From andrew-rt at andrew.net.au Sat Feb 1 04:09:34 2003 From: andrew-rt at andrew.net.au (Andrew Pollock) Date: Sat, 1 Feb 2003 19:09:34 +1000 Subject: [rt-users] Organisations vs individual requestors In-Reply-To: <20030131011727.GA20824@daedalus.andrew.net.au> References: <20030131011727.GA20824@daedalus.andrew.net.au> Message-ID: <20030201090934.GA21118@daedalus.andrew.net.au> Thanks to the people who have replied to my question. I've discovered that it's quite trivial to add additional columns to the search page that shows the tickets in a queue. I'm just not sure on how to put there what I want. I've added an Organisation column, but I don't know how to display the Organization field of the requestor user. Is there any documentation on the objects and their properties? I tried RequestorObj->Organization as a wild punt, but it didn't work. Andrew From gm at efn.org Sat Feb 1 05:17:44 2003 From: gm at efn.org (Seth Cohn, EFN General Manager) Date: Sat, 1 Feb 2003 02:17:44 -0800 (PST) Subject: [rt-users] Organisations vs individual requestors In-Reply-To: <20030201090934.GA21118@daedalus.andrew.net.au> References: <20030131011727.GA20824@daedalus.andrew.net.au> <20030201090934.GA21118@daedalus.andrew.net.au> Message-ID: On Sat, 1 Feb 2003, Andrew Pollock wrote: > I've added an Organisation column, but I don't know how to display the > Organization field of the requestor user. Is there any documentation on > the objects and their properties? I tried RequestorObj->Organization as a > wild punt, but it didn't work. Try Ticket->RequestorObj->Organization that's the Org of the Requestor of the Ticket For the Email of the Owner of the Ticket, use Ticket->OwnerObj->EmailAddress, etc Transactions and Tickets tend to be the base part of most queries. (All of the -> stuff is DBI:SearchBuilder, doing a query on the DB) See > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm The schema describes the objects and properties. From bruce_campbell at ripe.net Sat Feb 1 05:58:33 2003 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sat, 1 Feb 2003 11:58:33 +0100 (CET) Subject: [rt-users] Organisations vs individual requestors In-Reply-To: <20030201090934.GA21118@daedalus.andrew.net.au> Message-ID: On Sat, 1 Feb 2003, Andrew Pollock wrote: > I've added an Organisation column, but I don't know how to display the > Organization field of the requestor user. Is there any documentation on > the objects and their properties? I tried RequestorObj->Organization as a > wild punt, but it didn't work. From your ticket object, you can do the following: my %orgs_seen = (); my $requestors = $this_ticket->Requestors; while( my $requestor = $requestors->Next ){ $orgs_seen{$requestor->OwnerObj->Organization}++; } # Then see whats in %orgs_seen for display. Requestors on a ticket (RT 2.0.x) are 'watcher' objects of a particular type, which are then 'owned' by User objects, which has the mispelled 'Organization' field. A given ticket can have multiple 'requestors', so be sure to take that into account. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From bruce_campbell at ripe.net Sat Feb 1 06:02:07 2003 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sat, 1 Feb 2003 12:02:07 +0100 (CET) Subject: [rt-users] Problem with Email interface In-Reply-To: <20030130150547.I25628-100000@nemesis.eahd.or.ug> Message-ID: On Thu, 30 Jan 2003, Kamara Eric R-M wrote: > Hi all, > I installed rt2-0-15 some time back(like 1 month back) and I have just > started trying to configure the email interface.However when i send mail > to the queue i get the following error... > > ----- Transcript of session follows ----- > Can't locate config.pm in @INC (@INC contains: /usr/local/rt2/etc Check that the user you are running the mailgate as is a user that is able to read the config.pm file in the above directory. If you are running over NFS, check that root_squash isn't in operation (and change the mailgate to run as a particular user). > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From robie at principle.co.uk Sat Feb 1 19:27:08 2003 From: robie at principle.co.uk (Robie Basak) Date: 02 Feb 2003 00:27:08 +0000 Subject: [rt-users] Stall Until In-Reply-To: <16240000.1043435008@jxh.mirapoint.com> References: <18620000.1043350057@jxh.mirapoint.com> <20030123232414.GA1230@luggage.internal.moreton.com.au> <16240000.1043435008@jxh.mirapoint.com> Message-ID: <1044145628.29724.64.camel@mal.justgohome.co.uk> On Fri, 2003-01-24 at 19:03, Jim Hickstein wrote: > > "escalator" from http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/ > > is an example of how to get a cron job to fire off a scrip. > > The EscalatePriority scrip that it uses shows you how to pull > > the Due Date from the ticket; use either that or the "Starts" > > field ($ticket->StartsObj) to designate the time to open. > > Oh! I hadn't thought about "Starts". That may well do. Thanks! I implemented this a while ago; I can't remember if I got round to posting my solution or not, so it's attached. This is a script that's cronned every so often. (feel free to add to contrib section or whatever) One caveat though; it depends on the Starts field being correct. If you set it to the past, or do anything else on the ticket, then it may not work. I recently found one ticket that had the year 2002 by accident, and it had not unstalled. Robie. -- Robie Basak Northern Principle Limited -------------- next part -------------- A non-text attachment was scrubbed... Name: rt-autostart Type: text/x-perl Size: 2545 bytes Desc: URL: From andrew-rt at andrew.net.au Sun Feb 2 02:44:30 2003 From: andrew-rt at andrew.net.au (Andrew Pollock) Date: Sun, 2 Feb 2003 17:44:30 +1000 Subject: [rt-users] Organisations vs individual requestors In-Reply-To: References: <20030131011727.GA20824@daedalus.andrew.net.au> <20030201090934.GA21118@daedalus.andrew.net.au> Message-ID: <20030202074430.GA3351@daedalus.andrew.net.au> On Sat, Feb 01, 2003 at 02:17:44AM -0800, Seth Cohn, EFN General Manager wrote: > On Sat, 1 Feb 2003, Andrew Pollock wrote: > > > I've added an Organisation column, but I don't know how to display the > > Organization field of the requestor user. Is there any documentation on > > the objects and their properties? I tried RequestorObj->Organization as a > > wild punt, but it didn't work. > > Try Ticket->RequestorObj->Organization > that's the Org of the Requestor of the Ticket > > For the Email of the Owner of the Ticket, use > Ticket->OwnerObj->EmailAddress, etc > > Transactions and Tickets tend to be the base part of most queries. > (All of the -> stuff is DBI:SearchBuilder, doing a query on the DB) I tried Ticket->RequestorObj->Organization and RequestorObj->Organization without success. > See > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > The schema describes the objects and properties. I have read the FAQ. I'll have a reread, but I didn't see anything that mapped the database schema to the objects. Andrew From andrew-rt at andrew.net.au Sun Feb 2 03:10:11 2003 From: andrew-rt at andrew.net.au (Andrew Pollock) Date: Sun, 2 Feb 2003 18:10:11 +1000 Subject: [rt-users] Organisations vs individual requestors In-Reply-To: <20030202074430.GA3351@daedalus.andrew.net.au> References: <20030131011727.GA20824@daedalus.andrew.net.au> <20030201090934.GA21118@daedalus.andrew.net.au> <20030202074430.GA3351@daedalus.andrew.net.au> Message-ID: <20030202081011.GA4305@daedalus.andrew.net.au> On Sun, Feb 02, 2003 at 05:44:30PM +1000, Andrew Pollock wrote: > On Sat, Feb 01, 2003 at 02:17:44AM -0800, Seth Cohn, EFN General Manager wrote: > > On Sat, 1 Feb 2003, Andrew Pollock wrote: > > > > I tried Ticket->RequestorObj->Organization > and > RequestorObj->Organization > > without success. It's CreatorObj->Organization Andrew From scoutts.work at btinternet.com Mon Feb 3 04:02:11 2003 From: scoutts.work at btinternet.com (Steven Coutts) Date: Mon, 3 Feb 2003 09:02:11 -0000 Subject: [rt-users] HTML tickets missing a line Message-ID: Whenever someone sends in a ticket to RT in HTML format it misses off the very top line of the email content and this makes it very hard to understand the tickets sometimes. Has anyone any idea why this is happening? Regards From ron.gidron at shunra.com Mon Feb 3 05:41:19 2003 From: ron.gidron at shunra.com (Ron Gidron) Date: Mon, 3 Feb 2003 12:41:19 +0200 Subject: [rt-users] Adding custom text fields to RT Message-ID: We are using RT to manage a queue of customer support related issues, There are still a couple of requirements that we could not meet using the RT web interface for configurations... (So I am hoping that now the fun can begin, a little bit of mason is no problem so any pointers to examples will be very welcome) Is there any documentation on how to add a custom field that is not a keyword to a specific queue ? Can I add a free text field into the keyword selections? Is there a comfortable way to add a date selection keyword? Thanks, Ron. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bruce_campbell at ripe.net Mon Feb 3 07:01:37 2003 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Mon, 3 Feb 2003 13:01:37 +0100 (CET) Subject: [rt-users] Organisations vs individual requestors In-Reply-To: <20030202081011.GA4305@daedalus.andrew.net.au> Message-ID: On Sun, 2 Feb 2003, Andrew Pollock wrote: > On Sun, Feb 02, 2003 at 05:44:30PM +1000, Andrew Pollock wrote: > > I tried Ticket->RequestorObj->Organization > > and > > RequestorObj->Organization > > without success. > > It's CreatorObj->Organization Is it always? ;) If you're using $this_ticket->CreatorObj->Organization , you get the Organization field of the person who created the ticket. For tickets created via email, this should be the same person as the requestor. However (and not knowing your workflow), tickets created by say, a helpdesk person based on a phone call, would inherit (by your method) the Organization field of the helpdesk person, not the actual requestor. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From katty at demos.su Mon Feb 3 08:47:21 2003 From: katty at demos.su (Ekaterina Kochetkova) Date: Mon, 3 Feb 2003 16:47:21 +0300 Subject: [rt-users] RT sends Reply back to itself, not to requestor Message-ID: <20030203164721.C15159@sinbin.demos.su> Could you help me to deside this problem? I've sent request to my RT queue rt-test-1 at xxx from external address kkaty at mail.ru and RT received it correctly. I can see this letter on my web-interface and "From: kkaty at mail.ru " header is correctly. When I made "Reply" via web-interface RT I didn't receive this reply on kkaty at mail.ru . And I can see that RT tries to send Reply back to itself instead of kkaty at mail.ru . Feb 3 13:02:21 pt-5 postfix/pickup[9329]: 5FF5FA00B: uid=12346 from= Feb 3 13:02:21 pt-5 postfix/cleanup[10464]: 5FF5FA00B: message-id= Feb 3 13:02:21 pt-5 postfix/qmgr[8871]: 5FF5FA00B: from=, s ize=1270, nrcpt=1 (queue active) Feb 3 13:02:21 pt-5 postfix/smtp[10346]: 5FF5FA00B: to=, re ^^^^^^^^^^^^^^^^^^^^^^ lay=mx.demos.su[194.87.0.32], delay=0, status=sent (250 60498691 message accepte d for delivery) Feb 3 13:02:21 pt-5 postfix/pickup[9329]: C7675A00B: uid=12346 from= Feb 3 13:02:21 pt-5 postfix/cleanup[9937]: C7675A00B: message-id= Feb 3 13:02:21 pt-5 postfix/qmgr[8871]: C7675A00B: from=, s ize=694, nrcpt=4 (queue active) Feb 3 13:02:22 pt-5 postfix/local[10518]: 8D2F1A00A: to= , relay=local, delay=5, status=sent ("|/opt/rt/bin/rt-mailgate-wrap --queue rt -test-1 --action correspond") Feb 3 13:02:22 pt-5 postfix/smtp[10346]: C7675A00B: to=< ...all watchers, they received this letter>... So, how can I setup RT not to change mail headers? (Mailer postfix works correctly). -- katty From hwagener at hamburg.fcb.com Mon Feb 3 10:05:46 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Mon, 3 Feb 2003 16:05:46 +0100 Subject: [rt-users] Organisations vs individual requestors In-Reply-To: <20030131011727.GA20824@daedalus.andrew.net.au> Message-ID: On Friday, January 31, 2003, at 02:17 Uhr, Andrew Pollock wrote: > Hi, > > We're looking at migrating to RT2 from a never quite finished inhouse > developed "thing". > > One thing that our existing system has is a concept of organisations. > We > can easily determine how many tickets an organisation has open (we > might > have multiple requestors from the one organisation). I would either give each organisation it's own queue and whip up some procmail magic which automatically finds out which organisation a user belongs to. You give out the genral address, which processes incoming mail using procmail and sends to the queue specific addresses. Regards, Harald Wagener -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From nevans at fedex.com Mon Feb 3 10:15:42 2003 From: nevans at fedex.com (Nathan Evans) Date: Mon, 03 Feb 2003 08:15:42 -0700 Subject: [rt-users] HTML tickets missing a line In-Reply-To: Message-ID: <004101c2cb97$207b31c0$c7de12ac@ispy> HTML encoded email is treated the same as an attachment. HTML is specified in a MIME header just like a data file. RT strips off attachments prior to sending them out. There is a Scrip called something like NotifyAllWithAttachments, that will send all attachments, however it sends them to everyone. Nathan Evans -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Steven Coutts Sent: Monday, February 03, 2003 2:02 AM To: rt-users at lists.fsck.com Subject: [rt-users] HTML tickets missing a line Whenever someone sends in a ticket to RT in HTML format it misses off the very top line of the email content and this makes it very hard to understand the tickets sometimes. Has anyone any idea why this is happening? Regards _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From lists.fsck.com at okra.org Mon Feb 3 11:58:01 2003 From: lists.fsck.com at okra.org (Dan Fulbright) Date: Mon, 03 Feb 2003 10:58:01 -0600 Subject: [rt-users] How to use a requestor with no e-mail address Message-ID: <3E3E9F99.7040202@okra.org> Hello, How can I create a ticket with a requestor that has no e-mail address? I have created an RT user ("joe") with no e-mail address. I create a ticket and try to use "joe" as the requestor, but I get an error: "Could not create watcher for requestor." It seems that the Requestor field always requires an e-mail address. Shouldn't that field allow a username, also? Thanks in advance. Dan Fulbright Tulsa, Oklahoma, USA From bash at eece.unm.edu Mon Feb 3 13:48:32 2003 From: bash at eece.unm.edu (B. Ash) Date: Mon, 03 Feb 2003 11:48:32 -0700 Subject: [rt-users] problem with creating new ticket. Message-ID: <3E3EB980.1040006@eece.unm.edu> Hi, I receive this error when trying to create a new ticket, running postgresql, perl5.8.0, and rt-2.0-15, if anyone can assist that would be great.. Note I am able to call up all previous records, search etc... Thanks "System error error: Can't bind a reference (Class::ReturnValue=HASH(0x91c9288)) at /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 376, line 79. context: ... 372: do_backtrace => undef); 373: return ($ret->return_value); 374: } 375: } 376: unless ( $sth->execute(@bind_values) ) { 377: if ($DEBUG) { 378: die "$self couldn't execute the query '$QueryString'" 379: . $self->dbh->errstr . "\n"; 380: ... code stack: /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm:376 /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm:319 /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm:636 /usr/local/rt2/lib/RT/Ticket.pm:342 /usr/local/rt2/WebRT/html/Ticket/Display.html:87 /usr/local/rt2/WebRT/html/autohandler:58 raw error" From fstanley at netburner.com Mon Feb 3 13:54:33 2003 From: fstanley at netburner.com (Forrest Stanley) Date: Mon, 03 Feb 2003 10:54:33 -0800 Subject: [rt-users] registered users ticket creation Message-ID: <5.1.0.14.2.20030203105023.00b358d8@mail.netburner.com> I'm planning on forcing all my users through a web registration page. I'd like to disallow non registered users from creating new tickets. I'd like to send a friendly response back to these non registered users telling them to please register at http://... Has anyone set up (or know how to create) a "registered users" custom group. I figure that I can take away create tickets rights from Everyone (group) And give the proper rights to registered users. thanks -FS From jgedeon at qualcomm.com Mon Feb 3 14:17:32 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Mon, 03 Feb 2003 11:17:32 -0800 Subject: [rt-users] Global Scrips Message-ID: <5.1.0.14.2.20030203111624.038b3c10@mail1.qualcomm.com> Do global scrips using a global template get over ridden by local scrip with the same condition and action but using a local template?? John -- <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From jgedeon at qualcomm.com Mon Feb 3 14:37:57 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Mon, 03 Feb 2003 11:37:57 -0800 Subject: [rt-users] Global Scrips In-Reply-To: <5.1.0.14.2.20030203111624.038b3c10@mail1.qualcomm.com> Message-ID: <5.1.0.14.2.20030203113528.00abc308@mail1.qualcomm.com> I have discovered that no if you have on create notify requesters with global template as a global scrip and have a similar scrip local to a queue the user gets two auto replys. what is the easiest way to get it to default to the globals if there is no local but not to execute the global if there is a local one. John At 11:17 AM 2/3/2003, you wrote: >Do global scrips using a global template get over ridden by local scrip >with the same condition and action but using a local template?? > >John > > >-- ><>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on >your own understanding;" > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From pdh at snapgear.com Mon Feb 3 17:19:58 2003 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 4 Feb 2003 08:19:58 +1000 Subject: [rt-users] RT sends Reply back to itself, not to requestor In-Reply-To: <20030203164721.C15159@sinbin.demos.su> References: <20030203164721.C15159@sinbin.demos.su> Message-ID: <20030203221958.GC472@luggage.internal.moreton.com.au> Ekaterina Kochetkova wrote: > When I made "Reply" via web-interface RT I didn't receive this reply on > kkaty at mail.ru . http://fsck.com/rtfm/article.html?id=5#73 > And I can see that RT tries to send Reply back to itself instead > of kkaty at mail.ru . > Feb 3 13:02:21 pt-5 postfix/qmgr[8871]: 5FF5FA00B: from=, s > ize=1270, nrcpt=1 (queue active) > Feb 3 13:02:21 pt-5 postfix/smtp[10346]: 5FF5FA00B: to=, re > ^^^^^^^^^^^^^^^^^^^^^^ Does this address appear as one of the People on the web interface? -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From bash at eece.unm.edu Mon Feb 3 17:36:04 2003 From: bash at eece.unm.edu (B. Ash) Date: Mon, 03 Feb 2003 15:36:04 -0700 Subject: [rt-users] problem with creating new ticket. In-Reply-To: <3E3EB980.1040006@eece.unm.edu> References: <3E3EB980.1040006@eece.unm.edu> Message-ID: <3E3EEED4.6080102@eece.unm.edu> I think I found the problem. rt2 is trying to insert a unique primary key for a ticket that already exists. I am working from a mysqldump that has been imported directly into postgresql from an earlier version of rt2. Is there any way to tell rt where to start from as far as primary keys go? This process was done on a seperate server not running the older version of rt2, and I did not perform the make upgrade, just make install. Thanks --bash here is the postgresql debug: DEBUG: query: INSERT INTO Tickets (Subject, Status, FinalPriority, TimeLeft, Queue, Creator, Owner, LastUpdatedBy, Type, InitialPriority, Resolved, Starts, Created, TimeWorked Priority, LastUpdated, Due) VALUES ('test', 'new', '0', '', '7', '10', '2', '10', 'ticket', '0', NULL, '1970-01-01 00:00:00', '2003-02-03 22:34:58', '', '0', '2003-02-03 22:3458', '1970-01-01 00:00:00') DEBUG: ProcessQuery ERROR: Cannot insert a duplicate key into unique index tickets_pkey DEBUG: AbortCurrentTransaction B. Ash wrote: > Hi, > > I receive this error when trying to create a new ticket, running > postgresql, perl5.8.0, and rt-2.0-15, if anyone can assist that would be > great.. Note I am able to call up all previous records, search etc... > Thanks > > "System error > error: Can't bind a reference (Class::ReturnValue=HASH(0x91c9288)) at > /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line > 376, line 79. > context: > ... > 372: do_backtrace => undef); > 373: return ($ret->return_value); > 374: } > 375: } > 376: unless ( $sth->execute(@bind_values) ) { > 377: if ($DEBUG) { > 378: die "$self couldn't execute the query '$QueryString'" > 379: . $self->dbh->errstr . "\n"; > 380: > ... > code stack: > /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm:376 > /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm:319 > /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm:636 > /usr/local/rt2/lib/RT/Ticket.pm:342 > /usr/local/rt2/WebRT/html/Ticket/Display.html:87 > /usr/local/rt2/WebRT/html/autohandler:58 > raw error" > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From pdh at snapgear.com Mon Feb 3 18:11:05 2003 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 4 Feb 2003 09:11:05 +1000 Subject: [rt-users] How to use a requestor with no e-mail address In-Reply-To: <3E3E9F99.7040202@okra.org> References: <3E3E9F99.7040202@okra.org> Message-ID: <20030203231105.GI472@luggage.internal.moreton.com.au> Dan Fulbright wrote: > How can I create a ticket with a requestor that has no e-mail address? I > have created an RT user ("joe") with no e-mail address. I create a > ticket and try to use "joe" as the requestor, but I get an error: "Could > not create watcher for requestor." It seems that the Requestor field > always requires an e-mail address. Shouldn't that field allow a > username, also? Yes, it should. See if the patch at http://fsck.com/rt2/Ticket/Display.html?id=1998&user=guest&pass=guest helps. -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From fstanley at netburner.com Mon Feb 3 18:27:49 2003 From: fstanley at netburner.com (Forrest Stanley) Date: Mon, 03 Feb 2003 15:27:49 -0800 Subject: [rt-users] registered users ticket creation In-Reply-To: <5.1.0.14.2.20030203105023.00b358d8@mail.netburner.com> Message-ID: <5.1.0.14.2.20030203152547.00b8bbb8@mail.netburner.com> At 10:54 AM 2/3/2003 -0800, Forrest Stanley wrote: >I'm planning on forcing all my users through a web registration page. I'd >like to disallow non registered users from creating new tickets. I'd like >to send a friendly response back to these non registered users telling >them to please register at http://... Has anyone set up (or know how to >create) a "registered users" custom group. I figure that I can take away >create tickets rights from Everyone (group) And give the proper rights to >registered users. >thanks >-FS I have found that this is almost supported by RT. I just disabled the creation of new users in Email.pm and used the AutoRejectRequest template feature used in ExternalDatabase lookup failures. >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.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 Mon Feb 3 19:00:45 2003 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 4 Feb 2003 10:00:45 +1000 Subject: [rt-users] prevent email ticket creation by new users? In-Reply-To: <3E3AA9B8.40908@lehigh.edu> References: <3E3AA9B8.40908@lehigh.edu> Message-ID: <20030204000045.GJ472@luggage.internal.moreton.com.au> Phil R Lawrence wrote: > 5. rt-mailgate notes that > $LookupSenderInExternalDatabase = 1; > $SenderMustExistInExternalDatabase = 1; > and immediately throws up its hands, saying: > "RT couldn't find requestor via its external database > lookup" > > BUT THIS IS WRONG. It surely is. > GetCurrentUser() is constrained by > $LookupSenderInExternalDatabase = 1; > $SenderMustExistInExternalDatabase = 1; > so rt-mailgate need not worry about it. GetCurrentUser() will bomb and > email a notice if the user can't be authenticated due to these settings > and the LookupExternalUserInfo function. Actually, it'll email the error, and return the empty CurrentUser (no Id), ay which point rt-mailgate throws up its hands via "exit(1)". > details are below, but I believe the fix is to strip out any logic from > rt-mailgate that concerns itself with the > $LookupSenderInExternalDatabase and $SenderMustExistInExternalDatabase > variables. I'd agree with that belief. The current check is clearly bogus, and we shouldn't be able to progress to that part of the mailgate if the criteria that the check is intended to enforce has not been met. The obvious patch is attached, for the benefit of rt-2.0-bugs. -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances -------------- next part -------------- Index: bin/rt-mailgate =================================================================== RCS file: /cvs/local/rt/bin/rt-mailgate,v retrieving revision 1.1.1.4 diff -u -r1.1.1.4 rt-mailgate --- bin/rt-mailgate 15 Jul 2002 01:25:45 -0000 1.1.1.4 +++ bin/rt-mailgate 3 Feb 2003 23:57:25 -0000 @@ -106,8 +106,11 @@ #Get us a current user object. my $CurrentUser = GetCurrentUser($head, $entity, $ErrorsTo); -# We've already performed a warning and sent the mail off to somewhere safe ($RTOwner). -# this is _exceedingly_ unlikely but we don't want to keep going if we don't have a current user +# We've already performed a warning and sent the mail off to somewhere safe +# ($RTOwner). + +# Lack of a valid CurrentUser can happen if we require an external DB lookup, +# which fails. Maybe for other reasons, too... unless ($CurrentUser->Id) { exit(1); @@ -199,23 +202,6 @@ # }}} - -# {{{ If we require that the sender be found in an external DB and they're not -# forward this message to RTOwner - - - -if ($RT::LookupSenderInExternalDatabase && - $RT::SenderMustExistInExternalDatabase ) { - - MailError(To => $RT::OwnerEmail, - Subject => "RT Bounce: $Subject", - Explanation => "RT couldn't find requestor via its external database lookup", - MIMEObj => $entity); - -} - -# }}} # {{{ elsif we don't have a ticket Id, we're creating a new ticket From andrew-rt at andrew.net.au Tue Feb 4 00:26:02 2003 From: andrew-rt at andrew.net.au (Andrew Pollock) Date: Tue, 4 Feb 2003 15:26:02 +1000 Subject: [rt-users] Organisations vs individual requestors In-Reply-To: References: <20030202081011.GA4305@daedalus.andrew.net.au> Message-ID: <20030204052602.GA1712@daedalus.andrew.net.au> On Mon, Feb 03, 2003 at 01:01:37PM +0100, Bruce Campbell wrote: > > It's CreatorObj->Organization > > Is it always? ;) > > If you're using $this_ticket->CreatorObj->Organization , you get the > Organization field of the person who created the ticket. For tickets > created via email, this should be the same person as the requestor. > > However (and not knowing your workflow), tickets created by say, a > helpdesk person based on a phone call, would inherit (by your method) the > Organization field of the helpdesk person, not the actual requestor. Poo. The workflow I'm envisaging would be tickets get created via email, or by a helpdesk operator manually entering one. How do I get around the creator issues with the latter? Andrew From gm at efn.org Tue Feb 4 00:58:32 2003 From: gm at efn.org (Seth Cohn, EFN General Manager) Date: Mon, 3 Feb 2003 21:58:32 -0800 (PST) Subject: [rt-users] Organisations vs individual requestors In-Reply-To: <20030204052602.GA1712@daedalus.andrew.net.au> References: <20030202081011.GA4305@daedalus.andrew.net.au> <20030204052602.GA1712@daedalus.andrew.net.au> Message-ID: > > > It's CreatorObj->Organization > > > > Is it always? ;) > > > > If you're using $this_ticket->CreatorObj->Organization , you get the > > Organization field of the person who created the ticket. For tickets > > created via email, this should be the same person as the requestor. > > > > However (and not knowing your workflow), tickets created by say, a > > helpdesk person based on a phone call, would inherit (by your method) the > > Organization field of the helpdesk person, not the actual requestor. > > Poo. The workflow I'm envisaging would be tickets get created via email, > or by a helpdesk operator manually entering one. How do I get around the > creator issues with the latter? Bruce, I found this email you helped with that points to the solution needed: http://lists.fsck.com/pipermail/rt-devel/2002-May/002239.html (and the search patch referred there would also help Andrew out I think) 'Requestors->First->OwnerObj->Organization' Andrew, put this in into your config.pm: { Header => 'Organization', TicketAttribute => 'Requestors->First->OwnerObj->Organization', }, If you have 2 different requestors from different orgs, this won't work, but it doesn't sound like that's an issue here. Seth From jlittle at onetel.net.uk Tue Feb 4 05:54:16 2003 From: jlittle at onetel.net.uk (James Little) Date: Tue, 4 Feb 2003 10:54:16 -0000 Subject: [rt-users] NotifyAllWatchersWithAttach Message-ID: <000301c2cc3b$c362bd00$1125e90a@ev38198> Hi, I downloaded and installed the NotifyWithAttach Scrip, and the install worked without any errors. However, when I try and do this : ?OnCorrespond NotifyAllWatchersWithAttach with template Correspondence? I would expect that when I attach a file, it should email this to all watchers. This doesn?t seem to work, the email goes out, but there is no attachment with it. Any idea?s? Cheers James -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: Mail_Disclaimer.txt URL: From bash at eece.unm.edu Tue Feb 4 15:29:16 2003 From: bash at eece.unm.edu (B. Ash) Date: Tue, 04 Feb 2003 13:29:16 -0700 Subject: [rt-users] problem going from mysql to postgresql Message-ID: <3E40229C.6060807@eece.unm.edu> Hi, I am having trouble migrating from mysql to postgresql. I perform a mysqldump to some file, then I import that dump into the rt2 postgresql database. The import goes very well. I can see all off the past tickets through the web interface, and the user setup works flawlessly. The problem occurs when I try to create a new ticket, it seems that the ticket to be created is going to use a primary key that already exists. Can anyone help me to figure this one out. Thanks --bash From robie at principle.co.uk Tue Feb 4 15:52:24 2003 From: robie at principle.co.uk (Robie Basak) Date: 04 Feb 2003 20:52:24 +0000 Subject: [rt-users] problem going from mysql to postgresql In-Reply-To: <3E40229C.6060807@eece.unm.edu> References: <3E40229C.6060807@eece.unm.edu> Message-ID: <1044391944.5133.44.camel@mal.justgohome.co.uk> On Tue, 2003-02-04 at 20:29, B. Ash wrote: > I am having trouble migrating from mysql to postgresql. I perform a > mysqldump to some file, then I import that dump into the rt2 postgresql > database. The import goes very well. I can see all off the past > tickets through the web interface, and the user setup works flawlessly. > The problem occurs when I try to create a new ticket, it seems that the > ticket to be created is going to use a primary key that already exists. It sounds to me like postgres is using a sequence to generate the primary key. You need to manually set the sequence to a number higher than all your primary keys. I'm not sure how to do that, but I'm sure the postgres docs do, but that's a pointer, anyway ;) Robie. -- Robie Basak Northern Principle Limited From daniel.schoenland at speeddoesmatter.com Tue Feb 4 17:59:00 2003 From: daniel.schoenland at speeddoesmatter.com (=?UTF-8?B?RGFuaWVsIFNjaMO2bmxhbmQ=?=) Date: Tue, 04 Feb 2003 23:59:00 +0100 Subject: [rt-users] rt-apache error Message-ID: <3E4045B4.5050705@speeddoesmatter.com> Hello there, I installed rt on my Debian Woody. Erverything went well until i started to configure apache. I always receive an "Internal Server Error" if I try to access via http. My .conf looks like this: DocumentRoot /usr/local/rt2/local/WebRT/html ServerName rt.speeddoesmatter.com ServerAlias rt.speeddoesmatter.com PerlModule Apache::DBI PerlRequire /usr/local/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason (btw: is it usual, that the html directory is totally empty?) The apache-error log says this: [Tue Feb 4 23:48:31 2003] [notice] Apache configured -- resuming normal operations [Tue Feb 4 23:48:31 2003] [notice] suEXEC mechanism enabled (wrapper: /usr/lib/apache/suexec) [Tue Feb 4 23:48:31 2003] [notice] Accept mutex: sysvsem (Default: sysvsem) [Tue Feb 4 23:48:41 2003] [notice] caught SIGTERM, shutting down [Tue Feb 4 17:49:24 2003] [error] (2)No such file or directory: mod_mime_magic: can't read magic file /etc/apache/share/magic [Tue Feb 4 23:49:24 2003] [warn] module config_log_module is already loaded, skipping [Tue Feb 4 23:49:24 2003] [warn] module mime_module is already loaded, skipping [Tue Feb 4 17:49:26 2003] [error] (2)No such file or directory: mod_mime_magic: can't read magic file /etc/apache/share/magic [Tue Feb 4 17:49:26 2003] [notice] Apache configured -- resuming normal operations [Tue Feb 4 17:49:26 2003] [notice] suEXEC mechanism enabled (wrapper: /usr/lib/apache/suexec) [Tue Feb 4 17:49:26 2003] [notice] Accept mutex: sysvsem (Default: sysvsem) [Tue Feb 4 17:49:30 2003] [error] Can't write to '/var/log/rt2/rt.log.9258.0': No such file or directory at /usr/share/perl5/ Log/Dispatch/File.pm line 69. [Tue Feb 4 17:49:32 2003] [error] Can't write to '/var/log/rt2/rt.log.9258.0': No such file or directory at /usr/share/perl5/ Log/Dispatch/File.pm line 69. #fff [Tue Feb 4 17:56:29 2003] [error] Can't write to '/var/log/rt2/rt.log.9258.0': No such file or directory at /usr/share/perl5/ Log/Dispatch/File.pm line 69. I did exactly everything written in the read-me file (hopefully). Could somebody please give me a hint what to do? Thanks. Kind Regards, - Daniel -- Daniel Schoenland Mobil +49 170 41 92 7 29 Henrietten Weg 8 20259 Hamburg From ssinyagin at yahoo.com Tue Feb 4 18:10:44 2003 From: ssinyagin at yahoo.com (Stanislav Sinyagin) Date: Tue, 4 Feb 2003 15:10:44 -0800 (PST) Subject: [rt-users] rt-apache error In-Reply-To: <3E4045B4.5050705@speeddoesmatter.com> Message-ID: <20030204231044.87858.qmail@web13707.mail.yahoo.com> Hi Daniel, --- Daniel Sch??nland wrote: > [Tue Feb 4 17:49:30 2003] [error] Can't write to > '/var/log/rt2/rt.log.9258.0': No such file or directory at /usr/share/perl5/ > Log/Dispatch/File.pm line 69. it says quite clearly: the directory /var/log/rt2/ is either non-existent or not writeable by the Apache server user. From danielf at supportteam.net Tue Feb 4 18:25:05 2003 From: danielf at supportteam.net (Daniel F. Chief Security Engineer -) Date: Tue, 4 Feb 2003 17:25:05 -0600 Subject: [rt-users] Archiving old tickets In-Reply-To: <15930.46297.782901.234366@onceler.kciLink.com> References: <5.1.0.14.0.20030131210114.00b99ea0@bigblue> <15930.46297.782901.234366@onceler.kciLink.com> Message-ID: <200302041725.05594.danielf@supportteam.net> On Friday 31 January 2003 11:39, Vivek Khera wrote: > >>>>> "SC" == Seth Cohn writes: > >> > >> If someone does have a way of archiving older tickets it would be nice, > >> for both space, and search speed. > > SC> Make your searches have a default "after X date"... that would limit > the SC> SQL query a lot... probably greatly increase speed, without having > to SC> touch the DB. As far as I can tell there is no indexing so the above does not work. Especially if you have to search history/ Attachments for some keep word. I need to be able to remove tickets that are old with out damaging the database. Thanks > > Only if it were indexed by date, or does mysql have some other magic > in it? > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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-users at mjch.net Tue Feb 4 23:01:40 2003 From: rt-users at mjch.net (Malcolm Herbert) Date: Wed, 5 Feb 2003 15:01:40 +1100 Subject: [rt-users] 'correspondence (probably) not sent' Message-ID: <20030205040138.GE18788@fastmail.fm> hi all ... I've had RT 2.0.13 going for a while now (up to 280 tickets now) and at some point I upgraded my PostGresql backend from 7.2 to 7.3.1 ... unfortunately I didn't realise that the original binary was still running over the old format of the database (apparently the internal structure changed between revisions) ... I discovered this when I restarted the database and found that although I hadn't appeared to have made any changes, it refused to run because the data store had a different revision. OK, so I happened to have another box with the original version I'd installed on it but hadn't upgraded yet (phew), so I was able to copy over the data store and run pg_dumpall to dump the entire database to an SQL format file. I then was able to reload the database (not without a little hassle involving defined users) I then fired up RT2 and everything seemed hunky dory ... almost. I seem to be having a variety of weird errors cropping up. First off, the web interface seems normal when browsing through tickets, or modifying them ... except when it comes to replying or commenting on a ticket, then I get the 'Result' message as above - 'correspondence (probably) not sent' The user does receive a message, but it looks like this: |From nobody at aeolos.earth.monash.edu.au Wed Feb 5 14:33:45 2003 |X-RT-Loop-Prevention: earth.monash.edu.au |Message-Id: |Subject: [earth.monash.edu.au #288] test message |In-Reply-To: |Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/) |From: " via RT" |RT-Ticket: earth.monash.edu.au #288 |Reply-To: helpdesk at mail.earth.monash.edu.au |RT-Originator: |To: mjch at mjch.net |Sender: Unprivileged user |Date: Wed, 5 Feb 2003 14:33:46 +1100 (EST) | | | |[Correspondence template] | ie, there is no content, no idea who it is from or anything ... there are some log messages appearing in the error_log file for apache: |RT::Attachment->Create couldn't, as you didn't specify a transaction |RT::Ticket=HASH(0x9e73314) couldn't init a transaction (Transaction Created) |RT::Ticket=HASH(0x9f7df9c) couldn't set status to resolved.RT's Database may be inconsistent.RT::Attachment->Create couldn't, as you didn't specify a transaction |RT::Ticket=HASH(0x9faf348) couldn't init a transaction (Transaction Created) |RT::Attachment->Create couldn't, as you didn't specify a transaction |RT::Ticket=HASH(0x9dc461c) couldn't init a transaction (Transaction Created) |RT::Attachment->Create couldn't, as you didn't specify a transaction |RT::Ticket=HASH(0x9cdeaa0) couldn't init a transaction (Transaction Created) |RT::Attachment->Create couldn't, as you didn't specify a transaction |RT::Ticket=HASH(0x9fd8d58) couldn't init a transaction (Transaction Created) what is puzzling is that I can send and receive email from the RT mail gateway without problems, so if there was any inconsistency in the database I would have thought there would be problems with that too ... can anyone give me a hand with this? -- Malcolm Herbert This brain intentionally mjch at mjch.net left blank -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 186 bytes Desc: not available URL: From gregory.hosler at eno.ericsson.se Wed Feb 5 01:35:05 2003 From: gregory.hosler at eno.ericsson.se (Gregory Hosler) Date: Wed, 05 Feb 2003 14:35:05 +0800 (SGT) Subject: [rt-users] templates question Message-ID: I'm converting some old lotus notes databases (that we used to use for problem tracking, and/or feature requests) to RT. I'm looking for a way to create a template, in the way that Notes used to have a "form" that was associated with particular databases. I'm looking at "templates" and trying to figure out if this will do what I want of not. Basically, when a problem is reported, I wish to solicit certain fields (possibly different fields based upon which queue the request is going to). For example, for a particular queue, I might want to solicit the following: SeverityLevel: (e.g. Low, Medium, High) Description: {free flow text describing the problem} Component: (an administrator defined pull-down list would be ideal here) Originator: Logged_by: possibly some others. Yes, we can ask reporters to make sure that they include all the relavant information, but it would be real nice if I could create a dialog panel for soliciting these matters from users (using web-based input). has anyone done anything like this ? best rgds, -Greg ---------------------------------- E-Mail: Gregory Hosler Date: 05-Feb-03 Time: 14:20:55 If each of us have one object, and we exchange them, then each of us still has one object. If each of us have one idea, and we exchange them, then each of us now has two ideas. ---------------------------------- From greg at dreamlabs.co.nz Wed Feb 5 04:54:25 2003 From: greg at dreamlabs.co.nz (Greg Elisara) Date: Wed, 05 Feb 2003 22:54:25 +1300 Subject: [rt-users] Some requestors not getting correspondence Message-ID: Hi All, A small number of requestors are not getting email from RT. Usually the requestors are from the same domain - eg bob at domain.net.nz or peter at domain.net.nz and effects a couple of domains. We have RT installed on a Redhat 8 box. The box sits behind a firewall on a intranet using a public address. We us fetchmail to pull incoming emails from a mail server in our DMZ. Email is sent directly through the firewall from our RT box using sendmail. I was thinking that maybe the mailserver on these domains is putting these emails into a black hole thinking they are spam - we don't get any 'can not deliver' responses. Below is an example of the the autogenerated reply that doesn't get to requestors. I though a couple of things might cause problems but not sure - generic return-path, mydomain.co.nz isn't a real domain (ie no reverse lookup). I changed the Precedence to Normal but this doesn't seem to make any differenct. Any help appreciated. Greg. --------------------------- Return-Path: Delivered-To: elisara at world-net.co.nz Received: (qmail 30754 invoked from network); 5 Feb 2003 01:13:41 -0000 Received: from 210-54-18-149.iprolink.co.nz (HELO mailserver.mydomain.co.nz) (210.54.18.149) by 0 with SMTP; 5 Feb 2003 01:13:41 -0000 Received: from mailserver.mydomain.co.nz (mailserver [127.0.0.1]) by mailserver.mydomain.co.nz (8.12.5/8.12.5) with ESMTP id h151OaE7006319 for ; Wed, 5 Feb 2003 14:24:36 +1300 Received: (from mail at localhost) by mailserver.mydomain.co.nz (8.12.5/8.12.5/Submit) id h151Oa0X006315; Wed, 5 Feb 2003 14:24:36 +1300 Date: Wed, 5 Feb 2003 14:24:36 +1300 Subject: [realgroovy.co.nz #1696] AutoReply: Another Test from Greg From: "orders" Reply-To: orders at realgroovy.co.nz In-Reply-To: Message-ID: Precedence: Normal X-RT-Loop-Prevention: realgroovy.co.nz RT-Ticket: realgroovy.co.nz #1696 Managed-by: RT 2.0.15 (http://bestpractical.com/rt/) RT-Originator: elisara at world-net.co.nz To: elisara at world-net.co.nz Welcome to Real Groovy Customer Support. This message has been automatically generated in response to your enquiry regarding: "Another Test from Greg", a summary of which appears below. We have registered your enquiry and will be in touch soon. There is no need to reply to this message. Our normal hours of operation are NZDT 8.30am to 5.30pm Monday to Friday. Your enquiry has been assigned an ID of [realgroovy.co.nz #1696]. Thank you, Real Groovy ------------------------------------------------------------------------- Testing, 1, 2, 3. From kamara at eahd.or.ug Wed Feb 5 06:34:47 2003 From: kamara at eahd.or.ug (Kamara Eric R-M) Date: Wed, 5 Feb 2003 14:34:47 +0300 (EAT) Subject: [rt-users] rt-apache error In-Reply-To: <3E4045B4.5050705@speeddoesmatter.com> References: <3E4045B4.5050705@speeddoesmatter.com> Message-ID: <20030205142756.V12595-100000@nemesis.eahd.or.ug> Hi Daniel, It seems that among your problems includes the fact that the rt group can't write to the logfile. Check if the file /var/log/rt2/rt.log.9258.0 exists and if its permissions allow members of the rt group to read and write to it. Another thing, apache is looking for the file /etc/apache/share/magic and failing to find it.In you httpd.conf look for the following lines: MIMEMagicFile /etc/httpd/magic Change the path to point to the correct location of the magic file. Regards, Eric =============================== Kamara Eric Rukidi Mpuuga Computer Frontiers International Plot 32 Lumumba Avenue P.O Box 12510,Kampala Tel :256-41-340417/71 Email:kamara at cfi.co.ug Web :http://www.cfi.co.ug On Tue, 4 Feb 2003, [UTF-8] Daniel Sch??nland wrote: > Hello there, > > I installed rt on my Debian Woody. Erverything went well until i started > to configure apache. I always receive an "Internal Server Error" if I > try to access via http. My .conf looks like this: > > > DocumentRoot /usr/local/rt2/local/WebRT/html > ServerName rt.speeddoesmatter.com > ServerAlias rt.speeddoesmatter.com > PerlModule Apache::DBI > PerlRequire /usr/local/rt2/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > > > > (btw: is it usual, that the html directory is totally empty?) > > The apache-error log says this: > > [Tue Feb 4 23:48:31 2003] [notice] Apache configured -- resuming normal > operations > [Tue Feb 4 23:48:31 2003] [notice] suEXEC mechanism enabled (wrapper: > /usr/lib/apache/suexec) > [Tue Feb 4 23:48:31 2003] [notice] Accept mutex: sysvsem (Default: sysvsem) > [Tue Feb 4 23:48:41 2003] [notice] caught SIGTERM, shutting down > [Tue Feb 4 17:49:24 2003] [error] (2)No such file or directory: > mod_mime_magic: can't read magic file /etc/apache/share/magic > [Tue Feb 4 23:49:24 2003] [warn] module config_log_module is already > loaded, skipping > [Tue Feb 4 23:49:24 2003] [warn] module mime_module is already loaded, > skipping > [Tue Feb 4 17:49:26 2003] [error] (2)No such file or directory: > mod_mime_magic: can't read magic file /etc/apache/share/magic > [Tue Feb 4 17:49:26 2003] [notice] Apache configured -- resuming normal > operations > [Tue Feb 4 17:49:26 2003] [notice] suEXEC mechanism enabled (wrapper: > /usr/lib/apache/suexec) > [Tue Feb 4 17:49:26 2003] [notice] Accept mutex: sysvsem (Default: sysvsem) > [Tue Feb 4 17:49:30 2003] [error] Can't write to > '/var/log/rt2/rt.log.9258.0': No such file or directory at /usr/share/perl5/ > Log/Dispatch/File.pm line 69. > [Tue Feb 4 17:49:32 2003] [error] Can't write to > '/var/log/rt2/rt.log.9258.0': No such file or directory at /usr/share/perl5/ > Log/Dispatch/File.pm line 69. > #fff > [Tue Feb 4 17:56:29 2003] [error] Can't write to > '/var/log/rt2/rt.log.9258.0': No such file or directory at /usr/share/perl5/ > Log/Dispatch/File.pm line 69. > > I did exactly everything written in the read-me file (hopefully). Could > somebody please give me a hint what to do? > > Thanks. > > Kind Regards, > > - Daniel > > -- > Daniel Schoenland Mobil +49 170 41 92 7 29 > Henrietten Weg 8 > 20259 Hamburg > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 kamara at eahd.or.ug Wed Feb 5 06:38:30 2003 From: kamara at eahd.or.ug (Kamara Eric R-M) Date: Wed, 5 Feb 2003 14:38:30 +0300 (EAT) Subject: [rt-users] templates question In-Reply-To: References: Message-ID: <20030205143738.H12595-100000@nemesis.eahd.or.ug> Hi Gregory, Try having a look at the keywords section of the manual.It might make your work easier. Warm regards, Eric =============================== Kamara Eric Rukidi Mpuuga Computer Frontiers International Plot 32 Lumumba Avenue P.O Box 12510,Kampala Tel :256-41-340417/71 Email:kamara at cfi.co.ug Web :http://www.cfi.co.ug On Wed, 5 Feb 2003, Gregory Hosler wrote: > I'm converting some old lotus notes databases (that we used to use for > problem tracking, and/or feature requests) to RT. > > I'm looking for a way to create a template, in the way that Notes used to have > a "form" that was associated with particular databases. > > I'm looking at "templates" and trying to figure out if this will do what I want > of not. > > Basically, when a problem is reported, I wish to solicit certain fields > (possibly different fields based upon which queue the request is going to). > For example, for a particular queue, I might want to solicit the following: > > SeverityLevel: (e.g. Low, Medium, High) > Description: {free flow text describing the problem} > Component: (an administrator defined pull-down list would be ideal here) > Originator: > Logged_by: > > possibly some others. > > Yes, we can ask reporters to make sure that they include all the relavant > information, but it would be real nice if I could create a dialog panel for > soliciting these matters from users (using web-based input). > > has anyone done anything like this ? > > best rgds, > > -Greg > > ---------------------------------- > E-Mail: Gregory Hosler > Date: 05-Feb-03 > Time: 14:20:55 > > If each of us have one object, and we exchange them, > then each of us still has one object. > If each of us have one idea, and we exchange them, > then each of us now has two ideas. > > ---------------------------------- > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From ron.gidron at shunra.com Wed Feb 5 07:24:30 2003 From: ron.gidron at shunra.com (Ron Gidron) Date: Wed, 5 Feb 2003 14:24:30 +0200 Subject: [rt-users] Help please Message-ID: We (Shunra Ltd.) are using RT to manage a queue of customer support related issues, There are still a couple of requirements that we could not meet using the RT web interface for configurations... (So I am hoping that now the fun can begin, a little bit of mason is no problem so any pointers to examples will be very welcome) Is there any documentation on how to add a custom field that is not a keyword to a specific queue ? Can I add a free text field into the keyword selections? Is there a comfortable way to add a date selection keyword? Thanks, Ron. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jdunn at verticalscope.com Wed Feb 5 11:48:32 2003 From: jdunn at verticalscope.com (Julian C. Dunn) Date: 05 Feb 2003 11:48:32 -0500 Subject: [rt-users] problems with PostgreSQL 7.3.1 Message-ID: <1044463712.15067.7.camel@jedi.office.verticalscope.com> I noticed in the mailing list archives that many people are having problems with PostgreSQL 7.3.1 and RT 2.0.15. Notwithstanding the DBIx::SearchBuilder problems (with the 0.7x series -- downgrading to the 0.6x series helps solve the "Can't bind reference" errors) there are still difficulties with using Postgres 7.3. I think I see what the problem is. It is that the "SELECT ... LIMIT x,y" syntax is deprecated in the 7.3.x series of PostgreSQL. The correct syntax should be "SELECT ... LIMIT x OFFSET y". This causes the comment recording to fail. I am not really familiar with the RT code but I can poke around and see if I can cough up a patch. Others who are more familiar with it, feel free to beat me to it :) - Julian -- -- Julian C. Dunn, B.A.Sc. -- Senior Software Developer / UNIX Systems Administrator -- VerticalScope Inc. -- 111 Peter St., Suite 700, Toronto, ON -- Tel: (416) 341-8950 x236 Fax: (416) 341-8959 -- PGP Key: 0x4EE2041F From robie at principle.co.uk Wed Feb 5 12:39:56 2003 From: robie at principle.co.uk (Robie Basak) Date: 05 Feb 2003 17:39:56 +0000 Subject: [rt-users] problems with PostgreSQL 7.3.1 In-Reply-To: <1044463712.15067.7.camel@jedi.office.verticalscope.com> References: <1044463712.15067.7.camel@jedi.office.verticalscope.com> Message-ID: <1044466796.5147.71.camel@mal.justgohome.co.uk> On Wed, 2003-02-05 at 16:48, Julian C. Dunn wrote: > I noticed in the mailing list archives that many people are having > problems with PostgreSQL 7.3.1 and RT 2.0.15. Notwithstanding the > DBIx::SearchBuilder problems (with the 0.7x series -- downgrading to the > 0.6x series helps solve the "Can't bind reference" errors) there are > still difficulties with using Postgres 7.3. I think I see what the > problem is. See a problem I had with DBIx::SearchBuilder: http://fsck.com/rt2/Ticket/Display.html?id=1624 As far as I am aware this hasn't been integrated; I don't know if development is now on Aegis or what, but I haven't seen any changes in CVS for a long time. > I am not really familiar with the RT code but I can poke around and see > if I can cough up a patch. Others who are more familiar with it, feel > free to beat me to it :) It might be an idea to just do an RT search on things, and watch the SQL come out the other end (I turned Postgres debugging on). This is how I found the above problem, anyway. Robie. -- Robie Basak Northern Principle Limited From jason-alexander at uiowa.edu Wed Feb 5 12:42:40 2003 From: jason-alexander at uiowa.edu (Jason Alexander) Date: Wed, 05 Feb 2003 11:42:40 -0600 Subject: [rt-users] Which Linux to Use Message-ID: <5.1.1.5.2.20030205113950.00b92408@blue.weeg.uiowa.edu> Hello, I want to do some testing of RT. I tried doing a setup on RH 8 but found it to not get along due to some modules not being ported to Apache 2.0. Plus I have read that RH 8 is still kind of flaky and has some other issues. I am going to revert to an older version of Redhat but wanted to get some opinions on what version people have installed on and have had good luck. I don't mind recompiling some things but I would prefer to not have to compile everything. Jason *********************************************** Jason Alexander Senior Security Analyst CIO Office, The University of Iowa 300-28 University Services Building jason-alexander at uiowa.edu / 319-335-6174 *********************************************** From prlawrence at Lehigh.EDU Wed Feb 5 14:05:44 2003 From: prlawrence at Lehigh.EDU (Phil R Lawrence) Date: Wed, 05 Feb 2003 14:05:44 -0500 Subject: [rt-users] Which Linux to Use In-Reply-To: <5.1.1.5.2.20030205113950.00b92408@blue.weeg.uiowa.edu> References: <5.1.1.5.2.20030205113950.00b92408@blue.weeg.uiowa.edu> Message-ID: <3E416088.9020606@lehigh.edu> Jason Alexander wrote: > I want to do some testing of RT. I tried doing a setup on RH 8 but > found it to not get along > due to some modules not being ported to Apache 2.0. Plus I have read > that RH 8 is still > kind of flaky and has some other issues. I have RT running under RH 8 for testing. works fine so far. I followed the installation instructions for RH 7 that are available in the RT documentation. Phil From jjasen at datafoundation.com Wed Feb 5 14:27:03 2003 From: jjasen at datafoundation.com (John Jasen) Date: Wed, 5 Feb 2003 14:27:03 -0500 (EST) Subject: [rt-users] Which Linux to Use In-Reply-To: <5.1.1.5.2.20030205113950.00b92408@blue.weeg.uiowa.edu> Message-ID: On Wed, 5 Feb 2003, Jason Alexander wrote: > I am going to revert to an older version of Redhat but wanted to get some > opinions > on what version people have installed on and have had good luck. I don't > mind recompiling > some things but I would prefer to not have to compile everything. 7.3 and 6.2 work fine, after getting some perl modules from CPAN. From jesse at bestpractical.com Wed Feb 5 14:32:52 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 5 Feb 2003 14:32:52 -0500 Subject: [rt-users] [rt-announce] fsck.com RT instance Upgraded to 2.1.68 Message-ID: <20030205193252.GP26723@pallas.fsck.com> You have no idea how much pleasure it gives me to announce that fsck.com's RT instance has been upgraded to RT 2.1.68. We'll be watching closely over the next serveral days to make sure everything is in order, but so far, so good. Jesse -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. _______________________________________________ rt-announce mailing list rt-announce at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-announce From jesse at bestpractical.com Wed Feb 5 19:21:35 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 5 Feb 2003 19:21:35 -0500 Subject: [rt-users] [rt-announce] RT 3.0 Beta 1 Message-ID: <20030206002135.GD19555@pallas.fsck.com> As is always the case with such announcements, it gives me great pleasure to announce that the build tagged as rt.2.1.69 is the first Beta release of RT 3.0. This release represents over a year of engineering work and is quite close to being released as RT 3.0.0. It's ready for widespread testing and, in limited case, production deployment. Best Practical Solutions does not support RT 2.1.x (or any other pre-release products) in production environments unless specific prior arrangments have been negotiated. [1] As of this morning, fsck.com's RT instance is running rt 2.1.69. You can download this release at: http://www.bestpractical.com/pub/rt/devel/rt-3-0-beta1.tar.gz A beta-quality import tool is available from: http://www.bestpractical.com/pub/rt/devel/rt2-to-rt3-v1.4.tar.gz This import tool should be used to _test_ the import of your data into an RT instance, but if you intend to migrate from RT2 to RT3 at this time, it is strongly recommended that you check over the imported data by hand, paying particular attention to Scrips and ACLs. Selected Improvements since RT 2.0: * RT's installation process has been streamlined and the installation process now uses autoconf (./configure) to build your Makefile * Keywords have been replaced with a much more flexible "Custom Fields" system that allows fulltext custom fields * RT is now unicode-native and has been completely internationalized (It speaks about a dozen languages, with varying levels of fluency. New translations are always appreciated) * The UI has gotten a massive overhaul. RT should be prettier, friendlier and easier to use. And it works even better in lynx, as most of the user interface now uses Cascading Style Sheets for the pretty bits. * RT is even more extensible than it was before. In addition to the "local" directory for overriding HTML::Mason components, RT's web UI now supports callbacks, to let you embed your own components within RT's UI with no changes to the core, an "overlay" system for the configuration file, so you can be assured that you always know what you've changed from the defaults and "Overlay" perl modules that let you override most of RT's core at the subroutine level in a way that will persist across upgrades * RT's database schema has been simplified. The "Watchers" mechanism has been replaced with queue and ticket specific role groups, which should lead to much faster ticket searches and more linear scalability. * RT's notion of groups has been significantly enhanced. Groups can now contain other groups, with as deep a hierarchy as you want, so long as you don't try to make a group a member of itself. ;) * RT's ACL system is now much more flexible. Users who have been granted the right to delegeate their rights can give groups of users of their choosing any right they have been granted. Of course, when you revoke a user's rights, any of their delegations vanish too. * RT's mail gateway now uses an HTTP-based RPC mechanism to talk to your RT server. (The mail gateway is now a tiny perl script that doesn't need to live on your RT server, run setgid or anything nasty like that.) Known issues that should be addressed before RT 3.0.0: * Notify ScripAction will be enhanced to include transaction attachments * Web UI still needs a bit of cleanup, though it's largely done * The new CLI needs to be completed and integrated. (If you need the CLI, Beta 1 is not for you) * Translations need to be updated * Default scrips need to be set up. Right now, you need to do it all by hand * Approvals scrips should probably be set up by default * The new logo needs to be included * Some more performance tuning should happen Best, Jesse Vincent Best Practical Solutions, LLC [1] If you run RT 2.1.x in production and need support for it, expect to pay through the nose. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. _______________________________________________ rt-announce mailing list rt-announce at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-announce From gregory.hosler at eno.ericsson.se Wed Feb 5 23:15:12 2003 From: gregory.hosler at eno.ericsson.se (Gregory Hosler) Date: Thu, 06 Feb 2003 12:15:12 +0800 (SGT) Subject: [rt-users] templates question In-Reply-To: <20030205143738.H12595-100000@nemesis.eahd.or.ug> Message-ID: hmm... yes, keywords looks quite useful. I'm still trying to figure out how to handle a separate "free flow text" field though... :( best regards, -Greg On 05-Feb-03 Kamara Eric R-M wrote: > Hi Gregory, > > Try having a look at the keywords section of the manual.It might make your > work easier. > > Warm regards, > Eric > > =============================== > Kamara Eric Rukidi Mpuuga > Computer Frontiers International > Plot 32 Lumumba Avenue > P.O Box 12510,Kampala > Tel :256-41-340417/71 > Email:kamara at cfi.co.ug > Web :http://www.cfi.co.ug > > On Wed, 5 Feb 2003, Gregory Hosler wrote: > >> I'm converting some old lotus notes databases (that we used to use for >> problem tracking, and/or feature requests) to RT. >> >> I'm looking for a way to create a template, in the way that Notes used to >> have >> a "form" that was associated with particular databases. >> >> I'm looking at "templates" and trying to figure out if this will do what I >> want >> of not. >> >> Basically, when a problem is reported, I wish to solicit certain fields >> (possibly different fields based upon which queue the request is going to). >> For example, for a particular queue, I might want to solicit the following: >> >> SeverityLevel: (e.g. Low, Medium, High) >> Description: {free flow text describing the problem} >> Component: (an administrator defined pull-down list would be ideal >> here) >> Originator: >> Logged_by: >> >> possibly some others. >> >> Yes, we can ask reporters to make sure that they include all the relavant >> information, but it would be real nice if I could create a dialog panel for >> soliciting these matters from users (using web-based input). >> >> has anyone done anything like this ? >> >> best rgds, >> >> -Greg >> >> ---------------------------------- >> E-Mail: Gregory Hosler >> Date: 05-Feb-03 >> Time: 14:20:55 >> >> If each of us have one object, and we exchange them, >> then each of us still has one object. >> If each of us have one idea, and we exchange them, >> then each of us now has two ideas. >> >> ---------------------------------- >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.fsck.com >> http://lists.fsck.com/mailman/listinfo/rt-users >> >> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm >> ---------------------------------- E-Mail: Gregory Hosler Date: 06-Feb-03 Time: 12:14:15 If each of us have one object, and we exchange them, then each of us still has one object. If each of us have one idea, and we exchange them, then each of us now has two ideas. ---------------------------------- From rehan at nha.co.za Thu Feb 6 03:26:49 2003 From: rehan at nha.co.za (Rehan van der Merwe) Date: 06 Feb 2003 10:26:49 +0200 Subject: [rt-users] speedycgi Message-ID: <1044520009.4413.73.camel@localhost.localdomain> Hi everyone, I read in the docs that speedycgi is not supported yet. Is there any of you who use it effectively in a production environment? Is it really much faster than fastcgi and mod_perl? Furthermore, does fastcgi work much faster and as well as mod_perl? (I use RH7.3 , Apache/1.3.20 with mod_perl , MySQL) Regards, Rehan van der Merwe From RT-User at wiwi.uni-wuppertal.de Thu Feb 6 08:11:39 2003 From: RT-User at wiwi.uni-wuppertal.de (RT-User) Date: Thu, 6 Feb 2003 14:11:39 +0100 Subject: [rt-users] Problems w/ exim as MTA Message-ID: Hi all! Finaly I got RT up and running, but there seems to be a problem with exim as the MTA whic I can not figure out. I just quote a bit from the logs: Paniclog: 2003-02-06 13:53:01 18gQSW-0001Dc-00 Neither the system_aliases director nor the address_pipe transport set a uid for local delivery of |/opt/rt2/bin/rt-mailgate --queue support --action correspond corresponding mainlog entry: 2003-02-06 13:53:01 Start queue run: pid=5788 2003-02-06 13:53:01 18gQSW-0001Dc-00 Neither the system_aliases director nor the address_pipe transport set a uid for local delivery of |/opt/rt2/bin/rt-mailgate --queue support --action correspond 2003-02-06 13:53:01 End queue run: pid=5788 and a mail to root about the error is send: 2003-02-06 13:53:01 18glWX-0001VP-00 <= mail at wwpc31.wiwi.uni-wuppertal.de U=mail P=local S=799 2003-02-06 13:53:01 18glWX-0001VP-00 => root D=localuser T=local_delivery 2003-02-06 13:53:01 18glWX-0001VP-00 Completed How could I solve this problem. I have really no clue what the problem is about. I checked the permissions on Mailgate and everything seems to be ok. Thanks in advance! Greetings Christian Noelle -- ------------------------------------------------------------------------ Christian Noelle mailto:noelle at wiwi.uni-wuppertal.de University of Wuppertal - Department of Economics (FB 6) - CIP CIP im Web: http://www.wiwi.uni-wuppertal.de/cip/ mailto:cip-support at wiwi.uni-wuppertal.de ------------------------------------------------------------------------ From nils.ketelsen at kuehne-nagel.com Thu Feb 6 08:20:07 2003 From: nils.ketelsen at kuehne-nagel.com (Nils Ketelsen) Date: Thu, 06 Feb 2003 14:20:07 +0100 Subject: [rt-users] Problems w/ exim as MTA In-Reply-To: Message-ID: <5.1.0.14.0.20030206141823.023ab740@194.151.203.161> At 14:11 06.02.2003 +0100, RT-User wrote: >Hi all! > >Finaly I got RT up and running, but there seems to be a problem >with exim as the MTA whic I can not figure out. > >I just quote a bit from the logs: > >Paniclog: >2003-02-06 13:53:01 18gQSW-0001Dc-00 Neither the system_aliases director >nor the address_pipe transport set a uid for local delivery of >|/opt/rt2/bin/rt-mailgate --queue support --action correspond The problem is exactly what this line says: You didn't tell your exim under which user it should start the mailgate. Either the director or the transport can set this user. Choose whatever fits your setup most. Nils From wash at wananchi.biz Thu Feb 6 08:21:51 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Thu, 6 Feb 2003 16:21:51 +0300 Subject: [rt-users] RT 3.0 Beta 1 discussions Message-ID: <20030206132151.GG85743@ns2.wananchi.com> I looked at RT-3.0-Beta-1 docs and was wondering whether discussions on it are still restricted to the -devel list?? I've encountered some strange incident during setup, which I did not experience with 2.0.x. After meeting almost all dependancy requirements (well, almost, because CGI has totally refused to update manually or via cpam) I configured rt3, added the virtualhost and then restarted apache (apache2+mod_perl-2, yes the devel one). My vhost looks like from the manual: ServerName rt3.wananchi.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl ErrorLog /var/log/rt3-error.log SetHandler perl-script PerlHandler RT::Mason When I tryto access it I get an error: beastie# less /var/log/rt3-error.log [Thu Feb 06 14:43:05 2003] [error] [client 62.8.64.13] Directory index forbidden by rule: /opt/rt3/share/html/ Well, there is no such error with other Virtualhosts (there are many of them). That's where I am lost. Thanks for any pointers. cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From tobias.stenalv at observergroup.com Thu Feb 6 11:43:17 2003 From: tobias.stenalv at observergroup.com (=?iso-8859-1?Q?Tobias_Sten=E4lv?=) Date: Thu, 6 Feb 2003 17:43:17 +0100 Subject: [rt-users] Queue name containing all numbers Message-ID: <007801c2cdfe$d984c6e0$65f0080a@tintin> Hi there, I found that there is a bug reported for user names entered as integers, i experience the same thing with a queue name containing all numbers. The queue is there but there is no way to create tickets. Reason: Queue cannot be found. Is there some way to fix this(i am running v2.0.15) /tobias #! /usr/local/bin/perl -w ################################################################# # Tobias Sten?lv +46 63 193666 Voice # Observer AB # R?dhusgatan 56 +46 63 103628 Fax # 831 95 ?stersund +46 70 6218066 Mobile # Sweden tobias.stenalv at observergroup.com ################################################################# use strict; From jesse at bestpractical.com Thu Feb 6 11:46:53 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 6 Feb 2003 11:46:53 -0500 Subject: [rt-users] Queue name containing all numbers In-Reply-To: <007801c2cdfe$d984c6e0$65f0080a@tintin> References: <007801c2cdfe$d984c6e0$65f0080a@tintin> Message-ID: <20030206164653.GQ19555@pallas.fsck.com> On Thu, Feb 06, 2003 at 05:43:17PM +0100, Tobias Sten?lv wrote: > Hi there, > I found that there is a bug reported for user names entered as integers, > i experience the same thing with a queue name containing all numbers. > The queue is there but there is no way to create tickets. Reason: Queue > cannot be found. Is there some way to fix this(i am running v2.0.15) It's not a bug, so much as a design decision. User names and queue names may not consist entirely of integers. > /tobias > > #! /usr/local/bin/perl -w > ################################################################# > # Tobias Sten?lv +46 63 193666 Voice > # Observer AB > # R?dhusgatan 56 +46 63 103628 Fax > # 831 95 ?stersund +46 70 6218066 Mobile > # Sweden tobias.stenalv at observergroup.com > ################################################################# > use strict; > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From nils.ketelsen at kuehne-nagel.com Thu Feb 6 11:57:21 2003 From: nils.ketelsen at kuehne-nagel.com (Nils Ketelsen) Date: Thu, 06 Feb 2003 17:57:21 +0100 Subject: [rt-users] Queue name containing all numbers In-Reply-To: <20030206164653.GQ19555@pallas.fsck.com> References: <007801c2cdfe$d984c6e0$65f0080a@tintin> <007801c2cdfe$d984c6e0$65f0080a@tintin> Message-ID: <5.1.0.14.0.20030206175426.01dee450@194.151.203.161> At 11:46 06.02.2003 -0500, Jesse Vincent wrote: >On Thu, Feb 06, 2003 at 05:43:17PM +0100, Tobias Sten?lv wrote: > > Hi there, > > I found that there is a bug reported for user names entered as integers, > > i experience the same thing with a queue name containing all numbers. > > The queue is there but there is no way to create tickets. Reason: Queue > > cannot be found. Is there some way to fix this(i am running v2.0.15) > >It's not a bug, so much as a design decision. User names and queue names >may not consist entirely of integers. I haven't tried it, but according to Tobias its possible to create them anyway. If its a design decision then you should also get an errormessage on creation of the queue. If the system allows creating the queue then it has to be usable too. Otherwise I would concider it a bug (or least something that causes confusion which could be avoided) Just my 0.02EUR, Nils From jesse at bestpractical.com Thu Feb 6 12:02:41 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 6 Feb 2003 12:02:41 -0500 Subject: [rt-users] Queue name containing all numbers In-Reply-To: <5.1.0.14.0.20030206175426.01dee450@194.151.203.161> References: <007801c2cdfe$d984c6e0$65f0080a@tintin> <007801c2cdfe$d984c6e0$65f0080a@tintin> <5.1.0.14.0.20030206175426.01dee450@194.151.203.161> Message-ID: <20030206170241.GR19555@pallas.fsck.com> > >It's not a bug, so much as a design decision. User names and queue names > >may not consist entirely of integers. > > I haven't tried it, but according to Tobias its possible to create them > anyway. If its a design decision then you should also get an errormessage > on creation of the queue. If the system allows creating the queue then it > has to be usable too. Otherwise I would concider it a bug (or least > something that causes confusion which could be avoided) That, on the other hand, _is_ a bug. I'll see what I can do about it. > > Just my 0.02EUR, > Nils > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Thu Feb 6 13:31:14 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 6 Feb 2003 13:31:14 -0500 Subject: [rt-users] RT 3.0 Beta 1 discussions In-Reply-To: <20030206132151.GG85743@ns2.wananchi.com> References: <20030206132151.GG85743@ns2.wananchi.com> Message-ID: <20030206183114.GV19555@pallas.fsck.com> On Thu, Feb 06, 2003 at 04:21:51PM +0300, Odhiambo Washington wrote: > I looked at RT-3.0-Beta-1 docs and was wondering whether discussions on it > are still restricted to the -devel list?? Restricted, no, though I suspect most of the interesting stuff is still over there, so if you intend to play with the early betas, subscribing to rt-devel is probably a good idea. > like from the manual: > > > ServerName rt3.wananchi.com > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > PerlModule Apache2 Apache::compat > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > ErrorLog /var/log/rt3-error.log > > SetHandler perl-script > PerlHandler RT::Mason > > > > > When I tryto access it I get an error: > > beastie# less /var/log/rt3-error.log > [Thu Feb 06 14:43:05 2003] [error] [client 62.8.64.13] Directory index forbidden by rule: /opt/rt3/share/html/ > > Well, there is no such error with other Virtualhosts (there are many of them). > That's where I am lost. I will admit to having changed these instructions immediately prior to the beta release ;) if you go to rt3.yourdomain.com/index.html does it work right? > > > Thanks for any pointers. > > > cheers > - wash > +----------------------------------+-----------------------------------------+ > Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | > http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | > GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | > +---------------------------------+------------------------------------------+ > "Oh My God! They killed init! You Bastards!" > --from a /. post > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From gm at efn.org Thu Feb 6 20:00:36 2003 From: gm at efn.org (Seth Cohn, EFN General Manager) Date: Thu, 6 Feb 2003 17:00:36 -0800 (PST) Subject: [rt-users] Modify of AutoTake.pm? Message-ID: I'd like to modify AutoTake.pm (or otherwise fix the problem) to do the following: Normally, unowned (nobody/undef) tickets are given to an Owner who replies to the ticket. This works great. It's the tar-baby approach: you touch it, it's yours. I've gotten complaints about other users who reply to a ticket _after_ the ticket's been resolved/closed. Sadly, the ticket remains the property of the first owner, who is done with the ticket, and closed it, and now has to close it again, due to the new person who didn't bother to see the ticket was taken care of. I'd like to make it that: Tickets that _are_ owned by someone, which are resolved, and which someone else responds to, are given to that new person, stealing or not. I think having it autosteal open tickets would be too much, but that (if easier to code) would also work. Help? -- ## Seth Cohn, General Manager of Eugene Free Community Network gm at efn.org ## Businesses planned for service are apt to succeed; Phone 541-484-9637 ## Businesses planned for profit are apt to fail. - N. Butler From news-misc at ada.dhs.org Thu Feb 6 22:12:44 2003 From: news-misc at ada.dhs.org (Ambrose LI via forwarder) Date: Fri, 7 Feb 2003 03:12:44 GMT Subject: [rt-users] Re: speedycgi References: <1044520009.4413.73.camel@localhost.localdomain> Message-ID: Hi, In article <1044520009.4413.73.camel at localhost.localdomain>, Rehan van der Merwe wrote: >I read in the docs that speedycgi is not supported yet. Is >there any of you who use it effectively in a production >environment? Is it really much faster than fastcgi and >mod_perl? yes, I have 2 boxes set up with RT running as SpeedyCGI. One of them has intermittent problems, but it is probably not a SpeedyCGI issue since that box has other problems as well. I can't comment about SpeedyCGI vs mod_perl, since neither box runs Apache. However, as for FastCGI vs SpeedyCGI, SpeedyCGI is easier on the administrator for a couple of reasons: 1. You can tune SpeedyCGI for max number of scripts, max times each script can run, etc; you can't do this with FastCGI. 2. When the web server exits/dies/crashes, FastCGI processes stay in memory, but won't be reused by the web server when it is restarted. I.e., if your web server dies a few times, you can have dozens of "zombie" FastCGI processes filling up your memory. -- Ambrose LI Cheuk-Wing From pdh at snapgear.com Thu Feb 6 22:43:37 2003 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 7 Feb 2003 13:43:37 +1000 Subject: [rt-users] Re: speedycgi In-Reply-To: References: <1044520009.4413.73.camel@localhost.localdomain> Message-ID: <20030207034337.GF483@luggage.internal.moreton.com.au> Ambrose LI via forwarder wrote: > 1. You can tune SpeedyCGI for max number of scripts, max times > each script can run, etc; you can't do this with FastCGI. FastCgiServer /path/to/foo -processes 6 > 2. When the web server exits/dies/crashes, FastCGI processes > stay in memory, but won't be reused by the web server when it > is restarted. I.e., if your web server dies a few times, you > can have dozens of "zombie" FastCGI processes filling up your > memory. Oh? Never happened here... dorfl# ps axwu | grep -c fcgi 1 dorfl# apachectl stop; apachectl startssl /usr/local/sbin/apachectl stop: httpd stopped /usr/local/sbin/apachectl startssl: httpd started dorfl# ps axwu | grep -c fcgi 1 dorfl# -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From wash at wananchi.biz Fri Feb 7 01:27:38 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Fri, 7 Feb 2003 09:27:38 +0300 (EAT) Subject: [rt-users] RT 3.0 Beta 1 discussions In-Reply-To: <20030206183114.GV19555@pallas.fsck.com> References: <20030206132151.GG85743@ns2.wananchi.com> <20030206183114.GV19555@pallas.fsck.com> Message-ID: <50390.62.8.64.13.1044599258.squirrel@webmail.wananchi.com> > > > On Thu, Feb 06, 2003 at 04:21:51PM +0300, Odhiambo Washington wrote: >> I looked at RT-3.0-Beta-1 docs and was wondering whether discussions >> on it are still restricted to the -devel list?? > > Restricted, no, though I suspect most of the interesting stuff is still > over there, so if you intend to play with the early betas, subscribing > to rt-devel is probably a good idea. > >> like from the manual: >> >> >> ServerName rt3.wananchi.com >> DocumentRoot /opt/rt3/share/html >> AddDefaultCharset UTF-8 >> PerlModule Apache2 Apache::compat >> PerlModule Apache::DBI >> PerlRequire /opt/rt3/bin/webmux.pl >> ErrorLog /var/log/rt3-error.log >> >> SetHandler perl-script >> PerlHandler RT::Mason >> >> >> >> >> When I tryto access it I get an error: >> >> beastie# less /var/log/rt3-error.log >> [Thu Feb 06 14:43:05 2003] [error] [client 62.8.64.13] Directory index >> forbidden by rule: /opt/rt3/share/html/ >> >> Well, there is no such error with other Virtualhosts (there are many >> of them). That's where I am lost. > > > I will admit to having changed these instructions immediately prior to > the beta release ;) if you go to rt3.yourdomain.com/index.html does it > work right? The problem is that at first I am denied access into the html directory, so I added a rule: Order deny, allow Allow from all That way I get it but I just get the listings for the files. When I clieck on index.html, yes, it does open, but clicks on any subsequent links also give files listings. My other virtual hosts are not exhibiting this phenomenon, so I am wondering if I did not do something correctly.... From matt_lists at careercast.com Fri Feb 7 11:53:03 2003 From: matt_lists at careercast.com (Matt Simonsen) Date: 07 Feb 2003 08:53:03 -0800 Subject: [rt-users] Email not going out Message-ID: <1044636786.19351.6.camel@mattsworkstation> I am using Qmail-1.03, Apache 1.3.27, fastcgi, and RT-3.0.0 (the new beta). I'm not sure whether this should be on devel@ or users@ so I thought I'd start here. First, I haven't been able to find any logging, this was my first hope of solving my problem. $rtdir/var/logs is empty. All functionality other than email seems to be perfect. When I create a new ticket no email goes out, despite the fact I created a global scrip to "notify requestors and Ccs" on create. Perhaps I did this wrong, basically I just went into the global section and created a new scrip. Rt-mailgate works fine* RT_Config.pm is basically set to defaults- I changed the domain. I've tried both sendmailpipe and sendmail. For safe keeping I've restarted Apache. Any tips on troubleshooting/configuration for outgoing email would be greatly appreciated. Or links to correct manuals. All the documentation I could find seems to be related more to incoming rather than outgoing mail. Thanks Matt * The following created a ticket: [root at email rt-3.0.0b]# /usr/local/rt-3.0.0b/bin/rt-mailgate --url http://rt.careercast.com/ --queue general --action correspond To: matt at careercast.com Subject: hello This is the body From jdunn at aquezada.com Mon Feb 3 14:13:44 2003 From: jdunn at aquezada.com (Julian C. Dunn) Date: Mon, 3 Feb 2003 14:13:44 -0500 (EST) Subject: [rt-users] problem with creating new ticket. In-Reply-To: <3E3EB980.1040006@eece.unm.edu> References: <3E3EB980.1040006@eece.unm.edu> Message-ID: <20030203141045.E12956@enterprise.office.verticalscope.com> On Mon, 3 Feb 2003, B. Ash wrote: > I receive this error when trying to create a new ticket, running > postgresql, perl5.8.0, and rt-2.0-15, if anyone can assist that would be > great.. Note I am able to call up all previous records, search etc... > Thanks > > "System error > error: Can't bind a reference (Class::ReturnValue=HASH(0x91c9288)) at > /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line > 376, line 79. > context: > ... > 372: do_backtrace => undef); > 373: return ($ret->return_value); > 374: } > 375: } > 376: unless ( $sth->execute(@bind_values) ) { > 377: if ($DEBUG) { > 378: die "$self couldn't execute the query '$QueryString'" > 379: . $self->dbh->errstr . "\n"; > 380: > ... > code stack: > /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm:376 > /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm:319 > /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm:636 > /usr/local/rt2/lib/RT/Ticket.pm:342 > /usr/local/rt2/WebRT/html/Ticket/Display.html:87 > /usr/local/rt2/WebRT/html/autohandler:58 > raw error" I also have this problem. The problem seems to occur whenever anyone creates or modifies the text field (comments). Changing statii or owners, etc. doesn't cause the problem. I'm using Perl5.6.1 under NetBSD. Here are all the versions of the Perl modules on the system. Does anyone see any glaring incompatabilities between any of these versions and RT? p5-Apache-Session-1.54/ p5-Attribute-Handlers-0.77/ p5-BSD-Resource-1.15/ p5-CGI-2.79/ p5-Class-ReturnValue-0.40/ p5-Compress-Zlib-1.16/ p5-DBD-mysql-2.1017/ p5-DBD-postgresql-1.21/ p5-DBI-1.30/ p5-DBIx-DataSource-0.02/ p5-DBIx-SearchBuilder-0.76/ p5-Data-ShowTable-3.3/ p5-Devel-StackTrace-1.02/ p5-Digest-MD5-2.22/ p5-FCGI-0.58/ p5-FreezeThaw-0.41/ p5-GD-1.32nb1/ p5-HTML-Mason-1.04/ p5-HTML-Parser-3.26/ p5-HTML-Tagset-3.03/ p5-HTML-Template-2.6/ p5-IO-Socket-SSL-0.91/ p5-IO-stringy-2.108/ p5-Image-Size-2.980/ p5-Log-Dispatch-1.79/ p5-MIME-Base64-2.16/ p5-MIME-tools-5.411.1/ p5-MLDBM-2.00/ p5-MailTools-1.49/ p5-Net-1.12/ p5-Net-SSLeay-1.21/ p5-Params-Validate-0.15/ p5-PerlMagick-5.5.3.2/ p5-Storable-2.04/ p5-Test-Harness-2.26/ p5-Test-Inline-0.15/ p5-Test-Simple-0.47/ p5-Text-Template-1.43/ p5-Text-Wrapper-1.0/ p5-Tie-IxHash-1.21/ p5-TimeDate-1.10/ p5-URI-1.22/ p5-gdbm-1.05nb1/ p5-libapreq-0.33/ p5-libwww-5.67/ - Julian -- | Julian C. Dunn | | WWW: http://www.aquezada.com/staff/julian/ | | "I've got love and anger, they come as a pair" -- Aimee Mann | From greg.elisara at realgroovy.co.nz Tue Feb 4 20:21:32 2003 From: greg.elisara at realgroovy.co.nz (Greg Elisara) Date: Wed, 05 Feb 2003 14:21:32 +1300 Subject: [rt-users] Some requestors not getting correspondence Message-ID: Hi All, A small number of requestors are not getting email from RT. Usually the requestors are from the same domain - eg bob at domain.net.nz or peter at domain.net.nz and effects a couple of domains. We have RT installed on a Redhat 8 box. The box sits behind a firewall on a intranet using a public address. We us fetchmail to pull incoming emails from a mail server in our DMZ. Email is sent directly through the firewall from our RT box using sendmail. I was thinking that maybe the mailserver on these domains is putting these emails into a black hole thinking they are spam - we don't get any 'can not deliver' responses. Below is an example of the the autogenerated reply that doesn't get to requestors. I though a couple of things might cause problems but not sure - generic return-path, mydomain.co.nz isn't a real domain (ie no reverse lookup). I changed the Precedence to Normal but this doesn't seem to make any differenct. Any help appreciated. Greg. --------------------------- Return-Path: Delivered-To: elisara at world-net.co.nz Received: (qmail 30754 invoked from network); 5 Feb 2003 01:13:41 -0000 Received: from 210-54-18-149.iprolink.co.nz (HELO mailserver.mydomain.co.nz) (210.54.18.149) by 0 with SMTP; 5 Feb 2003 01:13:41 -0000 Received: from mailserver.mydomain.co.nz (mailserver [127.0.0.1]) by mailserver.mydomain.co.nz (8.12.5/8.12.5) with ESMTP id h151OaE7006319 for ; Wed, 5 Feb 2003 14:24:36 +1300 Received: (from mail at localhost) by mailserver.mydomain.co.nz (8.12.5/8.12.5/Submit) id h151Oa0X006315; Wed, 5 Feb 2003 14:24:36 +1300 Date: Wed, 5 Feb 2003 14:24:36 +1300 Subject: [realgroovy.co.nz #1696] AutoReply: Another Test from Greg From: "orders" Reply-To: orders at realgroovy.co.nz In-Reply-To: Message-ID: Precedence: Normal X-RT-Loop-Prevention: realgroovy.co.nz RT-Ticket: realgroovy.co.nz #1696 Managed-by: RT 2.0.15 (http://bestpractical.com/rt/) RT-Originator: elisara at world-net.co.nz To: elisara at world-net.co.nz Welcome to Real Groovy Customer Support. This message has been automatically generated in response to your enquiry regarding: "Another Test from Greg", a summary of which appears below. We have registered your enquiry and will be in touch soon. There is no need to reply to this message. Our normal hours of operation are NZDT 8.30am to 5.30pm Monday to Friday. Your enquiry has been assigned an ID of [realgroovy.co.nz #1696]. Thank you, Real Groovy ------------------------------------------------------------------------- Testing, 1, 2, 3. From elisara at world-net.co.nz Tue Feb 4 20:39:38 2003 From: elisara at world-net.co.nz (Greg Elisara) Date: Wed, 05 Feb 2003 14:39:38 +1300 Subject: [rt-users] Some requestors not getting correspondence Message-ID: Hi All, A small number of requestors are not getting email from RT. Usually the requestors are from the same domain - eg bob at domain.net.nz or peter at domain.net.nz and effects a couple of domains. We have RT installed on a Redhat 8 box. The box sits behind a firewall on a intranet using a public address. We us fetchmail to pull incoming emails from a mail server in our DMZ. Email is sent directly through the firewall from our RT box using sendmail. I was thinking that maybe the mailserver on these domains is putting these emails into a black hole thinking they are spam - we don't get any 'can not deliver' responses. Below is an example of the the autogenerated reply that doesn't get to requestors. I though a couple of things might cause problems but not sure - generic return-path, mydomain.co.nz isn't a real domain (ie no reverse lookup). I changed the Precedence to Normal but this doesn't seem to make any differenct. Any help appreciated. Greg. --------------------------- Return-Path: Delivered-To: elisara at world-net.co.nz Received: (qmail 30754 invoked from network); 5 Feb 2003 01:13:41 -0000 Received: from 210-54-18-149.iprolink.co.nz (HELO mailserver.mydomain.co.nz) (210.54.18.149) by 0 with SMTP; 5 Feb 2003 01:13:41 -0000 Received: from mailserver.mydomain.co.nz (mailserver [127.0.0.1]) by mailserver.mydomain.co.nz (8.12.5/8.12.5) with ESMTP id h151OaE7006319 for ; Wed, 5 Feb 2003 14:24:36 +1300 Received: (from mail at localhost) by mailserver.mydomain.co.nz (8.12.5/8.12.5/Submit) id h151Oa0X006315; Wed, 5 Feb 2003 14:24:36 +1300 Date: Wed, 5 Feb 2003 14:24:36 +1300 Subject: [realgroovy.co.nz #1696] AutoReply: Another Test from Greg From: "orders" Reply-To: orders at realgroovy.co.nz In-Reply-To: Message-ID: Precedence: Normal X-RT-Loop-Prevention: realgroovy.co.nz RT-Ticket: realgroovy.co.nz #1696 Managed-by: RT 2.0.15 (http://bestpractical.com/rt/) RT-Originator: elisara at world-net.co.nz To: elisara at world-net.co.nz Welcome to Real Groovy Customer Support. This message has been automatically generated in response to your enquiry regarding: "Another Test from Greg", a summary of which appears below. We have registered your enquiry and will be in touch soon. There is no need to reply to this message. Our normal hours of operation are NZDT 8.30am to 5.30pm Monday to Friday. Your enquiry has been assigned an ID of [realgroovy.co.nz #1696]. Thank you, Real Groovy ------------------------------------------------------------------------- Testing, 1, 2, 3. From seph at directionless.org Wed Feb 5 11:54:03 2003 From: seph at directionless.org (seph) Date: Wed, 05 Feb 2003 08:54:03 -0800 Subject: [rt-users] rt-apache error In-Reply-To: <3E4045B4.5050705@speeddoesmatter.com> (Daniel =?iso-8859-1?q?Sch=F6nland's?= message of "Tue, 04 Feb 2003 23:59:00 +0100") References: <3E4045B4.5050705@speeddoesmatter.com> Message-ID: > > DocumentRoot /usr/local/rt2/local/WebRT/html > ServerName rt.speeddoesmatter.com > (btw: is it usual, that the html directory is totally empty?) yes. that directory is for local modifications of the mason files. it is not the correct DocumentRoot. See rtfm, for how to install. http://www.fsck.com/rtfm/article.html?id=2#49 seph From seph at directionless.org Wed Feb 5 12:04:37 2003 From: seph at directionless.org (seph) Date: Wed, 05 Feb 2003 09:04:37 -0800 Subject: [rt-users] templates question In-Reply-To: (Gregory Hosler's message of "Wed, 05 Feb 2003 14:35:05 +0800 (SGT)") References: Message-ID: > I'm converting some old lotus notes databases (that we used to use for > problem tracking, and/or feature requests) to RT. > > I'm looking for a way to create a template, in the way that Notes used to have > a "form" that was associated with particular databases. > > I'm looking at "templates" and trying to figure out if this will do what I want > of not. I'm not familier with "templates" but it sounds like you might be best served by a simple webform that then submitted to rt. (either by mail, web, or using rt's api -- I'd say mail is easiest) seph From seph at directionless.org Wed Feb 5 12:11:08 2003 From: seph at directionless.org (seph) Date: Wed, 05 Feb 2003 09:11:08 -0800 Subject: [rt-users] Some requestors not getting correspondence In-Reply-To: (Greg Elisara's message of "Wed, 05 Feb 2003 22:54:25 +1300") References: Message-ID: > A small number of requestors are not getting email from RT. Usually the > requestors are from the same domain - eg bob at domain.net.nz or > peter at domain.net.nz and effects a couple of domains. > Email is sent directly through the firewall from our RT box using > sendmail. > I was thinking that maybe the mailserver on these domains is putting these > emails into a black hole thinking they are spam - we don't get any 'can not > deliver' responses. sounds plausible. I'd run tcpflow on the rt box, and see if you can capture RT sending mail to them. Either you'll be able to, in which case there's not much you can do to fix it, or there'll be some more serious problem with your rt setup. seph From chuff at esportz.com Thu Feb 6 02:02:19 2003 From: chuff at esportz.com (Chris Huff) Date: Wed, 5 Feb 2003 23:02:19 -0800 Subject: [rt-users] Which Linux to Use Message-ID: red hat 7.2 works fine too > I am going to revert to an older version of Redhat but wanted to get some > opinions > on what version people have installed on and have had good luck. I don't > mind recompiling > some things but I would prefer to not have to compile everything. 7.3 and 6.2 work fine, after getting some perl modules from CPAN. _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 pongco at infophil.com Thu Feb 6 06:25:09 2003 From: pongco at infophil.com (Rene L. Pongco Jr.) Date: Thu, 06 Feb 2003 19:25:09 +0800 Subject: # Subject: [rt-users] Problems getting past Msql-Mysql-modules Message-ID: <3E424615.2000403@infophil.com> you need to install the mysql-devel files, get it here: http://www.mysql.com/downloads/mysql-3.23.html make sure you install the "libraries and header files" -- Rule 109 ? Dignity and an empty sack is worth the sack. From hashmi at dkrz.de Fri Feb 7 03:32:32 2003 From: hashmi at dkrz.de (Syed Salmanul Haq Hashmi) Date: Fri, 07 Feb 2003 09:32:32 +0100 Subject: [rt-users] rt::handle Message-ID: <3E436F20.153F5F1A@dkrz.de> I have one problem in the installation of RT . In the end of the installation it says that Can't locate object method "new" via package "RT::Handle " please let me know any suggestion from your side. which could help me in the installation . I reinstall the DBIx and DBD module hashmi From jesse at bestpractical.com Fri Feb 7 15:35:58 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 7 Feb 2003 15:35:58 -0500 Subject: [rt-users] ADMIN: Flood of held mail Message-ID: <20030207203558.GW19555@pallas.fsck.com> Sorry about the heavy flood. I just cleaned out the spamtraps that had been accumulating mail for the past 3 or 4 months. You should have seen the 1000 messages I _didn't_ send out ;) -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jgedeon at qualcomm.com Fri Feb 7 16:36:27 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Fri, 07 Feb 2003 13:36:27 -0800 Subject: [rt-users] Mail list is messed up??? Message-ID: <5.1.0.14.2.20030207133532.00b05128@mail1.qualcomm.com> I am suddenly getting emails from the rt-users mail list that I have already received months ago? what's going on? -- <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From secabeen at pobox.com Fri Feb 7 16:47:09 2003 From: secabeen at pobox.com (Ted Cabeen) Date: Fri, 07 Feb 2003 13:47:09 -0800 Subject: [rt-users] Timezone Help Needed In-Reply-To: References: Message-ID: <20030207214709.6E6F7258@gray.impulse.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Content-Type: text/plain; charset=us-ascii In message , Greg Elisara writes: >I'm getting weird timestamps in rt2 (running on Linux RH8). I'm in Auckland, >New Zealand (GMT +12). I have set the timezone setting in config.pm to >'NZDT', which I believe linux understands (at least "date" returns in NZDT, >eg Tue Nov 26 09:43:12 NZDT 2002) but in RT the timestamp seems to be for >GMT. That almost definitely won't work, as the Timezone setting needs more information than NZDT. For Auckland, the RH8 setting should probably be "Pacific/Auckland". If that doesn't work, look for a directory on your system called zoneinfo. Find the file under that directory that is correct for your location, and put the path relative to the zoneinfo directory in config.pm. I suggest Pacific/Auckland because on my machine there is a file /usr/share/zoneinfo/Pacific/Auckland that contains the timezone settings for Auckland, NZ. Good luck! - -- Ted Cabeen http://www.pobox.com/~secabeen ted at impulse.net Check Website or Keyserver for PGP/GPG Key BA0349D2 secabeen at pobox.com "I have taken all knowledge to be my province." -F. Bacon secabeen at cabeen.org "Human kind cannot bear very much reality."-T.S.Eliot cabeen at netcom.com -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.1 (FreeBSD) Comment: Exmh version 2.5 07/13/2001 iD8DBQE+RCldoayJfLoDSdIRAtjPAKCeAmqhF4iss2iDdm6CcqgCi8pgsgCfWKo3 V8DjwsXaUrrX2OXE+ERs9ZY= =Zf0k -----END PGP SIGNATURE----- From dshivak at metabolex.com Fri Feb 7 18:00:30 2003 From: dshivak at metabolex.com (David Shivak) Date: Fri, 7 Feb 2003 15:00:30 -0800 Subject: [rt-users] External authentication for both unix and windows accounts, RT setup Message-ID: <8C2C20D6F4717A43A6693EEC563A4C4E4B177F@exchange.metabolex.com> Just posting in case this is helpful for other authentication neophytes. I wanted to enable external authentication for http using PAM with support for both Windows and unix account authentication. In my case, this is what worked: In /etc/config.pm, changed $WebExternalAuth to 1 (true). Alias /tracker /usr/local/apache/rt/WebRT/html PerlRequire /usr/local/apache/rt/bin/webmux.pl AuthPAM_Enabled on AuthType Basic AuthName "RequestTracker" require valid-user SetHandler perl-script PerlHandler RT::Mason Authentication worked, but I got multiple requests for passwords from the graphics and css loads. I needed to get rid of authentication for the NoAuth directory. The following worked: Satisfy Any Allow from all pam.conf entries are as follows (Solaris 8): httpd auth sufficient /usr/lib/security/$ISA/pam_unix.so httpd auth sufficient /usr/lib/security/$ISA/pam_smb_auth.so try_first_pass httpd account sufficient /usr/lib/security/$ISA/pam_permit.so.1 Dave S. -------------- next part -------------- An HTML attachment was scrubbed... URL: From news-misc at ada.dhs.org Fri Feb 7 21:56:17 2003 From: news-misc at ada.dhs.org (Ambrose LI via forwarder) Date: Sat, 8 Feb 2003 02:56:17 GMT Subject: [rt-users] Re: Re: speedycgi References: <1044520009.4413.73.camel@localhost.localdomain> <20030207034337.GF483@luggage.internal.moreton.com.au> Message-ID: In article <20030207034337.GF483 at luggage.internal.moreton.com.au>, Phil Homewood wrote: >Ambrose LI via forwarder wrote: >> 1. You can tune SpeedyCGI for max number of scripts, max times >> each script can run, etc; you can't do this with FastCGI. > >FastCgiServer /path/to/foo -processes 6 > >> 2. When the web server exits/dies/crashes, FastCGI processes >> stay in memory, but won't be reused by the web server when it >> is restarted. I.e., if your web server dies a few times, you >> can have dozens of "zombie" FastCGI processes filling up your >> memory. > >Oh? Never happened here... Oh... my web server has sub-par FastCGI support then 8-) (Well, I know it, but didn't know it is that bad.) Well, then forget about my comments if you use Apache... -- Ambrose LI Cheuk-Wing From jalexand at blue.weeg.uiowa.edu Sun Feb 9 09:31:17 2003 From: jalexand at blue.weeg.uiowa.edu (Jason Alexander) Date: Sun, 9 Feb 2003 08:31:17 -0600 Subject: [rt-users] Apache::Cookie Problem Message-ID: <3E4D8E97@itsnt5.its.uiowa.edu> Hello all, I can't seem to get Apache::Cookie to work. It seems to make ok because I get a make ok message. I can't seem to figure out what is wrong. I am geting the 403 Forbidden but I don't know why. What should I be looking at. It's making it's own httpd.conf. Sorry for the book but can anyone help me. Thanks Jason For testing purposes, please give the full path to an httpd with mod_perl enabled. The path defaults to $ENV{APACHE}, if present. [/usr/lib/httpd/httpd] ('!' to skip): /usr/sbin/apache /usr/sbin/apache not found [/usr/lib/httpd/httpd] ('!' to skip): /usr/sbin/httpd Search existing config file for dynamic module dependencies? [y]: Config file [/etc/httpd/conf/httpd.conf]: Adding the following dynamic config lines: LoadModule vhost_alias_module /etc/httpd/modules/mod_vhost_alias.so LoadModule bandwidth_module /etc/httpd/modules/mod_bandwidth.so LoadModule throttle_module /etc/httpd/modules/mod_throttle.so LoadModule env_module /etc/httpd/modules/mod_env.so LoadModule config_log_module /etc/httpd/modules/mod_log_config.so LoadModule agent_log_module /etc/httpd/modules/mod_log_agent.so LoadModule referer_log_module /etc/httpd/modules/mod_log_referer.so LoadModule mime_module /etc/httpd/modules/mod_mime.so LoadModule negotiation_module /etc/httpd/modules/mod_negotiation.so LoadModule status_module /etc/httpd/modules/mod_status.so LoadModule info_module /etc/httpd/modules/mod_info.so LoadModule includes_module /etc/httpd/modules/mod_include.so LoadModule autoindex_module /etc/httpd/modules/mod_autoindex.so LoadModule dir_module /etc/httpd/modules/mod_dir.so LoadModule cgi_module /etc/httpd/modules/mod_cgi.so LoadModule asis_module /etc/httpd/modules/mod_asis.so LoadModule imap_module /etc/httpd/modules/mod_imap.so LoadModule action_module /etc/httpd/modules/mod_actions.so LoadModule userdir_module /etc/httpd/modules/mod_userdir.so LoadModule alias_module /etc/httpd/modules/mod_alias.so LoadModule rewrite_module /etc/httpd/modules/mod_rewrite.so LoadModule access_module /etc/httpd/modules/mod_access.so LoadModule auth_module /etc/httpd/modules/mod_auth.so LoadModule anon_auth_module /etc/httpd/modules/mod_auth_anon.so LoadModule db_auth_module /etc/httpd/modules/mod_auth_db.so LoadModule expires_module /etc/httpd/modules/mod_expires.so LoadModule headers_module /etc/httpd/modules/mod_headers.so LoadModule setenvif_module /etc/httpd/modules/mod_setenvif.so LoadModule perl_module /etc/httpd/modules/libperl.so LoadModule php4_module /etc/httpd/modules/libphp4.so LoadModule dav_module /etc/httpd/modules/libdav.so LoadModule ssl_module /etc/httpd/modules/libssl.so AddModule mod_vhost_alias.c AddModule mod_bandwidth.c AddModule mod_throttle.c AddModule mod_env.c AddModule mod_log_config.c AddModule mod_log_agent.c AddModule mod_log_referer.c AddModule mod_mime.c AddModule mod_negotiation.c AddModule mod_status.c AddModule mod_info.c AddModule mod_include.c AddModule mod_autoindex.c AddModule mod_dir.c AddModule mod_cgi.c AddModule mod_asis.c AddModule mod_imap.c AddModule mod_actions.c AddModule mod_userdir.c AddModule mod_alias.c AddModule mod_rewrite.c AddModule mod_access.c AddModule mod_auth.c AddModule mod_auth_anon.c AddModule mod_auth_db.c AddModule mod_expires.c AddModule mod_headers.c AddModule mod_so.c AddModule mod_setenvif.c AddModule mod_perl.c AddModule mod_php4.c AddModule mod_dav.c AddModule mod_ssl.c User to run tests under [nobody]: apache Group to run tests under [nobody]: apache Port to run tests under [8228]: Checking if your kit is complete... Looks good Writing Makefile for libapreq mkdir ../blib mkdir ../blib/arch mkdir ../blib/arch/auto mkdir ../blib/arch/auto/libapreq Warning: -L../blib/arch/auto/libapreq changed to -L/root/.cpan/build/libapreq-1.1/Request/../blib/arch/auto/libapreq Writing Makefile for Apache::Request Warning: -L../blib/arch/auto/libapreq changed to -L/root/.cpan/build/libapreq-1.1/Cookie/../blib/arch/auto/libapreq Writing Makefile for Apache::Cookie Writing Makefile for libapreq cp libapreq.pod blib/lib/libapreq.pod cp lib/Apache/libapreq.pm blib/lib/Apache/libapreq.pm make[1]: Entering directory `/root/.cpan/build/libapreq-1.1/c' gcc -c -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include/modules/perl -I/usr/include/apache -I/usr/include/apache -fno-strict-aliasing -I/usr/local/include -O2 -march=i386 -mcpu=i686 -DVERSION=\"0.10\" -DXS_VERSION=\"0.10\" -fPIC -I/usr/lib/perl5/5.6.1/i386-linux/CORE apache_request.c gcc -c -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include/modules/perl -I/usr/include/apache -I/usr/include/apache -fno-strict-aliasing -I/usr/local/include -O2 -march=i386 -mcpu=i686 -DVERSION=\"0.10\" -DXS_VERSION=\"0.10\" -fPIC -I/usr/lib/perl5/5.6.1/i386-linux/CORE apache_cookie.c gcc -c -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include/modules/perl -I/usr/include/apache -I/usr/include/apache -fno-strict-aliasing -I/usr/local/include -O2 -march=i386 -mcpu=i686 -DVERSION=\"0.10\" -DXS_VERSION=\"0.10\" -fPIC -I/usr/lib/perl5/5.6.1/i386-linux/CORE apache_multipart_buffer.c rm -rf ../blib/arch/auto/libapreq/libapreq.a /usr/bin/ar cr ../blib/arch/auto/libapreq/libapreq.a apache_request.o apache_cookie.o apache_multipart_buffer.o && : ./blib/arch/auto/libapreq/libapreq.a chmod 755 ../blib/arch/auto/libapreq/libapreq.a cp apache_cookie.h ../blib/arch/auto/libapreq/include/apache_cookie.h cp apache_multipart_buffer.h ./blib/arch/auto/libapreq/include/apache_multipart_buffer.h cp apache_request.h ../blib/arch/auto/libapreq/include/apache_request.h make[1]: Leaving directory `/root/.cpan/build/libapreq-1.1/c' make[1]: Entering directory `/root/.cpan/build/libapreq-1.1/Request' cp Request.pm ../blib/lib/Apache/Request.pm /usr/bin/perl -I/usr/lib/perl5/5.6.1/i386-linux -I/usr/lib/perl5/5.6.1 /usr/lib/perl5/5.6.1/ExtUtils/xsubpp -typemap /usr/lib/perl5/5.6.1/ExtUtils/typemap -typemap /usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/typemap Request.xs > Request.xsc && mv Request.xsc Request.c gcc -c -I../c -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include/modules/perl -I/usr/include/apache -I/usr/include/apache -fno-strict-aliasing -I/usr/local/include -O2 -march=i386 -mcpu=i686 -DVERSION=\"1.1\" -DXS_VERSION=\"1.1\" -fPIC -I/usr/lib/perl5/5.6.1/i386-linux/CORE Request.c Running Mkbootstrap for Apache::Request () chmod 644 Request.bs rm -f ../blib/arch/auto/Apache/Request/Request.so LD_RUN_PATH="/root/.cpan/build/libapreq-1.1/Request/../blib/arch/auto/libapreq " gcc -shared -L/usr/local/lib Request.o -o ./blib/arch/auto/Apache/Request/Request.so -L/root/.cpan/build/libapreq-1.1/Request/../blib/arch/auto/libapreq -lapreq chmod 755 ../blib/arch/auto/Apache/Request/Request.so cp Request.bs ../blib/arch/auto/Apache/Request/Request.bs chmod 644 ../blib/arch/auto/Apache/Request/Request.bs Manifying ../blib/man3/Apache::Request.3pm make[1]: Leaving directory `/root/.cpan/build/libapreq-1.1/Request' make[1]: Entering directory `/root/.cpan/build/libapreq-1.1/Cookie' cp Cookie.pm ../blib/lib/Apache/Cookie.pm /usr/bin/perl -I/usr/lib/perl5/5.6.1/i386-linux -I/usr/lib/perl5/5.6.1 /usr/lib/perl5/5.6.1/ExtUtils/xsubpp -typemap /usr/lib/perl5/5.6.1/ExtUtils/typemap -typemap /usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/typemap Cookie.xs > Cookie.xsc && mv Cookie.xsc Cookie.c gcc -c -I../c -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include/modules/perl -I/usr/include/apache -I/usr/include/apache -fno-strict-aliasing -I/usr/local/include -O2 -march=i386 -mcpu=i686 -DVERSION=\"1.1\" -DXS_VERSION=\"1.1\" -fPIC -I/usr/lib/perl5/5.6.1/i386-linux/CORE Cookie.c Running Mkbootstrap for Apache::Cookie () chmod 644 Cookie.bs rm -f ../blib/arch/auto/Apache/Cookie/Cookie.so LD_RUN_PATH="/root/.cpan/build/libapreq-1.1/Cookie/../blib/arch/auto/libapreq" gcc -shared -L/usr/local/lib Cookie.o -o ./blib/arch/auto/Apache/Cookie/Cookie.so -L/root/.cpan/build/libapreq-1.1/Cookie/../blib/arch/auto/libapreq -lapreq chmod 755 ../blib/arch/auto/Apache/Cookie/Cookie.so cp Cookie.bs ../blib/arch/auto/Apache/Cookie/Cookie.bs chmod 644 ../blib/arch/auto/Apache/Cookie/Cookie.bs Manifying ../blib/man3/Apache::Cookie.3pm make[1]: Leaving directory `/root/.cpan/build/libapreq-1.1/Cookie' Manifying blib/man3/libapreq.3pm Manifying blib/man3/Apache::libapreq.3pm /usr/bin/make -- OK Running make test PERL_DL_NONLAZY=1 PORT=8228 /usr/bin/perl -Iblib/arch -Iblib/lib -I/usr/lib/perl5/5.6.1/i386-linux -I/usr/lib/perl5/5.6.1 -e 'use Test::Harness qw(&runtests $verbose); $verbose=2; runtests @ARGV;' t/*.t t/cookie..... 403 Forbidden

Forbidden

You don't have permission to access /request-cookie.pl on this server.

skipped all skipped: no reason given t/inherit....1..1 HTTP/1.1 403 Forbidden Connection: close Date: Sun, 09 Feb 2003 05:43:30 GMT Server: Apache/1.3.27 (Unix) (Red-Hat/Linux) mod_ssl/2.8.12 OpenSSL/0.9.6b DAV/1.0.3 PHP/4.1.2 mod_perl/1.26 mod_throttle/3.1.2 Content-Type: text/html; charset=iso-8859-1 Client-Date: Sun, 09 Feb 2003 05:43:30 GMT Client-Response-Num: 1 Client-Transfer-Encoding: chunked Title: 403 Forbidden 403 Forbidden

Forbidden

You don't have permission to access /request-inherit.pl on this server.

not ok 1 HTTP/1.1 403 Forbidden Connection: close Date: Sun, 09 Feb 2003 05:43:30 GMT Server: Apache/1.3.27 (Unix) (Red-Hat/Linux) mod_ssl/2.8.12 OpenSSL/0.9.6b DAV/1.0.3 PHP/4.1.2 mod_perl/1.26 mod_throttle/3.1.2 Content-Type: text/html; charset=iso-8859-1 Client-Date: Sun, 09 Feb 2003 05:43:30 GMT Client-Response-Num: 1 Client-Transfer-Encoding: chunked Title: 403 Forbidden 403 Forbidden

Forbidden

You don't have permission to access /request-inherit.pl on this server.

FAILED test 1 Failed 1/1 tests, 0.00% okay t/request....1..10 HTTP/1.1 403 Forbidden Connection: close Date: Sun, 09 Feb 2003 05:43:30 GMT Server: Apache/1.3.27 (Unix) (Red-Hat/Linux) mod_ssl/2.8.12 OpenSSL/0.9.6b DAV/1.0.3 PHP/4.1.2 mod_perl/1.26 mod_throttle/3.1.2 Content-Type: text/html; charset=iso-8859-1 Client-Date: Sun, 09 Feb 2003 05:43:30 GMT Client-Response-Num: 1 Client-Transfer-Encoding: chunked Title: 403 Forbidden 403 Forbidden

Forbidden

You don't have permission to access /request-param.pl on this server.

not ok 1 HTTP/1.1 403 Forbidden Connection: close Date: Sun, 09 Feb 2003 05:43:30 GMT Server: Apache/1.3.27 (Unix) (Red-Hat/Linux) mod_ssl/2.8.12 OpenSSL/0.9.6b DAV/1.0.3 PHP/4.1.2 mod_perl/1.26 mod_throttle/3.1.2 Content-Type: text/html; charset=iso-8859-1 Client-Date: Sun, 09 Feb 2003 05:43:30 GMT Client-Response-Num: 1 Client-Transfer-Encoding: chunked Title: 403 Forbidden 403 Forbidden

Forbidden

You don't have permission to access /request-param.pl on this server.

HTTP/1.1 403 Forbidden Connection: close Date: Sun, 09 Feb 2003 05:43:30 GMT Server: Apache/1.3.27 (Unix) (Red-Hat/Linux) mod_ssl/2.8.12 OpenSSL/0.9.6b DAV/1.0.3 PHP/4.1.2 mod_perl/1.26 mod_throttle/3.1.2 Content-Type: text/html; charset=iso-8859-1 Client-Date: Sun, 09 Feb 2003 05:43:30 GMT Client-Response-Num: 1 Client-Transfer-Encoding: chunked Title: 403 Forbidden 403 Forbidden

Forbidden

You don't have permission to access /request-param.pl on this server.

not ok 2 HTTP/1.1 403 Forbidden Connection: close Date: Sun, 09 Feb 2003 05:43:30 GMT Server: Apache/1.3.27 (Unix) (Red-Hat/Linux) mod_ssl/2.8.12 OpenSSL/0.9.6b DAV/1.0.3 PHP/4.1.2 mod_perl/1.26 mod_throttle/3.1.2 Content-Type: text/html; charset=iso-8859-1 Client-Date: Sun, 09 Feb 2003 05:43:30 GMT Client-Response-Num: 1 Client-Transfer-Encoding: chunked Title: 403 Forbidden 403 Forbidden

Forbidden

You don't have permission to access /request-param.pl on this server.

HTTP/1.1 403 Forbidden Connection: close Date: Sun, 09 Feb 2003 05:43:30 GMT Server: Apache/1.3.27 (Unix) (Red-Hat/Linux) mod_ssl/2.8.12 OpenSSL/0.9.6b DAV/1.0.3 PHP/4.1.2 mod_perl/1.26 mod_throttle/3.1.2 Content-Type: text/html; charset=iso-8859-1 Client-Date: Sun, 09 Feb 2003 05:43:30 GMT Client-Response-Num: 1 Client-Transfer-Encoding: chunked Title: 403 Forbidden 403 Forbidden

Forbidden

You don't have permission to access /request-upload.pl on this server.

not ok 3 /usr/lib/perl5/5.6.1/pod/perlfunc.pod should have 5885 lines (request-upload.pl says: ) not ok 4 HTTP/1.1 403 Forbidden Connection: close Date: Sun, 09 Feb 2003 05:43:30 GMT Server: Apache/1.3.27 (Unix) (Red-Hat/Linux) mod_ssl/2.8.12 OpenSSL/0.9.6b DAV/1.0.3 PHP/4.1.2 mod_perl/1.26 mod_throttle/3.1.2 Content-Type: text/html; charset=iso-8859-1 Client-Date: Sun, 09 Feb 2003 05:43:30 GMT Client-Response-Num: 1 Client-Transfer-Encoding: chunked Title: 403 Forbidden 403 Forbidden

Forbidden

You don't have permission to access /request-upload.pl on this server.

not ok 5 /usr/lib/perl5/5.6.1/pod/perlpod.pod should have 318 lines (request-upload.pl says: ) not ok 6 HTTP/1.1 403 Forbidden Connection: close Date: Sun, 09 Feb 2003 05:43:30 GMT Server: Apache/1.3.27 (Unix) (Red-Hat/Linux) mod_ssl/2.8.12 OpenSSL/0.9.6b DAV/1.0.3 PHP/4.1.2 mod_perl/1.26 mod_throttle/3.1.2 Content-Type: text/html; charset=iso-8859-1 Client-Date: Sun, 09 Feb 2003 05:43:30 GMT Client-Response-Num: 1 Client-Transfer-Encoding: chunked Title: 403 Forbidden 403 Forbidden

Forbidden

You don't have permission to access /request-upload.pl on this server.

not ok 7 /usr/lib/perl5/5.6.1/pod/perlxs.pod should have 1780 lines (request-upload.pl says: ) not ok 8 HTTP/1.1 403 Forbidden Connection: close Date: Sun, 09 Feb 2003 05:43:30 GMT Server: Apache/1.3.27 (Unix) (Red-Hat/Linux) mod_ssl/2.8.12 OpenSSL/0.9.6b DAV/1.0.3 PHP/4.1.2 mod_perl/1.26 mod_throttle/3.1.2 Content-Type: text/html; charset=iso-8859-1 Client-Date: Sun, 09 Feb 2003 05:43:30 GMT Client-Response-Num: 1 Client-Transfer-Encoding: chunked Title: 403 Forbidden 403 Forbidden

Forbidden

You don't have permission to access /request-upload.pl on this server.

not ok 9 t/request.t should have 116 lines (request-upload.pl says: ) not ok 10 FAILED tests 1-10 Failed 10/10 tests, 0.00% okay Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------------ - t/inherit.t 1 1 100.00% 1 t/request.t 10 10 100.00% 1-10 1 test skipped. Failed 2/3 test scripts, 33.33% okay. 11/11 subtests failed, 0.00% okay. make: *** [run_tests] Error 11 [root at itsecurity1 libapreq-1.1]# *********************************************** Jason Alexander Senior Security Analyst CIO Office, The University of Iowa 300-28 University Services Building jason-alexander at uiowa.edu / 319-335-6174 *********************************************** From tgriffin at ocic.k12.ok.us Fri Feb 7 16:01:11 2003 From: tgriffin at ocic.k12.ok.us (Tony Griffin) Date: Fri, 07 Feb 2003 15:01:11 -0600 Subject: [rt-users] OS X newbie install - web ui not appearing Message-ID: Everything seems to go fine until the end of the make install on an OS X Server. And, of course, I see plain text from the index.html in my web browser at this point. Where do I go from here? Thanks, -Tony Griffin <<<----- ERRORS BELOW ----->>> Congratulations. RT has been upgraded. You should now check-over /usr/local/rt2/etc/config.pm for any necessary site customization. Additionally, you should update RT's system database objects by running /usr/local/rt2/etc/insertdata where is the version of RT you're upgrading from. /usr/bin/perl -I//usr/local/rt2/etc -I//usr/local/rt2/lib //usr/local/rt2/etc/insertdata Subroutine IsRTAddress redefined at /usr/local/rt2/etc///config.pm line 123. Subroutine CanonicalizeAddress redefined at /usr/local/rt2/etc///config.pm line 137. Subroutine LookupExternalUserInfo redefined at /usr/local/rt2/etc///config.pm line 190. Global symbol "%Config" requires explicit package name at /System/Library/Perl/darwin/Errno.pm line 11. Global symbol "%Config" requires explicit package name at /System/Library/Perl/darwin/Errno.pm line 11. Global symbol "%Config" requires explicit package name at /System/Library/Perl/darwin/Errno.pm line 13. Global symbol "%Config" requires explicit package name at /System/Library/Perl/darwin/Errno.pm line 13. BEGIN not safe after errors--compilation aborted at /System/Library/Perl/darwin/Errno.pm line 147. Compilation failed in require at /Library/Perl/File/Temp.pm line 127. BEGIN failed--compilation aborted at /Library/Perl/File/Temp.pm line 127. Compilation failed in require at /usr/local/rt2/lib///RT/Interface/CLI.pm line 164. BEGIN failed--compilation aborted at /usr/local/rt2/lib///RT/Interface/CLI.pm line 164. Compilation failed in require at //usr/local/rt2/etc/insertdata line 89. BEGIN failed--compilation aborted at //usr/local/rt2/etc/insertdata line 90. make: *** [insert] Error 255 [Xserve:/tmp/rt] root# -------------- next part -------------- An HTML attachment was scrubbed... URL: From pdh at bestpractical.com Mon Feb 10 02:36:59 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Mon, 10 Feb 2003 17:36:59 +1000 Subject: [rt-users] rt::handle In-Reply-To: <3E436F20.153F5F1A@dkrz.de> References: <3E436F20.153F5F1A@dkrz.de> Message-ID: <20030210073659.GI474@luggage.internal.moreton.com.au> Syed Salmanul Haq Hashmi wrote: > Can't locate object method "new" via package "RT::Handle " See http://www.fsck.com/rtfm/article.html?id=231#231 for a likely cause. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Mon Feb 10 02:37:03 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Mon, 10 Feb 2003 17:37:03 +1000 Subject: [rt-users] bin/initacls.mysql: Command not found In-Reply-To: References: Message-ID: <20030210073703.GJ474@luggage.internal.moreton.com.au> Wagner Frank wrote: > make: bin/initacls.mysql: Command not found Is bin/initacls.mysql executable? Does the first line look like #!/bin/sh ? Does /bin/sh exist and is it executable? (One would certainly hope so....) You haven't extracted the source into a filesystem that's somehow prevented from running executables ("noexec" flag or similar) ? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Mon Feb 10 03:04:26 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Mon, 10 Feb 2003 18:04:26 +1000 Subject: [rt-users] Email not going out In-Reply-To: <1044636786.19351.6.camel@mattsworkstation> References: <1044636786.19351.6.camel@mattsworkstation> Message-ID: <20030210080426.GL474@luggage.internal.moreton.com.au> Matt Simonsen wrote: > I am using Qmail-1.03, Apache 1.3.27, fastcgi, and RT-3.0.0 (the new > beta). I'm not sure whether this should be on devel@ or users@ so I > thought I'd start here. As good as anywhere at the moment. :-) > First, I haven't been able to find any logging, this was my first hope > of solving my problem. $rtdir/var/logs is empty. All functionality other > than email seems to be perfect. You probably want to tweak $LogToFile in RT_Config.pm. > When I create a new ticket no email goes out, despite the fact I created > a global scrip to "notify requestors and Ccs" on create. Perhaps I did > this wrong, basically I just went into the global section and created a > new scrip. Could this be another case of http://www.fsck.com/rtfm/article.html?id=5#73 ? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Mon Feb 10 03:04:39 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Mon, 10 Feb 2003 18:04:39 +1000 Subject: [rt-users] Subject Lines On Tickets In-Reply-To: <8DB6AE0C-0D46-11D7-A419-00039384A830@byramhealthcare.com> References: <8DB6AE0C-0D46-11D7-A419-00039384A830@byramhealthcare.com> Message-ID: <20030210080438.GN474@luggage.internal.moreton.com.au> Derek J. Balling wrote: > Is there any way to get RT to bounce as "bad" any ticket missing a > subject line when it gets it via e-mail? I guess it's possible, but I'd be more inclined to do so from procmail or similar, before RT gets hold of it. :0 * !^Subject: | do-something-bouncy-here -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Mon Feb 10 03:05:59 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Mon, 10 Feb 2003 18:05:59 +1000 Subject: [rt-users] How to use a requestor with no e-mail address In-Reply-To: <20030203231105.GI472@luggage.internal.moreton.com.au> References: <3E3E9F99.7040202@okra.org> <20030203231105.GI472@luggage.internal.moreton.com.au> Message-ID: <20030210080559.GO474@luggage.internal.moreton.com.au> A week ago, Phil Homewood wrote: > Dan Fulbright wrote: > > How can I create a ticket with a requestor that has no e-mail address? I > > have created an RT user ("joe") with no e-mail address. I create a > > ticket and try to use "joe" as the requestor, but I get an error: "Could > > not create watcher for requestor." It seems that the Requestor field > > always requires an e-mail address. Shouldn't that field allow a > > username, also? > > Yes, it should. See if the patch at > > http://fsck.com/rt2/Ticket/Display.html?id=1998&user=guest&pass=guest > > helps. but it won't, because that's the wrong patch. The one at http://rt3.fsck.com/Ticket/Display.html?id=1988&user=guest&pass=guest might work better. :-) -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Mon Feb 10 03:06:25 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Mon, 10 Feb 2003 18:06:25 +1000 Subject: [rt-users] due date for queue In-Reply-To: <1038473885.13813.76.camel@neo.sophia.dms.at> References: <1038473885.13813.76.camel@neo.sophia.dms.at> Message-ID: <20030210080625.GP474@luggage.internal.moreton.com.au> Laurent Vaills wrote: > I created a new queue and filled in the field "Requests should be due > in:" with the value 1 . > So I expected when a ticket was created in this queue that the due date > will be automatically set to "today + 1 day" but in fact not. That's because there's a bug in the handling of that option. There's a patch at http://rt3.fsck.com/Ticket/Display.html?id=1998&user=guest&pass=guest which might help. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Mon Feb 10 03:06:33 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Mon, 10 Feb 2003 18:06:33 +1000 Subject: [rt-users] Installation help In-Reply-To: <20021218164649.27010.qmail@web40109.mail.yahoo.com> References: <20021218164649.27010.qmail@web40109.mail.yahoo.com> Message-ID: <20030210080633.GQ474@luggage.internal.moreton.com.au> Colin B wrote: > When running "make install" i get the following > error...anyone help me out with this? > > Substitution replacement not terminated at -e line 1. http://www.fsck.com/rtfm/article.html?id=5#232 it's a bug, but it's easy enough to avoid. ;-) -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Mon Feb 10 03:06:44 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Mon, 10 Feb 2003 18:06:44 +1000 Subject: [rt-users] Hiding keywords/Making transparent to Non-Privileged users In-Reply-To: <704484CEBAB28643B5B51934137784AD75CFF9@fizz.audiumcorp.com> References: <704484CEBAB28643B5B51934137784AD75CFF9@fizz.audiumcorp.com> Message-ID: <20030210080644.GR474@luggage.internal.moreton.com.au> Tom Stephenson wrote: > My org. wants keywords to be treated like comments -- all keyword > content should only viewable by privaleged users. > > In any case, I'm not quite sure which file has the logic for > Display.html or Modify.html (the screen where you add keywords) to make > these changes in. Can someone point me in the right direction or > suggest an alternate method? I'd probably start by looking at the 'Keyword' code in lib/RT/Transaction::BriefDescription(), and guarding it by a check on $self->CurrentUserHasRight('ShowTicketComments') or similar; the "correct" way would be to add another right (ShowKeywords?) to the ACE system, and use that right. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Mon Feb 10 03:07:12 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Mon, 10 Feb 2003 18:07:12 +1000 Subject: [rt-users] No reply mail for the ticker requestor In-Reply-To: <200301201907.18665.erik.wasser@iquer.net> References: <200301201907.18665.erik.wasser@iquer.net> Message-ID: <20030210080712.GT474@luggage.internal.moreton.com.au> Erik Wasser wrote: > I got a problem with a newly installed rt-2.0.15. If somebody (ticket > owner) responds to a ticket, there is no reply message for the > requestor. The auto response for a new ticket is working fine. > > I've checked the following things: > > [x] I used to different person/e-mail adresses. > [x] /var/log/maillog shows no(!) sign of an outgoing mail. [ ] You have a suitable OnCorrespond scrip to send such email -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Mon Feb 10 03:13:00 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Mon, 10 Feb 2003 18:13:00 +1000 Subject: [rt-devel] Re: [rt-users] RT3/Apache2/Mod_Perl2 In-Reply-To: <003301c29a32$6ec8f060$8850a4cf@CPQ12353234267> References: <024c01c2957a$ee3ba430$8850a4cf@derek> <20021127194305.GA34647@not.autrijus.org> <20021129075332.GA6706@not.autrijus.org> <003301c29a32$6ec8f060$8850a4cf@CPQ12353234267> Message-ID: <20030210081300.GU474@luggage.internal.moreton.com.au> Derek Buttineau wrote: > # PerlFreshRestart On # only for Apache/mod_perl 1.x > PerlModule Apache2 Apache::compat # only for Apache/mod_perl 2.x > > I get this error when I attempt to start Apache: > > [Mon Dec 02 13:39:00 2002] [error] Null filename used at (eval 3) line 2. > > [Mon Dec 02 13:39:00 2002] [error] Can't load Perl module # for server > rt2.csolve.net:0, exiting... Delete the "# only for Apache/mod_perl 2.x" bit. Apache doesn't like comments on the same line as data, from memory... -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From scott.hardin at usa.net Fri Feb 7 05:30:26 2003 From: scott.hardin at usa.net (Scott Hardin) Date: Fri, 07 Feb 2003 11:30:26 +0100 Subject: [rt-users] RT Getting Started Guide Message-ID: <3E438AC2.7030007@usa.net> At the request of a customer, I created a 'Getting Started' guide for the customer's RT system that walks the new user through the process of creating and working with a ticket. It is used in a two-hour training session for system operators that may therwise be overwhelmed by the full user guide available at fsck.com. The XML file is in DocBook format, with variables at the top for specifying local server and queue names at the beginning of the document making it easy to customize for a particular site. The customer has authorized me to 'give something back to the community' in my name. The XML file with an example PDF generated for those that don't have immediate access to the DocBook tools is available at http://www.hnsc.de/rt.html for those interested. Of course, feedback is welcome... Scott -- Scott Hardin Hard 'n Software Consulting GmbH From hwagener at hamburg.fcb.com Mon Feb 10 06:16:49 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Mon, 10 Feb 2003 12:16:49 +0100 Subject: [rt-users] Systems errors in new install In-Reply-To: <000001c29cc2$6816ac20$7300a8c0@poseiden> Message-ID: <25F7ACD6-3CE9-11D7-B220-003065DC18B8@hamburg.fcb.com> Am Freitag, 06.12.02 um 01:57 Uhr schrieb Chris Mason: > I just installed RT and although everything seems to work, I get system > errors every few actions I do: > Redhat 7.2/apache > > > System error > error: Bizarre copy of HASH in aassign at > /usr/lib/perl5/site_perl/5.6.0/Devel/StackTrace.pm line 67. > context: This is a known error with perl 5.6.0. upgrade to perl 5.6.1 and You should be set. Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From hwagener at hamburg.fcb.com Mon Feb 10 06:19:33 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Mon, 10 Feb 2003 12:19:33 +0100 Subject: [rt-users] Error with uninitialized value In-Reply-To: Message-ID: <879097B7-3CE9-11D7-B220-003065DC18B8@hamburg.fcb.com> Am Donnerstag, 16.01.03 um 10:56 Uhr schrieb Abdul Razack S: > Hi > I am trying to install RT on SunOs...The Required Packages for RT > are Perl5.005_03, MySql DB, Apache + mod_perl installed successfully. > I ran into the following error message when doing a "make install" to > RT. > > # make install > mkdir -p //opt/rt2/bin > mkdir -p //opt/rt2/WebRT/data > mkdir -p //opt/rt2/WebRT/sess > mkdir -p //opt/rt2/etc > mkdir -p //opt/rt2/lib > mkdir -p //opt/rt2/WebRT/html > mkdir -p //opt/rt2/local/WebR > /usr/bin/perl tools/initdb 'mysql' > '/usr/local/mysql/mysql-3.23.54a-sun-solaris2.8-sparc/bin/mysql' > 'localhost' ' ' 'root' 'rt2' create The mysql password set in the Makefile is (followed by) a blank. Remove that, and installation should proceed. Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From andy at bribed.net Mon Feb 10 06:49:56 2003 From: andy at bribed.net (Andy Coates) Date: Mon, 10 Feb 2003 11:49:56 -0000 Subject: [rt-users] Last Comment/Correspondance In Resolve Ticket Message-ID: <000001c2d0fa$88df4450$876bfd50@buffy> Hey, Looking through the archives I came across this: http://lists.fsck.com/pipermail/rt-users/2002-July/009118.html It explains how to possibly get the last correspondance into the final resolve ticket. Is that still the best way of doing this? I've seen some reference to $Ticket->Transactions->Last->Content(), but this seemed to be a hit and miss (in some cases it resolves before adding the comment or something?) Anyone have any working solutions? Thanks, Andy. From baumann at zib.de Mon Feb 10 07:04:18 2003 From: baumann at zib.de (Wolfgang W. Baumann) Date: Mon, 10 Feb 2003 13:04:18 +0100 Subject: [rt-users] Re: Last Comment/Correspondance In Resolve Ticket In-Reply-To: <000001c2d0fa$88df4450$876bfd50@buffy> References: <000001c2d0fa$88df4450$876bfd50@buffy> Message-ID: <20030210120418.GA191334@avery.zib.de> Andy Coates (2003-Feb-10 11:49) wrote: > Anyone have any working solutions? see the archive at Message-ID: <20030103160230.GL68152 at avery.zib.de> Subject: Re: Resolved Autoresponse with Resolution ??? Date: Fri, 3 Jan 2003 17:02:30 +0100 works perfectly! Have A Nice Day, Wolfgang -- Wolfgang W. Baumann baumann at zib.de CFD Consultant @ ZIB & HLRN "It is impossible to sharpen a pencil with a blunt axe. It is equally vain to try to do it with twelve blunt axes instead." -- E. W. Dijkstra From andy at bribed.net Mon Feb 10 07:13:00 2003 From: andy at bribed.net (Andy Coates) Date: Mon, 10 Feb 2003 12:13:00 -0000 Subject: [rt-users] Re: Last Comment/Correspondance In Resolve Ticket In-Reply-To: <20030210120418.GA191334@avery.zib.de> Message-ID: <000001c2d0fd$c23c7300$876bfd50@buffy> > Andy Coates (2003-Feb-10 11:49) wrote: > > Anyone have any working solutions? > > see the archive at > > Message-ID: <20030103160230.GL68152 at avery.zib.de> > Subject: Re: Resolved Autoresponse with Resolution ??? > Date: Fri, 3 Jan 2003 17:02:30 +0100 > > works perfectly! Almost what I want, but that shows the entire history from what I can tell - which in our case is sometimes huge. I'm not sure I'd be confident enough to tweak that code to do my bidding, but will give it a go if there's not a simple solution. Cheers, Andy. From bruce_campbell at ripe.net Mon Feb 10 07:26:00 2003 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Mon, 10 Feb 2003 13:26:00 +0100 (CET) Subject: [rt-users] Re: Last Comment/Correspondance In Resolve Ticket In-Reply-To: <000001c2d0fd$c23c7300$876bfd50@buffy> Message-ID: On Mon, 10 Feb 2003, Andy Coates wrote: > Almost what I want, but that shows the entire history from what I can > tell - which in our case is sometimes huge. I'm not sure I'd be > confident enough to tweak that code to do my bidding, but will give it a > go if there's not a simple solution. http://lists.fsck.com/pipermail/rt-users/2002-November/010787.html Note the comments: # Have this if you only want the last one, comment out if you # want all of them. $have_last++; Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From andy at bribed.net Mon Feb 10 08:08:36 2003 From: andy at bribed.net (Andy Coates) Date: Mon, 10 Feb 2003 13:08:36 -0000 Subject: [rt-users] Re: Last Comment/Correspondance In Resolve Ticket In-Reply-To: Message-ID: <000001c2d105$85d55eb0$876bfd50@buffy> >> Almost what I want, but that shows the entire history from what I can >> tell - which in our case is sometimes huge. I'm not sure I'd be >> confident enough to tweak that code to do my bidding, but will give >> it a go if there's not a simple solution. > > http://lists.fsck.com/pipermail/rt-users/2002-November/010787.html > > Note the comments: Thanks Bruce - I took one look a the start of it and ran... After close inspection it isn't too hard to see what is happening, and I've managed to tweak it to show the last comment or correspondence as well. Much appreciated. Andy. From james at nmsonline.org Mon Feb 10 10:32:41 2003 From: james at nmsonline.org (James Orr) Date: Mon, 10 Feb 2003 10:32:41 -0500 Subject: [rt-users] index.html not loading Message-ID: <043e01c2d119$a83ddf90$3adcd50c@tjar.com> Hi, I've got RT 2.1.70 working on apache 2.0.40 with modperl2. For the most part everything is fine, except for one thing. For some reason it will not load the index.html file as the default file for any directory. It works fine if I specify it explicitly (i.e. http://rt.mydomain.com/index.html). Here's my apache configuration: ServerName rt.mydomain.com DocumentRoot /opt/rt3/share/html PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason I've tried adding DirectoryIndex index.html to the VirtualHost, but it made no difference. Incidently, index.html work fine on the other virtualhosts (none of which use Mason though). - James From jdunn at verticalscope.com Mon Feb 10 11:14:32 2003 From: jdunn at verticalscope.com (Julian C. Dunn) Date: 10 Feb 2003 11:14:32 -0500 Subject: [rt-users] problems with PostgreSQL 7.3.1 In-Reply-To: <1044466796.5147.71.camel@mal.justgohome.co.uk> References: <1044463712.15067.7.camel@jedi.office.verticalscope.com> <1044466796.5147.71.camel@mal.justgohome.co.uk> Message-ID: <1044893671.15067.52.camel@jedi.office.verticalscope.com> On Wed, 2003-02-05 at 12:39, Robie Basak wrote: > On Wed, 2003-02-05 at 16:48, Julian C. Dunn wrote: > > I noticed in the mailing list archives that many people are having > > problems with PostgreSQL 7.3.1 and RT 2.0.15. Notwithstanding the > > DBIx::SearchBuilder problems (with the 0.7x series -- downgrading to the > > 0.6x series helps solve the "Can't bind reference" errors) there are > > still difficulties with using Postgres 7.3. I think I see what the > > problem is. > > See a problem I had with DBIx::SearchBuilder: > http://fsck.com/rt2/Ticket/Display.html?id=1624 It seems the problem I'm having is different than what you were having. In WebRT's error log I see this: [Mon Feb 10 16:08:14 2003] [error] [client 209.82.14.131] FastCGI: server "/usr/ local/rt2.0.15/bin/mason_handler.fcgi" stderr: DBD::Pg::st execute failed: ERROR : pg_atoi: zero-length string at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/Sear chBuilder/Handle.pm line 365, line 47. [Mon Feb 10 16:08:14 2003] [error] [client 209.82.14.131] FastCGI: server "/usr/ local/rt2.0.15/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x8a64d38) couldn 't execute the query 'INSERT INTO Transactions (Creator, OldValue, TimeTaken, Ti cket, Data, NewValue, Field, Created, Type) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)'E RROR: pg_atoi: zero-length string I did some digging and it looks like somewhere along the line, "TimeTaken" is being set to undef (or is never defined in the first place) so the whole thing falls apart. I will try your patch, but somehow I'm not sure it will solve the problem... - Julian -- -- Julian C. Dunn, B.A.Sc. -- Senior Software Developer / UNIX Systems Administrator -- VerticalScope Inc. -- 111 Peter St., Suite 700, Toronto, ON -- Tel: (416) 341-8950 x236 Fax: (416) 341-8959 -- PGP Key: 0x4EE2041F From tgriffin at ocic.k12.ok.us Mon Feb 10 11:55:50 2003 From: tgriffin at ocic.k12.ok.us (Tony Griffin) Date: Mon, 10 Feb 2003 10:55:50 -0600 Subject: [rt-users] OS X newbie install - web ui not appearing Message-ID: Everything seems to go fine until the end of the make install on an OS X Server. And, of course, I see plain text from the index.html in my web browser at this point. Where do I go from here? Thanks, -Tony Griffin <<<----- ERRORS BELOW ----->>> Congratulations. RT has been upgraded. You should now check-over /usr/local/rt2/etc/config.pm for any necessary site customization. Additionally, you should update RT's system database objects by running /usr/local/rt2/etc/insertdata where is the version of RT you're upgrading from. /usr/bin/perl -I//usr/local/rt2/etc -I//usr/local/rt2/lib //usr/local/rt2/etc/insertdata Subroutine IsRTAddress redefined at /usr/local/rt2/etc///config.pm line 123. Subroutine CanonicalizeAddress redefined at /usr/local/rt2/etc///config.pm line 137. Subroutine LookupExternalUserInfo redefined at /usr/local/rt2/etc///config.pm line 190. Global symbol "%Config" requires explicit package name at /System/Library/Perl/darwin/Errno.pm line 11. Global symbol "%Config" requires explicit package name at /System/Library/Perl/darwin/Errno.pm line 11. Global symbol "%Config" requires explicit package name at /System/Library/Perl/darwin/Errno.pm line 13. Global symbol "%Config" requires explicit package name at /System/Library/Perl/darwin/Errno.pm line 13. BEGIN not safe after errors--compilation aborted at /System/Library/Perl/darwin/Errno.pm line 147. Compilation failed in require at /Library/Perl/File/Temp.pm line 127. BEGIN failed--compilation aborted at /Library/Perl/File/Temp.pm line 127. Compilation failed in require at /usr/local/rt2/lib///RT/Interface/CLI.pm line 164. BEGIN failed--compilation aborted at /usr/local/rt2/lib///RT/Interface/CLI.pm line 164. Compilation failed in require at //usr/local/rt2/etc/insertdata line 89. BEGIN failed--compilation aborted at //usr/local/rt2/etc/insertdata line 90. make: *** [insert] Error 255 [Xserve:/tmp/rt] root# -------------- next part -------------- An HTML attachment was scrubbed... URL: From matt_lists at careercast.com Mon Feb 10 13:22:40 2003 From: matt_lists at careercast.com (Matt Simonsen) Date: 10 Feb 2003 10:22:40 -0800 Subject: [rt-users] Email not going out In-Reply-To: <20030210080426.GL474@luggage.internal.moreton.com.au> References: <1044636786.19351.6.camel@mattsworkstation> <20030210080426.GL474@luggage.internal.moreton.com.au> Message-ID: <1044901366.31261.9.camel@mattsworkstation> On Mon, 2003-02-10 at 00:04, Phil Homewood wrote: > Matt Simonsen wrote: > > I am using Qmail-1.03, Apache 1.3.27, fastcgi, and RT-3.0.0 (the new > > beta). > > $rtdir/var/logs is empty. > > You probably want to tweak $LogToFile in RT_Config.pm. Perfect, fixed this. Thanks. > > When I create a new ticket no email goes out... > > Could this be another case of > > http://www.fsck.com/rtfm/article.html?id=5#73 I don't think so. My scrips are: On Create Notify Requestors and Ccs with template Correspondence new On Create Notify AdminCcs with template Correspondence After creating a ticket as user jennifer, with cc: matt at careercast.com and admincc: admin at careercast.com no emails are received. Here's var/log/rt.log- please point me in the correct direction if you see what my problem is. [Mon Feb 10 18:19:09 2003] [debug]: Guessed encoding: utf8 (/usr/local/rt-3.0.0b/lib/RT/I18N.pm:247) [Mon Feb 10 18:19:09 2003] [debug]: now requiring RT::Condition::AnyTransaction (/usr/local/rt-3.0.0b/lib/RT/ScripCondition_Overlay.pm:154) [Mon Feb 10 18:19:09 2003] [debug]: now requiring RT::Action::Notify (/usr/local/rt-3.0.0b/lib/RT/ScripAction_Overlay.pm:145) [Mon Feb 10 18:19:10 2003] [debug]: RT::Action::Notify=HASH(0x95bb12c): To is jennifer at careercast.com (/usr/local/rt-3.0.0b/lib/RT/Action/Notify.pm:110) [Mon Feb 10 18:19:10 2003] [debug]: RT::Action::Notify=HASH(0x95bb12c): Cc is matt at careercast.com (/usr/local/rt-3.0.0b/lib/RT/Action/Notify.pm:111) [Mon Feb 10 18:19:10 2003] [debug]: RT::Action::Notify=HASH(0x95bb12c): Bcc is (/usr/local/rt-3.0.0b/lib/RT/Action/Notify.pm:112) [Mon Feb 10 18:19:10 2003] [debug]: Does Content-Type: text/plain; charset="utf-8" match RT-Squelch-Replies-To (/usr/local/rt-3.0.0b/lib/RT/Attachment_Overlay.pm:406) [Mon Feb 10 18:19:10 2003] [debug]: Does Content-Disposition: inline match RT-Squelch-Replies-To (/usr/local/rt-3.0.0b/lib/RT/Attachment_Overlay.pm:406) [Mon Feb 10 18:19:10 2003] [debug]: Does Content-Transfer-Encoding: binary match RT-Squelch-Replies-To (/usr/local/rt-3.0.0b/lib/RT/Attachment_Overlay.pm:406) [Mon Feb 10 18:19:10 2003] [debug]: Does MIME-Version: 1.0 match RT-Squelch-Replies-To (/usr/local/rt-3.0.0b/lib/RT/Attachment_Overlay.pm:406) [Mon Feb 10 18:19:10 2003] [debug]: Does X-Mailer: MIME-tools 5.411 (Entity 5.404) match RT-Squelch-Replies-To (/usr/local/rt-3.0.0b/lib/RT/Attachment_Overlay.pm:406) [Mon Feb 10 18:19:10 2003] [debug]: Does Subject: test match RT-Squelch-Replies-To (/usr/local/rt-3.0.0b/lib/RT/Attachment_Overlay.pm:406) [Mon Feb 10 18:19:10 2003] [debug]: Does CC: matt at careercast.com match RT-Squelch-Replies-To (/usr/local/rt-3.0.0b/lib/RT/Attachment_Overlay.pm:406) [Mon Feb 10 18:19:10 2003] [debug]: now requiring RT::Condition::AnyTransaction (/usr/local/rt-3.0.0b/lib/RT/ScripCondition_Overlay.pm:154) [Mon Feb 10 18:19:10 2003] [debug]: now requiring RT::Action::Notify (/usr/local/rt-3.0.0b/lib/RT/ScripAction_Overlay.pm:145) [Mon Feb 10 18:19:10 2003] [debug]: RT::Action::Notify=HASH(0x92f25bc): To is (/usr/local/rt-3.0.0b/lib/RT/Action/Notify.pm:110) [Mon Feb 10 18:19:10 2003] [debug]: RT::Action::Notify=HASH(0x92f25bc): Cc is (/usr/local/rt-3.0.0b/lib/RT/Action/Notify.pm:111) [Mon Feb 10 18:19:10 2003] [debug]: RT::Action::Notify=HASH(0x92f25bc): Bcc is admin at careercast.com (/usr/local/rt-3.0.0b/lib/RT/Action/Notify.pm:112) [Mon Feb 10 18:19:10 2003] [debug]: Does Content-Type: text/plain; charset="utf-8" match RT-Squelch-Replies-To (/usr/local/rt-3.0.0b/lib/RT/Attachment_Overlay.pm:406) [Mon Feb 10 18:19:10 2003] [debug]: Does Content-Disposition: inline match RT-Squelch-Replies-To (/usr/local/rt-3.0.0b/lib/RT/Attachment_Overlay.pm:406) [Mon Feb 10 18:19:10 2003] [debug]: Does Content-Transfer-Encoding: binary match RT-Squelch-Replies-To (/usr/local/rt-3.0.0b/lib/RT/Attachment_Overlay.pm:406) [Mon Feb 10 18:19:10 2003] [debug]: Does MIME-Version: 1.0 match RT-Squelch-Replies-To (/usr/local/rt-3.0.0b/lib/RT/Attachment_Overlay.pm:406) [Mon Feb 10 18:19:10 2003] [debug]: Does X-Mailer: MIME-tools 5.411 (Entity 5.404) match RT-Squelch-Replies-To (/usr/local/rt-3.0.0b/lib/RT/Attachment_Overlay.pm:406) [Mon Feb 10 18:19:10 2003] [debug]: Does Subject: test match RT-Squelch-Replies-To (/usr/local/rt-3.0.0b/lib/RT/Attachment_Overlay.pm:406) [Mon Feb 10 18:19:10 2003] [debug]: Does CC: matt at careercast.com match RT-Squelch-Replies-To (/usr/local/rt-3.0.0b/lib/RT/Attachment_Overlay.pm:406) [Mon Feb 10 18:19:10 2003] [info]: Ticket 13 created in queue 'General' (/usr/local/rt-3.0.0b/lib/RT/Ticket_Overlay.pm:584) Thanks Matt From robie at principle.co.uk Mon Feb 10 14:07:25 2003 From: robie at principle.co.uk (Robie Basak) Date: 10 Feb 2003 19:07:25 +0000 Subject: [rt-users] problems with PostgreSQL 7.3.1 In-Reply-To: <1044893671.15067.52.camel@jedi.office.verticalscope.com> References: <1044463712.15067.7.camel@jedi.office.verticalscope.com> <1044466796.5147.71.camel@mal.justgohome.co.uk> <1044893671.15067.52.camel@jedi.office.verticalscope.com> Message-ID: <1044904044.20833.5.camel@mal.justgohome.co.uk> On Mon, 2003-02-10 at 16:14, Julian C. Dunn wrote: > It seems the problem I'm having is different than what you were having. > In WebRT's error log I see this: > > [Mon Feb 10 16:08:14 2003] [error] [client 209.82.14.131] FastCGI: server "/usr/ > local/rt2.0.15/bin/mason_handler.fcgi" stderr: DBD::Pg::st execute failed: ERROR > : pg_atoi: zero-length string at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/Sear > chBuilder/Handle.pm line 365, line 47. > [Mon Feb 10 16:08:14 2003] [error] [client 209.82.14.131] FastCGI: server "/usr/ > local/rt2.0.15/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x8a64d38) couldn > 't execute the query 'INSERT INTO Transactions (Creator, OldValue, TimeTaken, Ti > cket, Data, NewValue, Field, Created, Type) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)'E > RROR: pg_atoi: zero-length string > > I did some digging and it looks like somewhere along the line, > "TimeTaken" is being set to undef (or is never defined in the first > place) so the whole thing falls apart. > > I will try your patch, but somehow I'm not sure it will solve the > problem... It looks to me like the Postgres interface doesn't like undef being given as a value. No idea why, I'd have thought that'd be interpreted as an SQL NULL. You could try something like: $TimeTaken = 0 unless defined $TimeTaken; At the appropriate place (I haven't seen the code, so know nothing about variable names in use though). HTH, Robie. -- Robie Basak Northern Principle Limited From khera at kcilink.com Mon Feb 10 14:56:11 2003 From: khera at kcilink.com (Vivek Khera) Date: Mon, 10 Feb 2003 14:56:11 -0500 Subject: [rt-users] problems with PostgreSQL 7.3.1 In-Reply-To: <1044904044.20833.5.camel@mal.justgohome.co.uk> References: <1044463712.15067.7.camel@jedi.office.verticalscope.com> <1044466796.5147.71.camel@mal.justgohome.co.uk> <1044893671.15067.52.camel@jedi.office.verticalscope.com> <1044904044.20833.5.camel@mal.justgohome.co.uk> Message-ID: <15944.987.813246.290739@onceler.int.kciLink.com> >>>>> "RB" == Robie Basak writes: >> I did some digging and it looks like somewhere along the line, >> "TimeTaken" is being set to undef (or is never defined in the first >> place) so the whole thing falls apart. >> >> I will try your patch, but somehow I'm not sure it will solve the >> problem... RB> It looks to me like the Postgres interface doesn't like undef RB> being given as a value. No idea why, I'd have thought that'd be RB> interpreted as an SQL NULL. You could try something like: No, postgres' DBI handles that just fine. The problem is that starting with Postgres 7.3, it is more pedantic about ANSI SQL compliance, and RT tries to pass an empty string for a numeric field and assume it gets converted to zero, where in fact that does not happen. You need to stick with Postgres 7.2 for now. This is the official word from Jesse as posted to this list a while back. From wagner at sazza.de Mon Feb 10 14:25:17 2003 From: wagner at sazza.de (Frank Wagner) Date: Mon, 10 Feb 2003 20:25:17 +0100 Subject: [rt-users] rt install error Message-ID: <3E47FC9D.9030601@sazza.de> I have a strange install error. Don't know how to solve this. Mybe someone could help me. Would be realy great. heiligekuh:/var/kht/rt-2-0-15 # make install mkdir -p //opt/rt2/bin mkdir -p //opt/rt2/WebRT/data mkdir -p //opt/rt2/WebRT/sessiondata mkdir -p //opt/rt2/etc mkdir -p //opt/rt2/lib mkdir -p //opt/rt2/WebRT/html mkdir -p //opt/rt2/local/WebRT/html /usr/bin/perl tools/initdb 'mysql' '/usr' 'localhost' '' 'root' 'rt2' create Now creating a database for RT. Enter the mysql password for root: Creating mysql database rt2. cp etc/acl.mysql '//opt/rt2/etc/acl.mysql' /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\ s'!!DB_HOST!!'"localhost"'g;\ s'!!DB_RT_PASS!!'"Mypassword"'g;\ s'!!DB_RT_HOST!!'"localhost"'g;\ s'!!DB_RT_USER!!'"rt_user"'g;\ s'!!DB_DATABASE!!'"rt2"'g;" //opt/rt2/etc/acl.mysql bin/initacls.mysql '/usr' 'localhost' '' 'root' '' 'rt2' '//opt/rt2/etc/acl.mysql' make: bin/initacls.mysql: Command not found make: *** [acls] Error 127 heiligekuh:/var/kht/rt-2-0-15 # heiligekuh:/var/kht/rt-2-0-15 # ./bin/initacls.mysql /usr localhost '' root '' rt2 //opt/rt2/etc/acl.mysql : bad interpreter: No such file or directory heiligekuh:/var/kht/rt-2-0-15 # Well, everything is in the path and the interpreter is also there. heiligekuh:/var/kht/rt-2-0-15 # ls -al /bin/sh /bin/bash -rwxr-xr-x 1 root root 477132 Sep 9 21:07 /bin/bash lrwxrwxrwx 1 root root 4 Jan 9 14:20 /bin/sh -> bash heiligekuh:/var/kht/rt-2-0-15 # heiligekuh:/var/kht/rt-2-0-15 # echo $PATH /sbin:/usr/sbin:/usr/local/sbin:/root/bin:/usr/local/bin:/usr/bin:/usr/X11 R6/bin:/bin:/usr/games:/opt/gnome/bin heiligekuh:/var/kht/rt-2-0-15 # Well, i really don't understand what is the problem. Frank From Stepan.Kubicek at i.cz Mon Feb 10 16:11:41 2003 From: Stepan.Kubicek at i.cz (Stepan Kubicek) Date: Mon, 10 Feb 2003 22:11:41 +0100 Subject: [rt-users] problems on client side (cookie) Message-ID: <3E48158D.2070404@i.cz> Hi, I'm currently running rt 2.0.15 with mysql ( 3.23 ) backend and I found some strange behaviour of doing 'Logout' from these clients: lynx (2.8.4-18) on Linux & M$ IE 6 ( on Win2k ) To be more precise, if you login twice in a small period of time , you can't logout from RT . It might be some bad 'Cookie' mgmt. in these clients. On other clients ( M$ IE 6 on WinXP, Mozilla 1.3a on WinXP, Mozilla 1.0.1 on RH Linux, elinks ( links) 0.3.0 on Linux ) is everything working fine. Could someone help ? Is the only way to change the client-side web browser ? Thx in advance for any reply :)) Stepan -- Mgr. Stepan Kubicek ICZ,a.s. V Olsinach 2300/75, 100 97 Praha 10,CZ Tel.: +420 2 81 00 22 22 Fax: +420 2 81 00 22 44 mailto:Stepan.Kubicek at i.cz http://www.i.cz -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3341 bytes Desc: S/MIME Cryptographic Signature URL: From dredd at megacity.org Mon Feb 10 16:31:05 2003 From: dredd at megacity.org (Derek J. Balling) Date: Mon, 10 Feb 2003 16:31:05 -0500 Subject: [rt-users] Users Are Too Polite Message-ID: Here's my usual problem 1.) $USER opens $TICKET 2.) $ADMIN works on $TICKET 3.) $ADMIN resolves $TICKET 4.) rt sends resolution notice, et al, to $USER 5.) $USER replies "Thank you" 6.) rt re-opens ticket. Is there any way (per-queue preferably, the sysadmin queue is not nearly so polite as the helpdesk queue *grin*) to disable "messaging a closed ticket reopens it"? Thanks in advance, D From bthauvin at clearchannel.fr Mon Feb 10 19:25:02 2003 From: bthauvin at clearchannel.fr (THAUVIN Blaise (Dir. Informatique)) Date: Tue, 11 Feb 2003 01:25:02 +0100 Subject: [rt-users] Users Are Too Polite Message-ID: <870E25EC362DD6118A7400306E1260E2010D49FB@33par_exchange.dauphin-affichage.com> Hi, We had the same problem in my company. We solved it by : - Sending a mail to everyone explaining how RT works and why we set it up in the first place (initially, people complained a lot when they saw tickets numbers.) - Modifying the closed ticket template to explain why the user should not answer it, and suggesting to send a personnal mail if they were really satisfied (subject now says : please do not reply) It was enough to reduce significantly the number of false "reopen". Now, most of the replies to close tickets are real "still not solved" messages. I would not want to disable the reopen feature. Blaise -----Message d'origine----- De : Derek J. Balling [mailto:dredd at megacity.org] Envoye : lundi 10 fevrier 2003 22:31 A : rt-users at lists.fsck.com Objet : [rt-users] Users Are Too Polite Here's my usual problem 1.) $USER opens $TICKET 2.) $ADMIN works on $TICKET 3.) $ADMIN resolves $TICKET 4.) rt sends resolution notice, et al, to $USER 5.) $USER replies "Thank you" 6.) rt re-opens ticket. Is there any way (per-queue preferably, the sysadmin queue is not nearly so polite as the helpdesk queue *grin*) to disable "messaging a closed ticket reopens it"? Thanks in advance, D _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- An HTML attachment was scrubbed... URL: From dwindura at commverge.com Mon Feb 10 23:04:55 2003 From: dwindura at commverge.com (Daniel Windura) Date: Tue, 11 Feb 2003 12:04:55 +0800 Subject: [rt-users] Users Are Too Polite References: Message-ID: <3E487667.8040602@commverge.com> Hi Derek, You can try to put "Reply-To: " in the Resolved template after the "Subject" line. When the $USER reply the e-mail, it should e-mail to "" instead of the sender. -- Best regards, Daniel Windura Derek J. Balling wrote: > Here's my usual problem > > 1.) $USER opens $TICKET > 2.) $ADMIN works on $TICKET > 3.) $ADMIN resolves $TICKET > 4.) rt sends resolution notice, et al, to $USER > 5.) $USER replies "Thank you" > 6.) rt re-opens ticket. > > Is there any way (per-queue preferably, the sysadmin queue is not > nearly so polite as the helpdesk queue *grin*) to disable "messaging a > closed ticket reopens it"? > > Thanks in advance, > D > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 dwindura at commverge.com Mon Feb 10 23:14:34 2003 From: dwindura at commverge.com (Daniel Windura) Date: Tue, 11 Feb 2003 12:14:34 +0800 Subject: [rt-users] Users Are Too Polite Message-ID: <200302110414.ADF23245@mail.commverge.com> Hi Derek, You can try to put "Reply-To: " in the Resolved template after the "Subject" line. When the $USER reply the e-mail, it should e-mail to "" instead of the sender. -- Best regards, Daniel Windura Derek J. Balling wrote: Here's my usual problem 1.) $USER opens $TICKET 2.) $ADMIN works on $TICKET 3.) $ADMIN resolves $TICKET 4.) rt sends resolution notice, et al, to $USER 5.) $USER replies "Thank you" 6.) rt re-opens ticket. Is there any way (per-queue preferably, the sysadmin queue is not nearly so polite as the helpdesk queue *grin*) to disable "messaging a closed ticket reopens it"? Thanks in advance, D _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From wash at wananchi.biz Tue Feb 11 00:23:15 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Tue, 11 Feb 2003 08:23:15 +0300 Subject: [rt-users] index.html not loading In-Reply-To: <043e01c2d119$a83ddf90$3adcd50c@tjar.com> References: <043e01c2d119$a83ddf90$3adcd50c@tjar.com> Message-ID: <20030211052315.GE51094@ns2.wananchi.com> * James Orr [20030210 18:34]: wrote: > Hi, > > I've got RT 2.1.70 working on apache 2.0.40 with modperl2. For the most > part everything is fine, except for one thing. > > For some reason it will not load the index.html file as the default file for > any directory. It works fine if I specify it explicitly (i.e. > http://rt.mydomain.com/index.html). > > Here's my apache configuration: > > ServerName rt.mydomain.com > DocumentRoot /opt/rt3/share/html > > PerlModule Apache2 Apache::compat > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > > > > I've tried adding DirectoryIndex index.html to the VirtualHost, but it made > no difference. > > Incidently, index.html work fine on the other virtualhosts (none of which > use Mason though). I have an _EXACTLY_ same behavior here. Please let me know if you find an answer. Apache-2.0.44+modperl2+rt-2.1.69 also. cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From wagner at sazza.de Tue Feb 11 00:20:57 2003 From: wagner at sazza.de (Frank Wagner) Date: Tue, 11 Feb 2003 06:20:57 +0100 Subject: [rt-users] rt install error In-Reply-To: <20030211051835.GD51094@ns2.wananchi.com> References: <3E47FC9D.9030601@sazza.de> <20030211051835.GD51094@ns2.wananchi.com> Message-ID: <3E488839.5020406@sazza.de> Odhiambo Washington wrote: > wash at ns2 ('tty') ~ 320 -> head -1 ftpz/rt-2-0-15/bin/initacls.mysql > #!/bin/sh > > > Try changing that to #!/bin/bash Does not change it. Sorry. I'have tried that. Frank From pdh at bestpractical.com Tue Feb 11 02:21:50 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Tue, 11 Feb 2003 17:21:50 +1000 Subject: [rt-users] Email not going out In-Reply-To: <1044901366.31261.9.camel@mattsworkstation> References: <1044636786.19351.6.camel@mattsworkstation> <20030210080426.GL474@luggage.internal.moreton.com.au> <1044901366.31261.9.camel@mattsworkstation> Message-ID: <20030211072150.GX443@luggage.internal.moreton.com.au> Matt Simonsen wrote: > After creating a ticket as user jennifer, with cc: matt at careercast.com > and admincc: admin at careercast.com no emails are received. Just clarifying:- no emails are received by /any/ of the three people? Which of the three is performing the action? What is the email address (according to RT's user configuration) of that person ? > Here's var/log/rt.log- please point me in the correct direction if you > see what my problem is. > > [Mon Feb 10 18:19:10 2003] [debug]: RT::Action::Notify=HASH(0x95bb12c): > To is jennifer at careercast.com > (/usr/local/rt-3.0.0b/lib/RT/Action/Notify.pm:110) > [Mon Feb 10 18:19:10 2003] [debug]: RT::Action::Notify=HASH(0x95bb12c): > Cc is matt at careercast.com > (/usr/local/rt-3.0.0b/lib/RT/Action/Notify.pm:111) ok, we've picked up the requestor and cc in this scrip... > [Mon Feb 10 18:19:10 2003] [debug]: RT::Action::Notify=HASH(0x92f25bc): > Bcc is admin at careercast.com > (/usr/local/rt-3.0.0b/lib/RT/Action/Notify.pm:112) ... and this scrip has picked up the AdminCC. So, why aren't the emails being sent? I don't know. :-( You're using qmail... and you've tried sendmail and sendmailpipe. Did you: # Note that you should remove the '-t' from $SendmailArguments # if you use 'sendmail rather than 'sendmailpipe' and did you *stop* and *start* (not just reload) the webserver? Do your qmail logs show *any* attempt at sending? RT should insert a line into your debug log if there are no recipients found:- $RT::Logger->debug("$self: No recipients found. Not sending.\n"); which isn't happening. So either Notify.pm (or SendEmail.pm?) is bombing unexpectedly somewhere before this, or the problem lies at the MTA. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From dwindura at commverge.com Tue Feb 11 04:07:50 2003 From: dwindura at commverge.com (Daniel Windura) Date: Tue, 11 Feb 2003 17:07:50 +0800 Subject: [rt-users] Adding additional field in Queue object. References: <3E47FC9D.9030601@sazza.de> <20030211051835.GD51094@ns2.wananchi.com> <3E488839.5020406@sazza.de> Message-ID: <3E48BD66.7080403@commverge.com> Hi, I want to add in an additional field for the Queue object with name "AddtionalInfo" and type of varchar(120). What I need to hack beside adding the field in the mysql database. Thanks. -- Best regards, Daniel Windura From andy at bribed.net Tue Feb 11 05:51:38 2003 From: andy at bribed.net (Andy Coates) Date: Tue, 11 Feb 2003 10:51:38 -0000 Subject: [rt-users] Global Group Permissions Changed... Message-ID: <000d01c2d1bb$8e93dde0$876bfd50@buffy> Hello, Has anyone ever encountered the RT system (or some related system - e.g. mysql) changing permissions on various groups/users? Yesterday we noticed our system was bouncing mails from people trying to reply to tickets - and as it turned out the "ReplyToTicket" ACL on our global "Everyone" group had been removed. Going through apache logs shows no one using the admin interface (I'm the only one with access), nor did anyone log into the actual unix box. Incidently, our error_log did note an error just before problems started happening (coincidence or not, hard to narrow down since it doesn't timestamp). The last errors I know are new are: Qmail-inject: fatal: unable to parse this line: To: some.user at domain.com; user:domain.com WebRT: No ticket specified () That To: line obviously has a wrong address, probably a user mistyping - but could the user:domain instead of user at domain have caused problems? I can't reproduce the error, but it's the only odd thing I see in the error log (which is hardly ever logged to). Anyone ever see anything like this happen to them? Thanks, Andy. From prlawrence at Lehigh.EDU Tue Feb 11 10:04:28 2003 From: prlawrence at Lehigh.EDU (Phil R Lawrence) Date: Tue, 11 Feb 2003 10:04:28 -0500 Subject: [rt-users] can't steal tickets Message-ID: <3E4910FC.5040609@lehigh.edu> Hi, root can steal tickets from other users, but no one else can. I added SuperUser to the rights of one user, and he still can't steal tickets. Why? Thanks, Phil From tagreen at mhsnetworks.net Tue Feb 11 10:08:20 2003 From: tagreen at mhsnetworks.net (Todd A. Green) Date: 11 Feb 2003 09:08:20 -0600 Subject: [rt-users] Issues with rejected correspondance Message-ID: <1044976100.32211.120.camel@desktop> Took a bit of digging, but I think I found the cause. Now the problem: I would create tickets for clients that sent their email to a non-RT address by pasting the contents of the email into a new ticket via the web-interface. To ensure the client would be able to respond to the ticket with correspondence I would copy their From: email address to the requestor email verbatim. Every so often though I'd have a client that would not be able to respond due to a "Correspondence not recorded" error. After some digging I figured out that RT is stripping the junk off the email address when it comes in as a new request, but accepting manually entered one's verbatim. e.g. Sent a new request to RT from 'Bob A. User ' and it accepted the request and set the user's email as bob at userdomain.com. If I create a ticket via the UI with 'Bob A. User ' it doesn't strip the 'Bob A. User <>' piece off and when the client attempts to respond he is rejected. Anyone else see this. Easy fix? -- Todd A. Green Managed Hosting Soutions, Inc. From wagner at sazza.de Tue Feb 11 10:55:52 2003 From: wagner at sazza.de (Frank Wagner) Date: Tue, 11 Feb 2003 16:55:52 +0100 Subject: [rt-users] rt install error In-Reply-To: <20030211154630.GR51094@ns2.wananchi.com> References: <3E47FC9D.9030601@sazza.de> <20030211051835.GD51094@ns2.wananchi.com> <3E488839.5020406@sazza.de> <20030211154630.GR51094@ns2.wananchi.com> Message-ID: <3E491D08.4010408@sazza.de> Odhiambo Washington wrote: >>>wash at ns2 ('tty') ~ 320 -> head -1 ftpz/rt-2-0-15/bin/initacls.mysql >>>#!/bin/sh >>> >>> >>>Try changing that to #!/bin/bash >> >>Does not change it. Sorry. I'have tried that. > > > > I am stumped. What is your OS? > I am attaching an archive of rt2. Could you kindly try it and tell me > what you get. Please change a few things in Makefile to match your system. Yes me too! I have installed an SuSE 8.1 from scratch. I have even "." included in the path. This is a realy strange one. I don't know where else to look. Frank From ron.gidron at shunra.com Tue Feb 11 12:35:27 2003 From: ron.gidron at shunra.com (Ron Gidron) Date: Tue, 11 Feb 2003 19:35:27 +0200 Subject: [rt-users] RT 3 beta (service not available) Message-ID: I just finished installing a fresh RT instance on a new box, All seams to work well on the surface (the web UI is really much nicer and the custom fields is exactly what we were looking for). When I sent a test email to the system I got the following reply: (btw - RT is installed at the server root and the url below is the correct one to get to the login screen??!!) ----- The following addresses had permanent fatal errors ----- "| /opt/rt3/bin/rt-mailgate --queue support --action correspond --url http://quake.shunra.co.il/" (reason: Service unavailable) (expanded from: rt at quake.shunra.co.il) ----- Transcript of session follows ----- smrsh: rt-mailgate not available for sendmail programs 554 5.0.0 Service unavailable Does anyone have any quick clue, where should I start looking? Thanks Ron. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ges+lists at wingfoot.org Tue Feb 11 12:51:23 2003 From: ges+lists at wingfoot.org (Glenn Sieb) Date: Tue, 11 Feb 2003 12:51:23 -0500 (EST) Subject: [rt-users] rt install error In-Reply-To: <3E491D08.4010408@sazza.de> References: <3E47FC9D.9030601@sazza.de> <20030211051835.GD51094@ns2.wananchi.com> <3E488839.5020406@sazza.de> <20030211154630.GR51094@ns2.wananchi.com> <3E491D08.4010408@sazza.de> Message-ID: <2442.65.198.68.222.1044985883.squirrel@www.wingfoot.org> Frank Wagner said: >>>>Try changing that to #!/bin/bash >>> >>>Does not change it. Sorry. I'have tried that. Can you tell us the output of: which bash and which sh Thanks.. :) 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 matt_lists at careercast.com Tue Feb 11 13:15:35 2003 From: matt_lists at careercast.com (Matt Simonsen) Date: 11 Feb 2003 10:15:35 -0800 Subject: [rt-users] Email not going out In-Reply-To: <20030211072150.GX443@luggage.internal.moreton.com.au> References: <1044636786.19351.6.camel@mattsworkstation> <20030210080426.GL474@luggage.internal.moreton.com.au> <1044901366.31261.9.camel@mattsworkstation> <20030211072150.GX443@luggage.internal.moreton.com.au> Message-ID: <1044987341.31274.117.camel@mattsworkstation> On Mon, 2003-02-10 at 23:21, Phil Homewood wrote: > Matt Simonsen wrote: > > After creating a ticket as user jennifer, with cc: matt at careercast.com > > and admincc: admin at careercast.com no emails are received. > > Just clarifying:- no emails are received by /any/ of the three > people? Right, that was what was happening. > ok, we've picked up the requestor and cc in this scrip... > > > [Mon Feb 10 18:19:10 2003] [debug]: RT::Action::Notify=HASH(0x92f25bc): > > Bcc is admin at careercast.com > > (/usr/local/rt-3.0.0b/lib/RT/Action/Notify.pm:112) > > ... and this scrip has picked up the AdminCC. > > So, why aren't the emails being sent? I don't know. :-( You're > using qmail... and you've tried sendmail and sendmailpipe. I did. Sendmailpipe is what I had (have) settled on as being correct, so from there I changed the SendEmail.pm to point to dd and a file. > and did you *stop* and *start* (not just reload) the webserver? Yes. > Do your qmail logs show *any* attempt at sending? No. > which isn't happening. So either Notify.pm (or SendEmail.pm?) is > bombing unexpectedly somewhere before this, or the problem lies > at the MTA. The problem was a mix of two - after writing the email to a file I noticed the from wasn't a valid email address. This caused qmail's sendmail wrapper to bomb, with no logging. After fixing the from address in the config file everything looks good. Thanks- Matt From prlawrence at Lehigh.EDU Tue Feb 11 13:34:46 2003 From: prlawrence at Lehigh.EDU (Phil R Lawrence) Date: Tue, 11 Feb 2003 13:34:46 -0500 Subject: [rt-users] can't steal tickets In-Reply-To: <20030211152848.GQ51094@ns2.wananchi.com> References: <3E4910FC.5040609@lehigh.edu> <20030211152848.GQ51094@ns2.wananchi.com> Message-ID: <3E494246.3070303@lehigh.edu> Odhiambo Washington wrote: > Phil R Lawrence wrote: > >>Hi, >> >>root can steal tickets from other users, but no one else can. >> >>I added SuperUser to the rights of one user, and he still can't steal >>tickets. Why? > > > How about if you give "modify ticket" ?? Nope. The user now has SuperUser and ModifyTicket. The user also belongs to a group that has: ModifyTicket OwnTicket ShowTicket ShowTicketComments Watch WatchAsAdminCc And "Everyone" has: CommentOnTicket CreateTicket ReplyToTicket SeeQueue ModifySelf Thanks, Phil From jo2y at midnightlinux.com Tue Feb 11 14:08:17 2003 From: jo2y at midnightlinux.com (James O'Kane) Date: Tue, 11 Feb 2003 14:08:17 -0500 (EST) Subject: [rt-users] RT 3 beta (service not available) In-Reply-To: Message-ID: That looks like a sendmail problem. Sendmail, by default in recent versions, will only allow programs that exist in /etc/smrsh/ to be run from a | command. The short anwser is to try a symlink from /etc/smrsh/rt-mailgate to the real rt-mailgate. The long answer is to look into smrsh (Sendmail Restricted Shell) -james From map at eecs.berkeley.edu Tue Feb 11 15:28:25 2003 From: map at eecs.berkeley.edu (Mike Patterson) Date: Tue, 11 Feb 2003 12:28:25 -0800 Subject: [rt-users] New Template - List CC's in correspondence? In-Reply-To: <20021111212005.31980.71853.Mailman@pallas.eruditorum.org> References: <20021111212005.31980.71853.Mailman@pallas.eruditorum.org> Message-ID: <3E495CE9.6060402@eecs.berkeley.edu> I've enabled $ParseNewMessageForTicketCcs in config.pm so that people in the "To and Cc" field are added as Ccs. The only problem is that my other group of watchers (the technicians) who I've set to get copies (on ticket creation, correspondence, etc..) don't know who is included in the Cc: fields by reading the email (they can of course look at WebRT, but this is not always practical). I'd like to make a modified "correspondence" template that stamps the Cc's: in the body of the message that our technicians read. The closest thing I saw was this: Requestors: {$Ticket->Requestors->EmailsAsString()} But I'm not sure what to what the exact name of the Cc field. This didn't seem to work: Ccs: {$Ticket->Ccs->EmailsAsString()} Even better would be to stamp it if CC's exist, otherwise leave line blank altogether. Thanks for tips. Mike From lists at flothow.de Tue Feb 11 15:26:42 2003 From: lists at flothow.de (Sebastian Flothow) Date: Tue, 11 Feb 2003 21:26:42 +0100 Subject: [rt-users] RT 3 beta (service not available) In-Reply-To: Message-ID: <21DCD4BE-3DFF-11D7-AEB6-000393B2BB20@flothow.de> > smrsh: rt-mailgate not available for sendmail programs You need to symlink rt-mailgate into the directory where the sendmail restricted shell looks for executables. See man smrsh. Sebastian -- Sebastian Flothow sebastian at flothow.de #include From rthompson at interpublic.com Tue Feb 11 19:10:51 2003 From: rthompson at interpublic.com (Ray Thompson) Date: Tue, 11 Feb 2003 18:10:51 -0600 Subject: [rt-users] Users Are Too Polite Message-ID: Is there any way (per-queue preferably, the sysadmin queue is not nearly so polite as the helpdesk queue *grin*) to disable "messaging a closed ticket reopens it"? My solution is to wait a day before closing the ticket... :) -- Ray Thompson From pdh at bestpractical.com Wed Feb 12 02:44:10 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Wed, 12 Feb 2003 17:44:10 +1000 Subject: [rt-users] New Template - List CC's in correspondence? In-Reply-To: <3E495CE9.6060402@eecs.berkeley.edu> References: <20021111212005.31980.71853.Mailman@pallas.eruditorum.org> <3E495CE9.6060402@eecs.berkeley.edu> Message-ID: <20030212074410.GN472@luggage.internal.moreton.com.au> Mike Patterson wrote: > But I'm not sure what to what the exact name of the Cc field. This > didn't seem to work: > > Ccs: {$Ticket->Ccs->EmailsAsString()} Cc: {$Ticket->Cc->EmailsAsString()} > Even better would be to stamp it if CC's exist, otherwise leave line > blank altogether. Try something like: { if ($cc=$Ticket->Cc->EmailsAsString()) { "Cc: " . $cc } } -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Wed Feb 12 02:44:18 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Wed, 12 Feb 2003 17:44:18 +1000 Subject: [rt-users] How to specify multiple cc's at ticket creation? In-Reply-To: References: Message-ID: <20030212074418.GO472@luggage.internal.moreton.com.au> Samuel Jaud wrote: > My problem is that, this @*!#& Ms Outlook automatically forces the > address separation using dot comma (;) and RT always only keep the first > listed as requestor... This is an Outlook bug. :-) > Is there a way in RT to change that and keep as requestors everyone > the first email is sent to ? RT doesn't see the semicolon (;) - the email as received should have comma-separated recipients. Your problem likely lies in the value of the $ParseNewMessageForTicketCcs setting in your config. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Wed Feb 12 02:44:36 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Wed, 12 Feb 2003 17:44:36 +1000 Subject: [rt-users] Issues with rejected correspondance In-Reply-To: <1044976100.32211.120.camel@desktop> References: <1044976100.32211.120.camel@desktop> Message-ID: <20030212074436.GP472@luggage.internal.moreton.com.au> Todd A. Green wrote: > Sent a new request to RT from 'Bob A. User ' and it > accepted the request and set the user's email as bob at userdomain.com. If > I create a ticket via the UI with 'Bob A. User ' it > doesn't strip the 'Bob A. User <>' piece off and when the client > attempts to respond he is rejected. > > Anyone else see this. Easy fix? "Don't do that, then." :-) You could always hack the "create" code in Ticket/Display.html to call Mail::Address->parse (see lib/RT/Interface/Email for how it's done in the incoming email case) on each of the @Requestors, @Cc, @AdminCc arrays. But the simplest solution would seem to me to be to just paste the actual address in in the first place. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From tsords at smartlink.navy.mil Wed Feb 12 15:26:14 2003 From: tsords at smartlink.navy.mil (Thomas Sords/Smart Link/US) Date: Wed, 12 Feb 2003 15:26:14 -0500 Subject: [rt-users] RT Config problem (Debian and RT2) Message-ID: I have been working for a while on getting RT 2 installed on a debian system. After banging my head against the monitor multiple times, I have figured out what is happening, but not why. When I start apache with 'apachectl start', it says 'httpd started', but it hasn't actually started. I checked the error logs in /var/logs/apache/error.log and there is no error. However, when I edit my httpd.conf and remove the PerlRequire /usr/local/rt2/bin/webmux.pl line, apache starts and RT doesn't. Any ideas? Thanks Thomas Sords --------------------------------------------------------------------------------------------------------- Thomas Sords Smart Link 703.518.5530 703.548.6362 /Fax -------------- next part -------------- An HTML attachment was scrubbed... URL: From haim at dimer.org Wed Feb 12 15:41:13 2003 From: haim at dimer.org (Haim Dimer) Date: Wed, 12 Feb 2003 15:41:13 -0500 Subject: [rt-users] RT Config problem (Debian and RT2) In-Reply-To: References: Message-ID: <20030212204113.GL472@margarita.corp.1control.com> Thomas, Apache with mod_perl is distributed under the apache-perl package. Do you have it installed? Did you compile apache by hand? what is the output of apache -l ? * Thomas Sords/Smart Link/US (tsords at smartlink.navy.mil) wrote: > I have been working for a while on getting RT 2 installed on a debian > system. After banging my head against the monitor multiple times, I have > figured out what is happening, but not why. When I start apache with > 'apachectl start', it says 'httpd started', but it hasn't actually > started. I checked the error logs in /var/logs/apache/error.log and there > is no error. > > However, when I edit my httpd.conf and remove the PerlRequire > /usr/local/rt2/bin/webmux.pl line, apache starts and RT doesn't. > > Any ideas? > > Thanks > > Thomas Sords > > --------------------------------------------------------------------------------------------------------- > > Thomas Sords > Smart Link > 703.518.5530 > 703.548.6362 /Fax Haim -- Let talent and technology work for YOU. http://www.dimer.org From haim at dimer.org Wed Feb 12 16:19:26 2003 From: haim at dimer.org (Haim Dimer) Date: Wed, 12 Feb 2003 16:19:26 -0500 Subject: [rt-users] Importing Microsoft Project plan into RT Message-ID: <20030212211926.GM472@margarita.corp.1control.com> I have a question regarding the import of a Microsoft Project plan (understand a file created with Microsoft Project) into RT. Our Project manager uses MS project exclusively. I convinced him to use RT but before this can happen, he needs to be able to convert the tasks from MS project into tickets in the RT system. Has anyone done that? I can export the project file to a comma separated file or XML. Is there any mechanism already in place to input the data into the RT database by respecting the schemes and the dependencies? Haim -- Let talent and technology work for YOU. http://www.dimer.org From joerg at die-herberts.de Wed Feb 12 16:24:49 2003 From: joerg at die-herberts.de (Joerg Herbert) Date: Wed, 12 Feb 2003 22:24:49 +0100 Subject: [rt-users] RT Config problem (Debian and RT2) In-Reply-To: Message-ID: <3E4AC9B1.12367.741AED6@localhost> On 12 Feb 2003 at 15:26, Thomas Sords/Smart Link/US wrote: > However, when I edit my httpd.conf and remove the PerlRequire > /usr/local/rt2/bin/webmux.pl line, apache starts and RT doesn't. Did you install the package "apache-perl"? This is the apache with mod_perl statically linked. It is needed for RT. -- Bye for now, Bis denne, Joerg From david.w.snyder at yale.edu Wed Feb 12 16:43:20 2003 From: david.w.snyder at yale.edu (David Snyder) Date: Wed, 12 Feb 2003 16:43:20 -0500 Subject: [rt-users] changing keyword scopes? Message-ID: <00C68E64-3ED3-11D7-B8D5-0003934E5FFE@yale.edu> I just took over administration of my group's RT instance (running 2.0.15). Right now we have one queue, and all of the keywords are global. However, I need to add a few more queues, and they need to have a completely different set of keywords. Is there an easy to change the scope of the existing keywords from global to just a specific queue, without losing the keyword selections for the tickets in that queue? Do I have a painful database munging session in my future? Thanks, David _____________________ David W. Snyder Yale WebTeam, ITS/Academic Media & Technology 203-436-4367 http://www.yale.edu/webmaster From seph at directionless.org Wed Feb 12 17:48:06 2003 From: seph at directionless.org (seph) Date: Wed, 12 Feb 2003 14:48:06 -0800 Subject: [rt-users] RT Config problem (Debian and RT2) In-Reply-To: <3E4AC9B1.12367.741AED6@localhost> ("Joerg Herbert"'s message of "Wed, 12 Feb 2003 22:24:49 +0100") References: <3E4AC9B1.12367.741AED6@localhost> Message-ID: > Did you install the package "apache-perl"? This is the apache with > mod_perl statically linked. It is needed for RT. No, it's not. rt runs just fine under debian with apache and whatever the mod perl package is. (libapache-mod-perl IIRC) RT generally discourages this because it's hard to get all the modules built correctly. Debian succeeds in building everything correctly. besides, if he was missing modperl, than the PerlRequire directive would produce an error. > I have been working for a while on getting RT 2 installed on a > debian system. ~After banging my head against the monitor multiple > times, I have figured out what is happening, but not why. ~When I > start apache with 'apachectl start', it says 'httpd started', but it > hasn't actually started. ~I checked the error logs in > /var/logs/apache/error.log and there is no error. I've seen this before, but I don't remember what the reason was. It might be because you're missing Apache::DBI (the libapache-dbi-perl package) Have you looked at the debian entries on rtfm? I know they're correct for rt 2.0.x. I hate to suggest it, but if you really can't get it to work with modperl, you can always use fastcgi. it's a bit of a copout solution though. seph From matt_lists at careercast.com Wed Feb 12 21:01:47 2003 From: matt_lists at careercast.com (Matt Simonsen) Date: 12 Feb 2003 18:01:47 -0800 Subject: [rt-users] F2W to RT migration Message-ID: <1045101708.10552.13.camel@mattsworkstation> I will be writing a script to take data from F2W (a helpdesk/tracking package) and migrate it to RT3 (2.1.70). Just in case it's already been done, though, has anyone done this? My plan (should no other work already exist) is to export the data from each F2W table into a CSV file, load it into into hashes, then manipulate it for entry into RT. Of course remapping ids, categories to keywords, etc. along the way. I will release the final product into the contrib area, comments/suggestions are welcome. I've looked at dumpfile-to-rt-3.0 and I plan to use sections of the code or at least use it for ideas. Matt Simonsen From andrew-rt at andrew.net.au Thu Feb 13 03:21:57 2003 From: andrew-rt at andrew.net.au (Andrew Pollock) Date: Thu, 13 Feb 2003 18:21:57 +1000 Subject: [rt-users] RT2 + Tarka Message-ID: <20030213082157.GA7268@daedalus.andrew.net.au> Hi, Anyone done any integration between Netcraft's Tarka ISP billing/provisioning system and RT2? Andrew From radek.smidl at seznam.cz Thu Feb 13 04:56:05 2003 From: radek.smidl at seznam.cz (Radek Smidl) Date: Thu, 13 Feb 2003 10:56:05 +0100 Subject: [rt-users] 8bit in rt-2.0.15, continue Message-ID: <3E4B6BB5.1040507@seznam.cz> Hi, I have the same problem. I have RT v. 2.0.15 installed on RedHat 7.3. After reading of the answer with Perl upgrade, I upgraded to Perl 5.8, recompiled Apache and mod_perl, but it doesn't help. Any other solution? Some idea? I can not upgrade to 3.0 now, unfortunately. Thanks Radek >On Wed, Jan 29, 2003 at 04:53:19PM +0300, vlad f kropachew wrote: > > so, i look that all broken text is coded as html entities. (>, > > ù etc) - how i can disable this future? > > Use perl 5.8. It's internationalization-aware in all sorts of ways that 5.6= > isn't. Also, the forthcoming RT 3.0 deals with everything in unicode > natively. > > Jesse From tsords at smartlink.navy.mil Thu Feb 13 07:16:14 2003 From: tsords at smartlink.navy.mil (Thomas Sords/Smart Link/US) Date: Thu, 13 Feb 2003 07:16:14 -0500 Subject: [rt-users] RT Config problem (Debian and RT2) Message-ID: I used the apache server and mod-perl packages rather than compiling it. With a -l, apache shows http-core.c mod-so.c macro.c as static packages. Will attempt to reinstall with mod-perl.c as a static package rather than dynamic. --------------------------------------------------------------------------------------------------------- Thomas Sords Smart Link 703.518.5530 703.548.6362 /Fax Haim Dimer Sent by: rt-users-admin at lists.fsck.com 02/12/2003 03:41 PM To: Thomas Sords/Smart Link/US cc: rt-users at lists.fsck.com Subject: Re: [rt-users] RT Config problem (Debian and RT2) Thomas, Apache with mod_perl is distributed under the apache-perl package. Do you have it installed? Did you compile apache by hand? what is the output of apache -l ? * Thomas Sords/Smart Link/US (tsords at smartlink.navy.mil) wrote: > I have been working for a while on getting RT 2 installed on a debian > system. After banging my head against the monitor multiple times, I have > figured out what is happening, but not why. When I start apache with > 'apachectl start', it says 'httpd started', but it hasn't actually > started. I checked the error logs in /var/logs/apache/error.log and there > is no error. > > However, when I edit my httpd.conf and remove the PerlRequire > /usr/local/rt2/bin/webmux.pl line, apache starts and RT doesn't. > > Any ideas? > > Thanks > > Thomas Sords > > --------------------------------------------------------------------------------------------------------- > > Thomas Sords > Smart Link > 703.518.5530 > 703.548.6362 /Fax Haim -- Let talent and technology work for YOU. http://www.dimer.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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rehan at nha.co.za Thu Feb 13 07:33:42 2003 From: rehan at nha.co.za (Rehan van der Merwe) Date: 13 Feb 2003 14:33:42 +0200 Subject: [rt-users] Archiving old tickets Message-ID: <1045139622.10379.0.camel@localhost.localdomain> Hi, For those interested: The following is how we are taking on archiving (in concept) - it is a bit plain & simple, but it will suffice for our needs (please feel free to comment): If ticket was resolved e.g. more that 1 year ago it will be archived. 1. make a copy of the full displayed page with wget and save it to .html: http://support.nha.co.za/Ticket/Display.html?ShowHeaders=32624&id=32624 2. save the real document attachments to ../Attachment///mydoc.doc 3. remove all transactions & attachments related to the ticket 4. set Ticket.status to resolved. This results in a repository of HTML pages of tickets with there links to attachments still working, but with no workable back-end working. What is great is that this can still be viewable from e.g. RTarchive.example.com and I will probably add a search script later. It will naturally be displayed as a numerical list of all the tickets that's been archived. The original ticket is still searchable on its attributes like people & dates, but of course no content. One extra thing I have not thought of is to create a table with archived tickets and the date it was archived, or maybe to add a date field to rt2.Tickets, but I would not want to change the actual structure of the rt-db to ensure future seamless scalability. I am concerned that deleting the transactions and attachments from the db might mess up some db-integrity, but so far it has work fine - I can view the tickets fine, except that there are no Details - please advise on this if you know the internals better. Any thoughts from you guys?? Rehan van der Merwe Neil Harvey & Associates > Anyone know how to do this and still be able to search them. Or would > that be > a mysql thing. From wash at wananchi.biz Thu Feb 13 10:47:12 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Thu, 13 Feb 2003 18:47:12 +0300 Subject: [rt-users] Archiving old tickets Message-ID: <20030213154712.GD98338@ns2.wananchi.com> hello users, I am fighting a losing war with apache-1.3.27+modper1 and rt-3.0-beta. Perhaps someone has a good eye and a pointing finger: beastie# httpd -l Compiled-in modules: http_core.c mod_so.c mod_perl.c suexec: enabled; valid wrapper /usr/local/sbin/suexec beastie# apachectl configtest Subroutine handler redefined at /opt/rt3/bin/webmux.pl line 111. [Thu Feb 13 15:34:28 2003] [error] Undefined subroutine &RT::LoadConfig called at /opt/rt3/bin/webmux.pl line 60. Compilation failed in require at (eval 78) line 1. Syntax error on line 104 of /usr/local/etc/apache/virtualhosts: Undefined subroutine &RT::LoadConfig called at /opt/rt3/bin/webmux.pl line 60. Compilation failed in require at (eval 78) line 1. My virtualhost for rt3: ServerName rt3.wananchi.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From wash at wananchi.biz Thu Feb 13 11:13:05 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Thu, 13 Feb 2003 19:13:05 +0300 Subject: [rt-users] rt-3.0-beta/apache-1.3.27/modperl1 - nightmare Message-ID: <20030213161305.GE98338@ns2.wananchi.com> Hello users, I am fighting a losing war with apache-1.3.27+modper1 and rt-3.0-beta. Perhaps someone has a good eye and a pointing finger: beastie# httpd -l Compiled-in modules: http_core.c mod_so.c mod_perl.c suexec: enabled; valid wrapper /usr/local/sbin/suexec beastie# apachectl configtest Subroutine handler redefined at /opt/rt3/bin/webmux.pl line 111. [Thu Feb 13 15:34:28 2003] [error] Undefined subroutine &RT::LoadConfig called at /opt/rt3/bin/webmux.pl line 60. Compilation failed in require at (eval 78) line 1. Syntax error on line 104 of /usr/local/etc/apache/virtualhosts: Undefined subroutine &RT::LoadConfig called at /opt/rt3/bin/webmux.pl line 60. Compilation failed in require at (eval 78) line 1. My virtualhost for rt3: ServerName rt3.wananchi.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From haim at dimer.org Thu Feb 13 11:24:30 2003 From: haim at dimer.org (Haim Dimer) Date: Thu, 13 Feb 2003 11:24:30 -0500 Subject: [rt-users] F2W to RT migration In-Reply-To: <1045101708.10552.13.camel@mattsworkstation> References: <1045101708.10552.13.camel@mattsworkstation> Message-ID: <20030213162429.GA514@margarita.corp.1control.com> Matt, I am working on the same kind of thing. Yesterday I posted a message indicating that I needed to transfer data from MS project to RT. I am going to use a CSV file as well. Let's combine our efforts. * Matt Simonsen (matt_lists at careercast.com) wrote: > I will be writing a script to take data from F2W (a helpdesk/tracking > package) and migrate it to RT3 (2.1.70). Just in case it's already been > done, though, has anyone done this? > > My plan (should no other work already exist) is to export the data from > each F2W table into a CSV file, load it into into hashes, then > manipulate it for entry into RT. Of course remapping ids, categories to > keywords, etc. along the way. > > I will release the final product into the contrib area, > comments/suggestions are welcome. I've looked at dumpfile-to-rt-3.0 and > I plan to use sections of the code or at least use it for ideas. > > Matt Simonsen > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > Haim -- Let talent and technology work for YOU. http://www.dimer.org From jesse at bestpractical.com Thu Feb 13 11:36:11 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 13 Feb 2003 11:36:11 -0500 Subject: [rt-users] [ADMIN] Duplicate messages Message-ID: <20030213163611.GB31136@pallas.fsck.com> Someone's broken virus filter was rebroadcasting every message to rt-users to the list. I'm amazed it didn't do more damage, but the user in question has been removed from the list. -j -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From john at frumious.unidec.co.uk Thu Feb 13 12:09:06 2003 From: john at frumious.unidec.co.uk (dr john halewood) Date: Thu, 13 Feb 2003 17:09:06 +0000 Subject: [rt-users] rt-3.0-beta/apache-1.3.27/modperl1 - nightmare In-Reply-To: <20030213161305.GE98338@ns2.wananchi.com> References: <20030213161305.GE98338@ns2.wananchi.com> Message-ID: <200302131709.h1DH97U18842@frumious.unidec.co.uk> On Thursday 13 February 2003 16:13, Odhiambo Washington wrote: >I am fighting a losing war with apache-1.3.27+modper1 and rt-3.0-beta. >beastie# apachectl configtest > >Subroutine handler redefined at /opt/rt3/bin/webmux.pl line 111. >[Thu Feb 13 15:34:28 2003] [error] Undefined subroutine &RT::LoadConfig > called at /opt/rt3/bin/webmux.pl line 60. Compilation failed in require at > (eval 78) line 1. Got bitten by the very same thing myself, but Phil Homewood helpfully sorted this out: you can't run RT2 & RT3 in the same Apache instance with mod_perl. Either switch one of them off, or run one (or both) with fastcgi instead. This might cause a few problems for people trying to upgrade from RT2->RT3 though. Anyone know of a workaround? cheers john From darren at boston.com Thu Feb 13 12:21:05 2003 From: darren at boston.com (darren chamberlain) Date: Thu, 13 Feb 2003 12:21:05 -0500 Subject: [rt-users] rt-3.0-beta/apache-1.3.27/modperl1 - nightmare In-Reply-To: <200302131709.h1DH97U18842@frumious.unidec.co.uk> References: <20030213161305.GE98338@ns2.wananchi.com> <200302131709.h1DH97U18842@frumious.unidec.co.uk> Message-ID: <20030213-73ee75ef9b3e0e6fb95193ec213f60ac@mail.boston.com> * dr john halewood [2003-02-13 12:08]: > On Thursday 13 February 2003 16:13, Odhiambo Washington wrote: > > I am fighting a losing war with apache-1.3.27+modper1 and > > rt-3.0-beta. beastie# apachectl configtest > > > > Subroutine handler redefined at /opt/rt3/bin/webmux.pl line 111. > > [Thu Feb 13 15:34:28 2003] [error] Undefined subroutine > > &RT::LoadConfig called at /opt/rt3/bin/webmux.pl line 60. Compilation > > failed in require at (eval 78) line 1. > > Got bitten by the very same thing myself, but Phil Homewood helpfully > sorted this out: you can't run RT2 & RT3 in the same Apache instance > with mod_perl. Either switch one of them off, or run one (or both) > with fastcgi instead. > > This might cause a few problems for people trying to upgrade from > RT2->RT3 though. Anyone know of a workaround? There isn't one, because of how mod_perl keeps a single Perl interpreter resident in each child, and because Perl doesn't allow multiple versions of a module to be loaded at once. If you could get Jesse to re-namespace RT3 from RT:: to RT3::, there wouldn't be a problem... (darren) -- When your hammer is C++, everything begins to look like a thumb. -- Steve Haflich From wash at wananchi.biz Fri Feb 14 01:05:38 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Fri, 14 Feb 2003 09:05:38 +0300 Subject: [rt-users] rt-3.0-beta/apache-1.3.27/modperl1 - nightmare In-Reply-To: <18jMrk-000EYW-00@ns2.wananchi.com> References: <20030213161305.GE98338@ns2.wananchi.com> <18jMrk-000EYW-00@ns2.wananchi.com> Message-ID: <20030214060538.GB53618@ns2.wananchi.com> * dr john halewood [20030213 20:09]: wrote: > On Thursday 13 February 2003 16:13, Odhiambo Washington wrote: > >I am fighting a losing war with apache-1.3.27+modper1 and rt-3.0-beta. > >beastie# apachectl configtest > > > >Subroutine handler redefined at /opt/rt3/bin/webmux.pl line 111. > >[Thu Feb 13 15:34:28 2003] [error] Undefined subroutine &RT::LoadConfig > > called at /opt/rt3/bin/webmux.pl line 60. Compilation failed in require at > > (eval 78) line 1. > > Got bitten by the very same thing myself, but Phil Homewood helpfully sorted > this out: you can't run RT2 & RT3 in the same Apache instance with mod_perl. > Either switch one of them off, or run one (or both) with fastcgi instead. Thanks for this. It gave me too much grief. I don't know why I did not think to go to http://www.fsck.com/rtfm > This might cause a few problems for people trying to upgrade from RT2->RT3 > though. Anyone know of a workaround? Hmm, I thought one could run both using fastcgi. I've tried it and it did not work. cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From pdh at bestpractical.com Fri Feb 14 01:24:22 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 14 Feb 2003 16:24:22 +1000 Subject: [rt-users] rt-3.0-beta/apache-1.3.27/modperl1 - nightmare In-Reply-To: <18jYyg-000GIe-00@ns2.wananchi.com> References: <20030213161305.GE98338@ns2.wananchi.com> <18jMrk-000EYW-00@ns2.wananchi.com> <18jYyg-000GIe-00@ns2.wananchi.com> Message-ID: <20030214062422.GA1952@luggage.internal.moreton.com.au> Odhiambo Washington wrote: > Hmm, I thought one could run both using fastcgi. I've tried it and it did not > work. It should work, though I haven't yet tried it. As has also been pointed out, it should also be possible to run both under mod_perl, if you run separate apache instances on different ports/IPs. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From dwindura at commverge.com Fri Feb 14 03:47:27 2003 From: dwindura at commverge.com (Daniel Windura) Date: Fri, 14 Feb 2003 16:47:27 +0800 Subject: [rt-users] Adding ticket status References: <20030213161305.GE98338@ns2.wananchi.com> <18jMrk-000EYW-00@ns2.wananchi.com> <18jYyg-000GIe-00@ns2.wananchi.com> <20030214062422.GA1952@luggage.internal.moreton.com.au> Message-ID: <3E4CAD1F.2010209@commverge.com> Hi, Currently I am using RT 2.0.14. In that version 5 status for tickets which are (new, open, stalled, resolved, dead). I have requirement to add in additional status for the ticket (like "pending RMA"). Is there anyway to do that? Please give me some pointer. Thanks. -- Best regards, Daniel Windura From wash at wananchi.biz Fri Feb 14 05:21:45 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Fri, 14 Feb 2003 13:21:45 +0300 Subject: [rt-users] rt2-rt3 (dumpfile-to-rt3) Message-ID: <20030214102145.GE53618@ns2.wananchi.com> beastie# ./dumpfile-to-rt-3.0 RT2_BAK [....snip....] [Fri Feb 14 09:34:53 2003] [warning]: Subroutine Data redefined at RT2_BAK/t-9302 line 1. (/opt/rt3/lib/RT.pm:220) Importing ticket 9302 transaction 40764 attachment 18693 attachment 18694 attachment 18695 attachment 18696 attachment 18697 attachment 18698 attachment 18699 attachment 18700 attachment 18701 attachment 18702 [Fri Feb 14 09:34:54 2003] [warning]: Subroutine Data redefined at RT2_BAK/t-9303 line 1. (/opt/rt3/lib/RT.pm:220) Importing ticket 9303 transaction 40765 attachment 18703 [Fri Feb 14 09:34:55 2003] [warning]: Subroutine Data redefined at RT2_BAK/t-9304 line 1. (/opt/rt3/lib/RT.pm:220) Importing ticket 9304 transaction 40767 attachment 18704 [Fri Feb 14 09:34:55 2003] [warning]: Subroutine Data redefined at RT2_BAK/t-9305 line 1. (/opt/rt3/lib/RT.pm:220) Importing ticket 9305 transaction 40768 attachment 18705 [Fri Feb 14 09:34:56 2003] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 95. (/opt/rt3/lib/RT.pm:220) [Fri Feb 14 09:34:56 2003] [warning]: Resolver RT::URI::fsck_com_rt could not parse 1675 (/opt/rt3/lib/RT/URI.pm:122) [Fri Feb 14 09:34:56 2003] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 95. (/opt/rt3/lib/RT.pm:220) [Fri Feb 14 09:34:56 2003] [warning]: Resolver RT::URI::fsck_com_rt could not parse 1675 (/opt/rt3/lib/RT/URI.pm:122) [Fri Feb 14 09:34:56 2003] [crit]: RT::Link::Loc Unimplemented in RT::Link. (/opt/rt3/lib/RT/Link_Overlay.pm line 116) (/opt/rt3/lib/RT.pm:226) > cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From kieran.barnes at stuartlawrence.com Fri Feb 14 05:34:41 2003 From: kieran.barnes at stuartlawrence.com (Kieran Barnes) Date: Fri, 14 Feb 2003 10:34:41 -0000 Subject: [rt-users] rt/qmail problems Message-ID: Hi guys, I have a problem with qmail delivering to the rt-mailgate program. I've searched the web and can't find anything relating to this. This is the log entry I get. "Can't_do_setuid". I figured it was permissions on the rt-mailgate program, and the qmail-queue not having access to it. @400000003e4cc6852add906c new msg 98740 @400000003e4cc6852adfb734 info msg 98740: bytes 1927 from qp 26736 uid 506 @400000003e4cc6852fa5e234 starting delivery 231: msg 98740 to local rt at support.stuartlawrence.com @400000003e4cc6852fa63054 status: local 1/10 remote 0/20 @400000003e4cc68535a8d2f4 delivery 231: deferral: Can't_do_setuid/ @400000003e4cc68535a924fc status: local 0/10 remote 0/20 My .qmail file reads | preline /opt/rt2/bin/rt-mailgate --queue general --action correspond So I tried doing a setuidgid to various users, root, rt and some others, but I still get an error "setuidgid:_fatal:_unable_to_setgid:_permission_denied/" @400000003e4cc65c12cc7a24 new msg 98739 @400000003e4cc65c12cebc44 info msg 98739: bytes 1927 from qp 26730 uid 506 @400000003e4cc65c18018bc4 starting delivery 230: msg 98739 to local rt at support.stuartlawrence.com @400000003e4cc65c1801d9e4 status: local 1/10 remote 0/20 @400000003e4cc65c18a68df4 delivery 230: deferral: setuidgid:_fatal:_unable_to_setgid:_permission_denied/ @400000003e4cc65c18a6c4a4 status: local 0/10 remote 0/20 My qmail file was | setuidgid root preline /opt/rt2/bin/rt-mailgate --queue general --action correspond Is this something to do with the permissions on the rt-mailgate? Any ideas on this? (Apologies for the auto-disclaimer)! -- Kieran Barnes IT Services Stuart Lawrence Group This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient please contact the sender immediately. Any disclosure, copying, distribution or any other use of this communication is strictly prohibitedand may be unlawful. Stuart Lawrence Marketing Communications Limited reserves the right to monitor and intercept communications for unlawful business purposes. This also confirms that this message has been swept for viruses, although Stuart Lawrence Marketing Communications Limited accepts no responsibility for any loss or damage resulting directly or indirectly from the use of this email or contents. From rainer at ultra-secure.de Fri Feb 14 06:41:00 2003 From: rainer at ultra-secure.de (Rainer Duffner) Date: Fri, 14 Feb 2003 12:41:00 +0100 Subject: [rt-users] Does RT have the notion of different =?iso-8859-1?Q?=22clients=22?= ? Message-ID: <20030214114100.12535.qmail@bsd.ultra-secure.de> Hi, I'd like to use RT to create a trouble-ticket system where different clients can have their completely seperate queues (in seperate domains). E.g. nobody should see each others queues etc. All in one instance of RT. I know this is probably not possible with RT2, but what about RT3 ? BTW: Is there a feature-list for RT3 vs. RT2 or something ? cheers, Rainer -- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Rainer Duffner Munich rainer at ultra-secure.de Germany http://www.i-duffner.de Freising ======================================== When shall we three meet again In thunder, lightning, or in rain? ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ From wash at wananchi.biz Fri Feb 14 11:04:57 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Fri, 14 Feb 2003 19:04:57 +0300 Subject: [rt-users] rt/qmail problems In-Reply-To: <18jdFh-000NWD-00@ns2.wananchi.com> References: <18jdFh-000NWD-00@ns2.wananchi.com> Message-ID: <20030214160457.GC68682@ns2.wananchi.com> * Kieran Barnes [20030214 13:39]: wrote: > Hi guys, > > I have a problem with qmail delivering to the rt-mailgate program. > I've searched the web and can't find anything relating to this. > > This is the log entry I get. "Can't_do_setuid". I figured it was permissions on the rt-mailgate program, and the qmail-queue not having access to it. > > @400000003e4cc65c12cc7a24 new msg 98739 > @400000003e4cc65c12cebc44 info msg 98739: bytes 1927 from qp 26730 uid 506 > @400000003e4cc65c18018bc4 starting delivery 230: msg 98739 to local rt at support.stuartlawrence.com > @400000003e4cc65c1801d9e4 status: local 1/10 remote 0/20 > @400000003e4cc65c18a68df4 delivery 230: deferral: setuidgid:_fatal:_unable_to_setgid:_permission_denied/ > @400000003e4cc65c18a6c4a4 status: local 0/10 remote 0/20 > > My qmail file was > | setuidgid root preline /opt/rt2/bin/rt-mailgate --queue general --action correspond > > > Is this something to do with the permissions on the rt-mailgate? > Any ideas on this? rt-mailgate for rt2 is setgid (chmod g+s rt-mailgate if it is not). The other important thing would be to verify that you have suidperl and that it is also setgid: beastie# cd /opt/rt2/bin/ beastie# ls -al total 85 drwxr-xr-x 2 root rt 512 Oct 5 13:26 . drwxr-xr-x 10 root wheel 512 Jan 14 18:52 .. -rwxr-xr-x 1 root rt 2395 Sep 21 10:39 escalator -rwxr-sr-x 1 root rt 5545 Oct 5 13:26 mason_handler.fcgi -rwxr-sr-x 1 root rt 4633 Oct 5 13:26 mason_handler.scgi -rwxr-sr-x 1 root rt 31395 Nov 18 14:09 rt -rwxr-sr-x 1 root rt 9122 Oct 5 13:26 rt-mailgate -rwxr-sr-x 1 root rt 23823 Oct 5 13:26 rtadmin -rwxr-xr-x 1 root rt 4736 Oct 5 13:26 webmux.pl cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From jesse at bestpractical.com Fri Feb 14 11:15:53 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 14 Feb 2003 11:15:53 -0500 Subject: [rt-users] rt2-rt3 (dumpfile-to-rt3) In-Reply-To: <18jcyX-000Lh1-00@ns2.wananchi.com> References: <18jcyX-000Lh1-00@ns2.wananchi.com> Message-ID: <20030214161553.GT31136@pallas.fsck.com> > [Fri Feb 14 09:34:56 2003] [crit]: RT::Link::Loc Unimplemented in RT::Link. (/opt/rt3/lib/RT/Link_Overlay.pm line 116) You've used a database tool to prune your RT database, but still left links to deleted tickets in the database. 2.1.72 should deal more gracefully (Loc should be loc in that line if you want to fix it yourself for the moment) -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From peterb at ucar.edu Fri Feb 14 11:34:23 2003 From: peterb at ucar.edu (Peter Burkholder) Date: Fri, 14 Feb 2003 09:34:23 -0700 Subject: [rt-users] rt 2-1-70 cannot edit global templates In-Reply-To: <20030214161004.29702.14572.Mailman@pallas.eruditorum.org>; from rt-users-request@lists.fsck.com on Fri, Feb 14, 2003 at 11:10:04AM -0500 References: <20030214161004.29702.14572.Mailman@pallas.eruditorum.org> Message-ID: <20030214093422.B10630@ucar.edu> Hi, I'm finding that in rt-2-1-70 that I can create new global templates, but if I try to modify either the original global templates or my new ones, I get the message (in RED): RT Error No Template Oh, I get the same error if I create and try to modify queue-specific templates. I'm logged in as root. Is this a bug or expected behavior? Is there a workaround? Thanks Peter -- Peter Burkholder, System Administrator Digital Library for Earth System Education (DLESE -- http://www.dlese.org) peterb at ucar.edu DLESE Program Center (DPC) ~~~ ~~ ~~~~ __o UCAR/DPC, P.O. Box 3000 Ph) 303-497-2663 ~~~ ~~~~ ~~ _`\<,_ Boulder, CO 80307-3000 Fx) 303-497-8336 ~~~~ ~~~ ~~~~ (*)/ (*) From darren at boston.com Fri Feb 14 11:42:58 2003 From: darren at boston.com (darren chamberlain) Date: Fri, 14 Feb 2003 11:42:58 -0500 Subject: [rt-users] rt 2-1-70 cannot edit global templates In-Reply-To: <20030214093422.B10630@ucar.edu> References: <20030214161004.29702.14572.Mailman@pallas.eruditorum.org> <20030214093422.B10630@ucar.edu> Message-ID: <20030214-addbced2f3fac6b4a4ee42f3a7f5b0c2@mail.boston.com> * Peter Burkholder [2003-02-14 11:38]: > I'm finding that in rt-2-1-70 that I can create new global templates, but if > I try to modify either the original global templates or my new ones, I get > the message (in RED): > RT Error > No Template John Sloan posted a patch for this a few days ago: *** Template.html.orig 2003-02-09 06:32:05.000000000 +0000 --- Template.html 2003-02-13 15:09:30.000000000 +0000 *************** *** 35,41 **** %if ($Create ) { % } else { ! % } %# hang onto the queue id --- 35,41 ---- %if ($Create ) { % } else { ! % } %# hang onto the queue id (darren) -- I have discovered that all human evil comes from this, man's being unable to sit still in a room. -- Blaise Pascal From js138 at eng.cam.ac.uk Fri Feb 14 11:49:05 2003 From: js138 at eng.cam.ac.uk (J. Sloan) Date: Fri, 14 Feb 2003 16:49:05 +0000 (GMT) Subject: [rt-users] rt 2-1-70 cannot edit global templates In-Reply-To: <20030214093422.B10630@ucar.edu> Message-ID: On Fri, 14 Feb 2003, Peter Burkholder wrote: > Hi, > > I'm finding that in rt-2-1-70 that I can create new global templates, but if > I try to modify either the original global templates or my new ones, I get > the message (in RED): > RT Error > No Template > > Oh, I get the same error if I create and try to modify queue-specific > templates. > > I'm logged in as root. > > Is this a bug or expected behavior? Is there a workaround? > > Thanks > > Peter It's a bug. To quote myself: http://lists.fsck.com/pipermail/rt-devel/2003-February/003059.html John From jesse at bestpractical.com Fri Feb 14 11:51:26 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 14 Feb 2003 11:51:26 -0500 Subject: [rt-users] rt 2-1-70 cannot edit global templates In-Reply-To: <20030214-addbced2f3fac6b4a4ee42f3a7f5b0c2@mail.boston.com> References: <20030214161004.29702.14572.Mailman@pallas.eruditorum.org> <20030214093422.B10630@ucar.edu> <20030214-addbced2f3fac6b4a4ee42f3a7f5b0c2@mail.boston.com> Message-ID: <20030214165126.GZ31136@pallas.fsck.com> fixed in 2.1.72 ;) On Fri, Feb 14, 2003 at 11:42:58AM -0500, darren chamberlain wrote: > * Peter Burkholder [2003-02-14 11:38]: > > I'm finding that in rt-2-1-70 that I can create new global templates, but if > > I try to modify either the original global templates or my new ones, I get > > the message (in RED): > > RT Error > > No Template > > John Sloan posted a patch for this a few days ago: > > *** Template.html.orig 2003-02-09 06:32:05.000000000 +0000 > --- Template.html 2003-02-13 15:09:30.000000000 +0000 > *************** > *** 35,41 **** > %if ($Create ) { > > % } else { > ! > % } > > %# hang onto the queue id > --- 35,41 ---- > %if ($Create ) { > > % } else { > ! > % } > > %# hang onto the queue id > > (darren) > > -- > I have discovered that all human evil comes from this, man's being > unable to sit still in a room. > -- Blaise Pascal > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From wash at wananchi.biz Fri Feb 14 11:59:57 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Fri, 14 Feb 2003 19:59:57 +0300 Subject: [rt-users] rt2-rt3 (dumpfile-to-rt3) In-Reply-To: <18jiTx-000FpU-00@ns2.wananchi.com> References: <18jcyX-000Lh1-00@ns2.wananchi.com> <18jiTx-000FpU-00@ns2.wananchi.com> Message-ID: <20030214165957.GG68682@ns2.wananchi.com> * Jesse Vincent [20030214 19:14]: wrote: > > > > [Fri Feb 14 09:34:56 2003] [crit]: RT::Link::Loc Unimplemented in RT::Link. (/opt/rt3/lib/RT/Link_Overlay.pm line 116) > > You've used a database tool to prune your RT database, but still left > links to deleted tickets in the database. 2.1.72 should deal more > gracefully (Loc should be loc in that line if you want to fix it > yourself for the moment) There are two instances of "Loc" in that file. Is it okay to change both to "loc"? Anyway, I guess I should just upgrade to 2.1.72 as I stand to lose nothing on the test box ;) Thank you. cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From jesse at bestpractical.com Fri Feb 14 13:51:51 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 14 Feb 2003 13:51:51 -0500 Subject: [rt-users] rt2-rt3 (dumpfile-to-rt3) In-Reply-To: <18jjBt-000Dqa-00@ns2.wananchi.com> References: <18jcyX-000Lh1-00@ns2.wananchi.com> <18jiTx-000FpU-00@ns2.wananchi.com> <18jjBt-000Dqa-00@ns2.wananchi.com> Message-ID: <20030214185151.GH31136@pallas.fsck.com> > There are two instances of "Loc" in that file. Is it okay to change both to "loc"? Correct. The only issue is that 2.1.72 isn't out yet ;) I have two more issues to resolve first. -j > Anyway, I guess I should just upgrade to 2.1.72 as I stand to lose nothing on > the test box ;) > > > Thank you. > > > > > cheers > - wash > +----------------------------------+-----------------------------------------+ > Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | > http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | > GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | > +---------------------------------+------------------------------------------+ > "Oh My God! They killed init! You Bastards!" > --from a /. post > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From shimi at shimi.net Sat Feb 15 16:00:51 2003 From: shimi at shimi.net (shimi) Date: Sat, 15 Feb 2003 23:00:51 +0200 (IST) Subject: [rt-users] Problem with installation of RT2. [mysql] Message-ID: Hi list! I've tried to install that god damn thing over the past few hours :) First of all I would like to say that this CPAN thing is amazing, although I did have some problem with the apache and mysql test suits. The apache failed where the wise script decided to load all the modules in httpd.conf, regardless wether the HAVE_MODULE has been in the compile options. That, of course, caused it to fail. That's how the conf was distributed in RH7.3. Anyways, I removed all the AddModules and it went fine. Next, the MySQL issue. The test didn't work either. I told it to connect to my DB host, but, he probably thought that he's much smarter than I am, and decided to go to the socket way, with, of course, no success, as there is no MySQL server running on this machine. After running MySQL especially on this machine with the databases exported via NFS, the test went fine. make testdeps - fine. make install started installing the databases... and.. uhm. [quote] Now populating database schema. Enter the mysql password for requesttracker: Creating database schema. DBD::mysql::st execute failed: Can't create table './requesttracker/#sql-266b_5da.frm' (errno: 140) at tools/initdb line 166, line 267. Problem with statement: CREATE UNIQUE INDEX Links1 ON Links (Base, Target, Type) Can't create table './requesttracker/#sql-266b_5da.frm' (errno: 140) at tools/initdb line 168, line 267. make: *** [initdb.rtuser] Error 255 [/quote] using the mysql client to connect to mysql: Your MySQL connection id is 3787 to server version: 4.0.4-beta anyone has any idea on what could be it? don't tell me it's the mysql... that would be really weird. any other software on earth that I have works fine there... -- Best regards, Shimi ---- "Outlook is a massive flaming horrid blatant security violation, which also happens to be a mail reader." "Sure UNIX is user friendly; it's just picky about who its friends are." From shimi at shimi.net Sat Feb 15 20:22:53 2003 From: shimi at shimi.net (shimi) Date: Sun, 16 Feb 2003 03:22:53 +0200 (IST) Subject: [rt-users] nevermind re. mysql issue. Message-ID: i bypassed it by changing the problematic sql statement and removing the third argument, and then it worked. i hope it will not cause any troubles. the system works fine including the web interface :) -- Best regards, Shimi ---- "Outlook is a massive flaming horrid blatant security violation, which also happens to be a mail reader." "Sure UNIX is user friendly; it's just picky about who its friends are." From wagner at sazza.de Sun Feb 16 04:09:28 2003 From: wagner at sazza.de (Frank Wagner) Date: Sun, 16 Feb 2003 10:09:28 +0100 Subject: [rt-users] rt install error In-Reply-To: <2442.65.198.68.222.1044985883.squirrel@www.wingfoot.org> References: <3E47FC9D.9030601@sazza.de> <20030211051835.GD51094@ns2.wananchi.com> <3E488839.5020406@sazza.de> <20030211154630.GR51094@ns2.wananchi.com> <3E491D08.4010408@sazza.de> <2442.65.198.68.222.1044985883.squirrel@www.wingfoot.org> Message-ID: <3E4F5548.8080503@sazza.de> Glenn Sieb wrote: > Frank Wagner said: > >>>>>Try changing that to #!/bin/bash >>>> >>>>Does not change it. Sorry. I'have tried that. > > Can you tell us the output of: > > which bash > and > which sh well, i found the problem. it was because mysqladmin was not in the path. it was under /usr/local/bin and not under /usr/bin and mysql ist under /usr/bin. so the path in the makefile was always not correct. but realy strange, the it just said, command not found and nothing else. but thanks for your help. rt is a great powerfull system. :) Frank From binand at gmx.net Mon Feb 17 02:09:50 2003 From: binand at gmx.net (Binand Raj S.) Date: Mon, 17 Feb 2003 12:39:50 +0530 Subject: [rt-users] Duplicate tickets? Message-ID: <20030217070950.GA3023@binand.cysphere.com> Hi, Someone showed me this: tickets=# select * from tickets where id=10245; id | effectiveid | queue | type | issuestatement | resolution | owner | subject | initialpriority | finalpriority | priority | status | timeworked | timeleft | told | starts | started | due | resolved | lastupdatedby | lastupdated | creator | created | disabled -------+-------------+-------+--------+----------------+------------+-------+----------------------+-----------------+---------------+----------+----------+------------+----------+------------------------+------------------------+------------------------+------------------------+------------------------+---------------+------------------------+---------+------------------------+---------- 10245 | 10245 | 1 | ticket | | | 9 | xxxxxxx DNS problem. | 0 | 10 | 0 | resolved | 0 | 0 | 2003-02-06 08:38:20-05 | 1969-12-31 19:00:00-05 | 2003-02-05 08:56:46-05 | 2003-02-12 02:09:11-05 | 2003-02-06 08:38:20-05 | 9 | 2003-02-06 08:38:21-05 | 85 | 2003-02-05 02:09:11-05 | 0 10245 | 10245 | 1 | ticket | | | 9 | xxxxxxx DNS problem. | 0 | 10 | 0 | open | 0 | 0 | 2003-02-05 09:55:30-05 | 1969-12-31 19:00:00-05 | 2003-02-05 08:56:46-05 | 2003-02-12 02:09:11-05 | | 9 | 2003-02-05 09:55:30-05 | 85 | 2003-02-05 02:09:11-05 | 0 (2 rows) (Sorry for the formatting). It seems there were two tickets with the same ID. Can anyone point out why this could have happened? My installation is a default one, RedHat 7.3 + RT 2.0.15 + Apache 1.3.27 + RHDB 2.1 (Postgres 7.2.3). Unfortunately, this happened a few days ago while I was on vacation, and the admin who noticed this just deleted the duplicate record/ticket. Binand From rehan at nha.co.za Mon Feb 17 05:35:31 2003 From: rehan at nha.co.za (Rehan van der Merwe) Date: 17 Feb 2003 12:35:31 +0200 Subject: [rt-users] Tickets.Disabled Message-ID: <1045478130.14690.52.camel@localhost.localdomain> Hi everyone, Can anyone tell me what the "Ticket.Disabled" field is for? I guessed that it could have something to do with killing tickets, but killing tickets on my machine does nothing to this value. In fact, they are all set to the default '0'; I am looking for a way to lock a ticket so it cannot be modified anymore. Any ideas? Rehan van der Merwe Neil Harvey & Associates From kieran.barnes at stuartlawrence.com Mon Feb 17 07:58:04 2003 From: kieran.barnes at stuartlawrence.com (Kieran Barnes) Date: Mon, 17 Feb 2003 12:58:04 -0000 Subject: [rt-users] rt/qmail problems Message-ID: Hi, Thanks for your response. I've checked all my permissions again, they seem to fine, drwxr-xr-x 2 root rt 4096 Feb 12 15:04 . drwxr-xr-x 9 httpd rt 4096 Feb 11 11:58 .. -rwxr-sr-x 1 root rt 5545 Feb 12 15:04 mason_handler.fcgi -rwxr-sr-x 1 root rt 4633 Feb 12 15:04 mason_handler.scgi -rwxr-sr-x 1 root rt 31392 Feb 12 15:04 rt -rwxr-sr-x 1 root rt 23823 Feb 12 15:04 rtadmin -rwxr-sr-x 1 root rt 9122 Feb 12 15:04 rt-mailgate -rwxr-xr-x 1 root rt 4736 Feb 12 15:04 webmux.pl One thing I have noticed, is that suidperl isn't available. I am running Redhat 8 which ships with perl 5.8.0, from doing some research on the web, suidperl is deprecated in this release. Is suidperl a requirement for rt2/qmail to work? -----Original Message----- From: Odhiambo Washington [mailto:wash at wananchi.biz] Sent: 14 February 2003 16:05 To: Kieran Barnes Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] rt/qmail problems * Kieran Barnes [20030214 13:39]: wrote: > Hi guys, > > I have a problem with qmail delivering to the rt-mailgate program. > I've searched the web and can't find anything relating to this. > > This is the log entry I get. "Can't_do_setuid". I figured it was permissions on the rt-mailgate program, and the qmail-queue not having access to it. > > @400000003e4cc65c12cc7a24 new msg 98739 > @400000003e4cc65c12cebc44 info msg 98739: bytes 1927 from qp 26730 uid 506 > @400000003e4cc65c18018bc4 starting delivery 230: msg 98739 to local rt at support.stuartlawrence.com > @400000003e4cc65c1801d9e4 status: local 1/10 remote 0/20 > @400000003e4cc65c18a68df4 delivery 230: deferral: setuidgid:_fatal:_unable_to_setgid:_permission_denied/ > @400000003e4cc65c18a6c4a4 status: local 0/10 remote 0/20 > > My qmail file was > | setuidgid root preline /opt/rt2/bin/rt-mailgate --queue general --action correspond > > > Is this something to do with the permissions on the rt-mailgate? > Any ideas on this? rt-mailgate for rt2 is setgid (chmod g+s rt-mailgate if it is not). The other important thing would be to verify that you have suidperl and that it is also setgid: beastie# cd /opt/rt2/bin/ beastie# ls -al total 85 drwxr-xr-x 2 root rt 512 Oct 5 13:26 . drwxr-xr-x 10 root wheel 512 Jan 14 18:52 .. -rwxr-xr-x 1 root rt 2395 Sep 21 10:39 escalator -rwxr-sr-x 1 root rt 5545 Oct 5 13:26 mason_handler.fcgi -rwxr-sr-x 1 root rt 4633 Oct 5 13:26 mason_handler.scgi -rwxr-sr-x 1 root rt 31395 Nov 18 14:09 rt -rwxr-sr-x 1 root rt 9122 Oct 5 13:26 rt-mailgate -rwxr-sr-x 1 root rt 23823 Oct 5 13:26 rtadmin -rwxr-xr-x 1 root rt 4736 Oct 5 13:26 webmux.pl cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient please contact the sender immediately. Any disclosure, copying, distribution or any other use of this communication is strictly prohibitedand may be unlawful. Stuart Lawrence Marketing Communications Limited reserves the right to monitor and intercept communications for unlawful business purposes. This also confirms that this message has been swept for viruses, although Stuart Lawrence Marketing Communications Limited accepts no responsibility for any loss or damage resulting directly or indirectly from the use of this email or contents. From geri at the-men-zone.org Mon Feb 17 08:42:17 2003 From: geri at the-men-zone.org (Geri F.) Date: Mon, 17 Feb 2003 14:42:17 +0100 Subject: [rt-users] rt-2-1-69 - mailgate woes Message-ID: <5.2.0.9.2.20030217142341.03075ef0@mail.the-men-zone.org> hi folks, just installed the rt2-1-69 on my freebsd. via the web-interface everything is running well, except i try to use the mailgate app ! nor if i try to update my ticket via email, i get follow message in my postfix log: <<, relay=local, delay=1, status=deferred (temporary failure. Command output: An Error Occurred ================= 500 Internal Server Error ) >>>> i also enabled the rt-logfile variable for debugging, but i don't get any error-messages :-( (LogFile is set to debug) i'm wondering how i can enable any useful kind of debugging ? (rt2 is running fine on the same host) thanks in advance geri /rt3 newbie From jesse at bestpractical.com Mon Feb 17 15:12:20 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 17 Feb 2003 15:12:20 -0500 Subject: [rt-users] rt-2-1-69 - mailgate woes In-Reply-To: <5.2.0.9.2.20030217142341.03075ef0@mail.the-men-zone.org> References: <5.2.0.9.2.20030217142341.03075ef0@mail.the-men-zone.org> Message-ID: <20030217201220.GB31136@pallas.fsck.com> You might want to have a look at your apache error log, as well as your system's "syslog" On Mon, Feb 17, 2003 at 02:42:17PM +0100, Geri F. wrote: > hi folks, > > just installed the rt2-1-69 on my freebsd. > via the web-interface everything is running well, except i try to use the > mailgate app ! > nor if i try to update my ticket via email, i get follow message in my > postfix log: > > > << Feb 17 14:30:22 tw0f8sh postfix/local[32206]: AFA8EA79CF: > to=, > relay=local, delay=1, status=deferred (temporary failure. > Command output: An Error Occurred ================= 500 Internal Server > Error ) > >>>> > > i also enabled the rt-logfile variable for debugging, but i don't get any > error-messages :-( > (LogFile is set to debug) > > i'm wondering how i can enable any useful kind of debugging ? > (rt2 is running fine on the same host) > > > > thanks in advance > geri > /rt3 newbie > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 nsb at ceh.ac.uk Mon Feb 17 16:04:11 2003 From: nsb at ceh.ac.uk (Nicolas Bertrand) Date: Mon, 17 Feb 2003 21:04:11 +0000 Subject: [rt-users] Installing RT on MacOSX Guide Message-ID: <5D2EE9F2-42BB-11D7-A219-0003936E43EC@ceh.ac.uk> Hi I have attached an old pdf document describing the installation of RT2 on MacOSX. It is somewhat dated as it does not cover OSX v.10.2.x nor it exactly well written :-) However, I hope at least somebody finds it useful. Thanks for developing such a great ticketing system. Nicolas ------------------------------------------------- Nicolas Bertrand Unix and GRID Support Centre for Ecology and Hydrology Oxford ------------------------------------------------- -------------- next part -------------- A non-text attachment was scrubbed... Name: 229384 Type: application/octet-stream Size: 168405 bytes Desc: not available URL: From geri at the-men-zone.org Tue Feb 18 02:27:06 2003 From: geri at the-men-zone.org (Geri F.) Date: Tue, 18 Feb 2003 08:27:06 +0100 Subject: [rt-users] rt-2-1-69 - mailgate woes In-Reply-To: <20030217201220.GB31136@pallas.fsck.com> References: <5.2.0.9.2.20030217142341.03075ef0@mail.the-men-zone.org> <5.2.0.9.2.20030217142341.03075ef0@mail.the-men-zone.org> Message-ID: <5.2.0.9.2.20030218082451.00b925f8@mail.the-men-zone.org> hi , i did that already - nothing at all (was the 1st thing i did, so is it possible to debug the mailgate ?) cheers, geri At 15:12 17.02.2003 -0500, Jesse Vincent wrote: >You might want to have a look at your apache error log, as well as >your system's "syslog" > > >On Mon, Feb 17, 2003 at 02:42:17PM +0100, Geri F. wrote: > > hi folks, > > > > just installed the rt2-1-69 on my freebsd. > > via the web-interface everything is running well, except i try to use the > > mailgate app ! > > nor if i try to update my ticket via email, i get follow message in my > > postfix log: > > > > > > << > Feb 17 14:30:22 tw0f8sh postfix/local[32206]: AFA8EA79CF: > > to=, > > relay=local, delay=1, status=deferred (temporary failure. > > Command output: An Error Occurred ================= 500 Internal Server > > Error ) > > >>>> > > > > i also enabled the rt-logfile variable for debugging, but i don't get any > > error-messages :-( > > (LogFile is set to debug) > > > > i'm wondering how i can enable any useful kind of debugging ? > > (rt2 is running fine on the same host) > > > > > > > > thanks in advance > > geri > > /rt3 newbie > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > >-- >???|??? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From wash at wananchi.biz Tue Feb 18 02:52:30 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Tue, 18 Feb 2003 10:52:30 +0300 Subject: [rt-users] rt-2-1-69 - mailgate woes In-Reply-To: <18klZS-0004Xb-00@ns2.wananchi.com> References: <18klZS-0004Xb-00@ns2.wananchi.com> Message-ID: <20030218075230.GG71916@ns2.wananchi.com> * Geri F. [20030217 16:44]: wrote: > hi folks, > > just installed the rt2-1-69 on my freebsd. > via the web-interface everything is running well, except i try to use the > mailgate app ! > nor if i try to update my ticket via email, i get follow message in my > postfix log: > > > << Feb 17 14:30:22 tw0f8sh postfix/local[32206]: AFA8EA79CF: > to=, > relay=local, delay=1, status=deferred (temporary failure. > Command output: An Error Occurred ================= 500 Internal Server > Error ) > >>>> > > i also enabled the rt-logfile variable for debugging, but i don't get any > error-messages :-( > (LogFile is set to debug) > > i'm wondering how i can enable any useful kind of debugging ? > (rt2 is running fine on the same host) ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ That is one clue [3] I have a few guesses to make. I have run rt2 and rt3 on FreeBSD. I do use Exim as MTA so I amy be wrong about Postfix. BTW, how do run in address test mode for postfix? In exim, I can do exim -bt addr at domain and it it will tell me something. When I add debug, I get even more info. 1. Did you do newaliases after adding the entries for rt3 in your aliases file? 2. Try this: Create a sample mail file. cat < To: rt-users at lists.fsck.com Date: Mon, 17 Feb 2003 14:42:17 +0100 Subject: [rt-users] rt-2-1-69 - mailgate woes X-Mailer: QUALCOMM Windows Eudora Version 5.2.0.9 hi folks, dadadada...blah..blah..blah..yuk..yuk..yuk..do-re-mi-fa-so-la-ti-doh EOF cd /path/to/rt3/bin ./rt-mailgate --queue YOURQUEUENAME --action correspond --url http://YOUR_RT_URL/ < mailfile What message does it give at that point??? 3. How are you running the two RTs? My understanding is that it's not possible to run the two using modperl from one instance of apache. You have to either run then using fastcgi or using different instanced of apache (say, another apache listening on a port other than your standard port). I hope that gives you a few clues. cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From bpanizzon at iphpa.ch Tue Feb 18 03:20:58 2003 From: bpanizzon at iphpa.ch (Panizzon Benoit) Date: Tue, 18 Feb 2003 09:20:58 +0100 Subject: [rt-users] No recipients found. Not sending. Message-ID: <3EA878A43F106949B62EAB87820773D408F860@iphsrv02.iphpa.ch> Hi All I've set up rt2 2.0.15 (have been using 2.0.9 before) but now I seam not to be able to send email on actions like correspond or resolve. Ticktes get created when submited by email and the default autoreply is sent, but that's it. In another email I read about creating 'watchers' so I tryed that too, but no result. Here's the debug log: [Tue Feb 18 08:15:32 2003] [debug]: RT::Transaction=HASH(0x8e00b7c): Checking condition OnCorrespond... [Tue Feb 18 08:15:32 2003] [debug]: RT::Transaction=HASH(0x8e00b7c): Matches condition OnCorrespond... [Tue Feb 18 08:15:32 2003] [debug]: now requiring RT::Action::Notify [Tue Feb 18 08:15:32 2003] [debug]: RT::Action::Notify=HASH(0x8e6135c): To is bpanizzon at iphpa.ch [Tue Feb 18 08:15:32 2003] [debug]: RT::Action::Notify=HASH(0x8e6135c): Cc is [Tue Feb 18 08:15:32 2003] [debug]: RT::Action::Notify=HASH(0x8e6135c): Bcc is [Tue Feb 18 08:15:32 2003] [debug]: RT::Transaction=HASH(0x8e00b7c): Prepared NotifyRequestors [Tue Feb 18 08:15:32 2003] [debug]: RT::Action::Notify=HASH(0x8e6135c): No recipients found. Not sending. [Tue Feb 18 08:15:32 2003] [debug]: RT::Transaction=HASH(0x8e00b7c): Committed NotifyRequestors Any hint what's gone wrong? Benoit Panizzon From kamara at eahd.or.ug Tue Feb 18 03:31:57 2003 From: kamara at eahd.or.ug (Kamara Eric R-M) Date: Tue, 18 Feb 2003 11:31:57 +0300 (EAT) Subject: [rt-users] System error in rt-2-1-69 Message-ID: Hi all, I have been trying to install rt-2-1-69 but I can't access it via the web interface.When I try to access it I get the login page and on trying to login i get the following error: error: Can't locate object method "ClausesToSQL" via package "RT::Tickets" at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 1931. context: ... error: Can't locate object method "ClausesToSQL" via package "RT::Tickets" at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 1931. context: ... 1927: #print Dumper($data); 1928: push @{$clause{$field}}, $data; 1929: } 1930: 1931: my $sql =$self->ClausesToSQL(\%clause); 1932: # print "SQL is $sql\n"; 1933: 1934: $self->FromSQL($sql); 1935: ... code stack: /usr/local/rt3/lib/RT/Tickets_Overlay.pm:1931 /usr/local/rt3/lib/RT/Tickets_Overlay.pm:1722 /usr/local/rt3/share/html/Elements/MyTickets:36 /usr/local/rt3/share/html/index.html:32 /usr/local/rt3/share/html/autohandler:162 can anyone help me please? Regards, Eric From martin.schapendonk at whitehorses.nl Tue Feb 18 03:47:04 2003 From: martin.schapendonk at whitehorses.nl (Martin Schapendonk) Date: Tue, 18 Feb 2003 09:47:04 +0100 Subject: [rt-users] No recipients found. Not sending. In-Reply-To: <3EA878A43F106949B62EAB87820773D408F860@iphsrv02.iphpa.ch> Message-ID: Hi, Did you only add yourself as a watcher? RT does not send email to the person performing the action, that may be the cause. Do you still have the same problem if you add someone else as a watcher on the queue? Regards, Martin From geri at the-men-zone.org Tue Feb 18 11:13:45 2003 From: geri at the-men-zone.org (Geri F.) Date: Tue, 18 Feb 2003 17:13:45 +0100 Subject: [rt-users] rt-2-1-69 - mailgate woes Message-ID: <5.2.0.9.2.20030218165414.02e26fd0@mail.the-men-zone.org> hi, thanks for the hints ! it's working now, i think it was because the var/mason_data/cache was not writeable for the apache-user ! (funny, because via the webfrontend i could update the ticket without any issues, i also saw the history, but if i clicked explicit on the history button, i got the permission errors for the mason dir - strange) after changing the permissions, everything runs well. thank you, cheers geri >I have a few guesses to make. I have run rt2 and rt3 on FreeBSD. I do use >Exim as MTA >so I amy be wrong about Postfix. BTW, how do run in address test mode for >postfix? In >exim, I can do exim -bt addr at domain and it it will tell me something. When >I add debug, >I get even more info. > >1. Did you do newaliases after adding the entries for rt3 in your aliases >file? > >2. Try this: > Create a sample mail file. > > >cat < >From: "Geri F." >To: rt-users at lists.fsck.com >Date: Mon, 17 Feb 2003 14:42:17 +0100 >Subject: [rt-users] rt-2-1-69 - mailgate woes >X-Mailer: QUALCOMM Windows Eudora Version 5.2.0.9 > >hi folks, >dadadada...blah..blah..blah..yuk..yuk..yuk..do-re-mi-fa-so-la-ti-doh > >EOF > > cd /path/to/rt3/bin > ./rt-mailgate --queue YOURQUEUENAME --action correspond --url > http://YOUR_RT_URL/ < mailfile > > >What message does it give at that point??? > > >3. How are you running the two RTs? My understanding is that it's not possible > to run the two using modperl from one instance of apache. You have to > either > run then using fastcgi or using different instanced of apache (say, > another > apache listening on a port other than your standard port). > >I hope that gives you a few clues. > > > > cheers > - wash >+----------------------------------+-----------------------------------------+ >Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | >http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | >GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | >+---------------------------------+------------------------------------------+ >"Oh My God! They killed init! You Bastards!" > --from a /. post From tom at redpepperracing.com Tue Feb 18 12:21:32 2003 From: tom at redpepperracing.com (Tom Lichti) Date: Tue, 18 Feb 2003 12:21:32 -0500 Subject: [rt-users] Getting current record number in report using Weekly.html Message-ID: <56269090.1045570892@[10.10.20.171]> SO, I have been hacking away at the 'Weekly.html' report that is in the rt-addons directory, and I am SO close to getting it to do what I want, but I am stuck on one thing. I need to get the current record number, since I want to do something different for the first record, versus the rest, so I would like to do something like the following: if first_record do something else do something different endif The area of code I am looking at is here: %while (my $trans = $transes->Next) { % if ($trans->Type =~ /Create|Comment|Correspond/) { <%$transes->Count%>
<%$trans->Created%> <%$trans->Type%> by: <%$trans->CreatorObj->RealName%>

<%$trans->Content%>
% } % } % } As you can see, I can get the total number of records with the $transes->Count, but I can't seem to get the current record number. I assume from looking at the SearchBuilder.pm that it is related to _ItemCounter, but I can't seem to grok how to achieve it. I have tried changing the above to $transes->ItemCounter, and variations. I am NOT a developer, just a bad hacker. I know some perl, and I have pretty much understood most of what is going on there, but I just can't seem to make the next connection. If someone can give me a pointer or two as to what I am missing, I would greatly appreciate it. Thanks Tom From darren at boston.com Tue Feb 18 13:03:46 2003 From: darren at boston.com (darren chamberlain) Date: Tue, 18 Feb 2003 13:03:46 -0500 Subject: [rt-users] Getting current record number in report using Weekly.html In-Reply-To: <56269090.1045570892@[10.10.20.171]> References: <56269090.1045570892@[10.10.20.171]> Message-ID: <20030218-e4cecc20ed9d1114c65c375d3e532471@mail.boston.com> * Tom Lichti [2003-02-18 12:23]: > I need to get the current record number, since I want to do something > different for the first record, versus the rest [-- snip --] > The area of code I am looking at is here: > %while (my $trans = $transes->Next) { > % if ($trans->Type =~ /Create|Comment|Correspond/) { > <%$transes->Count%> >
> <%$trans->Created%> <%$trans->Type%> by: <%$trans->CreatorObj->RealName%> >
>
<%$trans->Content%>
>
> % } > % } Try something like: % my $transaction_number = 1; % while (my $trans = $transes->Next) { % if ($transaction_number == 1) { % # Do you first transaction stuff % } % $transaction_number++; % if ($trans->Type =~ /Create|Comment|Correspond/) { <%$transes->Count%>
<%$trans->Created%> <%$trans->Type%> by: <%$trans->CreatorObj->RealName%>
<%$trans->Content%>
% } % } $transaction_number is 1 only the first time through. (darren) -- Your only obligation in any lifetime is to be true to yourself. Being true to anyone else or anything else is ... impossible. -- Richard Bach From geri at the-men-zone.org Tue Feb 18 13:09:35 2003 From: geri at the-men-zone.org (Geri F.) Date: Tue, 18 Feb 2003 19:09:35 +0100 Subject: [rt-users] another rt-2-1-69 question/woes.... Message-ID: <5.2.0.9.2.20030218185840.02e2fc78@mail.the-men-zone.org> hi guys, i see a lot of error-messages in my apache-logs & rt.log , always the same error. (everytime i access the history) >> [Tue Feb 18 17:56:53 2003] [warning]: Use of uninitialized value in length at /usr/local/lib/perl5/site_perl/5.8.0/Text/Quoted.pm line 230. (/opt/apps/rt3/lib/RT.pm:220) << Qupoted.pm, line 230: $firstfrom = length($line->{raw}) - length($line->{text}); Any ideas ? cheers, geri ..still rt3 newbie From jesse at bestpractical.com Tue Feb 18 14:00:31 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 18 Feb 2003 14:00:31 -0500 Subject: [rt-users] another rt-2-1-69 question/woes.... In-Reply-To: <5.2.0.9.2.20030218185840.02e2fc78@mail.the-men-zone.org> References: <5.2.0.9.2.20030218185840.02e2fc78@mail.the-men-zone.org> Message-ID: <20030218190031.GZ31136@pallas.fsck.com> If you intend to be playing with RT 2.1.x point releases, you should probably be subscribed to rt-devel, where you'll see announcements of each point release as it hits. RT 2.1.74 has smoothed over a large number of issues since 2.1.69 was released several weeks ago. -j On Tue, Feb 18, 2003 at 07:09:35PM +0100, Geri F. wrote: > hi guys, > > i see a lot of error-messages in my apache-logs & rt.log , always the same > error. > (everytime i access the history) > > >> > [Tue Feb 18 17:56:53 2003] [warning]: > Use of uninitialized value in length at > /usr/local/lib/perl5/site_perl/5.8.0/Text/Quoted.pm line 230. > (/opt/apps/rt3/lib/RT.pm:220) > << > > Qupoted.pm, line 230: > $firstfrom = length($line->{raw}) - length($line->{text}); > > > Any ideas ? > > cheers, > geri > ..still rt3 newbie > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 darren at boston.com Tue Feb 18 13:59:18 2003 From: darren at boston.com (darren chamberlain) Date: Tue, 18 Feb 2003 13:59:18 -0500 Subject: [rt-users] another rt-2-1-69 question/woes.... In-Reply-To: <5.2.0.9.2.20030218185840.02e2fc78@mail.the-men-zone.org> References: <5.2.0.9.2.20030218185840.02e2fc78@mail.the-men-zone.org> Message-ID: <20030218-2847402fff38931d76a041f95d96b8de@mail.boston.com> * Geri F. [2003-02-18 13:53]: > i see a lot of error-messages in my apache-logs & rt.log , always the > same error. (everytime i access the history) This is a warning, not an error; you can safely ignore it. Perl will treat the undefined variable 0, which looks like the Right Thing To Do in this case. > Qupoted.pm, line 230: > $firstfrom = length($line->{raw}) - length($line->{text}); If it really bugs you, change that line to: $firstfrom = length(defined $line->{raw} ? $line->{raw} : 0) - length(defined $line->{text} ? $line->{text} : 0); (darren) -- Going to church does not make a person religious, nor does going to school make a person educated, any more than going to a garage makes a person a car. From david.w.snyder at yale.edu Tue Feb 18 14:22:51 2003 From: david.w.snyder at yale.edu (David Snyder) Date: Tue, 18 Feb 2003 14:22:51 -0500 Subject: [rt-users] Importing data from Keystone? Message-ID: <5F6BB852-4376-11D7-8574-0003934E5FFE@yale.edu> Does anyone have any scripts/tools/etc. for migrating data from Keystone to RT? I notice that Stonekeep consulting is recommending RT on their website as a replacement for Keystone (see http://www.stonekeep.com/other_projects.html ), but I haven't been able to find any migration tools yet. Thanks, David _____________________ David W. Snyder Yale WebTeam, ITS/Academic Media & Technology 203-436-4367 http://www.yale.edu/webmaster From Robert.Grasso at cedrat.com Wed Feb 19 04:11:22 2003 From: Robert.Grasso at cedrat.com (Robert Grasso) Date: Wed, 19 Feb 2003 10:11:22 +0100 Subject: [rt-users] editing ticket ? Message-ID: Hello, I am running RT v2.0.15 on RedHat 7.2. I have a request from our support staff : sometimes they would like to correct a mistake - might be a simple spelling mistake - within comments within an already stored ticket. Is there a means to edit the body, not adding new text to the existing ticket (without diving into the mysql data directly) ? I searched the list without success ... .-. 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 k.buckley at lancaster.ac.uk Wed Feb 19 05:04:32 2003 From: k.buckley at lancaster.ac.uk (Kev Buckley) Date: Wed, 19 Feb 2003 10:04:32 +0000 (GMT) Subject: [rt-users] 2.0 add-ons - Enhanced mailgate: enhancement Message-ID: > Kev, > Thanks for the patch and the writeup. I'd recommend you send > this to rt-users at lists.fsck.com and rt-2.0-addons at fsck.com, if > you're up for it, so others can see the fruits of your labor. > > Thanks! > > Jesse > > > On Tue, Feb 18, 2003 at 05:55:57PM +0000, Kev Buckley wrote: Hello Jesse Vincent, A bit of background, Folk at Lancaster University's Computer Centre, mainly the networking group but numbers are growing, have recently started using RT in earnest. Previously we had had Remedy thrust upon us by management who were, we can only assume, impressed with how much it cost. One of my (me being a bit of a luddite) main gripes with that product was that one couldn't act on or resolve tickets via email, web interfaces being all well and good but by no means ideal in every situation. Anyway, I'd been told that RT allowed this and so things looked promising. Of course, when it came to the crunch, our networking folk didn't put the enhanced mailgateway into their installation so I was forced to set up my own one in order to try email interaction out there. As I /played with it/investigated it/ (delete as experience dictates), in another knock to my luddite tendencies, I discovered that were I to use an pgp-unaware mailer and simply include plaintext signed stuff, I would need to muck about with the exim (did I say we use exim as our MTA, we do) config. Ok, it was suggested to me that if we were ever going to get this functionality accepted on a live system, it didn't seem a great idea to have every message arriving at the box hosting RT being checked for plaintext PGP content and ferkeling the headers, so I set out to add the functionality into the gateway itself. Find down below what I think does the necessary. I've included both a diff-u and the full file in case there is some discrepancy between what I started with. I have added another routine similar to GetCurrentUserFromPGPSignature called, GetCurrentUserFromPGPSignedBody which does (or appears to do) what it says it does. There may be some redundancy across the two routines, I'll try and investigate that. I also discovered that the usage of MailError (with its default loglevel of 'crit') to inform folk that commands inside of a PGP wrapper have been carried out, appears to cause the MTA to believe it hasn't suceeded in delivering the message OK, and so the user gets both a "Your commands have been executed" message and a "I couldn't deliver your message" message which, as you might expect, caused some confusion at first. It is, to be sure, an "early release", and may be in need of some reality checks and the like (eg, I set it up so that $Action=action is defined at entry to the gateway but this isn't checked for, so every message passes through the "SignedBody" call) but so far it has done what I expected it to do. Whatever, I hope it might be of some use to you, and if you do get a chance to try it out and/or comment, I'd be interested to hear your thoughts - even if they are "don't send me this again !" As well as testing it through an MTA that passes the correct arguments to the gateway, I tested from the command line in a similar fashion to this cat plaintext-signed-mail | | /usr/local/packages/rt2/bin/rt-enhanced-mailgate.local --queue queue1 --action action where plaintext-signed-mail consists of the usual mailheaders and then in the body, stuff like this RT-Ticket: 18 RT-Status: resolved which was run thorugh pgp -sta to create the PGP wrapping. All the best, Kevin -- Regards, ---------------------------------------------------------------------- * Kevin M. Buckley e-mail: K.Buckley at lancaster.ac.uk * * * * Systems Administrator * * Computer Centre * * Lancaster University Voice: +44 (0) 1524 5 93718 * * LANCASTER. LA1 4YW Fax : +44 (0) 1524 5 25113 * * England. * * * * My PC runs Linux/GNU, you still computing the Bill Gate$' way ? * ---------------------------------------------------------------------- Output from cvs diff -u ------8<------8<------8<------8<------8<------8<------8<------8<------ Index: rt-enhanced-mailgate.local =================================================================== RCS file: /export/cvsroot/Kevin/RT/exim/rt-enhanced-mailgate.local,v retrieving revision 1.1 retrieving revision 1.14 diff -u -r1.1 -r1.14 --- rt-enhanced-mailgate.local 14 Feb 2003 15:37:47 -0000 1.1 +++ rt-enhanced-mailgate.local 17 Feb 2003 18:16:14 -0000 1.14 @@ -1,7 +1,7 @@ #!/usr/bin/perl -w ### KMB Lancaster ### -# $Id: rt-enhanced-mailgate.local,v 1.1 2003/02/14 15:37:47 kevin Exp $ +# $Id: rt-enhanced-mailgate.local,v 1.14 2003/02/17 18:16:14 kevin Exp $ ### KMB Lancaster ### # was # %Header: /raid/cvsroot/rt-addons/enhanced-mailgate,v 1.9 2001/11/13 04:25:29 jesse Exp % @@ -22,7 +22,7 @@ # KEYIDIR should point to the directory containing a pubring.gpg # for gpg to use as its authentication database -$KEYDIR = "/opt/rt2/etc/gnupg"; +$KEYDIR = "/usr/local/packages/rt2/etc/gnupg"; # If you turn on the $PermitReplayAttacks flag in enhanced-mailgate, RT will # treat @@ -32,8 +32,8 @@ $PermitReplayAttacks = 0; -use lib "/opt/rt2/lib"; -use lib "/opt/rt2/etc"; +use lib "/usr/local/packages/rt2/lib"; +use lib "/usr/local/packages/rt2/etc"; use RT::Interface::Email qw(CleanEnv LoadConfig DBConnect @@ -120,6 +120,11 @@ } +unless ($CurrentUser) { + ($CurrentUser, $CurrentUserAuth) = + GetCurrentUserFromPGPSignedBody($entity, $ErrorsTo); +} + # Get us a current user object, if we couldn't validate the sig # or there was no sig unless ($CurrentUser) { @@ -128,9 +133,6 @@ } - - - my $MessageId = $head->get('Message-Id') || ""; @@ -213,6 +215,7 @@ # {{{ If we don't have a ticket Id, we're creating a new ticket # {{{ if we're processing an action + if ($Action =~ /action/i) { #Get pseudo headers out of the message body before we go there. @@ -220,10 +223,16 @@ if ($CurrentUserAuth eq 'pgp-signature') { my $ResultsMessage = ActOnPseudoHeaders($TicketId, $PseudoHeaders); + +# Leaving this MailError in as was (implies LogLevel => 'crit') +# causes the gateway to return in such a way that Exim thinks it has +# failed and generates a not-delivered message for the aliased address + MailError( To => $ErrorsTo, Subject => "RT has proccessed your commands", Explanation => $ResultsMessage, - MIMEObj => $entity->parts(0) + MIMEObj => $entity->parts(0), + LogLevel => 'warning' ); } else { @@ -322,7 +331,6 @@ $RT::Logger->crit("$Action aliases require a TicketId to work on ". "(from ".$CurrentUser->UserObj->EmailAddress.") ". $MessageId); - return(); } } @@ -360,6 +368,7 @@ # If the message is correspondence, add it to the ticket elsif ($Action =~ /correspond/i) { + my $Ticket = RT::Ticket->new($CurrentUser); $Ticket->Load($TicketId); $Ticket->Open; #TODO: Don't open if it's alreadyopen @@ -390,16 +399,41 @@ $RT::Logger->crit("$Action type unknown for $MessageId"); } + } # }}} $RT::Handle->Disconnect(); - # Everything below this line is a helper sub. most of them will eventually # move to Interface::Email + +# {{{ sub DIE + +#When we call die, trap it and log->crit with the value of the die. + +$SIG{__DIE__} = sub { + unless ($^S || !defined $^S ) { + $RT::Logger->crit("$_[0]"); + MailError( To => $ErrorsTo, + Bcc => $RT::OwnerEmail, + Subject => "RT Critical error. Message not recorded!", + Explanation => "$_[0]", + MIMEObj => $entity + ); + exit(-1); + } + else { + #Get out of here if we're in an eval + die $_[0]; + } +}; + + +# }}} + # {{{ Helper Subs # {{{ sub GetCurrentUserFromPGPSignature @@ -506,33 +540,141 @@ # }}} +# {{{ sub GetCurrentUserFromPGPSignedBody +sub GetCurrentUserFromPGPSignedBody { + my $entity = shift; + my $ErrorsTo = shift; + require IO::Handle; + require GnuPG::Interface; + + $RT::Logger->debug("Getting the current user from a pgp sigbody\n"); +# printf("Getting the current user from a pgp sig\n"); + my $gnupg = GnuPG::Interface->new(); + $gnupg->options->meta_interactive( 0 ); + $gnupg->options->hash_init( armor => 1, + homedir => $KEYDIR ); + + # how we create some handles to interact with GnuPG + my $input = IO::Handle->new(); + my $error = IO::Handle->new(); + my $handles = GnuPG::Handles->new( stderr => $error, + stdin => $input + ); + + my ($bodyh, $bodyfile) = File::Temp::tempfile('/tmp/rtsigXXXXXXXX', + UNLINK => 1); + open(BODY, ">$bodyfile"); + $entity->print_body(\*BODY); + close(BODY); + my $pid = $gnupg->verify( handles => $handles, + command_args => ["$bodyfile"]); + + # Now we write to the input of GnuPG + + # now we read the output + my @result = <$error>; + close $error; + close $input; + + waitpid $pid, 0; + + while (my $line = shift @result) { +# $RT::Logger->debug("pgp says:\n$line:\n"); -# {{{ sub DIE + if ($line =~ /^gpg: Good signature from "(.*)"$/i) { + my $userid = $1; + my $address; + #Parse out the user id. + if ($userid =~ /<(.*?)>/) { + $address = $1; + } + $RT::Logger->debug("Good pgp sig from $userid\n"); +# printf("Good pgp sig from $userid\n"); + # since we have an authenticated sender, lets try to find them + # in RT's database -#When we call die, trap it and log->crit with the value of the die. + my $user = new RT::CurrentUser($RT::SystemUser); + $user->LoadByEmail($address); -$SIG{__DIE__} = sub { - unless ($^S || !defined $^S ) { - $RT::Logger->crit("$_[0]"); - MailError( To => $ErrorsTo, - Bcc => $RT::OwnerEmail, - Subject => "RT Critical error. Message not recorded!", - Explanation => "$_[0]", - MIMEObj => $entity - ); - exit(-1); - } - else { - #Get out of here if we're in an eval - die $_[0]; - } -}; + #if we couldn't find any users with that email, maybe we can find + # one with that username. + + unless ($user->Id) { + $RT::Logger->debug("Didn't LoadByEmail $address\n"); + $user->Load($address); + } + + unless ($user->Id) { + $RT::Logger->debug("Didn't Load $address either\n"); + $user->Load($RT::Nobody->id); + } + + # Also need to extract the actual data, otherwise the + # command parser sees all the PGP/GPG guff + +## This more or less duplicates the stuff above : can we rationalise it + + my $input = IO::Handle->new(); + my $output = IO::Handle->new(); + my $error = IO::Handle->new(); + my $handles = GnuPG::Handles->new( stderr => $error, + stdout => $output, + stdin => $input + ); + + my ($bodyh, $bodyfile) = File::Temp::tempfile('/tmp/rtsigXXXXXXXX', + UNLINK => 1); + open(BODY, ">$bodyfile"); + $entity->print_body(\*BODY); + close(BODY); + + my $pid = $gnupg->decrypt( handles => $handles, + command_args => ["$bodyfile"]); + + # now we read the output + my @plaintext = <$output>; + close $error; + close $output; + close $input; + + waitpid $pid, 0; + + # Replace the body of the message with the "decoded" content + # If this fails, we will still have the full message + if (my $io = $entity->open("w")) { + foreach (@plaintext) { $io->print($_) } + $io->close; + } + +## End of duplication + + return ($user, 'pgp-signature'); + + } + # If we got a bad signature, warn the user and the admin. + elsif ($line =~ /^gpg: BAD/) { + $RT::Logger->warning("Bad PGP Signature: $line\n"); +# printf("Bad PGP Signature: $line\n"); + MailError( To => $ErrorsTo, + Bcc => $RT::OwnerEmail, + Subject => "RT Authentication error.", + Explanation => "RT couldn't validate this PGP signature. \n". + "RT will process this message as if it were unsigned.\n", + MIMEObj => $entity + ); + return (undef,undef); + } + } + $RT::Logger->debug("Couldn't figure out what to do from gpg's reply\n"); +# printf("Couldn't figure out what to do from gpg's reply\n"); + return(undef,undef); +} # }}} @@ -554,16 +696,15 @@ unless ($BodyHandle) { return(undef); } - - + ### Slurp all the UNENCODED data in, and put it in an array of lines: my @lines = $BodyHandle->as_lines; - - + # yank all the pseudoheaders until we find a blank line. while (my $line = shift @lines) { next if $line =~ /^\s*?$/; if ($line =~ /^RT-/i) { + $PseudoHeaders .= $line; } #If we find a line that's not a command, get out. @@ -629,7 +770,7 @@ join("\n", at actions); return($ResultsMessage); } - $ResultsMessage .= "Ticket ".$Ticket->Id." loaded\n"; + $ResultsMessage .= "Ticket ".$Ticket->Id." loaded"; } else { unless ($Ticket->Id) { ------8<------8<------8<------8<------8<------8<------8<------8<------ That file in full ------8<------8<------8<------8<------8<------8<------8<------8<------ #!/usr/bin/perl -w ### KMB Lancaster ### # $Id: rt-enhanced-mailgate.local,v 1.14 2003/02/17 18:16:14 kevin Exp $ ### KMB Lancaster ### # was # %Header: /raid/cvsroot/rt-addons/enhanced-mailgate,v 1.9 2001/11/13 04:25:29 jesse Exp % # (c) 1996-2001 Jesse Vincent # This software is redistributable under the terms of version 2 of the GNU GPL # This product works with RT 2.0, but is # not part of the RT distribution and IS NOT A FREELY SUPPORTED PRODUCT. # Patches are, of course, appreciated. package RT; use strict; use vars qw($VERSION $KEYDIR $Handle $Nobody $SystemUser $PermitReplayAttacks); $VERSION='0.3'; # KEYIDIR should point to the directory containing a pubring.gpg # for gpg to use as its authentication database $KEYDIR = "/usr/local/packages/rt2/etc/gnupg"; # If you turn on the $PermitReplayAttacks flag in enhanced-mailgate, RT will # treat # the [tag #] in the message's subject as an initial RT-Ticket: header. # This leaves you open to the possibility of a hostile user applying your # updates to another ticket. $PermitReplayAttacks = 0; use lib "/usr/local/packages/rt2/lib"; use lib "/usr/local/packages/rt2/etc"; use RT::Interface::Email qw(CleanEnv LoadConfig DBConnect GetCurrentUser GetMessageContent CheckForLoops CheckForSuspiciousSender CheckForAutoGenerated ParseMIMEEntityFromSTDIN ParseTicketId MailError ParseCcAddressesFromHead ParseSenderAddressFromHead ParseErrorsToAddressFromHead ); use RT::Interface::Email qw(CleanEnv LoadConfig DBConnect); #Clean out all the nasties from the environment CleanEnv(); #Load etc/config.pm and drop privs LoadConfig(); #Connect to the database and get RT::SystemUser and RT::Nobody loaded DBConnect(); use RT::Ticket; use RT::Queue; use MIME::Parser; use File::Temp; use Mail::Address; #Set some sensible defaults my $Queue = 1; my $Action = "correspond"; my ($Verbose, $ReturnTid, $Debug); my ($From, $TicketId, $Subject,$SquelchReplies); my ($status, $msg, $CurrentUser, $CurrentUserAuth); # {{{ parse commandline while (my $flag = shift @ARGV) { if (($flag eq '-v') or ($flag eq '--verbose')) { $Verbose = 1; } if (($flag eq '-t') or ($flag eq '--ticketid')) { $ReturnTid = 1; } if (($flag eq '-d') or ($flag eq '--debug')) { $RT::Logger->debug("Debug mode enabled\n"); $Debug = 1; } if (($flag eq '-q') or ($flag eq '--queue')) { $Queue = shift @ARGV; } if (($flag eq '-a') or ($flag eq '--action')) { $Action = shift @ARGV; } } # }}} # get the current mime entity from stdin my ($entity, $head) = ParseMIMEEntityFromSTDIN(); #Get someone to send runtime errors to; my $ErrorsTo = ParseErrorsToAddressFromHead($head); # If there's a gpg signature, try to validate it. if ( ($head->mime_type =~ /multipart\/signed/i) and ( $entity->parts(1)->head->mime_type =~ /application\/pgp-signature/i) ) { ($CurrentUser, $CurrentUserAuth) = GetCurrentUserFromPGPSignature($entity, $ErrorsTo); } unless ($CurrentUser) { ($CurrentUser, $CurrentUserAuth) = GetCurrentUserFromPGPSignedBody($entity, $ErrorsTo); } # Get us a current user object, if we couldn't validate the sig # or there was no sig unless ($CurrentUser) { $CurrentUser = GetCurrentUser($head); $CurrentUserAuth = 'mailfrom'; } my $MessageId = $head->get('Message-Id') || ""; #Pull apart the subject line $Subject = $head->get('Subject') || "[no subject]"; chomp $Subject; # Get the ticket ID $TicketId = ParseTicketId($Subject); #Set up a queue object my $QueueObj = RT::Queue->new($CurrentUser); $QueueObj->Load($Queue); unless ($QueueObj->id ) { MailError(To => $RT::OwnerEmail, Subject => "RT Bounce: $Subject", Explanation => "RT couldn't find the queue: $Queue", MIMEObj => $entity); } # {{{ Lets check for mail loops of various sorts. my $IsAutoGenerated = CheckForAutoGenerated($head); my $IsSuspiciousSender = CheckForSuspiciousSender($head); my $IsALoop = CheckForLoops($head); #If the message is autogenerated, we need to know, so we can not # send mail to the sender if ($IsSuspiciousSender || $IsAutoGenerated || $IsALoop) { $SquelchReplies = 1; $ErrorsTo = $RT::OwnerEmail; } # {{{ Warn someone if it's a loop # Warn someone if it's a loop, before we drop it on the ground if ($IsALoop) { $RT::Logger->crit("RT Recieved mail ($MessageId) from itself."); #Should we mail it to RTOwner? if ($RT::LoopsToRTOwner) { MailError(To => $RT::OwnerEmail, Subject => "RT Bounce: $Subject", Explanation => "RT thinks this message may be a bounce", MIMEObj => $entity); #Do we actually want to store it? exit unless ($RT::StoreLoops); } } # }}} #Don't let the user stuff the RT-Squelch-Replies-To header. if ($head->get('RT-Squelch-Replies-To')) { $head->add('RT-Relocated-Squelch-Replies-To', $head->get('RT-Squelch-Replies-To')); $head->delete('RT-Squelch-Replies-To') } if ($SquelchReplies) { ## TODO: This is a hack. It should be some other way to ## indicate that the transaction should be "silent". my ($Sender, $junk) = ParseSenderAddressFromHead($head); $head->add('RT-Squelch-Replies-To', $Sender); } # }}} # {{{ If we don't have a ticket Id, we're creating a new ticket # {{{ if we're processing an action if ($Action =~ /action/i) { #Get pseudo headers out of the message body before we go there. my $PseudoHeaders = ParseMessageForCommands($entity); if ($CurrentUserAuth eq 'pgp-signature') { my $ResultsMessage = ActOnPseudoHeaders($TicketId, $PseudoHeaders); # Leaving this MailError in as was (implies LogLevel => 'crit') # causes the gateway to return in such a way that Exim thinks it has # failed and generates a not-delivered message for the aliased address MailError( To => $ErrorsTo, Subject => "RT has proccessed your commands", Explanation => $ResultsMessage, MIMEObj => $entity->parts(0), LogLevel => 'warning' ); } else { MailError( To => $ErrorsTo, Subject => "RT couldn't authenticate you", MIMEObj => $entity->parts(0), Explanation => "RT's email command mode requires PGP authentication. Either you didn't sign your message, or your signature could not be verified." ); } } # }}} elsif (!defined($TicketId)) { #If the message doesn't reference a ticket #, create a new ticket # {{{ Create a new ticket if ($Action =~ /correspond/) { # open a new ticket my @Requestors = ($CurrentUser->id); my @Cc; if ($RT::ParseNewMessageForTicketCcs) { @Cc = ParseCcAddressesFromHead(Head => $head, QueueObj => $QueueObj ); } # Pull commands out of $entity. my $Commands = ParseMessageForCommands($entity); # Pull values out of commands, setting some defaults. my $values = ParsePseudoHeadersForNewTicket($Commands, status => 'new', queue => $Queue, subject => $Subject, requestor => \@Requestors, cc => \@Cc, admincc => undef, ); my $Ticket = new RT::Ticket($CurrentUser); my ($id, $Transaction, $ErrStr) = $Ticket->Create ( MIMEObj => $entity, Status => $values->{'status'}, Queue => $values->{'queue'}, Subject => $values->{'subject'}, Requestor => \@{$values->{'requestor'}}, Cc => \@{$values->{'cc'}}, AdminCc => \@{$values->{'admincc'}}, Owner => $values->{'owner'}, TimeWorked => $values->{'timeworked'}, TimeLeft => $values->{'timeleft'}, Priority => $values->{'priority'}, FinalPriority => $values->{'finalpriority'}, Due => $values->{'due'}, ); if ($id == 0 ) { MailError( To => $ErrorsTo, Subject => "Ticket creation failed", Explanation => $ErrStr, MIMEObj => $entity ); $RT::Logger->error("Create failed: $id / $Transaction / $ErrStr "); } else { if ($values->{'keywords'}) { foreach my $keywordsel (keys %{$values->{'keywords'}}) { my $ks_obj = $Ticket->QueueObj->KeywordSelect($keywordsel); next unless ($ks_obj->id); foreach my $key (keys %{$values->{'keywords'}{$keywordsel}}) { my $kids = $ks_obj->KeywordObj->Descendents; foreach my $kid (keys %{$kids}) { next unless ($kids->{$kid} =~ /^$key$/i); my ($val, $msg) = $Ticket->AddKeyword(KeywordSelect => $ks_obj->id, Keyword => $kid); } } } } } } # }}} else { #TODO Return an error message MailError( To => $ErrorsTo, Subject => "No ticket id specified", Explanation => "$Action aliases require a TicketId to work on", MIMEObj => $entity ); $RT::Logger->crit("$Action aliases require a TicketId to work on ". "(from ".$CurrentUser->UserObj->EmailAddress.") ". $MessageId); } } # }}} # {{{ If we've got a ticket ID, update the ticket else { # If the action is comment, add a comment. if ($Action =~ /comment/i){ my $Ticket = new RT::Ticket($CurrentUser); $Ticket->Load($TicketId); unless ($Ticket->Id) { MailError( To => $ErrorsTo, Subject => "Comment not recorded", Explanation => "Could not find a ticket with id $TicketId", MIMEObj => $entity ); #Return an error message saying that Ticket "#foo" wasn't found. } ($status, $msg) = $Ticket->Comment(MIMEObj=>$entity); unless ($status) { #Warn the sender that we couldn't actually submit the comment. MailError( To => $ErrorsTo, Subject => "Comment not recorded", Explanation => $msg, MIMEObj => $entity ); } } # If the message is correspondence, add it to the ticket elsif ($Action =~ /correspond/i) { my $Ticket = RT::Ticket->new($CurrentUser); $Ticket->Load($TicketId); $Ticket->Open; #TODO: Don't open if it's alreadyopen #TODO: Check for error conditions ($status, $msg) = $Ticket->Correspond(MIMEObj => $entity); unless ($status) { #Return mail to the sender with an error MailError( To => $ErrorsTo, Subject => "Correspondence not recorded", Explanation => $msg, MIMEObj => $entity ); } } else { #Return mail to the sender with an error MailError( To => $ErrorsTo, Subject => "RT Configuration error", Explanation => "'$Action' not a recognized action.". " Your RT administrator has misconfigured ". "the mail aliases which invoke RT" , MIMEObj => $entity ); $RT::Logger->crit("$Action type unknown for $MessageId"); } } # }}} $RT::Handle->Disconnect(); # Everything below this line is a helper sub. most of them will eventually # move to Interface::Email # {{{ sub DIE #When we call die, trap it and log->crit with the value of the die. $SIG{__DIE__} = sub { unless ($^S || !defined $^S ) { $RT::Logger->crit("$_[0]"); MailError( To => $ErrorsTo, Bcc => $RT::OwnerEmail, Subject => "RT Critical error. Message not recorded!", Explanation => "$_[0]", MIMEObj => $entity ); exit(-1); } else { #Get out of here if we're in an eval die $_[0]; } }; # }}} # {{{ Helper Subs # {{{ sub GetCurrentUserFromPGPSignature sub GetCurrentUserFromPGPSignature { my $entity = shift; my $ErrorsTo = shift; require IO::Handle; require GnuPG::Interface; $RT::Logger->debug("Getting the current user from a pgp sig\n"); my $gnupg = GnuPG::Interface->new(); $gnupg->options->meta_interactive( 0 ); $gnupg->options->hash_init( armor => 1, homedir => $KEYDIR ); # how we create some handles to interact with GnuPG my $input = IO::Handle->new(); my $error = IO::Handle->new(); my $handles = GnuPG::Handles->new( stderr => $error, stdin => $input, ); my ($sigfh, $sigfile) = File::Temp::tempfile('/tmp/rtsigXXXXXXXX', UNLINK => 1); open(SIG, ">$sigfile"); $entity->parts(1)->print_body(\*SIG); close(SIG); my ($datafh, $datafile) = File::Temp::tempfile('/tmp/rtdataXXXXXXXX', UNLINK => 1); open(DATA, ">$datafile"); ### Read the (unencoded) body data: print DATA $entity->parts(0)->as_string; close(DATA); my $pid = $gnupg->verify( handles => $handles, command_args => ["$sigfile", "$datafile", ]); # Now we write to the input of GnuPG # now we read the output my @result = <$error>; close $error; close $input; waitpid $pid, 0; while (my $line = shift @result) { if ($line =~ /^gpg: Good signature from "(.*)"$/i) { my $userid = $1; my $address; #Parse out the user id. if ($userid =~ /<(.*?)>/) { $address = $1; } $RT::Logger->debug("Good pgp sig from $userid\n"); # since we have an authenticated sender, lets try to find them # in RT's database my $user = new RT::CurrentUser($RT::SystemUser); $user->LoadByEmail($address); #if we couldn't find any users with that email, maybe we can find # one with that username. $user->Load($address) unless ($user->Id); unless ($user->Id) { $user->Load($RT::Nobody->id); } return ($user, 'pgp-signature'); } # If we got a bad signature, warn the user and the admin. elsif ($line =~ /^gpg: BAD/) { $RT::Logger->warning("Bad PGP Signature: $line\n"); MailError( To => $ErrorsTo, Bcc => $RT::OwnerEmail, Subject => "RT Authentication error.", Explanation => "RT couldn't validate this PGP signature. \n". "RT will process this message as if it were unsigned.\n", MIMEObj => $entity ); return (undef,undef); } } $RT::Logger->debug("Couldn't figure out what to do from gpg's reply\n"); return(undef,undef); } # }}} # {{{ sub GetCurrentUserFromPGPSignedBody sub GetCurrentUserFromPGPSignedBody { my $entity = shift; my $ErrorsTo = shift; require IO::Handle; require GnuPG::Interface; $RT::Logger->debug("Getting the current user from a pgp sigbody\n"); # printf("Getting the current user from a pgp sig\n"); my $gnupg = GnuPG::Interface->new(); $gnupg->options->meta_interactive( 0 ); $gnupg->options->hash_init( armor => 1, homedir => $KEYDIR ); # how we create some handles to interact with GnuPG my $input = IO::Handle->new(); my $error = IO::Handle->new(); my $handles = GnuPG::Handles->new( stderr => $error, stdin => $input ); my ($bodyh, $bodyfile) = File::Temp::tempfile('/tmp/rtsigXXXXXXXX', UNLINK => 1); open(BODY, ">$bodyfile"); $entity->print_body(\*BODY); close(BODY); my $pid = $gnupg->verify( handles => $handles, command_args => ["$bodyfile"]); # Now we write to the input of GnuPG # now we read the output my @result = <$error>; close $error; close $input; waitpid $pid, 0; while (my $line = shift @result) { # $RT::Logger->debug("pgp says:\n$line:\n"); if ($line =~ /^gpg: Good signature from "(.*)"$/i) { my $userid = $1; my $address; #Parse out the user id. if ($userid =~ /<(.*?)>/) { $address = $1; } $RT::Logger->debug("Good pgp sig from $userid\n"); # printf("Good pgp sig from $userid\n"); # since we have an authenticated sender, lets try to find them # in RT's database my $user = new RT::CurrentUser($RT::SystemUser); $user->LoadByEmail($address); #if we couldn't find any users with that email, maybe we can find # one with that username. unless ($user->Id) { $RT::Logger->debug("Didn't LoadByEmail $address\n"); $user->Load($address); } unless ($user->Id) { $RT::Logger->debug("Didn't Load $address either\n"); $user->Load($RT::Nobody->id); } # Also need to extract the actual data, otherwise the # command parser sees all the PGP/GPG guff ## This more or less duplicates the stuff above : can we rationalise it my $input = IO::Handle->new(); my $output = IO::Handle->new(); my $error = IO::Handle->new(); my $handles = GnuPG::Handles->new( stderr => $error, stdout => $output, stdin => $input ); my ($bodyh, $bodyfile) = File::Temp::tempfile('/tmp/rtsigXXXXXXXX', UNLINK => 1); open(BODY, ">$bodyfile"); $entity->print_body(\*BODY); close(BODY); my $pid = $gnupg->decrypt( handles => $handles, command_args => ["$bodyfile"]); # now we read the output my @plaintext = <$output>; close $error; close $output; close $input; waitpid $pid, 0; # Replace the body of the message with the "decoded" content # If this fails, we will still have the full message if (my $io = $entity->open("w")) { foreach (@plaintext) { $io->print($_) } $io->close; } ## End of duplication return ($user, 'pgp-signature'); } # If we got a bad signature, warn the user and the admin. elsif ($line =~ /^gpg: BAD/) { $RT::Logger->warning("Bad PGP Signature: $line\n"); # printf("Bad PGP Signature: $line\n"); MailError( To => $ErrorsTo, Bcc => $RT::OwnerEmail, Subject => "RT Authentication error.", Explanation => "RT couldn't validate this PGP signature. \n". "RT will process this message as if it were unsigned.\n", MIMEObj => $entity ); return (undef,undef); } } $RT::Logger->debug("Couldn't figure out what to do from gpg's reply\n"); # printf("Couldn't figure out what to do from gpg's reply\n"); return(undef,undef); } # }}} # {{{ sub ParseMessageForCommands =item ParseMessageForCommands MIMEObj Removes RT- pseudo headers from the MIMEObj and returns them as a string. =cut sub ParseMessageForCommands { my $MIMEObj = shift; my $PseudoHeaders = ''; my $BodyHandle = GetFirstBodyHandle($MIMEObj); unless ($BodyHandle) { return(undef); } ### Slurp all the UNENCODED data in, and put it in an array of lines: my @lines = $BodyHandle->as_lines; # yank all the pseudoheaders until we find a blank line. while (my $line = shift @lines) { next if $line =~ /^\s*?$/; if ($line =~ /^RT-/i) { $PseudoHeaders .= $line; } #If we find a line that's not a command, get out. else { unshift @lines, $line; last; } } ### Write data to the body: #TODO +++ get rid of the dies. my $IO = $BodyHandle->open("w") || die "open body: $!"; $IO->print(join("", at lines)); $IO->close || die "close I/O handle: $!"; return ($PseudoHeaders); } # }}} # {{{ sub ActOnPseudoHeaders =item ActOnPseudoHeaders $PseudoHeaders Takes a string of pseudo-headers, iterates through them and does what they tell it to. =cut sub ActOnPseudoHeaders { my $FirstTicketId = shift; my $PseudoHeaders = shift; my $ResultsMessage = ''; my $Ticket = RT::Ticket->new($CurrentUser); if ($PermitReplayAttacks) { $Ticket->Load($FirstTicketId); } my @actions = split('\n',$PseudoHeaders); foreach my $action (@actions) { my ($val); my $msg = ''; $ResultsMessage .= ">>> $action\n"; if ($action =~ /^RT-(.*?):\s+(.*)$/) { my $command = $1; my $args = $2; if ($command =~ /^ticket$/i) { $val = $Ticket->Load($args); unless ($val) { $ResultsMessage .= "ERROR: Couldn't load ticket '$1': $msg.\n". "Aborting to avoid unintended ticket modifications.\n". "The following commands were not proccessed:\n\n". join("\n", at actions); return($ResultsMessage); } $ResultsMessage .= "Ticket ".$Ticket->Id." loaded"; } else { unless ($Ticket->Id) { $ResultsMessage .= "No Ticket specified. Aborting ticket ". "modifications\n\n". "The following commands were not proccessed:\n\n". join("\n", at actions); return($ResultsMessage); } # Deal with the basics if ($command =~ /^(Subject|Owner|Status|Queue)$/i) { my $method = 'Set' . ucfirst(lc($1)); ($val, $msg) = $Ticket->$method($args); } # Deal with the dates elsif ($command =~ /^(due|starts|started|resolved)$/i) { my $method = 'Set'. ucfirst(lc($1)); my $date = new RT::Date($CurrentUser); $date->Set( Format => 'unknown', Value => $args); ($val, $msg) = $Ticket->$method($date->ISO); } # Deal with the watchers elsif ($command =~ /^(requestor|requestors|cc|admincc)$/i) { my $operator = "+"; my ($type); if ($args =~ /^(\+|\-)(.*)$/) { $operator = $1; $args = $2; } $type = 'Requestor' if ($command =~ /^requestor/i) ; $type = 'Cc' if ($command =~ /^cc/i) ; $type = 'AdminCc' if ($command =~ /^admincc/i) ; if ($operator eq '+') { ($val, $msg) = $Ticket->AddWatcher( Type => $type, Email => $args); } elsif ($operator eq '-') { ($val, $msg) = $Ticket->DeleteWatcher( Type => $type, Email => $args); } } # {{{ Deal with ticket keywords else { #Default is to add keywords my $op = '+'; my $ks = $Ticket->QueueObj->KeywordSelect($command); unless ($ks->Id) { $ResultsMessage .= "ERROR: couldn't find a keyword ". "selection matching '$command'\n"; next; } if ($args =~ /^(\-|\+)(.*)$/) { $op = $1; $args = $2; } my $kids = $ks->KeywordObj->Descendents; #TODO: looping is lossy. foreach my $kid (keys %{$kids}) { next unless ($kids->{$kid} =~ /^$args$/i); if ($op eq '-') { ($val, $msg) = $Ticket->DeleteKeyword(KeywordSelect => $ks->id, Keyword => $kid); } elsif ($op eq '+') { ($val, $msg) = $Ticket->AddKeyword(KeywordSelect => $ks->id, Keyword => $kid); } else { $msg = "'$op' is not a valid operator.\n"; } } } } # }}} $ResultsMessage .= $msg." succeeded\n"; } else { $ResultsMessage .= "Command not understood!\n"; } } return ($ResultsMessage); } # }}} # {{{ sub ParsePseudoHeadersForNewTicket sub ParsePseudoHeadersForNewTicket { my $PseudoHeaders = shift; my %commandvalues = (queue => undef, subject => undef, status => undef, owner => undef, due => undef, requestor => undef, cc => undef, admincc => undef, @_); my @headers = split('\n',$PseudoHeaders); foreach my $action (@headers) { if ($action =~ /^RT-(.*?):\s+(.*)$/) { my $command = $1; my $args = $2; if ($command =~ /^(owner|priority|finalpriority|status|queue|subject)$/i) { my $attrib = lc ($1); $commandvalues{$attrib} = $args; } elsif ($command =~ /^due$/i) { my $date = new RT::Date($CurrentUser); $date->Set( Format => 'unknown', Value => $args); $commandvalues{'due'} = $date->ISO; } elsif ($command =~ /^(requestor|cc|admincc)$/i) { $args =~ s/^\+//; #Remove leading + signs. They just don't mean anything # in this context push @{$commandvalues{lc($command)}}, $args; } #Deal with keywords else { $commandvalues{'keywords'}{$command}{$args} = 1; } } } return (\%commandvalues); } # }}} # {{{ sub GetFirstBodyHandle # When Handed a MIME::Entity, recurses through its parts until it finds # a body part. returns a reference to that MIME::Body sub GetFirstBodyHandle { my $MIMEObj = shift; if ($MIMEObj->parts() || $MIMEObj->mime_type =~ /^multipart/) { return (GetFirstBodyHandle($MIMEObj->parts(0))); } else { return ($MIMEObj->bodyhandle()); } } # }}} # }}} 1; ------8<------8<------8<------8<------8<------8<------8<------8<------ From pathar at dc.luth.se Wed Feb 19 05:36:20 2003 From: pathar at dc.luth.se (Patrick Harlin) Date: Wed, 19 Feb 2003 11:36:20 +0100 Subject: [rt-users] Failed sending to multiple CC:s Message-ID: <200302191036.h1JAaKeE027992@samson.dc.luth.se> Hi, One of my colleagues solved a case in our RT system (RT2.0.15 on FreeBSD), and added 4 adresses to the CC:field (aaa at km.luth.se,bbb at marakanda.se, ccc at dc.luth.se,ddd at frontec.se). But it seems like only 2 of these adresses got their email (aaa at km.luth.se,bbb at marakanda.se) ? One of the CC:ed addresses are the one to the owner of the case, ccc with the address ccc at dc.luth.se. Could the reason for this address not getting the mail be that it is the owners address. But still there is one address missing: ddd at frontec.se Since I was investigating another rt related problem I got my logging in debug mode (se. below): [Mon Feb 17 14:44:41 2003] [debug]: now requiring RT::Condition::AnyTransaction [Mon Feb 17 14:44:41 2003] [debug]: RT::Transaction=HASH(0xb3b8754): Checking co ndition OnTransaction... [Mon Feb 17 14:44:41 2003] [debug]: RT::Transaction=HASH(0xb3b8754): Matches con dition OnTransaction... [Mon Feb 17 14:44:41 2003] [debug]: now requiring RT::Action::Notify [Mon Feb 17 14:44:41 2003] [debug]: RT::Action::Notify=HASH(0xb4a3b78): To is ccc @dc.luth.se [Mon Feb 17 14:44:41 2003] [debug]: RT::Action::Notify=HASH(0xb4a3b78): Cc is [Mon Feb 17 14:44:41 2003] [debug]: RT::Action::Notify=HASH(0xb4a3b78): Bcc is [Mon Feb 17 14:44:41 2003] [debug]: RT::Transaction=HASH(0xb3b8754): Prepared No tifyOwner [Mon Feb 17 14:44:41 2003] [debug]: RT::Action::Notify=HASH(0xb4a3b78): No recip ients found. Not sending. [Mon Feb 17 14:44:41 2003] [debug]: RT::Transaction=HASH(0xb3b8754): Committed N otifyOwner [Mon Feb 17 14:44:41 2003] [debug]: now requiring RT::Condition::AnyTransaction [Mon Feb 17 14:44:41 2003] [debug]: RT::Transaction=HASH(0xb3b8754): Checking co ndition OnCorrespond... [Mon Feb 17 14:44:41 2003] [debug]: RT::Transaction=HASH(0xb3b8754): Matches con dition OnCorrespond... [Mon Feb 17 14:44:41 2003] [debug]: now requiring RT::Action::Notify [Mon Feb 17 14:44:41 2003] [debug]: Does Content-Type: text/plain match RT-Send- Cc [Mon Feb 17 14:44:41 2003] [debug]: Does Content-Disposition: inline match RT-Se nd-Cc [Mon Feb 17 14:44:41 2003] [debug]: Does Content-Transfer-Encoding: binary match RT-Send-Cc [Mon Feb 17 14:44:41 2003] [debug]: Does MIME-Version: 1.0 match RT-Send-Cc [Mon Feb 17 14:44:41 2003] [debug]: Does X-Mailer: MIME-tools 5.411 (Entity 5.40 4) match RT-Send-Cc [Mon Feb 17 14:44:41 2003] [debug]: Does RT-Send-CC: aaa at km.luth.se, bbb at marakanda.se, match RT-Send-Cc [Mon Feb 17 14:44:41 2003] [debug]: Does Content-Type: text/plain match RT-Send- Bcc [Mon Feb 17 14:44:41 2003] [debug]: Does Content-Disposition: inline match RT-Se nd-Bcc [Mon Feb 17 14:44:41 2003] [debug]: Does Content-Transfer-Encoding: binary match RT-Send-Bcc [Mon Feb 17 14:44:41 2003] [debug]: Does MIME-Version: 1.0 match RT-Send-Bcc [Mon Feb 17 14:44:41 2003] [debug]: Does X-Mailer: MIME-tools 5.411 (Entity 5.40 4) match RT-Send-Bcc [Mon Feb 17 14:44:41 2003] [debug]: Does RT-Send-CC: aaa at km.luth.se, bbb at marakanda.se, match RT-Send-Bcc [Mon Feb 17 14:44:41 2003] [debug]: Does ddd at frontec.se, ccc at dc.luth. se match RT-Send-Bcc What is happening with the adresses above ? [Mon Feb 17 14:44:41 2003] [debug]: Does RT-Send-BCC: match RT-Send-Bcc [Mon Feb 17 14:44:41 2003] [debug]: RT::Action::Notify=HASH(0xb429980): To is [Mon Feb 17 14:44:41 2003] [debug]: RT::Action::Notify=HASH(0xb429980): Cc is aaa at km.luth.se, bbb at marakanda.se, [Mon Feb 17 14:44:41 2003] [debug]: RT::Action::Notify=HASH(0xb429980): Bcc is [Mon Feb 17 14:44:41 2003] [debug]: RT::Transaction=HASH(0xb3b8754): Prepared No tifyOtherRecipients [Mon Feb 17 14:44:41 2003] [debug]: RT::Transaction=HASH(0xb3b8754): Committed N otifyOtherRecipients [Mon Feb 17 14:44:41 2003] [debug]: now requiring RT::Condition::AnyTransaction [Mon Feb 17 14:44:41 2003] [debug]: RT::Transaction=HASH(0xb3b8754): Checking co ndition OnCorrespond... [Mon Feb 17 14:44:41 2003] [debug]: RT::Transaction=HASH(0xb3b8754): Matches con dition OnCorrespond... [Mon Feb 17 14:44:41 2003] [debug]: now requiring RT::Action::Notify [Mon Feb 17 14:44:41 2003] [debug]: RT::Action::Notify=HASH(0xb472604): To is jo uris at dc.luth.se Above is the requestor address ! [Mon Feb 17 14:44:41 2003] [debug]: RT::Action::Notify=HASH(0xb472604): Cc is [Mon Feb 17 14:44:41 2003] [debug]: RT::Action::Notify=HASH(0xb472604): Bcc is [Mon Feb 17 14:44:41 2003] [debug]: RT::Transaction=HASH(0xb3b8754): Prepared No tifyRequestorsAndCcs [Mon Feb 17 14:44:42 2003] [debug]: RT::Transaction=HASH(0xb3b8754): Committed N otifyRequestorsAndCcs [Mon Feb 17 14:44:42 2003] [debug]: now requiring RT::Condition::AnyTransaction [Mon Feb 17 14:44:42 2003] [debug]: RT::Transaction=HASH(0xb653210): Checking co ndition OnTransaction... [Mon Feb 17 14:44:42 2003] [debug]: RT::Transaction=HASH(0xb653210): Matches con dition OnTransaction... [Mon Feb 17 14:44:42 2003] [debug]: now requiring RT::Action::Notify [Mon Feb 17 14:44:42 2003] [debug]: RT::Action::Notify=HASH(0xb4a386c): To is ccc at dc.luth.se [Mon Feb 17 14:44:42 2003] [debug]: RT::Action::Notify=HASH(0xb4a386c): Cc is [Mon Feb 17 14:44:42 2003] [debug]: RT::Action::Notify=HASH(0xb4a386c): Bcc is [Mon Feb 17 14:44:42 2003] [debug]: RT::Transaction=HASH(0xb653210): Prepared No tifyOwner [Mon Feb 17 14:44:42 2003] [debug]: RT::Action::Notify=HASH(0xb4a386c): No recip ients found. Not sending. [Mon Feb 17 14:44:42 2003] [debug]: RT::Transaction=HASH(0xb653210): Committed N otifyOwner [Mon Feb 17 14:44:46 2003] [debug]: limiting to 50 rows [Mon Feb 17 14:45:06 2003] [debug]: limiting to 50 rows [Mon Feb 17 14:45:09 2003] [debug]: limiting to 50 rows In the maillog all seems OK to the km.luth.se, marakanda.se address, but I cannot find anything for the frontec.se and dc.luth.se addresses ? Is this a problem for rt2.0.15 or should it be OK on this version ? /Cheers, Patrick Harlin, SysAdmin Lule? University of Technology Sweden From cec2000 at mail.ru Wed Feb 19 07:21:48 2003 From: cec2000 at mail.ru (Sergey Gurov) Date: Wed, 19 Feb 2003 15:21:48 +0300 Subject: [rt-users] DBIx-SearchBuilder - sort order Message-ID: Hi, We are using RT 2.0.15 with FreeBSD and MySQL. I need to show tickets I own or requested ordered by Priority and then by Starts field. That is the list must be sorted first by descending priority and then by ascending date field. This is because we have lot of tickets with the same priority but scheduled on different dates. (Case when ticket with lower priority starts earlier we omit). Also Starts field may be empty. Is there an 'official' way to use OrderBy several times? E.g.: $MyTickets->OrderBy(FIELD => 'Priority', ORDER => 'DESC'); $MyTickets->OrderBy(FIELD => 'main.Starts', ORDER => 'ASC'); We hacked it this way: $MyTickets->OrderBy(FIELD => 'Priority DESC, main.Starts', ORDER => 'ASC'); but this looks ugly. Any ideas? Sergey. From alex.fung at allshare.nl Wed Feb 19 12:17:08 2003 From: alex.fung at allshare.nl (Alex Fung A Foek) Date: Wed, 19 Feb 2003 18:17:08 +0100 Subject: [rt-users] default scrips on queues: owner change notification Message-ID: <3E53BC14.2070402@allshare.nl> Hi, I'm currently using RT 2-1-75 on a debian box with apache 1.3.26, perl 5.6.1, modperl1 and postgresql 7.2.1. When changing the owner or "stealing" the ticket, I don't get an email notification eventhough the global "on owner change" scrips are in place for all queues. I know that email notification works, because I do get an email when a new ticket is created in the queue or when the ticket status is changed. I've tried changing the user rights and group rights, but had no success in getting the "on owner change" scrips to work. I've also tried adding different users to the CC, AdminCC and Requestor watchers, but none of them get an email notification when the ticket owner is changed. Could someone verify if the default "on owner change" scrips work in version 2-1-74 or 2-1-75 ? thanks is advance. Alex Fung A Foek. From fstanley at netburner.com Wed Feb 19 12:21:10 2003 From: fstanley at netburner.com (Forrest Stanley) Date: Wed, 19 Feb 2003 09:21:10 -0800 Subject: [rt-users] default scrips on queues: owner change notification In-Reply-To: <3E53BC14.2070402@allshare.nl> Message-ID: <5.1.0.14.2.20030219092020.00b8ea60@mail.netburner.com> At 06:17 PM 2/19/2003 +0100, Alex Fung A Foek wrote: >Hi, > >I'm currently using RT 2-1-75 on a debian box with apache 1.3.26, perl >5.6.1, modperl1 and postgresql 7.2.1. When changing the owner or >"stealing" the ticket, I don't get an email notification eventhough the >global "on owner change" scrips are in place for all queues. >I know that email notification works, because I do get an email when a new >ticket is created in the queue or when the ticket status is changed. >I've tried changing the user rights and group rights, but had no success >in getting the "on owner change" scrips to work. I've also tried adding >different users to the CC, AdminCC and Requestor watchers, but none of >them get an email notification when the ticket owner is changed. Try this out and see if it works. It appears to be what you want anyway. http://www.fsck.com/pub/rt/contrib/2.0/NotifyOldOwner/ -FS From map at eecs.berkeley.edu Wed Feb 19 12:54:37 2003 From: map at eecs.berkeley.edu (Mike Patterson) Date: Wed, 19 Feb 2003 09:54:37 -0800 Subject: [rt-users] 1) Adding custom link to WebRt 2) Recommend Perl to Learn for RT In-Reply-To: <20030127225502.14925.75545.Mailman@pallas.eruditorum.org> References: <20030127225502.14925.75545.Mailman@pallas.eruditorum.org> Message-ID: <3E53C4DD.1010807@eecs.berkeley.edu> 1) Adding custom link to WebRT When I display a Ticket I see these links at the top: "Comment Reply Resolve Take" I'd like to add a "Copy" link which would go to a custom php page of mine and pass the id variable to it. So if you push the "Copy" on Ticket #7125 it'll go here: http://my_rt_webpage/Ticket/Copy.php?id=7125 I looked around /path_to_rt2/WebRT/html , RTFM, and searched postings and didn't find where I could add this. BTW if anyone is interested in my basic PHP page to extract a particular ticket's info let me know. 2) Recommend Perl to Learn for RT We mostly use PHP and mysql at my work, however I'd like to learn the "right" type of perl to customize RT. I've done some basic perl for system administration tasks, but not much in terms of web pages. I realize that RT uses a combination of basic perl, mysql queries, perl for web, perl modules, html mason, etc... In terms learning perl for the purpose of customizing WebRT, scrips, .pm files, etc.. any suggested books, tutorials, etc... Thank you, Mike Patterson From fstanley at netburner.com Wed Feb 19 13:51:46 2003 From: fstanley at netburner.com (Forrest Stanley) Date: Wed, 19 Feb 2003 10:51:46 -0800 Subject: [rt-users] 1) Adding custom link to WebRt 2) Recommend Perl to Learn for RT In-Reply-To: <3E53C4DD.1010807@eecs.berkeley.edu> References: <20030127225502.14925.75545.Mailman@pallas.eruditorum.org> <20030127225502.14925.75545.Mailman@pallas.eruditorum.org> Message-ID: <5.1.0.14.2.20030219104932.00b501c0@mail.netburner.com> At 09:54 AM 2/19/2003 -0800, Mike Patterson wrote: >1) Adding custom link to WebRT > >When I display a Ticket I see these links at the top: > "Comment Reply Resolve Take" > >I'd like to add a "Copy" link which would go to a custom php page of mine >and pass the id variable to it. So if you push the "Copy" on Ticket #7125 >it'll go here: http://my_rt_webpage/Ticket/Copy.php?id=7125 > >I looked around /path_to_rt2/WebRT/html , RTFM, and searched postings and >didn't find where I could add this. > >BTW if anyone is interested in my basic PHP page to extract a particular >ticket's info let me know. /WebRT/html/Ticket/Elements/Tabs Just add on around line 87 your links. You should be able to decipher what to put by looking at the lines above line 87, as they are the "Comment Reply Resolve Take" lines. -FS From tom at redpepperracing.com Wed Feb 19 14:50:51 2003 From: tom at redpepperracing.com (Tom Lichti) Date: Wed, 19 Feb 2003 14:50:51 -0500 Subject: [rt-users] Sorting records in report using Weekly.html Message-ID: <60322459.1045666251@[10.10.20.171]> Man, I must be really obtuse, because I can't get this thing to work. How do I sort by Ticket ID in this report? I tried the TicketsSortOrder method, Orderby method, and again, I can't seem to find the right combination. I assume it should go somewhere in here: my $tickets = new RT::Tickets($RT::SystemUser); $tickets->LimitTransactionDate( VALUE => $startobj->ISO, OPERATOR => '>='); $tickets->LimitTransactionDate( VALUE => $endobj->ISO, OPERATOR => '<='); $tickets->LimitStatus( VALUE => 'open', OPERATOR => '='); while (my $ticket = $tickets->Next()) { my $transes = $ticket->Transactions(); $transes->Limit( FIELD => 'Created', VALUE => $startobj->ISO, OPERATOR => '>=', ENTRYAGGREGATOR=> 'AND' ); $transes->Limit( FIELD => 'Created', VALUE => $endobj->ISO, OPERATOR => '<=', ENTRYAGGREGATOR => 'AND'); $transes->_DoSearch(); next unless ($transes->Count > 0); But I'm damned if I can figure it out. Looking at some of the other places where the order is set has only confused me more. Help! Thanks Tom From darren at boston.com Wed Feb 19 15:02:24 2003 From: darren at boston.com (darren chamberlain) Date: Wed, 19 Feb 2003 15:02:24 -0500 Subject: [rt-users] Sorting records in report using Weekly.html In-Reply-To: <60322459.1045666251@[10.10.20.171]> References: <60322459.1045666251@[10.10.20.171]> Message-ID: <20030219-3c31aa97544e5365e1aaf1b94d7c0fe7@mail.boston.com> * Tom Lichti [2003-02-19 14:53]: > How do I sort by Ticket ID in this report? I tried the > TicketsSortOrder method, Orderby method, and again, I can't seem to > find the right combination. I assume it should go somewhere in here: Looking through RT::Interface::Web::ProcessSearchQuery seems to indicate: > my $tickets = new RT::Tickets($RT::SystemUser); > > $tickets->LimitTransactionDate( VALUE => $startobj->ISO, OPERATOR => > '>='); > $tickets->LimitTransactionDate( VALUE => $endobj->ISO, OPERATOR => > '<='); > $tickets->LimitStatus( VALUE => 'open', OPERATOR => '='); $tickets->OrderBy(FIELD => 'Created', ORDER => 'DESC'); Substitute variable values for 'Created' and 'DESC', of course. (darren) -- All truth passes through three stages: first, it is ridiculed; next it is violently attacked; finally, it is held to be self-evident. -- Schopenhauer From tom at redpepperracing.com Wed Feb 19 15:06:41 2003 From: tom at redpepperracing.com (Tom Lichti) Date: Wed, 19 Feb 2003 15:06:41 -0500 Subject: [rt-users] Sorting records in report using Weekly.html In-Reply-To: <20030219-3c31aa97544e5365e1aaf1b94d7c0fe7@mail.boston.com> References: <20030219-3c31aa97544e5365e1aaf1b94d7c0fe7@mail.boston.com> Message-ID: <61269580.1045667199@[10.10.20.171]> Yup, that did it. Perhaps I should just ask you directly next time? :) What is the RT::Interface that you mentioned below? I have been trying to find a source of info on how to do what I'm doing but haven't found much. Thanks again Tom --On Wednesday, February 19, 2003 3:02 PM -0500 darren chamberlain wrote: > * Tom Lichti [2003-02-19 14:53]: >> How do I sort by Ticket ID in this report? I tried the >> TicketsSortOrder method, Orderby method, and again, I can't seem to >> find the right combination. I assume it should go somewhere in here: > > Looking through RT::Interface::Web::ProcessSearchQuery seems to > indicate: > >> my $tickets = new RT::Tickets($RT::SystemUser); >> >> $tickets->LimitTransactionDate( VALUE => $startobj->ISO, OPERATOR => >> '>='); >> $tickets->LimitTransactionDate( VALUE => $endobj->ISO, OPERATOR => >> '<='); >> $tickets->LimitStatus( VALUE => 'open', OPERATOR => '='); > > $tickets->OrderBy(FIELD => 'Created', > ORDER => 'DESC'); > > Substitute variable values for 'Created' and 'DESC', of course. > > (darren) > > -- > All truth passes through three stages: first, it is ridiculed; > next it is violently attacked; finally, it is held to be self-evident. > -- Schopenhauer > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > From darren at boston.com Wed Feb 19 15:15:12 2003 From: darren at boston.com (darren chamberlain) Date: Wed, 19 Feb 2003 15:15:12 -0500 Subject: [rt-users] Sorting records in report using Weekly.html In-Reply-To: <61269580.1045667199@[10.10.20.171]> References: <20030219-3c31aa97544e5365e1aaf1b94d7c0fe7@mail.boston.com> <61269580.1045667199@[10.10.20.171]> Message-ID: <20030219-9579df898521f7ada82c3fb6819a8513@mail.boston.com> * Tom Lichti [2003-02-19 15:08]: > Yup, that did it. Perhaps I should just ask you directly next time? :) The answers (and praise, hint hint ;) go into the archives, though... > What is the RT::Interface that you mentioned below? I have been trying > to find a source of info on how to do what I'm doing but haven't found > much. In the past, I've spent some time poking about in $RT/lib; RT::Interface::{Web,Email,CLI} define helper functions and other Useful Things relevant to specific interfaces to RT. In this case, I looked in WebRT/html/Search/Listing.html, saw that the arg processing was handled by ProcessSearchQuery, and then ran: find $RT/lib -name \*.pm -print | xargs grep ProcessSearchQuery (find | xargs grep is your friend!) Warning: We're running an old (2.0.0 pre15!) version of RT, so what I'm telling you might be out of date. (darren) -- Everybody wants to go to heaven, but nobody wants to die. -- Peter Tosh From tom at redpepperracing.com Wed Feb 19 15:21:45 2003 From: tom at redpepperracing.com (Tom Lichti) Date: Wed, 19 Feb 2003 15:21:45 -0500 Subject: [rt-users] Sorting records in report using Weekly.html In-Reply-To: <20030219-9579df898521f7ada82c3fb6819a8513@mail.boston.com> References: <20030219-9579df898521f7ada82c3fb6819a8513@mail.boston.com> Message-ID: <62174231.1045668103@[10.10.20.171]> I looked in Listing.html, but I didn't know where to go from there. And I am no stranger to find and xargs grep, trust me... :) I just couldn't figure out what to look for from there. I'm a Sun/Linux admin by trade, hacker by necessity... Tom --On Wednesday, February 19, 2003 3:15 PM -0500 darren chamberlain wrote: > * Tom Lichti [2003-02-19 15:08]: >> Yup, that did it. Perhaps I should just ask you directly next time? :) > > The answers (and praise, hint hint ;) go into the archives, though... > >> What is the RT::Interface that you mentioned below? I have been trying >> to find a source of info on how to do what I'm doing but haven't found >> much. > > In the past, I've spent some time poking about in $RT/lib; > RT::Interface::{Web,Email,CLI} define helper functions and other Useful > Things relevant to specific interfaces to RT. In this case, I looked in > WebRT/html/Search/Listing.html, saw that the arg processing was handled > by ProcessSearchQuery, and then ran: > > find $RT/lib -name \*.pm -print | xargs grep ProcessSearchQuery > > (find | xargs grep is your friend!) > > Warning: We're running an old (2.0.0 pre15!) version of RT, so what I'm > telling you might be out of date. > > (darren) > > -- > Everybody wants to go to heaven, but nobody wants to die. > -- Peter Tosh > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 Wed Feb 19 15:54:19 2003 From: seph at directionless.org (seph) Date: Wed, 19 Feb 2003 12:54:19 -0800 Subject: [rt-users] editing ticket ? In-Reply-To: ("Robert Grasso"'s message of "Wed, 19 Feb 2003 10:11:22 +0100") References: Message-ID: > I am running RT v2.0.15 on RedHat 7.2. I have a request from our support > staff : sometimes they would like to correct a mistake - might be a simple > spelling mistake - within comments within an already stored ticket. Is there > a means to edit the body, not adding new text to the existing ticket > (without diving into the mysql data directly) ? I searched the list without > success ... I don't think there's anything like that. It's contrary to the idea of a ticketing system to be able to edit history like that. seph From Doug.Lawson at wfinet.com Wed Feb 19 16:48:48 2003 From: Doug.Lawson at wfinet.com (Doug Lawson) Date: Wed, 19 Feb 2003 13:48:48 -0800 Subject: [rt-users] Limiting user assignment by queue. Message-ID: This might have been asked already, but I am not finding it in the archives. When updating a ticket a user has the ability to assign the ticket to any privileged user in the system. Is there a way to change this behavior? As an example I have a queues called Foo-Queue and Bar-Queue. I have a users named Foo-Tech and Bar-Tech. I also have a user named BOFH. Foo-Tech only has rights in Foo-Queue and Bar-Tech only has rights in Bar-Queue, BOFH has rights in both. When Foo-Tech is working a ticket I want him to be able to escalate it only to other users that have rights in his queue. So he would be able to assign the ticket to BOFH but not Bar-Tech. There doesn't appear to be an easy way to make this happen, but it would simplify my life if it is possible. Thank you. ? Attention: Any views expressed in this message are those of the individual sender, except where the message states otherwise and the sender is authorized to state them to be the views of any such entity. The information contained in this message and or attachments is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If you received this in error, please contact the sender and delete the material from any system and destroy any copies. From jmoore at purdue.edu Wed Feb 19 17:16:49 2003 From: jmoore at purdue.edu (Jim Moore) Date: Wed, 19 Feb 2003 17:16:49 -0500 Subject: [rt-users] User creation question Message-ID: <5.1.1.6.0.20030219170153.01bd9b60@macaroni.itcs.purdue.edu> Forgive me if my question has already been asked. If someone has any pointers on the following I would appreciated it. We need to allow users to submit requests by email as well as give them the ability to view the status of their requests. Our requests could potentially come from anywhere both local and external. I've been able to configure RT to accept mail from an external source and create a ticket, and add the message to the correct queue. If I check the users list I can see that the external email account has a user name created for it. However, I cannot seem to figure out how these users will be able to look at the status of their request. If they go to the login page and type in their email address for the login it still expects a password. I've created an account manually with password that looks like they would be able to view their own requests. Is there a mechanism already available that would either: a) Automatically issue the new user a password? b) A mechanism to allow them access to their ticket based on the ticket number? Any assistance on this would be appreciated. Thanks. Jim From pdh at bestpractical.com Wed Feb 19 17:34:10 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Thu, 20 Feb 2003 08:34:10 +1000 Subject: [rt-users] Limiting user assignment by queue. In-Reply-To: References: Message-ID: <20030219223410.GE445@luggage.internal.moreton.com.au> Doug Lawson wrote: > When updating a ticket a user has the ability to assign the ticket to > any privileged user in the system. Is there a way to change this > behavior? Grant the OwnTicket right only to those you wish to be able to Own Tickets in each queue. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From savage at savage.za.org Wed Feb 19 18:15:33 2003 From: savage at savage.za.org (Chris Knipe) Date: Thu, 20 Feb 2003 01:15:33 +0200 Subject: [rt-users] Some questions / ideas... Message-ID: <003f01c2d86c$cd5543e0$1e01a8c0@genocide> Lo everyone, Just some questions / ideas... Help, feedback and discussions would be appreciated. In the user/group rights... Will it be possible for a new option. Resolve Ticket? Basically, I want a set of engineers working on a ticket, and only have a AdminCC be able to close/resolve a ticket after confirmation has been received from the requestor that the ticket has in fact been resolved to their satisfaction... I do not feel it is necessary to annoy a AdminCC to change any status in a ticket however (such as open / dead / etc), and thus I still want the engineer to be able to change the status of the ticket himself, but not to be able to resolve it... Perhaps add another "level" for the status of a ticket? Secondly, with the SeeQueue right, howcome a user cannot view the queue through listing.html if he does not also have the ViewTicket right? Here, I want to work towards a scenario where a ticket must first be owned before it can be viewed. However, for a user to "take" the ticket, the listing of the tickets must be visible through listing.html for them to take the ownership. Yet, listing.html refuses to show the queue regardless of the SeeQueue right, and hence the only way I can do this is to allow everyone to view everyone else's tickets... This, in my books can breach confidentiality and hence I want to try and avoid this... Also, is there a way to automatically open a ticket when it is taken? Thanks, -- me From Doug.Lawson at wfinet.com Wed Feb 19 19:25:25 2003 From: Doug.Lawson at wfinet.com (Doug Lawson) Date: Wed, 19 Feb 2003 16:25:25 -0800 Subject: [rt-users] Limiting user assignment by queue. Message-ID: Thanks, after looking into it a bit more it seems that user Bar-Tech had been given user rights in the global configuration and all of the other right I use are done by group at the queue level. Once I corrected that everything started working the way it should. I thought that it was kind of a braindead way for a ticket system to work, when all along it was a dumb error on my part. -----Original Message----- From: Phil Homewood [mailto:pdh at bestpractical.com] Sent: Wednesday, February 19, 2003 2:34 PM To: rt-users at lists.fsck.com Subject: Re: [rt-users] Limiting user assignment by queue. Doug Lawson wrote: > When updating a ticket a user has the ability to assign the ticket to > any privileged user in the system. Is there a way to change this > behavior? Grant the OwnTicket right only to those you wish to be able to Own Tickets in each queue. -- >|< 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 ? Attention: Any views expressed in this message are those of the individual sender, except where the message states otherwise and the sender is authorized to state them to be the views of any such entity. The information contained in this message and or attachments is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If you received this in error, please contact the sender and delete the material from any system and destroy any copies. From ASnare at allshare.nl Thu Feb 20 04:22:59 2003 From: ASnare at allshare.nl (Andrew Snare) Date: Thu, 20 Feb 2003 10:22:59 +0100 Subject: [rt-users] Re: default scrips on queues: owner change notification In-Reply-To: <5.1.0.14.2.20030219092020.00b8ea60@mail.netburner.com> References: <3E53BC14.2070402@allshare.nl> Message-ID: <5.1.0.14.0.20030220101227.02c37bf8@10.1.3.36> >At 06:17 PM 2/19/2003 +0100, Alex Fung A Foek wrote: >>I'm currently using RT 2-1-75 on a debian box with apache 1.3.26, perl >>5.6.1, modperl1 and postgresql 7.2.1. When changing the owner or >>"stealing" the ticket, I don't get an email notification eventhough the >>global "on owner change" scrips are in place for all queues. >>I know that email notification works, because I do get an email when a >>new ticket is created in the queue or when the ticket status is changed. >>I've tried changing the user rights and group rights, but had no success >>in getting the "on owner change" scrips to work. I've also tried adding >>different users to the CC, AdminCC and Requestor watchers, but none of >>them get an email notification when the ticket owner is changed. At 09:21 AM 19/02/2003 -0800, Forrest Stanley replied: >Try this out and see if it works. It appears to be what you want anyway. >http://www.fsck.com/pub/rt/contrib/2.0/NotifyOldOwner/ Not quite. We're trying to setup a work-flow whereby queue administrators get notified of ownership changes on the queues they look after. We also want the new owner to be notified. Old owner notification isn't really that important (unless it's a steal). In the rt-2-1-x releases we've tried, the On Owner Change scrip doesn't seem to get activated, which is the problem we're trying to report. - Andrew PS. I've CC'd this to rt-devel since it's probably a more appropriate forum, and Jesse may be watching there more carefully. :) From Ian.Grant at cl.cam.ac.uk Thu Feb 20 08:47:09 2003 From: Ian.Grant at cl.cam.ac.uk (Ian Grant) Date: Thu, 20 Feb 2003 13:47:09 +0000 Subject: [rt-users] Debugging messages Message-ID: I'm using rt-2-0-15 and I have added lines like $RT::Logger->debug("Debug stuff"); to various places under WebRT but I am not seeing any output in log files. My configure.pm has $LogDir = "/tmp"; $LogToScreen = 'error'; $LogToFile = 'debug'; #$LogToFileNamed = "$LogDir/rt.log.".$$.".".$<; #log to rt.log.. $LogToFileNamed = "$LogDir/rt.log".$<; #log to rt.log.user; I am not seeing anything in /tmp/rt.log.* when I use WebRT. However I do get output when I use the command line interface. Does anyone have any ideas? My web server is configured to run daemons as user www (uid 88) and group rt. -- Ian Grant, Computer Lab., William Gates Building, JJ Thomson Ave., Cambridge Phone: +44 1223 334420 From vindex at apartia.org Thu Feb 20 09:04:18 2003 From: vindex at apartia.org (Louis-David Mitterrand) Date: Thu, 20 Feb 2003 15:04:18 +0100 Subject: [rt-users] incompatibility with Postgres 7.3 Message-ID: <20030220140418.GC30219@apartia.org> Hi, I just installed RT on our debian (unstable) server and think I came accross a bug triggered by a change in the way Postgres 7.3 handles integer comparisons: you can no longer INSERT or equate an INTEGER to an empty space. In 7.2 the empty space would be silently treated as 0, now it triggers this error: auction=# select 0 = ''; ERROR: pg_atoi: zero-length string In RT 2.1.75 the bug is triggered when creating a ticket from the web interface: [Thu Feb 20 13:45:25 2003] [warning]: DBD::Pg::st execute failed: ERROR: pg_atoi: zero-length string at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 376. (/usr/local/rt3/lib/RT.pm:220) [Thu Feb 20 13:45:25 2003] [warning]: RT::Handle=HASH(0xaafb37c) couldn't execute the query 'INSERT INTO Tickets (TimeEstimated, Status, Queue, Type, InitialPriority, Starts, TimeWorked, LastUpdated, Subject, FinalPriority, TimeLeft, Creator, Owner, LastUpdatedBy, Resolved, Created, Priority, Due) VALUES (?, ?, ?, ?, ? , ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 383. (/usr/local/rt3/lib/RT.pm:220) Let me know if you need more details, Best regards, thanks for what seems like a great app! -- ldm at apartia.org From js138 at eng.cam.ac.uk Thu Feb 20 09:06:34 2003 From: js138 at eng.cam.ac.uk (J. Sloan) Date: Thu, 20 Feb 2003 14:06:34 +0000 (GMT) Subject: [rt-users] Terminological query - 'Requestor' Message-ID: I have a slight issue or query regarding the term 'Requestor'. It seems from our point of view that this can be a slightly misleading term in the following instance: We have a role address (lets call it 'support') which has a queue of a matching name. When queries come in to this address the Requestor is indeed an appropriate term for the person who submits that first email and to whom correspondance but not comments to that ticket get directed. However we also have a need to create tickets where support initiates the email conversation. We can do this by setting the 'Requestor' to be the person to whom we wish to direct the email, causing their replies to be correctly associated with the ticket as we desire. However 'Requestor' doesn't seem an appropriate name in that circumstance and there is some concern that naiive users might become confused if they access these tickets via the web. Would 'Correspondant' not be a better term? I can see that changing it might be a bit of a trauma, but it might be worth considering nevertheless. Alternatively if someone can suggest an alternate way of addressing this particular need, I'm all ears. Thanks. John From jdunn at verticalscope.com Thu Feb 20 10:44:11 2003 From: jdunn at verticalscope.com (Julian C. Dunn) Date: 20 Feb 2003 10:44:11 -0500 Subject: [rt-users] incompatibility with Postgres 7.3 In-Reply-To: <20030220140418.GC30219@apartia.org> References: <20030220140418.GC30219@apartia.org> Message-ID: <1045755851.11686.10.camel@jedi.office.verticalscope.com> On Thu, 2003-02-20 at 09:04, Louis-David Mitterrand wrote: > Hi, > > I just installed RT on our debian (unstable) server and think I came > accross a bug triggered by a change in the way Postgres 7.3 handles > integer comparisons: you can no longer INSERT or equate an INTEGER to an > empty space. In 7.2 the empty space would be silently treated as 0, now > it triggers this error: > > auction=# select 0 = ''; > ERROR: pg_atoi: zero-length string Yes, I came across this about two weeks ago. I believe someone replied and said to me that Jesse's only supporting Postgres 7.2. - Julian -- -- Julian C. Dunn, B.A.Sc. -- Senior Software Developer / UNIX Systems Administrator -- VerticalScope Inc. -- 111 Peter St., Suite 700, Toronto, ON -- Tel: (416) 341-8950 x236 Fax: (416) 341-8959 From bthauvin at clearchannel.fr Thu Feb 20 10:52:42 2003 From: bthauvin at clearchannel.fr (THAUVIN Blaise (Dir. Informatique)) Date: Thu, 20 Feb 2003 16:52:42 +0100 Subject: [rt-users] Terminological query - 'Requestor' Message-ID: <870E25EC362DD6118A7400306E1260E2010D4A65@33par_exchange.dauphin-affichage.com> Hi, Have you had a look at how RT3 deals with internationalization? For each language, a file lets you map the original strings to the translated ones. From vindex at apartia.org Thu Feb 20 11:26:39 2003 From: vindex at apartia.org (Louis-David Mitterrand) Date: Thu, 20 Feb 2003 17:26:39 +0100 Subject: [rt-users] incompatibility with Postgres 7.3 In-Reply-To: <1045755851.11686.10.camel@jedi.office.verticalscope.com> References: <20030220140418.GC30219@apartia.org> <1045755851.11686.10.camel@jedi.office.verticalscope.com> Message-ID: <20030220162639.GA31725@apartia.org> On Thu, Feb 20, 2003 at 10:44:11AM -0500, Julian C. Dunn wrote: > On Thu, 2003-02-20 at 09:04, Louis-David Mitterrand wrote: > > Hi, > > > > I just installed RT on our debian (unstable) server and think I came > > accross a bug triggered by a change in the way Postgres 7.3 handles > > integer comparisons: you can no longer INSERT or equate an INTEGER to an > > empty space. In 7.2 the empty space would be silently treated as 0, now > > it triggers this error: > > > > auction=# select 0 = ''; > > ERROR: pg_atoi: zero-length string > > Yes, I came across this about two weeks ago. I believe someone replied > and said to me that Jesse's only supporting Postgres 7.2. I would happily send a patch but for the life of me I can't find the place where queries are constructed and executed in the RT code. Do you have any pointers? -- ldm at apartia.org From cunharn at vodafone.pt Thu Feb 20 11:41:49 2003 From: cunharn at vodafone.pt (=?ISO-8859-1?Q?Rodrigo_Nuno_Bragan=E7a_da_Cunha?=) Date: Thu, 20 Feb 2003 16:41:49 +0000 Subject: [rt-users] Various intances in the same machine? Message-ID: <3E55054D.6080705@vodafone.pt> Hi! What would be the best way of running various instances of RT in the same machine? I'm thinking about compiling 3 different Apaches with mod-perl and binding each one to a different IP, each one using a different RT instalation. -- Rodrigo From bthauvin at clearchannel.fr Thu Feb 20 11:49:08 2003 From: bthauvin at clearchannel.fr (THAUVIN Blaise (Dir. Informatique)) Date: Thu, 20 Feb 2003 17:49:08 +0100 Subject: [rt-users] Various intances in the same machine? Message-ID: <870E25EC362DD6118A7400306E1260E2010D4A66@33par_exchange.dauphin-affichage.com> You don't need to compile and run 3 different binaries. I run two instances of RT out of the same Apache installation. I only use two different configuration files in the same directory structure and start/stop the servers independently. You can either use different IP adresses or different IP ports on the same address which is even simpler from my point of vue (but may fail if you local security policies are very strict on port usage). Blaise -----Message d'origine----- De : Rodrigo Nuno Bragan?a da Cunha [mailto:cunharn at vodafone.pt] Envoy? : jeudi 20 f?vrier 2003 17:42 ? : rt-users at lists.fsck.com Objet : [rt-users] Various intances in the same machine? Hi! What would be the best way of running various instances of RT in the same machine? I'm thinking about compiling 3 different Apaches with mod-perl and binding each one to a different IP, each one using a different RT instalation. -- Rodrigo _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- An HTML attachment was scrubbed... URL: From khera at kcilink.com Thu Feb 20 11:52:23 2003 From: khera at kcilink.com (Vivek Khera) Date: Thu, 20 Feb 2003 11:52:23 -0500 Subject: [rt-users] Various intances in the same machine? In-Reply-To: <3E55054D.6080705@vodafone.pt> References: <3E55054D.6080705@vodafone.pt> Message-ID: <15957.1991.372327.88770@onceler.int.kciLink.com> >>>>> "RNBdC" == Rodrigo Nuno Bragan?a da Cunha writes: RNBdC> I'm thinking about compiling 3 different Apaches with mod-perl and RNBdC> binding each one to a different IP, each one using a different RT RNBdC> instalation. You don't need three identical copies of the same software, just three different config files and data stores. Apache can be told which config file to use upon startup, in which you can tell it to use different doc roots and RT configs. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= 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 Ian.Grant at cl.cam.ac.uk Thu Feb 20 12:15:36 2003 From: Ian.Grant at cl.cam.ac.uk (Ian Grant) Date: Thu, 20 Feb 2003 17:15:36 +0000 Subject: [rt-users] Debugging messages In-Reply-To: Message from Ian Grant of "Thu, 20 Feb 2003 13:47:09 GMT." Message-ID: > I'm using rt-2-0-15 and I have added lines like > > $RT::Logger->debug("Debug stuff"); > > to various places under WebRT but I am not seeing any output in log files. I am still stuck with this. As far as I can see RT::Init() (and therefore RT:InitLogging) is not being called under the WebRT. Is this correct? There is a call to RT::Init in the append() sub in webmux.pl, but that is not being called either. I am very confused. -- Ian Grant, Computer Lab., William Gates Building, JJ Thomson Ave., Cambridge Phone: +44 1223 334420 From osilva at scuff.cc.utexas.edu Thu Feb 20 12:19:09 2003 From: osilva at scuff.cc.utexas.edu (Oscar Ricardo Silva) Date: Thu, 20 Feb 2003 11:19:09 -0600 Subject: [rt-users] Internet Explorer dies will trying to run search Message-ID: <5.1.0.14.2.20030220110447.02290008@scuff.cc.utexas.edu> Server: Red Hat Linux 7.3 Kernel: 2.4.18 RT versioin: 2.0.7 Client machine: Windows XP, SP1 Browser: IE 6, SP1 Java: Sun, Java 1.4.0 When we try to do a search, we get: The instruction at "0x10004281" referenced memory at "0x00243000". The memory could not be "written". Click on OK to terminate the program. I saw something similar in the archives, but the situation is not the same. That person had some IE add-ins that were the cause of the problem. That's not the issue here, the machine is fairly clean, recently installed from scratch. ***************************** ***************************** OK, having written all that, I went back to check all that was installed on the machine. Playing around with the Java Control Panel, I disabled Java for IE, tried it and it worked. I then re-enabled it and it's still working. Not trying to waste anybody's time, just thought it would be useful to report problems and possible ways to fix them. Oscar From darren at boston.com Thu Feb 20 12:26:22 2003 From: darren at boston.com (darren chamberlain) Date: Thu, 20 Feb 2003 12:26:22 -0500 Subject: [rt-users] incompatibility with Postgres 7.3 In-Reply-To: <20030220162639.GA31725@apartia.org> References: <20030220140418.GC30219@apartia.org> <1045755851.11686.10.camel@jedi.office.verticalscope.com> <20030220162639.GA31725@apartia.org> Message-ID: <20030220-a89de148d19c4e1af1711af89f3f9dae@mail.boston.com> * Louis-David Mitterrand [2003-02-20 11:28]: > I would happily send a patch but for the life of me I can't find the > place where queries are constructed and executed in the RT code. Do you > have any pointers? All the SQL generation is handled in DBIx::SearchBuilder. There has been a flurry of activity with it recently, I believe centered around changes in Pg 7.3; have you upgraded to the latest version (0.79)? (darren) -- Alden's Laws: (1) Giving away baby clothes and furniture is the major cause of pregnancy. (2) Always be backlit. (3) Sit down whenever possible. From jesse at bestpractical.com Thu Feb 20 12:29:08 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 20 Feb 2003 12:29:08 -0500 Subject: [rt-users] incompatibility with Postgres 7.3 In-Reply-To: <1045755851.11686.10.camel@jedi.office.verticalscope.com> References: <20030220140418.GC30219@apartia.org> <1045755851.11686.10.camel@jedi.office.verticalscope.com> Message-ID: <20030220172908.GE31136@pallas.fsck.com> On Thu, Feb 20, 2003 at 10:44:11AM -0500, Julian C. Dunn wrote: > On Thu, 2003-02-20 at 09:04, Louis-David Mitterrand wrote: > > Hi, > > > > I just installed RT on our debian (unstable) server and think I came > > accross a bug triggered by a change in the way Postgres 7.3 handles > > integer comparisons: you can no longer INSERT or equate an INTEGER to an > > empty space. In 7.2 the empty space would be silently treated as 0, now > > it triggers this error: > > > > auction=# select 0 = ''; > > ERROR: pg_atoi: zero-length string > > Yes, I came across this about two weeks ago. I believe someone replied > and said to me that Jesse's only supporting Postgres 7.2. Have a look at the current RT 2.1 snapshots. 2.1 (Which will become 3.0) is built to support Postgres 7.3 -jesse > > - Julian > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From vindex at apartia.org Thu Feb 20 12:32:02 2003 From: vindex at apartia.org (Louis-David Mitterrand) Date: Thu, 20 Feb 2003 18:32:02 +0100 Subject: [rt-users] incompatibility with Postgres 7.3 In-Reply-To: <20030220172908.GE31136@pallas.fsck.com> References: <20030220140418.GC30219@apartia.org> <1045755851.11686.10.camel@jedi.office.verticalscope.com> <20030220172908.GE31136@pallas.fsck.com> Message-ID: <20030220173202.GA32299@apartia.org> On Thu, Feb 20, 2003 at 12:29:08PM -0500, Jesse Vincent wrote: > On Thu, Feb 20, 2003 at 10:44:11AM -0500, Julian C. Dunn wrote: > > On Thu, 2003-02-20 at 09:04, Louis-David Mitterrand wrote: > > > I just installed RT on our debian (unstable) server and think I came > > > accross a bug triggered by a change in the way Postgres 7.3 handles > > > integer comparisons: you can no longer INSERT or equate an INTEGER to an > > > empty space. In 7.2 the empty space would be silently treated as 0, now > > > it triggers this error: > > > > > > auction=# select 0 = ''; > > > ERROR: pg_atoi: zero-length string > > > > Yes, I came across this about two weeks ago. I believe someone replied > > and said to me that Jesse's only supporting Postgres 7.2. > > Have a look at the current RT 2.1 snapshots. 2.1 (Which will become 3.0) > is built to support Postgres 7.3 But I am using 2.1.75 already. -- ldm at apartia.org From jesse at bestpractical.com Thu Feb 20 12:34:02 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 20 Feb 2003 12:34:02 -0500 Subject: [rt-users] incompatibility with Postgres 7.3 In-Reply-To: <20030220173202.GA32299@apartia.org> References: <20030220140418.GC30219@apartia.org> <1045755851.11686.10.camel@jedi.office.verticalscope.com> <20030220172908.GE31136@pallas.fsck.com> <20030220173202.GA32299@apartia.org> Message-ID: <20030220173402.GG31136@pallas.fsck.com> Can you send a _specific_ bug report in, then? I was fairly sure that all of the atoi stuff had been dealt with in the 2.1.x series. On Thu, Feb 20, 2003 at 06:32:02PM +0100, Louis-David Mitterrand wrote: > On Thu, Feb 20, 2003 at 12:29:08PM -0500, Jesse Vincent wrote: > > On Thu, Feb 20, 2003 at 10:44:11AM -0500, Julian C. Dunn wrote: > > > On Thu, 2003-02-20 at 09:04, Louis-David Mitterrand wrote: > > > > I just installed RT on our debian (unstable) server and think I came > > > > accross a bug triggered by a change in the way Postgres 7.3 handles > > > > integer comparisons: you can no longer INSERT or equate an INTEGER to an > > > > empty space. In 7.2 the empty space would be silently treated as 0, now > > > > it triggers this error: > > > > > > > > auction=# select 0 = ''; > > > > ERROR: pg_atoi: zero-length string > > > > > > Yes, I came across this about two weeks ago. I believe someone replied > > > and said to me that Jesse's only supporting Postgres 7.2. > > > > Have a look at the current RT 2.1 snapshots. 2.1 (Which will become 3.0) > > is built to support Postgres 7.3 > > But I am using 2.1.75 already. > > -- > ldm at apartia.org -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From josh at saratoga.lib.ny.us Thu Feb 20 13:54:16 2003 From: josh at saratoga.lib.ny.us (Josh Kuperman) Date: Thu, 20 Feb 2003 13:54:16 -0500 Subject: [rt-users] Is PAM authentication possible? Message-ID: <20030220135416.A20793@saratoga.lib.ny.us> I was wondering if I could use PAM authentication with RT. I don't have a problem with MySQL but if I could set it up to use PAM then everyone with a login could be automatically configured (at least as far as thier password and e-mail address goes). -- Josh Kuperman josh at saratoga.lib.ny.us From pdh at bestpractical.com Thu Feb 20 17:08:27 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 21 Feb 2003 08:08:27 +1000 Subject: [rt-users] Debugging messages In-Reply-To: References: Message-ID: <20030220220827.GA470@luggage.internal.moreton.com.au> Ian Grant wrote: > I am not seeing anything in /tmp/rt.log.* when I use WebRT. However I do get > output when I use the command line interface. http://fsck.com/rtfm/article.html?id=5#112 by any chance? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Thu Feb 20 17:18:35 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 21 Feb 2003 08:18:35 +1000 Subject: [rt-users] Is PAM authentication possible? In-Reply-To: <20030220135416.A20793@saratoga.lib.ny.us> References: <20030220135416.A20793@saratoga.lib.ny.us> Message-ID: <20030220221835.GC470@luggage.internal.moreton.com.au> Josh Kuperman wrote: > I was wondering if I could use PAM authentication with RT. I don't > have a problem with MySQL but if I could set it up to use PAM then > everyone with a login could be automatically configured (at least as > far as thier password and e-mail address goes). set $WebExternalAuth in config.pm and get Apache to auth against PAM? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jo2y at midnightlinux.com Thu Feb 20 20:45:45 2003 From: jo2y at midnightlinux.com (James O'Kane) Date: Thu, 20 Feb 2003 20:45:45 -0500 (EST) Subject: [rt-users] Is PAM authentication possible? In-Reply-To: <20030220221835.GC470@luggage.internal.moreton.com.au> Message-ID: On Fri, 21 Feb 2003, Phil Homewood wrote: > Josh Kuperman wrote: > > I was wondering if I could use PAM authentication with RT. I don't > > have a problem with MySQL but if I could set it up to use PAM then > > everyone with a login could be automatically configured (at least as > > far as thier password and e-mail address goes). > > set $WebExternalAuth in config.pm and get Apache to auth against PAM? I started off this way, but you also need to have users in the RT database. I wanted to try authentication to afs via PAM, and if that fails, try RT's database. Here is what I've put in local/WebRT/html/autohandler for RT2.0.15 http://www.midnightlinux.com/~jo2y/autohandler.diff It's not a drop-in replacement, but it should give some ideas, and if someone who is good at perl skim over my change and let me know if there is a better way, I'd appriciate it. -james From pdh at bestpractical.com Thu Feb 20 23:15:28 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 21 Feb 2003 14:15:28 +1000 Subject: [rt-users] What queues does Fred watch? Message-ID: <20030221041528.GB1375@luggage.internal.moreton.com.au> The above question gets asked here every now and then. Here's the answer. Drop the attached Watches.html into Admin/Users, and add something like Watches => { title => 'Watches', path => "Admin/Users/Watches.html?id=".$id }, to Admin/Elements/UserTabs. Then enjoy the ability to manage a user's watches from Configuration->Users->fred .... (Thanks to J. Pirkkanen's Admin/Users/Groups.html for the inspiration.) -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. -------------- next part -------------- An HTML attachment was scrubbed... URL: From pdh at bestpractical.com Thu Feb 20 23:26:56 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 21 Feb 2003 14:26:56 +1000 Subject: [rt-users] What queues does Fred watch? In-Reply-To: <20030221041528.GB1375@luggage.internal.moreton.com.au> References: <20030221041528.GB1375@luggage.internal.moreton.com.au> Message-ID: <20030221042656.GC1375@luggage.internal.moreton.com.au> Phil Homewood wrote: > Drop the attached Watches.html into Admin/Users, and add .. and be sure to change the line
to because I forgot to. :-) -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Thu Feb 20 23:48:02 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 20 Feb 2003 23:48:02 -0500 Subject: [rt-users] [rt-announce] RT 3.0 Beta 2 Message-ID: <20030221044802.GE31136@pallas.fsck.com> I'm pleased to announce RT 3.0 Beta 2. This release is identical to the 2-1-75 development snapshot. It contains a number of improvements and bug fixes relative to Beta 1, released several weeks ago. A brief list of those changes: * Updated Ticket search infrastructure (including a number of bug fixes and several performance improvements) * New API functions to make building custom UI with custom fields easier * Login copyright notice corrected * Cleanups and fixes to the callback system * Fixes to Transaction Create to better check for bogus data * Minor fixes to Scrip Editing * Various minor UI enhancements * "Resolved" date now gets set on Resolve, Reject or Delete. * If a message can't be transcoded to UTF-8, RT now tries much more carefully to do something useful with the message * Scrips are now installed by default. * Scrips for approvals are now installed by default * "Open Ticket on Correspond" functionality has been extracted to a scrip * Infrastructure for database additions during upgrades has been put in place * Removed some legacy code * Web interface keyboard navigation has been improved * When sending notifications via scrips, RT can now optionally attach attachments to messages it sends if the scrip's template contains the header "RT-Attach-Message: yes" * Fixed a bug that prevented updates by mail from new users * RT now provides much more detailed and much more useful logging for messages it sends via scrips * RT's default password hashing algorithm has been switched to MD5, to work around buggy GlibC crypt implementations. (Though current crypted passwords will continue to work) At this point, our 3.0 showstopper list is fairly short: * Update translations (Several pending commit at this moment) * The new CLI needs to be completed and integrated * The SelfService UI needs to be brought up to spec for 3.0 You can pick up the new release at http://bestpractical.com/pub/rt/devel/rt-3-0-beta-2.tar.gz Best, Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. _______________________________________________ rt-announce mailing list rt-announce at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-announce From wash at wananchi.biz Fri Feb 21 02:29:17 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Fri, 21 Feb 2003 10:29:17 +0300 Subject: [rt-users] RT causes core dumps for apache+modperl1 Message-ID: <20030221072917.GB20192@ns2.wananchi.com> Hello RT likes, WARNING: This is rather long. Please bear with me. I seem to have a strange problem which I believe only hawk-eyed gurus can bail me out of. I've used a script to compile apache+mod_ssl+modperl1. This script can be seen at https://beastie.wananchi.com/~wash/Apache/build-script.txt I am wondering if it's a problem within that script because when I use it, the moment I run `apachectl configtest` I get syntax OK, and a core dump. This is happening on 2 FreeBSD boxes (one is 4.7-STABLE, the other 5.0-RELEASE). Perl versions are as follows: 4.7-STABLE has Perl-5.6.1 while 5.0-RELEASE has 5.8. Both have Apache-1.3.27 and modperl1. This happens only with static compilation of modperl into apache. When I comment out the RT VirtualHost or run RT using FCGI, I don't get this core dump. When I install apache-mod_ssl/modperl each from the ports, meaning I have modperl as DSO the setup works okay. I would love to have modperl statically compiled into apache though. I am wondering if anyone can reproduce the crash using the script on a test box (wishful thinking..) Here are some more details: Apache-1.3.27 statically compiled with modperl (see script above) Full analysis of the core files using gdb on both systems can be found at the URL: https://beastie.wananchi.com/~wash/Apache/ OPTION 1 (Static): This core dumps beastie# httpd -l Compiled-in modules: http_core.c mod_so.c mod_perl.c suexec: enabled; valid wrapper /usr/local/sbin/suexec OPTION 2 (DSO): This does NOT core dump! wash at ns2 ('tty') ~ 1 -> httpd -l Compiled-in modules: http_core.c mod_so.c suexec: enabled; valid wrapper /usr/local/sbin/suexec The VirtualHost entry that causes this on the 5.0 system is below. The only variation to this on the 4.7 system is that on the 4.7 system it's rt-2-0-15. When I run rt3 using fastcgi on the 5.0 system there is no problem at all. ServerName rt3.wananchi.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 Thanking you for your time. -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: +254 2 313985-9 +254 2 313922 so I installed FreeBSD." GSM: +254 72 743223 +254 733 744121 This sig is McQ! :-) Those who make peaceful revolution impossible will make violent revolution inevitable. -- John F. Kennedy From shimi at shimi.net Fri Feb 21 02:39:14 2003 From: shimi at shimi.net (shimi) Date: Fri, 21 Feb 2003 09:39:14 +0200 (IST) Subject: [rt-users] RT causes core dumps for apache+modperl1 In-Reply-To: <20030221072917.GB20192@ns2.wananchi.com> Message-ID: its said in the installation instructions that compiling modperl as a DSO will almost always cause apache to crash. did you do that? if not - what also happend to me is that if I didn't load the module to connect apache to the SQL backend, that is: PerlModule Apache::DBI sometimes the make deps doesn't install that (as suggested in the manual) and you shold download the apache stuff manually with cpan (again, as suggested in the manual) - and then it works... or at least, that's how it was for me :) On Fri, 21 Feb 2003, Odhiambo Washington wrote: > > > Hello RT likes, > > WARNING: This is rather long. Please bear with me. > > > I seem to have a strange problem which I believe only hawk-eyed gurus can bail > me out of. I've used a script to compile apache+mod_ssl+modperl1. This script > can be seen at https://beastie.wananchi.com/~wash/Apache/build-script.txt > > I am wondering if it's a problem within that script because when I use it, the > moment I run `apachectl configtest` I get syntax OK, and a core dump. > > This is happening on 2 FreeBSD boxes (one is 4.7-STABLE, the other 5.0-RELEASE). > Perl versions are as follows: 4.7-STABLE has Perl-5.6.1 while 5.0-RELEASE has > 5.8. Both have Apache-1.3.27 and modperl1. This happens only with static > compilation of modperl into apache. > > When I comment out the RT VirtualHost or run RT using FCGI, I don't get this core > dump. When I install apache-mod_ssl/modperl each from the ports, meaning I have > modperl as DSO the setup works okay. I would love to have modperl statically compiled > into apache though. > > I am wondering if anyone can reproduce the crash using the script on a test > box (wishful thinking..) > > > Here are some more details: > > Apache-1.3.27 statically compiled with modperl (see script above) > > Full analysis of the core files using gdb on both systems can be found at the URL: > > https://beastie.wananchi.com/~wash/Apache/ > > > OPTION 1 (Static): This core dumps > > beastie# httpd -l > Compiled-in modules: > http_core.c > mod_so.c > mod_perl.c > suexec: enabled; valid wrapper /usr/local/sbin/suexec > > > > OPTION 2 (DSO): This does NOT core dump! > > wash at ns2 ('tty') ~ 1 -> httpd -l > Compiled-in modules: > http_core.c > mod_so.c > suexec: enabled; valid wrapper /usr/local/sbin/suexec > > > The VirtualHost entry that causes this on the 5.0 system is below. The only > variation to this on the 4.7 system is that on the 4.7 system it's rt-2-0-15. > When I run rt3 using fastcgi on the 5.0 system there is no problem at all. > > > > ServerName rt3.wananchi.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 > > > > > Thanking you for your time. > > > -Wash > > -- Best regards, Shimi ---- "Outlook is a massive flaming horrid blatant security violation, which also happens to be a mail reader." "Sure UNIX is user friendly; it's just picky about who its friends are." From wash at wananchi.biz Fri Feb 21 03:22:28 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Fri, 21 Feb 2003 11:22:28 +0300 Subject: [rt-users] RT causes core dumps for apache+modperl1 In-Reply-To: <18m7mI-000GQV-00@ns2.wananchi.com> References: <20030221072917.GB20192@ns2.wananchi.com> <18m7mI-000GQV-00@ns2.wananchi.com> Message-ID: <20030221082228.GC20192@ns2.wananchi.com> * shimi [20030221 10:39]: wrote: > > > its said in the installation instructions that compiling modperl as a DSO > will almost always cause apache to crash. did you do that? if not - what > also happend to me is that if I didn't load the module to connect apache > to the SQL backend, that is: > > PerlModule Apache::DBI > > sometimes the make deps doesn't install that (as suggested in the manual) > and you shold download the apache stuff manually with cpan (again, as > suggested in the manual) - and then it works... > > or at least, that's how it was for me :) Helli Shimi, I compiled modperl statically into apache. See the output below: beastie# httpd -l Compiled-in modules: http_core.c mod_so.c mod_perl.c suexec: enabled; valid wrapper /usr/local/sbin/suexec About Apache::DBI, I also have it installed: beastie# perl -MCPAN -e 'install Apache::DBI' CPAN: Storable loaded ok Going to read /usr/home/admin/.cpan/Metadata Database was generated on Thu, 20 Feb 2003 21:26:18 GMT Apache::DBI is up to date. beastie# Any more suggestions?? cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From shimi at shimi.net Fri Feb 21 03:35:19 2003 From: shimi at shimi.net (shimi) Date: Fri, 21 Feb 2003 10:35:19 +0200 (IST) Subject: [rt-users] RT causes core dumps for apache+modperl1 In-Reply-To: <20030221082228.GC20192@ns2.wananchi.com> Message-ID: i see. and... can you run it and paste the output of: # tail /var/log/httpd/error.log on your server (or the relevant file, if the error log of your server sits somewhere else)... ? On Fri, 21 Feb 2003, Odhiambo Washington wrote: > * shimi [20030221 10:39]: wrote: > > > > > > its said in the installation instructions that compiling modperl as a DSO > > will almost always cause apache to crash. did you do that? if not - what > > also happend to me is that if I didn't load the module to connect apache > > to the SQL backend, that is: > > > > PerlModule Apache::DBI > > > > sometimes the make deps doesn't install that (as suggested in the manual) > > and you shold download the apache stuff manually with cpan (again, as > > suggested in the manual) - and then it works... > > > > or at least, that's how it was for me :) > > > Helli Shimi, > > I compiled modperl statically into apache. See the output below: > > beastie# httpd -l > Compiled-in modules: > http_core.c > mod_so.c > mod_perl.c > suexec: enabled; valid wrapper /usr/local/sbin/suexec > > > > > About Apache::DBI, I also have it installed: > > beastie# perl -MCPAN -e 'install Apache::DBI' > CPAN: Storable loaded ok > Going to read /usr/home/admin/.cpan/Metadata > Database was generated on Thu, 20 Feb 2003 21:26:18 GMT > Apache::DBI is up to date. > beastie# > > > Any more suggestions?? > > > > cheers > - wash > +----------------------------------+-----------------------------------------+ > Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | > http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | > GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | > +---------------------------------+------------------------------------------+ > "Oh My God! They killed init! You Bastards!" > --from a /. post > -- Best regards, Shimi ---- "Outlook is a massive flaming horrid blatant security violation, which also happens to be a mail reader." "Sure UNIX is user friendly; it's just picky about who its friends are." From wash at wananchi.biz Fri Feb 21 04:03:26 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Fri, 21 Feb 2003 12:03:26 +0300 Subject: [rt-users] RT causes core dumps for apache+modperl1 In-Reply-To: <18m8iP-000NsJ-00@ns2.wananchi.com> References: <20030221082228.GC20192@ns2.wananchi.com> <18m8iP-000NsJ-00@ns2.wananchi.com> Message-ID: <20030221090326.GE20192@ns2.wananchi.com> * shimi [20030221 11:39]: wrote: > > i see. and... can you run it and paste the output of: > > # tail /var/log/httpd/error.log > > on your server (or the relevant file, if the error log of your server sits > somewhere else)... ? > Hello Shimi, Could you please be a little bit more specific? What would you like me to run? Well, assuming that you'd like me to run apache anyway (because it starts), here is the log output when I start apache: beastie# less /var/log/httpd-main-error.log [Fri Feb 21 11:56:00 2003] [notice] caught SIGTERM, shutting down [Fri Feb 21 11:56:09 2003] [notice] FastCGI: process manager initialized (pid 5459) [Fri Feb 21 11:56:09 2003] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 5460) [Fri Feb 21 11:56:10 2003] [notice] Apache/1.3.27 (Unix) mod_fastcgi/2.2.12 PHP/4.3.1 mod_ssl/2.8.12 OpenSSL/0.9.7 mod_perl/1.27 configured -- resuming normal operations [Fri Feb 21 11:56:10 2003] [notice] suEXEC mechanism enabled (wrapper: /usr/local/sbin/suexec) [Fri Feb 21 11:56:10 2003] [notice] Accept mutex: flock (Default: flock) /var/log/httpd-main-error.log (END) Is there any other data that you would like me to produce? cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From Ian.Grant at cl.cam.ac.uk Fri Feb 21 04:22:57 2003 From: Ian.Grant at cl.cam.ac.uk (Ian Grant) Date: Fri, 21 Feb 2003 09:22:57 +0000 Subject: [rt-users] Debugging messages In-Reply-To: Message from Phil Homewood of "Fri, 21 Feb 2003 08:08:27 +1000." <20030220220827.GA470@luggage.internal.moreton.com.au> Message-ID: > http://fsck.com/rtfm/article.html?id=5#112 by any chance? No. -- Ian Grant, Computer Lab., William Gates Building, JJ Thomson Ave., Cambridge Phone: +44 1223 334420 From shimi at shimi.net Fri Feb 21 05:04:25 2003 From: shimi at shimi.net (shimi) Date: Fri, 21 Feb 2003 12:04:25 +0200 (IST) Subject: [rt-users] RT causes core dumps for apache+modperl1 In-Reply-To: <20030221090326.GE20192@ns2.wananchi.com> Message-ID: wait wait wait, fastcgi and mod_perl on the same time? i understood that your apache *crashes* - what is the error message in the error log after the server *crashes* ? On Fri, 21 Feb 2003, Odhiambo Washington wrote: > * shimi [20030221 11:39]: wrote: > > > > i see. and... can you run it and paste the output of: > > > > # tail /var/log/httpd/error.log > > > > on your server (or the relevant file, if the error log of your server sits > > somewhere else)... ? > > > > Hello Shimi, > > Could you please be a little bit more specific? What would you like me to run? > Well, assuming that you'd like me to run apache anyway (because it starts), here > is the log output when I start apache: > > beastie# less /var/log/httpd-main-error.log > [Fri Feb 21 11:56:00 2003] [notice] caught SIGTERM, shutting down > [Fri Feb 21 11:56:09 2003] [notice] FastCGI: process manager initialized (pid 5459) > [Fri Feb 21 11:56:09 2003] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 5460) > [Fri Feb 21 11:56:10 2003] [notice] Apache/1.3.27 (Unix) mod_fastcgi/2.2.12 PHP/4.3.1 mod_ssl/2.8.12 OpenSSL/0.9.7 mod_perl/1.27 > configured > -- resuming normal operations > [Fri Feb 21 11:56:10 2003] [notice] suEXEC mechanism enabled (wrapper: /usr/local/sbin/suexec) > [Fri Feb 21 11:56:10 2003] [notice] Accept mutex: flock (Default: flock) > /var/log/httpd-main-error.log (END) > > > Is there any other data that you would like me to produce? > > > > > cheers > - wash > +----------------------------------+-----------------------------------------+ > Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | > http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | > GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | > +---------------------------------+------------------------------------------+ > "Oh My God! They killed init! You Bastards!" > --from a /. post > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- Best regards, Shimi ---- "Outlook is a massive flaming horrid blatant security violation, which also happens to be a mail reader." "Sure UNIX is user friendly; it's just picky about who its friends are." From wash at wananchi.biz Fri Feb 21 05:23:50 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Fri, 21 Feb 2003 13:23:50 +0300 Subject: [rt-users] RT causes core dumps for apache+modperl1 In-Reply-To: <18mA2l-000A67-00@ns2.wananchi.com> References: <20030221090326.GE20192@ns2.wananchi.com> <18mA2l-000A67-00@ns2.wananchi.com> Message-ID: <20030221102350.GH20192@ns2.wananchi.com> * shimi [20030221 13:04]: wrote: > > wait wait wait, fastcgi and mod_perl on the same time? Not at the same time. I get a core dump when 1. I use the modperl config for RT 2. I run apachectl configtest I do not get a core dump when 1. I use fcgi config for RT 2. I run configtest. > i understood that your apache *crashes* - what is the error message in the > error log after the server *crashes* ? I think you've misunderstood me. Apache doesn't crash per se. I can launch it even with RT using modperl config. It core dimps with this config when I run `apachectl confgtest`. At that moment there is nothing written to any log file. cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From khera at kcilink.com Fri Feb 21 10:41:20 2003 From: khera at kcilink.com (Vivek Khera) Date: Fri, 21 Feb 2003 10:41:20 -0500 Subject: [rt-users] RT causes core dumps for apache+modperl1 In-Reply-To: References: <20030221072917.GB20192@ns2.wananchi.com> Message-ID: <15958.18592.342258.239725@onceler.int.kciLink.com> >>>>> "s" == shimi writes: s> its said in the installation instructions that compiling modperl as a DSO s> will almost always cause apache to crash. did you do that? if not - what This is just false. Dynamic mod_perl works just fine. The only side effect on FreeBSD is a big memory leak on restart (so stop/start instead). I have not tracked that down yet, as it is a minor issue as far as I'm concerned. From mrz at intelenet.net Fri Feb 21 12:30:04 2003 From: mrz at intelenet.net (matthew zeier) Date: Fri, 21 Feb 2003 09:30:04 -0800 Subject: [rt-users] mysql - MyISAM vs InnoDB ? Message-ID: <016a01c2d9ce$df44beb0$6d180a0a@MRZTP> Does anyone have any comments on using MyISAM vs InnoDB? -- matthew zeier | "Nothing in life is to be feared. InteleNet Communications, Inc. | It is only to be understood." (949) 784-7904 | - Marie Curie From Robert.Grasso at cedrat.com Fri Feb 21 12:33:22 2003 From: Robert.Grasso at cedrat.com (Robert Grasso) Date: Fri, 21 Feb 2003 18:33:22 +0100 Subject: [rt-users] tickets cleanup ? generally Message-ID: Hello, I am running RT v2.0.15 on RedHat 7.2 for our support staff. I recently posted a question on this list about the possibility of correcting errors, within already stored tickets. I received the interesting following answer : "I don't think there's anything like that. It's contrary to the idea of a ticketing system to be able to edit history like that. seph" I am quite new to ticketing systems, I was told about RT by a friend of mine. Thus I don't know the main outlines about softwares for support staffs. However, this request asking to remove true errors (such as spelling errors - or spam !) does not look illegitimate : the staff is small (4 people) and they don't fight against each other or against the company, so they won't remove important data just to harm the company or their neighbours; can somebody tell me what are the main principles, what thoughts, from a general point of vue, lead to decide for such an issue ? .-. 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 bthauvin at clearchannel.fr Fri Feb 21 12:41:01 2003 From: bthauvin at clearchannel.fr (THAUVIN Blaise (Dir. Informatique)) Date: Fri, 21 Feb 2003 18:41:01 +0100 Subject: [rt-users] RT causes core dumps for apache+modperl1 Message-ID: <870E25EC362DD6118A7400306E1260E2010D4A72@33par_exchange.dauphin-affichage.com> I've also used dynamic mod_perl + dynamic PHP on Linux for over a year in a production environment without noticing any problem. I switched to static when I recently upgraded perl only because the documentation somewhat frightened me. Blaise -----Message d'origine----- De : Vivek Khera [mailto:khera at kcilink.com] Envoye : vendredi 21 fevrier 2003 16:41 A : rt-users at lists.fsck.com Objet : Re: [rt-users] RT causes core dumps for apache+modperl1 >>>>> "s" == shimi writes: s> its said in the installation instructions that compiling modperl as a DSO s> will almost always cause apache to crash. did you do that? if not - what This is just false. Dynamic mod_perl works just fine. The only side effect on FreeBSD is a big memory leak on restart (so stop/start instead). I have not tracked that down yet, as it is a minor issue as far as I'm concerned. _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- An HTML attachment was scrubbed... URL: From cunharn at vodafone.pt Fri Feb 21 13:30:21 2003 From: cunharn at vodafone.pt (=?ISO-8859-15?Q?Rodrigo_Nuno_Bragan=E7a_da_Cunha?=) Date: Fri, 21 Feb 2003 18:30:21 +0000 Subject: [rt-users] ERROR: Can't call method "handle_request" Message-ID: <3E56703D.5040604@vodafone.pt> Hi, I've installed rt in a RH8.0, perl 8, etc... After starting apache I get the following error: Can't call method "handle_request" on an undefined value at /usr/local/apps/rt-2-0-15-I-3/installed/bin/webmux.pl line 170. What have I done wrong this time? RT used to work just fine... From admin at lctn.org Fri Feb 21 15:47:26 2003 From: admin at lctn.org (Raymond Norton) Date: Fri, 21 Feb 2003 14:47:26 -0600 (CST) Subject: [rt-users] libapreq-0.31 problem Message-ID: <33156.204.220.62.133.1045860446.squirrel@support.lctn.k12.mn.us> I am getting the following error when installing libapreq-0.31 . I am guessing it means something isn't where it is supposed to be. When I do a search I can't find it either. root at support libapreq-0.31]# perl Makefile.PL && make install Checking if your kit is complete... Looks good ERROR from evaluation of /root/libapreq-0.31/c/Makefile.PL: Can't locate Apache/src.pm in @INC I am using redhat 8.0 for the box. All other dependencies are satisfied from my searches, comments about mod_perl come up, but I do have it on my server. /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi/mod_perl.pm /usr/lib/httpd/modules/mod_perl.so Thanks for any suggestions -- Raymond Norton Little Crow Telemedia Network 320-234-0270 From bruce_campbell at ripe.net Fri Feb 21 16:15:34 2003 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Fri, 21 Feb 2003 22:15:34 +0100 (CET) Subject: [rt-users] ERROR: Can't call method "handle_request" In-Reply-To: <3E56703D.5040604@vodafone.pt> Message-ID: On Fri, 21 Feb 2003, [ISO-8859-15] Rodrigo Nuno Bragan?a da Cunha wrote: > Hi, I've installed rt in a RH8.0, perl 8, etc... You of course mean perl 5.8(.0), yes? > After starting apache I get the following error: > > Can't call method "handle_request" on an undefined value at > /usr/local/apps/rt-2-0-15-I-3/installed/bin/webmux.pl line 170. Having run into this just recently, you probably have an old DBI.pm from a previous version of perl lying around. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From bruce_campbell at ripe.net Fri Feb 21 16:27:59 2003 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Fri, 21 Feb 2003 22:27:59 +0100 (CET) Subject: [rt-users] tickets cleanup ? generally In-Reply-To: Message-ID: On Fri, 21 Feb 2003, Robert Grasso wrote: > However, this request asking to remove true errors (such as spelling > errors - or spam !) does not look illegitimate : the staff is small (4 > people) and they don't fight against each other or against the company, so > they won't remove important data just to harm the company or their > neighbours; can somebody tell me what are the main principles, what > thoughts, from a general point of vue, lead to decide for such an issue ? The correspondence lodged in a ticketing system does form part of a trail used to track a request. Something that you do need to keep in mind when designing these systems, as with any other change tracking (RCS, CVS, syslogs, printer dumps), is that they must be as unchangeable (in terms of changing past items) as you can make it. Once you have a public ability to change these event records, as you are requesting, you have effectively made the usefulness of these records, in a legal sense, null and void. Now although you may not think that your logs have a legal basis at the moment, this may change in the future (eg, some customer takes you to court because, oh, an incorrect order was filled), and if you have that capability, your legal standing is very much the poorer. Summary: Its a history tool, and you _never_ change the recorded history. > UNIX was not designed to stop you from doing stupid things, because > that would also stop you from doing clever things. -- Doug Gwyn -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From mrz at intelenet.net Fri Feb 21 16:37:44 2003 From: mrz at intelenet.net (matthew zeier) Date: Fri, 21 Feb 2003 13:37:44 -0800 Subject: [rt-users] ticket number schemes - alternatives? Message-ID: <010301c2d9f1$78692e60$6d180a0a@MRZTP> I've got over 13k tickets. Is there any way to change the sequence to be a combination of alpha and a numeric string? I noticed that places like WCOM appear to start their ticket numbering at zero every day but preface the ticket number with a string of alpha characters. It's "hard" to rattle off a five or six digit number to someone on the phone. -- matthew zeier | "Nothing in life is to be feared. InteleNet Communications, Inc. | It is only to be understood." (949) 784-7904 | - Marie Curie From les at futuresource.com Fri Feb 21 19:00:46 2003 From: les at futuresource.com (Les Mikesell) Date: Fri, 21 Feb 2003 18:00:46 -0600 Subject: [rt-users] Spam handling? Message-ID: I have MimeDefang/SpamAssassin scanning for spam on our internet gateway but it tags rather than rejecting the identified messages. Has anyone come up with a reasonable way to handle spam on the way into RT? Can it be filtered into a different queue based on the X-Spam-Score: header added by MimeDefang or would it be better to intercept before it goes into RT at all, perhaps dumping into a mailbox that someone scans occasionally. Les Mikesell les at futuresource.com From cunharn at vodafone.pt Fri Feb 21 19:09:44 2003 From: cunharn at vodafone.pt (=?ISO-8859-1?Q?Rodrigo_Nuno_Bragan=E7a_da_Cunha?=) Date: Sat, 22 Feb 2003 00:09:44 +0000 Subject: [rt-users] ERROR: Can't call method "handle_request" In-Reply-To: References: Message-ID: <3E56BFC8.7040308@vodafone.pt> >>Hi, I've installed rt in a RH8.0, perl 8, etc... > > You of course mean perl 5.8(.0), yes? Yep... :-) >>After starting apache I get the following error: >> >>Can't call method "handle_request" on an undefined value at >>/usr/local/apps/rt-2-0-15-I-3/installed/bin/webmux.pl line 170. > > Having run into this just recently, you probably have an old DBI.pm from a > previous version of perl lying around. Err... this is the DBI.pm thast came with RH8... should I install other? I'm thinking about reverting to good old perl5.6... and instaling all the modules by hand. It used to work that way... Any suggestions? From secabeen at pobox.com Fri Feb 21 19:16:28 2003 From: secabeen at pobox.com (Ted Cabeen) Date: Fri, 21 Feb 2003 16:16:28 -0800 Subject: [rt-users] Spam handling? In-Reply-To: References: Message-ID: <20030222001628.1ABA6CD@gray.impulse.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Content-Type: text/plain; charset=us-ascii In message , "Les Mikesell" writes: >I have MimeDefang/SpamAssassin scanning for spam on our internet >gateway but it tags rather than rejecting the identified messages. >Has anyone come up with a reasonable way to handle spam on the >way into RT? Can it be filtered into a different queue based on >the X-Spam-Score: header added by MimeDefang or would it be better >to intercept before it goes into RT at all, perhaps dumping into a >mailbox that someone scans occasionally. We just run the email through procmail before sending it to RT. Procmail dumps the emails that tag high enough as spam. - -- Ted Cabeen http://www.pobox.com/~secabeen ted at impulse.net Check Website or Keyserver for PGP/GPG Key BA0349D2 secabeen at pobox.com "I have taken all knowledge to be my province." -F. Bacon secabeen at cabeen.org "Human kind cannot bear very much reality."-T.S.Eliot cabeen at netcom.com -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.1 (FreeBSD) Comment: Exmh version 2.5 07/13/2001 iD8DBQE+VsFboayJfLoDSdIRAiXPAKC/jw/iYWBBckVpIG4rSKb0xUIVSQCfUwSM 1vKErHIiZIajgsXNCrL+KtU= =YAdU -----END PGP SIGNATURE----- From stucki-rt-users at math.fu-berlin.de Fri Feb 21 19:37:45 2003 From: stucki-rt-users at math.fu-berlin.de (Chr. von Stuckrad) Date: Sat, 22 Feb 2003 01:37:45 +0100 Subject: [rt-users] Spam handling? In-Reply-To: References: Message-ID: <20030222003744.GO7302@leibniz.math.fu-berlin.de> On Fri, Feb 21, 2003 at 06:00:46PM -0600, Les Mikesell wrote: > I have MimeDefang/SpamAssassin scanning for spam on our internet > gateway but it tags rather than rejecting the identified messages. That's exactly what we do too, and we trap the tagged messages with procmail into an extra mailbox. The Mail which is not caught goes on to rt's real mail-address. 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 graham at jahiel.net Fri Feb 21 21:08:10 2003 From: graham at jahiel.net (Graham Freeman) Date: Sat, 22 Feb 2003 02:08:10 -0000 Subject: [rt-users] Remove stale session data with RT3b(R2)? Message-ID: <200302220208.h1M28A716021@yatra.calteg.org> Hi, I've just installed RT 2.1.75 (RT 3bR2) on Red Hat 8.0, using Apache 1.3.x with FastCGI 2.4.0. Should I remove stale session data as I do with RT 2.0.15? The README in the RT 2.0.15 tarball says to do so with something like the following line in root's crontab: 0 * * * * find /path/to/rt2/WebRT/sessiondata -type f -amin +600 -exec rm {} \; However, the README in the RT 2.1.75 tarball doesn't mention it at all. Unfortunately, I'm not quite familiar enough with RT to know what to do in this situation. Thanks in advance. -Graham From binand at gmx.net Sat Feb 22 00:59:51 2003 From: binand at gmx.net (Binand Raj S.) Date: Sat, 22 Feb 2003 11:29:51 +0530 Subject: [rt-users] tickets cleanup ? generally In-Reply-To: References: Message-ID: <20030222055951.GA25898@binand.cysphere.com> On Fri, Feb 21, 2003 at 06:33:22PM +0100, Robert Grasso wrote: > However, this request asking to remove true errors (such as spelling > errors - or spam !) does not look illegitimate Personally speaking, I'd rather add a new comment to the ticket along the lines of: "Oops! Read that as instead of "... Re spam, nothing beats spamassassin IMO, so push your mails through it before rt-mailgate. Procmail/Maildrop will come handy. Binand From pdh at bestpractical.com Sat Feb 22 01:05:12 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Sat, 22 Feb 2003 16:05:12 +1000 Subject: [rt-users] Spam handling? In-Reply-To: References: Message-ID: <20030222060512.GB586@luggage.apana.org.au> Les Mikesell wrote: > Has anyone come up with a reasonable way to handle spam on the > way into RT? Can it be filtered into a different queue based on How I did it: http://lists.fsck.com/pipermail/rt-users/2002-June/008829.html -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From wash at wananchi.biz Sat Feb 22 02:08:58 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Sat, 22 Feb 2003 10:08:58 +0300 Subject: [rt-users] Spam handling? In-Reply-To: <18mSs4-000EAZ-00@ns2.wananchi.com> References: <18mSs4-000EAZ-00@ns2.wananchi.com> Message-ID: <20030222070858.GB59701@ns2.wananchi.com> * Phil Homewood [20030222 09:10]: wrote: > Les Mikesell wrote: > > Has anyone come up with a reasonable way to handle spam on the > > way into RT? Can it be filtered into a different queue based on > > How I did it: > > http://lists.fsck.com/pipermail/rt-users/2002-June/008829.html And I used Phils style, with addition of one recipe at the top :0: * ^X-Spam-Status: Yes |/dev/null I used this because by the time the mail get's to RT, it's already passed thro spamassin and is tagged. In my setup, mail that is tagged as spam is quarantined and a notification is sent to the original recipient about it. I also trash these notifications via another recipe. Might not be perfect, but works for me. cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From pdh at bestpractical.com Sat Feb 22 03:21:49 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Sat, 22 Feb 2003 18:21:49 +1000 Subject: [rt-users] libapreq-0.31 problem In-Reply-To: <33156.204.220.62.133.1045860446.squirrel@support.lctn.k12.mn.us> References: <33156.204.220.62.133.1045860446.squirrel@support.lctn.k12.mn.us> Message-ID: <20030222082149.GD586@luggage.apana.org.au> Raymond Norton wrote: > ERROR from evaluation of /root/libapreq-0.31/c/Makefile.PL: Can't locate > Apache/src.pm in @INC Apache/src.pm is part of mod_perl. What versions of Apache and mod_perl do you have? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From bthauvin at clearchannel.fr Sat Feb 22 03:44:20 2003 From: bthauvin at clearchannel.fr (THAUVIN Blaise (Dir. Informatique)) Date: Sat, 22 Feb 2003 09:44:20 +0100 Subject: [rt-users] ERROR: Can't call method "handle_request" Message-ID: <870E25EC362DD6118A7400306E1260E2010D4A73@33par_exchange.dauphin-affichage.com> Hi, From admin at lctn.org Sat Feb 22 08:30:27 2003 From: admin at lctn.org (Raymond Norton) Date: Sat, 22 Feb 2003 07:30:27 -0600 (CST) Subject: [rt-users] libapreq-0.31 problem In-Reply-To: <20030222082149.GD586@luggage.apana.org.au> References: <20030222082149.GD586@luggage.apana.org.au> Message-ID: <2179.66.103.161.14.1045920627.squirrel@support.lctn.k12.mn.us> It's a standard redhat 8.0 install. I had a similar problem trying to get rt working a few months ago. After my post, I removed apache & mod_perl, and followed the redhat 7.2 install procedure. I was able to satisfy all dependencies, although I could not get cpan to install apache::cookie. I did this manually, and am just now starting to edit config.pm , and set up sendmail. Thanks much for the reply Raymond From wash at wananchi.biz Sat Feb 22 10:44:30 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Sat, 22 Feb 2003 18:44:30 +0300 Subject: [rt-users] Remove stale session data with RT3b(R2)? In-Reply-To: <18mP7a-00028T-00@ns2.wananchi.com> References: <18mP7a-00028T-00@ns2.wananchi.com> Message-ID: <20030222154430.GB8051@ns2.wananchi.com> * Graham Freeman [20030222 05:10]: wrote: > > Hi, > > I've just installed RT 2.1.75 (RT 3bR2) on Red Hat 8.0, using Apache 1.3.x > with FastCGI 2.4.0. > > Should I remove stale session data as I do with RT 2.0.15? > > The README in the RT 2.0.15 tarball says to do so with something like the > following line in root's crontab: > > 0 * * * * find /path/to/rt2/WebRT/sessiondata -type f -amin +600 -exec rm {} \; Have you seen any such session data? I checked /opt/rt3/var/session_data/ on my test box and saw nothing in there, even though I've run rt3 for a few days on test. Well, that command will rm staff if you give it the correct path anyway ;-) cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From shimi at shimi.net Sat Feb 22 11:34:18 2003 From: shimi at shimi.net (shimi) Date: Sat, 22 Feb 2003 18:34:18 +0200 (IST) Subject: [rt-users] RT causes core dumps for apache+modperl1 In-Reply-To: <15958.18592.342258.239725@onceler.int.kciLink.com> Message-ID: well, tell that to Jesse... Quote, tarball maindir/README, Lines 36,37: If you compile mod_perl as a DSO, you're on your own. It's known to have massive stability problems. On Fri, 21 Feb 2003, Vivek Khera wrote: > >>>>> "s" == shimi writes: > > s> its said in the installation instructions that compiling modperl as a DSO > s> will almost always cause apache to crash. did you do that? if not - what > > This is just false. Dynamic mod_perl works just fine. The only side > effect on FreeBSD is a big memory leak on restart (so stop/start instead). > I have not tracked that down yet, as it is a minor issue as far as I'm > concerned. > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- Best regards, Shimi ---- "Outlook is a massive flaming horrid blatant security violation, which also happens to be a mail reader." "Sure UNIX is user friendly; it's just picky about who its friends are." From shimi at shimi.net Sat Feb 22 11:47:38 2003 From: shimi at shimi.net (shimi) Date: Sat, 22 Feb 2003 18:47:38 +0200 (IST) Subject: [rt-users] RT causes core dumps for apache+modperl1 In-Reply-To: <870E25EC362DD6118A7400306E1260E2010D4A72@33par_exchange.dauphin-affichage.com> Message-ID: i have to admit that it works for me too, but sometimes i get internal server errors, however apache has yet to crash. i just believed that it doesn't crash because i handle no more than 10 tickets a day, so i figured out this warning at the docs was about much more busier systems.... but if it works for everyone, i guess jesse should remove it from the main readme file... i installed it with mod_perl only after finding out that i need to recompile apache for fastcgi - and if i would recompile apache, i would use the mod_perl as static anyways... so... jesse? :) On Fri, 21 Feb 2003, THAUVIN Blaise (Dir. Informatique) wrote: > I've also used dynamic mod_perl + dynamic PHP on Linux for over a year in a > production environment without noticing any problem. > I switched to static when I recently upgraded perl only because the > documentation somewhat frightened me. > > Blaise > > -----Message d'origine----- > De : Vivek Khera [mailto:khera at kcilink.com] > Envoye : vendredi 21 fevrier 2003 16:41 > A : rt-users at lists.fsck.com > Objet : Re: [rt-users] RT causes core dumps for apache+modperl1 > > > >>>>> "s" == shimi writes: > > s> its said in the installation instructions that compiling modperl as a DSO > > s> will almost always cause apache to crash. did you do that? if not - what > > This is just false. Dynamic mod_perl works just fine. The only side > effect on FreeBSD is a big memory leak on restart (so stop/start instead). > I have not tracked that down yet, as it is a minor issue as far as I'm > concerned. > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- Best regards, Shimi ---- "Outlook is a massive flaming horrid blatant security violation, which also happens to be a mail reader." "Sure UNIX is user friendly; it's just picky about who its friends are." From jesse at bestpractical.com Sat Feb 22 13:47:35 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 22 Feb 2003 13:47:35 -0500 Subject: [rt-users] RT causes core dumps for apache+modperl1 In-Reply-To: References: <870E25EC362DD6118A7400306E1260E2010D4A72@33par_exchange.dauphin-affichage.com> Message-ID: <20030222184735.GB31136@pallas.fsck.com> On Sat, Feb 22, 2003 at 06:47:38PM +0200, shimi wrote: > > i have to admit that it works for me too, but sometimes i get internal > server errors, however apache has yet to crash. Those internal server errors _are_ mod_perl failing. While there are platforms that you can build mod_perl on as a DSO without it failing, it's still generally broken enough that the warning is going to stay. I'm also going to be adding a warning about apache2/mod_perl2 still not being ready for prime time. Too many people are running into too many weird issues. -j -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jon at jellybob.co.uk Sun Feb 23 05:06:37 2003 From: jon at jellybob.co.uk (Jon Wood) Date: Sun, 23 Feb 2003 10:06:37 -0000 Subject: [rt-users] Apache configuration problem Message-ID: <003001c2db23$40ec6e10$0301a8c0@bertha> I'm having some weird problems with my Apache config for 2.0.15 - I can get the web interface to work when I use a directory alias to run it from bugs.2of3.co.uk/rt2, but I can't get it to run from /, which just send back a 404 for index.html. My virtual host config for it is: DocumentRoot /usr/local/rt2/WebRT/html ServerName bugs.2of3.co.uk PerlModule Apache::DBI PerlRequire /usr/local/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Any help would be appreciated. Jon Wood -------------- next part -------------- An HTML attachment was scrubbed... URL: From admin at lctn.org Sun Feb 23 09:12:52 2003 From: admin at lctn.org (Raymond Norton) Date: Sun, 23 Feb 2003 08:12:52 -0600 (CST) Subject: [rt-users] system error Message-ID: <1508.66.103.161.14.1046009572.squirrel@support.lctn.k12.mn.us> I have set up httpd.conf to use an Alias for RT. When going to mysite.org/rt2 I get the following error. I didn't see anything in the docs about changing permissions. What am I missing? mkdir /opt/rt2/WebRT/data/obj: Permission denied at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Compiler/ToObject.pm line 96 -- Raymond Norton Little Crow Telemedia Network 320-234-0270 From bje at apnic.net Sun Feb 23 20:52:02 2003 From: bje at apnic.net (Byron Ellacott) Date: 24 Feb 2003 11:52:02 +1000 Subject: [rt-users] An interesting development Message-ID: <1046051522.18577.10.camel@ping.apnic.net> ------------------------- SNIP ----------------------- mysql> select count(*) from Attachments; +----------+ | count(*) | +----------+ | 560833 | +----------+ 1 row in set (0.00 sec) mysql> insert into Attachments values (0, 1159371, NULL, 'TESTMESSAGEBLAH', '--- TEST TICKET ---', NULL, 'text/plain', NULL, 'Testing', 'Testing HEADERS', NULL, NULL); ERROR 1114: The table 'Attachments' is full bash-2.05$ tail -3 rt.log error: couldn't parse head; error near: -- ------------------------- SNIP ----------------------- Just a warning for those sites with growing RT2 databases, you might want to watch for this problem. I'm now going to look into why MySQL might be limiting the table; perhaps there's a soft limit that can be expanded, or perhaps a different table type has a higher capacity. -- Byron Ellacott APNIC From bje at apnic.net Sun Feb 23 21:21:16 2003 From: bje at apnic.net (Byron Ellacott) Date: 24 Feb 2003 12:21:16 +1000 Subject: [rt-users] An interesting development In-Reply-To: <1046051522.18577.10.camel@ping.apnic.net> References: <1046051522.18577.10.camel@ping.apnic.net> Message-ID: <1046053276.18577.23.camel@ping.apnic.net> On Mon, 2003-02-24 at 11:52, Byron Ellacott wrote: > ERROR 1114: The table 'Attachments' is full > Just a warning for those sites with growing RT2 databases, you might > want to watch for this problem. I'm now going to look into why MySQL > might be limiting the table; perhaps there's a soft limit that can be > expanded, or perhaps a different table type has a higher capacity. The problem is the underlying OS, which limits files to 4G; using the MySQL RAID table create option will solve this, as soon as we manage to dump/restore the current data :) -- Byron Ellacott APNIC From mrz at intelenet.net Mon Feb 24 01:18:38 2003 From: mrz at intelenet.net (matthew zeier) Date: Sun, 23 Feb 2003 22:18:38 -0800 Subject: [rt-users] An interesting development References: <1046051522.18577.10.camel@ping.apnic.net> <1046053276.18577.23.camel@ping.apnic.net> Message-ID: <002901c2dbcc$94003c90$0a16160a@desktop> Do you know if this applies to InnoDB databases as well? I'm working on a migration plan from rt2 to rt3 and to InnoDB. ----- Original Message ----- From: "Byron Ellacott" To: Sent: Sunday, February 23, 2003 6:21 PM Subject: Re: [rt-users] An interesting development > On Mon, 2003-02-24 at 11:52, Byron Ellacott wrote: > > ERROR 1114: The table 'Attachments' is full > > Just a warning for those sites with growing RT2 databases, you might > > want to watch for this problem. I'm now going to look into why MySQL > > might be limiting the table; perhaps there's a soft limit that can be > > expanded, or perhaps a different table type has a higher capacity. > > The problem is the underlying OS, which limits files to 4G; using the > MySQL RAID table create option will solve this, as soon as we manage to > dump/restore the current data :) > > -- > Byron Ellacott > APNIC > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 bestpractical.com Mon Feb 24 01:45:04 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Mon, 24 Feb 2003 16:45:04 +1000 Subject: [rt-users] Apache configuration problem In-Reply-To: <003001c2db23$40ec6e10$0301a8c0@bertha> References: <003001c2db23$40ec6e10$0301a8c0@bertha> Message-ID: <20030224064504.GV451@luggage.internal.moreton.com.au> Jon Wood wrote: > I'm having some weird problems with my Apache config for 2.0.15 - > I can get the web interface to work when I use a directory alias to > run it from bugs.2of3.co.uk/rt2, but I can't get it to run from /, > which just send back a 404 for index.html. Do you have any other virtual hosts? Do they work? Do you have an appropriate NameVirtualHost directive? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Mon Feb 24 01:50:12 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Mon, 24 Feb 2003 16:50:12 +1000 Subject: [rt-users] system error In-Reply-To: <1508.66.103.161.14.1046009572.squirrel@support.lctn.k12.mn.us> References: <1508.66.103.161.14.1046009572.squirrel@support.lctn.k12.mn.us> Message-ID: <20030224065012.GW451@luggage.internal.moreton.com.au> Raymond Norton wrote: > I have set up httpd.conf to use an Alias for RT. When going to > mysite.org/rt2 I get the following error. I didn't see anything in the docs > about changing permissions. What am I missing? > > > mkdir /opt/rt2/WebRT/data/obj: Permission denied > at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Compiler/ToObject.pm line 96 > At a guess... you have WEB_USER and/or WEB_GROUP incorrectly defined in your Makefile? If so, fix them and try a ``make fixperms''. If that fails, have a look at who owns opt/rt2/WebRT/data; it should be owned by your web user, and your rt group. (And your web user should be in that rt group, generally...) -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From bpanizzon at iphpa.ch Mon Feb 24 07:18:13 2003 From: bpanizzon at iphpa.ch (Panizzon Benoit) Date: Mon, 24 Feb 2003 13:18:13 +0100 Subject: [rt-users] Troubles creating MySQL rt2 database user on FreeBSD Message-ID: <3EA878A43F106949B62EAB87820773D408F872@iphsrv02.iphpa.ch> Hi all Creating mysql database rt2. cp etc/acl.mysql '//www/snch/rt2/etc/acl.mysql' /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g; s'!!DB_HOST!!'"localhost"'g; s'!!DB_RT_PASS!!'"XXXXXXX"'g; s'!!DB_RT_HOST!!'"localhost"'g; s'!!DB_RT_USER!!'"rt_user"'g; s'!!DB_DATABASE!!'"rt2"'g;" //www/snch/rt2/etc/acl.mysql bin/initacls.mysql '/usr/local' 'localhost' '' 'root' 'XXXXXXXX' 'rt2' '//www/snch/rt2/etc/acl.mysql' Enter the mysql administrator's database password to create a new user for RT ERROR 1044 at line 4: Access denied for user: 'root at localhost' to database 'rt2' Enter the mysql administrator's database password to nondestructively reload the database /usr/bin/perl tools/initdb 'mysql' '/usr/local' 'localhost' '' 'rt_user' 'rt2' insert Now populating database schema. Enter the mysql password for rt_user: The does not get granted any rights thus the install fails. The password ist correct. What could cause that problem? I've only but allways had that problem with FreeBSD. On Linux I can perfectly install rt2. If I create a user manualy as db root connecting to localhost as the script does, this works perfectly well, but I haven't found out now what goes wrong with the install script. It's MySQL 3.23.58 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 ------------------------------------------------------------------------ From bpanizzon at iphpa.ch Mon Feb 24 07:30:59 2003 From: bpanizzon at iphpa.ch (Panizzon Benoit) Date: Mon, 24 Feb 2003 13:30:59 +0100 Subject: [rt-users] rt2 user right granting, full trying: Message-ID: <3EA878A43F106949B62EAB87820773D408F874@iphsrv02.iphpa.ch> Well, I think I have to send some more details: That's what probably should be sent to MySQL. DELETE FROM user WHERE user like 'rt_user'; DELETE FROM db where db LIKE 'rt2'; GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON rt2.* TO rt_user at localhost IDENTIFIED BY 'XXXXXXXX'; And what happens if I ass that manualy: pflock# mysql -u root -p mysql Enter password: Reading table information for completion of table and column names You can turn off this feature to get a quicker startup with -A Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection id is 13697 to server version: 3.23.52 Type 'help;' or '\h' for help. Type '\c' to clear the buffer. mysql> DELETE FROM user WHERE user like 'rt_user'; Query OK, 0 rows affected (0.02 sec) mysql> DELETE FROM db where db LIKE 'rt2'; Query OK, 0 rows affected (0.00 sec) mysql> GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON rt2.* TO rt_user at localhost IDENTIFIED BY 'HIDDENXXXX'; ERROR 1044: Access denied for user: 'root at localhost' to database 'rt2' Anybody an idea what's wrong in this installation? 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. 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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. ------------------------------------------------------------------------ From bpanizzon at iphpa.ch Mon Feb 24 08:35:36 2003 From: bpanizzon at iphpa.ch (Panizzon Benoit) Date: Mon, 24 Feb 2003 14:35:36 +0100 Subject: [rt-users] rt2 mysql user creation: Still more debuging: Message-ID: <3EA878A43F106949B62EAB87820773D408F875@iphsrv02.iphpa.ch> Here's the output of the MySQL Log: 030224 14:21:12 7 Connect root at localhost on 7 Query CREATE DATABASE rt2 7 Quit 8 Connect root at localhost on mysql 8 Query DELETE FROM user WHERE user like 'rt_user' 8 Query DELETE FROM db where db LIKE 'rt2' 8 Query GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON rt2.* TO rt_user at localhost IDENTIFIED BY 'HIDDEN' 8 Quit 9 Connect root at localhost on 9 Refresh 9 Quit 030224 14:21:16 11 Connect rt_user at localhost as anonymous on rt2 11 Init DB Access denied for user: '@localhost' to database 'rt2' Here's the Error logged. I still have no clue why this happens on FreeBSD or if it is related in any way to FreeBSD at all. But I've never seen that Error on three other Linux Boxes were I set up rt2. -Benoit- From josh at saratoga.lib.ny.us Mon Feb 24 10:41:20 2003 From: josh at saratoga.lib.ny.us (Josh Kuperman) Date: Mon, 24 Feb 2003 10:41:20 -0500 Subject: [rt-users] Is PAM authentication possible? In-Reply-To: ; from jo2y@midnightlinux.com on Thu, Feb 20, 2003 at 08:45:45PM -0500 References: <20030220221835.GC470@luggage.internal.moreton.com.au> Message-ID: <20030224104120.A11623@saratoga.lib.ny.us> On Thu, Feb 20, 2003 at 08:45:45PM -0500, James O'Kane wrote: > On Fri, 21 Feb 2003, Phil Homewood wrote: > > > Josh Kuperman wrote: > > > I was wondering if I could use PAM authentication with RT. I don't > > > have a problem with MySQL but if I could set it up to use PAM then > > > everyone with a login could be automatically configured (at least as > > > far as thier password and e-mail address goes). > > > > set $WebExternalAuth in config.pm and get Apache to auth against PAM? But what do I set it to. The name of the module, "pam_external_auth_module", or just PAM, or do I just set it by removing the undef? Also, what changes would I have to make to the database. I'd assume if someone had one user name for RT and another to login on the system I'd need to change that. > > I started off this way, but you also need to have users in the RT > database. I wanted to try authentication to afs via PAM, and if that > fails, try RT's database. > > Here is what I've put in local/WebRT/html/autohandler for RT2.0.15 > > http://www.midnightlinux.com/~jo2y/autohandler.diff I looked at this and it's interesting but the reason I want to use PAM is that I have so many things that are simply accessible to the staff here and no one else (web sites, directories, etc) that making RT another one of those things would be desirable. I'd likely everyone to actually be in by default and able to view specified queues and add tickets to specified queues. Obviously I'd need database entries for this, but since they'd need to log in wouldn't simply defining what I want for all users and only having accounts for staff mean I was defining things for staff. I'm only using RT2.0.14 - I've been meaning to update - I might even consider the latest beta if it would make any of this easier. -- Josh Kuperman josh at saratoga.lib.ny.us From autrijus at autrijus.org Mon Feb 24 11:28:46 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Tue, 25 Feb 2003 00:28:46 +0800 Subject: [rt-users] Is PAM authentication possible? In-Reply-To: <20030224104120.A11623@saratoga.lib.ny.us> References: <20030220221835.GC470@luggage.internal.moreton.com.au> <20030224104120.A11623@saratoga.lib.ny.us> Message-ID: <20030224162846.GD1706@not.autrijus.org> On Mon, Feb 24, 2003 at 10:41:20AM -0500, Josh Kuperman wrote: > I'm only using RT2.0.14 - I've been meaning to update - I might even > consider the latest beta if it would make any of this easier. Sure, I've written the support code for RT3. In etc/RT_SiteLocal.pm: $WebExternalAuth = 1; $WebFallbackToInternalAuth = undef; $WebExternalAuto = 1; and voila, it works; RT will create users under the same name as REMOTE_USER upon login, if it's missing in the Users table. 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 Andreas.Warnke at 3SOFT.de Mon Feb 24 12:01:13 2003 From: Andreas.Warnke at 3SOFT.de (Warnke, Andreas) Date: Mon, 24 Feb 2003 18:01:13 +0100 Subject: [rt-users] Installation rt-2-0-15 with fastcgi Message-ID: <50C52FFF0D55E540AD943758F42083708D5F0C@corvus.de.3soft> Hello, I have installed rt-2-0-15 with fastcgi. Now - everything works fine since weeks - except for some requests : ist about 1%: It seems there is a communication problem betwenn fastcgi and mason_handler.fcgi. The error log says: [Mon Feb 17 12:57:07 2003] [error] [client 143.164.98.120] FastCGI: comm with server "/usr/local/rt2/bin/mason_handler.fcgi" aborted: idle timeout (300 sec) [Mon Feb 17 12:57:07 2003] [error] [client 143.164.98.120] FastCGI: incomplete headers (0 bytes) received from server "/usr/local/rt2/bin/mason_handler.fcgi" [Mon Feb 17 12:59:00 2003] [error] [client 212.86.197.105] FastCGI: comm with server /usr/local/rt2/bin/mason_handler.fcgi" aborted: idle timeout (300 sec) [Mon Feb 17 12:59:00 2003] [error] [client 212.86.197.105] FastCGI: incomplete headers (0 bytes) received from server "/usr/local/rt2/bin/mason_handler.fcgi" [Mon Feb 17 12:59:16 2003] [error] [client 143.164.98.120] FastCGI: comm with server "/usr/local/rt2/bin/mason_handler.fcgi" aborted: idle timeout (300 sec) [Mon Feb 17 12:59:16 2003] [error] [client 143.164.98.120] FastCGI: incomplete headers (0 bytes) received from server "/usr/local/rt2/bin/mason_handler.fcgi" [Mon Feb 17 13:00:00 2003] [error] [client 212.114.211.42] FastCGI: comm with server "/usr/local/rt2/bin/mason_handler.fcgi" aborted: idle timeout (300 sec) [Mon Feb 17 13:00:00 2003] [error] [client 212.114.211.42] FastCGI: incomplete headers (0 bytes) received from server "/usr/local/rt2/bin/mason_handler.fcgi" The user gets an 'Internal Server Error' message. This is independently of the requested page. This happens independently of the socket-type: unix-pipes as well as tcp connections between fastcgi and perl don't work. Has anyone a solution? I'd be eager for suggestions. Kind Regards Andreas -- Andreas Warnke 3SOFT GmbH, Frauenweiherst. 14, 91058 Erlangen Tel.: +49-9131-7701-274 mailto:Andreas.Warnke at 3SOFT.de Fax: +49-9131-7701-333 http://www.3SOFT.de From jgedeon at qualcomm.com Mon Feb 24 12:28:42 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Mon, 24 Feb 2003 09:28:42 -0800 Subject: [rt-users] Installation rt-2-0-15 with fastcgi In-Reply-To: <50C52FFF0D55E540AD943758F42083708D5F0C@corvus.de.3soft> Message-ID: <5.1.0.14.2.20030224092146.00a994d0@mail1.qualcomm.com> Hi Andreas, The time I ran into that error with rt-2-0-15 on Solaris with fastcgi is when my scripts were trying to access a file that didn't exist. The situation was that we have several Solaris machines and the file systems are all shared. One of the computers was down there for when RT tried to go to .../computer-name/path/to/file via the web it hung and I started getting those time out errors. Maybe you have a file that RT is trying to access that it cannot. I can't say exactly though since you are also getting the incomplete header errors which I did not get. Try and see what those requests have in common, ie if they are trying to access the same page? the same ticket? etc. and maybe that will give you a lead on the problem. HTH John At 09:01 AM 2/24/2003, you wrote: >Hello, > >I have installed rt-2-0-15 with fastcgi. >Now - everything works fine since weeks >- except for some requests : ist about 1%: > >It seems there is a communication problem >betwenn fastcgi and mason_handler.fcgi. >The error log says: > >[Mon Feb 17 12:57:07 2003] [error] [client 143.164.98.120] FastCGI: comm >with server "/usr/local/rt2/bin/mason_handler.fcgi" aborted: idle >timeout (300 sec) >[Mon Feb 17 12:57:07 2003] [error] [client 143.164.98.120] FastCGI: >incomplete headers (0 bytes) received from server >"/usr/local/rt2/bin/mason_handler.fcgi" >[Mon Feb 17 12:59:00 2003] [error] [client 212.86.197.105] FastCGI: comm >with server /usr/local/rt2/bin/mason_handler.fcgi" aborted: idle >timeout (300 sec) >[Mon Feb 17 12:59:00 2003] [error] [client 212.86.197.105] FastCGI: >incomplete headers (0 bytes) received from server >"/usr/local/rt2/bin/mason_handler.fcgi" >[Mon Feb 17 12:59:16 2003] [error] [client 143.164.98.120] FastCGI: comm >with server "/usr/local/rt2/bin/mason_handler.fcgi" aborted: idle >timeout (300 sec) >[Mon Feb 17 12:59:16 2003] [error] [client 143.164.98.120] FastCGI: >incomplete headers (0 bytes) received from server >"/usr/local/rt2/bin/mason_handler.fcgi" >[Mon Feb 17 13:00:00 2003] [error] [client 212.114.211.42] FastCGI: comm >with server "/usr/local/rt2/bin/mason_handler.fcgi" aborted: idle >timeout (300 sec) >[Mon Feb 17 13:00:00 2003] [error] [client 212.114.211.42] FastCGI: >incomplete headers (0 bytes) received from server >"/usr/local/rt2/bin/mason_handler.fcgi" > >The user gets an 'Internal Server Error' message. >This is independently of the requested page. >This happens independently of the socket-type: >unix-pipes as well as tcp connections >between fastcgi and perl don't work. > >Has anyone a solution? I'd be eager for suggestions. > >Kind Regards >Andreas > >-- >Andreas Warnke >3SOFT GmbH, Frauenweiherst. 14, 91058 Erlangen >Tel.: +49-9131-7701-274 mailto:Andreas.Warnke at 3SOFT.de >Fax: +49-9131-7701-333 http://www.3SOFT.de > > > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From Andreas.Warnke at 3SOFT.de Mon Feb 24 12:55:05 2003 From: Andreas.Warnke at 3SOFT.de (Warnke, Andreas) Date: Mon, 24 Feb 2003 18:55:05 +0100 Subject: AW: [rt-users] Installation rt-2-0-15 with fastcgi Message-ID: <50C52FFF0D55E540AD943758F42083708D5F0E@corvus.de.3soft> Thanks John for your answer, but I guess, this must have a different cause: this happens even on the login-page - and on every other page. And five minutes later everything is fine again - without server-restart or anything else. And on our testmachine with mod_perl, everything is fine too. There is an other anomalie: from time to time (every two weeks), the mysql database needs too much processing time: 90% of the 2GHz CPU are gone for the mysql process. A restart of mysql doesn't solve the problem, a RT2 restart is necessary. I don't know, if these two problems are linked somehow - but also this problem doens'n occur on our test-machine. Kind regards Andreas -----Urspr?ngliche Nachricht----- Von: John Gedeon [mailto:jgedeon at qualcomm.com] Gesendet: Montag, 24. Februar 2003 18:29 An: Warnke, Andreas Cc: rt-users at fsck.com Betreff: Re: [rt-users] Installation rt-2-0-15 with fastcgi Hi Andreas, The time I ran into that error with rt-2-0-15 on Solaris with fastcgi is when my scripts were trying to access a file that didn't exist. The situation was that we have several Solaris machines and the file systems are all shared. One of the computers was down there for when RT tried to go to .../computer-name/path/to/file via the web it hung and I started getting those time out errors. Maybe you have a file that RT is trying to access that it cannot. I can't say exactly though since you are also getting the incomplete header errors which I did not get. Try and see what those requests have in common, ie if they are trying to access the same page? the same ticket? etc. and maybe that will give you a lead on the problem. HTH John At 09:01 AM 2/24/2003, you wrote: >Hello, > >I have installed rt-2-0-15 with fastcgi. >Now - everything works fine since weeks >- except for some requests : ist about 1%: > >It seems there is a communication problem >betwenn fastcgi and mason_handler.fcgi. >The error log says: > >[Mon Feb 17 12:57:07 2003] [error] [client 143.164.98.120] FastCGI: comm >with server "/usr/local/rt2/bin/mason_handler.fcgi" aborted: idle >timeout (300 sec) >[Mon Feb 17 12:57:07 2003] [error] [client 143.164.98.120] FastCGI: >incomplete headers (0 bytes) received from server >"/usr/local/rt2/bin/mason_handler.fcgi" >[Mon Feb 17 12:59:00 2003] [error] [client 212.86.197.105] FastCGI: comm >with server /usr/local/rt2/bin/mason_handler.fcgi" aborted: idle >timeout (300 sec) >[Mon Feb 17 12:59:00 2003] [error] [client 212.86.197.105] FastCGI: >incomplete headers (0 bytes) received from server >"/usr/local/rt2/bin/mason_handler.fcgi" >[Mon Feb 17 12:59:16 2003] [error] [client 143.164.98.120] FastCGI: comm >with server "/usr/local/rt2/bin/mason_handler.fcgi" aborted: idle >timeout (300 sec) >[Mon Feb 17 12:59:16 2003] [error] [client 143.164.98.120] FastCGI: >incomplete headers (0 bytes) received from server >"/usr/local/rt2/bin/mason_handler.fcgi" >[Mon Feb 17 13:00:00 2003] [error] [client 212.114.211.42] FastCGI: comm >with server "/usr/local/rt2/bin/mason_handler.fcgi" aborted: idle >timeout (300 sec) >[Mon Feb 17 13:00:00 2003] [error] [client 212.114.211.42] FastCGI: >incomplete headers (0 bytes) received from server >"/usr/local/rt2/bin/mason_handler.fcgi" > >The user gets an 'Internal Server Error' message. >This is independently of the requested page. >This happens independently of the socket-type: >unix-pipes as well as tcp connections >between fastcgi and perl don't work. > >Has anyone a solution? I'd be eager for suggestions. > >Kind Regards >Andreas > >-- >Andreas Warnke >3SOFT GmbH, Frauenweiherst. 14, 91058 Erlangen >Tel.: +49-9131-7701-274 mailto:Andreas.Warnke at 3SOFT.de >Fax: +49-9131-7701-333 http://www.3SOFT.de > > > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From koji at engr.washington.edu Mon Feb 24 14:16:57 2003 From: koji at engr.washington.edu (Koji Yanagisawa) Date: Mon, 24 Feb 2003 11:16:57 -0800 Subject: [rt-users] Return ticket owners name using template to requester Message-ID: <3E5A6FA9.3050701@engr.washington.edu> Hello, I like to notify people of the owner change when someone takes/steals a ticket. I created a template with {$Ticket->Owner} in it but it just returns the numerical id and not the name. Is there a way to get the name from the user id? Thanks! --Koji From jesse at bestpractical.com Mon Feb 24 14:21:05 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 24 Feb 2003 14:21:05 -0500 Subject: [rt-users] Return ticket owners name using template to requester In-Reply-To: <3E5A6FA9.3050701@engr.washington.edu> References: <3E5A6FA9.3050701@engr.washington.edu> Message-ID: <20030224192105.GS31136@pallas.fsck.com> On Mon, Feb 24, 2003 at 11:16:57AM -0800, Koji Yanagisawa wrote: > Hello, > > I like to notify people of the owner change when someone takes/steals a > ticket. I created a template with {$Ticket->Owner} in it but it just > returns the numerical id and not the name. Is there a way to get the > name from the user id? $Ticket->OwnerObj->Name > > Thanks! > --Koji > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 ramassa at ucdavis.edu Mon Feb 24 14:22:53 2003 From: ramassa at ucdavis.edu (Richard Massa) Date: Mon, 24 Feb 2003 11:22:53 -0800 Subject: [rt-users] Bug when merging ticket Message-ID: <20030224112253.D16268@tictactoe.unixboxen.net> Not sure if this is a bug or a feature, but I just merged a child ticket into its parent, and the result is a self dependency and a nice long, 8 deep chidren in the relationship field of the ticket. No big deal, but when I try to delete the self dependency I get: * Trying to delete: Base: Target: * fsck.com-rt://ucdavis.edu/dept-lawr.ucdavis.edu/ticket/1845 Type * DependsOn * Link not found And when I try to delete the child link I get: * Trying to delete: Base: * fsck.com-rt://ucdavis.edu/dept-lawr.ucdavis.edu/ticket/1845 Target: * Type MemberOf * Link not found Granted I could probably go into the database and fix this myself, but perhaps the interface should check for this... Thanks, Richard -- "Sonny Bono Copyright Term Extension Act... The meaning is: No one can do to the Disney Corporation what Walt Disney did to the Brothers Grimm." -Lawrence Lessig From jgedeon at qualcomm.com Mon Feb 24 14:44:19 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Mon, 24 Feb 2003 11:44:19 -0800 Subject: AW: [rt-users] Installation rt-2-0-15 with fastcgi In-Reply-To: <50C52FFF0D55E540AD943758F42083708D5F0E@corvus.de.3soft> Message-ID: <5.1.0.14.2.20030224114151.031108a8@mail1.qualcomm.com> I'm not using msql any more but if it is hanging or taking too long to return data for RT that may cause your errors, What do you other people on the list think? Maybe checking into the differences between the mysql installations on the two machines or maybe RT and mysql hang when doing acl checks? But thats just an educated guess. John At 09:55 AM 2/24/2003, you wrote: >Thanks John for your answer, >but I guess, this must have a different cause: >this happens even on the login-page - and on every other page. And five >minutes later everything is fine again - without server-restart or >anything else. > >And on our testmachine with mod_perl, everything is fine too. > >There is an other anomalie: from time to time (every two weeks), the mysql >database needs too much processing time: 90% of the 2GHz CPU are gone for >the mysql process. A restart of mysql doesn't solve the problem, a RT2 >restart is necessary. I don't know, if these two problems are linked >somehow - but also this problem doens'n occur on our test-machine. > >Kind regards >Andreas > >-----Urspr?ngliche Nachricht----- >Von: John Gedeon [mailto:jgedeon at qualcomm.com] >Gesendet: Montag, 24. Februar 2003 18:29 >An: Warnke, Andreas >Cc: rt-users at fsck.com >Betreff: Re: [rt-users] Installation rt-2-0-15 with fastcgi > > >Hi Andreas, > > The time I ran into that error with rt-2-0-15 on Solaris with fastcgi >is when my scripts were trying to access a file that didn't exist. The >situation was that we have several Solaris machines and the file systems >are all shared. One of the computers was down there for when RT tried to go >to .../computer-name/path/to/file via the web it hung and I started getting >those time out errors. Maybe you have a file that RT is trying to access >that it cannot. I can't say exactly though since you are also getting the >incomplete header errors which I did not get. > > Try and see what those requests have in common, ie if they are trying >to access the same page? the same ticket? etc. and maybe that will give you >a lead on the problem. > >HTH >John > >At 09:01 AM 2/24/2003, you wrote: > > > >Hello, > > > >I have installed rt-2-0-15 with fastcgi. > >Now - everything works fine since weeks > >- except for some requests : ist about 1%: > > > >It seems there is a communication problem > >betwenn fastcgi and mason_handler.fcgi. > >The error log says: > > > >[Mon Feb 17 12:57:07 2003] [error] [client 143.164.98.120] FastCGI: comm > >with server "/usr/local/rt2/bin/mason_handler.fcgi" aborted: idle > >timeout (300 sec) > >[Mon Feb 17 12:57:07 2003] [error] [client 143.164.98.120] FastCGI: > >incomplete headers (0 bytes) received from server > >"/usr/local/rt2/bin/mason_handler.fcgi" > >[Mon Feb 17 12:59:00 2003] [error] [client 212.86.197.105] FastCGI: comm > >with server /usr/local/rt2/bin/mason_handler.fcgi" aborted: idle > >timeout (300 sec) > >[Mon Feb 17 12:59:00 2003] [error] [client 212.86.197.105] FastCGI: > >incomplete headers (0 bytes) received from server > >"/usr/local/rt2/bin/mason_handler.fcgi" > >[Mon Feb 17 12:59:16 2003] [error] [client 143.164.98.120] FastCGI: comm > >with server "/usr/local/rt2/bin/mason_handler.fcgi" aborted: idle > >timeout (300 sec) > >[Mon Feb 17 12:59:16 2003] [error] [client 143.164.98.120] FastCGI: > >incomplete headers (0 bytes) received from server > >"/usr/local/rt2/bin/mason_handler.fcgi" > >[Mon Feb 17 13:00:00 2003] [error] [client 212.114.211.42] FastCGI: comm > >with server "/usr/local/rt2/bin/mason_handler.fcgi" aborted: idle > >timeout (300 sec) > >[Mon Feb 17 13:00:00 2003] [error] [client 212.114.211.42] FastCGI: > >incomplete headers (0 bytes) received from server > >"/usr/local/rt2/bin/mason_handler.fcgi" > > > >The user gets an 'Internal Server Error' message. > >This is independently of the requested page. > >This happens independently of the socket-type: > >unix-pipes as well as tcp connections > >between fastcgi and perl don't work. > > > >Has anyone a solution? I'd be eager for suggestions. > > > >Kind Regards > >Andreas > > > >-- > >Andreas Warnke > >3SOFT GmbH, Frauenweiherst. 14, 91058 Erlangen > >Tel.: +49-9131-7701-274 mailto:Andreas.Warnke at 3SOFT.de > >Fax: +49-9131-7701-333 http://www.3SOFT.de > > > > > > > >_______________________________________________ > >rt-users mailing list > >rt-users at lists.fsck.com > >http://lists.fsck.com/mailman/listinfo/rt-users > > > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > >-- ><>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on >your own understanding;" > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From darren at boston.com Mon Feb 24 14:52:37 2003 From: darren at boston.com (darren chamberlain) Date: Mon, 24 Feb 2003 14:52:37 -0500 Subject: [rt-users] Spam handling? In-Reply-To: <18mTmM-000Jvw-00@ns2.wananchi.com> References: <18mSs4-000EAZ-00@ns2.wananchi.com> <18mTmM-000Jvw-00@ns2.wananchi.com> Message-ID: <20030224-e2c9dff59c97e609a1ac2ec89bf83ae5@mail.boston.com> * Odhiambo Washington [2003-02-22 02:13]: > :0: > * ^X-Spam-Status: Yes > |/dev/null ^ Does this actually work? You're piping this through /dev/null here (the leading |), instead of putting it into /dev/null. (Also, you don't need to lock /dev/null -- use :0 instead of :0:). (darren) -- History doesn't always repeat itself. Sometimes it just yells 'can't you remember anything I told you?' and lets fly with a club. -- John W. Campbell Jr. From david at kineticode.com Mon Feb 24 15:26:57 2003 From: david at kineticode.com (David Wheeler) Date: Mon, 24 Feb 2003 12:26:57 -0800 Subject: [rt-users] RT on Mac OS X Message-ID: <522978F6-4836-11D7-8701-0003931A964A@kineticode.com> Hi All, Just started playing with RT and noticed this in the docs: > # Apache, mod_perl and Mac OSX > As previously noted, loading mod_perl dynamically (DSO) does not work > with RT2 approximately 20-40% of the time. This includes the default > Apache + mod_perl installation under Mac OSX. > > The following lines (under MacOSX) are indicative of this problem: > dyld: /usr/sbin/httpd multiple definitions of symbol > _ApacheRequest___parse > /Library/Perl/darwin/auto/Apache/Request/Request.bundle definition of > _ApacheRequest___parse > /Library/Perl/darwin/auto/Apache/Cookie/Cookie.bundle definition of > _ApacheRequest___parse > > If you can, recompile Apache with mod_perl statically linked, or use > FastCGI. If you must use mod_perl as a dynamic module, please find a > solution to RT2 not consistently working and send it back to rt-devel. > > I do lots of RT development on Mac OS X using FastCGI and it works > pretty damn well. - Jesse For those who want to run it under a normal Apache on Mac OS X, see my articles on MacDevCenter.com explaining how to compile and install your own Apache with static mod_perl: http://www.macdevcenter.com/pub/a/mac/2002/11/05/apache_osx.html HTH, David -- David Wheeler AIM: dwTheory david at kineticode.com ICQ: 15726394 Yahoo!: dew7e Jabber: Theory at jabber.org Kineticode. Setting knowledge in motion.[sm] From jo2y at midnightlinux.com Mon Feb 24 16:39:47 2003 From: jo2y at midnightlinux.com (James O'Kane) Date: Mon, 24 Feb 2003 16:39:47 -0500 (EST) Subject: [rt-users] cookies vs. url element Message-ID: Before I go and duplicate work, I wanted to know if anyone has already done anything to switch from using cookies to using something in the url itself. From reading the O'Reilly mason book, it seems like a straight forward thing to do. Assuming that is true, can anyone forsee a problem doing that? (besides it looking ugly?) -james From jesse at bestpractical.com Mon Feb 24 16:44:16 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 24 Feb 2003 16:44:16 -0500 Subject: [rt-users] cookies vs. url element In-Reply-To: References: Message-ID: <20030224214415.GW31136@pallas.fsck.com> This question is probably better targetted at rt-devel. I did some work on something like this for the RT WAP frontend. you might want to have a look at that. Basically, with a bit of URL rewriting on login and a dhandler, it shouldn't be too bad. On Mon, Feb 24, 2003 at 04:39:47PM -0500, James O'Kane wrote: > Before I go and duplicate work, I wanted to know if anyone has already > done anything to switch from using cookies to using something in the url > itself. From reading the O'Reilly mason book, it seems like a straight > forward thing to do. Assuming that is true, can anyone forsee a problem > doing that? (besides it looking ugly?) > > -james > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Mon Feb 24 20:43:39 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Tue, 25 Feb 2003 11:43:39 +1000 Subject: [rt-users] RT on Mac OS X In-Reply-To: <522978F6-4836-11D7-8701-0003931A964A@kineticode.com> References: <522978F6-4836-11D7-8701-0003931A964A@kineticode.com> Message-ID: <20030225014338.GK446@luggage.internal.moreton.com.au> David Wheeler wrote: > For those who want to run it under a normal Apache on Mac OS X, see my > articles on MacDevCenter.com explaining how to compile and install your > own Apache with static mod_perl: > > http://www.macdevcenter.com/pub/a/mac/2002/11/05/apache_osx.html Thanks, David. The Installation Guide has been updated to point to this excellent article. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pongco at infophil.com Mon Feb 24 22:06:23 2003 From: pongco at infophil.com (Rene L. Pongco Jr.) Date: Tue, 25 Feb 2003 11:06:23 +0800 Subject: [rt-users] RT+SpamAssassin+Procmail problem Message-ID: <3E5ADDAF.8000400@infophil.com> Hi, I found Phil Homewood's implementation of SpamAssassin interesting and gave it a shot. http://www.riverside.org/archive/html/rt-users/2002-06/msg00265.html Unfortunately, in /etc/procmailrcs/rt, when i use spamassassin -c, all the mail goes to the spam folder. When I change this to spamc and restart the daemon, all the mail goes through the filter and into my folder. Can someone please tell me what I'm doing wrong? -- Rule 016 ? A deal is a deal. (until a better one comes along). From pdh at bestpractical.com Mon Feb 24 22:26:43 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Tue, 25 Feb 2003 13:26:43 +1000 Subject: [rt-users] RT+SpamAssassin+Procmail problem In-Reply-To: <3E5ADDAF.8000400@infophil.com> References: <3E5ADDAF.8000400@infophil.com> Message-ID: <20030225032643.GA2846@luggage.internal.moreton.com.au> Rene L. Pongco Jr. wrote: > http://www.riverside.org/archive/html/rt-users/2002-06/msg00265.html > > Unfortunately, in /etc/procmailrcs/rt, when i use spamassassin -c, all > the mail goes to the spam folder. "spamassassin -c" is not a valid spamassassin command line. The "-c" means "config file", and is deprecated.... > When I change this to spamc and restart the daemon, (what daemon? spamd?) > all the mail goes through the filter and into my > folder. Can someone please tell me what I'm doing wrong? is spamd running? What "folder" are you referring to? Are any "X-Spam-*" headers present at all? Did you obey the following: * The user running spamassassin (I chose the MTA's "mailnull" user) must have (or have permission to create) a .spamassassin directory under his home dir. This was the only roadblock I hit (as spamassasin's "spamc" silently does nothing if this is not the case.) Under FreeBSD: mkdir -p ~mailnull/.spamassassin chown mailnull ~mailnull/.spamassassin (other OSs will be similar.) ? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pongco at infophil.com Tue Feb 25 01:38:52 2003 From: pongco at infophil.com (Rene L. Pongco Jr.) Date: Tue, 25 Feb 2003 14:38:52 +0800 Subject: [rt-users] RT+SpamAssassin+Procmail problem Message-ID: <3E5B0F7C.2060601@infophil.com> An HTML attachment was scrubbed... URL: From bpanizzon at iphpa.ch Tue Feb 25 02:55:26 2003 From: bpanizzon at iphpa.ch (Panizzon Benoit) Date: Tue, 25 Feb 2003 08:55:26 +0100 Subject: AW: [rt-users] Troubles creating MySQL rt2 database user on FreeB SD Message-ID: <3EA878A43F106949B62EAB87820773D408F879@iphsrv02.iphpa.ch> >Getting all the modules was more difficult ;-) Nope, that was the easy part :-) Finaly I just concluded that the GRANT command of mysql works differently on FreeBSD and altered etc/acl.mysql that way: DELETE FROM user WHERE user like '!!DB_RT_USER!!'; DELETE FROM db where db LIKE '!!DB_DATABASE!!'; INSERT INTO user VALUES ('!!DB_RT_HOST!!','!!DB_RT_USER!!',password('!!DB_RT_PASS!!'),'y','y','y','y ','y','y','y','y','y','y'); FLUSH PRIVILEGES; and removed GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON !!DB_DATABASE!!.* TO !!DB_RT_USER!!@!!DB_RT_HOST!! IDENTIFIED BY '!!DB_RT_PASS!!'; That way the installation finaly worked. -Benoit- From btiwari at molbiol.ox.ac.uk Tue Feb 25 07:45:20 2003 From: btiwari at molbiol.ox.ac.uk (Bela Tiwari) Date: Tue, 25 Feb 2003 12:45:20 +0000 (GMT) Subject: [rt-users] How can you stop AutoReply? Message-ID: Hello, We would like to turn off the AutoReply on RT, but I can't see how to do it. Somehow I think this should be really easy... I can't see an obvious way of doing this through the web interface, and trawling around in the bowels of RT itself, while enlightening in some ways, has not brought me much further towards a solution. Is there anyone out there who can advise me on how to do this? thanks, Bela .-.-.-.-.-.-.-.-.-.-.-.-.-.-.-. Dr. Bela Tiwari Lead Bioinformatician EGT Data Centre CEH Oxford Mansfield Road Oxford OX1 3SR 01865 (2)81976 http://envgen.nox.ac.uk .-.-.-.-.-.-.-.-.-.-.-.-.-.-.-. From js138 at eng.cam.ac.uk Tue Feb 25 07:53:16 2003 From: js138 at eng.cam.ac.uk (J. Sloan) Date: Tue, 25 Feb 2003 12:53:16 +0000 (GMT) Subject: [rt-users] How can you stop AutoReply? In-Reply-To: Message-ID: On Tue, 25 Feb 2003, Bela Tiwari wrote: > Hello, > > We would like to turn off the AutoReply on RT, but I can't see how to do > it. Somehow I think this should be really easy... > > I can't see an obvious way of doing this through the web interface, and > trawling around in the bowels of RT itself, while enlightening in some > ways, has not brought me much further towards a solution. > > Is there anyone out there who can advise me on how to do this? AutoReply is implemented by a Scrip action. Delete the global scrip and it will go away. John From rt at netthink.co.uk Tue Feb 25 07:55:16 2003 From: rt at netthink.co.uk (Simon Cozens) Date: Tue, 25 Feb 2003 12:55:16 +0000 Subject: [rt-users] How can you stop AutoReply? In-Reply-To: References: Message-ID: <20030225125516.GA5759@deep-dark-truthful-mirror.pad> Bela Tiwari: > We would like to turn off the AutoReply on RT, but I can't see how to do > it. Somehow I think this should be really easy... AutoReplying - and indeed, any mail sent out by RT - is controlled by Scrips. To turn off AutoReplys, first look in Configuration > Global > Scrips and delete the default AutoReply scrip there: OnCreate AutoreplyToRequestors with template Autoreply If you've put scrips on individual queues, go into Configuration > Queue > (QueueName) > Scrips and delete the relevant scrip. Simon -- linux-2.3.99-pre9.tar: limbo program - plan9 has a bad day From btiwari at molbiol.ox.ac.uk Tue Feb 25 07:59:18 2003 From: btiwari at molbiol.ox.ac.uk (Bela Tiwari) Date: Tue, 25 Feb 2003 12:59:18 +0000 (GMT) Subject: [rt-users] How can you stop AutoReply? In-Reply-To: <20030225125516.GA5759@deep-dark-truthful-mirror.pad> References: <20030225125516.GA5759@deep-dark-truthful-mirror.pad> Message-ID: >AutoReplying - and indeed, any mail sent out by RT - is controlled by >Scrips. To turn off AutoReplys, first look in Configuration > Global > Scrips >and delete the default AutoReply scrip there: > OnCreate AutoreplyToRequestors with template Autoreply > Thanks to all those who have replied so quickly! My problem was that I was looking at the Scrips under an individual queue, instead of under the Global scrips. Problem solved. thanks again, Bela .-.-.-.-.-.-.-.-.-.-.-.-.-.-.-. Dr. Bela Tiwari Lead Bioinformatician EGT Data Centre CEH Oxford Mansfield Road Oxford OX1 3SR 01865 (2)81976 http://envgen.nox.ac.uk .-.-.-.-.-.-.-.-.-.-.-.-.-.-.-. From binand at gmx.net Tue Feb 25 08:01:31 2003 From: binand at gmx.net (Binand Raj S.) Date: Tue, 25 Feb 2003 18:31:31 +0530 Subject: [rt-users] How can you stop AutoReply? In-Reply-To: References: Message-ID: <20030225130131.GA16663@binand.cysphere.com> On Tue, Feb 25, 2003 at 12:45:20PM +0000, Bela Tiwari wrote: > We would like to turn off the AutoReply on RT, but I can't see how to do > it. Somehow I think this should be really easy... In Configuration->Global->Scrips: Delete the scrip OnCreate AutoreplyToRequestors with template Autoreply Binand From westmedia at ideal.net.au Tue Feb 25 09:05:53 2003 From: westmedia at ideal.net.au (Shane) Date: Wed, 26 Feb 2003 01:05:53 +1100 Subject: [rt-users] rt-2-0-15 Install- problem with web Message-ID: <000101c2dcd7$068a6e10$0200a8c0@nizzan> Hi all I am a newbee at all of this . I installed and met all requirements and didn't seam to have a problem until I went to Go and view the web interface. At this point all I get is a download panel to download a file . Im sure I installed everything the correct way .Does any one have an idea on how to fix this PLEASE. -------------- next part -------------- An HTML attachment was scrubbed... URL: From admin at lctn.org Tue Feb 25 10:28:16 2003 From: admin at lctn.org (Raymond Norton) Date: Tue, 25 Feb 2003 09:28:16 -0600 (CST) Subject: [rt-users] system error resolved Message-ID: <32999.204.220.62.133.1046186896.squirrel@support.lctn.k12.mn.us> Just a quick apology. Although Phil did respond to my post of a system error, I did eventually find it in the FAQ. maybe this will help someone in the future: originally I made the post because I was getting internal server errors. I was instructed to check permissions in a few areas, including the /tmp directory. I made the proper changes, but kept getting the errors. turns out on my first attempt to access rt it did manage to create a log file in /tmp. Although I did change the perms on /tmp the original log file had the wrong owner. I deleted it and was able to run rt. Thanks Phil -- Raymond Norton Little Crow Telemedia Network 320-234-0270 From josh at saratoga.lib.ny.us Tue Feb 25 10:29:39 2003 From: josh at saratoga.lib.ny.us (Josh Kuperman) Date: Tue, 25 Feb 2003 10:29:39 -0500 Subject: [rt-users] RT on Mac OS X In-Reply-To: <522978F6-4836-11D7-8701-0003931A964A@kineticode.com>; from david@kineticode.com on Mon, Feb 24, 2003 at 12:26:57PM -0800 References: <522978F6-4836-11D7-8701-0003931A964A@kineticode.com> Message-ID: <20030225102939.B13105@saratoga.lib.ny.us> This is a very Mac question, but would using the Fink version of Apache instead of the one from Apple also resolve this problem? On Mon, Feb 24, 2003 at 12:26:57PM -0800, David Wheeler wrote: > Hi All, > > Just started playing with RT and noticed this in the docs: > > > # Apache, mod_perl and Mac OSX > > As previously noted, loading mod_perl dynamically (DSO) does not work > > with RT2 approximately 20-40% of the time. This includes the default > > Apache + mod_perl installation under Mac OSX. > > > > The following lines (under MacOSX) are indicative of this problem: > > dyld: /usr/sbin/httpd multiple definitions of symbol > > _ApacheRequest___parse > > /Library/Perl/darwin/auto/Apache/Request/Request.bundle definition of > > _ApacheRequest___parse > > /Library/Perl/darwin/auto/Apache/Cookie/Cookie.bundle definition of > > _ApacheRequest___parse > > > > If you can, recompile Apache with mod_perl statically linked, or use > > FastCGI. If you must use mod_perl as a dynamic module, please find a > > solution to RT2 not consistently working and send it back to rt-devel. > > > > I do lots of RT development on Mac OS X using FastCGI and it works > > pretty damn well. - Jesse > > For those who want to run it under a normal Apache on Mac OS X, see my > articles on MacDevCenter.com explaining how to compile and install your > own Apache with static mod_perl: > > http://www.macdevcenter.com/pub/a/mac/2002/11/05/apache_osx.html > > HTH, > > David > > -- > David Wheeler AIM: dwTheory > david at kineticode.com ICQ: 15726394 > Yahoo!: dew7e > Jabber: Theory at jabber.org > Kineticode. Setting knowledge in motion.[sm] > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 michael.fernandez at dms.at Tue Feb 25 10:34:48 2003 From: michael.fernandez at dms.at (Michael Fernandez) Date: 25 Feb 2003 16:34:48 +0100 Subject: [rt-users] Error initialization of rt3 beta 2 database Message-ID: <1046187288.29083.41.camel@i3s15.sophia.dms.at> Hi, I've got this error when I am trying to create the database during the installation of rt3 beta 2 with a postgres database: # make initialize-database /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba postgres --prompt-for-dba-password ...... schema sucessfully inserted Now inserting database ACLs Now inserting RT core system objects Checking for existing system user...not found. This appears to be a new installation. Creating system user...Can't locate object method "begin_work" via package "DBI::db" (perhaps you forgot to load "DBI::db"?) at /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 497, line 577. make: *** [initialize-database] Error 255 Has anybody know why I've got this error ? Michael. From bruce_campbell at ripe.net Tue Feb 25 11:10:21 2003 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Tue, 25 Feb 2003 17:10:21 +0100 (CET) Subject: AW: [rt-users] Installation rt-2-0-15 with fastcgi In-Reply-To: <50C52FFF0D55E540AD943758F42083708D5F0E@corvus.de.3soft> Message-ID: On Mon, 24 Feb 2003, Warnke, Andreas wrote: > There is an other anomalie: from time to time (every two weeks), the > mysql database needs too much processing time: 90% of the 2GHz CPU are > gone for the mysql process. A restart of mysql doesn't solve the > problem, a RT2 restart is necessary. What do you mean by a 'RT2 restart' ? Is this a restart of the apache handling RT2, a restart of the actual server, or a restart of a particular CLI app? > Andreas -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From cyrille at iwebgroup.com Tue Feb 25 11:39:18 2003 From: cyrille at iwebgroup.com (Cyrille Mertes) Date: Tue, 25 Feb 2003 11:39:18 -0500 Subject: [rt-users] Attachments table in mysql Message-ID: <3E5B9C36.4000107@iwebgroup.com> Hi, My Attachments table for rt2 in mysql is near 1.9Go. What is the best solution to reduce the size only of this table without affecting the rest of the rt system ? Thanks, Cyrille. From darren at boston.com Tue Feb 25 11:52:52 2003 From: darren at boston.com (darren chamberlain) Date: Tue, 25 Feb 2003 11:52:52 -0500 Subject: [rt-users] Attachments table in mysql In-Reply-To: <3E5B9C36.4000107@iwebgroup.com> References: <3E5B9C36.4000107@iwebgroup.com> Message-ID: <20030225-98b077aa4f019678a8c14c646ddeda4c@mail.boston.com> * Cyrille Mertes [2003-02-25 11:38]: > My Attachments table for rt2 in mysql is near 1.9Go. > > What is the best solution to reduce the size only of this table > without affecting the rest of the rt system ? Have you looked at the pack_isam and myisampack commands that come as part of your mysql install? (darren) -- (1) Everything depends. (2) Nothing is always. (3) Everything is sometimes. From omehegan at perseus.com Tue Feb 25 12:54:34 2003 From: omehegan at perseus.com (Owen B. Mehegan) Date: Tue, 25 Feb 2003 12:54:34 -0500 Subject: [rt-users] Adding things to Basics view Message-ID: <5.2.0.9.0.20030225125211.00ae5748@mail.perseus.com> Is there any way that I can move things from the Details view of a the new ticket page to the Basics view? I've just created two new queues which are going to rely heavily on keywords. I'd like to make it easier for users to work with these and make sure that they remember to select one when creating a ticket. Thanks in advance for any suggestions, Best regards, Owen B. Mehegan MIS Manager, Perseus Development Corp. Landline: (781) 848-8100 x263 Mobile: (617) 285-1701 SurveySolutions for the Web: Winner of the PC Magazine Editors' Choice Award From ges+lists at wingfoot.org Tue Feb 25 15:11:47 2003 From: ges+lists at wingfoot.org (Glenn Sieb) Date: Tue, 25 Feb 2003 15:11:47 -0500 (EST) Subject: [rt-users] RT+SpamAssassin+Procmail problem In-Reply-To: <3E5B0F7C.2060601@infophil.com> References: <3E5B0F7C.2060601@infophil.com> Message-ID: <4531.65.198.68.222.1046203907.squirrel@www.wingfoot.org> Rene L. Pongco Jr. said: > Yes, I'm using a spamc/spamd setup and i'm pretty sure spamd is running. > Right now, my /etc/procmailrcs/rt has a line that says: > > :0cw > | /usr/local/bin/spamc Ah! Here's the rub. This just passes email through the spamc filter for flagging. You want to actually filter *after* this: :0: * X-Spam-Status:.\[Yes*\] SPAM Or something similar, to filter the spam out of the inbox. > spamc returns a 1 or 0 output right? Should I change this to > /usr/local/bin/spamassassin? The mail which goes through the test folder > does not have any spam-marking headers. How do I find out which user is > running spamd? I assumed that it was my mail delivery agent (postfix) > so I gave postman permission to write on its .spamassassin folder. Is > this correct? I also made one for root just in case I was mistaken. Spamd should be running with the amavis user, whichever that is--usually vscan (if running uvscan). To find out if it's even running: (this is what I'd do on FreeBSD) ps -awwux | grep spam See if it's in the list. If not, then the daemon isn't running, and maybe you should check to see what's going on with spamassassin. 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 darren at dazza.org Tue Feb 25 15:32:20 2003 From: darren at dazza.org (Darren Nickerson) Date: Tue, 25 Feb 2003 15:32:20 -0500 Subject: [rt-users] RT+SpamAssassin+Procmail problem References: <3E5B0F7C.2060601@infophil.com> <4531.65.198.68.222.1046203907.squirrel@www.wingfoot.org> Message-ID: <00af01c2dd0d$005a81c0$3c20a6d1@dazzawinxp> Folks, Here's a possible alternative for those of you who have SpamAssassin running and injecting X-Spam-Status headers without procmail. I just hacked rt-mailgate to inject mail into my 'spam' queue directly. (see below) Phil, do you work for BestPractical now? Your .sig caught my attention ;-) -Darren --- rt-mailgate.orig Sat Feb 22 22:14:05 2003 +++ rt-mailgate Sun Feb 23 13:58:15 2003 @@ -56,6 +56,7 @@ my ($Verbose, $ReturnTid, $Debug); my ($From, $TicketId, $Subject,$SquelchReplies); my ($status, $msg); +my ($SpamHeader,$spam); # {{{ parse commandline @@ -113,6 +114,10 @@ $Subject = $head->get('Subject') || "[no subject]"; chomp $Subject; +#Check SPAM status +$SpamHeader = $head->get('X-Spam-Status') || "No"; +$Queue = "spam" if ($SpamHeader =~ /Yes/s); + # Get the ticket ID unless it's already set $TicketId = ParseTicketId($Subject) unless ($TicketId); From jgedeon at qualcomm.com Tue Feb 25 16:06:51 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Tue, 25 Feb 2003 13:06:51 -0800 Subject: [rt-users] Adding things to Basics view In-Reply-To: <5.2.0.9.0.20030225125211.00ae5748@mail.perseus.com> Message-ID: <5.1.0.14.2.20030225125729.0377aae8@mail1.qualcomm.com> You can make a copy of the path/to/rt/WebRT/html/Ticket/Create.html and put it in path/to/rt/local/WebRT/html/Ticket/ (you will have to create the latter one) Then modify your copy to have what things you want where you want. The mason handler should handle using your copy in local instead of the one under WebRT. hth John At 09:54 AM 2/25/2003, Owen B. Mehegan wrote: >Is there any way that I can move things from the Details view of a the new >ticket page to the Basics view? I've just created two new queues which are >going to rely heavily on keywords. I'd like to make it easier for users to >work with these and make sure that they remember to select one when >creating a ticket. Thanks in advance for any suggestions, > > >Best regards, > >Owen B. Mehegan >MIS Manager, Perseus Development Corp. >Landline: (781) 848-8100 x263 >Mobile: (617) 285-1701 >SurveySolutions for the Web: Winner of the PC Magazine Editors' Choice Award >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From mnagel at willingminds.com Tue Feb 25 16:18:07 2003 From: mnagel at willingminds.com (Mark D. Nagel) Date: Tue, 25 Feb 2003 13:18:07 -0800 Subject: [rt-users] RT+SpamAssassin+Procmail problem References: <3E5B0F7C.2060601@infophil.com> <4531.65.198.68.222.1046203907.squirrel@www.wingfoot.org> Message-ID: <009401c2dd13$642727c0$cb6fa8c0@BLEU> Actually, it's a small bit rubbier. The flags to the procmail rule indicate that the message should be copied to the spamc program, not filtered by it. The correct recipe is: :0fw | /usr/local/bin/spamc Then you also need to examine the filtered message headers as you pointed out. Mark ----- Original Message ----- From: "Glenn Sieb" To: ; Sent: Tuesday, February 25, 2003 12:11 PM Subject: Re: [rt-users] RT+SpamAssassin+Procmail problem > Rene L. Pongco Jr. said: > > Yes, I'm using a spamc/spamd setup and i'm pretty sure spamd is running. > > Right now, my /etc/procmailrcs/rt has a line that says: > > > > :0cw > > | /usr/local/bin/spamc > > Ah! Here's the rub. > > This just passes email through the spamc filter for flagging. > > You want to actually filter *after* this: > > :0: > * X-Spam-Status:.\[Yes*\] > SPAM > From harrison at palisadesys.com Tue Feb 25 16:43:12 2003 From: harrison at palisadesys.com (James L. Harrison) Date: Tue, 25 Feb 2003 15:43:12 -0600 Subject: [rt-users] RT+SpamAssassin+Procmail problem In-Reply-To: <009401c2dd13$642727c0$cb6fa8c0@BLEU> Message-ID: I have had great success with procmail and the following: :0fw | /usr/local/bin/spamassassin -P :0 * ^X-Spam-Status: Yes ! root Or you could send it to a "spam" queue if you get many false hits... But I hardly ever get false hits. -Jamie -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Mark D. Nagel Sent: Tuesday, February 25, 2003 3:18 PM To: rt-users at pallas.eruditorum.org Subject: Re: [rt-users] RT+SpamAssassin+Procmail problem Actually, it's a small bit rubbier. The flags to the procmail rule indicate that the message should be copied to the spamc program, not filtered by it. The correct recipe is: :0fw | /usr/local/bin/spamc Then you also need to examine the filtered message headers as you pointed out. Mark ----- Original Message ----- From: "Glenn Sieb" To: ; Sent: Tuesday, February 25, 2003 12:11 PM Subject: Re: [rt-users] RT+SpamAssassin+Procmail problem > Rene L. Pongco Jr. said: > > Yes, I'm using a spamc/spamd setup and i'm pretty sure spamd is running. > > Right now, my /etc/procmailrcs/rt has a line that says: > > > > :0cw > > | /usr/local/bin/spamc > > Ah! Here's the rub. > > This just passes email through the spamc filter for flagging. > > You want to actually filter *after* this: > > :0: > * X-Spam-Status:.\[Yes*\] > SPAM > _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From kazu at kmn.co.jp Tue Feb 25 21:01:47 2003 From: kazu at kmn.co.jp (Kazu Kimura) Date: Wed, 26 Feb 2003 11:01:47 +0900 Subject: [rt-users] template httpd.conf for rt-2-1-75 References: Message-ID: <002801c2dd3b$04f13200$360aa8c0@Office> Hello, I would like to know the template of httpd.conf for the latest rt-2-1-75 or rt3.0beta. I don't know how to setup virtual host with it. Or is this destined to rt-development? Regards, Kazu From david at kineticode.com Tue Feb 25 21:55:58 2003 From: david at kineticode.com (David Wheeler) Date: Tue, 25 Feb 2003 18:55:58 -0800 Subject: [rt-users] RT on Mac OS X In-Reply-To: <20030225102939.B13105@saratoga.lib.ny.us> Message-ID: On Tuesday, February 25, 2003, at 07:29 AM, Josh Kuperman wrote: > This is a very Mac question, but would using the Fink version of > Apache instead of the one from Apple also resolve this problem? I doubt it because there's no Fink version of Perl, which would be needed, I expect, for a Fink version of Apache with mod_perl statically compiled in. But I'm not a Fink user; I like compiling stuff. :-) David -- David Wheeler AIM: dwTheory david at kineticode.com ICQ: 15726394 Yahoo!: dew7e Jabber: Theory at jabber.org Kineticode. Setting knowledge in motion.[sm] From pongco at infophil.com Tue Feb 25 21:59:39 2003 From: pongco at infophil.com (Rene L. Pongco Jr.) Date: Wed, 26 Feb 2003 10:59:39 +0800 Subject: [rt-users] RT+SpamAssassin+Procmail problem Message-ID: <3E5C2D9B.3000502@infophil.com> An HTML attachment was scrubbed... URL: From autrijus at autrijus.org Tue Feb 25 21:59:39 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Wed, 26 Feb 2003 10:59:39 +0800 Subject: [rt-users] template httpd.conf for rt-2-1-75 In-Reply-To: <002801c2dd3b$04f13200$360aa8c0@Office> References: <002801c2dd3b$04f13200$360aa8c0@Office> Message-ID: <20030226025939.GA86931@aut.dyndns.org> On Wed, Feb 26, 2003 at 11:01:47AM +0900, Kazu Kimura wrote: > I would like to know the template of httpd.conf for the latest rt-2-1-75 or > rt3.0beta. > > I don't know how to setup virtual host with it. Please read the README. :-) ServerName your.rt.server.hostname DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # this line applies to Apache2+mod_perl2 only PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason But in my server the location tag is replaced by: SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason Thanks, /Autrijus/ From jesse at bestpractical.com Tue Feb 25 23:31:13 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 25 Feb 2003 23:31:13 -0500 Subject: [rt-users] Solicitation for your RT testimonials and public list of users Message-ID: <20030226043113.GL31136@pallas.fsck.com> The release of RT 3.0 is fast approaching and I'm starting in on the "new" website for the release. One thing that I've always been somewhat hesitant about is putting a list of organizations that run RT on the web, but I've started to get weekly email from sites looking for testimonials and lists of companies, schools and agencies that run RT. If you or your organization would like to contribute a few words about how RT has helped you get your job done or helped rescue your sanity or free time, we at Best Practical would be grateful. Just drop a note to testimonials at bestpractical.com and we'll incorporate your testimonial. If you'd like to help RT flourish, but can't contribute financial or technical support, this is a great way to help out! Over the next couple weeks, we're going to be putting together a public list of sites that use RT. If it's at all possible, please send a note to testimonials at bestpractical.com saying something as simple as "we use RT" and we'll add you to the list. We won't list email addresses on the web page, just the name of your organization. If you'd like to have us add your logo or a hyperlink to your web site, just include that in the mail. Thanks, Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From kazu at kmn.co.jp Wed Feb 26 01:11:01 2003 From: kazu at kmn.co.jp (Kazu Kimura) Date: Wed, 26 Feb 2003 15:11:01 +0900 Subject: [rt-users] template httpd.conf for rt-2-1-75 References: <002801c2dd3b$04f13200$360aa8c0@Office> <20030226025939.GA86931@aut.dyndns.org> Message-ID: <00de01c2dd5d$d6d7d040$360aa8c0@Office> Thank you for the response but I still have some problem with some setting. When I try to login the RT, the browser responds as follows. Forbidden You don't have permission to access / on this server. ---------------------------------------------------------------------------- ---- Apache/1.3.27 Server at 127.0.0.1 Port 8080 And the /usr/local/apache/logs/error_log shows as follows. Wed Feb 26 15:04:45 2003] [notice] Apache/1.3.27 (Unix) mod_perl/1.27 configure d -- resuming normal operations [Wed Feb 26 15:04:45 2003] [notice] Accept mutex: flock (Default: flock) [Wed Feb 26 15:05:08 2003] [error] [client 192.168.10.54] Directory index forbid den by rule: /usr/local/apache/htdocs/ internal11# Any suggestion? Kazu ----- Original Message ----- From: "Autrijus Tang" To: "Kazu Kimura" Cc: Sent: Wednesday, February 26, 2003 11:59 AM Subject: Re: [rt-users] template httpd.conf for rt-2-1-75 > On Wed, Feb 26, 2003 at 11:01:47AM +0900, Kazu Kimura wrote: > > I would like to know the template of httpd.conf for the latest rt-2-1-75 or > > rt3.0beta. > > > > I don't know how to setup virtual host with it. > > Please read the README. :-) > > > ServerName your.rt.server.hostname > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > > # this line applies to Apache2+mod_perl2 only > PerlModule Apache2 Apache::compat > > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > > But in my server the location tag is replaced by: > > > SetHandler perl-script > PerlHandler RT::Mason > > > SetHandler perl-script > PerlHandler RT::Mason > > > SetHandler perl-script > PerlHandler RT::Mason > > > Thanks, > /Autrijus/ > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -------------- next part -------------- An HTML attachment was scrubbed... URL: From wash at wananchi.biz Wed Feb 26 03:40:41 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Wed, 26 Feb 2003 11:40:41 +0300 Subject: [rt-users] template httpd.conf for rt-2-1-75 In-Reply-To: <18nrrs-0005ZY-00@ns2.wananchi.com> References: <002801c2dd3b$04f13200$360aa8c0@Office> <18nrrs-0005ZY-00@ns2.wananchi.com> Message-ID: <20030226084041.GC24286@ns2.wananchi.com> * Autrijus Tang [20030226 06:04]: wrote: > On Wed, Feb 26, 2003 at 11:01:47AM +0900, Kazu Kimura wrote: > > I would like to know the template of httpd.conf for the latest rt-2-1-75 or > > rt3.0beta. > > > > I don't know how to setup virtual host with it. > > Please read the README. :-) > > > ServerName your.rt.server.hostname > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > > # this line applies to Apache2+mod_perl2 only > PerlModule Apache2 Apache::compat > > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > > But in my server the location tag is replaced by: > > > SetHandler perl-script > PerlHandler RT::Mason > > > SetHandler perl-script > PerlHandler RT::Mason > > > SetHandler perl-script > PerlHandler RT::Mason > > > Thanks, > /Autrijus/ Hi All, I can attest to the fact that this virtualhost config given by Autrijus (outrageous?? ;)) really does work. I run two apache's so as to have two instances of RT with modperl (/usr/loca/apache2/ is apache-2.0.44, while /usr/local/etc/apache is apache-1.3.27) In both cases I use same config, except that one is https and the other is http. But quoting Jesse Vincent today on rt-devel , it seems to break stuff: http://lists.fsck.com/pipermail/rt-devel/2003-February/003173.html I am a novice with coding so I am not sure what breaks in RT. Maybe Autrijus can help?? cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From autrijus at autrijus.org Wed Feb 26 03:54:47 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Wed, 26 Feb 2003 16:54:47 +0800 Subject: [rt-users] template httpd.conf for rt-2-1-75 In-Reply-To: <18nx7J-000BIy-00@ns2.wananchi.com> References: <002801c2dd3b$04f13200$360aa8c0@Office> <18nrrs-0005ZY-00@ns2.wananchi.com> <18nx7J-000BIy-00@ns2.wananchi.com> Message-ID: <20030226085447.GA88195@aut.dyndns.org> On Wed, Feb 26, 2003 at 11:40:41AM +0300, Odhiambo Washington wrote: > * Autrijus Tang [20030226 06:04]: wrote: > > > > > > SetHandler perl-script > > PerlHandler RT::Mason > > > > > > SetHandler perl-script > > PerlHandler RT::Mason > > > > > > SetHandler perl-script > > PerlHandler RT::Mason > > > > > I can attest to the fact that this virtualhost config given by > Autrijus (outrageous?? ;)) really does work. I run two apache's > so as to have two instances of RT with modperl (/usr/loca/apache2/ > is apache-2.0.44, while /usr/local/etc/apache is apache-1.3.27) > > In both cases I use same config, except that one is https and the > other is http. But quoting Jesse Vincent today on rt-devel , it > seems to break stuff: > > http://lists.fsck.com/pipermail/rt-devel/2003-February/003173.html > Interesting... I had missed that mail of Jesse's, so I too am at a loss of what subtle way it will fail with. Maye an attachment with the .html extension? I can't seem to think of other possibilities. Jesse? :-) Thanks, /Autrijus/ From jesse at bestpractical.com Wed Feb 26 03:59:12 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 26 Feb 2003 03:59:12 -0500 Subject: [rt-users] template httpd.conf for rt-2-1-75 In-Reply-To: <20030226085447.GA88195@aut.dyndns.org> References: <002801c2dd3b$04f13200$360aa8c0@Office> <18nrrs-0005ZY-00@ns2.wananchi.com> <18nx7J-000BIy-00@ns2.wananchi.com> <20030226085447.GA88195@aut.dyndns.org> Message-ID: <20030226085912.GY31136@pallas.fsck.com> > > Interesting... I had missed that mail of Jesse's, so I too am at a > loss of what subtle way it will fail with. Maye an attachment with > the .html extension? I can't seem to think of other possibilities. Well, if you drop a .wml, .css, .ics, .rss or any of a bunch of other types of file into your RT directory, it won't know to process them through mason. > Jesse? :-) > > Thanks, > /Autrijus/ > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From autrijus at autrijus.org Wed Feb 26 05:42:00 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Wed, 26 Feb 2003 18:42:00 +0800 Subject: [rt-users] template httpd.conf for rt-2-1-75 In-Reply-To: <20030226085912.GY31136@pallas.fsck.com> References: <002801c2dd3b$04f13200$360aa8c0@Office> <18nrrs-0005ZY-00@ns2.wananchi.com> <18nx7J-000BIy-00@ns2.wananchi.com> <20030226085447.GA88195@aut.dyndns.org> <20030226085912.GY31136@pallas.fsck.com> Message-ID: <20030226104200.GA88518@aut.dyndns.org> On Wed, Feb 26, 2003 at 03:59:12AM -0500, Jesse Vincent wrote: > > Interesting... I had missed that mail of Jesse's, so I too am at a > > loss of what subtle way it will fail with. Maye an attachment with > > the .html extension? I can't seem to think of other possibilities. > > Well, if you drop a .wml, .css, .ics, .rss or any of a bunch of other types of > file into your RT directory, it won't know to process them through > mason. Mmm, true, but I thought that those things should be processed verbatim... Apparently not; RT should be handed all files, and process those with MIME type "text/*". I stand corrected. Thanks, /Autrijus/ From bpanizzon at iphpa.ch Wed Feb 26 06:32:14 2003 From: bpanizzon at iphpa.ch (Panizzon Benoit) Date: Wed, 26 Feb 2003 12:32:14 +0100 Subject: [rt-users] Getting RT to set a correct sendmail envelope sender. Message-ID: <3EA878A43F106949B62EAB87820773D408F87E@iphsrv02.iphpa.ch> Hi all I've a bit a problem I don't understand. Usualy you set the envelope sender in sendmail by specifying: sendmail -fsomebody at somewhere.com Easy I tought and added: $SendmailArguments="-oi -t -ODeliveryMode=b -OErrorMode=m -fsomebody\@somehwere\.com"; but this had no effect so next try: $SendmailArguments="-fsomebody\@somehwere\.com -oi -t -ODeliveryMode=b -OErrorMode=m"; Argh: sendmail now uses from= Next try: $SendmailArguments='-fsomebody at somehwere.com -oi -t -ODeliveryMode=b -OErrorMode=m'; $SendmailArguments="-fsomebody\@somehwere\.com\ -oi\ -t\ -ODeliveryMode=b\ -OErrorMode=m"; Still the problem stays the same. What the hell goes wrong? If I type manualy: sendmail -fsomebody at somehwere.com -oi -t -ODeliveryMode=b -OErrorMode=m From: foo at bar.com To: bar at foo.com Subject: Test foobar ctrl-D this works perfectly. 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. ------------------------------------------------------------------------ From bpanizzon at iphpa.ch Wed Feb 26 10:36:31 2003 From: bpanizzon at iphpa.ch (Panizzon Benoit) Date: Wed, 26 Feb 2003 16:36:31 +0100 Subject: [rt-users] How to set the Queue Mailsender Realname Message-ID: <3EA878A43F106949B62EAB87820773D408F883@iphsrv02.iphpa.ch> Hi all I managed to partialy solve the sendmail envelope problem. Now mails get sent out with a reachable hostname :-) My rt users have brought two wishes to me: Is is possible to alter the Queue Correspondence address Realname? Now it is: From: "queuename" They would preffer something like: From: "Foobar Support" second thingie. When a supporter replies to a ticket the reply has the Address: "Supporterrealname via RT" The same here, they would preffer: "Foobar Support" -Benoit- From koji at engr.washington.edu Wed Feb 26 15:13:55 2003 From: koji at engr.washington.edu (Koji Yanagisawa) Date: Wed, 26 Feb 2003 12:13:55 -0800 Subject: [rt-users] Checking for forgotten tickets Message-ID: <3E5D2003.6030205@engr.washington.edu> Greetings, Has anyone implemented thru RT (like scrips conditions/actions) to check for forgotten tickets (like tickets no one has taken for a day or two, owner still nobody) and email about it? There're some other ways to do it, but I'd like to know if someone has done it within RT mechanism. Thank you, --Koji From dredd at megacity.org Wed Feb 26 15:19:57 2003 From: dredd at megacity.org (Derek J. Balling) Date: Wed, 26 Feb 2003 15:19:57 -0500 Subject: [rt-users] Cloning a Queue Message-ID: Is there any way to easily clone a queue (and all of its associated permissions)? I've been asked to create a number of queues, all identical to an existing queue, and I'd rather not have to delineate, on each one, the various users' rights, etc., but just say "make queue B a copy of queue A" and then just change a couple things in Queue B. :-) Cheers, D From derek-lists at foreshore.net Wed Feb 26 17:40:45 2003 From: derek-lists at foreshore.net (Derek Fage (lists account)) Date: Wed, 26 Feb 2003 22:40:45 +0000 Subject: [rt-users] Multiple domains in same RT environment Message-ID: <22404582402799@mx1.foreshore.net> Hi there, We're currently running RT with a bunch of queues on a server quite happily. I've got a requirement for a new couple of queues with a different domain and ticket naming structure. Is this possible on the same insance of RT or do I need to run multiple servers? Regards, Derek... -------------- next part -------------- A non-text attachment was scrubbed... Name: Derek Fage (lists account).vcf Type: text/directory Size: 171 bytes Desc: not available URL: From BHouston at austar.com.au Wed Feb 26 19:34:23 2003 From: BHouston at austar.com.au (Brian Houston/NCO/CEtv) Date: Thu, 27 Feb 2003 10:34:23 +1000 Subject: [rt-users] Uploading big Files using CGI.pm Message-ID: Greetings, This may be more of a mod_perl or Mason question, but I'm not sure at this point. I am using cgi.pm to upload attachments when creating a ticket in RT. Everything is fine unlesss I try to upload a file large than 1 MB. This generates an immediate server error and on checking the Apache logs says 'Malformed Multipart Post'. I've read messages about Mason and CGI.pm problems, and tried in Webmux.pl to fix it by adding this line after the 'use CGI' line: $CGI::POST_MAX=1024 * 100000; I thought that this would likely do the trick, but no go. Is it possible that RT is limiting the size, or adding some other config variable somewhere that I'm missing? I'd appreciate any hints that anyone might have on this. Thanks and cheers, Brian Houston Austar http://www.austar.com.au *************************************************************************************************************************************************************************** This email and any files transmitted with it, are confidential and is intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error, please notify the system manager. This footnote also confirms that this email message has been scanned by AUSTAR Communications content and virus scanning applications for the presence of computer viruses. *************************************************************************************************************************************************************************** From B.Schofield at mailbox.gu.edu.au Wed Feb 26 20:11:10 2003 From: B.Schofield at mailbox.gu.edu.au (Brook Schofield) Date: Thu, 27 Feb 2003 11:11:10 +1000 Subject: [rt-users] How to set the Queue Mailsender Realname In-Reply-To: <3EA878A43F106949B62EAB87820773D408F883@iphsrv02.iphpa.ch> Message-ID: <5.1.1.6.0.20030227110817.02c5fd18@kraken.itc.gu.edu.au> At 04:36 PM 26/02/2003 +0100, Panizzon Benoit wrote: >Is is possible to alter the Queue Correspondence address Realname? > >Now it is: >From: "queuename" > >They would preffer something like: >From: "Foobar Support" I changed: # my $friendly_name=$self->TicketObj->QueueObj->Name; my $friendly_name=$self->TicketObj->QueueObj->Description; in /opt/rt2/lib/RT/Action/Autoreply.pm so that the queue Description was used rather than queue Name. >When a supporter replies to a ticket the reply has the Address: > >"Supporterrealname via RT" > >The same here, they would preffer: >"Foobar Support" Search for: $self->SetHeader('From', "\"$friendly_name via RT\" <$replyto>"); within /opt/rt2/lib/RT/Action/SendEmail.pm -Brook ========================================================================= = _/_/_/ _/_/_/ _/_/_/ _/_/_/ _/ _/ Brook Schofield = = _/ _/ _/ _/ _/ _/ _/ _/ _/ _/ B.Schofield at mailbox.gu.edu.au = = _/_/ _/_/_/ _/ _/ _/ _/ _/_/ Ph: +61 7 387 53779 - WCN 0.28 = = _/ _/ _/ _/ _/ _/ _/ _/ _/ _/ Directory Services Integration = = _/_/_/ _/ _/ _/_/_/ _/_/_/ _/ _/ Griffith University QLD 4111 = ========================================================================= From kristofer at cybernetik.net Wed Feb 26 20:57:12 2003 From: kristofer at cybernetik.net (Kristofer Pettijohn) Date: Wed, 26 Feb 2003 19:57:12 -0600 Subject: [rt-users] Replies when subject is wiped Message-ID: <20030227015712.GA16512@visi.com> When someone replies to a message and the subject (ticket number) is wiped, is there a way (either in the 2.0.15 I am using now, or in the one in the CVS tree) for RT to find the ticket number that a user reply goes to by examining the Message-ID's in the "References" header and seeing where those references belong and add it to that ticket number as correspond? I hope what I'm looking for makes sense... Kristofer From mhunter at jfku.edu Wed Feb 26 21:11:25 2003 From: mhunter at jfku.edu (Mary Hunter) Date: Wed, 26 Feb 2003 18:11:25 -0800 (PST) Subject: [rt-users] initialization prob - OpenBSD/PostgreSQL/FastCGI Message-ID: Hi, I am trying to get rt3 (rt-2-1-75) installed. The dependency check and subsequent fixing went disturbingly smoothly. I am getting an error when trying to initalize the rt database. I have tried this both specifying and not specifying the port in my /var/www/rt3/etc/RT_SiteConfig.pm . I've made sure the dba password was right. Does anyone have any ideas as to what I have missed? I will send the RT_SiteConfig.pm on request, I don't want to spam up a list I've only been on for three days. =) elvis# make initialize-database /usr/bin/perl //var/www/rt3/sbin/rt-setup-database --action init --dba postgres --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 Pg instance on localhost as postgresql. Please specify that user's database password below. If the user has no database password, just press return. Password: DBI connect('dbname=template1;host=localhost;port=5432','postgres',...) failed: connectDBStart() -- connect() failed: Connection refused at //var/www/rt3/sbin/rt-setup-database line 82 Failed to connect to dbi:Pg:dbname=template1;host=localhost;port=5432 as postgres: connectDBStart() -- connect() failed: Connection refused at //var/www/rt3/sbin/rt-setup-database line 82, line 1. *** Error code 255 Stop in /home/install/rt3/rt-2-1-75 (line 331 of Makefile). Thank you in advance, rt-users! I've only gotten this far because of the rt-users archives! ------------------------------------------------------------ Mary Hunter John F. Kennedy University Information Services 12 Altarinda Road mhunter at jfku.edu Orinda, CA 94563-2603 From jo2y at midnightlinux.com Wed Feb 26 22:23:07 2003 From: jo2y at midnightlinux.com (James O'Kane) Date: Wed, 26 Feb 2003 22:23:07 -0500 (EST) Subject: [rt-users] initialization prob - OpenBSD/PostgreSQL/FastCGI In-Reply-To: Message-ID: I'm not intimately familiar with postgresql, but I think by default it doesn't listen to network connections. It needs to be started with -i I think. Check the postgresql website and/or see if you can connect to the db via a unix socket. Maybe take the hostname out? I don't have access at the moment to verify this. -james From pdh at bestpractical.com Thu Feb 27 00:27:41 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Thu, 27 Feb 2003 15:27:41 +1000 Subject: [rt-users] Cloning a Queue In-Reply-To: References: Message-ID: <20030227052741.GB25195@luggage.internal.moreton.com.au> Derek J. Balling wrote: > Is there any way to easily clone a queue (and all of its associated > permissions)? Not easily. I'm sure such a tool wouldn't be all that difficult to write, though, were one motivated to do so. :-) > I've been asked to create a number of queues, all identical to an > existing queue, and I'd rather not have to delineate, on each one, the > various users' rights, etc., but just say "make queue B a copy of queue > A" and then just change a couple things in Queue B. :-) If I wanted to do this, but felt unmotivated in the coding department, I would probably script it with the commandline tools. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Thu Feb 27 00:29:50 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Thu, 27 Feb 2003 15:29:50 +1000 Subject: [rt-users] Checking for forgotten tickets In-Reply-To: <3E5D2003.6030205@engr.washington.edu> References: <3E5D2003.6030205@engr.washington.edu> Message-ID: <20030227052950.GC25195@luggage.internal.moreton.com.au> Koji Yanagisawa wrote: > Has anyone implemented thru RT (like scrips conditions/actions) to check > for forgotten tickets (like tickets no one has taken for a day or two, > owner still nobody) and email about it? There're some other ways to do > it, but I'd like to know if someone has done it within RT mechanism. The "nag" script available in the contrib area is trivially modified to do what you want. It's designed to run from cron. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From binand at gmx.net Thu Feb 27 02:13:19 2003 From: binand at gmx.net (Binand Raj S.) Date: Thu, 27 Feb 2003 12:43:19 +0530 Subject: [rt-users] Checking for forgotten tickets In-Reply-To: <3E5D2003.6030205@engr.washington.edu> References: <3E5D2003.6030205@engr.washington.edu> Message-ID: <20030227071319.GB24055@binand.cysphere.com> On Wed, Feb 26, 2003 at 12:13:55PM -0800, Koji Yanagisawa wrote: > Greetings, > > Has anyone implemented thru RT (like scrips conditions/actions) to check > for forgotten tickets (like tickets no one has taken for a day or two, > owner still nobody) and email about it? There're some other ways to do > it, but I'd like to know if someone has done it within RT mechanism. Hi, Not exactly what you want, but for weeks I have been looking for an opportunity to flaunt my first hacking experience with RT :) This code (Elements/Orphans) will have a box in the start page of RT (similar to "25 tickets I own" or "25 tickets I requested"): -----Cut here <& /Elements/TitleBoxStart, title => "25 oldest orphaned tickets..." &> % while (my $Ticket = $OrphanedTickets->Next) { % }
# Subject Age Queue  
<%$Ticket->Id%> <%$Ticket->Subject || '[no subject]'%> <%$Ticket->AgeAsString %> <%$Ticket->QueueObj->Name%> [Take]
<& /Elements/TitleBoxEnd &> <%INIT> my $OrphanedTickets; $OrphanedTickets = new RT::Tickets ($session{'CurrentUser'}); $OrphanedTickets->LimitOwner(VALUE => 'Nobody'); $OrphanedTickets->LimitStatus(VALUE => "new"); $OrphanedTickets->OrderBy(FIELD => 'Id', ORDER => 'ASC'); $OrphanedTickets->RowsPerPage(25); -----Cut here Just add a call to Elements/Orphans in index.html. Mine looks like (somewhere in between): <& /Elements/MyTickets &>
<& /Elements/Orphans &>
<& /Elements/MyRequests &> Binand From pongco at infophil.com Thu Feb 27 03:15:04 2003 From: pongco at infophil.com (Rene L. Pongco Jr.) Date: Thu, 27 Feb 2003 16:15:04 +0800 Subject: [rt-users] RT+SpamAssassin+Procmail problem Message-ID: <3E5DC908.1080904@infophil.com> An HTML attachment was scrubbed... URL: From andreas.kruthoff at softwired-inc.com Thu Feb 27 03:15:01 2003 From: andreas.kruthoff at softwired-inc.com (Andreas Kruthoff) Date: Thu, 27 Feb 2003 09:15:01 +0100 Subject: [rt-users] Checking for forgotten tickets In-Reply-To: <3E5D2003.6030205@engr.washington.edu> References: <3E5D2003.6030205@engr.washington.edu> Message-ID: <200302270915.01755.andreas.kruthoff@softwired-inc.com> On Wednesday 26 February 2003 21:13, Koji Yanagisawa wrote: > Greetings, > > Has anyone implemented thru RT (like scrips conditions/actions) to check > for forgotten tickets (like tickets no one has taken for a day or two, > owner still nobody) and email about it? There're some other ways to do > it, but I'd like to know if someone has done it within RT mechanism. > > Thank you, > --Koji > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm We've a watcher / dispatcher for each queue. If a new ticket is created, the dispatcher is notified via email _and_ the new and unowned ticket shows up in a box on the home page (index.html). He dispaches the ticket to the corresponding person / queue. In the MyQueues box, a watcher sees all the orphaned tickets. index.html: ... <& /Elements/CustomHomepageHeader, %ARGS &> <& /Elements/MyTickets &>
<& /Elements/MyQueues &>
<& /Elements/MyRequests &> ... Elements/MyQueues: <& /Elements/TitleBoxStart, title => "15 highest priority unclaimed tickets in the $queueCount queue(s) I watch..." &> % if ($queueCount > 0) { % while (my $Ticket = $Tickets->Next) { % }
# Subject Queue Status Age  
<%$Ticket->Id%> <%$Ticket->Subject || '[no subject]'%> <%$Ticket->QueueObj->Name%> <%$Ticket->Status%> <%$Ticket->CreatedObj->AgeAsString%> [Take] [People] [Basics]
% } <& /Elements/TitleBoxEnd &> <%INIT> my $userEmail = $session{'CurrentUser'}->EmailAddress; my $queueCount = 0; my $Queues = new RT::Queues($session{'CurrentUser'}); $Queues->UnLimit(); my $Tickets = new RT::Tickets ($session{'CurrentUser'}); $Tickets->ClearRestrictions; $Tickets->LimitOwner(VALUE => "Nobody"); $Tickets->LimitStatus(VALUE => "resolved", OPERATOR => '!='); $Tickets->LimitStatus(VALUE => "dead", OPERATOR => '!='); while (my $queue = $Queues->Next) { my $watcherEmails = $queue->Watchers()->EmailsAsString(); next if $watcherEmails !~ /\b$userEmail/; $queueCount++; $Tickets->LimitQueue(VALUE => $queue->id); } $Tickets->OrderBy(FIELD => 'Priority', ORDER => 'DESC'); $Tickets->RowsPerPage(15); -andreas From darren at boston.com Thu Feb 27 08:05:41 2003 From: darren at boston.com (darren chamberlain) Date: Thu, 27 Feb 2003 08:05:41 -0500 Subject: [rt-users] Uploading big Files using CGI.pm In-Reply-To: References: Message-ID: <20030227-2f9367c00c53a19c0fcf0093ce073b30@mail.boston.com> * Brian Houston/NCO/CEtv [2003-02-26 19:33]: > I've read messages about Mason and CGI.pm problems, and tried in Webmux.pl > to fix it by adding this line after the 'use CGI' line: > > $CGI::POST_MAX=1024 * 100000; > > I thought that this would likely do the trick, but no go. Maybe this is a silly question, but did you restart httpd? Changes like that only take effect with a restart. (darren) -- A large number of installed systems work by fiat. That is, they work by being declared to work. -- Anatol Holt From les at futuresource.com Thu Feb 27 08:32:04 2003 From: les at futuresource.com (Les Mikesell) Date: Thu, 27 Feb 2003 07:32:04 -0600 Subject: [rt-users] relative times in search Message-ID: <002501c2de64$9ea36740$6401a8c0@mntp1.il.home.com> Is there a way to get an offset from the current time into a bookmarkable search? It would be handy to have a one-click way to see things that happened in the last 12 or 24 hours. --- Les Mikesell les at futuresource.com From darren at boston.com Thu Feb 27 08:40:31 2003 From: darren at boston.com (darren chamberlain) Date: Thu, 27 Feb 2003 08:40:31 -0500 Subject: [rt-users] relative times in search In-Reply-To: <002501c2de64$9ea36740$6401a8c0@mntp1.il.home.com> References: <002501c2de64$9ea36740$6401a8c0@mntp1.il.home.com> Message-ID: <20030227-4a320839709f799941c31ff490df8594@mail.boston.com> * Les Mikesell [2003-02-27 08:28]: > Is there a way to get an offset from the current time > into a bookmarkable search? It would be handy to > have a one-click way to see things that happened > in the last 12 or 24 hours. I have a little component, /Elements/QuickLink, that I think I got from this list a while ago. It has a few quick links: * Tickets I own * Unresolved Tickets I own * All Unresolved Tickets * Tickets Opened Today (2003/02/27) * Tickets Opened Yesterday (2003/02/26) The date for the last two is calculated, of course. I've attached the component -- put it in $RT/local/WebRT/html/Elements, and link to it from somewhere. (darren) -- Maybe that's the only truth in the world. Not the Bibles or poetry or philosophy but just the old jokes. -- Robert Shea and Robert Anton Wilson -------------- next part -------------- <& /Elements/TitleBoxStart, title => "Quick Links" &> % if ($session{'CurrentUser'}->Privileged()) { Tickets I own
Unresolved Tickets I own
All Unresolved Tickets
Tickets Opened Today (<% $today %>)
Tickets Opened Yesterday (<% $yesterday %>) % } <& /Elements/TitleBoxEnd &> <%args> $today => POSIX::strftime("%Y/%m/%d", localtime(time)) $yesterday => POSIX::strftime("%Y/%m/%d", localtime(time - (60*60*24))) <%perl> use POSIX (); From les at futuresource.com Thu Feb 27 09:31:57 2003 From: les at futuresource.com (Les Mikesell) Date: Thu, 27 Feb 2003 08:31:57 -0600 Subject: [rt-users] relative times in search (and quick resolve cycle) References: <002501c2de64$9ea36740$6401a8c0@mntp1.il.home.com> <20030227-4a320839709f799941c31ff490df8594@mail.boston.com> Message-ID: <007201c2de6c$fb8c37e0$6401a8c0@mntp1.il.home.com> >From: "darren chamberlain" > I have a little component, /Elements/QuickLink, that I think I got from > this list a while ago. It has a few quick links: Thanks! I suppose something similar may the answer to my next question. We had a flurry of activity with a service outage and would have liked a quick way to reply/resolve one ticket and go directly to the view of the same queue without going back to the home screen first. Going directly to the oldest unowned ticket in the same queue might be even better. Maybe some extra buttons at the bottom for 'submit and next ticket' and 'submit and view queue' would work. Or has this already been done too? --- Les Mikesell les at futuresource.com From peterb at ucar.edu Thu Feb 27 10:04:40 2003 From: peterb at ucar.edu (Peter Burkholder) Date: Thu, 27 Feb 2003 08:04:40 -0700 Subject: [rt-users] Multiple domains in same RT environment Message-ID: <20030227080439.A10998@ucar.edu> Subject: [rt-users] Multiple domains in same RT environment I'm going to be facing the same issue of want to support multiple domains on (ideally) the same RT instance. Anyone have an answer? -Peter > Hi there, > > We're currently running RT with a bunch of queues on a server quite happily. > > I've got a requirement for a new couple of queues with a different domain= > and ticket naming structure. > > Is this possible on the same insance of RT or do I need to run multiple= > servers? > > Regards, > > Derek... -- Peter Burkholder, System Administrator Digital Library for Earth System Education (DLESE -- http://www.dlese.org) peterb at ucar.edu DLESE Program Center (DPC) ~~~ ~~ ~~~~ __o UCAR/DPC, P.O. Box 3000 Ph) 303-497-2663 ~~~ ~~~~ ~~ _`\<,_ Boulder, CO 80307-3000 Fx) 303-497-8336 ~~~~ ~~~ ~~~~ (*)/ (*) From bruce_campbell at ripe.net Thu Feb 27 11:37:36 2003 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Thu, 27 Feb 2003 17:37:36 +0100 (CET) Subject: [rt-users] RT+SpamAssassin+Procmail problem In-Reply-To: <3E5DC908.1080904@infophil.com> Message-ID: On Thu, 27 Feb 2003, Rene L. Pongco Jr. wrote: > There's also a corrsponding entry in /var/log/maillog > > Feb 27 07:18:29 procmail[25150]: Denying special privileges for > "/etc/procmailrcs/rt" You want to have, at a minimum, of root:root 755 for /etc/procmailrcs/ , and rt:rt 444 for /etc/procmailrcs/rt . Procmail will complain if it thinks that the file could have been tampered with (eg, group writable etc). -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From omehegan at perseus.com Thu Feb 27 11:57:06 2003 From: omehegan at perseus.com (Owen B. Mehegan) Date: Thu, 27 Feb 2003 11:57:06 -0500 Subject: [rt-users] AutoAssign scrip Message-ID: <5.2.0.9.0.20030227114927.00a9db08@mail.perseus.com> I'm still having no luck at all getting the AutoAssign scrip to work in RT 2.0.15. A fellow RT user has clued me in to a possible cause of this problem; when he ran the insertdata script on his system, he ended up with two choices of action in the scrip config page, AutoAssignToAnyWatcher and AutoAssignToAnyCC. When I run the insertdata script that I got from http://www.fsck.com/pub/rt/contrib/2.0/ I only get an AutoAssign action. Further comparison of our insertdata scripts led to the realization that his version is 504 lines. The one referenced above is 75... Our AutoAssign.pm files match, however. So I took the 500 line insertdata script from him, tweaked it to match my setup, and ran it. Now at least it fails with some error data: DBD::mysql::st execute failed: Duplicate entry 'RT_System' for key 2 at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 365. RT::Handle=HASH(0x80fd46c) couldn't execute the query 'INSERT INTO Users (LastUpdated, Creator, Comments, Password, Name, RealName, LastUpdatedBy, Privileged, Created) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)'Duplicate entry 'RT_System' for key 2 Creating system user...Could not create user Does anyone know: 1. How I can resolve these errors 2. If the correct insertdata script was overwritten with an incorrect one in the contrib area 3. How I can get rid of the six AutoAssign actions that are now in my setup, the result of various attempts to get this to work, which apparently don't All input gratefully appreciated as usual, Best regards, Owen B. Mehegan MIS Manager, Perseus Development Corp. Landline: (781) 848-8100 x263 Mobile: (617) 285-1701 SurveySolutions for the Web: Winner of the PC Magazine Editors' Choice Award From ylsul at bitpipe.com Thu Feb 27 14:07:02 2003 From: ylsul at bitpipe.com (Young Sul) Date: Thu, 27 Feb 2003 14:07:02 -0500 Subject: [rt-users] rt-mailgate memory/cpu hog? Message-ID: Hi, I've installed rt (latest version) on a dual processor 2.4GHz system w/ 2G of RAM. I've noticed that rt-mailgate will eat up close to 1G of RAM, and peg CPU utilization at close to 99% Is there any way to tune rt so it doesn't take as many resources? Thanks, -y From jklassen at biblesociety.ca Thu Feb 27 15:15:00 2003 From: jklassen at biblesociety.ca (Jeff Klassen) Date: Thu, 27 Feb 2003 15:15:00 -0500 Subject: [rt-users] RT3 beta 2 display runs off right edge Message-ID: <000101c2de9c$e9abf3a0$b101a8c0@ISSACHAR> Hello, Our organization has been using RT 1 for a couple of years now. We are needing some of more enhanced features of RT2 and/or RT3. Recently I have installed and configured the RT3 Beta 2 for experimenting. I notice on my installation that the page layout is extended about 1% (a few pixels) of the edge of the right hand side of the browser display (tested on more than one system; browser window size adjusted etc.). In some cases this means that half a text character or so is chopped off. The browser window must not think that there is a sizing issue because it displays no horizontal scroll bar. Can anyone explain this? (P.S. If I set various table width parameters to 99% I can fudge a reasonable correct display). I recognize that this is beta software. I wanted to test with the most likely candidate for us when moving from RT1. Thanks for any help. -- Jeff Klassen - United Bible Societies Translation Electronic Information Services (TEIS) From mhunter at jfku.edu Thu Feb 27 15:27:08 2003 From: mhunter at jfku.edu (Mary Hunter) Date: Thu, 27 Feb 2003 12:27:08 -0800 (PST) Subject: [rt-users] initialization prob - OpenBSD/PostgreSQL/FastCGI In-Reply-To: Message-ID: On Wed, 26 Feb 2003, James O'Kane wrote: > I'm not intimately familiar with postgresql, but I think by default it > doesn't listen to network connections. It needs to be started with -i I > think. Check the postgresql website and/or see if you can connect to the > db via a unix socket. Maybe take the hostname out? I don't have access at > the moment to verify this. Yes, that was it. Thank you!! - Mary From jesse at bestpractical.com Thu Feb 27 16:08:11 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 27 Feb 2003 16:08:11 -0500 Subject: [rt-users] RT3 beta 2 display runs off right edge In-Reply-To: <000101c2de9c$e9abf3a0$b101a8c0@ISSACHAR> References: <000101c2de9c$e9abf3a0$b101a8c0@ISSACHAR> Message-ID: <20030227210811.GW31136@pallas.fsck.com> > Our organization has been using RT 1 for a couple of years now. We are > needing some of more enhanced features of RT2 and/or RT3. Recently I > have installed and configured the RT3 Beta 2 for experimenting. I notice > on my installation that the page layout is extended about 1% (a few > pixels) of the edge of the right hand side of the browser display > (tested on more than one system; browser window size adjusted etc.). Which version of Internet Explorer are you using? -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jklassen at biblesociety.ca Thu Feb 27 16:11:27 2003 From: jklassen at biblesociety.ca (Jeff Klassen) Date: Thu, 27 Feb 2003 16:11:27 -0500 Subject: [rt-users] RT3 beta 2 display runs off right edge In-Reply-To: <20030227210811.GW31136@pallas.fsck.com> Message-ID: <000001c2dea4$cb266890$b101a8c0@ISSACHAR> IE6 (6.0.2800), on WinXP Pro. > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: February 27, 2003 4:08 PM > To: Jeff Klassen > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] RT3 beta 2 display runs off right edge > > > > > > Our organization has been using RT 1 for a couple of years > now. We are > > needing some of more enhanced features of RT2 and/or RT3. > Recently I > > have installed and configured the RT3 Beta 2 for experimenting. I > > notice on my installation that the page layout is extended > about 1% (a > > few > > pixels) of the edge of the right hand side of the browser display > > (tested on more than one system; browser window size adjusted etc.). > > Which version of Internet Explorer are you using? > > -- > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. > > > From jesse at bestpractical.com Thu Feb 27 16:17:26 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 27 Feb 2003 16:17:26 -0500 Subject: [rt-users] RT3 beta 2 display runs off right edge In-Reply-To: <000001c2dea4$cb266890$b101a8c0@ISSACHAR> References: <20030227210811.GW31136@pallas.fsck.com> <000001c2dea4$cb266890$b101a8c0@ISSACHAR> Message-ID: <20030227211726.GX31136@pallas.fsck.com> Ok. That one's already in the ticketing system at rt3.fsck.com. We're working on a fix, which will likely use stylesheets for placement instead of the current table-based layout. On Thu, Feb 27, 2003 at 04:11:27PM -0500, Jeff Klassen wrote: > IE6 (6.0.2800), on WinXP Pro. > > > -----Original Message----- > > From: Jesse Vincent [mailto:jesse at bestpractical.com] > > Sent: February 27, 2003 4:08 PM > > To: Jeff Klassen > > Cc: rt-users at lists.fsck.com > > Subject: Re: [rt-users] RT3 beta 2 display runs off right edge > > > > > > > > > > > Our organization has been using RT 1 for a couple of years > > now. We are > > > needing some of more enhanced features of RT2 and/or RT3. > > Recently I > > > have installed and configured the RT3 Beta 2 for experimenting. I > > > notice on my installation that the page layout is extended > > about 1% (a > > > few > > > pixels) of the edge of the right hand side of the browser display > > > (tested on more than one system; browser window size adjusted etc.). > > > > Which version of Internet Explorer are you using? > > > > -- > > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. > > > > > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From scott at xs4all.net Wed Feb 19 10:38:09 2003 From: scott at xs4all.net (Scott A.McIntyre) Date: Wed, 19 Feb 2003 16:38:09 +0100 Subject: [rt-users] 2.0.15 - EffectiveId and Database concistency problems. Message-ID: <2608C4BC-4420-11D7-BA88-000393AC9622@xs4all.net> Hi, Every now and then RT 2.0.15 goes out to lunch. The main symptom is that one of the mysqld threads is 100% cpu bound and never frees itself, so any other attempts to talk to the database seem to get locked out. Killing off that process tends to fix things, but mysqladmin processlist never shows anything of value/use. However, today we did catch two interesting log items: [Wed Feb 19 14:28:34 2003] [error]: RT::Ticket=HASH(0x1947dd90) couldn't set status to resolved.RT's Database may be inconsistent. [Wed Feb 19 15:19:09 2003] [err]: RT::Ticket=HASH(0x893bdf0) ->Create couldn't set EffectiveId: No value sent to _Set! Are these known? Symptomatic, or unrelated? The timings do not correspond with the outtage, however... Thanks, Scott p.s. For what it's worth, all the mysqladmin processlist ever shows is: | 1 | rt_user | localhost | rt2 | Sleep | 0 | | | | 19 | root | localhost | | Query | 0 | | show processlist | From mrz at intelenet.net Thu Feb 27 16:26:14 2003 From: mrz at intelenet.net (matthew zeier) Date: Thu, 27 Feb 2003 13:26:14 -0800 Subject: [rt-users] RT3 beta 2 display runs off right edge References: <20030227210811.GW31136@pallas.fsck.com> <000001c2dea4$cb266890$b101a8c0@ISSACHAR> <20030227211726.GX31136@pallas.fsck.com> Message-ID: <01d601c2dea6$db381ba0$6d180a0a@MRZTP> > Ok. That one's already in the ticketing system at rt3.fsck.com. > > We're working on a fix, which will likely use stylesheets for placement > instead of the current table-based layout. Seperate, but related - if you dump the table-based layout it'd be nice to make the window controls (display, hisotry, basics...) static. On a sufficiently long ticket, it's some extra work to scroll all the way to the top to find the control you want. But then, maybe I'm just lazy. - mz From brillpappin at rogers.com Thu Feb 27 16:24:54 2003 From: brillpappin at rogers.com (Brill Pappin) Date: Thu, 27 Feb 2003 16:24:54 -0500 Subject: [rt-users] corrupt binary attachments Message-ID: <00c601c2dea7$1c017f00$0201a8c0@PTAH> I'm fairly new to RT, and am having a problem with attachments. *all* binary attachments coming out of RT in a ticket are corrupt... I'm not sure why, but I do think it's a database problem (thanks to a hint from J). What I'm running: - Redhat Linux (latest) - RT2 (latest) - MySQL (latest stable, installed via. rpm) - Perl (latest stable, installed via. CPAN) The symptoms: - a ticket gets and attachment via. e-mail OR web interface - the attachments are small, under 1meg and my test files are all about 15k. - during view of the ticket, if you attempt to download the binary attachment it is corrupt. - The binary file always seems to be a little larger then the original. Measures I have already taken: - set max_allowed_packet=16M - checked the $MaxAttachmentSize size in config.pm - checked the database install The database seems to have a pretty clean "normal" install, so I'm missing something here... Jesse did mention that he thought it was a DB problem, but of course I'd have to contract him to get him to fix it... which I would love to do, but just can't afford the rates (I'm one guy doing this out of pocket for open source development). I think RT is a pretty good system, and don't want to have to drop it, but I also need the attachments :) - Brill Pappin From jesse at bestpractical.com Thu Feb 27 16:28:56 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 27 Feb 2003 16:28:56 -0500 Subject: [rt-users] RT3 beta 2 display runs off right edge In-Reply-To: <01d601c2dea6$db381ba0$6d180a0a@MRZTP> References: <20030227210811.GW31136@pallas.fsck.com> <000001c2dea4$cb266890$b101a8c0@ISSACHAR> <20030227211726.GX31136@pallas.fsck.com> <01d601c2dea6$db381ba0$6d180a0a@MRZTP> Message-ID: <20030227212856.GY31136@pallas.fsck.com> On Thu, Feb 27, 2003 at 01:26:14PM -0800, matthew zeier wrote: > > > > Ok. That one's already in the ticketing system at rt3.fsck.com. > > > > We're working on a fix, which will likely use stylesheets for placement > > instead of the current table-based layout. > > Seperate, but related - if you dump the table-based layout it'd be nice to > make the window controls (display, hisotry, basics...) static. On a > sufficiently long ticket, it's some extra work to scroll all the way to the > top to find the control you want. We've looked at it, but if we do that, browsers seem to treat the scrollable area as a subframe and keyboard navigation basically stops working, which is a major usability loss. But hopefully, this will allow you to control that locally with CSS, if you want to ;) > But then, maybe I'm just lazy. > > - mz > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From BHouston at austar.com.au Thu Feb 27 18:14:15 2003 From: BHouston at austar.com.au (Brian Houston/NCO/CEtv) Date: Fri, 28 Feb 2003 09:14:15 +1000 Subject: [rt-users] Uploading big Files using CGI.pm Message-ID: Thanks Darren, I did restart Apache, but that is a good guess. I did finally solve the problem after three days of pulling my hair out. Maybe my solution will save someone else from doing the same. Our companny has an Internet Explorer only policy for Intranet applications, of which RT is one. I kept getting a 'Malformed Multipart Attachment' error in the Apache logs whenever I tried to upload a file larger than 1 megabyte. I tried a million different things, and finally in desparation got out the old copy of Netscape and tried it. It failed as well, but instead of giving me the standard '500 Internal Server Error' I got an error from our Squid Web Proxy server. It turns out we have a 1 megabyte limit on transfers in Squid. I have no idea why Internet Explorer was not returning the error from Squid, that would have saved me a lot of grief if it had. Cheers, Brian Houston |---------+-----------------------------> | | darren chamberlain| | | | | | Sent by: | | | rt-users-admin at lis| | | ts.fsck.com | | | | | | | | | 28/02/2003 00:05 | | | | |---------+-----------------------------> >------------------------------------------------------------------------------------------------------------------------------| | | | To: rt-users at lists.fsck.com | | cc: | | Subject: Re: [rt-users] Uploading big Files using CGI.pm | >------------------------------------------------------------------------------------------------------------------------------| * Brian Houston/NCO/CEtv [2003-02-26 19:33]: > I've read messages about Mason and CGI.pm problems, and tried in Webmux.pl > to fix it by adding this line after the 'use CGI' line: > > $CGI::POST_MAX=1024 * 100000; > > I thought that this would likely do the trick, but no go. Maybe this is a silly question, but did you restart httpd? Changes like that only take effect with a restart. (darren) -- A large number of installed systems work by fiat. That is, they work by being declared to work. -- Anatol Holt _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm ========================================================= This message has been scanned for viruses by AUSTAR Communication's antivirus and content checking applications. Austar Communications ========================================================= *************************************************************************************************************************************************************************** This email and any files transmitted with it, are confidential and is intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error, please notify the system manager. This footnote also confirms that this email message has been scanned by AUSTAR Communications content and virus scanning applications for the presence of computer viruses. *************************************************************************************************************************************************************************** From koji at engr.washington.edu Thu Feb 27 21:32:18 2003 From: koji at engr.washington.edu (Koji Yanagisawa) Date: Thu, 27 Feb 2003 18:32:18 -0800 Subject: [rt-users] Changing AutoReply Behaviour Message-ID: <3E5ECA32.9010900@engr.washington.edu> Hello, I have a pool of individuals who are our cutomers and they email to a certain email address configured with mailgate (thereby creating a new ticket). I want them to get a confirmation email from RT so I like the AutoReply functionality here. Now, there are others who are not exactly our customers but nevertheless shoot email to that email address, and their email may not be a request. I'm not granting the right to create a ticket to Everybody group so they get a message saying they couldn't create a ticket. Has anyone done something like this where our real customers get confirmation emails but our not-exactly customers do not get that error message? Thanks, --Koji From scott at xs4all.net Fri Feb 28 01:13:33 2003 From: scott at xs4all.net (scott at xs4all.net) Date: Fri, 28 Feb 2003 07:13:33 +0100 Subject: [rt-users] (rt2) Extending the database to include a list of custom external references. Message-ID: Hi, I'm looking to make a modification to our rt2 installation which will permit a list of common external url references, which would appear to require modifying the rt2.Tickets (possibly) and rt2.Links tables (likely); but before doing so I'd appreciate any thoughts/advice from others who may have already done this. Perhaps the best analogy for what I want to do is to make a reference to a second RT installation with a list of ticket numbers which are expressed as links in the Relationships section of a Ticket's display that point to the second RT box. Since the external reference is consistent, I only wish to store a INT which is the ticket number on the external system; but the ShowLinks Element can wrap the appropriate HTML around it... I should point out that I don't actually want to talk to another RT installation but a seperate homebrew system; Jesse probably has some magic hooks already in place for RT <-> RT conversations. It also appears that the %URI2HTTP hash in config.pm may be potentially useful. If anyone has already done this, or something similar, it would be good to hear from them. Thanks, Scott From shimi at shimi.net Fri Feb 28 01:40:12 2003 From: shimi at shimi.net (shimi) Date: Fri, 28 Feb 2003 08:40:12 +0200 (IST) Subject: [rt-users] Uploading big Files using CGI.pm In-Reply-To: Message-ID: I do ;) Tools -> Options, cancel the stupid thing called "Display friendly HTTP Error messages". Of course, from time to time, it will display them too, regardless of your choice, but hey, it is a M$ product... On Fri, 28 Feb 2003, Brian Houston/NCO/CEtv wrote: > > Thanks Darren, > > I did restart Apache, but that is a good guess. > > I did finally solve the problem after three days of pulling my hair out. > Maybe my solution will save someone else from doing the same. > > Our companny has an Internet Explorer only policy for Intranet > applications, of which RT is one. I kept getting a 'Malformed Multipart > Attachment' error in the Apache logs whenever I tried to upload a > file larger than 1 megabyte. I tried a million different things, and > finally in desparation got out the old copy of Netscape and tried it. It > failed as well, but instead of giving me the standard '500 Internal Server > Error' I got an error from our Squid Web Proxy server. It turns out we > have a 1 megabyte limit on transfers in Squid. > > I have no idea why Internet Explorer was not returning the error from > Squid, that would have saved me a lot of grief if it had. > > Cheers, > > Brian Houston > > > > > > > > |---------+-----------------------------> > | | darren chamberlain| > | | | | > | > | | Sent by: | > | | rt-users-admin at lis| > | | ts.fsck.com | > | | | > | | | > | | 28/02/2003 00:05 | > | | | > |---------+-----------------------------> > >------------------------------------------------------------------------------------------------------------------------------| > | | > | To: rt-users at lists.fsck.com | > | cc: | > | Subject: Re: [rt-users] Uploading big Files using CGI.pm | > >------------------------------------------------------------------------------------------------------------------------------| > > > > > * Brian Houston/NCO/CEtv [2003-02-26 19:33]: > > I've read messages about Mason and CGI.pm problems, and tried in > Webmux.pl > > to fix it by adding this line after the 'use CGI' line: > > > > $CGI::POST_MAX=1024 * 100000; > > > > I thought that this would likely do the trick, but no go. > > Maybe this is a silly question, but did you restart httpd? Changes like > that only take effect with a restart. > > (darren) > > -- > A large number of installed systems work by fiat. That is, they work > by being declared to work. > -- Anatol Holt > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > ========================================================= > This message has been scanned for viruses by AUSTAR Communication's > antivirus and content checking applications. > > Austar Communications > ========================================================= > > > > > > > > > *************************************************************************************************************************************************************************** > This email and any files transmitted with it, are confidential and is intended solely for the use of the individual or entity to whom they are addressed. > If you have received this email in error, please notify the system manager. > > This footnote also confirms that this email message has been scanned by AUSTAR Communications content and virus scanning applications > for the presence of computer viruses. > *************************************************************************************************************************************************************************** > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- Best regards, Shimi ---- "Outlook is a massive flaming horrid blatant security violation, which also happens to be a mail reader." "Sure UNIX is user friendly; it's just picky about who its friends are." From Rupinder.Gill at mailbox.gu.edu.au Fri Feb 28 01:40:54 2003 From: Rupinder.Gill at mailbox.gu.edu.au (Rupinder Gill) Date: Thu, 27 Feb 2003 22:40:54 -0800 Subject: [rt-users] rt-mailgate problem Message-ID: I have set up rt-3-0-beta-2 (or rt-2-1-75 ) on a Solaris 9 box. This installation is working fine with mysql. I am trying to test the functionality which allows creation of new tickets via an email. It doesn't seem to work. I am running sendmail and RT on the same server for ease. In my /etc/mail/aliases file i have got these entries rt: "|/opt/rt3/bin/rt-mailgate --queue general -action correspond --url http://localhost/ " rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action comment --url http://localhost/" I have given Everyone pseudo group permission to create ticket to queue general. The sendmail works fine as i can send mail otherwise. But mail sent to rt doesn't create a new ticket. On testing , I get the following error -------------------------------------------------------------------------------------------------------------- bash-2.05$ cat ./test >From root at localhost Fri Feb 28 15:33:13 2003 Date: Fri, 28 Feb 2003 15:33:13 +1000 (EST) From: root at localhost Message-Id: <200302280533.h1S5XDeb006125 at localhost> Content-Length: 99 # # Internet host table # 127.0.0.1 localhost bash-2.05$cat ./test | /opt/rt3/bin/rt-mailgate --queue general --url http://localhost/ --debug Connecting to http://localhost//REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 158, <> chunk 1. An Error Occurred ================= 405 Method Not Allowed This is /opt/rt3/bin/rt-mailgate exiting because of an undefined server error at /opt/rt3/bin/rt-mailgate line 200, <> chunk 1. ----------------------------------------------------------------------------------------------------------- Can anyone Help !! -------------- next part -------------- An HTML attachment was scrubbed... URL: From wash at wananchi.biz Fri Feb 28 01:40:55 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Fri, 28 Feb 2003 09:40:55 +0300 Subject: [rt-users] rt-mailgate memory/cpu hog? In-Reply-To: <18oTLM-000AFO-00@ns2.wananchi.com> References: <18oTLM-000AFO-00@ns2.wananchi.com> Message-ID: <20030228064055.GC24572@ns2.wananchi.com> * Young Sul [20030227 22:05]: wrote: > Hi, > > I've installed rt (latest version) on a dual processor 2.4GHz system w/ 2G > of RAM. > I've noticed that rt-mailgate will eat up close to 1G of RAM, and peg CPU > utilization at close to 99% > > Is there any way to tune rt so it doesn't take as many resources? You have something strange happening. We run rt on fairly modest boxes and never before have we seen this. Could you please provide more details so that we can poke around to see where the problem could be coming from? Or maybe you have a "hung" process?? cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From asmodai at wxs.nl Fri Feb 28 01:46:27 2003 From: asmodai at wxs.nl (Jeroen Ruigrok/asmodai) Date: Fri, 28 Feb 2003 07:46:27 +0100 Subject: [rt-users] rt-mailgate memory/cpu hog? In-Reply-To: References: Message-ID: <20030228064627.GR367@nexus.ninth-circle.org> -On [20030227 20:32], Young Sul (ylsul at bitpipe.com) wrote: >I've noticed that rt-mailgate will eat up close to 1G of RAM, and peg >CPU utilization at close to 99% > >Is there any way to tune rt so it doesn't take as many resources? Attach login.conf resource limits to the user it runs as? -- Jeroen Ruigrok van der Werven / asmodai / a capoeirista PGP fingerprint: 2D92 980E 45FE 2C28 9DB7 9D88 97E6 839B 2EAC 625B http://www.tendra.org/ | http://www.in-nomine.org/~asmodai/diary/ Confutatis maledictis, flammis acribus addictis... From pdh at bestpractical.com Fri Feb 28 01:50:30 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 28 Feb 2003 16:50:30 +1000 Subject: [rt-users] rt-mailgate memory/cpu hog? In-Reply-To: References: Message-ID: <20030228065030.GC2830@luggage.internal.moreton.com.au> Young Sul wrote: > I've installed rt (latest version) on a dual processor 2.4GHz system w/ 2G > of RAM. Please elaborate on "latest version"? > I've noticed that rt-mailgate will eat up close to 1G of RAM, and peg CPU > utilization > at close to 99% That would be most unusual. We'd need to know a little more about your configuration before we could offer any suggestions, though. What MTA do you use? How is rt-mailgate being invoked? Do the mail logs shed any light? Above all, what version of RT is this? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From brillpappin at rogers.com Fri Feb 28 01:49:16 2003 From: brillpappin at rogers.com (Brill Pappin) Date: Fri, 28 Feb 2003 01:49:16 -0500 Subject: [rt-users] corrupt binary attachments References: <00c601c2dea7$1c017f00$0201a8c0@PTAH> <20030228010020.GB5203@not.autrijus.org> Message-ID: <007c01c2def5$b95c1a50$0201a8c0@PTAH> Hmm... I may have been too hasty... the version string in RT.pm reads 2.0.15 and from the looks of the devel distribution, you guys have been *very* busy. I've got some customization in the 2.0.15 version to mail out random password for new client tickets but it shouldn't be too hard to move over (if its not already included in the new release). Any comments on what version I should go with (problems, caveates, warnings), 2.1.9 or the newer 3.0.Bx versions? I'd rather not destroy any data if I can help it ;) - Brill Pappin ----- Original Message ----- From: "Autrijus Tang" To: "Brill Pappin" Sent: Thursday, February 27, 2003 8:00 PM Subject: Re: [rt-users] corrupt binary attachments From pdh at bestpractical.com Fri Feb 28 01:53:38 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 28 Feb 2003 16:53:38 +1000 Subject: [rt-users] rt-mailgate problem In-Reply-To: References: Message-ID: <20030228065338.GD2830@luggage.internal.moreton.com.au> Rupinder Gill wrote: > rt: "|/opt/rt3/bin/rt-mailgate --queue general -action correspond > --url http://localhost/ " "-action" should be "--action". -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From Rupinder.Gill at mailbox.gu.edu.au Fri Feb 28 02:25:53 2003 From: Rupinder.Gill at mailbox.gu.edu.au (Rupinder Gill) Date: Thu, 27 Feb 2003 23:25:53 -0800 Subject: [rt-users] rt-mailgate problem In-Reply-To: <20030228065338.GD2830@luggage.internal.moreton.com.au> Message-ID: Sorry ! That was a typo in my email. The actual entry is --action. Phil Homewood Sent by: rt-users-admin at lists.fsck.com 02/27/2003 10:53 PM To: rt-users at lists.fsck.com cc: Subject: Re: [rt-users] rt-mailgate problem Rupinder Gill wrote: > rt: "|/opt/rt3/bin/rt-mailgate --queue general -action correspond > --url http://localhost/ " "-action" should be "--action". -- ?|? 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 -------------- An HTML attachment was scrubbed... URL: From Andreas.Warnke at 3SOFT.de Fri Feb 28 05:25:16 2003 From: Andreas.Warnke at 3SOFT.de (Warnke, Andreas) Date: Fri, 28 Feb 2003 11:25:16 +0100 Subject: AW: [rt-users] Installation rt-2-0-15 with fastcgi Message-ID: <50C52FFF0D55E540AD943758F4208370148BCE@corvus.de.3soft> Hello, We had the strangest errors - and we had absolutely no clue to where our problem is - but since 2 days, the system is running and the error log stays clean - may be we have found a valuable hint: * When the system was hanging (no crashes, just 100% CPU time and no results), a restart of mysql did nothing, * a restart of the apache was a good help. * FastCGI was complaining about communication problems with mason_handler.fcgi * MySQL didn't accept any requests -even from the command line tool mysql. We exchanged fast_cgi by mod_perl, downloaded the lastest cpan archives or took the perl-modules that come with SuSE 8.1 - nothing helped. Now, we downgraded mysql from 3.23.51 (or something like that, comes with SuSE 8.1) to 3.23.48-19 - And our problems were gone. At least for 2 days. Kind Regards Andreas -- Andreas Warnke 3SOFT GmbH, Frauenweiherst. 14, 91058 Erlangen Tel.: +49-9131-7701-274 mailto:Andreas.Warnke at 3SOFT.de Fax: +49-9131-7701-333 http://www.3SOFT.de -----Urspr?ngliche Nachricht----- Von: Bruce Campbell [mailto:bruce_campbell at ripe.net] Gesendet: Dienstag, 25. Februar 2003 17:10 An: rt-users at fsck.com Betreff: Re: AW: [rt-users] Installation rt-2-0-15 with fastcgi On Mon, 24 Feb 2003, Warnke, Andreas wrote: > There is an other anomalie: from time to time (every two weeks), the > mysql database needs too much processing time: 90% of the 2GHz CPU are > gone for the mysql process. A restart of mysql doesn't solve the > problem, a RT2 restart is necessary. What do you mean by a 'RT2 restart' ? Is this a restart of the apache handling RT2, a restart of the actual server, or a restart of a particular CLI app? > Andreas -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From mcarroll at permeo.com Fri Feb 28 11:43:30 2003 From: mcarroll at permeo.com (Mike Carroll) Date: Fri, 28 Feb 2003 10:43:30 -0600 Subject: [rt-users] More trouble with rt-mailgate Message-ID: I'm having trouble getting rt-mailgate to open a ticket in any queue except for the general queue. I'm running RT 2.0.15, mysql, and sendmail 8.11.6 on my RedHat 7.2 machine. I have added Everyone to the pseudo group called support, and have the following entry in my aliases file. help-comment: |/opt/rt2/bin/rt-mailgate --queue support --action comment help: "|/opt/rt2/bin/rt-mailgate -queue support --action correspond" I tried the help entry with and without quotes with the same results, the ticket is always opened in the general queue. Thanks in advance for any help or ideas!! //.ike Mike Carroll System Administrator Permeo Technologies Inc. 214-262-4620 mcarroll at permeo.com From cec2000 at mail.ru Fri Feb 28 12:13:59 2003 From: cec2000 at mail.ru (Sergey Gurov) Date: Fri, 28 Feb 2003 20:13:59 +0300 Subject: [rt-users] Correspondence with attachments Message-ID: <23B4AF417194094BA23A306FE0D4211E524797@zforum.bacint.ru> Hi, I've run into problem which I cannot solve myself. So, please help. We are running RT 2.0.15 on FreeBSD 5.0, apache-1.3.27_1, mod_fastcgi-2.2.12 When I send raw mail without attachments it's beeing processed Ok. But whis any attachment I get following reply: ---------------------------------------- The original message was received at Fri, 28 Feb 2003 12:25:43 +0300 (MSK) from [192.168.1.166] ----- The following addresses had permanent fatal errors ----- "|/opt/rt2/bin/rt-mailgate --queue Develop --action correspond" (reason: 255) (expanded from: ) ----- Transcript of session follows ----- Use of uninitialized value in split at /usr/local/lib/perl5/5.6.1/Cwd.pm line 103. MIME::Parser: can't open tmpfile: Invalid argument 554 5.3.0 unknown mailer error 255 ---------------------------------------- More over. I figured out that when I add $parser->tmp_to_core(20000); to lib/RT/Interface/Email.pm then it works! As I understand problem is that it can not create tmp file. But why? I suspect that permissions must have been tuned. But where? Please, help. Sergey. From meeroh at mit.edu Fri Feb 28 14:24:43 2003 From: meeroh at mit.edu (Miro Jurisic) Date: Fri, 28 Feb 2003 14:24:43 -0500 Subject: [rt-users] Boilerplate responses; controlling RT via email Message-ID: 1. Is there anything I can do within RT that would make it easy to send a boilerplate reply to a frequently asked question? At the very least, I would like to be able to respond to a ticket using a template via the web UI. 2. Can I control RT via magic tags in email responses? I would like to be able to write something like "State: closed" in an email response and have RT close the ticket, without having to go through the web UI. Tia, meeroh -- | KB1FMP A: Because it reverses the logical flow of conversation. Q: Why is top posting frowned upon? From darren at boston.com Fri Feb 28 14:51:49 2003 From: darren at boston.com (darren chamberlain) Date: Fri, 28 Feb 2003 14:51:49 -0500 Subject: [rt-users] Boilerplate responses; controlling RT via email In-Reply-To: References: Message-ID: <20030228-adb8bcffc2a191516ac63d0bba9028b2@mail.boston.com> * Miro Jurisic [2003-02-28 14:23]: > 1. Is there anything I can do within RT that would make it easy to > send a boilerplate reply to a frequently asked question? At the very > least, I would like to be able to respond to a ticket using a template > via the web UI. StockAnswers > 2. Can I control RT via magic tags in email responses? I would like to > be able to write something like "State: closed" in an email response > and have RT close the ticket, without having to go through the web UI. enhanced-mailgate Both of these are available for RT 2 at . (darren) -- Competition is a by-product of productive work, not its goal. A creative man is motivated by the desire to achieve, not by the desire to beat others. -- Ayn Rand From mcarroll at permeo.com Fri Feb 28 15:24:02 2003 From: mcarroll at permeo.com (Mike Carroll) Date: Fri, 28 Feb 2003 14:24:02 -0600 Subject: [rt-users] More trouble with rt-mailgate In-Reply-To: Message-ID: Thanks to everyone who replied.... I needed a double "-" before the queue command... --queue not -queue Thanks again!! //.ike -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Mike Carroll Sent: Friday, February 28, 2003 10:44 AM To: rt-users at lists.fsck.com Subject: [rt-users] More trouble with rt-mailgate I'm having trouble getting rt-mailgate to open a ticket in any queue except for the general queue. I'm running RT 2.0.15, mysql, and sendmail 8.11.6 on my RedHat 7.2 machine. I have added Everyone to the pseudo group called support, and have the following entry in my aliases file. help-comment: |/opt/rt2/bin/rt-mailgate --queue support --action comment help: "|/opt/rt2/bin/rt-mailgate -queue support --action correspond" I tried the help entry with and without quotes with the same results, the ticket is always opened in the general queue. Thanks in advance for any help or ideas!! //.ike Mike Carroll System Administrator Permeo Technologies Inc. 214-262-4620 mcarroll at permeo.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 ben at atomicmatrix.net Fri Feb 28 15:26:33 2003 From: ben at atomicmatrix.net (Ben Goodwin) Date: Fri, 28 Feb 2003 15:26:33 -0500 Subject: [rt-users] Perl dependency hell? Message-ID: <001101c2df67$b2796180$6701a8c0@lap> I thought I'd post this for the benefit of others. I was hesitant to go with RT even though I liked the features and interface .. but I did, and I'm glad.. I'm coming to understand how to modify things, and how easy it is. The modular design of the code is great and allows quick and easy changes. That said, one of the things I *hate* to do on my RedHat servers is install software outside of an RPM - IE perl modules.. even if via CPAN. I found a program, cpan2rpm, that saved my life. It allows you to create an RPM directly from CPAN modules such as: cpan2rpm Log::Dispatch and poof, you've got a perl-Log-Dispatch-2.01-1.i386.rpm Now, since some of the listed perl modules have dependencies on others, I'll list all the perl RPMs my system has so you don't have to figure it out yourself (RedHat 7.3/MySQL/RT2-0-15): perl-DB_File-1.75-34.99.6 perl-DBD-MySQL-1.2219-6 perl-HTML-Tagset-3.03-14 perl-libnet-1.0901-17 perl-Storable-1.0.14-15 perl-libwww-perl-5.63-9 perl-Test-Simple-0.48_01-1 perl-Devel-StackTrace-1.03-1 perl-DBIx-DataSource-0.02-1 perl-FreezeThaw-0.43-1 perl-Text-Template-1.43-1 perl-Tie-IxHash-1.21-1 perl-MailTools-1.58-1 perl-MIME-Base64-2.12-14 perl-TimeDate-1.10-14 perl-IO-stringy-2.108-1 perl-CGI.pm-2.91-1 perl-Exception-Class-1.10-1 perl-Scalar-List-Utils-1.10-1 perl-Apache-Session-1.54-1 perl-FCGI-0.67-1 perl-5.6.1-34.99.6 perl-DBI-1.21-1 perl-Digest-MD5-2.20-1 perl-HTML-Parser-3.26-2 perl-NDBM_File-1.75-34.99.6 perl-URI-1.17-16 perl-CPAN-1.65-1 perl-Class-ReturnValue-0.51-1 perl-DBIx-SearchBuilder-0.79-1 perl-MLDBM-2.01-1 perl-Params-Validate-0.51-1 perl-Log-Dispatch-2.01-1 perl-Text-Wrapper-1.000-1 perl-MIME-tools-5.411-1 perl-Class-Data-Inheritable-0.02-1 perl-Class-Container-0.09-1 perl-HTML-Mason-1.18-1 perl-suidperl-5.6.1-34.99.6 This list includes a few RPMs available in the RH7.3 distribution. One other thing I hated was having to statically compile in mod_perl, so I'm using FastCGI in DSO mode and all works perfectly. cpan2rpm is at http://perl.arix.com/cpan2rpm/ -=| Ben From ben at atomicmatrix.net Fri Feb 28 15:28:11 2003 From: ben at atomicmatrix.net (Ben Goodwin) Date: Fri, 28 Feb 2003 15:28:11 -0500 Subject: [rt-users] How to set the Queue Mailsender Realname References: <3EA878A43F106949B62EAB87820773D408F883@iphsrv02.iphpa.ch> Message-ID: <001901c2df67$ed373900$6701a8c0@lap> I've found that I can put, as the first line in the template body, a header like so: From: RealName email at addr.ess You'd need to have separate templates for each queue, however. The other suggestions posted of course will work great, too. -=| Ben ----- Original Message ----- From: "Panizzon Benoit" To: Sent: Wednesday, February 26, 2003 10:36 AM Subject: [rt-users] How to set the Queue Mailsender Realname > Hi all > > I managed to partialy solve the sendmail envelope problem. Now mails get > sent out with a reachable hostname :-) > > My rt users have brought two wishes to me: > > Is is possible to alter the Queue Correspondence address Realname? > > Now it is: > From: "queuename" > > They would preffer something like: > From: "Foobar Support" > > second thingie. > When a supporter replies to a ticket the reply has the Address: > > "Supporterrealname via RT" > > The same here, they would preffer: > "Foobar Support" > > -Benoit- > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From jesse at bestpractical.com Fri Feb 28 15:34:50 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 28 Feb 2003 15:34:50 -0500 Subject: [rt-users] How to set the Queue Mailsender Realname In-Reply-To: <001901c2df67$ed373900$6701a8c0@lap> References: <3EA878A43F106949B62EAB87820773D408F883@iphsrv02.iphpa.ch> <001901c2df67$ed373900$6701a8c0@lap> Message-ID: <20030228203450.GR31136@pallas.fsck.com> On Fri, Feb 28, 2003 at 03:28:11PM -0500, Ben Goodwin wrote: > I've found that I can put, as the first line in the template body, a header > like so: > > From: RealName email at addr.ess Don't forget that the templates can take arbitrary perl inside of { }, so you can use { $Ticket->QueueObj->Description } instead of the RealName.... -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From les at futuresource.com Fri Feb 28 16:07:03 2003 From: les at futuresource.com (Les Mikesell) Date: Fri, 28 Feb 2003 15:07:03 -0600 Subject: [rt-users] Perl dependency hell? In-Reply-To: <001101c2df67$b2796180$6701a8c0@lap> Message-ID: > From: Ben Goodwin > One other thing I hated was having to statically compile in mod_perl, so I'm > using FastCGI in DSO mode and all works perfectly. Somewhere in the updates to 7.2, RedHat actually started compiling the mod_perl DSO right. I'm using the stock version under 7.3 for RT and twiki with no problems. I think that the only remaining quirk of using the DSO version of mod_perl is that there is a memory leak if you do graceful restarts to apache. ---- Les Mikesell les at futuresource.com