From dpitts at mk.net Sat Mar 1 12:30:23 2003 From: dpitts at mk.net (David) Date: Sat, 1 Mar 2003 12:30:23 -0500 Subject: [rt-users] can't install Message-ID: <038301c2e018$3d7c7a00$a701a8c0@hera> All, I'm trying to install RT and make install keeps erroring out. make dropdb works fine, however. Here is the output, with the "passwords" starred out. $make install mkdir -p //usr/local/rt2/bin mkdir -p //usr/local/rt2/WebRT/data mkdir -p //usr/local/rt2/WebRT/sessiondata mkdir -p //usr/local/rt2/etc mkdir -p //usr/local/rt2/lib mkdir -p //usr/local/rt2/WebRT/html mkdir -p //usr/local/rt2/local/WebRT/html /usr/bin/perl tools/initdb 'mysql' '/usr/local/mysql' 'localhost' '' 'root' 'rt2' create Now creating a database for RT. Enter the mysql password for root: Creating mysql database rt2. cp etc/acl.mysql '//usr/local/rt2/etc/acl.mysql' /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\ s'!!DB_HOST!!'"localhost"'g;\ s'!!DB_RT_PASS!!'"*********"'g;\ s'!!DB_RT_HOST!!'"localhost"'g;\ s'!!DB_RT_USER!!'"user_rt"'g;\ s'!!DB_DATABASE!!'"rt2"'g;" //usr/local/rt2/etc/acl.mysql bin/initacls.mysql '/usr/local/mysql' 'localhost' '' 'root' '********' 'rt2' '//usr/local/rt2/etc/acl.mysql' Enter the mysql administrator's database password to create a new user for RT ERROR 1045: Access denied for user: 'root at localhost' (Using password: YES) Enter the mysql administrator's database password to nondestructively reload the database /usr/local/mysql/bin/mysqladmin: connect to server at 'localhost' failed error: 'Access denied for user: 'root at localhost' (Using password: YES)' make: *** [acls] Error 1 $make dropdb /usr/bin/perl tools/initdb 'mysql' '/usr/local/mysql' 'localhost' '' 'root' 'rt2' drop Now dropping the RT2 database. Enter the mysql password for root: About to drop mysql database rt2. WARNING: This will erase all data in rt2. If you have an existing RT 2.x installation, this will destroy all your data. i Proceed [y/N]:y Dropping mysql database rt2. My first thought was that the the password for root at localhost was not set or not set correctly. However, when I try to access mysql with root I must enter in the password, and it is the password I used above. $mysql -u root ERROR 1045: Access denied for user: 'root at localhost' (Using password: NO) $ mysql -u root -p Enter password: Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection id is 31 to server version: 3.23.55 Type 'help;' or '\h' for help. Type '\c' to clear the buffer. mysql> Therefore, I don't think it is a problem on mysql side. Any help would be appreciated. Thanks, David Pitts http://www.dpitts.com dpitts at mk.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From noah at allresearch.com Sat Mar 1 13:51:51 2003 From: noah at allresearch.com (Noah Silverman) Date: Sat, 1 Mar 2003 13:51:51 -0500 Subject: [rt-users] HELP!! Apache 2.0 and mod_perl 1.99 Message-ID: I was able to install RT, but can't get it to run. I don't know how to set up the apache config file to work with RT. I'm using mod_perl 1.99 (really 2.0) and some of the directives are not the same. -N From admin at lctn.org Sat Mar 1 14:27:09 2003 From: admin at lctn.org (Raymond Norton) Date: Sat, 1 Mar 2003 13:27:09 -0600 (CST) Subject: [rt-users] HELP!! Apache 2.0 and mod_perl 1.99 In-Reply-To: References: Message-ID: <1262.66.103.161.14.1046546829.squirrel@support.lctn.k12.mn.us> Do yourself a favor and uninstall both, replacing them with older versions. I had the same problem and installed apache 1.3, and mod_perl 1.x something. Everything works now. > I was able to install RT, but can't get it to run. > > I don't know how to set up the apache config file to work with RT. I'm > using mod_perl 1.99 (really 2.0) and some of the directives are not > the same. > > -N > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Raymond Norton Little Crow Telemedia Network 320-234-0270 From autrijus at autrijus.org Sun Mar 2 00:56:36 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Sun, 2 Mar 2003 13:56:36 +0800 Subject: [rt-users] HELP!! Apache 2.0 and mod_perl 1.99 In-Reply-To: <1262.66.103.161.14.1046546829.squirrel@support.lctn.k12.mn.us> Message-ID: <20030302055636.GA27128@aut.dyndns.org> On Sat, Mar 01, 2003 at 01:27:09PM -0600, Raymond Norton wrote: > Do yourself a favor and uninstall both, replacing them with older > versions. > I had the same problem and installed apache 1.3, and mod_perl 1.x > something. Everything works now. On the other hand, RT 2.1.x (i.e. soon to be RT v3) has been running with mod_perl 1.99_08 and apache 2.0.44 (and CGI 2.89) here without problems for quite a while. Maybe you can consider an upgrade? Thanks, /Autrijus/ From B.Schofield at mailbox.gu.edu.au Sun Mar 2 19:32:34 2003 From: B.Schofield at mailbox.gu.edu.au (Brook Schofield) Date: Mon, 03 Mar 2003 10:32:34 +1000 Subject: [rt-users] HELP!! Apache 2.0 and mod_perl 1.99 In-Reply-To: <20030302055636.GA27128@aut.dyndns.org> References: <1262.66.103.161.14.1046546829.squirrel@support.lctn.k12.mn.us> Message-ID: <5.1.1.6.0.20030303102410.02d5b1c8@kraken.itc.gu.edu.au> At 01:56 PM 2/03/2003 +0800, Autrijus Tang wrote: >On Sat, Mar 01, 2003 at 01:27:09PM -0600, Raymond Norton wrote: > > Do yourself a favor and uninstall both, replacing them with older > > versions. > > I had the same problem and installed apache 1.3, and mod_perl 1.x > > something. Everything works now. > >On the other hand, RT 2.1.x (i.e. soon to be RT v3) has been running >with mod_perl 1.99_08 and apache 2.0.44 (and CGI 2.89) here without >problems for quite a while. Maybe you can consider an upgrade? As an Apache 2.0.43/mod_perl 1.99_07/Mason 1.17 user I haven't experienced any major problems - other than the 200 v 304 redirect problem in the quick search box. Is this overcome in bumping to the higher versions? ...or is this just a wait and see until the Mason/Mod_Perl groups resolve this issue? -Brook ========================================================================= = _/_/_/ _/_/_/ _/_/_/ _/_/_/ _/ _/ Brook Schofield = = _/ _/ _/ _/ _/ _/ _/ _/ _/ _/ B.Schofield at mailbox.gu.edu.au = = _/_/ _/_/_/ _/ _/ _/ _/ _/_/ Ph: +61 7 387 53779 - WCN 0.28 = = _/ _/ _/ _/ _/ _/ _/ _/ _/ _/ Directory Services Integration = = _/_/_/ _/ _/ _/_/_/ _/_/_/ _/ _/ Griffith University QLD 4111 = ========================================================================= From brillpappin at rogers.com Sun Mar 2 22:08:49 2003 From: brillpappin at rogers.com (Brill Pappin) Date: Sun, 2 Mar 2003 22:08:49 -0500 Subject: [rt-users] roll-back hell References: <038301c2e018$3d7c7a00$a701a8c0@hera> Message-ID: <007e01c2e132$36d13590$0201a8c0@PTAH> Ok, Attempted a rollback after discovering I couldn't easily update the database from the newer version. From brillpappin at rogers.com Sun Mar 2 23:07:32 2003 From: brillpappin at rogers.com (Brill Pappin) Date: Sun, 2 Mar 2003 23:07:32 -0500 Subject: [rt-users] roll-back hell References: <038301c2e018$3d7c7a00$a701a8c0@hera> <007e01c2e132$36d13590$0201a8c0@PTAH> Message-ID: <00a401c2e13a$6b8890a0$0201a8c0@PTAH> FYI - in case anyone has this problem again. I'm not sure exactly when it happened, but during the upgrade a bunch of permissions where reset on the box... anyway, the problem was that RT could not write to its log directory, and seemed to "fail silently". I finally tracked it down, deleted the old log, and reset the permissions on its log dir, and everything came back up. - Brill Pappin ----- Original Message ----- From: "Brill Pappin" To: Sent: Sunday, March 02, 2003 10:08 PM Subject: [rt-users] roll-back hell > Ok, > > Attempted a rollback after discovering I couldn't easily update the database > from the newer version. > > From 2.0.15, I attempted an upgrade to 2.1.9 (to fix the corrupt binary > problem). > before doing this, Apache, mysql and rt-2.0.15 where backed up. > > when the upgrade failed, I rolled everything back... the problems is that > it's no longer working ;) > > Apache and MySQL are working fine. the original data/tables in MySQL are > intact and available to the rt_user... RT comes up in the web browser... > however its not getting any data from the DB (usually this is a sign the DB > is down, but its not). > and to top it off, I can find no log information *anywhere* indicating why > RT is not getting data. > > Does anyone have *any* idea what I should be looking for? > (like maybe where the error log should be... there is nothing in the RT > log, httpd log or mysql log). > > - Brill Pappin > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From shimi at shimi.net Sun Mar 2 23:29:36 2003 From: shimi at shimi.net (shimi) Date: Mon, 3 Mar 2003 06:29:36 +0200 (IST) Subject: [rt-users] roll-back hell In-Reply-To: <00a401c2e13a$6b8890a0$0201a8c0@PTAH> Message-ID: this happened to me too during my initial install. at last, to avoid that from happening again, i made a special log dir for rt (who produces many files) at /var/log/rt, and set it's perms to 770 and the owner/group to rt/apache - that makes things stay happy :) On Sun, 2 Mar 2003, Brill Pappin wrote: > FYI - in case anyone has this problem again. > > I'm not sure exactly when it happened, but during the upgrade a bunch of > permissions where reset on the box... anyway, the problem was that RT could > not write to its log directory, and seemed to "fail silently". > > I finally tracked it down, deleted the old log, and reset the permissions on > its log dir, and everything came back up. > > > - Brill Pappin > > > ----- Original Message ----- > From: "Brill Pappin" > To: > Sent: Sunday, March 02, 2003 10:08 PM > Subject: [rt-users] roll-back hell > > > > Ok, > > > > Attempted a rollback after discovering I couldn't easily update the > database > > from the newer version. > > > > From 2.0.15, I attempted an upgrade to 2.1.9 (to fix the corrupt binary > > problem). > > before doing this, Apache, mysql and rt-2.0.15 where backed up. > > > > when the upgrade failed, I rolled everything back... the problems is that > > it's no longer working ;) > > > > Apache and MySQL are working fine. the original data/tables in MySQL are > > intact and available to the rt_user... RT comes up in the web browser... > > however its not getting any data from the DB (usually this is a sign the > DB > > is down, but its not). > > and to top it off, I can find no log information *anywhere* indicating why > > RT is not getting data. > > > > Does anyone have *any* idea what I should be looking for? > > (like maybe where the error log should be... there is nothing in the RT > > log, httpd log or mysql log). > > > > - Brill Pappin > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- Best regards, Shimi ---- "Outlook is a massive flaming horrid blatant security violation, which also happens to be a mail reader." "Sure UNIX is user friendly; it's just picky about who its friends are." From mwatson at netspace.net.au Mon Mar 3 00:36:02 2003 From: mwatson at netspace.net.au (Matthew Watson) Date: Mon, 03 Mar 2003 13:36:02 +0800 Subject: [rt-users] RT3 doco? Message-ID: <713503934.1046698562@matty> Heya. I remember about a week ago or so, jesse posted a link to a pdf document for RT3, which he wanted feedback on? Anyone have this link? Thanks. Matt. From wash at wananchi.biz Mon Mar 3 01:33:47 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Mon, 3 Mar 2003 09:33:47 +0300 Subject: [rt-users] RT3 doco? In-Reply-To: <18pikp-0006QE-00@ns2.wananchi.com> References: <18pikp-0006QE-00@ns2.wananchi.com> Message-ID: <20030303063347.GB30723@ns2.wananchi.com> * Matthew Watson [20030303 08:44]: wrote: > Heya. > I remember about a week ago or so, jesse posted a link to a pdf document > for RT3, which he wanted feedback on? > > Anyone have this link? http://www.bestpractical.com/tech-review/ cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From wash at wananchi.biz Mon Mar 3 01:38:01 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Mon, 3 Mar 2003 09:38:01 +0300 Subject: [rt-users] HELP!! Apache 2.0 and mod_perl 1.99 In-Reply-To: <18pdv0-000DUh-00@ns2.wananchi.com> References: <1262.66.103.161.14.1046546829.squirrel@support.lctn.k12.mn.us> <18pdv0-000DUh-00@ns2.wananchi.com> Message-ID: <20030303063801.GC30723@ns2.wananchi.com> * Brook Schofield [20030303 03:35]: wrote: > At 01:56 PM 2/03/2003 +0800, Autrijus Tang wrote: > >On Sat, Mar 01, 2003 at 01:27:09PM -0600, Raymond Norton wrote: > >> Do yourself a favor and uninstall both, replacing them with older > >> versions. > >> I had the same problem and installed apache 1.3, and mod_perl 1.x > >> something. Everything works now. > > > >On the other hand, RT 2.1.x (i.e. soon to be RT v3) has been running > >with mod_perl 1.99_08 and apache 2.0.44 (and CGI 2.89) here without > >problems for quite a while. Maybe you can consider an upgrade? > > As an Apache 2.0.43/mod_perl 1.99_07/Mason 1.17 user I haven't experienced > any major problems - other than the 200 v 304 redirect problem in the quick > search box. > > Is this overcome in bumping to the higher versions? > > ...or is this just a wait and see until the Mason/Mod_Perl groups resolve > this issue? Hi, Could you kindly tell me what this redirect problem looks like. What I am seeing here is that when I do a quick search, I get a second page that says "OK, the document has moved _here_" and when I click _here_ I do get the listing. Is this what you are also seeing? Where is this described? -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: +254 2 313985-9 +254 2 313922 so I installed FreeBSD." GSM: +254 72 743223 +254 733 744121 This sig is McQ! :-) Rules: (1) The boss is always right. (2) When the boss is wrong, refer to rule 1. From mwatson at netspace.net.au Mon Mar 3 01:38:30 2003 From: mwatson at netspace.net.au (Matthew Watson) Date: Mon, 03 Mar 2003 14:38:30 +0800 Subject: [rt-users] RT3 doco? In-Reply-To: <20030303063347.GB30723@ns2.wananchi.com> References: <18pikp-0006QE-00@ns2.wananchi.com> <20030303063347.GB30723@ns2.wananchi.com> Message-ID: <717252144.1046702310@matty> Cheers :) --On Monday, 3 March 2003 9:33 AM +0300 Odhiambo Washington wrote: > * Matthew Watson [20030303 08:44]: wrote: >> Heya. >> I remember about a week ago or so, jesse posted a link to a pdf document >> for RT3, which he wanted feedback on? >> >> Anyone have this link? > > > http://www.bestpractical.com/tech-review/ > > cheers > - wash > +----------------------------------+------------------------------------- > ----+ Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD > (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, > Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI > | > +---------------------------------+-------------------------------------- > ----+ "Oh My God! They killed init! You Bastards!" > --from a /. post > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From scott at xs4all.net Mon Mar 3 04:29:55 2003 From: scott at xs4all.net (scott at xs4all.net) Date: Mon, 3 Mar 2003 10:29:55 +0100 Subject: [rt-users] Bring out your dead (tickets)... Message-ID: Hi, For some reason, tickets with status of dead are no longer showing up in queries through the web interface nor through the command line, however, a direct MySQL query works fine. The only recent change I've made to the system was the conversion of our tables to InnoDB format -- but I can not see why that would matter for this. rt --limit-status=dead --summary id Stat Queue Subject Requestor Nothing returned, nor in the web interface (and I know this Used To Work). However: mysql> select id,Subject from Tickets where Status="dead"; +------- +----------------------------------------------------------------------- ------------------------------------------------------------------------ -------+ | id | Subject | +------- +----------------------------------------------------------------------- ------------------------------------------------------------------------ -------+ | 20452 | Warning: could not send message for past 1 day | | 20822 | Warning: could not send message for past 1 day | | 29906 | Undelivered Mail Returned to Sender -01_Verwijsfor | | 63232 | Return receipt | | 64515 | Return receipt | | 66564 | Return receipt | And so on and so forth. So, what's up? Any ideas? Scott From bruce_campbell at ripe.net Mon Mar 3 06:00:57 2003 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Mon, 3 Mar 2003 12:00:57 +0100 (CET) Subject: [rt-users] can't install In-Reply-To: <038301c2e018$3d7c7a00$a701a8c0@hera> Message-ID: On Sat, 1 Mar 2003, David wrote: > I'm trying to install RT and make install keeps erroring out. make > dropdb works fine, however. Firstly, could you ensure that you only send one copy of your mail? Plain text and html versions in the same mail does not a polite netizen make. Second, there is a difference between 'localhost' and 'default localhost'. So where the RT install is connecting to 'localhost': > ERROR 1045: Access denied for user: 'root at localhost' (Using password: YES) This is not the same as the mysql client connecting to the default localhost (usually /tmp/mysql.sock or somesuch): > $ mysql -u root -p > Enter password: > Welcome to the MySQL monitor. Commands end with ; or \g. Try 'mysql -h 127.0.0.1 -u root -p' to see if you have a permission problem based on how you connect to the server. Further assistance on this problem is available on the online mysql manual, www.mysql.com . -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From prlawrence at Lehigh.EDU Mon Mar 3 10:38:01 2003 From: prlawrence at Lehigh.EDU (Phil R Lawrence) Date: Mon, 03 Mar 2003 10:38:01 -0500 Subject: [rt-users] No permission to display that ticket Message-ID: <3E6376D9.70200@lehigh.edu> Hi, I have a non-privelaged test_user... when I create a ticket with that account I get the error "No permission to display that ticket." However, I have given the Requestor group "ShowTicket" Here's the section of /WebRT/data/obj/standard/SelfService/Display.html that generates the error... unless ( $session{'CurrentUser'}->HasQueueRight ( TicketObj => $Ticket, Right => 'ShowTicket' ) ) { $m->comp ( 'Error.html', Why => "No permission to display that ticket" ); $m->abort(); } Thanks, Phil R Lawrence From prlawrence at Lehigh.EDU Mon Mar 3 14:13:45 2003 From: prlawrence at Lehigh.EDU (Phil R Lawrence) Date: Mon, 03 Mar 2003 14:13:45 -0500 Subject: [rt-users] No permission to display that ticket References: <3E6376D9.70200@lehigh.edu> Message-ID: <3E63A969.5040302@lehigh.edu> Phil R Lawrence wrote: > Hi, > > I have a non-privelaged test_user... when I create a ticket with that > account I get the error "No permission to display that ticket." My bad. I had put in an unrecognized email address under Requestors! The actual email address of the test_user worked fine. This does prompt a question, though. I put a call to $RT::Logger->debug into ./lib/RT/User.pm -- but nothing in /var/log/rt2 changed! Where is the output from this method? Thanks, Phil From jgedeon at qualcomm.com Mon Mar 3 14:27:54 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Mon, 03 Mar 2003 11:27:54 -0800 Subject: [rt-users] No permission to display that ticket In-Reply-To: <3E63A969.5040302@lehigh.edu> References: <3E6376D9.70200@lehigh.edu> Message-ID: <5.1.0.14.2.20030303112639.0379d3d0@mail1.qualcomm.com> Phil in your config.pm file there is a LogToFile variable. If it is set to error then only errors are logged to a file, if it is set to debug then errors and debug messages are logged. (at least that is my understanding, right list?) HTH John At 11:13 AM 3/3/2003, you wrote: >Phil R Lawrence wrote: >>Hi, >>I have a non-privelaged test_user... when I create a ticket with that >>account I get the error "No permission to display that ticket." > >My bad. I had put in an unrecognized email address under Requestors! The >actual email address of the test_user worked fine. > >This does prompt a question, though. I put a call to $RT::Logger->debug >into ./lib/RT/User.pm -- but nothing in /var/log/rt2 changed! Where is >the output from this method? > >Thanks, >Phil > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.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 iqbala at qwestip.net Mon Mar 3 14:58:34 2003 From: iqbala at qwestip.net (Asif Iqbal) Date: Mon, 3 Mar 2003 14:58:34 -0500 Subject: [rt-users] Third email is getting chopped Message-ID: <005b01c2e1bf$55dee7b0$aa880d0a@AR157369> Hi All I noticed that when I am sending an email and ccing to more than two people, part of the domain name of the last email address get chopped. Hence the third email address becomes an invalid one. Anyone else experienced this ? Thanks Asif From pdh at bestpractical.com Mon Mar 3 17:10:24 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Tue, 4 Mar 2003 08:10:24 +1000 Subject: [rt-users] No permission to display that ticket In-Reply-To: <5.1.0.14.2.20030303112639.0379d3d0@mail1.qualcomm.com> References: <3E6376D9.70200@lehigh.edu> <5.1.0.14.2.20030303112639.0379d3d0@mail1.qualcomm.com> Message-ID: <20030303221024.GA447@luggage.internal.moreton.com.au> John Gedeon wrote: > in your config.pm file there is a LogToFile variable. If it is set to error > then only errors are logged to a file, if it is set to debug then errors > and debug messages are logged. (at least that is my understanding, right > list?) Right, John. :-) -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From cyrille at iwebgroup.com Mon Mar 3 17:19:14 2003 From: cyrille at iwebgroup.com (Cyrille Mertes) Date: Mon, 03 Mar 2003 17:19:14 -0500 Subject: [rt-users] Attachments table in mysql References: <3E5B9C36.4000107@iwebgroup.com> <20030225-98b077aa4f019678a8c14c646ddeda4c@mail.boston.com> Message-ID: <3E63D4E2.7040306@iwebgroup.com> Hum... if I use myisampack this table will be in read only.. * After packing, the table is read-only. This is generally intended (such as when accessing packed tables on a CD). Also allowing writes to a packed table is on our TODO list but with low priority. Someone can advise me for another solution ? Thanks, Cyrille. darren chamberlain wrote: >* Cyrille Mertes [2003-02-25 11:38]: > > >>My Attachments table for rt2 in mysql is near 1.9Go. >> >>What is the best solution to reduce the size only of this table >>without affecting the rest of the rt system ? >> >> > >Have you looked at the pack_isam and myisampack commands that come as >part of your mysql install? > >(darren) > > > From pdh at bestpractical.com Mon Mar 3 21:21:12 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Tue, 4 Mar 2003 12:21:12 +1000 Subject: [rt-users] Bring out your dead (tickets)... In-Reply-To: References: Message-ID: <20030304022112.GM2174@luggage.internal.moreton.com.au> scott at xs4all.net wrote: > For some reason, tickets with status of dead are no longer showing up > in queries through the web interface nor through the command line, > however, a direct MySQL query works fine. http://fsck.com/rtfm/article.html?id=3#229 -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From BHouston at austar.com.au Mon Mar 3 23:13:46 2003 From: BHouston at austar.com.au (Brian Houston/NCO/CEtv) Date: Tue, 4 Mar 2003 14:13:46 +1000 Subject: [rt-users] Hacked SearchBuilder.pm Message-ID: Greetings, I've had to make some changes to SearchBuilder.pm to support our Oracle DB and extra search Parameters. I would like to have RT use a local version of SearchBuilder.pm by putting a 'use lib' statement somwhere like Config.pm . I actually tried putting it there, but RT still seems to be using the real SearchBuilder.pm in '/usr/lib/perl5/site_perl/5.6.1/DBIx. Before you ask---- yes I did restart Apache. Thanks and cheers, Brian Houston Austar http://www.austar.com.au *************************************************************************************************************************************************************************** This email and any files transmitted with it, are confidential and is intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error, please notify the system manager. This footnote also confirms that this email message has been scanned by AUSTAR Communications content and virus scanning applications for the presence of computer viruses. *************************************************************************************************************************************************************************** From gboug at unico.com.au Mon Mar 3 23:55:47 2003 From: gboug at unico.com.au (Greg Boug) Date: Tue, 4 Mar 2003 15:55:47 +1100 Subject: [rt-users] RT 2.0.15 - IE 6.0 - Having problems finding the server on occasion... Message-ID: <006f01c2e20a$51fadaa0$9164a8c0@pcgboug> Hi all, Have a relatively new RT install. All works OK except for using IE and modifying tickets (and in some cases, ticket creation.) I have: - HTML::Mason 1.18 - Apache 1.3.27 + mod_ssl + mod_perl Nothing is appearing in Apache's logs, so I'm thinking IE might possibly be giving up before it gets to actually send the request... I have been unable to reproduce this issue with Netscape or Mozilla... Suggestions would be appreciated... ;) Greg From cec2000 at mail.ru Tue Mar 4 02:21:27 2003 From: cec2000 at mail.ru (Sergey Gurov) Date: Tue, 4 Mar 2003 10:21:27 +0300 Subject: [rt-users] DBIx-SearchBuilder - sort order In-Reply-To: <200303031817.NAA18964@harmony.cc.purdue.edu> Message-ID: <23B4AF417194094BA23A306FE0D4211E52479F@zforum.bacint.ru> Hi, Steve. Thanks for your reply. As I can see you offer to add one more column to owned and requested tables? But since they are already sorted by descending Priority field it makes very little use. Of course I can sort them by ascending Starts (date) field and *visually* select most important one scheduled on that date. As a result I'll first see all tickets with empty Starts field despite of their priority. This is obviously not what I want. Just to clarify. I wonder is there any way in DBIx-SearchBuilder to order query results by more than one field? As I understand it is Jessy's creature so may be it makes sense to add this feature if it is missed? Thanks, Sergey. >-----Original Message----- >From: Steve Holmes [mailto:sjh at purdue.edu] >Sent: Monday, March 03, 2003 9:17 PM >To: Sergey Gurov >Cc: RT Users >Subject: Re: [rt-users] DBIx-SearchBuilder - sort order > > >I added the following to > >/local/WebRT/html/Elements/MyTickets (which was just >copied from the >non-local location): > > ><%$Ticket->Priority%> > > >And it did the right thing in the "Tickets I own" box. I put >it just before > > ><%$Ticket->QueueObj->Name%> > > >because that is where I wanted it. > >I assume you could make a similar change to the "tickets I requested" >element, too. > >Steve. > From jesse at bestpractical.com Tue Mar 4 02:28:44 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 4 Mar 2003 02:28:44 -0500 Subject: [rt-users] DBIx-SearchBuilder - sort order In-Reply-To: <23B4AF417194094BA23A306FE0D4211E52479F@zforum.bacint.ru> References: <200303031817.NAA18964@harmony.cc.purdue.edu> <23B4AF417194094BA23A306FE0D4211E52479F@zforum.bacint.ru> Message-ID: <20030304072844.GE31136@pallas.fsck.com> On Tue, Mar 04, 2003 at 10:21:27AM +0300, Sergey Gurov wrote: > Just to clarify. I wonder is there any way in DBIx-SearchBuilder to > order query results by more than one field? > As I understand it is Jessy's creature so may be it makes sense to add > this feature if it is missed? I wouldn't object to a patch to DBIx::SearchBuilder to do just that. > > Thanks, > Sergey. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From cec2000 at mail.ru Tue Mar 4 02:37:38 2003 From: cec2000 at mail.ru (Sergey Gurov) Date: Tue, 4 Mar 2003 10:37:38 +0300 Subject: [rt-users] DBIx-SearchBuilder - sort order In-Reply-To: <20030304072844.GE31136@pallas.fsck.com> Message-ID: <23B4AF417194094BA23A306FE0D4211E5247A1@zforum.bacint.ru> >> As I understand it is Jessy's creature so may be it makes >sense to add >> this feature if it is missed? > >I wouldn't object to a patch to DBIx::SearchBuilder to do just that. > accepted :) I'll make a high priority ticket for that. Sergey. From asmodai at wxs.nl Tue Mar 4 02:52:13 2003 From: asmodai at wxs.nl (Jeroen Ruigrok/asmodai) Date: Tue, 4 Mar 2003 08:52:13 +0100 Subject: [rt-users] Sort Order Message-ID: <20030304075213.GV3396@nexus.ninth-circle.org> Could somebody give me a small explanation of SortOrder (might be a 2.1.7x thing) before I dive off into the source? -- Jeroen Ruigrok van der Werven / asmodai / a capoeirista PGP fingerprint: 2D92 980E 45FE 2C28 9DB7 9D88 97E6 839B 2EAC 625B http://www.tendra.org/ | http://www.in-nomine.org/~asmodai/diary/ And the sun rises, and reflects in my eyes, as the tear hits the ground with the rain... From jesse at bestpractical.com Tue Mar 4 02:57:37 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 4 Mar 2003 02:57:37 -0500 Subject: [rt-users] Sort Order In-Reply-To: <20030304075213.GV3396@nexus.ninth-circle.org> References: <20030304075213.GV3396@nexus.ninth-circle.org> Message-ID: <20030304075737.GF31136@pallas.fsck.com> By default, RT will try to sort returned results in SortOrder (integer) order, instead of returning them unsorted. On Tue, Mar 04, 2003 at 08:52:13AM +0100, Jeroen Ruigrok/asmodai wrote: > Could somebody give me a small explanation of SortOrder (might be a > 2.1.7x thing) before I dive off into the source? > > -- > Jeroen Ruigrok van der Werven / asmodai / a capoeirista > PGP fingerprint: 2D92 980E 45FE 2C28 9DB7 9D88 97E6 839B 2EAC 625B > http://www.tendra.org/ | http://www.in-nomine.org/~asmodai/diary/ > And the sun rises, and reflects in my eyes, as the tear hits the ground > with the rain... > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 cec2000 at mail.ru Tue Mar 4 03:18:33 2003 From: cec2000 at mail.ru (Sergey Gurov) Date: Tue, 4 Mar 2003 11:18:33 +0300 Subject: [rt-users] DBIx-SearchBuilder - sort order In-Reply-To: <20030304072844.GE31136@pallas.fsck.com> Message-ID: <23B4AF417194094BA23A306FE0D4211E5247A2@zforum.bacint.ru> > >I wouldn't object to a patch to DBIx::SearchBuilder to do just that. > One more question if you don't mind. I use PERL ocasionally but still looking for handy development tool. Can someone suggest any? Both for Wintendo (C) and FreeBSD platform. PS. I'm using PerlBuilder by Solutionsoft now but it has some disadvantages. PPS. Notepad and vi have been mastered already. Sergey. From westmedia at ideal.net.au Tue Mar 4 03:25:02 2003 From: westmedia at ideal.net.au (Shane) Date: Tue, 4 Mar 2003 19:25:02 +1100 Subject: [rt-users] RT3 Install problem Message-ID: <000001c2e227$9159f970$0200a8c0@nizzan> Hi All I am a newbee to this so maybe it's a stupid question. I have a problem installing from the beginning.. When I do the configure I get a error of Unable to find warnings.pm and then I cant go any further. I tried this on a Freebsd 4.4 and 4.7 systems. I am using apache 1.3 and have mod_perl installed.. Please can anyone tell me where it wrong. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mwatson at netspace.net.au Tue Mar 4 03:28:12 2003 From: mwatson at netspace.net.au (Matthew Watson) Date: Tue, 04 Mar 2003 16:28:12 +0800 Subject: [rt-users] DBIx-SearchBuilder - sort order In-Reply-To: <23B4AF417194094BA23A306FE0D4211E5247A2@zforum.bacint.ru> References: <23B4AF417194094BA23A306FE0D4211E5247A2@zforum.bacint.ru> Message-ID: <810233644.1046795292@matty> If you know vi, you already know the best development tool that exists (you can even get it for windows) Matt. --On Tuesday, 4 March 2003 11:18 AM +0300 Sergey Gurov wrote: >> >> I wouldn't object to a patch to DBIx::SearchBuilder to do just that. >> > > One more question if you don't mind. > I use PERL ocasionally but still looking for handy development tool. Can > someone suggest any? > Both for Wintendo (C) and FreeBSD platform. > > PS. I'm using PerlBuilder by Solutionsoft now but it has some > disadvantages. > PPS. Notepad and vi have been mastered already. > > Sergey. > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From ron.gidron at shunra.com Tue Mar 4 06:50:25 2003 From: ron.gidron at shunra.com (Ron Gidron) Date: Tue, 4 Mar 2003 13:50:25 +0200 Subject: [rt-users] automatically Creating users based on external data file Message-ID: We have an M$ excel file with customer data, (name / product purchased / etc..), Is there a way to automatically create users in RT by way of scripting? (Using RT 3 beta for that matter)? Thanks Ron -------------- next part -------------- An HTML attachment was scrubbed... URL: From nsb at ceh.ac.uk Tue Mar 4 07:07:50 2003 From: nsb at ceh.ac.uk (Nicolas Bertrand) Date: Tue, 04 Mar 2003 12:07:50 +0000 Subject: [rt-users] 2 queues / 2 emails addresses Message-ID: Hello, We have an RT installation with 2 queues (help and developers). Up to now we have had one email address and we were manually moving relevant ticket to the second queue. We would like to add an email alias to our system so tickets can be created by email to the second Queue (developers). 1/ We have assigned an email address to the developers Queue (Configuration, Queue, developers and entering the relevant address to bypass the default queue (Help). 2/ We added a new alias in our MTA (postfix) to point developers at our_domain to the developers Queue: #RT aliases developers: "|/opt/rt2/bin/rt-mailgate --queue developers --action correspond" developers-comment: "|/opt/rt2/bin/rt-mailgate --queue developers --action comment" helpdesk: "|/opt/rt2/bin/rt-mailgate --queue 'help' --action correspond" helpdesk-comment: "|/opt/rt2/bin/rt-mailgate --queue 'help' --action comment" We obviously did rebuild our aliases db. So far everything tested (including developers at our_domain) still goes to the help queue. We tried many things. Even after temporarily disabling our help queue, tickets not inetended for the help queue still end up in the help queue. Are we missing the obvious? Any help will be greatly appreciated. We are using RT2.0.14 apache 1.3.27, fastcgi and postfix. Nicolas ------------------------------------------------------------------- Nicolas Bertrand CEH Oxford, Mansfield Road Oxford OX1 3SR Tel: 01865 281 658 Fax: 01865 281 696 email: nsb at ceh.ac.uk ------------------------------------------------------------------- From cec2000 at mail.ru Tue Mar 4 07:16:22 2003 From: cec2000 at mail.ru (Sergey Gurov) Date: Tue, 4 Mar 2003 15:16:22 +0300 Subject: [rt-users] 2 queues / 2 emails addresses In-Reply-To: Message-ID: <23B4AF417194094BA23A306FE0D4211E5247A5@zforum.bacint.ru> >helpdesk: "|/opt/rt2/bin/rt-mailgate --queue 'help' --action correspond" >helpdesk-comment: "|/opt/rt2/bin/rt-mailgate --queue 'help' --action comment" >We obviously did rebuild our aliases db. Mmm. May be this would work: helpdesk: "|/opt/rt2/bin/rt-mailgate --queue help --action correspond" helpdesk-comment: "|/opt/rt2/bin/rt-mailgate --queue help --action comment" Sergey. From nsb at ceh.ac.uk Tue Mar 4 07:26:08 2003 From: nsb at ceh.ac.uk (Nicolas Bertrand) Date: Tue, 04 Mar 2003 12:26:08 +0000 Subject: [rt-users] 2 queues / 2 emails addresses Message-ID: Thanks Sergei but this still removing the 's do not help :-( Nicolas >>> "Sergey Gurov" 03/04/03 12:16pm >>> >helpdesk: "|/opt/rt2/bin/rt-mailgate --queue 'help' --action correspond" >helpdesk-comment: "|/opt/rt2/bin/rt-mailgate --queue 'help' --action comment" >We obviously did rebuild our aliases db. Mmm. May be this would work: helpdesk: "|/opt/rt2/bin/rt-mailgate --queue help --action correspond" helpdesk-comment: "|/opt/rt2/bin/rt-mailgate --queue help --action comment" Sergey. _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 cec2000 at mail.ru Tue Mar 4 07:44:00 2003 From: cec2000 at mail.ru (Sergey Gurov) Date: Tue, 4 Mar 2003 15:44:00 +0300 Subject: [rt-users] 2 queues / 2 emails addresses In-Reply-To: Message-ID: <23B4AF417194094BA23A306FE0D4211E5247A6@zforum.bacint.ru> >Thanks Sergei but this still removing the 's do not help :-( > >Nicolas > And what is there in your mail log? Did you try to comment out those lines with helpdesk alias? (and rebuild aliases) Sergey. From mrz at intelenet.net Tue Mar 4 10:21:52 2003 From: mrz at intelenet.net (matthew zeier) Date: Tue, 4 Mar 2003 07:21:52 -0800 Subject: [rt-users] rt2 to rt3, importing just users, queues, scrips, groups - how? Message-ID: <002701c2e261$c9a6c490$0a16160a@desktop> I've been messing with the conversion tool today, trying to only export and import users, groups, queues and scrips. Specifically with users, I only want to keep non-Autocreated accounts. Around line 106 I have: if ($user_ds->{'Comments'} eq "Autocreated on ticket submission") { print STDERR "skipping $user_ds->{'EmailAddress'}\n"; } else { push (@{$ds->{'User'}},$user_ds); } And I commented out Links and put an exit() before the ticket exporter. Import fails with the following: [Mon Mar 3 22:41:31 2003] [crit]: Couldn't load principal to grant them SuperUser globally $VAR1 = { 'PrincipalType' => 'User', 'PrincipalId' => '1', 'Name' => 'SuperUser' }; (/opt/rt3/lib/RT.pm:226) What dependency did I miss? metadata only has Scrip, Right, Group, and User. -- matthew zeier | "Nothing in life is to be feared. InteleNet Communications, Inc. | It is only to be understood." (949) 784-7904 | - Marie Curie _______________________________________________ rt-devel mailing list rt-devel at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-devel From ben at atomicmatrix.net Tue Mar 4 10:58:30 2003 From: ben at atomicmatrix.net (Ben Goodwin) Date: Tue, 4 Mar 2003 10:58:30 -0500 Subject: [rt-users] How to set the Queue Mailsender Realname References: <3EA878A43F106949B62EAB87820773D408F883@iphsrv02.iphpa.ch> <001901c2df67$ed373900$6701a8c0@lap> <20030228203450.GR31136@pallas.fsck.com> Message-ID: <00b801c2e266$e9fb3050$2a4cb784@cinergi> Actually I've found that if I put this as the first line in the template: From: <{$Ticket->QueueObj->CorrespondAddress()}> that if I create a new ticket via the web interface, the auto-reply message sends the email with a from like so: From: <> As if $Ticket->QueueObj->CorrespondAddress() wasn't set yet. Any ideas on why? For now I've entered in straight text to get around the problem. It does work for tickets created for email, however... Thanks! -=| Ben > On Fri, Feb 28, 2003 at 03:28:11PM -0500, Ben Goodwin wrote: > > I've found that I can put, as the first line in the template body, a header > > like so: > > > > From: RealName email at addr.ess > > Don't forget that the templates can take arbitrary perl inside of { }, > so you can use { $Ticket->QueueObj->Description } instead of the > RealName.... From asmodai at wxs.nl Tue Mar 4 14:32:38 2003 From: asmodai at wxs.nl (Jeroen Ruigrok/asmodai) Date: Tue, 4 Mar 2003 20:32:38 +0100 Subject: [rt-users] DBIx-SearchBuilder - sort order In-Reply-To: <810233644.1046795292@matty> References: <23B4AF417194094BA23A306FE0D4211E5247A2@zforum.bacint.ru> <810233644.1046795292@matty> Message-ID: <20030304193238.GW3396@nexus.ninth-circle.org> -On [20030304 10:02], Matthew Watson (mwatson at netspace.net.au) wrote: >If you know vi, you already know the best development tool that exists (you >can even get it for windows) I must say I use vim on Unix and UltraEdit on Windows. gvim just doesn't cut it on Windows in my opinion. But I assume you are more looking for an IDE Sergey? -- Jeroen Ruigrok van der Werven / asmodai / a capoeirista PGP fingerprint: 2D92 980E 45FE 2C28 9DB7 9D88 97E6 839B 2EAC 625B http://www.tendra.org/ | http://www.in-nomine.org/~asmodai/diary/ The administration of justice is the firmest pillar of government... From nsb at ceh.ac.uk Tue Mar 4 16:07:19 2003 From: nsb at ceh.ac.uk (Nicolas Bertrand) Date: Tue, 04 Mar 2003 21:07:19 +0000 Subject: [rt-users] 2 queues / 2 emails addresses Message-ID: Hi Sergey, Our mail log: Mar 4 21:00:04 host.our_domain.com postfix/local[25577]: C9E242787BD: to=, relay=local, delay=3, status=sent ("|/opt/rt2/bin/rt-mailgate --queue developers --action correspond") This does still ends up in the wrong queue. Commenting out then rebuilding aliases/restarting MTA> I tried them all. Nic ------------------------------------------------------------------- Nicolas Bertrand CEH Oxford, Mansfield Road Oxford OX1 3SR Tel: 01865 281 658 Fax: 01865 281 696 email: nsb at ceh.ac.uk ------------------------------------------------------------------- >>> "Sergey Gurov" 03/04/03 12:47 PM >>> >Thanks Sergei but this still removing the 's do not help :-( > >Nicolas > And what is there in your mail log? Did you try to comment out those lines with helpdesk alias? (and rebuild aliases) Sergey. _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 aidan at yoyo.org Tue Mar 4 17:02:56 2003 From: aidan at yoyo.org (aidan at yoyo.org) Date: Wed, 05 Mar 2003 09:02:56 +1100 Subject: [rt-users] Enhancement bits and bobs Message-ID: <20030304220256.2723.qmail@aragorn.excido.com> Hi all, I've been using RT in production for about a month now (big thanks to whoever did the FreeBSD port). I've made some modifications to suit our environment and I thought I'd ask to see if they'd been done before (and perhaps better) or if someone else would be interested in using the code I'd written. Here's a brief list (most of these are trivial): 1) Added a line in the search page to display number of results 2) Created a scrip action that automatically assigns a keyword to a ticket on creation (we use it to parse the customer's email address and assign the ticket as belonging to that customer). 3) Added a few more statuses, the most significant being 'accepted'. This is when our customer has accepted that a problem has been solved - it comes after we've resolved it. Sometimes we disagree that something has been fixed :) I've also added a button in the SelfService page which allows users to 'Accept' a resolved ticket. (The other statuses were 'coded' to show we've written the code but not finished testing, 'tested', to show we've finished testing, 'reopened' when customer _doesn't_ accept that a bug has been fixed.) 4) We use subversion (subversion.tigris.org) as our source control tool, so I have a post-commit hook which talks to rt through the CLI to update a ticket - it will add the commit comment and the time taken and change the ticket to 'coded' status. (The ticket number and time must be specified in the checkin comment). I think the rest of the changes I've made have been cosmetic, in making the interface work the way that suits our company the best. Here's what's currently on my todo list (if anyone has done any of these already, please let me know): a) Make a quicksearch textbox, which brings up any issue that has whatever was entered in the textbox in either the subject or any of the comments or correspondence. (This is to make searching for duplicates easier). b) Create rollovers in the SelfService page to explain the status of each issue, so that if the customer rolls their mouse over any particular issue, a little box pops up to explain what the status means (along with a preference to turn this off - we allow customers at the preferences page) c) Statistical analysis; specifically who has worked on which tickets, how long they spent doing it, when they did it, averages over time, against a keyword, etc. This is to help us track how much time we spend on any particular customer, including working out who spent the time so we can track how much it then cost us. Hope some of this is useful to people out there. Let me know if you want any of the code I've done. I'm using version 2.0.15 which is the one in the FreeBSD port, and we're using it in production (we get 5-10 tickets a day, via email and web, and customers frequently check their issue status). Thanks to Jesse and the gang for putting RT together, it's a big help. Aidan From tom at redpepperracing.com Tue Mar 4 16:59:35 2003 From: tom at redpepperracing.com (Tom Lichti) Date: Tue, 04 Mar 2003 16:59:35 -0500 Subject: [rt-users] anyone successfully using rt-mailgate and Postfix v2? Message-ID: <367299338.1046797175@[10.10.20.135]> I've banged my head on this one for a few days, and I can't seem to get it right. I know there is a permissions problem somewhere, but I can't seem to nail it down. Postfix is VERY restrictive about aliases and external programs. I can get it to work from the command-line as the postfix user, but the actual alias pipe is setuid, and I can't seem to wrap my head around the problem. Any suggestions would be greatly appreciated. Thanks Tom From tom at redpepperracing.com Tue Mar 4 17:08:52 2003 From: tom at redpepperracing.com (Tom Lichti) Date: Tue, 04 Mar 2003 17:08:52 -0500 Subject: [rt-users] Enhancement bits and bobs In-Reply-To: <20030304220256.2723.qmail@aragorn.excido.com> References: <20030304220256.2723.qmail@aragorn.excido.com> Message-ID: <367855017.1046797731@[10.10.20.135]> Sounds like a lot of good stuff. I could probably use some of those changes. The one big thing that I need, and haven't looked at yet is adding a new 'action' (like Comment or Reply) called Downtime, where I can use the Worked Minutes field as a 'System Downtime' entry, and also an action called 'Paged' to signify when a Tier II/Tier III person has been paged. Of course, there may be a way of doing this as is that I haven't figured out yet, so any suggestions would be greatly appreciated. The statistical stuff would be great. I am using the Cozens stats package, but it's not quite what we are looking for. And yes, thanks to Jesse for a great system! Tom --On Wednesday, March 05, 2003 9:02 AM +1100 aidan at yoyo.org wrote: > > Hi all, > > I've been using RT in production for about a month now (big > thanks to whoever did the FreeBSD port). I've made some > modifications to suit our environment and I thought I'd ask > to see if they'd been done before (and perhaps better) or > if someone else would be interested in using the code I'd > written. Here's a brief list (most of these are trivial): > > 1) Added a line in the search page to display number of results > > 2) Created a scrip action that automatically assigns a keyword > to a ticket on creation (we use it to parse the customer's > email address and assign the ticket as belonging to that > customer). > > 3) Added a few more statuses, the most significant being > 'accepted'. This is when our customer has accepted that > a problem has been solved - it comes after we've resolved > it. Sometimes we disagree that something has been fixed :) > I've also added a button in the SelfService page which > allows users to 'Accept' a resolved ticket. > (The other statuses were 'coded' to show we've written the > code but not finished testing, 'tested', to show we've > finished testing, 'reopened' when customer _doesn't_ > accept that a bug has been fixed.) > > 4) We use subversion (subversion.tigris.org) as our source > control tool, so I have a post-commit hook which talks to > rt through the CLI to update a ticket - it will add the > commit comment and the time taken and change the ticket > to 'coded' status. (The ticket number and time must be > specified in the checkin comment). > > I think the rest of the changes I've made have been cosmetic, > in making the interface work the way that suits our company > the best. Here's what's currently on my todo list (if anyone > has done any of these already, please let me know): > > a) Make a quicksearch textbox, which brings up any issue > that has whatever was entered in the textbox in either > the subject or any of the comments or correspondence. > (This is to make searching for duplicates easier). > > b) Create rollovers in the SelfService page to explain the > status of each issue, so that if the customer rolls their > mouse over any particular issue, a little box pops up to > explain what the status means (along with a preference to > turn this off - we allow customers at the preferences page) > > c) Statistical analysis; specifically who has worked on which > tickets, how long they spent doing it, when they did it, > averages over time, against a keyword, etc. This is to > help us track how much time we spend on any particular > customer, including working out who spent the time so we > can track how much it then cost us. > > Hope some of this is useful to people out there. Let me > know if you want any of the code I've done. I'm using version > 2.0.15 which is the one in the FreeBSD port, and > we're using it in production (we get 5-10 tickets a day, via > email and web, and customers frequently check their issue status). > > Thanks to Jesse and the gang for putting RT together, it's > a big help. > > Aidan > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > From jesse at bestpractical.com Tue Mar 4 17:24:07 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 4 Mar 2003 17:24:07 -0500 Subject: [rt-users] Enhancement bits and bobs In-Reply-To: <20030304220256.2723.qmail@aragorn.excido.com> References: <20030304220256.2723.qmail@aragorn.excido.com> Message-ID: <20030304222407.GQ31136@pallas.fsck.com> On Wed, Mar 05, 2003 at 09:02:56AM +1100, aidan at yoyo.org wrote: > > a) Make a quicksearch textbox, which brings up any issue > that has whatever was entered in the textbox in either > the subject or any of the comments or correspondence. > (This is to make searching for duplicates easier). This one's actually already in 3.0. it might be worth having a look. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From aidan at yoyo.org Tue Mar 4 17:27:21 2003 From: aidan at yoyo.org (aidan at yoyo.org) Date: Wed, 05 Mar 2003 09:27:21 +1100 Subject: [rt-users] Enhancement bits and bobs In-Reply-To: Your message of "Tue, 04 Mar 2003 17:24:07 CDT." <20030304222407.GQ31136@pallas.fsck.com> Message-ID: <20030304222721.2924.qmail@aragorn.excido.com> > > > > On Wed, Mar 05, 2003 at 09:02:56AM +1100, aidan at yoyo.org wrote: > > > > a) Make a quicksearch textbox, which brings up any issue > > that has whatever was entered in the textbox in either > > the subject or any of the comments or correspondence. > > (This is to make searching for duplicates easier). > > > This one's actually already in 3.0. it might be worth having a look. Will do - how easy is the upgrade path? My main concern is that this is a live system and I want to minimise downtime. Aidan From pdh at bestpractical.com Tue Mar 4 17:43:03 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Wed, 5 Mar 2003 08:43:03 +1000 Subject: [rt-users] How to set the Queue Mailsender Realname In-Reply-To: <00b801c2e266$e9fb3050$2a4cb784@cinergi> References: <3EA878A43F106949B62EAB87820773D408F883@iphsrv02.iphpa.ch> <001901c2df67$ed373900$6701a8c0@lap> <20030228203450.GR31136@pallas.fsck.com> <00b801c2e266$e9fb3050$2a4cb784@cinergi> Message-ID: <20030304224303.GB446@luggage.internal.moreton.com.au> Ben Goodwin wrote: > Actually I've found that if I put this as the first line in the template: > > From: <{$Ticket->QueueObj->CorrespondAddress()}> > > that if I create a new ticket via the web interface, the auto-reply message > sends the email with a from like so: > > From: <> That's odd. The stock Autoreply template uses that construct in the body, and I've never seen it fail. Are you using said template, and if so, does the address appear correctly after the "Thank you," line? Silly question: you're absolutely sure that's exactly what's in your template (cut-and-pasted?), and there's no typo there? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From asmodai at wxs.nl Tue Mar 4 18:30:03 2003 From: asmodai at wxs.nl (Jeroen Ruigrok/asmodai) Date: Wed, 5 Mar 2003 00:30:03 +0100 Subject: [rt-users] anyone successfully using rt-mailgate and Postfix v2? In-Reply-To: <367299338.1046797175@[10.10.20.135]> References: <367299338.1046797175@[10.10.20.135]> Message-ID: <20030304233003.GA3396@nexus.ninth-circle.org> -On [20030304 23:17], Tom Lichti (tom at redpepperracing.com) wrote: >I've banged my head on this one for a few days, and I can't seem to get it >right. I know there is a permissions problem somewhere, but I can't seem to >nail it down. Postfix is VERY restrictive about aliases and external >programs. I can get it to work from the command-line as the postfix user, >but the actual alias pipe is setuid, and I can't seem to wrap my head >around the problem. With postfix 1.1 you needed to move the pipe commands to the aliases file instead of being able to use the virtual file. Did this mechanism change with the new postfix? -- Jeroen Ruigrok van der Werven / asmodai / a capoeirista PGP fingerprint: 2D92 980E 45FE 2C28 9DB7 9D88 97E6 839B 2EAC 625B http://www.tendra.org/ | http://www.in-nomine.org/~asmodai/diary/ But the time has come when all good things shall pass... From matt_lists at careercast.com Tue Mar 4 19:09:48 2003 From: matt_lists at careercast.com (Matt Simonsen) Date: 04 Mar 2003 16:09:48 -0800 Subject: [rt-users] bug or feature? Message-ID: <1046822988.1361.182.camel@mattsworkstation> After setting up both rt-2.1.75 and 2.1.79 and creating a new ticket (by hand) I see a Closed: date (that is, the Resolved field is set in the tickets table). This seems to me to be a bug, but I could be misunderstanding its meaning. When created I set the status of the ticket to new. When I close the ticket the Resolved time is updated as I would expect. Basically I am not sure why it has a value after creation. I would have expected it to remain unset. The only customization I have done is that I have modified the Makefile so as to not create any scrips when I reset the database. Am I seeing a bug or a feature? Any explanation would be appreciated - at least a "me too" so as to know it's the way it universally works. Thanks Matt Simonsen From dpitts at mk.net Tue Mar 4 20:25:08 2003 From: dpitts at mk.net (David) Date: Tue, 4 Mar 2003 20:25:08 -0500 Subject: [rt-users] closing a ticket via e-mail Message-ID: <02b901c2e2b6$0f27ff80$a701a8c0@hera> Is it possible (with stock RT) to close a ticket, take ownership of a ticket, etc. strictly via e-mail? Thanks, David Pitts http://www.dpitts.com dpitts at mk.net From rlpowell at digitalkingdom.org Tue Mar 4 20:48:22 2003 From: rlpowell at digitalkingdom.org (Robin Lee Powell) Date: Tue, 4 Mar 2003 17:48:22 -0800 Subject: [rt-users] closing a ticket via e-mail In-Reply-To: <02b901c2e2b6$0f27ff80$a701a8c0@hera> References: <02b901c2e2b6$0f27ff80$a701a8c0@hera> Message-ID: <20030305014822.GG28669@digitalkingdom.org> On Tue, Mar 04, 2003 at 08:25:08PM -0500, David wrote: > Is it possible (with stock RT) to close a ticket, take ownership of a > ticket, etc. strictly via e-mail? http://fsck.com/rtfm/article.html?id=5#76 -Robin -- http://www.digitalkingdom.org/~rlpowell/ *** I'm a *male* Robin. .i le pamoi velru'e zo'u crepu le plibu taxfu .i le remoi velru'e zo'u mo .i le cimoi velru'e zo'u ba'e prali .uisai http://www.lojban.org/ *** to sa'a cu'u lei pibyta'u cridrnoma toi From ben at atomicmatrix.net Tue Mar 4 20:55:21 2003 From: ben at atomicmatrix.net (Ben Goodwin) Date: Tue, 4 Mar 2003 20:55:21 -0500 Subject: [rt-users] How to set the Queue Mailsender Realname References: <3EA878A43F106949B62EAB87820773D408F883@iphsrv02.iphpa.ch> <001901c2df67$ed373900$6701a8c0@lap> <20030228203450.GR31136@pallas.fsck.com> <00b801c2e266$e9fb3050$2a4cb784@cinergi> <20030304224303.GB446@luggage.internal.moreton.com.au> Message-ID: <005701c2e2ba$488dc440$6801a8c0@dsg.atomicmatrix.net> > That's odd. The stock Autoreply template uses that construct in the body, > and I've never seen it fail. Are you using said template, and if so, > does the address appear correctly after the "Thank you," line? > > Silly question: you're absolutely sure that's exactly what's in > your template (cut-and-pasted?), and there's no typo there? Yeah I dunno why .. I ended up creating a new global config parameter (because in our installation I only need one realname/address) and editing Autoreply.pm to use the config parameter instead of the queue's name .. and then of course removed the From line at the top of the template.. oh well. Oh, and yes, it was cut-n-paste.. -=| Ben From tom at redpepperracing.com Tue Mar 4 20:52:51 2003 From: tom at redpepperracing.com (Tom Lichti) Date: Tue, 04 Mar 2003 20:52:51 -0500 Subject: [rt-users] anyone successfully using rt-mailgate and Postfix v2? In-Reply-To: <20030304233003.GA3396@nexus.ninth-circle.org> References: <20030304233003.GA3396@nexus.ninth-circle.org> Message-ID: <381295003.1046811171@[10.10.20.91]> --On Wednesday, March 05, 2003 12:30 AM +0100 "Jeroen Ruigrok/asmodai" wrote: > -On [20030304 23:17], Tom Lichti (tom at redpepperracing.com) wrote: >> I've banged my head on this one for a few days, and I can't seem to get >> it right. I know there is a permissions problem somewhere, but I can't >> seem to nail it down. Postfix is VERY restrictive about aliases and >> external programs. I can get it to work from the command-line as the >> postfix user, but the actual alias pipe is setuid, and I can't seem to >> wrap my head around the problem. > > With postfix 1.1 you needed to move the pipe commands to the aliases > file instead of being able to use the virtual file. > > Did this mechanism change with the new postfix? > No, the pipe is still in the aliases file, it just refuses to run. I have tried various combinations of adding the postfix user to the rt group, and copying the file and changing the permissions, etc, but I just can't seem to crack this nut. At first I was getting this message in the maillog: Mar 4 16:10:43 xxxserver postfix/local[9823]: 766DE1B003: to=, relay=local, delay=0, status=bounced (Command died with status 2: " /etc/smrsh/rt-mailgate --action comment". Command output: Can't do setuid ) Now I'm getting this: Mar 4 16:54:27 xxxserver postfix/local[10044]: 9A1BB1B003: to=, relay=local, delay=1, status=bounced (Command died with status 2: " /etc/smrsh/rt-mailgate --action comment". Command output: Can't locate config.pm in @INC (@INC contains: /usr/local/rt2/etc /usr/local/rt2/lib /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at /usr/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 /etc/smrsh/rt-mailgate line 18. BEGIN failed--compilation aborted at /etc/smrsh/rt-mailgate line 30. ) Any thoughts? Thanks Tom From amitchell at habeas.com Tue Mar 4 21:07:55 2003 From: amitchell at habeas.com (Anne P. Mitchell, Esq.) Date: Tue, 4 Mar 2003 18:07:55 -0800 Subject: [rt-users] "From" address for locally-created tickets; Slowness only upon "submit" Message-ID: <3E64EB7B.31998.20C5429@localhost> Hi, I am *so* glad to have found this list! Having used RT in my previous position, I insisted on having it installed at our present company, and have never looked back! Thank you, Jesse! I have a question - I've read all through the online manual, and searched where I could - so if I overlooked this, I apologize! We are having a situation where one of our users (logging in from across the country) often finds things slow waaay down after she "submits" - so everything else is fine, but when she clicks on submit, it takes _forever_ for it to go through, and sometimes it goes to a "page not found" error. I actually experience the slowness problem here, but it's never gone to "page not found". Does anyone have any ideas as to what we should look at for this? Thanks! Anne From russj at dimstar.net Tue Mar 4 21:42:54 2003 From: russj at dimstar.net (Russ Johnson) Date: Tue, 04 Mar 2003 18:42:54 -0800 Subject: [rt-users] anyone successfully using rt-mailgate and Postfix v2? In-Reply-To: <381295003.1046811171@[10.10.20.91]> References: <20030304233003.GA3396@nexus.ninth-circle.org> <20030304233003.GA3396@nexus.ninth-circle.org> Message-ID: <5.2.0.9.0.20030304183530.00b17320@192.168.0.2> At 08:52 PM 3/4/2003 -0500, you wrote: >At first I was getting this message in the maillog: >Mar 4 16:10:43 xxxserver postfix/local[9823]: 766DE1B003: >to=, relay=local, delay=0, status=bounced >(Command died with status 2: " /etc/smrsh/rt-mailgate --action comment". >Command output: Can't do setuid ) > >Now I'm getting this: >Mar 4 16:54:27 xxxserver postfix/local[10044]: 9A1BB1B003: >to=, relay=local, delay=1, status=bounced >(Command died with status 2: " /etc/smrsh/rt-mailgate --action comment". >Command output: Can't locate config.pm in @INC (@INC contains: >/usr/local/rt2/etc /usr/local/rt2/lib >/usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 >/usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi >/usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl >/usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi >/usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at >/usr/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 /etc/smrsh/rt-mailgate line 18. >BEGIN failed--compilation aborted at /etc/smrsh/rt-mailgate line 30. ) > >Any thoughts? Here's what I have for an alias in my rt/postfix installation: rt-support: |"/usr/local/rt2/bin/rt-mailgate --queue support --action correspond" Now, this works. What it looks like to me is that you can't find config.pm. What are the perms on that? Try setting them to everyone can read to see if that helps. Russ From asmodai at wxs.nl Wed Mar 5 02:37:25 2003 From: asmodai at wxs.nl (Jeroen Ruigrok/asmodai) Date: Wed, 5 Mar 2003 08:37:25 +0100 Subject: [rt-users] "From" address for locally-created tickets; Slowness only upon "submit" In-Reply-To: <3E64EB7B.31998.20C5429@localhost> References: <3E64EB7B.31998.20C5429@localhost> Message-ID: <20030305073725.GB61386@nexus.ninth-circle.org> -On [20030305 03:32], Anne P. Mitchell, Esq. (amitchell at habeas.com) wrote: >We are having a situation where one of our users (logging in from >across the country) often finds things slow waaay down after she >"submits" - so everything else is fine, but when she clicks on submit, >it takes _forever_ for it to go through, and sometimes it goes to a >"page not found" error. I actually experience the slowness problem >here, but it's never gone to "page not found". Does anyone have >any ideas as to what we should look at for this? Sounds as if the SQL statement is taking its time for the INSERTs. Which database is this? Which version of RT? Some SQL tuning/optimising might be needed. Can you see on the database that it is busy processing your SQL when you are logged into it using a web-based system or the command line? -- Jeroen Ruigrok van der Werven / asmodai / a capoeirista PGP fingerprint: 2D92 980E 45FE 2C28 9DB7 9D88 97E6 839B 2EAC 625B http://www.tendra.org/ | http://www.in-nomine.org/~asmodai/diary/ The Miracle of Love will take away your pain... From asmodai at wxs.nl Wed Mar 5 02:40:50 2003 From: asmodai at wxs.nl (Jeroen Ruigrok/asmodai) Date: Wed, 5 Mar 2003 08:40:50 +0100 Subject: [rt-users] How to set the Queue Mailsender Realname In-Reply-To: <005701c2e2ba$488dc440$6801a8c0@dsg.atomicmatrix.net> References: <3EA878A43F106949B62EAB87820773D408F883@iphsrv02.iphpa.ch> <001901c2df67$ed373900$6701a8c0@lap> <20030228203450.GR31136@pallas.fsck.com> <00b801c2e266$e9fb3050$2a4cb784@cinergi> <20030304224303.GB446@luggage.internal.moreton.com.au> <005701c2e2ba$488dc440$6801a8c0@dsg.atomicmatrix.net> Message-ID: <20030305074050.GC61386@nexus.ninth-circle.org> -On [20030305 03:02], Ben Goodwin (ben at atomicmatrix.net) wrote: >Yeah I dunno why .. I ended up creating a new global config parameter >(because in our installation I only need one realname/address) and editing >Autoreply.pm to use the config parameter instead of the queue's name .. and >then of course removed the From line at the top of the template.. oh well. >Oh, and yes, it was cut-n-paste.. Please note that there's a difference between (header) from and envelope-from. Some MTA's will build a from if not supplied or do other fun things with it. Not sure if this is what you're triggering, but might be worth checking. -- Jeroen Ruigrok van der Werven / asmodai / a capoeirista PGP fingerprint: 2D92 980E 45FE 2C28 9DB7 9D88 97E6 839B 2EAC 625B http://www.tendra.org/ | http://www.in-nomine.org/~asmodai/diary/ Sometimes things stare us in the face and we are too blind to see... From asmodai at wxs.nl Wed Mar 5 02:42:35 2003 From: asmodai at wxs.nl (Jeroen Ruigrok/asmodai) Date: Wed, 5 Mar 2003 08:42:35 +0100 Subject: [rt-users] bug or feature? In-Reply-To: <1046822988.1361.182.camel@mattsworkstation> References: <1046822988.1361.182.camel@mattsworkstation> Message-ID: <20030305074234.GD61386@nexus.ninth-circle.org> -On [20030305 01:32], Matt Simonsen (matt_lists at careercast.com) wrote: >After setting up both rt-2.1.75 and 2.1.79 and creating a new ticket (by >hand) I see a Closed: date (that is, the Resolved field is set in the >tickets table). This seems to me to be a bug, but I could be >misunderstanding its meaning. It is a bug, Jesse fixed this in the Aegis tree. http://fsck.com/aegis/aegis.cgi/rt.2.1.C263.patch?file at aepatch+project@rt.2.1+change at 263 gunzip that file, and patch your .79 tree with it, and make upgrade to install it without overwriting your config files. -- Jeroen Ruigrok van der Werven / asmodai / a capoeirista PGP fingerprint: 2D92 980E 45FE 2C28 9DB7 9D88 97E6 839B 2EAC 625B http://www.tendra.org/ | http://www.in-nomine.org/~asmodai/diary/ Hope is a letter that never arrives, delivered by the postman of my fear... From alex at porous.de Wed Mar 5 08:12:05 2003 From: alex at porous.de (alex at porous.de) Date: Wed, 5 Mar 2003 14:12:05 +0100 Subject: [rt-users] Problem: RT3/Apache2/Mod_Perl2 (Global $r object is not available.) Message-ID: <20030305131205.GD12658@flit.avma.de> Hi, I'm having trouble running rt-2.1.29 with Apache-2.0.44 and mod_perl-1.99_09-dev. However when i start the Apache I get the following error... Can anybody help me? _BEGIN_ [Wed Mar 05 13:40:16 2003] [error] Global $r object is not available. Set: PerlOptions +GlobalRequest in httpd.conf at /usr/local/perl-5.8.0/lib/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 567. Compilation failed in require at (eval 10) line 1. [Wed Mar 05 13:40:16 2003] [error] Can't load Perl file: /opt/rt-2.1.79/bin/webmux.pl for server rt.test.com:0, exiting... _END_ My Config Apache looks like this: _BEGIN_ ServerAdmin httpd at rt.test.com ServerName rt.test.com DocumentRoot /opt/rt-2.1.79/share/html AddDefaultCharset UTF-8 PerlModule Apache2 PerlModule Apache::compat PerlModule Apache::DBI PerlOptions +GlobalRequest PerlRequire /opt/rt-2.1.79/bin/webmux.pl Alias /rt /opt/rt-2.1.79/share/html SetHandler perl-script PerlHandler RT::Mason _END_ I'm using an Apache/2.0.44 mod_perl/1.99_09-dev Perl/v5.8.0 DAV/2. APACHE-MPM: tested with worker and prefork MPM MOD_PERL: build as DSO OS: Solaris 8 02/02 RT Version: 2.1.79 Mysql 4.0.10 All Perlmodules are installed, RT_Siteconfig.pom changed, mod_perl with Mason works. I did everything written in the README file. Could somebody help me with this problem? thanks a lot alex From oli at isnic.is Wed Mar 5 11:18:15 2003 From: oli at isnic.is (Olafur Osvaldsson) Date: Wed, 5 Mar 2003 16:18:15 +0000 Subject: [rt-users] 2.1.79 Errors (perhaps you forgot to load "RT::ScripAction"?) Message-ID: <20030305161814.GB52369@isnic.is> Hi, This email contains 3 seperate errors, split by: ========================================================================== I'm geting errors like the following in my http error log every time a RT should be sending an email. These come when I try to reply to a ticket: [Wed Mar 5 16:06:03 2003] [error]: Scrip 1 died. - Can't locate object method "CurrentUser" via package "RT::ScripAction" (perhaps you forgot to load "RT::ScripAction"?) at /usr/local/rt3/lib/RT/ScripAction_Overlay.pm line 170. Stack: [/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:281] [/usr/local/rt3/lib/RT/ScripAction_Overlay.pm:170] [/usr/local/rt3/lib/RT/ScripAction_Overlay.pm:147] [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:333] [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:169] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3648] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:2273] [/usr/local/rt3/lib/RT/Interface/Web.pm:388] [/usr/local/rt3/share/html/Ticket/Display.html:101] [/usr/local/rt3/share/html/Ticket/Update.html:189] [/usr/local/rt3/share/html/autohandler:146] (/usr/local/rt3/lib/RT/Scrip_Overlay.pm:360) [Wed Mar 5 16:06:03 2003] [error]: Scrip 5 died. - Can't locate object method "Load" via package "RT::ScripAction" (perhaps you forgot to load "RT::ScripAction"?) at /usr/local/rt3/lib/RT/ScripAction_Overlay.pm line 108. Stack: [/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:281] [/usr/local/rt3/lib/RT/ScripAction_Overlay.pm:108] [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:243] [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:333] [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:169] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3648] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:2273] [/usr/local/rt3/lib/RT/Interface/Web.pm:388] [/usr/local/rt3/share/html/Ticket/Display.html:101] [/usr/local/rt3/share/html/Ticket/Update.html:189] [/usr/local/rt3/share/html/autohandler:146] (/usr/local/rt3/lib/RT/Scrip_Overlay.pm:360) [Wed Mar 5 16:06:03 2003] [error]: Scrip 6 died. - Can't locate object method "Load" via package "RT::ScripAction" (perhaps you forgot to load "RT::ScripAction"?) at /usr/local/rt3/lib/RT/ScripAction_Overlay.pm line 108. Stack: [/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:281] [/usr/local/rt3/lib/RT/ScripAction_Overlay.pm:108] [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:243] [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:333] [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:169] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3648] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:2273] [/usr/local/rt3/lib/RT/Interface/Web.pm:388] [/usr/local/rt3/share/html/Ticket/Display.html:101] [/usr/local/rt3/share/html/Ticket/Update.html:189] [/usr/local/rt3/share/html/autohandler:146] (/usr/local/rt3/lib/RT/Scrip_Overlay.pm:360) [Wed Mar 5 16:06:04 2003] [error]: Scrip 24 died. - Can't locate object method "Load" via package "RT::ScripAction" (perhaps you forgot to load "RT::ScripAction"?) at /usr/local/rt3/lib/RT/ScripAction_Overlay.pm line 108. Stack: [/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:281] [/usr/local/rt3/lib/RT/ScripAction_Overlay.pm:108] [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:243] [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:333] [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:169] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3648] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:2273] [/usr/local/rt3/lib/RT/Interface/Web.pm:388] [/usr/local/rt3/share/html/Ticket/Display.html:101] [/usr/local/rt3/share/html/Ticket/Update.html:189] [/usr/local/rt3/share/html/autohandler:146] (/usr/local/rt3/lib/RT/Scrip_Overlay.pm:360) These are the scrips that should be run: On Correspond Open Tickets with template Blank On Correspond Notify Requestors and Ccs with template Correspondence On Correspond Notify Other Recipients with template Correspondence On Correspond Notify Other Recipients with template Correspondence ========================================================================== Also when a new ticket is created via email the AdminCcs get an email containing only headers and this in the body: ------------=_1046880544-88641-0 Content-Type: text/plain; charset="iso-8859-1" ------------=_1046880544-88641-0-- The scrip is: On Create Notify AdminCcs with template Correspondence And the Correspondence template only contains: RT-Attach-Message: yes ========================================================================== Also once when listing the scrips for a queue in the web interface I got this error: Can't locate object method "Load" via package "RT::ScripAction" (perhaps you forgot to load "RT::ScripAction"?) at /usr/local/rt3/lib/RT/ScripAction_Overlay.pm line 108. Trace begun at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Exceptions.pm line 121 HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "Load" via package "RT::ScripAction" (perhaps you forgot to load "RT::ScripAction"?) at /usr/local/rt3/lib/RT/ScripAction_Overlay.pm line 108.^J') called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 281 HTML::Mason::Request::__ANON__('Can\'t locate object method "Load" via package "RT::ScripAction" (perhaps you forgot to load "RT::ScripAction"?) at /usr/local/rt3/lib/RT/ScripAction_Overlay.pm line 108.^J') called at /usr/local/rt3/lib/RT/ScripAction_Overlay.pm line 108 RT::ScripAction::Load('RT::ScripAction=HASH(0x2455680)', 15, 1) called at /usr/local/rt3/lib/RT/Scrip_Overlay.pm line 243 RT::Scrip::ActionObj('RT::Scrip=HASH(0x235d310)') called at /usr/local/rt3/share/html/Admin/Elements/ListGlobalScrips line 28 HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x22d39f0)') called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1045 eval {...}('HTML::Mason::Component::FileBased=HASH(0x22d39f0)') called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x22d2560)', '/Admin/Elements/ListGlobalScrips') called at /usr/local/rt3/share/html/Admin/Queues/Scrips.html line 34 HTML::Mason::Commands::__ANON__('id', 3) called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x237c130)', 'id', 3) called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1045 eval {...}('HTML::Mason::Component::FileBased=HASH(0x237c130)', 'id', 3) called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x22d2560)', 'HTML::Mason::Component::FileBased=HASH(0x237c130)', 'id', 3) called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 735 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x22d2560)') called at /usr/local/rt3/share/html/autohandler line 146 HTML::Mason::Commands::__ANON__('id', 3) called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x194d740)', 'id', 3) called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1040 eval {...}('HTML::Mason::Component::FileBased=HASH(0x194d740)', 'id', 3) called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x22d2560)', 'HASH(0x22ec3b0)', 'HTML::Mason::Component::FileBased=HASH(0x194d740)', 'id', 3) called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 336 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x22d2560)', 'HASH(0x22ec3b0)', 'HTML::Mason::Component::FileBased=HASH(0x194d740)', 'id', 3) called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 336 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x22d2560)', 'HASH(0x22ec3b0)', 'HTML::Mason::Component::FileBased=HASH(0x194d740)', 'id', 3) called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 296 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x22d2560)') called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 134 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x22d2560)') called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x22d2560)') called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 787 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x1ac0840)', 'Apache=SCALAR(0x2330360)') called at /usr/local/rt3/bin/webmux.pl line 121 RT::Mason::handler('Apache=SCALAR(0x2330360)') called at /dev/null line 0 eval {...}('Apache=SCALAR(0x2330360)') called at /dev/null line 0 ========================================================================== This is a fresh install on FreeBSD 5.0-CURRENT running perl 5.6.1 and all modules automatically installed by the RT setup scripts. Any ideas? /Oli -- Olafur Osvaldsson Systems Administrator Internet a Islandi hf. Tel: +354 525-5291 Email: oli at isnic.is From laurent.vaills at dms.at Wed Mar 5 12:46:57 2003 From: laurent.vaills at dms.at (Laurent Vaills) Date: 05 Mar 2003 18:46:57 +0100 Subject: [rt-users] RT with postgresql Message-ID: <1046886418.2436.18.camel@neo.sophia.dms.at> Hi all. We installed RT 2.0.15 with postgresql. (RT and postgresql are on different hosts). We are using mod_perl with apache 1.3.23. We have now ~1500 tickets and RT is getting very very slow. Is it normal ? Are there anybody who is getting this 'problem' ? Do you have any tips for tuning postgresql ? Laurent From rlpowell at digitalkingdom.org Wed Mar 5 12:50:00 2003 From: rlpowell at digitalkingdom.org (Robin Lee Powell) Date: Wed, 5 Mar 2003 09:50:00 -0800 Subject: [rt-users] Problem: RT3/Apache2/Mod_Perl2 (Global $r object is not available.) In-Reply-To: <20030305131205.GD12658@flit.avma.de> References: <20030305131205.GD12658@flit.avma.de> Message-ID: <20030305174959.GI28669@digitalkingdom.org> On Wed, Mar 05, 2003 at 02:12:05PM +0100, alex at porous.de wrote: > Hi, > > I'm having trouble running rt-2.1.29 with Apache-2.0.44 and mod_perl-1.99_09-dev. > However when i start the Apache I get the following error... > Can anybody help me? > > _BEGIN_ > [Wed Mar 05 13:40:16 2003] [error] Global $r object is not available. Set: > PerlOptions +GlobalRequest > in httpd.conf at > /usr/local/perl-5.8.0/lib/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm > line 567. > Compilation failed in require at (eval 10) line 1. > > [Wed Mar 05 13:40:16 2003] [error] Can't load Perl file: > /opt/rt-2.1.79/bin/webmux.pl for server rt.test.com:0, > exiting... > _END_ > > My Config Apache looks like this: > > _BEGIN_ > ServerAdmin httpd at rt.test.com > ServerName rt.test.com > > DocumentRoot /opt/rt-2.1.79/share/html > AddDefaultCharset UTF-8 > > PerlModule Apache2 > PerlModule Apache::compat > PerlModule Apache::DBI > PerlOptions +GlobalRequest > PerlRequire /opt/rt-2.1.79/bin/webmux.pl > > Alias /rt /opt/rt-2.1.79/share/html > > SetHandler perl-script > PerlHandler RT::Mason > > _END_ Output from: ls -l /opt/rt-2.1.79/bin/webmux.pl please. And then ls -ld for all the directories above it. And what user does your web server run as? -Robin -- http://www.digitalkingdom.org/~rlpowell/ *** I'm a *male* Robin. .i le pamoi velru'e zo'u crepu le plibu taxfu .i le remoi velru'e zo'u mo .i le cimoi velru'e zo'u ba'e prali .uisai http://www.lojban.org/ *** to sa'a cu'u lei pibyta'u cridrnoma toi From khera at kcilink.com Wed Mar 5 12:52:28 2003 From: khera at kcilink.com (Vivek Khera) Date: Wed, 5 Mar 2003 12:52:28 -0500 Subject: [rt-users] RT with postgresql In-Reply-To: <1046886418.2436.18.camel@neo.sophia.dms.at> References: <1046886418.2436.18.camel@neo.sophia.dms.at> Message-ID: <15974.14684.684905.793409@onceler.int.kciLink.com> >>>>> "LV" == Laurent Vaills writes: LV> Do you have any tips for tuning postgresql ? With the standard RT indexes it should be ok. This assumes you do the normal postgres maintenance -- nightly "vacuum analyze" is recommended. If you haven't done that in a looong time, then a "vacuum full analyze" is probably in order. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= 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 tom at redpepperracing.com Wed Mar 5 13:17:14 2003 From: tom at redpepperracing.com (Tom Lichti) Date: Wed, 05 Mar 2003 13:17:14 -0500 Subject: [rt-users] anyone successfully using rt-mailgate and Postfix v2? In-Reply-To: <5.2.0.9.0.20030304183530.00b17320@192.168.0.2> References: <5.2.0.9.0.20030304183530.00b17320@192.168.0.2> Message-ID: <440357690.1046870233@[10.10.20.135]> That did it. World read on config.pm fixed it right up. Many thanks! Tom --On Tuesday, March 04, 2003 6:42 PM -0800 Russ Johnson wrote: > At 08:52 PM 3/4/2003 -0500, you wrote: > >> At first I was getting this message in the maillog: >> Mar 4 16:10:43 xxxserver postfix/local[9823]: 766DE1B003: >> to=, relay=local, delay=0, status=bounced >> (Command died with status 2: " /etc/smrsh/rt-mailgate --action comment". >> Command output: Can't do setuid ) >> >> Now I'm getting this: >> Mar 4 16:54:27 xxxserver postfix/local[10044]: 9A1BB1B003: >> to=, relay=local, delay=1, status=bounced >> (Command died with status 2: " /etc/smrsh/rt-mailgate --action comment". >> Command output: Can't locate config.pm in @INC (@INC contains: >> /usr/local/rt2/etc /usr/local/rt2/lib >> /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 >> /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi >> /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl >> /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi >> /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at >> /usr/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 /etc/smrsh/rt-mailgate line >> 18. BEGIN failed--compilation aborted at /etc/smrsh/rt-mailgate line >> 30. ) >> >> Any thoughts? > > > Here's what I have for an alias in my rt/postfix installation: > > rt-support: |"/usr/local/rt2/bin/rt-mailgate --queue support --action > correspond" > > Now, this works. > > What it looks like to me is that you can't find config.pm. What are the > perms on that? Try setting them to everyone can read to see if that helps. > > Russ > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 rlpowell at digitalkingdom.org Wed Mar 5 14:22:55 2003 From: rlpowell at digitalkingdom.org (Robin Lee Powell) Date: Wed, 5 Mar 2003 11:22:55 -0800 Subject: [rt-users] Can't create ticket from web interface! ("Can't bind a reference") Message-ID: <20030305192255.GK28669@digitalkingdom.org> Attempting to create a ticket from the web interface on my setup creates an error: error: Can't bind a reference (Class::ReturnValue=HASH(0x8f2d378)) at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 376. Note from the attached error log that the ID of the generated ticket appears to be 0, and this is never tested for. Why the ID is bad, I have no idea. Note that rt-mailgate works fine. Here are some manual Data::Dumper() results from Ticket.pm just before line 342: print MYTMP Dumper( $QueueObj->Id ); print MYTMP Dumper( $Owner->Id ); print MYTMP Dumper( $args{'Subject'} ); print MYTMP Dumper( $args{'InitialPriority'} ); print MYTMP Dumper( $args{'FinalPriority'} ); print MYTMP Dumper( $args{'InitialPriority'} ); print MYTMP Dumper( $args{'Status'} ); print MYTMP Dumper( $args{'TimeWorked'} ); print MYTMP Dumper( $args{'TimeLeft'} ); print MYTMP Dumper( $args{'Type'} ); print MYTMP Dumper( $starts->ISO ); print MYTMP Dumper( $resolved ); print MYTMP Dumper( $due->ISO ); gives $VAR1 = '2'; $VAR1 = '2'; $VAR1 = 'test'; $VAR1 = '0'; $VAR1 = '0'; $VAR1 = '0'; $VAR1 = 'new'; $VAR1 = ''; $VAR1 = ''; $VAR1 = 'ticket'; $VAR1 = '1970-01-01 00:00:00'; $VAR1 = undef; $VAR1 = '1970-01-01 00:00:00'; Also, I get the following in syslog when this happens: Mar 4 08:18:02 digitalkingdom postgres[26048]: [3] ERROR: pg_atoi: zero-length string -Robin -- http://www.digitalkingdom.org/~rlpowell/ *** I'm a *male* Robin. .i le pamoi velru'e zo'u crepu le plibu taxfu .i le remoi velru'e zo'u mo .i le cimoi velru'e zo'u ba'e prali .uisai http://www.lojban.org/ *** to sa'a cu'u lei pibyta'u cridrnoma toi -------------- next part -------------- System error error: Can't bind a reference (Class::ReturnValue=HASH(0x8f2d378)) at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 376. context: ... 277: } 278: 279: # All errors returned from this routine will be in exception form. 280: local $SIG{'__DIE__'} = sub { 281: rethrow_exception( $_[0] ); 282: }; 283: 284: # 285: # $m is a dynamically scoped global containing this ... code stack: /usr/share/perl5/HTML/Mason/Request.pm:281 /usr/share/perl5/DBIx/SearchBuilder/Handle.pm:376 /usr/share/perl5/DBIx/SearchBuilder/Handle.pm:319 /usr/share/perl5/DBIx/SearchBuilder/Record.pm:666 /usr/share/request-tracker/lib/RT/Ticket.pm:342 /usr/share/request-tracker/WebRT/html/Ticket/Display.html:87 /usr/share/request-tracker/WebRT/html/autohandler:58 raw error Can't bind a reference (Class::ReturnValue=HASH(0x8f2d378)) at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 376. Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 123 HTML::Mason::Exceptions::rethrow_exception('Can\'t bind a reference (Class::ReturnValue=HASH(0x8f2d378)) at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 376.^J') called at /usr/share/perl5/HTML/Mason/Request.pm line 281 HTML::Mason::Request::__ANON__('Can\'t bind a reference (Class::ReturnValue=HASH(0x8f2d378)) at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 376.^J') called at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 376 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x8e45c58)', 'UPDATE Tickets SET EffectiveId=? WHERE id=? ', 0, undef) called at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 319 DBIx::SearchBuilder::Handle::UpdateRecordValue('RT::Handle=HASH(0x8e45c58)', 'Table', 'Tickets', 'IsSQLFunction', undef, 'Column', 'EffectiveId', 'PrimaryKeys', 'HASH(0x8f2ad18)', 'Value', 0) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 666 DBIx::SearchBuilder::Record::__Set('RT::Ticket=HASH(0x8f14090)', 'Field', 'EffectiveId', 'Value', 0) called at /usr/share/request-tracker/lib/RT/Ticket.pm line 342 RT::Ticket::Create('RT::Ticket=HASH(0x8f14090)', 'Requestor', 'ARRAY(0x8efbc44)', 'Cc', 'ARRAY(0x8efbca4)', 'Subject', 'test', 'Status', 'new', 'FinalPriority', 0, 'TimeLeft', '', 'Queue', 'jbovlaste', 'AdminCc', 'ARRAY(0x8efbd04)', 'Owner', '', 'MIMEObj', 'MIME::Entity=HASH(0x838f960)', 'InitialPriority', 0, 'Starts', '1970-01-01 00:00:00', 'TimeWorked', '', 'Due', '1970-01-01 00:00:00') called at /usr/share/request-tracker/WebRT/html/Ticket/Display.html line 87 HTML::Mason::Commands::__ANON__('Status', 'new', 'new-DependsOn', '', 'ValueOfOwner', '', 'Queue', 'jbovlaste', 'AdminCc', '', 'Requestors', 'rlpowell at lojban.org', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'test', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'Due', '') called at /usr/share/perl5/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f039b0)', 'Status', 'new', 'new-DependsOn', '', 'ValueOfOwner', '', 'Queue', 'jbovlaste', 'AdminCc', '', 'Requestors', 'rlpowell at lojban.org', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'test', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'Due', '') called at /usr/share/perl5/HTML/Mason/Request.pm line 1045 eval {...}('HTML::Mason::Component::FileBased=HASH(0x8f039b0)', 'Status', 'new', 'new-DependsOn', '', 'ValueOfOwner', '', 'Queue', 'jbovlaste', 'AdminCc', '', 'Requestors', 'rlpowell at lojban.org', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'test', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'Due', '') called at /usr/share/perl5/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x837e3b8)', 'HTML::Mason::Component::FileBased=HASH(0x8f039b0)', 'Status', 'new', 'new-DependsOn', '', 'ValueOfOwner', '', 'Queue', 'jbovlaste', 'AdminCc', '', 'Requestors', 'rlpowell at lojban.org', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'test', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'Due', '') called at /usr/share/perl5/HTML/Mason/Request.pm line 735 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x837e3b8)') called at /usr/share/request-tracker/WebRT/html/autohandler line 58 HTML::Mason::Commands::__ANON__('Status', 'new', 'new-DependsOn', '', 'ValueOfOwner', '', 'Queue', 'jbovlaste', 'AdminCc', '', 'Requestors', 'rlpowell at lojban.org', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'test', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'Due', '') called at /usr/share/perl5/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f08e28)', 'Status', 'new', 'new-DependsOn', '', 'ValueOfOwner', '', 'Queue', 'jbovlaste', 'AdminCc', '', 'Requestors', 'rlpowell at lojban.org', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'test', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'Due', '') called at /usr/share/perl5/HTML/Mason/Request.pm line 1040 eval {...}('HTML::Mason::Component::FileBased=HASH(0x8f08e28)', 'Status', 'new', 'new-DependsOn', '', 'ValueOfOwner', '', 'Queue', 'jbovlaste', 'AdminCc', '', 'Requestors', 'rlpowell at lojban.org', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'test', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'Due', '') called at /usr/share/perl5/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x837e3b8)', 'HASH(0x8f03974)', 'HTML::Mason::Component::FileBased=HASH(0x8f08e28)', 'Status', 'new', 'new-DependsOn', '', 'ValueOfOwner', '', 'Queue', 'jbovlaste', 'AdminCc', '', 'Requestors', 'rlpowell at lojban.org', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'test', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'Due', '') called at /usr/share/perl5/HTML/Mason/Request.pm line 336 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x837e3b8)', 'HASH(0x8f03974)', 'HTML::Mason::Component::FileBased=HASH(0x8f08e28)', 'Status', 'new', 'new-DependsOn', '', 'ValueOfOwner', '', 'Queue', 'jbovlaste', 'AdminCc', '', 'Requestors', 'rlpowell at lojban.org', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'test', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'Due', '') called at /usr/share/perl5/HTML/Mason/Request.pm line 336 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x837e3b8)', 'HASH(0x8f03974)', 'HTML::Mason::Component::FileBased=HASH(0x8f08e28)', 'Status', 'new', 'new-DependsOn', '', 'ValueOfOwner', '', 'Queue', 'jbovlaste', 'AdminCc', '', 'Requestors', 'rlpowell at lojban.org', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'test', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'Due', '') called at /usr/share/perl5/HTML/Mason/Request.pm line 296 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x837e3b8)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 134 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x837e3b8)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x837e3b8)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 783 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x82c62f0)', 'Apache=SCALAR(0x8cd17e0)') called at /usr/share/request-tracker/bin/webmux.pl line 172 RT::Mason::handler('Apache=SCALAR(0x8cd17e0)') called at /dev/null line 0 eval {...}('Apache=SCALAR(0x8cd17e0)') called at /dev/null line 0 From jesse at bestpractical.com Wed Mar 5 14:27:08 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 5 Mar 2003 14:27:08 -0500 Subject: [rt-users] Can't create ticket from web interface! ("Can't bind a reference") In-Reply-To: <20030305192255.GK28669@digitalkingdom.org> References: <20030305192255.GK28669@digitalkingdom.org> Message-ID: <20030305192708.GE31136@pallas.fsck.com> On Wed, Mar 05, 2003 at 11:22:55AM -0800, Robin Lee Powell wrote: > Attempting to create a ticket from the web interface on my setup creates > an error: > > error: > Can't bind a reference (Class::ReturnValue=HASH(0x8f2d378)) at > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 376. > > Note from the attached error log that the ID of the generated ticket > appears to be 0, and this is never tested for. Why the ID is bad, I > have no idea. > > Note that rt-mailgate works fine. > > Also, I get the following in syslog when this happens: > > Mar 4 08:18:02 digitalkingdom postgres[26048]: [3] ERROR: pg_atoi: zero-length string So. this tells us that you're running Postgres 7.3. What _RT_ are you running? > > -Robin -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From rlpowell at digitalkingdom.org Wed Mar 5 14:32:47 2003 From: rlpowell at digitalkingdom.org (Robin Lee Powell) Date: Wed, 5 Mar 2003 11:32:47 -0800 Subject: [rt-users] Can't create ticket from web interface! ("Can't bind a reference") In-Reply-To: <20030305192708.GE31136@pallas.fsck.com> References: <20030305192255.GK28669@digitalkingdom.org> <20030305192708.GE31136@pallas.fsck.com> Message-ID: <20030305193247.GA8384@digitalkingdom.org> On Wed, Mar 05, 2003 at 02:27:08PM -0500, Jesse Vincent wrote: > On Wed, Mar 05, 2003 at 11:22:55AM -0800, Robin Lee Powell wrote: > > Attempting to create a ticket from the web interface on my setup creates > > an error: > > > > error: > > Can't bind a reference (Class::ReturnValue=HASH(0x8f2d378)) at > > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 376. > > > > Note from the attached error log that the ID of the generated ticket > > appears to be 0, and this is never tested for. Why the ID is bad, I > > have no idea. > > > > Note that rt-mailgate works fine. > > > > Also, I get the following in syslog when this happens: > > > > Mar 4 08:18:02 digitalkingdom postgres[26048]: [3] ERROR: pg_atoi: zero-length string > > So. this tells us that you're running Postgres 7.3. What _RT_ are you > running? Sorry. Latest Debian package. rt --version gives: RT 2.0.14 for lojban.org. Copyright 1996-2001 Jesse Vincent -Robin -- http://www.digitalkingdom.org/~rlpowell/ *** I'm a *male* Robin. .i le pamoi velru'e zo'u crepu le plibu taxfu .i le remoi velru'e zo'u mo .i le cimoi velru'e zo'u ba'e prali .uisai http://www.lojban.org/ *** to sa'a cu'u lei pibyta'u cridrnoma toi From rlpowell at digitalkingdom.org Wed Mar 5 14:52:03 2003 From: rlpowell at digitalkingdom.org (Robin Lee Powell) Date: Wed, 5 Mar 2003 11:52:03 -0800 Subject: [rt-users] Can't create ticket from web interface! ("Can't bind a reference") In-Reply-To: <20030305193247.GA8384@digitalkingdom.org> References: <20030305192255.GK28669@digitalkingdom.org> <20030305192708.GE31136@pallas.fsck.com> <20030305193247.GA8384@digitalkingdom.org> Message-ID: <20030305194846.GA8435@digitalkingdom.org> On Wed, Mar 05, 2003 at 11:32:47AM -0800, Robin Lee Powell wrote: > On Wed, Mar 05, 2003 at 02:27:08PM -0500, Jesse Vincent wrote: > > On Wed, Mar 05, 2003 at 11:22:55AM -0800, Robin Lee Powell wrote: > > > Attempting to create a ticket from the web interface on my setup creates > > > an error: > > > > > > error: > > > Can't bind a reference (Class::ReturnValue=HASH(0x8f2d378)) at > > > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 376. > > > > > > Note from the attached error log that the ID of the generated ticket > > > appears to be 0, and this is never tested for. Why the ID is bad, I > > > have no idea. > > > > > > Note that rt-mailgate works fine. > > > > > > Also, I get the following in syslog when this happens: > > > > > > Mar 4 08:18:02 digitalkingdom postgres[26048]: [3] ERROR: pg_atoi: zero-length string > > > > So. this tells us that you're running Postgres 7.3. What _RT_ are you > > running? > > Sorry. > > Latest Debian package. > > rt --version gives: > > RT 2.0.14 for lojban.org. Copyright 1996-2001 Jesse Vincent > Ahem. Jesse pointed out privately that this has been discussed before. I said I had downloaded and grep'd the whole archive looking for it. Turns out the file I was grep'ing was incomplete. Ooops. ht://dig kept trying to do synonyms for the string I entered that caused me to be unable to find what I was looking for as well. Anyways, I grep'd the *real* archive file, and found the following patch from Jesse, which *does* work to solve this problem for me, for the record. diff -u -r1.1.1.3 Create.html --- webrt/Ticket/Create.html 23 Jan 2002 00:47:58 -0000 1.1.1.3 +++ webrt/Ticket/Create.html 17 Dec 2002 00:13:51 -0000 @@ -104,8 +104,8 @@ - - + +
Priority:
Final Priority:
Time Worked:
Time Left:
Time Worked:
Time Left:
<& /Elements/TitleBoxEnd &>
Sorry for my stupidity! And thanks for the patch. -Robin -- http://www.digitalkingdom.org/~rlpowell/ *** I'm a *male* Robin. .i le pamoi velru'e zo'u crepu le plibu taxfu .i le remoi velru'e zo'u mo .i le cimoi velru'e zo'u ba'e prali .uisai http://www.lojban.org/ *** to sa'a cu'u lei pibyta'u cridrnoma toi From mrz at intelenet.net Wed Mar 5 15:44:45 2003 From: mrz at intelenet.net (matthew zeier) Date: Wed, 5 Mar 2003 12:44:45 -0800 Subject: [rt-users] AutoTake - where ? Message-ID: <029001c2e358$0faae380$6d180a0a@MRZTP> I'm using AutoTake from the following post: http://lists.fsck.com/pipermail/rt-devel/2002-April/002183.html It was originally named AutoAssign but the AutoAssign in the contrib directory is not the AutoTake/AutoAssign I want. As I migrate to rt3, I'm trying to track down all the actions/conditions I need to carry forward. This is one of them... -- matthew zeier | "Nothing in life is to be feared. InteleNet Communications, Inc. | It is only to be understood." (949) 784-7904 | - Marie Curie From mrz at intelenet.net Wed Mar 5 15:49:55 2003 From: mrz at intelenet.net (matthew zeier) Date: Wed, 5 Mar 2003 12:49:55 -0800 Subject: [rt-users] AutoTake - where ? References: <029001c2e358$0faae380$6d180a0a@MRZTP> Message-ID: <02a201c2e358$c783b540$6d180a0a@MRZTP> Googled for it and found it on Bruce's site: http://www.mit.edu/afs/sipb/service/rt/src/rt-contrib/AutoTake/ ----- Original Message ----- From: "matthew zeier" To: Sent: Wednesday, March 05, 2003 12:44 PM Subject: [rt-users] AutoTake - where ? > > I'm using AutoTake from the following post: > > http://lists.fsck.com/pipermail/rt-devel/2002-April/002183.html > > It was originally named AutoAssign but the AutoAssign in the contrib > directory is not the AutoTake/AutoAssign I want. > > As I migrate to rt3, I'm trying to track down all the actions/conditions I > need to carry forward. This is one of them... > > -- > 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 tom at redpepperracing.com Wed Mar 5 15:54:04 2003 From: tom at redpepperracing.com (Tom Lichti) Date: Wed, 05 Mar 2003 15:54:04 -0500 Subject: [rt-users] Creating a custom action (no, not what you think) Message-ID: <449767992.1046879644@[10.10.20.135]> I want to create a custom action, but not a scrip action, an action on a ticket, like Comment or Reply. I have done my usual poking through the source, and I have added some stuff to WebRT/html/Ticket/Update.html, and lib/RT/Ticket.pm (basically copying the stuff for "Comment". My new action is to be called 'Downtime'. I have gotten the Update.html to show 'Downtime' in the dropdown 'Update Type' field, but when I submit, it goes into the db table as type Comment. I am obviously missing an important step, does anyone have any pointers? I looked in Display.html, but I'm not grokking that one... Thanks Tom From rlpowell at digitalkingdom.org Wed Mar 5 16:12:34 2003 From: rlpowell at digitalkingdom.org (Robin Lee Powell) Date: Wed, 5 Mar 2003 13:12:34 -0800 Subject: [rt-users] Another postgres 7.3 "zero is not a string" patch. Message-ID: <20030305211234.GJ8435@digitalkingdom.org> This is in lib/RT/Interface/Web.pm I'm sure this is horrible coding style, but there you are. -Robin -- http://www.digitalkingdom.org/~rlpowell/ *** I'm a *male* Robin. .i le pamoi velru'e zo'u crepu le plibu taxfu .i le remoi velru'e zo'u mo .i le cimoi velru'e zo'u ba'e prali .uisai http://www.lojban.org/ *** to sa'a cu'u lei pibyta'u cridrnoma toi -------------- next part -------------- --- Web.pm 2003-03-05 13:10:37.000000000 -0800 +++ Web.pm.orig 2003-03-05 13:10:27.000000000 -0800 @@ -339,7 +339,7 @@ CcMessageTo => $args{ARGSRef}->{'UpdateCc'}, BccMessageTo => $args{ARGSRef}->{'UpdateBcc'}, MIMEObj => $Message, - TimeTaken => ($args{ARGSRef}->{'UpdateTimeWorked'} ? $args{ARGSRef}->{'UpdateTimeWorked'} : 0) + TimeTaken => $args{ARGSRef}->{'UpdateTimeWorked'} ); push ( @{ $args{Actions} }, $Description ); } @@ -348,7 +348,7 @@ CcMessageTo => $args{ARGSRef}->{'UpdateCc'}, BccMessageTo => $args{ARGSRef}->{'UpdateBcc'}, MIMEObj => $Message, - TimeTaken => ($args{ARGSRef}->{'UpdateTimeWorked'} ? $args{ARGSRef}->{'UpdateTimeWorked'} : 0) + TimeTaken => $args{ARGSRef}->{'UpdateTimeWorked'} ); push ( @{ $args{Actions} }, $Description ); } From jesse at bestpractical.com Wed Mar 5 18:08:09 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 5 Mar 2003 18:08:09 -0500 Subject: [rt-users] Another postgres 7.3 "zero is not a string" patch. In-Reply-To: <20030305211234.GJ8435@digitalkingdom.org> References: <20030305211234.GJ8435@digitalkingdom.org> Message-ID: <20030305230809.GJ31136@pallas.fsck.com> FWIW, There are probably a dozen or more places where RT 2.0 would need to be patched for this. RT 2.1/3 should already be fixed. -j On Wed, Mar 05, 2003 at 01:12:34PM -0800, Robin Lee Powell wrote: > This is in lib/RT/Interface/Web.pm > > I'm sure this is horrible coding style, but there you are. > > -Robin > > -- > http://www.digitalkingdom.org/~rlpowell/ *** I'm a *male* Robin. > .i le pamoi velru'e zo'u crepu le plibu taxfu > .i le remoi velru'e zo'u mo .i le cimoi velru'e zo'u ba'e prali .uisai > http://www.lojban.org/ *** to sa'a cu'u lei pibyta'u cridrnoma toi > --- Web.pm 2003-03-05 13:10:37.000000000 -0800 > +++ Web.pm.orig 2003-03-05 13:10:27.000000000 -0800 > @@ -339,7 +339,7 @@ > CcMessageTo => $args{ARGSRef}->{'UpdateCc'}, > BccMessageTo => $args{ARGSRef}->{'UpdateBcc'}, > MIMEObj => $Message, > - TimeTaken => ($args{ARGSRef}->{'UpdateTimeWorked'} ? $args{ARGSRef}->{'UpdateTimeWorked'} : 0) > + TimeTaken => $args{ARGSRef}->{'UpdateTimeWorked'} > ); > push ( @{ $args{Actions} }, $Description ); > } > @@ -348,7 +348,7 @@ > CcMessageTo => $args{ARGSRef}->{'UpdateCc'}, > BccMessageTo => $args{ARGSRef}->{'UpdateBcc'}, > MIMEObj => $Message, > - TimeTaken => ($args{ARGSRef}->{'UpdateTimeWorked'} ? $args{ARGSRef}->{'UpdateTimeWorked'} : 0) > + TimeTaken => $args{ARGSRef}->{'UpdateTimeWorked'} > ); > push ( @{ $args{Actions} }, $Description ); > } -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From rlpowell at digitalkingdom.org Wed Mar 5 18:11:32 2003 From: rlpowell at digitalkingdom.org (Robin Lee Powell) Date: Wed, 5 Mar 2003 15:11:32 -0800 Subject: [rt-users] Another postgres 7.3 "zero is not a string" patch. In-Reply-To: <20030305230809.GJ31136@pallas.fsck.com> References: <20030305211234.GJ8435@digitalkingdom.org> <20030305230809.GJ31136@pallas.fsck.com> Message-ID: <20030305231132.GD19438@digitalkingdom.org> On Wed, Mar 05, 2003 at 06:08:09PM -0500, Jesse Vincent wrote: > FWIW, > There are probably a dozen or more places where RT 2.0 would > need to be patched for this. RT 2.1/3 should already be fixed. So noted. 'beta' scares me, though. 8) -Robin -- http://www.digitalkingdom.org/~rlpowell/ *** I'm a *male* Robin. .i le pamoi velru'e zo'u crepu le plibu taxfu .i le remoi velru'e zo'u mo .i le cimoi velru'e zo'u ba'e prali .uisai http://www.lojban.org/ *** to sa'a cu'u lei pibyta'u cridrnoma toi From amitchell at habeas.com Thu Mar 6 03:23:50 2003 From: amitchell at habeas.com (Anne P. Mitchell, Esq.) Date: Thu, 6 Mar 2003 00:23:50 -0800 Subject: [rt-users] "From" address for locally-created tickets; Slowness only upon "submit" In-Reply-To: <20030305073725.GB61386@nexus.ninth-circle.org> References: <3E64EB7B.31998.20C5429@localhost> Message-ID: <3E669516.14837.87E5F23@localhost> Dear Jeroen, et al: > >We are having a situation where one of our users (logging in > from >across the country) often finds things slow waaay down after she > >"submits" - so everything else is fine, but when she clicks on > submit, >it takes _forever_ for it to go through, and sometimes it > goes to a >"page not found" error. I actually experience the slowness > problem >here, but it's never gone to "page not found". Does anyone > have >any ideas as to what we should look at for this? > > Sounds as if the SQL statement is taking its time for the INSERTs. > > Which database is this? Which version of RT? The database is MySQL. the version of RT, according to the login page, is 2.0.15. > Some SQL tuning/optimising might be needed. Can you see on the > database that it is busy processing your SQL when you are logged into > it using a web-based system or the command line? I've asked our developer about this, and will let you know as soon as I do! Thanks!! Anne From david.vrtin at arnes.si Thu Mar 6 03:24:43 2003 From: david.vrtin at arnes.si (David Vrtin) Date: Thu, 06 Mar 2003 09:24:43 +0100 Subject: [rt-users] RT with postgresql In-Reply-To: khera's message of Wed, 05 Mar 2003 12:52:28 -0500. <15974.14684.684905.793409@onceler.int.kciLink.com> References: <15974.14684.684905.793409@onceler.int.kciLink.com> Message-ID: <20030306082443.0EFAF42B4F@rzenik.arnes.si> On Wed, 05 Mar 2003 12:52:28 EST, Vivek Khera wrote: > LV> Do you have any tips for tuning postgresql ? > With the standard RT indexes it should be ok. > > This assumes you do the normal postgres maintenance -- nightly "vacuum > analyze" is recommended. If you haven't done that in a looong time, > then a "vacuum full analyze" is probably in order. Do you have any tips for mysql too? Best regards, David From jornh at is.co.za Thu Mar 6 03:36:08 2003 From: jornh at is.co.za (Jorn Hass) Date: Thu, 6 Mar 2003 10:36:08 +0200 Subject: [rt-users] Problem on response behaviour? Message-ID: When I resolve a ticket, and select the "Comments (Not sent to requestors)" option from Update Type, it actually inverts the functionality, and sends a response to the requestor. If I select "Response to requestors", it doesn't bother to send the notification. This behaviour looks like it's inverted. Am I missing something? Running Apache 1.3.whatever, mysql 3.something.55 (latest) and RT 2.0.15. Everything else seems to do what it needs to do. Something I miss here severely, is a simple "forward/bounce" option that goes with the Comment/Open/Reply/Resolve/Take menu, as we need to "delegate" some tickets to the outside world. Regards, J?rn Hass Internet Solutions WWW: http://www.is.co.za "This e-mail may contain confidential information and may be legally privileged and is intended only for the person to whom it is addressed. If you are not the intended recipient, you are notified that you may not use, distribute or copy this document in any manner whatsoever. Kindly also notify the sender immediately by telephone, and delete the e-mail. When addressed to clients of the company from where this e-mail originates ("the sending company ") any opinion or advice contained in this e-mail is subject to the terms and conditions expressed in any applicable terms of business or client engagement letter . The sending company does not accept liability for any damage, loss or expense arising from this e-mail and/or from the accessing of any files attached to this e-mail." From stefan.scherer at sealsystems.de Thu Mar 6 03:53:31 2003 From: stefan.scherer at sealsystems.de (Stefan Scherer) Date: Thu, 06 Mar 2003 09:53:31 +0100 Subject: [rt-users] different keywords selection for new ticket and resolve ticket? Message-ID: <3E670C8B.2B24A8B1@sealsystems.de> Is it possible to configure RT so that not all keywords for a queue are visible when creating a new ticket? I think of a multi selection list for a keyword "found in version" and another keyword "fixed in version". The "fixed in version" keyword should be displayed when a new ticket is created, so that the user doesn't select in the wrong list. So when resolving a ticket it would be helpful to have some other keywords displayed in the same dialog to enter a comment and select the "fixed in version" keyword. Any hints? Bye, Stefan From laurent.vaills at dms.at Thu Mar 6 05:10:51 2003 From: laurent.vaills at dms.at (Laurent Vaills) Date: 06 Mar 2003 11:10:51 +0100 Subject: [rt-users] RT with postgresql In-Reply-To: <15974.14684.684905.793409@onceler.int.kciLink.com> References: <1046886418.2436.18.camel@neo.sophia.dms.at> <15974.14684.684905.793409@onceler.int.kciLink.com> Message-ID: <1046945452.13058.28.camel@neo.sophia.dms.at> On Wed, 2003-03-05 at 18:52, Vivek Khera wrote: > >>>>> "LV" == Laurent Vaills writes: > > LV> Do you have any tips for tuning postgresql ? > > > With the standard RT indexes it should be ok. > > This assumes you do the normal postgres maintenance -- nightly "vacuum > analyze" is recommended. If you haven't done that in a looong time, > then a "vacuum full analyze" is probably in order. Thanks for the tip. I tried that but RT is still slow. I put the vacuum in the crontab to be run every hour. Perhaps we will to wait some hours to see RT as fast as before. Laurent > > -- > =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= > Vivek Khera, Ph.D. Khera Communications, Inc. > Internet: khera at kciLink.com Rockville, MD +1-240-453-8497 > AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/ > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From martin.schapendonk at whitehorses.nl Thu Mar 6 05:14:22 2003 From: martin.schapendonk at whitehorses.nl (Martin Schapendonk) Date: Thu, 6 Mar 2003 11:14:22 +0100 Subject: [rt-users] RE: [rt-devel] [Fwd: 2-1-79 questions] In-Reply-To: <1924.192.168.11.112.1046944757.squirrel@oa.dyndns.org> Message-ID: Hi, # Van: rt-devel-admin at lists.fsck.com # [mailto:rt-devel-admin at lists.fsck.com]Namens Gerald Fehringer # Verzonden: donderdag 6 maart 2003 10:59 # Aan: rt-devel at lists.fsck.com # Onderwerp: [rt-devel] [Fwd: 2-1-79 questions] First of all, all of your questions are more suitable for the rt-users list instead of the development list, so let's continue there. Furthermore, IMHO it is not "nice" to send urgent messages to any list at all. # how can i add a unprivileged user to a group ? # (it doesn't appear in the user list, only if the user has more rights) Unprivileged users are, well, uhm... unprivileged. That means you can not grant them any privileges at all. They have the same privileges as the pseudo group Everyone, by definition. # because i wanna have this basic view for all our # customers, so they can see only their queue and nothing else. You should mark all those users privileged and grant them the appropriate rights on the appropriate queues (I don't know the rights by heart, sorry). # at the moment i can only define global rights for every queue, so # all unprivileged user can see the whole queues. Global rights on a queue sound a bit strange to me. What do you mean exactly? I suspect that you have granted too many global rights to Everyone, could you verify that? # when will be the final rt3 released ? According to Jesse, RT3 is due in about two weeks. Martin =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Martin Schapendonk Phone +31 26 3226900 Whitehorses B.V. Mobile +31 6 52413701 Postbus 4064 Fax +31 26 3226909 6803 EB Arnhem Email martin.schapendonk at whitehorses.nl From bruce_campbell at ripe.net Thu Mar 6 05:22:32 2003 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Thu, 6 Mar 2003 11:22:32 +0100 (CET) Subject: [rt-users] AutoTake - where ? In-Reply-To: <02a201c2e358$c783b540$6d180a0a@MRZTP> Message-ID: On Wed, 5 Mar 2003, matthew zeier wrote: > Googled for it and found it on Bruce's site: > > http://www.mit.edu/afs/sipb/service/rt/src/rt-contrib/AutoTake/ http://www.amsterdamned.org/~bc/rt/ actually. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From gerald.fehringer at openadvice.de Thu Mar 6 05:38:04 2003 From: gerald.fehringer at openadvice.de (Gerald Fehringer) Date: Thu, 6 Mar 2003 11:38:04 +0100 Subject: [rt-users] AW: [rt-usersl] [Fwd: 2-1-79 questions] In-Reply-To: Message-ID: Dear Members, first of all, i apologies for the urgent flag, this was unmeant ! Well, i was posting this question at the devel list, because i'm using rt 2-1-80 (since this morning) so i thought it's related to the devel list. my problem: the basic view contents only: new/close/view & changing password. this is exactly the view what we would like to have for our customers, because they should only have rights to see their closed or new tickets in their queue, nothing else and they should not confused with to much extra informations ! Ticket creation/modify etc. should be only allowed for our customer care. so if i create a unprivileged user, first of all i can't see the user (only when i look up also for deactive user, makes not really sense) the next logic step would be, to create a group for this specific customer queue (each of our customers will have their own queue) and add this unprivileged user to the group. not possible, because the user doesn't appear on the screen. so the only way is to give this customer queue all unprivileged user according permissions :-( so if i have several customers, everyone can see ALL queus ! they only way i can resolve this issue, right now, is to set for this customer queue the user as watcher and then i define the according permissions for this watcher. (not really a good idea, because he should not get any emails, only when our employees create a new ticket for him. he should only check his stutus/history in his own customer view) Any ideas ? thank you, geri -----Urspr?ngliche Nachricht----- Von: Martin Schapendonk [mailto:martin.schapendonk at whitehorses.nl] Gesendet: Donnerstag, 6. M?rz 2003 11:14 An: Gerald Fehringer Cc: RT Users Betreff: RE: [rt-devel] [Fwd: 2-1-79 questions] Hi, # Van: rt-devel-admin at lists.fsck.com # [mailto:rt-devel-admin at lists.fsck.com]Namens Gerald Fehringer # Verzonden: donderdag 6 maart 2003 10:59 # Aan: rt-devel at lists.fsck.com # Onderwerp: [rt-devel] [Fwd: 2-1-79 questions] First of all, all of your questions are more suitable for the rt-users list instead of the development list, so let's continue there. Furthermore, IMHO it is not "nice" to send urgent messages to any list at all. # how can i add a unprivileged user to a group ? # (it doesn't appear in the user list, only if the user has more rights) Unprivileged users are, well, uhm... unprivileged. That means you can not grant them any privileges at all. They have the same privileges as the pseudo group Everyone, by definition. # because i wanna have this basic view for all our # customers, so they can see only their queue and nothing else. You should mark all those users privileged and grant them the appropriate rights on the appropriate queues (I don't know the rights by heart, sorry). # at the moment i can only define global rights for every queue, so # all unprivileged user can see the whole queues. Global rights on a queue sound a bit strange to me. What do you mean exactly? I suspect that you have granted too many global rights to Everyone, could you verify that? From bthauvin at clearchannel.fr Thu Mar 6 06:09:46 2003 From: bthauvin at clearchannel.fr (THAUVIN Blaise (Dir. Informatique)) Date: Thu, 6 Mar 2003 12:09:46 +0100 Subject: [rt-users] AW: [rt-usersl] [Fwd: 2-1-79 questions] Message-ID: <870E25EC362DD6118A7400306E1260E2010D4AC6@33par_exchange.dauphin-affichage.com> I never tried it for real, but I think the solution to your problem is to be found in the "pseudogroups". You have pseudogroups for requestors, CCs, AdminCCs and Owner. I you grant priviledges to the requestors in your queue, each customer will be able to see the tickets he personnaly created, as he will be the requestor. He will not see other tickets in the queue which belong to other resquestors. Is this level of confidentiality what you need? If you want some specific people at your customer to see all tickets, you'all have to give them specific rights to the queue. If you wan't to make the entire queue visible to anybody at your customer, but still need to hide some other queues to them, you can play with the "everyone" group applied individualy on each queue. This will only work if you have one customer. As soon as you get two, you'll need to create a group per customer. Are you using an external user base? ie : do you rely or not on automatic usder creation? If the customer can be identified through the email domain, it would be rather easy to add the user to the proper group on creation. As I am not a perl developer, I could only do it through database SQL queries, but somebody more knowledgable than me could do better. Would thgis be a "on user creation" scrip condition to add? Blaise -----Message d'origine----- De : Gerald Fehringer [mailto:gerald.fehringer at openadvice.de] Envoy? : jeudi 6 mars 2003 11:38 ? : RT Users Objet : [rt-users] AW: [rt-usersl] [Fwd: 2-1-79 questions] Dear Members, first of all, i apologies for the urgent flag, this was unmeant ! Well, i was posting this question at the devel list, because i'm using rt 2-1-80 (since this morning) so i thought it's related to the devel list. my problem: the basic view contents only: new/close/view & changing password. this is exactly the view what we would like to have for our customers, because they should only have rights to see their closed or new tickets in their queue, nothing else and they should not confused with to much extra informations ! Ticket creation/modify etc. should be only allowed for our customer care. so if i create a unprivileged user, first of all i can't see the user (only when i look up also for deactive user, makes not really sense) the next logic step would be, to create a group for this specific customer queue (each of our customers will have their own queue) and add this unprivileged user to the group. not possible, because the user doesn't appear on the screen. so the only way is to give this customer queue all unprivileged user according permissions :-( so if i have several customers, everyone can see ALL queus ! they only way i can resolve this issue, right now, is to set for this customer queue the user as watcher and then i define the according permissions for this watcher. (not really a good idea, because he should not get any emails, only when our employees create a new ticket for him. he should only check his stutus/history in his own customer view) Any ideas ? thank you, geri -----Urspr?ngliche Nachricht----- Von: Martin Schapendonk [mailto:martin.schapendonk at whitehorses.nl] Gesendet: Donnerstag, 6. M?rz 2003 11:14 An: Gerald Fehringer Cc: RT Users Betreff: RE: [rt-devel] [Fwd: 2-1-79 questions] Hi, # Van: rt-devel-admin at lists.fsck.com # [mailto:rt-devel-admin at lists.fsck.com]Namens Gerald Fehringer # Verzonden: donderdag 6 maart 2003 10:59 # Aan: rt-devel at lists.fsck.com # Onderwerp: [rt-devel] [Fwd: 2-1-79 questions] First of all, all of your questions are more suitable for the rt-users list instead of the development list, so let's continue there. Furthermore, IMHO it is not "nice" to send urgent messages to any list at all. # how can i add a unprivileged user to a group ? # (it doesn't appear in the user list, only if the user has more rights) Unprivileged users are, well, uhm... unprivileged. That means you can not grant them any privileges at all. They have the same privileges as the pseudo group Everyone, by definition. # because i wanna have this basic view for all our # customers, so they can see only their queue and nothing else. You should mark all those users privileged and grant them the appropriate rights on the appropriate queues (I don't know the rights by heart, sorry). # at the moment i can only define global rights for every queue, so # all unprivileged user can see the whole queues. Global rights on a queue sound a bit strange to me. What do you mean exactly? I suspect that you have granted too many global rights to Everyone, could you verify that? _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- An HTML attachment was scrubbed... URL: From bpanizzon at iphpa.ch Thu Mar 6 08:33:00 2003 From: bpanizzon at iphpa.ch (Panizzon Benoit) Date: Thu, 6 Mar 2003 14:33:00 +0100 Subject: [rt-users] $Users->LimitToPrivileged; Nobody missing Message-ID: <3EA878A43F106949B62EAB87820773D408F88F@iphsrv02.iphpa.ch> An HTML attachment was scrubbed... URL: From dave at toad.net Thu Mar 6 09:25:13 2003 From: dave at toad.net (David C. Troy) Date: Thu, 6 Mar 2003 09:25:13 -0500 (EST) Subject: [rt-users] Redhat 8/Fresh Install Message-ID: All - Am about to do a new RT install on a fresh, up2dated Redhat 8 box. Wondered about the following: - What is the recommended version of RT to use at the moment? - Any special caveats (Apache 2.0 workable yet, etc?) - Any other gotchas I should know about? BTW, for what its worth, I recently converted a large RT installation from MyISAM to InnoDB and have noticed much greater reliability in terms of searches not causing blocking, etc. This has been covered in the list before but I thought one more report of success in this area would be helpful. Regards, Dave ===================================================================== David C. Troy [dave at toad.net] 410-384-2500 Sales ToadNet - Want to go fast? 410-544-1329 FAX 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net From admin at lctn.org Thu Mar 6 09:49:05 2003 From: admin at lctn.org (Raymond Norton) Date: Thu, 6 Mar 2003 08:49:05 -0600 (CST) Subject: [rt-users] Redhat 8/Fresh Install In-Reply-To: References: Message-ID: <40952.204.220.56.30.1046962145.squirrel@support.lctn.k12.mn.us> There was a discussion on this last week. You can do a search on the list for the info. sounds like the new beta version will work, otherwise use 1.3 ver of apache, and 1.x something for mod_perl > > All - > > Am about to do a new RT install on a fresh, up2dated Redhat 8 box. > Wondered about the following: > > - What is the recommended version of RT to use at the moment? > - Any special caveats (Apache 2.0 workable yet, etc?) > - Any other gotchas I should know about? > > BTW, for what its worth, I recently converted a large RT installation > from MyISAM to InnoDB and have noticed much greater reliability in > terms of searches not causing blocking, etc. This has been covered in > the list before but I thought one more report of success in this area > would be helpful. > > Regards, > Dave > > ===================================================================== > David C. Troy [dave at toad.net] 410-384-2500 Sales > ToadNet - Want to go fast? 410-544-1329 FAX 570 > Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Raymond Norton Little Crow Telemedia Network 320-234-0270 From harrison at palisadesys.com Thu Mar 6 09:53:57 2003 From: harrison at palisadesys.com (James L. Harrison) Date: Thu, 6 Mar 2003 08:53:57 -0600 Subject: [rt-users] Can't Login.... Was previously working... Message-ID: Hi All, I was trying to update my server and after I rebooted I could still access the login page but after entering valid credentials and pressing the login button I am returned to the login page... I don't see anything in the logs... The only thing I found in the archives was this: http://lists.fsck.com/pipermail/rt-users/2002-October/010381.html About Apache::Cookie... Anyone have any more ideas? -Jamie --- James L. Harrison harrison at palisadesys.com Technical Support Engineer Palisade Systems 515.296.0701 From edna at ias.edu Thu Mar 6 10:19:22 2003 From: edna at ias.edu (Edna Wigderson) Date: Thu, 6 Mar 2003 10:19:22 -0500 (EST) Subject: [rt-users] Can't Login.... Was previously working... In-Reply-To: Message-ID: James, Is the time correct and more or less the same on both your server and the client? Cookies and wrong time are a bad combination! Edna > Hi All, > > I was trying to update my server and after I rebooted I could still access > the login page but after entering valid credentials and pressing the login > button I am returned to the login page... I don't see anything in the > logs... The only thing I found in the archives was this: > http://lists.fsck.com/pipermail/rt-users/2002-October/010381.html > > About Apache::Cookie... > > Anyone have any more ideas? > > -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 > Edna Wigderson Email: edna at ias.edu Institute for Advanced Study Phone: 609-734-8120 Einstein Drive Fax: 609-951-4418 Princeton, NJ 08540-4907 From harrison at palisadesys.com Thu Mar 6 10:52:29 2003 From: harrison at palisadesys.com (James L. Harrison) Date: Thu, 6 Mar 2003 09:52:29 -0600 Subject: [rt-users] Can't Login.... Was previously working... Message-ID: Hi All, It turns out I had a problem when I upgraded my glibc... it made apache unhappy... I rebuilt apache and then had to make sure to stop and then start the server... Not a restart... -Jamie --- James L. Harrison harrison at palisadesys.com Technical Support Engineer Palisade Systems 515.296.0701 From khera at kcilink.com Thu Mar 6 11:07:28 2003 From: khera at kcilink.com (Vivek Khera) Date: Thu, 6 Mar 2003 11:07:28 -0500 Subject: [rt-users] RT with postgresql In-Reply-To: <20030306082443.0EFAF42B4F@rzenik.arnes.si> References: <15974.14684.684905.793409@onceler.int.kciLink.com> <20030306082443.0EFAF42B4F@rzenik.arnes.si> Message-ID: <15975.29248.93136.23893@yertle.int.kciLink.com> >>>>> "DV" == David Vrtin writes: >> This assumes you do the normal postgres maintenance -- nightly "vacuum >> analyze" is recommended. If you haven't done that in a looong time, >> then a "vacuum full analyze" is probably in order. DV> Do you have any tips for mysql too? Delete it and install postgres ;-) Seriously, I gave up on mysql when i realized that the concurrency it offered was insufficient for an application that did a lot of writes from different processes to the same table. From mrz at intelenet.net Thu Mar 6 11:11:43 2003 From: mrz at intelenet.net (matthew zeier) Date: Thu, 6 Mar 2003 08:11:43 -0800 Subject: [rt-users] RT with postgresql References: <15974.14684.684905.793409@onceler.int.kciLink.com><20030306082443.0EFAF42B4F@rzenik.arnes.si> <15975.29248.93136.23893@yertle.int.kciLink.com> Message-ID: <024d01c2e3fb$144c33f0$0a16160a@desktop> > > DV> Do you have any tips for mysql too? > > Delete it and install postgres ;-) > > Seriously, I gave up on mysql when i realized that the concurrency it > offered was insufficient for an application that did a lot of writes > from different processes to the same table. Did you ever try using innodb tables? From gerald.fehringer at openadvice.de Thu Mar 6 11:19:47 2003 From: gerald.fehringer at openadvice.de (Gerald Fehringer) Date: Thu, 6 Mar 2003 17:19:47 +0100 Subject: AW: [rt-users] AW: [rt-usersl] [Fwd: 2-1-79 questions] In-Reply-To: <870E25EC362DD6118A7400306E1260E2010D4AC6@33par_exchange.dauphin-affichage.com> Message-ID: RE: [rt-users] AW: [rt-usersl] [Fwd: 2-1-79 questions]hi, i never so a option like *pseudo-groups*, where can i add this kind of groups ? my issue is that the customer is NOT allowed to create new tickets, only the customer care team. he should see only his new/closed tickets and should be able to add new comments, that's it. no, i use the local user database, we don't have so much customers. well, unfortunately i'm also not a big perl crack (perl syntax ;-)) kind regards geri BTW: RT3 IS REALLY AWESOME, great work Jesse & the rest of the development !! -----Urspr?ngliche Nachricht----- Von: THAUVIN Blaise (Dir. Informatique) [mailto:bthauvin at clearchannel.fr] Gesendet: Donnerstag, 6. M?rz 2003 12:10 An: 'gerald.fehringer at openadvice.de'; RT Users Betreff: RE: [rt-users] AW: [rt-usersl] [Fwd: 2-1-79 questions] I never tried it for real, but I think the solution to your problem is to be found in the "pseudogroups". You have pseudogroups for requestors, CCs, AdminCCs and Owner. I you grant priviledges to the requestors in your queue, each customer will be able to see the tickets he personnaly created, as he will be the requestor. He will not see other tickets in the queue which belong to other resquestors. Is this level of confidentiality what you need? If you want some specific people at your customer to see all tickets, you'all have to give them specific rights to the queue. If you wan't to make the entire queue visible to anybody at your customer, but still need to hide some other queues to them, you can play with the "everyone" group applied individualy on each queue. This will only work if you have one customer. As soon as you get two, you'll need to create a group per customer. Are you using an external user base? ie : do you rely or not on automatic usder creation? If the customer can be identified through the email domain, it would be rather easy to add the user to the proper group on creation. As I am not a perl developer, I could only do it through database SQL queries, but somebody more knowledgable than me could do better. Would thgis be a "on user creation" scrip condition to add? Blaise -----Message d'origine----- De : Gerald Fehringer [mailto:gerald.fehringer at openadvice.de] Envoy? : jeudi 6 mars 2003 11:38 ? : RT Users Objet : [rt-users] AW: [rt-usersl] [Fwd: 2-1-79 questions] Dear Members, first of all, i apologies for the urgent flag, this was unmeant ! Well, i was posting this question at the devel list, because i'm using rt 2-1-80 (since this morning) so i thought it's related to the devel list. my problem: the basic view contents only: new/close/view & changing password. this is exactly the view what we would like to have for our customers, because they should only have rights to see their closed or new tickets in their queue, nothing else and they should not confused with to much extra informations ! Ticket creation/modify etc. should be only allowed for our customer care. so if i create a unprivileged user, first of all i can't see the user (only when i look up also for deactive user, makes not really sense) the next logic step would be, to create a group for this specific customer queue (each of our customers will have their own queue) and add this unprivileged user to the group. not possible, because the user doesn't appear on the screen. so the only way is to give this customer queue all unprivileged user according permissions :-( so if i have several customers, everyone can see ALL queus ! they only way i can resolve this issue, right now, is to set for this customer queue the user as watcher and then i define the according permissions for this watcher. (not really a good idea, because he should not get any emails, only when our employees create a new ticket for him. he should only check his stutus/history in his own customer view) Any ideas ? thank you, geri -------------- next part -------------- An HTML attachment was scrubbed... URL: From bthauvin at clearchannel.fr Thu Mar 6 12:26:56 2003 From: bthauvin at clearchannel.fr (THAUVIN Blaise (Dir. Informatique)) Date: Thu, 6 Mar 2003 18:26:56 +0100 Subject: [rt-users] [Fwd: 2-1-79 questions] Message-ID: <870E25EC362DD6118A7400306E1260E2010D4ACC@33par_exchange.dauphin-affichage.com> Back in RT2 times.... in configuration/groups, you would have found two sets of groups, pseudo groups and real "user created" groups. This is aparently gone in RT3 Anyway, if you go to queue rights in RT3, you'll see on the top of the page "system groups" followed by "roles". These are the pseudo groups. If the customer is not allowed to create tickets by himself, but can access the system, it means you'll have to create his account manualy. In that case, what prevents you to add him in the proper group on creation? Once the user account is created, the customer care can make him the "requestor" (that's what he is really), the customer care being the owner. Then, using the "requestor" role group, you can let your customer access his own tickets. Blaise -----Message d'origine----- De : Gerald Fehringer [mailto:gerald.fehringer at openadvice.de] Envoy? : jeudi 6 mars 2003 17:20 ? : THAUVIN Blaise (Dir. Informatique); RT Users Objet : AW: [rt-users] AW: [rt-usersl] [Fwd: 2-1-79 questions] hi, i never so a option like *pseudo-groups*, where can i add this kind of groups ? my issue is that the customer is NOT allowed to create new tickets, only the customer care team. he should see only his new/closed tickets and should be able to add new comments, that's it. no, i use the local user database, we don't have so much customers. well, unfortunately i'm also not a big perl crack (perl syntax ;-)) kind regards geri BTW: RT3 IS REALLY AWESOME, great work Jesse & the rest of the development !! -----Urspr?ngliche Nachricht----- Von: THAUVIN Blaise (Dir. Informatique) [mailto:bthauvin at clearchannel.fr] Gesendet: Donnerstag, 6. M?rz 2003 12:10 An: 'gerald.fehringer at openadvice.de'; RT Users Betreff: RE: [rt-users] AW: [rt-usersl] [Fwd: 2-1-79 questions] I never tried it for real, but I think the solution to your problem is to be found in the "pseudogroups". You have pseudogroups for requestors, CCs, AdminCCs and Owner. I you grant priviledges to the requestors in your queue, each customer will be able to see the tickets he personnaly created, as he will be the requestor. He will not see other tickets in the queue which belong to other resquestors. Is this level of confidentiality what you need? If you want some specific people at your customer to see all tickets, you'all have to give them specific rights to the queue. If you wan't to make the entire queue visible to anybody at your customer, but still need to hide some other queues to them, you can play with the "everyone" group applied individualy on each queue. This will only work if you have one customer. As soon as you get two, you'll need to create a group per customer. Are you using an external user base? ie : do you rely or not on automatic usder creation? If the customer can be identified through the email domain, it would be rather easy to add the user to the proper group on creation. As I am not a perl developer, I could only do it through database SQL queries, but somebody more knowledgable than me could do better. Would thgis be a "on user creation" scrip condition to add? Blaise -----Message d'origine----- De : Gerald Fehringer [ mailto:gerald.fehringer at openadvice.de ] Envoy? : jeudi 6 mars 2003 11:38 ? : RT Users Objet : [rt-users] AW: [rt-usersl] [Fwd: 2-1-79 questions] Dear Members, first of all, i apologies for the urgent flag, this was unmeant ! Well, i was posting this question at the devel list, because i'm using rt 2-1-80 (since this morning) so i thought it's related to the devel list. my problem: the basic view contents only: new/close/view & changing password. this is exactly the view what we would like to have for our customers, because they should only have rights to see their closed or new tickets in their queue, nothing else and they should not confused with to much extra informations ! Ticket creation/modify etc. should be only allowed for our customer care. so if i create a unprivileged user, first of all i can't see the user (only when i look up also for deactive user, makes not really sense) the next logic step would be, to create a group for this specific customer queue (each of our customers will have their own queue) and add this unprivileged user to the group. not possible, because the user doesn't appear on the screen. so the only way is to give this customer queue all unprivileged user according permissions :-( so if i have several customers, everyone can see ALL queus ! they only way i can resolve this issue, right now, is to set for this customer queue the user as watcher and then i define the according permissions for this watcher. (not really a good idea, because he should not get any emails, only when our employees create a new ticket for him. he should only check his stutus/history in his own customer view) Any ideas ? thank you, geri -------------- next part -------------- An HTML attachment was scrubbed... URL: From rlpowell at digitalkingdom.org Thu Mar 6 13:13:50 2003 From: rlpowell at digitalkingdom.org (Robin Lee Powell) Date: Thu, 6 Mar 2003 10:13:50 -0800 Subject: [rt-users] Can't Login.... Was previously working... In-Reply-To: References: Message-ID: <20030306181350.GE19869@digitalkingdom.org> On Thu, Mar 06, 2003 at 08:53:57AM -0600, James L. Harrison wrote: > I was trying to update my server and after I rebooted I could still > access the login page but after entering valid credentials and > pressing the login button I am returned to the login page... I don't > see anything in the logs... The same thing happened to me; it appears to have been because I keep up with Debian unstable. This morning's updates have fixed it for RT, but not for another Mason-based app I'm using. *Very* frustrating. -Robin -- http://www.digitalkingdom.org/~rlpowell/ *** I'm a *male* Robin. .i le pamoi velru'e zo'u crepu le plibu taxfu .i le remoi velru'e zo'u mo .i le cimoi velru'e zo'u ba'e prali .uisai http://www.lojban.org/ *** to sa'a cu'u lei pibyta'u cridrnoma toi From js138 at eng.cam.ac.uk Thu Mar 6 13:35:53 2003 From: js138 at eng.cam.ac.uk (J. Sloan) Date: Thu, 6 Mar 2003 18:35:53 +0000 (GMT) Subject: [rt-users] Can't Login.... Was previously working... In-Reply-To: <20030306181350.GE19869@digitalkingdom.org> Message-ID: On Thu, 6 Mar 2003, Robin Lee Powell wrote: > On Thu, Mar 06, 2003 at 08:53:57AM -0600, James L. Harrison wrote: > > I was trying to update my server and after I rebooted I could still > > access the login page but after entering valid credentials and > > pressing the login button I am returned to the login page... I don't > > see anything in the logs... > > The same thing happened to me; it appears to have been because I keep up > with Debian unstable. > > This morning's updates have fixed it for RT, but not for another > Mason-based app I'm using. > > *Very* frustrating. > > -Robin You don't mention which version of RT you're using. But if it's rt 2.0 you're probably triggering the bug in crypt: http://lists.fsck.com/pipermail/rt-users/2002-October/010256.html John From rlpowell at digitalkingdom.org Thu Mar 6 13:40:28 2003 From: rlpowell at digitalkingdom.org (Robin Lee Powell) Date: Thu, 6 Mar 2003 10:40:28 -0800 Subject: [rt-users] Can't Login.... Was previously working... In-Reply-To: References: <20030306181350.GE19869@digitalkingdom.org> Message-ID: <20030306184027.GF19869@digitalkingdom.org> On Thu, Mar 06, 2003 at 06:35:53PM +0000, J. Sloan wrote: > On Thu, 6 Mar 2003, Robin Lee Powell wrote: > > On Thu, Mar 06, 2003 at 08:53:57AM -0600, James L. Harrison wrote: > > > I was trying to update my server and after I rebooted I could > > > still access the login page but after entering valid credentials > > > and pressing the login button I am returned to the login page... I > > > don't see anything in the logs... > > > > The same thing happened to me; it appears to have been because I > > keep up with Debian unstable. > > > > This morning's updates have fixed it for RT, but not for another > > Mason-based app I'm using. > > > > *Very* frustrating. > > You don't mention which version of RT you're using. That's because RT was already better at this point. 8) > But if it's rt 2.0 you're probably triggering the bug in crypt: > > http://lists.fsck.com/pipermail/rt-users/2002-October/010256.html Oh *lovely*. Thanks. -Robin -- http://www.digitalkingdom.org/~rlpowell/ *** I'm a *male* Robin. .i le pamoi velru'e zo'u crepu le plibu taxfu .i le remoi velru'e zo'u mo .i le cimoi velru'e zo'u ba'e prali .uisai http://www.lojban.org/ *** to sa'a cu'u lei pibyta'u cridrnoma toi From mhunter at jfku.edu Thu Mar 6 15:08:46 2003 From: mhunter at jfku.edu (Mary Hunter) Date: Thu, 6 Mar 2003 12:08:46 -0800 (PST) Subject: [rt-users] RT3 installation problems (Mason) Message-ID: I am trying to do a new install of the RT3 beta. The dependency check seemed to go well, and everything installed fine. However, I get a 500 server error when I try to access RT via a browser. This shows up in my apache error_log: [Thu Mar 6 11:51:59 2003] [error] Undefined subroutine &RT:Mason::handler called. But I have Mason, as CPAN installed for me: /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason.pm /usr/local/lib/perl5/site_perl/5.8.0/Apache/Mason.pm /usr/local/lib/perl5/site_perl/5.8.0/Bundle/HTML/Mason.pm I'm using got mod_perl 1.27 w/apache 1.3.27, which I installed using the PDF installation guide that somebody posted a link to several days back. I am using OpenBSD and PostgreSQL. Here is my (sanitized) section of my httpd.conf: ServerName xxxx.xxxx.xxx DocumentRoot /var/www/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /var/www/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT:Mason When I comment out the "PerlHandler RT:Mason", I get what looks like the perl source of something. The URL in my location box is http://xxxx.xxxx.xxx/index.html? . I'm guessing that RT just can't find Mason. Is there a path setting I'm just missing somewhere? Is there a dependency the script doesn't specifically check for? ------------------------------------------------------------ Mary Hunter John F. Kennedy University Information Services 12 Altarinda Road Orinda, CA 94563-2603 From jason-alexander at uiowa.edu Thu Mar 6 15:27:00 2003 From: jason-alexander at uiowa.edu (Jason Alexander) Date: Thu, 06 Mar 2003 14:27:00 -0600 Subject: [rt-users] No Autoreply for Some address. Message-ID: <5.1.1.5.2.20030306140720.01eb4910@blue.weeg.uiowa.edu> Hello, I did some searching in the Archives but didn't find a good answer to this question. In my system I am restricting who can send in tickets via e-mail. So only certain address can create new tickets. Some of these are automated accounts that I would like to not send an auto reply to. Is there anyway that I can not send an auto reply to certain address while allowing others to get auto replys. Thanks Jason *************************************************** Jason Alexander Senior Security Analyst CIO Office, The University of Iowa 300-28 University Services Building jason-alexander at uiowa.edu / 319-335-6174 *************************************************** From prlawrence at Lehigh.EDU Thu Mar 6 15:51:34 2003 From: prlawrence at Lehigh.EDU (Phil R Lawrence) Date: Thu, 06 Mar 2003 15:51:34 -0500 Subject: [rt-users] how to create new scrips? Message-ID: <3E67B4D6.7020201@lehigh.edu> I saw the a contributed script that I would like to use ( http://www.fsck.com/pub/rt/contrib/2.0/OwnerChange/OwnerChange.pm -- I want staff emailed when they are assigned a new ticket.) I also see that /opt/rt2/etc/insertdata originally set up my ststems scrips. Now, how can I actually install this contributed scrip (perl module) such that RT will know about it? Thanks, Phil R Lawrence From prlawrence at Lehigh.EDU Thu Mar 6 16:11:43 2003 From: prlawrence at Lehigh.EDU (Phil R Lawrence) Date: Thu, 06 Mar 2003 16:11:43 -0500 Subject: [rt-users] how to create new scrips? References: <3E67B4D6.7020201@lehigh.edu> Message-ID: <3E67B98F.3030705@lehigh.edu> > Now, how can I actually install this contributed scrip (perl module) > such that RT will know about it? While I'm at it, I'd also like to create a new Action. I want to NotifyRTAdministrators, where RT Administrators are a group I create. Thanks! Phil From pdh at bestpractical.com Thu Mar 6 17:16:23 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 7 Mar 2003 08:16:23 +1000 Subject: [rt-users] RT3 installation problems (Mason) In-Reply-To: References: Message-ID: <20030306221621.GC473@luggage.internal.moreton.com.au> Mary Hunter wrote: > > SetHandler perl-script > PerlHandler RT:Mason > > > > When I comment out the "PerlHandler RT:Mason", I get what looks like > the perl source of something. The URL in my location box is > http://xxxx.xxxx.xxx/index.html? . You want PerlHandler RT::Mason note the extra colon there. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From mhunter at jfku.edu Thu Mar 6 20:38:37 2003 From: mhunter at jfku.edu (Mary Hunter) Date: Thu, 6 Mar 2003 17:38:37 -0800 (PST) Subject: [rt-users] RT3 installation problems (Mason) In-Reply-To: <20030306221621.GC473@luggage.internal.moreton.com.au> Message-ID: On Fri, 7 Mar 2003, Phil Homewood wrote: > PerlHandler RT::Mason > > note the extra colon there. D'oh! It's funny how sometimes you spend several days fixing big, far-reaching problems in your system's dependencies, and then don't notice that you've missed a colon... It's finally up and running, though. Thanks!!! - Mary From pdh at bestpractical.com Fri Mar 7 00:01:21 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 7 Mar 2003 15:01:21 +1000 Subject: [rt-users] anyone successfully using rt-mailgate and Postfix v2? In-Reply-To: <440357690.1046870233@[10.10.20.135]> References: <5.2.0.9.0.20030304183530.00b17320@192.168.0.2> <440357690.1046870233@[10.10.20.135]> Message-ID: <20030307050121.GF3821@luggage.internal.moreton.com.au> Tom Lichti wrote: > That did it. World read on config.pm fixed it right up. That's ok, if your value of "fixed" includes "lets anyone read your mysql passwords". The real fix is to work out why > >>(Command died with status 2: " /etc/smrsh/rt-mailgate --action comment". > >>Command output: Can't locate config.pm in @INC (@INC contains: happens. It's usually caused by rt-mailgate running with the wrong id. It's supposed to be setgid rt, and you're supposed to have a suidperl that works. One of these is probably your problem. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Fri Mar 7 00:07:13 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 7 Mar 2003 15:07:13 +1000 Subject: [rt-users] Problem on response behaviour? In-Reply-To: References: Message-ID: <20030307050713.GG3821@luggage.internal.moreton.com.au> Jorn Hass wrote: > When I resolve a ticket, and select the "Comments (Not sent to requestors)" > option from Update Type, it actually inverts the functionality, and sends a > response to the requestor. > If I select "Response to requestors", it doesn't bother to send the > notification. This behaviour looks like it's inverted. Am I missing > something? Sounds like a scrip setup problem. Do you have something like OnComment NotifyAllWatchers... OnCorrespond NotifyAdminCCs... If so, you're backwards. :-) > Something I miss here severely, is a simple "forward/bounce" option that > goes with the Comment/Open/Reply/Resolve/Take menu, as we need to "delegate" > some tickets to the outside world. Select "Comment", and enter the outside-world address into the "Cc" field. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Fri Mar 7 00:09:47 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 7 Mar 2003 15:09:47 +1000 Subject: [rt-users] No Autoreply for Some address. In-Reply-To: <5.1.1.5.2.20030306140720.01eb4910@blue.weeg.uiowa.edu> References: <5.1.1.5.2.20030306140720.01eb4910@blue.weeg.uiowa.edu> Message-ID: <20030307050947.GH3821@luggage.internal.moreton.com.au> Jason Alexander wrote: > Is > there anyway that I can not send an > auto reply to certain address while allowing others to get auto replys. http://www.fsck.com/pub/rt/contrib/2.0/AutoReplySquelch.tgz -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Fri Mar 7 00:10:58 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 7 Mar 2003 15:10:58 +1000 Subject: [rt-users] how to create new scrips? In-Reply-To: <3E67B4D6.7020201@lehigh.edu> References: <3E67B4D6.7020201@lehigh.edu> Message-ID: <20030307051058.GI3821@luggage.internal.moreton.com.au> Phil R Lawrence wrote: > I saw the a contributed script that I would like to use ( > http://www.fsck.com/pub/rt/contrib/2.0/OwnerChange/OwnerChange.pm -- I > want staff emailed when they are assigned a new ticket.) > > Now, how can I actually install this contributed scrip (perl module) > such that RT will know about it? http://www.fsck.com/pub/rt/contrib/2.0/OwnerChange/insert_condition.pl :-) -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From wash at wananchi.biz Fri Mar 7 00:33:03 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Fri, 7 Mar 2003 08:33:03 +0300 Subject: [rt-users] Re: RT-3.0-Beta-2 with mod_perl2. I got index.html working right In-Reply-To: <20030306215228.GP740@cccis.com> References: <20030306215228.GP740@cccis.com> Message-ID: <20030307053303.GH42967@ns2.wananchi.com> * Andrew Steingruebl [20030307 00:53]: wrote: > Per a thread you two mentioned at the beginning of February in the > rt-users list.... > > http://lists.fsck.com/pipermail/rt-users/2003-February/012025.html > > I have a working config using mod_perl2, rt-3.0-beta-2 and Mason. > > This was driving me crazy, and finally I hit on this solution that seems > to work: > > > AddHandler perl-script .html > PerlHandler RT::Mason > > > This worked much better than using a "SetHandler perl-script" line. I > think that Mason and RT get confused about handling directory entries, > etc. even when they are index.html files per you DirectoryIndex command. > > Using the AddHandler rather than SetHandler seems to have done the > trick, and RT actually behaves for me. > > I didn't join the list since I don't need any extra email right now, but > I got this working and thought you might like to know, since I didn't > see any followup to the list. Feel free to include this info if you > mail back to the list. Thank you for the followup. Was that a typo up there, such that we should do 's/rt2/rt3/g' -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: +254 2 313985-9 +254 2 313922 so I installed FreeBSD." GSM: +254 72 743223 +254 733 744121 This sig is McQ! :-) "In any world menu, Canada must be considered the vichyssoise of nations -- it's cold, half-French, and difficult to stir." -- Stuart Keate From brent at telecom1.com Fri Mar 7 05:40:54 2003 From: brent at telecom1.com (Brent Geach) Date: Fri, 7 Mar 2003 10:40:54 +0000 Subject: [rt-users] rt3 Can't locate object method "LoadById" Message-ID: <20030307104054.GD2221@telecom1.com> Hi Ive installed rt3 (2.1.75) Everything works fine with the system and much prefer it over rt2.0.x However when creating a new ticket via email it all works fine and I get an autoreply. However when replying to an existing ticket via email or the web interface I ge this in the rt.log This is on a redhat 7.3 box running perl 5.8.0 and apache 1.3.26 [Fri Mar 7 10:02:45 2003] [debug]: Converting 'us-ascii' to 'utf-8' (/export/www/rt3/lib/RT/I18N.pm:269) [Fri Mar 7 10:02:45 2003] [debug]: Found a ticket ID. It's 65 (/export/www/rt3/lib/RT/Interface/Email.pm:157) [Fri Mar 7 10:02:45 2003] [error]: Scrip 1 died. - Can't locate object method "CurrentUser" via package "RT::ScripAction" at /export/www/rt3/lib/RT/ScripAction_Overlay.pm line 170. Stack: [/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:281] [/export/www/rt3/lib/RT/ScripAction_Overlay.pm:170] [/export/www/rt3/lib/RT/ScripAction_Overlay.pm:147] [/export/www/rt3/lib/RT/Scrip_Overlay.pm:333] [/export/www/rt3/lib/RT/Transaction_Overlay.pm:169] [/export/www/rt3/lib/RT/Ticket_Overlay.pm:3643] [/export/www/rt3/lib/RT/Ticket_Overlay.pm:2268] [/export/www/rt3/lib/RT/Interface/Email.pm:614] [/export/www/rt3/share/html/REST/1.0/NoAuth/mail-gateway:33] [/export/www/rt3/share/html/REST/1.0/autohandler:27] [/export/www/rt3/share/html/autohandler:62] (/export/www/rt3/lib/RT/Scrip_Overlay.pm:360) [Fri Mar 7 10:02:45 2003] [error]: Scrip 4 died. - Can't locate object method "LoadById" via package "RT::ScripAction" at /export/www/rt3/lib/RT/ScripAction_Overlay.pm line 109. Stack: [/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:281] [/export/www/rt3/lib/RT/ScripAction_Overlay.pm:108] [/export/www/rt3/lib/RT/Scrip_Overlay.pm:243] [/export/www/rt3/lib/RT/Scrip_Overlay.pm:333] [/export/www/rt3/lib/RT/Transaction_Overlay.pm:169] [/export/www/rt3/lib/RT/Ticket_Overlay.pm:3643] [/export/www/rt3/lib/RT/Ticket_Overlay.pm:2268] [/export/www/rt3/lib/RT/Interface/Email.pm:614] [/export/www/rt3/share/html/REST/1.0/NoAuth/mail-gateway:33] [/export/www/rt3/share/html/REST/1.0/autohandler:27] [/export/www/rt3/share/html/autohandler:62] (/export/www/rt3/lib/RT/Scrip_Overlay.pm:360) [Fri Mar 7 10:02:45 2003] [error]: Scrip 5 died. - Can't locate object method "LoadById" via package "RT::ScripAction" at /export/www/rt3/lib/RT/ScripAction_Overlay.pm line 109. Stack: [/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:281] [/export/www/rt3/lib/RT/ScripAction_Overlay.pm:108] [/export/www/rt3/lib/RT/Scrip_Overlay.pm:243] [/export/www/rt3/lib/RT/Scrip_Overlay.pm:333] [/export/www/rt3/lib/RT/Transaction_Overlay.pm:169] [/export/www/rt3/lib/RT/Ticket_Overlay.pm:3643] [/export/www/rt3/lib/RT/Ticket_Overlay.pm:2268] [/export/www/rt3/lib/RT/Interface/Email.pm:614] [/export/www/rt3/share/html/REST/1.0/NoAuth/mail-gateway:33] [/export/www/rt3/share/html/REST/1.0/autohandler:27] [/export/www/rt3/share/html/autohandler:62] (/export/www/rt3/lib/RT/Scrip_Overlay.pm:360) [Fri Mar 7 10:02:45 2003] [error]: Scrip 6 died. - Can't locate object method "LoadById" via package "RT::ScripAction" at /export/www/rt3/lib/RT/ScripAction_Overlay.pm line 109. Stack: [/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:281] [/export/www/rt3/lib/RT/ScripAction_Overlay.pm:108] [/export/www/rt3/lib/RT/Scrip_Overlay.pm:243] [/export/www/rt3/lib/RT/Scrip_Overlay.pm:333] [/export/www/rt3/lib/RT/Transaction_Overlay.pm:169] [/export/www/rt3/lib/RT/Ticket_Overlay.pm:3643] [/export/www/rt3/lib/RT/Ticket_Overlay.pm:2268] [/export/www/rt3/lib/RT/Interface/Email.pm:614] [/export/www/rt3/share/html/REST/1.0/NoAuth/mail-gateway:33] [/export/www/rt3/share/html/REST/1.0/autohandler:27] [/export/www/rt3/share/html/autohandler:62] (/export/www/rt3/lib/RT/Scrip_Overlay.pm:360) -- ( ( _______ )) )) .-"There's always time for a good cup of coffee."-. >====<--. C|~~|C|~~| (>-----Brent Geach - brent.geach at telecom1.com------<) | = |-' `--' `--' `--------------- ---------------' `------' From michael.k.brown at alcatel.com Fri Mar 7 10:15:05 2003 From: michael.k.brown at alcatel.com (Michael K. Brown) Date: Fri, 7 Mar 2003 10:15:05 -0500 Subject: [rt-users] Anyone playing with RT3beta and LDAP? Message-ID: <011a01c2e4bc$557300e0$bb37788a@CAOTTW00390> Hi Fellow Listers! Just wondering if anyone is playing with the RT3 betas, authenticating against LDAP? I'm wondering if I can get a similar setup going for testing (probably against RT3 RC's) like the one I have now. I'm neither a professional programmer, nor am I a professional sysadmin, I'm just an overworked lab tech who likes to tinker! ;-) Currently, we're running a customized version of rt-2-0-12, with the autohandler hacked to auth against LDAP using short usernames (from /contribs), so we can use our short logins and grab info from LDAP and stuff it into the db. We're also running the LDAPsyncSCA.pl script from the /contribs directory, to replace the e-mail addresses that might get stuffed into the username fields when tickets are entered in via the e-mail gateway, with the short usernames and other info we grab from LDAP and stuff into the db. Yes, it seems complicated, but it works well for us. (It also helps update maidennames to married names (as long as uid stays the same). An unexpected benefit to our users! ;-) Just wondering if all this will be necessary in RT3. We prefer to use the RT login/logout functionality, since we're supporting an R&D lab environment, with lots of shared computers (and shared browsers). Jesse, any thought to doing a modular Auth system (a nice example is the Xaraya Content management system http://www.xaraya.com) where they have the default auth system, and modular systems where you can specify the search order. The user table has entries where you can specify which auth system each user is authenticated by (i.e. root, guest, demo auth by authsystem, everybody else default to authldap). Assuming you haven't already built it into RT3. BTW Jesse, great job on RT3! I've played with the demo on fsck.com and it looks great! Looking forward to being able to upgrade! Thanks for your time, folks! /Mike From jason-alexander at uiowa.edu Fri Mar 7 10:36:40 2003 From: jason-alexander at uiowa.edu (Jason Alexander) Date: Fri, 07 Mar 2003 09:36:40 -0600 Subject: [rt-users] No Autoreply for Some address. In-Reply-To: <20030307050947.GH3821@luggage.internal.moreton.com.au> References: <5.1.1.5.2.20030306140720.01eb4910@blue.weeg.uiowa.edu> <5.1.1.5.2.20030306140720.01eb4910@blue.weeg.uiowa.edu> Message-ID: <5.1.1.5.2.20030307093502.01ffaf68@blue.weeg.uiowa.edu> This was obviously written for the 2.0 version. I am using 3.0 Beta 2 and I guess there are enough changes that this doesn't work. Anyone have something that works with 3.0 Jason At 03:09 PM 3/7/2003 +1000, Phil Homewood wrote: >Jason Alexander wrote: > > Is > > there anyway that I can not send an > > auto reply to certain address while allowing others to get auto replys. > >http://www.fsck.com/pub/rt/contrib/2.0/AutoReplySquelch.tgz From jornh at is.co.za Fri Mar 7 10:38:48 2003 From: jornh at is.co.za (Jorn Hass) Date: Fri, 7 Mar 2003 17:38:48 +0200 Subject: [rt-users] RT3, My compliments to Jesse & co. Message-ID: Ok, so I've decided to take a sneak preview at RT3, and installed it on a test-box. Well, for one thing something that jumped out at me in usefulness is the move from keywords to Custom Fields, which solves a great nagging problem I had on trying to create an Abuse ticketing system. This way I can now have a field in which the IP/Host/Subnet that is being reported on, can be referenced, and tickets cross-referenced based on that. Of course I cannot seem to see any tickets that I have created, although the counter seems to be incrementing. Mail to the gateway gets posted but never shows up in the queue. But I will figure that one out eventually, once I can figure out exactly how things are stored, and I can check on the DB... I think this is a great ticketing system, and I am very impressed by it's performance and presentation. Pity that our company is hell-bent on using a trademark product, but it's nice to implement this on a tiny scale for our non-company activities. Well, back to tinkering... Regards, J?rn Hass Senior Systems Engineer, Infrastructure. Internet Solutions Tel: +27 (11) 575 1000 Fax: +27 (11) 388 3362 E-mail: jorn.hass at is.co.za WWW: http://www.is.co.za "This e-mail may contain confidential information and may be legally privileged and is intended only for the person to whom it is addressed. If you are not the intended recipient, you are notified that you may not use, distribute or copy this document in any manner whatsoever. Kindly also notify the sender immediately by telephone, and delete the e-mail. When addressed to clients of the company from where this e-mail originates ("the sending company ") any opinion or advice contained in this e-mail is subject to the terms and conditions expressed in any applicable terms of business or client engagement letter . The sending company does not accept liability for any damage, loss or expense arising from this e-mail and/or from the accessing of any files attached to this e-mail." -------------- next part -------------- An HTML attachment was scrubbed... URL: From bruce_campbell at ripe.net Fri Mar 7 11:22:22 2003 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Fri, 7 Mar 2003 17:22:22 +0100 (CET) Subject: [rt-users] No Autoreply for Some address. In-Reply-To: <5.1.1.5.2.20030307093502.01ffaf68@blue.weeg.uiowa.edu> Message-ID: On Fri, 7 Mar 2003, Jason Alexander wrote: > This was obviously written for the 2.0 version. I am using 3.0 Beta 2 and > I guess there are > enough changes that this doesn't work. Anyone have something that works > with 3.0 Not yet. Rest assured that as I migrate my much modified RT2 system to RT3, I will be sharing Scrips of equivilant functionality (some of the Scrips that I wrote and use for RT2 don't seem to be needed anymore in RT3, huzzah). -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security Note for the moment; always remember that 'drop database' and 'create database' commands aren't propagated through MySQL replication. This tends to break everything else that is being replicated. From jason-alexander at uiowa.edu Fri Mar 7 12:19:49 2003 From: jason-alexander at uiowa.edu (Jason Alexander) Date: Fri, 07 Mar 2003 11:19:49 -0600 Subject: [rt-users] NoAuth Report Exampes Message-ID: <5.1.1.5.2.20030307111440.00b725b8@blue.weeg.uiowa.edu> Does anyone have any example html what will open up a queue and print out a few of the custom fields to the screen. I'm looking for something that works in 3.0 What I am trying to do is to give some help desk works access to just part of the fields in a queue to protect private information. Thanks Jason From amitchell at habeas.com Fri Mar 7 12:21:29 2003 From: amitchell at habeas.com (Anne P. Mitchell, Esq.) Date: Fri, 7 Mar 2003 09:21:29 -0800 Subject: [rt-users] Some users tickets have all text hidden and must be "downloaded"? In-Reply-To: <20030305073725.GB61386@nexus.ninth-circle.org> References: <3E64EB7B.31998.20C5429@localhost> Message-ID: <3E686499.20673.5341245@localhost> Hi again folks, Perhaps this is related to our other problem (very slow submission requests on part of one user) as it's the same user..but.. We have a user with whom *every* ticket - instead of the text of the body for each ticket being displayed in the main body of the ticket, you have to click on "download" to see it (which is a pain in the neck). This *only* happens with tickets she owns (interestingly, once she owns them, they convert to that "format" even if before they were not, and changing owners does not undo it. Has anyone seen this problem before? I can't find anything in the docs, can't find any unique setting for the user...we're at a loss! Thanks! Anne From nevans at fedex.com Fri Mar 7 12:32:12 2003 From: nevans at fedex.com (Nathan Evans) Date: Fri, 7 Mar 2003 10:32:12 -0700 Subject: [rt-users] Some users tickets have all text hidden and must be "downloaded"? In-Reply-To: <3E686499.20673.5341245@localhost> Message-ID: <00e801c2e4cf$7cff1410$c51051c7@ORB> I've seen this. When a uses sends email as HTML only, RT won't automatically forward the attachment (HTML encoded message). If a user sends an email as plain text & HTML you will receive the request and be able to see the formatted HTML text when "download" is clicked within RT. There is a script that will "NotifyWithAttachments". -n8 -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Anne P. Mitchell, Esq. Sent: Friday, March 07, 2003 10:21 AM To: rt-users at lists.fsck.com Subject: [rt-users] Some users tickets have all text hidden and must be "downloaded"? Hi again folks, Perhaps this is related to our other problem (very slow submission requests on part of one user) as it's the same user..but.. We have a user with whom *every* ticket - instead of the text of the body for each ticket being displayed in the main body of the ticket, you have to click on "download" to see it (which is a pain in the neck). This *only* happens with tickets she owns (interestingly, once she owns them, they convert to that "format" even if before they were not, and changing owners does not undo it. Has anyone seen this problem before? I can't find anything in the docs, can't find any unique setting for the user...we're at a loss! Thanks! Anne _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 nevans at fedex.com Fri Mar 7 12:34:38 2003 From: nevans at fedex.com (Nathan Evans) Date: Fri, 7 Mar 2003 10:34:38 -0700 Subject: [rt-users] Some users tickets have all text hidden and must be "downloaded"? In-Reply-To: <3E686499.20673.5341245@localhost> Message-ID: <00e901c2e4cf$d4073300$c51051c7@ORB> I've seen this. When a uses sends email as HTML only, RT won't automatically forward the attachment (HTML encoded message). If a user sends an email as plain text & HTML you will receive the request and be able to see the formatted HTML text when "download" is clicked within RT. There is a script that will "NotifyWithAttachments". -n8 -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Anne P. Mitchell, Esq. Sent: Friday, March 07, 2003 10:21 AM To: rt-users at lists.fsck.com Subject: [rt-users] Some users tickets have all text hidden and must be "downloaded"? Hi again folks, Perhaps this is related to our other problem (very slow submission requests on part of one user) as it's the same user..but.. We have a user with whom *every* ticket - instead of the text of the body for each ticket being displayed in the main body of the ticket, you have to click on "download" to see it (which is a pain in the neck). This *only* happens with tickets she owns (interestingly, once she owns them, they convert to that "format" even if before they were not, and changing owners does not undo it. Has anyone seen this problem before? I can't find anything in the docs, can't find any unique setting for the user...we're at a loss! Thanks! Anne _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 nevans at fedex.com Fri Mar 7 12:39:57 2003 From: nevans at fedex.com (Nathan Evans) Date: Fri, 7 Mar 2003 10:39:57 -0700 Subject: [rt-users] Some users tickets have all text hidden and must be "downloaded"? In-Reply-To: <3E686499.20673.5341245@localhost> Message-ID: <00f001c2e4d0$93014660$c51051c7@ORB> I've seen this. When a uses sends email as HTML only, RT won't automatically forward the attachment (HTML encoded message). If a user sends an email as plain text & HTML you will receive the request and be able to see the formatted HTML text when "download" is clicked within RT. There is a script that will "NotifyWithAttachments". -n8 -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Anne P. Mitchell, Esq. Sent: Friday, March 07, 2003 10:21 AM To: rt-users at lists.fsck.com Subject: [rt-users] Some users tickets have all text hidden and must be "downloaded"? Hi again folks, Perhaps this is related to our other problem (very slow submission requests on part of one user) as it's the same user..but.. We have a user with whom *every* ticket - instead of the text of the body for each ticket being displayed in the main body of the ticket, you have to click on "download" to see it (which is a pain in the neck). This *only* happens with tickets she owns (interestingly, once she owns them, they convert to that "format" even if before they were not, and changing owners does not undo it. Has anyone seen this problem before? I can't find anything in the docs, can't find any unique setting for the user...we're at a loss! Thanks! Anne _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 Mar 7 12:58:28 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Fri, 07 Mar 2003 09:58:28 -0800 Subject: [rt-users] Reply All problem Message-ID: <5.1.0.14.2.20030307095437.037a1040@mail1.qualcomm.com> We have the following situation. user 1 sends an email to rt.queue and cc's everyone including user 2 user 2 gets the email and clicks reply all. and sends the message. This message is recieved by rt and created in a new ticket because there is no ticket id in it yet. I know we can merge tickets but my users want rt to figure that out and put the new email as part of the other ticket. Is this easily possible? If my algorithm messes up is it easy to move a single message between tickets (i realize it is not part of the interface but will the db integrity hold if that is done?) Thanks John -- <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From rlpowell at digitalkingdom.org Fri Mar 7 13:00:01 2003 From: rlpowell at digitalkingdom.org (Robin Lee Powell) Date: Fri, 7 Mar 2003 10:00:01 -0800 Subject: [rt-users] RT3, My compliments to Jesse & co. In-Reply-To: References: Message-ID: <20030307180001.GA15380@digitalkingdom.org> On Fri, Mar 07, 2003 at 05:38:48PM +0200, Jorn Hass wrote: > I think this is a great ticketing system, and I am very impressed by > it's performance and presentation. I would like to just generally second that, even though I'm only on RT2. -Robin -- http://www.digitalkingdom.org/~rlpowell/ *** I'm a *male* Robin. .i le pamoi velru'e zo'u crepu le plibu taxfu .i le remoi velru'e zo'u mo .i le cimoi velru'e zo'u ba'e prali .uisai http://www.lojban.org/ *** to sa'a cu'u lei pibyta'u cridrnoma toi From tom at redpepperracing.com Fri Mar 7 14:10:36 2003 From: tom at redpepperracing.com (Tom Lichti) Date: Fri, 07 Mar 2003 14:10:36 -0500 Subject: [rt-users] RT3, My compliments to Jesse & co. In-Reply-To: <20030307180001.GA15380@digitalkingdom.org> References: <20030307180001.GA15380@digitalkingdom.org> Message-ID: <616104100.1047046236@[10.10.20.135]> Thirded! (Sorry Robin) Tom --On Friday, March 07, 2003 10:00 AM -0800 Robin Lee Powell wrote: > On Fri, Mar 07, 2003 at 05:38:48PM +0200, Jorn Hass wrote: >> I think this is a great ticketing system, and I am very impressed by >> it's performance and presentation. > > I would like to just generally second that, even though I'm only on RT2. > > -Robin > > -- > http://www.digitalkingdom.org/~rlpowell/ *** I'm a *male* Robin. > .i le pamoi velru'e zo'u crepu le plibu taxfu > .i le remoi velru'e zo'u mo .i le cimoi velru'e zo'u ba'e prali .uisai > http://www.lojban.org/ *** to sa'a cu'u lei pibyta'u cridrnoma toi > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 amitchell at habeas.com Fri Mar 7 15:01:33 2003 From: amitchell at habeas.com (Anne P. Mitchell, Esq.) Date: Fri, 7 Mar 2003 12:01:33 -0800 Subject: [rt-users] Creating new tickets to go *out* to customers Message-ID: <3E688A1D.31116.5C62D30@localhost> Hi - I'm sorry to be so needy this week - these are all things that have been ongoing but I never had a forum before to bring our questions to. This is the last one (this week) - I promise! Is there any way to create a new ticket such that it is an outgoing email *to* a customer, but have the customer be the requester, and not a "cc:", in one step? Right now we either have to make the customer be a cc: (problematic as then they become watchers, and so we can't write confidential comments to the ticket), or we have to do a two step process - create the ticket with customer as requestor, then *reply* to it to get the email out to the customer (because when we make the customer the requestor, they don't receive any ticket body upon the first submit, no matter what we try). Thanks to anybody who can help! Anne From amitchell at habeas.com Fri Mar 7 15:02:52 2003 From: amitchell at habeas.com (Anne P. Mitchell, Esq.) Date: Fri, 7 Mar 2003 12:02:52 -0800 Subject: [rt-users] Some users tickets have all text hidden and must be "downloaded"? In-Reply-To: <00e801c2e4cf$7cff1410$c51051c7@ORB> References: <3E686499.20673.5341245@localhost> Message-ID: <3E688A6C.28479.5C764A7@localhost> > I've seen this. When a uses sends email as HTML only, RT won't > automatically forward the attachment (HTML encoded message). Thank you SO much! I had the user switch from I.E. to Netscape, and the problem went away! Anne From vbhatia at lbl.gov Fri Mar 7 15:20:09 2003 From: vbhatia at lbl.gov (Vik Bhatia) Date: Fri, 07 Mar 2003 12:20:09 -0800 Subject: [rt-users] RT3.0 Demo Site Message-ID: <3E68FEF9.3010708@lbl.gov> Hi, I was wondering if someone has set up a website where folks interested in looking at the new release of RT can go to? I am eager to see what it looks like but won;t have the time to set it up at my end for a few months. Appreciate the help! -Vik From jason-alexander at uiowa.edu Fri Mar 7 16:58:52 2003 From: jason-alexander at uiowa.edu (Jason Alexander) Date: Fri, 07 Mar 2003 15:58:52 -0600 Subject: [rt-users] Global Custom Fields and Permissions Message-ID: <5.1.1.5.2.20030307154928.020ef488@blue.weeg.uiowa.edu> Hello all again. Sorry for the questions today. I'm seeing something strange that I don't quite understand dealing with Global Custom Fields and permission. I have three divisions that I support. Each division has it's own queue. The goal is to make each division separate from each other due to concerns that some divisions shouldn't be able to see some of the other divisions information. But to make the tickets constant for the people like myself that have purview over all three divisions we setup a group of Global Custom Fields that all tickets should have. Now when I go into the queue setup and give the support people access to their divisions queue they can't see the custom fields. I went so far as to give them every possible right at the queue level. It's only when I go to the global rights and give the user see queue there that they can see the custom fields. Does this sound right. When I do this it gives the user the ability to see the activity in the queues but It looks like they can't see actual tickets. This just sounds a bit weird to me. Thanks Jason From cindy.marasco at pnl.gov Fri Mar 7 18:50:19 2003 From: cindy.marasco at pnl.gov (Marasco, Cindy) Date: Fri, 07 Mar 2003 15:50:19 -0800 Subject: [rt-users] Problem with URLs in links w/rt3 Message-ID: Hi, I'm tried to set up rt3 (2.1.83). When I add a URL (in the form http://www.example.com) to the refers-to field it seems to get added, but when the page attempts to reload I get the error below. The main Display screen shows the link, but I get the same error if I go to the Links or Jumbo view. Cindy ------------------------------------------------------------------------------------------------------- System error error: Can't locate object method "HREF" via package "RT::URI" (perhaps you forgot to load "RT::URI"?) at /usr/local/rt/share/html/Ticket/Elements/EditLinks line 88. context: ... 277: } 278: 279: # All errors returned from this routine will be in exception form. 280: local $SIG{'__DIE__'} = sub { 281: rethrow_exception( $_[0] ); 282: }; 283: 284: # 285: # $m is a dynamically scoped global containing this ... code stack: /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:281 /usr/local/rt/share/html/Ticket/Elements/EditLinks:88 /usr/local/rt/share/html/Ticket/ModifyLinks.html:37 /usr/local/rt/share/html/autohandler:146 From jesse at bestpractical.com Fri Mar 7 18:58:01 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 7 Mar 2003 18:58:01 -0500 Subject: [rt-users] Problem with URLs in links w/rt3 In-Reply-To: References: Message-ID: <20030307235801.GG21190@pallas.fsck.com> That was something I'd just fixed this afternoon. What appears to me to be the correct code is in the 2.1.83 distribution. Does this get any better if you stop and start apache? -j On Fri, Mar 07, 2003 at 03:50:19PM -0800, Marasco, Cindy wrote: > Hi, > > I'm tried to set up rt3 (2.1.83). When I add a URL (in the form http://www.example.com) to the > refers-to field it seems to get added, but when the page attempts to reload I get the error below. > The main Display screen shows the link, but I get the same error if I go to the Links or Jumbo view. > > Cindy > > ------------------------------------------------------------------------------------------------------- > System error > > error: Can't locate object method "HREF" via package "RT::URI" (perhaps you forgot to load "RT::URI"?) at /usr/local/rt/share/html/Ticket/Elements/EditLinks line 88. > > context: ... > 277: } > 278: > 279: # All errors returned from this routine will be in exception form. > 280: local $SIG{'__DIE__'} = sub { > 281: rethrow_exception( $_[0] ); > 282: }; > 283: > 284: # > 285: # $m is a dynamically scoped global containing this > ... > > code stack: /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:281 > /usr/local/rt/share/html/Ticket/Elements/EditLinks:88 > /usr/local/rt/share/html/Ticket/ModifyLinks.html:37 > /usr/local/rt/share/html/autohandler:146 > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From michael at acm3.com Sat Mar 8 11:59:40 2003 From: michael at acm3.com (Michael) Date: Sat, 08 Mar 2003 10:59:40 -0600 Subject: [rt-users] Problem Message-ID: <200303081059400816.085F7759@192.168.254.4> Hi, I have setup RT, which works fine through the web. I'm having problems getting it to work with qmail. What I have is setup for qmail is: Qmail, Vpopmail, Qmail-Scanner I setup a queue, bills. I created in the /home/vpopmail/domains/acm3.com .qmail-bills This file reads as: | /var/qmail/bin/preline /usr/local/rt2/bin/rt-mailgate --queue bills --action correspond Now, if I send an e-mail to bills at acm3.com, it enters the queue, but does not get processed out. There are no errors in any of the logs. I searched and did not find anything with the same type of problem description. Any ideas / pointers? Thanks much!! Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From patrick at pwhsnet.com Sat Mar 8 19:51:17 2003 From: patrick at pwhsnet.com (Patrick Fish) Date: Sat, 08 Mar 2003 16:51:17 -0800 Subject: [rt-users] RT + Plesk? Message-ID: <5.2.0.9.2.20030308164919.00b185f0@pop3.pwhsnet.com> Hi all, Before I waste hours of trying, I was wondering if anyone has installed RT on a machine with Plesk on it (and using Plesk). This is what it's currently running: Apache/1.3.27 (Unix) mod_perl/1.26 mod_throttle/3.1.2 PHP/4.2.2 FrontPage/4.0.4.3 mod_ssl/2.8.11 OpenSSL/0.9.6h FreeBSD 4.8-RC Thanks, Patrick Fish From js138 at eng.cam.ac.uk Sun Mar 9 05:31:42 2003 From: js138 at eng.cam.ac.uk (J. Sloan) Date: Sun, 9 Mar 2003 10:31:42 +0000 (GMT) Subject: [rt-users] Creating new tickets to go *out* to customers In-Reply-To: <3E688A1D.31116.5C62D30@localhost> Message-ID: On Fri, 7 Mar 2003, Anne P. Mitchell, Esq. wrote: > Is there any way to create a new ticket such that it is an outgoing > email *to* a customer, but have the customer be the requester, and > not a "cc:", in one step? > > Right now we either have to make the customer be a cc: > (problematic as then they become watchers, and so we can't write > confidential comments to the ticket), or we have to do a two step > process - create the ticket with customer as requestor, then *reply* > to it to get the email out to the customer (because when we make > the customer the requestor, they don't receive any ticket body upon > the first submit, no matter what we try). This last is what we do, but we have had to add to the default scrips to get this email to be sent to the requestor. You need: OnCreate NotifyRequestor with Correspondance or something like it. The filter in Notify which prevents the creator from getting a copy of their own replies will stop this doing anything in the usual case where the creator is the requestor (incoming emails). Then you can change the requestor on the ticket creation form and it will behave as desired. John From asmodai at wxs.nl Sun Mar 9 06:29:22 2003 From: asmodai at wxs.nl (Jeroen Ruigrok/asmodai) Date: Sun, 9 Mar 2003 12:29:22 +0100 Subject: [rt-users] Problem In-Reply-To: <200303081059400816.085F7759@192.168.254.4> References: <200303081059400816.085F7759@192.168.254.4> Message-ID: <20030309112922.GO61386@nexus.ninth-circle.org> -On [20030308 18:32], Michael (michael at acm3.com) wrote: >There are no errors in any of the logs. Qmail is not one of the best MTA's when it comes to logging. Do you see anything stuck in the queue? -- Jeroen Ruigrok van der Werven / asmodai / a capoeirista PGP fingerprint: 2D92 980E 45FE 2C28 9DB7 9D88 97E6 839B 2EAC 625B http://www.tendra.org/ | http://www.in-nomine.org/~asmodai/diary/ There are shadows in the garden. Like us, they are the children of the sunlight. Learn to love them despite their darkness. For with the onset of Night's greater Darkness, they will fade and be forgotten... From michael at acm3.com Sun Mar 9 10:16:08 2003 From: michael at acm3.com (Michael) Date: Sun, 09 Mar 2003 09:16:08 -0600 Subject: [rt-users] Problem In-Reply-To: <20030309112922.GO61386@nexus.ninth-circle.org> References: <200303081059400816.085F7759@192.168.254.4> <20030309112922.GO61386@nexus.ninth-circle.org> Message-ID: <200303090916080130.0D27070A@192.168.254.4> The e-mail itself is in the queue. I did find one other problem that may be the cause. I was in the web system, and could not create a ticket there either. I would click on the create ticket, it would then basically timeout after about 2-3 minutes. So I'm trying to figure that out.... with nothing to go on. Thanks Michael *********** REPLY SEPARATOR *********** On 3/9/2003 at 12:29 PM Jeroen Ruigrok/asmodai wrote: >-On [20030308 18:32], Michael (michael at acm3.com) wrote: >>There are no errors in any of the logs. > >Qmail is not one of the best MTA's when it comes to logging. > >Do you see anything stuck in the queue? > >-- >Jeroen Ruigrok van der Werven / asmodai / a capoeirista >PGP fingerprint: 2D92 980E 45FE 2C28 9DB7 9D88 97E6 839B 2EAC 625B >http://www.tendra.org/ | http://www.in-nomine.org/~asmodai/diary/ >There are shadows in the garden. Like us, they are the children of the >sunlight. Learn to love them despite their darkness. For with the >onset of Night's greater Darkness, they will fade and be forgotten... >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From gerald.fehringer at openadvice.de Sun Mar 9 12:04:02 2003 From: gerald.fehringer at openadvice.de (Gerald Fehringer) Date: Sun, 9 Mar 2003 18:04:02 +0100 (CET) Subject: [rt-users] rt 2-1-83 customfields query Message-ID: <3062.194.162.110.50.1047229442.squirrel@oa.dyndns.org> Hi, i was playing around with the selfservice html files and added some additional info for our customers. nothing fancy and pretty clear but i was not able to see any output from the customer fields. i can see my additional fields when i log in as prviliged user. that's weird, because the querys are pretty straight forward to implement, but i don't get anything ! this is what i added >>>SNIP<<<< % my @entry_fields; % while (my $CustomField = $CustomFields->Next()) { % my $Values = $Ticket->CustomFieldValues($CustomField->Id); <%$CustomField->Name%>: % while (my $Value = $Values->Next()) { <%$Value->Content%>
% } % unless ($Values->Count()) { <&|/l&>(no value) % } % } <%INIT> my $CustomFields = $Ticket->QueueObj->CustomFields(); >>> (copied from the ShowCustomFields) any help is greatly appreciated ! thanks, geri From asmodai at wxs.nl Sun Mar 9 13:42:00 2003 From: asmodai at wxs.nl (Jeroen Ruigrok/asmodai) Date: Sun, 9 Mar 2003 19:42:00 +0100 Subject: [rt-users] Problem In-Reply-To: <200303090916080130.0D27070A@192.168.254.4> References: <200303081059400816.085F7759@192.168.254.4> <20030309112922.GO61386@nexus.ninth-circle.org> <200303090916080130.0D27070A@192.168.254.4> Message-ID: <20030309184200.GQ61386@nexus.ninth-circle.org> -On [20030309 16:32], Michael (michael at acm3.com) wrote: >I did find one other problem that may be the cause. I was in the web >system, and could not create a ticket there either. > >I would click on the create ticket, it would then basically timeout >after about 2-3 minutes. Mmm, I assume this is mod_perl with apache and not fastcgi? -- Jeroen Ruigrok van der Werven / asmodai / a capoeirista PGP fingerprint: 2D92 980E 45FE 2C28 9DB7 9D88 97E6 839B 2EAC 625B http://www.tendra.org/ | http://www.in-nomine.org/~asmodai/diary/ Everything comes to those who wait... From michael at acm3.com Sun Mar 9 16:16:00 2003 From: michael at acm3.com (Michael) Date: Sun, 09 Mar 2003 15:16:00 -0600 Subject: [rt-users] Problem In-Reply-To: <20030309184200.GQ61386@nexus.ninth-circle.org> References: <200303081059400816.085F7759@192.168.254.4> <20030309112922.GO61386@nexus.ninth-circle.org> <200303090916080130.0D27070A@192.168.254.4> <20030309184200.GQ61386@nexus.ninth-circle.org> Message-ID: <200303091516000702.0E6F9154@192.168.254.4> Yes, it is with mod_perl and not fastcgi, Michael *********** REPLY SEPARATOR *********** On 3/9/2003 at 7:42 PM Jeroen Ruigrok/asmodai wrote: >-On [20030309 16:32], Michael (michael at acm3.com) wrote: >>I did find one other problem that may be the cause. I was in the web >>system, and could not create a ticket there either. >> >>I would click on the create ticket, it would then basically timeout >>after about 2-3 minutes. > >Mmm, I assume this is mod_perl with apache and not fastcgi? > >-- >Jeroen Ruigrok van der Werven / asmodai / a capoeirista >PGP fingerprint: 2D92 980E 45FE 2C28 9DB7 9D88 97E6 839B 2EAC 625B >http://www.tendra.org/ | http://www.in-nomine.org/~asmodai/diary/ >Everything comes to those who wait... From pdh at bestpractical.com Sun Mar 9 18:17:38 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Mon, 10 Mar 2003 09:17:38 +1000 Subject: [rt-users] RT3.0 Demo Site In-Reply-To: <3E68FEF9.3010708@lbl.gov> References: <3E68FEF9.3010708@lbl.gov> Message-ID: <20030309231738.GB470@luggage.internal.moreton.com.au> Vik Bhatia wrote: > I was wondering if someone has set up a website where folks interested > in looking at the new release of RT can go to? Something like http://rt3.fsck.com/ perhaps? Login as guest / guest. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From oli at isnic.is Sun Mar 9 19:01:18 2003 From: oli at isnic.is (Olafur Osvaldsson) Date: Mon, 10 Mar 2003 00:01:18 +0000 Subject: [rt-users] RT3.0 Demo Site In-Reply-To: <20030309231738.GB470@luggage.internal.moreton.com.au> References: <3E68FEF9.3010708@lbl.gov> <20030309231738.GB470@luggage.internal.moreton.com.au> Message-ID: <20030310000118.GB82572@isnic.is> I just tried logging in to rt3.fsck.com and clicking the Testing queue gives me this error every time (other queues are OK): error: panic: utf8_length: unaligned end at /opt/fsck.com-rt3/lib/RT/Interface/Web.pm line 124. context: ... 120: =cut 121: 122: sub EscapeUTF8 { 123: my $ref = shift; 124: $$ref =~ s/&/&/g; 125: $$ref =~ s//>/g; 127: $$ref =~ s/\(/(/g; 128: $$ref =~ s/\)/)/g; ... code stack: /opt/fsck.com-rt3/lib/RT/Interface/Web.pm:124 /usr/local/share/perl/5.6.1/HTML/Mason/Interp.pm:764 /opt/fsck.com-rt3/share/html/Search/Elements/TicketRow:34 /opt/fsck.com-rt3/share/html/Search/Listing.html:36 /opt/fsck.com-rt3/share/html/autohandler:146 raw error: panic: utf8_length: unaligned end at /opt/fsck.com-rt3/lib/RT/Interface/Web.pm line 124. Trace begun at /usr/local/share/perl/5.6.1/HTML/Mason/Exceptions.pm line 90 HTML::Mason::Exceptions::__ANON__('panic: utf8_length: unaligned end at /opt/fsck.com-rt3/lib/RT/Interface/Web.pm line 124. ') called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 283 HTML::Mason::Request::__ANON__('panic: utf8_length: unaligned end at /opt/fsck.com-rt3/lib/RT/Interface/Web.pm line 124. ') called at /opt/fsck.com-rt3/lib/RT/Interface/Web.pm line 124 RT::Interface::Web::EscapeUTF8('SCALAR(0x9511400)') called at /usr/local/share/perl/5.6.1/HTML/Mason/Interp.pm line 764 HTML::Mason::Interp::apply_escapes('HTML::Mason::Interp=HASH(0x8e789fc)', '???????? ??????? ????', 'h') called at /opt/fsck.com-rt3/share/html/Search/Elements/TicketRow line 34 HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x9a88b64)', 'i', 18, 'StatusOp', '=', 'RowsPerPage', 50, 'ValueOfQueue', 15, 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Component.pm line 122 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x97084a8)', 'Ticket', 'RT::Ticket=HASH(0x9a88b64)', 'i', 18, 'StatusOp', '=', 'RowsPerPage', 50, 'ValueOfQueue', 15, 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 1025 eval {...}('HTML::Mason::Component::FileBased=HASH(0x97084a8)', 'Ticket', 'RT::Ticket=HASH(0x9a88b64)', 'i', 18, 'StatusOp', '=', 'RowsPerPage', 50, 'ValueOfQueue', 15, 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 1019 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9717718)', 'Elements/TicketRow', 'Ticket', 'RT::Ticket=HASH(0x9a88b64)', 'i', 18, 'StatusOp', '=', 'RowsPerPage', 50, 'ValueOfQueue', 15, 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /opt/fsck.com-rt3/share/html/Search/Listing.html line 36 HTML::Mason::Commands::__ANON__('ValueOfQueue', 15, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Component.pm line 122 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9535494)', 'ValueOfQueue', 15, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 1025 eval {...}('HTML::Mason::Component::FileBased=HASH(0x9535494)', 'ValueOfQueue', 15, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 1019 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9717718)', 'HTML::Mason::Component::FileBased=HASH(0x9535494)', 'ValueOfQueue', 15, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 724 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x9717718)') called at /opt/fsck.com-rt3/share/html/autohandler line 146 HTML::Mason::Commands::__ANON__('ValueOfQueue', 15, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Component.pm line 122 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8e59ab4)', 'ValueOfQueue', 15, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 1020 eval {...}('HTML::Mason::Component::FileBased=HASH(0x8e59ab4)', 'ValueOfQueue', 15, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 1019 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9717718)', 'HASH(0x999d014)', 'HTML::Mason::Component::FileBased=HASH(0x8e59ab4)', 'ValueOfQueue', 15, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 338 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9717718)', 'HASH(0x999d014)', 'HTML::Mason::Component::FileBased=HASH(0x8e59ab4)', 'ValueOfQueue', 15, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 338 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9717718)', 'HASH(0x999d014)', 'HTML::Mason::Component::FileBased=HASH(0x8e59ab4)', 'ValueOfQueue', 15, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 298 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9717718)') called at /usr/local/share/perl/5.6.1/HTML/Mason/ApacheHandler.pm line 137 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9717718)') called at /usr/local/share/perl/5.6.1/HTML/Mason/ApacheHandler.pm line 137 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9717718)') called at /usr/local/share/perl/5.6.1/HTML/Mason/ApacheHandler.pm line 786 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8897650)', 'Apache=SCALAR(0x9639b30)') called at /opt/fsck.com-rt3/bin/webmux.pl line 120 RT::Mason::handler('Apache=SCALAR(0x9639b30)') called at /dev/null line 0 eval {...}('Apache=SCALAR(0x9639b30)') called at /dev/null line 0 On Mon, 10 Mar 2003, Phil Homewood wrote: > Vik Bhatia wrote: > > I was wondering if someone has set up a website where folks interested > > in looking at the new release of RT can go to? > > Something like http://rt3.fsck.com/ perhaps? Login as guest / guest. > -- > ?|? 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 -- Olafur Osvaldsson Systems Administrator Internet a Islandi hf. Tel: +354 525-5291 Email: oli at isnic.is From jesse at bestpractical.com Sun Mar 9 19:46:46 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 9 Mar 2003 19:46:46 -0500 Subject: [rt-users] RT3.0 Demo Site In-Reply-To: <20030310000118.GB82572@isnic.is> References: <3E68FEF9.3010708@lbl.gov> <20030309231738.GB470@luggage.internal.moreton.com.au> <20030310000118.GB82572@isnic.is> Message-ID: <20030310004646.GU21190@pallas.fsck.com> That's what I get for running bleeding-edge code on fsck.com. I expect this will be fixed later tonight. On Mon, Mar 10, 2003 at 12:01:18AM +0000, Olafur Osvaldsson wrote: > I just tried logging in to rt3.fsck.com and clicking the Testing queue gives > me this error every time (other queues are OK): > > error: panic: utf8_length: unaligned end at /opt/fsck.com-rt3/lib/RT/Interface/Web.pm line 124. > > context: ... > 120: =cut > 121: > 122: sub EscapeUTF8 { > 123: my $ref = shift; > 124: $$ref =~ s/&/&/g; > 125: $$ref =~ s/ 126: $$ref =~ s/>/>/g; > 127: $$ref =~ s/\(/(/g; > 128: $$ref =~ s/\)/)/g; > ... > > code stack: /opt/fsck.com-rt3/lib/RT/Interface/Web.pm:124 > /usr/local/share/perl/5.6.1/HTML/Mason/Interp.pm:764 > /opt/fsck.com-rt3/share/html/Search/Elements/TicketRow:34 > /opt/fsck.com-rt3/share/html/Search/Listing.html:36 > /opt/fsck.com-rt3/share/html/autohandler:146 > > raw error: > > panic: utf8_length: unaligned end at /opt/fsck.com-rt3/lib/RT/Interface/Web.pm line 124. > > > Trace begun at /usr/local/share/perl/5.6.1/HTML/Mason/Exceptions.pm line 90 > HTML::Mason::Exceptions::__ANON__('panic: utf8_length: unaligned end at /opt/fsck.com-rt3/lib/RT/Interface/Web.pm line 124. > ') called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 283 > HTML::Mason::Request::__ANON__('panic: utf8_length: unaligned end at /opt/fsck.com-rt3/lib/RT/Interface/Web.pm line 124. > ') called at /opt/fsck.com-rt3/lib/RT/Interface/Web.pm line 124 > RT::Interface::Web::EscapeUTF8('SCALAR(0x9511400)') called at /usr/local/share/perl/5.6.1/HTML/Mason/Interp.pm line 764 > HTML::Mason::Interp::apply_escapes('HTML::Mason::Interp=HASH(0x8e789fc)', '???????? ??????? ????', 'h') called at /opt/fsck.com-rt3/share/html/Search/Elements/TicketRow line 34 > HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x9a88b64)', 'i', 18, 'StatusOp', '=', 'RowsPerPage', 50, 'ValueOfQueue', 15, 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Component.pm line 122 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x97084a8)', 'Ticket', 'RT::Ticket=HASH(0x9a88b64)', 'i', 18, 'StatusOp', '=', 'RowsPerPage', 50, 'ValueOfQueue', 15, 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 1025 > eval {...}('HTML::Mason::Component::FileBased=HASH(0x97084a8)', 'Ticket', 'RT::Ticket=HASH(0x9a88b64)', 'i', 18, 'StatusOp', '=', 'RowsPerPage', 50, 'ValueOfQueue', 15, 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 1019 > HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9717718)', 'Elements/TicketRow', 'Ticket', 'RT::Ticket=HASH(0x9a88b64)', 'i', 18, 'StatusOp', '=', 'RowsPerPage', 50, 'ValueOfQueue', 15, 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /opt/fsck.com-rt3/share/html/Search/Listing.html line 36 > HTML::Mason::Commands::__ANON__('ValueOfQueue', 15, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Component.pm line 122 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9535494)', 'ValueOfQueue', 15, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 1025 > eval {...}('HTML::Mason::Component::FileBased=HASH(0x9535494)', 'ValueOfQueue', 15, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 1019 > HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9717718)', 'HTML::Mason::Component::FileBased=HASH(0x9535494)', 'ValueOfQueue', 15, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 724 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x9717718)') called at /opt/fsck.com-rt3/share/html/autohandler line 146 > HTML::Mason::Commands::__ANON__('ValueOfQueue', 15, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Component.pm line 122 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8e59ab4)', 'ValueOfQueue', 15, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 1020 > eval {...}('HTML::Mason::Component::FileBased=HASH(0x8e59ab4)', 'ValueOfQueue', 15, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 1019 > HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9717718)', 'HASH(0x999d014)', 'HTML::Mason::Component::FileBased=HASH(0x8e59ab4)', 'ValueOfQueue', 15, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 338 > eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9717718)', 'HASH(0x999d014)', 'HTML::Mason::Component::FileBased=HASH(0x8e59ab4)', 'ValueOfQueue', 15, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 338 > eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9717718)', 'HASH(0x999d014)', 'HTML::Mason::Component::FileBased=HASH(0x8e59ab4)', 'ValueOfQueue', 15, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfStatus', 'ARRAY(0x96f6658)', 'QueueOp', '=', 'NewSearch', 1) called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 298 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9717718)') called at /usr/local/share/perl/5.6.1/HTML/Mason/ApacheHandler.pm line 137 > eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9717718)') called at /usr/local/share/perl/5.6.1/HTML/Mason/ApacheHandler.pm line 137 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9717718)') called at /usr/local/share/perl/5.6.1/HTML/Mason/ApacheHandler.pm line 786 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8897650)', 'Apache=SCALAR(0x9639b30)') called at /opt/fsck.com-rt3/bin/webmux.pl line 120 > RT::Mason::handler('Apache=SCALAR(0x9639b30)') called at /dev/null line 0 > eval {...}('Apache=SCALAR(0x9639b30)') called at /dev/null line 0 > > > On Mon, 10 Mar 2003, Phil Homewood wrote: > > > Vik Bhatia wrote: > > > I was wondering if someone has set up a website where folks interested > > > in looking at the new release of RT can go to? > > > > Something like http://rt3.fsck.com/ perhaps? Login as guest / guest. > > -- > > ?|? 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 > > -- > Olafur Osvaldsson > Systems Administrator > Internet a Islandi hf. > Tel: +354 525-5291 > Email: oli at isnic.is > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Sun Mar 9 20:28:49 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Mon, 10 Mar 2003 11:28:49 +1000 Subject: [rt-users] rt3 Can't locate object method "LoadById" In-Reply-To: <20030307104054.GD2221@telecom1.com> References: <20030307104054.GD2221@telecom1.com> Message-ID: <20030310012849.GE470@luggage.internal.moreton.com.au> Brent Geach wrote: > [Fri Mar 7 10:02:45 2003] [error]: Scrip 1 died. - Can't locate object method > "CurrentUser" via package "RT::ScripAction" at > /export/www/rt3/lib/RT/ScripAction_Overlay.pm line 170. This was fixed around 2.1.80. Update and try again. :-) -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Sun Mar 9 21:11:09 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Mon, 10 Mar 2003 12:11:09 +1000 Subject: [rt-users] Creating new tickets to go *out* to customers In-Reply-To: <3E688A1D.31116.5C62D30@localhost> References: <3E688A1D.31116.5C62D30@localhost> Message-ID: <20030310021109.GG470@luggage.internal.moreton.com.au> Anne P. Mitchell, Esq. wrote: > to it to get the email out to the customer (because when we make > the customer the requestor, they don't receive any ticket body upon > the first submit, no matter what we try). Do you have an OnCreate AutoreplyToRequestors scrip? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From carl at xena.IPAustralia.gov.au Mon Mar 10 00:35:51 2003 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: 10 Mar 2003 16:35:51 +1100 Subject: [rt-users] Best version for new install. Message-ID: <1047274551.67142.28.camel@newton.aipo.gov.au> Afternoon All, We've decided to use RT to replace an ancient but heavily used Keystone system. I have RT2 installed and running however with RT3 not far away and no data in the RT2 system yet would I be better installing the latest RT3 beta and running with that or sticking with RT2 for the first few months? Have we any idea yet when the RT3 release might happen? Thanks! Carl. From ron.gidron at shunra.com Mon Mar 10 03:23:20 2003 From: ron.gidron at shunra.com (Ron Gidron) Date: Mon, 10 Mar 2003 10:23:20 +0200 Subject: [rt-users] "Tickets in my court" ??? Message-ID: Is there a visual way for an engineer using RT to distinguish between tickets that have been replied to by the customer. I am looking for a visual way rather then an email notification from RT. (would be nice to see a little '**' preceding each such ticket for example) Tips? Suggestions? BTW - we have both RT2 running and RT3 tested we are targeting the production based on RT3, Love it!! Thanks Ron -------------- next part -------------- An HTML attachment was scrubbed... URL: From seph at directionless.org Mon Mar 10 03:54:29 2003 From: seph at directionless.org (seph) Date: Mon, 10 Mar 2003 00:54:29 -0800 Subject: [rt-users] Best version for new install. In-Reply-To: <1047274551.67142.28.camel@newton.aipo.gov.au> (Carl Makin's message of "10 Mar 2003 16:35:51 +1100") References: <1047274551.67142.28.camel@newton.aipo.gov.au> Message-ID: > I have RT2 installed and running however with RT3 not far away and no > data in the RT2 system yet would I be better installing the latest RT3 > beta and running with that or sticking with RT2 for the first few > months? I've been happy with rt3. So I'd probably install the beta, and start customizing it, and training users. Ideally, rt3 would be released right around when you finished training your users, and you could make a clean cutover. At worst, you have to delay the migration, it still seems better than installing rt2 and dealing with 2 rounds of user training. > Have we any idea yet when the RT3 release might happen? My impression is "soon". seph From hwagener at hamburg.fcb.com Mon Mar 10 04:01:11 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Mon, 10 Mar 2003 10:01:11 +0100 Subject: [rt-users] RT3.0 Demo Site In-Reply-To: <3E68FEF9.3010708@lbl.gov> Message-ID: Am Freitag, 07.03.03 um 21:20 Uhr schrieb Vik Bhatia: > Hi, > I was wondering if someone has set up a website where folks interested > in looking at the new release of RT can go to? > > I am eager to see what it looks like but won;t have the time to set it > up at my end for a few months. > > Appreciate the help! > > -Vik RT's own bug system uses RT 3.0 itself. And, if You look in the archives, there should be mention of rt3.elixius.org (or somesuch) courtesy by Autrijus(?). Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From Jens.Mattfeld at hno.atmel.com Mon Mar 10 04:48:58 2003 From: Jens.Mattfeld at hno.atmel.com (Jens.Mattfeld at hno.atmel.com) Date: Mon, 10 Mar 2003 10:48:58 +0100 Subject: [rt-users] submitting area via email in RT 1.*.* Message-ID: Hello, I am using RT 1.0.0 and I am submitting the requests via email. Is there a way that I can fill fields like area or alias via email? I don't want to upgrade to Version 2, because I am happy with the old version. Thanks, Jens > Jens Mattfeld > IT-Operations > > Atmel Germany GmbH > Theresienstr. 2 > > D-74072 Heilbronn > > Phone +49 (0)7131 672613 > Fax +49 (0)7131 672210 > > mailto:jens.mattfeld at hno.atmel.com > http://www.atmel.com > From brent at telecom1.com Mon Mar 10 05:36:25 2003 From: brent at telecom1.com (Brent Geach) Date: Mon, 10 Mar 2003 10:36:25 +0000 Subject: [rt-users] search tickets error Message-ID: <20030310103625.GE2221@telecom1.com> Hi After having the problem with the "LoadById" I upgraded to 2.1.84 today and sorted out that problem, and all correspondence via email and web works great. Now Im having this problem when I try go to search tickets or display the tickets in a queue Can't locate object method "CountAll" via package "RT::Tickets" at /export/www/rt3/lib/RT/Tickets_Overlay.pm line 1698. Trace begun at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 121 HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "CountAll" via package "RT::Tickets" at /export/www/rt3/lib/RT/Tickets_Overlay.pm line 1698.^J') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 281 HTML::Mason::Request::__ANON__('Can\'t locate object method "CountAll" via package "RT::Tickets" at /export/www/rt3/lib/RT/Tickets_Overlay.pm line 1698.^J') called at /export/www/rt3/lib/RT/Tickets_Overlay.pm line 1698 RT::Tickets::CountAll('RT::Tickets=HASH(0x955a234)') called at /export/www/rt3/share/html/Search/Listing.html line 105 HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8adc274)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1045 eval {...}('HTML::Mason::Component::FileBased=HASH(0x8adc274)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9289c60)', 'HTML::Mason::Component::FileBased=HASH(0x8adc274)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 735 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x9289c60)') called at /export/www/rt3/share/html/autohandler line 146 HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8fb3f04)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1040 eval {...}('HTML::Mason::Component::FileBased=HASH(0x8fb3f04)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9289c60)', 'HASH(0x956da3c)', 'HTML::Mason::Component::FileBased=HASH(0x8fb3f04)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 336 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9289c60)', 'HASH(0x956da3c)', 'HTML::Mason::Component::FileBased=HASH(0x8fb3f04)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 336 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9289c60)', 'HASH(0x956da3c)', 'HTML::Mason::Component::FileBased=HASH(0x8fb3f04)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 296 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9289c60)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9289c60)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9289c60)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 787 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x88e1104)', 'Apache=SCALAR(0x925eb30)') called at /export/www/rt3/bin/webmux.pl line 120 RT::Mason::handler('Apache=SCALAR(0x925eb30)') called at /dev/null line 0 eval {...}('Apache=SCALAR(0x925eb30)') called at /dev/null line 0 -- ( ( _______ )) )) .-"There's always time for a good cup of coffee."-. >====<--. C|~~|C|~~| (>-----Brent Geach - brent.geach at telecom1.com------<) | = |-' `--' `--' `--------------- ---------------' `------' From rt at netthink.co.uk Mon Mar 10 06:30:05 2003 From: rt at netthink.co.uk (Simon Cozens) Date: Mon, 10 Mar 2003 11:30:05 +0000 Subject: [rt-users] Losing last line oddity Message-ID: <20030310113005.GA21214@deep-dark-truthful-mirror.pad> OK, here's a weird one. We're using 2.0.15 on Perl 5.6.1, with postfix 2.0.3. Whenever I send out replies to tickets, the last line is chopped off the email; it's kept in the database just fine and appears on the web interface, but it doesn't get sent out. I've tried this both with sendmail and sendmailpipe transports. Anyone seen this? -- "A few hours later, I'm on the administrative floor, and a secretary asks me about some mail I sent that had [scrambled double-byte characters] in it. While I do use a Japanese-patched Mutt at work, I've never had any instance of it sending scrambled characters, so I went over to her machine to take a look: [...] it was my sendmail.cf" - Jonathan Byrne. From pdh at bestpractical.com Mon Mar 10 08:33:48 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Mon, 10 Mar 2003 23:33:48 +1000 Subject: [rt-users] Losing last line oddity In-Reply-To: <20030310113005.GA21214@deep-dark-truthful-mirror.pad> References: <20030310113005.GA21214@deep-dark-truthful-mirror.pad> Message-ID: <20030310133348.GE461@luggage.apana.org.au> Simon Cozens wrote: > OK, here's a weird one. We're using 2.0.15 on Perl 5.6.1, with postfix 2.0.3. > Whenever I send out replies to tickets, the last line is chopped off the > email; it's kept in the database just fine and appears on the web interface, > but it doesn't get sent out. I've tried this both with sendmail and > sendmailpipe transports. What happens if you add a blank line to the end of the template(s) involved? What's the underlying MTA? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From rt at netthink.co.uk Mon Mar 10 09:29:40 2003 From: rt at netthink.co.uk (Simon Cozens) Date: Mon, 10 Mar 2003 14:29:40 +0000 Subject: [rt-users] Losing last line oddity In-Reply-To: <20030310133348.GE461@luggage.apana.org.au> References: <20030310113005.GA21214@deep-dark-truthful-mirror.pad> <20030310133348.GE461@luggage.apana.org.au> Message-ID: <20030310142940.GB26852@deep-dark-truthful-mirror.pad> Phil Homewood: > What happens if you add a blank line to the end of the template(s) > involved? What's the underlying MTA? Adding a blank line works, in that the whole content comes through, although the blank lines are trimmed. We're using postfix. -- int three = 128+64, two = 128, one=64; - plan9 has a bad day From ron.gidron at shunra.com Mon Mar 10 09:39:42 2003 From: ron.gidron at shunra.com (Ron Gidron) Date: Mon, 10 Mar 2003 16:39:42 +0200 Subject: [rt-users] Can I see which tickets have been replied to? Message-ID: When I log into RT I can see all of the tickets I am assigned to, the problem is that I cannot distinguish between those tickets that have been updated by the requestor (or anyone else but me for that matter)? is there a way to see this? My aim is to be able to use RT exclusively, so that I don't rely on an email alert (that means I need to check my email frequently..) Many thanks Ron -------------- next part -------------- An HTML attachment was scrubbed... URL: From autrijus at autrijus.org Mon Mar 10 11:02:28 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Tue, 11 Mar 2003 00:02:28 +0800 Subject: [rt-users] RT3.0 Demo Site In-Reply-To: References: <3E68FEF9.3010708@lbl.gov> Message-ID: <20030310160228.GC12926@not.autrijus.org> On Mon, Mar 10, 2003 at 10:01:11AM +0100, Harald Wagener wrote: > RT's own bug system uses RT 3.0 itself. And, if You look in the > archives, there should be mention of rt3.elixius.org (or somesuch) > courtesy by Autrijus(?). rt.elixus.org :-) /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From rlpowell at digitalkingdom.org Mon Mar 10 12:46:28 2003 From: rlpowell at digitalkingdom.org (Robin Lee Powell) Date: Mon, 10 Mar 2003 09:46:28 -0800 Subject: [rt-users] [Semi-OT] Mason & Opera? Message-ID: <20030310174628.GG31704@digitalkingdom.org> This isn't strictly an RT question, but I thought people here might know the answer anyway. Both RT 2.0.14 and another Mason app I run have a wierd side-effect in Opera: the windows are not saved when I exit. A minor nuisance, but a nuisance none-the-less. I notice that http://rt.elixus.org/index.html does *not* suffer this problem. Any ideas? -Robin -- http://www.digitalkingdom.org/~rlpowell/ *** I'm a *male* Robin. .i le pamoi velru'e zo'u crepu le plibu taxfu .i le remoi velru'e zo'u mo .i le cimoi velru'e zo'u ba'e prali .uisai http://www.lojban.org/ *** to sa'a cu'u lei pibyta'u cridrnoma toi From ben at atomicmatrix.net Mon Mar 10 13:02:26 2003 From: ben at atomicmatrix.net (Ben Goodwin) Date: Mon, 10 Mar 2003 13:02:26 -0500 Subject: [rt-users] Requestors not receiving attachments Message-ID: <029701c2e72f$38d927f0$2a4cb784@cinergi> I'm having an issue where, either via email to ticket system, or using web interface, requestors aren't receiving attachments. They receive the email, but without any sign of the attachment. The attachment shows up in the ticket via the interface, but that's it. My config.pm: $MaxAttachmentSize = 100000; $TruncateLongAttachments = undef; $DropLongAttachments = undef; And the attachments I'm testing with are 2k.. This is rt 2-0-15 with apache 1.3.27 and fastcgi 2.4.0 Thanks! -=| Ben From dane at al.com.au Mon Mar 10 22:20:38 2003 From: dane at al.com.au (Dane Rapaport) Date: Tue, 11 Mar 2003 14:20:38 +1100 Subject: [rt-users] auto-logout + notify on assignment Message-ID: <3E6D5606.6070802@al.com.au> RT is logging me out after a few hours of non-use. Can anyone tell me off the top of their head how to disable this logout? (I am presuming it isnt apache doing this logout) I have set RT to refresh every 2 minutes and modified the code so this is forced on every RT user by default but RT is still logging out. Any ideas? part 2. Can anyone tell me off the top of their head how to send an email to an owner when a ticket is assigned to them. ie Coordinator assigns a ticket to Bob. Bob should be notified via email that he has been assigned a ticket. Is there a pre-existing add-on scrip for this? Thanks in advance Dane From tingc at team.outblaze.com Mon Mar 10 22:32:41 2003 From: tingc at team.outblaze.com (Chan Ting) Date: Tue, 11 Mar 2003 11:32:41 +0800 Subject: [rt-users] RT Error In-Reply-To: <20030310143002.18500.69155.Mailman@pallas.eruditorum.org> References: <20030310143002.18500.69155.Mailman@pallas.eruditorum.org> Message-ID: <3E6D58D9.4040601@team.outblaze.com> Some of our users got the following RT error: ----------------------------------------------------------------- error in file: /usr/local/rt2/lib/RT/User.pm line 1199: Can't call method "Id" on an undefined value context: ... 1195: AuthSystem ExternalContactInfoId 1196: ContactInfoSystem ); 1197: 1198: #if the field is public, return it. 1199: if ($self->_Accessible($field, 'public')) { 1200: return($self->SUPER::_Value($field)); 1201: 1202: } 1203: #If the user wants to see their own values, let them ... component stack: /autohandler [standard] code stack: /usr/local/rt2/lib/RT/User.pm:1199 /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:409 /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler:63 misc info: error while executing /autohandler [standard]: ----------------------------------------------------------------- I think it somehow related to apache seesion because after I remove all the sessiondata in /usr/local/rt2/WebRT/sessiondata, everytime works normal. I am using: Red Hat Linux release 7.3 (Valhalla) RT ver 2.0.13 Server version: Apache/1.3.27 mysql Ver 11.18 Distrib 3.23.53a Browser: Internet Explorer 5.0 or above, Netscape 6.0 or above, Opera Many Thanks, Ting RT Administrator Outblaze Ltd From hwagener at hamburg.fcb.com Tue Mar 11 03:19:15 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 11 Mar 2003 09:19:15 +0100 Subject: [rt-users] Requestors not receiving attachments In-Reply-To: <029701c2e72f$38d927f0$2a4cb784@cinergi> Message-ID: <25D1243E-539A-11D7-A6AD-003065DC18B8@hamburg.fcb.com> Am Montag, 10.03.03 um 19:02 Uhr schrieb Ben Goodwin: > I'm having an issue where, either via email to ticket system, or using > web > interface, requestors aren't receiving attachments. They receive the > email, > but without any sign of the attachment. [snip] > This is rt 2-0-15 with apache 1.3.27 and fastcgi 2.4.0 This is normal (intended) behavior. To have attachments get sent out with correspondence, use the NotifyWithAttachment ScripAction. It's in the contrib directory for RT 2. Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From ron.gidron at shunra.com Tue Mar 11 06:18:45 2003 From: ron.gidron at shunra.com (Ron Gidron) Date: Tue, 11 Mar 2003 13:18:45 +0200 Subject: [rt-users] Unknown encoding 'iso-8859-8-i' at /opt/rt3/lib/RT/I18N.pm line 270 Message-ID: One of my users received the following error from RT: (This is a beta installation of RT running RT (3.0) version 2.1.69): ----- Transcript of session follows ----- RT server error. The RT server which handled your email did not behave as expected. It said: Unknown encoding 'iso-8859-8-i' at /opt/rt3/lib/RT/I18N.pm line 270 Stack: [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:281] [/usr/lib/perl5/5.8.0/Carp.pm:191] [/usr/lib/perl5/5.8.0/i386-linux-thread-multi/Encode.pm:152] [/opt/rt3/lib/RT/I18N.pm:270] [/opt/rt3/lib/RT/EmailParser.pm:234] [/opt/rt3/lib/RT/EmailParser.pm:182] [/opt/rt3/lib/RT/Interface/Email.pm:399] [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:33] [/opt/rt3/share/html/REST/1.0/autohandler:27] [/opt/rt3/share/html/autohandler:62] 554 5.3.0 unknown mailer error 255 Is this a known problem ? Any tips on where to dig for an answer will be greatly appreciated. Regards, Ron Gidron. -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at flothow.de Tue Mar 11 05:43:19 2003 From: lists at flothow.de (Sebastian Flothow) Date: Tue, 11 Mar 2003 11:43:19 +0100 Subject: [rt-users] Requestors not receiving attachments In-Reply-To: <029701c2e72f$38d927f0$2a4cb784@cinergi> Message-ID: <46227B15-53AE-11D7-8455-000393B2BB20@flothow.de> > I'm having an issue where, either via email to ticket system, or using > web > interface, requestors aren't receiving attachments. They receive the > email, but without any sign of the attachment. You need to install NotifyWithAttachment from contrib. > $TruncateLongAttachments = undef; > $DropLongAttachments = undef; BTW, I've set these to undef in my config too. Does this cause any problems? Should I set one of them to 1? Sebastian -- Sebastian Flothow sebastian at flothow.de #include From ajharrison at gwi.net Tue Mar 11 08:33:47 2003 From: ajharrison at gwi.net (Andy Harrison) Date: Tue, 11 Mar 2003 08:33:47 -0500 (EST) Subject: [rt-users] 2.x > 3.x Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Wondering if this is possible. If I take an sql dump from an old rt server (it might be rt-2-0-13) and load it into my own db, can the rt dumper grab it from there without installing rt2? The perl version is so old on the rt 2.x server I can't even run the rt-2.0-to-dumpfile script. - -- Andy Harrison Great Works Internet System Operations ajharrison at gwi.net RSA 1024 pgp key: http://www.nachoz.com/andy.pub -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQCVAwUBPm3lulPEkLgodAWVAQEEwwP8CKw/Z2ILsCz2KOYBejHupM7CfgvZFcsc GDMt1KOUGQjlq+X4tzAZlE0+z7vtvHgRNqMDkX5Q5h+Kc9jVHGHzaemBjNpNKul3 903c/hsVeUeOoF2P/fXdX+0F3k8wAnMDzVZwATQQU3LpwL7o+5NkLlqMm9CfPjUE KOSfz0+2hyo= =lk88 -----END PGP SIGNATURE----- From bruce_campbell at ripe.net Tue Mar 11 08:53:13 2003 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Tue, 11 Mar 2003 14:53:13 +0100 (CET) Subject: [rt-users] 2.x > 3.x In-Reply-To: Message-ID: On Tue, 11 Mar 2003, Andy Harrison wrote: > Wondering if this is possible. If I take an sql dump from an old rt > server (it might be rt-2-0-13) and load it into my own db, can the rt dumper > grab it from there without installing rt2? You'll still need the RT2 libraries, which the dumper uses. These can be copied from the old server into a temporary directory, and appropriate 'use lib' (rt2-dumper) and $DatabaseHost changes (config.pm) will work. ( ie, theres varying levels of 'install' ;) ) > The perl version is so old on the > rt 2.x server I can't even run the rt-2.0-to-dumpfile script. Which version of perl is 'so old' ? -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From bruce_campbell at ripe.net Tue Mar 11 08:55:44 2003 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Tue, 11 Mar 2003 14:55:44 +0100 (CET) Subject: [rt-users] auto-logout + notify on assignment In-Reply-To: <3E6D5606.6070802@al.com.au> Message-ID: On Tue, 11 Mar 2003, Dane Rapaport wrote: > Can anyone tell me off the top of their head how to send an email to an > owner when a ticket is assigned to them. http://www.fsck.com/rtfm/factoid.html?id=136 > Is there a pre-existing add-on scrip for this? Yes. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From bruce_campbell at ripe.net Tue Mar 11 09:20:16 2003 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Tue, 11 Mar 2003 15:20:16 +0100 (CET) Subject: [rt-users] Can I see which tickets have been replied to? In-Reply-To: Message-ID: On Mon, 10 Mar 2003, Ron Gidron wrote: > When I log into RT I can see all of the tickets I am assigned to, the > problem is that I cannot distinguish between those tickets that have > been updated by the requestor (or anyone else but me for that matter)? > is there a way to see this? Apart from 'wait 6 hours, then try again' ? ;) I presume that you are referring to the main home page of an RT installation, where the summary of tickets is given. The obvious solution is to check the last item of each ticket in the summary, and see whether it was the requestor or an AdminCc who updated it. This sounds easy; just a trifle in fact. Right? Actually, its not as easy as that. Firstly, remember that RT is a database-driven application. Secondly, the summary page of 'top 25' stuff is already doing a lot of database queries to generate that information, and its doing this each time. Adding extra queries might well make your wait intolerable. Having said that, heres a little snippet that might do what you want, for RT2 (as I don't believe you specified which RT version you are using). -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security -- WebRT/Elements/MyTickets <& /Elements/TitleBoxStart, title => "25 highest priority tickets I own..." &> % while (my $Ticket = $MyTickets->Next) { % # Fill in the cache of QueueAdminCcs (remember that someone might be in % # multiple queues, and thus AdminCc in one might be Joe Average in another ) % if( ! defined( $MyAdminCache{$Ticket->QueueObj->id} ) ){ % my $taccs = $Ticket->QueueObj->AdminCc; % while( my $tmpacc = $taccs->Next() ){ % $MyAdminCache{$Ticket->QueueObj->id}{$tmpacc->OwnerObj->id}++; % } % } % # We'll use red if the requestor last did something, green if an AdminCc % # did something. % my $transactions = $Ticket->Transactions; % # go backwards in transactions. % $transactions->OrderBy( FIELD => 'id', VALUE => 'DESC' ); % my $havelast = 0; % # 'yellow' for unknown status. % my $colour = "yellow"; % while( ($havelast == 0 ) && ( my $trans = $transactions->Next() ) ){ % next unless( $trans->Type() eq 'Correspond' || $thistrans->Type() eq 'Create' ); % $havelast++; % if( defined( $MyAdminCache{$Ticket->QueueObj->id}{$trans->CreatorObj->id} ) ){ % $colour="green"; % }else{ % $colour="red"; % } % } % }
# Subject Queue Status  
<%$Ticket->Id%> <%$Ticket->Subject || '[no subject]'%> <%$Ticket->QueueObj->Name%> <%$Ticket->Status%> [Update]
<& /Elements/TitleBoxEnd &> <%INIT> my $MyTickets; $MyTickets = new RT::Tickets ($session{'CurrentUser'}); $MyTickets->LimitOwner(VALUE => $session{'CurrentUser'}->Id); $MyTickets->LimitStatus(VALUE => "open"); $MyTickets->LimitStatus(VALUE => "new"); $MyTickets->OrderBy(FIELD => 'Priority', ORDER => 'DESC'); $MyTickets->RowsPerPage(25); my %MyAdminCache = (); From mariana.lopes at multicert.com Tue Mar 11 09:38:36 2003 From: mariana.lopes at multicert.com (Mariana Martins Lopes) Date: Tue, 11 Mar 2003 14:38:36 +0000 Subject: [rt-users] Queue with empty name Message-ID: <3E6DF4EC.5090407@multicert.com> Hi! I created a queue and then I deleted all the characters of its name, now I have a queue with an empty name. As the link to the queue configuration is the name of the queue, now I can't see the queue configuration, because I don't have where to click:-( Anyone knows how to solve this? Thanks in advance, Mariana -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 4703 bytes Desc: S/MIME Cryptographic Signature URL: From bruce_campbell at ripe.net Tue Mar 11 10:29:05 2003 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Tue, 11 Mar 2003 16:29:05 +0100 (CET) Subject: [rt-users] Queue with empty name In-Reply-To: <3E6DF4EC.5090407@multicert.com> Message-ID: On Tue, 11 Mar 2003, Mariana Martins Lopes wrote: > I created a queue and then I deleted all the characters of its name, now > I have a queue with an empty name. As the link to the queue > configuration is the name of the queue, now I can't see the queue > configuration, because I don't have where to click:-( > Anyone knows how to solve this? Click on the initial configuration link for another queue, and then change the 'id=X' attribute in the URL until X is the queue that you want. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From rodrigo.cunha at corp.vodafone.pt Tue Mar 11 10:33:45 2003 From: rodrigo.cunha at corp.vodafone.pt (=?ISO-8859-1?Q?Rodrigo_Nuno_Bragan=E7a_da_Cunha?=) Date: Tue, 11 Mar 2003 15:33:45 +0000 Subject: [rt-users] Queue with empty name In-Reply-To: <3E6DF4EC.5090407@multicert.com> References: <3E6DF4EC.5090407@multicert.com> Message-ID: <3E6E01D9.9050409@corp.vodafone.pt> Sure, you can change the name directly in the database. Inside your rt database there are various tables. You want to change the "Queues" table, "Name" field. Mariana Martins Lopes wrote: > Hi! > I created a queue and then I deleted all the characters of its name, now > I have a queue with an empty name. As the link to the queue > configuration is the name of the queue, now I can't see the queue > configuration, because I don't have where to click:-( > Anyone knows how to solve this? > Thanks in advance, Mariana From ron.gidron at shunra.com Tue Mar 11 10:38:38 2003 From: ron.gidron at shunra.com (Ron Gidron) Date: Tue, 11 Mar 2003 17:38:38 +0200 Subject: [rt-users] Can I see which tickets have been replied to? In-Reply-To: Message-ID: Bruce, Thanks a lot man, this is great!! It completely does the trick, I am on RT3 (2.1.85 as we speak) I'll do the conversion and post it. Cheers Ron > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Bruce Campbell > Sent: Tuesday, March 11, 2003 4:20 PM > To: RT Users > Subject: Re: [rt-users] Can I see which tickets have been replied to? > > > On Mon, 10 Mar 2003, Ron Gidron wrote: > > > When I log into RT I can see all of the tickets I am assigned to, the > > problem is that I cannot distinguish between those tickets that have > > been updated by the requestor (or anyone else but me for that matter)? > > is there a way to see this? > > Apart from 'wait 6 hours, then try again' ? ;) > > I presume that you are referring to the main home page of an RT > installation, where the summary of tickets is given. The obvious solution > is to check the last item of each ticket in the summary, and see whether > it was the requestor or an AdminCc who updated it. > > This sounds easy; just a trifle in fact. Right? Actually, its not as > easy as that. Firstly, remember that RT is a database-driven application. > Secondly, the summary page of 'top 25' stuff is already doing a lot of > database queries to generate that information, and its doing this each > time. Adding extra queries might well make your wait intolerable. > > Having said that, heres a little snippet that might do what you want, for > RT2 (as I don't believe you specified which RT version you are using). > > -- > Bruce Campbell > RIPE > Systems/Network Engineer > NCC > www.ripe.net - PGP562C8B1B > Operations/Security > > -- WebRT/Elements/MyTickets > <& /Elements/TitleBoxStart, title => "25 highest priority tickets > I own..." &> > > > > > > > > > % while (my $Ticket = $MyTickets->Next) { > % # Fill in the cache of QueueAdminCcs (remember that someone might be in > % # multiple queues, and thus AdminCc in one might be Joe > Average in another ) > % if( ! defined( $MyAdminCache{$Ticket->QueueObj->id} ) ){ > % my $taccs = $Ticket->QueueObj->AdminCc; > % while( my $tmpacc = $taccs->Next() ){ > % $MyAdminCache{$Ticket->QueueObj->id}{$tmpacc->OwnerObj->id}++; > % } > % } > > > > > % # We'll use red if the requestor last did something, green if an AdminCc > % # did something. > % my $transactions = $Ticket->Transactions; > % # go backwards in transactions. > % $transactions->OrderBy( FIELD => 'id', VALUE => 'DESC' ); > % my $havelast = 0; > % # 'yellow' for unknown status. > % my $colour = "yellow"; > % while( ($havelast == 0 ) && ( my $trans = $transactions->Next() ) ){ > % next unless( $trans->Type() eq 'Correspond' || > $thistrans->Type() eq 'Create' ); > % $havelast++; > % if( defined( > $MyAdminCache{$Ticket->QueueObj->id}{$trans->CreatorObj->id} ) ){ > % $colour="green"; > % }else{ > % $colour="red"; > % } > % } > > > > % } >
#SubjectQueueStatus 
> <%$Ticket->Id%> > > > <%$Ticket->Subject || '[no subject]'%> > > > <%$Ticket->QueueObj->Name%> > > <%$Ticket->Status%> > > [Update] >
> <& /Elements/TitleBoxEnd &> > > > <%INIT> > my $MyTickets; > $MyTickets = new RT::Tickets ($session{'CurrentUser'}); > $MyTickets->LimitOwner(VALUE => $session{'CurrentUser'}->Id); > $MyTickets->LimitStatus(VALUE => "open"); > $MyTickets->LimitStatus(VALUE => "new"); > $MyTickets->OrderBy(FIELD => 'Priority', ORDER => 'DESC'); > $MyTickets->RowsPerPage(25); > > my %MyAdminCache = (); > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 Shmulik at olivesoftware.com Tue Mar 11 10:41:59 2003 From: Shmulik at olivesoftware.com (Shmulik Gazit) Date: Tue, 11 Mar 2003 17:41:59 +0200 Subject: [rt-users] [newbie] new tickets BCCed to watchers ?! Message-ID: <71B89563D3D7D3118D390008C79F359DBEFCE2@OLIVE> Hello, After a week I managed to install RT on RedHat 7.3. It has been very hard and involved a lot of looking behind the RTFM for answers. I hope this manual gets to be more extensive and will include many more "gotchas" than now. My last problem seems to be this - as noted below in rt's debug log, To: and CC: fields are empty (although I have on CC user defined in the queue), and the two watchers get BCCed ! You can also see that there are a few warnings, they might be related. any idea why? thanks! /Shmulik. [Tue Mar 11 14:38:35 2003] [warning]: Use of uninitialized value in array dereference at /opt/rt2/lib/R T/Action/SendEmail.pm line 94, line 12. [Tue Mar 11 14:38:35 2003] [warning]: Use of uninitialized value in array dereference at /opt/rt2/lib/R T/Action/SendEmail.pm line 96, line 12. [Tue Mar 11 14:38:35 2003] [warning]: Use of uninitialized value in array dereference at /opt/rt2/lib/R T/Action/SendEmail.pm line 116, line 12. [Tue Mar 11 14:38:35 2003] [debug]: RT::Transaction=HASH(0x88317ec): Committed AutoreplyToRequestors [Tue Mar 11 14:38:35 2003] [debug]: now requiring RT::Condition::AnyTransaction [Tue Mar 11 14:38:35 2003] [debug]: RT::Transaction=HASH(0x88317ec): Checking condition OnCreate... [Tue Mar 11 14:38:35 2003] [debug]: RT::Transaction=HASH(0x88317ec): Matches condition OnCreate... [Tue Mar 11 14:38:35 2003] [debug]: now requiring RT::Action::Notify [Tue Mar 11 14:38:35 2003] [debug]: RT::Action::Notify=HASH(0x88fa004): To is [Tue Mar 11 14:38:35 2003] [debug]: RT::Action::Notify=HASH(0x88fa004): Cc is [Tue Mar 11 14:38:35 2003] [debug]: RT::Action::Notify=HASH(0x88fa004): Bcc is xxx at olivesoftware.co m,yyy at olivesoftware.com [Tue Mar 11 14:38:35 2003] [debug]: RT::Transaction=HASH(0x88317ec): Prepared NotifyAdminCcs [Tue Mar 11 14:38:35 2003] [debug]: RT::Transaction=HASH(0x88317ec): Committed NotifyAdminCcs [Tue Mar 11 14:38:36 2003] [info]: Ticket 2 created in queue 'support'. From ajharrison at gwi.net Tue Mar 11 10:44:32 2003 From: ajharrison at gwi.net (Andy Harrison) Date: Tue, 11 Mar 2003 10:44:32 -0500 (EST) Subject: [rt-users] 2.x > 3.x In-Reply-To: Message-ID: -----BEGIN PGP SIGNED MESSAGE----- On 11-Mar-2003 Bruce Campbell wrote: > You'll still need the RT2 libraries, which the dumper uses. These can be > copied from the old server into a temporary directory, and appropriate > 'use lib' (rt2-dumper) and $DatabaseHost changes (config.pm) will work. > > ( ie, theres varying levels of 'install' ;) ) > Ok, did this and it loaded up the dump directory with t-* files and metadata. Now, trying to go the other way, I get this. # ./dumpfile-to-rt-3.0 rt2dump [Tue Mar 11 15:16:37 2003] [err]: Couldn't load from the users database. (/opt/rt3/lib/RT/CurrentUser.pm:112) WARNING: pg_atoi: zero-length string WARNING: pg_atoi: zero-length string Creating 27 - GWI-CSS WARNING: pg_atoi: zero-length string WARNING: pg_atoi: zero-length string [Tue Mar 11 15:16:37 2003] [crit]: Failed to create user for$VAR1 = 'HASH(0x8cc7a04) No permission to create users '; (/opt/rt3/lib/RT.pm:230) Since it's whining about creating users, I ended up going through my postgres server and giving every single user full access as well as full privs on the table itself, but still get the above message. I even rigged it up to su to the user that my postgres server is running and get the same results. Any clues? > Which version of perl is 'so old' ? % perl -v This is perl, version 5.005_03 built for i386-bsdos I was getting a very similar error to one that I was getting before I fixed my perl install on my own machine. - -- Andy Harrison Great Works Internet System Operations ajharrison at gwi.net RSA 1024 pgp key: http://www.nachoz.com/andy.pub -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQCVAwUBPm4EXlPEkLgodAWVAQGCWwQAihcVkeMFaTuOujp7DX2Irjnxbzc1aVKB iSOxy8VJ/o+D7l+ZbUz3+s6FW+748ea8WwUStXylMwzgb5/EAji0ebvwlWZDYB/Z TO55nWkHOtyqV+46/zz6RvF2W1KWLQSiodVEJlMnglgCmrsg3CWZL+JKEbkgXhMb pQPIT9QmaV8= =Goz8 -----END PGP SIGNATURE----- From michael.k.brown at alcatel.com Tue Mar 11 11:47:32 2003 From: michael.k.brown at alcatel.com (Michael K. Brown) Date: Tue, 11 Mar 2003 11:47:32 -0500 Subject: [rt-users] Install problems rt-2-1-84 Message-ID: <007c01c2e7ed$e9052890$d137788a@CAOTTW00390> Hi Folks! I'm setting up a test installation on the same server as my rt-2-0-12 installation. Make install went well. Trying to make initialize-database, and I get the following error: # make initialize-database /usr/bin/perl //usr/local/rt3/sbin/rt-setup-database --action init --dba root -- prompt-for-dba-password Can't locate Encode/compat.pm in @INC (@INC contains: /usr/local/rt3/lib /usr/lo cal/lib/perl5/5.6.1/sun4-solaris /usr/local/lib/perl5/5.6.1 /usr/local/lib/perl5 /site_perl/5.6.1/sun4-solaris /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/li b/perl5/site_perl .) at /usr/local/rt3/lib/RT/I18N.pm line 40. BEGIN failed--compilation aborted at /usr/local/rt3/lib/RT/I18N.pm line 42. Compilation failed in require at /usr/local/rt3/lib/RT.pm line 29. BEGIN failed--compilation aborted at /usr/local/rt3/lib/RT.pm line 29. Compilation failed in require at //usr/local/rt3/sbin/rt-setup-database line 37. BEGIN failed--compilation aborted at //usr/local/rt3/sbin/rt-setup-database line 37. make: *** [initialize-database] Error 2 Just wondering if it's a bug, or something in my set-up. Existing set-up is rt-2-0-12 (customized) with mysql, apache, mod_perl1.26. Testing of beta rt3 will be with fastcgi. I have customized RT_SiteConfig.pm, but haven't done the httpd.conf file yet, since I can't get the database installed. Hope that helps! /Mike From ajharrison at gwi.net Tue Mar 11 11:54:30 2003 From: ajharrison at gwi.net (Andy Harrison) Date: Tue, 11 Mar 2003 11:54:30 -0500 (EST) Subject: [rt-users] Install problems rt-2-1-84 In-Reply-To: <007c01c2e7ed$e9052890$d137788a@CAOTTW00390> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- On 11-Mar-2003 Michael K. Brown wrote: > Can't locate Encode/compat.pm You haven't finished with your dependencies. Install this perl module. - -- Andy Harrison Great Works Internet System Operations ajharrison at gwi.net RSA 1024 pgp key: http://www.nachoz.com/andy.pub -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQCVAwUBPm4UxVPEkLgodAWVAQFUAwQArkrD2ZAZcT569eJmpTyJm37jWE7cTENJ ToGYbl1bThnVemdL23CGpv1e3y6US2CWtbENWWYP4kOMoBUJvShNgHlKg11lumVD /24cZaJH40FbVuGExzVntYJHwKNRtYZ8s9AUce1OYuQAr+2OwYx9WuDgc9xoj2wD 0swbtCD9hC4= =CrCk -----END PGP SIGNATURE----- From michael.k.brown at alcatel.com Tue Mar 11 12:11:25 2003 From: michael.k.brown at alcatel.com (Michael K. Brown) Date: Tue, 11 Mar 2003 12:11:25 -0500 Subject: [rt-users] RE: Install problems rt-2-1-84 Message-ID: <008501c2e7f1$3f191c20$d137788a@CAOTTW00390> OK... I had run the automated install of dependencies, and now that I'm trying to install manually, I'm seeing where there were some problems. Here's the results from the attempted install from CPAN: cpan> install Encode::compat CPAN: Storable loaded ok Going to read /var/tmp/.cpan/Metadata Database was generated on Mon, 10 Mar 2003 13:40:55 GMT Running install for module Encode::compat Running make for A/AU/AUTRIJUS/Encode-compat-0.05.tar.gz CPAN: MD5 loaded ok CPAN: Compress::Zlib loaded ok Checksum for /var/tmp/.cpan/sources/authors/id/A/AU/AUTRIJUS/Encode-compat-0.05. tar.gz ok x Encode-compat-0.05, 0 bytes, 0 tape blocks x Encode-compat-0.05/lib, 0 bytes, 0 tape blocks x Encode-compat-0.05/lib/Encode, 0 bytes, 0 tape blocks x Encode-compat-0.05/lib/Encode/compat, 0 bytes, 0 tape blocks x Encode-compat-0.05/lib/Encode/compat/common.pm, 2570 bytes, 6 tape blocks x Encode-compat-0.05/lib/Encode/compat/5006001.pm, 583 bytes, 2 tape blocks x Encode-compat-0.05/lib/Encode/compat/Alias.pm, 9723 bytes, 19 tape blocks x Encode-compat-0.05/lib/Encode/compat.pm, 2338 bytes, 5 tape blocks x Encode-compat-0.05/Changes, 3511 bytes, 7 tape blocks x Encode-compat-0.05/t, 0 bytes, 0 tape blocks x Encode-compat-0.05/t/1-basic.t, 610 bytes, 2 tape blocks x Encode-compat-0.05/MANIFEST, 184 bytes, 1 tape blocks x Encode-compat-0.05/Makefile.PL, 652 bytes, 2 tape blocks x Encode-compat-0.05/README, 672 bytes, 2 tape blocks x Encode-compat-0.05/SIGNATURE, 1289 bytes, 3 tape blocks CPAN.pm: Going to build A/AU/AUTRIJUS/Encode-compat-0.05.tar.gz Checking if your kit is complete... Looks good Writing Makefile for Encode::compat cp lib/Encode/compat/5006001.pm blib/lib/Encode/compat/5006001.pm cp lib/Encode/compat/common.pm blib/lib/Encode/compat/common.pm cp lib/Encode/compat/Alias.pm blib/lib/Encode/compat/Alias.pm cp lib/Encode/compat.pm blib/lib/Encode/compat.pm Manifying blib/man3/Encode::compat::Alias.3 Manifying blib/man3/Encode::compat.3 /usr/local/bin/make -j3 -- OK Running make test PERL_DL_NONLAZY=1 /usr/bin/perl -Iblib/arch -Iblib/lib -I/usr/local/lib/perl5/5. 6.1/sun4-solaris -I/usr/local/lib/perl5/5.6.1 -e 'use Test::Harness qw(&runtests $verbose); $verbose=0; runtests @ARGV;' t/*.t t/1-basic....ok 2/8Unsupported conversion: Invalid argument at blib/lib/Encode/c ompat/common.pm line 115. t/1-basic....dubious Test returned status 22 (wstat 5632, 0x1600) DIED. FAILED tests 3-8 Failed 6/8 tests, 25.00% okay Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------ ------- t/1-basic.t 22 5632 8 6 75.00% 3-8 Failed 1/1 test scripts, 0.00% okay. 6/8 subtests failed, 25.00% okay. make: *** [test_dynamic] Error 2 /usr/local/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force cpan> Wondering if anyone can help me here. Thanks for your time! /Mike -----Original Message----- From: Michael K. Brown [mailto:michael.k.brown at alcatel.com] Sent: Tuesday, March 11, 2003 11:48 AM To: Rt-Users (rt-users at lists.fsck.com) Subject: Install problems rt-2-1-84 Hi Folks! I'm setting up a test installation on the same server as my rt-2-0-12 installation. Make install went well. Trying to make initialize-database, and I get the following error: # make initialize-database /usr/bin/perl //usr/local/rt3/sbin/rt-setup-database --action init --dba root -- prompt-for-dba-password Can't locate Encode/compat.pm in @INC (@INC contains: /usr/local/rt3/lib /usr/lo cal/lib/perl5/5.6.1/sun4-solaris /usr/local/lib/perl5/5.6.1 /usr/local/lib/perl5 /site_perl/5.6.1/sun4-solaris /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/li b/perl5/site_perl .) at /usr/local/rt3/lib/RT/I18N.pm line 40. BEGIN failed--compilation aborted at /usr/local/rt3/lib/RT/I18N.pm line 42. Compilation failed in require at /usr/local/rt3/lib/RT.pm line 29. BEGIN failed--compilation aborted at /usr/local/rt3/lib/RT.pm line 29. Compilation failed in require at //usr/local/rt3/sbin/rt-setup-database line 37. BEGIN failed--compilation aborted at //usr/local/rt3/sbin/rt-setup-database line 37. make: *** [initialize-database] Error 2 Just wondering if it's a bug, or something in my set-up. Existing set-up is rt-2-0-12 (customized) with mysql, apache, mod_perl1.26. Testing of beta rt3 will be with fastcgi. I have customized RT_SiteConfig.pm, but haven't done the httpd.conf file yet, since I can't get the database installed. Hope that helps! /Mike From Shmulik at olivesoftware.com Tue Mar 11 12:34:28 2003 From: Shmulik at olivesoftware.com (Shmulik Gazit) Date: Tue, 11 Mar 2003 19:34:28 +0200 Subject: [rt-users] RE: Install problems rt-2-1-84 Message-ID: <71B89563D3D7D3118D390008C79F359DBEFCEC@OLIVE> Maybe you need a new Test::Harness? or an older one? -----Original Message----- From: Michael K. Brown [mailto:michael.k.brown at alcatel.com] Sent: Tue, March 11, 2003 7:11 PM To: Rt-Users Subject: [rt-users] RE: Install problems rt-2-1-84 OK... I had run the automated install of dependencies, and now that I'm trying to install manually, I'm seeing where there were some problems. Here's the results from the attempted install from CPAN: cpan> install Encode::compat CPAN: Storable loaded ok Going to read /var/tmp/.cpan/Metadata Database was generated on Mon, 10 Mar 2003 13:40:55 GMT Running install for module Encode::compat Running make for A/AU/AUTRIJUS/Encode-compat-0.05.tar.gz CPAN: MD5 loaded ok CPAN: Compress::Zlib loaded ok Checksum for /var/tmp/.cpan/sources/authors/id/A/AU/AUTRIJUS/Encode-compat-0.05. tar.gz ok x Encode-compat-0.05, 0 bytes, 0 tape blocks x Encode-compat-0.05/lib, 0 bytes, 0 tape blocks x Encode-compat-0.05/lib/Encode, 0 bytes, 0 tape blocks x Encode-compat-0.05/lib/Encode/compat, 0 bytes, 0 tape blocks x Encode-compat-0.05/lib/Encode/compat/common.pm, 2570 bytes, 6 tape blocks x Encode-compat-0.05/lib/Encode/compat/5006001.pm, 583 bytes, 2 tape blocks x Encode-compat-0.05/lib/Encode/compat/Alias.pm, 9723 bytes, 19 tape blocks x Encode-compat-0.05/lib/Encode/compat.pm, 2338 bytes, 5 tape blocks x Encode-compat-0.05/Changes, 3511 bytes, 7 tape blocks x Encode-compat-0.05/t, 0 bytes, 0 tape blocks x Encode-compat-0.05/t/1-basic.t, 610 bytes, 2 tape blocks x Encode-compat-0.05/MANIFEST, 184 bytes, 1 tape blocks x Encode-compat-0.05/Makefile.PL, 652 bytes, 2 tape blocks x Encode-compat-0.05/README, 672 bytes, 2 tape blocks x Encode-compat-0.05/SIGNATURE, 1289 bytes, 3 tape blocks CPAN.pm: Going to build A/AU/AUTRIJUS/Encode-compat-0.05.tar.gz Checking if your kit is complete... Looks good Writing Makefile for Encode::compat cp lib/Encode/compat/5006001.pm blib/lib/Encode/compat/5006001.pm cp lib/Encode/compat/common.pm blib/lib/Encode/compat/common.pm cp lib/Encode/compat/Alias.pm blib/lib/Encode/compat/Alias.pm cp lib/Encode/compat.pm blib/lib/Encode/compat.pm Manifying blib/man3/Encode::compat::Alias.3 Manifying blib/man3/Encode::compat.3 /usr/local/bin/make -j3 -- OK Running make test PERL_DL_NONLAZY=1 /usr/bin/perl -Iblib/arch -Iblib/lib -I/usr/local/lib/perl5/5. 6.1/sun4-solaris -I/usr/local/lib/perl5/5.6.1 -e 'use Test::Harness qw(&runtests $verbose); $verbose=0; runtests @ARGV;' t/*.t t/1-basic....ok 2/8Unsupported conversion: Invalid argument at blib/lib/Encode/c ompat/common.pm line 115. t/1-basic....dubious Test returned status 22 (wstat 5632, 0x1600) DIED. FAILED tests 3-8 Failed 6/8 tests, 25.00% okay Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------ ------- t/1-basic.t 22 5632 8 6 75.00% 3-8 Failed 1/1 test scripts, 0.00% okay. 6/8 subtests failed, 25.00% okay. make: *** [test_dynamic] Error 2 /usr/local/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force cpan> Wondering if anyone can help me here. Thanks for your time! /Mike -----Original Message----- From: Michael K. Brown [mailto:michael.k.brown at alcatel.com] Sent: Tuesday, March 11, 2003 11:48 AM To: Rt-Users (rt-users at lists.fsck.com) Subject: Install problems rt-2-1-84 Hi Folks! I'm setting up a test installation on the same server as my rt-2-0-12 installation. Make install went well. Trying to make initialize-database, and I get the following error: # make initialize-database /usr/bin/perl //usr/local/rt3/sbin/rt-setup-database --action init --dba root -- prompt-for-dba-password Can't locate Encode/compat.pm in @INC (@INC contains: /usr/local/rt3/lib /usr/lo cal/lib/perl5/5.6.1/sun4-solaris /usr/local/lib/perl5/5.6.1 /usr/local/lib/perl5 /site_perl/5.6.1/sun4-solaris /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/li b/perl5/site_perl .) at /usr/local/rt3/lib/RT/I18N.pm line 40. BEGIN failed--compilation aborted at /usr/local/rt3/lib/RT/I18N.pm line 42. Compilation failed in require at /usr/local/rt3/lib/RT.pm line 29. BEGIN failed--compilation aborted at /usr/local/rt3/lib/RT.pm line 29. Compilation failed in require at //usr/local/rt3/sbin/rt-setup-database line 37. BEGIN failed--compilation aborted at //usr/local/rt3/sbin/rt-setup-database line 37. make: *** [initialize-database] Error 2 Just wondering if it's a bug, or something in my set-up. Existing set-up is rt-2-0-12 (customized) with mysql, apache, mod_perl1.26. Testing of beta rt3 will be with fastcgi. I have customized RT_SiteConfig.pm, but haven't done the httpd.conf file yet, since I can't get the database installed. Hope that helps! /Mike _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From volzh at junese.de Tue Mar 11 13:23:16 2003 From: volzh at junese.de (Harald Volz) Date: Tue, 11 Mar 2003 19:23:16 +0100 Subject: [rt-users] sendmail problem Message-ID: <0979185C00FAB1478174642F516824F10EA697@unity.just-intern.de> Hi list, I am new to RT and have a problem with sendmail and rt 2-0-15 Trying to reply to a ticket mail, the mail bounces by Version Sendmail 8.12.6 ----- The following addresses had permanent fatal errors ----- "|/opt/rt2/bin/rt-mailgate --verbose --debug --queue Adastra --action correspond" (reason: 255) (expanded from: ) ----- Transcript of session follows ----- Can't do setuid 554 5.3.0 unknown mailer error 255 12 -rwxr-sr-x 1 rt_user rt 9145 Mar 11 18:58 rt-mailgate maybe this is the problem? The queue-sender (Correspondence Address) is suadastra at junese.de (I need this for our mail system) but the mail comes to suadastra at linuxnms.junese.de Any hints? kind regards harald From michael.k.brown at alcatel.com Tue Mar 11 13:34:26 2003 From: michael.k.brown at alcatel.com (Michael K. Brown) Date: Tue, 11 Mar 2003 13:34:26 -0500 Subject: [rt-users] RE: Install problems rt-2-1-84 Message-ID: <009801c2e7fc$d8862500$d137788a@CAOTTW00390> Hi folks! I did a cpan > force install Encode::compat, and that seemed to install OK, even though the tests complained. I've installed rt-2-1-85, and I'll see how that goes when I finish configuring it... I'm looking at running it using fastcgi, under the same apache instance as rt-2-0-12/apache/mod_perl1.26. Will that cause me problems, or should I do something different? Thanks again for all the help! /Mike -----Original Message----- From: Michael K. Brown [mailto:michael.k.brown at alcatel.com] Sent: Tuesday, March 11, 2003 12:11 PM To: Rt-Users (rt-users at lists.fsck.com) Subject: RE: Install problems rt-2-1-84 OK... I had run the automated install of dependencies, and now that I'm trying to install manually, I'm seeing where there were some problems. Here's the results from the attempted install from CPAN: cpan> install Encode::compat CPAN: Storable loaded ok Going to read /var/tmp/.cpan/Metadata Database was generated on Mon, 10 Mar 2003 13:40:55 GMT Running install for module Encode::compat Running make for A/AU/AUTRIJUS/Encode-compat-0.05.tar.gz CPAN: MD5 loaded ok CPAN: Compress::Zlib loaded ok Checksum for /var/tmp/.cpan/sources/authors/id/A/AU/AUTRIJUS/Encode-compat-0.05. tar.gz ok x Encode-compat-0.05, 0 bytes, 0 tape blocks x Encode-compat-0.05/lib, 0 bytes, 0 tape blocks x Encode-compat-0.05/lib/Encode, 0 bytes, 0 tape blocks x Encode-compat-0.05/lib/Encode/compat, 0 bytes, 0 tape blocks x Encode-compat-0.05/lib/Encode/compat/common.pm, 2570 bytes, 6 tape blocks x Encode-compat-0.05/lib/Encode/compat/5006001.pm, 583 bytes, 2 tape blocks x Encode-compat-0.05/lib/Encode/compat/Alias.pm, 9723 bytes, 19 tape blocks x Encode-compat-0.05/lib/Encode/compat.pm, 2338 bytes, 5 tape blocks x Encode-compat-0.05/Changes, 3511 bytes, 7 tape blocks x Encode-compat-0.05/t, 0 bytes, 0 tape blocks x Encode-compat-0.05/t/1-basic.t, 610 bytes, 2 tape blocks x Encode-compat-0.05/MANIFEST, 184 bytes, 1 tape blocks x Encode-compat-0.05/Makefile.PL, 652 bytes, 2 tape blocks x Encode-compat-0.05/README, 672 bytes, 2 tape blocks x Encode-compat-0.05/SIGNATURE, 1289 bytes, 3 tape blocks CPAN.pm: Going to build A/AU/AUTRIJUS/Encode-compat-0.05.tar.gz Checking if your kit is complete... Looks good Writing Makefile for Encode::compat cp lib/Encode/compat/5006001.pm blib/lib/Encode/compat/5006001.pm cp lib/Encode/compat/common.pm blib/lib/Encode/compat/common.pm cp lib/Encode/compat/Alias.pm blib/lib/Encode/compat/Alias.pm cp lib/Encode/compat.pm blib/lib/Encode/compat.pm Manifying blib/man3/Encode::compat::Alias.3 Manifying blib/man3/Encode::compat.3 /usr/local/bin/make -j3 -- OK Running make test PERL_DL_NONLAZY=1 /usr/bin/perl -Iblib/arch -Iblib/lib -I/usr/local/lib/perl5/5. 6.1/sun4-solaris -I/usr/local/lib/perl5/5.6.1 -e 'use Test::Harness qw(&runtests $verbose); $verbose=0; runtests @ARGV;' t/*.t t/1-basic....ok 2/8Unsupported conversion: Invalid argument at blib/lib/Encode/c ompat/common.pm line 115. t/1-basic....dubious Test returned status 22 (wstat 5632, 0x1600) DIED. FAILED tests 3-8 Failed 6/8 tests, 25.00% okay Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------ ------- t/1-basic.t 22 5632 8 6 75.00% 3-8 Failed 1/1 test scripts, 0.00% okay. 6/8 subtests failed, 25.00% okay. make: *** [test_dynamic] Error 2 /usr/local/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force cpan> Wondering if anyone can help me here. Thanks for your time! /Mike From gregw-rt-users at greg.cex.ca Tue Mar 11 13:38:09 2003 From: gregw-rt-users at greg.cex.ca (Greg White) Date: Tue, 11 Mar 2003 10:38:09 -0800 Subject: [rt-users] sendmail problem In-Reply-To: <0979185C00FAB1478174642F516824F10EA697@unity.just-intern.de>; from volzh@junese.de on Tue, Mar 11, 2003 at 07:23:16PM +0100 References: <0979185C00FAB1478174642F516824F10EA697@unity.just-intern.de> Message-ID: <20030311103809.A93083@greg.cex.ca> On Tue Mar 03/11/03, 2003 at 07:23:16PM +0100, Harald Volz wrote: > Can't do setuid > 554 5.3.0 unknown mailer error 255 > > 12 -rwxr-sr-x 1 rt_user rt 9145 Mar 11 18:58 rt-mailgate > "Can't do setuid" likely means you don't have suidperl installed, or it is misconfigured. Try: locate suidperl ls -l `suidperl` HTH, -- Greg White From gregw-rt-users at greg.cex.ca Tue Mar 11 13:43:16 2003 From: gregw-rt-users at greg.cex.ca (Greg White) Date: Tue, 11 Mar 2003 10:43:16 -0800 Subject: [rt-users] sendmail problem In-Reply-To: <20030311103809.A93083@greg.cex.ca>; from gregw-rt-users@greg.cex.ca on Tue, Mar 11, 2003 at 10:38:09AM -0800 References: <0979185C00FAB1478174642F516824F10EA697@unity.just-intern.de> <20030311103809.A93083@greg.cex.ca> Message-ID: <20030311104316.A93251@greg.cex.ca> On Tue Mar 03/11/03, 2003 at 10:38:09AM -0800, Greg White wrote: > ls -l `suidperl` s/suidperl/locate\ suidperl/ Oops. :) GW From ajharrison at gwi.net Tue Mar 11 14:00:55 2003 From: ajharrison at gwi.net (Andy Harrison) Date: Tue, 11 Mar 2003 14:00:55 -0500 (EST) Subject: [rt-users] 2.x > 3.x In-Reply-To: Message-ID: -----BEGIN PGP SIGNED MESSAGE----- > # ./dumpfile-to-rt-3.0 rt2dump > [Tue Mar 11 15:16:37 2003] [err]: Couldn't load from the users database. > (/opt/rt3/lib/RT/CurrentUser.pm:112) > WARNING: pg_atoi: zero-length string > WARNING: pg_atoi: zero-length string > Creating 27 - GWI-CSS > WARNING: pg_atoi: zero-length string > WARNING: pg_atoi: zero-length string > [Tue Mar 11 15:16:37 2003] [crit]: Failed to create user for$VAR1 = > 'HASH(0x8cc7a04) > No permission to create users > '; > (/opt/rt3/lib/RT.pm:230) > I managed to isolate the problem to some specific lines in the dumpfile-to-rt-3.0 script. these lines: print "--step 10--params " . %{params} . "--\n"; $so->Create(%params); print "--step 11\n"; generate this output: - --step 10--params 3/8-- [Tue Mar 11 18:53:30 2003] [err]: Couldn't load from the users database. (/opt/rt3/lib/RT/CurrentUser.pm:112) WARNING: pg_atoi: zero-length string - --step 11 and these lines: print "\nstep 16\n"; print "Creating $old_id - " . $user->{'Name'} . "\n"; print "\nstep 17"; generate this output: step 16 Creating 27 - GWI-CSS WARNING: pg_atoi: zero-length string [Tue Mar 11 18:58:56 2003] [crit]: Failed to create user for$VAR1 = 'HASH(0x8ce6e4c) No permission to create users '; (/opt/rt3/lib/RT.pm:231) step 17 - -- Andy Harrison Great Works Internet System Operations ajharrison at gwi.net RSA 1024 pgp key: http://www.nachoz.com/andy.pub -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQCVAwUBPm4yZlPEkLgodAWVAQG/HAQAo9gfRsS/9nqAiUvkDlBfXLyH4JoCUUWr proA4m+m8vAbOeCXowBRa4Q4oer6ZbwRlLBEiw4o0xUzpcsoZxqAQlQAZGndKbm5 gCyZ0JQzp69v3PzwundlKiI11wJqLXdK+LAWQyB3BXW5Xl0wOZtHtqWCyA8B1UTH hbhAG0ruUhk= =CTqR -----END PGP SIGNATURE----- From jesse at bestpractical.com Tue Mar 11 14:08:41 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 11 Mar 2003 14:08:41 -0500 Subject: [rt-users] 2.x > 3.x In-Reply-To: References: Message-ID: <20030311190841.GY12599@pallas.fsck.com> you're trying to use RT 2.0 on Postgres 7.3. That's not going to work. On Tue, Mar 11, 2003 at 02:00:55PM -0500, Andy Harrison wrote: > -----BEGIN PGP SIGNED MESSAGE----- > > > # ./dumpfile-to-rt-3.0 rt2dump > > [Tue Mar 11 15:16:37 2003] [err]: Couldn't load from the users database. > > (/opt/rt3/lib/RT/CurrentUser.pm:112) > > WARNING: pg_atoi: zero-length string > > WARNING: pg_atoi: zero-length string > > Creating 27 - GWI-CSS > > WARNING: pg_atoi: zero-length string > > WARNING: pg_atoi: zero-length string > > [Tue Mar 11 15:16:37 2003] [crit]: Failed to create user for$VAR1 = > > 'HASH(0x8cc7a04) > > No permission to create users > > '; > > (/opt/rt3/lib/RT.pm:230) > > > > I managed to isolate the problem to some specific lines in the > dumpfile-to-rt-3.0 script. > > > these lines: > > print "--step 10--params " . %{params} . "--\n"; > $so->Create(%params); > print "--step 11\n"; > > generate this output: > > > - --step 10--params 3/8-- > [Tue Mar 11 18:53:30 2003] [err]: Couldn't load from the users database. > (/opt/rt3/lib/RT/CurrentUser.pm:112) > WARNING: pg_atoi: zero-length string > - --step 11 > > > and these lines: > > print "\nstep 16\n"; > print "Creating $old_id - " . $user->{'Name'} . "\n"; > print "\nstep 17"; > > generate this output: > > step 16 > Creating 27 - GWI-CSS > > WARNING: pg_atoi: zero-length string > [Tue Mar 11 18:58:56 2003] [crit]: Failed to create user for$VAR1 = > 'HASH(0x8ce6e4c) > No permission to create users > '; > (/opt/rt3/lib/RT.pm:231) > step 17 > > > > > - -- > Andy Harrison > Great Works Internet > System Operations > ajharrison at gwi.net > RSA 1024 pgp key: http://www.nachoz.com/andy.pub > > -----BEGIN PGP SIGNATURE----- > Version: PGP 6.5.8 > > iQCVAwUBPm4yZlPEkLgodAWVAQG/HAQAo9gfRsS/9nqAiUvkDlBfXLyH4JoCUUWr > proA4m+m8vAbOeCXowBRa4Q4oer6ZbwRlLBEiw4o0xUzpcsoZxqAQlQAZGndKbm5 > gCyZ0JQzp69v3PzwundlKiI11wJqLXdK+LAWQyB3BXW5Xl0wOZtHtqWCyA8B1UTH > hbhAG0ruUhk= > =CTqR > -----END PGP SIGNATURE----- > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From rlpowell at digitalkingdom.org Tue Mar 11 14:12:52 2003 From: rlpowell at digitalkingdom.org (Robin Lee Powell) Date: Tue, 11 Mar 2003 11:12:52 -0800 Subject: [rt-users] 2.x > 3.x In-Reply-To: <20030311190841.GY12599@pallas.fsck.com> References: <20030311190841.GY12599@pallas.fsck.com> Message-ID: <20030311191252.GO5580@digitalkingdom.org> On Tue, Mar 11, 2003 at 02:08:41PM -0500, Jesse Vincent wrote: > you're trying to use RT 2.0 on Postgres 7.3. That's not going to work. Hmmm. That's an aspect I hadn't thought of: how much trouble am I in when I try to upgrade to RT 3, since I'm runing 2.0 on PG 7.3? -Robin -- http://www.digitalkingdom.org/~rlpowell/ *** I'm a *male* Robin. .i le pamoi velru'e zo'u crepu le plibu taxfu .i le remoi velru'e zo'u mo .i le cimoi velru'e zo'u ba'e prali .uisai http://www.lojban.org/ *** to sa'a cu'u lei pibyta'u cridrnoma toi From jesse at bestpractical.com Tue Mar 11 14:16:54 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 11 Mar 2003 14:16:54 -0500 Subject: [rt-users] 2.x > 3.x In-Reply-To: <20030311191252.GO5580@digitalkingdom.org> References: <20030311190841.GY12599@pallas.fsck.com> <20030311191252.GO5580@digitalkingdom.org> Message-ID: <20030311191654.GZ12599@pallas.fsck.com> On Tue, Mar 11, 2003 at 11:12:52AM -0800, Robin Lee Powell wrote: > On Tue, Mar 11, 2003 at 02:08:41PM -0500, Jesse Vincent wrote: > > you're trying to use RT 2.0 on Postgres 7.3. That's not going to work. > > Hmmm. That's an aspect I hadn't thought of: how much trouble am I in > when I try to upgrade to RT 3, since I'm runing 2.0 on PG 7.3? If you've beaten 2.0 into submission, you should be ok, though there may be more lurking atoi issues you haven't found that the exporter exercises. -j > > -Robin > > -- > http://www.digitalkingdom.org/~rlpowell/ *** I'm a *male* Robin. > .i le pamoi velru'e zo'u crepu le plibu taxfu > .i le remoi velru'e zo'u mo .i le cimoi velru'e zo'u ba'e prali .uisai > http://www.lojban.org/ *** to sa'a cu'u lei pibyta'u cridrnoma toi > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 rghf at fsck.me.uk Tue Mar 11 15:20:27 2003 From: rghf at fsck.me.uk (Rus Foster) Date: Tue, 11 Mar 2003 20:20:27 +0000 (GMT) Subject: [rt-users] Closing tickets via email Message-ID: <20030311201946.N99879@thor.65535.net> Hi All, I've done some googling but can't seem to find an answer to the following. I'm running RT2 and I wondered is there a way I can resolve a ticket via email? i.e. not logging into the web interface? Rgds Rus -- http://www.65535.net | MSN: support at 65535.net | e: rghf at 65535.net "More bits for your bite" Lifetime FreeBSD + Linux Hosting and Shell Accounts Please respect RFC1855 and don't top post From michael.k.brown at alcatel.com Tue Mar 11 15:30:06 2003 From: michael.k.brown at alcatel.com (Michael K. Brown) Date: Tue, 11 Mar 2003 15:30:06 -0500 Subject: [rt-users] Mason Problems - rt2 & rt3 on same server.... Message-ID: <00b101c2e80d$01102790$d137788a@CAOTTW00390> Hi Folks! It's me again... not having a good day... ;-( Long post... Installing the dependencies for rt3 upgraded HTML::Mason, which I found out (after the fact) breaks rt2 (which we're currently running with). My rt2 is still running, but everytime I do an apachectl configtest, I get the dreaded $m problem. I could use some help getting rt2 and rt3 to co-exist properly. I need some help installing a lower version of Mason into the /usr/local/rt2/lib directory. I've included all relevant error messages and the rtfm docs on this subject... I just need some help with actually doing it. How do I install HTML::Mason 1.05 into the rt2 lib, without messing up the upgraded version I want to test with rt3? Do I use CPAN? TAR? Thanks for your time, and for all your help! /Mike ------------------------------------------------------------ # bin/apachectl configtest Variable "$m" is not imported at /usr/local/rt2/bin/webmux.pl line 94. [Tue Mar 11 15:19:24 2003] [error] Global symbol "$m" requires explicit package name at /usr/local/rt2/bin/webmux.pl line 94. Compilation failed in require at (eval 5) line 1. Syntax error on line 1015 of /usr/local/apache/conf/httpd.conf: Global symbol "$m" requires explicit package name at /usr/local/rt2/bin/webmux.pl line 94. Compilation failed in require at (eval 5) line 1. --------------------------------------------------------------- Now, I looked up at RTFM, and it said: If this is the case, you can install a lower version of HTML::Mason within RT's lib directory, eg '/home/rt2/lib/HTML/Mason', and change webmux.pl to refer directly to it: package RT::Mason; use lib "/home/rt2/etc/"; use lib "/home/rt2/lib/"; use CGI qw(-private_tempfiles); #bring this in before mason, to make sure we #set private_tempfiles use HTML::Mason::ApacheHandler (args_method => 'CGI'); use HTML::Mason; # brings in subpackages: Parser, Interp, etc. By default these 'use lib' lines are after the HTML::Mason references, which means to use the global installation of HTML::Mason. This, of course, assumes that you know how to do that. Being a non-sysadmin type, I'm not sure how to do that. /M From rlpowell at digitalkingdom.org Tue Mar 11 15:45:11 2003 From: rlpowell at digitalkingdom.org (Robin Lee Powell) Date: Tue, 11 Mar 2003 12:45:11 -0800 Subject: [rt-users] Mason Problems - rt2 & rt3 on same server.... In-Reply-To: <00b101c2e80d$01102790$d137788a@CAOTTW00390> References: <00b101c2e80d$01102790$d137788a@CAOTTW00390> Message-ID: <20030311204510.GC13903@digitalkingdom.org> On Tue, Mar 11, 2003 at 03:30:06PM -0500, Michael K. Brown wrote: > Now, I looked up at RTFM, and it said: If this is the case, you can > install a lower version of HTML::Mason within RT's lib directory, eg > '/home/rt2/lib/HTML/Mason', and change webmux.pl to refer directly to > it: > > package RT::Mason; > use lib "/home/rt2/etc/"; > use lib "/home/rt2/lib/"; > use CGI qw(-private_tempfiles); #bring this in before mason, to make > sure we > #set private_tempfiles > use HTML::Mason::ApacheHandler (args_method => 'CGI'); > use HTML::Mason; # brings in subpackages: Parser, Interp, etc. > By default these 'use lib' lines are after the HTML::Mason references, > which means to use the global installation of HTML::Mason. > > This, of course, assumes that you know how to do that. Being a > non-sysadmin type, I'm not sure how to do that. Find webmux.pl in your RT distribution. Make the section after package RT::Mason; look like the above. -Robin -- http://www.digitalkingdom.org/~rlpowell/ *** I'm a *male* Robin. .i le pamoi velru'e zo'u crepu le plibu taxfu .i le remoi velru'e zo'u mo .i le cimoi velru'e zo'u ba'e prali .uisai http://www.lojban.org/ *** to sa'a cu'u lei pibyta'u cridrnoma toi From jesse at bestpractical.com Tue Mar 11 17:30:21 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 11 Mar 2003 17:30:21 -0500 Subject: [rt-users] [rt-announce] RTFM 2.0 Beta 1 now available Message-ID: <20030311223021.GF25240@fsck.com> RTFM (The RT FAQ Manager) is a tool for maintaining an organizational knowledgebase. Out of the box, it integrates with RT3 (Also available from bestpractical.com). Installation instructions: 0) Download from http://bestpractical.com/pub/rt/devel/rtfm-2-0-beta-1.tar.gz 1) Install RT 3.0.x [or 2.1.8x for the moment ] 2) Once RT 3.0 appears to be happily installed, cd into the directory you unpacked RTFM into. 3) Edit RTFM's Makefile to point to your RT 3 instance 4) make sure that mysql or pgsql's commandline tool is in your path 5) Type "make install" 6) stop and start your web server Staff users should be now have a new "RTFM" menu item RT's top level menu. As an administrator, you should go create some "Classes" of articles in RTFM. Classes are equivalent to RT's queues. Unlike RTFM 1.0, RTFM 2.0 doesn't have a single "body" section for each article. Everything is a custom field (except for name, summary and some other basic metadata). So, you need to go create some custom fields. You've got five choices. "SelectSingle" and "SelectMultiple" let you pick one or many choices from a list respectively. "FreeformSingle" and "FreeformMultiple" let you hand-enter one or many lines of text. "TextSingle" is what you want for the "Body" of articles. Once you've created your custom fields, go into your classes and click on "Custom Fields" and add the Custom Fields you want to each class. Grant some ACLs to your users and start creating articles. Of course, RTFM integrates with RT. You can extract the body of a ticket into an article. Within RT, you should now see an "Extract to article" button in the upper right hand corner of RT's UI when working with tickets. When you click that button, RTFM will ask you which Class to create your new article in. Once you click on a class name, the Ticket's transactions will be displayed, along with a set of select boxes. For each transaction, you can pick which TextSingle that transaction should be extracted to. From there on in, it's just regular article creation. And the integration doesn't stop there! When replying to or commenting on tickets, there's a new UI widget that lets you search for and include RTFM articles in your reply. (They're editable, of course). Development of RTFM 2.0 has been sponsored by RIPE NCC and DynDNS.org You probably want to discuss rtfm on rt-devel at lists.fsck.com at this point. (Send mail to rt-devel-request at lists.fsck.com to subscribe) 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 jgedeon at qualcomm.com Tue Mar 11 18:06:16 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Tue, 11 Mar 2003 15:06:16 -0800 Subject: [rt-users] [rt-announce] RTFM 2.0 Beta 1 now available In-Reply-To: <20030311223021.GF25240@fsck.com> Message-ID: <5.1.0.14.2.20030311145734.037c5df8@mail1.qualcomm.com> Hello, Congrats on the release. I had a couple of questions. If I have customized rt 2.0.15 lots how easily will those integrate with RT 3.0, such as LDAP authentication and user creation, Specialized views of certain queues and custom fields, and a customized mailgate that handles commands and will soon be changed to guess at reply alls. I have used cvs to keep track of all my changes and wonder if I make the RT3 my new code base if all my changes would integrate well or have some been changed? is there a place for the differences between rt3 and rt2? Does rt 3 connect to the database using the same perl modules (since I have changed them locally so that the will work with our oracle 9i db. or will those change.) and when is RT3 and RTFM 2 release one expected, since they are beta now and I don't know if they are production worthy yet. Thanks for all the info John At 02:30 PM 3/11/2003, you wrote: >RTFM (The RT FAQ Manager) is a tool for maintaining an organizational >knowledgebase. Out of the box, it integrates with RT3 (Also available from >bestpractical.com). > >Installation instructions: > >0) Download from http://bestpractical.com/pub/rt/devel/rtfm-2-0-beta-1.tar.gz > >1) Install RT 3.0.x [or 2.1.8x for the moment ] > >2) Once RT 3.0 appears to be happily installed, cd into the directory you > unpacked RTFM into. > >3) Edit RTFM's Makefile to point to your RT 3 instance > >4) make sure that mysql or pgsql's commandline tool is in your path > >5) Type "make install" > >6) stop and start your web server > >Staff users should be now have a new "RTFM" menu item RT's top level menu. >As an administrator, you should go create some "Classes" of articles in RTFM. >Classes are equivalent to RT's queues. Unlike RTFM 1.0, RTFM 2.0 doesn't >have a >single "body" section for each article. Everything is a custom field (except >for name, summary and some other basic metadata). So, you need to go create >some custom fields. You've got five choices. "SelectSingle" and >"SelectMultiple" let you pick one or many choices from a list respectively. >"FreeformSingle" and "FreeformMultiple" let you hand-enter one or many >lines of >text. "TextSingle" is what you want for the "Body" of articles. Once you've >created your custom fields, go into your classes and click on "Custom Fields" >and add the Custom Fields you want to each class. > >Grant some ACLs to your users and start creating articles. > > >Of course, RTFM integrates with RT. You can extract the body of a ticket into >an article. Within RT, you should now see an "Extract to article" button in >the upper right hand corner of RT's UI when working with tickets. When you >click that button, RTFM will ask you which Class to create your new >article in. >Once you click on a class name, the Ticket's transactions will be displayed, >along with a set of select boxes. For each transaction, you can pick which >TextSingle that transaction should be extracted to. From there on in, it's >just >regular article creation. And the integration doesn't stop there! When >replying to or commenting on tickets, there's a new UI widget that lets you >search for and include RTFM articles in your reply. (They're editable, of >course). > >Development of RTFM 2.0 has been sponsored by RIPE NCC and DynDNS.org > >You probably want to discuss rtfm on rt-devel at lists.fsck.com at this point. >(Send mail to rt-devel-request at lists.fsck.com to subscribe) > > 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 >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.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 ben at atomicmatrix.net Tue Mar 11 18:35:16 2003 From: ben at atomicmatrix.net (Ben Goodwin) Date: Tue, 11 Mar 2003 18:35:16 -0500 Subject: [rt-users] Requestors not receiving attachments References: <25D1243E-539A-11D7-A6AD-003065DC18B8@hamburg.fcb.com> Message-ID: <001701c2e826$e386d1a0$6801a8c0@dsg.atomicmatrix.net> As a couple of people noted to me, the NotifyWithAttachment Action is required. I was unaware the default behavior was intended (I thought I had a misconfig/bug going on). Thanks to Nathan Evans and Harald Wagener for pointing this out to me. I've installed the new action and all's well. -=| Ben From grant at wolfram.com Tue Mar 11 20:39:38 2003 From: grant at wolfram.com (Grant DeGraw) Date: Tue, 11 Mar 2003 19:39:38 -0600 Subject: [rt-users] DBIx-SearchBuilder - sort order In-Reply-To: <20030304072844.GE31136@pallas.fsck.com> References: <200303031817.NAA18964@harmony.cc.purdue.edu> <23B4AF417194094BA23A306FE0D4211E52479F@zforum.bacint.ru> <20030304072844.GE31136@pallas.fsck.com> Message-ID: <3E6E8FDA.6090801@wolfram.com> Diff to SearchBuilder 0.8 attached. OrderBy behaves as in the standard release. MultiOrderBy behaves the same as OrderBy but on multiple fields, e.g.: MultiOrderBy( { FIELD => 'Subject' }, { FIELD => 'Owner', ORDER => 'DESC'} ); -Grant Jesse Vincent wrote: > > > > On Tue, Mar 04, 2003 at 10:21:27AM +0300, Sergey Gurov wrote: > >>Just to clarify. I wonder is there any way in DBIx-SearchBuilder to >>order query results by more than one field? >>As I understand it is Jessy's creature so may be it makes sense to add >>this feature if it is missed? > > > I wouldn't object to a patch to DBIx::SearchBuilder to do just that. > > >>Thanks, >>Sergey. -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: SearchBuilder.diff URL: From gboug at unico.com.au Tue Mar 11 21:57:25 2003 From: gboug at unico.com.au (Greg Boug) Date: Wed, 12 Mar 2003 13:57:25 +1100 Subject: [rt-users] Mason Problems - rt2 & rt3 on same server.... In-Reply-To: <20030311204510.GC13903@digitalkingdom.org> Message-ID: <003c01c2e843$1c9c3f90$9164a8c0@pcgboug> I didn't have that problem, but I did come across another issue with webmux.pl: Subroutine handler redefined at /httpd/rt3/bin/webmux.pl line 114. [Wed Mar 12 13:47:31 2003] [error] Undefined subroutine &RT::LoadConfig called at /httpd/rt3/bin/webmux.pl line 63. Compilation failed in require at (eval 77) line 1. The first error is interesting, as I only found a single reference to sub handler in webmux.pl... Second one is the killer, though, as it uses RT::LoadConfig (which does of course exist in RT.pm, but it is not found by webmux.pl. Have attempted to put in a 'use RT;' call in the RT::Mason package which causes the error, but it still won't find it (its in the @INC path, though, so it _should_ be found...) This is using 2.1.75. I will try with a newer release, but since I haven't seen anyone else mention this, I'm assuming its PEBKAC... ;-) Greg > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Robin Lee Powell > Sent: Wednesday, 12 March 2003 7:45 AM > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] Mason Problems - rt2 & rt3 on same server.... > > > On Tue, Mar 11, 2003 at 03:30:06PM -0500, Michael K. Brown wrote: > > Now, I looked up at RTFM, and it said: If this is the case, you can > > install a lower version of HTML::Mason within RT's lib directory, eg > > '/home/rt2/lib/HTML/Mason', and change webmux.pl to refer directly to > > it: > > > > package RT::Mason; > > use lib "/home/rt2/etc/"; > > use lib "/home/rt2/lib/"; > > use CGI qw(-private_tempfiles); #bring this in before mason, to make > > sure we > > #set private_tempfiles > > use HTML::Mason::ApacheHandler (args_method => 'CGI'); > > use HTML::Mason; # brings in subpackages: Parser, Interp, etc. > > By default these 'use lib' lines are after the HTML::Mason references, > > which means to use the global installation of HTML::Mason. > > > > This, of course, assumes that you know how to do that. Being a > > non-sysadmin type, I'm not sure how to do that. > > Find webmux.pl in your RT distribution. Make the section after > package RT::Mason; look like the above. > > -Robin > > -- > http://www.digitalkingdom.org/~rlpowell/ *** I'm a *male* Robin. > .i le pamoi velru'e zo'u crepu le plibu taxfu > .i le remoi velru'e zo'u mo .i le cimoi velru'e zo'u ba'e prali .uisai > http://www.lojban.org/ *** to sa'a cu'u lei pibyta'u cridrnoma toi > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From jesse at bestpractical.com Tue Mar 11 22:05:03 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 11 Mar 2003 22:05:03 -0500 Subject: [rt-users] Re: [rt-announce] RTFM 2.0 Beta 1 now available In-Reply-To: References: Message-ID: <20030312030503.GF7113@fsck.com> On Tue, Mar 11, 2003 at 08:43:35PM -0600, Kelly F. Hickel wrote: > OK, I set this up in my now working RT setup (Thanks Harald!), I defined > classes, and custom fields, and assigned custom fields into each class. > I then went to extract an article from a ticket, and picked the class. > When I got to the screen where I'm supposed to be able to assign a > custom field to each comment in the ticket, the dropdown box only has a > single entry ('-') in it. If I go to RTFM configuration and look at the > class, it has 4 different custom fields (2 freeform single, 2 freeform > multiple), so it seems to be defined correctly. > > What should I look for? > > -Kelly From the README you replied to: > > For each transaction, you can pick > which > TextSingle that transaction should be extracted to. From there on in, > it's just > regular article creation. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From seph at directionless.org Wed Mar 12 03:38:18 2003 From: seph at directionless.org (seph) Date: Wed, 12 Mar 2003 00:38:18 -0800 Subject: [rt-users] Closing tickets via email In-Reply-To: <20030311201946.N99879@thor.65535.net> (Rus Foster's message of "Tue, 11 Mar 2003 20:20:27 +0000 (GMT)") References: <20030311201946.N99879@thor.65535.net> Message-ID: Rus Foster writes: cute domain. > I've done some googling but can't seem to find an answer to the following. > I'm running RT2 and I wondered is there a way I can resolve a ticket via > email? i.e. not logging into the web interface? I don't think you looked hard enough. it's in rt/fm, and get's covered on this mailing list about once a month. http://www.fsck.com/rtfm/factoid.html?id=76 seph From volzh at junese.de Wed Mar 12 03:48:32 2003 From: volzh at junese.de (Harald Volz) Date: Wed, 12 Mar 2003 09:48:32 +0100 Subject: [rt-users] sendmail problem Message-ID: <0979185C00FAB1478174642F516824F10EA698@unity.just-intern.de> Hi Greg, suidperl is installed and in the path: whereis suidperl suidperl: /usr/bin/suidperl ls -lsa /usr/bin/suidperl 1108 -rwxr-xr-x 2 root root 1126686 Sep 9 2002 /usr/bin/suidperl I am Using Suse Linux 8.1 with perl 5.8.0 any other hints? regards, harald BTW: I have read that Suidperl is being deprecated in 5.8 and may be totally removed in 5.10. From nils.ketelsen at kuehne-nagel.com Wed Mar 12 03:53:50 2003 From: nils.ketelsen at kuehne-nagel.com (Nils Ketelsen) Date: Wed, 12 Mar 2003 09:53:50 +0100 Subject: [rt-users] sendmail problem In-Reply-To: <0979185C00FAB1478174642F516824F10EA698@unity.just-intern.d e> Message-ID: <5.1.0.14.0.20030312095301.00ab0b80@194.151.203.161> At 09:48 12.03.2003 +0100, Harald Volz wrote: >Hi Greg, > >suidperl is installed and in the path: >whereis suidperl >suidperl: /usr/bin/suidperl >ls -lsa /usr/bin/suidperl >1108 -rwxr-xr-x 2 root root 1126686 Sep 9 2002 /usr/bin/suidperl >I am Using Suse Linux 8.1 with perl 5.8.0 > >any other hints? No, this is the hint. suidperl should be suid. chmod +s /usr/bin/suidperl Nils From ajharrison at gwi.net Wed Mar 12 09:26:08 2003 From: ajharrison at gwi.net (Andy Harrison) Date: Wed, 12 Mar 2003 09:26:08 -0500 (EST) Subject: [rt-users] 2.x > 3.x In-Reply-To: <20030311190841.GY12599@pallas.fsck.com> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- On 11-Mar-2003 Jesse Vincent wrote: > you're trying to use RT 2.0 on Postgres 7.3. That's not going to work. > > Ok, installed pg7.2x, sucked in the sql dump from the other server's rt2 db. Used rt-2.0-to-dumpfile to create the rt dump. Started running the dumpfile-to-rt-3.0 and it looked like it was going to work, but hit a snag. Any clues on this one? (my theory is that it's just refusing to import an attachment with the word 'obtundent' in it... ;) Importing ticket 102 transaction 571 attachment 401 transaction 572 attachment [Wed Mar 12 14:17:41 2003] [crit]: Couldn't create attachment HASH(0x8de0f0c) $VAR1 = { 'ContentType' => 'text/plain', 'Created' => '2002-05-14 19:20:48+00', 'Content' => ' Reported by : jds Start time : 01/09/2002; 22:15:00 Duration : 01:15:00 Customers affected : all dialup Service affected : "Network Connectivity" Impact on service : Service unavailable Trouble Contact : solunet? Symptoms noticed/reported: tc2 became obtundent. Could not reach over the network. After a manual powercyc\\ le, the tech attached to the console reported the tc repeatedly booting, crashi\\ ng, booting, etc. jcoombs can provide more detail into the diagnosing of the device, as he was th\\ e one to work on it from the console server. Problem resolved as follows: It was determined that the CF on the ARC module was bad. I removed the ARC mod.\\ from tc5 and replaced the bad ARC with it. The bad ARC was then put into tc5. This could be prevented as follows: Have spares on site! That would have at least reduced the length and severity o\\ f the outage. I imagine that others in network can provide better analysis on t\\ his issue than I can. :) ', 'ContentEncoding' => 'none', 'Creator' => '4', 'TransactionId' => '572' }; (/opt/rt3/lib/RT.pm:228) - -- Andy Harrison Great Works Internet System Operations ajharrison at gwi.net RSA 1024 pgp key: http://www.nachoz.com/andy.pub -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQCVAwUBPm9DflPEkLgodAWVAQFLJAP/QbJ/Kxr+QEaswjgIF6pqfY1yJQ7qtBdE RVC2IJIJ+0Qhd1dKBtF6GnjkHAV85o+AS8p/1mHFuEWXK38LPFw3bmkmFwGl49fE 1uSJXXQs5bqKofGl7VRgtMID8sJacFaQKZxNVoSuQXXuRMueaOosa4UdJeXz1gjw uie3du6UGAg= =njOc -----END PGP SIGNATURE----- From brent at telecom1.com Wed Mar 12 09:27:07 2003 From: brent at telecom1.com (Brent Geach) Date: Wed, 12 Mar 2003 14:27:07 +0000 Subject: [rt-users] Mason Problems - rt2 & rt3 on same server.... In-Reply-To: <003c01c2e843$1c9c3f90$9164a8c0@pcgboug> References: <20030311204510.GC13903@digitalkingdom.org> <003c01c2e843$1c9c3f90$9164a8c0@pcgboug> Message-ID: <20030312142707.GK2221@telecom1.com> I get the same Been toying with it as well, but couldnt get it right Subroutine handler redefined at /export/www/rt3/bin/webmux.pl line 111. [Wed Mar 12 14:16:33 2003] [error] Undefined subroutine &RT::LoadConfig called at /export/www/rt3/bin/webmux.pl line 60. Compilation failed in require at (eval 77) line 1. On Wed, 12 Mar 2003, Greg Boug wrote: > I didn't have that problem, but I did come across another issue > with webmux.pl: > > Subroutine handler redefined at /httpd/rt3/bin/webmux.pl line 114. > [Wed Mar 12 13:47:31 2003] [error] Undefined subroutine &RT::LoadConfig > called at /httpd/rt3/bin/webmux.pl line 63. > Compilation failed in require at (eval 77) line 1. > > The first error is interesting, as I only found a single reference to > sub handler in webmux.pl... Second one is the killer, though, as it > uses RT::LoadConfig (which does of course exist in RT.pm, but it is > not found by webmux.pl. Have attempted to put in a 'use RT;' call > in the RT::Mason package which causes the error, but it still won't > find it (its in the @INC path, though, so it _should_ be found...) > This is using 2.1.75. I will try with a newer release, but since > I haven't seen anyone else mention this, I'm assuming its PEBKAC... ;-) > > Greg > > > -----Original Message----- > > From: rt-users-admin at lists.fsck.com > > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Robin Lee Powell > > Sent: Wednesday, 12 March 2003 7:45 AM > > To: rt-users at lists.fsck.com > > Subject: Re: [rt-users] Mason Problems - rt2 & rt3 on same server.... > > > > > > On Tue, Mar 11, 2003 at 03:30:06PM -0500, Michael K. Brown wrote: > > > Now, I looked up at RTFM, and it said: If this is the case, you can > > > install a lower version of HTML::Mason within RT's lib directory, eg > > > '/home/rt2/lib/HTML/Mason', and change webmux.pl to refer directly to > > > it: > > > > > > package RT::Mason; > > > use lib "/home/rt2/etc/"; > > > use lib "/home/rt2/lib/"; > > > use CGI qw(-private_tempfiles); #bring this in before mason, to make > > > sure we > > > #set private_tempfiles > > > use HTML::Mason::ApacheHandler (args_method => 'CGI'); > > > use HTML::Mason; # brings in subpackages: Parser, Interp, etc. > > > By default these 'use lib' lines are after the HTML::Mason references, > > > which means to use the global installation of HTML::Mason. > > > > > > This, of course, assumes that you know how to do that. Being a > > > non-sysadmin type, I'm not sure how to do that. > > > > Find webmux.pl in your RT distribution. Make the section after > > package RT::Mason; look like the above. > > > > -Robin > > > > -- > > http://www.digitalkingdom.org/~rlpowell/ *** I'm a *male* Robin. > > .i le pamoi velru'e zo'u crepu le plibu taxfu > > .i le remoi velru'e zo'u mo .i le cimoi velru'e zo'u ba'e prali .uisai > > http://www.lojban.org/ *** to sa'a cu'u lei pibyta'u cridrnoma toi > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.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 -- ( ( _______ )) )) .-"There's always time for a good cup of coffee."-. >====<--. C|~~|C|~~| (>-----Brent Geach - brent.geach at telecom1.com------<) | = |-' `--' `--' `--------------- ---------------' `------' From aaron.wilson at computing-services.oxford.ac.uk Wed Mar 12 10:00:03 2003 From: aaron.wilson at computing-services.oxford.ac.uk (Aaron Wilson) Date: Wed, 12 Mar 2003 15:00:03 +0000 Subject: [rt-users] 2.x > 3.x In-Reply-To: Your message of "Wed, 12 Mar 2003 09:26:08 EST." Message-ID: >>>>> On Wed, 12 Mar 2003, "Andy" == Andy Harrison wrote: Andy> rt2 db. Used rt-2.0-to-dumpfile to create the rt dump. Started Andy> running the dumpfile-to-rt-3.0 and it looked like it was going to Andy> work, but hit a snag. Any clues on this one? Andy> (my theory is that it's just refusing to import an attachment with Andy> the word 'obtundent' in it... ;) The upgrade script doesn't correctly quote the Content part for the postgresql type bytea (I think \ needs to be \\\\ amoung other things). One (evil) fix is to change the schema to use text instead of bytea A related question: why is the new postgresql schema using bytea instead of text (as it used to in 2.0.x) ? Aaron From volzh at junese.de Wed Mar 12 10:07:37 2003 From: volzh at junese.de (Harald Volz) Date: Wed, 12 Mar 2003 16:07:37 +0100 Subject: [rt-users] Re: sendmail problem Message-ID: <0979185C00FAB1478174642F516824F10EA6A7@unity.just-intern.de> Thanks for this help! getting emails to my queues now. kind regards harald >No, this is the hint. suidperl should be suid. >chmod +s /usr/bin/suidperl >Nils From ajharrison at gwi.net Wed Mar 12 11:25:12 2003 From: ajharrison at gwi.net (Andy Harrison) Date: Wed, 12 Mar 2003 11:25:12 -0500 (EST) Subject: [rt-users] 2.x > 3.x In-Reply-To: Message-ID: -----BEGIN PGP SIGNED MESSAGE----- On 12-Mar-2003 Aaron Wilson wrote: > > The upgrade script doesn't correctly quote the Content part for the > postgresql type bytea (I think \ needs to be \\\\ amoung other things). > > One (evil) fix is to change the schema to use text instead of bytea > > A related question: why is the new postgresql schema using bytea instead of > text (as it used to in 2.0.x) ? > > Aaron > I went into the attachments table, dropped content and headers which showed bytea, and recreated them as text. Now it fails right at the first ticket instead of doing a bunch: Importing ticket 1 transaction 1 attachment [Wed Mar 12 16:21:39 2003] [crit]: Couldn't create attachment HASH(0x8e7f30c) $VAR1 = { 'ContentType' => 'text/plain', 'Created' => '2002-05-14 19:20:22+00', 'Content' => ' Time of incident: IPs: Usernames: Traceroute: ', 'ContentEncoding' => 'none', 'Creator' => '4', 'TransactionId' => '1' }; (/opt/rt3/lib/RT.pm:228) - -- Andy Harrison Great Works Internet System Operations ajharrison at gwi.net RSA 1024 pgp key: http://www.nachoz.com/andy.pub -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQCVAwUBPm9fZlPEkLgodAWVAQHQtgQAhjIXEgx4pw3tXwpAdoew8Z12gafFCFOI Mp2e8Xun9bjGqtc35nFBfiUhYFJs3HfOB8G7FEbQ/zea6wrz8/+9SsDvPAYcfNmI DYUdidnpArcNg10fR0EiwB7hEE/9ZiTMkFebyF9O0O0+XZU2IL1GVzs6AHvIHFn+ ypb1lQ+uM+k= =ZxjV -----END PGP SIGNATURE----- From jesse at bestpractical.com Wed Mar 12 12:40:17 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 12 Mar 2003 12:40:17 -0500 Subject: [rt-users] 2.x > 3.x In-Reply-To: References: Message-ID: <20030312174017.GA15028@fsck.com> On Wed, Mar 12, 2003 at 03:00:03PM +0000, Aaron Wilson wrote: > > >>>>> On Wed, 12 Mar 2003, "Andy" == Andy Harrison wrote: > > Andy> rt2 db. Used rt-2.0-to-dumpfile to create the rt dump. Started > Andy> running the dumpfile-to-rt-3.0 and it looked like it was going to > Andy> work, but hit a snag. Any clues on this one? > > Andy> (my theory is that it's just refusing to import an attachment with > Andy> the word 'obtundent' in it... ;) > > The upgrade script doesn't correctly quote the Content part for the > postgresql type bytea (I think \ needs to be \\\\ amoung other things). Interesting. That sort of sounds like a bug in DBD::pgsql's quoting mechanism. > > One (evil) fix is to change the schema to use text instead of bytea > > A related question: why is the new postgresql schema using bytea instead of > text (as it used to in 2.0.x) ? So that we can evenutally stop base-64 encoding all attachments. > Aaron > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 ron.gidron at shunra.com Wed Mar 12 12:45:59 2003 From: ron.gidron at shunra.com (Ron Gidron) Date: Wed, 12 Mar 2003 19:45:59 +0200 Subject: [rt-users] Can I see which tickets have been replied to? In-Reply-To: Message-ID: Hi Bruce, With rt3 I have used $Ticket->LastUpdatedByObj->Name and $Ticket->OwnerObj->Name, simply to mark if the ticket was acted upon by anyone but the owner, obviously one could do a bit more and color tickets differently if one was replied to by the requestor vs. commented on by someone etc.. etc.. In any case, Thanks for your help. Cheers Ron > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Bruce Campbell > Sent: Tuesday, March 11, 2003 4:20 PM > To: RT Users > Subject: Re: [rt-users] Can I see which tickets have been replied to? > > > On Mon, 10 Mar 2003, Ron Gidron wrote: > > > When I log into RT I can see all of the tickets I am assigned to, the > > problem is that I cannot distinguish between those tickets that have > > been updated by the requestor (or anyone else but me for that matter)? > > is there a way to see this? > > Apart from 'wait 6 hours, then try again' ? ;) > > I presume that you are referring to the main home page of an RT > installation, where the summary of tickets is given. The obvious solution > is to check the last item of each ticket in the summary, and see whether > it was the requestor or an AdminCc who updated it. > > This sounds easy; just a trifle in fact. Right? Actually, its not as > easy as that. Firstly, remember that RT is a database-driven application. > Secondly, the summary page of 'top 25' stuff is already doing a lot of > database queries to generate that information, and its doing this each > time. Adding extra queries might well make your wait intolerable. > > Having said that, heres a little snippet that might do what you want, for > RT2 (as I don't believe you specified which RT version you are using). > > -- > Bruce Campbell > RIPE > Systems/Network Engineer > NCC > www.ripe.net - PGP562C8B1B > Operations/Security > > -- WebRT/Elements/MyTickets > <& /Elements/TitleBoxStart, title => "25 highest priority tickets > I own..." &> > > > > > > > > > % while (my $Ticket = $MyTickets->Next) { > % # Fill in the cache of QueueAdminCcs (remember that someone might be in > % # multiple queues, and thus AdminCc in one might be Joe > Average in another ) > % if( ! defined( $MyAdminCache{$Ticket->QueueObj->id} ) ){ > % my $taccs = $Ticket->QueueObj->AdminCc; > % while( my $tmpacc = $taccs->Next() ){ > % $MyAdminCache{$Ticket->QueueObj->id}{$tmpacc->OwnerObj->id}++; > % } > % } > > > > > % # We'll use red if the requestor last did something, green if an AdminCc > % # did something. > % my $transactions = $Ticket->Transactions; > % # go backwards in transactions. > % $transactions->OrderBy( FIELD => 'id', VALUE => 'DESC' ); > % my $havelast = 0; > % # 'yellow' for unknown status. > % my $colour = "yellow"; > % while( ($havelast == 0 ) && ( my $trans = $transactions->Next() ) ){ > % next unless( $trans->Type() eq 'Correspond' || > $thistrans->Type() eq 'Create' ); > % $havelast++; > % if( defined( > $MyAdminCache{$Ticket->QueueObj->id}{$trans->CreatorObj->id} ) ){ > % $colour="green"; > % }else{ > % $colour="red"; > % } > % } > > > > % } >
#SubjectQueueStatus 
> <%$Ticket->Id%> > > > <%$Ticket->Subject || '[no subject]'%> > > > <%$Ticket->QueueObj->Name%> > > <%$Ticket->Status%> > > [Update] >
> <& /Elements/TitleBoxEnd &> > > > <%INIT> > my $MyTickets; > $MyTickets = new RT::Tickets ($session{'CurrentUser'}); > $MyTickets->LimitOwner(VALUE => $session{'CurrentUser'}->Id); > $MyTickets->LimitStatus(VALUE => "open"); > $MyTickets->LimitStatus(VALUE => "new"); > $MyTickets->OrderBy(FIELD => 'Priority', ORDER => 'DESC'); > $MyTickets->RowsPerPage(25); > > my %MyAdminCache = (); > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From jesse at bestpractical.com Wed Mar 12 13:39:44 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 12 Mar 2003 13:39:44 -0500 Subject: [rt-users] Mason Problems - rt2 & rt3 on same server.... In-Reply-To: <20030312142707.GK2221@telecom1.com> References: <20030311204510.GC13903@digitalkingdom.org> <003c01c2e843$1c9c3f90$9164a8c0@pcgboug> <20030312142707.GK2221@telecom1.com> Message-ID: <20030312183944.GF15028@fsck.com> mod_perl REALLY doesn't like multiple applications in the same interpreter. You need to either set up multiple backend apache servers to run mod_perl OR switch to fastcgi. On Wed, Mar 12, 2003 at 02:27:07PM +0000, Brent Geach wrote: > I get the same > Been toying with it as well, but couldnt get it right > > Subroutine handler redefined at /export/www/rt3/bin/webmux.pl line 111. > [Wed Mar 12 14:16:33 2003] [error] Undefined subroutine &RT::LoadConfig called > at /export/www/rt3/bin/webmux.pl line 60. > Compilation failed in require at (eval 77) line 1. > > > On Wed, 12 Mar 2003, Greg Boug wrote: > > > I didn't have that problem, but I did come across another issue > > with webmux.pl: > > > > Subroutine handler redefined at /httpd/rt3/bin/webmux.pl line 114. > > [Wed Mar 12 13:47:31 2003] [error] Undefined subroutine &RT::LoadConfig > > called at /httpd/rt3/bin/webmux.pl line 63. > > Compilation failed in require at (eval 77) line 1. > > > > The first error is interesting, as I only found a single reference to > > sub handler in webmux.pl... Second one is the killer, though, as it > > uses RT::LoadConfig (which does of course exist in RT.pm, but it is > > not found by webmux.pl. Have attempted to put in a 'use RT;' call > > in the RT::Mason package which causes the error, but it still won't > > find it (its in the @INC path, though, so it _should_ be found...) > > This is using 2.1.75. I will try with a newer release, but since > > I haven't seen anyone else mention this, I'm assuming its PEBKAC... ;-) > > > > Greg > > > > > -----Original Message----- > > > From: rt-users-admin at lists.fsck.com > > > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Robin Lee Powell > > > Sent: Wednesday, 12 March 2003 7:45 AM > > > To: rt-users at lists.fsck.com > > > Subject: Re: [rt-users] Mason Problems - rt2 & rt3 on same server.... > > > > > > > > > On Tue, Mar 11, 2003 at 03:30:06PM -0500, Michael K. Brown wrote: > > > > Now, I looked up at RTFM, and it said: If this is the case, you can > > > > install a lower version of HTML::Mason within RT's lib directory, eg > > > > '/home/rt2/lib/HTML/Mason', and change webmux.pl to refer directly to > > > > it: > > > > > > > > package RT::Mason; > > > > use lib "/home/rt2/etc/"; > > > > use lib "/home/rt2/lib/"; > > > > use CGI qw(-private_tempfiles); #bring this in before mason, to make > > > > sure we > > > > #set private_tempfiles > > > > use HTML::Mason::ApacheHandler (args_method => 'CGI'); > > > > use HTML::Mason; # brings in subpackages: Parser, Interp, etc. > > > > By default these 'use lib' lines are after the HTML::Mason references, > > > > which means to use the global installation of HTML::Mason. > > > > > > > > This, of course, assumes that you know how to do that. Being a > > > > non-sysadmin type, I'm not sure how to do that. > > > > > > Find webmux.pl in your RT distribution. Make the section after > > > package RT::Mason; look like the above. > > > > > > -Robin > > > > > > -- > > > http://www.digitalkingdom.org/~rlpowell/ *** I'm a *male* Robin. > > > .i le pamoi velru'e zo'u crepu le plibu taxfu > > > .i le remoi velru'e zo'u mo .i le cimoi velru'e zo'u ba'e prali .uisai > > > http://www.lojban.org/ *** to sa'a cu'u lei pibyta'u cridrnoma toi > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.fsck.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 > > -- > ( ( _______ > )) )) .-"There's always time for a good cup of coffee."-. >====<--. > C|~~|C|~~| (>-----Brent Geach - brent.geach at telecom1.com------<) | = |-' > `--' `--' `--------------- ---------------' `------' > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From les at futuresource.com Wed Mar 12 13:54:43 2003 From: les at futuresource.com (Les Mikesell) Date: Wed, 12 Mar 2003 12:54:43 -0600 Subject: [rt-users] Mason Problems - rt2 & rt3 on same server.... In-Reply-To: <20030312183944.GF15028@fsck.com> Message-ID: > From: Jesse Vincent > mod_perl REALLY doesn't like multiple applications in the same > interpreter. You need to either set up multiple backend apache servers > to run mod_perl OR switch to fastcgi. The easy approach is to run separate instances of httpd with different config files on different ports. Sometimes this is worthwhile just for memory management even if you could cram everything into one instance. If you want to hide the fact that you've done this or put the real servers on a different machine you can run a non-mod_perl apache as a reverse proxy at the normal address and port, using ProxyPass or RewriteRule to internally go to the right place. --- Les Mikesell les at futuresource.com From rlpowell at digitalkingdom.org Wed Mar 12 14:27:37 2003 From: rlpowell at digitalkingdom.org (Robin Lee Powell) Date: Wed, 12 Mar 2003 11:27:37 -0800 Subject: [rt-users] Test. Message-ID: <20030312192737.GG3482@digitalkingdom.org> T?rk?e Portugu?s -Robin -- http://www.digitalkingdom.org/~rlpowell/ *** I'm a *male* Robin. .i le pamoi velru'e zo'u crepu le plibu taxfu .i le remoi velru'e zo'u mo .i le cimoi velru'e zo'u ba'e prali .uisai http://www.lojban.org/ *** to sa'a cu'u lei pibyta'u cridrnoma toi From rlpowell at digitalkingdom.org Wed Mar 12 14:29:48 2003 From: rlpowell at digitalkingdom.org (Robin Lee Powell) Date: Wed, 12 Mar 2003 11:29:48 -0800 Subject: [rt-users] Oooops! Sorry! Message-ID: <20030312192948.GH3482@digitalkingdom.org> I was testing a fix to handle iso-8859-1 on my rt systmusing gnu recode, as my postgres is set to unicode. The alias on my system is 'rt', which is also my mailer's alias to this list! Sorry! -Robin -- http://www.digitalkingdom.org/~rlpowell/ *** I'm a *male* Robin. .i le pamoi velru'e zo'u crepu le plibu taxfu .i le remoi velru'e zo'u mo .i le cimoi velru'e zo'u ba'e prali .uisai http://www.lojban.org/ *** to sa'a cu'u lei pibyta'u cridrnoma toi From Shmulik at olivesoftware.com Wed Mar 12 14:56:03 2003 From: Shmulik at olivesoftware.com (Shmulik Gazit) Date: Wed, 12 Mar 2003 21:56:03 +0200 Subject: [rt-users] rt2 almost works rt3 doesn't Message-ID: <71B89563D3D7D3118D390008C79F359DBEFD12@OLIVE> Hello, I've been trying to evaluate rt for 2 weeks now to no avail. rt2 stable version is installed and even works. the only thing that doesn't work is sending email to CCs/AdminCC. in the debug file I see an empty TO: field and the admin CCs are BCCed. from config.pm I understand it should work (it doesn't matter if I put "friendly" on 0 or 1). rt3's seems to be working well webwise but no ticket is opened, nor do I get an error back to my mailbox. I'm trying to find the $LogDir - didn't find it, so I put /tmp/rt.log instead, but still nothing gets created even if I change the $LogToFile to 1. ANY help is welcome. I'm pretty desparate here. thanks! /Shmulik. From michael.k.brown at alcatel.com Wed Mar 12 15:35:15 2003 From: michael.k.brown at alcatel.com (Michael K. Brown) Date: Wed, 12 Mar 2003 15:35:15 -0500 Subject: [rt-users] Mason problems solved, and running rt2 & rt3 happily! Message-ID: <010e01c2e8d6$e3306440$d137788a@CAOTTW00390> Hi Folks! Just wanted to say thanks to all for the help everyone's given me. I thought I'd document what I had to go through, in order to get rt3beta running on the same box as rt2. First, HTML::Mason: Tried installing from a package from masonHQ. That install didn't install stuff like the Apache::Handler, so rt kept defaulting to the site_perl version. Of course, rt2 broke when I upgraded mason for rt3. I then had to downgrade Mason back to 1.05. I copied the /usr/local/lib/perl5/site_perl/5.6.1/HTML directory to /path/to/rt2/lib using cp -R. I then could update HTML::Mason to 1.19. Then I tried running rt3 on port 8088 using fastcgi, but I finally gave up on that because of the way suexec was compiled. So, I restored my httpd.conf file back to the way it was, and copied it to httpdrt3.conf. I put the rt3 specific information into that file, and removed the "normal" webserver port 80 and rt2's port 8080 stuff. I then started a new instance of apache from the command line with httpd -f /path/to/httpdrt3.conf. Now I can play with rt3! Whoo Hoo! Hope this helps someone else save some serious head pounding! /Mike From prlawrence at Lehigh.EDU Wed Mar 12 16:20:06 2003 From: prlawrence at Lehigh.EDU (Phil R Lawrence) Date: Wed, 12 Mar 2003 16:20:06 -0500 Subject: [rt-users] RT-Send-CC isn't mailing Message-ID: <3E6FA486.4060202@lehigh.edu> Yesterday I made a comment to a ticket and CC'd someone... I do see the CC recorded in the ticket history: RT-Send-CC: foo at lehigh.edu I do have this scrip set up: OnCorrespond NotifyAllWatchers with template Correspondence Can someone help me find the cause of the problem? Thanks, Phil From michael.k.brown at alcatel.com Wed Mar 12 16:25:29 2003 From: michael.k.brown at alcatel.com (Michael K. Brown) Date: Wed, 12 Mar 2003 16:25:29 -0500 Subject: [rt-users] Sleeping MySQL processes... Message-ID: <010f01c2e8dd$e801e550$d137788a@CAOTTW00390> Hi Folks! I just installed rt3, hoping that it would fix issues with MySQL rt_user processes "sleeping" (which appears to affect mail correspondence delivery in our installation). Are these normal, or is there possibly a problem with our installation? Here's some info, in case it helps! Solaris 8, Dual Ultra2 512MB RAM MySQL 3.23.49 Apache/1.3.26 mod_php4, mod_auth_ldap, mod_setenvif, mod_so, mod_expires, mod_auth, mod_access, mod_rewrite, mod_alias, mod_speling, mod_actions, mod_imap, mod_asis, mod_cgi, mod_dir, mod_autoindex, mod_include, mod_status, mod_negotiation, mod_mime, mod_log_config, mod_env, http_core Perl5.6.1 with rt3 dependencies. Thanks again! /Mike From stewart.james at vu.edu.au Wed Mar 12 17:01:01 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Thu, 13 Mar 2003 09:01:01 +1100 (EST) Subject: [rt-users] Bounce detection Message-ID: Hi, I am new to rt and trying to get my head around everything (to the guys who are developing it - TOP JOB!) Something I notice is missing is any bounce detection, I also noted from readiong the list archive alot of people have written their own little customizations - so I was hoping someone had done it already, or can give me some pointers. I will have a look at doing this myself, in case that is the path I will have to go down I will outline what I though would suffice (at least for now). Set envelope sender to something like: bounce+#@domain.com (# is the ticket number email is being sent about). Then extend mail gate to have a "bounce" service....which would very much be a comment, just how it detects ticket number would be different. Then insert the message as a comment. This got me to thinking about permissions, and perhaps setting up a "mail user" or something similar that has permissions to comment on tickets. I know this is not the complete bounce detetion people would probably be thinking of, but at least this would notify the ticket that a message bounced - even if the users of that ticket need to manually figureout who bounced and why....on a site that might have a good number of queue's it is better than the postmaster having to do it. Comments, thoughts - even better has someone done this(or something similar)? Even if is a pointer on say modifying the envelope sender any advice would be appreciated. For the record I am running 2.0.15. Cheers, Stewart From jesse at bestpractical.com Wed Mar 12 17:35:38 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 12 Mar 2003 17:35:38 -0500 Subject: [rt-users] RT-Send-CC isn't mailing In-Reply-To: <3E6FA486.4060202@lehigh.edu> References: <3E6FA486.4060202@lehigh.edu> Message-ID: <20030312223538.GT15028@fsck.com> Do you have the OnCorrespond NotifyOtherRecipientsScrip that was included when RT was upgraded to support RT-Send-CC? On Wed, Mar 12, 2003 at 04:20:06PM -0500, Phil R Lawrence wrote: > > Yesterday I made a comment to a ticket and CC'd someone... I do see the > CC recorded in the ticket history: > RT-Send-CC: foo at lehigh.edu > > I do have this scrip set up: > OnCorrespond NotifyAllWatchers with template Correspondence > > Can someone help me find the cause of the problem? > > Thanks, > Phil > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 stewart.james at vu.edu.au Wed Mar 12 20:20:33 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Thu, 13 Mar 2003 12:20:33 +1100 (EST) Subject: [rt-users] Bounce detection In-Reply-To: References: Message-ID: Following this up, I seem to have managed to put some very loose bounce detection in place. Not being familiar with RT, I am not so sure what I have done will work. Perhaps someone here might be able to shoot me out of the water and tell me this will not work on a production box. In short the files I modified were Interface/Email.pm Action/SendEmail.pm and rt-mailgate. I have not tested these AT ALL apart from seeing that things worked. But here is what I saw happening on my test system. Interface/Email.pm seemed to be used when an error occured and we needed to say go away. so I set a -f postmaster at mydomain.com so that all messages from errors could bounce to me. Action/SendEmail.pm seemed to be called for generation of other messages so this is hacked to set a return path of bounce+ticket-#@mydomain.com rt-mailgate had a few lines added to figure out which ticket a bounce was from. finally I added a line to my sendmail aliases: bounce+*: "|/usr/lib/request-tracker/rt-mailgate --queue sysgroup --action comment" The few tests I performed seemed to have worked. I am hoping that others see my abouve hacks as viable in a production box, but more importantly, if there is a reason for the above to not work - I have only spent 2 hours with the RT code so my assumptions on how RT works may very well be up the duff! Cheers, Stewart On Thu, 13 Mar 2003, Stewart James wrote: > Date: Thu, 13 Mar 2003 09:01:01 +1100 (EST) > From: Stewart James > To: rt-users at lists.fsck.com > Subject: [rt-users] Bounce detection > > > Hi, > > I am new to rt and trying to get my head around everything (to the guys > who are developing it - TOP JOB!) > > Something I notice is missing is any bounce detection, I also noted from > readiong the list archive alot of people have written their own little > customizations - so I was hoping someone had done it already, or can give > me some pointers. > > I will have a look at doing this myself, in case that is the path I will > have to go down I will outline what I though would suffice (at least for > now). > > Set envelope sender to something like: bounce+#@domain.com (# is the > ticket number email is being sent about). Then extend mail gate to have a > "bounce" service....which would very much be a comment, just how it > detects ticket number would be different. Then insert the message as a > comment. > > This got me to thinking about permissions, and perhaps setting up a "mail > user" or something similar that has permissions to comment on tickets. > > I know this is not the complete bounce detetion people would probably be > thinking of, but at least this would notify the ticket that a message > bounced - even if the users of that ticket need to manually figureout who > bounced and why....on a site that might have a good number of queue's it > is better than the postmaster having to do it. > > Comments, thoughts - even better has someone done this(or something > similar)? Even if is a pointer on say modifying the envelope sender any > advice would be appreciated. For the record I am running 2.0.15. > > Cheers, > > Stewart > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: Email.pm.diff URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: SendEmail.pm.diff URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: rt-mailgate.diff URL: From amitchell at habeas.com Wed Mar 12 20:56:17 2003 From: amitchell at habeas.com (Anne P. Mitchell, Esq.) Date: Wed, 12 Mar 2003 17:56:17 -0800 Subject: [rt-users] Several questions: Multiple copies to reqeustor, "top posting", auto-sort, and more Message-ID: <3E6F74C1.2180.4494D53@localhost> TE: 1 FL:0 Hello, All! We have a new person using RT, who has asked some questions which a) we can't answer, and b) we ourselves have been wondering. They include: 1: Can the opening screen in each queue be automatically sorted by age, most recent first (on top) as I log on instead of me having to do it myself each time? 2: On any ticket, could the order of the History be changed/set so that the most recent item is always on top? That saves me the time from having to scroll down the message to see the most recent response. This becomes especially helpful as these tickets become longer. 3: A requestor mentioned in his reply: "P.S. I received your email twice. : ) " I am not sure why this may have happened. I believe that only hit the 'submit' on the reply screen once. If I did, my mistake enter it twice, should it not have added the correspondence twice to the ticket as well? We have had this problem before - and thought we had nailed it down, but it seems to have cropped up again. Anything we should look for? By the way, I wonder if upgrading to RT 3 would fix any of these in its own? Thanks! Anne From stewart.james at vu.edu.au Wed Mar 12 21:15:15 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Thu, 13 Mar 2003 13:15:15 +1100 (EST) Subject: [rt-users] Bounce detection In-Reply-To: References: Message-ID: Woops, Left a print('JJJ') in the rt-mailgate diff. either delete it or create a user 'bounce' and replce it with: $CurrentUser->LoadByName('bounce'); Make sure user bounce has permission to comment on tickets globally. Stewart From bruce_campbell at ripe.net Thu Mar 13 02:36:29 2003 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Thu, 13 Mar 2003 08:36:29 +0100 (CET) Subject: [rt-users] Bounce detection In-Reply-To: Message-ID: On Thu, 13 Mar 2003, Stewart James wrote: > In short the files I modified were Interface/Email.pm Action/SendEmail.pm > and rt-mailgate. > > Interface/Email.pm seemed to be used when an error occured and we needed > to say go away. so I set a -f postmaster at mydomain.com so that all messages > from errors could bounce to me. You don't want to hard-code addresses inside the library files. Please consider using $RT::OwnerEmail (set in the RT2 configuration file etc/config.pm, and can be added to the RT3 config files for the same effect) > Action/SendEmail.pm seemed to be called for generation of other messages > so this is hacked to set a return path of bounce+ticket-#@mydomain.com Again, try to avoid hard-coding site-specific information into your library files, and grab them from the configuration file. > rt-mailgate had a few lines added to figure out which ticket a bounce was > from. > > finally I added a line to my sendmail aliases: > bounce+*: "|/usr/lib/request-tracker/rt-mailgate --queue sysgroup --action > comment" There was a similar hack to do just this some time ago, which included the relevant sendmail magic to supply the appropriate recipient address in the command line option ( its more reliable if you are passed the address through a --flag, rather than trying to figure it out by looking for a 'To' line in the message, which may not match ). > I am hoping that others see my abouve hacks as viable in a production box, > but more importantly, if there is a reason for the above to not work - I > have only spent 2 hours with the RT code so my assumptions on how RT works > may very well be up the duff! 'By George, I think you've got it' ;) > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From Shmulik at olivesoftware.com Thu Mar 13 04:20:13 2003 From: Shmulik at olivesoftware.com (Shmulik Gazit) Date: Thu, 13 Mar 2003 11:20:13 +0200 Subject: [rt-users] Several questions: Multiple copies to reqeustor, " top posting", auto-sort, and more Message-ID: <71B89563D3D7D3118D390008C79F359DBEFD1A@OLIVE> Anne, check that you don't have the same scrip that sends to requestor define globally AND inside the queue. I had the same problem when I tried to follow the configuration notes. /Shmulik. -----Original Message----- From: Anne P. Mitchell, Esq. [mailto:amitchell at habeas.com] Sent: Thu, March 13, 2003 3:56 AM To: rt-users at lists.fsck.com Subject: [rt-users] Several questions: Multiple copies to reqeustor, "top posting", auto-sort, and more TE: 1 FL:0 Hello, All! We have a new person using RT, who has asked some questions which a) we can't answer, and b) we ourselves have been wondering. They include: 1: Can the opening screen in each queue be automatically sorted by age, most recent first (on top) as I log on instead of me having to do it myself each time? 2: On any ticket, could the order of the History be changed/set so that the most recent item is always on top? That saves me the time from having to scroll down the message to see the most recent response. This becomes especially helpful as these tickets become longer. 3: A requestor mentioned in his reply: "P.S. I received your email twice. : ) " I am not sure why this may have happened. I believe that only hit the 'submit' on the reply screen once. If I did, my mistake enter it twice, should it not have added the correspondence twice to the ticket as well? We have had this problem before - and thought we had nailed it down, but it seems to have cropped up again. Anything we should look for? By the way, I wonder if upgrading to RT 3 would fix any of these in its own? Thanks! Anne _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From scott at xs4all.net Thu Mar 13 06:36:17 2003 From: scott at xs4all.net (Scott A. McIntyre) Date: Thu, 13 Mar 2003 12:36:17 +0100 Subject: [rt-users] StockAnswers for Creating tickets? Message-ID: <00E82C79-5548-11D7-BA65-000393C0D078@xs4all.net> Greetings, It seems that RTFM2/RT3 will probably have good integration for this, but for the time being we'll be running RT2 -- so, has anyone managed to implement StockAnswers (we're still on the original 0.2 version) such that it will give you the dropdown/stockanswer option when *creating* tickets, rather than merely updating/replying? At the moment there's references to $Ticket, which in the case of creating obviously won't work. The 'problem' we're trying to solve is the need we have for creating tickets that have forms with predefined sections listed; the textentry box containing the required elements to be filled in by the ticket creator. My workaround for the time being is to have a custom template sent to the admin cc's on ticket create, which will probably work for everyone except the person who actually creates the ticket. Thanks for any thoughts/pointers, Scott From david.vrtin at arnes.si Thu Mar 13 07:25:54 2003 From: david.vrtin at arnes.si (David Vrtin) Date: Thu, 13 Mar 2003 13:25:54 +0100 Subject: [rt-users] RE: Install problems rt-2-1-84 In-Reply-To: Shmulik's message of Tue, 11 Mar 2003 19:34:28 +0200. <71B89563D3D7D3118D390008C79F359DBEFCEC@OLIVE> References: <71B89563D3D7D3118D390008C79F359DBEFCEC@OLIVE> Message-ID: <20030313122554.D2B6B42B46@rzenik.arnes.si> I have same problem. Manual install of Encode-compat-0.05: # make test PERL_DL_NONLAZY=1 /usr/bin/perl -Iblib/arch -Iblib/lib -I/opt/gnu/lib/perl5/5.6.1/i86pc-solaris -I/opt/gnu/lib/perl5/5.6.1 -e 'use Test::Harness qw(&runtests $verbose); $verbose=0; runtests @ARGV;' t/*.t t/1-basic....ok 2/8Unsupported conversion: Invalid argument at blib/lib/Encode/compat/common.pm line 115. t/1-basic....dubious Test returned status 22 (wstat 5632, 0x1600) DIED. FAILED tests 3-8 Failed 6/8 tests, 25.00% okay Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------------- t/1-basic.t 22 5632 8 6 75.00% 3-8 Failed 1/1 test scripts, 0.00% okay. 6/8 subtests failed, 25.00% okay. make: *** [test_dynamic] Error 2 # Test-Harness-2.26 is installed. I need to upgrade perl? Best regards, David On Tue, 11 Mar 2003 19:34:28 +0200, Shmulik Gazit wrote: > Maybe you need a new Test::Harness? or an older one? > > -----Original Message----- > From: Michael K. Brown [mailto:michael.k.brown at alcatel.com] > Sent: Tue, March 11, 2003 7:11 PM > To: Rt-Users > Subject: [rt-users] RE: Install problems rt-2-1-84 > > > OK... I had run the automated install of dependencies, and now that I'm > trying to install manually, I'm seeing where there were some problems. > Here's the results from the attempted install from CPAN: > > cpan> install Encode::compat > CPAN: Storable loaded ok > Going to read /var/tmp/.cpan/Metadata > Database was generated on Mon, 10 Mar 2003 13:40:55 GMT > Running install for module Encode::compat > Running make for A/AU/AUTRIJUS/Encode-compat-0.05.tar.gz > CPAN: MD5 loaded ok > CPAN: Compress::Zlib loaded ok > Checksum for > /var/tmp/.cpan/sources/authors/id/A/AU/AUTRIJUS/Encode-compat-0.05. > tar.gz ok > x Encode-compat-0.05, 0 bytes, 0 tape blocks > x Encode-compat-0.05/lib, 0 bytes, 0 tape blocks > x Encode-compat-0.05/lib/Encode, 0 bytes, 0 tape blocks > x Encode-compat-0.05/lib/Encode/compat, 0 bytes, 0 tape blocks > x Encode-compat-0.05/lib/Encode/compat/common.pm, 2570 bytes, 6 tape > blocks > x Encode-compat-0.05/lib/Encode/compat/5006001.pm, 583 bytes, 2 tape > blocks > x Encode-compat-0.05/lib/Encode/compat/Alias.pm, 9723 bytes, 19 tape > blocks > x Encode-compat-0.05/lib/Encode/compat.pm, 2338 bytes, 5 tape blocks > x Encode-compat-0.05/Changes, 3511 bytes, 7 tape blocks > x Encode-compat-0.05/t, 0 bytes, 0 tape blocks > x Encode-compat-0.05/t/1-basic.t, 610 bytes, 2 tape blocks > x Encode-compat-0.05/MANIFEST, 184 bytes, 1 tape blocks > x Encode-compat-0.05/Makefile.PL, 652 bytes, 2 tape blocks > x Encode-compat-0.05/README, 672 bytes, 2 tape blocks > x Encode-compat-0.05/SIGNATURE, 1289 bytes, 3 tape blocks > > CPAN.pm: Going to build A/AU/AUTRIJUS/Encode-compat-0.05.tar.gz > > Checking if your kit is complete... > Looks good > Writing Makefile for Encode::compat > cp lib/Encode/compat/5006001.pm blib/lib/Encode/compat/5006001.pm > cp lib/Encode/compat/common.pm blib/lib/Encode/compat/common.pm > cp lib/Encode/compat/Alias.pm blib/lib/Encode/compat/Alias.pm > cp lib/Encode/compat.pm blib/lib/Encode/compat.pm > Manifying blib/man3/Encode::compat::Alias.3 > Manifying blib/man3/Encode::compat.3 > /usr/local/bin/make -j3 -- OK > Running make test > PERL_DL_NONLAZY=1 /usr/bin/perl -Iblib/arch -Iblib/lib > -I/usr/local/lib/perl5/5. > 6.1/sun4-solaris -I/usr/local/lib/perl5/5.6.1 -e 'use Test::Harness > qw(&runtests > $verbose); $verbose=0; runtests @ARGV;' t/*.t > t/1-basic....ok 2/8Unsupported conversion: Invalid argument at > blib/lib/Encode/c > ompat/common.pm line 115. > t/1-basic....dubious > Test returned status 22 (wstat 5632, 0x1600) > DIED. FAILED tests 3-8 > Failed 6/8 tests, 25.00% okay > Failed Test Stat Wstat Total Fail Failed List of Failed > ------------------------------------------------------------------------ > ------- > t/1-basic.t 22 5632 8 6 75.00% 3-8 > Failed 1/1 test scripts, 0.00% okay. 6/8 subtests failed, 25.00% okay. > make: *** [test_dynamic] Error 2 > /usr/local/bin/make test -- NOT OK > Running make install > make test had returned bad status, won't install without force > > cpan> > > Wondering if anyone can help me here. > > Thanks for your time! > > /Mike > > -----Original Message----- > From: Michael K. Brown [mailto:michael.k.brown at alcatel.com] > Sent: Tuesday, March 11, 2003 11:48 AM > To: Rt-Users (rt-users at lists.fsck.com) > Subject: Install problems rt-2-1-84 > > > Hi Folks! > > I'm setting up a test installation on the same server as my rt-2-0-12 > installation. Make install went well. Trying to make > initialize-database, and I get the following error: > > # make initialize-database > /usr/bin/perl //usr/local/rt3/sbin/rt-setup-database --action init --dba > root -- prompt-for-dba-password Can't locate Encode/compat.pm in @INC > (@INC contains: /usr/local/rt3/lib /usr/lo > cal/lib/perl5/5.6.1/sun4-solaris /usr/local/lib/perl5/5.6.1 > /usr/local/lib/perl5 /site_perl/5.6.1/sun4-solaris > /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/li b/perl5/site_perl .) > at /usr/local/rt3/lib/RT/I18N.pm line 40. BEGIN failed--compilation > aborted at /usr/local/rt3/lib/RT/I18N.pm line 42. Compilation failed in > require at /usr/local/rt3/lib/RT.pm line 29. BEGIN failed--compilation > aborted at /usr/local/rt3/lib/RT.pm line 29. Compilation failed in > require at //usr/local/rt3/sbin/rt-setup-database line 37. BEGIN > failed--compilation aborted at //usr/local/rt3/sbin/rt-setup-database > line 37. > make: *** [initialize-database] Error 2 > > > Just wondering if it's a bug, or something in my set-up. > > Existing set-up is rt-2-0-12 (customized) with mysql, apache, > mod_perl1.26. Testing of beta rt3 will be with fastcgi. I have > customized RT_SiteConfig.pm, but haven't done the httpd.conf file yet, > since I can't get the database installed. > > Hope that helps! > > /Mike > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 autrijus at autrijus.org Thu Mar 13 08:43:53 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Thu, 13 Mar 2003 21:43:53 +0800 Subject: [rt-users] RE: Install problems rt-2-1-84 In-Reply-To: <20030313122554.D2B6B42B46@rzenik.arnes.si> References: <71B89563D3D7D3118D390008C79F359DBEFCEC@OLIVE> <20030313122554.D2B6B42B46@rzenik.arnes.si> Message-ID: <20030313134353.GA41204@not.autrijus.org> On Thu, Mar 13, 2003 at 01:25:54PM +0100, David Vrtin wrote: > I have same problem. Manual install of Encode-compat-0.05: > # make test > PERL_DL_NONLAZY=1 /usr/bin/perl -Iblib/arch -Iblib/lib -I/opt/gnu/lib/perl5/5.6.1/i86pc-solaris -I/opt/gnu/lib/perl5/5.6.1 -e 'use Test::Harness qw(&runtests $verbose); $verbose=0; runtests @ARGV;' t/*.t > t/1-basic....ok 2/8Unsupported conversion: Invalid argument at blib/lib/Encode/compat/common.pm line 115. > t/1-basic....dubious > Test returned status 22 (wstat 5632, 0x1600) > DIED. FAILED tests 3-8 > Failed 6/8 tests, 25.00% okay > Failed Test Stat Wstat Total Fail Failed List of Failed > ------------------------------------------------------------------------------- > t/1-basic.t 22 5632 8 6 75.00% 3-8 > Failed 1/1 test scripts, 0.00% okay. 6/8 subtests failed, 25.00% okay. > make: *** [test_dynamic] Error 2 Can you try installing GNU libiconv and reinstall Text::Iconv linking against that? Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From randy.paries at unitnet.com Thu Mar 13 08:53:13 2003 From: randy.paries at unitnet.com (Randy Paries) Date: Thu, 13 Mar 2003 07:53:13 -0600 Subject: [rt-users] looking for escalation script Message-ID: <004c01c2e967$eb7f0a70$6b02a8c0@rplaptop> Hello, I am looking for a script that escalates by ticket age. I went on the contrib site and found under rt-addons an escalator , but it is based on due dates is anyone out there aware of something like this. I have been using the rt2 for some time, but i am just now starting to get into the customizing part. Thanks for any help From prlawrence at Lehigh.EDU Thu Mar 13 09:50:32 2003 From: prlawrence at Lehigh.EDU (Phil R Lawrence) Date: Thu, 13 Mar 2003 09:50:32 -0500 Subject: [rt-users] RT-Send-CC isn't mailing References: <3E6FA486.4060202@lehigh.edu> <20030312223538.GT15028@fsck.com> Message-ID: <3E709AB8.2090209@lehigh.edu> Hi, I wonder where in the documentation I can find explicit definitions for the groups of people referred to by the various ScripActions. For example, define "AllWatchers" vs. "OtherRecipients" etc. I'm just not sure if my setup (below) is really doing all I want, or if some of it is redundant. Thanks! Phil R. Lawrence __OUR SETUP__ OnCreate AutoreplyToRequestors with template Autoreply NotifyRTWranglers with template NewTicket NotifyAdminCcs with template NewTicket OnOwnerChange NotifyOwnerAsComment with template NewOwner NotifyAdminCcsAsComment with template NewOwner OnCorrespond NotifyAllWatchers with template Correspondence NotifyOtherRecipients with template Correspondence OnComment NotifyOwnerAsComment with template AdminComment NotifyOtherRecipientsAsComment with template AdminComment NotifyAdminCcsAsComment with template AdminComment OnStatusChange NotifyAllWatchers with template StatusChange From wash at wananchi.biz Thu Mar 13 10:51:27 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Thu, 13 Mar 2003 18:51:27 +0300 Subject: [rt-users] RT Time Zone Message-ID: <20030313155127.GA66625@ns2.wananchi.com> I am looking for the correct Time Zone setting for RT on FreeBSD. I have Time Zone set to 'Africa/Nairobi' but I see that my tickets show every transaction to be 3 hours behind. I am at GMT +0300 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 cam2 at cornell.edu Thu Mar 13 10:52:43 2003 From: cam2 at cornell.edu (Christopher Manly) Date: Thu, 13 Mar 2003 10:52:43 -0500 Subject: [rt-users] RT3 mailgate questions Message-ID: Hi, I've had RT2 up and running successfully for a while, and I'm working on a new implementation based on RT3, and I have a couple of questions about the new httpd-based mailgate: 1) The docs state that a user needs to be set up for the mailgate with permissions to create tickets, but nothing mentions how to configure the mailgate to use that user. How is that done? 2) I'm using external authentication for the web UI (we have a custom apache module that talks to our kerberos server to handle authentication), but that won't work for the mailgate. Do I just need to set up an alternate URL that uses apache basic authentication to accept mail from the mailgate, or can RT be set to fall back to internal authentication if the webserver doesn't authenticate? Thanks. -- Christopher Manly Unix Systems Administrator CIT Systems & Operations Cornell University 706 Rhodes Hall Ithaca, NY 14853 From khera at kcilink.com Thu Mar 13 11:04:56 2003 From: khera at kcilink.com (Vivek Khera) Date: Thu, 13 Mar 2003 11:04:56 -0500 Subject: [rt-users] RT Time Zone In-Reply-To: <20030313155127.GA66625@ns2.wananchi.com> References: <20030313155127.GA66625@ns2.wananchi.com> Message-ID: <15984.44072.156769.622590@yertle.int.kciLink.com> >>>>> "OW" == Odhiambo Washington writes: OW> I am looking for the correct Time Zone setting for RT on FreeBSD. OW> I have Time Zone set to 'Africa/Nairobi' but I see that my tickets OW> show every transaction to be 3 hours behind. I am at GMT +0300 That should be right, since it exists in /usr/share/zoneinfo. Is the zone file correct? From seph at directionless.org Thu Mar 13 14:30:34 2003 From: seph at directionless.org (seph) Date: Thu, 13 Mar 2003 11:30:34 -0800 Subject: [rt-users] Several questions: Multiple copies to reqeustor, "top posting", auto-sort, and more In-Reply-To: <3E6F74C1.2180.4494D53@localhost> ("Anne P. Mitchell, Esq."'s message of "Wed, 12 Mar 2003 17:56:17 -0800") References: <3E6F74C1.2180.4494D53@localhost> Message-ID: > By the way, I wonder if upgrading to RT 3 would fix any of these in its own? fix? I don't think any of these are broken. you just want non-standard behavior. > 1: Can the opening screen in each queue be automatically sorted by > age, most recent first (on top) as I log on instead of me having to do > it myself each time? by opening screen, do you mean the screen you get when you click a queue name in the Quicksearch box? (the thing on the left that lists queues and tickets) If so, you could copy Elements/Quicksearch into your local directories, and change the URL it links to. seph From canau at keka.KPNQwest.pt Thu Mar 13 14:39:40 2003 From: canau at keka.KPNQwest.pt (Carlos Canau) Date: Thu, 13 Mar 2003 19:39:40 +0000 Subject: [rt-users] rt-2-1-85: mysql performance ? Message-ID: <20030313193940.GB7336@ionia.eunet.pt> Hi, In my setup (*) I was waiting about 10 sec. to change from a ticket to the next on the tickets menu. After turning on log-slow-queries in mysqld I've tried the following indexes which drop the wait time to 5 sec. (which is still ... a lot ??). Can it be further optimized ? alter table Tickets add INDEX TypeINDEX(Type); alter table Tickets add INDEX StatusINDEX(Status); alter table Groups add INDEX DomainINDEX(Domain); alter table Groups add INDEX InstanceINDEX(Instance); alter table Groups add INDEX TypeINDEX(Type); alter table Principals add INDEX PrincipalsINDEX(PrincipalType); alter table CachedGroupMembers add INDEX GroupIdINDEX(GroupId); alter table CachedGroupMembers add INDEX MemberIdINDEX(MemberId); regards, (Christopher Manly's message of "Thu, 13 Mar 2003 10:52:43 -0500") References: Message-ID: > I've had RT2 up and running successfully for a while, and I'm working > on a new implementation based on RT3, and I have a couple of questions > about the new httpd-based mailgate: my understanding, and I haven't stared at the mailgate yet, is that it tries to post to the NoAuth portion of the RT wuib UI. > 1) The docs state that a user needs to be set up for the mailgate with > permissions to create tickets, but nothing mentions how to configure > the mailgate to use that user. How is that done? dunno, I think it'd be okay if you gave Everybody the rights, not sure if you want to do that though. Otherwise, ISTR seeing a patch either on rt-users or rt-devel that would make the mailgate supply a username and password for for Apache's Basic Auth. > 2) I'm using external authentication for the web UI (we have a custom > apache module that talks to our kerberos server to handle > authentication), but that won't work for the mailgate. Do I just need > to set up an alternate URL that uses apache basic authentication to > accept mail from the mailgate, or can RT be set to fall back to > internal authentication if the webserver doesn't authenticate? NoAuth, or the above mentioned patch. seph From canau at keka.KPNQwest.pt Thu Mar 13 14:43:15 2003 From: canau at keka.KPNQwest.pt (Carlos Canau) Date: Thu, 13 Mar 2003 19:43:15 +0000 Subject: [rt-users] rtfm-2-0-beta-1 -&- rt2-to-rt3-v1.5 Message-ID: <20030313194315.GC7336@ionia.eunet.pt> Just a quick note... to import rt2 to rt3 the rt3 DB must be clean to avoid clashes. So rtfm can only be installed after the import (make dropdb in rt3 killed it and I add to reinstall... :-) Message-ID: <016001c2e99a$83ed2f30$d137788a@CAOTTW00390> Hi Autrijus! I tried that on Solaris 8, and it really broke things (using libiconv package from SunFreeware). After installing it, then installing Text::Iconv, it wouldn't make it past make test. I ended up backing out libiconv, and then Text::Iconv was happy. Still having problems with Encode::compat. I'm in the process of upgrading perl to 5.8.0 to see if that helps! /Mike -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Autrijus Tang Sent: Thursday, March 13, 2003 8:44 AM To: David Vrtin Cc: Shmulik Gazit; Rt-Users Subject: Re: [rt-users] RE: Install problems rt-2-1-84 On Thu, Mar 13, 2003 at 01:25:54PM +0100, David Vrtin wrote: > I have same problem. Manual install of Encode-compat-0.05: > # make test > PERL_DL_NONLAZY=1 /usr/bin/perl -Iblib/arch -Iblib/lib -I/opt/gnu/lib/perl5/5.6.1/i86pc-solaris -I/opt/gnu/lib/perl5/5.6.1 -e 'use Test::Harness qw(&runtests $verbose); $verbose=0; runtests @ARGV;' t/*.t > t/1-basic....ok 2/8Unsupported conversion: Invalid argument at blib/lib/Encode/compat/common.pm line 115. > t/1-basic....dubious > Test returned status 22 (wstat 5632, 0x1600) > DIED. FAILED tests 3-8 > Failed 6/8 tests, 25.00% okay > Failed Test Stat Wstat Total Fail Failed List of Failed > ------------------------------------------------------------------------ ------- > t/1-basic.t 22 5632 8 6 75.00% 3-8 > Failed 1/1 test scripts, 0.00% okay. 6/8 subtests failed, 25.00% okay. > make: *** [test_dynamic] Error 2 Can you try installing GNU libiconv and reinstall Text::Iconv linking against that? Thanks, /Autrijus/ From rspier at pobox.com Thu Mar 13 15:05:38 2003 From: rspier at pobox.com (Robert Spier) Date: Thu, 13 Mar 2003 12:05:38 -0800 Subject: [rt-users] StockAnswers for Creating tickets? In-Reply-To: <00E82C79-5548-11D7-BA65-000393C0D078@xs4all.net> References: <00E82C79-5548-11D7-BA65-000393C0D078@xs4all.net> Message-ID: > It seems that RTFM2/RT3 will probably have good integration for this, > but for the time being we'll be running RT2 -- so, has anyone managed Yes, RTFM2/RT3 will be extremely cool in this area. > to implement StockAnswers (we're still on the original 0.2 version) > such that it will give you the dropdown/stockanswer option when > *creating* tickets, rather than merely updating/replying? Well, it looks to me like it should just work, if you make Create.html look more like Update.html (for the places where stockanswers cares.) > At the moment there's references to $Ticket, which in the case of > creating obviously won't work. Unless I'm missing something, which is entirely possible, I haven't touched that code in ages, it only uses $Ticket to get QueueObj, which is available by itself in Create.html. -R From jesse at bestpractical.com Thu Mar 13 15:52:00 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 13 Mar 2003 15:52:00 -0500 Subject: [rt-users] rt-2-1-85: mysql performance ? In-Reply-To: <20030313193940.GB7336@ionia.eunet.pt> References: <20030313193940.GB7336@ionia.eunet.pt> Message-ID: <20030313205200.GB15028@fsck.com> Carlos, What queries was it blocking on? What mysql are you running? Does it have support for innodb tables? That sounds like an awful lot of indices that you might need. Did you use mysql's 'EXPLAIN' to see that your indices were all being used more efficiently? Thanks, jesse On Thu, Mar 13, 2003 at 07:39:40PM +0000, Carlos Canau wrote: > > Hi, > > In my setup (*) I was waiting about 10 sec. to change from a ticket to > the next on the tickets menu. After turning on log-slow-queries in > mysqld I've tried the following indexes which drop the wait time to 5 > sec. (which is still ... a lot ??). Can it be further optimized ? > > > alter table Tickets add INDEX TypeINDEX(Type); > alter table Tickets add INDEX StatusINDEX(Status); > alter table Groups add INDEX DomainINDEX(Domain); > alter table Groups add INDEX InstanceINDEX(Instance); > alter table Groups add INDEX TypeINDEX(Type); > alter table Principals add INDEX PrincipalsINDEX(PrincipalType); > alter table CachedGroupMembers add INDEX GroupIdINDEX(GroupId); > alter table CachedGroupMembers add INDEX MemberIdINDEX(MemberId); > > regards, > > > (*) > - rt-2-1-85 > - 9000 tickets imported from rt2 > - 2x450MHz Pentium II Compaq 3000 server > - RH 7.3 + last patches > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From michael.k.brown at alcatel.com Thu Mar 13 16:37:40 2003 From: michael.k.brown at alcatel.com (Michael K. Brown) Date: Thu, 13 Mar 2003 16:37:40 -0500 Subject: [rt-users] RE: Install problems rt-2-1-84 Message-ID: <016f01c2e9a8$c5d9fb90$d137788a@CAOTTW00390> Installation of Perl 5.8.0 from SunFreeware solved my problems with Encode::compat. Using Solaris' version of iconv, in /usr/bin/iconv Hope that helps someone! /Mike -----Original Message----- From: Michael K. Brown [mailto:michael.k.brown at alcatel.com] Sent: Thursday, March 13, 2003 2:56 PM To: 'Autrijus Tang' Cc: 'Rt-Users' Subject: RE: [rt-users] RE: Install problems rt-2-1-84 Hi Autrijus! I tried that on Solaris 8, and it really broke things (using libiconv package from SunFreeware). After installing it, then installing Text::Iconv, it wouldn't make it past make test. I ended up backing out libiconv, and then Text::Iconv was happy. Still having problems with Encode::compat. I'm in the process of upgrading perl to 5.8.0 to see if that helps! /Mike -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Autrijus Tang Sent: Thursday, March 13, 2003 8:44 AM To: David Vrtin Cc: Shmulik Gazit; Rt-Users Subject: Re: [rt-users] RE: Install problems rt-2-1-84 On Thu, Mar 13, 2003 at 01:25:54PM +0100, David Vrtin wrote: > I have same problem. Manual install of Encode-compat-0.05: > # make test > PERL_DL_NONLAZY=1 /usr/bin/perl -Iblib/arch -Iblib/lib > -I/opt/gnu/lib/perl5/5.6.1/i86pc-solaris -I/opt/gnu/lib/perl5/5.6.1 -e 'use Test::Harness qw(&runtests $verbose); $verbose=0; runtests @ARGV;' t/*.t t/1-basic....ok 2/8Unsupported conversion: Invalid argument at blib/lib/Encode/compat/common.pm line 115. > t/1-basic....dubious > Test returned status 22 (wstat 5632, 0x1600) > DIED. FAILED tests 3-8 > Failed 6/8 tests, 25.00% okay > Failed Test Stat Wstat Total Fail Failed List of Failed > ------------------------------------------------------------------------ ------- > t/1-basic.t 22 5632 8 6 75.00% 3-8 > Failed 1/1 test scripts, 0.00% okay. 6/8 subtests failed, 25.00% okay. > make: *** [test_dynamic] Error 2 Can you try installing GNU libiconv and reinstall Text::Iconv linking against that? Thanks, /Autrijus/ From les at futuresource.com Thu Mar 13 16:38:00 2003 From: les at futuresource.com (Les Mikesell) Date: Thu, 13 Mar 2003 15:38:00 -0600 Subject: [rt-users] Several questions: Multiple copies to reqeustor, "top posting", auto-sort, and more In-Reply-To: Message-ID: From: seph > > By the way, I wonder if upgrading to RT 3 would fix any of these in its own? > > fix? I don't think any of these are broken. you just want non-standard behavior. Odd, I just converted a busy email product support address from a mailman-manged list to RT and got almost the same set of requests from the support staff. It would be nice if RT had an 'express' concept that you could select when creating the queue that would make the default sort in time order (newest first) in both the ticket list and the history, and minimize the steps needed to cycle through replying to many tickets, resolving most on the first answer. Another thing my users miss compared to answering from Outlook is the preview pane. Has anyone modified the search/initial queue listing screen of RT to have javascript pop-ups or maybe a background image with an alt-text tag that would show up in a mouse-over containing a paragraph or so of the last response in a ticket so you can quickly peek at the contents? --- Les Mikesell les at futuresource.com From michael.k.brown at alcatel.com Thu Mar 13 16:39:56 2003 From: michael.k.brown at alcatel.com (Michael K. Brown) Date: Thu, 13 Mar 2003 16:39:56 -0500 Subject: [rt-users] rt-2-1-85: mysql performance ? Message-ID: <017001c2e9a9$171e4600$d137788a@CAOTTW00390> Sorry for the HTML mail... it was the easiest way to show the data. We're having similar performance issues with rt-2-1-88. The following is a process list query in phpMyAdmin, after I had hit "Create a new ticket in". The create page only turns up after I kill the mysql process below, or after it runs it's course. It usually runs for more than 200s. Below that is the imported info from rt2, into the rt3 database. rt2 is on the same server, and it's lightening fast compared to rt3. Is there any way to improve the performance? New install of rt3, import of dumpfile via the 1.5 version of import script. MySQL 3.23.45, perl 5.8, all dependencies satisfied. /Mike 75843 rt_user localhost rt3 Query 196 Copying to tmp table SELECT DISTINCT main.* FROM Users main, Principals Principals_1, CachedGroupMembers CachedGroupMembe Database rt3 running on labs Table Records Type Size ACL 64 MyISAM 8.9 KB Attachments 2,238 MyISAM 3.7 MB CachedGroupMembers 8,107 MyISAM 748.4 KB CustomFieldValues 325 MyISAM 23.2 KB CustomFields 21 MyISAM 4.4 KB GroupMembers 2,651 MyISAM 93.7 KB Groups 3,129 MyISAM 442.8 KB Links 83 MyISAM 28.7 KB Principals 3,453 MyISAM 130.4 KB Queues 3 MyISAM 4.4 KB ScripActions 15 MyISAM 3.7 KB ScripConditions 9 MyISAM 2.9 KB Scrips 22 MyISAM 6.6 KB Templates 9 MyISAM 5.0 KB TicketCustomFieldValues 2,532 MyISAM 146.5 KB Tickets 695 MyISAM 149.7 KB Transactions 8,005 MyISAM 628.2 KB Users 323 MyISAM 97.1 KB sessions 1 MyISAM 9.9 KB 19 table(s) 31,685 -- 6.1 MB -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Mar 13 16:50:24 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 13 Mar 2003 16:50:24 -0500 Subject: [rt-users] rt-2-1-85: mysql performance ? In-Reply-To: <017001c2e9a9$171e4600$d137788a@CAOTTW00390> References: <017001c2e9a9$171e4600$d137788a@CAOTTW00390> Message-ID: <20030313215024.GE15028@fsck.com> On Thu, Mar 13, 2003 at 04:39:56PM -0500, Michael K. Brown wrote: > Is there any way to improve the performance? > > New install of rt3, import of dumpfile via the 1.5 version of import > script. MySQL 3.23.45, perl 5.8, all dependencies satisfied. Well, not exactly all dependencies. RT3 _requires_ InnoDB tables if you're using mysql. You're very clearly using MyISAM tables. There's a massive performance hit when you use MyIASM tables. And since they don't support row-level locking, one bad query will hurt everyone. > Table Records Type Size > ACL 64 MyISAM 8.9 KB > Attachments 2,238 MyISAM 3.7 MB > CachedGroupMembers 8,107 MyISAM 748.4 KB > CustomFieldValues 325 MyISAM 23.2 KB > CustomFields 21 MyISAM 4.4 KB > GroupMembers 2,651 MyISAM 93.7 KB > Groups 3,129 MyISAM 442.8 KB > Links 83 MyISAM 28.7 KB > Principals 3,453 MyISAM 130.4 KB > Queues 3 MyISAM 4.4 KB > ScripActions 15 MyISAM 3.7 KB > ScripConditions 9 MyISAM 2.9 KB > Scrips 22 MyISAM 6.6 KB > Templates 9 MyISAM 5.0 KB > TicketCustomFieldValues 2,532 MyISAM 146.5 KB > Tickets 695 MyISAM 149.7 KB > Transactions 8,005 MyISAM 628.2 KB > Users 323 MyISAM 97.1 KB > sessions 1 MyISAM 9.9 KB > 19 table(s) 31,685 -- 6.1 MB -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From michael.k.brown at alcatel.com Thu Mar 13 17:01:14 2003 From: michael.k.brown at alcatel.com (Michael K. Brown) Date: Thu, 13 Mar 2003 17:01:14 -0500 Subject: [rt-users] rt-2-1-85: mysql performance ? In-Reply-To: <20030313215024.GE15028@fsck.com> Message-ID: <017801c2e9ac$11148780$d137788a@CAOTTW00390> Well, I guess I'll have to upgrade MySQL to support InnoDB tables then! DOH! Thanks for the help! Jesse, it's a compliment to you and your work on RT that I'm going through this much pain to upgrade to rt3! ;-) If you have a minute, could you point out to us listers the best way to support LDAP with rt3? That should probably be in the docs that get released with 3.0. Thanks again, and great job on rt3! It rocks! /Mike -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Thursday, March 13, 2003 4:50 PM To: Michael K. Brown Cc: 'Rt-Users' Subject: Re: [rt-users] rt-2-1-85: mysql performance ? On Thu, Mar 13, 2003 at 04:39:56PM -0500, Michael K. Brown wrote: > Is there any way to improve the performance? > > New install of rt3, import of dumpfile via the 1.5 version of import > script. MySQL 3.23.45, perl 5.8, all dependencies satisfied. Well, not exactly all dependencies. RT3 _requires_ InnoDB tables if you're using mysql. You're very clearly using MyISAM tables. There's a massive performance hit when you use MyIASM tables. And since they don't support row-level locking, one bad query will hurt everyone. > Table Records Type Size > ACL 64 MyISAM 8.9 KB > Attachments 2,238 MyISAM 3.7 MB > CachedGroupMembers 8,107 MyISAM 748.4 KB > CustomFieldValues 325 MyISAM 23.2 KB > CustomFields 21 MyISAM 4.4 KB > GroupMembers 2,651 MyISAM 93.7 KB > Groups 3,129 MyISAM 442.8 KB > Links 83 MyISAM 28.7 KB > Principals 3,453 MyISAM 130.4 KB > Queues 3 MyISAM 4.4 KB > ScripActions 15 MyISAM 3.7 KB > ScripConditions 9 MyISAM 2.9 KB > Scrips 22 MyISAM 6.6 KB > Templates 9 MyISAM 5.0 KB > TicketCustomFieldValues 2,532 MyISAM 146.5 KB > Tickets 695 MyISAM 149.7 KB > Transactions 8,005 MyISAM 628.2 KB > Users 323 MyISAM 97.1 KB > sessions 1 MyISAM 9.9 KB > 19 table(s) 31,685 -- 6.1 MB -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From cam2 at cornell.edu Thu Mar 13 17:10:19 2003 From: cam2 at cornell.edu (Christopher Manly) Date: Thu, 13 Mar 2003 17:10:19 -0500 Subject: [rt-users] RT3 mailgate questions In-Reply-To: References: Message-ID: Hi, Thanks for the pointers. I've got it figured out... comments below. At 11:40 AM -0800 3/13/03, seph wrote: > > I've had RT2 up and running successfully for a while, and I'm working >> on a new implementation based on RT3, and I have a couple of questions >> about the new httpd-based mailgate: > >my understanding, and I haven't stared at the mailgate yet, is that it >tries to post to the NoAuth portion of the RT wuib UI. Sure enough. Trace the code far enough, and the mailgate talks to /REST/1.0/NoAuth/mail-gateway. > > 1) The docs state that a user needs to be set up for the mailgate with >> permissions to create tickets, but nothing mentions how to configure >> the mailgate to use that user. How is that done? > >dunno, I think it'd be okay if you gave Everybody the rights, not sure >if you want to do that though. Otherwise, ISTR seeing a patch either >on rt-users or rt-devel that would make the mailgate supply a username >and password for for Apache's Basic Auth. For now, I've decided to just allow access to the aforementioned mail-gateway script from the local host without authentication. -- Christopher Manly Unix Systems Administrator CIT Systems & Operations 706 Rhodes Hall Ithaca, NY 14853 From canau at keka.KPNQwest.pt Thu Mar 13 18:17:17 2003 From: canau at keka.KPNQwest.pt (Carlos Canau) Date: Thu, 13 Mar 2003 23:17:17 +0000 Subject: [rt-users] rt-2-1-85: mysql performance ? In-Reply-To: <20030313205200.GB15028@fsck.com> References: <20030313193940.GB7336@ionia.eunet.pt> <20030313205200.GB15028@fsck.com> Message-ID: <20030313231717.GA8082@ionia.eunet.pt> I'm sorry... I'm no SQL expert :-/ On Thu, Mar 13, 2003 at 03:52:00PM -0500, Jesse Vincent wrote: > > Carlos, > What queries was it blocking on? # Time: 030313 17:13:44 # User at Host: root[root] @ localhost [] # Query_time: 5 Lock_time: 0 Rows_sent: 0 Rows_examined: 313971 SELECT DISTINCT main.* FROM Tickets main, Groups Groups_1, Principals Principals_2, CachedGroupMembers CachedGroupMembers_3, Principals Principals_4, Users Users_5 WHERE ((main.EffectiveId = main.id)) AND ((main.Type = 'ticket')) AND ( ( ( (Users_5.EmailAddress = '2108')AND(Groups_1.Domain = 'RT::Ticket-Role')AND(Groups_1.Type = 'Requestor')AND(Principals_2.PrincipalType = 'Group') ) ) AND ( (main.Status = 'open')OR(main.Status = 'new') ) ) AND Groups_1.Instance = main.id AND Groups_1.id = Principals_2.ObjectId AND Principals_2.id = CachedGroupMembers_3.GroupId AND CachedGroupMembers_3.MemberId = Principals_4.id AND Principals_4.ObjectId = Users_5.id ORDER BY main.Priority DESC LIMIT 25; > What mysql are you running? "plain" MySQL from RH 7.3 + all patches on update > Does it have support for innodb tables? :-) rh7.3 out of the box with mysql + patches :-)))) Then README from rt-2.1.85. > That sounds like an awful lot > of indices that you might need. Yes... I ended thinking that the extra indices might slow down some more somewhere. > Did you use mysql's 'EXPLAIN' > to see that your indices were all being used more efficiently? No. Will have to read more about it... I've just tried to use the more that I can "out-of-the-box" when I've stumbled into the 10 sec. delay between ticket browsing. I'm upgrading from rt2 in SPARC Solaris 7 to rt3 in x86 RH7.3... and ... it's slower with what would seem better hardware :-) > Thanks, > jesse > > On Thu, Mar 13, 2003 at 07:39:40PM +0000, Carlos Canau wrote: > > > > Hi, > > > > In my setup (*) I was waiting about 10 sec. to change from a ticket to > > the next on the tickets menu. After turning on log-slow-queries in > > mysqld I've tried the following indexes which drop the wait time to 5 > > sec. (which is still ... a lot ??). Can it be further optimized ? > > > > > > alter table Tickets add INDEX TypeINDEX(Type); > > alter table Tickets add INDEX StatusINDEX(Status); > > alter table Groups add INDEX DomainINDEX(Domain); > > alter table Groups add INDEX InstanceINDEX(Instance); > > alter table Groups add INDEX TypeINDEX(Type); > > alter table Principals add INDEX PrincipalsINDEX(PrincipalType); > > alter table CachedGroupMembers add INDEX GroupIdINDEX(GroupId); > > alter table CachedGroupMembers add INDEX MemberIdINDEX(MemberId); > > > > regards, > > > > > > > (*) > > - rt-2-1-85 > > - 9000 tickets imported from rt2 > > - 2x450MHz Pentium II Compaq 3000 server > > - RH 7.3 + last patches > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > -- > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Fri Mar 14 00:59:05 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 14 Mar 2003 15:59:05 +1000 Subject: [rt-users] rt2 almost works rt3 doesn't In-Reply-To: <71B89563D3D7D3118D390008C79F359DBEFD12@OLIVE> References: <71B89563D3D7D3118D390008C79F359DBEFD12@OLIVE> Message-ID: <20030314055905.GM479@luggage.internal.moreton.com.au> Shmulik Gazit wrote: > the only thing that doesn't work is sending email to CCs/AdminCC. > in the debug file I see an empty TO: field and the admin CCs are BCCed. > from config.pm I understand it should work (it doesn't matter if I put > "friendly" on 0 or 1). That's normal behaviour. RT's idea of an AdminCC is someone who is notified/copied on transactions. It doesn't bear any real relationship to the "Cc:" header in the email. This is generally desirable, to prevent requestors from short- circuiting the ticketing system and replying direct to staff. If you really want to change it, lib/RT/Action/Notify.pm is where you should look. CCs should appear in the "Cc:" header, however. > rt3's seems to be working well webwise but no ticket is opened, nor do I get > an error back to my mailbox. > I'm trying to find the $LogDir - didn't find it, so I put /tmp/rt.log > instead, but still nothing gets created even if I change the $LogToFile to > 1. See the section on Logging in RT_Config.pm. "1" is not a valid LogToFile value. You want one of the levels listed in RT_Config.pm. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Fri Mar 14 01:11:02 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 14 Mar 2003 16:11:02 +1000 Subject: [rt-users] Losing last line oddity In-Reply-To: <20030310142940.GB26852@deep-dark-truthful-mirror.pad> References: <20030310113005.GA21214@deep-dark-truthful-mirror.pad> <20030310133348.GE461@luggage.apana.org.au> <20030310142940.GB26852@deep-dark-truthful-mirror.pad> Message-ID: <20030314061102.GP479@luggage.internal.moreton.com.au> Simon Cozens wrote: > Adding a blank line works, in that the whole content comes through, although > the blank lines are trimmed. We're using postfix. OK, so the text is coming out of the database fine, but either the MTA or the tools talking to it are eating the last line. You said you had the same results with sendmail and sendmailpipe? I can't duplicate this using Sendmail. Try replacing /path/to/sendmail with a wrapper that logs exactly what it's passed. Is the last line making it to sendmail? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Fri Mar 14 01:22:01 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 14 Mar 2003 16:22:01 +1000 Subject: [rt-users] search tickets error In-Reply-To: <20030310103625.GE2221@telecom1.com> References: <20030310103625.GE2221@telecom1.com> Message-ID: <20030314062201.GQ479@luggage.internal.moreton.com.au> Brent Geach wrote: > Can't locate object method "CountAll" via package "RT::Tickets" at > /export/www/rt3/lib/RT/Tickets_Overlay.pm line 1698. What version of DBIx::SearchBuilder do you have? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From wash at wananchi.biz Fri Mar 14 04:24:14 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Fri, 14 Mar 2003 12:24:14 +0300 Subject: [rt-users] RT Time Zone In-Reply-To: <15984.44072.156769.622590@yertle.int.kciLink.com> References: <20030313155127.GA66625@ns2.wananchi.com> <15984.44072.156769.622590@yertle.int.kciLink.com> Message-ID: <20030314092414.GS39050@ns2.wananchi.com> * Vivek Khera [20030313 19:04]: wrote: > >>>>> "OW" == Odhiambo Washington writes: > > OW> I am looking for the correct Time Zone setting for RT on FreeBSD. > OW> I have Time Zone set to 'Africa/Nairobi' but I see that my tickets > OW> show every transaction to be 3 hours behind. I am at GMT +0300 > > That should be right, since it exists in /usr/share/zoneinfo. Is the > zone file correct? Hmm, what would "correct" mean? ;) I am lost about that. Perhaps it's not. I have this time difference even on my webmail interface (squirrelmail) and I am tempted to think it's still occuring elsewhere I've not noticed. 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 Fri Mar 14 08:04:30 2003 From: binand at gmx.net (Binand Raj S.) Date: Fri, 14 Mar 2003 18:34:30 +0530 Subject: [rt-users] Duplicate Tickets?? Message-ID: <20030314130430.GA31913@binand.cysphere.com> Can someone help me out of this mess? I use RT 2.0.15 with RHDB 2.1 (Postgres 7.2.3) as the backend. Today, while I tried to resolve a ticket, I got this: Status: Status could not be set to resolved. I found this in the database: tickets=# select id from tickets where id = 10622; id ------- 10622 10613 (2 rows) tickets=# update tickets set status = 'resolved' where id = 10622; ERROR: Cannot insert a duplicate key into unique index tickets_pkey Questions: Why is it showing me ticket 10613 for a query on 10622? How do I get out of this mess? Any help will be appreciated. (Now I find more tickets with the same problem, viz: tickets=# select id from tickets where id = 10613; id ------- 10613 10476 (2 rows) I feel the index has gone bust. How do I rebuild it?) Binand From binand at gmx.net Fri Mar 14 08:14:39 2003 From: binand at gmx.net (Binand Raj S.) Date: Fri, 14 Mar 2003 18:44:39 +0530 Subject: [rt-users] Duplicate Tickets?? In-Reply-To: <20030314130430.GA31913@binand.cysphere.com> References: <20030314130430.GA31913@binand.cysphere.com> Message-ID: <20030314131439.GA32050@binand.cysphere.com> Update: I ran this query in a loop, and found a total of twenty ticket IDs which return multiple rows for the select down there. Is this a postgres problem? Binand On Fri, Mar 14, 2003 at 06:34:30PM +0530, Binand Raj S. wrote: > tickets=# select id from tickets where id = 10622; > id > ------- > 10622 > 10613 > (2 rows) From ajharrison at gwi.net Fri Mar 14 08:51:26 2003 From: ajharrison at gwi.net (Andy Harrison) Date: Fri, 14 Mar 2003 08:51:26 -0500 (EST) Subject: [rt-users] 2.x > 3.x In-Reply-To: <20030312174017.GA15028@fsck.com> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- - ------------------------------------------------------------- On 12-Mar-2003, Jesse Vincent wrote message "Re: [rt-users] 2.x > 3.x" - ------------------------------------------------------------- > Interesting. That sort of sounds like a bug in DBD::pgsql's quoting > mechanism. > Ok, I tried to get by this simply by removing the ticket files from the dump directory that were causing problems. Now, after it's finished with that part, it starts spewing errors like this: Could not create scrip: $VAR1 = { 'Action' => 'Notify All Watchers As Comment', 'Template' => 'Correspondence', 'Condition' => 'On Comment' }; Could not create scrip: $VAR1 = { 'Action' => 'Notify All Watchers As Comment', 'Template' => 'Correspondence', 'Condition' => 'On Correspond' }; and also like this: Couldn't create link 255 appears to be a local object, but can't be found in the database$VAR1 = { 'Target' => 'fsck.com-rt:/ticket/255', 'Base' => 'fsck.com-rt:/ticket/257', 'LocalTarget' => 255, 'Creator' => '6', 'Type' => 'MemberOf', 'LastUpdatedBy' => '6', 'LocalBase' => 257, 'Created' => '2002-10-01 00:05:47+00', 'LastUpdated' => '2002-10-01 00:05:47+00' }; Couldn't create link 255 appears to be a local object, but can't be found in the database$VAR1 = { 'Target' => 'fsck.com-rt:/ticket/255', 'Base' => 'fsck.com-rt:/ticket/254', 'LocalTarget' => 255, 'Creator' => '6', 'Type' => 'MemberOf', 'LastUpdatedBy' => '6', 'LocalBase' => 254, 'Created' => '2002-10-01 00:05:47+00', 'LastUpdated' => '2002-10-01 00:05:47+00' }; Any ideas? - -- Andy Harrison Great Works Internet System Operations ajharrison at gwi.net RSA 1024 pgp key: http://www.nachoz.com/andy.pub -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQCVAwUBPnHeXVPEkLgodAWVAQEFtAQAqnRbsG78NyBz0+S1IDZADgLH/Nh7l7Eu 3P3zATQN4CrGiNLFIFL7I+JEp/cxPsj7G4hHWC06OMJMblR049hzXd8WkOBUyx5S x5ouTL1P9taznnN5P3NGuN/RJIXNm9QVoJGnVQODAmGAll/OrjG346Y1sjosvyfW XnA/dCDJBS4= =Hr0Q -----END PGP SIGNATURE----- From canau at keka.KPNQwest.pt Fri Mar 14 10:03:25 2003 From: canau at keka.KPNQwest.pt (Carlos Canau) Date: Fri, 14 Mar 2003 15:03:25 +0000 Subject: [rt-users] rt-2-1-85: mysql performance ? In-Reply-To: <20030313231717.GA8082@ionia.eunet.pt> References: <20030313193940.GB7336@ionia.eunet.pt> <20030313205200.GB15028@fsck.com> <20030313231717.GA8082@ionia.eunet.pt> Message-ID: <20030314150325.GA9704@ionia.eunet.pt> I've DROPped the INDEXes and ALTERed all tables to type INNODB. Performance is better but it still takes about 5 seconds to change between tickets. Should it be this way and should I upgrade the hardware or can mysql, innodb and rt3 be fine tuned to perform better ? An upgrade from RH7.3 to RH8.0 would help ?? Anyone wants to share experiences ??? Best regards, I'm sorry... I'm no SQL expert :-/ > > On Thu, Mar 13, 2003 at 03:52:00PM -0500, Jesse Vincent wrote: > > > > Carlos, > > What queries was it blocking on? > > # Time: 030313 17:13:44 > # User at Host: root[root] @ localhost [] > # Query_time: 5 Lock_time: 0 Rows_sent: 0 Rows_examined: 313971 > SELECT DISTINCT main.* FROM Tickets main, Groups Groups_1, Principals Principals_2, CachedGroupMembers CachedGroupMembers_3, Principals Principals_4, Users Users_5 WHERE ((main.EffectiveId = main.id)) AND ((main.Type = 'ticket')) AND ( ( ( (Users_5.EmailAddress = '2108')AND(Groups_1.Domain = 'RT::Ticket-Role')AND(Groups_1.Type = 'Requestor')AND(Principals_2.PrincipalType = 'Group') ) ) AND ( (main.Status = 'open')OR(main.Status = 'new') ) ) AND Groups_1.Instance = main.id AND Groups_1.id = Principals_2.ObjectId AND Principals_2.id = CachedGroupMembers_3.GroupId AND CachedGroupMembers_3.MemberId = Principals_4.id AND Principals_4.ObjectId = Users_5.id ORDER BY main.Priority DESC LIMIT 25; > > > > What mysql are you running? > > "plain" MySQL from RH 7.3 + all patches on update > > > Does it have support for innodb tables? > > :-) rh7.3 out of the box with mysql + patches :-)))) Then README from rt-2.1.85. > > > That sounds like an awful lot > > of indices that you might need. > > Yes... I ended thinking that the extra indices might slow down some more somewhere. > > > Did you use mysql's 'EXPLAIN' > > to see that your indices were all being used more efficiently? > > No. Will have to read more about it... I've just tried to use the more > that I can "out-of-the-box" when I've stumbled into the 10 sec. delay > between ticket browsing. > > I'm upgrading from rt2 in SPARC Solaris 7 to rt3 in x86 RH7.3... and > ... it's slower with what would seem better hardware :-) > > > > > > Thanks, > > jesse > > > > On Thu, Mar 13, 2003 at 07:39:40PM +0000, Carlos Canau wrote: > > > > > > Hi, > > > > > > In my setup (*) I was waiting about 10 sec. to change from a ticket to > > > the next on the tickets menu. After turning on log-slow-queries in > > > mysqld I've tried the following indexes which drop the wait time to 5 > > > sec. (which is still ... a lot ??). Can it be further optimized ? > > > > > > > > > alter table Tickets add INDEX TypeINDEX(Type); > > > alter table Tickets add INDEX StatusINDEX(Status); > > > alter table Groups add INDEX DomainINDEX(Domain); > > > alter table Groups add INDEX InstanceINDEX(Instance); > > > alter table Groups add INDEX TypeINDEX(Type); > > > alter table Principals add INDEX PrincipalsINDEX(PrincipalType); > > > alter table CachedGroupMembers add INDEX GroupIdINDEX(GroupId); > > > alter table CachedGroupMembers add INDEX MemberIdINDEX(MemberId); > > > > > > regards, > > > > > > > > > > > (*) > > > - rt-2-1-85 > > > - 9000 tickets imported from rt2 > > > - 2x450MHz Pentium II Compaq 3000 server > > > - RH 7.3 + last patches > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.fsck.com > > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > > -- > > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From hwagener at hamburg.fcb.com Fri Mar 14 10:07:28 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 14 Mar 2003 16:07:28 +0100 Subject: [rt-users] rt-2-1-85: mysql performance ? In-Reply-To: <20030314150325.GA9704@ionia.eunet.pt> Message-ID: Am Freitag, 14.03.03 um 16:03 Uhr schrieb Carlos Canau: > I've DROPped the INDEXes and ALTERed all tables to type INNODB. > Performance is better but it still takes about 5 seconds to change > between tickets. > > Should it be this way and should I upgrade the hardware or can mysql, > innodb and rt3 be fine tuned to perform better ? > > An upgrade from RH7.3 to RH8.0 would help ?? No! RedHat 8.0 is a rat's nest for other problems (apache/perl/modperl setup and versions don't seem to play nice with RT3 at the moment. I tend to blame RH for this these days...). Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From rich+rt at lafferty.ca Fri Mar 14 10:56:17 2003 From: rich+rt at lafferty.ca (Rich Lafferty) Date: Fri, 14 Mar 2003 10:56:17 -0500 Subject: [rt-users] rt-2-1-85: mysql performance ? In-Reply-To: References: <20030314150325.GA9704@ionia.eunet.pt> Message-ID: <20030314155617.GA1441@lafferty.ca> On Fri, Mar 14, 2003 at 04:07:28PM +0100, Harald Wagener wrote: > > No! RedHat 8.0 is a rat's nest for other problems (apache/perl/modperl > setup and versions don't seem to play nice with RT3 at the moment. I > tend to blame RH for this these days...). Don't blame Red Hat for using the wrong version. :-) For RT3, I'm pretty sure you want Apache 1.x and the stable mod_perl, not Apache 2.x and the development mod_perl 1.99. You should be able to install the RH7.3 Apache and mod_perl packages on a RH8.0 system. For the original poster, some ideas offhand: Make sure you're letting MySQL use sufficient resources. The default RH /etc/my.cnf is pretty puny, IIRC -- take a look at the examples in /usr/share/mysql or /usr/share/doc/mysql-server-VERSION/. You will probably want to base yours on the my-large.cnf example. Also, check for the other MySQL basics -- not doing full query logging, not doing binlogging unless you need it, staying safely out of swap, and so forth. -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 canau at keka.KPNQwest.pt Fri Mar 14 11:08:40 2003 From: canau at keka.KPNQwest.pt (Carlos Canau) Date: Fri, 14 Mar 2003 16:08:40 +0000 Subject: [rt-users] rt-2-1-85: mysql performance ? In-Reply-To: References: <20030314150325.GA9704@ionia.eunet.pt> Message-ID: <20030314160840.GA9797@ionia.eunet.pt> On Fri, Mar 14, 2003 at 04:07:28PM +0100, Harald Wagener wrote: > > Am Freitag, 14.03.03 um 16:03 Uhr schrieb Carlos Canau: > > >I've DROPped the INDEXes and ALTERed all tables to type INNODB. > >Performance is better but it still takes about 5 seconds to change > >between tickets. Nopes... I was wrong. What I observe from "feeling" and looking into the clock in the righthand of the screen: Ticket browsing: MyISAM (RH73-mysql-3.23.54a-3.73-default): +/- 10 sec INNODB (RH73-mysql-3.23.54a-3.73): +/- 7 sec INNODB + my INDEXes: +/- 5 sec > > > >Should it be this way and should I upgrade the hardware or can mysql, > >innodb and rt3 be fine tuned to perform better ? > > > >An upgrade from RH7.3 to RH8.0 would help ?? > > No! RedHat 8.0 is a rat's nest for other problems (apache/perl/modperl > setup and versions don't seem to play nice with RT3 at the moment. I > tend to blame RH for this these days...). Yikes!... luckily RH will drop support for it on the end of the year :->>> regards, What is the messageid field in the attachments database used for? I was hoping it stored the email messageid but that field is always blank. John -- <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From Adam.Clarke at StrategicData.com.au Fri Mar 14 16:43:26 2003 From: Adam.Clarke at StrategicData.com.au (Adam Clarke) Date: Sat, 15 Mar 2003 08:43:26 +1100 Subject: [rt-users] Losing last line oddity In-Reply-To: <20030310113005.GA21214@deep-dark-truthful-mirror.pad> References: <20030310113005.GA21214@deep-dark-truthful-mirror.pad> <20030310133348.GE461@luggage.apana.org.au> <20030310142940.GB26852@deep-dark-truthful-mirror.pad> <20030314061102.GP479@luggage.internal.moreton.com.au> Message-ID: <3E724CFE.4030107@StrategicData.com.au> I think I had the same problem at some point. If I recall correctly I had to back out one of the mail related .pm's to fix it. That was a while ago tho so you might want to make sure that you are on the latest version of everything first. Sorry my memory isn't better :( Simon Cozens wrote: > Adding a blank line works, in that the whole content comes through, > although the blank lines are trimmed. We're using postfix. From binand at gmx.net Sat Mar 15 08:28:17 2003 From: binand at gmx.net (Binand Raj S.) Date: Sat, 15 Mar 2003 18:58:17 +0530 Subject: [rt-users] Duplicate Tickets?? In-Reply-To: <20030314131439.GA32050@binand.cysphere.com> References: <20030314130430.GA31913@binand.cysphere.com> <20030314131439.GA32050@binand.cysphere.com> Message-ID: <20030315132817.GA2409@binand.cysphere.com> On Fri, Mar 14, 2003 at 06:44:39PM +0530, Binand Raj S. wrote: > Update: I ran this query in a loop, and found a total of twenty ticket > IDs which return multiple rows for the select down there. > > Is this a postgres problem? Sorry to keep on increasing my own thread, but I solved it finally. The backend indexes were corrupt, I guess (there was a power failure on the machine a week ago). I rebuilt the indexes (REINDEX DATABASE tickets FORCE;) and the problem went away. All doubts I have (do I need to reindex everytime an unclean shutdown is performed?) belong to a postgres list, I expect. Binand From dave at toad.net Sat Mar 15 12:27:42 2003 From: dave at toad.net (David C. Troy) Date: Sat, 15 Mar 2003 12:27:42 -0500 (EST) Subject: [rt-users] StockAnswers-like functionality for RT3.0 Message-ID: All -- Having investigated StockAnswers for RT 2.0, I'd like to implement similar functionality for RT 3.0. I have a couple of problems with the way StockAnswers was done previously: - Relies on storing answers in JavaScript - Answer templates are stored in the filesystem rather than the DB I think it would be cool to have a drop down in the "Update Ticket" screen that would let you: - select a canned reply from a list of titled inquiries - refresh screen with that canned reply populated into the text box The canned replies could either live in a new table, or they could be just Templates. I'm not sure of the religious implications of that choice. Anyway, this seems to me to be a simple way to get this sort of functionality without re-inventing the wheel too badly. Thoughts? I think this should be a standard feature in RT 3.x. Can we make it happen? Thanks, Dave ===================================================================== David C. Troy [dave at toad.net] 410-384-2500 Sales ToadNet - Want to go fast? 410-544-1329 FAX 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net From mrz at intelenet.net Sat Mar 15 12:34:15 2003 From: mrz at intelenet.net (matthew zeier) Date: Sat, 15 Mar 2003 09:34:15 -0800 Subject: [rt-users] StockAnswers-like functionality for RT3.0 References: Message-ID: <001c01c2eb19$19b77b40$0a16160a@desktop> > I have a couple of problems with the way StockAnswers was done previously: > > - Relies on storing answers in JavaScript I thought javascript was just the method to insert the stockanswer content into the ticket - how is it stored? > I think it would be cool to have a drop down in the "Update Ticket" screen > that would let you: > > - select a canned reply from a list of titled inquiries > - refresh screen with that canned reply populated into the text box Isn't this how stockanswers currently works? I already integrated stockanswers into RT3 (no code changes needed other than the html files for the stockanswers link). > Anyway, this seems to me to be a simple way to get this sort of > functionality without re-inventing the wheel too badly. Thoughts? I > think this should be a standard feature in RT 3.x. Can we make it happen? Ideally this is what RTFM will be able to do. That seems a better route than redoing stockanswers. - mz From jesse at bestpractical.com Sat Mar 15 12:34:47 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 15 Mar 2003 12:34:47 -0500 Subject: [rt-users] StockAnswers-like functionality for RT3.0 In-Reply-To: References: Message-ID: <20030315173447.GA15028@fsck.com> Your really, really want to have a look at RTFM, Best Practical's new Knowledge Base tool, that's currently in beta. Right now, the only bit that's different from how you describe it is that RTFM lets you search for articles from the "Update" page, rather than just giving you a dropdown list, but that's easy to customize. http://fsck.com/pub/rt/devel/rtfm-2-0-beta-2.tar.gz On Sat, Mar 15, 2003 at 12:27:42PM -0500, David C. Troy wrote: > > All -- > > Having investigated StockAnswers for RT 2.0, I'd like to implement similar > functionality for RT 3.0. > > I have a couple of problems with the way StockAnswers was done previously: > > - Relies on storing answers in JavaScript > - Answer templates are stored in the filesystem rather than the DB > > I think it would be cool to have a drop down in the "Update Ticket" screen > that would let you: > > - select a canned reply from a list of titled inquiries > - refresh screen with that canned reply populated into the text box > > The canned replies could either live in a new table, or they could be just > Templates. I'm not sure of the religious implications of that choice. > > Anyway, this seems to me to be a simple way to get this sort of > functionality without re-inventing the wheel too badly. Thoughts? I > think this should be a standard feature in RT 3.x. Can we make it happen? > > Thanks, > Dave > > ===================================================================== > David C. Troy [dave at toad.net] 410-384-2500 Sales > ToadNet - Want to go fast? 410-544-1329 FAX > 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From dave at toad.net Sat Mar 15 12:42:56 2003 From: dave at toad.net (David C. Troy) Date: Sat, 15 Mar 2003 12:42:56 -0500 (EST) Subject: [rt-users] StockAnswers-like functionality for RT3.0 In-Reply-To: <20030315173447.GA15028@fsck.com> Message-ID: OK, will do now. I had gotten a little different impression about what RTFM's place in the world was, but admittedly it sounds like it's the general idea I was discussing. Thanks for the quick reply. Regards, Dave ===================================================================== David C. Troy [dave at toad.net] 410-384-2500 Sales ToadNet - Want to go fast? 410-544-1329 FAX 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net On Sat, 15 Mar 2003, Jesse Vincent wrote: > Your really, really want to have a look at RTFM, Best Practical's new > Knowledge Base tool, that's currently in beta. Right now, the only bit > that's different from how you describe it is that RTFM lets you search > for articles from the "Update" page, rather than just giving you a > dropdown list, but that's easy to customize. > > http://fsck.com/pub/rt/devel/rtfm-2-0-beta-2.tar.gz > > > On Sat, Mar 15, 2003 at 12:27:42PM -0500, David C. Troy wrote: > > > > All -- > > > > Having investigated StockAnswers for RT 2.0, I'd like to implement similar > > functionality for RT 3.0. > > > > I have a couple of problems with the way StockAnswers was done previously: > > > > - Relies on storing answers in JavaScript > > - Answer templates are stored in the filesystem rather than the DB > > > > I think it would be cool to have a drop down in the "Update Ticket" screen > > that would let you: > > > > - select a canned reply from a list of titled inquiries > > - refresh screen with that canned reply populated into the text box > > > > The canned replies could either live in a new table, or they could be just > > Templates. I'm not sure of the religious implications of that choice. > > > > Anyway, this seems to me to be a simple way to get this sort of > > functionality without re-inventing the wheel too badly. Thoughts? I > > think this should be a standard feature in RT 3.x. Can we make it happen? > > > > Thanks, > > Dave > > > > ===================================================================== > > David C. Troy [dave at toad.net] 410-384-2500 Sales > > ToadNet - Want to go fast? 410-544-1329 FAX > > 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.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 les at futuresource.com Sat Mar 15 12:43:31 2003 From: les at futuresource.com (Les Mikesell) Date: Sat, 15 Mar 2003 11:43:31 -0600 Subject: [rt-users] StockAnswers-like functionality for RT3.0 References: <20030315173447.GA15028@fsck.com> Message-ID: <002e01c2eb1a$65238960$6401a8c0@mntp1.il.home.com> From: "Jesse Vincent" > Your really, really want to have a look at RTFM, Best Practical's new > Knowledge Base tool, that's currently in beta. Right now, the only bit > that's different from how you describe it is that RTFM lets you search > for articles from the "Update" page, rather than just giving you a > dropdown list, but that's easy to customize. > > http://fsck.com/pub/rt/devel/rtfm-2-0-beta-2.tar.gz Is there an overview of how this is supposed to work anywhere? I'm getting an error creating the articles and thought I'd wait for your next release to work on it, but I'd like to know how the tickets from RT relate to the articles from RTFM. Will it do some sort of matching on the new custom fields to find the likely choices? --- Les Mikesell les at futuresource.com From jesse at bestpractical.com Sat Mar 15 12:47:54 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 15 Mar 2003 12:47:54 -0500 Subject: [rt-users] StockAnswers-like functionality for RT3.0 In-Reply-To: <002e01c2eb1a$65238960$6401a8c0@mntp1.il.home.com> References: <20030315173447.GA15028@fsck.com> <002e01c2eb1a$65238960$6401a8c0@mntp1.il.home.com> Message-ID: <20030315174754.GB15028@fsck.com> On Sat, Mar 15, 2003 at 11:43:31AM -0600, Les Mikesell wrote: > From: "Jesse Vincent" > > > Your really, really want to have a look at RTFM, Best Practical's new > > Knowledge Base tool, that's currently in beta. Right now, the only bit > > that's different from how you describe it is that RTFM lets you search > > for articles from the "Update" page, rather than just giving you a > > dropdown list, but that's easy to customize. > > > > http://fsck.com/pub/rt/devel/rtfm-2-0-beta-2.tar.gz > > Is there an overview of how this is supposed to work anywhere? I'm > getting an error creating the articles and thought I'd wait for your next > release to work on it, but I'd like to know how the tickets from RT > relate to the articles from RTFM. So, if you don't report those errors, they won't get fixed. You should be posting error reports to rt-devel at lists.fsck.com >Will it do some sort of matching on the new custom fields to find the likely choices? Not currently, though we'd be thrilled to build something like that for a client. > --- > Les Mikesell > les at futuresource.com > > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Sat Mar 15 12:59:03 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 15 Mar 2003 12:59:03 -0500 Subject: [rt-users] StockAnswers-like functionality for RT3.0 In-Reply-To: References: <20030315173447.GA15028@fsck.com> Message-ID: <20030315175903.GD15028@fsck.com> On Sat, Mar 15, 2003 at 12:42:56PM -0500, David C. Troy wrote: > > OK, will do now. I had gotten a little different impression about what > RTFM's place in the world was, but admittedly it sounds like it's the > general idea I was discussing. Thanks for the quick reply. Like RT, RTFM fills several different roles. ;) > > Regards, > Dave > > ===================================================================== > David C. Troy [dave at toad.net] 410-384-2500 Sales > ToadNet - Want to go fast? 410-544-1329 FAX > 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Sat Mar 15 12:58:24 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 15 Mar 2003 12:58:24 -0500 Subject: [rt-users] [rt-announce] RT 3.0.0 Release Candidate 1 Message-ID: <20030315175824.GC15028@fsck.com> I'm pleased to announce RT 3.0.0 Release Candidate 1. Below is a draft of the high-level release notes for RT 3.0.0. The exact release date for 3.0.0 will be determined by feedback during the release-candidate process, but it's very close. The beta process has been amazingly smooth. Get your hot, fresh release candidate at: http://bestpractical.com/pub/rt/devel/rt-3-0-0rc1.tar.gz Best, Jesse RT 3.0.0 represents over a year of work extending and enhancing RT 2.0. It's a significant new release with major new features, including: * The new web interface is prettier, easier to use and also more standards compliant. * RT now includes a flexible "approvals" system that lets you define site-specific policies to require approval before certain classes of ticket can be resolved. * The mail gateway has been rebuilt to use an RPC mechanism to talk to your RT server, rather than needing to run setgid on your RT server. * Groups and access control have been completely reworked. * Group membership is now recursive, so you can create groups which contain other groups. * The installation process has been overhauled. Autoconf (./configure) make installation easier than ever before. * Users can now delegate their rights to other users. * Full "custom field" support has replaced RT 2.0's "keywords". Custom fields can now contain arbitrary text, as well as "Select from list". * RT now stores all data as Unicode internally, so it's much easier to work with multiple languages * RT's core and web interface has been fully internationalized. RT now speaks: English, French, German, Spanish, Portuguese, Dutch, Finnish, Czech, Russian, Japanese, Traditional Chinese, and Simplified Chinese. * RT even easier to extend than ever before: The API is much better documented, the web interface includes a new "Callbacks" mechanism to let you embed your own components without touching a line of RT's source code. The core libraries include a new "Overlay" system to let you override RT's core functionality at the subroutine level. * The 'scrips' system is even more powerful. Now administrators can create custom scrips right from RT's web interface. * RT 3.0 is much better tested than any previous release of RT. Each release must pass a suite of over 750 tests before being released to the public. * There's a full manual. * And, of course, there's lots more. -- 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 dave at toad.net Sat Mar 15 15:57:57 2003 From: dave at toad.net (David C. Troy) Date: Sat, 15 Mar 2003 15:57:57 -0500 (EST) Subject: [rt-users] StockAnswers-like functionality for RT3.0 In-Reply-To: <20030315175903.GD15028@fsck.com> Message-ID: Jesse, I have everything installed, seemingly OK. The links to delele and modify an article don't work. Is that to be expected at present or do I have something hosed? Thanks, Dave ===================================================================== David C. Troy [dave at toad.net] 410-384-2500 Sales ToadNet - Want to go fast? 410-544-1329 FAX 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net On Sat, 15 Mar 2003, Jesse Vincent wrote: > > > > On Sat, Mar 15, 2003 at 12:42:56PM -0500, David C. Troy wrote: > > > > OK, will do now. I had gotten a little different impression about what > > RTFM's place in the world was, but admittedly it sounds like it's the > > general idea I was discussing. Thanks for the quick reply. > > Like RT, RTFM fills several different roles. ;) > > > > > Regards, > > Dave > > > > ===================================================================== > > David C. Troy [dave at toad.net] 410-384-2500 Sales > > ToadNet - Want to go fast? 410-544-1329 FAX > > 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net > > > -- > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. > From canau at keka.KPNQwest.pt Sat Mar 15 17:09:26 2003 From: canau at keka.KPNQwest.pt (Carlos Canau) Date: Sat, 15 Mar 2003 22:09:26 +0000 Subject: [rt-users] rt-2-1-85: mysql performance ? In-Reply-To: <20030314160840.GA9797@ionia.eunet.pt> References: <20030314150325.GA9704@ionia.eunet.pt> <20030314160840.GA9797@ionia.eunet.pt> Message-ID: <20030315220926.GA12335@ionia.eunet.pt> On Fri, Mar 14, 2003 at 04:08:40PM +0000, Carlos Canau wrote: > On Fri, Mar 14, 2003 at 04:07:28PM +0100, Harald Wagener wrote: > > > > Am Freitag, 14.03.03 um 16:03 Uhr schrieb Carlos Canau: > > > > >I've DROPped the INDEXes and ALTERed all tables to type INNODB. > > >Performance is better but it still takes about 5 seconds to change > > >between tickets. > > Nopes... I was wrong. What I observe from "feeling" and looking into > the clock in the righthand of the screen: > > Ticket browsing: > > MyISAM (RH73-mysql-3.23.54a-3.73-default): +/- 10 sec > INNODB (RH73-mysql-3.23.54a-3.73): +/- 7 sec > INNODB + my INDEXes: +/- 5 sec I've upgraded from 3.23.54a to MySQL 4.0.11 (binaries from www.mysql.com): more or less 1-2 sec. improvement on ticket browsing. I'm still on the 3-4 sec. per ticket change. Hello, Following an advice from a frined who installed 3.0 on Madrake 9.0 (and is away for two weeks), I decided to try. I'm not an expert in linux/unix, and most of what I know is from reading manuals/internet data regarding what I'm trying to do. I installed Mandrake 9.0, the sendmail rpm, compiled apache 1.3 and modperl static as was written, and started the RT installtion. Jesse claimed that in 3.0: * The installation process has been overhauled. Autoconf (./configure) make installation easier than ever before. for somebody who tried to install 2.0 five times and never got it to work fully (on redHat 7.3), I didn't understand so much what was overhauled since it is basically the same test/install cpan song and dance all over again. It is beyond me why a software should download 2 dozens (at least?) of modules, that change every day, and even one of them can break your installtion, instead of coming ready for installation with tried and true modules. I just know that a windows app, as free as it may be, would have never been installed like that by anyone, no matter how much promise it held. test-dependencies/install couldn't install apache::session because apache:request didn't want to get installed, complaing about a db_file.pm that was missing in the @INC path. downloading it from cpan and trying to install revieled that I have to download and install Berkely_DB from some site. Now I'm sure that this is not the way to go since I haven't read it anywhere, but I did anyway, installed, got db_file installed and then tried apache::request again. It failed testing again and again when it wouldn't connect to the /usr/local/apache/bin/httpd that was running, on port 80, user=apache and group=rt, as was in httpd.conf (the whole apache tree is chown apache:rt). but I "make install" it anyway. My mysql is running, since I can connect to it with mysql and run queries. RT's installtion couldn't connect claiming: Password: DBI->connect(;host=localhost) failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) at //opt/rt3/sbin/rt-setup-database line 80 Failed to connect to dbi:mysql:;host=localhost as root: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) at //opt/rt3/sbin/rt-setup-database line 80, line 1. make: *** [initialize-database] Error 255 Is it that I didn't install MySQL correctly, or something is missing with the dependencies? did anybody install on a Mandrake 9.0 and has full installation notes from the CD insertion to full RT working? I can't even begin to describe how frustrated I am with all this... thanks in advance, /Shmulik. Shmulik Gazit Application Engineer Olive Software LTD. http://www.olivesoftware.com Phone: +972-9-7643525 Direct: +972-9-7643510 Cell: +972-54-483949 Fax: +972-9-7643526 ICQ: 4262850 MSN: shmulikgazit at hotmail.com YahooM: shmulikgazit at yahoo.com AOL: ShmulikGZ From stewart.james at vu.edu.au Mon Mar 17 00:54:26 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Mon, 17 Mar 2003 16:54:26 +1100 (EST) Subject: [rt-users] rt3 - LookupExternalUserInfo and LDAP auth Message-ID: Attached is a file User_Local.pm Drop is it to yout /opt/rt3/lib/RT directory, read the top of the file. This is a modification from (I think) Marcelo Bartsch, I just had to make a few changes to work on my system, basically tries a local auth, then an LDAP auth, hopefully there is not any security issue from what I have done, but if there is I hope someone spots it. Not extensivley tested in rt3. But so far seems to be ok for me. I have rt2 getting information from LDAP when someone sends an email to rt, they were lookedup in LDAP and the username in LDAP associated with the email address in their account - basically it patched LookupExternalUserInfo. I have tried to do the same thing in rt3, but fouind that the Auth::MailFrom seems to do it's own thing (has it's own GetCurrentUser(?) that never makes use of the LookupExternalUserInfo. I have tried to create a Auth::LDAPMail Module, but have not had much luck. Has anyone else got this sort of thing happening in rt3 yet? I only want people who use the system to be imported so rt-import.pl is not what I am after (although it does not take match to get that owkring with rt3 - I tested that too). ANyone with anyideas? Thanks, Stewart -------------- next part -------------- A non-text attachment was scrubbed... Name: User_Local.pm Type: application/x-perl Size: 3328 bytes Desc: URL: From cec2000 at mail.ru Mon Mar 17 08:31:16 2003 From: cec2000 at mail.ru (Sergey Gurov) Date: Mon, 17 Mar 2003 16:31:16 +0300 Subject: [rt-users] DBIx-SearchBuilder - sort order In-Reply-To: <3E6E8FDA.6090801@wolfram.com> Message-ID: <23B4AF417194094BA23A306FE0D4211E5247DF@zforum.bacint.ru> Jesse, looks like it is time to take money for painting as Tom Soyer did :) Sergey. >-----Original Message----- >From: Grant DeGraw [mailto:grant at wolfram.com] >Sent: Wednesday, March 12, 2003 4:40 AM >To: Jesse Vincent >Cc: Sergey Gurov; rt-users at lists.fsck.com; rt-devel at lists.fsck.com >Subject: Re: [rt-users] DBIx-SearchBuilder - sort order > > >Diff to SearchBuilder 0.8 attached. > >OrderBy behaves as in the standard release. >MultiOrderBy behaves the same as OrderBy but on multiple fields, e.g.: > >MultiOrderBy( { FIELD => 'Subject' }, > { FIELD => 'Owner', ORDER => 'DESC'} ); > > >-Grant > > >Jesse Vincent wrote: >> >> >> >> On Tue, Mar 04, 2003 at 10:21:27AM +0300, Sergey Gurov wrote: >> >>>Just to clarify. I wonder is there any way in DBIx-SearchBuilder to >>>order query results by more than one field? >>>As I understand it is Jessy's creature so may be it makes >sense to add >>>this feature if it is missed? >> >> >> I wouldn't object to a patch to DBIx::SearchBuilder to do just that. >> >> >>>Thanks, >>>Sergey. > From rainer at ultra-secure.de Mon Mar 17 08:56:33 2003 From: rainer at ultra-secure.de (Rainer Duffner) Date: Mon, 17 Mar 2003 14:56:33 +0100 Subject: [rt-users] Re: Installation of 3.0 RC1 - no go. In-Reply-To: <71B89563D3D7D3118D390008C79F359DBEFD66@OLIVE> References: <71B89563D3D7D3118D390008C79F359DBEFD66@OLIVE> Message-ID: <20030317135633.40823.qmail@bsd.ultra-secure.de> Shmulik Gazit writes: > > for somebody who tried to install 2.0 five times and never got it to work > fully (on redHat 7.3), I didn't understand so much what was overhauled since > it is basically the same test/install cpan song and dance all over again. It > is beyond me why a software should download 2 dozens (at least?) of modules, > that change every day, and even one of them can break your installtion, > instead of coming ready for installation with tried and true modules. That would only work with one OS. And if you have the modules allready, you'd waste space and compilcate everything even more so. > I just > know that a windows app, as free as it may be, would have never been > installed like that by anyone, no matter how much promise it held. I cannot comment on 3.0, but I tried to install 2.0.14 on several OSs several times before I came to success. The problem(s) could be: - your Linux-distribution has heavily modified the PERL-version is delivers on CD, so that it works better with its own packaging system. -> SuSE 7.2 had this problem for me. The "solution" was to compile a PERL in /usr/local/perl from source - the PERL your distribution/OS comes with is too old -> (like the PERL from FreeBSD 4.x). Again, installing a newer PERL in a different location helps In the end, I installed perl5.6 from FreeBSD-ports and the missing modules via ports and the RT-install script. It worked instantly. There's now a FreeBSD-port for 2.0.x that is supposed to install everything automatically, but I haven't tried that. Rainer -- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Rainer Duffner Munich rainer at ultra-secure.de Germany http://www.i-duffner.de Freising ======================================== All HTML-Mail goes to my pre-trash bin ! Send plain-text mail for faster answers. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ From ajharrison at gwi.net Mon Mar 17 10:15:03 2003 From: ajharrison at gwi.net (Andy Harrison) Date: Mon, 17 Mar 2003 10:15:03 -0500 (EST) Subject: [rt-users] 2.x > 3.x In-Reply-To: <20030312174017.GA15028@fsck.com> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- - ------------------------------------------------------------- On 12-Mar-2003, Jesse Vincent wrote message "Re: [rt-users] 2.x > 3.x" - ------------------------------------------------------------- > > > > On Wed, Mar 12, 2003 at 03:00:03PM +0000, Aaron Wilson wrote: >> >> >>>>> On Wed, 12 Mar 2003, "Andy" == Andy Harrison wrote: >> >> Andy> rt2 db. Used rt-2.0-to-dumpfile to create the rt dump. Started >> Andy> running the dumpfile-to-rt-3.0 and it looked like it was going to >> Andy> work, but hit a snag. Any clues on this one? >> >> Andy> (my theory is that it's just refusing to import an attachment with >> Andy> the word 'obtundent' in it... ;) >> >> The upgrade script doesn't correctly quote the Content part for the >> postgresql type bytea (I think \ needs to be \\\\ amoung other things). > > Interesting. That sort of sounds like a bug in DBD::pgsql's quoting > mechanism. Ok, just for fun, I went ahead and installed mysql and set it up (with rt-2-1-87) and tried the import again. It only bombed out on 3 or 4 tickets and they were 100000+ lines. But after the last ticket was imported, it gave similar errors than when I removed the "bad" tickets while importing into postgres. Could not create scrip: $VAR1 = { 'Action' => 'Notify All Watchers As Comment', 'Template' => 'Correspondence', 'Condition' => 'On Comment' }; Could not create scrip: $VAR1 = { 'Action' => 'Notify All Watchers As Comment', 'Template' => 'Correspondence', 'Condition' => 'On Correspond' }; Could not create scrip: $VAR1 = { 'Action' => 'Notify All Watchers As Comment', 'Template' => 'Resolved', 'Condition' => 'On Resolve' }; Could not create scrip: $VAR1 = { 'Action' => 'Notify All Watchers As Comment', 'Template' => 'Correspondence', 'Condition' => 'On Correspond' }; Could not create scrip: $VAR1 = { 'Action' => 'Notify All Watchers', 'Template' => 'Resolved', 'Condition' => 'On Resolve' }; Could not create scrip: $VAR1 = { 'Action' => 'Notify All Watchers', 'Template' => 'Transaction', 'Condition' => 'On Create' }; Could not create scrip: $VAR1 = { 'Action' => 'Notify All Watchers', 'Template' => 'Correspondence', 'Condition' => 'On Comment' }; Could not create scrip: $VAR1 = { 'Action' => 'Notify All Watchers As Comment', 'Template' => 'Resolved', 'Condition' => 'On Resolve' }; Could not create scrip: $VAR1 = { 'Action' => 'Notify All Watchers As Comment', 'Template' => 'Correspondence', 'Condition' => 'On Correspond' }; Could not create scrip: $VAR1 = { 'Action' => 'Notify All Watchers As Comment', 'Template' => 'escalation-resolved', 'Condition' => 'On Resolve' }; Could not create scrip: $VAR1 = { 'Action' => 'Notify All Watchers As Comment', 'Template' => 'Correspondence', 'Condition' => 'On Correspond' }; Could not create scrip: $VAR1 = { 'Action' => 'Notify AdminCcs', 'Template' => 'Transaction', 'Condition' => 'On Status' }; Could not create scrip: $VAR1 = { 'Action' => 'Notify All Watchers As Comment', 'Template' => 'Correspondence', 'Condition' => 'On Correspond' }; Couldn't create link 255 appears to be a local object, but can't be found in the database$VAR1 = { 'Target' => 'fsck.com-rt:/ticket/255', 'Base' => 'fsck.com-rt:/ticket/257', 'LocalTarget' => 255, 'Creator' => '6', 'Type' => 'MemberOf', 'LastUpdatedBy' => '6', 'LocalBase' => 257, 'Created' => '2002-10-01 00:05:47+00', 'LastUpdated' => '2002-10-01 00:05:47+00' }; Couldn't create link 255 appears to be a local object, but can't be found in the database$VAR1 = { 'Target' => 'fsck.com-rt:/ticket/255', 'Base' => 'fsck.com-rt:/ticket/254', 'LocalTarget' => 255, 'Creator' => '6', 'Type' => 'MemberOf', 'LastUpdatedBy' => '6', 'LocalBase' => 254, 'Created' => '2002-10-01 00:05:47+00', 'LastUpdated' => '2002-10-01 00:05:47+00' }; Couldn't create link 255 appears to be a local object, but can't be found in the database$VAR1 = { 'Target' => 'fsck.com-rt:/ticket/255', 'Base' => 'fsck.com-rt:/ticket/247', 'LocalTarget' => 255, 'Creator' => '6', 'Type' => 'MemberOf', 'LastUpdatedBy' => '6', 'LocalBase' => 247, 'Created' => '2002-10-01 00:05:47+00', 'LastUpdated' => '2002-10-01 00:05:47+00' }; Couldn't create link 255 appears to be a local object, but can't be found in the database$VAR1 = { 'Target' => 'fsck.com-rt:/ticket/255', 'Base' => 'fsck.com-rt:/ticket/245', 'LocalTarget' => 255, 'Creator' => '6', 'Type' => 'MemberOf', 'LastUpdatedBy' => '6', 'LocalBase' => 245, 'Created' => '2002-10-01 00:05:47+00', 'LastUpdated' => '2002-10-01 00:05:47+00' }; Couldn't create link 255 appears to be a local object, but can't be found in the database$VAR1 = { 'Target' => 'fsck.com-rt:/ticket/255', 'Base' => 'fsck.com-rt:/ticket/242', 'LocalTarget' => 255, 'Creator' => '6', 'Type' => 'MemberOf', 'LastUpdatedBy' => '6', 'LocalBase' => 242, 'Created' => '2002-10-01 00:05:48+00', 'LastUpdated' => '2002-10-01 00:05:48+00' }; Couldn't create link 255 appears to be a local object, but can't be found in the database$VAR1 = { 'Target' => 'fsck.com-rt:/ticket/255', 'Base' => 'fsck.com-rt:/ticket/240', 'LocalTarget' => 255, 'Creator' => '6', 'Type' => 'MemberOf', 'LastUpdatedBy' => '6', 'LocalBase' => 240, 'Created' => '2002-10-01 00:05:48+00', 'LastUpdated' => '2002-10-01 00:05:48+00' }; Couldn't create link 255 appears to be a local object, but can't be found in the database$VAR1 = { 'Target' => 'fsck.com-rt:/ticket/255', 'Base' => 'fsck.com-rt:/ticket/239', 'LocalTarget' => 255, 'Creator' => '6', 'Type' => 'MemberOf', 'LastUpdatedBy' => '6', 'LocalBase' => 239, 'Created' => '2002-10-01 00:05:48+00', 'LastUpdated' => '2002-10-01 00:05:48+00' }; Couldn't create link 255 appears to be a local object, but can't be found in the database$VAR1 = { 'Target' => 'fsck.com-rt:/ticket/255', 'Base' => 'fsck.com-rt:/ticket/267', 'LocalTarget' => 255, 'Creator' => '6', 'Type' => 'MemberOf', 'LastUpdatedBy' => '6', 'LocalBase' => 267, 'Created' => '2002-10-02 18:58:31+00', 'LastUpdated' => '2002-10-02 18:58:31+00' }; Couldn't create link 255 appears to be a local object, but can't be found in the database$VAR1 = { 'Target' => 'fsck.com-rt:/ticket/255', 'Base' => 'fsck.com-rt:/ticket/265', 'LocalTarget' => 255, 'Creator' => '6', 'Type' => 'MemberOf', 'LastUpdatedBy' => '6', 'LocalBase' => 265, 'Created' => '2002-10-03 18:26:11+00', 'LastUpdated' => '2002-10-03 18:26:11+00' }; - -- Andy Harrison Great Works Internet System Operations ajharrison at gwi.net RSA 1024 pgp key: http://www.nachoz.com/andy.pub -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQCVAwUBPnXmdlPEkLgodAWVAQHDrwP/VDsjKaSj0PR4v4kASixIsrwgem9SoFz/ wVBXggvRlLci7VfGanwIDEsQklY/SzQFfIt+4CPhFlsxkRt5xniOfz0fkOmbW/rV kb6aHcPNivJOqMP13crO6WArObiXRIUVgiEYxGUMCJGnObGtPOCrteUEf8mAqFa2 Q2OVuMmHcPU= =hJ/3 -----END PGP SIGNATURE----- From hwagener at hamburg.fcb.com Mon Mar 17 10:49:17 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Mon, 17 Mar 2003 16:49:17 +0100 Subject: [rt-users] Installation of 3.0 RC1 - no go. In-Reply-To: <71B89563D3D7D3118D390008C79F359DBEFD66@OLIVE> Message-ID: <02AA3BB0-5890-11D7-BEB7-003065DC18B8@hamburg.fcb.com> Am Sonntag, 16.03.03 um 22:21 Uhr schrieb Shmulik Gazit: > > > Hello, > > Following an advice from a frined who installed 3.0 on Madrake 9.0 > (and is > away for two weeks), I decided to try. I'm not an expert in > linux/unix, and > most of what I know is from reading manuals/internet data regarding > what I'm > trying to do. > > I installed Mandrake 9.0, the sendmail rpm, compiled apache 1.3 and > modperl > static as was written, and started the RT installtion. > > Jesse claimed that in 3.0: > * The installation process has been overhauled. Autoconf > (./configure) make installation easier than ever before. And it does. You can specify a lot of the distribution specific features (i.e., which user apache runs as) as a configure option, whereas You had to munge the Makefile before. Autoconf is no magic bullet for installation problems, though. > for somebody who tried to install 2.0 five times and never got it to > work > fully (on redHat 7.3), I didn't understand so much what was overhauled > since > it is basically the same test/install cpan song and dance all over > again. As someone who installed 2.0 successfully on diferent RH 7.x releases, I thought the RT installation was explained very well in the documentation. I never had any problems with RT that could not be helped by the friendly people partaking this or the rt-devel list pointing me to the right spots in the documentation and/or contrib areas. > It > is beyond me why a software should download 2 dozens (at least?) of > modules, > that change every day, and even one of them can break your installtion, > instead of coming ready for installation with tried and true modules. 'make testdeps' finds out if tried and true modules are available. 'make fixdeps' installs them the perl way - which is quite appropriate for a perl based program like RT. locking down on one flavor of unix, or distribution, like one of the BSDs or one of the Linux distribution, would greatly limit RT's appeal for me. I mean, it can even run on OSX (IIRC, jesse's main development box is an apple powerbook or somesuch). > I just > know that a windows app, as free as it may be, would have never been > installed like that by anyone, no matter how much promise it held. Please keep in mind that RT is not a windows application, but a piece of server software. It is a compley piece of software dpending on a lot of other stuff enabling it to do it's complex stuff(trouble ticketing is not easy). It is intended to be used by people having enough experience to ask questions in a friendly manner at the right places. This is one such place. > test-dependencies/install couldn't install apache::session because > apache:request didn't want to get installed, The problems with apreq are documented ( check the mailing list archives). It comes up now and again, and You are not the only one bitten by this. > complaing about a db_file.pm > that was missing in the @INC path. downloading it from cpan and trying > to > install revieled that I have to download and install Berkely_DB from > some > site. That would be the www.sleepycat.com site, yes? AFAIK, the Berkeley db comes as an RPM for Mandrake 9.0 as well. See (danger, URL broken by line wrapping) http://speakeasy.rpmfind.net/linux/rpm2html/ search.php?query=db3&submit=Search+...&system=mandrake&arch= for details. speakeasy.rpmfind.net is a great source to find out if RPMs for Your distribution and software package are available. > Now I'm sure that this is not the way to go since I haven't read it > anywhere, but I did anyway, installed, got db_file installed and then > tried > apache::request again. It failed testing again and again this probably means that You did not installed, which in turn means RT is missing one of it's prerequisites it needs for running properly. Did You try a 'force install'? Did You try a manual installation of the apreq package? > when it wouldn't > connect to the /usr/local/apache/bin/httpd that was running, on port > 80, > user=apache and group=rt, as was in httpd.conf (the whole apache tree > is > chown apache:rt). but I "make install" it anyway. What did You 'make install'? The apreq or RT? RT won't run without apreq. Which version of apache did You compile? Apache 2.0.x won't be doing very well at the moment. > My mysql is running, since I can connect to it with mysql and run > queries. > RT's installtion couldn't connect claiming: > > Password: DBI->connect(;host=localhost) failed: Can't connect to local > MySQL > server through socket '/var/lib/mysql/mysql.sock' (2) at > //opt/rt3/sbin/rt-setup-database line 80 > Failed to connect to dbi:mysql:;host=localhost as root: Can't connect > to > local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) at > //opt/rt3/sbin/rt-setup-database line 80, line 1. > make: *** [initialize-database] Error 255 What is the output od 'make testdeps'? What does 'ls -l /var/lib/mysql.sock' return? > Is it that I didn't install MySQL correctly, or something is missing > with > the dependencies? > > did anybody install on a Mandrake 9.0 and has full installation notes > from > the CD insertion to full RT working? Sorry, can't help You with that. But I got RT 3.0.0rc1 'mostly working' on RedHat 8.0, and that also included a lot of struggle (check the archives...). I guess that the remaining problems are self-inflicted also, since a lot of other people seem to be running RT-3.0 in production-level test setups (means: it's a test environment for them - it would be a production environment for me). Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From ipswitch at apk.net Mon Mar 17 12:58:55 2003 From: ipswitch at apk.net (Stuart Krivis) Date: Mon, 17 Mar 2003 12:58:55 -0500 Subject: [rt-users] looking for escalation script In-Reply-To: <004c01c2e967$eb7f0a70$6b02a8c0@rplaptop> References: <004c01c2e967$eb7f0a70$6b02a8c0@rplaptop> Message-ID: <524261796.1047905935@[10.1.3.2]> --On Thursday, March 13, 2003 7:53 AM -0600 Randy Paries wrote: > Hello, > > I am looking for a script that escalates by ticket age. > > I went on the contrib site and found under rt-addons an escalator , > but it is based on due dates The one I'm using that I got from contrib just goes through and increments the priority. You could then setup a scrip action to trigger when the priority goes over X. (And there's EscalatePriority in contrib already...) From ipswitch at apk.net Mon Mar 17 14:42:42 2003 From: ipswitch at apk.net (Stuart Krivis) Date: Mon, 17 Mar 2003 14:42:42 -0500 Subject: [rt-users] RT 3, lack of CLI, and escalation? Message-ID: <530489281.1047912162@[10.1.3.2]> Maybe I missed this, but... I use Jesse's escalator script to escalate Priority. It depends upon the CLI. I also see that there is a sql_rt2_escalator that Fred Reimer did. It appears the switching would get around my need for the CLI. Has anyone made a switch from Jesse's script to Fred's? Is the functionality equivalent? From lists at flothow.de Mon Mar 17 16:09:54 2003 From: lists at flothow.de (Sebastian Flothow) Date: Mon, 17 Mar 2003 22:09:54 +0100 Subject: [rt-users] Final Priority missing on Bulk Update page Message-ID: Hi, I just tried to reprioritize a bunch of tickets, and noticed that there's no box for the final priority - how can I add it? RT 2.0.15. Sebastian -- Sebastian Flothow sebastian at flothow.de #include From vcagud at chikka.org Tue Mar 18 03:48:14 2003 From: vcagud at chikka.org (vince cagud) Date: Tue, 18 Mar 2003 16:48:14 +0800 Subject: [rt-users] wrong reply-to on postfix-virtualhosts-RT2-AdminWatchers Message-ID: <3E76DD4E.4070104@chikka.org> hello. i have a RH8.0 machine with the stock Postfix, and RT2 and it's running. i use a virtualhost for the email address however, so the machine name is not the domain name of the rt subsystem. the problem is, when i add AdminWatchers and the scrips for notifyoncreate kicks in, i get the machine name as the domain on the reply-to and the From parts of the header. i'd like it to have the proper RT system domain. am i missing something out? thanks. -- vince. here are the details : Machine Name : pollux.chikka.ph RT Domain name : rt.chikka.ph Admin Watcher: vcagud at chikka.com Here is the notify email sent to AdminWatcher upon ticket creation: -------------------------------------- Return-Path: Delivered-To: vince at caladan.chikka.ph Received: from localhost (localhost.localdomain [127.0.0.1]) by caladan.chikka.ph (Postfix) with ESMTP id 34113455ED2 for ; Tue, 18 Mar 2003 16:42:48 +0800 (PHT) Received: from three.chikka.com (a-209-10-203-100.chikka.com [209.10.203.100]) by caladan.chikka.ph (Postfix) with ESMTP id 88C86455E91 for ; Tue, 18 Mar 2003 16:42:45 +0800 (PHT) Received: from caladan.chikka.ph ([202.164.182.35]) by three.chikka.com (8.11.6+Sun/8.10.2) with ESMTP id h2I8LWX13887 for ; Tue, 18 Mar 2003 08:21:32 GMT Received: from localhost (localhost.localdomain [127.0.0.1]) by caladan.chikka.ph (Postfix) with ESMTP id 7B873455EE4 for ; Tue, 18 Mar 2003 16:42:43 +0800 (PHT) Received: from pollux.chikka.ph (unknown [192.168.0.71]) by caladan.chikka.ph (Postfix) with ESMTP id D0811455ED2 for ; Tue, 18 Mar 2003 16:42:39 +0800 (PHT) Received: by pollux.chikka.ph (Postfix, from userid 99) id 2EDB11CF20A; Tue, 18 Mar 2003 04:17:16 -0500 (EST) Subject: [rt.chikka.ph #8] latest test From: "vince cagud via RT" Reply-To: vince at pollux.chikka.ph In-Reply-To: Message-ID: Precedence: bulk X-RT-Loop-Prevention: rt.chikka.ph RT-Ticket: rt.chikka.ph #8 Managed-by: RT 2.0.15 (http://bestpractical.com/rt/) RT-Originator: vcagud at incrediblyez.com Date: Tue, 18 Mar 2003 04:17:16 -0500 (EST) To: undisclosed-recipients: ; X-Virus-Scanned: by AMaViS perl-11 Tue Mar 18 17:17:15 2003: Request 8 was acted upon. Transaction: Ticket created by vcagud at incrediblyez.com Queue: vince Subject: latest test Owner: Nobody Requestors: vcagud at incrediblyez.com Status: new Ticket ------------------------------------------------------------------------- hi. this is my latest complaint. From pape-rt at inf.fu-berlin.de Tue Mar 18 05:13:02 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Tue, 18 Mar 2003 11:13:02 +0100 Subject: [rt-users] RT3: perl sbin/rt-test-dependencies not working Message-ID: <2147483647.1047985982@[10.0.255.35]> Can anyone help me here? I installed perl 5.8.0 from source on a debian (woody) system in a separate location. After this I tried to follow the instructions in the rt3 README to install perl modules with cpan. When I start perl sbin/rt-test-dependencies --with-mysql --with-modperl1 --install I get a syntax error in CPAN/FirstTime.pm (log output.txt attached), so I cannot use the --install options to solve all dependencies. Before I go by hand, is this a known error in rt3(rc1) or in perl? Is there a fix? Regards, Dirk Pape. From pape-rt at inf.fu-berlin.de Tue Mar 18 05:31:02 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Tue, 18 Mar 2003 11:31:02 +0100 Subject: [rt-users] RT3: perl sbin/rt-test-dependencies not working In-Reply-To: <2147483647.1047985982@[10.0.255.35]> References: <2147483647.1047985982@[10.0.255.35]> Message-ID: <2147483647.1047987062@[10.0.255.35]> I forgot to attach the log. --Am Dienstag, 18. M?rz 2003 11:13 Uhr +0100 schrieb Dirk Pape : > Can anyone help me here? > > I installed perl 5.8.0 from source on a debian (woody) system in a > separate location. After this I tried to follow the instructions in the > rt3 README to install perl modules with cpan. > > When I start > > perl sbin/rt-test-dependencies --with-mysql --with-modperl1 --install > > I get a syntax error in CPAN/FirstTime.pm (log output.txt attached), so I > cannot use the --install options to solve all dependencies. > > Before I go by hand, is this a known error in rt3(rc1) or in perl? Is > there a fix? > > Regards, > Dirk Pape. > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- pape at es:~/adm/rt-3-0-0rc1[11:06:57]$ perl sbin/rt-test-dependencies --with-mysql --with-modperl1 --install MASON dependencies: Params::Validate 0.02...MISSING Number found where operator expected at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 465, near "<= 60 && -s _ > 0" (Missing operator before 0?) syntax error at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 465, near "<= 60 && -s _ > 0" Global symbol "$mby" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 477. Global symbol "$overwrite_local" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 478. Global symbol "$mby" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 479. Global symbol "$mby" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 481. Global symbol "$m" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 481. Global symbol "$mby" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 481. Global symbol "$overwrite_local" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 482. Global symbol "$mby" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 483. Global symbol "$mby" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 484. Global symbol "$mby" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 487. Global symbol "$m" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 487. Global symbol "$mby" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 487. Global symbol "$mby" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 488. Global symbol "$loopcount" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 488. Global symbol "$mby" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 489. Global symbol "$mby" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 492. Global symbol "$m" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 492. Global symbol "$mby" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 492. Global symbol "$loopcount" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 493. Global symbol "$mby" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 494. Global symbol "$mby" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 495. Global symbol "$mby" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 498. Global symbol "$m" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 498. Global symbol "$mby" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 498. Global symbol "$mby" requires explicit package name at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 503. syntax error at /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm line 505, near "}" /export/perl-5.8.0/lib/5.8.0/CPAN/FirstTime.pm has too many errors. Compilation failed in require at /export/perl-5.8.0/lib/5.8.0/CPAN.pm line 1182. From anders at nuaccess.net Tue Mar 18 08:47:03 2003 From: anders at nuaccess.net (Anders Karlsson) Date: Tue, 18 Mar 2003 13:47:03 +0000 Subject: [rt-users] Creating templates Message-ID: <200303181347.03923.anders@nuaccess.net> Hi all, I'm trying to create an email template that would output an nice email width all the information that is in the ticket, all the transactions from the start and up.. I've not been able to locate any good source of information of what "objects" that are avaible when creating an template.. Firstly, is it possible to make such a template ? Any help is appricieated, as I'm much better in PHP than PERL :) //Anders -- Have you hugged your firewall today? No spam, thanks. -------------------------------------------------------- Are you the police? . . . . No ma'am, we're sysadmins. anders at nuaccess.net From anders at nuaccess.net Tue Mar 18 08:48:11 2003 From: anders at nuaccess.net (Anders Karlsson) Date: Tue, 18 Mar 2003 13:48:11 +0000 Subject: [rt-users] help needed creating templates Message-ID: <200303181348.11316.anders@nuaccess.net> Hi all, I'm trying to create an email template that would output an nice email width all the information that is in the ticket, all the transactions from the start and up.. I've not been able to locate any good source of information of what "objects" that are avaible when creating an template.. Firstly, is it possible to make such a template ? Any help is appricieated, as I'm much better in PHP than PERL :) //Anders -- Have you hugged your firewall today? No spam, thanks. -------------------------------------------------------- Are you the police? . . . . No ma'am, we're sysadmins. anders at nuaccess.net From okrouhly at civ.zcu.cz Tue Mar 18 08:07:01 2003 From: okrouhly at civ.zcu.cz (Jan Okrouhly) Date: Tue, 18 Mar 2003 14:07:01 +0100 (CET) Subject: [rt-users] help needed creating templates In-Reply-To: <200303181348.11316.anders@nuaccess.net> Message-ID: My one is over there http://lists.fsck.com/pipermail/rt-users/2002-December/011218.html and I think you could find more versions similart to this one on the lists web. On Tue, 18 Mar 2003, Anders Karlsson wrote: > Hi all, > > I'm trying to create an email template that would output an nice email width > all the information that is in the ticket, all the transactions from the > start and up.. > > I've not been able to locate any good source of information of what "objects" > that are avaible when creating an template.. > > Firstly, is it possible to make such a template ? > > Any help is appricieated, as I'm much better in PHP than PERL :) > > //Anders > > -- > Have you hugged your firewall today? No spam, thanks. > -------------------------------------------------------- > Are you the police? . . . . No ma'am, we're sysadmins. > > > anders at nuaccess.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 > 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- From ulrich.kiermayr at univie.ac.at Tue Mar 18 08:28:32 2003 From: ulrich.kiermayr at univie.ac.at (Ulrich Kiermayr) Date: Tue, 18 Mar 2003 14:28:32 +0100 Subject: [rt-users] RT 3.x Custom Fields in Templates Message-ID: <3E771F00.9080900@univie.ac.at> Hi Everyone, I have a question: How can I insert the Value(s) of a custom Field in a Certain Template. e.g.: I have a field with an other ticketing-systems ticket-id. I handle them in a Custom Field. Now I want to include the value of that field in the eMail correspondence as well. thx for any help lG uk -- ------------------------------------------------------------------------ Ulrich Kiermayr Zentraler Informatikdienst der Universitaet Wien Network Security Universitaetsstrasse 7, 1010 Wien, Austria ------------------------------------------------------------------------ eMail: ulrich.kiermayr at univie.ac.at Tel: (+43 1) 4277 / 14104 Hotline: security.zid at univie.ac.at Fax: (+43 1) 4277 / 9140 Web: http://www.univie.ac.at/zid/security.html ------------------------------------------------------------------------ GPG Key fingerprint = BF0D 5749 4DC1 ED74 AB67 7180 105F 491D A8D7 64D8 From ulrich.kiermayr at univie.ac.at Tue Mar 18 08:29:15 2003 From: ulrich.kiermayr at univie.ac.at (Ulrich Kiermayr) Date: Tue, 18 Mar 2003 14:29:15 +0100 Subject: [rt-users] RT 3.x Custom Fields in Templates Message-ID: <3E771F2B.9020108@univie.ac.at> Hi Everyone, I have a question: How can I insert the Value(s) of a custom Field in a Certain Template. e.g.: I have a field with an other ticketing-systems ticket-id. I handle them in a Custom Field. Now I want to include the value of that field in the eMail correspondence as well. thx for any help lG uk -- ------------------------------------------------------------------------ Ulrich Kiermayr Zentraler Informatikdienst der Universitaet Wien Network Security Universitaetsstrasse 7, 1010 Wien, Austria ------------------------------------------------------------------------ eMail: ulrich.kiermayr at univie.ac.at Tel: (+43 1) 4277 / 14104 Hotline: security.zid at univie.ac.at Fax: (+43 1) 4277 / 9140 Web: http://www.univie.ac.at/zid/security.html ------------------------------------------------------------------------ GPG Key fingerprint = BF0D 5749 4DC1 ED74 AB67 7180 105F 491D A8D7 64D8 From wash at wananchi.biz Tue Mar 18 08:57:19 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Tue, 18 Mar 2003 16:57:19 +0300 Subject: [rt-users] Enhanced Mailgate Howto Message-ID: <20030318135719.GB85081@ns2.wananchi.com> Hello All, I'm interested in using the nice features of enhanced mailgate, but I can't seem to find any step-by-step instructions on Installation. I'd highly appreciate if someone could share his notes on this. Thank you. cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From wash at wananchi.biz Tue Mar 18 09:55:53 2003 From: wash at wananchi.biz (Odhiambo Washington) Date: Tue, 18 Mar 2003 17:55:53 +0300 Subject: [rt-users] RT3: perl sbin/rt-test-dependencies not working In-Reply-To: <2147483647.1047987062@[10.0.255.35]> References: <2147483647.1047985982@[10.0.255.35]> <2147483647.1047987062@[10.0.255.35]> Message-ID: <20030318145553.GI85081@ns2.wananchi.com> * Dirk Pape [20030318 13:34]: wrote: > I forgot to attach the log. > > --Am Dienstag, 18. M?rz 2003 11:13 Uhr +0100 schrieb Dirk Pape > : > > >Can anyone help me here? > > > >I installed perl 5.8.0 from source on a debian (woody) system in a > >separate location. After this I tried to follow the instructions in the > >rt3 README to install perl modules with cpan. > > > >When I start > > > >perl sbin/rt-test-dependencies --with-mysql --with-modperl1 --install > > > >I get a syntax error in CPAN/FirstTime.pm (log output.txt attached), so I > >cannot use the --install options to solve all dependencies. > > > >Before I go by hand, is this a known error in rt3(rc1) or in perl? Is > >there a fix? After installing Perl for the first time, I reckon you need to configure CPAN. http://www.cynistar.net/~apthorpe/code/configuring_cpan.html 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 anders at nuaccess.net Tue Mar 18 11:49:27 2003 From: anders at nuaccess.net (Anders Karlsson) Date: Tue, 18 Mar 2003 16:49:27 +0000 Subject: [rt-users] International letters Message-ID: <200303181649.27319.anders@nuaccess.net> Hello, I'm having problems with outgoing mails from Request Tracker ( 3.0 rc2) We are using swedish letters in our Request tracker, and I've reconfigured the config file for request tracker, but it's still sending out an header stating that it should be utf8 encoded text, hence it wont display properly in the mail client that reads it.. Have I missed something ? These are my modifications: @EmailInputEncodings = qw(iso-8859-1) unless (@EmailEncodings); Set($EmailOutputEncoding , 'iso-8859-1'); -- Have you hugged your firewall today? No spam, thanks. -------------------------------------------------------- Are you the police? . . . . No ma'am, we're sysadmins. RSLCom NuAccess AB Network Operations anders at nuaccess.net From pape-rt at inf.fu-berlin.de Tue Mar 18 10:54:20 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Tue, 18 Mar 2003 16:54:20 +0100 Subject: [rt-users] RT3: perl sbin/rt-test-dependencies not working In-Reply-To: <20030318145553.GI85081@ns2.wananchi.com> References: <2147483647.1047985982@[10.0.255.35]> <2147483647.1047987062@[10.0.255.35]> <20030318145553.GI85081@ns2.wananchi.com> Message-ID: <2147483647.1048006460@[10.0.255.35]> Thanks, but that did not help. The error remains the same. Dirk. --Am Dienstag, 18. M?rz 2003 17:55 Uhr +0300 schrieb Odhiambo Washington : > After installing Perl for the first time, I reckon you need to configure > CPAN. > > http://www.cynistar.net/~apthorpe/code/configuring_cpan.html From riking at covisint.com Tue Mar 18 11:00:26 2003 From: riking at covisint.com (King, Richard) Date: Tue, 18 Mar 2003 17:00:26 +0100 Subject: [rt-users] RT/Handle.pm not found in @INC - rt3 Message-ID: <09836A5E2519B0499A5E8CAE1614E687012F4E1C@AS2MP003.covisint.com> Hey all, Having a problem with the web fe of RT3. On accessing the page apache spits out an error to the effects of 'Can't locate RT/Handle.pm @INC (<>) ... RT.pm line 108'. Normally I would think this a permissions problem, however, in the pursuit of getting it working I gave the directory structure r-x recursively. Current setup is OpenBSD current on sparc64, perl 5.8.0, apache 1.3 with mod_perl1 and postgresql 7.3.2. The config, module installation and RT installation worked without a hitch, but I'm stuck now and unable to find anything related other than permission based. I'm fairly certain my httpd.conf is ok, though I might be screwing something up there. Any input would be appreciated. /s/rich -------------- next part -------------- An HTML attachment was scrubbed... URL: From bash at eece.unm.edu Tue Mar 18 11:09:41 2003 From: bash at eece.unm.edu (B. Ash) Date: Tue, 18 Mar 2003 09:09:41 -0700 Subject: [rt-users] RT 3.x problems with sending mail from web interface. Message-ID: <3E7744C5.7020108@eece.unm.edu> Hi, I have had some success with RT 3.x so far. I can create a ticket both from the rt-mailgate, and the web interface, an auto-reply is sent to the requestor for both instances. Unfortunately when I attempt to reply to the newly created ticket the mail is not delivered to the requestor. I am sure it is just a configuration error. Any ideas... Cheers --bash From jesse at bestpractical.com Tue Mar 18 11:35:01 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 18 Mar 2003 11:35:01 -0500 Subject: [rt-users] RT 3.x problems with sending mail from web interface. In-Reply-To: <3E7744C5.7020108@eece.unm.edu> References: <3E7744C5.7020108@eece.unm.edu> Message-ID: <20030318163501.GA31507@fsck.com> What Scrips have you set up for RT? are you taking into account the fact that RT doesn't automatically mail the person sending the message? On Tue, Mar 18, 2003 at 09:09:41AM -0700, B. Ash wrote: > Hi, > > I have had some success with RT 3.x so far. I can create a ticket both > from the rt-mailgate, and the web interface, an auto-reply is sent to > the requestor for both instances. > > Unfortunately when I attempt to reply to the newly created ticket the > mail is not delivered to the requestor. > > I am sure it is just a configuration error. > > > Any ideas... > > Cheers > > --bash > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 bash at eece.unm.edu Tue Mar 18 12:06:20 2003 From: bash at eece.unm.edu (B. Ash) Date: Tue, 18 Mar 2003 10:06:20 -0700 Subject: [rt-users] RT 3.x problems with sending mail from web interface. In-Reply-To: <20030318163501.GA31507@fsck.com> References: <3E7744C5.7020108@eece.unm.edu> <20030318163501.GA31507@fsck.com> Message-ID: <3E77520C.4050103@eece.unm.edu> Hi, I want to reply to the request from the web interface, I can compose the message, and I can submit it but it never gets delivered. Is there a scrips needed for this particular action. Cheers, --bash Jesse Vincent wrote: > What Scrips have you set up for RT? are you taking into account the fact > that RT doesn't automatically mail the person sending the message? > > > On Tue, Mar 18, 2003 at 09:09:41AM -0700, B. Ash wrote: > >>Hi, >> >>I have had some success with RT 3.x so far. I can create a ticket both >>from the rt-mailgate, and the web interface, an auto-reply is sent to >>the requestor for both instances. >> >>Unfortunately when I attempt to reply to the newly created ticket the >>mail is not delivered to the requestor. >> >>I am sure it is just a configuration error. >> >> >>Any ideas... >> >>Cheers >> >>--bash >> >>_______________________________________________ >>rt-users mailing list >>rt-users at lists.fsck.com >>http://lists.fsck.com/mailman/listinfo/rt-users >> >>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > From jesse at bestpractical.com Tue Mar 18 12:26:28 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 18 Mar 2003 12:26:28 -0500 Subject: [rt-users] RT 3.x problems with sending mail from web interface. In-Reply-To: <3E77520C.4050103@eece.unm.edu> References: <3E7744C5.7020108@eece.unm.edu> <20030318163501.GA31507@fsck.com> <3E77520C.4050103@eece.unm.edu> Message-ID: <20030318172628.GD31507@fsck.com> On Correspond Notify Requestors with Template Correspondence is usually the one. But you didn't answer either of my questions. On Tue, Mar 18, 2003 at 10:06:20AM -0700, B. Ash wrote: > Hi, > > I want to reply to the request from the web interface, I can compose the > message, and I can submit it but it never gets delivered. > > Is there a scrips needed for this particular action. > > Cheers, > > --bash > > Jesse Vincent wrote: > >What Scrips have you set up for RT? are you taking into account the fact > >that RT doesn't automatically mail the person sending the message? > > > > > >On Tue, Mar 18, 2003 at 09:09:41AM -0700, B. Ash wrote: > > > >>Hi, > >> > >>I have had some success with RT 3.x so far. I can create a ticket both > >>from the rt-mailgate, and the web interface, an auto-reply is sent to > >>the requestor for both instances. > >> > >>Unfortunately when I attempt to reply to the newly created ticket the > >>mail is not delivered to the requestor. > >> > >>I am sure it is just a configuration error. > >> > >> > >>Any ideas... > >> > >>Cheers > >> > >>--bash > >> > >>_______________________________________________ > >>rt-users mailing list > >>rt-users at lists.fsck.com > >>http://lists.fsck.com/mailman/listinfo/rt-users > >> > >>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Tue Mar 18 12:48:48 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 18 Mar 2003 12:48:48 -0500 Subject: [rt-users] RT 3.x problems with sending mail from web interface. In-Reply-To: <3E775B99.1070708@eece.unm.edu> References: <3E7744C5.7020108@eece.unm.edu> <20030318163501.GA31507@fsck.com> <3E77520C.4050103@eece.unm.edu> <20030318172628.GD31507@fsck.com> <3E775B99.1070708@eece.unm.edu> Message-ID: <20030318174848.GF31507@fsck.com> Please send your answers to the list. And please answer both questions in full (that means listing out your scrips). Otherwise, there's no way people can help you out. On Tue, Mar 18, 2003 at 10:47:05AM -0700, B. Ash wrote: > Hi, > > I just have the default installation and scrips. I have not modified > anything. > > Thanks > > --bash > > >>>What Scrips have you set up for RT? are you taking into account the fact > >>>that RT doesn't automatically mail the person sending the message? -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From bash at eece.unm.edu Tue Mar 18 15:58:07 2003 From: bash at eece.unm.edu (B. Ash) Date: Tue, 18 Mar 2003 13:58:07 -0700 Subject: [rt-users] RT 3.x problems with sending mail from web interface. In-Reply-To: <20030318174848.GF31507@fsck.com> References: <3E7744C5.7020108@eece.unm.edu> <20030318163501.GA31507@fsck.com> <3E77520C.4050103@eece.unm.edu> <20030318172628.GD31507@fsck.com> <3E775B99.1070708@eece.unm.edu> <20030318174848.GF31507@fsck.com> Message-ID: <3E77885F.1060000@eece.unm.edu> Sorry about that, here is what is listed for my one general queue: Scrips which apply to all queues On Correspond Open Tickets with template Blank On Create Autoreply To Requestors with template Autoreply On Create Notify AdminCcs with template Transaction On Correspond Notify AdminCcs with template Admin Correspondence On Correspond Notify Requestors and Ccs with template Correspondence On Correspond Notify Other Recipients with template Correspondence On Comment Notify AdminCcs as Comment with template Admin Comment On Comment Notify Other Recipients as Comment with template Correspondence On Resolve Notify Requestors with template Resolved Current Scrips: (No scrips) Thanks for your help. :) --bash Jesse Vincent wrote: > Please send your answers to the list. And please answer both questions > in full (that means listing out your scrips). Otherwise, there's no way > people can help you out. > > On Tue, Mar 18, 2003 at 10:47:05AM -0700, B. Ash wrote: > >>Hi, >> >>I just have the default installation and scrips. I have not modified >>anything. >> >>Thanks >> >>--bash >> >> >>>>>What Scrips have you set up for RT? are you taking into account the fact >>>>>that RT doesn't automatically mail the person sending the message? > > From jesse at bestpractical.com Tue Mar 18 16:02:49 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 18 Mar 2003 16:02:49 -0500 Subject: [rt-users] RT 3.x problems with sending mail from web interface. In-Reply-To: <3E77885F.1060000@eece.unm.edu> References: <3E7744C5.7020108@eece.unm.edu> <20030318163501.GA31507@fsck.com> <3E77520C.4050103@eece.unm.edu> <20030318172628.GD31507@fsck.com> <3E775B99.1070708@eece.unm.edu> <20030318174848.GF31507@fsck.com> <3E77885F.1060000@eece.unm.edu> Message-ID: <20030318210249.GJ31507@fsck.com> Now I'm going to ask the other question again. Is the person who's performing this reply via the web ui also the requestor of the ticket they're replying to? On Tue, Mar 18, 2003 at 01:58:07PM -0700, B. Ash wrote: > Sorry about that, here is what is listed for my one general queue: > > Scrips which apply to all queues > On Correspond Open Tickets with template Blank > On Create Autoreply To Requestors with template Autoreply > On Create Notify AdminCcs with template Transaction > On Correspond Notify AdminCcs with template Admin Correspondence > On Correspond Notify Requestors and Ccs with template Correspondence > On Correspond Notify Other Recipients with template Correspondence > On Comment Notify AdminCcs as Comment with template Admin Comment > On Comment Notify Other Recipients as Comment with template Correspondence > On Resolve Notify Requestors with template Resolved > > Current Scrips: > > (No scrips) > > Thanks for your help. :) > > --bash > > Jesse Vincent wrote: > >Please send your answers to the list. And please answer both questions > >in full (that means listing out your scrips). Otherwise, there's no way > >people can help you out. > > > >On Tue, Mar 18, 2003 at 10:47:05AM -0700, B. Ash wrote: > > > >>Hi, > >> > >>I just have the default installation and scrips. I have not modified > >>anything. > >> > >>Thanks > >> > >>--bash > >> > >> > >>>>>What Scrips have you set up for RT? are you taking into account the > >>>>>fact > >>>>>that RT doesn't automatically mail the person sending the 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 -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From bash at eece.unm.edu Tue Mar 18 16:05:56 2003 From: bash at eece.unm.edu (B. Ash) Date: Tue, 18 Mar 2003 14:05:56 -0700 Subject: [rt-users] RT 3.x problems with sending mail from web interface. In-Reply-To: <20030318210249.GJ31507@fsck.com> References: <3E7744C5.7020108@eece.unm.edu> <20030318163501.GA31507@fsck.com> <3E77520C.4050103@eece.unm.edu> <20030318172628.GD31507@fsck.com> <3E775B99.1070708@eece.unm.edu> <20030318174848.GF31507@fsck.com> <3E77885F.1060000@eece.unm.edu> <20030318210249.GJ31507@fsck.com> Message-ID: <3E778A34.4080206@eece.unm.edu> yes the user posting the reply from the ui, is also the requestor. Jesse Vincent wrote: > Now I'm going to ask the other question again. > > Is the person who's performing this reply via the web ui also the > requestor of the ticket they're replying to? > > > On Tue, Mar 18, 2003 at 01:58:07PM -0700, B. Ash wrote: > >>Sorry about that, here is what is listed for my one general queue: >> >>Scrips which apply to all queues >>On Correspond Open Tickets with template Blank >>On Create Autoreply To Requestors with template Autoreply >>On Create Notify AdminCcs with template Transaction >>On Correspond Notify AdminCcs with template Admin Correspondence >>On Correspond Notify Requestors and Ccs with template Correspondence >>On Correspond Notify Other Recipients with template Correspondence >>On Comment Notify AdminCcs as Comment with template Admin Comment >>On Comment Notify Other Recipients as Comment with template Correspondence >>On Resolve Notify Requestors with template Resolved >> >>Current Scrips: >> >>(No scrips) >> >>Thanks for your help. :) >> >>--bash >> >>Jesse Vincent wrote: >> >>>Please send your answers to the list. And please answer both questions >>>in full (that means listing out your scrips). Otherwise, there's no way >>>people can help you out. >>> >>>On Tue, Mar 18, 2003 at 10:47:05AM -0700, B. Ash wrote: >>> >>> >>>>Hi, >>>> >>>>I just have the default installation and scrips. I have not modified >>>>anything. >>>> >>>>Thanks >>>> >>>>--bash >>>> >>>> >>>> >>>>>>>What Scrips have you set up for RT? are you taking into account the >>>>>>>fact >>>>>>>that RT doesn't automatically mail the person sending the 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 > > From bash at eece.unm.edu Tue Mar 18 16:24:48 2003 From: bash at eece.unm.edu (B. Ash) Date: Tue, 18 Mar 2003 14:24:48 -0700 Subject: [rt-users] RT 3.x problems with sending mail from web interface. In-Reply-To: <3E778A34.4080206@eece.unm.edu> References: <3E7744C5.7020108@eece.unm.edu> <20030318163501.GA31507@fsck.com> <3E77520C.4050103@eece.unm.edu> <20030318172628.GD31507@fsck.com> <3E775B99.1070708@eece.unm.edu> <20030318174848.GF31507@fsck.com> <3E77885F.1060000@eece.unm.edu> <20030318210249.GJ31507@fsck.com> <3E778A34.4080206@eece.unm.edu> Message-ID: <3E778EA0.2090105@eece.unm.edu> Sorry about the trouble, I figured out the problem. The subject of the messages was being filtered into /dev/null by procmail. Everything seems to be working well now. Thanks again for your time. B. Ash wrote: > yes the user posting the reply from the ui, is also the requestor. > > Jesse Vincent wrote: > >> Now I'm going to ask the other question again. >> >> Is the person who's performing this reply via the web ui also the >> requestor of the ticket they're replying to? >> >> >> On Tue, Mar 18, 2003 at 01:58:07PM -0700, B. Ash wrote: >> >>> Sorry about that, here is what is listed for my one general queue: >>> >>> Scrips which apply to all queues >>> On Correspond Open Tickets with template Blank >>> On Create Autoreply To Requestors with template Autoreply >>> On Create Notify AdminCcs with template Transaction >>> On Correspond Notify AdminCcs with template Admin Correspondence >>> On Correspond Notify Requestors and Ccs with template Correspondence >>> On Correspond Notify Other Recipients with template Correspondence >>> On Comment Notify AdminCcs as Comment with template Admin Comment >>> On Comment Notify Other Recipients as Comment with template >>> Correspondence >>> On Resolve Notify Requestors with template Resolved >>> >>> Current Scrips: >>> >>> (No scrips) >>> >>> Thanks for your help. :) >>> >>> --bash >>> >>> Jesse Vincent wrote: >>> >>>> Please send your answers to the list. And please answer both questions >>>> in full (that means listing out your scrips). Otherwise, there's no way >>>> people can help you out. >>>> >>>> On Tue, Mar 18, 2003 at 10:47:05AM -0700, B. Ash wrote: >>>> >>>> >>>>> Hi, >>>>> >>>>> I just have the default installation and scrips. I have not >>>>> modified anything. >>>>> >>>>> Thanks >>>>> >>>>> --bash >>>>> >>>>> >>>>> >>>>>>>> What Scrips have you set up for RT? are you taking into account >>>>>>>> the fact >>>>>>>> that RT doesn't automatically mail the person sending the 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 >> >> >> > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 aidan at yoyo.org Tue Mar 18 20:42:24 2003 From: aidan at yoyo.org (aidan at yoyo.org) Date: Wed, 19 Mar 2003 12:42:24 +1100 Subject: [rt-users] strange qmail behaviour Message-ID: <20030319014225.65722.qmail@aragorn.excido.com> Hi all, I'm using qmail to deliver mail from RT. For some reason it has decided to start delivering mail from root@ instead of @. When I restart the box, it stops this behaviour. It won't stop the behaviour after a restart of qmail. Any ideas? Aidan From pjw at rhyme.com.au Wed Mar 19 01:33:54 2003 From: pjw at rhyme.com.au (Philip Warner) Date: Wed, 19 Mar 2003 17:33:54 +1100 Subject: [rt-users] 2.x > 3.x In-Reply-To: <20030312174017.GA15028@fsck.com> References: Message-ID: <5.1.0.14.0.20030319172910.03d67008@mail.rhyme.com.au> At 12:40 PM 12/03/2003 -0500, Jesse Vincent wrote: >Interesting. That sort of sounds like a bug in DBD::pgsql's quoting >mechanism. There is a bug in there somewhere. The problem is that the DBD::Pg people can't think of a way to fix it transparently. The current suggestion is to check if the driver is Pg, and use bind_param to specify { pg_type => DBD::Pg::PG_BYTEA } for those columns that you know are bytea. Which is obviously a problem. This is a problem in rc2, at least, since any message containing a backslash will silently fail to be stored when sent through the mail gateway. ---------------------------------------------------------------- Philip Warner | __---_____ Albatross Consulting Pty. Ltd. |----/ - \ (A.B.N. 75 008 659 498) | /(@) ______---_ Tel: (+61) 0500 83 82 81 | _________ \ Fax: (+61) 03 5330 3172 | ___________ | Http://www.rhyme.com.au | / \| | --________-- PGP key available upon request, | / and from pgp5.ai.mit.edu:11371 |/ From vcagud at chikka.org Wed Mar 19 02:27:10 2003 From: vcagud at chikka.org (vince cagud) Date: Wed, 19 Mar 2003 15:27:10 +0800 Subject: [rt-users] wrong reply-to on postfix-virtualhosts-RT2-AdminWatchers In-Reply-To: <3E76DD4E.4070104@chikka.org> References: <3E76DD4E.4070104@chikka.org> Message-ID: <3E781BCE.3030306@chikka.org> cant anyone help? am at my wit's end. -- vince. vince cagud wrote: > > hello. i have a RH8.0 machine with the stock Postfix, and RT2 and it's > running. i use a virtualhost for the email address however, so the > machine name is not the domain name of the rt subsystem. the problem > is, when i add AdminWatchers and the scrips for notifyoncreate kicks > in, i get the machine name as the domain on the reply-to and the From > parts of the header. i'd like it to have the proper RT system domain. > am i missing something out? thanks. > > -- vince. > > > here are the details : > > Machine Name : pollux.chikka.ph > RT Domain name : rt.chikka.ph > Admin Watcher: vcagud at chikka.com > > Here is the notify email sent to AdminWatcher upon ticket creation: > > -------------------------------------- > Return-Path: > Delivered-To: vince at caladan.chikka.ph > > Received: from localhost (localhost.localdomain [127.0.0.1]) > by caladan.chikka.ph (Postfix) with ESMTP id 34113455ED2 > for ; Tue, 18 Mar 2003 16:42:48 +0800 (PHT) > Received: from three.chikka.com (a-209-10-203-100.chikka.com > [209.10.203.100]) > by caladan.chikka.ph (Postfix) with ESMTP id 88C86455E91 > for ; Tue, 18 Mar 2003 16:42:45 +0800 (PHT) > Received: from caladan.chikka.ph ([202.164.182.35]) > by three.chikka.com (8.11.6+Sun/8.10.2) with ESMTP id h2I8LWX13887 > for ; Tue, 18 Mar 2003 08:21:32 GMT > Received: from localhost (localhost.localdomain [127.0.0.1]) > by caladan.chikka.ph (Postfix) with ESMTP id 7B873455EE4 > for ; Tue, 18 Mar 2003 16:42:43 +0800 (PHT) > Received: from pollux.chikka.ph (unknown [192.168.0.71]) > by caladan.chikka.ph (Postfix) with ESMTP id D0811455ED2 > for ; Tue, 18 Mar 2003 16:42:39 +0800 (PHT) > Received: by pollux.chikka.ph (Postfix, from userid 99) > id 2EDB11CF20A; Tue, 18 Mar 2003 04:17:16 -0500 (EST) > Subject: [rt.chikka.ph #8] latest test From: "vince cagud via RT" > > Reply-To: vince at pollux.chikka.ph > In-Reply-To: > Message-ID: > Precedence: bulk > X-RT-Loop-Prevention: rt.chikka.ph > RT-Ticket: rt.chikka.ph #8 > Managed-by: RT 2.0.15 (http://bestpractical.com/rt/) > RT-Originator: vcagud at incrediblyez.com > Date: Tue, 18 Mar 2003 04:17:16 -0500 (EST) > To: undisclosed-recipients: ; > X-Virus-Scanned: by AMaViS perl-11 > > > > Tue Mar 18 17:17:15 2003: Request 8 was acted upon. > Transaction: Ticket created by vcagud at incrediblyez.com > Queue: vince > Subject: latest test > Owner: Nobody > Requestors: vcagud at incrediblyez.com > Status: new > Ticket > ------------------------------------------------------------------------- > hi. this is my latest complaint. > > > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 merrittk at sira-sa.co.za Wed Mar 19 04:07:44 2003 From: merrittk at sira-sa.co.za (Merritt Krakowitzer) Date: 19 Mar 2003 11:07:44 +0200 Subject: [rt-users] rt-mailgate errors. Message-ID: <1048064874.22269.1394.camel@test.alt> Hi guys, when sending an email to rt at my.domain.com or when I use the command line like below i get an error, out put included below. I'm running RT version 3 rc1, Apache 2.0.44, mod_perl2, Redhat Linux 8, MTA is postfix. A kick in the right direction would be great. Regards Merritt. [root at lan etc]# /usr/local/rt3/bin/rt-mailgate --queue general --action correspond --url http://myurl.domain.com FOO BAR BAZ RT server error. The RT server which handled your email did not behave as expected. It said: %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explictly superceded by other copyright notices) %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# Unless otherwise specified, all modifications, corrections or %# extensions to this work which alter its source code become the %# property of Best Practical Solutions, LLC when submitted for %# inclusion in the work. %# %# %# END LICENSE BLOCK <%ARGS> $message $queue => 1 $action => "correspond" $ticket => undef <%init> use RT::Interface::Email; my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway( %ARGS); % if ($status) { ok % if ( $Ticket->Id ) { Ticket: <% $Ticket->Id %> Queue: <% $Ticket->QueueObj->Name %> Owner: <% $Ticket->OwnerObj->Name %> Status: <% $Ticket->Status %> Subject: <% $Ticket->Subject %> Requestor: <% $Ticket->Requestors->MemberEmailAddressesAsString %> % } % } else { not ok - <%$error%> % } -------------- next part -------------- (on soblin) This E-mail contains confidential information for the addressee only. If you are not the intended recipient, please notify us immediately on (012) 337-5500. You should not use, disclose, distribute or copy this communication if received in error. The Private Security Industry Regulatory Authority (PSIRA) does not warrant and/or guarantee that the integrity of this communication has been maintained nor that the communication is free of errors, viruses, interception, or interference. No binding contract will result from this e-mail, until such time as a written document is signed on behalf of PSIRA. PSIRA cannot accept any responsibility for the completeness or accuracy of this message as it has been transmitted over public networks. --------------------------------------------------------- From hwagener at hamburg.fcb.com Wed Mar 19 04:44:09 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Wed, 19 Mar 2003 10:44:09 +0100 Subject: [rt-users] rt3 - LookupExternalUserInfo and LDAP auth In-Reply-To: Message-ID: <5527FF08-59EF-11D7-BEB7-003065DC18B8@hamburg.fcb.com> Am Montag, 17.03.03 um 06:54 Uhr schrieb Stewart James: > > Attached is a file User_Local.pm Drop is it to yout /opt/rt3/lib/RT > directory, read the top of the file. Hello Stewart, with rt-3.0.0rc3, I get the following error when trying to log in as root: System error error: RT::User::Privileged Unimplemented in RT::CurrentUser. (/opt/rt3/lib/RT/CurrentUser.pm line 283) context: ... 277: } 278: 279: # All errors returned from this routine will be in exception form. 280: local $SIG{'__DIE__'} = sub { 281: rethrow_exception( $_[0] ); 282: }; 283: 284: # 285: # $m is a dynamically scoped global containing this ... code stack: /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:281 /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm:458 /opt/rt3/lib/RT/CurrentUser.pm:283 /opt/rt3/share/html/autohandler:139 and the following when trying to log in as a user who exists locally and in the database: (local password) error: RT::User::PrincipalObj Unimplemented in RT::User. (/opt/rt3/lib/RT/User_Local.pm line 29) context: ... 277: } 278: 279: # All errors returned from this routine will be in exception form. 280: local $SIG{'__DIE__'} = sub { 281: rethrow_exception( $_[0] ); 282: }; 283: 284: # 285: # $m is a dynamically scoped global containing this ... code stack: /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:281 /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm:458 /opt/rt3/lib/RT/User_Local.pm:29 /opt/rt3/lib/RT/CurrentUser.pm:267 /opt/rt3/share/html/autohandler:121 (ldap password) System error error: RT::User::Privileged Unimplemented in RT::CurrentUser. (/opt/rt3/lib/RT/CurrentUser.pm line 283) context: ... 277: } 278: 279: # All errors returned from this routine will be in exception form. 280: local $SIG{'__DIE__'} = sub { 281: rethrow_exception( $_[0] ); 282: }; 283: 284: # 285: # $m is a dynamically scoped global containing this ... code stack: /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:281 /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm:458 /opt/rt3/lib/RT/CurrentUser.pm:283 /opt/rt3/share/html/autohandler:139 any hints? Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From js138 at eng.cam.ac.uk Wed Mar 19 05:05:56 2003 From: js138 at eng.cam.ac.uk (J. Sloan) Date: Wed, 19 Mar 2003 10:05:56 +0000 (GMT) Subject: [rt-users] wrong reply-to on postfix-virtualhosts-RT2-AdminWatchers In-Reply-To: <3E781BCE.3030306@chikka.org> Message-ID: On Wed, 19 Mar 2003, vince cagud wrote: > cant anyone help? am at my wit's end. > > -- vince. > > vince cagud wrote: > > > > > hello. i have a RH8.0 machine with the stock Postfix, and RT2 and it's > > running. i use a virtualhost for the email address however, so the > > machine name is not the domain name of the rt subsystem. the problem > > is, when i add AdminWatchers and the scrips for notifyoncreate kicks > > in, i get the machine name as the domain on the reply-to and the From > > parts of the header. i'd like it to have the proper RT system domain. > > am i missing something out? thanks. What are the email addresses for those users in the database? Are they fully qualified? Do you define CanonicalizeAddress in config.pm It's also unclear to me whether it is RT or postfix which is conjuring up the domain. Might be worth tweaking RT/Action/SendEmail.pm to write to a file to see what RT is sending into Postfix. John From kazu at kmn.co.jp Wed Mar 19 05:06:31 2003 From: kazu at kmn.co.jp (Kazu Kimura) Date: Wed, 19 Mar 2003 19:06:31 +0900 Subject: [rt-users] Some questions Message-ID: <004f01c2edff$37265e60$360aa8c0@Office> Hello ML people, I have installed RT 3-0-0rc3 and it seems it works properly concerning web interface. But I cannot login with 'root' and 'password' where this is rejected. Do you know the initial password? In addition, though this is rt 3-0-0rc3, the interface shows this is rt2.1.68. Does this mean I installed 2-1-68 instead of rc3? Regards, Kazu From hwagener at hamburg.fcb.com Wed Mar 19 05:24:30 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Wed, 19 Mar 2003 11:24:30 +0100 Subject: [rt-users] Some questions In-Reply-To: <004f01c2edff$37265e60$360aa8c0@Office> Message-ID: Am Mittwoch, 19.03.03 um 11:06 Uhr schrieb Kazu Kimura: > Hello ML people, > > I have installed RT 3-0-0rc3 and it seems it works properly concerning > web > interface. > > But I cannot login with 'root' and 'password' where this is rejected. > Do > you know the initial password? The initial password for root is 'password' indeed. This could fail for various reasons (especially if some of Your code is from 2.1.68 days, where a crypt bug in glibc was not yet circumvented). Which Operating System and Release do You use? Which apache and perl? Note that apache2 does not play nice with rt3 at the moment. > In addition, though this is rt 3-0-0rc3, the interface shows this is > rt2.1.68. Does this mean I installed 2-1-68 instead of rc3? > This could mean You (or someone else) had installed 2.1.68 before on this machine and You did not properly remove the old version or did not so 'make upgrade' as expected. Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From merrittk at sira-sa.co.za Wed Mar 19 05:30:09 2003 From: merrittk at sira-sa.co.za (Merritt Krakowitzer) Date: 19 Mar 2003 12:30:09 +0200 Subject: [rt-users] Some questions In-Reply-To: <004f01c2edff$37265e60$360aa8c0@Office> References: <004f01c2edff$37265e60$360aa8c0@Office> Message-ID: <1048069820.22391.1415.camel@test.alt> Ive just installed RT 3, RC 3 and i get in fine with root and password the first time, Maybe try dropping the Database, and recreating it. Merritt. On Wed, 2003-03-19 at 12:06, Kazu Kimura wrote: > Hello ML people, > > I have installed RT 3-0-0rc3 and it seems it works properly concerning web > interface. > > But I cannot login with 'root' and 'password' where this is rejected. Do > you know the initial password? > > In addition, though this is rt 3-0-0rc3, the interface shows this is > rt2.1.68. Does this mean I installed 2-1-68 instead of rc3? > > Regards, > Kazu > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- (on soblin) This E-mail contains confidential information for the addressee only. If you are not the intended recipient, please notify us immediately on (012) 337-5500. You should not use, disclose, distribute or copy this communication if received in error. The Private Security Industry Regulatory Authority (PSIRA) does not warrant and/or guarantee that the integrity of this communication has been maintained nor that the communication is free of errors, viruses, interception, or interference. No binding contract will result from this e-mail, until such time as a written document is signed on behalf of PSIRA. PSIRA cannot accept any responsibility for the completeness or accuracy of this message as it has been transmitted over public networks. --------------------------------------------------------- From ajharrison at gwi.net Wed Mar 19 09:00:02 2003 From: ajharrison at gwi.net (Andy Harrison) Date: Wed, 19 Mar 2003 09:00:02 -0500 (EST) Subject: [rt-users] 2.x > 3.x In-Reply-To: <5.1.0.14.0.20030319172910.03d67008@mail.rhyme.com.au> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- - ------------------------------------------------------------- On 19-Mar-2003, Philip Warner wrote message "Re: [rt-users] 2.x > 3.x" - ------------------------------------------------------------- > can't think of a way to fix it transparently. The current suggestion is to > check if the driver is Pg, and use bind_param to specify { pg_type => > DBD::Pg::PG_BYTEA } for those columns that you know are bytea. Which is Could you elaborate on this a little more? What driver? And I know which columns are bytea, but i'm not sure what you're saying to do with bind_param. I searched for bind_param and pg_type in my rt download dir (which is where my rt2 dump is also), didn't come up with anything. - -- Andy Harrison Great Works Internet System Operations ajharrison at gwi.net RSA 1024 pgp key: http://www.nachoz.com/andy.pub -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQCVAwUBPnh34VPEkLgodAWVAQFIfAP/WkKh2zSJUDfpkWrqYMindLeuSVj81v34 iBicC4G9B0Dy0psG5o6dImF/EU2BjvusE0hatxOdQtcVH8vjOFPxdQnIDhfwIWvw Kqc7IEr1ogaqRRKEcTsxgz+HwXkdFVnonmRUo8p7l9h+eDLF5B77WI5s+jFhn2By 6FSC7Fuj46w= =VpQk -----END PGP SIGNATURE----- From robert.ryals at Trifolium.com Wed Mar 19 08:58:38 2003 From: robert.ryals at Trifolium.com (Robert Ryals) Date: Wed, 19 Mar 2003 08:58:38 -0500 Subject: [rt-users] rt-mailgate errors. Message-ID: <10076B5480B4D611972B005004C02E7F040987@MRS-GARISON> > -----Original Message----- > From: Merritt Krakowitzer [mailto:merrittk at sira-sa.co.za] > Sent: Wednesday, March 19, 2003 4:08 AM > To: rt-users at lists.fsck.com > Subject: [rt-users] rt-mailgate errors. > > > Hi guys, when sending an email to rt at my.domain.com or when I use the > command line like below i get an error, out put included below. > > I'm running RT version 3 rc1, Apache 2.0.44, mod_perl2, > Redhat Linux 8, > MTA is postfix. > > A kick in the right direction would be great. > > Regards > Merritt. Check your web server configuration file and make sure the URL you are using is configured to use the RT::Mason PerlHandler. See the Apache example below. Alias /rt3 /usr/local/rt3/share/html PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason > > [root at lan etc]# /usr/local/rt3/bin/rt-mailgate --queue > general --action > correspond --url http://myurl.domain.com > FOO > BAR > BAZ > > > RT server error. > > The RT server which handled your email did not behave as expected. It > said: > > %# BEGIN LICENSE BLOCK > %# > %# Copyright (c) 1996-2003 Jesse Vincent > %# > %# (Except where explictly superceded by other copyright notices) > %# > %# This work is made available to you under the terms of Version 2 of > %# the GNU General Public License. A copy of that license should have > %# been provided with this software, but in any event can be snarfed > %# from www.gnu.org. > %# > %# This work is distributed in the hope that it will be useful, but > %# WITHOUT ANY WARRANTY; without even the implied warranty of > %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU > %# General Public License for more details. > %# > %# Unless otherwise specified, all modifications, corrections or > %# extensions to this work which alter its source code become the > %# property of Best Practical Solutions, LLC when submitted for > %# inclusion in the work. > %# > %# > %# END LICENSE BLOCK > <%ARGS> > $message > $queue => 1 > $action => "correspond" > $ticket => undef > > <%init> > use RT::Interface::Email; > my ( $status, $error, $Ticket ) = > RT::Interface::Email::Gateway( %ARGS); > > % if ($status) { > ok > % if ( $Ticket->Id ) { > Ticket: <% $Ticket->Id %> > Queue: <% $Ticket->QueueObj->Name %> > Owner: <% $Ticket->OwnerObj->Name %> > Status: <% $Ticket->Status %> > Subject: <% $Ticket->Subject %> > Requestor: <% $Ticket->Requestors->MemberEmailAddressesAsString %> > % } > % } else { > not ok - <%$error%> > % } > From jesse at bestpractical.com Wed Mar 19 12:02:27 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 19 Mar 2003 12:02:27 -0500 Subject: [rt-users] [rt-announce] RT 3.0.0rc3 Message-ID: <20030319170227.GD31507@fsck.com> [rc2 was announce to rt-devel. Bugs were found and fixed] Changes from rc1 are as follows: 6 fixing fastcgi's ability to load webmux.pl on some platforms 7 More performance work; backing out 'enhancements' that killed system performance 8 Caving in to the masses and making 'notify sender' configurable 10 Bumping to RC3; fixing the display of 'This user's n highest priority tickets' You can obtain this release at: http://fsck.com/pub/rt/devel/rt-3-0-0rc3.tar.gz Unless any showstoppers are discovered, RT 3.0.0 is expected to be released this weekend. -j -- 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 jsturm at hamilton.edu Wed Mar 19 12:52:33 2003 From: jsturm at hamilton.edu (Jenn Sturm) Date: Wed, 19 Mar 2003 12:52:33 -0500 Subject: [rt-users] Some questions In-Reply-To: <1048069820.22391.1415.camel@test.alt> Message-ID: <8FBC50F9-5A33-11D7-88DE-0003938AC910@hamilton.edu> Did you try restarting httpd after installing? -Jenn On Wednesday, March 19, 2003, at 05:30 AM, Merritt Krakowitzer wrote: > Ive just installed RT 3, RC 3 and i get in fine with root and password > the first time, Maybe try dropping the Database, and recreating it. > > Merritt. > > On Wed, 2003-03-19 at 12:06, Kazu Kimura wrote: >> Hello ML people, >> >> I have installed RT 3-0-0rc3 and it seems it works properly >> concerning web >> interface. >> >> But I cannot login with 'root' and 'password' where this is rejected. >> Do >> you know the initial password? >> >> In addition, though this is rt 3-0-0rc3, the interface shows this is >> rt2.1.68. Does this mean I installed 2-1-68 instead of rc3? >> >> Regards, >> Kazu >> >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.fsck.com >> http://lists.fsck.com/mailman/listinfo/rt-users >> >> Have you read the FAQ? The RT FAQ Manager lives at >> http://fsck.com/rtfm > > (on soblin) > > This E-mail contains confidential information for the addressee only. > If you are not the intended recipient, please notify us immediately on > (012) 337-5500. > You should not use, disclose, distribute or copy this communication if > received in error. The Private Security Industry Regulatory Authority > (PSIRA) does not warrant and/or guarantee that the integrity of this > communication has been maintained nor that the communication is free > of errors, viruses, interception, > or interference. No binding contract will result from this e-mail, > until such > time as a written document is signed on behalf of PSIRA. PSIRA cannot > accept any > responsibility for the completeness or accuracy of this message as it > has been > transmitted over public networks. > > --------------------------------------------------------- > +-------------------------------------------------------------------+ Jennifer Sturm System Administrator and Research Support Specialist Chemistry Department Hamilton College jsturm at hamilton.edu 315-859-4745 http://www.chem.hamilton.edu/ http://mars.chem.hamilton.edu/ +-------------------------------------------------------------------+ From lars at ea.com Wed Mar 19 13:16:19 2003 From: lars at ea.com (Leuchter, Lars) Date: Wed, 19 Mar 2003 19:16:19 +0100 Subject: [rt-users] installation of database Message-ID: <85235CF7E4778047B0834BB792E9F900BB824E@ger-mail1.ger.ceo.ad.ea.com> All, I am new to WebRT and trying to install RT3.0RC. Everything went fine so far, however when trying to install the database by using the "make initialize-database" command it returns with: /usr/local/bin/perl: relocation error: /usr/local/lib/perl5/site_perl/5.8.0/i686-linux/auto/DBD/mysql/mysql.so: undefined symbol: mysql_init make: *** [initialize-database] Error 127 Any ideas ? Thanks and regards Lars From jgedeon at qualcomm.com Wed Mar 19 13:29:23 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Wed, 19 Mar 2003 10:29:23 -0800 Subject: [rt-users] RT 3.0.0rc3 In-Reply-To: <20030319170227.GD31507@fsck.com> Message-ID: <5.1.0.14.2.20030319102832.00aae410@unixmail.qualcomm.com> With the release of RT 3.0.0 will there be any changes to how it interacts with oracle databases? John At 09:02 AM 3/19/2003, Jesse Vincent wrote: >[rc2 was announce to rt-devel. Bugs were found and fixed] > >Changes from rc1 are as follows: > > 6 fixing fastcgi's ability to load webmux.pl on some platforms > 7 More performance work; backing out 'enhancements' that > killed system performance > 8 Caving in to the masses and making 'notify sender' > configurable > 10 Bumping to RC3; fixing the display of 'This user's n > highest priority tickets' > >You can obtain this release at: > > http://fsck.com/pub/rt/devel/rt-3-0-0rc3.tar.gz > >Unless any showstoppers are discovered, RT 3.0.0 is expected to be >released this weekend. > > -j > >-- >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 >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- <>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on your own understanding; in all your ways acknowledge him, and he will make your paths straight." From jesse at bestpractical.com Wed Mar 19 13:31:02 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 19 Mar 2003 13:31:02 -0500 Subject: [rt-users] RT 3.0.0rc3 In-Reply-To: <5.1.0.14.2.20030319102832.00aae410@unixmail.qualcomm.com> References: <20030319170227.GD31507@fsck.com> <5.1.0.14.2.20030319102832.00aae410@unixmail.qualcomm.com> Message-ID: <20030319183102.GI31507@fsck.com> RT 3.0.0 will not run on oracle. Several folks are working on oracle support, but there's no ETA On Wed, Mar 19, 2003 at 10:29:23AM -0800, John Gedeon wrote: > With the release of RT 3.0.0 will there be any changes to how it interacts > with oracle databases? > > John > At 09:02 AM 3/19/2003, Jesse Vincent wrote: > >[rc2 was announce to rt-devel. Bugs were found and fixed] > > > >Changes from rc1 are as follows: > > > > 6 fixing fastcgi's ability to load webmux.pl on some platforms > > 7 More performance work; backing out 'enhancements' that > >killed system performance > > 8 Caving in to the masses and making 'notify sender' > >configurable > > 10 Bumping to RC3; fixing the display of 'This user's n > >highest priority tickets' > > > >You can obtain this release at: > > > > http://fsck.com/pub/rt/devel/rt-3-0-0rc3.tar.gz > > > >Unless any showstoppers are discovered, RT 3.0.0 is expected to be > >released this weekend. > > > > -j > > > >-- > >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 > >_______________________________________________ > >rt-users mailing list > >rt-users at lists.fsck.com > >http://lists.fsck.com/mailman/listinfo/rt-users > > > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > -- > <>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on > your own understanding; > in all your ways acknowledge him, and he > will make your paths straight." > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From Shmulik at olivesoftware.com Wed Mar 19 13:33:23 2003 From: Shmulik at olivesoftware.com (Shmulik Gazit) Date: Wed, 19 Mar 2003 20:33:23 +0200 Subject: [rt-users] RT3 - cannot send to more than one AdminCC Message-ID: <71B89563D3D7D3118D390008C79F359DF4F77A@OLIVE> Hello, I'm finally beginning to understand what was wrong with my RT2 and RT3 installation. Everything worked but notifying AdminCCs. When I created an AdminCC on the local linux machine, it got notified. When I set up only one AdminCC on our main domain (x at olivesoftware.com), it got the CC. When I set up two AdminCC on the local linux machine, it works too. This is how it looks like in /var/log/maillog: Mar 19 20:18:05 rt sendmail[14655]: h2JII5C14655: from=apache, size=1095, class=-60, nrcpts=4, msgid=, relay=apache at localhost Mar 19 20:18:05 rt sendmail[14655]: h2JII5C14655: to=test2 at rt.olivesoftware.com, ctladdr=apache (4041/502), delay=00:00:00, xdelay=0 0:00:00, mailer=local, pri=229095, dsn=2.0.0, stat=Sent Mar 19 20:18:05 rt sendmail[14655]: h2JII5C14655: to=shay at olivesoftware.com,shmulik at olivesoftware.com, ctladdr=apache (4041/502), de lay=00:00:00, xdelay=00:00:00, mailer=esmtp, pri=229095, relay=mail.olivesoftware.com. [192.115.127.34], dsn=2.0.0, stat=Sent (Ok) Mar 19 20:18:05 rt sendmail[14655]: h2JII5C14655: to=gazit at rt.olivesoftware.com, ctladdr=apache (4041/502), delay=00:00:00, xdelay=0 0:00:00, mailer=local, pri=229095, dsn=2.0.0, stat=Sent My questions: 1) Why are the local Admins get "their own" "to" line, and the remote ones got one "to" line for both? 2) Although it says "sent" I don't get anything. Is there any way to make the sending more verbose in some log? I'm using the default sendmailpipe on a RedHat 7.3. 3) In the RT configuration file, I did not understand where $LogDir is defined, and how I make RT log "debug" into it..? 4) It was mentioned that RT can actually send directly to a remote mail server (mine sits at mail.olivesoftware.com) - how is that configured? thanks for any help! /Shmulik. Shmulik Gazit Application Engineer Olive Software LTD. http://www.olivesoftware.com Phone: +972-9-7643525 Direct: +972-9-7643510 Cell: +972-54-483949 Fax: +972-9-7643526 ICQ: 4262850 MSN: shmulikgazit at hotmail.com YahooM: shmulikgazit at yahoo.com AOL: ShmulikGZ From merrittk at soblin.intranet.sira-sa.co.za Wed Mar 19 14:25:51 2003 From: merrittk at soblin.intranet.sira-sa.co.za (Merritt Krakowitzer) Date: Wed, 19 Mar 2003 21:25:51 +0200 (SAST) Subject: [rt-users] rt-mailgate errors. In-Reply-To: <10076B5480B4D611972B005004C02E7F040987@MRS-GARISON> Message-ID: Yeah I managed to figure that out, I was using addhandler perl-script .html reason being is if I dont my index.html are not picked up when links point to directories, ie the apache DirectoryIndex index.html is porked. Ive manages to do kind of get it right using alot of tags and switching between sethandler and addhandler. If someone has a better solution It would be appreciated. Regards Merritt. On Wed, 19 Mar 2003, Robert Ryals wrote: > > -----Original Message----- > > From: Merritt Krakowitzer [mailto:merrittk at sira-sa.co.za] > > Sent: Wednesday, March 19, 2003 4:08 AM > > To: rt-users at lists.fsck.com > > Subject: [rt-users] rt-mailgate errors. > > > > > > Hi guys, when sending an email to rt at my.domain.com or when I use the > > command line like below i get an error, out put included below. > > > > I'm running RT version 3 rc1, Apache 2.0.44, mod_perl2, > > Redhat Linux 8, > > MTA is postfix. > > > > A kick in the right direction would be great. > > > > Regards > > Merritt. > > Check your web server configuration file and make sure the URL you are using > is configured to use the RT::Mason PerlHandler. See the Apache example > below. > > Alias /rt3 /usr/local/rt3/share/html > PerlRequire /usr/local/rt3/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > > > > > > > > [root at lan etc]# /usr/local/rt3/bin/rt-mailgate --queue > > general --action > > correspond --url http://myurl.domain.com > > FOO > > BAR > > BAZ > > > > > > RT server error. > > > > The RT server which handled your email did not behave as expected. It > > said: > > > > %# BEGIN LICENSE BLOCK > > %# > > %# Copyright (c) 1996-2003 Jesse Vincent > > %# > > %# (Except where explictly superceded by other copyright notices) > > %# > > %# This work is made available to you under the terms of Version 2 of > > %# the GNU General Public License. A copy of that license should have > > %# been provided with this software, but in any event can be snarfed > > %# from www.gnu.org. > > %# > > %# This work is distributed in the hope that it will be useful, but > > %# WITHOUT ANY WARRANTY; without even the implied warranty of > > %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU > > %# General Public License for more details. > > %# > > %# Unless otherwise specified, all modifications, corrections or > > %# extensions to this work which alter its source code become the > > %# property of Best Practical Solutions, LLC when submitted for > > %# inclusion in the work. > > %# > > %# > > %# END LICENSE BLOCK > > <%ARGS> > > $message > > $queue => 1 > > $action => "correspond" > > $ticket => undef > > > > <%init> > > use RT::Interface::Email; > > my ( $status, $error, $Ticket ) = > > RT::Interface::Email::Gateway( %ARGS); > > > > % if ($status) { > > ok > > % if ( $Ticket->Id ) { > > Ticket: <% $Ticket->Id %> > > Queue: <% $Ticket->QueueObj->Name %> > > Owner: <% $Ticket->OwnerObj->Name %> > > Status: <% $Ticket->Status %> > > Subject: <% $Ticket->Subject %> > > Requestor: <% $Ticket->Requestors->MemberEmailAddressesAsString %> > > % } > > % } else { > > not ok - <%$error%> > > % } > > > From koji at engr.washington.edu Wed Mar 19 14:40:23 2003 From: koji at engr.washington.edu (Koji Yanagisawa) Date: Wed, 19 Mar 2003 11:40:23 -0800 Subject: [rt-users] Change "Sender" field in Autoreply Message-ID: <3E78C7A7.4050706@engr.washington.edu> Hello, Is there a way to change Sender in AutoReply message from the queue name to something else? Thank you, From stewart.james at vu.edu.au Wed Mar 19 22:10:08 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Thu, 20 Mar 2003 14:10:08 +1100 (EST) Subject: [rt-users] rt3 - LookupExternalUserInfo and LDAP auth In-Reply-To: <5527FF08-59EF-11D7-BEB7-003065DC18B8@hamburg.fcb.com> References: <5527FF08-59EF-11D7-BEB7-003065DC18B8@hamburg.fcb.com> Message-ID: Bizarre, I had absolutley no issues with it here when I moved to rc3. (Only this morning). I should have mentioned in the email that it only passes authentication to LDAP, so the local username and LDAP username should match. However, locally I was able to login with a local rt3 account and a LDAP account that had an entry in rt3 without a problem. I was of course rejected when I tried to use a username that did not have an entry in rt3. I have to ask, do you have any errors when you don;t have User_Local.pm installed? I am at a little bit of a loss on this one at the moment - makes it especially hard when I can replicate the error. Keep me informed and I will do my best to help. CHeers, Stewart From stewart.james at vu.edu.au Wed Mar 19 22:46:26 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Thu, 20 Mar 2003 14:46:26 +1100 (EST) Subject: [rt-users] Possible minor bug in RT3rc3 Message-ID: Hi, I am still playing with RT 3 (nearly finished and hoping I will be able to switch to RT3 on it's release). I have just noticed when replying to a message with status "new" in the web interface the follwoing happens. * Select "reply" * Tupe a message hit reply (Notice that the STatus was "new") Then go to history and you see entry: - RT_System - Status changed from new to open - root - Correspondance added - root - Status changed from open to new Can anyone else duplicate this or is it just my system? Stewart From stewart.james at vu.edu.au Wed Mar 19 22:55:51 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Thu, 20 Mar 2003 14:55:51 +1100 (EST) Subject: [rt-users] Auto import LDAP User on first email to rt Message-ID: Hi All, This one was a little mopre difficult and will need your own customizations - sorry. It is also not well tested and may not work for you at all. I don;t know if the script is perfect perhaps someone with more tiome spent on RT could correct any errors in it, but it works for me. Place LDAPMail.pm in ~rt3/lib/RT/Interface/Email/Auth/ Place EmailParser_Local.pm in ~rt3/lib/RT/ The lookupexternaluserinfo in EmailParser_Local is NOT mine , it was taken from some messages I found in the RT mailing list archives or contrib - I am sorry I did not record where I got it from, but if the original author emails me I will make sure he gets credit and repost the file. Ypou will need to ensure the ldapsettings in that file are correct INCLUDING the mappings located at around line 90. You will also need to add @RT::MailPlugins = ( "Auth::LDAPMail", "Auth::MailFrom" ); into ~rt3/etc/RT_Site_Config.pm Basically when a mail message comes in it gets parsed through LDAPMail first. This looks up user info in the LDAP database and creates the user with the overridden CreateUser sub routine in LDAPMail (this was so at my site more info than just email name and ui=d would be added to the RT database. Things are then passed of tp the NOrmal MailFrom for normal operation to continue. It should be hard to make it so that only people in LDAP can post, or to make further customizations. It's a start. If people want to take it and twist it to do their bidding, please do, I ahave only posted it here in the hope it saves someone some work. Stewart -------------- next part -------------- A non-text attachment was scrubbed... Name: LDAPMail.pm Type: application/x-perl Size: 6774 bytes Desc: URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: EmailParser_Local.pm Type: application/x-perl Size: 3799 bytes Desc: URL: From stewart.james at vu.edu.au Wed Mar 19 23:47:15 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Thu, 20 Mar 2003 15:47:15 +1100 (EST) Subject: [rt-users] Added bounce Detection for RT3 Message-ID: Hi, Here is my loose bounce detection for rt3. As usual not really tested, but working for me. thse are diffs ofr ~rt3/lib/RT/Action/Sendmail.pm and ~rt3/lib/Interface/Email.pm Add: Set($BounceDomain, "yourdomain.com"); to your RT_SiteConfig.pm where yourdomain is where you want your bounces to go to. Under sendmail I put an alias bounce+*: "|/usr/local/rt3/bin/rt-mailgate --queue general --action comment --url http://WEBURL" THe queue is not important, email sent to people is sent as bounce+ticket-#@vu.edu.au The system should figure out from that which ticket to put the message into so the queue is not important. Also you must add a user 'bounce' (I set the real name to Bounced Message - that way users see "Bounced Message VIA RT") and give use bounce tha ability to comment on all tickets globally. I worked on this while doing other bits and peices so hope I did not forget any other files I have altered. I'm not too worried about this but you might: Sendmail will add a warning that www-data sent mail as bounce+yadayada, I think you can add www-data to trusted users of senbmail for that to be stopped. I do not mind the system doing this myself. If someone tries this and gets it working please let me know. Be aware, that there is no 'loop' detection on this - if a non-requestor is generating the bounces you will get a loop happening. Stewart -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: Action.Sendmail.pm.diff URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: Interface.Email.pm.diff URL: From stewart.james at vu.edu.au Thu Mar 20 00:18:14 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Thu, 20 Mar 2003 16:18:14 +1100 (EST) Subject: [rt-users] Added bounce Detection for RT3 In-Reply-To: References: Message-ID: My mistake, I had the files around the wrong way in my diff commmand. These ones should actally apply to files. Sorry On Thu, 20 Mar 2003, Stewart James wrote: > Date: Thu, 20 Mar 2003 15:47:15 +1100 (EST) > From: Stewart James > To: rt-users at lists.fsck.com > Subject: [rt-users] Added bounce Detection for RT3 > > > > Hi, > > Here is my loose bounce detection for rt3. As usual not really tested, but > working for me. > > thse are diffs ofr ~rt3/lib/RT/Action/Sendmail.pm and > ~rt3/lib/Interface/Email.pm > > Add: > > Set($BounceDomain, "yourdomain.com"); > > to your RT_SiteConfig.pm where yourdomain is where you want your bounces > to go to. > > Under sendmail I put an alias > > bounce+*: "|/usr/local/rt3/bin/rt-mailgate --queue general --action comment --url http://WEBURL" > > THe queue is not important, email sent to people is sent as > bounce+ticket-#@vu.edu.au The system should figure out from that which > ticket to put the message into so the queue is not important. > > Also you must add a user 'bounce' (I set the real name to Bounced Message > - that way users see "Bounced Message VIA RT") and give use bounce tha > ability to comment on all tickets globally. > > I worked on this while doing other bits and peices so hope I did not > forget any other files I have altered. > > I'm not too worried about this but you might: Sendmail will add a warning > that www-data sent mail as bounce+yadayada, I think you can add www-data > to trusted users of senbmail for that to be stopped. I do not mind the > system doing this myself. > > If someone tries this and gets it working please let me know. Be aware, > that there is no 'loop' detection on this - if a non-requestor is > generating the bounces you will get a loop happening. > > Stewart -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: Interface.Email.pm.diff URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: Action.Sendmail.pm.diff URL: From stewart.james at vu.edu.au Thu Mar 20 00:35:22 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Thu, 20 Mar 2003 16:35:22 +1100 (EST) Subject: [rt-users] Added bounce Detection for RT3 In-Reply-To: References: Message-ID: If I get this wrong one more time, I'm gonna give up. If anyone manages to follow this thread and ednd up with working files I will be amazed! I stuff Action.Sendmail.pm.diff this one is actually a diff WOOHOO Sorry again. > On Thu, 20 Mar 2003, Stewart James wrote: > > > Date: Thu, 20 Mar 2003 15:47:15 +1100 (EST) > > From: Stewart James > > To: rt-users at lists.fsck.com > > Subject: [rt-users] Added bounce Detection for RT3 > > > > > > > > Hi, > > > > Here is my loose bounce detection for rt3. As usual not really tested, but > > working for me. > > > > thse are diffs ofr ~rt3/lib/RT/Action/Sendmail.pm and > > ~rt3/lib/Interface/Email.pm > > > > Add: > > > > Set($BounceDomain, "yourdomain.com"); > > > > to your RT_SiteConfig.pm where yourdomain is where you want your bounces > > to go to. > > > > Under sendmail I put an alias > > > > bounce+*: "|/usr/local/rt3/bin/rt-mailgate --queue general --action comment --url http://WEBURL" > > > > THe queue is not important, email sent to people is sent as > > bounce+ticket-#@vu.edu.au The system should figure out from that which > > ticket to put the message into so the queue is not important. > > > > Also you must add a user 'bounce' (I set the real name to Bounced Message > > - that way users see "Bounced Message VIA RT") and give use bounce tha > > ability to comment on all tickets globally. > > > > I worked on this while doing other bits and peices so hope I did not > > forget any other files I have altered. > > > > I'm not too worried about this but you might: Sendmail will add a warning > > that www-data sent mail as bounce+yadayada, I think you can add www-data > > to trusted users of senbmail for that to be stopped. I do not mind the > > system doing this myself. > > > > If someone tries this and gets it working please let me know. Be aware, > > that there is no 'loop' detection on this - if a non-requestor is > > generating the bounces you will get a loop happening. > > > > Stewart -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: Action.SendEmail.pm.diff URL: From B.Schofield at mailbox.gu.edu.au Thu Mar 20 00:40:58 2003 From: B.Schofield at mailbox.gu.edu.au (Brook Schofield) Date: Thu, 20 Mar 2003 15:40:58 +1000 Subject: [rt-users] Change "Sender" field in Autoreply In-Reply-To: <3E78C7A7.4050706@engr.washington.edu> Message-ID: <5.1.1.6.0.20030320154026.01b71010@kraken.itc.gu.edu.au> At 11:40 AM 19/03/2003 -0800, Koji Yanagisawa wrote: >Is there a way to change Sender in AutoReply message from the queue >name to something else? Follow the thread: http://lists.fsck.com/pipermail/rt-users/2003-February/012244.html -Brook ========================================================================= = _/_/_/ _/_/_/ _/_/_/ _/_/_/ _/ _/ Brook Schofield = = _/ _/ _/ _/ _/ _/ _/ _/ _/ _/ B.Schofield at griffith.edu.au = = _/_/ _/_/_/ _/ _/ _/ _/ _/_/ Ph: +61 7 387 53779 - WCN 0.28 = = _/ _/ _/ _/ _/ _/ _/ _/ _/ _/ Directory Services Integration = = _/_/_/ _/ _/ _/_/_/ _/_/_/ _/ _/ Griffith University QLD 4111 = ========================================================================= From stewart.james at vu.edu.au Thu Mar 20 01:01:12 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Thu, 20 Mar 2003 17:01:12 +1100 (EST) Subject: [rt-users] Possible minor bug in RT3rc3 In-Reply-To: References: Message-ID: Following up on this it I am also seeing messages like: RT_System - Status changed from open to open in the history of a ticket aswell. From when I 'reply' to an open ticket in the web interface. the rt3 system I am playing with is not set up for me to perform much testing, and I have run out of time to track this issue down any further. I would really like to know if anyone else is seeing this behaviour. I actuall think I saw it doing it with rc1 as well, but I can not remember. Stewart On Thu, 20 Mar 2003, Stewart James wrote: > Date: Thu, 20 Mar 2003 14:46:26 +1100 (EST) > From: Stewart James > To: rt-users at lists.fsck.com > Subject: [rt-users] Possible minor bug in RT3rc3 > > > Hi, > > I am still playing with RT 3 (nearly finished and hoping I will be able to > switch to RT3 on it's release). > > I have just noticed when replying to a message with status "new" in the > web interface the follwoing happens. > > * Select "reply" > * Tupe a message hit reply (Notice that the STatus was "new") > > Then go to history and you see entry: > > - RT_System - Status changed from new to open > - root - Correspondance added > - root - Status changed from open to new > > > Can anyone else duplicate this or is it just my system? > > Stewart > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From jesse at bestpractical.com Thu Mar 20 01:17:43 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 20 Mar 2003 01:17:43 -0500 Subject: [rt-users] Added bounce Detection for RT3 In-Reply-To: References: Message-ID: <20030320061743.GR31507@fsck.com> This is excellent. Thanks! I'll get this up into contrib as soon as I can manage and we'll look at folding it or something like it into a post-3.0 release Best, Jesse On Thu, Mar 20, 2003 at 03:47:15PM +1100, Stewart James wrote: > > > Hi, > > Here is my loose bounce detection for rt3. As usual not really tested, but > working for me. > > thse are diffs ofr ~rt3/lib/RT/Action/Sendmail.pm and > ~rt3/lib/Interface/Email.pm > > Add: > > Set($BounceDomain, "yourdomain.com"); > > to your RT_SiteConfig.pm where yourdomain is where you want your bounces > to go to. > > Under sendmail I put an alias > > bounce+*: "|/usr/local/rt3/bin/rt-mailgate --queue general --action comment --url http://WEBURL" > > THe queue is not important, email sent to people is sent as > bounce+ticket-#@vu.edu.au The system should figure out from that which > ticket to put the message into so the queue is not important. > > Also you must add a user 'bounce' (I set the real name to Bounced Message > - that way users see "Bounced Message VIA RT") and give use bounce tha > ability to comment on all tickets globally. > > I worked on this while doing other bits and peices so hope I did not > forget any other files I have altered. > > I'm not too worried about this but you might: Sendmail will add a warning > that www-data sent mail as bounce+yadayada, I think you can add www-data > to trusted users of senbmail for that to be stopped. I do not mind the > system doing this myself. > > If someone tries this and gets it working please let me know. Be aware, > that there is no 'loop' detection on this - if a non-requestor is > generating the bounces you will get a loop happening. > > Stewart > --- Action/SendEmail.pm 2003-03-20 13:26:25.000000000 +1100 > +++ /home/stewart/rt3/rt-3-0-0rc3/lib/RT/Action/Sendmail.pm 1970-01-01 10:00:00.000000000 +1000 > @@ -1,579 +0,0 @@ > -# BEGIN LICENSE BLOCK > -# > -# Copyright (c) 1996-2003 Jesse Vincent > -# > -# (Except where explictly superceded by other copyright notices) > -# > -# This work is made available to you under the terms of Version 2 of > -# the GNU General Public License. A copy of that license should have > -# been provided with this software, but in any event can be snarfed > -# from www.gnu.org. > -# > -# This work is distributed in the hope that it will be useful, but > -# WITHOUT ANY WARRANTY; without even the implied warranty of > -# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU > -# General Public License for more details. > -# > -# Unless otherwise specified, all modifications, corrections or > -# extensions to this work which alter its source code become the > -# property of Best Practical Solutions, LLC when submitted for > -# inclusion in the work. > -# > -# > -# END LICENSE BLOCK > -# Portions Copyright 2000 Tobias Brox > - > -package RT::Action::SendEmail; > -require RT::Action::Generic; > - > -use strict; > -use vars qw/@ISA/; > - at ISA = qw(RT::Action::Generic); > - > -use MIME::Words qw(encode_mimeword); > - > -=head1 NAME > - > - RT::Action::SendEmail - An Action which users can use to send mail > - or can subclassed for more specialized mail sending behavior. > - RT::Action::AutoReply is a good example subclass. > - > - > -=head1 SYNOPSIS > - > - require RT::Action::SendEmail; > - @ISA = qw(RT::Action::SendEmail); > - > - > -=head1 DESCRIPTION > - > -Basically, you create another module RT::Action::YourAction which ISA > -RT::Action::SendEmail. > - > -If you want to set the recipients of the mail to something other than > -the addresses mentioned in the To, Cc, Bcc and headers in > -the template, you should subclass RT::Action::SendEmail and override > -either the SetRecipients method or the SetTo, SetCc, etc methods (see > -the comments for the SetRecipients sub). > - > - > -=begin testing > - > -ok (require RT::Action::SendEmail); > - > -=end testing > - > - > -=head1 AUTHOR > - > -Jesse Vincent and Tobias Brox > - > -=head1 SEE ALSO > - > -perl(1). > - > -=cut > - > -# {{{ Scrip methods (_Init, Commit, Prepare, IsApplicable) > - > -# {{{ sub _Init > -# We use _Init from RT::Action > -# }}} > - > -# {{{ sub Commit > -#Do what we need to do and send it out. > -sub Commit { > - my $self = shift; > - > - my $MIMEObj = $self->TemplateObj->MIMEObj; > - my $msgid = $MIMEObj->head->get('Message-Id'); > - chomp $msgid; > - $RT::Logger->info($msgid." #".$self->TicketObj->id."/".$self->TransactionObj->id." - Scrip ". $self->ScripObj->id ." ".$self->ScripObj->Description); > - #send the email > - > - # If there are no recipients, don't try to send the message. > - # If the transaction has content and has the header RT-Squelch-Replies-To > - > - if ( defined $self->TransactionObj->Attachments->First() ) { > - my $squelch = $self->TransactionObj->Attachments->First->GetHeader( 'RT-Squelch-Replies-To'); > - > - if ($squelch) { > - my @blacklist = split ( /,/, $squelch ); > - > - # Cycle through the people we're sending to and pull out anyone on the > - # system blacklist > - > - foreach my $person_to_yank (@blacklist) { > - $person_to_yank =~ s/\s//g; > - @{ $self->{'To'} } = > - grep ( !/^$person_to_yank$/, @{ $self->{'To'} } ); > - @{ $self->{'Cc'} } = > - grep ( !/^$person_to_yank$/, @{ $self->{'Cc'} } ); > - @{ $self->{'Bcc'} } = > - grep ( !/^$person_to_yank$/, @{ $self->{'Bcc'} } ); > - } > - } > - } > - > - # Go add all the Tos, Ccs and Bccs that we need to to the message to > - # make it happy, but only if we actually have values in those arrays. > - > - $self->SetHeader( 'To', join ( ',', @{ $self->{'To'} } ) ) > - if ( $self->{'To'} && @{ $self->{'To'} } ); > - $self->SetHeader( 'Cc', join ( ',', @{ $self->{'Cc'} } ) ) > - if ( $self->{'Cc'} && @{ $self->{'Cc'} } ); > - $self->SetHeader( 'Bcc', join ( ',', @{ $self->{'Bcc'} } ) ) > - if ( $self->{'Cc'} && @{ $self->{'Bcc'} } ); > - > - > - # try to convert message body from utf-8 to $RT::EmailOutputEncoding > - $self->SetHeader( 'Content-Type', 'text/plain; charset="utf-8"' ); > - RT::I18N::SetMIMEEntityToEncoding( $MIMEObj, $RT::EmailOutputEncoding ); > - $self->SetHeader( 'Content-Type', > - 'text/plain; charset="' . $RT::EmailOutputEncoding . '"' ); > - > - $MIMEObj->make_multipart('mixed'); > - $self->SetHeader('MIME-Version', '1.0'); > - > - # Build up a MIME::Entity that looks like the original message. > - > - my $do_attach = $self->TemplateObj->MIMEObj->head->get('RT-Attach-Message'); > - > - if ($do_attach) { > - my $attachments = RT::Attachments->new($RT::SystemUser); > - $attachments->Limit( FIELD => 'TransactionId', > - VALUE => $self->TransactionObj->Id ); > - $attachments->OrderBy('id'); > - > - my $transaction_content_obj = $self->TransactionObj->ContentObj; > - > - # attach any of this transaction's attachments > - while ( my $attach = $attachments->Next ) { > - > - # Don't attach anything blank > - next unless ( $attach->Content ); > - > - # We want to make sure that we don't include the attachment that's being sued as the "Content" of this message" > - next > - if ( $transaction_content_obj > - && $transaction_content_obj->Id == $attach->Id ); > - $MIMEObj->attach( Type => $attach->ContentType, > - Data => $attach->Content ); > - } > - > - } > - > - #If we don't have any recipients to send to, don't send a message; > - unless ( $MIMEObj->head->get('To') > - || $MIMEObj->head->get('Cc') > - || $MIMEObj->head->get('Bcc') ) { > - $RT::Logger->info($msgid. " No recipients found. Not sending.\n"); > - return (1); > - } > - > - # PseudoTo (fake to headers) shouldn't get matched for message recipients. > - # If we don't have any 'To' header, drop in the pseudo-to header. > - > - $self->SetHeader( 'To', join ( ',', @{ $self->{'PseudoTo'} } ) ) > - if ( $self->{'PseudoTo'} && ( @{ $self->{'PseudoTo'} } ) > - and ( !$MIMEObj->head->get('To') ) ); > - > - my $ReturnPath = "bounce+ticket-" . $self->TicketObj->id . "\@$RT::BounceDomain"; > - if ( $RT::MailCommand eq 'sendmailpipe' ) { > - eval { > - open( MAIL, "|$RT::SendmailPath $RT::SendmailArguments -f$ReturnPath" ); > - print MAIL $MIMEObj->as_string; > - close(MAIL); > - }; > - if ($@) { > - $RT::Logger->crit($msgid. "Could not send mail. -".$@ ); > - } > - } > - else { > - if ( $RT::MailCommand eq 'sendmail' ) { > - $RT::MailParams = $RT::SendmailArguments; > - } > - > - unless ( $MIMEObj->send( $RT::MailCommand, $RT::MailParams ) ) { > - $RT::Logger->crit($msgid. "Could not send mail." ); > - return (0); > - } > - } > - > - > - my $success = ($msgid. " sent To: ".$MIMEObj->head->get('To') . " Cc: ".$MIMEObj->head->get('Cc') . " Bcc: ".$MIMEObj->head->get('Bcc')); > - $success =~ s/\n//gi; > - $RT::Logger->info($success); > - > - return (1); > - > -} > - > -# }}} > - > -# {{{ sub Prepare > - > -sub Prepare { > - my $self = shift; > - > - # This actually populates the MIME::Entity fields in the Template Object > - > - unless ( $self->TemplateObj ) { > - $RT::Logger->warning("No template object handed to $self\n"); > - } > - > - unless ( $self->TransactionObj ) { > - $RT::Logger->warning("No transaction object handed to $self\n"); > - > - } > - > - unless ( $self->TicketObj ) { > - $RT::Logger->warning("No ticket object handed to $self\n"); > - > - } > - > - my ( $result, $message ) = $self->TemplateObj->Parse( > - Argument => $self->Argument, > - TicketObj => $self->TicketObj, > - TransactionObj => $self->TransactionObj > - ); > - if ($result) { > - > - # Header > - $self->SetSubject(); > - $self->SetSubjectToken(); > - $self->SetRecipients(); > - $self->SetReturnAddress(); > - $self->SetRTSpecialHeaders(); > - if ($RT::EmailOutputEncoding) { > - > - # l10n related header > - $self->SetHeaderAsEncoding( 'Subject', $RT::EmailOutputEncoding ); > - $self->SetHeaderAsEncoding( 'From', $RT::EmailOutputEncoding ); > - } > - } > - > - return $result; > - > -} > - > -# }}} > - > -# }}} > - > -# {{{ Deal with message headers (Set* subs, designed for easy overriding) > - > -# {{{ sub SetRTSpecialHeaders > - > -# This routine adds all the random headers that RT wants in a mail message > -# that don't matter much to anybody else. > - > -sub SetRTSpecialHeaders { > - my $self = shift; > - > - $self->SetReferences(); > - > - $self->SetMessageID(); > - > - $self->SetPrecedence(); > - > - $self->SetHeader( 'X-RT-Loop-Prevention', $RT::rtname ); > - $self->SetHeader( 'RT-Ticket', > - $RT::rtname . " #" . $self->TicketObj->id() ); > - $self->SetHeader( 'Managed-by', > - "RT $RT::VERSION (http://www.bestpractical.com/rt/)" ); > - > - $self->SetHeader( 'RT-Originator', > - $self->TransactionObj->CreatorObj->EmailAddress ); > - return (); > - > -} > - > -# {{{ sub SetReferences > - > -=head2 SetReferences > - > - # This routine will set the References: and In-Reply-To headers, > -# autopopulating it with all the correspondence on this ticket so > -# far. This should make RT responses threadable. > - > -=cut > - > -sub SetReferences { > - my $self = shift; > - > - # 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 > - # actual message-id from the appropriate Attachment object. For > - # incoming mails, we would like to preserve the In-Reply-To and/or > - # References. > - > - $self->SetHeader( 'In-Reply-To', > - "TicketObj->id() . "\@" . $RT::rtname . ">" ); > - > - # TODO We should always add References headers for all message-ids > - # of previous messages related to this ticket. > -} > - > -# }}} > - > -# {{{ 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::VERSION ."-" > - . $self->TicketObj->id() . "-" > - . $self->TransactionObj->id() . "." > - . rand(20) . "\@" > - . $RT::Organization . ">" ) > - unless $self->TemplateObj->MIMEObj->head->get('Message-ID'); > -} > - > -# }}} > - > -# }}} > - > -# {{{ sub SetReturnAddress > - > -sub SetReturnAddress { > - > - my $self = shift; > - my %args = ( is_comment => 0, > - @_ ); > - > - # From and Reply-To > - # $args{is_comment} should be set if the comment address is to be used. > - my $replyto; > - > - if ( $args{'is_comment'} ) { > - $replyto = $self->TicketObj->QueueObj->CommentAddress > - || $RT::CommentAddress; > - } > - else { > - $replyto = $self->TicketObj->QueueObj->CorrespondAddress > - || $RT::CorrespondAddress; > - } > - > - unless ( $self->TemplateObj->MIMEObj->head->get('From') ) { > - my $friendly_name = $self->TransactionObj->CreatorObj->RealName; > - if ( $friendly_name =~ /^"(.*)"$/ ) { # a quoted string > - $friendly_name = $1; > - } > - > - $friendly_name =~ s/"/\\"/g; > - > - # TODO: this "via RT" should really be site-configurable. > - $self->SetHeader( 'From', "\"$friendly_name via RT\" <$replyto>" ); > - } > - > - unless ( $self->TemplateObj->MIMEObj->head->get('Reply-To') ) { > - $self->SetHeader( 'Reply-To', "$replyto" ); > - } > - > -} > - > -# }}} > - > -# {{{ sub SetHeader > - > -sub SetHeader { > - my $self = shift; > - my $field = shift; > - my $val = shift; > - > - chomp $val; > - chomp $field; > - $self->TemplateObj->MIMEObj->head->fold_length( $field, 10000 ); > - $self->TemplateObj->MIMEObj->head->replace( $field, $val ); > - return $self->TemplateObj->MIMEObj->head->get($field); > -} > - > -# }}} > - > -# {{{ sub SetRecipients > - > -=head2 SetRecipients > - > -Dummy method to be overriden by subclasses which want to set the recipients. > - > -=cut > - > -sub SetRecipients { > - my $self = shift; > - return (); > -} > - > -# }}} > - > -# {{{ sub SetTo > - > -sub SetTo { > - my $self = shift; > - my $addresses = shift; > - return $self->SetHeader( 'To', $addresses ); > -} > - > -# }}} > - > -# {{{ sub SetCc > - > -=head2 SetCc > - > -Takes a string that is the addresses you want to Cc > - > -=cut > - > -sub SetCc { > - my $self = shift; > - my $addresses = shift; > - > - return $self->SetHeader( 'Cc', $addresses ); > -} > - > -# }}} > - > -# {{{ sub SetBcc > - > -=head2 SetBcc > - > -Takes a string that is the addresses you want to Bcc > - > -=cut > - > -sub SetBcc { > - my $self = shift; > - my $addresses = shift; > - > - return $self->SetHeader( 'Bcc', $addresses ); > -} > - > -# }}} > - > -# {{{ sub SetPrecedence > - > -sub SetPrecedence { > - my $self = shift; > - > - unless ( $self->TemplateObj->MIMEObj->head->get("Precedence") ) { > - $self->SetHeader( 'Precedence', "bulk" ); > - } > -} > - > -# }}} > - > -# {{{ sub SetSubject > - > -=head2 SetSubject > - > -This routine sets the subject. it does not add the rt tag. that gets done elsewhere > -If $self->{'Subject'} is already defined, it uses that. otherwise, it tries to get > -the transaction's subject. > - > -=cut > - > -sub SetSubject { > - my $self = shift; > - my $subject; > - > - unless ( $self->TemplateObj->MIMEObj->head->get('Subject') ) { > - my $message = $self->TransactionObj->Attachments; > - my $ticket = $self->TicketObj->Id; > - > - if ( $self->{'Subject'} ) { > - $subject = $self->{'Subject'}; > - } > - elsif ( ( $message->First() ) > - && ( $message->First->Headers ) ) { > - my $header = $message->First->Headers(); > - $header =~ s/\n\s+/ /g; > - if ( $header =~ /^Subject: (.*?)$/m ) { > - $subject = $1; > - } > - else { > - $subject = $self->TicketObj->Subject(); > - } > - > - } > - else { > - $subject = $self->TicketObj->Subject(); > - } > - > - $subject =~ s/(\r\n|\n|\s)/ /gi; > - > - chomp $subject; > - $self->SetHeader( 'Subject', $subject ); > - > - } > - return ($subject); > -} > - > -# }}} > - > -# {{{ sub SetSubjectToken > - > -=head2 SetSubjectToken > - > - This routine fixes the RT tag in the subject. It's unlikely that you want to overwrite this. > - > -=cut > - > -sub SetSubjectToken { > - my $self = shift; > - my $tag = "[$RT::rtname #" . $self->TicketObj->id . "]"; > - my $sub = $self->TemplateObj->MIMEObj->head->get('Subject'); > - unless ( $sub =~ /\Q$tag\E/ ) { > - $sub =~ s/(\r\n|\n|\s)/ /gi; > - chomp $sub; > - $self->TemplateObj->MIMEObj->head->replace( 'Subject', "$tag $sub" ); > - } > -} > - > -# }}} > - > -# }}} > - > -# {{{ > - > -=head 2 SetHeaderAsEncoding($field_name, $charset_encoding) > - > - This routine converts the field into specified charset encoding. > - > -=cut > - > -sub SetHeaderAsEncoding { > - my $self = shift; > - my ( $field, $enc ) = ( shift, shift ); > - my $value = $self->TemplateObj->MIMEObj->head->get($field); > - > - # don't bother if it's us-ascii > - chomp $value; > - return unless $value =~ /[^\x20-\x7e]/; > - > - $value =~ s/\s*$//; > - > - # See RT::I18N, 'NOTES: Why Encode::_utf8_off before Encode::from_to' > - Encode::_utf8_off($value); > - my $res = Encode::from_to( $value, "utf-8", $enc ); > - $value = encode_mimeword( $value, 'b', $enc ); > - $self->TemplateObj->MIMEObj->head->replace( $field, $value ); > -} > - > -# }}} > - > -eval "require RT::Action::SendEmail_Local"; > -die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/SendEmail_Local.pm}); > - > -1; > - > --- Interface/Email.pm 2003-03-20 13:41:31.000000000 +1100 > +++ /home/stewart/rt3/rt-3-0-0rc3/lib/RT/Interface/Email.pm 2003-03-19 17:01:32.000000000 +1100 > @@ -424,17 +424,6 @@ > my $SystemQueueObj = RT::Queue->new($RT::SystemUser); > $SystemQueueObj->Load( $args{'queue'} ); > > -#SJ HACK ON BOUNCING > - my $IsABounce; > - my @BounceTo = ParseCcAddressesFromHead(Head => $head, > - CurrentUser => $RT::SystemUser, > - QueueObj =>$SystemQueueObj ); > -if ($BounceTo[0] =~/bounce\+/) { > - my $SJTicketId = $BounceTo[0]; > - $SJTicketId =~ s/bounce\+ticket-(\d+)@.*/$1/ ; > - $args{'ticket'} = $SJTicketId; > - $IsABounce = 1; > - } > > # We can safely have no queue of we have a known-good ticket > unless ( $args{'ticket'} || $SystemQueueObj->id ) { > @@ -452,15 +441,6 @@ > # 1 - Normal user > # 2 - User is allowed to specify status updates etc. a la enhanced-mailgate > > -#SJ HACK > - if ($IsABounce) { > - $RT::Logger->crit("LOADING BOUNCE USER"); > - $CurrentUser = RT::CurrentUser->new(); > - $CurrentUser->LoadByName('bounce'); > - $AuthStat=1; > -} else { > - > - > push @RT::MailPlugins, "Auth::MailFrom" unless @RT::MailPlugins; > # Since this needs loading, no matter what > > @@ -495,7 +475,7 @@ > last if $AuthStat == -1; > $AuthStat = $NewAuthStat if $NewAuthStat > $AuthStat; > } > -} > + > # {{{ If authentication fails and no new user was created, get out. > if ( !$CurrentUser or !$CurrentUser->Id or $AuthStat == -1 ) { > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From kazu at kmn.co.jp Thu Mar 20 02:36:23 2003 From: kazu at kmn.co.jp (Kazu Kimura) Date: Thu, 20 Mar 2003 16:36:23 +0900 Subject: [rt-users] Some questions References: <8FBC50F9-5A33-11D7-88DE-0003938AC910@hamilton.edu> Message-ID: <00a501c2eeb3$6910a390$360aa8c0@Office> Yes, I did try restarting httpd and dropped database and recreated. All attempt were failed. I tried with older version of RT such as rt-2-1.84 but the result is same. I capture the http request from client to RT server as follows. ...Accept-Language:ja.........(snip)........user=root&pass=password&Error=%E 3%81%82%E3%81%AA..... I believe this means the client(Internet Explorer) sent data with user 'root' and password 'password' correctly. I check the initialdata at /opt/rt3/etc/ and it includes above user and password. # Initial data for a fresh RT3 Installation. @Users = ( { Name => 'Nobody', RealName => 'Nobody in particular', Comments => 'Do not delete or modify this user. It is integral ' . 'to RT\'s internal data structures', Privileged => '0', }, { Name => 'root', Gecos => 'root', RealName => 'Enoch Root', Password => 'password', EmailAddress => "root\@localhost", Comments => 'SuperUser', Privileged => '1', } ); Any suggestion? Regards, Kazu ----- Original Message ----- From: "Jenn Sturm" To: Sent: Thursday, March 20, 2003 2:52 AM Subject: Re: [rt-users] Some questions > Did you try restarting httpd after installing? > > -Jenn > > On Wednesday, March 19, 2003, at 05:30 AM, Merritt Krakowitzer wrote: > > > Ive just installed RT 3, RC 3 and i get in fine with root and password > > the first time, Maybe try dropping the Database, and recreating it. > > > > Merritt. > > > > On Wed, 2003-03-19 at 12:06, Kazu Kimura wrote: > >> Hello ML people, > >> > >> I have installed RT 3-0-0rc3 and it seems it works properly > >> concerning web > >> interface. > >> > >> But I cannot login with 'root' and 'password' where this is rejected. > >> Do > >> you know the initial password? > >> > >> In addition, though this is rt 3-0-0rc3, the interface shows this is > >> rt2.1.68. Does this mean I installed 2-1-68 instead of rc3? > >> > >> Regards, > >> Kazu > >> > >> _______________________________________________ > >> rt-users mailing list > >> rt-users at lists.fsck.com > >> http://lists.fsck.com/mailman/listinfo/rt-users > >> > >> Have you read the FAQ? The RT FAQ Manager lives at > >> http://fsck.com/rtfm > > > > (on soblin) > > > > This E-mail contains confidential information for the addressee only. > > If you are not the intended recipient, please notify us immediately on > > (012) 337-5500. > > You should not use, disclose, distribute or copy this communication if > > received in error. The Private Security Industry Regulatory Authority > > (PSIRA) does not warrant and/or guarantee that the integrity of this > > communication has been maintained nor that the communication is free > > of errors, viruses, interception, > > or interference. No binding contract will result from this e-mail, > > until such > > time as a written document is signed on behalf of PSIRA. PSIRA cannot > > accept any > > responsibility for the completeness or accuracy of this message as it > > has been > > transmitted over public networks. > > > > --------------------------------------------------------- > > > > +-------------------------------------------------------------------+ > Jennifer Sturm > System Administrator and Research Support Specialist > Chemistry Department > Hamilton College > > jsturm at hamilton.edu > 315-859-4745 > > http://www.chem.hamilton.edu/ > http://mars.chem.hamilton.edu/ > +-------------------------------------------------------------------+ > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From hwagener at hamburg.fcb.com Thu Mar 20 05:12:53 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Thu, 20 Mar 2003 11:12:53 +0100 Subject: [rt-users] rt3 - LookupExternalUserInfo and LDAP auth In-Reply-To: Message-ID: <8328AD94-5ABC-11D7-A590-003065DC18B8@hamburg.fcb.com> Am Donnerstag, 20.03.03 um 04:10 Uhr schrieb Stewart James: > Bizarre, indeed (see below) > I had absolutley no issues with it here when I moved to rc3. (Only this > morning). [snip] > I have to ask, do you have any errors when you don;t have User_Local.pm > installed? It worked before. I removed User_Local.pm and it stopped working. I did a 'make upgrade && make fixperms' from the rc3 installation directory and normal auth worked again. I then dropped User_Local.pm into /opt/rt3/lib/RT and lo and behold - LDAP auth works again. I don't know what freaked out, but it was certainly an error on my side. Thanks for Your effort and help! Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From tomas at asertel.es Thu Mar 20 07:59:04 2003 From: tomas at asertel.es (=?iso-8859-1?q?Tom=E0s=20N=FA=F1ez=20Lirola?=) Date: Thu, 20 Mar 2003 13:59:04 +0100 Subject: [rt-users] Translate request-tracker Message-ID: <200303201359.07095.tomas@asertel.es> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi I'd like to use a spanish-translated version of request tracker, but I've not found any. Is there any? If not, how can I contribute translating it to spanish? -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.1 (GNU/Linux) iD8DBQE+ebsaGOU6HQZ81TcRAkdsAJ9o0e8FiTDnGHeLvy8LJxQIse7f3wCggRUz 8xXngGnKVO5ogifTnLWwEuo= =NSl3 -----END PGP SIGNATURE----- From sean at compu-aid.net Thu Mar 20 12:55:18 2003 From: sean at compu-aid.net (Sean Millichamp) Date: 20 Mar 2003 12:55:18 -0500 Subject: [rt-users] Possible minor bug in RT3rc3 In-Reply-To: References: Message-ID: <1048182918.5862.21.camel@pc01> On Wed, 2003-03-19 at 22:46, Stewart James wrote: > Then go to history and you see entry: > > - RT_System - Status changed from new to open > - root - Correspondance added > - root - Status changed from open to new > > > Can anyone else duplicate this or is it just my system? I also see this behavior with RT 3rc3. There is an add-on scrip that someone had contributed for RT2 to do the same thing and it also had the same bug as above. I recall seeing a patch posted to the mailing list at one point in time but it was a modification to RT itself (it changed the ordering of operations somewhere), not the action module. I don't know if that patch would even be close to applying on RT3. Sean From seph at directionless.org Thu Mar 20 15:50:11 2003 From: seph at directionless.org (seph) Date: Thu, 20 Mar 2003 12:50:11 -0800 Subject: [rt-users] Possible minor bug in RT3rc3 In-Reply-To: (Stewart James's message of "Thu, 20 Mar 2003 14:46:26 +1100 (EST)") References: Message-ID: > I have just noticed when replying to a message with status "new" in the > web interface the follwoing happens. > > Then go to history and you see entry: > > - RT_System - Status changed from new to open > - root - Correspondance added > - root - Status changed from open to new > > > Can anyone else duplicate this or is it just my system? what are your scrips? seph From jesse at bestpractical.com Thu Mar 20 16:02:30 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 20 Mar 2003 16:02:30 -0500 Subject: [rt-users] Possible minor bug in RT3rc3 In-Reply-To: References: Message-ID: <20030320210230.GI31507@fsck.com> It's a bug. I'm not sure that it will be fixed before 3.0.0. (I suspect it won't be) On Thu, Mar 20, 2003 at 12:50:11PM -0800, seph wrote: > > I have just noticed when replying to a message with status "new" in the > > web interface the follwoing happens. > > > > Then go to history and you see entry: > > > > - RT_System - Status changed from new to open > > - root - Correspondance added > > - root - Status changed from open to new > > > > > > Can anyone else duplicate this or is it just my system? > > what are your scrips? > > seph > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From stewart.james at vu.edu.au Thu Mar 20 16:36:37 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Fri, 21 Mar 2003 08:36:37 +1100 (EST) Subject: [rt-users] Possible minor bug in RT3rc3 In-Reply-To: References: Message-ID: Only the default scrips installed globaly. Nothing special. Cheers, Stewart On Thu, 20 Mar 2003, seph wrote: > Date: Thu, 20 Mar 2003 12:50:11 -0800 > From: seph > To: Stewart James > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] Possible minor bug in RT3rc3 > > > I have just noticed when replying to a message with status "new" in the > > web interface the follwoing happens. > > > > Then go to history and you see entry: > > > > - RT_System - Status changed from new to open > > - root - Correspondance added > > - root - Status changed from open to new > > > > > > Can anyone else duplicate this or is it just my system? > > what are your scrips? > > seph > From B.Schofield at mailbox.gu.edu.au Thu Mar 20 18:40:42 2003 From: B.Schofield at mailbox.gu.edu.au (Brook Schofield) Date: Fri, 21 Mar 2003 09:40:42 +1000 Subject: [rt-users] Translate request-tracker In-Reply-To: <200303201359.07095.tomas@asertel.es> Message-ID: <5.1.1.6.0.20030321093709.01b702f0@kraken.itc.gu.edu.au> At 01:59 PM 20/03/2003 +0100, Tom?s N??ez Lirola wrote: >Hi >I'd like to use a spanish-translated version of request tracker, but I've not >found any. >Is there any? If not, how can I contribute translating it to spanish? The file you want to look at is: /lib/RT/I18N/es.po it seems to be mostly complete but needs some modifications. Download RT and extract it. Make a backup of this file (es.po.orig) - make the necessary changes and then send a diff -u es.po.orig es.po back to the rt-devel list. -Brook ========================================================================= = _/_/_/ _/_/_/ _/_/_/ _/_/_/ _/ _/ Brook Schofield = = _/ _/ _/ _/ _/ _/ _/ _/ _/ _/ B.Schofield at griffith.edu.au = = _/_/ _/_/_/ _/ _/ _/ _/ _/_/ Ph: +61 7 387 53779 - WCN 0.28 = = _/ _/ _/ _/ _/ _/ _/ _/ _/ _/ Directory Services Integration = = _/_/_/ _/ _/ _/_/_/ _/_/_/ _/ _/ Griffith University QLD 4111 = ========================================================================= From hwagener at hamburg.fcb.com Fri Mar 21 04:25:45 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 21 Mar 2003 10:25:45 +0100 Subject: [rt-users] Translate request-tracker In-Reply-To: <5.1.1.6.0.20030321093709.01b702f0@kraken.itc.gu.edu.au> Message-ID: <1863F086-5B7F-11D7-80E1-003065DC18B8@hamburg.fcb.com> On a related note, I am in the midst of doing my alternate version of the german translation (which is great, but I like my style more(-: ). Doing this, I saw that there are 'tickets' and 'requests' in RT3. Is there a functional difference between both that I am not aware of, or are both regarding the same thing? Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From svk at dtnet.de Fri Mar 21 06:54:16 2003 From: svk at dtnet.de (Sven Klose) Date: 21 Mar 2003 12:54:16 +0100 Subject: [rt-users] upgrade from rt 2-0-11 to rt 3-0-0rc3 Message-ID: <1048247656.29988.46.camel@ifs-090> hi ppl, is it possible to upgrade from rt 2-0-11 to rt 3-0-0rc3? couldn't find any point in the documentation which deals with this. greets sven -- ---------------------------------------------------------- DT Netsolution GmbH - Talaeckerstr. 30 - D-70437 Stuttgart Tel: +49-711-849910-18 Fax: +49-711-849910-918 WEB: http://www.dtnet.de/ mailto:svk at dtnet.de From ben at atomicmatrix.net Fri Mar 21 07:38:53 2003 From: ben at atomicmatrix.net (Ben Goodwin) Date: Fri, 21 Mar 2003 07:38:53 -0500 Subject: [rt-users] multiple email addresses for one user Message-ID: <005101c2efa6$de74a070$2a4cb784@cinergi> Hello, Is there anyone who's dealt with consolidating mutliple email addresses that a single user has into one account? This would require modifying the system to hold multiple emails for one user, and sending correspondence out the first email listed, no? We'd like to accurately track individuals, not all 10 email addresses they happen to have. I can probably do the mods myself but didn't want to reinvent the wheel... Thanks, -=| Ben From darren at boston.com Fri Mar 21 08:16:33 2003 From: darren at boston.com (darren chamberlain) Date: Fri, 21 Mar 2003 08:16:33 -0500 Subject: [rt-users] multiple email addresses for one user In-Reply-To: <005101c2efa6$de74a070$2a4cb784@cinergi> References: <005101c2efa6$de74a070$2a4cb784@cinergi> Message-ID: <20030321-2f18833d2aeddcce06ef68f5b279ce43@mail.boston.com> * Ben Goodwin [2003-03-21 07:38]: > Is there anyone who's dealt with consolidating mutliple email > addresses that a single user has into one account? This would require > modifying the system to hold multiple emails for one user, and sending > correspondence out the first email listed, no? We'd like to > accurately track individuals, not all 10 email addresses they happen > to have. I can probably do the mods myself but didn't want to > reinvent the wheel... There is a function (RT2: CanonicalizaAddress in etc/config.pm; RT3: CanonicalizeEmailAddress, in lib/RT/User_Overlay.pm) that lets you map multiple email addresses to one address; you could begin your search there. This is a slightly different approach than the one you're suggesting, it basically figures out which addresses are all the same before new ones are added. (darren) -- You can't wake a person who is pretending to be asleep. -- Navajo Proverb From jgedeon at qualcomm.com Fri Mar 21 11:51:14 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Fri, 21 Mar 2003 08:51:14 -0800 Subject: [rt-users] multiple email addresses for one user In-Reply-To: <20030321-2f18833d2aeddcce06ef68f5b279ce43@mail.boston.com> References: <005101c2efa6$de74a070$2a4cb784@cinergi> <005101c2efa6$de74a070$2a4cb784@cinergi> Message-ID: <5.1.0.14.2.20030321084736.032e38d0@unixmail.qualcomm.com> At 05:16 AM 3/21/2003, you wrote: >* Ben Goodwin [2003-03-21 07:38]: > > Is there anyone who's dealt with consolidating mutliple email > > addresses that a single user has into one account? This would require > > modifying the system to hold multiple emails for one user, and sending > > correspondence out the first email listed, no? We'd like to > > accurately track individuals, not all 10 email addresses they happen > > to have. I can probably do the mods myself but didn't want to > > reinvent the wheel... > >There is a function (RT2: CanonicalizaAddress in etc/config.pm; RT3: >CanonicalizeEmailAddress, in lib/RT/User_Overlay.pm) that lets you map >multiple email addresses to one address; you could begin your search >there. I believe that function only works right if you know the standard format of the emails people will use. For example if i have john at example.com and j_g at sample.org and jhq at why.com how would you use the CanonicalizeEmailAddress function to associate those with the same user, even if they had the same domain unless you could look up the emails in an LDAP directory which stored all the emails as well as the username used in LDAP and RT. That make sense to anyone else besides me? John -- <>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on your own understanding; in all your ways acknowledge him, and he will make your paths straight." From darren at boston.com Fri Mar 21 12:04:28 2003 From: darren at boston.com (darren chamberlain) Date: Fri, 21 Mar 2003 12:04:28 -0500 Subject: [rt-users] multiple email addresses for one user In-Reply-To: <5.1.0.14.2.20030321084736.032e38d0@unixmail.qualcomm.com> References: <005101c2efa6$de74a070$2a4cb784@cinergi> <005101c2efa6$de74a070$2a4cb784@cinergi> <5.1.0.14.2.20030321084736.032e38d0@unixmail.qualcomm.com> Message-ID: <20030321170428.GA10064@boston.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 * John Gedeon [2003-03-21 11:53]: > I believe that function only works right if you know the standard > format of the emails people will use. For example if i have > john at example.com and j_g at sample.org and jhq at why.com how would you use > the CanonicalizeEmailAddress function to associate those with the same > user, even if they had the same domain unless you could look up the > emails in an LDAP directory which stored all the emails as well as the > username used in LDAP and RT. > > That make sense to anyone else besides me? Yes, that is exactly correct. But, I'm assuming that there is some way of automatically mapping usernames that come in via email to a canonical username. This might be /etc/aliases, a NIS map, an LDAP query, or possibly something even more baroque, but there has to be some sort of automated way to map email addresses to usernames. In the example you use above, what you need is effectively: %address_to_user = ( # Email address => RT Username 'john at example.com' => 'john', 'j_g at sample.org' => 'john', 'jhq at why.com' => 'john', ... ); sub CanonicalizeAddress { my $address = shift; return $address_to_user{$address}; } Though (hopefully!) %address_to_user come from a lookup to an existing system. (darren) - -- The awful thing about getting it right the first time is that nobody realizes how hard it was. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.1 (SunOS) iD8DBQE+e0YbzsinjrVhZaoRAtKAAJ9Wz+tJlvPWT+ImZqWI7l2q8TO5ewCgljMJ 9OwOktmmEtKB5hQN/Di7leg= =C0GB -----END PGP SIGNATURE----- From jgedeon at qualcomm.com Fri Mar 21 12:19:04 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Fri, 21 Mar 2003 09:19:04 -0800 Subject: [rt-users] multiple email addresses for one user In-Reply-To: <20030321170428.GA10064@boston.com> References: <5.1.0.14.2.20030321084736.032e38d0@unixmail.qualcomm.com> <005101c2efa6$de74a070$2a4cb784@cinergi> <005101c2efa6$de74a070$2a4cb784@cinergi> <5.1.0.14.2.20030321084736.032e38d0@unixmail.qualcomm.com> Message-ID: <5.1.0.14.2.20030321091620.032d6428@unixmail.qualcomm.com> >Yes, that is exactly correct. But, I'm assuming that there is some way >of automatically mapping usernames that come in via email to a canonical >username. This might be /etc/aliases, a NIS map, an LDAP query, or >possibly something even more baroque, but there has to be some sort of >automated way to map email addresses to usernames. > >In the example you use above, what you need is effectively: > > %address_to_user = ( > # Email address => RT Username > 'john at example.com' => 'john', > 'j_g at sample.org' => 'john', > 'jhq at why.com' => 'john', > ... > ); > > sub CanonicalizeAddress { > my $address = shift; > return $address_to_user{$address}; > } > >Though (hopefully!) %address_to_user come from a lookup to an existing >system. I agree an that is (for the most part) what I did to solve that problem at our site. Here people can have up to 5 aliases so we could have johng or jgedeon etc so I use an ldap look up to find all the email aliases for a user and pick the one that is their unix user account to store and use in rt. It seems to be working for us so Ben you may look at doing something similar. John -- <>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on your own understanding; in all your ways acknowledge him, and he will make your paths straight." From darren at boston.com Fri Mar 21 12:24:52 2003 From: darren at boston.com (darren chamberlain) Date: Fri, 21 Mar 2003 12:24:52 -0500 Subject: [rt-users] multiple email addresses for one user In-Reply-To: <5.1.0.14.2.20030321091620.032d6428@unixmail.qualcomm.com> References: <5.1.0.14.2.20030321084736.032e38d0@unixmail.qualcomm.com> <005101c2efa6$de74a070$2a4cb784@cinergi> <005101c2efa6$de74a070$2a4cb784@cinergi> <5.1.0.14.2.20030321084736.032e38d0@unixmail.qualcomm.com> <5.1.0.14.2.20030321091620.032d6428@unixmail.qualcomm.com> Message-ID: <20030321-21439e6a72ca767e923eb6dfa9afd2bb@mail.boston.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 A while back I wrote Mail::ExpandAliases[*] to do precisely this for our RT install. Mail::ExpandAliases returns the username (or final alias) for an email address, so you can do: use Mail::ExpandAliases; my $expander = Mail::ExpandAliases->new("/etc/aliases"); sub CanonicalizeAddress { my $address = shift; my @aliases = $expander->expand($address); return $aliases[0]; } (darren) * http://search.cpan.org/~darren/Mail-ExpandAliases/ - -- Although I can accept talking scarecrows, lions, and great wizards of emerald cities, I find it hard to believe there is no paperwork involved when your house lands on a witch. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.1 (SunOS) iD8DBQE+e0rjzsinjrVhZaoRAiUpAJ9cIof1ZElXBRzeg1QeOM6xxGmdOgCfXmev FYfKTYumg+Mn3Y2cj9bKmHw= =SaJP -----END PGP SIGNATURE----- From jesse at bestpractical.com Fri Mar 21 12:59:13 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 21 Mar 2003 12:59:13 -0500 Subject: [rt-users] [rt-announce] RT 3.0.0rc4 Message-ID: <20030321175913.GQ31507@fsck.com> RT 3.0 RC4 Release notes There are several minor isses with RC4 that will be slipstreamed in before 3.0.0, but otherwise, I believe we're basically there. You can pick up this release from http://fsck.com/pub/rt/devel/rt-3-0-0rc4.tar.gz Changelog 23 11 New french translation 25 12 Brazilian Portuguese translation 26 13 Postgres fixes 27 14 Postgres schema tweak 28 15 Further postgres tweaks and fixes 29 16 RT should now be less overzealous about opening and then marking a ticket 'new' again 30 17 Bumping to 3.0.0rc4 As is often the case, several schema issues popped up at the last minute. Below are instructions for bringing an existing database up to date. Mysql: New column added mysql rt3 -e 'alter table sessions add column LastUpdated timestamp' Postgres: Several unavoidable changes have been made to RT's postgres database schema. You'll need to issue the following commands to postgres in order to bring your schema up to date: ALTER TABLE Attachments RENAME COLUMN Content to OldContent; ALTER TABLE Attachments ADD COLUMN Content text NULL; UPDATE Attachments SET Content = OldContent; ALTER TABLE Attachments RENAME COLUMN Headers to OldHeaders; ALTER TABLE Attachments ADD COLUMN Headers text NULL; UPDATE Attachments SET Headers = OldHeaders; ALTER TABLE sessions ADD COLUMN LastUpdated TIMESTAMP not null default current_timestamp; (The following two commands will only work on Postgres 7.3) ALTER TABLE Attachments DROP Column OldContent; ALTER TABLE Attachments DROP Column OldHeaders; -- 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 jmccarty at scoe.org Fri Mar 21 15:38:15 2003 From: jmccarty at scoe.org (Joe McCarty) Date: Fri, 21 Mar 2003 12:38:15 -0800 Subject: [rt-users] install problem Message-ID: <003b01c2efe9$cc348e50$4920000a@class.ms.scoe.org> I installed rt-3-0-0rc3 successfully. But when I point my browser at rt.myorg.org, all I see is the code in /opt/rt3/share/html/index.html. This must be a misconfiguration, but I have been unsuccessful in finding my error. I'd appreciate any suggestions. Apache is set up with RT as the main root, without a virtual domain. Thanks, Joe McCarty From ajharrison at gwi.net Fri Mar 21 15:43:20 2003 From: ajharrison at gwi.net (Andy Harrison) Date: Fri, 21 Mar 2003 15:43:20 -0500 (EST) Subject: [rt-users] install problem In-Reply-To: <003b01c2efe9$cc348e50$4920000a@class.ms.scoe.org> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On 21-Mar-2003, Joe McCarty wrote message "[rt-users] install problem" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > I installed rt-3-0-0rc3 successfully. But when I point my browser at > rt.myorg.org, all I see is the code in /opt/rt3/share/html/index.html. > > This must be a misconfiguration, but I have been unsuccessful in finding my > error. I'd appreciate any suggestions. > > Apache is set up with RT as the main root, without a virtual domain. Did you put the Mason perlhandler line in there? ~~ Andy Harrison Great Works Internet System Operations ajharrison at gwi.net RSA 1024 pgp key: http://www.nachoz.com/andy.pub -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQCVAwUBPnt5Z1PEkLgodAWVAQFrIQQAhcfUdHk03KPgn9UsmGd+YnZd68w/L0YC D7zLOMdk5XZCm1JYxJB3b7WTFgBX4DwJtPQwX4zP5fVFwxr2EVHexaXMY8RtGmcq 1LeFWvbJY7IC5Vtdo/IzRQtimdd8QyCHZVUWngFsW27Gy2tOsEfxsvP1+uHyQ5Iu e2edfpjfnU4= =vvxw -----END PGP SIGNATURE----- From ajharrison at gwi.net Fri Mar 21 16:09:18 2003 From: ajharrison at gwi.net (Andy Harrison) Date: Fri, 21 Mar 2003 16:09:18 -0500 (EST) Subject: [rt-users] install problem In-Reply-To: <004c01c2efed$2dc4b930$4920000a@class.ms.scoe.org> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On 21-Mar-2003, Joe McCarty wrote message "Re: [rt-users] install problem" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > I just corrected a typo in the block, and refreshed my browser. > Now I have an "Internal Server Error" message. The error log output would be more helpful.... (Reply to the list please, not just direct.) ~~ Andy Harrison Great Works Internet System Operations ajharrison at gwi.net RSA 1024 pgp key: http://www.nachoz.com/andy.pub -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQCVAwUBPnt/fVPEkLgodAWVAQHdgQQAhrS5fUlztDn1h/IiPFyBzsufEyHLUGO8 0xErlTC7kIV6296xKmPsHR4AMNspdA++nnJcUDscMxh8O1jFeA5ajwrEWQiG4eYm gMN2T2vzaPiBJ1oTM3Oc0SD53/czp18ZG5+wes9mTCVYY+bXuGD7lwfb9iKQlRtu GHVqLVs4TrM= =Jx72 -----END PGP SIGNATURE----- From jmccarty at scoe.org Fri Mar 21 16:38:50 2003 From: jmccarty at scoe.org (Joe McCarty) Date: Fri, 21 Mar 2003 13:38:50 -0800 Subject: [rt-users] install problem References: Message-ID: <005401c2eff2$436df940$4920000a@class.ms.scoe.org> Apache's error log states "Can't locate RTMason.pm in @INC (@INC contains ...serveral path statements). Thanks, Joe McCarty ----- Original Message ----- From: "Andy Harrison" To: "Joe McCarty" ; Sent: Friday, March 21, 2003 1:09 PM Subject: Re: [rt-users] install problem > -----BEGIN PGP SIGNED MESSAGE----- > > > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > On 21-Mar-2003, Joe McCarty wrote message "Re: [rt-users] install problem" > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > > I just corrected a typo in the block, and refreshed my browser. > > Now I have an "Internal Server Error" message. > > The error log output would be more helpful.... > > (Reply to the list please, not just direct.) > > > > > ~~ > Andy Harrison > Great Works Internet > System Operations > ajharrison at gwi.net > RSA 1024 pgp key: http://www.nachoz.com/andy.pub > > -----BEGIN PGP SIGNATURE----- > Version: PGP 6.5.8 > > iQCVAwUBPnt/fVPEkLgodAWVAQHdgQQAhrS5fUlztDn1h/IiPFyBzsufEyHLUGO8 > 0xErlTC7kIV6296xKmPsHR4AMNspdA++nnJcUDscMxh8O1jFeA5ajwrEWQiG4eYm > gMN2T2vzaPiBJ1oTM3Oc0SD53/czp18ZG5+wes9mTCVYY+bXuGD7lwfb9iKQlRtu > GHVqLVs4TrM= > =Jx72 > -----END PGP SIGNATURE----- > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From ajharrison at gwi.net Fri Mar 21 16:50:08 2003 From: ajharrison at gwi.net (Andy Harrison) Date: Fri, 21 Mar 2003 16:50:08 -0500 (EST) Subject: [rt-users] install problem In-Reply-To: <005401c2eff2$436df940$4920000a@class.ms.scoe.org> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On 21-Mar-2003, Joe McCarty wrote message "Re: [rt-users] install problem" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > Apache's error log states "Can't locate RTMason.pm in @INC (@INC contains > ...serveral path statements). There's your answer. Install it correctly and you'll be all set. ~~ Andy Harrison Great Works Internet System Operations ajharrison at gwi.net RSA 1024 pgp key: http://www.nachoz.com/andy.pub -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQCVAwUBPnuJD1PEkLgodAWVAQE1RAP/T/D0EzRou56+4sbU6ok/5bYq7/2p33xq p4EX7N1/X8Yreyt7XZwFES4/uiB7CsRV6cuyyOo2dffLqrZQ3Bwh2Y3ETkiU+DMn AHmz8L/RomrYXvwhSNxbpdb6z/8T0c+D3HAgnmD1UdEkOaDz6I4h/acYqQ5iKQfx ZVTzWU6sQr8= =66ve -----END PGP SIGNATURE----- From jmccarty at scoe.org Fri Mar 21 17:21:36 2003 From: jmccarty at scoe.org (Joe McCarty) Date: Fri, 21 Mar 2003 14:21:36 -0800 Subject: [rt-users] install problem References: Message-ID: <007001c2eff8$3c9fd1f0$4920000a@class.ms.scoe.org> rt-test-dependencies shows Mason and related dependencies "found." Just to make sure, I just used CPAN to install HTML::Mason again. Stopping and starting apache again, I still get the same "Can't locate RT/Mason.pm in @INC" message. Thanks for the help, Joe McCarty ----- Original Message ----- From: "Andy Harrison" To: "Joe McCarty" Cc: Sent: Friday, March 21, 2003 1:50 PM Subject: Re: [rt-users] install problem > -----BEGIN PGP SIGNED MESSAGE----- > > > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > On 21-Mar-2003, Joe McCarty wrote message "Re: [rt-users] install problem" > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > > Apache's error log states "Can't locate RTMason.pm in @INC (@INC contains > > ...serveral path statements). > > > There's your answer. Install it correctly and you'll be all set. > > > > ~~ > Andy Harrison > Great Works Internet > System Operations > ajharrison at gwi.net > RSA 1024 pgp key: http://www.nachoz.com/andy.pub > > -----BEGIN PGP SIGNATURE----- > Version: PGP 6.5.8 > > iQCVAwUBPnuJD1PEkLgodAWVAQE1RAP/T/D0EzRou56+4sbU6ok/5bYq7/2p33xq > p4EX7N1/X8Yreyt7XZwFES4/uiB7CsRV6cuyyOo2dffLqrZQ3Bwh2Y3ETkiU+DMn > AHmz8L/RomrYXvwhSNxbpdb6z/8T0c+D3HAgnmD1UdEkOaDz6I4h/acYqQ5iKQfx > ZVTzWU6sQr8= > =66ve > -----END PGP SIGNATURE----- > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From chris at summersault.com Fri Mar 21 18:03:05 2003 From: chris at summersault.com (Chris Hardie) Date: Fri, 21 Mar 2003 18:03:05 -0500 (EST) Subject: [rt-users] RT3 RC4 auto create of non-privileged users fails Message-ID: Hi. I've got RT3 RC4 running on FreeBSD 4.7 with Postgres 7.2, using qmail as the MTA. Everything works fine so far except that when a non-existent user sends e-mail to the e-mail gateway, a message is generated to RTOwner with subject "Could not load a valid user" that says "RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email." I've poured through the mailing lists, documentation, and source code, and can't seem to put together why this would be happening, so here I am. Some relevant data points: -RT writes a similar message out through syslog when the error occurs: "RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (/home/rt/lib/RT/Interface/Email.pm:483)" -I can successfully open a ticket if I send the e-mail from an address that belongs to a known privileged user. So I know that e-mail -> mailgate -> RT works in some capacity that results in database writes. -The RT 3.0 draft manual mentions a config parameter "$LookupSenderInExternalDatabase", but I can't find it referenced anywhere else. The other relevant documentation always implies that the auto-creation of non-privileged users is turned on by default. I've tried setting it to 1 and 0, no luck with either. -The .qmail file that I'm using looks like this: | /var/qmail/bin/preline /home/rt/bin/rt-mailgate --queue 'tech support' --action correspond Any help will be much appreciated! Thanks, Chris From stewart.james at vu.edu.au Sat Mar 22 06:33:39 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Sat, 22 Mar 2003 22:33:39 +1100 (EST) Subject: [rt-users] upgrade from rt 2-0-11 to rt 3-0-0rc3 In-Reply-To: <1048247656.29988.46.camel@ifs-090> References: <1048247656.29988.46.camel@ifs-090> Message-ID: While I won;t be doing an upgrade (my rt2 instllation is still in a test phase) I trial the rt2-rt3 software it worked pretty well. It isn;t in the docs, but I did not it somware in the rt3 directories of the RT ftp site. It's more of dump database->import database, but worked pretty well when I had a go at it. Cheers, Stewart On Fri, 21 Mar 2003, Sven Klose wrote: > Date: 21 Mar 2003 12:54:16 +0100 > From: Sven Klose > To: rt-users at lists.fsck.com > Subject: [rt-users] upgrade from rt 2-0-11 to rt 3-0-0rc3 > > hi ppl, > > is it possible to upgrade from rt 2-0-11 to rt 3-0-0rc3? > couldn't find any point in the documentation which deals with this. > > greets sven > > From chris at summersault.com Sat Mar 22 10:17:01 2003 From: chris at summersault.com (Chris Hardie) Date: Sat, 22 Mar 2003 10:17:01 -0500 (EST) Subject: [rt-users] RT3 RC4 auto create of non-privileged users fails In-Reply-To: References: Message-ID: On Fri, 21 Mar 2003, Chris Hardie wrote: > > Hi. I've got RT3 RC4 running on FreeBSD 4.7 with Postgres 7.2, using > qmail as the MTA. > > Everything works fine so far except that when a non-existent user sends > e-mail to the e-mail gateway, a message is generated to RTOwner with > subject "Could not load a valid user" that says "RT could not load a valid > user, and RT's configuration does not allow for the creation of a new user > for your email." It turns out that assigning the privilege "Create Ticket" to the Global System Group "Unprivileged" was all that needed to happen to fix this. The documentation I reviewed implies that this is the default behavior without any such action being needed, so I'm hoping my pain can benefit anyone else who might fall into the same confusion. Chris From Shmulik at olivesoftware.com Sun Mar 23 14:20:32 2003 From: Shmulik at olivesoftware.com (Shmulik Gazit) Date: Sun, 23 Mar 2003 21:20:32 +0200 Subject: [rt-users] Where is the "To:" in the headers with multiple recipients? Message-ID: <71B89563D3D7D3118D390008C79F359DF4F7D5@OLIVE> Hello, I'm still trying to track down why I won't get AdminCC mail when two or more recipients on our domain are defined. Our configuration is: RedHat 6.2 as a mail relay, sits in DMZ. All the mail is put into one mailbox. Exchange 5.5 with POPBeamer software. The POPBeamer connects to the mail relay's mailbox and gets the mail, then give it to exchange. This is how a mail with multiple recipients look like, in the mail relay's mailbox: >From apache at rt.olivesoftware.com Sun Mar 23 19:14:14 2003 Return-Path: Received: from fw-1.netvision.net.il ([192.115.127.33]) by mail.olive-soft.com (8.9.3/8.9.3) with SMTP id TAA31520; Sun, 23 Mar 2003 19:14:14 +0200 Received: (from apache at localhost) by rt.olivesoftware.com (8.11.6/8.11.6) id h2NHtTF24534; Sun, 23 Mar 2003 19:55:29 +0200 Date: Sun, 23 Mar 2003 19:55:29 +0200 RT-Attach-Message: yes Subject: [olivesoftware.com #22] test 10 From: "root via RT" Reply-To: rt at rt.olivesoftware.com In-Reply-To: Message-ID: Precedence: bulk X-RT-Loop-Prevention: olivesoftware.com RT-Ticket: olivesoftware.com #22 Managed-by: RT 3.0.0rc1 (http://www.bestpractical.com/rt/) RT-Originator: root at rt.olivesoftware.com Bcc: Content-type: multipart/mixed; boundary="----------=_1048442129-14606-3" MIME-Version: 1.0 This is a multi-part message in MIME format... ------------=_1048442129-14606-3 Content-Type: text/plain; charset="utf-8" Sun Mar 23 19:55:28 2003: Request 22 was acted upon. Transaction: Ticket created by root at rt.olivesoftware.com Queue: General Subject: test 10 Owner: Nobody Requestors: root at rt.olivesoftware.com Status: new Ticket test 10 --------------------- As you can see, there is no TO: field, so when the POPBeamer gets the mail, it doesn't have an address to send it to, and it fails to deliver. When I send to two recipients on hotmail, both get the mail, so it is probably something that is getting lost between RT (RedHat 7.3 with default sendmail) and the mail-relay. any ideas? thanks! /Shmulik. Shmulik Gazit Application Engineer Olive Software LTD. http://www.olivesoftware.com Phone: +972-9-7643525 Direct: +972-9-7643510 Cell: +972-54-483949 Fax: +972-9-7643526 ICQ: 4262850 MSN: shmulikgazit at hotmail.com YahooM: shmulikgazit at yahoo.com AOL: ShmulikGZ From stewart.james at vu.edu.au Mon Mar 24 00:43:19 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Mon, 24 Mar 2003 16:43:19 +1100 (EST) Subject: [rt-users] Old browsers and RT3rc3 Message-ID: Hi All, Just wondering if RT is going to continue being usable by all browsers. I was just showing someone RT3 who uses Netscape 4 (most of our clients are still using Netscape 4) and found it was not working so well in Netscape 4. I haev so far discovered the following when following the link to a ticket from the create email (/Ticket/Display.html?id#). * Login box was hard left. * after login I got an error because for some reason the URL was reduced to "/Ticket" * Once I manually typed in the url, the top left hand preferences/logout and Logged in as... was missing. 2 of them are breaking the application for Netscape 4 users, one is only looks (login box). Sorry to sound like a winger here, but I thought one of the better things about RT was that it worked with older browsers. I will try and see if I can't offer a patch for this, but in the mean time I figured I should atleast mention it. Cheers, Stewart From jesse at bestpractical.com Mon Mar 24 01:55:02 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 24 Mar 2003 01:55:02 -0500 Subject: [rt-users] Old browsers and RT3rc3 In-Reply-To: References: Message-ID: <20030324065502.GA2075@fsck.com> On Mon, Mar 24, 2003 at 04:43:19PM +1100, Stewart James wrote: > > Hi All, > > Just wondering if RT is going to continue being usable by all browsers. > > I was just showing someone RT3 who uses Netscape 4 (most of our clients > are still using Netscape 4) and found it was not working so well in > Netscape 4. > > I haev so far discovered the following when following the link to a > ticket from the create email (/Ticket/Display.html?id#). > > * after login I got an error because for some reason the URL was reduced > to "/Ticket" I'd bet quite strongly that that's a configuration error, not a bug in RT. > Sorry to sound like a winger here, but I thought one of the better things > about RT was that it worked with older browsers. Older no, widely used, yes. Netscape 4 is one of the most horribly broken pieces of crap out there, with regard to Cascading Style Sheets. It would be one thing if it just didn't support them, but no. It supports them _wrong_. When building RT3, we had a choice between having our UI work well in a wide variety of current browsers (including Mozilla, Netscape 6, IE5 and 6, lynx and w3m) or having it work well in Netscape 4. If you need support for netscape 4, Best Practical can of course build you a custom frontend designed for Netscape 4. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From martin.schapendonk at whitehorses.nl Mon Mar 24 02:59:13 2003 From: martin.schapendonk at whitehorses.nl (Martin Schapendonk) Date: Mon, 24 Mar 2003 08:59:13 +0100 Subject: [rt-users] Where is the "To:" in the headers with multiple recipients? In-Reply-To: <71B89563D3D7D3118D390008C79F359DF4F7D5@OLIVE> Message-ID: Hi, # As you can see, there is no TO: field, so when the POPBeamer gets # the mail, # it doesn't have an address to send it to, and it fails to deliver. # When I send to two recipients on hotmail, both get the mail, so it is # probably something that is getting lost between RT (RedHat 7.3 # with default # sendmail) and the mail-relay. Sounds like POPBeamer is not behaving how it should. A To-header is not necessary in an email, just an envelope address is required for an MTA to deliver an email. POPBeamer presumably also doesn't handle Bcc? Cheers, Martin From Shmulik at olivesoftware.com Mon Mar 24 04:02:11 2003 From: Shmulik at olivesoftware.com (Shmulik Gazit) Date: Mon, 24 Mar 2003 11:02:11 +0200 Subject: [rt-users] Where is the "To:" in the headers with multiple re cipients? Message-ID: <71B89563D3D7D3118D390008C79F359DF4F7DC@OLIVE> You are right!!! After talking with the ISP who installed POPBeamer it turned out that it has problems if there is more than one recipient BCCed. We'll have to upgrade our mail-relay solution. I can't believe I waisted a the good part of a month agonizing on this. Thank you! /Shmulik. -----Original Message----- From: Martin Schapendonk [mailto:martin.schapendonk at whitehorses.nl] Sent: Mon, March 24, 2003 9:59 AM To: Rt-Users (E-mail) Subject: RE: [rt-users] Where is the "To:" in the headers with multiple recipients? Hi, # As you can see, there is no TO: field, so when the POPBeamer gets # the mail, # it doesn't have an address to send it to, and it fails to deliver. # When I send to two recipients on hotmail, both get the mail, so it is # probably something that is getting lost between RT (RedHat 7.3 # with default # sendmail) and the mail-relay. Sounds like POPBeamer is not behaving how it should. A To-header is not necessary in an email, just an envelope address is required for an MTA to deliver an email. POPBeamer presumably also doesn't handle Bcc? Cheers, Martin _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From Shmulik at olivesoftware.com Mon Mar 24 04:09:06 2003 From: Shmulik at olivesoftware.com (Shmulik Gazit) Date: Mon, 24 Mar 2003 11:09:06 +0200 Subject: [rt-users] Where is the "To:" in the headers with multiple re cipients? Message-ID: <71B89563D3D7D3118D390008C79F359DF4F7DD@OLIVE> This is the KB item from POPBeamer's KB. Can you tell me if it's RT that is doing something that is not standard, or how can I make it, according to this KB, that it will be solved until we upgrade? The KB item: KBPB017 Symptoms: BCC addresses are not properly auto detected and routed. Cause: The handling of BCC addresses depends on the information that the ISP adds to the header of the message. I your ISP does not add the address of the final recipient somewhere in the header of the message, then POPBeamer can not route it. Like a normal letter, an email consist of a envelope and the messageitself. An email is routed based on the information on the envelope, exactly the same as a normal letter. When your ISP gets the message is discards the envelope and puts only the message into the POP3 mailbox. POPBeamer then downloads the message and it needs to recreate the envelope from the header of the message. For To: and CC: addresses the sender of the message adds the address to the header and so such messages are no problem for POPBeamer. However, in the case of a BCC the sender does not add the email address into the header of the message ( or else it would not be a Blind Carbon Copy ) and so the ISP needs to add it or POPBeamer has not enoughinformation to route the message properly. Luckily nearly all ISP add the email addresses somewhere and themost common is place where they add it is the Received: line which looks something like this: Received: by smtp.yourisp.com with SomeProgram v1.00 for ; Tue, 1 Jan 2002 10:49:21 +0100 Other common lines which POPBeamer scans are: Resent-To: Apparently-To: Envelope-to: X-RCPT-TO: Delivered-To: ---------- Thanks! /Shmulik. -----Original Message----- From: Shmulik Gazit [mailto:Shmulik at olivesoftware.com] Sent: Mon, March 24, 2003 11:02 AM To: 'Martin Schapendonk' Cc: Rt-Users (E-mail) Subject: RE: [rt-users] Where is the "To:" in the headers with multiple re cipients? You are right!!! After talking with the ISP who installed POPBeamer it turned out that it has problems if there is more than one recipient BCCed. We'll have to upgrade our mail-relay solution. I can't believe I waisted a the good part of a month agonizing on this. Thank you! /Shmulik. -----Original Message----- From: Martin Schapendonk [mailto:martin.schapendonk at whitehorses.nl] Sent: Mon, March 24, 2003 9:59 AM To: Rt-Users (E-mail) Subject: RE: [rt-users] Where is the "To:" in the headers with multiple recipients? Hi, # As you can see, there is no TO: field, so when the POPBeamer gets # the mail, # it doesn't have an address to send it to, and it fails to deliver. # When I send to two recipients on hotmail, both get the mail, so it is # probably something that is getting lost between RT (RedHat 7.3 # with default # sendmail) and the mail-relay. Sounds like POPBeamer is not behaving how it should. A To-header is not necessary in an email, just an envelope address is required for an MTA to deliver an email. POPBeamer presumably also doesn't handle Bcc? Cheers, Martin _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 rehan at nha.co.za Mon Mar 24 04:44:18 2003 From: rehan at nha.co.za (Rehan van der Merwe) Date: Mon, 24 Mar 2003 11:44:18 +0200 Subject: [rt-users] migrating from RT 2.0.11/PostgreSQL to RT 2.0.11/MySQL? Message-ID: <8F2D061DFD77E444B00D8FE9B8273DD005AD38@titan.nha.co.za> Hi Seth, Have you been able to resolve this? I have the same intention now, but am unsure if it will work OK. Else, how did you migrate your Pg db to MySQL? Rehan van der Merwe NHA -----Original Message----- From: Seth Gordon [mailto:seth at genome.wi.mit.edu] Sent: 13 March 2002 07:26 To: rt-users at lists.fsck.com Subject: [rt-users] migrating from RT 2.0.11/PostgreSQL to RT 2.0.11/MySQL? I have been running an RT server on a machine with PostgreSQL for a few months, and now I want to migrate all the ticket information to another installation, which runs MySQL. In PostgreSQL, the output of "pg_dump " appears to be the sequence of SQL commands that would be necessary to reconstruct the database. If I just dump the PostgreSQL RT database, and then use whatever MySQL's "execute all the SQL in this file" is to rebuild the database on the new server, will I have a problem? Do I have to massage the dump file in some way to make it conform to MySQL syntax or to match some configuration detail in the other system? The new installation has no tickets, queues, or users on it that I care about preserving. Both are running RT 2.0.11. From Jonathan.Stoneman at ftech.net Mon Mar 24 06:21:04 2003 From: Jonathan.Stoneman at ftech.net (Jonathan Stoneman) Date: Mon, 24 Mar 2003 11:21:04 -0000 Subject: [rt-users] What have I broken? Message-ID: <7183324281D1E345A1C949951DE70EE009ABBC@well.tynant.ftech.net> Hi All, We have recently started using RT and are running version 2.0.15. RT has stopped sending out messages when correspondence is added via the web interface. Mail sent to the queue address with the ticket number in the subject is added to the ticket as correspondence and messages are sent out. We have enabled all default OnCorrespond scripts in an attempt to get messages sent, but without affect. The scrips enabled are... NotifyAdminCcs with template Correspondence NotifyRequestAndCcs with template Correspondence NotifyOwner with template Correspondence NotifyRequestors with template Correspondence NotifyAllWatchers with template Correspondence NotifyOtherRecipients with template Correspondence Does anyone have any ideas why RT is failing to send out messages when correspondence is added via the web interface or alternatively where I should be looking to find out why it is behaving this way? With thanks, JOn. -- Jonathan Stoneman - Programmer - Frontier Internet Services Limited Tel: 02920 820045 Fax: 02920 820038 http://www.frontier.net.uk All statements made are subject to Frontier's Terms and Conditions of Business which are available upon request. From merrittk at sira-sa.co.za Mon Mar 24 06:37:46 2003 From: merrittk at sira-sa.co.za (Merritt Krakowitzer) Date: 24 Mar 2003 13:37:46 +0200 Subject: [rt-users] mail gateway issues - rt3-rc4 Message-ID: <1048505876.1085.1538.camel@test.alt> Hi guys Have a bit of a problem, my maillog gives me the following error: Mar 24 13:34:04 lan postfix/local[917]: 341D2C043: to=, relay=local, delay=180, status=deferred (temporary failure. Command output: An Error Occurred ================= 500 Can't connect to 192.168.1.46:80 (connect: timeout) ) I'm running mod_perl 1, apache 1.37 and postfix. My mailgateway was working under apache 2 and mod_perl2 but i had numerous other problems so i have downgraded. I can telnet this ip on port 80 and use the web interface without any problems. Anyone have any ideas? Regards Merritt. -------------- next part -------------- (on soblin) This E-mail contains confidential information for the addressee only. 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PSIRA cannot accept any responsibility for the completeness or accuracy of this message as it has been transmitted over public networks. --------------------------------------------------------- From andrew at peak.org Mon Mar 24 11:29:32 2003 From: andrew at peak.org (Andrew Lee) Date: 24 Mar 2003 08:29:32 -0800 Subject: [rt-users] ticket statuses Message-ID: <1048523372.5705.84.camel@grumpy.peak.org> Is there a simple way to add different values for 'Status' other than 'New', 'Open', etc? From pjackson at arterystudio.com Mon Mar 24 13:55:09 2003 From: pjackson at arterystudio.com (pjackson at arterystudio.com) Date: Mon, 24 Mar 2003 12:55:09 -0600 Subject: [rt-users] Frustrated Message-ID: <1048532109.3e7f548d5accf@webmail.arterystudio.com> Alirght guys/gals - I need some guidance. Below is my config .. RedHat 7.3 (fresh system) Request Tracker: v. 2-0-13 Apache (RPM install): Apache/1.3.27 (Unix) (Red-Hat/Linux) MYSQL: (RPM install): MySQL version 3.23.54 DBI: DBI-1.13 HTML-Mason: HTML-Mason-1.04 Libapreq: libapreq-1.1 All other dependencies installed through CPAN. Ran 'make testdeps' and reported all 'INSTALLED'. However, when I run 'make install' I get the following error message. ----------- [root at fusion rt-2-0-13]# 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' 'rt2alpha' cre ate Now creating a database for RT. Enter the mysql password for root: Creating mysql database rt2alpha. DBD::mysql::db do failed: Access denied for user: 'root at localhost' to database ' rt2alpha' at /usr/lib/perl5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line 77, < STDIN> line 1. Access denied for user: 'root at localhost' to database 'rt2alpha' at /usr/lib/perl 5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line 77, line 1. make: *** [createdb] Error 11 [root at fusion rt-2-0-13]# ----------- I am, without question, uber-confused. Spent the majority of my weekend with this to no avail. Anybody have any insight? I did read the comments in the lists archives, however, didn't quite find the answer. Another interesting note - I did get the db to build once as 'rt2' however, it failed at the 'group name'. After doing that, I cant drop the old rt2 db. I get the following error: ----------- [root at fusion rt-2-0-13]# make dropdb /usr/bin/perl tools/initdb 'mysql' '/usr' 'localhost' '' 'root' 'rt2' drop Now dropping the RT2 database. Enter the mysql password for root: About to drop mysql database rt2alpha. WARNING: This will erase all data in rt2. If you have an existing RT 2.x installation, this will destroy all your data. i Proceed [y/N]:y Dropping mysql database rt2alpha. DBD::mysql::db do failed: Access denied for user: 'root at localhost' to database ' rt2' at /usr/lib/perl5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line 77, < STDIN> line 2. Access denied for user: 'root at localhost' to database 'rt2' at /usr/lib/perl 5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line 77, line 2. ----------- ...weird because I am using root permissions. I also cannot drop this db through mySQL - something whacked with the perm's. OK ... so, that's that. If anyone is interested in making a couple bucks and doing the install, this would also be an option as I've wasted tons of time messing with this. ANY HELP would be oh so great. Regards, Phillip C. Jackson IT Director The Artery Studio ------------------------------------------------- This mail sent through IMP: http://horde.org/imp/ From jesse at bestpractical.com Mon Mar 24 12:59:33 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 24 Mar 2003 12:59:33 -0500 Subject: [rt-users] [rt-announce] RT 3.0.0 Released Message-ID: <20030324175933.GG2075@fsck.com> It gives me great pleasure to announce the immediate availability of RT 3.0.0. This release represents over a year of work extending and enhancing RT 2.0 by Best Practical staff and volunteers. You can download this release at: http://bestpractical.com/pub/rt/release/rt-3-0-0.tar.gz This is a significant new release with major new features, including: * The new web interface is prettier, easier to use and also more standards compliant. * RT now includes a flexible "approvals" system that lets you define site-specific policies to require approval before certain classes of ticket can be resolved. * The mail gateway has been rebuilt to use an RPC mechanism to talk to your RT server, rather than needing to run setgid on your RT server. * Groups and access control have been completely reworked. * Group membership is now recursive, so you can create groups which contain other groups. * The installation process has been overhauled. Autoconf (./configure) make installation easier than ever before. * Users can now delegate their rights to other users. * Full "custom field" support has replaced RT 2.0's "keywords". * Custom fields can now contain arbitrary text, as well as "Select from list". * RT now stores all data as Unicode internally, so it's much easier to work with multiple languages. * RT's core and web interface has been fully internationalized. RT now speaks: English, French, German, Spanish, Portuguese, Dutch, Finnish, Czech, Russian, Japanese, Traditional Chinese, and Simplified Chinese. * RT even easier to extend than ever before: The API is much better documented, the web interface includes a new "Callbacks" mechanism to let you embed your own components without touching a line of RT's source code. The core libraries include a new "Overlay" system to let you override RT's core functionality at the subroutine level. * The 'scrips' system is even more powerful. Now administrators can create custom scrips right from RT's web interface. * RT 3.0 is much better tested than any previous release of RT. Each release must pass a suite of over 750 tests before being released to the public. * There's a full manual (currently available in draft form at http://bestpractical.com/rt/docs.html) * And, of course, there's lots more. A beta-quality tool to import data from an RT 2.0 instance into fresh RT instance is available at: http://bestpractical.com/pub/rt/devel/rt2-to-rt3-v1.6.tar.gz More comprehensive versions of this import tool will become available in the coming weeks. 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 ajharrison at gwi.net Mon Mar 24 13:12:16 2003 From: ajharrison at gwi.net (Andy Harrison) Date: Mon, 24 Mar 2003 13:12:16 -0500 (EST) Subject: [rt-users] Frustrated In-Reply-To: <1048532109.3e7f548d5accf@webmail.arterystudio.com> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On 24-Mar-2003, pjackson at arterystudio.com wrote message "[rt-users] Frustrated" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > DBD::mysql::db do failed: Access denied for user: 'root at localhost' to > database ' > rt2alpha' at /usr/lib/perl5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line > 77, < > STDIN> line 1. > Access denied for user: 'root at localhost' to database 'rt2alpha' at > /usr/lib/perl > 5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line 77, line 1. > make: *** [createdb] Error 11 > [root at fusion rt-2-0-13]# are you sure that root is configured to have access in mysql? in the the mysql database, select * from user where User = "root"; ~~ Andy Harrison Great Works Internet System Operations ajharrison at gwi.net RSA 1024 pgp key: http://www.nachoz.com/andy.pub -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQCVAwUBPn9KflPEkLgodAWVAQGjowQAoL5Ugco9qYi3lp1oWDQFYCbyOelPWaRr 54X51MJ1iMkEku/Y/hV56o0ISpPKORvXLgeCID7RYiojxPsUzSfK6brMeOuDmbcd lWUJyxheYqoG6UxINUvvQDTvKVs8G7O9UvOJ3LTB0PLZhV9yG6s8FtrMSHTivC5d glgLmF4nVmw= =2Qza -----END PGP SIGNATURE----- From pjackson at arterystudio.com Mon Mar 24 14:25:05 2003 From: pjackson at arterystudio.com (pjackson at arterystudio.com) Date: Mon, 24 Mar 2003 13:25:05 -0600 Subject: [rt-users] Thanks. Message-ID: <1048533905.3e7f5b915d3a9@webmail.arterystudio.com> Appears the overall consensus is that I should go to v3 of RT. Will do as much - appriciate the comments. Appears this list is well manned ;-) Regards, Phil ------------------------------------------------- This mail sent through IMP: http://horde.org/imp/ From scott at xs4all.net Mon Mar 24 15:40:26 2003 From: scott at xs4all.net (Scott A. McIntyre) Date: Mon, 24 Mar 2003 21:40:26 +0100 Subject: [rt-users] rt2 - Inserting the first transaction in later templates Message-ID: Hi, What's the Template variable magic to insert the content of the original/first transaction on a given ticket at a later time? Specifically, if I do an OnOwnerChange, I want to have the new owner get a copy of the original content that created the ticket, rather than a link to the ticket; possibly maybe even the entire ticket history. I've figured out how to do this externally to templates but can't seem to get it working within them. Thanks for pointers, Scott From pjackson at arterystudio.com Mon Mar 24 15:47:24 2003 From: pjackson at arterystudio.com (Phillip Jackson) Date: Mon, 24 Mar 2003 15:47:24 -0500 Subject: [rt-users] Permissions Message-ID: <002701c2f246$979df820$6601a8c0@the0djj16pbprl> Alright - one last question for you guys to get me 'off the ground,' so to speak. I do appriciate the help and am sure your sick of me... I successfully installed RT3 (easy as pie) on RedHat 7.3. I am using 'sendmail' and have created a symlink to the /etc/smrsh/ directory. Created the aliases, etc, etc. While I can create a ticket in rt and an outbound message is sent to the requestor, I cannot send requests in via E-Mail. I get an error back stating ['Subject: Ticket creation failed, Body: No permission to create tickets in the queue 'General'.] SO, I assume things are talking correctly a permission needs to be setup somewhere to allow 'all mail' sent to 'rt at fusion...' to process. How do I do this? I noted you need to make an adjustment to the ACL, however I cannot find this. Regards, Phillip -------------- next part -------------- An HTML attachment was scrubbed... URL: From stewart.james at vu.edu.au Mon Mar 24 17:29:16 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Tue, 25 Mar 2003 09:29:16 +1100 (EST) Subject: [rt-users] Old browsers and RT3rc3 In-Reply-To: <20030324065502.GA2075@fsck.com> References: <20030324065502.GA2075@fsck.com> Message-ID: > > > > * after login I got an error because for some reason the URL was reduced > > to "/Ticket" > I'd bet quite strongly that that's a configuration error, not a bug in RT. Looks like you could be right. Now i have had a chance to look deeper into this, my installation is not Returning anything from the code for the FORM (
). It seems to fail at the UNIVERSAL::can($r, 'uri') portion (I ttested by doing (UNIVERSAL::can($r, 'uri') || "HELLO"), which of course means the second part is not functioning and the web page is getting a ACTION="" which seems to be occuring for mozilla aswell, obviously moz is alot saner in how it handles ACTION="" than netscape. > > Netscape 4 is one of the most horribly broken pieces of crap out there, > with regard to Cascading Style Sheets. It would be one thing if it just > didn't support them, but no. It supports them _wrong_. When building > RT3, we had a choice between having our UI work well in a wide variety > of current browsers (including Mozilla, Netscape 6, IE5 and 6, lynx and w3m) > or having it work well in Netscape 4. If you need support for netscape > 4, Best Practical can of course build you a custom frontend designed for > Netscape 4. I have to agree with you on this. If it was not in such wide use I would be happy to ignore the problems myself, The prefs/logout one is a stupid problem (for some bizarre reason Netscape 4 wants a second closing SPAN), and I do not care about the Login box being hard left. Now if I can just figure out why UNIVERSAL::can is failing things should be OK. I have no intention of making the system look as pretty in NS4 as it does in any decent browser, but I will have to be sure it functionally works. IF anyone can tip me off as to why UNIVERSAL::can is failing it would really be appreciated. I'm running debian woody with perl 5.6.1 (Package Version: 5.6.1-8.2). Cheers, Stewart From glen at maths.unsw.edu.au Mon Mar 24 18:32:40 2003 From: glen at maths.unsw.edu.au (Glen Davison) Date: Tue, 25 Mar 2003 10:32:40 +1100 Subject: [rt-users] Frustrated In-Reply-To: <1048532109.3e7f548d5accf@webmail.arterystudio.com>; from pjackson@arterystudio.com on Mon, Mar 24, 2003 at 12:55:09PM -0600 References: <1048532109.3e7f548d5accf@webmail.arterystudio.com> Message-ID: <20030325103240.C30586@george.maths.unsw.edu.au> On Mon, Mar 24, 2003 at 12:55:09PM -0600, pjackson at arterystudio.com wrote: > Alirght guys/gals - I need some guidance. Below is my config .. > ... > Now creating a database for RT. > Enter the mysql password for root: > Creating mysql database rt2alpha. > DBD::mysql::db do failed: Access denied for user: 'root at localhost' to database ' > rt2alpha' at /usr/lib/perl5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line 77, < > STDIN> line 1. > Access denied for user: 'root at localhost' to database 'rt2alpha' at /usr/lib/perl > 5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line 77, line 1. > make: *** [createdb] Error 11 > [root at fusion rt-2-0-13]# > > ----------- > > I am, without question, uber-confused. Spent the majority of my weekend with > this to no avail. Anybody have any insight? I did read the comments in the > lists archives, however, didn't quite find the answer. Another interesting > note - I did get the db to build once as 'rt2' however, it failed at the 'group > name'. After doing that, I cant drop the old rt2 db. I get the following > error: > > ----------- > ... > Dropping mysql database rt2alpha. > DBD::mysql::db do failed: Access denied for user: 'root at localhost' to database ' > rt2' at /usr/lib/perl5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line 77, < > STDIN> line 2. > Access denied for user: 'root at localhost' to database 'rt2' at /usr/lib/perl > 5/site_perl/5.6.1/DBIx/DataSource/Driver.pm line 77, line 2. > > ----------- > > ...weird because I am using root permissions. I also cannot drop this db > through mySQL - something whacked with the perm's. > > OK ... so, that's that. If anyone is interested in making a couple bucks and > doing the install, this would also be an option as I've wasted tons of time > messing with this. > > ANY HELP would be oh so great. > > Phillip C. Jackson Well, you say it's fixed anyway, but in case this is useful: your errors sound very similar to what I was facing last week: the DBD::mysql::db do failed on line 77 etc. I emailed the list, but no-one had an answer. After incredible frustration, I discovered that I needed to change the permissions or ownership on the mysql files ie. chmod ... /var/lib/mysql/* (I spent days looking in the wrong place - perl modules; I have v. little exp with DBs) Good luck with version 3. Glen Davison From jgedeon at qualcomm.com Mon Mar 24 19:07:35 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Mon, 24 Mar 2003 16:07:35 -0800 Subject: [rt-users] Where did the colors go? Message-ID: <5.1.0.14.2.20030324160259.00abe7a0@unixmail.qualcomm.com> When users print rt pages all the nice coloring disappears. Any one know where this problem is? is it in the web browser, or RT? we tested with ie 6 (win2000),netscape 4.7 (unix) and netscape 7.03 (mac). Any suggestions welcomed. Thanks John -- <>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on your own understanding; in all your ways acknowledge him, and he will make your paths straight." From rspier at pobox.com Mon Mar 24 23:26:15 2003 From: rspier at pobox.com (Robert Spier) Date: Mon, 24 Mar 2003 20:26:15 -0800 Subject: [rt-users] Where did the colors go? In-Reply-To: <5.1.0.14.2.20030324160259.00abe7a0@unixmail.qualcomm.com> References: <5.1.0.14.2.20030324160259.00abe7a0@unixmail.qualcomm.com> Message-ID: John Gedeon wrote: > When users print rt pages all the nice coloring disappears. Any one know > where this problem is? is it in the web browser, or RT? we tested with ie 6 > (win2000),netscape 4.7 (unix) and netscape 7.03 (mac). 99.999% sure it's not an RT problem. Browsers *can* print in color, and you've got a good swath of them there, so I'm not sure what's wrong. Have you tried it with other web pages? Other CSS-heavy pages? -R From BHouston at austar.com.au Tue Mar 25 00:18:08 2003 From: BHouston at austar.com.au (Brian Houston/NCO/CEtv) Date: Tue, 25 Mar 2003 15:18:08 +1000 Subject: [rt-users] Loading CGI at runtime Message-ID: Greetings, I'm getting a warning when restarting Apache "Loading CGI at runtime. You could increase shared memory between Apache processes by preloading it in your httpd.conf or handler.pl file." As far as I know, I haven't made any changes to the RT files that would warrant this warning. Any ideas on where I should look? Thanks and cheers, Brian Houston Austar *************************************************************************************************************************************************************************** This email and any files transmitted with it, are confidential and is intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error, please notify the system manager. This footnote also confirms that this email message has been scanned by AUSTAR Communications content and virus scanning applications for the presence of computer viruses. *************************************************************************************************************************************************************************** From jesse at bestpractical.com Tue Mar 25 01:31:08 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 25 Mar 2003 01:31:08 -0500 Subject: [rt-users] Where did the colors go? In-Reply-To: <5.1.0.14.2.20030324160259.00abe7a0@unixmail.qualcomm.com> References: <5.1.0.14.2.20030324160259.00abe7a0@unixmail.qualcomm.com> Message-ID: <20030325063108.GE25439@fsck.com> in the source to each page RT generates, is there a _correct_ link to your RT css page? On Mon, Mar 24, 2003 at 04:07:35PM -0800, John Gedeon wrote: > When users print rt pages all the nice coloring disappears. Any one know > where this problem is? is it in the web browser, or RT? we tested with ie 6 > (win2000),netscape 4.7 (unix) and netscape 7.03 (mac). > > Any suggestions welcomed. > Thanks > John > > -- > <>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on > your own understanding; > in all your ways acknowledge him, and he > will make your paths straight." > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From vakgroup at yahoo.com Tue Mar 25 04:48:58 2003 From: vakgroup at yahoo.com (vakeel ahmad) Date: Tue, 25 Mar 2003 01:48:58 -0800 (PST) Subject: [rt-users] Problem with RT Mailgate Message-ID: <20030325094858.58423.qmail@web41107.mail.yahoo.com> I have mail problem with rt-mailgate when something send to rt mailgate it returns the mail and message is (--"Ticket creation failed" No permission to create tickets in the queue 'general' --). How can I solve this problem. With Regards Vakeel. __________________________________________________ Do you Yahoo!? Yahoo! Platinum - Watch CBS' NCAA March Madness, live on your desktop! http://platinum.yahoo.com From Shmulik at olivesoftware.com Tue Mar 25 05:04:34 2003 From: Shmulik at olivesoftware.com (Shmulik Gazit) Date: Tue, 25 Mar 2003 12:04:34 +0200 Subject: [rt-users] Permissions Message-ID: <71B89563D3D7D3118D390008C79F359DF4F7FD@OLIVE> I think that somebody said here that to correct this you need to give the unprivilidged group permission to create ticket. If somebody is using EXCHANGE as the main mail repository I'll be happy to hear how you forward mail that comes to x at example.com to x at rt.example.com . thanks! /Shmulik. -----Original Message----- From: Phillip Jackson [mailto:pjackson at arterystudio.com] Sent: Mon, March 24, 2003 10:47 PM To: rt-users at lists.fsck.com Subject: [rt-users] Permissions Alright - one last question for you guys to get me 'off the ground,' so to speak. I do appriciate the help and am sure your sick of me... I successfully installed RT3 (easy as pie) on RedHat 7.3. I am using 'sendmail' and have created a symlink to the /etc/smrsh/ directory. Created the aliases, etc, etc. While I can create a ticket in rt and an outbound message is sent to the requestor, I cannot send requests in via E-Mail. I get an error back stating ['Subject: Ticket creation failed, Body: No permission to create tickets in the queue 'General'.] SO, I assume things are talking correctly a permission needs to be setup somewhere to allow 'all mail' sent to 'rt at fusion...' to process. How do I do this? I noted you need to make an adjustment to the ACL, however I cannot find this. Regards, Phillip -------------- next part -------------- An HTML attachment was scrubbed... URL: From sc2 at gmx.at Tue Mar 25 07:44:25 2003 From: sc2 at gmx.at (sc2 at gmx.at) Date: Tue, 25 Mar 2003 13:44:25 +0100 Subject: [rt-users] Upgrade to 3.x Question Message-ID: <000701c2f2cc$44afb050$e492633e@anonymous> hello is there a way to upgrade a RT 2.x tracker to the 3.x Tracker version? if yes how i can do that, in the manual i only find a option for the upgrade within the 3.x tracker. thanks cya From proftp_cj at kdd.de Tue Mar 25 07:49:28 2003 From: proftp_cj at kdd.de (christian janssen) Date: Tue, 25 Mar 2003 13:49:28 +0100 Subject: [rt-users] Upgrade to 3.x Question In-Reply-To: <000701c2f2cc$44afb050$e492633e@anonymous> Message-ID: <5.2.1.1.0.20030325134748.00ab3ba0@195.82.63.16> At 13:44 25.03.2003 +0100, you wrote: >hello > >is there a way to upgrade a RT 2.x tracker to the >3.x Tracker version? > >.. >thanks >cya .. ##### CITE from Jesse A beta-quality tool to import data from an RT 2.0 instance into fresh RT instance is available at: http://bestpractical.com/pub/rt/devel/rt2-to-rt3-v1.6.tar.gz More comprehensive versions of this import tool will become available in the coming weeks. ##### end CITE cheers Christian From gerald.fehringer at openadvice.de Tue Mar 25 07:55:03 2003 From: gerald.fehringer at openadvice.de (Gerald Fehringer) Date: Tue, 25 Mar 2003 13:55:03 +0100 Subject: [rt-users] customized fields, rt 3 Message-ID: hi fellows, how can i display the customized fields in the selfservice pages ? after a priviliged user created a ticket, i wanna be able to show a non-priviliged user these custom fields in their ticket history. thanks, geri (i posted a couple weeks ago the same question, no answer) From panu at colorplaza.com Tue Mar 25 08:03:37 2003 From: panu at colorplaza.com (Panu Artimo) Date: Tue, 25 Mar 2003 14:03:37 +0100 Subject: [rt-users] email attachments corrupted Message-ID: when requestor send email with binary attachment (image) to RT it cannot be seen from the webui (or anywhere else) browser either doesn't display it or says it's corrupted. Files attached from webui work fine. I have a new install of v. 3 rc3. Debian woody, Apache 1.3.28, mod_perl, Perl 5.8. MTA is Debians Exim. the needed maxsize etc. parameters are correct. Any indication where to look for fix appreciated. Panu From Shmulik at olivesoftware.com Tue Mar 25 08:09:50 2003 From: Shmulik at olivesoftware.com (Shmulik Gazit) Date: Tue, 25 Mar 2003 15:09:50 +0200 Subject: [rt-users] Problem with RT Mailgate Message-ID: <71B89563D3D7D3118D390008C79F359DF4F80F@OLIVE> ahmad, Either you didn't give "Everybody" the permissions needed (at least "Create Ticket") or that "Unprivilidged" needs to get that one (someone said it here, but I think that was for the web interface create ticket). /Shmulik. -----Original Message----- From: vakeel ahmad [mailto:vakgroup at yahoo.com] Sent: Tue, March 25, 2003 11:49 AM To: rt-users at lists.fsck.com Subject: [rt-users] Problem with RT Mailgate I have mail problem with rt-mailgate when something send to rt mailgate it returns the mail and message is (--"Ticket creation failed" No permission to create tickets in the queue 'general' --). How can I solve this problem. With Regards Vakeel. __________________________________________________ Do you Yahoo!? Yahoo! Platinum - Watch CBS' NCAA March Madness, live on your desktop! http://platinum.yahoo.com _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From khera at kcilink.com Tue Mar 25 09:35:35 2003 From: khera at kcilink.com (Vivek Khera) Date: Tue, 25 Mar 2003 09:35:35 -0500 Subject: [rt-users] Where did the colors go? In-Reply-To: <5.1.0.14.2.20030324160259.00abe7a0@unixmail.qualcomm.com> References: <5.1.0.14.2.20030324160259.00abe7a0@unixmail.qualcomm.com> Message-ID: <16000.26935.786100.762404@yertle.int.kciLink.com> >>>>> "JG" == John Gedeon writes: JG> When users print rt pages all the nice coloring disappears. Any JG> one know where this problem is? is it in the web browser, or RT? JG> we tested with ie 6 (win2000),netscape 4.7 (unix) and netscape JG> 7.03 (mac). Style sheets are specific to the presentation medium. I'm guessing RT doesn't specify a printer style sheet, or if it does, it is not colored. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= 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 james at nmsonline.org Tue Mar 25 09:45:43 2003 From: james at nmsonline.org (James Orr) Date: Tue, 25 Mar 2003 09:45:43 -0500 Subject: [rt-users] Where did the colors go? References: <5.1.0.14.2.20030324160259.00abe7a0@unixmail.qualcomm.com> <16000.26935.786100.762404@yertle.int.kciLink.com> Message-ID: <092b01c2f2dd$39d0e1c0$3adcd50c@tjar.com> Browser print settings default not to print background colors (after all you don't want to print out somebody's black background!). In Internet Explorer go to Tools->Internet Options->Advanced and scroll down to printing. You should see a checkbox for "Print background colors and images". ----- Original Message ----- From: "Vivek Khera" To: Sent: Tuesday, March 25, 2003 9:35 AM Subject: Re: [rt-users] Where did the colors go? > >>>>> "JG" == John Gedeon writes: > > JG> When users print rt pages all the nice coloring disappears. Any > JG> one know where this problem is? is it in the web browser, or RT? > JG> we tested with ie 6 (win2000),netscape 4.7 (unix) and netscape > JG> 7.03 (mac). > > Style sheets are specific to the presentation medium. I'm guessing RT > doesn't specify a printer style sheet, or if it does, it is not > colored. > > -- > =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= > Vivek Khera, Ph.D. Khera Communications, Inc. > Internet: khera at kciLink.com Rockville, MD +1-240-453-8497 > AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/ > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From khera at kcilink.com Tue Mar 25 09:46:47 2003 From: khera at kcilink.com (Vivek Khera) Date: Tue, 25 Mar 2003 09:46:47 -0500 Subject: [rt-users] Loading CGI at runtime In-Reply-To: References: Message-ID: <16000.27607.29185.929329@yertle.int.kciLink.com> >>>>> "BH" == Brian Houston writes: BH> Greetings, BH> I'm getting a warning when restarting Apache "Loading CGI at runtime. You BH> could increase shared memory between Apache processes by preloading it in BH> your httpd.conf or handler.pl file." Did you upgrade your CGI module? Perhaps it is offering you some advice in the new version. From BMtshali at Orbicom.com Tue Mar 25 09:52:49 2003 From: BMtshali at Orbicom.com (Bafana Mtshali) Date: Tue, 25 Mar 2003 16:52:49 +0200 Subject: [rt-users] AutoAssign Problems... Message-ID: I have downgraded to rt2-0-15 just to get the AutoAssign scrip to work with no luck. The installation went smoothly, but I cannot get the system to automatically assign a ticket to a user with watch and owner rights. What I've done so far: - installed the scrip in the Action directory and ran the database insertion pl file. - checked permissions of the Action scrip and compared with the existing scrips. - created a scrip with "OnCreate AutoAssign with template StatusChange" - did a Dig search on the rt-users and rt-devel mail archives for an answer - no luck The rt system log file (debug mode) gives me the following output: [Tue Mar 25 13:06:46 2003] [warning]: Use of uninitialized value in array dereference at /opt/rt2/lib/RT/Action/SendEmail.pm line 94. [Tue Mar 25 13:06:46 2003] [warning]: Use of uninitialized value in array dereference at /opt/rt2/lib/RT/Action/SendEmail.pm line 96. [Tue Mar 25 13:06:46 2003] [debug]: RT::Action::AutoAssign=HASH(0x89188f0): No recipients found. Not sending. [Tue Mar 25 13:06:46 2003] [debug]: RT::Transaction=HASH(0x8854fdc): Committed AutoAssign [Tue Mar 25 13:06:46 2003] [info]: Ticket 2 created in queue 'IT_Support'. Has anybody done this successfully? Please help. ___________________________________________________________________ Any e-mail message from an Orbicom employee, and all attachments thereto ("the message") may contain confidential information, and is intended for a specific addressee and purpose. All contents in this message remain the intellectual property of Orbicom. If you are not the addressee: a) You may not disclose, copy, distribute or take any action based on the contents thereof; b) Kindly inform the sender immediately and destroy all copies thereof. Any copying, publication or disclosure of this message, or part thereof, in any form whatsoever, without the sender's express written consent, is prohibited. No opinion expressed or implied by the sender necessarily constitutes the opinion of Orbicom. This message does not constitute a guarantee or proof of the facts mentioned therein. From chris at summersault.com Tue Mar 25 10:53:13 2003 From: chris at summersault.com (Chris Hardie) Date: Tue, 25 Mar 2003 10:53:13 -0500 (EST) Subject: [rt-users] using approvals in RT3.0 Message-ID: We're using RT3.0 now, and I'm interested in getting the advertised Approvals system working. I think I'm clear on the concept as RT is supposed to implement it, but the 3.0 documentation seems somewhat confusing on this matter, at least from a newbie perspective. Appendix 5 appears to hold all of the keys, but I'm not clear on where the various code chunks in that appendix are supposed to go in a real RT system. Can anyone offer any pointers (okay, step-by-step instructions would be nice too :) for getting approvals working? Thanks, Chris From jgedeon at qualcomm.com Tue Mar 25 11:30:40 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Tue, 25 Mar 2003 08:30:40 -0800 Subject: [rt-users] Where did the colors go? In-Reply-To: <20030325063108.GE25439@fsck.com> References: <5.1.0.14.2.20030324160259.00abe7a0@unixmail.qualcomm.com> <5.1.0.14.2.20030324160259.00abe7a0@unixmail.qualcomm.com> Message-ID: <5.1.0.14.2.20030325081849.0397d008@unixmail.qualcomm.com> At 10:31 PM 3/24/2003, Jesse Vincent wrote: >in the source to each page RT generates, is there a _correct_ link to >your RT css page? my rt url is http://www.example.com/rt this is from the Listing.html (once it is generated in a browser): Looks right to me. James Orr: >Browser print settings default not to print background colors (after all you >don't want to print out somebody's black background!). In Internet Explorer >go to Tools->Internet Options->Advanced and scroll down to printing. You >should see a checkbox for "Print background colors and images". That fixed the problem in IE. So I will have to now find that setting in Netscape :). Thanks all. John -- <>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on your own understanding; in all your ways acknowledge him, and he will make your paths straight." From d.huntley at imperial.ac.uk Tue Mar 25 11:43:47 2003 From: d.huntley at imperial.ac.uk (Huntley, Derek M) Date: Tue, 25 Mar 2003 16:43:47 -0000 Subject: [rt-users] Adding multiple users Message-ID: <2EDAF6DC7CE9D4118D4C00508BAED3150A605E15@icex3.cc.ic.ac.uk> We would like to add in excess of 100 users to RT and don't really want to do that number via the web interface. Is there a way to add users from the command line (I haven't found it in the documentation but I could be missing it!), which could be easily scripted. Alternatively we could add them directly to the database but the problem there is with the passwords which are encrypted. Thanks. Derek From ajharrison at gwi.net Tue Mar 25 12:03:39 2003 From: ajharrison at gwi.net (Andy Harrison) Date: Tue, 25 Mar 2003 12:03:39 -0500 (EST) Subject: [rt-users] Adding multiple users In-Reply-To: <2EDAF6DC7CE9D4118D4C00508BAED3150A605E15@icex3.cc.ic.ac.uk> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On 25-Mar-2003, Huntley, Derek M wrote message "[rt-users] Adding multiple users" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > We would like to add in excess of 100 users to RT and don't really want to > do that number via the web interface. Is there a way to add users from the > command line (I haven't found it in the documentation but I could be missing > it!), which could be easily scripted. Alternatively we could add them > directly to the database but the problem there is with the passwords which > are encrypted. rt can use external auth methods, like radius. We use cistron radius here, works fine. Useful info here: http://www.freeradius.org/mod_auth_radius/ ~~ Andy Harrison Great Works Internet System Operations ajharrison at gwi.net RSA 1024 pgp key: http://www.nachoz.com/andy.pub -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQCVAwUBPoCL6lPEkLgodAWVAQHAUgP+OrcT9jHMjGQhSccH8Rm8NW/7pFIG4HTD K1V9E9fejE0NdooPx//eqRwhzi2PZKAyomD0Exm69b19By688kcDA5bsTokdXf5q Joz08aLVxh353bKB8rRG6qfwkY6MpgkmMB/qksFnbceh74UH8hRSM8q/xDgaNG4W GIor44fWDJ0= =Unyj -----END PGP SIGNATURE----- From randy.paries at unitnet.com Tue Mar 25 13:10:41 2003 From: randy.paries at unitnet.com (Randy Paries) Date: Tue, 25 Mar 2003 12:10:41 -0600 Subject: [rt-users] Adding statuses In-Reply-To: Message-ID: <005801c2f2f9$df028ce0$6b02a8c0@rplaptop> Hello, I have been looking for some howto's or faq on adding some new status's I initially thought it was going to be as easy as adding to the STATUS's array in Queue.pm No luck, Thanks for any insight RP From dave at toad.net Tue Mar 25 13:59:59 2003 From: dave at toad.net (David C. Troy) Date: Tue, 25 Mar 2003 13:59:59 -0500 (EST) Subject: [rt-users] Running RT2 & RT3 on same machine Message-ID: For a variety of reasons, I came to the conclusion that I'd like to try to run RT2 and RT3 in parallel on the same machine for a while. I attempted to do this by simply setting up Apache with two virtual hosts (say rt2.x.com, rt3.x.com) and linked each to /opt/rt2, /opt/rt3 respectively. Databases exist for each, etc. Apache/mod_perl seems to not enjoy having both rt2 and rt3 running in the same webserver. I assume this is due to program/namespace conflicts. Is there any easy solution to this (v3 webmux.pl trying to clobber v2 webmux.pl's namespace, etc), or do I have to run entirely separate instances of apache? Thanks, Dave ===================================================================== David C. Troy [dave at toad.net] 410-384-2500 Sales ToadNet - Want to go fast? 410-544-1329 FAX 570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net From khera at kcilink.com Tue Mar 25 14:07:07 2003 From: khera at kcilink.com (Vivek Khera) Date: Tue, 25 Mar 2003 14:07:07 -0500 Subject: [rt-users] Running RT2 & RT3 on same machine In-Reply-To: References: Message-ID: <16000.43227.39081.338639@yertle.int.kciLink.com> >>>>> "DCT" == David C Troy writes: DCT> webmux.pl's namespace, etc), or do I have to run entirely separate DCT> instances of apache? Yes, it is mod_perl's sharing of name space that is hosing you. Try either running one or both under fast_cgi or speedy_cgi as they keep each app separate in its own process and name space. I'm planning to test out RT3 using speedy_cgi... From les at futuresource.com Tue Mar 25 14:22:35 2003 From: les at futuresource.com (Les Mikesell) Date: 25 Mar 2003 13:22:35 -0600 Subject: [rt-users] Running RT2 & RT3 on same machine In-Reply-To: <16000.43227.39081.338639@yertle.int.kciLink.com> References: <16000.43227.39081.338639@yertle.int.kciLink.com> Message-ID: <1048620155.14100.35.camel@les-rh8> On Tue, 2003-03-25 at 13:07, Vivek Khera wrote: > >>>>> "DCT" == David C Troy writes: > > DCT> webmux.pl's namespace, etc), or do I have to run entirely separate > DCT> instances of apache? > > Yes, it is mod_perl's sharing of name space that is hosing you. Try > either running one or both under fast_cgi or speedy_cgi as they keep > each app separate in its own process and name space. > > I'm planning to test out RT3 using speedy_cgi... You can also run separate httpd instances bound to different IP aliases and/or port numbers if you want to stick to mod_perl. --- Les Mikesell les at futuresource.com From Kris.Boutilier at scrd.bc.ca Tue Mar 25 15:53:12 2003 From: Kris.Boutilier at scrd.bc.ca (Kris Boutilier) Date: Tue, 25 Mar 2003 12:53:12 -0800 Subject: [rt-users] Summary of default permissions for users and groups? Message-ID: <1174450A1968D111AAAF00805FC162AEBE098D@deep_thought.secure.scrd.bc.ca> I'm having apparent permission problems within RT3.0.0 and was wondering if the defaults are summarised somewhere? Initially I was working with 3.0.0rc4 and found that no newly created users had permissions to do anything, unlike page 17 of the draft documents which imply a certain level of default permissions. I was able to apply sufficient permissions beyond those listed in the docs (eg. 'See Queue') which made things work. Now I'm trying to get Sendmail to talk to RT and am getting errors like: User 'Kris.Boutilier at scrd.bc.ca' could not be loaded in the mail gateway User creation failed in mailgateway: No permission to create users and DBD::Pg::st execute failed: ERROR: users: Permission denied. at /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 376. RT::Handle=HASH(0x8102ec0) couldn't execute the query 'SELECT * FROM Users WHERE lower(Name) = ?' at /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 383. Now, the last looks like a postgres/sendmail user issue but the first two seem like one of the global groups (such as Unprivileged?) has less than a default permissions set. Any ideas? From Kris.Boutilier at scrd.bc.ca Tue Mar 25 17:36:12 2003 From: Kris.Boutilier at scrd.bc.ca (Kris Boutilier) Date: Tue, 25 Mar 2003 14:36:12 -0800 Subject: [rt-users] Summary of default permissions for users and group s? Message-ID: <1174450A1968D111AAAF00805FC162AEBE0996@deep_thought.secure.scrd.bc.ca> Scrub that - turns out there was a stale symlink in /etc/smrsh that pointed to a previous rt2 installation. -----Original Message----- From: Kris Boutilier [mailto:Kris.Boutilier at scrd.bc.ca] Sent: March 25, 2003 12:53 PM To: rt-users at lists.fsck.com Subject: [rt-users] Summary of default permissions for users and groups? I'm having apparent permission problems within RT3.0.0 and was wondering if the defaults are summarised somewhere? Initially I was working with 3.0.0rc4 and found that no newly created users had permissions to do anything, unlike page 17 of the draft documents which imply a certain level of default permissions. I was able to apply sufficient permissions beyond those listed in the docs (eg. 'See Queue') which made things work. Now I'm trying to get Sendmail to talk to RT and am getting errors like: User 'Kris.Boutilier at scrd.bc.ca' could not be loaded in the mail gateway User creation failed in mailgateway: No permission to create users and DBD::Pg::st execute failed: ERROR: users: Permission denied. at /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 376. RT::Handle=HASH(0x8102ec0) couldn't execute the query 'SELECT * FROM Users WHERE lower(Name) = ?' at /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 383. Now, the last looks like a postgres/sendmail user issue but the first two seem like one of the global groups (such as Unprivileged?) has less than a default permissions set. Any ideas? _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From chris at summersault.com Tue Mar 25 17:39:34 2003 From: chris at summersault.com (Chris Hardie) Date: Tue, 25 Mar 2003 17:39:34 -0500 (EST) Subject: [rt-users] Summary of default permissions for users and groups? In-Reply-To: <1174450A1968D111AAAF00805FC162AEBE098D@deep_thought.secure.scrd.bc.ca> References: <1174450A1968D111AAAF00805FC162AEBE098D@deep_thought.secure.scrd.bc.ca> Message-ID: On Tue, 25 Mar 2003, Kris Boutilier wrote: > I'm having apparent permission problems within RT3.0.0 and was wondering if > the defaults are summarised somewhere? Initially I was working with 3.0.0rc4 > and found that no newly created users had permissions to do anything, unlike > page 17 of the draft documents which imply a certain level of default > permissions. I recently noticed (and posted) the same sort of thing: http://lists.fsck.com/pipermail/rt-users/2003-March/012631.html http://lists.fsck.com/pipermail/rt-users/2003-March/012633.html Chris From gboug at unico.com.au Tue Mar 25 20:04:29 2003 From: gboug at unico.com.au (Greg Boug) Date: Wed, 26 Mar 2003 12:04:29 +1100 Subject: [rt-users] RT 2 and RT 3 co-existing on the same Apache instance Message-ID: <017801c2f333$a73909d0$9164a8c0@pcgboug> Hi all, Am running into some issues trying to get RT 2 and RT 3 to run on the same Apache instance. I have 2 virtual servers, one for each RT instance. If I disable the RT2 instance, the RT3 instance works. If I disable the RT3 instance, the RT2 instance works. It appears the webmux.pl script from both instances are being imported into the same memory space within mod_perl. I guess my question is has this come up with anyone else? Aside from moving the RT3 instance to a new web server, what can I do about it? (I'm _not_ cutting across to RT3 straight away, as I want to verify it works as advertised first... ;-) thanks, Greg From matt at infotex.ws Wed Mar 26 00:02:34 2003 From: matt at infotex.ws (Matt Jonkman) Date: Wed, 26 Mar 2003 00:02:34 -0500 Subject: [rt-users] MIME::Parser: can't open tmpfile: Invalid argument In-Reply-To: <35918F41AED5B54FAC677253128E6AAE20CA93@koksrv1.bmmcpas.local> Message-ID: <35918F41AED5B54FAC677253128E6AAE1DA16B@koksrv1.bmmcpas.local> I get this error when anything but a plain text email comes in to an alias. ----- Transcript of session follows ----- MIME::Parser: can't open tmpfile: Invalid argument 554 5.3.0 unknown mailer error 255 HTML, rtf, or attachments seem to cause this. Everytime. I'm running rt 2.0.15 on Freebsd 5.0, perl 5.6.1. I saw an earlier post regarding this with no answers. Can anyone help out there? Thanks Matt From jesse at bestpractical.com Wed Mar 26 00:41:42 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 26 Mar 2003 00:41:42 -0500 Subject: [rt-users] rt2 - Inserting the first transaction in later templates In-Reply-To: References: Message-ID: <20030326054142.GN25439@fsck.com> On Mon, Mar 24, 2003 at 09:40:26PM +0100, Scott A. McIntyre wrote: > > Hi, > > What's the Template variable magic to insert the content of the > original/first transaction on a given ticket at a later time? $Ticket->Transactions->First->Content()? -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Wed Mar 26 00:46:50 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 26 Mar 2003 00:46:50 -0500 Subject: [rt-users] email attachments corrupted In-Reply-To: References: Message-ID: <20030326054650.GQ25439@fsck.com> Panu, Can you verify that this problem is still there in RT 3.0.0 -j On Tue, Mar 25, 2003 at 02:03:37PM +0100, Panu Artimo wrote: > when requestor send email with binary attachment (image) to RT it cannot be > seen from the webui (or anywhere else) browser either doesn't display it or > says it's corrupted. Files attached from webui work fine. > > I have a new install of v. 3 rc3. Debian woody, Apache 1.3.28, mod_perl, Perl > 5.8. MTA is Debians Exim. the needed maxsize etc. parameters are correct. > > Any indication where to look for fix appreciated. > > Panu > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 gregory.hosler at accessgate.com.sg Wed Mar 26 01:32:35 2003 From: gregory.hosler at accessgate.com.sg (Gregory Hosler) Date: Wed, 26 Mar 2003 14:32:35 +0800 (SGT) Subject: [rt-users] Where does the "From: " address come from ? Message-ID: Hi, I've gotten RT2 up and running. I've got my scrips setup to generate mail upon actions. The only trouble is that the "From: " address and the "Reply-To: " address in the outgoing mail is wrong. I'm trying to firgure out what needs to get changed, where, and I've looked in all the places I can think of to look at. does anyone know where the these to return addresses are set from ? thanks, and regards, -Greg ---------------------------------- E-Mail: Gregory Hosler Date: 26-Mar-03 Time: 14:28:27 If each of us have one object, and we exchange them, then each of us still has one object. If each of us have one idea, and we exchange them, then each of us now has two ideas. ---------------------------------- From autrijus at autrijus.org Wed Mar 26 02:39:39 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Wed, 26 Mar 2003 15:39:39 +0800 Subject: [rt-users] using approvals in RT3.0 In-Reply-To: References: Message-ID: <20030326073938.GA65105@not.autrijus.org> On Tue, Mar 25, 2003 at 10:53:13AM -0500, Chris Hardie wrote: > Can anyone offer any pointers (okay, step-by-step instructions would be > nice too :) for getting approvals working? (Not much a pointer but a heads-up) I'm currently busily implementing an alternative UI set for RT, and just finished the Workflow editing part, which saves the admin from hand-editing the Create-Ticket templates; it also sets up the CreateTicket actions automagically. A screenshot is available at http://aut.dyndns.org/tmp/workflow.jpg and the code lives in http://p4.elixus.org/depot/RT/104/. I'll be de-chinesify the UI in the next week and hopefully merge the functionality back to the 'canonical' UI (if time allows), which will then be available at our development branch snapshot: http://p4.elixus.org/snap/rt.tar.gz Note that this is a branch, not a fork -- the tree merges from Jesse's main tree at every point release, and merges upstream periodically. Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From panu at colorplaza.com Wed Mar 26 03:38:40 2003 From: panu at colorplaza.com (Panu Artimo) Date: Wed, 26 Mar 2003 09:38:40 +0100 Subject: [rt-users] email attachments corrupted In-Reply-To: <20030326054650.GQ25439@fsck.com> Message-ID: > On Tue, Mar 25, 2003 at 02:03:37PM +0100, Panu Artimo wrote: >> when requestor send email with binary attachment (image) to RT it >> cannot be seen from the webui (or anywhere else) browser either >> doesn't display it or says it's corrupted. Files attached from webui >> work fine. Jesse Vincent wrote: > Panu, > Can you verify that this problem is still there in RT 3.0.0 No, upgrading didn't change anything. Mozilla says file is corrupt, and when I download it and try to open it with Irfanview I get: Decode error. Not a JPEG file: starts with 0xc3 0xbf. Panu From pongco at infophil.com Wed Mar 26 05:04:28 2003 From: pongco at infophil.com (Rene L. Pongco Jr.) Date: Wed, 26 Mar 2003 18:04:28 +0800 Subject: [rt-users] download all tickets in queue Message-ID: <3E817B2C.1090807@infophil.com> Hi all, I've used an RT+SpamAssassin setup and have a considerable number of spam tickets in my spam queue. I want to download all these tickets as a text file or mailbox file so I can feed them to my Bayesian Filter trainer. How do I go about doing this? Rene L. Pongco Jr. Sr. Soft. Eng. -- Rule 100 ? If they take your first offer, you either asked too little or offered too much. From bthauvin at clearchannel.fr Wed Mar 26 06:12:29 2003 From: bthauvin at clearchannel.fr (THAUVIN Blaise (Dir. Informatique)) Date: Wed, 26 Mar 2003 12:12:29 +0100 Subject: [rt-users] using approvals in RT3.0 Message-ID: <870E25EC362DD6118A7400306E1260E2032A309F@33par_exchange.dauphin-affichage.com> 1) Create a global (or not) template. This template will be used to create "approval tickets". Name it as you want, and but the text between the "--------" below in "content" section. ---------------------------- ===Create-Ticket: codereview Subject: Code review for {$Tickets{'TOP'}->Subject} Queue: Approbations Type: Approval Depended-On-By: {$Tickets{'TOP'}->Id} Content: Someone has created a ticket. you should review and approve it, so they can finish their work ENDOFCONTENT -------------------------- When fired, this template creates a ticket in queue "approbations" (change it for your queue) of type "approval" and links it to the parent ticket. 2) Create a scrip in your main queue (in order to avoid loops in tickets and approval creation, they should not reside in the same queue). Parameters are : - Condition : On creation - Action : Create ticket - Model : using template above. 3) Now, if you create a new ticket in your main queue, a children ticket of type approval will be automatically created in the approval queue. you'll see it by clicking on the "approbation" link. You can approve, reject, or do nothing on the ticket. This is a very basic example just to give you a start. You can find more details in Jesse's documentation on which variables can be used in ticket creation to get some more useful behaviour. Blaise. On Tue, Mar 25, 2003 at 10:53:13AM -0500, Chris Hardie wrote: > Can anyone offer any pointers (okay, step-by-step instructions would be > nice too :) for getting approvals working? (Not much a pointer but a heads-up) I'm currently busily implementing an alternative UI set for RT, and just finished the Workflow editing part, which saves the admin from hand-editing the Create-Ticket templates; it also sets up the CreateTicket actions automagically. A screenshot is available at http://aut.dyndns.org/tmp/workflow.jpg and the code lives in http://p4.elixus.org/depot/RT/104/. I'll be de-chinesify the UI in the next week and hopefully merge the functionality back to the 'canonical' UI (if time allows), which will then be available at our development branch snapshot: http://p4.elixus.org/snap/rt.tar.gz Note that this is a branch, not a fork -- the tree merges from Jesse's main tree at every point release, and merges upstream periodically. Thanks, /Autrijus/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From cec2000 at mail.ru Wed Mar 26 07:01:47 2003 From: cec2000 at mail.ru (Sergey Gurov) Date: Wed, 26 Mar 2003 15:01:47 +0300 Subject: [rt-users] MIME::Parser: can't open tmpfile: Invalid argument In-Reply-To: <35918F41AED5B54FAC677253128E6AAE1DA16B@koksrv1.bmmcpas.local> Message-ID: <23B4AF417194094BA23A306FE0D4211E5247FD@zforum.bacint.ru> Hi, We have the same problem on the same configuration and I asked for help a couple of weeks ago. I suspect that problem is in rigths of 'mailnull' user. But what must be tuned I didn't manage to find. Sergey. >-----Original Message----- >From: Matt Jonkman [mailto:matt at infotex.ws] >Sent: Wednesday, March 26, 2003 8:03 AM >To: rt-users at lists.fsck.com >Subject: [rt-users] MIME::Parser: can't open tmpfile: Invalid argument > > >I get this error when anything but a plain text email comes in to an >alias. > > > ----- Transcript of session follows ----- >MIME::Parser: can't open tmpfile: Invalid argument >554 5.3.0 unknown mailer error 255 > > >HTML, rtf, or attachments seem to cause this. Everytime. > >I'm running rt 2.0.15 on Freebsd 5.0, perl 5.6.1. > >I saw an earlier post regarding this with no answers. Can anyone help >out there? > >Thanks > >Matt > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From matt at infotex.ws Wed Mar 26 08:31:36 2003 From: matt at infotex.ws (Matt Jonkman) Date: Wed, 26 Mar 2003 08:31:36 -0500 Subject: [rt-users] MIME::Parser: can't open tmpfile: Invalid argument In-Reply-To: <35918F41AED5B54FAC677253128E6AAE20CB91@koksrv1.bmmcpas.local> Message-ID: <35918F41AED5B54FAC677253128E6AAE1DA178@koksrv1.bmmcpas.local> I fiddled around with what the original poster mentioned and got it to work. Although I'm really curious why this is. If you find this block in lib/RT/Interface/Email.pm: # If content length is <= 20000 bytes, store each msg as in-core scalar; # Else, write to a disk file (the default action): $parser->output_to_core(20000); And just add $parser->tmp_to_core(20000); Right below that it'll work like a champ. Matt -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Sergey Gurov Sent: Wednesday, March 26, 2003 7:02 AM To: rt-users at lists.fsck.com Subject: RE: [rt-users] MIME::Parser: can't open tmpfile: Invalid argument Hi, We have the same problem on the same configuration and I asked for help a couple of weeks ago. I suspect that problem is in rigths of 'mailnull' user. But what must be tuned I didn't manage to find. Sergey. >-----Original Message----- >From: Matt Jonkman [mailto:matt at infotex.ws] >Sent: Wednesday, March 26, 2003 8:03 AM >To: rt-users at lists.fsck.com >Subject: [rt-users] MIME::Parser: can't open tmpfile: Invalid argument > > >I get this error when anything but a plain text email comes in to an >alias. > > > ----- Transcript of session follows ----- >MIME::Parser: can't open tmpfile: Invalid argument >554 5.3.0 unknown mailer error 255 > > >HTML, rtf, or attachments seem to cause this. Everytime. > >I'm running rt 2.0.15 on Freebsd 5.0, perl 5.6.1. > >I saw an earlier post regarding this with no answers. Can anyone help >out there? > >Thanks > >Matt > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 canau at keka.KPNQwest.pt Wed Mar 26 09:20:06 2003 From: canau at keka.KPNQwest.pt (Carlos Canau) Date: Wed, 26 Mar 2003 14:20:06 +0000 Subject: [rt-users] rt2-to-rt3-v1.6: importing users without EmailAddress Message-ID: <20030326142006.GA25337@ionia.eunet.pt> Hi, v1.6 doesn't import users that doesn't have EmailAddress. I open my users without EmailAddress. Can I change load_user($user->{'EmailAddress'} with load_user($user->{'Name'} safely ?? It seems to work. {'Name'} = "Unnamed user ".$user->{'id'} unless ($user->{'Name'}); if ( $user->{'Name'} eq 'Nobody' ) { $user_map->{ $user->{'id'} } = $RT::Nobody->Id; @@ -617,7 +618,8 @@ unless ( $user->{'Password'} =~ '^\*' ); delete $user->{'Password'}; print "."; - $user_obj = load_user($user->{'EmailAddress'}); +### $user_obj = load_user($user->{'EmailAddress'}); + $user_obj = load_user($user->{'Name'}); unless ($user_obj->Id) { my ($uid, $umsg) = $user_obj->Create( %{$user} ); } From canau at keka.KPNQwest.pt Wed Mar 26 09:24:23 2003 From: canau at keka.KPNQwest.pt (Carlos Canau) Date: Wed, 26 Mar 2003 14:24:23 +0000 Subject: [rt-users] bin/rt command line equivalent for RT3 ? Message-ID: <20030326142423.GB25337@ionia.eunet.pt> Hi, maybe this is a question already answered on the list :-// How can I do this: bin/rt --id=XXXX --status=open --comment --source tmpfile --noedit on rt3 ? Is the an equivalent to do it via rt-mailgate --url ?? thanks, Hi. I've just installed RT3 (with mysql, perl 5.6.1 and mod_perl 1.x). I have a running RT2 instance, from which I transferred the settings. Now I've got a little problem: Users who exist in RT can create tickets via mail, but users who do not exist cannot do so. I have looked through the config file multiple times, but did not find anything. Maybe you see the problem with the config file that follows below. Another thing I found is in RT.pm: ------------------------------------------- =item LoadConfig Load RT's config file. First, go after the core config file. After that, try to load the vendor config. After that, go after the site config. =cut sub LoadConfig { local *Set = sub { $_[0] = $_[1] unless defined $_[0] }; if ( -f "$SITE_CONFIG_FILE" ) { require $SITE_CONFIG_FILE || die ("Couldn't load RT config file '$SITE_CONFIG_FILE'\n$@"); } require $CORE_CONFIG_FILE || die ("Couldn't load RT config file '$CORE_CONFIG_FILE'\n$@"); RT::I18N->Init; } ------------------------------------------- Either I am totally confused here, or the code snippet does not what the POD comment above says: it loads SITE_CONFIG first and then overwrite the settings with CORE_CONFIG. Shouldn't it be vice versa? Back to my first problem: I did not create RT_SiteConfig.pm, but changed the settings in RT_Config.pm because of the code snippet above. So if that code is wrong, my problem is not caused by that code. Here is my config file: package RT; Set($rtname , "example.com"); Set($Organization , "example.com"); Set($MinimumPasswordLength , "6"); Set($Timezone , 'CET'); Set($DatabaseType , 'mysql'); Set($DatabaseHost , 'localhost'); Set($DatabaseRTHost , 'localhost'); Set($DatabasePort , ''); Set($DatabaseUser , 'rt3'); Set($DatabasePassword , 'passssswoooord'); Set($DatabaseName , 'rt3'); Set($DatabaseRequireSSL , undef); Set($OwnerEmail , 'rtowner at example.com'); Set($LoopsToRTOwner , 1); Set($StoreLoops , undef); Set($MaxAttachmentSize , 10000000); Set($TruncateLongAttachments , undef); Set($DropLongAttachments , 1); Set($ParseNewMessageForTicketCcs , undef); Set($RTAddressRegexp , '\@example.com$'); Set($CanonicalizeEmailAddressMatch , 'subdomain.example.com$'); Set($CanonicalizeEmailAddressReplace , 'example.com'); Set($SenderMustExistInExternalDatabase , undef); Set($CorrespondAddress , 'general-correspond at example.com'); Set($CommentAddress , 'general-comment at example.com'); Set($MailCommand , 'sendmailpipe'); Set($SendmailArguments , "-oi -t"); Set($SendmailPath , "/usr/sbin/sendmail"); Set($UseFriendlyToLine , 1); Set($NotifyActor, 0); Set($LogToSyslog , 'debug'); Set($LogToScreen , 'error'); Set($LogToFile , undef); Set($LogToFileNamed , "$LogDir/rt.log"); #log to rt.log.. Set($WebPath , ""); Set($WebBaseURL , "http://example.com"); Set($WebURL , $WebBaseURL . $WebPath . "/"); Set($WebImagesURL , $WebURL . "NoAuth/images/"); Set($LogoURL , $WebImagesURL . "rt.jpg"); Set($TrustHTMLAttachments , undef); Set($WebExternalAuth , undef); Set($WebFallbackToInternalAuth , undef); Set($WebExternalGecos , undef); Set($WebExternalAuto , undef); @EmailInputEncodings = qw(utf-8 iso-8859-15 iso-8859-1 us-ascii) unless (@EmailEncodings); Set($EmailOutputEncoding , 'utf-8'); Set($DateDayBeforeMonth , 1); Set($AmbiguousDayInPast , 1); 1; One thing I am sure about is the "LookupSenderInExternalDatabase" option. It is only mentioned in this comment: # 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. but I did not find it in the original config file or in the draft manual. TIA for your help. Best regards, Matthias From cec2000 at mail.ru Wed Mar 26 09:46:46 2003 From: cec2000 at mail.ru (Sergey Gurov) Date: Wed, 26 Mar 2003 17:46:46 +0300 Subject: [rt-users] MIME::Parser: can't open tmpfile: Invalid argument In-Reply-To: <35918F41AED5B54FAC677253128E6AAE1DA178@koksrv1.bmmcpas.local> Message-ID: <23B4AF417194094BA23A306FE0D4211E524800@zforum.bacint.ru> Yes, that works, although it is not an answer. Try to comment out $parser->output_to_core() and send plaint text mail. It works for me! It means that for the main message body parser does create disk tmp file. After that it cannot. BTW MIME::Parser man states that in-core tmp files work slower that disk-based. Sergey. >-----Original Message----- >From: Matt Jonkman [mailto:matt at infotex.ws] >Sent: Wednesday, March 26, 2003 4:32 PM >To: 'Sergey Gurov'; rt-users at lists.fsck.com >Subject: RE: [rt-users] MIME::Parser: can't open tmpfile: >Invalid argument > > >I fiddled around with what the original poster mentioned and got it to >work. Although I'm really curious why this is. > >If you find this block in lib/RT/Interface/Email.pm: > > > # If content length is <= 20000 bytes, store each msg as in-core >scalar; > # Else, write to a disk file (the default action): > > $parser->output_to_core(20000); > > >And just add > > $parser->tmp_to_core(20000); > >Right below that it'll work like a champ. > >Matt From chris at summersault.com Wed Mar 26 09:54:09 2003 From: chris at summersault.com (Chris Hardie) Date: Wed, 26 Mar 2003 09:54:09 -0500 (EST) Subject: [rt-users] RT3, automatic created users In-Reply-To: References: Message-ID: On Wed, 26 Mar 2003, Matthias Juchem wrote: > Hi. > > I've just installed RT3 (with mysql, perl 5.6.1 and mod_perl 1.x). > I have a running RT2 instance, from which I transferred the settings. > > Now I've got a little problem: Users who exist in RT can create tickets > via mail, but users who do not exist cannot do so. I recently noticed (and posted a solution to) the same sort of thing: http://lists.fsck.com/pipermail/rt-users/2003-March/012631.html http://lists.fsck.com/pipermail/rt-users/2003-March/012633.html As noted in that second link, the documentation is certainly misleading in this regard. Chris From pjackson at arterystudio.com Wed Mar 26 10:59:28 2003 From: pjackson at arterystudio.com (pjackson at arterystudio.com) Date: Wed, 26 Mar 2003 09:59:28 -0600 Subject: [rt-users] RT3, automatic created users In-Reply-To: References: Message-ID: <1048694368.3e81ce600559e@webmail.arterystudio.com> Hi, I'd agree - the documentation is a bit misleading for those of us who are new to RT. I managed to figure out that the problem lies within the global/queue group permissions. Easy fix .. though, did have me befuddled. I guess RT is so robust, that it's easy to get lost - though, a great product. Regards, Phillip Jackson -------------------------------------------------------- Webmail by The Artery Studio - Your creative pulse. (TM) Online @ www.arterystudio.com From ulrich.kiermayr at univie.ac.at Wed Mar 26 11:14:00 2003 From: ulrich.kiermayr at univie.ac.at (Ulrich Kiermayr) Date: Wed, 26 Mar 2003 17:14:00 +0100 Subject: [rt-users] RT3, automatic created users In-Reply-To: <1048694368.3e81ce600559e@webmail.arterystudio.com> References: <1048694368.3e81ce600559e@webmail.arterystudio.com> Message-ID: <3E81D1C8.70304@univie.ac.at> Hi, I have a similar Problem, not beeing able to fix yet: I send a reply/comment including a not yet known eMail-address in the CCs. if someone tries to reply to that i also get 'Could not load a valid User' even if everyone has the right to Create, Reply and Comment on Ticket in the particular Queue. Maybe RT should create users for that Cc and AdminCc entrys as well? lG uk -- ------------------------------------------------------------------------ Ulrich Kiermayr Zentraler Informatikdienst der Universitaet Wien Network Security Universitaetsstrasse 7, 1010 Wien, Austria ------------------------------------------------------------------------ eMail: ulrich.kiermayr at univie.ac.at Tel: (+43 1) 4277 / 14104 Hotline: security.zid at univie.ac.at Fax: (+43 1) 4277 / 9140 ------------------------------------------------------------------------ GPG Key fingerprint = BF0D 5749 4DC1 ED74 AB67 7180 105F 491D A8D7 64D8 From jesse at bestpractical.com Wed Mar 26 11:31:28 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 26 Mar 2003 11:31:28 -0500 Subject: [rt-users] rt2-to-rt3-v1.6: importing users without EmailAddress In-Reply-To: <20030326142006.GA25337@ionia.eunet.pt> References: <20030326142006.GA25337@ionia.eunet.pt> Message-ID: <20030326163128.GZ25439@fsck.com> So. you might want to have a look at the recently release 1.7 version of the import tool. And if you're going to hack on these things, you should really subscribe to rt-devel where they're more likely to get discussed ;) -jesse On Wed, Mar 26, 2003 at 02:20:06PM +0000, Carlos Canau wrote: > Hi, > > v1.6 doesn't import users that doesn't have EmailAddress. I open my > users without EmailAddress. Can I change > load_user($user->{'EmailAddress'} with load_user($user->{'Name'} > safely ?? It seems to work. > > > > --- dumpfile-to-rt-3.0~ Wed Mar 26 11:30:04 2003 > +++ dumpfile-to-rt-3.0 Wed Mar 26 14:10:38 2003 > @@ -598,6 +598,7 @@ > sub import_user { > my $user = shift; > > + printf "%s\n", scalar Dumper $user; > $user->{'Name'} = "Unnamed user ".$user->{'id'} unless ($user->{'Name'}); > if ( $user->{'Name'} eq 'Nobody' ) { > $user_map->{ $user->{'id'} } = $RT::Nobody->Id; > @@ -617,7 +618,8 @@ > unless ( $user->{'Password'} =~ '^\*' ); > delete $user->{'Password'}; > print "."; > - $user_obj = load_user($user->{'EmailAddress'}); > +### $user_obj = load_user($user->{'EmailAddress'}); > + $user_obj = load_user($user->{'Name'}); > unless ($user_obj->Id) { > my ($uid, $umsg) = $user_obj->Create( %{$user} ); > } > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 map at eecs.berkeley.edu Wed Mar 26 12:19:47 2003 From: map at eecs.berkeley.edu (Mike Patterson) Date: Wed, 26 Mar 2003 09:19:47 -0800 Subject: [rt-users] Automatically making Cc's ->BCc's on ticket creation In-Reply-To: <20030311145002.8440.40519.Mailman@pallas.eruditorum.org> References: <20030311145002.8440.40519.Mailman@pallas.eruditorum.org> Message-ID: <3E81E133.9080905@eecs.berkeley.edu> I have setup RT 2.0.15 to automatically parse new messages to add CC's to the CC list for the ticket's life by modifying the /path-to-rt/etc/config.pm file: $ParseNewMessageForTicketCcs = "true"; This is working great except for one thing. When people reply-all to the email they receive, the Cc's get 2 copies (one direct from their mail and one sent by RT). I would like them only to get one copy total. So I'm asking for advice to either: 1) if the reply to a ticket already includes a CC listed, don't have RT also CC the same email. 2) Add Cc's as BCc's for the life of the ticket. (Similar to my admin-cc watchers who get email, but aren't listed as a CC on the email that goes out). Any ideas From gm at efn.org Wed Mar 26 14:22:28 2003 From: gm at efn.org (Seth Cohn, EFN General Manager) Date: Wed, 26 Mar 2003 11:22:28 -0800 (PST) Subject: [rt-users] Gantt charting... Message-ID: We're looking at possibly implementing Gantt charts for tasks using RT... (currently using 2.0.15), with the start/end & depends fields. I realize that DTRT (long defunct) talked about doing this, but it never seemed to have developed enough... For the Gantt charting itself, looks like DBIx::Chart and DBD:Chart are the answer. See http://www.presicient.com/ Artistic licensed, this fits well with RT, and would allow other charting to happen, like queue graphs, etc. Anyone else interested in helping with this project? And/Or seeing it happen? Seth From dwarner at ctinetworks.com Wed Mar 26 14:32:57 2003 From: dwarner at ctinetworks.com (Douglas E. Warner) Date: Wed, 26 Mar 2003 14:32:57 -0500 Subject: [rt-users] Questions about Import tool for RT3 Message-ID: <200303261432.57850.dwarner@ctinetworks.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 After upgrading to RT3, I found that just viewing the front page took 10-12 seconds. First some basic info: RH7.3, Apache 1.3.27, mod_perl 1.26, mysql 4.0.12; approx 9200 tickets and 3800 users. I was watching 'show full processlist' while loading the frontpage, and just picked a query to explain; this is what I caught: mysql> explain SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'SeeQueue') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '24' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '15')) AND ( ( ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) OR ( ((Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = '15') ) AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group') ) LIMIT 1; +--------------------+--------+-------------------------+------------+---------+---------------------------+------+--------------------------+ | table | type | possible_keys | key | key_len | ref | rows | Extra | +--------------------+--------+-------------------------+------------+---------+---------------------------+------+--------------------------+ | Groups | range | PRIMARY,Groups1,Groups2 | Groups1 | 130 | NULL | 7463 | Using where; Using index | | Principals | eq_ref | PRIMARY | PRIMARY | 4 | Groups.id | 1 | Using where | | CachedGroupMembers | ref | DisGrouMem,GrouMem | DisGrouMem | 12 | Principals.id,const,const | 1 | Using where; Using index | | ACL | range | ACL1 | ACL1 | 54 | NULL | 10 | Using where; Using index | +--------------------+--------+-------------------------+------------+---------+---------------------------+------+--------------------------+ 4 rows in set (0.01 sec) The part that concerned me was that the Groups table matched 7463 rows; that seemed like a lot to me, so I did the following query: mysql> select count(*) from Groups; +----------+ | count(*) | +----------+ | 39550 | +----------+ 1 row in set (0.12 sec) 39550 groups? I only have 3800 users; after doing 'select * from Groups' I noticed many of the group names are null, and there are 4 different ticket roles for each instance (CC, AdminCC, Owner, Requestor). Any idea why this table is so huge? The Groups table in my RT2 instance has only 8 rows. - -Doug - -- Douglas E. Warner Network Engineer CTI/PAdotNET http://ctinetworks.com +1 717 975 9000 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.0.7 (GNU/Linux) iD8DBQE+ggBpJV36su0A0xIRAqgAAKCJHATvbTXxe7HSCAiP0tIeJJKsOACeK/Dz Waz1t342gJB6o+Fxn5sbxLI= =u7k1 -----END PGP SIGNATURE----- From tgriffin at ocic.k12.ok.us Wed Mar 26 14:10:00 2003 From: tgriffin at ocic.k12.ok.us (Tony Griffin) Date: Wed, 26 Mar 2003 13:10:00 -0600 Subject: [rt-users] RT_SiteConfig.pm has nothing Message-ID: Installing a fresh copy of RT3 on Mac OS X Server 10.2.3, I get to the point where it says: ----- Congratulations. RT has been installed. You must now configure RT by editing /opt/rt3/etc/RT_SiteConfig.pm. (You will definitely need to set RT's database password before continuing. Not doing so could be very dangerous) After that, you need to initialize RT's database by running 'make initialize-database' [Xserve:/usr/local/rt3] root# ----- This sounds good so far, right? Well, the RT_SiteConfig.pm file contains only ?1;? and nothing else. I?ve started over from scratch and got the same results. Is this indicative of a bigger problem or could I just take someone else?s RT_SiteConfig.pm file and alter it for my site? Suggestions anyone? Regards, Tony Griffin Technology Specialist Osage County Interlocal Cooperative School District 57-K001 207 East Main Street, Hominy, Oklahoma 74035 Phone 918 885-2667 x120 Fax 918 885-6742 http://www.ocic.k12.ok.us Email me directly at tgriffin at ocic.k12.ok.us Please send all technical support requests to support at ocic.k12.ok.us -------------- next part -------------- An HTML attachment was scrubbed... URL: From mrz at intelenet.net Wed Mar 26 15:21:11 2003 From: mrz at intelenet.net (matthew zeier) Date: Wed, 26 Mar 2003 12:21:11 -0800 Subject: [rt-users] RT_SiteConfig.pm has nothing References: Message-ID: <01bf01c2f3d5$3e65d580$6d180a0a@MRZTP> RT_SiteConfig.pm is where you store differences to RT_Config.pm. In the old day, you used to configure in config.pm - now you do it in RT_SiteConfig.pm and you leave RT_Config.pm alone. ----- Original Message ----- From: "Tony Griffin" To: "Request Tracker Listserve" Sent: Wednesday, March 26, 2003 11:10 AM Subject: [rt-users] RT_SiteConfig.pm has nothing Installing a fresh copy of RT3 on Mac OS X Server 10.2.3, I get to the point where it says: ----- Congratulations. RT has been installed. You must now configure RT by editing /opt/rt3/etc/RT_SiteConfig.pm. (You will definitely need to set RT's database password before continuing. Not doing so could be very dangerous) After that, you need to initialize RT's database by running 'make initialize-database' [Xserve:/usr/local/rt3] root# ----- This sounds good so far, right? Well, the RT_SiteConfig.pm file contains only ?1;? and nothing else. I?ve started over from scratch and got the same results. Is this indicative of a bigger problem or could I just take someone else?s RT_SiteConfig.pm file and alter it for my site? Suggestions anyone? Regards, Tony Griffin Technology Specialist Osage County Interlocal Cooperative School District 57-K001 207 East Main Street, Hominy, Oklahoma 74035 Phone 918 885-2667 x120 Fax 918 885-6742 http://www.ocic.k12.ok.us Email me directly at tgriffin at ocic.k12.ok.us Please send all technical support requests to support at ocic.k12.ok.us From kfh at mqsoftware.com Wed Mar 26 15:25:48 2003 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 26 Mar 2003 14:25:48 -0600 Subject: [rt-users] Trying to get RT3 up and running. Message-ID: Hi, I seem to be missing something basic. I had an rt3 beta up and running (just for playing around with, no data that I cared about), and I wanted to go to the release, so I downloaded it, unpacked it, configured it, and installed it. It seemed to look OK, so I installed the RTFM beta, and then started setting up users, groups, etc. I created 3 queues, then 4 users, then 3 groups. I then went to associate users with groups (all of this is while logged in as root), but couldn't. When I go to group membership for a group, the only user that shows up is root. If I go to the select user page, root shows up, but if I hit the go button, all my users show up. What am I doing wrong? Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com From Shmulik at olivesoftware.com Wed Mar 26 16:21:59 2003 From: Shmulik at olivesoftware.com (Shmulik Gazit) Date: Wed, 26 Mar 2003 23:21:59 +0200 Subject: [rt-users] RT_SiteConfig.pm has nothing Message-ID: <71B89563D3D7D3118D390008C79F359DF4F84F@OLIVE> Tony, It actually says in the manual to first copy RT_Config to RT_SIteConfig and THEN start doing the changes. The fact that it doesn't say it in the Congratulations part is probably confusing, agreed. Also, why RT_SiteConfig wouldn't start as a copy of RT_Config (thus doing nothing too, if you don't change anything), eludes me. /Shmulik. -----Original Message----- From: Tony Griffin [mailto:tgriffin at ocic.k12.ok.us] Sent: Wed, March 26, 2003 9:10 PM To: Request Tracker Listserve Subject: [rt-users] RT_SiteConfig.pm has nothing Installing a fresh copy of RT3 on Mac OS X Server 10.2.3, I get to the point where it says: ----- Congratulations. RT has been installed. You must now configure RT by editing /opt/rt3/etc/RT_SiteConfig.pm. (You will definitely need to set RT's database password before continuing. Not doing so could be very dangerous) After that, you need to initialize RT's database by running 'make initialize-database' [Xserve:/usr/local/rt3] root# ----- This sounds good so far, right? Well, the RT_SiteConfig.pm file contains only "1;" and nothing else. I've started over from scratch and got the same results. Is this indicative of a bigger problem or could I just take someone else's RT_SiteConfig.pm file and alter it for my site? Suggestions anyone? Regards, Tony Griffin Technology Specialist Osage County Interlocal Cooperative School District 57-K001 207 East Main Street, Hominy, Oklahoma 74035 Phone 918 885-2667 x120 Fax 918 885-6742 http://www.ocic.k12.ok.us Email me directly at tgriffin at ocic.k12.ok.us Please send all technical support requests to support at ocic.k12.ok.us -------------- next part -------------- An HTML attachment was scrubbed... URL: From tom at LS.Berkeley.EDU Wed Mar 26 19:04:44 2003 From: tom at LS.Berkeley.EDU (Tom Holub) Date: Wed, 26 Mar 2003 16:04:44 -0800 Subject: [rt-users] "Attempt to serve directory" error, RT3 on Apache 2.0.44 Message-ID: <20030327000444.GA11157@ls.berkeley.edu> I'm attempting to install RT 3.0.0 under Apache 2.0.44 with mod_perl 1.99_08. Everything seems to be functioning, except directory indexes within the RT heirarchy. If I try to go to the virtual host URL, the web browser gets: Not Found The requested URL / was not found on this server. and the Apache error log has: [Wed Mar 26 15:56:22 2003] [error] [client 128.32.178.238] Attempt to serve directory: /local/sol/2.6/depot/rt-3.0.0/share/html/ If I append "index.html" to the base URL, RT works fine; I can create and view tickets and use most of the interface elements. But any of the interface elements which refer to a directory (like "Approval" on the front page) give the same error. The relevant section of my Apache configuration is: ServerName lscr.ls.berkeley.edu DocumentRoot /local/sol/2.6/depot/rt-3.0.0/share/html AddDefaultCharset UTF-8 PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /local/sol/2.6/depot/rt-3.0.0/bin/webmux.pl Options +Indexes SetHandler perl-script PerlHandler RT::Mason [the "Options" bit I just threw in there to see if that might be the problem]. Any ideas what might be the problem? This all is pretty much right out of the installation instructions. -- Tom Holub (tom_holub at LS.Berkeley.EDU, 510-642-9069) College of Letters & Science 249 Campbell Hall From simran.list at reflectit.com Wed Mar 26 18:09:09 2003 From: simran.list at reflectit.com (simran) Date: 27 Mar 2003 10:09:09 +1100 Subject: [rt-users] Patch for QuickSearch Message-ID: <1048720149.6226.19.camel@pingu> Hi All, I'm on a very new user to RT (installed RT3 2 days ago) Excellent product - thanks Jesse. The little bit of information that i felt would be immensely useful but not available on the home page was: * The number of tickets that are "new" and owned by "Nobody" I have attached a little patch that enables that on the home page in case anyone is interested. * The patch puts a number next to each queue of the number of tickets that are "new" and owned by "Nobody" - it colors the number red if the number is > 0, else is leaves the number black. Also, a question about escalation, i got the "escalator" script from the contrib directory, had to play around with it a bit to make it work for rt3 - i assume it was written for rt2. My question, how do other people handle how escalation happens? Do you also have the "escalator" or is there an automatic/internal way that i am missing? (I'm assuming that there is an automatic/internal way that i am missing, as it does not make sense to have "priority"'s in the core of the product if the core never automatically updates priorities). simran. -------------- next part -------------- A non-text attachment was scrubbed... Name: Quicksearch.patch Type: text/x-patch Size: 2006 bytes Desc: not available URL: From seph at directionless.org Wed Mar 26 23:52:56 2003 From: seph at directionless.org (seph) Date: Wed, 26 Mar 2003 20:52:56 -0800 Subject: [rt-users] Adding multiple users In-Reply-To: <2EDAF6DC7CE9D4118D4C00508BAED3150A605E15@icex3.cc.ic.ac.uk> ("Huntley, Derek M"'s message of "Tue, 25 Mar 2003 16:43:47 -0000") References: <2EDAF6DC7CE9D4118D4C00508BAED3150A605E15@icex3.cc.ic.ac.uk> Message-ID: > We would like to add in excess of 100 users to RT and don't really want to > do that number via the web interface. Is there a way to add users from the > command line (I haven't found it in the documentation but I could be missing > it!), which could be easily scripted. I don't think the rt3 command line client is working, but that still leaves youwith various other options. your script could post to the webpage for you. This is pretty easy, it's what the rt-mailgate does, for example. your script could call the RT api directly. perldoc the various rt files, they include ocs on how to use their functions. you RT instance could use external auth, and something to create the accounts as needed. If appropriate, you could use one of the existing rt user import scripts. (see contrib) seph From seph at directionless.org Wed Mar 26 23:57:53 2003 From: seph at directionless.org (seph) Date: Wed, 26 Mar 2003 20:57:53 -0800 Subject: [rt-users] Where does the "From: " address come from ? In-Reply-To: (Gregory Hosler's message of "Wed, 26 Mar 2003 14:32:35 +0800 (SGT)") References: Message-ID: > does anyone know where the these to return addresses are set from ? Should be a per queue setting. if it's not set for the specific queue, it uses the system default as specified by the config file. Should be in the docs somewhere. seph From scott at xs4all.net Thu Mar 27 01:17:27 2003 From: scott at xs4all.net (Scott A. McIntyre) Date: Thu, 27 Mar 2003 07:17:27 +0100 Subject: [rt-users] RT2 - OnOwnerChange doesn't work for taking, only assigning. Message-ID: Hi, What am I missing such that OnOwnerChange (contrib scrip) will only actually perform a given action when a ticket is assigned from one user to another, and not when a user "takes" a ticket; either with the cli or with the web interface? I've got a queue whereby people want to browse it and take tickets that are interesting to them, at that point they want the ticket sent to them in email so that they may answer it (no email is sent to AdminCC's or anyone else OnCreate). With Jesse's help (duh, I kept trying $Ticket->Transaction->Content->First() or First->Content, but never the plural of Transactions, sigh...) I got the first item sent out as I want if someone else does the ticket assigning, but something is happening differently internally it would seem when users take a ticket themselves. Thoughts? Scott From mikeska at alcatel.sk Thu Mar 27 01:52:02 2003 From: mikeska at alcatel.sk (Peter Mikeska) Date: Thu, 27 Mar 2003 07:52:02 +0100 Subject: [rt-users] language interfasce Message-ID: <135507765484.20030327075202@alcatel.sk> Hi there, I have fresh rt3 with mixed language interface, something is in czech and something in english , how can I use only english for interface ? I found just cs.po but how to disable it or how. thnx Miki From BMtshali at Orbicom.com Thu Mar 27 02:05:51 2003 From: BMtshali at Orbicom.com (Bafana Mtshali) Date: Thu, 27 Mar 2003 09:05:51 +0200 Subject: [rt-users] Patch for QuickSearch Message-ID: Hi, I have to agree with Simran. All the scripts from the contrib area that I have tried to use with rt3 did not work for me and because of that, I could not use rt3. I had to downgrade to rt-2-0-15 so as to get AutoOpen to work and still struggling with AutoAssign. I would like to propose that people who have modified the contrib scripts to work with rt3 post them to be included in the rt3 contribution area so that people like me (no programming skills) can use them. Thank you for your contribution to this great product. -----Original Message----- From: simran [mailto:simran.list at reflectit.com] Sent: 27 March 2003 01:09 To: rt-users at lists.fsck.com Subject: [rt-users] Patch for QuickSearch Hi All, I'm on a very new user to RT (installed RT3 2 days ago) Excellent product - thanks Jesse. The little bit of information that i felt would be immensely useful but not available on the home page was: * The number of tickets that are "new" and owned by "Nobody" I have attached a little patch that enables that on the home page in case anyone is interested. * The patch puts a number next to each queue of the number of tickets that are "new" and owned by "Nobody" - it colors the number red if the number is > 0, else is leaves the number black. Also, a question about escalation, i got the "escalator" script from the contrib directory, had to play around with it a bit to make it work for rt3 - i assume it was written for rt2. My question, how do other people handle how escalation happens? Do you also have the "escalator" or is there an automatic/internal way that i am missing? (I'm assuming that there is an automatic/internal way that i am missing, as it does not make sense to have "priority"'s in the core of the product if the core never automatically updates priorities). simran. ___________________________________________________________________ Any e-mail message from an Orbicom employee, and all attachments thereto ("the message") may contain confidential information, and is intended for a specific addressee and purpose. All contents in this message remain the intellectual property of Orbicom. If you are not the addressee: a) You may not disclose, copy, distribute or take any action based on the contents thereof; b) Kindly inform the sender immediately and destroy all copies thereof. Any copying, publication or disclosure of this message, or part thereof, in any form whatsoever, without the sender's express written consent, is prohibited. No opinion expressed or implied by the sender necessarily constitutes the opinion of Orbicom. This message does not constitute a guarantee or proof of the facts mentioned therein. From proftp_cj at kdd.de Thu Mar 27 02:37:03 2003 From: proftp_cj at kdd.de (christian janssen) Date: Thu, 27 Mar 2003 08:37:03 +0100 Subject: [rt-users] Gantt charting... In-Reply-To: Message-ID: <5.2.1.1.0.20030327083209.00a98f58@195.82.63.16> Hi, just for your information, interest or reference: "http://www.dotproject.net/" also use Gantt charts (but I think with PHP). Christian At 11:22 26.03.2003 -0800, Seth Cohn, EFN General Manager wrote: >We're looking at possibly implementing Gantt charts for tasks using RT... >(currently using 2.0.15), with the start/end & depends fields. > >I realize that DTRT (long defunct) talked about doing this, but it never >seemed to have developed enough... > >For the Gantt charting itself, looks like DBIx::Chart and DBD:Chart are >the answer. See http://www.presicient.com/ Artistic licensed, this fits >well with RT, and would allow other charting to happen, like queue graphs, >etc. > >Anyone else interested in helping with this project? And/Or seeing it >happen? > >Seth >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From jesse at bestpractical.com Thu Mar 27 02:43:53 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 27 Mar 2003 02:43:53 -0500 Subject: [rt-users] Gantt charting... In-Reply-To: <5.2.1.1.0.20030327083209.00a98f58@195.82.63.16> References: <5.2.1.1.0.20030327083209.00a98f58@195.82.63.16> Message-ID: <20030327074353.GJ25439@fsck.com> > > At 11:22 26.03.2003 -0800, Seth Cohn, EFN General Manager wrote: > >We're looking at possibly implementing Gantt charts for tasks > >using RT... > >(currently using 2.0.15), with the start/end & depends fields. > > > >I realize that DTRT (long defunct) talked about doing this, but > >it never > >seemed to have developed enough... > > > >For the Gantt charting itself, looks like DBIx::Chart and > >DBD:Chart are > >the answer. See http://www.presicient.com/ Artistic licensed, > >this fits > >well with RT, and would allow other charting to happen, like > >queue graphs, > >etc. FWIW, the latest dtrt in aegis (http://fsck.com/aegis/aegis.cgi) did passable basic gantt charts in html the last time I touched it. Granted, that was a bit ago ;) -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From mikeska at alcatel.sk Thu Mar 27 03:42:45 2003 From: mikeska at alcatel.sk (Peter Mikeska) Date: Thu, 27 Mar 2003 09:42:45 +0100 Subject: [rt-users] statistic Message-ID: <184514408312.20030327094245@alcatel.sk> Hello, rt-users, is there any posibility to generate some reports / statistic from rt3 ? I saw something for rt1 but cant find anything for rt2/3. does exist something ? thnx Miki -- cee ya Peter mailto:mikeska at alcatel.sk From lists at flothow.de Thu Mar 27 07:31:23 2003 From: lists at flothow.de (Sebastian Flothow) Date: Thu, 27 Mar 2003 13:31:23 +0100 Subject: [rt-users] RT2 - OnOwnerChange doesn't work for taking, only assigning. In-Reply-To: Message-ID: <053D2667-6050-11D7-970A-000393B2BB20@flothow.de> > I got the first item sent out as I want if someone else does the ticket > assigning, but something is happening differently internally it would > seem when users take a ticket themselves. < http://www.fsck.com/rtfm/factoid.html?id=73 > maybe? Sebastian -- Sebastian Flothow sebastian at flothow.de #include From pape-rt at inf.fu-berlin.de Thu Mar 27 10:10:19 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Thu, 27 Mar 2003 16:10:19 +0100 Subject: [rt-users] rt-3.0.0 https-installation and mailgate Message-ID: <2147483647.1048781419@[10.0.255.35]> Hello, we decided to run our rt2-Installation on a https-server to protect the password exchange. I successfully migrated rt2 to rt3 now, but couldn't configure the mailgate, because since version 3 it need another parameter --url . But mailgate does not support "https" and all messages bounce with > An Error Occurred > ================= > > 501 Protocol scheme 'https' is not supported how to go with this? Can something be configured or do we need to wait until mailgate supports https? Thanks, Dirk Pape. From pape-rt at inf.fu-berlin.de Thu Mar 27 10:26:57 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Thu, 27 Mar 2003 16:26:57 +0100 Subject: [rt-users] rt-3.0.0 https-installation and mailgate and ExternalAuth Message-ID: <2147483647.1048782417@[10.0.255.35]> Hello, in another thread I stated my problems with the new mailgate needing a URL and not supporting https. What is if I am running rt with ExternalAuth? How will rt-mailgate do authentication to apache? Or ist there only one directory in NoAuth rt-mailgate has to see and use? if the latter is true I could set up my apache to serve only this directory via http without authentication which would solve bith of mine problems. Thanks, Dirk. From jgedeon at qualcomm.com Thu Mar 27 11:14:52 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Thu, 27 Mar 2003 08:14:52 -0800 Subject: [rt-users] diff RT2 RT3 In-Reply-To: <20030318174848.GF31507@fsck.com> References: <3E775B99.1070708@eece.unm.edu> <3E7744C5.7020108@eece.unm.edu> <20030318163501.GA31507@fsck.com> <3E77520C.4050103@eece.unm.edu> <20030318172628.GD31507@fsck.com> <3E775B99.1070708@eece.unm.edu> Message-ID: <5.1.0.14.2.20030327081024.00ab1708@unixmail.qualcomm.com> I thought I saw a link to a document showing the difference between rt2 and rt3? Where can I find that? John -- <>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on your own understanding; in all your ways acknowledge him, and he will make your paths straight." From autrijus at autrijus.org Thu Mar 27 11:23:46 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Fri, 28 Mar 2003 00:23:46 +0800 Subject: [rt-users] diff RT2 RT3 In-Reply-To: <5.1.0.14.2.20030327081024.00ab1708@unixmail.qualcomm.com> References: <3E775B99.1070708@eece.unm.edu> <3E7744C5.7020108@eece.unm.edu> <20030318163501.GA31507@fsck.com> <3E77520C.4050103@eece.unm.edu> <20030318172628.GD31507@fsck.com> <3E775B99.1070708@eece.unm.edu> <5.1.0.14.2.20030327081024.00ab1708@unixmail.qualcomm.com> Message-ID: <20030327162346.GC2165@not.autrijus.org> On Thu, Mar 27, 2003 at 08:14:52AM -0800, John Gedeon wrote: > I thought I saw a link to a document showing the difference between rt2 and > rt3? Where can I find that? In you memory, perhaps? :) http://use.perl.org/article.pl?sid=03/03/24/1855213& Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From jgedeon at qualcomm.com Thu Mar 27 11:30:01 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Thu, 27 Mar 2003 08:30:01 -0800 Subject: [rt-users] diff RT2 RT3 In-Reply-To: <20030327162346.GC2165@not.autrijus.org> References: <5.1.0.14.2.20030327081024.00ab1708@unixmail.qualcomm.com> <3E775B99.1070708@eece.unm.edu> <3E7744C5.7020108@eece.unm.edu> <20030318163501.GA31507@fsck.com> <3E77520C.4050103@eece.unm.edu> <20030318172628.GD31507@fsck.com> <3E775B99.1070708@eece.unm.edu> <5.1.0.14.2.20030327081024.00ab1708@unixmail.qualcomm.com> Message-ID: <5.1.0.14.2.20030327082942.00ac0630@unixmail.qualcomm.com> Perhaps thanks though At 08:23 AM 3/27/2003, Autrijus Tang wrote: ><0880.0002>>53ccce3.jpgRT2 RT3.ems <0880.0002>> Re [rt-users] diff RT2 RT3.ems -- <>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on your own understanding; in all your ways acknowledge him, and he will make your paths straight." -------------- next part -------------- A non-text attachment was scrubbed... Name: 53ccce3.jpg Type: image/jpeg Size: 2443 bytes Desc: not available URL: From pape-rt at inf.fu-berlin.de Thu Mar 27 12:11:57 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Thu, 27 Mar 2003 18:11:57 +0100 Subject: [rt-users] rt-3.0.0 https-installation and mailgate In-Reply-To: <3E8325DF.8090508@neruda.com> References: <2147483647.1048781419@[10.0.255.35]> <3E8325DF.8090508@neruda.com> Message-ID: <2147483647.1048788717@[10.0.255.35]> Hello Steve, --Am Donnerstag, 27. M?rz 2003 11:25 Uhr -0500 schrieb Steve Neruda : > I wound up configuring https but allowing localhost to use http. I had > to work around a MSIE bug to keep from getting frequent errors when > posting. Finally I use mod-rewrite to parse out the email address to use > a a userid. thank you, serving http to localhost works well. I now use external auth on the external https and disabled "PerlAuthenHandler Apache::AuthPAM" on the localhost http. What do you mean by the second hint? Does rt-mailgate authenticate with the email-adress? Regards, Dirk. From lists at konfido.de Thu Mar 27 12:58:00 2003 From: lists at konfido.de (Matthias Juchem) Date: Thu, 27 Mar 2003 18:58:00 +0100 (MET) Subject: [rt-users] Duplicate group names; group name case changes Message-ID: Hi. I'm using RT 3.0.0. I guess this is a bug in RT3: it's possible to have at least two groups with the same name. Another thing is that it is not possible to make case-only changes to group names: I wanted to change 'General' to 'general'. RT3 said something like 'illegal value'. When changing the name to something else first, it's ok. Best regards, Matthias From jesse at bestpractical.com Thu Mar 27 13:11:22 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 27 Mar 2003 13:11:22 -0500 Subject: [rt-users] RT_SiteConfig.pm has nothing In-Reply-To: <71B89563D3D7D3118D390008C79F359DF4F84F@OLIVE> References: <71B89563D3D7D3118D390008C79F359DF4F84F@OLIVE> Message-ID: <20030327181122.GT25439@fsck.com> On Wed, Mar 26, 2003 at 11:21:59PM +0200, Shmulik Gazit wrote: > Tony, > > It actually says in the manual to first copy RT_Config to RT_SIteConfig and > THEN start doing the changes. > The fact that it doesn't say it in the Congratulations part is probably > confusing, agreed. Yes. the congratulations message needs cleaning up > Also, why RT_SiteConfig wouldn't start as a copy of RT_Config (thus doing > nothing too, if you don't change anything), eludes me. RT's upgrade procedure should _never_ overwrite an existing RT_SiteConfig, as you may have modified values locally. But if you have "old" default values in that file, they may mask new changed and/or fixed default values specified in a new RT_Config > > /Shmulik. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pjackson at arterystudio.com Thu Mar 27 14:15:37 2003 From: pjackson at arterystudio.com (pjackson at arterystudio.com) Date: Thu, 27 Mar 2003 13:15:37 -0600 Subject: [rt-users] Duplicate group names; group name case changes In-Reply-To: References: Message-ID: <1048792537.3e834dd99f24d@webmail.arterystudio.com> Matthias, Confirming that both problems do exist. Phil ________________________________________________________ Webmail by The Artery Studio - Your creative pulse. (TM) Online @ www.arterystudio.com From tbarron at ornl.gov Thu Mar 27 13:16:52 2003 From: tbarron at ornl.gov (Tom Barron) Date: Thu, 27 Mar 2003 13:16:52 -0500 Subject: [rt-users] Is it possible to un-merge tickets? Message-ID: <20030327131652.K2199@barron-lt.ccs.ornl.gov> After looking through the docs (and searching for the string 'merge' -- I got one hit, which did not address this issue), I suspect not. Does anyone know of a way? Thanks... -- Tom Barron tbarron at ornl.gov Computer Science & Mathematics (865) 576-1620 (voice) Oak Ridge National Laboratory (865) 241-2850 (fax) From lists at konfido.de Thu Mar 27 13:19:26 2003 From: lists at konfido.de (Matthias Juchem) Date: Thu, 27 Mar 2003 19:19:26 +0100 (MET) Subject: [rt-users] RT3 cmdline interface In-Reply-To: <1048792537.3e834dd99f24d@webmail.arterystudio.com> References: <1048792537.3e834dd99f24d@webmail.arterystudio.com> Message-ID: Hi. Sorry if this question has been answered somewhere already, but I have not found anything about it. Is there a command line program for RT3 like there was for RT2? It was quite useful. Regards, Matthias From pjackson at arterystudio.com Thu Mar 27 14:21:06 2003 From: pjackson at arterystudio.com (pjackson at arterystudio.com) Date: Thu, 27 Mar 2003 13:21:06 -0600 Subject: [rt-users] Duplicate group names; group name case changes In-Reply-To: <1048792537.3e834dd99f24d@webmail.arterystudio.com> References: <1048792537.3e834dd99f24d@webmail.arterystudio.com> Message-ID: <1048792866.3e834f22dea2f@webmail.arterystudio.com> Er, I guess I'm making a note that both problems do exist - noticed this yesterday =) Sorry about the miscomm. It's been a long day. Phil ________________________________________________________ Webmail by The Artery Studio - Your creative pulse. (TM) Online @ www.arterystudio.com From jesse at bestpractical.com Thu Mar 27 13:29:34 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 27 Mar 2003 13:29:34 -0500 Subject: [rt-users] RT3 cmdline interface In-Reply-To: References: <1048792537.3e834dd99f24d@webmail.arterystudio.com> Message-ID: <20030327182934.GY25439@fsck.com> As has been mentioned a couple times, the developer building the command line interface has been running very, very late, but it _is_ coming. Having a usable CLI is very important to us. As soon as we've got something usable, we'll make it available to the public. -j On Thu, Mar 27, 2003 at 07:19:26PM +0100, Matthias Juchem wrote: > Hi. > > Sorry if this question has been answered somewhere already, but I have not > found anything about it. > > Is there a command line program for RT3 like there was for RT2? It was > quite useful. > > Regards, > Matthias > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 fox-rt_users at vulpes.net Thu Mar 27 13:40:43 2003 From: fox-rt_users at vulpes.net (Jeremy Doran) Date: 27 Mar 2003 10:40:43 -0800 Subject: [rt-users] Limiting what tickets requestors can see Message-ID: <1048790442.22482.13.camel@pictus.engr.nominum.com> Hi, A couple of questions. First of all, we're looking to see if it's possible for customers (ie, people external to our environment) who send in tickets can log into RT and see their tickets from the web interface. I see that this is possible from setting the ShowTicket privilege, but the problem here is that they can just type in any ticket number, and as long as they have that permission for that queue, they can see _any_ ticket in that queue. Is there any permission that should be set that will restrict that requestor to _only_ see tickets that they have requested? Secondly, I know that right now there is no CLI (rt or rtadmin scripts) for RT3.0. Is there any estimate on when there might be? We're on 2.0.15 at the moment and cannot move to 3.0 yet as we have reporting dependencies on the command line utilities. Regards, -- Jeremy Doran From darren at boston.com Thu Mar 27 13:42:11 2003 From: darren at boston.com (darren chamberlain) Date: Thu, 27 Mar 2003 13:42:11 -0500 Subject: [rt-users] RT3 cmdline interface In-Reply-To: <20030327182934.GY25439@fsck.com> References: <1048792537.3e834dd99f24d@webmail.arterystudio.com> <20030327182934.GY25439@fsck.com> Message-ID: <20030327-07e8680131c62463a5bfff66d0df2b3d@mail.boston.com> * Jesse Vincent [2003-03-27 13:28]: > As has been mentioned a couple times, the developer building the > command line interface has been running very, very late, but it _is_ > coming. Who is it, so we can pester them directly? ;) > Having a usable CLI is very important to us. As soon as we've got > something usable, we'll make it available to the public. I've heard rumblings that this CLI is based on a more generic RPC interface, and it sounds very cool. Are the pieces for this interface in place already, or is this part of the pending deliverables? (darren) -- What a strange illusion it is to suppose that beauty is goodness. -- Leo Tolstoy -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 185 bytes Desc: not available URL: From jesse at bestpractical.com Thu Mar 27 13:47:03 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 27 Mar 2003 13:47:03 -0500 Subject: [rt-users] RT3 cmdline interface In-Reply-To: <20030327-07e8680131c62463a5bfff66d0df2b3d@mail.boston.com> References: <1048792537.3e834dd99f24d@webmail.arterystudio.com> <20030327182934.GY25439@fsck.com> <20030327-07e8680131c62463a5bfff66d0df2b3d@mail.boston.com> Message-ID: <20030327184703.GA25439@fsck.com> On Thu, Mar 27, 2003 at 01:42:11PM -0500, darren chamberlain wrote: > > Having a usable CLI is very important to us. As soon as we've got > > something usable, we'll make it available to the public. > > I've heard rumblings that this CLI is based on a more generic RPC > interface, and it sounds very cool. Are the pieces for this interface > in place already, or is this part of the pending deliverables? You've heard right. Actually, most of the cli tool is done. It's the server-side RPC framework that's still in progress. > (darren) -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From ruben at podernet.com.mx Thu Mar 27 13:49:09 2003 From: ruben at podernet.com.mx (Ruben Olague) Date: Thu, 27 Mar 2003 12:49:09 -0600 Subject: [rt-users] "Attempt to serve directory" error, RT3 on Apache 2.0.44 Message-ID: <20030327184909.GH14444@tururu.podernet.com.mx> I have exactly the same problem... it only works if you retype the URL adding index.html I'm trying RT3 with Apache 2.0.44 and FastCGI. I will try again with a RewriteRule, hope it gets fixed. -- Ruben Olague -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 232 bytes Desc: not available URL: From ajharrison at gwi.net Thu Mar 27 13:54:35 2003 From: ajharrison at gwi.net (Andy Harrison) Date: Thu, 27 Mar 2003 13:54:35 -0500 (EST) Subject: [rt-users] external auth Message-ID: -----BEGIN PGP SIGNED MESSAGE----- ok, I think I just need another pair of eyes to look at this, I dunno wtf I'm doing wrong... When I access webrt, I get prompted by the web server to log in, punch in my login and pw from radius, and it lets me through..... right to the web rt screen where you put in your username and pw. # grep -i '^[^#].*webextern' RT_Config.pm Set($WebExternalAuth , "true"); Set($WebExternalGecos , undef); Set($WebExternalAuto , undef); ServerName rt.andy.gwi DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 AddRadiusAuth radiusserver:1812 xxxxxsnipxxxxx ## this line applies to Apache2+mod_perl2 only #PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason AuthRadiusAuthoritative on AuthRadiusCookieValid 480 AuthName "WebRT" AuthType Basic AuthGroupFile /usr/local/etc/apache/auth/webrt.group AuthUserFile /usr/local/etc/apache/auth/webrt.auth require group gwi Options FollowSymLinks +Includes ExecCGI MultiViews AllowOverride AuthConfig Limit Running rt-3.0.0, apache-1.3.27, freebsd 4.7..... ~~ Andy Harrison Great Works Internet System Operations ajharrison at gwi.net RSA 1024 pgp key: http://www.nachoz.com/andy.pub -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQCVAwUBPoNI6lPEkLgodAWVAQHNmQP+LPP+vD5+pa+Gqm8+HT751BO8CqWoVd4C efdh/mu9KpE3TBbhT6NYqu7BZ4f3giWYprurPSKf8V4ngl1rmtpea61F2+P63PJ/ j/Et9Lcwu1Gh3OpupkcIL7EKuxocns0huu51OKcLCBFl6OkqJOPqXd1PEeVln5e/ tCJfAlll4LM= =jVNA -----END PGP SIGNATURE----- From ruben at podernet.com.mx Thu Mar 27 15:59:40 2003 From: ruben at podernet.com.mx (Ruben Olague) Date: Thu, 27 Mar 2003 14:59:40 -0600 Subject: [rt-users] "Attempt to serve directory" error, RT3 on Apache 2.0.44 In-Reply-To: <20030327190242.GB794@ls.berkeley.edu> References: <20030327184909.GH14444@tururu.podernet.com.mx> <20030327190242.GB794@ls.berkeley.edu> Message-ID: <20030327205940.GL14444@tururu.podernet.com.mx> On Thu, Mar 27, 2003 at 11:02:42AM -0800, gods heard Tom Holub mumbling: > > The advice I got yesterday worked; add the following to the virtual host: > > > > SetHandler perl-script > PerlHandler RT::Mason > > > > SetHandler perl-script > PerlHandler RT::Mason > > > > SetHandler perl-script > PerlHandler RT::Mason > > Thanks for your answer Tom, I tried your solution but it didn't worked for me... A simple RewriteRule helped me finally: RewriteRule (.*)/$ $1/index.html [R] Regards, -- Ruben Olague -------------------------------------------------------------------------- Ing. Ruben Olague Hdz. -- NOC/Systems Manager -- Podernet, S.A. de C.V. ruben at podernet.com -- +52 (55) 5257 0730 -- http://www.podernet.com.mx KeyID:0x0B549DDD FP:73CE A803 F947 CE58 A559 1F9D 4290 7B46 0B54 9DDD -------------------------------------------------------------------------- : "How do you tell when you run out of invisible ink?" -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 232 bytes Desc: not available URL: From dchabot at activis.ca Thu Mar 27 19:52:18 2003 From: dchabot at activis.ca (David Chabot) Date: Thu, 27 Mar 2003 19:52:18 -0500 Subject: [rt-users] RT 3 in french Message-ID: Hello, I recently installed RT 3.0.0 and the install went fine. However since our clients speak french, their messages get distorted (they contain accentuated characters) because RT 3.0 does not support well non-english language with Perl 5.6.1. Before upgrading to Perl 5.8.0 I would like to know if someone has tried it and if it has changed anything for non-english support. Also, I would like to understand why the accentuated characters where processed correctly in RT 2.0.15 and now they are not. Thank you David Chabot dchabot at aztus.com www.aztus.com From pape-rt at inf.fu-berlin.de Fri Mar 28 02:39:16 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Fri, 28 Mar 2003 08:39:16 +0100 Subject: [rt-users] rt-3.0.0 https-installation and mailgate In-Reply-To: <3E833E22.7040004@neruda.com> References: <2147483647.1048781419@[10.0.255.35]> <3E8325DF.8090508@neruda.com> <2147483647.1048788717@[10.0.255.35]> <3E833E22.7040004@neruda.com> Message-ID: <2147483647.1048840756@[10.0.255.35]> Hello Steve --Am Donnerstag, 27. M?rz 2003 13:08 Uhr -0500 schrieb Steve Neruda : > Not a very good userid to most systems. The modrewrite hack changes > REMOTEUSER to their email address. Does that answer your question? Yes, thank you. When we start using client certificate, I hopefully will remember your tip. Dirk. From gerald.fehringer at openadvice.de Fri Mar 28 03:37:33 2003 From: gerald.fehringer at openadvice.de (Gerald Fehringer) Date: Fri, 28 Mar 2003 09:37:33 +0100 Subject: [rt-users] rt3-rc4, email templates values ? Message-ID: hi, just a quick question: where can i find a whole overview of values which i can use for my email templates ? thanks, geri From anders at nuaccess.net Fri Mar 28 05:13:49 2003 From: anders at nuaccess.net (Anders Karlsson) Date: Fri, 28 Mar 2003 10:13:49 +0000 Subject: [rt-users] templates Message-ID: <200303281013.49684.anders@nuaccess.net> Hello Is it possible to construct an template that also retreives some specific custom fields from a ticket ? //Anders -- Have you hugged your firewall today? No spam, thanks. -------------------------------------------------------- Are you the police? . . . . No ma'am, we're sysadmins. RSLCom NuAccess AB Network Operations anders at nuaccess.net From panu at colorplaza.com Fri Mar 28 04:22:52 2003 From: panu at colorplaza.com (Panu Artimo) Date: Fri, 28 Mar 2003 10:22:52 +0100 Subject: [rt-users] am I the only one with the corrupt binary attachments? In-Reply-To: <20030327210002.8689.68189.Mailman@pallas.eruditorum.org> Message-ID: The final v. 3.0 didn't fix the binary email attachments being broken. I have compared the files and it seems RT adds some carbage now and then into the file. Is it possible that I have some broken library in use or something. Attachments attached from webui work perfectly. What is the route the message comes into RT? Or to put it another way what could the propable script to blame them being broken? Panu From bthauvin at clearchannel.fr Fri Mar 28 04:44:17 2003 From: bthauvin at clearchannel.fr (THAUVIN Blaise (Dir. Informatique)) Date: Fri, 28 Mar 2003 10:44:17 +0100 Subject: [rt-users] RT 3 in french Message-ID: <870E25EC362DD6118A7400306E1260E2032A30BC@33par_exchange.dauphin-affichage.com> HI, RT3 works perfectly in French and many other non ASCII languages if and only if you use perl 5.8.0. I've done extensive testing on it in a French environment. Accented caracters where not processed correctly in RT2. In fact, they were not processed at all. The result would only depend on the 8bit compliancy of your all processing chain (mailer, MTA, RT, Perl, Apache default settings, browser default settings....). For example, on my system, messages where OK, but subjects got distorted, this was due I think to sendmail. With RT3 and a real "processing" of extented caracter sets, the entire chain knows what it is doing. For example, if you send a message from Czeck Republic with slavic accents, it will render properly on your French system, even though your usual code page does not include those caracters. This is the consequence of using the unicode (utf-8)caracter set, which is a one or two byte set (one byte for the first 128 ASCII, two for the rest) in all internal representations. This set contains almost all alphabetical caracter sets (latin, cyrilic, hebraic...) plus some non alphabetic (ideograms, phonetics) for which I am not at all a specialist (simplified Chinese, korean, japanese....) Blaise -----Message d'origine----- De : David Chabot [mailto:dchabot at activis.ca] Envoy? : vendredi 28 mars 2003 01:52 ? : rt-users at lists.fsck.com Objet : [rt-users] RT 3 in french Hello, I recently installed RT 3.0.0 and the install went fine. However since our clients speak french, their messages get distorted (they contain accentuated characters) because RT 3.0 does not support well non-english language with Perl 5.6.1. Before upgrading to Perl 5.8.0 I would like to know if someone has tried it and if it has changed anything for non-english support. Also, I would like to understand why the accentuated characters where processed correctly in RT 2.0.15 and now they are not. Thank you David Chabot dchabot at aztus.com www.aztus.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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From anders.ekstrand at drutt.com Fri Mar 28 05:06:07 2003 From: anders.ekstrand at drutt.com (Anders Ekstrand) Date: Fri, 28 Mar 2003 11:06:07 +0100 Subject: [rt-users] Problem importing tickets with large attachments Message-ID: <605509268B2AE24D8A2D44136CADEC5F341368@gemini.drutt.net> Hi, I have problems importing some tickets with large attachments ( ~ > 3 MB) using dumpfile-to-rt-3.0 v1.6. The scripts says nothing to stdout, but logs VERY many entries like below in messages. Any idea? Regards - Anders Ekstrand Mar 28 10:43:22 localhost RT: Malformed UTF-8 character (unexpected non-continuation byte 0x75, immediately after start byte 0xdc) in subroutine entry at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Data/Dumper.pm line 156. (/opt/rt3/lib/RT.pm:222) Mar 28 10:43:22 localhost RT: Malformed UTF-8 character (unexpected non-continuation byte 0xf3, immediately after start byte 0xe5) in subroutine entry at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Data/Dumper.pm line 156. (/opt/rt3/lib/RT.pm:222) Mar 28 10:43:22 localhost RT: Malformed UTF-8 character (unexpected continuation byte 0xbe, with no preceding start byte) in subroutine entry at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Data/Dumper.pm line 156. (/opt/rt3/lib/RT.pm:222) Mar 28 10:43:22 localhost RT: Malformed UTF-8 character (unexpected non-continuation byte 0xce, immediately after start byte 0xd6) in subroutine entry at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Data/Dumper.pm line 156. (/opt/rt3/lib/RT.pm:222) Mar 28 10:43:22 localhost RT: Malformed UTF-8 character (unexpected non-continuation byte 0x2b, immediately after start byte 0xf0) in subroutine entry at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Data/Dumper.pm line 156. (/opt/rt3/lib/RT.pm:222) Mar 28 10:43:22 localhost RT: Malformed UTF-8 character (unexpected continuation byte 0x97, with no preceding start byte) in subroutine entry at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Data/Dumper.pm line 156. (/opt/rt3/lib/RT.pm:222) Mar 28 10:43:22 localhost RT: Malformed UTF-8 character (unexpected continuation byte 0x8a, with no preceding start byte) in subroutine entry at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Data/Dumper.pm line 156. (/opt/rt3/lib/RT.pm:222) Mar 28 10:43:22 localhost RT: Malformed UTF-8 character (unexpected continuation byte 0x9d, with no preceding start byte) in subroutine entry at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Data/Dumper.pm line 156. (/opt/rt3/lib/RT.pm:222) Mar 28 10:43:22 localhost RT: Malformed UTF-8 character (unexpected continuation byte 0xb9, with no preceding start byte) in subroutine entry at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Data/Dumper.pm line 156. (/opt/rt3/lib/RT.pm:222) Mar 28 10:43:22 localhost RT: Malformed UTF-8 character (unexpected continuation byte 0xba, with no preceding start byte) in subroutine entry at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Data/Dumper.pm line 156. (/opt/rt3/lib/RT.pm:222) Mar 28 10:43:22 localhost RT: Malformed UTF-8 character (unexpected non-continuation byte 0x49, immediately after start byte 0xd2) in subroutine entry at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Data/Dumper.pm line 156. (/opt/rt3/lib/RT.pm:222) Mar 28 10:43:23 localhost RT: Malformed UTF-8 character (unexpected non-continuation byte 0x09, immediately after start byte 0xea) in subroutine entry at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Data/Dumper.pm line 156. (/opt/rt3/lib/RT.pm:222) Mar 28 10:43:23 localhost RT: Malformed UTF-8 character (unexpected continuation byte 0xb8, with no preceding start byte) in subroutine entry at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Data/Dumper.pm line 156. (/opt/rt3/lib/RT.pm:222) Mar 28 10:43:23 localhost RT: Malformed UTF-8 character (unexpected continuation byte 0xae, with no preceding start byte) in subroutine entry at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Data/Dumper.pm line 156. (/opt/rt3/lib/RT.pm:222) Mar 28 10:43:23 localhost RT: Malformed UTF-8 character (unexpected non-continuation byte 0x15, immediately after start byte 0xc4) in subroutine entry at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Data/Dumper.pm line 156. (/opt/rt3/lib/RT.pm:222) Mar 28 10:43:23 localhost RT: Malformed UTF-8 character (unexpected continuation byte 0xa5, with no preceding start byte) in subroutine entry at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Data/Dumper.pm line 156. (/opt/rt3/lib/RT.pm:222) Mar 28 10:43:23 localhost RT: Malformed UTF-8 character (unexpected continuation byte 0xa0, with no preceding start byte) in subroutine entry at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Data/Dumper.pm line 156. (/opt/rt3/lib/RT.pm:222) -------------- next part -------------- An HTML attachment was scrubbed... URL: From okrouhly at civ.zcu.cz Fri Mar 28 05:07:43 2003 From: okrouhly at civ.zcu.cz (Jan Okrouhly) Date: Fri, 28 Mar 2003 11:07:43 +0100 (CET) Subject: [rt-users] RT 3 in french In-Reply-To: <870E25EC362DD6118A7400306E1260E2032A30BC@33par_exchange.dauphin-affichage.com> Message-ID: On Fri, 28 Mar 2003, THAUVIN Blaise (Dir. Informatique) wrote: > HI, > > RT3 works perfectly in French and many other non ASCII languages if and only > if you use perl 5.8.0. I've done extensive testing on it in a French > environment. Hi! I do the same in Czech and this is right (Jesse has stated it about 2 months ago). Real truth is now, that with 5.8.0 is everythink perfect except displaying search criteria containing non ASCII characters (applies to not all of them). Searching content/subjects works well already, so I hope this is very minor problem... > > Accented caracters where not processed correctly in RT2. In fact, they were > not processed at all. The result would only depend on the 8bit compliancy of > your all processing chain (mailer, MTA, RT, Perl, Apache default settings, > browser default settings....). For example, on my system, messages where OK, > but subjects got distorted, this was due I think to sendmail. > > With RT3 and a real "processing" of extented caracter sets, the entire chain > knows what it is doing. For example, if you send a message from Czeck > Republic with slavic accents, it will render properly on your French system, > even though your usual code page does not include those caracters. This is > the consequence of using the unicode (utf-8)caracter set, which is a one or > two byte set (one byte for the first 128 ASCII, two for the rest) in all > internal representations. This set contains almost all alphabetical caracter > sets (latin, cyrilic, hebraic...) plus some non alphabetic (ideograms, > phonetics) for which I am not at all a specialist (simplified Chinese, > korean, japanese....) > > Blaise > > -----Message d'origine----- > De : David Chabot [mailto:dchabot at activis.ca] > Envoye : vendredi 28 mars 2003 01:52 > A : rt-users at lists.fsck.com > Objet : [rt-users] RT 3 in french > > > Hello, > > I recently installed RT 3.0.0 and the install went fine. However since > our clients speak french, their messages get distorted (they contain > accentuated characters) because RT 3.0 does not support well non-english > language with Perl 5.6.1. > > Before upgrading to Perl 5.8.0 I would like to know if someone has tried it > and if it has changed anything for non-english support. > > Also, I would like to understand why the accentuated characters where > processed correctly in RT 2.0.15 and now they are not. > > Thank you > > David Chabot > dchabot at aztus.com > www.aztus.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 > 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- From autrijus at autrijus.org Fri Mar 28 07:50:01 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Fri, 28 Mar 2003 20:50:01 +0800 Subject: [rt-users] Is it possible to un-merge tickets? In-Reply-To: <20030327131652.K2199@barron-lt.ccs.ornl.gov> References: <20030327131652.K2199@barron-lt.ccs.ornl.gov> Message-ID: <20030328125001.GB2919@not.autrijus.org> On Thu, Mar 27, 2003 at 01:16:52PM -0500, Tom Barron wrote: > After looking through the docs (and searching for the string 'merge' > -- I got one hit, which did not address this issue), I suspect not. > Does anyone know of a way? Thanks... Hand-tweaking the EffectiveId field in the Tickets table? /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From ricke at mjr.com Fri Mar 28 07:59:34 2003 From: ricke at mjr.com (Rick Edwards) Date: Fri, 28 Mar 2003 07:59:34 -0500 Subject: [rt-users] Getting the Primary Key after an insert Message-ID: <200303280759.34105.ricke@mjr.com> Hong, This is probably a JDBC 3.0 feature: // Assuming you've got a statement to execute // int res = myStmt.executeUpdate(); ResultSet rs = myStmt.getGeneratedKeys(); boolean isKeyAvailable = rs.next(); if( isKeyAvailable ) { int key = rs.getInt(1); // Assuming the key is an int } // Blah blah blah // If your app is the only one that'll be accessing this table you can just put the code into a synchronized method and to a 'select MAX(foo.key) from foo;' to get the new key. Ugly, but it works. Rick From dchabot at activis.ca Fri Mar 28 10:38:42 2003 From: dchabot at activis.ca (David Chabot) Date: Fri, 28 Mar 2003 10:38:42 -0500 Subject: [rt-users] Apache creates lots of directories in /tmp Message-ID: Hello, Since I installed RT 3.0, Apache creates lots of empty directories in the /tmp directory. I would like to know if that is normal, and if they will be deleted automatically. Thank you David Chabot Vice-pr?sident dchabot at activis.ca _________________________ Activis Technologies Inc. Votre sp?cialiste en strat?gie de communication Internet www.activis.ca 450.464.6422 _________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From voland at lflat.org Fri Mar 28 11:08:50 2003 From: voland at lflat.org (Vadim Belman) Date: Fri, 28 Mar 2003 18:08:50 +0200 Subject: [rt-users] Non-staff users and permissions. Message-ID: <3E847392.6090405@lflat.org> I have started with RT at my new job recently where conditions are different with what it was at the last place. In fact, here we have several corporate customers for whom we would like to have separate queues with watchers being set in a way that every employee of a customer sees all replies to tickets in the related queue. But as I have discovered neither there is a way to form groups of non-staff users in RT nor it is possible to give a non-staff user access to a specific queue as those kind of users aren't visible at all. One way around this would be turning on the 'Let this user be granted rights' option for all of them and giving very limited rights. But as a side effect of this a limited user can see all other users in the system which is not acceptable as we don't want them to see who our other customers are. I wonder if it's a design flaw which can be overcome? Will it change in the future? -- /Vadim Belman From dchabot at activis.ca Fri Mar 28 11:18:51 2003 From: dchabot at activis.ca (David Chabot) Date: Fri, 28 Mar 2003 11:18:51 -0500 Subject: [rt-users] Apache creates lots of directories in /tmp In-Reply-To: <1993F20D-6137-11D7-BF21-000393AC9622@xs4all.net> Message-ID: I see that their is a directory for session data in the rt 3.0.0 /path/to/rt3/var/session_data shouldn't apache put session data their ? David -----Message d'origine----- De : Scott A. McIntyre [mailto:scott at xs4all.net] Envoy? : 28 mars, 2003 11:06 ? : David Chabot Objet : Re: [rt-users] Apache creates lots of directories in /tmp On Friday, Mar 28, 2003, at 16:38 Europe/Amsterdam, David Chabot wrote: > Hello, > ? > ??? Since I installed RT 3.0, Apache creates lots of empty directories > in the /tmp directory. I would like to know if that is normal, and if > they will be deleted automatically. > ? David, In version two, the following cron jobs were suggested: 0 * * * * find /path/to/rt2/WebRT/sessiondata -type f -amin +600 -exec rm {} \; 0 * * * * find /path/to/rt2/log -type f -amin +7200 -exec rm {} \; Or similar -- this performs a nightly cleanup of those files (please note that the log directories are related to where our local installaiton is, and the second entry is more specifically the tmp files that I believe you see)... You may find these useful for rt3 (I'm just experimenting with that now), or not! With kind regards, Scott From voland at lflat.org Fri Mar 28 11:20:07 2003 From: voland at lflat.org (Vadim Belman) Date: Fri, 28 Mar 2003 18:20:07 +0200 Subject: [rt-users] Non-staff users and permissions. Message-ID: <3E847637.1020502@lflat.org> I have started with RT at my new job recently where conditions are different with what it was at the last place. In fact, here we have several corporate customers for whom we would like to have separate queues with watchers being set in a way that every employee of a customer sees all replies to tickets in the related queue. But as I have discovered neither there is a way to form groups of non-staff users in RT nor it is possible to give a non-staff user access to a specific queue as those kind of users aren't visible at all. One way around this would be turning on the 'Let this user be granted rights' option for all of them and giving very limited rights. But as a side effect of this a limited user can see all other users in the system which is not acceptable as we don't want them to see who our other customers are. I wonder if it's a design flaw which can be overcome? Will it change in the future? -- /Vadim Belman From npaufler at incentre.net Fri Mar 28 12:36:31 2003 From: npaufler at incentre.net (Nicholas Paufler) Date: Fri, 28 Mar 2003 10:36:31 -0700 Subject: [rt-users] users getting "permission denied" e-mails Message-ID: <012401c2f550$92326440$99d54bce@kallisti> I've got a bizarre problem I can't find referenced in any of the mailing lists. I'm running RT 2.0.15 on FreeBSD with MySQL, Apache, and mod_perl. 99.9% of the time everything works flawlessly but in the few months since I've set it up RT i've had two or three users complain that every time they send a message that goes into a queue they immediately get a message back containing "permission denied". The only things I can see in the RT logfile is stuff like this: [Mon Mar 10 23:05:32 2003] [crit]: Permission Denied [Tue Mar 11 20:18:45 2003] [crit]: Permission Denied [Tue Mar 11 20:28:03 2003] [crit]: Permission Denied [Tue Mar 11 20:46:24 2003] [crit]: Permission Denied [Tue Mar 11 21:08:36 2003] [crit]: Permission Denied [Tue Mar 18 18:06:55 2003] [crit]: Permission Denied [Wed Mar 19 03:38:17 2003] [crit]: Permission Denied [Fri Mar 21 14:43:32 2003] [crit]: Permission Denied However, the last instance of this happenned at Fri Mar 28 09:29:58 2003 according to RT... and the last entry I have in my RT logfile is from March 25th. I am quite sure all of my queues have the correct permissions for Everyone (Comment, create, reply, see), and I've even gone as far as adding those permissions globally so there shouldn't be a problem there. I've tried sending emails in as that user and I don't seem to be able to reproduce it. From rjansen at vub.ac.be Fri Mar 28 12:47:40 2003 From: rjansen at vub.ac.be (Jansen Robert) Date: Fri, 28 Mar 2003 18:47:40 +0100 Subject: [rt-users] rt-mailgate failing Message-ID: Hi, Just installed rt-3.0.0 ( perl 5.8.0, apache1, modperl) installed the basic functionality, but can't seem to get rt-mailgate going: Yep, I've put rt: "|/usr/local/packages/rt3/bin/rt-mailgate --queue general --action correspond --url http://foo.bar.com:12000/" rt-comment: "|/usr/local/packages/rt3/bin/rt-mailgate --queue general --action comment --url http://foo.bar.com:12000/" in /etc/aliases In debug mode rt-mailgate fails with the following: cat testmail | /usr/local/packages/rt3/bin/rt-mailgate --url http://foo.bar.com:12000/ --queue general --action correspond --debug Connecting to http://foo.bar.com:12000//REST/1.0/NoAuth/mail-gateway at /usr/local/packages/rt3/bin/rt-mailgate line 158, <> chunk 1. An Error Occurred ================= 405 Method Not Allowed This is /usr/local/packages/rt3/bin/rt-mailgate exiting because of an undefined server error at /usr/local/packages/rt3/bin/rt-mailgate line 200, <> chunk 1. And yes, the file http://foo.bar.com:12000//REST/1.0/NoAuth/mail-gateway is accesible though a web browser. Any ideas ? TIA -- -------------------------- Brussels University Pleinlaan 2 Computer Center VUB/ULB (VUBnet) Ing. Robert Jansen B-1050 Brussels Belgium (Europe) email: rjansen at vub.ac.be Tel: +32-2-650.36.94 Secr: +32-2-650.37.38 Fax: +32-2-650.37.40 -------------------------- From jason-alexander at uiowa.edu Fri Mar 28 17:15:44 2003 From: jason-alexander at uiowa.edu (Jason Alexander) Date: Fri, 28 Mar 2003 16:15:44 -0600 Subject: [rt-users] Duplicate Response Messages Message-ID: <5.1.1.5.2.20030328161257.00bbeea0@blue.weeg.uiowa.edu> Hello all, I have RT 3.0.0 setup. I have been tracking the beta and have just really started to play with things now that the major changes are over. We seem to have things working ok except when a person sends in a ticket by e-mail they get two reply messages that are identical. There is only one ticket created which is good. Anyone else seeing this. I'm wondering if this is a case of to many upgrades. Thanks Jason *************************************************** Jason Alexander Senior Security Analyst CIO Office, The University of Iowa 300-28 University Services Building jason-alexander at uiowa.edu / 319-335-6174 *************************************************** From CWard at vidyah.com Fri Mar 28 18:13:08 2003 From: CWard at vidyah.com (Ward, Chris) Date: Fri, 28 Mar 2003 15:13:08 -0800 Subject: [rt-users] ticket attachment link not working - path not created Message-ID: <0DE15D4633A6D4119CDF001083FD00FD981291@KUMAIL> Heya, I'm having a problem with attachements of any size not getting saved or not being linked properly. basically the attachment shows up in the ticket as a link but the link doesnt work. For example I see I should have a rt.site.com/Ticket/Attachemnt/9/27/filename.txt file per the link in the ticket but when I click on the link I get a forbidden error.. I can go look in the "Ticket/Attachemnt" folder and I see that the path is not created.. If I manually create it and drop the file there the ticket then works fine. I've searched the messages and see alot of info about sending attachments as forwards or whatnot but nothing about this. I get the feeling that it should be saving the attachment in the database so I'm not sure why I'm getting a hard file system path in the first place.. Any ideas would be appreciated. Config: rt-3.0.0 (although the same results from 2.0.15) apache 1.3.27 as nobody perl-suidperl 5.8.0 Cya, Chris. From lists at masonc.com Sat Mar 29 02:23:49 2003 From: lists at masonc.com (Chris Mason) Date: Sat, 29 Mar 2003 03:23:49 -0400 Subject: [rt-users] Integrating RT Message-ID: <000801c2f5c4$26272550$7300a8c0@poseiden> I have a client wants me to look at a CRM solution using RT to track customer enquiries, tech support issues, the usual, but have contact information and other information about the client also. Has anyone worked on extending RT or integrating with other software? For example, how have you connected RT users to the customer data? 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 autrijus at autrijus.org Sat Mar 29 04:12:42 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Sat, 29 Mar 2003 17:12:42 +0800 Subject: [rt-users] Integrating RT In-Reply-To: <000801c2f5c4$26272550$7300a8c0@poseiden> References: <000801c2f5c4$26272550$7300a8c0@poseiden> Message-ID: <20030329091242.GB11388@not.autrijus.org> On Sat, Mar 29, 2003 at 03:23:49AM -0400, Chris Mason wrote: > Has anyone worked on extending RT or integrating with other software? Yes. I made a RT::User_Local class that implements additional accessor functions and connect each user ID with the external ODBC data source, via the ExternalAuthId attribute. See: http://p4.elixus.org/depot/RT/104/lib/RT/User_Local.pm I also did a Callback implementation that automagically syncs the RT Group/User relation with that of the externals DB's. See: http://p4.elixus.org/depot/RT/104/html/Callbacks/Sync104HRMS/autohandler/Default Hope it helps. Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From jason-alexander at uiowa.edu Sat Mar 29 11:09:53 2003 From: jason-alexander at uiowa.edu (Jason Alexander) Date: Sat, 29 Mar 2003 10:09:53 -0600 Subject: [rt-users] Custom Script and Template HOWTO Message-ID: <5.1.1.5.2.20030329095951.02024e88@blue.weeg.uiowa.edu> Hello. We are looking at implementing RT for tracking Security Complaints for our campus. We seem to have most things up and working well. The one thing that I can seem to find is a way to generate output messages from the system. Here's what I would like to do. We receive a complaint and we open a ticket by sending the message into the Queue mail address. A ticket is opened and we have a large number of custom fields that we fill in. Then we often fill out one of many different form letters and send that to the department responsible for the machine. I figured out how to put all the form letters in templates but I'm having a hard time figuring out how to trigger these from the scripts. First of all I can't find anything in the documentation about User Defined Contritions or Actions form the scripts. Second of all I'm not sure how to trigger the sending of the messages. I was thinking of setting up a custom field that could be set to the type of letter I wanted to send out. Then use the script to look at this field and do a send message of some type. Can anyone point me in the right direction. Someone must have wanted to do this before. thanks Jason *************************************************** Jason Alexander Senior Security Analyst CIO Office, The University of Iowa 300-28 University Services Building jason-alexander at uiowa.edu / 319-335-6174 *************************************************** From shimi at shimi.net Sat Mar 29 13:04:17 2003 From: shimi at shimi.net (shimi) Date: Sat, 29 Mar 2003 21:04:17 +0300 (IDT) Subject: [rt-users] Weird installation problem, RT3, not in the manual as far as I could see. Message-ID: I tried installing RT3, after fulfilling all the dependencies... and I get this: # make initialize-database /usr/local/bin/perl //usr/local/rt3/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create a new database and grant RT access to that database, this script needs to connect to your mysql instance on sql-server as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database rt3. Now populating database schema. Creating database schema. schema sucessfully inserted Now inserting database ACLs Now inserting RT core system objects Checking for existing system user...not found. This appears to be a new installation. Creating system user...[Fri Mar 28 08:44:32 2003] [crit]: Couldn't create a Principal on new user create. Strange things are afoot at the circle K (/usr/local/rt3/lib/RT/User_Overlay.pm:404) Could not create user make: *** [initialize-database] Error 1 remember: sbin/rt-test... | grep MISSING returns nothing. (in other words, i have all deps) do also note: i tried dropdb and that from the begining... no luck Enviroment: Apache 1.3.27, perl 5.8.0 (installed two days ago), modperl, mysql 4.0.11-gamma can anyone help ? - shimi From lists at flothow.de Sat Mar 29 14:33:18 2003 From: lists at flothow.de (Sebastian Flothow) Date: Sat, 29 Mar 2003 20:33:18 +0100 Subject: [rt-users] rt-mailgate failing In-Reply-To: Message-ID: <4B5931B2-621D-11D7-9362-000393B2BB20@flothow.de> > 405 Method Not Allowed This is probably an error from Apache. What's in the Apache error log? Sebastian -- Sebastian Flothow sebastian at flothow.de #include From lists at flothow.de Sat Mar 29 14:36:14 2003 From: lists at flothow.de (Sebastian Flothow) Date: Sat, 29 Mar 2003 20:36:14 +0100 Subject: [rt-users] Duplicate Response Messages In-Reply-To: <5.1.1.5.2.20030328161257.00bbeea0@blue.weeg.uiowa.edu> Message-ID: > We seem to have things working ok except when a person sends in a ticket > by e-mail they get two reply messages that are identical. What are your scrips? Maybe you have the autoreply scrip both globally and in the queue. Sebastian -- Sebastian Flothow sebastian at flothow.de #include From lists at flothow.de Sat Mar 29 14:43:48 2003 From: lists at flothow.de (Sebastian Flothow) Date: Sat, 29 Mar 2003 20:43:48 +0100 Subject: [rt-users] ticket attachment link not working - path not created In-Reply-To: <0DE15D4633A6D4119CDF001083FD00FD981291@KUMAIL> Message-ID: > For example I see I should have a > rt.site.com/Ticket/Attachemnt/9/27/filename.txt file per the link in the > ticket but when I click on the link I get a forbidden error.. Probably something strange in your Apache config, have a look at access permissions. Is your RT instance a VHost inheriting something from the global config? > I get the feeling that it should > be saving the attachment in the database so I'm not sure why I'm > getting a > hard file system path in the first place.. Yes, attachments are stored in the DB, so you should check directly in the DB whether they get stored. The attachment URLs are just made up to look like there was an actual file, so that browsers will suggest the original file name when saving/downloading. Sebastian -- Sebastian Flothow sebastian at flothow.de #include From agnatoforia at gmx.de Sat Mar 29 16:35:02 2003 From: agnatoforia at gmx.de (Sven Henze) Date: Sat, 29 Mar 2003 22:35:02 +0100 (MET) Subject: [rt-users] rt3 Error while initialise-database Message-ID: <6471.1048973702@www48.gmx.net> Hi! When I try to initialize the database via "make initialize-database" i get the following message: Creating mysql database rt3. Now populating database schema. Creating database schema. schema successfully inserted Now inserting database ACLs Now inserting RT core system objects Checking for existing system user...not found. This appears to be a new installation. Creating system user...Can't locate object method "begin_work" via package "DBI::db" (perhaps you forgot to load "DBI::db"?) at /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 497, line 416. Can anyone here help me out? Thanks Sven Henze From shimi at shimi.net Sat Mar 29 16:45:08 2003 From: shimi at shimi.net (shimi) Date: Sun, 30 Mar 2003 00:45:08 +0300 (IDT) Subject: [rt-users] rt3 Error while initialise-database In-Reply-To: <6471.1048973702@www48.gmx.net> Message-ID: You did run: rt-3-0-0/sbin/rt-test-dependencies right? On Sat, 29 Mar 2003, Sven Henze wrote: > Hi! > > When I try to initialize the database via "make initialize-database" i get > the following message: > > Creating mysql database rt3. > Now populating database schema. > Creating database schema. > schema successfully inserted > Now inserting database ACLs > Now inserting RT core system objects > Checking for existing system user...not found. This appears to be a new > installation. > Creating system user...Can't locate object method "begin_work" via package > "DBI::db" (perhaps you forgot to load "DBI::db"?) at > /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 497, line 416. > > Can anyone here help me out? > > Thanks > Sven Henze > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- Best regards, Shimi ---- "Outlook is a massive flaming horrid blatant security violation, which also happens to be a mail reader." "Sure UNIX is user friendly; it's just picky about who its friends are." From agnatoforia at gmx.de Sat Mar 29 16:54:58 2003 From: agnatoforia at gmx.de (Sven Henze) Date: Sat, 29 Mar 2003 22:54:58 +0100 (MET) Subject: [rt-users] rt3 Error while initialise-database References: Message-ID: <8013.1048974898@www31.gmx.net> > > You did run: > rt-3-0-0/sbin/rt-test-dependencies > > right? Sure. It said "found" to everything. After that i did run "make install" and i edited the config file. I also can see the Loging-Page without any error. I'm running SuSE Linux 7.3 with modperl and mysql. > > On Sat, 29 Mar 2003, Sven Henze wrote: > > > Hi! > > > > When I try to initialize the database via "make initialize-database" i > get > > the following message: > > > > Creating mysql database rt3. > > Now populating database schema. > > Creating database schema. > > schema successfully inserted > > Now inserting database ACLs > > Now inserting RT core system objects > > Checking for existing system user...not found. This appears to be a new > > installation. > > Creating system user...Can't locate object method "begin_work" via > package > > "DBI::db" (perhaps you forgot to load "DBI::db"?) at > > /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 497, > line 416. > > > > Can anyone here help me out? > > > > Thanks > > Sven Henze From shimi at shimi.net Sat Mar 29 17:00:50 2003 From: shimi at shimi.net (shimi) Date: Sun, 30 Mar 2003 01:00:50 +0300 (IDT) Subject: [rt-users] rt3 Error while initialise-database In-Reply-To: <8013.1048974898@www31.gmx.net> Message-ID: i don't know then, sorry :( i thought it could be related for it not to have a current DB access module, so that's why it can't find "the method" (that's what the perl DBI module does...)... it looks like you do have the DBI module indeed, otherwise it won't be able to access MySQL at all since the begining, and it did... just to be sure - you have to run rt-test-dependecies with --with-modperl1 and --with-mysql ... if you did all that, sorry, i can't help :( On Sat, 29 Mar 2003, Sven Henze wrote: > > > > You did run: > > rt-3-0-0/sbin/rt-test-dependencies > > > > right? > > Sure. It said "found" to everything. After that i did run "make install" and > i edited the config file. I also can see the Loging-Page without any error. > > I'm running SuSE Linux 7.3 with modperl and mysql. > > > > > > > On Sat, 29 Mar 2003, Sven Henze wrote: > > > > > Hi! > > > > > > When I try to initialize the database via "make initialize-database" i > > get > > > the following message: > > > > > > Creating mysql database rt3. > > > Now populating database schema. > > > Creating database schema. > > > schema successfully inserted > > > Now inserting database ACLs > > > Now inserting RT core system objects > > > Checking for existing system user...not found. This appears to be a new > > > installation. > > > Creating system user...Can't locate object method "begin_work" via > > package > > > "DBI::db" (perhaps you forgot to load "DBI::db"?) at > > > /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 497, > > line 416. > > > > > > Can anyone here help me out? > > > > > > Thanks > > > Sven Henze > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- Best regards, Shimi ---- "Outlook is a massive flaming horrid blatant security violation, which also happens to be a mail reader." "Sure UNIX is user friendly; it's just picky about who its friends are." From james at webma.co.uk Sat Mar 29 17:54:33 2003 From: james at webma.co.uk (James Lucas) Date: Sat, 29 Mar 2003 22:54:33 -0000 Subject: [rt-users] permissions loophole? Message-ID: <004c01c2f646$2b2517b0$0402010a@computername> Hi, I have recently installed the release version of RT3 onto a new server for testing as my company would like to switch over to using a ticketing system rather than standard email. I have noticed one odd thing with the way it processes mail (although it may be my setup but I can't see where), if there is a user on the system, e.g. autocreated by opening a ticket, they can reply to any other ticket by simply changing the number in the subject of the message and this reply will be forwarded onto the ticket requestor. This does not seem correct to me as it would allow a spammer to randomly guess ticket numbers and then send mail to our customers using rt as the relay. The only permissions I have set are to allow is for "Everyone" to be able to create tickets, no specific permissions are set for replying to tickets but RT still lets the mail through. Have I made a mistake in the setup or is this a loophole in the program? Cheers James -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Sat Mar 29 18:27:11 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 29 Mar 2003 18:27:11 -0500 Subject: [rt-users] ticket attachment link not working - path not created In-Reply-To: References: <0DE15D4633A6D4119CDF001083FD00FD981291@KUMAIL> Message-ID: <20030329232711.GC4684@fsck.com> Let me guess. you're using a FileMatch directive in your httpd.conf. Which means that apache doesn't know to hand off that request to RT. On Sat, Mar 29, 2003 at 08:43:48PM +0100, Sebastian Flothow wrote: > >For example I see I should have a > >rt.site.com/Ticket/Attachemnt/9/27/filename.txt file per the link in the > >ticket but when I click on the link I get a forbidden error.. > > Probably something strange in your Apache config, have a look at access > permissions. Is your RT instance a VHost inheriting something from the > global config? > > > >I get the feeling that it should > >be saving the attachment in the database so I'm not sure why I'm > >getting a > >hard file system path in the first place.. > > Yes, attachments are stored in the DB, so you should check directly in > the DB whether they get stored. > The attachment URLs are just made up to look like there was an actual > file, so that browsers will suggest the original file name when > saving/downloading. > > > > Sebastian > > -- > Sebastian Flothow > sebastian at flothow.de > #include > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 sc2 at gmx.at Sun Mar 30 06:09:12 2003 From: sc2 at gmx.at (sc2 at gmx.at) Date: Sun, 30 Mar 2003 13:09:12 +0200 Subject: [rt-users] headers in RT 3.x Message-ID: <001b01c2f6ac$cb8760d0$e492633e@anonymous> is there a way to let bypass the headers original (when i mail comes over the tracker) Exampel: Tracker>MailAdr>Queue>Watcher or CC .... Mail comes in Queue and will be send to the CC ...but the CC has not the original headers...in source of the mail then....(like spam headers from assassin or Mailscanner headers ...from mailscanner.info) thank you From A.Kral at sh.cvut.cz Sun Mar 30 13:13:31 2003 From: A.Kral at sh.cvut.cz (Antonin Kral) Date: Sun, 30 Mar 2003 20:13:31 +0200 (CEST) Subject: [rt-users] Verification of crypto signature Message-ID: Hi all, I need to extend RT with verification of signature. Incomming emails are signed with PKCS#7 signatures, which are attached as S/MIME. I am new to RT, so want to ask you, if somebody have such extension. I'v tried to investigate source code of RTv3, but I am not sure, where and how to implement requested feature. In mailgate is quite soon, because I want to append some informations (such as certificate validity etc). Other way is to use scrip on create, but at this time, I don't have original mail, so I am not able to call openssl to check signature. Maybe the only way is to prerform check in mailgate and prepend some informations into mailbody. Thank you very much for any advice, Antonin From andrew at cream.org Sun Mar 30 17:52:20 2003 From: andrew at cream.org (Andrew Boothman) Date: Sun, 30 Mar 2003 23:52:20 +0100 Subject: [rt-users] Automatically Creating New Users Message-ID: <3E877524.2010007@cream.org> Hi! I'm sure the answer to this should be obvious, but I've read the archives, the FAQ and googled and I still can't find the answer, so please help me :) When J. Random User sends email to my support@ mail address which connects to rt-mailgate correctly, I get an email sent to root telling me that, "RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email." The problem is that I can't find where to allow the creation of new users! Please point me in the right direction.... Many thanks! Andrew. From mike at sepia.com Sun Mar 30 18:01:17 2003 From: mike at sepia.com (Mike Schmidt) Date: Sun, 30 Mar 2003 18:01:17 -0500 Subject: [rt-users] Experiences with RT 3.0 and RTFM 2.0 beta Message-ID: <5.2.0.9.0.20030330172321.028bff30@deepspace.sepia.com> I've installed RT3.0 (Release version) with Apache 2 and mod_perl 2.0 on a Red Hat 8 box. RT3.0 seems to work very well, although I had some problems getting it to work. Here is a description of the problems: 1. "[warning]: [Mason] Cannot resolve file to component: /var/www/error/HTTP_FORBIDDEN.html.var (is file outside component root?)" RT3 was installed in /usr/local/rt3, but Apache's home directory is /var/www. When error messages have to be issued, RT can't find the /var/www/error directory because mason says it's not within the scope of ComponentRoot. I solved this by linking the error directory to /usr/local/rt3/share/html/error, and copying the Apache options for that directory into RT's virtual host configuration. Even then, the error pages do appear, but all languages at once, instead of just the current language. 2. "Directory index forbidden by rule: /usr/local/rt3/share/html/" The directory addresses (i.e. urls ending in /), where we expect Apache to go to the index.html file, did not work. No matter what options I set, Apache either gives "directory display not permitted" or it does a directory display, which in neither case is the right thing. I finally solved the problem by putting a redirect into the virtual host config, like this: RedirectMatch permanent (.*)/$ http://myaddress.com$1/index.html I don't know why this happens, but I've seen other mentions of this kind of problem. In any case, the redirect fix works ok. 3. RT's localization works quite well, at least so far. This was one of my reasons for wanting to switch to 3.0. I haven't been able to figure out approvals yet, but that's another feature that looks like a good thing to me. 4. I've integrated the RTFM beta with RT, and there, there are a few problems: - If I go to RTFM from the main menu, the RT menu items disappear, and I'm only in RTFM. This makes it hard to get back to RT. I don't really yet understand fully how to use RTFM, so this may be not a problem. - If I've switched languages, RT is in the expected language, but there seems to be no localization for RTFM, so its messages come out in english (except for the occasional message that's identical to an RT message - those get translated). If anyone has any ideas or comments, please... Mike ________________________________________________________ Mike Schmidt Syst?mes Scientifiques SEPIA/Intello President SEPIA Scientific Systems/Intello Tel: 450-358-2266 100 Richelieu, suite 2000 Fax: 450-358-2267 Saint-Jean-sur-Richelieu e-mail: mike at sepia.com Qu?bec, Canada J3B 6X3 cell: 514-835-9497 http://www.sepia.com http://www.intello.com **************************************************************************** This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. To reply to our email administrator directly, select the following **************************************************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Sun Mar 30 18:09:48 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 30 Mar 2003 18:09:48 -0500 Subject: [rt-users] Experiences with RT 3.0 and RTFM 2.0 beta In-Reply-To: <5.2.0.9.0.20030330172321.028bff30@deepspace.sepia.com> References: <5.2.0.9.0.20030330172321.028bff30@deepspace.sepia.com> Message-ID: <20030330230948.GE4684@fsck.com> On Sun, Mar 30, 2003 at 06:01:17PM -0500, Mike Schmidt wrote: > > 4. I've integrated the RTFM beta with RT, and there, there are a few > problems: > > - If I go to RTFM from the main menu, the RT menu items disappear, and I'm > only in RTFM. This makes it hard to get back to RT. I don't really yet > understand fully how to use RTFM, so this may be not a problem. There should be an "RT" or "RT Home" menu option at the top of RTFM's menu structure. > - If I've switched languages, RT is in the expected language, but there > seems to be no localization for RTFM, so its messages come out in english > (except for the occasional message that's identical to an RT message - > those get translated). RTFM hasn't yet been internationalized > If anyone has any ideas or comments, please... > > Mike > > ________________________________________________________ > Mike Schmidt Syst?mes Scientifiques SEPIA/Intello > President SEPIA Scientific Systems/Intello > Tel: 450-358-2266 100 Richelieu, suite 2000 > Fax: 450-358-2267 Saint-Jean-sur-Richelieu > e-mail: mike at sepia.com Qu?bec, Canada J3B 6X3 > cell: 514-835-9497 > http://www.sepia.com http://www.intello.com > > **************************************************************************** > This email message is for the sole use of the intended recipient(s) > and may contain confidential and privileged information. > Any unauthorized review, use, disclosure or distribution is prohibited. > If you are not the intended recipient, please contact the sender by > reply email and destroy all copies of the original message. > To reply to our email administrator directly, select the following > > **************************************************************************** -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From mike at sepia.com Sun Mar 30 18:25:21 2003 From: mike at sepia.com (Mike Schmidt) Date: Sun, 30 Mar 2003 18:25:21 -0500 Subject: [rt-users] Experiences with RT 3.0 and RTFM 2.0 beta In-Reply-To: <20030330230948.GE4684@fsck.com> References: <5.2.0.9.0.20030330172321.028bff30@deepspace.sepia.com> <5.2.0.9.0.20030330172321.028bff30@deepspace.sepia.com> Message-ID: <5.2.0.9.0.20030330182340.039b1468@deepspace.sepia.com> At 06:09 PM 30/03/2003 -0500, Jesse Vincent wrote: >There should be an "RT" or "RT Home" menu option at the top of RTFM's >menu structure. You're absolutely right. I don't know how I missed that. Thanks. Sorry I mentioned it. Mike ________________________________________________________ Mike Schmidt Syst?mes Scientifiques SEPIA/Intello President SEPIA Scientific Systems/Intello Tel: 450-358-2266 100 Richelieu, suite 2000 Fax: 450-358-2267 Saint-Jean-sur-Richelieu e-mail: mike at sepia.com Qu?bec, Canada J3B 6X3 cell: 514-835-9497 http://www.sepia.com http://www.intello.com **************************************************************************** This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. To reply to our email administrator directly, select the following **************************************************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From david.vrtin at arnes.si Mon Mar 31 01:46:20 2003 From: david.vrtin at arnes.si (David Vrtin) Date: Mon, 31 Mar 2003 08:46:20 +0200 Subject: [rt-users] permissions loophole? In-Reply-To: james's message of Sat, 29 Mar 2003 22:54:33 +0000. <004c01c2f646$2b2517b0$0402010a@computername> References: <004c01c2f646$2b2517b0$0402010a@computername> Message-ID: <20030331064620.CFA6642B46@rzenik.arnes.si> On Sat, 29 Mar 2003 22:54:33 GMT, "James Lucas" wrote: > I have noticed one odd thing with the way it processes mail (although it = > may be my setup but I can't see where), if there is a user on the = > system, e.g. autocreated by opening a ticket, they can reply to any = > other ticket by simply changing the number in the subject of the message = > and this reply will be forwarded onto the ticket requestor. > > This does not seem correct to me as it would allow a spammer to randomly = > guess ticket numbers and then send mail to our customers using rt as the = > relay. I have same problem. We don't want RT to sent mail out of RT, if the transaction is originated via *Email*. I think, we need some patch?? Best regards, David From martin.schapendonk at whitehorses.nl Mon Mar 31 01:58:41 2003 From: martin.schapendonk at whitehorses.nl (Martin Schapendonk) Date: Mon, 31 Mar 2003 07:58:41 +0100 Subject: [rt-users] permissions loophole? In-Reply-To: Message-ID: # > I have noticed one odd thing with the way it processes mail # (although it = # > may be my setup but I can't see where), if there is a user on the = # > system, e.g. autocreated by opening a ticket, they can reply to any = # > other ticket by simply changing the number in the subject of # the message = # > and this reply will be forwarded onto the ticket requestor. # # I have same problem. We don't want RT to sent mail out of RT, if # the transaction # is originated via *Email*. I think you both need to check your permissions. Grant ReplyToTicket to Requestor, not to Everyone. Regards, Martin From gboug at unico.com.au Mon Mar 31 02:05:22 2003 From: gboug at unico.com.au (Greg Boug) Date: Mon, 31 Mar 2003 17:05:22 +1000 Subject: [rt-users] permissions loophole? In-Reply-To: <20030331064620.CFA6642B46@rzenik.arnes.si> Message-ID: <00b601c2f753$e5e74380$9164a8c0@pcgboug> It should be fairly trivial to write a wrapper that ensures that the email has the correct domain... As a first wild hack at a trivial mail filter: #!/usr/bin/perl -w use strict; my @email = ; my $mailsent = 0; foreach (@email) { # We are only checking the header for a From field... last if (/^\n$/); if (/^From/) { my $emailOK = 0; # Insert code to grab and verify the email # address here. If email is OK, set $emailOK # to 1; if ($emailOK) { print foreach (@email); $mailsent = 1; last; # only want to send it once... } } } if (!$mailsent) { # Do whatever you want with evil spam email here... } Then you could put in your aliases file: rt-alias: "|/path/to/check | RT_COMMAND_HERE" Should work without too much trouble... Biggest issue I can see with this method is that it might send a blank email through to RT if no valid email address is found. If RT ignores blank input (hopefully it does... I haven't tried it yet...) then you will be set... Advantage of doing it this way is if you want to have your queues protected on a per-queue basis... In theory, you could also pass it through procmail and get that to do your mail filtering... That would be another way to do it... I'm not sure if procmail rules can be set up for email aliases... You would have to check that out more thoroughly... Would give you a lot more flexibility with what to do with spammers, etc. if you used procmail... Depending on how your email server is setup, it might be more efficient than doing it through RT... HTH Greg > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com] On Behalf Of David Vrtin > Sent: Monday, 31 March 2003 4:46 PM > To: James Lucas > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] permissions loophole? > > > On Sat, 29 Mar 2003 22:54:33 GMT, "James Lucas" wrote: > > > I have noticed one odd thing with the way it processes mail > (although > > it = may be my setup but I can't see where), if there is a > user on the > > = system, e.g. autocreated by opening a ticket, they can > reply to any > > = other ticket by simply changing the number in the subject of the > > message = and this reply will be forwarded onto the ticket > requestor. > > > > This does not seem correct to me as it would allow a spammer to > > randomly = guess ticket numbers and then send mail to our customers > > using rt as the = relay. > > I have same problem. We don't want RT to sent mail out of RT, > if the transaction > is originated via *Email*. > > I think, we need some patch?? > > > Best regards, > David > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 gboug at unico.com.au Mon Mar 31 02:07:02 2003 From: gboug at unico.com.au (Greg Boug) Date: Mon, 31 Mar 2003 17:07:02 +1000 Subject: [rt-users] permissions loophole? In-Reply-To: Message-ID: <00b701c2f754$215afd80$9164a8c0@pcgboug> > I think you both need to check your permissions. > Grant ReplyToTicket to Requestor, not to Everyone. That would do it... ;-) Though you probably meant to grant ReplyToTicket to Owner as well... ;-) Greg From binand at gmx.net Mon Mar 31 01:36:16 2003 From: binand at gmx.net (Binand Sethumadhavan) Date: Mon, 31 Mar 2003 12:06:16 +0530 Subject: [rt-users] RT2 - OnOwnerChange doesn't work for taking, only assigning. In-Reply-To: References: Message-ID: <20030331063616.GB22120@binand.cysphere.com> On Thu, Mar 27, 2003 at 07:17:27AM +0100, Scott A. McIntyre wrote: > What am I missing such that OnOwnerChange (contrib scrip) will only > actually perform a given action when a ticket is assigned from one user > to another, and not when a user "takes" a ticket; either with the cli > or with the web interface? You probably need OnTicketPickup as well. I have: OnOwnerChange OpenTicket with template Blank OnTicketPickup OpenTicket with template Blank I can't remember where I downloaded it from. :( -rw-r--r-- 1 root root 9211 Jan 4 06:49 TicketPickup.tar.gz Binand From mikeska at alcatel.sk Mon Mar 31 03:18:59 2003 From: mikeska at alcatel.sk (Peter Mikeska) Date: Mon, 31 Mar 2003 10:18:59 +0200 Subject: [rt-users] language mess in rt3 Message-ID: <23240392625.20030331101859@alcatel.sk> Hello, rt-users, I have set up rt3 from rt2, after 3 days of fight its done, somehow. but I still cant figure out how to change language in web end. its mixed in english/czech words, how to set it to only english. I have Red Hat 7.3/Perl 5.6.1 , thnx a lot. Miki -- cee ya Peter mailto:mikeska at alcatel.sk From rjansen at vub.ac.be Mon Mar 31 04:35:32 2003 From: rjansen at vub.ac.be (Jansen Robert) Date: Mon, 31 Mar 2003 11:35:32 +0200 Subject: [rt-users] rt-mailgate failing In-Reply-To: <4B5931B2-621D-11D7-9362-000393B2BB20@flothow.de> References: <4B5931B2-621D-11D7-9362-000393B2BB20@flothow.de> Message-ID: At 8:33 PM +0100 3/29/03, Sebastian Flothow wrote: >>405 Method Not Allowed > >This is probably an error from Apache. What's in the Apache error log? > > >Sebastian > >-- >Sebastian Flothow >sebastian at flothow.de >#include > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm Nothing in the Apache error_log, but,..... it pointed me in the right direction. There was still a "filematch" directive in the httpd.conf from an old rt2 series installation. It didn't prevent RT3 to run, but disbled the rt-mailgate. I also had to give Everyone CreateTicket rights in order to rt-mailgate to enable a ticket to be created in the general queue by the mail interface. ( Is this normal ? or should it be changed ? ) Thanks for the pointer. Back to testing. Cheers. -- -------------------------- Brussels University Pleinlaan 2 Computer Center VUB/ULB (VUBnet) Ing. Robert Jansen B-1050 Brussels Belgium (Europe) email: rjansen at vub.ac.be Tel: +32-2-650.36.94 Secr: +32-2-650.37.38 Fax: +32-2-650.37.40 -------------------------- From sc2 at gmx.at Mon Mar 31 04:58:04 2003 From: sc2 at gmx.at (sc2 at gmx.at) Date: Mon, 31 Mar 2003 11:58:04 +0200 Subject: [rt-users] Fastcgi - Timeout References: <4B5931B2-621D-11D7-9362-000393B2BB20@flothow.de> Message-ID: <000701c2f76c$07bf6e70$e492633e@anonymous> Hello a.) Anyone knows how i can correctly the fastcgi timeout ? I have read the docs and do it in the httpd.conf FastCgiConfig -idle-timeout sek -apconnTimeout sek but in the error log from Tracker comes.. >timeout 30 sek ..... The fastcgi maillist is dead...no answers.. thanks From scott at xs4all.net Mon Mar 31 05:09:44 2003 From: scott at xs4all.net (Scott A. McIntyre) Date: Mon, 31 Mar 2003 12:09:44 +0200 Subject: [rt-users] RT2 - OnOwnerChange doesn't work for taking, only assigning. In-Reply-To: <20030331063616.GB22120@binand.cysphere.com> Message-ID: > > You probably need OnTicketPickup as well. I have: > > OnOwnerChange OpenTicket with template Blank > OnTicketPickup OpenTicket with template Blank > > I can't remember where I downloaded it from. :( > > -rw-r--r-- 1 root root 9211 Jan 4 06:49 > TicketPickup.tar.gz > Thanks, I found it at: http://www.fifthvision.net/open/bin/view/RT2/TicketPickup Scott From Shmulik at olivesoftware.com Mon Mar 31 06:38:15 2003 From: Shmulik at olivesoftware.com (Shmulik Gazit) Date: Mon, 31 Mar 2003 13:38:15 +0200 Subject: [rt-users] How to tie RT to Exchange 5.5? Message-ID: <71B89563D3D7D3118D390008C79F359DF4F8C1@OLIVE> Hi, I Want to put the RT machine in the DMZ and have email that get to our exchange 5.5 server as rt at example.com, be rerouted to rt at rt.example.com. If possible I also want RT to use a remote sendmail, than the local one. does anybody have knowledge on how to do this? thanks, /Shmulik. Shmulik Gazit Application Engineer Olive Software LTD. http://www.olivesoftware.com Phone: +972-9-7643525 Direct: +972-9-7643510 Cell: +972-54-483949 Fax: +972-9-7643526 ICQ: 4262850 MSN: shmulikgazit at hotmail.com YahooM: shmulikgazit at yahoo.com AOL: ShmulikGZ From rehan at nha.co.za Mon Mar 31 06:07:28 2003 From: rehan at nha.co.za (Rehan van der Merwe) Date: 31 Mar 2003 13:07:28 +0200 Subject: [rt-users] RT3: Search bug Message-ID: <1049108847.3637.10.camel@localhost.localdomain> Hi Everyone, I get the following error page when trying to do a search in RT3: System error error: Can't locate object method "CountAll" via package "RT::Tickets" (perhaps you forgot to load "RT::Tickets"?) at /opt/rt3/lib/RT/Tickets_Overlay.pm line 1697. context: ... 277: } 278: 279: # All errors returned from this routine will be in exception form. 280: local $SIG{'__DIE__'} = sub { 281: rethrow_exception( $_[0] ); 282: }; 283: 284: # 285: # $m is a dynamically scoped global containing this ... code stack: /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:281 /opt/rt3/lib/RT/Tickets_Overlay.pm:1697 /opt/rt3/share/html/Search/Listing.html:104 /opt/rt3/share/html/autohandler:145 raw error Can't locate object method "CountAll" via package "RT::Tickets" (perhaps you forgot to load "RT::Tickets"?) at /opt/rt3/lib/RT/Tickets_Overlay.pm line 1697. Trace begun at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Exceptions.pm line 123 HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "CountAll" via package "RT::Tickets" (perhaps you forgot to load "RT::Tickets"?) at /opt/rt3/lib/RT/Tickets_Overlay.pm line 1697.^J') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 281 HTML::Mason::Request::__ANON__('Can\'t locate object method "CountAll" via package "RT::Tickets" (perhaps you forgot to load "RT::Tickets"?) at /opt/rt3/lib/RT/Tickets_Overlay.pm line 1697.^J') called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 1697 RT::Tickets::CountAll('RT::Tickets=HASH(0x9161f84)') called at /opt/rt3/share/html/Search/Listing.html line 104 HTML::Mason::Commands::__ANON__('ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9160638)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1045 eval {...}('HTML::Mason::Component::FileBased=HASH(0x9160638)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)', 'HTML::Mason::Component::FileBased=HASH(0x9160638)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 735 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)') called at /opt/rt3/share/html/autohandler line 145 HTML::Mason::Commands::__ANON__('ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x86d9008)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1040 eval {...}('HTML::Mason::Component::FileBased=HASH(0x86d9008)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)', 'HASH(0x90a3188)', 'HTML::Mason::Component::FileBased=HASH(0x86d9008)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 336 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)', 'HASH(0x90a3188)', 'HTML::Mason::Component::FileBased=HASH(0x86d9008)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 336 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)', 'HASH(0x90a3188)', 'HTML::Mason::Component::FileBased=HASH(0x86d9008)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 296 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 134 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 783 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8a59688)', 'Apache=SCALAR(0x8784444)') called at /opt/rt3/bin/webmux.pl line 119 RT::Mason::handler('Apache=SCALAR(0x8784444)') called at /dev/null line 0 eval {...}('Apache=SCALAR(0x8784444)') called at /dev/null line 0 Is this a bug or misconfiguration? Everything else seems to working just fine for me ... Regards, Rehan van der Merwe NHA From BMtshali at Orbicom.com Mon Mar 31 06:29:21 2003 From: BMtshali at Orbicom.com (Bafana Mtshali) Date: Mon, 31 Mar 2003 13:29:21 +0200 Subject: [rt-users] How to tie RT to Exchange 5.5? Message-ID: Hi, I have set up my RT server to receive email from an account in Exchange by using fetchmail through an NT/Exchange account. I used the same username on both RT and NT servers so as to make replying through NT easy. I'm still using a local sendmail though. Regards Bafana Mtshali -----Original Message----- From: Shmulik Gazit [mailto:Shmulik at olivesoftware.com] Sent: 31 March 2003 01:38 To: Rt-Users (E-mail) Subject: [rt-users] How to tie RT to Exchange 5.5? Hi, I Want to put the RT machine in the DMZ and have email that get to our exchange 5.5 server as rt at example.com, be rerouted to rt at rt.example.com. If possible I also want RT to use a remote sendmail, than the local one. does anybody have knowledge on how to do this? thanks, /Shmulik. Shmulik Gazit Application Engineer Olive Software LTD. http://www.olivesoftware.com Phone: +972-9-7643525 Direct: +972-9-7643510 Cell: +972-54-483949 Fax: +972-9-7643526 ICQ: 4262850 MSN: shmulikgazit at hotmail.com YahooM: shmulikgazit at yahoo.com AOL: ShmulikGZ _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm ___________________________________________________________________ Any e-mail message from an Orbicom employee, and all attachments thereto ("the message") may contain confidential information, and is intended for a specific addressee and purpose. All contents in this message remain the intellectual property of Orbicom. If you are not the addressee: a) You may not disclose, copy, distribute or take any action based on the contents thereof; b) Kindly inform the sender immediately and destroy all copies thereof. Any copying, publication or disclosure of this message, or part thereof, in any form whatsoever, without the sender's express written consent, is prohibited. No opinion expressed or implied by the sender necessarily constitutes the opinion of Orbicom. This message does not constitute a guarantee or proof of the facts mentioned therein. From bthauvin at clearchannel.fr Mon Mar 31 07:06:12 2003 From: bthauvin at clearchannel.fr (THAUVIN Blaise (Dir. Informatique)) Date: Mon, 31 Mar 2003 14:06:12 +0200 Subject: [rt-users] language mess in rt3 Message-ID: <870E25EC362DD6118A7400306E1260E2032A30C2@33par_exchange.dauphin-affichage.com> RT uses a translation file to get the actual string translations and the language preference in your browser to "guess" which language to use for your pages. If you want only English, you have two solutions : - set the preferences in your browser to English first (or at least, higher than Czech and any other language RT knows) - suppress the cz.po file in the lib/RT/I18N directory (I've never tried that, but it should work, if it doesn't, empty it) If you ever want Czech language everywhere, you just have to update the translation file which must be missing some translations. This is why you get a mixed interface. Before translating, do a "make regenerate-catalogs" on a fresh installation package. This will extract all strings from the source code and update the translation file. You can then browse through it and translate all lines that are not. When done, you can send the file to the original translator and to Jesse. Blaise -----Message d'origine----- De : Peter Mikeska [mailto:mikeska at alcatel.sk] Envoye : lundi 31 mars 2003 10:19 A : rt-users at lists.fsck.com Objet : [rt-users] language mess in rt3 Hello, rt-users, I have set up rt3 from rt2, after 3 days of fight its done, somehow. but I still cant figure out how to change language in web end. its mixed in english/czech words, how to set it to only english. I have Red Hat 7.3/Perl 5.6.1 , thnx a lot. Miki -- cee ya Peter mailto:mikeska at alcatel.sk _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- An HTML attachment was scrubbed... URL: From Waldemar.Dabrowski at comarch.pl Mon Mar 31 08:23:09 2003 From: Waldemar.Dabrowski at comarch.pl (Waldemar Dabrowski) Date: Mon, 31 Mar 2003 15:23:09 +0200 Subject: [rt-users] Problem with replay from RT Message-ID: <20030331132321.C82EE76318@lily.comarch.pl> I have problem with mail replay. Mail is receive by RT, but don't send autoreplay and correspondence and I don't have any log (rt.log and message). I use RH 8.0 with postfix and RT 2.0.15. Scripts configuration in RT: OnCreate AutoreplyToRequestors with template Autoreply OnCreate NotifyAdminCcs with template AdminTicketCreate OnComment NotifyOwner with template AdminComment OnComment NotifyOtherRecipientsAsComment with template Correspondence OnResolve NotifyAdminCcs with template AdminsResolve OnResolve NotifyRequestorsAndCcs with template Resolved OnTransaction NotifyOwner with template Transaction OnCorrespond NotifyAllWatchers with template Correspondence OnCorrespond NotifyOtherRecipients with template Correspondence You have any idea.???? Thanx Waldi From osimon at picturesafe.de Mon Mar 31 08:48:21 2003 From: osimon at picturesafe.de (Oliver Simon) Date: Mon, 31 Mar 2003 15:48:21 +0200 Subject: [rt-users] Problem / Questions about rt3 <--> Oracle Message-ID: <200303311548.21461.osimon@picturesafe.de> Hi there all rt-users ... We are a german FullServiceProvider an using rt-2.0.15 for some months now, with about 1500 current tickets. And it works great until now ... We began looking at rt-3.0 and I tried some things to import all of our old tickets, and ran into several probs until now ... We would like to use rt3 because of its feature "Approval" and the customizable fields you can use now. - Has anyone maybe an idea for me about importing the data from rt2-db-scheme to rt3-db-scheme ? Next is, we currently are running rt2 / 3 on a dedicated mysql-Server, but would like to port it to an oracle-db. Its running on mysql now, because we ran into many many problems while trying to install it on solaris/oracle (db) and the application on solaris8 / perl5.8.0 / apache1.3-27. Maybe this is the wrong constellation ? We don?t know ... !? - Help ... ! Last but not least ... I was trying to look at the approvals, created a queue "Approvals", but creating a ticket as a user with rights "SuperUser" does not work. I get an Internal Server Error, apache_err tells me the following ... [Mon Mar 31 15:10:28 2003] [error] panic: utf8_length: unaligned end at /usr/lib/perl5/site_perl/5.6.1/Devel/StackTrace.pm line 273. Stack: [/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:281] [/usr/lib/perl5/site_perl/5.6.1/Devel/StackTrace.pm:273] [(eval 1480):146] Thanks in advance ... Sincerely, ...olli From binand at gmx.net Mon Mar 31 17:36:35 2003 From: binand at gmx.net (Binand Sethumadhavan) Date: Mon, 31 Mar 2003 17:36:35 -0500 Subject: [rt-users] How to tie RT to Exchange 5.5? In-Reply-To: References: Message-ID: <20030331223635.GA9724@zeus.cysphere.com> On Mon, Mar 31, 2003 at 01:29:21PM +0200, Bafana Mtshali wrote: > I have set up my RT server to receive email from an account in Exchange by > using fetchmail through an NT/Exchange account. I used the same username on > both RT and NT servers so as to make replying through NT easy. I'm still > using a local sendmail though. My setup is: mx1.mydomain.com is the public access MX for mydomain.com. support.mydomain.com has a separate MX record. It is firewalled to allow SMTP connections only from mx1.mydomain.com (it is in the DMZ). This computer runs RT/Sendmail/Postgres/Apache. itsupport at mydomain.com is forwarded (via Courier aliases) to itsupport at support.mydomain.com. Courier takes care of the rest. Gets rid of fetchmail from the setup ;) I certainly don't see any reason why Exchange cannot replace Courier in the above setup. I have a CanonicalizeAddress routine too, just in case. :) Binand From jesse at bestpractical.com Mon Mar 31 09:20:00 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 31 Mar 2003 09:20:00 -0500 Subject: [rt-users] RT3: Search bug In-Reply-To: <1049108847.3637.10.camel@localhost.localdomain> References: <1049108847.3637.10.camel@localhost.localdomain> Message-ID: <20030331142000.GH4684@fsck.com> ER. This has been covered before. your DBIx::SearchBuilder is out of date. On Mon, Mar 31, 2003 at 01:07:28PM +0200, Rehan van der Merwe wrote: > Hi Everyone, > > I get the following error page when trying to do a search in RT3: > > http://webrt.nha.co.za/Search/Listing.html?Bookmark=FrT%253B%25402%257C%25250%257C%25241%257C1&CompileRestriction=1&OwnerOp=%3D&ValueOfOwner=26&RequestorOp=LIKE&ValueOfRequestor=&SubjectOp=LIKE&ValueOfSubject=&QueueOp=%3D&ValueOfQueue=&PriorityOp=%3C&ValueOfPriority=&DateType=Created&DateOp=%3C&ValueOfDate=&AttachmentField=Content&AttachmentFieldOp=LIKE&ValueOfAttachmentField=&StatusOp=%3D&ValueOfStatus=&RowsPerPage=50&TicketsSortBy=id&TicketsSortOrder=ASC&RefreshSearchInterval=-1&Action=Search> > > System error > > error: > Can't locate object method > "CountAll" via package "RT::Tickets" > (perhaps you forgot to load > "RT::Tickets"?) at > /opt/rt3/lib/RT/Tickets_Overlay.pm > line 1697. > context: > ... > > 277: > } > 278: > > 279: > # All errors > returned from this > routine will be in > exception form. > 280: > local > $SIG{'__DIE__'} = > sub { > 281: > rethrow_exception( > $_[0] ); > 282: > }; > 283: > > 284: > # > 285: > # $m is a > dynamically scoped > global containing > this > ... > > code stack: > /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:281 > /opt/rt3/lib/RT/Tickets_Overlay.pm:1697 > /opt/rt3/share/html/Search/Listing.html:104 > /opt/rt3/share/html/autohandler:145 > > > > raw error > > Can't locate object method "CountAll" via package "RT::Tickets" (perhaps you forgot to load "RT::Tickets"?) at /opt/rt3/lib/RT/Tickets_Overlay.pm line 1697. > > > Trace begun at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Exceptions.pm line 123 > HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "CountAll" via package "RT::Tickets" (perhaps you forgot to load "RT::Tickets"?) at /opt/rt3/lib/RT/Tickets_Overlay.pm line 1697.^J') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 281 > HTML::Mason::Request::__ANON__('Can\'t locate object method "CountAll" via package "RT::Tickets" (perhaps you forgot to load "RT::Tickets"?) at /opt/rt3/lib/RT/Tickets_Overlay.pm line 1697.^J') called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 1697 > RT::Tickets::CountAll('RT::Tickets=HASH(0x9161f84)') called at /opt/rt3/share/html/Search/Listing.html line 104 > HTML::Mason::Commands::__ANON__('ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 133 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9160638)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1045 > eval {...}('HTML::Mason::Component::FileBased=HASH(0x9160638)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1039 > HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)', 'HTML::Mason::Component::FileBased=HASH(0x9160638)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 735 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)') called at /opt/rt3/share/html/autohandler line 145 > HTML::Mason::Commands::__ANON__('ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 133 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x86d9008)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1040 > eval {...}('HTML::Mason::Component::FileBased=HASH(0x86d9008)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1039 > HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)', 'HASH(0x90a3188)', 'HTML::Mason::Component::FileBased=HASH(0x86d9008)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 336 > eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)', 'HASH(0x90a3188)', 'HTML::Mason::Component::FileBased=HASH(0x86d9008)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 336 > eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)', 'HASH(0x90a3188)', 'HTML::Mason::Component::FileBased=HASH(0x86d9008)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 296 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 134 > eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 134 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 783 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8a59688)', 'Apache=SCALAR(0x8784444)') called at /opt/rt3/bin/webmux.pl line 119 > RT::Mason::handler('Apache=SCALAR(0x8784444)') called at /dev/null line 0 > eval {...}('Apache=SCALAR(0x8784444)') called at /dev/null line 0 > > > > > > Is this a bug or misconfiguration? Everything else seems to working just fine for me ... > > Regards, > Rehan van der Merwe > NHA > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Mon Mar 31 09:25:40 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 31 Mar 2003 09:25:40 -0500 Subject: [rt-users] language mess in rt3 In-Reply-To: <870E25EC362DD6118A7400306E1260E2032A30C2@33par_exchange.dauphin-affichage.com> References: <870E25EC362DD6118A7400306E1260E2032A30C2@33par_exchange.dauphin-affichage.com> Message-ID: <20030331142540.GI4684@fsck.com> (I've actually got a new Czech translation which will be in 3.0.1) On Mon, Mar 31, 2003 at 02:06:12PM +0200, THAUVIN Blaise (Dir. Informatique) wrote: > RT uses a translation file to get the actual string translations and the > language preference in your browser to "guess" which language to use for > your pages. > > If you want only English, you have two solutions : > - set the preferences in your browser to English first (or at least, higher > than Czech and any other language RT knows) > - suppress the cz.po file in the lib/RT/I18N directory (I've never tried > that, but it should work, if it doesn't, empty it) > > If you ever want Czech language everywhere, you just have to update the > translation file which must be missing some translations. This is why you > get a mixed interface. > > Before translating, do a "make regenerate-catalogs" on a fresh installation > package. This will extract all strings from the source code and update the > translation file. You can then browse through it and translate all lines > that are not. When done, you can send the file to the original translator > and to Jesse. > > Blaise > > -----Message d'origine----- > De : Peter Mikeska [mailto:mikeska at alcatel.sk] > Envoye : lundi 31 mars 2003 10:19 > A : rt-users at lists.fsck.com > Objet : [rt-users] language mess in rt3 > > > Hello, rt-users, > > I have set up rt3 from rt2, after 3 days of fight its done, somehow. > but I still cant figure out how to change language in web end. its > mixed in english/czech words, how to set it to only english. I have > Red Hat 7.3/Perl 5.6.1 , > thnx a lot. > > Miki > > -- > cee ya > Peter mailto:mikeska at alcatel.sk > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 rehan at nha.co.za Mon Mar 31 09:36:54 2003 From: rehan at nha.co.za (Rehan van der Merwe) Date: 31 Mar 2003 16:36:54 +0200 Subject: [rt-users] RT3: Search bug In-Reply-To: <20030331142000.GH4684@fsck.com> References: <1049108847.3637.10.camel@localhost.localdomain> <20030331142000.GH4684@fsck.com> Message-ID: <1049121414.4363.38.camel@localhost.localdomain> I did "perl -MCPAN -e "install DBIx::SearchBuilder": ... ... Going to read /root/.cpan/sources/modules/03modlist.data.gz Going to write /root/.cpan/Metadata DBIx::SearchBuilder is up to date. My mirror must be out of date (v0.79). I did a manual download of 0.80, but I still get the same error. Rehan On Mon, 2003-03-31 at 16:20, Jesse Vincent wrote: > ER. This has been covered before. your DBIx::SearchBuilder is out of > date. > > > On Mon, Mar 31, 2003 at 01:07:28PM +0200, Rehan van der Merwe wrote: > > Hi Everyone, > > > > I get the following error page when trying to do a search in RT3: > > > > > http://webrt.nha.co.za/Search/Listing.html?Bookmark=FrT%253B%25402%257C%25250%257C%25241%257C1&CompileRestriction=1&OwnerOp=%3D&ValueOfOwner=26&RequestorOp=LIKE&ValueOfRequestor=&SubjectOp=LIKE&ValueOfSubject=&QueueOp=%3D&ValueOfQueue=&PriorityOp=%3C&ValueOfPriority=&DateType=Created&DateOp=%3C&ValueOfDate=&AttachmentField=Content&AttachmentFieldOp=LIKE&ValueOfAttachmentField=&StatusOp=%3D&ValueOfStatus=&RowsPerPage=50&TicketsSortBy=id&TicketsSortOrder=ASC&RefreshSearchInterval=-1&Action=Search> > > > > System error > > > > error: > > Can't locate object method > > "CountAll" via package "RT::Tickets" > > (perhaps you forgot to load > > "RT::Tickets"?) at > > /opt/rt3/lib/RT/Tickets_Overlay.pm > > line 1697. > > context: > > ... > > > > 277: > > } > > 278: > > > > 279: > > # All errors > > returned from this > > routine will be in > > exception form. > > 280: > > local > > $SIG{'__DIE__'} = > > sub { > > 281: > > rethrow_exception( > > $_[0] ); > > 282: > > }; > > 283: > > > > 284: > > # > > 285: > > # $m is a > > dynamically scoped > > global containing > > this > > ... > > > > code stack: > > /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:281 > > /opt/rt3/lib/RT/Tickets_Overlay.pm:1697 > > /opt/rt3/share/html/Search/Listing.html:104 > > /opt/rt3/share/html/autohandler:145 > > > > > > > > raw error > > > > Can't locate object method "CountAll" via package "RT::Tickets" (perhaps you forgot to load "RT::Tickets"?) at /opt/rt3/lib/RT/Tickets_Overlay.pm line 1697. > > > > > > Trace begun at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Exceptions.pm line 123 > > HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "CountAll" via package "RT::Tickets" (perhaps you forgot to load "RT::Tickets"?) at /opt/rt3/lib/RT/Tickets_Overlay.pm line 1697.^J') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 281 > > HTML::Mason::Request::__ANON__('Can\'t locate object method "CountAll" via package "RT::Tickets" (perhaps you forgot to load "RT::Tickets"?) at /opt/rt3/lib/RT/Tickets_Overlay.pm line 1697.^J') called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 1697 > > RT::Tickets::CountAll('RT::Tickets=HASH(0x9161f84)') called at /opt/rt3/share/html/Search/Listing.html line 104 > > HTML::Mason::Commands::__ANON__('ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 133 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9160638)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1045 > > eval {...}('HTML::Mason::Component::FileBased=HASH(0x9160638)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1039 > > HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)', 'HTML::Mason::Component::FileBased=HASH(0x9160638)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 735 > > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)') called at /opt/rt3/share/html/autohandler line 145 > > HTML::Mason::Commands::__ANON__('ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 133 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x86d9008)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1040 > > eval {...}('HTML::Mason::Component::FileBased=HASH(0x86d9008)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1039 > > HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)', 'HASH(0x90a3188)', 'HTML::Mason::Component::FileBased=HASH(0x86d9008)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 336 > > eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)', 'HASH(0x90a3188)', 'HTML::Mason::Component::FileBased=HASH(0x86d9008)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 336 > > eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)', 'HASH(0x90a3188)', 'HTML::Mason::Component::FileBased=HASH(0x86d9008)', 'ValueOfAttachmentField', '', 'CompileRestriction', 1, 'RowsPerPage', 50, 'StatusOp', '=', 'ValueOfPriority', '', 'OwnerOp', '=', 'ValueOfRequestor', 'rehan at nha.co.za', 'SubjectOp', 'LIKE', 'AttachmentFieldOp', 'LIKE', 'ValueOfQueue', '', 'Bookmark', 'FrT%3B%402%7C%250%7C%241%7C4', 'RefreshSearchInterval', -1, 'ValueOfStatus', '', 'ValueOfSubject', '', 'ValueOfDate', '', 'ValueOfOwner', '', 'DateType', 'Created', 'QueueOp', '=', 'RequestorOp', 'LIKE', 'PriorityOp', '<', 'TicketsSortBy', 'id', 'DateOp', '<', 'AttachmentField', 'Content', 'TicketsSortOrder', 'ASC', 'Action', 'Search') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 296 > > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 134 > > eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 134 > > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x90a2f30)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 783 > > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8a59688)', 'Apache=SCALAR(0x8784444)') called at /opt/rt3/bin/webmux.pl line 119 > > RT::Mason::handler('Apache=SCALAR(0x8784444)') called at /dev/null line 0 > > eval {...}('Apache=SCALAR(0x8784444)') called at /dev/null line 0 > > > > > > > > > > > > Is this a bug or misconfiguration? Everything else seems to working just fine for me ... > > > > Regards, > > Rehan van der Merwe > > NHA > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From jesse at bestpractical.com Mon Mar 31 09:41:33 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 31 Mar 2003 09:41:33 -0500 Subject: [rt-users] RT3: Search bug In-Reply-To: <1049121414.4363.38.camel@localhost.localdomain> References: <1049108847.3637.10.camel@localhost.localdomain> <20030331142000.GH4684@fsck.com> <1049121414.4363.38.camel@localhost.localdomain> Message-ID: <20030331144133.GK4684@fsck.com> On Mon, Mar 31, 2003 at 04:36:54PM +0200, Rehan van der Merwe wrote: > I did "perl -MCPAN -e "install DBIx::SearchBuilder": > > ... > ... > Going to read /root/.cpan/sources/modules/03modlist.data.gz > Going to write /root/.cpan/Metadata > DBIx::SearchBuilder is up to date. > > > My mirror must be out of date (v0.79). I did a manual download of 0.80, > but I still get the same error. > > Rehan > > > > > > Can't locate object method "CountAll" via package "RT::Tickets" (perhaps you forgot to load "RT::Tickets"?) at /opt/rt3/lib/RT/Tickets_Overlay.pm line 1697. > > > Perhaps you haven't restarted apache. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From chris at summersault.com Mon Mar 31 10:00:17 2003 From: chris at summersault.com (Chris Hardie) Date: Mon, 31 Mar 2003 10:00:17 -0500 (EST) Subject: [rt-users] Automatically Creating New Users In-Reply-To: <3E877524.2010007@cream.org> References: <3E877524.2010007@cream.org> Message-ID: On Sun, 30 Mar 2003, Andrew Boothman wrote: > Hi! > > I'm sure the answer to this should be obvious, but I've read the > archives, the FAQ and googled and I still can't find the answer, so > please help me :) > > When J. Random User sends email to my support@ mail address which > connects to rt-mailgate correctly, I get an email sent to root telling > me that, "RT could not load a valid user, and RT's configuration does > not allow for the creation of a new user for your email." http://lists.fsck.com/pipermail/rt-users/2003-March/012631.html http://lists.fsck.com/pipermail/rt-users/2003-March/012633.html Chris From neruda at neruda.com Mon Mar 31 10:11:10 2003 From: neruda at neruda.com (Steve Neruda) Date: Mon, 31 Mar 2003 10:11:10 -0500 Subject: [rt-users] Alerting both previous owner and new owner on owner change Message-ID: <3E885A8E.3040704@neruda.com> *This message was transferred with a trial version of CommuniGate(tm) Pro* In RT3 what is the correct way to alert the previous owner his ticket has been stolen/taken and the new owner they now own the ticket? From tbarron at ornl.gov Mon Mar 31 10:48:07 2003 From: tbarron at ornl.gov (Tom Barron) Date: Mon, 31 Mar 2003 10:48:07 -0500 Subject: [rt-users] Is it possible to un-merge tickets? In-Reply-To: <"from autrijus"@autrijus.org> References: <20030327131652.K2199@barron-lt.ccs.ornl.gov> <20030328125001.GB2919@not.autrijus.org> Message-ID: <20030331104807.D1976@barron-lt.ccs.ornl.gov> On Fri, Mar 28, 2003 at 08:50:01PM +0800, Autrijus Tang wrote: > On Thu, Mar 27, 2003 at 01:16:52PM -0500, Tom Barron wrote: > > After looking through the docs (and searching for the string 'merge' > > -- I got one hit, which did not address this issue), I suspect not. > > Does anyone know of a way? Thanks... > > Hand-tweaking the EffectiveId field in the Tickets table? Thank you! This appears to do exactly what I want. Here's the perl subroutine we're using, in case the code is helpful to anyone else: sub rt_unmerge { my ($arg, $symbol, $help, $fname); ($arg) = @_; ($arg eq "help") && return("unmerge a ticket"); $exec = 1; GetOptions("-exec!" => \$exec, "-ticket=s" => \$ticket_id); fatal("usage: rttool unmerge -ticket ") if (!defined($ticket_id)); $mysql = `which mysql`; fatal("mysql is not available on this machine") if ($mysql =~ /no mysql in/); $cmd = "mysql -u $username $dbname -p -e \"update Tickets" . " set EffectiveId = id where id = $ticket_id\""; if ($exec) { print("$cmd\n"); system($cmd); } else { print("would do '$cmd'\n"); } } -- Tom Barron tbarron at ornl.gov Computer Science & Mathematics (865) 576-1620 (voice) Oak Ridge National Laboratory (865) 241-2850 (fax) From khera at kcilink.com Mon Mar 31 11:26:58 2003 From: khera at kcilink.com (Vivek Khera) Date: Mon, 31 Mar 2003 11:26:58 -0500 Subject: [rt-users] Experiences with RT 3.0 and RTFM 2.0 beta In-Reply-To: <20030330230948.GE4684@fsck.com> References: <5.2.0.9.0.20030330172321.028bff30@deepspace.sepia.com> <20030330230948.GE4684@fsck.com> Message-ID: <16008.27730.553453.123404@yertle.int.kciLink.com> >>>>> "JV" == Jesse Vincent writes: JV> There should be an "RT" or "RT Home" menu option at the top of RTFM's JV> menu structure. Is there some reason that RTFM needs to be installed into RT's "local" tree? How then would one alter the RTFM pages for local use? Also, putting the pages there makes them not exist in the document root, and then my speedy cgi config fails to run them since the file doesn't exist and cannot then be handed to mason... -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Vivek Khera, Ph.D. Khera Communications, Inc. Internet: khera at kciLink.com Rockville, MD +1-240-453-8497 AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/ From james at webma.co.uk Mon Mar 31 11:31:11 2003 From: james at webma.co.uk (James Lucas) Date: Mon, 31 Mar 2003 17:31:11 +0100 Subject: [rt-users] permissions loophole? References: Message-ID: <003401c2f7a2$f187d9d0$46f008d9@computername> Hi, Thanks, was my own stupidity I'm afraid, I had the correct settings on the relevent queues but not on the global permissions which I had overlooked, all working correctly now :) James ----- Original Message ----- From: "Martin Schapendonk" To: "RT Users" Sent: Monday, March 31, 2003 7:58 AM Subject: RE: [rt-users] permissions loophole? > # > I have noticed one odd thing with the way it processes mail > # (although it = > # > may be my setup but I can't see where), if there is a user on the = > # > system, e.g. autocreated by opening a ticket, they can reply to any = > # > other ticket by simply changing the number in the subject of > # the message = > # > and this reply will be forwarded onto the ticket requestor. > # > # I have same problem. We don't want RT to sent mail out of RT, if > # the transaction > # is originated via *Email*. > > I think you both need to check your permissions. > Grant ReplyToTicket to Requestor, not to Everyone. > > Regards, > > Martin > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From jesse at bestpractical.com Mon Mar 31 11:55:41 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 31 Mar 2003 11:55:41 -0500 Subject: [rt-users] Experiences with RT 3.0 and RTFM 2.0 beta In-Reply-To: <16008.27730.553453.123404@yertle.int.kciLink.com> References: <5.2.0.9.0.20030330172321.028bff30@deepspace.sepia.com> <20030330230948.GE4684@fsck.com> <16008.27730.553453.123404@yertle.int.kciLink.com> Message-ID: <20030331165541.GN4684@fsck.com> On Mon, Mar 31, 2003 at 11:26:58AM -0500, Vivek Khera wrote: > >>>>> "JV" == Jesse Vincent writes: > > JV> There should be an "RT" or "RT Home" menu option at the top of RTFM's > JV> menu structure. > > Is there some reason that RTFM needs to be installed into RT's "local" > tree? How then would one alter the RTFM pages for local use? Not really. It seemed to make sense from a "code purity" standpoint, but I'm willing to be swayed by rational arguments like yours. > > Also, putting the pages there makes them not exist in the document > root, and then my speedy cgi config fails to run them since the file > doesn't exist and cannot then be handed to mason... Have a look at what I do in the fastcgi handler to handle that. -j > -- > =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= > Vivek Khera, Ph.D. Khera Communications, Inc. > Internet: khera at kciLink.com Rockville, MD +1-240-453-8497 > AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/ > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From khera at kcilink.com Mon Mar 31 12:02:26 2003 From: khera at kcilink.com (Vivek Khera) Date: Mon, 31 Mar 2003 12:02:26 -0500 Subject: [rt-users] Experiences with RT 3.0 and RTFM 2.0 beta In-Reply-To: <20030331165541.GN4684@fsck.com> References: <5.2.0.9.0.20030330172321.028bff30@deepspace.sepia.com> <20030330230948.GE4684@fsck.com> <16008.27730.553453.123404@yertle.int.kciLink.com> <20030331165541.GN4684@fsck.com> Message-ID: <16008.29858.490187.768471@yertle.int.kciLink.com> >>>>> "JV" == Jesse Vincent writes: >> Also, putting the pages there makes them not exist in the document >> root, and then my speedy cgi config fails to run them since the file >> doesn't exist and cannot then be handed to mason... JV> Have a look at what I do in the fastcgi handler to handle that. It's not the handler, it is the apache config.... I can't make apache2 just give all *.html files to a CGI-based handler no matter what I try, so I just redefined the text/html content type handler. Since the file doesn't exist in the doc root, it won't be handed to the custom handler. How do you set up the apache config for fast cgi? I didn't see it anywhere I looked on the web or the docs. From jesse at bestpractical.com Mon Mar 31 12:09:06 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 31 Mar 2003 12:09:06 -0500 Subject: [rt-users] Experiences with RT 3.0 and RTFM 2.0 beta In-Reply-To: <16008.29858.490187.768471@yertle.int.kciLink.com> References: <5.2.0.9.0.20030330172321.028bff30@deepspace.sepia.com> <20030330230948.GE4684@fsck.com> <16008.27730.553453.123404@yertle.int.kciLink.com> <20030331165541.GN4684@fsck.com> <16008.29858.490187.768471@yertle.int.kciLink.com> Message-ID: <20030331170906.GP4684@fsck.com> On Mon, Mar 31, 2003 at 12:02:26PM -0500, Vivek Khera wrote: > >>>>> "JV" == Jesse Vincent writes: > > >> Also, putting the pages there makes them not exist in the document > >> root, and then my speedy cgi config fails to run them since the file > >> doesn't exist and cannot then be handed to mason... > > JV> Have a look at what I do in the fastcgi handler to handle that. > > It's not the handler, it is the apache config.... I can't make apache2 > just give all *.html files to a CGI-based handler no matter what I > try, so I just redefined the text/html content type handler. Since > the file doesn't exist in the doc root, it won't be handed to the > custom handler. That's going to break for things like attachment display within RT. You need to ScriptAlias everything under the rt root to your script. > How do you set up the apache config for fast cgi? I didn't see it > anywhere I looked on the web or the docs. Same as for RT 2.0. it's in fsck.com/rtfm > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jgedeon at qualcomm.com Mon Mar 31 12:22:20 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Mon, 31 Mar 2003 09:22:20 -0800 Subject: [rt-users] Attachments Message-ID: <5.1.0.14.2.20030331091910.0313bae8@unixmail.qualcomm.com> What happens to attachments (in rt 2.0.15) ... where do they go? I was doing some testing and found that MS docs get corrupted (at least the one I tried said that the path was now invalid what ever that means and I couldn't open it.) Should attachments only be text? or can binary ones be handled? Thanks for any info John -- <>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on your own understanding; in all your ways acknowledge him, and he will make your paths straight." From jgedeon at qualcomm.com Mon Mar 31 12:31:03 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Mon, 31 Mar 2003 09:31:03 -0800 Subject: [rt-users] Attachments In-Reply-To: <5.1.0.14.2.20030331091910.0313bae8@unixmail.qualcomm.com> Message-ID: <5.1.0.14.2.20030331092631.00ab7e00@unixmail.qualcomm.com> Go figure I zip the word doc and it uploads and downloads fine. Still would like to know how attachments are handled. John At 09:22 AM 3/31/2003, you wrote: >What happens to attachments (in rt 2.0.15) ... where do they go? I was >doing some testing and found that MS docs get corrupted (at least the one >I tried said that the path was now invalid what ever that means and I >couldn't open it.) Should attachments only be text? or can binary ones be >handled? > >Thanks for any info >John > > >-- ><>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on >your own understanding; > in all your ways acknowledge him, and he > will make your paths straight." > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- <>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on your own understanding; in all your ways acknowledge him, and he will make your paths straight." From CWard at vidyah.com Mon Mar 31 12:23:25 2003 From: CWard at vidyah.com (Ward, Chris) Date: Mon, 31 Mar 2003 09:23:25 -0800 Subject: [rt-users] ticket attachment link not working - path not crea ted Message-ID: <0DE15D4633A6D4119CDF001083FD00FD98129C@KUMAIL> nope its a stock apache config.. I had installed rt 2.0.15 and had the same problem so I commented out the items in httpd.conf and installed rt3 and added the items to the config for it. I had to make and install a couple of the perl dependancies becuase the make check failed during the "sbin/rt-test-dependencies --install" stuff but I didnt note which ones I had to install manually.. is there a couple of the perl dependancies that I should go double check with regard to attachments.. what causes apache to send a request to the /ticket/attachment/x/y/attachment to RT and which item is called in its place? I'm actually getting a 403 error.. the directories are set as: drwxr-sr-x 4 root bin 4096 Mar 24 08:38 Ticket and in the Ticket dir... drwxrwxrwx 3 root bin 4096 Mar 27 17:29 Attachment I chmod'd the Atachment dir to 777 to see if that would help.. I'm running apache as nobody, nobody. I poked around the database and it appears that the attachments made it in there.. any ideas or suggestions? Thanks, Chris. -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Saturday, March 29, 2003 3:27 PM To: Sebastian Flothow Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] ticket attachment link not working - path not created Let me guess. you're using a FileMatch directive in your httpd.conf. Which means that apache doesn't know to hand off that request to RT. On Sat, Mar 29, 2003 at 08:43:48PM +0100, Sebastian Flothow wrote: > >For example I see I should have a > >rt.site.com/Ticket/Attachemnt/9/27/filename.txt file per the link in the > >ticket but when I click on the link I get a forbidden error.. > > Probably something strange in your Apache config, have a look at access > permissions. Is your RT instance a VHost inheriting something from the > global config? > > > >I get the feeling that it should > >be saving the attachment in the database so I'm not sure why I'm > >getting a > >hard file system path in the first place.. > > Yes, attachments are stored in the DB, so you should check directly in > the DB whether they get stored. > The attachment URLs are just made up to look like there was an actual > file, so that browsers will suggest the original file name when > saving/downloading. > > > > Sebastian > > -- > Sebastian Flothow > sebastian at flothow.de > #include > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 les at futuresource.com Mon Mar 31 12:48:07 2003 From: les at futuresource.com (Les Mikesell) Date: Mon, 31 Mar 2003 11:48:07 -0600 Subject: [rt-users] shut down without losing mail? Message-ID: Is there a clean way to stop RT (to upgrade versions for example...) without dropping any inbound email? Does sendmail take some magic return value from a pipe delivery as a temporary failure and retry later? From russj at dimstar.net Mon Mar 31 12:53:09 2003 From: russj at dimstar.net (Russ Johnson) Date: Mon, 31 Mar 2003 09:53:09 -0800 Subject: [rt-users] How to tie RT to Exchange 5.5? In-Reply-To: <71B89563D3D7D3118D390008C79F359DF4F8C1@OLIVE>; from Shmulik@olivesoftware.com on Mon, Mar 31, 2003 at 01:37:53PM +0200 References: <71B89563D3D7D3118D390008C79F359DF4F8C1@OLIVE> Message-ID: <20030331095309.E18938@stargate.dimstar.net> * Shmulik Gazit [2003-03-31 02:39]: > > Hi, > > I Want to put the RT machine in the DMZ and have email that get to our > exchange 5.5 server as rt at example.com, be rerouted to rt at rt.example.com. If > possible I also want RT to use a remote sendmail, than the local one. Well, since (I think) RT doesn't contain it's own smtp routines, you'd have to use some sendmail type program on the rt machine, but that sendmail can be configured to send mail through another machine. As far as RT getting mail from an exchange server, simply tell your exchange server to forward a copy of the mail from the receiving account to your RT account. Be forwarned however, that what we've seen is that Exchange doesn't appear to forward the mail immediately. This wouldn't be a problem, except we've also seen cases where someone will look at the message in exchange, and then exchange never forwards a copy to rt. -- Russ Johnson Dimension 7/Stargate Online http://www.dimstar.net Top post? http://www.caliburn.nl/topposting.html Random thought #5 (Collect all 18) "Freedom is not worth having if it does not include the freedom to make mistakes. It passes my comprehension how human beings, be they ever so experienced and able, can delight in depriving other human beings of that precious right." - Mohandas K. Ghandi From KFerguso at chi.navtech.com Mon Mar 31 13:57:21 2003 From: KFerguso at chi.navtech.com (Ferguson, Kevin) Date: Mon, 31 Mar 2003 12:57:21 -0600 Subject: [rt-users] How to tie RT to Exchange 5.5? Message-ID: <6F532DFDE4E2D6418E739E2494A3696735D990@mailman.chi.navtech.com> > > * Shmulik Gazit [2003-03-31 02:39]: > > > > Hi, > > > > I Want to put the RT machine in the DMZ and have email that > get to our > > exchange 5.5 server as rt at example.com, be rerouted to > rt at rt.example.com. If > > possible I also want RT to use a remote sendmail, than the > local one. > > Well, since (I think) RT doesn't contain it's own smtp > routines, you'd have to use some sendmail type program on the > rt machine, but that sendmail can be configured to send mail > through another machine. > > As far as RT getting mail from an exchange server, simply > tell your exchange server to forward a copy of the mail from > the receiving account to your RT account. > Be forwarned however, that what we've seen is that Exchange > doesn't appear to forward the mail immediately. This wouldn't > be a problem, except we've also seen cases where someone will > look at the message in exchange, and then exchange never > forwards a copy to rt. > > Russ Johnson Our Exchange admin set the inbound address (rt at example.com) as a distribution list with the RT address (rt at rt.example.com) as the only member. The RT local sendmail points to our mail gateway as its smart relay. kevin ferguson From russj at dimstar.net Mon Mar 31 14:10:14 2003 From: russj at dimstar.net ('Russ Johnson') Date: Mon, 31 Mar 2003 11:10:14 -0800 Subject: [rt-users] How to tie RT to Exchange 5.5? In-Reply-To: <6F532DFDE4E2D6418E739E2494A3696735D990@mailman.chi.navtech.com>; from KFerguso@chi.navtech.com on Mon, Mar 31, 2003 at 12:56:59PM -0600 References: <6F532DFDE4E2D6418E739E2494A3696735D990@mailman.chi.navtech.com> Message-ID: <20030331111014.G18938@stargate.dimstar.net> * Ferguson, Kevin [2003-03-31 11:03]: > > As far as RT getting mail from an exchange server, simply > > tell your exchange server to forward a copy of the mail from > > the receiving account to your RT account. > > Be forwarned however, that what we've seen is that Exchange > > doesn't appear to forward the mail immediately. This wouldn't > > be a problem, except we've also seen cases where someone will > > look at the message in exchange, and then exchange never > > forwards a copy to rt. > > Our Exchange admin set the inbound address (rt at example.com) as > a distribution list with the RT address (rt at rt.example.com) as > the only member. The RT local sendmail points to our mail gateway > as its smart relay. Yeah, after checking with our Exchange admin, that's exactly what he did. And YES, it still won't forward a message that's come in, and read in exchange, before the message is forwarded. I suspect the exchange has a subthread that forwards the message, but only forwards unread messages. You can test this by sending a message into exchange, and reading it, in Outlook, as soon as it hits that mailbox. You won't see this behavior unless you have people reading messages in Outlook, as well as Exchange. -- Russ Johnson Dimension 7/Stargate Online http://www.dimstar.net Top post? http://www.caliburn.nl/topposting.html Random thought #5 (Collect all 18) "Freedom is not worth having if it does not include the freedom to make mistakes. It passes my comprehension how human beings, be they ever so experienced and able, can delight in depriving other human beings of that precious right." - Mohandas K. Ghandi From andrew at cream.org Mon Mar 31 14:11:11 2003 From: andrew at cream.org (Andrew Boothman) Date: Mon, 31 Mar 2003 20:11:11 +0100 Subject: [rt-users] Automatically Creating New Users In-Reply-To: References: <3E877524.2010007@cream.org> Message-ID: <3E8892CF.9080600@cream.org> Chris Hardie wrote: >On Sun, 30 Mar 2003, Andrew Boothman wrote: > > > >>Hi! >> >>I'm sure the answer to this should be obvious, but I've read the >>archives, the FAQ and googled and I still can't find the answer, so >>please help me :) >> >>When J. Random User sends email to my support@ mail address which >>connects to rt-mailgate correctly, I get an email sent to root telling >>me that, "RT could not load a valid user, and RT's configuration does >>not allow for the creation of a new user for your email." >> >> > > http://lists.fsck.com/pipermail/rt-users/2003-March/012631.html > http://lists.fsck.com/pipermail/rt-users/2003-March/012633.html > > > Many thanks. This second message correctly resolved my problem. I didn't appricate that adding in extra permissions was needed to get things like this working. Cheers. Andrew From jesse at bestpractical.com Mon Mar 31 14:51:14 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 31 Mar 2003 14:51:14 -0500 Subject: [rt-users] ticket attachment link not working - path not crea ted In-Reply-To: <0DE15D4633A6D4119CDF001083FD00FD98129C@KUMAIL> References: <0DE15D4633A6D4119CDF001083FD00FD98129C@KUMAIL> Message-ID: <20030331195114.GR4684@fsck.com> Can you send rt-users the relevant bits of your httpd.conf? On Mon, Mar 31, 2003 at 09:23:25AM -0800, Ward, Chris wrote: > nope its a stock apache config.. I had installed rt 2.0.15 and had the same > problem so I commented out the items in httpd.conf and installed rt3 and > added the items to the config for it. I had to make and install a couple of > the perl dependancies becuase the make check failed during the > "sbin/rt-test-dependencies --install" stuff but I didnt note which ones I > had to install manually.. is there a couple of the perl dependancies that I > should go double check with regard to attachments.. what causes apache to > send a request to the /ticket/attachment/x/y/attachment to RT and which item > is called in its place? I'm actually getting a 403 error.. the directories > are set as: > > drwxr-sr-x 4 root bin 4096 Mar 24 08:38 Ticket > and in the Ticket dir... > drwxrwxrwx 3 root bin 4096 Mar 27 17:29 Attachment > > I chmod'd the Atachment dir to 777 to see if that would help.. I'm running > apache as nobody, nobody. I poked around the database and it appears that > the attachments made it in there.. any ideas or suggestions? > > Thanks, > Chris. > > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Saturday, March 29, 2003 3:27 PM > To: Sebastian Flothow > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] ticket attachment link not working - path not > created > > > Let me guess. you're using a FileMatch directive in your httpd.conf. > Which means that apache doesn't know to hand off that request to RT. > > > On Sat, Mar 29, 2003 at 08:43:48PM +0100, Sebastian Flothow wrote: > > >For example I see I should have a > > >rt.site.com/Ticket/Attachemnt/9/27/filename.txt file per the link in the > > >ticket but when I click on the link I get a forbidden error.. > > > > Probably something strange in your Apache config, have a look at access > > permissions. Is your RT instance a VHost inheriting something from the > > global config? > > > > > > >I get the feeling that it should > > >be saving the attachment in the database so I'm not sure why I'm > > >getting a > > >hard file system path in the first place.. > > > > Yes, attachments are stored in the DB, so you should check directly in > > the DB whether they get stored. > > The attachment URLs are just made up to look like there was an actual > > file, so that browsers will suggest the original file name when > > saving/downloading. > > > > > > > > Sebastian > > > > -- > > Sebastian Flothow > > sebastian at flothow.de > > #include > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > -- > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From CWard at vidyah.com Mon Mar 31 14:44:34 2003 From: CWard at vidyah.com (Ward, Chris) Date: Mon, 31 Mar 2003 11:44:34 -0800 Subject: [rt-users] ticket attachment link not working - path not crea ted Message-ID: <0DE15D4633A6D4119CDF001083FD00FD9812A3@KUMAIL> Heya, NameVirtualHost 192.168.1.138 DocumentRoot /usr/local/apache/htdocs ServerName tickets.mydom.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Monday, March 31, 2003 11:51 AM To: Ward, Chris Cc: Sebastian Flothow; rt-users at lists.fsck.com Subject: Re: [rt-users] ticket attachment link not working - path not crea ted Can you send rt-users the relevant bits of your httpd.conf? On Mon, Mar 31, 2003 at 09:23:25AM -0800, Ward, Chris wrote: > nope its a stock apache config.. I had installed rt 2.0.15 and had the same > problem so I commented out the items in httpd.conf and installed rt3 and > added the items to the config for it. I had to make and install a couple of > the perl dependancies becuase the make check failed during the > "sbin/rt-test-dependencies --install" stuff but I didnt note which ones I > had to install manually.. is there a couple of the perl dependancies that I > should go double check with regard to attachments.. what causes apache to > send a request to the /ticket/attachment/x/y/attachment to RT and which item > is called in its place? I'm actually getting a 403 error.. the directories > are set as: > > drwxr-sr-x 4 root bin 4096 Mar 24 08:38 Ticket > and in the Ticket dir... > drwxrwxrwx 3 root bin 4096 Mar 27 17:29 Attachment > > I chmod'd the Atachment dir to 777 to see if that would help.. I'm running > apache as nobody, nobody. I poked around the database and it appears that > the attachments made it in there.. any ideas or suggestions? > > Thanks, > Chris. > > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Saturday, March 29, 2003 3:27 PM > To: Sebastian Flothow > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] ticket attachment link not working - path not > created > > > Let me guess. you're using a FileMatch directive in your httpd.conf. > Which means that apache doesn't know to hand off that request to RT. > > > On Sat, Mar 29, 2003 at 08:43:48PM +0100, Sebastian Flothow wrote: > > >For example I see I should have a > > >rt.site.com/Ticket/Attachemnt/9/27/filename.txt file per the link in the > > >ticket but when I click on the link I get a forbidden error.. > > > > Probably something strange in your Apache config, have a look at access > > permissions. Is your RT instance a VHost inheriting something from the > > global config? > > > > > > >I get the feeling that it should > > >be saving the attachment in the database so I'm not sure why I'm > > >getting a > > >hard file system path in the first place.. > > > > Yes, attachments are stored in the DB, so you should check directly in > > the DB whether they get stored. > > The attachment URLs are just made up to look like there was an actual > > file, so that browsers will suggest the original file name when > > saving/downloading. > > > > > > > > Sebastian > > > > -- > > Sebastian Flothow > > sebastian at flothow.de > > #include > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > -- > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From khera at kcilink.com Mon Mar 31 15:52:45 2003 From: khera at kcilink.com (Vivek Khera) Date: Mon, 31 Mar 2003 15:52:45 -0500 Subject: [rt-users] Experiences with RT 3.0 and RTFM 2.0 beta In-Reply-To: <20030331170906.GP4684@fsck.com> References: <5.2.0.9.0.20030330172321.028bff30@deepspace.sepia.com> <20030330230948.GE4684@fsck.com> <16008.27730.553453.123404@yertle.int.kciLink.com> <20030331165541.GN4684@fsck.com> <16008.29858.490187.768471@yertle.int.kciLink.com> <20030331170906.GP4684@fsck.com> Message-ID: <16008.43677.944868.808672@yertle.int.kciLink.com> >>>>> "JV" == Jesse Vincent writes: >> How do you set up the apache config for fast cgi? I didn't see it >> anywhere I looked on the web or the docs. JV> Same as for RT 2.0. it's in fsck.com/rtfm Well, duh. I guess I also expected it in the install docs ;-) Anyhow, revised SpeedyCGI configs. Only change is to the apache conf for the virtual host from my earlier posting: ServerName support.example.com DocumentRoot "/usr/local/rt3/share/html" AddDefaultCharset UTF-8 Alias /NoAuth/images /usr/local/rt3/share/html/NoAuth/images Options +ExecCGI Alias / /usr/local/rt3/bin/mason_handler.scgi/ From jesse at bestpractical.com Mon Mar 31 15:59:53 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 31 Mar 2003 15:59:53 -0500 Subject: [rt-users] Experiences with RT 3.0 and RTFM 2.0 beta In-Reply-To: <16008.43677.944868.808672@yertle.int.kciLink.com> References: <5.2.0.9.0.20030330172321.028bff30@deepspace.sepia.com> <20030330230948.GE4684@fsck.com> <16008.27730.553453.123404@yertle.int.kciLink.com> <20030331165541.GN4684@fsck.com> <16008.29858.490187.768471@yertle.int.kciLink.com> <20030331170906.GP4684@fsck.com> <16008.43677.944868.808672@yertle.int.kciLink.com> Message-ID: <20030331205953.GU4684@fsck.com> On Mon, Mar 31, 2003 at 03:52:45PM -0500, Vivek Khera wrote: > >>>>> "JV" == Jesse Vincent writes: > > >> How do you set up the apache config for fast cgi? I didn't see it > >> anywhere I looked on the web or the docs. > > JV> Same as for RT 2.0. it's in fsck.com/rtfm > > Well, duh. I guess I also expected it in the install docs ;-) There's a reason the manual has a big 'ol "DRAFT" stamp on it. Expect this to get fixed, along with better permissions documentation fairly soon. > Anyhow, revised SpeedyCGI configs. Only change is to the apache conf > for the virtual host from my earlier posting: > > > ServerName support.example.com > DocumentRoot "/usr/local/rt3/share/html" > AddDefaultCharset UTF-8 > > Alias /NoAuth/images /usr/local/rt3/share/html/NoAuth/images > > Options +ExecCGI > > Alias / /usr/local/rt3/bin/mason_handler.scgi/ > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From grberry at shaw.ca Mon Mar 31 16:13:29 2003 From: grberry at shaw.ca (Gary Berry) Date: Mon, 31 Mar 2003 13:13:29 -0800 Subject: [rt-users] RT's Subject Line Message-ID: <00b601c2f7ca$6103f920$0300a8c0@mshome.net> I am writing this is regards to how the Subject line of an email response is generated. The problem has come to light recently since the head office has put spam filters on all our email traffic looking for an email address in the subject line of email's that are being sent through the exchange servers. During ticket creation from an end user, the ticket/queue owner is sent an email stating that so and so has sent in a request and a ticket was created. At the end of the subject line the end user's email address is added to the subject line of the email that is sent out from RT. Also when the requestor reply's to a ticket his/her email address is tacked onto the response that is sent out to the ticket owner. i.e. Subject: [Helpdesk #333](queue name)Transaction(requestor email address) Is there somewhere in RT that I can hack it to remove the requestor's email address from the subject line so that the spam filters don't pick the message up. This problem needs to be overcome as end user's are sending in responses to tickets that are created and the IT group is not receiving them as the response's are being sent to the bit bucket. We are presently using RT 1.0.7 on a Redhat 7.2 setup, using Postfix for the mailer through which sends th e outgoing mail to an exchange server mailbox. We are looking into RT3.0.0, but not quite ready to jump on the band wagon. From bill at daze.net Mon Mar 31 16:31:13 2003 From: bill at daze.net (bill at daze.net) Date: Mon, 31 Mar 2003 13:31:13 -0800 (PST) Subject: [rt-users] Re: Automatically Creating New Users Message-ID: <20030331132912.H8863-100000@droid.daze.net> Hello, We just tooked the leap from RT1.x to RT3 this past weekend. The following issue had me scratching my head as well (it needs to be added to the RT3 manual). Anyway, I'm scratching my head again due to this message (see my question below). >>>When J. Random User sends email to my support@ mail address which >>>connects to rt-mailgate correctly, I get an email sent to root telling >>>me that, "RT could not load a valid user, and RT's configuration does >>>not allow for the creation of a new user for your email." >> >> http://lists.fsck.com/pipermail/rt-users/2003-March/012631.html >> http://lists.fsck.com/pipermail/rt-users/2003-March/012633.html > >This second message correctly resolved my problem. I didn't appricate >that adding in extra permissions was needed to get things like this working. http://lists.fsck.com/pipermail/rt-users/2003-March/012633.html states "It turns out that assigning the privilege "Create Ticket" to the Global System Group "Unprivileged" was all that needed to happen to fix this." However the RT doc at http://fsck.com/rtfm/article.html?id=2#214 states "To allow arbitrary remote users to submit tickets into a given queue by email, grant "Everyone" the rights to "SeeQueue", "CreateTicket", "ReplyToTicket" and "CommentOnTicket" for that queue." Jesse, which one is the proper or recommended way to do this? Thanks! -- "If Verisign is the 'Value of Trust', then trust ain't worth much any more." - me Spam Trap Mail Key: ASK and you shall receive From jesse at bestpractical.com Mon Mar 31 16:38:42 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 31 Mar 2003 16:38:42 -0500 Subject: [rt-users] Re: Automatically Creating New Users In-Reply-To: <20030331132912.H8863-100000@droid.daze.net> References: <20030331132912.H8863-100000@droid.daze.net> Message-ID: <20030331213842.GV4684@fsck.com> New docs on recommeded ACLs are on today's todo list. Of course, there are 25 other items on said list ;) The RT 2.0 recommendations are generally correct. -j On Mon, Mar 31, 2003 at 01:31:13PM -0800, bill at daze.net wrote: > Hello, > > We just tooked the leap from RT1.x to RT3 this past weekend. The > following issue had me scratching my head as well (it needs to be added to > the RT3 manual). Anyway, I'm scratching my head again due to this message > (see my question below). > > >>>When J. Random User sends email to my support@ mail address which > >>>connects to rt-mailgate correctly, I get an email sent to root telling > >>>me that, "RT could not load a valid user, and RT's configuration does > >>>not allow for the creation of a new user for your email." > >> > >> http://lists.fsck.com/pipermail/rt-users/2003-March/012631.html > >> http://lists.fsck.com/pipermail/rt-users/2003-March/012633.html > > > >This second message correctly resolved my problem. I didn't appricate > >that adding in extra permissions was needed to get things like this working. > > http://lists.fsck.com/pipermail/rt-users/2003-March/012633.html states > > "It turns out that assigning the privilege "Create Ticket" to the Global > System Group "Unprivileged" was all that needed to happen to fix this." > > However the RT doc at http://fsck.com/rtfm/article.html?id=2#214 states > > "To allow arbitrary remote users to submit tickets into a given queue by > email, grant "Everyone" the rights to "SeeQueue", "CreateTicket", > "ReplyToTicket" and "CommentOnTicket" for that queue." > > Jesse, which one is the proper or recommended way to do this? > > Thanks! > > -- > "If Verisign is the 'Value of Trust', > then trust ain't worth much any more." - me > > Spam Trap Mail Key: ASK and you shall receive > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Mon Mar 31 17:11:09 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 31 Mar 2003 17:11:09 -0500 Subject: [rt-users] [rt-announce] Upcoming speaking engagements. Message-ID: <20030331221109.GW4684@fsck.com> The 2003 conference season is fast approaching. As of this moment, there are four RT-related talks coming up. I'd be delighted to see you all at any or all of them. Best, Jesse 25-26 April 2003 - Copenhagen, Denmark Scandinavian Perl Workshop http://www.perlworkshop.dk/abstracts/request_tracker.html Jesse will be presenting an overview of and introduction to RT 3.0. (90 minutes) 21 May 2003 - Boston, MA USA Boston Linux and Unix User Group http://www.blu.org/cgi-bin/calendar/2003-may Jesse will be presenting an overview of and introduction to RT 3.0. (2 hours) 25 June 2003 - 15th Annual Computer Security Incident Handling Conference Ottawa, Canada http://www.first.org/conference/2003/ Jesse and John Green from JANET-CERT will present "RT for Incident Response," a custom application built on RT 3.0. This tool helps incident response teams get their jobs done by tracking related Incidents, Incident reports and Investigations, as well as quickly discover related metadata through integrated whois and traceroute tools. (45 minutes) 7 July 2003 - Portland, OR USA O'Reilly Open Source Conference http://conferences.oreillynet.com/cs/os2003/view/e_sess/3872 Jesse and Robert Spier will be presenting an in-depth tutorial on how to customize and extend RT. This tutorial takes you on a roller coaster ride through many of RT's nooks and crannies, showing you how you can extend and embrace it--whatever your needs may be. Everything from "Enterprise Class Trouble Ticketing" (and what that means) down to personal grocery lists will be covered, with side trips into the land of alternate user interfaces and report generation. (3 hours) -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. _______________________________________________ rt-announce mailing list rt-announce at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-announce From jesse at bestpractical.com Mon Mar 31 18:44:57 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 31 Mar 2003 18:44:57 -0500 Subject: [rt-users] Jesse in Europe - 16 April - 15 May Message-ID: <20030331234457.GZ4684@fsck.com> I'll be visiting Europe again this spring. If I'm going to be in your area and folks want to grab dinner or beer, drop me a line. This trip is partially work and partially vacation, though I expect to be online and doing work-related things basically every day. My rough itinerary is as follows. A fair chunk of this is still pretty flexible. ;) 16 April - 19 April: Oxford, England 19 April - 2? April: Paris, France 2? April - 2? April: Porto, Portugal 2? April - 24 April: Barcelona, Spain 24 April - 27 April: Copenhagen, Denmark (At perlworkshop.dk) 27 April - 29 April: Stockholm, Sweden 29 April - 1 May: Upsala, Sweden 2 May - 4 May: Helsinki, Finland 5 May - 8 May: Berlin, Germany 9 May - 12 May: Nuremberg, Germany 12 May - 15 May: Cambridge, England Best, Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From scrosby at jacqueswhitford.com Mon Mar 31 19:37:38 2003 From: scrosby at jacqueswhitford.com (Shawn Crosby) Date: Mon, 31 Mar 2003 20:37:38 -0400 Subject: [rt-users] Customizing RT3 pages... Message-ID: Is there a way to customize and extend the WebUI pages without modifying the distributed pages, similar to the way that you can use the *_Local.pm modules to customize the code? I'd like to make a few changes to the RT3 interface before I upgrade, but I don't want to shoot myself in the foot for future upgrades. What's the best way to manage this? S. From jgedeon at qualcomm.com Mon Mar 31 19:43:55 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Mon, 31 Mar 2003 16:43:55 -0800 Subject: [rt-users] Customizing RT3 Modules In-Reply-To: Message-ID: <5.1.0.14.2.20030331164204.031afc50@unixmail.qualcomm.com> At 04:37 PM 3/31/2003, Shawn Crosby wrote: >Is there a way to customize and extend the WebUI pages without modifying >the distributed pages, similar to the way that you can use the >*_Local.pm modules to customize the code? I'd like to make a few >changes to the RT3 interface before I upgrade, but I don't want to shoot >myself in the foot for future upgrades. What's the best way to manage >this? I know this maybe a silly question but you can make changes to RT3.0 modules by naming them *_Local.pm is this a new feature not found in RT2.0? John -- <>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on your own understanding; in all your ways acknowledge him, and he will make your paths straight." From curtis at telus.net Mon Mar 31 20:21:33 2003 From: curtis at telus.net (Curtis Rempel) Date: 31 Mar 2003 18:21:33 -0700 Subject: [rt-users] RT 3.0 install problem with Apache::Request on RedHat 7.3 Message-ID: <1049160094.25598.56.camel@snoopy.lan> Hi, I'm attempting an install of RT 3.0 on RedHat 7.3 (out of the box configuration with RPMS, no tarballs) [root at vault rt-3-0-0]# rpm -qa | grep apache apache-devel-1.3.23-11 apache-1.3.23-11 [root at vault rt-3-0-0]# rpm -qa | grep perl perl-DB_File-1.75-34.99.6 perl-HTML-Parser-3.26-2 perl-Parse-Yapp-1.05-15 perl-XML-Encoding-1.01-9 perl-XML-Dumper-0.4-12 mod_perl-1.26-5 perl-SGMLSpm-1.03ii-4 perl-5.6.1-34.99.6 perl-CPAN-1.59_54-34.99.6 perl-NDBM_File-1.75-34.99.6 perl-DateManip-5.40-15 perl-HTML-Tagset-3.03-14 perl-libnet-1.0901-17 perl-MIME-Base64-2.12-14 perl-Storable-1.0.14-15 perl-libwww-perl-5.63-9 perl-XML-Grove-0.46alpha-11 perl-libxml-perl-0.07-14 perl-XML-Twig-2.02-9 perl-DBD-MySQL-1.2219-6 perl-CGI-2.752-34.99.6 groff-perl-1.17.2-12 perl-Digest-MD5-2.16-15 perl-libxml-enno-1.02-15 perl-URI-1.17-16 perl-XML-Parser-2.30-15 perl-Crypt-SSLeay-0.35-15 perl-DBI-1.21-1 [root at vault rt-3-0-0]# rpm -qa | grep php php-ldap-4.1.2-7 php-devel-4.1.2-7 asp2php-0.76.2-1 php-4.1.2-7 [root at vault rt-3-0-0]# The only glitch thus far is with Apache::Request which fails its tests for some reason which is not apparent to me. Attached dependency install session follows. I suspect that perhaps my /etc/httpd/conf/httpd.conf needs some adjustments but I can't be sure. I can include parts of it if required to help troubleshoot. Any pointers anybody might have would be greatly appreciated! Thanks, Curtis [root at vault rt-3-0-0]# perl sbin/rt-test-dependencies --with-mysql --with-modperl1 --install I18N-COMPAT dependencies: Text::Iconv ...found Encode::compat 0.04...found MASON dependencies: Params::Validate 0.02...found Cache::Cache ...found Exception::Class ...found HTML::Mason 1.16...found MLDBM ...found Errno ...found FreezeThaw ...found Digest::MD5 ...found CGI::Cookie 1.20...found Storable ...found Apache::Session 1.53...found CLI dependencies: Getopt::Long 2.24...found MYSQL dependencies: DBD::mysql 2.0416...found DEV dependencies: Regexp::Common ...found Time::HiRes ...found Test::Inline ...found WWW::Mechanize ...found MODPERL1 dependencies: CGI ...found Apache::Request ...MISSING Going to read /root/.cpan/Metadata Database was generated on Mon, 31 Mar 2003 11:45:27 GMT Running install for module Apache::Request Running make for J/JI/JIMW/libapreq-1.1.tar.gz CPAN: MD5 security checks disabled because MD5 not installed. Please consider installing the MD5 module. Scanning cache /root/.cpan/build for sizes libapreq-1.1/ libapreq-1.1/c/ libapreq-1.1/c/Makefile.noperl libapreq-1.1/c/apache_cookie.c libapreq-1.1/c/Makefile.PL libapreq-1.1/c/apache_multipart_buffer.c libapreq-1.1/c/apache_request.h libapreq-1.1/c/Makefile.am libapreq-1.1/c/apache_request.c libapreq-1.1/c/apache_cookie.h libapreq-1.1/c/Makefile.in libapreq-1.1/c/apache_multipart_buffer.h libapreq-1.1/t/ libapreq-1.1/t/inherit.t libapreq-1.1/t/request.t libapreq-1.1/t/apreq/ libapreq-1.1/t/apreq/request.t libapreq-1.1/t/apreq/big_input.t libapreq-1.1/t/apreq/cookie.t libapreq-1.1/t/api.pl libapreq-1.1/t/request-param.pl libapreq-1.1/t/response/ libapreq-1.1/t/response/TestApReq/ libapreq-1.1/t/response/TestApReq/cookie.pm libapreq-1.1/t/response/TestApReq/request.pm libapreq-1.1/t/response/TestApReq/big_input.pm libapreq-1.1/t/book.gif libapreq-1.1/t/TEST.win32 libapreq-1.1/t/httpd.conf libapreq-1.1/t/request-inherit.pl libapreq-1.1/t/httpd.conf.win32 libapreq-1.1/t/request-cookie.pl libapreq-1.1/t/cookie.t libapreq-1.1/t/request-upload.pl libapreq-1.1/t/TEST.PL libapreq-1.1/Changes libapreq-1.1/Cookie/ libapreq-1.1/Cookie/Cookie.xs libapreq-1.1/Cookie/Cookie.pm libapreq-1.1/Cookie/Makefile.PL libapreq-1.1/MANIFEST libapreq-1.1/typemap libapreq-1.1/aclocal.m4 libapreq-1.1/patches/ libapreq-1.1/patches/README libapreq-1.1/patches/apache-1.3+apreq.patch libapreq-1.1/eg/ libapreq-1.1/eg/perl/ libapreq-1.1/eg/perl/file_upload.pl libapreq-1.1/eg/perl/cookie.pl libapreq-1.1/eg/c/ libapreq-1.1/eg/c/testapreq/ libapreq-1.1/eg/c/testapreq/Makefile.apxs libapreq-1.1/eg/c/testapreq/mod_testapreq.c libapreq-1.1/eg/c/testapreq/mod_testapreq.module libapreq-1.1/eg/c/testapreq/Makefile.tmpl libapreq-1.1/patch libapreq-1.1/ltmain.sh libapreq-1.1/config.guess libapreq-1.1/Request/ libapreq-1.1/Request/Request.pm libapreq-1.1/Request/Makefile.PL libapreq-1.1/Request/Request.xs libapreq-1.1/configure.in libapreq-1.1/libapreq.pod libapreq-1.1/CREDITS libapreq-1.1/configure libapreq-1.1/acinclude.m4 libapreq-1.1/README libapreq-1.1/LICENSE libapreq-1.1/depcomp libapreq-1.1/lib/ libapreq-1.1/lib/Apache/ libapreq-1.1/lib/Apache/libapreq.pm libapreq-1.1/autom4te-2.53.cache/ libapreq-1.1/autom4te-2.53.cache/traces.0 libapreq-1.1/autom4te-2.53.cache/output.0 libapreq-1.1/autom4te-2.53.cache/requests libapreq-1.1/config.sub libapreq-1.1/missing libapreq-1.1/Makefile.in libapreq-1.1/install-sh libapreq-1.1/mkinstalldirs libapreq-1.1/INSTALL.MacOSX libapreq-1.1/ToDo libapreq-1.1/BUILD.sh libapreq-1.1/Makefile.am libapreq-1.1/INSTALL libapreq-1.1/Makefile.PL Removing previously used /root/.cpan/build/libapreq-1.1 CPAN.pm: Going to build J/JI/JIMW/libapreq-1.1.tar.gz For testing purposes, please give the full path to an httpd with mod_perl enabled. The path defaults to $ENV{APACHE}, if present. [/usr/sbin/httpd] ('!' to skip): Search existing config file for dynamic module dependencies? [y]: Config file [/etc/httpd/conf/httpd.conf]: Adding the following dynamic config lines: LoadModule vhost_alias_module /etc/httpd/modules/mod_vhost_alias.so LoadModule bandwidth_module /etc/httpd/modules/mod_bandwidth.so LoadModule throttle_module /etc/httpd/modules/mod_throttle.so LoadModule env_module /etc/httpd/modules/mod_env.so LoadModule config_log_module /etc/httpd/modules/mod_log_config.so LoadModule agent_log_module /etc/httpd/modules/mod_log_agent.so LoadModule referer_log_module /etc/httpd/modules/mod_log_referer.so LoadModule mime_module /etc/httpd/modules/mod_mime.so LoadModule negotiation_module /etc/httpd/modules/mod_negotiation.so LoadModule status_module /etc/httpd/modules/mod_status.so LoadModule info_module /etc/httpd/modules/mod_info.so LoadModule includes_module /etc/httpd/modules/mod_include.so LoadModule autoindex_module /etc/httpd/modules/mod_autoindex.so LoadModule dir_module /etc/httpd/modules/mod_dir.so LoadModule cgi_module /etc/httpd/modules/mod_cgi.so LoadModule asis_module /etc/httpd/modules/mod_asis.so LoadModule imap_module /etc/httpd/modules/mod_imap.so LoadModule action_module /etc/httpd/modules/mod_actions.so LoadModule userdir_module /etc/httpd/modules/mod_userdir.so LoadModule alias_module /etc/httpd/modules/mod_alias.so LoadModule rewrite_module /etc/httpd/modules/mod_rewrite.so LoadModule access_module /etc/httpd/modules/mod_access.so LoadModule auth_module /etc/httpd/modules/mod_auth.so LoadModule anon_auth_module /etc/httpd/modules/mod_auth_anon.so LoadModule db_auth_module /etc/httpd/modules/mod_auth_db.so LoadModule expires_module /etc/httpd/modules/mod_expires.so LoadModule headers_module /etc/httpd/modules/mod_headers.so LoadModule setenvif_module /etc/httpd/modules/mod_setenvif.so LoadModule perl_module /etc/httpd/modules/libperl.so LoadModule php4_module /etc/httpd/modules/libphp4.so LoadModule dav_module /etc/httpd/modules/libdav.so LoadModule roaming_module /etc/httpd/modules/mod_roaming.so LoadModule ssl_module /etc/httpd/modules/libssl.so LoadModule put_module /etc/httpd/modules/mod_put.so LoadModule python_module /etc/httpd/modules/mod_python.so LoadModule bandwidth_module /usr/lib/apache/mod_bandwidth.so AddModule mod_vhost_alias.c AddModule mod_bandwidth.c AddModule mod_throttle.c AddModule mod_env.c AddModule mod_log_config.c AddModule mod_log_agent.c AddModule mod_log_referer.c AddModule mod_mime.c AddModule mod_negotiation.c AddModule mod_status.c AddModule mod_info.c AddModule mod_include.c AddModule mod_autoindex.c AddModule mod_dir.c AddModule mod_cgi.c AddModule mod_asis.c AddModule mod_imap.c AddModule mod_actions.c AddModule mod_userdir.c AddModule mod_alias.c AddModule mod_rewrite.c AddModule mod_access.c AddModule mod_auth.c AddModule mod_auth_anon.c AddModule mod_auth_db.c AddModule mod_expires.c AddModule mod_headers.c AddModule mod_so.c AddModule mod_setenvif.c AddModule mod_perl.c AddModule mod_dav.c AddModule mod_roaming.c AddModule mod_ssl.c AddModule mod_put.c AddModule mod_python.c User to run tests under [nobody]: Group to run tests under [nobody]: Port to run tests under [8228]: Checking if your kit is complete... Looks good Writing Makefile for libapreq mkdir ../blib mkdir ../blib/arch mkdir ../blib/arch/auto mkdir ../blib/arch/auto/libapreq Warning: -L../blib/arch/auto/libapreq changed to -L/root/.cpan/build/libapreq-1.1/Request/../blib/arch/auto/libapreq Writing Makefile for Apache::Request Warning: -L../blib/arch/auto/libapreq changed to -L/root/.cpan/build/libapreq-1.1/Cookie/../blib/arch/auto/libapreq Writing Makefile for Apache::Cookie Writing Makefile for libapreq cp libapreq.pod blib/lib/libapreq.pod cp lib/Apache/libapreq.pm blib/lib/Apache/libapreq.pm make[1]: Entering directory `/root/.cpan/build/libapreq-1.1/c' gcc -c -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include/modules/perl -I/usr/include/apache -I/usr/include/apache -fno-strict-aliasing -I/usr/local/include -O2 -march=i386 -mcpu=i686 -DVERSION=\"0.10\" -DXS_VERSION=\"0.10\" -fPIC -I/usr/lib/perl5/5.6.1/i386-linux/CORE apache_request.c gcc -c -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include/modules/perl -I/usr/include/apache -I/usr/include/apache -fno-strict-aliasing -I/usr/local/include -O2 -march=i386 -mcpu=i686 -DVERSION=\"0.10\" -DXS_VERSION=\"0.10\" -fPIC -I/usr/lib/perl5/5.6.1/i386-linux/CORE apache_cookie.c gcc -c -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include/modules/perl -I/usr/include/apache -I/usr/include/apache -fno-strict-aliasing -I/usr/local/include -O2 -march=i386 -mcpu=i686 -DVERSION=\"0.10\" -DXS_VERSION=\"0.10\" -fPIC -I/usr/lib/perl5/5.6.1/i386-linux/CORE apache_multipart_buffer.c rm -rf ../blib/arch/auto/libapreq/libapreq.a /usr/bin/ar cr ../blib/arch/auto/libapreq/libapreq.a apache_request.o apache_cookie.o apache_multipart_buffer.o && : ../blib/arch/auto/libapreq/libapreq.a chmod 755 ../blib/arch/auto/libapreq/libapreq.a cp apache_cookie.h ../blib/arch/auto/libapreq/include/apache_cookie.h cp apache_multipart_buffer.h ../blib/arch/auto/libapreq/include/apache_multipart_buffer.h cp apache_request.h ../blib/arch/auto/libapreq/include/apache_request.h make[1]: Leaving directory `/root/.cpan/build/libapreq-1.1/c' make[1]: Entering directory `/root/.cpan/build/libapreq-1.1/Request' cp Request.pm ../blib/lib/Apache/Request.pm /usr/bin/perl -I/usr/lib/perl5/5.6.1/i386-linux -I/usr/lib/perl5/5.6.1 /usr/lib/perl5/5.6.1/ExtUtils/xsubpp -typemap /usr/lib/perl5/5.6.1/ExtUtils/typemap -typemap /usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/typemap Request.xs > Request.xsc && mv Request.xsc Request.c gcc -c -I../c -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include/modules/perl -I/usr/include/apache -I/usr/include/apache -fno-strict-aliasing -I/usr/local/include -O2 -march=i386 -mcpu=i686 -DVERSION=\"1.1\" -DXS_VERSION=\"1.1\" -fPIC -I/usr/lib/perl5/5.6.1/i386-linux/CORE Request.c Running Mkbootstrap for Apache::Request () chmod 644 Request.bs rm -f ../blib/arch/auto/Apache/Request/Request.so LD_RUN_PATH="/root/.cpan/build/libapreq-1.1/Request/../blib/arch/auto/libapreq" gcc -shared -L/usr/local/lib Request.o -o ../blib/arch/auto/Apache/Request/Request.so -L/root/.cpan/build/libapreq-1.1/Request/../blib/arch/auto/libapreq -lapreq chmod 755 ../blib/arch/auto/Apache/Request/Request.so cp Request.bs ../blib/arch/auto/Apache/Request/Request.bs chmod 644 ../blib/arch/auto/Apache/Request/Request.bs Manifying ../blib/man3/Apache::Request.3pm make[1]: Leaving directory `/root/.cpan/build/libapreq-1.1/Request' make[1]: Entering directory `/root/.cpan/build/libapreq-1.1/Cookie' cp Cookie.pm ../blib/lib/Apache/Cookie.pm /usr/bin/perl -I/usr/lib/perl5/5.6.1/i386-linux -I/usr/lib/perl5/5.6.1 /usr/lib/perl5/5.6.1/ExtUtils/xsubpp -typemap /usr/lib/perl5/5.6.1/ExtUtils/typemap -typemap /usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/typemap Cookie.xs > Cookie.xsc && mv Cookie.xsc Cookie.c gcc -c -I../c -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include/modules/perl -I/usr/include/apache -I/usr/include/apache -fno-strict-aliasing -I/usr/local/include -O2 -march=i386 -mcpu=i686 -DVERSION=\"1.1\" -DXS_VERSION=\"1.1\" -fPIC -I/usr/lib/perl5/5.6.1/i386-linux/CORE Cookie.c Running Mkbootstrap for Apache::Cookie () chmod 644 Cookie.bs rm -f ../blib/arch/auto/Apache/Cookie/Cookie.so LD_RUN_PATH="/root/.cpan/build/libapreq-1.1/Cookie/../blib/arch/auto/libapreq" gcc -shared -L/usr/local/lib Cookie.o -o ../blib/arch/auto/Apache/Cookie/Cookie.so -L/root/.cpan/build/libapreq-1.1/Cookie/../blib/arch/auto/libapreq -lapreq chmod 755 ../blib/arch/auto/Apache/Cookie/Cookie.so cp Cookie.bs ../blib/arch/auto/Apache/Cookie/Cookie.bs chmod 644 ../blib/arch/auto/Apache/Cookie/Cookie.bs Manifying ../blib/man3/Apache::Cookie.3pm make[1]: Leaving directory `/root/.cpan/build/libapreq-1.1/Cookie' Manifying blib/man3/libapreq.3pm Manifying blib/man3/Apache::libapreq.3pm /usr/bin/make -- OK Running make test make[1]: Entering directory `/root/.cpan/build/libapreq-1.1/c' make[1]: Leaving directory `/root/.cpan/build/libapreq-1.1/c' make[1]: Entering directory `/root/.cpan/build/libapreq-1.1/Request' make[1]: Leaving directory `/root/.cpan/build/libapreq-1.1/Request' make[1]: Entering directory `/root/.cpan/build/libapreq-1.1/Cookie' make[1]: Leaving directory `/root/.cpan/build/libapreq-1.1/Cookie' t/httpd -f `pwd`/t/httpd.conf [Mon Mar 31 18:30:26 2003] [warn] module bandwidth_module is already loaded, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_vhost_alias.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_bandwidth.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_throttle.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_env.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_log_config.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_log_agent.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_log_referer.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_mime.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_negotiation.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_status.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_info.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_include.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_autoindex.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_dir.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_cgi.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_asis.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_imap.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_actions.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_userdir.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_alias.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_rewrite.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_access.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_auth.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_auth_anon.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_auth_db.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_expires.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_headers.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_so.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_setenvif.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_perl.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_dav.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_roaming.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_ssl.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_put.c is already added, skipping [Mon Mar 31 18:30:26 2003] [warn] module mod_python.c is already added, skipping PERL_DL_NONLAZY=1 PORT=8228 /usr/bin/perl -Iblib/arch -Iblib/lib -I/usr/lib/perl5/5.6.1/i386-linux -I/usr/lib/perl5/5.6.1 -e 'use Test::Harness qw(&runtests $verbose); $verbose=0; runtests @ARGV;' t/*.t t/cookie.....skipped all skipped: no reason given t/inherit....FAILED test 1 Failed 1/1 tests, 0.00% okay t/request....FAILED tests 1-10 Failed 10/10 tests, 0.00% okay Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------------- t/inherit.t 1 1 100.00% 1 t/request.t 10 10 100.00% 1-10 1 test skipped. Failed 2/3 test scripts, 33.33% okay. 11/11 subtests failed, 0.00% okay. make: *** [run_tests] Error 11 /usr/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force Apache::DBI ...found MAILGATE dependencies: HTML::TreeBuilder ...found HTML::FormatText ...found Getopt::Long ...found LWP::UserAgent ...found CORE dependencies: Digest::MD5 ...found DBI 1.18...found Test::Inline ...found Class::ReturnValue 0.40...found DBIx::SearchBuilder 0.80...found Text::Template ...found File::Spec 0.8...found HTML::Entities ...found Net::Domain ...found Log::Dispatch 2.0...found Locale::Maketext ...found Locale::Maketext::Lexicon 0.10...found Locale::Maketext::Fuzzy ...found MIME::Entity 5.108...found Mail::Mailer 1.57...found Net::SMTP ...found Text::Wrapper ...found Time::ParseDate ...found File::Temp ...found Term::ReadKey ...found Text::Autoformat ...found Text::Quoted ...fo