From Weimer at CERT.Uni-Stuttgart.DE  Wed Jan  1 12:19:18 2003
From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer)
Date: Wed, 01 Jan 2003 18:19:18 +0100
Subject: [rt-users] RT talking to RT
In-Reply-To: <20021228173314.GH19152@pallas.fsck.com> (Jesse Vincent's
 message of "Sat, 28 Dec 2002 12:33:14 -0500")
References: <878yya1d8k.fsf@Login.CERT.Uni-Stuttgart.DE>
	<3E0DCA75.7020605@solutions.pyramid.de>
	<871y421523.fsf@Login.CERT.Uni-Stuttgart.DE>
	<3E0DDC5C.4020603@solutions.pyramid.de>
	<20021228173314.GH19152@pallas.fsck.com>
Message-ID: <87n0mkpz3d.fsf@Login.CERT.Uni-Stuttgart.DE>

Jesse Vincent <jesse at bestpractical.com> writes:

> But florian's idea of setting up a scrip to scrape subject changes from
> autreplies seems clever enough to deal with most sites. I'd love to see
> the scrip used to implement that.

Well, here it is.

I've split it into two parts, a condition which fires for the first
transaction of its kind, and the action changing the section.  (I hope
these scrips will work with the official RT version, and not just our
slightly modified one.)

I'll keep the files at
<http://cert.uni-stuttgart.de/projects/rt/snippets/> updated to match
our production version.

-- 
Florian Weimer 	                  Weimer at CERT.Uni-Stuttgart.DE
University of Stuttgart           http://CERT.Uni-Stuttgart.DE/people/fw/
RUS-CERT                          fax +49-711-685-5898

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From Weimer at CERT.Uni-Stuttgart.DE  Wed Jan  1 12:58:15 2003
From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer)
Date: Wed, 01 Jan 2003 18:58:15 +0100
Subject: [rt-users] AnyTransactionSource - internal/external correspondence
Message-ID: <87k7hopxag.fsf@Login.CERT.Uni-Stuttgart.DE>

I'm not sure if I've already described our approach to the
Correspond/Create transactions, which differs somewhat from the way
things are handled in standard RT--but I don't see anything on our web
server.

So here we go:

I've created a scrip condition which enables us to treat internal and
external correspondence differently.  The basic idea is that *you*
want to send mail to your requestors and Ccs, but duplicates are the
result when you resend replies sent by these people.  (And you can
cause mail loops, too!)  To tell internal sources of transactions from
external ones, we look at the originator and check wether he or her
has ModifyTicket rights on the ticket.  We keep these rights under
tight control, so this works reasonable well in our environment.

Here's an excerpt from the file AnyTransactionSource.pm:

# This condition can be used to obtain better control over the
# conditions under which replies are sent to requestors.  Transactions
# are divided in two categories: those of internal orgin, and those of
# external origin.  The origin is internal if the originator of a
# transaction has got ModifyTicket rights on the ticket, and the
# originator is not one of the requestors.
# 
# The following ScripConditions are recommended:
# 
#                       |                      |          | applicable
#          name         |      execmodule      | argument | transtypes 
# ----------------------+----------------------+----------+------------
#  OnCreateExternal     | AnyTransactionSource | external | Create
#  OnCreateInternal     | AnyTransactionSource | internal | Create
#  OnCorrespondExternal | AnyTransactionSource | external | Correspond
#  OnCorrespondInternal | AnyTransactionSource | internal | Correspond
# 
# 
# Now it is possible to use the following scrips:
# 
#   OnCreateExternal      AutoreplyToRequestors    Autoreply
#   OnCreateInternal      NotifyRequestorsAndCcs   Correspondence
#   OnCorrespondInternal  NotifyRequestorsAndCcs   Correspondence
# 
# Plus the usual scrips to notify the AdminCCs.
# 
# In such a setup, it is possible to create a new ticket and
# immediately enter the requestors and they will receive the standard
# correspondence messages (and not an autoreply for something they
# have never sent).  Furthermore, if a requestor replies to a ticket
# from a different email account, the reply won't be sent back to his
# requestor account.  Not only is this more consistent with user
# expectations, but it also reduces the risks of mail loops
# considerably. (Consequently, it is recommended to remove the
# Reply-To: header generation from Action/SendEmail.pm because the Cc:
# should now really be honored by those who are sending replies.)

Get it from:

<http://cert.uni-stuttgart.de/projects/rt/snippets/Action/AnyTransactionSource.pm>

-- 
Florian Weimer 	                  Weimer at CERT.Uni-Stuttgart.DE
University of Stuttgart           http://CERT.Uni-Stuttgart.DE/people/fw/
RUS-CERT                          fax +49-711-685-5898


From lynoure at otaverkko.fi  Thu Jan  2 01:40:04 2003
From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=)
Date: 02 Jan 2003 08:40:04 +0200
Subject: [rt-users] Attachments sent from RT are 'inline'
In-Reply-To: <200212311424.08586.dwarner@ctinetworks.com>
References: <200212311424.08586.dwarner@ctinetworks.com>
Message-ID: <1041489604.748.5.camel@isis>

On Tue, 2002-12-31 at 21:24, Douglas E. Warner wrote:
 
> I've implemented the 'NotifyWithAttachments' ScripAction, but for some reason, 
> the attachments always have the Content-Disposition set to 'inline' instead 
> of 'attachment' like the Scrip says it should.  Anybody experience this 
> problem before?  Relevent version numbers are below:

If you mean you have your own implementation, I cannot help you. But if
you have just installed the implementation in contrib, it's vaguely
buggy and fails to set Content-Type for the first part (transaction
text). This confuses some mail programs.

If you wish, I can send our modified NotifyWithAttachment to you. 

-- 
Lynoure Rajam?ki
lynoure at otaverkko.fi



From dwarner at ctinetworks.com  Thu Jan  2 09:09:38 2003
From: dwarner at ctinetworks.com (Douglas E. Warner)
Date: Thu, 2 Jan 2003 09:09:38 -0500
Subject: [rt-users] Attachments sent from RT are 'inline'
In-Reply-To: <1041489604.748.5.camel@isis>
References: <200212311424.08586.dwarner@ctinetworks.com> <1041489604.748.5.camel@isis>
Message-ID: <200301020909.44717.dwarner@ctinetworks.com>

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

On Thursday 02 January 2003 01:40, Lynoure Rajam?ki wrote:
> If you mean you have your own implementation, I cannot help you. But if
> you have just installed the implementation in contrib, it's vaguely
> buggy and fails to set Content-Type for the first part (transaction
> text). This confuses some mail programs.
>
> If you wish, I can send our modified NotifyWithAttachment to you.

Yes, I'm using the one from the contrib area.  Would you mind attaching it to 
the list so everyone can benefit?

- -Doug

- -- 
Douglas E. Warner    <dwarner at ctinetworks.com>     Network Engineer
CTI/PAdotNET         http://ctinetworks.com        +1 717 975 9000
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From kenn0105 at msmailhub.oulan.ou.edu  Thu Jan  2 09:42:36 2003
From: kenn0105 at msmailhub.oulan.ou.edu (Kennedy, Michael T)
Date: Thu, 2 Jan 2003 08:42:36 -0600 
Subject: [rt-users] Weburls not showing properly
Message-ID: <FC0CEBD77311DA499A67ADB355A24FA20BB2@mail4.oulan.ou.edu>

Hello,
	I've got a new installation of RT 2015, and have gotten as far as
the login page. First I noticed the logo graphic (rt.jpg) in the top left
was not shown. The path in its properties was
http://rt.mycompany.org/var/rt/WebRT/html/NoAuth/images/rt.jpg. And when
logging in, sure enough, all the links had doubled urls, as my DocumentRoot
directive is /var/rt/WebRT/html. I found in these archives a similar
problem, with the solution of changing $WebPath in config.pm to ""

So, I make the change, restart Apache, reload http://rt.mycompany.org, and
voila! The rt logo shows. So I log in, and find that now my links are too
short! For example, the Configuration link says http://admin/ and Home says
http:///

Any idea whats wrong? I've included what I think are relevant parts of
config.pm and http.conf below. Much thanks for any help. And Happy New Year!

-Mike

/var/rt/etc/config.pm
-----------------
# $WebPath requires a leading / but no trailing /

$WebPath = "";

# This is the Scheme, server and port for constructing urls to webrt
# $WebBaseURL doesn't need a trailing /
$

$WebBaseURL = "http://rt.mycompany.org";

$WebURL = $WebBaseURL . $WebPath . "/";

$WebImagesURL = $WebURL."NoAuth/images/";

# $RTLogoURL points to the URL of the RT logo displayed in the web UI

$LogoURL = $WebImagesURL."rt.jpg";


# $MasonComponentRoot is where your rt instance keeps its mason html files #
(this should be autoconfigured during 'make install' or 'make upgrade')

$MasonComponentRoot = "/var/rt/WebRT/html";

# $MasonLocalComponentRoot is where your rt instance keeps its site-local #
mason html files. # (this should be autoconfigured during 'make install' or
'make upgrade')

$MasonLocalComponentRoot = "/var/rt/local/WebRT/html";

# $MasonDataDir Where mason keeps its datafiles
# (this should be autoconfigured during 'make install' or 'make upgrade')

$MasonDataDir = "/var/rt/WebRT/data";

# RT needs to put session data (for preserving state between connections 
# via the web interface)
$MasonSessionDir = "/var/rt/WebRT/sessiondata";
-------------------

/etc/httpd/conf/httpd.conf
-------------------
<VirtualHost myipaddress>
ServerName rt.mycompany.org
DocumentRoot /var/rt/WebRT/html
PerlModule Apache::DBI
PerlRequire /var/rt/bin/webmux.pl
<Location />
SetHandler perl-script
PerlHandler RT::Mason   
</Location> 
</VirtualHost>

Mike Kennedy
IT Specialist

Center for Public Management
Office: 366-6023
Cell: 642-1429
Email: mkennedy at ou.edu


From freebsd at coal.sentex.ca  Thu Jan  2 16:12:39 2003
From: freebsd at coal.sentex.ca (Damian Gerow)
Date: Thu, 2 Jan 2003 16:12:39 -0500 (EST)
Subject: [rt-users] RT and FreeSide
Message-ID: <200301022112.h02LCdax043382@coal.sentex.ca>

I've been looking over Freeside (http://www.sisd.com/freeside/),
and I remember seeing something about it integrating with RT.
However, I don't see anything on their site right now.  Just
wondering if anyone's ever gotten the two to work well together,
and if anyone has any horror/success stories they could forward
along?

TIA...


From lynoure at otaverkko.fi  Fri Jan  3 02:08:10 2003
From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=)
Date: 03 Jan 2003 09:08:10 +0200
Subject: [rt-users] Attachments sent from RT are 'inline'
In-Reply-To: <200301020909.44717.dwarner@ctinetworks.com>
References: <200212311424.08586.dwarner@ctinetworks.com>
	<1041489604.748.5.camel@isis>  <200301020909.44717.dwarner@ctinetworks.com>
Message-ID: <1041577691.2808.17.camel@isis>

On Thu, 2003-01-02 at 16:09, Douglas E. Warner wrote:
>
> Yes, I'm using the one from the contrib area.  Would you mind attaching it to 
> the list so everyone can benefit?

Ok, though my version is by no means perfect either (I took the shortcut
and set Content-Type to fit our needs, and it's not right for all other
character sets). Also, I am very new to perl...
 

-- 
Lynoure Rajam?ki
lynoure at otaverkko.fi
lynoure at tuug.fi
-------------- next part --------------
# Includes transaction attachments in email sent out.
# Author: Staffan Larsen (staffan_larsen at appeal_se (replace all _))
# Idea: Jesse Vincent (jesse at bestpractical.com)
# some changes by Lynoure Rajamaki (lynoure at tuug.fi)

package RT::Action::NotifyWithAttachment;
require RT::Action::SendEmail;
require RT::Action::Notify;
@ISA = qw(RT::Action::Notify);

# {{{ sub Prepare

=head2 Prepare

    From email from Jesse:
        calls SUPER::Prepare. 

        if that returns true, iterate through
        $self->TransactionObj->Attachments and add them to
        $self->TemplateObj->MIMEObj.

        (TransactionObj is an RT::Transaction object which already has
        all of this transaction.s attachments already attached.
        MIMEObj is a MIME::Entity.)   

=cut


sub Prepare {
  my $self = shift;

  $self->SUPER::Prepare() || return 0;

  my $attachments = $self->TransactionObj->Attachments;
  $attachments->GotoFirstItem;

#If you want to track what's going on, use the line below.
#  $RT::Logger->debug($self->TemplateObj->MIMEObj->stringify);


#Entity is made multipart so that we can get rid of the body 
#and make sure that it will behave nicely with the attachments
  $self->TemplateObj->MIMEObj->make_multipart;

#We'll delete all of the parts to get rid of the body
  @keep = ();
  $self->TemplateObj->MIMEObj->parts(\@keep);

#Adding the ex-body manually
  my $textpart = $self->TransactionObj->Content;

  $RT::Logger->debug("$self: Attaching transaction content.\n");

#Your encoding might vary.
  $self->TemplateObj->MIMEObj->attach(Data => $textpart,
                                      Type => "text/plain",
                                      Encoding => "8bit",
                                      Disposition => "inline");

  my $cnt = $attachments->Count;
  my $toaddcnt = $cnt-2;
  if ($toaddcnt < 0) {
	$toaddcnt = 0}; 
  $RT::Logger->debug("$self: Adding $toaddcnt atts.\n");

  # skip the first one, it is already attached
  # Why do I have to skip two?
  $attachments->GotoItem(2);

  while (my $message=$attachments->Next) {
      next unless ($message->Content);

      my $fname = $message->Filename;
      $fname =~ s/.*(\\|\/)//g;
      $RT::Logger->debug("$self: Adding attachment $fname.\n");

      $self->TemplateObj->MIMEObj->attach(Data => $message->Content,
					  Type => $message->ContentType,
					  Encoding => 'base64',
					  Description => $fname,
					  Disposition => 'attachment',
					  Filename => $fname);
      
  }

  return 1;
}

# }}}


1;

From lynoure at otaverkko.fi  Fri Jan  3 07:30:18 2003
From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=)
Date: 03 Jan 2003 14:30:18 +0200
Subject: [rt-users] RT do not CC and Bcc
In-Reply-To: <Pine.LNX.4.44.0211141311030.15604-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0211141311030.15604-100000@x22.ripe.net>
Message-ID: <1041597019.3185.19.camel@isis>

On Thu, 2002-11-14 at 14:13, Bruce Campbell wrote:
> On Thu, 14 Nov 2002, Xavier Sudre wrote:
> 
> > I am using RT freshly installed from CVS (version 2.0.15).
> > I have RT working but I get troubles when I put CC or Bcc addresses
> > into the web interface: in fact nothing is send to these addresses.

> I've stumbled over this problem yesterday, but haven't had time yet to
> track it down (apparently my various minions have known about it for a
> while, but haven't brought it to my attention).
> 
> I suspect that the 'Cc' is being bundled up with the body of the message,
> and not being put in the headers like it should be.

Do you know if this is being fixed in next version of RT or whether
somebody is working on it? Maybe I should joing the development list...
I'm a little shy about my coding, but if this is not worked on already,
I think I could look into it.

-- 
Lynoure Rajam?ki
lynoure at otaverkko.fi



From baumann at zib.de  Fri Jan  3 11:02:30 2003
From: baumann at zib.de (Wolfgang W. Baumann)
Date: Fri, 3 Jan 2003 17:02:30 +0100
Subject: [rt-users] Re: Resolved Autoresponse with Resolution ???
In-Reply-To: <Pine.LNX.4.44.0212181737510.14182-100000@x22.ripe.net>
References: <20021218160606.GH46834@avery.zib.de> <Pine.LNX.4.44.0212181737510.14182-100000@x22.ripe.net>
Message-ID: <20030103160230.GL68152@avery.zib.de>

Bruce Campbell <bruce_campbell at ripe.net> (2002-Dec-18 17:41) wrote:
> 
> The above one was an untested quickie.  Odhiambo hassled me to get a
> working verion, available in:
> 
> 	Date: Wed, 13 Nov 2002 18:38:37 +0100 (CET)
> 	Message-ID: <Pine.LNX.4.44.0211131828010.23937-100000 at x22.ripe.net>
> 
> ( which is incidentally
>   http://lists.fsck.com/pipermail/rt-users/2002-November/010787.html )

Just wanted to let you know that it definitely also works here.
Thanks a bunch!

Have A Nice Day,
Wolfgang
-- 
Wolfgang W. Baumann      baumann at zib.de        CFD Consultant @ ZIB & HLRN


From iqbala at qwestip.net  Fri Jan  3 12:20:55 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Fri, 3 Jan 2003 12:20:55 -0500
Subject: [rt-users] NotifyOtherRecipientsWithAttach
References: <200301022112.h02LCdax043382@coal.sentex.ca>
Message-ID: <000e01c2b34c$890a3870$0c890d0a@AR157369>

Hi All

I found a module that allows Notify All Watchers with Attachment. Is there
one that will allow Notify Other Recipients With Attach ?

Thanks
Asif Iqbal



From omehegan at perseus.com  Fri Jan  3 14:16:46 2003
From: omehegan at perseus.com (Owen B. Mehegan)
Date: Fri, 3 Jan 2003 14:16:46 -0500
Subject: [rt-users] Trouble setting up AutoAssign
Message-ID: <OEELKBDDOBEGAODKCPOMAEJHCGAA.omehegan@perseus.com>

I'm trying to set up the AutoAssign scripaction and having no luck so far.
Here's what I've done:

1. Ran AutoAssign.pm.insertdata; it returned no errors.
2. Put AutoAssign.pm in /usr/local/rt2/lib/RT/Action and gave it the same
ownership and permissions as the other scrips in there
3. Assigned myself as a CC watcher to the Customers queue
4. Set up a scrip in that queue that says OnCreate AutoAssign with template
Correspondence

When I run 'perl AutoAssign.pm' I get no errors, when the RT logs have no
errors in them, but when I create a ticket in the Customers queue, it
remains assigned to Nobody rather than being reassigned to me.

I have a feeling that I've just configured this wrong or am using it wrong.
Can anyone give me some pointers? Thanks in advance.

/Owen



From binand at gmx.net  Sat Jan  4 08:01:43 2003
From: binand at gmx.net (Binand Raj S.)
Date: Sat, 4 Jan 2003 18:31:43 +0530
Subject: [rt-users] Questions on usernames and passwords
Message-ID: <20030104130143.GC6199@binand.cysphere.com>

Hi,

Are RT usernames case sensitive?

I am creating a CanonicalizeAddress routine for my employer's use. It
would do

$email =~ s/\@.*ourdomain\.com//i;
return $email;

(Since the part before '@' in my company is unique, this is ok I expect.)

People tend to write their email address with different cases - I write
mine as BinandS at ourdomain.com, for example. I am already a user with
id 'binands' in RT (with various rights). So will that create a new
user? Should I make it do

$email =~ tr/A-Z/a-z/;

before returning?

Another question: I want to assign a password and mail it back if the
ticket is indeed from someone in ourdomain.com - I am fiddling around
with Email.pm. What I need is to assign a default password (generated
via mkpasswd) and possibly ModifySelf too.

I plan to add:
(All this in the else branch of the if inside GetCurrentUser)

my $pwd = undef;
if ($Address !~ /\@/) {
   $pwd = `/usr/bin/mkpasswd -s 0`;
}

And then call $NewUser->Create (Passwd => $pwd);

Now I need to mail this password to the user. :-( But by this time,
I have lost the email address. :( I can of course append ourdomain.com
(hardcode this in), but is there a better way?

Also, I need to assign the right - how do I do that? Or do I give EveryOne
ModifySelf right?

RT is on RH 7.3 + updates, Apache 1.3.27, fastcgi, RHDB (ie, Postgres).

Binand



From lists at flothow.de  Sat Jan  4 09:28:09 2003
From: lists at flothow.de (Sebastian Flothow)
Date: Sat, 4 Jan 2003 15:28:09 +0100
Subject: [rt-users] Questions on usernames and passwords
In-Reply-To: <20030104130143.GC6199@binand.cysphere.com>
Message-ID: <BF7B6E36-1FF0-11D7-ABAF-000393B2BB20@flothow.de>

> I am creating a CanonicalizeAddress routine for my employer's use. It
> would do
>
> $email =~ s/\@.*ourdomain\.com//i;
> return $email;
>
> (Since the part before '@' in my company is unique, this is ok I 
> expect.)

No, it isn't ok since RT will send mail to that address. And you 
probably get mail from other domains too, right?


> Another question: I want to assign a password and mail it back if the
> ticket is indeed from someone in ourdomain.com

Jesse posted a template snippet back in November:
< http://lists.fsck.com/pipermail/rt-users/2002-November/010705.html >

You'd just need to a add a check for your domain.

(BTW, why are the messages in the list archive not properly MIME 
decoded?)


Sebastian

--
Sebastian Flothow
sebastian at flothow.de
#include <stddisclaimer.h>



From ssinyagin at yahoo.com  Sat Jan  4 11:19:55 2003
From: ssinyagin at yahoo.com (Stanislav Sinyagin)
Date: Sat, 4 Jan 2003 08:19:55 -0800 (PST)
Subject: [rt-users] Questions on usernames and passwords
In-Reply-To: <20030104130143.GC6199@binand.cysphere.com>
Message-ID: <20030104161955.89860.qmail@web13709.mail.yahoo.com>

Hi, 

As far as I understood, you have already some kind of 
external user database, and want to create those users in RT. 

Why don't you try to utilize some kind of external user authentication
(this way the passwords are the same everywhere), and 
user importing?

There are solutions with LDAP, which work fine with 
Microsoft Exchange/Active directory, and with any other LDAP service. 

The simpliest way for password management is Apache authentication:
it has plenty different methods, there must be the one that suits you. 

Regards, 
Stanislav.

--- "Binand Raj S." <binand at gmx.net> wrote:
> Another question: I want to assign a password and mail it back if the
> ticket is indeed from someone in ourdomain.com - I am fiddling around
> with Email.pm. What I need is to assign a default password (generated
> via mkpasswd) and possibly ModifySelf too.
> 
> I plan to add:
> (All this in the else branch of the if inside GetCurrentUser)
> 
> my $pwd = undef;
> if ($Address !~ /\@/) {
>    $pwd = `/usr/bin/mkpasswd -s 0`;
> }
> 
> And then call $NewUser->Create (Passwd => $pwd);



From news-misc at ada.dhs.org  Sat Jan  4 17:05:03 2003
From: news-misc at ada.dhs.org (acli@ada.dhs.org via news-to-mail gateway)
Date: Sat, 4 Jan 2003 22:05:03 GMT
Subject: [rt-users] per-ticket email addresses?
Message-ID: <H87MoF.Cq1@ada.dhs.org>

Hi,

has anyone set up per-ticket email addresses in RT2? I did it,
and it mostly works, but RT thinks that all the correspondance
are entered by the per-ticket email address, not by whoever
sent the email.

Is this something that should not be attempted with RT2, or is
there some ways to teach RT2 that these addresses are just like
the per-queue ones?

Thanks,
-- 
Ambrose Li  <a.c.li at ieee.org>
http://ada.dhs.org/~acli/cmcc/  http://www.cccgt.org/

DRM is theft - We are the stakeholders


From binand at gmx.net  Sun Jan  5 00:29:49 2003
From: binand at gmx.net (Binand Raj S.)
Date: Sun, 5 Jan 2003 10:59:49 +0530
Subject: [rt-users] Questions on usernames and passwords
In-Reply-To: <20030104161955.89860.qmail@web13709.mail.yahoo.com> <BF7B6E36-1FF0-11D7-ABAF-000393B2BB20@flothow.de>
References: <20030104130143.GC6199@binand.cysphere.com> <20030104161955.89860.qmail@web13709.mail.yahoo.com> <20030104130143.GC6199@binand.cysphere.com> <BF7B6E36-1FF0-11D7-ABAF-000393B2BB20@flothow.de>
Message-ID: <20030105052949.GA18494@binand.cysphere.com>

On Sat, Jan 04, 2003 at 03:28:09PM +0100, Sebastian Flothow wrote:
> >I am creating a CanonicalizeAddress routine for my employer's use. It
> >would do
> >
> >$email =~ s/\@.*ourdomain\.com//i;
> >return $email;
> >
> >(Since the part before '@' in my company is unique, this is ok I 
> >expect.)
> 
> No, it isn't ok since RT will send mail to that address. And you 
> probably get mail from other domains too, right?

Right. What I posted was indeed the wrong way to do it, which I figured almost
immediately after I hit 'y' :(

> >Another question: I want to assign a password and mail it back if the
> >ticket is indeed from someone in ourdomain.com
> 
> Jesse posted a template snippet back in November:
> < http://lists.fsck.com/pipermail/rt-users/2002-November/010705.html >

Thanks. I knew about this post, and had tried to search the archives,
but couldn't find it.

BTW, anyone who has a private copy of that post that you can bounce
to me?  The list archive version has mime junk all over it. :(

On Sat, Jan 04, 2003 at 08:19:55AM -0800, Stanislav Sinyagin wrote:
> Hi, 
> 
> As far as I understood, you have already some kind of 
> external user database, and want to create those users in RT. 
> 
> Why don't you try to utilize some kind of external user authentication
> (this way the passwords are the same everywhere), and 
> user importing?
> 
> There are solutions with LDAP, which work fine with 
> Microsoft Exchange/Active directory, and with any other LDAP service. 

Ah, the premise is correct - in my organisation, the email addresses
are unique, and we are sort of standardizing on the part before the '@'
as usernames everywhere.

Unfortunately, the mail server does not use LDAP for authentication
(in hindsight, I guess I should have used LDAP).

I am not concerned with tickets opened by people who use other email
addresses - just the ones from @ourdomain.com. If it is from ourdomain.com,
I want the autocreated username to be minus the @ourdomain.com, and the full
email address otherwise. In either case, I want an autocreated password to be
mailed.

I hope that is clear :) Let me go back to the drawing board.

Binand



From gm at efn.org  Sun Jan  5 02:39:56 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Sat, 4 Jan 2003 23:39:56 -0800 (PST)
Subject: [rt-users] Selfservice Display error
Message-ID: <Pine.GSU.4.21.0301042325480.9275-100000@garcia.efn.org>

I'm in the midst of majoring tweaking up an RT instance... and discovering
all of the cool addons and also learning the features & quirks of it all.  
RT rocks!

I installed Jesse's autopassword template which is nice because it
will allow users to get a autogenerated password, which makes web status
checking possible easily and quickly.

So I logged on and it works nicely in selfservice mode, with a few notable
issues:

1) SelfService/Update.html allows status changing (a dropdown box) even if
it's not valid.  I just commented out the Status section and that works
well.  Since they can't change it, it's fine.

2) SelfService/Create.html works fine, but once the user submits, the
Display.html code runs, and they get an error: No permission to view the
ticket.

Except once they click on the Open Tickets, they can see it.

Looks like a timing issue or something... Like it's not processing the
ticket before it tries to display the Transaction.  Removing the code
below, it still doesn't show the Transaction, though the rest of the
settings do display.

Permissions: Requestor can Show Ticket, Everyone can 
	CreateTicket, ReplyToTicket, SeeQueue

Code is:

unless ($session{'CurrentUser'}->HasQueueRight ( TicketObj => $Ticket,
                                                Right => 'ShowTicket')) {
    $m->comp('Error.html', Why => "No permission to display that ticket");
    $m->abort();
}

Minor bug, I think.

-- 
## 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 lists at masonc.com  Sun Jan  5 10:10:19 2003
From: lists at masonc.com (Chris Mason)
Date: Sun, 5 Jan 2003 11:10:19 -0400
Subject: [rt-users] Messages qare quoted including comments
Message-ID: <000901c2b4cc$8ff8a3c0$7300a8c0@poseiden>

Had an emabarssing moment when a ticket was commented on by the admin
and then the comment appeared in future replies as quoted content.
Is there a way to avoid putting the email content into replies? I know
the admin can use the reply at the top, but rather than educating them I
would prefer to avoid the problem by not including quoted content in
replies. Can I do this easily?

Chris Mason
masonc at masonc.com
Box 340, The Valley, Anguilla, British West Indies
Tel: 264 497 5670 Fax: 264 497 8463 Cell: 264 235 5670
http://www.anguillaguide.com/ The Anguilla Guide
Talk to me in real time:
Yahoo:netconcepts_anguilla
US Fax and Voicemail: (815)301-9759



From ssinyagin at yahoo.com  Sun Jan  5 12:15:29 2003
From: ssinyagin at yahoo.com (Stanislav Sinyagin)
Date: Sun, 5 Jan 2003 09:15:29 -0800 (PST)
Subject: [rt-users] Questions on usernames and passwords
In-Reply-To: <20030105052949.GA18494@binand.cysphere.com>
Message-ID: <20030105171529.46619.qmail@web13708.mail.yahoo.com>

--- "Binand Raj S." <binand at gmx.net> wrote:
> Ah, the premise is correct - in my organisation, the email addresses
> are unique, and we are sort of standardizing on the part before the '@'
> as usernames everywhere.
> 
> Unfortunately, the mail server does not use LDAP for authentication
> (in hindsight, I guess I should have used LDAP).
> 
> I am not concerned with tickets opened by people who use other email
> addresses - just the ones from @ourdomain.com. If it is from ourdomain.com,
> I want the autocreated username to be minus the @ourdomain.com, and the full
> email address otherwise. In either case, I want an autocreated password to be
> mailed.
> 
> I hope that is clear :) Let me go back to the drawing board.

OK, whatever, it's yiour setup. But personally, I'd prefer writing an import 
script that would create once all your users with generated or imported
passwords. 

Good luck, 
Stan


From gm at efn.org  Sun Jan  5 14:40:15 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Sun, 5 Jan 2003 11:40:15 -0800 (PST)
Subject: [rt-users] Messages are quoted including comments
In-Reply-To: <000901c2b4cc$8ff8a3c0$7300a8c0@poseiden>
Message-ID: <Pine.GSU.4.21.0301051134450.9087-100000@garcia.efn.org>

On Sun, 5 Jan 2003, Chris Mason wrote:

> Had an emabarssing moment when a ticket was commented on by the admin
> and then the comment appeared in future replies as quoted content.
> Is there a way to avoid putting the email content into replies? I know
> the admin can use the reply at the top, but rather than educating them I
> would prefer to avoid the problem by not including quoted content in
> replies. Can I do this easily?

The lines are in Ticket/Elements/ShowTransactions, just remove the 

"&QuoteTransaction=".$Transaction->Id. 

part of the reply/comment sections.

-- 
## 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 bobby at wrennest.com  Sun Jan  5 17:30:15 2003
From: bobby at wrennest.com (Bobby Wrenn)
Date: Sun, 05 Jan 2003 16:30:15 -0600
Subject: [rt-users] Server error with new install
Message-ID: <3E18B1F7.BD938BE0@wrennest.com>

I have been having trouble getting RT installed. So, I set up a fresh
RH7.3 install and loaded perl modules until testdeps was happy.

I installed, edited config.pm with what I think are the minimums to get
it working. Edited httpd.conf as described in the docs.

when trying to access http://192.168.1.13/rt2/ I get the following:
------------
Internal Server Error

The server encountered an internal error or misconfiguration and was
unable to complete your request.

Please contact the server administrator, root at localhost and inform them
of the time the error occurred, and anything you might
have done that may have caused the error.

More information about this error may be available in the server error
log.

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

I set permissions on rt.log0
chmod 664 /var/log/rt/rt.log0
Then got the following:
---------------

Not Found

The requested URL /usr/local/rt2/WebRT/html/NoAuth/webrt.css was not
found on this server.
---------------

/var/log/httpd/error_log shows:

[Sun Jan  5 16:02:54 2003] [error] [client 192.168.1.4] File does not
exist: /var/www/html/usr/local/rt2/WebRT/html/NoAuth/webrt.css

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

This looks like a problem in httpd.conf. But I am not sure how.

I double quoted the Directory path and Alias name in httpd.conf and got
a little change. The error is now:

----------------
[Sun Jan  5 16:26:38 2003] [error] [client 192.168.1.4] File does not
exist: /var/www/html/usr/local/rt2/

----------------
So for some reason apache is expanding the path instead of aliasing it.
Any idea what I need to change?

TIA
Bobby


From pdh at snapgear.com  Sun Jan  5 18:19:15 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 6 Jan 2003 09:19:15 +1000
Subject: [rt-users] Server error with new install
In-Reply-To: <3E18B1F7.BD938BE0@wrennest.com>
References: <3E18B1F7.BD938BE0@wrennest.com>
Message-ID: <20030105231915.GH479@luggage.internal.moreton.com.au>

Bobby Wrenn wrote:

<lotsajuicystuff>

> So for some reason apache is expanding the path instead of aliasing it.
> Any idea what I need to change?

You could start by posting the relevant chunk of your
httpd.conf and config.pm....
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Sun Jan  5 18:33:02 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 6 Jan 2003 09:33:02 +1000
Subject: [rt-users] Messages are quoted including comments
In-Reply-To: <Pine.GSU.4.21.0301051134450.9087-100000@garcia.efn.org>
References: <000901c2b4cc$8ff8a3c0$7300a8c0@poseiden> <Pine.GSU.4.21.0301051134450.9087-100000@garcia.efn.org>
Message-ID: <20030105233302.GI479@luggage.internal.moreton.com.au>

Seth Cohn, EFN General Manager wrote:
> The lines are in Ticket/Elements/ShowTransactions, just remove the 
> "&QuoteTransaction=".$Transaction->Id. 
> part of the reply/comment sections.

Actually, this is a very neat idea, if extended just a tad.

The attached patch removes the quotation on replies,
where the transaction being replied to is a comment
(more accurately, if it's neither a create nor correspond.)
-- 
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: webrt/Ticket/Elements/ShowTransaction
===================================================================
RCS file: /cvs/local/rt/webrt/Ticket/Elements/ShowTransaction,v
retrieving revision 1.2
diff -u -r1.2 ShowTransaction
--- webrt/Ticket/Elements/ShowTransaction	13 Sep 2002 01:45:42 -0000	1.2
+++ webrt/Ticket/Elements/ShowTransaction	5 Jan 2003 23:27:24 -0000
@@ -146,10 +146,13 @@
 # If the transaction has anything attached to it at all
 if ($Transaction->Message->First && $ShowTitleBarCommands) {
 	if ($Transaction->TicketObj->CurrentUserHasRight('ReplyToTicket')) {
-		$titlebar_commands .= 
-	  	  "[<a href=\"Update.html?id=".
-		  $Transaction->Ticket . "&QuoteTransaction=".$Transaction->Id.
-		  "&Action=Respond\">Reply</a>]&nbsp;";
+		$titlebar_commands .= "[<a href=\"Update.html?id=";
+		$titlebar_commands .= $Transaction->Ticket;
+		if ($Transaction->Type =~ /^(Create|Correspond)$/) {
+			$titlebar_commands .= 
+				"&QuoteTransaction=".$Transaction->Id;
+		}
+		$titlebar_commands .= "&Action=Respond\">Reply</a>]&nbsp;";
 	}
 	if ($Transaction->TicketObj->CurrentUserHasRight('CommentOnTicket')) {
 	     $titlebar_commands .= 

From pdh at snapgear.com  Sun Jan  5 18:46:31 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 6 Jan 2003 09:46:31 +1000
Subject: [rt-users] Selfservice Display error
In-Reply-To: <Pine.GSU.4.21.0301042325480.9275-100000@garcia.efn.org>
References: <Pine.GSU.4.21.0301042325480.9275-100000@garcia.efn.org>
Message-ID: <20030105234631.GJ479@luggage.internal.moreton.com.au>

Seth Cohn, EFN General Manager wrote:
> unless ($session{'CurrentUser'}->HasQueueRight ( TicketObj => $Ticket,
>                                                 Right => 'ShowTicket')) {
>     $m->comp('Error.html', Why => "No permission to display that ticket");
>     $m->abort();
> }

I don't use SelfService, so this is untested, but try replacing that with

unless ($Ticket->CurrentUserHasRight('ShowTicket')) {
    $m->comp('Error.html', Why => "No permission to display that ticket");
    $m->abort();
}

and see if it 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 tarragon at onthe.net.au  Sun Jan  5 21:59:02 2003
From: tarragon at onthe.net.au (Tarragon Allen)
Date: Mon, 6 Jan 2003 13:59:02 +1100
Subject: [rt-users] 100's of duplicate database queries? postgresql
Message-ID: <200301061359.02918.tarragon@onthe.net.au>

Hi,

I'm presently trying to determine why our version of RT is running so slow. At 
first we thought it was because the system it was running on was 
underpowered, however I've just moved it across to a new high powered machine 
and it's still running dog slow.

Debian (woody, with some updates to sarge as required)
RT 2.0.14
Postgres 7.1.2

I've checked the indexes on the database, they seem fine. I've run VACUUM and 
so forth, no effect. I notice that when a page is loaded postgresql takes up 
about 80% of the CPU. I turned on debugging to try and determine what 
postgresql is doing, and it appears to be making duplicate queries, in the 
order of 100's of them, for a simple "view ticket" click. The duplicates look 
like this :

SELECT  * FROM Watchers WHERE lower(Type) = 'cc' AND lower(Scope) = 'queue' 
AND Value = '2' AND Owner = '13'

The database in question holds maybe 5500 tickets in total, and at present 
takes about 9 seconds to display a ticket, which just doesn't seem right for 
a dual P-III 1.1ghz, 1.8gb ram system running scsi/raid.

Any suggestions?

t
-- 
GPG: http://n12turbo.com/tarragon/public.key


From gm at efn.org  Sun Jan  5 22:04:05 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Sun, 5 Jan 2003 19:04:05 -0800 (PST)
Subject: [rt-users] Selfservice Display error
In-Reply-To: <20030105234631.GJ479@luggage.internal.moreton.com.au>
Message-ID: <Pine.GSU.4.21.0301051901260.18096-100000@garcia.efn.org>

On Mon, 6 Jan 2003, Phil Homewood wrote:

> I don't use SelfService, so this is untested, but try replacing that with
> 
> unless ($Ticket->CurrentUserHasRight('ShowTicket')) {
>     $m->comp('Error.html', Why => "No permission to display that ticket");
>     $m->abort();
> }
> 
> and see if it helps?

Nope.  Clearly, when the code executes, the CurrentUser is not yet the
Requestor of the ticket.  That doesn't make sense, sinc Create.html is
calling Display.html, and it should have created the ticket (and made the
user the requestor) before it attempts to display it.

Seth



From bortzmeyer at nic.fr  Mon Jan  6 09:08:06 2003
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Mon, 6 Jan 2003 15:08:06 +0100
Subject: [rt-users] LDAP auth: should I still create the users in RT even if I use WebExternalAuth?
In-Reply-To: <20021224131047.GB10042@nic.fr>
References: <w52bs3ktz7u.fsf@debian.directionless.org> <20021217164504.84520.qmail@web13709.mail.yahoo.com> <20021224131047.GB10042@nic.fr>
Message-ID: <20030106140806.GA25648@nic.fr>

On Tue, Dec 24, 2002 at 02:10:47PM +0100,
 Stephane Bortzmeyer <bortzmeyer at nic.fr> wrote 
 a message of 15 lines which said:

> current setup (I will document it one day).

Here it is. You can include it in contrib, on the Web site, whereever.


How I have convinced Request Tracker to use my LDAP directory
Stephane Bortzmeyer
bortzmeyer at eureg.org
2003-01-06
*************************************************************

Warning: this is a documentation of *my* setup. There are many ways to
enable LDAP for Request Tracker (RT).

Background: EUREG <URL:http://www.eureg.org/> uses an LDAP directory
for every user account. All the machines authenticate users against
it. So, if you log in via SSH, authenticate on a private Web page with
Apache, or use RT, you have only one account and one password.

To enable LDAP access from RT, you have to do the following:

1) configure Apache to authenticate against LDAP:

LoadModule auth_ldap_module /usr/lib/apache/1.3/auth_ldap.so

# SSL only, we do not have "weak" and "strong" passwords, every
# password is important! So, we redirect everything on the secure server.
<VirtualHost 192.134.7.250:80>
ServerName rt.eureg.org
SSLDisable
RewriteEngine on
RewriteRule ^/(.*)$ https://rt.eureg.org/$1 [R,L]
</VirtualHost>
# The secure server
<VirtualHost 192.134.7.250:443>
DocumentRoot /local/rt2/WebRT/html
ServerName rt.eureg.org
SSLEnable
# A few RT-specific lines ommitted
<Location />
AuthType Basic
AuthName EUREG
AuthLDAPURL ldap://ldap.eureg.org/ou=People,dc=eureg,dc=eu?uid
require valid-user
</Location>
</VirtualHost>

2) Now, we can tell RT to trust Apache:

# If $WebExternalAuth is defined, RT will defer to the environment's
# REMOTE_USER variable.
$WebExternalAuth = 1;

This way, RT will no longer asks a password. 

3) The above is not sufficient: RT has no real LDAP support, it needs
to find locally, in its own database, the info about an user (wether
he can log in, for instance). We therefore use the rtimportldap script
<URL:http://www.fsck.com/pub/rt/contrib/2.0/> to synchronize RT's
database with LDAP.

Every day, /etc/cron.daily/rtimportldap is run by root. It contains
(be sure to set its mode to 700, there is a LDAP password! Choose a DN
which has only read access):

#!/bin/sh

PATH=${PATH}:/local/sbin:/local/bin
rtimportldap.pl --server ldap.eureg.org \
        --binddn 'cn=backup,dc=eureg,dc=eu' --bindpw verysecret \
        --basedn 'dc=eureg,dc=eu' --groupadd EUreg \
        --filter '(objectClass=posixAccount)' | grep -v 'Updating user'

4) For us, this is all. There is still the issue of
$LookupSenderInExternalDatabase (for the email interface, if you use
it), but I've not configured it yet.



From ssinyagin at yahoo.com  Mon Jan  6 09:17:21 2003
From: ssinyagin at yahoo.com (Stanislav Sinyagin)
Date: Mon, 6 Jan 2003 06:17:21 -0800 (PST)
Subject: [rt-users] LDAP auth: should I still create the users in RT even if I use WebExternalAuth?
In-Reply-To: <20030106140806.GA25648@nic.fr>
Message-ID: <20030106141721.11669.qmail@web13708.mail.yahoo.com>

--- Stephane Bortzmeyer <bortzmeyer at nic.fr> wrote:
> rtimportldap.pl --server ldap.eureg.org \
>         --binddn 'cn=backup,dc=eureg,dc=eu' --bindpw verysecret \
>         --basedn 'dc=eureg,dc=eu' --groupadd EUreg \
>         --filter '(objectClass=posixAccount)' | grep -v 'Updating user'

Be noted, that the next verion of rtimportldap (when Andi Hofmeister
finds time to test it in non-Microsoft environment) will 
not print "Updating user". It will print "Changing..." when something 
is changed only. 

or, shall I publish it as-is?...

Regards, 
Stan


From bortzmeyer at nic.fr  Mon Jan  6 09:37:33 2003
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Mon, 6 Jan 2003 15:37:33 +0100
Subject: [rt-users] LDAP auth: should I still create the users in RT even if I use WebExternalAuth?
In-Reply-To: <20030106141721.11669.qmail@web13708.mail.yahoo.com>
References: <20030106140806.GA25648@nic.fr> <20030106141721.11669.qmail@web13708.mail.yahoo.com>
Message-ID: <20030106143733.GA25969@nic.fr>

On Mon, Jan 06, 2003 at 06:17:21AM -0800,
 Stanislav Sinyagin <ssinyagin at yahoo.com> wrote 
 a message of 16 lines which said:

> Be noted, that the next verion of rtimportldap (when Andi Hofmeister
> finds time to test it in non-Microsoft environment) will 
> not print "Updating user". It will print "Changing..." when something 
> is changed only. 

Good idea. Even better: to shut up cron, I would prefer the
implementation of the following option.

--quiet : No messages (except errors)




From dwarner at ctinetworks.com  Mon Jan  6 09:45:58 2003
From: dwarner at ctinetworks.com (Douglas E. Warner)
Date: Mon, 6 Jan 2003 09:45:58 -0500
Subject: [rt-users] Attachments sent from RT are 'inline'
In-Reply-To: <1041577691.2808.17.camel@isis>
References: <200212311424.08586.dwarner@ctinetworks.com> <200301020909.44717.dwarner@ctinetworks.com> <1041577691.2808.17.camel@isis>
Message-ID: <200301060945.59189.dwarner@ctinetworks.com>

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

On Friday 03 January 2003 02:08, Lynoure Rajam?ki wrote:
> Ok, though my version is by no means perfect either (I took the shortcut
> and set Content-Type to fit our needs, and it's not right for all other
> character sets). Also, I am very new to perl...

Don't worry, it worked great!  Thanks for the updated script.

- -Doug

- -- 
Douglas E. Warner    <dwarner at ctinetworks.com>     Network Engineer
CTI/PAdotNET         http://ctinetworks.com        +1 717 975 9000
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From tzadikem at yahoo.com  Mon Jan  6 11:12:04 2003
From: tzadikem at yahoo.com (Travis Zadikem)
Date: Mon, 6 Jan 2003 08:12:04 -0800 (PST)
Subject: [rt-users] Self-Service and unprivileged users (only have  email address)
In-Reply-To: <5.1.0.14.2.20021206104422.00b89b90@mail.netburner.com>
Message-ID: <20030106161204.59684.qmail@web14405.mail.yahoo.com>

Thanks for the info.  I have been out for a couple of weeks due to
break
--- Forrest Stanley <fstanley at netburner.com> wrote:
> At 10:19 AM 12/6/2002 -0800, Travis Zadikem wrote:
> 
> >What password does an unprivileged user use?  I ask this because I
> have 
> >users that email rt and then it adds them as a new user
> automatically with 
> >their email address as the username.  But, when the user goes to 
> >webaddress/SelfService and tries to login using their email address
> and no 
> >password it won't let them in.  How can I fix this so it will?
> >
> >
> 
> Hi,
> RT users automatically created through email submission are not
> assigned a 
> password. Their user account is created with password set to undef.
> You can 
> change by modifying the following:
> 
> lib/RT/Interface/Email.pm
> 
>          my ($Val, $Message) =
>                          $NewUser->Create(Name => ($Username ||
> $Address),
>                          EmailAddress => $Address,
>                          RealName => "$Name",
>                          Password => undef,
>                          Privileged => 0,
>                          Comments => 'Autocreated on ticket
> submission'
>                  );
> 
> Changed password to whatever you like. Also, Jesse posted a way to
> create 
> random passwords a couple weeks ago.
> 
> http://lists.fsck.com/pipermail/rt-users/2002-November/010705.html
> 
> 
> -FS
> 
> 
> 
> 


=====
Your mind is like a parachute.  It must be open to be used effectively.


From tzadikem at yahoo.com  Mon Jan  6 14:54:10 2003
From: tzadikem at yahoo.com (Travis Zadikem)
Date: Mon, 6 Jan 2003 11:54:10 -0800 (PST)
Subject: [rt-users] Questions on usernames and passwords
In-Reply-To: <20030105171529.46619.qmail@web13708.mail.yahoo.com>
Message-ID: <20030106195410.83800.qmail@web14406.mail.yahoo.com>

I am interested in the same thing
--- Stanislav Sinyagin <ssinyagin at yahoo.com> wrote:
> 
> --- "Binand Raj S." <binand at gmx.net> wrote:
> > Ah, the premise is correct - in my organisation, the email
> addresses
> > are unique, and we are sort of standardizing on the part before the
> '@'
> > as usernames everywhere.
> > 
> > Unfortunately, the mail server does not use LDAP for authentication
> > (in hindsight, I guess I should have used LDAP).
> > 
> > I am not concerned with tickets opened by people who use other
> email
> > addresses - just the ones from @ourdomain.com. If it is from
> ourdomain.com,
> > I want the autocreated username to be minus the @ourdomain.com, and
> the full
> > email address otherwise. In either case, I want an autocreated
> password to be
> > mailed.
> > 
> > I hope that is clear :) Let me go back to the drawing board.
> 
> OK, whatever, it's yiour setup. But personally, I'd prefer writing an
> import 
> script that would create once all your users with generated or
> imported
> passwords. 
> 
> Good luck, 
> Stan
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm


=====
Your mind is like a parachute.  It must be open to be used effectively.


From seph at commerceflow.com  Mon Jan  6 23:16:43 2003
From: seph at commerceflow.com (seph)
Date: Mon, 06 Jan 2003 20:16:43 -0800
Subject: [rt-users] 100's of duplicate database queries? postgresql
In-Reply-To: <200301061359.02918.tarragon@onthe.net.au> (Tarragon Allen's
 message of "Mon, 6 Jan 2003 13:59:02 +1100")
References: <200301061359.02918.tarragon@onthe.net.au>
Message-ID: <w523co54ms4.fsf@commerceflow.com>

Tarragon Allen <tarragon at onthe.net.au> writes:

> Hi,
>
> I'm presently trying to determine why our version of RT is running so slow. At 
> first we thought it was because the system it was running on was 
> underpowered, however I've just moved it across to a new high powered machine 
> and it's still running dog slow.

did you look in the mail archives? Or the faq? they both have some suggestions.

seph


From tarragon at onthe.net.au  Tue Jan  7 00:57:38 2003
From: tarragon at onthe.net.au (Tarragon Allen)
Date: Tue, 7 Jan 2003 16:57:38 +1100
Subject: [rt-users] 100's of duplicate database queries? postgresql
In-Reply-To: <w523co54ms4.fsf@commerceflow.com>
References: <200301061359.02918.tarragon@onthe.net.au> <w523co54ms4.fsf@commerceflow.com>
Message-ID: <200301071657.38526.tarragon@onthe.net.au>

On Tuesday 07 January 2003 15:16, seph wrote:
> Tarragon Allen <tarragon at onthe.net.au> writes:
> > Hi,
> >
> > I'm presently trying to determine why our version of RT is running so
> > slow. At first we thought it was because the system it was running on was
> > underpowered, however I've just moved it across to a new high powered
> > machine and it's still running dog slow.
>
> did you look in the mail archives? Or the faq? they both have some
> suggestions.

Yes, and yes. As I said, I've looked at the indexes, they appear fine, and 
yes, I've looked at the hardware running the show, however it seems to me 
that for the size of our database, compared to other discussions where RT is 
running slow, we should not be seeing these sorts of slowdowns.

It seemed strange to me that RT is making 100's of apparently duplicate 
queries for a single "view ticket". Is this normal behaviour, and if so, 
wouldn't it be a lot more efficient to do one query and cache it?

I came to this list as a last resort after spending quite a lot of time trying 
to determine what was wrong myself.

t
-- 
GPG: http://n12turbo.com/tarragon/public.key


From lynoure at otaverkko.fi  Tue Jan  7 01:54:44 2003
From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=)
Date: 07 Jan 2003 08:54:44 +0200
Subject: [rt-users] NotifyOtherRecipientsWithAttach
In-Reply-To: <000e01c2b34c$890a3870$0c890d0a@AR157369>
References: <200301022112.h02LCdax043382@coal.sentex.ca> 
	<000e01c2b34c$890a3870$0c890d0a@AR157369>
Message-ID: <1041922484.1259.15.camel@isis>

On Fri, 2003-01-03 at 19:20, Asif Iqbal wrote:
 
> I found a module that allows Notify All Watchers with Attachment. Is there
> one that will allow Notify Other Recipients With Attach ?

As far as I know there is not. As far as I have noticed
NotifyAllWatchersWithAttachment notifies everybody except the person
making the transaction. I have to admit I'm not sure how that's
different from Notify Other Recipients.

-- 
Lynoure Rajam?ki
lynoure at otaverkko.fi



From rehan at nha.co.za  Tue Jan  7 03:38:13 2003
From: rehan at nha.co.za (Rehan van der Merwe)
Date: Tue, 7 Jan 2003 10:38:13 +0200
Subject: [rt-users] Displaying someone else's Start Page
Message-ID: <8F2D061DFD77E444B00D8FE9B8273DD005AB99@titan.nha.co.za>

Hi everyone,

Weird Problem:  Some of my users often have the problem that they log in and then end up on someone else's startpage (usually when returning to the startpage), or going to "search" to find someone else's search criteria.

They are all located together at a client site, so I would guess that there is some caching problem somewhere at this site.

Anyone else fould this? Can anyone shed some light into where I would fix the problem?

Regards,

Rehan van der Merwe
Neil Harvey & Associates


From kamara at eahd.or.ug  Tue Jan  7 08:48:35 2003
From: kamara at eahd.or.ug (Kamara Eric R-M)
Date: Tue, 7 Jan 2003 16:48:35 +0300 (EAT)
Subject: [rt-users] Configuration Problem
Message-ID: <20030107164205.E98585-100000@nemesis.eahd.or.ug>

Hello,

This is my first time to set up WebRT and I have installed rt 2.0.15 on a
SuSE 7.2 box.
I am getting a problem with the httpd.conf file though..I want to set it
up to run with other content on the server and i followed the instructions
in the online manual.However on starting up apache i get the following
error.
***************************************
Syntax error on line 562 of /etc/httpd/httpd.conf:
Invalid command 'PerlRequire', perhaps mis-spelled or defined by a module
not included in the server configuration
/usr/sbin/apachectl startssl: httpd could not be started
************************************

All help will be greatly appreciated.

Regards,
Eric
--------
#!/usr/bin/perl
while (!$you_are_around) {
	my $heart= NULL;
}


From ssinyagin at yahoo.com  Tue Jan  7 09:53:25 2003
From: ssinyagin at yahoo.com (Stanislav Sinyagin)
Date: Tue, 7 Jan 2003 06:53:25 -0800 (PST)
Subject: [rt-users] Configuration Problem
In-Reply-To: <20030107164205.E98585-100000@nemesis.eahd.or.ug>
Message-ID: <20030107145325.33120.qmail@web13704.mail.yahoo.com>

Hi, 

this means your Apache is not aware about mod_perl. 
Check the installation instructions regarding Apache setup. 

--- Kamara Eric R-M <kamara at eahd.or.ug> wrote:
> Syntax error on line 562 of /etc/httpd/httpd.conf:
> Invalid command 'PerlRequire', perhaps mis-spelled or defined by a module
> not included in the server configuration
> /usr/sbin/apachectl startssl: httpd could not be started

Regards, 
Stan


From cyrille at iwebgroup.com  Tue Jan  7 11:12:18 2003
From: cyrille at iwebgroup.com (Cyrille Mertes)
Date: Tue, 07 Jan 2003 11:12:18 -0500
Subject: [rt-users] problem with custom template
Message-ID: <3E1AFC62.6050706@iwebgroup.com>

Hi,

I want to use RT on two web server in load balacing. On my first web 
server, RT work fine with my custom template (the installation was made 
by another person).

On the new web server, RT work fine with the default template.

When I try to use my custom template on the new web server, I can logon, 
and then If I tried to create/modify users, queue.... I have this error...

Any help should be appreciated...

Thanks,

Cyrille.

error:   Invalid <%args> section line at 
/iweb/rt2/WebRT/html/Elements/ListActions line 11    context:
...
7:  % }
8:  <& /Elements/TitleBoxEnd &>
9:  % }
10:  <%ARGS>
11:  @actions = undef
12:  </%ARGS>
13:
code stack:  /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Lexer.pm:611
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Lexer.pm:340
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Lexer.pm:282
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Lexer.pm:188
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Lexer.pm:138
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Lexer.pm:99
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Compiler.pm:196
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Compiler/ToObject.pm:69
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Compiler/ToObject.pm:109
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:319
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:849
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:947
/iweb/rt2/WebRT/html/Admin/Users/Modify.html:4
/iweb/rt2/WebRT/html/autohandler:55

Invalid <%args> section line at 
/iweb/rt2/WebRT/html/Elements/ListActions line 11 Trace begun at 
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Lexer.pm line 611 
HTML::Mason::Lexer::throw_syntax_error('HTML::Mason::Lexer=HASH(0x8c980f0)', 
'Invalid <%args> section line') called at 
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Lexer.pm line 340 
HTML::Mason::Lexer::match_block_end('HTML::Mason::Lexer=HASH(0x8c980f0)', 
'HASH(0x8d3ae60)') called at 
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Lexer.pm line 282 
HTML::Mason::Lexer::variable_list_block('HTML::Mason::Lexer=HASH(0x8c980f0)', 
'HASH(0x8d3ae60)') called at 
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Lexer.pm line 188 
HTML::Mason::Lexer::match_block('HTML::Mason::Lexer=HASH(0x8c980f0)') 
called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Lexer.pm line 138 
HTML::Mason::Lexer::start('HTML::Mason::Lexer=HASH(0x8c980f0)') called 
at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Lexer.pm line 99 eval 
{...}('HTML::Mason::Lexer=HASH(0x8c980f0)') called at 
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Lexer.pm line 97 
HTML::Mason::Lexer::lex(undef, 'comp_source', 'SCALAR(0x8d367d8)', 
'name', '/iweb/rt2/WebRT/html/Elements/ListActions', 'compiler', 
'HTML::Mason::Compiler::ToObject=HASH(0x8c96a10)') called at 
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Compiler.pm line 196 
HTML::Mason::Compiler::compile(undef, 'fh', '*HTML::Mason::Tools::FH', 
'comp_source', 'SCALAR(0x8d367d8)', 'name', 
'/iweb/rt2/WebRT/html/Elements/ListActions') called at 
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Compiler/ToObject.pm line 69 
HTML::Mason::Compiler::ToObject::compile('HTML::Mason::Compiler::ToObject=HASH(0x8c96a10)', 
'comp_source', 'SCALAR(0x8d367d8)', 'name', 
'/iweb/rt2/WebRT/html/Elements/ListActions', 'comp_class', 
'HTML::Mason::Component::FileBased', 'fh', '*HTML::Mason::Tools::FH') 
called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Compiler/ToObject.pm 
line 109 HTML::Mason::Compiler::ToObject::compile_to_file(undef, 'file', 
'/iweb/rt2/WebRT/data/obj/standard/Elements/ListActions', 'source', 
'HTML::Mason::ComponentSource=HASH(0x8da5d50)') called at 
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm line 319 
HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0x8c94bcc)', 
'/Elements/ListActions') called at 
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 849 
HTML::Mason::Request::fetch_comp('HTML::Mason::Request::ApacheHandler=HASH(0x8da9d6c)', 
'/Elements/ListActions') called at 
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 947 
HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x8da9d6c)', 
'/Elements/ListActions', 'actions', 'ARRAY(0x8de2dd0)') called at 
/iweb/rt2/WebRT/html/Admin/Users/Modify.html line 4 
HTML::Mason::Commands::__ANON__('id', 7) called at 
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 122 
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8da6c88)', 
'id', 7) called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm 
line 1025 eval 
{...}('HTML::Mason::Component::FileBased=HASH(0x8da6c88)', 'id', 7) 
called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1019 
HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x8da9d6c)', 
'HTML::Mason::Component::FileBased=HASH(0x8da6c88)', 'id', 7) called at 
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 724 
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x8da9d6c)') 
called at /iweb/rt2/WebRT/html/autohandler line 55 
HTML::Mason::Commands::__ANON__('id', 7) called at 
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 122 
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8cf55e0)', 
'id', 7) called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm 
line 1020 eval 
{...}('HTML::Mason::Component::FileBased=HASH(0x8cf55e0)', 'id', 7) 
called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1019 
HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x8da9d6c)', 
'HASH(0x8d5e210)', 'HTML::Mason::Component::FileBased=HASH(0x8cf55e0)', 
'id', 7) called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm 
line 338 eval 
{...}('HTML::Mason::Request::ApacheHandler=HASH(0x8da9d6c)', 
'HASH(0x8d5e210)', 'HTML::Mason::Component::FileBased=HASH(0x8cf55e0)', 
'id', 7) called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm 
line 338 eval 
{...}('HTML::Mason::Request::ApacheHandler=HASH(0x8da9d6c)', 
'HASH(0x8d5e210)', 'HTML::Mason::Component::FileBased=HASH(0x8cf55e0)', 
'id', 7) called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm 
line 298 
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x8da9d6c)') 
called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm 
line 137 eval 
{...}('HTML::Mason::Request::ApacheHandler=HASH(0x8da9d6c)') called at 
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 137 
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x8da9d6c)') 
called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm 
line 786 
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8211404)', 
'Apache=SCALAR(0x8ddd5c0)') called at /virtual/rt2/bin/webmux.pl line 
170 RT::Mason::handler('Apache=SCALAR(0x8ddd5c0)') called at /dev/null 
line 0 eval {...}('Apache=SCALAR(0x8ddd5c0)') called at /dev/null line 0



From seph at commerceflow.com  Tue Jan  7 12:56:18 2003
From: seph at commerceflow.com (seph)
Date: Tue, 07 Jan 2003 09:56:18 -0800
Subject: [rt-users] 100's of duplicate database queries? postgresql
In-Reply-To: <200301071657.38526.tarragon@onthe.net.au> (Tarragon Allen's
 message of "Tue, 7 Jan 2003 16:57:38 +1100")
References: <200301061359.02918.tarragon@onthe.net.au>
	<w523co54ms4.fsf@commerceflow.com>
	<200301071657.38526.tarragon@onthe.net.au>
Message-ID: <w52of6s3ku5.fsf@foo.yahoo.com>

how many users do you have in the system?
how many watchers on the ticket? you're initial mail didn't say.

seph

Tarragon Allen <tarragon at onthe.net.au> writes:

> On Tuesday 07 January 2003 15:16, seph wrote:
>> Tarragon Allen <tarragon at onthe.net.au> writes:
>> > Hi,
>> >
>> > I'm presently trying to determine why our version of RT is running so
>> > slow. At first we thought it was because the system it was running on was
>> > underpowered, however I've just moved it across to a new high powered
>> > machine and it's still running dog slow.
>>
>> did you look in the mail archives? Or the faq? they both have some
>> suggestions.
>
> Yes, and yes. As I said, I've looked at the indexes, they appear fine, and 
> yes, I've looked at the hardware running the show, however it seems to me 
> that for the size of our database, compared to other discussions where RT is 
> running slow, we should not be seeing these sorts of slowdowns.
>
> It seemed strange to me that RT is making 100's of apparently duplicate 
> queries for a single "view ticket". Is this normal behaviour, and if so, 
> wouldn't it be a lot more efficient to do one query and cache it?
>
> I came to this list as a last resort after spending quite a lot of time trying 
> to determine what was wrong myself.
>
> t
> -- 
> GPG: http://n12turbo.com/tarragon/public.key


From jgedeon at qualcomm.com  Tue Jan  7 14:38:56 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Tue, 07 Jan 2003 11:38:56 -0800
Subject: [rt-users] Removing quotes of previous email.& link error
Message-ID: <5.1.0.14.2.20030107113206.00ab1df0@mail1.qualcomm.com>

I have RT 2.0.15 installed on a solaris 2.8 machine with mysql and perl. I 
am having two issues.

   **First is that links to a specific ticket in the rt system do not work 
if a user is not logged in. IE i get an email saying here is a link to my 
ticket, Click Here. If i click there I am then asked to log in. Upon 
logging in I am told
   "RT Error
     No Ticket Specified"
   However if i then go to the ticket via the go to function I can see it. 
or if i follow the link after i have just logged in it also works.

    I have the same issue with bookmarked searches. the bookmark doesn't 
work unless I am already logged into the rt system.

   **Second we have a mail list which we want rt to manage. the mail list 
is very high volume and many emails have lots of pervious emails quoted in 
them. Is there a way to have rt filter these quoted emails out?

Thanks
John


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From darren at boston.com  Tue Jan  7 14:42:09 2003
From: darren at boston.com (darren chamberlain)
Date: Tue, 7 Jan 2003 14:42:09 -0500
Subject: [rt-users] Removing quotes of previous email.& link error
In-Reply-To: <5.1.0.14.2.20030107113206.00ab1df0@mail1.qualcomm.com>
References: <5.1.0.14.2.20030107113206.00ab1df0@mail1.qualcomm.com>
Message-ID: <20030107-b7ed92d8e31aab13109b801a2045a40a@mail.boston.com>

* John Gedeon <jgedeon at qualcomm.com> [2003-01-07 14:38]:
>   **First is that links to a specific ticket in the rt system do not work 
> if a user is not logged in. IE i get an email saying here is a link to my 
> ticket, Click Here. If i click there I am then asked to log in. Upon 
> logging in I am told
>   "RT Error
>     No Ticket Specified"
>   However if i then go to the ticket via the go to function I can see it. 
> or if i follow the link after i have just logged in it also works.
> 
>    I have the same issue with bookmarked searches. the bookmark doesn't 
> work unless I am already logged into the rt system.

We've gotten around that issue by modifying the cookie that gets set to
persist beyond the current browser session.

>   **Second we have a mail list which we want rt to manage. the mail list 
> is very high volume and many emails have lots of pervious emails quoted in 
> them. Is there a way to have rt filter these quoted emails out?

RT doesn't manage mailing lists; you'd need a mailing list manager,
possibly in combination with procmail or your MTA's alias feature to
ensure that rt-mailgate gets the appropriate messages.

(darren)

-- 
My wife always warns me about all that cholesterol in the French fries
I eat. I just laugh at her, though, because I know with all the salt I
put on them, my blood pressure is high enough to push through any
clogged arteries.
    -- Dean Anderson


From rich+rt at lafferty.ca  Tue Jan  7 14:47:45 2003
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Tue, 7 Jan 2003 14:47:45 -0500
Subject: [rt-users] Removing quotes of previous email.& link error
In-Reply-To: <20030107-b7ed92d8e31aab13109b801a2045a40a@mail.boston.com>; from darren@boston.com on Tue, Jan 07, 2003 at 02:42:09PM -0500
References: <5.1.0.14.2.20030107113206.00ab1df0@mail1.qualcomm.com> <20030107-b7ed92d8e31aab13109b801a2045a40a@mail.boston.com>
Message-ID: <20030107144745.A11797@lafferty.ca>

John Gedeon <jgedeon at qualcomm.com> wrote on 2003-01-07 14:38:
>   **First is that links to a specific ticket in the rt system do not work 
> if a user is not logged in.

If you're using FastCGI, try this patch.

--- rt2-orig/bin/mason_handler.fcgi	Thu Oct  3 21:12:16 2002
+++ rt2-esmith/bin/mason_handler.fcgi	Thu Oct  3 22:03:44 2002
@@ -127,6 +127,15 @@
     
     $HTML::Mason::Commands::ContentType = 'text/html';
         
+    # CGI::param does not include query string in POST; let's
+    # keep it all in the same place like mod_perl does.
+    # This stanza is *not* from ApacheHandler.pm.
+    if ($cgi->request_method eq 'POST') {
+        foreach my $key ( $cgi->url_param ) {
+	    $cgi->param($key, $cgi->url_param($key)) unless $cgi->param($key);
+	}
+    }
+
     # This routine comes from ApacheHandler.pm:
     my (%args, $cookie);
     foreach my $key ( $cgi->param ) {


Cheers,

  -Rich

-- 
Rich Lafferty --------------+-----------------------------------------------
 Ottawa, Ontario, Canada    |  Save the Pacific Northwest Tree Octopus!
 http://www.lafferty.ca/    |    http://zapatopi.net/treeoctopus.html
rich at lafferty.ca -----------+-----------------------------------------------


From jgedeon at qualcomm.com  Tue Jan  7 15:26:26 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Tue, 07 Jan 2003 12:26:26 -0800
Subject: [rt-users] Removing quotes of previous email.& link error
In-Reply-To: <20030107144745.A11797@lafferty.ca>
References: <20030107-b7ed92d8e31aab13109b801a2045a40a@mail.boston.com>
 <5.1.0.14.2.20030107113206.00ab1df0@mail1.qualcomm.com>
 <20030107-b7ed92d8e31aab13109b801a2045a40a@mail.boston.com>
Message-ID: <5.1.0.14.2.20030107122354.00af5fc0@mail1.qualcomm.com>

Thanks for the help Rich :)

  I am using FastCGI and that hack (Below) seems to be working great.

  as far as the previous emails being quoted I am just going to not include 
those in any of the emails rt sends.. thats what the boss said to do :)

John

At 11:47 AM 1/7/2003, you wrote:
>John Gedeon <jgedeon at qualcomm.com> wrote on 2003-01-07 14:38:
> >   **First is that links to a specific ticket in the rt system do not work
> > if a user is not logged in.
>
>If you're using FastCGI, try this patch.
>
>--- rt2-orig/bin/mason_handler.fcgi     Thu Oct  3 21:12:16 2002
>+++ rt2-esmith/bin/mason_handler.fcgi   Thu Oct  3 22:03:44 2002
>@@ -127,6 +127,15 @@
>
>      $HTML::Mason::Commands::ContentType = 'text/html';
>
>+    # CGI::param does not include query string in POST; let's
>+    # keep it all in the same place like mod_perl does.
>+    # This stanza is *not* from ApacheHandler.pm.
>+    if ($cgi->request_method eq 'POST') {
>+        foreach my $key ( $cgi->url_param ) {
>+           $cgi->param($key, $cgi->url_param($key)) unless $cgi->param($key);
>+       }
>+    }
>+
>      # This routine comes from ApacheHandler.pm:
>      my (%args, $cookie);
>      foreach my $key ( $cgi->param ) {
>
>
>Cheers,
>
>   -Rich
>
>--
>Rich Lafferty --------------+-----------------------------------------------
>  Ottawa, Ontario, Canada    |  Save the Pacific Northwest Tree Octopus!
>  http://www.lafferty.ca/    |    http://zapatopi.net/treeoctopus.html
>rich at lafferty.ca -----------+-----------------------------------------------
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.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 jgedeon at qualcomm.com  Tue Jan  7 15:37:28 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Tue, 07 Jan 2003 12:37:28 -0800
Subject: [rt-users] Adding notes to a ticket.
Message-ID: <5.1.0.14.2.20030107123513.058c2310@mail1.qualcomm.com>

Is it possible to add notes to a ticket and not have the notes sent to any 
one?
basically the comment feature but with no emails sent out (just that once 
the default would send out emails).

John


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From gm at efn.org  Tue Jan  7 16:18:34 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Tue, 7 Jan 2003 13:18:34 -0800 (PST)
Subject: [rt-users] Custom Display.html and Select Status woes
Message-ID: <Pine.GSU.4.21.0301071258320.13710-200000@garcia.efn.org>

I'm making Display show a EditBasics and EditPeople box, which involved
stealing much from ModifyAll.html and adding back in Display.html parts to
properly work with Create.html. Most of our initial responses require
changing Subject, Status, Queue, or Owner/Requestor/etc, so it makes sense
to include 2 boxes on the plain Display page to speed up responding.

A few bugs:

1) I'm getting a Duplicate submission message even though it submits fine.
Any suggestions to fix this?

2) The EditBasic conflicts with the OpenTicket addon for 'new' tickets,
when Editbasic's status default to new, and then it processes the page:
the status goes Open because of the transaction, then goes back to New
because of processing the 'new' selection.  Patching EditBasics to not
allow a default 'new' selection status but change that to 'open' would fix
the problem.

But I can't figure out what to replace this in EditBasic to do that.

my $SelectStatus = $m->scomp("/Elements/SelectStatus", Name =>
'Status', Default=>$TicketObj->Status);

Help?

My new Display.html is enclosed (not diffed, since it's a mix of Display
and ModifyAll)

-------------- next part --------------
<& /Elements/Header, Title => "Ticket #".$Ticket->Id ." ".$Ticket->Subject &>

<& /Ticket/Elements/Tabs, Ticket => $Ticket , current_tab =>
"Ticket/Display.html?id=".$Ticket->Id &>

<& /Elements/ListActions, actions => \@results &>

<& /Ticket/Elements/ShowSummary,  Ticket => $Ticket &>

<FORM METHOD=POST ACTION="Display.html" ENCTYPE="multipart/form-data">
<INPUT TYPE=HIDDEN NAME=id VALUE="<%$Ticket->Id%>">

<& /Ticket/Elements/ShowHistory , Ticket => $Ticket, ShowHeaders =>
$ARGS{'ShowHeaders'}, URIFile => 'History.html' &>


<& /Elements/TitleBoxStart, title => 'Ticket #'.$Ticket->Id,   color=>
"#993333", width => "100%" &>
<& Elements/EditBasics, TicketObj => $Ticket &>
<& /Elements/TitleBoxEnd &>

<BR>

<& /Elements/TitleBoxStart, title => 'People',width => "100%", color=> "#333399
" &>
<& Elements/EditPeople, Ticket => $Ticket, UserField => $UserField, UserString
=> $UserString, UserOp => $UserOp &>
<& /Elements/TitleBoxEnd &>

<BR>

<& /Elements/Submit, Label => 'Save Changes', Caption => "If you've updated any
thing above, be sure to", color => "#333399" &>


</form>

<%INIT>


  my ($linkid, $message, $tid, $Ticket, @Actions);
  my (@wresults, @results, @okresults, @dresults, @lresults);

        my $CanRespond = 0;
        my $CanComment = 0;


$Ticket = new RT::Ticket($session{'CurrentUser'});

unless ($id) {
    Abort('No ticket specified');
}

if ($ARGS{'id'} eq 'new') {
    # {{{ Create a new ticket

    my $Queue = new RT::Queue($session{'CurrentUser'});
    unless ($Queue->Load($ARGS{'Queue'})) {
        Abort('Queue not found');
    }

    unless ($Queue->CurrentUserHasRight('CreateTicket')) {
        Abort('You have no permission to create tickets in that queue.');
    }

    my $due = new RT::Date($session{'CurrentUser'});
    $due->Set(Format => 'unknown', Value => $ARGS{'Due'});
    my $starts = new RT::Date($session{'CurrentUser'});
    $starts->Set(Format => 'unknown', Value => $ARGS{'Starts'});


    my @Requestors = split(/,/,$ARGS{'Requestors'});
    my @Cc = split(/,/,$ARGS{'Cc'});
    my @AdminCc = split(/,/,$ARGS{'AdminCc'});

    my $MIMEObj = MakeMIMEEntity( Subject => $ARGS{'Subject'},
                                  From => $ARGS{'From'},
                                  Cc => $ARGS{'Cc'},
                                  Body => $ARGS{'Content'},
                                  AttachmentFieldName => 'Attach');

                                
    my %create_args = (
                       Queue=>$ARGS{Queue},
                       Owner=>$ARGS{ValueOfOwner},
                       InitialPriority=> $ARGS{InitialPriority},
                       FinalPriority=> $ARGS{FinalPriority},
                       TimeLeft => $ARGS{TimeLeft},
                       TimeWorked => $ARGS{TimeWorked},
                       Requestor=> \@Requestors,
                       Cc => \@Cc,
                       AdminCc => \@AdminCc,
                       Subject=>$ARGS{Subject},
                       Status=>$ARGS{Status},
                       Due => $due->ISO,
                       Starts => $starts->ISO,
                       MIMEObj => $MIMEObj
                      );


    # we need to get any KeywordSelect-<integer> fields into %create_args..
    grep { $_ =~ /^KeywordSelect-/ && {$create_args{$_} = $ARGS{$_}}} %ARGS;

    my ($id, $Trans, $ErrMsg)= $Ticket->Create(%create_args);
    unless ($id && $Trans) {
        Abort($ErrMsg);
    }
    my @linktypes = qw( DependsOn MemberOf RefersTo );

    foreach my $linktype (@linktypes) {
      foreach my $luri (split (/ /,$ARGS{"new-$linktype"})) {
        $luri =~ s/\s*$//; # Strip trailing whitespace
        my ($val, $msg) = $Ticket->AddLink( Target => $luri,
                                            Type => $linktype);
        push @Actions, $msg;
      }

      foreach my $luri (split (/ /,$ARGS{"$linktype-new"})) {
        my ($val, $msg) = $Ticket->AddLink( Base => $luri,
                                            Type => $linktype);
        
        push @Actions, $msg;
      }
    }
    # don't try to change queue to the current queue
    delete $ARGS{'Queue'};

    push(@Actions, $ErrMsg);
    unless ($Ticket->CurrentUserHasRight('ShowTicket')) {
      Abort("No permission to view newly created ticket #".$Ticket->id.".");
    }
    # }}}
}

else {
    $Ticket = LoadTicket($ARGS{'id'});
    unless ($Ticket->CurrentUserHasRight('ShowTicket')) {
        Abort("No permission to view ticket");
    }

$CanRespond = 1 if ( $Ticket->CurrentUserHasRight('ReplyToTicket') or
                     $Ticket->CurrentUserHasRight('ModifyTicket') );

$CanComment = 1 if ( $Ticket->CurrentUserHasRight('CommentOnTicket') or
                     $Ticket->CurrentUserHasRight('ModifyTicket') );



if (defined $ARGS{'Action'}) {
  if ($ARGS{'Action'} =~ /^(Steal|Kill|Take|SetTold)$/) {
    my $action = $1;
    my ($res, $msg)=$Ticket->$action();
    push(@Actions, $msg);
  }
}
    $ARGS{'UpdateContent'} =~ s/\r\n/\n/g;

    if ($ARGS{'UpdateContent'} &&
        $ARGS{'UpdateContent'} ne '' &&
        $ARGS{'UpdateContent'} ne  "-- \n" .
                                $session{'CurrentUser'}->UserObj->Signature
       ) {
            ProcessUpdateMessage(ARGSRef=>\%ARGS,
                                 Actions=>\@Actions,
                                 TicketObj=>$Ticket);
        }
#Process status updates
my @BasicActions = ProcessTicketBasics(ARGSRef => \%ARGS, TicketObj=>$Ticket);

push (@Actions, @BasicActions);
}

unless ($OnlySearchForPeople) {
    @wresults = ProcessTicketWatchers( TicketObj => $Ticket, ARGSRef => \%ARGS)
;
    @results = ProcessTicketBasics( TicketObj => $Ticket, ARGSRef => \%ARGS);
    @okresults = ProcessTicketObjectKeywords(TicketObj => $Ticket, ARGSRef => \
%ARGS);

    @dresults = ProcessTicketDates( TicketObj => $Ticket, ARGSRef => \%ARGS);
    @lresults = ProcessTicketLinks( TicketObj => $Ticket, ARGSRef => \%ARGS);

    $ARGS{'UpdateContent'} =~ s/\r\n/\n/g;

    if ($ARGS{'UpdateContent'} &&
        $ARGS{'UpdateContent'} ne '' &&
        $ARGS{'UpdateContent'} ne  "-- \n" .
                                $session{'CurrentUser'}->UserObj->Signature
       ) {
         ProcessUpdateMessage(TicketObj => $Ticket,
                              ARGSRef=>\%ARGS,
                              Actions=>\@results);
        }
}
push @results, @wresults;
push @results, @dresults;
push @results, @lresults;
push @results, @okresults;

# If they've gone and moved the ticket to somewhere they can't see, etc...
# TODO: display the results, even if we can't display the ticket.

unless ($Ticket->CurrentUserHasRight('ShowTicket')) {
   Abort("No permission to view ticket");
}


</%INIT>



<%ARGS>
$id => undef
$Create => undef
$ShowHeaders => undef
$Collapsed => undef
$OnlySearchForPeople => undef
$UserField => undef
$UserOp => undef
$UserString => undef
</%ARGS>






From gm at efn.org  Tue Jan  7 16:28:47 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Tue, 7 Jan 2003 13:28:47 -0800 (PST)
Subject: [rt-users] Working "Resolved - complete history" Template
Message-ID: <Pine.GSU.4.21.0301071319550.13710-100000@garcia.efn.org>

I tried a few of the existing "Resolved" Templates I found in the
archives, and had some trouble getting them to work, but I persevered and
finally made something I liked that had additional features.  In the
process, I learned much more about DBI::SearchBuilder and how templates
work.

I'm still not sure I'll use this as a 'resolved' template for sending to
Requestor on close of tickets, but it would be useful for any sort of
reporting needed on status, or other 'what's the history?' need.
Imagine a 'ifPriorityExceeds' calling this to notify some else of the
ticket and the history behind it.

Only correspondence is processed (easy to change)

Items with no subject are given the Subject of the Ticket itself,
rather than no subject listed.

and no emails are given, only Real Names. (again, fairly easy to add)

Overall, I like it.  Shows me the power of RT templates.  For webusers,
this isn't really needed, but for email users, this could be very nice
indeed (imagine a 'send history' command)

-----------
Subject: Ticket Resolved: {$Ticket->Subject}

Greetings,

Your issue regarding

        "{$Ticket->Subject()}",

has been resolved in our ticket system.

If you have any further questions or concerns, please reply to this
message to reopen the ticket.  Otherwise, no need to reply.

Thanks, 
the staff

----------------------------------------------------------------
--- Your initial request was -----------------------------------
----------------------------------------------------------------

{$Ticket->Transactions->First->Content()}

----------------------------------------------------------------
--- Additional activity ----------------------------------------
----------------------------------------------------------------

{
  my $resolved_transaction;
  my $resolved_message = "";
  my $Transactions = $Ticket->Transactions;
  $Transactions->OrderBy;
  $Transactions->GotoFirstItem;
  while (my $Transaction = $Transactions->Next) {
    if ($Transaction->Type eq 'Correspond') {
      $resolved_transaction = $Transaction;
       } elsif (!$Transactions->IsLast) {      
      $resolved_transaction = undef;
       }


  if ($resolved_transaction) {
    
    my $attachments = $resolved_transaction->Attachments;
    $attachments->GotoFirstItem;

    while (my $message = $attachments->Next) {
      next unless $message->ContentType =~
               m!^(text/plain|message|text$)!i;

      my $content = $message->Content;
      next unless length $content;

      my $subject = ($message->Subject || $Ticket->Subject);

      my $wrapper = Text::Wrapper->new(columns=>70);
      $content = $wrapper->wrap($content);

      $resolved_message .= "Subject: ";
      $resolved_message .= $subject;
      $resolved_message .= "\n";
      $resolved_message .= "From: ";
      $resolved_message .= $message->CreatorObj->RealName;
      $resolved_message .= "\n";
      $resolved_message .= "Time: ";
      $resolved_message .= $message->CreatedObj->AsString;
      $resolved_message .= "\n";
      $resolved_message .= "\n";
      $resolved_message .= "$content\n";
      $resolved_message .= "--------------------------\n";
    }
  }
}

  $resolved_message;
}





-- 
## 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 jgedeon at qualcomm.com  Tue Jan  7 17:11:32 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Tue, 07 Jan 2003 14:11:32 -0800
Subject: [rt-users] Scrip action
Message-ID: <5.1.0.14.2.20030107141007.05461008@mail1.qualcomm.com>

Who does the scrip action NotifyOtherRecipientsAsComment include?
I cant seem to find it in the documentation or the code.
John


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From pdh at snapgear.com  Tue Jan  7 18:22:10 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 8 Jan 2003 09:22:10 +1000
Subject: [rt-users] problem with custom template
In-Reply-To: <3E1AFC62.6050706@iwebgroup.com>
References: <3E1AFC62.6050706@iwebgroup.com>
Message-ID: <20030107232210.GA471@luggage.internal.moreton.com.au>

Cyrille Mertes wrote:
> and then If I tried to create/modify users, queue.... I have this error...
> Any help should be appreciated...
> 
> error:   Invalid <%args> section line at 
> /iweb/rt2/WebRT/html/Elements/ListActions line 11    context:
> ...
> 7:  % }
> 8:  <& /Elements/TitleBoxEnd &>
> 9:  % }
> 10:  <%ARGS>
> 11:  @actions = undef
> 12:  </%ARGS>
> 13:

I suspect this is unrelated to your template. (and possibly
related to different Mason versions). Try changing the
"@actions = undef" to "@actions => undef" and restarting your
web server.
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Tue Jan  7 18:35:58 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 8 Jan 2003 09:35:58 +1000
Subject: [rt-users] Scrip action
In-Reply-To: <5.1.0.14.2.20030107141007.05461008@mail1.qualcomm.com>
References: <5.1.0.14.2.20030107141007.05461008@mail1.qualcomm.com>
Message-ID: <20030107233558.GB471@luggage.internal.moreton.com.au>

John Gedeon wrote:
> Who does the scrip action NotifyOtherRecipientsAsComment include?
> I cant seem to find it in the documentation or the code.

It's not exactly intuitive, is it?

"Other" recipients are those in the Cc and Bcc boxes on the
"modify ticket" (comment/correspond) page.

http://fsck.com/rtfm/article.html?id=2#215 has been updated to
reflect this. :-)

-- 
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 cyrille at iwebgroup.com  Tue Jan  7 19:07:00 2003
From: cyrille at iwebgroup.com (Cyrille Mertes)
Date: Tue, 07 Jan 2003 19:07:00 -0500
Subject: [rt-users] problem with custom template
References: <3E1AFC62.6050706@iwebgroup.com>
 <20030107232210.GA471@luggage.internal.moreton.com.au>
Message-ID: <006401c2b6a9$ddf05a80$0400a8c0@okcomputer>

Thanks, everything is ok now.

Cyrille.


----- Original Message -----
From: "Phil Homewood" <pdh at snapgear.com>
To: <rt-users at lists.fsck.com>
Sent: Tuesday, January 07, 2003 6:22 PM
Subject: Re: [rt-users] problem with custom template


> Cyrille Mertes wrote:
> > and then If I tried to create/modify users, queue.... I have this
error...
> > Any help should be appreciated...
> >
> > error:   Invalid <%args> section line at
> > /iweb/rt2/WebRT/html/Elements/ListActions line 11    context:
> > ...
> > 7:  % }
> > 8:  <& /Elements/TitleBoxEnd &>
> > 9:  % }
> > 10:  <%ARGS>
> > 11:  @actions = undef
> > 12:  </%ARGS>
> > 13:
>
> I suspect this is unrelated to your template. (and possibly
> related to different Mason versions). Try changing the
> "@actions = undef" to "@actions => undef" and restarting your
> web server.
> --
> Phil Homewood, Systems Janitor, www.SnapGear.com
> pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
> SnapGear - Custom Embedded Solutions and Security Appliances
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>



From jeffholst at hotmail.com  Tue Jan  7 22:30:36 2003
From: jeffholst at hotmail.com (Jeff Holst)
Date: Tue, 07 Jan 2003 21:30:36 -0600
Subject: [rt-users] Can two unique instances of RT share the same database?
Message-ID: <F42dhyNbqEZkAB2aKSb00020233@hotmail.com>

I have two unique installations of RT running on one server.  Each uses it's 
own RT code base, and has a dedicated apache server listening on different 
ports.  The one commonality between these two instances of RT is that they 
point to the same mysql database.  I'm doing this because each of the RT 
instances has it's own look and feel as well as handles authorization 
differently.  Both instances of RT need access to the same queues and 
tickets, however.  Has anyone had any success or failures with a similar 
setup? Are there any better suggestions how to go about this?  I suppose I 
could have duplicate copies of my database that I syncronize somehow on the 
backend, but I don't know if this is necessary.  The only real concern I 
have with my installation is I don't know how database locking is handled 
and if there is a possibility of database corruption if both instances are 
writting the same information at the same time.  Any help would greatly be 
appreciated.

Thanks,

-jeff




_________________________________________________________________
MSN 8 with e-mail virus protection service: 2 months FREE* 
http://join.msn.com/?page=features/virus



From seph at commerceflow.com  Tue Jan  7 23:54:31 2003
From: seph at commerceflow.com (seph)
Date: Tue, 07 Jan 2003 20:54:31 -0800
Subject: [rt-users] Can two unique instances of RT share the same
 database?
In-Reply-To: <F42dhyNbqEZkAB2aKSb00020233@hotmail.com> ("Jeff Holst"'s
 message of "Tue, 07 Jan 2003 21:30:36 -0600")
References: <F42dhyNbqEZkAB2aKSb00020233@hotmail.com>
Message-ID: <w52smw41bso.fsf@lame.message.id>

I don't see why it wouldn't work. realize that the mailgateway and
command line clients both talk to the db directly. Having another web
interface should be fine. (of course, I haven't ever tried)

seph

"Jeff Holst" <jeffholst at hotmail.com> writes:

> I have two unique installations of RT running on one server.  Each
> uses it's own RT code base, and has a dedicated apache server
> listening on different ports.  The one commonality between these two
> instances of RT is that they point to the same mysql database.  I'm
> doing this because each of the RT instances has it's own look and feel
> as well as handles authorization differently.  Both instances of RT
> need access to the same queues and tickets, however.  Has anyone had
> any success or failures with a similar setup? Are there any better
> suggestions how to go about this?  I suppose I could have duplicate
> copies of my database that I syncronize somehow on the backend, but I
> don't know if this is necessary.  The only real concern I have with my
> installation is I don't know how database locking is handled and if
> there is a possibility of database corruption if both instances are
> writting the same information at the same time.  Any help would
> greatly be appreciated.
>
> Thanks,
>
> -jeff
>
>
>
>
> _________________________________________________________________
> MSN 8 with e-mail virus protection service: 2 months FREE*
> http://join.msn.com/?page=features/virus
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 jeffholst at hotmail.com  Wed Jan  8 00:34:57 2003
From: jeffholst at hotmail.com (Jeff Holst)
Date: Tue, 07 Jan 2003 23:34:57 -0600
Subject: [rt-users] Can two unique instances of RT share the same database?
Message-ID: <F19EcOw4zin3xaIGeYA00020a31@hotmail.com>

Thanks Seph.  Just to clarify my two unique installations of RT using a 
shared database are installed and fully operational.  I've already confirmed 
this appears to work fine on the surface.  I just want to make sure there 
aren't any known gotchas with a configuration of this type.  I forgot about 
the mailgateway and command line clients essentially doing the same thing so 
it sounds like everything should be fine.  I presume RT must have some type 
of table locking to prevent database corruption from multiple users with 
even just one instance of RT.  I'm just hoping this applies to two instances 
of RT as well.

-jeff

>From: seph <seph at commerceflow.com>
>To: "Jeff Holst" <jeffholst at hotmail.com>
>CC: rt-users at lists.fsck.com
>Subject: Re: [rt-users] Can two unique instances of RT share the same 
>database?
>Date: Tue, 07 Jan 2003 20:54:31 -0800
>
>I don't see why it wouldn't work. realize that the mailgateway and
>command line clients both talk to the db directly. Having another web
>interface should be fine. (of course, I haven't ever tried)
>
>seph
>
>"Jeff Holst" <jeffholst at hotmail.com> writes:
>
> > I have two unique installations of RT running on one server.  Each
> > uses it's own RT code base, and has a dedicated apache server
> > listening on different ports.  The one commonality between these two
> > instances of RT is that they point to the same mysql database.  I'm
> > doing this because each of the RT instances has it's own look and feel
> > as well as handles authorization differently.  Both instances of RT
> > need access to the same queues and tickets, however.  Has anyone had
> > any success or failures with a similar setup? Are there any better
> > suggestions how to go about this?  I suppose I could have duplicate
> > copies of my database that I syncronize somehow on the backend, but I
> > don't know if this is necessary.  The only real concern I have with my
> > installation is I don't know how database locking is handled and if
> > there is a possibility of database corruption if both instances are
> > writting the same information at the same time.  Any help would
> > greatly be appreciated.
> >
> > Thanks,
> >
> > -jeff
> >
> >
> >
> >
> > _________________________________________________________________
> > MSN 8 with e-mail virus protection service: 2 months FREE*
> > http://join.msn.com/?page=features/virus
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


_________________________________________________________________
The new MSN 8: smart spam protection and 2 months FREE*  
http://join.msn.com/?page=features/junkmail



From js138 at eng.cam.ac.uk  Wed Jan  8 09:15:12 2003
From: js138 at eng.cam.ac.uk (J. Sloan)
Date: Wed, 8 Jan 2003 14:15:12 +0000 (GMT)
Subject: [rt-users] Changing $rtname
Message-ID: <Pine.HPX.4.33L.0301081406130.7764-100000@punch.eng.cam.ac.uk>

As per pervious discussion on the list (in 2000) I wanted to change
$rtname to shorten the tag on each email.   The previous discussion
suggests that it can just be changed and all will be well.

However this seems to cause authentication to stop working.
Even removing all cookies and restarting the browser doesn't help.

Now if I have a superuser session running when I stop and start httpd then
I can still go in and reset the password of my test user, presumably using
the stored cookie.

This test user is then able to log in successfully.

So I have a workaround - if I make my test user a superuser and apply this
bodge, I can then go round and reset the passwords of all my other users,
but I'm now worried about what else might break.

I don't care anything about the existing tickets in the database, they're
just test, but I don't really want to go round recreating all the ACLs,
Users, Scrips, Groups etc.

Any advice?

Thanks.

John




From js138 at eng.cam.ac.uk  Wed Jan  8 09:34:32 2003
From: js138 at eng.cam.ac.uk (J. Sloan)
Date: Wed, 8 Jan 2003 14:34:32 +0000 (GMT)
Subject: [rt-users] Changing $rtname
In-Reply-To: <Pine.HPX.4.33L.0301081406130.7764-100000@punch.eng.cam.ac.uk>
Message-ID: <Pine.HPX.4.33L.0301081433320.7764-100000@punch.eng.cam.ac.uk>

I managed to answer my own question - it was the mod_perl caching.
Moving the WebRT/data directory sideways and restarting httpd managed to
cure the problem.

John




From hburgin at kevigs.lincs.sch.uk  Wed Jan  8 10:41:32 2003
From: hburgin at kevigs.lincs.sch.uk (hburgin at kevigs.lincs.sch.uk)
Date: Wed, 8 Jan 2003 15:41:32 -0000 (GMT)
Subject: [rt-users] install problem - DBIx::SearchBuilder
Message-ID: <60064.10.28.193.3.1042040492.squirrel@franklin.kevigs.lincs.sch.uk>

I can't seem to get rt installed on my redhat 7.2 box - sorted out all the
required modules _except_ DBIx::SearchBuilder.  Output from make testdeps
is:

---snip---
/usr/bin/perl ./tools/testdeps -warn Pg
Checking for Digest::MD5...found
Checking for Storable...found
Checking for DBI 1.18 ...found
Checking for DBIx::DataSource 0.02 ...found
Checking for DBIx::SearchBuilder 0.48 ....DBIx::SearchBuilder 0.48  not
installed.
Checking for HTML::Entities...found
Checking for MLDBM...found
Checking for Net::Domain...found
Checking for Net::SMTP...found
Checking for Params::Validate 0.02 ...found
Checking for HTML::Mason 1.02 ...found
Checking for CGI::Cookie 1.20 ...found
Checking for Apache::Cookie...found
Checking for Apache::Session 1.53 ...found
Checking for Date::Parse...found
Checking for Date::Format...found
Checking for MIME::Entity 5.108 ...found
Checking for Mail::Mailer 1.20 ...found
Checking for Getopt::Long 2.24 ...found
Checking for Tie::IxHash...found
Checking for Text::Wrapper...found
Checking for Text::Template...found
Checking for File::Spec 0.8 ...found
Checking for Errno...found
Checking for FreezeThaw...found
Checking for File::Temp...found
Checking for Log::Dispatch 1.6 ...found
Checking for DBD::Pg  ...found

--end of snip--

so, run make fixdeps which gives me:

---snip---

/usr/bin/perl ./tools/testdeps -fix Pg
Checking for Digest::MD5...found
Checking for Storable...found
Checking for DBI 1.18 ...found
Checking for DBIx::DataSource 0.02 ...found
Checking for DBIx::SearchBuilder 0.48 ....DBIx::SearchBuilder 0.48  not
installed.Installing with CPAN...Going to read /root/.cpan/Metadata
  Database was generated on Tue, 07 Jan 2003 23:46:49 GMT
Running install for module DBIx::SearchBuilder
Running make for J/JE/JESSE/DBIx-SearchBuilder-0.73.tar.gz

  CPAN: MD5 security checks disabled because MD5 not installed.
  Please consider installing the MD5 module.

Scanning cache /root/.cpan/build for sizes
DBIx-SearchBuilder-0.73/
DBIx-SearchBuilder-0.73/SearchBuilder/
DBIx-SearchBuilder-0.73/SearchBuilder/Handle/
DBIx-SearchBuilder-0.73/SearchBuilder/Handle/Pg.pm
DBIx-SearchBuilder-0.73/SearchBuilder/Handle/mysql.pm
DBIx-SearchBuilder-0.73/SearchBuilder/Handle/Oracle.pm
DBIx-SearchBuilder-0.73/SearchBuilder/Record.pm
DBIx-SearchBuilder-0.73/SearchBuilder/Handle.pm
DBIx-SearchBuilder-0.73/SearchBuilder/Record/
DBIx-SearchBuilder-0.73/SearchBuilder/Record/Cachable.pm
DBIx-SearchBuilder-0.73/MANIFEST
DBIx-SearchBuilder-0.73/test.pl
DBIx-SearchBuilder-0.73/MANIFEST.SKIP
DBIx-SearchBuilder-0.73/Changes
DBIx-SearchBuilder-0.73/Makefile.PL
DBIx-SearchBuilder-0.73/SearchBuilder.pm
Removing previously used /root/.cpan/build/DBIx-SearchBuilder-0.73

  CPAN.pm: Going to build J/JE/JESSE/DBIx-SearchBuilder-0.73.tar.gz

Checking if your kit is complete...
Looks good
Writing Makefile for DBIx::SearchBuilder
---- Unsatisfied dependencies detected during
[J/JE/JESSE/DBIx-SearchBuilder-0.73.tar.gz] -----
    Class::ReturnValue
Shall I follow them and prepend them to the queue
of modules we are processing right now? [yes] yes
Running make test
  Delayed until after prerequisites
Running make install
  Delayed until after prerequisites
Running install for module Class::ReturnValue
Running make for J/JE/JESSE/Class-ReturnValue-0.40.tar.gz

  CPAN: MD5 security checks disabled because MD5 not installed.
  Please consider installing the MD5 module.

Class-ReturnValue-0.40/
Class-ReturnValue-0.40/Makefile.PL
Class-ReturnValue-0.40/Changes
Class-ReturnValue-0.40/MANIFEST
Class-ReturnValue-0.40/lib/
Class-ReturnValue-0.40/lib/Class/
Class-ReturnValue-0.40/lib/Class/ReturnValue.pm
Class-ReturnValue-0.40/t/
Class-ReturnValue-0.40/t/test.pl
Removing previously used /root/.cpan/build/Class-ReturnValue-0.40

  CPAN.pm: Going to build J/JE/JESSE/Class-ReturnValue-0.40.tar.gz

Checking if your kit is complete...
Looks good
Writing Makefile for Class::ReturnValue
make[1]: Entering directory `/root/.cpan/build/Class-ReturnValue-0.40'
cp lib/Class/ReturnValue.pm blib/lib/Class/ReturnValue.pm
make[1]: Leaving directory `/root/.cpan/build/Class-ReturnValue-0.40'
  /usr/bin/make  -- NOT OK
Running make test
  Can't test without successful make
Running make install
  make had returned bad status, install seems impossible
Running make for J/JE/JESSE/DBIx-SearchBuilder-0.73.tar.gz
  Is already unwrapped into directory
/root/.cpan/build/DBIx-SearchBuilder-0.73

  CPAN.pm: Going to build J/JE/JESSE/DBIx-SearchBuilder-0.73.tar.gz

make[1]: Entering directory `/root/.cpan/build/DBIx-SearchBuilder-0.73'
cp SearchBuilder/Handle/Pg.pm blib/lib/DBIx/SearchBuilder/Handle/Pg.pm
cp SearchBuilder/Handle.pm blib/lib/DBIx/SearchBuilder/Handle.pm
cp SearchBuilder/Handle/mysql.pm blib/lib/DBIx/SearchBuilder/Handle/mysql.pm
cp SearchBuilder.pm blib/lib/DBIx/SearchBuilder.pm
cp SearchBuilder/Record.pm blib/lib/DBIx/SearchBuilder/Record.pm
cp SearchBuilder/Handle/Oracle.pm
blib/lib/DBIx/SearchBuilder/Handle/Oracle.pm
cp SearchBuilder/Record/Cachable.pm
blib/lib/DBIx/SearchBuilder/Record/Cachable.pm
Manifying blib/man3/DBIx::SearchBuilder::Handle.3pm
Manifying blib/man3/DBIx::SearchBuilder::Handle::mysql.3pm
Manifying blib/man3/DBIx::SearchBuilder.3pm
Manifying blib/man3/DBIx::SearchBuilder::Record.3pm
Manifying blib/man3/DBIx::SearchBuilder::Handle::Oracle.3pm
make[1]: Leaving directory `/root/.cpan/build/DBIx-SearchBuilder-0.73'
  /usr/bin/make  -- OK
Running make test
make[1]: Entering directory `/root/.cpan/build/DBIx-SearchBuilder-0.73'
PERL_DL_NONLAZY=1 /usr/bin/perl -Iblib/arch -Iblib/lib
-I/usr/lib/perl5/5.6.1/i386-linux -I/usr/lib/perl5/5.6.1 test.pl
1..6
make[1]: Leaving directory `/root/.cpan/build/DBIx-SearchBuilder-0.73'
  /usr/bin/make test -- NOT OK
Running make install
  make test had returned bad status, won't install without force

Checking for HTML::Entities...found
Checking for MLDBM...found
Checking for Net::Domain...found
Checking for Net::SMTP...found
Checking for Params::Validate 0.02 ...found
Checking for HTML::Mason 1.02 ...found
Checking for CGI::Cookie 1.20 ...found
Checking for Apache::Cookie...found
Checking for Apache::Session 1.53 ...found
Checking for Date::Parse...found
Checking for Date::Format...found
Checking for MIME::Entity 5.108 ...found
Checking for Mail::Mailer 1.20 ...found
Checking for Getopt::Long 2.24 ...found
Checking for Tie::IxHash...found
Checking for Text::Wrapper...found
Checking for Text::Template...found
Checking for File::Spec 0.8 ...found
Checking for Errno...found
Checking for FreezeThaw...found
Checking for File::Temp...found
Checking for Log::Dispatch 1.6 ...found
Checking for DBD::Pg  ...found

--end of snip--

any advise will be welcome!

TIA

Harry




From nevans at fedex.com  Wed Jan  8 11:05:18 2003
From: nevans at fedex.com (Nathan Evans)
Date: Wed, 8 Jan 2003 09:05:18 -0700
Subject: [rt-users] install problem - DBIx::SearchBuilder
In-Reply-To: <60064.10.28.193.3.1042040492.squirrel@franklin.kevigs.lincs.sch.uk>
Message-ID: <00d101c2b72f$bdab9600$c51051c7@ORB>

Looks like its failing during the tests. This may be caused because the
module test will try to logon to mysql as root without a password.

Try to remove the password from mysql (for root) during the install. To
remove the password, "mysql> SET PASSWORD ('')". Don't forget to put it
back :o)


-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of
hburgin at kevigs.lincs.sch.uk
Sent: Wednesday, January 08, 2003 8:42 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] install problem - DBIx::SearchBuilder

I can't seem to get rt installed on my redhat 7.2 box - sorted out all
the
required modules _except_ DBIx::SearchBuilder.  Output from make
testdeps
is:






From jesse at bestpractical.com  Wed Jan  8 11:07:14 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 8 Jan 2003 11:07:14 -0500
Subject: [rt-users] install problem - DBIx::SearchBuilder
In-Reply-To: <60064.10.28.193.3.1042040492.squirrel@franklin.kevigs.lincs.sch.uk>
References: <60064.10.28.193.3.1042040492.squirrel@franklin.kevigs.lincs.sch.uk>
Message-ID: <20030108160714.GX12365@pallas.fsck.com>

The current version of Class::ReturnValue in CPAN has a dependency on
Test::Inline that's not being properly expressed. Force installation of
Class::ReturnValue and you should be good to go.

	-j


On Wed, Jan 08, 2003 at 03:41:32PM -0000, hburgin at kevigs.lincs.sch.uk wrote:
> I can't seem to get rt installed on my redhat 7.2 box - sorted out all the
> required modules _except_ DBIx::SearchBuilder.  Output from make testdeps
> is:
> 
> ---snip---
> /usr/bin/perl ./tools/testdeps -warn Pg
> Checking for Digest::MD5...found
> Checking for Storable...found
> Checking for DBI 1.18 ...found
> Checking for DBIx::DataSource 0.02 ...found
> Checking for DBIx::SearchBuilder 0.48 ....DBIx::SearchBuilder 0.48  not
> installed.
> Checking for HTML::Entities...found
> Checking for MLDBM...found
> Checking for Net::Domain...found
> Checking for Net::SMTP...found
> Checking for Params::Validate 0.02 ...found
> Checking for HTML::Mason 1.02 ...found
> Checking for CGI::Cookie 1.20 ...found
> Checking for Apache::Cookie...found
> Checking for Apache::Session 1.53 ...found
> Checking for Date::Parse...found
> Checking for Date::Format...found
> Checking for MIME::Entity 5.108 ...found
> Checking for Mail::Mailer 1.20 ...found
> Checking for Getopt::Long 2.24 ...found
> Checking for Tie::IxHash...found
> Checking for Text::Wrapper...found
> Checking for Text::Template...found
> Checking for File::Spec 0.8 ...found
> Checking for Errno...found
> Checking for FreezeThaw...found
> Checking for File::Temp...found
> Checking for Log::Dispatch 1.6 ...found
> Checking for DBD::Pg  ...found
> 
> --end of snip--
> 
> so, run make fixdeps which gives me:
> 
> ---snip---
> 
> /usr/bin/perl ./tools/testdeps -fix Pg
> Checking for Digest::MD5...found
> Checking for Storable...found
> Checking for DBI 1.18 ...found
> Checking for DBIx::DataSource 0.02 ...found
> Checking for DBIx::SearchBuilder 0.48 ....DBIx::SearchBuilder 0.48  not
> installed.Installing with CPAN...Going to read /root/.cpan/Metadata
>   Database was generated on Tue, 07 Jan 2003 23:46:49 GMT
> Running install for module DBIx::SearchBuilder
> Running make for J/JE/JESSE/DBIx-SearchBuilder-0.73.tar.gz
> 
>   CPAN: MD5 security checks disabled because MD5 not installed.
>   Please consider installing the MD5 module.
> 
> Scanning cache /root/.cpan/build for sizes
> DBIx-SearchBuilder-0.73/
> DBIx-SearchBuilder-0.73/SearchBuilder/
> DBIx-SearchBuilder-0.73/SearchBuilder/Handle/
> DBIx-SearchBuilder-0.73/SearchBuilder/Handle/Pg.pm
> DBIx-SearchBuilder-0.73/SearchBuilder/Handle/mysql.pm
> DBIx-SearchBuilder-0.73/SearchBuilder/Handle/Oracle.pm
> DBIx-SearchBuilder-0.73/SearchBuilder/Record.pm
> DBIx-SearchBuilder-0.73/SearchBuilder/Handle.pm
> DBIx-SearchBuilder-0.73/SearchBuilder/Record/
> DBIx-SearchBuilder-0.73/SearchBuilder/Record/Cachable.pm
> DBIx-SearchBuilder-0.73/MANIFEST
> DBIx-SearchBuilder-0.73/test.pl
> DBIx-SearchBuilder-0.73/MANIFEST.SKIP
> DBIx-SearchBuilder-0.73/Changes
> DBIx-SearchBuilder-0.73/Makefile.PL
> DBIx-SearchBuilder-0.73/SearchBuilder.pm
> Removing previously used /root/.cpan/build/DBIx-SearchBuilder-0.73
> 
>   CPAN.pm: Going to build J/JE/JESSE/DBIx-SearchBuilder-0.73.tar.gz
> 
> Checking if your kit is complete...
> Looks good
> Writing Makefile for DBIx::SearchBuilder
> ---- Unsatisfied dependencies detected during
> [J/JE/JESSE/DBIx-SearchBuilder-0.73.tar.gz] -----
>     Class::ReturnValue
> Shall I follow them and prepend them to the queue
> of modules we are processing right now? [yes] yes
> Running make test
>   Delayed until after prerequisites
> Running make install
>   Delayed until after prerequisites
> Running install for module Class::ReturnValue
> Running make for J/JE/JESSE/Class-ReturnValue-0.40.tar.gz
> 
>   CPAN: MD5 security checks disabled because MD5 not installed.
>   Please consider installing the MD5 module.
> 
> Class-ReturnValue-0.40/
> Class-ReturnValue-0.40/Makefile.PL
> Class-ReturnValue-0.40/Changes
> Class-ReturnValue-0.40/MANIFEST
> Class-ReturnValue-0.40/lib/
> Class-ReturnValue-0.40/lib/Class/
> Class-ReturnValue-0.40/lib/Class/ReturnValue.pm
> Class-ReturnValue-0.40/t/
> Class-ReturnValue-0.40/t/test.pl
> Removing previously used /root/.cpan/build/Class-ReturnValue-0.40
> 
>   CPAN.pm: Going to build J/JE/JESSE/Class-ReturnValue-0.40.tar.gz
> 
> Checking if your kit is complete...
> Looks good
> Writing Makefile for Class::ReturnValue
> make[1]: Entering directory `/root/.cpan/build/Class-ReturnValue-0.40'
> cp lib/Class/ReturnValue.pm blib/lib/Class/ReturnValue.pm
> make[1]: Leaving directory `/root/.cpan/build/Class-ReturnValue-0.40'
>   /usr/bin/make  -- NOT OK
> Running make test
>   Can't test without successful make
> Running make install
>   make had returned bad status, install seems impossible
> Running make for J/JE/JESSE/DBIx-SearchBuilder-0.73.tar.gz
>   Is already unwrapped into directory
> /root/.cpan/build/DBIx-SearchBuilder-0.73
> 
>   CPAN.pm: Going to build J/JE/JESSE/DBIx-SearchBuilder-0.73.tar.gz
> 
> make[1]: Entering directory `/root/.cpan/build/DBIx-SearchBuilder-0.73'
> cp SearchBuilder/Handle/Pg.pm blib/lib/DBIx/SearchBuilder/Handle/Pg.pm
> cp SearchBuilder/Handle.pm blib/lib/DBIx/SearchBuilder/Handle.pm
> cp SearchBuilder/Handle/mysql.pm blib/lib/DBIx/SearchBuilder/Handle/mysql.pm
> cp SearchBuilder.pm blib/lib/DBIx/SearchBuilder.pm
> cp SearchBuilder/Record.pm blib/lib/DBIx/SearchBuilder/Record.pm
> cp SearchBuilder/Handle/Oracle.pm
> blib/lib/DBIx/SearchBuilder/Handle/Oracle.pm
> cp SearchBuilder/Record/Cachable.pm
> blib/lib/DBIx/SearchBuilder/Record/Cachable.pm
> Manifying blib/man3/DBIx::SearchBuilder::Handle.3pm
> Manifying blib/man3/DBIx::SearchBuilder::Handle::mysql.3pm
> Manifying blib/man3/DBIx::SearchBuilder.3pm
> Manifying blib/man3/DBIx::SearchBuilder::Record.3pm
> Manifying blib/man3/DBIx::SearchBuilder::Handle::Oracle.3pm
> make[1]: Leaving directory `/root/.cpan/build/DBIx-SearchBuilder-0.73'
>   /usr/bin/make  -- OK
> Running make test
> make[1]: Entering directory `/root/.cpan/build/DBIx-SearchBuilder-0.73'
> PERL_DL_NONLAZY=1 /usr/bin/perl -Iblib/arch -Iblib/lib
> -I/usr/lib/perl5/5.6.1/i386-linux -I/usr/lib/perl5/5.6.1 test.pl
> 1..6
> make[1]: Leaving directory `/root/.cpan/build/DBIx-SearchBuilder-0.73'
>   /usr/bin/make test -- NOT OK
> Running make install
>   make test had returned bad status, won't install without force
> 
> Checking for HTML::Entities...found
> Checking for MLDBM...found
> Checking for Net::Domain...found
> Checking for Net::SMTP...found
> Checking for Params::Validate 0.02 ...found
> Checking for HTML::Mason 1.02 ...found
> Checking for CGI::Cookie 1.20 ...found
> Checking for Apache::Cookie...found
> Checking for Apache::Session 1.53 ...found
> Checking for Date::Parse...found
> Checking for Date::Format...found
> Checking for MIME::Entity 5.108 ...found
> Checking for Mail::Mailer 1.20 ...found
> Checking for Getopt::Long 2.24 ...found
> Checking for Tie::IxHash...found
> Checking for Text::Wrapper...found
> Checking for Text::Template...found
> Checking for File::Spec 0.8 ...found
> Checking for Errno...found
> Checking for FreezeThaw...found
> Checking for File::Temp...found
> Checking for Log::Dispatch 1.6 ...found
> Checking for DBD::Pg  ...found
> 
> --end of snip--
> 
> any advise will be welcome!
> 
> TIA
> 
> Harry
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 kamara at eahd.or.ug  Wed Jan  8 11:30:28 2003
From: kamara at eahd.or.ug (Kamara Eric R-M)
Date: Wed, 8 Jan 2003 19:30:28 +0300 (EAT)
Subject: [rt-users] Configuration Problem
In-Reply-To: <20030107145325.33120.qmail@web13704.mail.yahoo.com>
References: <20030107145325.33120.qmail@web13704.mail.yahoo.com>
Message-ID: <20030108192918.V35735-100000@nemesis.eahd.or.ug>

Hi Stan,

Thanx alot...I did just that and now the server starts up just fine.

Regards,
Eric

On Tue, 7 Jan 2003, Stanislav Sinyagin wrote:

> Hi,
>
> this means your Apache is not aware about mod_perl.
> Check the installation instructions regarding Apache setup.
>
> --- Kamara Eric R-M <kamara at eahd.or.ug> wrote:
> > Syntax error on line 562 of /etc/httpd/httpd.conf:
> > Invalid command 'PerlRequire', perhaps mis-spelled or defined by a module
> > not included in the server configuration
> > /usr/sbin/apachectl startssl: httpd could not be started
>
> Regards,
> Stan
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>


From jgedeon at qualcomm.com  Wed Jan  8 11:48:35 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Wed, 08 Jan 2003 08:48:35 -0800
Subject: [rt-users] Removing quoted email text
Message-ID: <5.1.0.14.2.20030108084429.05e7b008@mail1.qualcomm.com>

I have rt 2.0.15 with fast cgi and a mysql backend.

   I was wondering if one could have all the quoted email text stripped out 
and not saved or sent? This is due to the fact that we have a high volume 
of emails where the replies of one person includes all the previous email? 
Ideally on ticket creation I would not strip out the quoted material (since 
that is likely to be a fwd of new data) and then start stripping out all 
other quoted material since it is probably just their mail client auto 
quoting the last email.

Has any one done this? or tackled this problem?

John


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From mda at embratel.net.br  Wed Jan  8 12:45:56 2003
From: mda at embratel.net.br (=?ISO-8859-1?Q?Marco_A_P_D=B4Andrade?=)
Date: Wed, 08 Jan 2003 15:45:56 -0200
Subject: [rt-users] 100's of duplicate database queries? postgresql
References: <200301061359.02918.tarragon@onthe.net.au>	<w523co54ms4.fsf@commerceflow.com>	<200301071657.38526.tarragon@onthe.net.au> <w52of6s3ku5.fsf@foo.yahoo.com>
Message-ID: <3E1C63D4.3030701@embratel.net.br>

I found a similar problem, but I have about 3000 tickets, and 31 users 
and a relative complex acl. My response time is about 6 and 10 seconds.
During debug querys I count about 40 times (cut ... | sort | uniq -c ), 
but wait for have time to debug code.

I don't have time to finish this work, but supose problems around on 
sucessive query's on isa tree
Queue/Ticket -> ACE -> EasySearch -> ACL -> CurrentUser -> User -> 
_HasRight...

If have time to verify, debug the hashkey and expire (10 seconds) on 
Users.pm.

PS: I don't finish this debug, but now my new project use 
DBIx::SearchBuilder ( Thank's Jesse ! It's a great work ! )

Marco Antonio



seph wrote:

>how many users do you have in the system?
>how many watchers on the ticket? you're initial mail didn't say.
>
>seph
>
>Tarragon Allen <tarragon at onthe.net.au> writes:
>
>  
>
>>On Tuesday 07 January 2003 15:16, seph wrote:
>>    
>>
>>>Tarragon Allen <tarragon at onthe.net.au> writes:
>>>      
>>>
>>>>Hi,
>>>>
>>>>I'm presently trying to determine why our version of RT is running so
>>>>slow. At first we thought it was because the system it was running on was
>>>>underpowered, however I've just moved it across to a new high powered
>>>>machine and it's still running dog slow.
>>>>        
>>>>
>>>did you look in the mail archives? Or the faq? they both have some
>>>suggestions.
>>>      
>>>
>>Yes, and yes. As I said, I've looked at the indexes, they appear fine, and 
>>yes, I've looked at the hardware running the show, however it seems to me 
>>that for the size of our database, compared to other discussions where RT is 
>>running slow, we should not be seeing these sorts of slowdowns.
>>
>>It seemed strange to me that RT is making 100's of apparently duplicate 
>>queries for a single "view ticket". Is this normal behaviour, and if so, 
>>wouldn't it be a lot more efficient to do one query and cache it?
>>
>>I came to this list as a last resort after spending quite a lot of time trying 
>>to determine what was wrong myself.
>>
>>t
>>-- 
>>GPG: http://n12turbo.com/tarragon/public.key
>>    
>>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.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 oculan.com  Wed Jan  8 12:35:36 2003
From: ben at oculan.com (Benjamin Reed)
Date: Wed, 8 Jan 2003 12:35:36 -0500
Subject: [rt-users] strange behavior with CC's
Message-ID: <98AB4A20-232F-11D7-96F2-00039357AAEE@oculan.com>

I'm running rt 2.0.15, and I'm having trouble with mail not getting 
sent for certain CC's.

The queue's group rights have "Everyone" set to CommentOnTicket, 
ReplyToTicket, and Watch.  The queue has 5 admincc's who receive all 
mail.

No matter how I change around rights, the *only* people who seem able 
to receive mail from tickets in this queue are 1. the requestor, and 2. 
the admincc's.  I'm trying to cc a user who's not on the admincc list, 
and it just goes into the aether.



From modle at ara.com  Wed Jan  8 14:12:45 2003
From: modle at ara.com (Matt Odle)
Date: Wed, 8 Jan 2003 12:12:45 -0700
Subject: [rt-users] FW: User could not be created
Message-ID: <0a1b01c2b749$ed1a3ad0$630f633f@ara.wan>

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

The following is the error I get when trying to mail the following
alias.
swdsupport: "|/usr/local/rt2/bin/rt-mailgate --queue swdsupport
- --action correspond"

> -----Original Message-----
> From: "RT::Correspond???????????????????? 
> [mailto:"RT::Correspond????????????????????] 
> Sent: Wednesday, January 08, 2003 12:08 PM
> To: matto at bagend.swd.ara.com
> Subject: User could not be created
> 
> 
> User creation failed in mailgateway: No permission to create users
>

I am running sendmail on FreeBSD, with the proper link in the smrsh
directory.  I've opened up the permissions in the mysql database
fully for testing, and email from users already in the database works
great.  Any ideas on what else could be going on?  Thanks, Matt 

-----BEGIN PGP SIGNATURE-----
Version: PGP 7.1.1

iQA/AwUBPhx4LXImbWuVz95HEQJANgCfVp7h0srMIHehhG4FuQZC5A028CUAn3Ft
a7Mf30hPPit085NK+LMNKMGc
=xvi8
-----END PGP SIGNATURE-----
 
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From mk at calcentral.com  Wed Jan  8 15:53:15 2003
From: mk at calcentral.com (Matthew Kalastro)
Date: Wed,  8 Jan 2003 12:53:15 -0800
Subject: [rt-users] error on ticket creation
In-Reply-To: <20030108192918.V35735-100000@nemesis.eahd.or.ug>
Message-ID: <r01050300-0922-26E56F81230811D79DA3FA68250B07ED@[128.114.55.182]>

Hi,

My RT users are getting an "Internal Server Error" when the create new tickets
through the SelfService interface.  The ticket does get created, and I'm seeing
this in apache's logs:

[Wed Jan  8 12:41:40 2003] [error] Operation `""': no method found, argument in
overloaded package overload::Fake at /home/local/perl5.8/lib/5.8.0/overload.pm l
ine 94.

I couldn't find an RT module that "use['s] overload;", so I'm scratching my
head.  Any clues as to where to start?

I'm using RT 2.0.15, mod_perl 1.27, and perl 5.8.  I just upgraded perl, apache
and mod_perl, and this might be related.

Any help appreciated.

Thanks a lot,
Matt



From pdh at snapgear.com  Wed Jan  8 17:15:00 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 9 Jan 2003 08:15:00 +1000
Subject: [rt-users] Removing quoted email text
In-Reply-To: <5.1.0.14.2.20030108084429.05e7b008@mail1.qualcomm.com>
References: <5.1.0.14.2.20030108084429.05e7b008@mail1.qualcomm.com>
Message-ID: <20030108221500.GA444@luggage.internal.moreton.com.au>

John Gedeon wrote:
>   I was wondering if one could have all the quoted email text stripped out 
> and not saved or sent? This is due to the fact that we have a high volume 
> of emails where the replies of one person includes all the previous email? 
> Ideally on ticket creation I would not strip out the quoted material (since 
> that is likely to be a fwd of new data) and then start stripping out all 
> other quoted material since it is probably just their mail client auto 
> quoting the last email.

Horses for courses; I'd recommend using procmail (or similar) to
do this before rt-mailgate gets hold of the message.
-- 
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 gm at efn.org  Wed Jan  8 18:45:28 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Wed, 8 Jan 2003 15:45:28 -0800 (PST)
Subject: [rt-users] Search for dead tickets fails?
Message-ID: <Pine.GSU.4.21.0301081544280.9613-100000@garcia.efn.org>

Running RT 2.0.14,  A search for dead tickets fails to find any, though
there are dead tickets, and entering a number for one pulls it up.

Bug?



From rich+rt at lafferty.ca  Wed Jan  8 19:43:09 2003
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Wed, 8 Jan 2003 19:43:09 -0500
Subject: [rt-users] Search for dead tickets fails?
In-Reply-To: <Pine.GSU.4.21.0301081544280.9613-100000@garcia.efn.org>; from gm@efn.org on Wed, Jan 08, 2003 at 03:45:28PM -0800
References: <Pine.GSU.4.21.0301081544280.9613-100000@garcia.efn.org>
Message-ID: <20030108194309.A20551@lafferty.ca>

On Wed, Jan 08, 2003 at 03:45:28PM -0800, Seth Cohn, EFN General Manager <gm at efn.org> wrote:
> Running RT 2.0.14,  A search for dead tickets fails to find any, though
> there are dead tickets, and entering a number for one pulls it up.
> 
> Bug?

It's dead, Jim!

Dead tickets won't ever appear in the web interface by design. The
only difference between "dead" and "deleted" is that you can't
delete tickets without affecting referential integrity.

You might be able to use the commandline tool to see them or the
API directly -- I'm not near somewhere I can test. :-)

  -Rich

-- 
Rich Lafferty --------------+-----------------------------------------------
 Ottawa, Ontario, Canada    |  Save the Pacific Northwest Tree Octopus!
 http://www.lafferty.ca/    |    http://zapatopi.net/treeoctopus.html
rich at lafferty.ca -----------+-----------------------------------------------


From gm at efn.org  Wed Jan  8 20:20:40 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Wed, 8 Jan 2003 17:20:40 -0800 (PST)
Subject: [rt-users] Search for dead tickets fails?
In-Reply-To: <20030108194309.A20551@lafferty.ca>
Message-ID: <Pine.GSU.4.21.0301081718400.9613-100000@garcia.efn.org>

On Wed, 8 Jan 2003, Rich Lafferty wrote:

> > Running RT 2.0.14,  A search for dead tickets fails to find any, though
> > there are dead tickets, and entering a number for one pulls it up.
> > 
> > Bug?
> 
> It's dead, Jim!
> 
> Dead tickets won't ever appear in the web interface by design.

Except it _will_ appear if you enter the number in the web interface.

You can also _select_ Dead as a status option in search, but it's a bogus
option and never works.  This seems like a bug.  Either the option
shouldn't be visible, or it should work.

> The
> only difference between "dead" and "deleted" is that you can't
> delete tickets without affecting referential integrity.

I agree with that.  I'm working on a spamfiltering tool to kill spam
tickets (based on the autoresponse bounce) and I did a search and noticed
'hey, wait a sec...."




From jgedeon at qualcomm.com  Wed Jan  8 20:21:22 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Wed, 08 Jan 2003 17:21:22 -0800
Subject: [rt-users] Login Form
Message-ID: <5.1.0.14.2.20030108171957.036dd8d8@mail1.qualcomm.com>

When users of our rt system log in via a webbrowser on a windows machine 
they can hit enter to submit with out selecting the button; however unix 
users via the same webform cannot simply hit enter. Is there a way to fix that?
John


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From rich+rt at lafferty.ca  Wed Jan  8 20:37:41 2003
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Wed, 8 Jan 2003 20:37:41 -0500
Subject: [rt-users] Login Form
In-Reply-To: <5.1.0.14.2.20030108171957.036dd8d8@mail1.qualcomm.com>; from jgedeon@qualcomm.com on Wed, Jan 08, 2003 at 05:21:22PM -0800
References: <5.1.0.14.2.20030108171957.036dd8d8@mail1.qualcomm.com>
Message-ID: <20030108203741.B20551@lafferty.ca>

On Wed, Jan 08, 2003 at 05:21:22PM -0800, John Gedeon <jgedeon at qualcomm.com> wrote:
>
> When users of our rt system log in via a webbrowser on a windows
> machine they can hit enter to submit with out selecting the button;
> however unix users via the same webform cannot simply hit enter. Is
> there a way to fix that?

Whether or not to submit based on user action is the decision of
the browser, not the server; the short answer is to use a browser
that does that. The long answer would list browsers that do --
Opera and Phoenix (and thus Mozilla) appear to do so for me.

  -Rich

-- 
Rich Lafferty --------------+-----------------------------------------------
 Ottawa, Ontario, Canada    |  Save the Pacific Northwest Tree Octopus!
 http://www.lafferty.ca/    |    http://zapatopi.net/treeoctopus.html
rich at lafferty.ca -----------+-----------------------------------------------


From pdh at snapgear.com  Wed Jan  8 20:50:11 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 9 Jan 2003 11:50:11 +1000
Subject: [rt-users] strange behavior with CC's
In-Reply-To: <98AB4A20-232F-11D7-96F2-00039357AAEE@oculan.com>
References: <98AB4A20-232F-11D7-96F2-00039357AAEE@oculan.com>
Message-ID: <20030109015011.GE444@luggage.internal.moreton.com.au>

Benjamin Reed wrote:
> No matter how I change around rights, the *only* people who seem able 
> to receive mail from tickets in this queue are 1. the requestor, and 2. 
> the admincc's.  I'm trying to cc a user who's not on the admincc list, 
> and it just goes into the aether.

Do you have the appropriate scrips configured?

http://fsck.com/rtfm/article.html?id=2#215
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Wed Jan  8 20:58:40 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 9 Jan 2003 11:58:40 +1000
Subject: [rt-users] FW: User could not be created
In-Reply-To: <0a1b01c2b749$ed1a3ad0$630f633f@ara.wan>
References: <0a1b01c2b749$ed1a3ad0$630f633f@ara.wan>
Message-ID: <20030109015840.GF444@luggage.internal.moreton.com.au>

Matt Odle wrote:
> > User creation failed in mailgateway: No permission to create users

This shouldn't be possible, unless your $RT::SystemUser (RT_System) has
been munged in the database.

mysql> select Name, Privileged, Disabled  from Users where Privileged = 2;

should show RT_System and Nobody, neither one disabled. Does it?
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Wed Jan  8 21:30:55 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 9 Jan 2003 12:30:55 +1000
Subject: [rt-users] [Mason] Cannot resolve file to component ?
In-Reply-To: <3E06C35A.5020308@netcologne.de>
References: <3E031701.8060703@netcologne.de> <20021222233203.GP472@luggage.internal.moreton.com.au> <3E06C35A.5020308@netcologne.de>
Message-ID: <20030109023055.GG444@luggage.internal.moreton.com.au>

Two weeks ago, Emre Bastuz wrote:
> For others to follow this thread, a complete Vhost config for
> usage of rt2 with fastcgi might look like this:
> 
> <VirtualHost 192.168.0.1:80>
>         AddHandler fastcgi-script fcgi
>         DocumentRoot /usr/local/rt2/WebRT/html
>         ServerName rt2-test.somehost.de
>         FastCgiServer /usr/local/rt2/bin/mason_handler.fcgi
>         Alias /NoAuth/images/ /usr/local/rt2/WebRT/html/NoAuth/images/
>         ScriptAlias / /usr/local/rt2/bin/mason_handler.fcgi/
>         PerlModule Apache::DBI
>         <Location />
>          PerlHandler RT::Mason
>         </Location>
> </VirtualHost>

This can't be correct, either. There's still mod_perlisms there.
PerlModule and PerlHandler aren't applicable to fcgi.

Aside from that, everything appears to be in order.
My AddHandler and FastCgiServer directives appear outside the
VirtualHost; I'm not sure that it really matters one way or
the other (anyone?)

For the record (and to add to the confusion), here's a config
that works with fcgi, with no trace of mod_perl loaded:

LoadModule fastcgi_module     libexec/apache/mod_fastcgi.so
AddModule mod_fastcgi.c

<IfModule mod_mime.c>
    <IfModule mod_fastcgi.c>
        AddHandler fastcgi-script fcgi
        FastCgiServer /usr/local/rt2/bin/mason_handler.fcgi -idle-timeout 300
    </IfModule>
</IfModule>

<VirtualHost *>
    DocumentRoot /usr/local/rt2/WebRT/html
    ServerName rt.example.com
    Alias /NoAuth/images/ /usr/local/rt2/WebRT/html/NoAuth/images/
    <IfModule mod_fastcgi.c>
        ScriptAlias / /usr/local/rt2/bin/mason_handler.fcgi/
    </IfModule>
</VirtualHost>


(can anyone improve on this for the doco? :-)
-- 
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 khera at kcilink.com  Wed Jan  8 21:41:25 2003
From: khera at kcilink.com (Vivek Khera)
Date: Wed, 8 Jan 2003 21:41:25 -0500
Subject: [rt-users] Search for dead tickets fails?
In-Reply-To: <20030108194309.A20551@lafferty.ca>
References: <Pine.GSU.4.21.0301081544280.9613-100000@garcia.efn.org>
	<20030108194309.A20551@lafferty.ca>
Message-ID: <15900.57685.241901.161343@yertle.kciLink.com>

>>>>> "RL" == Rich Lafferty <rich+rt at lafferty.ca> writes:

RL> only difference between "dead" and "deleted" is that you can't
RL> delete tickets without affecting referential integrity.

Sure you can, as long as your DB enforces RI for you, using foreign
keys.  I posted a bunch of suitable FK's here a while back.  Of
course, this assumes you have a DB that is capable of it.


From khera at kcilink.com  Wed Jan  8 21:44:48 2003
From: khera at kcilink.com (Vivek Khera)
Date: Wed, 8 Jan 2003 21:44:48 -0500
Subject: [rt-users] Login Form
In-Reply-To: <5.1.0.14.2.20030108171957.036dd8d8@mail1.qualcomm.com>
References: <5.1.0.14.2.20030108171957.036dd8d8@mail1.qualcomm.com>
Message-ID: <15900.57888.579961.929124@yertle.kciLink.com>

>>>>> "JG" == John Gedeon <jgedeon at qualcomm.com> writes:

JG> When users of our rt system log in via a webbrowser on a windows machine 
JG> they can hit enter to submit with out selecting the button; however unix 
JG> users via the same webform cannot simply hit enter. Is there a way to fix that?

Use the same web client on your unix boxes and you'll get the same
behavior.

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 gm at efn.org  Thu Jan  9 03:13:23 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Thu, 9 Jan 2003 00:13:23 -0800 (PST)
Subject: [rt-users] Error in log
Message-ID: <Pine.GSU.4.21.0301090012390.9613-100000@garcia.efn.org>

I'm seeing a bunch of the following error.  Any suggestion on how to track
it down better?

[Thu Jan  9 08:02:07 2003] [crit]: Can't bind a reference
(Class::ReturnValue=HASH(0x8894fa8)) at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 376, <STDIN> line 29.

[Thu Jan  9 08:03:34 2003] [crit]: Can't bind a reference
(Class::ReturnValue=HASH(0x88941c8)) at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 376, <STDIN> line 24.




From binand at gmx.net  Thu Jan  9 03:43:45 2003
From: binand at gmx.net (Binand Raj S.)
Date: Thu, 9 Jan 2003 14:13:45 +0530
Subject: [rt-users] Correspondence to a nonexistent ticket ID
Message-ID: <20030109084345.GB2484@binand.cysphere.com>

Hi All,

Off late, I have been pestering this list with my efforts to migrate
RT from one domain to another. :) Thanks for all the help. One last
question (hopefully, that is).

My old $rtname is xxx.com and my new $rtname is yyy.com. We have decided
not to migrate the old tickets (among other things, we moved from mysql
to RHDB - one of the reasons for this decision). I was experimenting
with ways of dealing with correspondence on the old tickets that will
inevitable land on the new system. I tried to send a mail with subject
[yyy.com #nnn], where nnn is a non-existent ticket. For which I got a
reply which just said "Permission Denied".

Now that is not very intuitive. How do I customise that?

Binand



From bruce_campbell at ripe.net  Thu Jan  9 04:59:39 2003
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 9 Jan 2003 10:59:39 +0100 (CET)
Subject: [rt-users] Search for dead tickets fails?
In-Reply-To: <Pine.GSU.4.21.0301081718400.9613-100000@garcia.efn.org>
Message-ID: <Pine.LNX.4.44.0301091046190.4531-100000@x22.ripe.net>

On Wed, 8 Jan 2003, Seth Cohn, EFN General Manager wrote:

> On Wed, 8 Jan 2003, Rich Lafferty wrote:
>
> > > Running RT 2.0.14,  A search for dead tickets fails to find any, though
> > > there are dead tickets, and entering a number for one pulls it up.
> >
> > Dead tickets won't ever appear in the web interface by design.
>
> Except it _will_ appear if you enter the number in the web interface.
>
> You can also _select_ Dead as a status option in search, but it's a bogus
> option and never works.  This seems like a bug.  Either the option
> shouldn't be visible, or it should work.

Ok, lets clarify that:

	'Dead Tickets cannot be retrieved by searching for them, in RT as
	 shipped.'

This is done by a special case in the RT::Tickets->Next() method, which
goes for the Next ticket when it encounters a dead one, eg:

$ grep -A 3 'dead' lib/RT/Tickets.pm
            #Make sure we _never_ show dead tickets
            #TODO we should be doing this in the where clause.
            #but you can't do multiple clauses on the same field just yet :/

            if ($Ticket->Status eq 'dead') {
                return($self->Next());
            }
            elsif ($Ticket->CurrentUserHasRight('ShowTicket')) {

Of course, there are three lines in the above that you could comment out,
if you wanted to retrieve 'dead' tickets via searches.

> > The
> > only difference between "dead" and "deleted" is that you can't
> > delete tickets without affecting referential integrity.
>
> I agree with that.  I'm working on a spamfiltering tool to kill spam
> tickets (based on the autoresponse bounce) and I did a search and noticed
> 'hey, wait a sec...."

Oooh, thats nifty, but wouldn't the bounce take a long time occasionally?

( eg, the sending domain exists, but isn't responding on port 25.  Your
  local MTA would then wait a default of 8 hours before returning a
  warning message.  Ditto for false positives when a customer sends from
  their private domain complaining that their mail is down; you'd kill
  their ticket because their mail is bouncing ;) )

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security



From bruce_campbell at ripe.net  Thu Jan  9 05:13:12 2003
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 9 Jan 2003 11:13:12 +0100 (CET)
Subject: [rt-users] Removing quoted email text
In-Reply-To: <5.1.0.14.2.20030108084429.05e7b008@mail1.qualcomm.com>
Message-ID: <Pine.LNX.4.44.0301081904040.14216-100000@x22.ripe.net>

On Wed, 8 Jan 2003, John Gedeon wrote:

>    I was wondering if one could have all the quoted email text stripped out
> and not saved or sent? This is due to the fact that we have a high volume
> of emails where the replies of one person includes all the previous email?

That sounds like you have an environment where people are continually
using MS (spit, ptoui) Outlook and similar mailers.  By default, these
mailers encourage people to top-post, and to leave all the 'quoted' reply
text at the bottom.

However, in such an environment, you have two things in your favour.  The
first is that the MS (spit, ptoui) default idea of 'quoting' a previous
message is to have it not indented by anything at all.  Thus, the 'quoted'
text is just the same as the text that they received.

Secondly, RT by default won't quote any text after a .signature separator,
being '-- ' on a line of its own (ref lib/RT/Attachment.pm and
lib/RT/Transaction.pm) .

Thus, you can limit the excessive quoting of previous messages, by
ensuring that your .signatures (as stored by RT in your per-User
preferences, and put at the bottom of each reply) has a line of '-- '.

However, the long term solution is to hit them repeatedly over the head
with multiple copies of RFC1855, Netiquette Guidelines, until they cease
such annoying behaviour.

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From js138 at eng.cam.ac.uk  Thu Jan  9 07:50:40 2003
From: js138 at eng.cam.ac.uk (J. Sloan)
Date: Thu, 9 Jan 2003 12:50:40 +0000 (GMT)
Subject: [rt-users] NotifyAllWatchers query.
Message-ID: <Pine.HPX.4.33L.0301091248010.7764-100000@punch.eng.cam.ac.uk>

If I set up the Scrip:

OnCorrespond NotifyAllWatchers with template Correspondance

then what seems to happen is that the requestor and the AdminCCs get an
email with the correspondance in it.

This is perfect except that the AdminCCs appear to be CCed rather than
BCCed as advertised and desired.

Now looking at Notify.pm it appears that they should be BCCed, so I
speculate that there is something amiss in the way my MTA is being
invoked.

It's exim 4 using the settings:

$MailCommand = 'sendmailpipe';
$SendmailArguments="-oi -t";
$SendmailPath = "/usr/sbin/sendmail";

Where /usr/sbin/sendmail is a link to the exim binary as you might expect.

Anyone else run into this?

Thanks.

John



From binand at gmx.net  Thu Jan  9 09:38:39 2003
From: binand at gmx.net (Binand Raj S.)
Date: Thu, 9 Jan 2003 20:08:39 +0530
Subject: [rt-users] Random Password template
Message-ID: <20030109143839.GC4038@binand.cysphere.com>

Hi All,

I was trying to use Jesse's Random Password template, but it doesn't work :(

The template is here:

http://lists.fsck.com/pipermail/rt-doc-workers/2002-November/000198.html

I added a scrip

OnCreate AutoreplyToRequestors with template RandomPassword 

but everyone gets a mail saying an internal error occured. :(

RT is 2.0.15, RHDB 2.1 (postgres), fastcgi.

Thanks,

Binand



From jonesy at CS.Princeton.EDU  Thu Jan  9 09:48:39 2003
From: jonesy at CS.Princeton.EDU (Brian Jones)
Date: Thu, 9 Jan 2003 09:48:39 -0500
Subject: [rt-users] notification of correspondence to person performing action --also, mail commands?
Message-ID: <70773201-23E1-11D7-A657-000393DAC578@cs.princeton.edu>

hi all,

I'm running RT 2.0.14, and we've been using RT in general for quite 
some time now.  In the newer versions, however, we've all noted two 
rather large changes that we'd like to somehow hack into the newer 
version (it 'just worked'(tm) in the older versions):

1.  Some of us deal with RT almost exclusively via email.  However, in 
this version, if I reply to a ticket, everyone gets that correspondence 
except for me!  Everyone in my group would like the ability to have the 
whole thread, including our replies, in our RT mail folders, but for 
the life of me I can't determine the proper place in the code to make 
this change.  Sifting through all this terminology and code is 
non-trivial.  Can I do this with some simple scrip?  Has someone done 
this?  Did I miss this in the manual?  I read it!

2.  Since we upgraded, the old % commands we used to be able to put in 
our emails don't work.  Was this feature deprecated?  Can I get it back 
somehow?

Thanks for any input here.
brian.



From binand at gmx.net  Thu Jan  9 09:57:18 2003
From: binand at gmx.net (Binand Raj S.)
Date: Thu, 9 Jan 2003 20:27:18 +0530
Subject: [rt-users] Random Password template
In-Reply-To: <20030109143839.GC4038@binand.cysphere.com>
References: <20030109143839.GC4038@binand.cysphere.com>
Message-ID: <20030109145718.GD4038@binand.cysphere.com>

On Thu, Jan 09, 2003 at 08:08:39PM +0530, Binand Raj S. wrote:
> Hi All,
> 
> I was trying to use Jesse's Random Password template, but it doesn't work :(
> 
> The template is here:
> 
> http://lists.fsck.com/pipermail/rt-doc-workers/2002-November/000198.html
> 
> I added a scrip
> 
> OnCreate AutoreplyToRequestors with template RandomPassword 
> 
> but everyone gets a mail saying an internal error occured. :(

The exact text is 

An internal error has occurred. RT was not able to set a password for you.
Please contact your local RT administrator for assistance.

I have granted EveryOne ModifySelf right too.

Binand



From hwagener at hamburg.fcb.com  Thu Jan  9 10:16:01 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 9 Jan 2003 16:16:01 +0100
Subject: [rt-users] Random Password template
In-Reply-To: <20030109145718.GD4038@binand.cysphere.com>
Message-ID: <43A16DD4-23E5-11D7-97BE-003065DC18B8@hamburg.fcb.com>

Am Donnerstag, 09.01.03 um 15:57 Uhr schrieb Binand Raj S.:

> On Thu, Jan 09, 2003 at 08:08:39PM +0530, Binand Raj S. wrote:
>> Hi All,
>>
>> I was trying to use Jesse's Random Password template, but it doesn't  
>> work :(
>>
>> The template is here:
>>
>> http://lists.fsck.com/pipermail/rt-doc-workers/2002-November/ 
>> 000198.html
>>
>> I added a scrip
>>
>> OnCreate AutoreplyToRequestors with template RandomPassword
>>
>> but everyone gets a mail saying an internal error occured. :(
>
> The exact text is
>
> An internal error has occurred. RT was not able to set a password for  
> you.
> Please contact your local RT administrator for assistance.
>
> I have granted EveryOne ModifySelf right too.
>

You should set $logToFile = 'debug' in config.pm to get more  
information. Don't forget to stop and start apache after doing so.  
Then, try agan, and see if there is more information in the log(s).

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



From modle at ara.com  Thu Jan  9 10:29:28 2003
From: modle at ara.com (Matt Odle)
Date: Thu, 9 Jan 2003 08:29:28 -0700
Subject: [rt-users] FW: User could not be created
In-Reply-To: <20030109015840.GF444@luggage.internal.moreton.com.au>
Message-ID: <090201c2b7f3$e608d670$630f633f@ara.wan>

I have
RT_System Privileged=2, Disabled = 0
Nobody	Privileged=2, Disabled = 0

SO that looks correct right?  Thanks for your help, Matt
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com 
> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Phil Homewood
> Sent: Wednesday, January 08, 2003 6:59 PM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] FW: User could not be created
> 
> 
> Matt Odle wrote:
> > > User creation failed in mailgateway: No permission to create users
> 
> This shouldn't be possible, unless your $RT::SystemUser 
> (RT_System) has been munged in the database.
> 
> mysql> select Name, Privileged, Disabled  from Users where 
> Privileged = 
> mysql> 2;
> 
> should show RT_System and Nobody, neither one disabled. Does it?
> -- 
> Phil Homewood, Systems Janitor, www.SnapGear.com 
> pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 
> SnapGear - Custom Embedded Solutions and Security Appliances 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com 
> http://lists.fsck.com/mailman/listinfo/rt-> users
> 
> Have you 
> read the FAQ? The RT FAQ Manager lives at 
> http://fsck.com/rtfm
> 




From jgedeon at qualcomm.com  Thu Jan  9 11:57:33 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Thu, 09 Jan 2003 08:57:33 -0800
Subject: [rt-users] History display order
Message-ID: <5.1.0.14.2.20030109085607.03727928@mail1.qualcomm.com>

Is there a way to add a link or button which will reverse the order of how 
the history is displayed?
I have users who want both. I found that the default is set in 
Transactios.pm but I can't seem to find a way to set that based on a 
variable via the web.

John


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From hakimsoso at yahoo.com  Thu Jan  9 12:05:52 2003
From: hakimsoso at yahoo.com (kh es)
Date: Thu, 9 Jan 2003 09:05:52 -0800 (PST)
Subject: [rt-users] Server error
Message-ID: <20030109170552.97881.qmail@web14710.mail.yahoo.com>


Hi

I installed RT on RedHat 7.2 as stated in "Full install notes for RedHat 7.2" in Installtion Guide, but when I try to log to web page i get this error :

Internal Server Error

What is this error for?



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From darren at boston.com  Thu Jan  9 12:08:02 2003
From: darren at boston.com (darren chamberlain)
Date: Thu, 9 Jan 2003 12:08:02 -0500
Subject: [rt-users] History display order
In-Reply-To: <5.1.0.14.2.20030109085607.03727928@mail1.qualcomm.com>
References: <5.1.0.14.2.20030109085607.03727928@mail1.qualcomm.com>
Message-ID: <20030109-72127671bf71978e725d0c357163364f@mail.boston.com>

* John Gedeon <jgedeon at qualcomm.com> [2003-01-09 11:58]:
> Is there a way to add a link or button which will reverse the order of how 
> the history is displayed?
> I have users who want both. I found that the default is set in 
> Transactios.pm but I can't seem to find a way to set that based on a 
> variable via the web.

Warning: I'm using an ancient version of rt2; locations in file may have
changed.

Look at $RT/WebRT/html/Tickets/Elements/ShowHistory, which does:

  %while (my $Transaction = $Transactions->Next) {
      <& ShowTransaction, ... &>
  %}

(I've trimmed significantly.)

You can just (conditionally) reverse the order of the transactions.
Replace the while line above with something like this:

  % my @transactions;
  % while (my $Transaction = $Transactions->Next) {
  %     push @transactions, $Transaction;
  % }
  % # $ARGV{'reverse'} is your parameter indicating reverse history order
  % if ($ARGS{'reverse'}) {  
  %     @transactions = reverse @transactions;
  % }

  % foreach my $Transaction (@transactions) {

And then continue with the rest of the template.

(darren)

-- 
I disapprove of what you say, but I will defend to the death your
right to say it.
    -- S.G. Tallentyre


From bpinksto at centenary.edu  Thu Jan  9 12:44:55 2003
From: bpinksto at centenary.edu (Brad Pinkston)
Date: Thu, 9 Jan 2003 11:44:55 -0600
Subject: [rt-users] Correspondence Denied
Message-ID: <003201c2b806$d24f4480$8d5ac4cc@gents.centenary.edu>

When I reply to correspondence sent through RT I get permission denied email
sent back.  How do I allow anyone to reply to the correspondence RT sends
out and that to append to the referenced work order.

Brad Pinkston
Centenary College of LA
Firewall/Network Administrator
IT Department
(318) 869-5003
bpinksto at centenary.edu



From jgedeon at qualcomm.com  Thu Jan  9 12:57:59 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Thu, 09 Jan 2003 09:57:59 -0800
Subject: [rt-users] History display order
In-Reply-To: <20030109-72127671bf71978e725d0c357163364f@mail.boston.com>
References: <5.1.0.14.2.20030109085607.03727928@mail1.qualcomm.com>
 <5.1.0.14.2.20030109085607.03727928@mail1.qualcomm.com>
Message-ID: <5.1.0.14.2.20030109092147.0372a770@mail1.qualcomm.com>

What I ended up doing is the following.

In the file Ticket/History.html
...
  <& /Ticket/Elements/ShowHistory , Ticket => $Ticket,  ShowHeaders => 
$ARGS{'ShowHeaders'},
                                                       URIFile => 
'History.html'
                                              +       , Order => 
$ARGS{'Order'} &>
...
in file Ticket/Elemenets/ShowHistory:
...
  %  if ($ShowHeaders ...
  FullHeaders</a>]
  % }
   % if ($Order eq 'asc') {
   [<a href = "<%$URIFile%>?id=<%Ticket->id>&Order=desc">Descending</a>]
   % } else {
   more options like that
   % }
  ....
  <%INIT>
    my $Transactios = $Ticket->Transactions;
+ $Transactions->OrderBy ( ALIAS => 'main', FIELD => 'Created' , ORDER => 
"$Order");
     my $i;
  </%INIT>
...
  <%ARGS>
   ...
    $ShowHeaders => undef
+ $Order => 'asc'
    $Collapsed => undef
    ...
  </%ARGS>

$Order is set by the link. by defaut its ASC and clicking the link makes it 
DESC and vice versa. (now if i can make it a user preference so that their 
preference can be saved that would be good.)

At 09:08 AM 1/9/2003, darren chamberlain wrote:
>* John Gedeon <jgedeon at qualcomm.com> [2003-01-09 11:58]:
> > Is there a way to add a link or button which will reverse the order of how
> > the history is displayed?
> > I have users who want both. I found that the default is set in
> > Transactios.pm but I can't seem to find a way to set that based on a
> > variable via the web.
>
>Warning: I'm using an ancient version of rt2; locations in file may have
>changed.
>
>Look at $RT/WebRT/html/Tickets/Elements/ShowHistory, which does:
>
>   %while (my $Transaction = $Transactions->Next) {
>       <& ShowTransaction, ... &>
>   %}
>
>(I've trimmed significantly.)
>
>You can just (conditionally) reverse the order of the transactions.
>Replace the while line above with something like this:
>
>   % my @transactions;
>   % while (my $Transaction = $Transactions->Next) {
>   %     push @transactions, $Transaction;
>   % }
>   % # $ARGV{'reverse'} is your parameter indicating reverse history order
>   % if ($ARGS{'reverse'}) {
>   %     @transactions = reverse @transactions;
>   % }
>
>   % foreach my $Transaction (@transactions) {
>
>And then continue with the rest of the template.
>
>(darren)
>
>--
>I disapprove of what you say, but I will defend to the death your
>right to say it.
>     -- S.G. Tallentyre
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.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 jgedeon at qualcomm.com  Thu Jan  9 12:59:57 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Thu, 09 Jan 2003 09:59:57 -0800
Subject: [rt-users] Server error
In-Reply-To: <20030109170552.97881.qmail@web14710.mail.yahoo.com>
Message-ID: <5.1.0.14.2.20030109095844.03745098@mail1.qualcomm.com>

That error could mean anything, You should start by checking the apache web 
server error log files and the rt systems log files to see if you can get a 
more detailed error message.

John
At 09:05 AM 1/9/2003, you wrote:

>Hi
>
>I installed RT on RedHat 7.2 as stated in "Full install notes for RedHat 
>7.2" in Installtion Guide, but when I try to log to web page i get this error :
>
>Internal Server Error
>
>What is this error for?
>
>
>
>Do you Yahoo!?
><http://rd.yahoo.com/mail/mailsig/*http://mailplus.yahoo.com>Yahoo! Mail 
>Plus - Powerful. Affordable. 
><http://rd.yahoo.com/mail/mailsig/*http://mailplus.yahoo.com>Sign up now


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From omehegan at perseus.com  Thu Jan  9 16:05:27 2003
From: omehegan at perseus.com (Owen B. Mehegan)
Date: Thu, 9 Jan 2003 16:05:27 -0500
Subject: [rt-users] Trouble setting up AutoAssign
In-Reply-To: <OEELKBDDOBEGAODKCPOMAEJHCGAA.omehegan@perseus.com>
Message-ID: <OEELKBDDOBEGAODKCPOMMEKICGAA.omehegan@perseus.com>

Does anyone have any suggestions on this? I've messed around with it for a
few days and had no luck.

/Owen

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Owen B. Mehegan
Sent: Friday, January 03, 2003 2:17 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Trouble setting up AutoAssign


I'm trying to set up the AutoAssign scripaction and having no luck so far.
Here's what I've done:

1. Ran AutoAssign.pm.insertdata; it returned no errors.
2. Put AutoAssign.pm in /usr/local/rt2/lib/RT/Action and gave it the same
ownership and permissions as the other scrips in there
3. Assigned myself as a CC watcher to the Customers queue
4. Set up a scrip in that queue that says OnCreate AutoAssign with template
Correspondence

When I run 'perl AutoAssign.pm' I get no errors, when the RT logs have no
errors in them, but when I create a ticket in the Customers queue, it
remains assigned to Nobody rather than being reassigned to me.

I have a feeling that I've just configured this wrong or am using it wrong.
Can anyone give me some pointers? Thanks in advance.

/Owen

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 gm at efn.org  Thu Jan  9 16:43:57 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Thu, 9 Jan 2003 13:43:57 -0800 (PST)
Subject: [rt-users] Search for dead tickets fails?
In-Reply-To: <Pine.LNX.4.44.0301091046190.4531-100000@x22.ripe.net>
Message-ID: <Pine.GSU.4.21.0301091338470.9613-100000@garcia.efn.org>

On Thu, 9 Jan 2003, Bruce Campbell wrote:

> Ok, lets clarify that:
> 
> 	'Dead Tickets cannot be retrieved by searching for them, in RT as
> 	 shipped.'
> 
> This is done by a special case in the RT::Tickets->Next() method, which
> goes for the Next ticket when it encounters a dead one, eg:
> 
> $ grep -A 3 'dead' lib/RT/Tickets.pm
>             #Make sure we _never_ show dead tickets
>             #TODO we should be doing this in the where clause.
>             #but you can't do multiple clauses on the same field just yet :/
> 
>             if ($Ticket->Status eq 'dead') {
>                 return($self->Next());
>             }
>             elsif ($Ticket->CurrentUserHasRight('ShowTicket')) {

Thank you, that was the code I was looking for.

> Of course, there are three lines in the above that you could comment out,
> if you wanted to retrieve 'dead' tickets via searches.

yet another 'little' tweak to the system I guess.

> > I agree with that.  I'm working on a spamfiltering tool to kill spam
> > tickets (based on the autoresponse bounce) and I did a search and noticed
> > 'hey, wait a sec...."
> 
> Oooh, thats nifty, but wouldn't the bounce take a long time occasionally?

Agreed.  it's not the best solution, _but_ short of spamfiltering the
queue mail before it gets to RT, it's a good attempt.

> ( eg, the sending domain exists, but isn't responding on port 25.  Your
>   local MTA would then wait a default of 8 hours before returning a
>   warning message.

True.  Same for spam with a valid return address (or one that doesn't
generate a bounce at least).

>  Ditto for false positives when a customer sends from
>   their private domain complaining that their mail is down; you'd kill
>   their ticket because their mail is bouncing ;) )

I'm planning on modifying the kill script (which simply filters the bounce
address, looks for MAILER-DAEMON and the ticket #, and calls rt
commandline) to avoid killing 'local' domains.

But yes, this is one reason I want to be able to search dead tickets.

-- 
## 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 talklists at index-s.de  Thu Jan  9 16:50:23 2003
From: talklists at index-s.de (Stefan Seiz)
Date: Thu, 09 Jan 2003 22:50:23 +0100
Subject: [rt-users] automatically adding new email tickets to a specific queue based
 on sender email-address
Message-ID: <BA43AD2F.1A413%talklists@index-s.de>

Hi,

is it somehow possible (using rt 2.11) to automatically assign tickets
incoming via email to a Specific Queue based on the requesters from-address?

What I want to achieve is, that any request from user at domain.dom is added to
queue "domain", but an request from me at home.dom is assigned to queue "home".

Thanks
Stefan
PS: plese CC me, I'm on Digest

--
<http://www.StefanSeiz.com>
Spamto: <bin at imd.net>



From pdh at snapgear.com  Thu Jan  9 17:37:52 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 10 Jan 2003 08:37:52 +1000
Subject: [rt-users] automatically adding new email tickets to a specific queue based on sender email-address
In-Reply-To: <BA43AD2F.1A413%talklists@index-s.de>
References: <BA43AD2F.1A413%talklists@index-s.de>
Message-ID: <20030109223752.GA448@luggage.internal.moreton.com.au>

Stefan Seiz wrote:
> What I want to achieve is, that any request from user at domain.dom is added to
> queue "domain", but an request from me at home.dom is assigned to queue "home".

Sounds like yet another job for procmail...

:0
* ^From: .*@domain\.dom
| /path/to/rt-mailgate --queue domain --action correspond

:0
* ^From: .*@home\.dom
| /path/to/rt-mailgate --queue home --action correspond

:0
| /path/to/rt-mailgate --queue default --action correspond
-- 
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 jgedeon at qualcomm.com  Thu Jan  9 18:07:00 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Thu, 09 Jan 2003 15:07:00 -0800
Subject: [rt-users] Adding a preference
Message-ID: <5.1.0.14.2.20030109150433.036eb418@mail1.qualcomm.com>

I have a preference I would like to store for each user. I added a column 
to the Users table. I have a function In User.pm that is supposed to return 
it. However I cannot figure out how to access that attribute of the current 
user? is it possible?

my function so far is

sub Order
{
    my $self = shift;
    my $o = '';
    $o = $self->_Value('HistoryOrder');
     return $o;
}

HistoryOrder is the column I want to get?

John


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From pdh at snapgear.com  Thu Jan  9 19:48:30 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 10 Jan 2003 10:48:30 +1000
Subject: [rt-users] notification of correspondence to person performing action --also, mail commands?
In-Reply-To: <70773201-23E1-11D7-A657-000393DAC578@cs.princeton.edu>
References: <70773201-23E1-11D7-A657-000393DAC578@cs.princeton.edu>
Message-ID: <20030110004830.GD448@luggage.internal.moreton.com.au>

Brian Jones wrote:
> I'm running RT 2.0.14, and we've been using RT in general for quite 
> some time now.  In the newer versions, however, we've all noted two 
> rather large changes that we'd like to somehow hack into the newer 
> version (it 'just worked'(tm) in the older versions):

It sounds like you're upgrading from 1.x?

> 1.  Some of us deal with RT almost exclusively via email.  However, in 
> this version, if I reply to a ticket, everyone gets that correspondence 
> except for me!  Everyone in my group would like the ability to have the 
> whole thread, including our replies, in our RT mail folders, but for 
> the life of me I can't determine the proper place in the code to make 
> this change.  Sifting through all this terminology and code is 
> non-trivial.  Can I do this with some simple scrip?  Has someone done 
> this?  Did I miss this in the manual?  I read it!

I've just added this to the FAQ:
http://fsck.com/rtfm/article.html?id=5#73

> 2.  Since we upgraded, the old % commands we used to be able to put in 
> our emails don't work.  Was this feature deprecated?  Can I get it back 
> somehow?

http://fsck.com/rtfm/article.html?id=5#76

-- 
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 gm at efn.org  Thu Jan  9 21:53:24 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Thu, 9 Jan 2003 18:53:24 -0800 (PST)
Subject: [rt-users] escalate/EscalatePriority vs sql_rt2_escalator.pl
Message-ID: <Pine.GSU.4.21.0301091847530.9613-100000@garcia.efn.org>

I'm looking at 2 different tools to handle Priority bumping:

The pair of escalate (as a daily cron)  and EscalatePriority.pm

or 

sql_rt2_escalator.pl

It seems the advantage of escalate/EP.pm is that it uses RT to make the
changes.  I'm wanting to using IfPriorityExceeds scrips too, and I guess
(but I'm not sure if I'm correct) that using those will trigger when the
escalate script runs, as it increments as it increments each ticket in
turn.

On the other hand, the sql method is much faster, I'd think, since it's a
just a simple direct SQL update.  Am I correct that the IfPriority's won't
trigger, until the ticket is otherwise 'touched'?

Anyone using one or the other have any comments/suggestions?





From bobby at wrennest.com  Thu Jan  9 22:13:17 2003
From: bobby at wrennest.com (Bobby Wrenn)
Date: Thu, 09 Jan 2003 21:13:17 -0600
Subject: [rt-users] What happened after reboot
Message-ID: <3E1E3A4D.3CDE58F4@wrennest.com>

This is starting to make me crazy.

After trying to install RT on the latest RedHat and Mandrake I tried
RedHat 7.2. That didn't work so, I installed RH7.3 (fresh install) I
satisfied all the dependencies and installed rt2. After the install I
connected to the WebRT server and added a user. I then shut down the
system and moved it. After bringing it up again the web page would not
load.

executing:
--------------
[root at bigbird bwrenn]# /usr/local/rt2/bin/webmux.pl
/usr/local/rt2/bin/webmux.pl: use: command not found
/usr/local/rt2/bin/webmux.pl: {PATH}: command not found
/usr/local/rt2/bin/webmux.pl: {CDPATH}: command not found
/usr/local/rt2/bin/webmux.pl: {SHELL}: command not found
/usr/local/rt2/bin/webmux.pl: {ENV}: command not found
/usr/local/rt2/bin/webmux.pl: {IFS}: command not found
/usr/local/rt2/bin/webmux.pl: package: command not found
/usr/local/rt2/bin/webmux.pl: line 18: syntax error near unexpected
token `qw(-'/usr/local/rt2/bin/webmux.pl: line 18: `use CGI
qw(-private_tempfiles); #bring this in before mason, to make sure we'

--------------
That is where it ends. I must need to restart something else I just
don't know what.

When trying to load the web page I get:
------------
Internal Server Error

The server encountered an internal error or misconfiguration and was
unable to complete your request.

Please contact the server administrator, root at localhost and inform them
of the time the error occurred, and anything you might
have done that may have caused the error.

More information about this error may be available in the server error
log.

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

Help!
Bobby


From bruce_campbell at ripe.net  Fri Jan 10 03:41:34 2003
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 10 Jan 2003 09:41:34 +0100 (CET)
Subject: [rt-users] What happened after reboot
In-Reply-To: <3E1E3A4D.3CDE58F4@wrennest.com>
Message-ID: <Pine.LNX.4.44.0301100940270.28211-100000@x22.ripe.net>

On Thu, 9 Jan 2003, Bobby Wrenn wrote:

> executing:
> --------------
> [root at bigbird bwrenn]# /usr/local/rt2/bin/webmux.pl
> /usr/local/rt2/bin/webmux.pl: use: command not found

eh?

Does webmux.pl have a #! line as the very first line, pointing to a valid
version of perl on your system?

eg:

	#!/usr/bin/perl

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security



From bruce_campbell at ripe.net  Fri Jan 10 03:48:31 2003
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 10 Jan 2003 09:48:31 +0100 (CET)
Subject: [rt-users] Search for dead tickets fails?
In-Reply-To: <Pine.GSU.4.21.0301091338470.9613-100000@garcia.efn.org>
Message-ID: <Pine.LNX.4.44.0301100941550.28211-100000@x22.ripe.net>

On Thu, 9 Jan 2003, Seth Cohn, EFN General Manager wrote:

> On Thu, 9 Jan 2003, Bruce Campbell wrote:
>
> > > I agree with that.  I'm working on a spamfiltering tool to kill spam
> > > tickets (based on the autoresponse bounce) and I did a search and noticed
> > > 'hey, wait a sec...."
> >
> > Oooh, thats nifty, but wouldn't the bounce take a long time occasionally?
>
> Agreed.  it's not the best solution, _but_ short of spamfiltering the
> queue mail before it gets to RT, it's a good attempt.

Run the mail through a spam filter, then have Rt (or RT's procmailrc) do
stuff basic on your spamfilter's headers.

Eg, all mail here passes through SpamAssassin, then our installation of RT
essentially does:

	If got SpamAssassin 4 stars or more ; then
		If got '^\s*Received:' in the body ; then
			Mark as Spam Complaint
			Bounce to Autoresponder
		else
			Mark as Spam
		fi
		Mark as Resolved
	else
		Other stuff, such as sending autoack
	fi

> > ( eg, the sending domain exists, but isn't responding on port 25.  Your
> >   local MTA would then wait a default of 8 hours before returning a
> >   warning message.
>
> True.  Same for spam with a valid return address (or one that doesn't
> generate a bounce at least).

Although this could be reduced by tweaking your MTA to return a warning to
RT comparitively quickly.

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security



From greg at dreamlabs.co.nz  Fri Jan 10 04:01:10 2003
From: greg at dreamlabs.co.nz (Greg Elisara)
Date: Fri, 10 Jan 2003 22:01:10 +1300
Subject: [rt-users] Precedence setting for email headers
Message-ID: <BA44F326.3166%greg@dreamlabs.co.nz>

Hi All,


From kamara at eahd.or.ug  Fri Jan 10 06:00:02 2003
From: kamara at eahd.or.ug (Kamara Eric R-M)
Date: Fri, 10 Jan 2003 14:00:02 +0300 (EAT)
Subject: [rt-users] Server error
In-Reply-To: <20030109170552.97881.qmail@web14710.mail.yahoo.com>
References: <20030109170552.97881.qmail@web14710.mail.yahoo.com>
Message-ID: <20030110135501.Q70658-100000@nemesis.eahd.or.ug>

Hi,
If you look at the error log file for your webserver, do you see an error
like this one?

[error] Can't write to '/var/log/rt2/rt.log0': Permission denied at
/usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/File.pm line 72.

If that is the case, then you need to set the appropriate permissions on
the rt logfile.Otherwise please try to look at your webserver error log
and look for rt related errorr,

Regards,
Eric

 On Thu, 9 Jan 2003, kh es wrote:

>
> Hi
>
> I installed RT on RedHat 7.2 as stated in "Full install notes for RedHat 7.2" in Installtion Guide, but when I try to log to web page i get this error :
>
> Internal Server Error
>
> What is this error for?
>
>
>
> ---------------------------------
> Do you Yahoo!?
> Yahoo! Mail Plus - Powerful. Affordable. Sign up now


From binand at gmx.net  Fri Jan 10 07:41:42 2003
From: binand at gmx.net (Binand Raj S.)
Date: Fri, 10 Jan 2003 18:11:42 +0530
Subject: [rt-users] Random Password template
In-Reply-To: <43A16DD4-23E5-11D7-97BE-003065DC18B8@hamburg.fcb.com>
References: <20030109145718.GD4038@binand.cysphere.com> <43A16DD4-23E5-11D7-97BE-003065DC18B8@hamburg.fcb.com>
Message-ID: <20030110124142.GG6881@binand.cysphere.com>

On Thu, Jan 09, 2003 at 04:16:01PM +0100, Harald Wagener wrote:
> You should set $logToFile = 'debug' in config.pm to get more  
> information. Don't forget to stop and start apache after doing so.  
> Then, try agan, and see if there is more information in the log(s).

Well, thanks. I figured the problem (and recording here for posterity :)
Should I file this as a bug in RT?

The issue was a hardcoded password length limit in RT/lib/User.pm. I had

$MinimumPasswordLength = "8";

in my etc/config.pm. But, in RT/lib/User.pm, we have:

my $pass = $self->GenerateRandomPassword(6,8);

Thus, more often than not, the random passwords thus generated were less
than 8 characters.

I changed the template to print out $pass in case of error too, to figure
this out.

For my purpose, this patch is enough. Everyone gets 8 character
passwords. YMMV. Ideally, User.pm should use $MinimumPasswordLength and
$MaximumPasswordLength (which defaults to two more than the minimum :)

--- lib/RT/User.pm.old  Fri Jan 10 07:23:50 2003
+++ lib/RT/User.pm      Fri Jan 10 07:23:56 2003
@@ -315,7 +315,7 @@
        return (0, "Permission Denied");
     }

-    my $pass = $self->GenerateRandomPassword(6,8);
+    my $pass = $self->GenerateRandomPassword(8,8);

     # If we have "notify user on


Binand



From jonesy at CS.Princeton.EDU  Fri Jan 10 09:55:11 2003
From: jonesy at CS.Princeton.EDU (Brian Jones)
Date: Fri, 10 Jan 2003 09:55:11 -0500
Subject: [rt-users] notification of correspondence to person performing action --also, mail commands?
In-Reply-To: <20030110004830.GD448@luggage.internal.moreton.com.au>
Message-ID: <847011C2-24AB-11D7-BB64-000393DAC578@cs.princeton.edu>

On Thursday, January 9, 2003, at 07:48 PM, Phil Homewood wrote:

> It sounds like you're upgrading from 1.x?

Yes, we upgraded some number of months ago, and are just now getting 
around to doing some work on it.

>
> I've just added this to the FAQ:
> http://fsck.com/rtfm/article.html?id=5#73

Great.  I commented out these lines, but I'm not seeing any change.  
Then I realized that '$creator' is only referenced in that file, so I 
commented out the creation of '$creator', just above the lines you said 
to comment out, where it starts out 'my $creator = 
...->EmailAddress()'.  Still no change that I can see.  I tested 
creating a problem ticket via email, replying to a problem ticket via 
email, replying via the web interface, then taking ownership of the 
ticket and doing all of that while I owned the ticket (just in case).  
I didn't receive any mail at all :-(   Did I forget to do something?

I'm still not seeing a change, but I'll have to check out the logs I 
guess (when I find them... this is my first venture into RT's 
structure, so excuse my ignorance.


> http://fsck.com/rtfm/article.html?id=5#76

This is helpful, thanks a lot for the pointer...

brian




From rthompson at interpublic.com  Fri Jan 10 10:19:46 2003
From: rthompson at interpublic.com (Ray Thompson)
Date: Fri, 10 Jan 2003 09:19:46 -0600
Subject: [rt-users] automatically adding new email tickets to a specific queue  based on sender email-address
Message-ID: <H8I80200.C16@omamail1.truenorth.com>

Probably not what you're looking for but we have a perl script that compares the sender to our directory and sets the queue based on the ou of the user.  If that person's not in our directory then the ticket is placed in the "General" queue.

/etc/mail/aliases:
support: "|/opt/rt2/bin/pickque"

/opt/rt2/bin/pickque:
#!/usr/bin/perl

my $filter = "";

$random = int( rand(64000) ) + 1;

open(OUTFILE,">/tmp/msg$random.txt") or die "Can't open output file $!";
while ($line = <STDIN>) {

        if ($line =~ /From:/) {
                $filter = "uid=";
                ($w1,$w2) = split("<",$line);
                ($uid,$domain) = split("@",$w2);
                $filter .= $uid;
                $entry = `ldapsearch -b \"o=True North\" -s sub -h chidir1 $filter dn`;
                $queue="general";
                if ($entry) {
                        $dn=$entry;
                        if ($dn =~ /Asia Pacific/) {
                                $queue = "Region - Asia/Pacific";
                        }
                        if ($dn =~ /Europe/) {
                                $queue = "Region - Europe";
                        }
                        if ($dn =~ /Latin America/) {
                                $queue = "Region - South America";
                        }
                        if ($dn =~ /North America/) {
                                $queue = "Region - North America";
                        }
                }
                #print "$queue\n";
        }
        print OUTFILE $line;
}
close OUTFILE;
$result = `/opt/rt2/bin/rt-mailgate --queue \'$queue\' --action correspond < /tmp/msg$random.txt`;
unlink "/tmp/msg$random.txt";



> -----Original Message-----
> From: rt-users-admin at lists.fsck.com 
> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Stefan Seiz
> Sent: Thursday, January 09, 2003 3:50 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] automatically adding new email tickets to 
> a specific queue based on sender email-address
> 
> 
> Hi,
> 
> is it somehow possible (using rt 2.11) to automatically 
> assign tickets incoming via email to a Specific Queue based 
> on the requesters from-address?
> 
> What I want to achieve is, that any request from 
> user at domain.dom is added to queue "domain", but an request 
> from me at home.dom is assigned to queue "home".
> 
> Thanks
> Stefan
> PS: plese CC me, I'm on Digest
> 
> --
> <http://www.StefanSeiz.com>
> Spamto: <bin at imd.net>
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com 
> http://lists.fsck.com/mailman/listinfo/rt-> users
> 
> Have you 
> read the FAQ? The RT FAQ Manager lives at 
> http://fsck.com/rtfm
> 



From jgedeon at qualcomm.com  Fri Jan 10 11:44:20 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Fri, 10 Jan 2003 08:44:20 -0800
Subject: [rt-users] Adding a status.
In-Reply-To: <A033C4B4B90ABC4B92D2A73ED3115651130485@EXCHANGER.ciphergen
 .com>
Message-ID: <5.1.0.14.2.20030110084256.036de1a0@mail1.qualcomm.com>

A quick way to do this would be to just make use of the keyword selections. 
there is a nice tutorial at
http://fsck.com/rtfm/article.html?id=4#149

HTH
John

At 09:09 AM 11/4/2002, you wrote:
>Is it possible to add another status type? I've got a group of users that
>would like another status type to use for marking tickets of interest. They
>mainly want to build a knowledge base. I haven't had an opportunity to look
>at the TemplateAnswers (Looks like that's what everyone suggests for KB) in
>contrib yet. They're pretty intent on just having another status type.
>
>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


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From jgedeon at qualcomm.com  Fri Jan 10 11:56:34 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Fri, 10 Jan 2003 08:56:34 -0800
Subject: [rt-users] Additional field in User details
In-Reply-To: <Pine.LNX.4.21.0210021704190.11863-100000@mail.zerolag.com>
Message-ID: <5.1.0.14.2.20030110085330.05da0b78@mail1.qualcomm.com>

I too have been working at getting this exact thing to work as well. I 
managed to do all the stuff same as Sean and am stuck with a similar 
problem. I cannot seem to figure out how to access the column that is in 
the database. I added a function to User.pm that was called Order (thats 
the name of my field that I wish to add) and have it return a default 
value, that fixes the error from mason that I got, however I cant seem to 
get the data into or out of the db.

Any help is welcomed.
John

At 04:12 PM 10/2/2002, you wrote:
>Hiya,
>
>I've run into a problem I can't seem to resolve. I would appreciate any
>help anyone can offer. I'm running RT 2.0.13.
>
>I'm looking to add an additional field to the Users table to keep track of
>the names of the employees that are using that username. It might sound
>obscure, but it's pretty important to the scheme I'm working with.
>
>---
>
>So, I added a row for it in the database like this:
>
>mysql> alter table Users add Employees blob;
>mysql> insert into Users (Employees) VALUES(NULL);
>
>---
>
>Next, I opened up User.pm and added a corresponding entry for "Employees":
>vi /usr/local/rt/lib/RT/User.pm
>
>   my %Cols = (
>               # {{{ Core RT info
>               Name => 'public/read/write/admin',
>               Password => 'write',
>               Comments => 'read/write/admin',
>               Employees => 'read/write/admin',
>---
>
>Next, I added this statement to Admin/Users/Modify.html to display the
>Employees field.
>
><TEXTAREA name="Employees" COLS=80 ROWS=5
>WRAP=VIRTUAL><%$UserObj->Employees%></TEXTAREA>
>
>and at the bottom:
>
>$Employees=> undef
></%ARGS>
>
>---
>
>But I got the following error on that page:
>
>Mason error
>
>component stack:   /Admin/Users/Modify.html [standard]
>/autohandler [standard]
>
>code
>stack:   /usr/local/rt/WebRT/data/obj/STANDARD/Admin/Users/Modify.html:332
>/usr/local/rt/WebRT/data/obj/STANDARD/autohandler:69
>
>
>misc info:   error while executing /Admin/Users/Modify.html [standard]:
>
>---
>
>As a side note, I was able to replace the "Employees" with a previously
>created, but unused value. For instance - I replaced it with Creator
>(which was a valid field, but isn't usually displayed at all on
>Modify.html) and it worked fine.
>
>By the way, here's autohandler:69
>
>68    else {
>69        $m->call_next;
>70    }
>
>
>---
>
>I would appreciate any help on this issue. It has me greatly befuddled.
>
>Thanks.
>Sean Byron
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.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 gm at efn.org  Fri Jan 10 12:39:40 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Fri, 10 Jan 2003 09:39:40 -0800 (PST)
Subject: [rt-users] notification of correspondence to person performing
 action --also, mail commands?
In-Reply-To: <847011C2-24AB-11D7-BB64-000393DAC578@cs.princeton.edu>
Message-ID: <Pine.GSU.4.21.0301100937330.17623-100000@garcia.efn.org>

On Fri, 10 Jan 2003, Brian Jones wrote:

> > http://fsck.com/rtfm/article.html?id=5#73
> 
> Great.  I commented out these lines, but I'm not seeing any change.  
> Then I realized that '$creator' is only referenced in that file, so I 
> commented out the creation of '$creator', just above the lines you said 
> to comment out, where it starts out 'my $creator = 
> ...->EmailAddress()'.  Still no change that I can see.  I tested 
> creating a problem ticket via email, replying to a problem ticket via 
> email, replying via the web interface, then taking ownership of the 
> ticket and doing all of that while I owned the ticket (just in case).  
> I didn't receive any mail at all :-(   Did I forget to do something?
> 
> I'm still not seeing a change, but I'll have to check out the logs I 
> guess (when I find them... this is my first venture into RT's 
> structure, so excuse my ignorance.

You probably need to restart apache (or apache-ssl) because of
mod_perl.  You changed a perl code module, and it's not loading the new
version yet.

Seth




From jgedeon at qualcomm.com  Fri Jan 10 13:07:23 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Fri, 10 Jan 2003 10:07:23 -0800
Subject: [rt-users] Additional field in User details
Message-ID: <5.1.0.14.2.20030110100651.036d6008@mail1.qualcomm.com>

I found that in my function Order I can call $self->__Value(dbfield) and 
get almost any data. I can show the name email creator user id etc but it 
returns null for my Order field. If i login in to the database i can see 
that the field is not null what else do I need to change?

Previous changes.
John

>At 08:56 AM 1/10/2003, you wrote:
>>I too have been working at getting this exact thing to work as well. I 
>>managed to do all the stuff same as Sean and am stuck with a similar 
>>problem. I cannot seem to figure out how to access the column that is in 
>>the database. I added a function to User.pm that was called Order (thats 
>>the name of my field that I wish to add) and have it return a default 
>>value, that fixes the error from mason that I got, however I cant seem to 
>>get the data into or out of the db.
>>
>>Any help is welcomed.
>>John
>>
>>At 04:12 PM 10/2/2002, you wrote:
>>>Hiya,
>>>
>>>I've run into a problem I can't seem to resolve. I would appreciate any
>>>help anyone can offer. I'm running RT 2.0.13.
>>>
>>>I'm looking to add an additional field to the Users table to keep track of
>>>the names of the employees that are using that username. It might sound
>>>obscure, but it's pretty important to the scheme I'm working with.
>>>
>>>---
>>>
>>>So, I added a row for it in the database like this:
>>>
>>>mysql> alter table Users add Employees blob;
>>>mysql> insert into Users (Employees) VALUES(NULL);
>>>
>>>---
>>>
>>>Next, I opened up User.pm and added a corresponding entry for "Employees":
>>>vi /usr/local/rt/lib/RT/User.pm
>>>
>>>   my %Cols = (
>>>               # {{{ Core RT info
>>>               Name => 'public/read/write/admin',
>>>               Password => 'write',
>>>               Comments => 'read/write/admin',
>>>               Employees => 'read/write/admin',
>>>---
>>>
>>>Next, I added this statement to Admin/Users/Modify.html to display the
>>>Employees field.
>>>
>>><TEXTAREA name="Employees" COLS=80 ROWS=5
>>>WRAP=VIRTUAL><%$UserObj->Employees%></TEXTAREA>
>>>
>>>and at the bottom:
>>>
>>>$Employees=> undef
>>></%ARGS>
>>>
>>>---
>>>
>>>But I got the following error on that page:
>>>
>>>Mason error
>>>
>>>component stack:   /Admin/Users/Modify.html [standard]
>>>/autohandler [standard]
>>>
>>>code
>>>stack:   /usr/local/rt/WebRT/data/obj/STANDARD/Admin/Users/Modify.html:332
>>>/usr/local/rt/WebRT/data/obj/STANDARD/autohandler:69
>>>
>>>
>>>misc info:   error while executing /Admin/Users/Modify.html [standard]:
>>>
>>>---
>>>
>>>As a side note, I was able to replace the "Employees" with a previously
>>>created, but unused value. For instance - I replaced it with Creator
>>>(which was a valid field, but isn't usually displayed at all on
>>>Modify.html) and it worked fine.
>>>
>>>By the way, here's autohandler:69
>>>
>>>68    else {
>>>69        $m->call_next;
>>>70    }
>>>
>>>
>>>---
>>>
>>>I would appreciate any help on this issue. It has me greatly befuddled.
>>>
>>>Thanks.
>>>Sean Byron
>>>
>>>_______________________________________________
>>>rt-users mailing list
>>>rt-users at lists.fsck.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;"
>


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From js138 at eng.cam.ac.uk  Fri Jan 10 13:14:43 2003
From: js138 at eng.cam.ac.uk (J. Sloan)
Date: Fri, 10 Jan 2003 18:14:43 +0000 (GMT)
Subject: [rt-users] Messages to multiple queues.
Message-ID: <Pine.HPX.4.33L.0301101812550.2380-100000@punch.eng.cam.ac.uk>

Here's an interesting one.

If I send a message to two rt-entrypoints then two tickets are created -
one in each queue.  All fair and dandy, and everyone who ought to see the
message does so.

However if I reply to a ticket and CC a second ticket entrypoint (for
information) then that CC is effectively silently ignored, since the
ticket is delivered to the first queue and only it's scrips are actioned.

Does anyone have a stock solution to this problem?

Thanks.

John




From jgedeon at qualcomm.com  Fri Jan 10 16:08:15 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Fri, 10 Jan 2003 13:08:15 -0800
Subject: [rt-users] RT Connect failure
Message-ID: <5.1.0.14.2.20030110125405.05897e40@mail1.qualcomm.com>

I am trying to set up rt so that it will use Oracle as a backend. during 
the install rt connects and creates the schema but uppon trying to insert 
the data if fails saing the following:

/local/mnt/workspace/rtdev/bin/perl -I//local/mnt/workspace/rtdev/rt2/etc 
-I//local/mnt/workspace/rtdev/rt2/lib 
//local/mnt/workspace/rtdev/rt2/etc/insertdata
DBI connect('dbname=KDQCTDEV;host=winchester;port=1524','restrack',...) 
failed: Can't connect using this syntax without specifying a HOST and a SID 
at 
/local/mnt/workspace/rtdev/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm 
line 119
Connect Failed Can't connect using this syntax without specifying a HOST 
and a SID
at //local/mnt/workspace/rtdev/rt2/etc/insertdata line 27
*** Error code 255
make: Fatal error: Command failed for target `insert'


what else do I need to set?
I have other scripts which can connect using this install of perl and 
dbd::oracle....
John


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From jgedeon at qualcomm.com  Fri Jan 10 17:57:35 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Fri, 10 Jan 2003 14:57:35 -0800
Subject: [rt-users] Database handle destroyed
Message-ID: <5.1.0.14.2.20030110145505.05e714a8@mail1.qualcomm.com>

I have an oracle db running and finally got rt to successfully connect to 
it. however during the uploading of the default data, the system user is 
destroyed when i get an error saying that the database handle was destroyed 
with out a disconnect at line 281 of Handle.pm I am triying to figure out 
what happend but cant. the insertdata script doesn't try to disconnect from 
the db untill the end but I am not sure where it does's something to ruin 
the dbhandle.
Help any one?

John


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From jgedeon at qualcomm.com  Fri Jan 10 18:18:02 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Fri, 10 Jan 2003 15:18:02 -0800
Subject: [rt-users] Database handle destroyed
In-Reply-To: <5.1.0.14.2.20030110145505.05e714a8@mail1.qualcomm.com>
Message-ID: <5.1.0.14.2.20030110151712.0578e860@mail1.qualcomm.com>

Solved this problem.
there is a DBConnect() in insertdata and oracle needs a disconnect just 
before that other wise it fails.

John

At 02:57 PM 1/10/2003, you wrote:
>I have an oracle db running and finally got rt to successfully connect to 
>it. however during the uploading of the default data, the system user is 
>destroyed when i get an error saying that the database handle was 
>destroyed with out a disconnect at line 281 of Handle.pm I am triying to 
>figure out what happend but cant. the insertdata script doesn't try to 
>disconnect from the db untill the end but I am not sure where it does's 
>something to ruin the dbhandle.
>Help any one?
>
>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 john at trdlnk.com  Fri Jan 10 18:23:52 2003
From: john at trdlnk.com (John Giles)
Date: Fri, 10 Jan 2003 17:23:52 -0600
Subject: [rt-users] [err]: Couldn't load from the users database.
Message-ID: <20030110232352.GA17554@trdlnk.com>

Help.
I have a major problem.  My RT2 on RH 8.0 with MySQL was 
working great.  Now it doesn't send any emails and I get 
this error when I take ownership of a ticket.
----
[err]: Couldn't load from the users database.
----

I manually deleted a number of unwanted usernames from
within MySQL that has their password set to *NO-PASSWORD*
(because I noticed there were a lot of SPAM addresses).
I must have removed a few important Users, Nobody and root.

I believe I can fix this problem if I can recreate the
base Users table for RT2... Most importantly 'Nobody' 
and 'root'.  I found $RT/etc/insertdata and recreated 
the two users based off that script but still no go. 

I can promise the Users tables the only RT2 table I 
issued a delete command on.

Please reply to john at trdlnk.com AND the RT list with all
emails.

John Giles
john at trdlnk.com



From wash at wananchi.biz  Sat Jan 11 07:23:31 2003
From: wash at wananchi.biz (Odhiambo Washington)
Date: Sat, 11 Jan 2003 15:23:31 +0300
Subject: [rt-users] Random Password template
In-Reply-To: <20030110124142.GG6881@binand.cysphere.com>
References: <20030109145718.GD4038@binand.cysphere.com> <43A16DD4-23E5-11D7-97BE-003065DC18B8@hamburg.fcb.com> <20030110124142.GG6881@binand.cysphere.com>
Message-ID: <20030111122331.GH888@ns2.wananchi.com>

* Binand Raj S. <binand at gmx.net> [20030110 15:45]: wrote:
> On Thu, Jan 09, 2003 at 04:16:01PM +0100, Harald Wagener wrote:
> > You should set $logToFile = 'debug' in config.pm to get more  
> > information. Don't forget to stop and start apache after doing so.  
> > Then, try agan, and see if there is more information in the log(s).
> 
> Well, thanks. I figured the problem (and recording here for posterity :)
> Should I file this as a bug in RT?


Hello Binand,

I've used the same template and it works, but when I login to the web ui,
no tickets are displayed. There are three tabs for [Open requests] [Closed requests]
and [New request] but no ticket is shown at all.

Any clues as to why?

Thanks


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


From binand at gmx.net  Sat Jan 11 07:42:25 2003
From: binand at gmx.net (Binand Raj S.)
Date: Sat, 11 Jan 2003 18:12:25 +0530
Subject: [rt-users] Random Password template
In-Reply-To: <20030111122331.GH888@ns2.wananchi.com>
References: <20030109145718.GD4038@binand.cysphere.com> <43A16DD4-23E5-11D7-97BE-003065DC18B8@hamburg.fcb.com> <20030110124142.GG6881@binand.cysphere.com> <20030111122331.GH888@ns2.wananchi.com>
Message-ID: <20030111124225.GB11568@binand.cysphere.com>

On Sat, Jan 11, 2003 at 03:23:31PM +0300, Odhiambo Washington wrote:
> I've used the same template and it works, but when I login to the web ui,
> no tickets are displayed. There are three tabs for [Open requests] [Closed requests]
> and [New request] but no ticket is shown at all.

It didn't work for me because for my installation, the minimum password
length is 8 whereas the template as published generates passwords between
6-8 characters.  This probably has nothing to do with your installation.

Do you have SeeQueue right for EveryOne group in your queue or globally?

Configuration->Queues->Your Queue->Group Rights->Everyone.

I have CreateTicket, ReplyToTicket and SeeQueue rights for Everyone.

Binand



From wash at wananchi.biz  Sat Jan 11 08:42:24 2003
From: wash at wananchi.biz (Odhiambo Washington)
Date: Sat, 11 Jan 2003 16:42:24 +0300
Subject: [rt-users] Random Password template
In-Reply-To: <20030111124225.GB11568@binand.cysphere.com>
References: <20030109145718.GD4038@binand.cysphere.com> <43A16DD4-23E5-11D7-97BE-003065DC18B8@hamburg.fcb.com> <20030110124142.GG6881@binand.cysphere.com> <20030111122331.GH888@ns2.wananchi.com> <20030111124225.GB11568@binand.cysphere.com>
Message-ID: <20030111134224.GJ888@ns2.wananchi.com>

* Binand Raj S. <binand at gmx.net> [20030111 15:42]: wrote:
> On Sat, Jan 11, 2003 at 03:23:31PM +0300, Odhiambo Washington wrote:
> > I've used the same template and it works, but when I login to the web ui,
> > no tickets are displayed. There are three tabs for [Open requests] [Closed requests]
> > and [New request] but no ticket is shown at all.
> 
> It didn't work for me because for my installation, the minimum password
> length is 8 whereas the template as published generates passwords between
> 6-8 characters.  This probably has nothing to do with your installation.
> 
> Do you have SeeQueue right for EveryOne group in your queue or globally?
> 
> Configuration->Queues->Your Queue->Group Rights->Everyone.
> 
> I have CreateTicket, ReplyToTicket and SeeQueue rights for Everyone.



This is correct. In the testing process I figured it out.



        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 hakimsoso at yahoo.com  Sat Jan 11 13:15:12 2003
From: hakimsoso at yahoo.com (kh es)
Date: Sat, 11 Jan 2003 10:15:12 -0800 (PST)
Subject: [rt-users] how to create ticket to a new user ?
Message-ID: <20030111181512.35659.qmail@web14702.mail.yahoo.com>


Hi

I logged in as root & created a user through (create a new user) & I gave him the rights to   "Let this user access RT" & "Let this user be granted rights" & then I create a new queue & gave the user rights to create ticket.

But when I logged in as that user, I couldn't see any queue in front of "New Tickets In"

So any one can help me???



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From bruce_campbell at ripe.net  Sat Jan 11 16:44:02 2003
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sat, 11 Jan 2003 22:44:02 +0100 (CET)
Subject: [rt-users] What happened after reboot
In-Reply-To: <1042236423.1086.1.camel@ryn>
Message-ID: <Pine.LNX.4.44.0301112237410.21711-100000@x22.ripe.net>

On 10 Jan 2003, Bobby Wrenn wrote privately:

> On Fri, 2003-01-10 at 02:41, Bruce Campbell wrote:
> > On Thu, 9 Jan 2003, Bobby Wrenn wrote:
> >
> > > executing:
> > > --------------
> > > [root at bigbird bwrenn]# /usr/local/rt2/bin/webmux.pl
> > > /usr/local/rt2/bin/webmux.pl: use: command not found
> >
> > eh?
> >
> > Does webmux.pl have a #! line as the very first line, pointing to a valid
> > version of perl on your system?
>
> No it did not. I put it in and there was no change. If it needs to be
> there why is not documented?

I'm suspecting that there is a misunderstanding about what you think
webmux.pl is used for.  This file is used by Apache to run the RT web
interface, and under normal circumstances, executing webmux.pl outside
Apache doesn't 'do' anything (unless there is an error in that file).
Putting the '#!/path/to/perl' magic at the top merely makes making this
check slightly easier.

In your original message, you quoted an Apache error message that referred
you to the Apache error log.  As such, is there anything useful in that
log?  Quite possibly, you have a permissions problem (in that the user
running Apache cannot read the RT configuration file/libraries ).


-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security





From bruce_campbell at ripe.net  Sat Jan 11 16:46:09 2003
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sat, 11 Jan 2003 22:46:09 +0100 (CET)
Subject: [rt-users] how to create ticket to a new user ?
In-Reply-To: <20030111181512.35659.qmail@web14702.mail.yahoo.com>
Message-ID: <Pine.LNX.4.44.0301112245370.21711-100000@x22.ripe.net>

On Sat, 11 Jan 2003, kh es wrote a mail with really long lines:

> But when I logged in as that user, I couldn't see any queue in front of
> "New Tickets In"

That user also needs to have the Right 'SeeQueue'.

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security



From bruce_campbell at ripe.net  Sat Jan 11 16:58:44 2003
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sat, 11 Jan 2003 22:58:44 +0100 (CET)
Subject: [rt-users] [err]: Couldn't load from the users database.
In-Reply-To: <20030110232352.GA17554@trdlnk.com>
Message-ID: <Pine.LNX.4.44.0301112246290.21711-100000@x22.ripe.net>

On Fri, 10 Jan 2003, John Giles wrote:

> ----
> [err]: Couldn't load from the users database.
> ----
>
> I manually deleted a number of unwanted usernames from
> within MySQL that has their password set to *NO-PASSWORD*

First rule of RT:

	Do not manually add/modify/delete rows/columns in the RT database
	unless you really, really know what you are doing.

	( And have taken out kneecap insurance. )

> (because I noticed there were a lot of SPAM addresses).
> I must have removed a few important Users, Nobody and root.

Aaiieeee.

> I believe I can fix this problem if I can recreate the
> base Users table for RT2... Most importantly 'Nobody'
> and 'root'.  I found $RT/etc/insertdata and recreated
> the two users based off that script but still no go.

More importantly, did you recreate them with the same 'id' number?  RT
depends on being able to load certain users (root for instance, and
Nobody), and those users being able to do particular things as defined by
the RT Access Control System (which is based on the User's 'id' number).

> 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 john at trdlnk.com  Sat Jan 11 18:32:41 2003
From: john at trdlnk.com (John Giles)
Date: Sat, 11 Jan 2003 17:32:41 -0600
Subject: [rt-users] [err]: Couldn't load from the users database.
In-Reply-To: <Pine.LNX.4.44.0301112246290.21711-100000@x22.ripe.net>
References: <20030110232352.GA17554@trdlnk.com> <Pine.LNX.4.44.0301112246290.21711-100000@x22.ripe.net>
Message-ID: <20030111233241.GA18055@trdlnk.com>

On Sat, Jan 11, 2003 at 10:58:44PM +0100, Bruce Campbell wrote:
> On Fri, 10 Jan 2003, John Giles wrote:
> 
> First rule of RT:
> 
> 	Do not manually add/modify/delete rows/columns in the RT database
> 	unless you really, really know what you are doing.
> 
> 	( And have taken out kneecap insurance. )
> 

Noted :)

> 
> More importantly, did you recreate them with the same 'id' number?  RT
> depends on being able to load certain users (root for instance, and
> Nobody), and those users being able to do particular things as defined by
> the RT Access Control System (which is based on the User's 'id' number).
> 

I think the 'id' to be 1, 2 or 3 but I'm not 100% sure.  When I added 
users, RT started at 'id' 4 and went up.  

Could someone tell me entries for Users..id => 1, 2 and 3.

If I populate the Users table with the information of the Nobody and root
accounts given in the insertdata script AND have the correct 'id' then
things should be in the clear.  
I want to make sure the Nobody and root accounts are the same.  

Are there other users that RT requires ??

John Giles
john at trdlnk.com


From hakimsoso at yahoo.com  Sun Jan 12 01:13:11 2003
From: hakimsoso at yahoo.com (kh es)
Date: Sat, 11 Jan 2003 22:13:11 -0800 (PST)
Subject: [rt-users] The page can not be desplayed
Message-ID: <20030112061311.20614.qmail@web14707.mail.yahoo.com>


Hi

Sometimes when I logged out from RT I get this page saying The Page Can Not Be Deplayed.

How can I correct this ?

 



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From hakimsoso at yahoo.com  Sun Jan 12 01:55:31 2003
From: hakimsoso at yahoo.com (kh es)
Date: Sat, 11 Jan 2003 22:55:31 -0800 (PST)
Subject: [rt-users] signal segmentation fault
Message-ID: <20030112065531.20079.qmail@web14705.mail.yahoo.com>


Hi 

I get these errors in httpd error.log file :

child pid xxx exit signal segmentation fault (11)

what does this mean ?



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From kamara at eahd.or.ug  Sun Jan 12 09:09:33 2003
From: kamara at eahd.or.ug (Kamara Eric R-M)
Date: Sun, 12 Jan 2003 17:09:33 +0300 (EAT)
Subject: [rt-users] signal segmentation fault
In-Reply-To: <20030112065531.20079.qmail@web14705.mail.yahoo.com>
References: <20030112065531.20079.qmail@web14705.mail.yahoo.com>
Message-ID: <20030112170712.I87916-100000@nemesis.eahd.or.ug>

On Sat, 11 Jan 2003, kh es wrote:

>
> Hi
>
> I get these errors in httpd error.log file :
>
> child pid xxx exit signal segmentation fault (11)
>
> what does this mean ?
>
>
>
> ---------------------------------
> Do you Yahoo!?
> Yahoo! Mail Plus - Powerful. Affordable. Sign up now

Hi,

the link www.google.com/search?q="segmentation fault" will give you some
good resources to read about segmentation faults or you can be more
explicit about your error...

Eric


From bjwrenn at augustmail.com  Sun Jan 12 16:19:30 2003
From: bjwrenn at augustmail.com (Bobby Wrenn)
Date: 12 Jan 2003 15:19:30 -0600
Subject: [rt-users] New install problem
Message-ID: <1042406371.1086.31.camel@ryn>

I have just install RT2 on a clean RH7.3 install. I installed everything
perl I could find, satisfied every dependency I could find any reference
to and configured everything that made sense to me in config.pm. I added
the default mod_perl lines to httpd.conf. and started apache.

When browsing to the RT box at http://10.1.29.255/ I get the following:

----------
<& /Elements/Header, Title=>"Start page", Refresh =>
$session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab
=> '' &>
<& /Elements/CustomHomepageHeader, %ARGS &> <& /Elements/MyTickets &>
<& /Elements/MyRequests &> <& /Elements/Quicksearch &>
<& /Elements/Refresh, Name => 'HomeRefreshInterval', Default => $session
{'home_refresh_interval'} &>
<%init> if ($ARGS{'HomeRefreshInterval'}) {
$session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; }
------------
There is also a <GO> button on the right side of the web page.
------------
The httpd/error_log shows:
-------------
[Sun Jan 12 14:49:03 2003] [notice] Apache/1.3.23 (Unix) 
(Red-Hat/Linux) mod_ss
l/2.8.7 OpenSSL/0.9.6b DAV/1.0.3 PHP/4.1.2 mod_perl/1.26 configured --
resuming
normal operations
[Sun Jan 12 14:49:03 2003] [notice] suEXEC mechanism enabled (wrapper:
/usr/sbin
/suexec)
[Sun Jan 12 14:49:03 2003] [notice] Accept mutex: sysvsem (Default:
sysvsem)
[Sun Jan 12 15:06:04 2003] [notice] caught SIGTERM, shutting down
[Sun Jan 12 15:06:23 2003] [notice] Apache/1.3.23 (Unix) 
(Red-Hat/Linux) mod_ss
l/2.8.7 OpenSSL/0.9.6b DAV/1.0.3 PHP/4.1.2 mod_perl/1.26 configured --
resuming
normal operations
[Sun Jan 12 15:06:23 2003] [notice] suEXEC mechanism enabled (wrapper:
/usr/sbin
/suexec)
[Sun Jan 12 15:06:23 2003] [notice] Accept mutex: sysvsem (Default:
sysvsem)
-------------

So it looks like mod_perl is working. I do not know how to what else to
check.

What is not working? It seems like something required is missing. But I
don't know how to ask the right question to get to the answer. I have
been trying to get RT installed for almost a month without success. I
have gone to a clean install of a know supported distro and followed
everything I could find to the letter. Still no joy.

I am expected to be able to demo this by Tuesday morning. It is now
Sunday afternoon. Help!

TIA
Bobby



From pdh at snapgear.com  Sun Jan 12 21:51:45 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 13 Jan 2003 12:51:45 +1000
Subject: [rt-users] how to create ticket to a new user ?
In-Reply-To: <20030111181512.35659.qmail@web14702.mail.yahoo.com>
References: <20030111181512.35659.qmail@web14702.mail.yahoo.com>
Message-ID: <20030113025145.GG2659@luggage.internal.moreton.com.au>

kh es wrote, without linewrap:
> I logged in as root & created a user through (create a new user) &
> I gave him the rights to   "Let this user access RT" & "Let this user
> be granted rights" & then I create a new queue & gave the user rights
> to create ticket.
> 
> But when I logged in as that user, I couldn't see any queue in front of
> "New Tickets In"

You need to grant the user the right to SeeQueue as well.
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Sun Jan 12 22:08:16 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 13 Jan 2003 13:08:16 +1000
Subject: [rt-users] Precedence setting for email headers
In-Reply-To: <BA44F326.3166%greg@dreamlabs.co.nz>
References: <BA44F326.3166%greg@dreamlabs.co.nz>
Message-ID: <20030113030816.GH2659@luggage.internal.moreton.com.au>

Greg Elisara wrote:
> From time to time, a requestor will not receive any RT correspondence -
> autoreplies or ticket correspondence. This stikes us as odd because we are
> now approaching ticket 1,000 and we probably talking about less that a dozen
> instances of this problem. Could "Precedence: bulk" be causing this? Would
> changing the Precedence in the header to something like "Normal" or removing
> it entirely cause RT to function differently?

RT refrains from replying to email with a Precedence of "bulk"
or "junk". I can't seem to find this mentioned in any RFCs, but
it has precedent at least in the "vacation" program.
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Sun Jan 12 22:11:20 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 13 Jan 2003 13:11:20 +1000
Subject: [rt-users] New install problem
In-Reply-To: <1042406371.1086.31.camel@ryn>
References: <1042406371.1086.31.camel@ryn>
Message-ID: <20030113031120.GI2659@luggage.internal.moreton.com.au>

Bobby Wrenn wrote:
> When browsing to the RT box at http://10.1.29.255/ I get the following:
> 
> ----------
> <& /Elements/Header, Title=>"Start page", Refresh =>

Did you follow the installation instructions? See

http://fsck.com/rtfm/article.html?id=2#49 

for what's likely to be missing.

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


From jesse at bestpractical.com  Mon Jan 13 02:52:06 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 13 Jan 2003 02:52:06 -0500
Subject: [rt-users] [rt-announce] RT 2.1.59 - RT 3.0 Alpha 2
Message-ID: <20030113075206.GN12365@pallas.fsck.com>


I'm pleased to announce that RT 2.1.59 has been designated the "Alpha 2"
release of RT 3.0. It includes the new client-server mail gateway
system, as well as a significantly prettier and easier to use user interface 
and a slew of bug fixes and enhancements.  


http://fsck.com/pub/rt/devel/rt-3-0-alpha-2.tar.gz

Moving forward, We're hard at work on the new commandline interface, 
additional improvements to the installation process, a new documentation
set and the rt2 -> rt3 import tool. 

When the new import tool is ready, I expect to release "Beta 1" of RT3,
which I will be using in production.  From that point forward, upgrades 
within RT's 2.1.x series will be supported through RT 3.0.0, which we'll
be working toward as quickly as we can. 


	Best, 
	Jesse Vincent
	Best Practical Solutions, LLC



-- 
?|? 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 TalkLists at index-s.de  Mon Jan 13 03:04:57 2003
From: TalkLists at index-s.de (Stefan Seiz)
Date: Mon, 13 Jan 2003 09:04:57 +0100
Subject: [rt-users] automatically adding new email tickets to a
	specific queue  based on sender email-address
In-Reply-To: <20030111134502.22107.30033.Mailman@pallas.eruditorum.org>
Message-ID: <BA4831B9.1BBE3%TalkLists@index-s.de>

On 11.01.2003 14:45 Uhr, "Ray Thompson" <rthompson at interpublic.com> wrote:

> Probably not what you're looking for but we have a perl script that compare=
> s the sender to our directory and sets the queue based on the ou of the use=
> r.  If that person's not in our directory then the ticket is placed in the =
> "General" queue.
> 
> /etc/mail/aliases:
> support: "|/opt/rt2/bin/pickque"
> 
> /opt/rt2/bin/pickque:
> #!/usr/bin/perl

Not exactly what i wished for, but a very handy script indeed. I'll sure
keep it around. Thanks!

Seems for the time being, i do the FROM address filtering already on my
mailserver (CommuniGatePro) which has a powerful rules system which will
then launch the RT commandline-tool with the propper --queue. I just wanted
to avoid having yet another 10 rules within my mailserver...

Thanks again.

--
Stefan Seiz <http://www.StefanSeiz.com>
Spamto: <bin at imd.net>



From ssinyagin at yahoo.com  Mon Jan 13 04:37:55 2003
From: ssinyagin at yahoo.com (Stanislav Sinyagin)
Date: Mon, 13 Jan 2003 01:37:55 -0800 (PST)
Subject: [rt-users] rtimportldap update: group mapping
Message-ID: <20030113093755.48787.qmail@web13708.mail.yahoo.com>

Hello all, 

See the new version of the LDAP importing script, attached. 

In the new version: 

-- The whole script design is reorganized.

-- Group mapping. LDAP group objects (those containing member attributes)
may be mapped into RT groups. This feature was first implemented by Andi Hofmeister, 
and improved to support MS AD. Should work fine both in MS AD and NIS schema.

-- Missing RT groups are created automatically.

-- New option: --verbose. Unless it is set, only changes and errors are reported. 

-- Slightly new user parameters mapping:
  'info'                  => 'FreeformContactInfo',
  'description'           => 'Comments',
  'gecos'                 => 'Gecos'

See the tar.gz attached, and README below. 

Regards, 
Stanislav.

=============================================================================

$Id: rtimportldap.README,v 1.10 2003/01/13 09:17:42 stsiny Exp $
------------------------------------------------------------------------------
rtimportldap.pl:
  The utility for importing the RT users from LDAP directory

Author: Stanislav Sinyagin <ssinyagin at yahoo.com>

LDAP group mapping is contributed by
Andreas Hofmeister <andreas.hofmeister at pyramid.de>

This script is written as generic as possible. It is tested
mainly in Microsoft Active Directory/Exchange 2000 environment,
but also designed (and tested) for standard LDAP schemas.

The script does not care about passwords. Old users' passwords
are not touched, and the new users are created without password.
Apache/mod_auth_ldap may be used for user authentication against
the LDAP server. Alternatively, you may use pam_ldap module.

The script is reenterable: existing users are updated,
and non-existing ones are created. Thus, it may be used
every time you make changes in your LDAP directory.

User entries found by the LDAP search filter are exported to RT
database. In addition, they may be added to RT groups, according
to --groupadd, --groupsync, and --groupmap options.
Missing RT groups are created automatically.

Usage: ./rtimportldap.pl options...
Options ([M] means mandatory, [O] means optional, + means multivalue):
  --rc         filename
      [O]  read options from file: opt=value pairs one per line
  --server     hostname
      [M]  LDAP host name or address
  --port       port
      [O]  LDAP TCP port. Default: 389
  --ldapver    3|2
      [O]  LDAP version. Default: 3
  --binddn     dn
      [O]  Bind DN
  --bindpw     password
      [O]  Bind password
  --basedn     dn
      [M]  Base DN
  --filter     filter
      [O]  LDAP search filter.
           Default: (|(objectClass=organizationalPerson)(objectClass=person))
  --uidattr    attr
      [O]  Username attribute. Default: uid
  --attrmap    lattr:rattr
      [O+] Mapping of LDAP to RT attribute. Use lattr:none to
           suppress standard mapping of lattr
  --groupadd   groupname
      [O+] Add all found LDAP users to these RT groups
  --groupsync  groupname
      [O+] Maintain exact matching of the LDAP search result and
           the RT group membership
  --groupmap   ldapgrp[:rtgrp]
      [O+] Synchronize members of LDAP group with members
           of RT group. LDAP group lookup is controlled by
           --gmbase, --gmfilter, --gmgidattr, and --gmmemattr
           options. Several LDAP groups may be merged into the
           same RT group. Group members must be found by --filter
           before group mapping.
  --gmbase     dn
      [O]  LDAP group search DN. Default: same as --basedn
  --gmfilter   filter
      [O]  Group mapping LDAP filter. Default: (objectClass=posixGroup)
  --gmgidattr  attr
      [O]  Group mapping GID attribute. Default: cn
  --gmmemattr  attr
      [O]  Group mapping member attribute. Default: memberUid
  --gmdescattr attr
      [O]  Group mapping description attribute. Default: description
  --disabled   1|0
      [O]  Set RT users as disabled. Default: 0
  --privileged 1|0
      [O]  Set RT users as privileged. Default: 1
  --latin1     1|0
      [O]  Convert LDAP values to Latin1 encoding. Default: 1
  --verbose
      [O]  Print extra information
  --help
      [O]  This help message

The filter is automatically updated so that the UID attribute
is explicitly searched in the directory. This means that
the script may report zero entries found.

RT uses HTML::Mason, which uses HTML::Entity for displaying
non-ASCII characters. As described in HTML::Entity, it conciders
the input string as Unicode if Perl version is more than 5.7,
and ISO-8859-1 (Latin1) otherwise.
--latin1 option converts the UTF-8 values of LDAP entries into
Latin1 before passing the data to RT. 
This is tested with Perl 5.6.1 and RT 2.0.15pre1 only.

Microsoft AD specifics:

   Option --uidattr=sAMAccountName is neccessary.

   LDAP attribute 'company' is Microsoft-specific, not defined
   in standard schemas that come with OpenLDAP. We map it to 
   'Organization' RT attribute.

   MS AD requires non-anonymous binding. In anonymous mode,
   it shows only the topmost entry. For normal work, you
   must bind as a valid domain or host user.

   MS AD uses proprietary schema for group mapping. The object class is
   "group", and the member attribute "member" contains DNs of the users,
   instead of UIDs. This script understands both NIS or MS AD ways.

   If using group mapping, the followng options are neccessary:
   --gmfilter="(objectClass=group)" --gmmemattr=member

-----------------------------------------------------------------------------
Copyright (c) 2002 Stanislav Sinyagin



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From ron.gidron at shunra.com  Mon Jan 13 07:12:13 2003
From: ron.gidron at shunra.com (Ron Gidron)
Date: Mon, 13 Jan 2003 14:12:13 +0200
Subject: [rt-users] Custom fields
Message-ID: <PKEGKOKFOGAMOEPDBMNFCEIGCAAA.ron.gidron@shunra.com>

Does rt support custom fields? I would like to create a custom field that holds
the customers "maintenance number" (my RT installation is intended for customer
support calls mostly). Also, I have come across the term "SelfService" while
browsing the archives and docs, I am looking for a way to allow the users to
view theirs open tickets (restricted view obviously) through the web, comment on
them through the web etc..

Any **pointers (please excuse an old C programmer on a Perl oriented list) will
be appreciated.



Best Regards,
Ron Gidron.
Customer Support Manager - SHUNRA Ltd.
ron.gidron at shunra.com

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From steveg at lsli.com  Mon Jan 13 10:37:38 2003
From: steveg at lsli.com (Steve Greenland)
Date: Mon, 13 Jan 2003 09:37:38 -0600
Subject: [rt-users] [Mason] Cannot resolve file to component ?
In-Reply-To: <20030109023055.GG444@luggage.internal.moreton.com.au>
References: <3E031701.8060703@netcologne.de> <20021222233203.GP472@luggage.internal.moreton.com.au> <3E06C35A.5020308@netcologne.de> <20030109023055.GG444@luggage.internal.moreton.com.au>
Message-ID: <20030113153738.GA11968@lsli.com>

On Thu, Jan 09, 2003 at 12:30:55PM +1000, Phil Homewood wrote:
> My AddHandler and FastCgiServer directives appear outside the
> VirtualHost; I'm not sure that it really matters one way or
> the other (anyone?)

Just as to scope: in general, directives outside a VirtualHost directive
apply to all VirtualHosts (unless overridden), assuming the directive is
applicable at both levels.

Steve

-- 
"Outlook not so good." That magic 8-ball knows everything! I'll ask
about Exchange Server next.
                           -- (Stolen from the net)


From Ralexander at musiciansfriend.com  Mon Jan 13 13:41:38 2003
From: Ralexander at musiciansfriend.com (Ron Alexander)
Date: 13 Jan 2003 10:41:38 -0800
Subject: [rt-users] signal segmentation fault
In-Reply-To: <20030113094003.28210.59174.Mailman@pallas.eruditorum.org>
References: <20030113094003.28210.59174.Mailman@pallas.eruditorum.org>
Message-ID: <1042483300.1583.5.camel@ronsBox>

> Message: 7
> Date: Sat, 11 Jan 2003 22:55:31 -0800 (PST)
> From: kh es <hakimsoso at yahoo.com>
> Subject: [rt-users] signal segmentation fault
> I get these errors in httpd error.log file :
> child pid xxx exit signal segmentation fault (11)

Apache and mod_perl? Are you compiled as DSO? If so, recompile apache and modperl.

-- 
/************************************************************
* Ron Alexander             ralexander at musiciansfriend.com *
* Programmer/Analyst                Musician's Friend, Inc.*
* Phone:(541)774-5362       http://www.musiciansfriend.com *
************************************************************/



From jgedeon at qualcomm.com  Mon Jan 13 16:16:42 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Mon, 13 Jan 2003 13:16:42 -0800
Subject: [rt-users] RT not committing
Message-ID: <5.1.0.14.2.20030113131244.05580280@mail1.qualcomm.com>

I have installed rt 2.0.15 and gotten it to log into an Oracle database. 
Upon installation everything goes well, I can then go to the web interface 
and log in as root. Then I go create a user RT says user created. When I 
try to then look up that user he is not listed anywhere in the web 
interface. I did set the let this user access rt and be granted 
permissions. Just to be sure I login to the database and look at the user 
table. But the user i created is not there. I then go to create him again 
and it says the name is in use? if i restart apache I can recreate the user 
but still get the same issue. none of the log files have any errors.

Can some one help?

John


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From john at trdlnk.com  Mon Jan 13 16:22:36 2003
From: john at trdlnk.com (John Giles)
Date: Mon, 13 Jan 2003 15:22:36 -0600
Subject: [rt-users] [err]: Couldn't load from the users database.
In-Reply-To: <Pine.LNX.4.44.0301112246290.21711-100000@x22.ripe.net>
References: <20030110232352.GA17554@trdlnk.com> <Pine.LNX.4.44.0301112246290.21711-100000@x22.ripe.net>
Message-ID: <20030113212235.GK27427@trdlnk.com>

On Sat, Jan 11, 2003 at 10:58:44PM +0100, Bruce Campbell wrote:
> > ----
> > [err]: Couldn't load from the users database.
> > ----

I resolved this by creating a temp rt2 database from source.
The only entry in the Users table was:

+-----+------------------+---------------+------------+
| id  | Name             | Password      | Privileged |
+-----+------------------+---------------+------------+
|   1 | RT_System        | *NO-PASSWORD* |          2 |
+-----+------------------+---------------+------------+

I modified my 'broken' Users table to the above settings
and everything started working again.

John Giles
john at trdlnk.com


From rthompson at interpublic.com  Mon Jan 13 17:06:04 2003
From: rthompson at interpublic.com (Ray Thompson)
Date: Mon, 13 Jan 2003 16:06:04 -0600
Subject: [rt-users] Custom fields
Message-ID: <H8OANM00.73O@omamail1.truenorth.com>

> Also, I have come across the term "SelfService" while browsing the archives and docs, I am looking for a way to > allow the users to view theirs open tickets (restricted view obviously) through the web, comment on them through > the web etc..

A "privileged" user can go to http://servername/SelfService to see what non-privileged users see.

-Ray



From gm at efn.org  Mon Jan 13 17:38:21 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Mon, 13 Jan 2003 14:38:21 -0800 (PST)
Subject: [rt-users] Changing the user running the script?
Message-ID: <Pine.GSU.4.21.0301131433580.6748-100000@garcia.efn.org>

Running the escalator script, it makes the changes as RT_System.
I'd like to change that to 'Escalator' or 'Ticking Clock' or something
like that.  (so it's clear why it got bumped up)

Is it really as simple as adding something like:

$EscalatorUser = new RT::CurrentUser();
$EscalatorUser->LoadByName('Escalator');
 before the rest of the script runs?

Or am i missing something?



-- 
## 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 pdh at snapgear.com  Mon Jan 13 17:38:39 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 14 Jan 2003 08:38:39 +1000
Subject: [rt-users] Custom fields
In-Reply-To: <PKEGKOKFOGAMOEPDBMNFCEIGCAAA.ron.gidron@shunra.com>
References: <PKEGKOKFOGAMOEPDBMNFCEIGCAAA.ron.gidron@shunra.com>
Message-ID: <20030113223839.GB470@luggage.internal.moreton.com.au>

Ron Gidron wrote:
> Does rt support custom fields? I would like to create a custom field that
> holds
> the customers "maintenance number"

"keywords" in RT 2.0, "Custom Fields" in 2.1/3.x. Keywords
can only take predefined values; custom fields can be either
predefined selections or freeform inputs.
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Mon Jan 13 17:53:41 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 14 Jan 2003 08:53:41 +1000
Subject: [rt-users] New install problem
In-Reply-To: <1042466616.1086.50.camel@ryn>
References: <1042406371.1086.31.camel@ryn> <20030113031120.GI2659@luggage.internal.moreton.com.au> <1042466616.1086.50.camel@ryn>
Message-ID: <20030113225341.GD470@luggage.internal.moreton.com.au>

Please keep list discussion on the list. Thanks.

Bobby Wrenn wrote:
> On Sun, 2003-01-12 at 21:11, Phil Homewood wrote:
> > Bobby Wrenn wrote:
> > > When browsing to the RT box at http://10.1.29.255/ I get the following:
> > > 
> > > ----------
> > > <& /Elements/Header, Title=>"Start page", Refresh =>
> > 
> > Did you follow the installation instructions? See
> > http://fsck.com/rtfm/article.html?id=2#49 

> Yes I followed the instructions to the letter. I believe that the
> testdeps is missing something or something is installed and not running.
> mod_perl is running.

If mod_perl is loading, you haven't got apache configured correctly.
(But I'm curious as to how you know that "mod_perl is running"?)

In particular, you're missing a PerlRequire, SetHandler, or PerlHandler
directive, at a guess.  Post the relevant chunks of your apache config,
it should be easy enough to spot.

-- 
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 Gilles-Eric.Descamps at SiliconAccess.com  Mon Jan 13 18:31:38 2003
From: Gilles-Eric.Descamps at SiliconAccess.com (Gilles-Eric Descamps)
Date: Mon, 13 Jan 2003 15:31:38 -0800
Subject: [rt-users] have rt forget text after "-----Original Message-----"
Message-ID: <39C962D95C62CE47813FAF5341E6C8710B2B52@sa-usa-sj-po.sanjose.siliconaccess.com>

Hi,
 
 
I noticed the discussion about setting up rt to use a signature
of "--" and then rt would forget everything after.
I tried to set this up, but it did not seem to work.
 
I was wondering if it was possible to tell rt to forget everything after:
-----Original Message-----

 
Thanks,

--
Gilles-Eric DESCAMPS, SILICON ACCESS NETWORKS
211 River Oaks Parkway  - San Jose, CA, 95134
mailto:Gilles-Eric.Descamps at SiliconAccess.com
"Sed quis custodiet ipsos custodes ?"

 
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From jgedeon at qualcomm.com  Mon Jan 13 18:51:38 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Mon, 13 Jan 2003 15:51:38 -0800
Subject: [rt-users] have rt forget text after "-----Original
  Message-----"
In-Reply-To: <39C962D95C62CE47813FAF5341E6C8710B2B52@sa-usa-sj-po.sanjos
 e.siliconaccess.com>
Message-ID: <5.1.0.14.2.20030113155103.055803c0@mail1.qualcomm.com>

its actually everything after the string '-- ' the space needs to be there 
i believe:)
John
At 03:31 PM 1/13/2003, Gilles-Eric Descamps wrote:
>Hi,
>
>
>I noticed the discussion about setting up rt to use a signature
>of "--" and then rt would forget everything after.
>I tried to set this up, but it did not seem to work.
>
>I was wondering if it was possible to tell rt to forget everything after:
>-----Original Message-----
>
>Thanks,
>
>--
>Gilles-Eric DESCAMPS, SILICON ACCESS NETWORKS
>211 River Oaks Parkway  - San Jose, CA, 95134
>mailto:Gilles-Eric.Descamps at SiliconAccess.com
>"Sed quis custodiet ipsos custodes ?"
>


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From jgedeon at qualcomm.com  Mon Jan 13 18:53:37 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Mon, 13 Jan 2003 15:53:37 -0800
Subject: Fwd: Re: [rt-users] Additional field in User details
Message-ID: <5.1.0.14.2.20030113155230.058f7e48@mail1.qualcomm.com>

Can anyone offer some help as to how this is done?

>Date: Fri, 10 Jan 2003 10:07:23 -0800
>
>I found that in my function Order I can call $self->__Value(dbfield) and 
>get almost any data. I can show the name email creator user id etc but it 
>returns null for my Order field. If i login in to the database i can see 
>that the field is not null what else do I need to change?
>
>Previous changes.
>John
>
>>At 08:56 AM 1/10/2003, you wrote:
>>>I too have been working at getting this exact thing to work as well. I 
>>>managed to do all the stuff same as Sean and am stuck with a similar 
>>>problem. I cannot seem to figure out how to access the column that is in 
>>>the database. I added a function to User.pm that was called Order (thats 
>>>the name of my field that I wish to add) and have it return a default 
>>>value, that fixes the error from mason that I got, however I cant seem 
>>>to get the data into or out of the db.
>>>
>>>Any help is welcomed.
>>>John
>>>
>>>At 04:12 PM 10/2/2002, you wrote:
>>>>Hiya,
>>>>
>>>>I've run into a problem I can't seem to resolve. I would appreciate any
>>>>help anyone can offer. I'm running RT 2.0.13.
>>>>
>>>>I'm looking to add an additional field to the Users table to keep track of
>>>>the names of the employees that are using that username. It might sound
>>>>obscure, but it's pretty important to the scheme I'm working with.
>>>>
>>>>---
>>>>
>>>>So, I added a row for it in the database like this:
>>>>
>>>>mysql> alter table Users add Employees blob;
>>>>mysql> insert into Users (Employees) VALUES(NULL);
>>>>
>>>>---
>>>>
>>>>Next, I opened up User.pm and added a corresponding entry for "Employees":
>>>>vi /usr/local/rt/lib/RT/User.pm
>>>>
>>>>   my %Cols = (
>>>>               # {{{ Core RT info
>>>>               Name => 'public/read/write/admin',
>>>>               Password => 'write',
>>>>               Comments => 'read/write/admin',
>>>>               Employees => 'read/write/admin',
>>>>---
>>>>
>>>>Next, I added this statement to Admin/Users/Modify.html to display the
>>>>Employees field.
>>>>
>>>><TEXTAREA name="Employees" COLS=80 ROWS=5
>>>>WRAP=VIRTUAL><%$UserObj->Employees%></TEXTAREA>
>>>>
>>>>and at the bottom:
>>>>
>>>>$Employees=> undef
>>>></%ARGS>
>>>>
>>>>---
>>>>
>>>>But I got the following error on that page:
>>>>
>>>>Mason error
>>>>
>>>>component stack:   /Admin/Users/Modify.html [standard]
>>>>/autohandler [standard]
>>>>
>>>>code
>>>>stack:   /usr/local/rt/WebRT/data/obj/STANDARD/Admin/Users/Modify.html:332
>>>>/usr/local/rt/WebRT/data/obj/STANDARD/autohandler:69
>>>>
>>>>
>>>>misc info:   error while executing /Admin/Users/Modify.html [standard]:
>>>>
>>>>---
>>>>
>>>>As a side note, I was able to replace the "Employees" with a previously
>>>>created, but unused value. For instance - I replaced it with Creator
>>>>(which was a valid field, but isn't usually displayed at all on
>>>>Modify.html) and it worked fine.
>>>>
>>>>By the way, here's autohandler:69
>>>>
>>>>68    else {
>>>>69        $m->call_next;
>>>>70    }
>>>>
>>>>
>>>>---
>>>>
>>>>I would appreciate any help on this issue. It has me greatly befuddled.
>>>>
>>>>Thanks.
>>>>Sean Byron
>>>>
>>>>_______________________________________________
>>>>rt-users mailing list
>>>>rt-users at lists.fsck.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;"
>
>
>--
><>< 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 jesse at bestpractical.com  Mon Jan 13 19:55:54 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 13 Jan 2003 19:55:54 -0500
Subject: [rt-users] RT not committing
In-Reply-To: <5.1.0.14.2.20030113131244.05580280@mail1.qualcomm.com>
References: <5.1.0.14.2.20030113131244.05580280@mail1.qualcomm.com>
Message-ID: <20030114005554.GA12365@pallas.fsck.com>



On Mon, Jan 13, 2003 at 01:16:42PM -0800, John Gedeon wrote:
> I have installed rt 2.0.15 and gotten it to log into an Oracle database. 
> 
> Can some one help?

The RT 2.0 oracle port is really prototype-quality at best. It's going
to break six ways to sunday.

	

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


From jgedeon at qualcomm.com  Mon Jan 13 20:02:50 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Mon, 13 Jan 2003 17:02:50 -0800
Subject: [rt-users] RT not committing
In-Reply-To: <20030114005554.GA12365@pallas.fsck.com>
References: <5.1.0.14.2.20030113131244.05580280@mail1.qualcomm.com>
 <5.1.0.14.2.20030113131244.05580280@mail1.qualcomm.com>
Message-ID: <5.1.0.14.2.20030113170055.05875ec8@mail1.qualcomm.com>

Got it working :)

    Aparently CLOB is a new oracle datatype and lots of drivers dont 
support it and it still has issues. changing them to varchar2(4000) fixed 
that issue.

I have rt 2.0.15 working with Oracle 8.1.7 server

I had to tweak alot but it can work :)

Thanks.
John
At 04:55 PM 1/13/2003, Jesse Vincent wrote:



>On Mon, Jan 13, 2003 at 01:16:42PM -0800, John Gedeon wrote:
> > I have installed rt 2.0.15 and gotten it to log into an Oracle database.
> >
> > Can some one help?
>
>The RT 2.0 oracle port is really prototype-quality at best. It's going
>to break six ways to sunday.
>
>
>
>--
>?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From rich+rt at lafferty.ca  Mon Jan 13 20:31:20 2003
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Mon, 13 Jan 2003 20:31:20 -0500
Subject: [rt-users] Custom fields
In-Reply-To: <20030113223839.GB470@luggage.internal.moreton.com.au>; from pdh@snapgear.com on Tue, Jan 14, 2003 at 08:38:39AM +1000
References: <PKEGKOKFOGAMOEPDBMNFCEIGCAAA.ron.gidron@shunra.com> <20030113223839.GB470@luggage.internal.moreton.com.au>
Message-ID: <20030113203120.A15431@lafferty.ca>

On Tue, Jan 14, 2003 at 08:38:39AM +1000, Phil Homewood <pdh at snapgear.com> wrote:
> Ron Gidron wrote:
> > Does rt support custom fields? I would like to create a custom field that
> > holds
> > the customers "maintenance number"
> 
> "keywords" in RT 2.0, "Custom Fields" in 2.1/3.x. Keywords
> can only take predefined values; custom fields can be either
> predefined selections or freeform inputs.

With a patch, Refers-To can be nicely corralled into a custom field
in 2.0. I'm doing so to link to our local Bugzilla, with URIs like
"bugzilla:300" for bug 300. The magic of %URI2HTTP (or something like
that) in config.pm converts that to a Bugzilla link, and there is
then goodness and light.

The patch is to remove a couple of assumptions about what makes
for legal URIs. Lemme know if you (the original poster, or, I suppose,
anyone else!) want it and I'll post it tomorrow when I'm at the
office.

  -Rich

-- 
Rich Lafferty --------------+-----------------------------------------------
 Ottawa, Ontario, Canada    |  Save the Pacific Northwest Tree Octopus!
 http://www.lafferty.ca/    |    http://zapatopi.net/treeoctopus.html
rich at lafferty.ca -----------+-----------------------------------------------


From JoopvandeWege at mococo.nl  Tue Jan 14 04:02:38 2003
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Tue, 14 Jan 2003 10:02:38 +0100
Subject: [rt-users] RT not committing
In-Reply-To: <20030114010503.25727.63639.Mailman@pallas.eruditorum.org>
References: <20030114010503.25727.63639.Mailman@pallas.eruditorum.org>
Message-ID: <20030114095953.4676.JOOPVANDEWEGE@mococo.nl>

> Date: Mon, 13 Jan 2003 17:02:50 -0800
> To: rt-users at fsck.com
> From: John Gedeon <jgedeon at qualcomm.com>
> Subject: Re: [rt-users] RT not committing
> 
> Got it working :)
> 
>     Aparently CLOB is a new oracle datatype and lots of drivers dont=20
> support it and it still has issues. changing them to varchar2(4000) fixed=20
> that issue.
> 
> I have rt 2.0.15 working with Oracle 8.1.7 server
> 
> I had to tweak alot but it can work :)
> >The RT 2.0 oracle port is really prototype-quality at best. It's going
> >to break six ways to sunday.

I have it working too, production, on 8.1.7 and 9i. Search the archive
for a couple of other posts I made to see what needs changing.
There is quite a bit and if you need assistance please ask on the list
or privately.

Joop


-- 
Joop van de Wege <JoopvandeWege at mococo.nl>



From bjwrenn at augustmail.com  Tue Jan 14 12:19:25 2003
From: bjwrenn at augustmail.com (Bobby Wrenn)
Date: 14 Jan 2003 11:19:25 -0600
Subject: [rt-users] New install problem
Message-ID: <1042564765.1086.107.camel@ryn>

Sorry about the possible double posts. Evolution defaulted to reply to
sender. I'll be careful about the To: line.
-----Forwarded Message-----

From: Bobby Wrenn <bjwrenn at augustmail.com>
To: Phil Homewood <pdh at snapgear.com>
Subject: Re: [rt-users] New install problem
Date: 14 Jan 2003 10:18:32 -0600

On Mon, 2003-01-13 at 16:53, Phil Homewood wrote:
> Please keep list discussion on the list. Thanks.
> 
> Bobby Wrenn wrote:
> > On Sun, 2003-01-12 at 21:11, Phil Homewood wrote:
> > > Bobby Wrenn wrote:
> > > > When browsing to the RT box at http://10.1.29.255/ I get the following:
> > > > 
> > > > ----------
> > > > <& /Elements/Header, Title=>"Start page", Refresh =>
> > > 
> > > Did you follow the installation instructions? See
> > > http://fsck.com/rtfm/article.html?id=2#49 
> 
> > Yes I followed the instructions to the letter. I believe that the
> > testdeps is missing something or something is installed and not running.
> > mod_perl is running.
> 
> If mod_perl is loading, you haven't got apache configured correctly.
> (But I'm curious as to how you know that "mod_perl is running"?)
> 
> In particular, you're missing a PerlRequire, SetHandler, or PerlHandler
> directive, at a guess.  Post the relevant chunks of your apache config,
> it should be easy enough to spot.
> 
I know mod_perl is running (at least configured) because
/var/log/httpd/error_log shows:

[Mon Jan 13 17:37:56 2003] [notice] Apache/1.3.23 (Unix) 
(Red-Hat/Linux) mod_ssl/2.8.7 OpenSSL/0.9.6b DAV/1.0.3 PHP/4.1.2
mod_perl/1.26 configured -- resuming
normal operations

As mentioned in my earlier posts I put the default entries from the
install docs into my httpd.conf. They are:

DocumentRoot "/usr/local/rt2/WebRT/html"
<Directory "/usr/local/rt2/WebRT/html">
PerlRequire /usr/local/rt2/bin/webmux.pl
<Location />
  SetHandler perl-script
  PerlHandler RT::Mason
</Location>

I have matched the permissions with the default /var/www tree.

I have installed RT on more than one box with more than one Linux
distribution. I alway get to this spot once all the dependencies are
met.

I don't know enough to know what parts of config.pm might be relevant.

Thanks,
Bobby




From john at trdlnk.com  Tue Jan 14 12:37:11 2003
From: john at trdlnk.com (John Giles)
Date: Tue, 14 Jan 2003 11:37:11 -0600
Subject: [rt-users] Safely removing all 'DEAD' tickets
In-Reply-To: <20030111233241.GA18055@trdlnk.com>
References: <20030110232352.GA17554@trdlnk.com> <Pine.LNX.4.44.0301112246290.21711-100000@x22.ripe.net> <20030111233241.GA18055@trdlnk.com>
Message-ID: <20030114173710.GG25323@trdlnk.com>

I have RT2 on RedHat 8.0 with MySQL.

I've been setting my SPAM mail to the 'DEAD' status.  Now that
I've setup my SPAM filter I'd like to clean up all of the 
unwanted tickets.  

How can I safely remove all the 'DEAD' tickets.

I don't want to set the tickets to 'RESOLVED' because there was
no work performed on the tickets.

Is this advisable ??  Has anyone done any similar clean-up  ??

John Giles
-john at trdlnk.com


From dave at toad.net  Tue Jan 14 12:47:06 2003
From: dave at toad.net (David C. Troy)
Date: Tue, 14 Jan 2003 12:47:06 -0500 (EST)
Subject: [rt-users] Safely removing all 'DEAD' tickets
In-Reply-To: <20030114173710.GG25323@trdlnk.com>
Message-ID: <Pine.LNX.4.44.0301141243580.16150-100000@beast.toad.net>

See below.  This script was based on Steve Poirier's 'cleanup' script, but 
has been modified to kill what I am calling 'Crazy' tickets -- ones that 
for whatever reason have gotten >200 transactions associated with them 
(this would never happen naturally in our environment, YMMV).  

Also kills 'dead' tickets as well as optimizes all the tables. I run this 
twice a day.

Dave

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

#!/usr/bin/perl
#
# Steve Poirier - steve at inet-technologies.com
# to use with RT2 and MySQL

use strict;
use DBI;

# definition of variables
my $db="rt2";
my $host="localhost";
my $user="rt_user";
my $password="";

my $ticketnbr = 0;

# connect to MySQL database
my $dbh   = DBI->connect ("DBI:mysql:database=$db:host=$host",
                          $user,
                          $password) 
                          or die "Can't connect to database: $DBI::errstr\n";

# prepare the query for crazy tickets
my $sth = $dbh->prepare( "
select Ticket, count(id) ct FROM Transactions GROUP BY Ticket HAVING ct>200");
$sth->execute( );

# proceed with deletion

while ( my @row = $sth->fetchrow_array( ) )  {
	my $ticketid = $row[0];
	print "Ticket $ticketid is crazy. Deleting:  ";
	my $str = $dbh->prepare( "
		SELECT id FROM Transactions where Ticket=$row[0]");
		$str->execute( );

# delete Attachments for this ticket
	print "Attachments. ";
	while ( my @row2 = $str->fetchrow_array( ) )  {
		my $transid = $row2[0];
		$dbh->do( "
		DELETE FROM Attachments WHERE TransactionId=$transid");
	}

# delete Ticket in Transactions table
	print "Transactions. ";
		$dbh->do( "
		DELETE FROM Transactions WHERE Ticket=$ticketid;");

# delete Ticket in ticket in Watchers table
	print "Watchers. ";
		$dbh->do( "
		DELETE FROM Watchers WHERE Value=$ticketid;");

# delete Ticket in ObjectKeywords table
	print "ObjectKeywords. ";
		$dbh->do( "
		DELETE FROM ObjectKeywords WHERE ObjectId=$ticketid;");

# delete Ticket from the Tickets table
	print "Ticket. ";
		$dbh->do( "
		DELETE FROM Tickets WHERE id=$ticketid;");

	$ticketnbr++;	
}
print "Deleted $ticketnbr crazy tickets.\n";


# reset this.
$ticketnbr = 0;

# prepare the query for dead tickets
my $sth = $dbh->prepare( "
              SELECT id FROM Tickets where Status='dead';");
$sth->execute( );

# proceed with deletion

while ( my @row = $sth->fetchrow_array( ) )  {
	my $ticketid = $row[0];
	print "Ticket $ticketid is dead. Deleting:  ";
	my $str = $dbh->prepare( "
		SELECT id FROM Transactions where Ticket=$row[0]");
		$str->execute( );

# delete Attachments for this ticket
	print "Attachments. ";
	while ( my @row2 = $str->fetchrow_array( ) )  {
		my $transid = $row2[0];
		$dbh->do( "
		DELETE FROM Attachments WHERE TransactionId=$transid");
	}

# delete Ticket in Transactions table
	print "Transactions. ";
		$dbh->do( "
		DELETE FROM Transactions WHERE Ticket=$ticketid;");

# delete Ticket in ticket in Watchers table
	print "Watchers. ";
		$dbh->do( "
		DELETE FROM Watchers WHERE Value=$ticketid;");

# delete Ticket in ObjectKeywords table
	print "ObjectKeywords. ";
		$dbh->do( "
		DELETE FROM ObjectKeywords WHERE ObjectId=$ticketid;");

# delete Ticket from the Tickets table
	print "Ticket.\n";
		$dbh->do( "
		DELETE FROM Tickets WHERE id=$ticketid;");

	$ticketnbr++;	
}
print "Deleted $ticketnbr dead tickets.\n";

##########

# reset this.
$ticketnbr = 0;

# prepare the query for orphaned attachments
my $sth = $dbh->prepare( "SELECT at.TransactionId, tr.id 
FROM Attachments at LEFT JOIN Transactions tr ON at.TransactionId=tr.id 
WHERE tr.id IS NULL");

$sth->execute( );

# proceed with deletion

while ( my @row = $sth->fetchrow_array( ) )  {
	my $atid = $row[0];

	print "Attachment $atid is orphaned.  Deleting.\n";
	$dbh->do( "DELETE FROM Attachments WHERE TransactionId=$atid");
	$ticketnbr++;	
}

print "Deleted $ticketnbr orphaned attachments.\n";


$dbh->do("OPTIMIZE TABLE Tickets");
print "Optimized Tickets.\n";
$dbh->do("OPTIMIZE TABLE Transactions");
print "Optimized Transactions.\n";
$dbh->do("OPTIMIZE TABLE Attachments");
print "Optimized Attachments.\n";
$dbh->do("OPTIMIZE TABLE Watchers");
print "Optimized Watchers.\n";
$dbh->do("OPTIMIZE TABLE ObjectKeywords");
print "Optimized ObjectKeywords.\nDone!\n\n";

exit;


-

On Tue, 14 Jan 2003, John Giles wrote:

> 
> I have RT2 on RedHat 8.0 with MySQL.
> 
> I've been setting my SPAM mail to the 'DEAD' status.  Now that
> I've setup my SPAM filter I'd like to clean up all of the 
> unwanted tickets.  
> 
> How can I safely remove all the 'DEAD' tickets.
> 
> I don't want to set the tickets to 'RESOLVED' because there was
> no work performed on the tickets.
> 
> Is this advisable ??  Has anyone done any similar clean-up  ??
> 
> John Giles
> -john at trdlnk.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 omehegan at perseus.com  Tue Jan 14 16:54:43 2003
From: omehegan at perseus.com (Owen B. Mehegan)
Date: Tue, 14 Jan 2003 16:54:43 -0500
Subject: [rt-users] Backup
Message-ID: <OEELKBDDOBEGAODKCPOMGELNCGAA.omehegan@perseus.com>

Does anyone have any refined methods in place for backing up their RT setup
that I could use? If not, would my best bet be to create a cron job that
backs up the RT root document tree and does a mysqldump and backs that up as
well? What else should I consider?

Thanks in advance,

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 khera at kcilink.com  Tue Jan 14 17:15:17 2003
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 14 Jan 2003 17:15:17 -0500
Subject: [rt-users] Backup
In-Reply-To: <OEELKBDDOBEGAODKCPOMGELNCGAA.omehegan@perseus.com>
References: <OEELKBDDOBEGAODKCPOMGELNCGAA.omehegan@perseus.com>
Message-ID: <15908.35829.507650.58858@onceler.kciLink.com>

>>>>> "OBM" == Owen B Mehegan <omehegan at perseus.com> writes:

OBM> Does anyone have any refined methods in place for backing up
OBM> their RT setup that I could use? If not, would my best bet be to
OBM> create a cron job that backs up the RT root document tree and
OBM> does a mysqldump and backs that up as well? What else should I
OBM> consider?

I just backup the config directory.  Everything else is stock on my
installation, so can be recreated with a fresh install.  I just tar it
up on another box.

The database is backed up nightly via pg_dump to another machine on
the network.  I'm sure mysqldump works equivalently.

All of this runs out of cron.


From will at willardjwilliams.com  Tue Jan 14 17:24:22 2003
From: will at willardjwilliams.com (W. J. Williams)
Date: Tue, 14 Jan 2003 14:24:22 -0800 (PST)
Subject: [rt-users] trouble installing RT2
Message-ID: <20030114222422.5146.qmail@web13506.mail.yahoo.com>

--- "W. J. Williams" <will at willardjwilliams.com> wrote:
> Hi, Hope someone can help me with what I am sure is a simple problem to
> solve...just not for this newbie to FreeBSD.
> 
> I get the following error when attempting to install:
> 
> patching for rt2-2.0.14
> applying FreeBSD patches for rt2-2.0.14
> patch: **** can't cd to /usr/ports/www/rt2/work/rt-2-0-14: No such file
> or
> directory
> >>Patch patch-Makefile failed to apply cleanly.
> ***Error code 1
> 
> I gather it is looking for this directory and makefile, but I am lost as
> to why this is not included in the ports.  Additionally, I have just
> updated my ports tree and still no dice.
> 
> Any help would be greatly appreciated.
> 
> Regards,
> 
> Will Williams
> NOC Manager,
> Star 21 Networks
> "Searching for a cheaper trouble ticketing system"
> 
> =====
> Will Williams
> mobile: +49(0) 178-806-7966
> 


=====
Will Williams
mobile: +49(0) 178-806-7966


From rt at ml.altern8.net  Tue Jan 14 17:46:40 2003
From: rt at ml.altern8.net (Vince Hoang)
Date: Tue, 14 Jan 2003 14:46:40 -0800
Subject: [rt-users] trouble installing RT2
In-Reply-To: <20030114222422.5146.qmail@web13506.mail.yahoo.com>
References: <20030114222422.5146.qmail@web13506.mail.yahoo.com>
Message-ID: <20030114224640.GA16957@anarchy.com>

On Tue, Jan 14, 2003 at 02:24:22PM -0800, W. J. Williams wrote:
> > patch: **** can't cd to /usr/ports/www/rt2/work/rt-2-0-14: No
> > such file or directory

> > I gather it is looking for this directory and makefile,
> > but I am lost as to why this is not included in the ports.
> > Additionally, I have just updated my ports tree and still no
> > dice.

I think the port tries to download 2.0.15 when it expects 2.0.14.
Try renaming rt.tar.gz to rt-2-0-14.tar.gz.

-Vince


From pdh at snapgear.com  Tue Jan 14 17:50:46 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 15 Jan 2003 08:50:46 +1000
Subject: [rt-users] New install problem
In-Reply-To: <1042564765.1086.107.camel@ryn>
References: <1042564765.1086.107.camel@ryn>
Message-ID: <20030114225045.GB472@luggage.internal.moreton.com.au>

Bobby Wrenn wrote:
> DocumentRoot "/usr/local/rt2/WebRT/html"
> <Directory "/usr/local/rt2/WebRT/html">
> PerlRequire /usr/local/rt2/bin/webmux.pl
> <Location />
>   SetHandler perl-script
>   PerlHandler RT::Mason
> </Location>

Lose the "Directory" directive. You probably also should have

PerlModule Apache::DBI

in there, though its absence isn't a major problem.
-- 
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 bjwrenn at augustmail.com  Tue Jan 14 18:26:26 2003
From: bjwrenn at augustmail.com (Bobby Wrenn)
Date: 14 Jan 2003 17:26:26 -0600
Subject: [rt-users] New install problem
In-Reply-To: <1042406371.1086.31.camel@ryn>
References: <1042406371.1086.31.camel@ryn>
Message-ID: <1042586787.16156.50.camel@ryn>

Thanks to all who answered. You got me looking in the right places. I
fixed the perms on the log file and the page comes up.

I'll probably fall over a few more times getting it configured. But I am
past the first hurdle.

Thanks again
Bobby
On Sun, 2003-01-12 at 15:19, Bobby Wrenn wrote:
> I have just install RT2 on a clean RH7.3 install. I installed everything
> perl I could find, satisfied every dependency I could find any reference
> to and configured everything that made sense to me in config.pm. I added
> the default mod_perl lines to httpd.conf. and started apache.
> 
> When browsing to the RT box at http://10.1.29.255/ I get the following:
> 
> ----------
> <& /Elements/Header, Title=>"Start page", Refresh =>
> $session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab
> => '' &>
> <& /Elements/CustomHomepageHeader, %ARGS &> <& /Elements/MyTickets &>
> <& /Elements/MyRequests &> <& /Elements/Quicksearch &>
> <& /Elements/Refresh, Name => 'HomeRefreshInterval', Default => $session
> {'home_refresh_interval'} &>
> <%init> if ($ARGS{'HomeRefreshInterval'}) {
> $session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; }
> ------------
> There is also a <GO> button on the right side of the web page.
> ------------
> The httpd/error_log shows:
> -------------
> [Sun Jan 12 14:49:03 2003] [notice] Apache/1.3.23 (Unix) 
> (Red-Hat/Linux) mod_ss
> l/2.8.7 OpenSSL/0.9.6b DAV/1.0.3 PHP/4.1.2 mod_perl/1.26 configured --
> resuming
> normal operations
> [Sun Jan 12 14:49:03 2003] [notice] suEXEC mechanism enabled (wrapper:
> /usr/sbin
> /suexec)
> [Sun Jan 12 14:49:03 2003] [notice] Accept mutex: sysvsem (Default:
> sysvsem)
> [Sun Jan 12 15:06:04 2003] [notice] caught SIGTERM, shutting down
> [Sun Jan 12 15:06:23 2003] [notice] Apache/1.3.23 (Unix) 
> (Red-Hat/Linux) mod_ss
> l/2.8.7 OpenSSL/0.9.6b DAV/1.0.3 PHP/4.1.2 mod_perl/1.26 configured --
> resuming
> normal operations
> [Sun Jan 12 15:06:23 2003] [notice] suEXEC mechanism enabled (wrapper:
> /usr/sbin
> /suexec)
> [Sun Jan 12 15:06:23 2003] [notice] Accept mutex: sysvsem (Default:
> sysvsem)
> -------------
> 
> So it looks like mod_perl is working. I do not know how to what else to
> check.
> 
> What is not working? It seems like something required is missing. But I
> don't know how to ask the right question to get to the answer. I have
> been trying to get RT installed for almost a month without success. I
> have gone to a clean install of a know supported distro and followed
> everything I could find to the letter. Still no joy.
> 
> I am expected to be able to demo this by Tuesday morning. It is now
> Sunday afternoon. Help!
> 
> TIA
> Bobby
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 




From pdh at snapgear.com  Tue Jan 14 18:35:10 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 15 Jan 2003 09:35:10 +1000
Subject: [rt-users] trouble installing RT2
In-Reply-To: <20030114224640.GA16957@anarchy.com>
References: <20030114222422.5146.qmail@web13506.mail.yahoo.com> <20030114224640.GA16957@anarchy.com>
Message-ID: <20030114233510.GF472@luggage.internal.moreton.com.au>

[cc: port maintainer]

Vince Hoang wrote:
> I think the port tries to download 2.0.15 when it expects 2.0.14.

Correct.

> Try renaming rt.tar.gz to rt-2-0-14.tar.gz.

No, that won't help. The solution is to get the port to download
a known version instead of the rt.tar.gz moving target.

The port also uses "/usr/local/bin/perl" but doesn't depend
on the perl5 port. The system supplied perl is okay for use
with RT, so I see no need for this.

Try the attached patch. "make" succeeds for me now. I haven't
tried a "make install" as I have a perfectly good RT installation
on this box that I'd rather not trash. :-)
-- 
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 --------------
? www/rt2/work
Index: www/rt2/Makefile
===================================================================
RCS file: /cvs/FreeBSD/ports/www/rt2/Makefile,v
retrieving revision 1.1
diff -u -r1.1 Makefile
--- www/rt2/Makefile	22 Dec 2002 04:50:13 -0000	1.1
+++ www/rt2/Makefile	14 Jan 2003 23:32:17 -0000
@@ -6,11 +6,11 @@
 #
 
 PORTNAME=	rt2
-PORTVERSION=	2.0.14
+PORTVERSION=	2.0.15
 CATEGORIES=	www
 MASTER_SITES=	http://www.fsck.com/pub/rt/release/
-WRKSRC=		${WRKDIR}/rt-2-0-14
-DISTFILES=	rt.tar.gz
+WRKSRC=		${WRKDIR}/rt-2-0-15
+DISTFILES=	rt-2-0-15.tar.gz
 
 MAINTAINER=	plasmaball at pchome.com.tw
 
Index: www/rt2/distinfo
===================================================================
RCS file: /cvs/FreeBSD/ports/www/rt2/distinfo,v
retrieving revision 1.1
diff -u -r1.1 distinfo
--- www/rt2/distinfo	22 Dec 2002 04:50:13 -0000	1.1
+++ www/rt2/distinfo	14 Jan 2003 23:32:17 -0000
@@ -1 +1 @@
-MD5 (rt.tar.gz) = 59179c054c0e05336f9b92fe3b031270
+MD5 (rt-2-0-15.tar.gz) = 7e6762d5091ea5919504eaa754f4612e
Index: www/rt2/files/patch-Makefile
===================================================================
RCS file: /cvs/FreeBSD/ports/www/rt2/files/patch-Makefile,v
retrieving revision 1.1
diff -u -r1.1 patch-Makefile
--- www/rt2/files/patch-Makefile	22 Dec 2002 04:50:13 -0000	1.1
+++ www/rt2/files/patch-Makefile	14 Jan 2003 23:32:17 -0000
@@ -1,14 +1,5 @@
 --- Makefile	Sat Jul 20 10:42:39 2002
 +++ Makefile	Thu Aug 15 22:17:55 2002
-@@ -2,7 +2,7 @@
- # RT is Copyright 1996-2002 Jesse Vincent <jesse at bestpractical.com>
- # It is distributed under the terms of the GNU General Public License, version 2
- 
--PERL			= 	/usr/bin/perl
-+PERL			= 	/usr/local/bin/perl
- 
- RT_VERSION_MAJOR	=	2
- RT_VERSION_MINOR	=	0
 @@ -15,7 +15,7 @@
  BRANCH			=	HEAD
  

From diong at faredge.com.au  Tue Jan 14 19:00:09 2003
From: diong at faredge.com.au (Dion Gullotta)
Date: Wed, 15 Jan 2003 11:00:09 +1100
Subject: [rt-users] Emailing owner on assigning task for request tracker
Message-ID: <000c01c2bc29$1224ae30$4e20a8c0@gaugin>

Hi all

Does anyone know of a Scrip that send's an email to the owner when they get
assigned a ticket? Right now our users have to login to RT every 5 mins to
check if they have any jobs. It would be easier if they got emailed when the
ticket was assigned to them.

Does anyone know of a Scrip that does this? Even something that calls
another Scrip so I can use the existing email function, for example "On
assign owner do.." and then I can tell it to send an email.

Any ideas?

Thanks

Dion Gullotta
Far Edge Technology

p. 02 99553640
f. 02 99547994
http://www.faredge.com.au



From rt at ml.altern8.net  Tue Jan 14 18:52:35 2003
From: rt at ml.altern8.net (Vince Hoang)
Date: Tue, 14 Jan 2003 15:52:35 -0800
Subject: [rt-users] trouble installing RT2
In-Reply-To: <20030114233510.GF472@luggage.internal.moreton.com.au>
References: <20030114222422.5146.qmail@web13506.mail.yahoo.com> <20030114224640.GA16957@anarchy.com> <20030114233510.GF472@luggage.internal.moreton.com.au>
Message-ID: <20030114235235.GB16957@anarchy.com>

On Wed, Jan 15, 2003 at 09:35:10AM +1000, Phil Homewood wrote:
> Vince Hoang wrote:
>
> > Try renaming rt.tar.gz to rt-2-0-14.tar.gz.
>
> No, that won't help. The solution is to get the port to
> download a known version instead of the rt.tar.gz moving
> target.

Sorry, I was not clear enough earlier. Renaming rt.tar.gz in
both Makefile and distinfo prepares the port for 2.0.14. I do
agree, downloading specific version for the port would be an
improvement.

For better or for worse, I keep /usr/local/bin/perl symlinked to
/usr/bin/perl and did not notice the other gotcha.

-Vince


From pdh at snapgear.com  Tue Jan 14 18:58:30 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 15 Jan 2003 09:58:30 +1000
Subject: [rt-users] Emailing owner on assigning task for request tracker
In-Reply-To: <000c01c2bc29$1224ae30$4e20a8c0@gaugin>
References: <000c01c2bc29$1224ae30$4e20a8c0@gaugin>
Message-ID: <20030114235830.GL472@luggage.internal.moreton.com.au>

Dion Gullotta wrote:
> Does anyone know of a Scrip that send's an email to the owner when they get
> assigned a ticket? Right now our users have to login to RT every 5 mins to
> check if they have any jobs. It would be easier if they got emailed when the
> ticket was assigned to them.
> 
> Does anyone know of a Scrip that does this? Even something that calls
> another Scrip so I can use the existing email function, for example "On
> assign owner do.." and then I can tell it to send an email.

OnOwnerChange NotifyOwner with template .....

http://www.fsck.com/pub/rt/contrib/2.0/OwnerChange/

-- 
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 andrew-rt at andrew.net.au  Tue Jan 14 19:27:07 2003
From: andrew-rt at andrew.net.au (Andrew Pollock)
Date: Wed, 15 Jan 2003 10:27:07 +1000
Subject: [rt-users] Variables available in templates
Message-ID: <20030115002707.GA15598@daedalus.andrew.net.au>

Hi,

I've had a quick skim of the documentation and the FAQ, but I can't find a 
list of variables available for use in templates jumping out at me 
anywhere...

Perhaps a good candidate for the FAQ?

Andrew


From pdh at snapgear.com  Tue Jan 14 19:48:06 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 15 Jan 2003 10:48:06 +1000
Subject: [rt-users] Variables available in templates
In-Reply-To: <20030115002707.GA15598@daedalus.andrew.net.au>
References: <20030115002707.GA15598@daedalus.andrew.net.au>
Message-ID: <20030115004806.GM472@luggage.internal.moreton.com.au>

Well well, fancy seeing you here. :-)

Andrew Pollock wrote:
> I've had a quick skim of the documentation and the FAQ, but I can't find a 
> list of variables available for use in templates jumping out at me 
> anywhere...

There's not. :-(

> Perhaps a good candidate for the FAQ?

Now it's been asked three times, I guess so. ;) The following is
now at

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

but if anyone can improve on it, feel free :-)
....

Bearing in mind that most things can be referenced starting at

$Ticket       (the ticket object itself)
$Transaction  (the object for THIS transaction)

and that these are RT::Ticket and RT::Transaction objects with
associated pod and man pages, it's usually pretty simple to
find a method that returns what you want. You also have access
to the variables in the RT:: scope, for example: $RT::WebURL.

-- 
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 will at willardjwilliams.com  Wed Jan 15 00:15:54 2003
From: will at willardjwilliams.com (W. J. Williams)
Date: Tue, 14 Jan 2003 21:15:54 -0800 (PST)
Subject: [rt-users] trouble installing RT2
In-Reply-To: <20030114233510.GF472@luggage.internal.moreton.com.au>
Message-ID: <20030115051554.4005.qmail@web13504.mail.yahoo.com>

Thanks for the info from Vince and Phil, how do I apply this patch?  I
tried copying to rt2 directory and then running it with sh...sure I am
doing something wrong as it did not work.  You're really helping a newbie
out here.

Regards,

Will

--- Phil Homewood <pdh at snapgear.com> wrote:
> [cc: port maintainer]
> 
> Vince Hoang wrote:
> > I think the port tries to download 2.0.15 when it expects 2.0.14.
> 
> Correct.
> 
> > Try renaming rt.tar.gz to rt-2-0-14.tar.gz.
> 
> No, that won't help. The solution is to get the port to download
> a known version instead of the rt.tar.gz moving target.
> 
> The port also uses "/usr/local/bin/perl" but doesn't depend
> on the perl5 port. The system supplied perl is okay for use
> with RT, so I see no need for this.
> 
> Try the attached patch. "make" succeeds for me now. I haven't
> tried a "make install" as I have a perfectly good RT installation
> on this box that I'd rather not trash. :-)
> -- 
> 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
> > ? www/rt2/work
> Index: www/rt2/Makefile
> ===================================================================
> RCS file: /cvs/FreeBSD/ports/www/rt2/Makefile,v
> retrieving revision 1.1
> diff -u -r1.1 Makefile
> --- www/rt2/Makefile	22 Dec 2002 04:50:13 -0000	1.1
> +++ www/rt2/Makefile	14 Jan 2003 23:32:17 -0000
> @@ -6,11 +6,11 @@
>  #
>  
>  PORTNAME=	rt2
> -PORTVERSION=	2.0.14
> +PORTVERSION=	2.0.15
>  CATEGORIES=	www
>  MASTER_SITES=	http://www.fsck.com/pub/rt/release/
> -WRKSRC=		${WRKDIR}/rt-2-0-14
> -DISTFILES=	rt.tar.gz
> +WRKSRC=		${WRKDIR}/rt-2-0-15
> +DISTFILES=	rt-2-0-15.tar.gz
>  
>  MAINTAINER=	plasmaball at pchome.com.tw
>  
> Index: www/rt2/distinfo
> ===================================================================
> RCS file: /cvs/FreeBSD/ports/www/rt2/distinfo,v
> retrieving revision 1.1
> diff -u -r1.1 distinfo
> --- www/rt2/distinfo	22 Dec 2002 04:50:13 -0000	1.1
> +++ www/rt2/distinfo	14 Jan 2003 23:32:17 -0000
> @@ -1 +1 @@
> -MD5 (rt.tar.gz) = 59179c054c0e05336f9b92fe3b031270
> +MD5 (rt-2-0-15.tar.gz) = 7e6762d5091ea5919504eaa754f4612e
> Index: www/rt2/files/patch-Makefile
> ===================================================================
> RCS file: /cvs/FreeBSD/ports/www/rt2/files/patch-Makefile,v
> retrieving revision 1.1
> diff -u -r1.1 patch-Makefile
> --- www/rt2/files/patch-Makefile	22 Dec 2002 04:50:13 -0000	1.1
> +++ www/rt2/files/patch-Makefile	14 Jan 2003 23:32:17 -0000
> @@ -1,14 +1,5 @@
>  --- Makefile	Sat Jul 20 10:42:39 2002
>  +++ Makefile	Thu Aug 15 22:17:55 2002
> -@@ -2,7 +2,7 @@
> - # RT is Copyright 1996-2002 Jesse Vincent <jesse at bestpractical.com>
> - # It is distributed under the terms of the GNU General Public License,
> version 2
> - 
> --PERL			= 	/usr/bin/perl
> -+PERL			= 	/usr/local/bin/perl
> - 
> - RT_VERSION_MAJOR	=	2
> - RT_VERSION_MINOR	=	0
>  @@ -15,7 +15,7 @@
>   BRANCH			=	HEAD
>   
> 


=====
Will Williams
mobile: +49(0) 178-806-7966


From pdh at snapgear.com  Wed Jan 15 01:15:45 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 15 Jan 2003 16:15:45 +1000
Subject: [rt-users] trouble installing RT2
In-Reply-To: <20030115051554.4005.qmail@web13504.mail.yahoo.com>
References: <20030114233510.GF472@luggage.internal.moreton.com.au> <20030115051554.4005.qmail@web13504.mail.yahoo.com>
Message-ID: <20030115061545.GI472@luggage.internal.moreton.com.au>

W. J. Williams wrote:
> Thanks for the info from Vince and Phil, how do I apply this patch?  I
> tried copying to rt2 directory and then running it with sh...sure I am
> doing something wrong as it did not work.  You're really helping a newbie
> out here.

cd /usr/ports/www/rt2
patch < /path/to/rt2-port-patch
make install

-- 
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 autrijus at autrijus.org  Wed Jan 15 01:30:27 2003
From: autrijus at autrijus.org (Autrijus Tang)
Date: Wed, 15 Jan 2003 14:30:27 +0800
Subject: [rt-users] trouble installing RT2
In-Reply-To: <20030114233510.GF472@luggage.internal.moreton.com.au>
References: <20030115002858.GS12365@pallas.fsck.com>
Message-ID: <20030115063027.GA44574@not.autrijus.org>

On Tue, Jan 14, 2003 at 07:28:58PM -0500, Jesse Vincent wrote:
> No, that won't help. The solution is to get the port to download
> a known version instead of the rt.tar.gz moving target.
> 
> The port also uses "/usr/local/bin/perl" but doesn't depend
> on the perl5 port. The system supplied perl is okay for use
> with RT, so I see no need for this.
> 
> Try the attached patch. "make" succeeds for me now. I haven't
> tried a "make install" as I have a perfectly good RT installation
> on this box that I'd rather not trash. :-)

Plasmabal is made aware of this problem; your patch has been
applied to our depot (http://p4.elixus.org/snap/rt-ports.tar.gz
which also contains rt3 and mod_perl2 ports); we'll get keichii 
to commit it soon.

Thanks,
/Autrijus/
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From TalkLists at index-s.de  Wed Jan 15 07:11:04 2003
From: TalkLists at index-s.de (Stefan Seiz)
Date: Wed, 15 Jan 2003 13:11:04 +0100
Subject: [rt-users] Problems Searching for Tickets after update to 2.0.15 from 2.0.11
Message-ID: <BA4B0E68.1BF5C%TalkLists@index-s.de>

Hi,

running 2.0.15 on MacOS X Server 10.1.4 i have problems with Searching for
Tickets using the Webinterface.

Searching for Tickets with status "Dead" does never return any results,
allthough i verified, that i have dead tickets in the rt-database.

Searching for subjects also doesn't return tickets with status "dead".

Is this intentional? If it is, why is status "dead" even included in the
popup on the search form?

Thanks
Stefan
--
Stefan Seiz <http://www.StefanSeiz.com>
Spamto: <bin at imd.net>
 



From TalkLists at index-s.de  Wed Jan 15 07:27:07 2003
From: TalkLists at index-s.de (Stefan Seiz)
Date: Wed, 15 Jan 2003 13:27:07 +0100
Subject: [rt-users] Reporting on Time Spent
Message-ID: <BA4B122B.1BF5F%TalkLists@index-s.de>

Trying to avoid reinvention of the wheel:

Did anyone ever develop any script to get a report on "Time Spent"?

I'm looking for possibilities to generate a Report on Time Spent summarized
per OWNER and Queue.

We setup an own Queue for all of our clients and would like to get an
overview on time spent on tickets summarized by Owner and Queue for specific
timeframes for billing purposes.

Thanks

--
Stefan Seiz <http://www.StefanSeiz.com>
Spamto: <bin at imd.net>



From bruce_campbell at ripe.net  Wed Jan 15 08:12:08 2003
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 15 Jan 2003 14:12:08 +0100 (CET)
Subject: [rt-users] Problems Searching for Tickets after update to 2.0.15
 from 2.0.11
In-Reply-To: <BA4B0E68.1BF5C%TalkLists@index-s.de>
Message-ID: <Pine.LNX.4.44.0301151410580.29287-100000@x22.ripe.net>

On Wed, 15 Jan 2003, Stefan Seiz wrote:

> Searching for Tickets with status "Dead" does never return any results,
> allthough i verified, that i have dead tickets in the rt-database.
>
> Searching for subjects also doesn't return tickets with status "dead".
>
> Is this intentional?

Yes.  Please refer to http://www.fsck.com/rtfm/article.html?id=229 and
also this list's archives.

> If it is, why is status "dead" even included in the
> popup on the search form?

Good question.  I'd imagine its because its listing the possible status
variables.

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security



From laurent.vaills at dms.at  Wed Jan 15 08:16:46 2003
From: laurent.vaills at dms.at (Laurent Vaills)
Date: 15 Jan 2003 14:16:46 +0100
Subject: [rt-users] Seeing the queues we are watching.
Message-ID: <1042636607.31660.7.camel@neo.sophia.dms.at>

Hi all.

How can I see all the queues than I am set to watcher ?

Laurent





From hakimsoso at yahoo.com  Wed Jan 15 08:37:42 2003
From: hakimsoso at yahoo.com (kh es)
Date: Wed, 15 Jan 2003 05:37:42 -0800 (PST)
Subject: [rt-users] Modify ticket
Message-ID: <20030115133742.46330.qmail@web14709.mail.yahoo.com>


Hi

Is ModifyTicket right needed to let users own Ticket ? 



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From hakimsoso at yahoo.com  Wed Jan 15 08:51:01 2003
From: hakimsoso at yahoo.com (kh es)
Date: Wed, 15 Jan 2003 05:51:01 -0800 (PST)
Subject: [rt-users] Time
Message-ID: <20030115135101.95493.qmail@web14707.mail.yahoo.com>


Hi

how can I change the time which apper in the tickets to be the same as the time in the Linux machine?



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From hakimsoso at yahoo.com  Wed Jan 15 08:57:37 2003
From: hakimsoso at yahoo.com (kh es)
Date: Wed, 15 Jan 2003 05:57:37 -0800 (PST)
Subject: [rt-users] Ticket creation
Message-ID: <20030115135737.50291.qmail@web14709.mail.yahoo.com>


Hi

How can I let some fields which is repeated in Tickets to be added auto whe I create Ticket so I don't need to add them manually each time on creation of tickets ? 



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From TalkLists at index-s.de  Wed Jan 15 09:43:38 2003
From: TalkLists at index-s.de (Stefan Seiz)
Date: Wed, 15 Jan 2003 15:43:38 +0100
Subject: [rt-users] Problems Searching for Tickets after update to
	2.0.15 from 2.0.11
In-Reply-To: <Pine.LNX.4.44.0301151410580.29287-100000@x22.ripe.net>
Message-ID: <BA4B322A.1C001%TalkLists@index-s.de>

On 15.01.2003 14:12 Uhr, Bruce Campbell <bruce_campbell at ripe.net> wrote:

> Yes.  Please refer to http://www.fsck.com/rtfm/article.html?id=229 and
> also this list's archives.

Thanks! I feel dumb now. i had browsed RTFM but didn't notice it has a
search function too. Searching for "dead" would have answered my question
;-)

> 
>> If it is, why is status "dead" even included in the
>> popup on the search form?
> 
> Good question.  I'd imagine its because its listing the possible status
> variables.

Guess there's only one function doing the propagation of the status popups,
and as they're used all over the place - incl. places where you need status
"dead", it's included in the search screen. If someone has too much time,
this could be changed as it is misleading somehow. Otherwise not a big deal.

--
Stefan Seiz <http://www.StefanSeiz.com>
Spamto: <bin at imd.net>



From js138 at eng.cam.ac.uk  Wed Jan 15 09:51:05 2003
From: js138 at eng.cam.ac.uk (J. Sloan)
Date: Wed, 15 Jan 2003 14:51:05 +0000 (GMT)
Subject: [rt-users] Object instatiation query.
Message-ID: <Pine.HPX.4.33L.0301151445470.28350-100000@punch.eng.cam.ac.uk>

For complex reasons involving trying to Do The Right Thing when a message
comes back into RT with a tag in the subject line but Cced to another RT
Queue address, I'm attempting to build a custom version of rt-mailgate.

However I'm running into some curious oddities.

For one, I'm trying to determine the name of the queue associated with the
tag with $Ticket->QueueObj->Name().  Sometimes this works (with exactly
the same tag and input message) and sometimes it doesn't.  Or more
accurately it doesn't work for long stretches (returning undef) and then
starts working, making me suspect that something is causing the values to
become cached somewhere - is there some lazy evaluation going on?

Similarly $Ticket->QueueObj->AdminCcAsString().

Anyone with any insight?  I'm not too hot on object inheritance, so
picking through the code is proving to be slow going which I could happily
avoid if you do have some to share.

Thanks.

John




From bpinksto at centenary.edu  Wed Jan 15 10:10:16 2003
From: bpinksto at centenary.edu (Brad Pinkston)
Date: Wed, 15 Jan 2003 09:10:16 -0600
Subject: [rt-users] Assign Tab & New Tickets Window
Message-ID: <03c901c2bca8$367a0850$8d5ac4cc@gents.centenary.edu>

I have added to our system.  If anyone is interested in these mods just
email me.  They're simple, but helped us a lot.

1) I replaced the "Tickets I Requested..." window on the home screen with a
window that shows all the tickets with status new.  If a ticket comes in
that we know will be assigned to us before it gets assigned we can grab it.
Also we can help other users when they get busy and can't get to their
tickets.

2) I also added a new tab next to People and Links on the ticket page that
looks like the people assignment tab, but just assigns owner.  It makes it
easier and more straight forward for a supervisor to assign a ticket.

These are simple mod, but I thought someone just starting out might
appreciate them.

Brad Pinkston
Centenary College of LA
Firewall/Network Administrator
IT Department
(318) 869-5003
bpinksto at centenary.edu



From plasmaball at pchome.com.tw  Wed Jan 15 11:05:18 2003
From: plasmaball at pchome.com.tw (plasma)
Date: Thu, 16 Jan 2003 00:05:18 +0800
Subject: [rt-users] trouble installing RT2
In-Reply-To: <20030114233510.GF472@luggage.internal.moreton.com.au>
References: <20030114222422.5146.qmail@web13506.mail.yahoo.com> <20030114224640.GA16957@anarchy.com> <20030114233510.GF472@luggage.internal.moreton.com.au>
Message-ID: <20030115160518.GA16003@plasmanb.plasma.idv.tw>

On Wed, Jan 15, 2003 at 09:35:10AM +1000, Phil Homewood wrote:
> > I think the port tries to download 2.0.15 when it expects 2.0.14.
> Correct.

This port was made when I was new to RT2.  Refering to rt.tar.gz is
my stupid mistake.

> Try the attached patch. "make" succeeds for me now. I haven't
> tried a "make install" as I have a perfectly good RT installation
> on this box that I'd rather not trash. :-)

sent-pr.  Thanks, Phil. :)


plasma

==========================================================
 ?]???e?A???B??3?D33
 http://edm-prg.epaper.com.tw/click.php?ad_code=1200
==========================================================
 PC home Online ?????a?x?G?|?????@?A?x?W???j???J?f????
==========================================================


From Florian.Haid at AdNovum.CH  Wed Jan 15 13:15:36 2003
From: Florian.Haid at AdNovum.CH (Florian Haid)
Date: Wed, 15 Jan 2003 19:15:36 +0100
Subject: [rt-users] Setup error on Solaris
Message-ID: <3E25A548.6010007@adnovum.ch>

Hi

Today, i've tried to install RT2 (Version 2.1.59) on a Solaris 8
Box. On this machine is Perl 5.8.0, mod_perl 1.99.8
with Apache 2.0.4.3 installed. The Apache-Config for RT2 looks
like:

Alias /rt /home/flori/projects/requesttracker/rt
PerlRequire /home/flori/projects/requesttracker/rt/bin/webmux.pl 

<Location /rt>
   SetHandler perl-script
   PerlHandler RT::Mason
</Location>

The apache-server runs fine, after disabling the syslog features
for RT2.
*BUT* if I try to access http://myserver.xy/rt/ , i recive a 404...
And in the error_log from the webserver are 2 new lines:

[Wed Jan 15 18:31:00 2003] [error] [client 192.168.6.34] Attempt to 
serve directory: /home/flori/projects/requesttracker/rt/
[Wed Jan 15 18:31:01 2003] [notice] Apache/2.0.43 (Unix) 
mod_perl/1.99_08 Perl/v5.8.0 PHP/4.2.3 configured -- resuming normal 
operations

And I cant figure out why i get this error....any ideas ?

Thanks in advance
- Florian



From jxh at jxh.com  Wed Jan 15 17:23:52 2003
From: jxh at jxh.com (Jim Hickstein)
Date: Wed, 15 Jan 2003 14:23:52 -0800
Subject: [rt-users] import-1.0-to-2.0 stuck
Message-ID: <52360000.1042669432@jxh.mirapoint.com>

I'm trying to upgrade RT 1.0.6 (!) RT to 2.0.15, on a Debian GNU/Linux 
host.  Installed RT2 OK so far, even to the point of logging in as root. 
Now I've doing "perl ./import-1.0-to-2.0" in the rt1/etc directory:

perl ./import-1.0-to-2.0
Use of uninitialized value in concatenation (.) or string at 
/usr/local/rt2/lib//RT/Handle.pm line 25.
Use of uninitialized value in concatenation (.) or string at 
/usr/local/rt2/lib//RT/Handle.pm line 25.
Can't locate object method "new" via package "RT::Handle" at 
/usr/local/rt2/lib//RT.pm line 26.

That double slash looks slightly odd, but not obviously wrong.  Any ideas?


From fstanley at netburner.com  Wed Jan 15 18:28:28 2003
From: fstanley at netburner.com (Forrest Stanley)
Date: Wed, 15 Jan 2003 15:28:28 -0800
Subject: [rt-users] Modify ticket
In-Reply-To: <20030115133742.46330.qmail@web14709.mail.yahoo.com>
Message-ID: <5.1.0.14.2.20030115152746.00bb46b0@mail.netburner.com>

At 05:37 AM 1/15/2003 -0800, kh es wrote:

>Hi
>
>Is ModifyTicket right needed to let users own Ticket ?

Hi

No, OwnTicket right is required to Own Ticket


>
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From hakimsoso at yahoo.com  Thu Jan 16 01:13:15 2003
From: hakimsoso at yahoo.com (kh es)
Date: Wed, 15 Jan 2003 22:13:15 -0800 (PST)
Subject: [rt-users] Modify ticket
In-Reply-To: <5.1.0.14.2.20030115152746.00bb46b0@mail.netburner.com>
Message-ID: <20030116061315.68577.qmail@web14704.mail.yahoo.com>


 
 Forrest Stanley <fstanley at netburner.com> wrote:At 05:37 AM 1/15/2003 -0800, kh es wrote:

>Hi
>
>Is ModifyTicket right needed to let users own Ticket ?

Hi

No, OwnTicket right is required to Own Ticket

But I tried to give the user OwnTicket right without Modifyticket right, but he get permission denied ?
>
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>Yahoo! Mail 
>Plus - Powerful. Affordable. 
>Sign up now

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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


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From news-misc at ada.dhs.org  Thu Jan 16 01:18:37 2003
From: news-misc at ada.dhs.org (acli@ada.dhs.org via news-to-mail gateway)
Date: Thu, 16 Jan 2003 06:18:37 GMT
Subject: [rt-users] How to specify multiple cc's at ticket creation?
Message-ID: <H8sMv1.n0t@ada.dhs.org>

Hi,

I am wondering, what is the "correct" way to specify multiple cc's
(or multiple requestors, or multiple AdminCC's) at ticket creation
time?

I tried to use spaces to separate email addresses, but RT assumed
that the whole thing is one email address, (Perhaps I could have
specified normal user names) so using spaces is not the right way.

I also tried to use commas to separate email addresses. RT
recognized one email address as an existing user, but failed
to recognize another email address in the list also as an existing
user. I ended up having to delete the "email address" and re-add
the corresponding user (with the exact same email address) in
the People page.

The RT manual is quite terse about how to create tickets. So it
does not seem to be too much of a help.

My RT is 2.0.15; any advice is much appreciated. Thanks in advance.

Best regards,
-- 
Ambrose Li  <a.c.li at ieee.org>


From hakimsoso at yahoo.com  Thu Jan 16 01:23:51 2003
From: hakimsoso at yahoo.com (kh es)
Date: Wed, 15 Jan 2003 22:23:51 -0800 (PST)
Subject: [rt-users] Parenting
Message-ID: <20030116062351.38325.qmail@web14701.mail.yahoo.com>


Hi

How parents & children works under RT ?



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From will at willardjwilliams.com  Thu Jan 16 01:41:18 2003
From: will at willardjwilliams.com (Will Williams)
Date: Thu, 16 Jan 2003 07:41:18 +0100
Subject: [rt-users] trouble installing RT2 (continued)
In-Reply-To: <20030115061545.GI472@luggage.internal.moreton.com.au>
References: <20030115051554.4005.qmail@web13504.mail.yahoo.com>
 <20030114233510.GF472@luggage.internal.moreton.com.au>
 <20030115051554.4005.qmail@web13504.mail.yahoo.com>
Message-ID: <5.2.0.9.0.20030116063601.00a11c10@pop.mail.yahoo.com>

I am almost there.  I copied the patch to rt2 directory. and ran the 
commands below as you indicated.  I get the error

"Hmm... I can't seem to find a patch in there anywhere"

I then tried renaming the patch "patch-* as suggested in the FreeBSD 
Porter's Handbook...still no dice. Then created a separate directory 
containing nothing but the various named versions of the patch; this didn't 
work either.  Am I forgetting something?

Regards,

Will

At 04:15 PM 1/15/03 +1000, Phil Homewood wrote:
>W. J. Williams wrote:
> > Thanks for the info from Vince and Phil, how do I apply this patch?  I
> > tried copying to rt2 directory and then running it with sh...sure I am
> > doing something wrong as it did not work.  You're really helping a newbie
> > out here.
>
>cd /usr/ports/www/rt2
>patch < /path/to/rt2-port-patch
>make install
>
>--
>Phil Homewood, Systems Janitor, www.SnapGear.com
>pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
>SnapGear - Custom Embedded Solutions and Security Appliances
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From kamara at eahd.or.ug  Thu Jan 16 03:04:42 2003
From: kamara at eahd.or.ug (Kamara Eric R-M)
Date: Thu, 16 Jan 2003 11:04:42 +0300 (EAT)
Subject: [rt-users] Setup error on Solaris
In-Reply-To: <3E25A548.6010007@adnovum.ch>
References: <3E25A548.6010007@adnovum.ch>
Message-ID: <20030116110346.M2200-100000@nemesis.eahd.or.ug>

Hi Florian,

try http://myserver.xy/rt/index.html and it might work.

Regards,
Eric

On Wed, 15 Jan 2003, Florian Haid wrote:

> Hi
>
> Today, i've tried to install RT2 (Version 2.1.59) on a Solaris 8
> Box. On this machine is Perl 5.8.0, mod_perl 1.99.8
> with Apache 2.0.4.3 installed. The Apache-Config for RT2 looks
> like:
>
> Alias /rt /home/flori/projects/requesttracker/rt
> PerlRequire /home/flori/projects/requesttracker/rt/bin/webmux.pl
>
> <Location /rt>
>    SetHandler perl-script
>    PerlHandler RT::Mason
> </Location>
>
> The apache-server runs fine, after disabling the syslog features
> for RT2.
> *BUT* if I try to access http://myserver.xy/rt/ , i recive a 404...
> And in the error_log from the webserver are 2 new lines:
>
> [Wed Jan 15 18:31:00 2003] [error] [client 192.168.6.34] Attempt to
> serve directory: /home/flori/projects/requesttracker/rt/
> [Wed Jan 15 18:31:01 2003] [notice] Apache/2.0.43 (Unix)
> mod_perl/1.99_08 Perl/v5.8.0 PHP/4.2.3 configured -- resuming normal
> operations
>
> And I cant figure out why i get this error....any ideas ?
>
> Thanks in advance
> - Florian
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 maximo at empresa.com  Thu Jan 16 10:18:46 2003
From: maximo at empresa.com (Rafael Maximo)
Date: Thu, 16 Jan 2003 12:18:46 -0300
Subject: [rt-users] NotifyOwner and NotifyOwnerAsComment
Message-ID: <5.1.0.14.2.20030116121700.0265bfe0@pop.matrix.com.br>

Hi,

I'm having i little problem with NotifyOwner and NotifyOwnerAsComment on RT 
2.0.15, I created these 2 scrips and it's working in some way but I 
discovered that when RT receive a new Ticket and click on "Comment" or 
"Reply" link write the message and set a new Owner, this new owner that i 
just set don't receive anything but any comment or reply done after this, 
the owner receives without problems. Why the Owner don't receive in the 
first time i set it? How can I change that?

I also tried to look at the list archives but I didn't find anything.


bye.

Rafael M?ximo




From f.wagner at kht-online.de  Thu Jan 16 10:57:12 2003
From: f.wagner at kht-online.de (Wagner Frank)
Date: Thu, 16 Jan 2003 16:57:12 +0100
Subject: [rt-users] bin/initacls.mysql: Command not found
Message-ID: <E106B83FB9BED31193C90000B45EE97022D3BF@KHT3>



Hello,

i have a really strange problem, can't solve this myself.
When i invoke make acls the Makefile always stops like
this:

heiligekuh:/var/kht/rt-2-0-15 # make acls
cp etc/acl.mysql '//opt/rt2/etc/acl.mysql'
/usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
                        s'!!DB_HOST!!'"localhost"'g;\
                        s'!!DB_RT_PASS!!'"rt_pass"'g;\
                        s'!!DB_RT_HOST!!'"localhost"'g;\
                        s'!!DB_RT_USER!!'"rt_user"'g;\
                        s'!!DB_DATABASE!!'"rt2"'g;" //opt/rt2/etc/acl.mysql
bin/initacls.mysql '/usr' 'localhost' '' 'root' '' 'rt2'
'//opt/rt2/etc/acl.mysql'
make: bin/initacls.mysql: Command not found
make: *** [acls] Error 127
heiligekuh:/var/kht/rt-2-0-15 #




Thanks for your help,


Frank Wagner


From f.wagner at kht-online.de  Thu Jan 16 11:17:21 2003
From: f.wagner at kht-online.de (Wagner Frank)
Date: Thu, 16 Jan 2003 17:17:21 +0100
Subject: [rt-users] (no subject)
Message-ID: <E106B83FB9BED31193C90000B45EE97022D3C1@KHT3>


Altough a make testdeps reports no problems i got this installation error
also:




heiligekuh:/var/kht/rt-2-0-15 # make insert
cp -rp ./tools/insertdata \
         //opt/rt2/etc
/usr/bin/perl -p -i -e " s'!!RT_ETC_PATH!!'/opt/rt2/etc'g;\
                   s'!!RT_LIB_PATH!!'/opt/rt2/lib'g;"\
        //opt/rt2/etc/insertdata
/usr/bin/perl -I//opt/rt2/etc -I//opt/rt2/lib //opt/rt2/etc/insertdata
Can't locate Class/ReturnValue.pm in @INC (@INC contains: /opt/rt2/etc
/opt/rt2/lib //opt/rt2/etc //opt/rt2/lib
/usr/lib/perl5/5.8.0/i586-linux-thread-multi /usr/lib/perl5/5.8.0
/usr/lib/perl5/site_perl/5.8.0/i586-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl .) at
/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm line 6.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm line 6.
Compilation failed in require at
/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record/Cachable.pm line 6.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record/Cachable.pm line 6.
Compilation failed in require at /opt/rt2/lib/RT/Record.pm line 25.
BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Record.pm line 25.
Compilation failed in require at /opt/rt2/lib/RT/User.pm line 30.
BEGIN failed--compilation aborted at /opt/rt2/lib/RT/User.pm line 30.
Compilation failed in require at //opt/rt2/etc/insertdata line 18.
BEGIN failed--compilation aborted at //opt/rt2/etc/insertdata line 18.
make: *** [insert] Error 2



Any hints?


Frank


From f.wagner at kht-online.de  Thu Jan 16 11:38:26 2003
From: f.wagner at kht-online.de (Wagner Frank)
Date: Thu, 16 Jan 2003 17:38:26 +0100
Subject: AW: [rt-users] bin/initacls.mysql: Command not found
Message-ID: <E106B83FB9BED31193C90000B45EE97022D3C2@KHT3>


> -----Urspr?ngliche Nachricht-----
> Von: Odhiambo Washington [mailto:wash at wananchi.com]
> Gesendet: Donnerstag, 16. Januar 2003 17:27
> An: Wagner Frank
> Betreff: Re: [rt-users] bin/initacls.mysql: Command not found
> 
> 
> * Wagner Frank <f.wagner at kht-online.de> [20030116 19:00]: wrote:
> > 
> > 
> > Hello,
> > 
> > i have a really strange problem, can't solve this myself.
> > When i invoke make acls the Makefile always stops like
> > this:
> > 
> > heiligekuh:/var/kht/rt-2-0-15 # make acls
> 
> 
> Why are you invoking `make acls`? Is this in the INSTALL notes?


Well, it is the point where the make install stops first.


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 #



Frank


From jgedeon at qualcomm.com  Thu Jan 16 12:01:45 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Thu, 16 Jan 2003 09:01:45 -0800
Subject: Fwd: Re: [rt-users] Additional field in User details
In-Reply-To: <5.1.0.14.2.20030116085956.05e3d950@mail1.qualcomm.com>
References: <5.1.0.14.2.20030113155230.058f7e48@mail1.qualcomm.com>
Message-ID: <5.1.0.14.2.20030116090120.0308f1d0@mail1.qualcomm.com>

Turns out that after I restarted the rt system the call to 
$self->_Value(dbfield) worked.
John

>At 03:53 PM 1/13/2003, you wrote:
>>Can anyone offer some help as to how this is done?
>>
>>>Date: Fri, 10 Jan 2003 10:07:23 -0800
>>>
>>>I found that in my function Order I can call $self->__Value(dbfield) and 
>>>get almost any data. I can show the name email creator user id etc but 
>>>it returns null for my Order field. If i login in to the database i can 
>>>see that the field is not null what else do I need to change?
>>>
>>>Previous changes.
>>>John
>>>
>>>>At 08:56 AM 1/10/2003, you wrote:
>>>>>I too have been working at getting this exact thing to work as well. I 
>>>>>managed to do all the stuff same as Sean and am stuck with a similar 
>>>>>problem. I cannot seem to figure out how to access the column that is 
>>>>>in the database. I added a function to User.pm that was called Order 
>>>>>(thats the name of my field that I wish to add) and have it return a 
>>>>>default value, that fixes the error from mason that I got, however I 
>>>>>cant seem to get the data into or out of the db.
>>>>>
>>>>>Any help is welcomed.
>>>>>John
>>>>>
>>>>>At 04:12 PM 10/2/2002, you wrote:
>>>>>>Hiya,
>>>>>>
>>>>>>I've run into a problem I can't seem to resolve. I would appreciate any
>>>>>>help anyone can offer. I'm running RT 2.0.13.
>>>>>>
>>>>>>I'm looking to add an additional field to the Users table to keep 
>>>>>>track of
>>>>>>the names of the employees that are using that username. It might sound
>>>>>>obscure, but it's pretty important to the scheme I'm working with.
>>>>>>
>>>>>>---
>>>>>>
>>>>>>So, I added a row for it in the database like this:
>>>>>>
>>>>>>mysql> alter table Users add Employees blob;
>>>>>>mysql> insert into Users (Employees) VALUES(NULL);
>>>>>>
>>>>>>---
>>>>>>
>>>>>>Next, I opened up User.pm and added a corresponding entry for 
>>>>>>"Employees":
>>>>>>vi /usr/local/rt/lib/RT/User.pm
>>>>>>
>>>>>>   my %Cols = (
>>>>>>               # {{{ Core RT info
>>>>>>               Name => 'public/read/write/admin',
>>>>>>               Password => 'write',
>>>>>>               Comments => 'read/write/admin',
>>>>>>               Employees => 'read/write/admin',
>>>>>>---
>>>>>>
>>>>>>Next, I added this statement to Admin/Users/Modify.html to display the
>>>>>>Employees field.
>>>>>>
>>>>>><TEXTAREA name="Employees" COLS=80 ROWS=5
>>>>>>WRAP=VIRTUAL><%$UserObj->Employees%></TEXTAREA>
>>>>>>
>>>>>>and at the bottom:
>>>>>>
>>>>>>$Employees=> undef
>>>>>></%ARGS>
>>>>>>
>>>>>>---
>>>>>>
>>>>>>But I got the following error on that page:
>>>>>>
>>>>>>Mason error
>>>>>>
>>>>>>component stack:   /Admin/Users/Modify.html [standard]
>>>>>>/autohandler [standard]
>>>>>>
>>>>>>code
>>>>>>stack: 
>>>>>>/usr/local/rt/WebRT/data/obj/STANDARD/Admin/Users/Modify.html:332
>>>>>>/usr/local/rt/WebRT/data/obj/STANDARD/autohandler:69
>>>>>>
>>>>>>
>>>>>>misc info:   error while executing /Admin/Users/Modify.html [standard]:
>>>>>>
>>>>>>---
>>>>>>
>>>>>>As a side note, I was able to replace the "Employees" with a previously
>>>>>>created, but unused value. For instance - I replaced it with Creator
>>>>>>(which was a valid field, but isn't usually displayed at all on
>>>>>>Modify.html) and it worked fine.
>>>>>>
>>>>>>By the way, here's autohandler:69
>>>>>>
>>>>>>68    else {
>>>>>>69        $m->call_next;
>>>>>>70    }
>>>>>>
>>>>>>
>>>>>>---
>>>>>>
>>>>>>I would appreciate any help on this issue. It has me greatly befuddled.
>>>>>>
>>>>>>Thanks.
>>>>>>Sean Byron
>>>>>>
>>>>>>_______________________________________________
>>>>>>rt-users mailing list
>>>>>>rt-users at lists.fsck.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;"
>>>
>>>
>>>--
>>><>< 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;"
>>
>>_______________________________________________
>>rt-users mailing list
>>rt-users at lists.fsck.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;"
>


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From gary.stainburn at ringways.co.uk  Thu Jan 16 12:07:24 2003
From: gary.stainburn at ringways.co.uk (Gary Stainburn)
Date: Thu, 16 Jan 2003 17:07:24 +0000
Subject: [rt-users] Server upgrade
Message-ID: <200301161707.24058.gary.stainburn@ringways.co.uk>

Hi folks,

I'm going to upgrade the server that my RT installation is sat on from RH7.2 
to 7.3, which will include upgrading Postgresql from 7.1.3 to 7.2.3 and 
therefore a dump/restore of the databases.  Also, I imagine Apache will be 
upgraded.

Are there any problems/pitfalls I should be aware of?
-- 
Gary Stainburn
 
This email does not contain private or confidential material as it
may be snooped on by interested government parties for unknown
and undisclosed purposes - Regulation of Investigatory Powers Act, 2000     



From bradh at bigpond.net.au  Thu Jan 16 12:33:12 2003
From: bradh at bigpond.net.au (Brad Horrocks)
Date: Fri, 17 Jan 2003 03:33:12 +1000
Subject: [rt-users] Server upgrade
In-Reply-To: <200301161707.24058.gary.stainburn@ringways.co.uk>
Message-ID: <NDBBLKBOMLJCIJKBAGGHAEADLAAA.bradh@bigpond.net.au>

Gary,
If you apply all updates as per RedHat you will end up upgrading 'mason' to
the latest version.
Unfortunately it doesn't work !!!
You'll get
"[error] Global symbol "$m" requires explicit package name at
/opt/rt2/bin/webmux.pl line 94."
when you try to start the web server

See
http://fsck.com/pub/rt/contrib/2.0/WebRT%2520Manual%2520-%2520Installation.d
oc re the above message.


Regards
Brad
(Once bitten)


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Gary Stainburn
> Sent: Friday, 17 January 2003 3:07 AM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Server upgrade
>
>
> Hi folks,
>
> I'm going to upgrade the server that my RT installation is sat on
> from RH7.2
> to 7.3, which will include upgrading Postgresql from 7.1.3 to 7.2.3 and
> therefore a dump/restore of the databases.  Also, I imagine
> Apache will be
> upgraded.
>
> Are there any problems/pitfalls I should be aware of?
> --
> Gary Stainburn
>
> This email does not contain private or confidential material as it
> may be snooped on by interested government parties for unknown
> and undisclosed purposes - Regulation of Investigatory Powers
> Act, 2000
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 map at eecs.berkeley.edu  Thu Jan 16 13:07:50 2003
From: map at eecs.berkeley.edu (Mike Patterson)
Date: Thu, 16 Jan 2003 10:07:50 -0800
Subject: [rt-users] grant rights to an existing "ghost" user
References: <20021004104002.16730.46347.Mailman@pallas.eruditorum.org>
Message-ID: <3E26F4F6.2030906@eecs.berkeley.edu>

Somehow I ended up with a email/user that I can't grant rights to.

I think I somehow ended up with this "ghost" user when I tried to use 
this email as an adminCC before actually creating the user.

When I search for the email/user using WebRT 
http://myorg.org/rt2/Admin/Users/ this user doesn't show up, including 
searching for disabled users (other users show up fine).

When I try to create the user e.g. "help-staff at myorg.org" rt says: "User 
could not be created: Email address in use".

How do I fix this?  something through webRT? commandline? or manually 
adding/deleting info from a mysql table?

Thanks for the tips - Mike



From khera at kcilink.com  Thu Jan 16 13:36:47 2003
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 16 Jan 2003 13:36:47 -0500
Subject: [rt-users] Server upgrade
In-Reply-To: <200301161707.24058.gary.stainburn@ringways.co.uk>
References: <200301161707.24058.gary.stainburn@ringways.co.uk>
Message-ID: <15910.64447.112842.483406@onceler.kciLink.com>

>>>>> "GS" == Gary Stainburn <gary.stainburn at ringways.co.uk> writes:


GS> I'm going to upgrade the server that my RT installation is sat on
GS> from RH7.2 to 7.3, which will include upgrading Postgresql from
GS> 7.1.3 to 7.2.3 and therefore a dump/restore of the databases.
GS> Also, I imagine Apache will be upgraded.

If your perl is upgraded, be sure to rebuild and/or upgrade to a
corresponding mod_perl.  Also make sure none of the perl libraries
installed for RT are downgraded.  The "cpan" program that comes with perl
can handle this nicely with it's "r" command.

Postgres 7.2.3 should work fine.  I did an upgrade from 7.1.x to 7.2.1
a while back and the standard pg_dump, pg_restore sequence was
flawless.

Don't go to Postgres 7.3 since RT will die horribly with it (RT is not
SQL standards compliant in some places that PG 7.3 insists it to be).



From map at eecs.berkeley.edu  Thu Jan 16 15:08:48 2003
From: map at eecs.berkeley.edu (Mike Patterson)
Date: Thu, 16 Jan 2003 12:08:48 -0800
Subject: [rt-users] Re: grant rights to an existing "ghost" user
References: <20021004104002.16730.46347.Mailman@pallas.eruditorum.org> <3E26F4F6.2030906@eecs.berkeley.edu>
Message-ID: <3E271150.9090506@eecs.berkeley.edu>

Problem solved:  I had to email rt, using the "ghost" users email 
address help-staff at ...  Somehow this made it allow me to update the user 
and grant rights.  I'm curious about the relationships of the mysql 
tables involved though..



From pdh at snapgear.com  Thu Jan 16 18:42:09 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 17 Jan 2003 09:42:09 +1000
Subject: [rt-users] Server upgrade
In-Reply-To: <NDBBLKBOMLJCIJKBAGGHAEADLAAA.bradh@bigpond.net.au>
References: <200301161707.24058.gary.stainburn@ringways.co.uk> <NDBBLKBOMLJCIJKBAGGHAEADLAAA.bradh@bigpond.net.au>
Message-ID: <20030116234209.GC469@luggage.apana.org.au>

Brad Horrocks wrote:
> If you apply all updates as per RedHat you will end up upgrading 'mason' to
> the latest version.
> Unfortunately it doesn't work !!!
> "[error] Global symbol "$m" requires explicit package name at
> /opt/rt2/bin/webmux.pl line 94."
> when you try to start the web server

Mason 1.16 works fine with RT 2.0.14-15. I'm not sure which
Mason version RH7.3 comes with, but if you make sure RT is
at 2.0.15 first you have a pretty good chance of survival.

-- 
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 dupuy at sysd.com  Thu Jan 16 18:44:47 2003
From: dupuy at sysd.com (Alexander Dupuy)
Date: Thu, 16 Jan 2003 18:44:47 -0500
Subject: [rt-users] the sanctitity of the comment confessional is not absolute
Message-ID: <3E2743EF.4010106@sysd.com>

Had the following Scrip:

OnComment NotifyAllWatchersAsComment with template AdminComment

However, requestors are considered "watchers", so comment was sent to an 
external requestor.

Where's the prevent-user-from-shooting-own-foot-safety?

@alex
-- 
mailto:dupuy at sysd.com



From pdh at snapgear.com  Thu Jan 16 19:18:16 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 17 Jan 2003 10:18:16 +1000
Subject: [rt-users] bin/initacls.mysql: Command not found
In-Reply-To: <E106B83FB9BED31193C90000B45EE97022D3BF@KHT3>
References: <E106B83FB9BED31193C90000B45EE97022D3BF@KHT3>
Message-ID: <20030117001816.GI469@luggage.apana.org.au>

Wagner Frank wrote:
> bin/initacls.mysql '/usr' 'localhost' '' 'root' '' 'rt2'
> '//opt/rt2/etc/acl.mysql'
> make: bin/initacls.mysql: Command not found
> make: *** [acls] Error 127

Is bin/initacls.mysql executable?

Does the first line of bin/initacls.mysql point to a valid
Bourne shell on your machine?

What happens when you run the following commands by hand?

ls -l bin/initacls.mysql
bin/initacls.mysql /usr localhost '' root '' rt2 //opt/rt2/etc/acl.mysql
./bin/initacls.mysql /usr localhost '' root '' rt2 //opt/rt2/etc/acl.mysql
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Thu Jan 16 19:22:33 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 17 Jan 2003 10:22:33 +1000
Subject: [rt-users] NotifyOwner and NotifyOwnerAsComment
In-Reply-To: <5.1.0.14.2.20030116121700.0265bfe0@pop.matrix.com.br>
References: <5.1.0.14.2.20030116121700.0265bfe0@pop.matrix.com.br>
Message-ID: <20030117002233.GJ469@luggage.apana.org.au>

Rafael Maximo wrote:
> I'm having i little problem with NotifyOwner and NotifyOwnerAsComment on RT 
> 2.0.15, I created these 2 scrips and it's working in some way but I 
> discovered that when RT receive a new Ticket and click on "Comment" or 
> "Reply" link write the message and set a new Owner, this new owner that i 
> just set don't receive anything but any comment or reply done after this, 
> the owner receives without problems. Why the Owner don't receive in the 
> first time i set it? How can I change that?

The comment transaction is processed before the Owner is changed.
There's possibly a way to force this to happen in the opposite
order, but I haven't looked at that part of the code.

You could work around this by installing OnOwnerChange from the
contrib area, and doing an OnOwnerChange NotifyOwner.
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Thu Jan 16 19:26:45 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 17 Jan 2003 10:26:45 +1000
Subject: [rt-users] the sanctitity of the comment confessional is not absolute
In-Reply-To: <3E2743EF.4010106@sysd.com>
References: <3E2743EF.4010106@sysd.com>
Message-ID: <20030117002645.GL469@luggage.apana.org.au>

Alexander Dupuy wrote:
> OnComment NotifyAllWatchersAsComment with template AdminComment

That's not usually advisable, but...

> However, requestors are considered "watchers", so comment was sent to an 
> external requestor.
> 
> Where's the prevent-user-from-shooting-own-foot-safety?

... there may well be cases when it is required, and trying
to prevent it would break that usage. Not everybody uses
comments as not-for-requestor-eyes. That's the power of RT -
it can be used in all kinds of creative ways.

Besides, the logic to prevent one from doing that would be
quite hairy, I'd imagine.
-- 
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 gm at efn.org  Thu Jan 16 19:34:37 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Thu, 16 Jan 2003 16:34:37 -0800 (PST)
Subject: [rt-users] Example of HasMember?  and NewWindow stuff
Message-ID: <Pine.GSU.4.21.0301161624200.27201-100000@garcia.efn.org>

In request to a user wanting opening new windows (or new tabs, thanks to
Multizilla on Mozilla), I implemented a simple tweak to TicketCell.

I found the existing NewWindowOption stuff useless and poorly documented
(I finally found the pref setting in Admin/Users/Prefs, but no links to
that, unless I manually went to that page), and it didn't seem to work on
a per user basis (see below) removing:

 if ($session{NewWindowOption}) {
		$link .= "TARGET=\"TicketDisplay".$session{AlwaysNewWindowOption} &&
(time() . rand(1024))."\" ";
				}
Which didn't work anyway... and caused problems.

I put:

if ($session{NewWindowOption}) {
                $link .= "\" TARGET=\"_blank\"";
        }

Which did work fine.

Initially, I had it without the NewWindowOption condition, so that it
worked for everyone, but i got complaints that some people disliked the
opening in a new window behavior.  What some wanted (and if someone can
code either of these, please do) was "Ok, but close the window when we
resolve the ticket" or "Don't open new windows, but do return to Home when
we resolve a ticket."  I tried use the NewWindowOption stuff, but it
doesn't seem to work beyond a session... or else I just didn't understand
how it works.

What I want:

Pseudocode:

if (Current User is a member of NewWindow group) {
                $link .= "\" TARGET=\"_blank\"";
        }

And I see RT:Group has a HasMember function but no idea how to form
such a code fragment to do that.  Googling in the archive didn't find it
either, nor did reading the code.

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 maximo at empresa.com  Thu Jan 16 20:05:14 2003
From: maximo at empresa.com (Rafael Maximo)
Date: Thu, 16 Jan 2003 22:05:14 -0300
Subject: [rt-users] NotifyOwner and NotifyOwnerAsComment
In-Reply-To: <20030117002233.GJ469@luggage.apana.org.au>
References: <5.1.0.14.2.20030116121700.0265bfe0@pop.matrix.com.br>
 <5.1.0.14.2.20030116121700.0265bfe0@pop.matrix.com.br>
Message-ID: <5.1.0.14.2.20030116215739.027f9848@empresa.net>

At 09:22 PM 16/1/2003, you wrote:
>Rafael Maximo wrote:
> > I'm having i little problem with NotifyOwner and NotifyOwnerAsComment 
> on RT
> > 2.0.15, I created these 2 scrips and it's working in some way but I
> > discovered that when RT receive a new Ticket and click on "Comment" or
> > "Reply" link write the message and set a new Owner, this new owner that i
> > just set don't receive anything but any comment or reply done after this,
> > the owner receives without problems. Why the Owner don't receive in the
> > first time i set it? How can I change that?
>
>The comment transaction is processed before the Owner is changed.
>There's possibly a way to force this to happen in the opposite
>order, but I haven't looked at that part of the code.
>
>You could work around this by installing OnOwnerChange from the
>contrib area, and doing an OnOwnerChange NotifyOwner.

It worked but not in the way a wanted. I want the new owner to receive the 
comment or the reply. Let me explain what happen here, The RT receives the 
new ticket and then a read and click on comment, write the comment and set 
the owner responsible to answer that ticket, but a want the new owner to 
receive the comment in his e-mail. With your suggestion the owner is being 
notified but he doesn't receive the comment.

Is there any way to do that?


>--
>Phil Homewood, Systems Janitor, www.SnapGear.com
>pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
>SnapGear - Custom Embedded Solutions and Security Appliances
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Rafael M?ximo




From cgal at gmi-mr.com  Thu Jan 16 20:23:23 2003
From: cgal at gmi-mr.com (Cristian D. GAL)
Date: Fri, 17 Jan 2003 01:23:23 +0000 (GMT)
Subject: [rt-users] newbie question (RT + FastCGI)
Message-ID: <Pine.LNX.4.44.0301170112560.7905-100000@vancouver.gmi-mr.com>

Hello,

I have a RH7.3 server runnimg RT and I need to activate fastcgi.
The apache config is preety much default (see below), rt 2.0.15.

I tried to configure FastCGI as in RT's instructions and at apache startup 
I can see:

[Thu Jan 16 23:22:03 2003] [notice] FastCGI: process manager initialized (pid 28413)
[Thu Jan 16 23:22:03 2003] [warn] FastCGI: server "/usr/local/rt2/bin/mason_handler.fcgi" 
started (pid 28416)

but I get errors when activating this line:

ScriptAlias / /usr/local/rt2/bin/mason_handler.fcgi/

[Thu Jan 16 23:22:03 2003] [warn] [Mason] Cannot resolve file to 
component: /usr/local/rt2/bin/mason_handler.fcgi 
(is file outside component root?)

Any ideas, is this a known issue, is there something else I should have 
done, cause I really think I did everything by the book.

Thanks a lot,
Chris



-- APACHE CONF --

LoadModule perl_module		modules/libperl.so
LoadModule fastcgi_module	modules/mod_fastcgi.so

AddModule mod_perl.c
AddModule mod_fastcgi.c

NameVirtualHost 12.10.10.12

<VirtualHost  10.10.10.12>
 DocumentRoot /usr/local/rt2/WebRT/html
 ServerName rt.mydomain.net
 PerlModule Apache::DBI
# PerlFreshRestart On

AddHandler fastcgi-script fcgi
FastCgiServer /usr/local/rt2/bin/mason_handler.fcgi
Alias /NoAuth/images/ /usr/local/rt2/WebRT/html/NoAuth/images/
ScriptAlias / /usr/local/rt2/bin/mason_handler.fcgi/

PerlRequire /usr/local/rt2/bin/webmux.pl
  <Location />
   SetHandler perl-script
   PerlHandler RT::Mason
  </Location>

#PerlRequire /usr/local/rt2/bin/webmux.pl
#<LocationMatch "\.html$">
#   SetHandler perl-script
#   PerlHandler RT::Mason
# </LocationMatch>

</VirtualHost>




From gm at efn.org  Thu Jan 16 21:51:54 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Thu, 16 Jan 2003 18:51:54 -0800 (PST)
Subject: [rt-users] NotifyOwner and NotifyOwnerAsComment
In-Reply-To: <5.1.0.14.2.20030116215739.027f9848@empresa.net>
Message-ID: <Pine.GSU.4.21.0301161848110.27201-100000@garcia.efn.org>

On Thu, 16 Jan 2003, Rafael Maximo wrote:

> >You could work around this by installing OnOwnerChange from the
> >contrib area, and doing an OnOwnerChange NotifyOwner.
> 
> It worked but not in the way a wanted. I want the new owner to receive the 
> comment or the reply. Let me explain what happen here, The RT receives the 
> new ticket and then a read and click on comment, write the comment and set 
> the owner responsible to answer that ticket, but a want the new owner to 
> receive the comment in his e-mail. With your suggestion the owner is being 
> notified but he doesn't receive the comment.

You want to modify the template to send the old comment, not just the
current transaction.  (ie {$Transaction->Content()} )

See below for one example template... this doesn't show actions, such as
who reassigned to who, if someone wants to modify it, please share the
improved code with me (and all of us).


Subject: Ticket Reassigned: {$Ticket->Subject}

Greetings, this ticket is now yours.

----------------------------------------------------------------
--- The initial request was -----------------------------------
----------------------------------------------------------------

{$Ticket->Transactions->First->Content()}

----------------------------------------------------------------
--- Additional activity ----------------------------------------
----------------------------------------------------------------

{
  my $this_transaction;
  my $complete_message = "";
  my $Transactions = $Ticket->Transactions;
  $Transactions->OrderBy;
  $Transactions->GotoFirstItem;
  while (my $Transaction = $Transactions->Next) {
       if (!$Transactions->IsLast) {      
      $this_transaction = undef;
       }


  if ($this_transaction) {
    
    my $attachments = $this_transaction->Attachments;
    $attachments->GotoFirstItem;

    while (my $message = $attachments->Next) {
      next unless $message->ContentType =~
	m!^(text/plain|message|text$)!i;

      my $content = $message->Content;
      next unless length $content;

      my $subject = ($message->Subject || $Ticket->Subject);

      my $wrapper = Text::Wrapper->new(columns=>70);
      $content = $wrapper->wrap($content);

      $complete_message .= "Subject: ";
      $complete_message .= $subject;
      $complete_message .= "\n";
      $complete_message .= "From: ";
      $complete_message .= $message->CreatorObj->RealName;
      $complete_message .= "\n";
      $complete_message .= "Time: ";
      $complete_message .= $message->CreatedObj->AsString;
      $complete_message .= "\n";
      $complete_message .= "\n";
      $complete_message .= "$content\n";
      $complete_message .= "--------------------------\n";
    }
  }
}

  $complete_message;
}





From gm at efn.org  Thu Jan 16 22:16:23 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Thu, 16 Jan 2003 19:16:23 -0800 (PST)
Subject: [rt-users] NotifyOwner and NotifyOwnerAsComment
In-Reply-To: <Pine.GSU.4.21.0301161848110.27201-100000@garcia.efn.org>
Message-ID: <Pine.GSU.4.21.0301161906110.27201-100000@garcia.efn.org>

On Thu, 16 Jan 2003, Seth Cohn, EFN General Manager wrote:

Oops... missed a line in the cut and paste.  Sorry about that.
Didn't notice it until I'd sent it off.

Correction:

   $Transactions->OrderBy;
   $Transactions->GotoFirstItem;
   while (my $Transaction = $Transactions->Next) {

 	 $this_transaction = $Transaction;

	        if (!$Transactions->IsLast) {      
	       $this_transaction = undef;
	        }

Add the missing line as above.


Complete template again for those who want to cut and paste:
-----------------------------------------------------------

Subject: Ticket Reassigned: {$Ticket->Subject}

Greetings, this ticket is now yours.

----------------------------------------------------------------
--- The initial request was ------------------------------------
----------------------------------------------------------------

{$Ticket->Transactions->First->Content()}

----------------------------------------------------------------
--- Additional activity ----------------------------------------
----------------------------------------------------------------

{
  my $this_transaction;
  my $complete_message = "";
  my $Transactions = $Ticket->Transactions;
  $Transactions->OrderBy;
  $Transactions->GotoFirstItem;
  while (my $Transaction = $Transactions->Next) {
      $this_transaction = $Transaction;
       if (!$Transactions->IsLast) {      
      $this_transaction = undef;
       }


  if ($this_transaction) {
    
    my $attachments = $this_transaction->Attachments;
    $attachments->GotoFirstItem;

    while (my $message = $attachments->Next) {
      next unless $message->ContentType =~
	m!^(text/plain|message|text$)!i;

      my $content = $message->Content;
      next unless length $content;

      my $subject = ($message->Subject || $Ticket->Subject);

      my $wrapper = Text::Wrapper->new(columns=>70);
      $content = $wrapper->wrap($content);

      $complete_message .= "Subject: ";
      $complete_message .= $subject;
      $complete_message .= "\n";
      $complete_message .= "From: ";
      $complete_message .= $message->CreatorObj->RealName;
      $complete_message .= "\n";
      $complete_message .= "Time: ";
      $complete_message .= $message->CreatedObj->AsString;
      $complete_message .= "\n";
      $complete_message .= "\n";
      $complete_message .= "$content\n";
      $complete_message .= "--------------------------\n";
    }
  }
}

  $complete_message;
}





From gm at efn.org  Thu Jan 16 23:26:08 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Thu, 16 Jan 2003 20:26:08 -0800 (PST)
Subject: Contrib: GiveHistory template Re: [rt-users] NotifyOwner and
 NotifyOwnerAsComment
In-Reply-To: <Pine.GSU.4.21.0301161906110.27201-100000@garcia.efn.org>
Message-ID: <Pine.GSU.4.21.0301161955490.27201-100000@garcia.efn.org>

One MORE correction.  Bleh. 

I'd modified this template and halfway tested it, but didn't notice that
I'd goofed.  The original version of this template was for resolved
tickets, and was sent to the end user, so it stripped out everything but
correspondence. This version was for sending to the new owner, so I wanted
comments sent.  But I messed up the if/elsif lines, and never noticed
that.  Please excuse my error(s).

Use the following, which works, which I've tested fully now.
I'd love to see the code that would process the non-message transactions
properly, if anyone does take the time to write that.

-------------------------
Subject: Ticket Reassigned: {$Ticket->Subject}

Greetings, this ticket is now yours.

       Queue: {$Ticket->QueueObj->Name}
  Requestors: {$Ticket->Requestors->EmailsAsString()}
      Status: {$Ticket->Status}
 Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

----------------------------------------------------------------
--- The initial request was ------------------------------------
----------------------------------------------------------------

{$Ticket->Transactions->First->Content()}

----------------------------------------------------------------
--- Additional activity ----------------------------------------
----------------------------------------------------------------

{
  my $this_transaction;
  my $complete_message = "";
  my $Transactions = $Ticket->Transactions;
  $Transactions->OrderBy;
  $Transactions->GotoFirstItem;
  while (my $Transaction = $Transactions->Next) {
    $this_transaction = $Transaction;
    if ($this_transaction) {
    
      my $attachments = $this_transaction->Attachments;
      $attachments->GotoFirstItem;

      while (my $message = $attachments->Next) {
        next unless $message->ContentType =~
m!^(text/plain|message|text$)!i;

        my $content = $message->Content;
        next unless length $content;

        my $subject = ($message->Subject || $Ticket->Subject);

        my $wrapper = Text::Wrapper->new(columns=>70);
        $content = $wrapper->wrap($content);

        $complete_message .= "Subject: ";
        $complete_message .= $subject;
        $complete_message .= "\n";
        
        $complete_message .= "From: ";
        $complete_message .= $message->CreatorObj->RealName;
        $complete_message .= "\n";
        
        $complete_message .= "Time: ";
        $complete_message .= $message->CreatedObj->AsString;
        $complete_message .= "\n";
        
        $complete_message .= "\n";
        $complete_message .= "$content\n";
        $complete_message .= "--------------------------\n";
      
        }
     }
  }

  $complete_message;

}







From pdh at snapgear.com  Thu Jan 16 23:31:02 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 17 Jan 2003 14:31:02 +1000
Subject: [rt-users] (no subject)
In-Reply-To: <E106B83FB9BED31193C90000B45EE97022D3C1@KHT3>
References: <E106B83FB9BED31193C90000B45EE97022D3C1@KHT3>
Message-ID: <20030117043102.GM451@luggage.internal.moreton.com.au>

Wagner Frank wrote:
> Can't locate Class/ReturnValue.pm in @INC (@INC contains: /opt/rt2/etc
> /opt/rt2/lib //opt/rt2/etc //opt/rt2/lib

I'm not sure what broke to get you into this state, but
perl -MCPAN -e 'install Class::ReturnValue'
should fix it...
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Thu Jan 16 23:34:38 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 17 Jan 2003 14:34:38 +1000
Subject: [rt-users] (no subject)
In-Reply-To: <20030117043102.GM451@luggage.internal.moreton.com.au>
References: <E106B83FB9BED31193C90000B45EE97022D3C1@KHT3> <20030117043102.GM451@luggage.internal.moreton.com.au>
Message-ID: <20030117043438.GA1305@luggage.internal.moreton.com.au>

Phil Homewood wrote:
> I'm not sure what broke to get you into this state, but
> perl -MCPAN -e 'install Class::ReturnValue'
> should fix it...

Actually, that may not be the best fix. What version of
DBIx::SearchBuilder do you have?
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Thu Jan 16 23:36:13 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 17 Jan 2003 14:36:13 +1000
Subject: [rt-users] newbie question (RT + FastCGI)
In-Reply-To: <Pine.LNX.4.44.0301170112560.7905-100000@vancouver.gmi-mr.com>
References: <Pine.LNX.4.44.0301170112560.7905-100000@vancouver.gmi-mr.com>
Message-ID: <20030117043613.GN451@luggage.internal.moreton.com.au>

Cristian D. GAL wrote:
> but I get errors when activating this line:
>
> ScriptAlias / /usr/local/rt2/bin/mason_handler.fcgi/
>
> [Thu Jan 16 23:22:03 2003] [warn] [Mason] Cannot resolve file to
> component: /usr/local/rt2/bin/mason_handler.fcgi
> (is file outside component root?)

What is $MasonComponentRoot set to in your config.pm?

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


From andrew-rt at andrew.net.au  Thu Jan 16 23:44:47 2003
From: andrew-rt at andrew.net.au (Andrew Pollock)
Date: Fri, 17 Jan 2003 14:44:47 +1000
Subject: [rt-users] Multi-tier RT
Message-ID: <20030117044447.GA24006@daedalus.andrew.net.au>

Hi,

I'm investigating the possibilities of splitting out bits of RT onto 
different hosts, for security purposes.

I figure it's trivial to run the database on a separate host to the Web 
UI/mailgate, but is it possible to run the mailgate on a separate host to 
the UI?

My impression of the way attachments are handled by the mailgate is they 
get split out onto the local filesystem, so the UI would need to be on the 
same host (or you'd need to remotely mount part of the mailgate host's 
filesystem onto the UI host (which I don't want to do)).

So in terms of multi-tiering, is separating the database from the 
UI/mailgate about the end of it?

Andrew


From pdh at snapgear.com  Thu Jan 16 23:56:31 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 17 Jan 2003 14:56:31 +1000
Subject: [rt-users] Multi-tier RT
In-Reply-To: <20030117044447.GA24006@daedalus.andrew.net.au>
References: <20030117044447.GA24006@daedalus.andrew.net.au>
Message-ID: <20030117045631.GO451@luggage.internal.moreton.com.au>

Andrew Pollock wrote:
> I figure it's trivial to run the database on a separate host to the Web 
> UI/mailgate, but is it possible to run the mailgate on a separate host to 
> the UI?

It should be...

> My impression of the way attachments are handled by the mailgate is they 
> get split out onto the local filesystem, so the UI would need to be on the 
> same host (or you'd need to remotely mount part of the mailgate host's 
> filesystem onto the UI host (which I don't want to do)).

The attachments are all thrown into the DB, no filesystem access
should be required (but, I haven't done it, so I could be wrong.)

(In 1.0 days, attachments were stored on the filesystem instead of
in the DB, but this is not the case in 2.x.)

In 3.x, the mailgate merely does a post-to-web-form, so it can reside
pretty much anywhere.
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Fri Jan 17 00:28:52 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 17 Jan 2003 15:28:52 +1000
Subject: [rt-users] Modify ticket
In-Reply-To: <20030116061315.68577.qmail@web14704.mail.yahoo.com>
References: <5.1.0.14.2.20030115152746.00bb46b0@mail.netburner.com> <20030116061315.68577.qmail@web14704.mail.yahoo.com>
Message-ID: <20030117052852.GP451@luggage.internal.moreton.com.au>

kh es wrote:
> But I tried to give the user OwnTicket right without Modifyticket right,
> but he get permission denied ?

OwnTicket gives him the right to own a ticket, in the sense that
the ticket may be owned by him. It does not give him the permission
to modify the ownership of the ticket -- for that, he does require
ModifyTicket (I believe.)

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


From plasmaball at pchome.com.tw  Fri Jan 17 01:31:15 2003
From: plasmaball at pchome.com.tw (plasma)
Date: Fri, 17 Jan 2003 14:31:15 +0800
Subject: [rt-users] 'Out of memory' error message
Message-ID: <20030117063115.GA84931@plasmanb.plasma.idv.tw>

Hi all,

My platform is Freebsd 4.7-release.

I upgraded mysql to 3.23.54 a couple of weeks ago, then session data
seems broken.  Several other modules were upgraded together, so I'm
not sure what cause this problem.

After logging in RT, it's ok to see, modify, and create tickets.  But
if I click a queue link to see what tickets are in it, the error
message 'Out of memory' will appear in Apache's log.  After this, RT
is unable to serve any further requests.

I traced the code, and seems this is not RT's fault.  The only way to
resolve is use files to store session data.  In
share/html/Elements/SetupSessionCookie, change the line:

  my $session_class = $backends{$RT::DatabaseType} ||
  'Apache::Session::File';

into

  my $session_class = 'Apache::Session::File';

So far, I don't encounter any problem.


plasma

==========================================================
 ?????S???H?????n?L?~
 http://edm-prg.epaper.com.tw/click.php?ad_code=1203
==========================================================
 PC home Online ?????a?x?G?|?????@?A?x?W???j???J?f????
==========================================================


From andrew-rt at andrew.net.au  Fri Jan 17 05:43:44 2003
From: andrew-rt at andrew.net.au (Andrew Pollock)
Date: Fri, 17 Jan 2003 20:43:44 +1000
Subject: [rt-users] Multi-tier RT
In-Reply-To: <20030117045631.GO451@luggage.internal.moreton.com.au>
References: <20030117044447.GA24006@daedalus.andrew.net.au> <20030117045631.GO451@luggage.internal.moreton.com.au>
Message-ID: <20030117104344.GA2234@daedalus.andrew.net.au>

On Fri, Jan 17, 2003 at 02:56:31PM +1000, Phil Homewood wrote:
> 
> The attachments are all thrown into the DB, no filesystem access
> should be required (but, I haven't done it, so I could be wrong.)
> 
> (In 1.0 days, attachments were stored on the filesystem instead of
> in the DB, but this is not the case in 2.x.)
> 
> In 3.x, the mailgate merely does a post-to-web-form, so it can reside
> pretty much anywhere.

I didn't see any evidence that the attachments were in the database with 
2.0.14 on PostgreSQL, but I'll toddle off and reinspect the schema.

Andrew


From maximo at empresa.com  Fri Jan 17 06:22:24 2003
From: maximo at empresa.com (Rafael Maximo)
Date: Fri, 17 Jan 2003 08:22:24 -0300
Subject: Contrib: GiveHistory template Re: [rt-users] NotifyOwner
  and NotifyOwnerAsComment
In-Reply-To: <Pine.GSU.4.21.0301161955490.27201-100000@garcia.efn.org>
References: <Pine.GSU.4.21.0301161906110.27201-100000@garcia.efn.org>
Message-ID: <5.1.0.14.2.20030117082023.022a8dc8@empresa.net>

Thank you a lot, it worked just great, exactly what I wanted.

Thanks for your help.


bye.
At 01:26 AM 17/1/2003, you wrote:
>One MORE correction.  Bleh.
>
>I'd modified this template and halfway tested it, but didn't notice that
>I'd goofed.  The original version of this template was for resolved
>tickets, and was sent to the end user, so it stripped out everything but
>correspondence. This version was for sending to the new owner, so I wanted
>comments sent.  But I messed up the if/elsif lines, and never noticed
>that.  Please excuse my error(s).
>
>Use the following, which works, which I've tested fully now.
>I'd love to see the code that would process the non-message transactions
>properly, if anyone does take the time to write that.
>
>-------------------------
>Subject: Ticket Reassigned: {$Ticket->Subject}
>
>Greetings, this ticket is now yours.
>
>        Queue: {$Ticket->QueueObj->Name}
>   Requestors: {$Ticket->Requestors->EmailsAsString()}
>       Status: {$Ticket->Status}
>  Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >
>
>----------------------------------------------------------------
>--- The initial request was ------------------------------------
>----------------------------------------------------------------
>
>{$Ticket->Transactions->First->Content()}
>
>----------------------------------------------------------------
>--- Additional activity ----------------------------------------
>----------------------------------------------------------------
>
>{
>   my $this_transaction;
>   my $complete_message = "";
>   my $Transactions = $Ticket->Transactions;
>   $Transactions->OrderBy;
>   $Transactions->GotoFirstItem;
>   while (my $Transaction = $Transactions->Next) {
>     $this_transaction = $Transaction;
>     if ($this_transaction) {
>
>       my $attachments = $this_transaction->Attachments;
>       $attachments->GotoFirstItem;
>
>       while (my $message = $attachments->Next) {
>         next unless $message->ContentType =~
>m!^(text/plain|message|text$)!i;
>
>         my $content = $message->Content;
>         next unless length $content;
>
>         my $subject = ($message->Subject || $Ticket->Subject);
>
>         my $wrapper = Text::Wrapper->new(columns=>70);
>         $content = $wrapper->wrap($content);
>
>         $complete_message .= "Subject: ";
>         $complete_message .= $subject;
>         $complete_message .= "\n";
>
>         $complete_message .= "From: ";
>         $complete_message .= $message->CreatorObj->RealName;
>         $complete_message .= "\n";
>
>         $complete_message .= "Time: ";
>         $complete_message .= $message->CreatedObj->AsString;
>         $complete_message .= "\n";
>
>         $complete_message .= "\n";
>         $complete_message .= "$content\n";
>         $complete_message .= "--------------------------\n";
>
>         }
>      }
>   }
>
>   $complete_message;
>
>}
>
>
>
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Rafael M?ximo




From f.wagner at kht-online.de  Fri Jan 17 07:13:58 2003
From: f.wagner at kht-online.de (Wagner Frank)
Date: Fri, 17 Jan 2003 13:13:58 +0100
Subject: [rt-users] installation error: initacls.mysql: Command not found
Message-ID: <E106B83FB9BED31193C90000B45EE97022D3C3@KHT3>


Would be great i someone could give me a hint, where to look for
this installation error.

----------------------------------------------------------------------------
----
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 #
----------------------------------------------------------------------------
----




From rt-users at lists.netways.de  Fri Jan 17 07:50:16 2003
From: rt-users at lists.netways.de (rt-users)
Date: Fri, 17 Jan 2003 13:50:16 +0100
Subject: Contrib: GiveHistory template Re: [rt-users] NotifyOwner and NotifyOwnerAsComment
Message-ID: <3626546DC152134382A0A029C29365C606B745@net-mail.int.netways.de>

Hi,
>I'd love to see the code that would process the non-message 
>transactions properly, if anyone does take the time to write that.

I am not 100% sure, what you ment, but this is what I use. You can
change the next unless line:

--- start here ---
Subject: TicketEscalation

{my $transactions = $Ticket->Transactions;
$transactions->OrderBy(FIELD => 'Created', ORDER => 'DESC');
while (my $trans = $transactions->Next) {
next unless ($trans->Type =~ /^(Create|Correspond|Escalation$)/);
	$OUT .= $trans->CreatedObj->AsString . ": " .
			$trans->Description;
	if ($trans->TimeTaken) {$OUT .=	" (".$trans->TimeTaken." min)";}
	$OUT .= "\n";
	if ($trans->Content) {$OUT .= $trans->Content . "\n";}
	$OUT .=
"-----------------------------------------------------------------------
------\n";
}

1;
}

--- stop here ---

cu,
Julian


From diablo at iasi.roedu.net  Fri Jan 17 08:30:43 2003
From: diablo at iasi.roedu.net (SUBREDU Manuel)
Date: Fri, 17 Jan 2003 15:30:43 +0200 (EET)
Subject: [rt-users] trouble logging into web interface
Message-ID: <Pine.GSO.4.10.10301171525180.4298-100000@ns.iasi.roedu.net>


 Hy,

 I have some strange problem with rt. Yesterday I've set up rt and was working
fine. All was ok, users, tickets etc. After the instalation, I have created my
own users, changed the password for root, and create some test tickets to see
how it's working. Today, I've created some real tickets using the mail
interface and then I tryied to login in using the web interface to check them
out. Surprize ! No user can log in into rt webui . None. Not event root. I've
set the password again using rtadmin cli and tryied again. Nothing. The
mailinterface is working well (I've created some tickets to see if it works)
but the webui is dead. Nothing in the apache error_log, nothing in the rt.log.
Just "your username or passsword is incorect". Could you help me ?



From seph at commerceflow.com  Fri Jan 17 09:26:02 2003
From: seph at commerceflow.com (seph)
Date: Fri, 17 Jan 2003 06:26:02 -0800
Subject: [rt-users] How to specify multiple cc's at ticket creation?
In-Reply-To: <H8sMv1.n0t@ada.dhs.org> ("acli@ada.dhs.org via news-to-mail
 gateway"'s message of "Thu, 16 Jan 2003 06:18:37 GMT")
References: <H8sMv1.n0t@ada.dhs.org>
Message-ID: <w52n0lzq2dh.fsf@lame.message.id>

> I am wondering, what is the "correct" way to specify multiple cc's
> (or multiple requestors, or multiple AdminCC's) at ticket creation
> time?
>
> I tried to use spaces to separate email addresses, but RT assumed
> that the whole thing is one email address, (Perhaps I could have
> specified normal user names) so using spaces is not the right way.

Use commas. The standard email address separator.

seph


From bruce_campbell at ripe.net  Fri Jan 17 09:29:22 2003
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 17 Jan 2003 15:29:22 +0100 (CET)
Subject: [rt-users] Multi-tier RT
In-Reply-To: <20030117104344.GA2234@daedalus.andrew.net.au>
Message-ID: <Pine.LNX.4.44.0301171519250.10958-100000@x22.ripe.net>

On Fri, 17 Jan 2003, A BIT of an Andrew Pollock wrote something about
splitting RT:

> On Fri, Jan 17, 2003 at 02:56:31PM +1000, Phil Homewood wrote:
> >
> > The attachments are all thrown into the DB, no filesystem access
> > should be required (but, I haven't done it, so I could be wrong.)
>
> I didn't see any evidence that the attachments were in the database with
> 2.0.14 on PostgreSQL, but I'll toddle off and reinspect the schema.

In our setup, we have 4 distinct machines, and a plethora of desktops that
are able to directly access the SQL servers.  The maintainance of this is
eased by having our install directory, /home/rt2, NFS shared across the
machines.

       /----------\
      | mailserver |-----\
       \----------/       \
                           \
       /----------\         \                      /-----------\
      |  webserver |----------> MySQL access -----| MySQL-grunt |
       \----------/    \    /                      \-----------/
                        \--/-\                           |
       /----------\       /   \                    /-----------\
      |  desktops  |-->--*----- Intended Query ---| Backup Serv |
       \----------/             Only Access        \-----------/

I haven't gotten around to the 'Intended Query Only Access' functionality,
but one day, one day.  The connection between the MySQL grunt machine and
the Backup Serv(er) is standard MySQL replication.

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security



From harrison at palisadesys.com  Fri Jan 17 11:20:36 2003
From: harrison at palisadesys.com (James L. Harrison)
Date: Fri, 17 Jan 2003 10:20:36 -0600
Subject: [rt-users] Knowledge Base
Message-ID: <JBEDKKNFEHFMLEDGHNFOKEPHCBAA.harrison@palisadesys.com>

Hi All,

I was looking at the StockAnswers add-on, and don't think that it will fit
my requirements for an end user knowledge base.  I use RT as a tracking
system to support our end users, but I would like to integrate a knowledge
base/FAQ with RT.

Has anyone seen/done anything like this.  Any ideas for other Web based
packages that can support this?  They don't necessarily have to plug into
RT.

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



From wash at wananchi.biz  Fri Jan 17 11:20:37 2003
From: wash at wananchi.biz (Odhiambo Washington)
Date: Fri, 17 Jan 2003 19:20:37 +0300
Subject: [rt-users] 'Out of memory' error message
In-Reply-To: <20030117063115.GA84931@plasmanb.plasma.idv.tw>
References: <20030117063115.GA84931@plasmanb.plasma.idv.tw>
Message-ID: <20030117162037.GB88510@ns2.wananchi.com>

* plasma <plasmaball at pchome.com.tw> [20030117 09:35]: wrote:
> Hi all,
> 
> My platform is Freebsd 4.7-release.
> 
> I upgraded mysql to 3.23.54 a couple of weeks ago, then session data
> seems broken.  Several other modules were upgraded together, so I'm
> not sure what cause this problem.
> 
> After logging in RT, it's ok to see, modify, and create tickets.  But
> if I click a queue link to see what tickets are in it, the error
> message 'Out of memory' will appear in Apache's log.  After this, RT
> is unable to serve any further requests.
> 
> I traced the code, and seems this is not RT's fault.  The only way to
> resolve is use files to store session data.  In
> share/html/Elements/SetupSessionCookie, change the line:
> 
>   my $session_class = $backends{$RT::DatabaseType} ||
>   'Apache::Session::File';
> 
> into
> 
>   my $session_class = 'Apache::Session::File';
> 
> So far, I don't encounter any problem.


I upgraded my MySQL to 3.23.54 (from 3.23.51) three days ago. It did onstall
some modules also because I installed from the ports. But I have not seen
any misbehaviour so far with rt-2.0.15.



        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 tagreen at mhsnetworks.net  Fri Jan 17 11:38:12 2003
From: tagreen at mhsnetworks.net (Todd A. Green)
Date: 17 Jan 2003 10:38:12 -0600
Subject: [rt-users] Knowledge Base
In-Reply-To: <JBEDKKNFEHFMLEDGHNFOKEPHCBAA.harrison@palisadesys.com>
References: <JBEDKKNFEHFMLEDGHNFOKEPHCBAA.harrison@palisadesys.com>
Message-ID: <1042821492.24747.99.camel@desktop>

FAQ-o-Matic is a nice web administered FAQ system.

On Fri, 2003-01-17 at 10:20, James L. Harrison wrote:
> Hi All,
> 
> I was looking at the StockAnswers add-on, and don't think that it will fit
> my requirements for an end user knowledge base.  I use RT as a tracking
> system to support our end users, but I would like to integrate a knowledge
> base/FAQ with RT.
> 
> Has anyone seen/done anything like this.  Any ideas for other Web based
> packages that can support this?  They don't necessarily have to plug into
> RT.
> 
> Thanks,
> Jamie
> ---
> James L. Harrison
> harrison at palisadesys.com
> Technical Support Engineer
> Palisade Systems
> 515.296.0701
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
-- 
Todd A. Green <tagreen at mhsnetworks.net>
Managed Hosting Soutions, Inc.



From a.c.li at ieee.org  Fri Jan 17 12:15:30 2003
From: a.c.li at ieee.org (Ambrose Li)
Date: Fri, 17 Jan 2003 12:15:30 -0500
Subject: [rt-users] How to specify multiple cc's at ticket creation?
In-Reply-To: <w52n0lzq2dh.fsf@lame.message.id>; from seph@commerceflow.com on Fri, Jan 17, 2003 at 06:26:02AM -0800
References: <H8sMv1.n0t@ada.dhs.org> <w52n0lzq2dh.fsf@lame.message.id>
Message-ID: <20030117121530.B27767@ada.dhs.org>

Hi,

On Fri, Jan 17, 2003 at 06:26:02AM -0800, seph wrote:

> > I am wondering, what is the "correct" way to specify
> > multiple cc's (or multiple requestors, or multiple
> > AdminCC's) at ticket creation time?
> >
> > I tried to use spaces to separate email addresses, but RT
> > assumed that the whole thing is one email address, (Perhaps
> > I could have specified normal user names) so using spaces is
> > not the right way.
>
> Use commas. The standard email address separator.

When I use commas, RT seems to be able to recognize only one
user.  (The rest are just "email address"es even if they are
also existing users.) Would this be a bug, or is there something
I was still doing wrong?

Thanks,

-- 
Ambrose Li  <a.c.li at ieee.org>


From bruce_campbell at ripe.net  Fri Jan 17 12:33:35 2003
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 17 Jan 2003 18:33:35 +0100 (CET)
Subject: [rt-users] Knowledge Base
In-Reply-To: <1042821492.24747.99.camel@desktop>
Message-ID: <Pine.LNX.4.44.0301171821230.10958-100000@x22.ripe.net>

On 17 Jan 2003, Todd A. Green wrote:

> FAQ-o-Matic is a nice web administered FAQ system.

If you like all and sundry being able to edit your FAQ, yes indeedy.

However, if you're after something with a bit more oomph behind it, such
as cross-linking, searches, a decent ACL system and integration with RT,
hang around until next week, when a beta version of the next RT/FM will be
released.

For a demonstration of its current incarnation, see
http://www.fsck.com/rtfm/ .

( Currently the holdup on the release is the main funder being a 'tad'
  busy on other software, but I should have those installation bugs
  cleared by monday )

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security

> On Fri, 2003-01-17 at 10:20, James L. Harrison wrote:
> > Hi All,
> >
> > I was looking at the StockAnswers add-on, and don't think that it will fit
> > my requirements for an end user knowledge base.  I use RT as a tracking
> > system to support our end users, but I would like to integrate a knowledge
> > base/FAQ with RT.



From mark at summersault.com  Fri Jan 17 12:37:36 2003
From: mark at summersault.com (Mark Stosberg)
Date: Fri, 17 Jan 2003 12:37:36 -0500 (EST)
Subject: [rt-users] recommended setup for public access
Message-ID: <Pine.BSF.4.51.0301171230300.81291@nollie.summersault.com>

Hello,

After evaluating several ticket tracking systems, I've decided that RT
seems to be the best candidate to handling the ticket tracking systems
for a city (40,000 people) ticket tracking system I'm working on.

I've got RT installed and have been reading through the docs, FAQ, and
old mailing list posts. I'm still hung up on this question: What's the
recommended way to set up a "general public" interface, allowing people
to create tickets in the system?

I tried creating a user named "public" with a link like this:

http://website.com/rt/SelfService/Create.html?user=public;pass=public

However, the "Queue" field remains empty and it's a required field, so
the form doesn't work. (This could be considered a bug in the software--
If the form requires a queue but there are no possible options when the
form is being built, then there is no reason to display the form).

Examples or recommendations for implementing public web and e-mail
interfaces would be appreciated.

Thanks!

  Mark

http://mark.stosberg.com/


From a.c.li at ieee.org  Fri Jan 17 13:03:02 2003
From: a.c.li at ieee.org (Ambrose Li)
Date: Fri, 17 Jan 2003 13:03:02 -0500
Subject: [rt-users] Difference between Cc and AdminCc (or, Cc is not getting mail)
Message-ID: <20030117130302.A18039@ada.dhs.org>

Hi,

I wonder what exactly is the difference between Cc's and AdminCc's
in terms of getting mail.

I have the following global scrips :

 [ ]    OnCreate AutoreplyToRequestors with template Autoreply
 [ ]    OnCorrespond NotifyAllWatchers with template Correspondence
 [ ]    OnComment NotifyAdminCcsAsComment with template AdminComment
 [ ]    OnComment NotifyOtherRecipientsAsComment with template Correspondence
 [ ]    OnCorrespond NotifyOtherRecipients with template Correspondence
 [ ]    OnCreate NotifyAllWatchers with template Transaction

I thought that this means that when I make a comment, Cc's would get
mail, but the Cc's are not getting mail. Nothing relevant is in the
RT log. Is the scrip settings above wrong if I want Cc's to get mail
on comment? (or have I misunderstood the functionality of "comment"?)

Thanks very much in advance,

-- 
Ambrose Li  <a.c.li at ieee.org>


From tagreen at mhsnetworks.net  Fri Jan 17 13:13:57 2003
From: tagreen at mhsnetworks.net (Todd A. Green)
Date: 17 Jan 2003 12:13:57 -0600
Subject: [rt-users] Knowledge Base
In-Reply-To: <Pine.LNX.4.44.0301171821230.10958-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0301171821230.10958-100000@x22.ripe.net>
Message-ID: <1042827236.22594.107.camel@desktop>

On Fri, 2003-01-17 at 11:33, Bruce Campbell wrote:
> On 17 Jan 2003, Todd A. Green wrote:
> 
> > FAQ-o-Matic is a nice web administered FAQ system.
> 
> If you like all and sundry being able to edit your FAQ, yes indeedy.
> 
While I'm glad to hear that a FAQ management system fully integrated
with RT is almost ready, you are glossing over the fact that FAQ-O-Matic
does actually have editor/admin authentication.

> However, if you're after something with a bit more oomph behind it, such
> as cross-linking, searches, a decent ACL system and integration with RT,
> hang around until next week, when a beta version of the next RT/FM will be
> released.
> 
> For a demonstration of its current incarnation, see
> http://www.fsck.com/rtfm/ .
> 
> ( Currently the holdup on the release is the main funder being a 'tad'
>   busy on other software, but I should have those installation bugs
>   cleared by monday )



From tagreen at mhsnetworks.net  Fri Jan 17 13:16:43 2003
From: tagreen at mhsnetworks.net (Todd A. Green)
Date: 17 Jan 2003 12:16:43 -0600
Subject: [rt-users] Knowledge Base
In-Reply-To: <Pine.LNX.4.44.0301171821230.10958-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0301171821230.10958-100000@x22.ripe.net>
Message-ID: <1042827403.22591.109.camel@desktop>

> However, if you're after something with a bit more oomph behind it, such
> as cross-linking, searches, a decent ACL system and integration with RT,
> hang around until next week, when a beta version of the next RT/FM will be
> released.
> 
Oh and I will be checking out your FAQ system as I plan on integrating
one with RT as well. :)

> For a demonstration of its current incarnation, see
> http://www.fsck.com/rtfm/ .
> 
> ( Currently the holdup on the release is the main funder being a 'tad'
>   busy on other software, but I should have those installation bugs
>   cleared by monday )



From jgedeon at qualcomm.com  Fri Jan 17 13:31:32 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Fri, 17 Jan 2003 10:31:32 -0800
Subject: [rt-users] Knowledge Base
Message-ID: <5.1.0.14.2.20030117103125.030902f0@mail1.qualcomm.com>

Will this faq system be deployed as a sepereate application which will plug 
into rt or in the next release of rt (thus forcing me to upgrade since I 
just got rt 2.0.15 to work with our environment?)

John

At 10:16 AM 1/17/2003, you wrote:

> > However, if you're after something with a bit more oomph behind it, such
> > as cross-linking, searches, a decent ACL system and integration with RT,
> > hang around until next week, when a beta version of the next RT/FM will be
> > released.
> >
>Oh and I will be checking out your FAQ system as I plan on integrating
>one with RT as well. :)
>
> > For a demonstration of its current incarnation, see
> > http://www.fsck.com/rtfm/ .
> >
> > ( Currently the holdup on the release is the main funder being a 'tad'
> >   busy on other software, but I should have those installation bugs
> >   cleared by monday )
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.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 clark at ruminary.org  Fri Jan 17 13:38:54 2003
From: clark at ruminary.org (clark shishido)
Date: Fri, 17 Jan 2003 10:38:54 -0800
Subject: [rt-users] Knowledge Base
In-Reply-To: <JBEDKKNFEHFMLEDGHNFOKEPHCBAA.harrison@palisadesys.com>
References: <JBEDKKNFEHFMLEDGHNFOKEPHCBAA.harrison@palisadesys.com>
Message-ID: <20030117183854.GA21309@ruminary.org>

On Fri, Jan 17, 2003 at 10:20:36AM -0600, James L. Harrison wrote:
> 
> Has anyone seen/done anything like this.  Any ideas for other Web based
> packages that can support this?  They don't necessarily have to plug into
> RT.
> 

If you can't wait for the new RT knowledgebase feature, you
may want to look at Twiki. It's a bit feature rich for my
tastes but maybe it's what you're looking for: 

http://twiki.org

--clark



From jesse at bestpractical.com  Fri Jan 17 13:40:29 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 17 Jan 2003 13:40:29 -0500
Subject: [rt-users] Knowledge Base
In-Reply-To: <5.1.0.14.2.20030117103125.030902f0@mail1.qualcomm.com>
References: <5.1.0.14.2.20030117103125.030902f0@mail1.qualcomm.com>
Message-ID: <20030117184029.GO12365@pallas.fsck.com>



On Fri, Jan 17, 2003 at 10:31:32AM -0800, John Gedeon wrote:
> Will this faq system be deployed as a sepereate application which will plug 
> into rt or in the next release of rt

RTFM 2.0 is an application built on the RT 3.0 Platform. It uses RT's
authentication system, users, groups, acls, web server, database and
other infrastructure. It's built to seamlessly integrate itself into RT
3.0's user interface.


	Jesse


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


From les at futuresource.com  Fri Jan 17 13:50:49 2003
From: les at futuresource.com (Les Mikesell)
Date: Fri, 17 Jan 2003 12:50:49 -0600
Subject: [rt-users] Knowledge Base
In-Reply-To: <Pine.LNX.4.44.0301171821230.10958-100000@x22.ripe.net>
Message-ID: <CJELIEBEFNCJAOMOOMNNMEBOCKAA.les@futuresource.com>

From: Bruce Campbell

> However, if you're after something with a bit more oomph behind it, such
> as cross-linking, searches, a decent ACL system and integration with RT,
> hang around until next week, when a beta version of the next RT/FM will be
> released.

I've been hoping to make ht/dig combine the RT tickets and several other
data sources into one fast web search engine but haven't tried it yet.  Is
it likely to break anything to let the web spider portion push all the
buttons and follow all the links nightly as a read-only user?

--
  Les Mikesell
   les at futuresource.com



From js138 at eng.cam.ac.uk  Fri Jan 17 13:57:06 2003
From: js138 at eng.cam.ac.uk (J. Sloan)
Date: Fri, 17 Jan 2003 18:57:06 +0000 (GMT)
Subject: [rt-users] trouble logging into web interface
In-Reply-To: <Pine.GSO.4.10.10301171525180.4298-100000@ns.iasi.roedu.net>
Message-ID: <Pine.HPX.4.33L.0301171337200.19391-100000@punch.eng.cam.ac.uk>

On Fri, 17 Jan 2003, SUBREDU Manuel wrote:

>  Hy,
>
>  I have some strange problem with rt. Yesterday I've set up rt and was working
> fine. All was ok, users, tickets etc. After the instalation, I have created my
> own users, changed the password for root, and create some test tickets to see
> how it's working. Today, I've created some real tickets using the mail
> interface and then I tryied to login in using the web interface to check them
> out. Surprize ! No user can log in into rt webui . None. Not event root. I've
> set the password again using rtadmin cli and tryied again. Nothing. The
> mailinterface is working well (I've created some tickets to see if it works)
> but the webui is dead. Nothing in the apache error_log, nothing in the rt.log.
> Just "your username or passsword is incorect". Could you help me ?

I've had this happen many times - usually when I've change something
subtle in config.pm and restarted.

The mod_perl caching seems to be the problem, from other posts to this
list.  In my case the solution has been to stop httpd, drink a cup of
coffee, and then start it again 5 minutes later.   This works more often
than not, and more, reliably than deleting the data and sessiondata
directories.

John



From rt-users at rickbradley.com  Fri Jan 17 14:21:39 2003
From: rt-users at rickbradley.com (Rick Bradley)
Date: Fri, 17 Jan 2003 13:21:39 -0600
Subject: [rt-users] trouble logging into web interface
In-Reply-To: <Pine.HPX.4.33L.0301171337200.19391-100000@punch.eng.cam.ac.uk>
References: <Pine.GSO.4.10.10301171525180.4298-100000@ns.iasi.roedu.net> <Pine.HPX.4.33L.0301171337200.19391-100000@punch.eng.cam.ac.uk>
Message-ID: <20030117192139.GA97515@negwo.eastcore.net>

* J. Sloan (js138 at eng.cam.ac.uk) [030117 13:02]:
> >  I have some strange problem with rt. Yesterday I've set up rt and was working
> > fine. All was ok, users, tickets etc. After the instalation, I have created my
> > own users, changed the password for root, and create some test tickets to see
> > how it's working. Today, I've created some real tickets using the mail
> > interface and then I tryied to login in using the web interface to check them
> > out. Surprize ! No user can log in into rt webui . None. Not event root.

> I've had this happen many times - usually when I've change something
> subtle in config.pm and restarted.
> 
> The mod_perl caching seems to be the problem, from other posts to this
> list.  In my case the solution has been to stop httpd, drink a cup of
> coffee, and then start it again 5 minutes later.   This works more often
> than not, and more, reliably than deleting the data and sessiondata
> directories.

This problem is documented in the mailing list archives and is not
related to caching:

http://lists.fsck.com/pipermail/rt-users/2002-September/010117.html
http://lists.fsck.com/pipermail/rt-users/2002-October/010256.html

Rick
-- 
 http://www.rickbradley.com    MUPRN: 723
                       |  interesting was
   random email haiku  |  the first device we hooked
                       |  up to the line.


From dupuy at sysd.com  Fri Jan 17 14:33:17 2003
From: dupuy at sysd.com (Alexander Dupuy)
Date: Fri, 17 Jan 2003 14:33:17 -0500
Subject: [rt-users] the sanctitity of the comment confessional is not
 absolute
Message-ID: <3E285A7D.6060800@sysd.com>

I wrote:
 > OnComment NotifyAllWatchersAsComment with template AdminComment

 > However, requestors are considered "watchers", so comment was sent to
 >  an external requestor.
 >
 > Where's the prevent-user-from-shooting-own-foot-safety?

Phil Homewood replied:
 > ... there may well be cases when it is required, and trying to
 > prevent it would break that usage. Not everybody uses comments as
 > not-for-requestor-eyes. That's the power of RT - it can be used in
 > all kinds of creative ways.

While it might be true that not everybody uses it that way, the web
interface has "Comments (Not sent to requestors)" as one of the
selection choices for update type.  That certainly creates a strong
expectation that it won't do so, even if I set up some ill-advised scrips.

If the RT design is that not sending comments to requestors is just a
default configuration, and users are free to use comments in a different
way, perhaps that selection choice should be changed to "Comments (Not
usually sent to requestors)".  Otherwise, it would be a good idea to put
a "safety" check somewhere to prevent comments from going out to requestors.

It also wouldn't hurt to have some mention in RTFM and other RT docs of
the fact that the distinction between comment and response is purely one
of convention, and can easily be subverted with the right (wrong) scrips.

Having removed the NotifyAllWatchersAsComment, and replaced it with
NotifyOwnerAsComment and NotifyAdminCcsAsComment, it seems that the only
way to send comments to CCs is NotifyRequestorsAndCcsAsComment, so the
"power of RT" seems a bit limited here (but as I think CCs are taken
from the original mail and may include other people at the customer
site, this is probably a good thing).

At least with that action you get fair notice that comments will be sent
to requestors - perhaps NotifyAllWatchersAsComment could be hacked to
not include requestors, and a NotifyRequestorsAndAllWatchersAsComment
with the old semantics could be
added.

@alex



From jgedeon at qualcomm.com  Fri Jan 17 14:39:00 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Fri, 17 Jan 2003 11:39:00 -0800
Subject: [rt-users] RT Possibilites?
Message-ID: <5.1.0.14.2.20030117113045.030862d8@mail1.qualcomm.com>

I have a request for a queue with the look of rt a little different. Thing 
is only people using that queue want the change. Is there a way to make 
different mason files show up for specific queues? Has this been done?

Main point is how complex is it to have it done?

Thanks
John



--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From khera at kcilink.com  Fri Jan 17 14:46:33 2003
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 17 Jan 2003 14:46:33 -0500
Subject: [rt-users] Knowledge Base
In-Reply-To: <Pine.LNX.4.44.0301171821230.10958-100000@x22.ripe.net>
References: <1042821492.24747.99.camel@desktop>
	<Pine.LNX.4.44.0301171821230.10958-100000@x22.ripe.net>
Message-ID: <15912.23961.580701.90195@onceler.kciLink.com>

>>>>> "BC" == Bruce Campbell <bruce_campbell at ripe.net> writes:

BC> For a demonstration of its current incarnation, see
BC> http://www.fsck.com/rtfm/ .

Nifty, and exciting about the updates.

Just while checking it out, I noticed that the requirements list
postgresql 7.1.1 or higher.  That should also say, NOT 7.3.0 or higher
until RT is suitable adjusted.

Who's got perms to fix it?


From khera at kcilink.com  Fri Jan 17 14:50:01 2003
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 17 Jan 2003 14:50:01 -0500
Subject: [rt-users] recommended setup for public access
In-Reply-To: <Pine.BSF.4.51.0301171230300.81291@nollie.summersault.com>
References: <Pine.BSF.4.51.0301171230300.81291@nollie.summersault.com>
Message-ID: <15912.24169.162540.322423@onceler.kciLink.com>

>>>>> "MS" == Mark Stosberg <mark at summersault.com> writes:

MS> old mailing list posts. I'm still hung up on this question: What's the
MS> recommended way to set up a "general public" interface, allowing people
MS> to create tickets in the system?

We just use a standard web based form to collect the necessary
information we want, and have the CGI program email a nicely formatted
message to the appropriate queue address.  From then on, all
correspondence with the remote person is via email.  They never access
RT directly.

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 Anshuman at expertcity.com  Fri Jan 17 15:09:25 2003
From: Anshuman at expertcity.com (Anshuman Kanwar)
Date: Fri, 17 Jan 2003 12:09:25 -0800
Subject: [rt-users] time delay in the queue
Message-ID: <D5CB6754A6DAD511A42E00D0B7A0719102DBC6AA@dopey.corp.expertcity.com>

Hi all,

I have been playing with RT and am very happy with its feature set. I wish
to deploy it in a multiple sysadmin scenario.

Here is what I want to do now:

If an email/ticket has been in a queue for greater than a specified amount
of time and no one takes responsibility for it, then it (or a note about it)
gets mailed to a "big boss" email address, i.e. gets escalated.

I would be happy to get some hand holding on this.

Thanks for your time,
-ansh




From gm at efn.org  Fri Jan 17 15:16:51 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Fri, 17 Jan 2003 12:16:51 -0800 (PST)
Subject: [rt-users] recommended setup for public access
In-Reply-To: <15912.24169.162540.322423@onceler.kciLink.com>
Message-ID: <Pine.GSU.4.21.0301171211420.16373-100000@garcia.efn.org>

On Fri, 17 Jan 2003, Vivek Khera wrote:

> >>>>> "MS" == Mark Stosberg <mark at summersault.com> writes:
> 
> MS> old mailing list posts. I'm still hung up on this question: What's the
> MS> recommended way to set up a "general public" interface, allowing people
> MS> to create tickets in the system?
> 
> We just use a standard web based form to collect the necessary
> information we want, and have the CGI program email a nicely formatted
> message to the appropriate queue address. 

That was going to be my suggestion, combined with:

Make the web mailform one page, and the "RT main page" saying "Don't
already have an account with us? Submit a new ticket here" linked to it...

Use the automated password template, so that it gives them a password
so they can login using email and password in the future.  This means that
only first time users will have to use the webform, and gain all of the
advantage of the rest of RT (such as looking up status, etc) as
unprivledged users.

> From then on, all correspondence with the remote person is via email.  
> They never access RT directly.

This misses the advantage of having the web interface handy too.
The initial email can always make clear that either email or web can be
used.


-- 
## 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 gm at efn.org  Fri Jan 17 15:32:10 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Fri, 17 Jan 2003 12:32:10 -0800 (PST)
Subject: [rt-users] time delay in the queue
In-Reply-To: <D5CB6754A6DAD511A42E00D0B7A0719102DBC6AA@dopey.corp.expertcity.com>
Message-ID: <Pine.GSU.4.21.0301171220150.16373-100000@garcia.efn.org>

On Fri, 17 Jan 2003, Anshuman Kanwar wrote:

> Hi all,
> 
> I have been playing with RT and am very happy with its feature set. I wish
> to deploy it in a multiple sysadmin scenario.

I'm using it in a similar fashion.

> If an email/ticket has been in a queue for greater than a specified amount
> of time and no one takes responsibility for it, then it (or a note about it)
> gets mailed to a "big boss" email address, i.e. gets escalated.
> 
> I would be happy to get some hand holding on this.

Ok, without the no one takes responsiblity part, it's pretty easy; use the
escalator script, combined with the IfPriorityExceeds scrip.

Both live in http://fsck.com/pub/rt/contrib/2.0/rt-addons/

Adding the "no one takes responsibiliity" depends on your setup:  Do you
mean it's still new, it's still owned by Nobody, or nobody has taken
action on it, or what?

I suspect a simple change to the IfPriority script or in the template
called would do the job though.  I'd probably (and will) write a template
that will either complain to me and/or to the ticket's owner's that it's
still undone.

Another way to do this would be to write a script that looks at how old a
ticket is, and work from that too... but why not take advantage of the
priorities at the same time?  That way, different time periods and
emergencies can be handled too.  If it's important, just make it higher
priority, and it will have to be dealt with sooner.






From a.c.li at ieee.org  Fri Jan 17 15:41:07 2003
From: a.c.li at ieee.org (Ambrose Li)
Date: Fri, 17 Jan 2003 15:41:07 -0500
Subject: [rt-users] Re: Difference between Cc and AdminCc (or, ...getting mail)
In-Reply-To: <3E2865B2.60404@sysd.com>; from dupuy@sysd.com on Fri, Jan 17, 2003 at 03:21:06PM -0500
References: <20030117193503.6445.67074.Mailman@pallas.eruditorum.org> <3E2865B2.60404@sysd.com>
Message-ID: <20030117154107.D27767@ada.dhs.org>

On Fri, Jan 17, 2003 at 03:21:06PM -0500, Alexander Dupuy wrote:
[...]

> I think this message that I sent somewhat answers your
> question.  Since CC's include anyone on the CC: list
> of the mail message from the requestor, and since you
> generally don't want these sorts of (external) people to get
> comments, the only way to have CCs get comments is to add a
> NotifyRequestorsAndCcsAsComment action scrip.  But this will
> send requestors copies of the comments as well.

Ah, I hope the RT/FM were clearer about this; it talks about
the difference between Cc and AdminCc being one to do with
privileges, which is difficult to understand when I have
internal users who would never use RT directly.  If it is
as simple as "Cc's are 'external people' and AdminCc's are
'internal people'", then it becomes very clear how these two
fields should be used, and I would never have put internal
people into Cc.

(If internal people should not be put into Cc, it is now also
clear why we would have to grant privileges to all internal
users, as, I think it is written in the RT/FM, unprivileged
users cannot be added to AdminCc.)

Thanks very much.

Best regards,
-- 
Ambrose Li  <a.c.li at ieee.org>


From andrew-rt at andrew.net.au  Fri Jan 17 16:42:50 2003
From: andrew-rt at andrew.net.au (Andrew Pollock)
Date: Sat, 18 Jan 2003 07:42:50 +1000
Subject: [rt-users] Multi-tier RT
In-Reply-To: <Pine.LNX.4.44.0301171519250.10958-100000@x22.ripe.net>
References: <20030117104344.GA2234@daedalus.andrew.net.au> <Pine.LNX.4.44.0301171519250.10958-100000@x22.ripe.net>
Message-ID: <20030117214250.GA26130@daedalus.andrew.net.au>

On Fri, Jan 17, 2003 at 03:29:22PM +0100, Bruce Campbell wrote:
> On Fri, 17 Jan 2003, A BIT of an Andrew Pollock wrote something about
> splitting RT:
> 
> > On Fri, Jan 17, 2003 at 02:56:31PM +1000, Phil Homewood wrote:
> > >
> > > The attachments are all thrown into the DB, no filesystem access
> > > should be required (but, I haven't done it, so I could be wrong.)
> >
> > I didn't see any evidence that the attachments were in the database with
> > 2.0.14 on PostgreSQL, but I'll toddle off and reinspect the schema.

I stand corrected, they go into the attachments table, just not as BLOBs 
like I expected...
 
> In our setup, we have 4 distinct machines, and a plethora of desktops that
> are able to directly access the SQL servers.  The maintainance of this is
> eased by having our install directory, /home/rt2, NFS shared across the
> machines.

NFS is evil and can't be used in the environment that I'm looking at 
deploying RT2 into.

>        /----------\
>       | mailserver |-----\
>        \----------/       \
>                            \
>        /----------\         \                      /-----------\
>       |  webserver |----------> MySQL access -----| MySQL-grunt |
>        \----------/    \    /                      \-----------/
>                         \--/-\                           |
>        /----------\       /   \                    /-----------\
>       |  desktops  |-->--*----- Intended Query ---| Backup Serv |
>        \----------/             Only Access        \-----------/
> 
> I haven't gotten around to the 'Intended Query Only Access' functionality,
> but one day, one day.  The connection between the MySQL grunt machine and
> the Backup Serv(er) is standard MySQL replication.

What are you sharing via NFS anyway, just the RT (config) files and 
whatnot to keep them all in sync?

Andrew


From bruce_campbell at ripe.net  Fri Jan 17 16:45:36 2003
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 17 Jan 2003 22:45:36 +0100 (CET)
Subject: [rt-users] Knowledge Base
In-Reply-To: <CJELIEBEFNCJAOMOOMNNMEBOCKAA.les@futuresource.com>
Message-ID: <Pine.LNX.4.44.0301172240500.17807-100000@x22.ripe.net>

On Fri, 17 Jan 2003, Les Mikesell wrote:

> From: Bruce Campbell
>
> > However, if you're after something with a bit more oomph behind it, such
> > as cross-linking, searches, a decent ACL system and integration with RT,
> > hang around until next week, when a beta version of the next RT/FM will be
> > released.
>
> I've been hoping to make ht/dig combine the RT tickets and several other
> data sources into one fast web search engine but haven't tried it yet.  Is
> it likely to break anything to let the web spider portion push all the
> buttons and follow all the links nightly as a read-only user?

Hrm.  I personally wouldn't point any search engine at the WebUI; theres
too many links to follow that would produce needless overhead on the WebUI
server, and it is possible to show the same information through multiple
links.  Ugh.

As I remember it, you can tell ht/dig that 'this' URL is where it should
go to to index stuff, and 'that' URL is where it should tell people where
it came from.  So, you can take Ticket/Display.html and a specific example
queue index page, and produce a special cut-down version for ht/dig so it
just indexes the ticket data, and not the other fluff that the WebUI has.

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security



From bruce_campbell at ripe.net  Fri Jan 17 16:49:02 2003
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 17 Jan 2003 22:49:02 +0100 (CET)
Subject: [rt-users] Multi-tier RT
In-Reply-To: <20030117214250.GA26130@daedalus.andrew.net.au>
Message-ID: <Pine.LNX.4.44.0301172245540.17807-100000@x22.ripe.net>

On Sat, 18 Jan 2003, Andrew Pollock wrote:

> On Fri, Jan 17, 2003 at 03:29:22PM +0100, Bruce Campbell wrote:
> > In our setup, we have 4 distinct machines, and a plethora of desktops that
> > are able to directly access the SQL servers.  The maintainance of this is
> > eased by having our install directory, /home/rt2, NFS shared across the
> > machines.
>
> NFS is evil and can't be used in the environment that I'm looking at
> deploying RT2 into.

So have a master tree for the RT libraries, and remember to sync them when
you do an upgrade.  (Note that this is for RT 2.x .  RT 3.x changes
slightly.

> What are you sharing via NFS anyway, just the RT (config) files and
> whatnot to keep them all in sync?

For RT, just the perl scripts, the libraries and a small setuid proggie
(swiped from the majordomo dist) to make sure the enquiring little buggers
can't get the actual MySQL password.

NFS is used because our backend data storage is a Netapp filer.. Snapshots
are Goooood ;)

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security



From bruce_campbell at ripe.net  Fri Jan 17 17:01:20 2003
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 17 Jan 2003 23:01:20 +0100 (CET)
Subject: [rt-users] RT Possibilites?
In-Reply-To: <5.1.0.14.2.20030117113045.030862d8@mail1.qualcomm.com>
Message-ID: <Pine.LNX.4.44.0301172250010.17807-100000@x22.ripe.net>

On Fri, 17 Jan 2003, John Gedeon wrote:

> I have a request for a queue with the look of rt a little different. Thing
> is only people using that queue want the change. Is there a way to make
> different mason files show up for specific queues? Has this been done?

Interesting.  It certainly can be done.

What you want to be doing is to have your collection of files for Queue
'foo'.  For simplicity, give them the extension '.foo'.

Then, you can change your main pages to include files based on the queue
name, eg:

	<& /Elements/TitleBoxEnd.$queuename &>

( This is a quick example, and I'm skipping over a lot of stuff, such as
  how you're setting $queuename etc ).

If you wanted to be more tricky, you could have your magic include file,
like:

	<& /Elements/DefInclude, queue => $queuename, include =>
	  '/Elements/TitleBoxEnd &>

Where /Elements/DefInclude looked for the requested_file.$queuename, or
the requested_file in the former's absence.

> Main point is how complex is it to have it done?

Its not that complex, it would just be annoying to set this up (in
changing all the files that did includes in the appropriate manner).

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security



From jxh at jxh.com  Fri Jan 17 17:06:22 2003
From: jxh at jxh.com (Jim Hickstein)
Date: Fri, 17 Jan 2003 14:06:22 -0800
Subject: [rt-users] Knowledge Base
In-Reply-To: <20030117183854.GA21309@ruminary.org>
References: <JBEDKKNFEHFMLEDGHNFOKEPHCBAA.harrison@palisadesys.com>
 <20030117183854.GA21309@ruminary.org>
Message-ID: <7740000.1042841182@jxh.mirapoint.com>

--On Friday, January 17, 2003 10:38:54 -0800 clark shishido 
<clark at ruminary.org> wrote:

> If you can't wait for the new RT knowledgebase feature, you
> may want to look at Twiki. It's a bit feature rich for my
> tastes but maybe it's what you're looking for:
>
> http://twiki.org

We use Twiki, and our pubs group uses their own web ("KB") and a 
TWikiPlugin called something like genhtml, which strips off the TWiki 
chrome to make things suitable for publishing externally.  Seems to work.


From jgedeon at qualcomm.com  Fri Jan 17 17:10:39 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Fri, 17 Jan 2003 14:10:39 -0800
Subject: [rt-users] RT Possibilites?
In-Reply-To: <Pine.LNX.4.44.0301172250010.17807-100000@x22.ripe.net>
References: <5.1.0.14.2.20030117113045.030862d8@mail1.qualcomm.com>
Message-ID: <5.1.0.14.2.20030117140909.05dd5ec0@mail1.qualcomm.com>

Thanks that's good idea Bruce. It will help me start on it anyway.

Thanks for the help.
John

At 02:01 PM 1/17/2003, you wrote:
>On Fri, 17 Jan 2003, John Gedeon wrote:
>
> > I have a request for a queue with the look of rt a little different. Thing
> > is only people using that queue want the change. Is there a way to make
> > different mason files show up for specific queues? Has this been done?
>
>Interesting.  It certainly can be done.
>
>What you want to be doing is to have your collection of files for Queue
>'foo'.  For simplicity, give them the extension '.foo'.
>
>Then, you can change your main pages to include files based on the queue
>name, eg:
>
>         <& /Elements/TitleBoxEnd.$queuename &>
>
>( This is a quick example, and I'm skipping over a lot of stuff, such as
>   how you're setting $queuename etc ).
>
>If you wanted to be more tricky, you could have your magic include file,
>like:
>
>         <& /Elements/DefInclude, queue => $queuename, include =>
>           '/Elements/TitleBoxEnd &>
>
>Where /Elements/DefInclude looked for the requested_file.$queuename, or
>the requested_file in the former's absence.
>
> > Main point is how complex is it to have it done?
>
>Its not that complex, it would just be annoying to set this up (in
>changing all the files that did includes in the appropriate manner).
>
>--
>                              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


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From fstanley at netburner.com  Fri Jan 17 17:24:51 2003
From: fstanley at netburner.com (Forrest Stanley)
Date: Fri, 17 Jan 2003 14:24:51 -0800
Subject: [rt-users] A Scrip Condition error
Message-ID: <5.1.0.14.2.20030117141941.00bac7a8@mail.netburner.com>

This short code doesnt seem to be working properly. Looking for any 
pointers why its not. I'm guessing its something simple, as I am not really 
a perl coder. The intentions are when a person who is neither the owner or 
the requester responds to an email, the condition will fire true. While 
testing this code, I dont think it ever fires true.
thanks for the help,
-Forrest


--------------------------8<-------------------------


# ScripCondition: NonOwnNonReqCorrespond.pm
# IsApplicable returns true if correspondence is
#   completed by an unknown (not owner, not requestor)

# Created by Forrest Stanley

package RT::Condition::NonOwnNonReqCorrespond;
require RT::Condition::Generic;
@ISA = qw(RT::Condition::Generic);

sub IsApplicable {
     my $self = shift;

     my $creator = $self->TransactionObj->CreatorObj->EmailAddress;

     if ($self->TransactionObj->Type eq 'Correspond') {
         if ($self->TicketObj->IsOwner($self->CreatorObj)) { return(undef); }
         else {
	    if ($self->TicketObj->IsRequestor($self->CreatorObj)) { return(undef); }
	    else { return(1);
         }
     }
     else { return(undef); }

}
1;



From Anshuman at expertcity.com  Fri Jan 17 18:23:21 2003
From: Anshuman at expertcity.com (Anshuman Kanwar)
Date: Fri, 17 Jan 2003 15:23:21 -0800
Subject: [rt-users] time delay in the queue
Message-ID: <D5CB6754A6DAD511A42E00D0B7A0719102DBC6AE@dopey.corp.expertcity.com>

Thanks for the reply Seth.


From gm at efn.org  Fri Jan 17 18:50:14 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Fri, 17 Jan 2003 15:50:14 -0800 (PST)
Subject: [rt-users] time delay in the queue
In-Reply-To: <D5CB6754A6DAD511A42E00D0B7A0719102DBC6AE@dopey.corp.expertcity.com>
Message-ID: <Pine.GSU.4.21.0301171545480.16373-100000@garcia.efn.org>

On Fri, 17 Jan 2003, Anshuman Kanwar wrote:

> >From what I could gather this runs a nightly check and increments the
> priorities. Right ? I am looking for something that escalates in the order
> of 15-20 minutes. Maybe I should roll my own ...

It exists:

http://www.fsck.com/pub/rt/contrib/2.0/sql_rt2_escalator.README
and
http://www.fsck.com/pub/rt/contrib/2.0/sql_rt2_escalator.pl

It won't trigger the IfPriorityExceed scripts though (sadly)
because it's bypassing RT and doing it directly in the database.
Can anyone suggest a fix for this?

This can runs as often as you like (every 15-20) minutes...

If you really just want a "every 15-20 minutes, look for tickets that
nobody's touched and complain about them", I'd just use a cron job, with a
simple RT query and if any exist, email whomever.

-- 
## 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 travis.campbell at amd.com  Fri Jan 17 19:12:52 2003
From: travis.campbell at amd.com (Travis Campbell)
Date: Fri, 17 Jan 2003 18:12:52 -0600
Subject: [rt-users] time delay in the queue
In-Reply-To: <D5CB6754A6DAD511A42E00D0B7A0719102DBC6AE@dopey.corp.expertcity.com>
References: <D5CB6754A6DAD511A42E00D0B7A0719102DBC6AE@dopey.corp.expertcity.com>
Message-ID: <20030117181252.K20574@mpdtxmail.amd.com>

[Apologies if this gets double posted.  My fingers had a moment of their
 own before I was able to finish my message :-)]

On Fri, Jan 17, 2003 at 03:23:21PM -0800, Anshuman Kanwar wrote:
> Thanks for the reply Seth.
> 
> >From what I could gather this runs a nightly check and increments the
> priorities. Right ? I am looking for something that escalates in the order
> of 15-20 minutes. Maybe I should roll my own ...

I built an escalator meant to run every five minutes from cron for monitoring
tickets coming into our crisis queue.  

We have a site policy of responding to these tickets within fifteen minutes,
otherwise it starts adding people on as watchers (which happen to be our
email addresses for our pagers).  Every fifteen minutes, if no one has done
something with the ticket, another person (or level of management) gets
tacked on, priority gets bumped, and all watchers are notified.  This 
continues until someone moves it out of the queue or resolves it.

This queue is specifically configured so that priority starts at 1 and goes
to 99 in one day (because the escalator runs so often).  

The queue is also setup to NotifyAdminCc's on Correspondance and on Comment
so we don't have to build any sort of notifications into the script; RT does
it for us.  We use a template that only sends a minimal amount of info (queue
and ticket number) because it's being sent to an alphanumeric pager with a 
limited character count for incoming messages.

The only caveat with we found is that if you do this for a specific queue,
and have another escalator that does a daily priority bump for all your 
queues, you need to make sure both escalations don't collide.  We got around
this by doing something like 

        $tickets->LimitQueue(VALUE => 'MyQueue', OPERATOR => '!=');                                                               

in our daily escalator.

I've attached it.  YMMV.

(I hope this makes sense.  I'm being bombarded by the kids while I write
 this 8-)

Travis
-- 
 Travis Campbell  -  Unix Systems Administrator =    travis at mpdtxmail.amd.com
    5900 E. Ben White Blvd, Austin, TX 78741    =     travis.campbell at amd.com
    TEL: (512) 602-1888  PAG: (512) 604-0341    = webmaster at mpdtxmail.amd.com  
=============================================================================
      "Does anything work as expected?"  Yes.  An axe through the CPU.
-------------- next part --------------
#!/opt/mpd/bin/perl -w
#

use strict;
use Carp;

use lib "/opt/rt2/lib";
use lib "/opt/rt2/etc";

use IO::File;
use Mail::Mailer;
use Proc::ProcessTable;
    
my $lock = "/var/run/crisis-escalator.pid";
my $DEBUG = undef;

GetLock($lock);
use RT::Interface::CLI  qw(CleanEnv LoadConfig DBConnect 
               GetCurrentUser GetMessageContent);

print "Loading environment\n" if ($DEBUG);
#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::Date;
use RT::Tickets;

my $now = new RT::Date($RT::Nobody);
$now->SetToNow();

my $first_level;
my $second_level;

my ($sec,$min,$hour,$wday) = (gmtime())[0,1,2,6];

$hour = $hour - 5;

#
# Determine what time it is so we send an alert to the people for first and
# second level notifications
#
if (($hour <=  9 and $min  <= 59) and 
    ($hour >= 17 and $min  >=  5) and
    ($wday >   0 and $wday <   6)) {
	$first_level = 'admin-pager at mail.example.com'; # on call pager
	$second_level = 'eod-pager at mail.example.com';  # engineer of the day
} else {
	$first_level = 'eod-pager at mail.example.com';   # engineer of the day
	$second_level = 'admin-pager at mail.example.com';# on call pager
}


my $tickets = new RT::Tickets($RT::SystemUser);
$tickets->LimitQueue(VALUE => 'Crisis-TX');
$tickets->LimitStatus(VALUE => 'open');
$tickets->LimitStatus(VALUE => 'new');

while (my $ticket = $tickets->Next) {

    print "Working on tickets.\n" if ($DEBUG);
    my $priority = $ticket->Priority || 1;

    if ($priority == 1) {
        print "First alert.\n" if ($DEBUG);

        $ticket->AddAdminCc(Email => $first_level);
        TicketComment($ticket, $priority);
        PrioBump($ticket);
        BailOut($lock);
    } elsif ($priority == 2) {
        print "Second alert. After 15 minutes.\n" if ($DEBUG);

        if (CheckAge($ticket, $now, 900)) {
            TicketComment($ticket, $priority);
            PrioBump($ticket);
        } else {
            BailOut($lock);
        }
    } elsif ($priority == 3) {
        print "Third alert. After 30 minutes.\n" if ($DEBUG);
        if (CheckAge($ticket, $now, 1800)) {
            $ticket->AddAdminCc(Email => $second_level);
            TicketComment($ticket, $priority);
            PrioBump($ticket);
        } else {
            BailOut($lock);
        }
    } elsif ($priority == 4) {
        print "Fourth alert. After 45 minutes.\n" if ($DEBUG);

        if (CheckAge($ticket, $now, 2700)) {
            $ticket->AddAdminCc(Email => 'boss-pager at mail.example.com');
            TicketComment($ticket, $priority);
            PrioBump($ticket);
        } else {
            BailOut($lock);
        }

    } elsif ($priority == 5) {
        print "Fifth alert. After 60 minutes.\n" if ($DEBUG);
        if (CheckAge($ticket, $now, 3600)) {
            TicketComment($ticket, $priority);
            PrioBump($ticket);
        } else {
            BailOut($lock);
        }
    } elsif ($priority >= 6 and ($priority % 4 + 1) == 1) {
        print "Hourly alert.\n" if ($DEBUG);
        if (CheckAge($ticket, $now, 3600, -1)) {
            TicketComment($ticket, $priority);
            PrioBump($ticket);
        } else {
            BailOut($lock);
        }
    } elsif ($priority == 99) {
        print "Bad alert.\n" if ($DEBUG);
        if (CheckAge($ticket, $now, 900)) {
            $ticket->AddAdminCc(Email => 'team-pager at mail.example.com');
            TicketComment($ticket, $priority);
        } else {
            BailOut($lock);
        }
    }

}

BailOut($lock);

sub PrioBump {
    my $self = shift;

    unless ($self->Priority == $self->FinalPriority() ) {
        print "Evaluating ".$self->Id. "..." if ($DEBUG);
        print $self->Priority." -> " if ($DEBUG);    
        $self->SetPriority($self->Priority + 1);
        print $self->Priority."\n" if ($DEBUG);    
    }
}

sub TicketComment {
    my $self = shift;
    my $prio = shift;

    require MIME::Entity;
    
    my $comment;
    if ($prio == 1) {
	$comment = 'New ticket.  First alert being sent.';
    } else {
        $comment = 'No input from Systeam.  Ticket escalated to next level and notifications are being sent.';
    }

    my $Comment = MIME::Entity->build(Data => $comment);

    $self->Comment(MIMEObj => $Comment);
}

sub CheckAge {
    my $ticket = shift;
    my $now    = shift;
    my $age = shift;

    my $created = $ticket->CreatedObj->Unix;
    my $seconds = $now->Diff($created, $now);
    if ($seconds <= $age) {
        return 0;
    }
    
    return 1;
}

sub BailOut {
    my $lock = shift;
    print "Bailing out.\n" if ($DEBUG);
    $RT::Handle->Disconnect();
    ClearLock($lock);
    exit;
}

sub GetLock {
    my $lock = shift;

    my $now = time;
    my $pid = $$;

    if ( -f $lock ) {
        my $mtime = (stat($lock))[9];

        my $oldpid = FindPid($lock,$pid);

        if ($oldpid) {
            print "Previous escalator still running ($oldpid) ($now)\n" if ($DEBUG);
            exit;
        } else {
            print "Clearing lock from previous escalator ($oldpid)\n" if ($DEBUG);
            ClearLock($lock);
        }
    } 

    if ( ! -f $lock ) {
	print "Creating lock file for $pid\n" if ($DEBUG);
        my $fh = IO::File->new(">$lock") or
            die "Could not write to lock file ($pid): $!";
        print $fh $pid, "\n";
        $fh->close;
    }
}

sub FindPid {
    my $lock = shift;
    my $pid  = shift;

    my $fh = IO::File->new("<$lock") or
        die "Lock file exists but I couldn't open it for reading: $!";

    my $runningpid = <$fh>;
    chomp $runningpid;

    $fh->close;

    my $p = Proc::ProcessTable->new();
    my $pref = $p->table;
    for my $process (@$pref) {
        if ($process->uid == $runningpid) {
            return $process->uid;
        }
    }

    return 0;
}

sub ClearLock {
    my $lock = shift;

    print "Clearing lockfile $lock\n" if ($DEBUG);
    unlink $lock or 
	die "Could not unlink $lock: $!";
}

From travis.campbell at amd.com  Fri Jan 17 19:19:51 2003
From: travis.campbell at amd.com (Travis Campbell)
Date: Fri, 17 Jan 2003 18:19:51 -0600
Subject: [rt-users] time delay in the queue
In-Reply-To: <20030117181252.K20574@mpdtxmail.amd.com>
References: <D5CB6754A6DAD511A42E00D0B7A0719102DBC6AE@dopey.corp.expertcity.com>
 <20030117181252.K20574@mpdtxmail.amd.com>
Message-ID: <20030117181951.N20574@mpdtxmail.amd.com>

On Fri, Jan 17, 2003 at 06:12:52PM -0600, Travis Campbell wrote:
> 
> The queue is also setup to NotifyAdminCc's on Correspondance and on Comment

That should have been OnCreate and OnComment.

Travis
-- 
 Travis Campbell  -  Unix Systems Administrator =    travis at mpdtxmail.amd.com
    5900 E. Ben White Blvd, Austin, TX 78741    =     travis.campbell at amd.com
    TEL: (512) 602-1888  PAG: (512) 604-0341    = webmaster at mpdtxmail.amd.com  
=============================================================================
      "Does anything work as expected?"  Yes.  An axe through the CPU.



From jgedeon at qualcomm.com  Fri Jan 17 19:55:36 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Fri, 17 Jan 2003 16:55:36 -0800
Subject: [rt-users] RT Possibilites?
In-Reply-To: <Pine.LNX.4.44.0301172250010.17807-100000@x22.ripe.net>
References: <5.1.0.14.2.20030117113045.030862d8@mail1.qualcomm.com>
Message-ID: <5.1.0.14.2.20030117165003.05e62480@mail1.qualcomm.com>

Would it be possible to have the directory structure like such

WebRT/html/
    Default/
         Ticket/
         User/ ....
    Queue1/
         include only files I changed
    Queue2/
         include only files I changed

and have html_mason look at for the file in the queue's directory and if 
not found use the one in the Default?
I would want this to also work for the .html files (IE so i could rearrage 
the forms or change some of the form names on the outside, like owner to 
assigned to)
But I would want html mason to hide the Default or Queue1 part of the url 
from everything else.

so a link like http://www.example.com/Ticket/History.html?id=42
would take them to the queue specific view of that ticket which would have 
the files in
WebRT/html/Queue2/Ticket/History.html

Is that possible?

John


At 02:01 PM 1/17/2003, Bruce Campbell wrote:
>On Fri, 17 Jan 2003, John Gedeon wrote:
>
> > I have a request for a queue with the look of rt a little different. Thing
> > is only people using that queue want the change. Is there a way to make
> > different mason files show up for specific queues? Has this been done?
>
>Interesting.  It certainly can be done.
>
>What you want to be doing is to have your collection of files for Queue
>'foo'.  For simplicity, give them the extension '.foo'.
>
>Then, you can change your main pages to include files based on the queue
>name, eg:
>
>         <& /Elements/TitleBoxEnd.$queuename &>
>
>( This is a quick example, and I'm skipping over a lot of stuff, such as
>   how you're setting $queuename etc ).
>
>If you wanted to be more tricky, you could have your magic include file,
>like:
>
>         <& /Elements/DefInclude, queue => $queuename, include =>
>           '/Elements/TitleBoxEnd &>
>
>Where /Elements/DefInclude looked for the requested_file.$queuename, or
>the requested_file in the former's absence.
>
> > Main point is how complex is it to have it done?
>
>Its not that complex, it would just be annoying to set this up (in
>changing all the files that did includes in the appropriate manner).
>
>--
>                              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


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From Ralexander at musiciansfriend.com  Fri Jan 17 21:25:46 2003
From: Ralexander at musiciansfriend.com (Ron Alexander)
Date: 17 Jan 2003 18:25:46 -0800
Subject: [rt-users] time delay in the queue
In-Reply-To: <20030117232502.16075.54315.Mailman@pallas.eruditorum.org>
References: <20030117232502.16075.54315.Mailman@pallas.eruditorum.org>
Message-ID: <1042856748.26315.260.camel@ronsBox>

If all you want to do is email your boss if the ticket is unowned you
could probably do something like this:

# $Header:
/raid/cvsroot/rt-addons/ScripActions/EscalatePriority/EscalatePriority.pm,v 1.2 2001/06/22 23:50:37 jesse
Exp $

package RT::Action::EscalatePriority;
require RT::Action::Generic;
@ISA=qw(RT::Action::Generic);

#Do what we need to do and send it out.

#What does this type of Action does

# {{{ sub Describe
sub Describe  {
  my $self = shift;
   return (ref $self . " will escalate a ticket by emailing a big
boss.");
}
# }}}


# {{{ sub Prepare
sub Prepare  {
    my $self = shift;

if ($self->TicketObj->Owner = "Nobody") {

## INSERT YOUR MAIL CODE HERE?? or maybe you use a scrip condition to do
## it for you.
##probably RT already has a slick way to do this
##I am an RT novice and so what to do here escapes me
    }
}


That does remove all the priority stuff. Then you just cron up that
script. The downside is pretty obvious. Your boss is going to get upset
if the volume gets to heavy. Probably because every 5 minutes all day
Saturday and Sunday the ticket that was created Friday at 5:00 is going
to be emailing him. (576 times over a two day period, ouch). You could
certainly fine-tune a script that would in fact check to see if people
should be at work taking ownership of tickets before you send your poor
big boss 576 emails over the weekend. Maybe you could fine tune your
cron to not work on Saturdays, Sundays and holidays?

Or... You could just set have your boss open up the search page. Set up
the queue the boss is responsible for with owner = "Nobody". Set it to
refresh every 5 minutes.

Or... You could write a script that directly accesses the database every
5 minutes and jams a quick email if the owner is nobody (Select id from
Tickets where Owner = "Nobody").

The search page is IMHO your best option. The only downside is that it
isn't quite as 'in your face' as email. I guess bosses have slick email
clients that say "You've got mail" and they wouldn't get that reminder.

Good Luck,
Ron

> 
> Message: 15
> From: Anshuman Kanwar <Anshuman at expertcity.com>
> To: "'Seth Cohn, EFN General Manager'" <gm at efn.org>
> Cc: rt-users at lists.fsck.com
> Subject: RE: [rt-users] time delay in the queue
> Date: Fri, 17 Jan 2003 15:23:21 -0800
> 
> Thanks for the reply Seth.
> 
> From what I could gather this runs a nightly check and increments the
> priorities. Right ? I am looking for something that escalates in the order
> of 15-20 minutes. Maybe I should roll my own ...
> 
> Thansk you,
> -ansh

-- 
/************************************************************
* Ron Alexander             ralexander at musiciansfriend.com *
* Programmer/Analyst                Musician's Friend, Inc.*
* Phone:(541)774-5362       http://www.musiciansfriend.com *
************************************************************/



From bruce_campbell at ripe.net  Sat Jan 18 05:32:54 2003
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sat, 18 Jan 2003 11:32:54 +0100 (CET)
Subject: [rt-users] A Scrip Condition error
In-Reply-To: <5.1.0.14.2.20030117141941.00bac7a8@mail.netburner.com>
Message-ID: <Pine.LNX.4.44.0301181126190.3716-100000@x22.ripe.net>

On Fri, 17 Jan 2003, Forrest Stanley wrote:

> This short code doesnt seem to be working properly. Looking for any
> pointers why its not.

You're referring to $self->CreatorObj, when you want to be referring to
$self->TransactionObj->CreatorObj .  I'm also not sure why you have
$creator about.

sub IsApplicable(){

	my $self = shift;

	my $retval = undef;

	if( $self->TransactionObj->Type eq 'Correspond' ){
	  if( ! $self->TicketObj->IsOwner( $self->TransactionObj->CreatorObj ) ){
	    if( ! $self->TicketObj->IsRequestor( $self->TransactionObj->CreatorObj ) ){
		$retval = 1;
	    }
	  }
	}

	return( $retval );
}

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security

http://www.dude.ru/music/gigflapping.html



From svigano at boothcreek.com  Sat Jan 18 16:56:15 2003
From: svigano at boothcreek.com (Steffan Vigano)
Date: Sat, 18 Jan 2003 13:56:15 -0800
Subject: [rt-users] "Depended on by" in template
References: <20030117232502.16075.54315.Mailman@pallas.eruditorum.org>
Message-ID: <3E29CD7F.7040502@boothcreek.com>

I have a template that sends out informational emails upon new ticket 
creation to a team, if unassigned, or an individual if assigned.  It 
currently just has basic info like:

     Subject:   {$Ticket->Subject()}
  Requester:   {$Ticket->Requesters->EmailsAsString()}
       Owner:   {$Ticket->OwnerObj->Name}  

etc,etc, etc....   We would like to also included information on 
dependencies, but only if one exists.  Anyone currently doing that from 
a template, or have any ideas how to tackle it?

Thanks
Steffan



From joerg at die-herberts.de  Sat Jan 18 18:46:33 2003
From: joerg at die-herberts.de (Joerg Herbert)
Date: Sun, 19 Jan 2003 00:46:33 +0100
Subject: [rt-users] Installing the Cozens Statistics Package
In-Reply-To: <3E10837B.3020507@shunra.com>
References: <0B7E98FA-15C7-11D7-9677-00039310C34C@sidebysite.de>
Message-ID: <3E29F569.6102.A69E603@localhost>

On 30 Dec 2002 at 19:33, Ron Gidron wrote:

> <VirtualHost _default_:8080>
>  ServerAdmin ron.gidron at shunra.com
>  ErrorLog /var/log/rt2/apache_rt_error.log
>  DocumentRoot /usr/local/rt2/WebRT/html
>  ServerName quake
>  PerlModule Apache::DBI
> #PerlFreshRestart On
>  PerlRequire /usr/local/rt2/bin/webmux.pl
>  <Location />
>   Options Indexes FollowSymLinks
>  AllowOverride None
>   Order deny,allow
>  Allow from all
>    SetHandler perl-script
>    PerlHandler RT::Mason
>  </Location>
>   <Location /chart>
>     SetHandler perl-script
>  PerlHandler Apache::GD::Graph
>  </Location>
> </VirtualHost>
> 

Take a look at your Apache-Error-Log. If you move the Directories 
/chart and /stat to $Documentroot all should be fine.

-- 
Bye for now, 
Bis denne,
                   Joerg




From pdh at snapgear.com  Sun Jan 19 19:50:24 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 20 Jan 2003 10:50:24 +1000
Subject: [rt-users] recommended setup for public access
In-Reply-To: <Pine.BSF.4.51.0301171230300.81291@nollie.summersault.com>
References: <Pine.BSF.4.51.0301171230300.81291@nollie.summersault.com>
Message-ID: <20030120005024.GU455@luggage.internal.moreton.com.au>

Mark Stosberg wrote:
> I tried creating a user named "public" with a link like this:
>
> http://website.com/rt/SelfService/Create.html?user=public;pass=public

You want an "&", not a ";" there...

> However, the "Queue" field remains empty and it's a required field, so
> the form doesn't work.

You need to grant "public" the right to "SeeQueue" for any queues
you want to be visible there.

-- 
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 seph at commerceflow.com  Sun Jan 19 20:50:07 2003
From: seph at commerceflow.com (seph)
Date: Sun, 19 Jan 2003 17:50:07 -0800
Subject: [rt-users] How to specify multiple cc's at ticket creation?
In-Reply-To: <20030117121530.B27767@ada.dhs.org> (Ambrose Li's message of
 "Fri, 17 Jan 2003 12:15:30 -0500")
References: <H8sMv1.n0t@ada.dhs.org> <w52n0lzq2dh.fsf@lame.message.id>
	<20030117121530.B27767@ada.dhs.org>
Message-ID: <w52k7h0pp2o.fsf@lame.message.id>

>> Use commas. The standard email address separator.
>
> When I use commas, RT seems to be able to recognize only one
> user.  (The rest are just "email address"es even if they are
> also existing users.) Would this be a bug, or is there something
> I was still doing wrong?

This sounds like a bug. Playing with one of my 2.0.x servers (I think
it's running 2.0.13) I can reproduce this behavior. Investigating a
bit, I find that rt is choking on the space between the comma and the
username. That is "userA, userB" fails while "userA,userB"

In ticket/create.html change the relevant lines to 

    my @Requestors = split ( /,/, $ARGS{'Requestors'} );
    my @Cc         = split ( /,/, $ARGS{'Cc'} );
    my @AdminCc    = split ( /,/, $ARGS{'AdminCc'} );

I haven't tested it, but I believe it's what rt3 uses.

It's also worth noting that the cc fields are by email address, not
username. So if you're username are different than your email
addresses, be careful.

seph


From jesse at bestpractical.com  Sun Jan 19 21:06:54 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 19 Jan 2003 21:06:54 -0500
Subject: [rt-users] How to specify multiple cc's at ticket creation?
In-Reply-To: <w52k7h0pp2o.fsf@lame.message.id>
References: <H8sMv1.n0t@ada.dhs.org> <w52n0lzq2dh.fsf@lame.message.id> <20030117121530.B27767@ada.dhs.org> <w52k7h0pp2o.fsf@lame.message.id>
Message-ID: <20030120020654.GA12365@pallas.fsck.com>



On Sun, Jan 19, 2003 at 05:50:07PM -0800, seph wrote:
> This sounds like a bug. Playing with one of my 2.0.x servers (I think
> it's running 2.0.13) I can reproduce this behavior. Investigating a
> bit, I find that rt is choking on the space between the comma and the
> username. That is "userA, userB" fails while "userA,userB"
> 
> In ticket/create.html change the relevant lines to 
> 
>     my @Requestors = split ( /,/, $ARGS{'Requestors'} );
>     my @Cc         = split ( /,/, $ARGS{'Cc'} );
>     my @AdminCc    = split ( /,/, $ARGS{'AdminCc'} );

Seph actually meant:


    my @Requestors = split ( /\s*,\s*/, $ARGS{'Requestors'} );
    my @Cc         = split ( /\s*,\s*/, $ARGS{'Cc'} );
    my @AdminCc    = split ( /\s*,\s*/, $ARGS{'AdminCc'} );


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


From pdh at snapgear.com  Sun Jan 19 21:37:49 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 20 Jan 2003 12:37:49 +1000
Subject: [rt-users] How to specify multiple cc's at ticket creation?
In-Reply-To: <20030120020654.GA12365@pallas.fsck.com>
References: <H8sMv1.n0t@ada.dhs.org> <w52n0lzq2dh.fsf@lame.message.id> <20030117121530.B27767@ada.dhs.org> <w52k7h0pp2o.fsf@lame.message.id> <20030120020654.GA12365@pallas.fsck.com>
Message-ID: <20030120023749.GW455@luggage.internal.moreton.com.au>

Jesse Vincent wrote:
> > In ticket/create.html change the relevant lines to 
> > 
> >     my @Requestors = split ( /,/, $ARGS{'Requestors'} );
> >     my @Cc         = split ( /,/, $ARGS{'Cc'} );
> >     my @AdminCc    = split ( /,/, $ARGS{'AdminCc'} );
> 
> Seph actually meant:
> 
>     my @Requestors = split ( /\s*,\s*/, $ARGS{'Requestors'} );
>     my @Cc         = split ( /\s*,\s*/, $ARGS{'Cc'} );
>     my @AdminCc    = split ( /\s*,\s*/, $ARGS{'AdminCc'} );

And he also meant Ticket/Display.html, not ticket/create.html.
But aside from that, this looks good. :-)

{would /[\s,]+/ be more suitable, I wonder?}
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Sun Jan 19 22:55:39 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 20 Jan 2003 13:55:39 +1000
Subject: [rt-users] Knowledge Base
In-Reply-To: <15912.23961.580701.90195@onceler.kciLink.com>
References: <1042821492.24747.99.camel@desktop> <Pine.LNX.4.44.0301171821230.10958-100000@x22.ripe.net> <15912.23961.580701.90195@onceler.kciLink.com>
Message-ID: <20030120035538.GZ455@luggage.internal.moreton.com.au>

Vivek Khera wrote:
> Just while checking it out, I noticed that the requirements list
> postgresql 7.1.1 or higher.  That should also say, NOT 7.3.0 or higher
> until RT is suitable adjusted.
> 
> Who's got perms to fix it?

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


From mark at summersault.com  Sun Jan 19 23:13:32 2003
From: mark at summersault.com (Mark Stosberg)
Date: Sun, 19 Jan 2003 23:13:32 -0500 (EST)
Subject: [rt-users] recommended setup for public access
In-Reply-To: <20030120005024.GU455@luggage.internal.moreton.com.au>
References: <Pine.BSF.4.51.0301171230300.81291@nollie.summersault.com>
 <20030120005024.GU455@luggage.internal.moreton.com.au>
Message-ID: <Pine.BSF.4.51.0301192311380.12513@nollie.summersault.com>

> > http://website.com/rt/SelfService/Create.html?user=public;pass=public
>
> You want an "&", not a ";" there...

Thanks for the response Phil.

The use of the semicolon was intentional. Not only is it supported by
RT, it's also recommended by the W3C as part of the HTML 4.01 spec:

http://www.w3.org/TR/html401/appendix/notes.html#h-B.2.2

It's also supported by Perl's CGI.pm module, among other places.

> > However, the "Queue" field remains empty and it's a required field, so
> > the form doesn't work.
>
> You need to grant "public" the right to "SeeQueue" for any queues
> you want to be visible there.

Thanks for the tip.

  Mark

http://mark.stosberg.com/


From pdh at snapgear.com  Sun Jan 19 23:19:51 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 20 Jan 2003 14:19:51 +1000
Subject: [rt-users] recommended setup for public access
In-Reply-To: <Pine.BSF.4.51.0301192311380.12513@nollie.summersault.com>
References: <Pine.BSF.4.51.0301171230300.81291@nollie.summersault.com> <20030120005024.GU455@luggage.internal.moreton.com.au> <Pine.BSF.4.51.0301192311380.12513@nollie.summersault.com>
Message-ID: <20030120041951.GA455@luggage.internal.moreton.com.au>

Mark Stosberg wrote:
> The use of the semicolon was intentional. Not only is it supported by
> RT, it's also recommended by the W3C as part of the HTML 4.01 spec:
> 
> http://www.w3.org/TR/html401/appendix/notes.html#h-B.2.2

I stand corrected. :^) (the fsck.com RT instance seems to get very
stuck if I use a semicolon instead of an ampersand, incidentally.)
-- 
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 js138 at eng.cam.ac.uk  Mon Jan 20 04:44:05 2003
From: js138 at eng.cam.ac.uk (J. Sloan)
Date: Mon, 20 Jan 2003 09:44:05 +0000 (GMT)
Subject: [rt-users] Difference between Cc and AdminCc (or, Cc is not
 getting mail)
In-Reply-To: <20030117130302.A18039@ada.dhs.org>
Message-ID: <Pine.HPX.4.33L.0301171808161.19391-100000@punch.eng.cam.ac.uk>

On Fri, 17 Jan 2003, Ambrose Li wrote:

> Hi,
>
> I wonder what exactly is the difference between Cc's and AdminCc's
> in terms of getting mail.
>
> I have the following global scrips :
>
>  [ ]    OnCreate AutoreplyToRequestors with template Autoreply
>  [ ]    OnCorrespond NotifyAllWatchers with template Correspondence
>  [ ]    OnComment NotifyAdminCcsAsComment with template AdminComment
>  [ ]    OnComment NotifyOtherRecipientsAsComment with template Correspondence
>  [ ]    OnCorrespond NotifyOtherRecipients with template Correspondence
>  [ ]    OnCreate NotifyAllWatchers with template Transaction
>
> I thought that this means that when I make a comment, Cc's would get
> mail, but the Cc's are not getting mail. Nothing relevant is in the
> RT log. Is the scrip settings above wrong if I want Cc's to get mail
> on comment? (or have I misunderstood the functionality of "comment"?)
>
> Thanks very much in advance,

Having just finally got my head round these:

You have two scrips which trigger on 'comment'.  One sends to AdminCCs and
the other sends to OtherRecipients - which are those addresses specified
on the CC or BCC lines in the web reply/comment form.

For CCs to see comments you would need to have:

OnComment NotifyCcsAsComment with template Correspondence

as well.  Now in my basic RT, I don't have that ScripAction (or
NotifyCcAndAdminCcsAsComment which would do here) so you'll have to insert
suitable lines into the database to create it. (all the Notify actions are
calls to Notify.pm or NotifyAsComment.pm with suitable arguments).

John




From erik.wasser at iquer.net  Mon Jan 20 17:07:16 2003
From: erik.wasser at iquer.net (Erik Wasser)
Date: Mon, 20 Jan 2003 23:07:16 +0100
Subject: [rt-users] No reply mail for the ticker requestor
Message-ID: <200301201907.18665.erik.wasser@iquer.net>

Hi.

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.

Then I modified the code in '/rt2/lib/RT/Action/SendEmail.pm'. At the 
beginning of the routine 'Commit' I dumped via 
"Dumper($self->TemplateObj->MIMEObj->head);" to a logfile. Here's the 
result:

$VAR1 = bless( {
	'mail_hdr_list' => [
		'Subject: [company.net #89] test',
		'From: "Erik Wasser via RT" <help-unix at company.net>',
		'Reply-To: help-unix at company.net',
		'In-Reply-To: <rt-89 at company.net>',
		'Message-ID: <rt-89-338.7.08217661043825 at company.net>',
		'Precedence: bulk',
		'X-RT-Loop-Prevention: company.net',
		'RT-Ticket: company.net #89',
		'Managed-by: RT 2.0.15 (http://bestpractical.com/rt/)',
		'RT-Originator: fuzz at company.net'
	],
	[...useless MIME::Head stuff...]
   }, 'MIME::Head' );

You see, there is no "To", "Cc" or "Bcc" field. Is that okay? This is 
the reason why RT2 is sending no mail, but why is there no "To" field? 

Ideas? Comment? B-)

Thanks for your help.

-- 
So long... Erik Wasser



From anfa at edu.nykoping.se  Mon Jan 20 17:58:19 2003
From: anfa at edu.nykoping.se (Falk)
Date: Mon, 20 Jan 2003 23:58:19 +0100
Subject: [rt-users] Get Keyword Id from ShowKeywordSelect
Message-ID: <20030120235819.08dc20e0.anfa@edu.nykoping.se>

Hi.

We are trying to get the Keyword Id back right beside the keyword.
But it aint going great :)
The Id is going to be used for linking to  external pages.

// Regards, Falk
// Sweden


From bruce_campbell at ripe.net  Mon Jan 20 18:46:24 2003
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 21 Jan 2003 00:46:24 +0100 (CET)
Subject: [rt-users] Attachments sent from RT are 'inline'
In-Reply-To: <1041577691.2808.17.camel@isis>
Message-ID: <Pine.LNX.4.44.0301210039300.3435-100000@x22.ripe.net>

On 3 Jan 2003, Lynoure [ISO-8859-1] Rajam?ki wrote:

> On Thu, 2003-01-02 at 16:09, Douglas E. Warner wrote:
> >
> > Yes, I'm using the one from the contrib area.  Would you mind attaching it to
> > the list so everyone can benefit?
>
> Ok, though my version is by no means perfect either (I took the shortcut
> and set Content-Type to fit our needs, and it's not right for all other
> character sets). Also, I am very new to perl...

Something to add to the archives for this.  Somewhere along the way, the
'MIME-Version' header gets dropped.  This makes certain mailers, such as
Pine, not recognise the mail thus generated as a valid multipart mail
(Brad Marshall noticed this problem).

Hence, add the following line after 'make_multipart' (~line43):

  $self->TemplateObj->MIMEObj->head->add('MIME-Version', '1.0' );

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security




From lynoure at otaverkko.fi  Tue Jan 21 02:42:12 2003
From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=)
Date: 21 Jan 2003 09:42:12 +0200
Subject: [rt-users] Attachments sent from RT are 'inline'
In-Reply-To: <Pine.LNX.4.44.0301210039300.3435-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0301210039300.3435-100000@x22.ripe.net>
Message-ID: <1043134932.3461.17.camel@isis>

On Tue, 2003-01-21 at 01:46, Bruce Campbell wrote:

> Something to add to the archives for this.  Somewhere along the way, the
> 'MIME-Version' header gets dropped.  This makes certain mailers, such as
> Pine, not recognise the mail thus generated as a valid multipart mail
> (Brad Marshall noticed this problem).

It didn't seem to be there even to start with (see Robert Grasso's
message in rt-devel). Actually it isn't even in the messages that are
sent without NotifyWithAttachment. I wonder whether the MIME module sets
this header automatically at all. (At least I didn't notice any part of
the code that would do that, though it should...)  IMO MIME module is
the place where this should be fixed.
 
> Hence, add the following line after 'make_multipart' (~line43):
> 
>   $self->TemplateObj->MIMEObj->head->add('MIME-Version', '1.0' );


Thanks for the workaround though. :)

-- 
Lynoure Rajam?ki
lynoure at otaverkko.fi
lynoure at tuug.fi



From katty at demos.su  Tue Jan 21 05:37:26 2003
From: katty at demos.su (Ekaterina Kochetkova)
Date: Tue, 21 Jan 2003 13:37:26 +0300
Subject: [rt-users] question [RT: RT Bounce: AutoReply:]]
Message-ID: <20030121133726.B70751@sinbin.demos.su>

  Hello!

  Doesn't work an AutoReply answer to Requestor.

  There is a that global scrip is in queue configuration:

  In Configuration->Queue->Scrips (Global) we have:
  ...
  OnCreate AutoreplyToRequestors with template Autoreply


  But the RT system tries to send letter back to itself instead of
  requestor's address.

  Then it detects a loop and sends an error letter to rt-admin...

  Where can I setup it to send AutoReply to Requestor, not to a queue
  (rt-test-1 at xxx in this example)?

> ----- Forwarded message from RT: ;CorrespondAddress.not.set at xxx -----
> 
> Received: from <katty at xxx>
>   by xxx (CommuniGate Pro RULES 4.0.5/D)
>   with RULES id 59411044; Mon, 20 Jan 2003 16:16:32 +0300
> X-Mirrored-by: <katty at xxx>
> Received: from rt-admin at xxx
>   by xxx (CommuniGate Pro GROUP 4.0.5/D)
>   with GROUP id 59411031; Mon, 20 Jan 2003 16:16:32 +0300
> Reply-To: rt-admin at xxx
> Received: from [195.133.7.150] (HELO pt-5.xxx)
>   by xxx (CommuniGate Pro SMTP 4.0.5/D)
>   with ESMTP id 59411043 for rt-admin at xxx; Mon, 20 Jan 2003 16:16:32 +0300
> Received: by pt-5.xxx (Postfix, from userid 12346)
> 	id 994D0A00A; Mon, 20 Jan 2003 16:16:32 +0300 (WST)
> Content-Type: multipart/mixed; boundary="----------=_1043068592-19835-0"
> Content-Transfer-Encoding: binary
> MIME-Version: 1.0
> X-Mailer: MIME-tools 5.411 (Entity 5.404)
> From: RT::CorrespondAddress.not.set at pt-5.xxx
> To: rt-admin at xxx
> Subject: RT Bounce: [rt2.xxx #31] AutoReply: ???????? ?????!
> X-RT-Loop-Prevention: rt2.xxx
> Message-Id: <20030120131632.994D0A00A at pt-5.xxx>
> Date: Mon, 20 Jan 2003 16:16:32 +0300 (WST)
> Status: RO
> Content-Length: 2086
> Lines: 58
> 
> [-- Attachment #1 --]
> [-- Type: text/plain, Encoding: binary, Size: 0,1K --]
> Content-Type: text/plain
> Content-Disposition: inline
> Content-Transfer-Encoding: binary
> 
> RT thinks this message may be a bounce
> 
> [-- Attachment #2 --]
> [-- Type: text/plain, Encoding: 7bit, Size: 0,6K --]
> Return-Path: <rt-test-1 at xxx>
> Delivered-To: rt-test-1 at pt-5.xxx
> Received: from xxx (mx.xxx [194.87.0.32]) by pt-5.xxx (Postfix) w
> ith ESMTP id 70537A016 for <rt-test-1 at pt-5.xxx>; Mon, 20 Jan 2003 16:16:30
> +0300 (WST)
> Received: from rt-test-1 at xxx by xxx (CommuniGate Pro GROUP 4.0.5/D) wi
> th GROUP id 59411034; Mon, 20 Jan 2003 16:16:30 +0300
> Reply-To: rt-test-1 at xxx
> Received: from [195.133.7.150] (HELO pt-5.xxx) by xxx (CommuniGate Pro
>  SMTP 4.0.5/D) with ESMTP id 59411038 for rt-test-1 at xxx; Mon, 20 Jan 2003 1
> 6:16:30 +0300
> Received: by pt-5.xxx (Postfix, from userid 12346) id 04D4BA016; Mon, 20 Ja
> n 2003 16:16:29 +0300 (WST)
> Subject: [rt2.xxx #31] AutoReply: ???????? ?????!
> From: "rt-test-1" <rt-test-1 at xxx>
> Reply-To: rt-test-1 at xxx
> In-Reply-To: <rt-31 at rt2.xxx>
> Message-Id: <rt-31-59.1.63563300087418 at xxx>
> Precedence: bulk
> X-RT-Loop-Prevention: rt2.xxx
> RT-Ticket: rt2.xxx #31
> Managed-BY: RT 2.0.15 (http://bestpractical.com/rt/)
> RT-Originator: rt-test-1 at xxx
> MIME-Version: 1.0
> Content-Type: text/plain; charset=KOI8-R
> To: rt-test-1 at xxx
> ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
> 
> Date: Mon, 20 Jan 2003 16:16:29 +0300 (WST)
> 
> 
> 
> Greetings,
> 
> This message has been automatically generated in response to the
> creation of a trouble ticket regarding:
> 	"???????? ?????!", 
> a summary of which appears below.
> 
> There is no need to reply to this message right now.  Your ticket has been
> assigned an ID of [rt2.xxx #31].
> 
> Please include the string:
> 
>          [rt2.xxx #31]
> 
> in the subject line of all future correspondence about this issue. To do so, 
> you may reply to this message.
> 
>                         Thank you,
>                         rt-test-1 at xxx
> 
> -------------------------------------------------------------------------
> ???????!
> 
> 
> 

-- 
katty


From katty at demos.su  Tue Jan 21 08:47:12 2003
From: katty at demos.su (Ekaterina Kochetkova)
Date: Tue, 21 Jan 2003 16:47:12 +0300
Subject: [rt-users] question [RT: RT Bounce: AutoReply:]]
In-Reply-To: <Pine.LNX.4.33.0301211429450.9185-100000@metis.zcu.cz>; from okrouhly@civ.zcu.cz on Tue, Jan 21, 2003 at 02:34:35PM +0100
References: <20030121155539.A95071@sinbin.demos.su> <Pine.LNX.4.33.0301211429450.9185-100000@metis.zcu.cz>
Message-ID: <20030121164712.C24941@sinbin.demos.su>

ono tak  postavleno :  

Queue: rt-test-1
Correspondence Address: - rt-test-1 at demos.su
Comment Address: - rt-test-1c at demos.su
you can send test on rt-test-1 at demos.su and your letter will be in the queue
correctly. 
But you will not receive autoreply (RT will try to send it to 
rt-test-1 at demos.su back instead of your address and you will
not receive autoreply)

On Tue, Jan 21, 2003 at 02:34:35PM +0100, Jan Okrouhly wrote:
Izvini moj russkij jazyk...
No esli ochered jest 'queue', potom nado nastavit
u kazhdoi ocheredi 'Correspondence Address:'
i 'Comment Address:'.

On Tue, 21 Jan 2003, Ekaterina Kochetkova wrote:

>
> nu eto - escho... no neuzheli eto sviazano s adresom receiptienta?
> a kakoi adres nado ukazyvat' v konfige vmesto RT::CorrespondAddress.not.set,
> esli u menia budet neskol'ko ocheredei s raznymui adresami?
>
> On Tue, Jan 21, 2003 at 12:30:15PM +0100, Jan Okrouhly wrote:
> Ja by skazal, cto ty jesco nenastavila pravilna fail ...etc/config.pm
> Posmotry nize From: RT::CorrespondAddress.not.set
>
> On Tue, 21 Jan 2003, Ekaterina Kochetkova wrote:
>
> >   Hello!
> >
> >   Doesn't work an AutoReply answer to Requestor.
> >
> >   There is a that global scrip is in queue configuration:
> >
> >   In Configuration->Queue->Scrips (Global) we have:
> >   ...
> >   OnCreate AutoreplyToRequestors with template Autoreply
> >
> >
> >   But the RT system tries to send letter back to itself instead of
> >   requestor's address.
> >
> >   Then it detects a loop and sends an error letter to rt-admin...
> >
> >   Where can I setup it to send AutoReply to Requestor, not to a queue
> >   (rt-test-1 at xxx in this example)?
> >
> > > ----- Forwarded message from RT: ;CorrespondAddress.not.set at xxx -----
> > >
> > > Received: from <katty at xxx>
> > >   by xxx (CommuniGate Pro RULES 4.0.5/D)
> > >   with RULES id 59411044; Mon, 20 Jan 2003 16:16:32 +0300
> > > X-Mirrored-by: <katty at xxx>
> > > Received: from rt-admin at xxx
> > >   by xxx (CommuniGate Pro GROUP 4.0.5/D)
> > >   with GROUP id 59411031; Mon, 20 Jan 2003 16:16:32 +0300
> > > Reply-To: rt-admin at xxx
> > > Received: from [195.133.7.150] (HELO pt-5.xxx)
> > >   by xxx (CommuniGate Pro SMTP 4.0.5/D)
> > >   with ESMTP id 59411043 for rt-admin at xxx; Mon, 20 Jan 2003 16:16:32 +0300
> > > Received: by pt-5.xxx (Postfix, from userid 12346)
> > > 	id 994D0A00A; Mon, 20 Jan 2003 16:16:32 +0300 (WST)
> > > Content-Type: multipart/mixed; boundary="----------=_1043068592-19835-0"
> > > Content-Transfer-Encoding: binary
> > > MIME-Version: 1.0
> > > X-Mailer: MIME-tools 5.411 (Entity 5.404)
> > > From: RT::CorrespondAddress.not.set at pt-5.xxx
> > > To: rt-admin at xxx
> > > Subject: RT Bounce: [rt2.xxx #31] AutoReply: dnD*LNEA OEOCA!
> > > X-RT-Loop-Prevention: rt2.xxx
> > > Message-Id: <20030120131632.994D0A00A at pt-5.xxx>
> > > Date: Mon, 20 Jan 2003 16:16:32 +0300 (WST)
> > > Status: RO
> > > Content-Length: 2086
> > > Lines: 58
> > >
> > > [-- Attachment #1 --]
> > > [-- Type: text/plain, Encoding: binary, Size: 0,1K --]
> > > Content-Type: text/plain
> > > Content-Disposition: inline
> > > Content-Transfer-Encoding: binary
> > >
> > > RT thinks this message may be a bounce
> > >
> > > [-- Attachment #2 --]
> > > [-- Type: text/plain, Encoding: 7bit, Size: 0,6K --]
> > > Return-Path: <rt-test-1 at xxx>
> > > Delivered-To: rt-test-1 at pt-5.xxx
> > > Received: from xxx (mx.xxx [194.87.0.32]) by pt-5.xxx (Postfix) w
> > > ith ESMTP id 70537A016 for <rt-test-1 at pt-5.xxx>; Mon, 20 Jan 2003 16:16:30
> > > +0300 (WST)
> > > Received: from rt-test-1 at xxx by xxx (CommuniGate Pro GROUP 4.0.5/D) wi
> > > th GROUP id 59411034; Mon, 20 Jan 2003 16:16:30 +0300
> > > Reply-To: rt-test-1 at xxx
> > > Received: from [195.133.7.150] (HELO pt-5.xxx) by xxx (CommuniGate Pro
> > >  SMTP 4.0.5/D) with ESMTP id 59411038 for rt-test-1 at xxx; Mon, 20 Jan 2003 1
> > > 6:16:30 +0300
> > > Received: by pt-5.xxx (Postfix, from userid 12346) id 04D4BA016; Mon, 20 Ja
> > > n 2003 16:16:29 +0300 (WST)
> > > Subject: [rt2.xxx #31] AutoReply: dnD*LNEA OEOCA!
> > > From: "rt-test-1" <rt-test-1 at xxx>
> > > Reply-To: rt-test-1 at xxx
> > > In-Reply-To: <rt-31 at rt2.xxx>
> > > Message-Id: <rt-31-59.1.63563300087418 at xxx>
> > > Precedence: bulk
> > > X-RT-Loop-Prevention: rt2.xxx
> > > RT-Ticket: rt2.xxx #31
> > > Managed-BY: RT 2.0.15 (http://bestpractical.com/rt/)
> > > RT-Originator: rt-test-1 at xxx
> > > MIME-Version: 1.0
> > > Content-Type: text/plain; charset=KOI8-R
> > > To: rt-test-1 at xxx
> > > ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
> > >
> > > Date: Mon, 20 Jan 2003 16:16:29 +0300 (WST)
> > >
> > >
> > >
> > > Greetings,
> > >
> > > This message has been automatically generated in response to the
> > > creation of a trouble ticket regarding:
> > > 	"dnD*LNEA OEOCA!",
> > > a summary of which appears below.
> > >
> > > There is no need to reply to this message right now.  Your ticket has been
> > > assigned an ID of [rt2.xxx #31].
> > >
> > > Please include the string:
> > >
> > >          [rt2.xxx #31]
> > >
> > > in the subject line of all future correspondence about this issue. To do so,
> > > you may reply to this message.
> > >
> > >                         Thank you,
> > >                         rt-test-1 at xxx
> > >
> > > -------------------------------------------------------------------------
> > > aaaaaaa!
> > >
> > >
> > >
> >
> > --
> > katty
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> >
>
>
> Jan Okrouhly
> ---------------------------------------\-\-\+\-\-\---okrouhly at civ.zcu.cz---
> Laboratory for Computer Science             |    phone: +420 377 632 837
> University of West Bohemia                  | location: Univerzitni 22
> Americka 42, 306 14 Pilsen, Czech Republic  |     room: UI402
> ------------------------------------------73!-de-OK1INC at OK0PPL.#BOH.CZE.EU-
>
> --
> katty
>


Jan Okrouhly
---------------------------------------\-\-\+\-\-\---okrouhly at civ.zcu.cz---
Laboratory for Computer Science             |    phone: +420 377 632 837
University of West Bohemia                  | location: Univerzitni 22
Americka 42, 306 14 Pilsen, Czech Republic  |     room: UI402
------------------------------------------73!-de-OK1INC at OK0PPL.#BOH.CZE.EU-


-- 
katty


From Chunyen.Liu at garmin.com  Tue Jan 21 10:39:14 2003
From: Chunyen.Liu at garmin.com (Liu, Chunyen)
Date: Tue, 21 Jan 2003 09:39:14 -0600
Subject: [rt-users] ClearRestrictions()
Message-ID: <6899B5417148F34AA929F2950FEFB3FD78EAA8@dallas.garmin.com>

Someone in my company encountered something like this:
After he clicked on one of the queues, he immediately clicked on "New
Search"
within that queue but the queue restriction is stilll there.
As I looked at the code, it calls ClearRestrictions() in Tickets.pm
However, even after the cleanup, in the middle of
/WebRT/html/Search/Listing.html,
DescribeRestrictions() still returns a non-empty associate array of
restrictions.

My RT is 2.0.13 running on FreeBSD.   Has this been fixed in later releases
or is there a way I can get around this problem?

Thanks.

- C. L.





From jgedeon at qualcomm.com  Tue Jan 21 12:11:44 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Tue, 21 Jan 2003 09:11:44 -0800
Subject: [rt-users] CC from web form
Message-ID: <5.1.0.14.2.20030121090938.03789b98@mail1.qualcomm.com>

When a user creates a ticket and in that ticket cc's an internal mail list 
but doesn't include the @qualcomm.com after it the cc is never sent. Where 
does RT handle this? I need to make RT to assume @qualcomm.com like the 
rest of our mail servers do.

Any help appreciated.
John


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From colleen at darksideproductions.net  Tue Jan 21 13:26:28 2003
From: colleen at darksideproductions.net (Colleen)
Date: Tue, 21 Jan 2003 10:26:28 -0800
Subject: [rt-users] relationships and status
Message-ID: <12F63B1280D5E444930A872E98BF552DAF04D8@darkside1.darksideproductions.net>

(I think I may have posted this on the wrong list devel instead of
users)

Hi,

I've just begun investigating the intricacies of Relationships and Links
in RT.  I was wondering if one of the relationship types take into
consideration a 'cancellation'.  For example, you have ticket #1639 for
Big Request which is the parent of ticket #1640 for Small Request.  We
suddenly get a call and Big Request is cancelled (status==killed).  How
can I get Small Request to inherit this status (but only this status)?


I feel like this is somehow included already in the functionality of RT.
Am I incorrect?


Thanks as always!


--
Colleen Noonan
Software Engineer

Eros Guide
www.eros-guide.com
Oakland, CA 94607
510 208 2100 x188




From jgedeon at qualcomm.com  Tue Jan 21 14:11:34 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Tue, 21 Jan 2003 11:11:34 -0800
Subject: [rt-users] CC from web form
Message-ID: <5.1.0.14.2.20030121111101.059da008@mail1.qualcomm.com>

I found the issue there is no script for CC's to be notified upon creation 
of a ticket.
>At 09:11 AM 1/21/2003, you wrote:
>>When a user creates a ticket and in that ticket cc's an internal mail 
>>list but doesn't include the @qualcomm.com after it the cc is never sent. 
>>Where does RT handle this? I need to make RT to assume @qualcomm.com like 
>>the rest of our mail servers do.
>>
>>Any help appreciated.
>>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;"


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From mglover at chem.ufl.edu  Tue Jan 21 15:54:25 2003
From: mglover at chem.ufl.edu (Matt Glover)
Date: Tue, 21 Jan 2003 15:54:25 -0500
Subject: [rt-users] RT and RedHat 8
Message-ID: <HEECLDGJBMFNBODFBIMMKEIOCEAA.mglover@chem.ufl.edu>

Are there any known pitfalls to installing RT on a RH 8 box?  I have tried
twice with no luck.  Just wondering if there is a compatibility issue that I
missed.

Thaks!

	matt

==============================================
Matt Glover
UF Chemistry Dept IT Shop
352-392-7885
116D Leigh Hall



From russj at dimstar.net  Tue Jan 21 16:31:46 2003
From: russj at dimstar.net (Russ Johnson)
Date: Tue, 21 Jan 2003 13:31:46 -0800
Subject: [rt-users] On assign, send text of ticket to new owner
Message-ID: <5.2.0.9.0.20030121133017.00bba048@localhost>

Is there a way to do this?

What I need is when a ticket is given to a new owner, the body of the 
ticket is included in the notification email. 



From rthompson at interpublic.com  Tue Jan 21 16:40:42 2003
From: rthompson at interpublic.com (Ray Thompson)
Date: Tue, 21 Jan 2003 15:40:42 -0600
Subject: [rt-users] RT and RedHat 8
Message-ID: <H932Q100.J47@omamail1.truenorth.com>

I believe RHL 8.0 ships with Apache 2.0.
I've heard that Apache 2.0 is flaky with Perl.  Or is that PHP.  Or both.  I forget which...

 Ray

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com 
> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Matt Glover
> Sent: Tuesday, January 21, 2003 2:54 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] RT and RedHat 8
> 
> 
> Are there any known pitfalls to installing RT on a RH 8 box?  
> I have tried twice with no luck.  Just wondering if there is 
> a compatibility issue that I missed.
> 
> Thaks!
> 
> 	matt
> 
> ==============================================
> Matt Glover
> UF Chemistry Dept IT Shop
> 352-392-7885
> 116D Leigh Hall
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 swapana_ghosh at yahoo.com  Tue Jan 21 17:04:14 2003
From: swapana_ghosh at yahoo.com (Swapana Ghosh)
Date: Tue, 21 Jan 2003 14:04:14 -0800 (PST)
Subject: [rt-users] how to configure the RT web interface and RTmail server
Message-ID: <20030121220414.20894.qmail@web41302.mail.yahoo.com>

Hi 

     This is regarding the installation of RT
software. I aminstalling the RT software(latest
version) in out Cobalt Raq4server. I have configured
the web interface using Apache with mod_perl.
Using the

    <VirtualHost your.ip.address>
DocumentRoot /path/to/rt2/WebRT/html
ServerName rt.example.com
PerlModule Apache::DBI
PerlRequire /path/to/rt2/bin/webmux.pl
<Location />
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>

These lines i have mentioned in the httpd.conf file
just below the lines where my virutual host orginal
directives are there. Then i stopped the httpd server
and started again.

But i am not getting any screen effects.........When i
start to use the interface
http://domain.com/rt2/WebRT/html/ - no
html screen i am getting.. The screen getting like
text format

Here i am stucked...

Can anyone help me out where i am making the
mistakes???

Morevoer we are using sendmail. how to configure the
support mail for RT - please give me some idea. 

I have mentioned in the /etc/aliases file like as
follows:


support:        "|/usr/adm/sm.bin/rt-mailgate support"
support-comment:"|/usr/adm/sm.bin/rt-mailgate support"

where rt-mailgate i made a loft link to the original
dir of rt-mailgate. This i have done for smrsh dir.

and in the /etc/virtusertable file i made the entry as
follows:

support at domain.com  support
support-comment at domain.com  support-comment

Regards.
-Swapna

__________________________________________________
Do you Yahoo!?
Yahoo! Mail Plus - Powerful. Affordable. Sign up now.
http://mailplus.yahoo.com


From matthew at summit.net.au  Tue Jan 21 23:59:17 2003
From: matthew at summit.net.au (Matthew Jarrett)
Date: Wed, 22 Jan 2003 15:59:17 +1100
Subject: [rt-users] rt-2-0-15 install
Message-ID: <GEEKKANKIPKACFHADANLKECKEGAA.matthew@summit.net.au>

Hi,

I am currently using FreeBSD 4.7-STABLE ...

FreeBSD my.box 4.7-STABLE FreeBSD 4.7-STABLE #1

and I am tring to install rt2 from the ports collection
(/usr/ports/www/rt2).

I currently am using postgresql 7.3.1 and Apache 1.3.27

psql (PostgreSQL) 7.3.1

[Wed Jan 22 04:20:04 2003] [notice] Apache/1.3.27 (Unix) mod_fastcgi/2.2.12
mod_ssl/2.8.12 OpenSSL/0.9.6g mod_perl/1.27 PHP/4.2.3 configured -- resuming
normal operations

I am getting errors in the way that I am unable to create a new ticket via
the web page for RT.

RT via the web gives me an error that says: RT Error.

If I do a tail on my postgresql logfile I get: ERROR:  pg_atoi: zero-length
string

If I do a tail on my rt.log0 file I get:

[Wed Jan 22 04:08:19 2003] [error]: WebRT:  ()
[Wed Jan 22 04:08:37 2003] [err]: RT::Ticket=HASH(0x8e92b78) ->Create
couldn't set EffectiveId: No value sent to _Set!


[Wed Jan 22 04:08:37 2003] [error]: WebRT:  ()

I have dropped the database, dropped the user, recreated both multiple times
and deinstalled and reinstalled yet to no avail.

I have the apache httpd.conf file configured correctly, I have checked this
multiple times.

I have also run the 'make testdeps' and this gives me the all clear.

If anyone has seen this and / or may have some ideas on how to fix this,
this would be greatly appreciated.

I am going bald very quickly.

Thanks in advance,

Matthew.




From alan at okeefeconsulting.com.au  Tue Jan 21 23:51:05 2003
From: alan at okeefeconsulting.com.au (Alan O'Keefe)
Date: 22 Jan 2003 15:51:05 +1100
Subject: [rt-users] rt-2-0-15 install
In-Reply-To: <GEEKKANKIPKACFHADANLKECKEGAA.matthew@summit.net.au>
References: <GEEKKANKIPKACFHADANLKECKEGAA.matthew@summit.net.au>
Message-ID: <1043211065.16476.40.camel@tiny>

Hi Matthew

As Posted by Jesse in December:

From: Jesse Vincent <jesse at bestpractical.com>
> To: rt-announce at fsck.com
> Subject: [rt-users] [rt-announce] RT 2.0 and Postgres 7.3
> Date: 17 Dec 2002 09:38:31 -0500
> 
> At this time, RT 2.0.x is _not compatible_ with Postgres 7.3.
> 
> Postgres' developers have made several incompatible SQL sand server
> changes, requiring a number of changes to RT's core.
> 
> At this time, it is strongly recommended that sites running RT on
> Postgresql stick with v7.2
> 
> 	-j


On Wed, 2003-01-22 at 15:59, Matthew Jarrett wrote:
> Hi,
> 
> I am currently using FreeBSD 4.7-STABLE ...
> 
> FreeBSD my.box 4.7-STABLE FreeBSD 4.7-STABLE #1
> 
> and I am tring to install rt2 from the ports collection
> (/usr/ports/www/rt2).
> 
> I currently am using postgresql 7.3.1 and Apache 1.3.27
> 
> psql (PostgreSQL) 7.3.1
> 
> [Wed Jan 22 04:20:04 2003] [notice] Apache/1.3.27 (Unix) mod_fastcgi/2.2.12
> mod_ssl/2.8.12 OpenSSL/0.9.6g mod_perl/1.27 PHP/4.2.3 configured -- resuming
> normal operations
> 
> I am getting errors in the way that I am unable to create a new ticket via
> the web page for RT.
> 
> RT via the web gives me an error that says: RT Error.
> 
> If I do a tail on my postgresql logfile I get: ERROR:  pg_atoi: zero-length
> string
> 
> If I do a tail on my rt.log0 file I get:
> 
> [Wed Jan 22 04:08:19 2003] [error]: WebRT:  ()
> [Wed Jan 22 04:08:37 2003] [err]: RT::Ticket=HASH(0x8e92b78) ->Create
> couldn't set EffectiveId: No value sent to _Set!
> 
> 
> [Wed Jan 22 04:08:37 2003] [error]: WebRT:  ()
> 
> I have dropped the database, dropped the user, recreated both multiple times
> and deinstalled and reinstalled yet to no avail.
> 
> I have the apache httpd.conf file configured correctly, I have checked this
> multiple times.
> 
> I have also run the 'make testdeps' and this gives me the all clear.
> 
> If anyone has seen this and / or may have some ideas on how to fix this,
> this would be greatly appreciated.
> 
> I am going bald very quickly.
> 
> Thanks in advance,
> 
> Matthew.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 matthew at summit.net.au  Wed Jan 22 00:28:18 2003
From: matthew at summit.net.au (Matthew Jarrett)
Date: Wed, 22 Jan 2003 16:28:18 +1100
Subject: [rt-users] rt-2-0-15 install
In-Reply-To: <1043211065.16476.40.camel@tiny>
Message-ID: <GEEKKANKIPKACFHADANLIECMEGAA.matthew@summit.net.au>

Hi Alan,

Thanks for your input, very very much appreciated.

Now I'll just go and back date it to that version instead.

Thanks.

Cheers,
Matthew

-----Original Message-----
From: Alan O'Keefe [mailto:alan at okeefeconsulting.com.au]
Sent: Wednesday, 22 January 2003 3:51 PM
To: Matthew Jarrett
Cc: Rt-Users
Subject: Re: [rt-users] rt-2-0-15 install


Hi Matthew

As Posted by Jesse in December:

From: Jesse Vincent <jesse at bestpractical.com>
> To: rt-announce at fsck.com
> Subject: [rt-users] [rt-announce] RT 2.0 and Postgres 7.3
> Date: 17 Dec 2002 09:38:31 -0500
>
> At this time, RT 2.0.x is _not compatible_ with Postgres 7.3.
>
> Postgres' developers have made several incompatible SQL sand server
> changes, requiring a number of changes to RT's core.
>
> At this time, it is strongly recommended that sites running RT on
> Postgresql stick with v7.2
>
> 	-j


On Wed, 2003-01-22 at 15:59, Matthew Jarrett wrote:
> Hi,
>
> I am currently using FreeBSD 4.7-STABLE ...
>
> FreeBSD my.box 4.7-STABLE FreeBSD 4.7-STABLE #1
>
> and I am tring to install rt2 from the ports collection
> (/usr/ports/www/rt2).
>
> I currently am using postgresql 7.3.1 and Apache 1.3.27
>
> psql (PostgreSQL) 7.3.1
>
> [Wed Jan 22 04:20:04 2003] [notice] Apache/1.3.27 (Unix)
mod_fastcgi/2.2.12
> mod_ssl/2.8.12 OpenSSL/0.9.6g mod_perl/1.27 PHP/4.2.3 configured --
resuming
> normal operations
>
> I am getting errors in the way that I am unable to create a new ticket via
> the web page for RT.
>
> RT via the web gives me an error that says: RT Error.
>
> If I do a tail on my postgresql logfile I get: ERROR:  pg_atoi:
zero-length
> string
>
> If I do a tail on my rt.log0 file I get:
>
> [Wed Jan 22 04:08:19 2003] [error]: WebRT:  ()
> [Wed Jan 22 04:08:37 2003] [err]: RT::Ticket=HASH(0x8e92b78) ->Create
> couldn't set EffectiveId: No value sent to _Set!
>
>
> [Wed Jan 22 04:08:37 2003] [error]: WebRT:  ()
>
> I have dropped the database, dropped the user, recreated both multiple
times
> and deinstalled and reinstalled yet to no avail.
>
> I have the apache httpd.conf file configured correctly, I have checked
this
> multiple times.
>
> I have also run the 'make testdeps' and this gives me the all clear.
>
> If anyone has seen this and / or may have some ideas on how to fix this,
> this would be greatly appreciated.
>
> I am going bald very quickly.
>
> Thanks in advance,
>
> Matthew.
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 mark.a.swayne at xo.com  Wed Jan 22 02:26:43 2003
From: mark.a.swayne at xo.com (Swayne, Mark A)
Date: Wed, 22 Jan 2003 01:26:43 -0600
Subject: [rt-users] RT Possibilites?
Message-ID: <07CB76E4DED40047AC6E15F00D3367DB171FF9@utsaltex801.internal.nextlink.net>

There are a number of ways to do this.  The one that requires the least
messing about (as far as I can tell) would be to subclass Mason's resolver.
The resolver is the object that takes a component path and finds the
component, among other things.  

See http://masonbook.com/book/chapter-12.mhtml#TOC-ANCHOR-4 for more info.

The idea would be to have the resolver determine if the component exists in
a Queue specific directory.  If there is a special Queue version, return
that component.  If there isn't, return the normal component.  The big
question is, "How does the resolver know what queue the request is for?"  I
think the resolver is initialized once and reused for multiple requests (in
a mod_perl environment).  So you'll need to check the Request object
($HTML::Mason::Commands::m) to get the queue to look for.  You'll 
You'll need to update the RT::Web::Interface module to use your new
resolver.

The 1.1x versions of Mason are written with subclassing in mind, so it
shouldn't be too hairy.

The other options I could think of required making changes to every file in
the RT web interface.  This seemed like a bad idea.

I thought a bit about using multiple component roots.  This is how the local
component directory is set up.  The problem is that each component root is
checked in the order it is listed, and there doesn't seem to be a way for a
component to decline to handle the request and force further searching of
the component root list.

Good luck.

--Mark

-----Original Message-----
From: John Gedeon [mailto:jgedeon at qualcomm.com]
Sent: Friday, January 17, 2003 4:56 PM
To: rt-users at fsck.com
Subject: Re: [rt-users] RT Possibilites?


Would it be possible to have the directory structure like such

WebRT/html/
    Default/
         Ticket/
         User/ ....
    Queue1/
         include only files I changed
    Queue2/
         include only files I changed

and have html_mason look at for the file in the queue's directory and if 
not found use the one in the Default?
I would want this to also work for the .html files (IE so i could rearrage 
the forms or change some of the form names on the outside, like owner to 
assigned to)
But I would want html mason to hide the Default or Queue1 part of the url 
from everything else.

so a link like http://www.example.com/Ticket/History.html?id=42
would take them to the queue specific view of that ticket which would have 
the files in
WebRT/html/Queue2/Ticket/History.html

Is that possible?

John


At 02:01 PM 1/17/2003, Bruce Campbell wrote:
>On Fri, 17 Jan 2003, John Gedeon wrote:
>
> > I have a request for a queue with the look of rt a little different.
Thing
> > is only people using that queue want the change. Is there a way to make
> > different mason files show up for specific queues? Has this been done?
>
>Interesting.  It certainly can be done.
>
>What you want to be doing is to have your collection of files for Queue
>'foo'.  For simplicity, give them the extension '.foo'.
>
>Then, you can change your main pages to include files based on the queue
>name, eg:
>
>         <& /Elements/TitleBoxEnd.$queuename &>
>
>( This is a quick example, and I'm skipping over a lot of stuff, such as
>   how you're setting $queuename etc ).
>
>If you wanted to be more tricky, you could have your magic include file,
>like:
>
>         <& /Elements/DefInclude, queue => $queuename, include =>
>           '/Elements/TitleBoxEnd &>
>
>Where /Elements/DefInclude looked for the requested_file.$queuename, or
>the requested_file in the former's absence.
>
> > Main point is how complex is it to have it done?
>
>Its not that complex, it would just be annoying to set this up (in
>changing all the files that did includes in the appropriate manner).
>
>--
>                              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


--
<>< 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
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From hwagener at hamburg.fcb.com  Wed Jan 22 03:31:43 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 22 Jan 2003 09:31:43 +0100
Subject: [rt-users] RT and RedHat 8
In-Reply-To: <H932Q100.J47@omamail1.truenorth.com>
Message-ID: <EFAE8454-2DE3-11D7-81C9-003065DC18B8@hamburg.fcb.com>

Am Dienstag, 21.01.03 um 22:40 Uhr schrieb Ray Thompson:
>
>>
>> Are there any known pitfalls to installing RT on a RH 8 box?
>> I have tried twice with no luck.  Just wondering if there is
>> a compatibility issue that I missed.
>>
>> Thaks!
>>
>> 	matt
>>
> I believe RHL 8.0 ships with Apache 2.0.
> I've heard that Apache 2.0 is flaky with Perl.  Or is that PHP.  Or 
> both.  I forget which...

RH8's mod_perl is an experimental release, which is not known to be 
stable at all times. You could ry driving RT via fastcgi.

Regards,
     Harald

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



From hwagener at hamburg.fcb.com  Wed Jan 22 03:33:00 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 22 Jan 2003 09:33:00 +0100
Subject: [rt-users] On assign, send text of ticket to new owner
In-Reply-To: <5.2.0.9.0.20030121133017.00bba048@localhost>
Message-ID: <1DDC7F80-2DE4-11D7-81C9-003065DC18B8@hamburg.fcb.com>

Am Dienstag, 21.01.03 um 22:31 Uhr schrieb Russ Johnson:

> Is there a way to do this?
>
> What I need is when a ticket is given to a new owner, the body of the 
> ticket is included in the notification email.

There is an OnOwnerChange scrip condition in the contrib files, and 
displaying the full history of a ticket has been discussed on the list 
recently. You should find it when checking the archive.

Regards,
     Harald

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



From ian.gilmour at ffei.co.uk  Wed Jan 22 04:52:55 2003
From: ian.gilmour at ffei.co.uk (Ian Gilmour)
Date: Wed, 22 Jan 2003 09:52:55 -0000
Subject: [rt-users] RT and RedHat 8
Message-ID: <334D05460466D311A5E8009027AC788603880995@hhmail1.hh.ffei.co.uk>

On a similar thread....

I'm currently still running with good ol' RT 1.0.7.

I'm going to be attempting to install RT2.xx.xx (whatever the latest version
is in 4-6 weeks time) on a Linux box in the near future. 

I don't really care which version of Linux I use providing it's a reasonably
recent one. But I'd like to know the installation is going to work before I
start. 

I've got experience with Mandrake and easy access to Redhat CD's.

So,
  . what version of RT are people using?

  . and on what version of Linux?

  . and (if known) what specific hoops did you 
    have to jump through to get it to install on your 
    version of Linux?

Presumably this could make a useful addition to the installation notes,
which when discussing specifics, just seem to talk you through installing on
Debian (unknown version, or maybe I just missed it), Redhat7.2, and Solaris
8?


cheers,



Ian




> -----Original Message-----
> From: Harald Wagener [mailto:hwagener at hamburg.fcb.com]
> Sent: Wednesday, January 22, 2003 8:32 AM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] RT and RedHat 8
> 
> 
> 
> Am Dienstag, 21.01.03 um 22:40 Uhr schrieb Ray Thompson:
> >
> >>
> >> Are there any known pitfalls to installing RT on a RH 8 box?
> >> I have tried twice with no luck.  Just wondering if there is
> >> a compatibility issue that I missed.
> >>
> >> Thaks!
> >>
> >> 	matt
> >>
> > I believe RHL 8.0 ships with Apache 2.0.
> > I've heard that Apache 2.0 is flaky with Perl.  Or is that PHP.  Or 
> > both.  I forget which...
> 
> RH8's mod_perl is an experimental release, which is not known to be 
> stable at all times. You could ry driving RT via fastcgi.
> 
> Regards,
>      Harald
> 
> -- 
> Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 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 binand at gmx.net  Wed Jan 22 05:14:34 2003
From: binand at gmx.net (Binand Raj S.)
Date: Wed, 22 Jan 2003 15:44:34 +0530
Subject: [rt-users] RT and RedHat 8
In-Reply-To: <334D05460466D311A5E8009027AC788603880995@hhmail1.hh.ffei.co.uk>
References: <334D05460466D311A5E8009027AC788603880995@hhmail1.hh.ffei.co.uk>
Message-ID: <20030122101434.GA5091@binand.cysphere.com>

On Wed, Jan 22, 2003 at 09:52:55AM -0000, Ian Gilmour wrote:
> I don't really care which version of Linux I use providing it's a reasonably
> recent one. But I'd like to know the installation is going to work before I
> start. 
> 
> I've got experience with Mandrake and easy access to Redhat CD's.
> 
> So,
>   . what version of RT are people using?

I am running 2.0.15 here.

>   . and on what version of Linux?

RedHat 7.3 + All updates. Apache is 1.3.27. mod_fastcgi 2.2.12. perl-5.6.1-34.99.6.
RHDB 2.1 (which is essentially postgresql 7.2.3).

>   . and (if known) what specific hoops did you 
>     have to jump through to get it to install on your 
>     version of Linux?

The RT dependency tree - no question about it :) Some of them are
available as RPMs in RedHat 7.3, but some are not. Unfortunately,
I didn't save the order in which I installed them. All are available
from CPAN, but somehow the CPAN shell never works for me.

Installed from Sources:

ApacheDBI-0.88
Apache-Session-1.54
Attribute-Handlers-0.77
Cache-Cache-1.01
CGI.pm-2.81
Class-Data-Inheritable-0.02
DBIx-DataSource-0.02
DBIx-SearchBuilder-0.60
Devel-StackTrace-0.9
Digest-SHA1-2.01
Error-0.15
Exception-Class-1.01
FCGI-0.65
File-Spec-0.82
File-Temp-0.12
FreezeThaw-0.41
Getopt-Long-2.31
HTML-Mason-1.02
IPC-ShareLite-0.08
libapreq-1.0
Log-Dispatch-2.00
MIME-tools-5.411a
MLDBM-2.00
Params-Validate-0.16
Storable-2.06
Text-Template-1.43
Text-Wrapper-1.000
Tie-IxHash-1.21

Installed from RPMs (RedHat CD):

gcc-2.96-110.i386.rpm
binutils-2.11.93.0.2-11.i386.rpm
cpp-2.96-110.i386.rpm
glibc-devel-2.2.5-42.i386.rpm
glibc-kernheaders-2.4-7.16.i386.rpm
perl-libnet-1.0703-6.noarch.rpm
apache-devel-1.3.20-16.i386.rpm
perl-IO-stringy-1.220-1.i386.rpm
perl-MailTools-1.15-4.i386.rpm

Binand



From mglover at chem.ufl.edu  Wed Jan 22 08:51:58 2003
From: mglover at chem.ufl.edu (Matt Glover)
Date: Wed, 22 Jan 2003 08:51:58 -0500
Subject: [rt-users] RT and RedHat 8
In-Reply-To: <EFAE8454-2DE3-11D7-81C9-003065DC18B8@hamburg.fcb.com>
Message-ID: <HEECLDGJBMFNBODFBIMMOEJGCEAA.mglover@chem.ufl.edu>

~> -----Original Message-----
~> From: rt-users-admin at lists.fsck.com
~> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Harald Wagener
~> Sent: Wednesday, January 22, 2003 3:32 AM
~> To: rt-users at lists.fsck.com
~> Subject: Re: [rt-users] RT and RedHat 8
~>
~>
~>
~> Am Dienstag, 21.01.03 um 22:40 Uhr schrieb Ray Thompson:
~> >
~> >>
~> >> Are there any known pitfalls to installing RT on a RH 8 box?
~> >> I have tried twice with no luck.  Just wondering if there is
~> >> a compatibility issue that I missed.
~> >>
~> >> Thaks!
~> >>
~> >> 	matt
~> >>
~> > I believe RHL 8.0 ships with Apache 2.0.
~> > I've heard that Apache 2.0 is flaky with Perl.  Or is that PHP.  Or
~> > both.  I forget which...
~>
~> RH8's mod_perl is an experimental release, which is not known to be
~> stable at all times. You could ry driving RT via fastcgi.

Thanks for all the replies.  I read in another post that someone was able to
set it up with a pretty standard RH 7.2 install so I'm going to try that
first.

	matt



From charon at cyc.com  Wed Jan 22 11:39:26 2003
From: charon at cyc.com (Charles Smith)
Date: Wed, 22 Jan 2003 10:39:26 -0600
Subject: [rt-users] FastCGI/Mason: "could not find component for initial path..."
Message-ID: <01aa01c2c234$d3e98660$4308cfcf@cyc.com>

Figured I should try this list instead.
I've held my breath for quite some time going though these list archives,
but I am now stuck. I have new versions of everything (RT, Mason,
FastCGI/mod_fastcgi, Perl, MySQL, Apache [not 2]). Running SuSE 8.1.

I have a problem described earlier, but the fix posted did not help me. It
is:
 could not find component for initial path '/opt/rt2/WebRT/html/index.html'

 Stack:
   [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166]
   [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:216]
   [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:279]
   [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:228]
   [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:222]
   [/opt/rt2/bin/mason_handler.fcgi:208]

I, however, also get this error in the error_log:
[error] [client 207.207.8.67] FastCGI: server
"/opt/rt2/bin/mason_handler.fcgi" stderr: Your component path
(/opt/rt2/WebRT/html/index.html) matches a real  file on disk
(/opt/rt2/WebRT/html/index.html).  Have you read about the component root in
the Administrator's Manual (HTML::Mason::Admin)? at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Resolver/File.pm line 91, <GEN40>
line 28.

And yes, I have read it. That doesn't mean I completely understood it,
however :)

Anyway, here is my config:

From jesse at bestpractical.com  Wed Jan 22 12:04:34 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 22 Jan 2003 12:04:34 -0500
Subject: [rt-users] FastCGI/Mason: "could not find component for initial path..."
In-Reply-To: <01aa01c2c234$d3e98660$4308cfcf@cyc.com>
References: <01aa01c2c234$d3e98660$4308cfcf@cyc.com>
Message-ID: <20030122170434.GI12365@pallas.fsck.com>


> I have a problem described earlier, but the fix posted did not help me. It
> is:
>  could not find component for initial path '/opt/rt2/WebRT/html/index.html'

So, when I go to a page I know to be undefined "/Foo", I get the message
 could not find component for initial path '/Foo.html'  Is it perhaps
 the case that you're typing http://host/opt/rt2/WebRT/html/index.html
 into you browser, rather than http://host/ ?


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


From charon at cyc.com  Wed Jan 22 12:11:30 2003
From: charon at cyc.com (Charles Smith)
Date: Wed, 22 Jan 2003 11:11:30 -0600
Subject: [rt-users] FastCGI/Mason: "could not find component for initial path..."
References: <01aa01c2c234$d3e98660$4308cfcf@cyc.com> <20030122170434.GI12365@pallas.fsck.com>
Message-ID: <01d101c2c239$4e64aba0$4308cfcf@cyc.com>

No, I'm actually going to ~http://rt.foo.com
The login page comes up and I can log in as root, but whenever I go to any
of the subpages, such as home, configuration, search, etc. then that message
comes up, as either index.html, prefs.html, or whatever.

Do I have the MasonComponentRoots set incorrectly?

Thanks,
-Charles

> So, when I go to a page I know to be undefined "/Foo", I get the message
>  could not find component for initial path '/Foo.html'  Is it perhaps
>  the case that you're typing http://host/opt/rt2/WebRT/html/index.html
>  into you browser, rather than http://host/ ?





From mrz at intelenet.net  Wed Jan 22 12:48:59 2003
From: mrz at intelenet.net (matthew zeier)
Date: Wed, 22 Jan 2003 09:48:59 -0800
Subject: [rt-users] postgres status, mysql -> postgres migration
Message-ID: <003d01c2c23e$8af024f0$6d180a0a@MRZTP>

I haven't paid attention to RT's production status with Postgres 7.3 - any
feedback?

I'm also looking for any notes on migrating a RT installation on mysql to
postgres.

Thanks.


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



From jesse at bestpractical.com  Wed Jan 22 13:19:30 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 22 Jan 2003 13:19:30 -0500
Subject: [rt-users] FastCGI/Mason: "could not find component for initial path..."
In-Reply-To: <01d101c2c239$4e64aba0$4308cfcf@cyc.com>
References: <01aa01c2c234$d3e98660$4308cfcf@cyc.com> <20030122170434.GI12365@pallas.fsck.com> <01d101c2c239$4e64aba0$4308cfcf@cyc.com>
Message-ID: <20030122181930.GL12365@pallas.fsck.com>



On Wed, Jan 22, 2003 at 11:11:30AM -0600, Charles Smith wrote:
> No, I'm actually going to ~http://rt.foo.com
> The login page comes up and I can log in as root, but whenever I go to any
> of the subpages, such as home, configuration, search, etc. then that message
> comes up, as either index.html, prefs.html, or whatever.

what's the full path that it's pointing you to for "Prefs.html"?

> 
> Do I have the MasonComponentRoots set incorrectly?
> 
> Thanks,
> -Charles
> 
> > So, when I go to a page I know to be undefined "/Foo", I get the message
> >  could not find component for initial path '/Foo.html'  Is it perhaps
> >  the case that you're typing http://host/opt/rt2/WebRT/html/index.html
> >  into you browser, rather than http://host/ ?
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

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


From charon at cyc.com  Wed Jan 22 19:26:56 2003
From: charon at cyc.com (Charles Smith)
Date: Wed, 22 Jan 2003 18:26:56 -0600
Subject: [rt-users] FastCGI/Mason: "could not find component for initial path..."
References: <01aa01c2c234$d3e98660$4308cfcf@cyc.com> <20030122170434.GI12365@pallas.fsck.com> <01d101c2c239$4e64aba0$4308cfcf@cyc.com> <20030122181930.GL12365@pallas.fsck.com>
Message-ID: <00b901c2c276$233858e0$4308cfcf@cyc.com>

> what's the full path that it's pointing you to for "Prefs.html"?

http://rt.cyc.com/opt/rt2/WebRT/html/User/Prefs.html

It does that with all links. I understand that since rt.cyc.com resolves to
the path aready, it is doubling the paths (so essentially it is looking for
/opt/rt2/WebRT/html/opt/rt2/WebRT/html/User/Prefs.html). So I guess it's a
matter of understanding which path variables are absolute and which are
relative. If I type in all the correct links manually, it works fine.

I'm not sure if this explains the odd error_log message about Mason though.

Thanks,
-Charles





From russj at dimstar.net  Wed Jan 22 13:53:31 2003
From: russj at dimstar.net (Russ Johnson)
Date: Wed, 22 Jan 2003 10:53:31 -0800
Subject: [rt-users] On assign, send text of ticket to new owner
In-Reply-To: <1DDC7F80-2DE4-11D7-81C9-003065DC18B8@hamburg.fcb.com>
References: <5.2.0.9.0.20030121133017.00bba048@localhost>
Message-ID: <5.2.0.9.0.20030122104920.01899bd8@localhost>

At 09:33 AM 1/22/2003 +0100, Harald Wagener wrote:

>Am Dienstag, 21.01.03 um 22:31 Uhr schrieb Russ Johnson:
>
>>Is there a way to do this?
>>
>>What I need is when a ticket is given to a new owner, the body of the 
>>ticket is included in the notification email.
>
>There is an OnOwnerChange scrip condition in the contrib files, and 
>displaying the full history of a ticket has been discussed on the list 
>recently. You should find it when checking the archive.

Thanks for your help.

I already have the OnOwnerChange installed.

I found what I think you were referring to for a template. However, the 
rendering of the archive leaves a lot to be desired. Here's what I see:


=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=
=3D=3D=3DFULL TICKET HISTORY=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=
=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D

{my $transactions =3D $Ticket->Transactions;
while (my $trans =3D $transactions->Next) {
         $OUT .=3D $trans->CreatedObj->AsString . ": " .
                         $trans->Description;
         if ($trans->TimeTaken) {
                 $OUT .=3D       " (".$trans->TimeTaken." min)";
         }
         $OUT .=3D "\n";
         if ($trans->Content) {
                 $OUT .=3D $trans->Content . "\n";
         }
         $OUT .=3D ('-'x78)."\n";
}

1;
}

I'm assuming that those =3D's are supposed to be something else. 
Unfortunately, I couldn't tell you what they are. Anyone who knows, please 
let me know.

Thanks!

Russ Johnson 



From darren at boston.com  Wed Jan 22 14:01:58 2003
From: darren at boston.com (darren chamberlain)
Date: Wed, 22 Jan 2003 14:01:58 -0500
Subject: [rt-users] On assign, send text of ticket to new owner
In-Reply-To: <5.2.0.9.0.20030122104920.01899bd8@localhost>
References: <5.2.0.9.0.20030121133017.00bba048@localhost> <5.2.0.9.0.20030122104920.01899bd8@localhost>
Message-ID: <20030122-70396b5c1de5fc81a98da81b36709f94@mail.boston.com>

* Russ Johnson <russj at dimstar.net> [2003-01-22 13:55]:
> I found what I think you were referring to for a template. However,
> the rendering of the archive leaves a lot to be desired. Here's what I
> see:

All those =3D's should be =; a little global search and replace should fix
that for you.

> I'm assuming that those =3D's are supposed to be something else.
> Unfortunately, I couldn't tell you what they are. Anyone who knows,
> please let me know.

I think that's quoted-printable encoding, which is pretty common for
mailers.

(darren)

-- 
All is fear in love and war.


From bpinksto at centenary.edu  Wed Jan 22 14:36:12 2003
From: bpinksto at centenary.edu (Brad Pinkston)
Date: Wed, 22 Jan 2003 13:36:12 -0600
Subject: [rt-users] Additional database fields
Message-ID: <005f01c2c24d$852a56d0$8d5ac4cc@gents.centenary.edu>

Has anyone experimented with adding extra fields to the rt database?  I
have a user requesting that a location field be added to our work request
system.  Currently the location is just written into the history/comments
of the ticket.  If anyone has had any experience with this or would like to
help me tackle it, I would greatly appreciate it.

Brad Pinkston
Centenary College of LA
Firewall/Network Administrator
IT Department
(318) 869-5003
bpinksto at centenary.edu



From les at futuresource.com  Wed Jan 22 14:49:03 2003
From: les at futuresource.com (Les Mikesell)
Date: Wed, 22 Jan 2003 13:49:03 -0600
Subject: [rt-users] per-queue autoreply?
Message-ID: <CJELIEBEFNCJAOMOOMNNGECGCKAA.les@futuresource.com>

I'm using email aliases to direct different addresses to
different queues and would like a few to have custom
autoreply messages.  Is there a better way to accomplish
this than deleting the global scrip that sends the
autoreply and adding it back into each queue so I can
control the template?  (I.e. is there any way to leave
the global setting but override it in some of the queues?).

--
  Les Mikesell
   les at futuresource.com



From jesse at bestpractical.com  Wed Jan 22 14:47:51 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 22 Jan 2003 14:47:51 -0500
Subject: [rt-users] FastCGI/Mason: "could not find component for initial path..."
In-Reply-To: <00b901c2c276$233858e0$4308cfcf@cyc.com>
References: <01aa01c2c234$d3e98660$4308cfcf@cyc.com> <20030122170434.GI12365@pallas.fsck.com> <01d101c2c239$4e64aba0$4308cfcf@cyc.com> <20030122181930.GL12365@pallas.fsck.com> <00b901c2c276$233858e0$4308cfcf@cyc.com>
Message-ID: <20030122194751.GW12365@pallas.fsck.com>

Well, you didn't paste in your "WebPath" "WebBaseURL" and "WebURL"
variables, but I bet you have one of those set to include the filessytem
path


On Wed, Jan 22, 2003 at 06:26:56PM -0600, Charles Smith wrote:
> > what's the full path that it's pointing you to for "Prefs.html"?
> 
> http://rt.cyc.com/opt/rt2/WebRT/html/User/Prefs.html
> 
> It does that with all links. I understand that since rt.cyc.com resolves to
> the path aready, it is doubling the paths (so essentially it is looking for
> /opt/rt2/WebRT/html/opt/rt2/WebRT/html/User/Prefs.html). So I guess it's a
> matter of understanding which path variables are absolute and which are
> relative. If I type in all the correct links manually, it works fine.
> 
> I'm not sure if this explains the odd error_log message about Mason though.
> 
> Thanks,
> -Charles
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 tony at ics.com  Wed Jan 22 15:11:30 2003
From: tony at ics.com (Tony Aiuto)
Date: Wed, 22 Jan 2003 15:11:30 -0500
Subject: [rt-users] Additional database fields
Message-ID: <200301222011.PAA12251@frito>

>Has anyone experimented with adding extra fields to the rt database?
>I have a user requesting that a location field be added to our work request
>system.  ...  If anyone has had any experience with this or would like to
>help me tackle it, I would greatly appreciate it.

Yes.  It's not too difficult if it's just a simple text field.

I added a 'Department' to my Users table so that I could make
the home page appear differently for people in different departments
within our company.

Here it is in a nutshell. YMMV

Add the column

	ALTER TABLE Users Add Department  varchar(16);

User.pm
	Add the column to the %Cols block in _Accessible

		# {{{ ICS additions
		Department => 'public/read/write',
		# }}}

CurrentUser.pm
	same kind of thing


Pick a page where I can edit it (WebRT/html/Admin/Users/Modify.html
in this case)

	  Unix login: <input name="Gecos" value="<%$UserObj->Gecos%>">
	  <BR>
	+ Department: <input name="Department" value="<%$UserObj->Department%>">
	+ <BR>
	  Extra info: <textarea name="FreeformContactInfo" cols=20 rows=5>...
	  <& /Elements/TitleBoxEnd &>


Good luck.

-Tony Aiuto


From bpinksto at centenary.edu  Wed Jan 22 15:12:51 2003
From: bpinksto at centenary.edu (Brad Pinkston)
Date: Wed, 22 Jan 2003 14:12:51 -0600
Subject: [rt-users] Regarding: Assign Tab and New Tickets Window
Message-ID: <007901c2c252$a41dd300$8d5ac4cc@gents.centenary.edu>

Would everyone interested in this please respond again.  My email went
haywire and I lost everyone's emails requesting the files.
Thanks,

Brad Pinkston
Centenary College of LA
Firewall/Network Administrator
IT Department
(318) 869-5003
bpinksto at centenary.edu

On Wed, Jan 15, 2003 at 09:10:16AM -0600, Brad Pinkston wrote:
> I have added to our system.  If anyone is interested in these mods just
> email me.  They're simple, but helped us a lot.
>
> 1) I replaced the "Tickets I Requested..." window on the home screen with
a
> window that shows all the tickets with status new.  If a ticket comes in
> that we know will be assigned to us before it gets assigned we can grab
it.
> Also we can help other users when they get busy and can't get to their
> tickets.
>
> 2) I also added a new tab next to People and Links on the ticket page
that
> looks like the people assignment tab, but just assigns owner.  It makes
it
> easier and more straight forward for a supervisor to assign a ticket.
>
> These are simple mod, but I thought someone just starting out might
> appreciate them.
>
> Brad Pinkston
> Centenary College of LA
> Firewall/Network Administrator
> IT Department
> (318) 869-5003
> bpinksto at centenary.edu
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/



From mark at summersault.com  Wed Jan 22 15:39:08 2003
From: mark at summersault.com (Mark Stosberg)
Date: Wed, 22 Jan 2003 15:39:08 -0500 (EST)
Subject: [rt-users] support with folks with phone #s but not e-mail
Message-ID: <Pine.BSF.4.51.0301221521440.89924@nollie.summersault.com>

Hello,

I'm evaluating deploying RT in an organization where most of the
requests come in by phone, and people sometime wish to remain anonymous.
(People are complaining because their neighbors weeds are too tall).

Have other people used RT like this? There are few changes from the
default install of RT that are needed to make this really easy:

 - In the model of "everybody is a user", for people that identify
   themselves, operators can be trained to create or search for a user,
   and /then/ create a ticket. I see that phone number and address
   support is already present in the user records. That's good.

 - In the "Create a new Ticket" screen, user ids as well as
   e-mails need to be accepted in the "Requestors" box. I just tried
   this, and found what appeared to be a bug in RT 2.0.15: It silently
   ignored my input and set the Requestor field to "none".

 - On the search page, it would be great to be able to search by
   phone number and or address.

Has anyone customized RT to be able to search by phone number or
address??

   Mark

http://mark.stosberg.com/


From map at eecs.berkeley.edu  Wed Jan 22 16:52:11 2003
From: map at eecs.berkeley.edu (Mike Patterson)
Date: Wed, 22 Jan 2003 13:52:11 -0800
Subject: [rt-users] (Netscape 4.x) replying to correspondence is blank
References: <20021009154001.29003.57646.Mailman@pallas.eruditorum.org>
Message-ID: <3E2F128B.9090406@eecs.berkeley.edu>

2 Questions.

Question 1:
Many of our clients use Netscape 4.7x on Windows and some on Solaris 7/8
to correspond with our RT queue.

We've noticed odd behavior when a client replies to messages sent by RT 
using Netscape 4.7x/4.8x Windows/Solaris.  The message appears blank 
rather than quoting the original message in the reply.

(scrips: "OnCreate AutoReply with template autoreply" or "OnCorrespond 
NotifyAllWatchers with template Correspondence". server: RT 2.0.15 on 
FreeBSD)

Other clients we've tried (Mozilla 1.x, Netscape 7.x, Pine, and 
Outlook2000) do not exhibit this behavior.

Can anyone else replicate this?  Any work arounds (other than asking all 
of our clients to upgrade their email client)?

Question 2:
How do I make the person who is CC'd on the orignal requestors email 
get correspondence on the ticket (e.g. they automatically assume a 
requestor/watcher status throughout the life of the ticket).  I'm sure 
this has been asked before but no luck finding in RT/FM or searching 
this list.

Thanks,
Mike



From bthauvin at clearchannel.fr  Wed Jan 22 17:01:13 2003
From: bthauvin at clearchannel.fr (THAUVIN Blaise (Dir. Informatique FRP))
Date: Wed, 22 Jan 2003 23:01:13 +0100
Subject: [rt-users] Safely removing all 'DEAD' tickets
Message-ID: <870E25EC362DD6118A7400306E1260E2010D493C@33par_exchange.dauphin-affichage.com>

Hi Dave,
 
I think I have found one case where the script can corrupt the database. I
used it before trying to upgrade a database from RT2 to RT3 and it made the
import fail.
 
I had ticket A in my database marked as depending on ticket B. This appears
in table "links"
 
Ticket B is now marked as "solved"
Ticket A has been deleted. I guess it was marked as "DEAD"
 
The inconsistency is in the "links" database. The link between tickets A and
B is not removed. It probably shouldn't anyway. It now points to a non
existing ticket A.
 
In this situation, it would probably be better not to delete ticket A.
 
In a functionning RT2 database, this inconsistency does not seem to have any
negative effects. Only one ticket was involved in my system.
 
Blaise
 
 
---------------------------------------------------------------- 
> See below.  This script was based on Steve Poirier's 'cleanup' script, but

> has been modified to kill what I am calling 'Crazy' tickets -- ones that 
> for whatever reason have gotten >200 transactions associated with them 
> (this would never happen naturally in our environment, YMMV).  
> 
> Also kills 'dead' tickets as well as optimizes all the tables. I run this 
> twice a day.
> 
> Dave


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From pdh at snapgear.com  Wed Jan 22 17:50:09 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 23 Jan 2003 08:50:09 +1000
Subject: Watcher assignment bug - was Re: [rt-users] support with folks with phone #s but not e-mail
In-Reply-To: <Pine.BSF.4.51.0301221521440.89924@nollie.summersault.com>
References: <Pine.BSF.4.51.0301221521440.89924@nollie.summersault.com>
Message-ID: <20030122225009.GF469@luggage.internal.moreton.com.au>

Mark Stosberg wrote:
>  - In the "Create a new Ticket" screen, user ids as well as
>    e-mails need to be accepted in the "Requestors" box. I just tried
>    this, and found what appeared to be a bug in RT 2.0.15: It silently
>    ignored my input and set the Requestor field to "none".

Yes, that looks like a bug.
RT::Ticket::Create() is documented as taking "A reference to a list of
RT::User objects, email addresses or RT user Names", but it really
seems to take "RT::User objects, email addresses or RT user IDs."

Try the attached patch to make it take any of the above. :-)
-- 
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: lib/RT/Ticket.pm
===================================================================
RCS file: /cvs/local/rt/lib/RT/Ticket.pm,v
retrieving revision 1.5
retrieving revision 1.5.2.2
diff -u -r1.5 -r1.5.2.2
--- lib/RT/Ticket.pm	15 Jul 2002 01:30:27 -0000	1.5
+++ lib/RT/Ticket.pm	22 Jan 2003 22:48:18 -0000	1.5.2.2
@@ -703,12 +703,21 @@
 	    $args{'Owner'} = $args{'Person'};
 	}
 	#if it's an email address, shove it in Email
-       else {
-	   $args{'Email'} = $args{'Person'};
-       }	
+	elsif ($args{'Person'} =~ /@/) {
+	    $args{'Email'} = $args{'Person'};
+	}
+	#else, try to load by username
+	else {
+	         my $watcher = new RT::User($self->CurrentUser);
+	         $watcher->Load($args{'Person'});
+	         if ($watcher->Id) {
+	                 $args{'Owner'} = $watcher->Id;
+	         }
+	 }
+        
     }	
 
-    # Turn an email address int a watcher if we possibly can.
+    # Turn an email address into a watcher if we possibly can.
     if ($args{'Email'}) {
 	my $watcher = new RT::User($self->CurrentUser);
 	$watcher->LoadByEmail($args{'Email'});

From jesse at bestpractical.com  Wed Jan 22 17:55:29 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 22 Jan 2003 17:55:29 -0500
Subject: [rt-users] Safely removing all 'DEAD' tickets
In-Reply-To: <870E25EC362DD6118A7400306E1260E2010D493C@33par_exchange.dauphin-affichage.com>
References: <870E25EC362DD6118A7400306E1260E2010D493C@33par_exchange.dauphin-affichage.com>
Message-ID: <20030122225529.GY12365@pallas.fsck.com>





On Wed, Jan 22, 2003 at 11:01:13PM +0100, THAUVIN Blaise (Dir. Informatique FRP) wrote:
> Hi Dave,
>  
> I think I have found one case where the script can corrupt the database. I
> used it before trying to upgrade a database from RT2 to RT3 and it made the
> import fail.
  
For the record, I consider this to be a bug in my code for RT3 as well
as the dead ticket deletion script ;) RT 2.1.62 should fix it.
-- 
?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at snapgear.com  Wed Jan 22 18:02:51 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 23 Jan 2003 09:02:51 +1000
Subject: [fsck.com #1988] Re: Watcher assignment bug - was Re: [rt-users] support with folks with phone #s but not e-mail
In-Reply-To: <20030122225009.GF469@luggage.internal.moreton.com.au>
References: <Pine.BSF.4.51.0301221521440.89924@nollie.summersault.com> <20030122225009.GF469@luggage.internal.moreton.com.au>
Message-ID: <20030122230251.GG469@luggage.internal.moreton.com.au>

Phil Homewood wrote:
> Try the attached patch to make it take any of the above. :-)

... and just why I named the patch as I did is a question I
cannot answer, however despite the name, the patch content
is, I believe, correct. ;-)
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Wed Jan 22 18:34:54 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 23 Jan 2003 09:34:54 +1000
Subject: [rt-users] per-queue autoreply?
In-Reply-To: <CJELIEBEFNCJAOMOOMNNGECGCKAA.les@futuresource.com>
References: <CJELIEBEFNCJAOMOOMNNGECGCKAA.les@futuresource.com>
Message-ID: <20030122233454.GH469@luggage.internal.moreton.com.au>

Les Mikesell wrote:
> (I.e. is there any way to leave
> the global setting but override it in some of the queues?).

"No." Sorry. :-)
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From jesse at bestpractical.com  Wed Jan 22 18:36:26 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 22 Jan 2003 18:36:26 -0500
Subject: [rt-users] per-queue autoreply?
In-Reply-To: <20030122233454.GH469@luggage.internal.moreton.com.au>
References: <CJELIEBEFNCJAOMOOMNNGECGCKAA.les@futuresource.com> <20030122233454.GH469@luggage.internal.moreton.com.au>
Message-ID: <20030122233626.GC12365@pallas.fsck.com>


On Thu, Jan 23, 2003 at 09:34:54AM +1000, Phil Homewood wrote:
> Les Mikesell wrote:
> > (I.e. is there any way to leave
> > the global setting but override it in some of the queues?).
> 
> "No." Sorry. :-)

Well, you could craft the global autoreply template to have conditional
text, based on what queue the ticket is in.

> -- 
> Phil Homewood, Systems Janitor, www.SnapGear.com
> pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
> SnapGear - Custom Embedded Solutions and Security Appliances
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

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


From mwatson at netspace.net.au  Wed Jan 22 19:38:46 2003
From: mwatson at netspace.net.au (Matthew Watson)
Date: Thu, 23 Jan 2003 08:38:46 +0800
Subject: [rt-users] Linking to external sources using URI2HTTP
Message-ID: <1046784867.1043311126@matty>

Heya.
Heya.

NOTE: I sent this to rt-devel, but it didn't seem to go through? my 
appologies if it did.

 Has anyone (apart from jeese) got this working? if so, how did you do it? 
I've had a play with it, can't even get it to
dump warning messages for incorrect URI's, I'd be very interested in seeing 
any patches people have to setting this up.

Regards
----------------------------------------------------
|Matthew Watson



From pdh at snapgear.com  Wed Jan 22 19:56:02 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 23 Jan 2003 10:56:02 +1000
Subject: [rt-users] (Netscape 4.x) replying to correspondence is blank
In-Reply-To: <3E2F128B.9090406@eecs.berkeley.edu>
References: <20021009154001.29003.57646.Mailman@pallas.eruditorum.org> <3E2F128B.9090406@eecs.berkeley.edu>
Message-ID: <20030123005602.GN469@luggage.internal.moreton.com.au>

Mike Patterson wrote:
> We've noticed odd behavior when a client replies to messages sent by RT 
> using Netscape 4.7x/4.8x Windows/Solaris.  The message appears blank 
> rather than quoting the original message in the reply.

This could be related to the missing MIME-Version header bug.
Try the attached patch?

> How do I make the person who is CC'd on the orignal requestors email 
> get correspondence on the ticket (e.g. they automatically assume a 
> requestor/watcher status throughout the life of the ticket).  I'm sure 
> this has been asked before but no luck finding in RT/FM or searching 
> this list.

Look in config.pm for ParseNewMessageForTicketCcs. Note especially
the warning that accompanies it.
-- 
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: lib/RT/Action/SendEmail.pm
===================================================================
RCS file: /cvs/local/rt/lib/RT/Action/SendEmail.pm,v
retrieving revision 1.3
diff -u -r1.3 SendEmail.pm
--- lib/RT/Action/SendEmail.pm	29 Aug 2002 06:04:24 -0000	1.3
+++ lib/RT/Action/SendEmail.pm	23 Jan 2003 00:55:29 -0000
@@ -169,6 +169,8 @@
   
   $self->SetReturnAddress();
 
+  $self->SetGenericHeaders();
+
   $self->SetRTSpecialHeaders();
   
   return 1;
@@ -181,6 +183,21 @@
 
 # {{{ Deal with message headers (Set* subs, designed for  easy overriding)
 
+# {{{ sub SetGenericHeaders
+
+# This routine adds all the random headers that aren't otherwise
+# catered for, aren't ticket related, and aren't RT-specific.
+
+sub SetGenericHeaders {
+    my $self = shift;
+    
+    $self->SetHeader('MIME-Version', "1.0");
+    return();
+    
+}
+
+# }}}
+
 # {{{ sub SetRTSpecialHeaders
 
 # This routine adds all the random headers that RT wants in a mail message
@@ -205,7 +222,7 @@
     
 }
 
-
+# }}}
 
 # {{{ sub SetReferences
 
@@ -258,8 +275,6 @@
       unless $self->TemplateObj->MIMEObj->head->get('Message-ID');
 }
 
-
-# }}}
 
 # }}}
 

From swapana_ghosh at yahoo.com  Thu Jan 23 01:38:13 2003
From: swapana_ghosh at yahoo.com (Swapana Ghosh)
Date: Wed, 22 Jan 2003 22:38:13 -0800 (PST)
Subject: [rt-users] Please check the version for RT to execute
Message-ID: <20030123063813.38522.qmail@web41302.mail.yahoo.com>

Hi

       As I was facing problem in the interface
display, it is coming in the plane text rather than
it's screen effect. 
As our server is Cobalt raq4, we can't 
upgrade the perl version , it will break our
warranty.So pl. advice with this version is it
possible for RT to run under the following
configuration?

NB: I did not get any problem in installing RT. 

perl-5.00503-2
HTML-Mason-1.04
MySQL-3.23.37
apache-1.3.12-1C9

Regards.
-Swapna

__________________________________________________
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From h.bartels at dhms.net  Thu Jan 23 03:47:19 2003
From: h.bartels at dhms.net (Huet Bartels)
Date: Thu, 23 Jan 2003 08:47:19 -0000
Subject: [rt-users] CC field does not work
In-Reply-To: <20030123010002.711.80864.Mailman@pallas.eruditorum.org>
Message-ID: <LGEHIBJGFLJJJMKBIMPBAEPHDJAA.h.bartels@dhms.net>

Dear all,

I am new to RT, everything seems to be working fine, on a system I have
inherited. But when
you add email address to the CC field for ticket, they do not get sent. They
do not even show
up on the mailq, only the watchers and requester get sent.

Any ideas

regards

Huet Bartels




From atossava at cc.helsinki.fi  Thu Jan 23 08:57:59 2003
From: atossava at cc.helsinki.fi (Atro Tossavainen)
Date: Thu, 23 Jan 2003 15:57:59 +0200 (EET)
Subject: [rt-users] Multiple Watchers - but shouldn't get tons of mail
Message-ID: <200301231357.h0NDvx905357@kruuna.Helsinki.FI>

Hello all,

I've read the RT/FM on the different types of Watchers and it doesn't
seem to answer the following.

How do I create such Watchers that they only get RT correspondence when
the case owner (or another RT privileged user) sends it, but when
another regular user mails RT on that case, they don't?

We figured we'd collect replies to a particular issue that was expected
to generate a lot of user traffic in a case in RT. When the replies
started coming in, we also figured we'd make the people who responded
able to follow the progress of the issue by making them all Requestors
on that case.

Replies to the initial message (Who would like to...?) keep trickling
in, and all the people who replied quickly and were already made
Requestor keep getting all this "Me too!" mail, which probably annoys
the hell out of them.

Now, my gut reaction would be to just zap all the Requestors and mail
those people outside RT whenever needed. Is there a more refined way of
approaching this?

-- 
Atro Tossavainen (Mr.)               / The Institute of Biotechnology at
Systems Analyst, Techno-Amish &     / the University of Helsinki, Finland,
+358-9-19158939  UNIX Dinosaur     / employs me, but my opinions are my own.
< URL : http : / / www . iki . fi / atro . tossavainen / >

File attachments NOT welcome unless agreed to beforehand.


From gonzalo at linuxaus.com  Thu Jan 23 09:43:56 2003
From: gonzalo at linuxaus.com (Gonzalo Servat)
Date: Fri, 24 Jan 2003 01:43:56 +1100
Subject: [rt-users] Bizarre error message
Message-ID: <15861567.1043372636@[192.168.10.5]>

Hi All

>From time to time, I get this error message when using WebRT (it seems like 
if I try again, everything's ok):

--------- cut ----------
System error

error:  Bizarre copy of ARRAY in aassign at 
/usr/lib/perl5/site_perl/5.6.0/Devel/StackTrace.pm line 67.

context:  ...
1072:  pop @{ $self->{buffer_stack} };
1073:  pop @{ $self->{buffer_stack} };
1074:  }
1075:
1076:  rethrow_exception($err);
1077:
1078:  return wantarray ? @result : $result[0]; # Will return undef in void 
context (correct)
1079:  }
1080:
...

code stack:  /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:1076

raw error


Bizarre copy of ARRAY in aassign at 
/usr/lib/perl5/site_perl/5.6.0/Devel/StackTrace.pm line 67.

Trace begun at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Exceptions.pm line 
123
HTML::Mason::Exceptions::rethrow_exception('Bizarre copy of ARRAY in 
aassign at /usr/lib/perl5/site_perl/5.6.0/Devel/StackTrace.pm line 67.^J') 
called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 1076
HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9350
c10)', undef, 'HTML::Mason::Request::ApacheHandler=HASH(0x9350c10)', undef, 
'HTML::Mason::Request::ApacheHandler=HASH(0x9350c10)', undef, 
'HTML::Mason::Request::ApacheHandler=HASH(0x9350c10)', 'HASH(0x934c3bc)', 
'HTML::Mason::Component::FileBased=HASH(0x90c625c)') called at 
/usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 336
eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9350c10)', undef, 
'HTML::Mason::Request::ApacheHandler=HASH(0x9350c10)', undef, 
'HTML::Mason::Request::ApacheHandler=HASH(0x9350c10)', undef, 
'HTML::Mason::Request::ApacheHandler=HASH(0x9350c10)', 'HASH(0x934c3bc)', 
'HTML::Mason::Component::FileBased=HASH(0x90c625c)') called at 
/usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 336
eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9350c10)', undef, 
'HTML::Mason::Request::ApacheHandler=HASH(0x9350c10)', undef, 
'HTML::Mason::Request::ApacheHandler=HASH(0x9350c10)', undef, 
'HTML::Mason::Request::ApacheHandler=HASH(0x9350c10)', 'HASH(0x934c3bc)', 
'HTML::Mason::Component::FileBased=HASH(0x90c625c)') called at 
/usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm line 296
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9350
c10)') called at /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm 
line 134
eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9350c10)') called at 
/usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 134
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHand
ler=HASH(0x9350c10)', 
'HTML::Mason::Request::ApacheHandler=HASH(0x9350c10)', 
'HTML::Mason::Request::ApacheHandler=HASH(0x9350c10)') called at 
/usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm line 783
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH
(0x8de7404)', 'Apache=SCALAR(0x91b8570)') called at /opt/rt2/bin/webmux.pl 
line 170
RT::Mason::handler('Apache=SCALAR(0x91b8570)') called at /dev/null line 0
eval {...}('Apache=SCALAR(0x91b8570)') called at /dev/null line 0

--------- cut ----------

Any ideas??

Thanks in advance,
Gonzalo.


From khera at kcilink.com  Thu Jan 23 09:58:55 2003
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 23 Jan 2003 09:58:55 -0500
Subject: [rt-users] Safely removing all 'DEAD' tickets
In-Reply-To: <20030122225529.GY12365@pallas.fsck.com>
References: <870E25EC362DD6118A7400306E1260E2010D493C@33par_exchange.dauphin-affichage.com>
	<20030122225529.GY12365@pallas.fsck.com>
Message-ID: <15920.815.8110.852703@onceler.kciLink.com>

>>>>> "JV" == Jesse Vincent <jesse at bestpractical.com> writes:

JV> On Wed, Jan 22, 2003 at 11:01:13PM +0100, THAUVIN Blaise (Dir. Informatique FRP) wrote:
>> Hi Dave,
>> 
>> I think I have found one case where the script can corrupt the database. I
>> used it before trying to upgrade a database from RT2 to RT3 and it made the
>> import fail.
  
JV> For the record, I consider this to be a bug in my code for RT3 as well
JV> as the dead ticket deletion script ;) RT 2.1.62 should fix it.

Referential integrity checks in the DB are *good*.  Please tell the
MySQL folks. ;-)

I delete my dead tickets thusly: "delete from tickets where
status='dead'" and let the RI checks delete the associated records in
other tables.


From darren at boston.com  Thu Jan 23 11:54:01 2003
From: darren at boston.com (darren chamberlain)
Date: Thu, 23 Jan 2003 11:54:01 -0500
Subject: [rt-users] Bizarre error message
In-Reply-To: <15861567.1043372636@[192.168.10.5]>
References: <15861567.1043372636@[192.168.10.5]>
Message-ID: <20030123-9a78797427bbab0763d4992e49a050ae@mail.boston.com>

* Gonzalo Servat <gonzalo at linuxaus.com> [2003-01-23 09:48]:
> > From time to time, I get this error message when using WebRT
>
> error:  Bizarre copy of ARRAY in aassign at
> /usr/lib/perl5/site_perl/5.6.0/Devel/StackTrace.pm line 67.

This is a known problem with 5.6.0; upgrade at least to 5.6.1 if
possible.

(darren)

-- 
The history of Liberty is a history of the limitation of government
power.
    -- Woodrow Wilson


From fstanley at netburner.com  Thu Jan 23 12:45:27 2003
From: fstanley at netburner.com (Forrest Stanley)
Date: Thu, 23 Jan 2003 09:45:27 -0800
Subject: [rt-users] A Scrip Condition error
In-Reply-To: <Pine.LNX.4.44.0301181126190.3716-100000@x22.ripe.net>
References: <5.1.0.14.2.20030117141941.00bac7a8@mail.netburner.com>
Message-ID: <5.1.0.14.2.20030123094454.00b6ed48@mail.netburner.com>

At 11:32 AM 1/18/2003 +0100, Bruce Campbell wrote:
>On Fri, 17 Jan 2003, Forrest Stanley wrote:
>
> > This short code doesnt seem to be working properly. Looking for any
> > pointers why its not.
>
>You're referring to $self->CreatorObj, when you want to be referring to
>$self->TransactionObj->CreatorObj .  I'm also not sure why you have
>$creator about.


Thx for pointer, the $creator was just left over vode from trying something 
else :)
-forrest


>sub IsApplicable(){
>
>         my $self = shift;
>
>         my $retval = undef;
>
>         if( $self->TransactionObj->Type eq 'Correspond' ){
>           if( ! $self->TicketObj->IsOwner( 
> $self->TransactionObj->CreatorObj ) ){
>             if( ! $self->TicketObj->IsRequestor( 
> $self->TransactionObj->CreatorObj ) ){
>                 $retval = 1;
>             }
>           }
>         }
>
>         return( $retval );
>}
>
>Regards,
>
>--
>                              Bruce Campbell                            RIPE
>                    Systems/Network Engineer                             NCC
>                  www.ripe.net - PGP562C8B1B             Operations/Security
>
>http://www.dude.ru/music/gigflapping.html
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From john at frumious.unidec.co.uk  Thu Jan 23 13:01:24 2003
From: john at frumious.unidec.co.uk (dr john halewood)
Date: Thu, 23 Jan 2003 18:01:24 +0000
Subject: [rt-users] Apache startup problem w/RT3
Message-ID: <200301231801.h0NI1PSv022335@frumious.unidec.co.uk>

Hi,
  trying to test out the rt3 alpha release (aka 2-1-59). Everything installs 
cleanly, but when trying to start apache I get the following error:

Starting httpd:..
Subroutine handler redefined at /opt/rt3/bin/webmux.pl line 110.[Thu Jan 23 
12:49:28 2003] [error] Undefined subroutine &RT::LoadConfig called at 
/opt/rt3/bin/webmux.pl line 60.
Compilation failed in require at (eval 83) line 1.

Syntax error on line 1000 of /etc/httpd/conf/httpd.conf:
Undefined subroutine &RT::LoadConfig called at /opt/rt3/bin/webmux.pl line 60.
Compilation failed in require at (eval 83) line 1.

(line 60 of webmux.pl is as follows btw)
RT::LoadConfig();

All paths appear to be correct (libs in /opt/rt3/lib, /opt/rt3/local/lib). 
perl is 5.6.1, apache 1.3.26. rt 2.0.15 is running happily on the same 
machine. Any suggestions as to what might be causing the problem?

cheers
john


From russj at dimstar.net  Thu Jan 23 13:08:13 2003
From: russj at dimstar.net (Russ Johnson)
Date: Thu, 23 Jan 2003 10:08:13 -0800
Subject: [rt-users] On assign, send text of ticket to new owner
In-Reply-To: <20030122-70396b5c1de5fc81a98da81b36709f94@mail.boston.com>
References: <5.2.0.9.0.20030122104920.01899bd8@localhost>
 <5.2.0.9.0.20030121133017.00bba048@localhost>
 <5.2.0.9.0.20030122104920.01899bd8@localhost>
Message-ID: <5.2.0.9.0.20030123100615.01889600@localhost>

At 02:01 PM 1/22/2003 -0500, darren chamberlain wrote:
>* Russ Johnson <russj at dimstar.net> [2003-01-22 13:55]:
> > I found what I think you were referring to for a template. However,
> > the rendering of the archive leaves a lot to be desired. Here's what I
> > see:
>
>All those =3D's should be =; a little global search and replace should fix
>that for you.{my $transactions =; $Ticket->Transactions;

OK, so I have the following:

while (my $trans =; $transactions->Next) {
         $OUT .=; $trans->CreatedObj->AsString . ": " .
                         $trans->Description;
         if ($trans->TimeTaken) {
                 $OUT .=;       " (".$trans->TimeTaken." min)";
         }
         $OUT .=; "\n";
         if ($trans->Content) {
                 $OUT .=; $trans->Content . "\n";
         }
         $OUT .=; ('-'x78)."\n";
}


1;
}

Which yields the following in my email:

Program fragment delivered error ``syntax error at template line 1, at EOF 
syntax error at template line 2, at EOF syntax error at template line 2, 
near "->Next) " syntax error at template line 6, at EOF syntax error at 
template line 8, at EOF syntax error at template line 10, at EOF syntax 
error at template line 12, at EOF syntax error at template line 13, near "; 
}"''

Ideas?

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

Random thought #1 (Collect all 18)
"The only thing necessary for the triumph of evil is for good men to do 
nothing." - Edmund Burke 



From darren at boston.com  Thu Jan 23 13:13:46 2003
From: darren at boston.com (darren chamberlain)
Date: Thu, 23 Jan 2003 13:13:46 -0500
Subject: [rt-users] On assign, send text of ticket to new owner
In-Reply-To: <5.2.0.9.0.20030123100615.01889600@localhost>
References: <5.2.0.9.0.20030122104920.01899bd8@localhost> <5.2.0.9.0.20030121133017.00bba048@localhost> <5.2.0.9.0.20030122104920.01899bd8@localhost> <5.2.0.9.0.20030123100615.01889600@localhost>
Message-ID: <20030123181346.GZ19769@boston.com>

* Russ Johnson <russj at dimstar.net> [2003-01-23 13:06]:
> At 02:01 PM 1/22/2003 -0500, darren chamberlain wrote:
> >* Russ Johnson <russj at dimstar.net> [2003-01-22 13:55]:
> > > I found what I think you were referring to for a template.
> > > However, the rendering of the archive leaves a lot to be desired.
> > > Here's what I see:
> >
> > All those =3D's should be =; a little global search and replace
> > should fix that for you.
> 
> OK, so I have the following:
> 
> while (my $trans =; $transactions->Next) {
>         $OUT .=; $trans->CreatedObj->AsString . ": " .
>                         $trans->Description;
>         if ($trans->TimeTaken) {
>                 $OUT .=;       " (".$trans->TimeTaken." min)";
>         }
>         $OUT .=; "\n";
>         if ($trans->Content) {
>                 $OUT .=; $trans->Content . "\n";
>         }
>         $OUT .=; ('-'x78)."\n";
> }
> 
> 
> 1;
> }

Close; make the while loop:

  while (my $trans = $transactions->Next) {
          $OUT .= $trans->CreatedObj->AsString . ": " .
                          $trans->Description;
          if ($trans->TimeTaken) {
                  $OUT .=       " (".$trans->TimeTaken." min)";
          }
          $OUT .= "\n";
          if ($trans->Content) {
                  $OUT .= $trans->Content . "\n";
          }
          $OUT .= ('-'x78)."\n";
  }

My explanation was a little unclear -- I said "All those =3D's should be
=;", but I meant "All those =3D's should be =" and *then* the
semi-colon (sorry).

(darren)

-- 
Work keeps us from three great evils: boredom, vice, and poverty.
    -- Voltaire


From Jason.Yarrington at praecis.com  Thu Jan 23 13:28:59 2003
From: Jason.Yarrington at praecis.com (Yarrington, Jason)
Date: Thu, 23 Jan 2003 13:28:59 -0500
Subject: [rt-users] RT and Change Management
Message-ID: <892CAE8E12BEEA4E983E1F1BA7DA9804AD189D@ppiexch01.praecis.com>

Is anyone using a Change Management system that is on par with RT.

I am looking for a web based change management system to allow tracking
of changes made to our servers and desktops.  It should have the ability
to route changes for approval.

Any input would be greatly appreciated.  We are trying to figure out
what to use for this.  

Jason Yarrington
Jason.yarrington at praecis.com


This e-mail and any attachments transmitted with it are confidential and intended only for use by rt-users at lists.fsck.com.  If you are not the intended recipient of this e-mail, or an employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any disclosure, dissemination, distribution or copying of this e-mail, and any attachment to it, is strictly prohibited.  If you have received this e-mail in error, please notify Jason Yarrington immediately by replying to this message or calling (781) 795-4100 and then permanently delete the e-mail, any attachment(s) thereto and any copies from your system, and immediately destroy any printouts thereof.  Thank you.  




From mrz at intelenet.net  Thu Jan 23 13:36:03 2003
From: mrz at intelenet.net (matthew zeier)
Date: Thu, 23 Jan 2003 10:36:03 -0800
Subject: [rt-users] feature request or "how to do this"
Message-ID: <017e01c2c30e$488501f0$6d180a0a@MRZTP>

We have an MSP group that's using dcl for their ticketing system and one
feature they have that my guys have asked for is a sort of holding queue for
tickets to go first before deciding if they are actual ticketable items.

We get a lot of automated alerts to RT (by design) and not all of them need
to be ticketable.  If there was a way to hold items for the NOC to review
and select which ones to discard and which ones to accept, that'd be great.

Or perhaps there's already a way to do this?


--
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  Thu Jan 23 13:42:52 2003
From: les at futuresource.com (Les Mikesell)
Date: Thu, 23 Jan 2003 12:42:52 -0600
Subject: [rt-users] per-queue autoreply?
In-Reply-To: <20030122233626.GC12365@pallas.fsck.com>
Message-ID: <CJELIEBEFNCJAOMOOMNNGECKCKAA.les@futuresource.com>

From: "Jesse Vincent" <jesse at bestpractical.com>

> > (I.e. is there any way to leave
> > the global setting but override it in some of the queues?).
> 
>Well, you could craft the global autoreply template to have conditional
>text, based on what queue the ticket is in.

That will work, but I don't like to set up a situation where a component
used in production has to be modified often and a syntax error can
break unrelated things.   If the global template can detect the presence
of a per-queue template named Autoreply and use it when available it
will be perfect.

I'm trying to move a set of product-support mailing lists currently
handled by mailman lists into RT and one other thing in addition
to the per-queue autoresponse would really help.   Is there any way
to get something added to the subject line of the forwarded email
and possibly do a keyword setting based on the email alias used
for the original request (which I can map into command line arguments
for mailgate)?    Rather than setting up a queue per existing mailing
list, I'd rather create queues based on the people who will watch them
and somehow tag the tickets as they come in based on the address used
by the sender.   That is, I'd like mail to productA-support at domain and
productB-support to feed a common support queue but in the forwarded
email subject, have '[productA] orginal_subject [domain ticket-number]'
and have the productA keyword set on the ticket.   Has this been done
or is there a better approach?

  Les Mikesell
   les at futuresource.com



From darren at boston.com  Thu Jan 23 13:45:15 2003
From: darren at boston.com (darren chamberlain)
Date: Thu, 23 Jan 2003 13:45:15 -0500
Subject: [rt-users] feature request or "how to do this"
In-Reply-To: <017e01c2c30e$488501f0$6d180a0a@MRZTP>
References: <017e01c2c30e$488501f0$6d180a0a@MRZTP>
Message-ID: <20030123-971026af2e94bbea15fb4ae866f426ba@mail.boston.com>

* matthew zeier <mrz at intelenet.net> [2003-01-23 13:38]:
> We get a lot of automated alerts to RT (by design) and not all of them
> need to be ticketable.  If there was a way to hold items for the NOC
> to review and select which ones to discard and which ones to accept,
> that'd be great.

You could simply designate a default queue as the temporary queue, and
then the NOC could either move requests from it into "regular" queues or
kill them.

(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


From jxh at jxh.com  Thu Jan 23 14:27:37 2003
From: jxh at jxh.com (Jim Hickstein)
Date: Thu, 23 Jan 2003 11:27:37 -0800
Subject: [rt-users] Stall Until
Message-ID: <18620000.1043350057@jxh.mirapoint.com>

I am now happily running RT 2.0.15 (was 1.0.6 only last week), and now I am 
ready to embark on making a few changes.

At my last shop, using Remedy, we were able to add a state called "blocked" 
and a field called "Freeze until".  One would block a ticket when one was 
waiting for something external -- a call back, a package to arrive -- and 
set the date.  It would then _automatically_ re-open on that date so it 
would appear in your list again.  (Did he ever call back?  Did the package 
arrive?)

I want to add this to RT.  status=stalled is already there.  All I need is 
"stall until".  I can probably figure out the external cron job that does a 
query and moves things back to open (though I'd like to have this trigger a 
Scrip if possible).

Can one of y'all give me the easy-'n-obvious (to you) edits I need to make?

(A further refinement would be to stall until a dependency is satisfied, 
i.e. a ticket in "Depends on" moves to a defined state, such as closed, or 
something else happens to it.  Today's example: change out this router 
[ticket A] during the next downtime [ticket B].  Or can I already do this 
with Scrips?  I have yet to dive into Scrips.)


From mrz at intelenet.net  Thu Jan 23 14:37:20 2003
From: mrz at intelenet.net (matthew zeier)
Date: Thu, 23 Jan 2003 11:37:20 -0800
Subject: [rt-users] feature request or "how to do this"
References: <017e01c2c30e$488501f0$6d180a0a@MRZTP> <20030123-971026af2e94bbea15fb4ae866f426ba@mail.boston.com>
Message-ID: <02a701c2c316$d83d7b80$6d180a0a@MRZTP>

> * matthew zeier <mrz at intelenet.net> [2003-01-23 13:38]:
> > We get a lot of automated alerts to RT (by design) and not all of them
> > need to be ticketable.  If there was a way to hold items for the NOC
> > to review and select which ones to discard and which ones to accept,
> > that'd be great.
>
> You could simply designate a default queue as the temporary queue, and
> then the NOC could either move requests from it into "regular" queues or
> kill them.

I do that now but I have several thousand tickets that didn't really need to
be tickets at all.

- mz



From darren at boston.com  Thu Jan 23 14:39:46 2003
From: darren at boston.com (darren chamberlain)
Date: Thu, 23 Jan 2003 14:39:46 -0500
Subject: [rt-users] feature request or "how to do this"
In-Reply-To: <02a701c2c316$d83d7b80$6d180a0a@MRZTP>
References: <017e01c2c30e$488501f0$6d180a0a@MRZTP> <20030123-971026af2e94bbea15fb4ae866f426ba@mail.boston.com> <02a701c2c316$d83d7b80$6d180a0a@MRZTP>
Message-ID: <20030123-2ee609d711e62defcd2a5024c739462f@mail.boston.com>

* matthew zeier <mrz at intelenet.net> [2003-01-23 14:35]:
> > * matthew zeier <mrz at intelenet.net> [2003-01-23 13:38]:
> > > We get a lot of automated alerts to RT (by design) and not all of
> > > them need to be ticketable.  If there was a way to hold items for
> > > the NOC to review and select which ones to discard and which ones
> > > to accept, that'd be great.
> >
> > You could simply designate a default queue as the temporary queue,
> > and then the NOC could either move requests from it into "regular"
> > queues or kill them.
> 
> I do that now but I have several thousand tickets that didn't really
> need to be tickets at all.

Ah, I see what you mean.  As an alternative, you could (a) modify
mailgate such that, instead of creating a new ticket (when it doesn't
find a [$sitename #foo] in the subject), it forwards the message to a
particular email address, and (b) modify the Create A New Ticket page to
send an email to that address instead of creating the ticket.  Then, the
NOC folks could monitor that email account (shared IMAP folder, or
something).

(darren)

-- 
If I had an infinite amount of monkeys, the first thing I'd do is
delegate a committee of monkeys to figure out how to clean and feed an
infinite amount of monkeys, 'cause I sure as hell ain't doin' it.
    -- Josh Penn


From bruce_campbell at ripe.net  Thu Jan 23 15:17:06 2003
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 23 Jan 2003 21:17:06 +0100 (CET)
Subject: [rt-users] feature request or "how to do this"
In-Reply-To: <20030123-2ee609d711e62defcd2a5024c739462f@mail.boston.com>
Message-ID: <Pine.LNX.4.44.0301232110530.14610-100000@x22.ripe.net>

On Thu, 23 Jan 2003, darren chamberlain wrote:

> > > * matthew zeier <mrz at intelenet.net> [2003-01-23 13:38]:
> > > > We get a lot of automated alerts to RT (by design) and not all of
> > > > them need to be ticketable.  If there was a way to hold items for
> > > > the NOC to review and select which ones to discard and which ones
> > > > to accept, that'd be great.
>
> Ah, I see what you mean.  As an alternative, you could (a) modify
> mailgate such that, instead of creating a new ticket (when it doesn't
> find a [$sitename #foo] in the subject), it forwards the message to a
> particular email address,

Put the public RT address ( that the automated alerts send to )behind your
favourite mailing list manager.  Juggle the taboo headers setting (or
equivilant) to match subjects without a ticket number.  Use your favourite
list manager tools to approve 'bounced' postings.

> and (b) modify the Create A New Ticket page to
> send an email to that address instead of creating the ticket.  Then, the
> NOC folks could monitor that email account (shared IMAP folder, or
> something).


-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security



From russj at dimstar.net  Thu Jan 23 16:49:54 2003
From: russj at dimstar.net (Russ Johnson)
Date: Thu, 23 Jan 2003 13:49:54 -0800
Subject: [rt-users] On assign, send text of ticket to new owner
In-Reply-To: <20030123181346.GZ19769@boston.com>
References: <5.2.0.9.0.20030123100615.01889600@localhost>
 <5.2.0.9.0.20030122104920.01899bd8@localhost>
 <5.2.0.9.0.20030121133017.00bba048@localhost>
 <5.2.0.9.0.20030122104920.01899bd8@localhost>
 <5.2.0.9.0.20030123100615.01889600@localhost>
Message-ID: <5.2.0.9.0.20030123134049.01846c30@localhost>

At 01:13 PM 1/23/2003 -0500, darren chamberlain wrote:
>My explanation was a little unclear -- I said "All those =3D's should be
>=;", but I meant "All those =3D's should be =" and *then* the
>semi-colon (sorry).

OK, I must be missing something simple.

Please keep in mind that I've only made minimal changes to the existing 
templates. This is my first attempt at creating a whole new one.

I have the template created with the while loop as shown:

{my $transactions =; $Ticket->Transactions;
   while (my $trans = $transactions->Next) {
           $OUT .= $trans->CreatedObj->AsString . ": " .
                           $trans->Description;
           if ($trans->TimeTaken) {
                   $OUT .=       " (".$trans->TimeTaken." min)";
           }
           $OUT .= "\n";
           if ($trans->Content) {
                   $OUT .= $trans->Content . "\n";
           }
           $OUT .= ('-'x78)."\n";
   }


1;
}

When a ticket is assigned, I get the following in an email:

Program fragment delivered error ``syntax error at template line 1, at EOF''

The listing above is the entire content of the template. Do I need 
something else in there as well?

Thanks for your help.


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

Random thought #1 (Collect all 18)
"The only thing necessary for the triumph of evil is for good men to do 
nothing." - Edmund Burke 



From pdh at snapgear.com  Thu Jan 23 17:08:31 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 24 Jan 2003 08:08:31 +1000
Subject: [rt-users] CC field does not work
In-Reply-To: <LGEHIBJGFLJJJMKBIMPBAEPHDJAA.h.bartels@dhms.net>
References: <20030123010002.711.80864.Mailman@pallas.eruditorum.org> <LGEHIBJGFLJJJMKBIMPBAEPHDJAA.h.bartels@dhms.net>
Message-ID: <20030123220830.GA468@luggage.internal.moreton.com.au>

Huet Bartels wrote:
> you add email address to the CC field for ticket, they do not get sent. They
> do not even show
> up on the mailq, only the watchers and requester get sent.

Check your Scrips, in particular those that NotifyOtherRecipients.

http://fsck.com/rtfm/article.html?id=2#215
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Thu Jan 23 17:19:08 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 24 Jan 2003 08:19:08 +1000
Subject: [rt-users] Please check the version for RT to execute
In-Reply-To: <20030123063813.38522.qmail@web41302.mail.yahoo.com>
References: <20030123063813.38522.qmail@web41302.mail.yahoo.com>
Message-ID: <20030123221908.GB468@luggage.internal.moreton.com.au>

Swapana Ghosh wrote:
>        As I was facing problem in the interface
> display, it is coming in the plane text rather than
> it's screen effect. 

Sounds like your Apache config isn't right.

> As our server is Cobalt raq4, we can't 
> upgrade the perl version , it will break our
> warranty.

You shouldn't need to; RT2 runs fine under Perl 5.005_03.

> perl-5.00503-2
> HTML-Mason-1.04
> MySQL-3.23.37
> apache-1.3.12-1C9

That MySQL is pretty old. 3.23.38 is the minimum version
recommended in the RT README. Anything older than 3.23.54
is likely to have possibly-serious security problems....

http://www.google.com/search?q=cobalt+site%3Afsck.com turns
up previous discussion of getting RT working on a RAQ. Good
luck!

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


From pdh at snapgear.com  Thu Jan 23 17:33:47 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 24 Jan 2003 08:33:47 +1000
Subject: [rt-users] Apache startup problem w/RT3
In-Reply-To: <200301231801.h0NI1PSv022335@frumious.unidec.co.uk>
References: <200301231801.h0NI1PSv022335@frumious.unidec.co.uk>
Message-ID: <20030123223347.GD468@luggage.internal.moreton.com.au>

dr john halewood wrote:
> Starting httpd:..
> Subroutine handler redefined at /opt/rt3/bin/webmux.pl line 110.[Thu Jan 23 
> 12:49:28 2003] [error] Undefined subroutine &RT::LoadConfig called at 
> /opt/rt3/bin/webmux.pl line 60.
> Compilation failed in require at (eval 83) line 1.

If I had to guess, I'd say you were trying to run RT2 and RT3 under
mod_perl in the same Apache instance? If so, that won't work....
switch to FastCGI and you'll be much happier.
-- 
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 bruce_campbell at ripe.net  Thu Jan 23 18:04:50 2003
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 24 Jan 2003 00:04:50 +0100 (CET)
Subject: [rt-users] On assign, send text of ticket to new owner
In-Reply-To: <5.2.0.9.0.20030123134049.01846c30@localhost>
Message-ID: <Pine.LNX.4.44.0301240003310.22325-100000@x22.ripe.net>

On Thu, 23 Jan 2003, Russ Johnson wrote:

> At 01:13 PM 1/23/2003 -0500, darren chamberlain wrote:
> >My explanation was a little unclear -- I said "All those =3D's should be
> >=;", but I meant "All those =3D's should be =" and *then* the
> >semi-colon (sorry).
>
> OK, I must be missing something simple.
>
> {my $transactions =; $Ticket->Transactions;

  { my $transactions = $Ticket->Transactions;

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security



From pdh at snapgear.com  Thu Jan 23 18:24:14 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 24 Jan 2003 09:24:14 +1000
Subject: [rt-users] Stall Until
In-Reply-To: <18620000.1043350057@jxh.mirapoint.com>
References: <18620000.1043350057@jxh.mirapoint.com>
Message-ID: <20030123232414.GA1230@luggage.internal.moreton.com.au>

Jim Hickstein wrote:
> I want to add this to RT.  status=stalled is already there.  All I need is 
> "stall until".  I can probably figure out the external cron job that does a 
> query and moves things back to open (though I'd like to have this trigger a 
> Scrip if possible).

"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.
Put that together with a check for "stalled' and a SetStatus
call and you're done. :-)

> (A further refinement would be to stall until a dependency is satisfied, 
> i.e. a ticket in "Depends on" moves to a defined state, such as closed, or 
> something else happens to it.  Today's example: change out this router 
> [ticket A] during the next downtime [ticket B].  Or can I already do this 
> with Scrips?  I have yet to dive into Scrips.)

You can do that with Scrips. Look at OpenDependent, it's part of
the standard RT distribution. CloseDependent is an easy tweak;
SetDependentStatus wouldn't be hard using $self->Argument either,
if you wanted to genericise.

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


From pdh at snapgear.com  Thu Jan 23 18:33:46 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 24 Jan 2003 09:33:46 +1000
Subject: [rt-users] Multiple Watchers - but shouldn't get tons of mail
In-Reply-To: <200301231357.h0NDvx905357@kruuna.Helsinki.FI>
References: <200301231357.h0NDvx905357@kruuna.Helsinki.FI>
Message-ID: <20030123233346.GB1230@luggage.internal.moreton.com.au>

Atro Tossavainen wrote:
> How do I create such Watchers that they only get RT correspondence when
> the case owner (or another RT privileged user) sends it, but when
> another regular user mails RT on that case, they don't?

Direct the recipients' replies to the queue's Comment address
instead of the Correspond address, and make sure that your
OnComment and OnCorrespond scrips are set up appropriately.

:-)
-- 
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 russj at dimstar.net  Thu Jan 23 19:33:41 2003
From: russj at dimstar.net (Russ Johnson)
Date: Thu, 23 Jan 2003 16:33:41 -0800
Subject: [rt-users] On assign, send text of ticket to new owner
In-Reply-To: <Pine.LNX.4.44.0301240003310.22325-100000@x22.ripe.net>
References: <5.2.0.9.0.20030123134049.01846c30@localhost>
Message-ID: <5.2.0.9.0.20030123163253.018a40c0@localhost>

At 12:04 AM 1/24/2003 +0100, Bruce Campbell wrote:
>On Thu, 23 Jan 2003, Russ Johnson wrote:
>
> > At 01:13 PM 1/23/2003 -0500, darren chamberlain wrote:
> > >My explanation was a little unclear -- I said "All those =3D's should be
> > >=;", but I meant "All those =3D's should be =" and *then* the
> > >semi-colon (sorry).
> >
> > OK, I must be missing something simple.
> >
> > {my $transactions =; $Ticket->Transactions;
>
>   { my $transactions = $Ticket->Transactions;

Thank you, thank you, thank you.

It now works, as I expected it to.

Thanks to everyone who helped!


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

Random thought #1 (Collect all 18)
"The only thing necessary for the triumph of evil is for good men to do 
nothing." - Edmund Burke 



From laurent.vaills at dms.at  Fri Jan 24 05:15:44 2003
From: laurent.vaills at dms.at (Laurent Vaills)
Date: 24 Jan 2003 11:15:44 +0100
Subject: [rt-users] Modify ticket
In-Reply-To: <20030117052852.GP451@luggage.internal.moreton.com.au>
References: <5.1.0.14.2.20030115152746.00bb46b0@mail.netburner.com>
	<20030116061315.68577.qmail@web14704.mail.yahoo.com> 
	<20030117052852.GP451@luggage.internal.moreton.com.au>
Message-ID: <1043403352.1601.65.camel@neo.sophia.dms.at>

On Fri, 2003-01-17 at 06:28, Phil Homewood wrote:
> kh es wrote:
> > But I tried to give the user OwnTicket right without Modifyticket right,
> > but he get permission denied ?
> 
> OwnTicket gives him the right to own a ticket, in the sense that
> the ticket may be owned by him. It does not give him the permission
> to modify the ownership of the ticket -- for that, he does require
> ModifyTicket (I believe.)

I believe it 's like that. So I we do not have the right ModifyTicket
the buttons Open, Resolve, Take or Steal (all the actions that modify
the ticket) should not de displayed when we see a ticket we do not own.

My company do not want to allow all the users to be able to modify all
tickets, but we want to allow people that take (not steal) some tickets.
Any suggestions ?

Regards,
Laurent.



From TalkLists at index-s.de  Fri Jan 24 05:32:55 2003
From: TalkLists at index-s.de (Stefan Seiz)
Date: Fri, 24 Jan 2003 11:32:55 +0100
Subject: [rt-users] Providing Time Worked via Email
Message-ID: <BA56D4E7.1C6A0%TalkLists@index-s.de>

Hi,

we'd like to provide TIME WORKED when replying to a ticket via Email
(similar to when using the Web-interface when replying to a ticket).
Is this possible?

--
Stefan Seiz <http://www.StefanSeiz.com>
Spamto: <bin at imd.net>



From jdeberry at townnews.com  Fri Jan 24 10:59:46 2003
From: jdeberry at townnews.com (John DeBerry)
Date: Fri, 24 Jan 2003 09:59:46 -0600
Subject: [rt-users] Searching with RT "hangs"
Message-ID: <JDEMKKMKMAAPCNHIBFLGOEMGEDAA.jdeberry@townnews.com>

I am having an elusive problem with RT 2.0.15. It "hangs" sometimes when
displaying a search result (i.e., the user's browser sits and spins), and I
have to restart MySQL to get it going again.

We are using:
RedHat 6.2
Apache 1.3.20
MySQL 3.23.51

It seems to happen intermittently, or we cannot determine the cause of it.
(One speculation is that it sometimes happens when someone searches RT
looking for all tickets from a Requestor. In our case, we have about eight
or so Requestors that have a lot of tickets. I'm not sure if it's related or
not.)

When RT "hangs," the %CPU for mysql jumps to about 96% and stays there. And
the thing is, it will happen sometimes with the same Requestor and same
results.

If anyone has any ideas as to what I can try, it would be much appreciated.
:)

John DeBerry



From map at eecs.berkeley.edu  Fri Jan 24 13:21:10 2003
From: map at eecs.berkeley.edu (Mike Patterson)
Date: Fri, 24 Jan 2003 10:21:10 -0800
Subject: [rt-users] Re: (Netscape 4.x) replying to correspondence is blank
References: <20030122195035.27249.93470.Mailman@pallas.eruditorum.org>
Message-ID: <3E318416.2060906@eecs.berkeley.edu>

Thanks for the tips (ParseNewMessageForTicketCCs worked)!
But I'm still having a the Netscape Header problem.

Upon further investigation RT is dropping the "Message-ID" header for 
some reason.  Note this only happens on my production server (RT 2.0.15 
- FreeBSD), both of my test RT systems do not exhibit this behavior. 
Judging from the comments, it is probably because I have multiple scrips 
for a ticket notifying different people.

Including: OnCreate AutoReplySquelch with template help_eecs_autoreply, 
OnCreate NotifyAllWatchersAsComment with template Correspondence, and 
OnCorrespond NotifyAllWatchers with template Correspondence.

Could someone please give suggest a different format for the SendEmail.pm?

I'm under pressure to quickly get this fixed (exact format if possible 
I'm not confident on converting this 
"rt-ticket#-transaction#-scrip#-receipient#" into the correct syntax, 
yet).

Thanks,
Mike

Relevant section from /path/to/rt2/lib/RT/Action/SendEmail.pm
---------------------------------------------------------------

# {{{ sub SetMessageID

# Without this one, threading won't work very nice in email agents.
# Anyway, I'm not really sure it's that healthy if we need to send
# several separate/different emails about the same transaction.

sub SetMessageID {
   my $self = shift;

   # TODO this one might be sort of broken.  If we have several scrips 
+++  # sending several emails to several different persons, we need to
   # pull out different message-ids.  I'd suggest message ids like
   # "rt-ticket#-transaction#-scrip#-receipient#"

   $self->SetHeader
     ('Message-ID', "<rt-".$self->TicketObj->id().
      "-".
      $self->TransactionObj->id()."." .rand(20) . 
"\@".$RT::Organization.">")
       unless $self->TemplateObj->MIMEObj->head->get('Message-ID');
}
---------------------------------------------------------------



From modle at ara.com  Fri Jan 24 13:35:22 2003
From: modle at ara.com (Matt Odle)
Date: Fri, 24 Jan 2003 11:35:22 -0700
Subject: [rt-users] HTML email
Message-ID: <0a6101c2c3d7$5a73f910$630f633f@ara.wan>

If an html email is sent to an rt account, rt-mailgate barfs with the
following error.

   ----- 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

RT is working fine with standard text emails.  Matt

Oh, I'm running rt-2.0.14




From jxh at jxh.com  Fri Jan 24 14:03:28 2003
From: jxh at jxh.com (Jim Hickstein)
Date: Fri, 24 Jan 2003 11:03:28 -0800
Subject: [rt-users] Stall Until
In-Reply-To: <20030123232414.GA1230@luggage.internal.moreton.com.au>
References: <18620000.1043350057@jxh.mirapoint.com>
 <20030123232414.GA1230@luggage.internal.moreton.com.au>
Message-ID: <16240000.1043435008@jxh.mirapoint.com>

> "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!


From svigano at boothcreek.com  Fri Jan 24 14:22:15 2003
From: svigano at boothcreek.com (Steffan Vigano)
Date: Fri, 24 Jan 2003 11:22:15 -0800
Subject: [rt-users] Re:  Providing Time Worked via Email
References: <20030124182502.24602.70711.Mailman@pallas.eruditorum.org>
Message-ID: <3E319267.2060100@boothcreek.com>

Nice name.  This is how we do it in Template for AdminCC's on ticket 
being resolved:

Subject: WorkOrder #{$Ticket->id} Resolved

          ---  WorkOrder #{$Ticket->id} Resolved  ---

     Subject:  {$Transaction->Subject || $Ticket->Subject || "(No 
subject given)"}
  Requestors:  {$Ticket->Requestors->EmailsAsString()}
       Owner:  {$Ticket->OwnerObj->Name}
 Time Worked:  {$Ticket->TimeWorked} Minutes
  Created On:  {$Ticket->Created}
 Transaction:  {$Transaction->Description}
       Queue:  {$Ticket->QueueObj->Name}
  Ticket URL:  {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

-- 
Steffan Vigano
Booth Creek Ski Holdings
Information Technologies
http://www.boothcreek.com






From talklists at index-s.de  Fri Jan 24 20:16:22 2003
From: talklists at index-s.de (Stefan Seiz)
Date: Sat, 25 Jan 2003 02:16:22 +0100
Subject: [rt-users] Re:  Providing Time Worked via Email
In-Reply-To: <3E319267.2060100@boothcreek.com>
Message-ID: <BA57A3F6.1CD4F%talklists@index-s.de>

On 24.1.2003 20:22 Uhr, Steffan Vigano <svigano at boothcreek.com> wrote:

> Nice name.  This is how we do it in Template for AdminCC's on ticket
> being resolved:
> 
> Subject: WorkOrder #{$Ticket->id} Resolved
> 
>         ---  WorkOrder #{$Ticket->id} Resolved  ---
> 
>    Subject:  {$Transaction->Subject || $Ticket->Subject || "(No
> subject given)"}
> Requestors:  {$Ticket->Requestors->EmailsAsString()}
>      Owner:  {$Ticket->OwnerObj->Name}
> Time Worked:  {$Ticket->TimeWorked} Minutes
> Created On:  {$Ticket->Created}
> Transaction:  {$Transaction->Description}
>      Queue:  {$Ticket->QueueObj->Name}
> Ticket URL:  {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

Hi,
thanks for the reply. I am sorry I didn't make this clear enough.
I am NOT looking for ways to get BACK the time worked of a ticket via EMAIL.

I want to SUBMIT a VALUE (Munites) to the RT_Database via Email which get's
ADDED to the TIME-Worked of the ticket I am replying to (via mail). Similar
to the formfield which exists in the REPLY to a Ticket FORm in the
WebuserInterface...

--
<http://www.StefanSeiz.com>
Spamto: <bin at imd.net>



From gdmalet at ist.uwaterloo.ca  Sat Jan 25 18:29:10 2003
From: gdmalet at ist.uwaterloo.ca (Giles Malet - IST)
Date: 25 Jan 2003 18:29:10 -0500
Subject: [rt-users] Searching with RT "hangs"
In-Reply-To: <JDEMKKMKMAAPCNHIBFLGOEMGEDAA.jdeberry@townnews.com>
References: <JDEMKKMKMAAPCNHIBFLGOEMGEDAA.jdeberry@townnews.com>
Message-ID: <m3bs24yfjt.fsf@tux.uwaterloo.ca>

"John DeBerry" <jdeberry at townnews.com> writes:

> I am having an elusive problem with RT 2.0.15. It "hangs" sometimes when
> displaying a search result

We have a similar problem, with a similar setup. I turned on "slow"
logging on mysql and confirmed that it is searches doing it, usually
pretty hairy ones. Somewhere (can't remember where) I read that this
behaviour is triggered when a query results in more than one join to
the Watcher's table. MySQL is not stuck, it's just doing huge amounts
of processing. If you leave it long enough it will proceed, logging
that it searched thousands of records.... Example below, note that
before we killed it it ran for 1020 seconds = 17 minutes on an

vendor_id       : GenuineIntel
model name      : Intel(R) Pentium(R) 4 CPU 1.60GHz
stepping        : 4
cpu MHz         : 1607.112
cache size      : 512 KB

Not sure who's to blame. Poorly constructed SQL queries from RT, or
MySQL doing something silly?

Still searching for answers myself.

gdm


# Time: 030124 15:40:53
# User at Host: rt2_user[rt2_user] @ localhost []
# Query_time: 1020  Lock_time: 0  Rows_sent: 0  Rows_examined: 54377
SELECT DISTINCT main.* FROM Tickets main, Watchers Watchers_1, Watchers Watchers_3 LEFT JOIN Users as Users_2  ON  Watchers_1.Owner = Users_2.id LEFT JOIN Users as Users_4  ON  Watchers_3.Owner = Users_4.id  WHERE ((Watchers_3.Type = 'Requestor')) AND ((Watchers_3.Scope = 'Ticket')) AND ((main.EffectiveId = main.id)) AND ((Watchers_1.Scope = 'Ticket')) AND ((Watchers_1.Type = 'Requestor')) AND ((main.Queue = '23')OR(main.Queue = '25')) AND ((Watchers_1.Email LIKE '%alfred%')OR(Users_2.EmailAddress LIKE '%alfred%')OR(Watchers_3.Email LIKE '%alfred%')OR(Users_4.EmailAddress LIKE '%alfred%'))  AND main.id = Watchers_1.Value  AND main.id = Watchers_3.Value  ORDER BY main.id DESC LIMIT 50;


From feronti at msn.com  Sun Jan 26 07:11:48 2003
From: feronti at msn.com (Gregory Symons)
Date: Sun, 26 Jan 2003 07:11:48 -0500
Subject: [rt-users] Problems starting apache after installing RT
Message-ID: <F30RydC3hSsxLtBH49K00000cb2@hotmail.com>

OK, I've been banging my head against this for over an hour and can't seem 
to get anywhere. I'm sure I'm missing something obvious at this point, and 
just need someone else's eyes to look at it:)

I've got rt installed on apache 1.3.23 with modperl 1.26, and I've 
configured a vhost to run rt. However, when I try to start apache, I get the 
following error:

Syntax error on line 1580 of /etc/httpd/httpd.conf:
config.pm did not return a true value at /opt/rt/bin/webmux.pl line 39.
BEGIN failed--compilation aborted at /opt/rt/bin/webmux.pl line 39.
Compilation failed in require at (eval 167) line 1.

I've copied the relevant section of httpd.conf and all of config.pm (with 
passwords changed:) below:

--------BEGIN httpd.conf----------
<VirtualHost rt.veil.homeip.net>
    DocumentRoot /opt/rt/WebRT/html
    ServerName rt.example.com
    PerlRequire /opt/rt/bin/webmux.pl
    <Location />
        SetHandler perl-script
        PerlHandler RT::Mason
    </Location>
</VirtualHost>
---------End httpd.conf-----------

# $Header: /raid/cvsroot/rt/etc/config.pm,v 1.18 2002/07/13 04:00:53 jesse 
Exp $

package RT;

# {{{ Base Configuration

# $rtname the string that RT will look for in mail messages to
# figure out what ticket a new piece of mail belongs to

# Your domain name is recommended, so as not to pollute the namespace.
# once you start using a given tag, you should probably never change it.
# (otherwise, mail for existing tickets won't get put in the right place

$rtname="rt.veil.homeip.net";

# You should set this to your organization's DNS domain. For example,
# fsck.com or asylum.arkham.ma.us. It's used by the linking interface to
# guarantee that ticket URIs are unique and easy to construct.

$Organization = "rt.veil.homeip.net";

# $user_passwd_min defines the minimum length for user passwords. Setting
# it to 0 disables this check
$MinimumPasswordLength = "5";

# $Timezone is used to convert times entered by users into GMT and back 
again
# It should be set to a timezone recognized by your local unix box.
$Timezone =  'US/Eastern';

# LogDir is where RT writes its logfiles.
# This directory should be writable by your rt group
$LogDir = "/tmp";

# }}}

# {{{ Database Configuration

# Database driver beeing used - i.e. MySQL.
$DatabaseType="mysql";

# The domain name of your database server
# If you're running mysql and it's on localhost,
# leave it blank for enhanced performance
$DatabaseHost="localhost";

# The port that your database server is running on.  Ignored unless it's
# a positive integer. It's usually safe to leave this blank
$DatabasePort="";


#The name of the database user (inside the database)
$DatabaseUser='rt_user';

# Password the DatabaseUser should use to access the database
$DatabasePassword='pw';


# The name of the RT's database on your database server
$DatabaseName='rt2';

# If you're using Postgres and have compiled in SSL support,
# set DatabaseRequireSSL to 1 to turn on SSL communication
$DatabaseRequireSSL=undef;

# }}}

# {{{ Incoming mail gateway configuration


# OwnerEmail is the address of a human who manages RT. RT will send
# errors generated by the mail gateway to this address.  This address
# should _not_ be an address that's managed by your RT instance.

$OwnerEmail = 'feronti at msn.com';

# If $LoopsToRTOwner is defined, RT will send mail that it believes
# might be a loop to $RT::OwnerEmail

$LoopsToRTOwner = 1;

# If $StoreLoopss is defined, RT will record messages that it believes
# to be part of mail loops.
# As it does this, it will try to be careful not to send mail to the
# sender of these messages

$StoreLoops = undef;


# $MaxAttachmentSize sets the maximum size (in bytes) of attachments stored
# in the database.

# For mysql and oracle, we set this size at 10 megabytes.
# If you're running a postgres version earlier than 7.1, you will need
# to drop this to 8192. (8k)

$MaxAttachmentSize = 10000000;

# $TruncateLongAttachments: if this is set to a non-undef value,
# RT will truncate attachments longer than MaxAttachmentLength.

$TruncateLongAttachments = undef;


# $DropLongAttachments: if this is set to a non-undef value,
# RT will silently drop attachments longer than MaxAttachmentLength.

$DropLongAttachments = undef;

# If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
# Ticket 'Cc' watchers from the To and Cc lines of incoming messages
# Be forewarned that if you have _any_ addresses which forward mail to
# RT automatically and you enable this option without modifying
# "IsRTAddress" below, you will get yourself into a heap of trouble.
# And well, this is free software, so there isn't a warrantee, but
# I disclaim all ability to help you if you do enable this without
# modifying IsRTAddress below.

$ParseNewMessageForTicketCcs = undef;

# IsRTAddress is used to make sure RT doesn't add itself as a ticket CC if
# the setting above is enabled.

sub IsRTAddress {
    my $address = shift;

    # Example: the following rule would tell RT not to Cc
    #	"tickets at noc.example.com"
    # return(1) if ($address =~ /^tickets\@noc.example.com$/i);

    return(undef)
}

# CanonicalizeAddress converts email addresses into canonical form.
# it takes one email address in and returns the proper canonical
# form. You can dump whatever your proper local config is in here

sub CanonicalizeAddress {
    my $email = shift;
    # Example: the following rule would treat all email
    # coming from a subdomain as coming from second level domain
    # foo.com
    #$email =~ s/\@(.*).foo.com/\@foo.com/;
    return ($email)
}

# If $LookupSenderInExternalDatabase is defined, RT will attempt to
# verify the incoming message sender with a known source, using the
# LookupExternalUserInfo routine below

$LookupSenderInExternalDatabase = undef;

# If $SenderMustExistInExternalDatabase is true, RT will refuse to
# create non-privileged accounts for unknown users if you are using
# the "LookupSenderInExternalDatabase" option.
# Instead, an error message will be mailed and RT will forward the
# message to $RTOwner.
#
# If you are not using $LookupSenderInExternalDatabase, this option
# has no effect.
#
# If you define an AutoRejectRequest template, RT will use this
# template for the rejection message.

$SenderMustExistInExternalDatabase = undef;

# LookupExternalUserInfo is a site-definable method for synchronizing
# incoming users with an external data source.
#
# This routine takes a tuple of EmailAddress and FriendlyName
# 	EmailAddress is the user's email address, ususally taken from
#  		an email message's From: header.
# 	FriendlyName is a freeform string, ususally taken from the "comment"
#		portion	of an email message's From: header.
#
# It returns (FoundInExternalDatabase, ParamHash);
#
#   FoundInExternalDatabase must  be set to 1 before return if the user was
#   found in the external database.
#
#   ParamHash is a Perl parameter hash which can contain at least the 
following
#   fields. These fields are used to populate RT's users database when the 
user
#   is created
#
# 	EmailAddress is the email address that RT should use for this user.
# 	Name is the 'Name' attribute RT should use for this user.
#   	     'Name' is used for things like access control and user lookups.
# 	RealName is what RT should display as the user's name when displaying
#   	     'friendly' names

sub LookupExternalUserInfo {
  my ($EmailAddress, $RealName) = @_;

  my $FoundInExternalDatabase = 1;
  my %params = {};

  #Name is the RT username you want to use for this user.
  $params{'Name'} = $EmailAddress;
  $params{'EmailAddress'} = $EmailAddress;
  $params{'RealName'} = $RealName;

  # See RT's contributed code for examples.
  # http://www.fsck.com/pub/rt/contrib/
  return ($FoundInExternalDatabase, %params);
}

# }}}

# {{{ Outgoing mail configuration

# RT is designed such that any mail which already has a ticket-id associated
# with it will get to the right place automatically.

# $CorrespondAddress and $CommentAddress are the default addresses
# that will be listed in From: and Reply-To: headers of correspondence
# and comment mail tracked by RT, unless overridden by a queue-specific
# address.

$CorrespondAddress='feronti at msn.com';

$CommentAddress='feronti at msn.com';


#Sendmail Configuration

# $MailCommand defines which method RT will use to try to send mail
# We know that 'sendmailpipe' works fairly well.
# If 'sendmailpipe' doesn't work well for you, try 'sendmail'
#
# Note that you should remove the '-t' from $SendmailArguments
# if you use 'sendmail rather than 'sendmailpipe'

$MailCommand = 'sendmailpipe';

# $SendmailArguments defines what flags to pass to $Sendmail
# assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand 
above.
# If you picked 'sendmailpipe', you MUST add a -t flag to $SendmailArguments

# These options are good for most sendmail wrappers and workalikes
$SendmailArguments="-oi -t";

# These arguments are good for sendmail brand sendmail 8 and newer
#$SendmailArguments="-oi -t -ODeliveryMode=b -OErrorMode=m";

# If you selected 'sendmailpipe' above, you MUST specify the path
# to your sendmail binary in $SendmailPath.
# !! If you did not # select 'sendmailpipe' above, this has no effect!!
$SendmailPath = "/usr/sbin/sendmail";

# RT can optionally set a "Friendly" 'To:' header when sending messages to
# Ccs or AdminCcs (rather than having a blank 'To:' header.

# This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL
# If you are using sendmail, rather than postfix, qmail, exim or some other 
MTA,
# you _must_ disable this option.

$UseFriendlyToLine = 0;


# }}}

# {{{ Logging

# Logging.  The default is to log anything except debugging
# information to a logfile.  Check the Log::Dispatch POD for
# information about how to get things by syslog, mail or anything
# else, get debugging info in the log, etc.

#  It might generally make
# sense to send error and higher by email to some administrator.
# If you do this, be careful that this email isn't sent to this RT instance.


# the minimum level error that will be logged to the specific device.
# levels from lowest to highest:
#  debug info notice warning error critical alert emergency


#  Mail loops will generate a critical log message.

$LogToScreen = 'error';
$LogToFile = 'error';
$LogDir='/var/log/rt';
#$LogToFileNamed = "$LogDir/rt.log.".$$.".".$<; #log to rt.log.<pid>.<user>
$LogToFileNamed = "$LogDir/rt.log".$<; #log to rt.log.user;

# }}}

# {{{ Web interface configuration



# Define the directory name to be used for images in rt web
# documents.

# If you're putting the web ui somewhere other than at the root of
# your server
# $WebPath requires a leading / but no trailing /

$WebPath = "";

# This is the Scheme, server and port for constructing urls to webrt
# $WebBaseURL doesn't need a trailing /

$WebBaseURL = "http://rt.veil.homeip.net:80";

$WebURL = $WebBaseURL . $WebPath . "/";



# $WebImagesURL points to the base URL where RT can find its images.
# If you're running the FastCGI version of the RT web interface,
# you should make RT's WebRT/html/NoAuth/images directory available on
# a static web server and supply that URL as $WebImagesURL.

$WebImagesURL = $WebURL."NoAuth/images/";

# $RTLogoURL points to the URL of the RT logo displayed in the web UI

$LogoURL = $WebImagesURL."rt.jpg";

# If $WebExternalAuth is defined, RT will defer to the environment's
# REMOTE_USER variable.

$WebExternalAuth = undef;

# $MasonComponentRoot is where your rt instance keeps its mason html files
# (this should be autoconfigured during 'make install' or 'make upgrade')

$MasonComponentRoot = "/opt/rt/WebRT/html";

# $MasonLocalComponentRoot is where your rt instance keeps its site-local
# mason html files.
# (this should be autoconfigured during 'make install' or 'make upgrade')

$MasonLocalComponentRoot = "/opt/rt/local/WebRT/html";

# $MasonDataDir Where mason keeps its datafiles
# (this should be autoconfigured during 'make install' or 'make upgrade')

$MasonDataDir = "/opt/rt/WebRT/data";

# RT needs to put session data (for preserving state between connections
# via the web interface)
$MasonSessionDir = "/opt/rt/WebRT/sessiondata";



#This is from tobias' prototype web search UI. it may stay and it may go.
%WebOptions=
    (
     # This is for putting in more user-actions at the Transaction
     # bar.  I will typically add "Enter bug in Bugzilla" here.:
     ExtraTransactionActions => sub { return ""; },

     # Here you can modify the list view.  Be aware that the web
     # interface might crash if TicketAttribute is wrongly set.

     QueueListingCols =>
      [
       { Header     => 'Id',
	 TicketLink => 1,
	 TicketAttribute => 'Id'
	 },

      { Header     => 'Subject',
	 TicketAttribute => 'Subject'
	 },
       { Header => 'Requestor(s)',
	 TicketAttribute => 'RequestorsAsString'
	 },
       { Header => 'Status',
	 TicketAttribute => 'Status'
	 },


       { Header => 'Queue',
	 TicketAttribute => 'QueueObj->Name'
	 },



       { Header => 'Told',
	 TicketAttribute => 'ToldObj->AgeAsString'
	 },

       { Header => 'Age',
	 TicketAttribute => 'CreatedObj->AgeAsString'
	 },

       { Header => 'Last',
	 TicketAttribute => 'LastUpdatedObj->AgeAsString'
	 },

       # TODO: It would be nice with a link here to the Owner and all
       # other request owned by this Owner.
       { Header => 'Owner',
	 TicketAttribute => 'OwnerObj->Name'
       },


       { Header     => 'Take',
	 TicketLink => 1,
	 Constant   => 'Take',
	 ExtraLinks => '&Action=Take'
	 },

      ]
     );

# }}}

# {{{ RT Linking Interface

# $TicketBaseURI is the Base path of the URI for local tickets

# You shouldn't need to touch this. it's used to link tickets both locally
# and remotely

$TicketBaseURI = "fsck.com-rt://$Organization/$rtname/ticket/";

# A hash table of conversion subs to be used for transforming RT Link
# URIs to URLs in the web interface.  If you want to use RT towards
# locally installed databases, this is the right place to configure it.

%URI2HTTP=
    (
      'http' => sub {return @_;},
      'https' => sub {return @_;},
      'ftp' => sub {return @_;},
     'fsck.com-rt' => sub {warn "stub!";},
     'mozilla.org-bugzilla' => sub {warn "stub!"},
     'fsck.com-kb' => sub {warn "stub!"}
     );


# A hash table of subs for fetching content from an URI
%ContentFromURI=
    (
     'fsck.com-rt' => sub {warn "stub!";},
     'mozilla.org-bugzilla' => sub {warn "stub!"},
     'fsck.com-kb' => sub {warn "stub!"}
     );

# }}}

# {{{ No User servicable parts inside

############################################
############################################
############################################
#
#  Don't edit anything below this line unless you really know
#  what you're doing
#
#
############################################
############################################

# TODO: get this stuff out of the config file and into RT.pm

#Set up us the timezone
$ENV{'TZ'} = $Timezone; #TODO: Bogus hack to deal with Date::Manip whining

# Configure sendmail if we're using Entity->send('sendmail')
if ($MailCommand eq 'sendmail') {
    $MailParams = $SendmailArguments;
}



# }}}







_________________________________________________________________
The new MSN 8: advanced junk mail protection and 2 months FREE*  
http://join.msn.com/?page=features/junkmail



From h.bartels at dhms.net  Sun Jan 26 08:09:53 2003
From: h.bartels at dhms.net (Huet Bartels)
Date: Sun, 26 Jan 2003 13:09:53 -0000
Subject: [rt-users] CC field does not work
In-Reply-To: <20030124182502.24602.70711.Mailman@pallas.eruditorum.org>
Message-ID: <LGEHIBJGFLJJJMKBIMPBIEHLDKAA.h.bartels@dhms.net>

Hi,

I have checked the default Correspondence template, and it has the following
in the body.

{$Transaction->Content()}

Is this correct?

The queue in question has the following scripts attached as global.

OnCreate AutoreplyToRequestors with template Autoreply
OnCreate NotifyAdminCcs with template Transaction
OnCorrespond NotifyAllWatchers with template Correspondence
OnCorrespond NotifyOtherRecipients with template Correspondence

So if I am correct the last script is what is actioned when a CC email
address is added.  I am missing
something else.

Thank you all for you time and effort.

regards

Huet

> Date: Fri, 24 Jan 2003 08:08:31 +1000
> From: Phil Homewood <pdh at snapgear.com>
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] CC field does not work
>
> Huet Bartels wrote:
> > you add email address to the CC field for ticket, they do not
> get sent. They
> > do not even show
> > up on the mailq, only the watchers and requester get sent.
>
> Check your Scrips, in particular those that NotifyOtherRecipients.
>
> http://fsck.com/rtfm/article.html?id=2#215
> --
> 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 bruce_campbell at ripe.net  Sun Jan 26 17:48:32 2003
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sun, 26 Jan 2003 23:48:32 +0100 (CET)
Subject: [rt-users] Searching with RT "hangs"
In-Reply-To: <JDEMKKMKMAAPCNHIBFLGOEMGEDAA.jdeberry@townnews.com>
Message-ID: <Pine.LNX.4.44.0301262347270.12340-100000@x22.ripe.net>

On Fri, 24 Jan 2003, John DeBerry wrote:

> I am having an elusive problem with RT 2.0.15. It "hangs" sometimes when
> displaying a search result (i.e., the user's browser sits and spins), and I
> have to restart MySQL to get it going again.

Table level locking stopping (eventually) all queries to wait.  Try innodb
type tables (may require an SQL server upgrade).

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security



From bruce at webfarm.co.nz  Sun Jan 26 23:10:10 2003
From: bruce at webfarm.co.nz (Bruce)
Date: Mon, 27 Jan 2003 17:10:10 +1300
Subject: [rt-users] User sig.
Message-ID: <5.1.0.14.0.20030127170902.024c00e8@bigblue>

Hi,

Has anyone made a modification that will give the option for a user to have 
their signature on the top (before the quote) or bottom (after the quote) 
of a reply to message.

Cheers,




From lynoure at otaverkko.fi  Mon Jan 27 03:09:17 2003
From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=)
Date: 27 Jan 2003 10:09:17 +0200
Subject: [rt-users] User sig.
In-Reply-To: <5.1.0.14.0.20030127170902.024c00e8@bigblue>
References: <5.1.0.14.0.20030127170902.024c00e8@bigblue>
Message-ID: <1043654957.12468.9.camel@isis>

On Mon, 2003-01-27 at 06:10, Bruce wrote:

> Has anyone made a modification that will give the option for a user to have 
> their signature on the top (before the quote) or bottom (after the quote) 
> of a reply to message.

Why would you want that? Putting the signature on the top will cause
most MUAs to discard everything below that when replying. That is,
everything in the e-mail, making quoting very difficult.

If you want it because you want to support the users' tendency to top
post, please see http://www.caliburn.nl/topposting.html before
continueing. 
 
(All possible flames about this e-mail should be sent directly to me,
not to the list.)

-- 
Lynoure Rajam?ki
lynoure at otaverkko.fi



From rghf at fsck.me.uk  Mon Jan 27 06:51:38 2003
From: rghf at fsck.me.uk (Rus Foster)
Date: Mon, 27 Jan 2003 11:51:38 +0000 (GMT)
Subject: [rt-users] Newbie Questions
Message-ID: <20030127115118.U21149-100000@freebsd.rf0.com>

Hi All,
I've managed to install  RT and it all seems to be working. However I've
got a couple of questions on the config

1) I'm trying to work out if there is a way that when a ticket comes in to
the queue called support that a certain group of people are notified. I've
had a look at the Watchers but during testing it only seems to show when
someone reply and then the person is CC's. I would rather they were Bcc'd

2) Is there a way to disable the auto-reply for just one queue?

Rgds

Rus
--
http://www.65535.net | MSN: support at 65535.net
Lifetime Linux or FreeBSD account: $100 || Lifetime Hosting: $150
Offsite Backups - Remote System Monitoring





From Robert.Grasso at cedrat.com  Mon Jan 27 07:13:01 2003
From: Robert.Grasso at cedrat.com (Robert Grasso)
Date: Mon, 27 Jan 2003 13:13:01 +0100
Subject: [rt-users] deleting items ?
Message-ID: <NGBBLJJLDKGDEEDPHOBACEJADLAA.Robert.Grasso@cedrat.com>

Hello,

I am installing RT v2.0.15 on RedHat 7.2. As, currently, we cannot remove -
or archive - several items, such as users, or tickets : is it possible to
remove : users or tickets, directly from within the MySql database ? I mean,
is there a risk that some data elsewhere would need to be updated, and then
is there a risk that RT goes mad ? Well, I found in the lists that removing
a user should be possible, taking care that tickets associated to that user
are updated. I need to remove test users before giving RT to our support
staff.

Now what about removing tickets themselves ? This would be for archival
purpose.

  .-.   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 mark at summersault.com  Mon Jan 27 09:18:43 2003
From: mark at summersault.com (Mark Stosberg)
Date: Mon, 27 Jan 2003 09:18:43 -0500 (EST)
Subject: [rt-users] Newbie Questions
In-Reply-To: <20030127115118.U21149-100000@freebsd.rf0.com>
References: <20030127115118.U21149-100000@freebsd.rf0.com>
Message-ID: <Pine.BSF.4.51.0301270911550.19201@nollie.summersault.com>

> 1) I'm trying to work out if there is a way that when a ticket comes in to
> the queue called support that a certain group of people are notified.

Yes. Go to:
"Configuration: Queues: support: watchers"

then use the "new watchers" search interface to add users to the
"AdminCC" group.

In the "Scrips" section, you may verify that this Scrip is being run:

"OnCreate NotifyAdminCcs with template Transaction"

  Mark

http://mark.stosberg.com/


From sergio at winc.net  Mon Jan 27 11:00:02 2003
From: sergio at winc.net (Sergio Cesar)
Date: Mon, 27 Jan 2003 10:00:02 -0600
Subject: [rt-users] change/modify tickets
Message-ID: <BKEPIJCDCFIIFAILNMPHIEBKELAA.sergio@winc.net>

As an admin of the system, how can I change the subject, sender and the
content of a ticket?

1- At times a ticket comes from a template form in a web server or such and
I would like to change the "requestor" email address so reply will go to the
correct requestor.
2- At times it would be nice to edit out the content of the original ticket
to remove offensive language, fix spelling error etc.
3- How do I set the start and due date automatically when the ticket is
created?

Thanks

Sergio



From lacy at cts.wustl.edu  Mon Jan 27 11:30:33 2003
From: lacy at cts.wustl.edu (Samantha Lacy)
Date: Mon, 27 Jan 2003 10:30:33 -0600
Subject: [rt-users] [Fwd: Returned mail: see transcript for details]
Message-ID: <3E355EA9.93CDC17A@cts.wustl.edu>

I installed RT back in September, but didn't really have a chance to
work with figuring out what the error that I am attaching means.  After
beginning my search, the only real thing that I had found pertainted to
possible permissions on the queue.  I  double checked the permissions
for the queue, and they seem ok.  Also I saw a message about testing the
rt-mailgate interactively.  How do you go about doing that?

I am using Sendmail 8.12.4, and I don't have the smrsh configured for
our systems.

Any help with this would be great.  I have scanned the FAQ on-line and
looked through the archives for rt-users.

Thanks in advance,

Samantha


--

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
Samantha Lacy
Computing Technology Services
Unix Systems Administrator
lacy at cts.wustl.edu
314.935.5882 - Phone
314.935.7302 - Fax
Office: 406d Lopata Hall


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From map at eecs.berkeley.edu  Mon Jan 27 12:31:56 2003
From: map at eecs.berkeley.edu (Mike Patterson)
Date: Mon, 27 Jan 2003 09:31:56 -0800
Subject: [rt-users] Re: (Netscape 4.x) replying to correspondence is blank
References: <20030123010002.711.80864.Mailman@pallas.eruditorum.org>
Message-ID: <3E356D0C.4060909@eecs.berkeley.edu>

I was able to find a solution and wanted to share it.
I hope this doesn't violate a RFC regarding Message-ID format.

 From what I understand the Message-ID field should be somewhat 
random/unique and also include some information (e.g. name of your 
organization).  I don't know why it was dropping the Message-ID with my 
setup (maybe combination of scrips...or our sendmail setup?).  So I made 
the Message-ID somewhat simpler and my weird behavior with Netscape 4.x 
clients (e.g. no Message-ID, so when replying message was blank) go away.

the file /path/to/rt2/lib/RT/Action/SendEmail.pm

-----------------original (minus comments)------------------------------
sub SetMessageID {
   my $self = shift;

   $self->SetHeader
     ('Message-ID', "<rt-".$self->TicketObj->id().
      "-".
      $self->TransactionObj->id()."." .rand(20) . 
"\@".$RT::Organization.">")
       unless $self->TemplateObj->MIMEObj->head->get('Message-ID');
}

-----------------My modified section-----------------------------------
sub SetMessageID {
   my $self = shift;

  $self->SetHeader
     ('Message-ID', "<rt-".$self->TicketObj->id()."-".rand(20).">")
       unless $self->TemplateObj->MIMEObj->head->get('Message-ID');
}
-----------------------------------------------------------------------



From bruce at webfarm.co.nz  Mon Jan 27 14:38:27 2003
From: bruce at webfarm.co.nz (Bruce)
Date: Tue, 28 Jan 2003 08:38:27 +1300
Subject: [rt-users] User sig.
In-Reply-To: <1043654957.12468.9.camel@isis>
References: <5.1.0.14.0.20030127170902.024c00e8@bigblue>
 <5.1.0.14.0.20030127170902.024c00e8@bigblue>
Message-ID: <5.1.0.14.0.20030128083720.00ba4890@bigblue>

Hi,

At 10:09 AM 1/27/2003 +0200, you wrote:
>On Mon, 2003-01-27 at 06:10, Bruce wrote:
>
>> Has anyone made a modification that will give the option for a user to have 
>> their signature on the top (before the quote) or bottom (after the quote) 
>> of a reply to message.
>
>Why would you want that? Putting the signature on the top will cause
>most MUAs to discard everything below that when replying. That is,
>everything in the e-mail, making quoting very difficult.
>If you want it because you want to support the users' tendency to top
>post, please see http://www.caliburn.nl/topposting.html before
>continueing. 
>
>--  8<-- To quote this URL: -- 8<--
>In addition to bottom-posting, it is customary to leave out non-relevant parts of the message with regard to the reply, and to put the reply directly beneath the quoted relevant parts. 
>-- 8<--
>We deal with support users, some of which if you said newsgroup/usenet or even FTP to they would get confused. We deal with the wonderfulness of RTs system of quoting an entire message so that you can 'bottom-post', however have you ever tried to scroll through 400 lines of quoting to write a message?
>
>By preference I normally cut out lines that are not required and reply after any qouting (with a few blank lines to show where the reply is) but when it comes to RT Emails this is inpossible. If the sig was placed at the top of the message then the message will still be qouted but only up to where the last sig starts, which is fine as if no modifications have been made to the message the older quoting will be removed from the post when the user hits reply.
>
>Just to make a point if you reply to this message would you want me to goto the bottom leave everything the same and let you parse through the message I had quoted but not used?
>
>Do you understand why this feature would be better for us? Also note I already know how to modify RT to place the sig at the top, but I wanted an option to allow it to be selected.
>
>Cheers,

-- 
Bruce
Customer Service
www.webfarm.co.nz
www.freeparking.co.nz




From danielf at supportteam.net  Mon Jan 27 15:58:12 2003
From: danielf at supportteam.net (Daniel F. Chief Security Engineer -)
Date: Mon, 27 Jan 2003 14:58:12 -0600
Subject: [rt-users] Blank tickets in RT2
Message-ID: <200301271458.12560.danielf@supportteam.net>

Over the weekend I started getting blank tickets in RT. 
Actually the ticket creation is completely normal but there is nothing in the 
history part of the ticket. I get the requestor and all the other info in the 
other sections but nothing in the history part of the ticket. So I assume 
this has something to do with the Attachments table. 

Im using ext3 which should allow for files up to 2TB, the Attachments.MYD file 
is 4GB right now. I did not see anything related to file size but figured I 
would ask. I looked for file size issues related to Mysql and RT2 but did not 
see anything. 

Also on a separate note how would you archive old tickets and still be able to 
search through them. I currently have about 25000 tickets in my database. 

Thanks for any help you can give me. 



-- 
Daniel Fairchild - Chief Security Engineer | danielf at supportteam.net


From mrz at intelenet.net  Mon Jan 27 16:10:25 2003
From: mrz at intelenet.net (matthew zeier)
Date: Mon, 27 Jan 2003 13:10:25 -0800
Subject: [rt-users] feature request or "how to do this"
References: <017e01c2c30e$488501f0$6d180a0a@MRZTP>
Message-ID: <040f01c2c648$83518d20$6d180a0a@MRZTP>

Here's my take on solving this - readme file is tacked on below.  I'd be
interested in any feedback or improvements.

http://www.intelenet.net/contrib/rt-mesage-broker.tgz


//
// RT Message Broker - Copyright 2003 Matthew Zeier <mrz at intelenet.net>
// Distributed under Version 2 of the GNU General Public License.
//

Introduction
------------

RT Message Broker is meant as a holding ground for incoming messages
from automated sources (HP Openview, for instance) before items become
actual tickets.  The NOC's responisibility is to watch this window and
discard any non-ticketable events or create tickets.

In my environment, HPOV and other automated systems email
rt-mb at intelenet.net.  The Message Broker logs into the rt-mb IMAP
account and acts simply as a method to bounce real ticketable items to
RT and discard those that aren't.  This has an added benefit of letting
the NOC discard spam before creating tickets.

I acknowledge there may be a better way to do this.  This was tossed
together in a couple hours and could stand some improvements.

----- Original Message -----
From: "matthew zeier" <mrz at intelenet.net>
To: <rt-users at lists.fsck.com>
Sent: Thursday, January 23, 2003 10:36 AM
Subject: [rt-users] feature request or "how to do this"


>
> We have an MSP group that's using dcl for their ticketing system and one
> feature they have that my guys have asked for is a sort of holding queue
for
> tickets to go first before deciding if they are actual ticketable items.
>
> We get a lot of automated alerts to RT (by design) and not all of them
need
> to be ticketable.  If there was a way to hold items for the NOC to review
> and select which ones to discard and which ones to accept, that'd be
great.
>
> Or perhaps there's already a way to do this?
>
>
> --
> matthew zeier                        | "Nothing in life is to be feared.
> InteleNet Communications, Inc.       |  It is only to be understood."
> (949) 784-7904                       |       - Marie Curie
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>



From danielf at supportteam.net  Mon Jan 27 17:03:08 2003
From: danielf at supportteam.net (Daniel F. Chief Security Engineer -)
Date: Mon, 27 Jan 2003 16:03:08 -0600
Subject: [rt-users] Blank tickets in RT2
In-Reply-To: <200301271458.12560.danielf@supportteam.net>
References: <200301271458.12560.danielf@supportteam.net>
Message-ID: <200301271603.08265.danielf@supportteam.net>

I found my problem the Attachments tables is full the default table size is 
4gb im at 4gb now so i have to increase the table size. 

DOH!

On Monday 27 January 2003 14:58, Daniel F. Chief Security Engineer - wrote:
> Over the weekend I started getting blank tickets in RT.
> Actually the ticket creation is completely normal but there is nothing in
> the history part of the ticket. I get the requestor and all the other info
> in the other sections but nothing in the history part of the ticket. So I
> assume this has something to do with the Attachments table.
>
> Im using ext3 which should allow for files up to 2TB, the Attachments.MYD
> file is 4GB right now. I did not see anything related to file size but
> figured I would ask. I looked for file size issues related to Mysql and RT2
> but did not see anything.
>
> Also on a separate note how would you archive old tickets and still be able
> to search through them. I currently have about 25000 tickets in my
> database.
>
> Thanks for any help you can give me.

-- 
Daniel Fairchild - Chief Security Engineer | danielf at supportteam.net
The distance between nothing and infinity is always the same no matter how 
close you get to nothing.


From pdh at snapgear.com  Mon Jan 27 17:43:51 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 28 Jan 2003 08:43:51 +1000
Subject: [rt-users] Problems starting apache after installing RT
In-Reply-To: <F30RydC3hSsxLtBH49K00000cb2@hotmail.com>
References: <F30RydC3hSsxLtBH49K00000cb2@hotmail.com>
Message-ID: <20030127224351.GB481@luggage.internal.moreton.com.au>

Gregory Symons wrote:
> Syntax error on line 1580 of /etc/httpd/httpd.conf:
> config.pm did not return a true value at /opt/rt/bin/webmux.pl line 39.
> BEGIN failed--compilation aborted at /opt/rt/bin/webmux.pl line 39.
> Compilation failed in require at (eval 167) line 1.

You deleted the last line from your config.pm. It should read:

1;




From gerard.faucheux at telapexinc.com  Mon Jan 27 17:52:27 2003
From: gerard.faucheux at telapexinc.com (Gerard Faucheux)
Date: Mon, 27 Jan 2003 16:52:27 -0600
Subject: [rt-users] Is there something like KeywordsAsString?
Message-ID: <011101c2c656$c3ffbf00$74dca8c0@faucheux.telapexinc.com>

I have been able to add Priority to the Listing.html page and rearrange some columns to make it better fit our needs, but have not been able to figure out how to add a Keyword to this list.  Is there something like KeywordsAsString similar to RequestorsAsString that could be referenced in the config.pm file to accomplish this?
We are running 2.0.13.

Thanks,
Gerard
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From pdh at snapgear.com  Mon Jan 27 20:14:16 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 28 Jan 2003 11:14:16 +1000
Subject: [rt-users] Re:  Providing Time Worked via Email
In-Reply-To: <BA57A3F6.1CD4F%talklists@index-s.de>
References: <3E319267.2060100@boothcreek.com> <BA57A3F6.1CD4F%talklists@index-s.de>
Message-ID: <20030128011416.GW481@luggage.internal.moreton.com.au>

Stefan Seiz wrote:
> I want to SUBMIT a VALUE (Munites) to the RT_Database via Email which get's
> ADDED to the TIME-Worked of the ticket I am replying to (via mail). Similar
> to the formfield which exists in the REPLY to a Ticket FORm in the
> WebuserInterface...

http://fsck.com/rtfm/article.html?id=5#76

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


From pdh at snapgear.com  Mon Jan 27 21:27:13 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 28 Jan 2003 12:27:13 +1000
Subject: [rt-users] change/modify tickets
In-Reply-To: <BKEPIJCDCFIIFAILNMPHIEBKELAA.sergio@winc.net>
References: <BKEPIJCDCFIIFAILNMPHIEBKELAA.sergio@winc.net>
Message-ID: <20030128022713.GY481@luggage.internal.moreton.com.au>

Sergio Cesar wrote:
> As an admin of the system, how can I change the subject, sender and the
> content of a ticket?

subject: changeable from the "basics" menu/tab when viewing the ticket
sender (aka requestor): changeable from the "people" menu/tab
content: you cannot generally do that.

> 3- How do I set the start and due date automatically when the ticket is
> created?

start is typically set when work is started on the ticket; due is set
by default under Configuration->Queues->queue->"Requests should be due in:"

.... hmm, except that does not seem to work for me. Either I broke
something in the move to Time::ParseDate, or there's a bug....

See the following URL for a possible fix:

http://fsck.com/rt2/Ticket/Display.html?id=1998&user=guest&pass=guest
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Mon Jan 27 21:32:03 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 28 Jan 2003 12:32:03 +1000
Subject: [rt-users] Re: (Netscape 4.x) replying to correspondence is blank
In-Reply-To: <3E356D0C.4060909@eecs.berkeley.edu>
References: <20030123010002.711.80864.Mailman@pallas.eruditorum.org> <3E356D0C.4060909@eecs.berkeley.edu>
Message-ID: <20030128023203.GZ481@luggage.internal.moreton.com.au>

Mike Patterson wrote:
> I hope this doesn't violate a RFC regarding Message-ID format.

Actually...

>  $self->SetHeader
>     ('Message-ID', "<rt-".$self->TicketObj->id()."-".rand(20).">")
>       unless $self->TemplateObj->MIMEObj->head->get('Message-ID');

... yes, it does. RFC 2822, s.3.6.4. Try again? :-)
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Mon Jan 27 21:39:02 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 28 Jan 2003 12:39:02 +1000
Subject: [rt-users] [Fwd: Returned mail: see transcript for details]
In-Reply-To: <3E355EA9.93CDC17A@cts.wustl.edu>
References: <3E355EA9.93CDC17A@cts.wustl.edu>
Message-ID: <20030128023902.GA481@luggage.internal.moreton.com.au>

Samantha Lacy wrote:
> Can't locate object method "new" via package "RT::Handle" at /project/www-cts/htdocs/rt2/lib/RT.pm line 26.

What do you have $DatabaseType set to in config.pm?

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


From pdh at snapgear.com  Mon Jan 27 21:41:41 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 28 Jan 2003 12:41:41 +1000
Subject: [rt-users] Re: (Netscape 4.x) replying to correspondence is blank
In-Reply-To: <3E318416.2060906@eecs.berkeley.edu>
References: <20030122195035.27249.93470.Mailman@pallas.eruditorum.org> <3E318416.2060906@eecs.berkeley.edu>
Message-ID: <20030128024141.GB481@luggage.internal.moreton.com.au>

Mike Patterson wrote:
>   $self->SetHeader
>     ('Message-ID', "<rt-".$self->TicketObj->id().
>      "-".
>      $self->TransactionObj->id()."." .rand(20) . 
> "\@".$RT::Organization.">")
>       unless $self->TemplateObj->MIMEObj->head->get('Message-ID');
> }

I guess this could break if you had a bogus Message-ID header in
your template. Does pain persist if you merely comment out the
"unless" clause?
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Mon Jan 27 22:21:03 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 28 Jan 2003 13:21:03 +1000
Subject: [rt-users] Is there something like KeywordsAsString?
In-Reply-To: <011101c2c656$c3ffbf00$74dca8c0@faucheux.telapexinc.com>
References: <011101c2c656$c3ffbf00$74dca8c0@faucheux.telapexinc.com>
Message-ID: <20030128032102.GD481@luggage.internal.moreton.com.au>

[message reformatted to fit sane screen size]

Gerard Faucheux wrote:
> I have been able to add Priority to the Listing.html page and rearrange
> some columns to make it better fit our needs, but have not been able to
> figure out how to add a Keyword to this list.  Is there something like
> KeywordsAsString similar to RequestorsAsString that could be referenced
> in the config.pm file to accomplish this?

Search the rt-users archives for "keywords listing", this comes
up every now and then and several suggestions have been posted
here....
-- 
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 rt-users at mjch.net  Mon Jan 27 23:40:40 2003
From: rt-users at mjch.net (Malcolm Herbert)
Date: Tue, 28 Jan 2003 15:40:40 +1100
Subject: [rt-users] mail to requestors and owners throughout ticket life
Message-ID: <20030128044039.GD27286@fastmail.fm>

Hi all ... I'm running 2.0.13 and am wanting to use the mail interface
as much as possible for all my tickets.

At the moment I have the following scrips running on my queue (in the
order presented in the interface):

OnCreate AutoreplyToRequestors with template helpdesk Autoreply
OnCorrespond NotifyRequestorsAndCcs with template helpdesk Correspondence
OnResolve NotifyRequestorsAndCcs with template helpdesk Resolved
OnStatus NotifyOwner with template helpdesk StatusChange
OnCreate NotifyAdminCcs with template helpdesk Correspondence
OnCorrespond NotifyOwner with template helpdesk Correspondence
OnComment NotifyOwner with template helpdesk Correspondence

When a new message is received by RT, the requestor receives the
AutoReply as normal, and I receive the message as well since I'm also
the AdminCc for this queue.

After this point if I reply to the AdminCc'd message with my mail
client, or if I reply to the ticket from within the web interface or if the
requestor replies to any of the mail they're received from the system it
won't be delivered to me (it will be added as normal to the call history
and will appear in the web interface). Whether or not I'm the owner of
the ticket doesn't seem to change this behaviour.

The reason this is a problem is that I'd like to be able to use my mail
client for most if not all of the interaction with the requestors, since
I'm already in my mail client most of the day (and it has the ability to
draw my attention to new mail) but I can't seem to get it to happen ...
obviously I will need the web interface for some stuff, but I'd like to
keep it to a minimum.

Also, mail to and from RT doesn't seem to allow threading - is there a
way to get RT to put in an In-Reply-To: or References: header?

Regards,
Malcolm

-- 
Malcolm Herbert                                This brain intentionally
mjch at mjch.net                                                left blank
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From pdh at snapgear.com  Tue Jan 28 01:04:55 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 28 Jan 2003 16:04:55 +1000
Subject: [rt-users] mail to requestors and owners throughout ticket life
In-Reply-To: <20030128044039.GD27286@fastmail.fm>
References: <20030128044039.GD27286@fastmail.fm>
Message-ID: <20030128060455.GK481@luggage.internal.moreton.com.au>

Malcolm Herbert wrote:
> OnCreate AutoreplyToRequestors with template helpdesk Autoreply
> OnCorrespond NotifyRequestorsAndCcs with template helpdesk Correspondence
> OnResolve NotifyRequestorsAndCcs with template helpdesk Resolved
> OnStatus NotifyOwner with template helpdesk StatusChange
> OnCreate NotifyAdminCcs with template helpdesk Correspondence
> OnCorrespond NotifyOwner with template helpdesk Correspondence
> OnComment NotifyOwner with template helpdesk Correspondence
> 
> After this point if I reply to the AdminCc'd message with my mail
> client, or if I reply to the ticket from within the web interface or if the
> requestor replies to any of the mail they're received from the system it
> won't be delivered to me

You don't have any scrip set up to notify you OnCorrespond -- unless
you're the owner or a CC...

> (it will be added as normal to the call history
> and will appear in the web interface). Whether or not I'm the owner of
> the ticket doesn't seem to change this behaviour.

You should still get email notifications when the requestor
replies if you're the owner.

As to not being notified when /you/ reply: see

http://fsck.com/rtfm/article.html?id=5#73

> Also, mail to and from RT doesn't seem to allow threading - is there a
> way to get RT to put in an In-Reply-To: or References: header?

This is actually not quite trivial. While it's not hard to make 
SendEmail.pm construct a list of references from the ticket
history, it will only get *inbound* messages. Messages sent
*from* RT don't get their Message-IDs recorded in the database.
This could be fixed. However, Message-IDs currently contain the 
Ticket ID and Transaction ID; if we're going to store this as
part of the Transaction, we won't have the Transaction ID to
store -- we only get that /after/ we've made the transaction.

Attached is a patch against SendEmail.pm which makes it
add the References header. If anyone wants to tackle the
Message-ID-stored-in-database chicken-and-egg, feel free. The
Message-ID creation will need to be moved from SendEmail.pm
to Ticket.pm, around where the RT-Send-Cc headers are added.
Or maybe not -- anyone got a better idea?
-- 
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: SendEmail.pm
===================================================================
RCS file: /cvs/local/rt/lib/RT/Action/SendEmail.pm,v
retrieving revision 1.3.2.2
diff -u -r1.3.2.2 SendEmail.pm
--- SendEmail.pm	28 Jan 2003 05:58:24 -0000	1.3.2.2
+++ SendEmail.pm	28 Jan 2003 05:58:27 -0000
@@ -236,6 +236,9 @@
 
 sub SetReferences {
   my $self = shift;
+  my $refs;
+
+  my $txns = $self->TicketObj->Transactions;
   
   # TODO: this one is broken.  What is this email really a reply to?
   # If it's a reply to an incoming message, we'll need to use the
@@ -247,9 +250,16 @@
     ('In-Reply-To', "<rt-".$self->TicketObj->id().
      "\@".$RT::rtname.">");
 
-
-  # TODO We should always add References headers for all message-ids
-  # of previous messages related to this ticket.
+  while (my $txn = $txns->Next) {
+    if (defined($txn->Message->First)) {
+      if (defined(my $ref = $txn->Message->First->GetHeader("Message-ID"))) {
+        $refs .= " " . $ref;
+      }
+    }
+  }
+  if (defined($refs)) {
+    $self->SetHeader('References', $refs);
+  }
 }
 
 # }}}

From pdh at snapgear.com  Tue Jan 28 01:11:11 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 28 Jan 2003 16:11:11 +1000
Subject: [rt-users] mail to requestors and owners throughout ticket life
In-Reply-To: <20030128060455.GK481@luggage.internal.moreton.com.au>
References: <20030128044039.GD27286@fastmail.fm> <20030128060455.GK481@luggage.internal.moreton.com.au>
Message-ID: <20030128061111.GL481@luggage.internal.moreton.com.au>

Phil Homewood wrote:
> Attached is a patch against SendEmail.pm which makes it
> add the References header.

Oh, if anyone feels keen, this could be enhanced to look
at previous References headers to help build the header
up. It probably could use some limit on length being
imposed, too.... :^) 
-- 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Tue Jan 28 02:06:52 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 28 Jan 2003 17:06:52 +1000
Subject: [rt-users] mail to requestors and owners throughout ticket life
In-Reply-To: <20030128060455.GK481@luggage.internal.moreton.com.au>
References: <20030128044039.GD27286@fastmail.fm> <20030128060455.GK481@luggage.internal.moreton.com.au>
Message-ID: <20030128070652.GA473@luggage.apana.org.au>

Phil Homewood wrote:
> If anyone wants to tackle the
> Message-ID-stored-in-database chicken-and-egg, feel free. The
> Message-ID creation will need to be moved from SendEmail.pm
> to Ticket.pm, around where the RT-Send-Cc headers are added.
> Or maybe not -- anyone got a better idea?

Transaction::Create(). I'll look at it later. :-)
-- 
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 kamara at eahd.or.ug  Tue Jan 28 03:00:43 2003
From: kamara at eahd.or.ug (Kamara Eric R-M)
Date: Tue, 28 Jan 2003 11:00:43 +0300 (EAT)
Subject: [rt-users] Newbie Questions
In-Reply-To: <20030127115118.U21149-100000@freebsd.rf0.com>
References: <20030127115118.U21149-100000@freebsd.rf0.com>
Message-ID: <20030128105354.B56419-100000@nemesis.eahd.or.ug>

On Mon, 27 Jan 2003, Rus Foster wrote
> 1) I'm trying to work out if there is a way that when a ticket comes in to
> the queue called support that a certain group of people are notified. I've
> had a look at the Watchers but during testing it only seems to show when
> someone reply and then the person is CC's. I would rather they were Bcc'd

You should make the people you want to receive notification AdminCC's for
that queue.I don't know if you can Bcc them as yet....

> 2) Is there a way to disable the auto-reply for just one queue?


As for this, remove the global scrip which does the auto-reply and then
add it to every queue that you want auto-reply enabled.


> Rgds
>
> Rus
> --
> http://www.65535.net | MSN: support at 65535.net
> Lifetime Linux or FreeBSD account: $100 || Lifetime Hosting: $150
> Offsite Backups - Remote System Monitoring
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>

Regards,
Eric


From TalkLists at index-s.de  Tue Jan 28 05:31:44 2003
From: TalkLists at index-s.de (Stefan Seiz)
Date: Tue, 28 Jan 2003 11:31:44 +0100
Subject: [rt-users] Re:  Providing Time Worked via Email
In-Reply-To: <20030128011416.GW481@luggage.internal.moreton.com.au>
Message-ID: <BA5C1AA0.1C976%TalkLists@index-s.de>

On 28.01.2003 2:14 Uhr, Phil Homewood <pdh at snapgear.com> wrote:

> Stefan Seiz wrote:
>> I want to SUBMIT a VALUE (Munites) to the RT_Database via Email which get's
>> ADDED to the TIME-Worked of the ticket I am replying to (via mail). Similar
>> to the formfield which exists in the REPLY to a Ticket FORm in the
>> WebuserInterface...
> 
> http://fsck.com/rtfm/article.html?id=5#76

Thanks, that almost worked. Nonetheless theis was a helpful link.


From hwagener at hamburg.fcb.com  Tue Jan 28 08:15:12 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Tue, 28 Jan 2003 14:15:12 +0100
Subject: [rt-users] Correspondence with nobody
Message-ID: <88692B34-32C2-11D7-97D2-003065DC18B8@hamburg.fcb.com>

Hello list,
I have a somewhat esoteric request.
Our users are creating their tickets by email and the support staff is 
AdminCC for the default queue. I have the scrip

OnCreate NotifyAdminCCs with Template Correspondence

so everybody gets a new request in their inbox.

Furthermore, I have the scrip

OnCorrespondence NotifyOwner with Template Correspondence

so only the Owner of a ticket gets replies by the original requestor 
and all the other mail.

Problem is if requestors reply to their own ticket before anybody has 
taken it, it get's sent to nobody at localhost, which means it goes to rot 
in root's local inbox.

I'd like to have a scrip that sends  mail to the queues AdminCCs if a 
Ticket is replied to that is owned by nobody. How' I do that?

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



From js138 at eng.cam.ac.uk  Tue Jan 28 11:39:25 2003
From: js138 at eng.cam.ac.uk (J. Sloan)
Date: Tue, 28 Jan 2003 16:39:25 +0000 (GMT)
Subject: [rt-users] Merging users.
Message-ID: <Pine.HPX.4.33L.0301281638200.17790-100000@punch.eng.cam.ac.uk>

It's possible to merge tickets.   Is it possible to merge users?

Well.   More that I'm sure it is possible to logically merge users at some
level, so it's more a question of has anyone written code to perform such
a task?

Thanks.

John




From gm at efn.org  Tue Jan 28 13:30:36 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Tue, 28 Jan 2003 10:30:36 -0800 (PST)
Subject: [rt-users] Re:  Providing Time Worked via Email
In-Reply-To: <BA5C1AA0.1C976%TalkLists@index-s.de>
Message-ID: <Pine.GSU.4.21.0301281026440.19671-100000@garcia.efn.org>

On Tue, 28 Jan 2003, Stefan Seiz wrote:

> <http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/enhanced-mailgate.README>:
> 
> The following features aren't yet implemented in extended-mailgate
> 
>     time-worked [+|=]<int>
>     time-left [+|-|=]<int>
> 
> I'll take a look into the code however, maybe i can implement the
> Time-Worked feature only into my regular mailgate. Seems enhanced mailgate
> hasn't been updated for quite some time...

I made some major changes to enhanced-mailgate for my own use, removing
the PGP/GPG need, improving the responsiveness (it ignores extra spaces at
the end, and doesn't care about a space after the colon.)  I recall I add
one command that was documented but not working (I think Final Priority),
and I suspect adding time worked wouldn't be hard, mostly a parsing
function.

I'll take a look when I get a chance, and I'll post my changes too.


Seth





From rt-users at mjch.net  Tue Jan 28 16:36:20 2003
From: rt-users at mjch.net (Malcolm Herbert)
Date: Wed, 29 Jan 2003 08:36:20 +1100
Subject: [rt-users] Merging users.
In-Reply-To: <Pine.HPX.4.33L.0301281638200.17790-100000@punch.eng.cam.ac.uk>
References: <Pine.HPX.4.33L.0301281638200.17790-100000@punch.eng.cam.ac.uk>
Message-ID: <20030128213619.GA27847@fastmail.fm>

On Tue, Jan 28, 2003 at 04:39:25PM +0000, J. Sloan wrote:
|It's possible to merge tickets. Is it possible to merge users?
|
|Well. More that I'm sure it is possible to logically merge users at
|some level, so it's more a question of has anyone written code to
|perform such a task?

actually that's a good question - due to vagueries with our setup here I
have two addresses associated with each user, a 'published' address of
the form First.Last at group.company.dom.ain and an 'internal' address of
the form uname at host.company.dom.ain ... which I get depends on how they
sent the request and where it went through our systems (not something I
can control, unfortunately)

so, is there a way to allow more than one email address per user? I'd
like to be able to nominate a particular address as their primary
address for replies, but to accept mail from their other addresses as
being from the same user ...

-- 
Malcolm Herbert                                This brain intentionally
mjch at mjch.net                                                left blank
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From darren at boston.com  Tue Jan 28 16:46:59 2003
From: darren at boston.com (darren chamberlain)
Date: Tue, 28 Jan 2003 16:46:59 -0500
Subject: [rt-users] Merging users.
In-Reply-To: <20030128213619.GA27847@fastmail.fm>
References: <Pine.HPX.4.33L.0301281638200.17790-100000@punch.eng.cam.ac.uk> <20030128213619.GA27847@fastmail.fm>
Message-ID: <20030128-05a40e55286cf01e370a162d0b52141e@mail.boston.com>

* Malcolm Herbert <rt-users at mjch.net> [2003-01-28 16:38]:
> so, is there a way to allow more than one email address per user? I'd
> like to be able to nominate a particular address as their primary
> address for replies, but to accept mail from their other addresses as
> being from the same user ...

There's the CanonicalizeAddress function in etc/config.pm, which can be
used for this purpose.

(darren)

-- 
There's no money in poetry, but there's no poetry in money, either.
    -- Robert Graves


From rt-users at mjch.net  Tue Jan 28 16:36:20 2003
From: rt-users at mjch.net (Malcolm Herbert)
Date: Tue, 28 Jan 2003 22:36:20 +0100
Subject: [rt-users] Merging users.
Message-ID: <20030128213619.GA27847@fastmail.fm>

On Tue, Jan 28, 2003 at 04:39:25PM +0000, J. Sloan wrote:
|It's possible to merge tickets. Is it possible to merge users?
|
|Well. More that I'm sure it is possible to logically merge users at
|some level, so it's more a question of has anyone written code to
|perform such a task?

actually that's a good question - due to vagueries with our setup here I
have two addresses associated with each user, a 'published' address of
the form First.Last at group.company.dom.ain and an 'internal' address of
the form uname at host.company.dom.ain ... which I get depends on how they
sent the request and where it went through our systems (not something I
can control, unfortunately)

so, is there a way to allow more than one email address per user? I'd
like to be able to nominate a particular address as their primary
address for replies, but to accept mail from their other addresses as
being from the same user ...

-- 
Malcolm Herbert                                This brain intentionally
mjch at mjch.net                                                left blank


From pdh at snapgear.com  Wed Jan 29 01:12:45 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 29 Jan 2003 16:12:45 +1000
Subject: [rt-users] mail to requestors and owners throughout ticket life
In-Reply-To: <20030128061111.GL481@luggage.internal.moreton.com.au>
References: <20030128044039.GD27286@fastmail.fm> <20030128060455.GK481@luggage.internal.moreton.com.au> <20030128061111.GL481@luggage.internal.moreton.com.au>
Message-ID: <20030129061245.GP454@luggage.internal.moreton.com.au>

Phil Homewood wrote:
> Oh, if anyone feels keen, this could be enhanced to look
> at previous References headers to help build the header
> up. It probably could use some limit on length being
> imposed, too.... :^) 

http://fsck.com/rt2/Ticket/Display.html?id=2003&user=guest&pass=guest
contains patches which should make MUA threading of RT tickets work.
Enjoy. :-)
-- 
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 vlad at ccs.ru  Wed Jan 29 05:26:29 2003
From: vlad at ccs.ru (vlad f kropachew)
Date: Wed, 29 Jan 2003 13:26:29 +0300
Subject: [rt-users] 8bit in rt-2.0.15
Message-ID: <11465483515.20030129132629@ccs.ru>

hello everyone. i have installed rt on sparc solaris8 system. all
working correctly except one thing. letters wroted with 8bit encoding:

1) have a broken subject in web interface (but in rt-mailgate code,
after reteive mime header subject is normal)

2) 8bit message body, broken in 'comment' screen, in the textfield area.

charset is koi8-r. any idea?

  

-- 
Best regards,
 vlad                          mailto:vlad at ccs.ru



From vlad at ccs.ru  Wed Jan 29 08:53:19 2003
From: vlad at ccs.ru (vlad f kropachew)
Date: Wed, 29 Jan 2003 16:53:19 +0300
Subject: [rt-users] 8bit in rt-2.0.15, continue
Message-ID: <15777893171.20030129165319@ccs.ru>

so, i look that all broken text is coded as html entities. (&gt,
&ugrave etc) - how i can disable this future?


-- 
Best regards,
 vlad                          mailto:vlad at ccs.ru



From prlawrence at Lehigh.EDU  Wed Jan 29 11:53:33 2003
From: prlawrence at Lehigh.EDU (Phil R Lawrence)
Date: Wed, 29 Jan 2003 11:53:33 -0500
Subject: [rt-users] prevent email ticket creation by new users?
Message-ID: <3E38070D.10302@lehigh.edu>

By default, a new user is auto-created if an unrecognized email address 
is used.  How can I disable this?  I only want users that I create to 
have the right to create Tickets.

Yet if I take away the Everyone groups right to create tickets, I cannot 
grant that right to my users, because they do are not priveleged (to 
force them to the self service page)

What should I do?

Phil



From danielf at supportteam.net  Wed Jan 29 12:27:48 2003
From: danielf at supportteam.net (Daniel F. Chief Security Engineer -)
Date: Wed, 29 Jan 2003 11:27:48 -0600
Subject: [rt-users] Archiving old tickets
Message-ID: <200301291127.48337.danielf@supportteam.net>

Anyone know how to do this and still be able to search them. Or would that be 
a mysql thing. 

Thanks


-- 
Daniel Fairchild - Chief Security Engineer | danielf at supportteam.net


From news-misc at ada.dhs.org  Wed Jan 29 12:50:20 2003
From: news-misc at ada.dhs.org (Ambrose Li <acli@ada.dhs.org> via forwarder)
Date: Wed, 29 Jan 2003 17:50:20 GMT
Subject: [rt-users] Adding Cc results in invalid header?
Message-ID: <H9HLJw.7Dr@ada.dhs.org>

Hello,

I am using RT 2.0.15.

I've found that when I add lots of Cc's when I am replying
(those kinds that don't affect future mails), RT will somehow
screw up the mail in a way that the headers are no longer
valid (apparently by clipping the Cc header).

The invalid Cc header actually sent by RT looks like this:

   Cc: foo at example.com, bar at example.com, baz at example.com,

(note: comma at the end).

The actual list of Cc's that I copied-and-pasted from hotmail
actually contains more than a dozen addresses.

Note: This is not the Cc that I enter into the ticket, just
a Cc field that is in the reply form. The Cc list that goes
with the ticket seem to be ok.

I wonder if anyone has seen this problem, & how to resolve
this.

Best regards,
-- 
Ambrose LI Cheuk-Wing  <a.c.li at ieee.org>


From tzadikem at yahoo.com  Wed Jan 29 16:59:21 2003
From: tzadikem at yahoo.com (Travis Zadikem)
Date: Wed, 29 Jan 2003 13:59:21 -0800 (PST)
Subject: [rt-users] How does one resolve an issue by email
Message-ID: <20030129215921.33762.qmail@web14409.mail.yahoo.com>

We would like to be able to resolve an issue via email.  Does anyone
have a script for doing this?  There is only 2 of us using the system. 
Basically, we can respond to the requests and such right now, but it
does not actually put the issue into a resolve state until we login via
the web and change it.

thanks,
Travis
Weld RE5J School District
Systems Administrator

=====
Your mind is like a parachute.  It must be open to be used effectively.


From gm at efn.org  Wed Jan 29 17:54:35 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Wed, 29 Jan 2003 14:54:35 -0800 (PST)
Subject: [rt-users] How does one resolve an issue by email
In-Reply-To: <20030129215921.33762.qmail@web14409.mail.yahoo.com>
Message-ID: <Pine.GSU.4.21.0301291447480.21332-200000@garcia.efn.org>

As promised, here's my changes to enhanced-mailgate.

Travis, use enhanced-mailgate from
http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/
[Read the readme]

Here's my changes to it, to make it NOT use PGP/GPG, and work better.
(Spacing/case issues gone, priority works, responds to any message)
Note: without PGP/GPG, the security on this is not good.  Forged email
could make changes to your tickets.  A minor thing, but be aware of the
risk.

To install, use my patch against the file from above, copy it over your
rt-mailgate, and bingo.  Mail commands.

To resolve a ticket, you can just put this at the top of any email
response (comment OR correspondence or action)

rt-status:resolved
[blank line]
[blank line]
normal email continues... blah blah

You can't do this with stock RT, only with the enhanced-mailgate in place.

On Wed, 29 Jan 2003, Travis Zadikem wrote:

> We would like to be able to resolve an issue via email.  Does anyone
> have a script for doing this?  There is only 2 of us using the system. 
> Basically, we can respond to the requests and such right now, but it
> does not actually put the issue into a resolve state until we login via
> the web and change it.
> 
> thanks,
> Travis
> Weld RE5J School District
> Systems Administrator
> 
> =====
> Your mind is like a parachute.  It must be open to be used effectively.
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

-- 
## 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

-------------- next part --------------
217c217
<     if ($CurrentUserAuth eq 'pgp-signature') {
---
> #    if ($CurrentUserAuth eq 'pgp-signature') {
219,233c219,234
< 	MailError( To => $ErrorsTo,
< 		   Subject => "RT has proccessed your commands",
< 		   Explanation => $ResultsMessage,
< 		   MIMEObj => $entity->parts(0)
< 		 );    
<     }
<     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."
< 		 );    
<     }
---
> #	MailError( To => $ErrorsTo,
> #		   Subject => "RT has proccessed your commands",
> #		   Explanation => $ResultsMessage,
> #		   MIMEObj => $entity->parts(0)
> #		 );    
> #    }
> #    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."
> #		 );    
> #    }
331a333,335
>     my $PseudoHeaders = ParseMessageForCommands($entity);    
> 
>     
355c359,368
<     }
---
> 	my $ResultsMessage = ActOnPseudoHeaders($TicketId, $PseudoHeaders);
> 
> #	MailError( To => $ErrorsTo,
> #		   Subject => "RT has processed your commands",
> #		   Explanation => $ResultsMessage,
> #		   MIMEObj => $entity->parts(0)
> #		 );    
> 
> }
>    
372a386,395
> 	
> #    if ($CurrentUserAuth eq 'pgp-signature') {
> 	my $ResultsMessage = ActOnPseudoHeaders($TicketId, $PseudoHeaders);
> #	MailError( To => $ErrorsTo,
> #		   Subject => "RT has processed your commands",
> #		   Explanation => $ResultsMessage,
> #		   MIMEObj => $entity->parts(0)
> #		 );    
> 
> 
614c637
< 	if ($action =~ /^RT-(.*?):\s+(.*)$/) {
---
> 	if ($action =~ /^RT-(.*):\s?(.*)\s*$/i) {
640c663
< 		if ($command =~ /^(Subject|Owner|Status|Queue)$/i) {
---
> 		if ($command =~/^(subject|owner|status|queue|priority)$/i) {
747c770
< 	if ($action =~ /^RT-(.*?):\s+(.*)$/) {
---
> 	if ($action =~ /^RT-(.*):\s?(.*)\s*$/i) {

From mwatson at netspace.net.au  Wed Jan 29 18:29:29 2003
From: mwatson at netspace.net.au (Matthew Watson)
Date: Thu, 30 Jan 2003 07:29:29 +0800
Subject: [rt-users] Archiving old tickets
In-Reply-To: <200301291127.48337.danielf@supportteam.net>
References: <200301291127.48337.danielf@supportteam.net>
Message-ID: <135061017.1043911769@matty>

What is it that you actually hope to achieve by archiving thme?

Speed ? , Disk Space ? or purely just a "cleaner" result? (eg not as many 
tickets return on the search page?)



--On Wednesday, 29 January 2003 11:27 AM -0600 "Daniel F. Chief Security 
Engineer -" <danielf at supportteam.net> wrote:

> Anyone know how to do this and still be able to search them. Or would
> that be  a mysql thing.
>
> Thanks
>
>
> --
> Daniel Fairchild - Chief Security Engineer | danielf at supportteam.net
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm




From gm at efn.org  Wed Jan 29 18:34:12 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Wed, 29 Jan 2003 15:34:12 -0800 (PST)
Subject: [rt-users] mail to requestors and owners throughout ticket life
In-Reply-To: <20030129061245.GP454@luggage.internal.moreton.com.au>
Message-ID: <Pine.GSU.4.21.0301291533450.21332-100000@garcia.efn.org>

On Wed, 29 Jan 2003, Phil Homewood wrote:

> http://fsck.com/rt2/Ticket/Display.html?id=2003&user=guest&pass=guest
> contains patches which should make MUA threading of RT tickets work.
> Enjoy. :-)

Applied this patch and now I'm getting this in apache's log:

Can't call method "GetHeader" on an undefined value at
/usr/share/request-tracker/lib/RT/Action/SendEmail.pm line 271, <GEN4>
line 29.

Suggestion?

-- 
## 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 pdh at snapgear.com  Wed Jan 29 19:17:00 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 30 Jan 2003 10:17:00 +1000
Subject: [fsck.com #2003] Re: [rt-users] mail to requestors and owners throughout ticket life
In-Reply-To: <Pine.GSU.4.21.0301291533450.21332-100000@garcia.efn.org>
References: <20030129061245.GP454@luggage.internal.moreton.com.au> <Pine.GSU.4.21.0301291533450.21332-100000@garcia.efn.org>
Message-ID: <20030130001700.GA1059@luggage.internal.moreton.com.au>

Seth Cohn, EFN General Manager wrote:
> Can't call method "GetHeader" on an undefined value at
> /usr/share/request-tracker/lib/RT/Action/SendEmail.pm line 271, <GEN4>
> line 29.

Hmm. Looks like this can happen if the TransactionObj does
not contain a Message. I thought I guarded against this but
somewhere along the line I slipped.

Try the following patch over the top of what you already have...
-- 
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: lib/RT/Action/SendEmail.pm
===================================================================
RCS file: /cvs/local/rt/lib/RT/Action/SendEmail.pm,v
retrieving revision 1.3.2.3
retrieving revision 1.3.2.5
diff -u -r1.3.2.3 -r1.3.2.5
--- lib/RT/Action/SendEmail.pm	29 Jan 2003 06:12:37 -0000	1.3.2.3
+++ lib/RT/Action/SendEmail.pm	30 Jan 2003 00:13:11 -0000	1.3.2.5
@@ -279,17 +279,21 @@
 
 sub SetMessageID {
   my $self = shift;
+  my $msg;
 
   # TODO this one might be sort of broken.  If we have several scrips +++
   # sending several emails to several different persons, we need to
   # pull out different message-ids.  I'd suggest message ids like
   # "rt-ticket#-transaction#-scrip#-receipient#"
 
-  $self->SetHeader('Message-ID',
-      $self->TransactionObj->Message->First->GetHeader('Message-ID')
-#        || "<rt-".$self->TicketObj->id().  "-".
-#        $self->TransactionObj->id()."." .rand(20) . "\@".$RT::Organization.">"
-  );
+  # Pull the Message-ID from the Transaction if we can, else make one up.
+  if ((defined ($msg = $self->TransactionObj->Message->First())) &&
+      (defined ($msg->GetHeader('Message-ID')))) {
+       $self->SetHeader('Message-ID', $msg->GetHeader('Message-ID'));
+  } else {
+     $self->SetHeader('Message-ID', "<rt-".$self->TicketObj->id().  "-".
+       $self->TransactionObj->id()."." .rand(20) . "\@".$RT::Organization.">");
+  }
 }
 
 

From sergio at winc.net  Wed Jan 29 20:43:58 2003
From: sergio at winc.net (Sergio Cesar)
Date: Wed, 29 Jan 2003 19:43:58 -0600
Subject: [rt-users] change/modify tickets
In-Reply-To: <20030128022713.GY481@luggage.internal.moreton.com.au>
Message-ID: <BKEPIJCDCFIIFAILNMPHEEHOELAA.sergio@winc.net>

Thanks, got it.

If any one knows of a script or a way to actually edit the content I would
be very much interested.

As a newbie to RT I don't feel yet comfortable with the database schema, but
if someone could hint me what are the tables/fields I need to edit and some
warning what not to touch I may venture a perl script to do so... :)

Thanks again.

Sergio
-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On
Behalf Of Phil Homewood
Sent: Monday, January 27, 2003 8:27 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] change/modify tickets

Sergio Cesar wrote:
> As an admin of the system, how can I change the subject, sender and the
> content of a ticket?

subject: changeable from the "basics" menu/tab when viewing the ticket
sender (aka requestor): changeable from the "people" menu/tab
content: you cannot generally do that.

> 3- How do I set the start and due date automatically when the ticket is
> created?

start is typically set when work is started on the ticket; due is set
by default under Configuration->Queues->queue->"Requests should be due in:"

.... hmm, except that does not seem to work for me. Either I broke
something in the move to Time::ParseDate, or there's a bug....

See the following URL for a possible fix:

http://fsck.com/rt2/Ticket/Display.html?id=1998&user=guest&pass=guest
--
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From rich+rt at lafferty.ca  Wed Jan 29 21:05:01 2003
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Wed, 29 Jan 2003 21:05:01 -0500
Subject: [rt-users] change/modify tickets
In-Reply-To: <BKEPIJCDCFIIFAILNMPHEEHOELAA.sergio@winc.net>; from sergio@winc.net on Wed, Jan 29, 2003 at 07:43:58PM -0600
References: <20030128022713.GY481@luggage.internal.moreton.com.au> <BKEPIJCDCFIIFAILNMPHEEHOELAA.sergio@winc.net>
Message-ID: <20030129210501.A9279@lafferty.ca>

On Wed, Jan 29, 2003 at 07:43:58PM -0600, Sergio Cesar <sergio at winc.net> wrote:
> Thanks, got it.
> 
> If any one knows of a script or a way to actually edit the content I would
> be very much interested.
> 
> As a newbie to RT I don't feel yet comfortable with the database schema, but
> if someone could hint me what are the tables/fields I need to edit and some
> warning what not to touch I may venture a perl script to do so... :)

That's easy: Don't touch the database; touch the API. :-) 

I've done a lot of small to medium modifications to RT here -- my
RT rpm has 48 patches now! -- and I've never needed to touch the
database outside the API, except for incrementing the ticket counter
for ticket numbering by date.

The API is documented in perldoc, so 

   export PERL5LIB /opt/rt2/lib
   perldoc RT::Ticket

and so forth, and look at existing code (such as the stuff in
WebRT/html/ and in bin/) to oget a start as to what's what.

Cheers,

  -Rich

-- 
Rich Lafferty --------------+-----------------------------------------------
 Ottawa, Ontario, Canada    |  Save the Pacific Northwest Tree Octopus!
 http://www.lafferty.ca/    |    http://zapatopi.net/treeoctopus.html
rich at lafferty.ca -----------+-----------------------------------------------


From pdh at snapgear.com  Wed Jan 29 21:15:17 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 30 Jan 2003 12:15:17 +1000
Subject: [rt-users] Correspondence with nobody
In-Reply-To: <88692B34-32C2-11D7-97D2-003065DC18B8@hamburg.fcb.com>
References: <88692B34-32C2-11D7-97D2-003065DC18B8@hamburg.fcb.com>
Message-ID: <20030130021517.GE1059@luggage.internal.moreton.com.au>

Harald Wagener wrote:
> OnCreate NotifyAdminCCs with Template Correspondence
> OnCorrespondence NotifyOwner with Template Correspondence
> 
> Problem is if requestors reply to their own ticket before anybody has 
> taken it, it get's sent to nobody at localhost, which means it goes to rot 
> in root's local inbox.

Hmm. Does your Nobody user have the email address nobody at localhost?
Why not set it to null? Do you ever want Nobody to get RT mail?

> I'd like to have a scrip that sends  mail to the queues AdminCCs if a 
> Ticket is replied to that is owned by nobody. How' I do that?

OnCorrespond NotifyAdminCCsIfUnowned with template FOO

You get to write NotifyAdminCCsIfUnowned. Again, it's a tweak to
Notify.pm which just checks $self->TicketObj->OwnerObj before
doing the send -- and is called the same way as NotifyAdminCCs.

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


From pdh at snapgear.com  Wed Jan 29 21:26:57 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 30 Jan 2003 12:26:57 +1000
Subject: [rt-users] prevent email ticket creation by new users?
In-Reply-To: <3E38070D.10302@lehigh.edu>
References: <3E38070D.10302@lehigh.edu>
Message-ID: <20030130022657.GF1059@luggage.internal.moreton.com.au>

Phil R Lawrence wrote:
> By default, a new user is auto-created if an unrecognized email address 
> is used.  How can I disable this?  I only want users that I create to 
> have the right to create Tickets.

Untested: try enabling LookupSenderInExternalDatabase
and SenderMustExistInExternalDatabase in config.pm. The
LookupExternalUserInfo shim in config.pm shouldn't need
touching. This could perhaps be considered slight abuse
of the ExternalUserInfo stuff. :-)
-- 
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 kamara at eahd.or.ug  Thu Jan 30 07:25:03 2003
From: kamara at eahd.or.ug (Kamara Eric R-M)
Date: Thu, 30 Jan 2003 15:25:03 +0300 (EAT)
Subject: [rt-users] Problem with Email interface
Message-ID: <20030130150547.I25628-100000@nemesis.eahd.or.ug>

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...
<snip>
   ----- Transcript of session follows -----
Can't locate config.pm in @INC (@INC contains: /usr/local/rt2/etc
/usr/local/rt2/lib
/usr/local/lib/perl5/5.8.0/i586-linux-thread-multi
/usr/local/lib/perl5/5.8.0
/usr/local/lib/perl5/site_perl/5.8.0/i586-linux-thread-multi
/usr/local/lib/perl5/site_perl/5.8.0
/usr/local/lib/perl5/site_perl .) at
/usr/local/rt2//lib/RT/Interface/Email.pm line 107.
BEGIN failed--compilation aborted at
/usr/local/rt2/lib/RT/Interface/Email.pm line 107.
Compilation failed in require at /usr/local/rt2/bin/rt-mailgate line 18.
BEGIN failed--compilation aborted at /usr/local/rt2/bin/rt-mailgate line
30.
554 5.3.0 "|/usr/local/rt2/bin/rt-mailgate --queue registry --action
correspond"... unknown mailer error 2
</snip>

and yet the config.pm file is in /usr/local/rt2/etc.what could i be doing
wrong?any help is appreciated.

Thanx,
Eric


From mccallum at nemsys.com  Thu Jan 30 10:27:51 2003
From: mccallum at nemsys.com (Donald A. McCallum)
Date: Thu, 30 Jan 2003 10:27:51 -0500
Subject: [rt-users] Scripting a page to be sent on auto-create
Message-ID: <00DA87AEF9493F4287FF6EB4FF1A75CD0A91DC@nem.nemsys.com>

I am attempting to create a user (and email address to a pager) and then
use the auto-create script to send a notification whenever a new ticket
is created.

I have the user created, but am having difficulty modifying the script
to auto-email that user.

Any suggestions would be helpful.

Thanks in advance!!

-Don McCallum
mccallum at nemsys.com


From prlawrence at Lehigh.EDU  Thu Jan 30 11:37:11 2003
From: prlawrence at Lehigh.EDU (Phil R Lawrence)
Date: Thu, 30 Jan 2003 11:37:11 -0500
Subject: [rt-users] prevent email ticket creation by new users?
In-Reply-To: <3E394031.6070808@lehigh.edu>
References: <3E38070D.10302@lehigh.edu> <20030130022657.GF1059@luggage.internal.moreton.com.au> <3E394031.6070808@lehigh.edu>
Message-ID: <3E3954B7.3000405@lehigh.edu>

Phil Homewood wrote:

 > Phil R Lawrence wrote:
 >
 >> By default, a new user is auto-created if an unrecognized email 
address is used.  How can I disable this?  I only want users that I 
create to have the right to create Tickets.
 >
 >
 >
 > Untested: try enabling LookupSenderInExternalDatabase
 > and SenderMustExistInExternalDatabase in config.pm. The
 > LookupExternalUserInfo shim in config.pm shouldn't need
 > touching. This could perhaps be considered slight abuse
 > of the ExternalUserInfo stuff. :-)


This certainly blocked the creation of new users...  it also disabled 
the ability for *anyone* create tickets via email (because everyone 
fails the LookupExternalUserInfo function).

So I guess I want to replace this function with one that authenticates 
against the RT database.  I had the bright idea that I might use one of 
the RT::* modules to do this...

Before I list out my lame first test script (which didn't work) perhaps 
someone already know the best way to do this?

Anyway, here is my attempt, which fails with:
Can't use string ("RT::User") as a HASH ref while "strict refs" in use 
at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm line 890.

----------------------------------------------------------------
#! /usr/bin/perl
use warnings;
use diagnostics;
use strict;

use lib "/opt/rt2/lib";
use lib "/opt/rt2/etc";

use RT::Interface::CLI  qw(CleanEnv LoadConfig DBConnect
                            GetCurrentUser GetMessageContent);

#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::User;
use Data::Dumper;

my $user;
$user = RT::User->Load("tjs5");
print Dumper($user);
----------------------------------------------------------------





From js138 at eng.cam.ac.uk  Thu Jan 30 11:47:32 2003
From: js138 at eng.cam.ac.uk (J. Sloan)
Date: Thu, 30 Jan 2003 16:47:32 +0000 (GMT)
Subject: [rt-users] prevent email ticket creation by new users?
In-Reply-To: <3E3954B7.3000405@lehigh.edu>
Message-ID: <Pine.HPX.4.33L.0301301646220.17790-100000@punch.eng.cam.ac.uk>

Instead of:

> my $user;
> $user = RT::User->Load("tjs5");

Use:

my $user = new RT::User;
$user->Load("tjs5");

John




From jesse at bestpractical.com  Thu Jan 30 12:21:18 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 30 Jan 2003 12:21:18 -0500
Subject: [rt-users] 8bit in rt-2.0.15, continue
In-Reply-To: <15777893171.20030129165319@ccs.ru>
References: <15777893171.20030129165319@ccs.ru>
Message-ID: <20030130172118.GX24406@pallas.fsck.com>

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. (&gt,
> &ugrave 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

> 
> 
> -- 
> Best regards,
>  vlad                          mailto:vlad at ccs.ru
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 harald.zielstorff at oekostadt.de  Thu Jan 30 13:27:28 2003
From: harald.zielstorff at oekostadt.de (Harald Zielstorff)
Date: Thu, 30 Jan 2003 19:27:28 +0100
Subject: [rt-users] 2.1.63, Couldn't create a ticket
In-Reply-To: <20030130172118.GX24406@pallas.fsck.com>
Message-ID: <007201c2c88d$40931480$1701000a@D43H570J>

Hello

we've installed RT 2.1.63 on SUSE8. We can open teh WebUI und can create
queues, users and so on, but we couldn't create a ticket. 

In the Log this messages are written:
[Thu Jan 30 17:25:05 2003] [warning]: Transaction->Create couldn't, as
you didn't specify a ticket id (/opt/rt3/lib/RT/Ticket_Overlay.pm:3682)
[Thu Jan 30 17:25:05 2003] [error]: Ticket couldn't be created:
(/opt/rt3/lib/RT/Ticket_Overlay.pm:582)
[Thu Jan 30 17:25:05 2003] [error]: WebRT: Ticket konnte aufgrund eines
internen Fehlers nicht angelegt werden ()
(/opt/rt3/share/html/Elements/Error:54)

What's wrong?

Harald



From jgedeon at qualcomm.com  Thu Jan 30 14:22:24 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Thu, 30 Jan 2003 11:22:24 -0800
Subject: [rt-users] Wierd error but no changes
Message-ID: <5.1.0.14.2.20030130112016.038b6b18@mail1.qualcomm.com>

I have been running rt for a while and all of a sudden I started getting 
the following error when I login.

RT::User::LoadByName Unimplemented in HTML::Mason::Commands. 
(/local/mnt/workspace/rtdev/rt2/WebRT/html/autohandler line 65)

Stack:
   [/local/mnt/workspace/rtdev/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm:458]
   [/local/mnt/workspace/rtdev/rt2/WebRT/html/autohandler:65]

I can see the login page and I can login. then I see that. I have never had 
that happen and havent made any recent changes. I looked at my production 
version of rt and the code is identical to this one in the file autohandler 
and the production version works fine. I dont know what the problem is.

John


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From jo2y at midnightlinux.com  Thu Jan 30 15:20:12 2003
From: jo2y at midnightlinux.com (James O'Kane)
Date: Thu, 30 Jan 2003 15:20:12 -0500 (EST)
Subject: [rt-users] mod_perl vs cgi in mason
Message-ID: <Pine.LNX.4.44.0301301406010.13821-100000@yar.midnightlinux.com>

I've seen similar posts from people who couldn't login or create a ticket, 
but I've never seen a solution posted. 
As best I can tell, POST arguments are not being parsed either at all or 
correctly, so variables in <%args> blocks are being set to their defaults.
I'm not sure which module is handling that part. I thought it was 
HTML::Mason, but I've downgraded that to version 1.15.
Does anyone have any advice?
I was going to attach the output from CPAN's autobundle, but I've put it 
on a webpage instead: 
http://www.midnightlinux.com/~jo2y/Snapshot_2003_01_30_00.pm

This is a RH8.0 system with a recompiled apache 1.3.27 and rt version 
2.0.15.

thanks
-james







From darren at boston.com  Thu Jan 30 15:30:45 2003
From: darren at boston.com (darren chamberlain)
Date: Thu, 30 Jan 2003 15:30:45 -0500
Subject: [rt-users] mod_perl vs cgi in mason
In-Reply-To: <Pine.LNX.4.44.0301301406010.13821-100000@yar.midnightlinux.com>
References: <Pine.LNX.4.44.0301301406010.13821-100000@yar.midnightlinux.com>
Message-ID: <20030130-b543ed1d06e14fa8feb5a9511abc6418@mail.boston.com>

* James O'Kane <jo2y at midnightlinux.com> [2003-01-30 15:18]:
> As best I can tell, POST arguments are not being parsed either at all
> or correctly, so variables in <%args> blocks are being set to their
> defaults.  I'm not sure which module is handling that part. I thought
> it was HTML::Mason, but I've downgraded that to version 1.15.  Does
> anyone have any advice?

You need to modify CGI.pm; search for "Some people want to have their
cake and eat it too!" in `perldoc -m CGI`

> I've seen similar posts from people who couldn't login or create a
> ticket, but I've never seen a solution posted. 

There have been replies to a few of them with exactly the above advice,
though they're not as common as the questions.

(darren)

-- 
The kind of thinking we do sets the stage for the action we are likely
to take. Because of this, a man who refuses to develop his thinking is
likely to act on the impressions made upon him by others.
    -- Dr.  Claude R. Baker


From jo2y at midnightlinux.com  Thu Jan 30 15:57:34 2003
From: jo2y at midnightlinux.com (James O'Kane)
Date: Thu, 30 Jan 2003 15:57:34 -0500 (EST)
Subject: [rt-users] mod_perl vs cgi in mason
In-Reply-To: <20030130-b543ed1d06e14fa8feb5a9511abc6418@mail.boston.com>
Message-ID: <Pine.LNX.4.44.0301301543340.13821-100000@yar.midnightlinux.com>

On Thu, 30 Jan 2003, darren chamberlain wrote:

> You need to modify CGI.pm; search for "Some people want to have their
> cake and eat it too!" in `perldoc -m CGI`

I tried your suggestion with no luck. That seems to append the GET options 
to the POST variables? GET works, it is POST that does not. I stopped 
apache and started it again. There isn't anything else that caches modules 
is there?

Some more details:
When I try to create a ticket via the web, I get this error:
No ticket specified  
in the browser and this in the logs:
[Thu Jan 30 20:40:24 2003] [error]: WebRT: No ticket specified ()

I was having another possibly unrelated problem with crypt(). The value 
stored in the database was S5N7mmk81byZs for example. When 
User::IsPassword was called, my password, which I know was correct, would 
not be crypted into the same value. I did add Logger->debug line and the 
password I entered is the one that is getting to that section of code. 
That I couldn't figure out, I gave up because we'll be using mod_auth_pam 
instead to authenticate. I thought maybe that was relevent.



> There have been replies to a few of them with exactly the above advice,
> though they're not as common as the questions.

I searched via google for most of yesterday and the day before. Honest! :)

-james



From danielf at supportteam.net  Thu Jan 30 17:57:33 2003
From: danielf at supportteam.net (Daniel F. Chief Security Engineer -)
Date: Thu, 30 Jan 2003 16:57:33 -0600
Subject: [rt-users] Archiving old tickets
In-Reply-To: <135061017.1043911769@matty>
References: <200301291127.48337.danielf@supportteam.net> <135061017.1043911769@matty>
Message-ID: <200301301657.33506.danielf@supportteam.net>

I was hoping to be able to reduce the size of my Attachments table, it's 4gig 
and growing in under 6 months. 

I guess speed is my biggest issue now. The machine im running it on is a dual 
PIII 1.3 Ghz and 2Gig of ram. On an IDE disk. Im considring more ram and SCSI 
drives in a raid config. Although it seems some thing on the machine has a 
memory leak as it eats up all the memory and will not release till a reboot. 

I get about 200 new tickets a day. 

TIA 


On Wednesday 29 January 2003 17:29, Matthew Watson wrote:
> What is it that you actually hope to achieve by archiving thme?
>
> Speed ? , Disk Space ? or purely just a "cleaner" result? (eg not as many
> tickets return on the search page?)
>
>
>
> --On Wednesday, 29 January 2003 11:27 AM -0600 "Daniel F. Chief Security
>
> Engineer -" <danielf at supportteam.net> wrote:
> > Anyone know how to do this and still be able to search them. Or would
> > that be  a mysql thing.
> >
> > Thanks
> >
> >
> > --
> > Daniel Fairchild - Chief Security Engineer | danielf at supportteam.net
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

-- 
Daniel Fairchild - Chief Security Engineer | danielf at supportteam.net
The distance between nothing and infinity is always the same no matter how 
close you get to nothing.


From jim at archer.net  Thu Jan 30 18:06:15 2003
From: jim at archer.net (Jim Archer)
Date: Thu, 30 Jan 2003 18:06:15 -0500
Subject: [rt-users] Is the ball in our court?
Message-ID: <17568512.1043949975@[192.168.1.101]>

Hi All...

We have been using RT for several weeks now and its saving us time and 
confusion every day!  There is one small issue I would appreciate some 
advice on.

We have found that it takes several exchanges with the customer to 
completely resolve their issue.  After we send them some correspondence, we 
don't have a good way to know if they have replied, since the TOLD column 
in the search is updated upon any correspondence, whether sent or received.

We have tried resolving the ticket right after sending correspondence, and 
this works in that it gets opened again by RT when the customer responds. 
This is not a great solution.

Is there an easy way to know that the customer has replied, without 
resolving the ticket?

Thanks!

Jim



From mark at summersault.com  Thu Jan 30 18:14:44 2003
From: mark at summersault.com (Mark Stosberg)
Date: Thu, 30 Jan 2003 18:14:44 -0500 (EST)
Subject: [rt-users] Is the ball in our court?
In-Reply-To: <17568512.1043949975@[192.168.1.101]>
References: <17568512.1043949975@[192.168.1.101]>
Message-ID: <Pine.BSF.4.51.0301301813070.66149@nollie.summersault.com>

> Is there an easy way to know that the customer has replied, without
> resolving the ticket?

Hello Jim,

I'm new to RT myself, but I get the sense that it would be fairly easy
to configure a "Scrip" for your queue that would e-mail someone (maybe
the "AdminCC" watchers) when correspondence happens. Did you try
something like that?

  Mark
--
http://mark.stosberg.com/


From jim at archer.net  Thu Jan 30 18:28:29 2003
From: jim at archer.net (Jim Archer)
Date: Thu, 30 Jan 2003 18:28:29 -0500
Subject: [rt-users] Is the ball in our court?
In-Reply-To: <Pine.BSF.4.51.0301301813070.66149@nollie.summersault.com>
References: <17568512.1043949975@[192.168.1.101]>
 <Pine.BSF.4.51.0301301813070.66149@nollie.summersault.com>
Message-ID: <18902570.1043951309@[192.168.1.101]>

Hi Mark...

Well, we do get email from RT to the watchers list.  But we're trying to 
keep email out of it.  We would prefer to be able to do this all from the 
web interface.

--On Thursday, January 30, 2003 6:14 PM -0500 Mark Stosberg 
<mark at summersault.com> wrote:

>
>> Is there an easy way to know that the customer has replied, without
>> resolving the ticket?
>
> Hello Jim,
>
> I'm new to RT myself, but I get the sense that it would be fairly easy
> to configure a "Scrip" for your queue that would e-mail someone (maybe
> the "AdminCC" watchers) when correspondence happens. Did you try
> something like that?
>
>   Mark
> --
> http://mark.stosberg.com/




From pdh at snapgear.com  Thu Jan 30 19:00:16 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 31 Jan 2003 10:00:16 +1000
Subject: [rt-users] prevent email ticket creation by new users?
In-Reply-To: <3E3954B7.3000405@lehigh.edu>
References: <3E38070D.10302@lehigh.edu> <20030130022657.GF1059@luggage.internal.moreton.com.au> <3E394031.6070808@lehigh.edu> <3E3954B7.3000405@lehigh.edu>
Message-ID: <20030131000015.GB470@luggage.internal.moreton.com.au>

Phil R Lawrence wrote:
> This certainly blocked the creation of new users...  it also disabled 
> the ability for *anyone* create tickets via email (because everyone 
> fails the LookupExternalUserInfo function).

Hmm. That shouldn't be the case; LookupExternalUserInfo as it ships
should return success for everything.

  my $FoundInExternalDatabase = 1;
...
  return ($FoundInExternalDatabase, %params);

So I'm missing something obvious, or something else is causing your
problem there...
-- 
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 andrew-rt at andrew.net.au  Thu Jan 30 20:17:27 2003
From: andrew-rt at andrew.net.au (Andrew Pollock)
Date: Fri, 31 Jan 2003 11:17:27 +1000
Subject: [rt-users] Organisations vs individual requestors
Message-ID: <20030131011727.GA20824@daedalus.andrew.net.au>

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 know that the auto-created users that get made when a new requestor is 
seen can have an Organisation specified, and I know you can search for 
users based on organisation, but how hard would it be to implement ticket 
searching/filtering based on requestor organisation? Possibly this is a 
feature request... To be able to view the organisation in the queue, and 
to be able to search and filter based on it?

The hierarchy for us is the organisation is the customer, not the 
individual requestors.

I figure that we can knock up a custom PHP page to produce a report from 
the RT database pretty easily, but it would be good to tie this directly 
into RT.

Andrew


From rich+rt at lafferty.ca  Thu Jan 30 21:08:42 2003
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Thu, 30 Jan 2003 21:08:42 -0500
Subject: [rt-users] Is the ball in our court?
In-Reply-To: <17568512.1043949975@[192.168.1.101]>; from jim@archer.net on Thu, Jan 30, 2003 at 06:06:15PM -0500
References: <17568512.1043949975@[192.168.1.101]>
Message-ID: <20030130210842.A28343@lafferty.ca>

On Thu, Jan 30, 2003 at 06:06:15PM -0500, Jim Archer <jim at archer.net> wrote:
> 
> Is there an easy way to know that the customer has replied, without 
> resolving the ticket?

If you want something similar to the behavior that makes resolved
tickets open upon correspondence, set the tickets to "stalled" --
stalled tickets also switch to open on correspondence.

("Stalled" is essentially "awaiting response".)

  -Rich

-- 
Rich Lafferty --------------+-----------------------------------------------
 Ottawa, Ontario, Canada    |  Save the Pacific Northwest Tree Octopus!
 http://www.lafferty.ca/    |    http://zapatopi.net/treeoctopus.html
rich at lafferty.ca -----------+-----------------------------------------------


From khera at kcilink.com  Thu Jan 30 21:38:23 2003
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 30 Jan 2003 21:38:23 -0500
Subject: [rt-users] Archiving old tickets
In-Reply-To: <200301301657.33506.danielf@supportteam.net>
References: <200301291127.48337.danielf@supportteam.net>
	<135061017.1043911769@matty>
	<200301301657.33506.danielf@supportteam.net>
Message-ID: <15929.57759.466979.976340@yertle.kciLink.com>

>>>>> "DFCSE" == Daniel F Chief Security Engineer <-" <danielf at supportteam.net>> writes:

DFCSE> I was hoping to be able to reduce the size of my Attachments
DFCSE> table, it's 4gig and growing in under 6 months.

It is indexed, so it shouldn't be slowing you down.  However, if
you're using a database that imposes size limits then perhaps you
should consider upgrading to something that doesn't.


From khera at kcilink.com  Thu Jan 30 21:41:30 2003
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 30 Jan 2003 21:41:30 -0500
Subject: [rt-users] Is the ball in our court?
In-Reply-To: <17568512.1043949975@[192.168.1.101]>
References: <17568512.1043949975@[192.168.1.101]>
Message-ID: <15929.57946.128616.675332@yertle.kciLink.com>

>>>>> "JA" == Jim Archer <jim at archer.net> writes:

JA> We have found that it takes several exchanges with the customer to 
JA> completely resolve their issue.  After we send them some correspondence, we 

someone posted here (or was it in contrib) a week or two ago some code
to make the summary page show who was the last correspondent.  This
should let you know what you need.  I've been meaning to implement
this myself...

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 bill at daze.net  Thu Jan 30 21:50:20 2003
From: bill at daze.net (bill at daze.net)
Date: Thu, 30 Jan 2003 18:50:20 -0800 (PST)
Subject: [rt-users] Is the ball in our court?
In-Reply-To: <17568512.1043949975@[192.168.1.101]>
Message-ID: <20030130184232.M45573-100000@droid.daze.net>

> We have been using RT for several weeks now and its saving us time and
> confusion every day!  There is one small issue I would appreciate some
> advice on.
>
> We have found that it takes several exchanges with the customer to
> completely resolve their issue.  After we send them some correspondence, we
> don't have a good way to know if they have replied, since the TOLD column
> in the search is updated upon any correspondence, whether sent or received.
>
> We have tried resolving the ticket right after sending correspondence, and
> this works in that it gets opened again by RT when the customer responds.
> This is not a great solution.
>
> Is there an easy way to know that the customer has replied, without
> resolving the ticket?

You could stall the ticket...

In our organization, we established the following:

Stalled: we are waiting on an internal or external resource for
information before we can respond to the requestor.

Resolved: we have sent a response to the requestor.  It doesn't matter if
our response was a query for more information or if we think we have
closed the ticket.  You see, many times, the requestor never responds to
the query therefore we would have a bunch of stalled tickets sitting there
forever.

In both cases, the ticket will be opened if the requestor replies
referencing the ticket number.




From kazu at kmn.co.jp  Fri Jan 31 02:45:36 2003
From: kazu at kmn.co.jp (Kazu Kimura)
Date: Fri, 31 Jan 2003 16:45:36 +0900
Subject: [rt-users] 8bit in rt-2.0.15, continue
References: <15777893171.20030129165319@ccs.ru> <20030130172118.GX24406@pallas.fsck.com>
Message-ID: <015c01c2c8fc$c0ca4370$360aa8c0@Office>

Jesse,

Does this mean I don't care about Japanese when rt3.0 is available?

My environment is;
(1)FreeBSD 5
(2)MySql4.04(defaultcharset is ujis)
(3)Apache 1.3.27(defaultcharset is ujis)

Though I activated the Japanese patch provided into rt-2-0-15, the
characters are garbled.

Regards,
Kazu
----- Original Message -----
From: "Jesse Vincent" <jesse at bestpractical.com>
To: "vlad f kropachew" <vlad at ccs.ru>
Cc: <rt-users at lists.fsck.com>
Sent: Friday, January 31, 2003 2:21 AM
Subject: Re: [rt-users] 8bit in rt-2.0.15, continue


>
> 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. (&gt,
> > &ugrave 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
>
> >
> >
> > --
> > Best regards,
> >  vlad                          mailto:vlad at ccs.ru
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.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 bruce at webfarm.co.nz  Fri Jan 31 03:03:44 2003
From: bruce at webfarm.co.nz (Bruce)
Date: Fri, 31 Jan 2003 21:03:44 +1300
Subject: [rt-users] Archiving old tickets
In-Reply-To: <200301291127.48337.danielf@supportteam.net>
Message-ID: <5.1.0.14.0.20030131210114.00b99ea0@bigblue>

Hi,

At 11:27 AM 1/29/2003 -0600, you wrote:
>Anyone know how to do this and still be able to search them. Or would that be
>a mysql thing.

Im quite intrested in this too, we have tickets from around 1997, and when 
anyone of the support team do a search for somthing MySQL starts to chug 
away and eat the server load for about 5 minutes because of all the old 
tickets.

If someone does have a way of archiving older tickets it would be nice, for 
both space, and search speed.

Cheers,

-- 
Bruce




From bthauvin at clearchannel.fr  Fri Jan 31 04:41:19 2003
From: bthauvin at clearchannel.fr (THAUVIN Blaise (Dir. Informatique))
Date: Fri, 31 Jan 2003 10:41:19 +0100
Subject: [rt-users] Is the ball in our court?
Message-ID: <870E25EC362DD6118A7400306E1260E2010D49A2@33par_exchange.dauphin-affichage.com>

Hi,

The way we solved the problem here is through a scrip. 
Some of our queues have only a few tickets, very few owners, and a usually
long delay before questions get an anwser (because they usually need some
research).
Users where complaining that they hd to check all tickets several times a
day for nothing, just in case someone had replied.

The scrip just send the owner a mail message when a transaction occurs on
its message. This transaction is almost always an incomming answer. The
emails contains a URL to the ticket itself so the owner just has to click on
the URL and he is back into RT on the desired ticket.

All this is just using standard features.

The proposed solutions based on status and proposed in the other replies are
interesting too, could not be applied to us. Turning the messages to
"solved" was not acceptable to us for several reasons :
1) Really, the ticket is NOT solved. I want to know there is still some
potential time to spend on it for the team.
2) When solving a ticket, we send a message out. Users would beleive we
consider that problems are solved when they can't be sorted out in less than
2 days. Bad for our reputation....


Blaise

-----Message d'origine-----
De : Jim Archer [mailto:jim at archer.net]
Envoye : vendredi 31 janvier 2003 00:06
A : rt-users at lists.fsck.com
Objet : [rt-users] Is the ball in our court?


Hi All...

We have been using RT for several weeks now and its saving us time and 
confusion every day!  There is one small issue I would appreciate some 
advice on.

We have found that it takes several exchanges with the customer to 
completely resolve their issue.  After we send them some correspondence, we 
don't have a good way to know if they have replied, since the TOLD column 
in the search is updated upon any correspondence, whether sent or received.

We have tried resolving the ticket right after sending correspondence, and 
this works in that it gets opened again by RT when the customer responds. 
This is not a great solution.

Is there an easy way to know that the customer has replied, without 
resolving the ticket?

Thanks!

Jim

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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
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From harald.kollera at fun.de  Fri Jan 31 09:02:10 2003
From: harald.kollera at fun.de (Harald Kollera)
Date: 31 Jan 2003 15:02:10 +0100
Subject: [rt-users] Is the ball in our court?
In-Reply-To: <17568512.1043949975@[192.168.1.101]>
References: <17568512.1043949975@[192.168.1.101]>
Message-ID: <1044021730.21003.345.camel@kamel>

Hi,

On Fri, 2003-01-31 at 00:06, Jim Archer wrote:
> Hi All...
> 
> Is there an easy way to know that the customer has replied, without 
> resolving the ticket?
In our workflow we have added a new state called "fixed", which means we
found a solution for the problem, but it is not tested yet or the
customer has not agreed to our solution . That depends on the usage of
the queue. In the web interface 'fixed' tickets are shown in a light
blue in the list of the tickets one owns, so everyone has a good
overview. (we like these colored lists :-) 
These tickets reopen like 'stalled' or 'resolved' tickets, if something
happens with them. Normally the customer responds next to a message.

Regards,
Harald
-- 
Dr. Harald Koll?ra   Professional Services
fun communications GmbH
Brauerstrasse 6   76135 Karlsruhe   Germany
Tel: +49 (0)7 21-9 64 48-1 54 Fax: +49 (0) 7 21 9 64 48-2 99
email: harald.kollera at fun.de  http://www.fun.de/



From prlawrence at Lehigh.EDU  Fri Jan 31 11:52:08 2003
From: prlawrence at Lehigh.EDU (Phil R Lawrence)
Date: Fri, 31 Jan 2003 11:52:08 -0500
Subject: [rt-users] prevent email ticket creation by new users?
Message-ID: <3E3AA9B8.40908@lehigh.edu>

Phil Homewood wrote:
 > Phil R Lawrence wrote:
 >
 >> [setting $LookupSenderInExternalDatabase and
 >> $SenderMustExistInExternalDatabase to true while
 >> keeping the stock LookupExternalUserInfo function] ...
 >> certainly blocked the creation of new users...  it also
 >> disabled the ability for *anyone* [to] create tickets
 >> via email
 >
 >
 > Hmm. That shouldn't be the case; LookupExternalUserInfo as
 > it ships should return success for everything.

And  so it does.  There is a logic flow bug in RT on this point...  The 
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.

This would be my first patch to a system I'm only just learning, so 
please check my findings!

GIVEN:
1.  In config.pm we set
         $LookupSenderInExternalDatabase = 1;
         $SenderMustExistInExternalDatabase = 1;
     and we leave the LookupExternalUserInfo function
     stock (i.e. it always returns true)
2.  rt-mailgate is invoked with an email from a known user

OBSERVE:
1.  rt-mailgate calls RT::Interface::Email's GetCurrentUser
     function

2.  GetCurrentUser() invokes LookupExternalUserInfo() and
     ends up with:
         $UserFoundInExternalDatabase = 1
         $Address = [email address]
         $Username = [email address]

3.  GetCurrentUser() manages to find the RT user with
     either the LoadByName or the LoadByEmail method

4.  GetCurrentUser() returns the user object to
     rt-mailgate

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.  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.


Phil



From gm at efn.org  Fri Jan 31 12:14:53 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Fri, 31 Jan 2003 09:14:53 -0800 (PST)
Subject: [rt-users] Is the ball in our court?
In-Reply-To: <15929.57946.128616.675332@yertle.kciLink.com>
Message-ID: <Pine.GSU.4.21.0301310900560.28814-100000@garcia.efn.org>

On Thu, 30 Jan 2003, Vivek Khera wrote:

> JA> We have found that it takes several exchanges with the customer to
> JA> completely resolve their issue.  After we send them some
> correspondence, we
>
> 
> someone posted here (or was it in contrib) a week or two ago some code
> to make the summary page show who was the last correspondent.  This
> should let you know what you need.  I've been meaning to implement
> this myself...

This is a really trivial thing to do...

My RT summary page currently provides:

 25 highest priority tickets I own...    
 # Subject Queue Status Last 
(where Last is last person to touch the ticket)

  25 highest priority tickets I requested...    
# Subject Owner Queue Status Last   

and

25 highest priority unclaimed tickets in the 8 queue(s) I watch...    
# Subject User Queue Status Age 
Where User shows the email of the user

To make these sorts of changes, modify My* in the Elements directory

Add these lines kind of lines in the right places:

<TH align=left>Last</TH> (This is the header of the column)
and
<TD><%$Ticket->LastUpdatedByObj->Name%></TD> (This is the data to display)

If you wanted to display the last time, the email, etc, just change the
data line... This is just an example, since clearly, you can add most
anything you can look up... if you don't know the RT schema, this is a
good point to start learning... if the field doesn't display what you
want, try try again.

and i agree that using stalled makes more sense in Jim's case.  We're
using resolved, since frequently, after the first response, the customer
doesn't reply, as it's been solved.





From gm at efn.org  Fri Jan 31 12:17:54 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Fri, 31 Jan 2003 09:17:54 -0800 (PST)
Subject: [rt-users] Archiving old tickets
In-Reply-To: <5.1.0.14.0.20030131210114.00b99ea0@bigblue>
Message-ID: <Pine.GSU.4.21.0301310916260.28814-100000@garcia.efn.org>

On Fri, 31 Jan 2003, Bruce wrote:

> At 11:27 AM 1/29/2003 -0600, you wrote:
> >Anyone know how to do this and still be able to search them. Or would that be
> >a mysql thing.
> 
> Im quite intrested in this too, we have tickets from around 1997, and when 
> anyone of the support team do a search for somthing MySQL starts to chug 
> away and eat the server load for about 5 minutes because of all the old 
> tickets.
> 
> If someone does have a way of archiving older tickets it would be nice, for 
> both space, and search speed.

Make your searches have a default "after X date"... that would limit the
SQL query a lot... probably greatly increase speed, without having to
touch the DB.




From awahlfeldt at subshell.com  Fri Jan 31 12:29:00 2003
From: awahlfeldt at subshell.com (Andreas Wahlfeldt)
Date: Fri, 31 Jan 2003 18:29:00 +0100
Subject: [rt-users] Organisations vs individual requestors
Message-ID: <007001c2c94e$3e12d990$d7164fd4@bernoulli>

hi andrew,

you might want individual queues set up for each organisations, i guess.
this way it's quite easy to find out how many tickets an organisation has open.

but maybe i got you wrong.

cu
andreas
  
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From khera at kcilink.com  Fri Jan 31 12:39:37 2003
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 31 Jan 2003 12:39:37 -0500
Subject: [rt-users] Archiving old tickets
In-Reply-To: <Pine.GSU.4.21.0301310916260.28814-100000@garcia.efn.org>
References: <5.1.0.14.0.20030131210114.00b99ea0@bigblue>
	<Pine.GSU.4.21.0301310916260.28814-100000@garcia.efn.org>
Message-ID: <15930.46297.782901.234366@onceler.kciLink.com>

>>>>> "SC" == Seth Cohn <Seth> 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.

Only if it were indexed by date, or does mysql have some other magic
in it?


From gm at efn.org  Fri Jan 31 13:43:46 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Fri, 31 Jan 2003 10:43:46 -0800 (PST)
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: <Pine.LNX.4.51.0301311024420.26661@furthur.efn.org>

On Fri, 31 Jan 2003, Andrew Pollock wrote:

> We're looking at migrating to RT2 from a never quite finished inhouse
> developed "thing".

If you've got enough development to try your own ticket system, making the
following change should be pretty easy:

> I know that the auto-created users that get made when a new requestor is
> seen can have an Organisation specified, and I know you can search for
> users based on organisation, but how hard would it be to implement ticket
> searching/filtering based on requestor organisation? Possibly this is a
> feature request... To be able to view the organisation in the queue, and
> to be able to search and filter based on it?

Adding the view is really easy: merely add the 'lookup' to the display of
whatever you want... It's just another property of Requestor you can
display.  See my recent mail about adding to the My* Elements, or add it
to the main listing (I think that's defined  in config.pm)

Search and filter, similarly, it's mostly a matter of cloning... take a
look for sections in Search and Web.pm using ValueofRequestor, and copy
that I think, then make changes as to what property you are using.




From jgedeon at qualcomm.com  Fri Jan 31 14:48:40 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Fri, 31 Jan 2003 11:48:40 -0800
Subject: [rt-users] Adding CC watchers
Message-ID: <5.1.0.14.2.20030131114559.038c1170@mail1.qualcomm.com>

My users want to add cc's to a ticket, these users don't necessarily have 
rt accounts nor do they need them but here everyone assumes the 
@example.com since all our mail servers do. And the RT CC ticket 
modification form rejects email addresses with out @example.com how can I 
easily change it to assume @example.com if there isn't one entered?

John


--
<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"



From tom at redpepperracing.com  Fri Jan 31 16:41:35 2003
From: tom at redpepperracing.com (Tom Lichti)
Date: Fri, 31 Jan 2003 16:41:35 -0500
Subject: [rt-users] Auto-logout problem with IE
In-Reply-To: <24301343.1040146355@[10.10.20.195]>
References: <24301343.1040146355@[10.10.20.195]>
Message-ID: <20769404.1044031294@[10.10.20.128]>

Well, after exploring every possible avenue, we finally stumbled onto the 
solution. We verified everything from DNS config on our DNS servers to the 
RT server, compared RT and Apache configs between the working dev box and 
the non-working prod box, you name it, we tried it. The solution? The prod 
server had an underscore in the name. Remove the underscore, voila, 
everything works fine. I don't know if this is a DNS restriction or a 
problem with RT, but regardless, it's finally fixed.

Thanks to anyone who emailed me suggestions, most pointed to DNS, and in 
the end, they were right.

Tom

--On Tuesday, December 17, 2002 5:32 PM -0500 Tom Lichti 
<tom at redpepperracing.com> wrote:

> OS: 2000, XP
> Browser: IE 5.5,6
> Server: Redhat 8, Apache 1.3.27, mod_perl 1.27, rt 2.0.15, MySQL
> 3.23.53a, HTML:Mason 1.1.15, Perl 5.8.0
>
> Problem: Using IE, a user can login successfully, but if they click on
> any link, it automatically logs them out and takes them to the login
> page. If you login again, it will take you to the page you requested
> previously. This works fine with the Phoenix browser (Mozilla branch),
> not sure of any others. I have played with the caching, cookie, etc.
> parameters under internet options, but it hasn't made a difference. It
> also seems to be related to how many users access the browser. For some
> people who are the only ones to use the terminal, it works ok (on my
> laptop, which was just installed with XP last week, and I am the only
> user, it does not work) and on systems that are shared, it never works.
>
> Does anyone have any suggestions? Also, where is session data stored, in
> the cookie? I don't see any tables that could be holding it. Or is it a
> variable that is passed between pages? Or is it in the URL? At a quick
> glance, I don't see it in the URL.
>
> Thanks in advance.
> Tom Lichti
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 bthauvin at clearchannel.fr  Fri Jan 31 17:21:59 2003
From: bthauvin at clearchannel.fr (THAUVIN Blaise (Dir. Informatique))
Date: Fri, 31 Jan 2003 23:21:59 +0100
Subject: [rt-users] Auto-logout problem with IE
Message-ID: <870E25EC362DD6118A7400306E1260E2010D49A6@33par_exchange.dauphin-affichage.com>

-----Message d'origine-----
De : Tom Lichti [mailto:tom at redpepperracing.com]
Envoye : vendredi 31 janvier 2003 22:42
A : rt-users at lists.fsck.com
Objet : Re: [rt-users] Auto-logout problem with IE


>>I don't know if this is a DNS restriction or a problem with RT, but
regardless, it's finally fixed.


It isdefinitely is a restriction in the DNS. The RFCs are very clear about
it, but Microsoft ignores it and let users put underscores in machines
names, so now many people think it is authorized. The naming conventions in
my company used to rely on underscores and we ran into A LOT of strange
problems like this one. You really want to suppress those. Many software
running on other OSes will refuse them, namely, Bind, the standard DNS for
Unix boxes needs to be compiled with a specific setting to accept
underscores. Most internet DNSes will not carry them.

Recently, IE started to be more restrictive on underscores in a domain. We
had a perfectly working commercial application which suddenly would not run
on some PCs while it was working on some others aparently perfectly similar.
The only difference was a "security patch" some users had downloaded through
the automatic windows update system.

Blaise
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From andrew-rt at andrew.net.au  Fri Jan 31 19:56:07 2003
From: andrew-rt at andrew.net.au (Andrew Pollock)
Date: Sat, 1 Feb 2003 10:56:07 +1000
Subject: [rt-users] Organisations vs individual requestors
In-Reply-To: <007001c2c94e$3e12d990$d7164fd4@bernoulli>
References: <007001c2c94e$3e12d990$d7164fd4@bernoulli>
Message-ID: <20030201005607.GA5708@daedalus.andrew.net.au>

On Fri, Jan 31, 2003 at 06:29:00PM +0100, Andreas Wahlfeldt wrote:
> hi andrew,
> 
> you might want individual queues set up for each organisations, i guess.
> this way it's quite easy to find out how many tickets an organisation has open.
> 
> but maybe i got you wrong.

That doesn't really scale though, you'd end up with heaps of queues to 
watch.

Andrew


From andrew-rt at andrew.net.au  Fri Jan 31 19:57:51 2003
From: andrew-rt at andrew.net.au (Andrew Pollock)
Date: Sat, 1 Feb 2003 10:57:51 +1000
Subject: [rt-users] Organisations vs individual requestors
In-Reply-To: <Pine.LNX.4.51.0301311024420.26661@furthur.efn.org>
References: <20030131011727.GA20824@daedalus.andrew.net.au> <Pine.LNX.4.51.0301311024420.26661@furthur.efn.org>
Message-ID: <20030201005751.GB5708@daedalus.andrew.net.au>

On Fri, Jan 31, 2003 at 10:43:46AM -0800, Seth Cohn, EFN General Manager wrote:
> On Fri, 31 Jan 2003, Andrew Pollock wrote:
> 
> > We're looking at migrating to RT2 from a never quite finished inhouse
> > developed "thing".
> 
> If you've got enough development to try your own ticket system, making the
> following change should be pretty easy:

How do major code customisations like you're suggesting carry across 
upgrades?

Andrew


From david.boulton at openwave.com  Fri Jan 31 20:41:31 2003
From: david.boulton at openwave.com (David Boulton)
Date: Fri, 31 Jan 2003 17:41:31 -0800
Subject: [rt-users] RT vs. Oracle: what are the issues?
Message-ID: <5.1.0.14.0.20030131171247.02a85b70@pop.openwave.com>

We have installed RT (2-0-15 on Solaris 8 and MySQL) for demo purposes, and I've gotten buy-in to now actually use it "for real" (in a limited way).

We are a heavily Oracle shop here. Many of our other product group's stuff sits on top of Oracle. Many of the local IT applications are Oracle. The RT installation docs scared me off of trying to use Oracle, warning of unnamed known difficulties that others had encountered. I installed MySQL just to be on the safe side on my sandbox installation.

The RT/MySQL system seems to have performance problems. (Slow searches at seemingly random times. Slow display of tickets with longer histories). Could this be some sort of pilot error in my installation? Or have I underestimated the size of the machine I will need to run RT effectively? (The current box is quite dinky -- a Sun Ultra 5 -- but there is only one, or at most two concurrent users).

I would probably be better off regarding local politics if I choose Oracle for the production installation. It will also be easier to get DBA assistance. So the obvious question is, what sort of trouble am I going to get into if I do? Are there known incompatibilities? Instabilities? Does the Oracle version matter much? Are there tricks to making it work successfully?

Personally, I'm agnostic, but I'm always in favor of making my life easier. I would appreciate comments from anyone who is actually using an RT over Oracle installation.

Thanks,
Dave Boulton

--
david.boulton at openwave.com



From gm at efn.org  Fri Jan 31 22:40:04 2003
From: gm at efn.org (Seth Cohn, EFN General Manager)
Date: Fri, 31 Jan 2003 19:40:04 -0800 (PST)
Subject: [rt-users] Organisations vs individual requestors
In-Reply-To: <20030201005751.GB5708@daedalus.andrew.net.au>
References: <20030131011727.GA20824@daedalus.andrew.net.au>
 <Pine.LNX.4.51.0301311024420.26661@furthur.efn.org>
 <20030201005751.GB5708@daedalus.andrew.net.au>
Message-ID: <Pine.LNX.4.53.0301311935430.3060@furthur.efn.org>

On Sat, 1 Feb 2003, Andrew Pollock wrote:

> > > We're looking at migrating to RT2 from a never quite finished inhouse
> > > developed "thing".
> >
> > If you've got enough development to try your own ticket system, making the
> > following change should be pretty easy:
>
> How do major code customisations like you're suggesting carry across
> upgrades?

I'd call this a minor customization.  I'd suspect about a hour's worth of
work.

Well, the web front end (ie the display parts) is Mason, and it is built
with a 'local' directory for code changes.  Worst case, you'd want to diff
and patch new versions, if the new version of a page had something you
need/want/etc

The backend (the perl side), mostly I'm suggesting _adding_ a
subroutine/line to handle the added functionality.  Should be pretty safe
for the future.

Then, there is always the best way: code it so that Jesse likes it, and
it'll find it's way into the codebase for everyone. :)

Seth



From tom at redpepperracing.com  Fri Jan 31 22:39:12 2003
From: tom at redpepperracing.com (Tom Lichti)
Date: Fri, 31 Jan 2003 22:39:12 -0500
Subject: [rt-users] Auto-logout problem with IE
In-Reply-To: <870E25EC362DD6118A7400306E1260E2010D49A6@33par_exchange.dauphin-affichage.com>
References: <870E25EC362DD6118A7400306E1260E2010D49A6@33par_exchange.dauphin
 -affichage.com>
Message-ID: <5974050.1044052752@[10.10.20.91]>

I haven't read the RFC, but I believe you. Oddly enough, the DNS server 
(bind 9 I believe) did not bark about the name until we tried to make a 
CNAME entry to the original server name. Then it said it was invalid. We 
removed the one with the underscore and just went with the name without the 
underscore.

Well, live and learn.

Thanks
Tom

--On Friday, January 31, 2003 11:21 PM +0100 "THAUVIN Blaise (Dir. 
Informatique)" <bthauvin at clearchannel.fr> wrote:

> -----Message d'origine-----
> De : Tom Lichti [mailto:tom at redpepperracing.com]
> Envoye : vendredi 31 janvier 2003 22:42
> A : rt-users at lists.fsck.com
> Objet : Re: [rt-users] Auto-logout problem with IE
>
>
>>> I don't know if this is a DNS restriction or a problem with RT, but
> regardless, it's finally fixed.
>
>
> It isdefinitely is a restriction in the DNS. The RFCs are very clear about
> it, but Microsoft ignores it and let users put underscores in machines
> names, so now many people think it is authorized. The naming conventions
> in my company used to rely on underscores and we ran into A LOT of strange
> problems like this one. You really want to suppress those. Many software
> running on other OSes will refuse them, namely, Bind, the standard DNS for
> Unix boxes needs to be compiled with a specific setting to accept
> underscores. Most internet DNSes will not carry them.
>
> Recently, IE started to be more restrictive on underscores in a domain. We
> had a perfectly working commercial application which suddenly would not
> run on some PCs while it was working on some others aparently perfectly
> similar. The only difference was a "security patch" some users had
> downloaded through the automatic windows update system.
>
> Blaise




From binands at iGlobalMedia.com  Sat Jan  4 22:23:03 2003
From: binands at iGlobalMedia.com (Binand Raj S.)
Date: Sun, 5 Jan 2003 08:53:03 +0530
Subject: [rt-users] Questions on usernames and passwords
In-Reply-To: <20030104161955.89860.qmail@web13709.mail.yahoo.com> <BF7B6E36-1FF0-11D7-ABAF-000393B2BB20@flothow.de>
References: <20030104130143.GC6199@binand.cysphere.com> <20030104161955.89860.qmail@web13709.mail.yahoo.com> <20030104130143.GC6199@binand.cysphere.com> <BF7B6E36-1FF0-11D7-ABAF-000393B2BB20@flothow.de>
Message-ID: <20030105032303.GA18063@binand.cysphere.com>

On Sat, Jan 04, 2003 at 03:28:09PM +0100, Sebastian Flothow wrote:
> >I am creating a CanonicalizeAddress routine for my employer's use. It
> >would do
> >
> >$email =~ s/\@.*ourdomain\.com//i;
> >return $email;
> >
> >(Since the part before '@' in my company is unique, this is ok I 
> >expect.)
> 
> No, it isn't ok since RT will send mail to that address. And you 
> probably get mail from other domains too, right?

Right. What I posted was indeed the wrong way to do it, which I figured almost
immediately after I hit 'y' :(

> >Another question: I want to assign a password and mail it back if the
> >ticket is indeed from someone in ourdomain.com
> 
> Jesse posted a template snippet back in November:
> < http://lists.fsck.com/pipermail/rt-users/2002-November/010705.html >

Thanks. I knew about this post, and had tried to search the archives,
but couldn't find it.

BTW, anyone who has a private copy of that post that you can bounce
to me?  The list archive version has mime junk all over it. :(

On Sat, Jan 04, 2003 at 08:19:55AM -0800, Stanislav Sinyagin wrote:
> Hi, 
> 
> As far as I understood, you have already some kind of 
> external user database, and want to create those users in RT. 
> 
> Why don't you try to utilize some kind of external user authentication
> (this way the passwords are the same everywhere), and 
> user importing?
> 
> There are solutions with LDAP, which work fine with 
> Microsoft Exchange/Active directory, and with any other LDAP service. 

Ah, the premise is correct - in my organisation, the email addresses
are unique, and we are sort of standardizing on the part before the '@'
as usernames everywhere.

Unfortunately, the mail server does not use LDAP for authentication
(in hindsight, I guess I should have used LDAP).

I am not concerned with tickets opened by people who use other email
addresses - just the ones from @ourdomain.com. If it is from ourdomain.com,
I want the autocreated username to be minus the @ourdomain.com, and the full
email address otherwise. In either case, I want an autocreated password to be
mailed.

I hope that is clear :) Let me go back to the drawing board.

Binand



From Tom.Stephenson at audiumcorp.com  Mon Jan  6 19:57:57 2003
From: Tom.Stephenson at audiumcorp.com (Tom Stephenson)
Date: Mon, 6 Jan 2003 19:57:57 -0500
Subject: [rt-users] Hiding keywords/Making transparent to Non-Privileged users
Message-ID: <704484CEBAB28643B5B51934137784AD75CFF9@fizz.audiumcorp.com>

Hello,

My org. wants keywords to be treated like comments -- all keyword
content should only viewable by privaleged users.

I've already removed the appropriate code from /SelfService/Display.html
so that keywords aren't displayed in the SelfService Web Interface but
am having a trouble preventing them from showing up in the SelfService
audit trail.

One fix would appear to be to change the transaction Type stored in the
Transation table when adding a Keyword from 'Keyword' to 'Comment'.
However, I'm unclear as to the adverse effects of having all future
interaction with the keyword transaction as as a comment.  

Alternatively some logic could be created so that
/SelfService/Display.html and the corresponding perl treat transactions
of type 'Keyword' like 'Comments'  -- ie not printing them in the
selfservice view ... (perhaps exclude transactions of type 'keyword'
from being captured by the select query run by Display.html)

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?

-Tom



From gwleong at lbl.gov  Fri Jan 10 14:52:34 2003
From: gwleong at lbl.gov (Gary Leong)
Date: Fri, 10 Jan 2003 11:52:34 -0800
Subject: [rt-users] print report
Message-ID: <3E1F2482.180FB9B7@lbl.gov>

Hi,

I was wondering anybody knew how to print out a simple flat report of a
particular queue, including the history.  Perhaps a simple sql query
into a file would work.  Any help would be appreciated, otherwise, I
would have to go to each ticket, and hit the print button.  Thanks in
advance!

Gary




From john at trdlnk.com  Fri Jan 10 18:19:05 2003
From: john at trdlnk.com (John Giles)
Date: Fri, 10 Jan 2003 17:19:05 -0600
Subject: [rt-users] [err]: Couldn't load from the users database.
Message-ID: <20030110231905.GI14012@trdlnk.com>

Help.
I have a major problem.  My RT2 on RH 8.0 with MySQL was 
working great.  Now it doesn't send any emails and I get 
this error when I take ownership of a ticket.
----
[err]: Couldn't load from the users database.
----

I manually deleted a number of unwanted usernames from
within MySQL that has their password set to *NO-PASSWORD*
(because I noticed there were a lot of SPAM addresses).
I must have removed a few important Users, Nobody and root.

I believe I can fix this problem if I can recreate the
base Users table for RT2... Most importantly 'Nobody' 
and 'root'.  I found $RT/etc/insertdata and recreated 
the two users based off that script but still no go. 

I can promise the Users tables the only RT2 table I 
issued a delete command on.

Please reply to john at trdlnk.com AND the RT list with all
emails.

John Giles
john at trdlnk.com


From will at willardjwilliams.com  Tue Jan 14 17:14:57 2003
From: will at willardjwilliams.com (W. J. Williams)
Date: Tue, 14 Jan 2003 14:14:57 -0800 (PST)
Subject: [rt-users] trouble installing RT2
Message-ID: <20030114221457.64542.qmail@web13502.mail.yahoo.com>

Hi, Hope someone can help me with what I am sure is a simple problem to
solve...just not for this newbie to FreeBSD.

I get the following error when attempting to install:

patching for rt2-2.0.14
applying FreeBSD patches for rt2-2.0.14
patch: **** can't cd to /usr/ports/www/rt2/work/rt-2-0-14: No such file or
directory
>>Patch patch-Makefile failed to apply cleanly.
***Error code 1

I gather it is looking for this directory and makefile, but I am lost as
to why this is not included in the ports.  Additionally, I have just
updated my ports tree and still no dice.

Any help would be greatly appreciated.

Regards,

Will Williams
NOC Manager,
Star 21 Networks
"Searching for a cheaper trouble ticketing system"

=====
Will Williams
mobile: +49(0) 178-806-7966


From scoutts at bcs.org.uk  Wed Jan 15 05:18:19 2003
From: scoutts at bcs.org.uk (Steven Coutts)
Date: Wed, 15 Jan 2003 10:18:19 -0000
Subject: [rt-users] Mailer error
Message-ID: <EEEEKJEFECBFNONCDDKACEBCCDAA.scoutts@bcs.org.uk>

Can anyone shed any light on this problem I am having sending mail to rt ??

>--------------------------------------------------------------------------<

This message was created automatically by mail delivery software (Exim).

A message that you sent could not be delivered to one or more of its
recipients. This is a permanent error. The following address(es) failed:

  pipe to |/usr/local/rt2/bin/rt-mailgate --queue europa_support --action
correspond
    generated by support at europa.lan
    local delivery failed

The following text was generated during the delivery attempt:

------ pipe to |/usr/local/rt2/bin/rt-mailgate --queue
europa_support --action correspond
       generated by support at europa.lan ------

Can't locate Class/ReturnValue.pm in @INC (@INC contains: /usr/local/rt2/etc
/usr/local/rt2/lib /usr/lib/perl5/5.8.0/i686-linux /usr/lib/perl5/5.8.0
/usr/lib/perl5/site_perl/5.8.0/i686-linux /usr/lib/perl5/site_perl/5.8.0
/usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.0/i686-linux /usr/lib/perl5/vendor_perl/5.8.0
/usr/lib/perl5/vendor_perl) at
/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm line 6.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm line 6.
Compilation failed in require at
/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record/Cachable.pm line 6.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record/Cachable.pm line 6.
Compilation failed in require at /usr/local/rt2/lib/RT/Record.pm line 25.
BEGIN failed--compilation aborted at /usr/local/rt2/lib/RT/Record.pm line
25.
Compilation failed in require at /usr/local/rt2/lib/RT/CurrentUser.pm line
31.
BEGIN failed--compilation aborted at /usr/local/rt2/lib/RT/CurrentUser.pm
line 31.
Compilation failed in require at /usr/local/rt2/lib/RT.pm line 3.
BEGIN failed--compilation aborted at /usr/local/rt2/lib/RT.pm line 3.
Compilation failed in require at /usr/local/rt2/lib/RT/Interface/Email.pm
line 122.
BEGIN failed--compilation aborted at
/usr/local/rt2/lib/RT/Interface/Email.pm line 122.
Compilation failed in require at /usr/local/rt2/bin/rt-mailgate line 30.
BEGIN failed--compilation aborted at /usr/local/rt2/bin/rt-mailgate line 30.
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Outgoing mail is certified Virus Free.
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From kamara at cfi.co.ug  Wed Jan 15 13:31:59 2003
From: kamara at cfi.co.ug (Kamara Eric R-M)
Date: Wed, 15 Jan 2003 21:31:59 +0300 (EAT)
Subject: [rt-users] New install problem
In-Reply-To: <1042564765.1086.107.camel@ryn>
References: <1042564765.1086.107.camel@ryn>
Message-ID: <20030115213000.J82146-100000@nemesis.eahd.or.ug>

On Tue, 14 Jan 2003, Bobby Wrenn wrote:

> Sorry about the possible double posts. Evolution defaulted to reply to
> sender. I'll be careful about the To: line.
> -----Forwarded Message-----
>
> From: Bobby Wrenn <bjwrenn at augustmail.com>
> To: Phil Homewood <pdh at snapgear.com>
> Subject: Re: [rt-users] New install problem
> Date: 14 Jan 2003 10:18:32 -0600
>
> On Mon, 2003-01-13 at 16:53, Phil Homewood wrote:
> > Please keep list discussion on the list. Thanks.
> >
> > Bobby Wrenn wrote:
> > > On Sun, 2003-01-12 at 21:11, Phil Homewood wrote:
> > > > Bobby Wrenn wrote:
> > > > > When browsing to the RT box at http://10.1.29.255/ I get the following:
> > > > >
> > > > > ----------
> > > > > <& /Elements/Header, Title=>"Start page", Refresh =>
> > > >
> > > > Did you follow the installation instructions? See
> > > > http://fsck.com/rtfm/article.html?id=2#49
> >
> > > Yes I followed the instructions to the letter. I believe that the
> > > testdeps is missing something or something is installed and not running.
> > > mod_perl is running.
> >
> > If mod_perl is loading, you haven't got apache configured correctly.
> > (But I'm curious as to how you know that "mod_perl is running"?)
> >
> > In particular, you're missing a PerlRequire, SetHandler, or PerlHandler
> > directive, at a guess.  Post the relevant chunks of your apache config,
> > it should be easy enough to spot.
> >
> I know mod_perl is running (at least configured) because
> /var/log/httpd/error_log shows:
>
> [Mon Jan 13 17:37:56 2003] [notice] Apache/1.3.23 (Unix)
> (Red-Hat/Linux) mod_ssl/2.8.7 OpenSSL/0.9.6b DAV/1.0.3 PHP/4.1.2
> mod_perl/1.26 configured -- resuming
> normal operations
>
> As mentioned in my earlier posts I put the default entries from the
> install docs into my httpd.conf. They are:
>
> DocumentRoot "/usr/local/rt2/WebRT/html"
> <Directory "/usr/local/rt2/WebRT/html">
> PerlRequire /usr/local/rt2/bin/webmux.pl
> <Location />
>   SetHandler perl-script
>   PerlHandler RT::Mason
> </Location>
>
> I have matched the permissions with the default /var/www tree.
>
> I have installed RT on more than one box with more than one Linux
> distribution. I alway get to this spot once all the dependencies are
> met.
>
> I don't know enough to know what parts of config.pm might be relevant.
>
> Thanks,
> Bobby
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
hey Bobby,
since u apparently have apache configured with mod_ssl enabled do
apachectl startssl instead of just apachectl start and see if that helps

regards,
Eric


From kamara at cfi.co.ug  Wed Jan 15 13:38:18 2003
From: kamara at cfi.co.ug (Kamara Eric R-M)
Date: Wed, 15 Jan 2003 21:38:18 +0300 (EAT)
Subject: [rt-users] Setup error on Solaris
In-Reply-To: <3E25A548.6010007@adnovum.ch>
References: <3E25A548.6010007@adnovum.ch>
Message-ID: <20030115213716.C82146-100000@nemesis.eahd.or.ug>

Hi Florian,
try http://myserver.xy/rt/index.html and it might work

regards,
Eric
On Wed, 15 Jan 2003, Florian Haid wrote:

> Hi
>
> Today, i've tried to install RT2 (Version 2.1.59) on a Solaris 8
> Box. On this machine is Perl 5.8.0, mod_perl 1.99.8
> with Apache 2.0.4.3 installed. The Apache-Config for RT2 looks
> like:
>
> Alias /rt /home/flori/projects/requesttracker/rt
> PerlRequire /home/flori/projects/requesttracker/rt/bin/webmux.pl
>
> <Location /rt>
>    SetHandler perl-script
>    PerlHandler RT::Mason
> </Location>
>
> The apache-server runs fine, after disabling the syslog features
> for RT2.
> *BUT* if I try to access http://myserver.xy/rt/ , i recive a 404...
> And in the error_log from the webserver are 2 new lines:
>
> [Wed Jan 15 18:31:00 2003] [error] [client 192.168.6.34] Attempt to
> serve directory: /home/flori/projects/requesttracker/rt/
> [Wed Jan 15 18:31:01 2003] [notice] Apache/2.0.43 (Unix)
> mod_perl/1.99_08 Perl/v5.8.0 PHP/4.2.3 configured -- resuming normal
> operations
>
> And I cant figure out why i get this error....any ideas ?
>
> Thanks in advance
> - Florian
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 abdulsr at mindtree.com  Thu Jan 16 04:56:25 2003
From: abdulsr at mindtree.com (Abdul Razack S)
Date: Thu, 16 Jan 2003 15:26:25 +0530
Subject: [rt-users] Error with uninitialized value
Message-ID: <E125980C421DFD4DA0B80D55DB1EDA5803BF18@mtv01ex01.mindtree.com>

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
	Now creating a database for RT
	Enter the mysql password for root:
	Creating mysql database rt2.
	Use of uninitialized value at tools/initdb line 203, <STDIN> chunk 1.
	Died at tools/initdb line 203, <STDIN> chunk 1.
	make: *** [createdb] Error 2
	 
Any help would be much appreciated
Thanks & Regards
-Abdul
-----------------------------------------------------------------------------
---------------
S. ABDUL RAZACK
MINDTREE CONSULTING PVT LTD..
91-80-6711777
-----------------------------------------------------------------------------
---------------



From f.wagner at kht-online.de  Thu Jan 16 10:28:52 2003
From: f.wagner at kht-online.de (Wagner Frank)
Date: Thu, 16 Jan 2003 16:28:52 +0100
Subject: [rt-users] bin/initacls.mysql: Command not found
Message-ID: <E106B83FB9BED31193C90000B45EE97022D3BD@KHT3>



Hello,

i have a really strange problem, can't solve this myself.
When i invoke make acls the Makefile always stops like
this:

heiligekuh:/var/kht/rt-2-0-15 # make acls
cp etc/acl.mysql '//opt/rt2/etc/acl.mysql'
/usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
                        s'!!DB_HOST!!'"localhost"'g;\
                        s'!!DB_RT_PASS!!'"rt_pass"'g;\
                        s'!!DB_RT_HOST!!'"localhost"'g;\
                        s'!!DB_RT_USER!!'"rt_user"'g;\
                        s'!!DB_DATABASE!!'"rt2"'g;" //opt/rt2/etc/acl.mysql
bin/initacls.mysql '/usr' 'localhost' '' 'root' '' 'rt2'
'//opt/rt2/etc/acl.mysql'
make: bin/initacls.mysql: Command not found
make: *** [acls] Error 127
heiligekuh:/var/kht/rt-2-0-15 #




Thanks for your help,


Frank Wagner


From scoutts at bcs.org.uk  Thu Jan 16 11:26:35 2003
From: scoutts at bcs.org.uk (Steven Coutts)
Date: Thu, 16 Jan 2003 16:26:35 -0000
Subject: [rt-users] (no subject)
In-Reply-To: <E106B83FB9BED31193C90000B45EE97022D3C1@KHT3>
Message-ID: <EEEEKJEFECBFNONCDDKAAEBKCDAA.scoutts@bcs.org.uk>

I had the same problem yesterday.

Have you upgraded to perl 5.8.0 recently??

I solved this by copying ReturnValue.pm from /usr/lib/perl5/oldVersion/Class
to /usr/lib/perl5/5.8.0/Class (Had to create the Class directory).


Regards


-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Wagner Frank
Sent: 16 January 2003 16:17
To: 'rt-users at lists.fsck.com'
Subject: [rt-users] (no subject)




Altough a make testdeps reports no problems i got this installation error
also:




heiligekuh:/var/kht/rt-2-0-15 # make insert
cp -rp ./tools/insertdata \
         //opt/rt2/etc
/usr/bin/perl -p -i -e " s'!!RT_ETC_PATH!!'/opt/rt2/etc'g;\
                   s'!!RT_LIB_PATH!!'/opt/rt2/lib'g;"\
        //opt/rt2/etc/insertdata
/usr/bin/perl -I//opt/rt2/etc -I//opt/rt2/lib //opt/rt2/etc/insertdata
Can't locate Class/ReturnValue.pm in @INC (@INC contains: /opt/rt2/etc
/opt/rt2/lib //opt/rt2/etc //opt/rt2/lib
/usr/lib/perl5/5.8.0/i586-linux-thread-multi /usr/lib/perl5/5.8.0
/usr/lib/perl5/site_perl/5.8.0/i586-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl .) at
/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm line 6.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm line 6.
Compilation failed in require at
/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record/Cachable.pm line 6.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record/Cachable.pm line 6.
Compilation failed in require at /opt/rt2/lib/RT/Record.pm line 25.
BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Record.pm line 25.
Compilation failed in require at /opt/rt2/lib/RT/User.pm line 30.
BEGIN failed--compilation aborted at /opt/rt2/lib/RT/User.pm line 30.
Compilation failed in require at //opt/rt2/etc/insertdata line 18.
BEGIN failed--compilation aborted at //opt/rt2/etc/insertdata line 18.
make: *** [insert] Error 2



Any hints?


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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
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From erik.wasser at iquer.net  Mon Jan 20 16:53:49 2003
From: erik.wasser at iquer.net (Erik Wasser)
Date: Mon, 20 Jan 2003 22:53:49 +0100
Subject: [rt-users] No reply mail for the ticker requestor
Message-ID: <200301201907.18665.erik.wasser@iquer.net>

Hi.

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.

Then I modified the code in '/rt2/lib/RT/Action/SendEmail.pm'. At the 
beginning of the routine 'Commit' I dumped via 
"Dumper($self->TemplateObj->MIMEObj->head);" to a logfile. Here's the 
result:

$VAR1 = bless( {
	'mail_hdr_list' => [
		'Subject: [company.net #89] test',
		'From: "Erik Wasser via RT" <help-unix at company.net>',
		'Reply-To: help-unix at company.net',
		'In-Reply-To: <rt-89 at company.net>',
		'Message-ID: <rt-89-338.7.08217661043825 at company.net>',
		'Precedence: bulk',
		'X-RT-Loop-Prevention: company.net',
		'RT-Ticket: company.net #89',
		'Managed-by: RT 2.0.15 (http://bestpractical.com/rt/)',
		'RT-Originator: fuzz at company.net'
	],
	[...useless MIME::Head stuff...]
   }, 'MIME::Head' );

You see, there is no "To", "Cc" or "Bcc" field. Is that okay? This is 
the reason why RT2 is sending no mail, but why is there no "To" field? 

Ideas? Comment? B-)

Thanks for your help.

-- 
So long... Erik Wasser



From mwatson at portjackson.net  Sun Jan 26 01:52:51 2003
From: mwatson at portjackson.net (Matthew Watson)
Date: Sun, 26 Jan 2003 14:52:51 +0800
Subject: [rt-users] Searching with RT "hangs"
In-Reply-To: <m3bs24yfjt.fsf@tux.uwaterloo.ca>
References: <JDEMKKMKMAAPCNHIBFLGOEMGEDAA.jdeberry@townnews.com>
 <m3bs24yfjt.fsf@tux.uwaterloo.ca>
Message-ID: <229608028.1043592771@SUPERNAUT>

I had this problem. I solved is as follows

1) Altered search pages so staff could not do a search on more than one 
requestor,
eg
Where request = "bob at bla.com" AND requestor ="john at bla.com",
I found often what was happening is users didn't quite understand that if 
they
refreshed the page on a search, it would add those items into the search 
again.

2) Moved all tables to innodb, this allowed from row level locking, so even
if a big query was being run, other queries could also get processed and
not get queued waiting for that big one to finish.

Previously to doing this, I was getting lockups atleast once a day, 
normally more
and the only practical solution was to restart mysql or manually kill the
offending mysql querys.

Hope this helps.

Mat.


--On Saturday, 25 January 2003 6:29 PM -0500 Giles Malet - IST 
<gdmalet at ist.uwaterloo.ca> wrote:

> "John DeBerry" <jdeberry at townnews.com> writes:
>
>> I am having an elusive problem with RT 2.0.15. It "hangs" sometimes when
>> displaying a search result
>
> We have a similar problem, with a similar setup. I turned on "slow"
> logging on mysql and confirmed that it is searches doing it, usually
> pretty hairy ones. Somewhere (can't remember where) I read that this
> behaviour is triggered when a query results in more than one join to
> the Watcher's table. MySQL is not stuck, it's just doing huge amounts
> of processing. If you leave it long enough it will proceed, logging
> that it searched thousands of records.... Example below, note that
> before we killed it it ran for 1020 seconds = 17 minutes on an
>
> vendor_id       : GenuineIntel
> model name      : Intel(R) Pentium(R) 4 CPU 1.60GHz
> stepping        : 4
> cpu MHz         : 1607.112
> cache size      : 512 KB
>
> Not sure who's to blame. Poorly constructed SQL queries from RT, or
> MySQL doing something silly?
>
> Still searching for answers myself.
>
> gdm
>
>
># Time: 030124 15:40:53
># User at Host: rt2_user[rt2_user] @ localhost []
># Query_time: 1020  Lock_time: 0  Rows_sent: 0  Rows_examined: 54377
> SELECT DISTINCT main.* FROM Tickets main, Watchers Watchers_1, Watchers
> Watchers_3 LEFT JOIN Users as Users_2  ON  Watchers_1.Owner = Users_2.id
> LEFT JOIN Users as Users_4  ON  Watchers_3.Owner = Users_4.id  WHERE
> ((Watchers_3.Type = 'Requestor')) AND ((Watchers_3.Scope = 'Ticket')) AND
> ((main.EffectiveId = main.id)) AND ((Watchers_1.Scope = 'Ticket')) AND
> ((Watchers_1.Type = 'Requestor')) AND ((main.Queue = '23')OR(main.Queue =
> '25')) AND ((Watchers_1.Email LIKE '%alfred%')OR(Users_2.EmailAddress
> LIKE '%alfred%')OR(Watchers_3.Email LIKE
> '%alfred%')OR(Users_4.EmailAddress LIKE '%alfred%'))  AND main.id =
> Watchers_1.Value  AND main.id = Watchers_3.Value  ORDER BY main.id DESC
> LIMIT 50; _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 lutz.oliver.beck at 100world.de  Mon Jan 27 09:26:01 2003
From: lutz.oliver.beck at 100world.de (Lutz Oliver Beck)
Date: Mon, 27 Jan 2003 15:26:01 +0100
Subject: [rt-users] Interface for telephone system
Message-ID: <E0030063D5E8984383E645B3AC7B8E0E1F9934@nues-exc01-2k.100world.global>

Hello,

I'm looking for an add on for RT 2.0.13 to connect the ticket system to
our tk system. Every incoming call which is accepted by one of the
members of our support crew a new ticket should be created by rt. Are
there any known solutions?

Many thanks in advance and regards,

Lutz-Oliver Beck


From scott.hardin at hnsc.de  Mon Jan 27 03:24:22 2003
From: scott.hardin at hnsc.de (Scott Hardin)
Date: Mon, 27 Jan 2003 09:24:22 +0100
Subject: [rt-users] RT Getting Started Guide
Message-ID: <3E34ECB6.4020008@hnsc.de>

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 <scott.hardin at hnsc.de>
Hard 'n Software Consulting GmbH





From samuel.jaud at logicacmg.com  Tue Jan 28 05:19:40 2003
From: samuel.jaud at logicacmg.com (Samuel Jaud)
Date: Tue, 28 Jan 2003 11:19:40 +0100
Subject: [rt-users] How to specify multiple cc's at ticket creation?
Message-ID: <FA7959A48B754E459E6BFD88B01F46BE6E2C1B@fr-par-mb01.fra.group.cmg.com>

I'm also concerned with tha question.

Is it ok with commas?

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...

Is there a way in RT to change that and keep as requestors everyone the first email is sent to ? 

Thanks
Samuel


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From prl2 at Lehigh.EDU  Thu Jan 30 10:09:37 2003
From: prl2 at Lehigh.EDU (Phil R Lawrence)
Date: Thu, 30 Jan 2003 10:09:37 -0500
Subject: [rt-users] prevent email ticket creation by new users?
In-Reply-To: <20030130022657.GF1059@luggage.internal.moreton.com.au>
References: <3E38070D.10302@lehigh.edu> <20030130022657.GF1059@luggage.internal.moreton.com.au>
Message-ID: <3E394031.6070808@lehigh.edu>

Phil Homewood wrote:
> Phil R Lawrence wrote:
> 
>>By default, a new user is auto-created if an unrecognized email address 
>>is used.  How can I disable this?  I only want users that I create to 
>>have the right to create Tickets.
> 
> 
> Untested: try enabling LookupSenderInExternalDatabase
> and SenderMustExistInExternalDatabase in config.pm. The
> LookupExternalUserInfo shim in config.pm shouldn't need
> touching. This could perhaps be considered slight abuse
> of the ExternalUserInfo stuff. :-)

This certainly blocked the creation of new users...  it also disabled 
the ability for *anyone* create tickets via email (because everyone 
fails the LookupExternalUserInfo function).

So I guess I want to replace this function with one that authenticates 
against the RT database.  I had the bright idea that I might use one of 
the RT::* modules to do this...

Before I list out my lame first test script (which didn't work) perhaps 
someone already know the best way to do this?

Anyway, here is my attempt, which fails with:
Can't use string ("RT::User") as a HASH ref while "strict refs" in use 
at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm line 890.

----------------------------------------------------------------
#! /usr/bin/perl
use warnings;
use diagnostics;
use strict;

use lib "/opt/rt2/lib";
use lib "/opt/rt2/etc";

use RT::Interface::CLI  qw(CleanEnv LoadConfig DBConnect
                            GetCurrentUser GetMessageContent);

#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::User;
use Data::Dumper;

my $user;
$user = RT::User->Load("tjs5");
print Dumper($user);
----------------------------------------------------------------