From bruce_campbell at ripe.net Thu May 1 05:39:20 2003 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Thu, 1 May 2003 11:39:20 +0200 (CEST) Subject: [rt-users] Log file timestamps show GMT instead of US/Hawaii (GMT-10). In-Reply-To: Message-ID: On Wed, 30 Apr 2003, Camron W. Fox wrote: > We have recently upgraded from 2.0.13 to 2.0.15. Timestamps are now > appearing in the log files (a good thing), however, even though the timezone > in config.pm is set for US/Hawaii, the rt.log files are showing GMT times. By default, the callback in lib/RT.pm for logging is (InitLogging() ): callbacks => sub {my %p=@_; return "[".gmtime(time)."] [".$p{level}. "]: $p{message}\n"} Which basically returns times in GMT (a good thing). You can change the 'gmtime' in the above to 'localtime' to get log times in your local (system) timezone. > Phone: (808) 934-4102 You missed the '+1' there. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From bruce_campbell at ripe.net Thu May 1 05:48:21 2003 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Thu, 1 May 2003 11:48:21 +0200 (CEST) Subject: [rt-users] reply-to address problem In-Reply-To: <27BB0E94EF28D41193D0009027937C8F0258EA67@MSSTNT1> Message-ID: On Wed, 30 Apr 2003, Ryan Wheaton wrote: > ok. so i got the mail gateway set up and working wonderfully. but now, > whenever I try to reply to a ticket via email, the reply-to address is > wrong. The configuration for the queue also contains the email address. Have a look in the WebUI configuraion and the specific Queue. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From binand at gmx.net Thu May 1 05:49:58 2003 From: binand at gmx.net (Binand Sethumadhavan) Date: Thu, 1 May 2003 05:49:58 -0400 Subject: [rt-users] Quoting previous message In-Reply-To: References: Message-ID: <20030501094958.GA19749@zeus.cysphere.com> On Thu, May 01, 2003 at 09:49:55AM +1000, Stewart James wrote: > Was jsut wondering if anyone knew of a way of quoting the previous (or > even the orignal message) when sending correspondance from the web > interface? Hmm. Which version of RT? It does indeed quote the previous message, or any message, depending on the particular "Reply" link you click on. (Probably you didn't scroll far enough to the right to notice there is a Reply link associated with every correspondence). Binand From Colin.Brett at proquest.co.uk Thu May 1 06:10:30 2003 From: Colin.Brett at proquest.co.uk (Brett, Colin) Date: Thu, 1 May 2003 11:10:30 +0100 Subject: [rt-users] Priorities not changing Message-ID: Hi, First of all, thanks to those guys who responded to my earlier post regarding slow performance when updating calls via the web. I am perservering in the test environment but, when we go live, will be using Perl 5.8. I note Art Morales post from 23rd April, subject: "Priorities not going up?". I to am having the same problem. Priorites on a queue are initially set to 1 and are supposed to increase to 10 over time. The "due date" is 3 days. Are priorities supposed to change automatically over the course of time until they reach their maximum? If so, what's the formula? (Perhaps number of hours / number of steps . In my case 3 days = 72 hours divided by 10 priority levels means a level change every 7.2 hours.) Or, more likely, have I missed something from the documentation? Are priorities supposed to be set manually when the calls are updated by those working on them? Regards, Colin Brett, UNIX/Oracle Administrator. ProQuest Information & Learning Tel: +44 (0)1223 271371 Email: colin.brett at proquest.co.uk "Been There. Done That." From jcrocker at arsenaldigital.com Thu May 1 15:45:35 2003 From: jcrocker at arsenaldigital.com (Jason Crocker) Date: Thu, 1 May 2003 15:45:35 -0400 Subject: [rt-users] Ticket creation Message-ID: Does anyone know which tables are altered when a ticket is created? We are trying to link an existing tool to RT but I need to know what EXACTLY happens behind the scenes when a ticket is created. Anybody else done something similar? Thanks, Jason Crocker -------------- next part -------------- An HTML attachment was scrubbed... URL: From stewart.james at vu.edu.au Thu May 1 18:17:47 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Fri, 2 May 2003 08:17:47 +1000 (EST) Subject: [rt-users] Quoting previous message In-Reply-To: References: Message-ID: Thanks Binand you were right (sorry I accidently deleted your message Binand). That was so obvious, now I will head back to my corner and get on with regretting I didn;t open my own two eyes. Cheers, Stewart On Thu, 1 May 2003, Stewart James wrote: > Date: Thu, 1 May 2003 09:49:55 +1000 (EST) > From: Stewart James > To: rt-users at lists.fsck.com > Subject: [rt-users] Quoting previous message > > > Hi, > > Was jsut wondering if anyone knew of a way of quoting the previous (or > even the orignal message) when sending correspondance from the web > interface? > > Using normal email client when replying is fine, as the emai client > ensures the previous message is included. But you loose this in the web > interface. > > Thanks, > > 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 jgedeon at qualcomm.com Thu May 1 18:33:35 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Thu, 01 May 2003 15:33:35 -0700 Subject: [rt-users] rt.jpg broken Message-ID: <5.1.0.14.2.20030501152927.0321c168@unixmail.qualcomm.com> Hi I was configuring rt and had to restart the webserver. when I did i get the broken img icon instead of the rt.jpg. I am running rt 2.0.15 with apache 1.3.27 and fastcgi. I looked all over the permissions and apache config etc and I don't know where the problem is. spacer.gif still works so I converted the rt.jpg to a gif and that still doesn't show up. i have the line: Alias /NoAuth/images/rt.jpg /opt/rt/rt2/WebRT/html/NoAuth/images/rt.jpg in my configuration. And I know the jpg worked yesterday. I don't know what I changed to break it but any input is welcomed. TIA John -- <>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on your own understanding; in all your ways acknowledge him, and he will make your paths straight." From olly at scatcat.demon.co.uk Thu May 1 19:10:45 2003 From: olly at scatcat.demon.co.uk (Olly Stephens) Date: Fri, 02 May 2003 00:10:45 +0100 Subject: [rt-users] Simon Cozens' statistics package availability Message-ID: <3EB1A975.7040605@scatcat.demon.co.uk> Hi, Does anyone know an alternate location for Simon Cozens' statistics package as this copy: http://users.ox.ac.uk/~simon/stats.tar.gz no longer appears to exist. Thanks in advance, Olly From jgedeon at qualcomm.com Thu May 1 19:25:22 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Thu, 01 May 2003 16:25:22 -0700 Subject: [rt-users] rt.jpg broken In-Reply-To: <5.1.0.14.2.20030501152927.0321c168@unixmail.qualcomm.com> Message-ID: <5.1.0.14.2.20030501162408.032293c8@unixmail.qualcomm.com> I made a copy of the jpg that isnt working and put it in apache's document root and the image displays fine. Is there something I could have done to mason_handler.fcgi to break the images? At 03:33 PM 5/1/2003, John Gedeon wrote: >Hi > > I was configuring rt and had to restart the webserver. when I did i > get the broken img icon instead of the rt.jpg. I am running rt 2.0.15 > with apache 1.3.27 and fastcgi. I looked all over the permissions and > apache config etc and I don't know where the problem is. spacer.gif still > works so I converted the rt.jpg to a gif and that still doesn't show up. > i have the line: > > Alias /NoAuth/images/rt.jpg > /opt/rt/rt2/WebRT/html/NoAuth/images/rt.jpg > > in my configuration. And I know the jpg worked yesterday. I don't > know what I changed to break it but any input is welcomed. > > >TIA >John > > >-- ><>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on >your own understanding; > in all your ways acknowledge him, and he > will make your paths straight." > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- <>< 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 chad at idworld.net Thu May 1 20:06:14 2003 From: chad at idworld.net (Chad Scott) Date: Thu, 1 May 2003 17:06:14 -0700 Subject: [rt-users] Ticket creation In-Reply-To: Message-ID: I haven't surfed the code well enough to tell you exactly what's going on, but I do know it's complicated. A better way would be to write a perl script that uses the various RT libs and creates a ticket that way... no muss no fuss. On Thursday, May 1, 2003, at 12:45 PM, Jason Crocker wrote: > Does anyone know which tables are altered when a ticket is created? We > are trying to link an existing tool to RT but I need to know what > EXACTLY happens behind the scenes when a ticket is created. Anybody > else done something similar? From jaq at spacepants.org Thu May 1 20:15:20 2003 From: jaq at spacepants.org (Jamie Wilkinson) Date: Fri, 2 May 2003 10:15:20 +1000 Subject: [rt-users] Extremely slow response when adding comment or change people In-Reply-To: <3EAE22BC.4070009@astron.hu> References: <3EAA6A5A.6030107@univie.ac.at> <3EAA8A8A.60907@astron.hu> <20030428052908.GO16613@spacepants.org> <3EAE22BC.4070009@astron.hu> Message-ID: <20030502001520.GA15643@spacepants.org> This one time, at band camp, Vajk? P?ter wrote: >Jamie Wilkinson wrote: >>>RT 3.0.2pre3 with postgresql 7.3 is extremely slow at these actions. It >>>starts a select like this: >> >> >>>about 150 tickets. I suspect the WhoHaveRigths sub in Users_Overlay.pm. >>> >>>Any ideas why this is happening? >> >> >>Not sure, but I found a speed problem with the Instance field of the Group >>table, it was a varchar(64) but it was storing integers (or null entries) >>only. >> >>I've modified the table, converting instance to integer like so: > >It did not help very much. What really helped was the upgrade to the >latest SearchBuilder (0.81_04). 0.80 which is required by RT is not able >to cope with Postgres. Yeah, you shuold have tried that in the first place. The integer-instead-of-varchar patch helps speed up a different query after the SearchBuilder upgrade. -- jaq at spacepants.org http://spacepants.org/jaq.gpg From jaq at spacepants.org Thu May 1 20:18:53 2003 From: jaq at spacepants.org (Jamie Wilkinson) Date: Fri, 2 May 2003 10:18:53 +1000 Subject: [rt-users] Priorities not changing In-Reply-To: References: Message-ID: <20030502001853.GB15643@spacepants.org> This one time, at band camp, Brett, Colin wrote: >Are priorities supposed to change automatically over the course of time >until they reach their maximum? No. >Or, more likely, have I missed something from the documentation? Not really documented, but there's bin/rt-crontool, right next to rt-mailgate. Read that file to find out how to use it. -- jaq at spacepants.org http://spacepants.org/jaq.gpg From hwagener at hamburg.fcb.com Fri May 2 06:31:22 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 2 May 2003 12:31:22 +0200 Subject: [rt-users] WWW::Mechanize install failure (RT3 & Red Hat 8.0) In-Reply-To: <878C4F4A3000004DA97043EBF896B0F3737393@server7.ksplastic.com> Message-ID: <38132502-7C89-11D7-BE44-003065DC18B8@hamburg.fcb.com> On Mittwoch, April 30, 2003, at 11:43 Uhr, Tavernier, Clayton wrote: > Yup, sure do.? Is the force install the right way to go then? > > Clayton If You want to be sure that everything works, You should exempt the installation machine from the proxy requirement. If that can't be done, a force install should normally work - but that's on Your own risk, of course! Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From hwagener at hamburg.fcb.com Fri May 2 06:35:43 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 2 May 2003 12:35:43 +0200 Subject: [rt-users] Simon Cozens' statistics package availability In-Reply-To: <3EB1A975.7040605@scatcat.demon.co.uk> Message-ID: On Freitag, Mai 2, 2003, at 01:10 Uhr, Olly Stephens wrote: > Hi, > > Does anyone know an alternate location for Simon Cozens' statistics > package as this copy: > > http://users.ox.ac.uk/~simon/stats.tar.gz http://www.tzi.de/~hollow/stats.tar.gz Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From hwagener at hamburg.fcb.com Fri May 2 07:19:47 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 2 May 2003 13:19:47 +0200 Subject: [rt-users] Caveats when using RedHat 9 for RT3 Message-ID: Hello list, after updating our intranet server, we wanted to put RT3 into productive use over here. The good folks from RedHat seem to have a favour for non-standard packaging of some of the software involved. Here are my observations: - mod_fastcgi is not provided in RPM format, so I proceeded to build my own. I did not manage to compile mod_fastcgi against RedHat's Apache2 version. I resolved this by removing the rpms involved and built my own, so I could build my own mod_fastcgi for apache2. - Some perl modules failed compiling if LANG is set to en_US.UTF-8, which is the new and improved default. Setting LANG=C before compiling helped with Build::Module and Time::HiRes. - RT2 does not run with RH 9's provided perl 5.8.0, because that seems to be missing File::NDBM (and I could not find an rpm that provides it - makes sense, since File::NDBM is part of the base distribution). So make sure to have an environment where You can at least export the tickets before upgrading. All in all it seems RedHat 9 (Personal Edition) is not the best enviroment for RT3. Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From jesse at bestpractical.com Fri May 2 07:45:43 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 2 May 2003 07:45:43 -0400 Subject: [rt-users] DBIx-SearchBuilder 0.81 released Message-ID: <20030502114543.GV4018@fsck.com> This version is exactly the same as 0.81_04. It contains changes to massively improve performance when using postgresql for complex selects. Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From M.J.Hulsman01 at rf.rabobank.nl Fri May 2 07:45:54 2003 From: M.J.Hulsman01 at rf.rabobank.nl (Hulsman, MJ (Mike)) Date: Fri, 2 May 2003 13:45:54 +0200 Subject: [rt-users] RE: [rt-devel] Caveats when using RedHat 9 for RT3 Message-ID: In my RH9 environment it is working. I installed RT3 on RH9 now 2 times, these are non production environments yet. I am running Apache 2.0.40 and mod_perl 1.99, the standard rpm's from RH9. I only installed the needed perl modules with 'perl -MCPAN -e shell' The LANG is set to en_US.UTF-8 Mike Hulsman > -----Oorspronkelijk bericht----- > Van: Harald Wagener [mailto:hwagener at hamburg.fcb.com] > Verzonden: vrijdag 2 mei 2003 12:20 > Aan: rt-users at lists.fsck.com > CC: rt-devel at lists.fsck.com > Onderwerp: [rt-devel] Caveats when using RedHat 9 for RT3 > > > Hello list, > after updating our intranet server, we wanted to put RT3 into > productive use over here. The good folks from RedHat seem to have a > favour for non-standard packaging of some of the software involved. > Here are my observations: > > - mod_fastcgi is not provided in RPM format, so I proceeded to build > my own. I did not manage to compile mod_fastcgi against RedHat's > Apache2 version. I resolved this by removing the rpms involved and > built my own, so I could build my own mod_fastcgi for apache2. > > - Some perl modules failed compiling if LANG is set to en_US.UTF-8, > which is the new and improved default. Setting LANG=C before > compiling > helped with Build::Module and Time::HiRes. > > - RT2 does not run with RH 9's provided perl 5.8.0, because > that seems > to be missing File::NDBM (and I could not find an rpm that > provides it > - makes sense, since File::NDBM is part of the base distribution). So > make sure to have an environment where You can at least export the > tickets before upgrading. > > All in all it seems RedHat 9 (Personal Edition) is not the best > enviroment for RT3. > > Regards, > Harald > > -- > Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg > > _______________________________________________ > rt-devel mailing list > rt-devel at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-devel > > ================================================ De informatie opgenomen in dit bericht kan vertrouwelijk zijn en is uitsluitend bestemd voor de geadresseerde. Indien u dit bericht onterecht ontvangt, wordt u verzocht de inhoud niet te gebruiken en de afzender direct te informeren door het bericht te retourneren. ================================================ The information contained in this message may be confidential and is intended to be exclusively for the addressee. Should you receive this message unintentionally, please do not use the contents herein and notify the sender immediately by return e-mail. From jesse at bestpractical.com Fri May 2 08:00:14 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 2 May 2003 08:00:14 -0400 Subject: [rt-users] Re: [rt-devel] DBIx-SearchBuilder 0.81 released In-Reply-To: <20030502115604.GA50164@moof.catpipe.net> References: <20030502114543.GV4018@fsck.com> <20030502115604.GA50164@moof.catpipe.net> Message-ID: <20030502120014.GB28117@fsck.com> There's really no need to crosspost something like this to both rt-users and rt-devel. Can you tell us _what_ postgres queries it's bogging down on. Have you done a vacuum and analyze since you did your RT2 import? If not, the query optimizer won't have any idea what's going on and you'll get extremely slow performance. -j On Fri, May 02, 2003 at 01:56:04PM +0200, Phil Regnauld wrote: > Jesse Vincent (jesse) writes: > > This version is exactly the same as 0.81_04. It contains changes to > > massively improve performance when using postgresql for complex selects. > > Hi Jesse, > > I'm testing here 3.0.2pre4 with 0.81_04, and I'm observing _very_ > long query times and heavy CPU usage from PgSQL. It's a 7.3.2 PgSQL > running on a 550 MHz PIII, with FastCGI. > > When I mean heavy, something like 8-10 seconds with PgSQL at 50-60% > CPU to be able to reply to a ticket (albeit one from a dataset migrated > from RT2) via the web interface. > > Phil > > -- > _ _ |_ | regnauld at catpipe.net catpipe Systems ApS | > (_(_||_ | *BSD solutions, consulting, development | > | Tlf.: +45 7021 0050 http://www.catpipe.net/ | -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Fri May 2 08:41:37 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 2 May 2003 08:41:37 -0400 Subject: [rt-users] RT-3.0.0 - Rights In-Reply-To: <3EA9135B.40208@unit.liu.se> References: <3EA9135B.40208@unit.liu.se> Message-ID: <20030502124137.GF28117@fsck.com> Organization gets used by sites to categorize their users. it's a simple code change to User_Overlay.pm to define what things a user can change if they have 'modifyself'. On Fri, Apr 25, 2003 at 12:52:11PM +0200, Jonas Lincoln wrote: > Why can't a normal user change his organization? I've given staff users > the right "Modify Self". Have I missed some right? > > /Jonas > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Fri May 2 08:42:20 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 2 May 2003 08:42:20 -0400 Subject: [rt-users] Permissions In-Reply-To: <003e01c30b28$597bd170$1401a8c0@genocide> References: <003e01c30b28$597bd170$1401a8c0@genocide> Message-ID: <20030502124220.GG28117@fsck.com> ModifyTicket. On Fri, Apr 25, 2003 at 02:43:57PM +0200, Chris Knipe wrote: > Lo all, > > What permissions is needed on RT3 to allow a "take ticket" ? > > I have a group specified on a queue, and I gave the group the following > permissions: > CreateTicket > OwnTicket > SeeQueue > ShowTicket > > > Then, I have assigned the "owner role" the following rights on the same > queue > CommentOnTicket > OwnTicket > ReplyToTicket > SeeQueue > ShowTicket > ShowTicketComments > > From what I can see, the setup works like I want to. When a user of the > first mentioned group logs in, the only thing he can do to a new ticket, is > to "take" it. Hence, the users in the group are required to own the ticket > before they can work on the ticket. However, when the user in the group > tries to take the ticket, RT responds with a permission denied error... > Hence this email, what other permissions are required to allow a > authenticated user to take a ticket? > > > -- > me > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Fri May 2 08:43:02 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 2 May 2003 08:43:02 -0400 Subject: [rt-users] CVS integration In-Reply-To: <200304251615.26997.cdevienne@alphacent.com> References: <200304251508.52161.cdevienne@alphacent.com> <20030425134243.GA4018@fsck.com> <200304251615.26997.cdevienne@alphacent.com> Message-ID: <20030502124302.GH28117@fsck.com> > Le Vendredi 25 Avril 2003 15:42, Jesse Vincent a ?crit : > > > Is there any script to integrate CVS and RT 3.x ? > > > How difficult would it be to implement, especialy on the 'rt side' ? > > > > Probably an afternoon's work to port the RT2 tool to RT3. I haven't had > > that afternoon yet :/ > > > > Thanks for your fast answer. > > Do you have any idea when you'll have time for that ? > Not that I'm needing it fast don't worry, it's just to know.. When a customer needs it. As I've basically abandoned cvs, I don't have a whole lot of personal need. -j -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From kfh at mqsoftware.com Fri May 2 08:49:14 2003 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Fri, 2 May 2003 07:49:14 -0500 Subject: [rt-users] CVS integration Message-ID: What does this CVS RT2 tool do? We use CVS heavily (it's a love/hate thing!), so I'd be interested in knowing more....... Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Friday, May 02, 2003 7:43 AM > To: Christophe de VIENNE > Cc: rt-users at fsck.com > Subject: Re: [rt-users] CVS integration > > > > Le Vendredi 25 Avril 2003 15:42, Jesse Vincent a ?crit : > > > > Is there any script to integrate CVS and RT 3.x ? > > > > How difficult would it be to implement, especialy on the 'rt side' ? > > > > > > Probably an afternoon's work to port the RT2 tool to RT3. I haven't > had > > > that afternoon yet :/ > > > > > > > Thanks for your fast answer. > > > > Do you have any idea when you'll have time for that ? > > Not that I'm needing it fast don't worry, it's just to know.. > > When a customer needs it. As I've basically abandoned cvs, I don't have > a whole lot of personal need. > > -j > > -- > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From jesse at bestpractical.com Fri May 2 10:01:46 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 2 May 2003 10:01:46 -0400 Subject: [rt-users] FASTCGI Problems. In-Reply-To: References: Message-ID: <20030502140146.GP28117@fsck.com> Was a bug in 3.0.1. fixed in the 3.0.2 prereleases. On Wed, Apr 30, 2003 at 11:18:03AM +0200, Harald Wagener wrote: > > On Mittwoch, April 30, 2003, at 02:09 Uhr, Camron W. Fox wrote: > > >Alle, > > > > I've just installed 3.0.1 (fastcgi) alongside 2.0.15 (mod_perl1). > > I've > >added the following lines to httpd.conf, but receive these errors in > >the > >Apache error_log > [snip] > > >error_log: > > > >Insecure dependency in require while running setgid at > >/usr/local/rt3/lib/RT/I18N.pm line 82. > >Compilation failed in require at /usr/local/rt3/bin/mason_handler.fcgi > >line > >28. > >[Tue Apr 29 13:55:43 2003] [warn] FastCGI: server > >"/usr/local/rt3/bin/mason_handler.fcgi" (pid 18635) terminated by > >calling > >exit with status '255' > >[Tue Apr 29 13:55:43 2003] [warn] FastCGI: server > >"/usr/local/rt3/bin/mason_handler.fcgi" has failed to remain running > >for 30 > >seconds given 3 attempts, its restart interval has been backed off to > >600 > >seconds > > > > I fixed this by removing the s-bit from the mason_handler.fcgi file. > Seems to work for me, but my RT3 instance is not running in a > production environment, and it directly contradicts the documentation > of how to run RT with FastCGI. > > Maybe someone with detailed knowledge of the subject could comment? > > Regards, > Harald Wagener > > -- > Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Fri May 2 10:10:12 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 2 May 2003 10:10:12 -0400 Subject: [rt-users] [rt-announce] RT2 to RT3 1.11 Message-ID: <20030502141012.GQ28117@fsck.com> This version fixes a username encoding issue that could halt imports and a problem with the directory counter that could put tickets in the wrong place in the import directory. -- 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 hwagener at hamburg.fcb.com Fri May 2 10:34:23 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 2 May 2003 16:34:23 +0200 Subject: [rt-users] rt-3.0.2pre4: unknown mailer error/Undefined subroutine &RT::Interface::Email::Gateway Message-ID: <2B1C37F8-7CAB-11D7-BE44-003065DC18B8@hamburg.fcb.com> Hello list, sorry to pester You all again, but here is a problem that I seem to have resolved some time ago but comes up again now that I installed rt3.0.2pre4 on RH9: I can't create tickets via mail. sendmail logs the following error: May 2 16:14:59 intranet sendmail[5800]: h42EEwqV005799: to="|/opt/rt3/bin/rt-mailgate --queue edv-hh --action correspond --url http://rt.hamburg.fcb.com/", ctladdr= (8/0), delay=00:00:01, xdelay=00:00:01, mailer=prog, pri=30589, dsn=5.3.0, stat=unknown mailer error 255 And I get the error [1] by mail. My system is configured with ./configure --with-web-user=apache --with-web-group=apache --with-libs-owner=root --with-libs-group=rt --with-bin-owner=root Any insightful hints before I turn my back on apache2 and return to the trusted 1.3.x ? Regards, Harald [1] error: Undefined subroutine &RT::Interface::Email::Gateway called at /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 32. 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 /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:32 /opt/rt3/share/html/autohandler:59 Undefined subroutine &RT::Interface::Email::Gateway called at /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 32. Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 121 HTML::Mason::Exceptions::rethrow_exception('Undefined subroutine &RT::Interface::Email::Gateway called at /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 32.^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 281 HTML::Mason::Request::__ANON__('Undefined subroutine &RT::Interface::Email::Gateway called at /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 32.^J') called at /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 32 HTML::Mason::Commands::__ANON__('message', 'From root at proxy.hamburg.fcb.com Fri May 2 15:28:21 2003^JReceived: from intranet.hamburg.fcb.com (intranet [127.0.0.1])^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8) with ESMTP id h42DSL2S004443^J^Ifor ; Fri, 2 May 2003 15:28:21 +0200^JReceived: (from root at localhost)^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8/Submit) id h42DSLmA004441^J^Ifor edv; Fri, 2 May 2003 15:28:21 +0200^JDate: Fri, 2 May 2003 15:28:21 +0200^JFrom: root ^JMessage-Id: <200305021328.h42DSLmA004441 at intranet.hamburg.fcb.com>^JTo: edv at proxy.hamburg.fcb.com^JSubject: Test^J^Jzweiter Test^J', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'edv-hh', 'message', 'From root at proxy.hamburg.fcb.com Fri May 2 15:28:21 2003^JReceived: from intranet.hamburg.fcb.com (intranet [127.0.0.1])^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8) with ESMTP id h42DSL2S004443^J^Ifor ; Fri, 2 May 2003 15:28:21 +0200^JReceived: (from root at localhost)^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8/Submit) id h42DSLmA004441^J^Ifor edv; Fri, 2 May 2003 15:28:21 +0200^JDate: Fri, 2 May 2003 15:28:21 +0200^JFrom: root ^JMessage-Id: <200305021328.h42DSLmA004441 at intranet.hamburg.fcb.com>^JTo: edv at proxy.hamburg.fcb.com^JSubject: Test^J^Jzweiter Test^J', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'edv-hh') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x93 afdc4)', 'message', 'From root at proxy.hamburg.fcb.com Fri May 2 15:28:21 2003^JReceived: from intranet.hamburg.fcb.com (intranet [127.0.0.1])^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8) with ESMTP id h42DSL2S004443^J^Ifor ; Fri, 2 May 2003 15:28:21 +0200^JReceived: (from root at localhost)^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8/Submit) id h42DSLmA004441^J^Ifor edv; Fri, 2 May 2003 15:28:21 +0200^JDate: Fri, 2 May 2003 15:28:21 +0200^JFrom: root ^JMessage-Id: <200305021328.h42DSLmA004441 at intranet.hamburg.fcb.com>^JTo: edv at proxy.hamburg.fcb.com^JSubject: Test^J^Jzweiter Test^J', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'edv-hh', 'message', 'From root at proxy.hamburg.fcb.com Fri May 2 15:28:21 2003^JReceived: from intranet.hamburg.fcb.com (intranet [127.0.0.1])^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8) with! ESMTP id h42DSL2S004443^J^Ifor ; Fri, 2 May 2003 15:28:21 +0200^JReceived: (from root at localhost)^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8/Submit) id h42DSLmA004441^J^Ifor edv; Fri, 2 May 2003 15:28:21 +0200^JDate: Fri, 2 May 2003 15:28:21 +0200^JFrom: root ^JMessage-Id: <200305021328.h42DSLmA004441 at intranet.hamburg.fcb.com>^JTo: edv at proxy.hamburg.fcb.com^JSubject: Test^J^Jzweiter Test^J', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'edv-hh') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1045 eval {...}('HTML::Mason::Component::FileBased=HASH(0x93afdc4)', 'message', 'From root at proxy.hamburg.fcb.com Fri May 2 15:28:21 2003^JReceived: from intranet.hamburg.fcb.com (intranet [127.0.0.1])^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8) with ESMTP id h42DSL2S004443^J^Ifor ; Fri, 2 May 2003 15:28:21 +0200^JReceived: (from root at localhost)^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8/Submit) id h42DSLmA004441^J^Ifor edv; Fri, 2 May 2003 15:28:21 +0200^JDate: Fri, 2 May 2003 15:28:21 +0200^JFrom: root ^JMessage-Id: <200305021328.h42DSLmA004441 at intranet.hamburg.fcb.com>^JTo: edv at proxy.hamburg.fcb.com^JSubject: Test^J^Jzweiter Test^J', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'edv-hh', 'message', 'From root at proxy.hamburg.fcb.com Fri May 2 15:28:21 2003^JReceived: from intranet.hamburg.fcb.com (intranet [127.0.0.1])^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8) with ESMTP id h42DSL2! S004443^J^Ifor ; Fri, 2 May 2003 15:28:21 +0200^JReceived: (from root at localhost)^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8/Submit) id h42DSLmA004441^J^Ifor edv; Fri, 2 May 2003 15:28:21 +0200^JDate: Fri, 2 May 2003 15:28:21 +0200^JFrom: root ^JMessage-Id: <200305021328.h42DSLmA004441 at intranet.hamburg.fcb.com>^JTo: edv at proxy.hamburg.fcb.com^JSubject: Test^J^Jzweiter Test^J', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'edv-hh') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::CGI=HASH(0x8e17f38)', 'HTML::Mason::Component::FileBased=HASH(0x93afdc4)', 'message', 'From root at proxy.hamburg.fcb.com Fri May 2 15:28:21 2003^JReceived: from intranet.hamburg.fcb.com (intranet [127.0.0.1])^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8) with ESMTP id h42DSL2S004443^J^Ifor ; Fri, 2 May 2003 15:28:21 +0200^JReceived: (from root at localhost)^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8/Submit) id h42DSLmA004441^J^Ifor edv; Fri, 2 May 2003 15:28:21 +0200^JDate: Fri, 2 May 2003 15:28:21 +0200^JFrom: root ^JMessage-Id: <200305021328.h42DSLmA004441 at intranet.hamburg.fcb.com>^JTo: edv at proxy.hamburg.fcb.com^JSubject: Test^J^Jzweiter Test^J', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'edv-hh', 'message', 'From root at proxy.hamburg.fcb.com Fri May 2 15:28:21 2003^JReceived: from intranet.hamburg.fcb.com (intranet [127.0.0.1])^J^Iby i! ntranet.hamburg.fcb.com (8.12.8/8.12.8) with ESMTP id h42DSL2S004443^J^Ifor ; Fri, 2 May 2003 15:28:21 +0200^JReceived: (from root at localhost)^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8/Submit) id h42DSLmA004441^J^Ifor edv; Fri, 2 May 2003 15:28:21 +0200^JDate: Fri, 2 May 2003 15:28:21 +0200^JFrom: root ^JMessage-Id: <200305021328.h42DSLmA004441 at intranet.hamburg.fcb.com>^JTo: edv at proxy.hamburg.fcb.com^JSubject: Test^J^Jzweiter Test^J', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'edv-hh') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 735 HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0x8e17f3 8)', 'message', 'From root at proxy.hamburg.fcb.com Fri May 2 15:28:21 2003^JReceived: from intranet.hamburg.fcb.com (intranet [127.0.0.1])^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8) with ESMTP id h42DSL2S004443^J^Ifor ; Fri, 2 May 2003 15:28:21 +0200^JReceived: (from root at localhost)^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8/Submit) id h42DSLmA004441^J^Ifor edv; Fri, 2 May 2003 15:28:21 +0200^JDate: Fri, 2 May 2003 15:28:21 +0200^JFrom: root ^JMessage-Id: <200305021328.h42DSLmA004441 at intranet.hamburg.fcb.com>^JTo: edv at proxy.hamburg.fcb.com^JSubject: Test^J^Jzweiter Test^J', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'edv-hh') called at /opt/rt3/share/html/autohandler line 59 HTML::Mason::Commands::__ANON__('message', 'From root at proxy.hamburg.fcb.com Fri May 2 15:28:21 2003^JReceived: from intranet.hamburg.fcb.com (intranet [127.0.0.1])^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8) with ESMTP id h42DSL2S004443^J^Ifor ; Fri, 2 May 2003 15:28:21 +0200^JReceived: (from root at localhost)^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8/Submit) id h42DSLmA004441^J^Ifor edv; Fri, 2 May 2003 15:28:21 +0200^JDate: Fri, 2 May 2003 15:28:21 +0200^JFrom: root ^JMessage-Id: <200305021328.h42DSLmA004441 at intranet.hamburg.fcb.com>^JTo: edv at proxy.hamburg.fcb.com^JSubject: Test^J^Jzweiter Test^J', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'edv-hh') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8c 40754)', 'message', 'From root at proxy.hamburg.fcb.com Fri May 2 15:28:21 2003^JReceived: from intranet.hamburg.fcb.com (intranet [127.0.0.1])^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8) with ESMTP id h42DSL2S004443^J^Ifor ; Fri, 2 May 2003 15:28:21 +0200^JReceived: (from root at localhost)^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8/Submit) id h42DSLmA004441^J^Ifor edv; Fri, 2 May 2003 15:28:21 +0200^JDate: Fri, 2 May 2003 15:28:21 +0200^JFrom: root ^JMessage-Id: <200305021328.h42DSLmA004441 at intranet.hamburg.fcb.com>^JTo: edv at proxy.hamburg.fcb.com^JSubject: Test^J^Jzweiter Test^J', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'edv-hh') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1045 eval {...}('HTML::Mason::Component::FileBased=HASH(0x8c40754)', 'message', 'From root at proxy.hamburg.fcb.com Fri May 2 15:28:21 2003^JReceived: from intranet.hamburg.fcb.com (intranet [127.0.0.1])^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8) with ESMTP id h42DSL2S004443^J^Ifor ; Fri, 2 May 2003 15:28:21 +0200^JReceived: (from root at localhost)^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8/Submit) id h42DSLmA004441^J^Ifor edv; Fri, 2 May 2003 15:28:21 +0200^JDate: Fri, 2 May 2003 15:28:21 +0200^JFrom: root ^JMessage-Id: <200305021328.h42DSLmA004441 at intranet.hamburg.fcb.com>^JTo: edv at proxy.hamburg.fcb.com^JSubject: Test^J^Jzweiter Test^J', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'edv-hh') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::CGI=HASH(0x8e17f38)', 'HASH(0x965d510)', 'HTML::Mason::Component::FileBased=HASH(0x8c40754)', 'message', 'From root at proxy.hamburg.fcb.com Fri May 2 15:28:21 2003^JReceived: from intranet.hamburg.fcb.com (intranet [127.0.0.1])^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8) with ESMTP id h42DSL2S004443^J^Ifor ; Fri, 2 May 2003 15:28:21 +0200^JReceived: (from root at localhost)^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8/Submit) id h42DSLmA004441^J^Ifor edv; Fri, 2 May 2003 15:28:21 +0200^JDate: Fri, 2 May 2003 15:28:21 +0200^JFrom: root ^JMessage-Id: <200305021328.h42DSLmA004441 at intranet.hamburg.fcb.com>^JTo: edv at proxy.hamburg.fcb.com^JSubject: Test^J^Jzweiter Test^J', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'edv-hh') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 eval {...}('HTML::Mason::Request::CGI=HASH(0x8e17f38)', 'HASH(0x965d510)', 'HTML::Mason::Component::FileBased=HASH(0x8c40754)', 'message', 'From root at proxy.hamburg.fcb.com Fri May 2 15:28:21 2003^JReceived: from intranet.hamburg.fcb.com (intranet [127.0.0.1])^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8) with ESMTP id h42DSL2S004443^J^Ifor ; Fri, 2 May 2003 15:28:21 +0200^JReceived: (from root at localhost)^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8/Submit) id h42DSLmA004441^J^Ifor edv; Fri, 2 May 2003 15:28:21 +0200^JDate: Fri, 2 May 2003 15:28:21 +0200^JFrom: root ^JMessage-Id: <200305021328.h42DSLmA004441 at intranet.hamburg.fcb.com>^JTo: edv at proxy.hamburg.fcb.com^JSubject: Test^J^Jzweiter Test^J', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'edv-hh') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 eval {...}('HTML::Mason::Request::CGI=HASH(0x8e17f38)', 'HASH(0x965d510)', 'HTML::Mason::Component::FileBased=HASH(0x8c40754)', 'message', 'From root at proxy.hamburg.fcb.com Fri May 2 15:28:21 2003^JReceived: from intranet.hamburg.fcb.com (intranet [127.0.0.1])^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8) with ESMTP id h42DSL2S004443^J^Ifor ; Fri, 2 May 2003 15:28:21 +0200^JReceived: (from root at localhost)^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8/Submit) id h42DSLmA004441^J^Ifor edv; Fri, 2 May 2003 15:28:21 +0200^JDate: Fri, 2 May 2003 15:28:21 +0200^JFrom: root ^JMessage-Id: <200305021328.h42DSLmA004441 at intranet.hamburg.fcb.com>^JTo: edv at proxy.hamburg.fcb.com^JSubject: Test^J^Jzweiter Test^J', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'edv-hh') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 296 HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x8e17f38)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 226 HTML::Mason::Interp::exec('HTML::Mason::Interp=HASH(0x8e18ab4)', '/REST/1.0/NoAuth/mail-gateway', 'message', 'From root at proxy.hamburg.fcb.com Fri May 2 15:28:21 2003^JReceived: from intranet.hamburg.fcb.com (intranet [127.0.0.1])^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8) with ESMTP id h42DSL2S004443^J^Ifor ; Fri, 2 May 2003 15:28:21 +0200^JReceived: (from root at localhost)^J^Iby intranet.hamburg.fcb.com (8.12.8/8.12.8/Submit) id h42DSLmA004441^J^Ifor edv; Fri, 2 May 2003 15:28:21 +0200^JDate: Fri, 2 May 2003 15:28:21 +0200^JFrom: root ^JMessage-Id: <200305021328.h42DSLmA004441 at intranet.hamburg.fcb.com>^JTo: edv at proxy.hamburg.fcb.com^JSubject: Test^J^Jzweiter Test^J', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'edv-hh') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 87 HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x8e17f5 0)', 'HASH(0x9601a84)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 70 HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH (0x8e17f50)', 'CGI::Fast=HASH(0x9236c0c)') called at /opt/rt3/bin/mason_handler.fcgi line 42 -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From jesse at bestpractical.com Fri May 2 10:36:59 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 2 May 2003 10:36:59 -0400 Subject: [rt-users] rt-3.0.2pre4: unknown mailer error/Undefined subroutine &RT::Interface::Email::Gateway In-Reply-To: <2B1C37F8-7CAB-11D7-BE44-003065DC18B8@hamburg.fcb.com> References: <2B1C37F8-7CAB-11D7-BE44-003065DC18B8@hamburg.fcb.com> Message-ID: <20030502143659.GT28117@fsck.com> On Fri, May 02, 2003 at 04:34:23PM +0200, Harald Wagener wrote: > Hello list, > sorry to pester You all again, but here is a problem that I seem to > have resolved some time ago but comes up again now that I installed > rt3.0.2pre4 on RH9: I can't create tickets via mail. sendmail logs the > following error: > > ./configure --with-web-user=apache --with-web-group=apache > --with-libs-owner=root --with-libs-group=rt --with-bin-owner=root > > Any insightful hints before I turn my back on apache2 and return to the > trusted 1.3.x ? Turn your back on apache2. mod_perl 2 doesn't exist yet. All we have is developer pre-releases. > > Regards, > Harald > > > [1] > error: Undefined subroutine &RT::Interface::Email::Gateway called > at /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 32. Question one, does that module exist and have that method? From khera at kcilink.com Fri May 2 10:42:29 2003 From: khera at kcilink.com (Vivek Khera) Date: Fri, 2 May 2003 10:42:29 -0400 Subject: [rt-users] rt-3.0.2pre4: unknown mailer error/Undefined subroutine &RT::Interface::Email::Gateway In-Reply-To: <20030502143659.GT28117@fsck.com> References: <2B1C37F8-7CAB-11D7-BE44-003065DC18B8@hamburg.fcb.com> <20030502143659.GT28117@fsck.com> Message-ID: <16050.33749.649943.521747@yertle.int.kciLink.com> >>>>> "JV" == Jesse Vincent writes: JV> Turn your back on apache2. mod_perl 2 doesn't exist yet. All we have is JV> developer pre-releases. Turn your back only if you want to use mod_perl... SpeedyCGI works just great with apache2, and I'm sure fastcgi does too. From hwagener at hamburg.fcb.com Fri May 2 10:48:40 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 2 May 2003 16:48:40 +0200 Subject: [rt-users] rt-3.0.2pre4: unknown mailer error/Undefined subroutine &RT::Interface::Email::Gateway In-Reply-To: <20030502143659.GT28117@fsck.com> Message-ID: <29B8BA12-7CAD-11D7-BE44-003065DC18B8@hamburg.fcb.com> On Freitag, Mai 2, 2003, at 04:36 Uhr, Jesse Vincent wrote: > > > On Fri, May 02, 2003 at 04:34:23PM +0200, Harald Wagener wrote: >> Hello list, >> sorry to pester You all again, but here is a problem that I seem to >> have resolved some time ago but comes up again now that I installed >> rt3.0.2pre4 on RH9: I can't create tickets via mail. sendmail logs the >> following error: >> >> ./configure --with-web-user=apache --with-web-group=apache >> --with-libs-owner=root --with-libs-group=rt --with-bin-owner=root >> >> Any insightful hints before I turn my back on apache2 and return to >> the >> trusted 1.3.x ? > > Turn your back on apache2. mod_perl 2 doesn't exist yet. All we have is > developer pre-releases. Well, I am using fastcgi (sorry, forgot to mention) - that does not help a bit, does it? Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From jesse at bestpractical.com Fri May 2 10:49:21 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 2 May 2003 10:49:21 -0400 Subject: [rt-users] rt-3.0.2pre4: unknown mailer error/Undefined subroutine &RT::Interface::Email::Gateway In-Reply-To: <29B8BA12-7CAD-11D7-BE44-003065DC18B8@hamburg.fcb.com> References: <20030502143659.GT28117@fsck.com> <29B8BA12-7CAD-11D7-BE44-003065DC18B8@hamburg.fcb.com> Message-ID: <20030502144921.GU28117@fsck.com> > >Turn your back on apache2. mod_perl 2 doesn't exist yet. All we have is > >developer pre-releases. > > Well, I am using fastcgi (sorry, forgot to mention) - that does not > help a bit, does it? Is RT running setgid to the rt group so it can read its config file? > > Regards, > Harald > > -- > Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From hwagener at hamburg.fcb.com Fri May 2 10:59:32 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 2 May 2003 16:59:32 +0200 Subject: [rt-users] rt-3.0.2pre4: unknown mailer error/Undefined subroutine &RT::Interface::Email::Gateway In-Reply-To: <20030502144921.GU28117@fsck.com> Message-ID: On Freitag, Mai 2, 2003, at 04:49 Uhr, Jesse Vincent wrote: > >>> Turn your back on apache2. mod_perl 2 doesn't exist yet. All we have >>> is >>> developer pre-releases. >> >> Well, I am using fastcgi (sorry, forgot to mention) - that does not >> help a bit, does it? > > Is RT running setgid to the rt group so it can read its config file? The web interface 'mostly' works (one can login and see standard 'RT at a glance' page, and all the data seems to be there), but a lot of stuff is flaky. I can set rights, but entering a ticket number in the Search part yields an empty page. Trying to log in to the system with another browser window leads directly to an Internal Server Error. httpd logs: [Fri May 02 16:44:05 2003] [error] [client 170.200.66.61] FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted: error parsing headers: malformed header 'Pragma="no-cache"' So, this means, turn the back, compile the code, redo from start for me. Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From simon.lippmann at b-plan.com Fri May 2 11:02:39 2003 From: simon.lippmann at b-plan.com (Simon Lippmann) Date: Fri, 2 May 2003 16:02:39 +0100 Subject: [rt-users] Setup issue Message-ID: <1783267A2FFCD411BF81000255D414874A04C3@MAX1> I've taken over RT (v2.0.15) admin with about 10 minutes handover (eek!). The system runs fine for current users, but I need to add a new one. No user seems to have the ability to add user via web interface (Configuration->Users has no 'new user' type option) so I'm using the cli. The strange thing is, I can successfully create a user with rtadmin, but they don't appear in the web version of rt. If I manually add the user to db rt2 with mysql then they do appear on the web version. So my question is, how do get the cli rtadmin to use correct db? Or, how can I allow a user to add another user via web interface? Any thoughts appreciated, I'm gradually working out how this (great) RT works, but need to add users now! Thanks! Simon From bernardy at nexus-netsoft.com Fri May 2 11:04:10 2003 From: bernardy at nexus-netsoft.com (Manuel Bernardy) Date: Fri, 2 May 2003 17:04:10 +0200 Subject: [rt-users] Problems Starting RT 3.0.1 Message-ID: <004601c310bc$16423680$0300a8c0@nexusmanuel> Hi, i tried to start rt3.0.1 with fastcgi under my apache with following configuration: httpd.conf: LoadModule fastcgi_module libexec/mod_fastcgi.so AddModule mod_fastcgi.c FastCgiWrapper /usr/local/apache/bin/suexec FastCgiIpcDir /var/lib/httpd ServerName rt.my-server.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 FastCgiServer /opt/rt3/bin/mason_handler.fcgi Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ Error_log says: [Fri May 2 17:01:23 2003] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 secon ds given 3 attempts, its restart interval has been backed off to 600 seconds [Fri May 2 17:01:23 2003] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (uid 509, gid 103) restarted (pid 9521) [Fri May 2 17:01:23 2003] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 9521) terminated by calling exit wit h status '114' [Fri May 2 17:01:23 2003] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 secon ds given 3 attempts, its restart interval has been backed off to 600 seconds Can anyone please help? Thank you very much Manuel Bernardy -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri May 2 11:19:36 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 2 May 2003 11:19:36 -0400 Subject: [rt-users] internal bookmarks are bogus in RT2 In-Reply-To: <1051634810.3eaeac7ab8ded@webmail.tufts.edu> References: <1051634810.3eaeac7ab8ded@webmail.tufts.edu> Message-ID: <20030502151936.GY28117@fsck.com> Indeed. Fixed in the repository for 3.0. And you've even got the clickly # href anchors for each transaction ;) On Tue, Apr 29, 2003 at 12:46:50PM -0400, Sheeri Kritzer wrote: > (this is for RT2, but is really a minor change, can someone running RT3 check and see if it's an RT3 bug too?) > > One of my users pointed out: > > according to the HTML 4.01 spec, name and id attributes 'must begin with > a letter ([A-Za-z]) and may be followed by any number of letters, digits > ([0-9]), hyphens ("-"), underscores ("_"), colons (":"), and periods (".")' > > see: > http://www.w3.org/TR/html401/types.html#type-name > > along these lines, RT creates wicked bogus name values for internal > bookmark values, e.g. > > [1] the hash (#) is illegal. > [2] it can't start w/ a number > > to make it a valid attribute, change Ticket/Elements/ShowTransaction > > [old line] >    > > [new line] > Id%>" href="#c<%$Transaction->Id%>"># > > that just makes a link labeled "#" next to every comment. He wants to be able to link to specific comments, instead of just a ticket, for that. A minor improvement, but some people like that. > > -Sheeri Kritzer > Systems Administrator > University Systems Group > Tufts University > 617-627-3925 > sheeri.kritzer at tufts.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 -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From hwagener at hamburg.fcb.com Fri May 2 11:21:07 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 2 May 2003 17:21:07 +0200 Subject: [rt-users] Problems Starting RT 3.0.1 In-Reply-To: <004601c310bc$16423680$0300a8c0@nexusmanuel> Message-ID: Update to rt 3.0.2pre5. This will help. Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From jesse at bestpractical.com Fri May 2 11:22:44 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 2 May 2003 11:22:44 -0400 Subject: [rt-users] Problems Starting RT 3.0.1 In-Reply-To: <004601c310bc$16423680$0300a8c0@nexusmanuel> References: <004601c310bc$16423680$0300a8c0@nexusmanuel> Message-ID: <20030502152244.GA28117@fsck.com> On Fri, May 02, 2003 at 05:04:10PM +0200, Manuel Bernardy wrote: > Hi, i tried to start rt3.0.1 with fastcgi under my apache with following > configuration: RT 3.0.1's fastcgi support was broken due to a tainting bug. RT 3.0.2pre5 is the current pre-release of rt 3.0.2 and is strongly recommended instead of 3.0.1. You can pick it up from fsck.com/pub/rt/devel/ -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From hwagener at hamburg.fcb.com Fri May 2 11:45:58 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 2 May 2003 17:45:58 +0200 Subject: [rt-users] malformed header 'Pragma="no-cache"' with apache-1.3.27 In-Reply-To: Message-ID: <2B3967B7-7CB5-11D7-BE44-003065DC18B8@hamburg.fcb.com> On Freitag, Mai 2, 2003, at 04:59 Uhr, Harald Wagener wrote: > > [Fri May 02 16:44:05 2003] [error] [client 170.200.66.61] FastCGI: > comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted: error > parsing headers: malformed header 'Pragma="no-cache"' > > So, this means, turn the back, compile the code, redo from start for > me. Strangely enough - although the system is fatser with apache-1.3.27 - I get this error with 1.3.27 as well...any ideas? -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From jesse at bestpractical.com Fri May 2 11:51:04 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 2 May 2003 11:51:04 -0400 Subject: [rt-users] malformed header 'Pragma="no-cache"' with apache-1.3.27 In-Reply-To: <2B3967B7-7CB5-11D7-BE44-003065DC18B8@hamburg.fcb.com> References: <2B3967B7-7CB5-11D7-BE44-003065DC18B8@hamburg.fcb.com> Message-ID: <20030502155104.GF28117@fsck.com> What do you see when you run the fcgi script by hand? On Fri, May 02, 2003 at 05:45:58PM +0200, Harald Wagener wrote: > > On Freitag, Mai 2, 2003, at 04:59 Uhr, Harald Wagener wrote: > > > > >[Fri May 02 16:44:05 2003] [error] [client 170.200.66.61] FastCGI: > >comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted: error > >parsing headers: malformed header 'Pragma="no-cache"' > > > >So, this means, turn the back, compile the code, redo from start for > >me. > > Strangely enough - although the system is fatser with apache-1.3.27 - I > get this error with 1.3.27 as well...any ideas? > > -- > Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From bernardy at nexus-netsoft.com Fri May 2 11:51:58 2003 From: bernardy at nexus-netsoft.com (Manuel Bernardy) Date: Fri, 2 May 2003 17:51:58 +0200 Subject: AW: [rt-users] Problems Starting RT 3.0.1 In-Reply-To: <20030502152244.GA28117@fsck.com> Message-ID: <006a01c310c2$c6c3dad0$0300a8c0@nexusmanuel> Hi, ok, i just updated to 3.0.2pre5 but now I get an Error 500 and the apache error log says: [Fri May 2 17:41:09 2003] [notice] Apache/1.3.27 Ben-SSL/1.48 (Unix) mod_fastcgi/2.4.0 PHP/4.3.1 configured -- resuming norm al operations [Fri May 2 17:41:09 2003] [notice] suEXEC mechanism enabled (wrapper: /usr/local/apache/bin/suexec) [Fri May 2 17:41:09 2003] [notice] Accept mutex: sysvsem (Default: sysvsem) [Fri May 2 17:41:14 2003] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (uid 509, gid 103) restarted (pid 16013) [Fri May 2 17:41:14 2003] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 16013) terminated by calling exit wi th status '114' [Fri May 2 17:50:18 2003] [error] [client 62.67.209.108] FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted : idle timeout (30 sec) [Fri May 2 17:50:18 2003] [error] [client 62.67.209.108] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt 3/bin/mason_handler.fcgi" What to do now? Thank you again! Manuel -----Urspr?ngliche Nachricht----- Von: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] Im Auftrag von Jesse Vincent Gesendet: Freitag, 2. Mai 2003 17:23 An: Manuel Bernardy Cc: rt-users at fsck.com Betreff: Re: [rt-users] Problems Starting RT 3.0.1 On Fri, May 02, 2003 at 05:04:10PM +0200, Manuel Bernardy wrote: > Hi, i tried to start rt3.0.1 with fastcgi under my apache with > following > configuration: RT 3.0.1's fastcgi support was broken due to a tainting bug. RT 3.0.2pre5 is the current pre-release of rt 3.0.2 and is strongly recommended instead of 3.0.1. You can pick it up from fsck.com/pub/rt/devel/ -- 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 jesse at bestpractical.com Fri May 2 11:57:46 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 2 May 2003 11:57:46 -0400 Subject: [rt-users] Problems Starting RT 3.0.1 In-Reply-To: <006a01c310c2$c6c3dad0$0300a8c0@nexusmanuel> References: <20030502152244.GA28117@fsck.com> <006a01c310c2$c6c3dad0$0300a8c0@nexusmanuel> Message-ID: <20030502155746.GG28117@fsck.com> When rt's fastcig server fails to start, the best thing to do is often to try running it by hand and see what it complains about. Perhaps you haven't satestfied all its dependencies? -j On Fri, May 02, 2003 at 05:51:58PM +0200, Manuel Bernardy wrote: > Hi, ok, i just updated to 3.0.2pre5 but now I get an Error 500 and the > apache error log says: > > [Fri May 2 17:41:09 2003] [notice] Apache/1.3.27 Ben-SSL/1.48 (Unix) > mod_fastcgi/2.4.0 PHP/4.3.1 configured -- resuming norm al operations [Fri > May 2 17:41:09 2003] [notice] suEXEC mechanism enabled (wrapper: > /usr/local/apache/bin/suexec) [Fri May 2 17:41:09 2003] [notice] Accept > mutex: sysvsem (Default: sysvsem) [Fri May 2 17:41:14 2003] [warn] FastCGI: > server "/opt/rt3/bin/mason_handler.fcgi" (uid 509, gid 103) restarted (pid > 16013) [Fri May 2 17:41:14 2003] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" (pid 16013) terminated by calling exit wi > th status '114' [Fri May 2 17:50:18 2003] [error] [client 62.67.209.108] > FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted > : idle timeout (30 sec) > [Fri May 2 17:50:18 2003] [error] [client 62.67.209.108] FastCGI: > incomplete headers (0 bytes) received from server "/opt/rt > 3/bin/mason_handler.fcgi" > > What to do now? > > Thank you again! > Manuel > > -----Urspr?ngliche Nachricht----- > Von: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] Im > Auftrag von Jesse Vincent > Gesendet: Freitag, 2. Mai 2003 17:23 > An: Manuel Bernardy > Cc: rt-users at fsck.com > Betreff: Re: [rt-users] Problems Starting RT 3.0.1 > > On Fri, May 02, 2003 at 05:04:10PM +0200, Manuel Bernardy wrote: > > Hi, i tried to start rt3.0.1 with fastcgi under my apache with > > following > > configuration: > > RT 3.0.1's fastcgi support was broken due to a tainting bug. > RT 3.0.2pre5 is the current pre-release of rt 3.0.2 and is strongly > recommended instead of 3.0.1. You can pick it up from > fsck.com/pub/rt/devel/ > > -- > 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 > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 bernardy at nexus-netsoft.com Fri May 2 12:24:16 2003 From: bernardy at nexus-netsoft.com (Manuel Bernardy) Date: Fri, 2 May 2003 18:24:16 +0200 Subject: AW: [rt-users] Problems Starting RT 3.0.1 In-Reply-To: <20030502155746.GG28117@fsck.com> Message-ID: <006c01c310c7$49abad70$0300a8c0@nexusmanuel> When i run it by hand (./mason_handler.fcgi) i get an html output which looks quite ok! I think its my httpd.conf where the error is: LoadModule fastcgi_module libexec/mod_fastcgi.so AddModule mod_fastcgi.c FastCgiWrapper /usr/local/apache/bin/suexec FastCgiIpcDir /var/lib/httpd ServerName rt.my-server.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 FastCgiServer /opt/rt3/bin/mason_handler.fcgi Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ Any suggestions? Manuel -----Urspr?ngliche Nachricht----- Von: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] Im Auftrag von Jesse Vincent Gesendet: Freitag, 2. Mai 2003 17:58 An: Manuel Bernardy Cc: rt-users at fsck.com Betreff: Re: [rt-users] Problems Starting RT 3.0.1 When rt's fastcig server fails to start, the best thing to do is often to try running it by hand and see what it complains about. Perhaps you haven't satestfied all its dependencies? -j On Fri, May 02, 2003 at 05:51:58PM +0200, Manuel Bernardy wrote: > Hi, ok, i just updated to 3.0.2pre5 but now I get an Error 500 and the > apache error log says: > > [Fri May 2 17:41:09 2003] [notice] Apache/1.3.27 Ben-SSL/1.48 (Unix) > mod_fastcgi/2.4.0 PHP/4.3.1 configured -- resuming norm al operations [Fri > May 2 17:41:09 2003] [notice] suEXEC mechanism enabled (wrapper: > /usr/local/apache/bin/suexec) [Fri May 2 17:41:09 2003] [notice] Accept > mutex: sysvsem (Default: sysvsem) [Fri May 2 17:41:14 2003] [warn] FastCGI: > server "/opt/rt3/bin/mason_handler.fcgi" (uid 509, gid 103) restarted (pid > 16013) [Fri May 2 17:41:14 2003] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" (pid 16013) terminated by calling exit wi > th status '114' [Fri May 2 17:50:18 2003] [error] [client 62.67.209.108] > FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted > : idle timeout (30 sec) > [Fri May 2 17:50:18 2003] [error] [client 62.67.209.108] FastCGI: > incomplete headers (0 bytes) received from server "/opt/rt > 3/bin/mason_handler.fcgi" > > What to do now? > > Thank you again! > Manuel > > -----Urspr?ngliche Nachricht----- > Von: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] Im > Auftrag von Jesse Vincent > Gesendet: Freitag, 2. Mai 2003 17:23 > An: Manuel Bernardy > Cc: rt-users at fsck.com > Betreff: Re: [rt-users] Problems Starting RT 3.0.1 > > On Fri, May 02, 2003 at 05:04:10PM +0200, Manuel Bernardy wrote: > > Hi, i tried to start rt3.0.1 with fastcgi under my apache with > > following > > configuration: > > RT 3.0.1's fastcgi support was broken due to a tainting bug. > RT 3.0.2pre5 is the current pre-release of rt 3.0.2 and is strongly > recommended instead of 3.0.1. You can pick it up from > fsck.com/pub/rt/devel/ > > -- > 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 > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 blair at orcaware.com Fri May 2 13:13:42 2003 From: blair at orcaware.com (Blair Zajac) Date: Fri, 02 May 2003 10:13:42 -0700 Subject: [rt-users] Keywords to Custom Fields Message-ID: <3EB2A746.AABD4038@orcaware.com> In my RT2 setup, I had hierarchical keywords, such as Central Processing Unit Alpha AMD Athlon Intel i386 i486 i586 i686 ia64 StrongARM Mips No Architecture Not Applicable ... It appears that in RT3 that the Custom Fields are flat judging by the UI to enter values, so I'd have to do something like this: Central Processing Unit Alpha AMD - Athlon Intel - i386 Intel - i486 Intel - i586 Intel - i686 Intel - ia64 Intel - StrongARM Mips No Architecture Not Applicable ... Is this accurate? Also, in this email thread http://lists.fsck.com/pipermail/rt-devel/2002-November/002721.html there's the statement that Custom Field are more flexible than Keywords, but there's nothing stating how and why. Could we find out how they are better? Best, Blair -- Blair Zajac Plots of your system's performance - http://www.orcaware.com/orca/ From jcrocker at arsenaldigital.com Fri May 2 13:25:22 2003 From: jcrocker at arsenaldigital.com (Jason Crocker) Date: Fri, 2 May 2003 13:25:22 -0400 Subject: [rt-users] Ticket creation Message-ID: Has anybody done something similar to this? -----Original Message----- From: Chad Scott [mailto:chad at idworld.net] Sent: Thursday, May 01, 2003 8:06 PM To: Jason Crocker Cc: 'rt-users at lists.fsck.com' Subject: Re: [rt-users] Ticket creation I haven't surfed the code well enough to tell you exactly what's going on, but I do know it's complicated. A better way would be to write a perl script that uses the various RT libs and creates a ticket that way... no muss no fuss. On Thursday, May 1, 2003, at 12:45 PM, Jason Crocker wrote: > Does anyone know which tables are altered when a ticket is created? We > are trying to link an existing tool to RT but I need to know what > EXACTLY happens behind the scenes when a ticket is created. Anybody > else done something similar? -------------- next part -------------- An HTML attachment was scrubbed... URL: From hwagener at hamburg.fcb.com Fri May 2 13:41:18 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 2 May 2003 19:41:18 +0200 Subject: [rt-users] malformed header 'Pragma="no-cache"' with apache-1.3.27 In-Reply-To: <20030502155104.GF28117@fsck.com> Message-ID: <47D2A7A0-7CC5-11D7-BE44-003065DC18B8@hamburg.fcb.com> On Freitag, Mai 2, 2003, at 05:51 Uhr, Jesse Vincent wrote: > What do you see when you run the fcgi script by hand? The code below. Regards, Harald Pragma: no-cache Set-cookie: RT_SID=5e3b81d7890712b1915332c6a7fc2562; path=/ Cache-control: no-cache Content-Type: text/html; charset=utf-8 Login
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RT is © Copyright 1996-2003 Jesse Vincent <jesse at bestpractical.com>. It is distributed under Version 2 of the GNU General Public License. -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From hwagener at hamburg.fcb.com Fri May 2 13:49:19 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 2 May 2003 19:49:19 +0200 Subject: [rt-users] RT3 and LDAP-Auth: fix for a local problem Message-ID: <667AB605-7CC6-11D7-BE44-003065DC18B8@hamburg.fcb.com> I suddenly experienced problems when trying to enable LDAP authentication in RT3. After a long debugging session, the the problem seems to be that $self->Name is not properly expanded in the search query build process. We changed the relevant code to do the following[1] unpleasant thing, which fixes things for us over here. To be honest, we don't know what's going on here, but the pack/unpack seems to fix our problem (User_Local got stuck and never returned from the search). Regards, Harald [1] --- /usr/src/RT3/User_Local.pm 2003-05-01 13:10:55.000000000 +0200 +++ /opt/rt3/lib/RT/User_Local.pm 2003-05-02 19:45:55.000000000 +0200 @@ -79,5 +79,9 @@ } - my $filter = "(&(&(objectclass=person)(" . $RT::LdapUidAttr . "=" . $self->Name ."))$RT::LdapFilter)"; + # HW+TB 02MAY2003 + my $uid= $self->Name; + $uid = pack "c30", (unpack "c30", $uid); + + my $filter = "(&(&(objectclass=person)(" . $RT::LdapUidAttr . "=" . $uid ."))$RT::LdapFilter)"; $RT::Logger->debug("GetExternalUserWithLDAP: First search filter '$filter'\n"); $mesg = $ldap->search(base => $RT::LdapBase, -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From bernardy at nexus-netsoft.com Fri May 2 14:30:27 2003 From: bernardy at nexus-netsoft.com (Manuel Bernardy) Date: Fri, 2 May 2003 20:30:27 +0200 Subject: [rt-users] Problem Starting RT with fastcgi Message-ID: <000101c310d8$e77cec10$0300a8c0@nexusmanuel> Hi, if i start mason_handler.fcgi from command line i get an "normal" html-Output. If i try it via apache i get an internal server error 500. Whats the problem? Thank you very much! Manuel -------------- next part -------------- An HTML attachment was scrubbed... URL: From cag at us.ibm.com Fri May 2 16:10:23 2003 From: cag at us.ibm.com (Christian Gilmore) Date: Fri, 2 May 2003 15:10:23 -0500 Subject: [rt-users] RT3 external user lookups on inbound mail Message-ID: I'm a long-time user of RT2 and of this list but have been off of it for a few months. I've just started upgrade from RT2 to RT3 (3.0.2pre4) and am configuring RT3. Under RT2, I've configured LookupSenderInExternalDatabase and defined the LookupExternalUserInfo method in the config.pm file, but I don't see where this configuration data should rest within RT3. I do see SenderMustExistInExternalDatabase and see that its documentation within the RT_Config.pm references LookupSenderInExternalDatabase, but I'm just missing the link. Any help/pointers would be good. On a second note, what is the general migration path for custom Actions, Conditions, and Scrips from RT2 to RT3? Thanks, Christian ---------------------- Christian Gilmore Technology Leader GeT Support Application Development IBM Software Group -------------- next part -------------- An HTML attachment was scrubbed... URL: From khera at kcilink.com Fri May 2 17:20:20 2003 From: khera at kcilink.com (Vivek Khera) Date: Fri, 2 May 2003 17:20:20 -0400 Subject: [rt-users] Problem Starting RT with fastcgi In-Reply-To: <000101c310d8$e77cec10$0300a8c0@nexusmanuel> References: <000101c310d8$e77cec10$0300a8c0@nexusmanuel> Message-ID: <16050.57620.645749.164683@yertle.int.kciLink.com> >>>>> "MB" == Manuel Bernardy writes: MB> Hi, MB> if i start mason_handler.fcgi from command line i get an "normal" MB> html-Output. MB> If i try it via apache i get an internal server error 500. When you "su" to the user running apache and run the program manually, what happens? 99% chance it is a file permissions issue OR an environment variable setting issue. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Vivek Khera, Ph.D. Khera Communications, Inc. Internet: khera at kciLink.com Rockville, MD +1-240-453-8497 AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/ From bernardy at nexus-netsoft.com Fri May 2 19:56:23 2003 From: bernardy at nexus-netsoft.com (Manuel Bernardy) Date: Sat, 3 May 2003 01:56:23 +0200 Subject: [rt-users] Problem Starting RT with fastcgi In-Reply-To: <16050.57620.645749.164683@yertle.int.kciLink.com> Message-ID: <20030502235803.7F56211138@pallas.eruditorum.org> Hi, >When you "su" to the user running apache and run the program manually, >what happens? 99% chance it is a file permissions issue OR an >environment variable setting issue. Then it says: " Can't do setuid" What does that mean? Thank you! Manuel -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Vivek Khera Sent: Freitag, 2. Mai 2003 23:20 To: rt-users at fsck.com >>>>> "MB" == Manuel Bernardy writes: MB> Hi, MB> if i start mason_handler.fcgi from command line i get an "normal" MB> html-Output. MB> If i try it via apache i get an internal server error 500. When you "su" to the user running apache and run the program manually, what happens? 99% chance it is a file permissions issue OR an environment variable setting issue. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Vivek Khera, Ph.D. Khera Communications, Inc. Internet: khera at kciLink.com Rockville, MD +1-240-453-8497 AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/ _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 bernardy at nexus-netsoft.com Fri May 2 20:21:57 2003 From: bernardy at nexus-netsoft.com (Manuel Bernardy) Date: Sat, 3 May 2003 02:21:57 +0200 Subject: [rt-users] Problem Starting RT with fastcgi In-Reply-To: <20030502235803.7F56211138@pallas.eruditorum.org> Message-ID: <20030503002356.54FB211176@pallas.eruditorum.org> Ok, i got it! Now it can do setuid :) Thanks to all! Manuel -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Manuel Bernardy Sent: Samstag, 3. Mai 2003 01:56 To: 'Vivek Khera'; rt-users at fsck.com Hi, >When you "su" to the user running apache and run the program manually, >what happens? 99% chance it is a file permissions issue OR an >environment variable setting issue. Then it says: " Can't do setuid" What does that mean? Thank you! Manuel -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Vivek Khera Sent: Freitag, 2. Mai 2003 23:20 To: rt-users at fsck.com >>>>> "MB" == Manuel Bernardy writes: MB> Hi, MB> if i start mason_handler.fcgi from command line i get an "normal" MB> html-Output. MB> If i try it via apache i get an internal server error 500. When you "su" to the user running apache and run the program manually, what happens? 99% chance it is a file permissions issue OR an environment variable setting issue. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Vivek Khera, Ph.D. Khera Communications, Inc. Internet: khera at kciLink.com Rockville, MD +1-240-453-8497 AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/ _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 bernardy at nexus-netsoft.com Fri May 2 20:43:36 2003 From: bernardy at nexus-netsoft.com (Manuel Bernardy) Date: Sat, 3 May 2003 02:43:36 +0200 Subject: [rt-users] Problem Starting RT with fastcgi In-Reply-To: <20030503002356.54FB211176@pallas.eruditorum.org> Message-ID: <20030503004534.42BC41111B@pallas.eruditorum.org> Hi again, sorry, but here's the next problem: Under www or rt directly mason_handler.fcgi puts out html. But if I try to run it via Apache error_log always says: [Sat May 3 02:41:34 2003] [notice] Apache/1.3.27 Ben-SSL/1.48 (Unix) mod_fastcgi/2.4.0 PHP/4.3.1 configured -- resuming norm al operations [Sat May 3 02:41:34 2003] [notice] suEXEC mechanism enabled (wrapper: /usr/local/apache/bin/suexec) [Sat May 3 02:41:34 2003] [notice] Accept mutex: sysvsem (Default: sysvsem) [Sat May 3 02:41:39 2003] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (uid 509, gid 103) restarted (pid 2939) [Sat May 3 02:41:39 2003] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 2939) terminated by calling exit wit h status '114' [Sat May 3 02:41:44 2003] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (uid 509, gid 103) restarted (pid 2941) [Sat May 3 02:41:44 2003] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 2941) terminated by calling exit wit h status '114' [Sat May 3 02:41:49 2003] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (uid 509, gid 103) restarted (pid 2945) [Sat May 3 02:41:49 2003] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 2945) terminated by calling exit wit h status '114' [Sat May 3 02:41:49 2003] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 secon ds given 3 attempts, its restart interval has been backed off to 600 seconds [Sat May 3 02:42:12 2003] [error] [client 217.82.20.195] FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted : idle timeout (30 sec) [Sat May 3 02:42:12 2003] [error] [client 217.82.20.195] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt 3/bin/mason_handler.fcgi" [Sat May 3 02:42:23 2003] [error] [client 62.67.209.108] FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted : idle timeout (30 sec) [Sat May 3 02:42:23 2003] [error] [client 62.67.209.108] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt 3/bin/mason_handler.fcgi" [Sat May 3 02:42:25 2003] [error] [client 217.82.20.195] FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted : idle timeout (30 sec) [Sat May 3 02:42:25 2003] [error] [client 217.82.20.195] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt 3/bin/mason_handler.fcgi" What can I do???? Thank you Manuel Bernardy -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Manuel Bernardy Sent: Samstag, 3. Mai 2003 02:22 To: 'Manuel Bernardy'; 'Vivek Khera'; rt-users at fsck.com Ok, i got it! Now it can do setuid :) Thanks to all! Manuel -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Manuel Bernardy Sent: Samstag, 3. Mai 2003 01:56 To: 'Vivek Khera'; rt-users at fsck.com Hi, >When you "su" to the user running apache and run the program manually, >what happens? 99% chance it is a file permissions issue OR an >environment variable setting issue. Then it says: " Can't do setuid" What does that mean? Thank you! Manuel -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Vivek Khera Sent: Freitag, 2. Mai 2003 23:20 To: rt-users at fsck.com >>>>> "MB" == Manuel Bernardy writes: MB> Hi, MB> if i start mason_handler.fcgi from command line i get an "normal" MB> html-Output. MB> If i try it via apache i get an internal server error 500. When you "su" to the user running apache and run the program manually, what happens? 99% chance it is a file permissions issue OR an environment variable setting issue. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Vivek Khera, Ph.D. Khera Communications, Inc. Internet: khera at kciLink.com Rockville, MD +1-240-453-8497 AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/ _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From autrijus at autrijus.org Sat May 3 01:07:28 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Sat, 3 May 2003 13:07:28 +0800 Subject: [rt-users] rt-3.0.2pre4: unknown mailer error/Undefined subroutine &RT::Interface::Email::Gateway In-Reply-To: <20030502143659.GT28117@fsck.com> References: <2B1C37F8-7CAB-11D7-BE44-003065DC18B8@hamburg.fcb.com> <20030502143659.GT28117@fsck.com> Message-ID: <20030503050728.GD76983@aut.dyndns.org> On Fri, May 02, 2003 at 10:36:59AM -0400, Jesse Vincent wrote: > > Any insightful hints before I turn my back on apache2 and return to the > > trusted 1.3.x ? > > Turn your back on apache2. mod_perl 2 doesn't exist yet. All we have is > developer pre-releases. I would like to deFUD this statement a little bit. We have been deploying RT3 + Apache 2.0.45 + mod_perl 1.99_08 (now _09) on tens of production sites using Win32 and FreeBSD, and they all went without any problems or performance slow-downs. Thanks, /Autrijus/ From asmodai at wxs.nl Sat May 3 08:41:21 2003 From: asmodai at wxs.nl (Jeroen Ruigrok/asmodai) Date: Sat, 3 May 2003 14:41:21 +0200 Subject: [rt-users] Re: [rt-devel] DBIx-SearchBuilder 0.81 released In-Reply-To: <20030502114543.GV4018@fsck.com> References: <20030502114543.GV4018@fsck.com> Message-ID: <20030503124120.GN61306@nexus.ninth-circle.org> -On [20030502 14:02], Jesse Vincent (jesse at bestpractical.com) wrote: >This version is exactly the same as 0.81_04. It contains changes to >massively improve performance when using postgresql for complex selects. I never saw anyone respond to my emails on the subject where there was called for testing with pgsql and your newer DBIx::SearchBuilder. In those emails I said that performance hadn't changed very much to make it worthwhile. So I wonder what changed which makes you say the above? -- 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/ Only the wisest and the stupidest of men never change... From david at kineticode.com Sat May 3 08:47:18 2003 From: david at kineticode.com (David Wheeler) Date: Sat, 3 May 2003 07:47:18 -0500 Subject: [rt-users] Re: [rt-devel] DBIx-SearchBuilder 0.81 released In-Reply-To: <20030503124120.GN61306@nexus.ninth-circle.org> Message-ID: <5FB5C918-7D65-11D7-819B-0003931A964A@kineticode.com> On Saturday, May 3, 2003, at 07:41 AM, Jeroen Ruigrok/asmodai wrote: > I never saw anyone respond to my emails on the subject where there was > called for testing with pgsql and your newer DBIx::SearchBuilder. In > those emails I said that performance hadn't changed very much to make > it > worthwhile. > > So I wonder what changed which makes you say the above? Truth to tell, on my Pg box, I didn't notice much improvement in performance, either. :-( David -- David Wheeler AIM: dwTheory david at kineticode.com ICQ: 15726394 Yahoo!: dew7e Jabber: Theory at jabber.org Kineticode. Setting knowledge in motion.[sm] From ESantelices at ibill.com Sat May 3 09:14:19 2003 From: ESantelices at ibill.com (ESantelices at ibill.com) Date: Sat, 3 May 2003 09:14:19 -0400 Subject: [rt-users] sendmail issues on new install Message-ID: <7DC404391E19FF4B97028E7790C9C54A068BC0EE@mail01.ibill.com> I'm running redhat 7.3 with sendmail 8.11.6 and I have followed the install doc's for a redhat system however I continue to get the following errors. May 3 09:01:29 appops01 sendmail[10908]: h43D1S110907: to="|/opt/rt2/bin/rt-mailgate --queue general --action correspond", ctladdr= (8/0), delay=00:00:01, xdelay=00:00:00, mailer=prog, pri=30016, dsn=5.3.0, stat=unknown mailer error 2 May 3 09:01:29 appops01 sendmail[10908]: h43D1S110907: h43D1T110908: DSN: unknown mailer error 2 I have also verified permissions on rt-mailgate are set correct, and check the mailing list archives can someone help? Eric L. Santelices ********************************************************************** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. ********************************************************************** From ESantelices at ibill.com Sat May 3 09:28:03 2003 From: ESantelices at ibill.com (ESantelices at ibill.com) Date: Sat, 3 May 2003 09:28:03 -0400 Subject: [rt-users] sendmail issues on new install Message-ID: <7DC404391E19FF4B97028E7790C9C54A068BC0EF@mail01.ibill.com> I forgot to mention echo "foo" |/opt/rt2/bin/rt-mailgate --queue general --action correspond from the localhost does create a ticket in RT. -----Original Message----- From: ESantelices at ibill.com To: Sent: 5/3/2003 9:14 AM Subject: [rt-users] sendmail issues on new install I'm running redhat 7.3 with sendmail 8.11.6 and I have followed the install doc's for a redhat system however I continue to get the following errors. May 3 09:01:29 appops01 sendmail[10908]: h43D1S110907: to", ctladdr= (8/0), delay=00:00:01, xdelay=00:00:00, mailer=prog, pri=30016, dsn=5.3.0, stat=unknown mailer error 2 May 3 09:01:29 appops01 sendmail[10908]: h43D1S110907: h43D1T110908: DSN: unknown mailer error 2 I have also verified permissions on rt-mailgate are set correct, and check the mailing list archives can someone help? Eric L. Santelices ********************************************************************** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. ********************************************************************** _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 cz at gocept.com Sat May 3 10:24:42 2003 From: cz at gocept.com (Christian Zagrodnick) Date: Sat, 3 May 2003 16:24:42 +0200 Subject: [rt-users] Ticket creation In-Reply-To: References: Message-ID: <20030503142442.GB1754@gocept.com> Perhaps you want to have a look at the rt2-to-rt3 converter. On Fri, May 02, 2003 at 01:25:22PM -0400, Jason Crocker wrote: > Has anybody done something similar to this? > > -----Original Message----- > From: Chad Scott [mailto:chad at idworld.net] > Sent: Thursday, May 01, 2003 8:06 PM > To: Jason Crocker > Cc: 'rt-users at lists.fsck.com' > Subject: Re: [rt-users] Ticket creation > > > I haven't surfed the code well enough to tell you exactly what's going > on, but I do know it's complicated. > > A better way would be to write a perl script that uses the various RT > libs and creates a ticket that way... no muss no fuss. > > On Thursday, May 1, 2003, at 12:45 PM, Jason Crocker wrote: > > > Does anyone know which tables are altered when a ticket is created? We > > are trying to link an existing tool to RT but I need to know what > > EXACTLY happens behind the scenes when a ticket is created. Anybody > > else done something similar? -- Christian Zagrodnick gocept gmbh & co. kg - schalaunische strasse 6 - 06366 koethen/anhalt fon. +49 3496 3099112, +49 179 1463644 fax. +49 3496 3099118 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From jesse at bestpractical.com Sun May 4 01:49:00 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 4 May 2003 01:49:00 -0400 Subject: [rt-users] Re: [rt-devel] DBIx-SearchBuilder 0.81 released In-Reply-To: <5FB5C918-7D65-11D7-819B-0003931A964A@kineticode.com> References: <20030503124120.GN61306@nexus.ninth-circle.org> <5FB5C918-7D65-11D7-819B-0003931A964A@kineticode.com> Message-ID: <20030504054900.GL28117@fsck.com> [Again, this doesn't need to be cross-posted to both rt-devel and rt-users] On Sat, May 03, 2003 at 07:47:18AM -0500, David Wheeler wrote: > On Saturday, May 3, 2003, at 07:41 AM, Jeroen Ruigrok/asmodai wrote: > > >I never saw anyone respond to my emails on the subject where there was > >called for testing with pgsql and your newer DBIx::SearchBuilder. In > >those emails I said that performance hadn't changed very much to make > >it > >worthwhile. > > > >So I wonder what changed which makes you say the above? > > Truth to tell, on my Pg box, I didn't notice much improvement in > performance, either. :-( > A number of folks wrote me to say that they saw dramatic speedups with the new searchbuilder. I would, of course, appreciate additional help tuning for postgres. I know there's been a suggested column type change in the ACL system for faster querying which I haven't had a chance to lookup, but more work by the folks who know postgres well would be appreciated. -j > David > > -- > David Wheeler AIM: dwTheory > david at kineticode.com ICQ: 15726394 > Yahoo!: dew7e > Jabber: Theory at jabber.org > Kineticode. Setting knowledge in motion.[sm] > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Sun May 4 02:02:59 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 4 May 2003 02:02:59 -0400 Subject: [rt-users] rt-3.0.2pre4: unknown mailer error/Undefined subroutine &RT::Interface::Email::Gateway In-Reply-To: <20030503050728.GD76983@aut.dyndns.org> References: <2B1C37F8-7CAB-11D7-BE44-003065DC18B8@hamburg.fcb.com> <20030502143659.GT28117@fsck.com> <20030503050728.GD76983@aut.dyndns.org> Message-ID: <20030504060259.GM28117@fsck.com> On Sat, May 03, 2003 at 01:07:28PM +0800, Autrijus Tang wrote: > > I would like to deFUD this statement a little bit. We have been > deploying RT3 + Apache 2.0.45 + mod_perl 1.99_08 (now _09) on tens > of production sites using Win32 and FreeBSD, and they all went > without any problems or performance slow-downs. Does it handle the redirects to index.html internally now, or are you still using the httpd.conf hack? > > Thanks, > /Autrijus/ > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From autrijus at autrijus.org Sun May 4 06:36:18 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Sun, 4 May 2003 18:36:18 +0800 Subject: [rt-users] rt-3.0.2pre4: unknown mailer error/Undefined subroutine &RT::Interface::Email::Gateway In-Reply-To: <20030504060259.GM28117@fsck.com> References: <2B1C37F8-7CAB-11D7-BE44-003065DC18B8@hamburg.fcb.com> <20030502143659.GT28117@fsck.com> <20030503050728.GD76983@aut.dyndns.org> <20030504060259.GM28117@fsck.com> Message-ID: <20030504103618.GA1732@not.autrijus.org> On Sun, May 04, 2003 at 02:02:59AM -0400, Jesse Vincent wrote: > On Sat, May 03, 2003 at 01:07:28PM +0800, Autrijus Tang wrote: > > I would like to deFUD this statement a little bit. We have been > > deploying RT3 + Apache 2.0.45 + mod_perl 1.99_08 (now _09) on tens > > of production sites using Win32 and FreeBSD, and they all went > > without any problems or performance slow-downs. > > Does it handle the redirects to index.html internally now, or are you > still using the httpd.conf hack? True, I am still using this httpd.conf hack: # this section applies to Apache 2 only SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason I look forward to fix it as soon as I know which layer's problem is it. 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 cz at gocept.com Sun May 4 06:36:55 2003 From: cz at gocept.com (Christian Zagrodnick) Date: Sun, 4 May 2003 12:36:55 +0200 Subject: [rt-users] Re: [rt-devel] DBIx-SearchBuilder 0.81 released In-Reply-To: <20030504054900.GL28117@fsck.com> References: <20030503124120.GN61306@nexus.ninth-circle.org> <5FB5C918-7D65-11D7-819B-0003931A964A@kineticode.com> <20030504054900.GL28117@fsck.com> Message-ID: <20030504103655.GA13885@gocept.com> On Sun, May 04, 2003 at 01:49:00AM -0400, Jesse Vincent wrote: > [Again, this doesn't need to be cross-posted to both rt-devel and > rt-users] > > On Sat, May 03, 2003 at 07:47:18AM -0500, David Wheeler wrote: > > On Saturday, May 3, 2003, at 07:41 AM, Jeroen Ruigrok/asmodai wrote: > > > > >I never saw anyone respond to my emails on the subject where there was > > >called for testing with pgsql and your newer DBIx::SearchBuilder. In > > >those emails I said that performance hadn't changed very much to make > > >it > > >worthwhile. > > > > > >So I wonder what changed which makes you say the above? > > > > Truth to tell, on my Pg box, I didn't notice much improvement in > > performance, either. :-( > > > > > A number of folks wrote me to say that they saw dramatic speedups with > the new searchbuilder. I would, of course, appreciate additional help > tuning for postgres. I know there's been a suggested column type change > in the ACL system for faster querying which I haven't had a chance to > lookup, but more work by the folks who know postgres well would be > appreciated. Well yes, it dropped from `i-don't-know' to 8 minutes with this giant query. Creating two additional indexes dropped it further to about 1 minute -- which is still too slow. Certainly I could rewrite some query manually to get some speedups if it helps (i.e. if it is integratable into RT or SearchBuilder). -- Christian Zagrodnick gocept gmbh & co. kg - schalaunische strasse 6 - 06366 koethen/anhalt fon. +49 3496 3099112, +49 179 1463644 fax. +49 3496 3099118 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From jesse at bestpractical.com Sun May 4 08:48:50 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 4 May 2003 08:48:50 -0400 Subject: [rt-users] Re: [rt-devel] DBIx-SearchBuilder 0.81 released In-Reply-To: <20030504103655.GA13885@gocept.com> References: <20030503124120.GN61306@nexus.ninth-circle.org> <5FB5C918-7D65-11D7-819B-0003931A964A@kineticode.com> <20030504054900.GL28117@fsck.com> <20030504103655.GA13885@gocept.com> Message-ID: <20030504124850.GQ28117@fsck.com> > > A number of folks wrote me to say that they saw dramatic speedups with > > the new searchbuilder. I would, of course, appreciate additional help > > tuning for postgres. I know there's been a suggested column type change > > in the ACL system for faster querying which I haven't had a chance to > > lookup, but more work by the folks who know postgres well would be > > appreciated. > > Well yes, it dropped from `i-don't-know' to 8 minutes with this giant > query. Creating two additional indexes dropped it further to about 1 > minute -- which is still too slow. Certainly I could rewrite some query > manually to get some speedups if it helps (i.e. if it is integratable > into RT or SearchBuilder). Actually, I'd appreciate it if you could have a look at: http://lists.fsck.com/pipermail/rt-devel/2003-April/003697.html I think we're currently around aidan's partially-optimized query. Would you mind having a look and seeing if you can improve on his work? I'm happy to put in more effort to speed postgres up, if I can get more input about what will help. -j > -- > Christian Zagrodnick > > gocept gmbh & co. kg - schalaunische strasse 6 - 06366 koethen/anhalt > fon. +49 3496 3099112, +49 179 1463644 > fax. +49 3496 3099118 > > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From tobez at tobez.org Sun May 4 10:05:41 2003 From: tobez at tobez.org (Anton Berezin) Date: Sun, 4 May 2003 16:05:41 +0200 Subject: [rt-users] Re: [rt-devel] DBIx-SearchBuilder 0.81 released In-Reply-To: <20030503124120.GN61306@nexus.ninth-circle.org> References: <20030502114543.GV4018@fsck.com> <20030503124120.GN61306@nexus.ninth-circle.org> Message-ID: <20030504140541.GB31505@heechee.tobez.org> On Sat, May 03, 2003 at 02:41:21PM +0200, Jeroen Ruigrok/asmodai wrote: > -On [20030502 14:02], Jesse Vincent (jesse at bestpractical.com) wrote: > >This version is exactly the same as 0.81_04. It contains changes to > >massively improve performance when using postgresql for complex selects. > > I never saw anyone respond to my emails on the subject where there was > called for testing with pgsql and your newer DBIx::SearchBuilder. In > those emails I said that performance hadn't changed very much to make it > worthwhile. > > So I wonder what changed which makes you say the above? Heh. True, the SearchBuilder pgsql performance appears to be pathetic. We looked together with Phil into the queries & timings, and "SET enable_nestloop = off" thingy transforms one query which took 3.8 sec into a query which takes 0.25 sec. (This can be put into DBIx::SearchBuilder::Handle::Pg inside Connect method). But! There was another query, which took ~27 second, regardless of any planner's settings I could get hold of: SELECT DISTINCT main.* FROM Users main JOIN Principals as Principals_3 ON main.id = Principals_3.id JOIN CachedGroupMembers as CachedGroupMembers_6 ON Principals_3.Id = CachedGroupMembers_6.MemberId JOIN Principals as Principals_1 ON main.id = Principals_1.id JOIN CachedGroupMembers as CachedGroupMembers_7 ON Principals_1.id = CachedGroupMembers_7.MemberId JOIN Principals as Principals_4 ON CachedGroupMembers_6.GroupId = Principals_4.Id, Groups Groups_2, ACL ACL_5 WHERE ((ACL_5.RightName = 'SuperUser')OR(ACL_5.RightName = 'OwnTicket')) AND ((CachedGroupMembers_7.GroupId = '4')) AND ((Principals_1.Disabled = '0')) AND ((Principals_1.PrincipalType = 'User')) AND ((Principals_3.PrincipalType = 'User')) AND (ACL_5.ObjectType = 'RT::System' OR (ACL_5.ObjectType = 'RT::Queue' AND ACL_5.ObjectId = '5') ) AND ( (ACL_5.PrincipalId = Principals_4.Id AND Principals_4.id = Groups_2.Id AND ACL_5.PrincipalType = 'Group' AND (Groups_2.Domain = 'SystemInternal' OR Groups_2.Domain = 'UserDefined' OR Groups_2.Domain = 'ACLEquivalence')) OR ( ( (Groups_2.Domain = 'RT::Queue-Role' AND Groups_2.Instance = '5') OR ( Groups_2.Domain = 'RT::Ticket-Role' AND Groups_2.Instance = '771') ) AND Groups_2.Type = ACL_5.PrincipalType AND Groups_2.Id = Principals_4.id AND Principals_4.PrincipalType = 'Group') ) ORDER BY main.Name ASC; I did not have time since Friday to try and rearrange it, but my gut feeling is that in case of PostgreSQL, it is very profitable to convert such monstrous joins into subselects. \Anton. -- Perl is strongly typed, it just has very few types. -- Dan Sugalski From khera at kcilink.com Sun May 4 15:09:57 2003 From: khera at kcilink.com (Vivek Khera) Date: Sun, 4 May 2003 15:09:57 -0400 Subject: [rt-users] Problem Starting RT with fastcgi In-Reply-To: <20030502235804.146CF3E37@lorax.kciLink.com> References: <16050.57620.645749.164683@yertle.int.kciLink.com> <20030502235804.146CF3E37@lorax.kciLink.com> Message-ID: <16053.25989.876260.758964@yertle.int.kciLink.com> >>>>> "MB" == Manuel Bernardy writes: MB> Hi, >> When you "su" to the user running apache and run the program manually, >> what happens? 99% chance it is a file permissions issue OR an >> environment variable setting issue. MB> Then it says: " Can't do setuid" MB> What does that mean? You don't have a setuid capable perl on your system. From mike at hulsman.net Sun May 4 15:31:39 2003 From: mike at hulsman.net (Mike Hulsman) Date: Sun, 4 May 2003 21:31:39 +0200 Subject: [rt-users] rt-mailgate problem Message-ID: <20030504193139.GR2408@apache.hulsman.net> Hi, i have problems with the rt-mailgate problem Running RedHat9, tried with rt-3.0.1 and rt-3.0.2pre6, DBIx-SearchBuilder-0.80 and 0.81 Apache 2.0.40 with mod_perl-1.99 RT is running fine with the web-interface but get the following error when i try to use the rt-mailgate the error is the same when i use the aliases with postfix and commandline when i pipe an email to the rt-mailgate cat /tmp/1 |/usr/local/rt/bin/rt-mailgate --queue ITems --action correspond --url http://rt.support.items.nl/ RT server error. The RT server which handled your email did not behave as expected. It said: %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explictly superceded by other copyright notices) %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# Unless otherwise specified, all modifications, corrections or %# extensions to this work which alter its source code become the %# property of Best Practical Solutions, LLC when submitted for %# inclusion in the work. %# %# %# END LICENSE BLOCK <%ARGS> $message $queue => 1 $action => "correspond" $ticket => undef <%init> use RT::Interface::Email; my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway( %ARGS); <%flags> inherit => undef # inhibit UTF8 conversion done in /autohandler % if ($status) { 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%> % } -- - Mike I am not now, nor have I ever been, a member of the demigodic party. -- Dennis Ritchie From binand at gmx.net Mon May 5 01:10:15 2003 From: binand at gmx.net (Binand Sethumadhavan) Date: Mon, 5 May 2003 01:10:15 -0400 Subject: [rt-users] Un-merging tickets Message-ID: <20030505051015.GA12858@zeus.cysphere.com> Hi All, a quick question: Is it enough to do update tickets set effectiveid = id where id = 11215; to unmerge ticket no. 11215 from 11190, into which it accidentally got merged? Or are there other places where I should look at? (RT 2.0.15/RHDB 2.1) Binand From hwagener at hamburg.fcb.com Mon May 5 04:28:58 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Mon, 5 May 2003 10:28:58 +0200 Subject: [rt-users] malformed header 'Pragma="no-cache"' with apache-1.3.27 In-Reply-To: <47D2A7A0-7CC5-11D7-BE44-003065DC18B8@hamburg.fcb.com> Message-ID: <9DD86F06-7ED3-11D7-88D8-003065DC18B8@hamburg.fcb.com> On Freitag, Mai 2, 2003, at 07:41 Uhr, Harald Wagener wrote: > > On Freitag, Mai 2, 2003, at 05:51 Uhr, Jesse Vincent wrote: > >> What do you see when you run the fcgi script by hand? > OK, time for a self-lart: Always remember to configure apache correctly, and then start blaming others (vendors, distributors, developers...). Although I did not blame anyone, I only did not understand what I did wrong. Reminder: ExecCGI must be on for fastcgi to work. It wasn't in the default httpd.conf I used for setting up this instance of RT3 Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From gruescher at gmx.de Mon May 5 06:09:56 2003 From: gruescher at gmx.de (=?iso-8859-1?Q?Gerald_R=FCscher?=) Date: Mon, 5 May 2003 12:09:56 +0200 Subject: [rt-users] Int.characters in tickets: bug or config problem? Message-ID: <004601c312ee$7ac827c0$3f69ea83@mathw.unipaderborn.de> Dear all, Regarding RT 3.0.1: we still have severe problems with tickets containing any international characters like ? ? ? ? ? ? ? ? etc. Tickets created by eMails containig such characters are simply broken (only the subject line displays correctly) and replies from the web interface do not work at all (the reply mail seems to be truncated after the first non-7-bit characters) This is very sad because it keeps us from releasing RT to public use. So my question is: 1) Is this a (known) bug? 2) If not: How do I configure RT to handle this stuff correctly? Many thanks f?r any help! Jerry -- Gerald R?scher Lt. Rechnerbetreuung Mathematik ruescher at math.upb.de Universit?t Paderborn Fakult?t V - Mathematik/Informatik/Elektrotechnik Warburger Str. 100 D-33098 Paderborn Tel : 05251/60-2600 Fax : 05251/60-3729 From hwagener at hamburg.fcb.com Mon May 5 06:29:55 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Mon, 5 May 2003 12:29:55 +0200 Subject: [rt-users] Int.characters in tickets: bug or config problem? In-Reply-To: <004601c312ee$7ac827c0$3f69ea83@mathw.unipaderborn.de> Message-ID: <83797BB6-7EE4-11D7-9B90-003065DC18B8@hamburg.fcb.com> On Montag, Mai 5, 2003, at 12:09 Uhr, Gerald R?scher wrote: > Dear all, > > Regarding RT 3.0.1: > > we still have severe problems with tickets containing > any international characters like ? ? ? ? ? ? ? ? etc. > [snip] > This is very sad because it keeps us from releasing RT > to public use. > > So my question is: > > 1) Is this a (known) bug? Yes. Most of the web-related i18n errors seem to have been fixed in RT 3.0.2 pre 5, which is the latest and greatest. Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From rchibois at free.fr Mon May 5 06:29:21 2003 From: rchibois at free.fr (Remy Chibois) Date: Mon, 05 May 2003 12:29:21 +0200 (CEST) Subject: [rt-users] Int.characters in tickets: bug or config problem? In-Reply-To: <004601c312ee$7ac827c0$3f69ea83@mathw.unipaderborn.de> References: <004601c312ee$7ac827c0$3f69ea83@mathw.unipaderborn.de> Message-ID: <1052130561.3eb63d019383d@imp.free.fr> Quoting Gerald R?scher : I also had similar issues. However, after a bit of tweaking, the system is now usable, with working international characters both from e-mails and web interface. I maintain a small patch here.. What's the best way to "release" it and have Jesse take a look at it ? In the hope this will be useful.. > Dear all, > > Regarding RT 3.0.1: > > we still have severe problems with tickets containing > any international characters like ? ? ? ? ? ? ? ? etc. > > Tickets created by eMails containig such characters are > simply broken (only the subject line displays correctly) > and replies from the web interface do not work at all > (the reply mail seems to be truncated after the first > non-7-bit characters) > > This is very sad because it keeps us from releasing RT > to public use. > > So my question is: > > 1) Is this a (known) bug? > > 2) If not: How do I configure RT to handle this stuff correctly? > > Many thanks f?r any help! > > Jerry > -- > Gerald R?scher > Lt. Rechnerbetreuung Mathematik > ruescher at math.upb.de > > Universit?t Paderborn > Fakult?t V - Mathematik/Informatik/Elektrotechnik > Warburger Str. 100 > D-33098 Paderborn > Tel : 05251/60-2600 > Fax : 05251/60-3729 > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 Mon May 5 06:59:13 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Mon, 5 May 2003 12:59:13 +0200 Subject: [rt-users] problem with REST/1.0/NoAuth/mail-gateway Message-ID: <9B2246B2-7EE8-11D7-9B90-003065DC18B8@hamburg.fcb.com> Hello, I am totally in the dark here. Trying to create a ticket by email does not work. Calling the following URL http://rt.hamburg.fcb.com/REST/1.0/NoAuth/mail-gateway?message=bla (typing it manually into my browser) yields an error message beginning with: error: Undefined subroutine &RT::Interface::Email::Gateway called at /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 32. 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 /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:32 /opt/rt3/share/html/autohandler:59 Any hints? I seem to get confused more and more the longer I work on RT3... Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From mike at hulsman.net Mon May 5 07:21:31 2003 From: mike at hulsman.net (Mike Hulsman) Date: Mon, 5 May 2003 13:21:31 +0200 (CEST) Subject: [rt-users] rt-mailgate problem In-Reply-To: <20030504193139.GR2408@apache.hulsman.net> References: <20030504193139.GR2408@apache.hulsman.net> Message-ID: <13344.145.72.78.35.1052133691.squirrel@www.hulsman.net> Ok I know that i'm replying to myself, but i found the error what has caused this. It was a misconfiguration of my apache 2. In Apache 2 you must have the following entries in the httpd.conf SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason If you try to fetch with a browser http:///REST/1.0/NoAuth/mail-gateway and get only text on your screen, your apache is configured wrong. If instead you get an MASON error, it is probably configured the right way. > Hi, i have problems with the rt-mailgate problem > Running RedHat9, tried with rt-3.0.1 and rt-3.0.2pre6, > DBIx-SearchBuilder-0.80 and 0.81 > Apache 2.0.40 with mod_perl-1.99 > RT is running fine with the web-interface but get the following error when > i try to use the > rt-mailgate the error is the same when i use the aliases with postfix and > commandline when i pipe > an email to the rt-mailgate > > > cat /tmp/1 |/usr/local/rt/bin/rt-mailgate --queue ITems --action > correspond --url http://rt.support.items.nl/ > RT server error. > > The RT server which handled your email did not behave as expected. It > said: > > %# BEGIN LICENSE BLOCK > %# > %# Copyright (c) 1996-2003 Jesse Vincent > %# > %# (Except where explictly superceded by other copyright notices) > %# > %# This work is made available to you under the terms of Version 2 of > %# the GNU General Public License. A copy of that license should have > %# been provided with this software, but in any event can be snarfed > %# from www.gnu.org. > %# > %# This work is distributed in the hope that it will be useful, but > %# WITHOUT ANY WARRANTY; without even the implied warranty of > %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU > %# General Public License for more details. > %# > %# Unless otherwise specified, all modifications, corrections or > %# extensions to this work which alter its source code become the > %# property of Best Practical Solutions, LLC when submitted for > %# inclusion in the work. > %# > %# > %# END LICENSE BLOCK > <%ARGS> > $message > $queue => 1 > $action => "correspond" > $ticket => undef > > <%init> > use RT::Interface::Email; > my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway( %ARGS); > > <%flags> > inherit => undef # inhibit UTF8 conversion done in /autohandler > > % if ($status) { > 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%> > % } > > -- > - Mike > > I am not now, nor have I ever been, a member of the demigodic party. > -- Dennis Ritchie > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 anders.ekstrand at drutt.com Mon May 5 08:24:11 2003 From: anders.ekstrand at drutt.com (Anders Ekstrand) Date: Mon, 5 May 2003 14:24:11 +0200 Subject: [rt-users] Problem migrating large tickets with rt2-to-rt3-v1.11 Message-ID: <605509268B2AE24D8A2D44136CADEC5F426304@gemini.drutt.net> Hi, I have problems migrating from rt2 to rt3 using rt2-to-rt3-v1.11. During the import phase, some of the tickets with large attachements generate the following messages: May 5 14:07:48 localhost RT: Malformed UTF-8 character (unexpected continuation byte 0x82, 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) Could this be a locale problem, or a perl version mismatch? Any idea? Regards - Anders Ekstrand -------------- next part -------------- An HTML attachment was scrubbed... URL: From anders.ekstrand at drutt.com Mon May 5 09:09:51 2003 From: anders.ekstrand at drutt.com (Anders Ekstrand) Date: Mon, 5 May 2003 15:09:51 +0200 Subject: [rt-users] Problem migrating large tickets with rt2-to-rt3-v1 .11 Message-ID: <605509268B2AE24D8A2D44136CADEC5F426305@gemini.drutt.net> Doh! I found the problem. I had different LANG set on the old and the new host... Regards - Anders Ekstrand -----Original Message----- From: Anders Ekstrand [mailto:anders.ekstrand at drutt.com] Sent: den 5 maj 2003 14:24 To: 'rt-users at lists.fsck.com' Subject: [rt-users] Problem migrating large tickets with rt2-to-rt3-v1.11 Hi, I have problems migrating from rt2 to rt3 using rt2-to-rt3-v1.11. During the import phase, some of the tickets with large attachements generate the following messages: May 5 14:07:48 localhost RT: Malformed UTF-8 character (unexpected continuation byte 0x82, 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) Could this be a locale problem, or a perl version mismatch? Any idea? Regards - Anders Ekstrand -------------- next part -------------- An HTML attachment was scrubbed... URL: From cz at gocept.com Mon May 5 09:46:34 2003 From: cz at gocept.com (Christian Zagrodnick) Date: Mon, 5 May 2003 15:46:34 +0200 Subject: [rt-users] Re: [rt-devel] DBIx-SearchBuilder 0.81 released In-Reply-To: <20030504124850.GQ28117@fsck.com> References: <20030503124120.GN61306@nexus.ninth-circle.org> <5FB5C918-7D65-11D7-819B-0003931A964A@kineticode.com> <20030504054900.GL28117@fsck.com> <20030504103655.GA13885@gocept.com> <20030504124850.GQ28117@fsck.com> Message-ID: <20030505134634.GA28974@gocept.com> I think this query is optimised enough for now. At least it takes less than a second. I'll look for other queries during the week. On Sun, May 04, 2003 at 08:48:50AM -0400, Jesse Vincent wrote: > > > > > A number of folks wrote me to say that they saw dramatic speedups with > > > the new searchbuilder. I would, of course, appreciate additional help > > > tuning for postgres. I know there's been a suggested column type change > > > in the ACL system for faster querying which I haven't had a chance to > > > lookup, but more work by the folks who know postgres well would be > > > appreciated. > > > > Well yes, it dropped from `i-don't-know' to 8 minutes with this giant > > query. Creating two additional indexes dropped it further to about 1 > > minute -- which is still too slow. Certainly I could rewrite some query > > manually to get some speedups if it helps (i.e. if it is integratable > > into RT or SearchBuilder). > > Actually, I'd appreciate it if you could have a look at: > > http://lists.fsck.com/pipermail/rt-devel/2003-April/003697.html > > > I think we're currently around aidan's partially-optimized query. > Would you mind having a look and seeing if you can improve on his work? > I'm happy to put in more effort to speed postgres up, if I can get more > input about what will help. > > -j > > > > -- > > Christian Zagrodnick > > > > gocept gmbh & co. kg - schalaunische strasse 6 - 06366 koethen/anhalt > > fon. +49 3496 3099112, +49 179 1463644 > > fax. +49 3496 3099118 > > > > > > > > -- > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. > -- Christian Zagrodnick gocept gmbh & co. kg - schalaunische strasse 6 - 06366 koethen/anhalt fon. +49 3496 3099112, +49 179 1463644 fax. +49 3496 3099118 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From Bernhard.Schmalhofer at biomax.de Mon May 5 11:16:48 2003 From: Bernhard.Schmalhofer at biomax.de (Bernhard Schmalhofer) Date: Mon, 05 May 2003 17:16:48 +0200 Subject: [rt-users] Jesse at the Munich Perl Mongers on May 10th Message-ID: <3EB68060.7010103@biomax.de> Hi, this is just an announcement for the rt-users in and around Munich. In the course of his exhaustive European tour, Jesse Vincent is giving a talk for the Munich Perl Mongers, http://munich.pm.org. So every interested in meeting Jesse is very welcome to attend this talk. The location is a seperate room in a nice Wirtshaus, near the U3-station Thalkirchen: Schachner Hof Pogner Str. 5 Munich, Germany The date is Saturday May 10th at 19:00. Those planning to attend, please drop me a line, in order to get an overview of how many people will come. CU, Bernhard -- ************************************************* Bernhard Schmalhofer Senior Developer Biomax Informatics AG Lochhamer Str. 11 82152 Martinsried, Germany Tel: +49 89 89 55 74 - 839 Fax: +49 89 89 55 74 - 25 PGP: https://ssl.biomax.de/pgp/ Email: mailto:Bernhard.Schmalhofer at biomax.de Web: http://www.biomax.de ************************************************* From mariana.lopes at multicert.com Mon May 5 11:45:46 2003 From: mariana.lopes at multicert.com (Mariana Martins Lopes) Date: Mon, 05 May 2003 16:45:46 +0100 Subject: [rt-users] Couldn't create a ticket (/opt/rt3/lib/RT/Ticket_Overlay.pm:482) Message-ID: <3EB6872A.7060302@multicert.com> Hi! I installed RT3, with PostgreSQL and uploaded my DB, from RT2. Now, I can create queues, users, etc, but I can't create tickets! When I try to do it, I get the following error, in Apache's error log: [Mon May 5 15:59:01 2003] [crit]: Couldn't create a ticket (/opt/rt3/lib/RT/Ticket_Overlay.pm:482) [Mon May 5 15:59:01 2003] [error]: WebRT: Ticket could not be created due to an internal error () (/opt/rt3/share/html/Elements/Error:53) Anybody can give me a help, about this? Thanks! 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 jesse at bestpractical.com Mon May 5 13:34:29 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 5 May 2003 13:34:29 -0400 Subject: [rt-users] Int.characters in tickets: bug or config problem? In-Reply-To: <1052130561.3eb63d019383d@imp.free.fr> References: <004601c312ee$7ac827c0$3f69ea83@mathw.unipaderborn.de> <1052130561.3eb63d019383d@imp.free.fr> Message-ID: <20030505173429.GY28117@fsck.com> On Mon, May 05, 2003 at 12:29:21PM +0200, Remy Chibois wrote: > I also had similar issues. > However, after a bit of tweaking, the system > is now usable, with working international characters > both from e-mails and web interface. > > I maintain a small patch here.. What's the best way > to "release" it and have Jesse take a look at it ? > > In the hope this will be useful.. I'd recommend sending it to rt-3.0-bugs at fsck.com and rt-devel at lists.fsck.com. But I'd a?lso appreciate it if you can verifya that it?s still an issue with 3.0.2pre5. (Sorry for the german keyboard induced typos) jesse From jboese at is-consult.de Mon May 5 14:00:39 2003 From: jboese at is-consult.de (Joos-Hendrik Boese) Date: Mon, 5 May 2003 20:00:39 +0200 (CEST) Subject: [rt-users] wrong outgoing email addresses Message-ID: Hi, I'm running rt2.0 with postfix 1.1 and Apache 1.3. Whenever rt tries to send a mail to a requestor or a watcher it sets the from header of the email to @mydomain.ldt and not to @mydomain.ldt . I've searched the list archives and found similiar problems with rt3.0 and postfix. With rt3.0 the solution seemed to be to add the -f flag to the sendmail calls in SendEmail.pm and Email.pm . Is this the same for rt2.0 ? I'm not really familiar with perl so I would really appreciate a hint how to add this flag to the perl code. Cheers Joos From jo2y at midnightlinux.com Mon May 5 14:14:44 2003 From: jo2y at midnightlinux.com (James O'Kane) Date: Mon, 5 May 2003 14:14:44 -0400 (EDT) Subject: [rt-users] problem with REST/1.0/NoAuth/mail-gateway In-Reply-To: <9B2246B2-7EE8-11D7-9B90-003065DC18B8@hamburg.fcb.com> Message-ID: On Mon, 5 May 2003, Harald Wagener wrote: > error: Undefined subroutine &RT::Interface::Email::Gateway called at > /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 32. I'm still not an expert yet, so these suggestions might be wrong. It seems like /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway is not finding the library path where RT was installed. Do any of the webpage work? This is the wrong way to fix it, but might help debug the problem. Try putting: use lib ("/opt/rt3/lib"); before that line that errors. (stop and start the webserver. Don't just do a apachectl restart) If that fixes it, then the problem is apache/mod_perl/fast_cgi or however you have the web interface setup doesn't have that library path where it needs it. -james From jeff.hailer at eds.com Mon May 5 15:53:12 2003 From: jeff.hailer at eds.com (Hailer, Jeff) Date: Mon, 5 May 2003 15:53:12 -0400 Subject: [rt-users] RT 3.0.1 and select multiple list boxes Message-ID: I'm having a problem with RT 3.0.1 (Perl 5.6.1, Solaris 8) None of the multiple selection list boxes work. When setting ACLs, the error is "Invalid right". If I select rights one at a time it works fine. When selecting items from custom fields, it displays "ARRAY(0x7feb58)" or something similar. The application appears to function normally otherwise. Any Ideas? Thanks! Jeff From jesse at bestpractical.com Mon May 5 15:56:00 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 5 May 2003 15:56:00 -0400 Subject: [rt-users] RT 3.0.1 and select multiple list boxes In-Reply-To: References: Message-ID: <20030505195600.GA28117@fsck.com> Can you update to 3.0.2pre5 and tell me whether that fixes it (http://bestpractical.com/pub/rt/devel/ On Mon, May 05, 2003 at 03:53:12PM -0400, Hailer, Jeff wrote: > I'm having a problem with RT 3.0.1 (Perl 5.6.1, Solaris 8) > > None of the multiple selection list boxes work. > When setting ACLs, the error is "Invalid right". If I select rights > one at a time it works fine. > When selecting items from custom fields, it displays > "ARRAY(0x7feb58)" or something similar. > > The application appears to function normally otherwise. > > Any Ideas? > > Thanks! > Jeff > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 bernardy at nexus-netsoft.com Mon May 5 16:46:43 2003 From: bernardy at nexus-netsoft.com (Manuel Bernardy) Date: Mon, 5 May 2003 22:46:43 +0200 Subject: [rt-users] Please Help. RT does not work! Message-ID: <20030505204831.B28D81114C@pallas.eruditorum.org> Hi, i recently posted my problem, but i could not solve it until today :-(. I have RT 3.0.2pre5 installed and try to run it with fastcgi on my apache 1.3.27 with suexec. Here is what error_log says: [Mon May 5 22:41:26 2003] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 secon ds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon May 5 22:41:26 2003] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (uid 509, gid 103) restarted (pid 19103) [Mon May 5 22:41:26 2003] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 19103) terminated by calling exit wi th status '114' [Mon May 5 22:41:26 2003] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 secon ds given 3 attempts, its restart interval has been backed off to 600 seconds Apaches Configuration is: User www Group www SSLDisable LoadModule rewrite_module libexec/mod_rewrite.so LoadModule php4_module libexec/libphp4.so LoadModule fastcgi_module libexec/mod_fastcgi.so AddModule mod_fastcgi.c FastCgiWrapper /usr/local/apache/bin/suexec FastCgiIpcDir /var/lib/httpd AddHandler fastcgi-script .fcgi AddHandler cgi-script .cgi .pl AddType application/x-httpd-php .php .php3 .php4 .phtml AddDefaultCharset UTF-8 FastCgiServer /opt/rt3/bin/mason_handler.fcgi Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ Suidperl: -rwsr-xr-x 2 root root 1126686 Sep 9 2002 suidperl If I run mason_handler.fcgi under rt directly I get html output. If I try to run it via apache, nothing happens for minutes then I get an internal server error 500. Please, can anyone help? Thank you very much! Manuel Bernardy -------------- next part -------------- An HTML attachment was scrubbed... URL: From nick at strongholdtech.com Mon May 5 17:17:23 2003 From: nick at strongholdtech.com (Nicolae P. Costescu) Date: Mon, 05 May 2003 17:17:23 -0400 Subject: [rt-users] Anyone else having problems w/attachments? Message-ID: <4.3.2.7.2.20030505171631.047d1850@mail.qrts.com> I can open old attachments (put in with rt 2.0.9) fine. But new attachments put in with 3.0.0 do not open, they show up as encoded text. Anyone else seen this - and do you have a fix? Thanks! **************************************************** Nicolae P. Costescu, Ph.D. / Senior Developer Stronghold Technologies 46040 Center Oak Plaza, Suite 160 / Sterling, Va 20166 Tel: 571-434-1472 / Fax: 571-434-1478 From jgedeon at qualcomm.com Mon May 5 20:11:06 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Mon, 05 May 2003 17:11:06 -0700 Subject: [rt-users] Un-merging tickets In-Reply-To: <20030505051015.GA12858@zeus.cysphere.com> Message-ID: <5.1.0.14.2.20030505170509.00ae48b8@unixmail.qualcomm.com> I think that is enough but i am not sure since there is also an effectiveticket field in the transactions table but it doesn't look like that ever gets set. I would say that if you changed the effectiveid of 11215 from 11190 to 11215 it would unmerge the two tickets. John At 10:10 PM 5/4/2003, you wrote: >Hi All, > >a quick question: Is it enough to do > >update tickets set effectiveid = id where id = 11215; > >to unmerge ticket no. 11215 from 11190, into which it accidentally >got merged? Or are there other places where I should look at? > >(RT 2.0.15/RHDB 2.1) > >Binand > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.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 krmm at nordkapp.net Tue May 6 05:03:55 2003 From: krmm at nordkapp.net (Kristian =?ISO-8859-1?Q?R=F8nningen?=) Date: 06 May 2003 11:03:55 +0200 Subject: [rt-users] Int.characters in tickets: bug or config problem? In-Reply-To: <20030505173429.GY28117@fsck.com> References: <004601c312ee$7ac827c0$3f69ea83@mathw.unipaderborn.de> <1052130561.3eb63d019383d@imp.free.fr> <20030505173429.GY28117@fsck.com> Message-ID: <1052211834.827.39.camel@cream> On Mon, 2003-05-05 at 19:34, Jesse Vincent wrote: > lists.fsck.com. But I'd a?lso appreciate it if you can verifya that it?s > still an issue with 3.0.2pre5. (Sorry for the german keyboard induced I recently upgraded from 3.0.0 to 3.0.2pre5, hoping norwegian characters would work, but I am still seeing the same problems as I used to. I noticed that during 'make upgrade' it failed to find some files in './local/' somewhere, I don't know if that could be part of the problem, since that directory wasn't in the tarball. (I can probably find the full error-message(s) if you want.) These are my emailencoding-options in RT_SiteConfig.pm: @EmailInputEncodings = qw(iso-8859-1 utf-8 us-ascii) unless (@EmailEncodings); Set($EmailOutputEncoding , 'iso-8859-1'); And this is in my VirtualHost-section in httpd.conf: AddDefaultCharset UTF-8 (Should this be changed to ISO-8859-1?) A few other things I noticed after some testing is when viewing a ticket where the requestors name has norwegian characters in it, the name shows up as "More about Kristian =?ISO-8859-1?Q?R=F8nningen?=" And an even stranger thing - I replied to a ticket with the text: a ? a b ? b c ? c And when I get back to the ticket-page, my reply looks like this: a ? a ? b ? c The first "b" and "c" are gone! (The space is still there, but doesn't show up in html, only in the mailed reply.) Also, the From: header contains this: =?ISO-8859-1?B?IktyaXN0aWFuIFL4bm5pbmdlbiB2aWEgUlQiIDxub3Jka2FwcEBub3Jka2FwcC5uZXQ+?=@sm1.nordkapp.net Didn't find anything in the docs that explains why it is like that. Hope this helps in some way -- Kristian R?nningen From hwagener at hamburg.fcb.com Tue May 6 05:44:04 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 6 May 2003 11:44:04 +0200 Subject: FIXED: [rt-users] problem with REST/1.0/NoAuth/mail-gateway In-Reply-To: Message-ID: <464C5DEE-7FA7-11D7-B038-003065DC18B8@hamburg.fcb.com> > On Mon, 5 May 2003, Harald Wagener wrote: >> error: Undefined subroutine &RT::Interface::Email::Gateway called >> at >> /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 32. > The error is with my perl installation/locale setup. Apparently, the perl 5.8 provided by redhat does not like modules compiled with LANG=en_US.UTF8 set. Reinstalling the modules with LANG=C helped me alot further along the path. Now RT 3 is usable (after a down time of 3 work days), and the only problems I still have seem to be ones that everyone else using international characters has (knock on wood). Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From hwagener at hamburg.fcb.com Tue May 6 05:48:33 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 6 May 2003 11:48:33 +0200 Subject: [rt-users] Int.characters in tickets: bug or config problem? In-Reply-To: <1052211834.827.39.camel@cream> Message-ID: I experience similar problems, though they might be aggravated due to my b0rked perl installation (I am going to replace perl by a self built version soon). - Tickets that only contain special characters (for example '????' to test) will have an empty body. - Other characters don't seem to be recoded correctly: ?????????????????? EEEEEEEEEEEEEE EEEEEEEEEEEEEEEEEE ?????????????? E?E?E?E ?????? ????? will become ?????????????????????????????????????????????????????? EEEEEEEEEEEEEE EEEEEEEEEEEEEEEEEE ?????????????????????????????????????????? E???E???E???E ?????????? ????????? -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From gruescher at gmx.de Tue May 6 05:59:36 2003 From: gruescher at gmx.de (=?utf-8?Q?Gerald_R=C3=BCscher?=) Date: Tue, 6 May 2003 11:59:36 +0200 Subject: [rt-users] Int.characters in tickets: bug or config problem? In-Reply-To: Message-ID: <003701c313b6$33e5ce20$3f69ea83@mathw.unipaderborn.de> Harald Wagener: > I experience similar problems, though they might be aggravated due to > my b0rked perl installation (I am going to replace perl by a > self built version soon). > > - Tickets that only contain special characters (for example '????' to > test) will have an empty body. > > - Other characters don't seem to be recoded correctly: > > ?????????????????? EEEEEEEEEEEEEE > EEEEEEEEEEEEEEEEEE ?????????????? > E?E?E?E > ?????? > ????? > > will become > > ?????????????????????????????????????????????????????? EEEEEEEEEEEEEE > EEEEEEEEEEEEEEEEEE ?????????????????????????????????????????? > E???E???E???E > ?????????? > ????????? I desperately hope that Remy's patch will fix these problems. Frankly, has *anyone* managed to set up RT3 to work in an "international" environment? RT2 was fine though. Jerry -- Gerald R?scher Lt. Rechnerbetreuung Mathematik ruescher at math.upb.de Universit?t Paderborn Fakult?t V - Mathematik/Informatik/Elektrotechnik Warburger Str. 100 D-33098 Paderborn Tel : 05251/60-2600 Fax : 05251/60-3729 From sw-lists at onyx.net Tue May 6 08:52:50 2003 From: sw-lists at onyx.net (Simon Woodward) Date: 06 May 2003 13:52:50 +0100 Subject: [rt-users] RT 3.0 Speed In-Reply-To: <20030423094716.A24795@shaitan.lightconsulting.com> References: <4.3.2.7.2.20030422231703.028c5ec0@mail.qrts.com> <20030423094716.A24795@shaitan.lightconsulting.com> Message-ID: <1052225570.15106.13393.camel@brockrigg.onyx.net> Hi, I have just completed a transfer from 2 to 3 and I am seeing something very similar: Single Athlon 1Ghz 512Mb RAM RT 3.0.1 Apache 1.3.27 MySQL 4.0.12 Linux 2.2.17 perl 5.8.0 mod_perl 1.27 HTML-Mason-1.19 All perl dependencies etc met, (see below for output). MySQL specific configuration: datadir=/usr/local/var/mysql innodb_data_file_path=ibdata1:10M:autoextend:max:2000M innodb_buffer_pool_size=128M innodb_additional_mem_pool_size=32M innodb_log_buffer_size=8M innodb_flush_log_at_trx_commit=1 RT3 is just running dog slow, on the same system that runs RT2 at a decent speed. The only difference I can say other than the difference between RT2 and RT3 is that RT3 is using InnoDB where as RT2 was not. I've never used InnoDB before, so am ploughing through MySQL manuals and looking at performance tweaks, however it can take 30 seconds to a minut + to load the first screen, and similar for any action that uses the DB. Any suggestions, pointers or whatever, (aside from RTFM, cos I am doing ... lots) ... I would greatly appreciate it. But I can sympathise with Dan as I am getting lots of grief and its at times taking the box right over and slowing everything else down that runs on it. Cheers, Simon. == Dependency Output: == 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 MAILGATE dependencies: HTML::TreeBuilder ...found HTML::FormatText ...found Getopt::Long ...found LWP::UserAgent ...found MODPERL1 dependencies: CGI ...found Apache::Request ...found Apache::DBI ...found CLI dependencies: Getopt::Long 2.24...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 1.04...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 ...found DEV dependencies: Regexp::Common ...found Time::HiRes ...found Test::Inline ...found WWW::Mechanize ...found MYSQL dependencies: DBD::mysql 2.1018...found From Andrew.Sammut at betfair.com Tue May 6 09:14:55 2003 From: Andrew.Sammut at betfair.com (Andrew Sammut) Date: Tue, 6 May 2003 14:14:55 +0100 Subject: [rt-users] Mail from a User Not In Database fails Message-ID: <45F4C665C2EEE7488F64D918AD803595398D66@exchange.sportex.com> Hi all, I have a fresh installation of RT3, and I seem to be having an oddity with the creation of tickets by non-registered users. Now, I've trawled through RT_Config.pm and have found SenderMustExistInDatabase, which is false (undef) by default. Unfortunately, this doesn't seem to matter whether I've defined it or not. System logs report the following error. May 6 14:00:50 dropbear RT: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (/var/www/webrt/lib/RT/Interface/Email.pm:483) I added a bit of debug information into the error returned by Email.pm and that tells me that $CurrentUser is null. Can anyone offer any assistance at all? I am running RT 3.0.1 on Redhat Linux 8.0 (apache + fastcgi and perl 5.8). Cheerio, Andrew -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue May 6 09:15:05 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 6 May 2003 09:15:05 -0400 Subject: [rt-users] RT 3.0 Speed In-Reply-To: <1052225570.15106.13393.camel@brockrigg.onyx.net> References: <4.3.2.7.2.20030422231703.028c5ec0@mail.qrts.com> <20030423094716.A24795@shaitan.lightconsulting.com> <1052225570.15106.13393.camel@brockrigg.onyx.net> Message-ID: <20030506131505.GE28117@fsck.com> On Tue, May 06, 2003 at 01:52:50PM +0100, Simon Woodward wrote: > Hi, > > I have just completed a transfer from 2 to 3 and I am seeing something > very similar: > > Single Athlon 1Ghz > 512Mb RAM > RT 3.0.1 > Apache 1.3.27 > MySQL 4.0.12 > Linux 2.2.17 > perl 5.8.0 > mod_perl 1.27 > HTML-Mason-1.19 > All perl dependencies etc met, (see below for output). > > MySQL specific configuration: > > datadir=/usr/local/var/mysql > innodb_data_file_path=ibdata1:10M:autoextend:max:2000M > innodb_buffer_pool_size=128M > innodb_additional_mem_pool_size=32M I don't have the mysql docs in front of me, but these feel low. > innodb_log_buffer_size=8M > innodb_flush_log_at_trx_commit=1 > > RT3 is just running dog slow, on the same system that runs RT2 at a > decent speed. The only difference I can say other than the difference > between RT2 and RT3 is that RT3 is using InnoDB where as RT2 was not. > > I've never used InnoDB before, so am ploughing through MySQL manuals and > looking at performance tweaks, however it can take 30 seconds to a minut > + to load the first screen, and similar for any action that uses the DB. Things that would be useful to know: How much free memory on the box? Is it swapping? How many rows in your: Users, Groups, GroupMembers, CachedGroupMembers, Queues, ACL, Tickets and Transactions tables? What load is the box running at? Are you sure the RT tables are actually innodb? Mysql may silently ignore the innodb directive if you don't have it configured right. What mysql queries appear to be taking a long time? -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Tue May 6 09:15:59 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 6 May 2003 09:15:59 -0400 Subject: [rt-users] Mail from a User Not In Database fails In-Reply-To: <45F4C665C2EEE7488F64D918AD803595398D66@exchange.sportex.com> References: <45F4C665C2EEE7488F64D918AD803595398D66@exchange.sportex.com> Message-ID: <20030506131559.GF28117@fsck.com> Have you read the manual from http://bestpractical.com/rt/docs.html? You need to grant unprivileged users some rights to let them create tickets. On Tue, May 06, 2003 at 02:14:55PM +0100, Andrew Sammut wrote: > > > Hi all, > > > > I have a fresh installation of RT3, and I seem to be having an oddity > with the creation of tickets by non-registered users. Now, I've trawled > through RT_Config.pm and have found SenderMustExistInDatabase, which is > false (undef) by default. Unfortunately, this doesn't seem to matter > whether I've defined it or not. > > > > System logs report the following error. > > > > May 6 14:00:50 dropbear RT: RT could not load a valid user, and RT's > configuration does not allow for the creation of a new user for your > email. (/var/www/webrt/lib/RT/Interface/Email.pm:483) > > > > I added a bit of debug information into the error returned by Email.pm > and that tells me that $CurrentUser is null. > > > > Can anyone offer any assistance at all? > > > > I am running RT 3.0.1 on Redhat Linux 8.0 (apache + fastcgi and perl > 5.8). > > > > Cheerio, > > Andrew > > > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From sw-lists at onyx.net Tue May 6 09:33:53 2003 From: sw-lists at onyx.net (Simon Woodward) Date: 06 May 2003 14:33:53 +0100 Subject: [rt-users] RT 3.0 Speed In-Reply-To: <20030506131505.GE28117@fsck.com> References: <4.3.2.7.2.20030422231703.028c5ec0@mail.qrts.com> <20030423094716.A24795@shaitan.lightconsulting.com> <1052225570.15106.13393.camel@brockrigg.onyx.net> <20030506131505.GE28117@fsck.com> Message-ID: <1052228032.15103.13456.camel@brockrigg.onyx.net> Hi Jesse, > I don't have the mysql docs in front of me, but these feel low. I tried higher, but the box just didn't have the available resources. This server also runs our intranet and Samba file shares for our internal network, however it managed to run RT2 with no problem, even using MySQL 4 (MYI, not InnoDB however) So it didn't like assigning 256M etc of memory to just mysql. (Samba and intranet have run on this server no problem for ages and hardly take up any resources). > Things that would be useful to know: > How much free memory on the box? Is it swapping? ;-), with the settings above, yup, its using it all, and its mysql thats grabbing it ... and yes it is swapping ... which I accept is a cause for it being slow, however yet again, it was fine under RT2 > How many rows in your: Users, Groups, GroupMembers, > CachedGroupMembers, Queues, ACL, Tickets and Transactions > tables? Users: 12828 Groups: 170161 } Errr, does this not look too large ? GroupMembers: 114993 } This data is a fresh import from the CachedGroupMembers: 387317 } rt2 dumped data using your util. Queues: 20 ACL: 201 Tickets: 39308 Transactions: 149330 > What load is the box running at? On average, its looking about 1.5 (which is abnormal), but its going up between 10-40 as it gets busy, and its all mysql. 2:31pm up 8 days, 4:41, 3 users, load average: 2.62, 2.42, 3.81 112 processes: 109 sleeping, 3 running, 0 zombie, 0 stopped CPU states: 69.8% user, 2.5% system, 0.0% nice, 27.5% idle Mem: 517176K av, 507700K used, 9476K free, 141460K shrd, 50604K buff Swap: 136512K av, 77728K used, 58784K free 116040K cached PID USER PRI NI SIZE RSS SHARE STAT LIB %CPU %MEM TIME COMMAND 14849 mysqld 20 0 97664 95M 2564 R 296 62.2 18.8 1:17 mysqld > Are you sure the RT tables are actually innodb? Mysql may > silently ignore the innodb directive if you don't have it > configured right. Yes. I am new to InnoDB, however it seems to be: -rw-rw---- 1 mysqld daemon 673185792 May 6 14:28 ibdata1 -rw-rw---- 1 mysqld daemon 5242880 May 6 14:28 ib_logfile0 -rw-rw---- 1 mysqld daemon 5242880 May 6 14:28 ib_logfile1 root at cropton:/usr/local/var/mysql# du -sk rt3 484 rt3 root at cropton:/usr/local/var/mysql/rt3# ls -altr total 488 -rw-rw---- 1 mysqld daemon 9006 May 4 20:56 Queues.frm -rw-rw---- 1 mysqld daemon 8656 May 4 20:56 Principals.frm -rw-rw---- 1 mysqld daemon 8838 May 4 20:56 Links.frm -rw-rw---- 1 mysqld daemon 8920 May 4 20:56 Attachments.frm -rw-rw---- 1 mysqld daemon 9744 May 4 20:57 Users.frm -rw-rw---- 1 mysqld daemon 8856 May 4 20:57 Transactions.frm -rw-rw---- 1 mysqld daemon 9388 May 4 20:57 Tickets.frm -rw-rw---- 1 mysqld daemon 9134 May 4 20:57 Scrips.frm -rw-rw---- 1 mysqld daemon 8876 May 4 20:57 ScripConditions.frm -rw-rw---- 1 mysqld daemon 8696 May 4 20:57 Groups.frm -rw-rw---- 1 mysqld daemon 8612 May 4 20:57 GroupMembers.frm -rw-rw---- 1 mysqld daemon 8716 May 4 20:57 CachedGroupMembers.frm -rw-rw---- 1 mysqld daemon 8812 May 4 20:57 ACL.frm -rw-rw---- 1 mysqld daemon 8622 May 4 20:57 sessions.frm -rw-rw---- 1 mysqld daemon 8786 May 4 20:57 TicketCustomFieldValues.frm -rw-rw---- 1 mysqld daemon 8906 May 4 20:57 Templates.frm -rw-rw---- 1 mysqld daemon 8820 May 4 20:57 ScripActions.frm -rw-rw---- 1 mysqld daemon 8868 May 4 20:57 CustomFields.frm -rw-rw---- 1 mysqld daemon 8824 May 4 20:57 CustomFieldValues.frm drwx------ 2 mysqld daemon 4096 May 4 20:57 ./ drwx------ 18 mysqld daemon 4096 May 6 13:43 ../ -rw-rw---- 1 mysqld daemon 24576 May 6 14:29 sessions.MYI -rw-rw---- 1 mysqld daemon 227348 May 6 14:29 sessions.MYD > What mysql queries appear to be taking a long time? TBH, everything, from logging in, to displaying a ticket ... however it should be noted that those select count(*)'s I did for you above were quick, so I suspect we're talking about queries involving joins, but I haven't got anything more specific than that. Cheers, Simon. From autrijus at autrijus.org Tue May 6 09:37:22 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Tue, 6 May 2003 21:37:22 +0800 Subject: [rt-users] RT 3.0 Speed In-Reply-To: <1052225570.15106.13393.camel@brockrigg.onyx.net> References: <4.3.2.7.2.20030422231703.028c5ec0@mail.qrts.com> <20030423094716.A24795@shaitan.lightconsulting.com> <1052225570.15106.13393.camel@brockrigg.onyx.net> Message-ID: <20030506133722.GB18531@aut.dyndns.org> On Tue, May 06, 2003 at 01:52:50PM +0100, Simon Woodward wrote: > datadir=/usr/local/var/mysql > innodb_data_file_path=ibdata1:10M:autoextend:max:2000M > innodb_buffer_pool_size=128M > innodb_additional_mem_pool_size=32M > innodb_log_buffer_size=8M > innodb_flush_log_at_trx_commit=1 Here's my configuration for the Win32 binary distribution, and the performance is rather good: my %Conf = ( key_buffer_size => '256M', table_cache => '64', query_cache_size => '4M', max_allowed_packet => '1M', sort_buffer => '1M', record_buffer => '1M', innodb_buffer_pool_size => '256M', innodb_additional_mem_pool_size => '20M', ); So it looks like you forgot the first two config, which is arguably the most critical pair. /Autrijus/ From autrijus at autrijus.org Tue May 6 09:39:37 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Tue, 6 May 2003 21:39:37 +0800 Subject: [rt-users] RT 3.0 Speed In-Reply-To: <1052225570.15106.13393.camel@brockrigg.onyx.net> References: <4.3.2.7.2.20030422231703.028c5ec0@mail.qrts.com> <20030423094716.A24795@shaitan.lightconsulting.com> <1052225570.15106.13393.camel@brockrigg.onyx.net> Message-ID: <20030506133937.GC18531@aut.dyndns.org> On Tue, May 06, 2003 at 01:52:50PM +0100, Simon Woodward wrote: > MySQL specific configuration: > > datadir=/usr/local/var/mysql > innodb_data_file_path=ibdata1:10M:autoextend:max:2000M > innodb_buffer_pool_size=128M > innodb_additional_mem_pool_size=32M > innodb_log_buffer_size=8M > innodb_flush_log_at_trx_commit=1 Here's my config for the Win32 binary distributoni of RT, and the performance is rather good (on mysql 4.0.1x): my %Conf = ( key_buffer_size => '256M', table_cache => '64', query_cache_size => '4M', max_allowed_packet => '1M', sort_buffer => '1M', record_buffer => '1M', innodb_buffer_pool_size => '256M', innodb_additional_mem_pool_size => '20M', ); The first two are arguably the most important pair; did you forget to set them? /Autrijus/ From sw-lists at onyx.net Tue May 6 09:55:09 2003 From: sw-lists at onyx.net (Simon Woodward) Date: 06 May 2003 14:55:09 +0100 Subject: [rt-users] RT 3.0 Speed In-Reply-To: <20030506133937.GC18531@aut.dyndns.org> References: <4.3.2.7.2.20030422231703.028c5ec0@mail.qrts.com> <20030423094716.A24795@shaitan.lightconsulting.com> <1052225570.15106.13393.camel@brockrigg.onyx.net> <20030506133937.GC18531@aut.dyndns.org> Message-ID: <1052229308.15106.13485.camel@brockrigg.onyx.net> > The first two are arguably the most important pair; did you > forget to set them? I must have left them out, they are set: key_buffer_size=128M table_cache=64 I have however tweaked further with the box, and now have it running with: key_buffer_size=256M table_cache=64 query_cache_size=4M max_allowed_packet=1M sort_buffer=1M record_buffer=1M innodb_data_file_path=/usr/local/var/mysql innodb_data_file_path=ibdata1:10M:autoextend:max:2000M innodb_buffer_pool_size=256M innodb_additional_mem_pool_size=64M innodb_log_buffer_size=8M innodb_flush_log_at_trx_commit=1 And it hasn't made a difference :-(. From rwheaton at moguls.com Tue May 6 10:49:47 2003 From: rwheaton at moguls.com (Ryan Wheaton) Date: Tue, 6 May 2003 08:49:47 -0600 Subject: [rt-users] RT 3.0 Speed Message-ID: <27BB0E94EF28D41193D0009027937C8F0258EA88@MSSTNT1> excuse my ignorance, but which config file is this information in? I'd like to check mine out and see if I can tweak the performance a bit. thanks, -ryan -----Original Message----- From: Simon Woodward [mailto:sw-lists at onyx.net] Sent: Tuesday, May 06, 2003 7:55 AM To: Autrijus Tang Cc: Dean Kao; rt-users at lists.fsck.com Subject: Re: [rt-users] RT 3.0 Speed > The first two are arguably the most important pair; did you > forget to set them? I must have left them out, they are set: key_buffer_size=128M table_cache=64 I have however tweaked further with the box, and now have it running with: key_buffer_size=256M table_cache=64 query_cache_size=4M max_allowed_packet=1M sort_buffer=1M record_buffer=1M innodb_data_file_path=/usr/local/var/mysql innodb_data_file_path=ibdata1:10M:autoextend:max:2000M innodb_buffer_pool_size=256M innodb_additional_mem_pool_size=64M innodb_log_buffer_size=8M innodb_flush_log_at_trx_commit=1 And it hasn't made a difference :-(. _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 rwheaton at moguls.com Tue May 6 10:52:20 2003 From: rwheaton at moguls.com (Ryan Wheaton) Date: Tue, 6 May 2003 08:52:20 -0600 Subject: [rt-users] RT 3.0 Speed Message-ID: <27BB0E94EF28D41193D0009027937C8F0258EA89@MSSTNT1> is it /etc/my.cnf? cause i don't have ANY of those option variables in there... i guess that might help. (sorry about the double post) -----Original Message----- From: Ryan Wheaton [mailto:rwheaton at moguls.com] Sent: Tuesday, May 06, 2003 8:50 AM To: rt-users at lists.fsck.com Subject: RE: [rt-users] RT 3.0 Speed excuse my ignorance, but which config file is this information in? I'd like to check mine out and see if I can tweak the performance a bit. thanks, -ryan -----Original Message----- From: Simon Woodward [mailto:sw-lists at onyx.net] Sent: Tuesday, May 06, 2003 7:55 AM To: Autrijus Tang Cc: Dean Kao; rt-users at lists.fsck.com Subject: Re: [rt-users] RT 3.0 Speed > The first two are arguably the most important pair; did you > forget to set them? I must have left them out, they are set: key_buffer_size=128M table_cache=64 I have however tweaked further with the box, and now have it running with: key_buffer_size=256M table_cache=64 query_cache_size=4M max_allowed_packet=1M sort_buffer=1M record_buffer=1M innodb_data_file_path=/usr/local/var/mysql innodb_data_file_path=ibdata1:10M:autoextend:max:2000M innodb_buffer_pool_size=256M innodb_additional_mem_pool_size=64M innodb_log_buffer_size=8M innodb_flush_log_at_trx_commit=1 And it hasn't made a difference :-(. _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 sw-lists at onyx.net Tue May 6 10:55:31 2003 From: sw-lists at onyx.net (Simon Woodward) Date: 06 May 2003 15:55:31 +0100 Subject: [rt-users] RT 3.0 Speed In-Reply-To: <27BB0E94EF28D41193D0009027937C8F0258EA88@MSSTNT1> References: <27BB0E94EF28D41193D0009027937C8F0258EA88@MSSTNT1> Message-ID: <1052232931.15504.13527.camel@brockrigg.onyx.net> Hi Ryan, > excuse my ignorance, but which config file is this information in? I'd like > to check mine out and see if I can tweak the performance a bit. Depends how you have it configured ... its either in something like /etc/my.cnf or ~/my.cnf or, like me, you can set them from the command line (for example): /usr/local/mysql/bin/safe_mysqld --user=mysqld --datadir=/usr/local/var/mysql -O key_buffer_size=256M -O table_cache=64 -O query_cache_size=4M -O max_allowed_packet=1M -O sort_buffer=1M -O record_buffer=1M -O innodb_data_file_path=/usr/local/var/mysql -O innodb_data_file_path=ibdata1:10M:autoextend:max:2000M -O innodb_buffer_pool_size=256M -O innodb_additional_mem_pool_size=64M -O innodb_log_buffer_size=8M -O innodb_flush_log_at_trx_commit=1 & You can see what they are set to using the mysql command line client, as a prived user, type: show variables; Cheers, Simon. -- Simon Woodward Onyx Internet From rwheaton at moguls.com Tue May 6 11:03:08 2003 From: rwheaton at moguls.com (Ryan Wheaton) Date: Tue, 6 May 2003 09:03:08 -0600 Subject: [rt-users] RT 3.0 Speed Message-ID: <27BB0E94EF28D41193D0009027937C8F0258EA8A@MSSTNT1> this is my first time using MySQL, and I really have no idea what innodb is (but i will shortly thanks to google). But no, i suppose I'm not using it cause none of the innodb_ options are set in /etc/my.cnf -r -----Original Message----- From: Michael van Elst [mailto:mlelstv at dev.de.cw.net] Sent: Tuesday, May 06, 2003 8:57 AM To: Ryan Wheaton Subject: Re: [rt-users] RT 3.0 Speed On Tue, May 06, 2003, Ryan Wheaton wrote: > is it /etc/my.cnf? > > cause i don't have ANY of those option variables in there... i guess that > might help. (sorry about the double post) > innodb_data_file_path=/usr/local/var/mysql Are you using InnoDB at all ? It requires the innodb_data_file_path to be set. -- ,eM""=. a"-. Michael van Elst dWWMWM" - :GM==; mlelstv at dev.de.cw.net :WWMWMw=--. "W=' cable & wireless 9WWMm==-. "-Wmw-" CABLE & WIRELESS From sw-lists at onyx.net Tue May 6 11:10:13 2003 From: sw-lists at onyx.net (Simon Woodward) Date: 06 May 2003 16:10:13 +0100 Subject: [rt-users] RT 3.0 Speed In-Reply-To: <27BB0E94EF28D41193D0009027937C8F0258EA8A@MSSTNT1> References: <27BB0E94EF28D41193D0009027937C8F0258EA8A@MSSTNT1> Message-ID: <1052233812.15107.13540.camel@brockrigg.onyx.net> Hi Ryan, > this is my first time using MySQL, and I really have no idea what innodb is > (but i will shortly thanks to google). But no, i suppose I'm not using it > cause none of the innodb_ options are set in /etc/my.cnf :-) They weren't in mine either, however a quote from the MySQL manual: 7.5.2 InnoDB in MySQL Version 3.23: "From MySQL version 4.0, InnoDB is enabled by default." From oscar at e-milio.com Tue May 6 11:25:33 2003 From: oscar at e-milio.com (Oscar Arranz) Date: Tue, 06 May 2003 17:25:33 +0200 Subject: [rt-users] pending tickets not listed Message-ID: <3EB7D3ED.1040401@e-milio.com> Hi all, I've just started to use RT 3.0.0 and I have created some groups, users and queues. Then I have created some tickets into various queues and I was able to see all the tickets when I login to the system. But when I changed the status of one of these tickets from new to pending, this ticket is not shown anymore in my main page. I have to go to search and look for pending tickets to get it. Can I change the default listing settings to show all tickets? Thanks, Oscar From awahlfeldt at subshell.com Tue May 6 11:38:57 2003 From: awahlfeldt at subshell.com (Andreas Wahlfeldt) Date: Tue, 6 May 2003 17:38:57 +0200 Subject: [rt-users] Re: RT 3.0 Speed Message-ID: <09c401c313e5$9bfa8170$0f00000a@bernoulli> hi folks, we had the same speed problems described by Simon Woodward. we have a test install of RT 2.0.11 and RT 3-0-2pre3 on the same machine, both with mod_perl on a mysql-db. the old rt2 installation, used for testing (~200 tickets, ~10 user) is muuuch faster than rt3. as simon says "everything, from logging in, to displaying a ticket" is so slow that we decided to keep rt2 (for now). mysql version is 3.23.41 i'm not in the office right now so i can't give any detailed mysql set-up. 'course i will provide it, if needed. but i guess this can't be the problem since the rt2 instance uses the same db. any db improvements therefore should speed up rt2 also, right? cu andreas __________________________ Andreas Wahlfeldt subshell GmbH Weidenallee 1 20357 Hamburg t +49.40. 431 362-25 f +49.40. 431 362-29 e awahlfeldt at subshell.com __________________________ From savage at savage.za.org Tue May 6 11:44:22 2003 From: savage at savage.za.org (Chris Knipe) Date: Tue, 6 May 2003 17:44:22 +0200 Subject: [rt-users] Re: RT 3.0 Speed References: <09c401c313e5$9bfa8170$0f00000a@bernoulli> Message-ID: <000b01c313e6$5e6e7950$1401a8c0@genocide> For what it is worth... We use the exact same system, upgraded from RT2 to RT3 (on clean databases), and have no problems what so ever. RT3 actually seem faster a little bit. We use a PIII 850Mhz with 1GB Ram on MySQL (no InnoDB). From sw-lists at onyx.net Tue May 6 11:47:00 2003 From: sw-lists at onyx.net (Simon Woodward) Date: 06 May 2003 16:47:00 +0100 Subject: [rt-users] Re: RT 3.0 Speed In-Reply-To: <09c401c313e5$9bfa8170$0f00000a@bernoulli> References: <09c401c313e5$9bfa8170$0f00000a@bernoulli> Message-ID: <1052236019.15106.13561.camel@brockrigg.onyx.net> Hi All, > but i guess this can't be the problem since the rt2 instance uses the same > db. any db improvements therefore should speed up rt2 also, right? This is my take, I'm using MySQL 4.0.12, so its interesting to see you get it on 3.23.41. The only difference for me between RT2 and RT3 is that RT3 is using InnoDB where has RT2 was using MyISAM tables. Everything else, (box, spec, apache, perl, etc, etc, etc) is exactly the same. Weird. Cheers, Simon. From sw-lists at onyx.net Tue May 6 11:51:14 2003 From: sw-lists at onyx.net (Simon Woodward) Date: 06 May 2003 16:51:14 +0100 Subject: [rt-users] Re: RT 3.0 Speed In-Reply-To: <000b01c313e6$5e6e7950$1401a8c0@genocide> References: <09c401c313e5$9bfa8170$0f00000a@bernoulli> <000b01c313e6$5e6e7950$1401a8c0@genocide> Message-ID: <1052236273.15106.13567.camel@brockrigg.onyx.net> Hi All, > From experience, InnoDB is severely resource intensive. We used it in the > past, and after it brought our systems to a virtual crawl, reverted back to > the normal MySQL tables... I can accept it maybe InnoDB, purely taking the attitude that I haven't ever used it before ;-) ... It wasn't something I chose, just something that I discovered whilst trying to see what the problem was. I discovered that MySQL 4 enables InnoDB by default and that the default schema Jesse uses to create the RT3 set of tables, sets the tables type to be InnoDB. I'll have to investigate if there is a way of converting back to MyISAM and see if that fixes the problem I think, as its all I have to go on at the moment. Cheers, Simon. From savage at savage.za.org Tue May 6 11:56:23 2003 From: savage at savage.za.org (Chris Knipe) Date: Tue, 6 May 2003 17:56:23 +0200 Subject: [rt-users] Re: RT 3.0 Speed References: <09c401c313e5$9bfa8170$0f00000a@bernoulli> <000b01c313e6$5e6e7950$1401a8c0@genocide> <1052236273.15106.13567.camel@brockrigg.onyx.net> Message-ID: <001101c313e8$0b68bde0$1401a8c0@genocide> > I'll have to investigate if there is a way of converting back to MyISAM and > see if that fixes the problem I think, as its all I have to go on at the moment. ALTER TABLE table_name TYPE=MyISAM/InnoDB/Whatever It does work pretty well... From jgedeon at qualcomm.com Tue May 6 12:02:21 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Tue, 06 May 2003 09:02:21 -0700 Subject: [rt-users] rt.jpg broken In-Reply-To: <5.1.0.14.2.20030501162408.032293c8@unixmail.qualcomm.com> References: <5.1.0.14.2.20030501152927.0321c168@unixmail.qualcomm.com> Message-ID: <5.1.0.14.2.20030506090123.038b37c0@unixmail.qualcomm.com> Just to let everyone know It seems that the images get munched up in the mason handler. So I made aliases for all the images in apache and it seems to be working great. John At 04:25 PM 5/1/2003, John Gedeon wrote: >I made a copy of the jpg that isnt working and put it in apache's document >root and the image displays fine. Is there something I could have done to >mason_handler.fcgi to break the images? > >At 03:33 PM 5/1/2003, John Gedeon wrote: >>Hi >> >> I was configuring rt and had to restart the webserver. when I did i >> get the broken img icon instead of the rt.jpg. I am running rt 2.0.15 >> with apache 1.3.27 and fastcgi. I looked all over the permissions and >> apache config etc and I don't know where the problem is. spacer.gif >> still works so I converted the rt.jpg to a gif and that still doesn't >> show up. i have the line: >> >> Alias /NoAuth/images/rt.jpg >> /opt/rt/rt2/WebRT/html/NoAuth/images/rt.jpg >> >> in my configuration. And I know the jpg worked yesterday. I don't >> know what I changed to break it but any input is welcomed. >> >> >>TIA >>John >> >> >>-- >><>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on >>your own understanding; >> in all your ways acknowledge him, and he >> will make your paths straight." >> >>_______________________________________________ >>rt-users mailing list >>rt-users at lists.fsck.com >>http://lists.fsck.com/mailman/listinfo/rt-users >> >>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > >-- ><>< 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 mcarroll at permeo.com Tue May 6 12:14:17 2003 From: mcarroll at permeo.com (Mike Carroll) Date: Tue, 6 May 2003 11:14:17 -0500 Subject: [rt-users] Permission Denied for root Message-ID: <007901c313ea$8b698810$b940658f@wsmcarroll> Our company has been testing RT for a few months.. Yeah, were slow.. Anyway, suddenly the root user does not have permission to do anything.. like update a users comments, etc. I'm sure someone did something that they shouldn't have, but I do not have any idea where to begin. Can someone please drop a brutha a clue? Thanks, //.ike Mike Carroll Systems Administrator Permeo Technologies Inc. 6535 North State Hwy 161 Irving, TX 75039 214-262-4620 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rwheaton at moguls.com Tue May 6 12:20:14 2003 From: rwheaton at moguls.com (Ryan Wheaton) Date: Tue, 6 May 2003 10:20:14 -0600 Subject: [rt-users] Installation negligence Message-ID: <27BB0E94EF28D41193D0009027937C8F0258EA8C@MSSTNT1> Hi again. while looking through my configs (from the RT 3.0 Speed thread) I've noticed that I may have been quite negligent while installing RT3.0. Right now, RT is installed in /opt which is on the root (/) partition. From prior experience, I know that filling up / is a PITA later on down the line, and I'd rather keep track of it and not let things get out of hand. So, here's my question: How much of a pain is it to move RT out of /opt and into /usr? Just from grep'ing the rt3 directory, there's about a gazillion spots in scripts and whatnot that point to /opt. Is my only option to backup my config files and reinstall? Should I feel this sketchy about having RT on /? (cause mysql is installed in /usr) thanks in advance for the help... -ryan From rwheaton at moguls.com Tue May 6 12:26:42 2003 From: rwheaton at moguls.com (Ryan Wheaton) Date: Tue, 6 May 2003 10:26:42 -0600 Subject: [rt-users] Installation negligence Message-ID: <27BB0E94EF28D41193D0009027937C8F0258EA8D@MSSTNT1> scratch that. i think that the RT database was created in /var which doesn't allow for much room to grow either. -----Original Message----- From: Ryan Wheaton [mailto:rwheaton at moguls.com] Sent: Tuesday, May 06, 2003 10:20 AM To: rt-users at lists.fsck.com Subject: [rt-users] Installation negligence Hi again. while looking through my configs (from the RT 3.0 Speed thread) I've noticed that I may have been quite negligent while installing RT3.0. Right now, RT is installed in /opt which is on the root (/) partition. From prior experience, I know that filling up / is a PITA later on down the line, and I'd rather keep track of it and not let things get out of hand. So, here's my question: How much of a pain is it to move RT out of /opt and into /usr? Just from grep'ing the rt3 directory, there's about a gazillion spots in scripts and whatnot that point to /opt. Is my only option to backup my config files and reinstall? Should I feel this sketchy about having RT on /? (cause mysql is installed in /usr) thanks in advance for the help... -ryan _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 rwheaton at moguls.com Tue May 6 12:43:52 2003 From: rwheaton at moguls.com (Ryan Wheaton) Date: Tue, 6 May 2003 10:43:52 -0600 Subject: [rt-users] Installation negligence Message-ID: <27BB0E94EF28D41193D0009027937C8F0258EA8E@MSSTNT1> Yea, i thought of this... then i realized that my DB is stored on a 250M partition. crap. Guess my only option is a reinstall? Unless someone has a better idea? Are there any other config files that I need to copy besides RT_SiteConfig.pm that will help me preserve what i've set up already? (users, queues, etc) Or.. is there a way to move that DB out of /var and into /usr? so far, here's the plan. Lemme know if anyone has any pointers cause i've never done this before and it's my first install of RT... -backup RT_SiteConfig.pm -edit /etc/my.cnf to point to a different datadir, add optimizations (from the Speed thread) -delete old install -reinstall to /usr/rt3 -edit httpd.conf and change /opt to /usr thanks again -rtw -----Original Message----- From: Chr. v. Stuckrad [mailto:stucki at math.fu-berlin.de] Sent: Tuesday, May 06, 2003 10:32 AM To: Ryan Wheaton Subject: Re: [rt-users] Installation negligence On Tue, May 06, 2003 at 10:20:14AM -0600, Ryan Wheaton wrote: > experience, I know that filling up / is a PITA later on down the line, and > I'd rather keep track of it and not let things get out of hand. So, here's > my question: How much of a pain is it to move RT out of /opt and into /usr? We always moved programs (whole trees) around, by replacing the original /opt/whatever by a symlink to the future residence. (Just be careful, how you upgrade later!) Only if the program uses very convoluted scripts to find out 'where it lives' this sometimes failed, normally it simply works. Stucki (postmaster at math.fu-berlin.de) -- Christoph von Stuckrad * * |nickname |\ Freie Universitaet Berlin |/_*|'stucki' |Tel(days):+49 30 838-75 459| Fachbereich Mathematik, EDV|\ *|if online|Tel(else):+49 30 77 39 6600| Arnimallee 2-6/14195 Berlin* * |on IRCnet|Fax(alle):+49 30 838-75454/ From hwagener at hamburg.fcb.com Tue May 6 13:31:38 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 6 May 2003 19:31:38 +0200 Subject: [rt-users] problem with REST/1.0/NoAuth/mail-gateway In-Reply-To: Message-ID: <977C3C7A-7FE8-11D7-AA75-003065DC18B8@hamburg.fcb.com> On Dienstag, Mai 6, 2003, at 06:25 Uhr, James O'Kane wrote: > On Tue, 6 May 2003, Harald Wagener wrote: >> >> The web interface is up and running. I already found the bug. >> Reinstalling alot of perl modules with LANG=C set fixed most problems >> I >> had with RT3 on RedHat9. >> Maybe I am too old fashioned to use such a modern dirstribution. > > I've seen that problem show up in different other ways. This can be > changed system-wide in /etc/sysconfig/i18n > Perhaps mention of the LANG=C should be in the FAQ? Definitely! Perhaps mention of not recommending redhat 9 personal edition as a basis for RT 3 is also in order... The most glaring problems with character encodings and misdisplaying on the web page could be alleviated by using my hand made perl instead of the binaries provided by redhat. So by now, everything execept mysql and sendmail[1] is manually installed and RT 3 begins to run smoothly. Sorry to have polluted the list with my many problems that were in fact one. Regards, Harald [1] it's an intranet setup, so this is 'secure enough' for the moment...and Hey, It Came With the Distro, so it Must Be Good! -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From hwagener at hamburg.fcb.com Tue May 6 13:34:21 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 6 May 2003 19:34:21 +0200 Subject: [rt-users] Installation negligence In-Reply-To: <27BB0E94EF28D41193D0009027937C8F0258EA8C@MSSTNT1> Message-ID: On Dienstag, Mai 6, 2003, at 06:20 Uhr, Ryan Wheaton wrote: > Hi again. > Hi! > So, here's my question: How much of a pain is it to move RT out of > /opt and into /usr? Why not apachectl stop cp -rav /opt/rt3 /usr/rt3 rm -rf /opt/rt3 ln -snf /usr/rt3 /opt/rt3 apachectl start Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From cag at us.ibm.com Tue May 6 13:53:10 2003 From: cag at us.ibm.com (Christian Gilmore) Date: Tue, 6 May 2003 12:53:10 -0500 Subject: [rt-users] mailgate and EX_TEMPFAIL Message-ID: I've trolled through the last two months of the mailing lists and found plenty on this topic but none that alleviated my problem. All mail to RT via e-mail is failing with this condition. Installed software: rt-3.0.2pre4 ESMTP Sendmail 8.11.6/8.11.6 mysql Ver 12.18 Distrib 4.0.12, for pc-linux (i686) apache-1.3.26 mod_perl-1.27 linux-2.2.22-7.0.3smp Here are the mail-related configuration directives from RT_SiteConfig.pm: Set($MailCommand , 'sendmail'); Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m"); Set($SendmailPath , "/usr/sbin/sendmail"); Set($UseFriendlyToLine , 0); Set($SenderMustExistInExternalDatabase , 1); I have altered /opt/rt3/lib/RT/EmailParser.pm by inserting the same code from RT2 (modulo the altered input argument object) for the LookupExternalUserInfo method (which is what is found from me in the rt2 contrib tree). Otherwise, I have made no modifications to RT. The following two files were resting in /var/spool/mqueue after the failed transaction. This is a multipart message in MIME format. --=_alternative 00606D7286256D1E_= Content-Type: text/plain; charset="us-ascii" testing Thanks, Christian ---------------------- Christian Gilmore Technology Leader GeT Support Application Development IBM Software Group --=_alternative 00606D7286256D1E_= Content-Type: text/html; charset="us-ascii"
testing

Thanks,
Christian

----------------------
Christian Gilmore
Technology Leader
GeT Support Application Development
IBM Software Group
 --=_alternative 00606D7286256D1E_=-- V4 T1052242533 K1052242533 N1 P30624 I8/7/226486 MDeferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL Fb $_westrelay02.boulder.ibm.com [9.17.195.11] $rESMTP $swestrelay02.boulder.ibm.com ${daemon_flags} ${if_addr}146.84.104.70 S Cwebreq:8:0: RPFDA:"|/opt/rt3/bin/rt-mailgate --debug --queue webreq --action correspond --url http://norad1.tivoli.com/rt" H?P?Return-Path: H??Received: from westrelay02.boulder.ibm.com (westrelay02.boulder.ibm.com [9.17.195.11]) by norad1.tivoli.com (8.11.6/8.11.6) with ESMTP id h46HZWr28476 for ; Tue, 6 May 2003 12:35:33 -0500 H??Received: from d03nm119.boulder.ibm.com (d03av02.boulder.ibm.com [9.17.193.82]) by westrelay02.boulder.ibm.com (8.12.9/NCO/VER6.5) with ESMTP id h46HZWfP047472 for ; Tue, 6 May 2003 11:35:32 -0600 H??To: webreq at norad1.tivoli.com H??MIME-Version: 1.0 H??Subject: Test H??X-Mailer: Lotus Notes Release 5.0.11 July 24, 2002 H??From: Christian Gilmore H??Message-ID: H??Date: Tue, 6 May 2003 12:35:31 -0500 H??X-MIMETrack: Serialize by Router on D03NM119/03/M/IBM(Release 6.0.1 [IBM]|April 17, 2003) at 05/06/2003 11:35:32, Serialize complete at 05/06/2003 11:35:32 H??Content-Type: multipart/alternative; boundary="=_alternative 00606D7286256D1E_=" . Also, the /var/log/maillog shows the following two lines: May 6 12:35:33 norad1 sendmail[28476]: h46HZWr28476: from=, size=1351, class=0, nrcpts=1, msgid=, proto=ESMTP, daemon=MTA, relay=westrelay02.boulder.ibm.com [9.17.195.11] May 6 12:35:33 norad1 sendmail[28477]: h46HZWr28476: to="|/opt/rt3/bin/rt-mailgate --debug --queue webreq --action correspond --url http://norad1.tivoli.com/rt", ctladdr= (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30624, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL No mail ever gets returned to the user. Transactions via the web interface are successful and generate appropriate outbound e-mail messages. Thanks, Christian ---------------------- Christian Gilmore Technology Leader GeT Support Application Development IBM Software Group -------------- next part -------------- An HTML attachment was scrubbed... URL: From rwheaton at moguls.com Tue May 6 14:20:19 2003 From: rwheaton at moguls.com (Ryan Wheaton) Date: Tue, 6 May 2003 12:20:19 -0600 Subject: [rt-users] Installation negligence Message-ID: <27BB0E94EF28D41193D0009027937C8F0258EA8F@MSSTNT1> ok. so i moved the DB, remade the test DB, moved the /mysql/rt3 directory (what the old DB was) to the new mysql directory, reinstalled RT, edited the httpd.conf file and restarted both mysql and httpd. now, it seems that somewhere along the way, the Apache::DBI module got set up to use the 'old' database. Is there a config file for DBI where i can change it from /var/lib/mysql to /usr/local/var/mysql? or should i just make a symlink? Or just edit the Handle.pm line 119 directly? here's the output of my httpd errorlog DBI->connect(dbname=rt3;host=localhost) failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) at /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 119 [Tue May 6 12:17:34 2003] [error] Connect Failed Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) at /usr/rt3/lib/RT.pm line 123 thanks again. -r -----Original Message----- From: Ryan Wheaton [mailto:rwheaton at moguls.com] Sent: Tuesday, May 06, 2003 10:44 AM To: rt-users at lists.fsck.com Subject: RE: [rt-users] Installation negligence Yea, i thought of this... then i realized that my DB is stored on a 250M partition. crap. Guess my only option is a reinstall? Unless someone has a better idea? Are there any other config files that I need to copy besides RT_SiteConfig.pm that will help me preserve what i've set up already? (users, queues, etc) Or.. is there a way to move that DB out of /var and into /usr? so far, here's the plan. Lemme know if anyone has any pointers cause i've never done this before and it's my first install of RT... -backup RT_SiteConfig.pm -edit /etc/my.cnf to point to a different datadir, add optimizations (from the Speed thread) -delete old install -reinstall to /usr/rt3 -edit httpd.conf and change /opt to /usr thanks again -rtw -----Original Message----- From: Chr. v. Stuckrad [mailto:stucki at math.fu-berlin.de] Sent: Tuesday, May 06, 2003 10:32 AM To: Ryan Wheaton Subject: Re: [rt-users] Installation negligence On Tue, May 06, 2003 at 10:20:14AM -0600, Ryan Wheaton wrote: > experience, I know that filling up / is a PITA later on down the line, and > I'd rather keep track of it and not let things get out of hand. So, here's > my question: How much of a pain is it to move RT out of /opt and into /usr? We always moved programs (whole trees) around, by replacing the original /opt/whatever by a symlink to the future residence. (Just be careful, how you upgrade later!) Only if the program uses very convoluted scripts to find out 'where it lives' this sometimes failed, normally it simply works. Stucki (postmaster at math.fu-berlin.de) -- Christoph von Stuckrad * * |nickname |\ Freie Universitaet Berlin |/_*|'stucki' |Tel(days):+49 30 838-75 459| Fachbereich Mathematik, EDV|\ *|if online|Tel(else):+49 30 77 39 6600| Arnimallee 2-6/14195 Berlin* * |on IRCnet|Fax(alle):+49 30 838-75454/ _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From mcarroll at permeo.com Tue May 6 14:53:43 2003 From: mcarroll at permeo.com (Mike Carroll) Date: Tue, 6 May 2003 13:53:43 -0500 Subject: [rt-users] Permission Denied for root In-Reply-To: <007901c313ea$8b698810$b940658f@wsmcarroll> Message-ID: <009401c31400$d1783f20$b940658f@wsmcarroll> I feel I should clarify that this is RT's root user. The system root is working as it should... Mike -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Mike Carroll Sent: Tuesday, May 06, 2003 11:14 AM To: rt-users at lists.fsck.com Subject: [rt-users] Permission Denied for root Our company has been testing RT for a few months.. Yeah, were slow.. Anyway, suddenly the root user does not have permission to do anything.. like update a users comments, etc. I'm sure someone did something that they shouldn't have, but I do not have any idea where to begin. Can someone please drop a brutha a clue? Thanks, //.ike Mike Carroll Systems Administrator Permeo Technologies Inc. 6535 North State Hwy 161 Irving, TX 75039 214-262-4620 -------------- next part -------------- An HTML attachment was scrubbed... URL: From carlj at MIT.EDU Tue May 6 15:28:22 2003 From: carlj at MIT.EDU (Carl Jones) Date: Tue, 6 May 2003 15:28:22 -0400 Subject: [rt-users] rt3.0.1 initialize database error: undefinded symbol: mysql_init Message-ID: Hi, I'm trying to install rt3.0.1 and getting the following error with 'make initialize-database': Password: /usr/bin/perl: relocation error: /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/auto/DBD/mysql/ mysql.so: undefined symbol: mysql_init make: *** [initialize-database] Error 127 When I run perl sbin/rt-test-dependencies --with-myql --with-modperl2 everything comes up clean, nothing missing. I'm on RH8, mysql4.0.12 Thanks. Carl From garyo at genarts.com Tue May 6 15:46:06 2003 From: garyo at genarts.com (Gary Oberbrunner) Date: Tue, 06 May 2003 15:46:06 -0400 Subject: [rt-users] Problem importing global keywords from 2.0.14 to 3.0.2pre3 Message-ID: <3EB810FE.2070805@genarts.com> I'm having trouble converting global keywords from our 2.0.14 RT to our new 3.0.2pre3. I'm using version 11 of the rt2-to-rt3 scripts. The problem seems to be that the metadata file from rt2 contains this kind of structure for the global keywords: sub Data { $VAR1 = { 'Global' => { '6' => { 'Value' => [ 'Crashing', 'Crashing/Memory', 'Enhancement Idea', 'Installation', 'Licensing', 'Parameters', 'Rendering', 'Startup' ], 'ObjectField' => 'Queue', 'id' => '6', 'Name' => 'Problem Type', 'Keyword' => '48', 'ObjectType' => 'Ticket' }, In other words, the Problem Type keyword object is the value of the member '6' of Globals. To get to that keyword object, you would say $VAR1->{'Global'}->'6' which does not seem right. (how does it know that these are custom fields, for instance?) The dumpfile-to-rt-3.0 code seems to expect it to be an array of CustomField objects, because it tries to loop over them like this: foreach my $cf ( @{ $VAR1->{'Global'}->{'CustomField'} } ) { my $type; my $cfobj = RT::CustomField->new($RT::SystemUser); if ( $cf->{'Single'} ) { $type = 'SelectSingle'; } else { $type = 'SelectMultiple'; } $cfobj->Create( Name => $cf->{'Name'}, Type => $type, Queue => '0', ... so it seems like it expects $VAR1->{'Global'}->{'CustomField'}, as an array (not a hash). The two sides really don't match up at all. Does anyone know how this is intended to work? Does it work for anyone? thanks! -- . . . . . . . . . . . . . . . . . . . . . . . . . Gary Oberbrunner garyo at genarts.com GenArts, Inc. Tel: 617-492-2888 8 Clinton Street Fax: 617-492-2852 Cambridge, MA 02139 USA http://web.genarts.com From garyo at genarts.com Tue May 6 16:14:04 2003 From: garyo at genarts.com (Gary Oberbrunner) Date: Tue, 06 May 2003 16:14:04 -0400 Subject: [rt-users] Problem importing global keywords from 2.0.14 to 3.0.2pre3 In-Reply-To: <3EB810FE.2070805@genarts.com> References: <3EB810FE.2070805@genarts.com> Message-ID: <3EB8178C.5070704@genarts.com> I wrote: > I'm having trouble converting global keywords from our 2.0.14 RT to > our new 3.0.2pre3. I'm using version 11 of the rt2-to-rt3 scripts. Sorry to reply to my own message, but I seem to have worked it out. Here's a patch which works on my system. This is against rt2-to-rt3 version 1.11. I've no idea if this is the "right way" to do this, but it did work for me. Patch is enclosed. Basically, it dumps global keywords as a global CustomField hash instead of at top level, and the restorer script is modified to accept it as a hash rather than an array. -- Gary Oberbrunner -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: patch.txt URL: From jesse at bestpractical.com Tue May 6 16:21:46 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 6 May 2003 16:21:46 -0400 Subject: [rt-users] Problem importing global keywords from 2.0.14 to 3.0.2pre3 In-Reply-To: <3EB8178C.5070704@genarts.com> References: <3EB810FE.2070805@genarts.com> <3EB8178C.5070704@genarts.com> Message-ID: <20030506202146.GM28117@fsck.com> Thanks very much for looking into this and getting a patch together. As soon as I have net, I'll have a look and try to roll a new patch release. -j On Tue, May 06, 2003 at 04:14:04PM -0400, Gary Oberbrunner wrote: > I wrote: > >I'm having trouble converting global keywords from our 2.0.14 RT to > >our new 3.0.2pre3. I'm using version 11 of the rt2-to-rt3 scripts. > > Sorry to reply to my own message, but I seem to have worked it out. > Here's a patch which works on my system. This is against rt2-to-rt3 > version 1.11. I've no idea if this is the "right way" to do this, but > it did work for me. > > Patch is enclosed. Basically, it dumps global keywords as a global > CustomField hash instead of at top level, and the restorer script is > modified to accept it as a hash rather than an array. > > -- Gary Oberbrunner > --- rt-2.0-to-dumpfile.orig 2003-05-06 13:15:20.000000000 -0400 > +++ rt-2.0-to-dumpfile 2003-05-06 16:09:25.000000000 -0400 > @@ -106,12 +106,12 @@ > foreach my $keysel ( @{ $global_ks->ItemsArrayRef } ) { > > foreach my $param ( sort keys %$global_ksacc, 'id' ) { > - $ds->{Global}->{ $keysel->id }->{$param} = $keysel->_Value($param) > + $ds->{Global}->{'CustomField'}->{ $keysel->id }->{$param} = $keysel->_Value($param) > if ( $keysel->_Value($param) ); > } > my $descendents = $keysel->KeywordObj->Descendents; > foreach my $desc ( keys %{$descendents} ) { > - push @{ $ds->{Global}->{ $keysel->id }->{Value} }, > + push @{ $ds->{Global}->{'CustomField'}->{ $keysel->id }->{Value} }, > $descendents->{$desc}; > > } > --- dumpfile-to-rt-3.0.~1~ 2003-05-06 14:17:26.000000000 -0400 > +++ dumpfile-to-rt-3.0 2003-05-06 16:09:12.000000000 -0400 > @@ -184,7 +184,7 @@ > Right => $right->{'Name'} ); > } > > -foreach my $cf ( @{ $VAR1->{'Global'}->{'CustomField'} } ) { > +foreach my $cf ( values %{ $VAR1->{'Global'}->{'CustomField'} } ) { > my $type; > my $cfobj = RT::CustomField->new($RT::SystemUser); > if ( $cf->{'Single'} ) { -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From herbert at isis.visi.com Tue May 6 18:20:23 2003 From: herbert at isis.visi.com (Benjamin Herbert) Date: Tue, 6 May 2003 17:20:23 -0500 Subject: [rt-users] suidperl problem Message-ID: <20030506222023.GD8280@isis.visi.com> I am installing rt-3.0.2 on a redhat 8.0 machine. I have perl-5.8.0 installed from rpm and I have perl-suidperl installed from rpm. I have all perl module dependencies met. I have rt running from the main http server (not virtual server). Here are the pertinant parts of my httpd.conf file: LoadModule fastcgi_module modules/mod_fastcgi.so FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi ScriptAlias / /usr/local/rt3/bin/mason_handler.fcgi In my apache error_log file I get this: [Tue May 06 17:15:15 2003] [notice] suEXEC mechanism enabled (wrapper: /usr/local/apache2/bin/suexec) [Tue May 06 17:15:15 2003] [notice] Digest: generating secret for digest authentication ... [Tue May 06 17:15:15 2003] [notice] Digest: done [Tue May 06 17:15:16 2003] [notice] FastCGI: process manager initialized (pid 7627) [Tue May 06 17:15:16 2003] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" started (pid 7632) [Tue May 06 17:15:16 2003] [notice] Apache/2.0.45 (Unix) DAV/2 mod_fastcgi/2.4.0 configured -- resuming normal operations Insecure dependency in require while running setgid at /usr/local/rt3/lib/RT/I18N.pm line 82. Compilation failed in require at /usr/local/rt3/bin/mason_handler.fcgi line 28. [Tue May 06 17:15:17 2003] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" (pid 7632) terminated by calling exit with status '255' Since I have suidperl installed I would think this error would not occur. Nonetheless it has. Any information would be appreciated. Thank you. Ben From savage at savage.za.org Tue May 6 18:27:58 2003 From: savage at savage.za.org (Chris Knipe) Date: Wed, 7 May 2003 00:27:58 +0200 Subject: [rt-users] suidperl problem References: <20030506222023.GD8280@isis.visi.com> Message-ID: <002a01c3141e$bf7e3680$1401a8c0@genocide> Stupid question, but is the perl executable setuid? chmod u+s /usr/bin/perl ----- Original Message ----- From: "Benjamin Herbert" To: Sent: Wednesday, May 07, 2003 12:20 AM Subject: [rt-users] suidperl problem > > I am installing rt-3.0.2 on a redhat 8.0 machine. I have perl-5.8.0 > installed from rpm and I have perl-suidperl installed from rpm. I have > all perl module dependencies met. I have rt running from the main http > server (not virtual server). Here are the pertinant parts of my > httpd.conf file: > > LoadModule fastcgi_module modules/mod_fastcgi.so > FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi > ScriptAlias / /usr/local/rt3/bin/mason_handler.fcgi > > > In my apache error_log file I get this: > > [Tue May 06 17:15:15 2003] [notice] suEXEC mechanism enabled (wrapper: > /usr/local/apache2/bin/suexec) > [Tue May 06 17:15:15 2003] [notice] Digest: generating secret for digest > authentication ... > [Tue May 06 17:15:15 2003] [notice] Digest: done > [Tue May 06 17:15:16 2003] [notice] FastCGI: process manager initialized > (pid 7627) > [Tue May 06 17:15:16 2003] [warn] FastCGI: server > "/usr/local/rt3/bin/mason_handler.fcgi" started (pid 7632) > [Tue May 06 17:15:16 2003] [notice] Apache/2.0.45 (Unix) DAV/2 > mod_fastcgi/2.4.0 configured -- resuming normal operations > Insecure dependency in require while running setgid at > /usr/local/rt3/lib/RT/I18N.pm line 82. > Compilation failed in require at /usr/local/rt3/bin/mason_handler.fcgi > line 28. > [Tue May 06 17:15:17 2003] [warn] FastCGI: server > "/usr/local/rt3/bin/mason_handler.fcgi" (pid 7632) terminated by calling > exit with status '255' > > Since I have suidperl installed I would think this error would not > occur. Nonetheless it has. Any information would be appreciated. > > Thank you. > > Ben > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 jaq at spacepants.org Tue May 6 21:03:24 2003 From: jaq at spacepants.org (Jamie Wilkinson) Date: Wed, 7 May 2003 11:03:24 +1000 Subject: [rt-users] RT 3.0 Speed In-Reply-To: <1052225570.15106.13393.camel@brockrigg.onyx.net> References: <4.3.2.7.2.20030422231703.028c5ec0@mail.qrts.com> <20030423094716.A24795@shaitan.lightconsulting.com> <1052225570.15106.13393.camel@brockrigg.onyx.net> Message-ID: <20030507010324.GF846@spacepants.org> This one time, at band camp, Simon Woodward wrote: > DBIx::SearchBuilder 0.80...found That's the old slow version, am I right? You want at least 0.81_4 if my memory serves me correctly. Your slowness sounds exactly the same as the Postgres performance I experience, so I suspect that it is because InnoDB does much more in the way of data integrity checking than the default mysql backend. -- jaq at spacepants.org http://spacepants.org/jaq.gpg From mfrick at learnedsolutions.com Wed May 7 03:18:25 2003 From: mfrick at learnedsolutions.com (Matthew Frick) Date: Wed, 7 May 2003 15:18:25 +0800 Subject: [rt-users] rt upgrade / test In-Reply-To: <20030507010324.GF846@spacepants.org> References: <4.3.2.7.2.20030422231703.028c5ec0@mail.qrts.com> <1052225570.15106.13393.camel@brockrigg.onyx.net> <20030507010324.GF846@spacepants.org> Message-ID: <200305071518.25327.mfrick@learnedsolutions.com> Figured I would ask quickly before I go ahead and do it ... I am currently running an old version of rt (1.7) and I am looking at upgrading to 3.01 but I want to install 3.01 and have a look at it first and make sure it is going to fit our needs before trashing the old set up ie. I am doing a new install not using the upgrade utils. So my question is will having a 3.01 install on the same machine as an older version in anyway effect the operation of the previous version (that you know of)? thanks Matt From sw-lists at onyx.net Wed May 7 04:35:38 2003 From: sw-lists at onyx.net (Simon Woodward) Date: 07 May 2003 09:35:38 +0100 Subject: [rt-users] Re: RT 3.0 Speed In-Reply-To: <001101c313e8$0b68bde0$1401a8c0@genocide> References: <09c401c313e5$9bfa8170$0f00000a@bernoulli> <000b01c313e6$5e6e7950$1401a8c0@genocide> <1052236273.15106.13567.camel@brockrigg.onyx.net> <001101c313e8$0b68bde0$1401a8c0@genocide> Message-ID: <1052296537.15103.14232.camel@brockrigg.onyx.net> > ALTER TABLE table_name TYPE=MyISAM/InnoDB/Whatever Okay, didn't work :-( Well, translating the tables to MyISAM worked, no problem, however its still running like a dog :-( Also, thanks to Jamie Wilkinson DBIx::SearchBuilder did need an upgrade ... unfortunately that didn't help either :-( So I'd like to open up the floor for suggestions again, as now the only difference is between the RT2 and RT3 codebase :-(. Cheers for all the input so far guys, Simon. From pape-rt at inf.fu-berlin.de Wed May 7 05:11:44 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Wed, 07 May 2003 11:11:44 +0200 Subject: [rt-users] international characters error again/still in RT 3.0.2pre5 Message-ID: <2147483647.1052305904@[10.0.255.35]> I send a testmail to our RT-System (it is attached to this mail). The message is sended in ISO-Latin1 and i marked as such (you can see it in the headers). If I look at the message, which arrived in the RT-system the german umlauts are mangled and the charset in the mailheader of the arrived message is utf-8. Can you reproduce that, or may there be an older patch for some rt3.0.* I have forgotten to undo? Regards, Dirk. From pape-rt at inf.fu-berlin.de Wed May 7 05:13:12 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Wed, 07 May 2003 11:13:12 +0200 Subject: [rt-users] international characters error again/still in RT 3.0.2pre5 Message-ID: <2147483647.1052305992@[10.0.255.35]> I forgot the attachment I send a testmail to our RT-System (it is attached to this mail). The message is sended in ISO-Latin1 and i marked as such (you can see it in the headers). If I look at the message, which arrived in the RT-system the german umlauts are mangled and the charset in the mailheader of the arrived message is utf-8. Can you reproduce that, or may there be an older patch for some rt3.0.* I have forgotten to undo? Regards, Dirk. -------------- next part -------------- An embedded message was scrubbed... From: Dirk Pape Subject: test???? Date: Wed, 07 May 2003 10:52:58 +0200 Size: 438 URL: From pape-rt at inf.fu-berlin.de Wed May 7 05:36:28 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Wed, 07 May 2003 11:36:28 +0200 Subject: [rt-users] international characters error again/still in RT 3.0.2pre5 In-Reply-To: <2147483647.1052305992@[10.0.255.35]> References: <2147483647.1052305992@[10.0.255.35]> Message-ID: <2147483647.1052307388@[10.0.255.35]> --Am Mittwoch, 7. Mai 2003 11:13 Uhr +0200 schrieb Dirk Pape : > I forgot the attachment and some useful other information: I have in httpd.conf AddDefaultCharset UTF-8 an in etc/RT_SiteConfig.pm @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless (@EmailEncodings); Set($EmailOutputEncoding , 'iso-8859-1'); Dirk. From hwagener at hamburg.fcb.com Wed May 7 05:43:32 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Wed, 7 May 2003 11:43:32 +0200 Subject: [rt-users] international characters error again/still in RT 3.0.2pre5 In-Reply-To: <2147483647.1052307388@[10.0.255.35]> Message-ID: <5D5E6318-8070-11D7-9E31-003065DC18B8@hamburg.fcb.com> What distribution and perl version are You using what is LANG set to on the RT host? Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From pape-rt at inf.fu-berlin.de Wed May 7 05:42:38 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Wed, 07 May 2003 11:42:38 +0200 Subject: [rt-users] international characters error again/still in RT 3.0.2pre5 In-Reply-To: <2147483647.1052307388@[10.0.255.35]> References: <2147483647.1052305992@[10.0.255.35]> <2147483647.1052307388@[10.0.255.35]> Message-ID: <2147483647.1052307757@[10.0.255.35]> and now, when I wrote this, I found the error. --Am Mittwoch, 7. Mai 2003 11:36 Uhr +0200 schrieb Dirk Pape : > @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless (@EmailEncodings); this had been copied earlier from a (buggy?) RT_Config.pm I changed it to @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless (@EmailInputEncodings); as in the new RT_Config.pm, restarted apache-ssl and it works now Dirk. From anders.ekstrand at drutt.com Wed May 7 06:22:41 2003 From: anders.ekstrand at drutt.com (Anders Ekstrand) Date: Wed, 7 May 2003 12:22:41 +0200 Subject: [rt-users] Large mails are truncated Message-ID: <605509268B2AE24D8A2D44136CADEC5F426351@gemini.drutt.net> Hi, I've installed RT3 on a RedHat 8 machine, but have problems with large mails sent via the mailgate being truncated. I get the same result if I import the mail manually with: /opt/rt3/bin/rt-mailgate --queue RT3-Test --action correspond --url http://localhost/ < ticket-mail The mail is sent from Outlook in plain text and consists of lines with: AAAAAAAAAABBBBBBBBBBCCCCCCCCCCDDDDDDDDDDEEEEEEEEEE adding up to a total of 10k. Only 6.2k is inserted in the ticket in RT. What could I have misconfigured? Regards - Anders Ekstrand -------------- next part -------------- An HTML attachment was scrubbed... URL: From hwagener at hamburg.fcb.com Wed May 7 06:38:04 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Wed, 7 May 2003 12:38:04 +0200 Subject: [rt-users] RT-3.0.2pre5: Last Contact not set? Message-ID: Hello, 'Last Contact' is not set automatically set upon ticket correspondence with my installation. My Scrips: On Correspond Open Tickets with template Blank On Create Autoreply To Requestors with template Autoreply On Create Notify AdminCcs with template Transaction On Comment Notify AdminCcs as Comment with template Admin Comment On Resolve Notify Requestors with template Resolved User Defined Notify AdminCcs with template Admin Correspondence (this is Peter Burkholder's unowned correspondence Condition) On Correspond Notify Owner with template Correspondence On Correspond Notify Requestors with template Correspondence Also, my boss noticed You could click on 'Last Contact' in RT2 to set it to the current date (which we liked to do in case of phone calls). This seems to be missing for RT3. Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From simon.lippmann at b-plan.com Wed May 7 06:41:23 2003 From: simon.lippmann at b-plan.com (Simon Lippmann) Date: Wed, 7 May 2003 11:41:23 +0100 Subject: [rt-users] (no subject) Message-ID: <1783267A2FFCD411BF81000255D414874A04C9@MAX1> Hi, I'm trying to run rt-2.0-to-dumpfile as part of converting rt v2 to v3 but I get; ./rt-2.0-to-dumpfile: /usr/bin/perl: bad interpreter: Permission denied 'bad interpreter'? /usr/bin/perl exists and I'm logged in as root. What should I try? This may well be a stupid question, but I'm too newbie to know. Thanks, Simon From cz at gocept.com Wed May 7 06:50:25 2003 From: cz at gocept.com (Christian Zagrodnick) Date: Wed, 7 May 2003 12:50:25 +0200 Subject: [rt-users] (no subject) In-Reply-To: <1783267A2FFCD411BF81000255D414874A04C9@MAX1> References: <1783267A2FFCD411BF81000255D414874A04C9@MAX1> Message-ID: <20030507105025.GA13620@gocept.com> Perhaps it's stored in dos-mode meaning there is an additional character after the /usr/bin/perl. On Wed, May 07, 2003 at 11:41:23AM +0100, Simon Lippmann wrote: > Hi, I'm trying to run rt-2.0-to-dumpfile as part of converting rt v2 to v3 > but I get; > > ./rt-2.0-to-dumpfile: /usr/bin/perl: bad interpreter: Permission denied > > 'bad interpreter'? /usr/bin/perl exists and I'm logged in as root. What > should I try? > > This may well be a stupid question, but I'm too newbie to know. > Thanks, > Simon > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- Christian Zagrodnick gocept gmbh & co. kg - schalaunische strasse 6 - 06366 koethen/anhalt fon. +49 3496 3099112, +49 179 1463644 fax. +49 3496 3099118 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From Thomas.Knaupp at schwarz.de Wed May 7 08:40:10 2003 From: Thomas.Knaupp at schwarz.de (Knaupp, Thomas) Date: Wed, 7 May 2003 14:40:10 +0200 Subject: AW: [rt-users] international characters error again/still in RT 3.0.2pre5 Message-ID: <8AE380CFA13C7248966C234D54F96776013FA1@scsw2kks1.d1scs.lan> I'm using RT 3.0.2pre5 and tried the same - thanks for the info .. now it works in the webinterface but auto-replies and all the outgoing mails are still wrong ... ? ? ? ? look like ???????Y SuSE Linux 7.3 Perl: v5.6.1 any further suggestions ? thanks, tom | -----Urspr?ngliche Nachricht----- | Von: Dirk Pape [mailto:pape-rt at inf.fu-berlin.de] | Gesendet: Mittwoch, 7. Mai 2003 11:43 | An: rt-users at lists.fsck.com | Betreff: Re: [rt-users] international characters error | again/still in RT | 3.0.2pre5 | | | and now, when I wrote this, I found the error. | | --Am Mittwoch, 7. Mai 2003 11:36 Uhr +0200 schrieb Dirk Pape | : | | > @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless | (@EmailEncodings); | | this had been copied earlier from a (buggy?) RT_Config.pm | | I changed it to | | @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless | (@EmailInputEncodings); | | as in the new RT_Config.pm, restarted apache-ssl and it works now | | Dirk. From pape-rt at inf.fu-berlin.de Wed May 7 09:07:27 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Wed, 07 May 2003 15:07:27 +0200 Subject: AW: [rt-users] international characters error again/still in RT 3.0.2pre5 In-Reply-To: <8AE380CFA13C7248966C234D54F96776013FA1@scsw2kks1.d1scs.lan> References: <8AE380CFA13C7248966C234D54F96776013FA1@scsw2kks1.d1scs.lan> Message-ID: <2147483647.1052320047@[10.0.255.35]> Hello, --Am Mittwoch, 7. Mai 2003 14:40 Uhr +0200 schrieb "Knaupp, Thomas" : > I'm using RT 3.0.2pre5 > and tried the same - thanks for the info .. > now it works in the webinterface but > auto-replies and all the outgoing mails > are still wrong ... I guess your mail tool (MUA) does not support utf-8. For compatibility reasons we change EmailOuputEncoding on the same place (RT_SiteConfig.pm) to iso-8859-1. We will later test with iso-8859-15 for the Eurosign working. But for now, all seems to be perfect. Regards, Dirk From Thomas.Knaupp at schwarz.de Wed May 7 09:17:03 2003 From: Thomas.Knaupp at schwarz.de (Knaupp, Thomas) Date: Wed, 7 May 2003 15:17:03 +0200 Subject: AW: AW: [rt-users] international characters error again/still in RT 3.0.2pre5 Message-ID: <8AE380CFA13C7248966C234D54F967766ACFBD@scsw2kks1.d1scs.lan> | > I'm using RT 3.0.2pre5 | > and tried the same - thanks for the info .. | > now it works in the webinterface but | > auto-replies and all the outgoing mails | > are still wrong ... | | I guess your mail tool (MUA) does not support utf-8. For | compatibility | reasons we change EmailOuputEncoding on the same place | (RT_SiteConfig.pm) | to iso-8859-1. We will later test with iso-8859-15 for the | Eurosign working. | | But for now, all seems to be perfect. I've also tried this ... makes no difference .. mail is still delivered with malformed characters .. greets, tom From pape-rt at inf.fu-berlin.de Wed May 7 09:25:15 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Wed, 07 May 2003 15:25:15 +0200 Subject: AW: AW: [rt-users] international characters error again/still in RT 3.0.2pre5 In-Reply-To: <8AE380CFA13C7248966C234D54F967766ACFBD@scsw2kks1.d1scs.lan> References: <8AE380CFA13C7248966C234D54F967766ACFBD@scsw2kks1.d1scs.lan> Message-ID: <2147483647.1052321115@[10.0.255.35]> Hello, --Am Mittwoch, 7. Mai 2003 15:17 Uhr +0200 schrieb "Knaupp, Thomas" : > I've also tried this ... makes no difference .. > mail is still delivered with malformed characters .. did you restart your apache later on? From jesse at bestpractical.com Wed May 7 09:28:06 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 May 2003 09:28:06 -0400 Subject: [rt-users] [rt-announce] RT 3.0.2pre6 Message-ID: <20030507132806.GQ28117@fsck.com> RT 3.0.2pre6 includes fixes to the email canonicalization system, to some chunks of the internationalization system, processing of [rt #] tags and to one particularly heavy SQL statement. It's available from http://fsck.com/pub/rt/devel/ I'd very much like to hear feedback on this release relative to pre4 and pre5. -j Project "rt.3", Branch 0 Page 1 Change Log Wed May 7 09:18:46 2003 rt.3.D000, C0, jesse, Thu Mar 13 20:43:23 2003, RT: Request Tracker, branch 3.0. RT: Request Tracker, branch 3.0. Change Delta Brief Description 76 49 [#2437] CanonicalizeEmailAddress fixes; [# 2449] html fixes for right editing; [# 2457] email addresses weren't always being canonicalized 77 50 Fixing bogus anchor tags 78 51 More performance work on WhoHaveRight; removing an extra join 79 52 Cleaning up RT tag processing 80 53 Importing utf8 fixes, _Vendor overlay support from ourinternet 81 54 Bumping the version to 3.0.2pre6 rt.3.0.D054, C81, jesse, Wed May 7 09:18:28 2003, Bumping the version to 3.0.2pre6 From: Jesse Vincent Date: Wed May 7 15:16:55 2003 Warning: the original change was in the 'being_developed' state none rt.3.0.D053, C80, jesse, Wed May 7 09:02:24 2003, Importing utf8 fixes, _ Vendor overlay support from ourinternet From: Jesse Vincent Date: Wed May 7 14:52:58 2003 none rt.3.0.D052, C79, jesse, Wed May 7 07:05:14 2003, Cleaning up RT tag processing From: Jesse Vincent Date: Wed May 7 13:04:17 2003 none rt.3.0.D051, C78, jesse, Wed May 7 07:03:27 2003, More performance work on WhoHaveRight; removing an extra join From: Jesse Vincent Date: Wed May 7 13:00:43 2003 none rt.3.0.D050, C77, jesse, Fri May 2 11:23:23 2003, Fixing bogus anchor tags From: Jesse Vincent Date: Fri May 2 17:19:54 2003 none rt.3.0.D049, C76, jesse, Fri May 2 10:26:30 2003, [#2437] CanonicalizeEmailAddress fixes; [# 2449] html fixes for right editing; [# 2457] email addresses weren't always being canonicalized From: Jesse Vincent Date: Fri May 2 16:24:40 2003 none -- 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 jeff.hoover at infotechfl.com Wed May 7 09:44:02 2003 From: jeff.hoover at infotechfl.com (Jeff Hoover) Date: Wed, 07 May 2003 09:44:02 -0400 Subject: [rt-users] Bugs in 3.0.2? Message-ID: <5.1.0.14.0.20030507093821.028fa1b8@mail.infotechfl.com> I have noticed only two problems so far in our RT 3.0.2 beta testing: 1. If you click on a queue name in the quick search box from the home screen, no tickets come up because the current search criteria says 'Status = ARRAY(0x99ee470)'. 2. Attachments are fine on the web interface, but come through as default.txt in an email. Are there patches for either of these problems? Thanks, Jeff From jesse at bestpractical.com Wed May 7 09:46:45 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 May 2003 09:46:45 -0400 Subject: [rt-users] Bugs in 3.0.2? In-Reply-To: <5.1.0.14.0.20030507093821.028fa1b8@mail.infotechfl.com> References: <5.1.0.14.0.20030507093821.028fa1b8@mail.infotechfl.com> Message-ID: <20030507134645.GS28117@fsck.com> What 3.0.2 beta. #1 should be fine in anything recent. #2: do you mean that their filenames are munged or the content is munged? On Wed, May 07, 2003 at 09:44:02AM -0400, Jeff Hoover wrote: > I have noticed only two problems so far in our RT 3.0.2 beta testing: > > 1. If you click on a queue name in the quick search box from the home > screen, no tickets come up because the current search criteria says 'Status > = ARRAY(0x99ee470)'. > > 2. Attachments are fine on the web interface, but come through as > default.txt in an email. > > Are there patches for either of these problems? > > Thanks, > Jeff > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 Thomas.Knaupp at schwarz.de Wed May 7 09:48:25 2003 From: Thomas.Knaupp at schwarz.de (Knaupp, Thomas) Date: Wed, 7 May 2003 15:48:25 +0200 Subject: AW: AW: [rt-users] international characters error again/still in RT 3.0.2pre5 Message-ID: <8AE380CFA13C7248966C234D54F967766ACFC1@scsw2kks1.d1scs.lan> after updating to RT 3.0.2pre6 I still get the wrong characters in outgoing mails ... there is no difference between using Set($EmailOutputEncoding , 'iso-8859-1'); or Set($EmailOutputEncoding , 'utf-8'); | -----Urspr?ngliche Nachricht----- | Von: Dirk Pape [mailto:pape-rt at inf.fu-berlin.de] | Gesendet: Mittwoch, 7. Mai 2003 15:25 | An: Knaupp, Thomas; rt-users at lists.fsck.com | Betreff: Re: AW: AW: [rt-users] international characters error | again/still in RT 3.0.2pre5 | | | Hello, | | --Am Mittwoch, 7. Mai 2003 15:17 Uhr +0200 schrieb "Knaupp, Thomas" | : | | > I've also tried this ... makes no difference .. | > mail is still delivered with malformed characters .. | | did you restart your apache later on? | | | From khera at kcilink.com Wed May 7 09:48:44 2003 From: khera at kcilink.com (Vivek Khera) Date: Wed, 7 May 2003 09:48:44 -0400 Subject: [rt-users] suidperl problem In-Reply-To: <002a01c3141e$bf7e3680$1401a8c0@genocide> References: <20030506222023.GD8280@isis.visi.com> <002a01c3141e$bf7e3680$1401a8c0@genocide> Message-ID: <16057.3772.358727.887156@yertle.int.kciLink.com> >>>>> "CK" == Chris Knipe writes: CK> Stupid question, but is the perl executable setuid? CK> chmod u+s /usr/bin/perl that is a *BAD* thing to do. setuid perl is a separate thing! From jesse at bestpractical.com Wed May 7 09:45:57 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 May 2003 09:45:57 -0400 Subject: [rt-users] [rt-announce] RT2 to RT 3 1.12 Message-ID: <20030507134557.GR28117@fsck.com> Thanks to a patch from Gary Oberbrunner, the rt2 import tool should now handle global custom field import correctly. Version 1.12 is available at: http://fsck.com/pub/rt/devel/rt2-to-rt3-v1.12.tar.gz -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. _______________________________________________ rt-announce mailing list rt-announce at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-announce From jeff.hoover at infotechfl.com Wed May 7 10:05:44 2003 From: jeff.hoover at infotechfl.com (Jeff Hoover) Date: Wed, 07 May 2003 10:05:44 -0400 Subject: [rt-users] Bugs in 3.0.2? In-Reply-To: <20030507134645.GS28117@fsck.com> References: <5.1.0.14.0.20030507093821.028fa1b8@mail.infotechfl.com> <5.1.0.14.0.20030507093821.028fa1b8@mail.infotechfl.com> Message-ID: <5.1.0.14.0.20030507100228.028fa070@mail.infotechfl.com> At 09:46 AM 5/7/2003, Jesse Vincent wrote: >What 3.0.2 beta. #1 should be fine in anything recent. Yes. Thanks, I'll upgrade to fix that. >#2: do you mean that their filenames are munged or the content is >munged? For example, I attached an image and it comes through as: Content-Type: image/jpeg; name="default.txt"; Content-Disposition: inline Shouldn't the file keep the original filename? Maybe this isn't a bug. I guess I just don't know how it is supposed to work? Thanks, Jeff >On Wed, May 07, 2003 at 09:44:02AM -0400, Jeff Hoover wrote: > > I have noticed only two problems so far in our RT 3.0.2 beta testing: > > > > 1. If you click on a queue name in the quick search box from the home > > screen, no tickets come up because the current search criteria says > 'Status > > = ARRAY(0x99ee470)'. > > > > 2. Attachments are fine on the web interface, but come through as > > default.txt in an email. > > > > Are there patches for either of these problems? > > > > Thanks, > > Jeff > > > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.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 jesse at bestpractical.com Wed May 7 10:07:26 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 May 2003 10:07:26 -0400 Subject: [rt-users] Bugs in 3.0.2? In-Reply-To: <5.1.0.14.0.20030507100228.028fa070@mail.infotechfl.com> References: <5.1.0.14.0.20030507093821.028fa1b8@mail.infotechfl.com> <5.1.0.14.0.20030507093821.028fa1b8@mail.infotechfl.com> <5.1.0.14.0.20030507100228.028fa070@mail.infotechfl.com> Message-ID: <20030507140726.GU28117@fsck.com> Try pre6 on that one. it _is_ supposed to keep the filename. On Wed, May 07, 2003 at 10:05:44AM -0400, Jeff Hoover wrote: > At 09:46 AM 5/7/2003, Jesse Vincent wrote: > >What 3.0.2 beta. #1 should be fine in anything recent. > > Yes. Thanks, I'll upgrade to fix that. > > >#2: do you mean that their filenames are munged or the content is > >munged? > > For example, I attached an image and it comes through as: > > Content-Type: image/jpeg; name="default.txt"; > Content-Disposition: inline > > Shouldn't the file keep the original filename? Maybe this isn't a bug. I > guess I just don't know how it is supposed to work? > > Thanks, > Jeff > > >On Wed, May 07, 2003 at 09:44:02AM -0400, Jeff Hoover wrote: > >> I have noticed only two problems so far in our RT 3.0.2 beta testing: > >> > >> 1. If you click on a queue name in the quick search box from the home > >> screen, no tickets come up because the current search criteria says > >'Status > >> = ARRAY(0x99ee470)'. > >> > >> 2. Attachments are fine on the web interface, but come through as > >> default.txt in an email. > >> > >> Are there patches for either of these problems? > >> > >> Thanks, > >> Jeff > >> > >> > >> > >> _______________________________________________ > >> rt-users mailing list > >> rt-users at lists.fsck.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 stefanp at edo.uni-dortmund.de Wed May 7 10:26:19 2003 From: stefanp at edo.uni-dortmund.de (Stefan Pampel) Date: Wed, 07 May 2003 16:26:19 +0200 Subject: [rt-users] problems setting up apache with DBI Message-ID: <3EB9178B.C18821FF@edo.uni-dortmund.de> Hi, I have problems setting up Apache 1.3.26 (Debian Woody, RT3) My Lines from httpd.conf are: > ServerAdmin webmaster at host.some_domain.com DocumentRoot /opt/rt3/share/html/ AddDefaultCharset UTF-8 ServerName ErrorLog logs/vh-error.log CustomLog logs/vh-access.log common PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason When I run # apachectl configtest I get the following Errormsg: Syntax error on line 1008 of /etc/apache/httpd.conf: Can't locate object method "require_version" via package "DBI" (perhaps you forgot to load "DBI"?) at /usr/share/perl5/Apache/DBI.pm line 9. Compilation failed in require at (eval 4) line 3 Any Ideas? Greets -Stefan From hwagener at hamburg.fcb.com Wed May 7 10:28:55 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Wed, 7 May 2003 16:28:55 +0200 Subject: AW: [rt-users] international characters error again/still in RT 3.0.2pre5 In-Reply-To: <2147483647.1052320047@[10.0.255.35]> Message-ID: <3BB78DE8-8098-11D7-9E31-003065DC18B8@hamburg.fcb.com> On Mittwoch, Mai 7, 2003, at 03:07 Uhr, Dirk Pape wrote: > > I guess your mail tool (MUA) does not support utf-8. For compatibility > reasons we change EmailOuputEncoding on the same place > (RT_SiteConfig.pm) to iso-8859-1. We will later test with iso-8859-15 > for the Eurosign working. 8859-15 works fine over here. Right now I deem our switch over to RT 3 as a stunning success! Except for the crunchy bits that were not at all caused by RT, but rather uncovered by it. Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From Thomas.Knaupp at schwarz.de Wed May 7 10:53:33 2003 From: Thomas.Knaupp at schwarz.de (Knaupp, Thomas) Date: Wed, 7 May 2003 16:53:33 +0200 Subject: AW: AW: [rt-users] international characters error again/still in RT 3.0.2pre5 Message-ID: <8AE380CFA13C7248966C234D54F96776013FA3@scsw2kks1.d1scs.lan> no difference for me when using iso-8859-15 ... really strange: the subject line is always showing the umlauts perfectly but every umlaut in the message body is malformed ... regards, Tom | -----Urspr?ngliche Nachricht----- | Von: Harald Wagener [mailto:hwagener at hamburg.fcb.com] | Gesendet: Mittwoch, 7. Mai 2003 16:29 | An: rt-users at lists.fsck.com | Betreff: Re: AW: [rt-users] international characters error | again/still | in RT 3.0.2pre5 | | | | On Mittwoch, Mai 7, 2003, at 03:07 Uhr, Dirk Pape wrote: | > | > I guess your mail tool (MUA) does not support utf-8. For | compatibility | > reasons we change EmailOuputEncoding on the same place | > (RT_SiteConfig.pm) to iso-8859-1. We will later test with | iso-8859-15 | > for the Eurosign working. | | 8859-15 works fine over here. Right now I deem our switch | over to RT 3 | as a stunning success! Except for the crunchy bits that were | not at all | caused by RT, but rather uncovered by it. | | Regards, | Harald | | -- | Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From sw-lists at onyx.net Wed May 7 10:56:14 2003 From: sw-lists at onyx.net (Simon Woodward) Date: 07 May 2003 15:56:14 +0100 Subject: [rt-users] Re: RT 3.0 Speed In-Reply-To: <1052296537.15103.14232.camel@brockrigg.onyx.net> References: <09c401c313e5$9bfa8170$0f00000a@bernoulli> <000b01c313e6$5e6e7950$1401a8c0@genocide> <1052236273.15106.13567.camel@brockrigg.onyx.net> <001101c313e8$0b68bde0$1401a8c0@genocide> <1052296537.15103.14232.camel@brockrigg.onyx.net> Message-ID: <1052319373.15504.14759.camel@brockrigg.onyx.net> Still browsing about this one ... have just found : mysqladmin -u root -p extended-status | Handler_read_rnd_next | 135533867 | Handler_read_rnd_next : Number of requests to read the next row in the datafile. This will be high if you are doing a lot of table scans. Generally this suggests that your tables are not properly indexed or that your queries are not written to take advantage of the indexes you have. Any thoughts on this ??? Cheers, Simon. -- Simon Woodward Onyx Internet From jcrocker at arsenaldigital.com Wed May 7 10:57:12 2003 From: jcrocker at arsenaldigital.com (Jason Crocker) Date: Wed, 7 May 2003 10:57:12 -0400 Subject: [rt-users] Disable re-open Message-ID: Is there any way in RT3 to prevent users from reopening resolved tickets? Thanks, Jason Crocker Arsenal Digital Solutions -------------- next part -------------- An HTML attachment was scrubbed... URL: From sw-lists at onyx.net Wed May 7 11:10:12 2003 From: sw-lists at onyx.net (Simon Woodward) Date: 07 May 2003 16:10:12 +0100 Subject: [rt-users] Disable re-open In-Reply-To: References: Message-ID: <1052320212.15107.14772.camel@brockrigg.onyx.net> Yeah, remove one of the permissions ... (ReplyToTicket ??) Vaguely remember something like this, because in the early days of RT2, I had a problem granting this right to people, but my memory is hazy on the priv, but I think thats it. Please jump in and correct me if its not. Cheers, Simon. -- Simon Woodward Onyx Internet From sw-lists at onyx.net Wed May 7 11:11:08 2003 From: sw-lists at onyx.net (Simon Woodward) Date: 07 May 2003 16:11:08 +0100 Subject: [rt-users] Disable re-open In-Reply-To: References: Message-ID: <1052320268.15500.14774.camel@brockrigg.onyx.net> Lies, ModifyTicket I think. On Wed, 2003-05-07 at 15:57, Jason Crocker wrote: > Is there any way in RT3 to prevent users from reopening resolved > tickets? > > Thanks, > > Jason Crocker > Arsenal Digital Solutions -- Simon Woodward Onyx Internet From jeff.hoover at infotechfl.com Wed May 7 11:16:03 2003 From: jeff.hoover at infotechfl.com (Jeff Hoover) Date: Wed, 07 May 2003 11:16:03 -0400 Subject: [rt-users] Bugs in 3.0.2? In-Reply-To: <20030507140726.GU28117@fsck.com> References: <5.1.0.14.0.20030507100228.028fa070@mail.infotechfl.com> <5.1.0.14.0.20030507093821.028fa1b8@mail.infotechfl.com> <5.1.0.14.0.20030507093821.028fa1b8@mail.infotechfl.com> <5.1.0.14.0.20030507100228.028fa070@mail.infotechfl.com> Message-ID: <5.1.0.14.0.20030507111522.029cb8d0@mail.infotechfl.com> pre6 fixed both problems. Thanks, Jeff At 10:07 AM 5/7/2003, Jesse Vincent wrote: >Try pre6 on that one. it _is_ supposed to keep the filename. > > > >On Wed, May 07, 2003 at 10:05:44AM -0400, Jeff Hoover wrote: > > At 09:46 AM 5/7/2003, Jesse Vincent wrote: > > >What 3.0.2 beta. #1 should be fine in anything recent. > > > > Yes. Thanks, I'll upgrade to fix that. > > > > >#2: do you mean that their filenames are munged or the content is > > >munged? > > > > For example, I attached an image and it comes through as: > > > > Content-Type: image/jpeg; name="default.txt"; > > Content-Disposition: inline > > > > Shouldn't the file keep the original filename? Maybe this isn't a bug. I > > guess I just don't know how it is supposed to work? > > > > Thanks, > > Jeff > > > > >On Wed, May 07, 2003 at 09:44:02AM -0400, Jeff Hoover wrote: > > >> I have noticed only two problems so far in our RT 3.0.2 beta testing: > > >> > > >> 1. If you click on a queue name in the quick search box from the home > > >> screen, no tickets come up because the current search criteria says > > >'Status > > >> = ARRAY(0x99ee470)'. > > >> > > >> 2. Attachments are fine on the web interface, but come through as > > >> default.txt in an email. > > >> > > >> Are there patches for either of these problems? > > >> > > >> Thanks, > > >> Jeff > > >> > > >> > > >> > > >> _______________________________________________ > > >> rt-users mailing list > > >> rt-users at lists.fsck.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. >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.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 jcrocker at arsenaldigital.com Wed May 7 11:16:50 2003 From: jcrocker at arsenaldigital.com (Jason Crocker) Date: Wed, 7 May 2003 11:16:50 -0400 Subject: [rt-users] Disable re-open Message-ID: Will they be able to modify the ticket while is still open if I disable modify ticket? Jason Crocker -----Original Message----- From: Simon Woodward [mailto:sw-lists at onyx.net] Sent: Wednesday, May 07, 2003 11:11 AM To: Jason Crocker Cc: 'rt-users at lists.fsck.com' Subject: Re: [rt-users] Disable re-open Lies, ModifyTicket I think. On Wed, 2003-05-07 at 15:57, Jason Crocker wrote: > Is there any way in RT3 to prevent users from reopening resolved > tickets? > > Thanks, > > Jason Crocker > Arsenal Digital Solutions -- Simon Woodward Onyx Internet -------------- next part -------------- An HTML attachment was scrubbed... URL: From sw-lists at onyx.net Wed May 7 11:22:08 2003 From: sw-lists at onyx.net (Simon Woodward) Date: 07 May 2003 16:22:08 +0100 Subject: [rt-users] Disable re-open In-Reply-To: References: Message-ID: <1052320927.15103.14786.camel@brockrigg.onyx.net> Hi Jason, Depends on the level you want them to be able to modify the ticket: ModifyTicket grants: change tickets' subject, status, time worked, time left, priorities, queue, dates, watchers, owner, and relationships to other tickets; add comments and replies to tickets however if you just want them to be able to reply to ticket, the ReplyToTicket priv is enough. I don't know about your environment, but do you want users modifying all that other stuff ?? Cheers, Simon. On Wed, 2003-05-07 at 16:16, Jason Crocker wrote: > Will they be able to modify the ticket while is still open if I > disable modify ticket? > > Jason Crocker > > > -----Original Message----- > From: Simon Woodward [mailto:sw-lists at onyx.net] > Sent: Wednesday, May 07, 2003 11:11 AM > To: Jason Crocker > Cc: 'rt-users at lists.fsck.com' > Subject: Re: [rt-users] Disable re-open > > > Lies, ModifyTicket I think. > > On Wed, 2003-05-07 at 15:57, Jason Crocker wrote: > > Is there any way in RT3 to prevent users from reopening resolved > > tickets? > > > > Thanks, > > > > Jason Crocker > > Arsenal Digital Solutions > -- > Simon Woodward > Onyx Internet -- Simon Woodward Onyx Internet From autrijus at autrijus.org Wed May 7 11:54:50 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Wed, 7 May 2003 23:54:50 +0800 Subject: [rt-users] international characters error again/still in RT 3.0.2pre5 In-Reply-To: <2147483647.1052307757@[10.0.255.35]> References: <2147483647.1052305992@[10.0.255.35]> <2147483647.1052307388@[10.0.255.35]> <2147483647.1052307757@[10.0.255.35]> Message-ID: <20030507155450.GA661@not.autrijus.org> On Wed, May 07, 2003 at 11:42:38AM +0200, Dirk Pape wrote: > --Am Mittwoch, 7. Mai 2003 11:36 Uhr +0200 schrieb Dirk Pape > : > >@EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless > (@EmailEncodings); > this had been copied earlier from a (buggy?) RT_Config.pm > as in the new RT_Config.pm, restarted apache-ssl and it works now FWIW, that fix was in -pre5. 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 jcrocker at arsenaldigital.com Wed May 7 12:10:09 2003 From: jcrocker at arsenaldigital.com (Jason Crocker) Date: Wed, 7 May 2003 12:10:09 -0400 Subject: [rt-users] Disable re-open Message-ID: They need most of those permissions excluding the status change. Is that possible? Thanks, Jason Crocker Arsenal Digital Solutions -----Original Message----- From: Simon Woodward [mailto:sw-lists at onyx.net] Sent: Wednesday, May 07, 2003 11:22 AM To: Jason Crocker Cc: 'rt-users at lists.fsck.com' Subject: RE: [rt-users] Disable re-open Hi Jason, Depends on the level you want them to be able to modify the ticket: ModifyTicket grants: change tickets' subject, status, time worked, time left, priorities, queue, dates, watchers, owner, and relationships to other tickets; add comments and replies to tickets however if you just want them to be able to reply to ticket, the ReplyToTicket priv is enough. I don't know about your environment, but do you want users modifying all that other stuff ?? Cheers, Simon. On Wed, 2003-05-07 at 16:16, Jason Crocker wrote: > Will they be able to modify the ticket while is still open if I > disable modify ticket? > > Jason Crocker > > > -----Original Message----- > From: Simon Woodward [mailto:sw-lists at onyx.net] > Sent: Wednesday, May 07, 2003 11:11 AM > To: Jason Crocker > Cc: 'rt-users at lists.fsck.com' > Subject: Re: [rt-users] Disable re-open > > > Lies, ModifyTicket I think. > > On Wed, 2003-05-07 at 15:57, Jason Crocker wrote: > > Is there any way in RT3 to prevent users from reopening resolved > > tickets? > > > > Thanks, > > > > Jason Crocker > > Arsenal Digital Solutions > -- > Simon Woodward > Onyx Internet -- Simon Woodward Onyx Internet -------------- next part -------------- An HTML attachment was scrubbed... URL: From garyo at genarts.com Wed May 7 13:38:17 2003 From: garyo at genarts.com (Gary Oberbrunner) Date: Wed, 07 May 2003 13:38:17 -0400 Subject: [rt-users] Auto-open ticket on create? (and some generic scrip questions) Message-ID: <3EB94489.5040908@genarts.com> We would essentially like to omit the 'new' state for tickets by auto-opening them on creation. Does anyone have an action and condition for doing that? I am good with perl, but only vaguely understand how conditions and actions and the RT system interact. I do see that I can't use the standard AutoOpen action because it requires something about not $self->TransactionObj->IsInbound, and I have no idea about what that means. Also it has a very strange comment that says "This Action will open the BASE if a dependent is resolved" which makes it look like it's not at all the right thing. Maybe an old comment? I also need an OnCreate condition, which doesn't seem to be present in my /opt/rt3/lib/RT/Condition dir (that's where these things live, right?) Could I just use StatusChange? Where do the arguments to Conditions come from? (Specifically $self->Argument, as passed to IsApplicable.) Also, StatusChange.pm tries to load StatusChange_Local.pl (and doesn't fail if not present); where would that live normally? Also, where would I install locally added Conditions and Actions? -- . . . . . . . . . . . . . . . . . . . . . . . . . Gary Oberbrunner garyo at genarts.com GenArts, Inc. Tel: 617-492-2888 8 Clinton Street Fax: 617-492-2852 Cambridge, MA 02139 USA http://web.genarts.com From carlj at MIT.EDU Wed May 7 13:53:45 2003 From: carlj at MIT.EDU (Carl Jones) Date: Wed, 7 May 2003 13:53:45 -0400 Subject: [rt-users] RT3 and apache2 error: PerlOptions +GlobalRequest Message-ID: Hi, I'm getting the following error trying to start apache2.0.45 w/mod_perl 1.99_09 [root at libaxis2 bin]# ./apachectl start [Wed May 07 13:24:01 2003] [error] Global $r object is not available. Set: PerlOptions +GlobalRequest in httpd.conf at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 569. Compilation failed in require at (eval 5) line 1. Here are my configuration directives: ServerName 18.51.1.168:9500 ServerAdmin carlj at mit.edu DocumentRoot /usr/local/rt3/share/html AddDefaultCharSet UTF-8 PerlModule Apache2 Apache::compat PerlModule Apache2 Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason ErrorLog logs/rt3_error_log #CustomLog logs/rt3-access_log_common Not sure what to try next. Thanks. Carl From cwfox at fujitsu.com Wed May 7 14:02:19 2003 From: cwfox at fujitsu.com (Camron W. Fox) Date: Wed, 7 May 2003 08:02:19 -1000 Subject: [rt-users] (no subject) In-Reply-To: <1783267A2FFCD411BF81000255D414874A04C9@MAX1> Message-ID: > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Simon Lippmann > Sent: Wednesday, May 07, 2003 00:41 > To: Rt-Users mailing list (E-mail) > Subject: [rt-users] (no subject) > > > Hi, I'm trying to run rt-2.0-to-dumpfile as part of converting rt v2 to v3 > but I get; > > ./rt-2.0-to-dumpfile: /usr/bin/perl: bad interpreter: Permission denied > > 'bad interpreter'? /usr/bin/perl exists and I'm logged in as root. What > should I try? > > This may well be a stupid question, but I'm too newbie to know. > Thanks, > Simon > > Not to be rude, but did you make sure to chmod the rt-2.0-to-dumpfile and dumpfile-to-rt-3.0 after you untar'd them? Best Regards, Camron Camron W. Fox Hilo Office High Performance Computing Group Fujitsu America, INC. E-mail: cwfox at fujitsu.com Phone: (808) 934-4102 Pager: (808) 934-1290 Cell: (808) 937-5026 From bill at daze.net Wed May 7 14:17:52 2003 From: bill at daze.net (bill at daze.net) Date: Wed, 7 May 2003 11:17:52 -0700 (PDT) Subject: [rt-users] weird "Draining Input" mail loop Message-ID: <20030507111630.O75664-100000@droid.daze.net> We upgraded from 3.0.0 to 3.0.2pre5 over the weekend. Yesterday afternoon, we started getting an e-mail to our abuse address that looks like a virus. We were getting the same e-mail from the same person over and over so at first I thought their system was in a loop. When I looked into it futher, I discovered that we only received the message once. The loop is within RT. RT successfully delivers the message, however the following two lines appear in the maillog over and over (for each delivery): timeout waiting for input from local during Draining Input to="|/usr/local/rt3/bin/rt-mailgate --queue abuse-reports --action correspond --url http://localhost/", ctladdr=<##STRIPPED##> (26/0), delay=07:50:23, xdelay=00:03:02, mailer=prog, pri=1864651, dsn=4.0.0, stat=Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL We have RT set to truncate attachements at 8k (if we could we would turn off attachements completely but since RT treats the body of the message as an attachment we can't so that): Set($MaxAttachmentSize , 8192); # 8k Set($TruncateLongAttachments , 1); Set($DropLongAttachments , 1); Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m"); Looking in the mail queue, I see the message is about 392k: -rw------- 1 root daemon 393671 May 6 16:15 dfh46NFISb055113 -rw------- 1 root daemon 1529 May 7 10:35 qfh46NFISb055113 I deleted the message from the queue to kill the loop. I'm wondering if the size of the message is causing the problem. We have received other large messages about this size (truncated of course) while using 3.0.0 without any problems. Any ideas? Our configuration: FreeBSD 4.7 / rt3.0.2pre5 / Sendmail 8.12.6p2 / mysql 3.23.52 (InnoDB tables) Apache/1.3.27 (Unix) mod_ssl/2.8.11 OpenSSL/0.9.6g mod_fastcgi/2.2.12 Regards, Bill From kfh at mqsoftware.com Wed May 7 14:31:57 2003 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 7 May 2003 13:31:57 -0500 Subject: [rt-users] How do queue based custom fields interact between queues? Message-ID: We're looking to put rt3 into use for a couple of different purposes here, and I'm trying to figure out how we're going to set up our custom fields. Let's say that I have 3 queues, one for support, one for development, and one for our internal IT help desk. For the dev and support queues, I'm going to want fields like customer name, product version, etc., that I don't want for the internal IT tickets. If I create those under global, they will show up for all. If I create them on the dev queue, then take a dev ticket and move it to support, the fields disappear, but they come back (with the right values) if I move it back to dev. If I create a custom field in support with the same name and values, the value doesn't migrate from dev to support, but still comes back when you move it back to dev (presumably the customer fields have a unique internal id, even though the names are the same). So, I guess the question comes down to whether or not there's a way to create a custom field that is used by more than one queue, without making it a global CF? I'm guessing that there isn't, but it seems like it would be nice. Maybe implemented as a queue property, you could have a check next to each global CF, saying whether or not it's valid for this queue...... Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From cag at us.ibm.com Wed May 7 15:40:04 2003 From: cag at us.ibm.com (Christian Gilmore) Date: Wed, 7 May 2003 14:40:04 -0500 Subject: [rt-users] mailgate and EX_TEMPFAIL Message-ID: I really need some help with this problem I posted yesterday. I have only a few more days to get my RT3 upgrade to work before I'll have to pull the plug and continue to use RT2 for a long while. I have the log levels set to debug, but no useful output comes out. I'm stuck, pending digging into the source code which I don't have enough time to do at the moment. Any help would be greatly appreciated. Thanks, Christian ---------------------- Christian Gilmore Technology Leader GeT Support Application Development IBM Software Group Christian Gilmore/Austin/IBM at IBMUS Sent by: rt-users-admin at lists.fsck.com 05/06/03 12:53 PM To: rt-users at lists.fsck.com cc: Subject: [rt-users] mailgate and EX_TEMPFAIL I've trolled through the last two months of the mailing lists and found plenty on this topic but none that alleviated my problem. All mail to RT via e-mail is failing with this EX_TEMPFAIL condition. Installed software: rt-3.0.2pre4 ESMTP Sendmail 8.11.6/8.11.6 mysql Ver 12.18 Distrib 4.0.12, for pc-linux (i686) apache-1.3.26 mod_perl-1.27 linux-2.2.22-7.0.3smp Here are the mail-related configuration directives from RT_SiteConfig.pm: Set($MailCommand , 'sendmail'); Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m"); Set($SendmailPath , "/usr/sbin/sendmail"); Set($UseFriendlyToLine , 0); Set($SenderMustExistInExternalDatabase , 1); I have altered /opt/rt3/lib/RT/EmailParser.pm by inserting the same code from RT2 (modulo the altered input argument object) for the LookupExternalUserInfo method (which is what is found from me in the rt2 contrib tree). Otherwise, I have made no modifications to RT. The following two files were resting in /var/spool/mqueue after the failed transaction. This is a multipart message in MIME format. --=_alternative 00606D7286256D1E_= Content-Type: text/plain; charset="us-ascii" testing Thanks, Christian ---------------------- Christian Gilmore Technology Leader GeT Support Application Development IBM Software Group --=_alternative 00606D7286256D1E_= Content-Type: text/html; charset="us-ascii"
testing

Thanks,
Christian

----------------------
Christian Gilmore
Technology Leader
GeT Support Application Development
IBM Software Group
 --=_alternative 00606D7286256D1E_=-- V4 T1052242533 K1052242533 N1 P30624 I8/7/226486 MDeferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL Fb $_westrelay02.boulder.ibm.com [9.17.195.11] $rESMTP $swestrelay02.boulder.ibm.com ${daemon_flags} ${if_addr}146.84.104.70 S Cwebreq:8:0: RPFDA:"|/opt/rt3/bin/rt-mailgate --debug --queue webreq --action correspond --url http://norad1.tivoli.com/rt" H?P?Return-Path: H??Received: from westrelay02.boulder.ibm.com (westrelay02.boulder.ibm.com [9.17.195.11]) by norad1.tivoli.com (8.11.6/8.11.6) with ESMTP id h46HZWr28476 for ; Tue, 6 May 2003 12:35:33 -0500 H??Received: from d03nm119.boulder.ibm.com (d03av02.boulder.ibm.com [9.17.193.82]) by westrelay02.boulder.ibm.com (8.12.9/NCO/VER6.5) with ESMTP id h46HZWfP047472 for ; Tue, 6 May 2003 11:35:32 -0600 H??To: webreq at norad1.tivoli.com H??MIME-Version: 1.0 H??Subject: Test H??X-Mailer: Lotus Notes Release 5.0.11 July 24, 2002 H??From: Christian Gilmore H??Message-ID: H??Date: Tue, 6 May 2003 12:35:31 -0500 H??X-MIMETrack: Serialize by Router on D03NM119/03/M/IBM(Release 6.0.1 [IBM]|April 17, 2003) at 05/06/2003 11:35:32, Serialize complete at 05/06/2003 11:35:32 H??Content-Type: multipart/alternative; boundary="=_alternative 00606D7286256D1E_=" . Also, the /var/log/maillog shows the following two lines: May 6 12:35:33 norad1 sendmail[28476]: h46HZWr28476: from=, size=1351, class=0, nrcpts=1, msgid=, proto=ESMTP, daemon=MTA, relay=westrelay02.boulder.ibm.com [9.17.195.11] May 6 12:35:33 norad1 sendmail[28477]: h46HZWr28476: to="|/opt/rt3/bin/rt-mailgate --debug --queue webreq --action correspond --url http://norad1.tivoli.com/rt", ctladdr= (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30624, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL No mail ever gets returned to the user. Transactions via the web interface are successful and generate appropriate outbound e-mail messages. Thanks, Christian ---------------------- Christian Gilmore Technology Leader GeT Support Application Development IBM Software Group -------------- next part -------------- An HTML attachment was scrubbed... URL: From klaus.hoffmann at s3-med.de Wed May 7 16:25:05 2003 From: klaus.hoffmann at s3-med.de (Klaus Hoffmann) Date: 07 May 2003 22:25:05 +0200 Subject: [rt-users] Which cases are modified? Message-ID: <1052339105.2050.19.camel@klaus.s3-med.de> Normally, Tickets-Correspondencs comes in all the time. Is there any way to have a quick glance at the modified/newly commented tickets. As far as I can see the only way is to make a new search. Couldn't there be colors for the new modified tickets - modified from comments? Regards Klaus -- Klaus Hoffmann EMail: klaus.hoffmann at s3-med.de HOFFMANN Consulting Tel.: +49-7161-989464 Unternehmensberatungs GmbH Fax: +49-7161-989466 Zeisigweg 1 Mobil: +49-170-2033183 D-73054 Eislingen Mobilfx:+49-170-132033230 From rt at doutsis.com Wed May 7 21:16:33 2003 From: rt at doutsis.com (James Doutsis) Date: Thu, 8 May 2003 11:16:33 +1000 Subject: [rt-users] Installation issues Message-ID: <007301c314ff$76dd81b0$4c00000a@ddpcjames> Hi all, I'm new the the RT world and am trying to set it up. After RT is installed, and the virual server is added in Apache, I browse to the server and am getting the following : ---- %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explictly superceded by other copyright notices) %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# Unless otherwise specified, all modifications, corrections or %# extensions to this work which alter its source code become the %# property of Best Practical Solutions, LLC when submitted for %# inclusion in the work. %# %# %# END LICENSE BLOCK <& /Elements/Header, Title=>loc("RT at a glance"), Refresh => $session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab => '', Title=>loc("RT at a glance") &> ** TEXT TAKEN OUT OF HERE DUE TO FORMATTING PROBLEMS <%init> if ( $ARGS{'q'} ) { my $query = $ARGS{'q'}; if ( $query =~ m/^\s*(\d+)\s*$/ ) { $m->redirect("$RT::WebPath/Ticket/Display.html?id=$1"); } $session{'tickets'} = RT::Tickets->new( $session{'CurrentUser'} ); if ( $query =~ m/\@/ ) { $session{'tickets'}->LimitRequestor( VALUE => $query, OPERATOR => '=', ); $m->redirect("$RT::WebPath/Search/Listing.html"); } # # Any search on queue name or subject will be for new/open tickets # only. # $session{'tickets'}->LimitStatus( VALUE => $_, OPERATOR => '=', ) for qw(open new); my $queue = RT::Queue->new( $session{'CurrentUser'} ); if ( $queue->Load($query) && $queue->Id ) { $session{'tickets'}->LimitQueue( VALUE => $queue->Id, OPERATOR => '=', ); $m->redirect("$RT::WebPath/Search/Listing.html"); } $session{'tickets'}->LimitSubject( VALUE => $query, OPERATOR => 'LIKE' ); $m->redirect("$RT::WebPath/Search/Listing.html"); } if ($ARGS{'HomeRefreshInterval'}) { $session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; } ---- I've tried several installs of RT with a fresh installs of Linux (using Redhat 8), tried using Postgres and MySQL databases and different perl mods all with no luck. As you can probably guess, I am no Linux expert although I get things done, it just takes my time :) Any help would be greatly apprecaited! Kind regards, James Doutsis -------------- next part -------------- An HTML attachment was scrubbed... URL: From hwagener at hamburg.fcb.com Thu May 8 04:27:49 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Thu, 8 May 2003 10:27:49 +0200 Subject: [rt-users] Installation issues In-Reply-To: <007301c314ff$76dd81b0$4c00000a@ddpcjames> Message-ID: On Donnerstag, Mai 8, 2003, at 03:16 Uhr, James Doutsis wrote: > Hi all, > > I'm new the the RT world and am trying to set it up.? After RT is > installed, and the virual server is added in Apache, I browse to the > server and am getting the following : Please send over a copy of Your VirtualHost entry. Regards, Harald Wagener -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From sw-lists at onyx.net Thu May 8 04:32:58 2003 From: sw-lists at onyx.net (Simon Woodward) Date: 08 May 2003 09:32:58 +0100 Subject: [rt-users] RT3 Speed Info Message-ID: <1052382778.15107.16847.camel@brockrigg.onyx.net> Okay ... lets play spot the difference: Table RT2 Data Rows: RT3 Imported Data Rows: GroupMembers 35 116012 Groups 15 171333 And this was created with the import tool ... so this could well be where the problem lies ?? Hopefully Jesse can provide a nod in the right direction here ? I don't know, maybe RT3 needs 100's of thousands of groups ? But I doubt it ;-). Cheers, Simon. From mfrick at learnedsolutions.com Thu May 8 04:56:40 2003 From: mfrick at learnedsolutions.com (Matthew Frick) Date: Thu, 8 May 2003 16:56:40 +0800 Subject: [rt-users] Re: rt upgrade / test In-Reply-To: <200305071518.25327.mfrick@learnedsolutions.com> References: <4.3.2.7.2.20030422231703.028c5ec0@mail.qrts.com> <20030507010324.GF846@spacepants.org> <200305071518.25327.mfrick@learnedsolutions.com> Message-ID: <200305081656.40255.mfrick@learnedsolutions.com> hate to send again but there was no response last time and I will be acting on this tomorrow so would like to know any pitfalls before I continue. > Figured I would ask quickly before I go ahead and do it ... > > I am currently running an old version of rt (1.7) and I am looking at > upgrading to 3.01 but I want to install 3.01 and have a look at it first > and make sure it is going to fit our needs before trashing the old set up > ie. I am doing a new install not using the upgrade utils. So my question is > will having a 3.01 install on the same machine as an older version in > anyway effect the operation of the previous version (that you know of)? > > thanks > > Matt From simon.lippmann at b-plan.com Thu May 8 05:00:04 2003 From: simon.lippmann at b-plan.com (Simon Lippmann) Date: Thu, 8 May 2003 10:00:04 +0100 Subject: [rt-users] (no subject) (converting rt 2 to 3) Message-ID: <1783267A2FFCD411BF81000255D414874A04CF@MAX1> Boy, do I feel silly. Back to Linux kindergarten for me... Thanks Camron. Simon -----Original Message----- From: Camron W. Fox [mailto:cwfox at fujitsu.com] Sent: 07 May 2003 19:02 To: Rt-Users mailing list (E-mail) Subject: RE: [rt-users] (no subject) > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Simon Lippmann > Sent: Wednesday, May 07, 2003 00:41 > To: Rt-Users mailing list (E-mail) > Subject: [rt-users] (no subject) > > > Hi, I'm trying to run rt-2.0-to-dumpfile as part of converting rt v2 to v3 > but I get; > > ./rt-2.0-to-dumpfile: /usr/bin/perl: bad interpreter: Permission denied > > 'bad interpreter'? /usr/bin/perl exists and I'm logged in as root. What > should I try? > > This may well be a stupid question, but I'm too newbie to know. > Thanks, > Simon > > Not to be rude, but did you make sure to chmod the rt-2.0-to-dumpfile and dumpfile-to-rt-3.0 after you untar'd them? Best Regards, Camron Camron W. Fox Hilo Office High Performance Computing Group Fujitsu America, INC. E-mail: cwfox at fujitsu.com Phone: (808) 934-4102 Pager: (808) 934-1290 Cell: (808) 937-5026 _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From hwagener at hamburg.fcb.com Thu May 8 05:06:01 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Thu, 8 May 2003 11:06:01 +0200 Subject: [rt-users] Re: rt upgrade / test In-Reply-To: <200305081656.40255.mfrick@learnedsolutions.com> Message-ID: <4A6188E6-8134-11D7-A0C6-003065DC18B8@hamburg.fcb.com> On Donnerstag, Mai 8, 2003, at 10:56 Uhr, Matthew Frick wrote: > hate to send again but there was no response last time and I will be > acting on > this tomorrow so would like to know any pitfalls before I continue. > >> Figured I would ask quickly before I go ahead and do it ... >> >> I am currently running an old version of rt (1.7) and I am looking at >> upgrading to 3.01 but I want to install 3.01 and have a look at it >> first >> and make sure it is going to fit our needs before trashing the old >> set up >> ie. I am doing a new install not using the upgrade utils. So my >> question is >> will having a 3.01 install on the same machine as an older version in >> anyway effect the operation of the previous version (that you know >> of)? >> You cannot do this with mod_perl on the same apache instance. But if You can setup another apache on another port or use fastcgi or speedycgi for RT, there should be no problem. I don't know if rt 1.7 is an early rt 2 beta, but if that is tha case, You could possibly import the old tickets as well. Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From jesse at bestpractical.com Thu May 8 06:25:44 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 May 2003 06:25:44 -0400 Subject: [rt-users] weird "Draining Input" mail loop In-Reply-To: <20030507111630.O75664-100000@droid.daze.net> References: <20030507111630.O75664-100000@droid.daze.net> Message-ID: <20030508102544.GW28117@fsck.com> On Wed, May 07, 2003 at 11:17:52AM -0700, bill at daze.net wrote: > Yesterday afternoon, we started getting an e-mail to our abuse address > that looks like a virus. We were getting the same e-mail from the same > person over and over so at first I thought their system was in a loop. > When I looked into it futher, I discovered that we only received the > message once. The loop is within RT. RT successfully delivers the > message, however the following two lines appear in the maillog over and > over (for each delivery): > Bizarre. My only guess is that the spam you got was in a weird encoding that caused RT to panic. do you have a copy of the original message that we can have a look at? > > timeout waiting for input from local during Draining Input > > to="|/usr/local/rt3/bin/rt-mailgate --queue abuse-reports --action > correspond --url http://localhost/", ctladdr=<##STRIPPED##> (26/0), > delay=07:50:23, xdelay=00:03:02, mailer=prog, pri=1864651, dsn=4.0.0, > stat=Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL > > > We have RT set to truncate attachements at 8k (if we could we would turn > off attachements completely but since RT treats the body of the message as > an attachment we can't so that): > > > Set($MaxAttachmentSize , 8192); # 8k > Set($TruncateLongAttachments , 1); > Set($DropLongAttachments , 1); > Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m"); > > > Looking in the mail queue, I see the message is about 392k: > > > -rw------- 1 root daemon 393671 May 6 16:15 dfh46NFISb055113 > -rw------- 1 root daemon 1529 May 7 10:35 qfh46NFISb055113 > > > I deleted the message from the queue to kill the loop. > > I'm wondering if the size of the message is causing the problem. We have > received other large messages about this size (truncated of course) while > using 3.0.0 without any problems. Any ideas? > > Our configuration: > FreeBSD 4.7 / rt3.0.2pre5 / Sendmail 8.12.6p2 / mysql 3.23.52 (InnoDB tables) > Apache/1.3.27 (Unix) mod_ssl/2.8.11 OpenSSL/0.9.6g mod_fastcgi/2.2.12 > > Regards, > Bill > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Thu May 8 06:27:15 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 May 2003 06:27:15 -0400 Subject: [rt-users] How do queue based custom fields interact between queues? In-Reply-To: References: Message-ID: <20030508102715.GX28117@fsck.com> On Wed, May 07, 2003 at 01:31:57PM -0500, Kelly F. Hickel wrote: > > So, I guess the question comes down to whether or not there's a way to > create a custom field that is used by more than one queue, without > making it a global CF? I'm guessing that there isn't, but it seems like > it would be nice. Maybe implemented as a queue property, you could have > a check next to each global CF, saying whether or not it's valid for > this queue...... That is not yet possible. It's something I'd like to do for 3.2, but that's all somewhat customer driven. -j > Kelly F. Hickel > > Senior Software Architect > > MQSoftware, Inc > > 952.345.8677 > > kfh at mqsoftware.com > > > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Thu May 8 06:28:21 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 May 2003 06:28:21 -0400 Subject: [rt-users] mailgate and EX_TEMPFAIL In-Reply-To: References: Message-ID: <20030508102821.GY28117@fsck.com> the mail gateway has a --debug flag. It might be helpful to hand-pipe a message to it with that flag enabled to see what the server says... On Wed, May 07, 2003 at 02:40:04PM -0500, Christian Gilmore wrote: > I really need some help with this problem I posted yesterday. I have only > a few more days to get my RT3 upgrade to work before I'll have to pull the > plug and continue to use RT2 for a long while. I have the log levels set > to debug, but no useful output comes out. I'm stuck, pending digging into > the source code which I don't have enough time to do at the moment. Any > help would be greatly appreciated. > > Thanks, > Christian > > ---------------------- > Christian Gilmore > Technology Leader > GeT Support Application Development > IBM Software Group > > > > > > Christian Gilmore/Austin/IBM at IBMUS > Sent by: rt-users-admin at lists.fsck.com > 05/06/03 12:53 PM > > > To: rt-users at lists.fsck.com > cc: > Subject: [rt-users] mailgate and EX_TEMPFAIL > > > > > I've trolled through the last two months of the mailing lists and found > plenty on this topic but none that alleviated my problem. All mail to RT > via e-mail is failing with this EX_TEMPFAIL condition. Installed software: > > rt-3.0.2pre4 > ESMTP Sendmail 8.11.6/8.11.6 > mysql Ver 12.18 Distrib 4.0.12, for pc-linux (i686) > apache-1.3.26 > mod_perl-1.27 > linux-2.2.22-7.0.3smp > > Here are the mail-related configuration directives from RT_SiteConfig.pm: > > Set($MailCommand , 'sendmail'); > Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m"); > Set($SendmailPath , "/usr/sbin/sendmail"); > Set($UseFriendlyToLine , 0); > Set($SenderMustExistInExternalDatabase , 1); > > I have altered /opt/rt3/lib/RT/EmailParser.pm by inserting the same code > from RT2 (modulo the altered input argument object) for the > LookupExternalUserInfo method (which is what is found from me in the rt2 > contrib tree). Otherwise, I have made no modifications to RT. The > following two files were resting in /var/spool/mqueue after the failed > transaction. > > This is a multipart message in MIME format. > --=_alternative 00606D7286256D1E_= > Content-Type: text/plain; charset="us-ascii" > > testing > > Thanks, > Christian > > ---------------------- > Christian Gilmore > Technology Leader > GeT Support Application Development > IBM Software Group > > --=_alternative 00606D7286256D1E_= > Content-Type: text/html; charset="us-ascii" > > >
testing
>
> Thanks,
> Christian
>
> ----------------------
> Christian Gilmore
> Technology Leader
> GeT Support Application Development
> IBM Software Group
> > --=_alternative 00606D7286256D1E_=-- > > > > V4 > T1052242533 > K1052242533 > N1 > P30624 > I8/7/226486 > MDeferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL > Fb > $_westrelay02.boulder.ibm.com [9.17.195.11] > $rESMTP > $swestrelay02.boulder.ibm.com > ${daemon_flags} > ${if_addr}146.84.104.70 > S > Cwebreq:8:0: > RPFDA:"|/opt/rt3/bin/rt-mailgate --debug --queue webreq --action > correspond --url http://norad1.tivoli.com/rt" > H?P?Return-Path: > H??Received: from westrelay02.boulder.ibm.com (westrelay02.boulder.ibm.com > [9.17.195.11]) > by norad1.tivoli.com (8.11.6/8.11.6) with ESMTP id h46HZWr28476 > for ; Tue, 6 May 2003 12:35:33 -0500 > H??Received: from d03nm119.boulder.ibm.com (d03av02.boulder.ibm.com > [9.17.193.82]) > by westrelay02.boulder.ibm.com (8.12.9/NCO/VER6.5) with ESMTP id > h46HZWfP047472 > for ; Tue, 6 May 2003 11:35:32 -0600 > H??To: webreq at norad1.tivoli.com > H??MIME-Version: 1.0 > H??Subject: Test > H??X-Mailer: Lotus Notes Release 5.0.11 July 24, 2002 > H??From: Christian Gilmore > H??Message-ID: > > H??Date: Tue, 6 May 2003 12:35:31 -0500 > H??X-MIMETrack: Serialize by Router on D03NM119/03/M/IBM(Release 6.0.1 > [IBM]|April 17, 2003) at > 05/06/2003 11:35:32, > Serialize complete at 05/06/2003 11:35:32 > H??Content-Type: multipart/alternative; boundary="=_alternative > 00606D7286256D1E_=" > . > > Also, the /var/log/maillog shows the following two lines: > > May 6 12:35:33 norad1 sendmail[28476]: h46HZWr28476: > from=, size=1351, class=0, nrcpts=1, > msgid=, > proto=ESMTP, daemon=MTA, relay=westrelay02.boulder.ibm.com [9.17.195.11] > May 6 12:35:33 norad1 sendmail[28477]: h46HZWr28476: > to="|/opt/rt3/bin/rt-mailgate --debug --queue webreq --action correspond > --url http://norad1.tivoli.com/rt", ctladdr= (8/0), delay=00:00:00, > xdelay=00:00:00, mailer=prog, pri=30624, dsn=4.0.0, stat=Deferred: prog > mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL > > No mail ever gets returned to the user. Transactions via the web interface > are successful and generate appropriate outbound e-mail messages. > > Thanks, > Christian > > ---------------------- > Christian Gilmore > Technology Leader > GeT Support Application Development > IBM Software Group > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Thu May 8 06:45:11 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 May 2003 06:45:11 -0400 Subject: [rt-users] RT3 Speed Info In-Reply-To: <1052382778.15107.16847.camel@brockrigg.onyx.net> References: <1052382778.15107.16847.camel@brockrigg.onyx.net> Message-ID: <20030508104511.GB28117@fsck.com> On Thu, May 08, 2003 at 09:32:58AM +0100, Simon Woodward wrote: > Okay ... lets play spot the difference: > > Table RT2 Data Rows: RT3 Imported Data Rows: > > GroupMembers 35 116012 > Groups 15 171333 > > And this was created with the import tool ... so this could well be > where the problem lies ?? RT's data model changed somewhat between RT2 and RT3. The 'watchers' system in RT2 was replaced with a more flexible groups system in rt3. Most of those groups and group members are actually queue and ticket roles. It might be possible to re-cast the code to lazy-create them, but unless someone can show me proof that this is what's killing some folks performance, I'm not motivated to make the change. j -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From christian.steger at ripe.at Thu May 8 06:49:28 2003 From: christian.steger at ripe.at (Christian Steger) Date: Thu, 8 May 2003 12:49:28 +0200 (CEST) Subject: [rt-users] mail loop rt 2-0-15 - how to prevent? Message-ID: <3547.195.58.161.5.1052390968.squirrel@wm.ripe.at> hi there, i know its a stupid question, but how easily i can prevent mailloops on rt2 while the responder for tickets is turned on and an requestor having an responder as well? sorry for the stupid question thanks for any answers chris From sw-lists at onyx.net Thu May 8 07:09:03 2003 From: sw-lists at onyx.net (Simon Woodward) Date: 08 May 2003 12:09:03 +0100 Subject: [rt-users] RT3 Speed Info In-Reply-To: <20030508104511.GB28117@fsck.com> References: <1052382778.15107.16847.camel@brockrigg.onyx.net> <20030508104511.GB28117@fsck.com> Message-ID: <1052392142.15504.17117.camel@brockrigg.onyx.net> Hi Jesse, > RT's data model changed somewhat between RT2 and RT3. The 'watchers' > system in RT2 was replaced with a more flexible groups system in rt3. > Most of those groups and group members are actually queue and ticket > roles. It might be possible to re-cast the code to lazy-create them, but > unless someone can show me proof that this is what's killing some folks > performance, I'm not motivated to make the change. If thats how its meant to be, thats fine. I'm just trying to go through everything I can find thats different or stands out as being a potential cause of the huge problems we are experiencing. The main problem is that I'm getting close to a point now where I can't keep justifying using RT3, I've been pouring through code / mysql docs and everything for the last few days, and all I am getting from staff "is can't we go back to the old one, because that worked", and its not going to be long before I get ordered to do it, so I'm basically running out of time. The system is just *that* slow. Cheers, Simon. From jesse at bestpractical.com Thu May 8 07:14:05 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 May 2003 07:14:05 -0400 Subject: [rt-users] [rt-announce] RT 1.0.7 vulnerable to Cross Site Scripting attacks Message-ID: <20030508111405.GE28117@fsck.com> All versions of RT 1.0, up to and including RT 1.0.7 are vulnerable to a cross site scripting attack with content included in message bodies. If you use RT 1.0 to handle mail from unknown or possibly malicious users, an attacker could exploit this hole to perform actions within RT as any staff user who uses RT 1.0's web interface to view a malicious message. More information on CSS attacks is available at http://www.cgisecurity.com/articles/xss-faq.shtml We recommend that all users upgrade to RT 2.0.15 or RT 3.0, as we don't currently plan to release a new version of RT 1.0.x (It's been retired for several years now.) If an end-user provides us with a verifiable patch to resolve this issue, we would be delighted to publish it as RT 1.0.8. Information about current versions of RT is available at http://bestpractical.com/rt. If, for some reason, you are unable to upgrade from RT 1.0.x and require commercial support, please address all inquiries to sales at bestpractical.com. We are grateful to Troy Davis and the Semaphore Corporation for bringing this issue to our attention. 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 jesse at bestpractical.com Thu May 8 07:20:22 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 May 2003 07:20:22 -0400 Subject: [rt-users] RT3 Speed Info In-Reply-To: <1052392142.15504.17117.camel@brockrigg.onyx.net> References: <1052382778.15107.16847.camel@brockrigg.onyx.net> <20030508104511.GB28117@fsck.com> <1052392142.15504.17117.camel@brockrigg.onyx.net> Message-ID: <20030508112022.GF28117@fsck.com> On Thu, May 08, 2003 at 12:09:03PM +0100, Simon Woodward wrote: > Hi Jesse, > > The main problem is that I'm getting close to a point now where I can't keep > justifying using RT3, I've been pouring through code / mysql docs and everything > for the last few days, and all I am getting from staff "is can't we go back to > the old one, because that worked", and its not going to be long before I > get ordered to do it, so I'm basically running out of time. Understood. I'm sorry that you're having performance issues. Unfortunately, I'm on holiday in Europe and have already been spending way too much time in netcafes with rt-related stuff. If you're having issues you can't resolve, the community support isn't enough to make it go and for whatever reason, commercial support isn't an option, you're probably far better off running something that will make your coworkers happy in production and debugging the issue on a test server until you're satisfied that you've resolved things. Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From sw-lists at onyx.net Thu May 8 07:34:43 2003 From: sw-lists at onyx.net (Simon Woodward) Date: 08 May 2003 12:34:43 +0100 Subject: [rt-users] RT3 Speed Info In-Reply-To: <20030508112022.GF28117@fsck.com> References: <1052382778.15107.16847.camel@brockrigg.onyx.net> <20030508104511.GB28117@fsck.com> <1052392142.15504.17117.camel@brockrigg.onyx.net> <20030508112022.GF28117@fsck.com> Message-ID: <1052393682.15107.17143.camel@brockrigg.onyx.net> Hi Jesse, > Understood. I'm sorry that you're having performance issues. > Unfortunately, I'm on holiday in Europe and have already been spending > way too much time in netcafes with rt-related stuff. If you're having > issues you can't resolve, the community support isn't enough to make it > go and for whatever reason, commercial support isn't an option, > you're probably far better off running something that will make your > coworkers happy in production and debugging the issue on a test server > until you're satisfied that you've resolved things. Also understood. Everyone needs there holidays :-) ... ... but since you're over here ... (*grin*). Seriously, yeah, I am aware of my options, its just venting ;-). Trouble is I wish I had the time to go through and debug RT, if only that was all I had to worry about, but try explaining that to manglement types !! Ho Hum. Cheers anyways. I take it from the sheer silence on the list that no-one else has any thoughts / ideas or input. I'd greatly appreciate any if you have, otherwise I think its downgrade and wait until the time is available to try again or test. Cheers, Simon. From jcrocker at arsenaldigital.com Thu May 8 08:38:28 2003 From: jcrocker at arsenaldigital.com (Jason Crocker) Date: Thu, 8 May 2003 08:38:28 -0400 Subject: [rt-users] Custom Field Values Sorting Message-ID: I have imported a large list of customers into a custom field I created. I checked the database and my SortOrder looks correct. However, when creating a ticket, "(no value)" is selected by default and it's at the bottom of the list. I'm sure this is something simple. Any ideas? Thanks, Jason Crocker -------------- next part -------------- An HTML attachment was scrubbed... URL: From Colin.Brett at proquest.co.uk Thu May 8 08:57:30 2003 From: Colin.Brett at proquest.co.uk (Brett, Colin) Date: Thu, 8 May 2003 13:57:30 +0100 Subject: [rt-users] Further priority escalation problem Message-ID: Hi, Following on from Jamie Wilkinson's advice (using rt-crontool to escalate priorities) I am now receiving the following error when rt-crontool runs: insecure cwd in find(depth) at /opt/perl-rt/lib/5.6.1/File/Find.pm line 319. The crontab entry is: # # RT escalator # 0,10,20,30,40,50 * * * * /opt/rt3/bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg=IT_Help --condition RT::Condition::Overdue --condition-arg=1 --action RT::Action::SetPriority --action-arg=10 --verbose According to the perldoc on Find.pm , the insecure cwd happens if the user running the find isn't the same as the use who owns the directory being "found in". However, I run this as either root or rtuser (who owns the Perl installed specially for RT) and get the same problem. Any suggestions? I'm not a perl guru. TIA, Colin Brett, UNIX/Oracle Administrator. ProQuest Information & Learning Tel: +44 (0)1223 271371 Email: colin.brett at proquest.co.uk From kend at xanoptix.com Thu May 8 09:37:24 2003 From: kend at xanoptix.com (kend at xanoptix.com) Date: Thu, 8 May 2003 09:37:24 -0400 (EDT) Subject: [rt-users] Outbound e-mails not going? Message-ID: <32947.10.20.2.206.1052401044.squirrel@alpha> Hey, all -- please excuse me if this is an Incredibly Dumb Question, but I've Googled, and RTFM'd, and can't figure it out. Specifically, our queue notifications don't seem to be being mailed. I assume that, at the least, the initiator of a request, as well as the address in the comment field for the queue (though I've also tried the correspondence address) should receive e-mails, but so far, my boss and I have failed to get any. Outbound localhost SMTP is working fine (via qmail), and I don't recall there being an SMTP server setting during the install, so any idea where I might be going awry? Thanks much, Ken D'Ambrosio Sr. SysAdmin, Xanoptix, Inc. From sw-lists at onyx.net Thu May 8 10:00:19 2003 From: sw-lists at onyx.net (Simon Woodward) Date: 08 May 2003 15:00:19 +0100 Subject: [rt-users] Outbound e-mails not going? In-Reply-To: <32947.10.20.2.206.1052401044.squirrel@alpha> References: <32947.10.20.2.206.1052401044.squirrel@alpha> Message-ID: <1052402418.15107.17214.camel@brockrigg.onyx.net> Hi Ken, Path to sendmail is set in the RT config files. V2 : /path/to/rt2/etc/config.pm V3 : /paht/to/rt3/etc/RT_SiteConfig.pm Cheers, Simon. From kend at xanoptix.com Thu May 8 10:09:51 2003 From: kend at xanoptix.com (kend at xanoptix.com) Date: Thu, 8 May 2003 10:09:51 -0400 (EDT) Subject: [rt-users] Outbound e-mails not going? Message-ID: <33010.10.20.2.206.1052402991.squirrel@alpha> Nope, that's not it. I've set $MailCommand to both 'sendmail' and 'sendmailpipe' [with the corresponding -t in $SendmailARguments], and I've ensured that $SendmailPath points to qmail's sendmail wrapper in /usr/sbin/sendmail. I've also tested it from the command line, thusly: date | /usr/sbin/sendmail -oi -t kend at xanoptix.com and it goes through just fine. Any other places I should poke 'round? Most likely it's just something stupid I'm missing, but durned if I know what. Thanks, again, -Ken > Hi Ken, > > Path to sendmail is set in the RT config files. > > V2 : /path/to/rt2/etc/config.pm > V3 : /paht/to/rt3/etc/RT_SiteConfig.pm > > Cheers, > > Simon. From sw-lists at onyx.net Thu May 8 11:03:13 2003 From: sw-lists at onyx.net (Simon Woodward) Date: 08 May 2003 16:03:13 +0100 Subject: [rt-users] Outbound e-mails not going? In-Reply-To: <33010.10.20.2.206.1052402991.squirrel@alpha> References: <33010.10.20.2.206.1052402991.squirrel@alpha> Message-ID: <1052406192.15500.17268.camel@brockrigg.onyx.net> Is there an appropriate scrip, something like an: On Correspond Notify Requestors and Ccs with template Correspondence ??? From john at frumious.unidec.co.uk Thu May 8 11:17:41 2003 From: john at frumious.unidec.co.uk (dr john halewood) Date: Thu, 8 May 2003 16:17:41 +0100 Subject: [rt-users] RT3 Speed Info In-Reply-To: <1052382778.15107.16847.camel@brockrigg.onyx.net> References: <1052382778.15107.16847.camel@brockrigg.onyx.net> Message-ID: <200305081517.h48FHgmU020668@frumious.unidec.co.uk> On Thursday 08 May 2003 9:32 am, Simon Woodward wrote: >Okay ... lets play spot the difference: > >Table RT2 Data Rows: RT3 Imported Data Rows: > >GroupMembers 35 116012 >Groups 15 171333 > >And this was created with the import tool ... so this could well be >where the problem lies ?? Well, if you've got a spare box to try it on, I'd suggest knocking up an rt3 install from scratch, not importing your old data and creating a bunch of users/tickets. From that I'd suggest that you could judge the raw performance of rt2 vs rt3 and judge whether or not its 1) just that rt3 is slow 2) the speeds are comparable but it slows after you migrate the data. 3) rt2 handles the number of tickets you've got better than rt3 does (do this by restoring/migrating a certain number of tickets at a time) Of course if you stick a basic rt2 installation on the same box then the comparison becomes much easier. I guess there'll be some point when the speed difference becomes apparant. cheers john From john at frumious.unidec.co.uk Thu May 8 11:34:43 2003 From: john at frumious.unidec.co.uk (dr john halewood) Date: Thu, 8 May 2003 16:34:43 +0100 Subject: [rt-users] Re: rt upgrade / test In-Reply-To: <4A6188E6-8134-11D7-A0C6-003065DC18B8@hamburg.fcb.com> References: <4A6188E6-8134-11D7-A0C6-003065DC18B8@hamburg.fcb.com> Message-ID: <200305081534.h48FYhmU020710@frumious.unidec.co.uk> On Thursday 08 May 2003 10:06 am, Harald Wagener wrote: >>> will having a 3.01 install on the same machine as an older version in >>> anyway effect the operation of the previous version (that you know >>> of)? > >You cannot do this with mod_perl on the same apache instance. But if >You can setup another apache on another port or use fastcgi or >speedycgi for RT, there should be no problem. I don't know if rt 1.7 is >an early rt 2 beta, but if that is tha case, You could possibly import >the old tickets as well. hmm....there was never a 1.7 version of rt (the pre-2 series stopped at 1.3), so I think it's actually version 1.0.7, the last stable version of rt 1.0. In this case you can get away with running 1.0 and 3.0 on the same server as 1.0.x doesn't require a mod_perl instance ( the configuation can be as simple as alias /webrt/ "/opt/rt/lib/images/" ScriptAlias /rt/ "/opt/rt/bin/cgi/") You'll probably have more trouble trying to get the appropriate versions of the perl modules installed. To upgrade the data, install rt 2.0.15 on the same server, upgrade rt 1 -> rt 2 using the import-1.0-to-2.0 script available from the rt2-contrib directory at www.fsck.com, then use the rt2-to-rt3 tool to migrate from rt2 -> rt3. Takes a while but in my experience worked perfectly. cheers john From jgedeon at qualcomm.com Thu May 8 11:37:48 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Thu, 08 May 2003 08:37:48 -0700 Subject: [rt-users] Re: [rt-devel] DBIx-SearchBuilder 0.81 released In-Reply-To: <20030502114543.GV4018@fsck.com> Message-ID: <5.1.0.14.2.20030508083725.038ebb90@unixmail.qualcomm.com> Where can I find a list of feature improvements? John At 04:45 AM 5/2/2003, Jesse Vincent wrote: >This version is exactly the same as 0.81_04. It contains changes to >massively improve performance when using postgresql for complex selects. > > Jesse > >-- >http://www.bestpractical.com/rt -- Trouble Ticketing. Free. >_______________________________________________ >rt-devel mailing list >rt-devel at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-devel -- <>< 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 james.o.wortman at verizon.com Thu May 8 12:16:33 2003 From: james.o.wortman at verizon.com (James Wortman) Date: 08 May 2003 11:16:33 -0500 Subject: [rt-users] CustomField data via e-mail Message-ID: <1052410591.31314.85.camel@dbmowks001.verizon.com> Hello All, I've scoured through several recent months of archives, not finding any user posts close enough to address my question/issue. I apologize if I've missed it. >From RT receiving an incoming e-mail that creates a new ticket, can a queue-based custom field be assigned a value that's included somewhere within the e-mail message? ## my current config SOLARIS 8; MYSQL 4.0.12; PERL 5.8.0; APACHE 1.3.27 with mod_perl 1.27(built in); SENDMAIL 8.11; RT-3.0.1(new install) Thank you for your time and any help or suggestions will be greatly appreciated. -- James From amelton at gservices-us.com Thu May 8 12:21:50 2003 From: amelton at gservices-us.com (amelton at gservices-us.com) Date: Thu, 8 May 2003 12:21:50 -0400 (EDT) Subject: [rt-users] RT & Apache Message-ID: <60215.4.46.28.78.1052410910@sun-qmail17.laserlink.net> I believe that I have succsessully built rt-3.0.1 on OpenBSD 3.3. However, I am having trouble getting to the admin GUI. I have added an alias for the NIC: 'ifconfig 192.168.168.51 alias' This works, I can access the macine via ping or telnet through the alias. My /var/www/conf/httpd.conf virtual host directive looks like: ServerName rt.domain.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason I compiled RT with --with-mysal --with-modperl1. This is apache 1.3 Can you see where I might be making a mistake? Why do I see my default /var/www/htdocs/index.html when I point a browser to 192.168.168.51? I even tried modifying my DocumentRoot of the main server to /opt/rt3/share/html since this is the only website on this machine. When I did that, I got a 404 error... From jeff.hoover at infotechfl.com Thu May 8 12:24:10 2003 From: jeff.hoover at infotechfl.com (Jeff Hoover) Date: Thu, 08 May 2003 12:24:10 -0400 Subject: [rt-users] Quicksearch Improvement? Message-ID: <5.1.0.14.0.20030508121756.029cae28@mail.infotechfl.com> Due to a request by my boss, I made a minor change the the Quicksearch element to include a line for queue totals. It shows the total number of tickets that are new and open in all the queues. Ex: Queue New Open Support 5 10 IT 3 5 ALL 8 15 Here is the diff -c if anybody wants it: *** ../../../share/html/Elements/Quicksearch Wed May 7 09:18:40 2003 --- Quicksearch Thu May 8 12:15:24 2003 *************** *** 32,56 **** <%PERL> my $i; while (my $queue = $Queues->Next) { $Tickets->ClearRestrictions; $Tickets->LimitStatus(VALUE => "open"); $Tickets->LimitQueue(VALUE => $queue->Name, OPERATOR => '='); my $open = $Tickets->Count(); $Tickets->ClearRestrictions; $Tickets->LimitStatus(VALUE => "new"); $Tickets->LimitQueue(VALUE => $queue->Name, OPERATOR => '='); my $new = $Tickets->Count(); % $i++; ! <%$queue->Name%> <%$new%> <%$open%> % } <& /Elements/TitleBoxEnd &> --- 32,65 ---- <%PERL> my $i; + my ($total_open,$total_new); while (my $queue = $Queues->Next) { $Tickets->ClearRestrictions; $Tickets->LimitStatus(VALUE => "open"); $Tickets->LimitQueue(VALUE => $queue->Name, OPERATOR => '='); my $open = $Tickets->Count(); + $total_open += $open; $Tickets->ClearRestrictions; $Tickets->LimitStatus(VALUE => "new"); $Tickets->LimitQueue(VALUE => $queue->Name, OPERATOR => '='); my $new = $Tickets->Count(); + $total_new += $new; % $i++; ! <%$queue->Name%> <%$new%> <%$open%> % } + % $i++; + + ALL + <%$total_new%> + <%$total_open%> + <& /Elements/TitleBoxEnd &> From shimi at shimi.net Thu May 8 12:58:33 2003 From: shimi at shimi.net (shimi) Date: Thu, 8 May 2003 19:58:33 +0300 (IDT) Subject: [rt-users] RT & Apache In-Reply-To: <60215.4.46.28.78.1052410910@sun-qmail17.laserlink.net> Message-ID: i personally don't see the reason for the things.. try removing them. plus, see your apache error file (I would suggest adding an ErrorLog directive especially for this virtual host) On Thu, 8 May 2003 amelton at gservices-us.com wrote: > I believe that I have succsessully built rt-3.0.1 on OpenBSD 3.3. > However, I am having trouble getting to the admin GUI. I have added an > alias for the NIC: > > 'ifconfig 192.168.168.51 alias' > > This works, I can access the macine via ping or telnet through the > alias. My /var/www/conf/httpd.conf virtual host directive looks like: > > > ServerName rt.domain.com > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > > I compiled RT with --with-mysal --with-modperl1. This is apache 1.3 > > Can you see where I might be making a mistake? Why do I see my default > /var/www/htdocs/index.html when I point a browser to 192.168.168.51? I > even tried modifying my DocumentRoot of the main server to > /opt/rt3/share/html since this is the only website on this machine. > When I did that, I got a 404 error... > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- 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 midgard at garnetws.com Thu May 8 12:59:43 2003 From: midgard at garnetws.com (Miles Scruggs) Date: Thu, 8 May 2003 09:59:43 -0700 Subject: [rt-users] Outbound e-mails not going? In-Reply-To: <33010.10.20.2.206.1052402991.squirrel@alpha> Message-ID: <001b01c31583$40823500$1501a8c0@canuck> I posted the exact same thing about two months ago, but there was no solution found. All I can tell you is good luck. As of yet my outbound emails are still not going. Is there anyone out there with a standard config of qmail and rt 3.0.1 working? Also I'm curious Ken, what distro you using? Miles > > > Nope, that's not it. I've set $MailCommand to both > 'sendmail' and 'sendmailpipe' [with the corresponding -t in > $SendmailARguments], and I've ensured that $SendmailPath > points to qmail's sendmail wrapper in /usr/sbin/sendmail. > > I've also tested it from the command line, thusly: > > date | /usr/sbin/sendmail -oi -t kend at xanoptix.com > > and it goes through just fine. Any other places I should > poke 'round? Most likely it's just something stupid I'm > missing, but durned if I know what. > > Thanks, again, > > -Ken > > > Hi Ken, > > > > Path to sendmail is set in the RT config files. > > > > V2 : /path/to/rt2/etc/config.pm > > V3 : /paht/to/rt3/etc/RT_SiteConfig.pm > > > > Cheers, > > > > Simon. > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 adrian at creative.net.au Thu May 8 13:18:33 2003 From: adrian at creative.net.au (Adrian Chadd) Date: Fri, 9 May 2003 01:18:33 +0800 Subject: [rt-users] RT & Apache In-Reply-To: References: <60215.4.46.28.78.1052410910@sun-qmail17.laserlink.net> Message-ID: <20030508171833.GQ83332@skywalker.creative.net.au> .. imho, and not seeing the rest of your apache, if you point a browser at rt.domain.com with rt.domain.com mapping to 192.168.168.51 it'll work. However, and apache can be quite black magic with this, if you point your browser at 192.168.168.51 rather than rt.domain.com it doesn't have enough information to determine the actual VirtualHost - so, depending on how you have your apache setup it'l either; * fall through to the default machine setup (ie, no virtualhost) * fall through to some "default" virtual host, which I can't remember how or why at 1am. (not having enough information actually means "Whats the Host: header?"..) Adrian > > However, I am having trouble getting to the admin GUI. I have added an > > alias for the NIC: > > > > 'ifconfig 192.168.168.51 alias' > > > > This works, I can access the macine via ping or telnet through the > > alias. My /var/www/conf/httpd.conf virtual host directive looks like: > > > > > > ServerName rt.domain.com > > DocumentRoot /opt/rt3/share/html > > AddDefaultCharset UTF-8 > > > > PerlModule Apache::DBI > > PerlRequire /opt/rt3/bin/webmux.pl > > > > > > SetHandler perl-script > > PerlHandler RT::Mason > > > > > > > > I compiled RT with --with-mysal --with-modperl1. This is apache 1.3 > > > > Can you see where I might be making a mistake? Why do I see my default > > /var/www/htdocs/index.html when I point a browser to 192.168.168.51? I > > even tried modifying my DocumentRoot of the main server to > > /opt/rt3/share/html since this is the only website on this machine. > > When I did that, I got a 404 error... > > > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > > -- > > 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." > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Adrian Chadd "It shouldn't take an hour and a half for "any woman to take a bath." - Captain Jerk, Women and .. From justincl at u.washington.edu Thu May 8 13:20:51 2003 From: justincl at u.washington.edu (justin m. clayton) Date: Thu, 8 May 2003 10:20:51 -0700 (PDT) Subject: [rt-users] upgrading from rt 1 to 3 Message-ID: How much of the RT2 install (if any) must be performed to go from RT1 to RT3? At first glance, it looks like I can just use the 1->2 db converter, then the 2->3 converter, but I wanted to make sure. Has anyone successfully done this and can allay my fears? Thanks, Justin Clayton VLSI Research System Administrator University of Washington Electrical Engineering Dept justincl at u.washington.edu 206/543.2523 EE/CSE 307E From jo2y at midnightlinux.com Thu May 8 13:38:29 2003 From: jo2y at midnightlinux.com (James O'Kane) Date: Thu, 8 May 2003 13:38:29 -0400 (EDT) Subject: [rt-users] RT & Apache In-Reply-To: <60215.4.46.28.78.1052410910@sun-qmail17.laserlink.net> Message-ID: Did you also uncomment and set the NameVirtualHost option? -james From jritchie at bible.edu Thu May 8 13:45:21 2003 From: jritchie at bible.edu (Josiah Ritchie) Date: Thu, 8 May 2003 13:45:21 -0400 Subject: [rt-users] RT - Apache Config In-Reply-To: <20030508171833.GQ83332@skywalker.creative.net.au> References: <60215.4.46.28.78.1052410910@sun-qmail17.laserlink.net> <20030508171833.GQ83332@skywalker.creative.net.au> Message-ID: <20030508134521.30564423.jritchie@bible.edu> Apache 2: When I try to start after adding the default virtual host (just changed IP and name (rt.localhost) I get the following error message. "Syntax error on line 20 of /etc/apache2/conf/apache2.conf: Invalid command 'PerlModule', perhaps mis-spelled or defined by a module not included in the server configuration" Nothing relevant in the logs and apache doesn't launch. This is a Gentoo system. Thanks, Josiah From bash at eece.unm.edu Thu May 8 14:50:14 2003 From: bash at eece.unm.edu (B. Ash) Date: Thu, 08 May 2003 12:50:14 -0600 Subject: [rt-users] dumpfile-to-rt-3.0 fails with errors. Ayudame Message-ID: <3EBAA6E6.30707@eece.unm.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, I am getting the following error while trying to upgrade rt2 to rt3, the rt-2.0-to-dumpfile (Version 1.6) works fine, and completes without errror. It is when I run dumpfile-to-rt-3.0 (VERSION 1.8) that I get the following error. Any ideas what is wrong with my setup. rt-2.0.7 to rt-3.0.1 << output from dumpfile-to-rt-3.0 >> tularosa# perl -w dumpfile-to-rt-3.0 /research/common/development/db Importing users ........................................................................................................ [Thu May 8 18:39:50 2003] [crit]: Can't load a principal for id (/usr/local/rt3/lib/RT/ACE_Overlay.pm:885) Importing tickets...t-1 .t-2 .t-3 .t-4 .t-5 .t-6 .t-7 .t-8 .t-9 .t-10 .t-11 .t-12 .t-13 .t-14 .t-15 .t-16 .t-17 .t-18 .t-19 .t-20 .t-21 .t-22 .t-23 .t-24 .t-25 .t-26 .t-27 .t-28 .t-29 .t-30 .t-31 .t-32 [Thu May 8 18:40:24 2003] [crit]: What do I do with NewValue for HASH(0x90d8114). It is a HASH at dumpfile-to-rt-3.0 line 346. ~ (/usr/local/rt3/lib/RT.pm:228) - -- - ------------------ <-=-> ---------------------- Benjamin Ash Systems Analyst II ECE Dept. University of New Mexico | University of New Mexico, 87131 +1 505 277 1082 /Fax +1 505 277 1439 | e-mail: bash at eece.unm.edu - ------------------ <-o-> ---------------------- -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.1 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQE+uqa7Xkk94+rPTdoRAqC3AJ4jULhqb5PVhnMgMFJZnjovpHAt7QCgueUV fZVAeCnDspj/tzNb+i5UtiM= =M+DX -----END PGP SIGNATURE----- From mcarroll at permeo.com Thu May 8 15:00:28 2003 From: mcarroll at permeo.com (Mike Carroll) Date: Thu, 8 May 2003 14:00:28 -0500 Subject: FW: [rt-users] Permission Denied for root Message-ID: <00d001c31594$170d8150$b940658f@wsmcarroll> Anyone have a clue about this? I feel I should clarify that this is RT's root user. The system root is working as it should... Mike -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Mike Carroll Sent: Tuesday, May 06, 2003 11:14 AM To: rt-users at lists.fsck.com Subject: [rt-users] Permission Denied for root Our company has been testing RT for a few months.. Yeah, were slow.. Anyway, suddenly the root user does not have permission to do anything.. like update a users comments, etc. I'm sure someone did something that they shouldn't have, but I do not have any idea where to begin. Can someone please drop a brutha a clue? Thanks, //.ike Mike Carroll Systems Administrator Permeo Technologies Inc. 6535 North State Hwy 161 Irving, TX 75039 214-262-4620 -------------- next part -------------- An HTML attachment was scrubbed... URL: From amitchell at habeas.com Thu May 8 15:05:15 2003 From: amitchell at habeas.com (Anne P. Mitchell, Esq.) Date: Thu, 8 May 2003 12:05:15 -0700 Subject: [rt-users] Command Line use tutorial/FAQ/info/anything? Message-ID: <3EBA47FB.15556.83325E@localhost> Hi, I have searched archives, searched the web..does anybody have any pointers to the command line options with RT? We are trying to figure out a way to do a query and pipe the results to a flat text file, and I'm pretty sure that a command on the server with a simple "> filename" is going to be our easiest way to do it, but I have no idea where to find what the commands and syntax are! Thanks! Anne From jesse at bestpractical.com Thu May 8 15:13:36 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 May 2003 15:13:36 -0400 Subject: [rt-users] Re: rt-3.0.1-I18N.patch In-Reply-To: <00f901c31595$f85ada80$249104c1@VORTEx> References: <00f901c31595$f85ada80$249104c1@VORTEx> Message-ID: <20030508191336.GT28117@fsck.com> RT 3.0.2pre6 includes a number of patches that you really, really want. AND RT includes an upgrade mechanism within the 3.0 series. I'd recommend the readme and the rt-users list as good resources to get you going. On Thu, May 08, 2003 at 07:13:55PM -0000, Andri skarsson wrote: > I just installed RT for the first time. I've heard good things but it so > happens; I live in Iceland and we use the Latin1 character set. > > I've spent hours trying to find information (docs and mailing lists) how to > fix 3.0.1. I cant find that patch Remy Chibois wrote and sent you. I cant > find any patches in the file area either. > > I found 3.0.2pre6 but is it possible to get that patch so i dont have to > reinstall the system. > > My setup is identical to Chris's, except i have Perl 5.8.1. > > Please help... > > Best regards, > Andri ?skarsson > Reykjav?k, Iceland > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Thu May 8 15:17:30 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 May 2003 15:17:30 -0400 Subject: [rt-users] dumpfile-to-rt-3.0 fails with errors. Ayudame In-Reply-To: <3EBAA6E6.30707@eece.unm.edu> References: <3EBAA6E6.30707@eece.unm.edu> Message-ID: <20030508191730.GV28117@fsck.com> Can you verify that the problem still happens with the current version of the import/export tools? On Thu, May 08, 2003 at 12:50:14PM -0600, B. Ash wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Hi, > > I am getting the following error while trying to upgrade rt2 to rt3, the > > rt-2.0-to-dumpfile (Version 1.6) works fine, and completes without errror. > > It is when I run > > dumpfile-to-rt-3.0 (VERSION 1.8) that I get the following error. > > Any ideas what is wrong with my setup. > > rt-2.0.7 to rt-3.0.1 > > << output from dumpfile-to-rt-3.0 >> > > tularosa# perl -w dumpfile-to-rt-3.0 /research/common/development/db > Importing users > ........................................................................................................ > [Thu May 8 18:39:50 2003] [crit]: Can't load a principal for id > (/usr/local/rt3/lib/RT/ACE_Overlay.pm:885) > Importing tickets...t-1 > .t-2 > .t-3 > .t-4 > .t-5 > .t-6 > .t-7 > .t-8 > .t-9 > .t-10 > .t-11 > .t-12 > .t-13 > .t-14 > .t-15 > .t-16 > .t-17 > .t-18 > .t-19 > .t-20 > .t-21 > .t-22 > .t-23 > .t-24 > .t-25 > .t-26 > .t-27 > .t-28 > .t-29 > .t-30 > .t-31 > .t-32 > [Thu May 8 18:40:24 2003] [crit]: What do I do with NewValue for > HASH(0x90d8114). It is a HASH at dumpfile-to-rt-3.0 line 346. > ~ (/usr/local/rt3/lib/RT.pm:228) > > - -- > - ------------------ <-=-> ---------------------- > Benjamin Ash > Systems Analyst II > ECE Dept. University of New Mexico | University of New Mexico, 87131 > +1 505 277 1082 /Fax +1 505 277 1439 | e-mail: bash at eece.unm.edu > - ------------------ <-o-> ---------------------- > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.2.1 (GNU/Linux) > Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org > > iD8DBQE+uqa7Xkk94+rPTdoRAqC3AJ4jULhqb5PVhnMgMFJZnjovpHAt7QCgueUV > fZVAeCnDspj/tzNb+i5UtiM= > =M+DX > -----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 bash at eece.unm.edu Thu May 8 15:29:55 2003 From: bash at eece.unm.edu (B. Ash) Date: Thu, 08 May 2003 13:29:55 -0600 Subject: [rt-users] dumpfile-to-rt-3.0 fails with errors. Ayudame In-Reply-To: <20030508191730.GV28117@fsck.com> References: <3EBAA6E6.30707@eece.unm.edu> <20030508191730.GV28117@fsck.com> Message-ID: <3EBAB033.2040600@eece.unm.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, Thanks for the reply. I downloaded the 1.9 set. And started the process over. Using this version of rt-2.0-to-dumpfile, I get an error almost immediately. the current version of import/export tools demonstrates a new problem in rt-2.0-to-dumpfile, and the same errors reported for dumpfile-to-rt-3.0. << output from rt-2.0-to-dumpfile from version 1.9 set >> [root at quark 531 #] perl5.6.1 -w rt-2.0-to-dumpfile /research/common/development/db RT::KeywordSelect::ObjectVal Unimplemented in main. (rt-2.0-to-dumpfile line 337) I am using perl 5.6.1 on the server running rt2.0.7, and perl5.8.0 on the rt3 server, both running mysql 4.0.12. I tried to run the dumpfile-to-rt-3.0 from the 1.9 set, it failed with same errors below. I have dropped the database for rt3, and started from scratch with the upgrade scripts. Thanks for your assistance. - -bash Jesse Vincent wrote: |Can you verify that the problem still happens with the current version |of the import/export tools? | | |On Thu, May 08, 2003 at 12:50:14PM -0600, B. Ash wrote: | |>-----BEGIN PGP SIGNED MESSAGE----- |>Hash: SHA1 |> |>Hi, |> |>I am getting the following error while trying to upgrade rt2 to rt3, the |> |>rt-2.0-to-dumpfile (Version 1.6) works fine, and completes without errror. |> |>It is when I run |> |>dumpfile-to-rt-3.0 (VERSION 1.8) that I get the following error. |> |>Any ideas what is wrong with my setup. |> |>rt-2.0.7 to rt-3.0.1 |> |><< output from dumpfile-to-rt-3.0 >> |> |>tularosa# perl -w dumpfile-to-rt-3.0 /research/common/development/db |>Importing users |>........................................................................................................ |>[Thu May 8 18:39:50 2003] [crit]: Can't load a principal for id |>(/usr/local/rt3/lib/RT/ACE_Overlay.pm:885) |>Importing tickets...t-1 |>.t-2 |>.t-3 |>.t-4 |>.t-5 |>.t-6 |>.t-7 |>.t-8 |>.t-9 |>.t-10 |>.t-11 |>.t-12 |>.t-13 |>.t-14 |>.t-15 |>.t-16 |>.t-17 |>.t-18 |>.t-19 |>.t-20 |>.t-21 |>.t-22 |>.t-23 |>.t-24 |>.t-25 |>.t-26 |>.t-27 |>.t-28 |>.t-29 |>.t-30 |>.t-31 |>.t-32 |>[Thu May 8 18:40:24 2003] [crit]: What do I do with NewValue for |>HASH(0x90d8114). It is a HASH at dumpfile-to-rt-3.0 line 346. |>~ (/usr/local/rt3/lib/RT.pm:228) |> |>- -- |>- ------------------ <-=-> ---------------------- |>Benjamin Ash |>Systems Analyst II |>ECE Dept. University of New Mexico | University of New Mexico, 87131 |>+1 505 277 1082 /Fax +1 505 277 1439 | e-mail: bash at eece.unm.edu |>- ------------------ <-o-> ---------------------- |>-----BEGIN PGP SIGNATURE----- |>Version: GnuPG v1.2.1 (GNU/Linux) |>Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org |> |>iD8DBQE+uqa7Xkk94+rPTdoRAqC3AJ4jULhqb5PVhnMgMFJZnjovpHAt7QCgueUV |>fZVAeCnDspj/tzNb+i5UtiM= |>=M+DX |>-----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 | | - -- - ------------------ <-=-> ---------------------- Benjamin Ash Systems Analyst II ECE Dept. University of New Mexico | University of New Mexico, 87131 +1 505 277 1082 /Fax +1 505 277 1439 | e-mail: bash at eece.unm.edu - ------------------ <-o-> ---------------------- -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.1 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQE+urAzXkk94+rPTdoRAoltAKDKHfwRpNFMmH31IXSovPlIeO2NcwCg+2Dh xAdyagsyZy31metiCoqyfgE= =TG87 -----END PGP SIGNATURE----- From ajharrison at gwi.net Thu May 8 15:31:55 2003 From: ajharrison at gwi.net (Andy Harrison) Date: Thu, 08 May 2003 15:31:55 -0400 (EDT) Subject: [rt-users] dumpfile-to-rt-3.0 fails with errors. Ayudame In-Reply-To: <3EBAA6E6.30707@eece.unm.edu> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On 08-May-2003, B. Ash wrote message "[rt-users] dumpfile-to-rt-3.0 fails with errors. Ayudame" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > rt-2.0-to-dumpfile (Version 1.6) works fine, and completes without errror. > > It is when I run > > dumpfile-to-rt-3.0 (VERSION 1.8) that I get the following error. You're 5 versions behind, I'd start with getting the latest rt2-to-rt3 tarball. ~~ Andy Harrison Great Works Internet System Operations (full headers for details) -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQCVAwUBPrqwqlPEkLgodAWVAQGDRQP/bL0xc7MD5Z4I4GhSCOtPmYYTECnw7ynO GthyV11HHwCOY6uDMReSkbh//yiVBBH0Hf0Ejh3UWFAKw5Mpzq/vtK2/antc4frE Lm4xIqOvnVFHimpBN4ltya/2qOZEHhpS9hxXDh2Gm01bHkrLawfXLnJAq4UxVJXY JN7xnc0GpAc= =vffk -----END PGP SIGNATURE----- From jesse at bestpractical.com Thu May 8 15:37:37 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 May 2003 15:37:37 -0400 Subject: [rt-users] dumpfile-to-rt-3.0 fails with errors. Ayudame In-Reply-To: <3EBAB033.2040600@eece.unm.edu> References: <3EBAA6E6.30707@eece.unm.edu> <20030508191730.GV28117@fsck.com> <3EBAB033.2040600@eece.unm.edu> Message-ID: <20030508193737.GX28117@fsck.com> On Thu, May 08, 2003 at 01:29:55PM -0600, B. Ash wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Hi, > > Thanks for the reply. I downloaded the 1.9 set. And started the process > over. Using this version of rt-2.0-to-dumpfile, I get an error almost > immediately. On the web, you can't depend on an alphabetical sort being correct. The current version is 1.12 -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From bash at eece.unm.edu Thu May 8 15:39:13 2003 From: bash at eece.unm.edu (B. Ash) Date: Thu, 08 May 2003 13:39:13 -0600 Subject: [rt-users] dumpfile-to-rt-3.0 fails with errors. Ayudame In-Reply-To: <20030508193737.GX28117@fsck.com> References: <3EBAA6E6.30707@eece.unm.edu> <20030508191730.GV28117@fsck.com> <3EBAB033.2040600@eece.unm.edu> <20030508193737.GX28117@fsck.com> Message-ID: <3EBAB261.8010409@eece.unm.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Nice :) Thanks... I hope these ones do the trick!! - -bash Jesse Vincent wrote: | |On Thu, May 08, 2003 at 01:29:55PM -0600, B. Ash wrote: | |>-----BEGIN PGP SIGNED MESSAGE----- |>Hash: SHA1 |> |>Hi, |> |>Thanks for the reply. I downloaded the 1.9 set. And started the process |>over. Using this version of rt-2.0-to-dumpfile, I get an error almost |>immediately. | | |On the web, you can't depend on an alphabetical sort being correct. The |current version is 1.12 | - -- - ------------------ <-=-> ---------------------- Benjamin Ash Systems Analyst II ECE Dept. University of New Mexico | University of New Mexico, 87131 +1 505 277 1082 /Fax +1 505 277 1439 | e-mail: bash at eece.unm.edu - ------------------ <-o-> ---------------------- -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.1 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD4DBQE+urJgXkk94+rPTdoRAs6QAJi3mu0nKsrSvyTcgjE5vxs23dXBAJ40Uwht fd1llpL7tPz9dIRpwt592Q== =GsNx -----END PGP SIGNATURE----- From jcrocker at arsenaldigital.com Thu May 8 15:53:00 2003 From: jcrocker at arsenaldigital.com (Jason Crocker) Date: Thu, 8 May 2003 15:53:00 -0400 Subject: [rt-users] Custom Field Values Sorting Message-ID: I've posted this question to the list a few times now with no response. It is becoming more and more of a problem. Please help!? Jason Crocker -----Original Message----- From: Jason Crocker Sent: Thursday, May 08, 2003 8:38 AM To: 'rt-users at lists.fsck.com' Subject: [rt-users] Custom Field Values Sorting I have imported a large list of customers into a custom field I created. I checked the database and my SortOrder looks correct. However, when creating a ticket, "(no value)" is selected by default and it's at the bottom of the list. I'm sure this is something simple. Any ideas? Thanks, Jason Crocker -------------- next part -------------- An HTML attachment was scrubbed... URL: From amelton at gservices-us.com Thu May 8 16:18:23 2003 From: amelton at gservices-us.com (Andy Melton) Date: Thu, 8 May 2003 13:18:23 -0700 Subject: [rt-users] RT & Apache In-Reply-To: <20030508171833.GQ83332@skywalker.creative.net.au> Message-ID: <001801c3159e$fad53a40$f4a8a8c0@amm8200> I've attached my entire httpd.conf. Can you see any problems? Here is the directory listing of /opt/rt3/share/html: bash-2.05b# cd /opt/rt3/share/html bash-2.05b# ls - ls: -: No such file or directory bash-2.05b# ls -l total 20 drwxrwxrwx 7 www bin 512 Apr 15 08:54 Admin drwxrwxrwx 3 www bin 512 Apr 15 08:54 Approvals drwxrwxrwx 2 www bin 1536 Apr 15 08:54 Elements drwxrwxrwx 3 www bin 512 Apr 15 08:54 NoAuth drwxrwxrwx 3 www bin 512 Apr 15 08:54 REST drwxrwxrwx 3 www bin 512 Apr 15 08:54 Search drwxrwxrwx 4 www bin 512 Apr 15 08:54 SelfService drwxrwxrwx 4 www bin 512 Apr 15 08:54 Ticket drwxrwxrwx 4 www bin 512 Apr 15 08:54 User -rwxrwxrwx 1 www bin 4857 Apr 15 08:54 autohandler -rwxrwxrwx 1 www bin 2757 Apr 15 08:54 index.html -rwxrwxrwx 1 www bin 1114 Apr 15 08:54 l bash-2.05b# -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Adrian Chadd Sent: Thursday, May 08, 2003 10:19 AM To: shimi Cc: amelton at gservices-us.com; rt-users at lists.fsck.com Subject: Re: [rt-users] RT & Apache .. imho, and not seeing the rest of your apache, if you point a browser at rt.domain.com with rt.domain.com mapping to 192.168.168.51 it'll work. However, and apache can be quite black magic with this, if you point your browser at 192.168.168.51 rather than rt.domain.com it doesn't have enough information to determine the actual VirtualHost - so, depending on how you have your apache setup it'l either; * fall through to the default machine setup (ie, no virtualhost) * fall through to some "default" virtual host, which I can't remember how or why at 1am. (not having enough information actually means "Whats the Host: header?"..) Adrian > > However, I am having trouble getting to the admin GUI. I have added > > an alias for the NIC: > > > > 'ifconfig 192.168.168.51 alias' > > > > This works, I can access the macine via ping or telnet through the > > alias. My /var/www/conf/httpd.conf virtual host directive looks > > like: > > > > > > ServerName rt.domain.com > > DocumentRoot /opt/rt3/share/html > > AddDefaultCharset UTF-8 > > > > PerlModule Apache::DBI > > PerlRequire /opt/rt3/bin/webmux.pl > > > > > > SetHandler perl-script > > PerlHandler RT::Mason > > > > > > > > I compiled RT with --with-mysal --with-modperl1. This is apache 1.3 > > > > Can you see where I might be making a mistake? Why do I see my > > default /var/www/htdocs/index.html when I point a browser to > > 192.168.168.51? I even tried modifying my DocumentRoot of the main > > server to /opt/rt3/share/html since this is the only website on this > > machine. When I did that, I got a 404 error... > > > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at > > http://fsck.com/rtfm > > > > -- > > 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." > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at > http://fsck.com/rtfm -- Adrian Chadd "It shouldn't take an hour and a half for "any woman to take a bath." - Captain Jerk, Women and .. _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- A non-text attachment was scrubbed... Name: httpd.conf Type: application/octet-stream Size: 34503 bytes Desc: not available URL: From cag at us.ibm.com Thu May 8 16:22:52 2003 From: cag at us.ibm.com (Christian Gilmore) Date: Thu, 8 May 2003 15:22:52 -0500 Subject: [rt-users] mailgate and EX_TEMPFAIL Message-ID: Harald Wagener wrote: > What happens if You do > '/opt/rt3/bin/rt-mailgate < bla.txt', where bla.txt is a genuine > message ? Here is what happened. norad1% /opt/rt3/bin/rt-mailgate < ~/foo /opt/rt3/bin/rt-mailgate invoked improperly No url provided to mail gateway! norad1% /opt/rt3/bin/rt-mailgate --url http://norad1.tivoli.com/rt < ~/foo An Error Occurred ================= 401 Authorization Required Looks like this may be the problem. I read in the rt-mailgate POD about needing an RT user for gateway, but I've not seen any documentation that tells me how to tell the mailgate which user/password to use. I carefully read the RT3 PDF sections that would pertain to mail and saw no mention of needing this user. Also, I see that the setgid bit is set in RT2 but not in RT3. I'm assuming that, since it is attempting to talk to the database via the web service, mailgate no longer needs the setgid bit. Jesse Vincent wrote: > the mail gateway has a --debug flag. It might be helpful to hand-pipe a > message to it with that flag enabled to see what the server says... I have that flag set. Not a bit of logging is done, though. Here's what I have set: webreq: "|/opt/rt3/bin/rt-mailgate --debug --queue webreq --action correspond --url http://norad1.tivoli.com/rt" Set($LogToSyslog , 'debug'); Set($LogToScreen , undef); Set($LogToFile , 'debug'); Set($LogToFileNamed , "$LogDir/rt.log.$$"); #log to rt.log.. Thank you both for responding! Thanks, Christian ---------------------- Christian Gilmore Technology Leader GeT Support Application Development IBM Software Group -------------- next part -------------- An HTML attachment was scrubbed... URL: From bsegal at DECARIE.COM Thu May 8 16:27:33 2003 From: bsegal at DECARIE.COM (Bruce Segal) Date: Thu, 8 May 2003 16:27:33 -0400 Subject: [rt-users] RT & Apache Message-ID: What happened to the RT/Mason specific directory info? (From my httpd.conf and basically from RT install docs) ServerName rt.decarie.com DocumentRoot /usr/local/www/data/rt3/share/html AddDefaultCharset UTF-8 #PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /usr/local/www/data/rt3/bin/webmux.pl allow from all SetHandler perl-script PerlHandler RT::Mason -----Original Message----- From: Andy Melton [mailto:amelton at gservices-us.com] Sent: Thursday, May 08, 2003 4:18 PM To: 'Adrian Chadd'; 'shimi' Cc: rt-users at lists.fsck.com Subject: RE: [rt-users] RT & Apache I've attached my entire httpd.conf. Can you see any problems? Here is the directory listing of /opt/rt3/share/html: bash-2.05b# cd /opt/rt3/share/html bash-2.05b# ls - ls: -: No such file or directory bash-2.05b# ls -l total 20 drwxrwxrwx 7 www bin 512 Apr 15 08:54 Admin drwxrwxrwx 3 www bin 512 Apr 15 08:54 Approvals drwxrwxrwx 2 www bin 1536 Apr 15 08:54 Elements drwxrwxrwx 3 www bin 512 Apr 15 08:54 NoAuth drwxrwxrwx 3 www bin 512 Apr 15 08:54 REST drwxrwxrwx 3 www bin 512 Apr 15 08:54 Search drwxrwxrwx 4 www bin 512 Apr 15 08:54 SelfService drwxrwxrwx 4 www bin 512 Apr 15 08:54 Ticket drwxrwxrwx 4 www bin 512 Apr 15 08:54 User -rwxrwxrwx 1 www bin 4857 Apr 15 08:54 autohandler -rwxrwxrwx 1 www bin 2757 Apr 15 08:54 index.html -rwxrwxrwx 1 www bin 1114 Apr 15 08:54 l bash-2.05b# -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Adrian Chadd Sent: Thursday, May 08, 2003 10:19 AM To: shimi Cc: amelton at gservices-us.com; rt-users at lists.fsck.com Subject: Re: [rt-users] RT & Apache .. imho, and not seeing the rest of your apache, if you point a browser at rt.domain.com with rt.domain.com mapping to 192.168.168.51 it'll work. However, and apache can be quite black magic with this, if you point your browser at 192.168.168.51 rather than rt.domain.com it doesn't have enough information to determine the actual VirtualHost - so, depending on how you have your apache setup it'l either; * fall through to the default machine setup (ie, no virtualhost) * fall through to some "default" virtual host, which I can't remember how or why at 1am. (not having enough information actually means "Whats the Host: header?"..) Adrian > > However, I am having trouble getting to the admin GUI. I have added > > an alias for the NIC: > > > > 'ifconfig 192.168.168.51 alias' > > > > This works, I can access the macine via ping or telnet through the > > alias. My /var/www/conf/httpd.conf virtual host directive looks > > like: > > > > > > ServerName rt.domain.com > > DocumentRoot /opt/rt3/share/html > > AddDefaultCharset UTF-8 > > > > PerlModule Apache::DBI > > PerlRequire /opt/rt3/bin/webmux.pl > > > > > > SetHandler perl-script > > PerlHandler RT::Mason > > > > > > > > I compiled RT with --with-mysal --with-modperl1. This is apache 1.3 > > > > Can you see where I might be making a mistake? Why do I see my > > default /var/www/htdocs/index.html when I point a browser to > > 192.168.168.51? I even tried modifying my DocumentRoot of the main > > server to /opt/rt3/share/html since this is the only website on this > > machine. When I did that, I got a 404 error... > > > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at > > http://fsck.com/rtfm > > > > -- > > 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." > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at > http://fsck.com/rtfm -- Adrian Chadd "It shouldn't take an hour and a half for "any woman to take a bath." - Captain Jerk, Women and .. _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 amelton at gservices-us.com Thu May 8 16:38:29 2003 From: amelton at gservices-us.com (Andy Melton) Date: Thu, 8 May 2003 13:38:29 -0700 Subject: [rt-users] RT & Apache In-Reply-To: Message-ID: <003101c315a1$c8b94990$f4a8a8c0@amm8200> I've taken that out until I can figure out why a simple index.html file won't display. Once that's solved, I'll start piecing the modules and handlers back in. Which brings up an interesting point, where in the httpd.conf would you put the PerlRequire, setHandler, PerlHandler, etc lines? It seems clear when using VirtualHost, but I don't see those for the default site. -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Bruce Segal Sent: Thursday, May 08, 2003 1:28 PM Cc: rt-users at lists.fsck.com Subject: RE: [rt-users] RT & Apache What happened to the RT/Mason specific directory info? (From my httpd.conf and basically from RT install docs) ServerName rt.decarie.com DocumentRoot /usr/local/www/data/rt3/share/html AddDefaultCharset UTF-8 #PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /usr/local/www/data/rt3/bin/webmux.pl allow from all SetHandler perl-script PerlHandler RT::Mason -----Original Message----- From: Andy Melton [mailto:amelton at gservices-us.com] Sent: Thursday, May 08, 2003 4:18 PM To: 'Adrian Chadd'; 'shimi' Cc: rt-users at lists.fsck.com Subject: RE: [rt-users] RT & Apache I've attached my entire httpd.conf. Can you see any problems? Here is the directory listing of /opt/rt3/share/html: bash-2.05b# cd /opt/rt3/share/html bash-2.05b# ls - ls: -: No such file or directory bash-2.05b# ls -l total 20 drwxrwxrwx 7 www bin 512 Apr 15 08:54 Admin drwxrwxrwx 3 www bin 512 Apr 15 08:54 Approvals drwxrwxrwx 2 www bin 1536 Apr 15 08:54 Elements drwxrwxrwx 3 www bin 512 Apr 15 08:54 NoAuth drwxrwxrwx 3 www bin 512 Apr 15 08:54 REST drwxrwxrwx 3 www bin 512 Apr 15 08:54 Search drwxrwxrwx 4 www bin 512 Apr 15 08:54 SelfService drwxrwxrwx 4 www bin 512 Apr 15 08:54 Ticket drwxrwxrwx 4 www bin 512 Apr 15 08:54 User -rwxrwxrwx 1 www bin 4857 Apr 15 08:54 autohandler -rwxrwxrwx 1 www bin 2757 Apr 15 08:54 index.html -rwxrwxrwx 1 www bin 1114 Apr 15 08:54 l bash-2.05b# -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Adrian Chadd Sent: Thursday, May 08, 2003 10:19 AM To: shimi Cc: amelton at gservices-us.com; rt-users at lists.fsck.com Subject: Re: [rt-users] RT & Apache .. imho, and not seeing the rest of your apache, if you point a browser at rt.domain.com with rt.domain.com mapping to 192.168.168.51 it'll work. However, and apache can be quite black magic with this, if you point your browser at 192.168.168.51 rather than rt.domain.com it doesn't have enough information to determine the actual VirtualHost - so, depending on how you have your apache setup it'l either; * fall through to the default machine setup (ie, no virtualhost) * fall through to some "default" virtual host, which I can't remember how or why at 1am. (not having enough information actually means "Whats the Host: header?"..) Adrian > > However, I am having trouble getting to the admin GUI. I have added > > an alias for the NIC: > > > > 'ifconfig 192.168.168.51 alias' > > > > This works, I can access the macine via ping or telnet through the > > alias. My /var/www/conf/httpd.conf virtual host directive looks > > like: > > > > > > ServerName rt.domain.com > > DocumentRoot /opt/rt3/share/html > > AddDefaultCharset UTF-8 > > > > PerlModule Apache::DBI > > PerlRequire /opt/rt3/bin/webmux.pl > > > > > > SetHandler perl-script > > PerlHandler RT::Mason > > > > > > > > I compiled RT with --with-mysal --with-modperl1. This is apache 1.3 > > > > Can you see where I might be making a mistake? Why do I see my > > default /var/www/htdocs/index.html when I point a browser to > > 192.168.168.51? I even tried modifying my DocumentRoot of the main > > server to /opt/rt3/share/html since this is the only website on this > > machine. When I did that, I got a 404 error... > > > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at > > http://fsck.com/rtfm > > > > -- > > 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." > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at > http://fsck.com/rtfm -- Adrian Chadd "It shouldn't take an hour and a half for "any woman to take a bath." - Captain Jerk, Women and .. _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 bash at eece.unm.edu Thu May 8 17:15:52 2003 From: bash at eece.unm.edu (B. Ash) Date: Thu, 08 May 2003 15:15:52 -0600 Subject: [rt-users] dumpfile-to-rt-3.0 fails with errors. Ayudame In-Reply-To: <20030508193737.GX28117@fsck.com> References: <3EBAA6E6.30707@eece.unm.edu> <20030508191730.GV28117@fsck.com> <3EBAB033.2040600@eece.unm.edu> <20030508193737.GX28117@fsck.com> Message-ID: <3EBAC908.9040700@eece.unm.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, Well I am now using the 1.12 version and am having the same error, and failure. Mysql is getting the users data. I am going from perl5.6.1 on solaris doing the rt-2.0-to-dumpfile, and running rt3 on FreeBSD perl5.8.0. Thanks for your help tularosa# perl -w dumpfile-to-rt-3.0 /research/common/development/db Importing users ............................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................ Importing groups [Thu May 8 21:12:05 2003] [crit]: 1 (/usr/local/rt3/lib/RT/ACE_Overlay.pm:884) [Thu May 8 21:12:05 2003] [crit]: Can't load a principal for id (/usr/local/rt3/lib/RT/ACE_Overlay.pm:885) Importing tickets...t-1 .t-2 .t-3 .t-4 .t-5 .t-6 .t-7 .t-8 .t-9 .t-10 .t-11 .t-12 .t-13 .t-14 .t-15 .t-16 .t-17 .t-18 .t-19 .t-20 .t-21 .t-22 .t-23 .t-24 .t-25 .t-26 .t-27 .t-28 .t-29 .t-30 .t-31 .t-32 [Thu May 8 21:12:41 2003] [crit]: What do I do with NewValue for HASH(0x90d8138). It is a HASH at dumpfile-to-rt-3.0 line 347. ~ (/usr/local/rt3/lib/RT.pm:228) Jesse Vincent wrote: | |On Thu, May 08, 2003 at 01:29:55PM -0600, B. Ash wrote: | |>-----BEGIN PGP SIGNED MESSAGE----- |>Hash: SHA1 |> |>Hi, |> |>Thanks for the reply. I downloaded the 1.9 set. And started the process |>over. Using this version of rt-2.0-to-dumpfile, I get an error almost |>immediately. | | |On the web, you can't depend on an alphabetical sort being correct. The |current version is 1.12 | - -- - ------------------ <-=-> ---------------------- Benjamin Ash Systems Analyst II ECE Dept. University of New Mexico | University of New Mexico, 87131 +1 505 277 1082 /Fax +1 505 277 1439 | e-mail: bash at eece.unm.edu - ------------------ <-o-> ---------------------- -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.1 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQE+uskHXkk94+rPTdoRArIiAKCxpcVJCpW/JIqz9HxPpMbfE6yeUwCggahn gGVWpQgR94IUo/1wvacdaGU= =MtOo -----END PGP SIGNATURE----- From craig at sbig.com Thu May 8 17:43:19 2003 From: craig at sbig.com (Craig Herrin) Date: Thu, 8 May 2003 14:43:19 -0700 Subject: [rt-users] Source for windows port of RT ver x.xx Message-ID: Hello, I am interested to know if anyone has ported a version of RT to the windows OS. It was mentioned on the Best Practical web site. If RT has been ported does anyone know were or how to contact them. I'm sure windows in not a popular topic in this list but any help would be greatly appreciated. Thanks Craig Herrin craig at sbig.com From pdh at bestpractical.com Thu May 8 18:14:54 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 9 May 2003 08:14:54 +1000 Subject: [rt-users] RT3 and apache2 error: PerlOptions +GlobalRequest In-Reply-To: References: Message-ID: <20030508221452.GB479@luggage.internal.moreton.com.au> Carl Jones wrote: > Hi, I'm getting the following error trying to start apache2.0.45 > w/mod_perl 1.99_09 (Not a recommended configuration. Best Practical recommends using apache 1.3 with a released version of mod_perl.) > [root at libaxis2 bin]# ./apachectl start > [Wed May 07 13:24:01 2003] [error] Global $r object is not available. > Set: > PerlOptions +GlobalRequest > in httpd.conf at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 569. > Compilation failed in require at (eval 5) line 1. > > Not sure what to try next. have you tried to > Set: > PerlOptions +GlobalRequest > in httpd.conf ? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From Greg.Hering at bench.com Thu May 8 18:19:48 2003 From: Greg.Hering at bench.com (Greg.Hering at bench.com) Date: Thu, 8 May 2003 17:19:48 -0500 Subject: [rt-users] Can't get rid of the 'RT::' in img link Message-ID: <1E11D88103D7BF44AF240F64215087B3023544D8@al-ex01.al.bench.com> Hi, In RT 3.0.1 Apache 1.3.27 Pelr 5.8.0 I'm getting -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Hi, > > I am getting the following error while trying to upgrade rt2 to rt3, the > > rt-2.0-to-dumpfile (Version 1.6) works fine, and completes without errror. > > It is when I run > > dumpfile-to-rt-3.0 (VERSION 1.8) that I get the following error. > > Any ideas what is wrong with my setup. > > rt-2.0.7 to rt-3.0.1 > > << output from dumpfile-to-rt-3.0 >> > > tularosa# perl -w dumpfile-to-rt-3.0 /research/common/development/db > Importing users > ........................................................................................................ > [Thu May 8 18:39:50 2003] [crit]: Can't load a principal for id > (/usr/local/rt3/lib/RT/ACE_Overlay.pm:885) > Importing tickets...t-1 > .t-2 > .t-3 > .t-4 > .t-5 > .t-6 > .t-7 > .t-8 > .t-9 > .t-10 > .t-11 > .t-12 > .t-13 > .t-14 > .t-15 > .t-16 > .t-17 > .t-18 > .t-19 > .t-20 > .t-21 > .t-22 > .t-23 > .t-24 > .t-25 > .t-26 > .t-27 > .t-28 > .t-29 > .t-30 > .t-31 > .t-32 > [Thu May 8 18:40:24 2003] [crit]: What do I do with NewValue for > HASH(0x90d8114). It is a HASH at dumpfile-to-rt-3.0 line 346. > ~ (/usr/local/rt3/lib/RT.pm:228) > > - -- > - ------------------ <-=-> ---------------------- > Benjamin Ash > Systems Analyst II > ECE Dept. University of New Mexico | University of New Mexico, 87131 > +1 505 277 1082 /Fax +1 505 277 1439 | e-mail: bash at eece.unm.edu > - ------------------ <-o-> ---------------------- > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.2.1 (GNU/Linux) > Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org > > iD8DBQE+uqa7Xkk94+rPTdoRAqC3AJ4jULhqb5PVhnMgMFJZnjovpHAt7QCgueUV > fZVAeCnDspj/tzNb+i5UtiM= > =M+DX > -----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. _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From pdh at bestpractical.com Thu May 8 18:26:12 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 9 May 2003 08:26:12 +1000 Subject: [rt-users] RT - Apache Config In-Reply-To: <20030508134521.30564423.jritchie@bible.edu> References: <60215.4.46.28.78.1052410910@sun-qmail17.laserlink.net> <20030508171833.GQ83332@skywalker.creative.net.au> <20030508134521.30564423.jritchie@bible.edu> Message-ID: <20030508222612.GC479@luggage.internal.moreton.com.au> Josiah Ritchie wrote: > "Syntax error on line 20 of /etc/apache2/conf/apache2.conf: > Invalid command 'PerlModule', perhaps mis-spelled or defined by a module not > included in the server configuration" mod_perl is not loaded. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at snapgear.com Thu May 8 18:44:39 2003 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 9 May 2003 08:44:39 +1000 Subject: [rt-users] RT3 Speed Info In-Reply-To: <20030508104511.GB28117@fsck.com> References: <1052382778.15107.16847.camel@brockrigg.onyx.net> <20030508104511.GB28117@fsck.com> Message-ID: <20030508224439.GE479@luggage.internal.moreton.com.au> Jesse Vincent wrote: > On Thu, May 08, 2003 at 09:32:58AM +0100, Simon Woodward wrote: > > Table RT2 Data Rows: RT3 Imported Data Rows: > > > > GroupMembers 35 116012 > > Groups 15 171333 FWIW, I've just embarked on a 2.0->3.0 upgrade, and: Table RT2 Data Rows: RT3 Imported Data Rows: GroupMembers 210 87718 Groups 25 96932 CachedGroupMembers 259639 (~20k tickets, 9k users) > RT's data model changed somewhat between RT2 and RT3. The 'watchers' > system in RT2 was replaced with a more flexible groups system in rt3. > Most of those groups and group members are actually queue and ticket > roles. It might be possible to re-cast the code to lazy-create them, but > unless someone can show me proof that this is what's killing some folks > performance, I'm not motivated to make the change. I have no proof as yet, but with the above dataset I'm seeing the same kind of performance issues as have been reported here. There is no one query that bottoms out on this; however I do see several (20-30) seconds of nothing but ACL queries[0] every time I visit certain pages (the "home" page, and "ModifyAll" page are good indicators here.) Each query completes in under a second, however when you add 56 of those queries together, the response time does blow out -- around a minute for the homepage, and half that for a ModifyAll (jumbo) page display. [0] "SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers .." -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From pdh at bestpractical.com Thu May 8 18:47:31 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 9 May 2003 08:47:31 +1000 Subject: [rt-users] Large mails are truncated In-Reply-To: <605509268B2AE24D8A2D44136CADEC5F426351@gemini.drutt.net> References: <605509268B2AE24D8A2D44136CADEC5F426351@gemini.drutt.net> Message-ID: <20030508224731.GF479@luggage.internal.moreton.com.au> Anders Ekstrand wrote: > I've installed RT3 on a RedHat 8 machine, but have problems with large mails > sent via the mailgate being truncated. What's mysql's "max_allowed_packet" set to? What about the following variables in your RT config? $MaxAttachmentSize $TruncateLongAttachments ? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Thu May 8 19:05:40 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 9 May 2003 09:05:40 +1000 Subject: [rt-users] Mail from a User Not In Database fails In-Reply-To: <45F4C665C2EEE7488F64D918AD803595398D66@exchange.sportex.com> References: <45F4C665C2EEE7488F64D918AD803595398D66@exchange.sportex.com> Message-ID: <20030508230540.GG479@luggage.internal.moreton.com.au> Hi, Andrew! Andrew Sammut wrote: > May 6 14:00:50 dropbear RT: RT could not load a valid user, and RT's > configuration does not allow for the creation of a new user for your > email. (/var/www/webrt/lib/RT/Interface/Email.pm:483) perhaps: http://lists.fsck.com/pipermail/rt-users/2003-April/013597.html -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From bill at daze.net Thu May 8 19:07:10 2003 From: bill at daze.net (bill at daze.net) Date: Thu, 8 May 2003 16:07:10 -0700 (PDT) Subject: [rt-users] weird "Draining Input" mail loop In-Reply-To: <20030508102544.GW28117@fsck.com> Message-ID: <20030508155609.L91237-100000@droid.daze.net> > Bizarre. My only guess is that the spam you got was in a weird encoding > that caused RT to panic. do you have a copy of the original message that > we can have a look at? I didn't save the original, but I've got two more today that caused the exact same problem. As with yesterday's message, the news ones definitely look like one of those old MS Outlook virus/worm thingies... mime type of audio/x-wav with names ending in .bat and .pif. All three from the same address so they are now blocked... I can tar and zip the raw files from the mail queue and send them where ever you want. Just let me know. From pdh at bestpractical.com Thu May 8 19:15:15 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 9 May 2003 09:15:15 +1000 Subject: [rt-users] Permission Denied for root In-Reply-To: <007901c313ea$8b698810$b940658f@wsmcarroll> References: <007901c313ea$8b698810$b940658f@wsmcarroll> Message-ID: <20030508231515.GH479@luggage.internal.moreton.com.au> Mike Carroll wrote: > Anyway, suddenly the root user does not have permission to do anything.. > like update a users comments, etc. Someone unclicked his "SuperUser" right (Configuration->Global->User Rights). Hopefully you have another SuperUser. If not, you'll need to resort to database dickery. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Thu May 8 19:21:42 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 9 May 2003 09:21:42 +1000 Subject: [rt-users] Can't get rid of the 'RT::' in img link In-Reply-To: <1E11D88103D7BF44AF240F64215087B3023544D8@al-ex01.al.bench.com> References: <1E11D88103D7BF44AF240F64215087B3023544D8@al-ex01.al.bench.com> Message-ID: <20030508232142.GI479@luggage.internal.moreton.com.au> Greg.Hering at bench.com wrote: > I changed the $WebBaseURL to http://167.67.73.53:80 but it converts it back to include the 'RT::'. (gratuitous quoting snipped) Did you stop and start apache? (no, reloading does not count.) -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From carl at xena.IPAustralia.gov.au Thu May 8 20:27:54 2003 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Fri, 09 May 2003 10:27:54 +1000 Subject: [rt-users] Mail from a User Not In Database fails In-Reply-To: <20030508230540.GG479@luggage.internal.moreton.com.au> References: <45F4C665C2EEE7488F64D918AD803595398D66@exchange.sportex.com> <20030508230540.GG479@luggage.internal.moreton.com.au> Message-ID: <3EBAF60A.8070005@xena.ipaustralia.gov.au> > > >Andrew Sammut wrote: > > >>May 6 14:00:50 dropbear RT: RT could not load a valid user, and RT's >>configuration does not allow for the creation of a new user for your >>email. (/var/www/webrt/lib/RT/Interface/Email.pm:483) >> That's the same error I got when group 'everyone' didn't have the following rights; CommentOnTicket CreateTicket ReplyToTicket SeeQueue Carl. From carl at xena.IPAustralia.gov.au Thu May 8 20:43:02 2003 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Fri, 09 May 2003 10:43:02 +1000 Subject: [rt-users] RT & Apache In-Reply-To: <001801c3159e$fad53a40$f4a8a8c0@amm8200> References: <001801c3159e$fad53a40$f4a8a8c0@amm8200> Message-ID: <3EBAF996.90401@xena.ipaustralia.gov.au> Hi Andy, What you seem to be trying to do is IP based virtual hosts. There is a section in the apache manual about virtual hosting that should cover it. Also, try setting; Listen 192.168.168.51:80 in your httpd.conf file. Carl. From pdh at bestpractical.com Thu May 8 21:44:23 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 9 May 2003 11:44:23 +1000 Subject: [rt-users] Command Line use tutorial/FAQ/info/anything? In-Reply-To: <3EBA47FB.15556.83325E@localhost> References: <3EBA47FB.15556.83325E@localhost> Message-ID: <20030509014423.GD1596@luggage.internal.moreton.com.au> Anne P. Mitchell, Esq. wrote: > I have searched archives, searched the web..does anybody have > any pointers to the command line options with RT? We are trying to /path/to/rt2/bin/rt --help -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From bmdimaculangan at bhpi.com.ph Thu May 8 23:08:51 2003 From: bmdimaculangan at bhpi.com.ph (Billy Dimaculangan) Date: Fri, 9 May 2003 11:08:51 +0800 Subject: [rt-users] configure my apache to run RT along with other content Message-ID: I?m new to this list. I just finished installing RT, now here?s my question. How do I configure my apache to run RT along with other content on a single server? The server where we installed RT is also hosting web pages for our intraner. TIA --- Billy -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at doutsis.com Fri May 9 00:10:13 2003 From: rt at doutsis.com (James Doutsis) Date: Fri, 9 May 2003 14:10:13 +1000 Subject: [rt-users] Installation issues In-Reply-To: Message-ID: <008d01c315e0$e43e94b0$4c00000a@ddpcjames> Harald, I've edited http.conf so that the document root is /opt/rt3/share/html/ Other than that, I've left it alone. Am I missing something? I did try, as said in the readme, using a virtual host. This gave me the same symptoms as what I originally posted, and as this server will only be used for RT I don't see the point of using a virtual host. Please correct me if I am wrong. Also, am I correct in saying that is it Perl that is causing this? Thanks for the help, I appreciate it. Regards, James Doutsis -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Harald Wagener Sent: Thursday, 8 May 2003 6:28 PM To: James Doutsis Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Installation issues On Donnerstag, Mai 8, 2003, at 03:16 Uhr, James Doutsis wrote: > Hi all, > > I'm new the the RT world and am trying to set it up.? After RT is > installed, and the virual server is added in Apache, I browse to the > server and am getting the following : Please send over a copy of Your VirtualHost entry. Regards, Harald Wagener -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From jaq at spacepants.org Fri May 9 00:14:17 2003 From: jaq at spacepants.org (Jamie Wilkinson) Date: Fri, 9 May 2003 14:14:17 +1000 Subject: [rt-users] rt-mailgate breaks when charset isn't UTF-8 Message-ID: <20030509041416.GC30751@spacepants.org> Hi, RT version 3.0.1 We've got some tickets being created from mail that is created from a web interface. The web interface sends the mail with a charset of iso-8859-1. What's happening is that the mail gets to rt-mailgate, and the ticket gets created, but the message body doesn't get inserted into the database. The template that gets sent to the queue admincc watchers shows all the ticket data is there, but there is no body and no subject. This only occurs for a couple of mails, where the hyphen appears as So, we tracked down the problem to rt-mailgate; it looks like rt-mailgate is assuming everything is UTF-8 encoding, and breaking when it sees a character that shouldn't exist. We've worked around the problem by creating a shell script wrapper that assumes the input encoding is iso-8859-1 and converts to UTF-8, also changing the LANG to C. Here's the script: #!/bin/sh # # rt-mailgate expects input in UTF-8 and bombs out if input is not valid LANG=C MAILGATE=/opt/rt3/bin/rt-mailgate ICONV=/usr/bin/iconv export LANG exec $ICONV -f iso8859-1 -t UTF-8 | $MAILGATE "$@" The problem is that again, non-iso-8859-1 emails will get corrupted, eg UTF-8 mail using non-ASCII characters. So, I'd suggest that rt-mailgate shouldn't assume anything about the encoding, then look at the mail headers to decide. I think you should default to an octet-stream if nothing can be found, or US-ASCII (which I believe is the de-facto standard encoding when not explicit). By the way, I was also going to submit this to the rt3 bugs address, but I couldn't find it listed on the rt website. -- jaq at spacepants.org http://spacepants.org/jaq.gpg From pdh at bestpractical.com Fri May 9 00:25:50 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 9 May 2003 14:25:50 +1000 Subject: [rt-users] rt-mailgate breaks when charset isn't UTF-8 In-Reply-To: <20030509041416.GC30751@spacepants.org> References: <20030509041416.GC30751@spacepants.org> Message-ID: <20030509042550.GG1596@luggage.internal.moreton.com.au> Jamie Wilkinson wrote: > RT version 3.0.1 > > So, we tracked down the problem to rt-mailgate; it looks like rt-mailgate is > assuming everything is UTF-8 encoding, and breaking when it sees a character > that shouldn't exist. You really *really* want to try 3.0.2pre6. > By the way, I was also going to submit this to the rt3 bugs address, but I > couldn't find it listed on the rt website. rt-3.0-bugs at fsck.com, but only if pain persists with 3.0.2pre6. :-) -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jaq at spacepants.org Fri May 9 00:22:38 2003 From: jaq at spacepants.org (Jamie Wilkinson) Date: Fri, 9 May 2003 14:22:38 +1000 Subject: [rt-users] rt-mailgate breaks when charset isn't UTF-8 In-Reply-To: <20030509041416.GC30751@spacepants.org> References: <20030509041416.GC30751@spacepants.org> Message-ID: <20030509042238.GD30751@spacepants.org> This one time, at band camp, Jamie Wilkinson wrote: >This only occurs for a couple of mails, where the hyphen appears as better finish my sentence: the hyphen in the mail is an iso8859-1 hyphen, code 0xad. The default ascii hyphen works in both charsets, but the 0xad hyphen doesn't exist in UTF-8 and hence something breaks. -- jaq at spacepants.org http://spacepants.org/jaq.gpg From jaq at spacepants.org Fri May 9 00:45:48 2003 From: jaq at spacepants.org (Jamie Wilkinson) Date: Fri, 9 May 2003 14:45:48 +1000 Subject: [rt-users] rt-mailgate breaks when charset isn't UTF-8 In-Reply-To: <20030509042550.GG1596@luggage.internal.moreton.com.au> References: <20030509041416.GC30751@spacepants.org> <20030509042550.GG1596@luggage.internal.moreton.com.au> Message-ID: <20030509044548.GE30751@spacepants.org> This one time, at band camp, Phil Homewood wrote: >Jamie Wilkinson wrote: >> RT version 3.0.1 >> >> So, we tracked down the problem to rt-mailgate; it looks like rt-mailgate is >> assuming everything is UTF-8 encoding, and breaking when it sees a character >> that shouldn't exist. > >You really *really* want to try 3.0.2pre6. Ok, thanks. Can you point to the change number that fixes this? I'd prefer to apply just the one patch than upgrade the lot just at this point in time. -- jaq at spacepants.org http://spacepants.org/jaq.gpg From jaq at spacepants.org Fri May 9 01:09:48 2003 From: jaq at spacepants.org (Jamie Wilkinson) Date: Fri, 9 May 2003 15:09:48 +1000 Subject: [rt-users] rt-mailgate breaks when charset isn't UTF-8 In-Reply-To: <20030509044548.GE30751@spacepants.org> References: <20030509041416.GC30751@spacepants.org> <20030509042550.GG1596@luggage.internal.moreton.com.au> <20030509044548.GE30751@spacepants.org> Message-ID: <20030509050948.GF30751@spacepants.org> This one time, at band camp, Jamie Wilkinson wrote: >This one time, at band camp, Phil Homewood wrote: >>Jamie Wilkinson wrote: >>> RT version 3.0.1 >>> >>> So, we tracked down the problem to rt-mailgate; it looks like rt-mailgate is >>> assuming everything is UTF-8 encoding, and breaking when it sees a character >>> that shouldn't exist. >> >>You really *really* want to try 3.0.2pre6. > >Ok, thanks. Can you point to the change number that fixes this? I'd prefer >to apply just the one patch than upgrade the lot just at this point in time. Found it, change 80. Thanks ;-) -- jaq at spacepants.org http://spacepants.org/jaq.gpg From jerker.montelius at ppm.nu Fri May 9 01:35:53 2003 From: jerker.montelius at ppm.nu (Jerker Montelius) Date: 09 May 2003 07:35:53 +0200 Subject: [rt-users] Possible bug in history display In-Reply-To: <1E11D88103D7BF44AF240F64215087B3023544D8@al-ex01.al.bench.com> References: <1E11D88103D7BF44AF240F64215087B3023544D8@al-ex01.al.bench.com> Message-ID: <1052458552.30589.21.camel@stopc0291.premiepensionsmyndigheten.se> When you make a ticket child of another the history display this Wed May 07 10:36:39 2003 jermon - Ticket 40 MemberOf ticket fsck.com-rt://premiepensionsmyndigheten.se/ticket/63. ^ | ____ Shouldent this be "http:" The html also seems a little bitt odd       Wed May 07 10:36:39 2003  jermon - Ticket 40 MemberOf ticket fsck.com-rt://premiepensionsmyndigheten.se/ticket/63.     Why the empty tag /J From mwatson at netspace.net.au Fri May 9 02:15:05 2003 From: mwatson at netspace.net.au (Matthew Watson) Date: Fri, 09 May 2003 14:15:05 +0800 Subject: [rt-users] Search builder backwards compatible? Message-ID: <178905332.1052489705@matty> Heya. I'm still running Searchbuilder 0.48, just wondering 1) is there any advantage to upgrading to a newer version? 2) is it backwards compatiable? I'm running RT 2.0.11 and getting a few speed complaints as more and more stuff join the company. Regards, Matthew Watson. From sw-lists at onyx.net Fri May 9 03:43:10 2003 From: sw-lists at onyx.net (Simon Woodward) Date: 09 May 2003 08:43:10 +0100 Subject: [rt-users] RT3 Speed Info In-Reply-To: <20030508224439.GE479@luggage.internal.moreton.com.au> References: <1052382778.15107.16847.camel@brockrigg.onyx.net> <20030508104511.GB28117@fsck.com> <20030508224439.GE479@luggage.internal.moreton.com.au> Message-ID: <1052466189.15107.17949.camel@brockrigg.onyx.net> Hi All, I've been getting MySQL to log "slow queries" for the last 24 hours now and typically its queries such as: 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 = '')AND(Groups_1.Domain = 'RT::Ticket-Role')AND(Groups_1.Type = 'Requestor')AND(Principals_2.PrincipalType = 'Group') ) ) AND ( (main.Status = 'new')OR(main.Status = 'open') ) ) AND Groups _1.Instance = main.id AND Groups_1.id = Principals_2.ObjectId AND Principals_2.id = CachedGroupMembers_3.GroupId AND CachedGroupMembers_3.MemberId = Principa ls_4.id AND Principals_4.ObjectId = Users_5.id ORDER BY main.Priority DESC LIMIT 10; And also: SELECT DISTINCT main.* FROM Users main, Principals Principals_1, Groups Groups_2, Principals Principals_3, Principals Principals_4, ACL ACL_5, CachedGroupMembers CachedGroupMembers_6, CachedGroupMembers CachedGroupMembers_7 WHERE ((ACL_5.RightName = 'SuperUser')OR(ACL_5.RightName = 'OwnTicket')) AND ((CachedGroupMem bers_7.GroupId = '4')) AND ((Principals_1.Disabled = '0')) AND ((Principals_1.PrincipalType = 'User')) AND ((Principals_3.PrincipalType = 'User')) AND (ACL_5.ObjectType = 'RT::System' OR (ACL_5.ObjectType = 'RT::Queue' AND ACL_5.ObjectId= '18') ) AND ( (ACL_5.PrincipalId = Principals_4.Id AND Principals_4.id = Groups_2.Id AND ACL_5.PrincipalType = 'Group' AND (Groups_2.Domain = 'SystemInternal' OR Groups_2.Domain = 'UserDefined' OR Groups_2.Domain ='ACLEquivalence')) OR( ( (Groups_2.Domain = 'RT::Queue-Role' AND Groups_2.Instance = '18') OR ( Groups_2.Domain = 'RT::Ticket-Role' AND Groups_2.Instance = '39574') ) AND Groups_2.Type = ACL_5.PrincipalType AND Groups_2.Id = Principals_4.id AND Principals_4.PrincipalType = 'Group') ) AND main.id = Principals_1.id AND Principals_1.id = CachedGroupMembers_7.MemberId AND main.id = Principals_3.id AND CachedGroupMembers_6.MemberId = Principals_3.Id ANDCachedGroupMembers_6.GroupId = Principals_4.Id ORDER BY main.Name ASC; Which seem to crop up quite a lot. All with Query times ranging from 13-26 seconds a time. However that is nothing in comparison to the Apache::Session module who's SELECT GET_LOCK('Apache-Session- After a great deal of hassle installing the dependent perl modules, I finally installed rt then in the 'make initialize-database' I get the error... Password: /usr/bin/perl: relocation error: /usr/lib/perl5/site_perl/5.6.1/i386-linux/auto/DBD/mysql/mysql.so: undefined symbol: mysql_init make: *** [initialize-database] Error 127 I have searched the list archives but the 2 similar problems I found (Mar/May 2003) had no replies. Does anyone have any idea? I did notice that following the 'make install' it says to edit RT_SiteConfig.pm, but in the RT3 Draft Manual that step comes after setting up the Db. RT_SiteConfig.pm is empty on installation, so wondered if this was the problem???? Ron Goodwin From sw-lists at onyx.net Fri May 9 03:50:52 2003 From: sw-lists at onyx.net (Simon Woodward) Date: 09 May 2003 08:50:52 +0100 Subject: [rt-users] RT3 Speed Info In-Reply-To: <1052466189.15107.17949.camel@brockrigg.onyx.net> References: <1052382778.15107.16847.camel@brockrigg.onyx.net> <20030508104511.GB28117@fsck.com> <20030508224439.GE479@luggage.internal.moreton.com.au> <1052466189.15107.17949.camel@brockrigg.onyx.net> Message-ID: <1052466652.15106.17958.camel@brockrigg.onyx.net> Hi, Should have mentioned ... I am also seeing similar amounts of ACL queries to Phil, however as there aren't being logged by the slow queries log, I wasn't convinced they were the problem. Cheers, Simon. From bernardy at nexus-netsoft.com Fri May 9 04:32:16 2003 From: bernardy at nexus-netsoft.com (Manuel Bernardy) Date: Fri, 9 May 2003 10:32:16 +0200 Subject: [rt-users] Problems with suexec Message-ID: <002901c31605$82eaf670$0300a8c0@nexusmanuel> Hi, my suexec Logfile says: [2003-05-09 10:32:31]: info: (target/actual) uid: (www/www) gid: (www/www) cmd: mason_handler.fcgi [2003-05-09 10:32:31]: error: command not in docroot (/opt/rt3/bin/mason_handler.fcgi) What does that mean? What do i have to do? Thank you! Manuel -------------- next part -------------- An HTML attachment was scrubbed... URL: From sw-lists at onyx.net Fri May 9 05:17:16 2003 From: sw-lists at onyx.net (Simon Woodward) Date: 09 May 2003 10:17:16 +0100 Subject: [rt-users] RT3 Speed Info In-Reply-To: <1052466652.15106.17958.camel@brockrigg.onyx.net> References: <1052382778.15107.16847.camel@brockrigg.onyx.net> <20030508104511.GB28117@fsck.com> <20030508224439.GE479@luggage.internal.moreton.com.au> <1052466189.15107.17949.camel@brockrigg.onyx.net> <1052466652.15106.17958.camel@brockrigg.onyx.net> Message-ID: <1052471836.15107.18057.camel@brockrigg.onyx.net> Hi All, Scrub all that. I've been watching the data in real time and I think the slow queries are red herrings. I am definitely of the opinion now that Phil is right. It appears to be the long list of ACL[0] lookups that are causing the delay. Watching the MySQL log file you can tell when someone has clicked a link and can say when the page will come up, just by watching the queries. The Slow queries still exist, but are no where near common enough to be the main cause of this problem. I'll see where this now gets me. Cheers, Simon. [0] Queries just as Phil described. From dchrys at hotpop.com Fri May 9 05:26:55 2003 From: dchrys at hotpop.com (Dimitris Chrysaidis) Date: Fri, 9 May 2003 12:26:55 +0300 (GTB Daylight Time) Subject: [rt-users] Request Tracker 3.x : out-of-the-box installation. Message-ID: <3EBB745F.000003.00828@pc1811> Hi, I am currently truing to figure-out a way to automate Request Tracker 3.0 installation for Redhat 8.x or 9.0 as much as possible. My goal is to have as much out-of-the-box functionality as possible (using RedHat RPMS for MySQL or PostgreSQL, Perl modules e.t.c) and keep the tarballs to a minimum. My main concerns are: a. Having all non-Redhat required packages (.rpm or .tar.gz) available on a separate CD. b. Being able to perform the installation without an Internet Connection (i e. for CPAN to work). c. Automate the procedure (make) and make it as reliable as possible. If somebody have succeded in any of these two tasks and wants to share it with us, I would welcome the feedback. If somebody has created an RPM, that would be even better! Thanks, Dimitris Chrysaidis IT Specialist. Athens-Greece From simo.melenius at citec.fi Fri May 9 05:56:23 2003 From: simo.melenius at citec.fi (Simo Melenius) Date: Fri, 09 May 2003 12:56:23 +0300 Subject: [rt-users] Non-user ticket creation and tracking Message-ID: <3EBB7B47.1090005@citec.fi> I installed Request Tracker 2 this morning as I'm evaluating request tracker/helpdesk applications for my employer. I didn't find a FAQ-answer for this - only some vague references - so I'm asking here: 1) The RT application should accept requests from any employee or customer without having to have a user account for him in the database. I believe the email ticket creation does this, but is there a webpage interface, where you could type your email address + your question, and click a button to send it? 2) The non-users should be able to track the status of their request on the web. This works for users but in order to get to the ticket view, you'll have to have a login name and a password. *** If the answers are somewhere in the documentation, I'm sorry I wasted your bandwidth :) If the solution requires a bit of Perl hacking, our shop can do that if it can be done in reasonable time. How have other people solved these situations? As for other than this, RT looks very promising. br, -- simo.melenius at citec.fi System Designer / Unix Applications Tel: +358 50 347 8373 CiTEC Information Solutions PGP public key: http://www.citec.fi/pgp/Melenius%20Simo.asc From shimi at shimi.net Fri May 9 06:05:15 2003 From: shimi at shimi.net (shimi) Date: Fri, 9 May 2003 13:05:15 +0300 (IDT) Subject: [rt-users] Non-user ticket creation and tracking In-Reply-To: <3EBB7B47.1090005@citec.fi> Message-ID: Re 1: just create a form with php or something that will mail the contents of the forum to your rt-mailgate alias, with the "sender address" mentioned in another field in the form, and violla! no? Re 2: that I don't know :) On Fri, 9 May 2003, Simo Melenius wrote: > > I installed Request Tracker 2 this morning as I'm evaluating request > tracker/helpdesk applications for my employer. I didn't find a > FAQ-answer for this - only some vague references - so I'm asking here: > > 1) > The RT application should accept requests from any employee or customer > without having to have a user account for him in the database. I believe > the email ticket creation does this, but is there a webpage interface, > where you could type your email address + your question, and click a > button to send it? > > 2) > The non-users should be able to track the status of their request on the > web. This works for users but in order to get to the ticket view, you'll > have to have a login name and a password. > > > *** > > If the answers are somewhere in the documentation, I'm sorry I wasted > your bandwidth :) If the solution requires a bit of Perl hacking, our > shop can do that if it can be done in reasonable time. How have other > people solved these situations? As for other than this, RT looks very > promising. > > > br, > -- 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 Fri May 9 06:20:38 2003 From: mwatson at netspace.net.au (Matthew Watson) Date: Fri, 09 May 2003 18:20:38 +0800 Subject: [rt-users] rt301 install problem - initializing Db In-Reply-To: References: Message-ID: <193638427.1052504438@matty> Always try chucking your error into google, its amazing what can be found :) http://www.mysql.com/doc/en/Perl_support_problems.html Matt Watson. --On Friday, 9 May 2003 3:48 PM +0800 Ron Goodwin wrote: > After a great deal of hassle installing the dependent perl modules, I > finally installed rt then in the 'make initialize-database' I get the > error... > > Password: /usr/bin/perl: relocation error: > /usr/lib/perl5/site_perl/5.6.1/i386-linux/auto/DBD/mysql/mysql.so: > undefined symbol: mysql_init > make: *** [initialize-database] Error 127 > > I have searched the list archives but the 2 similar problems I found > (Mar/May 2003) had no replies. Does anyone have any idea? > > I did notice that following the 'make install' it says to edit > RT_SiteConfig.pm, but in the RT3 Draft Manual that step comes after > setting up the Db. RT_SiteConfig.pm is empty on installation, so > wondered if this was the problem???? > > > Ron Goodwin > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From jesse at bestpractical.com Fri May 9 06:33:25 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 9 May 2003 06:33:25 -0400 Subject: [rt-users] mailgate and EX_TEMPFAIL In-Reply-To: References: Message-ID: <20030509103325.GZ28117@fsck.com> So. you appear to be using some form of external authentication to force all users to authenticate before talking to your apache. apache isn't letting the mail gateway talk to the web server. You can (I believe) encode credentials in the url the mail gateway is trying to visit as http://user:pass at host/.... OR you can tell apache to let the mail gateway through. On Thu, May 08, 2003 at 03:22:52PM -0500, Christian Gilmore wrote: > Harald Wagener wrote: > > What happens if You do > > '/opt/rt3/bin/rt-mailgate < bla.txt', where bla.txt is a genuine > > message ? > > Here is what happened. > > norad1% /opt/rt3/bin/rt-mailgate < ~/foo > /opt/rt3/bin/rt-mailgate invoked improperly > > No url provided to mail gateway! > > > norad1% /opt/rt3/bin/rt-mailgate --url http://norad1.tivoli.com/rt > < ~/foo > An Error Occurred > ================= > > 401 Authorization Required > > Looks like this may be the problem. I read in the rt-mailgate POD about > needing an RT user for gateway, but I've not seen any documentation that > tells me how to tell the mailgate which user/password to use. I carefully > read the RT3 PDF sections that would pertain to mail and saw no mention of > needing this user. > > Also, I see that the setgid bit is set in RT2 but not in RT3. I'm assuming > that, since it is attempting to talk to the database via the web service, > mailgate no longer needs the setgid bit. > > > Jesse Vincent wrote: > > the mail gateway has a --debug flag. It might be helpful to hand-pipe a > > message to it with that flag enabled to see what the server says... > > I have that flag set. Not a bit of logging is done, though. Here's what I > have set: > > webreq: "|/opt/rt3/bin/rt-mailgate --debug --queue webreq --action > correspond > --url http://norad1.tivoli.com/rt" > > Set($LogToSyslog , 'debug'); > Set($LogToScreen , undef); > Set($LogToFile , 'debug'); > Set($LogToFileNamed , "$LogDir/rt.log.$$"); #log to > rt.log.. > > Thank you both for responding! > > Thanks, > Christian > > ---------------------- > Christian Gilmore > Technology Leader > GeT Support Application Development > IBM Software Group -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Fri May 9 06:38:53 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 9 May 2003 06:38:53 -0400 Subject: [rt-users] rt-mailgate breaks when charset isn't UTF-8 In-Reply-To: <20030509050948.GF30751@spacepants.org> References: <20030509041416.GC30751@spacepants.org> <20030509042550.GG1596@luggage.internal.moreton.com.au> <20030509044548.GE30751@spacepants.org> <20030509050948.GF30751@spacepants.org> Message-ID: <20030509103853.GB28117@fsck.com> > >Ok, thanks. Can you point to the change number that fixes this? I'd prefer > >to apply just the one patch than upgrade the lot just at this point in time. > > Found it, change 80. Thanks ;-) As a heads up: There were a number of different changes that fixed different parts of this issue. Applying patches piecemeal may get you into trouble. Jesse > > -- > jaq at spacepants.org http://spacepants.org/jaq.gpg > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Fri May 9 06:40:14 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 9 May 2003 06:40:14 -0400 Subject: [rt-users] Search builder backwards compatible? In-Reply-To: <178905332.1052489705@matty> References: <178905332.1052489705@matty> Message-ID: <20030509104014.GC28117@fsck.com> To the best of my knowledge, it is. I'd be interested in hearing of anything questionable. On Fri, May 09, 2003 at 02:15:05PM +0800, Matthew Watson wrote: > Heya. > > I'm still running Searchbuilder 0.48, just wondering > > 1) is there any advantage to upgrading to a newer version? > 2) is it backwards compatiable? > > I'm running RT 2.0.11 and getting a few speed complaints as more and more > stuff join the company. > > Regards, > Matthew Watson. > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 simo.melenius at citec.fi Fri May 9 06:54:35 2003 From: simo.melenius at citec.fi (Simo Melenius) Date: Fri, 09 May 2003 13:54:35 +0300 Subject: [rt-users] Non-user ticket creation and tracking In-Reply-To: References: Message-ID: <3EBB88EB.8050007@citec.fi> shimi wrote: > Re 1: > just create a form with php or something that will mail the contents of > the forum to your rt-mailgate alias, with the "sender address" mentioned > in another field in the form, and violla! no? Of course. For attachments and destination queue-selection this may be a bit clumsy option. > Re 2: > that I don't know :) Haven't looked at the source yet, I wonder how much time it would take to write an extensions like this: The email received by the requestor would contain an URL (possibly with a unique ID for identifying the requestor+ticket pair in question), which would lead to a non-authenticated webpage containing the history display of the ticket -- simo.melenius at citec.fi System Designer / Unix Applications Tel: +358 50 347 8373 CiTEC Information Solutions PGP public key: http://www.citec.fi/pgp/Melenius%20Simo.asc From jesse at bestpractical.com Fri May 9 06:57:08 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 9 May 2003 06:57:08 -0400 Subject: [rt-users] Possible bug in history display In-Reply-To: <1052458552.30589.21.camel@stopc0291.premiepensionsmyndigheten.se> References: <1E11D88103D7BF44AF240F64215087B3023544D8@al-ex01.al.bench.com> <1052458552.30589.21.camel@stopc0291.premiepensionsmyndigheten.se> Message-ID: <20030509105708.GH28117@fsck.com> > > Wed May 07 10:36:39 2003 jermon - Ticket 40 MemberOf ticket > fsck.com-rt://premiepensionsmyndigheten.se/ticket/63. > No. that's a vendor URI scheme. It's a unique id for that ticket. It's not an HTTP url. arguably, it should be smarter about displaying that string in a friendly way > > The html also seems a little bitt odd > Why the empty tag That's an anchor for linking into a specific transaction. And yes. it was malformed. That's fixed in 3.0.2pre6 -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Fri May 9 07:03:13 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 9 May 2003 07:03:13 -0400 Subject: [rt-users] Non-user ticket creation and tracking In-Reply-To: <3EBB88EB.8050007@citec.fi> References: <3EBB88EB.8050007@citec.fi> Message-ID: <20030509110313.GK28117@fsck.com> > >Re 2: > >that I don't know :) > > Haven't looked at the source yet, I wonder how much time it would take > to write an extensions like this: > > The email received by the requestor would contain an URL (possibly with > a unique ID for identifying the requestor+ticket pair in question), > which would lead to a non-authenticated webpage containing the history > display of the ticket RT includes a customer-facing SelfService web UI. Last summer, I sent a template to RT-users which will include a password for a user in an autoreply. http://lists.fsck.com/pipermail/rt-users/2002-November/010705.html > > > -- > simo.melenius at citec.fi System Designer / Unix Applications > Tel: +358 50 347 8373 CiTEC Information Solutions > PGP public key: http://www.citec.fi/pgp/Melenius%20Simo.asc > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 awahlfeldt at subshell.com Fri May 9 07:47:02 2003 From: awahlfeldt at subshell.com (Andreas Wahlfeldt) Date: Fri, 9 May 2003 13:47:02 +0200 Subject: [rt-users] RT3 Speed Info Message-ID: <00d701c31620$b4bb3c80$0f00000a@bernoulli> hi list, hi simon, # I take it from the sheer silence on the list that no-one else has any thoughts / # ideas or input. I'd greatly appreciate any if you have, otherwise I think its # downgrade and wait until the time is available to try again or test. my silence is caused by my boss, wanting me to dig into things that make us money, not into things that make us trouble, which rt3 definitly does. therefore i had no time to investigate what causes the performance problems in our rt3 install, but i definetly will. probably in my holidays.... since rt2 is still a GREAT tool (not able to thank jesse and coworkers enough for it) which improved our customer support and internal-communication a lot, we will stick to it untill the rt3 performace issue is solved. jesse: stay away from open netcafes. this is supposed to be your holiday ;-) cu andreas __________________________ Andreas Wahlfeldt subshell GmbH Weidenallee 1 20357 Hamburg t +49.40. 431 362-25 f +49.40. 431 362-29 e awahlfeldt at subshell.com __________________________ From sw-lists at onyx.net Fri May 9 07:52:43 2003 From: sw-lists at onyx.net (Simon Woodward) Date: 09 May 2003 12:52:43 +0100 Subject: [rt-users] RT3 Speed Info In-Reply-To: <00d701c31620$b4bb3c80$0f00000a@bernoulli> References: <00d701c31620$b4bb3c80$0f00000a@bernoulli> Message-ID: <1052481162.2642.147.camel@brockrigg.onyx.net> > since rt2 is still a GREAT tool (not able to thank jesse and coworkers > enough for it) I couldn't agree with this more. I think I shall have to join you in returning to RT2 over the weekend, to get the office working again on Monday and leave RT3 until I have the time to look at this further. To be honest I have been spending far too much time on this, and as Andreas says, I should also be concentrating on other things too. I just don't like being beaten, even if its only temporary ;-) Cheers, Simon. From anders.ekstrand at drutt.com Fri May 9 07:56:07 2003 From: anders.ekstrand at drutt.com (Anders Ekstrand) Date: Fri, 9 May 2003 13:56:07 +0200 Subject: [rt-users] Large mails are truncated Message-ID: <605509268B2AE24D8A2D44136CADEC5F426394@gemini.drutt.net> my.cnf contains: [mysqld] set-variable = max_allowed_packet=16M and RT_SiteConfig.pm contains: Set($MaxAttachmentSize , 10000000); Set($TruncateLongAttachments , undef); Set($DropLongAttachments , undef); It works fine to create large tickets tickets via the Web-UI. It also works fine to import data from an existing RT2.0.15 database, with very large tickets (up to 8M). If I send a mail with 10k of text, just a bit more than 7 k gets inserted in the ticket body. Along with headers etc. it seems like there are som limit at 8k... (I'm running with modperl2 and Apache2 on a RedHat 9.0 box.) /Anders Phil Homewood wrote: > >Anders Ekstrand wrote: >> I've installed RT3 on a RedHat 8 machine, but have problems with large = mails >> sent via the mailgate being truncated. > >What's mysql's "max_allowed_packet" set to? What about the >following variables in your RT config? > >$MaxAttachmentSize >$TruncateLongAttachments -------------- next part -------------- An HTML attachment was scrubbed... URL: From kend at xanoptix.com Fri May 9 08:31:14 2003 From: kend at xanoptix.com (kend at xanoptix.com) Date: Fri, 9 May 2003 08:31:14 -0400 (EDT) Subject: [rt-users] Non-root mails not being sent. In-Reply-To: <605509268B2AE24D8A2D44136CADEC5F426394@gemini.drutt.net> References: <605509268B2AE24D8A2D44136CADEC5F426394@gemini.drutt.net> Message-ID: <32881.10.20.2.206.1052483474.squirrel@alpha> First, thanks to all for the help with my e-mail issue (as in, none being sent, 'cause I didn't realize there weren't default settings) yesterday. Much appreciated. However, it still isn't quite working. If I create a ticket as root in queue "foo", mail gets sent to foo's watchers, as per the scrip I have set up. On the other hand, if I create a ticket as any other user, the mail does not get sent. I've gone so far as to grant all permissions to the user creating the ticket, and it still doesn't go. Is there some queue-based permission setting or something that I'm missing? Thanks! -Ken D'Ambrosio From cz at gocept.com Fri May 9 08:34:47 2003 From: cz at gocept.com (Christian Zagrodnick) Date: Fri, 9 May 2003 14:34:47 +0200 Subject: [rt-users] Re: [rt-devel] DBIx-SearchBuilder 0.81 released In-Reply-To: <20030504124850.GQ28117@fsck.com> References: <20030503124120.GN61306@nexus.ninth-circle.org> <5FB5C918-7D65-11D7-819B-0003931A964A@kineticode.com> <20030504054900.GL28117@fsck.com> <20030504103655.GA13885@gocept.com> <20030504124850.GQ28117@fsck.com> Message-ID: <20030509123447.GC17304@gocept.com> so now.. -- issued on viewing a ticket, unformatted SELECT DISTINCT main.* FROM Tickets main JOIN Groups as Groups_1 ON main.id = Groups_1.Instance JOIN Principals as Principals_2 ON Groups_1.id = Principals_2.ObjectId JOIN CachedGroupMembers as CachedGroupMembers_3 ON Principals_2.id = CachedGroupMembers_3.GroupId JOIN Principals as Principals_4 ON CachedGroupMembers_3.MemberId = Principals_4.id JOIN Users as Users_5 ON Principals_4.ObjectId = Users_5.id WHERE ((main.EffectiveId = main.id)) AND ((main.Type = 'ticket')) AND ( ( ( (lower(Users_5.EmailAddress) = 'sales at tastaturen.com')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') ) ) ORDER BY main.Priority DESC LIMIT 10 -- duration: 20.513569 sec -- basicly the same just readable SELECT DISTINCT main.* FROM Tickets main JOIN Groups as Groups_1 ON main.id = Groups_1.Instance JOIN Principals as Principals_2 ON Groups_1.id = Principals_2.ObjectId JOIN CachedGroupMembers as CachedGroupMembers_3 ON Principals_2.id = CachedGroupMembers_3.GroupId JOIN Principals as Principals_4 ON CachedGroupMembers_3.MemberId = Principals_4.id JOIN Users as Users_5 ON Principals_4.ObjectId = Users_5.id WHERE main.EffectiveId = main.id AND main.Type = 'ticket' AND lower(Users_5.EmailAddress) = 'sales at tastaturen.com' 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') ORDER BY main.Priority DESC LIMIT 10 -- 20 secs still -- explain analyze showed the problem: one small change in joining et voila. SELECT DISTINCT main.* FROM Tickets main JOIN ( Groups as Groups_1 JOIN Principals as Principals_2 ON Groups_1.id = Principals_2.ObjectId JOIN CachedGroupMembers as CachedGroupMembers_3 ON Principals_2.id = CachedGroupMembers_3.GroupId JOIN Principals as Principals_4 ON CachedGroupMembers_3.MemberId = Principals_4.id JOIN Users as Users_5 ON Principals_4.ObjectId = Users_5.id ) ON main.id = Groups_1.Instance WHERE main.EffectiveId = main.id AND main.Type = 'ticket' AND lower(Users_5.EmailAddress) = 'sales at tastaturen.com' 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') ORDER BY main.Priority DESC LIMIT 10 -- duration: 0.526543 sec I suspect this is aplicaple in several situations where the ticket is joined. On Sun, May 04, 2003 at 08:48:50AM -0400, Jesse Vincent wrote: > > > > > A number of folks wrote me to say that they saw dramatic speedups with > > > the new searchbuilder. I would, of course, appreciate additional help > > > tuning for postgres. I know there's been a suggested column type change > > > in the ACL system for faster querying which I haven't had a chance to > > > lookup, but more work by the folks who know postgres well would be > > > appreciated. > > > > Well yes, it dropped from `i-don't-know' to 8 minutes with this giant > > query. Creating two additional indexes dropped it further to about 1 > > minute -- which is still too slow. Certainly I could rewrite some query > > manually to get some speedups if it helps (i.e. if it is integratable > > into RT or SearchBuilder). > > Actually, I'd appreciate it if you could have a look at: > > http://lists.fsck.com/pipermail/rt-devel/2003-April/003697.html > > > I think we're currently around aidan's partially-optimized query. > Would you mind having a look and seeing if you can improve on his work? > I'm happy to put in more effort to speed postgres up, if I can get more > input about what will help. > > -j > > > > -- > > Christian Zagrodnick > > > > gocept gmbh & co. kg - schalaunische strasse 6 - 06366 koethen/anhalt > > fon. +49 3496 3099112, +49 179 1463644 > > fax. +49 3496 3099118 > > > > > > > > -- > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. > -- Christian Zagrodnick gocept gmbh & co. kg - schalaunische strasse 6 - 06366 koethen/anhalt fon. +49 3496 3099112, +49 179 1463644 fax. +49 3496 3099118 From binand at gmx.net Fri May 9 09:01:47 2003 From: binand at gmx.net (Binand Sethumadhavan) Date: Fri, 9 May 2003 09:01:47 -0400 Subject: [rt-users] Cannot comment on a ticket via email Message-ID: <20030509130147.GA10507@zeus.cysphere.com> Hi All, Sorry for the long post. We have a strange problem. One ticket allows comments to be recorded via web, correspondence added via web and email, but comments are NOT recorded via email. This happens with only ticket no. 11273 (is that some sort of magic number? :) When I send a mail to the comment email address, I get a message back, saying, in subject, "Comment not recorded" and in body, "The comment has been recorded". :-) I am at my wit's end. RT is 2.0.15, RHDB 2.1 (Postgres 7.2.3). I had done a vacuum analyse just before, and an index corrpution for pg_statistic_relid_att_index had occured (which I think is a known bug in Postgres' vacuumdb, considering the number of google hits I got). I had to drop and recreate that particular index. This is logged in rt.log8 (for every comment mail to that ticket): [Fri May 9 10:44:01 2003] [warning]: RT::User=HASH(0x88254a0)->HasQueueRight Couldn't find a queue id at /home/rt2/igmg/lib/ RT/User.pm line 715 RT::User::HasQueueRight('RT::User=HASH(0x88254a0)', 'Right', 'ShowTicket', 'TicketObj', 'RT::Ticket=HASH(0x88a22ac)') called at /home/rt2/igmg/lib/RT/CurrentUser.pm line 238 RT::CurrentUser::HasQueueRight('RT::CurrentUser=HASH(0x87ed1dc)', 'Right', 'ShowTicket', 'TicketObj', 'RT::Ticket=HASH(0x88a22ac)') called at /home/rt2/igmg/lib/RT/Transaction.pm line 777 RT::Transaction::CurrentUserHasRight('RT::Transaction=HASH(0x88211ec)', 'ShowTicket') called at /home/rt2/igmg/lib/RT/Transaction.pm line 754 RT::Transaction::_Value('RT::Transaction=HASH(0x88211ec)', 'Field') called at /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm line 404 DBIx::SearchBuilder::Record::__ANON__('RT::Transaction=HASH(0x88211ec)') called at /home/rt2/igmg/lib/RT/Condition/OwnerChange.pm line 21 RT::Condition::OwnerChange::IsApplicable('RT::Condition::OwnerChange=HASH(0x88ae8b0)') called at /home/rt2/igmg/lib/RT/ScripCondition.pm line 175 RT::ScripCondition::IsApplicable('RT::ScripCondition=HASH(0x88caf4c)') called at /home/rt2/igmg/lib/RT/Scrip.pm line 275 RT::Scrip::IsApplicable('RT::Scrip=HASH(0x882a24c)') called at /home/rt2/igmg/lib/RT/Transaction.pm line 159 eval {...} called at /home/rt2/igmg/lib/RT/Transaction.pm line 146 RT::Transaction::Create('RT::Transaction=HASH(0x8815174)', 'Ticket', 11273, 'TimeTaken', 0, 'Type', 'Comment', 'Data', ...) called at /home/rt2/igmg/lib/RT/Ticket.pm line 2773 RT::Ticket::_NewTransaction('RT::Ticket=HASH(0x88052a8)', 'Type', 'Comment', 'Data', 'RE: [xxxxxxxxxxxx.com #11273] [Comment] FW: Launch of Project Pr...', 'TimeTaken', 0, 'MIMEObj', ...) called at /home/rt2/igmg/lib/RT/Ticket.pm line 1689 RT::Ticket::Comment('RT::Ticket=HASH(0x88052a8)', 'MIMEObj', 'MIME::Entity=HASH(0x87fbe64)') called at /etc/smrsh/rt-mailgate line 294 Binand From awahlfeldt at subshell.com Fri May 9 09:40:19 2003 From: awahlfeldt at subshell.com (Andreas Wahlfeldt) Date: Fri, 9 May 2003 15:40:19 +0200 Subject: [rt-users] RT3 Speed Info (stalled ;-) Message-ID: <013801c31630$88081c20$0f00000a@bernoulli> hi simon, simon says (i like to write that ;-) # To be honest I have been spending far too much time on this but the investigations you and phil made so far are (as i think) a good starting point for me (and others?). so don't feel sorry about wasted time, since your findings might enligthen others. thanks for sharing. cu andreas From pape-rt at inf.fu-berlin.de Fri May 9 10:34:31 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Fri, 09 May 2003 16:34:31 +0200 Subject: [rt-users] unexpected usage: change sort order with column headers in search window Message-ID: <2147483647.1052498071@[10.0.255.35]> I wish you would change the way how clicking on column headers affects the sort order of the tickets in the search window: now: with every click to any column the sort order (asc, desc) allways toggles, this is very unexpected if you only intend to change the sort category by clicking on a different column. more useful would be: click to a column only changes sort category, click to a separate link changes sort order (asc, desc). Thanks, Dirk From cag at us.ibm.com Fri May 9 10:37:51 2003 From: cag at us.ibm.com (Christian Gilmore) Date: Fri, 9 May 2003 09:37:51 -0500 Subject: [rt-users] mailgate and EX_TEMPFAIL Message-ID: On the second suggestion, allowing the gateway to pass unauthenticated, how does that fit with the documentation in the rt-mailgate POD? I am confused where/why/how the mailgate should authenticate to the web interface? It is a new concept for RT3, and I'm just not quite getting it yet. On the first suggestion, I'm going to need to do some kind of sleight of hand. I don't control the external LDAP to which I authenticate RT users, so I can't add a system account for rt-mailgate. My current thought is that, if I go this path, I would need to chain in an additional Auth handler that did file-based authentication against a file that just had the mailgate's credentials. My concern on this course, though, is that the aliases file is world-readable (to only the handful of people who have login accounts on the RT host). I'm not super comfortable putting the credentials directly into the URL within the alias entries... Thanks again for helping me out! Thanks, Christian ---------------------- Christian Gilmore Technology Leader GeT Support Application Development IBM Software Group Jesse Vincent Sent by: rt-users-admin at lists.fsck.com 05/09/03 05:33 AM To: Christian Gilmore/Austin/IBM at IBMUS cc: rt-users at lists.fsck.com, Harald Wagener Subject: Re: [rt-users] mailgate and EX_TEMPFAIL So. you appear to be using some form of external authentication to force all users to authenticate before talking to your apache. apache isn't letting the mail gateway talk to the web server. You can (I believe) encode credentials in the url the mail gateway is trying to visit as http://user:pass at host/.... OR you can tell apache to let the mail gateway through. On Thu, May 08, 2003 at 03:22:52PM -0500, Christian Gilmore wrote: > Harald Wagener wrote: > > What happens if You do > > '/opt/rt3/bin/rt-mailgate < bla.txt', where bla.txt is a genuine > > message ? > > Here is what happened. > > norad1% /opt/rt3/bin/rt-mailgate < ~/foo > /opt/rt3/bin/rt-mailgate invoked improperly > > No url provided to mail gateway! > > > norad1% /opt/rt3/bin/rt-mailgate --url http://norad1.tivoli.com/rt > < ~/foo > An Error Occurred > ================= > > 401 Authorization Required > > Looks like this may be the problem. I read in the rt-mailgate POD about > needing an RT user for gateway, but I've not seen any documentation that > tells me how to tell the mailgate which user/password to use. I carefully > read the RT3 PDF sections that would pertain to mail and saw no mention of > needing this user. > > Also, I see that the setgid bit is set in RT2 but not in RT3. I'm assuming > that, since it is attempting to talk to the database via the web service, > mailgate no longer needs the setgid bit. > > > Jesse Vincent wrote: > > the mail gateway has a --debug flag. It might be helpful to hand-pipe a > > message to it with that flag enabled to see what the server says... > > I have that flag set. Not a bit of logging is done, though. Here's what I > have set: > > webreq: "|/opt/rt3/bin/rt-mailgate --debug --queue webreq --action > correspond > --url http://norad1.tivoli.com/rt" > > Set($LogToSyslog , 'debug'); > Set($LogToScreen , undef); > Set($LogToFile , 'debug'); > Set($LogToFileNamed , "$LogDir/rt.log.$$"); #log to > rt.log.. > > Thank you both for responding! > > Thanks, > Christian > > ---------------------- > Christian Gilmore > Technology Leader > GeT Support Application Development > IBM Software Group -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- An HTML attachment was scrubbed... URL: From ryan.wheaton at moguls.com Fri May 9 11:26:34 2003 From: ryan.wheaton at moguls.com (Ryan Wheaton) Date: Fri, 9 May 2003 09:26:34 -0600 Subject: [rt-users] Could not load a valid user Message-ID: <27BB0E94EF28D41193D0009027937C8F0258EAB0@MSSTNT1> Whenever someone besides those users that have been manually entered sends an email to RT to open a new ticket, I (the RT admin) gets the following email: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. And, I'm also seeing similar things in my httpd error_log: [Fri May 9 14:55:39 2003] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (/usr/rt3/lib/RT/Interface/Email.pm:483) yet, in my RT_SiteConfig.pm file, i have this set: Set($SenderMustExistInExternalDatabase , 0); which is the only thing that I can find that sets whether you can add non-priveleged users via email or not. is this set somewhere else, or am i missing something? thanks, -rtw From mat at mat.cc Fri May 9 11:46:51 2003 From: mat at mat.cc (Mathieu Arnold) Date: Fri, 09 May 2003 17:46:51 +0200 Subject: [rt-users] rt 3 and @RT::MailPlugins Message-ID: <171833793.1052502411@andromede.reaumur.absolight.net> Hi, I've had a small hack in my v2 rt-mailgate, and after upgrading to v3, I can't really do it again, and I've seen this RT::MailPlugins. I've read many pods and I'm still not sure of were I have to set this. Is it in RT::Interface::Email (ugly) or in my RT_LocalConfig.pm ? I can guess that a small explanation in rt-mailgate's pod would be great :) -- Mathieu Arnold From bsegal at DECARIE.COM Fri May 9 12:02:44 2003 From: bsegal at DECARIE.COM (Bruce Segal) Date: Fri, 9 May 2003 12:02:44 -0400 Subject: [rt-users] Could not load a valid user Message-ID: From cag at us.ibm.com Fri May 9 12:05:22 2003 From: cag at us.ibm.com (Christian Gilmore) Date: Fri, 9 May 2003 11:05:22 -0500 Subject: [rt-users] RT3 Speed Info Message-ID: On Thu, 8 May 2003 06:45:11 -0400, Jesse Vincent wrote: > On Thu, May 08, 2003 at 09:32:58AM +0100, Simon Woodward wrote: > > Okay ... lets play spot the difference: > > > > Table RT2 Data Rows: RT3 Imported Data Rows: > > > > GroupMembers 35 116012 > > Groups 15 171333 > > > > And this was created with the import tool ... so this could well be > > where the problem lies ?? > > RT's data model changed somewhat between RT2 and RT3. The 'watchers' > system in RT2 was replaced with a more flexible groups system in rt3. > Most of those groups and group members are actually queue and ticket > roles. It might be possible to re-cast the code to lazy-create them, but > unless someone can show me proof that this is what's killing some folks > performance, I'm not motivated to make the change. Would manually dropping watchers/groups/etc either in an RT2 replica or directly in the dump files and rebuilding them directly in RT3 avoid this problem? Thanks, Christian ---------------------- Christian Gilmore Technology Leader GeT Support Application Development IBM Software Group -------------- next part -------------- An HTML attachment was scrubbed... URL: From ryan.wheaton at moguls.com Fri May 9 12:07:25 2003 From: ryan.wheaton at moguls.com (Ryan Wheaton) Date: Fri, 9 May 2003 10:07:25 -0600 Subject: [rt-users] Could not load a valid user Message-ID: <27BB0E94EF28D41193D0009027937C8F0258EAB3@MSSTNT1> damn. you're right. i totally forgot to do that. brain fart. thanks! -----Original Message----- From: Bruce Segal [mailto:bsegal at DECARIE.COM] Sent: Friday, May 09, 2003 10:03 AM To: rt-users at lists.fsck.com Subject: RE: [rt-users] Could not load a valid user From Greg.Hering at bench.com Fri May 9 12:08:00 2003 From: Greg.Hering at bench.com (Greg.Hering at bench.com) Date: Fri, 9 May 2003 11:08:00 -0500 Subject: [rt-users] configure my apache to run RT along with other content Message-ID: <1E11D88103D7BF44AF240F64215087B3023544E4@al-ex01.al.bench.com> What I did was set up an extra port for RT and then users can browse in to the main content and select RT as a link. Standard IP based Virtual Hosting - single IP with multiple ports for host differentiation. In the httpd.conf Listen 192.168.0.1:80 Listen 192.168.0.1:8080 #Port 80 DocumentRoot /opt/rt3/html/share ...regular stuff from the example When you browse to the site you get port 80 and the default root, /usr/local/apache/htdocs or whatever. Then I have a link in that index.html Request Tracker. Don't forget to edit RT_Siteconfig.pm and change the WebBaseURL value. Set( $WebBaseURL , http://192.168.0.1:8080 ); Good luck, Greg Gregory L. Hering (256) 722-6420 4807 Bradford Dr Benchmark Electronics, Inc. Hunvtsville, Al 35805 -----Original Message----- From: Billy Dimaculangan [mailto:bmdimaculangan at bhpi.com.ph] Sent: Thursday, May 08, 2003 10:09 PM To: rt-users at lists.fsck.com Subject: [rt-users] configure my apache to run RT along with other content I'm new to this list. I just finished installing RT, now here's my question. How do I configure my apache to run RT along with other content on a single server? The server where we installed RT is also hosting web pages for our intraner. TIA --- Billy -------------- next part -------------- An HTML attachment was scrubbed... URL: From hwagener at hamburg.fcb.com Fri May 9 12:33:31 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 9 May 2003 18:33:31 +0200 Subject: [rt-users] Could not load a valid user In-Reply-To: <27BB0E94EF28D41193D0009027937C8F0258EAB0@MSSTNT1> Message-ID: On Freitag, Mai 9, 2003, at 05:26 Uhr, Ryan Wheaton wrote: > Whenever someone besides those users that have been manually entered > sends > an email to RT to open a new ticket, I (the RT admin) gets the > following > email: > > RT could not load a valid user, and RT's configuration does not allow > for the creation of a new user for your email. Have You granted 'Everyone' the 'Createticket' Privilege? Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From jritchie at bible.edu Fri May 9 13:35:06 2003 From: jritchie at bible.edu (Josiah Ritchie) Date: Fri, 9 May 2003 13:35:06 -0400 Subject: [rt-users] At apache start - Can't locate object method "boot" via package "mod_perl"... Message-ID: <20030509133506.7482c05d.jritchie@bible.edu> Here's one for you folks. I'm trying to get rt running on Gentoo. I might be needing a module. I'm using apache 2 with perl 1.99 and mysql. This error message is delivered when trying to start apache. * Starting apache2... [Fri May 09 12:17:22 2003] [error] Can't locate object method "boot" via package "mod_perl" at /usr/lib/perl5/site_perl/5.8.0/i686-linux/Apache/Constants.pm line 8. Compilation failed in require at /usr/lib/perl5/site_perl/5.8.0/i686-linux/Apache.pm line 6. BEGIN failed--compilation aborted at/usr/lib/perl5/site_perl/5.8.0/i686-linux/Apache.pm line 6. Compilation failed in require at /usr/lib/perl5/5.8.0/CGI.pm line 161. Compilation failed in require at /opt/rt3/bin/webmux.pl line 41. BEGIN failed--compilation aborted at/opt/rt3/bin/webmux.pl line 41. Compilation failed in require at (eval 4) line 1. [Fri May 09 12:17:22 2003] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server rt.localhost:0, exiting... **This is from apache2/error_log so you know a bit more about what's going on: [notice] Apache/2.0.45 (Gentoo/Linux)mod_perl/1.99_08 Perl/v5.8.0 configured -- resuming normal opertions I confirmed that all the files mentioned are where they claim to be. I start apache2 with the "-D PERL" option. I'm not sure what else to tell you folks, I've been working on this furiously for a few days now, but don't know much about perl. Thanks, JSR/ From Greg.Hering at bench.com Fri May 9 13:43:06 2003 From: Greg.Hering at bench.com (Greg.Hering at bench.com) Date: Fri, 9 May 2003 12:43:06 -0500 Subject: [rt-users] At apache start - Can't locate object method "boot" via package "mod_perl"... Message-ID: <1E11D88103D7BF44AF240F64215087B3023544E7@al-ex01.al.bench.com> Somebody yesterday said mod_perl wasn't loaded. I got the same error with the default Apache 2 web server in RedHat9. Some of the CPAN scripts made tests for Apache 1.3 also, so it was just not worth it to me. Do you really need Apache 2.0? If you want it done right you have to compile it yourself! I believe the path of least resistance is Apache 1.3.27 http://www.apache.org/dist/httpd mod_perl 1.27 http://perl.apache.org/dist according to instructions here: http://perl.apache.org/docs/1.0/guide/getwet.html This works! Greg Gregory L. Hering (256) 722-6420 4807 Bradford Dr Benchmark Electronics, Inc. Hunvtsville, Al 35805 -----Original Message----- From: Josiah Ritchie [mailto:jritchie at bible.edu] Sent: Friday, May 09, 2003 12:35 PM To: Request Tracker List Subject: [rt-users] At apache start - Can't locate object method "boot" via package "mod_perl"... Here's one for you folks. I'm trying to get rt running on Gentoo. I might be needing a module. I'm using apache 2 with perl 1.99 and mysql. This error message is delivered when trying to start apache. * Starting apache2... [Fri May 09 12:17:22 2003] [error] Can't locate object method "boot" via package "mod_perl" at /usr/lib/perl5/site_perl/5.8.0/i686-linux/Apache/Constants.pm line 8. Compilation failed in require at /usr/lib/perl5/site_perl/5.8.0/i686-linux/Apache.pm line 6. BEGIN failed--compilation aborted at/usr/lib/perl5/site_perl/5.8.0/i686-linux/Apache.pm line 6. Compilation failed in require at /usr/lib/perl5/5.8.0/CGI.pm line 161. Compilation failed in require at /opt/rt3/bin/webmux.pl line 41. BEGIN failed--compilation aborted at/opt/rt3/bin/webmux.pl line 41. Compilation failed in require at (eval 4) line 1. [Fri May 09 12:17:22 2003] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server rt.localhost:0, exiting... **This is from apache2/error_log so you know a bit more about what's going on: [notice] Apache/2.0.45 (Gentoo/Linux)mod_perl/1.99_08 Perl/v5.8.0 configured -- resuming normal opertions I confirmed that all the files mentioned are where they claim to be. I start apache2 with the "-D PERL" option. I'm not sure what else to tell you folks, I've been working on this furiously for a few days now, but don't know much about perl. Thanks, JSR/ _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 fox-rt_users at vulpes.net Fri May 9 13:50:29 2003 From: fox-rt_users at vulpes.net (Jeremy Doran) Date: 09 May 2003 10:50:29 -0700 Subject: [rt-users] Allowing a 'group' of customers to see certain tickets in a queue In-Reply-To: <20030428163816.39770.qmail@web41505.mail.yahoo.com> References: <20030428163816.39770.qmail@web41505.mail.yahoo.com> Message-ID: <1052502628.20689.32.camel@pictus.engr.nominum.com> On Mon, 2003-04-28 at 09:38, Jim Goss wrote: > I would really like to see this as well. There is no > clean way to do it - though someone once sent me a > patch they had whipped up to achieve similar > functionality. Some other things to do: > > * Create a separate queue for each user then give > them rights to see all tickets in that queue > - I don't like this but may consider it when I > apply a previous change someone else provided a while > ago to remove the Configuration tab from the menu of > privileged users. > - I don't want customers to even be able to see > the config or other customer names, etc. Since this is for our main support queue, splitting out that queue into lots of little queues would be a major PITA. > * Write a custom scrip to keep track of which users > are part of which groups, then when a request comes > from a user in a given group, assign other members of > that group to the ticket as requestors as well. > - I haven't done this since I don't know how > custom scrips are written in 3.0 and am not a major > perl guy to figure out how to do it on my own. I guess that is the current fall-back option, but I really dislike this for the reason that User_B from company1.com might be User_A's manager, and only wish to look at the queue to get a status of tickets, and _not_ want to get bombarded with the entire conversation about that ticket. When I looked at RT3 a little more closely this past week, I did notice the concept of "Personal Groups" and users being able to delegate rights to members of that group. Unfortunately, either I'm missing something or I cannot get this to do what I described before. It would be exceedingly cool if I could put User_B into a personal group for User_A, and have User_B automagically able to see User_A's tickets. But, if I grant User_A ShowTickets, then they are able to see all the tickets - even the ones that are not their own, which is certainly not what we want. So, am I missing something here with Personal Groups, and if so, can I use them to do what I described? Thanks, > --- Jeremy Doran wrote: > > > > In our support setup, a 'customer' is defined as a > > company, which can > > have multiple points of contact (ie, multiple users > > each with their own > > email addresses) > > > > We already have RT3 working so that the requestor of > > the ticket can only > > see the tickets they requested. What we now need to > > have is the ability > > for a user who is from the same company ('customer' > > for us) to be able > > to see the tickets that another user from the same > > 'customer' sent in. > > > > To break it down to a simple example. > > > > User_A is user_a at company1.com > > User_B is user_b at company1.com > > User_C is c_user at another_company.com > > > > User_A sends in a ticket - #1 > > User_C sends in a ticket - #2 > > User_B sends in a ticket - #3 > > > > Both User_A and User_B should be able to see ticket > > #1 and ticket #3 but > > _not_ ticket #2. > > > > User_C should be able to see ticket #2, but not > > tickets #1 and #3. > > > > Is this possible to do with RT3, and if so, how does > > one do it? -- Jeremy Doran From darren at boston.com Fri May 9 13:50:00 2003 From: darren at boston.com (darren chamberlain) Date: Fri, 9 May 2003 13:50:00 -0400 Subject: [rt-users] At apache start - Can't locate object method "boot" via package "mod_perl"... In-Reply-To: <20030509133506.7482c05d.jritchie@bible.edu> References: <20030509133506.7482c05d.jritchie@bible.edu> Message-ID: <20030509-5b961d1cd3fcf36905ccc88395b33097@tumbleweed.boston.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 * Josiah Ritchie [2003-05-09 13:37]: > * Starting apache2... > [Fri May 09 12:17:22 2003] [error] Can't locate object method "boot" via package > "mod_perl" at /usr/lib/perl5/site_perl/5.8.0/i686-linux/Apache/Constants.pm ... Apache::Constants is, I believe, mod_perl 1 only. (darren) - -- In order to make an apple pie from scratch, you must first create the universe. -- Carl Sagan -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) iD8DBQE+u+pIzsinjrVhZaoRAkOOAJ9xjdYcya45JAlu2tBMPTH6zz5smgCfUQoj IfhHCyIL0JG3lC0fMB+oujQ= =QN8a -----END PGP SIGNATURE----- From ges at lumeta.com Fri May 9 13:54:13 2003 From: ges at lumeta.com (Glenn Sieb) Date: Fri, 09 May 2003 13:54:13 -0400 Subject: [rt-users] RT2 vs. RT3... just wondering... Message-ID: <2514045406.1052488453@gsieb2.dhcp.corp.lumeta.com> After a loooong time, we've finally managed to get off our RT1 install onto RT2... I was wondering, however... What are the benefits of upgrading to RT3? What would it give me that RT2 doesn't? (Just thought I'd stir up some conversation ;) ) Thanks, Glenn :) --- Glenn E. Sieb System Administrator Lumeta Corporation +1 732 357-3514 (V) +1 732 564-0731 (Fax) From jritchie at bible.edu Fri May 9 14:34:24 2003 From: jritchie at bible.edu (Josiah Ritchie) Date: Fri, 9 May 2003 14:34:24 -0400 Subject: [rt-users] At apache start - Can't locate object method "boot" via package "mod_perl"... In-Reply-To: <20030509-5b961d1cd3fcf36905ccc88395b33097@tumbleweed.boston.com> References: <20030509133506.7482c05d.jritchie@bible.edu> <20030509-5b961d1cd3fcf36905ccc88395b33097@tumbleweed.boston.com> Message-ID: <20030509143424.48b64058.jritchie@bible.edu> darren chamberlain scripted :: >* Josiah Ritchie [2003-05-09 13:37]: >> * Starting apache2... >> [Fri May 09 12:17:22 2003] [error] Can't locate object method "boot" via >package> "mod_perl" at >/usr/lib/perl5/site_perl/5.8.0/i686-linux/Apache/Constants.pm ... > >Apache::Constants is, I believe, mod_perl 1 only. I'm running mod_perl 1.99. From jritchie at bible.edu Fri May 9 14:36:51 2003 From: jritchie at bible.edu (Josiah Ritchie) Date: Fri, 9 May 2003 14:36:51 -0400 Subject: [rt-users] At apache start - Can't locate object method "boot" via package "mod_perl"... In-Reply-To: <1E11D88103D7BF44AF240F64215087B3023544E7@al-ex01.al.bench.com> References: <1E11D88103D7BF44AF240F64215087B3023544E7@al-ex01.al.bench.com> Message-ID: <20030509143651.153c66a1.jritchie@bible.edu> Hmmm... I'd rather get what I have now working. I've put to much time into it. The readme indicates that it should work. I have another Gentoo machine I'm trying to get that combination on, but I'm having a dickens of a time figuring out how to get all the modules. It isn't working even as smoothly. I might go back yet though. JSR/ Greg.Hering at bench.com scripted :: >Somebody yesterday said mod_perl wasn't loaded. >I got the same error with the default Apache 2 web server in RedHat9. >Some of the CPAN scripts made tests for Apache 1.3 also, so it was just not >worth it to me. Do you really need Apache 2.0? > >If you want it done right you have to compile it yourself! > >I believe the path of least resistance is > >Apache 1.3.27 http://www.apache.org/dist/httpd >mod_perl 1.27 http://perl.apache.org/dist > >according to instructions here: >http://perl.apache.org/docs/1.0/guide/getwet.html > >This works! From jesse at bestpractical.com Fri May 9 15:02:14 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 9 May 2003 15:02:14 -0400 Subject: [rt-users] mailgate and EX_TEMPFAIL In-Reply-To: References: Message-ID: <20030509190214.GT28117@fsck.com> On Fri, May 09, 2003 at 09:37:51AM -0500, Christian Gilmore wrote: > On the second suggestion, allowing the gateway to pass unauthenticated, > how does that fit with the documentation in the rt-mailgate POD? I am > confused where/why/how the mailgate should authenticate to the web > interface? It is a new concept for RT3, and I'm just not quite getting it > yet. It doesn't and shouldn't. there's code in the mail gateway client to support it. but it's not needed. What is needed is to have whatever http auth system you use pass through requests for the NoAuth path the mailgate client calls. Just tell apache not to require auth for that path. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Fri May 9 15:08:13 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 9 May 2003 15:08:13 -0400 Subject: [rt-users] RT3 Speed Info In-Reply-To: References: Message-ID: <20030509190813.GU28117@fsck.com> On Fri, May 09, 2003 at 11:05:22AM -0500, Christian Gilmore wrote: > > RT's data model changed somewhat between RT2 and RT3. The 'watchers' > > system in RT2 was replaced with a more flexible groups system in rt3. > > Most of those groups and group members are actually queue and ticket > > roles. It might be possible to re-cast the code to lazy-create them, but > > unless someone can show me proof that this is what's killing some folks > > performance, I'm not motivated to make the change. > > Would manually dropping watchers/groups/etc either in an RT2 replica or > directly in the dump files and rebuilding them directly in RT3 avoid this > problem? I don't think so. That wouldn't change anything at all. That should essentially be what the import tool does. > > Thanks, > Christian > > ---------------------- > Christian Gilmore > Technology Leader > GeT Support Application Development > IBM Software Group -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Fri May 9 15:16:16 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 9 May 2003 15:16:16 -0400 Subject: [rt-users] rt 3 and @RT::MailPlugins In-Reply-To: <171833793.1052502411@andromede.reaumur.absolight.net> References: <171833793.1052502411@andromede.reaumur.absolight.net> Message-ID: <20030509191616.GW28117@fsck.com> there's no reason you need to drop configuration variables anywhere other than the config file. If you've got a patch to the pod, I'd love it if you can bounce it to rt-3.0-bugs at fsck.com Thanks, Jesse On Fri, May 09, 2003 at 05:46:51PM +0200, Mathieu Arnold wrote: > Hi, > > I've had a small hack in my v2 rt-mailgate, and after upgrading to v3, I > can't really do it again, and I've seen this RT::MailPlugins. > I've read many pods and I'm still not sure of were I have to set this. > Is it in RT::Interface::Email (ugly) or in my RT_LocalConfig.pm ? > > I can guess that a small explanation in rt-mailgate's pod would be great :) > > -- > Mathieu Arnold > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Fri May 9 15:21:18 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 9 May 2003 15:21:18 -0400 Subject: [rt-users] Re: [rt-devel] DBIx-SearchBuilder 0.81 released In-Reply-To: <20030509123447.GC17304@gocept.com> References: <20030503124120.GN61306@nexus.ninth-circle.org> <5FB5C918-7D65-11D7-819B-0003931A964A@kineticode.com> <20030504054900.GL28117@fsck.com> <20030504103655.GA13885@gocept.com> <20030504124850.GQ28117@fsck.com> <20030509123447.GC17304@gocept.com> Message-ID: <20030509192118.GX28117@fsck.com> > -- issued on viewing a ticket, unformatted > > -- basicly the same just readable > -- 20 secs still > > > -- explain analyze showed the problem: one small change in joining et voila. > -- duration: 0.526543 sec > > I suspect this is aplicaple in several situations where the ticket is > joined. Now _that_ is perhaps the most interesting searchbuilder-related thing I've heard all day. Thank you. I suspect I'll have time to kill on the plane to the UK on monday. I'll try to get out a test release of searchbuilder then to see what it can do. j From mnagel at willingminds.com Fri May 9 16:40:08 2003 From: mnagel at willingminds.com (Mark D. Nagel) Date: Fri, 09 May 2003 13:40:08 -0700 Subject: [rt-users] autotake won't stick Message-ID: <3EBC1228.9010808@willingminds.com> I'm running 3.0.2pre6 with the user defined scrip for autotake (prepare - ok if owner is nobody, action - set owner to transaction user). What I am seeing happen is that the owner is set correctly, then the owner is set as previously shown in the ticket, that is, back to nobody. Since the whole idea of autotake is to not have to worry about changing the owner in the ticket reply, I wonder what else I can do to prevent the second owner change from happening. This does not happen in RT 2.0.15 AFAIK. Should the main owner setting code check to see if the owner has been changed by a scrip or is the scrip not running at the right time (it would work if it happened after normal processing)? It looks like all scrips are applied at the time a transaction is created, so I'm not sure how to resolve this -- any ideas? Thanks, Mark -- Mark D. Nagel, CCIE #3177 Principal Consultant, Willing Minds LLC tel/fax: 949-623-9853, web: http://www.willingminds.com/ From niels at myhome.org Fri May 9 13:31:47 2003 From: niels at myhome.org (Niels Jonker) Date: Fri, 9 May 2003 13:31:47 -0400 (EDT) Subject: [rt-users] Searching by Parent Ticket. Message-ID: Hi, Is there a simple way to allow users to search by the parent ticket ID in RT? Niels. From CTavernier at ksplastic.com Fri May 9 17:44:07 2003 From: CTavernier at ksplastic.com (Tavernier, Clayton) Date: Fri, 9 May 2003 14:44:07 -0700 Subject: [rt-users] make initialize-database error Message-ID: <878C4F4A3000004DA97043EBF896B0F37373C5@server7.ksplastic.com> I'm trying to install RT3 on an RH8 box using mysql and fastcgi. I've gotten through most of the process but I get the below error message when I try 'make initialize-database'. I've reset the password in RT_SiteConfig.pm and I've tried to set the password for rt-user in mysql via Webmin. What am I missing or doing wrong? Clayton [root at ksirh217 rt-3-0-1]# make initialize-database /usr/bin/perl //opt/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, Use of uninitialized value in concatenation (.) or string at //opt/rt3/sbin/rt-setup-database line 197. this script needs to connect to your mysql instance on 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 [Fri May 9 00:04:03 2003] [crit]: Connect Failed Access denied for user: 'rt_user at localhost' (Using password: YES) at //opt/rt3/sbin/rt-setup-database line 284 (/opt/rt3/lib/RT.pm:228) make: *** [initialize-database] Error 255 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rconley at equala.com Fri May 9 17:51:12 2003 From: rconley at equala.com (Ryan Conley) Date: Fri, 9 May 2003 17:51:12 -0400 Subject: [rt-users] rt-mailgate - 404 Not Found ? Message-ID: <001001c31675$1e6eabe0$7e00a8c0@office.anythingemail.com> Hi all... I was able to get RT up and running on our system, but rt-mailgate seems to be having a problem creating tickets, and I haven't been able to make heads or tails of this error: ________________________________________ An Error Occurred ================= 404 Not Found ________________________________________ The aliases file contains the following: lan: "|/opt/rt3/bin/rt-mailgate --queue LAN --action correspond --url http://helpdesk.equala.com" lan-comment: "|/opt/rt3/bin/rt-mailgate --queue LAN --action comment --url http://helpdesk.equala.com" Can anyone offer any advice? Thanks, and have a great weekend... --Ryan Conley rconley at equala.com Anything Email System Development and Administration A Division of the Equala Communications Group 4801 N. Dixie Hwy. Ft. Lauderdale, FL 33334 (954) 489-0114 x121 (866) 4-EQUALA x121 (954) 489-1435 Fax http://www.equala.com From niels=rt at bakker.net Fri May 9 20:15:13 2003 From: niels=rt at bakker.net (Niels Bakker) Date: Sat, 10 May 2003 02:15:13 +0200 Subject: [rt-users] At apache start - Can't locate object method "boot" via package "mod_perl"... In-Reply-To: <20030509143424.48b64058.jritchie@bible.edu> References: <20030509133506.7482c05d.jritchie@bible.edu> <20030509-5b961d1cd3fcf36905ccc88395b33097@tumbleweed.boston.com> <20030509143424.48b64058.jritchie@bible.edu> Message-ID: <20030510001513.GF91695@snowcrash.tpb.net> >>* Josiah Ritchie [2003-05-09 13:37]: >>> * Starting apache2... >>> [Fri May 09 12:17:22 2003] [error] Can't locate object method "boot" via >>package> "mod_perl" at >>/usr/lib/perl5/site_perl/5.8.0/i686-linux/Apache/Constants.pm ... > darren chamberlain scripted :: >> Apache::Constants is, I believe, mod_perl 1 only. * jritchie at bible.edu (Josiah Ritchie) [Fri 09 May 2003, 20:35 CEST]: > I'm running mod_perl 1.99. mod_perl 1.99 should be considered "pre-2" as far as I've understood, and doesn't qualify as "mod_perl 1". -- Niels. -- From mat at mat.cc Sat May 10 04:17:30 2003 From: mat at mat.cc (Mathieu Arnold) Date: Sat, 10 May 2003 10:17:30 +0200 Subject: [rt-users] rt 3 and @RT::MailPlugins In-Reply-To: <20030509191616.GW28117@fsck.com> References: <171833793.1052502411@andromede.reaumur.absolight.net> <20030509191616.GW28117@fsck.com> Message-ID: <144337893.1052561850@cmantatzi.in.t-online.fr> +-le 09/05/03 15:16 -0400, Jesse Vincent ?crivait : | there's no reason you need to drop configuration variables anywhere | other than the config file. If you've got a patch to the pod, I'd love | it if you can bounce it to rt-3.0-bugs at fsck.com Right, right, but there is just one sample of array conf variable, and I was not sure what was the right way to do it. I'll try cook up a small patch on the week end for the pod with an anonymous sub as exemple. On another hand, I was using rt 3.0.1, and due to some really annoying bugs :p, I now have a 3.0.2pre6. I had a file in local/po/fr.po which contained a few changes to the localization. I does not seem to work any more with 3.0.2pre6. Regards, -- Mathieu Arnold From mat at mat.cc Sat May 10 05:18:59 2003 From: mat at mat.cc (Mathieu Arnold) Date: Sat, 10 May 2003 11:18:59 +0200 Subject: [rt-users] rt 3 and @RT::MailPlugins In-Reply-To: <20030509191616.GW28117@fsck.com> References: <171833793.1052502411@andromede.reaumur.absolight.net> <20030509191616.GW28117@fsck.com> Message-ID: <148027988.1052565539@cmantatzi.in.t-online.fr> +-le 09/05/03 15:16 -0400, Jesse Vincent ?crivait : | there's no reason you need to drop configuration variables anywhere | other than the config file. If you've got a patch to the pod, I'd love | it if you can bounce it to rt-3.0-bugs at fsck.com I've put this in my RT_SiteConfig.pm : @RT::MailPlugins = ( sub { my %args = ( Message => undef, CurrentUser => undef, AuthLevel => undef, Ticket => undef, Queue => undef, Action => undef, @_ ); my $s = $args{'Message'}->head->get('X-Spam-Level'); if (defined($s) && $s =~ /\*{8}/o) { return (-1, undef); } return (0, undef); }, "Auth::MailFrom"); I already have spamassassin set up to tag all mails, and so, I check the X-Spam-Level header. The thing is that it does not seems to work, it seems to create an empty ticket owned by RT... Any idea ? -- Mathieu Arnold From gerald.fehringer at openadvice.de Sat May 10 09:38:25 2003 From: gerald.fehringer at openadvice.de (Gerald Fehringer) Date: Sat, 10 May 2003 15:38:25 +0200 (CEST) Subject: [rt-users] template issue Message-ID: <1981.194.162.110.50.1052573905.squirrel@oa.dyndns.org> hi fellows, i've a weird problem. I'm using rt3-pre6/mysql4-max/apache1.3.27/modperl1/postfix my autoreply template is producing the right output, also with the ticket content (via the $Transaction->Content()} value) the same value i'm using for my template when someone closes a ticket, but it always complains their is no content ??? i've no error messages in my logfiles. thanks geri From jo2y at midnightlinux.com Sat May 10 10:14:06 2003 From: jo2y at midnightlinux.com (James O'Kane) Date: Sat, 10 May 2003 10:14:06 -0400 (EDT) Subject: [rt-users] template issue In-Reply-To: <1981.194.162.110.50.1052573905.squirrel@oa.dyndns.org> Message-ID: On Sat, 10 May 2003, Gerald Fehringer wrote: > my autoreply template is producing the right output, also > with the ticket content (via the $Transaction->Content()} value) I've found that some $Transactions have no Content(). All of the relevent is encoded in the type. Things like change of ownership or change in status. I'm not sure if that helps you or not? -james From dinn at blend.twistedpair.ca Sat May 10 10:26:02 2003 From: dinn at blend.twistedpair.ca (Michael 'Moose' Dinn) Date: Sat, 10 May 2003 11:26:02 -0300 Subject: [rt-users] Certain Tickets entered via email coming up blank? Message-ID: <20030510142602.GA14106@blend.twistedpair.ca> I'm running rt-3.0.1, just having upgraded from 2.x. And I think this is the very first major problem I've run into. (yes, I love RT :-) Certain emails into RT generate blank tickets - no subject, no requestor, etc. I'm seeing this problem under Slackware Linux, Perl 5.8, mod_perl 1.27, Apache 1.x and under the same software environment on Solaris 2.7. /home/rt3/bin/rt-mailgate --queue general --debug --action correspond --url http://localhost:81/ chunk 1. ok Ticket: 16525 Queue: general Owner: Nobody Status: new Subject: Requestor: Is anyone else seeing this problem? Using strace under Linux, it looks like the problem is with how RT parses the message on the back end, and not with rt-mailgate: 13334 read(4, "HTTP/1.1 200 OK\r\nDate: Sat, 10 May 2003 13:00:10 GMT\r\nServer: Apache/1.3.27 (Unix) mod_perl/1.27\r\n Set-Cookie: RT_SID=82e6b03cccb33c72889d6c08e9a61721; path=/\r\nConnection: close\r\nTransfer-Encoding: chunked\r\nContent-Type: text/html; charset=utf-8\r\n\r\n50 \r\nok\nTicket: 16523\nQueue: general\nOwner: Nobody\nStatus: new\nSubject: \nRequestor: \n\r\n", 1024) = 335 Any suggestions? I can provide a message that causes the problem if that helps. -- Michael 'Moose' Dinn, Twisted Pair Network Consulting Incorporated dinn at twistedpair.ca // 902 423 4700 (voice) // 902 423 8407 (fax) Colocate your server in our underground bunker! From gerald.fehringer at openadvice.de Sat May 10 10:27:04 2003 From: gerald.fehringer at openadvice.de (Gerald Fehringer) Date: Sat, 10 May 2003 16:27:04 +0200 (CEST) Subject: [rt-users] template issue In-Reply-To: References: <1981.194.162.110.50.1052573905.squirrel@oa.dyndns.org> Message-ID: <2037.194.162.110.50.1052576824.squirrel@oa.dyndns.org> well, but it was working in a previous version :-( (same setup, only different rt version) if someone closes the ticket and add some infos, that must be sent via the Content value. thanks geri > On Sat, 10 May 2003, Gerald Fehringer wrote: >> my autoreply template is producing the right output, also >> with the ticket content (via the $Transaction->Content()} value) > > I've found that some $Transactions have no Content(). All of the > relevent is encoded in the type. Things like change of ownership or > change in status. I'm not sure if that helps you or not? > > -james From todd at geistinteractive.com Sat May 10 14:13:02 2003 From: todd at geistinteractive.com (Todd Geist) Date: Sat, 10 May 2003 12:13:02 -0600 Subject: [rt-users] Mysql client error Message-ID: Hello, I am working my way through the RT installation process and I have run into a problem. I hope somebody out there can help. I am installing rt 3 on a FreeBSD 4.7 server. MySQL 4.1 Apache, modperl1 I am on the second part of step 5.1 in the draft manual. Everything up to that point seems to have gone well. The first part "make install" seems to have worked. I get the following response: "Congratulations. RT has been installed. " Next, I am supposed to "make initialize-database". When I do I get the following: gi0gei /usr/src/rt-3-0-1# make initialize-database /usr/bin/perl //opt/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 localhost 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 Connect Failed Client does not support authentication protocol requested by server. Consider upgrading MySQL client at //opt/rt3/sbin/rt-setup-database line 284 *** Error code 255 note: I just hit return when prompted for the password. I reinstalled the mySQL 4.1 client from the FreeBSD Ports collection. Just to make sure I had the latest version. Can anybody help? Thanks so much -- Todd Geist _______________________________________________ g e i s t i n t e r a c t i v e web hosting - web design - application design From jesse at bestpractical.com Sat May 10 18:14:05 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 10 May 2003 18:14:05 -0400 Subject: [rt-users] Mysql client error In-Reply-To: References: Message-ID: <20030510221405.GC28117@fsck.com> On Sat, May 10, 2003 at 12:13:02PM -0600, Todd Geist wrote: > > I am installing rt 3 on a FreeBSD 4.7 server. > MySQL 4.1 mysql 4.1 is early development code. you want 4.0.x unless you're a mysql developer or serious power user. From jesse at bestpractical.com Sat May 10 18:15:53 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 10 May 2003 18:15:53 -0400 Subject: [rt-users] Certain Tickets entered via email coming up blank? In-Reply-To: <20030510142602.GA14106@blend.twistedpair.ca> References: <20030510142602.GA14106@blend.twistedpair.ca> Message-ID: <20030510221553.GD28117@fsck.com> On Sat, May 10, 2003 at 11:26:02AM -0300, Michael 'Moose' Dinn wrote: > > > I'm running rt-3.0.1, just having upgraded from 2.x. And I think this is the > very first major problem I've run into. (yes, I love RT :-) > > Certain emails into RT generate blank tickets - no subject, no requestor, > etc. > > Any suggestions? I can provide a message that causes the problem if that > helps. By all means. Test cases are the only thing that make it possible to debug this class of bugs. please attach one of those messages to a bug report to rt-3.0-bugs at fsck.com. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Sat May 10 18:16:43 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 10 May 2003 18:16:43 -0400 Subject: [rt-users] template issue In-Reply-To: <2037.194.162.110.50.1052576824.squirrel@oa.dyndns.org> References: <1981.194.162.110.50.1052573905.squirrel@oa.dyndns.org> <2037.194.162.110.50.1052576824.squirrel@oa.dyndns.org> Message-ID: <20030510221643.GE28117@fsck.com> On Sat, May 10, 2003 at 04:27:04PM +0200, Gerald Fehringer wrote: > well, but it was working in a previous version :-( > (same setup, only different rt version) > > if someone closes the ticket and add some infos, that > must be sent via the Content value. Er, no. That would be the content for the reply or comment, not the resolution transaction itself. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From todd at geistinteractive.com Sat May 10 19:10:33 2003 From: todd at geistinteractive.com (Todd Geist) Date: Sat, 10 May 2003 17:10:33 -0600 Subject: [rt-users] Mysql client error In-Reply-To: <20030510221405.GC28117@fsck.com> Message-ID: On 5/10/03 4:14 PM, "Jesse Vincent" wrote: > mysql 4.1 is early development code. you want 4.0.x unless > you're a mysql developer or serious power user. Alright, thanks Todd -- Todd Geist _______________________________________________ g e i s t i n t e r a c t i v e web hosting - web design - application design From jaq at spacepants.org Sat May 10 20:58:19 2003 From: jaq at spacepants.org (Jamie Wilkinson) Date: Sun, 11 May 2003 10:58:19 +1000 Subject: [rt-users] rt-mailgate breaks when charset isn't UTF-8 In-Reply-To: <20030509103853.GB28117@fsck.com> References: <20030509041416.GC30751@spacepants.org> <20030509042550.GG1596@luggage.internal.moreton.com.au> <20030509044548.GE30751@spacepants.org> <20030509050948.GF30751@spacepants.org> <20030509103853.GB28117@fsck.com> Message-ID: <20030511005819.GB2841@spacepants.org> This one time, at band camp, Jesse Vincent wrote: > > > >> >Ok, thanks. Can you point to the change number that fixes this? I'd prefer >> >to apply just the one patch than upgrade the lot just at this point in time. >> >> Found it, change 80. Thanks ;-) > >As a heads up: > >There were a number of different changes that fixed different parts of >this issue. Applying patches piecemeal may get you into trouble. Yeah, I think I've found most of them. Could I ask that you restrict your changes to just one feature or bugfix at a time, in future? -- jaq at spacepants.org http://spacepants.org/jaq.gpg From todd at geistinteractive.com Sun May 11 01:47:53 2003 From: todd at geistinteractive.com (Todd Geist) Date: Sat, 10 May 2003 23:47:53 -0600 Subject: [rt-users] Problem with vhost directives Message-ID: Hello, I de-installed mysql 4.1 and installed 4.0.x and completed the install of RT. But now there is something else wrong. I enter this for my rt vhost in the apache config file. SSLDisable ServerName rt.mydomain.com ServerAdmin webmaster at rt. mydomain.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason User vhost Group vhost14 When I try to restart apache this lines cause errors. PerlModule Apache::DBI The error looks like this... Failed to start apache : /usr/local/apache/bin/httpsd -d /usr/local/apache -f /usr/local/apache/conf/httpd.conf : Syntax error on line 1196 of /usr/local/apache/conf/httpd.conf: Can't locate Apache/DBI.pm in @INC (@INC contains: /usr/local/lib/perl5/5.6.1/i386-freebsd /usr/local/lib/perl5/5.6.1 /usr/local/lib/perl5/site_perl/5.6.1/i386-freebsd /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl /usr/local/lib/perl5/5.00503 /usr/local/lib/site_perl . /usr/local/apache/ /usr/local/apache/lib/perl) at (eval 4) line 3. When I run the dependency test everything checks out. Or at least all tests end with "...found" What did I miss? Any help would be great Thanks Todd -- Todd Geist _______________________________________________ g e i s t i n t e r a c t i v e web hosting - web design - application design From pape-rt at inf.fu-berlin.de Sun May 11 05:19:41 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Sun, 11 May 2003 11:19:41 +0200 Subject: [rt-users] RT 302pre6: again character enconding errors Message-ID: <1674722026.1052651981@dialin-145-254-054-244.arcor-ip.net> Hello, we see again errors with 8-bit character encoding conversions. But the pattern is defiierent than before. RT behaves well for some time, converting between character set and displaying correctly in the web and in different MUAs. Suddenly - after some time apache is running - RT fails with this, and all/many (we do not really know) mails have mangled international characters and even the web display of the tickets are wrong. We do not know, what triggers that behaviour, but we will investigate further here and report if we know more. This mail is to report the issue early. Regards, Dirk. -- Dr. Dirk Pape (Leiter des Rechnerbetriebs) FB Mathematik und Informatik der FU-Berlin Takustr. 9, 14195 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 75190 From jesse at bestpractical.com Sun May 11 05:27:37 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 11 May 2003 05:27:37 -0400 Subject: [rt-users] rt-mailgate breaks when charset isn't UTF-8 In-Reply-To: <20030511005819.GB2841@spacepants.org> References: <20030509041416.GC30751@spacepants.org> <20030509042550.GG1596@luggage.internal.moreton.com.au> <20030509044548.GE30751@spacepants.org> <20030509050948.GF30751@spacepants.org> <20030509103853.GB28117@fsck.com> <20030511005819.GB2841@spacepants.org> Message-ID: <20030511092737.GG28117@fsck.com> > Yeah, I think I've found most of them. > > Could I ask that you restrict your changes to just one feature or bugfix at > a time, in future? Unfortunately, that's not always an option, especially when we're merging changes/fixes from a non-local branch. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pape-rt at inf.fu-berlin.de Sun May 11 05:45:10 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Sun, 11 May 2003 11:45:10 +0200 Subject: [rt-users] unexpected usage: change sort order with column headers in search window In-Reply-To: <2147483647.1052498071@[10.0.255.35]> References: <2147483647.1052498071@[10.0.255.35]> Message-ID: <2147483647.1052653509@dialin-145-254-054-244.arcor-ip.net> Hello --Am Freitag, 9. Mai 2003 16:34 Uhr +0200 schrieb Dirk Pape : > more useful would be: click to a column only changes sort category, click > to a separate link changes sort order (asc, desc). I attach a patch for Search/Elements/TicketHeaderCell, which does better: clicking on the current header changes sort order, clicking on a different header only changes the sort criteria without changing sort order. Dirk. -------------- next part -------------- A non-text attachment was scrubbed... Name: TicketHeaderCell.diff Type: application/octet-stream Size: 360 bytes Desc: not available URL: From jesse at bestpractical.com Sun May 11 05:45:57 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 11 May 2003 05:45:57 -0400 Subject: [rt-users] RT 302pre6: again character enconding errors In-Reply-To: <1674722026.1052651981@dialin-145-254-054-244.arcor-ip.net> References: <1674722026.1052651981@dialin-145-254-054-244.arcor-ip.net> Message-ID: <20030511094557.GH28117@fsck.com> On Sun, May 11, 2003 at 11:19:41AM +0200, Dirk Pape wrote: > Hello, > > we see again errors with 8-bit character encoding conversions. But the > pattern is defiierent than before. RT behaves well for some time, > converting between character set and displaying correctly in the web and in > different MUAs. > > Suddenly - after some time apache is running - RT fails with this, and > all/many (we do not really know) mails have mangled international > characters and even the web display of the tickets are wrong. Interesting. What perl version? mod_perl, not fastcgi, I presume? It may be worth double-filtering your RT mail, so you can see if it's something in a particular message that's doing it. Thanks for the heads-up. 3.0.2pre6 seems better enough than 3.0.1 that I'm not going to hold 3.0.2 until we find out what's wrong, but I definitely get to the bottom of this Jesse > > We do not know, what triggers that behaviour, but we will investigate > further here and report if we know more. > > This mail is to report the issue early. > > Regards, > Dirk. > > -- > Dr. Dirk Pape (Leiter des Rechnerbetriebs) > FB Mathematik und Informatik der FU-Berlin > Takustr. 9, 14195 Berlin > Tel. +49 (30) 838 75143, Fax. +49 (30) 838 75190 > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pape-rt at inf.fu-berlin.de Sun May 11 06:15:29 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Sun, 11 May 2003 12:15:29 +0200 Subject: [rt-users] Re: RT 302pre6: again character enconding errors In-Reply-To: <1674722026.1052651981@dialin-145-254-054-244.arcor-ip.net> References: <1674722026.1052651981@dialin-145-254-054-244.arcor-ip.net> Message-ID: <2147483647.1052655329@dialin-145-254-051-159.arcor-ip.net> Hello, --Am Sonntag, 11. Mai 2003 11:19 Uhr +0200 schrieb Dirk Pape : > Suddenly - after some time apache is running - RT fails with this, and > all/many (we do not really know) mails have mangled international > characters and even the web display of the tickets are wrong. I forgot to mention that restarting apache cures the problem reproduceably. Dirk. From pape-rt at inf.fu-berlin.de Sun May 11 06:44:11 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Sun, 11 May 2003 12:44:11 +0200 Subject: [rt-users] Re: RT 302pre6: again character enconding errors Message-ID: <2147483647.1052657051@dialin-145-254-056-253.arcor-ip.net> Hello, --Am Sonntag, 11. Mai 2003 12:15 Uhr +0200 schrieb Dirk Pape : > I forgot to mention that restarting apache cures the problem > reproduceably. to be sure not to be misunderstood, I have to follow-up again: the problem is not really cured. After apache restart, RT+Apache behave well for some time and then they get ill again in handling international characters. Dirk. From gerald.fehringer at openadvice.de Sun May 11 08:06:13 2003 From: gerald.fehringer at openadvice.de (Gerald Fehringer) Date: Sun, 11 May 2003 14:06:13 +0200 (CEST) Subject: [rt-users] template issue In-Reply-To: <20030510221643.GE28117@fsck.com> References: <1981.194.162.110.50.1052573905.squirrel@oa.dyndns.org> <2037.194.162.110.50.1052576824.squirrel@oa.dyndns.org> <20030510221643.GE28117@fsck.com> Message-ID: <1083.194.162.110.50.1052654773.squirrel@oa.dyndns.org> okay, so what do i need to set to get the content, when someone closes a ticket ? thanks > On Sat, May 10, 2003 at 04:27:04PM +0200, Gerald Fehringer wrote: >> well, but it was working in a previous version :-( >> (same setup, only different rt version) >> >> if someone closes the ticket and add some infos, that >> must be sent via the Content value. > > Er, no. That would be the content for the reply or comment, not the > resolution transaction itself. > > > > -- > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pape-rt at inf.fu-berlin.de Sun May 11 12:27:38 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Sun, 11 May 2003 18:27:38 +0200 Subject: [rt-users] RT 302pre6: again character enconding errors In-Reply-To: <20030511094557.GH28117@fsck.com> References: <1674722026.1052651981@dialin-145-254-054-244.arcor-ip.net> <20030511094557.GH28117@fsck.com> Message-ID: <1100864917.1052677658@dialin-145-254-058-066.arcor-ip.net> Hallo Jesse, --Am Sonntag, 11. Mai 2003 5:45 Uhr -0400 schrieb Jesse Vincent : > Interesting. What perl version? mod_perl, not fastcgi, I presume? > It may be worth double-filtering your RT mail, so you can see if it's > something in a particular message that's doing it. This is perl, v5.8.0 built for i686-linux Server version: Apache/1.3.26 Ben-SSL/1.48 (Unix) Debian GNU/Linux with mod_perl. What do you meen by double filtering? I will pipe all mail going to rt in another mailbox tomorrow. Dirk. From jesse at bestpractical.com Sun May 11 13:08:12 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 11 May 2003 13:08:12 -0400 Subject: [rt-users] RT 302pre6: again character enconding errors In-Reply-To: <1100864917.1052677658@dialin-145-254-058-066.arcor-ip.net> References: <1674722026.1052651981@dialin-145-254-054-244.arcor-ip.net> <20030511094557.GH28117@fsck.com> <1100864917.1052677658@dialin-145-254-058-066.arcor-ip.net> Message-ID: <20030511170812.GK28117@fsck.com> > What do you meen by double filtering? I will pipe all mail going to rt in > another mailbox tomorrow. That's exactly what I mean. What I'm curious about is whether it's key messages that screw things up or something else that's less deterministic. > > Dirk. > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From B.Schofield at griffith.edu.au Sun May 11 20:12:54 2003 From: B.Schofield at griffith.edu.au (Brook Schofield) Date: Mon, 12 May 2003 10:12:54 +1000 Subject: [rt-users] Non-user ticket creation and tracking In-Reply-To: <3EBB7B47.1090005@citec.fi> Message-ID: <5.1.0.14.0.20030512100438.01acdcd8@kraken.itc.gu.edu.au> At 12:56 PM 9/05/2003 +0300, Simo Melenius wrote: >1) >The RT application should accept requests from any employee or customer >without having to have a user account for him in the database. I believe >the email ticket creation does this, but is there a webpage interface, >where you could type your email address + your question, and click a >button to send it? Jesse has made the rt.cpan.org web customisation files available - checkout http://rt.cpan.org for the interface to see if that is what you need (for example http://rt.cpan.org/NoAuth/ReportBug.html?Queue=DBIx-SearchBuilder ) and then take a look at: http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/rt-cpan/local/WebRT/html/ for the files. >2) >The non-users should be able to track the status of their request on the >web. This works for users but in order to get to the ticket view, you'll >have to have a login name and a password. There is a scrip or customisation that will email the password to a user the first time they submit a ticket to RT (check the list or the RT contrib website for details). The user can then use the /SelfService/ interface to RT to track the progress of their jobs etc. -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 scott at xs4all.net Mon May 12 01:29:50 2003 From: scott at xs4all.net (Scott A. McIntyre) Date: Mon, 12 May 2003 07:29:50 +0200 Subject: [rt-users] (rt2) url splitting in ticket history/content Message-ID: <2147483647.1052724590@nnngh.xs4all.net> Hi, Where are the rules that rt2 uses to decide how to encode a URL when entered via email or the GUI such that it converts it into an actual hypertext reference? We've got a problem whereby when particularly long URL's are entered into a ticket, they're split incorrectly and therefore lose their "clickability" for most browsers. Obviously, some of this is up to specific mail clients which may perform line breaks on long lines in inappropriate places, but I suspect that there's still something in RT or one of the associated perl modules that may help reconstruct this into a more complete URI. Any suggestions appreciated! Scott From volzh at junese.de Mon May 12 05:11:48 2003 From: volzh at junese.de (Harald Volz) Date: Mon, 12 May 2003 11:11:48 +0200 Subject: [rt-users] any schedule for contrib for RT3.0? Message-ID: <0979185C00FAB1478174642F516824F11202B9@unity.just-intern.de> Hi list, we are running RT2.0.15 for some months it is a great tool. I just checked RT3.02beta and would like to upgrade as it has some features we will need (custom fields). But we are using several tools from the contrib (priority escalation with automatic mails, notification of old owner and the headup stats). Is there anybody working on porting this useful tools to RT3.0? Any time schedule? Thanks, harald From jaq at spacepants.org Mon May 12 06:26:02 2003 From: jaq at spacepants.org (Jamie Wilkinson) Date: Mon, 12 May 2003 20:26:02 +1000 Subject: [rt-users] any schedule for contrib for RT3.0? In-Reply-To: <0979185C00FAB1478174642F516824F11202B9@unity.just-intern.de> References: <0979185C00FAB1478174642F516824F11202B9@unity.just-intern.de> Message-ID: <20030512102601.GA32186@spacepants.org> This one time, at band camp, Harald Volz wrote: >Hi list, >we are running RT2.0.15 for some months it is a great tool. I just checked RT3.02beta and would like to upgrade as it has some features we will need (custom fields). But we are using several tools from the contrib (priority escalation with automatic mails, notification of old owner and the headup stats). Is there anybody working on porting this useful tools to RT3.0? Any time schedule? The priority escalator is already in rt3, as rt-crontool. -- jaq at spacepants.org http://spacepants.org/jaq.gpg From jritchie at bible.edu Mon May 12 08:36:28 2003 From: jritchie at bible.edu (Josiah Ritchie) Date: Mon, 12 May 2003 08:36:28 -0400 Subject: [rt-users] At apache start - Can't locate object method "boot" via package "mod_perl"... In-Reply-To: <20030510001513.GF91695@snowcrash.tpb.net> References: <20030509133506.7482c05d.jritchie@bible.edu> <20030509-5b961d1cd3fcf36905ccc88395b33097@tumbleweed.boston.com> <20030509143424.48b64058.jritchie@bible.edu> <20030510001513.GF91695@snowcrash.tpb.net> Message-ID: <20030512083628.7d3ac79a.jritchie@bible.edu> Niels Bakker scripted :: >>>* Josiah Ritchie [2003-05-09 13:37]: >>>> * Starting apache2... >>>> [Fri May 09 12:17:22 2003] [error] Can't locate object method "boot" via >>>package> "mod_perl" at >>>/usr/lib/perl5/site_perl/5.8.0/i686-linux/Apache/Constants.pm ... > >> darren chamberlain scripted :: >>> Apache::Constants is, I believe, mod_perl 1 only. > >* jritchie at bible.edu (Josiah Ritchie) [Fri 09 May 2003, 20:35 CEST]: >> I'm running mod_perl 1.99. > >mod_perl 1.99 should be considered "pre-2" as far as I've understood, >and doesn't qualify as "mod_perl 1". So if I run that I should configure with perl2 at install? JSR/ From bsegal at DECARIE.COM Mon May 12 08:41:41 2003 From: bsegal at DECARIE.COM (Bruce Segal) Date: Mon, 12 May 2003 08:41:41 -0400 Subject: [rt-users] At apache start - Can't locate object method "boot" via package "mod_perl"... Message-ID: Yes, although my experience w Freebsd 4.7/apache 2.045/modperl1.99 & rt3.01 sent back to apache 1.37 & mod perl 1. The last combo worked as per the RT documentation without all the various Location and Directory Mason hacks required with Apache 2 and the modperl 1.99 (almost 2) my 2c worth Bruce -----Original Message----- From: Josiah Ritchie [mailto:jritchie at bible.edu] Sent: Monday, May 12, 2003 8:36 AM To: Niels Bakker Cc: Request Tracker List Subject: Re: [rt-users] At apache start - Can't locate object method "boot" via package "mod_perl"... Niels Bakker scripted :: >>>* Josiah Ritchie [2003-05-09 13:37]: >>>> * Starting apache2... >>>> [Fri May 09 12:17:22 2003] [error] Can't locate object method "boot" via >>>package> "mod_perl" at >>>/usr/lib/perl5/site_perl/5.8.0/i686-linux/Apache/Constants.pm ... > >> darren chamberlain scripted :: >>> Apache::Constants is, I believe, mod_perl 1 only. > >* jritchie at bible.edu (Josiah Ritchie) [Fri 09 May 2003, 20:35 CEST]: >> I'm running mod_perl 1.99. > >mod_perl 1.99 should be considered "pre-2" as far as I've understood, >and doesn't qualify as "mod_perl 1". So if I run that I should configure with perl2 at install? JSR/ _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 Mon May 12 09:50:45 2003 From: volzh at junese.de (Harald Volz) Date: Mon, 12 May 2003 15:50:45 +0200 Subject: [rt-users] rt-crontool not working Message-ID: <0979185C00FAB1478174642F516824F10EB2A6@unity.just-intern.de> Hi, I am running RT3.02 beta 6 on Suse 8.0 Trying to use rt-crontool for priority escalation fails, with the following error msg: [crit]: Failed to load module RT::Condition::UntouchedInHours. (Can't locate Win32/Locale.pm in @INC (@INC contains: /opt/rt3/lib /opt/rt3/local/lib /usr/lib/perl5/5.8.0/i586-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl .) at (eval 1493) line 3. ) at ./rt-crontool line 137. Win32?? why this? any help appreciated, harald From jritchie at bible.edu Mon May 12 10:04:42 2003 From: jritchie at bible.edu (Josiah Ritchie) Date: Mon, 12 May 2003 10:04:42 -0400 Subject: [rt-users] At apache start - Can't locate object method "boot" via package "mod_perl"... In-Reply-To: References: Message-ID: <20030512100442.5df038a4.jritchie@bible.edu> I guess I'm convinced, now I need to go clean up for a new run on installation and configuration. Thanks, josiah Bruce Segal scripted :: >Yes, although my experience w Freebsd 4.7/apache 2.045/modperl1.99 & rt3.01 >sent back to apache 1.37 & mod perl 1. The last combo worked as per the RT >documentation without all the various Location and Directory Mason hacks >required with Apache 2 and the modperl 1.99 (almost 2) >Niels Bakker scripted :: > >>>>* Josiah Ritchie [2003-05-09 13:37]: >>>>> * Starting apache2... >>>>> [Fri May 09 12:17:22 2003] [error] Can't locate object method "boot" via >>>>package> "mod_perl" at >>>>/usr/lib/perl5/site_perl/5.8.0/i686-linux/Apache/Constants.pm ... >> >>> darren chamberlain scripted :: >>>> Apache::Constants is, I believe, mod_perl 1 only. >> >>* jritchie at bible.edu (Josiah Ritchie) [Fri 09 May 2003, 20:35 CEST]: >>> I'm running mod_perl 1.99. >> >>mod_perl 1.99 should be considered "pre-2" as far as I've understood, >>and doesn't qualify as "mod_perl 1". > >So if I run that I should configure with perl2 at install? > >JSR/ From pape-rt at inf.fu-berlin.de Mon May 12 11:53:32 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Mon, 12 May 2003 17:53:32 +0200 Subject: [rt-users] Email threading in RT 3.0.2: worse than in RT 2 Message-ID: <2147483647.1052762012@[10.0.255.35]> Hello, in RT 2.0.14 we loved that RT keeps threading information well. It gave "In-Reply-To" an "References" Header correctly to customer and admin emails, so MUAs which support threading, displayed the email correspondance hierarchical. Since RT3 the feature has gone. There is always exactly one "In-Reply-To" Header to a artificial message id rt@, hence threading in MUAs does not work. Will you give us the threading feature again? Regards, Dirk. From bash at eece.unm.edu Mon May 12 11:57:04 2003 From: bash at eece.unm.edu (B. Ash) Date: Mon, 12 May 2003 09:57:04 -0600 Subject: [rt-users] dumpfile-to-rt-3.0 fails with errors. Ayudame In-Reply-To: References: Message-ID: <3EBFC450.9020300@eece.unm.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, I am using the 1.12 upgrade scripts for RT and am still getting the exact same error as when I was using the older versions, ie. 1.9. Any help would be greatly appreciated. Thanks - -bash Andy Harrison wrote: | | ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ | On 08-May-2003, B. Ash wrote message "[rt-users] dumpfile-to-rt-3.0 fails with | errors. Ayudame" | ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ | | rt-2.0-to-dumpfile (Version 1.6) works fine, and completes without errror. | | It is when I run | | dumpfile-to-rt-3.0 (VERSION 1.8) that I get the following error. | | | | You're 5 versions behind, I'd start with getting the latest rt2-to-rt3 tarball. | | | | ~~ | Andy Harrison | Great Works Internet | System Operations | (full headers for details) | _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm - -- - ------------------ <-=-> ---------------------- Benjamin Ash Systems Analyst II ECE Dept. University of New Mexico | University of New Mexico, 87131 +1 505 277 1082 /Fax +1 505 277 1439 | e-mail: bash at eece.unm.edu - ------------------ <-o-> ---------------------- -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.1 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQE+v8RQXkk94+rPTdoRAsk5AKCWbDqOTem3FgE49w1hrIh+nkC5qgCaA70p b8RnsJ5h4KSGNSbI0EJ3sfw= =tL3f -----END PGP SIGNATURE----- From eisenbud at cbio.mskcc.org Mon May 12 12:20:16 2003 From: eisenbud at cbio.mskcc.org (Daniel E. Eisenbud) Date: Mon, 12 May 2003 12:20:16 -0400 Subject: [rt-users] Email threading in RT 3.0.2: worse than in RT 2 In-Reply-To: <2147483647.1052762012@[10.0.255.35]> References: <2147483647.1052762012@[10.0.255.35]> Message-ID: <20030512162016.GA3731@cbio.mskcc.org> On Mon, May 12, 2003 at 05:53:32PM +0200, Dirk Pape wrote: > Hello, > > in RT 2.0.14 we loved that RT keeps threading information well. It gave > "In-Reply-To" an "References" Header correctly to customer and admin > emails, so MUAs which support threading, displayed the email correspondance > hierarchical. > > Since RT3 the feature has gone. There is always exactly one "In-Reply-To" > Header to a artificial message id rt@, hence threading > in MUAs does not work. > > Will you give us the threading feature again? Moreover, RT's In-Reply-To: header contains the first real message-id I've seen that fails mutt's heuristic for detecting message-ids. This is necessary because syntactically, message-id and email address aren't always distinguishable in in-reply-to headers from old mailers, and was annoying when mutt threaded together all the replies to messages by certain users. Might I suggest the behavior of preserving In-Reply-To and References, but perhaps also assigning a longer ticket message-id, and using it in in-reply to if there is no preexisting in-reply-to. In addition, it could be added as the oldest ancestor in references (probably a good idea to make sure that it isn't already there somewhere first) so all conversations about the ticket would get attached together at the top level by smart mailers like mutt. -Dan From a.hinrichsen at gmx.net Mon May 12 13:54:31 2003 From: a.hinrichsen at gmx.net (a.hinrichsen at gmx.net) Date: Mon, 12 May 2003 19:54:31 +0200 Subject: [rt-users] rt-crontool not working In-Reply-To: <0979185C00FAB1478174642F516824F10EB2A6@unity.just-intern.de> Message-ID: Hi Harald, > I am running RT3.02 beta 6 on Suse 8.0 > Trying to use rt-crontool for priority escalation fails, with the following error msg: > [crit]: Failed to load module RT::Condition::UntouchedInHours. (Can't locate Win32/Locale.pm in @INC (@INC > contains: /opt/rt3/lib /opt/rt3/local/lib /usr/lib/perl5/5.8.0/i586-linux-thread-multi /usr/lib/perl5/5.8.0 > /usr/lib/perl5/site_perl/5.8.0/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 > /usr/lib/perl5/site_perl .) at (eval 1493) line 3. > ) at ./rt-crontool line 137. > > Win32?? why this? This only occurs when you call rt-crontool with wrong or insufficient parameters. Check "rt-crontool -help" for documentation. Arne From freebsd at coal.sentex.ca Mon May 12 14:38:29 2003 From: freebsd at coal.sentex.ca (freebsd at coal.sentex.ca) Date: Mon, 12 May 2003 14:38:29 -0400 Subject: RT2 to RT3 Conversion Problems (was: Re: [rt-users] dumpfile-to-rt-3.0 fails with errors. Ayudame) Message-ID: <20030512183829.GD55016@sentex.net> Thus spake B. Ash (bash at eece.unm.edu) [12/05/03 11:57]: > I am using the 1.12 upgrade scripts for RT and am still getting the > exact same error as when I was using the older versions, ie. 1.9. Any > help would be greatly appreciated. Potentially un-related, but when I ran rt-2.0-to-dumpfile, it didn't export all of my tickets -- it created two subdirectories (tickets-21000 and tickets-22000) that it didn't use (amongst others that it /did/ indeed use), and only exported 33351 of about 34700 tickets. On import, it died (perl CPU usage shot way up) at ticket 640. From mick at onramp.ca Mon May 12 15:13:11 2003 From: mick at onramp.ca (Mick Szucs) Date: 12 May 2003 15:13:11 -0400 Subject: [rt-users] RT2 to RT3 conversion troubles - Message-ID: <1052766791.2594.70.camel@hal9000.internal.onramp.ca> Hey all, Anyone run into this one? Started dumpfile-to-rt3 and it ran happily for a little bit before running into a ticket that it had trouble with: ---- [crit]: syntax error at rt2/tickets-1000/t-1007 line 2298, near "!" (Might be a runaway multi-line '' string starting on line 2293) Compilation failed in require at ./dumpfile-to-rt-3.0 line 443. (/opt/rt3/lib/RT.pm:232) ---- Now when I try to run it again it spews: ---- # ./dumpfile-to-rt-3.0 rt2 Can't modify not in scalar assignment at /opt/rt3/lib/RT/Ticket_Overlay.pm line 404, near "0 unless" BEGIN not safe after errors--compilation aborted at /opt/rt3/lib/RT/Ticket_Overlay.pm line 2204. Compilation failed in require at (eval 100) line 3. Compilation failed in require at /opt/rt3/lib/RT/Tickets.pm line 51. BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Tickets.pm line 51. Compilation failed in require at ./dumpfile-to-rt-3.0 line 39. BEGIN failed--compilation aborted at ./dumpfile-to-rt-3.0 line 39. ---- I should add that I'm headed from RT 2.0.9 under postgres to RT 3.0.2 using rt2-to-rt3-v1.12 Thanks, Mick From mick at onramp.ca Mon May 12 15:19:10 2003 From: mick at onramp.ca (Mick Szucs) Date: 12 May 2003 15:19:10 -0400 Subject: [rt-users] RT2 to RT3 conversion troubles - In-Reply-To: <1052766791.2594.70.camel@hal9000.internal.onramp.ca> References: <1052766791.2594.70.camel@hal9000.internal.onramp.ca> Message-ID: <1052767150.2595.73.camel@hal9000.internal.onramp.ca> On Mon, 2003-05-12 at 15:13, Mick Szucs wrote: > I should add that I'm headed from RT 2.0.9 under postgres to RT 3.0.2 > using rt2-to-rt3-v1.12 Ah - RT3.0.2 under MySQL. Many thanks. Mick From ryan.wheaton at moguls.com Mon May 12 16:08:13 2003 From: ryan.wheaton at moguls.com (Ryan Wheaton) Date: Mon, 12 May 2003 14:08:13 -0600 Subject: [rt-users] syntax illegal for recipient addresses Message-ID: <27BB0E94EF28D41193D0009027937C8F0258EAC9@MSSTNT1> For a certain queue, I have two users set up as AdminCC (watchers). It used to work just dandy, but all of a sudden today, whenever a ticket is created, the outgoing mail gets bounced by sendmail to the second AdminCC. My mail comes through fine, but his gets bounced to root, and the following is in /var/log/maillog: May 12 14:02:12 mammoth sendmail[27823]: h4CK2CR27823: from=apache, size=1325, class=-60, nrcpts=1, msgid=, relay=apache at localhost May 12 14:02:13 mammoth sendmail[27827]: h4CK2DY27827: from=apache, size=1071, class=-60, nrcpts=1, msgid=, relay=apache at localhost May 12 14:02:13 mammoth sendmail[27827]: h4CK2DY27827: h4CK2DZ27827: DSN: "AdminCc of moguls.com Ticket #22":;... List:; syntax illegal for recipient addresses Now, i'm not sure why the relay is apache at localhost is the relay, but i guess i never noticed what it was before. For the successful transactions, the logs look like this: May 12 14:02:13 mammoth sendmail[27826]: h4CK2CR27823: to=mark.leslie at moguls.com, ctladdr=apache (48/48), delay=00:00:01, xdelay=00:00:01, mailer=relay, pri=139325, relay=msstpdc.moguls.com. [192.168.15.17], dsn=2.0.0, stat=Sent (OK) Whenever a user (either AdminCC or not) creates a ticket, the Autoreply email is sent, but RT is having problems sending emails to the watchers of a queue whenever tickets are created or acted upon. any ideas? I'm really at a loss... -rtw ps. sorry if it seems like i always ask stupid questions to this list... but i confuse myself sometimes :-) From ryan.wheaton at moguls.com Mon May 12 16:19:20 2003 From: ryan.wheaton at moguls.com (Ryan Wheaton) Date: Mon, 12 May 2003 14:19:20 -0600 Subject: [rt-users] syntax illegal for recipient addresses Message-ID: <27BB0E94EF28D41193D0009027937C8F0258EACA@MSSTNT1> darn it. i went and proved (is that a word?) myself right. i do always ask stupid questions to this list.... so.. RTFM (not RT/FM), i know. (http://fsck.com/rtfm/factoid.html?id=209) but i still don't understand why it worked before.... sorry again. thanks for listening. -r -----Original Message----- From: Ryan Wheaton [mailto:ryan.wheaton at moguls.com] Sent: Monday, May 12, 2003 2:08 PM To: Rt-Users (E-mail) Subject: [rt-users] syntax illegal for recipient addresses For a certain queue, I have two users set up as AdminCC (watchers). It used to work just dandy, but all of a sudden today, whenever a ticket is created, the outgoing mail gets bounced by sendmail to the second AdminCC. My mail comes through fine, but his gets bounced to root, and the following is in /var/log/maillog: May 12 14:02:12 mammoth sendmail[27823]: h4CK2CR27823: from=apache, size=1325, class=-60, nrcpts=1, msgid=, relay=apache at localhost May 12 14:02:13 mammoth sendmail[27827]: h4CK2DY27827: from=apache, size=1071, class=-60, nrcpts=1, msgid=, relay=apache at localhost May 12 14:02:13 mammoth sendmail[27827]: h4CK2DY27827: h4CK2DZ27827: DSN: "AdminCc of moguls.com Ticket #22":;... List:; syntax illegal for recipient addresses Now, i'm not sure why the relay is apache at localhost is the relay, but i guess i never noticed what it was before. For the successful transactions, the logs look like this: May 12 14:02:13 mammoth sendmail[27826]: h4CK2CR27823: to=mark.leslie at moguls.com, ctladdr=apache (48/48), delay=00:00:01, xdelay=00:00:01, mailer=relay, pri=139325, relay=msstpdc.moguls.com. [192.168.15.17], dsn=2.0.0, stat=Sent (OK) Whenever a user (either AdminCC or not) creates a ticket, the Autoreply email is sent, but RT is having problems sending emails to the watchers of a queue whenever tickets are created or acted upon. any ideas? I'm really at a loss... -rtw ps. sorry if it seems like i always ask stupid questions to this list... but i confuse myself sometimes :-) _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From kfh at mqsoftware.com Mon May 12 16:42:24 2003 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Mon, 12 May 2003 15:42:24 -0500 Subject: [rt-users] reporting? Message-ID: Are there any reporting features built into RT3? Has anyone done anything on top of it? I looked at the contributed files for RT2, and reports.html/statusreport.html seem to work OK, and I could build on those, Weekly.html doesn't seem to work (at least it doesn't produce any data, but it doesn't crash and burn either). Just want to know what's out there before I do anything.... Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ArtMorales at scionpharma.com Mon May 12 18:23:10 2003 From: ArtMorales at scionpharma.com (Art Morales) Date: Mon, 12 May 2003 18:23:10 -0400 Subject: [rt-users] rt-crontool not working Message-ID: Hi all, If I try the example on the rt-crontool help, I get: [Mon May 12 22:32:22 2003] [crit]: Failed to load module RT::Condition::UntouchedInHours. (Can't locate RT/I18N/en_us.pm in @INC (@INC contains: /opt/rt3/lib /opt/rt3/local/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 (eval 1499) line 3. ) at ./rt-crontool line 137. (/opt/rt3/lib/RT.pm:232) Does anyone have a current working example? Thanks! Art -----Original Message----- From: a.hinrichsen at gmx.net [mailto:a.hinrichsen at gmx.net] Sent: Mon 5/12/2003 1:54 PM To: rt-users at lists.fsck.com Cc: Subject: RE: [rt-users] rt-crontool not working Hi Harald, > I am running RT3.02 beta 6 on Suse 8.0 > Trying to use rt-crontool for priority escalation fails, with the following error msg: > [crit]: Failed to load module RT::Condition::UntouchedInHours. (Can't locate Win32/Locale.pm in @INC (@INC > contains: /opt/rt3/lib /opt/rt3/local/lib /usr/lib/perl5/5.8.0/i586-linux-thread-multi /usr/lib/perl5/5.8.0 > /usr/lib/perl5/site_perl/5.8.0/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 > /usr/lib/perl5/site_perl .) at (eval 1493) line 3. > ) at ./rt-crontool line 137. > > Win32?? why this? This only occurs when you call rt-crontool with wrong or insufficient parameters. Check "rt-crontool -help" for documentation. Arne _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 ArtMorales at scionpharma.com Mon May 12 18:29:08 2003 From: ArtMorales at scionpharma.com (Art Morales) Date: Mon, 12 May 2003 18:29:08 -0400 Subject: [rt-users] 3.0.2pre6 Message-ID: I upgraded and things seemed to go well, but I get this error when trying to click on a ticket: System error error: RT::Attachment::ContentLength Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/Elements/ShowTransaction line 40) 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/share/html/Ticket/Elements/ShowTransaction:40 /opt/rt3/share/html/Ticket/Elements/ShowHistory:62 /opt/rt3/share/html/Ticket/Display.html:37 /opt/rt3/share/html/autohandler:158 The raw error: System error error: RT::Attachment::ContentLength Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/Elements/ShowTransaction line 40) 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/share/html/Ticket/Elements/ShowTransaction:40 /opt/rt3/share/html/Ticket/Elements/ShowHistory:62 /opt/rt3/share/html/Ticket/Display.html:37 /opt/rt3/share/html/autohandler:158 raw error RT::Attachment::ContentLength Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/Elements/ShowTransaction line 40) Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 121 HTML::Mason::Exceptions::rethrow_exception('RT::Attachment::ContentLength Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/Elements/ShowTransaction line 40) ^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 281 HTML::Mason::Request::__ANON__('RT::Attachment::ContentLength Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/Elements/ShowTransaction line 40) ^J') called at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm line 458 DBIx::SearchBuilder::Record::AUTOLOAD('RT::Attachment=HASH(0x9803538)') called at /opt/rt3/share/html/Ticket/Elements/ShowTransaction line 40 HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x9774600)', 'Transaction', 'RT::Transaction=HASH(0x97f04a4)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 1, 'ShowTitleBarCommands', 1) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x993ff28)', 'Ticket', 'RT::Ticket=HASH(0x9774600)', 'Transaction', 'RT::Transaction=HASH(0x97f04a4)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 1, 'ShowTitleBarCommands', 1) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1045 eval {...}('HTML::Mason::Component::FileBased=HASH(0x993ff28)', 'Ticket', 'RT::Ticket=HASH(0x9774600)', 'Transaction', 'RT::Transaction=HASH(0x97f04a4)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 1, 'ShowTitleBarCommands', 1) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x8727a54)', 'ShowTransaction', 'Ticket', 'RT::Ticket=HASH(0x9774600)', 'Transaction', 'RT::Transaction=HASH(0x97f04a4)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 1, 'ShowTitleBarCommands', 1) called at /opt/rt3/share/html/Ticket/Elements/ShowHistory line 62 HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x9774600)', 'Collapsed', undef, 'ShowHeaders', undef) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x99296a4)', 'Ticket', 'RT::Ticket=HASH(0x9774600)', 'Collapsed', undef, 'ShowHeaders', undef) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1045 eval {...}('HTML::Mason::Component::FileBased=HASH(0x99296a4)', 'Ticket', 'RT::Ticket=HASH(0x9774600)', 'Collapsed', undef, 'ShowHeaders', undef) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x8727a54)', '/Ticket/Elements/ShowHistory', 'Ticket', 'RT::Ticket=HASH(0x9774600)', 'Collapsed', undef, 'ShowHeaders', undef) called at /opt/rt3/share/html/Ticket/Display.html line 37 HTML::Mason::Commands::__ANON__('id', 134, 'id', 134) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8727fdc)', 'id', 134, 'id', 134) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1045 eval {...}('HTML::Mason::Component::FileBased=HASH(0x8727fdc)', 'id', 134, 'id', 134) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x8727a54)', 'HTML::Mason::Component::FileBased=HASH(0x8727fdc)', 'id', 134, 'id', 134) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 735 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x8727a54)', 'id', 134) called at /opt/rt3/share/html/autohandler line 158 HTML::Mason::Commands::__ANON__('id', 134) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x968f4cc)', 'id', 134) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1040 eval {...}('HTML::Mason::Component::FileBased=HASH(0x968f4cc)', 'id', 134) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x8727a54)', 'HASH(0x9776e14)', 'HTML::Mason::Component::FileBased=HASH(0x968f4cc)', 'id', 134) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 336 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x8727a54)', 'HASH(0x9776e14)', 'HTML::Mason::Component::FileBased=HASH(0x968f4cc)', 'id', 134) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 336 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x8727a54)', 'HASH(0x9776e14)', 'HTML::Mason::Component::FileBased=HASH(0x968f4cc)', 'id', 134) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 296 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x8727a54)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x8727a54)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x8727a54)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 787 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8649bd8)', 'Apache::RequestRec=SCALAR(0x94e8628)') called at /opt/rt3/bin/webmux.pl line 119 RT::Mason::handler('Apache::RequestRec=SCALAR(0x94e8628)') called at -e line 0 eval {...}('Apache::RequestRec=SCALAR(0x94e8628)') called at -e line 0 Any ideas? Thanks! Art -----Original Message----- From: Art Morales Sent: Mon 5/12/2003 6:23 PM To: rt-users at lists.fsck.com Cc: Subject: RE: [rt-users] rt-crontool not working Hi all, If I try the example on the rt-crontool help, I get: [Mon May 12 22:32:22 2003] [crit]: Failed to load module RT::Condition::UntouchedInHours. (Can't locate RT/I18N/en_us.pm in @INC (@INC contains: /opt/rt3/lib /opt/rt3/local/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 (eval 1499) line 3. ) at ./rt-crontool line 137. (/opt/rt3/lib/RT.pm:232) Does anyone have a current working example? Thanks! Art -----Original Message----- From: a.hinrichsen at gmx.net [mailto:a.hinrichsen at gmx.net] Sent: Mon 5/12/2003 1:54 PM To: rt-users at lists.fsck.com Cc: Subject: RE: [rt-users] rt-crontool not working Hi Harald, > I am running RT3.02 beta 6 on Suse 8.0 > Trying to use rt-crontool for priority escalation fails, with the following error msg: > [crit]: Failed to load module RT::Condition::UntouchedInHours. (Can't locate Win32/Locale.pm in @INC (@INC > contains: /opt/rt3/lib /opt/rt3/local/lib /usr/lib/perl5/5.8.0/i586-linux-thread-multi /usr/lib/perl5/5.8.0 > /usr/lib/perl5/site_perl/5.8.0/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 > /usr/lib/perl5/site_perl .) at (eval 1493) line 3. > ) at ./rt-crontool line 137. > > Win32?? why this? This only occurs when you call rt-crontool with wrong or insufficient parameters. Check "rt-crontool -help" for documentation. Arne _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm zj) ??XrG~r+w ?yA8E1 at j+ From jesse at bestpractical.com Mon May 12 19:16:01 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 12 May 2003 19:16:01 -0400 Subject: [rt-users] Email threading in RT 3.0.2: worse than in RT 2 In-Reply-To: <2147483647.1052762012@[10.0.255.35]> References: <2147483647.1052762012@[10.0.255.35]> Message-ID: <20030512231601.GO28117@fsck.com> That feature never made it into the RT2 Core. perhaps you were runnning a third party patch? It's on the vague list for RT3.0.x, but will happen quicker if someone provides a clean patch. -j On Mon, May 12, 2003 at 05:53:32PM +0200, Dirk Pape wrote: > Hello, > > in RT 2.0.14 we loved that RT keeps threading information well. It gave > "In-Reply-To" an "References" Header correctly to customer and admin > emails, so MUAs which support threading, displayed the email correspondance > hierarchical. > > Since RT3 the feature has gone. There is always exactly one "In-Reply-To" > Header to a artificial message id rt@, hence threading > in MUAs does not work. > > Will you give us the threading feature again? > > Regards, > Dirk. > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From checkpoint at ozbergs.com Mon May 12 19:58:53 2003 From: checkpoint at ozbergs.com (Stevo) Date: Mon, 12 May 2003 16:58:53 -0700 Subject: [rt-users] RT3 Install Woes (DBD::mysql) Message-ID: <001a01c318e2$714e53a0$0a02010a@renditionnetworks.com> Hey Guys, I'm having a problem getting RT3 loaded on my Redhat 8 box. All the dependencies are loading just great except for the last one DBD::mysql. Below is the output from the attempted load: Why do I get this line a million times over?? Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Can anyone help!? --Steve ------------------------------------------------------------------------------------------------------------------------ [root at tickets rt-3-0-1]# perl sbin/rt-test-dependencies --with-mysql --with-modperl1 --install 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 MAILGATE dependencies: HTML::TreeBuilder ...found HTML::FormatText ...found Getopt::Long ...found LWP::UserAgent ...found MODPERL1 dependencies: CGI ...found Apache::Request ...found Apache::DBI ...found CLI dependencies: Getopt::Long 2.24...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 1.04...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 ...found DEV dependencies: Regexp::Common ...found Time::HiRes ...found Test::Inline ...found WWW::Mechanize ...found MYSQL dependencies: DBD::mysql 2.1018...MISSING Going to read /root/.cpan/Metadata Database was generated on Mon, 12 May 2003 10:13:25 GMT Running install for module DBD::mysql Running make for J/JW/JWIED/DBD-mysql-2.1026.tar.gz CPAN: Compress::Zlib loaded ok Checksum for /root/.cpan/sources/authors/id/J/JW/JWIED/DBD-mysql-2.1026.tar.gz ok Scanning cache /root/.cpan/build for sizes DBD-mysql-2.1026/ DBD-mysql-2.1026/t/ DBD-mysql-2.1026/t/mysql2.t DBD-mysql-2.1026/t/akmisc.t DBD-mysql-2.1026/t/60leaks.t DBD-mysql-2.1026/t/10dsnlist.t DBD-mysql-2.1026/t/ak-dbd.t DBD-mysql-2.1026/t/50chopblanks.t DBD-mysql-2.1026/t/mysql.t DBD-mysql-2.1026/t/lib.pl DBD-mysql-2.1026/t/40blobs.t DBD-mysql-2.1026/t/40nulls.t DBD-mysql-2.1026/t/insertid.t DBD-mysql-2.1026/t/40listfields.t DBD-mysql-2.1026/t/40bindparam.t DBD-mysql-2.1026/t/mysql.dbtest DBD-mysql-2.1026/t/dbdadmin.t DBD-mysql-2.1026/t/20createdrop.t DBD-mysql-2.1026/t/00base.t DBD-mysql-2.1026/t/30insertfetch.t DBD-mysql-2.1026/t/40numrows.t DBD-mysql-2.1026/t/50commit.t DBD-mysql-2.1026/t/mysql.mtest DBD-mysql-2.1026/MANIFEST DBD-mysql-2.1026/myld DBD-mysql-2.1026/dbdimp.c DBD-mysql-2.1026/dbdimp.h DBD-mysql-2.1026/mysql.xs DBD-mysql-2.1026/MANIFEST.SKIP DBD-mysql-2.1026/README DBD-mysql-2.1026/INSTALL.html DBD-mysql-2.1026/lib/ DBD-mysql-2.1026/lib/Mysql/ DBD-mysql-2.1026/lib/Mysql/Statement.pm DBD-mysql-2.1026/lib/DBD/ DBD-mysql-2.1026/lib/DBD/mysql/ DBD-mysql-2.1026/lib/DBD/mysql/INSTALL.pod DBD-mysql-2.1026/lib/DBD/mysql.pm DBD-mysql-2.1026/lib/DBD/mysql.pod DBD-mysql-2.1026/lib/Bundle/ DBD-mysql-2.1026/lib/Bundle/DBD/ DBD-mysql-2.1026/lib/Bundle/DBD/mysql.pm DBD-mysql-2.1026/lib/Mysql.pm DBD-mysql-2.1026/Makefile.PL DBD-mysql-2.1026/ChangeLog DBD-mysql-2.1026/constants.h Removing previously used /root/.cpan/build/DBD-mysql-2.1026 CPAN.pm: Going to build J/JW/JWIED/DBD-mysql-2.1026.tar.gz I will use the following settings for compiling and testing: cflags (mysql_config) = -I'/usr/include/mysql' libs (mysql_config) = -L/usr/lib/mysql -lmysqlclient -lz -lcrypt -lnsl -lm -lc -lnss_files -lnss_dns -lresolv -lc -lnss_files -lnss_dns -lresolv nocatchstderr (default ) = 0 ssl (guessed ) = 0 testdb (default ) = test testhost (default ) = testpassword (default ) = testuser (default ) = To change these settings, see 'perl Makefile.PL --help' and 'perldoc INSTALL'. Checking if your kit is complete... Looks good Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Unsuccessful stat on filename containing newline at /usr/lib/perl5/5.8.0/ExtUtils/Liblist/Kid.pm line 97. Using DBI 1.35 installed in /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/auto/DBI Writing Makefile for DBD::mysql Makefile:89: *** missing separator. Stop. /usr/bin/make -- NOT OK Running make test Can't test without successful make Running make install make had returned bad status, install seems impossible [root at tickets rt-3-0-1]# -------------- next part -------------- An HTML attachment was scrubbed... URL: From ArtMorales at scionpharma.com Mon May 12 20:31:53 2003 From: ArtMorales at scionpharma.com (Art Morales) Date: Mon, 12 May 2003 20:31:53 -0400 Subject: [rt-users] 3.0.2pre6 Message-ID: Oh well, a simple reboot fixed this... one note, during the upgrade process, I ended up with 2 copies of every script... Also, attachments are still not working for me. (modperl2/apache2 RH 8) Art -----Original Message----- From: Art Morales Sent: Mon 5/12/2003 6:29 PM To: Art Morales; rt-users at lists.fsck.com Cc: Subject: [rt-users] 3.0.2pre6 I upgraded and things seemed to go well, but I get this error when trying to click on a ticket: System error error: RT::Attachment::ContentLength Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/Elements/ShowTransaction line 40) 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/share/html/Ticket/Elements/ShowTransaction:40 /opt/rt3/share/html/Ticket/Elements/ShowHistory:62 /opt/rt3/share/html/Ticket/Display.html:37 /opt/rt3/share/html/autohandler:158 The raw error: System error error: RT::Attachment::ContentLength Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/Elements/ShowTransaction line 40) 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/share/html/Ticket/Elements/ShowTransaction:40 /opt/rt3/share/html/Ticket/Elements/ShowHistory:62 /opt/rt3/share/html/Ticket/Display.html:37 /opt/rt3/share/html/autohandler:158 raw error RT::Attachment::ContentLength Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/Elements/ShowTransaction line 40) Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 121 HTML::Mason::Exceptions::rethrow_exception('RT::Attachment::ContentLength Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/Elements/ShowTransaction line 40) ^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 281 HTML::Mason::Request::__ANON__('RT::Attachment::ContentLength Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/Elements/ShowTransaction line 40) ^J') called at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm line 458 DBIx::SearchBuilder::Record::AUTOLOAD('RT::Attachment=HASH(0x9803538)') called at /opt/rt3/share/html/Ticket/Elements/ShowTransaction line 40 HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x9774600)', 'Transaction', 'RT::Transaction=HASH(0x97f04a4)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 1, 'ShowTitleBarCommands', 1) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x993ff28)', 'Ticket', 'RT::Ticket=HASH(0x9774600)', 'Transaction', 'RT::Transaction=HASH(0x97f04a4)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 1, 'ShowTitleBarCommands', 1) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1045 eval {...}('HTML::Mason::Component::FileBased=HASH(0x993ff28)', 'Ticket', 'RT::Ticket=HASH(0x9774600)', 'Transaction', 'RT::Transaction=HASH(0x97f04a4)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 1, 'ShowTitleBarCommands', 1) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x8727a54)', 'ShowTransaction', 'Ticket', 'RT::Ticket=HASH(0x9774600)', 'Transaction', 'RT::Transaction=HASH(0x97f04a4)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 1, 'ShowTitleBarCommands', 1) called at /opt/rt3/share/html/Ticket/Elements/ShowHistory line 62 HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x9774600)', 'Collapsed', undef, 'ShowHeaders', undef) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x99296a4)', 'Ticket', 'RT::Ticket=HASH(0x9774600)', 'Collapsed', undef, 'ShowHeaders', undef) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1045 eval {...}('HTML::Mason::Component::FileBased=HASH(0x99296a4)', 'Ticket', 'RT::Ticket=HASH(0x9774600)', 'Collapsed', undef, 'ShowHeaders', undef) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x8727a54)', '/Ticket/Elements/ShowHistory', 'Ticket', 'RT::Ticket=HASH(0x9774600)', 'Collapsed', undef, 'ShowHeaders', undef) called at /opt/rt3/share/html/Ticket/Display.html line 37 HTML::Mason::Commands::__ANON__('id', 134, 'id', 134) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8727fdc)', 'id', 134, 'id', 134) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1045 eval {...}('HTML::Mason::Component::FileBased=HASH(0x8727fdc)', 'id', 134, 'id', 134) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x8727a54)', 'HTML::Mason::Component::FileBased=HASH(0x8727fdc)', 'id', 134, 'id', 134) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 735 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x8727a54)', 'id', 134) called at /opt/rt3/share/html/autohandler line 158 HTML::Mason::Commands::__ANON__('id', 134) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x968f4cc)', 'id', 134) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1040 eval {...}('HTML::Mason::Component::FileBased=HASH(0x968f4cc)', 'id', 134) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x8727a54)', 'HASH(0x9776e14)', 'HTML::Mason::Component::FileBased=HASH(0x968f4cc)', 'id', 134) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 336 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x8727a54)', 'HASH(0x9776e14)', 'HTML::Mason::Component::FileBased=HASH(0x968f4cc)', 'id', 134) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 336 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x8727a54)', 'HASH(0x9776e14)', 'HTML::Mason::Component::FileBased=HASH(0x968f4cc)', 'id', 134) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 296 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x8727a54)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x8727a54)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x8727a54)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 787 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8649bd8)', 'Apache::RequestRec=SCALAR(0x94e8628)') called at /opt/rt3/bin/webmux.pl line 119 RT::Mason::handler('Apache::RequestRec=SCALAR(0x94e8628)') called at -e line 0 eval {...}('Apache::RequestRec=SCALAR(0x94e8628)') called at -e line 0 Any ideas? Thanks! Art -----Original Message----- From: Art Morales Sent: Mon 5/12/2003 6:23 PM To: rt-users at lists.fsck.com Cc: Subject: RE: [rt-users] rt-crontool not working Hi all, If I try the example on the rt-crontool help, I get: [Mon May 12 22:32:22 2003] [crit]: Failed to load module RT::Condition::UntouchedInHours. (Can't locate RT/I18N/en_us.pm in @INC (@INC contains: /opt/rt3/lib /opt/rt3/local/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 (eval 1499) line 3. ) at ./rt-crontool line 137. (/opt/rt3/lib/RT.pm:232) Does anyone have a current working example? Thanks! Art -----Original Message----- From: a.hinrichsen at gmx.net [mailto:a.hinrichsen at gmx.net] Sent: Mon 5/12/2003 1:54 PM To: rt-users at lists.fsck.com Cc: Subject: RE: [rt-users] rt-crontool not working Hi Harald, > I am running RT3.02 beta 6 on Suse 8.0 > Trying to use rt-crontool for priority escalation fails, with the following error msg: > [crit]: Failed to load module RT::Condition::UntouchedInHours. (Can't locate Win32/Locale.pm in @INC (@INC > contains: /opt/rt3/lib /opt/rt3/local/lib /usr/lib/perl5/5.8.0/i586-linux-thread-multi /usr/lib/perl5/5.8.0 > /usr/lib/perl5/site_perl/5.8.0/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 > /usr/lib/perl5/site_perl .) at (eval 1493) line 3. > ) at ./rt-crontool line 137. > > Win32?? why this? This only occurs when you call rt-crontool with wrong or insufficient parameters. Check "rt-crontool -help" for documentation. Arne _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm zj) ??XrG~r+w ?yA8E1 at j+ ?z&j)b b?XrG(ml~$r+-wn ?ym at A8^E1@@?j+?a &_ From jesse at bestpractical.com Mon May 12 20:44:38 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 12 May 2003 20:44:38 -0400 Subject: [rt-users] [rt-announce] RT 3.0.2 Message-ID: <20030513004438.GQ28117@fsck.com> RT 3.0.2 corrects a number of oversights and issues in RT 3.0.1, chief among them a tainting issue with the FastCGI handler and a number of UTF-8 bugs. Some users have reported that there are additional UTF-8 issues remaining. These will be addressed as quickly as we can get to them. This version is recommended for all current users of RT 3.0.1. Aside from the version #, RT 3.0.2 is identical to RT 3.0.2pre6; There is no need to upgrade from that version. Grab it now from: http://fsck.com/pub/rt/release/rt-3-0-2.tar.gz Jesse Project "rt.3", Branch 0 Page 1 Change Log Mon May 12 20:31:30 2003 rt.3.D000, C0, jesse, Thu Mar 13 20:43:23 2003, RT: Request Tracker, branch 3.0. RT: Request Tracker, branch 3.0. Change Delta Brief Description 63 38 Fixing a showmessagestanza bug found in RTIR 65 39 Fixing an untainting bug in 3.0.1 66 40 Quicksearch bug fix from Stan 69 43 make ids clicky 72 46 bulk links 75 48 bumped version to 3.0.2pre5; attachments performance fixes; utf-8 mailgateway fixes; more extension hooks; template updates for approvals 76 49 [#2437] CanonicalizeEmailAddress fixes; [# 2449] html fixes for right editing; [# 2457] email addresses weren't always being canonicalized 77 50 Fixing bogus anchor tags 78 51 More performance work on WhoHaveRight; removing an extra join 79 52 Cleaning up RT tag processing 80 53 Importing utf8 fixes, _Vendor overlay support from ourinternet 82 55 Bumping the version to RT 3.0.2 -- 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 VLuck at VMdirect.com Mon May 12 23:55:56 2003 From: VLuck at VMdirect.com (Val Luck) Date: Mon, 12 May 2003 20:55:56 -0700 Subject: [rt-users] changing $rtname Message-ID: Hello, I initially configured $rtname to be our company's domain name with the ".com" on it. However, as it is embedded in each ticket number, I want to change it and remove the ".com". I have read that you should not change $rtname because mail for existing tickets won't get put in the right place. However, we have not started using RT in product yet. 1) What is the best way to change $rtname and make RT happy. 2) Do I not want to this? Is there some compelling reason to leave the ".com" in the $rtname variable? Thanks! Val -------------- next part -------------- An HTML attachment was scrubbed... URL: From hermann at rodeios.com Tue May 13 01:13:10 2003 From: hermann at rodeios.com (Hermann Wecke) Date: 13 May 2003 05:13:10 +0000 Subject: [rt-users] Int.characters in tickets: bug or config problem? In-Reply-To: <83797BB6-7EE4-11D7-9B90-003065DC18B8@hamburg.fcb.com> Message-ID: On Mon, 5 May 2003, Harald Wagener wrote: > Yes. Most of the web-related i18n errors seem to have been fixed in RT > 3.0.2 pre 5, which is the latest and greatest. I just upgraded RT 3.0.2 - from 3.0.1 - and I'm now having problems with the international characters when I send an e-mail from the web interface - which was not an issue with 3.0.1. I tried to change the /opt/rt3/etc/RT_Config.pm to Set($EmailOutputEncoding , 'iso-8859-1'); but I'm still receiving this (I'm using Pine and spamcop webmail to test): [ The following text is in the "utf-8" character set. ] [ Your display is set for the "ISO-8859-1" character set. ] [ Some characters may be displayed incorrectly. ] Along with all international characters being changed. (yes, I reloaded the Apache server) Messages from e-mail into RT are well handled - no characters are being changed. But it is impossible to reply to any message without messing up everything. Any clues? RedHat 7.3, Apache 1.3.27 with mod_perl, Sendmail 8.12.6 From pape-rt at inf.fu-berlin.de Tue May 13 02:47:06 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Tue, 13 May 2003 08:47:06 +0200 Subject: [rt-users] Email threading in RT 3.0.2: worse than in RT 2 In-Reply-To: <20030512231601.GO28117@fsck.com> References: <2147483647.1052762012@[10.0.255.35]> <20030512231601.GO28117@fsck.com> Message-ID: <2147483647.1052815626@[10.0.255.35]> Hello Jesse --Am Montag, 12. Mai 2003 19:16 Uhr -0400 schrieb Jesse Vincent : > That feature never made it into the RT2 Core. perhaps you were runnning > a third party patch? It's on the vague list for RT3.0.x, but will happen > quicker if someone provides a clean patch. I am sure, I were not runnig a third party patch. Perhaps RT2 was different in *not stripping* In-Reply-To- and Reference-Headers form mails, when external MUAs created them. This would be a *step one* to restore threading functionality in RT3. step two would be that RT3 creates meaningful Headers as well, when mail is created from the web interface. step three: guessing meaningful Headers for mail which comes from extern from MUAs that do not care about creating/preserve them. I will try to look into this soon. Dirk. From dreamworkboy at hotmail.com Tue May 13 03:45:26 2003 From: dreamworkboy at hotmail.com (Dreamworkboy) Date: Tue, 13 May 2003 15:45:26 +0800 Subject: [rt-users] (no subject) Message-ID: can someone tell me where to download the win32 version of RT? -------------- next part -------------- An HTML attachment was scrubbed... URL: From Colin.Brett at proquest.co.uk Tue May 13 04:15:46 2003 From: Colin.Brett at proquest.co.uk (Brett, Colin) Date: Tue, 13 May 2003 09:15:46 +0100 Subject: [rt-users] RE: rt-crontool not working Message-ID: Harald Volz enquired: "Hi, I am running RT3.02 beta 6 on Suse 8.0 Trying to use rt-crontool for priority escalation fails, with the = following error msg: [crit]: Failed to load module RT::Condition::UntouchedInHours. (Can't = locate Win32/Locale.pm in @INC (@INC contains: /opt/rt3/lib = /opt/rt3/local/lib /usr/lib/perl5/5.8.0/i586-linux-thread-multi = /usr/lib/perl5/5.8.0 = /usr/lib/perl5/site_perl/5.8.0/i586-linux-thread-multi = /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl .) at (eval = 1493) line 3. ) at ./rt-crontool line 137. Win32?? why this?" I saw this same problem using RT 3.0.0. The problem was that RT::Condition::UntouchedInHours didn't exist in the /opt/rt3/lib/RT/Condition directory. I got round the problem initially by using RT::Condition::Overdue . BTW: Should the UntouchedInHours module be installed? Or does it have to be written manually? Hope this helps, Colin Brett, UNIX/Oracle Administrator. ProQuest Information & Learning Tel: +44 (0)1223 271371 Email: colin.brett at proquest.co.uk From volzh at junese.de Tue May 13 04:50:57 2003 From: volzh at junese.de (Harald Volz) Date: Tue, 13 May 2003 10:50:57 +0200 Subject: [rt-users] RE: rt-crontool not working Message-ID: <0979185C00FAB1478174642F516824F10EB2A8@unity.just-intern.de> Hi, thanks to Colin Brett who has given me the hint, that the help of crontool is misleading: As proposed I checked the help: ./rt-crontool --help [...] Example: The following command will find all active tickets in the queue 'general' and set their priority to 99 if they haven't been touched in 4 hours: sbin/cron_shim \ --search RT::Search::ActiveTicketsInQueue --search-arg general \ --condition RT::Condition::UntouchedInHours --condition-arg 4 \ --action RT::Action::SetPriority --action-arg 99 \ --verbose Just tried this linuxnms:/opt/rt3/bin # ./rt-crontool \ > --search RT::Search::ActiveTicketsInQueue --search-arg general \ > --condition RT::Condition::UntouchedInHours --condition-arg 4 \ > --action RT::Action::SetPriority --action-arg 99 \ > --verbose Still getting an error: [Tue May 13 08:31:36 2003] [crit]: Failed to load module RT::Condition::UntouchedInHours. (Can't locate Win32/Locale.pm in @INC (@INC contains: /opt/rt3/lib /opt/rt3/local/lib /usr/lib/perl5/5.8.0/i586-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl .) at (eval 1498) line 3. ) at ./rt-crontool line 137. (/opt/rt3/lib/RT.pm:232) Colin Brett wrote: I saw this same problem using RT 3.0.0. The problem was that RT::Condition::UntouchedInHours didn't exist in the /opt/rt3/lib/RT/Condition directory. I got round the problem initially by using RT::Condition::Overdue . Hm, how to write and add Conditions like UntouchedInHours (as described in the help) 24HoursSinceStart and similar timing conditions ? kind regards, harald From todd at geistinteractive.com Tue May 13 10:19:49 2003 From: todd at geistinteractive.com (Todd Geist) Date: Tue, 13 May 2003 08:19:49 -0600 Subject: [rt-users] Problem with Apache/DBI.pm Message-ID: Hello, When I try to restart Apache I get the following error. Failed to start apache : /usr/local/apache/bin/httpsd -d /usr/local/apache -f /usr/local/apache/conf/httpd.conf : Syntax error on line 1196 of /usr/local/apache/conf/httpd.conf: Can't locate Apache/DBI.pm in @INC (@INC contains: /usr/local/lib/perl5/5.6.1/i386-freebsd /usr/local/lib/perl5/5.6.1 /usr/local/lib/perl5/site_perl/5.6.1/i386-freebsd /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl /usr/local/lib/perl5/5.00503 /usr/local/lib/site_perl . /usr/local/apache/ /usr/local/apache/lib/perl) at (eval 4) line 3. Can anyone help me figure this out. FreeBSD 4.7, mySQL, modperl1, rt 3.0.1 The vhost entry looks like this SSLDisable ServerName rt.mydomain.com ServerAdmin webmaster at rt. mydomain.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason User vhost Group vhost14 Thanks Todd -- Todd Geist _______________________________________________ g e i s t i n t e r a c t i v e web hosting - web design - application design From lincoln at unit.liu.se Tue May 13 10:52:36 2003 From: lincoln at unit.liu.se (Jonas Lincoln) Date: Tue, 13 May 2003 16:52:36 +0200 Subject: [rt-users] Queue-rights Message-ID: <3EC106B4.2000708@unit.liu.se> I have the following scenario: Management has a lot of projects, 50+. These will each get an own queue. All staff-workers will get rights to work in all queues. However, I want something to use to show what projects an employee actually works with. This is so that the quick-search and first page won't clog up entirely with uninteresting queues that an employee doesn't work with, but still must be able to handle when necessary. How do I solve this? Suggestions? /J From Colin.Brett at proquest.co.uk Tue May 13 10:57:52 2003 From: Colin.Brett at proquest.co.uk (Brett, Colin) Date: Tue, 13 May 2003 15:57:52 +0100 Subject: [rt-users] Can't call method "Parse" when sending email ... Message-ID: Hi, I have managed to get RT3.0.0 to recognise an overdue ticket and immediately boost its priority to the max for that queue. When I try to send an email warning, using the crontab command below, I get the output shown. ===== Your "cron" job on jaguar /opt/rt3/bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg IT_Help --condition RT::Condition::Overdue --condition-arg 1 --action RT::Action::SendEmail --action-arg All --verbose produced the following output: Can't call method "Parse" on an undefined value at /opt/rt3/lib/RT/Action/SendEmail.pm line 234. 48: Condition matches... ===== Obviously "Parse" isn't working because some value (probably the recipient) isn't set. The IT_Help queue has both CorrespondenceAddress and CommentAddress set to my email (colin.brett at proquest.co.uk). Has anyone seen this before? Regards, Colin Brett From rjansen at vub.ac.be Tue May 13 11:04:42 2003 From: rjansen at vub.ac.be (Jansen Robert) Date: Tue, 13 May 2003 17:04:42 +0200 Subject: [rt-users] Queue-rights In-Reply-To: <3EC106B4.2000708@unit.liu.se> References: <3EC106B4.2000708@unit.liu.se> Message-ID: At 4:52 PM +0200 5/13/03, Jonas Lincoln wrote: >I have the following scenario: >Management has a lot of projects, 50+. These will each get an own >queue. All staff-workers will get rights to work in all queues. > >However, I want something to use to show what projects an employee >actually works with. This is so that the quick-search and first page >won't clog up entirely with uninteresting queues that an employee >doesn't work with, but still must be able to handle when necessary. > >How do I solve this? Suggestions? > >/J > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm Construct a search ( The search menu ) where user = username and ticket status is open . Bookmark the "Bookmarkable URL for this search". ( give it a nice name ) Repeat for every user you want a quick search for. 2 cents. -- -------------------------- 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 mick at onramp.ca Tue May 13 11:27:32 2003 From: mick at onramp.ca (Mick Szucs) Date: 13 May 2003 11:27:32 -0400 Subject: [rt-users] RT2 to RT3 conversion troubles - In-Reply-To: <1052766791.2594.70.camel@hal9000.internal.onramp.ca> References: <1052766791.2594.70.camel@hal9000.internal.onramp.ca> Message-ID: <1052839651.2594.128.camel@hal9000.internal.onramp.ca> On Mon, 2003-05-12 at 15:13, Mick Szucs wrote: > ---- > [crit]: syntax error at rt2/tickets-1000/t-1007 line 2298, near "!" > (Might be a runaway multi-line '' string starting on line 2293) > Compilation failed in require at ./dumpfile-to-rt-3.0 line 443. > (/opt/rt3/lib/RT.pm:232) > ---- Here's the section of t-1007 that caused the problem: ---- { 'Creator' => '23', 'Attachment' => [ { 'Creator' => '23', 'ContentType' => 'multipart/mixed', 'Subject' => 'XXXXXXXXXXXXXXXX', 'TransactionId' => '13111', 'Created' => '2002-01-09 15:11:58+00', 'Headers' => 'MIME-Version: 1.0 X-Mailer: MIME-tools 5.411 (Entity 5.404) Subject: XXXXXXXXXXXXXXXXXXXXXX Content-Type: multipart/mixed; boundary="----------=_1010589118-15594-0" ' ! }, ---- Note the extra "!" in there at the bottom? Where the hell did that come from? Looks like a possible bug in the rt2-to-dumpfile script in rt2-to-rt3-v1.12? The aborted conversion seriously muckered up my rt3 install, I've had to start from scratch again. Hey - and this is really strange - after the conversion failed subsequent attempts to run just about anything related to RT puked: --- Can't modify not in scalar assignment at /opt/rt3/lib/RT/Ticket_Overlay.pm line 404, near "0 unless" BEGIN not safe after errors--compilation aborted at /opt/rt3/lib/RT/Ticket_Overlay.pm line 2204. --- As I said, I've just started from scratch again, and that chunk of Ticket_Overlay.pm looks like this: --- # {{{ Dealing with time fields $args{'TimeEstimated'} = 0 unless defined $args{'TimeEstimated'}; $args{'TimeWorked'} = 0 unless defined $args{'TimeWorked'}; $args{'TimeLeft'} = 0 unless defined $args{'TimeLeft'}; --- But when it was failing (before I reinstalled everything) that first line had a phantom ! at the beginning of it too! I'm working around the problem now, but it does seem like something buggy is going on in the conversion scripts, no? Thanks, Mick From Greg.Hering at bench.com Tue May 13 11:47:19 2003 From: Greg.Hering at bench.com (Greg.Hering at bench.com) Date: Tue, 13 May 2003 10:47:19 -0500 Subject: [rt-users] rt-mailgate - 404 Not Found ? Message-ID: <1E11D88103D7BF44AF240F64215087B302354507@al-ex01.al.bench.com> Can you browse to the URL you specified on that machine with a local browser or lynx? Maybe you don't have DNS setup correctly. What address did you put in the section of your httpd.conf file? I put that same address, port and everything, into the URL in the alias and that worked for me. Greg Gregory L. Hering (256) 722-6420 4807 Bradford Dr Benchmark Electronics, Inc. Hunvtsville, Al 35805 -----Original Message----- From: Ryan Conley [mailto:rconley at equala.com] Sent: Friday, May 09, 2003 4:51 PM To: rt-users at lists.fsck.com Subject: [rt-users] rt-mailgate - 404 Not Found ? Hi all... I was able to get RT up and running on our system, but rt-mailgate seems to be having a problem creating tickets, and I haven't been able to make heads or tails of this error: ________________________________________ An Error Occurred ================= 404 Not Found ________________________________________ The aliases file contains the following: lan: "|/opt/rt3/bin/rt-mailgate --queue LAN --action correspond --url http://helpdesk.equala.com" lan-comment: "|/opt/rt3/bin/rt-mailgate --queue LAN --action comment --url http://helpdesk.equala.com" Can anyone offer any advice? Thanks, and have a great weekend... --Ryan Conley rconley at equala.com Anything Email System Development and Administration A Division of the Equala Communications Group 4801 N. Dixie Hwy. Ft. Lauderdale, FL 33334 (954) 489-0114 x121 (866) 4-EQUALA x121 (954) 489-1435 Fax http://www.equala.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 Greg.Hering at bench.com Tue May 13 11:54:01 2003 From: Greg.Hering at bench.com (Greg.Hering at bench.com) Date: Tue, 13 May 2003 10:54:01 -0500 Subject: [rt-users] make initialize-database error Message-ID: <1E11D88103D7BF44AF240F64215087B302354508@al-ex01.al.bench.com> I think you are supposed to 'make dropdb' and try it again. If you already created the rt3 user and reset the password you may have RT and MySQL out of sync. Greg Gregory L. Hering (256) 722-6420 4807 Bradford Dr Benchmark Electronics, Inc. Hunvtsville, Al 35805 -----Original Message----- From: Tavernier, Clayton [mailto:CTavernier at ksplastic.com] Sent: Friday, May 09, 2003 4:44 PM To: RT Users (E-mail) Subject: [rt-users] make initialize-database error I'm trying to install RT3 on an RH8 box using mysql and fastcgi. I've gotten through most of the process but I get the below error message when I try 'make initialize-database'. I've reset the password in RT_SiteConfig.pm and I've tried to set the password for rt-user in mysql via Webmin. What am I missing or doing wrong? Clayton [root at ksirh217 rt-3-0-1]# make initialize-database /usr/bin/perl //opt/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, Use of uninitialized value in concatenation (.) or string at //opt/rt3/sbin/rt-setup-database line 197. this script needs to connect to your mysql instance on 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 [Fri May 9 00:04:03 2003] [crit]: Connect Failed Access denied for user: 'rt_user at localhost' (Using password: YES) at //opt/rt3/sbin/rt-setup-database line 284 (/opt/rt3/lib/RT.pm:228) make: *** [initialize-database] Error 255 -------------- next part -------------- An HTML attachment was scrubbed... URL: From mick at onramp.ca Tue May 13 12:08:05 2003 From: mick at onramp.ca (Mick Szucs) Date: 13 May 2003 12:08:05 -0400 Subject: [rt-users] RT2 to RT3 conversion troubles - In-Reply-To: <1052839651.2594.128.camel@hal9000.internal.onramp.ca> References: <1052766791.2594.70.camel@hal9000.internal.onramp.ca> <1052839651.2594.128.camel@hal9000.internal.onramp.ca> Message-ID: <1052842084.2594.143.camel@hal9000.internal.onramp.ca> Manually edited t-1007 to remove the ! and ran into trouble at 1075. But now everything is screwed again. Get this: Attempts to run the conversion script again now fail with: --- Can't modify not in scalar assignment at /opt/rt3/lib/RT/ACE_Overlay.pm line 539, near ");" BEGIN not safe after errors--compilation aborted at /opt/rt3/lib/RT/ACE_Overlay.pm line 883. --- Wait, it's interesting, I promise. Line 883 in my newly installed /opt/rt3/lib/RT/ACE_Overlay.pm looks like: ! my %args = ( PrincipalId => undef, Phantom "!" again! Here's the output of a diff between the ACE_Overlay.pm in the tarball and the one that's causing trouble now: # diff ACE_Overlay.pm /opt/rt3/lib/RT/ACE_Overlay.pm 538c538 < my %args = ( PrincipalId => undef, --- > ! my %args = ( PrincipalId => undef, Any ideas on this one? I'm growing suspicious that this is not specifically a problem with RT, but some rather weird behaviour from Perl on this machine. Redhat 9. I can't think of any reason why the modules themselves should be edited like this. Opinions would be greatly appreciated. Thanks, Mick From johan.vandendorpe at framestore-cfc.com Tue May 13 13:14:47 2003 From: johan.vandendorpe at framestore-cfc.com (Johan van den Dorpe) Date: Tue, 13 May 2003 18:14:47 +0100 Subject: [rt-users] Apache::DBI problems Message-ID: <3EC12807.104@framestore-cfc.com> Hi all I've been trying to setup Request Tracker 3 this afternoon. I've followed the instructions provided. I've followed all the steps and got everything going to the point of pointing my web browser at the server running RT. When I do this I get a 500 Internal Server Error, and apache's error_log says: [Tue May 13 18:00:24 2003] [error] Can't locate object method "connect" via package "Apache::DBI::connect" at /usr/lib/perl5/site_perl/5.6.1/i386-linux/DBI.pm line 474. I'm running Redhat 7.3, Apache 1.3.27 (compiled with mod_perl 1.27) and Request Tracker 3. I've installed all required CPAN modules, including DBI 1.35, DBD::mysql 2.1026 and Apache::DBI 0.91. I've noticed a bunch of people have similar problems along these lines before. A common suggestion has been to make sure that 'PerlModule Apache::DBI' is above anything that needs to use it, which i've done as per the instructions provided with RT. I've also noticed this problem (see link below) when trying to run 'make test' on Apache::DBI, but the post says that shouldn't be a problem. I've tested earlier versions of the CPAN modules affected, but these either don't change the problem or aren't compatible with what HTML::Mason and webmux.pl http://mathforum.org/epigone/modperl/hamspoachah/B5DED046-7F0B-11D7-A83C-000A95796C18 at develooper.com Any suggestions of where I'm going wrong would be greatly appreciated! -- Johan van den Dorpe From mick at onramp.ca Tue May 13 13:52:01 2003 From: mick at onramp.ca (Mick Szucs) Date: 13 May 2003 13:52:01 -0400 Subject: [rt-users] RT2 to RT3 conversion troubles - In-Reply-To: <1052842084.2594.143.camel@hal9000.internal.onramp.ca> References: <1052766791.2594.70.camel@hal9000.internal.onramp.ca> <1052839651.2594.128.camel@hal9000.internal.onramp.ca> <1052842084.2594.143.camel@hal9000.internal.onramp.ca> Message-ID: <1052848321.2595.175.camel@hal9000.internal.onramp.ca> On Tue, 2003-05-13 at 12:08, Mick Szucs wrote: > Wait, it's interesting, I promise. > > Line 883 in my newly installed /opt/rt3/lib/RT/ACE_Overlay.pm looks > like: > > ! my %args = ( PrincipalId => undef, > > Phantom "!" again! Okay - definitely not RT's fault. Sorry for clogging your Inbox with my thought process. I became extra suspicious when tar refused to uncompress the rt tarball I had used just minutes earlier, saying that it had invalid CRC. Decided to put the machine through its paces a few times. I downloaded the Linux Kernel source tarball and intended to uncompress it 10 times into separate directories and compare the differences. I was only able to do so 3 times before the tarball was no longer usable (CRC errors) and there were differences between the directories produced by pass 1 and pass 3, including the addition of a couple "!" here and there in various bits of code. Not sure what's wrong, but I'm pretty sure it's nothing you all need to concern yourself with. Hopefully this means the conversion will be as smooth once I get the hardware issues straightened out. Thanks for your time, Mick From Greg.Hering at bench.com Tue May 13 15:42:39 2003 From: Greg.Hering at bench.com (Greg.Hering at bench.com) Date: Tue, 13 May 2003 14:42:39 -0500 Subject: [rt-users] Installation issues Message-ID: <1E11D88103D7BF44AF240F64215087B302354509@al-ex01.al.bench.com> This is your Mason code being spit out as text. You aren't calling the Mason handler, which will format this into nice pretty HTML. This is not 'Perl' causing it, per se. You just don't have the server configured properly yet. That's the reason for the VirtualHost section. Nothing about virtual, but it puts all the new stuff in one place and doesn't mess up the server if you AREN'T using it ONLY for RT. In the httpd.conf Listen 192.168.0.1:80 # test page Listen 192.168.0.1:8080 # RT page #Port 80 DocumentRoot /opt/rt3/html/share ...regular stuff from the example When you browse to the site you get port 80 and the default root, /usr/local/apache/htdocs or whatever. Then I have a link in that index.html Request Tracker. Don't forget to edit RT_Siteconfig.pm and change the WebBaseURL value. Set( $WebBaseURL , http://192.168.0.1:8080 ); You could probably swap the 80 and the 8080, that is, move the regular test page onto port 8080 and not use it, but I haven't tried that. Greg Gregory L. Hering (256) 722-6420 4807 Bradford Dr Benchmark Electronics, Inc. Hunvtsville, Al 35805 -----Original Message----- From: James Doutsis [mailto:rt at doutsis.com] Sent: Wednesday, May 07, 2003 8:17 PM To: rt-users at lists.fsck.com Subject: [rt-users] Installation issues Hi all, I'm new the the RT world and am trying to set it up. After RT is installed, and the virual server is added in Apache, I browse to the server and am getting the following : ---- %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explictly superceded by other copyright notices) %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org . %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# Unless otherwise specified, all modifications, corrections or %# extensions to this work which alter its source code become the %# property of Best Practical Solutions, LLC when submitted for %# inclusion in the work. %# %# %# END LICENSE BLOCK <& /Elements/Header, Title=>loc("RT at a glance"), Refresh => $session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab => '', Title=>loc("RT at a glance") &> ** TEXT TAKEN OUT OF HERE DUE TO FORMATTING PROBLEMS <%init> if ( $ARGS{'q'} ) { my $query = $ARGS{'q'}; if ( $query =~ m/^\s*(\d+)\s*$/ ) { $m->redirect("$RT::WebPath/Ticket/Display.html?id=$1"); } $session{'tickets'} = RT::Tickets->new( $session{'CurrentUser'} ); if ( $query =~ m/\@/ ) { $session{'tickets'}->LimitRequestor( VALUE => $query, OPERATOR => '=', ); $m->redirect("$RT::WebPath/Search/Listing.html"); } # # Any search on queue name or subject will be for new/open tickets # only. # $session{'tickets'}->LimitStatus( VALUE => $_, OPERATOR => '=', ) for qw(open new); my $queue = RT::Queue->new( $session{'CurrentUser'} ); if ( $queue->Load($query) && $queue->Id ) { $session{'tickets'}->LimitQueue( VALUE => $queue->Id, OPERATOR => '=', ); $m->redirect("$RT::WebPath/Search/Listing.html"); } $session{'tickets'}->LimitSubject( VALUE => $query, OPERATOR => 'LIKE' ); $m->redirect("$RT::WebPath/Search/Listing.html"); } if ($ARGS{'HomeRefreshInterval'}) { $session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; } ---- I've tried several installs of RT with a fresh installs of Linux (using Redhat 8), tried using Postgres and MySQL databases and different perl mods all with no luck. As you can probably guess, I am no Linux expert although I get things done, it just takes my time :) Any help would be greatly apprecaited! Kind regards, James Doutsis -------------- next part -------------- An HTML attachment was scrubbed... URL: From amelton at gservices-us.com Tue May 13 16:18:33 2003 From: amelton at gservices-us.com (Andy Melton) Date: Tue, 13 May 2003 13:18:33 -0700 Subject: [rt-users] Initial Login Message-ID: <002b01c3198c$d3fb3f40$6600a8c0@amm8200> I just built and installed RT 3.0.2. I believe that I accepted the default username/password combination of rt_user and rt_pass, but I'm unable to login to the system for the first time. Did I miss a step? Are there any ways to figure out why I can't connect? Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Greg.Hering at bench.com Tue May 13 16:25:30 2003 From: Greg.Hering at bench.com (Greg.Hering at bench.com) Date: Tue, 13 May 2003 15:25:30 -0500 Subject: [rt-users] Initial Login Message-ID: <1E11D88103D7BF44AF240F64215087B30235450D@al-ex01.al.bench.com> rt_user and rt_pass are username/password for the MySql database. You won't login to the database directly if you browse to the web interface page. Step 8 from the README says: NOTE: root's password for the web interface is "password". (without the quotes.) Not changing it is a SECURITY risk. You can change it from within the web interface. Greg Gregory L. Hering (256) 722-6420 4807 Bradford Dr Benchmark Electronics, Inc. Hunvtsville, Al 35805 -----Original Message----- From: Andy Melton [mailto:amelton at gservices-us.com] Sent: Tuesday, May 13, 2003 3:19 PM To: rt-users at lists.fsck.com Subject: [rt-users] Initial Login I just built and installed RT 3.0.2. I believe that I accepted the default username/password combination of rt_user and rt_pass, but I'm unable to login to the system for the first time. Did I miss a step? Are there any ways to figure out why I can't connect? Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From checkpoint at ozbergs.com Tue May 13 18:12:58 2003 From: checkpoint at ozbergs.com (Stevo) Date: Tue, 13 May 2003 15:12:58 -0700 Subject: [rt-users] RT2 & RT3 on the same machine?? Message-ID: <012401c3199c$cf9d9730$0a02010a@renditionnetworks.com> Is it possible to have both RT2 and RT3 loaded on the same box?? I had RT2 running just fine and put RT3 on the same box today (in a different dir of course). I don't have any dependency issues, but when I try to start apache I get an error... If I comment out the part of the httpd.conf file that pertains to the RT2 install, Apache starts up just fine. Here's the startup error... [root at tickets Request]# apachectl start [Tue May 13 15:47:44 2003] [error] Can't load '/usr/local/lib/perl5/site_perl/5.8.0/i686-linux/auto/Apache/Cookie/Cookie.so' for module Apache::Cookie: libapreq.so.1: cannot open shared object file: No such file or directory at /usr/local/lib/perl5/5.8.0/i686-linux/DynaLoader.pm line 229. at /usr/local/lib/perl5/site_perl/5.8.0/i686-linux/mod_perl.pm line 14 Compilation failed in require at /usr/local/rt2/bin/webmux.pl line 80. BEGIN failed--compilation aborted at /usr/local/rt2/bin/webmux.pl line 80. Compilation failed in require at (eval 6) line 1. Syntax error on line 992 of /usr/local/apache/conf/httpd.conf: Can't load '/usr/local/lib/perl5/site_perl/5.8.0/i686-linux/auto/Apache/Cookie/Cookie.so' for module Apache::Cookie: libapreq.so.1: cannot open shared object file: No such file or directory at /usr/local/lib/perl5/5.8.0/i686-linux/DynaLoader.pm line 229. at /usr/local/lib/perl5/site_perl/5.8.0/i686-linux/mod_perl.pm line 14 Compilation failed in require at /usr/local/rt2/bin/webmux.pl line 80. BEGIN failed--compilation aborted at /usr/local/rt2/bin/webmux.pl line 80. Compilation failed in require at (eval 6) line 1. /usr/sbin/apachectl start: httpd could not be started -------------- next part -------------- An HTML attachment was scrubbed... URL: From CTavernier at ksplastic.com Tue May 13 18:21:17 2003 From: CTavernier at ksplastic.com (Tavernier, Clayton) Date: Tue, 13 May 2003 15:21:17 -0700 Subject: [rt-users] make initialize-database error Message-ID: <878C4F4A3000004DA97043EBF896B0F37373DE@server7.ksplastic.com> The 'make dropdb' just removes the rt3 database so you can try again. I've been dropping the database via Webmin anyway. But when I look, there is no 'rt_user' to remove. I made the 'rt' group, should I be making an 'rt_user' too? Clayton Tavernier IS Consultant Kennerly-Spratling, Inc. (510) 667-3795 -----Original Message----- From: Greg.Hering at bench.com [mailto:Greg.Hering at bench.com] Sent: Tuesday, May 13, 2003 8:54 AM To: CTavernier at ksplastic.com; rt-users at lists.fsck.com Subject: RE: [rt-users] make initialize-database error I think you are supposed to 'make dropdb' and try it again. If you already created the rt3 user and reset the password you may have RT and MySQL out of sync. Greg Gregory L. Hering (256) 722-6420 4807 Bradford Dr Benchmark Electronics, Inc. Hunvtsville, Al 35805 -----Original Message----- From: Tavernier, Clayton [mailto:CTavernier at ksplastic.com] Sent: Friday, May 09, 2003 4:44 PM To: RT Users (E-mail) Subject: [rt-users] make initialize-database error I'm trying to install RT3 on an RH8 box using mysql and fastcgi. I've gotten through most of the process but I get the below error message when I try 'make initialize-database'. I've reset the password in RT_SiteConfig.pm and I've tried to set the password for rt-user in mysql via Webmin. What am I missing or doing wrong? Clayton [root at ksirh217 rt-3-0-1]# make initialize-database /usr/bin/perl //opt/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, Use of uninitialized value in concatenation (.) or string at //opt/rt3/sbin/rt-setup-database line 197. this script needs to connect to your mysql instance on 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 [Fri May 9 00:04:03 2003] [crit]: Connect Failed Access denied for user: 'rt_user at localhost' (Using password: YES) at //opt/rt3/sbin/rt-setup-database line 284 (/opt/rt3/lib/RT.pm:228) make: *** [initialize-database] Error 255 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ralexander at musiciansfriend.com Tue May 13 18:23:37 2003 From: ralexander at musiciansfriend.com (Ron Alexander) Date: 13 May 2003 15:23:37 -0700 Subject: [rt-users] Changing sort order of Ticket history Message-ID: <1052864617.10695.591.camel@ronsBox> I have looked in the archives and RTFM and despite the appearance of the question in multiple threads I can't find an answer. I(my boss) want the history to appear with the most recent comment/correspondence at the top of the history list. I found what I believe to be the appropriate snippet of code in WebRT/html/Ticket/Elements/ShowHistory and tried the following modification: ln 22-25 ShowHistory -% while (my $Transaction = $Transactions->Next) { +% while (my $Transaction = $Transactions->Previous) { -% $i++; +% $i--; -% if ($Transactions->IsLast) { +% if ($Transactions->IsFirst) { - + This doesn't work for what I guess are pretty obvious reasons. I created a couple methods on the $Transactions object out of thin air. I think I would need to change them in lib/RT/Transactions.pm but I can't seem to find methods in there for Next either. Can anyone give me a few pointers or the hack if it is done already? Thanks a bundle, Ron -- /************************************************************ * Ron Alexander ralexander at musiciansfriend.com * * Programmer/Analyst Musician's Friend, Inc.* * Phone:(541)774-5362 http://www.musiciansfriend.com * ************************************************************/ From falcon at rasterburn.com Tue May 13 18:41:27 2003 From: falcon at rasterburn.com (Rob Starkey) Date: Tue, 13 May 2003 15:41:27 -0700 Subject: [rt-users] RT hosting. Message-ID: <01e201c319a0$ca558590$0890a63f@smellycat> Howdy, Anyone out there offering a RT hosting product? Thanks, Rob From bash at eece.unm.edu Tue May 13 18:50:09 2003 From: bash at eece.unm.edu (B. Ash) Date: Tue, 13 May 2003 16:50:09 -0600 Subject: [rt-users] rt2 -> rt3 version 1.12 failure. Message-ID: <3EC176A1.60302@eece.unm.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, I am still running into errors while attempting to upgrade to rt3.0.1. I have discovered that if I remove the tickets after they have been imported using dumpfile-to-rt-3.0, the script will move on to next ticket that failed to be imported on the first run. This ticket will be imported along with a handful of others, and then the error about the "NewValue for HASH" comes up again. If I remove the next batch of tickets which happened to be imported, and then start the script again it will continue to import another random size group of tickets, and once again end in the HASH error below. I did this for a while. It seems that this method is imperfect and will probably not work. I am running mysql 4.0.12, perl-5.8.0, and have all of the modules needed to run rt3. I have tried this script under Linux, Solaris, and FreeBSD, all end with the same error. I think it has something to do with the way the rt data is laid out for the old version? Cheers, - -b. ash Importing groups [Tue May 13 22:35:34 2003] [crit]: 1 (/usr/local/rt3/lib/RT/ACE_Overlay.pm:884) [Tue May 13 22:35:34 2003] [crit]: Can't load a principal for id (/usr/local/rt3/lib/RT/ACE_Overlay.pm:885) Importing tickets...t-1 .t-2 .t-3 .t-4 .t-5 .t-6 .t-7 .t-8 .t-9 .t-10 .t-11 .t-12 t-4 t-5 t-6 t-7 t-8 t-9 t-10 t-11 t-12 t-13 t-14 t-15 t-16 t-17 t-18 t-19 t-20 t-21 t-22 t-23 t-24 t-25 t-26 t-27 t-28 t-29 t-30 t-31 t-32 [Tue May 13 22:39:54 2003] [crit]: What do I do with NewValue for HASH(0x90eec48). It is a HASH at dumpfile-to-rt-3.0 line 347. ~ (/usr/local/rt3/lib/RT.pm:228) - -- - ------------------ <-=-> ---------------------- Benjamin Ash Systems Analyst II ECE Dept. University of New Mexico | University of New Mexico, 87131 +1 505 277 1082 /Fax +1 505 277 1439 | e-mail: bash at eece.unm.edu - ------------------ <-o-> ---------------------- -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.1 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQE+wXahXkk94+rPTdoRAihzAKC/QNfC77v2gWBwe/uhrPX3EdiBOQCdFv+8 61exvJxaAaomNws4VYO1Mi4= =b02c -----END PGP SIGNATURE----- From justincl at u.washington.edu Tue May 13 19:03:09 2003 From: justincl at u.washington.edu (justin m. clayton) Date: Tue, 13 May 2003 16:03:09 -0700 (PDT) Subject: [rt-users] hack using mod_auth_kerb and self service web ui Message-ID: I'm not sure how exactly to phrase this, but I hope I can get my point across. I don't *have* a hack yet, but I'd like to try and set up a seamless system to do the following: Using mod_auth_kerb with apache1, I'm currently able to get users to log in that have never touched RT before. It creates the user, but of course no email address. I'd like to take their kerberos principal and use it to formulate a default email address (username at ee.washington.edu). I'd also like users that are created via web logins to be unpriviledged by default so that they'd automatically get the self service ui: currently they get the default home page, even though they have no access to anything. My only other issue is that if users email in a request, and that system creates an account for them, the kerb account won't match (and, in fact, won't allow concurrent use of a single email address), and the charade is over. I really would like to avoid any steps for the admin on a per-account basis to get this to work. Is this a pipe dream? Justin Clayton VLSI Research System Administrator University of Washington Electrical Engineering Dept justincl at u.washington.edu 206/543.2523 EE/CSE 307E From jesse at bestpractical.com Tue May 13 21:35:47 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 13 May 2003 21:35:47 -0400 Subject: [rt-users] rt2 -> rt3 version 1.12 failure. In-Reply-To: <3EC176A1.60302@eece.unm.edu> References: <3EC176A1.60302@eece.unm.edu> Message-ID: <20030514013547.GZ28117@fsck.com> On Tue, May 13, 2003 at 04:50:09PM -0600, B. Ash wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Hi, > > I am still running into errors while attempting to upgrade to rt3.0.1. > > I have discovered that if I remove the tickets after they have been > imported using dumpfile-to-rt-3.0, the script will move on to next > ticket that failed to be imported on the first run. This ticket will be > imported along with a handful of others, and then the error about the > "NewValue for HASH" comes up again. Can you send us the ticket dump file that contains the hash for NewValue? From rong at formsys.com Tue May 13 22:52:59 2003 From: rong at formsys.com (Ron Goodwin) Date: Wed, 14 May 2003 10:52:59 +0800 Subject: [rt-users] rt301 install problem - initializing Db In-Reply-To: <193638427.1052504438@matty> Message-ID: Just for info. I noticed while installing the DBI package that it warns the user to delete the temporary files created before installing DBD::. I whacked the build/DBI directory and DBD::mysql built, tested and installed ok. Ron -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Matthew Watson Sent: Friday, 9 May 2003 6:21 PM To: Ron Goodwin; rt-users at lists.fsck.com Subject: Re: [rt-users] rt301 install problem - initializing Db Always try chucking your error into google, its amazing what can be found :) http://www.mysql.com/doc/en/Perl_support_problems.html Matt Watson. --On Friday, 9 May 2003 3:48 PM +0800 Ron Goodwin wrote: > After a great deal of hassle installing the dependent perl modules, I > finally installed rt then in the 'make initialize-database' I get the > error... > > Password: /usr/bin/perl: relocation error: > /usr/lib/perl5/site_perl/5.6.1/i386-linux/auto/DBD/mysql/mysql.so: > undefined symbol: mysql_init > make: *** [initialize-database] Error 127 > > I have searched the list archives but the 2 similar problems I found > (Mar/May 2003) had no replies. Does anyone have any idea? > > I did notice that following the 'make install' it says to edit > RT_SiteConfig.pm, but in the RT3 Draft Manual that step comes after > setting up the Db. RT_SiteConfig.pm is empty on installation, so > wondered if this was the problem???? > > > Ron Goodwin > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 aaronp at critd.com Tue May 13 22:56:55 2003 From: aaronp at critd.com (Aaron Paetznick) Date: Tue, 13 May 2003 21:56:55 -0500 Subject: [rt-users] RT3, Apache2, mod_perl2 success stories? Message-ID: <3EC1B077.2090801@critd.com> I'm trying to get RequestTracker v3.0.2, Apache v2.0.45, and mod_perl v1.99_09 to work together. Previous posts to the mailing list have had similar problems, but no resolution. I know this combo isn't recommended, but it _should_ work, right? Here is my config: PerlRequire /usr/local/www/resources/RequestTracker/bin/webmux.pl Alias /tracker /usr/local/www/resources/RequestTracker/share/html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler +RT::Mason PerlOptions +GlobalRequest ...this makes Apache fail to start. Here's the error: [Tue May 13 21:45:31 2003] [error] Global $r object is not available. Set: PerlOptions +GlobalRequest in httpd.conf at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 569. Compilation failed in require at (eval 221) line 1. [Tue May 13 21:45:31 2003] [error] Can't load Perl file: /usr/local/www/resources/RequestTracker/bin/webmux.pl for server www.critd.com:0, exiting... ...any ideas? Is anybody running these versions successfully? Any suggestions? Thanks! --Aaron From jaq at spacepants.org Wed May 14 00:18:22 2003 From: jaq at spacepants.org (Jamie Wilkinson) Date: Wed, 14 May 2003 14:18:22 +1000 Subject: [rt-users] RT3, Apache2, mod_perl2 success stories? In-Reply-To: <3EC1B077.2090801@critd.com> References: <3EC1B077.2090801@critd.com> Message-ID: <20030514041821.GA4318@spacepants.org> This one time, at band camp, Aaron Paetznick wrote: >I'm trying to get RequestTracker v3.0.2, Apache v2.0.45, and mod_perl >v1.99_09 to work together. Previous posts to the mailing list have had >similar problems, but no resolution. I know this combo isn't >recommended, but it _should_ work, right? Here is my config: I'm running 3.0.1 with Apache 2.0.40 and mod_perl 1.99 from Red Hat 8.0. I posted the httpd config fragment to the list a while back and some urls to the mail archive -- sometime around March or April this year. -- jaq at spacepants.org http://spacepants.org/jaq.gpg From bill at daze.net Wed May 14 00:33:37 2003 From: bill at daze.net (bill at daze.net) Date: Tue, 13 May 2003 21:33:37 -0700 (PDT) Subject: [rt-users] Re: RT hosting. Message-ID: <20030513212904.Y49540-100000@droid.daze.net> Rob, > Anyone out there offering a RT hosting product? Not specifically as a standalone product, however RT should install and run fine on our FreeBSD VDS (Virtual Dedicated Server) hosting accounts. Regards, Bill -- Spam Trap Mail Key: ASK and you shall receive From butch at infowest.com Wed May 14 01:46:22 2003 From: butch at infowest.com (Cassidy B. Larson) Date: Tue, 13 May 2003 23:46:22 -0600 Subject: [rt-users] rt2 -> rt3 version 1.12 failure. In-Reply-To: <20030514013547.GZ28117@fsck.com> Message-ID: On 5/13/03 7:35 PM, "Jesse Vincent" wrote: > On Tue, May 13, 2003 at 04:50:09PM -0600, B. Ash wrote: >> -----BEGIN PGP SIGNED MESSAGE----- >> Hash: SHA1 >> >> Hi, >> >> I am still running into errors while attempting to upgrade to rt3.0.1. >> >> I have discovered that if I remove the tickets after they have been >> imported using dumpfile-to-rt-3.0, the script will move on to next >> ticket that failed to be imported on the first run. This ticket will be >> imported along with a handful of others, and then the error about the >> "NewValue for HASH" comes up again. > > Can you send us the ticket dump file that contains the hash for > NewValue? > I've been experiencing the same problems since around the 1.9 import util. My dump->rt3 gets to ticket2 then craps out on the same error, though different HASH reference. Attached is my ticket #2. If it means anything, this was a ticket that has since been imported from the 1.x series to 2.x. Also, I have pruned old killed tickets in the past, and there is NOT a t-3 listed. Could this be the culprit? Running FreeBSD, perl5.6.1, mysql4.0.12. --c ---- Cassidy B. Larson -- Network Operations Manager InfoWest, Inc. * 596 E. Tabernacle * St. George, UT 84770 Voice: 435-674-0165 * FAX: 435-674-9654 butch at infowest.com ---- -------------- next part -------------- A non-text attachment was scrubbed... Name: t-2 Type: application/octet-stream Size: 8162 bytes Desc: not available URL: From hwagener at hamburg.fcb.com Wed May 14 03:58:31 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Wed, 14 May 2003 09:58:31 +0200 Subject: [rt-users] RT2 & RT3 on the same machine?? In-Reply-To: <012401c3199c$cf9d9730$0a02010a@renditionnetworks.com> References: <012401c3199c$cf9d9730$0a02010a@renditionnetworks.com> Message-ID: <20030514075831.GA10577@hamburg.fcb.com> On Tue, May 13, 2003 at 03:12:58PM -0700, Stevo wrote: > > Is it possible to have both RT2 and RT3 loaded on the same box?? Yes, but there are some caveats. One is not to do it with mod_perl in one apache instance. If possible, have RT run in it's own apache instance listening on another port when using mod_prl or use fastcgi/speedycgi for RT 3 if You want to use only one apache instance. Regards, Harald From stever at bitshop.com Wed May 14 06:24:13 2003 From: stever at bitshop.com (Steve Radich) Date: Wed, 14 May 2003 06:24:13 -0400 Subject: [rt-users] Re: RT hosting. Message-ID: We started to offer it a while ago but never got around to it. We're more a NT shop but are interested in RT, or similar package, hosting. If anyone is interested in some kind of partnership to bring some of the rt expertise with us bringing the network connectivity, support infrastructure, etc. contact me off list. As Bill said, rt, if you want to install it yourself, should run fine in a virtual dedicated server. If you want to colocate a 1U server we can do that at $50/month (far less than our normal rate, but I'll do anyone on this list at that price if interested). Steve Radich BitShop, Inc. - http://www.bitshop.com -----Original Message----- From: bill at daze.net [mailto:bill at daze.net] Sent: Wednesday, May 14, 2003 12:34 AM To: Rob Starkey Cc: rt-users at lists.fsck.com Subject: [rt-users] Re: RT hosting. Rob, > Anyone out there offering a RT hosting product? Not specifically as a standalone product, however RT should install and run fine on our FreeBSD VDS (Virtual Dedicated Server) hosting accounts. Regards, Bill -- 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 From mjj at isorauta.ntc.nokia.com Wed May 14 06:15:00 2003 From: mjj at isorauta.ntc.nokia.com (Mike Jackson) Date: Wed, 14 May 2003 13:15:00 +0300 Subject: [rt-users] email address format problem Message-ID: <20030514101500.GL28219@isorauta.ntc.nokia.com> Hi, RT 2.0.15 will not allow me to add a user with an email address such as: john.b.baggins at company.com It complains: * EmailAddress: Illegal value for EmailAddress Fine, I edited the email address manually in the database. Now when the user responds to a ticket, the mail does not get sent out. I've grepped through the perl scripts and modules to try to "fix" this problem, but couldn't seem to find it. It is a "must" to fix this, as this is how some of the smtp addresses are in our organization and I can't change that fact. Please point to the location of where I can fix this. I'm not going to upgrade to RT3 just to fix this, even if the fix is already included. I'll upgrade in due time :-) Thanks, Mike From nils.ketelsen at kuehne-nagel.com Wed May 14 06:23:45 2003 From: nils.ketelsen at kuehne-nagel.com (Nils Ketelsen) Date: Wed, 14 May 2003 12:23:45 +0200 Subject: [rt-users] email address format problem In-Reply-To: <20030514101500.GL28219@isorauta.ntc.nokia.com> Message-ID: <5.2.0.9.0.20030514122231.0248d618@194.151.203.161> At 13:15 14.05.2003 +0300, Mike Jackson wrote: >Hi, > RT 2.0.15 will not allow me to add a user with an email address such >as: > >john.b.baggins at company.com > > It complains: > > * EmailAddress: Illegal value for EmailAddress > > Fine, I edited the email address manually in the database. Bad Idea. > Now when the user responds to a ticket, the mail does not get sent out. > > I've grepped through the perl scripts and modules to try to "fix" this >problem, but couldn't seem to find it. > > It is a "must" to fix this, as this is how some of the smtp addresses >are in our organization and I can't change that fact. > > Please point to the location of where I can fix this. I'm not going to >upgrade to RT3 just to fix this, even if the fix is already included. >I'll upgrade in due time :-) A wild guess from my side: You were not able to create the user with this address, because it already existed. Maybe it was "autocreated on ticket submission" beforehand. Nils From mjj at isorauta.ntc.nokia.com Wed May 14 06:42:24 2003 From: mjj at isorauta.ntc.nokia.com (Mike Jackson) Date: Wed, 14 May 2003 13:42:24 +0300 Subject: [rt-users] email address format problem In-Reply-To: <5.2.0.9.0.20030514122231.0248d618@194.151.203.161> References: <20030514101500.GL28219@isorauta.ntc.nokia.com> <5.2.0.9.0.20030514122231.0248d618@194.151.203.161> Message-ID: <20030514104224.GM28219@isorauta.ntc.nokia.com> ext Nils Ketelsen (nils.ketelsen at kuehne-nagel.com) wrote: > At 13:15 14.05.2003 +0300, Mike Jackson wrote: > >Hi, > > RT 2.0.15 will not allow me to add a user with an email address such > >as: > > > >john.b.baggins at company.com > > > > It complains: > > > > * EmailAddress: Illegal value for EmailAddress > > > > Fine, I edited the email address manually in the database. > > Bad Idea. > > > Now when the user responds to a ticket, the mail does not get sent out. > > > > I've grepped through the perl scripts and modules to try to "fix" this > >problem, but couldn't seem to find it. > > > > It is a "must" to fix this, as this is how some of the smtp addresses > >are in our organization and I can't change that fact. > > > > Please point to the location of where I can fix this. I'm not going to > >upgrade to RT3 just to fix this, even if the fix is already included. > >I'll upgrade in due time :-) > > A wild guess from my side: You were not able to create the user with this > address, because it already existed. Maybe it was "autocreated on ticket > submission" beforehand. Hi, Actually a new RT installation won't let you add a user with an email address that has two dots before the @. At least with 2.0.15. Anyhow, the problem is solved now. I added a test user to my group and mails worked for him, but not _anyone_ else. I removed all users from the group and re-added them. That solved the problem. -- mike From d.fairs at cogtest.com Wed May 14 06:52:33 2003 From: d.fairs at cogtest.com (Dan Fairs) Date: Wed, 14 May 2003 11:52:33 +0100 Subject: [rt-users] User Selection (RT 3.0.1) Message-ID: <5.2.1.1.0.20030514114430.00a8f3f8@pop> Hi, I'm a bit new to RT, but having RT'd the FM and indeed the FAQ, but can't see this mentioned. I'm having trouble searching for users. When I go to Configuration -> Users -> Select a User, and type (for example) 'dan' into 'User Id Contains' I get no results back. This happens whatever criteria I select, and whether or not I check the 'disabled users' box. I have four privileged users, and an unprivileged user. My system is as follows: RH9 (thanks to Harald Wagener's research) MySQL 4.0.12 FastCGI 2.4.0 I'd be grateful for some pointers as to where to start looking for a solution. Many thanks, Dan Fairs -- d.fairs at cogtest.com Daniel Fairs From d.fairs at cogtest.com Wed May 14 07:34:48 2003 From: d.fairs at cogtest.com (Dan Fairs) Date: Wed, 14 May 2003 12:34:48 +0100 Subject: [rt-users] User Selection (RT 3.0.1) In-Reply-To: <5.2.1.1.0.20030514114430.00a8f3f8@pop> Message-ID: <5.2.1.1.0.20030514123338.00a8f540@pop> Apologies for replying to my own email, but I should have mentioned that searching from the People section of a ticket works fine. Seems to be restricted to Select a User from Configuration. Thanks, Dan At 11:52 14/05/2003 +0100, Dan Fairs wrote: >Hi, > >I'm a bit new to RT, but having RT'd the FM and indeed the FAQ, but can't >see this mentioned. > >I'm having trouble searching for users. When I go to Configuration -> >Users -> Select a User, and type (for example) 'dan' into 'User Id >Contains' I get no results back. This happens whatever criteria I select, >and whether or not I check the 'disabled users' box. I have four >privileged users, and an unprivileged user. > >My system is as follows: >RH9 (thanks to Harald Wagener's research) >MySQL 4.0.12 >FastCGI 2.4.0 > >I'd be grateful for some pointers as to where to start looking for a solution. > >Many thanks, >Dan Fairs > >-- >d.fairs at cogtest.com >Daniel Fairs >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- d.fairs at cogtest.com Daniel Fairs From iqbala at qwestip.net Wed May 14 09:58:00 2003 From: iqbala at qwestip.net (Asif Iqbal) Date: Wed, 14 May 2003 09:58:00 -0400 (EDT) Subject: [rt-users] cannot reply to more than two email addresses In-Reply-To: <20030514104224.GM28219@isorauta.ntc.nokia.com> Message-ID: Hi I noticed when I reply to a ticket from RT (2.0.13) It only gets to the first two email addresses that are in my CC and chop of the rest Did anyone else come across this issue ? suggestions ? solution(s) ? Thanks Asif -- From bash at eece.unm.edu Wed May 14 10:07:27 2003 From: bash at eece.unm.edu (B. Ash) Date: Wed, 14 May 2003 08:07:27 -0600 Subject: [rt-users] rt2 -> rt3 version 1.12 failure. In-Reply-To: <20030514013547.GZ28117@fsck.com> References: <3EC176A1.60302@eece.unm.edu> <20030514013547.GZ28117@fsck.com> Message-ID: <3EC24D9F.2000900@eece.unm.edu> Hi, I have attached t-32 and t-33, t-32 seems to get imported correctly, it seems to be t-33 that causes the problems with the hash for NewValue. b. ash Jesse Vincent wrote: >On Tue, May 13, 2003 at 04:50:09PM -0600, B. Ash wrote: > > >>-----BEGIN PGP SIGNED MESSAGE----- >>Hash: SHA1 >> >>Hi, >> >>I am still running into errors while attempting to upgrade to rt3.0.1. >> >>I have discovered that if I remove the tickets after they have been >>imported using dumpfile-to-rt-3.0, the script will move on to next >>ticket that failed to be imported on the first run. This ticket will be >>imported along with a handful of others, and then the error about the >>"NewValue for HASH" comes up again. >> >> > >Can you send us the ticket dump file that contains the hash for >NewValue? > > > -- ------------------ <-=-> ---------------------- Benjamin Ash Systems Analyst II ECE Dept. University of New Mexico | University of New Mexico, 87131 +1 505 277 1082 /Fax +1 505 277 1439 | e-mail: bash at eece.unm.edu -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: t-32 URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: t-33 URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 252 bytes Desc: not available URL: From ArtMorales at scionpharma.com Wed May 14 10:14:55 2003 From: ArtMorales at scionpharma.com (Art Morales) Date: Wed, 14 May 2003 10:14:55 -0400 Subject: [rt-users] Official Attachment Status Message-ID: Hello, After reading through the archives, I'm not entirely clear if attachments are supposed to be working in the latest version (3.0.2). Mine aren't, so before I dig down to figure out what I did wrong, I was wondering if we could get the official word. I'm running RH8, apache2/modperl1.99 (everything else works great) Thanks! Art From nate at cse.psu.edu Wed May 14 10:42:41 2003 From: nate at cse.psu.edu (Nathan Coraor) Date: Wed, 14 May 2003 10:42:41 -0400 (EDT) Subject: [rt-users] No permission to display that ticket Message-ID: <20030514144241.ECA1F39743@corona.cse.psu.edu> Hello, When my unpriviledged users submit tickets via the web, they get the following error: RT Error No permission to display that ticket If, after the ticket is created, they then try to view it, it works fine. It's just the first time the ticket attempts to display that this problem appears. Requestors are granted the "Show Ticket" priviledge at the queue level. This problem goes away if "Everyone" can "Show Ticket", however, then anyone can view others' tickets. Also, is there a priviledge I can grant to Requestors to be able to select keywords themselves via the web ticket creation form? It'd help us categorize tickets if they could choose them themselves. Thanks, --nate -------- nathan coraor cse it support nate at cse.psu.edu From seph at directionless.org Wed May 14 11:24:52 2003 From: seph at directionless.org (seph) Date: Wed, 14 May 2003 08:24:52 -0700 Subject: [rt-users] hack using mod_auth_kerb and self service web ui In-Reply-To: ("justin m. clayton"'s message of "Tue, 13 May 2003 16:03:09 -0700 (PDT)") References: Message-ID: You didn't say what version of rt you're using. This should all be possible in either rt2 or rt3, I have no idea about rt1. The mechanism are similar, but slightly different. > Using mod_auth_kerb with apache1, I'm currently able to get users to log > in that have never touched RT before. It creates the user, but of course > no email address. I'd like to take their kerberos principal and use it to > formulate a default email address (username at ee.washington.edu). I'd also > like users that are created via web logins to be unpriviledged by default > so that they'd automatically get the self service ui: currently they get > the default home page, even though they have no access to anything. This is easy. IIRC you'll need to modify the autohandler, or whatever is doing the user creation to specify an email address, and make it unprivledged. > My only other issue is that if users email in a request, and that system > creates an account for them, the kerb account won't match (and, in fact, > won't allow concurrent use of a single email address), and the charade is > over. I really would like to avoid any steps for the admin on a > per-account basis to get this to work. assuming you can get some sort of lookup system, to match the emails to principals, you can get rt to use it for email address canonicolization. (flat files would work, ldap would work, whatever you can code in perl, will work) seph From checkpoint at ozbergs.com Wed May 14 12:38:50 2003 From: checkpoint at ozbergs.com (Stevo) Date: Wed, 14 May 2003 09:38:50 -0700 Subject: [rt-users] RT3 & Exim Message-ID: <01ac01c31a37$4cda8a60$0a02010a@renditionnetworks.com> Hey Guys, I'm using Exim as my mta and want to be able to open tickets and update tickets using email. I've set up the following alias in /etc/aliases: rt: "|/usr/local/rt3/bin/rt-mailgate --queue general --action correspond --url http://itsupport.domain.com/" Below is the output from my Exim logs and below that is an email I get back after trying to open a ticket. Am I missing something in my config?? Thanks --Stevo --------------------------- 2003-05-13 18:14:36 19Fkqq-0000aJ-00 <= sberg at domain.com U=sberg P=local-esmtp S=531 id=Pine.LNX.4.44.0305131812450.2239-100000 at localhost.localdomain 2003-05-13 18:14:37 19Fkqq-0000aO-00 <= nobody at domain.com U=nobody P=local S=1563 2003-05-13 18:14:37 19Fkqq-0000aJ-00 => |/usr/local/rt3/bin/rt-mailgate --queue general --action correspond --url http://itsupport.domain.com/ D=system_aliases T=address_pipe 2003-05-13 18:14:37 19Fkqq-0000aJ-00 Completed 2003-05-13 18:14:37 19Fkqq-0000aO-00 => sberg D=localuser T=local_delivery 2003-05-13 18:14:37 19Fkqq-0000aO-00 Completed --------------------------- RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbirthisel at verio.net Wed May 14 12:58:10 2003 From: jbirthisel at verio.net (Joseph Birthisel) Date: Wed, 14 May 2003 16:58:10 +0000 (GMT) Subject: [rt-users] prog mailer (/bin/sh) exited with EX_TEMPFAIL Message-ID: Just installed RT3.0.1 on FreeBSD 4.8 using bsdpan_mod_perl_1.27, apache 1.3.27, sendmail 8.12.8, and mysql 4.1.0. Mail seems to just sit in the mqueue with EX_TEMPFAIL. Any thoughts? From mat at mat.cc Wed May 14 12:59:28 2003 From: mat at mat.cc (Mathieu Arnold) Date: Wed, 14 May 2003 18:59:28 +0200 Subject: [rt-users] Eudora problems Message-ID: <608182720.1052938768@andromede.reaumur.absolight.net> Hi, I'm experiencing problems with some users with Eudora. First, I've switched from utf-8 to iso-8859-15 for outgoing mails, it's a bit better for the body part. On the headers part, everything gets encoded in base64, and eudora does not get it right at all (though it did with utf-8 / base64). Is there a way to change from base64 to quoted-printable ? -- Mathieu Arnold From kend at xanoptix.com Wed May 14 13:09:10 2003 From: kend at xanoptix.com (kend at xanoptix.com) Date: Wed, 14 May 2003 13:09:10 -0400 (EDT) Subject: [rt-users] Qmail killed my outbound mail. *sigh* In-Reply-To: References: <20030514104224.GM28219@isorauta.ntc.nokia.com> Message-ID: <33378.10.20.2.212.1052932150.squirrel@alpha> Howdy, all. I installed RT 2.0.14 via Debian unstable, and had it working fine for several days. Then, last night, for unrelated reasons, I installed qmail instead of Exim. Suddenly, no more RT outbound mail. I un-installed qmail, and re-installed Exim -- everything works fine from the command-line (as it did when qmail was installed), but still no RT outbound mail. I've restarted and rebooted and so forth and so on, as well as making sure that the "sendmail" line in config.pm points to the correct wrapper, but nuttin'. Any idea which modules I should be looking at to track this down? I really, really, REALLY need to be able to send these mails, and my boss is going to shoot me -- a lot -- if I don't get it working again. Thanks, -Ken D'Ambrosio From ralexander at musiciansfriend.com Wed May 14 13:56:28 2003 From: ralexander at musiciansfriend.com (Ron Alexander) Date: 14 May 2003 10:56:28 -0700 Subject: [rt-users] HUD for RT? Message-ID: <1052934988.1863.114.camel@ronsBox> WebCollab has some nice features like the calendar and also their project home page. RT's homepage is kind of lacking information from a management standpoint. Has anyone tried to enhance a managerial reporting page that would give a more 'heads-up' view of project status and dependencies? http://webcollab.sourceforge.net/main_screen.jpg http://webcollab.sourceforge.net/task_list.jpg I know I can use search to filter results properly, but my manager would prefer to just click to a page and see a listing. He also wants to see dependencies and children on that same project status page. If you want a better example of what the webcollab page would look like with fuller projects let me know and I can email the pic off list. Thanks, Ron -- /************************************************************ * Ron Alexander ralexander at musiciansfriend.com * * Programmer/Analyst Musician's Friend, Inc.* * Phone:(541)774-5362 http://www.musiciansfriend.com * ************************************************************/ From mjj at isorauta.ntc.nokia.com Wed May 14 14:30:32 2003 From: mjj at isorauta.ntc.nokia.com (Mike Jackson) Date: Wed, 14 May 2003 21:30:32 +0300 Subject: [rt-users] how to edit the reply attribution? Message-ID: <20030514183032.GA11160@isorauta.ntc.nokia.com> Hi, I can't find it anywhere. It seems to combine the logged in user and date: [root - Wed May 14 20:27:05 2003]: I want to repace the logged in username with some default text. I don't want the requestors to be able to identify the username of the person who is answering their request. Thanks, Mike From midgard at garnetws.com Wed May 14 17:35:36 2003 From: midgard at garnetws.com (Miles Scruggs) Date: Wed, 14 May 2003 14:35:36 -0700 Subject: [rt-users] RE: RT and qmail In-Reply-To: <20030514111438.GG77674@grover.logicsquad.net> Message-ID: <000f01c31a60$c605b030$1701a8c0@canuck> I'm not sure that the problem lies in RT_SiteConfig.pm I have tried just about everyconfig for it and can't seem to get it working. There have been a couple other people posting to the list, but there doesn't seem to be very much help for us qmail users. Miles > > Dear Miles, > > I saw a few posts of yours on the rt-users mailing list at > lists.fsck.com. Did you ever resolve the problem of RT3 > cooperating with qmail? I am currently trying to set it up, > and cannot find the correct combination of options for > RT_SiteConfig.pm. > > Let me know if you worked it out. Thanks. From Greg.Hering at bench.com Wed May 14 18:12:02 2003 From: Greg.Hering at bench.com (Greg.Hering at bench.com) Date: Wed, 14 May 2003 17:12:02 -0500 Subject: [rt-users] make initialize-database error Message-ID: <1E11D88103D7BF44AF240F64215087B302354523@al-ex01.al.bench.com> I think you have something empty when it needs a value, probably in the RT_Config.pm or RT_SiteConfig.pm. I tried letting 'DatabaseHost' and 'DatabaseRTHost' be empty (i.e. '') like it suggested but that caused this error for me. Try putting them back to 'localhost' and making the db again. Would somebody smarter than me comment on this please? Look at this error message in your first post: "Use of uninitialized value in concatenation (.) or string at //opt/rt3/sbin/rt-setup-database line 197. " right after the statement "In order to create a new database and grant RT access to that database, " Make sure you separate things: You have Unix users and passwords and groups, RT users and passwords (in MySQL) and you have the user you run the web server as. If you drop the 'rt3' database, that doesn't change the users in the system table. The 'rt' group is a Unix thing rt_user at localhost is a MySQL connect string. Try listing the user table #mysql -u root (-p if you have a password) >show tables; (should see 'user') >select Host, User, Password from user; (list of users and their passwords) mine looks like +Host ------------ User --- Password localhost root localhost.dom root localhost localhost.dom localhost rt_user 1234abcd Does the root account have a password? If so you have to use it to connect and make tables. Is there a rt_user in the mysql.user table? The script should create it, not you. I think you got logged in as root and created the tables, but without a 'localhost' entry in the config file you didn't get a useable entry for 'rt_user' in the system user table. Sincerely, Greg Gregory L. Hering (256) 722-6420 4807 Bradford Dr Benchmark Electronics, Inc. Hunvtsville, Al 35805 -----Original Message----- From: Tavernier, Clayton [mailto:CTavernier at ksplastic.com] Sent: Tuesday, May 13, 2003 5:21 PM To: RT Users (E-mail) Cc: Hering, Greg Subject: RE: [rt-users] make initialize-database error The 'make dropdb' just removes the rt3 database so you can try again. I've been dropping the database via Webmin anyway. But when I look, there is no 'rt_user' to remove. I made the 'rt' group, should I be making an 'rt_user' too? Clayton Tavernier IS Consultant Kennerly-Spratling, Inc. (510) 667-3795 -----Original Message----- From: Greg.Hering at bench.com [mailto:Greg.Hering at bench.com] Sent: Tuesday, May 13, 2003 8:54 AM To: CTavernier at ksplastic.com; rt-users at lists.fsck.com Subject: RE: [rt-users] make initialize-database error I think you are supposed to 'make dropdb' and try it again. If you already created the rt3 user and reset the password you may have RT and MySQL out of sync. Greg Gregory L. Hering (256) 722-6420 4807 Bradford Dr Benchmark Electronics, Inc. Hunvtsville, Al 35805 -----Original Message----- From: Tavernier, Clayton [mailto:CTavernier at ksplastic.com] Sent: Friday, May 09, 2003 4:44 PM To: RT Users (E-mail) Subject: [rt-users] make initialize-database error I'm trying to install RT3 on an RH8 box using mysql and fastcgi. I've gotten through most of the process but I get the below error message when I try 'make initialize-database'. I've reset the password in RT_SiteConfig.pm and I've tried to set the password for rt-user in mysql via Webmin. What am I missing or doing wrong? Clayton [root at ksirh217 rt-3-0-1]# make initialize-database /usr/bin/perl //opt/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, Use of uninitialized value in concatenation (.) or string at //opt/rt3/sbin/rt-setup-database line 197. this script needs to connect to your mysql instance on 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 [Fri May 9 00:04:03 2003] [crit]: Connect Failed Access denied for user: 'rt_user at localhost' (Using password: YES) at //opt/rt3/sbin/rt-setup-database line 284 (/opt/rt3/lib/RT.pm:228) make: *** [initialize-database] Error 255 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Greg.Hering at bench.com Wed May 14 18:23:23 2003 From: Greg.Hering at bench.com (Greg.Hering at bench.com) Date: Wed, 14 May 2003 17:23:23 -0500 Subject: [rt-users] rt301 install problem - initializing Db Message-ID: <1E11D88103D7BF44AF240F64215087B302354524@al-ex01.al.bench.com> Dear Ron, If you think that's something that the module ought to do itself, could you forward this to CPAN. They have RT installed at rt.cpan.org. I almost submitted a bug report but doublechecked and found it was something I was doing wrong, so I'm not absolutely positive the public can submit, but it's worth a try. Also (just for info) I found, I think on this list, that changing to LANG=en_US got some things installing better. Mine's got 'en_US.UTF-8' by default and some modules won't install correctly with that setting. I found several modules that I had to 'force' or play with and that really increases the difficulty level of installing RT. Whining is free, but so is Perl, so where do we go! Sincerely, Gregory L. Hering (256) 722-6420 4807 Bradford Dr Benchmark Electronics, Inc. Hunvtsville, Al 35805 -----Original Message----- From: Ron Goodwin [mailto:rong at formsys.com] Sent: Tuesday, May 13, 2003 9:53 PM To: rt-users at lists.fsck.com Subject: RE: [rt-users] rt301 install problem - initializing Db Just for info. I noticed while installing the DBI package that it warns the user to delete the temporary files created before installing DBD::. I whacked the build/DBI directory and DBD::mysql built, tested and installed ok. Ron -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Matthew Watson Sent: Friday, 9 May 2003 6:21 PM To: Ron Goodwin; rt-users at lists.fsck.com Subject: Re: [rt-users] rt301 install problem - initializing Db Always try chucking your error into google, its amazing what can be found :) http://www.mysql.com/doc/en/Perl_support_problems.html Matt Watson. --On Friday, 9 May 2003 3:48 PM +0800 Ron Goodwin wrote: > After a great deal of hassle installing the dependent perl modules, I > finally installed rt then in the 'make initialize-database' I get the > error... > > Password: /usr/bin/perl: relocation error: > /usr/lib/perl5/site_perl/5.6.1/i386-linux/auto/DBD/mysql/mysql.so: > undefined symbol: mysql_init > make: *** [initialize-database] Error 127 > > I have searched the list archives but the 2 similar problems I found > (Mar/May 2003) had no replies. Does anyone have any idea? > > I did notice that following the 'make install' it says to edit > RT_SiteConfig.pm, but in the RT3 Draft Manual that step comes after > setting up the Db. RT_SiteConfig.pm is empty on installation, so > wondered if this was the problem???? > > > Ron Goodwin > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From ralexander at musiciansfriend.com Wed May 14 18:59:47 2003 From: ralexander at musiciansfriend.com (Ron Alexander) Date: 14 May 2003 15:59:47 -0700 Subject: [rt-users] Creating a conditional default requestor Message-ID: <1052953188.1863.139.camel@ronsBox> I would like to have a conditional default requestor. I think I have the line of pertinent code from path/to/rt2/WebRT/html/Ticket/Create.html Basically I want to do this: if ($QueueObj->Name == "BSD") { $req_mail = "theboss at here.com"; } else { $req_mail = $session{CurrentUser}->EmailAddress; } Yet for some reason this doesn't work. Should I be doing it this way or should I be looking to create a scrip? Ron -- /************************************************************ * Ron Alexander ralexander at musiciansfriend.com * * Programmer/Analyst Musician's Friend, Inc.* * Phone:(541)774-5362 http://www.musiciansfriend.com * ************************************************************/ From midgard at garnetws.com Wed May 14 19:49:48 2003 From: midgard at garnetws.com (Miles Scruggs) Date: Wed, 14 May 2003 16:49:48 -0700 Subject: [rt-users] RE: RT and qmail In-Reply-To: <20030514225249.GK77674@grover.logicsquad.net> Message-ID: <001101c31a73$8378a930$1701a8c0@canuck> > Thanks for your reply. > > I got RT auto-responding to emailed requests last night. I > read a mention that qmail's sendmail-clone was silently > dropping mails with mal-formed From: and Reply-To: headers. > Setting these: > > Set($CorrespondAddress , 'rt at logicsquad.net'); > Set($CommentAddress , 'rt at logicsquad.net'); > > fixed it. Then I have: > > Set($MailCommand , 'sendmailpipe'); > Set($SendmailArguments , "-t"); > Set($SendmailPath , "/var/qmail/bin/sendmail"); > > That seems sufficient. Ok autoresponding isn't my problem. I can't seem to get mail to be sent on ticket creating or modification even though all the actions are there, and scrips. Do users and creators get sent mail on your system? Miles From rong at formsys.com Wed May 14 20:17:41 2003 From: rong at formsys.com (Ron Goodwin) Date: Thu, 15 May 2003 08:17:41 +0800 Subject: [rt-users] rt301 install problem - initializing Db In-Reply-To: <1E11D88103D7BF44AF240F64215087B302354524@al-ex01.al.bench.com> Message-ID: There has to be an easier way. Like you say, I have had to force the installation of some modules (eg Apache::Sessions) and it looks like I will have to go with FastCGI since I cannot get Apache::Request to install. I know this software is 'free', but it certainly doesn't encourage people to switch to Linux - it's like going back to my very first DOS machine or Sinclair ZX80! Anyway I now have the problem of deciphering the RT_SiteConfig.pm file :) (Freeware whine complete) Ron -----Original Message----- From: Greg.Hering at bench.com [mailto:Greg.Hering at bench.com] Sent: Thursday, 15 May 2003 6:23 AM To: rong at formsys.com; rt-users at lists.fsck.com Subject: RE: [rt-users] rt301 install problem - initializing Db Dear Ron, If you think that's something that the module ought to do itself, could you forward this to CPAN. They have RT installed at rt.cpan.org. I almost submitted a bug report but doublechecked and found it was something I was doing wrong, so I'm not absolutely positive the public can submit, but it's worth a try. Also (just for info) I found, I think on this list, that changing to LANG=en_US got some things installing better. Mine's got 'en_US.UTF-8' by default and some modules won't install correctly with that setting. I found several modules that I had to 'force' or play with and that really increases the difficulty level of installing RT. Whining is free, but so is Perl, so where do we go! Sincerely, Gregory L. Hering (256) 722-6420 4807 Bradford Dr Benchmark Electronics, Inc. Hunvtsville, Al 35805 -----Original Message----- From: Ron Goodwin [mailto:rong at formsys.com] Sent: Tuesday, May 13, 2003 9:53 PM To: rt-users at lists.fsck.com Subject: RE: [rt-users] rt301 install problem - initializing Db Just for info. I noticed while installing the DBI package that it warns the user to delete the temporary files created before installing DBD::. I whacked the build/DBI directory and DBD::mysql built, tested and installed ok. Ron -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Matthew Watson Sent: Friday, 9 May 2003 6:21 PM To: Ron Goodwin; rt-users at lists.fsck.com Subject: Re: [rt-users] rt301 install problem - initializing Db Always try chucking your error into google, its amazing what can be found :) http://www.mysql.com/doc/en/Perl_support_problems.html Matt Watson. --On Friday, 9 May 2003 3:48 PM +0800 Ron Goodwin wrote: > After a great deal of hassle installing the dependent perl modules, I > finally installed rt then in the 'make initialize-database' I get the > error... > > Password: /usr/bin/perl: relocation error: > /usr/lib/perl5/site_perl/5.6.1/i386-linux/auto/DBD/mysql/mysql.so: > undefined symbol: mysql_init > make: *** [initialize-database] Error 127 > > I have searched the list archives but the 2 similar problems I found > (Mar/May 2003) had no replies. Does anyone have any idea? > > I did notice that following the 'make install' it says to edit > RT_SiteConfig.pm, but in the RT3 Draft Manual that step comes after > setting up the Db. RT_SiteConfig.pm is empty on installation, so > wondered if this was the problem???? > > > Ron Goodwin > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From nick at strongholdtech.com Wed May 14 20:21:07 2003 From: nick at strongholdtech.com (Nicolae P. Costescu) Date: Wed, 14 May 2003 20:21:07 -0400 Subject: [rt-users] re: Official Attachment Status Message-ID: <5.2.1.1.2.20030514201928.023caeb8@mail.qrts.com> >After reading through the archives, I'm not entirely clear if >attachments are supposed to be working in the latest version (3.0.2). >Mine aren't, so before I dig down to figure out what I did wrong, I was >wondering if we could get the official word. I'm running RH8, >apache2/modperl1.99 (everything else works great) >Art Glad :) to hear someone else is having the problem. I thought I was the only one. If anyone has a solution please do post. Thanks Nick From jesse at bestpractical.com Wed May 14 20:28:10 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 14 May 2003 20:28:10 -0400 Subject: [rt-users] Official Attachment Status In-Reply-To: References: Message-ID: <20030515002810.GD28117@fsck.com> On Wed, May 14, 2003 at 10:14:55AM -0400, Art Morales wrote: > > Hello, > > After reading through the archives, I'm not entirely clear if > attachments are supposed to be working in the latest version (3.0.2). > Mine aren't Can you actually define 'not working'? -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From butch at infowest.com Wed May 14 20:35:55 2003 From: butch at infowest.com (Cassidy B. Larson) Date: Wed, 14 May 2003 18:35:55 -0600 Subject: [rt-users] rt2 -> rt3 version 1.12 failure. In-Reply-To: Message-ID: Not sure if Jesse has had a chance to look at this issue yet or not. I found out, that ticket #2 did get imported correctly, though ticket #4 did not. Attached is the dump of t-4. Does anyone think that as there is no t-3 (from pruning killed tickets), that it might be the reason to crap out? --cassidy > I've been experiencing the same problems since around the 1.9 import util. > > My dump->rt3 gets to ticket2 then craps out on the same error, though > different HASH reference. > > Attached is my ticket #2. > > If it means anything, this was a ticket that has since been imported from > the 1.x series to 2.x. Also, I have pruned old killed tickets in the past, > and there is NOT a t-3 listed. Could this be the culprit? > > Running FreeBSD, perl5.6.1, mysql4.0.12. > ---- Cassidy B. Larson -- Network Operations Manager InfoWest, Inc. * 596 E. Tabernacle * St. George, UT 84770 Voice: 435-674-0165 * FAX: 435-674-9654 butch at infowest.com ---- -------------- next part -------------- A non-text attachment was scrubbed... Name: t-4.bin Type: application/octet-stream Size: 11776 bytes Desc: not available URL: From nick at strongholdtech.com Wed May 14 20:51:00 2003 From: nick at strongholdtech.com (Nicolae P. Costescu) Date: Wed, 14 May 2003 20:51:00 -0400 Subject: [rt-users] re: Official Attachment Status Message-ID: <5.2.1.1.2.20030514204842.024c5de8@mail.qrts.com> Jesse, When I first posted, I defined the problem thus.... Put an attachment into rt3.0.0, and when you go to get it out, it comes as encoded text that is corrupt - you can't open it back up with the original application (word, zip, whatever). However, pull up an attachment from a ticket that was entered into the system while it was rt2.0.9, and you can open the attachment! So it seems there might be a problem with entering attachments into rt3.0.0? Since I can retrieve attchmts that were put in while it was a 2.x system. Thanks Nick On Wed, May 14, 2003 at 10:14:55AM -0400, Art Morales wrote: > > Hello, > > After reading through the archives, I'm not entirely clear if > attachments are supposed to be working in the latest version (3.0.2). > Mine aren't Can you actually define 'not working'? **************************************************** Nicolae P. Costescu, Ph.D. / Senior Developer Stronghold Technologies 46040 Center Oak Plaza, Suite 160 / Sterling, Va 20166 Tel: 571-434-1472 / Fax: 571-434-1478 From ArtMorales at scionpharma.com Wed May 14 20:55:02 2003 From: ArtMorales at scionpharma.com (Art Morales) Date: Wed, 14 May 2003 20:55:02 -0400 Subject: [rt-users] Official Attachment Status Message-ID: Attachments appear to be there, but they are too small (thus corrupted). Art -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Wed 5/14/2003 8:28 PM To: Art Morales Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Official Attachment Status On Wed, May 14, 2003 at 10:14:55AM -0400, Art Morales wrote: > > Hello, > > After reading through the archives, I'm not entirely clear if > attachments are supposed to be working in the latest version (3.0.2). > Mine aren't Can you actually define 'not working'? -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From seph at directionless.org Wed May 14 23:03:31 2003 From: seph at directionless.org (seph) Date: Wed, 14 May 2003 20:03:31 -0700 Subject: [rt-users] Qmail killed my outbound mail. *sigh* In-Reply-To: <33378.10.20.2.212.1052932150.squirrel@alpha> ('s message of "Wed, 14 May 2003 13:09:10 -0400 (EDT)") References: <20030514104224.GM28219@isorauta.ntc.nokia.com> <33378.10.20.2.212.1052932150.squirrel@alpha> Message-ID: > Howdy, all. I installed RT 2.0.14 via Debian unstable, and had it working > fine for several days. Then, last night, for unrelated reasons, I > installed qmail instead of Exim. Suddenly, no more RT outbound mail. are there, perhaps, any logs? like from your MTA > as well as making sure that the "sendmail" line in config.pm points to the > correct wrapper, but nuttin'. have you read the comment above the MailCommand varible? I usually set it to "sendmailpipe" seph From ges at lumeta.com Wed May 14 16:59:11 2003 From: ges at lumeta.com (Glenn Sieb) Date: Wed, 14 May 2003 16:59:11 -0400 Subject: [rt-users] RT2: Killing Tickets & sending emails? Message-ID: <2957143937.1052931551@gsieb2.dhcp.corp.lumeta.com> I have a queue that's been dead for a while, and we want to just clean the queue out--I'd like to somehow kill the tickets without sending any notification to the users who requested them. Does "kill"ing the ticket do that? or making it "dead"? Thanks, Glenn --- Glenn E. Sieb System Administrator Lumeta Corporation +1 732 357-3514 (V) +1 732 564-0731 (Fax) From midgard at garnetws.com Thu May 15 02:58:14 2003 From: midgard at garnetws.com (Miles Scruggs) Date: Wed, 14 May 2003 23:58:14 -0700 Subject: [rt-users] Qmail killed my outbound mail. *sigh* In-Reply-To: Message-ID: <000701c31aaf$5b7d6790$1701a8c0@canuck> Hi I'm having the same problem (with slackware) but I can't get any outbound mail to work. > > > Howdy, all. I installed RT 2.0.14 via Debian unstable, and had it > > working fine for several days. Then, last night, for unrelated > > reasons, I installed qmail instead of Exim. Suddenly, no more RT > > outbound mail. > > are there, perhaps, any logs? like from your MTA My MTA doesn't see any mail from RT at all. RT logs just say that mail is being sent, but that is as far as it goes. > > as well as making sure that the "sendmail" line in > config.pm points to > > the correct wrapper, but nuttin'. > > have you read the comment above the MailCommand varible? I > usually set it to "sendmailpipe" I tried everywhich way in the config. About every combination I could think of but none worked. Been posting to the list for over a month now with few responses Miles From pape-rt at inf.fu-berlin.de Thu May 15 03:07:52 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Thu, 15 May 2003 09:07:52 +0200 Subject: [rt-users] Eudora problems In-Reply-To: <608182720.1052938768@andromede.reaumur.absolight.net> References: <608182720.1052938768@andromede.reaumur.absolight.net> Message-ID: <2147483647.1052989672@[10.0.255.35]> Hello, --Am Mittwoch, 14. Mai 2003 18:59 Uhr +0200 schrieb Mathieu Arnold : > I'm experiencing problems with some users with Eudora. > First, I've switched from utf-8 to iso-8859-15 for outgoing mails, it's a > bit better for the body part. On the headers part, everything gets encoded > in base64, and eudora does not get it right at all (though it did with > utf-8 / base64). > Is there a way to change from base64 to quoted-printable ? I would also like an option to choose QP-enconding in test/plain to support more MUAs. Dirk. From mat at mat.cc Thu May 15 03:39:06 2003 From: mat at mat.cc (Mathieu Arnold) Date: Thu, 15 May 2003 09:39:06 +0200 Subject: [rt-users] Eudora problems In-Reply-To: <2147483647.1052989672@[10.0.255.35]> References: <608182720.1052938768@andromede.reaumur.absolight.net> <2147483647.1052989672@[10.0.255.35]> Message-ID: <660961061.1052991546@andromede.reaumur.absolight.net> +-le 15/05/2003 09:07 +0200, Dirk Pape ?crivait : | Hello, | | --Am Mittwoch, 14. Mai 2003 18:59 Uhr +0200 schrieb Mathieu Arnold | : | |> I'm experiencing problems with some users with Eudora. |> First, I've switched from utf-8 to iso-8859-15 for outgoing mails, it's a |> bit better for the body part. On the headers part, everything gets |> encoded in base64, and eudora does not get it right at all (though it |> did with utf-8 / base64). |> Is there a way to change from base64 to quoted-printable ? | | I would also like an option to choose QP-enconding in test/plain to | support more MUAs. The biggest problem remaining the fact that RT kills non utf-8 incoming email with 8 bit in them. -- Mathieu Arnold From pape-rt at inf.fu-berlin.de Thu May 15 05:09:10 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Thu, 15 May 2003 11:09:10 +0200 Subject: [rt-users] Email threading in RT 3.0.2: worse than in RT 2 In-Reply-To: <2147483647.1052815626@[10.0.255.35]> References: <2147483647.1052762012@[10.0.255.35]> <20030512231601.GO28117@fsck.com> <2147483647.1052815626@[10.0.255.35]> Message-ID: <2147483647.1052996950@[10.0.255.35]> Hello Jesse, --Am Dienstag, 13. Mai 2003 8:47 Uhr +0200 schrieb Dirk Pape : > I am sure, I were not runnig a third party patch. Perhaps RT2 was > different in *not stripping* In-Reply-To- and Reference-Headers form > mails, when external MUAs created them. > > This would be a *step one* to restore threading functionality in RT3. I attach a patch that make me almost happy. It a) preserves all threading information, if RT is used as "gateway" between customer's and admin's MUAs. b) it always adds a reference to the first message of a ticket, so basic threading also works, if correspondance is through the web interface. to do: support creating more appropriate headers for correspondance from web interface (tracking which part of a ticket is replied to). Dirk. -------------- next part -------------- use strict; use vars qw/@ISA/; sub SetReferences { # by Dirk Pape, pape at inf.fu-berin.de my $self = shift; if ( ! $self->TransactionObj || ! $self->TransactionObj->Attachments || ! ( my $inMessage = $self->TransactionObj->Attachments->First ) ) { # when will this happen, and what ist to be done then??? # $self->SetHeader( 'In-Reply-To', # "TicketObj->id() . "\@" . $RT::rtname . ">" ); } else { # handle references header my $references = $inMessage->GetHeader( 'References'); my $inMessageId = $inMessage->GetHeader( 'Message-ID'); # put all refs in a hash to avoid doublets my %refs=(); map { $refs{$_}=1 } (split (/\s+/,$references)); # always add a reference to the first message of the Ticket # to be done!! if ( $self->TicketObj && $self->TicketObj->Transactions && (my $firstTransaction = $self->TicketObj->Transactions->First) ) { if ( $firstTransaction->Attachments && $firstTransaction->Attachments->First && (my $initialRef = $firstTransaction->Attachments->First->GetHeader( 'Message-ID') ) ) { $refs{$initialRef}=1; } } # add a reference to the message id of the inMessage if ( $inMessageId ) { $refs{ $inMessageId }=1; } # expand the hash $references = join(" ",keys(%refs)); # copy the header into the outgoing message if ( $references ) { $self->SetHeader( 'References', $references ); } # handle in-reply-to header # if the inmessage is a reply we assume correspondence that # will be forwarded, hence we copy the header into the outgoing message if ( my $inreplyto = $inMessage->GetHeader( 'In-Reply-To') ) { $self->SetHeader( 'In-Reply-To', $inreplyto ); } else { # otherwise we reply to the incoming message if ( $inMessageId ) { $self->SetHeader( 'In-Reply-To', $inMessageId ); } } } } From thuryn at aplis.cz Thu May 15 07:37:23 2003 From: thuryn at aplis.cz (=?iso-8859-2?q?Tom=E1=B9=20Hur=FDn?=) Date: Thu, 15 May 2003 13:37:23 +0200 Subject: [rt-users] RT3 and unpriviledged users Message-ID: <200305151337.23845.thuryn@aplis.cz> Hallo, I've a problem with managing users. When I create a non priviledged user (un check both of the check box for managing access) and click on the Select user, I see priviledged users (for examp. root) only. I cannot see other (no-staff) users. Do every one know, what's wrong? -- Tomas Huryn From d.fairs at cogtest.com Thu May 15 07:41:19 2003 From: d.fairs at cogtest.com (Dan Fairs) Date: Thu, 15 May 2003 12:41:19 +0100 Subject: [rt-users] RT3 and unpriviledged users In-Reply-To: <200305151337.23845.thuryn@aplis.cz> Message-ID: <5.2.1.1.0.20030515123720.034737d8@pop> Hi, I've been seeing this too (see my email User Selection RT 3.0.1). What platform are you running on, and what exact version are you running? If we can establish what the commonalities between the environments are, then we've more chance of finding a solution. Regards, Dan At 13:37 15/05/2003 +0200, =?iso-8859-2?q?Tom=E1=B9=20Hur=FDn?= wrote: >Hallo, > I've a problem with managing users. When I create a non priviledged > user (un >check both of the check box for managing access) and click on the Select >user, I see priviledged users (for examp. root) only. I cannot see other >(no-staff) users. > Do every one know, what's wrong? > >-- >Tomas Huryn >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- d.fairs at cogtest.com Daniel Fairs From thuryn at aplis.cz Thu May 15 08:03:22 2003 From: thuryn at aplis.cz (=?iso-8859-2?q?Tom=E1=B9=20Hur=FDn?=) Date: Thu, 15 May 2003 14:03:22 +0200 Subject: [rt-users] RT3 and unpriviledged users In-Reply-To: <5.2.1.1.0.20030515123720.034737d8@pop> References: <5.2.1.1.0.20030515123720.034737d8@pop> Message-ID: <200305151403.23251.thuryn@aplis.cz> OS: RedHat 9.0 (on RedHat 8.0 does not work too) RT: 3.0.2 (3.0.1 don't work too) When I search users by email, and I leave array void, all users are shown. When I switch the unpriviledged user to priviledget and add him to Group and switch the user back to unpriviledged, user remain in group. But it is compound. Dne Thursday 15 of May 2003 13:41, Dan Fairs napsal: > Hi, > > I've been seeing this too (see my email User Selection RT 3.0.1). What > platform are you running on, and what exact version are you running? If we > can establish what the commonalities between the environments are, then > we've more chance of finding a solution. > > Regards, > Dan > > At 13:37 15/05/2003 +0200, =?iso-8859-2?q?Tom=E1=B9=20Hur=FDn?= wrote: > >Hallo, > > I've a problem with managing users. When I create a non priviledged > > user (un > >check both of the check box for managing access) and click on the Select > >user, I see priviledged users (for examp. root) only. I cannot see other > >(no-staff) users. > > Do every one know, what's wrong? > > > >-- > >Tomas Huryn > >_______________________________________________ > >rt-users mailing list > >rt-users at lists.fsck.com > >http://lists.fsck.com/mailman/listinfo/rt-users > > > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > -- > d.fairs at cogtest.com > Daniel Fairs > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Tom?? Hur?n From autrijus at autrijus.org Thu May 15 08:26:02 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Thu, 15 May 2003 20:26:02 +0800 Subject: [rt-users] Official Attachment Status In-Reply-To: References: Message-ID: <20030515122602.GA21714@not.autrijus.org> On Wed, May 14, 2003 at 10:14:55AM -0400, Art Morales wrote: > Hello, > > After reading through the archives, I'm not entirely clear if > attachments are supposed to be working in the latest version (3.0.2). > Mine aren't, so before I dig down to figure out what I did wrong, I was > wondering if we could get the official word. I'm running RH8, > apache2/modperl1.99 (everything else works great) Unicode-characters in WebUI's "file attachments" has been fixed here by the change below. Hadn't tested it with the mail-gateway, though. Thanks, /Autrijus/ Change 5860 by autrijus at ehrtest on 2003/05/15 12:00:25 * utf8 filenames in attachments is now ok. * no longer attempts to convert web-attached textual parts into utf8, only the body. Affected files ... ... //depot/RT/rt/lib/RT/Attachment_Overlay.pm#18 edit ... //depot/RT/rt/lib/RT/Interface/Web.pm#50 edit Differences ... ==== //depot/RT/rt/lib/RT/Attachment_Overlay.pm#18 (text) ==== @@ -136,7 +136,10 @@ chomp($Subject); #Get the filename - my $Filename = $Attachment->head->recommended_filename; + my $Filename = $Attachment->head->recommended_filename || eval { + ${ $Attachment->head->{mail_hdr_hash}{'Content-Disposition'}[0] } + =~ /^.*\bfilename="(.*)"$/ ? $1 : '' + }; if ( $Attachment->parts ) { $id = $self->SUPER::Create( ==== //depot/RT/rt/lib/RT/Interface/Web.pm#50 (text) ==== @@ -453,6 +453,8 @@ ); } + RT::I18N::SetMIMEEntityToUTF8($Message); # convert text parts into utf-8 + my $cgi_object = $m->cgi_object; if (my $filehandle = $cgi_object->upload( $args{'AttachmentFieldName'} ) ) { @@ -478,10 +480,11 @@ $filename = "$filehandle" unless defined($filename); $filename =~ s#^.*[\\/]##; + $Message->attach( Path => $temp_file, - Filename => $filename, - Type => $uploadinfo->{'Content-Type'} + Filename => Encode::decode_utf8($filename), + Type => $uploadinfo->{'Content-Type'}, ); close($fh); @@ -490,7 +493,6 @@ } $Message->make_singlepart(); - RT::I18N::SetMIMEEntityToUTF8($Message); # convert text parts into utf-8 return ($Message); } -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From jcrocker at arsenaldigital.com Thu May 15 08:34:07 2003 From: jcrocker at arsenaldigital.com (Jason Crocker) Date: Thu, 15 May 2003 08:34:07 -0400 Subject: [rt-users] Sorting Message-ID: PLEASE HELP! I've posted this question 4 times with no response :-) I have imported a large list of customers into a custom field I created. I checked the database and my SortOrder looks correct. However, when creating a ticket, "(no value)" is selected by default and it's at the bottom of the list. I'm sure this is something simple. Any ideas? Thanks, Jason Crocker -------------- next part -------------- An HTML attachment was scrubbed... URL: From seph at directionless.org Thu May 15 08:54:41 2003 From: seph at directionless.org (seph) Date: Thu, 15 May 2003 05:54:41 -0700 Subject: [rt-users] Qmail killed my outbound mail. *sigh* In-Reply-To: <000701c31aaf$5b7d6790$1701a8c0@canuck> ("Miles Scruggs"'s message of "Wed, 14 May 2003 23:58:14 -0700") References: <000701c31aaf$5b7d6790$1701a8c0@canuck> Message-ID: "Miles Scruggs" writes: > Hi I'm having the same problem (with slackware) but I can't get any > outbound mail to work. from the little you've said in this mail, your problem is different. He had mail working, and qmail broke it. Near as I can tell, you never had it working. > My MTA doesn't see any mail from RT at all. RT logs just say that mail > is being sent, but that is as far as it goes. I'm slightly skeptical. You could try replacing the sendmail command with something that logs, and execs a sendmail wrapper in it's place. > Been posting to the list for over a month now with few responses You could always try to hire someone. seph From martin.schapendonk at whitehorses.nl Thu May 15 09:30:05 2003 From: martin.schapendonk at whitehorses.nl (Martin Schapendonk) Date: Thu, 15 May 2003 15:30:05 +0200 Subject: [rt-users] RT3 and unpriviledged users In-Reply-To: <5.2.1.1.0.20030515123720.034737d8@pop> Message-ID: # I've been seeing this too (see my email User Selection RT 3.0.1). # > I've a problem with managing users. When I create a non priviledged # > user (un # >check both of the check box for managing access) and click on the Select # >user, I see priviledged users (for examp. root) only. I cannot see other # >(no-staff) users. # > Do every one know, what's wrong? I think you're both confused of the concept of a 'non-privileged' user. A non-privileged user is a user who can not have any rights *at all*. That's why it doesn't show up in listings etcetera. If you want any user to be part of a group and assign rights (other than the rights for Everyone), that user *has* to be privileged. So, 'privileged' in RT means: 'may have rights', whereas on OS level it usually means 'has more rights than others'. Does this resolve your issue? Regards, Martin From thuryn at aplis.cz Thu May 15 09:40:04 2003 From: thuryn at aplis.cz (=?iso-8859-2?q?Tom=E1=B9=20Hur=FDn?=) Date: Thu, 15 May 2003 15:40:04 +0200 Subject: [rt-users] RT3 and unpriviledged users In-Reply-To: References: Message-ID: <200305151540.06012.thuryn@aplis.cz> But there are write in the manual, that priviledged users are who are staff and unpriviledged are whose are no-staff (customers). Quote: Let this user be granted rights checkbox: This is unchecked by default. Check the box to make this a staff user. Dne Thursday 15 of May 2003 15:30, Martin Schapendonk napsal: > # I've been seeing this too (see my email User Selection RT 3.0.1). > > # > I've a problem with managing users. When I create a non priviledged > # > user (un > # >check both of the check box for managing access) and click on the Select > # >user, I see priviledged users (for examp. root) only. I cannot see other > # >(no-staff) users. > # > Do every one know, what's wrong?Let this user be granted rights > > I think you're both confused of the concept of a 'non-privileged' user. A > non-privileged user is a user who can not have any rights *at all*. That's > why it doesn't show up in listings etcetera. > > If you want any user to be part of a group and assign rights (other than > the rights for Everyone), that user *has* to be privileged. > > So, 'privileged' in RT means: 'may have rights', whereas on OS level it > usually means 'has more rights than others'. > > Does this resolve your issue? > > 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 -- Tom?? Hur?n From manuel at manu.datagrama.net Thu May 15 09:37:32 2003 From: manuel at manu.datagrama.net (Manuel Trujillo) Date: 15 May 2003 15:37:32 +0200 Subject: [rt-users] RT3 and unpriviledged users In-Reply-To: <200305151403.23251.thuryn@aplis.cz> References: <5.2.1.1.0.20030515123720.034737d8@pop> <200305151403.23251.thuryn@aplis.cz> Message-ID: <1053005851.6493.32.camel@manu.datagrama.net> It's my same problem. OS: Red Hat 9.0 DB: Mysql 4.0.12 Perl 5.8.0-88 El jue, 15 de 05 de 2003 a las 14:03, Tom?? Hur?n escribi?: > OS: RedHat 9.0 (on RedHat 8.0 does not work too) > RT: 3.0.2 (3.0.1 don't work too) > > When I search users by email, and I leave array void, all users are shown. > > When I switch the unpriviledged user to priviledget and add him to Group and > switch the user back to unpriviledged, user remain in group. But it is > compound. > > Dne Thursday 15 of May 2003 13:41, Dan Fairs napsal: > > Hi, > > > > I've been seeing this too (see my email User Selection RT 3.0.1). What > > platform are you running on, and what exact version are you running? If we > > can establish what the commonalities between the environments are, then > > we've more chance of finding a solution. > > > > Regards, > > Dan > > > > At 13:37 15/05/2003 +0200, =?iso-8859-2?q?Tom=E1=B9=20Hur=FDn?= wrote: > > >Hallo, > > > I've a problem with managing users. When I create a non priviledged > > > user (un > > >check both of the check box for managing access) and click on the Select > > >user, I see priviledged users (for examp. root) only. I cannot see other > > >(no-staff) users. > > > Do every one know, what's wrong? > > > > > >-- > > >Tomas Huryn > > >_______________________________________________ > > >rt-users mailing list > > >rt-users at lists.fsck.com > > >http://lists.fsck.com/mailman/listinfo/rt-users > > > > > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > > -- > > d.fairs at cogtest.com > > Daniel Fairs > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.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 d.fairs at cogtest.com Thu May 15 09:39:07 2003 From: d.fairs at cogtest.com (Dan Fairs) Date: Thu, 15 May 2003 14:39:07 +0100 Subject: [rt-users] RT3 and unpriviledged users In-Reply-To: References: <5.2.1.1.0.20030515123720.034737d8@pop> Message-ID: <5.2.1.1.0.20030515143249.00a8dcb8@pop> Hi Martin, Thanks for your reply. >I think you're both confused of the concept of a 'non-privileged' user. A >non-privileged user is a user who can not have any rights *at all*. That's >why it doesn't show up in listings etcetera. I guess the nub of my question is - are such non-privileged users be searchable? Because *nothing* is coming up in my search. To clarify: if I search for a user id not containing 'wibble' from Configuration -> Users, then no users appear (the list of privileged users remains at the top). This happens both with and without 'Include disabled users' checked. If I do the same from the People section inside a ticket, I get (as expected) a list of all the users whose userid does not contain 'wibble'. Maybe these are two different problems... Otherwise, our testing is going fine. Good piece of work, guys! Many thanks, Dan -- d.fairs at cogtest.com Daniel Fairs From d.fairs at cogtest.com Thu May 15 09:39:41 2003 From: d.fairs at cogtest.com (Dan Fairs) Date: Thu, 15 May 2003 14:39:41 +0100 Subject: Fwd: RE: [rt-users] RT3 and unpriviledged users Message-ID: <5.2.1.1.0.20030515143919.0347a650@pop> Sorry, sent this just to Martin rather than just the list. Dan >Date: Thu, 15 May 2003 14:39:07 +0100 >To: "Martin Schapendonk" >From: Dan Fairs >Subject: RE: [rt-users] RT3 and unpriviledged users >Cc: > >Hi Martin, > >Thanks for your reply. > > >>I think you're both confused of the concept of a 'non-privileged' user. A >>non-privileged user is a user who can not have any rights *at all*. That's >>why it doesn't show up in listings etcetera. > >I guess the nub of my question is - are such non-privileged users be >searchable? Because *nothing* is coming up in my search. To clarify: if I >search for a user id not containing 'wibble' from Configuration -> Users, >then no users appear (the list of privileged users remains at the top). >This happens both with and without 'Include disabled users' checked. If I >do the same from the People section inside a ticket, I get (as expected) a >list of all the users whose userid does not contain 'wibble'. > >Maybe these are two different problems... > >Otherwise, our testing is going fine. Good piece of work, guys! > >Many thanks, >Dan > > >-- >d.fairs at cogtest.com >Daniel Fairs -- d.fairs at cogtest.com Daniel Fairs From martin.schapendonk at whitehorses.nl Thu May 15 09:49:46 2003 From: martin.schapendonk at whitehorses.nl (Martin Schapendonk) Date: Thu, 15 May 2003 15:49:46 +0200 Subject: [rt-users] RT3 and unpriviledged users In-Reply-To: <200305151540.06012.thuryn@aplis.cz> Message-ID: # But there are write in the manual, that priviledged users are who # are staff # and unpriviledged are whose are no-staff (customers). # Quote: # Let this user be granted rights checkbox: This is unchecked by # default. Check # the box to make this a staff user. That's right. In a usual setup, a privileged user is a staff member, because other users are granted rights based on their role (Requestor, Everyone), not their username. However, if that is not sufficient enough, you could grant a customer some additional rights. In that case you'd have to make that user a privileged user, despite the fact it's not a member of your staff. Martin From hwagener at hamburg.fcb.com Thu May 15 09:50:58 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Thu, 15 May 2003 15:50:58 +0200 Subject: [rt-users] RT3 and unpriviledged users In-Reply-To: <200305151540.06012.thuryn@aplis.cz> References: <200305151540.06012.thuryn@aplis.cz> Message-ID: <20030515135058.GC18315@hamburg.fcb.com> On Thu, May 15, 2003 at 03:40:04PM +0200, Tom?? Hur?n wrote: > But there are write in the manual, that priviledged users are who are staff > and unpriviledged are whose are no-staff (customers). > Quote: > Let this user be granted rights checkbox: This is unchecked by default. Check > the box to make this a staff user. > Yes, but what staff users are allowed to do has to be configured separately. There is no predefined default set of privileges. Also, keep in mind that the documentation is still a draft, and some parts may need expansion/rewording to be less ambiguous. Normally, unprivileged users don't show up in the search for users, because there is nothing You want them to be able to except for generic stuff (which is enabled for them by setting privileges for 'Everyone' or 'Unprivileged Users') like initiating requests and adding information/reply to staff questions. If You want them to be able to do stuff to tickets which are related to 'answering the request'; they most probably need to be privileged. HTH, Harald From d.fairs at cogtest.com Thu May 15 10:00:47 2003 From: d.fairs at cogtest.com (Dan Fairs) Date: Thu, 15 May 2003 15:00:47 +0100 Subject: [rt-users] RT3 and unpriviledged users In-Reply-To: <20030515135058.GC18315@hamburg.fcb.com> References: <200305151540.06012.thuryn@aplis.cz> <200305151540.06012.thuryn@aplis.cz> Message-ID: <5.2.1.1.0.20030515145907.034b69b0@pop> Hi Harald, >Normally, unprivileged users don't show up in the search for users, >because there is nothing You want them to be able to except for generic >stuff (which is enabled for them by setting privileges for 'Everyone' or >'Unprivileged Users') like initiating requests and adding >information/reply to staff questions. If You want them to be able to do >stuff to tickets which are related to 'answering the request'; they most >probably need to be privileged. Aha! I think that one clears it up, for me anyway. It was a bug with my understanding, not with the software. ;) I'll have to make that clear to my other users. Many thanks for all your time, Dan Fairs -- d.fairs at cogtest.com Daniel Fairs From d.fairs at cogtest.com Thu May 15 10:52:57 2003 From: d.fairs at cogtest.com (Dan Fairs) Date: Thu, 15 May 2003 15:52:57 +0100 Subject: [rt-users] User Manual Query Message-ID: <5.2.1.1.0.20030515154115.034df478@pop> Hi, I appear to be spamming the list today ;) Page 27 of the manual discusses the difference between Replying and Commenting, and it says that Replies are visible to the requestor, but not comments. It then kind of implies that Replies will get emailed to those interested, as it starts talking about emails; and indeed, RT says 'correspondence sent' when you submit a reply. Is that the case? (My installation doesn't, so I need to look into why it's not happening!) Or do I need to delve into the scrips? Incidentally, I know RT is GPL; what about the associated docs, like the manual? Is there a procedure for submitting 'patches' to the documentation? (I've got a little more to learn about the system before I start doing that, though ;) Many thanks, Dan -- d.fairs at cogtest.com Daniel Fairs From rla at id.pl Thu May 15 11:10:25 2003 From: rla at id.pl (Ryszard Lach) Date: Thu, 15 May 2003 17:10:25 +0200 Subject: [rt-users] any schedule for contrib for RT3.0? In-Reply-To: <0979185C00FAB1478174642F516824F11202B9@unity.just-intern.de> References: <0979185C00FAB1478174642F516824F11202B9@unity.just-intern.de> Message-ID: <20030515151025.GH4198@siaco.id.pl> On Mon, May 12, 2003 at 11:11:48AM +0200, Harald Volz wrote: > Hi list, > we are running RT2.0.15 for some months it is a great tool. I just checked RT3.02beta and would like to upgrade as it has some features we will need (custom fields). But we are using several tools from the contrib (priority escalation with automatic mails, notification of old owner and the headup stats). Is there anybody working on porting this useful tools to RT3.0? Any time schedule? > Well, I asked the same question a few weeks ago and someone told that there are no contrib scripts for 3.0 yet, but I'm pretty sure that considering migration from 2.0 to 3.0 I decided to migrate because there were plenty of useful scripts in 3.0 contrib. Is it true, or I'm wrong? If they were there (timestamp on dirs is 6 March 2003) - where are they now? Richard. -- "First they ignore you. Then they laugh at you. Then they fight you. Then you win." - Mohandas Gandhi. From martin.schapendonk at whitehorses.nl Thu May 15 11:13:05 2003 From: martin.schapendonk at whitehorses.nl (Martin Schapendonk) Date: Thu, 15 May 2003 17:13:05 +0200 Subject: [rt-users] User Manual Query In-Reply-To: <5.2.1.1.0.20030515154115.034df478@pop> Message-ID: # Page 27 of the manual discusses the difference between Replying and # Commenting, and it says that Replies are visible to the # requestor, but not # comments. It then kind of implies that Replies will get emailed to those # interested, as it starts talking about emails; and indeed, RT says # 'correspondence sent' when you submit a reply. Is that the case? (My # installation doesn't, so I need to look into why it's not # happening!) Or do # I need to delve into the scrips? Please do not forget that RT tries to be smart, as it does not send email to the person performing the action. If you overlooked that, it could cost you a lot of time :-) Regards, Martin From d.fairs at cogtest.com Thu May 15 11:19:11 2003 From: d.fairs at cogtest.com (Dan Fairs) Date: Thu, 15 May 2003 16:19:11 +0100 Subject: [rt-users] User Manual Query In-Reply-To: References: <5.2.1.1.0.20030515154115.034df478@pop> Message-ID: <5.2.1.1.0.20030515161812.034beea8@pop> > > >Please do not forget that RT tries to be smart, as it does not send email to Damn software, smarter than me... ;) I'll just shut up now, then. *g* Thanks Martin... Dan -- d.fairs at cogtest.com Daniel Fairs From seph at directionless.org Thu May 15 11:31:12 2003 From: seph at directionless.org (seph) Date: Thu, 15 May 2003 08:31:12 -0700 Subject: [rt-users] User Manual Query In-Reply-To: <5.2.1.1.0.20030515154115.034df478@pop> (Dan Fairs's message of "Thu, 15 May 2003 15:52:57 +0100") References: <5.2.1.1.0.20030515154115.034df478@pop> Message-ID: > Page 27 of the manual discusses the difference between Replying and > Commenting, and it says that Replies are visible to the requestor, but > not comments. this actually depends on how your permissions are set. usually one sets like that. > It then kind of implies that Replies will get emailed to > those interested, as it starts talking about emails; and indeed, RT > says 'correspondence sent' when you submit a reply. Is that the case? > (My installation doesn't, so I need to look into why it's not > happening!) Or do I need to delve into the scrips? rt doesn't send mail unless there's a scrip telling it to. I don't remember if the default install includes useful mail sending scrips or not. It's been discussed to death on the mailing list. if you do check, remember to check global and per-queue scrips. > Incidentally, I know RT is GPL; what about the associated docs, like > the manual? Is there a procedure for submitting 'patches' to the > documentation? (I've got a little more to learn about the system > before I start doing that, though ;) I have no idea what license is on the docs. If you have any suggestions you can send them to rt-doc-workers at lists.fsck.com (though most of the doc-workers to read rt-users as well) seph From Greg.Hering at bench.com Thu May 15 11:39:41 2003 From: Greg.Hering at bench.com (Greg.Hering at bench.com) Date: Thu, 15 May 2003 10:39:41 -0500 Subject: [rt-users] rt301 install problem - initializing Db Message-ID: <1E11D88103D7BF44AF240F64215087B302354529@al-ex01.al.bench.com> What error did you get in Apache::Request installation? I got one also, fiddled with something, forced it and I'm working fine (I think). Gregory L. Hering (256) 722-6420 4807 Bradford Dr Benchmark Electronics, Inc. Hunvtsville, Al 35805 -----Original Message----- From: Ron Goodwin [mailto:rong at formsys.com] Sent: Wednesday, May 14, 2003 7:18 PM To: rt-users at lists.fsck.com Subject: RE: [rt-users] rt301 install problem - initializing Db There has to be an easier way. Like you say, I have had to force the installation of some modules (eg Apache::Sessions) and it looks like I will have to go with FastCGI since I cannot get Apache::Request to install. I know this software is 'free', but it certainly doesn't encourage people to switch to Linux - it's like going back to my very first DOS machine or Sinclair ZX80! Anyway I now have the problem of deciphering the RT_SiteConfig.pm file :) (Freeware whine complete) Ron From hwagener at hamburg.fcb.com Thu May 15 11:43:16 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Thu, 15 May 2003 17:43:16 +0200 Subject: [rt-users] User Manual Query In-Reply-To: <5.2.1.1.0.20030515154115.034df478@pop> References: <5.2.1.1.0.20030515154115.034df478@pop> Message-ID: <20030515154316.GD18315@hamburg.fcb.com> On Thu, May 15, 2003 at 03:52:57PM +0100, Dan Fairs wrote: > Hi, > > I appear to be spamming the list today ;) > > Page 27 of the manual discusses the difference between Replying and > Commenting, and it says that Replies are visible to the requestor, but not > comments. This is what to expect from an RT system set up as recommended in the manual. Alot of this stuff is along the lines of RT 2, where some parts of the system behavior could not be changed that can be now. So, the behavior described is what happens if You set up RT 3 as told in the manual. > It then kind of implies that Replies will get emailed to those > interested, as it starts talking about emails; and indeed, RT says > 'correspondence sent' when you submit a reply. Is that the case? (My > installation doesn't, so I need to look into why it's not happening!) Or do > I need to delve into the scrips? You certainly need to set up those scrips first, they are not enabled by default, IIRC. Note that You can easily kill the distinction between correspondence and comment by setting up the right^Wwrong^W scrips in an unintended way. > Incidentally, I know RT is GPL; what about the associated docs, like the > manual? Is there a procedure for submitting 'patches' to the documentation? > (I've got a little more to learn about the system before I start doing > that, though ;) The documentation currently available is a draft with a restricted license - You are not even allowed to redistribute it. I think there is a lost called rt-doc-workers at fsck.com, but I don't know if it is open or closed. Regards, Harald > Many thanks, > Dan > > > -- > d.fairs at cogtest.com > Daniel Fairs > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 pape-rt at inf.fu-berlin.de Thu May 15 12:02:33 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Thu, 15 May 2003 18:02:33 +0200 Subject: [rt-users] reproducible encoding problem Message-ID: <2147483647.1053021753@[10.0.255.35]> Hello, Here is a problem, which I can reproduce: EmailOutputEncoding is ISO-8859-1 User "lueck" with email "lueck at mi.fu-berlin.de" and Realname "Sebastian L?ck" produces in From-headers originated by RT 3.0.2pre6: From: =?ISO-8859-1?B?IlJUL01JIChTZWJhc3RpYW4gTPxjaykiIDxydC50ZXN0QHRlYy5taS5mdS1i ZXJsaW4uZGU+?=@tec.mi.fu-berlin.de The ISO-encoded string should not span the first part of the emailadress. At most two MUAs I use (Mulberry, mutt) cannot decode this, and I think - but I am not sure - it is illegal. Dirk. From paolo at mighty.co.za Thu May 15 12:20:27 2003 From: paolo at mighty.co.za (Paolo Campanella) Date: Thu, 15 May 2003 18:20:27 +0200 Subject: [rt-users] leaking of DBI connections, etc Message-ID: <200305151620.h4FGKRh27409@paolo.home.dom> Hi I just recently installed RT, without much hassle (IIRC, Log::Dispatch was not detected as missing by the dependency script), and found that every time a page is loaded (even the first login page), a few database connections are leaked, with this end result: [Thu May 15 16:23:51 2003] [error] Connect Failed Too many connections at /opt/rt3/lib/RT.pm line 123 I tried removing PerlModule Apache::DBI from my httpd.conf, but that made no difference. Eventually I added this to my handler method in /opt/rt3/bin/webmux.pl: $RT::Handle->Disconnect(); Which fixed the problem. I haven't looked at it too deeply yet, but does that sound familiar to anyone? Another small issue: I had to add "use utf8;" to at least the following: /opt/rt3/share/html/Ticket/Elements/ShowHistory /opt/rt3/share/html/Ticket/Display.html to avoid this error: "Unrecognized escape \p in character class passed through before HERE mark in regex m/(\pL[\p << HERE L']*)/ at /usr/lib/perl5/site_perl/Text/Autoformat.pm line 429.". (I'm using perl 5.6.1, apache 1.3.27, mod_perl 1.24). Bye Paolo From David_Hinz at mgic.com Thu May 15 12:21:29 2003 From: David_Hinz at mgic.com (David Hinz) Date: Thu, 15 May 2003 11:21:29 -0500 Subject: [rt-users] RT, or OTRS, or commercial? Message-ID: Greetings - I'm looking into options for a ticketing system for our helpdesk, and would very much appreciate any input. Our call center gets around 3500 calls per week (increasing around 10% per month). Today, we're using a very thrown-together system that made sense when we had 100 calls a day, but doesn't any more. I'm looking into which tool to implement, and hope to have something in place by July or August. Can anyone share with me their reasons for selecting RT, as opposed to say OTRS, or Remedy, or any of the dozens of commercial options? The managers here are open to open-source (for the right reasons even, not just the cost reason), which makes my life much easier when it comes to this sort of a project. The biggies we're looking for aside from the normal email handling/escalation/reporting stuff would be some way to tie in a knowledge-base to the customer, so when they open a ticket, they select what their problem is, and are offered a list of possible fixes. The goal there is to help them right away, and to reduce call volume. I'm very interested to hear your thoughts on how and why RT is the right solution, if what I've described above makes sense for RT. I'd also like suggestions on how to scale my hardware for a, let's say, 10000 call/week volume. How "heavy" is this application? Does it scale well to that volume? Thanks, Dave Hinz Unix Systems Architect eMagic.com, LLC -------------- next part -------------- An HTML attachment was scrubbed... URL: From jim.mozley at exponential-e.com Thu May 15 13:07:07 2003 From: jim.mozley at exponential-e.com (Jim Mozley) Date: Thu, 15 May 2003 18:07:07 +0100 Subject: [rt-users] $LogDir in RT 3-0-2 Message-ID: <001501c31b04$6a7ef470$03bff40a@Exponentiale.com> *This message was transferred with a trial version of CommuniGate(tm) Pro* Hello, I'm new to RT (haven't used version 2) and have started to get things working. I noticed errors in apache's error_log file that have helped me configure a few things correctly and also wondered if I would see any messages in RT's own log. I have an /opt/rt3/var/log directory but no logs in this. I the have settings in RT_SiteConfig.pm: Set($LogToSyslog , 'debug'); Set($LogToScreen , 'error'); Set($LogToFile , undef); Set($LogToFileNamed , "$LogDir/rt.log"); #log to rt.log.. I assume I need to change $logToFile from undef to something like 'info' to get messages of info level and above? I notice from looking at email archives that version 2 config.pm has $LogDir defined further up in the file, but is not in the default configuration for version 3. Do I need to add something like Set($LogDir , "/opt/rt3/var/log") to the config.pm, depending on where I would like the log files to go? Regards, Jim From checkpoint at ozbergs.com Thu May 15 13:05:43 2003 From: checkpoint at ozbergs.com (Stevo) Date: Thu, 15 May 2003 10:05:43 -0700 Subject: [rt-users] Automatically Open Tickets?? Message-ID: <032f01c31b04$3859e360$0a02010a@renditionnetworks.com> When I email a ticket request in to RT3 it comes up as a New ticket and not an Open ticket. Is there a way to make the ticket open automatically without the admin having to click Open after it arrives?? --Stevo -------------- next part -------------- An HTML attachment was scrubbed... URL: From herbert at isis.visi.com Thu May 15 13:34:49 2003 From: herbert at isis.visi.com (Benjamin Herbert) Date: Thu, 15 May 2003 12:34:49 -0500 Subject: [rt-users] install problem Message-ID: <20030515173449.GD12190@isis.visi.com> Hello All, I am having a problem installing the DBD::mysql perl module, which rt requires. I don't know if this is the correct list to email to but maybe one of you have experienced the same thing when installing rt. Here is the error I get when I user CPAN to install the module. It is in the 'make test' section: PERL_DL_NONLAZY=1 /usr/bin/perl -Iblib/arch -Iblib/lib -I/usr/lib/perl5/5.6.1/i386-linux -I/usr/lib/perl5/5.6.1 -e 'use Test::Harness qw(&runtests $verbose); $verbose=0; runtests @ARGV;' t/*.t t/00base...........ok t/10dsnlist........ok t/20createdrop.....ok t/30insertfetch....ok t/40bindparam......ok t/40blobs..........ok t/40listfields.....ok t/40nulls..........ok t/40numrows........ok t/50chopblanks.....ok t/50commit.........ok t/60leaks..........skipped all skipped: no reason given t/ak-dbd...........ok t/akmisc...........ok t/dbdadmin.........NOK 7New DB not in DSN list t/dbdadmin.........NOK 11DSN testab not in DSN list. t/dbdadmin.........NOK 15DSN testac not in DSN list. t/dbdadmin.........FAILED tests 7, 11, 15 Failed 3/21 tests, 85.71% okay t/insertid.........ok t/mysql2...........ok t/mysql............ok Failed Test Stat Wstat Total Fail Failed List of Failed ----------------------------------------------------------------------------- t/dbdadmin.t 21 3 14.29% 7 11 15 1 test skipped. Failed 1/18 test scripts, 94.44% okay. 3/759 subtests failed, 99.60% okay. make: *** [test_dynamic] Error 11 I have seen other threads with this same problem. The solution was to execute the 'make test' as root. Well, I am root when I receive this error. I have the dbname, dbpasword, and dbuser all set correct. For some reason these three tests fail. The code in dbdadmin.t that fails is the same for all three: Test($state or $accessDenied or InDsnList($testdsn, DBI->data_sources($mdriver)) or InDsnList($testdsn, DBI->data_sources($mdriver, {"host" => $test_host, "port" => $test_port}))) or print STDERR ("New DB not in DSN list\n"); Any inof would be appreciated. Thanks. -Ben From sheeri.kritzer at tufts.edu Thu May 15 14:38:22 2003 From: sheeri.kritzer at tufts.edu (Sheeri Kritzer) Date: Thu, 15 May 2003 14:38:22 -0400 Subject: [rt-users] RT, or OTRS, or commercial? In-Reply-To: References: Message-ID: <1053023902.3ec3de9eb31ee@webmail-test.tufts.edu> Quoting David Hinz : > Can anyone share with me their reasons for selecting RT, as opposed to say > OTRS, or Remedy, or any of the dozens of commercial options? The managers > here are open to open-source (for the right reasons even, not just the > cost reason), which makes my life much easier when it comes to this sort > of a project. > > The biggies we're looking for aside from the normal email > handling/escalation/reporting stuff would be some way to tie in a > knowledge-base to the customer, so when they open a ticket, they select > what their problem is, and are offered a list of possible fixes. The goal > there is to help them right away, and to reduce call volume. Well, one good reason is that my company sunk $100k+ into Remedy just to customize it enough to work, and it *still* doesn't have the normal email handling that RT comes with, free, no customization. And that was just for the customizations; we still pay a site license fee, based on the # of users. We also have support from BestPractical which is light-years better than the "support" we get from the Remedy folks. I can't guarantee that RT is scaleable, but my impression is that it's largely dependent on your architecture. Most of the bottleneck is CPU and I/O with the web server and the database, at least from what I've seen on the list. From wiseman at cs.utk.edu Thu May 15 14:44:23 2003 From: wiseman at cs.utk.edu (Charlie Wiseman) Date: Thu, 15 May 2003 14:44:23 -0400 Subject: [rt-users] RT3/perl problem Message-ID: <20030515184423.GA24425@cs.utk.edu> I've got RT3 up and running, but whenever I try to create a ticket, i get the following errors (in the browser): error: Error during compilation of /usr/local/rt/rt/share/html/Ticket/Elements/ShowTransaction: Unrecognized escape \p in character class passed through before HERE mark in regex m/(\pL[\p << HERE L']*)/ at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 429. Unrecognized escape \p in character class passed through before HERE mark in regex m/^(\pL[\p << HERE L']*) / at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 431. Unrecognized escape \p in character class passed through before HERE mark in regex m/ (\pL[\p << HERE L']*)$/ at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 432. Unrecognized escape \p in character class passed through before HERE mark in regex m/\( (\pL[\p << HERE L']*) / at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 435. Unrecognized escape \p in character class passed through before HERE mark in regex m/(\pL[\p << HERE L']*) \) / at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 436. Unrecognized escape \p in character class passed through before HERE mark in regex m/ ( [:;] \s+ ) (\pL[\p << HERE L']* ) / at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 439. context: ... code stack: /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:597 /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:332 /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:874 /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:978 /usr/local/rt/rt/share/html/Ticket/Elements/ShowHistory:62 /usr/local/rt/rt/share/html/Ticket/Display.html:37 /usr/local/rt/rt/share/html/Ticket/Create.html:242 /usr/local/rt/rt/share/html/autohandler:145 The Text::Autoformat module is up to date, so I'm not sure what else problem may be. Any ideas? Thanks, Charlie Wiseman From mlelstv at dev.de.cw.net Thu May 15 14:58:45 2003 From: mlelstv at dev.de.cw.net (Michael van Elst) Date: Thu, 15 May 2003 20:58:45 +0200 Subject: [rt-users] RT3/perl problem In-Reply-To: <20030515184423.GA24425@cs.utk.edu> References: <20030515184423.GA24425@cs.utk.edu> Message-ID: <20030515185845.GA78326@sv1.dev.de.cw.net> On Thu, May 15, 2003, Charlie Wiseman wrote: > Unrecognized escape \p in character class passed through before HERE mark in regex m/(\pL[\p << HERE L']*)/ at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 429. > The Text::Autoformat module is up to date, so I'm not sure what else > problem may be. Any ideas? The \p pattern requires perl-5.8. Greetings, -- ,eM""=. a"-. Michael van Elst dWWMWM" - :GM==; mlelstv at dev.de.cw.net :WWMWMw=--. "W=' cable & wireless 9WWMm==-. "-Wmw-" CABLE & WIRELESS From khera at kcilink.com Thu May 15 15:12:15 2003 From: khera at kcilink.com (Vivek Khera) Date: Thu, 15 May 2003 15:12:15 -0400 Subject: [rt-users] RT, or OTRS, or commercial? In-Reply-To: <1053023902.3ec3de9eb31ee@webmail-test.tufts.edu> References: <1053023902.3ec3de9eb31ee@webmail-test.tufts.edu> Message-ID: <16067.59023.338897.606384@yertle.int.kciLink.com> >>>>> "SK" == Sheeri Kritzer writes: SK> I can't guarantee that RT is scaleable, but my impression is that SK> it's largely dependent on your architecture. Most of the SK> bottleneck is CPU and I/O with the web server and the database, at SK> least from what I've seen on the list. I would find it difficult to think you could peg a web server CPU under even heavy load unless you're running RT as a plain-jane CGI. With a properly architected mod_perl or fast/speedy cgi setup, a single pentium 3 class machine with 512Mb RAM should be able to handle hundreds of requests per minute. The bottleneck in this application is the database. Having well-tuned database (software *and* hardware) is vital. If your database is going to get HUGE, go with PostgreSQL as it seems to scale better in my experience. Also, avoid linux with its 2Gb file size limit, which will really cause you pain (especially if you're using mysql). Naturally, someone will say, "but that's fixed in version xyz of mysql". I don't care. ;-) -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= 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 khera at kcilink.com Thu May 15 15:16:52 2003 From: khera at kcilink.com (Vivek Khera) Date: Thu, 15 May 2003 15:16:52 -0400 Subject: [rt-users] RT3/perl problem In-Reply-To: <20030515185845.GA78326@sv1.dev.de.cw.net> References: <20030515184423.GA24425@cs.utk.edu> <20030515185845.GA78326@sv1.dev.de.cw.net> Message-ID: <16067.59300.73136.886498@yertle.int.kciLink.com> >>>>> "MvE" == Michael van Elst writes: MvE> On Thu, May 15, 2003, Charlie Wiseman wrote: >> Unrecognized escape \p in character class passed through before HERE mark in regex m/(\pL[\p << HERE L']*)/ at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 429. >> The Text::Autoformat module is up to date, so I'm not sure what else >> problem may be. Any ideas? MvE> The \p pattern requires perl-5.8. Ouch! And Text::Autoformat only requires 5.005 in the file itself. Has anyone filed a bug report with the author on that? From maurice at redweek.com Thu May 15 15:26:28 2003 From: maurice at redweek.com (Maurice Aubrey) Date: Thu, 15 May 2003 12:26:28 -0700 Subject: [rt-users] localizing warn/die handlers Message-ID: <3EC3E9E4.10605@redweek.com> RT sets up global warn/die handlers at lib/RT.pm line 226 (RT 3.0.2). It doesn't look like the original handlers are ever restored, so it has the effect (under mod_perl) of routing all warnings/errors to the RT logs, even for non-RT-related requests. I discovered this after hunting around, trying to figure out why some warning messages were mysteriously missing from the standard error logs. Could we subclass the HTML::Mason handler and localize the warn/die handlers so they are restored at the end of each RT request? -- Maurice Aubrey GPG Key http://lovelyfilth.com/~maurice/gpg Fingerprint 1568 87BB 8934 F186 D116 1BC2 8BD1 F4E9 1C19 E0DF From darren at boston.com Thu May 15 15:31:18 2003 From: darren at boston.com (darren chamberlain) Date: Thu, 15 May 2003 15:31:18 -0400 Subject: [rt-users] RT3/perl problem In-Reply-To: <16067.59300.73136.886498@yertle.int.kciLink.com> References: <20030515184423.GA24425@cs.utk.edu> <20030515185845.GA78326@sv1.dev.de.cw.net> <16067.59300.73136.886498@yertle.int.kciLink.com> Message-ID: <20030515-4db75a93b8c1b39b4da19937c234fe79@tumbleweed.boston.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 * Vivek Khera [2003-05-15 15:21]: > >>>>> "MvE" == Michael van Elst writes: > MvE> The \p pattern requires perl-5.8. > > Ouch! And Text::Autoformat only requires 5.005 in the file itself. > Has anyone filed a bug report with the author on that? (darren) - -- Sport is a great leveller, but then so is death. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) iD8DBQE+w+sGzsinjrVhZaoRAsPAAJ4kMMX4NOQi6j7liFmVp/2CsDG95QCfU92k KWhbaKCWHOjbnDfEpPv9lSg= =wfNe -----END PGP SIGNATURE----- From Greg.Hering at bench.com Thu May 15 15:59:05 2003 From: Greg.Hering at bench.com (Greg.Hering at bench.com) Date: Thu, 15 May 2003 14:59:05 -0500 Subject: [rt-users] RT3/perl problem Message-ID: <1E11D88103D7BF44AF240F64215087B302354530@al-ex01.al.bench.com> This may not be the *BEST* place for this, but... for a fresh RT install; Are there people who run 'make fixdeps' and it works without ANY bugs? I have had some packages that I can't install when trying to load the recommended updates (i.e. cpan> r) I'm talking about uninstalling perl 5.005, which comes with my system, installing perl 5.8.0 and then trying to get all the latest packages. After the install, run 'perl -MCPAN -eshell' and configure it for desired CPAN archives and local make and ftp utils, etc. Then, I think it suggests you update the cpan module right away, which I do. Then you ask for it's recommendations and start updating. Is that too aggressive? DBI, DBD and Apache bundles specifically HAVE to be installed and the non-total-perl-guru (me, et-others) cringe in dismay when the packages fail 'make test'. The only general fix I've seen is making sure the LANG=en_US. If this is widespread, maybe a list of known good packages, and a method to get those other than the default CPAN install, which gets the latest, should be developed. What about archiving known goodies on a pub ftp site just for RT users? What about a list of packages that fail testing but it's OK to force install. Any thoughts (besides 'stop whining'!)? Sincerely, Greg Gregory L. Hering (256) 722-6420 4807 Bradford Dr Benchmark Electronics, Inc. Hunvtsville, Al 35805 -----Original Message----- From: darren chamberlain [mailto:darren at boston.com] Sent: Thursday, May 15, 2003 2:31 PM To: rt-users at lists.fsck.com Subject: Re: [rt-users] RT3/perl problem -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 * Vivek Khera [2003-05-15 15:21]: > >>>>> "MvE" == Michael van Elst writes: > MvE> The \p pattern requires perl-5.8. > > Ouch! And Text::Autoformat only requires 5.005 in the file itself. > Has anyone filed a bug report with the author on that? (darren) - -- Sport is a great leveller, but then so is death. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) iD8DBQE+w+sGzsinjrVhZaoRAsPAAJ4kMMX4NOQi6j7liFmVp/2CsDG95QCfU92k KWhbaKCWHOjbnDfEpPv9lSg= =wfNe -----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 ralexander at musiciansfriend.com Thu May 15 17:00:24 2003 From: ralexander at musiciansfriend.com (Ron Alexander) Date: 15 May 2003 14:00:24 -0700 Subject: [rt-users] Re: Automatically Open Tickets In-Reply-To: <20030515200502.21633.54187.Mailman@pallas.eruditorum.org> References: <20030515200502.21633.54187.Mailman@pallas.eruditorum.org> Message-ID: <1053032424.1863.189.camel@ronsBox> You could probably start with this scrip: http://www.fsck.com/pub/rt/contrib/2.0/IncomingEmail/IncomingEmail.pm Use that as a base to evaluate if it came in via email. If it did you could probably get away with: $self->$Ticket->SetStatus(Status => "New"); I think. If you don't understand how scrips work try this: http://fsck.com/rtfm/article.html?id=124 and http://fsck.com/rtfm/article.html?id=129 Best of Luck, Ron From SinghP at dvd.panasonic.com Thu May 15 19:14:01 2003 From: SinghP at dvd.panasonic.com (Pawan Singh) Date: Thu, 15 May 2003 16:14:01 -0700 Subject: [rt-users] RT + Oracle Message-ID: <10E28E1043D6D511BD660008C72BAB8B02A60B82@mail.dvd.panasonic.com> Hi, I am using RT with the backend database as mysql, I need to use Oracle as the backend database. We are already are running Oracle databases and it would be easy for us to maintain one database. Pls guide Thanks -Pawan From rong at formsys.com Thu May 15 20:23:30 2003 From: rong at formsys.com (Ron Goodwin) Date: Fri, 16 May 2003 08:23:30 +0800 Subject: [rt-users] rt301 install problem - initializing Db In-Reply-To: <1E11D88103D7BF44AF240F64215087B302354529@al-ex01.al.bench.com> Message-ID: It just won't build apache_request.o - Fails with 2 errors and a whole swag of warnings. Since I am neither a Perl nor Linux guru I am very quickly starting to wonder whether the aggro is worth it looking at the number of emails in this list. I have been struggling for the last 2 years to construct a similar app in PHP. There is also a problem with restarting Apache after modifying the Vhost.conf file - it doesnt recognize 'PerlModule'!!! I may just have one last try, with a recompile of Apache with FastCGI. :( Ron -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Greg.Hering at bench.com Sent: Thursday, 15 May 2003 11:40 PM To: rong at formsys.com; rt-users at lists.fsck.com Subject: RE: [rt-users] rt301 install problem - initializing Db What error did you get in Apache::Request installation? I got one also, fiddled with something, forced it and I'm working fine (I think). Gregory L. Hering (256) 722-6420 4807 Bradford Dr Benchmark Electronics, Inc. Hunvtsville, Al 35805 -----Original Message----- From: Ron Goodwin [mailto:rong at formsys.com] Sent: Wednesday, May 14, 2003 7:18 PM To: rt-users at lists.fsck.com Subject: RE: [rt-users] rt301 install problem - initializing Db There has to be an easier way. Like you say, I have had to force the installation of some modules (eg Apache::Sessions) and it looks like I will have to go with FastCGI since I cannot get Apache::Request to install. I know this software is 'free', but it certainly doesn't encourage people to switch to Linux - it's like going back to my very first DOS machine or Sinclair ZX80! Anyway I now have the problem of deciphering the RT_SiteConfig.pm file :) (Freeware whine complete) Ron _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From pdh at bestpractical.com Thu May 15 21:03:40 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 16 May 2003 11:03:40 +1000 Subject: [rt-users] RT3/perl problem In-Reply-To: <20030515185845.GA78326@sv1.dev.de.cw.net> References: <20030515184423.GA24425@cs.utk.edu> <20030515185845.GA78326@sv1.dev.de.cw.net> Message-ID: <20030516010333.GA541@luggage.internal.moreton.com.au> Michael van Elst wrote: > > Unrecognized escape \p in character class passed through before HERE mark in regex m/(\pL[\p << HERE L']*)/ at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 429. > > The \p pattern requires perl-5.8. Or, apparently, "utf8" : http://lists.fsck.com/pipermail/rt-users/2003-May/014023.html -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From b.schofield at griffith.edu.au Thu May 15 21:22:41 2003 From: b.schofield at griffith.edu.au (Brook Schofield) Date: Fri, 16 May 2003 11:22:41 +1000 Subject: [rt-users] RT + Oracle In-Reply-To: <10E28E1043D6D511BD660008C72BAB8B02A60B82@mail.dvd.panasonic.com> Message-ID: Pawan Singh wrote on 16/05/2003 09:14:01 AM: > I am using RT with the backend database as mysql, I need to use Oracle as > the backend database. We are already are running Oracle databases and it > would be easy for us to maintain one database. Pls guide Pawan, Oracle/RT is a work in progress (which is progressing quite well I think ;-) but it still needs some finishing touches, debugging and polish and as such - you'd be best to subscribe to the rt-devel list and look through the archives regarding Oracle (you'll only need to check back from March at the earliest - because that is when the work started). To get you up to speed you'll need to look at: http://rt3.fsck.com/Ticket/Display.html?id=2432 http://rt3.fsck.com/Ticket/Display.html?id=2431 The login is guest/guest if you haven't come across this before. Which contains patches/file which aren't in RT-3.0.2 And some of this lists: http://lists.fsck.com/pipermail/rt-devel/2003-May/003954.html http://lists.fsck.com/pipermail/rt-devel/2003-May/003905.html You'll also need the latest version of SearchBuilder 0.81_04 with patches scattered all over the place. I'm working on a change to the most recent SearchBuilder - which I should finish up soon - which will be easy to apply. I've been slack and haven't got Oracle and RT successfully running on my OSX box - only on a Solaris box. Because of this (and the lack of instructions) Jesse has been hampered in debugging the remaining problems - and I don't think anyone else has stepped up to the plate - as you can see from the list - I seem to talk to myself quite often. There are some Oracle/RT users out there - but they are either running Oracle/RT with a 2.0.x series of RT without any hassles or lack the resources to assist with the current development. The work is a little patchy so I hope you (or anyone else) isn't put off by this. I'm very interested in getting this working. I hope we can work collaboratively on this and get something out the door soon. -Brook From binand at gmx.net Thu May 15 22:07:36 2003 From: binand at gmx.net (Binand Sethumadhavan) Date: Thu, 15 May 2003 22:07:36 -0400 Subject: [rt-users] Automatically Open Tickets?? In-Reply-To: <032f01c31b04$3859e360$0a02010a@renditionnetworks.com> References: <032f01c31b04$3859e360$0a02010a@renditionnetworks.com> Message-ID: <20030516020736.GB18877@zeus.cysphere.com> On Thu, May 15, 2003 at 10:05:43AM -0700, Stevo wrote: > > When I email a ticket request in to RT3 it comes up as a New > ticket and not an Open ticket. Is there a way to make the ticket open > automatically without the admin having to click Open after it > arrives?? I have OnTicketPickup OpenTicket with template Blank You might want to try that with OnCreate. A related question: Does anyone know of a scrip that assigns the ticket to the first person who replies to it? Binand From kyle at fmapdx.com Thu May 15 23:10:41 2003 From: kyle at fmapdx.com (Kyle Robinson) Date: Thu, 15 May 2003 20:10:41 -0700 Subject: [rt-users] Custom fields and RT's index page Message-ID: <82639B43221B3B43AD3178287362ECB565AF@newmail.fmapdx.com> Having a small problem with what I'm sure is an easy answer. I'm running RT 3.0.2, Apache 1.3.27, mod_perl (whatever the latest non-beta is), mysql 4.0.x. What I'm trying to do is add a custom field value to the main page ticket listings, and I just don't have the hang of the perl / mason stuff to get it right. The two files I need to modify are Elements/MyRequests and Elements/MyTickets. Basically, on the main page where it currently says "# Subject Queue Status" I want to add a custom field value, Client, to it so it says "# Subject Client Queue Status". I can get the "Client" in the top just fine but it's the coding to actually get the right field info in there that I don't have a clue on. Can someone provide me with the correct statement that I'd use? I'm pulling from the first custom field, for what it's worth. Thanks! Kyle Robinson From filburt at wetafx.co.nz Fri May 16 02:39:48 2003 From: filburt at wetafx.co.nz (Aaron Caskey) Date: 16 May 2003 18:39:48 +1200 Subject: [rt-users] RT3/perl problem In-Reply-To: <20030515184423.GA24425@cs.utk.edu> References: <20030515184423.GA24425@cs.utk.edu> Message-ID: <1053067188.22679.1.camel@womble> I had the same problem, I edited: /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm and put "use utf8" at the top. That seemed to sort it out =) Trying to put "use utf8" at the beginning of various RT pages wasn't working, so I thought I'd go right to the source. On Fri, 2003-05-16 at 06:44, Charlie Wiseman wrote: > I've got RT3 up and running, but whenever I try to create > a ticket, i get the following errors (in the browser): > > error: Error during compilation of /usr/local/rt/rt/share/html/Ticket/Elements/ShowTransaction: > Unrecognized escape \p in character class passed through before HERE mark in regex m/(\pL[\p << HERE L']*)/ at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 429. > Unrecognized escape \p in character class passed through before HERE mark in regex m/^(\pL[\p << HERE L']*) / at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 431. > Unrecognized escape \p in character class passed through before HERE mark in regex m/ (\pL[\p << HERE L']*)$/ at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 432. > Unrecognized escape \p in character class passed through before HERE mark in regex m/\( (\pL[\p << HERE L']*) / at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 435. > Unrecognized escape \p in character class passed through before HERE mark in regex m/(\pL[\p << HERE L']*) \) / at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 436. > Unrecognized escape \p in character class passed through before HERE mark in regex m/ ( [:;] \s+ ) (\pL[\p << HERE L']* ) / at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 439. > > context: > ... > code stack: /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:597 > /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:332 > /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:874 > /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:978 > /usr/local/rt/rt/share/html/Ticket/Elements/ShowHistory:62 > /usr/local/rt/rt/share/html/Ticket/Display.html:37 > /usr/local/rt/rt/share/html/Ticket/Create.html:242 > /usr/local/rt/rt/share/html/autohandler:145 > > The Text::Autoformat module is up to date, so I'm not sure what else > problem may be. Any ideas? > > Thanks, > Charlie Wiseman > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Kind Regards Aaron Caskey (Almost) System Administrator ----------------- /------\ | Meow | \---\/-/ / |\_/| |o o|__ --*--__\ C_C_(___) ---------------------------------------------------------------------------- The opinions expressed in this email do not reflect the views of Weta Digital, and are most likely incorrect. In fact it is probably in your best interests to completely ignore the contents of this email. ---------------------------------------------------------------------------- From paul_grondahl at yahoo.com Fri May 16 03:10:59 2003 From: paul_grondahl at yahoo.com (Paul Grondahl) Date: Fri, 16 May 2003 00:10:59 -0700 Subject: [rt-users] password corruption problem - new install Message-ID: <20030516071100.218041128C@pallas.eruditorum.org> hello, i'm new to the list so bear with me if this problem has been discussed earlier. got rt 3.0.1 up and running a few days ago. i have not come very far :( as there seems to be some sort of password corruption/encryption problem going on. i can log in as root with the default password. i created user accounts but i am not able to log in with any of these accounts. at one point i changed the root password and i could then no longer log in as root. had to drop and re-initialize the database to get it working again. i checked the user id/password in the database using the mysql client and noticed that the hashed password value is the same for all the users i create regardless of which password i set. platform is redhat 7.3 apache 1.3.27 with mod_perl compiled statically per the manual's instructions mysql 4.0.12 perl 5.6.1 all help much appreciated! Paul Grondahl IT Systems Consultant From jim.mozley at exponential-e.com Fri May 16 05:35:47 2003 From: jim.mozley at exponential-e.com (Jim Mozley) Date: Fri, 16 May 2003 10:35:47 +0100 Subject: [rt-users] $LogDir in RT 3-0-2 References: <001501c31b04$6a7ef470$03bff40a@Exponentiale.com> Message-ID: <00e501c31b8e$881fd780$03bff40a@Exponentiale.com> *This message was transferred with a trial version of CommuniGate(tm) Pro* Found out some more on this and thought I'd try to answer my own post, please enlighten me if I'm incorrect. > I the have settings in RT_SiteConfig.pm: > > Set($LogToSyslog , 'debug'); > Set($LogToScreen , 'error'); > Set($LogToFile , undef); > Set($LogToFileNamed , "$LogDir/rt.log"); #log to rt.log.. > > I assume I need to change $logToFile from undef to something like 'info' to > get messages of info level and above? Have done the above and changed ownership of /opt/rt3/var/log so that apache can write to it (without this RT won't work as it cannot write logs). Getting some useful info in the logs now. > I notice from looking at email archives that version 2 config.pm has $LogDir > defined further up in the file, but is not in the default configuration for > version 3. Do I need to add something like Set($LogDir , "/opt/rt3/var/log") > to the config.pm, depending on where I would like the log files to go? In the /lib/RT.pm $LogDir is set. I guess I could alter it there if necessary but it would seem neater to change this in RT_SiteConfig.pm. A humble suggestion: I don't know if this is something that can be added to the installation process of version 3, but it would be useful to have logging working by default. Could the appropriate configuration settings be put in RT_Config.pm and permissions set on the default log directory as they seem to be on mason_data and session_data in the log directory? Would help the initial configuration process and the newbie greatly. Regards, Jim From paolo at mighty.co.za Fri May 16 06:06:28 2003 From: paolo at mighty.co.za (Paolo Campanella) Date: Fri, 16 May 2003 12:06:28 +0200 Subject: [rt-users] password corruption problem - new install In-Reply-To: <20030516071100.218041128C@pallas.eruditorum.org> References: <20030516071100.218041128C@pallas.eruditorum.org> Message-ID: <200305161006.h4GA6SS02012@paolo.home.dom> On Fri, 16 May 2003 00:10:59 -0700 "Paul Grondahl" wrote: > i can log in as root with the default password. i created user accounts > but i am not able to log in with any of these accounts. at one point i > changed the root password and i could then no longer log in as root. had > to drop and re-initialize the database to get it working again. i > checked the user id/password in the database using the mysql client and > noticed that the hashed password value is the same for all the users i > create regardless of which password i set. Hi Paul Upgrade your Digest::MD5. Mine was version 2.16, which could not deal with the UTF8 characters. I upgraded, and the problem disappeared. Suggestion: that Digest::MD5 > version (whatever) be required by rt. Bye Paolo From lists at flothow.de Thu May 15 10:44:14 2003 From: lists at flothow.de (Sebastian Flothow) Date: Thu, 15 May 2003 16:44:14 +0200 Subject: [rt-users] Sorting In-Reply-To: Message-ID: > I? have imported a large list of customers into a custom field I > created. I checked the database and my SortOrder looks correct. > However, when creating a ticket, "(no value)" is selected by default > and it's at the bottom of the list. I'm sure this is something simple. > Any ideas? Well, it would certainly be useful if you described what you actually want to accomplish - so far you only said what you *don't* want. Sebastian -- Sebastian Flothow sebastian at flothow.de > Because it reverses the logical flow of conversation. Why is top posting frowned upon? From mjj at isorauta.ntc.nokia.com Fri May 16 08:17:37 2003 From: mjj at isorauta.ntc.nokia.com (Mike Jackson) Date: Fri, 16 May 2003 15:17:37 +0300 Subject: [rt-users] RT with Qmail HOWTO Message-ID: <20030516121737.GC21111@isorauta.ntc.nokia.com> Hi, Very many people on the RT Users mailing list seem to have problems getting Qmail and RT working happily together. It's not difficult at all. I just put this together in about 5 minutes. I thought that it would be nice to make a contribution to the RT user manual. Feel free to add this text to RTFM. The current Qmail portion is woefully inadequate (no offense intended to the original author) :-) Comments, flames, criticism are all welcome! -------------------------- RT with Qmail HOWTO -------------------- The following instructions will work for very small setups, as well as for setups with a thousand support queues. Without further adieu, let's proceed. 1. cd /var/qmail/users 2. edit assign =test:rt:4040:501:/home/rt:-:test: =test-comment:rt:4040:501:/home/rt:-:test-comment: =backup-support:rt:4040:501:/home/rt:-:backup-support: =backup-support-comment:rt:4040:501:/home/rt:-:backup-support-comment: =db-support:rt:4040:501:/home/rt:-:db-support: =db-support-comment:rt:4040:501:/home/rt:-:db-support-comment: =ldap-support:rt:4040:501:/home/rt:-:ldap-support: =ldap-support-comment:rt:4040:501:/home/rt:-:ldap-support-comment: . NOTES: In the above example, email addresses are created for 4 RT queues. The fields are delimited by the : character. The third field is the rt user's UID, the fourth field is his GID, and the fifth field is his home directory. Make sure those fields match your local configuration. The last line of the assign file must be a single dot. 5. while in the /var/qmail/users directory, execute: ../bin/qmail-newu NOTE: you have to repeat step 5 every time you make a change to the assign file 6. add aliases to rt's home directory, 2 per queue, matching the assign file: bella:root:/home/rt # ls -al total 68 drwxr-xr-x 4 rt rt 4096 May 12 12:17 . drwxr-xr-x 6 root root 4096 Mar 31 13:08 .. -rw-r--r-- 1 rt rt 155 May 12 12:16 .qmail-backup-support -rw-r--r-- 1 rt rt 152 May 12 12:16 .qmail-backup-support-comment -rw-r--r-- 1 rt rt 151 May 12 12:14 .qmail-db-support -rw-r--r-- 1 rt rt 148 May 12 12:15 .qmail-db-support-comment -rw-r--r-- 1 rt rt 153 May 12 12:17 .qmail-ldap-support -rw-r--r-- 1 rt rt 150 May 12 12:17 .qmail-ldap-support-comment -rw-r--r-- 1 rt rt 89 Mar 13 10:06 .qmail-test -rw-r--r-- 1 rt rt 86 Mar 13 10:06 .qmail-test-comment bella:root:/home/rt # cat .qmail-backup-support | /var/qmail/bin/preline /usr/local/rt2/bin/rt-mailgate --queue backup-support --action correspond bella:root:/home/rt # cat .qmail-backup-support-comment | /var/qmail/bin/preline /usr/local/rt2/bin/rt-mailgate --queue backup-support --action comment 7. If you created those .qmail files as root, then you need to chown rt:rt .qmail-* 8. install the perl-suidperl rpm if you're using linux. If not, then figure it out on your own. 9. configure rt-mailgate to use suid-perl (or qmail will refuse to deliver) bella:root:/usr/local/rt2/bin # head -n 2 rt-mailgate #!/usr/bin/suidperl -w ## EOF From d.fairs at cogtest.com Fri May 16 08:22:59 2003 From: d.fairs at cogtest.com (Dan Fairs) Date: Fri, 16 May 2003 13:22:59 +0100 Subject: [rt-users] Listing of disabled queues Message-ID: <5.2.1.1.0.20030516131415.00b05088@pop> Hi, I may have found a little wrinkle here... mysql> select Name, Disabled from Queues; +--------------+----------+ | Name | Disabled | +--------------+----------+ | General | 0 | | ___Approvals | 2 | | Test | 1 | | Support | 0 | +--------------+----------+ 4 rows in set (0.00 sec) As you can see, I have a queue called Test which is disabled. However, this queue never appears in my listing from Configuration -> Queues, even when I check 'Include disabled queues in listing' and hit Go. I'd quite like to be able to re-enable my queues through the UI... I took a quick look through Admin/Queues/index.html, and hence put this into the address bar: http://rt/Admin/Queues/index.html?FindDisabledQueues=1 And lo and behold, the disabled queues appear. As before, RT 3.0.1, RedHat 9.0, FastCGI 2.4.0, Perl 5.8.0 (stock RH version). Browsing with both IE6 and Phoenix (sorry, Firebird) 0.5. Any idea what might be going on? Could it be related to FastCGI? This is the first time I've used FastCGI... Cheers, Dan -- d.fairs at cogtest.com Daniel Fairs From stucki-rt-users at math.fu-berlin.de Fri May 16 08:37:21 2003 From: stucki-rt-users at math.fu-berlin.de (Chr. von Stuckrad) Date: Fri, 16 May 2003 14:37:21 +0200 Subject: [rt-users] RT with Qmail HOWTO In-Reply-To: <20030516121737.GC21111@isorauta.ntc.nokia.com> References: <20030516121737.GC21111@isorauta.ntc.nokia.com> Message-ID: <20030516123720.GE21014@leibniz.math.fu-berlin.de> Hint for Qmail+YP-Users On Fri, May 16, 2003 at 03:17:37PM +0300, Mike Jackson wrote: > 2. edit assign > > =test:rt:4040:501:/home/rt:-:test: > =test-comment:rt:4040:501:/home/rt:-:test-comment: ... > 5. while in the /var/qmail/users directory, execute: > > ../bin/qmail-newu ... If you generate your user-Table by running 'qmail-pw2u' this ***creates*** the File 'assign', so you have to make those entries/changes of Step 2 in a file called 'append' which is *added* to 'assign' when 'q?ail-pw2u' is run. So Step 2 with YP is 2. edit append ...same entries in there... rerun qmail-pw2u run qmail-newu Just a hint, maybe somebody needs the difference. (Sorry, I can not really *test* it, as we have an YP-qmail-Mailhost but RT on an extra-system) Stucki (postmaster of {math,inf,mi}.fu-berlin.de) From peterb at ucar.edu Fri May 16 09:20:35 2003 From: peterb at ucar.edu (Peter Burkholder) Date: Fri, 16 May 2003 07:20:35 -0600 Subject: [rt-users] Automatically Open Tickets?? In-Reply-To: <20030516122002.11384.20289.Mailman@pallas.eruditorum.org> References: <20030516122002.11384.20289.Mailman@pallas.eruditorum.org> Message-ID: <20030516132035.GA30342@ucar.edu> > On Thu, May 15, 2003 at 10:05:43AM -0700, Stevo wrote: > I have > > OnTicketPickup OpenTicket with template Blank > > You might want to try that with OnCreate. > > A related question: Does anyone know of a scrip that assigns the ticket to the > first person who replies to it? I provided such a scrip to this list last month. See http://lists.fsck.com/pipermail/rt-users/2003-April/013566.html Cheers, Peter > > Binand -- Peter Burkholder, System Administrator Digital Library for Earth System Education (DLESE -- http://www.dlese.org) peterb at ucar.edu DLESE Program Center (DPC) ~~~ ~~ ~~~~ __o UCAR/DPC, P.O. Box 3000 Ph) +1-303-497-2663 ~~~ ~~~~ ~~ _`\<,_ Boulder, CO 80307-3000 Fx) +1 303-497-8336 ~~~~ ~~~ ~~~~ (*)/ (*) From aaronp at critd.com Fri May 16 10:21:33 2003 From: aaronp at critd.com (Aaron Paetznick) Date: Fri, 16 May 2003 09:21:33 -0500 Subject: [rt-users] RT3, Apache2, mod_perl2 success stories? In-Reply-To: References: Message-ID: <3EC4F3ED.8060604@critd.com> This worked (thanks!), but now I'm getting a new error: [Fri May 16 14:09:43 2003] [warning]: [Mason] Cannot resolve file to component: /usr/local/www/resources/RequestTracker/share/html/index.html (is file outside component root?) at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 838. (/usr/local/www/resources/RequestTracker-3.0.2/lib/RT.pm:226) I verified that lib/RT.pm has $MasonComponentRoot defined correctly to '/usr/local/www/resources/RequestTracker-3.0.2/share/html'. I'm trying to Alias RT into my site from outside my DocumentRoot. Here is my config: PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /usr/local/www/resources/RequestTracker/bin/webmux.pl Alias /tracker /usr/local/www/resources/RequestTracker/share/html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason ...any ideas on this new error? Thanks! --Aaron Brook Schofield wrote: > rt-users-admin at lists.fsck.com wrote on 14/05/2003 12:56:55 PM: > >>I'm trying to get RequestTracker v3.0.2, Apache v2.0.45, and mod_perl >>v1.99_09 to work together. Previous posts to the mailing list have had >>similar problems, but no resolution. I know this combo isn't >>recommended, but it _should_ work, right? Here is my config: >> >>PerlRequire /usr/local/www/resources/RequestTracker/bin/webmux.pl >>Alias /tracker /usr/local/www/resources/RequestTracker/share/html >> >> AddDefaultCharset UTF-8 >> SetHandler perl-script >> PerlHandler +RT::Mason >> PerlOptions +GlobalRequest >> >> >>...this makes Apache fail to start. Here's the error: >> >>[Tue May 13 21:45:31 2003] [error] Global $r object is not available. > > Set: > >> PerlOptions +GlobalRequest >>in httpd.conf at >>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 569. >>Compilation failed in require at (eval 221) line 1. >> >>[Tue May 13 21:45:31 2003] [error] Can't load Perl file: >>/usr/local/www/resources/RequestTracker/bin/webmux.pl for server >>www.critd.com:0, exiting... >> >> >>...any ideas? Is anybody running these versions successfully? Any >>suggestions? Thanks! > > > I posted the following to rt-devel last night ;-) > > This is a change in behaviour between Mod_Perl 1.99_08 and 1.99_09 > (I've been using 1.99_07). I don't know whether this has gone away in > later versions of HTML::Mason (I'm still using 1.17 rather than 1.20) > but I needed to add the following to /opt/rt3/bin/webmux.pl to get > everything working. I don't know what changes need to be made so this > can be more universally applied to Mod_Perl 1 and Mod_Perl 2 instances. > > # diff -c bin/webmux.pl /opt/rt3/bin/webmux.pl | more > *** bin/webmux.pl Tue May 13 21:09:36 2003 > --- /opt/rt3/bin/webmux.pl Tue May 13 21:19:23 2003 > *************** > *** 33,38 **** > --- 33,48 ---- > $ENV{'IFS'} = '' if defined $ENV{'IFS'}; > } > > + require Apache::RequestUtil; > + no warnings 'redefine'; > + my $sub = *Apache::request{CODE}; > + *Apache::request = sub { > + my $r; > + eval { $r = $sub->('Apache'); }; > + # warn $@ if $@; > + return $r; > + }; > + > use lib ("/opt/rt3/local/lib", "/opt/rt3/lib"); > use RT; > > I found the information @ > http://www.mail-archive.com/modperl at apache.org/msg33301.html > > -Brook From mnagel at willingminds.com Fri May 16 11:39:23 2003 From: mnagel at willingminds.com (Mark D. Nagel) Date: Fri, 16 May 2003 08:39:23 -0700 Subject: [rt-users] Automatically Open Tickets?? In-Reply-To: <20030516132035.GA30342@ucar.edu> References: <20030516122002.11384.20289.Mailman@pallas.eruditorum.org> <20030516132035.GA30342@ucar.edu> Message-ID: <3EC5062B.7010308@willingminds.com> And this solution only works for e-mail replies. If you expect a reply in the web interface to automatically give the ticket to the person who replied, it will (for a moment), then the ticket content (including the original Nobody) will overwrite the changed value. I don't think there is a solution to this. The reason this behavior is different in RT3 than in RT2 is that in RT2 I don't believe that the reply page included the ticket assignee field, so there was no automatic overwrite on a reply. This just means you have to remember to fill in all the fields in the reply correctly, or you will have the ticket ownership bouncing back and forth in the ticket history until someone claims it manually. It would be very nice if scrips could run both before and after ticket save. Then you could have a post-scrip that adjusts fields without having to worry about getting your changes stomped on. Maybe this is possible and I have just not been properly enlightened yet. Mark Peter Burkholder wrote: >>On Thu, May 15, 2003 at 10:05:43AM -0700, Stevo wrote: >>I have >> >>OnTicketPickup OpenTicket with template Blank >> >>You might want to try that with OnCreate. >> >>A related question: Does anyone know of a scrip that assigns the ticket to the >>first person who replies to it? >> >> > > >I provided such a scrip to this list last month. See > >http://lists.fsck.com/pipermail/rt-users/2003-April/013566.html > >Cheers, > >Peter > > -- Mark D. Nagel, CCIE #3177 Principal Consultant, Willing Minds LLC tel/fax: 949-623-9853, web: http://www.willingminds.com/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From checkpoint at ozbergs.com Fri May 16 13:08:31 2003 From: checkpoint at ozbergs.com (Stevo) Date: Fri, 16 May 2003 10:08:31 -0700 Subject: [rt-users] AdminCC v CC Message-ID: <049001c31bcd$c7067280$0a02010a@renditionnetworks.com> I got a stupid question that I'm sure you guys can easily answer!! What's the difference between an AdminCC and a CC wrt Watchers?? I would like to be notified everytime a ticket is touched, and have added myself as an AdminCC, but I still don't get notified when tickets are changed. Any ideas for me?! -------------- next part -------------- An HTML attachment was scrubbed... URL: From ralexander at musiciansfriend.com Fri May 16 13:14:18 2003 From: ralexander at musiciansfriend.com (Ron Alexander) Date: 16 May 2003 10:14:18 -0700 Subject: [rt-users] localtime(time) problem Message-ID: <1053105258.1625.219.camel@ronsBox> I want to insert the current date and time into the Starts field on Ticket Creation. I figured I could do this with localtime(time). This works in a normal perl script. But when I try to include it in the Create.html like so: Starts: I get this out: 2481016410351351 Which, in addition to being unreadable, translates to: Wed Dec 31 15:59:59 1969 -- /************************************************************ * Ron Alexander ralexander at musiciansfriend.com * * Programmer/Analyst Musician's Friend, Inc.* * Phone:(541)774-5362 http://www.musiciansfriend.com * ************************************************************/ From jesse at bestpractical.com Fri May 16 13:17:23 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 16 May 2003 13:17:23 -0400 Subject: [rt-users] localtime(time) problem In-Reply-To: <1053105258.1625.219.camel@ronsBox> References: <1053105258.1625.219.camel@ronsBox> Message-ID: <20030516171723.GA24853@fsck.com> On Fri, May 16, 2003 at 10:14:18AM -0700, Ron Alexander wrote: > I want to insert the current date and time into the Starts field on > Ticket Creation. I figured I could do this with localtime(time). This > works in a normal perl script. But when I try to include it in the > Create.html like so: > Starts: try <%scalar localtime()%> -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From darren at boston.com Fri May 16 13:17:09 2003 From: darren at boston.com (darren chamberlain) Date: Fri, 16 May 2003 13:17:09 -0400 Subject: [rt-users] AdminCC v CC In-Reply-To: <049001c31bcd$c7067280$0a02010a@renditionnetworks.com> References: <049001c31bcd$c7067280$0a02010a@renditionnetworks.com> Message-ID: <20030516-70c4a8b7901d865d2e326fb797bbed30@tumbleweed.boston.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 * Stevo [2003-05-16 13:12]: > I got a stupid question that I'm sure you guys can easily answer!! > What's the difference between an AdminCC and a CC wrt Watchers?? I > would like to be notified everytime a ticket is touched, and have > added myself as an AdminCC, but I still don't get notified when > tickets are changed. > > Any ideas for me?! Have you tried simply making yourself both a CC and an AdminCC? (darren) - -- The man who is denied the opportunity of making decisions of importance begins to regard as important the decisions he is allowed to make. -- C. Northcote Parkinson -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) iD8DBQE+xR0VzsinjrVhZaoRAkAAAJ9iX8dD5EtYvkt20sI75OmBpwngCQCgh3TI whzQyTFsbR3W0NrEJzHc+hg= =UXcy -----END PGP SIGNATURE----- From ArtMorales at scionpharma.com Fri May 16 14:32:24 2003 From: ArtMorales at scionpharma.com (Art Morales) Date: Fri, 16 May 2003 14:32:24 -0400 Subject: [rt-users] Official Attachment Status Message-ID: Hi there, I applied the fixes and I can indeed see attachments included through the web interface, but not if they are sent by email and the mailgate... Art -----Original Message----- From: Autrijus Tang [mailto:autrijus at autrijus.org] Sent: Thursday, May 15, 2003 8:26 AM To: Art Morales Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Official Attachment Status On Wed, May 14, 2003 at 10:14:55AM -0400, Art Morales wrote: > Hello, > > After reading through the archives, I'm not entirely clear if > attachments are supposed to be working in the latest version (3.0.2). > Mine aren't, so before I dig down to figure out what I did wrong, I > was wondering if we could get the official word. I'm running RH8, > apache2/modperl1.99 (everything else works great) Unicode-characters in WebUI's "file attachments" has been fixed here by the change below. Hadn't tested it with the mail-gateway, though. Thanks, /Autrijus/ Change 5860 by autrijus at ehrtest on 2003/05/15 12:00:25 * utf8 filenames in attachments is now ok. * no longer attempts to convert web-attached textual parts into utf8, only the body. Affected files ... ... //depot/RT/rt/lib/RT/Attachment_Overlay.pm#18 edit ... //depot/RT/rt/lib/RT/Interface/Web.pm#50 edit Differences ... ==== //depot/RT/rt/lib/RT/Attachment_Overlay.pm#18 (text) ==== @@ -136,7 +136,10 @@ chomp($Subject); #Get the filename - my $Filename = $Attachment->head->recommended_filename; + my $Filename = $Attachment->head->recommended_filename || eval { + ${ $Attachment->head->{mail_hdr_hash}{'Content-Disposition'}[0] } + =~ /^.*\bfilename="(.*)"$/ ? $1 : '' + }; if ( $Attachment->parts ) { $id = $self->SUPER::Create( ==== //depot/RT/rt/lib/RT/Interface/Web.pm#50 (text) ==== @@ -453,6 +453,8 @@ ); } + RT::I18N::SetMIMEEntityToUTF8($Message); # convert text parts into + utf-8 + my $cgi_object = $m->cgi_object; if (my $filehandle = $cgi_object->upload( $args{'AttachmentFieldName'} ) ) { @@ -478,10 +480,11 @@ $filename = "$filehandle" unless defined($filename); $filename =~ s#^.*[\\/]##; + $Message->attach( Path => $temp_file, - Filename => $filename, - Type => $uploadinfo->{'Content-Type'} + Filename => Encode::decode_utf8($filename), + Type => $uploadinfo->{'Content-Type'}, ); close($fh); @@ -490,7 +493,6 @@ } $Message->make_singlepart(); - RT::I18N::SetMIMEEntityToUTF8($Message); # convert text parts into utf-8 return ($Message); } From jesse at bestpractical.com Fri May 16 15:18:30 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 16 May 2003 15:18:30 -0400 Subject: [rt-users] RT2: Killing Tickets & sending emails? In-Reply-To: <2957143937.1052931551@gsieb2.dhcp.corp.lumeta.com> References: <2957143937.1052931551@gsieb2.dhcp.corp.lumeta.com> Message-ID: <20030516191830.GC23719@fsck.com> Have a look through the archives for a tool to remove dead tickets from the database. On Wed, May 14, 2003 at 04:59:11PM -0400, Glenn Sieb wrote: > I have a queue that's been dead for a while, and we want to just clean the > queue out--I'd like to somehow kill the tickets without sending any > notification to the users who requested them. Does "kill"ing the ticket do > that? or making it "dead"? > > Thanks, > Glenn > > --- > Glenn E. Sieb > System Administrator > Lumeta Corporation > +1 732 357-3514 (V) > +1 732 564-0731 (Fax) > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 jfn at msc.com Fri May 16 15:53:32 2003 From: jfn at msc.com (Joseph Noonan) Date: Fri, 16 May 2003 14:53:32 -0500 (CDT) Subject: [rt-users] rt-mailgate EX_TEMPFAIL Message-ID: <20030516144613.G5862@pcjfn.msc.com> Hi all, I think I've just about gotten RT 3.0.1 installed and configured. When I try and run rt-mailgate like this: |/usr/local/rt3/bin/rt-mailgate --queue comp-support --action correspond --url http://localhost/ sendmail gives this: (Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL) "|/usr/local/rt3/bin/rt-mailgate --que and leaves the mail in the local queue. I've read the manual and the file rt-mailgate itself. (I've read rumors of a man page but can find no evidence of it.) I'm lost. Any clues gratefully accepted. Thanks, -- Joseph F. Noonan Rigaku/MSC Inc. jfn at msc.com From colint at oeone.com Fri May 16 15:57:34 2003 From: colint at oeone.com (C. T.) Date: Fri, 16 May 2003 15:57:34 -0400 Subject: [rt-users] RT upgrade 2.0.x - 3.0.x Message-ID: <3EC542AE.7010403@oeone.com> Hi, I was wondering if there are any issues upgrading directly from 2.0.x to 3.0.x. Are there any known problems or should I just be able to go through step 1-4 and 6 and be done? Thanks in advance for any help. Colin Tisdall QA/IS OEone Corporation From richard.de.jong at framfab.nl Fri May 16 15:58:03 2003 From: richard.de.jong at framfab.nl (Richard de Jong) Date: Fri, 16 May 2003 21:58:03 +0200 Subject: [rt-users] rt-mailgate EX_TEMPFAIL Message-ID: <6644577A35779B498555C8A8FB444720012D8238@nlamsmail.nqff.nl> Hi Joseph, Did you link /usr/local/rt3/bin/rt-mailgate to your /etc/smrsh dir? Only programs listed there, are trusted by Sendmail to excecute as an alias. SMRSH stands for Sendmail Restricted Shell. Grtz, Rich -----Original Message----- From: Joseph Noonan [mailto:jfn at msc.com] Sent: vrijdag 16 mei 2003 21:54 To: rt-users at lists.fsck.com Subject: [rt-users] rt-mailgate EX_TEMPFAIL Hi all, I think I've just about gotten RT 3.0.1 installed and configured. When I try and run rt-mailgate like this: |/usr/local/rt3/bin/rt-mailgate --queue comp-support --action correspond --url http://localhost/ sendmail gives this: (Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL) "|/usr/local/rt3/bin/rt-mailgate --que and leaves the mail in the local queue. I've read the manual and the file rt-mailgate itself. (I've read rumors of a man page but can find no evidence of it.) I'm lost. Any clues gratefully accepted. Thanks, -- Joseph F. Noonan Rigaku/MSC Inc. jfn at msc.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 ges at lumeta.com Fri May 16 15:39:09 2003 From: ges at lumeta.com (Glenn Sieb) Date: Fri, 16 May 2003 15:39:09 -0400 Subject: [rt-users] RT2: Killing Tickets & sending emails? In-Reply-To: <20030516191830.GC23719@fsck.com> References: <2957143937.1052931551@gsieb2.dhcp.corp.lumeta.com> <20030516191830.GC23719@fsck.com> Message-ID: <75035015.1053099549@gsieb2.dhcp.corp.lumeta.com> --On Friday, May 16, 2003 3:18 PM -0400 Jesse Vincent wrote: > Have a look through the archives for a tool to remove dead > tickets from the database. Sorry I guess I should be clearer.. I would like to kill tickets. I want them dead. Out of our hair. :) Is the action I want "Kill"ing or "Dead"ing the tickets in question? Thanks, Glenn I do not, however, want the action I do to cause email to be sent to the owners/requestors of those tickets.... > On Wed, May 14, 2003 at 04:59:11PM -0400, Glenn Sieb wrote: >> I have a queue that's been dead for a while, and we want to just clean >> the queue out--I'd like to somehow kill the tickets without sending any >> notification to the users who requested them. Does "kill"ing the ticket >> do that? or making it "dead"? >> >> Thanks, >> Glenn >> >> --- >> Glenn E. Sieb >> System Administrator >> Lumeta Corporation >> +1 732 357-3514 (V) >> +1 732 564-0731 (Fax) >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.fsck.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. --- Glenn E. Sieb System Administrator Lumeta Corporation +1 732 357-3514 (V) +1 732 564-0731 (Fax) From jfn at msc.com Fri May 16 16:09:04 2003 From: jfn at msc.com (Joseph Noonan) Date: Fri, 16 May 2003 15:09:04 -0500 (CDT) Subject: [rt-users] rt-mailgate EX_TEMPFAIL In-Reply-To: <6644577A35779B498555C8A8FB444720012D8238@nlamsmail.nqff.nl> References: <6644577A35779B498555C8A8FB444720012D8238@nlamsmail.nqff.nl> Message-ID: <20030516150343.M5862@pcjfn.msc.com> On Fri, 16 May 2003 at 9:58pm Richard de Jong wrote: > Hi Joseph, > > Did you link /usr/local/rt3/bin/rt-mailgate to your /etc/smrsh dir? Only > programs listed there, are trusted by Sendmail to excecute as an alias. > SMRSH stands for Sendmail Restricted Shell. > > Grtz, Rich > Hi Rich, I probably should have mentioned I am not running Red Hat and am in fact running FreeBSD 4.8 which does not use smrsh by default. Further, I've compiled my own sendmail that I know doesn't use smrsh. The failure message complains about '/bin/sh' and I'm pretty sure that when using smrsh (I have used it before), if the program isn't listed in /etc/smrsh (or .../sm.bin) that the failure isn't temporary, but permanent. Thanks, -- Joseph F. Noonan Rigaku/MSC Inc. jfn at msc.com From ralexander at musiciansfriend.com Fri May 16 17:18:12 2003 From: ralexander at musiciansfriend.com (Ron Alexander) Date: 16 May 2003 14:18:12 -0700 Subject: [rt-users] RE: AdminCC v CC In-Reply-To: <20030516195504.25139.72308.Mailman@pallas.eruditorum.org> References: <20030516195504.25139.72308.Mailman@pallas.eruditorum.org> Message-ID: <1053119896.1863.264.camel@ronsBox> > 6. AdminCC v CC (Stevo) > Subject: [rt-users] AdminCC v CC > I got a stupid question that I'm sure you guys can easily answer!! = > What's the difference between an AdminCC and a CC wrt Watchers?? I = > would like to be notified everytime a ticket is touched, and have added = > myself as an AdminCC, but I still don't get notified when tickets are = > changed. > > Any ideas for me?! Steveo, Have you checked your scrips? Have you tested mail from RT? What type of change are you talking about? Status change? Comment or Correspondence? From ralexander at musiciansfriend.com Fri May 16 17:24:25 2003 From: ralexander at musiciansfriend.com (Ron Alexander) Date: 16 May 2003 14:24:25 -0700 Subject: [rt-users] Re: rt-users digest, Vol 1 #1143 - 12 msgs In-Reply-To: <20030516195504.25139.72308.Mailman@pallas.eruditorum.org> References: <20030516195504.25139.72308.Mailman@pallas.eruditorum.org> Message-ID: <1053120265.1863.273.camel@ronsBox> > Subject: Re: [rt-users] Automatically Open Tickets?? > It would be very nice if scrips could run both before and after ticket > save. Then you could have a post-scrip that adjusts fields without > having to worry about getting your changes stomped on. Maybe this is > possible and I have just not been properly enlightened yet. > > Mark Mark, I am not sure if this is possible, but I added a scrip that does this: sub Commit { my $self = shift; $arg = $self->Argument; my (@Requestors); if ($arg =~ /\bRequestors\b/) { push (@Requestors, @{$self->TicketObj->Requestors->EmailAddress}); } push (@Requestors, "theboss\@here.com"); my ($Requestor); $Requestor = join(",", at Requestors); $self->TicketObj->AddRequestor(Email => $Requestor); return $self; } I noticed odd behaviour when checking out the email the boss recieved for tickets created with this scrip enabled. The first email he got was AdminCC onCreate. The only requestor listed was the one input in the WebUI. The second email he received was Requestor onCreate. This one listed both the original WebUI requestor as well as the boss who was added in the scrip. I am not sure if this would be an example of pre and post processing. But maybe? Also, this is my first scrip. If anybody has any pointers please feel free to email me off list. I can forward the full scrip if wanted. Thanks! From andy at bribed.net Fri May 16 17:29:48 2003 From: andy at bribed.net (Andy Coates) Date: Fri, 16 May 2003 22:29:48 +0100 Subject: [rt-users] AdminCC v CC In-Reply-To: <049001c31bcd$c7067280$0a02010a@renditionnetworks.com> References: <049001c31bcd$c7067280$0a02010a@renditionnetworks.com> Message-ID: <20030516212948.GS252@andy.btvs.net> Stevo (checkpoint at ozbergs.com) wrote: > I got a stupid question that I'm sure you guys can easily answer!! What's the difference between an AdminCC and a CC wrt Watchers?? I would like to be notified everytime a ticket is touched, and have added myself as an AdminCC, but I still don't get notified when tickets are changed. > > Any ideas for me?! At first guess: a) there is no scrip associated with transaction changes? or b) you're doing the change, so it won't notify you (since you obviously know you've modified it) Not sure about b), but that does happen with some aspects of RT. Andy. -- n: Andy Coates e: andy at bribed.net From checkpoint at ozbergs.com Fri May 16 17:26:04 2003 From: checkpoint at ozbergs.com (Stevo) Date: Fri, 16 May 2003 14:26:04 -0700 Subject: [rt-users] RE: AdminCC v CC References: <20030516195504.25139.72308.Mailman@pallas.eruditorum.org> <1053119896.1863.264.camel@ronsBox> Message-ID: <052901c31bf1$c1a23fd0$0a02010a@renditionnetworks.com> I'm after any kind of change... And mail works great from RT - when someone creates a ticket, it sends me an email that the ticket was created, but I'd like to get an email anytime someone makes a status change, adds a comment or adds correspondence. I still don't understand the difference between the AdminCC and CC as well... --Stevo ----- Original Message ----- From: "Ron Alexander" To: Sent: Friday, May 16, 2003 2:18 PM Subject: [rt-users] RE: AdminCC v CC > > > 6. AdminCC v CC (Stevo) > > Subject: [rt-users] AdminCC v CC > > I got a stupid question that I'm sure you guys can easily answer!! = > > What's the difference between an AdminCC and a CC wrt Watchers?? I = > > would like to be notified everytime a ticket is touched, and have added = > > myself as an AdminCC, but I still don't get notified when tickets are = > > changed. > > > > Any ideas for me?! > Steveo, > Have you checked your scrips? Have you tested mail from RT? What type of > change are you talking about? Status change? Comment or Correspondence? > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From midgard at garnetws.com Fri May 16 18:10:40 2003 From: midgard at garnetws.com (Miles Scruggs) Date: Fri, 16 May 2003 15:10:40 -0700 Subject: [rt-users] RT with Qmail HOWTO In-Reply-To: <20030516121737.GC21111@isorauta.ntc.nokia.com> Message-ID: <003401c31bf7$fd0e7100$1701a8c0@canuck> Looks all good, but I still can't get it going. What it looks like in your Howto is that you cover how to process mail once it is received, or does this have anything to do with outgoing mail as well? I have no need to process incoming mail, I would just like updates and such to be sent to the apropriate watchers when tickets are updated, and or changed. Here is what my logs put out [Fri May 16 21:50:43 2003] [info]: RT::Scrip=HASH(0x9393f90): Couldn't prepare Open Tickets (/usr/local/RT/lib/RT/Scrip_Overlay.pm:338) [Fri May 16 21:50:44 2003] [info]: #14/47 - Scrip 4 (/usr/local/RT/lib/RT/Action/SendEmail.pm:91) [Fri May 16 21:50:44 2003] [info]: sent To: Cc: Bcc: exothermic at softhome.net (/usr/local/RT/lib/RT/Action/SendEmail.pm:205) [Fri May 16 21:50:45 2003] [info]: #14/47 - Scrip 5 (/usr/local/RT/lib/RT/Action/SendEmail.pm:91) [Fri May 16 21:50:45 2003] [info]: sent To: Cc: exothermic at softhome.net,miles.scruggs at garnetws.com Bcc: (/usr/local/RT/lib/RT/Action/SendEmail.pm:205) [Fri May 16 21:50:45 2003] [info]: #14/47 - Scrip 6 (/usr/local/RT/lib/RT/Action/SendEmail.pm:91) [Fri May 16 21:50:46 2003] [info]: No recipients found. Not sending. (/usr/local/RT/lib/RT/Action/SendEmail.pm:170) My smtp logs do not show any activity at all. Here are what I see as the pertinate lines from the config Set($MailCommand , 'sendmailpipe'); Set($SendmailArguments , "-oi -t"); Set($SendmailPath , "/var/qmail/bin/sendmail"); Someone sudjested that I replace the sendmail wrapper that is called in the config with something that logs and calls a new sendmail wrapper, so that I can see what is happening. While I understand this in theory, I don't know how to do it, would you be willing to elaborate. I'm really stumped, and I'm sure I'm just missing one little thing. Miles From midgard at garnetws.com Fri May 16 18:12:44 2003 From: midgard at garnetws.com (Miles Scruggs) Date: Fri, 16 May 2003 15:12:44 -0700 Subject: [rt-users] Qmail killed my outbound mail. *sigh* In-Reply-To: Message-ID: <003501c31bf8$470b0610$1701a8c0@canuck> > > My MTA doesn't see any mail from RT at all. RT logs just say that > > mail is being sent, but that is as far as it goes. > > I'm slightly skeptical. You could try replacing the sendmail > command with something that logs, and execs a sendmail > wrapper in it's place. I understand the threory of what is going on here, but I don't know how to impliment it. Could you please elaborate for me, I'm using Slackware so bash is avalible. I can see basically I need to write a script to get passed the arguments from RT that will log them, and pass them to sendmail wrapper. Thanks for your help Miles From jesse at bestpractical.com Fri May 16 19:27:42 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 16 May 2003 19:27:42 -0400 Subject: [rt-users] [rt-announce] RT2 to RT3 1.13 Message-ID: <20030516232742.GF23719@fsck.com> The RT2 to RT3 migration tool has been upgraded to fix a bug where certain incorrect data in an RT2 database could cause an import error. (It would die after complaining about not knowing what to do with a hash) Version 1.13 is immediately available from http://fsck.com/pub/rt/devel/rt2-to-rt3.tar.gz -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. _______________________________________________ rt-announce mailing list rt-announce at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-announce From amelton at gservices-us.com Fri May 16 19:52:42 2003 From: amelton at gservices-us.com (Andy Melton) Date: Fri, 16 May 2003 16:52:42 -0700 Subject: [rt-users] BP Logo Message-ID: <01cf01c31c06$3e0348d0$f4a8a8c0@amm8200> For the sake of not having to see an "X" in the corner of my screen, why is it that when I connect to the server from the local machine, I have the Best Practical logo in the upper left corner. When I connect from any other machine, the image is missing. Is it my WebImagesURL? -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri May 16 22:57:10 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 16 May 2003 22:57:10 -0400 Subject: [rt-users] BP Logo In-Reply-To: <01cf01c31c06$3e0348d0$f4a8a8c0@amm8200> References: <01cf01c31c06$3e0348d0$f4a8a8c0@amm8200> Message-ID: <20030517025710.GH23719@fsck.com> On Fri, May 16, 2003 at 04:52:42PM -0700, Andy Melton wrote: > For the sake of not having to see an "X" in the corner of my screen, why > is it that when I connect to the server from the local machine, I have > the Best Practical logo in the upper left corner. > > When I connect from any other machine, the image is missing. Is it my > WebImagesURL? Sounds like it. have you taken a look at the url in the generated html? -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From benjamin.oris at digitaleyecandy.biz Sat May 17 04:36:30 2003 From: benjamin.oris at digitaleyecandy.biz (Benjamin Oris Jr) Date: Sat, 17 May 2003 16:36:30 +0800 Subject: [rt-users] fastcgi with rt3 Message-ID: <20030517163630.D11642@panay.digitaleyecandy.biz> Hi, I've just installed request tracker 3.0.1 on Red Hat 7.3 but can't get the web interface going. I'm using mod_fastcgi-2.4.0 instead of mod_perl so as to use DSO with rpm-installed apache-1.3.23. Postgresql 7.2.1 is my backend database system. This is the error I'm getting from apache's error_log: [Sat May 17 13:40:56 2003] [notice] Accept mutex: sysvsem (Default: sysvsem) Insecure dependency in require while running setgid at /opt/rt3/lib/RT/I18N.pm line 82. Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line 28. But I've already installed perl-suidperl to make setgid to work. I think I've installed all the dependencies as the script 'rt-test-dependencies --with-postgres --with-fastcgi' found all modules it searched. Here are the directives I've added to the default Red Hat httpd.conf: LoadModule fastcgi_module /usr/lib/apache/mod_fastcgi.so AddModule mod_fastcgi.c AddHandler fastcgi-script fcgi fcg fpl ServerName myhost.digitaleyecandy.biz DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 Options All FastCgiServer /opt/rt3/bin/mason_handler.fcgi Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias / "/opt/rt3/bin/" What's wrong with my setup? Benj From paolo at mighty.co.za Sat May 17 05:51:06 2003 From: paolo at mighty.co.za (Paolo Campanella) Date: Sat, 17 May 2003 11:51:06 +0200 Subject: [rt-users] rt-mailgate EX_TEMPFAIL In-Reply-To: <20030516144613.G5862@pcjfn.msc.com> References: <20030516144613.G5862@pcjfn.msc.com> Message-ID: <200305170951.h4H9p6Z03030@paolo.home.dom> On Fri, 16 May 2003 14:53:32 -0500 (CDT) Joseph Noonan wrote: > When I try and run rt-mailgate like this: > > |/usr/local/rt3/bin/rt-mailgate --queue comp-support --action correspond > |--url http://localhost/ > > sendmail gives this: > > (Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL) > "|/usr/local/rt3/bin/rt-mailgate --que > > and leaves the mail in the local queue. I've read the manual and Go to http://localhost/ in a browser (if you can run a browser on the machine itself, of course) and check that there is a valid RT installation running there. Is your RT installation really set up on the default virtual host of your web server? Seems unlikely. Bye Paolo From pdh at bestpractical.com Sat May 17 06:10:02 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Sat, 17 May 2003 20:10:02 +1000 Subject: [rt-users] fastcgi with rt3 In-Reply-To: <20030517163630.D11642@panay.digitaleyecandy.biz> References: <20030517163630.D11642@panay.digitaleyecandy.biz> Message-ID: <20030517101002.GC540@luggage.apana.org.au> Benjamin Oris Jr wrote: > I've just installed request tracker 3.0.1 on Red Hat 7.3 but can't get the > web interface going. I'm using mod_fastcgi-2.4.0 instead of mod_perl so as > > [Sat May 17 13:40:56 2003] [notice] Accept mutex: sysvsem (Default: > sysvsem) Insecure dependency in require while running setgid at > /opt/rt3/lib/RT/I18N.pm line 82. Upgrade to 3.0.2, this is believed to have been corrected there. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jfn at msc.com Sat May 17 07:57:34 2003 From: jfn at msc.com (Joseph Noonan) Date: Sat, 17 May 2003 06:57:34 -0500 (CDT) Subject: [rt-users] rt-mailgate EX_TEMPFAIL In-Reply-To: <200305170951.h4H9p6Z03030@paolo.home.dom> References: <20030516144613.G5862@pcjfn.msc.com> <200305170951.h4H9p6Z03030@paolo.home.dom> Message-ID: <20030517065650.X5862@pcjfn.msc.com> On Sat, 17 May 2003 at 11:51am Paolo Campanella wrote: > On Fri, 16 May 2003 14:53:32 -0500 (CDT) > Joseph Noonan wrote: > > > When I try and run rt-mailgate like this: > > > > |/usr/local/rt3/bin/rt-mailgate --queue comp-support --action correspond > > |--url http://localhost/ > > > > sendmail gives this: > > > > (Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL) > > "|/usr/local/rt3/bin/rt-mailgate --que > > > > and leaves the mail in the local queue. I've read the manual and > > Go to http://localhost/ in a browser (if you can run a browser on the > machine itself, of course) and check that there is a valid RT > installation running there. Is your RT installation really set up on > the default virtual host of your web server? Seems unlikely. Yes! That was it. Thank you. From sg at di-net.ru Sat May 17 08:38:31 2003 From: sg at di-net.ru (Andrey A. Ryazanov) Date: Sat, 17 May 2003 15:38:31 +0300 Subject: [rt-users] a problem with international characters Message-ID: <20030517123831.M61066@di-net.ru> Hi! I've just installed RT 3.0.2 - it's cool :-) It works fine, except this: when I try to update template or to post any comment on ticket or to fill in any field on the web with international (eg. russian) characters - it doesn't do it! It just says nothing like I never did it ;( It says no error - nothing ... When I press submit button the form silently reverts to its original state. However ASCII characters do go fine and even emailed ticket with either ASCII or international characters are being displayed correctly on the web (ru localization works too). Please help! I run FreeBSD 4.8-RC with Perl 5.8.0, Apache 1.3.x with FastCGI, MySQL. From lists at konfido.de Sat May 17 08:39:41 2003 From: lists at konfido.de (Matthias Juchem) Date: Sat, 17 May 2003 14:39:41 +0200 Subject: [rt-users] Re: RT with Qmail HOWTO In-Reply-To: <20030517095503.10514.71073.Mailman@pallas.eruditorum.org> References: <20030517095503.10514.71073.Mailman@pallas.eruditorum.org> Message-ID: <200305171439.41517.lists@konfido.de> Hi. I have written a small Perl script for using qmail with RT with qmail's virtual domains: http://konfido.de/misc/software It's written for RT2, but I've used it for RT3, to. You just have to modify the mailgate call. Regards, Matthias From mjj at isorauta.ntc.nokia.com Sat May 17 10:51:24 2003 From: mjj at isorauta.ntc.nokia.com ('Mike Jackson') Date: Sat, 17 May 2003 17:51:24 +0300 Subject: [rt-users] RT with Qmail HOWTO In-Reply-To: <003401c31bf7$fd0e7100$1701a8c0@canuck> References: <20030516121737.GC21111@isorauta.ntc.nokia.com> <003401c31bf7$fd0e7100$1701a8c0@canuck> Message-ID: <20030517145124.GA27681@isorauta.ntc.nokia.com> ext Miles Scruggs (midgard at garnetws.com) wrote: > Looks all good, but I still can't get it going. What it looks like in > your Howto is that you cover how to process mail once it is received, or > does this have anything to do with outgoing mail as well? Yep. That's why it wasn't called the "Qmail HOWTO". There are already good ones available. This was meant to cover the extra work between an already working Qmail installation and a new RT installation. Check out www.lifewithqmail.org for help setting up Qmail. -- mike From midgard at garnetws.com Sat May 17 16:17:13 2003 From: midgard at garnetws.com (Miles Scruggs) Date: Sat, 17 May 2003 13:17:13 -0700 Subject: [rt-users] RT with Qmail HOWTO In-Reply-To: <20030517145124.GA27681@isorauta.ntc.nokia.com> Message-ID: <004c01c31cb1$4e6b7480$1701a8c0@canuck> > ext Miles Scruggs (midgard at garnetws.com) wrote: > > Looks all good, but I still can't get it going. What it > looks like in > > your Howto is that you cover how to process mail once it is > received, > > or does this have anything to do with outgoing mail as well? > > Yep. That's why it wasn't called the "Qmail HOWTO". There are > already good ones available. This was meant to cover the > extra work between an already working Qmail installation and > a new RT installation. Sorry I guess I wasn't too clear. I do have a currently working qmail system, both incoming and outgoing, using vpopmail for virtual domains. Other programs are currently using qmail for outgoing mail, so I think the MTA is working fine. What I'm saying is that I'm having trouble getting RT to use qmail for outgoing corespondence, incoming processing would be nice, but not something that I really care about. In the previous mails, I gave my logs etc, but I'm still stumped Thanks Miles From mjj at isorauta.ntc.nokia.com Sat May 17 16:57:59 2003 From: mjj at isorauta.ntc.nokia.com ('Mike Jackson') Date: Sat, 17 May 2003 23:57:59 +0300 Subject: [rt-users] RT with Qmail HOWTO In-Reply-To: <004c01c31cb1$4e6b7480$1701a8c0@canuck> References: <20030517145124.GA27681@isorauta.ntc.nokia.com> <004c01c31cb1$4e6b7480$1701a8c0@canuck> Message-ID: <20030517205759.GA28396@isorauta.ntc.nokia.com> ext Miles Scruggs (midgard at garnetws.com) wrote: > > What I'm saying is that I'm having trouble getting RT to use qmail for > outgoing corespondence, incoming processing would be nice, but not > something that I really care about. Your outgoing mail configuration in etc/config.pm isn't any different than mine, except that I have a link from /var/qmail/bin/sendmail to /usr/sbin/sendmail so I call that instead. To debug qmail, just tail it's logfile while trying to send a message. The logfile location depends on your site-specific configuration. If you aren't the one who set the Qmail up, then ask the person who did. -- mike From stucki-rt-users at math.fu-berlin.de Sat May 17 17:09:18 2003 From: stucki-rt-users at math.fu-berlin.de (Chr. von Stuckrad) Date: Sat, 17 May 2003 23:09:18 +0200 Subject: [rt-users] RT with Qmail HOWTO In-Reply-To: <20030517205759.GA28396@isorauta.ntc.nokia.com> References: <20030517145124.GA27681@isorauta.ntc.nokia.com> <004c01c31cb1$4e6b7480$1701a8c0@canuck> <20030517205759.GA28396@isorauta.ntc.nokia.com> Message-ID: <20030517210918.GC17327@leibniz.math.fu-berlin.de> On Sat, May 17, 2003 at 11:57:59PM +0300, 'Mike Jackson' wrote: > than mine, except that I have a link from /var/qmail/bin/sendmail to > /usr/sbin/sendmail so I call that instead. That reminds me... There are sometimes (LINUX?) *two* places where that link has to be done to: /usr/lib/sendmail /usr/sbin/sendmail So may be one is missing or pointing to the original sendmail and the mail stranded in sendmails queue. Stucki -- Christoph von Stuckrad * * |nickname |\ Freie Universitaet Berlin |/_*|'stucki' |Tel(days):+49 30 838-75 459| Fachbereich Mathematik, EDV|\ *|if online|Tel(else):+49 30 77 39 6600| Arnimallee 2-6/14195 Berlin* * |on IRCnet|Fax(alle):+49 30 838-75454/ From mjj at isorauta.ntc.nokia.com Sat May 17 17:13:13 2003 From: mjj at isorauta.ntc.nokia.com (Mike Jackson) Date: Sun, 18 May 2003 00:13:13 +0300 Subject: [rt-users] RT with Qmail HOWTO In-Reply-To: <20030517210918.GC17327@leibniz.math.fu-berlin.de> References: <20030517145124.GA27681@isorauta.ntc.nokia.com> <004c01c31cb1$4e6b7480$1701a8c0@canuck> <20030517205759.GA28396@isorauta.ntc.nokia.com> <20030517210918.GC17327@leibniz.math.fu-berlin.de> Message-ID: <20030517211313.GB28396@isorauta.ntc.nokia.com> ext Chr. von Stuckrad (stucki-rt-users at math.fu-berlin.de) wrote: > On Sat, May 17, 2003 at 11:57:59PM +0300, 'Mike Jackson' wrote: > > than mine, except that I have a link from /var/qmail/bin/sendmail to > > /usr/sbin/sendmail so I call that instead. > > That reminds me... There are sometimes (LINUX?) *two* places > where that link has to be done to: > /usr/lib/sendmail > /usr/sbin/sendmail > So may be one is missing or pointing to the original > sendmail and the mail stranded in sendmails queue. In which case Qmail is not properly configured. That's why I referred to him to the lifewithqmail howto :-) -- mike From ler at lerctr.org Sat May 17 22:35:00 2003 From: ler at lerctr.org (Larry Rosenman) Date: Sat, 17 May 2003 21:35:00 -0500 Subject: [rt-users] RT2 to RT3 Message-ID: <36870000.1053225300@lerlaptop.lerctr.org> I just upgraded from RT2.0.12 to RT3.0.2. When I finished reloading the database (using the rt2-to-rt3 file), I couldn't create tickets since the sequences for transaction.id and ticket.id (I'm using PostgreSQL), weren't updated to max(id) for each table. After I manually did a setval() on each sequence, I can now use the new RT. LER -- Larry Rosenman http://www.lerctr.org/~ler Phone: +1 972-414-9812 E-Mail: ler at lerctr.org US Mail: 1905 Steamboat Springs Drive, Garland, TX 75044-6749 From ler at lerctr.org Sun May 18 00:26:15 2003 From: ler at lerctr.org (Larry Rosenman) Date: Sat, 17 May 2003 23:26:15 -0500 Subject: [rt-users] RT2 to RT3 In-Reply-To: <36870000.1053225300@lerlaptop.lerctr.org> References: <36870000.1053225300@lerlaptop.lerctr.org> Message-ID: <90370000.1053231975@lerlaptop.lerctr.org> --On Saturday, May 17, 2003 21:35:00 -0500 Larry Rosenman wrote: > I just upgraded from RT2.0.12 to RT3.0.2. > > When I finished reloading the database (using the rt2-to-rt3 file), I > couldn't create tickets since the sequences for transaction.id and > ticket.id (I'm using PostgreSQL), weren't updated to max(id) for each > table. > > After I manually did a setval() on each sequence, I can now use the new > RT. > Also needed to do the same for the users.id sequence. > LER > > > -- > Larry Rosenman http://www.lerctr.org/~ler > Phone: +1 972-414-9812 E-Mail: ler at lerctr.org > US Mail: 1905 Steamboat Springs Drive, Garland, TX 75044-6749 > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Larry Rosenman http://www.lerctr.org/~ler Phone: +1 972-414-9812 E-Mail: ler at lerctr.org US Mail: 1905 Steamboat Springs Drive, Garland, TX 75044-6749 From midgard at garnetws.com Sun May 18 03:18:14 2003 From: midgard at garnetws.com (Miles Scruggs) Date: Sun, 18 May 2003 00:18:14 -0700 Subject: [rt-users] RT with Qmail HOWTO Message-ID: <005201c31d0d$a67c7320$1701a8c0@canuck> > > To debug qmail, just tail it's logfile while trying to send a > message. The logfile location depends on your site-specific > configuration. If you aren't the one who set the Qmail up, > then ask the person who did. When I tail the log file of /var/log/qmail/qmail-smtpd/current or /var/log/qmail/qmail-send/current I don't get anything in there, for all RT actions. Now when I use another program that uses the sendmail wrappers, php for instance. I get mail being sent and all the good stuff that goes on in log files when it does. Unfortunally I don't know enough myself to test the sendmail wrapper dirrectly, but php should suffice. Also RT logs show nothing really wrong either as far as I can tell. [Sat May 17 21:41:18 2003] [info]: RT::Scrip=HASH(0x9443f08): Couldn't prepare Open Tickets (/usr/local/RT/lib/RT/Scrip_Overlay.pm:338) [Sat May 17 21:41:19 2003] [info]: #13/49 - Scrip 4 (/usr/local/RT/lib/RT/Action/SendEmail.pm:91) [Sat May 17 21:41:19 2003] [info]: No recipients found. Not sending. (/usr/local/RT/lib/RT/Action/SendEmail.pm:170) [Sat May 17 21:41:20 2003] [info]: #13/49 - Scrip 5 (/usr/local/RT/lib/RT/Action/SendEmail.pm:91) [Sat May 17 21:41:20 2003] [info]: sent To: Cc: exothermic at softhome.net,miles.scruggs at garnetws.com Bcc: (/usr/local/RT/lib/RT/Action/SendEmail.pm:205) [Sat May 17 21:41:20 2003] [info]: #13/49 - Scrip 6 (/usr/local/RT/lib/RT/Action/SendEmail.pm:91) [Sat May 17 21:41:21 2003] [info]: No recipients found. Not sending. (/usr/local/RT/lib/RT/Action/SendEmail.pm:170) Let me know if I'm missing something Miles From mat at mat.cc Sun May 18 09:41:21 2003 From: mat at mat.cc (Mathieu Arnold) Date: Sun, 18 May 2003 15:41:21 +0200 Subject: [rt-users] rt 3 and @RT::MailPlugins In-Reply-To: <148027988.1052565539@cmantatzi.in.t-online.fr> References: <171833793.1052502411@andromede.reaumur.absolight.net> <20030509191616.GW28117@fsck.com> <148027988.1052565539@cmantatzi.in.t-online.fr> Message-ID: <77061735.1053272481@cmantatzi.in.t-online.fr> +-le 10/05/03 11:18 +0200, Mathieu Arnold ?crivait : | | | +-le 09/05/03 15:16 -0400, Jesse Vincent ?crivait : || there's no reason you need to drop configuration variables anywhere || other than the config file. If you've got a patch to the pod, I'd love || it if you can bounce it to rt-3.0-bugs at fsck.com | | I've put this in my RT_SiteConfig.pm : | @RT::MailPlugins = ( | sub { | my %args = ( Message => undef, | CurrentUser => undef, | AuthLevel => undef, | Ticket => undef, | Queue => undef, | Action => undef, | @_ ); | my $s = $args{'Message'}->head->get('X-Spam-Level'); | if (defined($s) && $s =~ /\*{8}/o) { | return (-1, undef); | } | return (0, undef); | }, | | "Auth::MailFrom"); | | I already have spamassassin set up to tag all mails, and so, I check the | X-Spam-Level header. The thing is that it does not seems to work, it seems | to create an empty ticket owned by RT... | | Any idea ? I did this based on the Filter::Spamassassin module, and well, I guess that all the return parameters are in the wrong way. In Auth::MailFrom, I see : unless ( $unpriv->Id ) { $RT::Logger->crit( "Auth::MailFrom couldn't find the 'Unprivileged' internal group" ); return ( $args{'CurrentUser'}, -1 ); } and in Filter::SpamAssassin, I see : # Spammy indeed return (-1, undef); which is obviously wrong seing that the one before works. I guess someone could fix it so that no one else tries to do things the wrong way :) -- Mathieu Arnold From gerald.fehringer at openadvice.de Mon May 19 09:35:39 2003 From: gerald.fehringer at openadvice.de (Gerald Fehringer) Date: Mon, 19 May 2003 15:35:39 +0200 Subject: [rt-users] another request for reports... Message-ID: <200305191535.39752.gerald.fehringer@openadvice.de> hi, i just play arround with jesses' statusreport script, but unfortunately i'm not a perl coder and i still have issues with the correct output. so I'm really curious, if some of you perl-gurus (i'm pretty sure it takes so just a couple minutes), would share your scripts ? there are several request for rt3 contrib stuff, but i really couldn't find a satisifed answer from anyone ? cheers and thanks geri From nick at strongholdtech.com Mon May 19 11:02:21 2003 From: nick at strongholdtech.com (Nicolae P. Costescu) Date: Mon, 19 May 2003 11:02:21 -0400 Subject: [rt-users] RE: fixes for attachments / rt3 In-Reply-To: Message-ID: <5.2.1.1.2.20030519110133.027ff488@mail.strongholdtech.com> I have applied Art's patch and it does fix attachments for me. I'm also running RH8.0 US version. Thank you Art! At 09:15 AM 5/19/2003 -0400, you wrote: >These patches only fix the attachments through the web, not the mailgate >yet. > >Art > >-----Original Message----- >From: Autrijus Tang [mailto:autrijus at autrijus.org] >Sent: Thursday, May 15, 2003 8:26 AM >To: Art Morales >Cc: rt-users at lists.fsck.com >Subject: Re: [rt-users] Official Attachment Status > > >On Wed, May 14, 2003 at 10:14:55AM -0400, Art Morales wrote: > > Hello, > > > > After reading through the archives, I'm not entirely clear if > > attachments are supposed to be working in the latest version (3.0.2). > > Mine aren't, so before I dig down to figure out what I did wrong, I > > was wondering if we could get the official word. I'm running RH8, > > apache2/modperl1.99 (everything else works great) > >Unicode-characters in WebUI's "file attachments" has been fixed here by >the change below. Hadn't tested it with the mail-gateway, though. > >Thanks, >/Autrijus/ > >Change 5860 by autrijus at ehrtest on 2003/05/15 12:00:25 > > * utf8 filenames in attachments is now ok. > * no longer attempts to convert web-attached textual parts into >utf8, only the body. > >Affected files ... > >... //depot/RT/rt/lib/RT/Attachment_Overlay.pm#18 edit >... //depot/RT/rt/lib/RT/Interface/Web.pm#50 edit > >Differences ... > >==== //depot/RT/rt/lib/RT/Attachment_Overlay.pm#18 (text) ==== > >@@ -136,7 +136,10 @@ > chomp($Subject); > > #Get the filename >- my $Filename = $Attachment->head->recommended_filename; >+ my $Filename = $Attachment->head->recommended_filename || eval { >+ ${ $Attachment->head->{mail_hdr_hash}{'Content-Disposition'}[0] >} >+ =~ /^.*\bfilename="(.*)"$/ ? $1 : '' >+ }; > > if ( $Attachment->parts ) { > $id = $self->SUPER::Create( > >==== //depot/RT/rt/lib/RT/Interface/Web.pm#50 (text) ==== > >@@ -453,6 +453,8 @@ > ); > } > >+ RT::I18N::SetMIMEEntityToUTF8($Message); # convert text parts into >+ utf-8 >+ > my $cgi_object = $m->cgi_object; > > if (my $filehandle = $cgi_object->upload( >$args{'AttachmentFieldName'} ) ) { @@ -478,10 +480,11 @@ > $filename = "$filehandle" unless defined($filename); > > $filename =~ s#^.*[\\/]##; >+ > $Message->attach( > Path => $temp_file, >- Filename => $filename, >- Type => $uploadinfo->{'Content-Type'} >+ Filename => Encode::decode_utf8($filename), >+ Type => $uploadinfo->{'Content-Type'}, > ); > close($fh); > >@@ -490,7 +493,6 @@ > } > > $Message->make_singlepart(); >- RT::I18N::SetMIMEEntityToUTF8($Message); # convert text parts into >utf-8 > return ($Message); > > } > >-----Original Message----- >From: Nicolae P. Costescu [mailto:nick at strongholdtech.com] >Sent: Monday, May 19, 2003 9:18 AM >To: Art Morales >Subject: RE: fixes for attachments / rt3 > > >Art >If you happen to have that msg handy would you mind sending it to me? I >also am using RH8 US version. Thanks Nick > >At 09:50 PM 5/16/2003 -0400, you wrote: > >The fixes are the ones on the message I last sent (I included the > >original > >email in my response). The attachment issue is a known issue I guess >with > >some systems. I have the problem in RH8, US version... may not be a > >problem in other installations. > > > >Art > > > > -----Original Message----- > > From: Nicolae P. Costescu [mailto:nick at strongholdtech.com] > > Sent: Fri 5/16/2003 4:59 PM > > To: Art Morales > > Cc: > > Subject: fixes for attachments / rt3 > > > > > > > > Art > > Which fixes did you apply? > > Is this a know pblm (with the attachments)? > > Thanks > > Nick > > > > > > **************************************************** > > Nicolae P. Costescu, Ph.D. / Senior Developer > > Stronghold Technologies > > 46040 Center Oak Plaza, Suite 160 / Sterling, Va 20166 > > Tel: 571-434-1472 / Fax: 571-434-1478 > > > > > >**************************************************** >Nicolae P. Costescu, Ph.D. / Senior Developer >Stronghold Technologies >46040 Center Oak Plaza, Suite 160 / Sterling, Va 20166 >Tel: 571-434-1472 / Fax: 571-434-1478 **************************************************** Nicolae P. Costescu, Ph.D. / Senior Developer Stronghold Technologies 46040 Center Oak Plaza, Suite 160 / Sterling, Va 20166 Tel: 571-434-1472 / Fax: 571-434-1478 From ArtMorales at scionpharma.com Mon May 19 10:58:35 2003 From: ArtMorales at scionpharma.com (Art Morales) Date: Mon, 19 May 2003 10:58:35 -0400 Subject: [rt-users] RE: fixes for attachments / rt3 Message-ID: Just to note, this wasn't my patch :) Credit of course goes to Autrijus Tang... :) Art -----Original Message----- From: Nicolae P. Costescu [mailto:nick at strongholdtech.com] Sent: Monday, May 19, 2003 11:02 AM To: Art Morales Cc: rt-users at lists.fsck.com Subject: RE: fixes for attachments / rt3 I have applied Art's patch and it does fix attachments for me. I'm also running RH8.0 US version. Thank you Art! At 09:15 AM 5/19/2003 -0400, you wrote: >These patches only fix the attachments through the web, not the >mailgate yet. > >Art > >-----Original Message----- >From: Autrijus Tang [mailto:autrijus at autrijus.org] >Sent: Thursday, May 15, 2003 8:26 AM >To: Art Morales >Cc: rt-users at lists.fsck.com >Subject: Re: [rt-users] Official Attachment Status > > >On Wed, May 14, 2003 at 10:14:55AM -0400, Art Morales wrote: > > Hello, > > > > After reading through the archives, I'm not entirely clear if > > attachments are supposed to be working in the latest version > > (3.0.2). Mine aren't, so before I dig down to figure out what I did > > wrong, I was wondering if we could get the official word. I'm > > running RH8, apache2/modperl1.99 (everything else works great) > >Unicode-characters in WebUI's "file attachments" has been fixed here by >the change below. Hadn't tested it with the mail-gateway, though. > >Thanks, >/Autrijus/ > >Change 5860 by autrijus at ehrtest on 2003/05/15 12:00:25 > > * utf8 filenames in attachments is now ok. > * no longer attempts to convert web-attached textual parts >into utf8, only the body. > >Affected files ... > >... //depot/RT/rt/lib/RT/Attachment_Overlay.pm#18 edit >... //depot/RT/rt/lib/RT/Interface/Web.pm#50 edit > >Differences ... > >==== //depot/RT/rt/lib/RT/Attachment_Overlay.pm#18 (text) ==== > >@@ -136,7 +136,10 @@ > chomp($Subject); > > #Get the filename >- my $Filename = $Attachment->head->recommended_filename; >+ my $Filename = $Attachment->head->recommended_filename || eval { >+ ${ $Attachment->head->{mail_hdr_hash}{'Content-Disposition'}[0] >} >+ =~ /^.*\bfilename="(.*)"$/ ? $1 : '' >+ }; > > if ( $Attachment->parts ) { > $id = $self->SUPER::Create( > >==== //depot/RT/rt/lib/RT/Interface/Web.pm#50 (text) ==== > >@@ -453,6 +453,8 @@ > ); > } > >+ RT::I18N::SetMIMEEntityToUTF8($Message); # convert text parts into >+ utf-8 >+ > my $cgi_object = $m->cgi_object; > > if (my $filehandle = $cgi_object->upload( >$args{'AttachmentFieldName'} ) ) { @@ -478,10 +480,11 @@ > $filename = "$filehandle" unless defined($filename); > > $filename =~ s#^.*[\\/]##; >+ > $Message->attach( > Path => $temp_file, >- Filename => $filename, >- Type => $uploadinfo->{'Content-Type'} >+ Filename => Encode::decode_utf8($filename), >+ Type => $uploadinfo->{'Content-Type'}, > ); > close($fh); > >@@ -490,7 +493,6 @@ > } > > $Message->make_singlepart(); >- RT::I18N::SetMIMEEntityToUTF8($Message); # convert text parts into >utf-8 > return ($Message); > > } > >-----Original Message----- >From: Nicolae P. Costescu [mailto:nick at strongholdtech.com] >Sent: Monday, May 19, 2003 9:18 AM >To: Art Morales >Subject: RE: fixes for attachments / rt3 > > >Art >If you happen to have that msg handy would you mind sending it to me? I >also am using RH8 US version. Thanks Nick > >At 09:50 PM 5/16/2003 -0400, you wrote: > >The fixes are the ones on the message I last sent (I included the > >original email in my response). The attachment issue is a known > >issue I guess >with > >some systems. I have the problem in RH8, US version... may not be a > >problem in other installations. > > > >Art > > > > -----Original Message----- > > From: Nicolae P. Costescu [mailto:nick at strongholdtech.com] > > Sent: Fri 5/16/2003 4:59 PM > > To: Art Morales > > Cc: > > Subject: fixes for attachments / rt3 > > > > > > > > Art > > Which fixes did you apply? > > Is this a know pblm (with the attachments)? > > Thanks > > Nick > > > > > > **************************************************** > > Nicolae P. Costescu, Ph.D. / Senior Developer > > Stronghold Technologies > > 46040 Center Oak Plaza, Suite 160 / Sterling, Va 20166 > > Tel: 571-434-1472 / Fax: 571-434-1478 > > > > > >**************************************************** >Nicolae P. Costescu, Ph.D. / Senior Developer >Stronghold Technologies >46040 Center Oak Plaza, Suite 160 / Sterling, Va 20166 >Tel: 571-434-1472 / Fax: 571-434-1478 **************************************************** Nicolae P. Costescu, Ph.D. / Senior Developer Stronghold Technologies 46040 Center Oak Plaza, Suite 160 / Sterling, Va 20166 Tel: 571-434-1472 / Fax: 571-434-1478 From rthien at pacific.net.sg Mon May 19 11:44:07 2003 From: rthien at pacific.net.sg (Roger J Thien) Date: Mon, 19 May 2003 23:44:07 +0800 Subject: [rt-users] Advice for new RT3 user - Strategy/Scripts for creating/importing multiple users Message-ID: <3EC8FBC7.7040306@pacific.net.sg> Hi all, I'm really new to RT3 and have just managed to get it working. I'm also a beginner to Perl and any kind assistance is much appreciated. Is there some script out there that allows one to create users from the commandline? Or even better, a Perl script that parses a text-file in say CSV format and automagically create users in the RT3 DB? Many thanks in advance for your kind help! Cheers, Roger From lists at flothow.de Mon May 19 07:22:43 2003 From: lists at flothow.de (Sebastian Flothow) Date: Mon, 19 May 2003 13:22:43 +0200 Subject: [rt-users] RT2: Killing Tickets & sending emails? In-Reply-To: <75035015.1053099549@gsieb2.dhcp.corp.lumeta.com> Message-ID: <359068C4-89EC-11D7-B5E8-000393B2BB20@flothow.de> > I want them dead. Out of our hair. :) Is the action I want "Kill"ing or > "Dead"ing the tickets in question? > > I do not, however, want the action I do to cause email to be sent to > the owners/requestors of those tickets.... Killing is what you want. Whether that sends mail depends on your scrips. Sebastian -- Sebastian Flothow sebastian at flothow.de > Because it reverses the logical flow of conversation. Why is top posting frowned upon? From amelton at gservices-us.com Mon May 19 15:06:29 2003 From: amelton at gservices-us.com (Andy Melton) Date: Mon, 19 May 2003 12:06:29 -0700 Subject: [rt-users] Re-read RT_Siteconfig.pm Message-ID: <02aa01c31e39$c2c056a0$f4a8a8c0@amm8200> I made a change to the RT_Siteconfig.pm file, how do I force RT to re-read that config file? From jesse at bestpractical.com Mon May 19 15:12:01 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 19 May 2003 15:12:01 -0400 Subject: [rt-users] Re-read RT_Siteconfig.pm In-Reply-To: <02aa01c31e39$c2c056a0$f4a8a8c0@amm8200> References: <02aa01c31e39$c2c056a0$f4a8a8c0@amm8200> Message-ID: <20030519191201.GV23719@fsck.com> You need to fully restart apache: apachectl stop apachectl start On Mon, May 19, 2003 at 12:06:29PM -0700, Andy Melton wrote: > I made a change to the RT_Siteconfig.pm file, how do I force RT to > re-read that config file? > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 dmaze at cag.lcs.mit.edu Mon May 19 15:12:29 2003 From: dmaze at cag.lcs.mit.edu (David Z Maze) Date: Mon, 19 May 2003 15:12:29 -0400 Subject: [rt-users] Re: Advice for new RT3 user - Strategy/Scripts for creating/importing multiple users In-Reply-To: <3EC8FBC7.7040306@pacific.net.sg> (Roger J. Thien's message of "Mon, 19 May 2003 23:44:07 +0800") References: <3EC8FBC7.7040306@pacific.net.sg> Message-ID: <87brxyda3m.fsf@cag.lcs.mit.edu> Roger J Thien writes: > I'm really new to RT3 and have just managed to get it working. I'm > also a beginner to Perl and any kind assistance is much appreciated. > > Is there some script out there that allows one to create users from > the commandline? Or even better, a Perl script that parses a > text-file in say CSV format and automagically create users in the RT3 > DB? I use the attached Perl script to create users in RT at my site. It works by asking the system password database for information about the user (using the perl 'getpwnam' or 'getpwuid' call), and then getting an RT::User object and calling its Create method with the correct fields extracted from the password information. 'perldoc RT::User' and 'perldoc RT::User_Overlay' will give you a listing of all of the possible fields, though it doesn't say a whole lot about what they mean. It probably wouldn't be hard to extend this to read in a CSV file, but that does involve learning enough Perl to be useful. :-) (Be careful trying to use this script without editing it: it creates 'user at cag.lcs.mit.edu', which is probably wrong for you.) -------------- next part -------------- A non-text attachment was scrubbed... Name: rtadduser Type: application/x-perl Size: 651 bytes Desc: not available URL: -------------- next part -------------- -- David Z. Maze dmaze at cag.lcs.mit.edu Research Scientist http://www.mit.edu/~dmaze/ MIT LCS Computer Architecture Group http://www.cag.lcs.mit.edu/commit/ From Greg.Hering at bench.com Mon May 19 15:12:16 2003 From: Greg.Hering at bench.com (Greg.Hering at bench.com) Date: Mon, 19 May 2003 14:12:16 -0500 Subject: [rt-users] Re-read RT_Siteconfig.pm Message-ID: <1E11D88103D7BF44AF240F64215087B30235458A@al-ex01.al.bench.com> I believe you have to STOP your HTTPD service and then restart it. I found out that if you just do a 'restart' the Mason cache doesn't get cleared. Gregory L. Hering (256) 722-6420 4807 Bradford Dr Benchmark Electronics, Inc. Hunvtsville, Al 35805 -----Original Message----- From: Andy Melton [mailto:amelton at gservices-us.com] Sent: Monday, May 19, 2003 2:06 PM To: rt-users at lists.fsck.com Subject: [rt-users] Re-read RT_Siteconfig.pm I made a change to the RT_Siteconfig.pm file, how do I force RT to re-read that config file? _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 Mon May 19 15:18:05 2003 From: khera at kcilink.com (Vivek Khera) Date: Mon, 19 May 2003 15:18:05 -0400 Subject: [rt-users] Re-read RT_Siteconfig.pm In-Reply-To: <02aa01c31e39$c2c056a0$f4a8a8c0@amm8200> References: <02aa01c31e39$c2c056a0$f4a8a8c0@amm8200> Message-ID: <16073.11757.571362.151234@yertle.int.kciLink.com> >>>>> "AM" == Andy Melton writes: AM> I made a change to the RT_Siteconfig.pm file, how do I force RT to AM> re-read that config file? Stop and restart the process running RT. For fast/speedy cgi it is the server process, for mod_perl, it is apache itself. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Vivek Khera, Ph.D. Khera Communications, Inc. Internet: khera at kciLink.com Rockville, MD +1-240-453-8497 AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/ From daves at xetron.com Mon May 19 15:15:22 2003 From: daves at xetron.com (Dave Steele) Date: Mon, 19 May 2003 19:15:22 +0000 (UTC) Subject: [rt-users] 'Search' links to redirection page Message-ID: After upgrading from 2.0.11 to 3.0.2, the search button is behaving strangely. Search results are directed to /rt3/index.html?q=<...> which returns a '200' status page, generated by Apache(?), pointing to a results page, which varies. Any reason why the redirect is not followed automatically by IE? This is running on a RH9 box, with the following RT configuration on Apache 2.0.40. Alias /rt3/ /usr/local/rt3/share/html/ PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason RedirectMatch permanent (.*)/$ http://internal.xetron.com$1/index.html From jesse at bestpractical.com Mon May 19 15:31:08 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 19 May 2003 15:31:08 -0400 Subject: [rt-users] 'Search' links to redirection page In-Reply-To: References: Message-ID: <20030519193108.GY23719@fsck.com> On Mon, May 19, 2003 at 07:15:22PM +0000, Dave Steele wrote: > After upgrading from 2.0.11 to 3.0.2, the search button is behaving > strangely. Search results are directed to /rt3/index.html?q=<...> which > returns a '200' status page, generated by Apache(?), pointing to a results > page, which varies. Any reason why the redirect is not followed > automatically by IE? > > > This is running on a RH9 box, with the following RT configuration on Apache > 2.0.40. > It's an issue with mod_perl 2 and HTML::Mason. This functionality will work fine if you downgrade to Apache 1.3. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From herbert at isis.visi.com Mon May 19 17:53:06 2003 From: herbert at isis.visi.com (Benjamin Herbert) Date: Mon, 19 May 2003 16:53:06 -0500 Subject: [rt-users] email gateway issue Message-ID: <20030519215306.GK16650@isis.visi.com> Our mail server is on a different machine that our webserver. RT is installed on the webserver. I moved rt-mailgate to the mail server and added this line to /etc/alises: support: "|/etc/smrsh/rt-mailgate --queue general --action correspond --url http://name-of-webserver/ I then run newaliases. When I send mail to this aliase there is no bounce but nothing shows up at the webserver either. It seems it sends it to a black hole. Other than the "--url" option to rt-mailgate should I be doing something else if RT is not installed on the same machine as the mail server? Any info would be appreciated. Thanks, Ben From paolo at mighty.co.za Mon May 19 19:19:06 2003 From: paolo at mighty.co.za (Paolo Campanella) Date: Tue, 20 May 2003 01:19:06 +0200 Subject: [rt-users] Perl 5.6.1 and Encode::compat problems Message-ID: <200305192319.h4JNJ6Z11513@paolo.home.dom> Hi all If you're a Perl 5.6.1 user, you might have noticed that pages which take query parameters with multiple values bomb out. For instance: http://your.rt.site/Search/Listing.html?ValueOfStatus=open&ValueOfStatus=new&StatusOp=%3D&QueueOp=%3D&ValueOfQueue=3&RowsPerPage=50&NewSearch=1 (in this case, you are given no search results, and the page displays a search term for Status of e.g. "Status = ARRAY(0xa97db3c)". A quick fix, in the top-level autohandler, is to replace this: $ARGS{$_} = Encode::decode_utf8($ARGS{$_}) foreach (keys %ARGS); with something like this: foreach (keys %ARGS) { if (ref $ARGS{$_} eq 'ARRAY') { for my $i (0..$#{$ARGS{$_}}) { $ARGS{$_}->[$i] = Encode::decode_utf8($ARGS{$_}->[$i]); } } else { $ARGS{$_} = Encode::decode_utf8($ARGS{$_}); } } I presume therefore that Perl > 5.6.1's Encode::decode_utf8() deals properly with listrefs - does anyone know if this is true? Or does rt exhibit this problem on greater Perl versions than mine as well? Bye Paolo From fred.lecul at cba.com.au Mon May 19 19:46:33 2003 From: fred.lecul at cba.com.au (Lecul, Fred) Date: Tue, 20 May 2003 09:46:33 +1000 Subject: [rt-users] install Apache::DBI failed -- need some help Message-ID: Hi all, I'm quite new to RT and am trying to upgrade RT2 to RT3, I've been following the instructions to upgrade all of the perl modules with CPAN and the very last missing module fails to load. Im using modperl1, apache 1.3 and mysql for the db. Here is the error message I'm getting. Any help appreciated. cpan> test Apache::DBI Running test for module Apache::DBI Running make for A/AB/ABH/Apache-DBI-0.91.tar.gz Is already unwrapped into directory /root/.cpan/build/Apache-DBI-0.91 Has already been processed within this session Running make test PERL_DL_NONLAZY=1 /usr/bin/perl -Iblib/arch -Iblib/lib -I/usr/lib/perl/5.6.1 -I/usr/share/perl/5.6.1 -e 'use Test::Harness qw(&runtests $verbose); $verbose=0; runtests @ARGV;' t/*.t t/10mysql....ok 2/7Use of uninitialized value in numeric eq (==) at blib/lib/Apache/DBI.pm line 84. # Failed test (t/10mysql.t at line 23) t/10mysql....NOK 3Use of uninitialized value in numeric eq (==) at blib/lib/Apache/DBI.pm line 84. # Failed test (t/10mysql.t at line 26) t/10mysql....NOK 4Use of uninitialized value in numeric eq (==) at blib/lib/Apache/DBI.pm line 84. t/10mysql....ok 5/7# Failed test (t/10mysql.t at line 31) t/10mysql....NOK 6# Failed test (t/10mysql.t at line 33) Use of uninitialized value in sprintf at /usr/local/share/perl/5.6.1/Test/Builder.pm line 618. t/10mysql....NOK 7# 'ne' # # undef # Looks like you failed 4 tests of 7. t/10mysql....dubious Test returned status 4 (wstat 1024, 0x400) DIED. FAILED tests 3-4, 6-7 Failed 4/7 tests, 42.86% okay Failed Test Stat Wstat Total Fail Failed List of Failed ---------------------------------------------------------------------------- --- t/10mysql.t 4 1024 7 4 57.14% 3-4 6-7 Failed 1/1 test scripts, 0.00% okay. 4/7 subtests failed, 42.86% okay. make: *** [test_dynamic] Error 2 /usr/bin/make test -- NOT OK cpan> ************** IMPORTANT MESSAGE ************** This e-mail message is intended only for the addressee(s) and contains information which may be confidential. If you are not the intended recipient please advise the sender by return email, do not use or disclose the contents, and delete the message and any attachments from your system. Unless specifically indicated, this email does not constitute formal advice or commitment by the sender or the Commonwealth Bank of Australia (ABN 48 123 123 124) or its subsidiaries. ************************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From stewart.james at vu.edu.au Mon May 19 21:49:13 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Tue, 20 May 2003 11:49:13 +1000 (EST) Subject: [rt-users] % sign in filename from email Message-ID: I seem to have found a way to break rt 3.0.0. A user sent a message with an attachment (actually Several) with a filename of %Picture1 It only breaks things for that ticket, however, I am not able to do any testing of it at the moment, and am working hard to purge the stuff from the DB (some of it seems to be entered into the DB). The failure occurs at the mailgateway, so the message never gets totally accepted by RT and the rt-mailgate failes - so the message is inserted several times. It does end up choking the system a bit. Has anyone else seen this (or in a postion to test this). Stewart From jesse at bestpractical.com Mon May 19 22:23:18 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 19 May 2003 22:23:18 -0400 Subject: [rt-users] % sign in filename from email In-Reply-To: References: Message-ID: <20030520022318.GF23719@fsck.com> Can you verify that this is still a problem with RT 3.0.2? On Tue, May 20, 2003 at 11:49:13AM +1000, Stewart James wrote: > > I seem to have found a way to break rt 3.0.0. > > A user sent a message with an attachment (actually Several) with a > filename of %Picture1 > > It only breaks things for that ticket, however, I am not able to do any > testing of it at the moment, and am working hard to purge the stuff from > the DB (some of it seems to be entered into the DB). > > The failure occurs at the mailgateway, so the message never gets totally > accepted by RT and the rt-mailgate failes - so the message is inserted > several times. It does end up choking the system a bit. > > Has anyone else seen this (or in a postion to test this). > > 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 -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From stewart.james at vu.edu.au Mon May 19 22:34:02 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Tue, 20 May 2003 12:34:02 +1000 (EST) Subject: [rt-users] % sign in filename from email In-Reply-To: <20030520022318.GF23719@fsck.com> References: <20030520022318.GF23719@fsck.com> Message-ID: Because of the patches for bounce detaection I applied to the 3.0.0 I have postponed upgrading to 3.0.2 - am pushing for some new hardware so was going to do it then. I'll setup a test installation somwhere in the next couple of days and see if I can have play and narrow down the issue. Stewie On Mon, 19 May 2003, Jesse Vincent wrote: > Date: Mon, 19 May 2003 22:23:18 -0400 > From: Jesse Vincent > To: Stewart James > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] % sign in filename from email > > Can you verify that this is still a problem with RT 3.0.2? > > > On Tue, May 20, 2003 at 11:49:13AM +1000, Stewart James wrote: > > > > I seem to have found a way to break rt 3.0.0. > > > > A user sent a message with an attachment (actually Several) with a > > filename of %Picture1 > > > > It only breaks things for that ticket, however, I am not able to do any > > testing of it at the moment, and am working hard to purge the stuff from > > the DB (some of it seems to be entered into the DB). > > > > The failure occurs at the mailgateway, so the message never gets totally > > accepted by RT and the rt-mailgate failes - so the message is inserted > > several times. It does end up choking the system a bit. > > > > Has anyone else seen this (or in a postion to test this). > > > > 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 stewart.james at vu.edu.au Mon May 19 22:47:08 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Tue, 20 May 2003 12:47:08 +1000 (EST) Subject: [rt-users] % sign in filename from email In-Reply-To: <20030520022318.GF23719@fsck.com> References: <20030520022318.GF23719@fsck.com> Message-ID: Bugger, there must have been something else unusual about that message - and of course because it was overloading things I failed to keep a copy of it. However sending the message to 3.0.0 was accepted when I did the message from pine, although I got an error from the web server when I tried to view the attachment. I do know the original came from an apple user and was sending screenshots to show an error he was receiving, and seem to remember the mime type having apple mentioned in it. I am going to try and get a hold of this user and see if they can forward me a copy of the email so I can analyse it properly and get some decent feedback to you on the problem. There is an issue somewhere here....maybe specific to my system. Stewart On Mon, 19 May 2003, Jesse Vincent wrote: > Date: Mon, 19 May 2003 22:23:18 -0400 > From: Jesse Vincent > To: Stewart James > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] % sign in filename from email > > Can you verify that this is still a problem with RT 3.0.2? > > > On Tue, May 20, 2003 at 11:49:13AM +1000, Stewart James wrote: > > > > I seem to have found a way to break rt 3.0.0. > > > > A user sent a message with an attachment (actually Several) with a > > filename of %Picture1 > > > > It only breaks things for that ticket, however, I am not able to do any > > testing of it at the moment, and am working hard to purge the stuff from > > the DB (some of it seems to be entered into the DB). > > > > The failure occurs at the mailgateway, so the message never gets totally > > accepted by RT and the rt-mailgate failes - so the message is inserted > > several times. It does end up choking the system a bit. > > > > Has anyone else seen this (or in a postion to test this). > > > > 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 to_x at gmx.de Tue May 20 02:10:00 2003 From: to_x at gmx.de (Torsten Olschewski) Date: Tue, 20 May 2003 08:10:00 +0200 Subject: [rt-users] RT 3.0.1 -> 3.0.2 webui character set Message-ID: <3EC9C6B8.3070009@gmx.de> Hello SuSE Linux 7.2 Apache 1.3.19, modperl1 RT 3.0.2 MYSQL 3.23.37 Perl 5.6.1 I have installed the upgrade from 3.0.1 to 3.0.2. Now, "some" umlauts in the german webui are broken. The german translation comes from It seems that only the translations in /opt/rt3/lib/RT/I18N/de.po with variables in the string are not displayed correctly. The email encoding seems ok. For example: in /opt/rt3/lib/RT/I18N/de.po line 163-166 #: html/Elements/MyTickets:25 #. ($rows) msgid "%1 highest priority tickets I own..." msgstr "%1 mir zugewiesene Tickets mit h??chster Priorit??t..." The line in HTML looks like that: 10 von mir ausgel????sten Tickets mit h????chster Priorit????t ... -------------------------------------------------------------------- in /opt/rt3/lib/RT/I18N/de.po line 1426-1428 #: html/Elements/SelectDateType:32 html/Ticket/Create.html:167 html/Ticket/Elements/EditDates:45 html/Ticket/Elements/ShowDates:43 lib/RT/Ticket_Overlay.pm:1171 msgid "Due" msgstr "F??llig" The line in HTML looks right: F??llig: ... /etc/httpd.conf: ServerName hostname.de CustomLog /var/log/httpd/rt-access_log common ErrorLog /var/log/httpd/rt-error_log DocumentRoot /opt/rt3/share/html AddDefaultCharset utf-8 # this line applies to Apache2+mod_perl2 only # PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Anybody has an idea? -- Thanks in advance Torsten From stewart.james at vu.edu.au Tue May 20 02:24:16 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Tue, 20 May 2003 16:24:16 +1000 (EST) Subject: [rt-users] % sign in filename from email In-Reply-To: References: <20030520022318.GF23719@fsck.com> Message-ID: I decided to blow away my bounce patches and upgrade to 3.0.2 so I could find out more about this problem. I grabbed a jpeg image and renamed it to %image1 I sent an email to RT to open a request - then replied to the request and included %image1 as an attachment. The messages gets part way through being accepted via the rt-mailgate gateway, then fails. Of course it is respooled as it is a temporay failure causing multiple entries. Looking at the ticket via the web it looks ok, but if you try to view the image from RT you get a 400 Bad request. Did anyone else try this? Or is only my installation that barf's at filenames that start with a % Stewart On Tue, 20 May 2003, Stewart James wrote: > Date: Tue, 20 May 2003 12:47:08 +1000 (EST) > From: Stewart James > To: Jesse Vincent > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] % sign in filename from email > > > Bugger, there must have been something else unusual about that message - > and of course because it was overloading things I failed to keep a copy of > it. > > However sending the message to 3.0.0 was accepted when I did the message > from pine, although I got an error from the web server when I tried to > view the attachment. > > I do know the original came from an apple user and was sending screenshots > to show an error he was receiving, and seem to remember the mime type > having apple mentioned in it. > > I am going to try and get a hold of this user and see if they can forward > me a copy of the email so I can analyse it properly and get some decent > feedback to you on the problem. > > There is an issue somewhere here....maybe specific to my system. > > Stewart > > On Mon, 19 May 2003, Jesse Vincent wrote: > > > Date: Mon, 19 May 2003 22:23:18 -0400 > > From: Jesse Vincent > > To: Stewart James > > Cc: rt-users at lists.fsck.com > > Subject: Re: [rt-users] % sign in filename from email > > > > Can you verify that this is still a problem with RT 3.0.2? > > > > > > On Tue, May 20, 2003 at 11:49:13AM +1000, Stewart James wrote: > > > > > > I seem to have found a way to break rt 3.0.0. > > > > > > A user sent a message with an attachment (actually Several) with a > > > filename of %Picture1 > > > > > > It only breaks things for that ticket, however, I am not able to do any > > > testing of it at the moment, and am working hard to purge the stuff from > > > the DB (some of it seems to be entered into the DB). > > > > > > The failure occurs at the mailgateway, so the message never gets totally > > > accepted by RT and the rt-mailgate failes - so the message is inserted > > > several times. It does end up choking the system a bit. > > > > > > Has anyone else seen this (or in a postion to test this). > > > > > > 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 > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 stewart.james at vu.edu.au Tue May 20 02:40:19 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Tue, 20 May 2003 16:40:19 +1000 (EST) Subject: [rt-users] % sign in filename from email In-Reply-To: References: <20030520022318.GF23719@fsck.com> Message-ID: It may very well be the size of the message causing the issue. The test image (not that the type matters) was 368kb, even as a normal name, it would get "stuck" in the queue, I just tried sending an email with a 55kb message and it was delivered without problem. I am now wondering if the entire problem is more on sendmails smrsh side perhaps timing out before the message is accepted by the web server? For the record I am using sendmail, would anyone else have seen similar issues? On Tue, 20 May 2003, Stewart James wrote: > Date: Tue, 20 May 2003 16:24:16 +1000 (EST) > From: Stewart James > To: Jesse Vincent > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] % sign in filename from email > > > I decided to blow away my bounce patches and upgrade to 3.0.2 so I could > find out more about this problem. > > I grabbed a jpeg image and renamed it to %image1 > > I sent an email to RT to open a request - then replied to the request and > included %image1 as an attachment. > > The messages gets part way through being accepted via the rt-mailgate > gateway, then fails. Of course it is respooled as it is a temporay > failure causing multiple entries. > > Looking at the ticket via the web it looks ok, but if you try to view the > image from RT you get a 400 Bad request. > > Did anyone else try this? Or is only my installation that barf's at > filenames that start with a % > > Stewart > > On Tue, 20 May 2003, Stewart James wrote: > > > Date: Tue, 20 May 2003 12:47:08 +1000 (EST) > > From: Stewart James > > To: Jesse Vincent > > Cc: rt-users at lists.fsck.com > > Subject: Re: [rt-users] % sign in filename from email > > > > > > Bugger, there must have been something else unusual about that message - > > and of course because it was overloading things I failed to keep a copy of > > it. > > > > However sending the message to 3.0.0 was accepted when I did the message > > from pine, although I got an error from the web server when I tried to > > view the attachment. > > > > I do know the original came from an apple user and was sending screenshots > > to show an error he was receiving, and seem to remember the mime type > > having apple mentioned in it. > > > > I am going to try and get a hold of this user and see if they can forward > > me a copy of the email so I can analyse it properly and get some decent > > feedback to you on the problem. > > > > There is an issue somewhere here....maybe specific to my system. > > > > Stewart > > > > On Mon, 19 May 2003, Jesse Vincent wrote: > > > > > Date: Mon, 19 May 2003 22:23:18 -0400 > > > From: Jesse Vincent > > > To: Stewart James > > > Cc: rt-users at lists.fsck.com > > > Subject: Re: [rt-users] % sign in filename from email > > > > > > Can you verify that this is still a problem with RT 3.0.2? > > > > > > > > > On Tue, May 20, 2003 at 11:49:13AM +1000, Stewart James wrote: > > > > > > > > I seem to have found a way to break rt 3.0.0. > > > > > > > > A user sent a message with an attachment (actually Several) with a > > > > filename of %Picture1 > > > > > > > > It only breaks things for that ticket, however, I am not able to do any > > > > testing of it at the moment, and am working hard to purge the stuff from > > > > the DB (some of it seems to be entered into the DB). > > > > > > > > The failure occurs at the mailgateway, so the message never gets totally > > > > accepted by RT and the rt-mailgate failes - so the message is inserted > > > > several times. It does end up choking the system a bit. > > > > > > > > Has anyone else seen this (or in a postion to test this). > > > > > > > > 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 > > > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.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 Tue May 20 02:56:49 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Tue, 20 May 2003 14:56:49 +0800 Subject: [rt-users] Perl 5.6.1 and Encode::compat problems In-Reply-To: <200305192319.h4JNJ6Z11513@paolo.home.dom> References: <200305192319.h4JNJ6Z11513@paolo.home.dom> Message-ID: <20030520065648.GB612@not.autrijus.org> On Tue, May 20, 2003 at 01:19:06AM +0200, Paolo Campanella wrote: > If you're a Perl 5.6.1 user, you might have noticed that pages which > take query parameters with multiple values bomb out. For instance: > http://your.rt.site/Search/Listing.html?ValueOfStatus=open&ValueOfStatus=new&StatusOp=%3D&QueueOp=%3D&ValueOfQueue=3&RowsPerPage=50&NewSearch=1 > > (in this case, you are given no search results, and the page displays > a search term for Status of e.g. "Status = ARRAY(0xa97db3c)". > > A quick fix, in the top-level autohandler, is to replace this: > $ARGS{$_} = Encode::decode_utf8($ARGS{$_}) foreach (keys %ARGS); This is a known issue and believed to be fixed in RT 3.0.2. Thanks, /Autrijus/ From pape-rt at inf.fu-berlin.de Tue May 20 04:14:34 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Tue, 20 May 2003 10:14:34 +0200 Subject: [rt-users] Remaining issues in RT 3.0.2's handling of international characters Message-ID: <2147483647.1053425674@[10.0.255.35]> Hello, I start this thread to collect the observed issues still in RT 3.0.2 when handling international characters (like German Umlauts) in Emails or in the Web-Interface. This is the only group of issues that make me hesitating in making RT 3 productive on my site. So I start with my config: RT: Version 3.0.2 OS: Debian Linux Woody Apache: 1.3.26 with SSL Modperl: 1 DBS. mysql Perl: 5.8.0 sbin/rt-testdepedencies happy with all installed perl-libs my issues (please add your's and your comments): 1. wrong ISO-8859-1 encoding of outgoing From-headers with umlauts in it, eg. in '"RT/MI (Sebastian L?ck)" ' the part '"RT/MI (Sebastian L?ck)" 3.0.2 webui character set Message-ID: <8AE380CFA13C7248966C234D54F967766AD067@scsw2kks1.d1scs.lan> I had the same problem and after testing for a while a decided to change me OS from SuSE 7.3 (Perl 5.6.x) to SuSE 8.1 (Perl 5.8.x) which solved the problems with german umlauts in the webui and the sent tickets .. Regards, Tom | -----Urspr?ngliche Nachricht----- | Von: Torsten Olschewski [mailto:to_x at gmx.de] | Gesendet: Dienstag, 20. Mai 2003 08:10 | An: rt-users at lists.fsck.com | Betreff: [rt-users] RT 3.0.1 -> 3.0.2 webui character set | | | Hello | | SuSE Linux 7.2 | Apache 1.3.19, modperl1 | RT 3.0.2 | MYSQL 3.23.37 | Perl 5.6.1 | | I have installed the upgrade from 3.0.1 to 3.0.2. Now, "some" umlauts | in the german webui are broken. The german translation comes from | It seems that only the translations in | /opt/rt3/lib/RT/I18N/de.po with | variables in the string are not displayed correctly. | The email encoding seems ok. | | For example: | | in /opt/rt3/lib/RT/I18N/de.po line 163-166 | | #: html/Elements/MyTickets:25 | #. ($rows) | msgid "%1 highest priority tickets I own..." | msgstr "%1 mir zugewiesene Tickets mit h??chster Priorit??t..." | | The line in HTML looks like that: | 10 von mir ausgel????sten Tickets mit h????chster Priorit????t | ... | -------------------------------------------------------------------- | | in /opt/rt3/lib/RT/I18N/de.po line 1426-1428 | | #: html/Elements/SelectDateType:32 html/Ticket/Create.html:167 | html/Ticket/Elements/EditDates:45 html/Ticket/Elements/ShowDates:43 | lib/RT/Ticket_Overlay.pm:1171 | msgid "Due" | msgstr "F??llig" | | The line in HTML looks right: | F??llig: | ... | | | /etc/httpd.conf: | | ServerName hostname.de | CustomLog /var/log/httpd/rt-access_log common | ErrorLog /var/log/httpd/rt-error_log | DocumentRoot /opt/rt3/share/html | AddDefaultCharset utf-8 | # this line applies to Apache2+mod_perl2 only | # PerlModule Apache2 Apache::compat | | PerlModule Apache::DBI | PerlRequire /opt/rt3/bin/webmux.pl | | | SetHandler perl-script | PerlHandler RT::Mason | | | | | Anybody has an idea? | | | -- | Thanks in advance | Torsten | | _______________________________________________ | rt-users mailing list | rt-users at lists.fsck.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 paolo at mighty.co.za Tue May 20 04:31:29 2003 From: paolo at mighty.co.za (Paolo Campanella) Date: Tue, 20 May 2003 10:31:29 +0200 Subject: [rt-users] Perl 5.6.1 and Encode::compat problems In-Reply-To: <20030520065648.GB612@not.autrijus.org> References: <200305192319.h4JNJ6Z11513@paolo.home.dom> <20030520065648.GB612@not.autrijus.org> Message-ID: <200305200831.h4K8VTZ11749@paolo.home.dom> On Tue, 20 May 2003 14:56:49 +0800 Autrijus Tang wrote: > > (in this case, you are given no search results, and the page displays > > a search term for Status of e.g. "Status = ARRAY(0xa97db3c)". > > > > A quick fix, in the top-level autohandler, is to replace this: > > $ARGS{$_} = Encode::decode_utf8($ARGS{$_}) foreach (keys %ARGS); > > This is a known issue and believed to be fixed in RT 3.0.2. Thanks. I must have downloaded 3.0.1 the day before 3.0.2 was released :) From rchibois at free.fr Tue May 20 04:49:45 2003 From: rchibois at free.fr (Remy Chibois) Date: Tue, 20 May 2003 10:49:45 +0200 (CEST) Subject: [rt-users] Remaining issues in RT 3.0.2's handling of international characters In-Reply-To: <2147483647.1053425674@[10.0.255.35]> References: <2147483647.1053425674@[10.0.255.35]> Message-ID: <1053420585.3ec9ec2914e3a@imp.free.fr> Quoting Dirk Pape : My config: RT: Version 3.0.2 OS: RedHat Linux 7.3 Apache: 1.3.27 with SSL Modperl: 1 DBS. PostgreSQL 7.2.3 Perl: 5.8.0 LANG=en_US.iso885915 (tried LANG=C) sbin/rt-testdepedencies happy with all installed perl-libs For problem 2, the same symptoms are observed here. Is does not appear to depend on the message itself (I have to RT instances and when a message fail to be converted, I inject it in the other instance where it's correctly converted, having all incoming messages saved in a mailbox before being inject into RT). When I restart Apache, problem is cured for some time. When I swtiched from 3.0.1 to 3.0.2, some localized strings where no longer correctly displayed in the web interface, especially localized strings with arguments. I try(ied) to elaborate a patch for this. > Hello, > > I start this thread to collect the observed issues still in RT 3.0.2 > when > handling international characters (like German Umlauts) in Emails or in > the > Web-Interface. > > This is the only group of issues that make me hesitating in making RT 3 > > productive on my site. > > So I start with my config: > > RT: Version 3.0.2 > OS: Debian Linux Woody > Apache: 1.3.26 with SSL > Modperl: 1 > DBS. mysql > Perl: 5.8.0 > sbin/rt-testdepedencies happy with all installed perl-libs > > my issues (please add your's and your comments): > > 1. wrong ISO-8859-1 encoding of outgoing From-headers with umlauts in > it, > eg. in '"RT/MI (Sebastian L?ck)" ' the part > '"RT/MI > (Sebastian L?ck)" brackets, hence MUAs fail to sort by email adresses. > > temp. WORKAROUND: do not use umlauts in Real Names stored in > RT-User-Prefs > > 2. from time to time incoming (non-utf8) Email will not be converted any > > more to utf8. It will though be marked as being converted, but in real > > contain ISO-character-encodings. I have to be vague here, because I > cannot > reproduce any trigger of this behaviour. But if this happens, it seems > to > stick for one apache process. > > To be more specific I add some observations: > > A. If this behaviour is triggered, some (but not all) later incoming > messages are not being converted correctly (as described before). > > B. Because of the wrong encoding they display corrupt in the Web-view > and > in email notifications to customers or admin are corrupt, too. > > C. If I restart apache the problem is cured for a while (one or some > days) > (This could be stated as a temp. WORKAROUND). The corrupt messages which > > are stored in the DBS remain corrupt. > > Because Jesse asked me to do, I forwarded all email messages coming to > RT > in an external message box. The copies are never seen by RT. From this > > follow the following observations: > > D. The incoming messages are correct. It is RT, which corrupts them in > > between accepting them and storing them into the DBS. > > E. I tried to re-feed the messages (bounce them to the rt-address) into > RT > in the same order they arrived before after restarting apache. I could > > *not* trigger the problem reproducable with this, hence it should not > spend > on one specific mail. > > Tell me anything I can do further to trap the problem's cause and I will > > try to do. > > Dirk. > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at > http://fsck.com/rtfm > From thuryn at aplis.cz Tue May 20 05:27:50 2003 From: thuryn at aplis.cz (=?iso-8859-15?q?Tom=E1=A8=20Hur=FDn?=) Date: Tue, 20 May 2003 11:27:50 +0200 Subject: [rt-users] RT3 and unpriviledged users In-Reply-To: <20030515135058.GC18315@hamburg.fcb.com> References: <200305151540.06012.thuryn@aplis.cz> <20030515135058.GC18315@hamburg.fcb.com> Message-ID: <200305201127.50341.thuryn@aplis.cz> hmm, but if I uncheck button's: Let this user access RT Let this user be granted rights I cannot see this user and I cannot modify this access rights again. Dne Thursday 15 of May 2003 15:50, Harald Wagener napsal: > On Thu, May 15, 2003 at 03:40:04PM +0200, Tom?? Hur?n wrote: > > But there are write in the manual, that priviledged users are who are > > staff and unpriviledged are whose are no-staff (customers). > > Quote: > > Let this user be granted rights checkbox: This is unchecked by default. > > Check the box to make this a staff user. > > Yes, but what staff users are allowed to do has to be configured > separately. There is no predefined default set of privileges. > > Also, keep in mind that the documentation is still a draft, and some > parts may need expansion/rewording to be less ambiguous. > > Normally, unprivileged users don't show up in the search for users, > because there is nothing You want them to be able to except for generic > stuff (which is enabled for them by setting privileges for 'Everyone' or > 'Unprivileged Users') like initiating requests and adding > information/reply to staff questions. If You want them to be able to do > stuff to tickets which are related to 'answering the request'; they most > probably need to be privileged. > > HTH, > > Harald > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Tom?? Hur?n From hwagener at hamburg.fcb.com Tue May 20 07:12:56 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 20 May 2003 13:12:56 +0200 Subject: [rt-users] % sign in filename from email In-Reply-To: References: <20030520022318.GF23719@fsck.com> Message-ID: <20030520111256.GA8557@hamburg.fcb.com> On Tue, May 20, 2003 at 12:47:08PM +1000, Stewart James wrote: > > Bugger, there must have been something else unusual about that message - > and of course because it was overloading things I failed to keep a copy of > it. > > However sending the message to 3.0.0 was accepted when I did the message > from pine, although I got an error from the web server when I tried to > view the attachment. > > I do know the original came from an apple user and was sending screenshots > to show an error he was receiving, and seem to remember the mime type > having apple mentioned in it. Jesse: This sounds a great deal like the message that hosed up our system. It is also from a mac, it also has an attachment whose filename contains percent signs. So, there is something broken. Our system is at v3.0.2 already. Stewart: Which Mail User Agent are Your users using? We have Netscape 4.7/4.8 on most OS 9 machines. Regards, Harald From howard.jones at network-i.net Tue May 20 07:27:14 2003 From: howard.jones at network-i.net (Howard Jones) Date: Tue, 20 May 2003 12:27:14 +0100 Subject: [rt-users] XML-RPC interface? Message-ID: <010801c31ec2$c36c9df0$0a01010a@citrix1> Hi, Before I start working on one, is there already a SOAP/XML-RPC interface for RT3? Even better, is there one with *documentation*? :) We'd like our accounting system to create tickets for orders in progress, and to have a couple of external interfaces for our supplier's trouble ticketing systems. Best Regards, Howard Jones From markus.battisti at protask.cc Tue May 20 08:27:30 2003 From: markus.battisti at protask.cc (Battisti Markus) Date: Tue, 20 May 2003 14:27:30 +0200 Subject: [rt-users] rights problem Message-ID: if i give a user more rights (Let this user be granted rights) the user can click in "configuration" and change all the rights. ok.. he can only view "his queue" view only "his tickets" but he can click to configuration and change whateverhewant is there an option in rt that a user cant see configuration ? as a "normal user" he cant see the queue he see only his tickes has anyone a solution ? thnks Battisti Markus From martin.schapendonk at whitehorses.nl Tue May 20 08:50:29 2003 From: martin.schapendonk at whitehorses.nl (Martin Schapendonk) Date: Tue, 20 May 2003 14:50:29 +0200 Subject: [rt-users] rights problem In-Reply-To: Message-ID: # if i give a user more rights (Let this user be granted rights) # the user can click in "configuration" # and change all the rights. # # ok.. he can only view "his queue" view only "his tickets" but he # can click to configuration and change whateverhewant # # is there an option in rt that a user cant see configuration ? # # as a "normal user" he cant see the queue he see only his tickes # # has anyone a solution ? Clicking "Let this user be granted rights" is just one part of the deal. I think you should check exactly *what* rights you have given to that user. Don't forget to check the rights of the group(s) he's in. Regards, Martin From b.boksa at sidebysite.de Tue May 20 08:51:49 2003 From: b.boksa at sidebysite.de (Benjamin Boksa) Date: Tue, 20 May 2003 14:51:49 +0200 Subject: [rt-users] XML-RPC interface? In-Reply-To: <010801c31ec2$c36c9df0$0a01010a@citrix1> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Howard, not for RT3 yet, but I have built a Perl-Module which should make this really simple to build as it simulates a Browser-Session (like WWW::Mechanize, but XML-based) in which all common tasks can be performed. Just drop me an eMail, if you would like to know more about that, just drop me an eMail. Regards, Benne Am Dienstag, 20.05.03 um 13:27 Uhr schrieb Howard Jones: > Hi, > > Before I start working on one, is there already a SOAP/XML-RPC > interface for > RT3? Even better, is there one with *documentation*? :) > > We'd like our accounting system to create tickets for orders in > progress, > and to have a couple of external interfaces for our supplier's trouble > ticketing systems. > > Best Regards, > > Howard Jones > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > - -- Benjamin Boksa b.boksa at sidebysite.de side by site GmbH & Co. KG Druckgestaltung & Webdesign Barbarastr. 3-9 (Block 6) D-50735 Koeln Fon: +49 221 2790964 Fax: +49 221 2790965 http://www.sidebysite.de/ -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.0.7 (Darwin) iD8DBQE+yiToR5U9XkJXZKwRApDNAJ9bZ54yOCGX0ixLp8u4SqFgSZRAHgCeM5sd S7b/tFQoWzvcFw9PL1csmuc= =3XiY -----END PGP SIGNATURE----- From khera at kcilink.com Tue May 20 09:40:49 2003 From: khera at kcilink.com (Vivek Khera) Date: Tue, 20 May 2003 09:40:49 -0400 Subject: [rt-users] email gateway issue In-Reply-To: <20030519215306.GK16650@isis.visi.com> References: <20030519215306.GK16650@isis.visi.com> Message-ID: <16074.12385.58851.349014@yertle.int.kciLink.com> >>>>> "BH" == Benjamin Herbert writes: BH> When I send mail to this aliase there is no bounce but nothing shows up BH> at the webserver either. It seems it sends it to a black hole. What shows up in your mail server logs? -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= 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 gamboa at infophil.com Tue May 20 09:57:14 2003 From: gamboa at infophil.com (alvn) Date: Tue, 20 May 2003 21:57:14 +0800 Subject: [rt-users] Retrieve Root Password Message-ID: <3ECA343A.5040601@infophil.com> i installed RT on one of my test servers, i havent used it for months. and now i forgot what the root password was. is it possible to retrieve the password? alvin From Peter.Kinsley at GD-NS.Com Tue May 20 10:07:34 2003 From: Peter.Kinsley at GD-NS.Com (Kinsley, Peter) Date: Tue, 20 May 2003 10:07:34 -0400 Subject: [rt-users] Retrieve Root Password Message-ID: type in "rtadmin --user root --password" and the new password and you should be set. for more options do a "rtadmin --help" pete. -----Original Message----- From: alvn [mailto:gamboa at infophil.com] Sent: Tuesday, May 20, 2003 9:57 AM To: rt-users at lists.fsck.com Subject: [rt-users] Retrieve Root Password i installed RT on one of my test servers, i havent used it for months. and now i forgot what the root password was. is it possible to retrieve the password? alvin _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 herbert at isis.visi.com Tue May 20 10:15:36 2003 From: herbert at isis.visi.com (Benjamin Herbert) Date: Tue, 20 May 2003 09:15:36 -0500 Subject: [rt-users] email gateway issue In-Reply-To: <16074.12385.58851.349014@yertle.int.kciLink.com> References: <20030519215306.GK16650@isis.visi.com> <16074.12385.58851.349014@yertle.int.kciLink.com> Message-ID: <20030520141536.GL16650@isis.visi.com> Actually I did recieve a bounce which contained this: ----- The following addresses had transient non-fatal errors ----- "|/etc/smrsh/rt-mailgate --queue general --action correspond --url +http://url-of-web-server/" (expanded from: ) ----- Transcript of session follows ----- An Error Occurred ================= 501 Protocol scheme 'http' is not supported "|/etc/smrsh/rt-mailgate --queue general --action correspond --url +http://url-of-web-server/"... Deferred: prog mailer (/usr/sbin/smrsh) +exited with EX_TEMPFAIL Warning: message still undelivered after 4 hours Will keep trying until message is 5 days old I think I need to install some more perl modules on my email server. I already have LWP::UserAgent installed which is what I thought caused this problem. On Tue, May 20, 2003 at 09:40:49AM -0400, Vivek Khera wrote: > >>>>> "BH" == Benjamin Herbert writes: > > BH> When I send mail to this aliase there is no bounce but nothing shows up > BH> at the webserver either. It seems it sends it to a black hole. > > What shows up in your mail server logs? > > -- > =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= > 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 francois at rouaix.org Tue May 20 10:41:03 2003 From: francois at rouaix.org (Francois Rouaix) Date: Tue, 20 May 2003 16:41:03 +0200 Subject: [rt-users] Retrieve Root Password In-Reply-To: <3ECA343A.5040601@infophil.com> Message-ID: <15130556-8AD1-11D7-9EDA-000A95773ED2@rouaix.org> (this applies to RT3) I don't think it can be retrieved, since it is stored encoded through MD5 (one way hash). Same thing happened to me (only it was after a few days...). I ended up changing the password by hand in the database. This snippet of Perl will show you the encoded value of the password 'foo' use Digest::MD5; my $md5 = Digest::MD5->new(); $md5->add('foo'); print $md5->b64digest; In the database rt3, the table Users has a field Password. Change this field for the "root" record, and you have a new password. You can then login with root/foo and change it again (or, alternatively of course, directly the encoding for the new password that you want...) HTH, but YMMV --f On Tuesday, May 20, 2003, at 15:57 Europe/Paris, alvn wrote: > i installed RT on one of my test servers, i havent used it for months. > and now i forgot what the root password was. is it possible to > retrieve the password? > > > alvin > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 May 20 11:03:17 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 20 May 2003 11:03:17 -0400 Subject: [rt-users] % sign in filename from email In-Reply-To: <20030520111256.GA8557@hamburg.fcb.com> References: <20030520022318.GF23719@fsck.com> <20030520111256.GA8557@hamburg.fcb.com> Message-ID: <20030520150317.GH23719@fsck.com> > Jesse: This sounds a great deal like the message that hosed up our > system. It is also from a mac, it also has an attachment whose filename > contains percent signs. So, there is something broken. Our system is at > v3.0.2 already. *nod* Now that I'm home again and have finally dealt with most of the unavoidable business stuff, I'm just about ready to start plowing through all the little issues that have cropped up in the past month. -j > > Stewart: Which Mail User Agent are Your users using? We have Netscape > 4.7/4.8 on most OS 9 machines. > > Regards, > Harald > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From gerald.fehringer at openadvice.de Tue May 20 11:55:09 2003 From: gerald.fehringer at openadvice.de (Gerald Fehringer) Date: Tue, 20 May 2003 17:55:09 +0200 Subject: [rt-users] statusreports Message-ID: <200305201755.09519.gerald.fehringer@openadvice.de> hi, i really appologize, but i'm running out of time :-( i couldn't find the problem in jesses script.... (http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/statusreport.html) i get always all tickets from the database, the values choosed in the form are not used at all, i have no idea why. Please, can someone give me any feedback ? i greatly appreciate your help geri From jesse at bestpractical.com Tue May 20 12:27:34 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 20 May 2003 12:27:34 -0400 Subject: [rt-users] XML-RPC interface? In-Reply-To: <010801c31ec2$c36c9df0$0a01010a@citrix1> References: <010801c31ec2$c36c9df0$0a01010a@citrix1> Message-ID: <20030520162734.GJ23719@fsck.com> On Tue, May 20, 2003 at 12:27:14PM +0100, Howard Jones wrote: > Hi, > > Before I start working on one, is there already a SOAP/XML-RPC interface for > RT3? Even better, is there one with *documentation*? :) I'm in the midst of working on a SOAP interface to RT. I posted a pointer to my current work to rt-devel. It doesn't yet have a WSDL file associated, as SOAP::Lite doesn't really support them :/ But once things stabilize a bit, that should happen. (http://lists.fsck.com/pipermail/rt-devel/2003-May/003918.html) -j > > We'd like our accounting system to create tickets for orders in progress, > and to have a couple of external interfaces for our supplier's trouble > ticketing systems. > > Best Regards, > > Howard Jones > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pape-rt at inf.fu-berlin.de Tue May 20 12:51:12 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Tue, 20 May 2003 18:51:12 +0200 Subject: [rt-users] patch to enable email threading with RT 3.0.2 Message-ID: <2147483647.1053456672@[10.0.255.35]> Hello, here is a patch, which enables RT 3.0.2 to respect and create appropriate References and In-Reply-To headers for Email-Notifications. It does so for Email-Notifications on incoming email or web-created transactions. For doing both (Email, Web) I decided to put the main subroutine to RT:Tickets, and because I would like to see this integrated into a future version of RT, I decided to patch original code and not to provide some *_Local? Would integrating it into the code of the next version be possible, please? Regards, Dirk. -------------- next part -------------- A non-text attachment was scrubbed... Name: rt-threading.patch Type: application/octet-stream Size: 4925 bytes Desc: not available URL: From justincl at u.washington.edu Tue May 20 13:43:23 2003 From: justincl at u.washington.edu (justin m. clayton) Date: Tue, 20 May 2003 10:43:23 -0700 (PDT) Subject: [rt-users] Re: [rt-devel] rt2 to rt3 db conversion problems In-Reply-To: Message-ID: I haven't gotten a response regarding my conversion problems in a week's time, and I'm just wondering if it's something simple that is so obvious to everyone else that it isn't worth a response... :-) Here's some more info that may help: * Red Hat 7.3 * mysql-3.23.54a-3.73 rpm * Ticket 1069, when reply or comment is clicked in the webui, appears to have the content of ticket 1078. This happens all over the place, though sometimes the text is "This ticket appears to have no content" on reply. * The exported text forms of the tickets appear to be correct. * I've tried re-importing, with the same result. I've noticed that the [crit] error with ACE_Overlay.pm seems to be a common issue with others on the list. Any help would be appreciated. --Justin Clayton justincl at u.washington.edu On Tue, 13 May 2003, justin m. clayton wrote: > I got strange output during dump->rt3 conversion, and now it appears that > ticket content has been mixed up a bit (the ticket display page has the > correct body, but hitting "reply" indent-includes the wrong body from a > different ticket entirely). Here's the output of the conversion script: > > Importing users > ............................................................................................................................................................................................................................ > Importing groups > [Tue May 13 22:42:31 2003] [crit]: 1 > (/usr/local/pkgs/rt3/lib/RT/ACE_Overlay.pm:884) > [Tue May 13 22:42:31 2003] [crit]: Can't load a principal for id > (/usr/local/pkgs/rt3/lib/RT/ACE_Overlay.pm:885) > [Tue May 13 22:42:31 2003] [crit]: 1 > (/usr/local/pkgs/rt3/lib/RT/ACE_Overlay.pm:884) > [Tue May 13 22:42:31 2003] [crit]: Can't load a principal for id > (/usr/local/pkgs/rt3/lib/RT/ACE_Overlay.pm:885) > # Repeat last 2 lines 54 times each # > Importing tickets...t-1 > .t-2 > .t-3 > .t-4 > .t-5 > .t-6 > # skip a bit, please > .t-1192 > .t-1193 > .t-1194 > Importing links > Could not create scrip: On Status Notify AdminCcs with templateStatus Change inqueue0 > Could not create scrip: On Create Autoreply To Requestors with templateV LS I Autoreply in queue0 > Could not create scrip: On Resolve Notify Requestors with templateV LS I Resolved in queue0 > > Those templates should be "VLSI Resolved", and so forth. It looks like > other things that didn't get imported properly include Keywords/Custom > Fields and Templates (and perhaps other things; I haven't taken a tour > yet). > > Any help would be appreciated. Thanks, Justin Clayton VLSI Research System Administrator University of Washington Electrical Engineering Dept justincl at u.washington.edu 206/543.2523 EE/CSE 307E From daves at xetron.com Tue May 20 13:42:25 2003 From: daves at xetron.com (Dave Steele) Date: Tue, 20 May 2003 17:42:25 +0000 (UTC) Subject: [rt-users] Date Miscalculation - was 'Search' links to redirection page References: <20030519193108.GY23719@fsck.com> Message-ID: Wow, thanks for the quick reply. I also notice that Date handling is off. Dates sometime inexplicably default to 2002; The 'left' field in Search is always zero, and 'Final Priority' never gets invoked. Is this an Apache version problem as well? Jesse Vincent wrote in news:20030519193108.GY23719 at fsck.com: > On Mon, May 19, 2003 at 07:15:22PM +0000, Dave Steele wrote: >> After upgrading from 2.0.11 to 3.0.2, the search button is behaving >> strangely. Search results are directed to /rt3/index.html?q=<...> >> which returns a '200' status page, generated by Apache(?), pointing >> to a results page, which varies. Any reason why the redirect is not >> followed automatically by IE? >> > It's an issue with mod_perl 2 and HTML::Mason. This functionality will > work fine if you downgrade to Apache 1.3. > From herbert at isis.visi.com Tue May 20 15:36:58 2003 From: herbert at isis.visi.com (Benjamin Herbert) Date: Tue, 20 May 2003 14:36:58 -0500 Subject: [rt-users] email gateway issue In-Reply-To: <20030520141536.GL16650@isis.visi.com> References: <20030519215306.GK16650@isis.visi.com> <16074.12385.58851.349014@yertle.int.kciLink.com> <20030520141536.GL16650@isis.visi.com> Message-ID: <20030520193658.GO16650@isis.visi.com> The problem I was having below was a result of a directory in @INC being incorrectly set to 700. This is fixed, but now I am having another problem. When I send a mail to the emial gateway alias the website show that it recieved an email through the email gateway and it builds a ticket fine. The prblem occurs when I try to view the ticket. Heres what the ticket shows: SYSTEM ERROR error: Error during compilation of /usr/local/rt3/share/html/Ticket/Elements/ShowTransaction: Unrecognized escape \p in character class passed through before HERE mark in regex m/(\pL[\p << HERE L']*)/ at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 429. Unrecognized escape \p in character class passed through before HERE mark in regex m/^(\pL[\p << HERE L']*) / at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 431. Unrecognized escape \p in character class passed through before HERE mark in regex m/ (\pL[\p << HERE L']*)$/ at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 432. Unrecognized escape \p in character class passed through before HERE mark in regex m/\( (\pL[\p << HERE L']*) / at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 435. Unrecognized escape \p in character class passed through before HERE mark in regex m/(\pL[\p << HERE L']*) \) / at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 436. Unrecognized escape \p in character class passed through before HERE mark in regex m/ ( [:;] \s+ ) (\pL[\p << HERE L']* ) / at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 439 Any ideas? Thanks for your time. -Ben On Tue, May 20, 2003 at 09:15:36AM -0500, Benjamin Herbert wrote: > > Actually I did recieve a bounce which contained this: > > ----- The following addresses had transient non-fatal errors ----- > "|/etc/smrsh/rt-mailgate --queue general --action correspond --url > +http://url-of-web-server/" > (expanded from: ) > > ----- Transcript of session follows ----- > An Error Occurred > ================= > > 501 Protocol scheme 'http' is not supported > "|/etc/smrsh/rt-mailgate --queue general --action correspond > --url > +http://url-of-web-server/"... Deferred: prog mailer > (/usr/sbin/smrsh) > +exited with EX_TEMPFAIL > Warning: message still undelivered after 4 hours > Will keep trying until message is 5 days old > > > I think I need to install some more perl modules on my email server. I > already have LWP::UserAgent installed which is what I thought caused > this problem. > > On Tue, May 20, 2003 at 09:40:49AM -0400, Vivek Khera wrote: > > >>>>> "BH" == Benjamin Herbert writes: > > > > BH> When I send mail to this aliase there is no bounce but nothing shows up > > BH> at the webserver either. It seems it sends it to a black hole. > > > > What shows up in your mail server logs? > > > > -- > > =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= > > 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 > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 justincl at u.washington.edu Tue May 20 15:53:21 2003 From: justincl at u.washington.edu (justin m. clayton) Date: Tue, 20 May 2003 12:53:21 -0700 (PDT) Subject: [rt-users] Re: [rt-devel] rt2 to rt3 db conversion problems In-Reply-To: Message-ID: So, now I'm not getting the [crit] errors, but the condition is still there. It's also worth noting that I've been creating new tickets through the webui since the import, and they don't seem to have this problem, further pointing to the dumpfile-rt3 script as the source of this issue. --Justin Clayton justincl at u.washington.edu On Tue, 20 May 2003, justin m. clayton wrote: > I haven't gotten a response regarding my conversion problems in a week's > time, and I'm just wondering if it's something simple that is so obvious > to everyone else that it isn't worth a response... :-) > > Here's some more info that may help: > > * Red Hat 7.3 > * mysql-3.23.54a-3.73 rpm > * Ticket 1069, when reply or comment is clicked in the webui, appears to > have the content of ticket 1078. This happens all over the place, though > sometimes the text is "This ticket appears to have no content" on reply. > * The exported text forms of the tickets appear to be correct. > * I've tried re-importing, with the same result. > > I've noticed that the [crit] error with ACE_Overlay.pm seems to be a > common issue with others on the list. Any help would be appreciated. > > --Justin Clayton > justincl at u.washington.edu > > On Tue, 13 May 2003, justin m. clayton wrote: > > > I got strange output during dump->rt3 conversion, and now it appears that > > ticket content has been mixed up a bit (the ticket display page has the > > correct body, but hitting "reply" indent-includes the wrong body from a > > different ticket entirely). Here's the output of the conversion script: > > > > Importing users > > ............................................................................................................................................................................................................................ > > Importing groups > > [Tue May 13 22:42:31 2003] [crit]: 1 > > (/usr/local/pkgs/rt3/lib/RT/ACE_Overlay.pm:884) > > [Tue May 13 22:42:31 2003] [crit]: Can't load a principal for id > > (/usr/local/pkgs/rt3/lib/RT/ACE_Overlay.pm:885) > > [Tue May 13 22:42:31 2003] [crit]: 1 > > (/usr/local/pkgs/rt3/lib/RT/ACE_Overlay.pm:884) > > [Tue May 13 22:42:31 2003] [crit]: Can't load a principal for id > > (/usr/local/pkgs/rt3/lib/RT/ACE_Overlay.pm:885) > > # Repeat last 2 lines 54 times each # > > Importing tickets...t-1 > > .t-2 > > .t-3 > > .t-4 > > .t-5 > > .t-6 > > # skip a bit, please > > .t-1192 > > .t-1193 > > .t-1194 > > Importing links > > Could not create scrip: On Status Notify AdminCcs with templateStatus Change inqueue0 > > Could not create scrip: On Create Autoreply To Requestors with templateV LS I Autoreply in queue0 > > Could not create scrip: On Resolve Notify Requestors with templateV LS I Resolved in queue0 > > > > Those templates should be "VLSI Resolved", and so forth. It looks like > > other things that didn't get imported properly include Keywords/Custom > > Fields and Templates (and perhaps other things; I haven't taken a tour > > yet). > > > > Any help would be appreciated. Thanks, > > Justin Clayton > VLSI Research System Administrator > University of Washington > Electrical Engineering Dept > justincl at u.washington.edu > 206/543.2523 EE/CSE 307E > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > Justin Clayton VLSI Research System Administrator University of Washington Electrical Engineering Dept justincl at u.washington.edu 206/543.2523 EE/CSE 307E From mglover at chem.ufl.edu Tue May 20 16:09:44 2003 From: mglover at chem.ufl.edu (Matt Glover) Date: Tue, 20 May 2003 16:09:44 -0400 Subject: [rt-users] New User Message-ID: Forgive me if this has been mentioned. I thought I saw it before...but I can't find anything on it now. Anyhooo, here is the prob: When someone submits a request to RT, an account is created for them. Unfortunately, no password is assigned. Is it possible to autoassign a random password, or any password for that matter. I'm using RT2, does RT3 address this issue? Thanks! matt ============================================== Matt Glover UF Chemistry Dept IT Shop 352-392-7885 116D Leigh Hall From stanczyk at pcisys.net Tue May 20 16:24:42 2003 From: stanczyk at pcisys.net (Mike Stanczyk) Date: Tue, 20 May 2003 14:24:42 -0600 (MDT) Subject: [rt-users] Legal Queue Names??? Message-ID: Does anyone have a list of legal queue characters for RT3? I've been fighting getting RT3 installed on a RedHat 7.2 system and while I did get it working, I hit on an issue with queue names. The problem isn't in RT3 but in the support for e-mail. The problem was that smrsh in RedHat choked on "&" as part of the queue name. (And I think some of the quoting too) So does anyone have a list of characters to avoid in queue names? And has anyone else seen this problem on other linux distros? Thanks! Mike From stanczyk at pcisys.net Tue May 20 16:39:10 2003 From: stanczyk at pcisys.net (Mike Stanczyk) Date: Tue, 20 May 2003 14:39:10 -0600 (MDT) Subject: [rt-users] RTFM installation question Message-ID: I'll ask this question here first before taking it to the rt-developers list. Has anyone had a problem with installing RTFM with a blank mysql password? It's on a Rehat 7.2 box with some updates. I can get exact versions if someone suspects a problem there. Here's the error message: ERROR 1045: Access denied for user: 'rt_user at localhost' (Using password: NO) make: *** [initdb.mysql] Error 1 Yeah, I should have a password for mysql but I've wiped and reinstalled the box 3 times just getting RT3 to work. (I'm really thinking of jumping ship to Debian.) Ideas? Mike From pdh at bestpractical.com Tue May 20 18:25:09 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Wed, 21 May 2003 08:25:09 +1000 Subject: [rt-users] RT3 and unpriviledged users In-Reply-To: <200305201127.50341.thuryn@aplis.cz> References: <200305151540.06012.thuryn@aplis.cz> <20030515135058.GC18315@hamburg.fcb.com> <200305201127.50341.thuryn@aplis.cz> Message-ID: <20030520222509.GB475@luggage.internal.moreton.com.au> Tom?? Hur?n wrote: > hmm, but if I uncheck button's: > Let this user access RT > Let this user be granted rights > > I cannot see this user and I cannot modify this access rights again. ...unless you select "Include disabled users in search". -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Tue May 20 18:27:04 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Wed, 21 May 2003 08:27:04 +1000 Subject: [rt-users] Date Miscalculation - was 'Search' links to redirection page In-Reply-To: References: <20030519193108.GY23719@fsck.com> Message-ID: <20030520222704.GC475@luggage.internal.moreton.com.au> Dave Steele wrote: > I also notice that Date handling is off. Dates sometime inexplicably > default to 2002; Can you provide an example of a date that does this, and in what context? > The 'left' field in Search is always zero, and 'Final > Priority' never gets invoked. Is this an Apache version problem as well? What do you mean by "invoked" ? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From cvicente at network-services.uoregon.edu Tue May 20 18:59:49 2003 From: cvicente at network-services.uoregon.edu (Carlos Vicente) Date: 20 May 2003 15:59:49 -0700 Subject: [rt-users] autotake won't stick Message-ID: <1053471589.388.58.camel@tiroloco.uoregon.edu> Hi Mark, I just found the exact same problem. I didn't see any replies to you. Did you figure it out? Also, this was through the web UI. The scrip doesn't seem to act at all when the correspond is via mail. Anyone? Thanks. cv Mark D. Nagel mnagel at willingminds.com Fri, 09 May 2003 13:40:08 -0700 * Previous message: [rt-users] RT2 vs. RT3... just wondering... * Next message: [rt-users] make initialize-database error * Messages sorted by: [ date ] [ thread ] [ subject ] [ author ] I'm running 3.0.2pre6 with the user defined scrip for autotake (prepare - ok if owner is nobody, action - set owner to transaction user). What I am seeing happen is that the owner is set correctly, then the owner is set as previously shown in the ticket, that is, back to nobody. Since the whole idea of autotake is to not have to worry about changing the owner in the ticket reply, I wonder what else I can do to prevent the second owner change from happening. This does not happen in RT 2.0.15 AFAIK. Should the main owner setting code check to see if the owner has been changed by a scrip or is the scrip not running at the right time (it would work if it happened after normal processing)? It looks like all scrips are applied at the time a transaction is created, so I'm not sure how to resolve this -- any ideas? Thanks, Mark -- Mark D. Nagel, CCIE #3177 Principal Consultant, Willing Minds LLC tel/fax: 949-623-9853, web: http://www.willingminds.com/ From gm at efn.org Tue May 20 19:19:45 2003 From: gm at efn.org (Seth Cohn, EFN General Manager) Date: Tue, 20 May 2003 16:19:45 -0700 (PDT) Subject: [rt-users] Postgres vs Mysql, rt2 vs rt3? Message-ID: The problem right now is tons of local complaints about how slow the ticket system is... (and the resulting reluctance to use it) running 2.0.15 with many tweaks (including enhanced mailgate) with a postgres backend, on a dedicated 600mhz box... (yes, I'd love to beef that box up...) I'd like to eventually migrate to rt3, once things like mailgate are working for it... but can't until then. Will moving to Mysql on rt2 speed things up? Reading the mailing lists over the recent months make it appear so, but I'm looking for confirmation. Also, is there a good/better way to dump and then restore the db, going from postgres to mysql? thanks in advance... -- ## Seth Cohn, General Manager of Eugene Free Community Network gm at efn.org ## Businesses planned for service are apt to succeed; Phone 541-484-9637 ## Businesses planned for profit are apt to fail. - N. Butler From stewart.james at vu.edu.au Tue May 20 20:19:36 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Wed, 21 May 2003 10:19:36 +1000 (EST) Subject: [rt-users] % sign in filename from email In-Reply-To: <20030520111256.GA8557@hamburg.fcb.com> References: <20030520022318.GF23719@fsck.com> <20030520111256.GA8557@hamburg.fcb.com> Message-ID: > > Stewart: Which Mail User Agent are Your users using? We have Netscape > 4.7/4.8 on most OS 9 machines. That was from an external person the headers I am getting via the RT interface don;t mention the persons user-agent. Cheers, Stewart From eisenbud at cbio.mskcc.org Tue May 20 21:28:21 2003 From: eisenbud at cbio.mskcc.org (Daniel E. Eisenbud) Date: Tue, 20 May 2003 21:28:21 -0400 Subject: [rt-users] Feature request: disable global scrip in a queue In-Reply-To: <2147483647.1050488392@[10.0.255.35]> Message-ID: <20030521012821.GA9189@cbio.mskcc.org> On Wed, Apr 16, 2003 at 10:19:52AM +0200, Dirk Pape wrote: > I would like to be able to disable a global scrip in a single queue. > We have configured a queue for informations which shall go to all Watchers. > > If a ticket is created or moved to this queue it is autoresolved by a scrip > action and archived for future reference. But since it is only information > and no real request we do not want the requestor (hence information > provider) to be automatically notified that his request is resolved. > > I see that I can leave all informational tickets open for a workaround, but > there might be mor scenarios well supported by disabling scrip for single > queues. I just figured out how to disable a scrip for a single queue. We wanted to have a different autoreply message (or maybe none, we haven't decided for sure) on a single queue, but we didn't have to manually set every single other queue's autoreply scrip to be the same as the current global one. So I changed the global "On Create Autoreply To Requestors with template Autoreply" to have the custom condition: return (($self->TransactionObj->Type eq "Create") and ($self->TicketObj->QueueObj->Name ne "elided")); to avoid the global autoreply for tickets in the queue "elided". A little further experimentation reveals that changing the "On Resolve Notify Requestors with template Resolved" scrip to have the custom condition: return (($self->TransactionObj->Field eq "Status") and ($self->TransactionObj->NewValue eq "resolved") and ($self->TicketObj->QueueObj->Name ne "random")); will avoid sending the ticket completion email to the requestors when tickets in the "random" queue are resolved, answering your question. I will also record here, in case anyone else cares, my discovery that the way to run a scrip when changing the queue of a ticket _to_ "random", is the following condition. Proabably not as useful. return (($self->TransactionObj->Field eq "Queue") and ($self->TicketObj->QueueObj->Name ne "random")); It would be nice if there were either checkboxes to turn off global scrips in each queue's config, or if there were a list in each global scrip's config to exempt queues, avoiding all this. But the above seems to work pretty well. -Dan From jesse at bestpractical.com Tue May 20 21:31:28 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 20 May 2003 21:31:28 -0400 Subject: [rt-users] Feature request: disable global scrip in a queue In-Reply-To: <20030521012821.GA9189@cbio.mskcc.org> References: <2147483647.1050488392@[10.0.255.35]> <20030521012821.GA9189@cbio.mskcc.org> Message-ID: <20030521013128.GU23719@fsck.com> > It would be nice if there were either checkboxes to turn off global > scrips in each queue's config, or if there were a list in each global > scrip's config to exempt queues, avoiding all this. But the above seems > to work pretty well. It sure would be nice. But the current database schema doesn't give us that option. It'll likely happen for the next major schema change. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From fred.lecul at cba.com.au Tue May 20 21:32:37 2003 From: fred.lecul at cba.com.au (Lecul, Fred) Date: Wed, 21 May 2003 11:32:37 +1000 Subject: [rt-users] RT2 - Dates in Euro format Message-ID: Hi, any clues or has anyone modified RT to work with dates entered in dd/mm/yy or yyyy format? This is my next big problem. Getting users to enter dates in any other format will be impossible! Regards Fred ************** IMPORTANT MESSAGE ************** This e-mail message is intended only for the addressee(s) and contains information which may be confidential. If you are not the intended recipient please advise the sender by return email, do not use or disclose the contents, and delete the message and any attachments from your system. Unless specifically indicated, this email does not constitute formal advice or commitment by the sender or the Commonwealth Bank of Australia (ABN 48 123 123 124) or its subsidiaries. ************************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From eisenbud at cbio.mskcc.org Tue May 20 21:39:17 2003 From: eisenbud at cbio.mskcc.org (Daniel E. Eisenbud) Date: Tue, 20 May 2003 21:39:17 -0400 Subject: [rt-users] patch to enable email threading with RT 3.0.2 In-Reply-To: <2147483647.1053456672@[10.0.255.35]> References: <2147483647.1053456672@[10.0.255.35]> Message-ID: <20030521013917.GB9244@cbio.mskcc.org> This is a good start, but it's broken in a number of ways. It defaults to the wronge message-id for in-reply-to and it randomly mangles the order of the references. To make this really useful, it would help to have a message-id permanently attached to replies and comments that are generated by the web UI as well as ones submitted by email. Jesse, would you accept an improved threading patch that did that? -Dan On Tue, May 20, 2003 at 06:51:12PM +0200, Dirk Pape wrote: > Hello, > > here is a patch, which enables RT 3.0.2 to respect and create appropriate > References and In-Reply-To headers for Email-Notifications. > > It does so for Email-Notifications on incoming email or web-created > transactions. > > For doing both (Email, Web) I decided to put the main subroutine to > RT:Tickets, and because I would like to see this integrated into a future > version of RT, I decided to patch original code and not to provide some > *_Local? > > Would integrating it into the code of the next version be possible, please? > > Regards, > Dirk. From jesse at bestpractical.com Tue May 20 21:42:33 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 20 May 2003 21:42:33 -0400 Subject: [rt-users] patch to enable email threading with RT 3.0.2 In-Reply-To: <20030521013917.GB9244@cbio.mskcc.org> References: <2147483647.1053456672@[10.0.255.35]> <20030521013917.GB9244@cbio.mskcc.org> Message-ID: <20030521014233.GW23719@fsck.com> the trick is that for a given ticket update, you may well have multiple message ids. the messages sent to owner, requestor, etc are all different. On Tue, May 20, 2003 at 09:39:17PM -0400, Daniel E. Eisenbud wrote: > This is a good start, but it's broken in a number of ways. It defaults > to the wronge message-id for in-reply-to and it randomly mangles the > order of the references. > > To make this really useful, it would help to have a message-id > permanently attached to replies and comments that are generated by the > web UI as well as ones submitted by email. Jesse, would you accept an > improved threading patch that did that? > > -Dan > > On Tue, May 20, 2003 at 06:51:12PM +0200, Dirk Pape wrote: > > Hello, > > > > here is a patch, which enables RT 3.0.2 to respect and create appropriate > > References and In-Reply-To headers for Email-Notifications. > > > > It does so for Email-Notifications on incoming email or web-created > > transactions. > > > > For doing both (Email, Web) I decided to put the main subroutine to > > RT:Tickets, and because I would like to see this integrated into a future > > version of RT, I decided to patch original code and not to provide some > > *_Local? > > > > Would integrating it into the code of the next version be possible, please? > > > > Regards, > > Dirk. > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From b.schofield at griffith.edu.au Tue May 20 21:44:38 2003 From: b.schofield at griffith.edu.au (Brook Schofield) Date: Wed, 21 May 2003 11:44:38 +1000 Subject: [rt-users] RT2 - Dates in Euro format In-Reply-To: Message-ID: > Hi, any clues or has anyone modified RT to work with dates entered > in dd/mm/yy or yyyy format? This is my next big problem. Getting > users to enter dates in any other format will be impossible! Fred: RT uses Time::ParseDate for its date formats: http://search.cpan.org/author/MUIR/Time-modules-2003.0211/lib/Time/ParseDate.pm if you look at the code: my $date = Time::ParseDate::parsedate($args{'Value'}, UK => $RT::DateDayBeforeMonth, PREFER_PAST => $RT::AmbiguousDayInPast, PREFER_FUTURE => !($RT::AmbiguousDayInPast)); so you'll need to set $RT::DateBayBeforeMonth in your etc/RT_SiteConfig.pm file. -Brook Brook Schofield Senior Software Engineer Information and Communication Technology Services Griffith University 4111 Australia b.schofield at griffith.edu.au Phone: +61 (0)7 387 53779 From eisenbud at cbio.mskcc.org Tue May 20 21:48:59 2003 From: eisenbud at cbio.mskcc.org (Daniel E. Eisenbud) Date: Tue, 20 May 2003 21:48:59 -0400 Subject: [rt-users] patch to enable email threading with RT 3.0.2 In-Reply-To: <20030521014233.GW23719@fsck.com> References: <2147483647.1053456672@[10.0.255.35]> <20030521013917.GB9244@cbio.mskcc.org> <20030521014233.GW23719@fsck.com> Message-ID: <20030521014859.GD9244@cbio.mskcc.org> On Tue, May 20, 2003 at 09:42:33PM -0400, Jesse Vincent wrote: > the trick is that for a given ticket update, you may well have multiple > message ids. the messages sent to owner, requestor, etc are all > different. Oh, shoot. I guess in practice you could get away with giving them all the same message-id, much of the time, but it would be Wrong. So it seems to me, then, that it's not so much that adding a message-id to web comments and replies is wrong, as that using a single message-id per comment or reply, whether it comes from email or the web, is wrong. How many different message-ids can versions of a single comment go out with? -Dan From jesse at bestpractical.com Tue May 20 21:50:21 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 20 May 2003 21:50:21 -0400 Subject: [rt-users] patch to enable email threading with RT 3.0.2 In-Reply-To: <20030521014859.GD9244@cbio.mskcc.org> References: <2147483647.1053456672@[10.0.255.35]> <20030521013917.GB9244@cbio.mskcc.org> <20030521014233.GW23719@fsck.com> <20030521014859.GD9244@cbio.mskcc.org> Message-ID: <20030521015021.GX23719@fsck.com> On Tue, May 20, 2003 at 09:48:59PM -0400, Daniel E. Eisenbud wrote: > Oh, shoot. I guess in practice you could get away with giving them all > the same message-id, much of the time, but it would be Wrong. > > So it seems to me, then, that it's not so much that adding a message-id > to web comments and replies is wrong, as that using a single message-id > per comment or reply, whether it comes from email or the web, is wrong. > > How many different message-ids can versions of a single comment go out > with? How many different scrips can you set up? Also, if we start doing VERP, that becomes one message per recipient. > > -Dan -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From eisenbud at cbio.mskcc.org Tue May 20 22:01:09 2003 From: eisenbud at cbio.mskcc.org (Daniel E. Eisenbud) Date: Tue, 20 May 2003 22:01:09 -0400 Subject: [rt-users] patch to enable email threading with RT 3.0.2 In-Reply-To: <20030521015021.GX23719@fsck.com> References: <2147483647.1053456672@[10.0.255.35]> <20030521013917.GB9244@cbio.mskcc.org> <20030521014233.GW23719@fsck.com> <20030521014859.GD9244@cbio.mskcc.org> <20030521015021.GX23719@fsck.com> Message-ID: <20030521020109.GF9244@cbio.mskcc.org> On Tue, May 20, 2003 at 09:50:21PM -0400, Jesse Vincent wrote: > On Tue, May 20, 2003 at 09:48:59PM -0400, Daniel E. Eisenbud wrote: > > Oh, shoot. I guess in practice you could get away with giving them all > > the same message-id, much of the time, but it would be Wrong. > > > > So it seems to me, then, that it's not so much that adding a message-id > > to web comments and replies is wrong, as that using a single message-id > > per comment or reply, whether it comes from email or the web, is wrong. > > > > How many different message-ids can versions of a single comment go out > > with? > > How many different scrips can you set up? Also, if we start doing VERP, > that becomes one message per recipient. But VERPed messages don't have to have different message-ids. Do they?!? That aside, hmm. Hmm hmm hmm. I suppose that RT could keep a list, for each transaction, of which message-id's corresponding to which scrips it used, and then construct a custom references header per-scrip. But yuck, and anyway, I have a vague feeling that that would need schema changes (but maybe not?) Another option that would help mutt with my new threading code, but probably not many other mailers, would be to just glom on all the message-ids for a given transaction to the references header. I don't know if it would be an issue that it's a minor information leak about how many different copies of the message are going out, and anyway it's gross. -Dan From eisenbud at cbio.mskcc.org Tue May 20 22:10:06 2003 From: eisenbud at cbio.mskcc.org (Daniel E. Eisenbud) Date: Tue, 20 May 2003 22:10:06 -0400 Subject: [rt-users] patch to enable email threading with RT 3.0.2 In-Reply-To: <20030521020109.GF9244@cbio.mskcc.org> References: <2147483647.1053456672@[10.0.255.35]> <20030521013917.GB9244@cbio.mskcc.org> <20030521014233.GW23719@fsck.com> <20030521014859.GD9244@cbio.mskcc.org> <20030521015021.GX23719@fsck.com> <20030521020109.GF9244@cbio.mskcc.org> Message-ID: <20030521021006.GH9244@cbio.mskcc.org> On Tue, May 20, 2003 at 10:01:09PM -0400, Daniel E. Eisenbud wrote: > That aside, hmm. Hmm hmm hmm. I suppose that RT could keep a list, for > each transaction, of which message-id's corresponding to which scrips it > used, and then construct a custom references header per-scrip. But > yuck, and anyway, I have a vague feeling that that would need schema > changes (but maybe not?) Ah, but that's unnecessary, because RT can store one message-id per transaction and then append the scrip number to it. So if you have a bunch of messages that went out via the same scrip, they get threaded together. And you can make the first reference be the absolute message-id of the first comment, so the different scrip-specific subthreads at least get threaded together at the top if you're receiving mail on the ticket from more than one scrip. Sound sane? If accumulating piles of reference headers are an issue, storagewise, each transaction can just have a pointer to the message-id of its parent, and RT can track back to construct a references header when it sends out mail. -Dan From stewart.james at vu.edu.au Tue May 20 22:39:41 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Wed, 21 May 2003 12:39:41 +1000 (EST) Subject: [rt-users] patch to enable email threading with RT 3.0.2 In-Reply-To: <20030521015021.GX23719@fsck.com> References: <2147483647.1053456672@[10.0.255.35]> <20030521013917.GB9244@cbio.mskcc.org> <20030521014233.GW23719@fsck.com> <20030521014859.GD9244@cbio.mskcc.org> <20030521015021.GX23719@fsck.com> Message-ID: > > How many different scrips can you set up? Also, if we start doing VERP, > that becomes one message per recipient. > On the note of VERP and bounce detection you might want to have alook at the sympa mailing list software bounce detection code. I was looking at it when I hacked in my simple bounce detection. Stewart From eisenbud at cbio.mskcc.org Tue May 20 22:58:48 2003 From: eisenbud at cbio.mskcc.org (Daniel E. Eisenbud) Date: Tue, 20 May 2003 22:58:48 -0400 Subject: [rt-users] patch to enable email threading with RT 3.0.2 In-Reply-To: <20030521021006.GH9244@cbio.mskcc.org> References: <2147483647.1053456672@[10.0.255.35]> <20030521013917.GB9244@cbio.mskcc.org> <20030521014233.GW23719@fsck.com> <20030521014859.GD9244@cbio.mskcc.org> <20030521015021.GX23719@fsck.com> <20030521020109.GF9244@cbio.mskcc.org> <20030521021006.GH9244@cbio.mskcc.org> Message-ID: <20030521025848.GJ9244@cbio.mskcc.org> On Tue, May 20, 2003 at 10:10:06PM -0400, Daniel E. Eisenbud wrote: > On Tue, May 20, 2003 at 10:01:09PM -0400, Daniel E. Eisenbud wrote: > > That aside, hmm. Hmm hmm hmm. I suppose that RT could keep a list, for > > each transaction, of which message-id's corresponding to which scrips it > > used, and then construct a custom references header per-scrip. But > > yuck, and anyway, I have a vague feeling that that would need schema > > changes (but maybe not?) > > Ah, but that's unnecessary, because RT can store one message-id per > transaction and then append the scrip number to it. So if you have a > bunch of messages that went out via the same scrip, they get threaded > together. And you can make the first reference be the absolute > message-id of the first comment, so the different scrip-specific > subthreads at least get threaded together at the top if you're receiving > mail on the ticket from more than one scrip. Sound sane? If > accumulating piles of reference headers are an issue, storagewise, each > transaction can just have a pointer to the message-id of its parent, and > RT can track back to construct a references header when it sends out > mail. I'm going to try to implement this. Additionally, each message should have as its first reference the "true" message-id of the first transaction in the ticket, so all the different scrip-specific subtrees will be threaded together at the top level by smart mailers. I'm going to punt, for now, on dealing with references to correspondence that's not cc'ed to the ticket. It's not obvious to me whether I'll want to go back and do that later, but it shouldn't be too hard if it seems warranted. In the case of a ticket being generated by a reply to a previous thread, the first reference will at least attach it to that thread. -Dan From jesse at bestpractical.com Tue May 20 23:02:38 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 20 May 2003 23:02:38 -0400 Subject: [rt-users] patch to enable email threading with RT 3.0.2 In-Reply-To: <20030521025848.GJ9244@cbio.mskcc.org> References: <2147483647.1053456672@[10.0.255.35]> <20030521013917.GB9244@cbio.mskcc.org> <20030521014233.GW23719@fsck.com> <20030521014859.GD9244@cbio.mskcc.org> <20030521015021.GX23719@fsck.com> <20030521020109.GF9244@cbio.mskcc.org> <20030521021006.GH9244@cbio.mskcc.org> <20030521025848.GJ9244@cbio.mskcc.org> Message-ID: <20030521030238.GZ23719@fsck.com> > I'm going to try to implement this. Additionally, each message should > have as its first reference the "true" message-id of the first > transaction in the ticket, so all the different scrip-specific subtrees > will be threaded together at the top level by smart mailers. > > I'm going to punt, for now, on dealing with references to correspondence > that's not cc'ed to the ticket. It's not obvious to me whether I'll > want to go back and do that later, but it shouldn't be too hard if it > seems warranted. In the case of a ticket being generated by a reply to > a previous thread, the first reference will at least attach it to that > thread. That works for me. It may be worth considering the case of merged tickets. j > -Dan -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From eisenbud at cbio.mskcc.org Tue May 20 23:27:25 2003 From: eisenbud at cbio.mskcc.org (Daniel E. Eisenbud) Date: Tue, 20 May 2003 23:27:25 -0400 Subject: [rt-users] patch to enable email threading with RT 3.0.2 In-Reply-To: <20030521030238.GZ23719@fsck.com> References: <2147483647.1053456672@[10.0.255.35]> <20030521013917.GB9244@cbio.mskcc.org> <20030521014233.GW23719@fsck.com> <20030521014859.GD9244@cbio.mskcc.org> <20030521015021.GX23719@fsck.com> <20030521020109.GF9244@cbio.mskcc.org> <20030521021006.GH9244@cbio.mskcc.org> <20030521025848.GJ9244@cbio.mskcc.org> <20030521030238.GZ23719@fsck.com> Message-ID: <20030521032725.GK9244@cbio.mskcc.org> On Tue, May 20, 2003 at 11:02:38PM -0400, Jesse Vincent wrote: > > I'm going to try to implement this. Additionally, each message should > > have as its first reference the "true" message-id of the first > > transaction in the ticket, so all the different scrip-specific subtrees > > will be threaded together at the top level by smart mailers. > > > > I'm going to punt, for now, on dealing with references to correspondence > > that's not cc'ed to the ticket. It's not obvious to me whether I'll > > want to go back and do that later, but it shouldn't be too hard if it > > seems warranted. In the case of a ticket being generated by a reply to > > a previous thread, the first reference will at least attach it to that > > thread. > > That works for me. It may be worth considering the case of merged > tickets. Hmm, yes. Well, I think there's actually not a lot to do about merged tickets, because if you have a tree starting with a root of the first transaction of one ticket and another tree starting with a root of the first transaction of another ticket, and neither of those tickets refer to each other, no sane mailer is going to pay attention to some distant descendant claiming that one is the parent of the other (or else I could be annoying and send mail to this mailing list that caused everyone's mutt to thread all the last month's messages into one thread, in some arbitrary order.) If the root message-ids don't refer to actual messages that have ever existed (and often they won't, because users will only ever see the munged message-ids from RT, and the root will be the only pure one) you could send a special message whose grandparent was one root and whose grandparent was the other, and that would be enough to convince mutt to thread the two trees together. One could make all new top-level messages do such a thing, but it would have other mildly annoying threading consequences, and I think it's better not to. So unless we get into silliness like making RT send out a special mail when tickets get merged in an attempt to glue mutt users' trees together, there's nothing useful we can do here, I think. (I might be tempted to implement such a glue message as a local hack, though, with a scrip that sends it just to the mutt-users on the ticket. :-) But probably not.) -Dan From eisenbud at cbio.mskcc.org Tue May 20 23:32:14 2003 From: eisenbud at cbio.mskcc.org (Daniel E. Eisenbud) Date: Tue, 20 May 2003 23:32:14 -0400 Subject: [rt-users] Feature request: disable global scrip in a queue In-Reply-To: <20030521012821.GA9189@cbio.mskcc.org> References: <2147483647.1050488392@[10.0.255.35]> <20030521012821.GA9189@cbio.mskcc.org> Message-ID: <20030521033214.GL9244@cbio.mskcc.org> On Tue, May 20, 2003 at 09:28:21PM -0400, Daniel E. Eisenbud wrote: > I will also record here, in case anyone else cares, my discovery that > the way to run a scrip when changing the queue of a ticket _to_ > "random", is the following condition. Proabably not as useful. Or rather, when changing the queue of a ticket to anything _but_ "random". > return (($self->TransactionObj->Field eq "Queue") and > ($self->TicketObj->QueueObj->Name ne "random")); From eisenbud at cbio.mskcc.org Tue May 20 23:43:51 2003 From: eisenbud at cbio.mskcc.org (Daniel E. Eisenbud) Date: Tue, 20 May 2003 23:43:51 -0400 Subject: [rt-users] patch to enable email threading with RT 3.0.2 In-Reply-To: <20030521032725.GK9244@cbio.mskcc.org> References: <2147483647.1053456672@[10.0.255.35]> <20030521013917.GB9244@cbio.mskcc.org> <20030521014233.GW23719@fsck.com> <20030521014859.GD9244@cbio.mskcc.org> <20030521015021.GX23719@fsck.com> <20030521020109.GF9244@cbio.mskcc.org> <20030521021006.GH9244@cbio.mskcc.org> <20030521025848.GJ9244@cbio.mskcc.org> <20030521030238.GZ23719@fsck.com> <20030521032725.GK9244@cbio.mskcc.org> Message-ID: <20030521034351.GM9244@cbio.mskcc.org> On Tue, May 20, 2003 at 11:27:25PM -0400, Daniel E. Eisenbud wrote: > So unless we get into silliness like making RT send out a special mail > when tickets get merged in an attempt to glue mutt users' trees > together, there's nothing useful we can do here, I think. (I might be > tempted to implement such a glue message as a local hack, though, with a > scrip that sends it just to the mutt-users on the ticket. :-) But > probably not.) There's actually a rather clean way to do it for any class of users that you're willing to send mail saying that the tickets have been merged, actually. You just give that message the message-id of the (previously nonexistent) root of the subsumed tree, and make it refer to the root of the tree of the ticket that remains. This would just be one message for anyone who'd get it, because it would need to have a scrip-independent message-id. Maybe there could be a special scrip that would send this to all the recipients who were deemed appropriate. Moreover, this doesn't stop you from having trees refer to prior correspondence, eventually. It just means that the prior correspondence has to be ancestors of the "root" message-id. OK, it is officially time for me to stop babbling until I've written some code. :-) -Dan From jesse at bestpractical.com Wed May 21 01:12:19 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 21 May 2003 01:12:19 -0400 Subject: [rt-users] RTFM installation question In-Reply-To: References: Message-ID: <20030521051219.GF23719@fsck.com> That's you rt_user's password. You should have set one of those on installation of RT. On Tue, May 20, 2003 at 02:39:10PM -0600, Mike Stanczyk wrote: > I'll ask this question here first before taking it to the > rt-developers list. > > Has anyone had a problem with installing RTFM with a blank > mysql password? > > It's on a Rehat 7.2 box with some updates. I can get exact > versions if someone suspects a problem there. > > Here's the error message: > ERROR 1045: Access denied for user: 'rt_user at localhost' (Using password: NO) > make: *** [initdb.mysql] Error 1 > > Yeah, I should have a password for mysql but I've wiped and reinstalled > the box 3 times just getting RT3 to work. (I'm really thinking of jumping > ship to Debian.) > > Ideas? > Mike > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From Veera_Dudala at nipunaservices.com Wed May 21 01:26:43 2003 From: Veera_Dudala at nipunaservices.com (Veera_Dudala) Date: Wed, 21 May 2003 10:56:43 +0530 Subject: [rt-users] error in RT execution Message-ID: <426FBEC43EC0A14481B3F194B4FC7E21217AAA@NHCG2200V.nipunaservices.com> Hi, I have installed RT on my machine according to instruction specified in the manual. But when I execute the index.html, it is displaying the following screen in mozilla. could you please let me know what could be the problem?. My system configuration is P4, 1GB RAM, 40GB HDD, 1.8 GHz processor Redhat 9.0, Apache2 with mod_perl, RT3.0, Postgresql 7.3.2 Thanks Veera %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explictly superceded by other copyright notices) %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# Unless otherwise specified, all modifications, corrections or %# extensions to this work which alter its source code become the %# property of Best Practical Solutions, LLC when submitted for %# inclusion in the work. %# %# %# END LICENSE BLOCK <& /Elements/Header, Title=>loc("RT at a glance"), Refresh => $session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab => '', Title=>loc("RT at a glance") &> <& /Elements/MyTickets &> <& /Elements/MyRequests &> <& /Elements/Quicksearch &> <& /Elements/Refresh, Name => 'HomeRefreshInterval', Default => $session {'home_refresh_interval'} &> <%init> if ( $ARGS{'q'} ) { my $query = $ARGS{'q'}; if ( $query =~ m/^\s*(\d+)\s*$/ ) { $m->redirect("$RT::WebPath/Ticket/Display.html?id=$1"); } $session{'tickets'} = RT::Tickets->new( $session{'CurrentUser'} ); if ( $query =~ m/\@/ ) { $session{'tickets'}->LimitRequestor( VALUE => $query, OPERATOR => '=', ); $m->redirect("$RT::WebPath/Search/Listing.html"); } # # Any search on queue name or subject will be for new/open tickets # only. # $session{'tickets'}->LimitStatus( VALUE => $_, OPERATOR => '=', ) for qw(open new); my $queue = RT::Queue->new( $session{'CurrentUser'} ); if ( $queue->Load($query) && $queue->Id ) { $session{'tickets'}->LimitQueue( VALUE => $queue->Id, OPERATOR => '=', ); $m->redirect("$RT::WebPath/Search/Listing.html"); } $session{'tickets'}->LimitSubject( VALUE => $query, OPERATOR => 'LIKE' ); $m->redirect("$RT::WebPath/Search/Listing.html"); } if ($ARGS{'HomeRefreshInterval'}) { $session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; } From gboug at unico.com.au Wed May 21 02:16:42 2003 From: gboug at unico.com.au (Greg Boug) Date: Wed, 21 May 2003 16:16:42 +1000 Subject: [rt-users] CA Client Certificates and RT 3.0.2??? Message-ID: <00aa01c31f60$8c5b21d0$9164a8c0@pcgboug> Hi all, I am having a bit of fun configuring RT. We use a client side certificate on the web browsers to provide additional security for accessing the RT site. That all works fine for providing web access... The problem is when an email is sent to a queue... Lets say an email is sent to the 'foo' queue. Its intercepted by rt-mailgate, which creates an LWP object and fobs it off to the webserver. And boom. Webserver rejects the connection as it doesn't have a valid user certificate. LWP doesn't appear to support client certificates, so I don't think I can graft it on (though if someone can point me in the direction of support for this, I'd be grateful) Has anyone had a situation like this? If so, what did you do to get around it? Is there a way to get rt-mailgate to go via a programming interface, rather than doing a https request? I guess its possible to have it avoid requiring a certificate for specific locations by configuring Apache, but that defeats the purpose of having the darn things ;-) thanks in advance... ;) Greg From thuryn at aplis.cz Wed May 21 02:36:00 2003 From: thuryn at aplis.cz (=?iso-8859-2?q?Tom=E1=B9=20Hur=FDn?=) Date: Wed, 21 May 2003 08:36:00 +0200 Subject: [rt-users] RT3 and unpriviledged users In-Reply-To: <20030520222509.GB475@luggage.internal.moreton.com.au> References: <200305201127.50341.thuryn@aplis.cz> <20030520222509.GB475@luggage.internal.moreton.com.au> Message-ID: <200305210836.01878.thuryn@aplis.cz> No, if I select "Include disabled users in search", I cannot see this users too. Dne Wednesday 21 of May 2003 00:25, Phil Homewood napsal: > Tom?? Hur?n wrote: > > hmm, but if I uncheck button's: > > Let this user access RT > > Let this user be granted rights > > > > I cannot see this user and I cannot modify this access rights again. > > ...unless you select "Include disabled users in search". -- Tom?? Hur?n From jesse at bestpractical.com Wed May 21 02:43:53 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 21 May 2003 02:43:53 -0400 Subject: [rt-users] $LogDir in RT 3-0-2 In-Reply-To: <00e501c31b8e$881fd780$03bff40a@Exponentiale.com> References: <001501c31b04$6a7ef470$03bff40a@Exponentiale.com> <00e501c31b8e$881fd780$03bff40a@Exponentiale.com> Message-ID: <20030521064353.GP23719@fsck.com> On Fri, May 16, 2003 at 10:35:47AM +0100, Jim Mozley wrote: > > In the /lib/RT.pm $LogDir is set. I guess I could alter it > there if necessary but it would seem neater to change this in > RT_SiteConfig.pm. This has been fixed in the repository and will appear in 3.0.3 > A humble suggestion: > > I don't know if this is something that can be added to the installation > process of version 3, but it would be useful to have logging working by > default. Could the appropriate configuration settings be put in RT_Config.pm > and permissions set on the default log directory as they seem to be on > mason_data and session_data in the log directory? Would help the initial > configuration process and the newbie greatly. By default, RT 3.0 logs to the syslog, which requires even _less_ configuration. > > Regards, > > Jim > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pape-rt at inf.fu-berlin.de Wed May 21 02:48:19 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Wed, 21 May 2003 08:48:19 +0200 Subject: [rt-users] patch to enable email threading with RT 3.0.2 In-Reply-To: <20030521013917.GB9244@cbio.mskcc.org> References: <2147483647.1053456672@[10.0.255.35]> <20030521013917.GB9244@cbio.mskcc.org> Message-ID: <2147483647.1053506899@[10.0.255.35]> Hello Dan, --Am Dienstag, 20. Mai 2003 21:39 Uhr -0400 schrieb "Daniel E. Eisenbud" : > This is a good start, but it's broken in a number of ways. It defaults > to the wronge message-id for in-reply-to and it randomly mangles the > order of the references. > > To make this really useful, it would help to have a message-id > permanently attached to replies and comments that are generated by the > web UI as well as ones submitted by email. Jesse, would you accept an > improved threading patch that did that? yes I saw this, just after (successful ;-) testing and sending the patch. I have now running a version here, which do a) correct in-reply-to's depending on if the message is relayed (a notification for an incoming message) or if it is originated by RT. b) preserves the order of references (I did not know that MUAs rely on this). Already the original patch adds a reference to the message of the first transaction of a ticket. As other pointed out, there are some deficiences, I cannot cope with: A) there may be arbitrary many notifications to one message, which only see part of the recipients. To have real threading, message ids of all notifications must be created prior sending any notification. B) Messages created in the Web do not have any message id. This is not really bad, since they are never sent by email (only notifications are sent), but adding a reference to the first transaction fails, if it is a web created ticket, and so does some threading on them. I will later this day send my improved patch, so you might to start working on the new one, or you may start from scratch. Regards, Dirk From stanczyk at pcisys.net Wed May 21 04:00:32 2003 From: stanczyk at pcisys.net (Mike Stanczyk) Date: Wed, 21 May 2003 02:00:32 -0600 (MDT) Subject: [rt-users] error in RT execution In-Reply-To: <426FBEC43EC0A14481B3F194B4FC7E21217AAA@NHCG2200V.nipunaservices.com> Message-ID: Yeah, I hit this one too. I *think* that you have a problem in your apache configuration. I orginally installed RT3 to be on the root of webserver, ie, http://demo/. I tried to move it to http://demo/rt and started seeing wierd things including what you're seeing. I gave up and moved RT3 back to the root. I wanted a working RT3 more... On a guess, check the apache configuration for where the location points, and check rt_siteconfig for where the root points. It has to be blank for http://demo/ to work. Setting the root to "/" will produce http://demo///. Your mileage will vary. Mike On Wed, 21 May 2003, Veera_Dudala wrote: > Hi, > > I have installed RT on my machine according to instruction specified in the manual. But when I execute the index.html, it is displaying the following screen in mozilla. could you please let me know what could be the problem?. > > My system configuration is > > P4, 1GB RAM, 40GB HDD, 1.8 GHz processor > Redhat 9.0, Apache2 with mod_perl, RT3.0, Postgresql 7.3.2 > > Thanks > Veera > > > %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explictly superceded by other copyright notices) %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# Unless otherwise specified, all modifications, corrections or %# extensions to this work which alter its source code become the %# property of Best Practical Solutions, LLC when submitted for %# inclusion in the work. %# %# %# END LICENSE BLOCK <& /Elements/Header, Title=>loc("RT at a glance"), Refresh => $session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab => '', Title=>loc("RT at a glance") &> > <& /Elements/MyTickets &> > <& /Elements/MyRequests &> <& /Elements/Quicksearch &> > <& /Elements/Refresh, Name => 'HomeRefreshInterval', Default => $session {'home_refresh_interval'} &> > <%init> if ( $ARGS{'q'} ) { my $query = $ARGS{'q'}; if ( $query =~ m/^\s*(\d+)\s*$/ ) { $m->redirect("$RT::WebPath/Ticket/Display.html?id=$1"); } $session{'tickets'} = RT::Tickets->new( $session{'CurrentUser'} ); if ( $query =~ m/\@/ ) { $session{'tickets'}->LimitRequestor( VALUE => $query, OPERATOR => '=', ); $m->redirect("$RT::WebPath/Search/Listing.html"); } # # Any search on queue name or subject will be for new/open tickets # only. # $session{'tickets'}->LimitStatus( VALUE => $_, OPERATOR => '=', ) for qw(open new); my $queue = RT::Queue->new( $session{'CurrentUser'} ); if ( $queue->Load($query) && $queue->Id ) { $session{'tickets'}->LimitQueue( VALUE => $queue->Id, OPERATOR => '=', ); $m->redirect("$RT::WebPath/Search/Listing.html"); } $session{'tickets'}->LimitSubject( VALUE => $query, OPERATOR => 'LIKE' ); $m->redirect("$RT::WebPath/Search/Listing.html"); } if ($ARGS{'HomeRefreshInterval'}) { $session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; } > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From mlelstv at dev.de.cw.net Wed May 21 04:34:39 2003 From: mlelstv at dev.de.cw.net (Michael van Elst) Date: Wed, 21 May 2003 10:34:39 +0200 Subject: [rt-users] CA Client Certificates and RT 3.0.2??? In-Reply-To: <00aa01c31f60$8c5b21d0$9164a8c0@pcgboug> References: <00aa01c31f60$8c5b21d0$9164a8c0@pcgboug> Message-ID: <20030521083438.GA9028@sv1.dev.de.cw.net> On Wed, May 21, 2003, Greg Boug wrote: > LWP doesn't appear > to support client certificates, so I don't think I can graft it > on (though if someone can point me in the direction of support > for this, I'd be grateful) LWP uses Crypt::SSLeay by default. There you can set the paths to the client certificate using environment variables. $ENV{'HTTPS_KEY_FILE'}='/foo/key.pem'; $ENV{'HTTPS_CERT_FILE'}='/foo/cert.pem'; If for some reason your perl program has loaded IO::Socket::SSL this doesn't work as LWP switches to a different SSL implementation. But then you can poke the LWP module a little bit: use IO::Socket::SSL; use LWP::Protocol::http; @LWP::Protocol::http::EXTRA_SOCK_OPTS = ( 'SSL_key_file' => '/foo/key.pem', 'SSL_cert_file' => '/foo/cert.pem' ); Greetings, -- ,eM""=. a"-. Michael van Elst dWWMWM" - :GM==; mlelstv at dev.de.cw.net :WWMWMw=--. "W=' cable & wireless 9WWMm==-. "-Wmw-" CABLE & WIRELESS From paolo at mighty.co.za Wed May 21 04:52:27 2003 From: paolo at mighty.co.za (Paolo Campanella) Date: Wed, 21 May 2003 10:52:27 +0200 Subject: [rt-users] email gateway issue In-Reply-To: <20030520193658.GO16650@isis.visi.com> References: <20030519215306.GK16650@isis.visi.com> <16074.12385.58851.349014@yertle.int.kciLink.com> <20030520141536.GL16650@isis.visi.com> <20030520193658.GO16650@isis.visi.com> Message-ID: <200305210852.h4L8qRv04498@paolo.home.dom> On Tue, 20 May 2003 14:36:58 -0500 Benjamin Herbert wrote: > error: Error during compilation of > /usr/local/rt3/share/html/Ticket/Elements/ShowTransaction: > > Unrecognized escape \p in character class passed through before HERE > mark in > regex m/(\pL[\p << HERE L']*)/ at > /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 429. Add this: use utf8; to the top of /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm Affects Perl 5.6.1 users. I have reported it to the Text::Autoformat maintainer. Bye Paolo From Ian.Grant at cl.cam.ac.uk Wed May 21 05:23:41 2003 From: Ian.Grant at cl.cam.ac.uk (Ian Grant) Date: Wed, 21 May 2003 10:23:41 +0100 Subject: [rt-users] Upgrading from 3-0-0 to 3-0-2 Message-ID: I plan to upgraded a currently live 3-0-0 installation to 3-0-2. My idea is to proceed by unpacking the tar.gz distribution, running the ./configure script with the same options as I did for rt-3-0-0 then, after checking and resolving CPAN module dependencies, shutting down the web server and running 'make upgrade'. Then checking the RT_SiteConfig.pm is right and restarting the web server. Anyone have any advice/reassurance to offer. I will summarise for the list. -- Ian Grant, Computer Lab., William Gates Building, JJ Thomson Ave., Cambridge Phone: +44 1223 334420 From jim.mozley at exponential-e.com Wed May 21 06:12:01 2003 From: jim.mozley at exponential-e.com (Jim Mozley) Date: Wed, 21 May 2003 11:12:01 +0100 Subject: [rt-users] $LogDir in RT 3-0-2 References: <001501c31b04$6a7ef470$03bff40a@Exponentiale.com> <00e501c31b8e$881fd780$03bff40a@Exponentiale.com> <20030521064353.GP23719@fsck.com> Message-ID: <004401c31f81$6bc0de30$03bff40a@Exponentiale.com> *This message was transferred with a trial version of CommuniGate(tm) Pro* Jesse, > > In the /lib/RT.pm $LogDir is set. I guess I could alter it > > there if necessary but it would seem neater to change this in > > RT_SiteConfig.pm. > > This has been fixed in the repository and will appear in 3.0.3 Thanks :-) > > A humble suggestion: > > > > I don't know if this is something that can be added to the installation > > process of version 3, but it would be useful to have logging working by > > default. Could the appropriate configuration settings be put in RT_Config.pm > > and permissions set on the default log directory as they seem to be on > > mason_data and session_data in the log directory? Would help the initial > > configuration process and the newbie greatly. > > > By default, RT 3.0 logs to the syslog, which requires even _less_ > configuration. Again thanks, that seems a better way to go. This may explain the message below (in apache's error_log) following the installation. I have yet to try to resolv this one, but assumed I was having a perl problem rather than something specific to RT. [Mon May 19 11:51:08 2003] Syslog.pm: unix passed to setlogsock, but path not available at /usr/local/lib/perl5/site_perl/5.8.0 /Log/Dispatch/Syslog.pm line 66 Regards, Jim From michael at maurer-it.com Wed May 21 06:50:55 2003 From: michael at maurer-it.com (Michael Pilz) Date: Wed, 21 May 2003 12:50:55 +0200 Subject: [rt-users] rt should notify admin: ticket status new, age > x hours Message-ID: <87844F3B84E88E4EA0CD476EA3B9F71D074202@himalaya.maurer-it.com> hi i wannna do somthing like: if ticket status == new && age > x hours then notify queueadmin i couldn't find any simular situation in the archive/docu so far! if anybody has a hint, thx -------------------------------------------------- Michael Pilz Maurer IT Systeml?sungen KEG Projektleiter Kohlgasse 51/9 Tel: +43 1 545 449 711 A - 1050 WIEN Fax: +43 1 545 449 722 Mobil: +43 699 1104 3539 michael at maurer-it.com http://www.maurer-it.com -------------------------------------------------- From binand at gmx.net Wed May 21 06:24:01 2003 From: binand at gmx.net (Binand Sethumadhavan) Date: Wed, 21 May 2003 06:24:01 -0400 Subject: [rt-users] Finding reopened tickets Message-ID: <20030521102401.GA21695@zeus.cysphere.com> Hi All, The boss wants to know which tickets were "reopened", by unsatisfied requestors writing back after it was marked as resolved. For such requests, I usually pick and modify the statusreport.html to suit my needs. But in this case, I am stumped. :) I came up with this SQL: SELECT id FROM tickets WHERE effectiveid IN ( SELECT ticket FROM ( SELECT ticket,count(ticket) AS numreopen FROM transactions WHERE field = 'Status' AND oldvalue = 'resolved' AND newvalue = 'open' GROUP BY ticket ) AS foo WHERE numreopen >= 2 ) ORDER BY id; (We are willing to overlook *one* reopening, since that is more often than not the requestor writing back to say thank-you :) How do I go about doing this in DBIx::SearchBuilder? Any pointer will be greatly appreciated. RT is 2.0.15, backend is Postgres 7.2.3. Binand From mixo at beth.uniforum.org.za Wed May 21 07:32:30 2003 From: mixo at beth.uniforum.org.za (mixo) Date: Wed, 21 May 2003 13:32:30 +0200 Subject: [rt-users] rt3 mail gateway and ssl Message-ID: <3ECB63CE.6020100@beth.uniforum.org.za> While testing an installation of rt 3 (3.0.2) I got: ------------------------------------------------ [root at dhcp0 smrsh]# /opt/rt3/bin/rt-mailgate --queue general --action correspond --url https://dhcp0/ from:test subject:test to:rt wiyui yuiuy iuyi uijoljk . An Error Occurred ================= 501 Protocol scheme 'https' is not supported ------------------------------------------------ Does this mean ssl is not supported by the mail gateway or something else? From hstern at iaeste.at Wed May 21 07:54:15 2003 From: hstern at iaeste.at (Hermann Stern) Date: Wed, 21 May 2003 13:54:15 +0200 (CEST) Subject: [rt-users] Error Using REMOTE User Login. In-Reply-To: <3ECB63CE.6020100@beth.uniforum.org.za> Message-ID: Hi! If you have Login via REMOTE User set to ON (so rt loggs in automatically if it finds some login information - if you protect this dir per .htaccess for example) und you hit LOGOUT - > you get to NoAuth/Logout.html, but then there is a META REFRESH Set to http://RT Url, so you alway get back to RT Front Url, and then Logged in => so you cant logout ;) Help: Nuke this META REFRESH line from NoAuth/Logout.html :) Hermann From hstern at iaeste.at Wed May 21 07:56:08 2003 From: hstern at iaeste.at (Hermann Stern) Date: Wed, 21 May 2003 13:56:08 +0200 (CEST) Subject: [rt-users] rt3 mail gateway and ssl In-Reply-To: <3ECB63CE.6020100@beth.uniforum.org.za> Message-ID: Hi! > ================= > > 501 Protocol scheme 'https' is not supported > ------------------------------------------------ > > Does this mean ssl is not supported by the mail gateway or something else? Try -url http://your.site.com:443. Because i have protected my site per .httaccess file, this doesn't work, but maybe without it does. (Port 443 is SSL in most systems) Hermann > > _______________________________________________ >rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > From mlelstv at dev.de.cw.net Wed May 21 08:51:47 2003 From: mlelstv at dev.de.cw.net (Michael van Elst) Date: Wed, 21 May 2003 14:51:47 +0200 Subject: [rt-users] rt3 mail gateway and ssl In-Reply-To: References: <3ECB63CE.6020100@beth.uniforum.org.za> Message-ID: <20030521125147.GA18386@sv1.dev.de.cw.net> On Wed, May 21, 2003, Hermann Stern wrote: > > 501 Protocol scheme 'https' is not supported > > Does this mean ssl is not supported by the mail gateway or something else? > > Try -url http://your.site.com:443. Because i have protected my site per > .httaccess file, this doesn't work, but maybe without it does. > (Port 443 is SSL in most systems) Talking HTTP to port 443 does not help. The message comes from LWP that can't load the https protocol module, probably because Net::SSLeay or Crypt::SSLeay hasn't been installed yet. CPAN is your friend :) Greetings, -- ,eM""=. a"-. Michael van Elst dWWMWM" - :GM==; mlelstv at dev.de.cw.net :WWMWMw=--. "W=' cable & wireless 9WWMm==-. "-Wmw-" CABLE & WIRELESS From krmm at nordkapp.net Wed May 21 09:04:29 2003 From: krmm at nordkapp.net (Kristian =?ISO-8859-1?Q?R=F8nningen?=) Date: 21 May 2003 15:04:29 +0200 Subject: [rt-users] rt3 mail gateway and ssl In-Reply-To: <3ECB63CE.6020100@beth.uniforum.org.za> References: <3ECB63CE.6020100@beth.uniforum.org.za> Message-ID: <1053522269.575.115.camel@cream> On Wed, 2003-05-21 at 13:32, mixo wrote: > 501 Protocol scheme 'https' is not supported > Does this mean ssl is not supported by the mail gateway or something else? The docs say "If you intend to use SSL to secure your mail gateway, you need to make sure that lib-www-perl, a.k.a LWP, is built with SSL support." There is a separate CPAN-module that gives LWP this functionality, but I can't remember the name. -- Kristian R?nningen From bpinksto at centenary.edu Wed May 21 09:10:02 2003 From: bpinksto at centenary.edu (Brad Pinkston) Date: Wed, 21 May 2003 08:10:02 -0500 Subject: [rt-users] Copy queue properties Message-ID: <004301c31f9a$4a43ae40$ca9189c6@gents.centenary.edu> We separate our queues by fiscal year and are creating a new queue for 2003-04. Is there a simpler way to copy all properties (i.e. watchers, scrips, user properties) to the new queue? Brad Pinkston Firewall/Network Administrator Checkpoint CCSA Centenary College of LA (318) 869-5003 bpinksto at centenary.edu From daves at xetron.com Wed May 21 09:08:19 2003 From: daves at xetron.com (Dave Steele) Date: Wed, 21 May 2003 13:08:19 +0000 (UTC) Subject: [rt-users] Re: Date Miscalculation - was 'Search' links to redirection page References: <20030519193108.GY23719@fsck.com> <20030520222704.GC475@luggage.internal.moreton.com.au> Message-ID: Phil Homewood wrote in news:20030520222704.GC475 @luggage.internal.moreton.com.au: > Dave Steele wrote: >> I also notice that Date handling is off. Dates sometime inexplicably >> default to 2002; > > Can you provide an example of a date that does this, and in what context? Not really. Dates of the form 5/20/03 gave seemingly random results. Switching to "May 20" worked pretty well, but I noticed that it switched years on me once. I assume that this is a function of the Perl Date module used. > >> The 'left' field in Search is always zero, and 'Final >> Priority' never gets invoked. Is this an Apache version problem as well? > > What do you mean by "invoked" ? The priority of the task never becomes the 'Final Priority'. Again, it's RH9, RT3.0.2, Apache 2.0.40. RPM modules perl-Time-HiRes-1.38-3 Time::ParseDate from CPAN, version 2003.0211. From j.green at ukerna.ac.uk Wed May 21 09:31:51 2003 From: j.green at ukerna.ac.uk (John Green) Date: Wed, 21 May 2003 14:31:51 +0100 Subject: [rt-users] Replicated mysql servers with RT Message-ID: <3ECB7FC7.4060101@ukerna.ac.uk> Hi, Does anyone have any major gotchas or recommended tweaks when using RT3 with a replicated mysql server? Thanks John From Ian.Grant at cl.cam.ac.uk Wed May 21 09:52:20 2003 From: Ian.Grant at cl.cam.ac.uk (Ian Grant) Date: Wed, 21 May 2003 14:52:20 +0100 Subject: [rt-users] rt3 mail gateway and ssl In-Reply-To: Message from Michael van Elst of "Wed, 21 May 2003 14:51:47 +0200." <20030521125147.GA18386@sv1.dev.de.cw.net> Message-ID: > On Wed, May 21, 2003, Hermann Stern wrote: > > > > 501 Protocol scheme 'https' is not supported > > > Does this mean ssl is not supported by the mail gateway or something else? > > > > Try -url http://your.site.com:443. Because i have protected my site per > > .httaccess file, this doesn't work, but maybe without it does. > > (Port 443 is SSL in most systems) > > Talking HTTP to port 443 does not help. > > The message comes from LWP that can't load the https protocol module, > probably because Net::SSLeay or Crypt::SSLeay hasn't been installed > yet. > > CPAN is your friend :) I had the same problem and after trawling the rt-{users,devel} archives I installed Net_SSLeay.pm-1.22.tar.gz but I got the same result (yes, I restarted apache.) Then I re-installed LWP and restarted apache and I still got the same error. In the end I configured apache to open up HTTP access from the mailgate host (in this case localhost) and it seems to work. If anyone solves this problem properly I would be most interested in the recipe. Ian -- Ian Grant, Computer Lab., William Gates Building, JJ Thomson Ave., Cambridge Phone: +44 1223 334420 From hstern at iaeste.at Wed May 21 10:14:05 2003 From: hstern at iaeste.at (Hermann Stern) Date: Wed, 21 May 2003 16:14:05 +0200 (CEST) Subject: [rt-users] rt3 mail gateway and ssl In-Reply-To: Message-ID: Installed C/CH/CHAMAS/Crypt-SSLeay-0.49.tar.gz and works now also with https. Hermann On Wed, 21 May 2003, Ian Grant wrote: > > On Wed, May 21, 2003, Hermann Stern wrote: > > > > > > 501 Protocol scheme 'https' is not supported > > > > Does this mean ssl is not supported by the mail gateway or something else? > > > > > > Try -url http://your.site.com:443. Because i have protected my site per > > > .httaccess file, this doesn't work, but maybe without it does. > > > (Port 443 is SSL in most systems) > > > > Talking HTTP to port 443 does not help. > > > > The message comes from LWP that can't load the https protocol module, > > probably because Net::SSLeay or Crypt::SSLeay hasn't been installed > > yet. > > > > CPAN is your friend :) > > I had the same problem and after trawling the rt-{users,devel} archives I installed Net_SSLeay.pm-1.22.tar.gz but I got the same result (yes, I restarted apache.) Then I re-installed LWP and restarted apache and I still got the same error. In the end I configured apache to open up HTTP access from the mailgate host (in this case localhost) and it seems to work. > > If anyone solves this problem properly I would be most interested in the recipe. > > Ian > -- > Ian Grant, Computer Lab., William Gates Building, JJ Thomson Ave., Cambridge > Phone: +44 1223 334420 > > > > From rurban at inode.at Wed May 21 10:34:22 2003 From: rurban at inode.at (Reini Urban) Date: Wed, 21 May 2003 16:34:22 +0200 Subject: [rt-users] Postgres vs Mysql, rt2 vs rt3? In-Reply-To: References: Message-ID: <3ECB8E6E.5000003@inode.at> Seth Cohn, EFN General Manager wrote: > The problem right now is tons of local complaints about how slow the > ticket system is... (and the resulting reluctance to use it) yes. > running 2.0.15 with many tweaks (including enhanced mailgate) with a > postgres backend, on a dedicated 600mhz box... (yes, I'd love to beef that > box up...) > > I'd like to eventually migrate to rt3, once things like mailgate are > working for it... but can't until then. > > Will moving to Mysql on rt2 speed things up? Reading the mailing lists > over the recent months make it appear so, but I'm looking for > confirmation. Also, is there a good/better way to dump and then restore > the db, going from postgres to mysql? mysql 4 with innodb for the rt tables should be the fastest. -- Reini Urban - Programmer - http://inode.at From peterb at ucar.edu Wed May 21 10:47:38 2003 From: peterb at ucar.edu (Peter Burkholder) Date: Wed, 21 May 2003 08:47:38 -0600 Subject: [rt-users] Upgrading from 3-0-0 to 3-0-2 (Ian Grant) In-Reply-To: <20030521143507.31811.70774.Mailman@pallas.eruditorum.org> References: <20030521143507.31811.70774.Mailman@pallas.eruditorum.org> Message-ID: <20030521144738.GH7563@ucar.edu> When I was running 3.0Beta I did upgrades all the time, and I found it works just fine to make upgrade service httpd restart since mod_perl apparently runs RT's code out of memory. I did the 3.0.0. to 3.0.2 upgrade yesterday using the README's steps 1,2,3,5b & 8. Peter > --__--__-- > > Message: 3 > To: rt-users at lists.fsck.com > Cc: Ian.Grant at cl.cam.ac.uk > Date: Wed, 21 May 2003 10:23:41 +0100 > From: Ian Grant > Subject: [rt-users] Upgrading from 3-0-0 to 3-0-2 > > I plan to upgraded a currently live 3-0-0 installation to 3-0-2. > > My idea is to proceed by unpacking the tar.gz distribution, running the > ./configure script with the same options as I did for rt-3-0-0 then, after > checking and resolving CPAN module dependencies, shutting down the web server > and running 'make upgrade'. Then checking the RT_SiteConfig.pm is right and > restarting the web server. > > Anyone have any advice/reassurance to offer. I will summarise for the list. > -- > Ian Grant, Computer Lab., William Gates Building, JJ Thomson Ave., Cambridge > Phone: +44 1223 334420 -- Peter Burkholder, System Administrator Digital Library for Earth System Education (DLESE -- http://www.dlese.org) peterb at ucar.edu DLESE Program Center (DPC) ~~~ ~~ ~~~~ __o UCAR/DPC, P.O. Box 3000 Ph) +1-303-497-2663 ~~~ ~~~~ ~~ _`\<,_ Boulder, CO 80307-3000 Fx) +1 303-497-8336 ~~~~ ~~~ ~~~~ (*)/ (*) From khera at kcilink.com Wed May 21 10:57:06 2003 From: khera at kcilink.com (Vivek Khera) Date: Wed, 21 May 2003 10:57:06 -0400 Subject: [rt-users] CA Client Certificates and RT 3.0.2??? In-Reply-To: <00aa01c31f60$8c5b21d0$9164a8c0@pcgboug> References: <00aa01c31f60$8c5b21d0$9164a8c0@pcgboug> Message-ID: <16075.37826.239558.280134@yertle.int.kciLink.com> >>>>> "GB" == Greg Boug writes: GB> Lets say an email is sent to the 'foo' queue. Its intercepted GB> by rt-mailgate, which creates an LWP object and fobs it off GB> to the webserver. And boom. Webserver rejects the connection as The mailgate uses the NoAuth subsection of the URL space for RT, so just don't force that part of the site to be authenticated by your client certs. From Greg.Hering at bench.com Wed May 21 10:54:03 2003 From: Greg.Hering at bench.com (Greg.Hering at bench.com) Date: Wed, 21 May 2003 09:54:03 -0500 Subject: [rt-users] RTFM installation question Message-ID: <1E11D88103D7BF44AF240F64215087B3023545AF@al-ex01.al.bench.com> Separate the pieces. Unix account: root This is what you have passworded. MySQL account: root, also root@, like root at localhost, root at my.machine.com NOT passworded, or you couldn't have pressed enter. RT account: rt_user (created in MySQL by RT install) Default password 'rt_pass' WebRT account: root Default password 'password' root at localhost is a MySQL account. If you just pressed enter during the RT3 install then your MySQL root user does not have a password. And (as Jessie also pointed out) that is the rt_user in RT3, and the password is defaulted to 'rt_pass' in the RT_SiteConfig.pm, unless you changed it. "The love of root is the money of much evil, ...or something like that." Gregory L. Hering (256) 722-6420 4807 Bradford Dr Benchmark Electronics, Inc. Hunvtsville, Al 35805 -----Original Message----- From: Mike Stanczyk [mailto:stanczyk at pcisys.net] Sent: Wednesday, May 21, 2003 2:41 AM To: Hering, Greg Subject: RE: [rt-users] RTFM installation question On Tue, 20 May 2003 Greg.Hering at bench.com wrote: > Dear Mike, > > If you installed MySQL without a password, then don't you mean that > 'root at localhost' doesn't have a password? No, I'm sure that root has a password. ;-) But when the rt3 install asked for a password, I just pressed enter. Works fine. > The error message says that 'rt_user at localhost' failed with no password. > Look in your RT_SiteConfig.pm file for the RT user password. It defaults > to 'rt_pass'. Hmmm. I'll try to check that before I leave for a long weekend. Thanks! Mike From Greg.Hering at bench.com Wed May 21 11:04:45 2003 From: Greg.Hering at bench.com (Greg.Hering at bench.com) Date: Wed, 21 May 2003 10:04:45 -0500 Subject: [rt-users] error in RT execution Message-ID: <1E11D88103D7BF44AF240F64215087B3023545B0@al-ex01.al.bench.com> rt-users List Archives http://lists.fsck.com/pipermail/rt-users/ rt-users Search Archives http://lists.fsck.com/search.html/ Mason home page http://www.masonhq.com/ Mason::HTML (or Mason::RT, I'm not exactly what the difference is) is not processing this block of text. You access a page. Apache knows (should know) to use Mason to process the page before sending it out to the client. Search the list archives for problems with Apache2 / mod_perl2 (you didn't say which mod_perl you were using). I personally downgraded Apache to 1.3.27 and got modperl 1.27 Apache 1.3.27 http://www.apache.org/dist/httpd mod_perl 1.27 http://perl.apache.org/dist according to instructions here: http://perl.apache.org/docs/1.0/guide/getwet.html This is your Mason code being spit out as text. You aren't calling the Mason handler, which will format this into nice pretty HTML. You just don't have the server configured properly yet. That's the reason for the VirtualHost section. Nothing about virtual, but it puts all the new stuff in one place and doesn't mess up the server if you AREN'T using it ONLY for RT. In my httpd.conf Listen 192.168.0.1:80 # test page Listen 192.168.0.1:8080 # RT page #Port 80 DocumentRoot /opt/rt3/html/share ...regular stuff from the example When you browse to the site you get port 80 and the default root, /usr/local/apache/htdocs or whatever. Then I have a link in that index.html Request Tracker. Don't forget to edit RT_Siteconfig.pm and change the WebBaseURL value. Set( $WebBaseURL , http://192.168.0.1:8080 ); You could probably swap the 80 and the 8080, that is, move the regular test page onto port 8080 and not use it, but I haven't tried that. Gregory L. Hering (256) 722-6420 4807 Bradford Dr Benchmark Electronics, Inc. Hunvtsville, Al 35805 -----Original Message----- From: Veera_Dudala [mailto:Veera_Dudala at nipunaservices.com] Sent: Wednesday, May 21, 2003 12:27 AM To: rt-users at lists.fsck.com Subject: [rt-users] error in RT execution Hi, I have installed RT on my machine according to instruction specified in the manual. But when I execute the index.html, it is displaying the following screen in mozilla. could you please let me know what could be the problem?. My system configuration is P4, 1GB RAM, 40GB HDD, 1.8 GHz processor Redhat 9.0, Apache2 with mod_perl, RT3.0, Postgresql 7.3.2 Thanks Veera %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explictly superceded by other copyright notices) %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# Unless otherwise specified, all modifications, corrections or %# extensions to this work which alter its source code become the %# property of Best Practical Solutions, LLC when submitted for %# inclusion in the work. %# %# %# END LICENSE BLOCK <& /Elements/Header, Title=>loc("RT at a glance"), Refresh => $session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab => '', Title=>loc("RT at a glance") &> <& /Elements/MyTickets &> <& /Elements/MyRequests &> <& /Elements/Quicksearch &> <& /Elements/Refresh, Name => 'HomeRefreshInterval', Default => $session {'home_refresh_interval'} &> <%init> if ( $ARGS{'q'} ) { my $query = $ARGS{'q'}; if ( $query =~ m/^\s*(\d+)\s*$/ ) { $m->redirect("$RT::WebPath/Ticket/Display.html?id=$1"); } $session{'tickets'} = RT::Tickets->new( $session{'CurrentUser'} ); if ( $query =~ m/\@/ ) { $session{'tickets'}->LimitRequestor( VALUE => $query, OPERATOR => '=', ); $m->redirect("$RT::WebPath/Search/Listing.html"); } # # Any search on queue name or subject will be for new/open tickets # only. # $session{'tickets'}->LimitStatus( VALUE => $_, OPERATOR => '=', ) for qw(open new); my $queue = RT::Queue->new( $session{'CurrentUser'} ); if ( $queue->Load($query) && $queue->Id ) { $session{'tickets'}->LimitQueue( VALUE => $queue->Id, OPERATOR => '=', ); $m->redirect("$RT::WebPath/Search/Listing.html"); } $session{'tickets'}->LimitSubject( VALUE => $query, OPERATOR => 'LIKE' ); $m->redirect("$RT::WebPath/Search/Listing.html"); } if ($ARGS{'HomeRefreshInterval'}) { $session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; } _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From khera at kcilink.com Wed May 21 11:11:10 2003 From: khera at kcilink.com (Vivek Khera) Date: Wed, 21 May 2003 11:11:10 -0400 Subject: [rt-users] Upgrading from 3-0-0 to 3-0-2 In-Reply-To: References: Message-ID: <16075.38670.363764.936186@yertle.int.kciLink.com> >>>>> "IG" == Ian Grant writes: IG> checking and resolving CPAN module dependencies, shutting down the IG> web server and running 'make upgrade'. Then checking the IG> RT_SiteConfig.pm is right and restarting the web server. You won't even need to touch your RT_SiteConfig.pm. If your perl modules are up-to-date with CPAN, you won't need to add anything for RT. From dmaze at MIT.EDU Wed May 21 11:16:20 2003 From: dmaze at MIT.EDU (David Z Maze) Date: Wed, 21 May 2003 11:16:20 -0400 Subject: [rt-users] Re: CA Client Certificates and RT 3.0.2??? In-Reply-To: <00aa01c31f60$8c5b21d0$9164a8c0@pcgboug> (Greg Boug's message of "Wed, 21 May 2003 16:16:42 +1000") References: <00aa01c31f60$8c5b21d0$9164a8c0@pcgboug> Message-ID: <87n0hg72kb.fsf@cag.lcs.mit.edu> "Greg Boug" writes: > I am having a bit of fun configuring RT. We use a client side > certificate on the web browsers to provide additional security > for accessing the RT site. That all works fine for providing > web access... > > The problem is when an email is sent to a queue... We use NIS-backed password authentication, but the same basic concept. RT_SiteConfig.pm has Set($WebExternalAuth, 1);, and Apache hands RT a username via the REMOTE_USER environment variable. On the non-SSL side, we arrange to lie to RT: we have a non-privileged user named 'guest', and REMOTE_USER is blindly set to this. rt-mailgate can then freely connect to the non-SSL side and feed in data that way. (I haven't gotten around to putting up interesting content in the NoAuth directory, still.) Our httpd.conf says: SetEnv REMOTE_USER guest SSLRequireSSL AuthType basic PerlAuthenHandler Apache::AuthenNIS Require valid-user -- David Maze dmaze at mit.edu http://www.mit.edu/~dmaze/ "Theoretical politics is interesting. Politicking should be illegal." -- Abra Mitchell From ivan.builes at uam.es Wed May 21 12:21:07 2003 From: ivan.builes at uam.es (=?ISO-8859-1?Q?Iv=E1n_Builes?=) Date: Wed, 21 May 2003 18:21:07 +0200 Subject: [rt-users] Remaining issues in RT 3.0.2's handling of international characters References: <2147483647.1053425674@[10.0.255.35]> <1053420585.3ec9ec2914e3a@imp.free.fr> Message-ID: <3ECBA773.2080305@uam.es> RT: 3.0.2pre6 OS: RedHat 8 Apache: 1.3.27 modperl: 1.27 MySql: 4.0.12 Perl 5.8.0 LANG=es_ES.UTF-8 Our RedHat 8 box is installed in spanish and we have problems receiving international characters too. We have seen also weird characters in our man pages, so we went to RedHat's FAQ and got suprised with lots of UTF-8-related problems reported. Changing LANG to es_ES solves the funny chars while reading man pages, but RT still displaying wrong codes instead of, for example, every accented vowel. Does anyone has tried to use a perl CGI to send the e-mail to a RT queue? We have recently made one for handling the submission in two steps. When the user submits the form the CGI shows the info typed by the user giving the oportunity of going back or doing the final submit. While doing some tests of the script I realized that the perl CGI was having the same problem RT has. Almost all the tests were done with Internet Explorer 6, but when switching to a Linux SuSE 7.3 box, there is no problem sending email (with Netscape Messenger 7) to a queue or using the browser (Opera 6.01 or Netscape 7) to do it with the perl CGI. Does this rings a bell to someone? -- Iv?n Builes Victoria http://rincon.uam.es/dir?cw=691366577148437 From lists at flothow.de Wed May 21 11:39:06 2003 From: lists at flothow.de (Sebastian Flothow) Date: Wed, 21 May 2003 17:39:06 +0200 Subject: [rt-users] Error Using REMOTE User Login. In-Reply-To: Message-ID: <5B2D192C-8BA2-11D7-9B34-000393B2BB20@flothow.de> > Help: Nuke this META REFRESH line from NoAuth/Logout.html :) No - this would just give users a false sense of security, since they aren't logged out. With external auth, it's impossible to log out, at least via server-side mechanisms. Sebastian -- Sebastian Flothow sebastian at flothow.de > Because it reverses the logical flow of conversation. Why is top posting frowned upon? From autrijus at autrijus.org Wed May 21 13:05:42 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Thu, 22 May 2003 01:05:42 +0800 Subject: [rt-users] Error Using REMOTE User Login. In-Reply-To: <5B2D192C-8BA2-11D7-9B34-000393B2BB20@flothow.de> References: <5B2D192C-8BA2-11D7-9B34-000393B2BB20@flothow.de> Message-ID: <20030521170542.GB1533@not.autrijus.org> On Wed, May 21, 2003 at 05:39:06PM +0200, Sebastian Flothow wrote: > >Help: Nuke this META REFRESH line from NoAuth/Logout.html :) > > No - this would just give users a false sense of security, since they > aren't logged out. With external auth, it's impossible to log out, at > least via server-side mechanisms. It is indeed possible. All you need is to hook up a mod_perl handler that consistently returns AUTH_REQUIRED, coupled with a cookie that tracks the state of changes. Please refer to line 122 and below in: http://p4.elixus.org/depot/pause/lib/pause_1999/authen_user.pm for a concrete example (that runs pause.perl.org). Thanks, /Autrijus/ From ParimalaRamdas at oaktech.com Wed May 21 14:04:38 2003 From: ParimalaRamdas at oaktech.com (ParimalaRamdas at oaktech.com) Date: Wed, 21 May 2003 14:04:38 -0400 Subject: [rt-users] Version 2.0 and 3.0 Message-ID: Hi, Could anyone sum up the differences between ver 2.1.9 and 3.0.2 as I'm new to rt. Or if there is any documentation regd this, could someone point me to it. I couldn't find any on the site. Any help will be appreciated. Thanks. Parimala -------------- next part -------------- An HTML attachment was scrubbed... URL: From garyo at genarts.com Wed May 21 14:18:27 2003 From: garyo at genarts.com (Gary Oberbrunner) Date: Wed, 21 May 2003 14:18:27 -0400 Subject: [rt-users] RTFM installation question In-Reply-To: <1E11D88103D7BF44AF240F64215087B3023545AF@al-ex01.al.bench.com> References: <1E11D88103D7BF44AF240F64215087B3023545AF@al-ex01.al.bench.com> Message-ID: <3ECBC2F3.2030702@genarts.com> Greg.Hering at bench.com wrote: > Separate the pieces. > > Unix account: root > This is what you have passworded. > > MySQL account: root, > also root@, like > root at localhost, > root at my.machine.com > NOT passworded, or you couldn't have pressed enter. > > RT account: rt_user (created in MySQL by RT install) > Default password 'rt_pass' > > WebRT account: root > Default password 'password' > I (and other new users) would be so happy if the above text could get into the RT documentation just like this! (With the standard defaults) Every time I have to install or upgrade it I get confused about all these levels of passwords. This is the perfect kind of thing to print out and save. thx, -- Gary From mmadore at aslab.com Wed May 21 14:52:02 2003 From: mmadore at aslab.com (Michael Madore) Date: Wed, 21 May 2003 11:52:02 -0700 Subject: [rt-users] Mail not sent to "non-standard" address Message-ID: <3ECBCAD2.2020003@aslab.com> Hi, We are using RT 2 and are having a problem with correspondence not being sent to one particular user. The user has a "non-standard" e-mail address of the form "user at sita.aero". Is there any reason why rt would fail to send mail to an address of that form? We are able to send mail to the user outside of request tracker with no problems. Thanks for any help! Mike Madore From eisenbud at cbio.mskcc.org Wed May 21 15:35:59 2003 From: eisenbud at cbio.mskcc.org (Daniel E. Eisenbud) Date: Wed, 21 May 2003 15:35:59 -0400 Subject: [rt-users] patch to enable email threading with RT 3.0.2 In-Reply-To: <2147483647.1053506899@[10.0.255.35]> References: <2147483647.1053456672@[10.0.255.35]> <20030521013917.GB9244@cbio.mskcc.org> <2147483647.1053506899@[10.0.255.35]> Message-ID: <20030521193559.GA17470@cbio.mskcc.org> On Wed, May 21, 2003 at 08:48:19AM +0200, Dirk Pape wrote: > I will later this day send my improved patch, so you might to start working > on the new one, or you may start from scratch. Great, I'll see if I can use your patch as a starting point! -Dan From pape-rt at inf.fu-berlin.de Wed May 21 15:48:57 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Wed, 21 May 2003 21:48:57 +0200 Subject: [rt-users] patch to enable email threading with RT 3.0.2 In-Reply-To: <20030521193559.GA17470@cbio.mskcc.org> References: <2147483647.1053456672@[10.0.255.35]> <20030521013917.GB9244@cbio.mskcc.org> <2147483647.1053506899@[10.0.255.35]> <20030521193559.GA17470@cbio.mskcc.org> Message-ID: <2001337172.1053553737@dialin-145-254-051-065.arcor-ip.net> Hello Dan, --Am Mittwoch, 21. Mai 2003 15:35 Uhr -0400 schrieb "Daniel E. Eisenbud" : > Great, I'll see if I can use your patch as a starting point! here it is. Dirk. -------------- next part -------------- A non-text attachment was scrubbed... Name: rt_threading.patch Type: application/octet-stream Size: 6219 bytes Desc: not available URL: From colint at oeone.com Wed May 21 17:19:05 2003 From: colint at oeone.com (C. T.) Date: Wed, 21 May 2003 17:19:05 -0400 Subject: [rt-users] Cannot access the RT interface Message-ID: <3ECBED49.4070505@oeone.com> Hi all, I am getting this error after an upgrade from 2.x to 3.02. This error appears in Mozilla when attempting to access RT via the web interface. Any ideas what I can do about it? -------------------------------------------------------------------------------------------------------------------------------------------------- error: Insecure dependency in mkdir while running setgid at /usr/lib/perl5/5.6.1/File/Path.pm line 137. context: ... 181: # Mason exception and placed in the {prepare_error} slot. exec() 182: # will then trigger the error. This makes for an easier new + exec 183: # API. 184: local $SIG{'__DIE__'} = sub { 185: rethrow_exception( $_[0] ); 186: }; 187: 188: eval { 189: # create base buffer ... code stack: /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:185 /usr/lib/perl5/5.6.1/File/Path.pm:137 /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Compiler/ToObject.pm:96 /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:324 /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:201 /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:166 /usr/lib/perl5/site_perl/5.6.1/Class/Container.pm:265 /usr/lib/perl5/site_perl/5.6.1/Class/Container.pm:343 /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:232 /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:226 /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/CGIHandler.pm:87 /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/CGIHandler.pm:70 /opt/rt3/bin/mason_handler.fcgi:42 -------------------------------------------------------------------------------------------------------------------------------------------------- Thanks in advance for any help. Colin Tisdall OEone Corporation From rt at b2pi.com Wed May 21 17:20:55 2003 From: rt at b2pi.com (Brent B. Powers) Date: Wed, 21 May 2003 17:20:55 -0400 Subject: [rt-users] rt.cpan.org Message-ID: <16075.60855.924144.190614@lists.B2Pi.com> I seem to recall that Jesse had released the source for rt.cpan.org . Does anyone know where? Cheers From stewart.james at vu.edu.au Wed May 21 18:33:44 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Thu, 22 May 2003 08:33:44 +1000 (EST) Subject: [rt-users] Upgrading from 3-0-0 to 3-0-2 (Ian Grant) In-Reply-To: <20030521144738.GH7563@ucar.edu> References: <20030521143507.31811.70774.Mailman@pallas.eruditorum.org> <20030521144738.GH7563@ucar.edu> Message-ID: My installation is not in wide use and needed to upgrade to -2 to see if a problem I had was fixed. The upgrade wen really smooth, I did the obligatory cp -a /usr/local/rt3 /usr/local/rt3.OLD and follow the readme file. no problems. Stewart On Wed, 21 May 2003, Peter Burkholder wrote: > Date: Wed, 21 May 2003 08:47:38 -0600 > From: Peter Burkholder > To: rt-users at lists.fsck.com > Subject: [rt-users] Upgrading from 3-0-0 to 3-0-2 (Ian Grant) > > When I was running 3.0Beta I did upgrades all the time, and I found it works > just fine to > > make upgrade > service httpd restart > > since mod_perl apparently runs RT's code out of memory. > > I did the 3.0.0. to 3.0.2 upgrade yesterday using the README's steps > 1,2,3,5b & 8. > > Peter > > --__--__-- > > > > Message: 3 > > To: rt-users at lists.fsck.com > > Cc: Ian.Grant at cl.cam.ac.uk > > Date: Wed, 21 May 2003 10:23:41 +0100 > > From: Ian Grant > > Subject: [rt-users] Upgrading from 3-0-0 to 3-0-2 > > > > I plan to upgraded a currently live 3-0-0 installation to 3-0-2. > > > > My idea is to proceed by unpacking the tar.gz distribution, running the > > ./configure script with the same options as I did for rt-3-0-0 then, after > > checking and resolving CPAN module dependencies, shutting down the web server > > and running 'make upgrade'. Then checking the RT_SiteConfig.pm is right and > > restarting the web server. > > > > Anyone have any advice/reassurance to offer. I will summarise for the list. > > -- > > Ian Grant, Computer Lab., William Gates Building, JJ Thomson Ave., Cambridge > > Phone: +44 1223 334420 > -- > Peter Burkholder, System Administrator > Digital Library for Earth System Education (DLESE -- http://www.dlese.org) > peterb at ucar.edu > DLESE Program Center (DPC) ~~~ ~~ ~~~~ __o > UCAR/DPC, P.O. Box 3000 Ph) +1-303-497-2663 ~~~ ~~~~ ~~ _`\<,_ > Boulder, CO 80307-3000 Fx) +1 303-497-8336 ~~~~ ~~~ ~~~~ (*)/ (*) > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From pdh at bestpractical.com Wed May 21 18:51:10 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Thu, 22 May 2003 08:51:10 +1000 Subject: [rt-users] $LogDir in RT 3-0-2 In-Reply-To: <004401c31f81$6bc0de30$03bff40a@Exponentiale.com> References: <001501c31b04$6a7ef470$03bff40a@Exponentiale.com> <00e501c31b8e$881fd780$03bff40a@Exponentiale.com> <20030521064353.GP23719@fsck.com> <004401c31f81$6bc0de30$03bff40a@Exponentiale.com> Message-ID: <20030521225110.GB496@luggage.internal.moreton.com.au> Jim Mozley wrote: > [Mon May 19 11:51:08 2003] Syslog.pm: unix passed to setlogsock, but path > not available at /usr/local/lib/perl5/site_perl/5.8.0 > /Log/Dispatch/Syslog.pm line 66 You're using Solaris (or maybe HP/UX), right? Sys::Syslog does not like Solaris, where /dev/log is not a socket. Grab a copy of the Sys::Syslog sources and look for "Solaris" in the Makefile.PL. You can probably fudge the $_PATH_LOG setting in that file to be /dev/log and live with the broken "make test", or you could work out a proper solution and submit it to the author. ;-) -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Wed May 21 18:52:44 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Thu, 22 May 2003 08:52:44 +1000 Subject: [rt-users] Mail not sent to "non-standard" address In-Reply-To: <3ECBCAD2.2020003@aslab.com> References: <3ECBCAD2.2020003@aslab.com> Message-ID: <20030521225244.GC496@luggage.internal.moreton.com.au> Michael Madore wrote: > We are using RT 2 and are having a problem with correspondence not being > sent to one particular user. The user has a "non-standard" e-mail > address of the form "user at sita.aero". On what basis do you say this is "non-standard"? > Is there any reason why rt would > fail to send mail to an address of that form? We are able to send mail > to the user outside of request tracker with no problems. Check your RT logs, and your mail logs. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From mmadore at aslab.com Wed May 21 19:01:44 2003 From: mmadore at aslab.com (Michael Madore) Date: Wed, 21 May 2003 16:01:44 -0700 Subject: [rt-users] Mail not sent to "non-standard" address In-Reply-To: <20030521225244.GC496@luggage.internal.moreton.com.au> References: <3ECBCAD2.2020003@aslab.com> <20030521225244.GC496@luggage.internal.moreton.com.au> Message-ID: <3ECC0558.5040006@aslab.com> Phil Homewood wrote: >Michael Madore wrote: > > >>We are using RT 2 and are having a problem with correspondence not being >>sent to one particular user. The user has a "non-standard" e-mail >>address of the form "user at sita.aero". >> >> > >On what basis do you say this is "non-standard"? > > Sorry, when I say non-standard, I mean that I haven't seen it in common use. :-) Mike From gboug at unico.com.au Wed May 21 20:02:57 2003 From: gboug at unico.com.au (Greg Boug) Date: Thu, 22 May 2003 10:02:57 +1000 Subject: [rt-users] RE: CA Client Certificates and RT 3.0.2??? In-Reply-To: <87n0hg72kb.fsf@cag.lcs.mit.edu> Message-ID: <011f01c31ff5$80214b20$9164a8c0@pcgboug> David, I'm curious, how did you get RT to run off a second virtual server. I've tried that and failed. The problem being the webmux.pl script can't be loaded into mod_perl more than once... Greg > -----Original Message----- > From: David Z Maze [mailto:dmaze at MIT.EDU] > Sent: Thursday, 22 May 2003 1:16 AM > To: Greg Boug > Cc: 'RT Users' > Subject: Re: CA Client Certificates and RT 3.0.2??? > > > "Greg Boug" writes: > > > I am having a bit of fun configuring RT. We use a client side > > certificate on the web browsers to provide additional security for > > accessing the RT site. That all works fine for providing > web access... > > > > The problem is when an email is sent to a queue... > > We use NIS-backed password authentication, but the same basic > concept. RT_SiteConfig.pm has Set($WebExternalAuth, 1);, and > Apache hands RT a username via the REMOTE_USER environment > variable. On the non-SSL side, we arrange to lie to RT: we > have a non-privileged user named 'guest', and REMOTE_USER is > blindly set to this. rt-mailgate can then freely connect to > the non-SSL side and feed in data that way. (I haven't > gotten around to putting up interesting content in the NoAuth > directory, still.) > > Our httpd.conf says: > > > > SetEnv REMOTE_USER guest > > > > > > SSLRequireSSL > AuthType basic > PerlAuthenHandler Apache::AuthenNIS > Require valid-user > > > > -- > David Maze dmaze at mit.edu > http://www.mit.edu/~dmaze/ > "Theoretical politics is > interesting. Politicking should be illegal." > -- Abra Mitchell > > > From jgedeon at qualcomm.com Thu May 22 00:10:27 2003 From: jgedeon at qualcomm.com (jgedeon at qualcomm.com) Date: Wed, 21 May 2003 21:10:27 -0700 Subject: [rt-users] Link to Email Attachment in correspondence Message-ID: <20030522041027.GB624@dragon> Hi, When an email comes in with an attachment RT stores it just fine and sends out email body to all the watchers like it is supposed to. I want to extend it so that RT adds a link to the attached file in the email. Has someone done this already? is it just adding a simple line to my templates? running RT 2.0.15 TIA John From meeroh at mit.edu Thu May 22 00:51:32 2003 From: meeroh at mit.edu (Miro Jurisic) Date: Thu, 22 May 2003 00:51:32 -0400 Subject: [rt-users] Prettifying priorities in RT3 Message-ID: I want some notion of priority that involves human-readable names for priorities. If I use built-in priorities, I see no way to get human-readable names (High, Low, Critical, etc), and if I use a custom field for priorities, I see no way to get my search results sorted by that custom field. How can I do what I want? Thanks, meeroh -- | KB1FMP A: Because it reverses the logical flow of conversation. Q: Why is top posting frowned upon? From lincoln at unit.liu.se Thu May 22 02:19:55 2003 From: lincoln at unit.liu.se (Jonas Lincoln) Date: Thu, 22 May 2003 08:19:55 +0200 Subject: [rt-users] Prettifying priorities in RT3 References: Message-ID: <3ECC6C0B.4030808@unit.liu.se> I added this code for priorities. Note that we only use 5 steps in prio, and defaults to 3, but that is of course modable to your requirements. Happy coding! /Jonas In html/Ticket/Elements/EditBasic, change the former priority textfield to: <&|/l&>Priority: <& /Ticket/Elements/SelectPriority, Name => 'Priority', Default => $TicketObj->Priority &> And add the following to a file named SelectPriority: bash-2.03$ pwd /service/rt3/local/html/Ticket/Elements bash-2.03$ cat SelectPriority % my $i; <%INIT> if ($Default > 5 || $Default < 1) { $Default = 3; } <%ARGS> $Name => undef $Default => 3 Miro Jurisic wrote: > I want some notion of priority that involves human-readable names for > priorities. If I use built-in priorities, I see no way to get > human-readable names (High, Low, Critical, etc), and if I use a custom > field for priorities, I see no way to get my search results sorted by > that custom field. > > How can I do what I want? > > Thanks, > > meeroh From mixo at beth.uniforum.org.za Thu May 22 03:16:36 2003 From: mixo at beth.uniforum.org.za (mixo) Date: Thu, 22 May 2003 09:16:36 +0200 Subject: [rt-users] rt3 mail gateway and ssl In-Reply-To: References: Message-ID: <3ECC7954.9070908@beth.uniforum.org.za> Ian Grant wrote: >I had the same problem and after trawling the rt-{users,devel} archives I installed Net_SSLeay.pm-1.22.tar.gz but I got the same result (yes, I restarted apache.) Then I re-installed LWP and restarted apache and I still got the same error. In the end I configured apache to open up HTTP access from the mailgate host (in this case localhost) and it seems to work. > >If anyone solves this problem properly I would be most interested in the recipe. > >Ian > Installing Crypt::SSLeay did the trick. From meeroh at mit.edu Thu May 22 04:10:56 2003 From: meeroh at mit.edu (Miro Jurisic) Date: Thu, 22 May 2003 04:10:56 -0400 Subject: [rt-users] Overlays &c In-Reply-To: References: Message-ID: Having seen Jesse's presentation at MIT last night, and having just received a set of instructions for modifying RT to do my bidding (in the "Prettifying priorities in RT3" thread), I would really like to accomplish this using one of the RT tweak mechanisms which do not rely on modifying RT sources. So, where do I find information about local files and overlays in RT3? meeroh -- | KB1FMP A: Because it reverses the logical flow of conversation. Q: Why is top posting frowned upon? From gonzalo at linuxaus.com Thu May 22 04:56:18 2003 From: gonzalo at linuxaus.com (Gonzalo Servat) Date: Thu, 22 May 2003 18:56:18 +1000 Subject: [rt-users] Problem with RT3 Message-ID: <449547595.1053629778@[192.168.10.5]> Hi All. Wow, RT3 is awesome! IMHO, a huge improvement over RT2. I love it (as you can tell). The UI is really nice too. Well done Best Practical team! :) Now, I'm having a bit of a problem. I created a ticket successfully via email, but when I go to open it in the UI, I get this error: error: Error during compilation of /opt/rt3/share/html/Ticket/Elements/ShowTransaction: Unrecognized escape \p in character class passed through before HERE mark in regex m/(\pL[\p << HERE L']*)/ at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 429. Unrecognized escape \p in character class passed through before HERE mark in regex m/^(\pL[\p << HERE L']*) / at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 431. Unrecognized escape \p in character class passed through before HERE mark in regex m/ (\pL[\p << HERE L']*)$/ at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 432. Unrecognized escape \p in character class passed through before HERE mark in regex m/\( (\pL[\p << HERE L']*) / at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 435. Unrecognized escape \p in character class passed through before HERE mark in regex m/(\pL[\p << HERE L']*) \) / at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 436. Unrecognized escape \p in character class passed through before HERE mark in regex m/ ( [:;] \s+ ) (\pL[\p << HERE L']* ) / at /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm line 439. context: ... code stack: /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:597 /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:332 /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:863 /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:967 /opt/rt3/share/html/Ticket/Elements/ShowHistory:62 /opt/rt3/share/html/Ticket/Display.html:37 /opt/rt3/share/html/autohandler:145 Any help would be greatly appreciated. Thanks, Gonzalo. From rjansen at vub.ac.be Thu May 22 06:48:50 2003 From: rjansen at vub.ac.be (Jansen Robert) Date: Thu, 22 May 2003 12:48:50 +0200 Subject: [rt-users] HTTP clickable URL's Message-ID: Hi, I recently experimented in trying to setup a custom field where the entry('s) should show up as a clickable URL when you view the ticket ( No succes yet ) The idea behind is: if you can choose e.g. an external URL, the possibility exist that you can assign a "tool" to be used with the ticket. ( via a list of available "tools" e.g.) Any idea how to do this ? Anyway, it's a nice idea IMHO. 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 niels=rt at bakker.net Thu May 22 07:09:28 2003 From: niels=rt at bakker.net (Niels Bakker) Date: Thu, 22 May 2003 13:09:28 +0200 Subject: [rt-users] Problem with RT3 In-Reply-To: <449547595.1053629778@[192.168.10.5]> References: <449547595.1053629778@[192.168.10.5]> Message-ID: <20030522110928.GD89939@snowcrash.tpb.net> * gonzalo at linuxaus.com (Gonzalo Servat) [Thu 22 May 2003, 11:00 CEST]: > error: Error during compilation of > /opt/rt3/share/html/Ticket/Elements/ShowTransaction: > Unrecognized escape \p in character class passed through before HERE mark > in regex m/(\pL[\p << HERE L']*)/ at Taken from an earlier posting to this list... Add this: use utf8; to the top of /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm Affects Perl 5.6.1 users. This has been reported to the Text::Autoformat maintainer. -- Niels. -- From pavel.sebek at i.cz Thu May 22 07:58:38 2003 From: pavel.sebek at i.cz (Sebek Pavel) Date: Thu, 22 May 2003 13:58:38 +0200 Subject: [rt-users] Queue Watchers not shown in Update.html In-Reply-To: References: Message-ID: <3ECCBB6E.90909@i.cz> Hello world, I made upgrade RT from 2.0.13 to 2.0.15 and suddenly watchers don't appear in Update.html. I found two question on the same problem in mailing list, but not any answer. Does anyone know how resolve this problem Sebek Pavel Camron W. Fox wrote: > Alle, > > I looked for an answer to this is the old mailing lists, but only found the > same question: > > >>[rt-users] Queue watchers no longer shown >>Bret Martin bam at miranda.org >>Thu, 28 Mar 2002 19:40:27 -0500 > > > >>Sometime between RT 2.0.8_02 and 2.0.13, the display of queue watchers >>on the Reply and Comment forms was dropped. > > >>I know I can probably go and add this back in, but does anyone know why >>it was removed? It was very nice to have a clear indication of who >>would receive notifications. > > >>--Bret > > > Does anyone know the answer to this, and/or how to fix it? > > Best Regards, > Camron From marcus at mediaflex.no Thu May 22 08:01:24 2003 From: marcus at mediaflex.no (Marcus Ramberg) Date: Thu, 22 May 2003 14:01:24 +0200 Subject: [rt-users] Some unicode trouble with rt3.0.2pre6 and postgresql Message-ID: <007501c32059$de7ae500$7f00000a@ProduksjonPC> Hey. I'm having some charset trouble with rt3.0.2pre6 and postgresql. In general, international characters seems to work, but during testing I forwarded an email into the rt system, and got the following errors: [Thu May 22 08:59:51 2003] [debug]: Converting 'iso-8859-1' to 'utf-8' (/opt/rt3/lib/RT/I18N.pm:211) [Thu May 22 08:59:52 2003] [warning]: DBD::Pg::st execute failed: ERROR: Invalid UNICODE character sequence found (0xe56e65) at /usr/local/share/perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 386. (/opt/rt3/lib/RT.pm:226) [Thu May 22 08:59:52 2003] [warning]: RT::Handle=HASH(0x840278c) couldn't execute the query 'INSERT INTO Attachments (Subject, ContentType, Filename, Headers, Creator, Parent, Created, ContentEncoding, Content, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/share/perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 393. (/opt/rt3/lib/RT.pm:226) [Thu May 22 08:59:52 2003] [warning]: DBD::Pg::st execute failed: ERROR: current transaction is aborted, queries ignored until end of transaction block at /usr/local/share/perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 386. (/opt/rt3/lib/RT.pm:226) This results in a ticket being created without a queue... Even if there *was* invalid unicode characters in the mail, this seems to be a bug? (This is with the latest DBIx::SearchBuilder) Marcus -------------- next part -------------- An HTML attachment was scrubbed... URL: From hstern at iaeste.at Thu May 22 09:23:51 2003 From: hstern at iaeste.at (Hermann Stern) Date: Thu, 22 May 2003 15:23:51 +0200 (CEST) Subject: [rt-users] Problem with RT3 In-Reply-To: <20030522110928.GD89939@snowcrash.tpb.net> Message-ID: Hi ! > Taken from an earlier posting to this list... > > Add this: > use utf8; > > to the top of /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm > > Affects Perl 5.6.1 users. I did, that, too and it worked. Problem: there are now Problems with special german Characters.. So this leads me to my question: how to change the used language in RT ? here it uses german, but i have no problem with english UI. thx in advance Hermann From mick at onramp.ca Thu May 22 09:33:06 2003 From: mick at onramp.ca (Mick Szucs) Date: 22 May 2003 09:33:06 -0400 Subject: [rt-users] RT3 HTTP bottleneck? Message-ID: <1053610386.12664.30.camel@hal9000.internal.onramp.ca> Hi All, Trying to decide if I'm observing normal or problem behaviour from my fresh RT3 installation. I'm opening an imported ticket from my RT2 installation with roughly 60 actions in history against it. The MySql query executes in less than two seconds (according to mytop) but the ticket still takes 15 or so seconds to load - through the duration of this period httpd CPU usage is 99%. Is this normal? My RT2 installation had been plagued by a Postgres bottleneck that made it almost unusable (the same ticket took more than 2 minutes to open and Postgres was consuming 99% CPU through the duration,) so it's possible that if Postgres had been behaving better I'd be seeing similar behaviour from httpd there. Anyone else seeing this? Anything I can tweak in mod_perl or Apache to speed this up? Running RT 3.0.2 on a P4 1.7 Ghz with 1 Gig RAM. Apache 2 with mod_perl2. Many thanks, Mick From mjj at isorauta.ntc.nokia.com Thu May 22 09:25:36 2003 From: mjj at isorauta.ntc.nokia.com (Mike Jackson) Date: Thu, 22 May 2003 16:25:36 +0300 Subject: [rt-users] Replicated mysql servers with RT In-Reply-To: <3ECB7FC7.4060101@ukerna.ac.uk> References: <3ECB7FC7.4060101@ukerna.ac.uk> Message-ID: <20030522132536.GB32341@isorauta.ntc.nokia.com> ext John Green (j.green at ukerna.ac.uk) wrote: > Hi, > Does anyone have any major gotchas or recommended tweaks when using RT3 > with a replicated mysql server? Can mysql do "multi-master" replication? What if you change status on a ticket on server A and then server B replicates to server A? I think that mysql contains simple replication, and that it can not handle advanced replication scenarios. -- mike From jeff.hoover at infotechfl.com Thu May 22 09:54:01 2003 From: jeff.hoover at infotechfl.com (Jeff Hoover) Date: Thu, 22 May 2003 09:54:01 -0400 Subject: [rt-users] Replicated mysql servers with RT In-Reply-To: <20030522132536.GB32341@isorauta.ntc.nokia.com> References: <3ECB7FC7.4060101@ukerna.ac.uk> <3ECB7FC7.4060101@ukerna.ac.uk> Message-ID: <5.2.1.1.0.20030522094911.01a471e8@mail.infotechfl.com> At 04:25 PM 5/22/2003 +0300, Mike Jackson wrote: >Can mysql do "multi-master" replication? Yes. >What if you change status on a >ticket on server A and then server B replicates to server A? I think >that mysql contains simple replication, and that it can not handle >advanced replication scenarios. The replication thread reads a log file on the other server. B won't overwrite A unless B was updated. Now, if two people update the same ticket at the same time on A and B, there might be problems. I would definitely do a little testing. -- Jeff From gamboa at infophil.com Thu May 22 10:09:46 2003 From: gamboa at infophil.com (alvn) Date: Thu, 22 May 2003 22:09:46 +0800 Subject: [rt-users] RT3: Two Auto-Replies Message-ID: <3ECCDA2A.2080806@infophil.com> i installed RT3 on an intranet server (samal.hq.infophil.com) and when i tried sending a test email (from that same box) to rt it replies back with two copies of the auto-reply. any solutions? here's my maillog: May 22 21:43:47 samal postfix/smtpd[31193]: connect from localhost[127.0.0.1] May 22 21:43:47 samal postfix/smtpd[31193]: 3ED0F897B: client=localhost[127.0.0.1] May 22 21:43:47 samal postfix/smtpd[31193]: disconnect from localhost[127.0.0.1] May 22 21:43:47 samal postfix/pickup[31132]: 68DA61848B: uid=2007 from= May 22 21:43:47 samal postfix/cleanup[31195]: 68DA61848B: message-id= May 22 21:43:48 samal postfix/qmgr[31131]: 68DA61848B: from=, size=599, nrcpt=1 (queue active) May 22 21:44:15 samal postfix/smtpd[31201]: connect from samal.infophil.com[127.0.0.1] May 22 21:44:15 samal postfix/smtpd[31201]: disconnect from samal.infophil.com[127.0.0.1] May 22 21:44:15 samal postfix/pickup[31132]: B13991848E: uid=48 from= May 22 21:44:15 samal postfix/cleanup[31195]: B13991848E: message-id= May 22 21:44:19 samal postfix/pickup[31132]: 0F7351848F: uid=48 from= May 22 21:44:19 samal postfix/cleanup[31195]: 0F7351848F: message-id= May 22 21:44:20 samal postfix/local[31197]: 68DA61848B: to=, relay=local, delay=33, status=sent ("|/opt/rt3_samal/bin/rt-mailgate --queue samal --action correspond --url 'http://samal.hq.infophil.com/rt/'") May 22 21:44:20 samal postfix/qmgr[31131]: B13991848E: from=, size=1655, nrcpt=1 (queue active) May 22 21:44:20 samal postfix/qmgr[31131]: 0F7351848F: from=, size=1655, nrcpt=1 (queue active) May 22 21:44:25 samal postfix/local[31207]: 0F7351848F: to=, relay=local, delay=7, status=sent ("|/usr/bin/procmail") May 22 21:44:25 samal postfix/local[31197]: B13991848E: to=, relay=local, delay=10, status=sent ("|/usr/bin/procmail") by the way, samal.infophil.com and samal.hq.infophil.com is the same machine. thanks. -- Alvin From lieven.tomme at aquanta.com Thu May 22 11:00:57 2003 From: lieven.tomme at aquanta.com (Lieven Tomme) Date: Thu, 22 May 2003 17:00:57 +0200 Subject: [rt-users] RT3: mkdir /opt/rt3/var/mason_data/obj: Permission denied Message-ID: <26E88279F15AB844B59F28372ECDA2F9148866@watergate.hydrogen.aquanta.com> Hello, After making RT3, modifying RT_SiteConfig.pm and httpd.conf, I obtain the following error upon surfing to the involved URL: error: mkdir /opt/rt3/var/mason_data/obj: Permission denied at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Compiler/ToObject.pm line 96 context: ... 181: # Mason exception and placed in the {prepare_error} slot. exec() 182: # will then trigger the error. This makes for an easier new + exec 183: # API. 184: local $SIG{'__DIE__'} = sub { 185: rethrow_exception( $_[0] ); 186: }; 187: 188: eval { 189: # create base buffer ... code stack: /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:185 /usr/lib/perl5/5.8.0/Carp.pm:191 /usr/lib/perl5/5.8.0/File/Path.pm:150 /usr/lib/perl5/5.8.0/File/Path.pm:143 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Compiler/ToObject.pm:96 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:323 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:201 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60 /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265 /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:232 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:857 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:784 /opt/rt3/bin/webmux.pl:118 /dev/null:0 Any idea how to solve this problem? It looks like I'm stuck without help... FYI: this is the involved section of my Apache 1.3.27 httpd.conf file: ServerName my.domain.name DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl PerlFreshRestart On SetHandler perl-script PerlHandler RT::Mason Thanks for your help! Lieven From jim.mozley at exponential-e.com Thu May 22 12:14:59 2003 From: jim.mozley at exponential-e.com (Jim Mozley) Date: Thu, 22 May 2003 17:14:59 +0100 Subject: [rt-users] RT3: mkdir /opt/rt3/var/mason_data/obj: Permission denied References: <26E88279F15AB844B59F28372ECDA2F9148866@watergate.hydrogen.aquanta.com> Message-ID: <031601c3207d$4b139040$03bff40a@Exponentiale.com> *This message was transferred with a trial version of CommuniGate(tm) Pro* Lieven, What are the permissions on /opt/rt3/var/mason_data? Is the owner and group the same as the owner and group of apache (in apache's httpd.conf file)? Regards, Jim ----- Original Message ----- From: "Lieven Tomme" To: Sent: Thursday, May 22, 2003 4:00 PM Subject: [rt-users] RT3: mkdir /opt/rt3/var/mason_data/obj: Permission denied *This message was transferred with a trial version of CommuniGate(tm) Pro* Hello, After making RT3, modifying RT_SiteConfig.pm and httpd.conf, I obtain the following error upon surfing to the involved URL: error: mkdir /opt/rt3/var/mason_data/obj: Permission denied at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Compiler/ToObject.pm line 96 context: ... 181: # Mason exception and placed in the {prepare_error} slot. exec() 182: # will then trigger the error. This makes for an easier new + exec 183: # API. 184: local $SIG{'__DIE__'} = sub { 185: rethrow_exception( $_[0] ); 186: }; 187: 188: eval { 189: # create base buffer ... code stack: /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:185 /usr/lib/perl5/5.8.0/Carp.pm:191 /usr/lib/perl5/5.8.0/File/Path.pm:150 /usr/lib/perl5/5.8.0/File/Path.pm:143 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Compiler/ToObject.pm:96 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:323 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:201 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60 /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265 /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:232 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:857 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:784 /opt/rt3/bin/webmux.pl:118 /dev/null:0 Any idea how to solve this problem? It looks like I'm stuck without help... FYI: this is the involved section of my Apache 1.3.27 httpd.conf file: ServerName my.domain.name DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl PerlFreshRestart On SetHandler perl-script PerlHandler RT::Mason Thanks for your help! Lieven _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 dmaze at cag.lcs.mit.edu Thu May 22 13:13:00 2003 From: dmaze at cag.lcs.mit.edu (David Z Maze) Date: Thu, 22 May 2003 13:13:00 -0400 Subject: [rt-users] Re: CA Client Certificates and RT 3.0.2??? In-Reply-To: <011f01c31ff5$80214b20$9164a8c0@pcgboug> (Greg Boug's message of "Thu, 22 May 2003 10:02:57 +1000") References: <011f01c31ff5$80214b20$9164a8c0@pcgboug> Message-ID: <87wugioqg3.fsf@cag.lcs.mit.edu> "Greg Boug" writes: > I'm curious, how did you get RT to run off a second virtual > server. I've tried that and failed. The problem being the > webmux.pl script can't be loaded into mod_perl more than once... The RT setup is outside of any VirtualHost section, so it applies to all VirtualHosts. So, in addition to what's quoted below, we have Alias /rt/ "/home/rt/share/html/" PerlModule Apache::DBI PerlRequire /home/rt/bin/webmux.pl Options Indexes FollowSymLinks SetHandler perl-script PerlHandler RT::Mason which applies to both the SSL and non-SSL sides, and then the below that performs NIS-backed authentication on the SSL side, and uses the 'guest' user on the non-SSL side. >> Our httpd.conf says: >> >> >> >> SetEnv REMOTE_USER guest >> >> >> >> >> >> SSLRequireSSL >> AuthType basic >> PerlAuthenHandler Apache::AuthenNIS >> Require valid-user >> >> -- David Z. Maze dmaze at cag.lcs.mit.edu Research Scientist http://www.mit.edu/~dmaze/ MIT LCS Computer Architecture Group http://www.cag.lcs.mit.edu/commit/ From dmaze at cag.lcs.mit.edu Thu May 22 13:16:29 2003 From: dmaze at cag.lcs.mit.edu (David Z Maze) Date: Thu, 22 May 2003 13:16:29 -0400 Subject: [rt-users] Re: Overlays &c In-Reply-To: (Miro Jurisic's message of "Thu, 22 May 2003 04:10:56 -0400") References: Message-ID: <87smr6oqaa.fsf@cag.lcs.mit.edu> Miro Jurisic writes: > Having seen Jesse's presentation at MIT last night, and having just > received a set of instructions for modifying RT to do my bidding (in > the "Prettifying priorities in RT3" thread), I would really like to > accomplish this using one of the RT tweak mechanisms which do not rely > on modifying RT sources. So, where do I find information about local > files and overlays in RT3? RT has a "local" directory tree, by default in /opt/rt3/local. Things here take precedence over things in the actual install tree. So if you wanted to customize the main page, you'd copy share/html/index.html to local/index.html, and edit the copy in local. If a file or directory doesn't exist in the local tree, the version in the install tree is used instead. -- David Z. Maze dmaze at cag.lcs.mit.edu Research Scientist http://www.mit.edu/~dmaze/ MIT LCS Computer Architecture Group http://www.cag.lcs.mit.edu/commit/ From mbrletic at visalia.k12.ca.us Thu May 22 13:38:01 2003 From: mbrletic at visalia.k12.ca.us (Mat Brletic) Date: Thu, 22 May 2003 10:38:01 -0700 Subject: [rt-users] Linux versions supported. Message-ID: <3ECD0AF9.3070607@visalia.k12.ca.us> Hello. I remember being advised against using Red Hat version 8 with RT. Is this version still recommended against ? I would also like to know if Red Hat Advanced Server 2.1 and United Linux 1.0 (SLES 8) are recommended. Any help would be appreciated. Thanks, Mat Brletic From lieven.tomme at aquanta.com Thu May 22 15:35:18 2003 From: lieven.tomme at aquanta.com (Lieven Tomme) Date: Thu, 22 May 2003 21:35:18 +0200 Subject: [rt-users] RT3: mkdir /opt/rt3/var/mason_data/obj: Permission denied Message-ID: <26E88279F15AB844B59F28372ECDA2F917CD8C@watergate.hydrogen.aquanta.com> Hi Jim, Thanks for commenting. I have the following: drwxrwx--- 5 root root 4096 May 19 11:03 mason_data and in httpd.conf: User nobody Group nobody I tried by temporary changing mason_data permissions to 777, as well as switching to user/group nobody/nobody. The error is persistant... Best regards, Lieven -----Oorspronkelijk bericht----- Van: Jim Mozley [mailto:jim.mozley at exponential-e.com] Verzonden: do 22/05/2003 18:14 Aan: Lieven Tomme; rt-users at lists.fsck.com CC: Onderwerp: Re: [rt-users] RT3: mkdir /opt/rt3/var/mason_data/obj: Permission denied *This message was transferred with a trial version of CommuniGate(tm) Pro* Lieven, What are the permissions on /opt/rt3/var/mason_data? Is the owner and group the same as the owner and group of apache (in apache's httpd.conf file)? Regards, Jim ----- Original Message ----- From: "Lieven Tomme" To: Sent: Thursday, May 22, 2003 4:00 PM Subject: [rt-users] RT3: mkdir /opt/rt3/var/mason_data/obj: Permission denied *This message was transferred with a trial version of CommuniGate(tm) Pro* Hello, After making RT3, modifying RT_SiteConfig.pm and httpd.conf, I obtain the following error upon surfing to the involved URL: error: mkdir /opt/rt3/var/mason_data/obj: Permission denied at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Compiler/ToObject.pm line 96 context: ... 181: # Mason exception and placed in the {prepare_error} slot. exec() 182: # will then trigger the error. This makes for an easier new + exec 183: # API. 184: local $SIG{'__DIE__'} = sub { 185: rethrow_exception( $_[0] ); 186: }; 187: 188: eval { 189: # create base buffer ... code stack: /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:185 /usr/lib/perl5/5.8.0/Carp.pm:191 /usr/lib/perl5/5.8.0/File/Path.pm:150 /usr/lib/perl5/5.8.0/File/Path.pm:143 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Compiler/ToObject.pm:96 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:323 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:201 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60 /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265 /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:232 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:857 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:784 /opt/rt3/bin/webmux.pl:118 /dev/null:0 Any idea how to solve this problem? It looks like I'm stuck without help... FYI: this is the involved section of my Apache 1.3.27 httpd.conf file: ServerName my.domain.name DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl PerlFreshRestart On SetHandler perl-script PerlHandler RT::Mason Thanks for your help! Lieven _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 matt_lists at careercast.com Thu May 22 15:50:10 2003 From: matt_lists at careercast.com (Matt Simonsen) Date: 22 May 2003 12:50:10 -0700 Subject: [rt-users] Linux versions supported. In-Reply-To: <3ECD0AF9.3070607@visalia.k12.ca.us> References: <3ECD0AF9.3070607@visalia.k12.ca.us> Message-ID: <1053633009.3631.33.camel@mattswrk> On Thu, 2003-05-22 at 10:38, Mat Brletic wrote: > Hello. > > I remember being advised against using Red Hat version 8 with RT. Is > this version still recommended against ? I would also like to know if > Red Hat Advanced Server 2.1 and United Linux 1.0 (SLES 8) are > recommended. Any help would be appreciated. It works great on RH 8.0. You should recompile Mysql (for RT3) and Apache + mod_perl and I'd suggest using CPAN for all the perl modules, but it works great on RH 8.0 as long as you're willing to do some work beyond stock .rpms. Matt From ralexander at musiciansfriend.com Thu May 22 16:04:16 2003 From: ralexander at musiciansfriend.com (Ron Alexander) Date: 22 May 2003 13:04:16 -0700 Subject: [rt-users] Setting a default owner on a per queue basis Message-ID: <1053633856.977.16.camel@ronsBox> The default action in RT is to set the default owner to $session{CurrentUser}. This is fine except in one of my queues there will be one owner 99% of the time and they almost never fill out the ticket. What is an easy way to change the default owner of a ticket in the Create.html page? I don't want a scrip because I want this to occur in the template, not an action after the form is submitted. Thanks, Ron -- /************************************************************ * Ron Alexander ralexander at musiciansfriend.com * * Programmer/Analyst Musician's Friend, Inc.* * Phone:(541)774-5362 http://www.musiciansfriend.com * ************************************************************/ From pdh at bestpractical.com Thu May 22 21:24:06 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 23 May 2003 11:24:06 +1000 Subject: [rt-users] RT3: Two Auto-Replies In-Reply-To: <3ECCDA2A.2080806@infophil.com> References: <3ECCDA2A.2080806@infophil.com> Message-ID: <20030523012406.GI475@luggage.internal.moreton.com.au> alvn wrote: > i installed RT3 on an intranet server (samal.hq.infophil.com) and when i > tried sending a test email (from that same box) to rt it replies back with > two copies of the auto-reply. A global scrip and a per-queue scrip both firing? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From ler at lerctr.org Thu May 22 21:27:36 2003 From: ler at lerctr.org (Larry Rosenman) Date: Thu, 22 May 2003 20:27:36 -0500 Subject: [rt-users] RT3: Two Auto-Replies In-Reply-To: <20030523012406.GI475@luggage.internal.moreton.com.au> References: <3ECCDA2A.2080806@infophil.com> <20030523012406.GI475@luggage.internal.moreton.com.au> Message-ID: <76940000.1053653256@lerlaptop.lerctr.org> --On Friday, May 23, 2003 11:24:06 +1000 Phil Homewood wrote: > alvn wrote: >> i installed RT3 on an intranet server (samal.hq.infophil.com) and when i >> tried sending a test email (from that same box) to rt it replies back >> with two copies of the auto-reply. > > A global scrip and a per-queue scrip both firing? or RT3.0 scrips and RT2.0 (imported) Scrips firing? (I had this until I killed off the 2.0 imported ones). LER -- Larry Rosenman http://www.lerctr.org/~ler Phone: +1 972-414-9812 E-Mail: ler at lerctr.org US Mail: 1905 Steamboat Springs Drive, Garland, TX 75044-6749 From pdh at bestpractical.com Thu May 22 21:32:23 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 23 May 2003 11:32:23 +1000 Subject: [rt-users] RT3: mkdir /opt/rt3/var/mason_data/obj: Permission denied In-Reply-To: <26E88279F15AB844B59F28372ECDA2F917CD8C@watergate.hydrogen.aquanta.com> References: <26E88279F15AB844B59F28372ECDA2F917CD8C@watergate.hydrogen.aquanta.com> Message-ID: <20030523013223.GJ475@luggage.internal.moreton.com.au> Lieven Tomme wrote: > drwxrwx--- 5 root root 4096 May 19 11:03 mason_data > > and in httpd.conf: > > User nobody > Group nobody Sounds like your args to "configure" were wrong; you need ./configure --with-web-user=nobody --with-web-group=nobody > I tried by temporary changing mason_data permissions to 777, as well > as switching to user/group nobody/nobody. The error is persistant... Did you restart apache after doing that? The perms should be 770, nobody:nobody, for both mason_data and session_data. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From gonzalo at linuxaus.com Thu May 22 21:31:50 2003 From: gonzalo at linuxaus.com (Gonzalo Servat) Date: Fri, 23 May 2003 11:31:50 +1000 Subject: [rt-users] Problem with RT3 In-Reply-To: References: Message-ID: <509279124.1053689510@[192.168.10.5]> On 22/05/2003 3:23 PM +0200 Hermann Stern wrote: >> Taken from an earlier posting to this list... >> >> Add this: >> use utf8; >> >> to the top of /usr/lib/perl5/site_perl/5.6.1/Text/Autoformat.pm >> >> Affects Perl 5.6.1 users. > > I did, that, too and it worked. Problem: there are now Problems > with special german Characters.. > > So this leads me to my question: how to change the used language > in RT ? here it uses german, but i have no problem with english UI. > > thx in advance Thanks Niels for that. I should have searched the list archives after searching google :) I'm using an english UI so I've got no further problems, and I'm loving RT3, but I hope you find the fix to your problem Hermann. Regards, Gonzalo. From hstern at iaeste.at Fri May 23 03:25:35 2003 From: hstern at iaeste.at (Hermann Stern) Date: Fri, 23 May 2003 09:25:35 +0200 (CEST) Subject: [rt-users] Error Using REMOTE User Login. In-Reply-To: <5B2D192C-8BA2-11D7-9B34-000393B2BB20@flothow.de> Message-ID: So that means RT should hide the LOGOUT Button from UI, if the user is logged in via REMOTE_User. No funcionality => no button Hermann On Wed, 21 May 2003, Sebastian Flothow wrote: > > Help: Nuke this META REFRESH line from NoAuth/Logout.html :) > > No - this would just give users a false sense of security, since they > aren't logged out. With external auth, it's impossible to log out, at > least via server-side mechanisms. > > > Sebastian > > -- > Sebastian Flothow > sebastian at flothow.de > > > Because it reverses the logical flow of conversation. > Why is top posting frowned upon? > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 May 23 04:53:33 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 23 May 2003 10:53:33 +0200 Subject: [rt-users] Linux versions supported. In-Reply-To: <3ECD0AF9.3070607@visalia.k12.ca.us> References: <3ECD0AF9.3070607@visalia.k12.ca.us> Message-ID: <20030523085333.GA25255@hamburg.fcb.com> On Thu, May 22, 2003 at 10:38:01AM -0700, Mat Brletic wrote: > Hello. > > I remember being advised against using Red Hat version 8 with RT. Is > this version still recommended against ? I recommended not using RedHat ver. 9 without careful checking. It worked for me after building most of the components used for RT 3 myself (apache, perl, mysql, mod_fastcgi) and changing some of the system defaults (setting LANG=C) before starting to compile any of the components used. RedHat 8 works fine in my experience. > I would also like to know if > Red Hat Advanced Server 2.1 and United Linux 1.0 (SLES 8) are > recommended. Any help would be appreciated. I cannot comment on those two as I have no experience with them. Regards, Harald From stephen.quinney at computing-services.oxford.ac.uk Fri May 23 05:46:36 2003 From: stephen.quinney at computing-services.oxford.ac.uk (Stephen Quinney) Date: Fri, 23 May 2003 10:46:36 +0100 Subject: [rt-users] Linux versions supported. In-Reply-To: <3ECD0AF9.3070607@visalia.k12.ca.us> References: <3ECD0AF9.3070607@visalia.k12.ca.us> Message-ID: <20030523094636.GB16365@computing-services.oxford.ac.uk> On Thu, May 22, 2003 at 10:38:01AM -0700, Mat Brletic wrote: > Hello. > > I remember being advised against using Red Hat version 8 with RT. Is > this version still recommended against ? I would also like to know if > Red Hat Advanced Server 2.1 and United Linux 1.0 (SLES 8) are > recommended. Any help would be appreciated. Not really an answer to your question but RT3.0.0 has now been accepted into Debian/unstable. There should be an upload of 3.0.2 soonish as well. Given a couple of weeks it should make it into testing. This means that all the dependencies and most common configurations are supported out of the box. We're currently working on Debconf support as well to make configuration really easy. Stephen Quinney From hwagener at hamburg.fcb.com Fri May 23 06:07:50 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 23 May 2003 12:07:50 +0200 Subject: [rt-users] Linux versions supported. In-Reply-To: <20030523094636.GB16365@computing-services.oxford.ac.uk> References: <3ECD0AF9.3070607@visalia.k12.ca.us> <20030523094636.GB16365@computing-services.oxford.ac.uk> Message-ID: <20030523100750.GB25255@hamburg.fcb.com> On Fri, May 23, 2003 at 10:46:36AM +0100, Stephen Quinney wrote: > Not really an answer to your question but RT3.0.0 has now been > accepted into Debian/unstable. There should be an upload of 3.0.2 > soonish as well. Given a couple of weeks it should make it into > testing. This means that all the dependencies and most common > configurations are supported out of the box. We're currently working > on Debconf support as well to make configuration really easy. > > Stephen Quinney Yes! Congratulations! I will see if I can test this on our debian test machine soon... Regards, Harald From pape-rt at inf.fu-berlin.de Fri May 23 06:15:12 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Fri, 23 May 2003 12:15:12 +0200 Subject: [rt-users] Remaining issues in RT 3.0.2's handling of international characters In-Reply-To: <2147483647.1053425674@[10.0.255.35]> References: <2147483647.1053425674@[10.0.255.35]> Message-ID: <2147483647.1053692111@eremix> Hello Jesse, hello others, --Am Dienstag, 20. Mai 2003 10:14 Uhr +0200 schrieb Dirk Pape : > I start this thread to collect the observed issues still in RT 3.0.2 when > handling international characters (like German Umlauts) in Emails or in > the Web-Interface. > > This is the only group of issues that make me hesitating in making RT 3 > productive on my site. is there any hope that the international character handling issues will be tracked to their cause or resolved soon. What can I do to support you? I have only basic Perl knowledge but I am willing to dig into code as well as to test it by using the application. I conclude from other postings, there are many levels where character handling can go wrong: 1. system configuration on server-side or client-side (LANG env. variable). 2. apache config 3. perl version 4. rt-config (EmailInput and OuputEncoding) 5. rt-mailgate (for incoming mail) 6. rt-autohandler (for incoming web) 7. ...? Since resending mails does not reproduce the problem 2 I described, I suspected web actions to be the cause of it. I dont know how to track them properly, so I wonder how to try to reproduce them. I just took a look into autohandler. In the conversion routine for %ARGS there seems to be a case where a parameter is not encoded to unicode (if it is defined but ne "ARRAY" and ne "HASH"). Can this be a cause to the problem 2? Thanks, Dirk. From pape-rt at inf.fu-berlin.de Fri May 23 06:17:11 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Fri, 23 May 2003 12:17:11 +0200 Subject: [rt-users] Remaining issues in RT 3.0.2's handling of international characters In-Reply-To: <2147483647.1053425674@[10.0.255.35]> References: <2147483647.1053425674@[10.0.255.35]> Message-ID: <2147483647.1053692231@eremix> Hello, --Am Dienstag, 20. Mai 2003 10:14 Uhr +0200 schrieb Dirk Pape : > 1. wrong ISO-8859-1 encoding of outgoing From-headers with umlauts in it, > eg. in '"RT/MI (Sebastian L?ck)" ' the part > '"RT/MI (Sebastian L?ck)" ISO-8859-1?... brackets, hence MUAs fail to sort by email adresses. can anybody confirm this bug, or am I the only one and should look into my configuration. It seems to me that this issue, if nailed down, should be easy to resolve. Thanks, Dirk. From thomas at arkena.dk Fri May 23 06:46:28 2003 From: thomas at arkena.dk (Thomas Kirk) Date: Fri, 23 May 2003 12:46:28 +0200 Subject: [rt-users] Remaining issues in RT 3.0.2's handling of international characters In-Reply-To: <2147483647.1053692231@eremix> References: <2147483647.1053425674@[10.0.255.35]> <2147483647.1053692231@eremix> Message-ID: <20030523104628.GA1940@thomas.arkena.com> Hep On Fri, May 23, 2003 at 12:17:11PM +0200, Dirk Pape wrote: > >1. wrong ISO-8859-1 encoding of outgoing From-headers with umlauts in it, > >eg. in '"RT/MI (Sebastian L?ck)" ' the part > >'"RT/MI (Sebastian L?ck)" >ISO-8859-1?... brackets, hence MUAs fail to sort by email adresses. I dont know if this is the same problem we have but im from denmark and we are using request tracker with our native language which includes the letters "???" and when we uses these letters in subject request-tracker will send out emails that have lots of spaces in the subjectline? -- Venlig hilsen/Kind regards Thomas Kirk ARKENA tlf/phone +4570233456 thomas(at)arkena(dot)com Http://www.arkena.com "Lisa honey, are you saying you're never going to eat any animal again? What about bacon?" -- Homer Simpson From lukman at commverge.com Fri May 23 07:03:37 2003 From: lukman at commverge.com (Lukman W. Kusuma) Date: Fri, 23 May 2003 19:03:37 +0800 Subject: [rt-users] Incoming Email Questions Message-ID: <3ECE0009.4040206@commverge.com> Hi All, Could anyone hint me any guidance on setting RT (v2) up to handle incoming email for respective queue & ticket ? I understand it could do it, but I have a lot of questions, i.e. how it put it to respective queue & ticket, what email address need to be set, etc. .. I am trying to digest the config.pm, but the options & remark get me lost than helping. It's my little knowledge on the terms, I believe. We have been using RT for quite some time and would like activate this function now. TIA Lukman From pavel.sebek at i.cz Fri May 23 07:19:04 2003 From: pavel.sebek at i.cz (Sebek Pavel) Date: Fri, 23 May 2003 13:19:04 +0200 Subject: [rt-users] Watchers don't appear in update.html Message-ID: <3ECE03A8.3060208@i.cz> Hello world, I made upgrade RT from 2.0.13 to 2.0.15 and suddenly watchers don't appear in Update.html. I found two question on the same problem in mailing list, but not any answer. Does anyone know how resolve this problem Sebek Pavel From emile at exinet.co.za Fri May 23 07:53:03 2003 From: emile at exinet.co.za (Emile Coetzee) Date: Fri, 23 May 2003 13:53:03 +0200 Subject: [rt-users] [RT3] Splitting Modify Ticket Rights Message-ID: <009101c32121$de65d980$c80110ac@emile> We have a development and a QA department. What I'd like to do is let the developers post their comments when fixing bugs, and log their time etc., but i only want the QA people to have permission to actually mark it as resolved (once they've confirmed the fix). Is there a way I can split the Modify Ticket rights up? Regards Emile --------------------------------------- Emile Coetzee ExiNet/Eduflex Tel: +27 21 448 4678 Fax: +27 21 448 4620 Cell: 082 3312160 www.exinet.co.za From lincoln at unit.liu.se Fri May 23 08:08:46 2003 From: lincoln at unit.liu.se (Jonas Lincoln) Date: Fri, 23 May 2003 14:08:46 +0200 Subject: [rt-users] Setting a default owner on a per queue basis References: <1053633856.977.16.camel@ronsBox> Message-ID: <3ECE0F4E.2060009@unit.liu.se> In share/html/Ticket/Create.html, find the row: <& /Elements/SelectOwner, Name => "Owner", QueueObj => $QueueObj, Default => $ARGS{Owner}||undef &> Replace with % if ($QueueObj->Name eq 'TheQueue) { <& /Elements/SelectOwner, Name => "Owner", QueueObj => $QueueObj, Default => $ARGS{Owner}||"Id for the default queue-user" &> % } else { <& /Elements/SelectOwner, Name => "Owner", QueueObj => $QueueObj, Default => $ARGS{Owner}||undef &> % } Replace string where appropriate. Save as local/html/Ticket/Create.html Cheers, Jonas Ron Alexander wrote: > The default action in RT is to set the default owner to > $session{CurrentUser}. This is fine except in one of my queues there > will be one owner 99% of the time and they almost never fill out the > ticket. What is an easy way to change the default owner of a ticket in > the Create.html page? I don't want a scrip because I want this to occur > in the template, not an action after the form is submitted. > > Thanks, > Ron From lincoln at unit.liu.se Fri May 23 08:14:16 2003 From: lincoln at unit.liu.se (Jonas Lincoln) Date: Fri, 23 May 2003 14:14:16 +0200 Subject: [rt-users] Setting a default owner on a per queue basis References: <1053633856.977.16.camel@ronsBox> <3ECE0F4E.2060009@unit.liu.se> Message-ID: <3ECE1098.7080906@unit.liu.se> Bah, missing an end-qoute. % if ($QueueObj->Name eq 'TheQueue') { <& /Elements/SelectOwner, Name => "Owner", QueueObj => $QueueObj, Default => $ARGS{Owner}||"Id for the default queue-user" &> % } else { <& /Elements/SelectOwner, Name => "Owner", QueueObj => $QueueObj, Default => $ARGS{Owner}||undef &> % } Jonas Lincoln wrote: > In share/html/Ticket/Create.html, find the row: > > <& /Elements/SelectOwner, Name => "Owner", QueueObj => $QueueObj, > Default => $ARGS{Owner}||undef &> > > Replace with > % if ($QueueObj->Name eq 'TheQueue) { > <& /Elements/SelectOwner, Name => "Owner", QueueObj => $QueueObj, > Default => $ARGS{Owner}||"Id for the default queue-user" &> > % } else { > <& /Elements/SelectOwner, Name => "Owner", QueueObj => $QueueObj, > Default => $ARGS{Owner}||undef &> > % } > Replace string where appropriate. > > Save as local/html/Ticket/Create.html > > Cheers, > Jonas > > Ron Alexander wrote: > >> The default action in RT is to set the default owner to >> $session{CurrentUser}. This is fine except in one of my queues there >> will be one owner 99% of the time and they almost never fill out the >> ticket. What is an easy way to change the default owner of a ticket in >> the Create.html page? I don't want a scrip because I want this to occur >> in the template, not an action after the form is submitted. >> >> Thanks, >> Ron > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 jritchie at bible.edu Fri May 23 08:35:44 2003 From: jritchie at bible.edu (Josiah Ritchie) Date: Fri, 23 May 2003 08:35:44 -0400 Subject: [rt-users] Linux versions supported. In-Reply-To: <20030523094636.GB16365@computing-services.oxford.ac.uk> References: <3ECD0AF9.3070607@visalia.k12.ca.us> <20030523094636.GB16365@computing-services.oxford.ac.uk> Message-ID: <20030523083544.5e9417b9.jritchie@bible.edu> Stephen Quinney scripted :: >On Thu, May 22, 2003 at 10:38:01AM -0700, Mat Brletic wrote: >Not really an answer to your question but RT3.0.0 has now been >accepted into Debian/unstable. There should be an upload of 3.0.2 >soonish as well. Given a couple of weeks it should make it into >testing. This means that all the dependencies and most common >configurations are supported out of the box. We're currently working >on Debconf support as well to make configuration really easy. Also not really answering your question, but We've been putting a lot of work into getting it ready for Gentoo as well. I successfully have it installed on one Gentoo system and it will work as long as you let the ebuild use CPAN. I'm trying to get around that though so it's taking some time to work out dependencies. JSR/ From Malek.Shabou at nic.fr Fri May 23 08:54:28 2003 From: Malek.Shabou at nic.fr (Malek Shabou) Date: Fri, 23 May 2003 14:54:28 +0200 Subject: [rt-users] probleme with rt3 on tru64 Message-ID: <20030523125428.GA20006@fairuz.nic.Fr> Hi, I hava installed rt 3.0.2 on a tru64 5.1a with: * Apache/1.3.23 * mod_perl/1.26 * HTML-Mason-1.20 * postgres 7.3.2 here is my httpd.conf: ServerName rt.nic.fr PerlModule Apache::Registry PerlModule Apache::DBI PerlFreshRestart On PerlRequire /usr/local/rt3/bin/webmux.pl Options all SetHandler perl-script PerlHandler RT::Mason Order allow,deny Allow from all with http://rt.nic.fr/ i receve the login page, my when i click on "Connexion" i receve the some login page, "eiven when i put a roung login + password, i receve the login page without the error line. there is no error in apache logs did any one have any idea ?? Regards, -- Malek Shabou E-mail: nic at nic.fr AFNIC Tel: +33 1 39 30 83 00 Immeuble international, 2 rue Stephenson Fax: +33 1 39 30 83 01 Saint-Quentin-En-Yvelines 78180 Montigny-Le-Bretonneux ### Utiliser http://www.nic.fr/zonecheck/ pour verifier vos domaines ### From rcassily at DENOVIS.COM Fri May 23 12:27:49 2003 From: rcassily at DENOVIS.COM (Cassily, Ryan) Date: Fri, 23 May 2003 12:27:49 -0400 Subject: [rt-users] new installation error Message-ID: I am getting the following html error message and the following entry in the error_log for a new installation of rt3. I am a newbie so am unsure of exactly what to look for. The rt-test-dependencies reports all perl mods found. Thanks in advance for your help. Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. Apache/1.3.27 Server at Port 80 Contents in error_log: [error] Can't call method "handle_request" on an undefined value at /opt/rt3/bin/webmux.pl line 119. From eisenbud at cbio.mskcc.org Fri May 23 13:30:34 2003 From: eisenbud at cbio.mskcc.org (Daniel E. Eisenbud) Date: Fri, 23 May 2003 13:30:34 -0400 Subject: [rt-users] RT makes all messages multipart/mixed -- why? Message-ID: <20030523173034.GB11312@cbio.mskcc.org> Would it be possible to make RT send out messages with just a single attachment (principally messages where the content-type is text/plain) with that content-type, instead of as multipart/mixed with a single part? Or is there some reason not to do this? Specifically, the mail gateway changes messages of the former form to the latter form. -Dan From jesse at bestpractical.com Fri May 23 14:37:38 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 23 May 2003 14:37:38 -0400 Subject: [rt-users] RT makes all messages multipart/mixed -- why? In-Reply-To: <20030523173034.GB11312@cbio.mskcc.org> References: <20030523173034.GB11312@cbio.mskcc.org> Message-ID: <20030523183738.GB23719@fsck.com> On Fri, May 23, 2003 at 01:30:34PM -0400, Daniel E. Eisenbud wrote: > Would it be possible to make RT send out messages with just a single > attachment (principally messages where the content-type is text/plain) > with that content-type, instead of as multipart/mixed with a single > part? Or is there some reason not to do this? Specifically, the mail > gateway changes messages of the former form to the latter form. It's a side-effect of RT3's attachments support. There's an open bug to use MIME::Entity's make_singlepart() method to smash messages down to single-part where possible. > > -Dan > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From eisenbud at cbio.mskcc.org Fri May 23 14:53:05 2003 From: eisenbud at cbio.mskcc.org (Daniel E. Eisenbud) Date: Fri, 23 May 2003 14:53:05 -0400 Subject: [rt-users] RT makes all messages multipart/mixed -- why? In-Reply-To: <20030523183738.GB23719@fsck.com> References: <20030523173034.GB11312@cbio.mskcc.org> <20030523183738.GB23719@fsck.com> Message-ID: <20030523185305.GA12751@cbio.mskcc.org> On Fri, May 23, 2003 at 02:37:38PM -0400, Jesse Vincent wrote: > On Fri, May 23, 2003 at 01:30:34PM -0400, Daniel E. Eisenbud wrote: > > Would it be possible to make RT send out messages with just a single > > attachment (principally messages where the content-type is text/plain) > > with that content-type, instead of as multipart/mixed with a single > > part? Or is there some reason not to do this? Specifically, the mail > > gateway changes messages of the former form to the latter form. > > It's a side-effect of RT3's attachments support. There's an open bug to > use MIME::Entity's make_singlepart() method to smash messages down to > single-part where possible. Oh, sounds good. -Dan From jritchie at bible.edu Fri May 23 15:03:24 2003 From: jritchie at bible.edu (Josiah Ritchie) Date: Fri, 23 May 2003 15:03:24 -0400 Subject: [rt-users] RT makes all messages multipart/mixed -- why? In-Reply-To: <20030523185305.GA12751@cbio.mskcc.org> References: <20030523173034.GB11312@cbio.mskcc.org> <20030523183738.GB23719@fsck.com> <20030523185305.GA12751@cbio.mskcc.org> Message-ID: <20030523150324.2f74a919.jritchie@bible.edu> Daniel E. Eisenbud scripted :: >> It's a side-effect of RT3's attachments support. There's an open bug to >> use MIME::Entity's make_singlepart() method to smash messages down to >> single-part where possible. > >Oh, sounds good. > >-Dan Great, any idea what the time frame will be? From jesse at bestpractical.com Fri May 23 16:24:05 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 23 May 2003 16:24:05 -0400 Subject: [rt-users] [rt-announce] Development Snapshot 3.0.2++ Message-ID: <20030523202405.GF23719@fsck.com> This isn't a formal pre-release of RT 3.0.3, but a snapshot that fixes some of the utf8 issues in RT 3.0.2 that have been biting western-european users. If you don't have utf8-issues that you need to deal with ASAP, hold off a bit. http://fsck.com/aegis/aegis.cgi/rt.3.0.C91.tar.gz?file at aetar+project@rt.3.0+change at 91 Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. _______________________________________________ rt-announce mailing list rt-announce at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-announce From pape-rt at inf.fu-berlin.de Fri May 23 16:32:32 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Fri, 23 May 2003 22:32:32 +0200 Subject: [rt-users] Remaining issues in RT 3.0.2's handling of international characters In-Reply-To: <2147483647.1053425674@[10.0.255.35]> References: <2147483647.1053425674@[10.0.255.35]> Message-ID: <2147483647.1053729148@dialin-145-254-053-210.arcor-ip.net> Hello, --Am Dienstag, 20. Mai 2003 10:14 Uhr +0200 schrieb Dirk Pape : > 1. wrong ISO-8859-1 encoding of outgoing From-headers with umlauts in it, > eg. in '"RT/MI (Sebastian L?ck)" ' the part > '"RT/MI (Sebastian L?ck)" ISO-8859-1?... brackets, hence MUAs fail to sort by email adresses. I fixed this one by myself in changing all occurrences (only 2 :-) of "encode_mimeword" to "encode_mimewords" in lib/RT/Action/SendEmail.pm I hope this does not break anything and qualifies as a "next release patch". Dirk. From jesse at bestpractical.com Fri May 23 16:45:45 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 23 May 2003 16:45:45 -0400 Subject: [rt-users] Remaining issues in RT 3.0.2's handling of international characters In-Reply-To: <2147483647.1053729148@dialin-145-254-053-210.arcor-ip.net> References: <2147483647.1053425674@[10.0.255.35]> <2147483647.1053729148@dialin-145-254-053-210.arcor-ip.net> Message-ID: <20030523204545.GG23719@fsck.com> > I fixed this one by myself in changing all occurrences (only 2 :-) of > "encode_mimeword" to "encode_mimewords" in lib/RT/Action/SendEmail.pm > > I hope this does not break anything and qualifies as a "next release patch". On reading of the docs, that doesn't sound _perfect_, but sounds a fair bit better than what we're doing now. Thanks. Applied as change #92 > Dirk. > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jfn at msc.com Fri May 23 16:53:46 2003 From: jfn at msc.com (Joseph Noonan) Date: Fri, 23 May 2003 15:53:46 -0500 (CDT) Subject: [rt-users] Command line in 3.0.1 ? Message-ID: <20030523154238.B17120@pcjfn.msc.com> I see references in the installation documents to something called rt_admin. I see a command named 'rt' user documentation. I can't find either of these things in the source tree. Can someone point me to it? Is is a separate password. I really, really, cannot be stuck with nothing but a web interface -- it'll turn me into a drooling idiot within a week! Thanks, -- Joseph F. Noonan Rigaku/MSC Inc. jfn at msc.com From talklists at index-s.de Fri May 23 17:29:30 2003 From: talklists at index-s.de (Stefan Seiz) Date: Fri, 23 May 2003 23:29:30 +0200 Subject: [rt-users] Disabling Web-interface languages / localization Message-ID: Hi, if I only want rt3 to display the webinterface in english, no matter what lang preference a users browser is set to, hat is the correct method of disabling all the other languages as .de and so on? PS: I'd rather like to see a per user language pref within RT and not have this being detected by the browser pref... -- Spamto: From ralexander at musiciansfriend.com Fri May 23 18:35:25 2003 From: ralexander at musiciansfriend.com (Ron Alexander) Date: 23 May 2003 15:35:25 -0700 Subject: [rt-users] Sorting search results by Owner NAME not ID Message-ID: <1053729325.977.59.camel@ronsBox> I didn't find anything in the archives or the manual. How would I go about this? Any ideas of where to start? Thanks for any pointers! -- /************************************************************ * Ron Alexander ralexander at musiciansfriend.com * * Programmer/Analyst Musician's Friend, Inc.* * Phone:(541)774-5362 http://www.musiciansfriend.com * ************************************************************/ From gamboa at infophil.com Sat May 24 00:11:20 2003 From: gamboa at infophil.com (alvn) Date: Sat, 24 May 2003 12:11:20 +0800 Subject: [rt-users] error in RT execution In-Reply-To: References: Message-ID: <3ECEF0E8.1080509@infophil.com> i got this problem before but i was able to figure it out. my RT WebUI is at http://hostname/rt instead of using VirtualHost as specified on the RT documentation, i created an Alias. here's my entry on httpd.conf: Alias /rt "/opt/rt3/share/html" AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason hope this helps. alv'n Mike Stanczyk wrote: > Yeah, I hit this one too. I *think* that you have a problem > in your apache configuration. > > I orginally installed RT3 to be on the root of webserver, > ie, http://demo/. I tried to move it to http://demo/rt and > started seeing wierd things including what you're seeing. > I gave up and moved RT3 back to the root. I wanted a working > RT3 more... > > On a guess, check the apache configuration for where the > location points, and check rt_siteconfig for where the root > points. It has to be blank for http://demo/ to work. Setting > the root to "/" will produce http://demo///. > > Your mileage will vary. > Mike > > On Wed, 21 May 2003, Veera_Dudala wrote: > > >>Hi, >> >> I have installed RT on my machine according to instruction specified in the manual. But when I execute the index.html, it is displaying the following screen in mozilla. could you please let me know what could be the problem?. >> >>My system configuration is >> >>P4, 1GB RAM, 40GB HDD, 1.8 GHz processor >>Redhat 9.0, Apache2 with mod_perl, RT3.0, Postgresql 7.3.2 >> >>Thanks >>Veera >> >> >>%# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explictly superceded by other copyright notices) %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# Unless otherwise specified, all modifications, corrections or %# extensions to this work which alter its source code become the %# property of Best Practical Solutions, LLC when submitted for %# inclusion in the work. %# %# %# END LICENSE BLOCK <& /Elements/Header, Title=>loc("RT at a glance"), Refresh => $session{'home_refresh_interval'} &> <& /Elements/Tabs, curre nt_toptab => '', Title=>loc("RT at a glance") &> >><& /Elements/MyTickets &> >><& /Elements/MyRequests &> <& /Elements/Quicksearch &> >><& /Elements/Refresh, Name => 'HomeRefreshInterval', Default => $session {'home_refresh_interval'} &> >><%init> if ( $ARGS{'q'} ) { my $query = $ARGS{'q'}; if ( $query =~ m/^\s*(\d+)\s*$/ ) { $m->redirect("$RT::WebPath/Ticket/Display.html?id=$1"); } $session{'tickets'} = RT::Tickets->new( $session{'CurrentUser'} ); if ( $query =~ m/\@/ ) { $session{'tickets'}->LimitRequestor( VALUE => $query, OPERATOR => '=', ); $m->redirect("$RT::WebPath/Search/Listing.html"); } # # Any search on queue name or subject will be for new/open tickets # only. # $session{'tickets'}->LimitStatus( VALUE => $_, OPERATOR => '=', ) for qw(open new); my $queue = RT::Queue->new( $session{'CurrentUser'} ); if ( $queue->Load($query) && $queue->Id ) { $session{'tickets'}->LimitQueue( VALUE => $queue->Id, OPERATOR => '=', ); $m->redirect("$RT::WebPath/Search/Listing.html"); } $session{'tickets'}->LimitSubject( VALUE => $query, OPERATOR => 'LIKE' ); $m->redirect("$RT::WebPath/Search/Listing.html"); } if ($ARGS{'HomeRefreshInterval'}) { $session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; } >>_______________________________________________ >>rt-users mailing list >>rt-users at lists.fsck.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 mat at mat.cc Sat May 24 03:12:29 2003 From: mat at mat.cc (Mathieu Arnold) Date: Sat, 24 May 2003 09:12:29 +0200 Subject: [rt-users] Re: [rt-announce] Development Snapshot 3.0.2++ In-Reply-To: <20030523202405.GF23719@fsck.com> References: <20030523202405.GF23719@fsck.com> Message-ID: <1421724.1053767549@cmantatzi.in.t-online.fr> +-le 23/05/03 16:24 -0400, Jesse Vincent ?crivait : | This isn't a formal pre-release of RT 3.0.3, but a snapshot that fixes | some of the utf8 issues in RT 3.0.2 that have been biting | western-european users. If you don't have utf8-issues that you need to | deal with ASAP, hold off a bit. | | | http://fsck.com/aegis/aegis.cgi/rt.3.0.C91.tar.gz?file at aetar+project@rt.3.0 | +change at 91 Are you sure of this link ? It only contains a Makefile and a Makefile.in with only a very small diff against 3.0.2 (about the doc-install target). -- Mathieu Arnold From jesse at bestpractical.com Sat May 24 03:24:14 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 24 May 2003 03:24:14 -0400 Subject: [rt-users] Re: [rt-announce] Development Snapshot 3.0.2++ In-Reply-To: <1421724.1053767549@cmantatzi.in.t-online.fr> References: <20030523202405.GF23719@fsck.com> <1421724.1053767549@cmantatzi.in.t-online.fr> Message-ID: <20030524072414.GK23719@fsck.com> On Sat, May 24, 2003 at 09:12:29AM +0200, Mathieu Arnold wrote: > > > +-le 23/05/03 16:24 -0400, Jesse Vincent ?crivait : > | This isn't a formal pre-release of RT 3.0.3, but a snapshot that fixes > | some of the utf8 issues in RT 3.0.2 that have been biting > | western-european users. If you don't have utf8-issues that you need to > | deal with ASAP, hold off a bit. > | > | > | http://fsck.com/aegis/aegis.cgi/rt.3.0.C91.tar.gz?file at aetar+project@rt.3.0 > | +change at 91 > > Are you sure of this link ? > It only contains a Makefile and a Makefile.in > with only a very small diff against 3.0.2 (about the doc-install target). We recently upgraded to aegis 4.11. There appears to be a bug in that download target. Give http://fsck.com/aegis/aegis.cgi/rt.3.C0.tar.gz?file at aetar+project@rt.3+change at 0 a shot > -- > Mathieu Arnold > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 talklists at index-s.de Sat May 24 09:08:28 2003 From: talklists at index-s.de (Stefan Seiz) Date: Sat, 24 May 2003 15:08:28 +0200 Subject: [rt-users] RT 3.02, Perl 5.6.1 and Unicode - any chance? Message-ID: Hi, first of all sorry for the cross post to both rt-lists. Wasn't sure which one is the appropriate one. I know the docs mention Unicode and perl 5.6.1 aren't going together well. Anyway, I almost have everything working. Emails sent to RT are properly encoded. Tickets created using Unicode (thai and german mixed for example) display well in the web-interface. My only problem is, emails sent from RT aren't encoded properly. For instance I have Set($EmailOutputEncoding , 'iso-8859-1'); and when I email a ticket which contains umlauts (???), they seem to be encoded in utf-8 but get sent with an iso-8859-1 header (as instructed by $EmailOutputEncoding). When I switch my Email-Client's Charset to utf-8, that message displays umlauts correctly. Given the above, I modified SendEmail.pm to constantly add a charset="utf-8" header - no matter what EmailOutputEncoding is set to. This is rather dirty, but fixed displaying emails correctly which contain umlauts and are sent from RT. However, as soon as had RT send an email which contained some THAI unicode chars, this of course didn't work. Neither the Thai characters nor the umlauts (which were in the same message) got displayed correctly in my mail-client. So my question is: Is there any chance of getting the Email-Encoding right while using Perl 5.6.1? I have tons of modules installed and wouldn't like to upgrade Perl to 5.8 if I can avoid it somehow. Thanks Stefan -- Spamto: -- DO NOT GIVE OUR ADDRESS TO THIRD PARTIES, WE HATE JUNK-MAIL _________________________________________________________________ Stefan Seiz | Fon +49 (0)700 STEFSEIZ | Fax +49 (0)7161 918699 Marstallstr. 32/1 | Mobile +49 (0)172 / 7103366 D-73033 G?ppingen | Germany | Spamto: bin at imd.net From jesse at bestpractical.com Sat May 24 18:18:38 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 24 May 2003 18:18:38 -0400 Subject: [rt-users] Re: [rt-devel] RT 3.02, Perl 5.6.1 and Unicode - any chance? In-Reply-To: References: Message-ID: <20030524221838.GL23719@fsck.com> On Sat, May 24, 2003 at 03:08:28PM +0200, Stefan Seiz wrote: > Hi, > > My only problem is, emails sent from RT aren't encoded properly. > > For instance I have Set($EmailOutputEncoding , 'iso-8859-1'); and when I > email a ticket which contains umlauts (???), they seem to be encoded in > utf-8 but get sent with an iso-8859-1 header (as instructed by > $EmailOutputEncoding). When I switch my Email-Client's Charset to utf-8, > that message displays umlauts correctly. Known bug. It's the "big" item I want to fix before 3.0.3. There's no way that mail containing both thai and german can be encoded as iso-8859-1, to the best of my knowledge. Should RT obey the user's wishes and garble mail or should it try to be "smart" and force it to utf-8? > > Given the above, I modified SendEmail.pm to constantly add a charset="utf-8" > header - no matter what EmailOutputEncoding is set to. This is rather dirty, > but fixed displaying emails correctly which contain umlauts and are sent > from RT. However, as soon as had RT send an email which contained some THAI > unicode chars, this of course didn't work. Neither the Thai characters nor > the umlauts (which were in the same message) got displayed correctly in my > mail-client. > > So my question is: > Is there any chance of getting the Email-Encoding right while using Perl > 5.6.1? There's a chance, but I can't promise anything. > I have tons of modules installed and wouldn't like to upgrade Perl to 5.8 if > I can avoid it somehow. > > Thanks > Stefan > > -- > > Spamto: > > > -- > DO NOT GIVE OUR ADDRESS TO THIRD PARTIES, WE HATE JUNK-MAIL > _________________________________________________________________ > Stefan Seiz | Fon +49 (0)700 STEFSEIZ > | Fax +49 (0)7161 918699 > Marstallstr. 32/1 | Mobile +49 (0)172 / 7103366 > D-73033 G?ppingen | > Germany | Spamto: bin at imd.net > > _______________________________________________ > rt-devel mailing list > rt-devel at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-devel -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From TalkLists at index-s.de Sat May 24 18:58:58 2003 From: TalkLists at index-s.de (Stefan Seiz) Date: Sun, 25 May 2003 00:58:58 +0200 Subject: [rt-users] Re: [rt-devel] RT 3.02, Perl 5.6.1 and Unicode - any chance? In-Reply-To: <20030524221838.GL23719@fsck.com> Message-ID: On 25.5.2003 0:18 Uhr, Jesse Vincent wrote: >> For instance I have Set($EmailOutputEncoding , 'iso-8859-1'); and when I >> email a ticket which contains umlauts (???), they seem to be encoded in >> utf-8 but get sent with an iso-8859-1 header (as instructed by >> $EmailOutputEncoding). When I switch my Email-Client's Charset to utf-8, >> that message displays umlauts correctly. > > Known bug. It's the "big" item I want to fix before 3.0.3. There's no > way that mail containing both thai and german can be encoded as > iso-8859-1, to the best of my knowledge. Should RT obey the user's > wishes and garble mail or should it try to be "smart" and force it to > utf-8? Definitely it should use utf-8. Tere is no way this'd work in iso-8859-1. I only meant since it didn't seem to be iso in my case but rather utf-8 with a wrong header, i expected it could have worked. When you say "known bug", is there any place i can broswse those known bugs so i don't ask the list if it is known? >> So my question is: >> Is there any chance of getting the Email-Encoding right while using Perl >> 5.6.1? > > There's a chance, but I can't promise anything. Ok, thanks Jesse! I knock on wood (actually aluminium in the moment) ;-) -- Stefan Seiz Spamto: From ron.gidron at shunra.com Sun May 25 04:54:19 2003 From: ron.gidron at shunra.com (Ron Gidron) Date: Sun, 25 May 2003 10:54:19 +0200 Subject: [rt-users] RTFM - Extract Article Problem In-Reply-To: Message-ID: First off sorry for double posting but I haven't been on either list for a while and I wasn't sure were to direct my RTFM related question. I have easily installed RTFM 2.0 beta 6 (This was the version I found on the web site) on top of an RT 3.0.0 installation (running perfectly on a Linux box with all the usual configurations + some minor modifications that we made to the GUI for our very specific needs). so RTFM installed flawlessly and I created one test CLASS with 3 customer fields and gave full permissions to everybody (just checking the installation). my problem is that when I choose "Extract Article" from an RT Ticket I get the class selection fine but after this in the Extract Article XX into Class XX form All the select boxes (on the left side of each update) are empty (rather there is only a single option "-"). Has anyone seen this before? can I have some quick pointers please? Cheers Ron From jesse at bestpractical.com Sun May 25 12:47:32 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 25 May 2003 12:47:32 -0400 Subject: [rt-users] Re: [rt-devel] RTFM - Extract Article Problem In-Reply-To: References: Message-ID: <20030525164732.GN23719@fsck.com> > and I created one test CLASS with 3 customer fields and gave full > permissions to everybody (just checking the installation). my problem is > that when I choose "Extract Article" from an RT Ticket I get the class > selection fine but after this in the Extract Article XX into Class XX form > All the select boxes (on the left side of each update) are empty (rather > there is only a single option "-"). As is mentioned in the docs, that select box ONLY lists "FreeformText" custom fields for the class you've selected. > > Has anyone seen this before? can I have some quick pointers please? > > Cheers > Ron > > > _______________________________________________ > rt-devel mailing list > rt-devel at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-devel -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From autrijus at autrijus.org Sun May 25 15:16:41 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Mon, 26 May 2003 03:16:41 +0800 Subject: [rt-users] Disabling Web-interface languages / localization In-Reply-To: References: Message-ID: <20030525191641.GA18210@not.autrijus.org> On Fri, May 23, 2003 at 11:29:30PM +0200, Stefan Seiz wrote: > if I only want rt3 to display the webinterface in english, no matter what > lang preference a users browser is set to, hat is the correct method of > disabling all the other languages as .de and so on? If Jesse merges the @RT::LexiconLanguages chunk from my branch, simply adding this line in your RT_SiteConfig.pm: @LexiconLanguages = ('en'); will do the trick. > PS: I'd rather like to see a per user language pref within RT and not have > this being detected by the browser pref... Hacking together $User->Lang support to rt/html/User/Prefs.html and rt/lib/RT/CurrentUser.pm should be straightforward; patches welcome. :) 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 jaq at spacepants.org Mon May 26 02:30:37 2003 From: jaq at spacepants.org (Jamie Wilkinson) Date: Mon, 26 May 2003 16:30:37 +1000 Subject: [rt-users] custom scrip actions Message-ID: <20030526063037.GA20364@spacepants.org> What do the boxes "Custom condition" and "Custom action preparation code" and "Custom action cleanup code" take as input? Is this raw perl code that gets evaled? If so, can I use the usual RT ticket variables? (and aside to that, is there some canonical location that I can see what information is available to me?) -- jaq at spacepants.org http://spacepants.org/jaq.gpg From acmeyer at web.de Mon May 26 02:52:36 2003 From: acmeyer at web.de (acmeyer at web.de) Date: Mon, 26 May 2003 08:52:36 +0200 Subject: [rt-users] bulk setup and external auth. Message-ID: <200305260652.h4Q6qaQ13672@mailgate5.cinetic.de> Hi to all of you, I've set up a rt-box and it works very well so far. Now I'm having a couple of questions. 1.) Is there any way to import a csv file with users into rt? I've to manage nearly 150 users and it is very ugly to set them up by hand :-( 2.) In rt 2.x there were tools for using LDAP. Is there a way to authorise the users with LDAP in rt 3 or better to import them in rt3 from a LDAP source such as Lotus Notes? Would also resolve the import problem. :-) Any help and glues are very welcome. My Configuration: SuSE 8.2 rt 3.0.2 mysql 4.0.x apache 1.3.27 modperl1 Arne --? Whenever you think things can't go even more worse, someone stupid shows you the opposite... From stewart.james at vu.edu.au Mon May 26 03:13:12 2003 From: stewart.james at vu.edu.au (Stewart James) Date: Mon, 26 May 2003 17:13:12 +1000 (EST) Subject: [rt-users] bulk setup and external auth. In-Reply-To: <200305260652.h4Q6qaQ13672@mailgate5.cinetic.de> References: <200305260652.h4Q6qaQ13672@mailgate5.cinetic.de> Message-ID: > > 2.) In rt 2.x there were tools for using LDAP. Is there a way to authorise the users with LDAP in rt 3 or better to import them in rt3 from a LDAP source such as Lotus Notes? Would also resolve the import problem. :-) Check the archives, I sent some stuff for authorising users based on some of the rt2 stuff for rt3. rtimport was able to import data for rt3 from LDAP with minor changes. Cheers, Stewart From frezza at narod.ru Mon May 26 04:07:49 2003 From: frezza at narod.ru (Michael Stepanov) Date: Mon, 26 May 2003 12:07:49 +0400 (MSD) Subject: [rt-users] Troubles with method 'POST' Message-ID: <3ED1CB55.000007.05749@camay.yandex.ru> Hello all, I've installed RT version 2.0.15 as it's described into the 'RT/FM Installation Guide'. But I have a problem with access to the data which were pass via web form by method 'POST'. In this case, I can not retrieve any data from a hash %ARGS or section <%ARGS><%/ARGS>. If I change form method on 'GET' then all are working correct. Maybe someone has got the same problem and can help me. Thanks in advance. ---- Michael From anders.ekstrand at drutt.com Mon May 26 04:56:51 2003 From: anders.ekstrand at drutt.com (Anders Ekstrand) Date: Mon, 26 May 2003 10:56:51 +0200 Subject: [rt-users] Deleted tickets counted but not shown Message-ID: <605509268B2AE24D8A2D44136CADEC5F42643B@gemini.drutt.net> If I do a search with the Queue as the only search criteria, deleted tickets are not shown among the results, but they are counted for in the "Found n tickets"-line. Is this a known misbehaviour? Regards - Anders -------------- next part -------------- An HTML attachment was scrubbed... URL: From stefanp at edo.uni-dortmund.de Mon May 26 07:42:44 2003 From: stefanp at edo.uni-dortmund.de (Stefan Pampel) Date: Mon, 26 May 2003 13:42:44 +0200 Subject: [rt-users] ticket creation Message-ID: <3ED1FDB4.A86F56B1@edo.uni-dortmund.de> Hi.. I have problems setting up the rt-mailgate. I installed Postfix as MailDaemon and inserted rt: "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://localhost/" rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action comment --url http://localhost/" into /etc/aliases as described in the manual. mailforwarding works for other users (test: someuser for example), but not for rt/rt-comment. when i send a mail to rt at ip or rt-comment at ip there does not appear a ticket in the general-queue (after initial installation) will i have to configure something first or should it work that way? -Stefan From stefanp at edo.uni-dortmund.de Mon May 26 07:44:23 2003 From: stefanp at edo.uni-dortmund.de (Stefan Pampel) Date: Mon, 26 May 2003 13:44:23 +0200 Subject: [rt-users] irc Message-ID: <3ED1FE17.F9F6A9C4@edo.uni-dortmund.de> Hi rt-users, is there a rt-irc-channel somewhere? -Stefan From Malek.Shabou at nic.fr Mon May 26 09:29:07 2003 From: Malek.Shabou at nic.fr (Malek Shabou) Date: Mon, 26 May 2003 15:29:07 +0200 Subject: [rt-users] probleme with POST Message-ID: <20030526132907.GA17494@fairuz.nic.Fr> Hi, i have installed rt-3.0.2 on a tru64, rt don't recive the CGI variables when using POST methode., the probleme is these variables are now visibule in the httpd access.log ex: rt.nic.fr fairuz.nic.fr - - [26/May/2003:15:17:11 +0200] "POST /index.html HTTP/1.1" 200 2118 0 rt.nic.fr fairuz.nic.fr - - [26/May/2003:15:17:11 +0200] "user=dsdsd&pass=sdsdGET /NoAuth/webrt.css HTTP/1.1" 200 6929 0 any idea ?? -- Malek Shabou E-mail: nic at nic.fr AFNIC Tel: +33 1 39 30 83 00 Immeuble international, 2 rue Stephenson Fax: +33 1 39 30 83 01 Saint-Quentin-En-Yvelines 78180 Montigny-Le-Bretonneux ### Utiliser http://www.nic.fr/zonecheck/ pour verifier vos domaines ### From pape-rt at inf.fu-berlin.de Mon May 26 12:41:38 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Mon, 26 May 2003 18:41:38 +0200 Subject: [rt-users] [rt-announce] Development Snapshot 3.0.2++ In-Reply-To: <20030523202405.GF23719@fsck.com> References: <20030523202405.GF23719@fsck.com> Message-ID: <2147483647.1053974498@[10.0.255.35]> Hello Jesse, --Am Freitag, 23. Mai 2003 16:24 Uhr -0400 schrieb Jesse Vincent : > This isn't a formal pre-release of RT 3.0.3, but a snapshot that fixes > some of the utf8 issues in RT 3.0.2 that have been biting > western-european users. If you don't have utf8-issues that you need to > deal with ASAP, hold off a bit. > I have still the same issues as decribed earlier and I can now fuzzily reproduce them (see below) >From an earlier posting of mine: > So I start with my config: > > RT: Version 3.0.2++ > OS: Debian Linux Woody > Apache: 1.3.26 with SSL > Modperl: 1 > DBS. mysql 3.23 > Perl: 5.8.0 > sbin/rt-testdepedencies happy with all installed perl-libs > > my issues (please add your's and your comments): > > 2. from time to time incoming (non-utf8) Email will not be converted any > more to utf8. It will though be marked as being converted, but in real > contain ISO-character-encodings. I have to be vague here, because I > cannot reproduce any trigger of this behaviour. But if this happens, it > seems to stick for one apache process. httpd.conf: ... SSLEnable AddDefaultCharset UTF-8 order allow,deny allow from all PerlRequire /export/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason ... RT_Siteconfig: ... @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless (@EmailInputEncodings); Set($EmailOutputEncoding , 'iso-8859-15'); ... REPRODUCTION OF PROBLEM: I attach a digest with mails I send one after another to the rt-system and they get queued into one queue, each as a new ticket. The first two tickets are displayed correctly. After the third or fourth ticket arrived, the subject field in the web display (ticket history is garbled and shows "Subject: test ??????????????????? " (The concrete garbage depend on the browser you use to display. BUT: If you go to the "The Basics" panel, the subject shows ok. So does the subject of the Auto-Reply the user receives per Email. If I do further send the same message (I sometimes varied the number of line breaks at the end of the message), I arrive to different states, in arbitrary order: A) Some of the messages arrive intact B) Some of the messages have garbled subjects C) Some of the messages have garbled bodies (This then also applies to the autoreplies which cite the body by including Transaction->Content into the message. I even observed the case that there was an alternation (Ticket 2n => garbled Subject, Ticket 2n+1 => garbled body) So you might be able to reprduce the thing at your site. If not I will be glad to provide you with further infos you need (queue config, scrips a.s.o) Regards, Dirk. From pape-rt at inf.fu-berlin.de Mon May 26 14:50:36 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Mon, 26 May 2003 20:50:36 +0200 Subject: [rt-users] [rt-announce] Development Snapshot 3.0.2++ In-Reply-To: <2147483647.1053974498@[10.0.255.35]> References: <20030523202405.GF23719@fsck.com> <2147483647.1053974498@[10.0.255.35]> Message-ID: <2147483647.1053982235@otdial-212-144-011-024.arcor-ip.net> Hello, here is the digest I forgot to attach. And I also forgot to say, that these were the only messages after a restart of apache. The messages in the digest are the copies which I - for testing purpose - allways queue into a mailbox just befor it is queued via rt-mailgate into the rt-system. --Am Montag, 26. Mai 2003 18:41 Uhr +0200 schrieb Dirk Pape : > I attach a digest with mails I send one after another to the rt-system > and they get queued into one queue, each as a new ticket. -------------- next part -------------- An embedded message was scrubbed... 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Date: Mon, 26 May 2003 18:14:24 +0200 Size: 1765 URL: -------------- next part -------------- An embedded message was scrubbed... From: Dirk Pape Subject: test ????????? Date: Mon, 26 May 2003 18:15:26 +0200 Size: 1766 URL: From pape-rt at inf.fu-berlin.de Mon May 26 16:06:43 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Mon, 26 May 2003 22:06:43 +0200 Subject: [rt-users] [rt-announce] Development Snapshot 3.0.2++ In-Reply-To: <2147483647.1053974498@[10.0.255.35]> References: <20030523202405.GF23719@fsck.com> <2147483647.1053974498@[10.0.255.35]> Message-ID: <757795791.1053986803@localhost> Hello Jesse, --Am Montag, 26. Mai 2003 18:41 Uhr +0200 schrieb Dirk Pape : > I have still the same issues as decribed earlier and I can now fuzzily > reproduce them (see below) I have thoroughly reviewed my configuration and wonder if my problem is related to my apache virtual server configs: I have set up two virtual servers for RT3, one is serving the web via https and the other listens on localhost:80 and only serves the exim forwards to rt-mailgate. I set this up long time ago to avoid SSL-encoding on the localhost connection. >From other postings regarding running RT2 and RT3 on the same site I remember now there were problems mentioned if using mod_perl and I wonder if I ran into the same problem here. I will now set up perl and exim to forward into the same virtual server, shut down the localhost server and try to reproduce the problem. If this is the cause, what would you suggest? A) serving localhost:80 with another true apache instance B) having rt-mailgate connect via https to the same VirtualServer serving the web Dirk. Dirk. From lieven.tomme at aquanta.com Mon May 26 17:09:15 2003 From: lieven.tomme at aquanta.com (Lieven Tomme) Date: Mon, 26 May 2003 23:09:15 +0200 Subject: [rt-users] bplogo.gif not showing in RT 3..0.2 Message-ID: <26E88279F15AB844B59F28372ECDA2F917CD92@watergate.hydrogen.aquanta.com> Upon browsing to my domain where RT can be accessed, say http://mydomain, I get the login prompt, but not the image on the top left of the page, having the following properties: http://mydomain/NoAuth/images//bplogo.gif Since the above URL is perfectly visible by entering in a browser address bar, I suspect this might have something to do with Mason, although I am not familiar with this. The FAQ doesn't make me wiser regarding this, and neither do the mailing lists (unless I am overlooking things). So I would appreciate your help. FYI, my RT_SiteConfig.pm contains the following: Set($WebPath , ""); Set($WebBaseURL , http://mydomain); Set($WebURL , $WebBaseURL . $WebPath . "/"); Set($WebImagesURL , $WebURL . "NoAuth/images/"); Set($LogoURL , $WebImagesURL . "rt.jpg"); File permissions are set to the httpd owner/group: ]# ls -l /opt/rt3/share/html/NoAuth/images/bplogo.gif -rw-r--r-- 1 nobody nobody 825 May 13 02:31 /opt/rt3/share/html/NoAuth/images/bplogo.gif Many thanks, and kind regards, Lieven -------------- next part -------------- An HTML attachment was scrubbed... URL: From adam at axisproductions.com Mon May 26 21:17:48 2003 From: adam at axisproductions.com (Adam Herscher) Date: Mon, 26 May 2003 18:17:48 -0700 (PDT) Subject: [rt-users] rt/mysql crashes [known cause?] Message-ID: Greetings, I'm running rt 3.0.2pre6 (apache+mod_perl) and mysql 4.0.13, both on openbsd 3.2. After clicking through the web interface for several minutes, rt would become unable to generate pages, and would log the following error: [Mon May 26 23:46:31 2003] [warning]: DBI->connect(dbname=rt3;host=x.x.x.x;port=3306) failed: Too many connections at /usr/local/libdata/perl5/site_perl/DBIx/SearchBuilder/Handle.pm line 119 (/usr/local/rt/lib/RT.pm:226) Restarting apache would clear up the connections, but then (after the httpd restart) the mysql process would begin to spin out of control: PID USERNAME PRI NICE SIZE RES STATE WAIT TIME CPU COMMAND 1921 mysql 64 0 62M 21M run - 1:51 99.02% mysqld I found the following threads which seem to describe the same problem: http://lists.fsck.com/pipermail/rt-devel/2002-October/002581.html http://lists.fsck.com/pipermail/rt-devel/2002-November/002773.html After adding Stanislav Sinyagin's recommended DESTROY() subroutine to SearchBuilder 0.82's Handle.pm, rt/apache no longer leave open stale database connections (which were eventually reaching the mysql default max value of 100 -- then resulting in the crashes). It's too soon to tell whether any new problems have cropped up since the addition, but I'm keeping an eye out. It's hard to tell what conditions must be met to trigger this bug, but between the threads above and my experience, it's occurred on at least openbsd, freebsd, and debian linux with varying software versions. Jesse & team, what are your thoughts? Regards, - Adam From gonzalo at linuxaus.com Tue May 27 00:04:46 2003 From: gonzalo at linuxaus.com (Gonzalo Servat) Date: Tue, 27 May 2003 14:04:46 +1000 Subject: [rt-users] Incorrect time in mysql db? Message-ID: <60617964.1054044286@[192.168.10.5]> Hi All My apologies if this has been discussed before. I google'd and searched the mailing list archives and couldn't find an answer to my problem. I'm running RT 3.0.0. I have the Timezone setting set in RT_Config.pm to Australia/Sydney, and all the times in the RT webUI are correct. However, for some strange reason the times in the actual MySQL DB are totally wrong. For example, I replied to a ticket and the RT webUI shows 13:47:09 which is correct, but in the 'Transactions' table of the RT database shows '03:47:09'. It seems to me like something in the process is set to GMT (should be GMT+10). Any ideas? TIA! Regards, Gonzalo. From jesse at bestpractical.com Tue May 27 00:11:05 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 27 May 2003 00:11:05 -0400 Subject: [rt-users] Incorrect time in mysql db? In-Reply-To: <60617964.1054044286@[192.168.10.5]> References: <60617964.1054044286@[192.168.10.5]> Message-ID: <20030527041105.GR23719@fsck.com> All times inside RT are stored as GMT. On Tue, May 27, 2003 at 02:04:46PM +1000, Gonzalo Servat wrote: > Hi All > > My apologies if this has been discussed before. I google'd and searched the > mailing list archives and couldn't find an answer to my problem. > > I'm running RT 3.0.0. I have the Timezone setting set in RT_Config.pm to > Australia/Sydney, and all the times in the RT webUI are correct. However, > for some strange reason the times in the actual MySQL DB are totally wrong. > For example, I replied to a ticket and the RT webUI shows 13:47:09 which is > correct, but in the 'Transactions' table of the RT database shows > '03:47:09'. It seems to me like something in the process is set to GMT > (should be GMT+10). Any ideas? > > TIA! > > Regards, > Gonzalo. > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 gonzalo at linuxaus.com Tue May 27 00:15:12 2003 From: gonzalo at linuxaus.com (Gonzalo Servat) Date: Tue, 27 May 2003 14:15:12 +1000 Subject: [rt-users] Incorrect time in mysql db? In-Reply-To: <20030527041105.GR23719@fsck.com> References: <60617964.1054044286@[192.168.10.5]> <20030527041105.GR23719@fsck.com> Message-ID: <61244685.1054044912@[192.168.10.5]> On 27/05/2003 12:11 AM -0400 Jesse Vincent wrote: > All times inside RT are stored as GMT. Ahh, right! That makes sense. The reason why I started to look into this is because I'll reply to a ticket, then the requestor replies, then I respond again and the requestor responds again. Now, sometimes the date is wrong on their ticket and MY previous response is the most up-to-date as far as RT is concerned, when in fact the requestor was the last one to respond. If you look at the history, you can see THEIR email which was a response to my last reply and is infact above my reply, not below. RT wouldn't set the time from the users email, would it? it would use it's own local time I would think which doesn't make sense as to why it would set an older time on the newest ticket. Regards, Gonzalo. From pape-rt at inf.fu-berlin.de Tue May 27 03:17:48 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Tue, 27 May 2003 09:17:48 +0200 Subject: [rt-users] [rt-announce] Development Snapshot 3.0.2++ In-Reply-To: <757795791.1053986803@localhost> References: <20030523202405.GF23719@fsck.com> <2147483647.1053974498@[10.0.255.35]> <757795791.1053986803@localhost> Message-ID: <2147483647.1054027068@[10.0.255.35]> --Am Montag, 26. Mai 2003 22:06 Uhr +0200 schrieb Dirk Pape : > I will now set up perl and exim to forward into the same virtual server, > shut down the localhost server and try to reproduce the problem. the problem persisted after this change (using the same virtual server for mail-gateway and web display). Dirk. From acmeyer at web.de Tue May 27 03:20:16 2003 From: acmeyer at web.de (Arne-Christian Meyer) Date: Tue, 27 May 2003 09:20:16 +0200 Subject: [rt-users] bulk setup and external auth. Message-ID: <200305270720.h4R7KGQ17217@mailgate5.cinetic.de> "Scott A. McIntyre" schrieb am 26.05.03 09:13:25: > > > > --On Monday, May 26, 2003 08:52 +0200 acmeyer at web.de wrote: > > > Hi to all of you, > > > > I've set up a rt-box and it works very well so far. Now I'm having a > > couple of questions. > > > > 1.) Is there any way to import a csv file with users into rt? I've to > > manage nearly 150 users and it is very ugly to set them up by hand :-( > > > > You'd have to take the CSV data and wrap it / push it though > $RTHOME/bin/rt-admin, which allows you to create and modify users, queues, > etc....however, I've never had it working right. > > Regards, > > Scott > Hi Scott, thanks for that idea.... but where the heck is the tool? I installed the 3.0.2 version, but I can't find rt-admin in $RTHOME/bin? Am I missing something or was it removed in RT 3? My Configuration: SuSE 8.2 rt 3.0.2 mysql 4.0.13 apache 1.3.27 modperl1 1.27 Arne -- Whenever you think things can't go even more worse, someone stupid shows you the opposite... From frezza at narod.ru Tue May 27 04:59:58 2003 From: frezza at narod.ru (Michael Stepanov) Date: Tue, 27 May 2003 12:59:58 +0400 (MSD) Subject: [rt-users] Troubles with method 'POST' Message-ID: <3ED3290E.000001.19649@ariel.yandex.ru> Hi all, I found solution for resolve my problem with method POST. The problem is in using mod_perl and CGI together. I found this information in the diffent places of mail list and I think that will be useful include this patch in the FAQ. 1) do following changes in the webmux.pl: -use HTML::Mason::ApacheHandler (args_method => 'CGI'); +use HTML::Mason::ApacheHandler; 2) do following changes in the lib/RT/Interface/Web.pm sub NewMason11ApacheHandler: -args_method => 'CGI' +args_method => 'mod_perl' 3) applay a patch to the /lib/RT/Interface/Web.pm [batch]# patch Web.pm rt2_patch It will permit to work with mod_perl and CGI together. Another solution, which I founded, is using FastCGI instead of mod_perl. Source: http://lists.fsck.com/pipermail/rt-users/2002-September/010055.html http://lists.fsck.com/pipermail/rt-devel/2002-February/002079.html Software: Red Hat 8.0, Apache 1.3.23, mod_perl 1.26 and RT 2.0.15 I hope that it will be useful for many users of RT. ------- Best regards, Michael -------------- next part -------------- A non-text attachment was scrubbed... Name: rt2_patch Type: application/octet-stream Size: 2190 bytes Desc: not available URL: From vania.goncalves at mainroad.pt Tue May 27 10:31:55 2003 From: vania.goncalves at mainroad.pt (Vania Guiomar Goncalves) Date: Tue, 27 May 2003 15:31:55 +0100 Subject: [rt-users] Language problems Message-ID: <65399BAEB943DD439A90FDD678B695BE09AC88@oer01mrex01.mainroad.it> Hi, I've installed version 3 of RT. I found that it automatically detects the language to use depending of the configuration of the browser... For most of my users it sometimes the web interface appears in English, Spanish or Portuguese. I don't want this... i want the language to default to english no matter the browser options. Is there any way to do that? I've searched everything and haven't found it... Thanks. From mick at onramp.ca Tue May 27 10:38:03 2003 From: mick at onramp.ca (Mick Szucs) Date: 27 May 2003 10:38:03 -0400 Subject: [rt-users] RT3 bug? - error on search against multiple ticket statuses Message-ID: <1054046283.2824.39.camel@hal9000.internal.onramp.ca> Seeing an error when performing a search against multiple statuses (stati?) in RT3, mod_perl 1.99, HTML::Mason 1.20, Storable 2.07 - The short version: --- error: Assertion flags == 0 failed: file "Storable.xs", line 2342 at blib/lib/Storable.pm (autosplit into blib/lib/auto/Storable/_freeze.al) line 282. Stack: [blib/lib/Storable.pm (autosplit into blib/lib/auto/Storable/_freeze.al):282] [blib/lib/Storable.pm (autosplit into blib/lib/auto/Storable/nfreeze.al):270] [/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm:21] [/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:507] [/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:462] [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:1050], at /usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm line 21 --- More if anyone needs it or is interested. The search results ARE returned successfully - this error appears beneath them. Can anyone with a similar setup confirm whether or not they're seeing this? Redhat 9. Many thanks, -- Mick Szucs Onramp Network Services Inc. From jesse at bestpractical.com Tue May 27 12:16:03 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 27 May 2003 12:16:03 -0400 Subject: [rt-users] RT3 bug? - error on search against multiple ticket statuses In-Reply-To: <1054046283.2824.39.camel@hal9000.internal.onramp.ca> References: <1054046283.2824.39.camel@hal9000.internal.onramp.ca> Message-ID: <20030527161603.GS23719@fsck.com> That's not an RT error. Looks like you've got a bad Storable. On Tue, May 27, 2003 at 10:38:03AM -0400, Mick Szucs wrote: > Seeing an error when performing a search against multiple statuses > (stati?) in RT3, mod_perl 1.99, HTML::Mason 1.20, Storable 2.07 - > > The short version: > > --- > error: > Assertion flags == 0 failed: file "Storable.xs", line 2342 at blib/lib/Storable.pm (autosplit into blib/lib/auto/Storable/_freeze.al) line 282. > > Stack: > [blib/lib/Storable.pm (autosplit into blib/lib/auto/Storable/_freeze.al):282] > [blib/lib/Storable.pm (autosplit into blib/lib/auto/Storable/nfreeze.al):270] > [/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm:21] > [/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:507] > [/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:462] > [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:1050], at /usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm line 21 > --- > > More if anyone needs it or is interested. > > The search results ARE returned successfully - this error appears > beneath them. > > Can anyone with a similar setup confirm whether or not they're seeing > this? Redhat 9. > > Many thanks, > -- > Mick Szucs > Onramp Network Services Inc. > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From mick at onramp.ca Tue May 27 13:01:38 2003 From: mick at onramp.ca (Mick Szucs) Date: 27 May 2003 13:01:38 -0400 Subject: [rt-users] RT3 bug? - error on search against multiple ticket statuses In-Reply-To: <20030527161603.GS23719@fsck.com> References: <1054046283.2824.39.camel@hal9000.internal.onramp.ca> <20030527161603.GS23719@fsck.com> Message-ID: <1054054898.2824.62.camel@hal9000.internal.onramp.ca> On Tue, 2003-05-27 at 12:16, Jesse Vincent wrote: > That's not an RT error. Looks like you've got a bad Storable. Thanks, Jesse. Tried 2.05, 2.06 and 2.07 - all generate the same result. Something to do with Redhat 9 perhaps? Any other Redhat 9 users seeing this? Thanks, -- Mick Szucs Onramp Network Services Inc. From taz at weldre5j.k12.co.us Tue May 27 13:39:26 2003 From: taz at weldre5j.k12.co.us (Travis Zadikem) Date: Tue, 27 May 2003 11:39:26 -0600 Subject: [rt-users] Upgraded from 2.1.71 to 3-0-2 fails Message-ID: <06ab01c32476$eb6bfe90$2b0e1fac@tazlaptop> Ok, I get the tar file untarred and ran configure and then did a make upgrade. It did a bunch of stuff and then told me to do the following: For each file in that directory whose name is greater than your previously installed RT version, run: /opt/rt3/sbin/rt-setup-database --action insert --datafile etc/upgrade/ I checked the directory and there is a file in there 2.1.71 so I run what it says, but to start with there IS no sbin in /opt/rt3. So, I copied the one from the tar there. and now when I run the command from above I get the following error: Can't locate Locale/Maketext.pm in @INC (@INC contains: /opt/rt3/lib /usr/lib/perl5/5.6.1/i386-linux /usr/lib/perl5/5.6.1 /usr/lib/perl5/site_perl/5.6.1/i386-linux /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.6.1/i386-linux /usr/lib/perl5/vendor_perl/5.6.1 /usr/lib/perl5/vendor_perl .) at /opt/rt3/lib/RT/I18N.pm line 33. BEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line 33. Compilation failed in require at /opt/rt3/lib/RT.pm line 29. BEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 29. Compilation failed in require at /root/rt-3-0-2/sbin/rt-setup-database line 36. BEGIN failed--compilation aborted at /root/rt-3-0-2/sbin/rt-setup-database line 36. any ideas? I was expected an upgrade to be such a pain. :):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):) Travis Zadikem, Systems Administrator Weld School District Re-5j Administration Building -------------- next part -------------- An HTML attachment was scrubbed... URL: From rms at 1407.org Tue May 27 14:44:17 2003 From: rms at 1407.org (Rui Miguel Seabra) Date: 27 May 2003 18:44:17 +0000 Subject: [rt-users] problem with authentication Message-ID: <1054061057.16671.175.camel@roque> Hello, I've made my first installation of Request Tracker (and I've got version 3.0.2). I've started from a relatively minimal installation of RedHat 7.3, and from then on I satisfied all dependencies needed (I didn't notice any failure here). Perl, apache and modperl are "as provided" by RedHat, and I'm using PostgreSQL as the database backend. I copied RT_Config.pm to RT_SiteConfig.pm what seemed appropriate. Weird things: 1) nothing shows up on log even though I have: Set($LogToSyslog, 'debug'); Set($LogToScreen, 'debug'); Set($LogToFile, 'debug'); Set($LogToFileNamed, '/opt/rt-3.0.2/var/log/rt.log'); 2) users seem to have _serious_ problems a) I can't change passwords (even root's) If I change the password, I will no longer be able to log on. Authentication _always_ fails (nothing on logs, not even apache's -- except for the GET's and POST's) b) giving up changing the default password (since this is only tests on a non networked machine), I create a user and give it the password 'ola123' (without quotes). This user _fails_ authentication. Going back to the root user, I try to see the list of users... The created users _is_not_listed_. I think it's probably a bug, so I try to create it again: _surprise_: "Name in use" Looking at the database, the user is clearly there. I don't recognise the crypt method, which one is it? It doesn't seem to be md5, but it's not crypt either, so I can't even change the database value "by hand" in order to make tests. Is there something I could have screwed up that would cause this, or is this a know bug? If so, anyone know if it's corrected on CVS head so I can at least try it out? Regards and thanks in advance, Rui -- + No matter how much you do, you never do enough -- unknown + Whatever you do will be insignificant, | but it is very important that you do it -- Gandhi + So let's do it...? Please AVOID sending me WORD, EXCEL or POWERPOINT attachments. See http://www.fsf.org/philosophy/no-word-attachments.html -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From rms at 1407.org Tue May 27 14:49:44 2003 From: rms at 1407.org (Rui Miguel Seabra) Date: 27 May 2003 18:49:44 +0000 Subject: [rt-users] Upgraded from 2.1.71 to 3-0-2 fails In-Reply-To: <06ab01c32476$eb6bfe90$2b0e1fac@tazlaptop> References: <06ab01c32476$eb6bfe90$2b0e1fac@tazlaptop> Message-ID: <1054061383.16671.178.camel@roque> On Tue, 2003-05-27 at 17:39, Travis Zadikem wrote: > Can't locate Locale/Maketext.pm in @INC (@INC contains: /opt/rt3/lib perl has quite legible error messages. Did you install Locale::Maketext? You'll also need to install I18N::LangTags before Locale::MakeText... Regards, Rui -- + No matter how much you do, you never do enough -- unknown + Whatever you do will be insignificant, | but it is very important that you do it -- Gandhi + So let's do it...? Please AVOID sending me WORD, EXCEL or POWERPOINT attachments. See http://www.fsf.org/philosophy/no-word-attachments.html -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Tue May 27 14:39:11 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 27 May 2003 14:39:11 -0400 Subject: [rt-users] Upgraded from 2.1.71 to 3-0-2 fails In-Reply-To: <06ab01c32476$eb6bfe90$2b0e1fac@tazlaptop> References: <06ab01c32476$eb6bfe90$2b0e1fac@tazlaptop> Message-ID: <20030527183911.GT23719@fsck.com> 2.1.71 was well before RT 3.0.0 was released. To do it right, you really need to comb through all the release announcements between then and now and make sure you follow any and all special instructions about database upgrades or changes. Additionally, if you don't have Locale::Maketext installed, that means you didn't actually follow step 3 of the upgrade process. Step 3 describes how to satisfy RT's perl dependencies. Jesse On Tue, May 27, 2003 at 11:39:26AM -0600, Travis Zadikem wrote: > Ok, I get the tar file untarred and ran configure and then did a make upgrade. It did a bunch of stuff and then told me to do the following: > For each file in that directory whose name is greater than > your previously installed RT version, run: > /opt/rt3/sbin/rt-setup-database --action insert --datafile etc/upgrade/ > I checked the directory and there is a file in there 2.1.71 so I run what it says, but to start with there IS no sbin in /opt/rt3. So, I copied the one from the tar there. and now when I run the command from above I get the following error: > > Can't locate Locale/Maketext.pm in @INC (@INC contains: /opt/rt3/lib /usr/lib/perl5/5.6.1/i386-linux /usr/lib/perl5/5.6.1 /usr/lib/perl5/site_perl/5.6.1/i386-linux /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.6.1/i386-linux /usr/lib/perl5/vendor_perl/5.6.1 /usr/lib/perl5/vendor_perl .) at /opt/rt3/lib/RT/I18N.pm line 33. > BEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line 33. > Compilation failed in require at /opt/rt3/lib/RT.pm line 29. > BEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 29. > Compilation failed in require at /root/rt-3-0-2/sbin/rt-setup-database line 36. > BEGIN failed--compilation aborted at /root/rt-3-0-2/sbin/rt-setup-database line 36. > > any ideas? I was expected an upgrade to be such a pain. > > > :):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):) > Travis Zadikem, Systems Administrator > Weld School District Re-5j Administration Building > > > > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jbirthisel at verio.net Tue May 27 15:52:01 2003 From: jbirthisel at verio.net (Joseph Birthisel) Date: Tue, 27 May 2003 19:52:01 +0000 (GMT) Subject: [rt-users] newbie-ish question: bccing In-Reply-To: <20030527183911.GT23719@fsck.com> References: <06ab01c32476$eb6bfe90$2b0e1fac@tazlaptop> <20030527183911.GT23719@fsck.com> Message-ID: I am using RT in a way that sort of replaces a mailing list. I need email sent to documents at mydomain.com (the correspondence address listed in config) to send email no only to the standard watchers but also bcc a list of people. Trying to do: requestor -> majordomo address -> rt at mydomain.com builds a ticket but does not email the requestor back because it doesn't want to start a mail loop. Is there a simple way to make sure mail sent into and out of RT is bcced to this list of addresses? From rcassily at DENOVIS.COM Tue May 27 18:06:41 2003 From: rcassily at DENOVIS.COM (Cassily, Ryan) Date: Tue, 27 May 2003 18:06:41 -0400 Subject: [rt-users] import from rt2 Message-ID: I am trying to import the database from an rt2 machine to an rt3 machine. I used the following commands: ./mysqldump -Fl --opt -u root rt2 > rt2-backup-file.sql ./mysql -u root rt3 < rt2-backup-file.sql Now when I logon to the rt3 website as root, I do not get any priviledged options and cannot even change my password. I can log into rt3 as a regular user also, but there are no queues, etc. All the tables seemed to have imported successfully when I do a shell>mysqlshow rt3. Thanks in advance for your help. From gbereny at hotmail.com Tue May 27 18:09:29 2003 From: gbereny at hotmail.com (Gabriel Bereny) Date: Tue, 27 May 2003 15:09:29 -0700 Subject: [rt-users] Accessing fields not in basic RT database schema from scrips Message-ID: I am a beginner user of RT 2. We have a setup where a web form collects request info and creates a ticket in the RT database. The ticket display shows a field History that contains several lines of the form: field_name=value harvested from the web form. For example: FirstName=foo LastName=bar Organization=foobar ... I would like to be able to read and parse the contents of this History text in an Action scrip that's called after ticket creation (i.e., the web form creates the ticket, the new ticket creation in RT triggers the Action scrip using an OnCreate condition, which Action scrip then parses the info harvested from the web form and inserted into the ticket in the database). Has anyone some idea of how I should go about this? I can't figure out how to get the handle to this History field. It doesn't appear in the fields documented in fsck.com/rtfm. Thank you very much, GB _________________________________________________________________ MSN 8 helps eliminate e-mail viruses. Get 2 months FREE*. http://join.msn.com/?page=features/virus From taz at weldre5j.k12.co.us Tue May 27 18:38:19 2003 From: taz at weldre5j.k12.co.us (Travis Zadikem) Date: Tue, 27 May 2003 16:38:19 -0600 Subject: [rt-users] Correct upgrade path from RT 2.1.71 to 3-0-2 Message-ID: <073a01c324a0$ac0baf00$2b0e1fac@tazlaptop> Can anyone please tell the me the correct steps into upgrading from 2.1.71 (less than a year old) to 3-0-2. Please be somewhat specific. I tried just upgrading via the upgrade script and it did not work. Thanks, :):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):):) Travis Zadikem -------------- next part -------------- An HTML attachment was scrubbed... URL: From pdh at bestpractical.com Tue May 27 22:00:36 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Wed, 28 May 2003 12:00:36 +1000 Subject: [rt-users] problem with authentication In-Reply-To: <1054061057.16671.175.camel@roque> References: <1054061057.16671.175.camel@roque> Message-ID: <20030528020036.GH592@luggage> Rui Miguel Seabra wrote: > 1) nothing shows up on log even though I have: > Set($LogToSyslog, 'debug'); > Set($LogToScreen, 'debug'); > Set($LogToFile, 'debug'); > Set($LogToFileNamed, '/opt/rt-3.0.2/var/log/rt.log'); Have you restarted apache since configuring this? > 2) users seem to have _serious_ problems > a) I can't change passwords (even root's) What version of Digest::MD5 do you have installed? Older versions are believed to cause behaviour similar to this. > Going back to the root user, I try to see the list of users... > The created users _is_not_listed_. Did you set the "Let this user access RT" and "Let this user be granted rights" checkboxes on this user? > Looking at the database, the user is clearly there. I don't > recognise the crypt method, which one is it? It doesn't seem to > be md5, but it's not crypt either, so I can't even change the > database value "by hand" in order to make tests. That really sounds like Digest::MD5 bogosity. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Tue May 27 22:03:11 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Wed, 28 May 2003 12:03:11 +1000 Subject: [rt-users] import from rt2 In-Reply-To: References: Message-ID: <20030528020311.GI592@luggage> Cassily, Ryan wrote: > ./mysqldump -Fl --opt -u root rt2 > rt2-backup-file.sql > ./mysql -u root rt3 < rt2-backup-file.sql The correct way to migrate from RT2 to RT3 is mentioned regularly on this very mailing list. What you have above is guaranteed to hose your RT3 instance beyond all hope. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Tue May 27 22:05:12 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Wed, 28 May 2003 12:05:12 +1000 Subject: [rt-users] ticket creation In-Reply-To: <3ED1FDB4.A86F56B1@edo.uni-dortmund.de> References: <3ED1FDB4.A86F56B1@edo.uni-dortmund.de> Message-ID: <20030528020512.GJ592@luggage> Stefan Pampel wrote: > when i send a mail to rt at ip or rt-comment at ip there does not appear a > ticket in the general-queue (after initial installation) > will i have to configure something first or should it work that way? What do your mail server's logs tell you it did with the mail? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Tue May 27 22:31:53 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Wed, 28 May 2003 12:31:53 +1000 Subject: [rt-users] bplogo.gif not showing in RT 3..0.2 In-Reply-To: <26E88279F15AB844B59F28372ECDA2F917CD92@watergate.hydrogen.aquanta.com> References: <26E88279F15AB844B59F28372ECDA2F917CD92@watergate.hydrogen.aquanta.com> Message-ID: <20030528023153.GL592@luggage> Lieven Tomme wrote: > Upon browsing to my domain where RT can be accessed, say > http://mydomain, I get the login prompt, but not the image on the top > left of the page, having the following properties: > > http://mydomain/NoAuth/images//bplogo.gif Does your VirtualHost configuration contain the line Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Tue May 27 22:32:46 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Wed, 28 May 2003 12:32:46 +1000 Subject: [rt-users] probleme with rt3 on tru64 In-Reply-To: <20030523125428.GA20006@fairuz.nic.Fr> References: <20030523125428.GA20006@fairuz.nic.Fr> Message-ID: <20030528023245.GM592@luggage> Malek Shabou wrote: > with http://rt.nic.fr/ i receve the login page, my when i click on > "Connexion" i receve the some login page, "eiven when i put a roung > login + password, i receve the login page without the error line. Browser caching? Cookies not being accepted? Can you try from a different browser and see what happens? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Tue May 27 22:41:15 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Wed, 28 May 2003 12:41:15 +1000 Subject: [rt-users] Accessing fields not in basic RT database schema from scrips In-Reply-To: References: Message-ID: <20030528024115.GN592@luggage> Gabriel Bereny wrote: > I would like to be able to read and parse the contents of this History text > in an Action scrip that's called after ticket creation (i.e., the web form > creates the ticket, the new ticket creation in RT triggers the Action scrip > using an OnCreate condition, which Action scrip then parses the info > harvested from the web form and inserted into the ticket in the database). > > Has anyone some idea of how I should go about this? I can't figure out how > to get the handle to this History field. It doesn't appear in the fields > documented in fsck.com/rtfm. $self->TransactionObj will return an RT::Transaction object whose content you can parse using the Content() method. Or, if you're only ever wanting to parse the first transaction, using $self->TicketObj->Transactions->First instead will allow you to use the ScripAction in other than an OnCreate condition. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From acmeyer at web.de Wed May 28 01:22:25 2003 From: acmeyer at web.de (Arne-Christian Meyer) Date: Wed, 28 May 2003 07:22:25 +0200 Subject: [rt-users] bulk setup and external auth. Message-ID: <200305280522.h4S5MPQ06731@mailgate5.cinetic.de> Stewart James schrieb am 26.05.03 09:11:14: > > > > > 2.) In rt 2.x there were tools for using LDAP. Is there a way to authorise the users with LDAP in rt 3 or better to import them in rt3 from a LDAP source such as Lotus Notes? Would also resolve the import problem. :-) > > Check the archives, I sent some stuff for authorising users based on some > of the rt2 stuff for rt3. > > rtimport was able to import data for rt3 from LDAP with minor changes. > > Cheers, > > Stewart Hi Stewart, thanks for that hint. I searched through the archive, but only find ein "text" with your comments. Can you please send the two modules to me again? I'll try to implement them rightaway. If possible, I'll try to change them as needed to release them back to the community. cheers Arne --? Whenever you think things can't go even more worse, someone stupid shows you the opposite... From lieven.tomme at aquanta.com Wed May 28 02:11:28 2003 From: lieven.tomme at aquanta.com (Lieven Tomme) Date: Wed, 28 May 2003 08:11:28 +0200 Subject: [rt-users] bplogo.gif not showing in RT 3..0.2 Message-ID: <26E88279F15AB844B59F28372ECDA2F917CD97@watergate.hydrogen.aquanta.com> Hi Phil, No it doesn't, but even doing so remains the same. Thanks for your feedback. Lieven -----Oorspronkelijk bericht----- Van: Phil Homewood [mailto:pdh at bestpractical.com] Verzonden: wo 28/05/2003 4:31 Aan: rt-users at lists.fsck.com CC: Onderwerp: Re: [rt-users] bplogo.gif not showing in RT 3..0.2 Lieven Tomme wrote: > Upon browsing to my domain where RT can be accessed, say > http://mydomain, I get the login prompt, but not the image on the top > left of the page, having the following properties: > > http://mydomain/NoAuth/images//bplogo.gif Does your VirtualHost configuration contain the line Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- An HTML attachment was scrubbed... URL: From lazyturtl at arcor.de Wed May 28 03:24:27 2003 From: lazyturtl at arcor.de (lazyturtl at arcor.de) Date: Wed, 28 May 2003 09:24:27 +0200 (CEST) Subject: [rt-users] Help needed with RT 3.0.2 running under Red Hat Linux 7.3 and Exim as MTA Message-ID: <31782561.1054106667610.JavaMail.ngmail@webmail04.arcor-online.net> Hello everyone, I got stucked. If you can?t help me I give up. I used to work with RT 2.0.13 and recently installed an new Version 3.0.2. I upgraded all modules, Mod Perl, Apache and so on and everything looks fine, except: No recipients found. Not sending. in /var/log/messages (Why it is logged THERE is beyond me). RT does not send Mail out and I don?t know what to do. Please help - I have been trying and searching for 3 days but I can?t get it fixed. Any ideas ? Thanks and regards, Sascha -- Sascha K?mpf From pape-rt at inf.fu-berlin.de Wed May 28 03:40:16 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Wed, 28 May 2003 09:40:16 +0200 Subject: [rt-users] [rt-announce] Development Snapshot 3.0.2++ In-Reply-To: <2147483647.1054027068@[10.0.255.35]> References: <20030523202405.GF23719@fsck.com> <2147483647.1053974498@[10.0.255.35]> <757795791.1053986803@localhost> <2147483647.1054027068@[10.0.255.35]> Message-ID: <1235481823.1054114816@[10.0.255.35]> Hello, --Am Dienstag, 27. Mai 2003 9:17 Uhr +0200 schrieb Dirk Pape : > the problem persisted after this change (using the same virtual server > for mail-gateway and web display). Is it possible that there is a kind of "racing condition" in general if web interface and rt-mailgate are used in parallel, so that incoming mail transliteration is disturbed when one refreshes a web page of rt? Regards, Dirk. From midgard at garnetws.com Wed May 28 05:00:59 2003 From: midgard at garnetws.com (Miles Scruggs) Date: Wed, 28 May 2003 02:00:59 -0700 Subject: [rt-users] RT with Qmail HOWTO Message-ID: <004001c324f7$a8f24e80$1501a8c0@canuck> Well I can get rid of the No recipients found. Not sending. (/usr/local/rt/lib/RT/Action/SendEmail.pm:171) By just filling in the right email boxes, but that doesn't mean any of my mail is going out. So as of yet, no I can not get any mail sent to, any of the ticket watchers on creating or updates. I'm not familier with Exim as the MTA, but if you can check the MTA logs and see if it reports any mail being sent out? I'm running qmail and it doesn't report any mail, being sent at all. Miles > Dear Miles, > > I need your help -:) > > I recently upgraded RT from 2.0.13 --> RT 3.0.2 on my Red Hat > Linux Box running MTA Exim - and I have the same problem: > > No recipients found. Not sending. > (/usr/local/rt/lib/RT/Action/SendEmail.pm:171) > > Did you find a solution to this ? I am running out of options, grmpf. > > Thanks and kind regards > Sascha K?mpf > From andrew-rt at andrew.net.au Wed May 28 05:08:54 2003 From: andrew-rt at andrew.net.au (Andrew Pollock) Date: Wed, 28 May 2003 19:08:54 +1000 Subject: [rt-users] rt-mailgate exiting with status 11 Message-ID: <20030528090854.GA14062@daedalus.andrew.net.au> Hi, I've got issues with RT's mail gateway occasionally going into a death spiral with messages (generally seems to be ones with attachments). I've done some googling on the problem, however didn't find a definitive answer. I'm running the Debian packaged version 2.0.14-1 against a remote (Debian) PostgreSQL (7.2.1-2woody2) server. Locally on the RT box I have libpgsql2 7.2.1-2woody2 installed and libdbd-pg-perl 1.22-1 installed. I'm planning on upgrading it all to a 7.3 version of PostgreSQL, but would like to avoid the heartache if I can and it's something else simple. regards Andrew From lazyturtl at arcor.de Wed May 28 05:13:12 2003 From: lazyturtl at arcor.de (lazyturtl at arcor.de) Date: Wed, 28 May 2003 11:13:12 +0200 (CEST) Subject: Aw: RE: [rt-users] RT with Qmail HOWTO Message-ID: <31825909.1054113192905.JavaMail.ngmail@webmail04.arcor-online.net> Hi, > I'm not familier with Exim as the MTA, but if you can check the MTA logs > and see if it reports any mail being sent out? I'm running qmail and it > doesn't report any mail, being sent at all. Yep, exactly. There are NO errors in Exim?s Log. Everything worked fine with RT 2.0.13. Kind regards Sascha ----- Original Nachricht ---- Von: Miles Scruggs An: rt-users at lists.fsck.com Datum: 28.05.03 11:00 Betreff: RE: [rt-users] RT with Qmail HOWTO > > > Well I can get rid of the > > > No recipients found. Not sending. > (/usr/local/rt/lib/RT/Action/SendEmail.pm:171) > > By just filling in the right email boxes, but that doesn't mean any of > my mail is going out. So as of yet, no I can not get any mail sent to, > any of the ticket watchers on creating or updates. > > I'm not familier with Exim as the MTA, but if you can check the MTA logs > and see if it reports any mail being sent out? I'm running qmail and it > doesn't report any mail, being sent at all. > > > Miles > > > > Dear Miles, > > > > I need your help -:) > > > > I recently upgraded RT from 2.0.13 --> RT 3.0.2 on my Red Hat > > Linux Box running MTA Exim - and I have the same problem: > > > > No recipients found. Not sending. > > (/usr/local/rt/lib/RT/Action/SendEmail.pm:171) > > > > Did you find a solution to this ? I am running out of options, grmpf. > > > > Thanks and kind regards > > Sascha K?mpf > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 rms at 1407.org Wed May 28 08:16:07 2003 From: rms at 1407.org (Rui Miguel Seabra) Date: 28 May 2003 12:16:07 +0000 Subject: [rt-users] problem with authentication In-Reply-To: <20030528020036.GH592@luggage> References: <1054061057.16671.175.camel@roque> <20030528020036.GH592@luggage> Message-ID: <1054124167.14368.33.camel@roque> Hi, On Wed, 2003-05-28 at 02:00, Phil Homewood wrote: > Rui Miguel Seabra wrote: > > 1) nothing shows up on log even though I have: > > Set($LogToSyslog, 'debug'); > > Set($LogToScreen, 'debug'); > > Set($LogToFile, 'debug'); > > Set($LogToFileNamed, '/opt/rt-3.0.2/var/log/rt.log'); > > Have you restarted apache since configuring this? Yes. For every change I did in configurations of rt I restarted apache. > > 2) users seem to have _serious_ problems > > a) I can't change passwords (even root's) > > What version of Digest::MD5 do you have installed? > Older versions are believed to cause behaviour similar to this. Old enough as in the version included in perl 5.6.1? Probably. I installed the news one from CPAN and it now works as expected. > > Going back to the root user, I try to see the list of users... > > The created users _is_not_listed_. > > Did you set the "Let this user access RT" and "Let this user be > granted rights" checkboxes on this user? I checked the 'Let this user access RT' but not the other one. I just created a new user with both boxes checked (there _was_ still the password problem). It now shows up, but but what's the difference between privileged and non-privileged users other than not showing up in the Users/Select User section? Maybe RTFM :) > > Looking at the database, the user is clearly there. I don't > > recognise the crypt method, which one is it? It doesn't seem to > > be md5, but it's not crypt either, so I can't even change the > > database value "by hand" in order to make tests. > > That really sounds like Digest::MD5 bogosity. It was fortunately. I was really depressed, maybe a Digest::MD5 version check should be added! Thanks for your assistance, Rui -- + No matter how much you do, you never do enough -- unknown + Whatever you do will be insignificant, | but it is very important that you do it -- Gandhi + So let's do it...? Please AVOID sending me WORD, EXCEL or POWERPOINT attachments. See http://www.fsf.org/philosophy/no-word-attachments.html -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From stefanp at edo.uni-dortmund.de Wed May 28 07:50:54 2003 From: stefanp at edo.uni-dortmund.de (Stefan Pampel) Date: Wed, 28 May 2003 13:50:54 +0200 Subject: [rt-users] Where is the link to the RTFM-Search? Message-ID: <3ED4A29E.2B147E2A@edo.uni-dortmund.de> Hi, I installed RT3 and now i want to test/configure possible RTFM-answers, but i cant find the link leading to RTFM. I read the manual, but the link isnt where it is supposed to i think.. please help me -Stefan From brent at telecom1.com Wed May 28 08:27:34 2003 From: brent at telecom1.com (Brent Geach) Date: Wed, 28 May 2003 13:27:34 +0100 Subject: [rt-users] UTF-7 Message-ID: <20030528122734.GL2973@telecom1.com> Hi Im seeing a lot of these in my rt.log Encoding error: Unknown encoding 'unicode-1-1-utf-7' at /export/www/new/rt3/lib/RT/I18N.pm line 219 How can I sort this out? Another bit of an odd one: Im using exim as MTA and every now and then I see this 2003-05-27 22:11:26 19KlgE-0002TO-UQ ** |/export/www/rt3/bin/rt-mailgate --queue content_java --action correspond --url http://localhost/ R=system_aliases T=address_pipe: Child process of address_pipe transport returned 75 (could mean temporary error) from command: /export/www/rt3/bin/rt-mailgate This looks like an exim error but isnt it the mailgate thats timeing out? I can then immediately resend the mail and it will go through? :-/ The system is a bit busy but not overly so, the load during that time only went up to around 2.0 Ive put in 2G mem on Intel(R) Pentium(R) III CPU family 1133MHz I thought that the database might be locked or something but Im not a mysql guru to know how to check it out. The mysql config is: # The MySQL server [mysqld] port = 3306 socket = /var/lib/mysql/mysql.sock skip-locking set-variable = key_buffer=512M set-variable = max_allowed_packet=1M set-variable = table_cache=256 set-variable = sort_buffer=2M set-variable = record_buffer=2M set-variable = myisam_sort_buffer_size=128M set-variable = thread_cache=16 # Try number of CPU's*2 for thread_concurrency set-variable = thread_concurrency=8 Any ideas on that one? -- Regards, Brent /"\ \ / Linux Registered X ASCII Ribbon Campaign User #309941 / \ Against HTML Mail From brent at telecom1.com Wed May 28 08:39:19 2003 From: brent at telecom1.com (Brent Geach) Date: Wed, 28 May 2003 13:39:19 +0100 Subject: [rt-users] UTF-7 In-Reply-To: <20030528122734.GL2973@telecom1.com> References: <20030528122734.GL2973@telecom1.com> Message-ID: <20030528123919.GB24018@telecom1.com> Should of mentioned that this is on 3.0.2pre6 On Wed, 28 May 2003, Brent Geach wrote: > Hi > Im seeing a lot of these in my rt.log > > Encoding error: Unknown encoding 'unicode-1-1-utf-7' at > /export/www/new/rt3/lib/RT/I18N.pm line 219 > > How can I sort this out? > > Another bit of an odd one: > Im using exim as MTA and every now and then I see this > > 2003-05-27 22:11:26 19KlgE-0002TO-UQ ** |/export/www/rt3/bin/rt-mailgate > --queue content_java --action correspond --url http://localhost/ > > R=system_aliases T=address_pipe: Child process of address_pipe transport > returned 75 (could mean temporary error) from command: > /export/www/rt3/bin/rt-mailgate > > This looks like an exim error but isnt it the mailgate thats timeing out? > I can then immediately resend the mail and it will go through? :-/ > > The system is a bit busy but not overly so, the load during that time only > went up to around 2.0 > Ive put in 2G mem on > Intel(R) Pentium(R) III CPU family 1133MHz > > I thought that the database might be locked or something but Im not a mysql > guru to know how to check it out. The mysql config is: > # The MySQL server > [mysqld] > port = 3306 > socket = /var/lib/mysql/mysql.sock > skip-locking > set-variable = key_buffer=512M > set-variable = max_allowed_packet=1M > set-variable = table_cache=256 > set-variable = sort_buffer=2M > set-variable = record_buffer=2M > set-variable = myisam_sort_buffer_size=128M > set-variable = thread_cache=16 > # Try number of CPU's*2 for thread_concurrency > set-variable = thread_concurrency=8 > > Any ideas on that one? > > > -- > Regards, > > Brent /"\ > \ / > Linux Registered X ASCII Ribbon Campaign > User #309941 / \ Against HTML Mail > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Regards, Brent /"\ \ / Linux Registered X ASCII Ribbon Campaign User #309941 / \ Against HTML Mail From rcassily at DENOVIS.COM Wed May 28 08:54:31 2003 From: rcassily at DENOVIS.COM (Cassily, Ryan) Date: Wed, 28 May 2003 08:54:31 -0400 Subject: FW: [rt-users] import from rt2 Message-ID: Thanks to everyone for directing me to the import tool. I'm newbie so I apologize for the follow-up question, but I'm stuck. I am having a permissions problem when running rt-2.0-to-dumpfile. ./rt-2.0-to-dumpfile: bad interpreter: Permission denied I am running the script as root and have also tried to chown the file to the owner of the database, su to that user, but get the same error. Any ideas? Thanks. -----Original Message----- From: Cassily, Ryan Sent: Tuesday, May 27, 2003 6:07 PM To: Rt-Users at Lists. Fsck. Com (E-mail) Subject: [rt-users] import from rt2 I am trying to import the database from an rt2 machine to an rt3 machine. I used the following commands: ./mysqldump -Fl --opt -u root rt2 > rt2-backup-file.sql ./mysql -u root rt3 < rt2-backup-file.sql Now when I logon to the rt3 website as root, I do not get any priviledged options and cannot even change my password. I can log into rt3 as a regular user also, but there are no queues, etc. All the tables seemed to have imported successfully when I do a shell>mysqlshow rt3. Thanks in advance for your help. _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From Thomas.Knaupp at schwarz.de Wed May 28 09:35:59 2003 From: Thomas.Knaupp at schwarz.de (Knaupp, Thomas) Date: Wed, 28 May 2003 15:35:59 +0200 Subject: AW: [rt-users] import from rt2 Message-ID: <8AE380CFA13C7248966C234D54F967766AD0F5@scsw2kks1.d1scs.lan> Hi Ryan, stupid question, but did you set the eXecutable flag for the file ? > chmod u+x ./rt-2.0-to-dumpfile Tom | Thanks to everyone for directing me to the import tool. I'm | newbie so I apologize for the follow-up question, but I'm stuck. | | I am having a permissions problem when running rt-2.0-to-dumpfile. | | ./rt-2.0-to-dumpfile: bad interpreter: Permission denied | | I am running the script as root and have also tried to chown | the file to the owner of the database, su to that user, but | get the same error. Any ideas? Thanks. From khera at kcilink.com Wed May 28 11:17:00 2003 From: khera at kcilink.com (Vivek Khera) Date: Wed, 28 May 2003 11:17:00 -0400 Subject: [rt-users] Where is the link to the RTFM-Search? In-Reply-To: <3ED4A29E.2B147E2A@edo.uni-dortmund.de> References: <3ED4A29E.2B147E2A@edo.uni-dortmund.de> Message-ID: <16084.53996.316124.863452@yertle.int.kciLink.com> >>>>> "SP" == Stefan Pampel writes: SP> I installed RT3 and now i want to test/configure possible RTFM-answers, SP> but i cant find the link leading to RTFM. SP> I read the manual, but the link isnt where it is supposed to i think.. SP> please help me Did you install RTFM? -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= 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 awettstein at cait.org Wed May 28 13:09:55 2003 From: awettstein at cait.org (Andy Wettstein) Date: Wed, 28 May 2003 12:09:55 -0500 Subject: [rt-users] Linux versions supported. In-Reply-To: <20030523094636.GB16365@computing-services.oxford.ac.uk> References: <3ECD0AF9.3070607@visalia.k12.ca.us> <20030523094636.GB16365@computing-services.oxford.ac.uk> Message-ID: <20030528170955.GA7060@cait.org> On Fri, May 23, 2003 at 10:46:36AM +0100, Stephen Quinney wrote: > > Not really an answer to your question but RT3.0.0 has now been > accepted into Debian/unstable. There should be an upload of 3.0.2 > soonish as well. Given a couple of weeks it should make it into > testing. This means that all the dependencies and most common > configurations are supported out of the box. We're currently working > on Debconf support as well to make configuration really easy. Would it be possible to get a backport for woody, too? Running unstable or testing for critical servers gets me nervous. > > Stephen Quinney > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 sophia at aps.org Wed May 28 17:31:58 2003 From: sophia at aps.org (Sophie Rockhsar) Date: Wed, 28 May 2003 17:31:58 -0400 Subject: [rt-users] RT3: Couldn't create a ticket- Internal error message Message-ID: <200305281731.58258.sophia@aps.org> Hi, I have migrated the RT2 data into the newly installed RT3 ( 3.0.2 running on PostgreSql 7.3.2 ), and everything looked fine until I attempted to create a ticket. At 'Create', I got the error message 'Could not create ticket due to internal error'. The Apache error log has the following: Couldn't create a ticket (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:483) Any help would be appreciated... I noticed this problem had been posted before, didn't see any responses though. Thanks! Sophie From ler at lerctr.org Wed May 28 17:37:30 2003 From: ler at lerctr.org (Larry Rosenman) Date: Wed, 28 May 2003 16:37:30 -0500 Subject: [rt-users] RT3: Couldn't create a ticket- Internal error message In-Reply-To: <200305281731.58258.sophia@aps.org> References: <200305281731.58258.sophia@aps.org> Message-ID: <161670000.1054157850@lerlaptop.iadfw.net> --On Wednesday, May 28, 2003 17:31:58 -0400 Sophie Rockhsar wrote: > Hi, > > I have migrated the RT2 data into the newly installed RT3 ( 3.0.2 running > on PostgreSql 7.3.2 ), and everything looked fine until I attempted to > create a ticket. At 'Create', I got the error message 'Could not create > ticket due to internal error'. The Apache error log has the following: > > Couldn't create a ticket (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:483) > > Any help would be appreciated... I noticed this problem had been posted > before, didn't see any responses though. > you need to do setval() on the sequences for users, tickets, and transactions. > Thanks! > Sophie > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- Larry Rosenman http://www.lerctr.org/~ler Phone: +1 972-414-9812 E-Mail: ler at lerctr.org US Mail: 1905 Steamboat Springs Drive, Garland, TX 75044-6749 From pdh at bestpractical.com Wed May 28 17:56:18 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Thu, 29 May 2003 07:56:18 +1000 Subject: FW: [rt-users] import from rt2 In-Reply-To: References: Message-ID: <20030528215618.GA789@luggage> Cassily, Ryan wrote: > ./rt-2.0-to-dumpfile: bad interpreter: Permission denied rt-2.0-to-dumpfile starts with a line like #!/usr/bin/perl -w Make sure that's where your perl interpreter lives, and it's executable. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From Greg.Hering at bench.com Wed May 28 18:29:26 2003 From: Greg.Hering at bench.com (Greg.Hering at bench.com) Date: Wed, 28 May 2003 17:29:26 -0500 Subject: [rt-users] bplogo.gif not showing in RT 3..0.2 Message-ID: <1E11D88103D7BF44AF240F64215087B302354616@al-ex01.al.bench.com> Back to basics then... Forget RT for a while; % ls /opt/rt3/share/html/NoAuth/images/ dir there? Browse to http://yourdomain /NoAuth/images//bplogo.gif Do you get the logo this way? i.e. Alias working? Restart has gotten me before. Do 'apachectl stop' then 'apachetctl start' (or http stop, whatever your web server control file is named, in /etc/init.d) Gregory L. Hering (256) 722-6420 4807 Bradford Dr Benchmark Electronics, Inc. Hunvtsville, Al 35805 -----Original Message----- From: Lieven Tomme [mailto:lieven.tomme at aquanta.com] Sent: Wednesday, May 28, 2003 1:11 AM To: Phil Homewood; rt-users at lists.fsck.com Subject: RE: [rt-users] bplogo.gif not showing in RT 3..0.2 Hi Phil, No it doesn't, but even doing so remains the same. Thanks for your feedback. Lieven -----Oorspronkelijk bericht----- Van: Phil Homewood [mailto:pdh at bestpractical.com] Verzonden: wo 28/05/2003 4:31 Aan: rt-users at lists.fsck.com CC: Onderwerp: Re: [rt-users] bplogo.gif not showing in RT 3..0.2 Lieven Tomme wrote: > Upon browsing to my domain where RT can be accessed, say > http://mydomain, I get the login prompt, but not the image on the top > left of the page, having the following properties: > > http://mydomain/NoAuth/images//bplogo.gif Does your VirtualHost configuration contain the line Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- An HTML attachment was scrubbed... URL: From derek at csolve.net Wed May 28 18:44:26 2003 From: derek at csolve.net (Derek Buttineau) Date: Wed, 28 May 2003 18:44:26 -0400 Subject: [rt-users] Ticket Content Blank When Request is Aliased Message-ID: <3ED53BCA.8000105@csolve.net> Odd problem here with RT3, not sure why it's happening.. might have missed something obvious. I have an alias to the rt-mailgate program setup on our websever, when I send directly to the alias to the mailgate (ie support at strider.csolve.net) the ticket creation works like a charm as intended. However, if I send to an alias that directs to support at strider.csolve.net, the ticket gets created but the body of the ticket is completely blank. I'm not sure why that is happening. Any suggestions on what might be causing this? Derek From ralexander at musiciansfriend.com Wed May 28 18:46:54 2003 From: ralexander at musiciansfriend.com (Ron Alexander) Date: 28 May 2003 15:46:54 -0700 Subject: [rt-users] Reverse the order of a ticket history (newest comments at top) Message-ID: <1054162017.977.162.camel@ronsBox> This is what I have so far. I guess I am losing the reference to $Transaction. Can anybody offer help? Thanks, Ron code--- % @ah = ("lastrans"); % while (my $Transaction = $Transactions->Next) { % my ($Ticket, $Transaction, $ShowHeaders, $Collapsed, $RowNum); % $ah[$i] = ({ % Ticket => $Ticket, % Transaction => $Transaction, % ShowHeaders => $ShowHeaders, % Collapsed => $Collapsed, % RowNum => $RowNum,}); % $i++; % } % $length = @ah; % while ($length > 0) { % my %hash1 = %{pop(@ah)}; % $lTicket = $hash1{'Ticket'}; % $Transaction = $hash1{'Transaction'}; % $lTransaction = $hash1{'Transaction'}; % $lShowHeaders = $hash1{'ShowHeaders'}; % $lCollapsed = $hash1{'Collapsed'}; % $lRowNum = $hash1{'RowNum'}; <& ShowTransaction, Ticket => $lTicket, Transaction => $lTransaction, ShowHeaders => $lShowHeaders, Collapsed => $lCollapsed, RowNum => $lRowNum &> % $i--; % } % $line = $ah[0]; <%$line%>
------/code error: Error during compilation of /opt/rt2/local/WebRT/html/Ticket/Elements/ShowHistory: Global symbol "$Transaction" requires explicit package name at /opt/rt2/local/WebRT/html/Ticket/Elements/ShowHistory line 38. context: ... 34: % $length = @ah; 35: % while ($length > 0) { 36: % my %hash1 = %{pop(@ah)}; 37: % $lTicket = $hash1{'Ticket'}; 38: % $Transaction = $hash1{'Transaction'}; 39: % $lTransaction = $hash1{'Transaction'}; 40: % $lShowHeaders = $hash1{'ShowHeaders'}; 41: % $lCollapsed = $hash1{'Collapsed'}; 42: % $lRowNum = $hash1{'RowNum'}; ... code stack: /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:600 /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:328 /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:849 /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:947 /opt/rt2/WebRT/html/Ticket/Display.html:13 /opt/rt2/WebRT/html/autohandler:58 -- /************************************************************ * Ron Alexander ralexander at musiciansfriend.com * * Programmer/Analyst Musician's Friend, Inc.* * Phone:(541)774-5362 http://www.musiciansfriend.com * ************************************************************/ From jesse at bestpractical.com Wed May 28 19:10:09 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 28 May 2003 19:10:09 -0400 Subject: [rt-users] Reverse the order of a ticket history (newest comments at top) In-Reply-To: <1054162017.977.162.camel@ronsBox> References: <1054162017.977.162.camel@ronsBox> Message-ID: <20030528231009.GA23719@fsck.com> Instead, why not look at OrderBy in DBIx::SearchBuilder's docs. it's one line and a hell of a lot faster than manually reversing. On Wed, May 28, 2003 at 03:46:54PM -0700, Ron Alexander wrote: > This is what I have so far. I guess I am > losing the reference to > $Transaction. Can anybody offer help? > > Thanks, > Ron > > code--- > > % @ah = ("lastrans"); > % while (my $Transaction = $Transactions->Next) { > % my ($Ticket, $Transaction, $ShowHeaders, $Collapsed, $RowNum); > % $ah[$i] = ({ > % Ticket => $Ticket, > % Transaction => $Transaction, > % ShowHeaders => $ShowHeaders, > % Collapsed => $Collapsed, > % RowNum => $RowNum,}); > % $i++; > % } > > % $length = @ah; > % while ($length > 0) { > % my %hash1 = %{pop(@ah)}; > % $lTicket = $hash1{'Ticket'}; > % $Transaction = $hash1{'Transaction'}; > % $lTransaction = $hash1{'Transaction'}; > % $lShowHeaders = $hash1{'ShowHeaders'}; > % $lCollapsed = $hash1{'Collapsed'}; > % $lRowNum = $hash1{'RowNum'}; > <& ShowTransaction, Ticket => $lTicket, Transaction => > $lTransaction, ShowHeaders => $lShowHeaders, Collapsed => $lCollapsed, > RowNum => $lRowNum &> > % $i--; > % } > % $line = $ah[0]; > <%$line%> >
> ------/code > > > error: Error during compilation of > /opt/rt2/local/WebRT/html/Ticket/Elements/ShowHistory: > Global symbol "$Transaction" requires explicit package name at > /opt/rt2/local/WebRT/html/Ticket/Elements/ShowHistory line 38. > context: > ... > 34: % $length = @ah; > 35: % while ($length > 0) { > 36: % my %hash1 = %{pop(@ah)}; > 37: % $lTicket = $hash1{'Ticket'}; > 38: % $Transaction = $hash1{'Transaction'}; > 39: % $lTransaction = $hash1{'Transaction'}; > 40: % $lShowHeaders = $hash1{'ShowHeaders'}; > 41: % $lCollapsed = $hash1{'Collapsed'}; > 42: % $lRowNum = $hash1{'RowNum'}; > ... > code stack: /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:600 > /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:328 > /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:849 > /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:947 > /opt/rt2/WebRT/html/Ticket/Display.html:13 > /opt/rt2/WebRT/html/autohandler:58 > > -- > /************************************************************ > * Ron Alexander ralexander at musiciansfriend.com * > * Programmer/Analyst Musician's Friend, Inc.* > * Phone:(541)774-5362 http://www.musiciansfriend.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 sophia at aps.org Wed May 28 19:15:00 2003 From: sophia at aps.org (Sophie Rockhsar) Date: Wed, 28 May 2003 19:15:00 -0400 Subject: [rt-users] RT3: Couldn't create a ticket- Internal error message In-Reply-To: <161670000.1054157850@lerlaptop.iadfw.net> References: <200305281731.58258.sophia@aps.org> <161670000.1054157850@lerlaptop.iadfw.net> Message-ID: <200305281915.00850.sophia@aps.org> Yeap, that did it. I can't believe I forgot about the seq's.. :) Thanks!! On Wednesday 28 May 2003 05:37 pm, Larry Rosenman wrote: > --On Wednesday, May 28, 2003 17:31:58 -0400 Sophie Rockhsar > > wrote: > > Hi, > > > > I have migrated the RT2 data into the newly installed RT3 ( 3.0.2 running > > on PostgreSql 7.3.2 ), and everything looked fine until I attempted to > > create a ticket. At 'Create', I got the error message 'Could not create > > ticket due to internal error'. The Apache error log has the following: > > > > Couldn't create a ticket (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:483) > > > > Any help would be appreciated... I noticed this problem had been posted > > before, didn't see any responses though. > > you need to do setval() on the sequences for users, tickets, and > transactions. > > > Thanks! > > Sophie > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.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 ralexander at musiciansfriend.com Wed May 28 19:39:12 2003 From: ralexander at musiciansfriend.com (Ron Alexander) Date: 28 May 2003 16:39:12 -0700 Subject: [rt-users] Reverse the order of a ticket history (newest comments at top) In-Reply-To: <20030528231009.GA23719@fsck.com> References: <1054162017.977.162.camel@ronsBox> <20030528231009.GA23719@fsck.com> Message-ID: <1054165152.1027.168.camel@ronsBox> On Wed, 2003-05-28 at 16:10, Jesse Vincent wrote: > Instead, why not look at OrderBy in DBIx::SearchBuilder's docs. > it's one line and a hell of a lot faster than manually reversing. > > I have this working, but it is in lib/RT/Transactions.pm. Shouldn't I be doing this in local/lib/RT/Transactions.pm? I tried and it didn't work. Is there a better place than in the actual file? Thanks! Ron -- /************************************************************ * Ron Alexander ralexander at musiciansfriend.com * * Programmer/Analyst Musician's Friend, Inc.* * Phone:(541)774-5362 http://www.musiciansfriend.com * ************************************************************/ From ler at lerctr.org Wed May 28 19:40:44 2003 From: ler at lerctr.org (Larry Rosenman) Date: Wed, 28 May 2003 18:40:44 -0500 Subject: [rt-users] RT3: Couldn't create a ticket- Internal error message In-Reply-To: <200305281915.00850.sophia@aps.org> References: <200305281731.58258.sophia@aps.org> <161670000.1054157850@lerlaptop.iadfw.net> <200305281915.00850.sophia@aps.org> Message-ID: <18760000.1054165244@lerlaptop.lerctr.org> --On Wednesday, May 28, 2003 19:15:00 -0400 Sophie Rockhsar wrote: > Yeap, that did it. I can't believe I forgot about the seq's.. :) > Thanks!! > Having been burned by this recently I remembered it. Jesse said he would make sure the Docs got updated at some point. Any time.. Helping others is how I pay back the community for all the help I've gotten over the years. LER -- Larry Rosenman http://www.lerctr.org/~ler Phone: +1 972-414-9812 E-Mail: ler at lerctr.org US Mail: 1905 Steamboat Springs Drive, Garland, TX 75044-6749 From pdh at bestpractical.com Wed May 28 21:31:22 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Thu, 29 May 2003 11:31:22 +1000 Subject: [rt-users] rt-mailgate exiting with status 11 In-Reply-To: <20030528090854.GA14062@daedalus.andrew.net.au> References: <20030528090854.GA14062@daedalus.andrew.net.au> Message-ID: <20030529013122.GE789@luggage> Andrew Pollock wrote: > Subject: [rt-users] rt-mailgate exiting with status 11 status 11, or signal 11? There should be no way that rt-mailgate can exit with status 11. However, if it's signal 11 instead, you might have bad hardware; see the Sig11 FAQ at http://www.bitwizard.nl/sig11/ for possible enlightenment. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Thu May 29 02:13:12 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 29 May 2003 02:13:12 -0400 Subject: [rt-users] [rt-announce] Development Snapshot 3.0.2++ In-Reply-To: <1235481823.1054114816@[10.0.255.35]> References: <20030523202405.GF23719@fsck.com> <2147483647.1053974498@[10.0.255.35]> <757795791.1053986803@localhost> <2147483647.1054027068@[10.0.255.35]> <1235481823.1054114816@[10.0.255.35]> Message-ID: <20030529061312.GG23719@fsck.com> On Wed, May 28, 2003 at 09:40:16AM +0200, Dirk Pape wrote: > Hello, > > --Am Dienstag, 27. Mai 2003 9:17 Uhr +0200 schrieb Dirk Pape > : > > >the problem persisted after this change (using the same virtual server > >for mail-gateway and web display). > > Is it possible that there is a kind of "racing condition" in general if web > interface and rt-mailgate are used in parallel, so that incoming mail > transliteration is disturbed when one refreshes a web page of rt? It really shouldn't be. We've made additional changes to the RT core for UTF8. I'm not sure that any of them will fix it, but if you grab the same URL from aegis for the rt 3.0 branch, it should be the current code. I'd love to know how that works for you. -j > Regards, > Dirk. > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Thu May 29 02:27:31 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 29 May 2003 02:27:31 -0400 Subject: [rt-users] Reverse the order of a ticket history (newest comments at top) In-Reply-To: <1054165152.1027.168.camel@ronsBox> References: <1054162017.977.162.camel@ronsBox> <20030528231009.GA23719@fsck.com> <1054165152.1027.168.camel@ronsBox> Message-ID: <20030529062731.GK23719@fsck.com> On Wed, May 28, 2003 at 04:39:12PM -0700, Ron Alexander wrote: > On Wed, 2003-05-28 at 16:10, Jesse Vincent wrote: > > Instead, why not look at OrderBy in DBIx::SearchBuilder's docs. > > it's one line and a hell of a lot faster than manually reversing. > > > > > I have this working, but it is in lib/RT/Transactions.pm. Shouldn't I be > doing this in local/lib/RT/Transactions.pm? I tried and it didn't work. > Is there a better place than in the actual file? Thanks! in RT3, you want to do it in lib/RT/Transactions_Local.pm > > Ron > > -- > /************************************************************ > * Ron Alexander ralexander at musiciansfriend.com * > * Programmer/Analyst Musician's Friend, Inc.* > * Phone:(541)774-5362 http://www.musiciansfriend.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 gonzalo at linuxaus.com Thu May 29 03:16:31 2003 From: gonzalo at linuxaus.com (Gonzalo Servat) Date: Thu, 29 May 2003 17:16:31 +1000 Subject: [rt-users] Reverse the order of a ticket history (newest comments at top) Message-ID: <244923461.1054228591@[192.168.10.243]> On 29/05/2003 2:27 AM -0400 Jesse Vincent wrote: > in RT3, you want to do it in lib/RT/Transactions_Local.pm Hi Jesse/Ron I'm interested in reversing the order too. What would I have to put into lib/RT/Transactions_Local.pm ? I noticed the file doesn't exist but it's used for local modifications. Neat :) Best regards, Gonzalo From andrew-rt at andrew.net.au Thu May 29 08:22:15 2003 From: andrew-rt at andrew.net.au (Andrew Pollock) Date: Thu, 29 May 2003 22:22:15 +1000 Subject: [rt-users] rt-mailgate exiting with status 11 In-Reply-To: <20030529013122.GE789@luggage> References: <20030528090854.GA14062@daedalus.andrew.net.au> <20030529013122.GE789@luggage> Message-ID: <20030529122215.GA4798@daedalus.andrew.net.au> On Thu, May 29, 2003 at 11:31:22AM +1000, Phil Homewood wrote: > Andrew Pollock wrote: > > > Subject: [rt-users] rt-mailgate exiting with status 11 > > status 11, or signal 11? > > There should be no way that rt-mailgate can exit with status > 11. However, if it's signal 11 instead, you might have bad > hardware; see the Sig11 FAQ at http://www.bitwizard.nl/sig11/ > for possible enlightenment. "mailer prog died with signal 11" So for some reason mail with attachments is causing the rt-mailgate to seg fault. How can I best debug this further to determine what it's doing at the point it segfaults? Being a Perl script, running strace over it when sendmail tries to run the queue results in a lot of output, partly sendmail, a lot of Perl initialisation... Andrew From jeff.hoover at infotechfl.com Thu May 29 09:07:06 2003 From: jeff.hoover at infotechfl.com (Jeff Hoover) Date: Thu, 29 May 2003 09:07:06 -0400 Subject: [rt-users] check cc user in external database? Message-ID: <5.2.1.1.0.20030529085906.01a9b900@mail.infotechfl.com> Running RT 3.0.2 pre6. So far everything works exactly how we want it to except one thing. Is there a way to make sure people added on the cc/admincc line are in an external database (LDAP)? We don't want typos & extra users showing up in the rt3 database. I have $LookupSenderInExternalDatabase and $SenderMustExistInExternalDatabase set and working great for the creation of new tickets. I tried to find where cc's & admincc's get added in the code so I could make it use the LDAP lookup code, but couldn't track it down. Thanks for any help! -- Jeff Hoover From rcassily at DENOVIS.COM Thu May 29 10:05:56 2003 From: rcassily at DENOVIS.COM (Cassily, Ryan) Date: Thu, 29 May 2003 10:05:56 -0400 Subject: FW: [rt-users] import from rt2 Message-ID: Thanks a bunch! The perl statement worked. Now I'm having a problem with the dumpfile-to-rt-3.0. The users import correctly but I get the following error on the groups: Importing groups g[Thu May 29 13:30:15 2003] [crit]: No such pseudo-hash field "HASH(0x8ca53a0)" at dumpfile-to-rt-3.0 line 131. (/opt/rt3/lib/RT.pm:228) Thanks in advance... -----Original Message----- From: mixo [mailto:mixo at beth.uniforum.org.za] Sent: Wednesday, May 28, 2003 9:25 AM To: Cassily, Ryan Subject: Re: FW: [rt-users] import from rt2 Try : perl rt-2.0-to-dumpfile instead. Or, change the permissions on the script like chmod +x rt-2.0-to-dumpfile then, you can ./rt-2.0-to-dumpfile Cassily, Ryan wrote: >Thanks to everyone for directing me to the import tool. I'm newbie so I apologize for the follow-up question, but I'm stuck. > >I am having a permissions problem when running rt-2.0-to-dumpfile. > >./rt-2.0-to-dumpfile: bad interpreter: Permission denied > >I am running the script as root and have also tried to chown the file to the owner of the database, su to that user, but get the same error. Any ideas? Thanks. > >-----Original Message----- >From: Cassily, Ryan >Sent: Tuesday, May 27, 2003 6:07 PM >To: Rt-Users at Lists. Fsck. Com (E-mail) >Subject: [rt-users] import from rt2 > > >I am trying to import the database from an rt2 machine to an rt3 machine. I used the following commands: > >./mysqldump -Fl --opt -u root rt2 > rt2-backup-file.sql >./mysql -u root rt3 < rt2-backup-file.sql > >Now when I logon to the rt3 website as root, I do not get any priviledged options and cannot even change my password. I can log into rt3 as a regular user also, but there are no queues, etc. All the tables seemed to have imported successfully when I do a shell>mysqlshow rt3. Thanks in advance for your help. > > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.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 jayj at bluefrog.com Thu May 29 10:15:17 2003 From: jayj at bluefrog.com (Jay Janssen) Date: 29 May 2003 10:15:17 -0400 Subject: [rt-users] Command Line Client Message-ID: <1054217716.7865.13.camel@localhost.localdomain> I know this has been asked recently, but I didn't see an answer in the archive. I was wondering what the status of the command line RT 3 client is. I see on the website that it mentions it being ready "next month", is that still true? Can I get my hands on a beta from CVS? -- Jay Janssen Senior Systems Administrator BlueFrog Internet From dryduck at mailworks.org Thu May 29 11:30:36 2003 From: dryduck at mailworks.org (Andrew Tefft) Date: Thu, 29 May 2003 10:30:36 -0500 Subject: [rt-users] RT3 speed thread Message-ID: <20030529153036.A33AB4C43A@smtp.us2.messagingengine.com> After a long time using rt 1.0.7 I took a look at upgrading to RT2. At the time there were too many dependencies to want to try it, but this week I decided to take the plunge. I was going to go all the way to RT3 but didn't see an upgrade path directly, so I installed RT2 first, got it working, then upgraded to RT3. I followed someone else's trick of running a separate httpd so that I could run RT2 and RT3 simultaneously. I have not made any changes other than deleting some of the scrips in RT3 and adding a couple of test tickets in RT2. My database is small, about 1700 tickets, a dozen users and 8 queues I read all the articles in the "RT 3.0 Speed" thread with interest, because I have the same problem. RT3 is much slower than RT2. I tweaked my InnoDB options (still bad), I converted the rt3 tables to MyISAM (still bad), I made sure I had the latest version of DBIx::SearchBuilder (0.82) (already had it). RT3 is still significantly slower. So -- I'm looking forward to the resolution of this little issue so I can start using rt3! -- Andrew Tefft dryduck at mailworks.org -- http://www.fastmail.fm - Or how I learned to stop worrying and love email again From larrymotz at yahoo.com Thu May 29 14:48:47 2003 From: larrymotz at yahoo.com (Larry Motz) Date: Thu, 29 May 2003 11:48:47 -0700 (PDT) Subject: [rt-users] want to port DB from RT2 to RT3 but I can't even find the *dumpfile* perl scripts Message-ID: <20030529184847.99250.qmail@web14707.mail.yahoo.com> I've search this mailing list and did a find for it in the RT3 tarball and found nothing. Is there something else to download? Please help. Thanks, Larry __________________________________ Do you Yahoo!? Yahoo! Calendar - Free online calendar with sync to Outlook(TM). http://calendar.yahoo.com From eisenbud at cbio.mskcc.org Thu May 29 15:59:34 2003 From: eisenbud at cbio.mskcc.org (Daniel E. Eisenbud) Date: Thu, 29 May 2003 15:59:34 -0400 Subject: [rt-users] Bulk removing of requestors seems broken in 3.0.2 Message-ID: <20030529195934.GA15010@cbio.mskcc.org> I have a principal who is a requestor on a lot of tickets, and I want to remove her so that they're requestorless. If I try to do a bulk update and remove her as a requestor, I get one "Ticket NNN: Could not find that principal" message for each ticket. But just as a sanity check to make sure that I'm specifying her username right, if I try to bulk add her as a requestor to the tickets, it tells me she already is one. So I think that this might be a genuine RT bug. -Dan -- Daniel E. Eisenbud eisenbud at cbio.mskcc.org Computational Biology Center Memorial Sloan-Kettering Cancer Center From derek at csolve.net Thu May 29 17:39:49 2003 From: derek at csolve.net (Derek Buttineau) Date: Thu, 29 May 2003 17:39:49 -0400 Subject: [rt-users] Quicksearch OrderBy Message-ID: <3ED67E25.40508@csolve.net> I seem to be having an odd problem where Quicksearch will not perform any ordering of the queue.. it just pretty much spits them out ordered by the Queue id. From looking at the queues_overlay.pm it seems it should default to order by Name which is what I want, but it's not doing it. Any suggestions? Running RT 3.0.2, with Perl 5.8.0 on Apache2 with mod_perl2 Thanks, Derek From pdh at bestpractical.com Thu May 29 18:36:44 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 30 May 2003 08:36:44 +1000 Subject: [rt-users] RT3 speed thread In-Reply-To: <20030529153036.A33AB4C43A@smtp.us2.messagingengine.com> References: <20030529153036.A33AB4C43A@smtp.us2.messagingengine.com> Message-ID: <20030529223644.GA571@luggage> Andrew Tefft wrote: > I read all the articles in the "RT 3.0 Speed" thread with interest, > because I have the same problem. RT3 is much slower than RT2. I tweaked > my InnoDB options (still bad), I converted the rt3 tables to MyISAM > (still bad), Convert back. :-) > I made sure I had the latest version of DBIx::SearchBuilder > (0.82) (already had it). RT3 is still significantly slower. Can you give 3.0.3pre1 (in the devel area) a shot? It's drastically improved performance here. Also, make sure you enable mysql's query cache: set-variable = query_cache_size=32M set-variable = query_cache_type=1 -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From matt_lists at careercast.com Thu May 29 18:56:11 2003 From: matt_lists at careercast.com (Matt Simonsen) Date: 29 May 2003 15:56:11 -0700 Subject: [rt-users] RT3 speed thread In-Reply-To: <20030529223644.GA571@luggage> References: <20030529153036.A33AB4C43A@smtp.us2.messagingengine.com> <20030529223644.GA571@luggage> Message-ID: <1054248970.1055.233.camel@mattswrk> On Thu, 2003-05-29 at 15:36, Phil Homewood wrote: > Andrew Tefft wrote: > > I read all the articles in the "RT 3.0 Speed" thread with interest, > > because I have the same problem. RT3 is much slower than RT2. I tweaked > > my InnoDB options (still bad), I converted the rt3 tables to MyISAM > > (still bad), > > Convert back. :-) > > > I made sure I had the latest version of DBIx::SearchBuilder > > (0.82) (already had it). RT3 is still significantly slower. > > Can you give 3.0.3pre1 (in the devel area) a shot? It's > drastically improved performance here. > > Also, make sure you enable mysql's query cache: > > set-variable = query_cache_size=32M > set-variable = query_cache_type=1 This would be for Mysql 4.0 only, right? Matt From jesse at bestpractical.com Thu May 29 19:02:12 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 29 May 2003 19:02:12 -0400 Subject: [rt-users] RT3 speed thread In-Reply-To: <1054248970.1055.233.camel@mattswrk> References: <20030529153036.A33AB4C43A@smtp.us2.messagingengine.com> <20030529223644.GA571@luggage> <1054248970.1055.233.camel@mattswrk> Message-ID: <20030529230212.GR23719@fsck.com> On Thu, May 29, 2003 at 03:56:11PM -0700, Matt Simonsen wrote: > > Can you give 3.0.3pre1 (in the devel area) a shot? It's > > drastically improved performance here. > > > > Also, make sure you enable mysql's query cache: > > > > set-variable = query_cache_size=32M > > set-variable = query_cache_type=1 > > This would be for Mysql 4.0 only, right? Yes. And Mysql 4.0 is _strongly_ recommended for RT3. For high loads, RT 3.23 isn't the right answer. > > Matt > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From bderm at derman.com Thu May 29 20:47:26 2003 From: bderm at derman.com (Bryan Derman) Date: Thu, 29 May 2003 17:47:26 -0700 Subject: [rt-users] Problem(s) receiving mail via rt-mailgate Message-ID: I'm running RT 3.0.2 on OS X 10.2.6 with perl 5.8.0 and have been trying to the RT's email gateway to receive emails (everything else has been running smoothly for a while now). I have the server on an Intranet and have poked a hole in the firewall to allow email to be sent directly to the address of the system, not wanting RT to be generally accessible. After much fiddling with (aka configuring) sendmail, sendmail is finally sending and receiving emails. Although the system recieves emails as a user, I am now trying to get emails received and injected into RT (which is a very nice product, BTW). What my research has led me to do, thus far: ----- - I've put a link in /usr/adm/sm.bin to /opt/rt3/bin/rt-mailgate - I've also enabled RunProgramInUnsafeDirPath in sendmail (ugh!) What's currently happening: ----- Received emails are bounced with the following (sanitized) diagnostics: The following addresses had permanent fatal errors: "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://mumble.foo.com/" (reason: Service unavailable) (expanded from: ) Transcript of session follows: smrsh: "rt-mailgate" not available for sendmail programs (stat failed) 554 5.0.0 Service unavailable Final-Recipient: RFC822; rt@[xxx.xxx.xxx.25] X-Actual-Recipient: X-Unix; |/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://mumble.foo.com/ Action: failed Status: 5.5.0 Diagnostic-Code: X-Unix; 69 ======== I'm also not getting any errors logged (or displayed) from RT, which may or may not be another issue (currently, it looks like rt-mailgate never gets invoked so I'm guessing that no error log just means that everything in RT is running smoothly?). I've run Mr. Google ragged trying to solve this one (when I was young, in addition to having to walk 5 miles to school in 30-below weather, we not only didn't have Google ... we didn't have an Internet! #;-)) Anyone have any ideas that might send me in the right direction? From rspier at pobox.com Fri May 30 01:29:20 2003 From: rspier at pobox.com (Robert Spier) Date: Thu, 29 May 2003 22:29:20 -0700 Subject: [rt-users] Quicksearch OrderBy In-Reply-To: <3ED67E25.40508@csolve.net> References: <3ED67E25.40508@csolve.net> Message-ID: Try upgrading to MySQL 4.0.13. Previous versions had an issue in their innodb support where sometimes they'd ignore the ORDER BY part of a query. -R Derek Buttineau wrote: > > I seem to be having an odd problem where Quicksearch will not perform > any ordering of the queue.. it just pretty much spits them out ordered > by the Queue id. From looking at the queues_overlay.pm it seems it > should default to order by Name which is what I want, but it's not doing it. > > Any suggestions? > > Running RT 3.0.2, with Perl 5.8.0 on Apache2 with mod_perl2 > > Thanks, > > Derek > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From scott at xs4all.net Fri May 30 02:45:53 2003 From: scott at xs4all.net (Scott A. McIntyre) Date: Fri, 30 May 2003 08:45:53 +0200 Subject: [rt-users] RT3 speed thread In-Reply-To: <20030529230212.GR23719@fsck.com> References: <20030529153036.A33AB4C43A@smtp.us2.messagingengine.com> <20030529223644.GA571@luggage> <1054248970.1055.233.camel@mattswrk> <20030529230212.GR23719@fsck.com> Message-ID: <2147483647.1054284353@vla.gotsiedikkie.nl> --On Thursday, May 29, 2003 19:02 -0400 Jesse Vincent wrote: >> > set-variable = query_cache_size=32M >> > set-variable = query_cache_type=1 >> >> This would be for Mysql 4.0 only, right? > > > Yes. And Mysql 4.0 is _strongly_ recommended for RT3. For high loads, > RT 3.23 isn't the right answer. For a variety of reasons we're not ready to jump to RT3 yet, but is there any speed improvement for rt2 if mysql is moved to 4? I'm already doing innodb tables and that helped a lot, but some of the optimizations people have suggested for mysql only come along in 4. Anyone tried this rt2/mysql4 and can comment? Thanks, Scott From pdh at snapgear.com Fri May 30 03:19:35 2003 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 30 May 2003 17:19:35 +1000 Subject: [rt-users] want to port DB from RT2 to RT3 but I can't even find the *dumpfile* perl scripts In-Reply-To: <20030529184847.99250.qmail@web14707.mail.yahoo.com> References: <20030529184847.99250.qmail@web14707.mail.yahoo.com> Message-ID: <20030530071934.GA592@luggage> Larry Motz wrote: > I've search this mailing list and did a find for it in > the RT3 tarball and found nothing. Is there something > else to download? http://www.fsck.com/pub/rt/devel/ rt2-to-rt3-v1.13.tar.gz is the current version; rt2-to-rt3.tar.gz always points to the latest version too. -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From pdh at bestpractical.com Fri May 30 03:19:59 2003 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 30 May 2003 17:19:59 +1000 Subject: FW: [rt-users] import from rt2 In-Reply-To: References: Message-ID: <20030530071959.GB592@luggage> Cassily, Ryan wrote: > Importing groups > g[Thu May 29 13:30:15 2003] [crit]: No such pseudo-hash field "HASH(0x8ca53a0)" at dumpfile-to-rt-3.0 line 131. What version of the import tools do you have? That doesn't look like the latest (1.13). -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at snapgear.com Fri May 30 03:26:39 2003 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 30 May 2003 17:26:39 +1000 Subject: [rt-users] Problem(s) receiving mail via rt-mailgate In-Reply-To: References: Message-ID: <20030530072639.GC592@luggage> Bryan Derman wrote: > - I've put a link in /usr/adm/sm.bin to /opt/rt3/bin/rt-mailgate > > smrsh: "rt-mailgate" not available for sendmail programs (stat failed) Are you sure that /usr/adm/sm.bin is the correct directory for your smrsh, and that the permissions on it are correct? -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From bderm at derman.com Fri May 30 04:30:50 2003 From: bderm at derman.com (Bryan Derman) Date: Fri, 30 May 2003 01:30:50 -0700 Subject: [rt-users] Problem(s) receiving mail via rt-mailgate In-Reply-To: <20030530072639.GC592@luggage> References: <20030530072639.GC592@luggage> Message-ID: Can one ever be sure when it's software for which one does not have the source? #;-)) I did the strings | grep "thingie" as suggested on www.sendmail.org and looked a the smrsh man page. Both of these "tests" would indicate that /usr/adm/sm.bin is the directory used by OS X. [Can anyone confirm or deny this?] As for permissions, I have: /usr/adm/sm.bin drwxr-xr-x 4 root wheel 136 May 29 17:28 ./ drwxr-xr-x 4 root wheel 136 May 29 17:28 ../ lrwxr-xr-x 1 root wheel 24 May 29 17:28 rt-mailgate -> /opt/rt3/bin/rt-mailgate and /opt/rt3/bin drwxr-xr-x 8 root admin 272 May 19 03:09 ./ drwxr-xr-x 10 root admin 340 May 19 03:09 ../ -rwxr-xr-x 1 root rt 18487 May 12 17:31 rt-mailgate That makes everything executable and I'm not aware of any other conditions that need to be satisfied for Sendmail+smrsh ... but that doesn't mean there aren't any. [Anyone know whether there's a flaw in this setup?] I guess I could actually turn off the smrsh feature and see what happens, but I'd not want to run it without smrsh and it does seem pretty clear that that's where the issue is. Any ideas? ______________________________________________________________________ Previous message from Phil Homewood on 2003-05-30 at 5:26 PM +1000 ********************************************************************** >Bryan Derman wrote: >> - I've put a link in /usr/adm/sm.bin to /opt/rt3/bin/rt-mailgate >> >> smrsh: "rt-mailgate" not available for sendmail programs (stat failed) > >Are you sure that /usr/adm/sm.bin is the correct directory >for your smrsh, and that the permissions on it are correct? >-- >Phil Homewood, Systems Janitor, http://www.SnapGear.com >pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 >SnapGear - Custom Embedded Solutions and Security Appliances >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From pdh at snapgear.com Fri May 30 04:38:12 2003 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 30 May 2003 18:38:12 +1000 Subject: [rt-users] Problem(s) receiving mail via rt-mailgate In-Reply-To: References: <20030530072639.GC592@luggage> Message-ID: <20030530083812.GF592@luggage> Bryan Derman wrote: > I guess I could actually turn off the smrsh feature and see what happens, > but I'd not want to run it without smrsh and it does seem pretty clear > that that's where the issue is. Another long shot:- can you execute /usr/adm/sm.bin/rt-mailgate from the commandline? -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From brent at telecom1.com Fri May 30 06:38:40 2003 From: brent at telecom1.com (Brent Geach) Date: Fri, 30 May 2003 11:38:40 +0100 Subject: [rt-users] Mysql Searchbuilder? Message-ID: <20030530103840.GB3170@telecom1.com> Not sure what this is telling me but I see it every now and then in my rt logs: [Fri May 30 10:30:26 2003] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 385. (/export/www/new/rt3/lib/RT.pm:226) [Fri May 30 10:30:26 2003] [warning]: RT::Handle=HASH(0x9d83d60) couldn't execute the query 'INSERT INTO Attachments (Subject, ContentType, Filename, Headers, Creator, Parent, Created, ContentEncoding, Content, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 392. (/export/www/new/rt3/lib/RT.pm:226) [Fri May 30 10:30:26 2003] [info]: RT::Scrip=HASH(0x9f53b58): Couldn't prepare Open Tickets (/export/www/new/rt3/lib/RT/Scrip_Overlay.pm:338) This is when someone is trying to email an attachment into rt and the attachments then fail this is on rt3.0.2 and DBISearchbuilder0.81_04 -- Regards, Brent /"\ \ / Linux Registered X ASCII Ribbon Campaign User #309941 / \ Against HTML Mail From pdh at snapgear.com Fri May 30 07:16:24 2003 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 30 May 2003 21:16:24 +1000 Subject: [rt-users] Mysql Searchbuilder? In-Reply-To: <20030530103840.GB3170@telecom1.com> References: <20030530103840.GB3170@telecom1.com> Message-ID: <20030530111624.GG592@luggage> Brent Geach wrote: > Not sure what this is telling me but I see it every now and then in my rt > [Fri May 30 10:30:26 2003] [warning]: DBD::mysql::st execute failed: MySQL > server has gone away at Check your mysql logs. It sounds like mysqld is dying. -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From martin.schapendonk at whitehorses.nl Fri May 30 07:43:47 2003 From: martin.schapendonk at whitehorses.nl (Martin Schapendonk) Date: Fri, 30 May 2003 13:43:47 +0200 Subject: [rt-users] Linux versions supported. In-Reply-To: <20030528170955.GA7060@cait.org> Message-ID: # > Not really an answer to your question but RT3.0.0 has now been # > accepted into Debian/unstable. There should be an upload of 3.0.2 # > soonish as well. Given a couple of weeks it should make it into # > testing. This means that all the dependencies and most common # > configurations are supported out of the box. We're currently working # > on Debconf support as well to make configuration really easy. # # Would it be possible to get a backport for woody, too? Running unstable # or testing for critical servers gets me nervous. You could take only RT from testing and keep the rest of your server stable. Martin From pape-rt at inf.fu-berlin.de Fri May 30 08:25:23 2003 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Fri, 30 May 2003 14:25:23 +0200 Subject: [rt-users] [rt-announce] Development Snapshot 3.0.2++ In-Reply-To: <20030529061312.GG23719@fsck.com> References: <20030523202405.GF23719@fsck.com> <2147483647.1053974498@[10.0.255.35]> <757795791.1053986803@localhost> <2147483647.1054027068@[10.0.255.35]> <1235481823.1054114816@[10.0.255.35]> <20030529061312.GG23719@fsck.com> Message-ID: <2147483647.1054304723@[10.0.255.35]> Hello Jesse, --Am Donnerstag, 29. Mai 2003 2:13 Uhr -0400 schrieb Jesse Vincent : > It really shouldn't be. We've made additional changes to the RT core > for UTF8. I'm not sure that any of them will fix it, but if you grab the > same URL from aegis for the rt 3.0 branch, it should be the current > code. I'd love to know how that works for you. the newest version did not solve the problem neither. I have now taken care of eliminating most custom configs here. rt-mailgate is invoked from the same Virtual Server as the webserver. I cannot see any differences in the record for the displayed transaction attachments when I browse through the rt3 database with phpmyadmin. Even though the display of one ticket in the webbrowser ist garbled and the other one not. This does not depend on the browser I choose to display and also the source of the webpage is different with the characters displayed in the header fields of the transaction. Can you reproduce the error at your test set with the decriptions I sent to you? This specific error which I could reproduce was only a minor annoyance compared to the former problems I decribed before in the thread, but which I could not reproduce. I will continue testing and save the two tickets here. If you tell me how to get them from our database, I can send you a dump of them. Dirk. From derek at csolve.net Fri May 30 08:35:20 2003 From: derek at csolve.net (Derek Buttineau) Date: Fri, 30 May 2003 08:35:20 -0400 Subject: [rt-users] Quicksearch OrderBy In-Reply-To: References: <3ED67E25.40508@csolve.net> Message-ID: <3ED75008.40800@csolve.net> Thanks, that seems to have done the trick.. moved from 4.0.12 to 4.0.13 and now the Quicksearch is sorting properly. Derek Robert Spier wrote: >Try upgrading to MySQL 4.0.13. Previous versions had an issue in >their innodb support where sometimes they'd ignore the ORDER BY part >of a query. > >-R > >Derek Buttineau wrote: > > >>I seem to be having an odd problem where Quicksearch will not perform >>any ordering of the queue.. it just pretty much spits them out ordered >>by the Queue id. From looking at the queues_overlay.pm it seems it >>should default to order by Name which is what I want, but it's not doing it. >> >>Any suggestions? >> >>Running RT 3.0.2, with Perl 5.8.0 on Apache2 with mod_perl2 >> >>Thanks, >> >>Derek >> >>_______________________________________________ >>rt-users mailing list >>rt-users at lists.fsck.com >>http://lists.fsck.com/mailman/listinfo/rt-users >> >> > > > > From mnagel at willingminds.com Fri May 30 11:25:02 2003 From: mnagel at willingminds.com (Mark D. Nagel) Date: Fri, 30 May 2003 08:25:02 -0700 Subject: [rt-users] error creating ticket - attachment insert failed Message-ID: <3ED777CE.4070805@willingminds.com> A user sent a message via e-mail to our RT instance with a spreadsheet attached, which has worked before. In this case, the attachment was a bit large (about 300K), and the following happened: May 30 07:55:08 monitor RT: RT::Handle=HASH(0x832e168) couldn't execute the query 'INSERT INTO Attachments (Creator, ContentEncoding, ContentType, Filename, Subject, TransactionId, Headers, Content, Created, Parent) VALUES (?, ?, ?, ?, ?, ? , ?, ?, ?, ?)' at /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 392. (/opt/rt3/lib/RT.pm:226) May 30 07:55:08 monitor RT: #163/840 - Scrip 2 (/opt/rt3/lib/RT/Action/SendEmail.pm:91) May 30 07:55:09 monitor RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:171) May 30 07:55:09 monitor RT: #163/840 - Scrip 3 (/opt/rt3/lib/RT/Action/SendEmail.pm:91) May 30 07:55:22 monitor RT: sent To: Cc: Bcc: ADDRESS-LIST-REMOVED (/opt/rt3/lib/RT/Action/SendEmail.pm:217) May 30 07:55:36 monitor RT: Ticket 163 created in queue 'General' by RickC at KAPCO USA.com (/opt/rt3/lib/RT/Ticket_Overlay.pm:598) May 30 07:56:12 monitor RT: WebRT: Could not load ticket 163 () (/opt/rt3/share/html/Elements/Error:54) May 30 07:56:16 monitor RT: WebRT: Could not load ticket 163 () (/opt/rt3/share/html/Elements/Error:54) May 30 07:56:29 monitor RT: Tickets->LimitRequestor is deprecated. please rewrite call at HTML::Mason::Commands - /opt/rt3/lib/RT/Interface/Web.pm: 595 (/opt/rt3/lib/RT/Tickets_Overlay.pm:1304) May 30 07:56:42 monitor RT: WebRT: Could not load ticket 163 () (/opt/rt3/share/html/Elements/Error:54) May 30 07:57:51 monitor RT: WebRT: Could not load ticket 163 () (/opt/rt3/share/html/Elements/Error:54) All attempts to load the ticket failed. The original attachment was sent via email in the notifications, so I saved it and created the ticket manually via the web interface. It worked in that case just fine. Anyone have an idea on what might be going on? The environment is Red Hat 7.3 with RT 3.02pre6. The database is MySQL 3.23.56 using InnoDB tables. I haven't tried recreating yet via e-mail, but with luck it will be reproducible -- if so, I'll see if I can turn up debugging to capture more information. Mark -- Mark D. Nagel, CCIE #3177 Principal Consultant, Willing Minds LLC tel/fax: 949-623-9853, web: http://www.willingminds.com/ From jgedeon at qualcomm.com Fri May 30 11:44:46 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Fri, 30 May 2003 08:44:46 -0700 Subject: [rt-users] Problem installing rt 3-0-2 Message-ID: <5.1.0.14.2.20030530083940.00ae4e70@unixmail.qualcomm.com> Hi all, I have been trying to install rt3 for the last few days and have run into an issue. The configure,make install scripts run fine, when I run make initialize-database the schema is created successfully as well as ACLs but it fails to create the RT system user. I get the following error >schema sucessfully inserted >Now inserting database ACLs >Now inserting RT core system objects >unix passed to setlogsock, but path not available at >/opt/rt/perl/lib/perl5/site_perl/5.8.0/Log/Dispatch/Syslog.pm line 66 >Checking for existing system user...not found. This appears to be a new >installation. >Creating system user...[Fri May 30 15:37:24 2003] [crit]: Couldn't create >a Principal on new user create. Strange things are afoot at the circle K >(/opt/rt/rt3/lib/RT/User_Overlay.pm:464) I looked at the file User_Overlay.pm but all I found was that the Create wasn't happening. I am not sure where to look to start diagnosing this issue? I have rt2-0-15 working successfully on the same machine. rt-3-0-2 solaris 2.8 Searchbuilder 0.80 TIA John -- <>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on your own understanding; in all your ways acknowledge him, and he will make your paths straight." From dryduck at mailworks.org Fri May 30 11:45:26 2003 From: dryduck at mailworks.org (Andrew Tefft) Date: Fri, 30 May 2003 10:45:26 -0500 Subject: [rt-users] RT3 speed thread In-Reply-To: <20030529223644.GA571@luggage> References: <20030529153036.A33AB4C43A@smtp.us2.messagingengine.com> <20030529223644.GA571@luggage> Message-ID: <20030530154526.DE311ADF@smtp.us2.messagingengine.com> On Fri, 30 May 2003 08:36:44 +1000, "Phil Homewood" said: > Andrew Tefft wrote: > > I read all the articles in the "RT 3.0 Speed" thread with interest, > > because I have the same problem. RT3 is much slower than RT2. I tweaked > > my InnoDB options (still bad), I converted the rt3 tables to MyISAM > > (still bad), > > Convert back. :-) I was planning on it :-) > > I made sure I had the latest version of DBIx::SearchBuilder > > (0.82) (already had it). RT3 is still significantly slower. > > Can you give 3.0.3pre1 (in the devel area) a shot? It's > drastically improved performance here. Yep I'll give it a try. > Also, make sure you enable mysql's query cache: > > set-variable = query_cache_size=32M > set-variable = query_cache_type=1 I had a 16M query_cache. Changed it to 32M and went back to InnoDB for all but the table 'sessions' which was MyISAM to begin with. No appreciable difference from that, but I'll try 3.0.3pre1 now and report back. -- Andrew Tefft dryduck at mailworks.org -- http://www.fastmail.fm - A no graphics, no pop-ups email service From mcw at grove.ufl.edu Fri May 30 11:57:56 2003 From: mcw at grove.ufl.edu (Mike Wright) Date: Fri, 30 May 2003 11:57:56 -0400 (EDT) Subject: [rt-users] CreateGroup right? Message-ID: Using RT version 3-0-2, I can't create a group unless I am (or have) SuperUser. This code in Group_Overlay.pm: sub CreateUserDefinedGroup { my $self = shift; unless ( $self->CurrentUserHasRight('CreateGroup') ) { $RT::Logger->warning( $self->CurrentUser->Name . " Tried to create a group without permission." ); return ( 0, $self->loc('Permission Denied') ); requires the "CreateGroup" right, which doesn't appear in the list of rights to be granted. Should that have been coded as "AdminGroup" or is there really a separate "CreateGroup" right? I've modified the above code to use AdminGroup and it seems to do what I'd expect. Mike Wright University of Florida mcw at grove.ufl.edu From ckolar at imsa.edu Fri May 30 12:24:12 2003 From: ckolar at imsa.edu (Christopher Kolar) Date: Fri, 30 May 2003 11:24:12 -0500 Subject: [rt-users] can't change user email addr in 2.0.14? Message-ID: <5.2.1.1.2.20030530111903.0362ab30@mail.imsa.edu> Hello. A member of our team recently took a job in another town. He is still working for us as a consultant and needs access to the system, but he has a new email address. When I go to Configure::User and pull up his screen I have been able to modify various fields, but when I try to update the email address field I get the message EmailAddress: Illegal value for EmailAddress and the address remains unchanged. I know that there are plenty of tickets in the system that have him as requester/owner, and I may have put his email address in as a CC on few items without assigning his account. Is there any magic that I need to do in order to get the user profile updated with the new address, or am I missing something fundamental about how user accounts and addresses work? Thanks in advance, --chris /////\\\\\/////\\\\\ Christopher G. Kolar Coordinator of Information and Technology Integration Illinois Mathematics and Science Academy ckolar at imsa.edu -- staff.imsa.edu/~ckolar -- PGP Public Key ID: 0xC6492C72 Information literacy news, tools, and programs: infoliteracy-subscribe at iti.cnsnet.imsa.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From dryduck at mailworks.org Fri May 30 12:35:17 2003 From: dryduck at mailworks.org (Andrew Tefft) Date: Fri, 30 May 2003 11:35:17 -0500 Subject: [rt-users] RT3 speed thread In-Reply-To: <20030529223644.GA571@luggage> References: <20030529153036.A33AB4C43A@smtp.us2.messagingengine.com> <20030529223644.GA571@luggage> Message-ID: <20030530163518.54A36253F4@smtp.us2.messagingengine.com> Well, I am happy to report that 3.0.3pre1 is MUCH faster than 3.0.2 and it even beats rt2 siginificantly. I'm going to update my rt3 db and stick with it. -- Andrew Tefft dryduck at mailworks.org -- http://www.fastmail.fm - Choose from over 50 domains or use your own From jesse at bestpractical.com Fri May 30 13:05:52 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 30 May 2003 13:05:52 -0400 Subject: [rt-users] Problem installing rt 3-0-2 In-Reply-To: <5.1.0.14.2.20030530083940.00ae4e70@unixmail.qualcomm.com> References: <5.1.0.14.2.20030530083940.00ae4e70@unixmail.qualcomm.com> Message-ID: <20030530170552.GB23719@fsck.com> What database? On Fri, May 30, 2003 at 08:44:46AM -0700, John Gedeon wrote: > Hi all, > > I have been trying to install rt3 for the last few days and have run > into an issue. The configure,make install scripts run fine, when I run make > initialize-database the schema is created successfully as well as ACLs but > it fails to create the RT system user. I get the following error > > >schema sucessfully inserted > >Now inserting database ACLs > >Now inserting RT core system objects > >unix passed to setlogsock, but path not available at > >/opt/rt/perl/lib/perl5/site_perl/5.8.0/Log/Dispatch/Syslog.pm line 66 > >Checking for existing system user...not found. This appears to be a new > >installation. > >Creating system user...[Fri May 30 15:37:24 2003] [crit]: Couldn't create > >a Principal on new user create. Strange things are afoot at the circle K > >(/opt/rt/rt3/lib/RT/User_Overlay.pm:464) > > I looked at the file User_Overlay.pm but all I found was that the Create > wasn't happening. I am not sure where to look to start diagnosing this > issue? I have rt2-0-15 working successfully on the same machine. > > rt-3-0-2 > solaris 2.8 > Searchbuilder 0.80 > > TIA > John > > > > -- > <>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on > your own understanding; > in all your ways acknowledge him, and he > will make your paths straight." > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jgedeon at qualcomm.com Fri May 30 13:51:32 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Fri, 30 May 2003 10:51:32 -0700 Subject: [rt-users] Problem installing rt 3-0-2 In-Reply-To: <20030530170552.GB23719@fsck.com> References: <5.1.0.14.2.20030530083940.00ae4e70@unixmail.qualcomm.com> <5.1.0.14.2.20030530083940.00ae4e70@unixmail.qualcomm.com> Message-ID: <5.1.0.14.2.20030530105112.038a9210@unixmail.qualcomm.com> At 10:05 AM 5/30/2003, Jesse Vincent wrote: >What database? Oracle 8.1.7 >On Fri, May 30, 2003 at 08:44:46AM -0700, John Gedeon wrote: > > Hi all, > > > > I have been trying to install rt3 for the last few days and have run > > into an issue. The configure,make install scripts run fine, when I run > make > > initialize-database the schema is created successfully as well as ACLs but > > it fails to create the RT system user. I get the following error > > > > >schema sucessfully inserted > > >Now inserting database ACLs > > >Now inserting RT core system objects > > >unix passed to setlogsock, but path not available at > > >/opt/rt/perl/lib/perl5/site_perl/5.8.0/Log/Dispatch/Syslog.pm line 66 > > >Checking for existing system user...not found. This appears to be a new > > >installation. > > >Creating system user...[Fri May 30 15:37:24 2003] [crit]: Couldn't create > > >a Principal on new user create. Strange things are afoot at the circle K > > >(/opt/rt/rt3/lib/RT/User_Overlay.pm:464) > > > > I looked at the file User_Overlay.pm but all I found was that the Create > > wasn't happening. I am not sure where to look to start diagnosing this > > issue? I have rt2-0-15 working successfully on the same machine. > > > > rt-3-0-2 > > solaris 2.8 > > Searchbuilder 0.80 > > > > TIA > > John > > > > > > > > -- > > <>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on > > your own understanding; > > in all your ways acknowledge him, and he > > will make your paths straight." > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > >-- >http://www.bestpractical.com/rt -- Trouble Ticketing. Free. -- <>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on your own understanding; in all your ways acknowledge him, and he will make your paths straight." From les at futuresource.com Fri May 30 13:55:39 2003 From: les at futuresource.com (les) Date: 30 May 2003 12:55:39 -0500 Subject: [rt-users] RT3 speed thread In-Reply-To: <20030530163518.54A36253F4@smtp.us2.messagingengine.com> References: <20030529153036.A33AB4C43A@smtp.us2.messagingengine.com> <20030529223644.GA571@luggage> <20030530163518.54A36253F4@smtp.us2.messagingengine.com> Message-ID: <1054317339.4930.168.camel@moola.futuresource.com> On Fri, 2003-05-30 at 11:35, Andrew Tefft wrote: > Well, I am happy to report that 3.0.3pre1 is MUCH faster than 3.0.2 and > it even beats rt2 siginificantly. I'm going to update my rt3 db and stick > with it. Can you give some installation details: mysql vs postgresql and which version number? Does anyone have postgresql working fast yet? --- Les Mikesell les at futuresource.com From dryduck at mailworks.org Fri May 30 14:40:20 2003 From: dryduck at mailworks.org (Andrew Tefft) Date: Fri, 30 May 2003 13:40:20 -0500 Subject: [rt-users] RT3 speed thread In-Reply-To: <2147483647.1054322602@vla.gotsiedikkie.nl> References: <20030529153036.A33AB4C43A@smtp.us2.messagingengine.com> <20030529223644.GA571@luggage> <20030530163518.54A36253F4@smtp.us2.messagingengine.com> <2147483647.1054322602@vla.gotsiedikkie.nl> Message-ID: <20030530184020.94FBF65465@smtp.us2.messagingengine.com> Here are my particulars: Sun E450, 1 gig of memory, 2 processors, Solaris 7 perl 5.8.0 -- new installation, so all modules installed during the rt2 and rt3 installations are the latest versions available as of this week. apache 1.3.27, mod_perl 1.27 mysql 4.0.13 with the following relevant entries from my.cnf. There's one other database (besides rt1 and rt2) that gets a lot more action than rt (I'm currently the only active rt user). mysqld is currently hovering at about 32 megs ram and 400 megs RSS (sheesh). There's probably more tweaking that can be done here, but I've only had mysql 4 installed for a few days. [mysqld] port = 3306 socket = /tmp/mysql.sock skip-locking key_buffer = 32M max_allowed_packet = 1M table_cache = 64 sort_buffer_size = 1M read_buffer_size = 1M myisam_sort_buffer_size = 64M thread_cache = 8 query_cache_size= 32M query_cache_type=1 # Try number of CPU's*2 for thread_concurrency thread_concurrency = 4 # Uncomment the following if you are using InnoDB tables innodb_data_home_dir = /usr/local/mysql/var/ innodb_data_file_path = ibdata1:10M:autoextend innodb_log_group_home_dir = /usr/local/mysql/var/ innodb_log_arch_dir = /usr/local/mysql/var/ # You can set .._buffer_pool_size up to 50 - 80 % # of RAM but beware of setting memory usage too high innodb_buffer_pool_size = 256M innodb_additional_mem_pool_size = 20M # Set .._log_file_size to 25 % of buffer pool size innodb_log_file_size = 64M innodb_log_buffer_size = 8M innodb_flush_log_at_trx_commit = 1 innodb_lock_wait_timeout = 50 -- Andrew Tefft dryduck at mailworks.org -- http://www.fastmail.fm - Choose from over 50 domains or use your own From khera at kcilink.com Fri May 30 15:20:50 2003 From: khera at kcilink.com (Vivek Khera) Date: Fri, 30 May 2003 15:20:50 -0400 Subject: [rt-users] RT3 speed thread In-Reply-To: <1054317339.4930.168.camel@moola.futuresource.com> References: <20030529153036.A33AB4C43A@smtp.us2.messagingengine.com> <20030529223644.GA571@luggage> <20030530163518.54A36253F4@smtp.us2.messagingengine.com> <1054317339.4930.168.camel@moola.futuresource.com> Message-ID: <16087.44818.912689.334670@yertle.int.kciLink.com> >>>>> "l" == les writes: l> Can you give some installation details: mysql vs postgresql and l> which version number? Does anyone have postgresql working fast l> yet? Well, I just made an executive decision that I don't really want to learn mysql all over again, so I'm moving my RT3 install back over to Postgres later this afternoon (no real tickets in it so it is easy ;-) I'll see how it holds up. RT2 holds up great with Postgres. I added referential integrity constraints which makes it really easy to clean out dead tickets... Hint, hint Jesse (yes I know you have a partial set of them for RT3 but I think they should be standard and part of the schema from the start!) -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= 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 khera at kcilink.com Fri May 30 15:37:33 2003 From: khera at kcilink.com (Vivek Khera) Date: Fri, 30 May 2003 15:37:33 -0400 Subject: [rt-users] RT3 speed thread In-Reply-To: <184960000.1054322958@lerlaptop.iadfw.net> References: <20030529153036.A33AB4C43A@smtp.us2.messagingengine.com> <20030529223644.GA571@luggage> <20030530163518.54A36253F4@smtp.us2.messagingengine.com> <1054317339.4930.168.camel@moola.futuresource.com> <16087.44818.912689.334670@yertle.int.kciLink.com> <184960000.1054322958@lerlaptop.iadfw.net> Message-ID: <16087.45821.314756.166926@yertle.int.kciLink.com> >>>>> "LR" == Larry Rosenman writes: >> set of them for RT3 but I think they should be standard and part of >> the schema from the start!) LR> Can you tell me what you added? (I just converted to RT3/PG 7.3.2 LR> 2 weeks ago for my little consulting biz from RT2/PG 7.3.2). Here are the referential integrity constraints for Postgres for RT2. I've used this on Postgres 7.2. I haven't had the opportunity to make these for RT3 yet, but Jesse has a start for MySQL in the same directory as the schema files. Really, all you need to do is draw a line from one field of one table to the field/table which links them and make the corresponding ALTER TABLE like below. The key is knowing which lines to draw... The PRIMARY KEYs I added because for some reason my install was missing them. Again these are for RT2 *NOT* RT3. ALTER TABLE KeywordSelects ADD PRIMARY KEY (id); ALTER TABLE Attachments ADD PRIMARY KEY (id); ALTER TABLE Queues ADD PRIMARY KEY (id); ALTER TABLE Links ADD PRIMARY KEY (id); ALTER TABLE Groups ADD PRIMARY KEY (id); ALTER TABLE Watchers ADD PRIMARY KEY (id); ALTER TABLE ScripConditions ADD PRIMARY KEY (id); ALTER TABLE Transactions ADD PRIMARY KEY (id); ALTER TABLE Scrips ADD PRIMARY KEY (id); ALTER TABLE ACL ADD PRIMARY KEY (id); ALTER TABLE GroupMembers ADD PRIMARY KEY (id); ALTER TABLE ObjectKeywords ADD PRIMARY KEY (id); ALTER TABLE Keywords ADD PRIMARY KEY (id); ALTER TABLE Users ADD PRIMARY KEY (id); ALTER TABLE Tickets ADD PRIMARY KEY (id); ALTER TABLE ScripActions ADD PRIMARY KEY (id); ALTER TABLE Templates ADD PRIMARY KEY (id); ALTER TABLE Transactions ADD CONSTRAINT transfk1 FOREIGN KEY (Ticket) REFERENCES Tickets(id) MATCH FULL ON DELETE CASCADE; ALTER TABLE Attachments ADD CONSTRAINT attachfk1 FOREIGN KEY (TransactionID) REFERENCES Transactions(id) MATCH FULL ON DELETE CASCADE; ALTER TABLE Watchers ADD CONSTRAINT watchfk1 FOREIGN KEY (Value) REFERENCES Tickets(id) MATCH FULL ON DELETE CASCADE; ALTER TABLE ObjectKeywords ADD CONSTRAINT objectfk1 FOREIGN KEY (ObjectId) REFERENCES Tickets(id) MATCH FULL ON DELETE CASCADE; ALTER TABLE Links ADD CONSTRAINT linksfk1 FOREIGN KEY (LocalTarget) REFERENCES Tickets(id) MATCH FULL ON DELETE CASCADE; ALTER TABLE Links ADD CONSTRAINT linksfk2 FOREIGN KEY (LocalBase) REFERENCES Tickets(id) MATCH FULL ON DELETE CASCADE; From kenneth at ylayali.net Fri May 30 16:24:08 2003 From: kenneth at ylayali.net (kenneth dombrowski) Date: Fri, 30 May 2003 16:24:08 -0400 Subject: [rt-users] RT 3.0/mod_perl1 on debian stable/Woody Message-ID: <20030530202408.GA7330@ylayali.net> Hi, I'm new to the list after becoming interested in RT after a mention on debian-user a week or so ago. It seems a few people are struggling with backporting RT3 to Woody, so I'm not alone. I've been at it for a couple of days now, & I think I'm almost there, but I seem to be having some problems with mod_perl I created this VirtualHost directive block: # /etc/apache/vhosts/rt.conf ServerName bugs.ylayali.net DocumentRoot /usr/share/request-tracker3/html AddDefaultCharset UTF-8 PerlModule Apache::DBI # the following is line 18 of the error message below: PerlRequire /usr/share/request-tracker3/libexec/webmux.pl SetHandler perl-script PerlHandler RT::Mason And now 'apache -t' is giving me the following error: Processing config file: /etc/apache/vhosts/rt.conf [Fri May 30 15:08:47 2003] [error] The following parameters were passed in the call to HTML::Mason::ApacheHandler::new but were not listed in the validation options: data_dir allow_globals args_method comp_root default_escape_flags Params::Validate::__ANON__('The following parameters were passed in the call to HTML::Mason:...') called at /usr/share/perl5/Params/Validate.pm line 244 Params::Validate::validate('ARRAY(0x89e7bf4)', 'HASH(0x8e21c28)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 384 HTML::Mason::ApacheHandler::new(undef, 'comp_root', 'ARRAY(0x8dab140)', 'args_method', 'CGI', 'default_escape_flags', 'h', 'allow_globals', ...) called at /usr/share/perl5/RT/Interface/Web.pm line 61 RT::Interface::Web::NewApacheHandler() called at /usr/share/request-tracker3/libexec/webmux.pl line 108 require /usr/share/request-tracker3/libexec/webmux.pl called at (eval 5) line 1 eval 'require \'/usr/share/request-tracker3/libexec/webmux.pl\' ;' called at /usr/share/request-tracker3/libexec/webmux.pl line 0 Compilation failed in require at (eval 5) line 1. Syntax error on line 18 of /etc/apache/vhosts/rt.conf: The following parameters were passed in the call to HTML::Mason::ApacheHandler::new but were not listed in the validation options: data_dir allow_globals args_method comp_root default_escape_flags Params::Validate::__ANON__('The following parameters were passed in the call to HTML::Mason:...') called at /usr/share/perl5/Params/Validate.pm line 244 Params::Validate::validate('ARRAY(0x89e7bf4)', 'HASH(0x8e21c28)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 384 HTML::Mason::ApacheHandler::new(undef, 'comp_root', 'ARRAY(0x8dab140)', 'args_method', 'CGI', 'default_escape_flags', 'h', 'allow_globals', ...) called at /usr/share/perl5/RT/Interface/Web.pm line 61 RT::Interface::Web::NewApacheHandler() called at /usr/share/request-tracker3/libexec/webmux.pl line 108 require /usr/share/request-tracker3/libexec/webmux.pl called at (eval 5) line 1 eval 'require \'/usr/share/request-tracker3/libexec/webmux.pl\' ;' called at /usr/share/request-tracker3/libexec/webmux.pl line 0 Compilation failed in require at (eval 5) line 1. Some versions: Perl 5.6.1-8.2 mod_perl 1.26-3.0woody1 request-tracker3: 3.0.0-8 (built from debian/unstable source on debian/stable) Params::Validate: 0.24-2 (unstable .deb downloaded & installed on stable with 'dpkg -i') I noticed earlier in the process that the rt-test-dependencies script required 0.02 of Params::Validate, but the version in Woody (0.04) failed due to validate_options being undefined, which in fact was added in 0.05 according to the changelog: 0.05 Aug 23, 2001 - Added Attribute::Params::Validate - do validation via attributes! - Rename set_options to validation_options. This can now be exported safely and is included in the :all export tag. set_options is deprecated and will be removed in a future release. Thanks to Jon Swartz for the suggestion. I notice too that CPAN is up to 0.59 for this module, could RT depend on something a little more recent? I ask rather than just trying to upgrade because, while I met several of the other RT dependencies by installing modules directly from CPAN, the request-tracker3 deb explicitly lists libparams-validate-perl as a dependency and I will have to learn how to debanize a later version before I can upgrade it Alternatively, if you have another idea about what might be causing this error, I would be grateful for any suggestion. It is the first time I've tried to use mod_perl on this server (or anywhere else), and I'm not really opposed to using fast-cgi -- at least not until I see how slow it really is -- but have been trying to follow the path of least resistence (i.e., more documentation) at least until I get it working Thanks in advance, Kenneth (actually the recent "RT3 speed thread" is tempting me to abandon .debs altogether and install 3.0.3pre1 into /usr/local, but given the days I've already invested I'd like to see if I can go the last mile with debian's 3.0.0) From kenneth at ylayali.net Fri May 30 16:35:25 2003 From: kenneth at ylayali.net (kenneth dombrowski) Date: Fri, 30 May 2003 16:35:25 -0400 Subject: [rt-users] RT 3.0/mod_perl1 on debian stable/Woody In-Reply-To: <20030530202611.GO23719@fsck.com> References: <20030530202408.GA7330@ylayali.net> <20030530202611.GO23719@fsck.com> Message-ID: <20030530203525.GB7330@ylayali.net> Hi Jesse, On 03-05-30 16:26 -0400, Jesse Vincent wrote: > What mason is in woody? 1.04-1, that seems to be it. I was able to remove the .deb and install 1.20 from CPAN 'apache -t' now reports 'Syntax OK' Thanks a lot! Kenneth From sophia at aps.org Fri May 30 16:39:22 2003 From: sophia at aps.org (Sophie Rockhsar) Date: Fri, 30 May 2003 16:39:22 -0400 Subject: [rt-users] RT3 speed thread In-Reply-To: <1054317339.4930.168.camel@moola.futuresource.com> References: <20030529153036.A33AB4C43A@smtp.us2.messagingengine.com> <20030530163518.54A36253F4@smtp.us2.messagingengine.com> <1054317339.4930.168.camel@moola.futuresource.com> Message-ID: <200305301639.22129.sophia@aps.org> > Can you give some installation details: mysql vs postgresql and > which version number? Does anyone have postgresql working fast > yet? My experience with RT 3.0.2 on PostgreSql 7.3.2 : CRAWLING (FreeBSD) --Sophie > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 gnostic at revahertz.com Fri May 30 16:42:57 2003 From: gnostic at revahertz.com (Joseph Gosselin) Date: Fri, 30 May 2003 16:42:57 -0400 Subject: [rt-users] Approval problems with RT3 Message-ID: <20030530204257.GA11732@aleph> Good day. The company I work for has been quite happy with RT3 as a replacement for an antiquated system we were using, and for general use all is going quite well. However, the management wants to enable the approval system, and this is an area where I have run into some trouble in configuration and implementation. Basically, I can create a queue (Approbations) and then create a global template of the following form, named ``DevApprovals'': ===Create-Ticket: codereview Subject: Code review for {$Tickets{'TOP'}->Subject} Depended-On-By: {$Tickets{'TOP'}->Id} Queue: Approbations Type: Approval Content: Someone has created a ticket. you should review and approve it, so they can finish their work. ENDOFCONTENT Then I add an ``Approval Scrip'' to the Support queue: On Create Create Tickets with template DevApprovals This works in that when a ticket is created in the Support queue, a ticket of type Approval is also created. However, from here some problems occur, which I find quite puzzling: The ``Depended-On-By'' condition is not set, regardless of the fact that it exists in the template. The Approval ticket does not show up in the Approbations queue, and is only accessible via the ``Approval'' link to the left of the main display. Viewing the ticket in the ``Approval'' section shows the approval ticket, but not the information for the ticket that it is referencing. So, if you have a ticket named ``testing still'', you will have an approval ticket created with the name ``Code review for testing still'' but nothing further. I have experimented with these approval tickets, particularly in the range of setting dependencies. I found that by manually making a ticket dependent on one of these approval tickets, the content of the ticket requireing approval shows up in the ``My approvals'' interface, which is good. However, this doesn't fix the problem that this isn't being done automatically by the scrip. Also, I found that although I could not resolve the ticket with a dependency while the approval was pending, after denying the approval ticket I was able to resolve the ticket which depended on the approval, even though that approval was denied. This is a bit confusing, as I would have thought that a rejected approval ticket would have also rejected the ticket that depended on that approval. I'm sure someone has implemented this successfully, but I did not find much in the PDF documentation on RT3 about setting up approvals. I had to get the information I do have from browsing the mailing list archives, so I don't know that I set this up correctly. Please, could someone point me to a reference on setting this up, or perhaps provide me with the valuable clue I need to get this going myself? Thank you. My setup is as follows - I am using RT 3.0.2 on Debian Linux with a mysql backend and Apache as the web server. -- Joe Gosselin Jr. System Administrator -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From ler at lerctr.org Fri May 30 16:45:50 2003 From: ler at lerctr.org (Larry Rosenman) Date: Fri, 30 May 2003 15:45:50 -0500 Subject: [rt-users] RT3 speed thread In-Reply-To: <200305301639.22129.sophia@aps.org> References: <20030529153036.A33AB4C43A@smtp.us2.messagingengine.com> <20030530163518.54A36253F4@smtp.us2.messagingengine.com> <1054317339.4930.168.camel@moola.futuresource.com> <200305301639.22129.sophia@aps.org> Message-ID: <264090000.1054327550@lerlaptop.iadfw.net> --On Friday, May 30, 2003 16:39:22 -0400 Sophie Rockhsar wrote: >> Can you give some installation details: mysql vs postgresql and >> which version number? Does anyone have postgresql working fast >> yet? > > My experience with RT 3.0.2 on PostgreSql 7.3.2 : CRAWLING > (FreeBSD) ' Have you tuned the PG buffers? It flies for me on UnixWare. LER > > --Sophie >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.fsck.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 > -- Larry Rosenman http://www.lerctr.org/~ler Phone: +1 972-414-9812 E-Mail: ler at lerctr.org US Mail: 1905 Steamboat Springs Drive, Garland, TX 75044-6749 From bbrown at harper.cc.il.us Fri May 30 23:26:04 2003 From: bbrown at harper.cc.il.us (Bob Brown) Date: Fri, 30 May 2003 22:26:04 -0500 Subject: [rt-users] repeating tickets?? Message-ID: Just looking at RT for the first time. Can it handle a 'repeating ticket'...for example, if I tell it that I want a ticket of 'Test restore from host xxx', can it be set to generate this ticket every 30 days (as a reminder)? thanks. -Bob bbrown at harpercollege.edu #### #### Bob Brown - KB9LFR Harper Community College ## ## ## Systems Administrator Palatine IL USA #### #### Saved by grace From jesse at bestpractical.com Sat May 31 00:37:23 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 31 May 2003 00:37:23 -0400 Subject: [rt-users] Problem installing rt 3-0-2 In-Reply-To: <5.1.0.14.2.20030530105112.038a9210@unixmail.qualcomm.com> References: <5.1.0.14.2.20030530083940.00ae4e70@unixmail.qualcomm.com> <5.1.0.14.2.20030530083940.00ae4e70@unixmail.qualcomm.com> <5.1.0.14.2.20030530105112.038a9210@unixmail.qualcomm.com> Message-ID: <20030531043723.GW23719@fsck.com> On Fri, May 30, 2003 at 10:51:32AM -0700, John Gedeon wrote: > >On Fri, May 30, 2003 at 08:44:46AM -0700, John Gedeon wrote: > >> Hi all, > >> > >> I have been trying to install rt3 for the last few days and have run > >> into an issue. The configure,make install scripts run fine, when I run > At 10:05 AM 5/30/2003, Jesse Vincent wrote: > >What database? > > Oracle 8.1.7 Right. Oracle isn't yet supported for ANY version of RT. There was a beta-quality Oracle 8 port for RT2, that was known to have lots of issues. Various folks hacked things up in different ways to help it limp along. Oracle 8 will never be supported for RT 3. Oracle 9 support is coming along, but is currently a hobby project for a volunteer. If you folks need Oracle 9 support, either contributing development time to the port or underwriting the work will help make it happen faster. Contact me off list if you'd be interested in either avenue. Best, Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at snapgear.com Sat May 31 02:54:17 2003 From: pdh at snapgear.com (Phil Homewood) Date: Sat, 31 May 2003 16:54:17 +1000 Subject: [rt-users] repeating tickets?? In-Reply-To: References: Message-ID: <20030531065417.GI592@luggage> Bob Brown wrote: > Can it handle a 'repeating ticket'...for example, if I tell it that I > want a ticket of > 'Test restore from host xxx', can it be set to generate this ticket > every 30 days (as a reminder)? RT doesn't contain such functionality, but cron does. :-) -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From mat at mat.cc Sat May 31 03:22:06 2003 From: mat at mat.cc (Mathieu Arnold) Date: Sat, 31 May 2003 09:22:06 +0200 Subject: [rt-users] RT3 speed thread In-Reply-To: <264090000.1054327550@lerlaptop.iadfw.net> References: <20030529153036.A33AB4C43A@smtp.us2.messagingengine.com> <20030530163518.54A36253F4@smtp.us2.messagingengine.com> <1054317339.4930.168.camel@moola.futuresource.com> <200305301639.22129.sophia@aps.org> <264090000.1054327550@lerlaptop.iadfw.net> Message-ID: <2181068.1054372926@cmantatzi.in.t-online.fr> +-le 30/05/03 15:45 -0500, Larry Rosenman ?crivait : | | | --On Friday, May 30, 2003 16:39:22 -0400 Sophie Rockhsar | wrote: | |>> Can you give some installation details: mysql vs postgresql and |>> which version number? Does anyone have postgresql working fast |>> yet? |> |> My experience with RT 3.0.2 on PostgreSql 7.3.2 : CRAWLING |> (FreeBSD) ' | Have you tuned the PG buffers? | | It flies for me on UnixWare. how much tuned ? -- Mathieu Arnold From ler at lerctr.org Sat May 31 08:17:29 2003 From: ler at lerctr.org (Larry Rosenman) Date: Sat, 31 May 2003 07:17:29 -0500 Subject: [rt-users] RT3 speed thread In-Reply-To: <2181068.1054372926@cmantatzi.in.t-online.fr> References: <20030529153036.A33AB4C43A@smtp.us2.messagingengine.com> <20030530163518.54A36253F4@smtp.us2.messagingengine.com> <1054317339.4930.168.camel@moola.futuresource.com> <200305301639.22129.sophia@aps.org> <264090000.1054327550@lerlaptop.iadfw.net> <2181068.1054372926@cmantatzi.in.t-online.fr> Message-ID: <2310000.1054383449@lerlaptop.lerctr.org> --On Saturday, May 31, 2003 09:22:06 +0200 Mathieu Arnold wrote: > > > +-le 30/05/03 15:45 -0500, Larry Rosenman ?crivait : >| >| >| --On Friday, May 30, 2003 16:39:22 -0400 Sophie Rockhsar >| wrote: >| >|>> Can you give some installation details: mysql vs postgresql and >|>> which version number? Does anyone have postgresql working fast >|>> yet? >|> >|> My experience with RT 3.0.2 on PostgreSql 7.3.2 : CRAWLING >|> (FreeBSD) ' >| Have you tuned the PG buffers? >| >| It flies for me on UnixWare. > > how much tuned ? > shared_buffers=8192 max_fsm_relations = 1000 # min 10, fsm is free space map, ~40 bytes max_fsm_pages = 100000 # min 1000, fsm is free space map, ~6 bytes > -- > Mathieu Arnold -- Larry Rosenman http://www.lerctr.org/~ler Phone: +1 972-414-9812 E-Mail: ler at lerctr.org US Mail: 1905 Steamboat Springs Drive, Garland, TX 75044-6749 From gonyx at greenonyx.com Sat May 31 13:34:30 2003 From: gonyx at greenonyx.com (Green Onyx) Date: Sat, 31 May 2003 12:34:30 -0500 Subject: [rt-users] Ticket Reply Mail Problem Message-ID: I've reviewed the documentation and searched the archives and most things seem to be working great now after my installation, but for some reason I'm having problems with replying to a ticket. Sending an e-mail into the system creates a ticket perfectly, but if I login and reply to the ticket e-mails are not being sent properly, even if I manually enter an address to CC on the reply. I'm using qmail with vpopmail as an MTA and it's located on the same machine as rt. Below is what's found in /var/log/messages after submitting the reply. May 31 12:08:59 host RT: RT::Scrip=HASH(0x97858e8): Couldn't prepare Open Tickets (/var/lib/rt3/lib/RT/Scrip_Overlay.pm:338) May 31 12:09:00 host RT: #1/26 - Scrip 4 (/var/lib/rt3/lib/RT/Action/SendEmail.pm:91) May 31 12:09:00 host RT: No recipients found. Not sending. (/var/lib/rt3/lib/RT/Action/SendEmail.pm:171) May 31 12:09:01 host RT: #1/26 - Scrip 5 (/var/lib/rt3/lib/RT/Action/SendEmail.pm:91) May 31 12:09:02 host RT: No recipients found. Not sending. (/var/lib/rt3/lib/RT/Action/SendEmail.pm:171) May 31 12:09:03 host RT: #1/26 - Scrip 6 (/var/lib/rt3/lib/RT/Action/SendEmail.pm:91) May 31 12:09:03 host RT: sent To: Cc: gonyx at greenonyx.com Bcc: (/var/lib/rt3/lib/RT/Action/SendEmail.pm:217) Any help would be appreciated. Thanks.