannella at voami.org
    
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    From josh.kuo at prioritynetworks.net  Fri Dec 12 21:56:49 2003
    From: josh.kuo at prioritynetworks.net (Josh Kuo)
    Date: Fri, 12 Dec 2003 18:56:49 -0800
    Subject: [rt-users] assigning owner to ticket via email
    Message-ID: <1071284205.8773.21.camel@laptop>
    
    i've read through the mail archive and didn't find what i needed...
    
    i would like to be able to reply to an email that created the ticket,
    and throw in a keyword somewhere in my reply email (perhaps "OWN" in my
    first line?), and have RT assign the specific ticket to me.
    
    similarly, i would also like to be able to reply to the email with
    "OPEN" in my first line and have RT open the ticket for me, and
    "RESOLVED" to close the ticket.
    
    i have read some hints from mail archive, and the closest thing i have
    found was this one:
    
    http://lists.fsck.com/pipermail/rt-users/2003-October/018046.html
    
    i understand the code, but which file do i modify? if possible, i would
    like this to be just a loadable "scrip".
    
    
    
    
    -- 
    Josh Kuo 
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    From jflanders at burrelles.com  Fri Dec 12 23:21:22 2003
    From: jflanders at burrelles.com (jflanders at burrelles.com)
    Date: Fri, 12 Dec 2003 23:21:22 -0500
    Subject: [rt-users] Ticket Body in Email
    Message-ID: 
    
    I've just got 2 more small hurdles to clear before I should have a
    working RT for my company.  The way we want to use RT is when a new
    ticket comes in our supervisor assigns it to a technician by changing
    the owner.  The technician would get an email notifying him/her of the
    ticket including details of the ticket.  One of which I'd like to be the
    actual body of the ticket or history but the {$Transaction->Content()}
    doesn't work in Change Owner.   Is there another way to get it put the
    body of the ticket in an email?  Or has this been fixed in 3.0.7?
    
    Jarrod Flanders
    A+, Network+
    Computer Technician
    Burrelles Information Services, LLC
    
    
    
    
    
    From jflanders at burrelles.com  Fri Dec 12 23:26:05 2003
    From: jflanders at burrelles.com (jflanders at burrelles.com)
    Date: Fri, 12 Dec 2003 23:26:05 -0500
    Subject: [rt-users] RTFM install problems
    Message-ID: 
    
    Second hurdle, when installing RTFM it'll ask for the MySQL root
    password which I give it and it creates a couple of table (I've verfied
    this) it then asks again for the password which when I give to it the
    install script abruptly ends putting me back to the prompt.  When I
    restart Apache there is not RTFM on the right side and no new rights to
    give to users or groups.  But there is 9 new tables in MySQL under RT.
    Any ideas. 
    
    BTW I hope you do throw in a HTML stripper in a later release it's been
    a major hanging point for us in implementing RT since our company uses
    Outlook.  Our company's programmer is trying to modify a perl script to
    do it (in his free time) and once he's done I'll be sure to share it
    (I've already shared what he has so far).  Right now it removes the HTML
    tags but not the lines its on so you have to scroll down to see the
    text.
    
    Jarrod Flanders
    A+, Network+
    Computer Technician
    Burrelles Information Services, LLC
    
    
    
    
    
    From rtusers-lists-fsck-com at jal.org  Fri Dec 12 23:33:59 2003
    From: rtusers-lists-fsck-com at jal.org (rtusers-lists-fsck-com at jal.org)
    Date: Fri, 12 Dec 2003 23:33:59 -0500
    Subject: [rt-users] Re: managing multiple queues
    In-Reply-To: 
    References: <20031212163439.GJ6820@jedi.cs.uchicago.edu>
    	
    	<20031212172132.GA27422@clueinc.net>
    	
    Message-ID: <20031213043359.GK27422@clueinc.net>
    
    On Fri, 12 Dec 2003, seph wrote:
    
    > >> what happens when you move a ticket between queues? 
    > >
    > > The way this is normally* handled is that database-internal unique IDs are 
    > > not exposed. Every ticket has a unique ID, and a queue ID. If a ticket 
    > > moves between queues, you Do Something to make it unique, such as 
    > > renumbering it, appending something, or whatever.
    > 
    > except that there must be an exposed unique id, otherwise the system
    > (RT or otherwise) can't route things to the right place. For example:
    > 
    >    user sends mail to support, gets autoresponse with [support #36]
    > 
    >    staff member decided it really belongs to billing, ticket is 
    >    now [billing #29]
    > 
    >    user sends some additional informational mail, to their tag 
    >    of [support #36]
    > 
    > How does the system know where to route it? 
    
    That's the part in capitals ("Do Something"). Like renumbering it,
    appending something, or whatever. I was speaking to the general problem,
    which is identifying a unique instance of something, when multiple
    methods of referring to that something might apply. Handling the
    indirection is a different problem than identifying the original thing,
    and if you're interested in scaling, that's important.
    
    As far as this particular case goes, it depends on goals. If you (for
    some business reason) need consecutive tickets, then of course you have
    to add something else, and do something like [billing #36 *3f9a85*], or
    whatever. If you don't, you have a primary key of the two identifiers.
    
    None of this has anything to do with RT development, and I apologize for
    leading in a direction that was not applicable.
    
    -j
    
    
    
    
    -- 
    Jamie Lawrence                                        jal at jal.org
    "In human stupidity, when it is not malicious, there is something 
    very touching, even beautiful... There always is."
       -Leo Tolstoy
    
    
    
    
    From dka at kesslerundpartner.biz  Sat Dec 13 07:14:53 2003
    From: dka at kesslerundpartner.biz (Daniel Kleine-Albers)
    Date: Sat, 13 Dec 2003 13:14:53 +0100
    Subject: [rt-users] Re: I18N Error
    In-Reply-To: <73C465B8-296F-11D8-A70B-003065F8930E@kesslerundpartner.biz>
    References: 
    	<73C465B8-296F-11D8-A70B-003065F8930E@kesslerundpartner.biz>
    Message-ID: 
    
    Hallo List,
    
    seemed to work for a while but now it's happening again. For 
    convenience the i18N error message is below.
    Any hint would be appreciated.
    
    Thanx,
    Daniel
    
    
    On 08.12.2003, at 12:12, Daniel Kleine-Albers wrote:
    
    > I changed some options in httpd.conf and enabled mod_expires:
    > # Force Reload without caching
    > ExpiresActive on
    > ExpiresDefault A0
    >
    > Since then the problem didn't reappear.
    >
    >
    > On 07.12.2003, at 13:06, Daniel Kleine-Albers wrote:
    >
    >> Hello List!
    >>
    >> I installed RT successfully and we're quite happy with it. We want to 
    >> use RT in German and thus send the right browser headers or changing 
    >> the language in user preferences. It works nice, but sometimes there 
    >> ist the following or similar error:
    >>
    >> error:   	Can't locate object method "new" via package "RT::I18N::de" 
    >> at /usr/local/lib/perl5/site_perl/5.8.2/Locale/Maketext.pm line 319.
    >>
    >> context:  	
    >> ...  	
    >> 315:  	{
    >> 316:  	next unless length $module_name; # sanity
    >> 317:  	next if $seen{$module_name}++ # Already been here, and it was 
    >> no-go
    >> 318:  	|| !&_try_use($module_name); # Try to use() it, but can't it.
    >> 319:  	return($module_name->new); # Make it!
    >> 320:  	}
    >> 321:  	
    >> 322:  	return undef; # Fail!
    >> 323:  	}
    >> ...  	
    >>
    >> code stack:  
    >> 	/usr/local/lib/perl5/site_perl/5.8.2/Locale/Maketext.pm:319
    >> g /usr/local/rt3/lib/RT/CurrentUser.pm:334
    >> g /usr/local/rt3/lib/RT/CurrentUser.pm:347
    >> g /usr/local/rt3/lib/RT/Interface/Web.pm:213
    >> g /usr/local/rt3/share/html/index.html:24
    >> g /usr/local/rt3/share/html/autohandler:189
    >> g
    >>
    >>
    >> rt-test-dependencies says everythings fine.
    >>
    >> Could anybody tell me how to correct this or give any hint? (using 
    >> google i couldn't find anything about this)
    >>
    >> Thanx for the reply,
    >> Daniel
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    From TalkLists at index-s.de  Sat Dec 13 11:37:52 2003
    From: TalkLists at index-s.de (Stefan Seiz)
    Date: Sat, 13 Dec 2003 17:37:52 +0100
    Subject: [rt-users] Ticket Body in Email
    In-Reply-To: 
    Message-ID: 
    
    On 13.12.2003 5:21 Uhr, jflanders at burrelles.com 
    wrote:
    
    > I've just got 2 more small hurdles to clear before I should have a
    > working RT for my company.  The way we want to use RT is when a new
    > ticket comes in our supervisor assigns it to a technician by changing
    > the owner.  The technician would get an email notifying him/her of the
    > ticket including details of the ticket.  One of which I'd like to be the
    > actual body of the ticket or history but the {$Transaction->Content()}
    > doesn't work in Change Owner.   Is there another way to get it put the
    > body of the ticket in an email?  Or has this been fixed in 3.0.7?
    
    I guess, this is as $Transaction->Content() refers to the CURRENT
    Transaction which is the OwnerChange.
    
    I needed the same and came up with using the following Template (bits and
    pieces stolen from templ. others posted. Note! i reverse sort tickets on my
    rt -> newest on top, thus GotoFirstItem will actually do the opposite of
    what you'd think it does - for me at least.).
    The template should list the whole ticket history for transactions of type
    CORRESPOND.
    
    Template Content (watch for wrong linewraps due to emailing this):
    
    
    RT-Attach-Message: yes
    
    
    Ticket history (latest emails on top):
    
    {
      my $resolved_transaction;
      my $resolved_message = "";
      my $last_content;
      my $Transactions = $Ticket->Transactions;
      $Transactions->OrderBy( FIELD => 'id', ORDER => 'DESC' );
      $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\n";
          $resolved_message .=
    "------------------------------------------------\n";
        }
      }
    }
      $resolved_message;
    } 
    --
    {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
    
    
    --
    Stefan Seiz 
    Spamto: 
    
    
    
    
    From eslittles at ucdavis.edu  Sat Dec 13 17:28:16 2003
    From: eslittles at ucdavis.edu (Everett Littles)
    Date: Sat, 13 Dec 2003 14:28:16 -0800
    Subject: [rt-users] Cannot create new users/groups
    Message-ID: 
    
    I am using RT on OS 10.3 and now I am just trying to get it setup.
    Whenever I try to create new users or new groups, I get the following:
    
    RT Error
    Could not load user (or group if trying to create a group)
    
    I know this is not a ton of information but I am wondering if anyone 
    has run into this error before or has any ideas on what could be 
    causing it.
    
    Thanks,
    -Everett
    
    
    
    From dlbrett at zoominternet.net  Sat Dec 13 17:50:48 2003
    From: dlbrett at zoominternet.net (Don Brett)
    Date: Sat, 13 Dec 2003 17:50:48 -0500
    Subject: [rt-users] Should rt.jpg be displayed?
    References: <3FD71C91.DDFC156D@zoominternet.net>
    	
    Message-ID: <3FDB97C8.40CA2819@zoominternet.net>
    
    Thanks, that expains alot!
    Don
    
    
    Gary Lawrence Murphy wrote:
    
    > >>>>> "D" == Don Brett  writes:
    >
    >     D> I have a new installation of RT3, which seems to work fine.
    >     D> But the image displayed on the top left-hand corner is
    >     D> bplogo.gif.  Should it be rt.jpg ?  Thanks, Don
    >
    > the logo is hard-coded into the template at share/html/Elements/Header
    >
    > --
    > Gary Lawrence Murphy 
    > www.teledyn.com/mt - www.teledyn.com - sbp.teledyn.com
    > You don't play what you know; you play what you hear.
    
    
    
    From dpuryear at usa.net  Sun Dec 14 11:22:57 2003
    From: dpuryear at usa.net (Dustin Puryear)
    Date: Sun, 14 Dec 2003 10:22:57 -0600
    Subject: [rt-users] Performance issues with rt3 - old topic new again..
    Message-ID: <253HLNqw61504S07.1071418977@cmsweb07.cms.usa.net>
    
    I have read through pages and pages of list archives concerning performance
    tuning for rt3. Yes, this issue has been covered in depth, but I'm still going
    to bring the subject up anyway because it's Christmas and you have to be
    charitable. :)
    
    I have a dual PII 333Mhz system with 512MB of RAM dedicated to the task of
    running rt3. (Well, at this point rt3 is just a test install.) I am running
    rt3 with FreeBSD 5.1 with SMP, Apache 1.3, modperl1, and MySQL 3.23. 17
    queues, 2 users with rights, less than 500 tickets.
    
    I am not satisfied with the response times from rt3. Here are some numbers
    pulled from my testing:
    
    (Format is: mo day hr min sec year response-time-in-seconds)
    
    Login:
    
    12 13 22 54 31 2003 5.3498
    12 13 23 00 09 2003 5.4111
    12 13 23 08 41 2003 5.4133
    ...
    
    Open a typical queue--this one has 30 new/open tickets:
    
    12 13 22 54 38 2003 5.1363
    12 13 23 00 16 2003 5.2176
    12 13 23 08 48 2003 4.8305
    ...
    
    Open a ticket with about 15 comments/corresp. in it:
    
    12 13 22 54 57 2003 16.6257
    12 13 23 00 35 2003 16.7649
    12 13 23 09 06 2003 16.6477
    ...
    
    16 seconds! That seems excessive. Also, note that the script is pulling the
    same ticket each time--the first may be slow, but after that it *should* be
    faster, but it's not. (That is, if the problem was with MySQL.)
    
    Here are the various optimizations that I have tried:
    
    1. Use my-large.cnf as the MySQL my.cnf configuration.
    2. Try my-medium.cnf.
    3. Find a happy medium between those two values.
    4. Use modperl.
    5. Use FastCGI.
    7. Use MySQL 3.23
    8. Use MySQL 4.0
    9. Use MySQL 4.0, modperl, my-large.cnf.
    10. Other combinations.
    
    None of these changes affected the response time for opening an existing
    ticket. The average always stayed around 16.5 seconds.
    
    Looking at the processor utilization, it would appear that httpd is consuming
    the CPU the most. However, it never maxes out. Rather, it will usually
    steadily reach 50% during my testing (which simulates one user accessing the
    system at a time).
    
    I have also tried rt3 on an Alpha 600Mhz with 512MB of RAM. I get the same
    response times. (Well, the average for the Alpha for opening an existing
    ticket is actually a bit longer.)
    
    I would say I need a faster CPU, but then shouldn't httpd/modperl/rt3 be
    hitting a higher percentage of CPU usage than 50%?
    
    I am not hitting swap *at all*.
    
    (The following info is grabbed from the Alpha, which is up right now, but the
    configuration is the same for the dual PII.)
    
    Here is my current /etc/my.cnf:
    
    [client]
    port            = 3306
    socket          = /tmp/mysql.sock
    
    [mysqld]
    port            = 3306
    socket          = /tmp/mysql.sock
    skip-locking
    set-variable    = key_buffer=256M
    set-variable    = max_allowed_packet=1M
    set-variable    = table_cache=256
    set-variable    = sort_buffer=1M
    set-variable    = record_buffer=1M
    set-variable    = myisam_sort_buffer_size=64M
    set-variable    = thread_cache=8
    
    set-variable    = thread_concurrency=8
    #log-bin
    #server-id       = 1
    
    [mysqldump]
    quick
    set-variable    = max_allowed_packet=16M
    
    [mysql]
    no-auto-rehash
    
    [isamchk]
    set-variable    = key_buffer=128M
    set-variable    = sort_buffer=128M
    set-variable    = read_buffer=2M
    set-variable    = write_buffer=2M
    
    [myisamchk]
    set-variable    = key_buffer=128M
    set-variable    = sort_buffer=128M
    set-variable    = read_buffer=2M
    set-variable    = write_buffer=2M
    
    [mysqlhotcopy]
    interactive-timeout
    
    Important processes:
    
    last pid:  5347;  load averages:  0.05,  0.13,  0.09                          
                                                        up 0+09:05:50  03:41:36
    30 processes:  1 running, 28 sleeping, 1 stopped
    CPU states:  0.0% user,  0.0% nice,  0.0% system,  0.0% interrupt,  100% idle
    Mem: 154M Active, 190M Inact, 47M Wired, 408K Cache, 61M Buf, 72M Free
    Swap: 1020M Total, 1020M Free
    
      PID USERNAME PRI NICE   SIZE    RES STATE    TIME   WCPU    CPU COMMAND
      493 www        4    0 47736K 40856K accept  59:38  0.00%  0.00% httpd
      489 www        4    0 47752K 40840K accept  59:01  0.00%  0.00% httpd
      490 www        4    0 47720K 40840K accept  58:35  0.00%  0.00% httpd
      491 www        4    0 48168K 41312K accept  12:33  0.00%  0.00% httpd
     1846 www        4    0 47992K 41136K accept  12:05  0.00%  0.00% httpd
      492 www        4    0 48224K 41368K accept  11:55  0.00%  0.00% httpd
      429 root      96    0 38896K 34848K select   0:20  0.00%  0.00% httpd
     5343 mysql     96    0   264M  9392K select   0:00  0.00%  0.00% mysqld
    
    Some packages:
    
    p5-HTML-Mason-1.24
    mysql-server-3.23.58
    apache-1.3.29_1
    mod_perl-1.28
    
    
    
    
    From dpuryear at usa.net  Sun Dec 14 13:36:34 2003
    From: dpuryear at usa.net (Dustin Puryear)
    Date: Sun, 14 Dec 2003 12:36:34 -0600
    Subject: [rt-users] Re: Performance issues with rt3 - old topic new again..
    References: <253HLNqw61504S07.1071418977@cmsweb07.cms.usa.net>
    	
    Message-ID: <004e01c3c271$9e446000$6401a8c0@dpboxen>
    
    Hi Seph. In my posting you will note that I did indeed list MySQL 4.0 as
    something that I have already tried. Please review the message again if you
    have a chance and can offer any other advice.
    
    Thanks for the tip!
    
    ----- Original Message ----- 
    From: "seph" 
    To: "Dustin Puryear" 
    Sent: Sunday, December 14, 2003 11:45 AM
    Subject: Re: Performance issues with rt3 - old topic new again..
    
    
    > I haven't stared to hard at the performance threads, so I'm far from
    > authoratative, but..
    >
    > > I have a dual PII 333Mhz system with 512MB of RAM dedicated to the task
    of
    > > running rt3. (Well, at this point rt3 is just a test install.) I am
    running
    > > rt3 with FreeBSD 5.1 with SMP, Apache 1.3, modperl1, and MySQL 3.23. 17
    > > queues, 2 users with rights, less than 500 tickets.
    >
    > erm, I think mysql v4 is really recommended over v3. I forget if
    > that's performance, or something else, but I'd change that first.
    >
    > seph
    
    
    
    From dpuryear at usa.net  Sun Dec 14 13:36:34 2003
    From: dpuryear at usa.net (Dustin Puryear)
    Date: Sun, 14 Dec 2003 12:36:34 -0600
    Subject: [rt-users] Re: Performance issues with rt3 - old topic new again..
    References: <253HLNqw61504S07.1071418977@cmsweb07.cms.usa.net>
    	
    Message-ID: <004d01c3c271$9c725f20$6401a8c0@dpboxen>
    
    Hi Seph. In my posting you will note that I did indeed list MySQL 4.0 as
    something that I have already tried. Please review the message again if you
    have a chance and can offer any other advice.
    
    Thanks for the tip!
    
    ----- Original Message ----- 
    From: "seph" 
    To: "Dustin Puryear" 
    Sent: Sunday, December 14, 2003 11:45 AM
    Subject: Re: Performance issues with rt3 - old topic new again..
    
    
    > I haven't stared to hard at the performance threads, so I'm far from
    > authoratative, but..
    >
    > > I have a dual PII 333Mhz system with 512MB of RAM dedicated to the task
    of
    > > running rt3. (Well, at this point rt3 is just a test install.) I am
    running
    > > rt3 with FreeBSD 5.1 with SMP, Apache 1.3, modperl1, and MySQL 3.23. 17
    > > queues, 2 users with rights, less than 500 tickets.
    >
    > erm, I think mysql v4 is really recommended over v3. I forget if
    > that's performance, or something else, but I'd change that first.
    >
    > seph
    
    
    
    From bobg at uic.edu  Sun Dec 14 14:29:11 2003
    From: bobg at uic.edu (Bob Goldstein)
    Date: Sun, 14 Dec 2003 13:29:11 -0600
    Subject: [rt-users] Re: Performance issues with rt3 - old topic new
    	again.. 
    In-Reply-To: Your message of "Sun, 14 Dec 2003 12:36:34 CST."
    	<004e01c3c271$9e446000$6401a8c0@dpboxen> 
    Message-ID: <200312141929.hBEJTBhK013182@shark.cc.uic.edu>
    
    
    I'm far from an expert here, but I'd guess that Seph is right,
    you shouldn't bother troubleshooting this with anything less than
    mysql 4.x, even if that doesn't fix the problem itself.
    
    This seems like a mysql issue to me, not based on any particular
    evidence though.  I disagree that subsequent fetches should
    be faster necessarily, because: a) with mod_perl, you may hit
    a different apache child each request, and that child may
    not have anything cached, and b) The ticket info _could_
    change between hits, due to incoming mail or some other user,
    so that RT may need to re-fetch each time to be sure.
    
    I know that mysql can use several different backends, e.g.
    isam, heap, myisam, innodb, bdb, all on a per-table basis.
    This, and certainly indices, can affect you greatly.
    Is it possible that in moving the data between mysql
    versions, you have somehow dropped some indices?
    
    And just to play devil's advocate, are there any non-RT
    network or apache issues?  That is, I assume you _can_
    display a static html page in much less than 5 secs?
    
        bobg
    
    
    >Hi Seph. In my posting you will note that I did indeed list MySQL 4.0 as
    >something that I have already tried. Please review the message again if you
    >have a chance and can offer any other advice.
    >
    >Thanks for the tip!
    >
    >----- Original Message ----- 
    >From: "seph" 
    >To: "Dustin Puryear" 
    >Sent: Sunday, December 14, 2003 11:45 AM
    >Subject: Re: Performance issues with rt3 - old topic new again..
    >
    >
    >> I haven't stared to hard at the performance threads, so I'm far from
    >> authoratative, but..
    >>
    >> > I have a dual PII 333Mhz system with 512MB of RAM dedicated to the task
    >of
    >> > running rt3. (Well, at this point rt3 is just a test install.) I am
    >running
    >> > rt3 with FreeBSD 5.1 with SMP, Apache 1.3, modperl1, and MySQL 3.23. 17
    >> > queues, 2 users with rights, less than 500 tickets.
    >>
    >> erm, I think mysql v4 is really recommended over v3. I forget if
    >> that's performance, or something else, but I'd change that first.
    >>
    >> seph
    >
    >_______________________________________________
    >rt-users mailing list
    >rt-users at lists.fsck.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 dpuryear at usa.net  Sun Dec 14 14:26:23 2003
    From: dpuryear at usa.net (Dustin Puryear)
    Date: Sun, 14 Dec 2003 13:26:23 -0600
    Subject: [rt-users] Re: Performance issues with rt3 - old topic new again..
    References: <253HLNqw61504S07.1071418977@cmsweb07.cms.usa.net><004e01c3c271$9e446000$6401a8c0@dpboxen>
    	
    Message-ID: <00ab01c3c278$aa6c8a90$6401a8c0@dpboxen>
    
    It would appear that this is strictly a CPU issue. I moved from a dual PII
    333Mhz to a single Athlon 800 with 512MB of RAM and my new numbers are:
    
    (format is: mo day hour min sec year response-time-in-seconds)
    
    index page:
    12 14 13 14 50 2003 0.4459
    12 14 13 15 40 2003 0.1779
    12 14 13 16 01 2003 0.1798
    12 14 13 17 09 2003 0.1717
    
    logon page:
    12 14 13 14 55 2003 2.3823
    12 14 13 15 44 2003 2.4078
    12 14 13 16 05 2003 2.1581
    12 14 13 17 13 2003 2.2205
    
    open queue:
    12 14 13 14 59 2003 2.4465
    12 14 13 15 48 2003 2.1757
    12 14 13 16 09 2003 2.2386
    12 14 13 17 17 2003 2.1054
    
    open existing ticket:
    12 14 13 15 08 2003 6.8935
    12 14 13 15 57 2003 6.6339
    12 14 13 16 18 2003 6.9085
    12 14 13 17 26 2003 6.6263
    
    So I went from 16-17 seconds when opening an existing ticket with either a
    dual PII 333Mhz or Alpha 600Mhz to 6-7 seconds on an Athlon 800. If I had a
    really fast CPU I might be able to get this down to a second or less. What
    kinds of numbers are others seeing for even higher speed processors? If I
    can click a ticket and get it open in a second or less then I would be
    happy.
    
    Are there any options for getting rt3 to run faster on the dual CPU PII I
    wonder? I still think that 16-17 seconds is a bit slow, even for that
    machine.
    
    (Just for fun, I tried this on a Pentium 200 with 192MB of RAM. It takes
    about 90 seconds to open this ticket. Faster than I would have thought..)
    
    
    
    From dpuryear at usa.net  Sun Dec 14 14:43:06 2003
    From: dpuryear at usa.net (Dustin Puryear)
    Date: Sun, 14 Dec 2003 13:43:06 -0600
    Subject: [rt-users] Re: Performance issues with rt3 - old topic newagain..
    References: <200312141929.hBEJTBhK013182@shark.cc.uic.edu>
    Message-ID: <00d801c3c27a$b1224e40$6401a8c0@dpboxen>
    
    > This seems like a mysql issue to me, not based on any particular
    > evidence though.  I disagree that subsequent fetches should
    > be faster necessarily, because: a) with mod_perl, you may hit
    > a different apache child each request, and that child may
    > not have anything cached, and b) The ticket info _could_
    > change between hits, due to incoming mail or some other user,
    > so that RT may need to re-fetch each time to be sure.
    
    This is a test system. The data does not change. This keeps my variables
    down while testing.
    
    > I know that mysql can use several different backends, e.g.
    > isam, heap, myisam, innodb, bdb, all on a per-table basis.
    > This, and certainly indices, can affect you greatly.
    > Is it possible that in moving the data between mysql
    > versions, you have somehow dropped some indices?
    
    Possibly, but I don't think so.
    
    > And just to play devil's advocate, are there any non-RT
    > network or apache issues?  That is, I assume you _can_
    > display a static html page in much less than 5 secs?
    
    The script runs from the rt3 server itself. The login page comes up in under
    .5 seconds.
    
    I just made another post, probably while you were writing yours, that moving
    from the dual PII/512MB RAM/SCSI disk to a single Athlon 800/512MB RAM/IDE
    disk resulted in the response time (when opening an existing ticket) going
    from 16-17 seconds to 6-7 seconds. So at this point I am looking at the CPU
    as the problem.
    
    I would have thought (and hoped) that the PII 333Mhz would have fared better
    than this.
    
    
    
    From rainer at ultra-secure.de  Sun Dec 14 15:02:50 2003
    From: rainer at ultra-secure.de (Rainer Duffner)
    Date: Sun, 14 Dec 2003 21:02:50 +0100
    Subject: [rt-users] Performance issues with rt3 - old topic new again..
    In-Reply-To: <253HLNqw61504S07.1071418977@cmsweb07.cms.usa.net>
    References: <253HLNqw61504S07.1071418977@cmsweb07.cms.usa.net>
    Message-ID: <20031214210250.425e2377.rainer@ultra-secure.de>
    
    On Sun, 14 Dec 2003 10:22:57 -0600
    Dustin Puryear  wrote:
    
    > I have read through pages and pages of list archives concerning performance
    > tuning for rt3. Yes, this issue has been covered in depth, but I'm still going
    > to bring the subject up anyway because it's Christmas and you have to be
    > charitable. :)
    > 
    > I have a dual PII 333Mhz system with 512MB of RAM dedicated to the task of
    > running rt3. (Well, at this point rt3 is just a test install.) I am running
    > rt3 with FreeBSD 5.1 with SMP, Apache 1.3, modperl1, and MySQL 3.23. 17
    > queues, 2 users with rights, less than 500 tickets.
    
    mod_perl should be compiled static, at least with FreeBSD and Apache 1.3.
    
    Matt Simerson had some info about that:
    
    http://www.tnpi.biz/internet/www/apache1.shtml
    
    But most logic and "intelligence" about this procedure has migrated into his PERL-module.
    
    And you should run mysql-4.0.x, if only for the fact that it's recommended by BestPractical. 
    
    Has anyone tried the new postgresql7.4 ?
    I've heard of dramatic speed increases for big queries.
    
    
    
    cheers,
    Rainer 
    
    
    From bobg at uic.edu  Sun Dec 14 18:41:25 2003
    From: bobg at uic.edu (Bob Goldstein)
    Date: Sun, 14 Dec 2003 17:41:25 -0600
    Subject: [rt-users] Custom Scrips and Conditions
    Message-ID: <200312142341.hBENfPC6013527@shark.cc.uic.edu>
    
    
    I'm a bit confused about custom scrips.  I think I understand
    the basics, but:
    
      1. There was discussion about overriding a global scrip
         for a given queue.  However, I couldn't find a resolution
         in the logs.  Can a global scrip be overridden?
    
      2. I tried to modify the Global
          "On Resolve Notify Requestors with template Resolved"
    
         But I'm unclear on the relation between "Condition"
         and "Custom Condition".  Are these ANDed?  ORed?
         Do I have to turn off the Condition if I want to
         use a Custom Condition?   In my case, I want to
         notify the requestion upon resolve ONLY if there
         is content in the transaction, otherwise I want to
         resolve the ticket quietly.  So I tried the 
         CustomCondition:
            return  $Transaction->Content() ? 1 : 0;
    
         as a blind guess, but no go.
    
            bobg
    
    
    From asterr at pobox.com  Sun Dec 14 18:45:44 2003
    From: asterr at pobox.com (asterr)
    Date: Mon, 15 Dec 2003 08:45:44 +0900 (JST)
    Subject: [rt-users] Creating tickets on behalf of others
    In-Reply-To: <1071263902.1929.147.camel@ds119b>
    Message-ID: 
    
    By default, RT will process the Cc: field to add watchers for the ticket
    (if you ask it to, in RT_Config.pm).  Turning Cc's into requestors should
    be fairly easy if you dig into what RT already does.  However, if you also
    want the standard RT behavior of making Cc's watchers of the ticket, you 
    may run into problems.
    
    On Fri, 12 Dec 2003, Fran Fabrizio wrote:
    
    > 
    > Yes, it's the automation I am after - I want RT to see there is a Cc:
    > and that this is a new ticket, and make the Cc: a co-requestor.  Maybe I
    > can script it someday.
    > 
    > -Fran
    > 
    > On Fri, 2003-12-12 at 15:15, Sebastian Flothow wrote:
    > > Am Freitag, den 12. Dezember 2003, um 20:53, schrieb Fran Fabrizio:
    > > > What would be really nice is that when a user calls or stops by with a
    > > > problem, and I then email helpdesk to create a ticket, I could put them
    > > > as the Cc: and have Helpdesk make them a requestor for the item.
    > > 
    > > Should be no problem - in the "People" section, just add a new 
    > > requestor, and maybe delete the current one.
    > > 
    > > It may be possible to automate this with a script, though I can't help 
    > > you there.
    > > 
    > > 
    > > 
    > > Sebastian
    > > 
    > > --
    > > Sebastian Flothow
    > > sebastian at flothow.de
    > > 
    > >  > Because it reverses the logical flow of conversation.
    > > Why is top posting frowned upon?
    > -- 
    > 
    > Fran Fabrizio
    > Senior Systems Analyst
    > Department of Computer and Information Sciences
    > University of Alabama - Birmingham
    > fran at cis.uab.edu
    > (205) 934-0653
    > 
    > _______________________________________________
    > rt-users mailing list
    > rt-users at lists.fsck.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 nemir at hotmail.com  Mon Dec 15 02:31:36 2003
    From: nemir at hotmail.com (nemir nemiria)
    Date: Mon, 15 Dec 2003 07:31:36 +0000
    Subject: [rt-users] access database.
    Message-ID: 
    
    Hiya....
    
    I am not sure if this is an RT thing or if I should post it to MySQL & PG 
    lists instead,  but I'll start here.
    
    I am currently about to trial RT in my office.  Presently,  to track jobs 
    we're using a clunky old access DB.   How hard will it be to import this 
    into my new RT database (either MySQL or PostGreSQL at this stage...) ?
    
    Has anyone done such a thing?   I couldn't find anythign that might be 
    useful anaywhere....   Is it hard to make all the right fields end up in the 
    right place,  etc?
    
    TIA
    
    Nemir
    
    _________________________________________________________________
    Get less junk mail with ninemsn Premium. Click here  
    http://ninemsn.com.au/premium/landing.asp
    
    
    
    From eslittles at ucdavis.edu  Mon Dec 15 02:38:41 2003
    From: eslittles at ucdavis.edu (Everett Littles)
    Date: Sun, 14 Dec 2003 23:38:41 -0800
    Subject: [rt-users] Generating Reports
    Message-ID: 
    
    I've checked the archives on this but have not really found a 
    definitive answer.
    Is there an app that will allow me to generate reports to from RT ?
    
    Thanks.
    
    
    
    From ritontor at icenet.com.au  Mon Dec 15 03:49:25 2003
    From: ritontor at icenet.com.au (Cameron G)
    Date: Mon, 15 Dec 2003 16:49:25 +0800
    Subject: [rt-users] Changing the Site ID
    Message-ID: <200312150847.hBF8lum25469@ryancruz.propagation.net>
    
    Hi. As I'm sure you've heard before, "I'm new to RT", and I'm emailing cause
    I have a little problem :) 
    
    How on earth do I change the Site ID? I've tried changing $rtname and
    $Organization in the SiteConfig file, but that doesn't seem to work. I can't
    find anywhere in those config file(s) that looks like it might be what I'm
    after, and the web based configuration interface doesn't seem to have any
    options regarding it either. I'm sure I'm just missing something obvious,
    and that I'm punishingly stupid, but if anyone could point me in the right
    direction, it would be greatly appreciated :) 
    
    Thanks for your time. 
    
    
    
    From hwagener at hamburg.fcb.com  Mon Dec 15 04:57:31 2003
    From: hwagener at hamburg.fcb.com (Harald Wagener)
    Date: Mon, 15 Dec 2003 10:57:31 +0100
    Subject: [rt-users] Changing the Site ID
    In-Reply-To: <200312150847.hBF8lum25469@ryancruz.propagation.net>
    References: <200312150847.hBF8lum25469@ryancruz.propagation.net>
    Message-ID: <1989452E-2EE5-11D8-A52E-003065DC18B8@hamburg.fcb.com>
    
    -----BEGIN PGP SIGNED MESSAGE-----
    Hash: SHA1
    
    Hello Cameron,
    I am not sure what You refer to by 'Site ID', since this is not a term 
    I know from RT. But one important thing is that alot of new users get 
    caught by the fact that You have to stop and start apache before any 
    changes get applied to a running RT instance. Most distributions do not 
    stop and start apache if You do a 'restart'.
    
    Regards,
         Harald
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    wtShxNjyGPjZ7G5VixqLL7Q=
    =sO2o
    -----END PGP SIGNATURE-----
    
    
    
    From Samuel.Senoner at eurac.edu  Mon Dec 15 05:23:33 2003
    From: Samuel.Senoner at eurac.edu (Senoner Samuel)
    Date: Mon, 15 Dec 2003 11:23:33 +0100
    Subject: [rt-users] RTFM install problems
    Message-ID: <8ABC35686C73554691F3481C4023BE5EF17F1B@abz01be.eurac.edu>
    
    I also use Outlook and RT works fine.
    Users usually use the web interface, but when I create a ticket by mail I see the text part and the html attached.
    
    Samuel 
    
    -----Original Message-----
    From: jflanders at burrelles.com [mailto:jflanders at burrelles.com] 
    Sent: Saturday,13 December,2003 05:26
    To: rt-users at lists.fsck.com
    Subject: [rt-users] RTFM install problems
    
    Second hurdle, when installing RTFM it'll ask for the MySQL root password which I give it and it creates a couple of table (I've verfied
    this) it then asks again for the password which when I give to it the install script abruptly ends putting me back to the prompt.  When I restart Apache there is not RTFM on the right side and no new rights to give to users or groups.  But there is 9 new tables in MySQL under RT.
    Any ideas. 
    
    BTW I hope you do throw in a HTML stripper in a later release it's been a major hanging point for us in implementing RT since our company uses Outlook.  Our company's programmer is trying to modify a perl script to do it (in his free time) and once he's done I'll be sure to share it (I've already shared what he has so far).  Right now it removes the HTML tags but not the lines its on so you have to scroll down to see the text.
    
    Jarrod Flanders
    A+, Network+
    Computer Technician
    Burrelles Information Services, LLC
    
    
    
    _______________________________________________
    rt-users mailing list
    rt-users at lists.fsck.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 levitte at stacken.kth.se  Mon Dec 15 05:42:43 2003
    From: levitte at stacken.kth.se (Richard Levitte - VMS Whacker)
    Date: Mon, 15 Dec 2003 11:42:43 +0100 (CET)
    Subject: [rt-users] Have RT3 *not* remail attachments?
    In-Reply-To: <8ABC35686C73554691F3481C4023BE5EF17F1B@abz01be.eurac.edu>
    References: <8ABC35686C73554691F3481C4023BE5EF17F1B@abz01be.eurac.edu>
    Message-ID: <20031215.114243.88289002.levitte@stacken.kth.se>
    
    I was surprised, the other day, when a mail sent to my newly installed
    RT3 base was sent back to the watchers in it's most complete form,
    attachments and all.
    
    I recall wanting that behavior in RT2 once upon a time, but since then
    I've found that users dare send big patches to a RT2 base without
    fearing that they will send enormous chunks of data to the watchers
    (which in the cases I've experienced is a mailing list, potentially
    with many members).
    
    Now, I don't want to downgrade from RT3, I'm actually quite happy with
    that, and especially with the nicely integrated RTFM module.  So, I'd
    like to ask if there is any way to have RT3 remail the incoming
    requests with attachments stripped off?  If that's possible in some
    way, that would be great.  It's possible that it should be fine-tuned,
    so for example, a top-level message/rtf822 attachment would not be
    stripped away (as those are typical for forwarded messages).
    
    Ideas?  Anyone else having solved this very issue?  I'm open for any
    suggestions.
    
    -----
    Please consider sponsoring my work on free software.
    See http://www.free.lp.se/sponsoring.html for details.
    You don't have to be rich, a $10 donation is appreciated!
    
    -- 
    Richard Levitte   \ Tunnlandsv?gen 3  \ LeViMS at stacken.kth.se
    Redakteur at Stacken  \ S-168 36  BROMMA  \ T: +46-8-26 52 47
                        \      SWEDEN       \ or +46-708-26 53 44
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    Member of the OpenSSL development team: http://www.openssl.org/
    
    Unsolicited commercial email is subject to an archival fee of $400.
    See  for more info.
    
    
    From mixo at coza.net.za  Mon Dec 15 06:53:06 2003
    From: mixo at coza.net.za (mixo)
    Date: Mon, 15 Dec 2003 13:53:06 +0200
    Subject: [rt-users] Data  import errors
    Message-ID: <3FDDA0A2.30906@coza.net.za>
    
    I have just started importing data into rt-3-7_01, using mysql 4.0.16 
    amd I am getting
    errors in the logs.
    
    All the entries ever made into the database produce the following message:
    ++++++++
    Use of uninitialized value in numeric ne (!=) at 
    /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 694.  
    (/opt/rt3/lib/RT.pm:247)
    ++++++++
    
    On 80 occassions, I got this from user import:
    ++++++++
    Unknown encoding 'unicode-1-1-utf-7'
    ++++++++
    
    And I also have (41 times):
    ++++++++
    DBD::mysql::st execute failed: Got a packet bigger than 
    'max_allowed_packet' at 
    /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410.  
    (/opt/rt3/lib/RT.pm:247)
    ++++++++
    
    My biggest concern is that I am missing 103 users, and at the same time 
    67 user appear to be 'bogus'.
    All these 'bogus' users appeared too have created this monring after all 
    the expected users.
    I have set 'max_allowed_packet' to 128M but that does not seem to help 
    with size issue -
    how can fix this? And, which version of "DBIx::SearchBuilder" is 
    recommened for rt.
    
    
    
    From ilan at fonz.net  Mon Dec 15 06:55:45 2003
    From: ilan at fonz.net (Ilan Rabinovitch)
    Date: Mon, 15 Dec 2003 03:55:45 -0800
    Subject: [rt-users] DB too large
    Message-ID: <20031215115544.GC5140@fonz.net>
    
    Hello,
    
    I've been using request tracker for about a year now and it is working great.
    However, over the last few months it seems the MySQL db is starting to get
    too large.  Is there anyway to automatically purge the DB of e-mails beyond
    a certain age? 
    
    Thanks,
    Ilan
    
    
    From sachinm at netcore.co.in  Mon Dec 15 07:11:03 2003
    From: sachinm at netcore.co.in (Sachin Murudkar)
    Date: Mon, 15 Dec 2003 17:41:03 +0530
    Subject: [rt-users] Mapping groups
    Message-ID: <1071490263.6350.8.camel@efv2.netcore.co.in>
    
    Hello!
    
     Is there any way I can map individual groups with the individual
    Queues.
    
    Please Help
    with Regards,
    Sachin
    
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    From wash at wananchi.biz  Mon Dec 15 07:32:03 2003
    From: wash at wananchi.biz (Odhiambo Washington)
    Date: Mon, 15 Dec 2003 15:32:03 +0300
    Subject: [rt-users] DB too large
    In-Reply-To: <20031215115544.GC5140@fonz.net>
    References: <20031215115544.GC5140@fonz.net>
    Message-ID: <20031215123203.GE62905@ns2.wananchi.com>
    
    * Ilan Rabinovitch  [20031215 14:58]: wrote:
    > Hello,
    > 
    > I've been using request tracker for about a year now and it is working great.
    > However, over the last few months it seems the MySQL db is starting to get
    > too large.  Is there anyway to automatically purge the DB of e-mails beyond
    > a certain age? 
    
    Warning: This is applicable to RT2.
    
    I know there are other ways, but you can use the Search utility to list all
    tickets created before some_date, then use "Update all tickets at once" to
    change status to "dead", then use one of the utilities out there that purge
    deleted tickets. I have attached one here.
    
    
    
            cheers
           - wash 
    +----------------------------------+-----------------------------------------+
    Odhiambo Washington                     . WANANCHI ONLINE LTD (Nairobi, KE)  |
                  . 1ere Etage, Loita Hse, Loita St.,  |
    GSM: (+254) 722 743 223                 . # 10286, 00100 NAIROBI             |
    GSM: (+254) 733 744 121                 . (+254) 020 313 985 - 9             |
    +---------------------------------+------------------------------------------+
    "Oh My God! They killed init! You Bastards!"  
    						 --from a /. post
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    From wash at wananchi.biz  Mon Dec 15 07:35:03 2003
    From: wash at wananchi.biz (Odhiambo Washington)
    Date: Mon, 15 Dec 2003 15:35:03 +0300
    Subject: [rt-users] Changing the Site ID
    In-Reply-To: <200312150847.hBF8lum25469@ryancruz.propagation.net>
    References: <200312150847.hBF8lum25469@ryancruz.propagation.net>
    Message-ID: <20031215123503.GF62905@ns2.wananchi.com>
    
    * Cameron G  [20031215 11:50]: wrote:
    > Hi. As I'm sure you've heard before, "I'm new to RT", and I'm emailing cause
    > I have a little problem :) 
    > 
    > How on earth do I change the Site ID? I've tried changing $rtname and
    > $Organization in the SiteConfig file, but that doesn't seem to work. I can't
    > find anywhere in those config file(s) that looks like it might be what I'm
    > after, and the web based configuration interface doesn't seem to have any
    > options regarding it either. I'm sure I'm just missing something obvious,
    > and that I'm punishingly stupid, but if anyone could point me in the right
    > direction, it would be greatly appreciated :) 
    
    $rtname should do it. Stop/start apache and voila!
    However, if you had dome tickets that were created while $rtname == oldname,
    then you may not be able to change those, iirc.
    
    
    
            cheers
           - wash 
    +----------------------------------+-----------------------------------------+
    Odhiambo Washington                     . WANANCHI ONLINE LTD (Nairobi, KE)  |
                  . 1ere Etage, Loita Hse, Loita St.,  |
    GSM: (+254) 722 743 223                 . # 10286, 00100 NAIROBI             |
    GSM: (+254) 733 744 121                 . (+254) 020 313 985 - 9             |
    +---------------------------------+------------------------------------------+
    "Oh My God! They killed init! You Bastards!"  
    						 --from a /. post
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    From sachinm at netcore.co.in  Mon Dec 15 07:56:33 2003
    From: sachinm at netcore.co.in (Sachin Murudkar)
    Date: Mon, 15 Dec 2003 18:26:33 +0530
    Subject: [rt-users] Mapping Groups
    Message-ID: <1071492993.6350.10.camel@efv2.netcore.co.in>
    
    Hello!
    
    Is there any way I can map individual groups with the individual Queues.
    
    Please Help
    with Regards,
    Sachin
    
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    From ilan at fonz.net  Mon Dec 15 07:49:35 2003
    From: ilan at fonz.net (Ilan Rabinovitch)
    Date: Mon, 15 Dec 2003 04:49:35 -0800
    Subject: [rt-users] DB too large
    In-Reply-To: <20031215123203.GE62905@ns2.wananchi.com>
    References: <20031215115544.GC5140@fonz.net>
    	<20031215123203.GE62905@ns2.wananchi.com>
    Message-ID: <20031215124935.GD5140@fonz.net>
    
    Are there similar utils for RT3? I think purging the deleted spam messages
    alone would speed things up a lot.  Last I checked the Request Tracker
    database was over 300MB.
    
    Thanks,
    Ilan
    
    On Mon, Dec 15, 2003 at 03:32:03PM +0300, Odhiambo Washington wrote:
    > * Ilan Rabinovitch  [20031215 14:58]: wrote:
    > > Hello,
    > > 
    > > I've been using request tracker for about a year now and it is working great.
    > > However, over the last few months it seems the MySQL db is starting to get
    > > too large.  Is there anyway to automatically purge the DB of e-mails beyond
    > > a certain age? 
    > 
    > Warning: This is applicable to RT2.
    > 
    > I know there are other ways, but you can use the Search utility to list all
    > tickets created before some_date, then use "Update all tickets at once" to
    > change status to "dead", then use one of the utilities out there that purge
    > deleted tickets. I have attached one here.
    > 
    > 
    > 
    >         cheers
    >        - wash 
    > +----------------------------------+-----------------------------------------+
    > Odhiambo Washington                     . WANANCHI ONLINE LTD (Nairobi, KE)  |
    >               . 1ere Etage, Loita Hse, Loita St.,  |
    > GSM: (+254) 722 743 223                 . # 10286, 00100 NAIROBI             |
    > GSM: (+254) 733 744 121                 . (+254) 020 313 985 - 9             |
    > +---------------------------------+------------------------------------------+
    > "Oh My God! They killed init! You Bastards!"  
    > 						 --from a /. post
    
    
    
    
    
    -- 
    Ilan Rabinovitch 
    ilan at fonz.net E-MAIL
    
    The Southern California Llnux Expo: "Bringing businesses, academic institutions and the Linux community together in a way that no other conference does!" -- http://www.socallinuxexpo.org
    
    
    From tim_wilson at hopkins.k12.mn.us  Mon Dec 15 09:00:32 2003
    From: tim_wilson at hopkins.k12.mn.us (Tim Wilson)
    Date: Mon, 15 Dec 2003 08:00:32 -0600
    Subject: [rt-users] RT best practice
    Message-ID: 
    
    Hi everyone,
    
    Other than some final email configuration, my RT install is ready to go. I
    wonder if some of the RT gurus on the list would be willing to offer a
    suggestion or two about how to configure RT for my organization.
    
    I work for a fairly large school district (about 9,000 students K-12). We
    have 10 different schools plus a district office where we have several
    district-wide tech support people and network managers. Each of our schools
    has at least one dedicated tech support person.
    
    Most day to day tech support issues get handled by the tech support people
    in the schools. Occasionally they run into problems that need to be
    addressed by one of us at the district office. The district office staff
    work on network issues, servers, and the like.
    
    I have questions like:
    
    1. Should I have lots of queues with each building having its own complete
    set, duplicating queues in other buildings, or should I have relatively few
    with the building techs managing their own tickets within the larger queues?
    
    2. A related question... Should I have lots of email address for our
    teachers to try to remember, or should we create a bare minimum and have our
    techs sort tickets as they come in?
    
    3. How could we use RT groups to better organizer our tickets?
    
    4. Is it possible to create a queue that only one person could see and work
    on?
    
    Any ideas from the list would be appreciated.
    
    -Tim
    
    -- 
    Timothy Wilson
    Technology Integration Specialist
    Hopkins ISD #270, Hopkins, MN, USA
    ph: 952.988.4103  fax: 952.988.4311  AIM: tis270
    
    
    
    From breno.moiana at partekforest.com  Mon Dec 15 09:59:24 2003
    From: breno.moiana at partekforest.com (breno.moiana at partekforest.com)
    Date: Mon, 15 Dec 2003 11:59:24 -0300
    Subject: [rt-users] Debian Request-Tracker3 doesnt work?
    Message-ID: 
    
    Greetings!
    I am sorry for the newbieish question, but I have been fighting this over the
    last week, and haven't found what is wrong yet.
    I have installed a Debian "Sarge" box to set up as a production server (yes, I
    know Sarge is testing, but, hey, I want to help testing it out! :), and would
    like to set RT on it.
    I have apt-get install'ed request-tracker3, it installed, I have read the
    documents on /usr/share/doc and followed the steps (editing the RT_SiteConfig,
    checked that Apache is loading the mod_perl, loading the RT perl module, etc).
    
    
    I have set up my server as that (in RT_SiteConfig.pm, amongst other config
    lines):
    (...)
    Set($WebPath , "/rt3");
    Set($WebBaseURL , "http://RT::server.mydomain.com:80");
    Set($WebURL , $WebBaseURL . $WebPath . "/");
    Set($WebImagesURL , $WebURL . "NoAuth/images/");
    (...)
    
    
    
    On httpd.conf, I have:
    (...)
    LoadModule perl_module /usr/lib/apache/1.3/mod_perl.so
    (...)
    Include /etc/apache/conf.d
    Include "/etc/request-tracker3/apache-modperl.conf"
    (EOF)
    
    
    
    IMPORTANT (I think):
    **There is nothing on apache mentioning a /rt3 directory
    
    Apache loads without problems, my "hello world" perl script runs, which means
    perl is working fine, but accessing http://serve.mydomain.com/rt3 gives me
    nothing.
    What can/should I do? Is it something missing on httpd.conf? Should I rather use
    a virtual host as rt3.mydomain.com? what lines should be added/changed in which
    file then? The documentation lacks info for first-timers, I would like to write
    a " How to build a RT server in 10 steps", but can't quite make it work.
    
    Any help will be appreciated :)
    
    
    Best Regards,
    
    Breno Moiana
    -------------------------------------------------------------
    "Science is organized knowledge. Wisdom is organized life."
    
    "Ci?ncia ? conhecimento organizado. Sabedoria ? vida organizada."
        -- Immanuel Kant
    
    
    
    
    
    From seph at directionless.org  Mon Dec 15 09:04:58 2003
    From: seph at directionless.org (seph)
    Date: Mon, 15 Dec 2003 09:04:58 -0500
    Subject: [rt-users] Re: Mapping Groups
    In-Reply-To: <1071492993.6350.10.camel@efv2.netcore.co.in> (Sachin
    	Murudkar's message of "Mon, 15 Dec 2003 18:26:33 +0530")
    References: <1071492993.6350.10.camel@efv2.netcore.co.in>
    Message-ID: 
    
    > Is there any way I can map individual groups with the individual Queues.
    
    I'm sorry, this doesn't really make sense. Are you asking if you can
    give different groups permission on different queues? If so, yes, read
    the docs.
    
    seph
    
    
    From craig at askings.com.au  Mon Dec 15 09:08:09 2003
    From: craig at askings.com.au (Craig Askings)
    Date: Tue, 16 Dec 2003 00:08:09 +1000
    Subject: [rt-users] Debian Request-Tracker3 doesnt work?
    In-Reply-To: 
    References: 
    Message-ID: <3FDDC049.6090504@askings.com.au>
    
    put this in apache's httpd.conf file
    
    Include /etc/request-tracker3/apache-modperl.conf
    
    Regards,
    Craig Askings.
    
    breno.moiana at partekforest.com wrote:
    
    >Greetings!
    >I am sorry for the newbieish question, but I have been fighting this over the
    >last week, and haven't found what is wrong yet.
    >I have installed a Debian "Sarge" box to set up as a production server (yes, I
    >know Sarge is testing, but, hey, I want to help testing it out! :), and would
    >like to set RT on it.
    >I have apt-get install'ed request-tracker3, it installed, I have read the
    >documents on /usr/share/doc and followed the steps (editing the RT_SiteConfig,
    >checked that Apache is loading the mod_perl, loading the RT perl module, etc).
    >
    >
    >I have set up my server as that (in RT_SiteConfig.pm, amongst other config
    >lines):
    >(...)
    >Set($WebPath , "/rt3");
    >Set($WebBaseURL , "http://RT::server.mydomain.com:80");
    >Set($WebURL , $WebBaseURL . $WebPath . "/");
    >Set($WebImagesURL , $WebURL . "NoAuth/images/");
    >(...)
    >
    >
    >
    >On httpd.conf, I have:
    >(...)
    >LoadModule perl_module /usr/lib/apache/1.3/mod_perl.so
    >(...)
    >Include /etc/apache/conf.d
    >Include "/etc/request-tracker3/apache-modperl.conf"
    >(EOF)
    >
    >
    >
    >IMPORTANT (I think):
    >**There is nothing on apache mentioning a /rt3 directory
    >
    >Apache loads without problems, my "hello world" perl script runs, which means
    >perl is working fine, but accessing http://serve.mydomain.com/rt3 gives me
    >nothing.
    >What can/should I do? Is it something missing on httpd.conf? Should I rather use
    >a virtual host as rt3.mydomain.com? what lines should be added/changed in which
    >file then? The documentation lacks info for first-timers, I would like to write
    >a " How to build a RT server in 10 steps", but can't quite make it work.
    >
    >Any help will be appreciated :)
    >
    >
    >Best Regards,
    >
    >Breno Moiana
    >-------------------------------------------------------------
    >"Science is organized knowledge. Wisdom is organized life."
    >
    >"Ci?ncia ? conhecimento organizado. Sabedoria ? vida organizada."
    >    -- Immanuel Kant
    >
    >
    >
    >_______________________________________________
    >rt-users mailing list
    >rt-users at lists.fsck.com
    >http://lists.fsck.com/mailman/listinfo/rt-users
    >
    >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
    >  
    >
    
    
    
    From seph at directionless.org  Mon Dec 15 09:11:28 2003
    From: seph at directionless.org (seph)
    Date: Mon, 15 Dec 2003 09:11:28 -0500
    Subject: [rt-users] Re: access database.
    In-Reply-To:  (nemir nemiria's
    	message of "Mon, 15 Dec 2003 07:31:36 +0000")
    References: 
    Message-ID: 
    
    > I am not sure if this is an RT thing or if I should post it to MySQL &
    > PG lists instead,  but I'll start here.
    >
    > I am currently about to trial RT in my office.  Presently,  to track
    > jobs we're using a clunky old access DB.   How hard will it be to
    > import this into my new RT database (either MySQL or PostGreSQL at
    > this stage...) ?
    
    I don't understand what your describing. It sounds like you:
    
       have some system based around access that tracks things
    
       you'd like to start using RT
    
       you want to import the data from your access system to RT.
    
    If that's, in fact, what's going on, the databases are completely
    irrelevant. RT (like every other system out there) uses its own
    database schema and isn't going to be able to read whatever your using
    now.
    
    You need to install RT, than write an import script that reads your
    old data, and uses the RT api to create new data. You should be able
    to crib the RT section off some of the other import scripts in
    contrib, but I expect your on your own for the access part. You could
    also hire someone to do it for you.
    
    > I couldn't find anythign that might be useful anaywhere....  Is it
    > hard to make all the right fields end up in the right place, etc?
    
    you probably can't find anything, because the solution is unique to
    the problem, and if you have a homegrown access system... 
    
    seph
    
    
    From tim_wilson at hopkins.k12.mn.us  Mon Dec 15 09:12:39 2003
    From: tim_wilson at hopkins.k12.mn.us (Tim Wilson)
    Date: Mon, 15 Dec 2003 08:12:39 -0600
    Subject: [rt-users] Debian Request-Tracker3 doesnt work?
    In-Reply-To: 
    Message-ID: 
    
    On 12/15/03 8:59 AM, "breno.moiana at partekforest.com"
     wrote:
    
    > Any help will be appreciated :)
    
    Have you looked in /usr/share/doc/request-tracker3/ ? I found lots of good
    help there.
    
    -Tim
    
    -- 
    Timothy Wilson
    Technology Integration Specialist
    Hopkins ISD #270, Hopkins, MN, USA
    ph: 952.988.4103  fax: 952.988.4311  AIM: tis270
    
    
    
    From craig at askings.com.au  Mon Dec 15 09:13:42 2003
    From: craig at askings.com.au (Craig Askings)
    Date: Tue, 16 Dec 2003 00:13:42 +1000
    Subject: [rt-users]CORRECTED ANSWER: Debian Request-Tracker3 doesnt work?
    In-Reply-To: <3FDDC049.6090504@askings.com.au>
    References: 
    	<3FDDC049.6090504@askings.com.au>
    Message-ID: <3FDDC196.10906@askings.com.au>
    
    Sorry didn't read your email correctly. Here is the correct answer
    
    /etc/request-tracker3/apache-modperl.conf  contains the alias directive 
    and is set to /rt not /rt3.
    
    Craig.
    
    Craig Askings wrote:
    
    > put this in apache's httpd.conf file
    >
    > Include /etc/request-tracker3/apache-modperl.conf
    >
    > Regards,
    > Craig Askings.
    >
    
    
    
    From rt at mas.ml1.net  Mon Dec 15 09:27:13 2003
    From: rt at mas.ml1.net (MAS)
    Date: Mon, 15 Dec 2003 14:27:13 +0000
    Subject: [rt-users] # of transactions in resolving a ticket
    Message-ID: <15065306.1071498433@[192.168.0.235]>
    
    A quick question here about what exactly happens when a ticket is
    resolved  (for reference when creating scrips).
    
    Using the web interface, when I have a ticket open and click on the
    'Resolve' link in the upper right, I'm taken to a screen similar to that
    used for adding Replies or Comments to a ticket.
    
    If I resolve the ticket using this form, does RT:
    
    1) Enter a Correspondence/Comment transaction, which is dealt with
    according to the applicable scrips, and then enter a Resolve transaction,
    which is also dealt with according to the applicable scrips (but
    separately from the first transaction); or
    
    2) Enter a Resolve transaction, with the text entered in the form
    submitted as the content of the transaction, which is then dealt with
    appropriately.
    
    Either seems reasonable, but I'm not sure which one RT actually does. Any
    ideas?
    
    thanks!
    
    mike
    
    
    
    
    
    From jure.simsic at mobitel.si  Mon Dec 15 09:40:26 2003
    From: jure.simsic at mobitel.si (Jure Simsic)
    Date: Mon, 15 Dec 2003 15:40:26 +0100
    Subject: [rt-users] Sub-queues
    Message-ID: <3FDDC7DA.4060807@mobitel.si>
    
    Is there any way to make some sort of hierarhical dividing of queues 
    into sub-queues. For example if you want a [system administration] queue 
    and you have [unix] and [windows] subque? Does that make sense at all or 
    is there another idea behind that. I'm just afraid I'd end up with too 
    many queues..
    
    The second one I'm tryng to do is to have a scrip that notifyes (by 
    mail) the new owner of a ticket when I assign ticket to someone. I've 
    been playing with:
    Condition: [On Owner Change]
    Action: [Notify Owner] .. some template..
    
    without success. Which owner should it notify? The former or the new one?
    
    Thanx for your help
    
    Jure
    
    
    
    From ajk at iu.edu  Mon Dec 15 09:49:18 2003
    From: ajk at iu.edu (Andrew J. Korty)
    Date: Mon, 15 Dec 2003 09:49:18 -0500
    Subject: [rt-users] Carriage returns in custom fields
    Message-ID: <878ylem901.fsf@rikers.itso.iu.edu>
    
    We seem to be ending up with a carriage return at the end of each
    value of a multi-valued custom field in the database.  If I remove the
    carriage return (with a Perl script), the values end up as one long
    string when they show up in a textarea field, and when the form is
    submitted, they are changed to one long string.
    
    Shouldn't newlines be added when displaying custom field values in a
    textarea field and CRLFs stripped when the form is submitted?
    
    This is for RT 3.0.7_01.
    
    -- 
    Andrew J. Korty, Principal Security Engineer, GCIA, GCFA
    Office of the Vice President for Information Technology
    Indiana University
    
    
    
    From jure.simsic at mobitel.si  Mon Dec 15 09:50:40 2003
    From: jure.simsic at mobitel.si (Jure Simsic)
    Date: Mon, 15 Dec 2003 15:50:40 +0100
    Subject: [rt-users] $rtname
    Message-ID: <3FDDCA40.3080006@mobitel.si>
    
    When I set up my RT, i didn't have a (sub) domain name so I just left it 
      to our domain name. Now I got the domain name and would like to change 
    the text in the subject [domain.name #no] to reflect this, but in 
    RT_SiteConfig.pm it states:
    
    # Your domain name is recommended, so as not to pollute the namespace.
    # once you start using a given tag, you should probably never change it.
    
    So can I change that or is that $Organization parameter that shows up in 
    mail subject?
    
    Jure
    
    
    
    From alex at rnp.br  Mon Dec 15 10:10:42 2003
    From: alex at rnp.br (Alex S. Moura)
    Date: Mon, 15 Dec 2003 13:10:42 -0200
    Subject: [rt-users] Latin1 <-> utf-8 accented characters (brazilian
    	portuguese)
    Message-ID: <00c701c3c31d$9c2b57e0$0d3f11c8@ncrj.rnp.br>
    
    Hello,
    
    I'd like to request your help to solve a problem with latin-1 accented
    characters.
    
    I need the information about which is the RT platform used by those who
    *don't have*
    any problems using RT and latin-1 accented characters, in email or web
    interface.
    
    I'm aware there are brazilian users in the list and their contribution is
    very important.
    
    To not disturb the list members, I ask you to submit your answer directly to
    my email.
    If someone else is interested in the same information, just let me know and
    I can send
    back the anonymized and summarized information.
    
    To make it easy to contribute, there's a record below:
    -----------------------------------------------------------------
    -> Unix Operating System - version:
    -> Perl - ver.:
    -> Perl MIME modules - ver.:
    -> Other relevant perl modules - ver.:
    -> Apache - ver.:
    -----------------------------------------------------------------
    
    Thank you in advance,
    
    Alex
    
    
    
    From breno.moiana at partekforest.com  Mon Dec 15 11:10:52 2003
    From: breno.moiana at partekforest.com (breno.moiana at partekforest.com)
    Date: Mon, 15 Dec 2003 13:10:52 -0300
    Subject: [rt-users]CORRECTED ANSWER: Debian Request-Tracker3 doesnt work?
    Message-ID: 
    
    
    >From Tim:
    >Have you looked in /usr/share/doc/request-tracker3/ ? I found lots of good
    >help there.
    Yes, as I mentioned in my email, I have been dealing with this for a week, and
    have read the docs. I am coming to the mailing list as a last resource.
    
    >From Craig:
    >/etc/request-tracker3/apache-modperl.conf  contains the alias directive
    >and is set to /rt not /rt3.
    Okay, found that, fixed that, reloaded Apache, still doesnt work.
    
    I am still digging, more insights/suggestions/questions are welcome.
    
    Best Regards,
    
    Breno Moiana
    -------------------------------------------------------------
    "Science is organized knowledge. Wisdom is organized life."
    
    "Ci?ncia ? conhecimento organizado. Sabedoria ? vida organizada."
        -- Immanuel Kant
    
    
    
    
    
    From bobg at uic.edu  Mon Dec 15 10:24:01 2003
    From: bobg at uic.edu (Bob Goldstein)
    Date: Mon, 15 Dec 2003 09:24:01 -0600
    Subject: [rt-users] RT best practice 
    In-Reply-To: Your message of "Mon, 15 Dec 2003 08:00:32 CST."
    	 
    Message-ID: <200312151524.hBFFO1Do015669@shark.cc.uic.edu>
    
    >Hi everyone,
    >
    >Other than some final email configuration, my RT install is ready to go. I
    >wonder if some of the RT gurus on the list would be willing to offer a
    >suggestion or two about how to configure RT for my organization.
    >
    >I work for a fairly large school district (about 9,000 students K-12). We
    >have 10 different schools plus a district office where we have several
    >district-wide tech support people and network managers. Each of our schools
    >has at least one dedicated tech support person.
    >
    >Most day to day tech support issues get handled by the tech support people
    >in the schools. Occasionally they run into problems that need to be
    >addressed by one of us at the district office. The district office staff
    >work on network issues, servers, and the like.
    >
    >I have questions like:
    >
    >1. Should I have lots of queues with each building having its own complete
    >set, duplicating queues in other buildings, or should I have relatively few
    >with the building techs managing their own tickets within the larger queues?
    
    
       How do your techs like to work?  Do they want to see everything
       all the time, or just what they _need_ to see to get the
       work done?    If you have a lot of queues, you'll have to
       build more complicated queries to get an overall picture.
       But too few makes it harder to separate tickets.  How
       many outstanding tickets do you figure to have?  If you get
       20/day and usually resolve them quickly, you don't need
       many queues; if you get 200/day and many stick around, get
       more queues.
    
    
    >
    >2. A related question... Should I have lots of email address for our
    >teachers to try to remember, or should we create a bare minimum and have our
    >techs sort tickets as they come in?
    
       You did say most problems are resolved at the school level,
       and the tickets are escalated only occasionally.  So I'd
       suggest one queue and email per school plus one queue for escalation.
       That way the tickets are routed most quickly to the proper tech,
       and staff in each school have only one email address to remember.
    
       Also remember you can have CustomFields if you need to tag
       each ticket with specific info but don't want to increase queues.
    
    
    >
    >3. How could we use RT groups to better organizer our tickets?
    
        Groups are groups of people.  If you give privs to groups,
        then it is easy to add new people -- you just add them
        to the proper groups, rather than add a set of detailed
        privs to each person.
    
    
    >
    >4. Is it possible to create a queue that only one person could see and work
    >on?
    
        I'm sure, but is this what you really want?  I'm an RT newbie
        myself, my above advice is based on how we work with other
        ticket systems.  But I'm trying to get us converted from Clarify
        to RT, and one of the things we don't particularly like about
        Clarify is the wipbin, really a personal queue.  The problem is
        that "assigning" a problem in Clarify means transfering it to
        the personal wipbin, in which case it is removed from the
        general queue.  So I, as a manager, have to go inspect everyone's
        personal wipbin to check status, rather than getting a single
        list of my queue contents.  In RT, ownership of a ticket and queue
        assignement are separate, and that makes lots more sense
        the way we work.  So if you want a personal queue to be
        a personal to-do list, fine.  But if you think a person
        will transfer a ticket out of a more general queue into his
        personal queue as a way of owning it, then it makes the
        manager's job a lot harder.
    >
    >Any ideas from the list would be appreciated.
    
    
        Start as simple as you can, and add features as you discover
        you need them.  We've never had a ticket system work "out of the box"
        because we never knew what we really wanted until we used it
        in production a little while.  Every ticket system and political
        organization has its quirks, and you just have to see how they
        mesh.
    
           bobg
    
    >
    >-Tim
    >
    >-- 
    >Timothy Wilson
    >Technology Integration Specialist
    Hopkins ISD #270, Hopkins, MN, USA
    >ph: 952.988.4103  fax: 952.988.4311  AIM: tis270
    >
    >_______________________________________________
    >rt-users mailing list
    >rt-users at lists.fsck.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  Mon Dec 15 10:20:24 2003
    From: Gary.Holmes at SurfControl.com (Gary Holmes)
    Date: Mon, 15 Dec 2003 15:20:24 -0000
    Subject: [rt-users] RESOLVED: RT3 on SuSE 9
    Message-ID: 
    
    I reported having had some issues getting RT3 to work on SuSE 9 recently.
    
    After reloading the system, I finally managed to get the Web UI up using
    Apache 1.3.29 and fastcgi. Had to make suidperl setuid and reload some perl
    modules which had been installed with Apache 2 (my issue, not SuSE). Now
    works fine. Phew.
    
    Thanks to everyone who offered advice. If anyone else wants help in this
    area, let me know.
    
    Regards,
    Gary
    
    Get the latest news on SurfControl and our products,
    subscribe to our monthly e-newsletter, SurfAdvisory at:
    http://www.surfcontrol.com/resources/surfadvisory/surfadvisory_signup.aspx
    
    *********************************************************************
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    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.
    *********************************************************************
    
    
    
    From Samuel.Senoner at eurac.edu  Mon Dec 15 10:21:45 2003
    From: Samuel.Senoner at eurac.edu (Senoner Samuel)
    Date: Mon, 15 Dec 2003 16:21:45 +0100
    Subject: [rt-users] # of transactions in resolving a ticket
    Message-ID: <8ABC35686C73554691F3481C4023BE5EF17F34@abz01be.eurac.edu>
    
    HM.
    1. When you resolve a ticket, and you have inserted something in the content filed and comment is selected a comment is created, if you have selected repy to requestor, a reply is sent. If you haven't inserted anything this step is not processed, this is why if you insert time worked whitout message content the time worked is ignored.
    2. After that the status of the ticket is changed to resolved.
    
    There are 2 transactions.
    
    -----Original Message-----
    From: MAS [mailto:rt at mas.ml1.net] 
    Sent: Monday,15 December,2003 15:27
    To: RT Users
    Subject: [rt-users] # of transactions in resolving a ticket
    
    A quick question here about what exactly happens when a ticket is resolved  (for reference when creating scrips).
    
    Using the web interface, when I have a ticket open and click on the 'Resolve' link in the upper right, I'm taken to a screen similar to that used for adding Replies or Comments to a ticket.
    
    If I resolve the ticket using this form, does RT:
    
    1) Enter a Correspondence/Comment transaction, which is dealt with according to the applicable scrips, and then enter a Resolve transaction, which is also dealt with according to the applicable scrips (but separately from the first transaction); or
    
    2) Enter a Resolve transaction, with the text entered in the form submitted as the content of the transaction, which is then dealt with appropriately.
    
    Either seems reasonable, but I'm not sure which one RT actually does. Any ideas?
    
    thanks!
    
    mike
    
    
    
    _______________________________________________
    rt-users mailing list
    rt-users at lists.fsck.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 Samuel.Senoner at eurac.edu  Mon Dec 15 10:26:49 2003
    From: Samuel.Senoner at eurac.edu (Senoner Samuel)
    Date: Mon, 15 Dec 2003 16:26:49 +0100
    Subject: [rt-users]CORRECTED ANSWER: Debian Request-Tracker3 doesnt work?
    Message-ID: <8ABC35686C73554691F3481C4023BE5EF17F36@abz01be.eurac.edu>
    
    What do you see when you open the rt page?
    Page not found? Garbage? Errors?
    Which erros do you get in apache? Or in var/log/messages ?
    Try to activate the rt logging in SiteConfig, do you see some errors in RT log?
    
    SAmuel 
    
    
    From jschubert at linearcorp.com  Mon Dec 15 02:35:00 2003
    From: jschubert at linearcorp.com (John Schubert)
    Date: 15 Dec 2003 07:35:00 +0000
    Subject: [rt-users] Performance issues with rt3 - old topic new again..
    In-Reply-To: <20031214210250.425e2377.rainer@ultra-secure.de>
    References: <253HLNqw61504S07.1071418977@cmsweb07.cms.usa.net> 
    	<20031214210250.425e2377.rainer@ultra-secure.de>
    Message-ID: <1071473701.2483.16.camel@localhost.localdomain>
    
    On Sun, 2003-12-14 at 20:02, Rainer Duffner wrote:
    
    > > I have a dual PII 333Mhz system with 512MB of RAM dedicated to the task of
    > > running rt3. (Well, at this point rt3 is just a test install.) I am running
    > > rt3 with FreeBSD 5.1 with SMP, Apache 1.3, modperl1, and MySQL 3.23. 17
    > > queues, 2 users with rights, less than 500 tickets.
    
    Sounds like a similar experience I had (I was the original author of
    this thread).  Everyone said memory was an issue, but I think it was
    CPU.  I had a 25-30 second wait, but I only had one P2 333 CPU.  Once
    going to 677MHz (or thereabouts) with 512 MB of RAM, wait time went to
    practically zero. 
    
    Just my humble opinion (which seems to be always wrong nowadays).
    
    John
    
    
    
    From jschubert at linearcorp.com  Mon Dec 15 02:37:33 2003
    From: jschubert at linearcorp.com (John Schubert)
    Date: 15 Dec 2003 07:37:33 +0000
    Subject: [rt-users] Should rt.jpg be displayed?
    In-Reply-To: <3FDB97C8.40CA2819@zoominternet.net>
    References: <3FD71C91.DDFC156D@zoominternet.net>
    	 <3FDB97C8.40CA2819@zoominternet.net>
    Message-ID: <1071473853.2483.19.camel@localhost.localdomain>
    
    
    On Sat, 2003-12-13 at 22:50, Don Brett wrote:
    > Gary Lawrence Murphy wrote:
    > 
    > > >>>>> "D" == Don Brett  writes:
    > >
    > >     D> I have a new installation of RT3, which seems to work fine.
    > >     D> But the image displayed on the top left-hand corner is
    > >     D> bplogo.gif.  Should it be rt.jpg ?  Thanks, Don
    > >
    > > the logo is hard-coded into the template at share/html/Elements/Header
    > >
    
    I changed it on the hard-coding, but just figured I was changing the
    variable incorrectly. 
    
    John
    
    
    
    From tim_wilson at hopkins.k12.mn.us  Mon Dec 15 10:34:08 2003
    From: tim_wilson at hopkins.k12.mn.us (Tim Wilson)
    Date: Mon, 15 Dec 2003 09:34:08 -0600
    Subject: [rt-users]CORRECTED ANSWER: Debian Request-Tracker3 doesnt work?
    In-Reply-To: 
    Message-ID: 
    
    On 12/15/03 10:10 AM, "breno.moiana at partekforest.com"
     wrote:
    
    > Okay, found that, fixed that, reloaded Apache, still doesnt work.
    > 
    > I am still digging, more insights/suggestions/questions are welcome.
    
    What are you seeing in the apache logs?
    
    -Tim
    
    -- 
    Timothy Wilson
    Technology Integration Specialist
    Hopkins ISD #270, Hopkins, MN, USA
    ph: 952.988.4103  fax: 952.988.4311  AIM: tis270
    
    
    
    From Samuel.Senoner at eurac.edu  Mon Dec 15 10:40:28 2003
    From: Samuel.Senoner at eurac.edu (Senoner Samuel)
    Date: Mon, 15 Dec 2003 16:40:28 +0100
    Subject: [rt-users] Performance issues with rt3 - old topic new again..
    Message-ID: <8ABC35686C73554691F3481C4023BE5EF17F38@abz01be.eurac.edu>
    
    I also have one machine, which is a dual P2 499, and one single P3 933
    The slower machine works with more users and so on, so it is clear that it's slower.
    Anywhay an old machine has also slower ram, slower bus to access the harddisk than the new one, so a single 933 is twice times faster than a dual 499, when not more in my opinion.
    In my case the process that takes most is postgres, not apache.
    
    Samuel
    
    -----Original Message-----
    From: John Schubert [mailto:jschubert at linearcorp.com] 
    Sent: Monday,15 December,2003 08:35
    To: Rainer Duffner
    Cc: rt-users at lists.fsck.com
    Subject: Re: [rt-users] Performance issues with rt3 - old topic new again..
    
    On Sun, 2003-12-14 at 20:02, Rainer Duffner wrote:
    
    > > I have a dual PII 333Mhz system with 512MB of RAM dedicated to the 
    > > task of running rt3. (Well, at this point rt3 is just a test 
    > > install.) I am running
    > > rt3 with FreeBSD 5.1 with SMP, Apache 1.3, modperl1, and MySQL 3.23. 
    > > 17 queues, 2 users with rights, less than 500 tickets.
    
    Sounds like a similar experience I had (I was the original author of this thread).  Everyone said memory was an issue, but I think it was CPU.  I had a 25-30 second wait, but I only had one P2 333 CPU.  Once going to 677MHz (or thereabouts) with 512 MB of RAM, wait time went to practically zero. 
    
    Just my humble opinion (which seems to be always wrong nowadays).
    
    John
    
    _______________________________________________
    rt-users mailing list
    rt-users at lists.fsck.com
    http://lists.fsck.com/mailman/listinfo/rt-users
    
    Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
    
    
    
    
    From koos at kzdoos.xs4all.nl  Mon Dec 15 11:07:01 2003
    From: koos at kzdoos.xs4all.nl (Koos van den Hout)
    Date: Mon, 15 Dec 2003 17:07:01 +0100
    Subject: [rt-users] Does Postgres offer acceptable performance
    In-Reply-To: 
    References: 
    Message-ID: <20031215160701.GA500@kzdoos.xs4all.nl>
    
    Quoting Tim Wilson who wrote on Wed, Dec 10, 2003 at 03:12:54PM -0600:
    
    > Before I decide for sure, I need to know if Postgres would work *well
    > enough*. This is not going to be a big RT installation (at least initially),
    > so I don't think I'd push either database system very hard. Are there any
    > satisfied RT/Postgres customers out there?
    
    *waves*
    
    Everything is standardized on PostgreSQL here so I chose PostgreSQL for RT.
    
    It works. No problems installing.
    
                                                 Koos
    
    -- 
    Koos van den Hout,           PGP keyid RSA/1024 0xCA845CB5 via keyservers
    koos at kzdoos.xs4all.nl        or DSS/1024 0xF0D7C263                        -?)
    Fax +31-30-2817051              Visit the site about books with reviews    /\\
    http://idefix.net/~koos/                http://www.virtualbookcase.com/   _\_V
    -------------- next part --------------
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    From cg at tric.nl  Mon Dec 15 11:23:01 2003
    From: cg at tric.nl (Cees de Groot)
    Date: Mon, 15 Dec 2003 17:23:01 +0100
    Subject: [rt-users] Re: Performance issues with rt3 - old topic new again..
    References: <253HLNqw61504S07.1071418977@cmsweb07.cms.usa.net>
    	<20031214210250.425e2377.rainer@ultra-secure.de>
    	<1071473701.2483.16.camel@localhost.localdomain>
    Message-ID: <5o31b1-9ie.ln1@home.cdegroot.com>
    
    John Schubert   said:
    >Sounds like a similar experience I had (I was the original author of
    >this thread).  Everyone said memory was an issue, but I think it was
    >CPU.  I had a 25-30 second wait, but I only had one P2 333 CPU.  Once
    >going to 677MHz (or thereabouts) with 512 MB of RAM, wait time went to
    >practically zero. 
    >
    >Just my humble opinion (which seems to be always wrong nowadays).
    >
    Well, I think it is. The CPU you dropped in is twice as fast, so you would
    expect waits to go to 12-15 secs. You experienced an order of magnitude
    speed-up (at least), which the CPU upgrade couldn't have given you.
    However, you doubled RAM as well (in violation of the ceteris paribus
    rule ;-)), so that must have been the case.
    
    In general under Linux, if you have 100$ to spend and you have to
    choose CPU or RAM, spend it on RAM. For example, I just ordered a new
    mobo+CPU+memory setup, and stepped down with the CPU speed a bit to make
    sure I could afford 1G of PC400 RAM.
    
    -- 
    Cees de Groot               http://www.tric.nl     
    tric, the new way           helpdesk/ticketing software, VoIP/CTI, 
                                web applications, custom development
    
    
    
    From ah3 at mlz.us  Mon Dec 15 11:59:22 2003
    From: ah3 at mlz.us (Andy Harrison)
    Date: Mon, 15 Dec 2003 11:59:22 -0500
    Subject: [rt-users] Custom Ticket Creation Form
    Message-ID: <20031215115922.34cdb331.ah3@mlz.us>
    
     I've created a custom form for ticket creation in a specific queue.  I wanted some specific information to be displayed and some related instructions, that sort of thing.  What I'd like is to make a link indicating "Description of Choices" which pops up a window displaying all of the clicked Custom Field's values and the description text of each possible value.  Could anyone help?
    
     I have not reinvented the wheel entirely, I used the original index.html and simply renamed it and put the modified version in the local directory tree, as well as modified versions of the EditCustomField and EditCustomFields elements.  Then I added a new section in the main menu sidebar to access it.  So all of the RT modules are available to my new form, I'm just not sure how to do it.
    
     John Schubert gave me a suggestion to use the alt= param, but that doesn't work well for me.
    
     I've added the following lines to the EditCustomFields element file:
    
             
    
             [ Description of Choices ]
    Problem is, I'm not sure how to pass the current queue and such to that page. This doesn't even come close to working: Systems-Descriptions.html: % print ":::", %ARGS, ":::\n";


       
             
       %#    print Dumper( $CustomField->Values() );
       %     my $CustomFieldValues = $CustomField->Values();
       %     while ( my $value = $CustomFieldValues->Next ) {
       %         #print Dumper( $value->values->description );
       %         print $value->{'values'}->{'description'},
       %#       

    % <%INIT> my $QueueObj = new RT::Queue($session{'CurrentUser'}); $QueueObj->Load($Queue) || Abort(loc("Queue could not be loaded.")); my $CustomField = $QueueObj->CustomFields(); <%ARGS> $DependsOn => undef $DependedOnBy => undef $MemberOf => undef $QuoteTransaction => undef $Queue => 35 This yields: error: Can't locate object method "Values" via package "RT::CustomFields" at /usr/local/rt3/local/html/Systems-Descriptions.html line 7. context: ... 3:


    	
     4: 		
     5: 		
     6: 	%# print Dumper( $CustomField->Values() );	
     7: 	% my $CustomFieldValues = $CustomField->Values();	
     8: 	% while ( my $value = $CustomFieldValues->Next ) {	
     9: 	% #print Dumper( $value->values->description );	
     10: 	% print $value->{'values'}->{'description'},
    References: 
    Message-ID: <20031215174004.GH1971@yeti.qsent.com>
    
    inline
    
    On Mon, 15 Dec 2003, Tim Wilson wrote:
    
    > 1. Should I have lots of queues with each building having its own complete
    > set, duplicating queues in other buildings, or should I have relatively few
    > with the building techs managing their own tickets within the larger queues?
    
    My recommendation is that unless traffic is quite heavy, have all of the
    schools in one queue.  Especially if the architectures are similar.
    There may be value from visibility into other sites.  Then, you'll
    probably want the DO to have a queue of its own, especially if the
    primary requestors are intended to be the school techs and your managers
    and selves.
    
    But, we've found that queues along department lines is most effective.
    
    Another note...our primary queue is primarily for trouble tickets, ie,
    tickets that are only open briefly.  I created a separate queue for the
    ongoing projects.
    
    > 
    > 2. A related question... Should I have lots of email address for our
    > teachers to try to remember, or should we create a bare minimum and have our
    > techs sort tickets as they come in?
    
    Have a logical pattern to them.
    it.rt@
    helpdesk@
    
    schoolabbr.it@
    do.it@
    
    You could have them all go to the same queue if you like.  The last is
    the most flexible because you can separate out the addresses, and not
    have teachers react...plus, the pattern is pretty intuitive (to me).
    
    
    > 
    > 3. How could we use RT groups to better organizer our tickets?
    
    Going with the two queue idea, I'd set one group with all the school
    techs, and another with DO techs.
    
    Then make all school techs admincc's of the schoolabbr.it queue, and DO
    techs admincc's of the do.it@ queue.  Dependending on how much
    visibility you want into school incidents, probably at least on DO
    person should be an admincc on the schools queue.
    > 
    > 4. Is it possible to create a queue that only one person could see and work
    > on?
    
    don't see why not, though I haven't done it.  Probably just set the user
    permissions rather than group.
    
    --
    Rick Rezinas 
    Unix Systems Administrator
    Qsent, Inc.
    
    
    When Gladstone was British Prime Minister he visited Michael Faraday's
    laboratory and asked if some esoteric substance called `Electricity'
    would ever have practical significance.
    "One day, sir, you will tax it," was the answer.
    					        	-- Science, 1994
    
    
    
    From breno.moiana at partekforest.com  Mon Dec 15 13:40:07 2003
    From: breno.moiana at partekforest.com (breno.moiana at partekforest.com)
    Date: Mon, 15 Dec 2003 15:40:07 -0300
    Subject: [rt-users]CORRECTED ANSWER: Debian Request-Tracker3 doesnt work?
    Message-ID: 
    
    
    >What do you see when you open the rt page?
    >Page not found? Garbage? Errors?
    >Which erros do you get in apache? Or in var/log/messages ?
    >Try to activate the rt logging in SiteConfig, do you see some errors in RT log?
    
    Thank you all!
    I had overlooked the logging option on SiteConfig, found some issues with the
    database, now it is giving me a login page. I will experiment with that a bit
    more, and get back here with the full solution or more questions :)
    
    Thank you all for the help!
    
    Best Regards,
    
    Breno Moiana
    -------------------------------------------------------------
    Analista de Suporte - Partek Forest Ltda.
    fone: +55 41 6672828
    fax: +55 41 6673100
    mailto: breno.moiana at partekforest.com
    -------------------------------------------------------------
    "Science is organized knowledge. Wisdom is organized life."
    
    "Ci?ncia ? conhecimento organizado. Sabedoria ? vida organizada."
        -- Immanuel Kant
    
    
    
    
    
    From murple at murple.net  Mon Dec 15 12:55:01 2003
    From: murple at murple.net (Craig Schenk)
    Date: Mon, 15 Dec 2003 12:55:01 -0500 (EST)
    Subject: [rt-users] HTML to text
    Message-ID: 
    
    Is there a way using RT or any drop in scrips to make RT parse incoming HTML
    email into plain text before adding it to a ticket? RT seems to be able to add
    HTML as an attachment or display it as HTML code in a 
     block, but not to
    wipe out the HTML and just show plain text. Ideally we'd like to have it 
    so HTML code can be displayed in a readable tag-free format in the main
    ticket body, while saving the original HTML as an attachment that can be
    viewed if someone wants to see it.
    
    
    From murple at murple.net  Mon Dec 15 12:59:24 2003
    From: murple at murple.net (Craig Schenk)
    Date: Mon, 15 Dec 2003 12:59:24 -0500 (EST)
    Subject: [rt-users] Cc broken in 3.0.6?
    Message-ID: 
    
    I'm running RT 3.0.6 and have found what is either a bug or a feature that
    doesnt work how I'd expect.
    
    If someone sends a ticket to RT by email, say to rt-foo at rt.server.com, and
    they add a Cc: randomuser at mail.server.com, then RT will properly grab the
    address from the email and stick the Cc: field into RT's Cc: field.
    
    However, when someone goes and replies to the ticket, the reply only goes to
    the ticket and to the requestors. The Cc: addresses do not get Cc:'d on any
    replies to the ticket. In fact, it seems RT doesnt do anything at all with the
    ticket but to stick it into a field in the database.
    
    Is this a known bug? Is there a known fix? Or am I doing something wrong?
    
    
    From cubic at acronis.ru  Mon Dec 15 13:11:05 2003
    From: cubic at acronis.ru (Ruslan U. Zakirov)
    Date: Mon, 15 Dec 2003 21:11:05 +0300
    Subject: [rt-users] Custom Ticket Creation Form
    In-Reply-To: <20031215115922.34cdb331.ah3@mlz.us>
    References: <20031215115922.34cdb331.ah3@mlz.us>
    Message-ID: <3FDDF939.3010709@acronis.ru>
    
    Andy Harrison wrote:
    [snip]
    > 
    >  Problem is, I'm not sure how to pass the current queue and such to that page.
    > 
    >  This doesn't even come close to working:
    > 
    >  Systems-Descriptions.html:
    > 
    >    %   print ":::", %ARGS, ":::\n";
    >           
    >           


    >    
    >          
    >    %#    print Dumper( $CustomField->Values() );
    >    %     my $CustomFieldValues = $CustomField->Values();
    >    %     while ( my $value = $CustomFieldValues->Next ) {
    >    %         #print Dumper( $value->values->description );
    >    %         print $value->{'values'}->{'description'},    %     }
    >           ">
    >    %#       

    > > > % > <%INIT> > my $QueueObj = new RT::Queue($session{'CurrentUser'}); > $QueueObj->Load($Queue) || Abort(loc("Queue could not be loaded.")); > my $CustomField = $QueueObj->CustomFields(); > > > <%ARGS> > $DependsOn => undef > $DependedOnBy => undef > $MemberOf => undef > $QuoteTransaction => undef > $Queue => 35 > > > This yields: > > error: Can't locate object method "Values" via package "RT::CustomFields" at /usr/local/rt3/local/html/Systems-Descriptions.html line 7. > > context: > ... > 3:


    	
    >  4: 		
    >  5: 		
    >  6: 	%# print Dumper( $CustomField->Values() );	
    >  7: 	% my $CustomFieldValues = $CustomField->Values();	
    >  8: 	% while ( my $value = $CustomFieldValues->Next ) {	
    >  9: 	% #print Dumper( $value->values->description );	
    >  10: 	% print $value->{'values'}->{'description'},  11: 	% }	
    >  ... 		
    >  code stack: 	/usr/local/rt3/local/html/Systems-Descriptions.html:7
    >  /usr/local/rt3/share/html/autohandler:182
    > 
    		Hello.
    First of all, people don't like read huge texts on MLs.
    For API docs use something like this:
    perldoc /www/rt3/lib/RT/CustomField_Overlay.pm
    
    Watch errors more careful.
    There is realy no method 'Values' in 'RT::CustomFields', but it's in 
    'RT::CustomField'.
    
    A little about RT API:
    1) *_Overlay.pm, *_Vendor.pm and *_Local.pm it's includes in (*).pm with 
    same namespace as (*).pm. This files contains extension and override 
    funcs and includes at (*).pm loadtime. Order of including could be found 
      at the end of (*).pm I skip them below, this modules don't have own 
    namespace.
    2) RT<->DB interactions based on DBIx::SearchBuilder.
    RT::Handle - ISA DBIx::SearchBuilder::Handle::YourDBType;
    RT::SearchBuilder - ISA DBIx::SearchBuilder, RT::Base;
    RT::Record - ISA RT::Base, DBIx::SearchBuilder::Record;
    
    3) RT::Base - is superclass that provide CurrentUser, loc methods for 
    children.
    
    4) Table - it's collection of records. So there pairs of classes for 
    each table with some exceptions as usually:
    
    ACE.pm				ACL.pm
    Attachment.pm 			Attachments.pm
    CachedGroupMember.pm		CachedGroupMembers.pm
    CustomField.pm			CustomFields.pm
    CustomFieldValue.pm		CustomFieldValues.pm
    GroupMember.pm			GroupMembers.pm
    Group.pm			Groups.pm
    Link.pm				Links.pm
    Principal.pm			Principals.pm
    Queue.pm			Queues.pm
    ScripAction.pm			ScripActions.pm
    ScripCondition.pm		ScripConditions.pm
    Scrip.pm			Scrips.pm
    Template.pm			Templates.pm
    TicketCustomFieldValue.pm	TicketCustomFieldValues.pm
    Ticket.pm			Tickets.pm
    Transaction.pm			Transactions.pm
    User.pm				Users.pm
    
    Left column ISA RT:Record, right ISA RT::SearchBuilder subclasses.
    Right are collections of left. So you can Limit* them, Count and 
    move(First, Next, Prev, Last) through them. Allmost all functions 
    derived from DBIx::SearchBuilder except Limit* and some other, they are 
    defined in *_Overlay.pm
    
    When you move through collection, functions return Record instance 
    inherited from RT::Record which represents row in table.
    Table fields could be accessed in to ways:
    1) $record->FieldName - get value of 'FieldName'
    2) $record->SetFieldName - set value of 'FieldName'
    This was achieved with perl AUTOLOAD mechanism.
    This classes also often have different Load* funcs, it's useful when you 
      want to Load particular row in instance by some parametr(field, eg Name)
    
    Tables can have relationships with other tables, for such cases classes 
    derived from RT::Record has special methods which return another RT::* 
    instances, eg:
    RT::Ticket has method OwnerObj(defined in RT/Ticket_Overlay.pm) that 
    return new RT::User instance already Loaded with Ticket's owner, but 
    Transactions sub returns collection.
    
    5) There is also 'exception' classes in RT:
    URI.pm
    System.pm
    Date.pm
    CurrentUser.pm
    
    		I hope this help you a little. Ruslan.
    
    
    
    From cubic at acronis.ru  Mon Dec 15 13:14:03 2003
    From: cubic at acronis.ru (Ruslan U. Zakirov)
    Date: Mon, 15 Dec 2003 21:14:03 +0300
    Subject: [rt-users] Cc broken in 3.0.6?
    In-Reply-To: 
    References: 
    Message-ID: <3FDDF9EB.1040104@acronis.ru>
    
    Craig Schenk wrote:
    > I'm running RT 3.0.6 and have found what is either a bug or a feature that
    > doesnt work how I'd expect.
    > 
    > If someone sends a ticket to RT by email, say to rt-foo at rt.server.com, and
    > they add a Cc: randomuser at mail.server.com, then RT will properly grab the
    > address from the email and stick the Cc: field into RT's Cc: field.
    > 
    > However, when someone goes and replies to the ticket, the reply only goes to
    > the ticket and to the requestors. The Cc: addresses do not get Cc:'d on any
    > replies to the ticket. In fact, it seems RT doesnt do anything at all with the
    > ticket but to stick it into a field in the database.
    > 
    > Is this a known bug? Is there a known fix? Or am I doing something wrong?
    You should look in your scrips. I think you don't have notification 
    scrips for CC'ers.
    		Best. Ruslan.
    
    
    
    From bobg at uic.edu  Mon Dec 15 13:18:11 2003
    From: bobg at uic.edu (Bob Goldstein)
    Date: Mon, 15 Dec 2003 12:18:11 -0600
    Subject: [rt-users] Cc broken in 3.0.6? 
    In-Reply-To: Your message of "Mon, 15 Dec 2003 12:59:24 EST."
    	 
    Message-ID: <200312151818.hBFIIBnB016714@shark.cc.uic.edu>
    
    >I'm running RT 3.0.6 and have found what is either a bug or a feature that
    >doesnt work how I'd expect.
    >
    >If someone sends a ticket to RT by email, say to rt-foo at rt.server.com, and
    >they add a Cc: randomuser at mail.server.com, then RT will properly grab the
    >address from the email and stick the Cc: field into RT's Cc: field.
    >
    >However, when someone goes and replies to the ticket, the reply only goes to
    >the ticket and to the requestors. The Cc: addresses do not get Cc:'d on any
    >replies to the ticket. In fact, it seems RT doesnt do anything at all with the
    >ticket but to stick it into a field in the database.
    >
    >Is this a known bug? Is there a known fix? Or am I doing something wrong?
    
    
    Known configuration, I believe.  Check out RT_SiteConfig.pm for this:
    
    # 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);
    
    
       bobg
    
    
    From cubic at acronis.ru  Mon Dec 15 13:17:38 2003
    From: cubic at acronis.ru (Ruslan U. Zakirov)
    Date: Mon, 15 Dec 2003 21:17:38 +0300
    Subject: [rt-users] HTML to text
    In-Reply-To: 
    References: 
    Message-ID: <3FDDFAC2.5030306@acronis.ru>
    
    Craig Schenk wrote:
    > Is there a way using RT or any drop in scrips to make RT parse incoming HTML
    > email into plain text before adding it to a ticket? RT seems to be able to add
    > HTML as an attachment or display it as HTML code in a 
     block, but not to
    > wipe out the HTML and just show plain text. Ideally we'd like to have it 
    > so HTML code can be displayed in a readable tag-free format in the main
    > ticket body, while saving the original HTML as an attachment that can be
    > viewed if someone wants to see it.
    Just a few days ago subj was on this or devel list with three solutions.
    One via MTA
    Two via Patches to RT
    Look in archives.
    		Good luck. Ruslan.
    
    
    
    From rick.rezinas at qsent.com  Mon Dec 15 13:36:09 2003
    From: rick.rezinas at qsent.com (Rick Rezinas)
    Date: Mon, 15 Dec 2003 10:36:09 -0800
    Subject: [rt-users] replies give bounce warning
    Message-ID: <20031215183609.GJ1971@yeti.qsent.com>
    
    hello,
    
    I've set myself as recipient of RT notifications, and I'm getting a
    bounce warning for all replies to tickets.  The warnings come from the 
    RT correspondence address.
    
    Is this indicative of a problem?  How can I make it stop?  Replies look 
    to be being processed correctly other than this.  It doesn't matter whether 
    replies are sent with Outlook, mutt, or pine.
    
    I'm using RT 3.0.7 with qmail.
    
    thanks
    rick
    
    --
    Rick Rezinas
    Unix Systems Administrator
    Qsent, Inc.
    
    
    When Gladstone was British Prime Minister he visited Michael Faraday's
    laboratory and asked if some esoteric substance called `Electricity'
    would ever have practical significance.
    "One day, sir, you will tax it," was the answer.
    					        	-- Science, 1994
    
    
    
    From talklists at index-s.de  Mon Dec 15 13:36:44 2003
    From: talklists at index-s.de (Stefan Seiz)
    Date: Mon, 15 Dec 2003 19:36:44 +0100
    Subject: [rt-users] Ticket Body in Email
    In-Reply-To: <20031215025958.67613.qmail@web14521.mail.yahoo.com>
    Message-ID: 
    
    On 15.12.2003 3:59 Uhr, Bill Shinn  wrote:
    
    > BTW, How do you reverse sort them permanently? Is
    > there a way to do this globally?
    
    Yes, and I hope what I did is the recommend way to do it.
    
    in /opr/rt3/lib/RT
    
    I created an a file called "Transactions_Local.pm" which should override
    "Transactions.pm".
    The files purpose is to list all ticket transactions DESCENDING which means
    latest (youngest) transaction on top.
    
    The files contents are:
    
    use strict;
    no warnings qw(redefine);
    
    # {{{ sub _Init  
    sub _Init   {
      my $self = shift;
      
      $self->{'table'} = "Transactions";
      $self->{'primary_key'} = "id";
      
      # By default, order by the date of the transaction, rather than ID.
      $self->OrderBy( ALIAS => 'main',
                      FIELD => 'Created',
                      ORDER => 'DESC');
    
      return ( $self->SUPER::_Init(@_));
    }
    # }}}
    
    1;
    
    
    --
    
    Spamto: 
    
    
    
    From murple at murple.net  Mon Dec 15 13:43:17 2003
    From: murple at murple.net (Craig Schenk)
    Date: Mon, 15 Dec 2003 13:43:17 -0500 (EST)
    Subject: [rt-users] Cc broken in 3.0.6?
    In-Reply-To: <3FDDF9EB.1040104@acronis.ru>
    Message-ID: 
    
    > You should look in your scrips. I think you don't have notification 
    > scrips for CC'ers.
    
    I havent changed any of the scrips. Is there a configuration option I need to
    set to make this feature work?
    
    
    
    From murple at murple.net  Mon Dec 15 13:53:14 2003
    From: murple at murple.net (Craig Schenk)
    Date: Mon, 15 Dec 2003 13:53:14 -0500 (EST)
    Subject: [rt-users] RE: Cc broken in 3.0.6
    In-Reply-To: <20031215184404.0370211362@pallas.eruditorum.org>
    Message-ID: 
    
    >>    $MemberOf => undef
    >>    $QuoteTransaction => undef
    >>    $Queue => 35
    >>    
    > Known configuration, I believe.  Check out RT_SiteConfig.pm for this:
    > 
    > Set($ParseNewMessageForTicketCcs , 1);
    
    I have that enabled. It properly parses Cc lines out of incoming emails, it
    just doesnt send to Cc addresses when someone replies to the ticket - only the
    requestors get subsequent replies.
    
    
    From richard at zync.co.uk  Mon Dec 15 14:16:49 2003
    From: richard at zync.co.uk (Richard Gration)
    Date: Mon, 15 Dec 2003 19:16:49 +0000
    Subject: [rt-users] Re: [users@httpd] CGI script executing twice
    In-Reply-To: <3FDCE746.FB11C8C6@cox.net>
    References: <3FDCE746.FB11C8C6@cox.net>
    Message-ID: <200312151916.49771.richard@zync.co.uk>
    
    On Sunday 14 December 2003 22:42, Chris W wrote:
    > I have been having problems with my scripts executing twice so I looked
    > at the log file and saw this.
    >
    >  "POST /cgi-bin/addToCart.pl HTTP/1.1" 200 6473
    >  "GET /cgi-bin/addToCart.pl? HTTP/1.1" 200 6417
    >
    > The first time this script gets values from a form post and works
    > correctly, the second time it gets no values and executes a second time,
    > is there a way to stop this?  And why is this happening?  BTW it doesn't
    > happen if the user is using an old version of Netscape. 4.7.
    
    I'm assuming that you are testing your site from a windows box? Have you tried 
    from a box running a different OS?
    
    I had a problem on my site where some windows clients would make odd requests 
    which weren't in response to user actions, they were made by Winders for some 
    reasons of its own[1], and the pattern of bogosity resembles what you're 
    saying here eg valid URLs with '?' tacked on the end, GET requests to pages 
    which would only ever be called with a POST request from the site, etc, etc.
    
    Another thing to remember is that many browsers will try and open the most 
    recently viewed page when they are re-started, often without any of the 
    context which was there when the browser was closed. Just a thought.
    
    Rich
    
    [1] I know this doesn't sound likely, I refused to believe it at first, but I 
    would put money on the fact that this is the explanation.
    
    
    From list+rt at joreybump.com  Mon Dec 15 14:35:12 2003
    From: list+rt at joreybump.com (Jorey Bump)
    Date: Mon, 15 Dec 2003 14:35:12 -0500
    Subject: [rt-users] RT best practice
    In-Reply-To: 
    References: 
    Message-ID: <3FDE0CF0.7000604@joreybump.com>
    
    Tim Wilson wrote:
    
    > Hi everyone,
    > 
    > Other than some final email configuration, my RT install is ready to go. I
    > wonder if some of the RT gurus on the list would be willing to offer a
    > suggestion or two about how to configure RT for my organization.
    > 
    > I work for a fairly large school district (about 9,000 students K-12). We
    > have 10 different schools plus a district office where we have several
    > district-wide tech support people and network managers. Each of our schools
    > has at least one dedicated tech support person.
    > 
    > Most day to day tech support issues get handled by the tech support people
    > in the schools. Occasionally they run into problems that need to be
    > addressed by one of us at the district office. The district office staff
    > work on network issues, servers, and the like.
    > 
    > I have questions like:
    > 
    > 1. Should I have lots of queues with each building having its own complete
    > set, duplicating queues in other buildings, or should I have relatively few
    > with the building techs managing their own tickets within the larger queues?
    
    I'm no guru, but I'm supporting three different installations of RT3 in 
    totally disparate environments. There's no doubt in my mind that the 
    "less is more" approach provides the most value and flexibility with RT. 
      One enormous advantage of handling your tech support in one queue is 
    that techs can help each other, even if they are from different schools. 
    We all have different strengths, and allowing techs to see other tickets 
    gives them an opportunity to share their knowledge. In fact, I see that 
    as one of the principle strengths of RT.
    
    > 2. A related question... Should I have lots of email address for our
    > teachers to try to remember, or should we create a bare minimum and have our
    > techs sort tickets as they come in?
    
    Well, you seem to be aware of the problem already: Why place an extra 
    burden on the end user? There's no question that support issues are best 
    handled with a single address, like support at example.com, but if your 
    categorization is efficient, other addresses can be useful. For example, 
    it makes perfect sense to have a webmaster at example.com address and 
    corresponding queue to handle issues related to your web site.
    
    > 3. How could we use RT groups to better organizer our tickets?
    
    Groups are for administering users, queues are for organizing tickets. 
    Even if you have only one queue, it makes sense to create a group. You 
    add users to the group, then assign the group rights, either globally or 
    for each queue. This is a lot easier than setting up individual user 
    rights for every queue. I repeat: a LOT easier.
    
    For example, one model I've been using is to have an admin group and a 
    staff group for each queue. The only real difference is that the admin 
    group has the right to delete tickets. I can easily move members between 
    groups to alter their rights.
    
    > 4. Is it possible to create a queue that only one person could see and work
    > on?
    
    Yes, of course. But keep in mind that root sees all. If you can't trust 
    the administrator, you should run your own instance of RT.
    
    
    
    
    
    From ah3 at mlz.us  Mon Dec 15 14:40:25 2003
    From: ah3 at mlz.us (Andy Harrison)
    Date: Mon, 15 Dec 2003 14:40:25 -0500
    Subject: [rt-users] Custom Ticket Creation Form
    In-Reply-To: <3FDDF939.3010709@acronis.ru>
    References: <20031215115922.34cdb331.ah3@mlz.us> <3FDDF939.3010709@acronis.ru>
    Message-ID: <20031215144025.75454773.ah3@mlz.us>
    
    On Mon, 15 Dec 2003 21:11:05 +0300
    "Ruslan U. Zakirov"  wrote:
    
    > 		I hope this help you a little. Ruslan.
    
    Sorry, it doesn't.  I still don't understand how to pass the current queue and CustomField to a page that I've created.  I looked through a variety of the module files with perldoc, I but don't see anything that helps me.
    
    -- 
    Andy Harrison
    Great Works Internet
    System Operations
    (full headers for details)
    
    
    From rob at myinternetplace.net  Mon Dec 15 19:53:17 2003
    From: rob at myinternetplace.net (Rob Walker)
    Date: Mon, 15 Dec 2003 16:53:17 -0800
    Subject: [rt-users] Can't call method "Parse" when sending email ...
     SendEmail.pm && rt-crontool
    Message-ID: <87llpd4m82.fsf@ladle.net>
    
    
    
    I have looked online, and the only other question about this topic is
    found in the question at
    http://lists.fsck.com/pipermail/rt-users/2003-May/013943.html but there
    is not any answers posted to that thread.
    
    I need to send an email to everyone who has a ticket open which is
    overdue.
    
    When I run rt-crontool from the command line, I get the following
    errors:
    
    rt-crontool --verbose \
                --search RT::Search::ActiveTicketsInQueue \
                --search-arg General \
                --condition RT::Condition::Overdue \
                --action RT::Action::SendEmail 
    
    [Tue Dec 16 00:50:49 2003] [crit]: Can't call method "Parse" on an undefined value at /usr/share/perl5/RT/Action/SendEmail.pm line 210.
     (/usr/share/perl5/RT.pm:254)
    
    
    
    I have updated the SendEmail.pm file to be the one from 2.0.7, but the
    changes there are a Cc -> Bcc typo fix and a || die; on a sendmail
    call.  Doesn't seem to be too much of a change.
    
    Rob
    
    
    
    From heidbrock at werum.de  Tue Dec 16 02:17:27 2003
    From: heidbrock at werum.de (=?iso-8859-1?Q?J=F6rg_Heidbrock?=)
    Date: Tue, 16 Dec 2003 08:17:27 +0100
    Subject: [rt-users] Re: Problems with Attachments
    Message-ID: <007b01c3c3a4$a993bb70$996614ac@werum553>
    
    Hi Jesse,
    
    with 3.0.8pre2, everything is fine. Thanks.
    So I will be waiting for the next release...
    
    Bye,
      Joerg
    
    On Fri, Dec 12, 2003 at 09:57:07AM +0100, Jrg Heidbrock wrote:
    > Hi all,
    > 
    > i have problems with binary attachments in rt. I'm using rt with apache and
    > mod_fastcgi.
    > 
    > When I start the webserver and add a binary attachment to a ticket,
    > everything ist fine. When I then add another attachment, it is bigger and
    > corrupted on the server. After a restart of the apache, i can add another
    > attachment, which is ok. The next one is corrupted again.
    
    Try to replicate this with 3.0.8pre2?
    
    > 
    > My configuration:
    >   rt 3.0.7_01
    >   apache 1.3.26 with mod_fastcgi 2.4.2
    >   perl 5.8.0
    >   mysql 3.23.49
    > 
    > Has someone an idea?
    > 
    > Thanks,
    >   Joerg
    
    From tim_wilson at hopkins.k12.mn.us  Tue Dec 16 02:34:09 2003
    From: tim_wilson at hopkins.k12.mn.us (Tim Wilson)
    Date: Tue, 16 Dec 2003 01:34:09 -0600
    Subject: [rt-users] RT config with Postfix and mail forwarding
    Message-ID: 
    
    Hi everyone,
    
    Thanks to some timely help from the list, I've got RT 90% working. The Web
    interface is great, RT can receive emails and put them in queues, but RT
    can't send an email successfully. I hoping that someone out there has a
    configuration like mine and can give some help.
    
    My setup:
    Debian (testing)
    RT 3.0.6
    PostgreSQL 7.3.2
    Mod_perl
    Postfix 1.1.11.0
    
    We've got RT set up on support.example.com. In the interest of simplicity
    we'd like our users to send emails to help at example.com (instead of having to
    remember support.example.com). The messages should be forwarded to
    support.example.com and all correspondence should go back to the requestor
    as though it came from example.com, not support.example.com. This is
    possible, right? It must be.
    
    Again, any help would be appreciated.
    
    -Tim
    
    -- 
    Timothy Wilson
    Technology Integration Specialist
    Hopkins ISD #270, Hopkins, MN, USA
    ph: 952.988.4103  fax: 952.988.4311  AIM: tis270
    
    
    
    From cubic at acronis.ru  Tue Dec 16 02:46:12 2003
    From: cubic at acronis.ru (Ruslan U. Zakirov)
    Date: Tue, 16 Dec 2003 10:46:12 +0300
    Subject: [rt-users] RE: Cc broken in 3.0.6
    In-Reply-To: 
    References: 
    Message-ID: <3FDEB844.20309@acronis.ru>
    
    Craig Schenk wrote:
    >>>   $MemberOf => undef
    >>>   $QuoteTransaction => undef
    >>>   $Queue => 35
    >>>   
    >>
    >>Known configuration, I believe.  Check out RT_SiteConfig.pm for this:
    >>
    >>Set($ParseNewMessageForTicketCcs , 1);
    > 
    > 
    > I have that enabled. It properly parses Cc lines out of incoming emails, it
    > just doesnt send to Cc addresses when someone replies to the ticket - only the
    > requestors get subsequent replies.
    I have to repeat that all notifications in RT are managable via 
    _Scrips_. I don't remember default scripset, but most likely that there 
    is no scrips for sending replies to Cc'ers. You should create them.
    *IF* you look in Configuration->Global->Scrips or in 
    Configuration->Queues->Your Queue->Scrips then you'll find there default 
    set of scrips with nice descriptions.
    
    May be I've missed something do you have Cc'ers for those Tickets in 
    WebUI on Ticket's people page?
    
    		Good luck. Ruslan.
    
    
    
    From sachinm at netcore.co.in  Tue Dec 16 02:51:55 2003
    From: sachinm at netcore.co.in (Sachin Murudkar)
    Date: Tue, 16 Dec 2003 13:21:55 +0530
    Subject: [rt-users] Delegate rights
    Message-ID: <1071561115.5996.3.camel@efv2.netcore.co.in>
    
    Hello!
    
    How do i assign delegate rights(my rights)  to other users.
    
    Please Help
    with regards,
    Sachin
    
    ----------------------------------------------------------------
    
    NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134
    
    MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in
    
    Pragatee: Integrated Server-Software Suite: http://www.pragatee.com
    
    Emergic Freedom: Server-centric Computing: http://www.emergic.com
    
    BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com
    
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    Rajesh Jain's Weblog on Technology: http://www.emergic.org
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    From sachinm at netcore.co.in  Tue Dec 16 02:51:55 2003
    From: sachinm at netcore.co.in (Sachin Murudkar)
    Date: Tue, 16 Dec 2003 13:21:55 +0530
    Subject: [rt-users] Delegate rights
    Message-ID: <1071558434.23960.2.camel@efv2.netcore.co.in>
    
    Hello!
    
    How do i assign delegate rights(my rights) to other users.
    
    
    Please Help
    with Regards,
    Sachin
    
    
    ----------------------------------------------------------------
    
    NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134
    
    MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in
    
    Pragatee: Integrated Server-Software Suite: http://www.pragatee.com
    
    Emergic Freedom: Server-centric Computing: http://www.emergic.com
    
    BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com
    
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    Rajesh Jain's Weblog on Technology: http://www.emergic.org
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    From acesarz at crowley.pl  Tue Dec 16 04:24:28 2003
    From: acesarz at crowley.pl (Alek Cesarz)
    Date: Tue, 16 Dec 2003 10:24:28 +0100
    Subject: [rt-users] removing "dead" users
    Message-ID: <3FDECF4C.9050209@crowley.pl>
    
    hello,
    has anybody written a tool to delete users, who are not referenced by
    any ticket?
    i've marked unnecessary tickets as dead, and told rt2-to-rt3 script to
    skip them in export. so i have an rt3 install with 10 000 tickets and 30
    000 users...
    
    regards,
    -- 
    Alek Cesarz : NOD manager : ALEK1-RIPE
    +48 22 860 69 60 : Crowley Data Poland
    
    
    From rt at anothy.9srv.net  Tue Dec 16 06:20:30 2003
    From: rt at anothy.9srv.net (Anthony Sorace)
    Date: Tue, 16 Dec 2003 11:20:30 +0000
    Subject: [rt-users] RT config with Postfix and mail forwarding
    In-Reply-To: 
    References: 
    Message-ID: 
    
    On Dec 16, 2003, at 7:34 AM, Tim Wilson wrote:
    
    > We've got RT set up on support.example.com. In the interest of 
    > simplicity
    > we'd like our users to send emails to help at example.com (instead of 
    > having to
    > remember support.example.com). The messages should be forwarded to
    > support.example.com and all correspondence should go back to the 
    > requestor
    > as though it came from example.com, not support.example.com. This is
    > possible, right? It must be.
    
    It is. I'm doing it. Just have the mail server at example.com forward 
    off your help address at support.example.com, and it "just works".
    Anthony
    
    
    
    From cubic at acronis.ru  Tue Dec 16 06:52:58 2003
    From: cubic at acronis.ru (Ruslan U. Zakirov)
    Date: Tue, 16 Dec 2003 14:52:58 +0300
    Subject: [rt-users] Custom Ticket Creation Form
    In-Reply-To: <20031215115922.34cdb331.ah3@mlz.us>
    References: <20031215115922.34cdb331.ah3@mlz.us>
    Message-ID: <3FDEF21A.6010103@acronis.ru>
    
    Andy Harrison wrote:
    >  I've created a custom form for ticket creation in a specific queue.  I wanted some specific information to be displayed and some related instructions, that sort of thing.  What I'd like is to make a link indicating "Description of Choices" which pops up a window displaying all of the clicked Custom Field's values and the description text of each possible value.  Could anyone help?
    > 
    >  I have not reinvented the wheel entirely, I used the original index.html and simply renamed it and put the modified version in the local directory tree, as well as modified versions of the EditCustomField and EditCustomFields elements.  Then I added a new section in the main menu sidebar to access it.  So all of the RT modules are available to my new form, I'm just not sure how to do it.
    > 
    >  John Schubert gave me a suggestion to use the alt= param, but that doesn't work well for me.
    > 
    >  I've added the following lines to the EditCustomFields element file:
    > 
    >          
    > 
    >          [ Description of Choices ]
    You can send arguments to your script 'Systems-Descriptions.html' with http GET method: Description of Choices > > > > Problem is, I'm not sure how to pass the current queue and such to that page. > > This doesn't even come close to working: > > Systems-Descriptions.html: > > % print ":::", %ARGS, ":::\n"; > >


    >    
    >          
    >    %#    print Dumper( $CustomField->Values() );
    >    %     my $CustomFieldValues = $CustomField->Values();
    >    %     while ( my $value = $CustomFieldValues->Next ) {
    >    %         #print Dumper( $value->values->description );
    >    %         print $value->{'values'}->{'description'},    %     }
    >           ">
    >    %#       

    > > > % > <%INIT> > my $QueueObj = new RT::Queue($session{'CurrentUser'}); > $QueueObj->Load($Queue) || Abort(loc("Queue could not be loaded.")); > my $CustomField = $QueueObj->CustomFields(); $QueueObj->CustomFields(); return collection of CustomField instances not one CustomField. Try next code: % my $CFs = $QueueObj->CustomFields(); % while (my $CF = $CFs->Next) { % my $CFVs = $CF->Values();
    CustomField: <% $CF->Name %>(<% $CF->Type %>)

    Description: <% $CF->Description %>

    Values:

    % while ( my $CFV = $CFVs->Next ) {
          Value: <% $CFV->Name %>

          Descr: <% $CFV->Description %>

    % } % } > > > <%ARGS> > $DependsOn => undef > $DependedOnBy => undef > $MemberOf => undef > $QuoteTransaction => undef You don't need this ARGS. > $Queue => 35 You need only this ARG. This(ARGS) section is described in Mason doc and allow magicaly bind request arguments to perl variables. So now you can use $Queue or $ARGS{'Queue'} in your code. And pass them via URI: .../xxx.html?Queue=20 > > > This yields: > > error: Can't locate object method "Values" via package "RT::CustomFields" at /usr/local/rt3/local/html/Systems-Descriptions.html line 7. RT::CustomFields class realy don't have method Values. > > context: > ... > 3:


    	
    >  4: 		
    >  5: 		
    >  6: 	%# print Dumper( $CustomField->Values() );	
    >  7: 	% my $CustomFieldValues = $CustomField->Values();	
    >  8: 	% while ( my $value = $CustomFieldValues->Next ) {	
    >  9: 	% #print Dumper( $value->values->description );	
    >  10: 	% print $value->{'values'}->{'description'},  11: 	% }	
    >  ... 		
    >  code stack: 	/usr/local/rt3/local/html/Systems-Descriptions.html:7
    >  /usr/local/rt3/share/html/autohandler:182
    > 
    
    
    
    From koos at kzdoos.xs4all.nl  Tue Dec 16 07:29:06 2003
    From: koos at kzdoos.xs4all.nl (Koos van den Hout)
    Date: Tue, 16 Dec 2003 13:29:06 +0100
    Subject: [rt-users] Showing ticket history/content in a template
    Message-ID: <20031216122905.GA25270@kzdoos.xs4all.nl>
    
    
    Hi all,
    
    after succesfully introducing RT, there are some people left who do not
    want to check a website constantly to see if there is work for them.
    
    So I created a template 'Assigned' with content:
    
    ----------------------------------------------------------------------
    RT-Attach-Message: yes
    
    Ticket [{$rtname} #{$Ticket->id()}] was given to you by
    {$Ticket->LastUpdatedByObj->Name}.
    
    The ticket has subject: {$Ticket->Subject}
    
     Ticket id} >
    
    ----------------------------------------------------------------------
    
    And a scrip which goes:
    
    "	Notify of ownership assign
    On Owner Change Notify Owner with template Assigned
    "
    
    Which works. But they *still* don't want to look at the website, so they
    would like to have the ticket history in that mail.
    
    Is this possible? I tried several ways but couldn't get a grasp on the
    exact possibilities.
    
                                                   Koos
    
    -- 
    Koos van den Hout,           PGP keyid RSA/1024 0xCA845CB5 via keyservers
    koos at kzdoos.xs4all.nl        or DSS/1024 0xF0D7C263                        -?)
    Fax +31-30-2817051              Visit the site about books with reviews    /\\
    http://idefix.net/~koos/                http://www.virtualbookcase.com/   _\_V
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    From koos at kzdoos.xs4all.nl  Tue Dec 16 07:48:25 2003
    From: koos at kzdoos.xs4all.nl (Koos van den Hout)
    Date: Tue, 16 Dec 2003 13:48:25 +0100
    Subject: [rt-users] Showing ticket history/content in a template
    In-Reply-To: <20031216122905.GA25270@kzdoos.xs4all.nl>
    References: <20031216122905.GA25270@kzdoos.xs4all.nl>
    Message-ID: <20031216124825.GB25270@kzdoos.xs4all.nl>
    
    Quoting Koos van den Hout who wrote on Tue, Dec 16, 2003 at 01:29:06PM +0100:
    
    > Which works. But they *still* don't want to look at the website, so they
    > would like to have the ticket history in that mail.
    > 
    > Is this possible? I tried several ways but couldn't get a grasp on the
    > exact possibilities.
    
    Note to self: first read mailing list, then write. The message with Subject
    'Ticket Body in Email' by Stefan Seiz helped me fine.
    
                                                        Koos
    
    -- 
    Koos van den Hout,           PGP keyid RSA/1024 0xCA845CB5 via keyservers
    koos at kzdoos.xs4all.nl        or DSS/1024 0xF0D7C263                        -?)
    Fax +31-30-2817051              Visit the site about books with reviews    /\\
    http://idefix.net/~koos/                http://www.virtualbookcase.com/   _\_V
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    From tim_wilson at hopkins.k12.mn.us  Tue Dec 16 08:39:37 2003
    From: tim_wilson at hopkins.k12.mn.us (Tim Wilson)
    Date: Tue, 16 Dec 2003 07:39:37 -0600
    Subject: [rt-users] RT config with Postfix and mail forwarding
    In-Reply-To: 
    Message-ID: 
    
    On 12/16/03 5:20 AM, "Anthony Sorace"  wrote:
    
    > On Dec 16, 2003, at 7:34 AM, Tim Wilson wrote:
    > 
    >> We've got RT set up on support.example.com. In the interest of
    >> simplicity
    >> we'd like our users to send emails to help at example.com (instead of
    >> having to
    >> remember support.example.com). The messages should be forwarded to
    >> support.example.com and all correspondence should go back to the
    >> requestor
    >> as though it came from example.com, not support.example.com. This is
    >> possible, right? It must be.
    > 
    > It is. I'm doing it. Just have the mail server at example.com forward
    > off your help address at support.example.com, and it "just works".
    
    I can get the emails into RT just fine. The forwarding works. The thing I'm
    having trouble with is getting emails *from* RT to work and appear as though
    they came from example.com. Any ideas there?
    
    -Tim
    
    -- 
    Timothy Wilson
    Technology Integration Specialist
    Hopkins ISD #270, Hopkins, MN, USA
    ph: 952.988.4103  fax: 952.988.4311  AIM: tis270
    
    
    
    From gmainwaring at dynogen.com  Tue Dec 16 10:17:27 2003
    From: gmainwaring at dynogen.com (Graham Mainwaring)
    Date: Tue, 16 Dec 2003 10:17:27 -0500
    Subject: [rt-users] Disabling commenting for a queue?
    Message-ID: <313E277796D49A40997E88F6142C30B6166358@olympus.dynogen.com>
    
    Suppose you had a queue that was politically sensitive and required full
    transparency - i.e. there are to be no private comments by ticket
    owners/watchers, and all discussion is to be mailed back to the
    requestor. How would you do this?
     
    My naive idea was to take away comment privileges for the queue.
    However, if you have the "Modify Ticket" privilege then you can comment
    on it, and if I take away "Modify Ticket" then you won't be able to do
    otherwise useful things like report time worked or merge duplicate
    tickets.
     
    Any suggestions?
     
    -Graham
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    From joela at umn.edu  Tue Dec 16 10:18:58 2003
    From: joela at umn.edu (Joel Peter Anderson)
    Date: Tue, 16 Dec 2003 09:18:58 -0600
    Subject: [rt-users] Hm - how to "steal" with the CLI?
    In-Reply-To: 
    References: 
    Message-ID: 
    
    
    I'm having some luck rebuilding my cli scripts with RT3 - still waiting
    for the ability to "see" the history/text.  But I don't see a way to
    "steal" a  ticket from the CLI.  I can "give" and "take" a ticket, but
    once it has an owner I'm not permitted to reassign the ticket to me (or
    anyone).  Any tips?
    
    -------------------------------------------------
     joel anderson * joela at umn.edu * 612-625-7389
                          --> pager: 612-648-6823
        http://www.vaccineinformation.org
    	        vaccines save lives
    
    
    From rt at mas.ml1.net  Tue Dec 16 10:51:08 2003
    From: rt at mas.ml1.net (MAS)
    Date: Tue, 16 Dec 2003 15:51:08 +0000
    Subject: [rt-users] Disabling commenting for a queue?
    In-Reply-To: <313E277796D49A40997E88F6142C30B6166358@olympus.dynogen.com>
    References: <313E277796D49A40997E88F6142C30B6166358@olympus.dynogen.com>
    Message-ID: <11289849.1071589867@[192.168.0.235]>
    
    --On 16 December 2003 10:17 -0500 Graham Mainwaring
     wrote:
    
    > Suppose you had a queue that was politically sensitive and required
    > full transparency - i.e. there are to be no private comments by ticket
    > owners/watchers, and all discussion is to be mailed back to the
    > requestor. How would you do this? 
    
    Probably just a matter of configuring the appropriate Scrips and
    ScripActions...
    
    For full transparency you'd probably want to create a new ScripAction
    entry called "Notify All" in the db table with ExecModule=Notify and
    Argument=All (or All,Owner,OtherRecipients; I don't know without looking
    at the code whether passing All to Notify.pm sends mail to everyone or
    just Requestors, Ccs and AdminCcs).
    
    Then you can use that entry to create two new Scrips:
    
    On Comment Notify All with template XXXX
    On Correspond Notify All with template XXXX
    
    You'd still be able to "Comment" on the tickets in this queue, but
    everyone would get a copy of the comments.
    
    Of course, there may be a better way... :)
    
    mike
    
    
    
    From george at alink.co.za  Tue Dec 16 10:59:18 2003
    From: george at alink.co.za (George Barnett)
    Date: Tue, 16 Dec 2003 15:59:18 +0000
    Subject: [rt-users] canned responses
    Message-ID: <3FDF2BD6.5050108@alink.co.za>
    
    Hi,
    
    Do anybody have any code to do canned standard responses in rt3?
    
    I've seen javascript floating around for RT2, but I lost the link.
    
    Any assistance appreciated,
    
    Thanks,
    
    
    -- 
    
    George Barnett, Scsa
    Reality Engineer
    
    eml: george at alink.co.za
    gsm: +44 778 884 7205
    www: www.alink.co.za
    
    
    quartic (n): fourth degree.  e.g., "My parents gave me the quartic for
    	coming home late."
    				-- Tom Hunter, Swarthmore math professor
    
    
    From seph at directionless.org  Tue Dec 16 10:56:37 2003
    From: seph at directionless.org (seph)
    Date: Tue, 16 Dec 2003 10:56:37 -0500
    Subject: [rt-users] Re: RT config with Postfix and mail forwarding
    In-Reply-To:  (Tim Wilson's
    	message of "Tue, 16 Dec 2003 07:39:37 -0600")
    References: 
    Message-ID: 
    
    > I can get the emails into RT just fine. The forwarding works. The thing I'm
    > having trouble with is getting emails *from* RT to work and appear as though
    > they came from example.com. Any ideas there?
    
    your initial mail was *very* unclear.
    
    RT has settings for what it should use as the mail address when
    sending mail. Both a global default, and a per queue setting. I
    thought they were mentioned in the docs.
    
    seph
    
    
    From rt at anothy.9srv.net  Tue Dec 16 11:00:51 2003
    From: rt at anothy.9srv.net (Anthony Sorace)
    Date: Tue, 16 Dec 2003 16:00:51 +0000
    Subject: [rt-users] RT config with Postfix and mail forwarding
    In-Reply-To: 
    References: 
    Message-ID: <055A1F8C-2FE1-11D8-910D-000A95DA79F6@anothy.9srv.net>
    
    > I can get the emails into RT just fine. The forwarding works. The 
    > thing I'm
    > having trouble with is getting emails *from* RT to work and appear as 
    > though
    > they came from example.com. Any ideas there?
    
    isn't this just a question of setting CorrespondAddress and 
    CommentAddress (and related things like the RTAddressRegexp) in 
    RT_Siteconfig.pm? if you've got existing queues, you might have to 
    change the comment and correspond addresses there if you've set them. i 
    don't recall doing anything unusual to make this go.
    
    
    some guy from jersey.
    ?
    
    
    
    From seph at directionless.org  Tue Dec 16 11:03:57 2003
    From: seph at directionless.org (seph)
    Date: Tue, 16 Dec 2003 11:03:57 -0500
    Subject: [rt-users] Re: Disabling commenting for a queue?
    In-Reply-To: <11289849.1071589867@[192.168.0.235]> (rt@mas.ml1.net's message
    	of "Tue, 16 Dec 2003 15:51:08 +0000")
    References: <313E277796D49A40997E88F6142C30B6166358@olympus.dynogen.com>
    	<11289849.1071589867@[192.168.0.235]>
    Message-ID: 
    
    >> Suppose you had a queue that was politically sensitive and required
    >> full transparency - i.e. there are to be no private comments by ticket
    >> owners/watchers, and all discussion is to be mailed back to the
    >> requestor. How would you do this? 
    >
    > You'd still be able to "Comment" on the tickets in this queue, but
    > everyone would get a copy of the comments.
    
    yeah, I'd just frob the permissions. If you can't prevent people from
    making comments (might be an RT bug) you can make them behave the same
    as correspondence.
    
    seph
    
    
    From murple at murple.net  Tue Dec 16 11:04:31 2003
    From: murple at murple.net (Craig Schenk)
    Date: Tue, 16 Dec 2003 11:04:31 -0500 (EST)
    Subject: [rt-users] RE: Cc broken in 3.0.6
    In-Reply-To: <3FDEB844.20309@acronis.ru>
    Message-ID: 
    
    > *IF* you look in Configuration->Global->Scrips or in 
    > Configuration->Queues->Your Queue->Scrips then you'll find there default 
    > set of scrips with nice descriptions.
    
    These are the global scrips set right now. This RT server is unmodified from a
    production server other than to add some users and modify the RT_SiteConfig.pm
    file. I have not changed any scrips. These are enabled globally:
    
    On Correspond Open Tickets with template Blank
    On Create Autoreply To Requestors with template Autoreply
    On Create Notify AdminCcs with template Transaction
    On Correspond Notify AdminCcs with template Admin Correspondence
    On Correspond Notify Requestors and Ccs with template Correspondence
    On Correspond Notify Other Recipients with template Correspondence
    On Comment Notify AdminCcs as Comment with template Admin Comment
    On Comment Notify Other Recipients as Comment with template Correspondence
    On Resolve Notify Requestors with template Resolved
    
    There is a scrip globally enabled that says it will notify requestors and Ccs,
    at least based on the way I read "On Correspond Notify Requestors and Ccs with
    template Correspondence"... but only requestors get the email when there is a
    response to a ticket.
    
    > May be I've missed something do you have Cc'ers for those Tickets in 
    > WebUI on Ticket's people page?
    
    Yes. It stores and displays the Cc field right, but does not send email when a
    ticket is replied to.
    
    And just in case I configured something wrong, this is whats in my
    RT_SiteConfig.pm file:
    
    Set($rtname , "rt.office.com");
    Set($Organization , "rt.office.com");
    Set($OwnerEmail , 'CraigSchenk1\@office.com');
    Set($ParseNewMessageForTicketCcs , 1);
    Set($RTAddressRegexp , '^rt\@rt.office.com$');
    Set($WebPath , "/rt");
    Set($WebBaseURL , "http://rt.office.com");
    Set($WebURL , "http://rt.office.com/rt/");
    Set($WebImagesURL , "http://rt.office.com/rt/NoAuth/images/");
    Set($LogoURL , $WebImagesURL . "rt.jpg");
    Set($TrustHTMLAttachments , undef);
    Set($CorrespondAddress , 'rt\@rt.office.com');
    Set($CommentAddress , 'rt-comment\@rt.office.com');
    1;
    
    
    
    
    
    From hwagener at hamburg.fcb.com  Tue Dec 16 11:06:43 2003
    From: hwagener at hamburg.fcb.com (Harald Wagener)
    Date: Tue, 16 Dec 2003 17:06:43 +0100
    Subject: [rt-users] canned responses
    In-Reply-To: <3FDF2BD6.5050108@alink.co.za>
    References: <3FDF2BD6.5050108@alink.co.za>
    Message-ID: 
    
    -----BEGIN PGP SIGNED MESSAGE-----
    Hash: SHA1
    
    
    Am 16.12.2003 um 16:59 schrieb George Barnett:
    
    > Hi,
    >
    > Do anybody have any code to do canned standard responses in rt3?
    >
    > I've seen javascript floating around for RT2, but I lost the link.
    >
    > Any assistance appreciated,
    >
    > Thanks,
    >
    >
    
    I guess You could use RTFM for this nowadays. It allows You to collect 
    articles by topic, which You can include in a correspondence to an open 
    ticket.
    
    Regards,
         Harald Wagener
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    =QDDE
    -----END PGP SIGNATURE-----
    
    
    
    From sean.perry at intransa.com  Tue Dec 16 11:09:20 2003
    From: sean.perry at intransa.com (Sean Perry)
    Date: Tue, 16 Dec 2003 08:09:20 -0800
    Subject: [rt-users] canned responses
    In-Reply-To: <3FDF2BD6.5050108@alink.co.za>
    References: <3FDF2BD6.5050108@alink.co.za>
    Message-ID: <3FDF2E30.5080501@intransa.com>
    
    George Barnett wrote:
    
    > Hi,
    > 
    > Do anybody have any code to do canned standard responses in rt3?
    > 
    > I've seen javascript floating around for RT2, but I lost the link.
    > 
    > Any assistance appreciated,
    > 
    > Thanks,
    > 
    > 
    
    look into RTFM (the project).
    
    
    
    
    From george at alink.co.za  Tue Dec 16 11:19:08 2003
    From: george at alink.co.za (George Barnett)
    Date: Tue, 16 Dec 2003 16:19:08 +0000
    Subject: [rt-users] canned responses
    In-Reply-To: 
    References: <3FDF2BD6.5050108@alink.co.za>
    	
    Message-ID: <3FDF307C.8080900@alink.co.za>
    
    Harald Wagener wrote:
    
    >> Do anybody have any code to do canned standard responses in rt3?
    >>
    >> I've seen javascript floating around for RT2, but I lost the link.
    >>
    >> Any assistance appreciated,
    >>
    >> Thanks,
    >>
    >>
    > 
    > I guess You could use RTFM for this nowadays. It allows You to collect 
    > articles by topic, which You can include in a correspondence to an open 
    > ticket.
    > 
    > Regards,
    >     Harald Wagener
    
    Not really what I'm looking for though - our customers dont have access 
    to the RT interface - it's internal only.
    
    I'm looking for something more like a dropdown with a list of responses 
    so if a support agent adds say MX records to a domain they can have a 
    pre-formatted and ready to go "thanks for mailing us, we've added your 
    domain records, regards, support".
    
    Cheers,
    
    
    -- 
    
    George Barnett, Scsa
    Reality Engineer
    
    eml: george at alink.co.za
    gsm: +44 778 884 7205
    www: www.alink.co.za
    
    
    When I was younger, I could remember anything, whether it had happened
    or not; but my faculties are decaying now and soon I shall be so I
    cannot remember any but the things that never happened.  It is sad to
    go to pieces like this but we all have to do it.
    		-- Mark Twain
    
    
    From ravu_730 at yahoo.com  Tue Dec 16 11:16:40 2003
    From: ravu_730 at yahoo.com (pratha ravu)
    Date: Tue, 16 Dec 2003 08:16:40 -0800 (PST)
    Subject: [rt-users] ticket# change
    Message-ID: <20031216161640.33239.qmail@web41312.mail.yahoo.com>
    
    Hi All,
     It would be great if some could let know how to
    change the ticket numbers starting number. Currently i
    hvae the tickets starting from 100 and want to alter
    the tables table in the database so that it starts at
    1000000.The problem i am having is that, when i
    connect to mysql server iam unable to connect to the
    correct database to update/alter the table determining
    the ticket number.It would be great if someone could
    help me with this. I have never worked on mysql
    before.
    Thank you
    ajay
    
    __________________________________
    Do you Yahoo!?
    New Yahoo! Photos - easier uploading and sharing.
    http://photos.yahoo.com/
    
    
    From Samuel.Senoner at eurac.edu  Tue Dec 16 11:21:51 2003
    From: Samuel.Senoner at eurac.edu (Senoner Samuel)
    Date: Tue, 16 Dec 2003 17:21:51 +0100
    Subject: [rt-users] Re: Disabling commenting for a queue?
    Message-ID: <8ABC35686C73554691F3481C4023BE5EF17F7C@abz01be.eurac.edu>
    
    It's not a bug, modify right includes reply and comment rights.........
    But DeleteTicket has been removed strangely, there was a patch....... 
    
    Samuel
    
    -----Original Message-----
    From: seph [mailto:seph at directionless.org] 
    Sent: Tuesday,16 December,2003 17:04
    To: RT Users
    Subject: [rt-users] Re: Disabling commenting for a queue?
    
    >> Suppose you had a queue that was politically sensitive and required 
    >> full transparency - i.e. there are to be no private comments by 
    >> ticket owners/watchers, and all discussion is to be mailed back to 
    >> the requestor. How would you do this?
    >
    > You'd still be able to "Comment" on the tickets in this queue, but 
    > everyone would get a copy of the comments.
    
    yeah, I'd just frob the permissions. If you can't prevent people from making comments (might be an RT bug) you can make them behave the same as correspondence.
    
    seph
    _______________________________________________
    rt-users mailing list
    rt-users at lists.fsck.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 Samuel.Senoner at eurac.edu  Tue Dec 16 11:25:18 2003
    From: Samuel.Senoner at eurac.edu (Senoner Samuel)
    Date: Tue, 16 Dec 2003 17:25:18 +0100
    Subject: [rt-users] RE: Cc broken in 3.0.6
    Message-ID: <8ABC35686C73554691F3481C4023BE5EF17F7D@abz01be.eurac.edu>
    
    Does the log file of rt show that it is sending the mail to the cc or des ist show that he didn't find any recipient?
    
    Samuel 
    
    -----Original Message-----
    From: Craig Schenk [mailto:murple at murple.net] 
    Sent: Tuesday,16 December,2003 17:05
    To: Ruslan U. Zakirov
    Cc: rt-users at lists.fsck.com
    Subject: Re: [rt-users] RE: Cc broken in 3.0.6
    
    > *IF* you look in Configuration->Global->Scrips or in
    > Configuration->Queues->Your Queue->Scrips then you'll find there 
    > Configuration->Queues->default
    > set of scrips with nice descriptions.
    
    These are the global scrips set right now. This RT server is unmodified from a production server other than to add some users and modify the RT_SiteConfig.pm file. I have not changed any scrips. These are enabled globally:
    
    On Correspond Open Tickets with template Blank On Create Autoreply To Requestors with template Autoreply On Create Notify AdminCcs with template Transaction On Correspond Notify AdminCcs with template Admin Correspondence On Correspond Notify Requestors and Ccs with template Correspondence On Correspond Notify Other Recipients with template Correspondence On Comment Notify AdminCcs as Comment with template Admin Comment On Comment Notify Other Recipients as Comment with template Correspondence On Resolve Notify Requestors with template Resolved
    
    There is a scrip globally enabled that says it will notify requestors and Ccs, at least based on the way I read "On Correspond Notify Requestors and Ccs with template Correspondence"... but only requestors get the email when there is a response to a ticket.
    
    > May be I've missed something do you have Cc'ers for those Tickets in 
    > WebUI on Ticket's people page?
    
    Yes. It stores and displays the Cc field right, but does not send email when a ticket is replied to.
    
    And just in case I configured something wrong, this is whats in my RT_SiteConfig.pm file:
    
    Set($rtname , "rt.office.com");
    Set($Organization , "rt.office.com");
    Set($OwnerEmail , 'CraigSchenk1\@office.com'); Set($ParseNewMessageForTicketCcs , 1); Set($RTAddressRegexp , '^rt\@rt.office.com$'); Set($WebPath , "/rt"); Set($WebBaseURL , "http://rt.office.com"); Set($WebURL , "http://rt.office.com/rt/"); Set($WebImagesURL , "http://rt.office.com/rt/NoAuth/images/");
    Set($LogoURL , $WebImagesURL . "rt.jpg"); Set($TrustHTMLAttachments , undef); Set($CorrespondAddress , 'rt\@rt.office.com'); Set($CommentAddress , 'rt-comment\@rt.office.com'); 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  Tue Dec 16 11:30:44 2003
    From: sean.perry at intransa.com (Sean Perry)
    Date: Tue, 16 Dec 2003 08:30:44 -0800
    Subject: [rt-users] canned responses
    In-Reply-To: <3FDF307C.8080900@alink.co.za>
    References: <3FDF2BD6.5050108@alink.co.za>	
    	<3FDF307C.8080900@alink.co.za>
    Message-ID: <3FDF3334.4040208@intransa.com>
    
    > 
    > Not really what I'm looking for though - our customers dont have access 
    > to the RT interface - it's internal only.
    > 
    > I'm looking for something more like a dropdown with a list of responses 
    > so if a support agent adds say MX records to a domain they can have a 
    > pre-formatted and ready to go "thanks for mailing us, we've added your 
    > domain records, regards, support".
    > 
    > Cheers,
    > 
    > 
    
    eh?  The person responding to the ticket can include the RTFM 
    information in the ticket, no access to RT is needed.  RTFM justs gives 
    you a way to organize it.
    
    
    
    
    From ADBecker at chmortgage.com  Tue Dec 16 11:36:21 2003
    From: ADBecker at chmortgage.com (Andrew D Becker/Continental Homes)
    Date: Tue, 16 Dec 2003 09:36:21 -0700
    Subject: [rt-users] rt-mailgate and sendmail
    Message-ID: 
    
    
    
    
    
    Any help with this will be greatly appreciated. I'm new to RT but familiar
    with linux.
    
    This is what I get when trying to
    
    An Error Occurred
    =================
    
    404 Not Found
    "|/opt/rt3/bin/rt-mailgate --queue general --action comment --url
    http://localhost/"... Deferred: prog mailer (/bin/sh) exited with
    EX_TEMPFAIL
    Warning: message still undelivered after 4 hours
    
    I've also tried using smrsh with the same results.
    
    Thanks,
    -- Andy
    
    
    
    
    From murple at murple.net  Tue Dec 16 11:35:50 2003
    From: murple at murple.net (Craig Schenk)
    Date: Tue, 16 Dec 2003 11:35:50 -0500 (EST)
    Subject: [rt-users] RE: Cc broken in 3.0.6
    In-Reply-To: <8ABC35686C73554691F3481C4023BE5EF17F7D@abz01be.eurac.edu>
    Message-ID: 
    
    The /opt/rt3/var/log directory contains nothing... no logfile at all. It was
    owned by root & group bin, per the default install. I tried making it owned by
    the web server & group rt, even making it world writable, and nothing's
    getting written still. Is logging not enabled by default, or am I looking in
    the wrong place?
    
    
    
    On 16-Dec-2003 Senoner Samuel wrote:
    > Does the log file of rt show that it is sending the mail to the cc or des
    > ist show that he didn't find any recipient?
    > 
    > Samuel 
    > 
    > -----Original Message-----
    > From: Craig Schenk [mailto:murple at murple.net] 
    > Sent: Tuesday,16 December,2003 17:05
    > To: Ruslan U. Zakirov
    > Cc: rt-users at lists.fsck.com
    > Subject: Re: [rt-users] RE: Cc broken in 3.0.6
    > 
    >> *IF* you look in Configuration->Global->Scrips or in
    >> Configuration->Queues->Your Queue->Scrips then you'll find there 
    >> Configuration->Queues->default
    >> set of scrips with nice descriptions.
    > 
    > These are the global scrips set right now. This RT server is unmodified from
    > a production server other than to add some users and modify the
    > RT_SiteConfig.pm file. I have not changed any scrips. These are enabled
    > globally:
    > 
    > On Correspond Open Tickets with template Blank On Create Autoreply To
    > Requestors with template Autoreply On Create Notify AdminCcs with template
    > Transaction On Correspond Notify AdminCcs with template Admin Correspondence
    > On Correspond Notify Requestors and Ccs with template Correspondence On
    > Correspond Notify Other Recipients with template Correspondence On Comment
    > Notify AdminCcs as Comment with template Admin Comment On Comment Notify
    > Other Recipients as Comment with template Correspondence On Resolve Notify
    > Requestors with template Resolved
    > 
    > There is a scrip globally enabled that says it will notify requestors and
    > Ccs, at least based on the way I read "On Correspond Notify Requestors and
    > Ccs with template Correspondence"... but only requestors get the email when
    > there is a response to a ticket.
    > 
    >> May be I've missed something do you have Cc'ers for those Tickets in 
    >> WebUI on Ticket's people page?
    > 
    > Yes. It stores and displays the Cc field right, but does not send email when
    > a ticket is replied to.
    > 
    > And just in case I configured something wrong, this is whats in my
    > RT_SiteConfig.pm file:
    > 
    > Set($rtname , "rt.office.com");
    > Set($Organization , "rt.office.com");
    > Set($OwnerEmail , 'CraigSchenk1\@office.com');
    > Set($ParseNewMessageForTicketCcs , 1); Set($RTAddressRegexp ,
    > '^rt\@rt.office.com$'); Set($WebPath , "/rt"); Set($WebBaseURL ,
    > "http://rt.office.com"); Set($WebURL , "http://rt.office.com/rt/");
    > Set($WebImagesURL , "http://rt.office.com/rt/NoAuth/images/");
    > Set($LogoURL , $WebImagesURL . "rt.jpg"); Set($TrustHTMLAttachments ,
    > undef); Set($CorrespondAddress , 'rt\@rt.office.com'); Set($CommentAddress ,
    > 'rt-comment\@rt.office.com'); 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 cubic at acronis.ru  Tue Dec 16 11:37:39 2003
    From: cubic at acronis.ru (Ruslan U. Zakirov)
    Date: Tue, 16 Dec 2003 19:37:39 +0300
    Subject: [rt-users] rt-mailgate and sendmail
    In-Reply-To: 
    References: 
    Message-ID: <3FDF34D3.30701@acronis.ru>
    
    Andrew D Becker/Continental Homes wrote:
    > 
    > 
    > 
    > Any help with this will be greatly appreciated. I'm new to RT but familiar
    > with linux.
    > 
    > This is what I get when trying to
    > 
    > An Error Occurred
    > =================
    > 
    > 404 Not Found
    > "|/opt/rt3/bin/rt-mailgate --queue general --action comment --url
    > http://localhost/"... Deferred: prog mailer (/bin/sh) exited with
    > EX_TEMPFAIL
    > Warning: message still undelivered after 4 hours
    > 
    > I've also tried using smrsh with the same results.
    > 
    > Thanks,
    > -- Andy
    
    Use debug option, something like this:
    cat xxxxx.eml |/opt/rt3/bin/rt-mailgate --queue general --action comment 
    --url http://localhost/ --debug
    
    
    
    From chris.belay at sasktel.sk.ca  Tue Dec 16 11:35:24 2003
    From: chris.belay at sasktel.sk.ca (Chris Belay)
    Date: Tue, 16 Dec 2003 10:35:24 -0600
    Subject: [rt-users] Watchers for queues didn't transfer
    Message-ID: <00da01c3c3f2$9b2e2360$cc5ca48e@stholdco.com>
    
    Hey There,
    
    I'm working on a project that involves upgrading from RT 2.0 to RT 3.0.
    Moving everything from one system to the other.  I used the rt-2.0-to-rt-3.0
    scripts and everything seemed to go fine EXCEPT the watchers for the queues
    never transfered over.  Am I missing something, or are they not supposed to
    get transfered?  If anyone can provide some insight that would be great,
    thanks in advance.
    
    Chris Belay
    MIS Technical Assistant
    777-5264
    
    
    
    From cubic at acronis.ru  Tue Dec 16 11:39:42 2003
    From: cubic at acronis.ru (Ruslan U. Zakirov)
    Date: Tue, 16 Dec 2003 19:39:42 +0300
    Subject: [rt-users] RE: Cc broken in 3.0.6
    In-Reply-To: 
    References: 
    Message-ID: <3FDF354E.80409@acronis.ru>
    
    Craig Schenk wrote:
    > The /opt/rt3/var/log directory contains nothing... no logfile at all. It was
    > owned by root & group bin, per the default install. I tried making it owned by
    > the web server & group rt, even making it world writable, and nothing's
    > getting written still.
    
    > Is logging not enabled by default, or am I looking in
    > the wrong place?
    Yes, not enabled to file, but enable through SysLog.
    But I think you should try LogToFile(in RT config) with 'debug' level.
    > 
    > 
    > 
    > On 16-Dec-2003 Senoner Samuel wrote:
    > 
    >>Does the log file of rt show that it is sending the mail to the cc or des
    >>ist show that he didn't find any recipient?
    >>
    >>Samuel 
    >>
    >>-----Original Message-----
    >>From: Craig Schenk [mailto:murple at murple.net] 
    >>Sent: Tuesday,16 December,2003 17:05
    >>To: Ruslan U. Zakirov
    >>Cc: rt-users at lists.fsck.com
    >>Subject: Re: [rt-users] RE: Cc broken in 3.0.6
    >>
    >>
    >>>*IF* you look in Configuration->Global->Scrips or in
    >>>Configuration->Queues->Your Queue->Scrips then you'll find there 
    >>>Configuration->Queues->default
    >>>set of scrips with nice descriptions.
    >>
    >>These are the global scrips set right now. This RT server is unmodified from
    >>a production server other than to add some users and modify the
    >>RT_SiteConfig.pm file. I have not changed any scrips. These are enabled
    >>globally:
    >>
    >>On Correspond Open Tickets with template Blank On Create Autoreply To
    >>Requestors with template Autoreply On Create Notify AdminCcs with template
    >>Transaction On Correspond Notify AdminCcs with template Admin Correspondence
    >>On Correspond Notify Requestors and Ccs with template Correspondence On
    >>Correspond Notify Other Recipients with template Correspondence On Comment
    >>Notify AdminCcs as Comment with template Admin Comment On Comment Notify
    >>Other Recipients as Comment with template Correspondence On Resolve Notify
    >>Requestors with template Resolved
    >>
    >>There is a scrip globally enabled that says it will notify requestors and
    >>Ccs, at least based on the way I read "On Correspond Notify Requestors and
    >>Ccs with template Correspondence"... but only requestors get the email when
    >>there is a response to a ticket.
    >>
    >>
    >>>May be I've missed something do you have Cc'ers for those Tickets in 
    >>>WebUI on Ticket's people page?
    >>
    >>Yes. It stores and displays the Cc field right, but does not send email when
    >>a ticket is replied to.
    >>
    >>And just in case I configured something wrong, this is whats in my
    >>RT_SiteConfig.pm file:
    >>
    >>Set($rtname , "rt.office.com");
    >>Set($Organization , "rt.office.com");
    >>Set($OwnerEmail , 'CraigSchenk1\@office.com');
    >>Set($ParseNewMessageForTicketCcs , 1); Set($RTAddressRegexp ,
    >>'^rt\@rt.office.com$'); Set($WebPath , "/rt"); Set($WebBaseURL ,
    >>"http://rt.office.com"); Set($WebURL , "http://rt.office.com/rt/");
    >>Set($WebImagesURL , "http://rt.office.com/rt/NoAuth/images/");
    >>Set($LogoURL , $WebImagesURL . "rt.jpg"); Set($TrustHTMLAttachments ,
    >>undef); Set($CorrespondAddress , 'rt\@rt.office.com'); Set($CommentAddress ,
    >>'rt-comment\@rt.office.com'); 1;
    
    
    
    
    From murple at murple.net  Tue Dec 16 11:46:35 2003
    From: murple at murple.net (Craig Schenk)
    Date: Tue, 16 Dec 2003 11:46:35 -0500 (EST)
    Subject: [rt-users] RE: Cc broken in 3.0.6
    In-Reply-To: <3FDF354E.80409@acronis.ru>
    Message-ID: 
    
    > Yes, not enabled to file, but enable through SysLog.
    > But I think you should try LogToFile(in RT config) with 'debug' level.
    
    Now, mysteriously, it works. I looked in /var/log/messages to see if there was
    anything useful. I'd checked it before and it was not showing any mail logs
    for the Cc addresses... this time, it was there. I got both test messages I
    just sent to the Cc by replying to a ticket.
    
    The *only* thing I've changed since reporting this bug was to change the
    permissions on the /opt/rt3/var/log directory to world writable, which should
    not affect this. I have no idea why it works now or why it was not working
    before, but it is working now.
    
    I'd be glad to try helping to debug if theres any way to do that which you can
    think of, otherwise I guess we should just be happy it now works.
    
    
    From js138 at eng.cam.ac.uk  Tue Dec 16 11:46:29 2003
    From: js138 at eng.cam.ac.uk (J. Sloan)
    Date: Tue, 16 Dec 2003 16:46:29 +0000 (GMT)
    Subject: [rt-users] Watchers for queues didn't transfer
    In-Reply-To: <00da01c3c3f2$9b2e2360$cc5ca48e@stholdco.com>
    References: <00da01c3c3f2$9b2e2360$cc5ca48e@stholdco.com>
    Message-ID: 
    
    On Tue, 16 Dec 2003, Chris Belay wrote:
    
    > Hey There,
    >
    > I'm working on a project that involves upgrading from RT 2.0 to RT 3.0.
    > Moving everything from one system to the other.  I used the rt-2.0-to-rt-3.0
    > scripts and everything seemed to go fine EXCEPT the watchers for the queues
    > never transfered over.  Am I missing something, or are they not supposed to
    > get transfered?  If anyone can provide some insight that would be great,
    > thanks in advance.
    
    Which version of the transfer script are you using?  This was a bug in one
    of the earlier versions, which was fixed.
    
    John
    
    
    From dlubowa at africaonline.co.ug  Tue Dec 16 12:15:57 2003
    From: dlubowa at africaonline.co.ug (David Ziggy Lubowa)
    Date: Tue, 16 Dec 2003 20:15:57 +0300
    Subject: [rt-users] Makefile
    Message-ID: 
    
    
    could someone please send me a Makefile which is in production, for RT2 
    i would highly appreciate this.
    
    
    
    
    Cheers
    
    David Ziggy Lubowa 
    Customer Support Engineer
    Africa Online ( U ) 
    
    ---
    Outgoing mail is certified Virus Free.
    Checked by AVG anti-virus system (http://www.grisoft.com).
    Version: 6.0.548 / Virus Database: 341 - Release Date: 12/5/2003
    
    
    
    From chris.belay at sasktel.sk.ca  Tue Dec 16 12:09:50 2003
    From: chris.belay at sasktel.sk.ca (Chris Belay)
    Date: Tue, 16 Dec 2003 11:09:50 -0600
    Subject: [rt-users] Watchers for queues didn't transfer
    References: <00da01c3c3f2$9b2e2360$cc5ca48e@stholdco.com>
    	
    Message-ID: <010f01c3c3f7$6aba0460$cc5ca48e@stholdco.com>
    
    I see the problem, I think.  The dumpfile script that I was using was
    version 1.20 while the dumpfile-to-rt-3.0 script I was using was the current
    version.  I'll try running the scripts again, the newer versions and see
    what comes of it.  Thank you for your quick response.
    
    Chris Belay
    MIS Technical Assistant
    777-5264
    ----- Original Message ----- 
    From: "J. Sloan" 
    To: "Chris Belay" 
    Cc: 
    Sent: Tuesday, December 16, 2003 10:46 AM
    Subject: Re: [rt-users] Watchers for queues didn't transfer
    
    
    > On Tue, 16 Dec 2003, Chris Belay wrote:
    >
    > > Hey There,
    > >
    > > I'm working on a project that involves upgrading from RT 2.0 to RT 3.0.
    > > Moving everything from one system to the other.  I used the
    rt-2.0-to-rt-3.0
    > > scripts and everything seemed to go fine EXCEPT the watchers for the
    queues
    > > never transfered over.  Am I missing something, or are they not supposed
    to
    > > get transfered?  If anyone can provide some insight that would be great,
    > > thanks in advance.
    >
    > Which version of the transfer script are you using?  This was a bug in one
    > of the earlier versions, which was fixed.
    >
    > John
    >
    
    
    
    From ah3 at mlz.us  Tue Dec 16 12:14:57 2003
    From: ah3 at mlz.us (Andy Harrison)
    Date: Tue, 16 Dec 2003 12:14:57 -0500
    Subject: [rt-users] Custom Ticket Creation Form
    In-Reply-To: <3FDEF21A.6010103@acronis.ru>
    References: <20031215115922.34cdb331.ah3@mlz.us> <3FDEF21A.6010103@acronis.ru>
    Message-ID: <20031216121457.155eb625.ah3@mlz.us>
    
    On Tue, 16 Dec 2003 14:52:58 +0300
    "Ruslan U. Zakirov"  wrote:
    
    > Andy Harrison wrote:
    
    > >          [  onClick="MM_openBrWindow('Systems-Descriptions.html','test','width=  
    > 300,height=300')">Description of Choices ]
    > You can send arguments to your script 'Systems-Descriptions.html' with Ok, I changed it to this: [ Description of Choices ] > Try next code: > % my $CFs = $QueueObj->CustomFields(); > <---- snip, your sample code -----> Using your example code I'm almost there. My only problem is that in the new page that I open up, the $CFV-Description is printed for every single CustomField in this queue. Here is the code that almost works. Systems-Description.html: % % # Added the $ARGS{'CustomField'} to see if it would just print from % # the clicked CustomField % my $CFs = $QueueObj->CustomFields($ARGS{'CustomField'}); % print $Queue, "\n"; % while (my $CF = $CFs->Next) { % my $CFVs = $CF->Values(); % % # This prints the correct Argument matching the customfield I % # clicked % while ( my $CFV = $CFVs->Next ) { % } % }
    ARG <%$ARGS{'CustomField'}%>
    Name:<% $CFV->Name %>
    Description:<% $CFV->Description %>
    <%INIT> my $QueueObj = new RT::Queue($session{'CurrentUser'}); $QueueObj->Load($Queue) || Abort (loc("Queue could not be loaded.")); <%ARGS> $Queue => 35 $CF => undef $CFV => undef -- Andy Harrison (full headers for details) From seph at directionless.org Tue Dec 16 13:01:06 2003 From: seph at directionless.org (seph) Date: Tue, 16 Dec 2003 13:01:06 -0500 Subject: [rt-users] Re: Makefile In-Reply-To: (David Ziggy Lubowa's message of "Tue, 16 Dec 2003 20:15:57 +0300") References: Message-ID: > could someone please send me a Makefile which is in production, for RT2 > i would highly appreciate this. I have no idea what you're asking. What are you trying to do? seph From seph at directionless.org Tue Dec 16 13:02:01 2003 From: seph at directionless.org (seph) Date: Tue, 16 Dec 2003 13:02:01 -0500 Subject: [rt-users] Re: ticket# change In-Reply-To: <20031216161640.33239.qmail@web41312.mail.yahoo.com> (pratha ravu's message of "Tue, 16 Dec 2003 08:16:40 -0800 (PST)") References: <20031216161640.33239.qmail@web41312.mail.yahoo.com> Message-ID: > It would be great if some could let know how to > change the ticket numbers starting number. Currently i > hvae the tickets starting from 100 and want to alter > the tables table in the database so that it starts at > 1000000.The problem i am having is that, when i > connect to mysql server iam unable to connect to the > correct database to update/alter the table determining > the ticket number.It would be great if someone could > help me with this. I have never worked on mysql > before. Try learning about mysql, or checking the mailing list archives. It's been covered in the past. seph From seph at directionless.org Tue Dec 16 13:03:05 2003 From: seph at directionless.org (seph) Date: Tue, 16 Dec 2003 13:03:05 -0500 Subject: [rt-users] Re: rt-mailgate and sendmail In-Reply-To: (Andrew D. Becker's message of "Tue, 16 Dec 2003 09:36:21 -0700") References: Message-ID: > Any help with this will be greatly appreciated. I'm new to RT but familiar > with linux. read the error message: > An Error Occurred > ================= > > 404 Not Found 404 is a web error. rt-mailgate posts things to the url you list in its commandline. Are you sure the url is valid? seph From fthommen at inf.ethz.ch Tue Dec 16 13:26:10 2003 From: fthommen at inf.ethz.ch (Frank Thommen) Date: Tue, 16 Dec 2003 19:26:10 +0100 Subject: [rt-users] German "umlaute" kill text lines in ticket updates Message-ID: <3FDF4E42.55866CCB@inf.ethz.ch> Dear RT-users, when I enter text with german "umlaute" (?, ?, ?) into the comment or correspond form of RT (3.0.7_01, Server running on Solaris 5.9, Client OS: Mac OS 9.2 english), all characters including and after the umlaut disappear. When the identical text is entered by mail, everything is ok. Any idea, what could be the problem here? Thanks a lot in advance frank ---------- Frank Thommen, Informatik Support Gruppe, D-INFK, ETH Zuerich E-Mail: fthommen at inf.ethz.ch; Tel: +41-1-63 27208 (Mo-Do) Web: http://www.isg.inf.ethz.ch ---------- From jesse at bestpractical.com Tue Dec 16 13:30:50 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 16 Dec 2003 13:30:50 -0500 Subject: [rt-users] German "umlaute" kill text lines in ticket updates In-Reply-To: <3FDF4E42.55866CCB@inf.ethz.ch> References: <3FDF4E42.55866CCB@inf.ethz.ch> Message-ID: <20031216183050.GD18918@fsck.com> On Tue, Dec 16, 2003 at 07:26:10PM +0100, Frank Thommen wrote: > Dear RT-users, > > when I enter text with german "umlaute" (?, ?, ?) into the comment or > correspond form of RT (3.0.7_01, Server running on Solaris 5.9, Client > OS: Mac OS 9.2 english), all characters including and after the umlaut > disappear. When the identical text is entered by mail, everything is > ok. > > Any idea, what could be the problem here? Yes. It's something we've fixed in 3.0.8pre2. The web server was getting confused and thinking that you were entering text in iso-8859-1 when you were in fact using unicode. -jesse > Thanks a lot in advance > > frank > > > ---------- > Frank Thommen, Informatik Support Gruppe, D-INFK, ETH Zuerich > E-Mail: fthommen at inf.ethz.ch; Tel: +41-1-63 27208 (Mo-Do) > Web: http://www.isg.inf.ethz.ch > ---------- > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 fesh at mpi-softtech.com Tue Dec 16 14:06:40 2003 From: fesh at mpi-softtech.com (Eric Fesh) Date: Tue, 16 Dec 2003 13:06:40 -0600 (CST) Subject: [rt-users] Insecure dependency with FastCGI In-Reply-To: <3FB43A70.1070205@epublica.de> Message-ID: Hanno et. al: I'm having the same problem on a Solaris 9 box... It would seem to me that it's a symptom of rolling our own Perl 5.8.2. -- Eric Fesh Customer Support Engineer/Software Test Engineer MPI Software Technology Inc. http://www.mpi-softtech.com The information contained in this communication may be confidential and is intended only for the use of the recipient(s) named above. If the reader of this communication is not the intended recipient(s), you are hereby notified that any dissemination, distribution, or copying of this communication, or any of its contents, is strictly prohibited. If you are not a named recipient or received this communication by mistake, please notify the sender and delete the communication and all copies of it. On Fri, 14 Nov 2003, Hanno Mueller wrote: > Hi, > > > I'm trying to install RT on a Debian Stable box. Since Debian doesn't > come with Perl 5.8 yet, I compiled my own 5.8.2. It runs Apache 1.3.26 > with FastCGI. > > > I followed all the installation instructions for RT. > > > In RT 3.0.6, I get > > For the Homepage: > > > Error during compilation of /opt/rt/share/html/index.html: > > Insecure dependency in require while running setgid at > > /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm line 568 > > context: ... > > code stack: > > /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:580 > > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:317 > > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:198 > > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:166 > > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:265 > > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:343 > > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:213 > > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:207 > > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:89 > > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:72 > > g /opt/rt/bin/mason_handler.fcgi:53 > > g > > > For the /Admin/ page: > > > error: Insecure dependency in mkdir while running setgid at > > /opt/perl/lib/5.8.2/File/Path.pm line 159. > > context: > > ... > > 155: unless (-d $parent or $path eq $parent) { > > 156: push(@created,mkpath($parent, $verbose, $mode)); > > 157: } > > 158: print "mkdir $path\n" if $verbose; > > 159: unless (mkdir($path,$mode)) { > > 160: my $e = $!; > > 161: # allow for another process to have created it meanwhile > > 162: croak "mkdir $path: $e" unless -d $path; > > 163: } > > ... > > code stack: /opt/perl/lib/5.8.2/File/Path.pm:159 > > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Compiler/ToObject.pm:102 > > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:309 > > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:198 > > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:166 > > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:265 > > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:343 > > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:213 > > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:207 > > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:89 > > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:72 > > g /opt/rt/bin/mason_handler.fcgi:53 > > g > > > > In RT 3.0.5, I get for the Homepage: > > > Insecure dependency in mkdir while running setgid at > > /opt/perl/lib/5.8.2/File/Path.pm line 159 > > context: mkdir > > code stack: /opt/perl/lib/5.8.2/File/Path.pm:159 > > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Compiler/ToObject.pm:102 > > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:309 > > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:198 > > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:166 > > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:265 > > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:343 > > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:213 > > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:207 > > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:89 > > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:72 > > g /opt/rt/bin/mason_handler.fcgi:53 > > g > > > > > I'm a bit stuck and the mailing list doesn't mention this problem for > recent versions. Yet, I cannot use RT with mod_perl on this particular > server. > > Any suggestions? > > > Greetings, > > Hanno > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 ah3 at mlz.us Tue Dec 16 14:22:27 2003 From: ah3 at mlz.us (Andy Harrison) Date: Tue, 16 Dec 2003 14:22:27 -0500 Subject: [rt-users] Custom Ticket Creation Form In-Reply-To: <20031216121457.155eb625.ah3@mlz.us> References: <20031215115922.34cdb331.ah3@mlz.us> <3FDEF21A.6010103@acronis.ru> <20031216121457.155eb625.ah3@mlz.us> Message-ID: <20031216142227.5c926a1d.ah3@mlz.us> On Tue, 16 Dec 2003 12:14:57 -0500 Andy Harrison wrote: > My only problem is that in the new page that I open up, the $CFV-Description is printed for every single CustomField in this queue. Here is the code that almost works. Nevermind, I threw this in the loop and I'm all set: % next unless $CFV->CustomField == $ARGS{'CustomField'}; Thanx for the helping hand, I needed it! -- Andy Harrison (full headers for details) From bobg at uic.edu Tue Dec 16 14:32:46 2003 From: bobg at uic.edu (Bob Goldstein) Date: Tue, 16 Dec 2003 13:32:46 -0600 Subject: [rt-users] Insecure dependency with FastCGI In-Reply-To: Your message of "Tue, 16 Dec 2003 13:06:40 CST." Message-ID: <200312161932.hBGJWkFv021504@shark.cc.uic.edu> No, what happens is that apache is running as one gid, but the fastcgi script is setgid to another. This forces perl to turn on taint checking, and the fastsci script is not taint-safe. This would happen with any version of perl. The simplest solution, if it doesn't break anything else, is to change the gid of apache or fastcgi to match. Another solution is to start the fastcgi server by hand, rather than have apache start it. Apache still talks to it over a socket in any case. But if you start the fastcgi by hand, using the uid/gid of the script itself, then perl doesn't force taint checking. bobg >Hanno et. al: > >I'm having the same problem on a Solaris 9 box... It would seem to me that >it's a symptom of rolling our own Perl 5.8.2. > >-- >Eric Fesh >Customer Support Engineer/Software Test Engineer >MPI Software Technology Inc. >http://www.mpi-softtech.com > > >The information contained in this communication may be confidential and is >intended only for the use of the recipient(s) named above. If the reader of >this communication is not the intended recipient(s), you are hereby notified >that any dissemination, distribution, or copying of this communication, or >any of its contents, is strictly prohibited. If you are not a named >recipient or received this communication by mistake, please notify the sender >and delete the communication and all copies of it. > >On Fri, 14 Nov 2003, Hanno Mueller wrote: > >> Hi, >> >> >> I'm trying to install RT on a Debian Stable box. Since Debian doesn't >> come with Perl 5.8 yet, I compiled my own 5.8.2. It runs Apache 1.3.26 >> with FastCGI. >> >> >> I followed all the installation instructions for RT. >> >> >> In RT 3.0.6, I get >> >> For the Homepage: >> >> > Error during compilation of /opt/rt/share/html/index.html: >> > Insecure dependency in require while running setgid at >> > /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm line 568 >> > context: ... >> > code stack: >> > /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:580 >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:317 >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:198 >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:166 >> > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:265 >> > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:343 >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:213 >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:207 >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:89 >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:72 >> > g /opt/rt/bin/mason_handler.fcgi:53 >> > g >> >> >> For the /Admin/ page: >> >> > error: Insecure dependency in mkdir while running setgid at >> > /opt/perl/lib/5.8.2/File/Path.pm line 159. >> > context: >> > ... >> > 155: unless (-d $parent or $path eq $parent) { >> > 156: push(@created,mkpath($parent, $verbose, $mode)); >> > 157: } >> > 158: print "mkdir $path\n" if $verbose; >> > 159: unless (mkdir($path,$mode)) { >> > 160: my $e = $!; >> > 161: # allow for another process to have created it meanwhile >> > 162: croak "mkdir $path: $e" unless -d $path; >> > 163: } >> > ... >> > code stack: /opt/perl/lib/5.8.2/File/Path.pm:159 >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Compiler/ToObject.pm:102 >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:309 >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:198 >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:166 >> > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:265 >> > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:343 >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:213 >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:207 >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:89 >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:72 >> > g /opt/rt/bin/mason_handler.fcgi:53 >> > g >> >> >> >> In RT 3.0.5, I get for the Homepage: >> >> > Insecure dependency in mkdir while running setgid at >> > /opt/perl/lib/5.8.2/File/Path.pm line 159 >> > context: mkdir >> > code stack: /opt/perl/lib/5.8.2/File/Path.pm:159 >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Compiler/ToObject.pm:102 >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:309 >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:198 >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:166 >> > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:265 >> > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:343 >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:213 >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:207 >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:89 >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:72 >> > g /opt/rt/bin/mason_handler.fcgi:53 >> > g >> >> >> >> >> I'm a bit stuck and the mailing list doesn't mention this problem for >> recent versions. Yet, I cannot use RT with mod_perl on this particular >> server. >> >> Any suggestions? >> >> >> Greetings, >> >> Hanno >> >> >> >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.fsck.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 fesh at MPI-SoftTech.Com Tue Dec 16 14:41:22 2003 From: fesh at MPI-SoftTech.Com (Eric Fesh) Date: Tue, 16 Dec 2003 13:41:22 -0600 (CST) Subject: [rt-users] Insecure dependency with FastCGI In-Reply-To: <200312161932.hBGJWkFv021504@shark.cc.uic.edu> Message-ID: Bingo! Thanks much... -- Eric Fesh Customer Support Engineer/Software Test Engineer MPI Software Technology Inc. http://www.mpi-softtech.com The information contained in this communication may be confidential and is intended only for the use of the recipient(s) named above. If the reader of this communication is not the intended recipient(s), you are hereby notified that any dissemination, distribution, or copying of this communication, or any of its contents, is strictly prohibited. If you are not a named recipient or received this communication by mistake, please notify the sender and delete the communication and all copies of it. On Tue, 16 Dec 2003, Bob Goldstein wrote: > > > No, what happens is that apache is running as one gid, > but the fastcgi script is setgid to another. This forces > perl to turn on taint checking, and the fastsci script > is not taint-safe. This would happen with any > version of perl. > > The simplest solution, if it doesn't break anything else, > is to change the gid of apache or fastcgi to match. > > Another solution is to start the fastcgi server by hand, > rather than have apache start it. Apache still talks > to it over a socket in any case. But if you start the > fastcgi by hand, using the uid/gid of the script itself, > then perl doesn't force taint checking. > > bobg > > > > >Hanno et. al: > > > >I'm having the same problem on a Solaris 9 box... It would seem to me that > >it's a symptom of rolling our own Perl 5.8.2. > > > >-- > >Eric Fesh > >Customer Support Engineer/Software Test Engineer > >MPI Software Technology Inc. > >http://www.mpi-softtech.com > > > > > >The information contained in this communication may be confidential and is > >intended only for the use of the recipient(s) named above. If the reader of > >this communication is not the intended recipient(s), you are hereby notified > >that any dissemination, distribution, or copying of this communication, or > >any of its contents, is strictly prohibited. If you are not a named > >recipient or received this communication by mistake, please notify the sender > >and delete the communication and all copies of it. > > > >On Fri, 14 Nov 2003, Hanno Mueller wrote: > > > >> Hi, > >> > >> > >> I'm trying to install RT on a Debian Stable box. Since Debian doesn't > >> come with Perl 5.8 yet, I compiled my own 5.8.2. It runs Apache 1.3.26 > >> with FastCGI. > >> > >> > >> I followed all the installation instructions for RT. > >> > >> > >> In RT 3.0.6, I get > >> > >> For the Homepage: > >> > >> > Error during compilation of /opt/rt/share/html/index.html: > >> > Insecure dependency in require while running setgid at > >> > /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm line 568 > >> > context: ... > >> > code stack: > >> > /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:580 > >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:317 > >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:198 > >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:166 > >> > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:265 > >> > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:343 > >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:213 > >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:207 > >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:89 > >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:72 > >> > g /opt/rt/bin/mason_handler.fcgi:53 > >> > g > >> > >> > >> For the /Admin/ page: > >> > >> > error: Insecure dependency in mkdir while running setgid at > >> > /opt/perl/lib/5.8.2/File/Path.pm line 159. > >> > context: > >> > ... > >> > 155: unless (-d $parent or $path eq $parent) { > >> > 156: push(@created,mkpath($parent, $verbose, $mode)); > >> > 157: } > >> > 158: print "mkdir $path\n" if $verbose; > >> > 159: unless (mkdir($path,$mode)) { > >> > 160: my $e = $!; > >> > 161: # allow for another process to have created it meanwhile > >> > 162: croak "mkdir $path: $e" unless -d $path; > >> > 163: } > >> > ... > >> > code stack: /opt/perl/lib/5.8.2/File/Path.pm:159 > >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Compiler/ToObject.pm:102 > >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:309 > >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:198 > >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:166 > >> > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:265 > >> > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:343 > >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:213 > >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:207 > >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:89 > >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:72 > >> > g /opt/rt/bin/mason_handler.fcgi:53 > >> > g > >> > >> > >> > >> In RT 3.0.5, I get for the Homepage: > >> > >> > Insecure dependency in mkdir while running setgid at > >> > /opt/perl/lib/5.8.2/File/Path.pm line 159 > >> > context: mkdir > >> > code stack: /opt/perl/lib/5.8.2/File/Path.pm:159 > >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Compiler/ToObject.pm:102 > >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:309 > >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:198 > >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:166 > >> > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:265 > >> > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:343 > >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:213 > >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:207 > >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:89 > >> > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:72 > >> > g /opt/rt/bin/mason_handler.fcgi:53 > >> > g > >> > >> > >> > >> > >> I'm a bit stuck and the mailing list doesn't mention this problem for > >> recent versions. Yet, I cannot use RT with mod_perl on this particular > >> server. > >> > >> Any suggestions? > >> > >> > >> Greetings, > >> > >> Hanno > >> > >> > >> > >> _______________________________________________ > >> rt-users mailing list > >> rt-users at lists.fsck.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 rick.rezinas at qsent.com Tue Dec 16 14:46:31 2003 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Tue, 16 Dec 2003 11:46:31 -0800 Subject: [rt-users] replies give bounce warning In-Reply-To: <20031215183609.GJ1971@yeti.qsent.com> References: <20031215183609.GJ1971@yeti.qsent.com> Message-ID: <20031216194631.GO2879@yeti.qsent.com> Hi, sorry about the self-reply, but is anyone else seeing these bounces? Every reply to a ticket, whether emailed or from the web interface generates them. the subject line begins: RT Bounce: thanks rick On Mon, 15 Dec 2003, Rick Rezinas wrote: > hello, > > I've set myself as recipient of RT notifications, and I'm getting a > bounce warning for all replies to tickets. The warnings come from the > RT correspondence address. > > Is this indicative of a problem? How can I make it stop? Replies look > to be being processed correctly other than this. It doesn't matter whether > replies are sent with Outlook, mutt, or pine. > > I'm using RT 3.0.7 with qmail. > > thanks > rick > > -- > Rick Rezinas > Unix Systems Administrator > Qsent, Inc. > From David.Swift at spokesoftware.com Tue Dec 16 16:00:49 2003 From: David.Swift at spokesoftware.com (David Swift) Date: Tue, 16 Dec 2003 13:00:49 -0800 Subject: [rt-users] RTFM fix...? Message-ID: <0EAA506787D12B4B99D3CA086230A2B401069425@mail-01.spokesoftware.com> While using RTFM, any time an article referred to a ticket, we were getting an error in /a/rt3/share/html/RTFM/Article/Elements. The fix appears to be to change line 52 from: % if ($member->URI->IsLocal) { To: % if ($link->BaseURI->IsLocal) { Don't know if that's the right fix, but it seems to work for us - YMMV :-) David -------------- next part -------------- An HTML attachment was scrubbed... URL: From smk at axiom-capital.com Tue Dec 16 16:05:48 2003 From: smk at axiom-capital.com (Susan Keaney) Date: Tue, 16 Dec 2003 16:05:48 -0500 Subject: [rt-users] Default queue for new tickets Message-ID: <209E4CC5F4489D40BCF64D7DAD1019249FE556@exchange.ACAPITAL> Does anyone know if/how this can be done? I'd like to not allow everyone to see the list of queues. Instead, I would like users to be able to create new tickets with the tickets going to a default queue (similar to tickets created via email). Any thoughts? Thanks, Susan M. Keaney From rt at chaka.net Tue Dec 16 16:17:59 2003 From: rt at chaka.net (Todd Chapman) Date: Tue, 16 Dec 2003 16:17:59 -0500 Subject: [rt-users] Default queue for new tickets In-Reply-To: <209E4CC5F4489D40BCF64D7DAD1019249FE556@exchange.ACAPITAL> References: <209E4CC5F4489D40BCF64D7DAD1019249FE556@exchange.ACAPITAL> Message-ID: <20031216211759.GA17728@chaka.net> You can use Group Rights to control ticket creation for your queues. There is even a "See Queue" right. You didn't mention what version of RT you are using? I am using RT3, but I have only been using it for 3 days so I don't know how this worked in RT2. -Todd On Tue, Dec 16, 2003 at 04:05:48PM -0500, Susan Keaney wrote: > Does anyone know if/how this can be done? I'd like to not allow everyone to see the list of queues. Instead, I would like users to be able to create new tickets with the tickets going to a default queue (similar to tickets created via email). > > Any thoughts? > > Thanks, > Susan M. Keaney From MikeHamilton at clovisusd.k12.ca.us Tue Dec 16 18:17:43 2003 From: MikeHamilton at clovisusd.k12.ca.us (MikeHamilton at clovisusd.k12.ca.us) Date: Tue, 16 Dec 2003 15:17:43 -0800 Subject: [rt-users] TicketSQL query to give a count Message-ID: Anybody know how to make a TicketSQL query for RT that would list each tech and then give a summary of their open/resolved tickets over a specific period of time? That would be handy! Thanks Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From ADBecker at chmortgage.com Tue Dec 16 18:21:46 2003 From: ADBecker at chmortgage.com (Andrew D Becker/Continental Homes) Date: Tue, 16 Dec 2003 16:21:46 -0700 Subject: [rt-users] RT and Active Directory Message-ID: Has anybody successfully linked RT's user database (preferably in mysql) to win2k's active directory? My goal is to import all of our users into RT's db so our helpdesk won't have to re-enter all the personal information about each user as they submit tickets. Thanks for the help, Andy From sean.perry at intransa.com Tue Dec 16 18:28:06 2003 From: sean.perry at intransa.com (Sean Perry) Date: Tue, 16 Dec 2003 15:28:06 -0800 Subject: [rt-users] RT and Active Directory In-Reply-To: References: Message-ID: <3FDF9506.6020806@intransa.com> Andrew D Becker/Continental Homes wrote: > > Has anybody successfully linked RT's user database (preferably in mysql) to > win2k's active directory? My goal is to import all of our users into RT's > db so our helpdesk won't have to re-enter all the personal information > about each user as they submit tickets. > read the archives, this has been discussed a good deal. From maxb at ukf.net Tue Dec 16 18:20:49 2003 From: maxb at ukf.net (Max Bowsher) Date: Tue, 16 Dec 2003 23:20:49 -0000 Subject: [rt-users] Login Log References: Message-ID: <013901c3c42f$7d210990$e9037ad5@starfruit> MikeHamilton at clovisusd.k12.ca.us wrote: >> Does anyone know if RT keeps a log of when users log in? No, but it's easy to tweak /share/html/autohandler to make it log this. Max. From rt at chaka.net Tue Dec 16 21:10:53 2003 From: rt at chaka.net (Todd Chapman) Date: Tue, 16 Dec 2003 21:10:53 -0500 Subject: [rt-users] Custom Ticket Creation Form In-Reply-To: <20031216142227.5c926a1d.ah3@mlz.us> References: <20031215115922.34cdb331.ah3@mlz.us> <3FDEF21A.6010103@acronis.ru> <20031216121457.155eb625.ah3@mlz.us> <20031216142227.5c926a1d.ah3@mlz.us> Message-ID: <20031217021052.GD17728@chaka.net> Don't forget that if you are comparing strings it should be 'eq' and not '=='. Not sure it applies in this case but thought I'd mention it. -Todd On Tue, Dec 16, 2003 at 02:22:27PM -0500, Andy Harrison wrote: > On Tue, 16 Dec 2003 12:14:57 -0500 > Andy Harrison wrote: > > > My only problem is that in the new page that I open up, the $CFV-Description is printed for every single CustomField in this queue. Here is the code that almost works. > > Nevermind, I threw this in the loop and I'm all set: > > % next unless $CFV->CustomField == $ARGS{'CustomField'}; > > Thanx for the helping hand, I needed it! > > -- > Andy Harrison > (full headers for details) > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 eslittles at ucdavis.edu Tue Dec 16 22:55:15 2003 From: eslittles at ucdavis.edu (Everett Littles) Date: Tue, 16 Dec 2003 19:55:15 -0800 Subject: [rt-users] RT and Mail Servers on Two Different Machines Message-ID: I've checked the archives on this and I am still not sure I have found the information I am looking for. I have two servers. My mail server is running OS 10.2.6 and using Sendmail. My RT server is running OS 10.3 and running Postfix. I currently have an existing helpdesk address on my mail server helpdesk at test.domain.com . I would like the mail from that address to mail its way into RT. I've read the RT manual a million times and I am just missing something. As I (wrongly) interpreted things, I set up my mail server to forward mail to my RT server at rt at rt.otherserver.domain.com. Then I also put rt: "|/usr/local/rt2/bin/rt-mailgate --queue general --action correspond" in the aliases file on my RT server. Needless to say, it is not working. What have I missed? Also, on a side note, the support on this list is awesome. You all have been a great help. Thanks. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: text/enriched Size: 978 bytes Desc: not available URL: From mixo at coza.net.za Wed Dec 17 01:28:48 2003 From: mixo at coza.net.za (mixo) Date: Wed, 17 Dec 2003 08:28:48 +0200 Subject: [rt-users] Data import on pg 7.4.0 failure Message-ID: <3FDFF7A0.4050209@coza.net.za> I have just had a data import into pg 7.4.0 fail with the following messages repeated: ++++++++++++++++++++++++++++++++++++++++++++ Dec 14 11:57:08 dhcp3 RT: DBD::Pg::st execute failed: ERROR: unterminated quoted string at or near "'????" at character 368 at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. (/opt/rt3/lib/RT.pm:247) Dec 14 11:57:08 dhcp3 RT: RT::Handle=HASH(0x8791e78) couldn't execute the query 'INSERT INTO Attachments (ContentType, Parent, id, Subject, Filename, Headers, Creator, Created, Content, ContentEncoding, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. (/opt/rt3/lib/RT.pm:247) Dec 14 11:57:08 dhcp3 RT: Couldn't create attachment HASH(0x8e11d98) $VAR1 = { 'Subject' => '', 'ContentType' => 'image/jpeg', 'Filename' => 'page1.jpg', 'Headers' => 'Content-Type: IMAGE/jpeg; name="page1.jpg"; Content-transfer-encoding: BASE64 Content-Disposition: attachment; filename="page1.jpg" ', 'Creator' => '25285', 'Parent' => '409359', 'Created' => '2003-09-12 07:03:49+00', 'id' => '409361', 'Content' => '???? Dec 14 11:57:08 dhcp3 ^PJFIF Dec 14 11:57:08 dhcp3 ^A^A Dec 14 11:57:08 dhcp3 RT: Use of uninitialized value in subroutine entry at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Encode.pm line 154. (/opt/rt3/lib/RT.pm:247) ++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++++++++++++++++++++++++++++++++++ Dec 14 11:58:59 dhcp3 RT: DBD::Pg::st execute failed: ERROR: invalid input syntax for integer: "" at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. (/opt/rt3/lib/RT.pm:247) Dec 14 11:58:59 dhcp3 RT: RT::Handle=HASH(0x8791e78) couldn't execute the query 'SELECT * FROM Groups WHERE lower(Domain) = ? AND (Instance IS NULL OR Instance = '') AND lower(Type) = ?' at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. (/opt/rt3/lib/RT.pm:247) Dec 14 11:58:59 dhcp3 RT: Trying to check RT::Queue rights for an unspecified RT::Queue at /opt/rt3/lib/RT/Principal_Overlay.pm line 354 ^IRT::Principal::HasRight('RT::Principal=HASH(0x27afae20)','Object','RT::Queue=HASH(0x27b07034)','Right','ModifyACL') called at /opt/rt3/lib/RT/User_Overlay.pm line 1450 ^IRT::User::HasRight('RT::User=HASH(0x27b07004)','Object','RT::Queue=HASH(0x27b07034)','Right','ModifyACL') called at /opt/rt3/lib/RT/CurrentUser.pm line 300 ^IRT::CurrentUser::HasRight('RT::CurrentUser=HASH(0x8e60870)','Object','RT::Queue=HASH(0x27b07034)','Right','ModifyACL') called at /opt/rt3/lib/RT/ACE_Overlay.pm line 235 ^IRT::ACE::Create('RT::ACE=HASH(0x27b079f8)','RightName','CreateTicket','Object','RT::Queue=HASH(0x27b07034)','PrincipalType','Group','PrincipalId',3,...) called at /opt/rt3/lib/RT/Principal_Overlay.pm line 139 ^IRT::Principal::GrantRight('RT::Principal=HASH(0x27ad68d8)','Object','RT::Queue=HASH(0x27b07034)','Right','CreateTicket') called at ./dumpfile-to-rt-3.0 line 286 (/opt/rt3/lib/RT.pm:247) Dec 14 11:58:59 dhcp3 RT: 1 (/opt/rt3/lib/RT/Principal_Overlay.pm:354) Dec 14 11:58:59 dhcp3 RT: Use of uninitialized value in numeric ne (!=) at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle/Pg.pm line 105. (/opt/rt3/lib/RT.pm:247) ++++++++++++++++++++++++++++++++++++++++++++ Has anyone seen this with data import? Why am I getting "'????" repeated? From hwagener at hamburg.fcb.com Wed Dec 17 03:52:10 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Wed, 17 Dec 2003 09:52:10 +0100 Subject: [rt-users] Default queue for new tickets In-Reply-To: <209E4CC5F4489D40BCF64D7DAD1019249FE556@exchange.ACAPITAL> References: <209E4CC5F4489D40BCF64D7DAD1019249FE556@exchange.ACAPITAL> Message-ID: <4D25164E-306E-11D8-8A51-003065DC18B8@hamburg.fcb.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Am 16.12.2003 um 22:05 schrieb Susan Keaney: > Does anyone know if/how this can be done? I'd like to not allow > everyone to see the list of queues. Instead, I would like users to be > able to create new tickets with the tickets going to a default queue > (similar to tickets created via email). > > Any thoughts? > You want to give Your users access to the SelfService part of the ui. If You want to know what an unprivileged user sees when logging in, try as a privileged user. Regards, Harald -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.3 (Darwin) iD8DBQE/4BlBLK0d0a+RTy8RAuthAJ96M6jyhxqvNnD2SQzkLStveUv5TACfRA// qA35Ajt+NIUf1hjIxhpC7Xw= =pV0k -----END PGP SIGNATURE----- From hwagener at hamburg.fcb.com Wed Dec 17 03:55:56 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Wed, 17 Dec 2003 09:55:56 +0100 Subject: [rt-users] RT and Active Directory In-Reply-To: <3FDF9506.6020806@intransa.com> References: <3FDF9506.6020806@intransa.com> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Am 17.12.2003 um 00:28 schrieb Sean Perry: > Andrew D Becker/Continental Homes wrote: > >> Has anybody successfully linked RT's user database (preferably in >> mysql) to >> win2k's active directory? My goal is to import all of our users into >> RT's >> db so our helpdesk won't have to re-enter all the personal information >> about each user as they submit tickets. > > read the archives, this has been discussed a good deal. > Just another hint: Try searching for LDAP support as well, as You are probably going to use AD via the LDAP interface. There are numerous ways to integrate LDAP for authentication, either using apache or by overlaying parts of RT's authentication scheme (this has been discussed in march, and brought up earlir this week again. Please see the archives for details). There are also scripts for autoimporting/autocreating user from an LDAP source. Regards, Harald -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.3 (Darwin) iD8DBQE/4BojLK0d0a+RTy8RAuDdAJ9LLI/PfcSHdmCrOAW8qOVjofPSJgCfZ+N4 Fo5c6x36syC0aqHOccxo4WM= =utE0 -----END PGP SIGNATURE----- From mixo at coza.net.za Wed Dec 17 04:12:13 2003 From: mixo at coza.net.za (mixo) Date: Wed, 17 Dec 2003 11:12:13 +0200 Subject: [rt-users] Apache 2 redirect issue Message-ID: <3FE01DED.6000909@coza.net.za> How can I configure apache 2 so I dont get "The document has moved here" problem. I am not in a position to move back to apache 1. -------------- next part -------------- An HTML attachment was scrubbed... URL: From brent at telecom1.com Wed Dec 17 04:25:41 2003 From: brent at telecom1.com (Brent Geach) Date: Wed, 17 Dec 2003 09:25:41 +0000 Subject: [rt-users] Apache 2 redirect issue In-Reply-To: <3FE01DED.6000909@coza.net.za> References: <3FE01DED.6000909@coza.net.za> Message-ID: <20031217092541.GD31277@telecom1.com> I get the same on my configuration. Although I now cant get into the configuration either. Im now using rt3.0.8pre2 on apache 2.0.48 using modperl I cant say for sure when the configation has died as I havent needed to make any changes until recently. There are no errors in either the apache or rt logs. Its doing what its supposed to as in the redirect - goes to index.html. I can go to the rt/Admin/index.html but when trying to do anything it takes me back to the home index On Wed, 17 Dec 2003, mixo wrote: > How can I configure apache 2 so I dont get "The document has moved here" > problem. > I am not in a position to move back to apache 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 -- Regards, Brent /"\ \ / Linux Registered X ASCII Ribbon Campaign User #309941 / \ Against HTML Mail From support at erp.co.nz Wed Dec 17 04:55:48 2003 From: support at erp.co.nz (Support) Date: Wed, 17 Dec 2003 09:55:48 -0000 Subject: [rt-users] How does rt-mailgate work? Message-ID: <000001bf4874$de398120$060a0a0a@COMPUTER> Hi all, On debian woody we have managed to get fetchmail to pop our support account and believe it is passing e-mails to the rt-mailgate script. But alas the tickets are not being created in RT. Our .fetchmailrc config file in /root looks like this: poll pop.clear.net.nz proto pop3 user "support" pass "password" keep mda "/usr/bin/rt-mailgate --queue general --action correspond --url http://path.to/rt/" What does the rt-mailgate script do? How does it get the contents of the email (from, to, subject and body) into a ticket in the correct format? Does the rt-mailgate script connect directly to mysql to add data to the ticket table or does it do it via http? Best Regards Dave From cubic at acronis.ru Wed Dec 17 05:05:48 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 17 Dec 2003 13:05:48 +0300 Subject: [rt-users] How does rt-mailgate work? In-Reply-To: <000001bf4874$de398120$060a0a0a@COMPUTER> References: <000001bf4874$de398120$060a0a0a@COMPUTER> Message-ID: <3FE02A7C.7060106@acronis.ru> Support wrote: > Hi all, > > On debian woody we have managed to get fetchmail to pop our support > account and believe it is passing e-mails to the rt-mailgate script. > But alas the tickets are not being created in RT. > > > Our .fetchmailrc config file in /root looks like this: > > poll pop.clear.net.nz > proto pop3 > user "support" > pass "password" > keep > mda "/usr/bin/rt-mailgate --queue general --action correspond > --url http://path.to/rt/" > > What does the rt-mailgate script do? It reads STDIN for MIME email content. > How does it get the contents of the email (from, to, subject and body) > into a ticket in the correct format? mailgate skip this task, RT do it. mailgate is only _gate_. > Does the rt-mailgate script connect directly to mysql to add data to the > ticket table or does it do it via http? http. > > Best Regards > Dave There is several steps(places) for debug. 1) Maillogs. 2) RT by default write log to SysLog, but can write to separate file. 3) pipe email to rt-mailgate with '--debug' option. 4) search for archives From JoopvandeWege at mococo.nl Wed Dec 17 05:06:19 2003 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Wed, 17 Dec 2003 11:06:19 +0100 Subject: [rt-users] Import from rt2 doesn't work with rt-3.08pre2, fix included -; ) In-Reply-To: <20031216192855.DBF8E113EA@pallas.eruditorum.org> References: <20031216192855.DBF8E113EA@pallas.eruditorum.org> Message-ID: <20031217105823.AED4.JOOPVANDEWEGE@mococo.nl> I have succesfully installed rt-3.08pre2 on Solaris 8 using mysql and wanted to import my rt2 installation. export the rt2 data went fine but the import ended very quickly with the following message: Subroutine validate_pos redefined at /opt/rt/perl/lib/site_perl/5.8.2/Params/ValidatePP.pm line 53. Subroutine validate redefined at /opt/rt/perl/lib/site_perl/5.8.2/Params/ValidatePP.pm line 198. Subroutine validate_with redefined at /opt/rt/perl/lib/site_perl/5.8.2/Params/ValidatePP.pm line 357. [Wed Dec 17 10:59:59 2003] [crit]: Can't locate object method "new" via package "RT::Scrip" (perhaps you forgot to load "RT::Scrip"?) at dumpfile-to-rt-3.0 line 389. (/opt/rt/rt3/lib/RT.pm:254) The last line is the culprit and I was sure I had changed the 'use lib' line in dumpfile-to-rt3.0 to point to my rt installation. Being a bit desperate I have added the line 'use RT::Scrip; ' below the other 'use RT::' lines in dumpfile-to-rt3.0 and then it all works and the import is successfull. Joop -- Joop van de Wege From ritu at netcore.co.in Wed Dec 17 06:07:35 2003 From: ritu at netcore.co.in (Ritu Khetan) Date: Wed, 17 Dec 2003 16:37:35 +0530 Subject: [rt-users] Installing Digest::MD5 for RT Message-ID: <1071659255.14445.17.camel@efv2.netcore.co.in> Hello All, I am trying to install RT on RH9. For this RT , requires Digest::MD5 2.27. This version is not available on CPAN however. When I try to install Digest::MD5 2.32 or Digest::MD5 2.33, I get following error: Digest::MD5 2.32 -> #perl Makefile.PL Testing alignment requirements for U32... no restrictions Writing Makefile for Digest::MD5 # make Makefile:84: *** missing separator. Stop. Digest::MD5 2.33 -> # perl Makefile.PL Perl's config says that U32 access must be aligned. Writing Makefile for Digest::MD5 # make Makefile:85: *** missing separator. Stop. Pls help. Regards, Ritu ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Wed Dec 17 06:20:24 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 17 Dec 2003 14:20:24 +0300 Subject: [rt-users] Installing Digest::MD5 for RT In-Reply-To: <1071659255.14445.17.camel@efv2.netcore.co.in> References: <1071659255.14445.17.camel@efv2.netcore.co.in> Message-ID: <3FE03BF8.2090500@acronis.ru> Ritu Khetan wrote: > Hello All, > > I am trying to install RT on RH9. For this RT , requires Digest::MD5 > 2.27. This version is not available on CPAN however. When I try to > install Digest::MD5 2.32 or Digest::MD5 2.33, I get following error: > > Digest::MD5 2.32 -> > #perl Makefile.PL > Testing alignment requirements for U32... no restrictions > Writing Makefile for Digest::MD5 > # make > Makefile:84: *** missing separator. Stop. > > Digest::MD5 2.33 -> > # perl Makefile.PL > Perl's config says that U32 access must be aligned. > Writing Makefile for Digest::MD5 > # make > Makefile:85: *** missing separator. Stop. > > Pls help. > You _must_ search for archives. There is other known issues with RH9. You must change LANG to something not UTF like. It's perl5.8.0+utf locale "feature". Good luck. Ruslan. From ritu at netcore.co.in Wed Dec 17 06:27:22 2003 From: ritu at netcore.co.in (Ritu Khetan) Date: Wed, 17 Dec 2003 16:57:22 +0530 Subject: [rt-users] Installing Digest::MD5 for RT In-Reply-To: <3FE03BF8.2090500@acronis.ru> References: <1071659255.14445.17.camel@efv2.netcore.co.in> <3FE03BF8.2090500@acronis.ru> Message-ID: <1071660442.14445.19.camel@efv2.netcore.co.in> Hi Ruslan, I didnt face this problem on RH8. I have 5.8.0 on that system too. Regards, Ritu On Wed, 2003-12-17 at 16:50, Ruslan U. Zakirov wrote: > Ritu Khetan wrote: > > Hello All, > > > > I am trying to install RT on RH9. For this RT , requires Digest::MD5 > > 2.27. This version is not available on CPAN however. When I try to > > install Digest::MD5 2.32 or Digest::MD5 2.33, I get following error: > > > > Digest::MD5 2.32 -> > > #perl Makefile.PL > > Testing alignment requirements for U32... no restrictions > > Writing Makefile for Digest::MD5 > > # make > > Makefile:84: *** missing separator. Stop. > > > > Digest::MD5 2.33 -> > > # perl Makefile.PL > > Perl's config says that U32 access must be aligned. > > Writing Makefile for Digest::MD5 > > # make > > Makefile:85: *** missing separator. Stop. > > > > Pls help. > > > You _must_ search for archives. > There is other known issues with RH9. > You must change LANG to something not UTF like. It's perl5.8.0+utf > locale "feature". > Good luck. Ruslan. > > > ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From ajk at iu.edu Wed Dec 17 09:05:41 2003 From: ajk at iu.edu (Andrew J. Korty) Date: Wed, 17 Dec 2003 09:05:41 -0500 Subject: [rt-users] Correspondence recipients Message-ID: <87iskfedze.fsf@rikers.itso.iu.edu> I think I want to dramatically change the way RT addresses replies and correspondence. Hopefully, someone will tell me I'm just thinking about this the wrong way. Often, when we receive a new ticket, we "forward" it to someone else without RT access for investigation. (Currently, we forward using [Comment] and cc-ing the intended recipient.) When that external person replies to the forward, the requestor automatically receives the reply. We don't want that. I can turn that off by removing the corresponding scrip, but then that prevents us from replying to the requestor when we want to. (We could explicitly cc the requestor, but I'd like it to be automatic.) I guess I'd like for replies to go to the people in the From: and Cc: fields of the message I'm replying to, just like e-mail. As it is now, if I reply to correspondence sent by someone other than the requestor, it doesn't go to that person unless I explicitly cc him or her. It just gets appended to the ticket and sent to the requestor. If I could make that behavior work, I could disable the scrip that causes *all* correspondence to go to the requestor, but we could still reply to the requestor directly. -- Andrew J. Korty, Principal Security Engineer, GCIA, GCFA Office of the Vice President for Information Technology Indiana University From js138 at eng.cam.ac.uk Wed Dec 17 09:30:48 2003 From: js138 at eng.cam.ac.uk (J. Sloan) Date: Wed, 17 Dec 2003 14:30:48 +0000 (GMT) Subject: [rt-users] Correspondence recipients In-Reply-To: <87iskfedze.fsf@rikers.itso.iu.edu> References: <87iskfedze.fsf@rikers.itso.iu.edu> Message-ID: On Wed, 17 Dec 2003, Andrew J. Korty wrote: > I think I want to dramatically change the way RT addresses replies and > correspondence. Hopefully, someone will tell me I'm just thinking > about this the wrong way. > > Often, when we receive a new ticket, we "forward" it to someone else > without RT access for investigation. (Currently, we forward using > [Comment] and cc-ing the intended recipient.) When that external > person replies to the forward, the requestor automatically receives > the reply. We don't want that. I can turn that off by removing the > corresponding scrip, but then that prevents us from replying to the > requestor when we want to. (We could explicitly cc the requestor, but > I'd like it to be automatic.) > > I guess I'd like for replies to go to the people in the From: and Cc: > fields of the message I'm replying to, just like e-mail. As it is > now, if I reply to correspondence sent by someone other than the > requestor, it doesn't go to that person unless I explicitly cc him or > her. It just gets appended to the ticket and sent to the requestor. > > If I could make that behavior work, I could disable the scrip that > causes *all* correspondence to go to the requestor, but we could still > reply to the requestor directly. Is your comment address set up correctly on that queue? If the forward is with a comment, a reply to that should also be treated as a comment. i.e. You need to make sure that your MTA invokes rt-mailgate with --comment if the reply is to the comment email address for that queue. For instance - we have: rt-admin and rt-admin-comment which both relate to the 'rt-admin' queue on our system. I have exim configured to invoke rt-mailgate with --correspond for the forst and --comment for the second. Your second point I think you could cure by making the relevant person a CC for the ticket, rather than on each reply - it doesn't seem to be direcly correlated to your first. Hope that helps John From tom at redpepperracing.com Wed Dec 17 09:53:39 2003 From: tom at redpepperracing.com (Tom Lichti) Date: Wed, 17 Dec 2003 09:53:39 -0500 Subject: [rt-users] access database. In-Reply-To: References: Message-ID: <3FE06DF3.200@redpepperracing.com> nemir nemiria wrote: > Hiya.... > > I am not sure if this is an RT thing or if I should post it to MySQL & > PG lists instead, but I'll start here. > > I am currently about to trial RT in my office. Presently, to track > jobs we're using a clunky old access DB. How hard will it be to > import this into my new RT database (either MySQL or PostGreSQL at > this stage...) ? > > Has anyone done such a thing? I couldn't find anythign that might be > useful anaywhere.... Is it hard to make all the right fields end up > in the right place, etc? > > TIA > > Nemir I upgraded us from Support Magic 3 to RT 2, using Access as the middle step. First I imported all of the Support Magic data into identical Access tables, and created ODBC links to the RT tables. I then figured out the structure of RT and what fields and tables needed to be populated (users, tickets, tranactions, keywords, attachments, etc). Once I was confident in my testing that the tables were updating correctly I wrote update queries in Access to copy the data from the SM tables to the RT tables. I copied about 20,000 tickets and 100,000 transactions, and it worked great. As I recall the biggest problem I had was not clobbering the RT transaction and attachment primary keys. I don't think I still have the queries or I would offer them up to you. Access has been the bane of my existence for a long time, so I avoid it as much as possible now... :) Hope that helps. Tom From tom at redpepperracing.com Wed Dec 17 10:00:53 2003 From: tom at redpepperracing.com (Tom Lichti) Date: Wed, 17 Dec 2003 10:00:53 -0500 Subject: [rt-users] Re: Disabling commenting for a queue? In-Reply-To: References: <313E277796D49A40997E88F6142C30B6166358@olympus.dynogen.com> <11289849.1071589867@[192.168.0.235]> Message-ID: <3FE06FA5.1050706@redpepperracing.com> seph wrote: >>>Suppose you had a queue that was politically sensitive and required >>>full transparency - i.e. there are to be no private comments by ticket >>>owners/watchers, and all discussion is to be mailed back to the >>>requestor. How would you do this? >>> >>> >>You'd still be able to "Comment" on the tickets in this queue, but >>everyone would get a copy of the comments. >> >> > >yeah, I'd just frob the permissions. If you can't prevent people from >making comments (might be an RT bug) you can make them behave the same >as correspondence. > >seph >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.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 would modify the ticket update page so that the comment option was removed. I believe this can be done per queue? If not, then ignore this message... :) Tom From sean.perry at intransa.com Wed Dec 17 10:26:17 2003 From: sean.perry at intransa.com (Sean Perry) Date: Wed, 17 Dec 2003 07:26:17 -0800 Subject: [rt-users] How does rt-mailgate work? In-Reply-To: <000001bf4874$de398120$060a0a0a@COMPUTER> References: <000001bf4874$de398120$060a0a0a@COMPUTER> Message-ID: <3FE07599.6020106@intransa.com> Support wrote: > Does the rt-mailgate script connect directly to mysql to add data to the > ticket table or does it do it via http? > rt-mailgate uses http and submits data as if it were a user via the NoAuth SelfService pages. From Michael.Frazer at InterCept.Net Wed Dec 17 10:43:17 2003 From: Michael.Frazer at InterCept.Net (Mike Frazer) Date: Wed, 17 Dec 2003 10:43:17 -0500 Subject: [rt-users] Installing Digest::MD5 for RT Message-ID: Set the LANG environment variable to not unclude UTF: First find out what it is set to (from a console): echo $LANG This should display something like: en_US.UTF-8 If it includes UTF, then change it to not include the .UFT-8 part: export LANG=en_US Now if you execcute "echo $LANG" again, it should display: en_US Now try to install Digest::MD5 again and it should work for you. NOTE: The "Missing separator" error was common for my installs on both RH8 and RH9. This fix *should* help when you get those. -----Original Message----- From: Ritu Khetan [mailto:ritu at netcore.co.in] Sent: Wednesday, December 17, 2003 6:27 AM To: Ruslan U. Zakirov Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Installing Digest::MD5 for RT Hi Ruslan, I didnt face this problem on RH8. I have 5.8.0 on that system too. Regards, Ritu On Wed, 2003-12-17 at 16:50, Ruslan U. Zakirov wrote: Ritu Khetan wrote: > Hello All, > > I am trying to install RT on RH9. For this RT , requires Digest::MD5 > 2.27. This version is not available on CPAN however. When I try to > install Digest::MD5 2.32 or Digest::MD5 2.33, I get following error: > > Digest::MD5 2.32 -> > #perl Makefile.PL > Testing alignment requirements for U32... no restrictions > Writing Makefile for Digest::MD5 > # make > Makefile:84: *** missing separator. Stop. > > Digest::MD5 2.33 -> > # perl Makefile.PL > Perl's config says that U32 access must be aligned. > Writing Makefile for Digest::MD5 > # make > Makefile:85: *** missing separator. Stop. > > Pls help. > You _must_ search for archives. There is other known issues with RH9. You must change LANG to something not UTF like. It's perl5.8.0+utf locale "feature". Good luck. Ruslan. ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From seph at directionless.org Wed Dec 17 10:52:41 2003 From: seph at directionless.org (seph) Date: Wed, 17 Dec 2003 10:52:41 -0500 Subject: [rt-users] Re: RT and Mail Servers on Two Different Machines In-Reply-To: (Everett Littles's message of "Tue, 16 Dec 2003 19:55:15 -0800") References: Message-ID: > I currently have an existing helpdesk address on my mail server > helpdesk at test.domain.com . I would like the mail from that address to > mail its way into RT. I've read the RT manual a million times and I > am just missing something. As I (wrongly) interpreted things, I set > up my mail server to forward mail to my RT server at > rt at rt.otherserver.domain.com. Then I also put rt: > "|/usr/local/rt2/bin/rt-mailgate --queue general --action correspond" > in the aliases file on my RT server. > Needless to say, it is not working. do you know that the rt server is even getting the email? Look in your various MTA logs. You should either be able to find an error, or determin that it's an MTA problem. seph From bobg at uic.edu Wed Dec 17 11:07:45 2003 From: bobg at uic.edu (Bob Goldstein) Date: Wed, 17 Dec 2003 10:07:45 -0600 Subject: [rt-users] Re: Disabling commenting for a queue? In-Reply-To: Your message of "Tue, 16 Dec 2003 17:21:51 +0100." <8ABC35686C73554691F3481C4023BE5EF17F7C@abz01be.eurac.edu> Message-ID: <200312171607.hBHG7jCl024779@shark.cc.uic.edu> Hmm. I'm able to assign these rights to privleged users specifically: CreateTicket OwnTicket ReplyToTicket SeeQueue ShowTicket StealTicket TakeTicket Seems now I can "reply" but not "comment", which is good. However, I'd like also to be able to "resolve", without adding back the ability to "comment". But I don't see a specific priv for that. I don't suppose there are docs that say specifically what each of these privs do? bobg >It's not a bug, modify right includes reply and comment rights......... >But DeleteTicket has been removed strangely, there was a patch....... > >Samuel > >-----Original Message----- >From: seph [mailto:seph at directionless.org] >Sent: Tuesday,16 December,2003 17:04 >To: RT Users >Subject: [rt-users] Re: Disabling commenting for a queue? > >>> Suppose you had a queue that was politically sensitive and required >>> full transparency - i.e. there are to be no private comments by >>> ticket owners/watchers, and all discussion is to be mailed back to >>> the requestor. How would you do this? >> >> You'd still be able to "Comment" on the tickets in this queue, but >> everyone would get a copy of the comments. > >yeah, I'd just frob the permissions. If you can't prevent people from making c >omments (might be an RT bug) you can make them behave the same as corresponden >ce. > >seph >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.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 eslittles at ucdavis.edu Wed Dec 17 11:14:01 2003 From: eslittles at ucdavis.edu (Everett Littles) Date: Wed, 17 Dec 2003 08:14:01 -0800 Subject: [rt-users] Re: RT and Mail Servers on Two Different Machines In-Reply-To: References: Message-ID: <0721E1B8-30AC-11D8-956A-000A95E9402A@ucdavis.edu> It is getting the mail because I can check mail on that server and see it. It just for whatever reason, doesn't show up in the queue. On Dec 17, 2003, at 7:52 AM, seph wrote: >> I currently have an existing helpdesk address on my mail server >> helpdesk at test.domain.com . I would like the mail from that address to >> mail its way into RT. I've read the RT manual a million times and I >> am just missing something. As I (wrongly) interpreted things, I set >> up my mail server to forward mail to my RT server at >> rt at rt.otherserver.domain.com. Then I also put rt: >> "|/usr/local/rt2/bin/rt-mailgate --queue general --action correspond" >> in the aliases file on my RT server. >> Needless to say, it is not working. > > do you know that the rt server is even getting the email? Look in your > various MTA logs. You should either be able to find an error, or > determin that it's an MTA problem. > > seph From seph at directionless.org Wed Dec 17 11:53:05 2003 From: seph at directionless.org (seph) Date: Wed, 17 Dec 2003 11:53:05 -0500 Subject: [rt-users] Re: RT and Mail Servers on Two Different Machines In-Reply-To: <0721E1B8-30AC-11D8-956A-000A95E9402A@ucdavis.edu> (Everett Littles's message of "Wed, 17 Dec 2003 08:14:01 -0800") References: <0721E1B8-30AC-11D8-956A-000A95E9402A@ucdavis.edu> Message-ID: > It is getting the mail because I can check mail on that server and see > it. It just for whatever reason, doesn't show up in the queue. please expand "check mail on that server" if that server's aliases were setup correctly there wouldn't be any mail to check. seph From martin.green at firstinternetservices.com Wed Dec 17 11:55:28 2003 From: martin.green at firstinternetservices.com (Martin J. Green) Date: Wed, 17 Dec 2003 16:55:28 -0000 Subject: [rt-users] Re: RT and Mail Servers on Two Different Machines References: Message-ID: <008801c3c4be$934886a0$78fdb251@morpheus> ----- Original Message ----- From: "seph" To: "Everett Littles" Cc: Sent: Wednesday, December 17, 2003 3:52 PM Subject: [rt-users] Re: RT and Mail Servers on Two Different Machines > > I currently have an existing helpdesk address on my mail server > > helpdesk at test.domain.com . I would like the mail from that address to > > mail its way into RT. I've read the RT manual a million times and I > > am just missing something. As I (wrongly) interpreted things, I set > > up my mail server to forward mail to my RT server at > > rt at rt.otherserver.domain.com. Then I also put rt: > > "|/usr/local/rt2/bin/rt-mailgate --queue general --action correspond" > > in the aliases file on my RT server. > > Needless to say, it is not working. > > do you know that the rt server is even getting the email? Look in your > various MTA logs. You should either be able to find an error, or > determin that it's an MTA problem. Check your mail queue and /tmp directory as well. If you haven't already run sendmail -bi (I'm assuming you're running sendmail, as you haven't indicated what MTA you're using) do so now. Most likely you have the same problem as me... something to do with RT using a deprecated option in MIME-tools. You'll likely find your /tmp directory is filled with random copies of the original mail as your MTA tries to deliver it but it fails Martin From martin.green at firstinternetservices.com Wed Dec 17 11:56:50 2003 From: martin.green at firstinternetservices.com (Martin J. Green) Date: Wed, 17 Dec 2003 16:56:50 -0000 Subject: [rt-users] Re: RT and Mail Servers on Two Different Machines References: <0721E1B8-30AC-11D8-956A-000A95E9402A@ucdavis.edu> Message-ID: <009d01c3c4be$c8c415b0$78fdb251@morpheus> ----- Original Message ----- From: "seph" To: "Everett Littles" Cc: Sent: Wednesday, December 17, 2003 4:53 PM Subject: [rt-users] Re: RT and Mail Servers on Two Different Machines > > It is getting the mail because I can check mail on that server and see > > it. It just for whatever reason, doesn't show up in the queue. where can you see it? If it's not in the queue then where is it? From Michael.Frazer at InterCept.Net Wed Dec 17 11:59:41 2003 From: Michael.Frazer at InterCept.Net (Mike Frazer) Date: Wed, 17 Dec 2003 11:59:41 -0500 Subject: [rt-users] Re: RT and Mail Servers on Two Different Machines Message-ID: Try sending a message from the console on the RT server directly to the address set up for the queue. If it makes it in, then it would seem to be a forwarding issue rather than an RT issue. -----Original Message----- From: seph [mailto:seph at directionless.org] Sent: Wednesday, December 17, 2003 11:53 AM To: Everett Littles Cc: rt-users at lists.fsck.com Subject: [rt-users] Re: RT and Mail Servers on Two Different Machines > It is getting the mail because I can check mail on that server and see > it. It just for whatever reason, doesn't show up in the queue. please expand "check mail on that server" if that server's aliases were setup correctly there wouldn't be any mail to check. seph _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 rick.rezinas at qsent.com Wed Dec 17 12:11:56 2003 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Wed, 17 Dec 2003 09:11:56 -0800 Subject: [rt-users] Re: RT and Mail Servers on Two Different Machines In-Reply-To: <0721E1B8-30AC-11D8-956A-000A95E9402A@ucdavis.edu> References: <0721E1B8-30AC-11D8-956A-000A95E9402A@ucdavis.edu> Message-ID: <20031217171156.GG3436@yeti.qsent.com> do you know that it's going to the alias correctly? Try forwarding the email to a known good account rather than piping it. rick On Wed, 17 Dec 2003, Everett Littles wrote: > It is getting the mail because I can check mail on that server and see > it. It just for whatever reason, doesn't show up in the queue. > > > > On Dec 17, 2003, at 7:52 AM, seph wrote: > > >>I currently have an existing helpdesk address on my mail server > >>helpdesk at test.domain.com . I would like the mail from that address to > >>mail its way into RT. I've read the RT manual a million times and I > >>am just missing something. As I (wrongly) interpreted things, I set > >>up my mail server to forward mail to my RT server at > >>rt at rt.otherserver.domain.com. Then I also put rt: > >>"|/usr/local/rt2/bin/rt-mailgate --queue general --action correspond" > >>in the aliases file on my RT server. > >>Needless to say, it is not working. > > > >do you know that the rt server is even getting the email? Look in your > >various MTA logs. You should either be able to find an error, or > >determin that it's an MTA problem. > > > >seph > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Rick Rezinas 503-889-7091 Unix Systems Administrator Qsent, Inc. When Gladstone was British Prime Minister he visited Michael Faraday's laboratory and asked if some esoteric substance called `Electricity' would ever have practical significance. "One day, sir, you will tax it," was the answer. -- Science, 1994 From martin.green at firstinternetservices.com Wed Dec 17 12:14:47 2003 From: martin.green at firstinternetservices.com (Martin J. Green) Date: Wed, 17 Dec 2003 17:14:47 -0000 Subject: [rt-users] Re: RT and Mail Servers on Two Different Machines References: Message-ID: <00bb01c3c4c1$4710ee50$78fdb251@morpheus> If you do have the message in /tmp, try cat'ing the message and piping the output to the normal command as you have in aliases, you should see some output. ----- Original Message ----- From: "Mike Frazer" To: ; "Everett Littles" Sent: Wednesday, December 17, 2003 4:59 PM Subject: RE: [rt-users] Re: RT and Mail Servers on Two Different Machines > Try sending a message from the console on the RT server directly to the > address set up for the queue. If it makes it in, then it would seem to be a > forwarding issue rather than an RT issue. > > -----Original Message----- > From: seph [mailto:seph at directionless.org] > Sent: Wednesday, December 17, 2003 11:53 AM > To: Everett Littles > Cc: rt-users at lists.fsck.com > Subject: [rt-users] Re: RT and Mail Servers on Two Different Machines > > > > It is getting the mail because I can check mail on that server and see > > it. It just for whatever reason, doesn't show up in the queue. > > please expand "check mail on that server" if that server's aliases > were setup correctly there wouldn't be any mail to check. > > seph > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 michael at ptgrey.com Wed Dec 17 12:46:21 2003 From: michael at ptgrey.com (Michael Gibbons) Date: Wed, 17 Dec 2003 09:46:21 -0800 Subject: [rt-users] Performance issues when viewing tickets with attachments In-Reply-To: <20031203210852.GB18918@fsck.com> References: <3FCE4F74.4060406@ptgrey.com> <20031203210852.GB18918@fsck.com> Message-ID: <3FE0966D.1080304@ptgrey.com> Hi Jesse, It sounds like this issue is a known issue but that it may require some work to resolve. However, given that it probably affects a *very* large chunk of RT's user base (those who use attachments) and that the issue is not a "minor" one (1 second vs 6 seconds on an average size ticket), I'm not sure I understand why fixing this isn't scheduled for the near to immediate future. It seems to me that this is exactly the kind of issue that you would want resolved (affects large number of users + serious performance problems). Can you shed some more light on when exactly this might be scheduled? I'm sorry for my impatience, but I just spent about 30 seconds waiting for a single ticket to load (and our machines are by no means slow). Thanks, Mike Jesse Vincent wrote: > >On Wed, Dec 03, 2003 at 01:02:44PM -0800, Mike White wrote: > > >>Hi all, >> >>We've noticed that the time it takes to display a ticket after clicking >>on it is significantly greater when that ticket has one or more >>attachments in one item of correspondence. (ie, 1 second vs. 6 seconds.) >> >>Why would it need to grind away just to display a ticket? Is there a >>solution for this? >> >> > >It's an issue that we're already aware of. Fixing it requires >some fairly deep work that isn't currently scheduled for any time soon. > >The short version is that the database abstraction layer fetches whole >rows from the attachments table (rather than lazy-loading the Content >column) when listing off transaction attachments. I think we know how >to fix it, when we do, but it's probably two or three days work that >involves both RT and DBIx::SearchBuilder > > -jesse > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Dec 17 12:52:25 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 17 Dec 2003 12:52:25 -0500 Subject: [rt-users] Performance issues when viewing tickets with attachments In-Reply-To: <3FE0966D.1080304@ptgrey.com> References: <3FCE4F74.4060406@ptgrey.com> <20031203210852.GB18918@fsck.com> <3FE0966D.1080304@ptgrey.com> Message-ID: <20031217175225.GU18918@fsck.com> On Wed, Dec 17, 2003 at 09:46:21AM -0800, Michael Gibbons wrote: > Hi Jesse, > > It sounds like this issue is a known issue but that it may require some > work to resolve. ... > Can you shed some more light on when exactly this might be scheduled? > I'm sorry for my impatience, but I just spent about 30 seconds waiting > for a single ticket to load (and our machines are by no means slow). The work we do is driven by issues that affect us personally, that affect paying customers and that customers comission us to develop. If you're interested in diving in and doing the tuning work, I'm sure others would appreciate your efforts greatly. If you're interested in having us do the work, mail us at sales at bestpractical.com and we can work up a quote. Best, Jesse Vincent Best Practical Solutions, LLC > Thanks, > Mike > > Jesse Vincent wrote: > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From michael at ptgrey.com Wed Dec 17 13:09:34 2003 From: michael at ptgrey.com (Michael Gibbons) Date: Wed, 17 Dec 2003 10:09:34 -0800 Subject: [rt-users] Performance issues when viewing tickets with attachments In-Reply-To: <20031217175225.GU18918@fsck.com> References: <3FCE4F74.4060406@ptgrey.com> <20031203210852.GB18918@fsck.com> <3FE0966D.1080304@ptgrey.com> <20031217175225.GU18918@fsck.com> Message-ID: <3FE09BDE.1020601@ptgrey.com> So this issue isn't affecting your paying customers? If not, is this because they don't use attachments or don't care about the performance hits? Am I wrong in assuming that this (significantly) affects everyone using attachments? Cheers, Mike Jesse Vincent wrote: > >On Wed, Dec 17, 2003 at 09:46:21AM -0800, Michael Gibbons wrote: > > >>Hi Jesse, >> >>It sounds like this issue is a known issue but that it may require some >>work to resolve. >> >> >... > > >>Can you shed some more light on when exactly this might be scheduled? >>I'm sorry for my impatience, but I just spent about 30 seconds waiting >>for a single ticket to load (and our machines are by no means slow). >> >> > >The work we do is driven by issues that affect us personally, that >affect paying customers and that customers comission us to develop. If >you're interested in diving in and doing the tuning work, I'm sure >others would appreciate your efforts greatly. If you're interested in >having us do the work, mail us at sales at bestpractical.com and we can >work up a quote. > > Best, > Jesse Vincent > Best Practical Solutions, LLC > > > > >>Thanks, >>Mike >> >>Jesse Vincent wrote: >> >> >> -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Dec 17 13:12:35 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 17 Dec 2003 13:12:35 -0500 Subject: [rt-users] Performance issues when viewing tickets with attachments In-Reply-To: <3FE09BDE.1020601@ptgrey.com> References: <3FCE4F74.4060406@ptgrey.com> <20031203210852.GB18918@fsck.com> <3FE0966D.1080304@ptgrey.com> <20031217175225.GU18918@fsck.com> <3FE09BDE.1020601@ptgrey.com> Message-ID: <20031217181235.GV18918@fsck.com> On Wed, Dec 17, 2003 at 10:09:34AM -0800, Michael Gibbons wrote: > So this issue isn't affecting your paying customers? If not, is this > because they don't use attachments or don't care about the performance > hits? Am I wrong in assuming that this (significantly) affects everyone > using attachments? I can't speak to problems that haven't been reported. But yes, the size and quantity of attachments effects the performance. We have two or three tickets that take 30 seconds to load, since we've attached a number of half-megabyte tarballs to them. But, like I said, we've got higher priorities. Jesse > Cheers, > Mike > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From rick.rezinas at qsent.com Wed Dec 17 13:17:59 2003 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Wed, 17 Dec 2003 10:17:59 -0800 Subject: [rt-users] Performance issues when viewing tickets with attachments In-Reply-To: <3FE09BDE.1020601@ptgrey.com> References: <3FCE4F74.4060406@ptgrey.com> <20031203210852.GB18918@fsck.com> <3FE0966D.1080304@ptgrey.com> <20031217175225.GU18918@fsck.com> <3FE09BDE.1020601@ptgrey.com> Message-ID: <20031217181759.GK3436@yeti.qsent.com> Maybe BP breaks out the special sauce when you sign on with a support contract. To me they provide an exemplary, supportable product that solves real problems for free. And Jesse spends a lot of time on this list of freeloaders (like me). I'd say you're getting a lot for your money. Let's quit flaming the good guys and provide something positive. rick On Wed, 17 Dec 2003, Michael Gibbons wrote: > So this issue isn't affecting your paying customers? If not, is this > because they don't use attachments or don't care about the performance > hits? Am I wrong in assuming that this (significantly) affects everyone > using attachments? > > Cheers, > Mike > > Jesse Vincent wrote: > > > > >On Wed, Dec 17, 2003 at 09:46:21AM -0800, Michael Gibbons wrote: > > > > > >>Hi Jesse, > >> > >>It sounds like this issue is a known issue but that it may require some > >>work to resolve. > >> > >> > >... > > > > > >>Can you shed some more light on when exactly this might be scheduled? > >>I'm sorry for my impatience, but I just spent about 30 seconds waiting > >>for a single ticket to load (and our machines are by no means slow). > >> > >> > > > >The work we do is driven by issues that affect us personally, that > >affect paying customers and that customers comission us to develop. If > >you're interested in diving in and doing the tuning work, I'm sure > >others would appreciate your efforts greatly. If you're interested in > >having us do the work, mail us at sales at bestpractical.com and we can > >work up a quote. > > > > Best, > > Jesse Vincent > > Best Practical Solutions, LLC > > > > > > > > > >>Thanks, > >>Mike > >> > >>Jesse Vincent 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 -- Rick Rezinas 503-889-7091 Unix Systems Administrator Qsent, Inc. When Gladstone was British Prime Minister he visited Michael Faraday's laboratory and asked if some esoteric substance called `Electricity' would ever have practical significance. "One day, sir, you will tax it," was the answer. -- Science, 1994 From hitao at clusterfs.com Wed Dec 17 13:24:41 2003 From: hitao at clusterfs.com (hitao) Date: Thu, 18 Dec 2003 02:24:41 +0800 Subject: [rt-users] how to configure Apache with fastCGI Message-ID: <028d01c3c4cb$0b938bd0$0c01a8c0@cfsc8hf7h1aac2> I am setting up rt 3.0.7 and using Apache 2.0 with fastcgi module support. Then howto modify httpd.conf for using rt, I can only find the description for configure apache with mod_perl in the manual, where can I find those for fastcgi? Wish you a nice day! Hitao From jschubert at linearcorp.com Wed Dec 17 05:24:05 2003 From: jschubert at linearcorp.com (John Schubert) Date: 17 Dec 2003 10:24:05 +0000 Subject: [rt-users] Performance issues when viewing tickets with attachments In-Reply-To: <20031217181759.GK3436@yeti.qsent.com> References: <3FCE4F74.4060406@ptgrey.com> <20031203210852.GB18918@fsck.com> <3FE0966D.1080304@ptgrey.com> <20031217175225.GU18918@fsck.com> <3FE09BDE.1020601@ptgrey.com> <20031217181759.GK3436@yeti.qsent.com> Message-ID: <1071656646.2763.13.camel@localhost.localdomain> On Wed, 2003-12-17 at 18:17, Rick Rezinas wrote: > Maybe BP breaks out the special sauce when you sign on with a support > contract. To me they provide an exemplary, supportable product that > solves real problems for free. And Jesse spends a lot of time on this > list of freeloaders (like me). I'd say you're getting a lot for your > money. Let's quit flaming the good guys and provide something positive. *nods* or take it off list. It's an issue addressed and not resolvable in this forum (for now). From jesse at bestpractical.com Wed Dec 17 13:29:58 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 17 Dec 2003 13:29:58 -0500 Subject: [rt-users] latin <-> utf problem in rt-mailgate In-Reply-To: <2147483647.1071151724@joydivision.utu.fi> References: <1900000.1070900586@rambutan.pingpong.net> <20031209051754.GP18918@fsck.com> <2147483647.1070975261@joydivision.utu.fi> <2147483647.1071013143@[192.168.0.10]> <20031211042708.GX18918@fsck.com> <2147483647.1071151724@joydivision.utu.fi> Message-ID: <20031217182958.GX18918@fsck.com> On Thu, Dec 11, 2003 at 02:08:44PM +0200, Jari Lehtonen wrote: > On keskiviikko 10. joulukuu 2003 23:27 -0500 Jesse Vincent > wrote: > > >If you can come up with anything plausible about how to make it happen > >"somewhat consistently" with 3.0.8, I'd love to hear about it. > > Still with 3.0.8pre2, I can now reproduce the problem. With the current version, which will soon be a release candidate, I can't reproduce the issue using the two messages you sent. Oh. because they both got autoconverted to quoted printable on outoging. But from your mail, it looks like the quoted-printable one (not the 8bit one) is the one that had the issue. Hm. (And yeah, I saw your message about a "trigger". That's not outside the realm of possibility) -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From michael at emdee.net Wed Dec 17 13:33:07 2003 From: michael at emdee.net (Michael D. Richards) Date: Wed, 17 Dec 2003 11:33:07 -0700 Subject: [rt-users] Internal Loop in RT 3.0.6 Message-ID: <3FE0A163.5070303@emdee.net> I'm getting some sort of internal mail loop that I'm not sure how to stop. This is not coming from sendmail, but about every 15 minutes a ticket is being recreated. Along with this new ticket I'm getting a series of db errors in my log, a sample of which follows. These errors are only occuring on this message. I'd appreciate any advice on how to stop this. It's creating a mess and I'm sure the requestor doesn't appreciate all the auto replys. :) Thanks, Michael~ ----------------------------------------------- [Tue Dec 16 21:02:57 2003] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. [Tue Dec 16 21:02:57 2003] [warning]: RT::Handle=HASH(0xd37a74) couldn't execute the query 'INSERT INTO Attachments (Subject, ContentType, Filename, Headers, Creator, Parent, Created, ContentEncoding, Content, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. [Tue Dec 16 21:02:57 2003] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. [Tue Dec 16 21:02:57 2003] [warning]: RT::Handle=HASH(0xd37a74) couldn't execute the query 'SELECT * FROM Tickets WHERE id = ?' at /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. [Tue Dec 16 21:02:57 2003] [err]: RT::Transaction=HASH(0x1f89a30) couldn't load ticket 15760 [Tue Dec 16 21:02:57 2003] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. [Tue Dec 16 21:02:57 2003] [warning]: RT::Handle=HASH(0xd37a74) couldn't execute the query 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'SeeQueue') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '1' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '')) AND ( ( ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) ) LIMIT 1' at /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. [Tue Dec 16 21:02:57 2003] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. [Tue Dec 16 21:02:57 2003] [warning]: RT::Handle=HASH(0xd37a74) couldn't execute the query 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'SeeQueue') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '1' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '')) AND ( ((Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 0) ) AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group') LIMIT 1' at /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. [Tue Dec 16 21:02:57 2003] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 145. [Tue Dec 16 21:02:57 2003] [warning]: DBIx::SearchBuilder error:MySQL server has gone away [Tue Dec 16 21:02:57 2003] [warning]: DBD::mysql::st fetchrow_hashref failed: fetch() without execute() at /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 163. [Tue Dec 16 21:02:57 2003] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. [Tue Dec 16 21:02:57 2003] [warning]: RT::Handle=HASH(0xd37a74) couldn't execute the query 'SELECT * FROM Tickets WHERE id = ?' at /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. [Tue Dec 16 21:02:57 2003] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. [Tue Dec 16 21:02:57 2003] [warning]: RT::Handle=HASH(0xd37a74) couldn't execute the query 'UPDATE Tickets SET LastUpdated=? WHERE id=? ' at /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. [Tue Dec 16 21:02:57 2003] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. [Tue Dec 16 21:02:57 2003] [warning]: RT::Handle=HASH(0xd37a74) couldn't execute the query 'UPDATE Tickets SET LastUpdated=? WHERE id=? ' at /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. [Tue Dec 16 21:02:57 2003] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. [Tue Dec 16 21:02:57 2003] [warning]: RT::Handle=HASH(0xd37a74) couldn't execute the query 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'SeeQueue') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '1' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( ( ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) ) LIMIT 1' at /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. [Tue Dec 16 21:02:57 2003] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. [Tue Dec 16 21:02:57 2003] [warning]: RT::Handle=HASH(0xd37a74) couldn't execute the query 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'SeeQueue') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '1' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( ((Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 1) ) AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group') LIMIT 1' at /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. [Tue Dec 16 21:02:57 2003] [info]: Ticket 15760 created in queue '' by (/cmweb/tools/rt-3-0-6/lib/RT/Ticket_Overlay.pm:635) From jesse at bestpractical.com Wed Dec 17 13:47:45 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 17 Dec 2003 13:47:45 -0500 Subject: [rt-users] Internal Loop in RT 3.0.6 In-Reply-To: <3FE0A163.5070303@emdee.net> References: <3FE0A163.5070303@emdee.net> Message-ID: <20031217184745.GY18918@fsck.com> On Wed, Dec 17, 2003 at 11:33:07AM -0700, Michael D. Richards wrote: > I'm getting some sort of internal mail loop that I'm not sure how to > stop. This is not coming from sendmail, but about every 15 minutes a > ticket is being recreated. Along with this new ticket I'm getting a > series of db errors in my log, a sample of which follows. These errors > are only occuring on this message. > > I'd appreciate any advice on how to stop this. It's creating a mess and > I'm sure the requestor doesn't appreciate all the auto replys. :) That sure looks like you've got a mail message that's knocking over RT's database, causing it to return an error..after having sent out the relevant mail. And because your MTA sees an error, it's retrying RT 15 minutes later. So. Capture that message for debugging, clear it out of your mail queue, make sure you're running the latest mysql (database queries shouldn't make your database go away) and then upgrade to rt 3.0.7, which handles mail failure more elegantly. > > Thanks, > Michael~ > ----------------------------------------------- > [Tue Dec 16 21:02:57 2003] [warning]: DBD::mysql::st execute failed: > MySQL server has gone away at > /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > line 410. > [Tue Dec 16 21:02:57 2003] [warning]: RT::Handle=HASH(0xd37a74) couldn't > execute the query 'INSERT INTO Attachments (Subject, ContentType, > Filename, Headers, Creator, Parent, Created, ContentEncoding, Content, > TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at > /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > line 417. > [Tue Dec 16 21:02:57 2003] [warning]: DBD::mysql::st execute failed: > MySQL server has gone away at > /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > line 410. > [Tue Dec 16 21:02:57 2003] [warning]: RT::Handle=HASH(0xd37a74) couldn't > execute the query 'SELECT * FROM Tickets WHERE id = ?' at > /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > line 417. > [Tue Dec 16 21:02:57 2003] [err]: RT::Transaction=HASH(0x1f89a30) > couldn't load ticket 15760 > [Tue Dec 16 21:02:57 2003] [warning]: DBD::mysql::st execute failed: > MySQL server has gone away at > /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > line 410. > [Tue Dec 16 21:02:57 2003] [warning]: RT::Handle=HASH(0xd37a74) couldn't > execute the query 'SELECT ACL.id from ACL, Groups, Principals, > CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName > = 'SeeQueue') AND Principals.Disabled = 0 AND > CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND > Principals.id = CachedGroupMembers.GroupId AND > CachedGroupMembers.MemberId = '1' AND ( ACL.ObjectType = 'RT::System' OR > (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '')) AND ( ( > ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND > (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR > Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) ) > LIMIT 1' at > /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > line 417. > [Tue Dec 16 21:02:57 2003] [warning]: DBD::mysql::st execute failed: > MySQL server has gone away at > /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > line 410. > [Tue Dec 16 21:02:57 2003] [warning]: RT::Handle=HASH(0xd37a74) couldn't > execute the query 'SELECT ACL.id from ACL, Groups, Principals, > CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName > = 'SeeQueue') AND Principals.Disabled = 0 AND > CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND > Principals.id = CachedGroupMembers.GroupId AND > CachedGroupMembers.MemberId = '1' AND ( ACL.ObjectType = 'RT::System' OR > (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '')) AND ( > ((Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 0) ) AND > Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND > Principals.PrincipalType = 'Group') LIMIT 1' at > /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > line 417. > [Tue Dec 16 21:02:57 2003] [warning]: DBD::mysql::st execute failed: > MySQL server has gone away at > /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 145. > [Tue Dec 16 21:02:57 2003] [warning]: DBIx::SearchBuilder error:MySQL > server has gone away > [Tue Dec 16 21:02:57 2003] [warning]: DBD::mysql::st fetchrow_hashref > failed: fetch() without execute() at > /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 163. > [Tue Dec 16 21:02:57 2003] [warning]: DBD::mysql::st execute failed: > MySQL server has gone away at > /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > line 410. > [Tue Dec 16 21:02:57 2003] [warning]: RT::Handle=HASH(0xd37a74) couldn't > execute the query 'SELECT * FROM Tickets WHERE id = ?' at > /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > line 417. > [Tue Dec 16 21:02:57 2003] [warning]: DBD::mysql::st execute failed: > MySQL server has gone away at > /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > line 410. > [Tue Dec 16 21:02:57 2003] [warning]: RT::Handle=HASH(0xd37a74) couldn't > execute the query 'UPDATE Tickets SET LastUpdated=? WHERE id=? ' at > /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > line 417. > [Tue Dec 16 21:02:57 2003] [warning]: DBD::mysql::st execute failed: > MySQL server has gone away at > /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > line 410. > [Tue Dec 16 21:02:57 2003] [warning]: RT::Handle=HASH(0xd37a74) couldn't > execute the query 'UPDATE Tickets SET LastUpdated=? WHERE id=? ' at > /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > line 417. > [Tue Dec 16 21:02:57 2003] [warning]: DBD::mysql::st execute failed: > MySQL server has gone away at > /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > line 410. > [Tue Dec 16 21:02:57 2003] [warning]: RT::Handle=HASH(0xd37a74) couldn't > execute the query 'SELECT ACL.id from ACL, Groups, Principals, > CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName > = 'SeeQueue') AND Principals.Disabled = 0 AND > CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND > Principals.id = CachedGroupMembers.GroupId AND > CachedGroupMembers.MemberId = '1' AND ( ACL.ObjectType = 'RT::System' OR > (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( ( > ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND > (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR > Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) ) > LIMIT 1' at > /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > line 417. > [Tue Dec 16 21:02:57 2003] [warning]: DBD::mysql::st execute failed: > MySQL server has gone away at > /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > line 410. > [Tue Dec 16 21:02:57 2003] [warning]: RT::Handle=HASH(0xd37a74) couldn't > execute the query 'SELECT ACL.id from ACL, Groups, Principals, > CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName > = 'SeeQueue') AND Principals.Disabled = 0 AND > CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND > Principals.id = CachedGroupMembers.GroupId AND > CachedGroupMembers.MemberId = '1' AND ( ACL.ObjectType = 'RT::System' OR > (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( > ((Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 1) ) AND > Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND > Principals.PrincipalType = 'Group') LIMIT 1' at > /cm/tools/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > line 417. > [Tue Dec 16 21:02:57 2003] [info]: Ticket 15760 created in queue '' by > > (/cmweb/tools/rt-3-0-6/lib/RT/Ticket_Overlay.pm:635) > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 murple at murple.net Wed Dec 17 15:14:00 2003 From: murple at murple.net (Craig Schenk) Date: Wed, 17 Dec 2003 15:14:00 -0500 (EST) Subject: [rt-users] RE: Cc broken in 3.0.6 In-Reply-To: <3FDF354E.80409@acronis.ru> Message-ID: > But I think you should try LogToFile(in RT config) with 'debug' level. Not as fixed as I thought, it seems! If I log into RT's web interface as root and reply to a ticket which has addresses in the Cc field, it sends an email to the Cc list as well as requestors. If I log into RT as any user and reply though, only the requestors get the email. I tried sending out email from the shell as user nobody (what the httpd runs as) and it can send email out fine to the same addresses, so I dont think this is a sendmail problem and probably not an httpd problem. I enabled LogToFile with debug to see if it gave information different from what goes in syslog. This is the output to the RT log that I get if I try replying to a ticket as a non-root user in the web interface: [Wed Dec 17 20:00:05 2003] [warning]: Cannot Encode::Guess; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:370) [Wed Dec 17 20:00:05 2003] [debug]: Converting 'iso-8859-1' to 'utf-8' for text/plain - (/opt/rt3/lib/RT/I18N.pm:196) [Wed Dec 17 20:00:05 2003] [info]: RT::Scrip=HASH(0x934f968): Couldn't prepare Open Tickets (/opt/rt3/lib/RT/Scrip_Overlay.pm:338) [Wed Dec 17 20:00:06 2003] [info]: #6/27 - Scrip 4 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) [Wed Dec 17 20:00:06 2003] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) [Wed Dec 17 20:00:06 2003] [info]: #6/27 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) [Wed Dec 17 20:00:07 2003] [info]: sent To: root at rt.office.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:302) [Wed Dec 17 20:00:07 2003] [info]: #6/27 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) [Wed Dec 17 20:00:07 2003] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) The Cc field as you can see is blank there. The requestors, however, do get email. Now, when I log in as root and reply to the same ticket, I get: [Wed Dec 17 20:07:54 2003] [warning]: Cannot Encode::Guess; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:370) [Wed Dec 17 20:07:54 2003] [debug]: Converting 'iso-8859-1' to 'utf-8' for text/plain - (/opt/rt3/lib/RT/I18N.pm:196) [Wed Dec 17 20:07:54 2003] [info]: RT::Scrip=HASH(0x95edf34): Couldn't prepare Open Tickets (/opt/rt3/lib/RT/Scrip_Overlay.pm:338) [Wed Dec 17 20:07:54 2003] [info]: #6/28 - Scrip 4 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) [Wed Dec 17 20:07:55 2003] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) [Wed Dec 17 20:07:55 2003] [info]: #6/28 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) [Wed Dec 17 20:07:55 2003] [info]: sent To: root at rt.office.aol.com Cc: CraigSchenk1 at office.com Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:302) [Wed Dec 17 20:07:56 2003] [info]: #6/28 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) [Wed Dec 17 20:07:56 2003] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) And the email goes out fine to requestors and Ccs. Any ideas why its ignoring the Cc field as non-root? It does show the Cc list in the web ticket when not root, but it does not send the email to it, and from the logs above, it doesnt seem to even be trying. From garrett at gothik.org Wed Dec 17 16:22:03 2003 From: garrett at gothik.org (Garrett Scott) Date: Wed, 17 Dec 2003 13:22:03 -0800 Subject: [rt-users] rt3: mod_perl2 problems (or apache 2) In-Reply-To: Message-ID: <35A83334B6930240B6C6058D5285607F6F30@EXC-LAX-C002.sylmark.com> I'm using rt3 (happily btw!) RH8 w/ mod_perl2, apache 2, etc. I'm well aware of the warnings surrounding such a combo. 2 main problems seem to be left to address: 1) Attachment sizes greater then some arbitrary value 2) The speed search box with redirection to a ticket or search (giving a 200 OK, and not auto redirecting) #1 isn't a high priority atm. However #2 is defiantly a pain, and effects usage on a daily basis. Has any progress been made or could someone point me to a patch (or the beginnings of one). If no progress has been made on it, I would gladly dive into the code should it be addressable on the RT code end. Just point me in the right direction. Thanks! ---- Garrett Scott From maxb at ukf.net Wed Dec 17 16:39:26 2003 From: maxb at ukf.net (Max Bowsher) Date: Wed, 17 Dec 2003 21:39:26 -0000 Subject: [rt-users] rt3: mod_perl2 problems (or apache 2) References: <35A83334B6930240B6C6058D5285607F6F30@EXC-LAX-C002.sylmark.com> Message-ID: <014001c3c4e6$41efe9b0$5300a8c0@starfruit> Garrett Scott wrote: > I'm using rt3 (happily btw!) RH8 w/ mod_perl2, apache 2, etc. I'm well > aware of the warnings surrounding such a combo. > > 2 main problems seem to be left to address: > 1) Attachment sizes greater then some arbitrary value > 2) The speed search box with redirection to a ticket or search (giving a > 200 OK, and not auto redirecting) > > #1 isn't a high priority atm. However #2 is defiantly a pain, and > effects usage on a daily basis. Has any progress been made or could > someone point me to a patch (or the beginnings of one). If no progress > has been made on it, I would gladly dive into the code should it be > addressable on the RT code end. > > Just point me in the right direction. Adding "$r->status(302);" before each "$m->redirect(...);" in index.html was suggested on this list, and works well. I believe this is just a kludge, though, as $m->redirect should be handling the status code itself. Max. From jesse at bestpractical.com Wed Dec 17 16:40:47 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 17 Dec 2003 16:40:47 -0500 Subject: [rt-users] rt3: mod_perl2 problems (or apache 2) In-Reply-To: <014001c3c4e6$41efe9b0$5300a8c0@starfruit> References: <35A83334B6930240B6C6058D5285607F6F30@EXC-LAX-C002.sylmark.com> <014001c3c4e6$41efe9b0$5300a8c0@starfruit> Message-ID: <20031217214047.GC18918@fsck.com> On Wed, Dec 17, 2003 at 09:39:26PM -0000, Max Bowsher wrote: > Garrett Scott wrote: > > I'm using rt3 (happily btw!) RH8 w/ mod_perl2, apache 2, etc. I'm well > > aware of the warnings surrounding such a combo. > > > > 2 main problems seem to be left to address: > > 1) Attachment sizes greater then some arbitrary value IIRC that's a bug in redhat's build. > > 2) The speed search box with redirection to a ticket or search (giving a > > 200 OK, and not auto redirecting) > Adding "$r->status(302);" before each "$m->redirect(...);" in index.html was > suggested on this list, and works well. I believe this is just a kludge, > though, as $m->redirect should be handling the status code itself. Once modperl2 is stable, I believe this is something that will be resolved at the HTML::Mason layer, not the RT layer. > Max. > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 Eric.Fretz at L-3ComCept.com Wed Dec 17 16:51:46 2003 From: Eric.Fretz at L-3ComCept.com (Eric Fretz) Date: Wed, 17 Dec 2003 15:51:46 -0600 Subject: [rt-users] Problems instlling RT 3.x on Mandrake 9.2 Message-ID: Has anyone had any luck installing RT 3.x on Mandrake Linux 9.2? Maybe I'm dense, but I can't seem to get Apache::DBI installed. Everytime it errors out with mysql test errors. Here's the output from doing a 'perl -MCPAN -e 'install Apache::DBI' ---------------------------------------------------------------------------- --------------- Checking if your kit is complete... Looks good Writing Makefile for Apache::DBI cp DBI.pm blib/lib/Apache/DBI.pm cp AuthDBI.pm blib/lib/Apache/AuthDBI.pm Manifying blib/man3/Apache::DBI.3pm Manifying blib/man3/Apache::AuthDBI.3pm /usr/bin/make -- OK Running make test PERL_DL_NONLAZY=1 /usr/bin/perl5.8.1 "-MExtUtils::Command::MM" "-e" "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t t/10mysql....NOK 3# Failed test (t/10mysql.t at line 30) t/10mysql....NOK 4# Failed test (t/10mysql.t at line 33) t/10mysql....NOK 6# Failed test (t/10mysql.t at line 38) t/10mysql....NOK 7# Failed test (t/10mysql.t at line 40) Use of uninitialized value in sprintf at /usr/lib/perl5/5.8.1/Test/Builder.pm line 618. # 'ne' # # undef # Looks like you failed 4 tests of 7. ---------------------------------------------------------------------------- --------------- My platform is Apache 2.0.47, Perl 5.8.0 and mysql 4.0.15 Any ideas? Thanks, Eric Eric Fretz L-3 Communications ComCept Division 2800 Discovery Blvd. Rockwall, TX 75032 tel: 972.772.7501 fax: 972.772.7510 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Aarlin.Help at latrobe.edu.au Wed Dec 17 21:15:06 2003 From: Aarlin.Help at latrobe.edu.au (Aarlin Help) Date: Thu, 18 Dec 2003 13:15:06 +1100 Subject: [rt-users] RT3 root account and password Message-ID: Greeting, list. I'm having trouble with the RT root account. Just installed it, changed password, and now the root password I thought I changed the default 'password' to doesn't work - I've probably forgotten the spelling/caps I used. Looking through the list archives, I found advice to do the following mysql> update rt3.Users set password = MD5('password') where name='root'; (to reset back to the default 'password') I have done this, and the mysql response is: Query OK, 1 row affected (0.00 sec) Rows matched: 1 Changed: 1 Warnings: 0 However, it still doesn't work. I'm now at the 'poke it with a stick' stage, and would appreciate any light thrown on my problem. I have Request Tracker 3.0.7_01 installed, and mysql> status reports: mysql Ver 11.18 Distrib 3.23.58, for pc-linux (i686) --Benji Benji Wakely or aarlin.help at latrobe.edu.au AARLIN Project +61 3 9479 2142 http://www.aarlin.edu.au From packet791 at yahoo.com Wed Dec 17 23:57:17 2003 From: packet791 at yahoo.com (Bill Shinn) Date: Wed, 17 Dec 2003 20:57:17 -0800 (PST) Subject: [rt-users] Automatic (intelligent) merging of tickets Message-ID: <20031218045717.77764.qmail@web14526.mail.yahoo.com> I am in the process of automating change and configuration management processes through the integration of RT with a slew of integrity tools like Tripwire and AIDE, and some other tools such as cvs, twiki, and PentaSafe/NetIQ's Vigilent Detect. I need some help figuring out where to start within the Perl modules and determining if this has already been done. Basically: - An integrity report runs on a server or network device. This is automatically mailed to RT. - If there is an open change request for that asset, determine if the change is authorized based on search patterns, content, and FQDN of the host or device. - If the change is authorized, merge the integrity report with the open ticket. - If the change is not authorized, or authorization cannot be determined, open a new ticket and wake someone up and/or route to a remediation queue. What is the correct place to start with this? Would the appropriate place be to write something and run it from RT::Interface::Email::Filter::???. I would need to add some queries and flow control which would accomplish the above criteria. The customization needs to supplant many of the steps below now done by humans (mainly me)... This manual workflow is fantastic for operations, security and auditing, but it needs a great deal of automation. For production environments (servers), it goes something like this: - A change request (server patch, user account, app install, config file change, etc.) is initiated into RT. - A custom field is used to assign the ticket to (TODO: one or more) assets based on the primary FQDN of the server. - The change request is assigned a priority. - The change request is assigned an owner. - The change is evaluated (TODO: and approved) for impact to the business, the production environment, and security considerations. - The change is made on a test server. - A scheduled or manual Tripwire or AIDE integrity report is run on the server. - When changes are found, the integrity report is preconfigured to automatically mail the changelog to the appropriate RT queue using the FQDN at DN as the source email address. The report also includes the primary FQDN of the host in a text MIME attachment and/or the body of the message. - A new ticket is generated setting the FQDN as the requester based on the source address. - The custom 'asset' field is also set to match the primary FQDN in the report. - The new ticket is reviewed and, if appropriate, merged with the already open ticket assigned to that "test" asset. THIS IS MANUAL and based on a query for open tickets, the asset field, AND the scope/nature of the change. - If there is no open ticket, then the change was probably not requested and the ticket is moved to a high priority queue reviewed/watched by both Security and Operations. Perhaps this is a false positive, so the ticket is assigned to someone who then tunes the integrity tool. - If there was an open ticket, and the reported change to the test environment matches the intended change, the change request can be moved (TODO: either a different status or a different queue) to a "production" ready status and authorized for release/turnover to the production server. - The change is made to the production server and the workflow repeats itself...looking for open, authorized tickets, etc. Anyone doing this already with some degree of automation? The manual steps are still very quick relative to less mature change control workflows, but automation would help considerably. Thanks. Bill __________________________________ Do you Yahoo!? Protect your identity with Yahoo! Mail AddressGuard http://antispam.yahoo.com/whatsnewfree From ritu at netcore.co.in Thu Dec 18 01:08:40 2003 From: ritu at netcore.co.in (Ritu Khetan) Date: Thu, 18 Dec 2003 11:38:40 +0530 Subject: [rt-users] Installing Digest::MD5 for RT In-Reply-To: References: Message-ID: <1071727720.23856.2.camel@efv2.netcore.co.in> Thanks Mike! This worked. Regards, Ritu On Wed, 2003-12-17 at 21:13, Mike Frazer wrote: > Set the LANG environment variable to not unclude UTF: > > First find out what it is set to (from a console): > > echo $LANG > > This should display something like: > > en_US.UTF-8 > > If it includes UTF, then change it to not include the .UFT-8 part: > > export LANG=en_US > > Now if you execcute "echo $LANG" again, it should display: > > en_US > > Now try to install Digest::MD5 again and it should work for you. > > NOTE: The "Missing separator" error was common for my installs on both > RH8 and RH9. This fix *should* help when you get those. > > -----Original Message----- > From: Ritu Khetan [mailto:ritu at netcore.co.in] > Sent: Wednesday, December 17, 2003 6:27 AM > To: Ruslan U. Zakirov > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] Installing Digest::MD5 for RT > > > Hi Ruslan, > > I didnt face this problem on RH8. I have 5.8.0 on that system > too. > > Regards, > Ritu > On Wed, 2003-12-17 at 16:50, Ruslan U. Zakirov wrote: > > > Ritu Khetan wrote: > > > Hello All, > > > > > > I am trying to install RT on RH9. For this RT , requires Digest::MD5 > > > 2.27. This version is not available on CPAN however. When I try to > > > install Digest::MD5 2.32 or Digest::MD5 2.33, I get following error: > > > > > > Digest::MD5 2.32 -> > > > #perl Makefile.PL > > > Testing alignment requirements for U32... no restrictions > > > Writing Makefile for Digest::MD5 > > > # make > > > Makefile:84: *** missing separator. Stop. > > > > > > Digest::MD5 2.33 -> > > > # perl Makefile.PL > > > Perl's config says that U32 access must be aligned. > > > Writing Makefile for Digest::MD5 > > > # make > > > Makefile:85: *** missing separator. Stop. > > > > > > Pls help. > > > > > You _must_ search for archives. > > There is other known issues with RH9. > > You must change LANG to something not UTF like. It's perl5.8.0+utf > > locale "feature". > > Good luck. Ruslan. > > > > > > ---------------------------------------------------------------- > > NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 > > MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in > > Pragatee: Integrated Server-Software Suite: http://www.pragatee.com > > Emergic Freedom: Server-centric Computing: http://www.emergic.com > > BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com > > Deeshaa: Rural Development: http://www.deeshaa.com > > Rajesh Jain's Weblog on Technology: http://www.emergic.org > ---------------------------------------------------------------- ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From sachinm at netcore.co.in Thu Dec 18 02:56:13 2003 From: sachinm at netcore.co.in (Sachin Murudkar) Date: Thu, 18 Dec 2003 13:26:13 +0530 Subject: [rt-users] Error Message-ID: <1071734173.21504.9.camel@efv2.netcore.co.in> Hello! I am trying to install RT on RH9, mod_perl-1.99_07 while installing module Apache::Request from cpan, I am facing error on command Makefile.PL [root at download libapreq-1.3]# perl Makefile.PL generating script t/TEST APXS (/usr/sbin/apxs) query for SBINDIR failed APXS (/usr/sbin/apxs) query for TARGET failed APXS (/usr/sbin/apxs) query for SYSCONFDIR failed Writing Makefile for libapreq Warning: -L../blib/arch/auto/libapreq changed to -L/usr/local/src/libapreq-1.3/Request/../blib/arch/auto/libapreq Writing Makefile for Apache::Request Warning: -L../blib/arch/auto/libapreq changed to -L/usr/local/src/libapreq-1.3/Cookie/../blib/arch/auto/libapreq Writing Makefile for Apache::Cookie Writing Makefile for libapreq Please help for further installation with Regards, Sachin ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From Sven.Buttler at de.enersysinc.com Thu Dec 18 03:52:13 2003 From: Sven.Buttler at de.enersysinc.com (Sven.Buttler at de.enersysinc.com) Date: Thu, 18 Dec 2003 09:52:13 +0100 Subject: [rt-users] Editing tickets / comments Message-ID: Hello everyone, First of all, let me tell you all how much we appreciate the effort you put into this product. We're using both RT and RT/FM and this is by far the most complete and sophisticated, yet easy to use help desk system. However, there's one detail I would like you to add. Privileged users _should_ be able to edit tickets and/or comments. We're using RT in a different way, tickets are not directly created by the user via mail. Instead people usually call us and tell us about a specific problem and its upon us to open a new ticket, so an editing option would really be a nice addition. Kind regards Sven Buttler -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at rnp.br Thu Dec 18 09:10:20 2003 From: alex at rnp.br (Alex S. Moura) Date: Thu, 18 Dec 2003 12:10:20 -0200 Subject: [rt-users] Re: Latin1 <-> utf-8 accented characters (brazilian portuguese) Message-ID: <008501c3c570$abbfab20$0d3f11c8@ncrj.rnp.br> Hello again, For those interested or curious about the quick survey I've posted a couple of days ago, I'd like to inform that I've received none replies, except for one person interested in the results. Best regards and Merry Christmas, Alex ----- Original Message ----- From: "Alex S. Moura" To: Sent: Monday, December 15, 2003 1:10 PM Subject: Latin1 <-> utf-8 accented characters (brazilian portuguese) > Hello, > > I'd like to request your help to solve a problem with latin-1 accented > characters. > > I need the information about which is the RT platform used by those who > *don't have* > any problems using RT and latin-1 accented characters, in email or web > interface. > > I'm aware there are brazilian users in the list and their contribution is > very important. > > To not disturb the list members, I ask you to submit your answer directly to > my email. > If someone else is interested in the same information, just let me know and > I can send > back the anonymized and summarized information. > > To make it easy to contribute, there's a record below: > ----------------------------------------------------------------- > -> Unix Operating System - version: > -> Perl - ver.: > -> Perl MIME modules - ver.: > -> Other relevant perl modules - ver.: > -> Apache - ver.: > ----------------------------------------------------------------- > > Thank you in advance, > > Alex > From fthommen at inf.ethz.ch Thu Dec 18 10:46:37 2003 From: fthommen at inf.ethz.ch (Frank Thommen) Date: Thu, 18 Dec 2003 16:46:37 +0100 Subject: [rt-users] where are the manpages (RT 3.0.7_01) Message-ID: <3FE1CBDD.4978A23D@inf.ethz.ch> Dear RT-users, `rt-mailgate --help` tells me `[...] See "man rt-mailgate" for more.`, but there are were no manpages installed for RT. Any ideas what we did wrong (everything else works perfectly) or where I can find more info about 'rt-mailgate', especially about the '--extension' option (what it is, what it does)? Thanks in advance frank ---------- Frank Thommen, Informatik Support Gruppe, D-INFK, ETH Zuerich E-Mail: fthommen at inf.ethz.ch; Tel: +41-1-63 27208 (Mo-Do) Web: http://www.isg.inf.ethz.ch ---------- From seph at directionless.org Thu Dec 18 11:10:41 2003 From: seph at directionless.org (seph) Date: Thu, 18 Dec 2003 11:10:41 -0500 Subject: [rt-users] Re: Editing tickets / comments In-Reply-To: (Sven Buttler's message of "Thu, 18 Dec 2003 09:52:13 +0100") References: Message-ID: > However, there's one detail I would like you to add. Privileged > users _should_ be able to edit tickets and/or comments. We're using > RT in a different way, tickets are not directly created by the user > via mail. Instead people usually call us and tell us about a > specific problem and its upon us to open a new ticket, so an editing > option would really be a nice addition. As documented, who can edit tickets is controlled by the acl and groups system. read the docs. seph From ekiczek at wcfia.harvard.edu Thu Dec 18 11:12:17 2003 From: ekiczek at wcfia.harvard.edu (ekiczek at wcfia.harvard.edu) Date: Thu, 18 Dec 2003 11:12:17 -0500 Subject: [rt-users] Re: Editing tickets / comments Message-ID: I will be out of the office beginning Thursday, December 18, 2003, and returning on Monday, January 5, 2004. Please address all immediate IT issues and concerns to helpdesk at wcfia.harvard.edu or call the IT Help Desk at 5-4674. Thank you. From seph at directionless.org Thu Dec 18 11:12:30 2003 From: seph at directionless.org (seph) Date: Thu, 18 Dec 2003 11:12:30 -0500 Subject: [rt-users] Re: where are the manpages (RT 3.0.7_01) In-Reply-To: <3FE1CBDD.4978A23D@inf.ethz.ch> (Frank Thommen's message of "Thu, 18 Dec 2003 16:46:37 +0100") References: <3FE1CBDD.4978A23D@inf.ethz.ch> Message-ID: > `rt-mailgate --help` tells me `[...] See "man rt-mailgate" for more.`, > but there are were no manpages installed for RT. Any ideas what we did > wrong (everything else works perfectly) or where I can find more info > about 'rt-mailgate', especially about the '--extension' option (what it > is, what it does)? the "man pages" are in perldoc. perldoc /path/to/rt-mailgate should show you what you want. Probably a bug that the help text says man page. seph From fthommen at inf.ethz.ch Thu Dec 18 11:26:32 2003 From: fthommen at inf.ethz.ch (Frank Thommen) Date: Thu, 18 Dec 2003 17:26:32 +0100 Subject: [rt-users] Re: where are the manpages (RT 3.0.7_01) References: <3FE1CBDD.4978A23D@inf.ethz.ch> Message-ID: <3FE1D538.DB11ED42@inf.ethz.ch> > the "man pages" are in perldoc. perldoc /path/to/rt-mailgate should > show you what you want. Probably a bug that the help text says man > page. Yup. That was it. Thanks a lot frank From mm at elabnet.de Thu Dec 18 12:36:00 2003 From: mm at elabnet.de (Michael Markstaller) Date: Thu, 18 Dec 2003 18:36:00 +0100 Subject: [rt-users] How to get rid of the "from" header / RT 3.0.6 on Debian 3.0 Message-ID: <246BE4BBD2754248AD5C14E535004ABA2A3DC0@elab4.elabnet.com> Hi, I've serached the list and went through the FAQ's but I cannot work out how to get rid of the from header in the envelope of mails getting sent out. The emails are all ok, also the "From: " is being set correctly by RT but for some reason, exim (or RT?) still inserts www-data at DOMAIN into the mails sent out which leads to some confusion, and problems with rather not-so-intelligent mail filters which treat the www-data at .. as sender instead of the queues' RT adress. Running RT 3.0.6 on Debian 3.0 with exim out-of the box. according to the FAQ I've set in exim.conf: trusted_users = mail:uucp:www-data but that seems to have no effect.. the Email-header still looks like this (replaced some private stuff) --- cut --- >From www-data at mydomain.com Thu Dec 18 17:14:31 2003 Return-Path: ... Received: from www-data by HOST.MYDOMAIN.com with local (Exim 3.36 #1 (Debian)) ... Reply-To: rt at MYDOMAIN.com <--- THIS is ok To: xyz at gmx.de X-RT-Loop-Prevention: RT-NAME From: "Michael Markstaller (RT-NAME)" <--- THIS is also ok --- cut --- my RT_SiteConfig.pm (FriendlyFrom works fine) --- cut --- Set($MailCommand , 'sendmailpipe'); Set($SendmailArguments , "-oi -t"); Set($UseFriendlyFromLine , 1); Set($FriendlyFromLineFormat , "\"%s (RT-NAME)\" <%s>"); --- cut --- maybe there's sbdy with a small hint what I could have overseen. thanks, Michael From rt at anothy.9srv.net Thu Dec 18 12:36:01 2003 From: rt at anothy.9srv.net (Anthony Sorace) Date: Thu, 18 Dec 2003 17:36:01 +0000 Subject: [rt-users] SelfService behavior modification Message-ID: The default behavior of the SelfService is pretty good, and certainly the most reasonable default, but we've got something else in mind. :-) Here's what we'd like to see: Customer A has three (non-privileged) users who use RT to submit and track issues Customer B has three (non-privileged) users who use RT to submit and track issues Users from Customer A can log in and see all tickets submitted by all Customer A's users Same for Customer B They MUST NOT see any of the other customer's tickets I've been thinking this could be done with distinct queues: Customer A gets a queue with all their tickets in it, and I can modify the SelfService page to restrict by queue, not user. This would, as near as I can tell, involve a new database table linking user to default/restricted queue, so the SelfService could do a lookup on a given user to see what queue to display. Thoughts? Also, this would help with another issue: when one of these users create a ticket, I'd like it to go to a default queue. That is, when a user from Customer A creates a ticket, I'd like it to go to the queue defined either by customer (if we use the above scheme) or by the internal group responsible for that customer. My first thought here was a new Scrip that essentially did something like: on Create if user = user1 Queue = CustomerA if user = user2 Queue = CustomerB and so on, but, well, we've got a few hundred customers, with one to four users per customer, and about six internal groups, so any work put into a database-based solution would quickly be dwarfed by maintaining this massive ugly string of ifs. Any thoughts on how to do this are welcomed. The scalability and ability of non-perl people to maintain this list are key points. We're going live with the default behavior in a week or so; again, it's a reasonable default, and people are already pretty excited about what that's giving us. Much thanks, some guy from jersey. ? From rob at myinternetplace.net Thu Dec 18 13:10:17 2003 From: rob at myinternetplace.net (Rob Walker) Date: Thu, 18 Dec 2003 10:10:17 -0800 Subject: [rt-users] Can't call method "Parse" when sending email ... SendEmail.pm && rt-crontool Message-ID: <87k74u2e0m.fsf@ladle.net> [Sorry if this comes through two times, I posted this last Monday, but haven't seen it on the list.] I have looked online, and the only other question about this topic is found in the question at http://lists.fsck.com/pipermail/rt-users/2003-May/013943.html but there is not any answers posted to that thread. I need to send an email to everyone who has a ticket open which is overdue. When I run rt-crontool from the command line, I get the following errors: rt-crontool --verbose \ --search RT::Search::ActiveTicketsInQueue \ --search-arg General \ --condition RT::Condition::Overdue \ --action RT::Action::SendEmail [Tue Dec 16 00:50:49 2003] [crit]: Can't call method "Parse" on an undefined value at /usr/share/perl5/RT/Action/SendEmail.pm line 210. (/usr/share/perl5/RT.pm:254) I have updated the SendEmail.pm file to be the one from 2.0.7, but the changes there are a Cc -> Bcc typo fix and a || die; on a sendmail call. Doesn't seem to be too much of a change. Rob From mikep at uclink.berkeley.edu Thu Dec 18 14:24:08 2003 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Thu, 18 Dec 2003 11:24:08 -0800 Subject: [rt-users] Rights: Modify Ticket In-Reply-To: <20031218170008.E05E211480@pallas.eruditorum.org> References: <20031218170008.E05E211480@pallas.eruditorum.org> Message-ID: <3FE1FED8.90702@uclink.berkeley.edu> When our users try to reassign a ticket to another person, and the ticket is owned by someone else, they get this message: "You can only reassign tickets that you own or that are unowned" But I find that odd because they belong to a group with "Modify Ticket" rights on that queue, which I thought meant that they could "Change Owner" according to the April 13th 2003 draft manual pg 54. I've tried assigning "Modify Ticket" with all Queue/Global Individual/Group combinations and I still get that result. A workaround is to "Steal" the ticket, then reassign it, but this isn't ideal. I logged in as root with full privs, I have the same problem. Is it just me or is this how RT is supposed to behave. Setup: FreeBSD: 4.8, RT: 3.0.7, MySQL: 4.0.16, Apache+ssl: 1.3.28, Perl 5.8.1, mod_perl-1.28 all installed from ports. From Michael.Frazer at InterCept.Net Thu Dec 18 14:44:26 2003 From: Michael.Frazer at InterCept.Net (Mike Frazer) Date: Thu, 18 Dec 2003 14:44:26 -0500 Subject: [rt-users] RT3 root account and password Message-ID: If I recall properly, RT3 uses a base-64 digest of an MD5 hash. Simply doing an MD5 could potentially cause issues with the database -- perhaps with different character sets, or what-have-you -- because it could possibly create unstorable characters. Someone correct me if I'm wrong. All I know for certain is that I've found a Javascript that does it properly. http://pajhome.org.uk/crypt/md5/md5src.html Using the function b64_md5(input_string) should get you what you're looking for. I've tested it and it works. Just need to whip up a webpage that will utilize the script and print out the new password, then you can insert that value directly into the table instead of using an internal MySQL function to do it. At least that's the only way I know of to do it without jumping through hoops and over open flames. -----Original Message----- From: Aarlin Help [mailto:Aarlin.Help at latrobe.edu.au] Sent: Wednesday, December 17, 2003 9:15 PM To: rt-users at lists.fsck.com Subject: [rt-users] RT3 root account and password Greeting, list. I'm having trouble with the RT root account. Just installed it, changed password, and now the root password I thought I changed the default 'password' to doesn't work - I've probably forgotten the spelling/caps I used. Looking through the list archives, I found advice to do the following mysql> update rt3.Users set password = MD5('password') where name='root'; (to reset back to the default 'password') I have done this, and the mysql response is: Query OK, 1 row affected (0.00 sec) Rows matched: 1 Changed: 1 Warnings: 0 However, it still doesn't work. I'm now at the 'poke it with a stick' stage, and would appreciate any light thrown on my problem. I have Request Tracker 3.0.7_01 installed, and mysql> status reports: mysql Ver 11.18 Distrib 3.23.58, for pc-linux (i686) --Benji Benji Wakely or aarlin.help at latrobe.edu.au AARLIN Project +61 3 9479 2142 http://www.aarlin.edu.au _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 ah3 at mlz.us Thu Dec 18 15:06:14 2003 From: ah3 at mlz.us (Andy Harrison) Date: Thu, 18 Dec 2003 15:06:14 -0500 Subject: [rt-users] Determining Group Membership Message-ID: <20031218150614.2a8e4f60.ah3@mlz.us> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I'd like to make my custom ticket creation for automatically turn on SELECTED for the a particular group in the Group listbox. perldoc Users_Overlay cites: MemberOfGroup PRINCIPAL_ID takes one argument, a group's principal id. Limits the returned set to members of a given group So I tried adding this to INIT: use RT::Users my $UserObj = new RT::Users($session{'CurrentUser'}); and this to the main portion of the form: % print "
    \n:::", $UserObj->MemberOfGroup(336), ":::

    \n"; It prints out :::CachedGroupMembers_2::: I also tried: user RT::Group; my $GroupObj = new RT::Group($session{'CurrentUser'}); % print "
    \n:::", $GroupObj->MembersObj(336), "  :::

    \n"; Which returns: :::RT::GroupMembers=HASH(0x96d4e28)::: I've verified that this *is* the group id I'm looking for: rt3=# select * from groups where id = '336'; id | name | description | domain | type | instance - -----+--------+--------------------+-------------+------+---------- 336 | SysOps | Systems Operations | UserDefined | | (1 row) rt3=# select * from principals where id = '336'; id | principaltype | objectid | disabled - -----+---------------+----------+---------- 336 | Group | 336 | 0 (1 row) Could anyone shed any light on how to do this? Thanx! - -- Andy Harrison (full headers for details) -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.3 (FreeBSD) iD8DBQE/4gi2CYaHi6DasBoRAsMHAJ4+LEeGphSdOFzpvTo6LozP2fYN8gCgjf2O jiRnMmUj2dbSOxqVufENKrk= =2zGV -----END PGP SIGNATURE----- From seph at directionless.org Thu Dec 18 15:10:28 2003 From: seph at directionless.org (seph) Date: Thu, 18 Dec 2003 15:10:28 -0500 Subject: [rt-users] Re: How to get rid of the "from" header / RT 3.0.6 on Debian 3.0 In-Reply-To: <246BE4BBD2754248AD5C14E535004ABA2A3DC0@elab4.elabnet.com> (Michael Markstaller's message of "Thu, 18 Dec 2003 18:36:00 +0100") References: <246BE4BBD2754248AD5C14E535004ABA2A3DC0@elab4.elabnet.com> Message-ID: > but that seems to have no effect.. the Email-header still looks like this > (replaced some private stuff) > --- cut --- >>From www-data at mydomain.com Thu Dec 18 17:14:31 2003 > Return-Path: > ... > Received: from www-data by HOST.MYDOMAIN.com with local (Exim 3.36 #1 (Debian)) > ... > Reply-To: rt at MYDOMAIN.com <--- THIS is ok > To: xyz at gmx.de > X-RT-Loop-Prevention: RT-NAME > From: "Michael Markstaller (RT-NAME)" <--- THIS is also ok > --- cut --- I don't see a bogus Sender or From header in that. are you complaining about the Return-Path, or the first line which was ">From"? seph From rt at chaka.net Thu Dec 18 14:44:44 2003 From: rt at chaka.net (Todd Chapman) Date: Thu, 18 Dec 2003 14:44:44 -0500 Subject: [rt-users] How to create approvals directly? Message-ID: <20031218194444.GO17728@chaka.net> We are using RT 3.0.7_01. In our environment, a ticket would be submitted that asks for a number of resources. Each resource would be provided by a different group. I modified the Relationships part of Ticket/Display.html (which is the Mason component "ShowLinks" so that when the heading "Children" is clicked on a new ticket is created that has the "Parents" field already set. What I would also like to do is have the created ticket be an approval. I added Type=Approval to the link but that didn't seem to work, as the ticket didn't show up in Approvals/ for the ticket owner. What am I doing wrong? I am trying to stay away from the approvals example in the documentation because it seems to require creating a ticket in a special queue that would then run a scrip that creates the approval ticket? Why create two tickets instead of creating one approval ticket by directly clicking a link/button? All comments appreciated. Thanks! -Todd From mm at elabnet.de Thu Dec 18 15:37:24 2003 From: mm at elabnet.de (Michael Markstaller) Date: Thu, 18 Dec 2003 21:37:24 +0100 Subject: [rt-users] RE: How to get rid of the "from" header / RT 3.0.6 on Debian 3.0 Message-ID: <246BE4BBD2754248AD5C14E535004ABA2A3DC2@elab4.elabnet.com> Yes, it's about the "From www-data" which for some reason appears, I haven't digged to deep but probably this is caused by the "Return-Path: " header. I'm looking for a possibility to set this to the queue-address, the comment-address or at least something *not* named www-data ;) Backgroud is, that for instance this address is taken as sender when being blocked somewhere for some reason, for instance in mailsweeper at the recipient and BTW: I'm aware this leads to bounces being sent back into the ticket - that's what I'm looking for (i.e. the owner gets notified that something with his answer went wrong). Michael -----Original Message----- From: seph [mailto:seph at directionless.org] Sent: Thursday, December 18, 2003 9:10 PM To: Michael Markstaller Cc: rt-users at lists.fsck.com Subject: Re: How to get rid of the "from" header / RT 3.0.6 on Debian 3.0 I don't see a bogus Sender or From header in that. are you complaining about the Return-Path, or the first line which was ">From"? seph From rt at linuxguy.com Thu Dec 18 15:51:23 2003 From: rt at linuxguy.com (Walt Reed) Date: Thu, 18 Dec 2003 15:51:23 -0500 Subject: [rt-users] RE: How to get rid of the "from" header / RT 3.0.6 on Debian 3.0 In-Reply-To: <246BE4BBD2754248AD5C14E535004ABA2A3DC2@elab4.elabnet.com> References: <246BE4BBD2754248AD5C14E535004ABA2A3DC2@elab4.elabnet.com> Message-ID: <20031218205123.GD2271@hubinternet.com> On Thu, Dec 18, 2003 at 09:37:24PM +0100, Michael Markstaller said: > Yes, it's about the "From www-data" which for some reason appears, > I haven't digged to deep but probably this is caused by the > "Return-Path: " header. You need to add the www-data user to the trusted user list in your MTA. From rt at chaka.net Thu Dec 18 15:39:21 2003 From: rt at chaka.net (Todd Chapman) Date: Thu, 18 Dec 2003 15:39:21 -0500 Subject: [rt-users] How to create approvals directly? In-Reply-To: <20031218194444.GO17728@chaka.net> References: <20031218194444.GO17728@chaka.net> Message-ID: <20031218203921.GP17728@chaka.net> Answering my own question: I am still learning the RT architecture. Here is what I did to make this work. It's not necessarily the best way but it works and I can refine it later. 1. Change ShowLink so that Children is a link: <&|/l&>Children: 2. In Ticket/Create.html add an ARG and and a new hidden field: $Type => 'ticket' > 3. In lib/RT/Interface/Web.pm add Type to the create_args hash in sub CreateTicket: my %create_args = ( Type => $ARGS{'Type'} || 'ticket', Eventually I'll add a drop-down for Type on the Create.html form, but this works for now. -Todd On Thu, Dec 18, 2003 at 02:44:44PM -0500, Todd Chapman wrote: > We are using RT 3.0.7_01. > > In our environment, a ticket would be submitted that > asks for a number of resources. Each resource would > be provided by a different group. I modified the > Relationships part of Ticket/Display.html (which is > the Mason component "ShowLinks" so that when the > heading "Children" is clicked on a new ticket is > created that has the "Parents" field already set. > > What I would also like to do is have the created > ticket be an approval. I added Type=Approval to the > link but that didn't seem to work, as the ticket > didn't show up in Approvals/ for the ticket owner. > > What am I doing wrong? > > I am trying to stay away from the approvals example > in the documentation because it seems to require > creating a ticket in a special queue that would then > run a scrip that creates the approval ticket? Why > create two tickets instead of creating one approval > ticket by directly clicking a link/button? > > All comments appreciated. > > Thanks! > > -Todd > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 twilde at dyndns.org Thu Dec 18 16:47:09 2003 From: twilde at dyndns.org (Tim Wilde) Date: Thu, 18 Dec 2003 16:47:09 -0500 (EST) Subject: [rt-users] RT2 to RT3 Conversion Problem Message-ID: I'm having a problem with the rt-2.0-to-dumpfile script attempting to allocate too much memory, and crashing out. It worked a week ago, but I must have acquired just enough new users and other metadata now to make it need more than 512MB of RAM: time perl rt-2.0-to-dumpfile DUMP1 Out of memory during "large" request for 33558528 bytes, total sbrk() is 521551872 bytes at /usr/local/lib/perl5/5.8.2/i386-freebsd/Data/Dumper.pm line 158. real 6m1.820s user 5m38.600s sys 0m7.820s Any suggestions on how to make it put less data into RAM? It seems like it shouldn't be a problem, since only 25MB or so is actually in the metadata file when it completes (when it ran fully a week ago, that is). Thanks. Tim Wilde -- Tim Wilde twilde at dyndns.org Systems Administrator Dynamic DNS Network Services http://www.dyndns.org/ From seph at directionless.org Thu Dec 18 17:01:40 2003 From: seph at directionless.org (seph) Date: Thu, 18 Dec 2003 17:01:40 -0500 Subject: [rt-users] Re: How to get rid of the "from" header / RT 3.0.6 on Debian 3.0 In-Reply-To: <246BE4BBD2754248AD5C14E535004ABA2A3DC2@elab4.elabnet.com> (Michael Markstaller's message of "Thu, 18 Dec 2003 21:37:24 +0100") References: <246BE4BBD2754248AD5C14E535004ABA2A3DC2@elab4.elabnet.com> Message-ID: > Yes, it's about the "From www-data" which for some reason appears, > I haven't digged to deep but probably this is caused by the > "Return-Path: " header. > I'm looking for a possibility to set this to the queue-address, > the comment-address or at least something *not* named www-data ;) In your original message, you listed the header as being: >From www-data at mydomain.com Thu Dec 18 17:14:31 2003 that doesn't look like a from header because it starts with a '>' and it has a date in it. It looks more like an mbox seperator to me, but I'm rusty on mbox. > Backgroud is, that for instance this address is taken as sender when > being blocked somewhere for some reason, for instance in mailsweeper > at the recipient and > BTW: I'm aware this leads to bounces being sent back into the ticket - > that's what I'm looking for (i.e. the owner gets notified that something > with his answer went wrong). I think what's happening is that the end MTA is rejecting the message. While this does result in a bounce being generated, it's very different than the remote MTA generating the bounce. I don't remember offhand what exim uses to generate a bounce for rejected mail. seph From chris at mazunetworks.com Thu Dec 18 17:28:35 2003 From: chris at mazunetworks.com (Chris North) Date: Thu, 18 Dec 2003 17:28:35 -0500 Subject: [rt-users] Problem with rt-mailgate (3.0.7) Message-ID: I'm migrating from RT 2 to RT3. RT3 works well except for rt-mailgate. Anyone got any ideas? Mail to rt-mailgate fails with the error: (Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPF) I tried running rt-mailgate on the command line with debugging on and see the "server error" but can't tell what failed. cat chris |/usr/local/rt3/bin/rt-mailgate --queue it --action correspond --url https://localhost/ --debug Connecting to https://localhost//REST/1.0/NoAuth/mail-gateway at /usr/local/rt3/bin/rt-mailgate line 444, <> chunk 1. %# 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 <%ARGS> $message $queue => 1 $action => "correspond" $ticket => undef <%init> use RT::Interface::Email; my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway(\%ARGS); <%flags> inherit => undef # inhibit UTF8 conversion done in /autohandler % if ($status == -75 ) { temporary failure % } % elsif ($status == 1) { ok % if ( $Ticket->Id ) { Ticket: <% $Ticket->Id %> Queue: <% $Ticket->QueueObj->Name %> Owner: <% $Ticket->OwnerObj->Name %> Status: <% $Ticket->Status %> Subject: <% $Ticket->Subject %> Requestor: <% $Ticket->Requestors->MemberEmailAddressesAsString %> % } % } else { not ok - <%$error%> % } RT server error. The RT server which handled your email did not behave as expected. It said: %# 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 <%ARGS> $message $queue => 1 $action => "correspond" $ticket => undef <%init> use RT::Interface::Email; my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway(\%ARGS); <%flags> inherit => undef # inhibit UTF8 conversion done in /autohandler % if ($status == -75 ) { temporary failure % } % elsif ($status == 1) { ok % if ( $Ticket->Id ) { Ticket: <% $Ticket->Id %> Queue: <% $Ticket->QueueObj->Name %> Owner: <% $Ticket->OwnerObj->Name %> Status: <% $Ticket->Status %> Subject: <% $Ticket->Subject %> Requestor: <% $Ticket->Requestors->MemberEmailAddressesAsString %> % } % } else { not ok - <%$error%> % } From witold_koziel at kaplan.com Thu Dec 18 18:08:07 2003 From: witold_koziel at kaplan.com (Witold Koziel) Date: Thu, 18 Dec 2003 18:08:07 -0500 Subject: [rt-users] GroupService RT3 Message-ID: <8DF9D814B996F54C8FAE018DB1CA6A2FFCC096@888mail1.kaplaninc.com> We have recently migrated from RT1 to RT 3.0.7_01. I'm looking to implement functionality described in http://www.fsck.com/pub/rt/contrib/2.0/GroupService.README http://www.fsck.com/pub/rt/contrib/2.0/groupservice.tar.gz Is anyone using it with RT 3.0.7_01? -Thanks, Witek From dostrom at umich.edu Thu Dec 18 18:06:14 2003 From: dostrom at umich.edu (Dan L. Ostrom) Date: Thu, 18 Dec 2003 18:06:14 -0500 Subject: [rt-users] RT maintenance tonight Message-ID: <4.2.0.58.20031218180342.00a71b98@d.imap.itd.umich.edu> All, I apologize for not getting this out earlier: We will be taking the RT system down this evening from 7pm - 8pm during our normally scheduled maintenance window. All RT functions will be unavailable at this time. For fastest response, please submit all questions and service requests via email to: rt-support at umich.edu From jesse at bestpractical.com Thu Dec 18 18:17:34 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 18 Dec 2003 18:17:34 -0500 Subject: [rt-users] RT maintenance tonight In-Reply-To: <4.2.0.58.20031218180342.00a71b98@d.imap.itd.umich.edu> References: <4.2.0.58.20031218180342.00a71b98@d.imap.itd.umich.edu> Message-ID: <20031218231734.GV18918@fsck.com> On Thu, Dec 18, 2003 at 06:06:14PM -0500, Dan L. Ostrom wrote: > We will be taking the RT system down this evening from > 7pm - 8pm during our normally scheduled maintenance window. > > All RT functions will be unavailable at this time. > You may be taking down UMich's RT unstance this evening, but the rest of the world's RT instances should be just fine. Everyone not at UMich should disregard Dan's notice. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From dostrom at umich.edu Thu Dec 18 18:11:54 2003 From: dostrom at umich.edu (Dan L. Ostrom) Date: Thu, 18 Dec 2003 18:11:54 -0500 Subject: [rt-users] RT maintenance tonight In-Reply-To: <4.2.0.58.20031218180342.00a71b98@d.imap.itd.umich.edu> Message-ID: <4.2.0.58.20031218181054.012ab058@d.imap.itd.umich.edu> Apologies, this obviously went to the wrong group Sorry. At 06:06 PM 12/18/2003, Dan L. Ostrom wrote: >All, > I apologize for not getting this out earlier: > > > We will be taking the RT system down this evening from >7pm - 8pm during our normally scheduled maintenance window. > > All RT functions will be unavailable at this time. > > > > For fastest response, please submit all questions > and service requests via email to: > > rt-support at umich.edu >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From mm at elabnet.de Thu Dec 18 19:42:25 2003 From: mm at elabnet.de (Michael Markstaller) Date: Fri, 19 Dec 2003 01:42:25 +0100 Subject: [rt-users] RE: How to get rid of the "from" header / RT 3.0.6 on Debian 3.0 Message-ID: <246BE4BBD2754248AD5C14E535004ABA2A3DCA@elab4.elabnet.com> > You need to add the www-data user to the trusted user list in your MTA. That's what I did first, exim.conf contains: "trusted_users = mail:uucp:www-data" for now I think the problem is the "Return-Path:" header-field being set to www-data at domain.com instead of rt at domain.com still looking to somehow change this.. Michael From Aarlin.Help at latrobe.edu.au Thu Dec 18 20:01:05 2003 From: Aarlin.Help at latrobe.edu.au (Aarlin Help) Date: Fri, 19 Dec 2003 12:01:05 +1100 Subject: [rt-users] RT3 root account and password Message-ID: Hi Mike. Thanks for the advice, but it didn't help. Generating an MD5 hash via that javascript page comes up with the same string as mysql's MD5() function. Any other suggestions? --Benji Benji Wakely or aarlin.help at latrobe.edu.au AARLIN Project +61 3 9479 2142 http://www.aarlin.edu.au -----Original Message----- From: Mike Frazer [mailto:Michael.Frazer at InterCept.Net] Sent: Friday, 19 December 2003 6:44 AM To: Aarlin Help; rt-users at lists.fsck.com Subject: RE: [rt-users] RT3 root account and password If I recall properly, RT3 uses a base-64 digest of an MD5 hash. Simply doing an MD5 could potentially cause issues with the database -- perhaps with different character sets, or what-have-you -- because it could possibly create unstorable characters. Someone correct me if I'm wrong. All I know for certain is that I've found a Javascript that does it properly. http://pajhome.org.uk/crypt/md5/md5src.html Using the function b64_md5(input_string) should get you what you're looking for. I've tested it and it works. Just need to whip up a webpage that will utilize the script and print out the new password, then you can insert that value directly into the table instead of using an internal MySQL function to do it. At least that's the only way I know of to do it without jumping through hoops and over open flames. -----Original Message----- From: Aarlin Help [mailto:Aarlin.Help at latrobe.edu.au] Sent: Wednesday, December 17, 2003 9:15 PM To: rt-users at lists.fsck.com Subject: [rt-users] RT3 root account and password Greeting, list. I'm having trouble with the RT root account. Just installed it, changed password, and now the root password I thought I changed the default 'password' to doesn't work - I've probably forgotten the spelling/caps I used. Looking through the list archives, I found advice to do the following mysql> update rt3.Users set password = MD5('password') where name='root'; (to reset back to the default 'password') I have done this, and the mysql response is: Query OK, 1 row affected (0.00 sec) Rows matched: 1 Changed: 1 Warnings: 0 However, it still doesn't work. I'm now at the 'poke it with a stick' stage, and would appreciate any light thrown on my problem. I have Request Tracker 3.0.7_01 installed, and mysql> status reports: mysql Ver 11.18 Distrib 3.23.58, for pc-linux (i686) --Benji Benji Wakely or aarlin.help at latrobe.edu.au AARLIN Project +61 3 9479 2142 http://www.aarlin.edu.au _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 dpuryear at usa.net Thu Dec 18 22:43:23 2003 From: dpuryear at usa.net (Dustin Puryear) Date: Thu, 18 Dec 2003 21:43:23 -0600 Subject: [rt-users] RT3 root account and password References: Message-ID: <004101c3c5e2$4265bb70$6701a8c0@dpboxen> Do you have any other accounts in rt? Do you know their password? If so copy that password hash to the root account's password field in MySQL and be done with it. ----- Original Message ----- From: "Aarlin Help" To: "Mike Frazer" ; Sent: Thursday, December 18, 2003 7:01 PM Subject: RE: [rt-users] RT3 root account and password Hi Mike. Thanks for the advice, but it didn't help. Generating an MD5 hash via that javascript page comes up with the same string as mysql's MD5() function. Any other suggestions? From sachinm at netcore.co.in Thu Dec 18 23:43:15 2003 From: sachinm at netcore.co.in (Sachin Murudkar) Date: Fri, 19 Dec 2003 10:13:15 +0530 Subject: [rt-users] Warnings Message-ID: <1071808995.30717.5.camel@efv2.netcore.co.in> Hello! Is there any other person who can guide me in installation as ekiczek.. is out of office for few days. I am trying to install RT on RH9, mod_perl-1.99_07 while installing module Apache::Request from cpan, I am facing error on command Makefile.PL [root at download libapreq-1.3]# perl Makefile.PL generating script t/TEST APXS (/usr/sbin/apxs) query for SBINDIR failed APXS (/usr/sbin/apxs) query for TARGET failed APXS (/usr/sbin/apxs) query for SYSCONFDIR failed Writing Makefile for libapreq Warning: -L../blib/arch/auto/libapreq changed to -L/usr/local/src/libapreq-1.3/Request/../blib/arch/auto/libapreq Writing Makefile for Apache::Request Warning: -L../blib/arch/auto/libapreq changed to -L/usr/local/src/libapreq-1.3/Cookie/../blib/arch/auto/libapreq Writing Makefile for Apache::Cookie Writing Makefile for libapreq Please help for further installation with Regards, Sachin ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From martin.green at firstinternetservices.com Fri Dec 19 00:13:18 2003 From: martin.green at firstinternetservices.com (Martin J. Green) Date: Fri, 19 Dec 2003 05:13:18 -0000 Subject: [rt-users] Warnings References: <1071808995.30717.5.camel@efv2.netcore.co.in> Message-ID: <003301c3c5ee$d2ecf9e0$78fdb251@morpheus> If you're using apache 1.3* then you have the wrong version of mod_perl ----- Original Message ----- From: Sachin Murudkar To: rt-users at lists.fsck.com Sent: Friday, December 19, 2003 4:43 AM Subject: [rt-users] Warnings Hello! Is there any other person who can guide me in installation as ekiczek.. is out of office for few days. I am trying to install RT on RH9, mod_perl-1.99_07 while installing module Apache::Request from cpan, I am facing error on command Makefile.PL [root at download libapreq-1.3]# perl Makefile.PL generating script t/TEST APXS (/usr/sbin/apxs) query for SBINDIR failed APXS (/usr/sbin/apxs) query for TARGET failed APXS (/usr/sbin/apxs) query for SYSCONFDIR failed Writing Makefile for libapreq Warning: -L../blib/arch/auto/libapreq changed to -L/usr/local/src/libapreq-1.3/Request/../blib/arch/auto/libapreq Writing Makefile for Apache::Request Warning: -L../blib/arch/auto/libapreq changed to -L/usr/local/src/libapreq-1.3/Cookie/../blib/arch/auto/libapreq Writing Makefile for Apache::Cookie Writing Makefile for libapreq Please help for further installation with Regards, Sachin ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- ------------------------------------------------------------------------------ _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? 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URL: From vance at aurema.com Fri Dec 19 00:19:52 2003 From: vance at aurema.com (Christopher Vance) Date: Fri, 19 Dec 2003 16:19:52 +1100 Subject: [rt-users] rt3 problem Message-ID: <20031219051952.GB7241@aurema.com> My rt3 says | System error | error: Can't locate object method "script_name" via package "HTML::Mason::FakeApache" at /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/FakeApache.pm line 73. | context: | ... | 69: | 70: sub uri { | 71: my $self = shift; | 72: | 73: $self->{uri} ||= $self->script_name . $self->path_info || ''; | 74: } | 75: | 76: # Is this available in CGI? | 77: # sub filename {} | ... | code stack: /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/FakeApache.pm:73 | g /usr/local/rt3/share/html/Elements/Login:48 | g /usr/local/rt3/share/html/autohandler:195 | g The environment is FreeBSD 4.9-STABLE RT3.0.7 perl-5.8.2_2 apache-2.0.48_1 mod_fastcgi-2.4.0 mysql-client-4.0.16 with additional dependencies listed below. Any suggestions how I should fix this, or work out what needs to be updated? My config file used to work before with RT 3, perl 5.8.(<2), apache 2, and mysql 4. I have already rebuilt all perl packages for 5.8.2. (I use FreeBSD ports, and portupgrade to update things.) p5-HTML-Tagset-3.03 p5-libapreq-1.3 p5-base-2.03 p5-HTML-Parser-3.34 p5-URI-1.28 p5-Time-modules-2003.1126 p5-Time-HiRes-1.52,1 p5-Text-Wrapper-1.000 p5-Text-Template-1.44 p5-Text-Reform-1.11 p5-Test-Harness-2.38 p5-Text-Autoformat-1.12 p5-Test-Simple-0.47_1 p5-Text-Quoted-1.3 p5-Test-Inline-0.15 p5-Term-ReadKey-2.21 p5-Storable-2.08 p5-Regexp-Common-2.113 p5-PodParser-1.26 p5-Params-Validate-0.72 p5-Net-SSLeay-1.23 p5-Authen-SASL-2.06 p5-Mail-Tools-1.60 p5-FreezeThaw-0.43 p5-IO-stringy-2.108 p5-MIME-Base64-2.21 p5-Log-Dispatch-2.03 p5-I18N-LangTags-0.29 p5-Locale-Maketext-1.06 p5-Locale-Maketext-Lexicon-0.33 p5-IPC-ShareLite-0.09 p5-MIME-Tools-5.411a_3,1 p5-IO-Socket-SSL-0.92 p5-Locale-Maketext-Fuzzy-0.02 p5-libwww-5.75 p5-WWW-Mechanize-0.61 p5-HTML-Tree-3.18 p5-Digest-1.05 p5-Font-AFM-1.18 p5-Getopt-Long-2.34 p5-MLDBM-2.01 p5-HTML-Format-2.03 p5-File-Temp-0.12_1 fcgi-devkit-2.4.0 p5-Carp-Assert-0.17 p5-Error-0.15 p5-Digest-SHA1-2.07 p5-Cache-Cache-1.02 p5-Digest-MD5-2.33 p5-Devel-StackTrace-1.04 p5-Class-ReturnValue-0.52 p5-DBI-1.38 p5-DBIx-SearchBuilder-0.94 p5-Class-Fields-0.201 p5-Class-Data-Inheritable-0.02 p5-Class-Container-0.10 p5-Exception-Class-1.16 p5-HTML-Mason-1.24 p5-CGI.pm-3.00,1 p5-Net-1.17,1 p5-Apache-Session-1.54_2 p5-DBD-mysql-2.9003 mod_perl-1.28 p5-FastCGI-0.67 expat-1.95.6_1 -- Christopher Vance From jesse at bestpractical.com Fri Dec 19 00:25:46 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 19 Dec 2003 00:25:46 -0500 Subject: [rt-users] rt3 problem In-Reply-To: <20031219051952.GB7241@aurema.com> References: <20031219051952.GB7241@aurema.com> Message-ID: <20031219052546.GX18918@fsck.com> Upgrade to the current version of HTML::Mason On Fri, Dec 19, 2003 at 04:19:52PM +1100, Christopher Vance wrote: > My rt3 says > > | System error > | error: Can't locate object method "script_name" via package > "HTML::Mason::FakeApache" at > /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/FakeApache.pm line 73. > | context: > | ... > | 69: > | 70: sub uri { > | 71: my $self = shift; > | 72: > > | 73: $self->{uri} ||= $self->script_name . $self->path_info || ''; > > | 74: } > | 75: > | 76: # Is this available in CGI? > | 77: # sub filename {} > | ... > | code stack: > /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/FakeApache.pm:73 > | g /usr/local/rt3/share/html/Elements/Login:48 > | g /usr/local/rt3/share/html/autohandler:195 > | g > > The environment is > FreeBSD 4.9-STABLE > RT3.0.7 > perl-5.8.2_2 > apache-2.0.48_1 > mod_fastcgi-2.4.0 > mysql-client-4.0.16 > > with additional dependencies listed below. > > Any suggestions how I should fix this, or work out what needs to be > updated? > > My config file used to work before with RT 3, perl 5.8.(<2), apache 2, > and mysql 4. I have already rebuilt all perl packages for 5.8.2. > > (I use FreeBSD ports, and portupgrade to update things.) > > p5-HTML-Tagset-3.03 p5-libapreq-1.3 p5-base-2.03 p5-HTML-Parser-3.34 > p5-URI-1.28 p5-Time-modules-2003.1126 p5-Time-HiRes-1.52,1 > p5-Text-Wrapper-1.000 p5-Text-Template-1.44 p5-Text-Reform-1.11 > p5-Test-Harness-2.38 p5-Text-Autoformat-1.12 p5-Test-Simple-0.47_1 > p5-Text-Quoted-1.3 p5-Test-Inline-0.15 p5-Term-ReadKey-2.21 > p5-Storable-2.08 p5-Regexp-Common-2.113 p5-PodParser-1.26 > p5-Params-Validate-0.72 p5-Net-SSLeay-1.23 p5-Authen-SASL-2.06 > p5-Mail-Tools-1.60 p5-FreezeThaw-0.43 p5-IO-stringy-2.108 > p5-MIME-Base64-2.21 p5-Log-Dispatch-2.03 p5-I18N-LangTags-0.29 > p5-Locale-Maketext-1.06 p5-Locale-Maketext-Lexicon-0.33 > p5-IPC-ShareLite-0.09 p5-MIME-Tools-5.411a_3,1 p5-IO-Socket-SSL-0.92 > p5-Locale-Maketext-Fuzzy-0.02 p5-libwww-5.75 p5-WWW-Mechanize-0.61 > p5-HTML-Tree-3.18 p5-Digest-1.05 p5-Font-AFM-1.18 > p5-Getopt-Long-2.34 p5-MLDBM-2.01 p5-HTML-Format-2.03 > p5-File-Temp-0.12_1 fcgi-devkit-2.4.0 p5-Carp-Assert-0.17 > p5-Error-0.15 p5-Digest-SHA1-2.07 p5-Cache-Cache-1.02 > p5-Digest-MD5-2.33 p5-Devel-StackTrace-1.04 > p5-Class-ReturnValue-0.52 p5-DBI-1.38 p5-DBIx-SearchBuilder-0.94 > p5-Class-Fields-0.201 p5-Class-Data-Inheritable-0.02 > p5-Class-Container-0.10 p5-Exception-Class-1.16 p5-HTML-Mason-1.24 > p5-CGI.pm-3.00,1 p5-Net-1.17,1 p5-Apache-Session-1.54_2 > p5-DBD-mysql-2.9003 mod_perl-1.28 p5-FastCGI-0.67 > expat-1.95.6_1 > > -- > Christopher Vance > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 jtaylor at bastyr.edu Fri Dec 19 01:33:53 2003 From: jtaylor at bastyr.edu (Jason Taylor) Date: Thu, 18 Dec 2003 22:33:53 -0800 Subject: [rt-users] rt3 problem In-Reply-To: <20031219051952.GB7241@aurema.com> References: <20031219051952.GB7241@aurema.com> Message-ID: <3FE29BD1.2040300@bastyr.edu> Christopher Vance wrote: > My rt3 says > > | System error > | error: Can't locate object method "script_name" via package > "HTML::Mason::FakeApache" at > /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/FakeApache.pm line 73. > | context: > | ... > | 69: > | 70: sub uri { > | 71: my $self = shift; > | 72: > > | 73: $self->{uri} ||= $self->script_name . $self->path_info || ''; > > | 74: } > | 75: > | 76: # Is this available in CGI? > | 77: # sub filename {} > | ... > | code stack: > /usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/FakeApache.pm:73 > | g /usr/local/rt3/share/html/Elements/Login:48 > | g /usr/local/rt3/share/html/autohandler:195 > | g > > The environment is > FreeBSD 4.9-STABLE > RT3.0.7 > perl-5.8.2_2 > apache-2.0.48_1 > mod_fastcgi-2.4.0 > mysql-client-4.0.16 > > with additional dependencies listed below. > Any suggestions how I should fix this, or work out what needs to be > updated? > > My config file used to work before with RT 3, perl 5.8.(<2), apache 2, > and mysql 4. I have already rebuilt all perl packages for 5.8.2. > > (I use FreeBSD ports, and portupgrade to update things.) > > p5-HTML-Tagset-3.03 p5-libapreq-1.3 p5-base-2.03 > p5-HTML-Parser-3.34 > p5-URI-1.28 p5-Time-modules-2003.1126 p5-Time-HiRes-1.52,1 > p5-Text-Wrapper-1.000 p5-Text-Template-1.44 p5-Text-Reform-1.11 > p5-Test-Harness-2.38 p5-Text-Autoformat-1.12 p5-Test-Simple-0.47_1 > p5-Text-Quoted-1.3 p5-Test-Inline-0.15 p5-Term-ReadKey-2.21 > p5-Storable-2.08 p5-Regexp-Common-2.113 p5-PodParser-1.26 > p5-Params-Validate-0.72 p5-Net-SSLeay-1.23 p5-Authen-SASL-2.06 > p5-Mail-Tools-1.60 p5-FreezeThaw-0.43 p5-IO-stringy-2.108 > p5-MIME-Base64-2.21 p5-Log-Dispatch-2.03 p5-I18N-LangTags-0.29 > p5-Locale-Maketext-1.06 p5-Locale-Maketext-Lexicon-0.33 > p5-IPC-ShareLite-0.09 p5-MIME-Tools-5.411a_3,1 p5-IO-Socket-SSL-0.92 > p5-Locale-Maketext-Fuzzy-0.02 p5-libwww-5.75 p5-WWW-Mechanize-0.61 > p5-HTML-Tree-3.18 p5-Digest-1.05 p5-Font-AFM-1.18 > p5-Getopt-Long-2.34 p5-MLDBM-2.01 p5-HTML-Format-2.03 > p5-File-Temp-0.12_1 fcgi-devkit-2.4.0 p5-Carp-Assert-0.17 > p5-Error-0.15 p5-Digest-SHA1-2.07 p5-Cache-Cache-1.02 > p5-Digest-MD5-2.33 p5-Devel-StackTrace-1.04 > p5-Class-ReturnValue-0.52 p5-DBI-1.38 p5-DBIx-SearchBuilder-0.94 > p5-Class-Fields-0.201 p5-Class-Data-Inheritable-0.02 > p5-Class-Container-0.10 p5-Exception-Class-1.16 p5-HTML-Mason-1.24 > p5-CGI.pm-3.00,1 p5-Net-1.17,1 p5-Apache-Session-1.54_2 > p5-DBD-mysql-2.9003 mod_perl-1.28 p5-FastCGI-0.67 > expat-1.95.6_1 > > -- > Christopher Vance > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm As of sometime earlier today, the version of HTML::Mason available via the ports system is 1.24. It's broken. You need to upgrade to v1.25. I did it be downloading http://ftp.cpan.jp/authors/id/D/DR/DROLSKY/HTML-Mason-1.25.tar.gz to /usr/ports/distfiles, running md5 on the file and overwriting the distinfo file with that information, editing the PORTVERSION variable in the Makeflie to equal 1.25, and finally running "portupgrade p5-HTML-Mason". From vance at aurema.com Fri Dec 19 02:18:34 2003 From: vance at aurema.com (Christopher Vance) Date: Fri, 19 Dec 2003 18:18:34 +1100 Subject: [rt-users] rt3 problem In-Reply-To: <3FE29BD1.2040300@bastyr.edu> References: <20031219051952.GB7241@aurema.com> <3FE29BD1.2040300@bastyr.edu> Message-ID: <20031219071834.GE7241@aurema.com> On Thu, Dec 18, 2003 at 10:33:53PM -0800, Jason Taylor wrote: >As of sometime earlier today, the version of HTML::Mason available via >the ports system is 1.24. It's broken. You need to upgrade to v1.25. > >I did it be downloading >http://ftp.cpan.jp/authors/id/D/DR/DROLSKY/HTML-Mason-1.25.tar.gz to >/usr/ports/distfiles, running md5 on the file and overwriting the >distinfo file with that information, editing the PORTVERSION variable in >the Makeflie to equal 1.25, and finally running "portupgrade p5-HTML-Mason". Behold it works - ta muchly! -- Christopher Vance From Sven.Buttler at de.enersysinc.com Fri Dec 19 02:25:13 2003 From: Sven.Buttler at de.enersysinc.com (Sven.Buttler at de.enersysinc.com) Date: Fri, 19 Dec 2003 08:25:13 +0100 Subject: [rt-users] Re: rt-users Digest, Vol 2, Issue 69 Message-ID: I read the docs, the only group right which comes close to what I need is "Modify Ticket". However, while I can change status, topic, priority with this, editing comments (correcting typos etc.) still isn't possible. Could you give me a hint as to what right(s) I need to look for? Kinds Regards Sven Buttler rt-users-request at lists.fsck.com Sent by: rt-users-bounces at lists.fsck.com 18.12.2003 18:00 Please respond to rt-users To: rt-users at lists.fsck.com cc: Fax to: Subject: rt-users Digest, Vol 2, Issue 69 > However, there's one detail I would like you to add. Privileged > users _should_ be able to edit tickets and/or comments. We're using > RT in a different way, tickets are not directly created by the user > via mail. Instead people usually call us and tell us about a > specific problem and its upon us to open a new ticket, so an editing > option would really be a nice addition. As documented, who can edit tickets is controlled by the acl and groups system. read the docs. seph -------------- next part -------------- An HTML attachment was scrubbed... URL: From midgard at garnetws.com Fri Dec 19 03:32:58 2003 From: midgard at garnetws.com (Miles Scruggs) Date: Fri, 19 Dec 2003 00:32:58 -0800 Subject: [rt-users] Default quick search Message-ID: <20031219083243.D58E311293@pallas.eruditorum.org> How do you change the default fields that quick search uses? Like searching the content instead of just the subject. What about searching all status' of tickets? I know I can change the way my search is done after that initial submit, but I would like some different defaults. I'm pretty much completely perl illiterate so you will have to hold my hand a little bit on this. Miles Scruggs From Samuel.Senoner at eurac.edu Fri Dec 19 04:11:40 2003 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Fri, 19 Dec 2003 10:11:40 +0100 Subject: [rt-users] Can't call method "Parse" when sending email ...SendEmail.pm && rt-crontool Message-ID: <8ABC35686C73554691F3481C4023BE5EF18010@abz01be.eurac.edu> In my opinion SendEmail does'nt work with the crontool. I asked once, but nobody said to me that it works. Look at the archives, my theory was that a variable is not passed, I can't remember I think transactionobj or so.... Samuel -----Original Message----- From: Rob Walker [mailto:rob at myinternetplace.net] Sent: Thursday,18 December,2003 19:10 To: rt-users Subject: [rt-users] Can't call method "Parse" when sending email ...SendEmail.pm && rt-crontool [Sorry if this comes through two times, I posted this last Monday, but haven't seen it on the list.] I have looked online, and the only other question about this topic is found in the question at http://lists.fsck.com/pipermail/rt-users/2003-May/013943.html but there is not any answers posted to that thread. I need to send an email to everyone who has a ticket open which is overdue. When I run rt-crontool from the command line, I get the following errors: rt-crontool --verbose \ --search RT::Search::ActiveTicketsInQueue \ --search-arg General \ --condition RT::Condition::Overdue \ --action RT::Action::SendEmail [Tue Dec 16 00:50:49 2003] [crit]: Can't call method "Parse" on an undefined value at /usr/share/perl5/RT/Action/SendEmail.pm line 210. (/usr/share/perl5/RT.pm:254) I have updated the SendEmail.pm file to be the one from 2.0.7, but the changes there are a Cc -> Bcc typo fix and a || die; on a sendmail call. Doesn't seem to be too much of a change. Rob _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From Samuel.Senoner at eurac.edu Fri Dec 19 04:14:40 2003 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Fri, 19 Dec 2003 10:14:40 +0100 Subject: [rt-users] Rights: Modify Ticket Message-ID: <8ABC35686C73554691F3481C4023BE5EF18012@abz01be.eurac.edu> This is standard behavior, when a ticket is unowned you can set whichever owner you want, if it is already owned, you have to steal it at first, you could also grep and search for "You can only reassign tickets that you own or that are unowned" and change the code..... Samuel From bpanizzon at iphpa.ch Fri Dec 19 04:28:57 2003 From: bpanizzon at iphpa.ch (Panizzon Benoit) Date: Fri, 19 Dec 2003 10:28:57 +0100 Subject: [rt-users] Still troubles with mail envelope sender Message-ID: <3EA878A43F106949B62EAB87820773D41D8035@iphsrv02.iphpa.intra> Hi all I wonder if I'm the only one with that problem or if there are others... To get a real envelope sender I choose to user the sendmail 'perl' mailer and set: $SendmailArguments="-f\"; But I run into the problem of the Perl Mail Module setting a 'sender' header in the mail containing the user the webserver runs under 'www-date' that confuses a lot of MTA, especialy Lotus Notes and Outlook who then display that the mail was sent from www-data at localhost in behalf of 'queuename'. Some of our customers then reply to the www-data at localhost header instead of the queue thus those mails get lost. Now I searched the archive and found out that some people apparently have managed to use sendmailpipe and specify the envelope sender there. So I tryed to use it with those arguments: $SendmailArguments="-t -oi -f\"; But still no change, this does not work and I don't even find any error messages. As soon as I remove -f\ it works again, but the envelope is www-data at localhost so the mails don't get accepted by external servers. Has somebody found any solution to that problem? Another small flaw I've found... RT does not set a charset in the mailheader.... Some MTA translate this to Charset: unknown-8bit. Know what, some Mail-Clients then tell you, they cannot read the mail because of an unknown charset... Benoit Panizzon ------------------------------------------------------------------------ IPH & Partner AG Birmensdorferstrasse 24 CH - 8902 Urdorf Tel. +41 (0)1.736.40.50 Fax: +41 (0)1.736.40.51 Mail: bpanizzon at iphpa.ch www.iphpa.ch ------------------------------------------------------------------------ Die Informationen in dieser E-Mail sind vertraulich und moeglicherweise rechtlich geschuetzt. Sie sind nur fuer den Adressaten bestimmt. Der Zugriff durch andere Personen ist nicht erlaubt. Wenn Sie nicht der beabsichtigte Empfaenger sind, loeschen Sie bitte dieses E-Mail. Jede Offenlegung dieser E-Mail bzw. der beteiligten Personen, jedes Kopieren, Versenden oder jede andere Handlung bzw. Unterlassung als Folge dieser E-Mail ist verboten und kann gegen die Gesetze verstossen. The information in this e-mail is confidential and may be legally privileged. It is intended solely for the addressee. Access by another person ist not authorized. If you are not the intended recipient, please delete this e-mail. Any disclosure of this e-mail or of the parties to it, any copying, distribution or any action taken or omitted to be taken in reliance on it is prohibited, and may be unlawful. ------------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From mixo at coza.net.za Fri Dec 19 04:38:35 2003 From: mixo at coza.net.za (mixo) Date: Fri, 19 Dec 2003 11:38:35 +0200 Subject: [rt-users] RT dump import errors on postgresql 7.4 Message-ID: <3FE2C71B.3000407@coza.net.za> For every user created I get the following messages in the logs ++++++++++++++++++++++++++++++++++++++ Wed Dec 17 11:19:15 2003] [warning]: Creating user xxxxxxxxx at ./dumpfile-to-rt-3.0-reverse-2 line 743. (/opt/rt3/lib/RT.pm:247) [Wed Dec 17 11:19:15 2003] [warning]: DBD::Pg::st execute failed: ERROR: invalid input syntax for integer: "xxxxxxxxxxxx" at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. (/opt/rt3/lib/RT.pm:247) [Wed Dec 17 11:19:15 2003] [warning]: RT::Handle=HASH(0x8b71290) couldn't execute the query 'SELECT * FROM Users WHERE id = ?' at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. (/opt/rt3/lib/RT.pm:247) ++++++++++++++++++++++++++++++++++++++ And for every ticket I get the following: ++++++++++++++++++++++++++++++++++++++ [Thu Dec 18 05:54:29 2003] [warning]: DBD::Pg::st execute failed: ERROR: unterminated quoted string at or near "'????" at character 368 at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. (/opt/rt3/lib/RT.pm:247) [Thu Dec 18 05:54:29 2003] [warning]: RT::Handle=HASH(0x8b71290) couldn't execute the query 'INSERT INTO Attachments (ContentType, Parent, id, Subject, Filename, Headers, Creator, Created, Content, ContentEncoding, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. (/opt/rt3/lib/RT.pm:247) [Thu Dec 18 05:54:29 2003] [warning]: Couldn't create attachment HASH(0x8c17f3c) $VAR1 = { ++++++++++++++++++++++++++++++++++++++ Which is follwed by the attachment. Should I be concened about these messages or can I ignore them? In are the users, along with tickets and the attachments being created? By the way, the log is at about 845M. From hwagener at hamburg.fcb.com Fri Dec 19 04:53:19 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 19 Dec 2003 10:53:19 +0100 Subject: [rt-users] Re: Editing tickets / comments In-Reply-To: References: Message-ID: <2CE80E63-3209-11D8-8CAC-003065DC18B8@hamburg.fcb.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Am 18.12.2003 um 17:10 schrieb seph: >> However, there's one detail I would like you to add. Privileged >> users _should_ be able to edit tickets and/or comments. We're using >> RT in a different way, tickets are not directly created by the user >> via mail. Instead people usually call us and tell us about a >> specific problem and its upon us to open a new ticket, so an editing >> option would really be a nice addition. > > As documented, who can edit tickets is controlled by the acl and > groups system. read the docs. > > seph Seph, I think Sven meant to modify existing transactions, which is not part of the rt3 philosophy. Regards, Harald -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.3 (Darwin) iD8DBQE/4sqYLK0d0a+RTy8RAmrTAJ9Bkx3HGEAxKWDnrPKWjXgWWL9v2ACfS/8I UDFIxbKYiDKWAYLwRsq/oyc= =lKIU -----END PGP SIGNATURE----- From sachinm at netcore.co.in Fri Dec 19 04:51:42 2003 From: sachinm at netcore.co.in (Sachin Murudkar) Date: Fri, 19 Dec 2003 15:21:42 +0530 Subject: [rt-users] Warnings In-Reply-To: <003301c3c5ee$d2ecf9e0$78fdb251@morpheus> References: <1071808995.30717.5.camel@efv2.netcore.co.in> <003301c3c5ee$d2ecf9e0$78fdb251@morpheus> Message-ID: <1071827501.30717.14.camel@efv2.netcore.co.in> Thanks Martin for your replay. I am using apache 1.3...., Can you tell me which right version of mod perl to be installed. On Fri, 2003-12-19 at 10:43, Martin J. Green wrote: > ? > If you're using apache 1.3* then you have the wrong version of > mod_perl > > ----- Original Message ----- > From: Sachin Murudkar > To: rt-users at lists.fsck.com > Sent: Friday, December 19, 2003 4:43 AM > Subject: [rt-users] Warnings > > Hello! > > Is there any other person who can guide me in installation as > ekiczek.. is out of office for few days. > > I am trying to install RT on RH9, mod_perl-1.99_07 > while installing module Apache::Request from cpan, I am facing > error on command Makefile.PL > > > [root at download libapreq-1.3]# perl Makefile.PL > generating script t/TEST > APXS (/usr/sbin/apxs) query for SBINDIR failed > APXS (/usr/sbin/apxs) query for TARGET failed > APXS (/usr/sbin/apxs) query for SYSCONFDIR failed > Writing Makefile for libapreq > Warning: -L../blib/arch/auto/libapreq changed to > -L/usr/local/src/libapreq-1.3/Request/../blib/arch/auto/libapreq > Writing Makefile for Apache::Request > Warning: -L../blib/arch/auto/libapreq changed to > -L/usr/local/src/libapreq-1.3/Cookie/../blib/arch/auto/libapreq > Writing Makefile for Apache::Cookie > Writing Makefile for libapreq > > Please help for further installation > > with Regards, > Sachin > > > > > ---------------------------------------------------------------- > > NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 > > MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in > > Pragatee: Integrated Server-Software Suite: http://www.pragatee.com > > Emergic Freedom: Server-centric Computing: http://www.emergic.com > > BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com > > Deeshaa: Rural Development: http://www.deeshaa.com > > Rajesh Jain's Weblog on Technology: http://www.emergic.org > ---------------------------------------------------------------- > > > > ______________________________________________________________ > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at > http://fsck.com/rtfm ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From mixo at coza.net.za Fri Dec 19 07:44:28 2003 From: mixo at coza.net.za (mixo) Date: Fri, 19 Dec 2003 14:44:28 +0200 Subject: [rt-users] RT dump import errors on postgresql 7.4 In-Reply-To: <3FE2C71B.3000407@coza.net.za> References: <3FE2C71B.3000407@coza.net.za> Message-ID: <3FE2F2AC.4080001@coza.net.za> mixo wrote: > > ++++++++++++++++++++++++++++++++++++++ > [Thu Dec 18 05:54:29 2003] [warning]: DBD::Pg::st execute failed: > ERROR: unterminated quoted string at or near "'????" at character 368 > at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. > (/opt/rt3/lib/RT.pm:247) > [Thu Dec 18 05:54:29 2003] [warning]: RT::Handle=HASH(0x8b71290) > couldn't execute the query 'INSERT INTO Attachments > (ContentType, Parent, id, Subject, Filename, Headers, Creator, > Created, Content, ContentEncoding, TransactionId) VALUES (?, ?, ?, ?, > ?, ?, ?, ?, ?, ?, ?)' at > /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. > (/opt/rt3/lib/RT.pm:247) > [Thu Dec 18 05:54:29 2003] [warning]: Couldn't create attachment > HASH(0x8c17f3c) $VAR1 = { > ++++++++++++++++++++++++++++++++++++++ This message appears for all JPEGS. For other binary attachments a similar problem occurs. It seems that the problem is that the attachment is not escaped in the query. Am I headed in the right direction? From tim_wilson at hopkins.k12.mn.us Fri Dec 19 09:04:19 2003 From: tim_wilson at hopkins.k12.mn.us (Tim Wilson) Date: Fri, 19 Dec 2003 08:04:19 -0600 Subject: [rt-users] Procmail and RT Message-ID: Hi everyone, If I want to inspect incoming messages to RT and send them to different queues based on the the contents of the email headers, where do my procmail recipes need to go? Which .procmailrc gets read? -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 From m-liebman at northwestern.edu Fri Dec 19 12:33:59 2003 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Fri, 19 Dec 2003 12:33:59 -0500 Subject: [rt-users] Procmail and RT In-Reply-To: References: Message-ID: <20031219173359.GA6811@SDF.LONESTAR.ORG> On Fri, Dec 19, 2003 at 08:04:19AM -0600, Tim Wilson wrote: > If I want to inspect incoming messages to RT and send them to different > queues based on the the contents of the email headers, where do my procmail > recipes need to go? Which .procmailrc gets read? One option is to set up your alias to pipe to procmail and give it the -p option with a rcfile to use. But, as always, TMTOWTDI. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From frank.thommen at inf.ethz.ch Fri Dec 19 13:28:28 2003 From: frank.thommen at inf.ethz.ch (Frank Thommen) Date: Fri, 19 Dec 2003 19:28:28 +0100 Subject: [rt-users] RT3 database structure documentation? Message-ID: <3FE3434C.211D6BCC@inf.ethz.ch> Dear RT-users, is there a documentation for the RT database structure somewhere? Specially I need to know (but don't understand), where and how the Requestor, Cc and AdminCc of a specific request are stored in the DB (MySQL), so that we can change them with MySQL batch jobs. RT1 was a little bit more straightforward in this respect :-) Thanks in advance frank ---------- Frank Thommen, Informatik Support Gruppe, D-INFK, ETH Zuerich E-Mail: fthommen at inf.ethz.ch; Tel: +41-1-63 27208 (Mo-Do) Web: http://www.isg.inf.ethz.ch ---------- From tim_wilson at hopkins.k12.mn.us Fri Dec 19 15:56:36 2003 From: tim_wilson at hopkins.k12.mn.us (Tim Wilson) Date: Fri, 19 Dec 2003 14:56:36 -0600 Subject: [rt-users] Emailing RT group on ticket creation only Message-ID: Hi everyone, I continue to be impressed with the help available on the rt-users list. Thanks to all the RT gurus out there who share advice so freely. The last major thing I'm trying to implement on my system is email notification of certain groups of people. Basically, I want RT to send an email to a certain RT group when a new ticket is created in a certain queue. I realize that I could set this group up in the Cc or AdminCc fields, but it looks like the people in those fields are notified of all changes to the ticket. I want notification to go out only when the ticket is created. Is a custom scrip the way to go on this? If so, can anyone offer a hint about how to code it? -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 From tom.vile at lillecorp.com Fri Dec 19 16:34:19 2003 From: tom.vile at lillecorp.com (Tom Vile) Date: Fri, 19 Dec 2003 16:34:19 -0500 Subject: [rt-users] issue with attachments Message-ID: <1071869658.2618.1.camel@172-18-10-142.office.lillecorp.com> Everyone, I am having an issue with attachments being corrupted when I download them from RT 3. Someone submitted a patch a couple of months ago but that did not fix the problem. when I try to open the attachment up in MS Word it asks for a file importer and the text is all messed up. Help, Tom Vile Lille Corp 7 Southwoods Blvd Albany NY, 12211 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: lillelogo.bmp Type: image/bmp Size: 21894 bytes Desc: not available URL: From jesse at bestpractical.com Fri Dec 19 16:38:07 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 19 Dec 2003 16:38:07 -0500 Subject: [rt-users] issue with attachments In-Reply-To: <1071869658.2618.1.camel@172-18-10-142.office.lillecorp.com> References: <1071869658.2618.1.camel@172-18-10-142.office.lillecorp.com> Message-ID: <20031219213807.GF18918@fsck.com> On Fri, Dec 19, 2003 at 04:34:19PM -0500, Tom Vile wrote: > Everyone, > > I am having an issue with attachments being corrupted when I > download them from RT 3. Someone submitted a patch a couple of months > ago but that did not fix the problem. when I try to open the attachment > up in MS Word it asks for a file importer and the text is all messed up. 1. What version of RT3? 2. What OS, Database, web serving technology, etc? 3. Which patch? 4. Please, please, please, don't include a 30k image with your four line email message. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Fri Dec 19 16:52:18 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 19 Dec 2003 16:52:18 -0500 Subject: [rt-users] issue with attachments In-Reply-To: <1071870459.2618.6.camel@172-18-10-142.office.lillecorp.com> References: <1071869658.2618.1.camel@172-18-10-142.office.lillecorp.com> <20031219213807.GF18918@fsck.com> <1071870459.2618.6.camel@172-18-10-142.office.lillecorp.com> Message-ID: <20031219215218.GH18918@fsck.com> On Fri, Dec 19, 2003 at 04:47:40PM -0500, Tom Vile wrote: > RT 3.0.4 > Redhat 9 > Mysql 4 > Apache 2.0.40-21.5 Try upgrading to RT 3.0.7, or better yet, the release canddiate for 3.0.8. > There was a patch someone posted for the Attachment_Overlay.pm it had to > do with encoding issues. > > On Fri, 2003-12-19 at 16:38, Jesse Vincent wrote: > > > > > On Fri, Dec 19, 2003 at 04:34:19PM -0500, Tom Vile wrote: > > > Everyone, > > > > > > I am having an issue with attachments being corrupted when I > > > download them from RT 3. Someone submitted a patch a couple of months > > > ago but that did not fix the problem. when I try to open the attachment > > > up in MS Word it asks for a file importer and the text is all messed up. > > > > > > 1. What version of RT3? > > 2. What OS, Database, web serving technology, etc? > > 3. Which patch? > > 4. Please, please, please, don't include a 30k image with your four line > > email message. > > -- > Tom Vile > Lille Corp -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From tom.vile at lillecorp.com Fri Dec 19 17:08:26 2003 From: tom.vile at lillecorp.com (Tom Vile) Date: Fri, 19 Dec 2003 17:08:26 -0500 Subject: [rt-users] issue with attachments In-Reply-To: <20031219215218.GH18918@fsck.com> References: <1071869658.2618.1.camel@172-18-10-142.office.lillecorp.com> <20031219213807.GF18918@fsck.com> <1071870459.2618.6.camel@172-18-10-142.office.lillecorp.com> <20031219215218.GH18918@fsck.com> Message-ID: <1071871706.2618.16.camel@172-18-10-142.office.lillecorp.com> I have custom modifications to the system and don't want to upgrade yet. Has anyone heard of this problem? On Fri, 2003-12-19 at 16:52, Jesse Vincent wrote: > > On Fri, Dec 19, 2003 at 04:47:40PM -0500, Tom Vile wrote: > > RT 3.0.4 > > Redhat 9 > > Mysql 4 > > Apache 2.0.40-21.5 > > Try upgrading to RT 3.0.7, or better yet, the release canddiate for > 3.0.8. > > > > There was a patch someone posted for the Attachment_Overlay.pm it had to > > do with encoding issues. > > > > On Fri, 2003-12-19 at 16:38, Jesse Vincent wrote: > > > > > > > > On Fri, Dec 19, 2003 at 04:34:19PM -0500, Tom Vile wrote: > > > > Everyone, > > > > > > > > I am having an issue with attachments being corrupted when I > > > > download them from RT 3. Someone submitted a patch a couple of months > > > > ago but that did not fix the problem. when I try to open the attachment > > > > up in MS Word it asks for a file importer and the text is all messed up. > > > > > > > > > 1. What version of RT3? > > > 2. What OS, Database, web serving technology, etc? > > > 3. Which patch? > > > 4. Please, please, please, don't include a 30k image with your four line > > > email message. > > > > -- > > Tom Vile > > Lille Corp -- Tom Vile Lille Corp -------------- next part -------------- An HTML attachment was scrubbed... URL: From ben at vintela.com Fri Dec 19 18:02:30 2003 From: ben at vintela.com (Ben Bush) Date: Fri, 19 Dec 2003 16:02:30 -0700 Subject: [rt-users] RTFM Custom Field Truncated Message-ID: <3FE38386.8070504@vintela.com> I have searched the archives and can't seem to come up with the answer to this. I am using RT 3.0.6 with RTFM 2.0.1 running on a vanilla Redhat 9 box. I am having troubles with the custom field in the RTFM articles. It keeps getting truncated at 1024 characters. I have looked at the db and the data type for the field is TEXT which will definately hold more data than this. Is it intended to only hold this much data or is this a bug in the application? Any help would be very much appreciated. Ben Bush From jesse at bestpractical.com Fri Dec 19 18:03:54 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 19 Dec 2003 18:03:54 -0500 Subject: [rt-users] RTFM Custom Field Truncated In-Reply-To: <3FE38386.8070504@vintela.com> References: <3FE38386.8070504@vintela.com> Message-ID: <20031219230354.GJ18918@fsck.com> On Fri, Dec 19, 2003 at 04:02:30PM -0700, Ben Bush wrote: > I have searched the archives and can't seem to come up with the answer > to this. > > I am using RT 3.0.6 with RTFM 2.0.1 running on a vanilla Redhat 9 box. Sounds like the redhat mod_perl truncation bug. > I am having troubles with the custom field in the RTFM articles. It keeps > getting truncated at 1024 characters. I have looked at the db and the > data type for the field is TEXT which will definately hold more data > than this. Is it intended to only hold this much data or is this a bug > in the application? > > Any help would be very much appreciated. > > Ben Bush > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 ben at vintela.com Fri Dec 19 18:07:29 2003 From: ben at vintela.com (Ben Bush) Date: Fri, 19 Dec 2003 16:07:29 -0700 Subject: [rt-users] RTFM Custom Field Truncated In-Reply-To: <20031219230354.GJ18918@fsck.com> References: <3FE38386.8070504@vintela.com> <20031219230354.GJ18918@fsck.com> Message-ID: <3FE384B1.80904@vintela.com> Can you help point me in the right direction to get this resolved? Is this a known issue that already has a workaround? Ben Bush Jesse Vincent wrote: > >On Fri, Dec 19, 2003 at 04:02:30PM -0700, Ben Bush wrote: > > >>I have searched the archives and can't seem to come up with the answer >>to this. >> >>I am using RT 3.0.6 with RTFM 2.0.1 running on a vanilla Redhat 9 box. >> >> > >Sounds like the redhat mod_perl truncation bug. > > > >>I am having troubles with the custom field in the RTFM articles. It keeps >>getting truncated at 1024 characters. I have looked at the db and the >>data type for the field is TEXT which will definately hold more data >>than this. Is it intended to only hold this much data or is this a bug >>in the application? >> >>Any help would be very much appreciated. >> >>Ben Bush >> >>_______________________________________________ >>rt-users mailing list >>rt-users at lists.fsck.com >>http://lists.fsck.com/mailman/listinfo/rt-users >> >>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm >> >> >> > > > From seph at directionless.org Sat Dec 20 11:51:40 2003 From: seph at directionless.org (seph) Date: Sat, 20 Dec 2003 11:51:40 -0500 Subject: [rt-users] Re: rt-users Digest, Vol 2, Issue 69 In-Reply-To: (Sven Buttler's message of "Fri, 19 Dec 2003 08:25:13 +0100") References: Message-ID: > I read the docs, the only group right which comes close to what I > need is "Modify Ticket". However, while I can change status, topic, > priority with this, editing comments (correcting typos etc.) still > isn't possible. Sorry, your initial question was unclear. I thought you were trying to CommentOnTicket, not change history. RT doesn't ever allow you to change the ticket's history. Once something is logged, it stays logged. That's kinda the point of a ticketing system. (though to some degree, it's a religious thing) seph From seph at directionless.org Sat Dec 20 11:54:46 2003 From: seph at directionless.org (seph) Date: Sat, 20 Dec 2003 11:54:46 -0500 Subject: [rt-users] Re: Still troubles with mail envelope sender In-Reply-To: <3EA878A43F106949B62EAB87820773D41D8035@iphsrv02.iphpa.intra> (Panizzon Benoit's message of "Fri, 19 Dec 2003 10:28:57 +0100") References: <3EA878A43F106949B62EAB87820773D41D8035@iphsrv02.iphpa.intra> Message-ID: > But I run into the problem of the Perl Mail Module setting a 'sender' header > in the mail containing the user the webserver runs under 'www-date' that > confuses a lot of MTA, especialy Lotus Notes and Outlook who then display > that the mail was sent from www-data at localhost in behalf of 'queuename'. > Now I searched the archive and found out that some people apparently have > managed to use sendmailpipe and specify the envelope sender there. Any searches should have found references to the old rtfm article that discusses this, and the solutions. It's somewhere off http://fsck.com/rtfm/ seph From seph at directionless.org Sat Dec 20 11:59:14 2003 From: seph at directionless.org (seph) Date: Sat, 20 Dec 2003 11:59:14 -0500 Subject: [rt-users] Re: Emailing RT group on ticket creation only In-Reply-To: (Tim Wilson's message of "Fri, 19 Dec 2003 14:56:36 -0600") References: Message-ID: > The last major thing I'm trying to implement on my system is email > notification of certain groups of people. Basically, I want RT to send an > email to a certain RT group when a new ticket is created in a certain queue. > I realize that I could set this group up in the Cc or AdminCc fields, but it > looks like the people in those fields are notified of all changes to the > ticket. I want notification to go out only when the ticket is created. They're only notified of all changes if you scrip it such that they are. Do you mean to have both CCs and AdminCCs emailed on all changes? seph From m-liebman at northwestern.edu Sat Dec 20 19:14:07 2003 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Sat, 20 Dec 2003 19:14:07 -0500 Subject: [rt-users] RTFM Custom Field Truncated In-Reply-To: <3FE384B1.80904@vintela.com> References: <3FE38386.8070504@vintela.com> <20031219230354.GJ18918@fsck.com> <3FE384B1.80904@vintela.com> Message-ID: <6.0.1.1.2.20031220191133.0386ac80@pop.mail.yahoo.com> At 06:07 PM 12/19/2003, Ben Bush wrote: >Can you help point me in the right direction to get this resolved? Is this >a known issue that already has a workaround? Try compiling mod_perl from the latest rawhide SRPM or try the RPMs from here: http://httpd.apache.org/~gozer/mp2/ Michael >Jesse Vincent wrote: > > >>On Fri, Dec 19, 2003 at 04:02:30PM -0700, Ben Bush wrote: >> >> >>>I have searched the archives and can't seem to come up with the answer >>>to this. >>> >>>I am using RT 3.0.6 with RTFM 2.0.1 running on a vanilla Redhat 9 box. >> >>Sounds like the redhat mod_perl truncation bug. > >-- >Michael S. Liebman m-liebman at northwestern.edu > http://msl521.freeshell.org/ >"I have vision and the rest of the world wears bifocals." > -Paul Newman in "Butch Cassidy & the Sundance Kid" From m-liebman at northwestern.edu Sat Dec 20 19:16:34 2003 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Sat, 20 Dec 2003 19:16:34 -0500 Subject: [rt-users] RT3 database structure documentation? In-Reply-To: <3FE3434C.211D6BCC@inf.ethz.ch> References: <3FE3434C.211D6BCC@inf.ethz.ch> Message-ID: <6.0.1.1.2.20031220191429.02a27750@pop.mail.yahoo.com> At 01:28 PM 12/19/2003, Frank Thommen wrote: >is there a documentation for the RT database structure somewhere? I believe there was documentation for RT2's database out there, which is similar, but obviously not the same. >RT1 was a little bit more straightforward in this respect :-) Which is exactly the reason why you shouldn't go mucking in the database directly. It is strongly encouraged that you use the API for accessing the RT database. It takes care of all the complications for you. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From rspier at pobox.com Sun Dec 21 02:44:30 2003 From: rspier at pobox.com (Robert Spier) Date: Sat, 20 Dec 2003 23:44:30 -0800 Subject: [rt-users] RT3 root account and password In-Reply-To: References: Message-ID: At Thu, 18 Dec 2003 14:44:26 -0500, Mike Frazer wrote: > If I recall properly, RT3 uses a base-64 digest of an MD5 hash. Simply > doing an MD5 could potentially cause issues with the database -- perhaps > with different character sets, or what-have-you -- because it could possibly > create unstorable characters. For backwards compatibility, RT3 will also accept crypted passwords. mysql> select ENCRYPT("password","SA"); should generate it. (SA is the salt.) -R From m.husband at leadup.com.au Mon Dec 22 00:24:41 2003 From: m.husband at leadup.com.au (Mike Husband) Date: Mon, 22 Dec 2003 15:24:41 +1000 Subject: [rt-users] incorrect requestor ID for ticket Message-ID: <003501c3c84b$e7c67030$8f90a8c0@citr.com.au> Greetings. I have just completed moving our RT3 from freebsd/mysql to Solaris/postgreSQL and now have a stange problem with the requestor of new tickets. When a ticket is created previously the web interface showed the requestor of the ticket as the email address of the person logged in. However now RT seems to be creating a new user with a new and incorrect email address, and showing the new email address as the requestor. e.g. I am user 'mah' with id 30 and email address m.husband at leadup.com.au in the database. When I created ticket 288 user 'm.husband at leadup.com.au' was created with id 1283 and email address m.husband at leadup.com.au$ (note $). This new email address is shown as the requestor of the ticket and a confirmation email is sent to this address. The email bounces because the address is incorrect. Any suggestions on how I fix this please? Details follow. Thanks. Mike Versions: RT rt-3-0-7_01 Postgress postgresql-7.4 Apache apache_1.3.29 Modperl mod_perl-1.27 Perl perl-5.8.0 latest perl modules installed USERS ----- id | name | emailaddress ------+-------------------------+----------------------------- 30 | mah | m.husband at leadup.com.au 1283 | m.husband at leadup.com.au | m.husband at leadup.com.au$ GROUPS ------ id | name | description | domain | type | instance ------+-----------+--------------------------+-----------------+-----------+ ---------- 31 | User 30 | ACL equiv. for user 30 | ACLEquivalence | UserEquiv | 30 1284 | User 1283 | ACL equiv. for user 1283 | ACLEquivalence | UserEquiv | 1283 1285 | | | RT::Ticket-Role | Requestor | 288 1286 | | | RT::Ticket-Role | Owner | 288 1287 | | | RT::Ticket-Role | Cc | 288 1288 | | | RT::Ticket-Role | AdminCc | 288 GROUPMEMBERS ------------ id | groupid | memberid -----+---------+---------- 951 | 1284 | 1283 952 | 3 | 1283 953 | 5 | 1283 955 | 1285 | 1283 956 | 1286 | 30 962 | 1296 | 30 963 | 1295 | 1283 From emdwadde at uq.edu.au Mon Dec 22 01:38:01 2003 From: emdwadde at uq.edu.au (Duncan) Date: Mon, 22 Dec 2003 16:38:01 +1000 Subject: [rt-users] How can you control who can do Approvals? Message-ID: <3FE69149.2020602@uq.edu.au> Hi folks, I am using RT3 and want to know how one gets the Approval to only be visible by set managers and not everyone as it currently seems to do. Anyone can currently Approve things and I am at a total loss as to how to limit it. All my group and user rights seem to be correct but I am obviously missing something. Any suggestions? Sincerely, Duncan From bpanizzon at iphpa.ch Mon Dec 22 02:31:50 2003 From: bpanizzon at iphpa.ch (Panizzon Benoit) Date: Mon, 22 Dec 2003 08:31:50 +0100 Subject: [rt-users] AW: Still troubles with mail envelope sender Message-ID: <3EA878A43F106949B62EAB87820773D41D803A@iphsrv02.iphpa.intra> > > Now I searched the archive and found out that some people > apparently have > > managed to use sendmailpipe and specify the envelope sender there. > > Any searches should have found references to the old rtfm article that > discusses this, and the solutions. It's somewhere off http://fsck.com/rtfm/ Hi Seph Yes I found that FAQ Unfortunately this does not contain any solution for my problem. If I use 'sendmail' aka perl::mail or whatever, I get the sender header set by perl... If I use 'sendmailpipe' then I'm not able to set the -f envelope sender anymore thus not able to send mails at all. If somebody could tell me how to use sendmailpipe and the -f argument of sendmail I'd be realy happy. -------------- next part -------------- An HTML attachment was scrubbed... URL: From sachinm at netcore.co.in Mon Dec 22 04:01:48 2003 From: sachinm at netcore.co.in (Sachin Murudkar) Date: Mon, 22 Dec 2003 14:31:48 +0530 Subject: [rt-users] Warnings In-Reply-To: References: Message-ID: <1072083708.8173.4.camel@efv2.netcore.co.in> I have mod_perl-1.29 will it do On Fri, 2003-12-19 at 19:23, Eric Fretz wrote: > mod_perl1 > > > Eric Fretz > > L-3 Communications > ComCept Division > 2800 Discovery Blvd. > Rockwall, TX 75032 > tel: 972.772.7501 > fax: 972.772.7510 > > > -----Original Message----- > From: Sachin Murudkar [mailto:sachinm at netcore.co.in] > Sent: Friday, December 19, 2003 3:52 AM > To: Martin J. Green > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] Warnings > > > Thanks Martin for your replay. > I am using apache 1.3...., Can you tell me which right version > of mod perl to be installed. > > On Fri, 2003-12-19 at 10:43, Martin J. Green wrote: > > > ? > > If you're using apache 1.3* then you have the wrong version > > of mod_perl > > > > ----- Original Message ----- > > From: Sachin Murudkar > > To: rt-users at lists.fsck.com > > Sent: Friday, December 19, 2003 4:43 AM > > Subject: [rt-users] Warnings > > > > Hello! > > > > Is there any other person who can guide me in > > installation as ekiczek.. is out of office for few > > days. > > > > I am trying to install RT on RH9, mod_perl-1.99_07 > > while installing module Apache::Request from cpan, I > > am facing error on command Makefile.PL > > > > > > [root at download libapreq-1.3]# perl Makefile.PL > > generating script t/TEST > > APXS (/usr/sbin/apxs) query for SBINDIR failed > > APXS (/usr/sbin/apxs) query for TARGET failed > > APXS (/usr/sbin/apxs) query for SYSCONFDIR failed > > Writing Makefile for libapreq > > Warning: -L../blib/arch/auto/libapreq changed to > > -L/usr/local/src/libapreq-1.3/Request/../blib/arch/auto/libapreq > > Writing Makefile for Apache::Request > > Warning: -L../blib/arch/auto/libapreq changed to > > -L/usr/local/src/libapreq-1.3/Cookie/../blib/arch/auto/libapreq > > Writing Makefile for Apache::Cookie > > Writing Makefile for libapreq > > > > Please help for further installation > > > > with Regards, > > Sachin > > > > > > > > > > ---------------------------------------------------------------- > > > > NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 > > > > MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in > > > > Pragatee: Integrated Server-Software Suite: http://www.pragatee.com > > > > Emergic Freedom: Server-centric Computing: http://www.emergic.com > > > > BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com > > > > Deeshaa: Rural Development: http://www.deeshaa.com > > > > Rajesh Jain's Weblog on Technology: http://www.emergic.org > > ---------------------------------------------------------------- > > > > > > ____________________________________________________ > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at > > http://fsck.com/rtfm > > ---------------------------------------------------------------- > > NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 > > MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in > > Pragatee: Integrated Server-Software Suite: http://www.pragatee.com > > Emergic Freedom: Server-centric Computing: http://www.emergic.com > > BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com > > Deeshaa: Rural Development: http://www.deeshaa.com > > Rajesh Jain's Weblog on Technology: http://www.emergic.org > ---------------------------------------------------------------- ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From Samuel.Senoner at eurac.edu Mon Dec 22 05:30:15 2003 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Mon, 22 Dec 2003 11:30:15 +0100 Subject: [rt-users] incorrect requestor ID for ticket Message-ID: <8ABC35686C73554691F3481C4023BE5EF1805E@abz01be.eurac.edu> You create only tickets by the web interface, right? So if you log in mith user "mah" and create a new ticket, what is shown in requestor address? It gets somewhere this strange $, you should activate the log and see where it adds the $ SAmuel From seph at directionless.org Mon Dec 22 08:48:50 2003 From: seph at directionless.org (seph) Date: Mon, 22 Dec 2003 08:48:50 -0500 Subject: [rt-users] Re: AW: Still troubles with mail envelope sender In-Reply-To: <3EA878A43F106949B62EAB87820773D41D803A@iphsrv02.iphpa.intra> (Panizzon Benoit's message of "Mon, 22 Dec 2003 08:31:50 +0100") References: <3EA878A43F106949B62EAB87820773D41D803A@iphsrv02.iphpa.intra> Message-ID: >> Any searches should have found references to the old rtfm article that >> discusses this, and the solutions. It's somewhere off > http://fsck.com/rtfm/ > > Hi Seph > > Yes I found that FAQ > > If I use 'sendmailpipe' then I'm not able to set the -f envelope sender > anymore thus not able to send mails at all. > > If somebody could tell me how to use sendmailpipe and the -f argument of > sendmail I'd be realy happy. I don't understand why you want to use -f at all. If your a trusted user, the MTA shouldn't be adding a Sender header, and should just use the the From header rt sets. seph From bpanizzon at iphpa.ch Mon Dec 22 08:56:26 2003 From: bpanizzon at iphpa.ch (Panizzon Benoit) Date: Mon, 22 Dec 2003 14:56:26 +0100 Subject: [rt-users] AW: AW: Still troubles with mail envelope sender Message-ID: <3EA878A43F106949B62EAB87820773D41D803C@iphsrv02.iphpa.intra> Hi Seph > I don't understand why you want to use -f at all. If your a trusted > user, the MTA shouldn't be adding a Sender header, and should just use > the the From header rt sets. Well, it does sent the From: Header correctly... But what I was talking about ist the Envelope Sender. The one you set with the -f switch of sendmail. Let's assume my server is called www.foobar.local (which is our company internal DNS Namespace) The user RT runs as is www-data So I get a mail sent with envelope from: From: "Queuename" To: Requestor So any server receiving this tells me: www.foobar.local - non existent domain. That's why I would need -f to set the envelope to something like that exists in the Internet Namespace. Well, I could rename our server to call itself company.com but I don't know what else I would break by doing so ;-) -Benoit- -------------- next part -------------- An HTML attachment was scrubbed... URL: From seph at directionless.org Mon Dec 22 09:49:44 2003 From: seph at directionless.org (seph) Date: Mon, 22 Dec 2003 09:49:44 -0500 Subject: [rt-users] Re: AW: AW: Still troubles with mail envelope sender In-Reply-To: <3EA878A43F106949B62EAB87820773D41D803C@iphsrv02.iphpa.intra> (Panizzon Benoit's message of "Mon, 22 Dec 2003 14:56:26 +0100") References: <3EA878A43F106949B62EAB87820773D41D803C@iphsrv02.iphpa.intra> Message-ID: > Well, it does sent the From: Header correctly... But what I was talking > about ist the Envelope Sender. The one you set with the -f switch of > sendmail. > > Let's assume my server is called www.foobar.local (which is our company > internal DNS Namespace) > The user RT runs as is www-data > So I get a mail sent with > > envelope from: > From: "Queuename" > To: Requestor I think I see what you're problem is. It's not the sender header, as sendmail shouldn't be adding that in your case. It's the actual smtp exchange. You're running into more restrictive spam checks. Primarily ones that require the MAIL FROM domain to be valid, but you'll also encounter ones that require the sending host to identify with a valid hostname in HELO. I'd change your server's configs so it identified as something externally resolvable. using -f may solve the MAIL FROM error, but it won't solve the HELO problem. (though you may not have encountered that yet) > Well, I could rename our server to call itself company.com but I don't know > what else I would break by doing so ;-) don't rename the machine, just have sendmail use something like that. seph From rt-users at geert.triple-it.nl Mon Dec 22 09:55:19 2003 From: rt-users at geert.triple-it.nl (Geert van der Ploeg) Date: Mon, 22 Dec 2003 15:55:19 +0100 Subject: [rt-users] Procmail and RT In-Reply-To: References: Message-ID: <3FE705D7.5090402@geert.triple-it.nl> Tim Wilson said the following on 19/12/03 15:04: > Hi everyone, > > If I want to inspect incoming messages to RT and send them to different > queues based on the the contents of the email headers, where do my procmail > recipes need to go? Which .procmailrc gets read? See my RT/Procmail howto at http://www.geert.triple-it.nl/rt_procmail.html Regards, Geert From twp at revahertz.com Mon Dec 22 10:01:14 2003 From: twp at revahertz.com (Tim Pierce) Date: Mon, 22 Dec 2003 10:01:14 -0500 Subject: [rt-users] Re: AW: AW: Still troubles with mail envelope sender In-Reply-To: References: <3EA878A43F106949B62EAB87820773D41D803C@iphsrv02.iphpa.intra> Message-ID: <20031222150114.GB17113@revahertz.com> On Mon, Dec 22, 2003 at 09:49:44AM -0500, seph wrote: > > > > Let's assume my server is called www.foobar.local (which is our company > > internal DNS Namespace) > > The user RT runs as is www-data > > So I get a mail sent with > > I'd change your server's configs so it identified as something > externally resolvable. using -f may solve the MAIL FROM error, but it > won't solve the HELO problem. (though you may not have encountered that > yet) You could also make sendmail route all outgoing mail ("smarthost") through your company's mail server, which presumably will accept the internal domain in the envelope sender. That would probably do the trick. From list+rt at joreybump.com Mon Dec 22 10:14:53 2003 From: list+rt at joreybump.com (Jorey Bump) Date: Mon, 22 Dec 2003 10:14:53 -0500 Subject: [rt-users] Procmail and RT In-Reply-To: References: Message-ID: <3FE70A6D.1020208@joreybump.com> Tim Wilson wrote: > If I want to inspect incoming messages to RT and send them to different > queues based on the the contents of the email headers, where do my procmail > recipes need to go? Which .procmailrc gets read? I send all RT mail to a single user, and use the .procmailrc in that user's home directory. In my case, I sort on the To: address, but you can sort on anything that procmail can understand (watch the wrap - the mailgate statement should be on one line): # Place spam filters first (if you don't handle mail abuse complaints) :0 HB * .*As seen on (NBC|CBS|CNN|Oprah|T.V.|TV)|government grants /dev/null # Sort into queue according to recipient address :0 * ^TO.*support at example.com |/opt/rt3/bin/rt-mailgate --queue "Acme Support" --action correspond --url http://support.example.com/ :0 * ^TO.*sales at example.com |/opt/rt3/bin/rt-mailgate --queue "Acme Sales" --action correspond --url http://support.example.com/ # all remaining mail goes to Acme Info queue :0 * |/opt/rt3/bin/rt-mailgate --queue "Acme Info" --action correspond --url http://support.example.com/ From tim_wilson at hopkins.k12.mn.us Mon Dec 22 10:25:47 2003 From: tim_wilson at hopkins.k12.mn.us (Tim Wilson) Date: Mon, 22 Dec 2003 09:25:47 -0600 Subject: [rt-users] Re: Emailing RT group on ticket creation only In-Reply-To: Message-ID: On 12/20/03 10:59 AM, "seph" wrote: >> The last major thing I'm trying to implement on my system is email >> notification of certain groups of people. Basically, I want RT to send an >> email to a certain RT group when a new ticket is created in a certain queue. >> I realize that I could set this group up in the Cc or AdminCc fields, but it >> looks like the people in those fields are notified of all changes to the >> ticket. I want notification to go out only when the ticket is created. > > They're only notified of all changes if you scrip it such that they > are. Do you mean to have both CCs and AdminCCs emailed on all changes? > > seph It appears to me that if I a Cc on a queue that they don't get any emails, and if I set an AdminCc on a queue that they get notified of everything that happens to a ticket. I guess the ideal behavior, for me anyway, would be for any users who are set as Cc on a particular queue to get an email on ticket creation only. -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 From ah3 at mlz.us Mon Dec 22 10:59:16 2003 From: ah3 at mlz.us (Andy Harrison) Date: Mon, 22 Dec 2003 10:59:16 -0500 Subject: [rt-users] Determining Group Membership Message-ID: <20031222105916.4f391c70.ah3@mlz.us> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I'd like to make my custom ticket creation for automatically turn on SELECTED for the a particular group in the Group listbox. perldoc Users_Overlay cites: MemberOfGroup PRINCIPAL_ID takes one argument, a group's principal id. Limits the returned set to members of a given group So I tried adding this to INIT: use RT::Users my $UserObj = new RT::Users($session{'CurrentUser'}); and this to the main portion of the form: % print "
    \n:::", $UserObj->MemberOfGroup(336), ":::

    \n"; It prints out :::CachedGroupMembers_2::: I also tried: user RT::Group; my $GroupObj = new RT::Group($session{'CurrentUser'}); % print "
    \n:::", $GroupObj->MembersObj(336), "  :::

    \n"; Which returns: :::RT::GroupMembers=HASH(0x96d4e28)::: I've verified that this *is* the group id I'm looking for: rt3=# select * from groups where id = '336'; id | name | description | domain | type | instance - -----+--------+--------------------+-------------+------+---------- 336 | SysOps | Systems Operations | UserDefined | | (1 row) rt3=# select * from principals where id = '336'; id | principaltype | objectid | disabled - -----+---------------+----------+---------- 336 | Group | 336 | 0 (1 row) Could anyone shed any light on how to do this? Thanx! - -- Andy Harrison (full headers for details) -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.3 (FreeBSD) iD8DBQE/4gi2CYaHi6DasBoRAsMHAJ4+LEeGphSdOFzpvTo6LozP2fYN8gCgjf2O jiRnMmUj2dbSOxqVufENKrk= =2zGV -----END PGP SIGNATURE----- -- Andy Harrison (full headers for details) From packet791 at yahoo.com Mon Dec 22 11:08:39 2003 From: packet791 at yahoo.com (Bill Shinn) Date: Mon, 22 Dec 2003 08:08:39 -0800 (PST) Subject: [rt-users] RT::Action custom scrip - can't locate object method "new" Message-ID: <20031222160839.47339.qmail@web14523.mail.yahoo.com> I am taking my first crack at writing a custom scrip. Please be forgiving. Naturally, it's harder if you don't know much perl...I I need to be able to: - parse the text of an incoming ticket for a hostname - based on a query of custom field, return the ticket number of any open tickets for that hostname - if so, merge this new ticket with the one that's already open. I am calling this from a Scrip called AutoMergeTripwire ("On Create AutoMerge Tripwire Global Template: Blank). This invokes RT::Action::AutoMergeTripwire.pm (below). I think I need to invoke MergeInto, but I know I am doing this wrong. Also, the RT::Logger doesn't seems to log (unless I am not even getting that far?) The following error is entered in syslog. Dec 22 15:38:01 myhost RT: Scrip 16 died. - Can't locate object method "new" via package "RT::Action::AutoMergeTripwire" at /usr/local/rt/lib/RT/ScripAction_Overlay.pm line 146. Stack: [/usr/local/rt/lib/RT/ScripAction_Overlay.pm:146] [/usr/local/rt/lib/RT/Scrip_Overlay.pm:332] [/usr/local/rt/lib/RT/Transaction_Overlay.pm:169] [/usr/local/rt/lib/RT/Ticket_Overlay.pm:3743] [/usr/local/rt/lib/RT/Ticket_Overlay.pm:597] [/usr/local/rt/lib/RT/Interface/Email.pm:571] [/usr/local/rt/share/html/REST/1.0/NoAuth/mail-gateway:31] (/usr/local/rt/lib/RT/Scrip_Overlay.pm:363) Any direction is helpful. My attempt is below..... # # Sat Dec 20 22:08:50 UTC 2003 # # # # When a new ticket is created from a Tripwire integrity report, # automatically search in same queue, for open tickets, where RT # custom field is equal to regex pattern match for $hostname specified # in Tripwire report. package RT::Action::AutoMergeTripwire; require RT::Action::Generic; use DBI; use strict; use vars qw/@ISA/; @ISA=qw(RT::Action::Generic); sub Describe { my $self = shift; return (ref $self ); } sub Prepare { return (1); } sub Commit { my $self = shift; my $Ticket = $self->TicketObj; my $ScripObj = $self->ScripObj; my $Transaction = $self->TransactionObj; my $Queue = $Ticket->QueueObj->Id; my $hostname = ($Transaction->Attachments->First->Content =~ /host\s*name:\s*(.[^\s]*).*$/i); $RT::Logger->debug("hostname from ticket match as $hostname"); my $query; my $dbh; my $sth; my $openticket; my $ARGSRef; if ($hostname) { my $dbh = DBI->connect('DBI:mysql:rt3:localhost', 'rt_user', # user name '***********', # password { RaiseError => 0}); $RT::Logger->debug("database connection string: $dbh"); if (!$dbh) { # die "Cannot connect to database" } $RT::Logger->debug("database connection failed") } my $query = "SELECT Tickets.id FROM Tickets, Queues, TicketCustomFieldValues, CustomFields WHERE Queues.id = '$Queue' AND CustomFields.Queue = '$Queue' AND CustomFields.Name = 'Hostname' AND Tickets.Status = 'open' AND TicketCustomFieldValues.Content = '$hostname' AND TicketCustomFieldValues.Ticket = Tickets.id;"; $RT::Logger->debug("Query was built as: $query"); my $sth = $dbh->prepare($query); if (!$sth) { #die "Illegal query: $query" }; $RT::Logger->debug("Illegal query: $query") } $sth ->execute(); while (my @row = $sth->fetchrow_array) { if ($row[0]) { $openticket = $row[0]); $RT::Logger->debug("ticket number is: $openticket"); $Ticket->MergeInto( $ARGSRef->{ $openticket . "-MergeInto" } ); } } return(1); } 1; Any direction is appreciated. I have searched the archives and tried to use others' examples, but no one is trying to merge tickets from scrips. Thanks, Bill __________________________________ Do you Yahoo!? Protect your identity with Yahoo! Mail AddressGuard http://antispam.yahoo.com/whatsnewfree From rt at musefoundry.com Mon Dec 22 11:51:33 2003 From: rt at musefoundry.com (AJ) Date: Mon, 22 Dec 2003 11:51:33 -0500 Subject: [rt-users] Re: Emailing RT group on ticket creation only In-Reply-To: Message-ID: Ran into the same dilema. What I ended up doing is changing the global on create autoreply from 'autoreply to requestors' to 'notify requestors and cc's'. A.J. -----Original Message----- From: rt-users-bounces at lists.fsck.com [mailto:rt-users-bounces at lists.fsck.com] On Behalf Of Tim Wilson Sent: Monday, December 22, 2003 10:26 AM To: rt-users at lists.fsck.com Subject: [rt-users] Re: Emailing RT group on ticket creation only On 12/20/03 10:59 AM, "seph" wrote: >> The last major thing I'm trying to implement on my system is email >> notification of certain groups of people. Basically, I want RT to send an >> email to a certain RT group when a new ticket is created in a certain queue. >> I realize that I could set this group up in the Cc or AdminCc fields, but it >> looks like the people in those fields are notified of all changes to the >> ticket. I want notification to go out only when the ticket is created. > > They're only notified of all changes if you scrip it such that they > are. Do you mean to have both CCs and AdminCCs emailed on all changes? > > seph It appears to me that if I a Cc on a queue that they don't get any emails, and if I set an AdminCc on a queue that they get notified of everything that happens to a ticket. I guess the ideal behavior, for me anyway, would be for any users who are set as Cc on a particular queue to get an email on ticket creation only. -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 ben at vintela.com Mon Dec 22 12:57:30 2003 From: ben at vintela.com (Ben Bush) Date: Mon, 22 Dec 2003 10:57:30 -0700 Subject: [rt-users] RTFM Custom Field Truncated In-Reply-To: <6.0.1.1.2.20031220191133.0386ac80@pop.mail.yahoo.com> References: <3FE38386.8070504@vintela.com> <20031219230354.GJ18918@fsck.com> <3FE384B1.80904@vintela.com> <6.0.1.1.2.20031220191133.0386ac80@pop.mail.yahoo.com> Message-ID: <3FE7308A.2030209@vintela.com> This worked perfectly. Thanks. Ben Bush Michael S. Liebman wrote: > At 06:07 PM 12/19/2003, Ben Bush wrote: > >> Can you help point me in the right direction to get this resolved? Is >> this a known issue that already has a workaround? > > > Try compiling mod_perl from the latest rawhide SRPM or try the RPMs > from here: http://httpd.apache.org/~gozer/mp2/ > > Michael > >> Jesse Vincent wrote: >> >> >>> On Fri, Dec 19, 2003 at 04:02:30PM -0700, Ben Bush wrote: >>> >>> >>>> I have searched the archives and can't seem to come up with the >>>> answer to this. >>>> >>>> I am using RT 3.0.6 with RTFM 2.0.1 running on a vanilla Redhat 9 box. >>> >>> >>> Sounds like the redhat mod_perl truncation bug. >> >> >> -- >> Michael S. Liebman m-liebman at northwestern.edu >> http://msl521.freeshell.org/ >> "I have vision and the rest of the world wears bifocals." >> -Paul Newman in "Butch Cassidy & the Sundance Kid" > > From garym at canada.com Mon Dec 22 13:21:37 2003 From: garym at canada.com (Gary Lawrence Murphy) Date: Mon, 22 Dec 2003 13:21:37 -0500 Subject: [rt-users] External RT3 database access? References: <3FE3434C.211D6BCC@inf.ethz.ch> <6.0.1.1.2.20031220191429.02a27750@pop.mail.yahoo.com> Message-ID: >>>>> "M" == Michael S Liebman writes: M> ... It is strongly encouraged that you use the M> API for accessing the RT database. It takes care of all the M> complications for you. One of our managers found rt-q on http://www.amsterdamned.org/~bc/rt/ but that package requires values no longer exported in RT3 --- is there any method to extract ticket information in RT3 in a format that could be imported into other software? (such as CSV or XML) -- Gary Lawrence Murphy www.teledyn.com/mt - www.teledyn.com - sbp.teledyn.com You don't play what you know; you play what you hear. From ges at lumeta.com Mon Dec 22 17:20:39 2003 From: ges at lumeta.com (Glenn E. Sieb) Date: Mon, 22 Dec 2003 17:20:39 -0500 Subject: [rt-users] RT3.. Part Tres, Rated R.. Under 17 not admitted... Message-ID: <20031222222109.C6347A89B9@lucy.corp.lumeta.com> Okie.. I'm finally to a point where I can log into the interface. Kind of. When I log in, it strips off the /rt from the URL and tries to point me to http://www.databasement.org/index.html All links inside rt keep pointing to / instead of /rt Here is my RT_SiteConfig.pm--any ideas? Thanks in advance, everyone! Glenn # Enable 'code' tickets in approval processing Set($UseCodeTickets, 1); @EmailInputEncodings = qw(utf-8 big5 us-ascii); Set($CompanySpecific, 'DataBasement'); Set($DatabaseUser , 'Oh Yeah I'd Leave That in Here?'); Set($DatabasePassword , 'Oh Yeah I'd Leave That in Here?'); Set($rtname , "databasement.org"); Set($Organization , "databasement.org"); Set($MinimumPasswordLength , "5"); Set($Timezone , 'US/Eastern'); Set($DatabaseType , 'Pg'); Set($DatabaseHost , 'localhost'); Set($DatabaseRTHost , 'localhost'); Set($DatabasePort , ''); Set($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 , 1); Set($RTAddressRegexp , '^(what-sa|help|general)(-comment)?\@databasement\.org$') ; Set($CanonicalizeEmailAddressMatch , 'databasement.org$'); Set($CanonicalizeEmailAddressReplace , 'databasement.org'); Set($SenderMustExistInExternalDatabase , undef); Set($CorrespondAddress , 'RT_CorrespondAddressNotSet'); Set($CommentAddress , 'RT_CommentAddressNotSet'); 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($LogToFile , undef); Set($LogDir, '/usr/local/rt3/var/log'); Set($LogToFileNamed , "rt.log"); #log to rt.log Set($WebPath , "/rt"); Set($WebBaseURL , "http://www.databasement.org"); Set($WebURL , $WebBaseURL . $WebPath . "/"); Set($WebImagesURL , $WebURL . "NoAuth/images/"); Set($LogoURL , $WebImagesURL . "rt.jpg"); Set($MessageBoxWidth , 72); Set($MessageBoxWrap, "HARD"); Set($TrustHTMLAttachments , undef); Set($WebExternalAuth , undef); Set($WebFallbackToInternalAuth , undef); Set($WebExternalGecos , undef); Set($WebExternalAuto , undef); Set($MaxInlineBody, 13456); Set($MyTicketsLength, 30); Set($DateDayBeforeMonth , 1); Set($AmbiguousDayInPast , 1); 1; -- Glenn E. Sieb System Administrator Lumeta Corporation +1 732 357-3514 (V) +1 732 564-0731 (Fax) From rt at anothy.9srv.net Mon Dec 22 18:22:37 2003 From: rt at anothy.9srv.net (Anthony Sorace) Date: Mon, 22 Dec 2003 23:22:37 +0000 Subject: [rt-users] RT3.. Part Tres, Rated R.. Under 17 not admitted... In-Reply-To: <20031222222109.C6347A89B9@lucy.corp.lumeta.com> References: <20031222222109.C6347A89B9@lucy.corp.lumeta.com> Message-ID: Well, for starters, if this is your real RT_SiteConfig.pm, i'd recomend slimming it down a ton. Only include things that are different from the defaults in RT_Config.pm. It certainly makes it easier to spot things that are wrong. beyond that: > Set($DatabaseUser , 'Oh Yeah I'd Leave That in Here?'); i'm not sure that's a valid user name... :-) > Set($Organization , "databasement.org"); huh. neat name. ;-) > Set($WebPath , "/rt"); > Set($WebBaseURL , "http://www.databasement.org"); > Set($WebURL , $WebBaseURL . $WebPath . "/"); > Set($WebImagesURL , $WebURL . "NoAuth/images/"); > Set($LogoURL , $WebImagesURL . "rt.jpg"); it looks like WebURL is getting set correctly, since you're finding NoAuth/images. Does your httpd.conf match? The only other obvious thing to mention is make sure you do a *full* stop/start of apache between edits; the cached stuff can be pretty... persistent. some guy from jersey. ? From ges+lists at wingfoot.org Mon Dec 22 21:54:19 2003 From: ges+lists at wingfoot.org (Glenn Sieb) Date: Mon, 22 Dec 2003 21:54:19 -0500 (EST) Subject: [rt-users] RT3.. Part Tres, Rated R.. Under 17 not admitted... Message-ID: <2425.68.196.127.120.1072148059.squirrel@www.wingfoot.org> Anthony Sorace wrote: > Well, for starters, if this is your real RT_SiteConfig.pm, i'd recomend > slimming it down a ton. Only include things that are different from the > defaults in RT_Config.pm. It certainly makes it easier to spot things that > are wrong. beyond that: *nod* I'm going to diff it later and remove the lines that aren't changing... I just like working with the Complete Set of Tools at first.. :) >> Set($DatabaseUser , 'Oh Yeah I'd Leave That in Here?'); > > i'm not sure that's a valid user name... :-) And aren't you glad? ;) >> Set($Organization , "databasement.org"); > > huh. neat name. ;-) ;) >> Set($WebPath , "/rt"); >> Set($WebBaseURL , "http://www.databasement.org"); >> Set($WebURL , $WebBaseURL . $WebPath . "/"); >> Set($WebImagesURL , $WebURL . "NoAuth/images/"); >> Set($LogoURL , $WebImagesURL . "rt.jpg"); > > it looks like WebURL is getting set correctly, since you're finding NoAuth/images. Does your httpd.conf match? The only other obvious thing to mention is make sure you do a *full* stop/start of apache between edits; the cached stuff can be pretty... persistent. Yup.. full stop, even waited a minute then started up again.. :-/ It appears as if $WebURL isn't being parsed correctly somehow.. Tal (for everyone else's edification) had the same problem when he set it up for the Campaign in Vermont :) > some guy from jersey. some other guy from jersey. :) --- The original portions of this message are the copyright of the author (c)1998-2002 Glenn E. Sieb. ICQ UIN: 300395 IRC Nick: Rainbear "All acts of Love and Pleasure are Her rituals"-Charge of the Goddess From jficarra at crosscurrent.com Tue Dec 23 00:31:36 2003 From: jficarra at crosscurrent.com (Jim Ficarra) Date: Tue, 23 Dec 2003 00:31:36 -0500 Subject: [rt-users] Select statement error on logout In-Reply-To: <20031117113913.3352211300@pallas.eruditorum.org> Message-ID: I've got an error that seems to show up in /var/log/messages when I log out of RT3 version 3.0.7_1, as shown below. Looks like a select statement got fouled up somewhere in the code: ***************************** Dec 22 22:42:03 testrt RT: DBD::mysql::st execute failed: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL server version for the right syntax to use near 'NULL' at line 1 at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. opt/rt3/lib/RT.pm:247) Dec 22 22:42:03 testrt RT: RT::Handle=HASH(0x93b7e34) couldn't execute the query 'SELECT * FROM Users WHERE Name ?' at usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. (/opt/rt3/lib/RT.pm:247) ***************************** I've grep'ed through the entire /opt/rt3 installation area as well as /usr/lib and haven't been able to find the file in which this SQL statement is located. Even if I found it, I probably wouldn't be able to identify what *should* be after "name" in the statement. Oddly enough it doesn't seem to affect the logout or application, at least so far. Can anyone shed some light on what might be causing the error and how to go about correcting it? It seems like it might be some bad/old code lying around. Thanks in advance. Regards, -Jim Ficarra From jesse at bestpractical.com Tue Dec 23 00:35:06 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 23 Dec 2003 00:35:06 -0500 Subject: [rt-users] Select statement error on logout In-Reply-To: References: <20031117113913.3352211300@pallas.eruditorum.org> Message-ID: <20031223053506.GL25321@fsck.com> On Tue, Dec 23, 2003 at 12:31:36AM -0500, Jim Ficarra wrote: > I've got an error that seems to show up in /var/log/messages when I log out > of RT3 version 3.0.7_1, as shown below. Looks like a select statement got > fouled up somewhere in the code: I've seen that error but not traced it to logout. You can reproduce it by clicking the logout button? -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jficarra at crosscurrent.com Tue Dec 23 00:45:00 2003 From: jficarra at crosscurrent.com (Jim Ficarra) Date: Tue, 23 Dec 2003 00:45:00 -0500 Subject: [rt-users] Select statement error on logout In-Reply-To: <20031223053506.GL25321@fsck.com> Message-ID: I can definitely reproduce it....every time I log out it shows up. Thanks for any help you can provide. By the way, Jesse...great product. I've been using RT2 for about 1 1/2 years now. I'm excited about upgrading to RT3. -Jim -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Tuesday, December 23, 2003 12:35 AM To: Jim Ficarra Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Select statement error on logout On Tue, Dec 23, 2003 at 12:31:36AM -0500, Jim Ficarra wrote: > I've got an error that seems to show up in /var/log/messages when I log out > of RT3 version 3.0.7_1, as shown below. Looks like a select statement got > fouled up somewhere in the code: I've seen that error but not traced it to logout. You can reproduce it by clicking the logout button? -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From cubic at acronis.ru Tue Dec 23 02:48:17 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 23 Dec 2003 10:48:17 +0300 Subject: [rt-users] Problems instlling RT 3.x on Mandrake 9.2 In-Reply-To: References: Message-ID: <3FE7F341.5030802@acronis.ru> Eric Fretz wrote: > Has anyone had any luck installing RT 3.x on Mandrake Linux 9.2? > > Maybe I'm dense, but I can't seem to get Apache::DBI installed. > Everytime it errors out with mysql test errors. > Here's the output from doing a 'perl -MCPAN -e 'install Apache::DBI' As I know Apache::DBI not fully ported to mp2. Also you should ask Apache::DBI folks about this problem. At last, You can just skip this module and don't include it in apache conf and everything would be fine, except may be perfomance. Good luck. Ruslan. > > ------------------------------------------------------------------------------------------- > Checking if your kit is complete... > Looks good > Writing Makefile for Apache::DBI > cp DBI.pm blib/lib/Apache/DBI.pm > cp AuthDBI.pm blib/lib/Apache/AuthDBI.pm > Manifying blib/man3/Apache::DBI.3pm > Manifying blib/man3/Apache::AuthDBI.3pm > /usr/bin/make -- OK > Running make test > PERL_DL_NONLAZY=1 /usr/bin/perl5.8.1 "-MExtUtils::Command::MM" "-e" > "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t > t/10mysql....NOK 3# Failed test (t/10mysql.t at line 30) > t/10mysql....NOK 4# Failed test (t/10mysql.t at line 33) > t/10mysql....NOK 6# Failed test (t/10mysql.t at line 38) > t/10mysql....NOK 7# Failed test (t/10mysql.t at line 40) > Use of uninitialized value in sprintf at > /usr/lib/perl5/5.8.1/Test/Builder.pm line 618. > # 'ne' > # > # undef > # Looks like you failed 4 tests of 7. > ------------------------------------------------------------------------------------------- > > My platform is Apache 2.0.47, Perl 5.8.0 and mysql 4.0.15 > > Any ideas? > > Thanks, > Eric > > From cubic at acronis.ru Tue Dec 23 03:13:06 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 23 Dec 2003 11:13:06 +0300 Subject: [rt-users] RE: Cc broken in 3.0.6 In-Reply-To: References: Message-ID: <3FE7F912.2020608@acronis.ru> Craig Schenk wrote: >>But I think you should try LogToFile(in RT config) with 'debug' level. > > I think you haven't solve your problem. This is good report. I'll try to reproduce it today tonight and may be solve. I was ill for days so don't have ability to do anything at all. Good luck. Ruslan. > Not as fixed as I thought, it seems! > > If I log into RT's web interface as root and reply to a ticket which has > addresses in the Cc field, it sends an email to the Cc list as well as > requestors. If I log into RT as any user and reply though, only the requestors > get the email. > > I tried sending out email from the shell as user nobody (what the httpd runs > as) and it can send email out fine to the same addresses, so I dont think this > is a sendmail problem and probably not an httpd problem. > > I enabled LogToFile with debug to see if it gave information different from > what goes in syslog. > > This is the output to the RT log that I get if I try replying to a ticket as a > non-root user in the web interface: > > [Wed Dec 17 20:00:05 2003] [warning]: Cannot Encode::Guess; fallback to > iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:370) > [Wed Dec 17 20:00:05 2003] [debug]: Converting 'iso-8859-1' to 'utf-8' for > text/plain - (/opt/rt3/lib/RT/I18N.pm:196) > [Wed Dec 17 20:00:05 2003] [info]: RT::Scrip=HASH(0x934f968): Couldn't prepare > Open Tickets (/opt/rt3/lib/RT/Scrip_Overlay.pm:338) > [Wed Dec 17 20:00:06 2003] [info]: > #6/27 - Scrip 4 > (/opt/rt3/lib/RT/Action/SendEmail.pm:92) > [Wed Dec 17 20:00:06 2003] [info]: > > No recipients found. Not sending. > (/opt/rt3/lib/RT/Action/SendEmail.pm:257) > [Wed Dec 17 20:00:06 2003] [info]: > #6/27 - Scrip 5 > (/opt/rt3/lib/RT/Action/SendEmail.pm:92) > [Wed Dec 17 20:00:07 2003] [info]: > sent To: > root at rt.office.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:302) > [Wed Dec 17 20:00:07 2003] [info]: > #6/27 - Scrip 6 > (/opt/rt3/lib/RT/Action/SendEmail.pm:92) > [Wed Dec 17 20:00:07 2003] [info]: > > No recipients found. Not sending. > (/opt/rt3/lib/RT/Action/SendEmail.pm:257) > > > The Cc field as you can see is blank there. The requestors, however, do get > email. Now, when I log in as root and reply to the same ticket, I get: > > [Wed Dec 17 20:07:54 2003] [warning]: Cannot Encode::Guess; fallback to > iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:370) > [Wed Dec 17 20:07:54 2003] [debug]: Converting 'iso-8859-1' to 'utf-8' for > text/plain - (/opt/rt3/lib/RT/I18N.pm:196) > [Wed Dec 17 20:07:54 2003] [info]: RT::Scrip=HASH(0x95edf34): Couldn't prepare > Open Tickets (/opt/rt3/lib/RT/Scrip_Overlay.pm:338) > [Wed Dec 17 20:07:54 2003] [info]: > #6/28 - Scrip 4 > (/opt/rt3/lib/RT/Action/SendEmail.pm:92) > [Wed Dec 17 20:07:55 2003] [info]: > > No recipients found. Not sending. > (/opt/rt3/lib/RT/Action/SendEmail.pm:257) > [Wed Dec 17 20:07:55 2003] [info]: > #6/28 - Scrip 5 > (/opt/rt3/lib/RT/Action/SendEmail.pm:92) > [Wed Dec 17 20:07:55 2003] [info]: > sent To: > root at rt.office.aol.com Cc: CraigSchenk1 at office.com Bcc: > (/opt/rt3/lib/RT/Action/SendEmail.pm:302) > [Wed Dec 17 20:07:56 2003] [info]: > #6/28 - Scrip 6 > (/opt/rt3/lib/RT/Action/SendEmail.pm:92) > [Wed Dec 17 20:07:56 2003] [info]: > > No recipients found. Not sending. > (/opt/rt3/lib/RT/Action/SendEmail.pm:257) > > And the email goes out fine to requestors and Ccs. > > Any ideas why its ignoring the Cc field as non-root? It does show the Cc list > in the web ticket when not root, but it does not send the email to it, and > from the logs above, it doesnt seem to even be trying. > From as at sysformance.com Tue Dec 23 05:32:42 2003 From: as at sysformance.com (Aurel Schwarzentruber) Date: Tue, 23 Dec 2003 11:32:42 +0100 Subject: [rt-users] latin <-> utf problem in rt-mailgate In-Reply-To: <20031217182958.GX18918@fsck.com> References: <1900000.1070900586@rambutan.pingpong.net> <2147483647.1071151724@joydivision.utu.fi> <20031217182958.GX18918@fsck.com> Message-ID: <200312231132.42015.as@sysformance.com> On Wednesday 17 December 2003 19:29, Jesse Vincent wrote: > On Thu, Dec 11, 2003 at 02:08:44PM +0200, Jari Lehtonen wrote: > > On keskiviikko 10. joulukuu 2003 23:27 -0500 Jesse Vincent > > > > wrote: > > >If you can come up with anything plausible about how to make it happen > > >"somewhat consistently" with 3.0.8, I'd love to hear about it. We have the same problems as Jari, using 3.0.8rc1. I can send you a mail which produces the error reliably, if you want. Aurel From mariana.lopes at multicert.com Tue Dec 23 07:11:27 2003 From: mariana.lopes at multicert.com (Mariana Martins Lopes) Date: Tue, 23 Dec 2003 12:11:27 +0000 Subject: [rt-users] No RT user found Message-ID: <3FE830EF.5060803@multicert.com> Hello! I'm using RT2, and when I try to use de CLI to create a ticket, I get the following message: "No RT user found. Please consult your RT administrator." If I try to create the ticket with the user root, I can do it, without any problems. One other thing is that using the RT Web interface, I defined that the Unix login of an user (able to create tickets) is the one with which I'm trying to create the ticket. Have you got any suggestions, of what may be happening? Thanks! Mariana -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 4790 bytes Desc: S/MIME Cryptographic Signature URL: From coopermj at muohio.edu Tue Dec 23 09:09:49 2003 From: coopermj at muohio.edu (Micah Cooper) Date: Tue, 23 Dec 2003 09:09:49 -0500 Subject: [rt-users] file downloads instead of displaying Message-ID: Okay, so when testing I haven't had any problems installing, but now that I'm trying to deploy I've run into problems. When I go to my RT virtual host, it downloads index.html without executing it or displaying it in my browser. Any ideas? Thanks -Micah ServerName support.eas.muohio.edu DocumentRoot /opt/rt3/share/html #RedirectMatch permanent (.*)/$ http://support.eas.muohio.edu$1/index.html AddDefaultCharset UTF-8 ErrorLog /var/log/httpd/rt-error_log CustomLog /var/log/httpd/rt-access_log combined # these four lines apply to Apache2+mod_perl2 only: {{{ PerlSetVar MasonArgsMethod CGI PerlModule Apache2 Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html # }}} PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason -------------------------------------------------------- Micah J. Cooper Manager, Computing Services School of Engineering & Applied Science Miami University, Oxford OH 45056 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3724 bytes Desc: not available URL: From jficarra at crosscurrent.com Tue Dec 23 23:42:59 2003 From: jficarra at crosscurrent.com (Jim Ficarra) Date: Tue, 23 Dec 2003 23:42:59 -0500 Subject: [rt-users] Select statement error on logout Message-ID: Jesse, FYI, I can also reproduce it when I load index.html. It shows up before I can even log in. -Jim Ficarra -----Original Message----- From: Jim Ficarra Sent: Tuesday, December 23, 2003 12:45 AM To: Jesse Vincent Cc: rt-users at lists.fsck.com Subject: RE: [rt-users] Select statement error on logout I can definitely reproduce it....every time I log out it shows up. Thanks for any help you can provide. By the way, Jesse...great product. I've been using RT2 for about 1 1/2 years now. I'm excited about upgrading to RT3. -Jim -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Tuesday, December 23, 2003 12:35 AM To: Jim Ficarra Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Select statement error on logout On Tue, Dec 23, 2003 at 12:31:36AM -0500, Jim Ficarra wrote: > I've got an error that seems to show up in /var/log/messages when I log out > of RT3 version 3.0.7_1, as shown below. Looks like a select statement got > fouled up somewhere in the code: I've seen that error but not traced it to logout. You can reproduce it by clicking the logout button? -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From mixo at coza.net.za Wed Dec 24 04:10:48 2003 From: mixo at coza.net.za (mixo) Date: Wed, 24 Dec 2003 11:10:48 +0200 Subject: [rt-users] "unicode" warnings Message-ID: <3FE95818.7010203@coza.net.za> I am curently import data into rt 3 (3.0.7_01) and I have the followign message repeated in the logs for each binary Attachments: +++++++++++++++++++++++++ [warning]: DBD::Pg::st execute failed: ERROR: invalid byte sequence for encoding "UNICODE": 0xe0 at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. +++++++++++++++++++++++++ The attachment is subsequently not created. What could be the cause of this problem, and how can I solve it? From mocart at pinco.pl Wed Dec 24 06:14:01 2003 From: mocart at pinco.pl (=?iso-8859-2?Q?=A3ukasz?= Dudek) Date: Wed, 24 Dec 2003 12:14:01 +0100 Subject: [rt-users] unable to response from rt Message-ID: <20031224111401.GB37373@dorbja.pinco.pl> Hello, my configuration. rt-3.0.7 qmail-sql so i have in dotqmail table INSERT INTO `dotqmails` VALUES ('alias', 'pinco.pl', 'tech2', '| /var/qmail/bin/preline /usr/local/rt3/bin/rt-mailgate --queue tech --action correspond --url http://pinco.pl:8080'); INSERT INTO `dotqmails` VALUES ('alias', 'pinco.pl', 'tech2-comment', '| /var/qmail/bin/preline /usr/local/rt3/bin/rt-mailgate --queue tech --action comment --url http://pinco.pl:8080 --debug'); i think it's quite obvious what it's doing so i can create ticket when sending email to tech2 at pinco.pl, i can comment on this ticket, byt i cannot replay to its requestor from rt in rt.log i have. [Wed Dec 24 09:21:38 2003] [info]: #9/58 - Scrip 9 (/usr/ local/rt3/lib/RT/Action/SendEmail.pm:92) [Wed Dec 24 09:21:38 2003] [info]: No recipients found. Not sending. (/usr/local/rt3/lib/RT/Action/SendEmail.pm:257) Scrip 9 on default install is: On Resolve Notify Requestors with template Resolved but if i try to simply replay to ticket it also fails. if someone can point me in some direction i would be gratefull regards, mocart From cubic at acronis.ru Wed Dec 24 06:28:44 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 24 Dec 2003 14:28:44 +0300 Subject: [rt-users] unable to response from rt In-Reply-To: <20031224111401.GB37373@dorbja.pinco.pl> References: <20031224111401.GB37373@dorbja.pinco.pl> Message-ID: <3FE9786C.3040807@acronis.ru> ?ukasz Dudek wrote: > Hello, > > my configuration. > > rt-3.0.7 > qmail-sql > > so i have in dotqmail table > > INSERT INTO `dotqmails` VALUES ('alias', 'pinco.pl', 'tech2', '| > /var/qmail/bin/preline /usr/local/rt3/bin/rt-mailgate --queue tech > --action correspond --url http://pinco.pl:8080'); > INSERT INTO `dotqmails` VALUES ('alias', 'pinco.pl', 'tech2-comment', '| > /var/qmail/bin/preline /usr/local/rt3/bin/rt-mailgate --queue tech > --action comment --url http://pinco.pl:8080 --debug'); > > i think it's quite obvious what it's doing > > so i can create ticket when sending email to tech2 at pinco.pl, > i can comment on this ticket, byt i cannot replay to its requestor > from rt > > in rt.log i have. > > [Wed Dec 24 09:21:38 2003] [info]: > #9/58 - Scrip 9 (/usr/ > local/rt3/lib/RT/Action/SendEmail.pm:92) > [Wed Dec 24 09:21:38 2003] [info]: > > No recipients found. Not sending. > (/usr/local/rt3/lib/RT/Action/SendEmail.pm:257) > > Scrip 9 on default install is: > On Resolve Notify Requestors with template Resolved This scrip works only if you 'Resolve' ticket. 'Resolve' ne 'Reply'. You should add scrip that works on Correspond. > > > but if i try to simply replay to ticket it also fails. > > if someone can point me in some direction i would be gratefull > > regards, > mocart From cubic at acronis.ru Wed Dec 24 07:25:51 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 24 Dec 2003 15:25:51 +0300 Subject: [rt-users] unable to response from rt In-Reply-To: <20031224113825.GA39881@dorbja.pinco.pl> References: <20031224111401.GB37373@dorbja.pinco.pl> <3FE9786C.3040807@acronis.ru> <20031224113825.GA39881@dorbja.pinco.pl> Message-ID: <3FE985CF.8010709@acronis.ru> ?ukasz Dudek wrote: > Dnia ?ro, Gru 24, 2003 o godzinie 02:28:44 +0300, Ruslan U. Zakirov napisa? : > >>?ukasz Dudek wrote: >> >>>Hello, >>> >>>my configuration. >>> >>>rt-3.0.7 >>>qmail-sql >>> >>>in rt.log i have. >>> >>>[Wed Dec 24 09:21:38 2003] [info]: >>> #9/58 - Scrip 9 (/usr/ >>>local/rt3/lib/RT/Action/SendEmail.pm:92) >>>[Wed Dec 24 09:21:38 2003] [info]: >>> >>>No recipients found. Not sending. >>>(/usr/local/rt3/lib/RT/Action/SendEmail.pm:257) >>> >>>Scrip 9 on default install is: >>>On Resolve Notify Requestors with template Resolved >> >>This scrip works only if you 'Resolve' ticket. > > > and this is what i'm doing, maybe i inserted log in wrong place of my > mail, i tried to show that if im doing resolve rt should response to > requestor but it does not do that. > > >>'Resolve' ne 'Reply'. >>You should add scrip that works on Correspond. > > > this is Scrip 5 on default install: > On Resolve Notify Requestors with template Resolved When you change status to Resolve and ships it with Reply or Comment in one request RT interpret this action like two different Transactions. One for resolving and one for correspondence or comment. Sorry, but I don't know where problem is. Best regards. Ruslan. > > >>> >>>but if i try to simply replay to ticket it also fails. >>> >>>if someone can point me in some direction i would be gratefull >>> > > > regards, > mocart From sachinm at netcore.co.in Wed Dec 24 08:09:47 2003 From: sachinm at netcore.co.in (Sachin Murudkar) Date: Wed, 24 Dec 2003 18:39:47 +0530 Subject: [rt-users] install Error - rt-3-0-7_01 Message-ID: <1072271387.6720.45.camel@efv2.netcore.co.in> Hi, I am installing rt-3-0-7_01. After doing make install, I am getting error while 'make initialize-database'. Softwares: Postgres - 7.4 Apache 1.3.28 mod_perl-1.29 rt-3-0-7_01 Redhat Linux 9.0 ------------------------------ Errors ------------------------------------- Password: Now creating a database for RT. Creating Pg database rt3. Now populating database schema. Creating database schema. Died at //opt/rt3/sbin/rt-setup-database line 161. make: *** [initialize-database] Error 2 ------------------------------------------------------------------------------- After going through some threads, i came to know that etc/schema.Pg doesn't seems to work with rt-setup-database. Anyone faced similar kind of problem? Any clues on how to procced further? I am stuck at this error for last 2 days. Thanks. - Sachin ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Wed Dec 24 10:33:19 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 24 Dec 2003 18:33:19 +0300 Subject: [rt-users] install Error - rt-3-0-7_01 In-Reply-To: <1072271387.6720.45.camel@efv2.netcore.co.in> References: <1072271387.6720.45.camel@efv2.netcore.co.in> Message-ID: <3FE9B1BF.4010608@acronis.ru> Sachin Murudkar wrote: > Hi, > I am installing rt-3-0-7_01. After doing make install, I am getting > error while 'make initialize-database'. > > Softwares: > Postgres - 7.4 > Apache 1.3.28 > mod_perl-1.29 > rt-3-0-7_01 > Redhat Linux 9.0 > > ------------------------------ Errors > ------------------------------------- > Password: Now creating a database for RT. > Creating Pg database rt3. > Now populating database schema. > Creating database schema. > Died at //opt/rt3/sbin/rt-setup-database line 161. Die without text of error so it's very strange. I think that it can be DBD::pg issue or DBI. Try to update. > make: *** [initialize-database] Error 2 > ------------------------------------------------------------------------------- > > After going through some threads, i came to know that etc/schema.Pg > doesn't seems to work with > rt-setup-database. Anyone faced similar kind of problem? Any clues on > how to procced further? rt-3-0-7_01 is a special postgres release, plain 3-0-7 has error in pg schema. > I am stuck at this error for last 2 days. Thanks. > > - Sachin > From cubic at acronis.ru Wed Dec 24 10:37:45 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 24 Dec 2003 18:37:45 +0300 Subject: [rt-users] AutoReply and 'out of office' replies(loops) Message-ID: <3FE9B2C9.9090908@acronis.ru> Hello. I want to enable AutoReply action, but remember that some users complains about autoreplies. In which state detection of such loops now? Good luck. Ruslan. From garym at canada.com Wed Dec 24 13:36:46 2003 From: garym at canada.com (Gary Lawrence Murphy) Date: Wed, 24 Dec 2003 13:36:46 -0500 Subject: [rt-users] RT EX_TEMPFAIL receiving email ticket? Message-ID: One of our users reported receiving a warning message in reply to sending a ticket to RT via email. I know it's not much to go on at this point, but I had confirmed that RT could receive emails, so I'm just wondering if the following transcript fragment suggests anything I may have misconfigured ... >RT server error. > >The RT server which handled your email did not behave as expected. It >said: > >temporary failure > > "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url > http://feed2.xmlteam.com:8008/"... Deferred: prog mailer > (/usr/sbin/smrsh) exited with EX_TEMPFAIL >Warning: message still undelivered after 4 hours >Will keep trying until message is 5 days old -- gary lawrence murphy :: xml team solutions :: sports data integration through open standard sportsml :: www.xmlteam.com :: sportwire.sourceforge.net From asterr at pobox.com Wed Dec 24 19:13:14 2003 From: asterr at pobox.com (asterr) Date: Thu, 25 Dec 2003 09:13:14 +0900 (JST) Subject: [rt-users] RT EX_TEMPFAIL receiving email ticket? In-Reply-To: Message-ID: If you are sure that the queue and URL specifications are correct, I would also check: 1) does the user have permissions to reply/create (depending on what this e-mail would do) in this queue? 2) that the size of the e-mail does not exceed the limitations set in either the RT config or the database. -Aaron On Wed, 24 Dec 2003, Gary Lawrence Murphy wrote: > > One of our users reported receiving a warning message in reply to > sending a ticket to RT via email. I know it's not much to go on at > this point, but I had confirmed that RT could receive emails, so I'm > just wondering if the following transcript fragment suggests anything > I may have misconfigured ... > > >RT server error. > > > >The RT server which handled your email did not behave as expected. It > >said: > > > >temporary failure > > > > "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url > > http://feed2.xmlteam.com:8008/"... Deferred: prog mailer > > (/usr/sbin/smrsh) exited with EX_TEMPFAIL > >Warning: message still undelivered after 4 hours > >Will keep trying until message is 5 days old > > -- > gary lawrence murphy :: xml team solutions > :: sports data integration through open standard sportsml :: > www.xmlteam.com :: sportwire.sourceforge.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 garym at canada.com Wed Dec 24 21:38:23 2003 From: garym at canada.com (Gary Lawrence Murphy) Date: Wed, 24 Dec 2003 21:38:23 -0500 Subject: [rt-users] RT EX_TEMPFAIL receiving email ticket? References: Message-ID: >>>>> "a" == asterr writes: a> If you are sure that the queue and URL specifications are a> correct, I would also check: 1) does the user have permissions a> to reply/create (depending on what this e-mail would do) in a> this queue? This may be it ... one of our sysadmins deleted the General queue and I will bet that the email tries to direct to a queue that is non-existant! Thanks for the tip; I'll check that out. -- gary lawrence murphy :: xml team solutions :: sports data integration through open standard sportsml :: www.xmlteam.com :: sportwire.sourceforge.net From ritu at netcore.co.in Thu Dec 25 02:35:30 2003 From: ritu at netcore.co.in (Ritu Khetan) Date: Thu, 25 Dec 2003 13:05:30 +0530 Subject: [rt-users] This page has moved message in RT Message-ID: <1072337730.20763.3.camel@efv2.netcore.co.in> Hi all, When I try searching for any tickets from RT's HomePage - right hand corner Search box, I am taken to a "This page has moved" page which then links me to the actual results. How do I do away with this intermediate page. Regards, Ritu ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Dec 25 02:47:03 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 25 Dec 2003 02:47:03 -0500 Subject: [rt-users] This page has moved message in RT In-Reply-To: <1072337730.20763.3.camel@efv2.netcore.co.in> References: <1072337730.20763.3.camel@efv2.netcore.co.in> Message-ID: <20031225074703.GL25321@fsck.com> On Thu, Dec 25, 2003 at 01:05:30PM +0530, Ritu Khetan wrote: > Hi all, > > When I try searching for any tickets from RT's HomePage - right hand > corner Search box, I am taken to a "This page has moved" page which then > links me to the actual results. How do I do away with this intermediate > page. You're running a pre-release of modperl 2. Which is known to be incompatible with HTML::Mason in this way. > > Regards, > Ritu > > ---------------------------------------------------------------- > > NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 > > MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in > > Pragatee: Integrated Server-Software Suite: http://www.pragatee.com > > Emergic Freedom: Server-centric Computing: http://www.emergic.com > > BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com > > Deeshaa: Rural Development: http://www.deeshaa.com > > Rajesh Jain's Weblog on Technology: http://www.emergic.org > ---------------------------------------------------------------- > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.bestpractical.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 ritu at netcore.co.in Thu Dec 25 05:59:48 2003 From: ritu at netcore.co.in (Ritu Khetan) Date: Thu, 25 Dec 2003 16:29:48 +0530 Subject: [rt-users] Initialising database for RT Message-ID: <1072349988.32401.6.camel@efv2.netcore.co.in> Hello All, I am trying to install RT on RH9 with postgres 7.4.1. When I run, make initialize-database, I get the following error - DBD::Pg::st execute failed: ERROR: relation "attachments_id_seq" does not exist at //opt/rt3/sbin/rt-setup-database line 292. Problem with statement: GRANT SELECT, INSERT, UPDATE, DELETE ON attachments_id_seq to rt; ERROR: relation "attachments_id_seq" does not exist at //opt/rt3/sbin/rt-setup-database line 293. make: *** [initialize-database] Error 255 Please help! Regards, Ritu ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From ges+lists at wingfoot.org Fri Dec 26 14:27:06 2003 From: ges+lists at wingfoot.org (Glenn Sieb) Date: Fri, 26 Dec 2003 14:27:06 -0500 (EST) Subject: [rt-users] RT3.0.8pre2 (elixus version) email question. Message-ID: <1121.68.196.127.120.1072466826.squirrel@www.wingfoot.org> First off, I hope everyone had/is having/is about to have a great holiday season... Secondly, I gave up on trying to get http://www.databasment.org/rt to work. I hope someone figures it out, but hey :) Now, when I try to email general at databasement.org I get: Dec 26 14:09:05 mint postfix/local[65422]: 6BBDA33C2B: to=, relay=local, delay=231, status=deferred (temporary failure. Command output: RT server error. The RT server which handled your email did not behave as expected. It said: temporary failure ) My /etc/aliases has: general: "|/usr/local/rt3/bin/rt-mailgate --queue general --action correspond --url http://rt.databasement.org/" Manually running rt-mailgate: # ./rt-mailgate --queue general --action correspond --url http://rt.databasement.org/ < ~ges/RT_SiteConfig.pm RT server error. The RT server which handled your email did not behave as expected. It said: temporary failure Any ideas? :-/ thanks G. --- The original portions of this message are the copyright of the author (c)1998-2002 Glenn E. Sieb. ICQ UIN: 300395 IRC Nick: Rainbear "All acts of Love and Pleasure are Her rituals"-Charge of the Goddess From rspier at pobox.com Fri Dec 26 23:59:44 2003 From: rspier at pobox.com (Robert Spier) Date: Fri, 26 Dec 2003 20:59:44 -0800 Subject: [rt-users] RT3.0.8pre2 (elixus version) email question. In-Reply-To: <1121.68.196.127.120.1072466826.squirrel@www.wingfoot.org> References: <1121.68.196.127.120.1072466826.squirrel@www.wingfoot.org> Message-ID: > # ./rt-mailgate --queue general --action correspond --url > http://rt.databasement.org/ < ~ges/RT_SiteConfig.pm > RT server error. > The RT server which handled your email did not behave as expected. It said: > temporary failure > > Any ideas? :-/ You're not handing it a properly formatted email, it probably doesn't like that. There might be more interesting things in your RT log. -R From ges+lists at wingfoot.org Sat Dec 27 01:57:13 2003 From: ges+lists at wingfoot.org (Glenn Sieb) Date: Sat, 27 Dec 2003 01:57:13 -0500 (EST) Subject: [rt-users] RT3.0.8pre2 (elixus version) email question. In-Reply-To: References: <1121.68.196.127.120.1072466826.squirrel@www.wingfoot.org> Message-ID: <3679.68.196.127.120.1072508233.squirrel@www.wingfoot.org> Robert Spier said: >> # ./rt-mailgate --queue general --action correspond --url >> http://rt.databasement.org/ < ~ges/RT_SiteConfig.pm >> RT server error. >> The RT server which handled your email did not behave as expected. It >> said: >> temporary failure >> >> Any ideas? :-/ > > You're not handing it a properly formatted email, it probably doesn't > like that. > > There might be more interesting things in your RT log. Dec 26 15:19:18 mint RT: DBD::Pg::st execute failed: ERROR: parser: parse error at or near "NULL" at character 34 at /usr/local/lib/perl5/site_perl/5.8.1/DBIx/SearchBuilder/Handle.pm line 410. (/usr/local/rt3/lib/RT.pm:247) Dec 26 15:19:18 mint RT: RT::Handle=HASH(0xa070a6c) couldn't execute the query 'SELECT * FROM Users WHERE Name ?' at /usr/local/lib/perl5/site_perl/5.8.1/DBIx/SearchBuilder/Handle.pm line 417. (/usr/local/rt3/lib/RT.pm:247) Dec 26 15:36:28 mint RT: DBD::Pg::st execute failed: ERROR: parser: parse error at or near "NULL" at character 34 at /usr/local/lib/perl5/site_perl/5.8.1/DBIx/SearchBuilder/Handle.pm line 410. (/usr/local/rt3/lib/RT.pm:247) Dec 26 15:36:28 mint RT: RT::Handle=HASH(0xa070a30) couldn't execute the query 'SELECT * FROM Users WHERE Name ?' at /usr/local/lib/perl5/site_perl/5.8.1/DBIx/SearchBuilder/Handle.pm line 417. (/usr/local/rt3/lib/RT.pm:247) Hadn't caught this the first time 'round... however, I _am_ able to do things like sign into RT and create queues, users, etc... Thanks for your help, Robert! Hopefully I can figure this out :-/ Glenn --- The original portions of this message are the copyright of the author (c)1998-2002 Glenn E. Sieb. ICQ UIN: 300395 IRC Nick: Rainbear "All acts of Love and Pleasure are Her rituals"-Charge of the Goddess From ritu at netcore.co.in Sat Dec 27 02:26:29 2003 From: ritu at netcore.co.in (Ritu Khetan) Date: Sat, 27 Dec 2003 12:56:29 +0530 Subject: [rt-users] Giving Rights in RTFM Message-ID: <1072509988.1027.1.camel@efv2.netcore.co.in> Hello All, Is it possible to give Class Management rights to only a given set of users in RTFM. Of what I have seen, only Superuser has rights to manage classes. Please hlep! Regards, Ritu ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From ritu at netcore.co.in Sat Dec 27 04:41:13 2003 From: ritu at netcore.co.in (Ritu Khetan) Date: Sat, 27 Dec 2003 15:11:13 +0530 Subject: [rt-users] Requestor Rights Message-ID: <1072518073.1027.5.camel@efv2.netcore.co.in> Hello All, Is it possible to grant non-staff users (like customers who have been created as users automatically in RT), the rights to Search/Watch only their tickets in a given queue? If yes, how...? Regards, Ritu ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From ritu at netcore.co.in Sat Dec 27 05:03:59 2003 From: ritu at netcore.co.in (Ritu Khetan) Date: Sat, 27 Dec 2003 15:33:59 +0530 Subject: [rt-users] Deleting Tickets Message-ID: <1072519439.1027.8.camel@efv2.netcore.co.in> Hello All, I am logged in as root in RT and am yet not able to see any link to Delete Tickets anywhere. The link does not appear for users who have been explicitly given 'Delete Tickets' rights too. Doesn't RT support deletion of tickets??? Regards, Ritu ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From maxb at ukf.net Sat Dec 27 07:12:52 2003 From: maxb at ukf.net (Max Bowsher) Date: Sat, 27 Dec 2003 12:12:52 -0000 Subject: [rt-users] Deleting Tickets References: <1072519439.1027.8.camel@efv2.netcore.co.in> Message-ID: <00cb01c3cc72$fd236840$3a257ad5@starfruit> Ritu Khetan wrote: > I am logged in as root in RT and am yet not able to see any link to > Delete Tickets anywhere. The link does not appear for users who have > been explicitly given 'Delete Tickets' rights too. Doesn't RT support > deletion of tickets??? It does. You do it by setting the ticket status to 'deleted'. Max. From fw at deneb.enyo.de Sat Dec 27 08:13:32 2003 From: fw at deneb.enyo.de (Florian Weimer) Date: Sat, 27 Dec 2003 14:13:32 +0100 Subject: [rt-users] Deleting Tickets In-Reply-To: <00cb01c3cc72$fd236840$3a257ad5@starfruit> References: <1072519439.1027.8.camel@efv2.netcore.co.in> <00cb01c3cc72$fd236840$3a257ad5@starfruit> Message-ID: <20031227131332.GA2811@deneb.enyo.de> Max Bowsher wrote: > > I am logged in as root in RT and am yet not able to see any link to > > Delete Tickets anywhere. The link does not appear for users who have > > been explicitly given 'Delete Tickets' rights too. Doesn't RT support > > deletion of tickets??? > > It does. You do it by setting the ticket status to 'deleted'. Is there a better way (for RT3)? We have some tickets that we must delete because of privacy regulations. While we are at it, is there a way to clear the users table (e.g. remove all users which are only referenced from dead tickets)? From seph at directionless.org Sat Dec 27 09:21:11 2003 From: seph at directionless.org (seph) Date: Sat, 27 Dec 2003 09:21:11 -0500 Subject: [rt-users] Re: Deleting Tickets In-Reply-To: <20031227131332.GA2811@deneb.enyo.de> (Florian Weimer's message of "Sat, 27 Dec 2003 14:13:32 +0100") References: <1072519439.1027.8.camel@efv2.netcore.co.in> <00cb01c3cc72$fd236840$3a257ad5@starfruit> <20031227131332.GA2811@deneb.enyo.de> Message-ID: >> It does. You do it by setting the ticket status to 'deleted'. > > Is there a better way (for RT3)? We have some tickets that we must > delete because of privacy regulations. this comes up on rt-users every couple weeks. try the archives. > While we are at it, is there a way to clear the users table (e.g. remove > all users which are only referenced from dead tickets)? as does this. seph From fw at deneb.enyo.de Sat Dec 27 09:27:12 2003 From: fw at deneb.enyo.de (Florian Weimer) Date: Sat, 27 Dec 2003 15:27:12 +0100 Subject: [rt-users] Re: Deleting Tickets In-Reply-To: References: <1072519439.1027.8.camel@efv2.netcore.co.in> <00cb01c3cc72$fd236840$3a257ad5@starfruit> <20031227131332.GA2811@deneb.enyo.de> Message-ID: <20031227142712.GA3917@deneb.enyo.de> seph wrote: > >> It does. You do it by setting the ticket status to 'deleted'. > > > > Is there a better way (for RT3)? We have some tickets that we must > > delete because of privacy regulations. > > this comes up on rt-users every couple weeks. try the archives. I did, but the RT3 contrib section (which is often referred to) does not offer such an extension AFAIK (for deleting all dead tickets). 8-( From rspier at pobox.com Sat Dec 27 16:45:04 2003 From: rspier at pobox.com (Robert) Date: Sat, 27 Dec 2003 13:45:04 -0800 Subject: [rt-users] RT3.0.8pre2 (elixus version) email question. In-Reply-To: <3679.68.196.127.120.1072508233.squirrel@www.wingfoot.org> References: <1121.68.196.127.120.1072466826.squirrel@www.wingfoot.org> <3679.68.196.127.120.1072508233.squirrel@www.wingfoot.org> Message-ID: <3FEDFD60.1090504@pobox.com> > Dec 26 15:36:28 mint RT: RT::Handle=HASH(0xa070a30) couldn't execute the > query 'SELECT * FROM Users WHERE Name ?' at > /usr/local/lib/perl5/site_perl/5.8.1/DBIx/SearchBuilder/Handle.pm line > 417. (/usr/local/rt3/lib/RT.pm:247) > Hadn't caught this the first time 'round... however, I _am_ able to do > things like sign into RT and create queues, users, etc... Are you sure those errors showed up from the email submission? Those look iike the login/logout issues we've been seeing. -R From ges+lists at wingfoot.org Sat Dec 27 20:28:34 2003 From: ges+lists at wingfoot.org (Glenn Sieb) Date: Sat, 27 Dec 2003 20:28:34 -0500 (EST) Subject: [rt-users] RT3.0.8pre2 (elixus version) email question. In-Reply-To: <3FEDFD60.1090504@pobox.com> References: <1121.68.196.127.120.1072466826.squirrel@www.wingfoot.org> <3679.68.196.127.120.1072508233.squirrel@www.wingfoot.org> <3FEDFD60.1090504@pobox.com> Message-ID: <3720.68.196.127.120.1072574914.squirrel@www.wingfoot.org> Robert said: >> Dec 26 15:36:28 mint RT: RT::Handle=HASH(0xa070a30) couldn't execute the >> query 'SELECT * FROM Users WHERE Name ?' at >> /usr/local/lib/perl5/site_perl/5.8.1/DBIx/SearchBuilder/Handle.pm line >> 417. (/usr/local/rt3/lib/RT.pm:247) >> Hadn't caught this the first time 'round... however, I _am_ able to do >> things like sign into RT and create queues, users, etc... > > Are you sure those errors showed up from the email submission? Those > look iike the login/logout issues we've been seeing. Good point.. there are no errors being logged in the RT log.. (syslog).. I have it set to "Emergency" which, from what I see in RT_Config.pm, should set the log to log _everything_, which oddly makes no sense.. I'd think that *debug* would do that, and "emergency" only show you things like panics... *shrug* :) Thanks, Robert! Glenn --- The original portions of this message are the copyright of the author (c)1998-2002 Glenn E. Sieb. ICQ UIN: 300395 IRC Nick: Rainbear "All acts of Love and Pleasure are Her rituals"-Charge of the Goddess From rspier at pobox.com Sat Dec 27 21:36:05 2003 From: rspier at pobox.com (Robert Spier) Date: Sat, 27 Dec 2003 18:36:05 -0800 Subject: [rt-users] RT3.0.8pre2 (elixus version) email question. In-Reply-To: <3720.68.196.127.120.1072574914.squirrel@www.wingfoot.org> References: <1121.68.196.127.120.1072466826.squirrel@www.wingfoot.org> <3679.68.196.127.120.1072508233.squirrel@www.wingfoot.org> <3FEDFD60.1090504@pobox.com> <3720.68.196.127.120.1072574914.squirrel@www.wingfoot.org> Message-ID: > Good point.. there are no errors being logged in the RT log.. (syslog).. I > have it set to "Emergency" which, from what I see in RT_Config.pm, should > set the log to log _everything_, which oddly makes no sense.. I'd think > that *debug* would do that, and "emergency" only show you things like > panics... Yeah, that doesn't sound right at all. debug is "everything". "emergency" is the lowest level. Have you tried your test with a "well formed email"? (i.e.... some basic headers, a newline, and a simple body?) -R From ges+lists at wingfoot.org Sun Dec 28 00:44:24 2003 From: ges+lists at wingfoot.org (Glenn Sieb) Date: Sun, 28 Dec 2003 00:44:24 -0500 (EST) Subject: [rt-users] RT3.0.8pre2 (elixus version) email question. In-Reply-To: References: <1121.68.196.127.120.1072466826.squirrel@www.wingfoot.org><3679.68.196.127.120.1072508233.squirrel@www.wingfoot.org><3FEDFD60.1090504@pobox.com><3720.68.196.127.120.1072574914.squirrel@www.wingfoot.org> Message-ID: <2465.68.196.127.120.1072590264.squirrel@www.wingfoot.org> Robert Spier said: >> Good point.. there are no errors being logged in the RT log.. (syslog).. >> I have it set to "Emergency" which, from what I see in RT_Config.pm, >> should set the log to log _everything_, which oddly makes no sense.. >> I'd think that *debug* would do that, and "emergency" only show you >> things like panics... > > Yeah, that doesn't sound right at all. debug is "everything". > "emergency" is the lowest level. *nod* It's wrong in the RT_Config.pm then :-/ > Have you tried your test with a "well formed email"? If Mozilla and Squirrelmail aren't sending "well formed emails" then a whole boatload of us are in trouble, yes? :) Especially since they work fine with other installs of RT... :-/ > (i.e.... some basic headers, a newline, and a simple body?) Jup... Thanks, G. (Here's what the email looks like, for arguments sake:) Message-ID: <3FEE30F4.1000906 at wingfoot.org> Date: Sat, 27 Dec 2003 20:25:08 -0500 From: "Glenn E. Sieb" User-Agent: Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.5b) Gecko/20030827 X-Accept-Language: en-us, en MIME-Version: 1.0 To: general at databasement.org Subject: Testing #4 Content-Type: text/plain; charset=us-ascii; format=flowed Content-Transfer-Encoding: 7bit Testing again --- The original portions of this message are the copyright of the author (c)1998-2002 Glenn E. Sieb. ICQ UIN: 300395 IRC Nick: Rainbear "All acts of Love and Pleasure are Her rituals"-Charge of the Goddess From rspier at pobox.com Sun Dec 28 01:17:49 2003 From: rspier at pobox.com (Robert Spier) Date: Sat, 27 Dec 2003 22:17:49 -0800 Subject: [rt-users] RT3.0.8pre2 (elixus version) email question. In-Reply-To: <2465.68.196.127.120.1072590264.squirrel@www.wingfoot.org> References: <1121.68.196.127.120.1072466826.squirrel@www.wingfoot.org> <3679.68.196.127.120.1072508233.squirrel@www.wingfoot.org> <3FEDFD60.1090504@pobox.com> <3720.68.196.127.120.1072574914.squirrel@www.wingfoot.org> <2465.68.196.127.120.1072590264.squirrel@www.wingfoot.org> Message-ID: > > Yeah, that doesn't sound right at all. debug is "everything". > > "emergency" is the lowest level. > > *nod* It's wrong in the RT_Config.pm then :-/ Well, it's not wrong, just slightly confusing. The "level" refers to "importance". In theory debug messages are less important than emergency messages. I started making a patch, but wasn't happy with any of the minor adjustments to it, and didn't want to rewrite the whole paragraph. Your attempt is welcomed. > > Have you tried your test with a "well formed email"? > > If Mozilla and Squirrelmail aren't sending "well formed emails" then a > whole boatload of us are in trouble, yes? :) Yes. Well... this brings us back to where we started. :) The mail gateway is working for everyone else, and that email doesn't look too odd, so I'm not sure whats going on. Any luck pulling something from the debug logs? There are definitely debug messages you should see from email creation, some of them relate to character decoding. if you're not seeing any of those, it means its failing early on. If you turn LogToScreen to debug (this will send things to your apache log) do you get anything there? That's also where you'd see weird perl issues. -R From ges+lists at wingfoot.org Sun Dec 28 01:47:24 2003 From: ges+lists at wingfoot.org (Glenn Sieb) Date: Sun, 28 Dec 2003 01:47:24 -0500 (EST) Subject: [rt-users] RT3.0.8pre2 (elixus version) email question. In-Reply-To: References: <1121.68.196.127.120.1072466826.squirrel@www.wingfoot.org><3679.68.196.127.120.1072508233.squirrel@www.wingfoot.org><3FEDFD60.1090504@pobox.com><3720.68.196.127.120.1072574914.squirrel@www.wingfoot.org><2465.68.196.127.120.1072590264.squirrel@www.wingfoot.org> Message-ID: <3333.68.196.127.120.1072594044.squirrel@www.wingfoot.org> Robert Spier said: > Well, it's not wrong, just slightly confusing. The "level" refers to > "importance". In theory debug messages are less important than > emergency messages. Um... ok.. I'll see what I can come up with that's more clear, perhaps :) I'll just email said paragraph to list, maybe? > Well... this brings us back to where we started. > > :) > > The mail gateway is working for everyone else, and that email doesn't > look too odd, so I'm not sure whats going on. Any luck pulling > something from the debug logs? > > There are definitely debug messages you should see from email > creation, some of them relate to character decoding. if you're not > seeing any of those, it means its failing early on. If you turn > LogToScreen to debug (this will send things to your apache log) do you > get anything there? That's also where you'd see weird perl issues. Ok.. I've debug'd those settings: # tail -f /usr/local/rt3/var/log/rt.log [Sun Dec 28 06:43:38 2003] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - Testing #4 (/usr/local/rt3/lib/RT/I18N.pm:200) # tail -f /var/log/vhost/databasement.org-error_log [Sun Dec 28 06:43:38 2003] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - Testing #4 (/usr/local/rt3/lib/RT/I18N.pm:200) # tail -f /var/log/messages (nothing) and my mailq still says: # mailq -Queue ID- --Size-- ----Arrival Time---- -Sender/Recipient------- 4E85B33C2B 1290 Sat Dec 27 20:25:19 ges at wingfoot.org (temporary failure. Command output: RT server error. The RT server which handled your email did not behave as expected. It said: temporary failure ) general at databasement.org Thanks, again for your help! Glenn --- The original portions of this message are the copyright of the author (c)1998-2002 Glenn E. Sieb. ICQ UIN: 300395 IRC Nick: Rainbear "All acts of Love and Pleasure are Her rituals"-Charge of the Goddess From rspier at pobox.com Sun Dec 28 01:54:32 2003 From: rspier at pobox.com (Robert Spier) Date: Sat, 27 Dec 2003 22:54:32 -0800 Subject: [rt-users] RT3.0.8pre2 (elixus version) email question. In-Reply-To: <3333.68.196.127.120.1072594044.squirrel@www.wingfoot.org> References: <1121.68.196.127.120.1072466826.squirrel@www.wingfoot.org> <3679.68.196.127.120.1072508233.squirrel@www.wingfoot.org> <3FEDFD60.1090504@pobox.com> <3720.68.196.127.120.1072574914.squirrel@www.wingfoot.org> <2465.68.196.127.120.1072590264.squirrel@www.wingfoot.org> <3333.68.196.127.120.1072594044.squirrel@www.wingfoot.org> Message-ID: Aha! In share/html/REST/1.0/NoAuth/mail-gateway Change the line that says: temporary failure to temporary failure - <% error %> and try again. -R From ges+lists at wingfoot.org Sun Dec 28 02:15:35 2003 From: ges+lists at wingfoot.org (Glenn Sieb) Date: Sun, 28 Dec 2003 02:15:35 -0500 (EST) Subject: [rt-users] RT3.0.8pre2 (elixus version) email question. In-Reply-To: References: <1121.68.196.127.120.1072466826.squirrel@www.wingfoot.org><3679.68.196.127.120.1072508233.squirrel@www.wingfoot.org><3FEDFD60.1090504@pobox.com><3720.68.196.127.120.1072574914.squirrel@www.wingfoot.org><2465.68.196.127.120.1072590264.squirrel@www.wingfoot.org><3333.68.196.127.120.1072594044.squirrel@www.wingfoot.org> Message-ID: <3571.68.196.127.120.1072595735.squirrel@www.wingfoot.org> Robert Spier said: > > Aha! > > In share/html/REST/1.0/NoAuth/mail-gateway > > Change the line that says: > > temporary failure > > to > > temporary failure - <% error %> > > and try again. Here 'tis... Thanks again, G. # mailq -Queue ID- --Size-- ----Arrival Time---- -Sender/Recipient------- 4E85B33C2B 1290 Sat Dec 27 20:25:19 ges at wingfoot.org (temporary failure. Command output: RT server error. The RT server which handled your email did not behave as expected. It said:

    System error

    error:  Error during compilation of /usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:
    Bareword "error" not allowed while "strict subs" in use at /usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 36.

    context: 
    ... 
    32:  my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway(\%ARGS);
    33:  </%init>
    34:  <%flags>
    35:  inherit => undef # inhibit UTF8 conversion done in /autohandler
    36:  </%flags>
    37:  % if ($status == -75 ) {
    38:  temporary failure - <% error %>
    39:  % }
    40:  References: <1121.68.196.127.120.1072466826.squirrel@www.wingfoot.org><3679.68.196.127.120.1072508233.squirrel@www.wingfoot.org><3FEDFD60.1090504@pobox.com><3720.68.196.127.120.1072574914.squirrel@www.wingfoot.org><2465.68.196.127.120.1072590264.squirrel@www.wingfoot.org><3333.68.196.127.120.1072594044.squirrel@www.wingfoot.org> <3571.68.196.127.120.1072595735.squirrel@www.wingfoot.org> Message-ID: <3FEEC104.7080705@lyon.cemagref.fr> Glenn Sieb wrote: >Robert Spier said: > > >>Aha! >> >>In share/html/REST/1.0/NoAuth/mail-gateway >> >>Change the line that says: >> >>temporary failure >> >>to >> >>temporary failure - <% error %> >> Warning: a "$" is missing : "<% $error %>" instead of "<% error %>". You can also insert the following just after the "<%init>" line : $m->error_format('text'); This should force output of error report in plain text instead of html. -- 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 Michael_Maloney at nyce.net Sun Dec 28 09:59:32 2003 From: Michael_Maloney at nyce.net (Maloney, Michael) Date: Sun, 28 Dec 2003 09:59:32 -0500 Subject: [rt-users] Statistics Problems - Help Needed Message-ID: I have RT running great on RH 9 and MySQL, email working properly, RTFM working. I installed the Statistics package and get the text for all the stat pages, but no graphs. If I click on the image properties and copy the URL for the graph, and plug it back into the browser, I get the message below. Same message no matter which graph URL is selected. I have searched/read the archives and implimented the suggestions (i.e what to put in httpd.conf, symbolic link to Graph.pm, libgd installed properly, etc.), but still no luck. Any other ideas? Thanks, Mike M. URL: http://rt.intranet.nyce/Statistics/TimeToResolve/Elements/Chart?x_labels=lon ger&marker_size=1&data1=1 System error error: Can't locate object method "new" via package "GD::Graph::points" at /opt/rt3/share/html/Statistics/TimeToResolve/Elements/Chart line 30. context: ... 26: <%INIT> 27: use GD::Graph::points; 28: 29: my @data; 30: my $graph = GD::Graph::points->new(400,300); 31: my $format = $graph->export_format; 32: $graph->set(export_format => "png", marker_size => $ARGS{marker_size}); 33: print $r->content_type("image/$format"); 34: push @data, [split /,/ , $ARGS{x_labels}]; ... code stack: /opt/rt3/share/html/Statistics/TimeToResolve/Elements/Chart:30 /opt/rt3/share/html/autohandler:189 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ges+lists at wingfoot.org Sun Dec 28 15:03:46 2003 From: ges+lists at wingfoot.org (Glenn Sieb) Date: Sun, 28 Dec 2003 15:03:46 -0500 (EST) Subject: [rt-users] RT3.0.8pre2 (elixus version) email question. In-Reply-To: <3FEEC104.7080705@lyon.cemagref.fr> References: <1121.68.196.127.120.1072466826.squirrel@www.wingfoot.org><3679.68.196.127.120.1072508233.squirrel@www.wingfoot.org><3FEDFD60.1090504@pobox.com><3720.68.196.127.120.1072574914.squirrel@www.wingfoot.org><2465.68.196.127.120.1072590264.squirrel@www.wingfoot.org><3333.68.196.127.120.1072594044.squirrel@www.wingfoot.org><3571.68.196.127.120.1072595735.squirrel@www.wingfoot.org> <3FEEC104.7080705@lyon.cemagref.fr> Message-ID: <3700.68.196.127.120.1072641826.squirrel@www.wingfoot.org> Guillaume Perr?al said: > Warning: a "$" is missing : "<% $error %>" instead of "<% error %>". > > You can also insert the following just after the "<%init>" line : > > $m->error_format('text'); > > This should force output of error report in plain text instead of html. Thanks, Guillaume! The new, improved output: # mailq -Queue ID- --Size-- ----Arrival Time---- -Sender/Recipient------- 4E85B33C2B 1290 Sat Dec 27 20:25:19 ges at wingfoot.org (temporary failure. Command output: An Error Occurred ================= 500 Can't connect to rt.databasement.org:80 (connect: Invalid argument) ) general at databasement.org Thanks again! Glenn --- The original portions of this message are the copyright of the author (c)1998-2002 Glenn E. Sieb. ICQ UIN: 300395 IRC Nick: Rainbear "All acts of Love and Pleasure are Her rituals"-Charge of the Goddess From ges+lists at wingfoot.org Sun Dec 28 15:08:32 2003 From: ges+lists at wingfoot.org (Glenn Sieb) Date: Sun, 28 Dec 2003 15:08:32 -0500 (EST) Subject: [rt-users] RT3.0.8pre2 (elixus version) email question. In-Reply-To: <3700.68.196.127.120.1072641826.squirrel@www.wingfoot.org> References: <1121.68.196.127.120.1072466826.squirrel@www.wingfoot.org><3679.68.196.127.120.1072508233.squirrel@www.wingfoot.org><3FEDFD60.1090504@pobox.com><3720.68.196.127.120.1072574914.squirrel@www.wingfoot.org><2465.68.196.127.120.1072590264.squirrel@www.wingfoot.org><3333.68.196.127.120.1072594044.squirrel@www.wingfoot.org><3571.68.196.127.120.1072595735.squirrel@www.wingfoot.org><3FEEC104.7080705@lyon.cemagref.fr> <3700.68.196.127.120.1072641826.squirrel@www.wingfoot.org> Message-ID: <3708.68.196.127.120.1072642112.squirrel@www.wingfoot.org> Glenn Sieb said: > The new, improved output: > > # mailq > -Queue ID- --Size-- ----Arrival Time---- -Sender/Recipient------- > 4E85B33C2B 1290 Sat Dec 27 20:25:19 ges at wingfoot.org > (temporary failure. Command output: An Error Occurred ================= > 500 Can't connect to rt.databasement.org:80 (connect: Invalid argument) ) > general at databasement.org Ok.. seeing this now.. I tried telnetting to that address' port 80.. and I'm getting connection refused. I'm looking into it, as I can certainly _browse_ that page, and log in and all that good stuff.. Thanks for all of your help, guys! Glenn --- The original portions of this message are the copyright of the author (c)1998-2002 Glenn E. Sieb. ICQ UIN: 300395 IRC Nick: Rainbear "All acts of Love and Pleasure are Her rituals"-Charge of the Goddess From ges+lists at wingfoot.org Sun Dec 28 15:14:58 2003 From: ges+lists at wingfoot.org (Glenn Sieb) Date: Sun, 28 Dec 2003 15:14:58 -0500 (EST) Subject: [rt-users] RT3.0.8pre2 (elixus version) email question. In-Reply-To: <3708.68.196.127.120.1072642112.squirrel@www.wingfoot.org> References: <1121.68.196.127.120.1072466826.squirrel@www.wingfoot.org><3679.68.196.127.120.1072508233.squirrel@www.wingfoot.org><3FEDFD60.1090504@pobox.com><3720.68.196.127.120.1072574914.squirrel@www.wingfoot.org><2465.68.196.127.120.1072590264.squirrel@www.wingfoot.org><3333.68.196.127.120.1072594044.squirrel@www.wingfoot.org><3571.68.196.127.120.1072595735.squirrel@www.wingfoot.org><3FEEC104.7080705@lyon.cemagref.fr><3700.68.196.127.120.1072641826.squirrel@www.wingfoot.org> <3708.68.196.127.120.1072642112.squirrel@www.wingfoot.org> Message-ID: <3724.68.196.127.120.1072642498.squirrel@www.wingfoot.org> Glenn Sieb said: > Ok.. seeing this now.. I tried telnetting to that address' port 80.. and > I'm getting connection refused. I'm looking into it, as I can certainly > _browse_ that page, and log in and all that good stuff.. Ok. Got it... A) restart apache.. that stopped happening.. B) correct a *grr* typo. Thanks for all of your help, guys! Glenn --- The original portions of this message are the copyright of the author (c)1998-2002 Glenn E. Sieb. ICQ UIN: 300395 IRC Nick: Rainbear "All acts of Love and Pleasure are Her rituals"-Charge of the Goddess From ges+lists at wingfoot.org Sun Dec 28 15:26:16 2003 From: ges+lists at wingfoot.org (Glenn Sieb) Date: Sun, 28 Dec 2003 15:26:16 -0500 (EST) Subject: [rt-users] Apologies for my work auto-reply Message-ID: <3808.65.246.245.166.1072643176.squirrel@www.wingfoot.org> We've recently switched over to Oracle Collaboration Suite, and this was the first time I've had to use the vacation "feature".. which *claims* I can set it to one reply per sender... *sigh*. My apologies--I have shut off the auto reply. Glenn --- The original portions of this message are the copyright of the author (c)1998-2002 Glenn E. Sieb. ICQ UIN: 300395 IRC Nick: Rainbear "All acts of Love and Pleasure are Her rituals"-Charge of the Goddess From ritu at netcore.co.in Mon Dec 29 03:47:43 2003 From: ritu at netcore.co.in (Ritu Khetan) Date: Mon, 29 Dec 2003 14:17:43 +0530 Subject: [rt-users] Mass deletion of tickets in RT Message-ID: <1072687663.10113.16.camel@efv2.netcore.co.in> Hello All, Is there a way to mass delete tickets in RT. I have 250 odd tickets which have to be deleted. Whats the best way to delete them. Please help. Regards, Ritu ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Mon Dec 29 04:33:24 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 29 Dec 2003 12:33:24 +0300 Subject: [rt-users] Mass deletion of tickets in RT In-Reply-To: <1072687663.10113.16.camel@efv2.netcore.co.in> References: <1072687663.10113.16.camel@efv2.netcore.co.in> Message-ID: <3FEFF4E4.5080307@acronis.ru> Ritu Khetan wrote: > Hello All, > > Is there a way to mass delete tickets in RT. I have 250 odd tickets > which have to be deleted. Whats the best way to delete them. Bulk update. > > Please help. > > Regards, > Ritu > From ritu at netcore.co.in Mon Dec 29 04:38:39 2003 From: ritu at netcore.co.in (Ritu Khetan) Date: Mon, 29 Dec 2003 15:08:39 +0530 Subject: [rt-users] Mass deletion of tickets in RT In-Reply-To: <3FEFF4E4.5080307@acronis.ru> References: <1072687663.10113.16.camel@efv2.netcore.co.in> <3FEFF4E4.5080307@acronis.ru> Message-ID: <1072690719.10113.22.camel@efv2.netcore.co.in> Thanks Ruslan! Regards, Ritu On Mon, 2003-12-29 at 15:03, Ruslan U. Zakirov wrote: > Ritu Khetan wrote: > > Hello All, > > > > Is there a way to mass delete tickets in RT. I have 250 odd tickets > > which have to be deleted. Whats the best way to delete them. > > Bulk update. > > > > > Please help. > > > > Regards, > > Ritu > > > > ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From mixo at coza.net.za Mon Dec 29 07:51:45 2003 From: mixo at coza.net.za (mixo) Date: Mon, 29 Dec 2003 14:51:45 +0200 Subject: [rt-users] install Error - rt-3-0-7_01 In-Reply-To: <1072271387.6720.45.camel@efv2.netcore.co.in> References: <1072271387.6720.45.camel@efv2.netcore.co.in> Message-ID: <3FF02361.1000906@coza.net.za> Sachin Murudkar wrote: > Hi, > I am installing rt-3-0-7_01. After doing make install, I am getting > error while 'make initialize-database'. > > Softwares: > Postgres - 7.4 > Apache 1.3.28 > mod_perl-1.29 > rt-3-0-7_01 > Redhat Linux 9.0 > > ------------------------------ Errors > ------------------------------------- > Password: Now creating a database for RT. > Creating Pg database rt3. > Now populating database schema. > Creating database schema. > Died at //opt/rt3/sbin/rt-setup-database line 161. > make: *** [initialize-database] Error 2 > ------------------------------------------------------------------------------- > > After going through some threads, i came to know that etc/schema.Pg > doesn't seems to work with > rt-setup-database. Anyone faced similar kind of problem? Any clues on > how to procced further? > I am stuck at this error for last 2 days. Thanks. > > - I have just experienced the same error - this was after upgrading DBD-Pg 1.21-2 to 1.31. Try removing all traces of DBD-Pg 1.3x and reinstall 1.2x From rene at realhost.dk Mon Dec 29 09:54:59 2003 From: rene at realhost.dk (rene at realhost.dk) Date: Mon, 29 Dec 2003 15:54:59 +0100 (CET) Subject: [rt-users] relationship not set when ticket is resolved Message-ID: <2932.152.73.2.66.1072709699.squirrel@webmail.realhost.dk> Hi All I have just set up approvals with the following template : " ===Create-Ticket: Fakturering Subject: Fakturering af {$Tickets{'TOP'}->Subject} Depended-On-By: {$Tickets{'TOP'}->Id} Refers-To: {$Tickets{"TOP"}->Id} Owner: rbs, ps Queue: Billing Type: Approval Content: hvad er der at sige... de skylder os penge ENDOFCONTENT " And created a new queue "Billing" and made a global scrip, that on resolved creates a new tickte from the above. When I resolve a ticket an approval is created in the Billing queue but the "Depended-On-By" is not set... Can anyone please help, I'w been struggling with this all day :( Best regards Rene Brask From mick at onramp.ca Mon Dec 29 11:42:36 2003 From: mick at onramp.ca (Mick Szucs) Date: Mon, 29 Dec 2003 11:42:36 -0500 Subject: [rt-users] issue with attachments In-Reply-To: <1071871706.2618.16.camel@172-18-10-142.office.lillecorp.com> References: <1071869658.2618.1.camel@172-18-10-142.office.lillecorp.com> <20031219215218.GH18918@fsck.com> <1071871706.2618.16.camel@172-18-10-142.office.lillecorp.com> Message-ID: <200312291142.36621.mick@onramp.ca> On December 19, 2003 05:08 pm, Tom Vile wrote: > I have custom modifications to the system and don't want to upgrade > yet. Has anyone heard of this problem? I'm currently experiencing this as well. Have seen some list traffic to indicate that it's a fairly widespread problem. I'm suspicious that something in Redhat 9 might be behind this one as well - if anyone out there has run into this, please provide system specs. Mine: RT 3.0.6 Redhat 9 Mysql 3.23.56 Apache 2.0.40 When I figure out how to properly replicate the issue I'll upgrade to the latest and greatest RT and see if it still happens. We've got a ticket open on it ;P > > > There was a patch someone posted for the Attachment_Overlay.pm it had > > > to do with encoding issues. I did try this patch, as well, to no avail. And a sample of the behaviour: Same attachment, sent twice, first time broken, sent via email client: content-type: application/octet-stream; name="xox.doc" content-disposition: attachment; filename="xox.doc" Content-Transfer-Encoding: base64 Content-Length: 26411 Second time sent through RT web interface, working: Content-Type: application/msword; name="xox.doc" Content-Disposition: inline; filename="xox.doc" Content-Transfer-Encoding: base64 Content-Length: 23552 Thanks, -- Mick Szucs Onramp Network Services Inc. From murple at murple.net Mon Dec 29 11:42:23 2003 From: murple at murple.net (Craig Schenk) Date: Mon, 29 Dec 2003 11:42:23 -0500 (EST) Subject: [rt-users] RE: Cc broken in 3.0.6 In-Reply-To: <3FE7F912.2020608@acronis.ru> Message-ID: > I think you haven't solve your problem. This is good report. I'll try to > reproduce it today tonight and may be solve. > I was ill for days so don't have ability to do anything at all. > Good luck. Ruslan. Correct, the problem is still occuring. Any luck with reproducing the error? The system is running on a pretty standard RedHat/Apache/MySQL setup with a fresh unmodified install of RT 3.0.6 - no custom scrips or anything else have been added. The only changes to RT have been to localize the RT_SiteConfig.pm as described in my earlier mails. From m-liebman at northwestern.edu Mon Dec 29 11:43:09 2003 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Mon, 29 Dec 2003 11:43:09 -0500 Subject: [rt-users] Statistics Problems - Help Needed In-Reply-To: References: Message-ID: <6.0.1.1.2.20031229114107.029df430@pop.mail.yahoo.com> At 09:59 AM 12/28/2003, Maloney, Michael wrote: >I have RT running great on RH 9 and MySQL, email working properly, RTFM >working. I installed the Statistics package and get the text for all the >stat pages, but no graphs. [snip happens] >error: Can't locate object method "new" via package "GD::Graph::points" >at /opt/rt3/share/html/Statistics/TimeToResolve/Elements/Chart line 30. It looks like you don't have GD::Graph properly installed. You may want to try installing it by hand and not through the CPAN shell. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From mick at onramp.ca Mon Dec 29 12:13:30 2003 From: mick at onramp.ca (Mick Szucs) Date: Mon, 29 Dec 2003 12:13:30 -0500 Subject: [rt-users] issue with attachments In-Reply-To: <200312291142.36621.mick@onramp.ca> References: <1071869658.2618.1.camel@172-18-10-142.office.lillecorp.com> <1071871706.2618.16.camel@172-18-10-142.office.lillecorp.com> <200312291142.36621.mick@onramp.ca> Message-ID: <200312291213.30424.mick@onramp.ca> On December 29, 2003 11:42 am, Mick Szucs wrote: > RT 3.0.6 Whoops. I lied. RT 3.0.5, that is. Seasons greetings, eh? -- Mick Szucs Onramp Network Services Inc. From jesse at bestpractical.com Mon Dec 29 12:33:47 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 29 Dec 2003 12:33:47 -0500 Subject: [rt-users] issue with attachments In-Reply-To: <200312291213.30424.mick@onramp.ca> References: <1071869658.2618.1.camel@172-18-10-142.office.lillecorp.com> <1071871706.2618.16.camel@172-18-10-142.office.lillecorp.com> <200312291142.36621.mick@onramp.ca> <200312291213.30424.mick@onramp.ca> Message-ID: <20031229173347.GO11393@fsck.com> On Mon, Dec 29, 2003 at 12:13:30PM -0500, Mick Szucs wrote: > On December 29, 2003 11:42 am, Mick Szucs wrote: > > RT 3.0.6 > > Whoops. I lied. RT 3.0.5, that is. There's no real point in being a martyr. Come up to a current version of the software. This is an issue we know we've fixed. > > Seasons greetings, eh? > -- > Mick Szucs > Onramp Network Services Inc. > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.bestpractical.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 mick at onramp.ca Mon Dec 29 12:54:03 2003 From: mick at onramp.ca (Mick Szucs) Date: Mon, 29 Dec 2003 12:54:03 -0500 Subject: [rt-users] issue with attachments In-Reply-To: <20031229173347.GO11393@fsck.com> References: <1071869658.2618.1.camel@172-18-10-142.office.lillecorp.com> <200312291213.30424.mick@onramp.ca> <20031229173347.GO11393@fsck.com> Message-ID: <200312291254.03382.mick@onramp.ca> On December 29, 2003 12:33 pm, Jesse Vincent wrote: > On Mon, Dec 29, 2003 at 12:13:30PM -0500, Mick Szucs wrote: > > On December 29, 2003 11:42 am, Mick Szucs wrote: > > > RT 3.0.6 > > > > Whoops. I lied. RT 3.0.5, that is. > > There's no real point in being a martyr. Come up to a current version of > the software. This is an issue we know we've fixed. That's right. Martyrdom is for Easter, not Christmas. :P Upgraded to 3.0.7_1. Not sure what the problem was, or how to replicate it, so I can't say for sure that it's fixed, but your word is good enough for me. Many thanks, -- Mick Szucs Onramp Network Services Inc. From jesse at bestpractical.com Mon Dec 29 12:55:35 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 29 Dec 2003 12:55:35 -0500 Subject: [rt-users] issue with attachments In-Reply-To: <200312291254.03382.mick@onramp.ca> References: <1071869658.2618.1.camel@172-18-10-142.office.lillecorp.com> <200312291213.30424.mick@onramp.ca> <20031229173347.GO11393@fsck.com> <200312291254.03382.mick@onramp.ca> Message-ID: <20031229175535.GQ11393@fsck.com> On Mon, Dec 29, 2003 at 12:54:03PM -0500, Mick Szucs wrote: > On December 29, 2003 12:33 pm, Jesse Vincent wrote: > > On Mon, Dec 29, 2003 at 12:13:30PM -0500, Mick Szucs wrote: > > > On December 29, 2003 11:42 am, Mick Szucs wrote: > > > > RT 3.0.6 > > > > > > Whoops. I lied. RT 3.0.5, that is. > > > > There's no real point in being a martyr. Come up to a current version of > > the software. This is an issue we know we've fixed. > > That's right. Martyrdom is for Easter, not Christmas. :P > > Upgraded to 3.0.7_1. Not sure what the problem was, or how to replicate it, > so I can't say for sure that it's fixed, but your word is good enough for me. FWIW, there have also been numerous improvements on the road to 3.0.8. We're running 3.0.8rc1 in production here and expect to push it out as 3.0.8 this week. -jesse > > Many thanks, > -- > Mick Szucs > Onramp Network Services Inc. > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.bestpractical.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 mick at onramp.ca Mon Dec 29 13:34:24 2003 From: mick at onramp.ca (Mick Szucs) Date: Mon, 29 Dec 2003 13:34:24 -0500 Subject: [rt-users] issue with attachments In-Reply-To: <20031229175535.GQ11393@fsck.com> References: <1071869658.2618.1.camel@172-18-10-142.office.lillecorp.com> <200312291254.03382.mick@onramp.ca> <20031229175535.GQ11393@fsck.com> Message-ID: <200312291334.24195.mick@onramp.ca> On December 29, 2003 12:55 pm, Jesse Vincent wrote: > FWIW, there have also been numerous improvements on the road to 3.0.8. > We're running 3.0.8rc1 in production here and expect to push it out as > 3.0.8 this week. That's great, Jesse, thanks. On your recommendation I'm now running 3.0.8rc1. Question: any idea what these messages in syslog are all about? Dec 29 13:31:17 rt3 RT: DBD::mysql::st execute failed: You have an error in your SQL syntax near 'NULL' at line 1 at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. (/opt/rt3/lib/RT.pm:247) Dec 29 13:31:17 rt3 RT: RT::Handle=HASH(0x8c260ac) couldn't execute the query 'SELECT * FROM Users WHERE Name ? ' at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. (/opt/rt3/lib/RT.pm:247) They seem to occur when I logoff, don't know if they're occurring elsewhere as well. Running SearchBuilder 0.95. Thanks, -- Mick Szucs Onramp Network Services Inc. From jesse at bestpractical.com Mon Dec 29 13:37:44 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 29 Dec 2003 13:37:44 -0500 Subject: [rt-users] issue with attachments In-Reply-To: <200312291334.24195.mick@onramp.ca> References: <1071869658.2618.1.camel@172-18-10-142.office.lillecorp.com> <200312291254.03382.mick@onramp.ca> <20031229175535.GQ11393@fsck.com> <200312291334.24195.mick@onramp.ca> Message-ID: <20031229183744.GU11393@fsck.com> On Mon, Dec 29, 2003 at 01:34:24PM -0500, Mick Szucs wrote: > On December 29, 2003 12:55 pm, Jesse Vincent wrote: > > FWIW, there have also been numerous improvements on the road to 3.0.8. > > We're running 3.0.8rc1 in production here and expect to push it out as > > 3.0.8 this week. > > That's great, Jesse, thanks. On your recommendation I'm now running 3.0.8rc1. > > Question: any idea what these messages in syslog are all about? We've seen it too. It's not a big deal and shouldn't hurt anything, but haven't tracked down the cause yet. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From leigh at csail.mit.edu Mon Dec 29 15:33:58 2003 From: leigh at csail.mit.edu (Leigh David Heyman) Date: Mon, 29 Dec 2003 15:33:58 -0500 Subject: [rt-users] Referencing custom field in template Message-ID: <3FF08FB6.6060508@csail.mit.edu> Hi, I've searched the list archives and found that this question has been asked a couple of times, but I never found that anyone answered the question... I have a queue with a custom field, and now I want to reference the custom field value in a template. Can someone tell me what the syntax would be? E.g. something like: Subject: {$Ticket->CustomField} but obviously that doesn't work. Thanks, -Leigh From drew at drewtaylor.com Mon Dec 29 16:10:49 2003 From: drew at drewtaylor.com (Drew Taylor) Date: Mon, 29 Dec 2003 16:10:49 -0500 Subject: [rt-users] issue with attachments In-Reply-To: <200312291334.24195.mick@onramp.ca> References: <1071869658.2618.1.camel@172-18-10-142.office.lillecorp.com> <200312291254.03382.mick@onramp.ca> <20031229175535.GQ11393@fsck.com> <200312291334.24195.mick@onramp.ca> Message-ID: <3FF09859.2030007@drewtaylor.com> Mick Szucs wrote: > On December 29, 2003 12:55 pm, Jesse Vincent wrote: > >>FWIW, there have also been numerous improvements on the road to 3.0.8. >>We're running 3.0.8rc1 in production here and expect to push it out as >>3.0.8 this week. > > > That's great, Jesse, thanks. On your recommendation I'm now running 3.0.8rc1. > > Question: any idea what these messages in syslog are all about? > > Dec 29 13:31:17 rt3 RT: DBD::mysql::st execute failed: You have an error in > your SQL syntax near 'NULL' at line 1 > at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. > (/opt/rt3/lib/RT.pm:247) > Dec 29 13:31:17 rt3 RT: RT::Handle=HASH(0x8c260ac) couldn't execute the query > 'SELECT * FROM Users WHERE Name ? > ' at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. > (/opt/rt3/lib/RT.pm:247) I don't know if the query above is verbatim, but it looks like it's missing an "=" in the WHERE clause (Name=?). That would certainly cause a database error. :-) Drew From paul.chan at u21global.com Mon Dec 29 22:56:12 2003 From: paul.chan at u21global.com (Paul Chan) Date: Tue, 30 Dec 2003 11:56:12 +0800 Subject: [rt-users] Referencing custom field in template Message-ID: <6152F8818FD85A45842DCE15D9DA33452BA728@sgmsexchg1.u21globalnet.com> In relation to Leigh's question, I am also trying to reference the comments in the "Resolved" comments in a template to be sent to the requestor so that they know what the resolution of their problem was, but can't seem to get it done. Can someone advice? Best Regards Paul Chan -----Original Message----- From: Leigh David Heyman [mailto:leigh at csail.mit.edu] Sent: Tuesday, December 30, 2003 4:34 AM To: rt-users at lists.fsck.com Subject: [rt-users] Referencing custom field in template Hi, I've searched the list archives and found that this question has been asked a couple of times, but I never found that anyone answered the question... I have a queue with a custom field, and now I want to reference the custom field value in a template. Can someone tell me what the syntax would be? E.g. something like: Subject: {$Ticket->CustomField} but obviously that doesn't work. Thanks, -Leigh _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From mixo at coza.net.za Tue Dec 30 03:38:02 2003 From: mixo at coza.net.za (mixo) Date: Tue, 30 Dec 2003 10:38:02 +0200 Subject: [rt-users] set ticket start number in mysql Message-ID: <3FF1396A.8050808@coza.net.za> How can I set the start number in mysql from tickets? From rt at chaka.net Tue Dec 30 02:56:28 2003 From: rt at chaka.net (Todd Chapman) Date: Tue, 30 Dec 2003 02:56:28 -0500 Subject: [rt-users] set ticket start number in mysql In-Reply-To: <3FF1396A.8050808@coza.net.za> References: <3FF1396A.8050808@coza.net.za> Message-ID: <20031230075628.GW17728@chaka.net> You need to search the mailing list archives. -Todd On Tue, Dec 30, 2003 at 10:38:02AM +0200, mixo wrote: > How can I set the start number in mysql from tickets? > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From mixo at coza.net.za Tue Dec 30 08:23:13 2003 From: mixo at coza.net.za (mixo) Date: Tue, 30 Dec 2003 15:23:13 +0200 Subject: [rt-users] Attachment display errors Message-ID: <3FF17C41.8020002@coza.net.za> Using the attached, faxes are to rt as file attachments. The script worked for rt2, but fail for rt3. I get this from the logs [warning]: Premature padding of base64 data at /opt/rt3/lib/RT/Attachment_Overlay.pm line The problem is that attachments in the database are not 'base64' encoded. Why am I get this error? All other tickets sent via email with attachments are displayed as expected. -------------- next part -------------- A non-text attachment was scrubbed... Name: new_fax.sh Type: application/x-sh Size: 1436 bytes Desc: not available URL: From ah3 at mlz.us Tue Dec 30 11:45:58 2003 From: ah3 at mlz.us (Andy Harrison) Date: Tue, 30 Dec 2003 11:45:58 -0500 Subject: [rt-users] Determining Group Membership Message-ID: <20031230114558.4cd8d2cb@andy> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I'd like to make my custom ticket creation for automatically turn on SELECTED for the a particular group in the Group listbox. perldoc Users_Overlay cites: MemberOfGroup PRINCIPAL_ID takes one argument, a group's principal id. Limits the returned set to members of a given group So I tried adding this to INIT: use RT::Users my $UserObj = new RT::Users($session{'CurrentUser'}); and this to the main portion of the form: % print "
    \n:::", $UserObj->MemberOfGroup(336), ":::

    \n"; It prints out :::CachedGroupMembers_2::: I also tried: user RT::Group; my $GroupObj = new RT::Group($session{'CurrentUser'}); % print "
    \n:::", $GroupObj->MembersObj(336), "  :::

    \n"; Which returns: :::RT::GroupMembers=HASH(0x96d4e28)::: I've verified that this *is* the group id I'm looking for: rt3=# select * from groups where id = '336'; id | name | description | domain | type | instance - -----+--------+--------------------+-------------+------+---------- 336 | SysOps | Systems Operations | UserDefined | | (1 row) rt3=# select * from principals where id = '336'; id | principaltype | objectid | disabled - -----+---------------+----------+---------- 336 | Group | 336 | 0 (1 row) Could anyone shed any light on how to do this? Thanx! - -- Andy Harrison (full headers for details) -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.3 (FreeBSD) iD8DBQE/4gi2CYaHi6DasBoRAsMHAJ4+LEeGphSdOFzpvTo6LozP2fYN8gCgjf2O jiRnMmUj2dbSOxqVufENKrk= =2zGV -----END PGP SIGNATURE----- -- Andy Harrison (full headers for details) -- Andy Harrison (full headers for details) From danf at clearnetwork.com Tue Dec 30 11:48:01 2003 From: danf at clearnetwork.com (Dan Fiorito) Date: Tue, 30 Dec 2003 11:48:01 -0500 Subject: [rt-users] Reply to address Message-ID: Hi, Having a problem with a few non local LAN individuals replying to tickets. For some reason the reply to address for some users is rt at machinename instead of rt at domainname. I have the proper reply to address listed in Site_Config and even have canonical mappings setup in postfix. I have the same problem on multiple queues. What is puzzling is that for most users local or not the reply to address is either the default in Site_Config or the configured queue address and works as expected. Has anyone else seen this? RT 3.0.7_1 Perl 5.8 From jficarra at crosscurrent.com Tue Dec 30 12:08:31 2003 From: jficarra at crosscurrent.com (Jim Ficarra) Date: Tue, 30 Dec 2003 12:08:31 -0500 Subject: [rt-users] syslog messages RE: issues with attachments Message-ID: I noticed that on my 3.0.7_1 installation. I can reproduce it by loading index.html (before logging in) and when logging out. -Jim Date: Mon, 29 Dec 2003 16:10:49 -0500 From: Drew Taylor Subject: Re: [rt-users] issue with attachments To: Jesse Vincent Cc: RT Message-ID: <3FF09859.2030007 at drewtaylor.com> Content-Type: text/plain; charset=us-ascii; format=flowed Mick Szucs wrote: > On December 29, 2003 12:55 pm, Jesse Vincent wrote: > >>FWIW, there have also been numerous improvements on the road to 3.0.8. >>We're running 3.0.8rc1 in production here and expect to push it out as >>3.0.8 this week. > > > That's great, Jesse, thanks. On your recommendation I'm now running 3.0.8rc1. > > Question: any idea what these messages in syslog are all about? > > Dec 29 13:31:17 rt3 RT: DBD::mysql::st execute failed: You have an error in > your SQL syntax near 'NULL' at line 1 > at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. > (/opt/rt3/lib/RT.pm:247) > Dec 29 13:31:17 rt3 RT: RT::Handle=HASH(0x8c260ac) couldn't execute the query > 'SELECT * FROM Users WHERE Name ? > ' at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. > (/opt/rt3/lib/RT.pm:247) I don't know if the query above is verbatim, but it looks like it's missing an "=" in the WHERE clause (Name=?). That would certainly cause a database error. :-) Drew From blair at orcaware.com Tue Dec 30 12:11:33 2003 From: blair at orcaware.com (Blair Zajac) Date: Tue, 30 Dec 2003 09:11:33 -0800 Subject: [rt-users] SQL syntax error in 3.0.7 Message-ID: <3FF1B1C5.F7C1B11A@orcaware.com> Hello, I'm seeing these intermittent warning messages in my /var/log/messages on RedHat 9. This is running RT 3.0.7 using Apache 1.3.29, MySQL 4.0.17. Dec 29 17:29:04 it-linux1 RT: DBD::mysql::st execute failed: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL server version for the right syntax to use near 'NULL' at line 1 at /opt/i386-linux/installed/perl-5.8.2/lib/site_perl/5.8.2/ DBIx/SearchBuilder/Handle.pm line 410. (/export/home2/apache/intranet_html/rt-3.0.7/lib/RT.pm:247) Best, Blair -- Blair Zajac Plots of your system's performance - http://www.orcaware.com/orca/ From jesse at bestpractical.com Tue Dec 30 12:19:44 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 30 Dec 2003 12:19:44 -0500 Subject: [rt-users] SQL syntax error in 3.0.7 In-Reply-To: <3FF1B1C5.F7C1B11A@orcaware.com> References: <3FF1B1C5.F7C1B11A@orcaware.com> Message-ID: <20031230171944.GK11393@fsck.com> On Tue, Dec 30, 2003 at 09:11:33AM -0800, Blair Zajac wrote: > Hello, > > I'm seeing these intermittent warning messages in my /var/log/messages > on RedHat 9. What DBIx::SearchBuilder? And can you peek in your mysql error log to see if it's the "Load an empty user" issue or something else? > > This is running RT 3.0.7 using Apache 1.3.29, MySQL 4.0.17. > > Dec 29 17:29:04 it-linux1 RT: DBD::mysql::st execute failed: You have > an error in your SQL syntax. Check the manual that corresponds to your > MySQL server version for the right syntax to use near 'NULL' at line 1 > at /opt/i386-linux/installed/perl-5.8.2/lib/site_perl/5.8.2/ > DBIx/SearchBuilder/Handle.pm line 410. > (/export/home2/apache/intranet_html/rt-3.0.7/lib/RT.pm:247) > > Best, > Blair > > -- > Blair Zajac > Plots of your system's performance - http://www.orcaware.com/orca/ > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.bestpractical.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 bobg at uic.edu Tue Dec 30 12:23:21 2003 From: bobg at uic.edu (Bob Goldstein) Date: Tue, 30 Dec 2003 11:23:21 -0600 Subject: [rt-users] Reply to address In-Reply-To: Your message of "Tue, 30 Dec 2003 11:48:01 EST." Message-ID: <200312301723.hBUHNLaq029334@shark.cc.uic.edu> Don't know about postfix, but I ran into something similar recently. I configured a machine whose dns arecord was "machinename" and a cname of "domainname" pointing to it. My naive intention was to use the cname as the publically visible name, so I could move RT to another box later. Well, sendmail itself translates the cname in To or From into the arecord on the fly. So even though I properly sent mail to rt at domainname, it arrived addressed to rt at machinename. I couldn't find any way around this. So for admin reasons here, I'm going to assign a separate IP (with arecord). The box will have it's machinename identity with one IP+arecord and a second identity as rt with a separate IP (that I can then move to another box.) bobg >Hi, > >Having a problem with a few non local LAN individuals replying to >tickets. For some reason the reply to address for some users is >rt at machinename instead of rt at domainname. I have the proper reply to >address listed in Site_Config and even have canonical mappings setup in >postfix. I have the same problem on multiple queues. > >What is puzzling is that for most users local or not the reply to >address is either the default in Site_Config or the configured queue >address and works as expected. > >Has anyone else seen this? > >RT 3.0.7_1 >Perl 5.8 >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.bestpractical.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > From seph at directionless.org Tue Dec 30 12:36:00 2003 From: seph at directionless.org (seph) Date: Tue, 30 Dec 2003 12:36:00 -0500 Subject: [rt-users] Re: Reply to address In-Reply-To: (Dan Fiorito's message of "Tue, 30 Dec 2003 11:48:01 -0500") References: Message-ID: > Having a problem with a few non local LAN individuals replying to > tickets. For some reason the reply to address for some users is > rt at machinename instead of rt at domainname. What reply-to address? Looking at the actual emails RT sends to these not-local-LAN people, what are their headers? Is the From address correct? Is there a Reply-To? A Sender? seph From rtusers-lists-fsck-com at jal.org Tue Dec 30 13:01:17 2003 From: rtusers-lists-fsck-com at jal.org (rtusers-lists-fsck-com at jal.org) Date: Tue, 30 Dec 2003 13:01:17 -0500 Subject: [rt-users] Reply to address In-Reply-To: <200312301723.hBUHNLaq029334@shark.cc.uic.edu> References: <200312301723.hBUHNLaq029334@shark.cc.uic.edu> Message-ID: <20031230180117.GB32470@clueinc.net> On Tue, 30 Dec 2003, Bob Goldstein wrote: > > Don't know about postfix, but I ran into something similar > recently. I configured a machine whose dns arecord was > "machinename" and a cname of "domainname" pointing to it. > My naive intention was to use the cname as the publically > visible name, so I could move RT to another box later. > > Well, sendmail itself translates the cname in To or From > into the arecord on the fly. So even though I properly > sent mail to rt at domainname, it arrived addressed to > rt at machinename. > > I couldn't find any way around this. So for admin reasons > here, I'm going to assign a separate IP (with arecord). > The box will have it's machinename identity with one IP+arecord > and a second identity as rt with a separate IP (that I can > then move to another box.) Yes, this is normal sendmail behaviour (sort of - there are a variety of ways to control what it does with those addresses, depending heavily on your environment). There are too many different variables controlling what gets stuck there to give a proper answer for what you should do to fix this, but one observation is that sendmail expects DNS to be configured properly. You should have an MX record for the machine, and an MX record shouldn't point to a CNAME. You can work around this by adding the CNAME to the w class, something like Cwfoo.uic.edu where 'foo.uic.edu' is whatever domainname you want to use. But that's not ideal. The Right Thing To Do(tm) is to fix your DNS and create an m4 config with proper DEAFAULT_HOST, and add PSEUDONYM entries as needed. Sendmail has a steep learning curve, and if you don't want to climb it, postfix is a great alternative with comparatively friendly configuration. I personally like sendmail, but that might be Stockholm Syndrome. And a careful look at headers will show that our company network uses postfix now. -j -- Jamie Lawrence jal at jal.org There are no answers, only cross-references. From rogerk at queernet.org Tue Dec 30 13:46:39 2003 From: rogerk at queernet.org (Roger B.A. Klorese) Date: Tue, 30 Dec 2003 10:46:39 -0800 Subject: [rt-users] Reply to address In-Reply-To: <20031230180117.GB32470@clueinc.net> References: <200312301723.hBUHNLaq029334@shark.cc.uic.edu> <20031230180117.GB32470@clueinc.net> Message-ID: <3FF1C80F.7090006@queernet.org> rtusers-lists-fsck-com at jal.org wrote: > Sendmail has a steep learning curve, and if you don't want to climb it, > postfix is a great alternative with comparatively friendly > configuration. I personally like sendmail, but that might be Stockholm > Syndrome. And a careful look at headers will show that our company network > uses postfix now. While we're using Postfix now too, I have to disagree about configuration -- I find a Sendmail m4 config at least as easy. An, after all, even Eric Allman says cf files are "email assembly language" not for 99% of us to use directly. From rtusers-lists-fsck-com at jal.org Tue Dec 30 14:14:20 2003 From: rtusers-lists-fsck-com at jal.org (rtusers-lists-fsck-com at jal.org) Date: Tue, 30 Dec 2003 14:14:20 -0500 Subject: [rt-users] Reply to address In-Reply-To: <3FF1C80F.7090006@queernet.org> References: <200312301723.hBUHNLaq029334@shark.cc.uic.edu> <20031230180117.GB32470@clueinc.net> <3FF1C80F.7090006@queernet.org> Message-ID: <20031230191420.GF32470@clueinc.net> On Tue, 30 Dec 2003, Roger B.A. Klorese wrote: > While we're using Postfix now too, I have to disagree about > configuration -- I find a Sendmail m4 config at least as easy. An, > after all, even Eric Allman says cf files are "email assembly language" > not for 99% of us to use directly. I absolutely agree - the m4 config is just fine. It has been my experience, though, that admins (myself included) don't follow best practice all the time, and modify things directly, leading to cascading failures. While one can wag fingers, using a tool that doesn't have an intermediate step for configuration while still allowing direct modification of the resulting config has a certain tendency to cause failure in environments without strictly enforced policy. In any case, I was only editorializing a bit, not trying to throw any critical words. -j, who learned all he needed to know about sendmail from the towers-of-hanoi hack, and too much Bat book on an empty stomach. S49 RHANOI:$+ $:1 2 3$1 R$-$-$-$*[$+] $:$1$2$3$4 R$-$-$- $@$1$2$3 R$-$-$-@$* $:$>49 $1$3$2$4 R$-$-$-$* $:$>49 $2$3$1$4[Move Top Disk Of Peg $1 To Peg $3] R$-$-$-$* $:$3$2$1@$4 -- Jamie Lawrence jal at jal.org It is much easier to suggest solutions when you know nothing about the problem. From danf at clearnetwork.com Tue Dec 30 14:24:01 2003 From: danf at clearnetwork.com (Dan Fiorito) Date: Tue, 30 Dec 2003 14:24:01 -0500 Subject: [rt-users] Re: Reply to address Message-ID: After a archive search I did see the DNS issue and sendmail but do not feel this applies, I have an A and MX record configured in dns for this machine, it only happens for certain users or domains (not sure). Here are some doctored headers Managed-BY: RT 3.0.7_01 (http://www.bestpractical.com/rt/) Subject: [vSupport #379] Trouble Ticket: Anything in the subject MIME-Version: 1.0 In-Reply-To: X-Mailer: Perl5 Mail::Internet v1.58 Sender: apache RT-Ticket: vSupport #379 Message-Id: Precedence: bulk Content-Type: text/plain; charset="utf-8" Reply-To: queue at machinename.domain.com To: user at somecompany.com X-RT-Loop-Prevention: vSupport From: "Queuename via vSupport" X-RT-Original-Encoding: utf-8 RT-Originator: user at somecompany.com -----Original Message----- From: seph [mailto:seph at directionless.org] Sent: Tuesday, December 30, 2003 12:36 PM To: Dan Fiorito Cc: rt-users at lists.fsck.com Subject: [rt-users] Re: Reply to address > Having a problem with a few non local LAN individuals replying to > tickets. For some reason the reply to address for some users is > rt at machinename instead of rt at domainname. What reply-to address? Looking at the actual emails RT sends to these not-local-LAN people, what are their headers? Is the From address correct? Is there a Reply-To? A Sender? seph _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From blair at orcaware.com Tue Dec 30 14:41:27 2003 From: blair at orcaware.com (Blair Zajac) Date: Tue, 30 Dec 2003 11:41:27 -0800 Subject: [rt-users] SQL syntax error in 3.0.7 References: <3FF1B1C5.F7C1B11A@orcaware.com> <20031230171944.GK11393@fsck.com> Message-ID: <3FF1D4E7.6A7C7165@orcaware.com> Jesse Vincent wrote: > > On Tue, Dec 30, 2003 at 09:11:33AM -0800, Blair Zajac wrote: > > Hello, > > > > I'm seeing these intermittent warning messages in my /var/log/messages > > on RedHat 9. > > What DBIx::SearchBuilder? And can you peek in your mysql error log to > see if it's the "Load an empty user" issue or something else? It's 0.95 of DBIx::SearchBuilder. I've got all the latest CPAN packages in my Perl install, using Perl 5.8.2. The only error log I could find with MySQL's RPMs is in /var/lib/mysql/HOSTNAME.err which just contains this 031223 17:14:16 mysqld ended 031223 17:14:16 mysqld started 031223 17:14:16 InnoDB: Started /usr/sbin/mysqld: ready for connections. Version: '4.0.17-standard' socket: '/var/lib/mysql/mysql.sock' port: 0 031223 17:14:24 /usr/sbin/mysqld: Normal shutdown 031223 17:14:24 InnoDB: Starting shutdown... 031223 17:14:26 InnoDB: Shutdown completed 031223 17:14:26 /usr/sbin/mysqld: Shutdown Complete 031223 17:14:26 mysqld ended 031223 17:14:32 mysqld started 031223 17:14:32 InnoDB: Started /usr/sbin/mysqld: ready for connections. Version: '4.0.17-standard' socket: '/var/lib/mysql/mysql.sock' port: 0 Is this where error messages would show up? The /etc/rc.d/init.d/mysql runs this: $bindir/mysqld_safe --datadir=$datadir --pid-file=$pid_file >/dev/null 2>&1 & Would redirecting these errors to /dev/null lose the errors? Best, Blair -- Blair Zajac Plots of your system's performance - http://www.orcaware.com/orca/ From rene at realhost.dk Tue Dec 30 15:31:17 2003 From: rene at realhost.dk (Rene Brask Soerensen) Date: Tue, 30 Dec 2003 21:31:17 +0100 Subject: [rt-users] relationship not set when ticket is resolved In-Reply-To: <2932.152.73.2.66.1072709699.squirrel@webmail.realhost.dk> References: <2932.152.73.2.66.1072709699.squirrel@webmail.realhost.dk> Message-ID: <1072816277.1974.6.camel@preslap.realhost.dk> On Mon, 2003-12-29 at 15:54, rene at realhost.dk wrote: > Hi All > > I have just set up approvals with the following template : > > " > ===Create-Ticket: Fakturering > Subject: Fakturering af {$Tickets{'TOP'}->Subject} > Depended-On-By: {$Tickets{'TOP'}->Id} > Refers-To: {$Tickets{"TOP"}->Id} > Owner: rbs, ps > Queue: Billing > Type: Approval > Content: bla bla... > > ENDOFCONTENT > " > Which is taken from the manuals simple example, so the meaning should be straight forward... > And created a new queue "Billing" and made a global scrip, that when a ticket is > resolved creates a new ticket from the above. > > When I resolve a ticket an approval is created in the Billing queue but > the "Depended-On-By" is not set... Can anyone please help, I've been > struggling with this all day :( > Thought it was a simple, maybe to simple question... but can anyone a least verify that the "Depended-On-By" should be set??? Regards Ren? From jesse at bestpractical.com Tue Dec 30 15:34:48 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 30 Dec 2003 15:34:48 -0500 Subject: [rt-users] relationship not set when ticket is resolved In-Reply-To: <1072816277.1974.6.camel@preslap.realhost.dk> References: <2932.152.73.2.66.1072709699.squirrel@webmail.realhost.dk> <1072816277.1974.6.camel@preslap.realhost.dk> Message-ID: <20031230203448.GQ11393@fsck.com> On Tue, Dec 30, 2003 at 09:31:17PM +0100, Rene Brask Soerensen wrote: > On Mon, 2003-12-29 at 15:54, rene at realhost.dk wrote: > > Hi All > > > > I have just set up approvals with the following template : > > > > " > > ===Create-Ticket: Fakturering > > Subject: Fakturering af {$Tickets{'TOP'}->Subject} > > Depended-On-By: {$Tickets{'TOP'}->Id} try just Depended-On-By: TOP -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Tue Dec 30 16:19:01 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 30 Dec 2003 16:19:01 -0500 Subject: [rt-users] SQL syntax error in 3.0.7 In-Reply-To: <3FF1D4E7.6A7C7165@orcaware.com> References: <3FF1B1C5.F7C1B11A@orcaware.com> <20031230171944.GK11393@fsck.com> <3FF1D4E7.6A7C7165@orcaware.com> Message-ID: <20031230211901.GS11393@fsck.com> On Tue, Dec 30, 2003 at 11:41:27AM -0800, Blair Zajac wrote: > Jesse Vincent wrote: > > > > On Tue, Dec 30, 2003 at 09:11:33AM -0800, Blair Zajac wrote: > > > Hello, > > > > > > I'm seeing these intermittent warning messages in my /var/log/messages > > > on RedHat 9. > > > > What DBIx::SearchBuilder? And can you peek in your mysql error log to > > see if it's the "Load an empty user" issue or something else? > > It's 0.95 of DBIx::SearchBuilder. I've got all the latest CPAN packages > in my Perl install, using Perl 5.8.2. It turns out that this is the same problem with trying to Load a user whose name is "RT::CurrentUser=0x.....". DBIx::SearchBuilder just fails more obviously when someone tries to do something dangerous. lib/RT/Interface/Web.pm. sub loc. (Line 216 in 3.0.8rc1) change "RT::SystemUser" to "RT::SystemUser->Name" That will fix it. This fix will be in 3.0.8 -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From rene at realhost.dk Tue Dec 30 16:38:58 2003 From: rene at realhost.dk (Rene Brask Soerensen) Date: Tue, 30 Dec 2003 22:38:58 +0100 Subject: [rt-users] relationship not set when ticket is resolved In-Reply-To: <20031230203448.GQ11393@fsck.com> References: <2932.152.73.2.66.1072709699.squirrel@webmail.realhost.dk> <1072816277.1974.6.camel@preslap.realhost.dk> <20031230203448.GQ11393@fsck.com> Message-ID: <1072820338.1974.22.camel@preslap.realhost.dk> Thanks Jesse That did the trick ;) Maybe the manual should be updated on that point so others dont struggle with the same silly error. Regards Rene On Tue, 2003-12-30 at 21:34, Jesse Vincent wrote: > > On Tue, Dec 30, 2003 at 09:31:17PM +0100, Rene Brask Soerensen wrote: > > On Mon, 2003-12-29 at 15:54, rene at realhost.dk wrote: > > > Hi All > > > > > > I have just set up approvals with the following template : > > > > > > " > > > ===Create-Ticket: Fakturering > > > Subject: Fakturering af {$Tickets{'TOP'}->Subject} > > > Depended-On-By: {$Tickets{'TOP'}->Id} > > > try just > > Depended-On-By: TOP From jesse at bestpractical.com Tue Dec 30 16:40:12 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 30 Dec 2003 16:40:12 -0500 Subject: [rt-users] relationship not set when ticket is resolved In-Reply-To: <1072820338.1974.22.camel@preslap.realhost.dk> References: <2932.152.73.2.66.1072709699.squirrel@webmail.realhost.dk> <1072816277.1974.6.camel@preslap.realhost.dk> <20031230203448.GQ11393@fsck.com> <1072820338.1974.22.camel@preslap.realhost.dk> Message-ID: <20031230214012.GT11393@fsck.com> On Tue, Dec 30, 2003 at 10:38:58PM +0100, Rene Brask Soerensen wrote: > Thanks Jesse > > That did the trick ;) Maybe the manual should be updated on that point > so others dont struggle with the same silly error. *nod* the docs in the code have been updated. the manual still needs it. > Regards Rene > > On Tue, 2003-12-30 at 21:34, Jesse Vincent wrote: > > > > On Tue, Dec 30, 2003 at 09:31:17PM +0100, Rene Brask Soerensen wrote: > > > On Mon, 2003-12-29 at 15:54, rene at realhost.dk wrote: > > > > Hi All > > > > > > > > I have just set up approvals with the following template : > > > > > > > > " > > > > ===Create-Ticket: Fakturering > > > > Subject: Fakturering af {$Tickets{'TOP'}->Subject} > > > > Depended-On-By: {$Tickets{'TOP'}->Id} > > > > > > try just > > > > Depended-On-By: TOP > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From kfh at mqsoftware.com Tue Dec 30 17:09:59 2003 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 30 Dec 2003 16:09:59 -0600 Subject: [rt-users] some basic "getting started" questions Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD038A81@mailservermn.mqsoftware.com> Hi, I was going to send each of these as a separate email so people could ignore the ones they didn't have input on, but I decided that it would be better to have people be able to ignore the whole thread, rather than annoying everyone with a bunch of posts. OK, I have RT 3.0.6 up and running with RTFM, and I've been pushing our support folks to look at it, and we're getting close to having a plan to put it in place. We've run into some things that have been requested that I think are outside the scope of RT, and some that aren't. I wanted to get some feedback on how other people are accomplishing some of these things: 1) "integration with Bugzilla". I've seen on the list where people seem to think that RT and Bugzilla work well together, I'd like to get some more details on exactly how people are using these products with each other. Is it all manual (put a link in an RT ticket to a BZ), or is there something deeper? 2) I'd like to have a web form set up for customers to open tickets, that would require certain information be entered up front, and have that information be pulled out by the incoming mail gateway (or the command line tool) and used to populate some Custom Fields. Any tips on this? I'm not much of an HTML form person.... 3) Some of our customer's want to be able to see their own tickets. The obvious way to do this seems to be to run RT in the DMZ and give customers access to their own (and only their own) tickets. To start, I'm a bit leery of running out support ticket setup in the DMZ, but let's say that's OK. I don't see an obvious way to limit access of a user to only tickets for which they are the requestor (maybe I'm missing it), and to make sure they can't see comments, only replies. 4) Same sort of question as #3, but for RTFM articles. I think it's a little simpler here, I could just have a public (https) RTFM server, and presumably I can push the RTFM database every week or so from the internal RTFM out to the "public" one. Any obvious problems with this? 5) This one is more about customer contact information. It breaks down into a few related questions: A) When I'm viewing a ticket, if I want to see information about the requestor (company name etc), it seems I have to go search for the user. Shouldn't there be a link that I can click on to see their info? Better yet, shouldn't I be able to pick what I want to see right on the basic view (I dimly remember that I may be able to change what shows up by editing the presentation template, but I'm not sure). B) Our support folks want a way to store various information about a customer's organization (how many copies of the product are deployed, what versions etc), and be able to review that with a customer when they're on the phone, and not have to type it in for each ticket. This seems to be outside the realm of RT, but it would be great if I'm wrong. 6) Support wants different status values than what are in the product, is the functioning of the product tied to any of those values? Should I change the current value set, or create a custom field for our values? Well, I think that's it for now, but I'm sure I'll have more questions...... Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com From jesse at bestpractical.com Tue Dec 30 17:20:24 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 30 Dec 2003 17:20:24 -0500 Subject: [rt-users] syslog messages RE: issues with attachments In-Reply-To: References: Message-ID: <20031230222024.GV11393@fsck.com> On Tue, Dec 30, 2003 at 12:08:31PM -0500, Jim Ficarra wrote: > I noticed that on my 3.0.7_1 installation. I can reproduce it by loading > index.html (before logging in) and when logging out. See the last note I sent to rt-users. It'll be fixed in 3.0.8. It's not at all harmful. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From seph at directionless.org Tue Dec 30 17:49:36 2003 From: seph at directionless.org (seph) Date: Tue, 30 Dec 2003 17:49:36 -0500 Subject: [rt-users] Re: Reply to address In-Reply-To: (Dan Fiorito's message of "Tue, 30 Dec 2003 14:24:01 -0500") References: Message-ID: > Here are some doctored headers > > Sender: apache > Reply-To: queue at machinename.domain.com > From: "Queuename via vSupport" My first guess is that some clients ignore the Reply-To, and reply to the Sender. seph From mrz at intelenet.net Wed Dec 31 01:49:05 2003 From: mrz at intelenet.net (matthew zeier) Date: Tue, 30 Dec 2003 22:49:05 -0800 Subject: [rt-users] drop down RTFM ? Message-ID: <005501c3cf6a$2eb988e0$0a16160a@desktop> Has anyone patched RT/RTFM to display a drop down box of available RFTM articles? If I don't know the name of the article or anything in the article to search for, it becomes a hassle to use. -- matthew zeier | "Nothing in life is to be feared. InteleNet Communications, Inc. | It is only to be understood." (949) 784-7904 | - Marie Curie From cubic at acronis.ru Wed Dec 31 03:25:46 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 31 Dec 2003 11:25:46 +0300 Subject: [rt-users] Determining Group Membership In-Reply-To: <20031230114558.4cd8d2cb@andy> References: <20031230114558.4cd8d2cb@andy> Message-ID: <3FF2880A.9030406@acronis.ru> Andy Harrison wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > I'd like to make my custom ticket creation for automatically turn on > SELECTED for the a particular group in the Group listbox. > > perldoc Users_Overlay cites: > > MemberOfGroup PRINCIPAL_ID > > takes one argument, a group's principal id. Limits the > returned set to members of a given group > > So I tried adding this to INIT: > use RT::Users > my $UserObj = new RT::Users($session{'CurrentUser'}); > > and this to the main portion of the form: > > % print "
    \n:::", $UserObj->MemberOfGroup(336), ":::

    \n"; > > It prints out :::CachedGroupMembers_2::: Hello, Andy. I didn't understand what do you want to finaly get. So I just writed test.html which show all user defined groups and their members: % while(my $Group = $Groups->Next) { <% $Group->Name %>
    % my $UserMembers = $Group->UserMembersObj;

    % while(my $User = $UserMembers->Next) { "<% $User->RealName || $User->Name || $User->Login %>" <<% $User->EmailAddress %>>
    % }

    % } <%INIT> use RT::Groups; my $Groups = new RT::Groups($session{'CurrentUser'}); $Groups->LimitToUserDefinedGroups(); I think that you have to send more info: What list of or instance do you want to get at the end? Don't resend your letters(questions) without refactoring. People didn't answer you because your question was bad formed. Best regards. Ruslan. > > I also tried: > > user RT::Group; > my $GroupObj = new RT::Group($session{'CurrentUser'}); > > % print "
    \n:::", $GroupObj->MembersObj(336), "  :::

    \n"; > > Which returns: > > :::RT::GroupMembers=HASH(0x96d4e28)::: > > > I've verified that this *is* the group id I'm looking for: > > rt3=# select * from groups where id = '336'; > id | name | description | domain | type | instance > - -----+--------+--------------------+-------------+------+---------- > 336 | SysOps | Systems Operations | UserDefined | | > (1 row) > > rt3=# select * from principals where id = '336'; > id | principaltype | objectid | disabled > - -----+---------------+----------+---------- > 336 | Group | 336 | 0 > (1 row) > > Could anyone shed any light on how to do this? > > Thanx! > > - -- > Andy Harrison > (full headers for details) > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.2.3 (FreeBSD) > > iD8DBQE/4gi2CYaHi6DasBoRAsMHAJ4+LEeGphSdOFzpvTo6LozP2fYN8gCgjf2O > jiRnMmUj2dbSOxqVufENKrk= > =2zGV > -----END PGP SIGNATURE----- > > From mixo at coza.net.za Wed Dec 31 03:36:13 2003 From: mixo at coza.net.za (mixo) Date: Wed, 31 Dec 2003 10:36:13 +0200 Subject: [rt-users] issue with attachments In-Reply-To: <20031229173347.GO11393@fsck.com> References: <1071869658.2618.1.camel@172-18-10-142.office.lillecorp.com> <1071871706.2618.16.camel@172-18-10-142.office.lillecorp.com> <200312291142.36621.mick@onramp.ca> <200312291213.30424.mick@onramp.ca> <20031229173347.GO11393@fsck.com> Message-ID: <3FF28A7D.70909@coza.net.za> Jesse Vincent wrote: >There's no real point in being a martyr. Come up to a current version of >the software. This is an issue we know we've fixed. > > I am currently using rt 3.0.7_01 and certain JPEGS are corrupted, they seem to have extra bytes added to them. I which version is this known to be fixed? System mod_perl-1.99_09-10custom redhat 9 apache 2 From geoff at knauth.org Wed Dec 31 04:55:14 2003 From: geoff at knauth.org (Geoffrey Knauth) Date: Wed, 31 Dec 2003 04:55:14 -0500 Subject: [rt-users] can't login through web interface Message-ID: <6E82A1F6-3B77-11D8-B608-0003939EFE88@knauth.org> My setup: Mac OS X 10.3, RT 3.0.7_01, MySQL 4, Apache w/mod_perl ... Installation went OK, thanks mostly to: http://www.boksa.de/tutorials/rt3_macosx.mpp Now I have a web interface that won't accept the default user / password combo. I've seen in the mailing list archives that many others have had this problem, but I haven't seen a definitive answer. Are people still struggling with this? It seem to a shame to have a nice system running that you can't log into. I've looked at the MySQL rt3 tables and I see the default user's md5_base64-encoded password is in there. Geoffrey -- Geoffrey S. Knauth | http://knauth.org/gsk From ritu at netcore.co.in Wed Dec 31 07:06:03 2003 From: ritu at netcore.co.in (Ritu Khetan) Date: Wed, 31 Dec 2003 17:36:03 +0530 Subject: [rt-users] Changing one's preferences Message-ID: <1072872362.8168.1.camel@efv2.netcore.co.in> Hello All, Can someone tell me why does RT tell me "Permission denied" when i try to change my email address in Preferences. Are there any specific rights associated with Preferences? Regards, Ritu ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Wed Dec 31 07:17:58 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 31 Dec 2003 15:17:58 +0300 Subject: [rt-users] Changing one's preferences In-Reply-To: <1072872362.8168.1.camel@efv2.netcore.co.in> References: <1072872362.8168.1.camel@efv2.netcore.co.in> Message-ID: <3FF2BE76.8040708@acronis.ru> Ritu Khetan wrote: > Hello All, > > Can someone tell me why does RT tell me "Permission denied" when i try > to change my email address in Preferences. Are there any specific rights > associated with Preferences? 1) 'ModifySelf' right. 2) Some fields could be modified only with right 'AdminUsers'(Name, Comments...) > > Regards, > Ritu From cubic at acronis.ru Wed Dec 31 07:20:25 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 31 Dec 2003 15:20:25 +0300 Subject: [rt-users] can't login through web interface In-Reply-To: <6E82A1F6-3B77-11D8-B608-0003939EFE88@knauth.org> References: <6E82A1F6-3B77-11D8-B608-0003939EFE88@knauth.org> Message-ID: <3FF2BF09.1000205@acronis.ru> Geoffrey Knauth wrote: > My setup: Mac OS X 10.3, RT 3.0.7_01, MySQL 4, Apache w/mod_perl ... > > Installation went OK, thanks mostly to: > http://www.boksa.de/tutorials/rt3_macosx.mpp root/password ? > > Now I have a web interface that won't accept the default user / password > combo. I've seen in the mailing list archives that many others have had > this problem, but I haven't seen a definitive answer. Are people still > struggling with this? It seem to a shame to have a nice system running > that you can't log into. I've looked at the MySQL rt3 tables and I see > the default user's md5_base64-encoded password is in there. > > Geoffrey > -- > Geoffrey S. Knauth | http://knauth.org/gsk > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.bestpractical.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 Wed Dec 31 07:49:47 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 31 Dec 2003 15:49:47 +0300 Subject: [rt-users] some basic "getting started" questions In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD038A81@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD038A81@mailservermn.mqsoftware.com> Message-ID: <3FF2C5EB.5020706@acronis.ru> Kelly F. Hickel wrote: > Hi, > I was going to send each of these as a separate email so people > could ignore the ones they didn't have input on, but I decided that it > would be better to have people be able to ignore the whole thread, > rather than annoying everyone with a bunch of posts. > > OK, I have RT 3.0.6 up and running with RTFM, and I've been pushing our > support folks to look at it, and we're getting close to having a plan to > put it in place. We've run into some things that have been requested > that I think are outside the scope of RT, and some that aren't. I > wanted to get some feedback on how other people are accomplishing some > of these things: > > 1) "integration with Bugzilla". I've seen on the list where people seem > to think that RT and Bugzilla work well together, I'd like to get some > more details on exactly how people are using these products with each > other. Is it all manual (put a link in an RT ticket to a BZ), or is > there something deeper? I don't know. > > > 2) I'd like to have a web form set up for customers to open tickets, > that would require certain information be entered up front, and have > that information be pulled out by the incoming mail gateway (or the > command line tool) and used to populate some Custom Fields. Any tips on > this? I'm not much of an HTML form person.... Hire HTML/Perl person... > > > 3) Some of our customer's want to be able to see their own tickets. The > obvious way to do this seems to be to run RT in the DMZ and give > customers access to their own (and only their own) tickets. To start, > I'm a bit leery of running out support ticket setup in the DMZ, but > let's say that's OK. I don't see an obvious way to limit access of a > user to only tickets for which they are the requestor (maybe I'm missing > it), and to make sure they can't see comments, only replies. SelfService Try to use 'RT::BaseURL/SelfService/' as URL OR Try to change password for email created user and login with his account. For users which have right to access RT, but not preveleged SelfService is default UI. > > 4) Same sort of question as #3, but for RTFM articles. I think it's a > little simpler here, I could just have a public (https) RTFM server, and > presumably I can push the RTFM database every week or so from the > internal RTFM out to the "public" one. Any obvious problems with this? Don't know a lot about RTFM. > > 5) This one is more about customer contact information. It breaks down > into a few related questions: > A) When I'm viewing a ticket, if I want to see information about the > requestor (company name etc), it seems I have to go search for the user. > Shouldn't there be a link that I can click on to see their info? Better > yet, shouldn't I be able to pick what I want to see right on the basic > view (I dimly remember that I may be able to change what shows up by > editing the presentation template, but I'm not sure). Attached file(ShowPeople) is my lazy way to solve first problem. This adds direct links to user prefs on ticket Display page. > > B) Our support folks want a way to store various information about a > customer's organization (how many copies of the product are deployed, > what versions etc), and be able to review that with a customer when > they're on the phone, and not have to type it in for each ticket. This > seems to be outside the realm of RT, but it would be great if I'm wrong. You are right here. You can develop it or pay for it to BP Solutions. > > 6) Support wants different status values than what are in the product, > is the functioning of the product tied to any of those values? Should I > change the current value set, or create a custom field for our values? Look in archives(august-september). > > Well, I think that's it for now, but I'm sure I'll have more > questions...... > > > Kelly F. Hickel > Senior Software Architect > MQSoftware, Inc > 952.345.8677 > kfh at mqsoftware.com > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: ShowPeople URL: From cogley at gibraltar.basespace.net Wed Dec 31 07:55:39 2003 From: cogley at gibraltar.basespace.net (David Cogley) Date: Wed, 31 Dec 2003 12:55:39 GMT Subject: [rt-users] Bulk Loads to RT3 Message-ID: <20031231125539.4B773AFAA8@gibraltar.basespace.net> Hopefully, this is my final question on bulk loads to RT 3.0. I've nearly perfected my bulk load routine to place data into Custom Fields and Attachments and have it display properly in Web RT. The RT 3.0 schema is pretty straightforward and the secondary keys are easy to deduce. Here's the question: When I insert (id, TransactionId, Content, Creator, Created) into Attachments and the corresponding information into Tickets and TicketCustomFieldValues, I can see everything in Web RT. However, the Transaction Content information is only viewable from the Download link under History. Is there a way to get it to show up in the History box itself? From cubic at acronis.ru Wed Dec 31 08:05:15 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 31 Dec 2003 16:05:15 +0300 Subject: [rt-users] Bulk Loads to RT3 In-Reply-To: <20031231125539.4B773AFAA8@gibraltar.basespace.net> References: <20031231125539.4B773AFAA8@gibraltar.basespace.net> Message-ID: <3FF2C98B.6030502@acronis.ru> David Cogley wrote: > Hopefully, this is my final question on bulk loads to RT 3.0. > I've nearly perfected my bulk load routine to place data into Custom Fields > and Attachments and have it display properly in Web RT. The RT 3.0 schema > is pretty straightforward and the secondary keys are easy to deduce. > Here's the question: > When I insert (id, TransactionId, Content, Creator, Created) into > Attachments and the corresponding information into Tickets and > TicketCustomFieldValues, I can see everything in Web RT. However, the > Transaction Content information is only viewable from the Download link > under History. Is there a way to get it to show up in the History box > itself? David. MIME-Type of Attachment should be 'text/plain' and its size should be less then MaxInlineSize(RT_Config.pm). MIME-Type can be set via 'Content-Type' MIME-Header, for eg: Content-Type: text/plain; charset="utf-8" Good luck. Ruslan. Suggestion Notice!!! Don't use DB directly. RT API is straightforward also and prefered way for DB updates. From geoff at knauth.org Wed Dec 31 09:07:20 2003 From: geoff at knauth.org (Geoffrey Knauth) Date: Wed, 31 Dec 2003 09:07:20 -0500 Subject: [rt-users] can't login through web interface In-Reply-To: <3FF2BF09.1000205@acronis.ru> References: <6E82A1F6-3B77-11D8-B608-0003939EFE88@knauth.org> <3FF2BF09.1000205@acronis.ru> Message-ID: I tried root/password, thanks. After I press the Login button, I just get another login screen with Username/Password blank. Geoffrey -- Geoffrey S. Knauth | http://knauth.org/gsk On Dec 31, 2003, at 07:20, Ruslan U. Zakirov wrote: > Geoffrey Knauth wrote: >> My setup: Mac OS X 10.3, RT 3.0.7_01, MySQL 4, Apache w/mod_perl ... >> Installation went OK, thanks mostly to: >> http://www.boksa.de/tutorials/rt3_macosx.mpp > root/password > ? >> Now I have a web interface that won't accept the default user / >> password combo. I've seen in the mailing list archives that many >> others have had this problem, but I haven't seen a definitive answer. >> Are people still struggling with this? It seem to a shame to have a >> nice system running that you can't log into. I've looked at the >> MySQL rt3 tables and I see the default user's md5_base64-encoded >> password is in there. From danf at clearnetwork.com Wed Dec 31 09:15:29 2003 From: danf at clearnetwork.com (Dan Fiorito) Date: Wed, 31 Dec 2003 09:15:29 -0500 Subject: [rt-users] RE: Reply to address Message-ID: I can not find anything common yet, one user sits in an Exchange 5.5 environment, another in an Exchange 2000 environment. A full assortment of Outlook clients sit in both places as well and all do the same thing. I have other users in the same setups that work perfectly. The clients reply to address is correct except that the machine name is added and it is only in these 2 locations. I am stumped at this point. -----Original Message----- From: seph [mailto:seph at directionless.org] Sent: Tuesday, December 30, 2003 5:50 PM To: Dan Fiorito Cc: rt-users at lists.fsck.com Subject: Re: Reply to address > Here are some doctored headers > > Sender: apache > Reply-To: queue at machinename.domain.com > From: "Queuename via vSupport" My first guess is that some clients ignore the Reply-To, and reply to the Sender. seph From cubic at acronis.ru Wed Dec 31 09:20:55 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 31 Dec 2003 17:20:55 +0300 Subject: [rt-users] can't login through web interface In-Reply-To: References: <6E82A1F6-3B77-11D8-B608-0003939EFE88@knauth.org> <3FF2BF09.1000205@acronis.ru> Message-ID: <3FF2DB47.5000206@acronis.ru> Geoffrey Knauth wrote: > I tried root/password, thanks. After I press the Login button, I just > get another login screen with Username/Password blank. And no error message close login box? Try specify login and pass in URL: rt.example.com/?name=root&pass=password rt log within debug level? httpd logs? Update Digest::MD5 to latest. What browser you are using? Can you view Cookies? There is should be something like RT_SID if don't use external auth. Good luck. Ruslan. Happy new year to all of you. > > Geoffrey > -- > Geoffrey S. Knauth | http://knauth.org/gsk > > On Dec 31, 2003, at 07:20, Ruslan U. Zakirov wrote: > From racinejp at vianet.ca Wed Dec 31 10:13:15 2003 From: racinejp at vianet.ca (J.P. Racine) Date: 31 Dec 2003 10:13:15 -0500 Subject: [rt-users] Changing one's preferences In-Reply-To: <1072872362.8168.1.camel@efv2.netcore.co.in> References: <1072872362.8168.1.camel@efv2.netcore.co.in> Message-ID: <1072883594.5980.7.camel@localhost.localdomain> On Wed, 2003-12-31 at 07:06, Ritu Khetan wrote: > Hello All, > > Can someone tell me why does RT tell me "Permission denied" when i > try to change my email address in Preferences. Are there any specific > rights associated with Preferences? > > Regards, > Ritu > You should set the configuration -> Global permissions for this -> User Rights to have at least: ModifyACL ModifySelf ShowACL AdminOwnPersonalGroups This seems satifactory for most users. J.P. Racine racinejp at vianet.ca From michael1.johnson at citigroup.com Wed Dec 31 11:57:02 2003 From: michael1.johnson at citigroup.com (Johnson, Michael1 [IT]) Date: Wed, 31 Dec 2003 11:57:02 -0500 Subject: [rt-users] Simple Question Message-ID: <159DF57E62CDD5118FCA0002A51352B008C3E5E7@EXCHNY36.ny.ssmb.com> Hey all, I setup rt with exim and gave the everyone account the correct permissions so emails could be directly added to a queue. The problem I am having is that some users that use the web interface, are adding tickets into other sites queues. I believe this to be that the everyone system group has permission to it. Any way I can have the webinterface only show the one queue that a group is setup for and still have mail to work? Such as have exim send the mail as a specific user then add that user into every queue. Thanks -MJ From ben at atomicmatrix.net Wed Dec 31 12:47:58 2003 From: ben at atomicmatrix.net (Ben Goodwin) Date: Wed, 31 Dec 2003 12:47:58 -0500 Subject: [rt-users] Searching merged tickets yields missing results Message-ID: <000a01c3cfc6$3acf3c40$42b3dfaa@cinergi> This is definitely a bug.. I'm hoping someone can help narrow down where/how to fix it. I have three tickets in question. 1269, 1270, and 1271. 1269 and 1270 have been merged. 1271 talks about 1269 and 1270. The original content of 1269 was simply 'testcandidate1' and 1270 was 'testcandidate2'. If I search for content like 'testcandidate2' I get no results. I opened 1271 for myself to resolve this bug which contains 'testcandidate2' in it as well, so searches now show just ticket 1271. The problem is that the SQL string is limiting to tickets.id = tickets.effectiveid, which will strip out all merged tickets. d'oh! Here's a simple command line script and its debug output: [snip] my $tickets = new RT::Tickets($RT::SystemUser); $tickets->LimitContent(VALUE => 'testcandidate2', OPERATOR => 'LIKE'); $tickets->DEBUG(1); while (my $Ticket = $tickets->Next) { print $Ticket->id . "\n"; } [snip] RT::Tickets=HASH(0x86034d0)->_GenericRestriction QualifiedField=Attachments_2.Content RT::Tickets=HASH(0x86034d0)->_GenericRestriction QualifiedField=main.EffectiveId RT::Tickets=HASH(0x86034d0)->_GenericRestriction QualifiedField=main.Type DBIx::SearchBuilder->DoSearch Query: SELECT DISTINCT main.* FROM Tickets main, Transactions Transactions_1, Attachments Attachments_2 WHERE ((main.EffectiveId = main.id)) AND ((main.Type = 'ticket')) AND ( ( ( (Attachments_2.Content LIKE '%testcandidate2%') ) ) ) AND Attachments_2.TransactionId = Transactions_1.id AND main.id = Transactions_1.Ticket ID is 1271 1271 If i manually remove the 'main.EffectiveId = main.id' part of the WHERE clause, both 1270 and 1271 show up like they 'should' (though perhaps it should report 1269 instead of 1270 since 1269's the 'real' ticket number now. Any ideas on how to fix this? Thanks! -=| Ben -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfh at mqsoftware.com Wed Dec 31 15:51:59 2003 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 31 Dec 2003 14:51:59 -0600 Subject: [rt-users] some basic "getting started" questions Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD038A85@mailservermn.mqsoftware.com> (Ruslan was kind enough to reply, but I must have deleted it somewhere along the road, so I've cut the text from the mailing list archive so that I could respond...) >> 1) "integration with Bugzilla". I've seen on the list where people seem >> to think that RT and Bugzilla work well together, I'd like to get some >> more details on exactly how people are using these products with each >> other. Is it all manual (put a link in an RT ticket to a BZ), or is >> there something deeper? >I don't know. Fair enough. >> >> >> 2) I'd like to have a web form set up for customers to open tickets, >> that would require certain information be entered up front, and have >> that information be pulled out by the incoming mail gateway (or the >> command line tool) and used to populate some Custom Fields. Any tips on >> this? I'm not much of an HTML form person.... >Hire HTML/Perl person... Well, I may not be much of an HTML form person, but I think I can handle that part of it. I probably should have been more clear, What I want to know is how can I code values into an email message that will automatically be used to fill in portions of the newly created ticket, including custom fields. I've reviewed the doc again today, and can't find any information that this is even possible (maybe it isn't), much less how to do it. >> >> >> 3) Some of our customer's want to be able to see their own tickets. The >> obvious way to do this seems to be to run RT in the DMZ and give >> customers access to their own (and only their own) tickets. To start, >> I'm a bit leery of running out support ticket setup in the DMZ, but >> let's say that's OK. I don't see an obvious way to limit access of a >> user to only tickets for which they are the requestor (maybe I'm missing >> it), and to make sure they can't see comments, only replies. >SelfService >Try to use 'RT::BaseURL/SelfService/' as URL >OR >Try to change password for email created user and login with his account. >For users which have right to access RT, but not preveleged SelfService >is default UI. Cool, that works for me. >> >> 4) Same sort of question as #3, but for RTFM articles. I think it's a >> little simpler here, I could just have a public (https) RTFM server, and >> presumably I can push the RTFM database every week or so from the >> internal RTFM out to the "public" one. Any obvious problems with this? >Don't know a lot about RTFM. >> >> 5) This one is more about customer contact information. It breaks down >> into a few related questions: >> A) When I'm viewing a ticket, if I want to see information about the >> requestor (company name etc), it seems I have to go search for the user. >> Shouldn't there be a link that I can click on to see their info? Better >> yet, shouldn't I be able to pick what I want to see right on the basic >> view (I dimly remember that I may be able to change what shows up by >> editing the presentation template, but I'm not sure). >Attached file(ShowPeople) is my lazy way to solve first problem. >This adds direct links to user prefs on ticket Display page. Cool! That did exactly what I wanted (after I replaced $WebBaseURL with $WebURL). >> >> B) Our support folks want a way to store various information about a >> customer's organization (how many copies of the product are deployed, >> what versions etc), and be able to review that with a customer when >> they're on the phone, and not have to type it in for each ticket. This >> seems to be outside the realm of RT, but it would be great if I'm wrong. >You are right here. You can develop it or pay for it to BP Solutions. Is anyone out there using an open source tool to do this? >> >> 6) Support wants different status values than what are in the product, >> is the functioning of the product tied to any of those values? Should I >> change the current value set, or create a custom field for our values? >Look in archives(august-september). Yep, OK, we won't use status for that, we'll get along with a custom field and different queues. Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com From bobg at uic.edu Wed Dec 31 16:21:18 2003 From: bobg at uic.edu (Bob Goldstein) Date: Wed, 31 Dec 2003 15:21:18 -0600 Subject: [rt-users] some basic "getting started" questions In-Reply-To: Your message of "Wed, 31 Dec 2003 14:51:59 CST." <3C05BBBA1B54ED43B1A6827E620EF1CD038A85@mailservermn.mqsoftware.com> Message-ID: <200312312121.hBVLLIBq000676@shark.cc.uic.edu> >Well, I may not be much of an HTML form person, but I think I can handle >that part of it. I probably should have been more clear, What I want to >know is how can I code values into an email message that will >automatically be used to fill in portions of the newly created ticket, >including custom fields. I've reviewed the doc again today, and can't >find any information that this is even possible (maybe it isn't), much >less how to do it. >>> >>> At Jesse's suggestion, I've been hacking on enhanced-mailgate from RT2, trying to fit it into RT3. This can be used to send extra info in email when creating tickets, or to give commands via email for existing tickets. I have it doing exactly what you want -- populating a custom field upon ticket creation. Basically, RT::Interface::Email::Gateway() gets some new internals to parse and deal with specially formatted lines at the top of an email. But I haven't tested all of the functionality yet, and there are some pieces that need more cleaning up before I submit the diffs. If I can shake loose the time, maybe a few more days to a week. bobg From kfh at mqsoftware.com Wed Dec 31 16:39:59 2003 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 31 Dec 2003 15:39:59 -0600 Subject: [rt-users] some basic "getting started" questions Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C07A@mailservermn.mqsoftware.com> > -----Original Message----- > From: Bob Goldstein [mailto:bobg at uic.edu] > Sent: Wednesday, December 31, 2003 3:21 PM > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] some basic "getting started" questions > > >Well, I may not be much of an HTML form person, but I think I can handle > >that part of it. I probably should have been more clear, What I want to > >know is how can I code values into an email message that will > >automatically be used to fill in portions of the newly created ticket, > >including custom fields. I've reviewed the doc again today, and can't > >find any information that this is even possible (maybe it isn't), much > >less how to do it. > >>> > >>> > > At Jesse's suggestion, I've been hacking on enhanced-mailgate > from RT2, trying to fit it into RT3. This can be used > to send extra info in email when creating tickets, > or to give commands via email for existing tickets. > > I have it doing exactly what you want -- populating a custom > field upon ticket creation. Basically, > RT::Interface::Email::Gateway() gets some new internals to > parse and deal with specially formatted lines at the top of an > email. > > But I haven't tested all of the functionality yet, and > there are some pieces that need more cleaning up before I > submit the diffs. If I can shake loose the time, maybe > a few more days to a week. > > bobg That would be fantastic, we're not likely to flip the switch on RT for a month or so yet, even though I'm pushing, so that would fit in very well. Sounds like I could set it up so a user could send a command like "list tickets" and get back a list of tickt ids, summaries and status too! Thanks, Kelly > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From geoff at knauth.org Wed Dec 31 16:43:03 2003 From: geoff at knauth.org (Geoffrey Knauth) Date: Wed, 31 Dec 2003 16:43:03 -0500 Subject: [rt-users] can't login through web interface In-Reply-To: <3FF2DB47.5000206@acronis.ru> References: <6E82A1F6-3B77-11D8-B608-0003939EFE88@knauth.org> <3FF2BF09.1000205@acronis.ru> <3FF2DB47.5000206@acronis.ru> Message-ID: <4FBD7D35-3BDA-11D8-9F5E-0003939EFE88@knauth.org> On Dec 31, 2003, at 09:20, Ruslan U. Zakirov wrote: > Geoffrey Knauth wrote: >> I tried root/password, thanks. After I press the Login button, I >> just get another login screen with Username/Password blank. > And no error message close login box? No error. > Try specify login and pass in URL: > rt.example.com/?name=root&pass=password Tried that, same behavior (login screen displays again). > rt log within debug level? I'll have to figure out how to get rt to dump logs or debug logs. Right now, I don't see that rt is logging anything. > httpd logs? access_log provided an interesting clue: 127.0.0.1 - - [31/Dec/2003:09:25:50 -0500] "user=root&pass=passwordGET /favicon.ico HTTP/1.1" 501 392 I never saw CGI parameters appear *before* GET like this. Looks wrong. And indeed: error_log is not happy about that either: [Wed Dec 31 03:23:48 2003] [notice] Apache/1.3.28 (Darwin) mod_perl/1.26 configured -- resuming normal operations [Wed Dec 31 03:23:48 2003] [notice] Accept mutex: flock (Default: flock) [Wed Dec 31 09:25:35 2003] [error] [client 127.0.0.1] File does not exist: /opt/rt3/share/html/favicon.ico [Wed Dec 31 09:25:50 2003] [error] [client 127.0.0.1] Invalid method in request user=root&pass=passwordGET /favicon.ico HTTP/1.1 > Update Digest::MD5 to latest. $ perldoc -m Digest::MD5 | grep 'VERSION =' $VERSION = '2.33'; # $Date: 2003/12/07 08:40:18 $ > What browser you are using? On Mac OS X: Safari 1.0, IE 5.5, NS 7. Same behavior for each browser. > Can you view Cookies? There is should be something like RT_SID if > don't use external auth. Yes, the cookie is there. > Good luck. Ruslan. Happy new year to all of you. Thanks. S novym godom! Happy New Year! Geoffrey -- Geoffrey S. Knauth | http://knauth.org/gsk From seph at directionless.org Wed Dec 31 17:04:24 2003 From: seph at directionless.org (seph) Date: Wed, 31 Dec 2003 17:04:24 -0500 Subject: [rt-users] Re: Reply to address In-Reply-To: (Dan Fiorito's message of "Wed, 31 Dec 2003 09:15:29 -0500") References: Message-ID: > I can not find anything common yet, one user sits in an Exchange 5.5 > environment, another in an Exchange 2000 environment. A full assortment > of Outlook clients sit in both places as well and all do the same thing. > I have other users in the same setups that work perfectly. I'd get rid of the Sender header and see if the problem goes away. Or send a bunch of carefully constructed test messages to the clients to observe their behavior. seph From bobg at uic.edu Wed Dec 31 17:18:39 2003 From: bobg at uic.edu (Bob Goldstein) Date: Wed, 31 Dec 2003 16:18:39 -0600 Subject: [rt-users] some basic "getting started" questions In-Reply-To: Your message of "Wed, 31 Dec 2003 15:39:59 CST." <3C05BBBA1B54ED43B1A6827E620EF1CD02C07A@mailservermn.mqsoftware.com> Message-ID: <200312312218.hBVMIdlU000858@shark.cc.uic.edu> >That would be fantastic, we're not likely to flip the switch on RT for a >month or so yet, even though I'm pushing, so that would fit in very >well. >Sounds like I could set it up so a user could send a command like "list >tickets" and get back a list of tickt ids, summaries and status too! > That's not part of the functionality I'm working on, although you could enhance it. I don't want to give you a false sense of what I can provide. Right now, the way RT works, a consultant does something to a ticket on the web (create, append, resolve, assign, etc) and RT then notifies requestors and watchers via email. The mail interface I'm working on lets a consultant "do something to a ticket" via email instead of the web, and then the normal RT processes notify the usual suspects by email. But there are no normal processes that email lists of ticket ids, summaries, and status in response to a query; rather only info about a transaction to a single ticket. The way we will use it here is this: 1. Consultant A is a member of the systems group, which is a watcher of the systems queue. 2. A ticket is created (or modified) in the systems queue, and notification is sent everyone in the systems group. 3. Consultant A sees the email. Instead of opening a browser and finding the ticket, he just hits "reply" to the email, types in "close\nThis is covered in the FAQ" and sends the reply. 4. A mail pre-processor turns this into: "RT-status: resolved\n\nThis is covered in the FAQ" and sends it on. 5. The new RT funtions parse this, add the append and change the status to "resolved." However, if Consultant A wants to see a list of his open problems, or to take any other action on multiple tickets, he has to use the web. Our use of custom fields stem from the fact that other parts of the university use other ticket systems. In order to transfer tickets from a "foreign" system to RT, I need to fish out the foreign ticket-id and store that in a custom field, by the same mechanism. bobg From rogerk at queernet.org Wed Dec 31 18:07:21 2003 From: rogerk at queernet.org (Roger B.A. Klorese) Date: Wed, 31 Dec 2003 15:07:21 -0800 Subject: [rt-users] Re: Reply to address In-Reply-To: References: Message-ID: <3FF356A9.4060309@queernet.org> seph wrote: >>Here are some doctored headers >> >>Sender: apache >>Reply-To: queue at machinename.domain.com >>From: "Queuename via vSupport" > > > My first guess is that some clients ignore the Reply-To, and reply to > the Sender. Specifically, Outlook turns: From: x at y.com Reply-To: z at y.com Sender: abc at foo.org ...into: From: abc at foo.org (on behalf of x at y.com) ...and sends replies to abc at foo.org.