From eric at opelousas.org Sat Nov 1 01:51:56 2003 From: eric at opelousas.org (Eric G Ortego) Date: Sat, 01 Nov 2003 00:51:56 -0600 Subject: [rt-users] Temporary error? In-Reply-To: <3FA27604.8050603@opelousas.org> References: <3FA01273.5000709@opelousas.org> <20031029230023.GK5887@moreton.com.au> <3FA17430.10106@opelousas.org> <3FA27604.8050603@opelousas.org> Message-ID: <3FA3580C.6030303@opelousas.org> I deleted the queue and remade it and all works fine now... The sql query never returned a result for the queue name when rt-mailgate fired up, so I suspect that the value for it was corrupt or some other part of the queue in question was just fubar.... Just in case anyone else looks for this same problem... Eric G Ortego wrote: > > Eric G Ortego wrote: > >> >> >> Phil Homewood wrote: >> >>> Eric G Ortego wrote: >>> >>> >>>> ------ pipe to |/opt/rt3/bin/rt-mailgate --queue ppc --action >>>> correspond --url http://help.opelousas.org/ >>>> >>>> The RT server which handled your email did not behave as expected. It >>>> said: >>>> >>>> temporary failure >>>> >>> >>> >>> >>> Do you have a queue called "ppc" ? >>> >> Ceritanly do. > > > Not only do I have a queue named ppc but It has permissions set like the > following, this is very similar to the general queue which works just > fine.... > > > System groups > > Everyone > > > Current rights > > /(Check box to revoke right)/ > CreateTicket > ReplyToTicket > Watch > > > User defined groups > > I.T. > > > Current rights > > /(Check box to revoke right)/ > AdminCustomFields > AdminQueue > CommentOnTicket > CreateTicket > DeleteTicket > ModifyACL > ModifyQueueWatchers > ModifyScrips > ModifyTemplate > ModifyTicket > OwnTicket > ReplyToTicket > SeeQueue > ShowACL > ShowScrips > ShowTemplate > ShowTicket > ShowTicketComments > TakeTicket > Watch > WatchAsAdminCc > > > > New rights > > >> >> >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.fsck.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 bobg at uic.edu Sat Nov 1 12:00:37 2003 From: bobg at uic.edu (Bob Goldstein) Date: Sat, 01 Nov 2003 11:00:37 -0600 Subject: [rt-users] Watchers works for email, not web? Message-ID: <200311011700.hA1H0cHT022026@shark.cc.uic.edu> Am I doing this wrong? I set up a group of staff users, 'systems', and assign them as AdminCC Watchers for the 'systems' queue. When I init a ticket via email, works fine, the group address is put on as AdminCC. But when I init a ticket from the web, either directly into the systems queue, or in some other queue and then transfer that ticket to the systems queue, the systems group is NOT put on as AdminCCs. Second problem: even with email, RT assumed that the systems group would be refered to as 'systems at hostname'. Where can I change that? I don't want the hostname of this machine advertised, I prefer to use a CNAME. And I already used 'systems' as a public email address, so I prefer a different one for the group. bobg From davidu at everydns.net Sat Nov 1 19:37:19 2003 From: davidu at everydns.net (David A. Ulevitch) Date: Sat, 01 Nov 2003 18:37:19 -0600 Subject: [rt-users] Different actions on "Resolved" Message-ID: <3FA451BF.90408@everydns.net> When marking a ticket as "Resolved" in the context of a reply the user gets two emails, the reply comments in addition to the standard "your ticket has been resolved, blah blah" email. We would like a way to "silently" resolve tickets without pushing an email out to a user. Is there a way we can add another status (without the hackery I've read of in the archives) that is like "Resolved, no email"? We like how RT works (running RT 3.0.6) but sometimes the extra "Resolved" email is not needed but sometimes we like it. ;) A nice checkbox next to the status drop-down or something would be a nice solution perhaps. Thanks, davidu ---------------------------------------------------- David A. Ulevitch - Founder, EveryDNS.Net Washington University in St. Louis http://david.ulevitch.com -- http://everydns.net ---------------------------------------------------- From dredd at megacity.org Sun Nov 2 01:19:16 2003 From: dredd at megacity.org (Derek J. Balling) Date: Sun, 2 Nov 2003 01:19:16 -0500 Subject: [rt-users] Different actions on "Resolved" In-Reply-To: <3FA451BF.90408@everydns.net> References: <3FA451BF.90408@everydns.net> Message-ID: <7C51AC7A-0CFC-11D8-BA64-000A27AF5202@megacity.org> On Nov 1, 2003, at 7:37 PM, David A. Ulevitch wrote: > > When marking a ticket as "Resolved" in the context of a reply the user > gets two emails, the reply comments in addition to the standard "your > ticket has been resolved, blah blah" email. > > We would like a way to "silently" resolve tickets without pushing an > email out to a user. Is there a way we can add another status > (without the hackery I've read of in the archives) that is like > "Resolved, no email"? > > We like how RT works (running RT 3.0.6) but sometimes the extra > "Resolved" email is not needed but sometimes we like it. ;) A nice > checkbox next to the status drop-down or something would be a nice > solution perhaps. For the record, I'd also vote for this ESPECIALLY in the case of: <<< request >>> resolution comment >>> auto-note with resolution template <<< "Thanks for getting it done" --- ticket-reopens on that >>> auto-note with second resolution using resolution template From davidu at everydns.net Sun Nov 2 04:02:43 2003 From: davidu at everydns.net (David A. Ulevitch) Date: Sun, 02 Nov 2003 03:02:43 -0600 Subject: [rt-users] Different actions on "Resolved" In-Reply-To: <7C51AC7A-0CFC-11D8-BA64-000A27AF5202@megacity.org> References: <3FA451BF.90408@everydns.net> <7C51AC7A-0CFC-11D8-BA64-000A27AF5202@megacity.org> Message-ID: <3FA4C833.3080803@everydns.net> Derek J. Balling wrote: > For the record, I'd also vote for this ESPECIALLY in the case of: > > <<< request > >>> resolution comment > >>> auto-note with resolution template > <<< "Thanks for getting it done" > --- ticket-reopens on that > >>> auto-note with second resolution using resolution template > This is exactly one of the reasons. Another is that we get users who write to our donation queue and then often write to the support queue to "let us know" they donated and our support queue's resolved message auto-email says something like "If you're happy with your support please consider donating" which doesn't make sense since they've just emailed us to let us know they donated and marking it as rejected doesn't seem right either although it is a solution. These aren't major issues, but are kinda annoying. The issue Derek points out is much more of an annoyance than the latter issue I point out. Thanks, davidu ---------------------------------------------------- David A. Ulevitch - Founder, EveryDNS.Net Washington University in St. Louis http://david.ulevitch.com -- http://everydns.net ---------------------------------------------------- From bobg at uic.edu Sun Nov 2 11:13:10 2003 From: bobg at uic.edu (Bob Goldstein) Date: Sun, 02 Nov 2003 10:13:10 -0600 Subject: [rt-users] Different actions on "Resolved" In-Reply-To: Your message of "Sun, 02 Nov 2003 03:02:43 CST." <3FA4C833.3080803@everydns.net> Message-ID: <200311021613.hA2GDAFn000404@shark.cc.uic.edu> >Derek J. Balling wrote: > >> For the record, I'd also vote for this ESPECIALLY in the case of: >> >> <<< request >> >>> resolution comment >> >>> auto-note with resolution template >> <<< "Thanks for getting it done" >> --- ticket-reopens on that >> >>> auto-note with second resolution using resolution template >> >This is exactly one of the reasons. > >Another is that we get users who write to our donation queue and then >often write to the support queue to "let us know" they donated and our >support queue's resolved message auto-email says something like "If >you're happy with your support please consider donating" which doesn't >make sense since they've just emailed us to let us know they donated and >marking it as rejected doesn't seem right either although it is a solution. > >These aren't major issues, but are kinda annoying. The issue Derek >points out is much more of an annoyance than the latter issue I point out. Our previous helpdesk system was set up so that if a ticket was closed with some comments, those comments were emails to all the usual suspects, including the requestor. However, if it were closed without any comments, it just closes without any email, for exactly the reasons above. No extra box to check, just no email unless there is content to put in the email. bobg From cvd at il.fontys.nl Sun Nov 2 12:49:05 2003 From: cvd at il.fontys.nl (Tim Stoop) Date: Sun, 2 Nov 2003 18:49:05 +0100 (CET) Subject: [rt-users] RT3 and LDAP In-Reply-To: References: <8ABC35686C73554691F3481C4023BE5EF1760D@abz01be.eurac.edu> Message-ID: <33942.80.126.77.104.1067795345.squirrel@webmail.il.fontys.nl> Hi John, Sorry for taking so long to reply and keep you informed, my own pc is back to the manufacturer and somehow I resent doing real work from another pc. My pc is still at the manufacturer, but I felt this itch... ;-) > I've included sanitized versions of my files, working on rt 3.0.4, to > demonstrate. Thanks! This really helps a lot! > Let me know if these are too confusing. Well, I don't get the autohandler-file. What should I do with that? Should I manually alter the lines in the Mason-package or can I put it somewhere to overrule those parts in the Mason-package? Thanks for your help so far! -- Gegroet, Tim From davidu at everydns.net Sun Nov 2 13:23:51 2003 From: davidu at everydns.net (David A. Ulevitch) Date: Sun, 02 Nov 2003 12:23:51 -0600 Subject: [rt-users] Different actions on "Resolved" In-Reply-To: <200311021613.hA2GDAFn000404@shark.cc.uic.edu> References: <200311021613.hA2GDAFn000404@shark.cc.uic.edu> Message-ID: <3FA54BB7.10606@everydns.net> Bob Goldstein wrote: >>Derek J. Balling wrote: >> >> >> >>>For the record, I'd also vote for this ESPECIALLY in the case of: >>> >>><<< request >>> >>> >>>>>>resolution comment >>>>>>auto-note with resolution template >>>>>> >>>>>> >>><<< "Thanks for getting it done" >>>--- ticket-reopens on that >>> >>> >>>>>>auto-note with second resolution using resolution template >>>>>> >>>>>> >>This is exactly one of the reasons. >> >>Another is that we get users who write to our donation queue and then >>often write to the support queue to "let us know" they donated and our >>support queue's resolved message auto-email says something like "If >>you're happy with your support please consider donating" which doesn't >>make sense since they've just emailed us to let us know they donated and >>marking it as rejected doesn't seem right either although it is a solution. >> >>These aren't major issues, but are kinda annoying. The issue Derek >>points out is much more of an annoyance than the latter issue I point out. >> >> > > > Our previous helpdesk system was set up so that if a ticket > was closed with some comments, those comments were emails to > all the usual suspects, including the requestor. However, if it > were closed without any comments, it just closes without > any email, for exactly the reasons above. No extra box to > check, just no email unless there is content to put in the email. > > Bob, If I understand you right, that'd be pretty much like getting rid of the resolved email all around. Because right now if you "Reply" to a ticket and mark it as resolved they get your comments AND the "your issue is resolved" email but if you just resolve a ticket with no comments they only get the "your issue is resolved" email. That's somewhat different from this situation where we *like* the auto-resolved email, we just want a way to disable it in some instances. I'll take a look at the RT code later today if I have time. Thanks, davidu ---------------------------------------------------- David A. Ulevitch - Founder, EveryDNS.Net Washington University in St. Louis http://david.ulevitch.com -- http://everydns.net ---------------------------------------------------- From tlangdon at atctraining.com.au Sun Nov 2 16:09:26 2003 From: tlangdon at atctraining.com.au (Tony Langdon) Date: Mon, 3 Nov 2003 08:09:26 +1100 Subject: [rt-users] Problem with RTConfig Message-ID: > When i type the machine name in the browser, it would give me > permission > denied. I have to add index.html by hand before i can go to > the home page of > RT. > So i added the following line in my virtual host: > DirectoryIndex index.html I had the same problem. Found the solution in a substitution back in the list archives. Put this line in the virtual host section tht defines the RT URL. RedirectMatch permanent (.*)/$ http://rthosturl.com$1/index.html (replace rthosturl.com with the actual URL for your system) That was a suitable workaround for me. > > But it still don't work and in the error log it saids > Directory index forbidden by rule: /opt/rt3/share/html/ That's because it's trying to load a directory index instead of loading index.html. This correspondence is for the named person's use only. It may contain confidential or legally privileged information or both. No confidentiality or privilege is waived or lost by any mistransmission. If you receive this correspondence in error, please immediately delete it from your system and notify the sender. You must not disclose, copy or rely on any part of this correspondence if you are not the intended recipient. Any opinions expressed in this message are those of the individual sender. From blabj at dainty.ca Sun Nov 2 20:56:58 2003 From: blabj at dainty.ca (BJ Blanchard) Date: 02 Nov 2003 20:56:58 -0500 Subject: [rt-users] Different actions on "Resolved" In-Reply-To: <3FA54BB7.10606@everydns.net> References: <200311021613.hA2GDAFn000404@shark.cc.uic.edu> <3FA54BB7.10606@everydns.net> Message-ID: <1067824617.24050.32.camel@daintywn.dainty.ca> How about just removing the global scrip for "On Resolve"?? On Sun, 2003-11-02 at 13:23, David A. Ulevitch wrote: > Bob Goldstein wrote: > > >>Derek J. Balling wrote: > >> > >> > >> > >>>For the record, I'd also vote for this ESPECIALLY in the case of: > >>> > >>><<< request > >>> > >>> > >>>>>>resolution comment > >>>>>>auto-note with resolution template > >>>>>> > >>>>>> > >>><<< "Thanks for getting it done" > >>>--- ticket-reopens on that > >>> > >>> > >>>>>>auto-note with second resolution using resolution template > >>>>>> > >>>>>> > >>This is exactly one of the reasons. > >> > >>Another is that we get users who write to our donation queue and then > >>often write to the support queue to "let us know" they donated and our > >>support queue's resolved message auto-email says something like "If > >>you're happy with your support please consider donating" which doesn't > >>make sense since they've just emailed us to let us know they donated and > >>marking it as rejected doesn't seem right either although it is a solution. > >> > >>These aren't major issues, but are kinda annoying. The issue Derek > >>points out is much more of an annoyance than the latter issue I point out. > >> > >> > > > > > > Our previous helpdesk system was set up so that if a ticket > > was closed with some comments, those comments were emails to > > all the usual suspects, including the requestor. However, if it > > were closed without any comments, it just closes without > > any email, for exactly the reasons above. No extra box to > > check, just no email unless there is content to put in the email. > > > > > Bob, > > If I understand you right, that'd be pretty much like getting rid of the > resolved email all around. Because right now if you "Reply" to a ticket > and mark it as resolved they get your comments AND the "your issue is > resolved" email but if you just resolve a ticket with no comments they > only get the "your issue is resolved" email. > > That's somewhat different from this situation where we *like* the > auto-resolved email, we just want a way to disable it in some > instances. I'll take a look at the RT code later today if I have time. > > Thanks, > davidu > > ---------------------------------------------------- > David A. Ulevitch - Founder, EveryDNS.Net > Washington University in St. Louis > http://david.ulevitch.com -- http://everydns.net > ---------------------------------------------------- > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From martin.green at firstinternetservices.com Sun Nov 2 22:10:21 2003 From: martin.green at firstinternetservices.com (Martin J. Green) Date: Mon, 3 Nov 2003 03:10:21 -0000 Subject: [rt-users] mod_perl, RT & indexes Message-ID: <007e01c3a1b8$08d3ab90$89c18251@morpheus> Please see this article... http://www.bitmechanic.com/mail-archives/modperl/Oct1998/0557.html I have the exact same problem when trying to use RT... :( mod_perl 2.0 RT 3 apache 2.0.48 -------------- next part -------------- An HTML attachment was scrubbed... URL: From JChen at paymentone.com Sun Nov 2 22:11:32 2003 From: JChen at paymentone.com (Jonathan Chen) Date: Sun, 2 Nov 2003 19:11:32 -0800 Subject: [rt-users] Redireck mysql.sock Message-ID: <6D6E09D687772640AA41F009EB85FE0502F75A@CPMAL00.corpnet.p1.local> Hey guys, I've changed the msql.sock in my.cnf to point to /tmp and when I restarted my service, apache logs said it can not find mysql.sock in the old dir it was in. How do I go about fixing it? Thanks! Jonathan Chen From jesse at bestpractical.com Sun Nov 2 22:12:36 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 2 Nov 2003 22:12:36 -0500 Subject: [rt-users] Suggestion about meta-docs In-Reply-To: <200311010319.hA13Ji22020335@shark.cc.uic.edu> References: <200311010319.hA13Ji22020335@shark.cc.uic.edu> Message-ID: <20031103031236.GP26562@fsck.com> (I'm replying here, though the actual work is being done in tickets) On Fri, Oct 31, 2003 at 09:19:44PM -0600, Bob Goldstein wrote: > > I'm a bit of a an RT newbie. I like what I see, but > I'm having a somewhat hard time finding the info I need, > because it seems different pieces are in different places. > > 1. docs for RT3 are in pdf on the web site. > But no hacking guide, or FAQ. And did I > miss it, or did it say how to configure > for fcgi instead of mod_perl? A lot of that content is waiting on us having time to finish the user-facing RTFM 2.0 interface. > 2. fsck.com/rtfm is about RT2, yes? Which probably > mostly applies to RT3, but I can't tell what > the differences would be, from the web site. > > 3. There's a page about rt-users mailing list. > It has a link to the archives. But that archive page > does not have a search form, nor a link to one. > I accidently came across http://lists.fsck.com/search.html > on another page. > > 4. I was advised to check out a particular ticket on > http://rt3.fsck.com. But it requires a logon, > and nothing on that page tells me how to get one. See #6 below. > 5. I wanted to report a bug, and saw the advice to > post to this list. (And the answer on this list > was to see the above ticket in #4. Which would > be great if I could see it.) However, > I later came across rt-3.0-bugs at fsck.com for > reporting bugs, from the README file of the RT3 > distribution. I was never able to find this > address on the web site. It's been added to the buglist page. > 6. There is a link on the web site for reporting > bugs, but it just takes me to > http://rt3.fsck.com//NoAuth/Buglist.html > which is a fine list of reported bugs, but > no search capability there, and no link for reporting > a new bug. That page is a semi-static report of currently open known issues. It's been modified to tell you how to report a new issue and to automatically log you in as guest when you click through. > 7. In some note, someone mentinoned a contribution area. > I searched around a bit, but it took me quite a while > to find a reference to http://www.fsck.com/pub/rt/contrib/, > buried in comments in lib/RT/EmailParser.pm *nod* that should get fixed. > 8. I also found a README.docs in the distribution, > which mentioned rt-docs at fsck.com as a place to send > questions about the docs. But nowhere else, so I'm sorry > if I should have sent this there or to this list. Oh, well. That's a historical address and should get stricken. > I don't mean this as a big bitch. I like RT, it's much nicer than > anything I would have written, and I particularly appreciate it > being available as open source. I'm just suggesting that a single > web page with links to all these things, a kind of "Guide to > joining the RT community", would make things easier for > newcomers like me. When you already know where everything is, > this organization doesn't seem as important. *nod* Point well taken. The documentation effort is somewhat behind where we'd like it to be, though we should have exciting news on that front soon. > bobg > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 martin.green at firstinternetservices.com Mon Nov 3 00:33:30 2003 From: martin.green at firstinternetservices.com (Martin J. Green) Date: Mon, 3 Nov 2003 05:33:30 -0000 Subject: [rt-users] mod_perl2 and RT Message-ID: <002a01c3a1cc$046564e0$89c18251@morpheus> Looks like RT has some serious issues with mod_perl 2... not least of all some of it's dependancies are non-existent for 2.0 -------------- next part -------------- An HTML attachment was scrubbed... URL: From carl at xena.IPAustralia.gov.au Mon Nov 3 00:07:56 2003 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Mon, 3 Nov 2003 16:07:56 +1100 Subject: [rt-users] Different actions on "Resolved" In-Reply-To: <3FA54BB7.10606@everydns.net> (from davidu@everydns.net on Mon, Nov 03, 2003 at 05:23:51 +1100) References: <200311021613.hA2GDAFn000404@shark.cc.uic.edu> <3FA54BB7.10606@everydns.net> Message-ID: <20031103050756.GA8248@newton.aipo.gov.au> Hi David, On 2003.11.03 05:23, David A. Ulevitch wrote: > If I understand you right, that'd be pretty much like getting rid of > the resolved email all around. Because right now if you "Reply" to a > ticket and mark it as resolved they get your comments AND the "your > issue is resolved" email but if you just resolve a ticket with no > comments they only get the "your issue is resolved" email. I had this issue and our clients were receiving two emails. In the end I changed the "Resolve" button to default to "Respond" rather than "Comment" and set the procedure inhouse that they were to always enter a resolution comment. Not a perfect solution but better than before. Carl. From jesse at bestpractical.com Mon Nov 3 00:39:18 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 3 Nov 2003 00:39:18 -0500 Subject: [rt-users] mod_perl2 and RT In-Reply-To: <002a01c3a1cc$046564e0$89c18251@morpheus> References: <002a01c3a1cc$046564e0$89c18251@morpheus> Message-ID: <20031103053918.GY26562@fsck.com> On Mon, Nov 03, 2003 at 05:33:30AM -0000, Martin J. Green wrote: > Looks like RT has some serious issues with mod_perl 2... not least of all some of it's dependancies are non-existent for 2.0 "mod_perl2" hasn't yet been released. And various betas have had different compatibility problems with RT, other applications and code written for the previous version of "mod_perl2". -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at snapgear.com Mon Nov 3 00:42:47 2003 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 3 Nov 2003 15:42:47 +1000 Subject: [rt-users] mod_perl2 and RT In-Reply-To: <002a01c3a1cc$046564e0$89c18251@morpheus> References: <002a01c3a1cc$046564e0$89c18251@morpheus> Message-ID: <20031103054247.GJ755@moreton.com.au> Martin J. Green wrote: > Looks like RT has some serious issues with mod_perl 2... not least of > all some of it's dependancies are non-existent for 2.0 There are reasons why, every time someone mentions mod_perl2 here, they're advised not to use it. As of RT 3.0.7, "configure" will tell you this in no uncertain terms, 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 hermann at rodeios.com Mon Nov 3 00:44:05 2003 From: hermann at rodeios.com (Hermann Wecke) Date: 3 Nov 2003 05:44:05 +0000 Subject: [rt-users] Mailbomb Message-ID: A few days ago my rt was victim of a mailbomb from a child. Anyone here is using anything to handle this problem? I know that this is not a RT problem, but maybe someone had the same problem and find a solution to avoid it to happen again in the future. (OK, after all this I blacklisted the sender e-mail in RT and sendmail, but the damage was already made) From jesse at bestpractical.com Mon Nov 3 00:53:04 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 3 Nov 2003 00:53:04 -0500 Subject: [rt-users] mod_perl2 and RT In-Reply-To: <007301c3a1ce$6c6b6ba0$89c18251@morpheus> References: <002a01c3a1cc$046564e0$89c18251@morpheus> <20031103053918.GY26562@fsck.com> <007301c3a1ce$6c6b6ba0$89c18251@morpheus> Message-ID: <20031103055304.GZ26562@fsck.com> > However, that's the only version that will work with Apache2 Right. there is NO stable version of mod_perl for apache. Unless your a developer, we recommend very, very strongly that you use Apache1 or FastCGI. > > I've followed the instructions closely and installed RT3, but when I go to > webpage, I get a 404 - I have to manually put in the index.html. Please read the recent list archives before posting problems. This problem seems to get described and solved every week. (And yes, we're working on getting a public KB up as well). -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Mon Nov 3 01:23:50 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 3 Nov 2003 01:23:50 -0500 Subject: [rt-users] mod_perl2 and RT In-Reply-To: <009501c3a1d1$e73f0690$89c18251@morpheus> References: <20031103055304.GZ26562@fsck.com> <009501c3a1d1$e73f0690$89c18251@morpheus> Message-ID: <20031103062350.GB26562@fsck.com> > The only recent post I could find related to this was > http://lists.fsck.com/pipermail/rt-users/2003-October/017634.html which only > relates to part of the problem, nor does it provide any solution. Not sure I actually ever saw that post. Can we see the exact literal HREF that RT is embedding in the html? I was actually referring to the index.html issue: http://lists.fsck.com/pipermail/rt-users/2003-August/015860.html was one answer I found, though I know I've seen it answered this week as well. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From eric at opelousas.org Mon Nov 3 03:18:44 2003 From: eric at opelousas.org (Eric G Ortego) Date: Mon, 03 Nov 2003 02:18:44 -0600 Subject: [rt-users] Mailbomb In-Reply-To: References: Message-ID: <3FA60F64.90806@opelousas.org> messagewall, is pretty nice. you use it to scan for viruses as well as prevent spam. I think you can set a maximum number of recipients it will accept messages for. Hermann Wecke wrote: >A few days ago my rt was victim of a mailbomb from a child. > >Anyone here is using anything to handle this problem? I know that this is >not a RT problem, but maybe someone had the same problem and find a >solution to avoid it to happen again in the future. > >(OK, after all this I blacklisted the sender e-mail in RT and sendmail, >but the damage was already made) > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.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 simo.melenius at citec.fi Mon Nov 3 03:36:22 2003 From: simo.melenius at citec.fi (Simo Melenius) Date: Mon, 03 Nov 2003 10:36:22 +0200 Subject: [rt-users] Broken UTF8 putting down Quoted.pm when displaying a ticket? Message-ID: <3FA61386.20405@citec.fi> Hi! I'm getting a similar error as in : Quoted.pm killing itself because of invalid UTF8. Google didn't find any replies, so I'm asking here myself. I upgraded from RT 3.0.2 to 3.0.6 a few days ago and the problematic ticket is a one created before the update. My configuration is: RT: 3.0.6 Apache: 1.3.28 Modperl: 1.28 Perl: 5.8.1 Text::Quoted: 1.2 The ticket worked in 3.0.4. Here's the top of the trace: (An "?" is shown up as "M-d") Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 123 HTML::Mason::Exceptions::rethrow_exception('Internal Error () on \'MitM-dhM-dn asile voisi tehdM-C' at /usr/share/perl5/Text/Quoted.pm line 187.^J') called at /usr/share/perl5/HTML/Mason/Request.pm line 281 HTML::Mason::Request::__ANON__('Internal Error () on \'MitM-dhM-dn asile voisi tehdM-C' at /usr/share/perl5/Text/Quoted.pm line 187.^J') called at /usr/share/perl5/Text/Quoted.pm line 187 Text::Quoted::classify('Huomenta,^J^JVoisitko lM-dhettM-dM-d....') called at /usr/share/perl5/Text/Quoted.pm line 63 Text::Quoted::extract('Huomenta,^J^JVoisitko lM-dhettM-dM-d...') called at /opt/RequestTracker3/share/html/Ticket/Elements/ShowTransaction line 62 HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x9a8c8b4)', 'Transaction', 'RT::Transaction=HASH(0x9a909dc)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 2, 'ShowTitleBarCommands', 1) called at /usr/share/perl5/HTML/Mason/Component.pm line 133 -- simo.melenius at citec.fi System Designer / Unix Applications Tel: +358 50 347 8373 CiTEC Information Solutions From cvd at il.fontys.nl Mon Nov 3 04:54:03 2003 From: cvd at il.fontys.nl (Tim Stoop) Date: Mon, 3 Nov 2003 10:54:03 +0100 (CET) Subject: [rt-users] RT3 and LDAP In-Reply-To: <3FA60AC8.6060701@acronis.com> References: <8ABC35686C73554691F3481C4023BE5EF1760D@abz01be.eurac.edu> <33942.80.126.77.104.1067795345.squirrel@webmail.il.fontys.nl> <3FA60AC8.6060701@acronis.com> Message-ID: <32826.80.126.77.104.1067853243.squirrel@webmail.il.fontys.nl> > You have it in share/html/autohandler > obj dir it's mason code cache. Ok, done. But I'm getting an error. Can anyone help? I'm using the same autohandler as was supplied by John. I can read Perl, but I'm not much of a Perl-programmer... Any help is appreciated. ----------------------------------- The error: ----------------------------------- System error error: Error during compilation of /opt/rt3/share/html/autohandler: syntax error at /opt/rt3/share/html/autohandler line 228, near "}," Missing right curly or square bracket at /opt/rt3/share/html/autohandler line 234, at end of line context: ... 224: ) 225: ;} 226: code stack: /usr/local/share/perl/5.6.1/HTML/Mason/Interp.pm:580 g /usr/local/share/perl/5.6.1/HTML/Mason/Interp.pm:317 g /usr/local/share/perl/5.6.1/HTML/Mason/Interp.pm:481 g /usr/local/share/perl/5.6.1/HTML/Mason/Component.pm:321 g /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm:314 g ----------------------------------- ----------------------------------- The raw error: ----------------------------------- Error during compilation of /opt/rt3/share/html/autohandler: syntax error at /opt/rt3/share/html/autohandler line 228, near "}," Missing right curly or square bracket at /opt/rt3/share/html/autohandler line 234, at end of line Trace begun at /usr/local/share/perl/5.6.1/HTML/Mason/Interp.pm line 580 HTML::Mason::Interp::_compilation_error('HTML::Mason::Interp=HASH(0x8abfe40)', '/opt/rt3/share/html/autohandler', 'Error during compilation of :^Jsyntax error at /opt/rt3/share/html/autohandler line 228, near "},"^JMissing right curly or square bracket at /opt/rt3/share/html/autohandler line 234, at end of line^J^J^JStack:^J [/usr/local/share/perl/5.6.1/HTML/Mason/Interp.pm:557]^J [/usr/local/share/perl/5.6.1/HTML/Mason/Interp.pm:311]^J [/usr/local/share/perl/5.6.1/HTML/Mason/Interp.pm:481]^J [/usr/local/share/perl/5.6.1/HTML/Mason/Component.pm:321]^J [/usr/local/share/perl/5.6.1/HTML/Mason/Request.pm:314]^J') called at /usr/local/share/perl/5.6.1/HTML/Mason/Interp.pm line 317 HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0x8abfe40)', '/autohandler') called at /usr/local/share/perl/5.6.1/HTML/Mason/Interp.pm line 481 HTML::Mason::Interp::find_comp_upwards('HTML::Mason::Interp=HASH(0x8abfe40)', '/', 'autohandler') called at /usr/local/share/perl/5.6.1/HTML/Mason/Component.pm line 321 HTML::Mason::Component::parent('HTML::Mason::Component::FileBased=HASH(0x8a3e0f4)') called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 314 eval {...}('HTML::Mason::Component::FileBased=HASH(0x8a3e0f4)') called at /usr/local/share/perl/5.6.1/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x8a61158)') called at /usr/local/share/perl/5.6.1/HTML/Mason/ApacheHandler.pm line 134 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x8a61158)') called at /usr/local/share/perl/5.6.1/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x8a61158)') called at /usr/local/share/perl/5.6.1/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8ac00e8)', 'Apache=SCALAR(0x8abfbc4)') called at /opt/rt3/bin/webmux.pl line 135 eval {...}('HTML::Mason::ApacheHandler=HASH(0x8ac00e8)', 'Apache=SCALAR(0x8abfbc4)') called at /opt/rt3/bin/webmux.pl line 135 RT::Mason::handler('Apache=SCALAR(0x8abfbc4)') called at /dev/null line 0 eval {...}('Apache=SCALAR(0x8abfbc4)') called at /dev/null line 0 ----------------------------------- -- Gegroet, Tim From rt3 at zadie.nu Mon Nov 3 09:49:46 2003 From: rt3 at zadie.nu (Zadie =?iso-8859-1?Q?Bj=F6rklund?=) Date: Mon, 3 Nov 2003 15:49:46 +0100 Subject: [rt-users] Disable group Message-ID: <20031103144946.GB32742@zadie.nu> Hi, I have created a group named "test" while I learned how to admin rights within RT3. Now I wish to disable it, and I've done so, but it still appear in menus. Like for example, if I goto the menu to set global group rights. Is there anyway I can hide it? I understand it cannot be deleted since it may be connected to tickets in the database, but I would like to hide it. Any input warmly welcome, thanks! //Zadie From rspier at pobox.com Mon Nov 3 10:33:18 2003 From: rspier at pobox.com (Robert Spier) Date: Mon, 03 Nov 2003 07:33:18 -0800 Subject: [rt-users] Broken UTF8 putting down Quoted.pm when displaying a ticket? In-Reply-To: <3FA61386.20405@citec.fi> References: <3FA61386.20405@citec.fi> Message-ID: At Mon, 03 Nov 2003 10:36:22 +0200, Simo Melenius wrote: > I'm getting a similar error as in > : > Quoted.pm killing itself because of invalid UTF8. Google didn't find any > replies, so I'm asking here myself. > Text::Quoted: 1.2 Please try Text::Quoted 1.3 -R From george at alink.co.za Mon Nov 3 10:55:39 2003 From: george at alink.co.za (George Barnett) Date: Mon, 03 Nov 2003 15:55:39 +0000 Subject: [rt-users] Email Identity field problem Message-ID: <3FA67A7B.3050600@alink.co.za> Hi, I have an installation of RT3.0.2 running using external httpd auth. I'm currently getting all my users to log in and enter their details in the 'Preferences' section (email address, name, phone, etc). We're having problems with the email address field though: eg: george at uk.ourname.net is accepted george.barnett at ourname.net is accepted but george.barnett at uk.ourname.net is rejected. Has anybody run into something similar. If there is more info needed, please let me know and I'll gather it. This bug also appears on our 3.0.6 testbed platform. -- George Barnett, Scsa Reality Engineer eml: george at alink.co.za "You cannot slander human nature; it is worse than words can paint it." -- Charles Haddon Spurgeon From Michael.Frazer at InterCept.Net Mon Nov 3 11:03:08 2003 From: Michael.Frazer at InterCept.Net (Mike Frazer) Date: Mon, 3 Nov 2003 11:03:08 -0500 Subject: [rt-users] Email Identity field problem Message-ID: <478879BCC1206E4898AB37FBA0D60CD5C420DF@nt302prd.epx.com> If you've created a ticket using that email address as the Requestor Address, then the address already exists in the RT system. View the Users (under Configuration) and check the box to display disabled users. If you see one in there with a username equal to that email address, then it was automatically created, and you can't enter a duplicate email address into the RT database. To get around this problem, open the disabled user and change the email address to a non-existent address, and then go to the user where you actually do wish to use the address and enter it. It should accept it with no problems. -----Original Message----- From: George Barnett [mailto:george at alink.co.za] Sent: Monday, November 03, 2003 10:56 AM To: rt-users at lists.fsck.com Subject: [rt-users] Email Identity field problem Hi, I have an installation of RT3.0.2 running using external httpd auth. I'm currently getting all my users to log in and enter their details in the 'Preferences' section (email address, name, phone, etc). We're having problems with the email address field though: eg: george at uk.ourname.net is accepted george.barnett at ourname.net is accepted but george.barnett at uk.ourname.net is rejected. Has anybody run into something similar. If there is more info needed, please let me know and I'll gather it. This bug also appears on our 3.0.6 testbed platform. -- George Barnett, Scsa Reality Engineer eml: george at alink.co.za "You cannot slander human nature; it is worse than words can paint it." -- Charles Haddon Spurgeon _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 hakimsoso at yahoo.com Mon Nov 3 11:10:47 2003 From: hakimsoso at yahoo.com (kh es) Date: Mon, 3 Nov 2003 08:10:47 -0800 (PST) Subject: [rt-users] Database Migration Message-ID: <20031103161047.9709.qmail@web14709.mail.yahoo.com> I'm using RT version 2.0.15 now & it working well. Now I want to install version 3.0.6 on another machine. Can I transfer the data from the old machine to the new one & how ? --------------------------------- Do you Yahoo!? Exclusive Video Premiere - Britney Spears -------------- next part -------------- An HTML attachment was scrubbed... URL: From graeme at raspberry.co.za Mon Nov 3 12:07:55 2003 From: graeme at raspberry.co.za (Graeme Pyle) Date: Mon, 03 Nov 2003 19:07:55 +0200 Subject: [rt-users] Accessing custom fields from templates In-Reply-To: <3F9E3621.8050201@raspberry.co.za> References: <3F9E3621.8050201@raspberry.co.za> Message-ID: <3FA68B6B.7010100@raspberry.co.za> I eventually figured this out. To set custom field "n" from custom field "m", include the line CustomField-n: {$Tickets{'TOP'}->CustomFieldValues(m)->Next()->Content} Note that custom fields are not referenced according to their absolute positions in the queue (i.e. the first custom field in queue A does not necessarily have id 1). Rather, id's are allocated sequentially across all queues. To find the id of a custom field, go to the edit page for that field in the configuration and read it from the URL: www.example.com/Admin/Queues/CustomField.html?Queue=3&CustomField=2 (id is 2 in this example) Note that there is a problem with the code for setting the custom field. See below Cheers, Graeme --snip-snip-- Hi folks, I found that RT 3.0.6 was unable to set custom fields from templates because the regular expression used to match the key in the template included a dash '-', which is automatically removed when the template is parsed. For example, you include "CustomField-3: hoohaa" in your template, but RT strips the key to "customfield3" and not "customfield-3". So, line 457 in "lib/RT/Action/CreateTickets.pm" $key =~ /^customfield-(\d+)$/ or next; should read $key =~ /^customfield(\d+)$/ or next; instead (dash removed). Cheers, Graeme --snip-snip-- Graeme Pyle wrote: > Hi folks, > > I'm trying to auto-create a ticket in another queue on creation of a > ticket in a given queue. This works fine, but I'm not sure how to copy > the value of one of the custom fields across to the new ticket. > > It seems you can access the subject line as below: > > --snip-snip-- > Subject: Credit Approval for {$Tickets{'TOP'}->Subject} > --snip-snip-- > > and also set the custom field: > > --snip-snip-- > CustomField-1: $1000 > --snip-snip-- > > but I can't get at the value of the custom field in the originating > ticket. I thought perhaps "$Tickets{'TOP'}->CustomField-" would > work, but it doesn't. > > Has anyone done this before? I'm assuming it must be possible. > > Thanks, > > Graeme > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 karn at routehero.com Mon Nov 3 13:09:31 2003 From: karn at routehero.com (Scott T. Cameron) Date: Mon, 3 Nov 2003 10:09:31 -0800 Subject: [rt-users] Approvals part 2 Message-ID: <20031103180931.GG68318@routehero.com> Hi there, I have set up a scrip for approvals (should notify various people that a ticket needs approval). I would like to send back the content of the original ticket back to the approval list. I have set up a scrip to do this: Message: {$Attachments{'TOP'}->Content()} However, I'm getting an error: Program fragment delivered error ``Can't call method "Content" on an undefined value at template line 15. Stack: [template:15] [/usr/local/rt3/lib/RT/Template_Overlay.pm:394] [/usr/local/rt3/lib/RT/Template_Overlay.pm:315] [/usr/local/rt3/lib/RT/Action/SendEmail.pm:210] [/usr/local/rt3/lib/RT/ScripAction_Overlay.pm:199] [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:394] [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:337] [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:169] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3799] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:624] [/usr/local/rt3/lib/RT/Action/CreateTickets.pm:461] [/usr/local/rt3/lib/RT/ScripAction_Overlay.pm:207] [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:409] [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:344] [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:169] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3799] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:624] [/usr/local/rt3/lib/RT/Interface/Email.pm:676] [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:31]'' I've checked out the function itself, and I'm not sure what undefined values it is referring to. Can anyone point me in the right direction? Scott From amelton at gservices-us.com Mon Nov 3 13:50:37 2003 From: amelton at gservices-us.com (amelton at gservices-us.com) Date: Mon, 3 Nov 2003 10:50:37 -0800 (PST) Subject: [rt-users] Support Contacts Message-ID: <22277.67.104.14.46.1067885437@sun-qmail09.laserlink.net> My apologies if this has already been addressed. We use RT for both internal trouble tracking as well as tracking progress of tickets opened with our suppliers. One thing I would like to see is a contact list in RT. When we receive a ticket/alarm which needs to be called out to a supplier, the contact information for that supplier along with any escalation procedures right in RT would provide our NOC staff the necessary data without having to switch screens or applications. Has this been considered or implemented in an add-on package? Thanks. From alesh at sportina.si Mon Nov 3 15:24:08 2003 From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=) Date: Mon, 3 Nov 2003 21:24:08 +0100 Subject: [rt-users] Database Migration In-Reply-To: <20031103161047.9709.qmail@web14709.mail.yahoo.com> Message-ID: <200311032024.hA3KOU5M023749@ sportina.si> There is rt2-to-rt3 tool, look in the contribs dir on the web it includes a nice doc which explains how to do it! A. _____ From: rt-users-bounces at lists.fsck.com [mailto:rt-users-bounces at lists.fsck.com] On Behalf Of kh es Sent: Monday, November 03, 2003 5:11 PM To: rt-users at lists.fsck.com Subject: [rt-users] Database Migration I'm using RT version 2.0.15 now & it working well. Now I want to install version 3.0.6 on another machine. Can I transfer the data from the old machine to the new one & how ? _____ Do you Yahoo!? Exclusive Video Premiere - Britney Spears -------------- next part -------------- An HTML attachment was scrubbed... URL: From MVidal at sonicfoundry.com Mon Nov 3 17:50:09 2003 From: MVidal at sonicfoundry.com (Mike Vidal) Date: Mon, 3 Nov 2003 16:50:09 -0600 Subject: [rt-users] Freebsd install instructions Message-ID: A while back someone had written up instructions for installing RT on FreeBSD. Does anyone have this email? From seph at directionless.org Mon Nov 3 20:31:09 2003 From: seph at directionless.org (seph) Date: Mon, 03 Nov 2003 20:31:09 -0500 Subject: [rt-users] Re: Freebsd install instructions In-Reply-To: (Mike Vidal's message of "Mon, 3 Nov 2003 16:50:09 -0600") References: Message-ID: > A while back someone had written up instructions for installing RT > on FreeBSD. Does anyone have this email? look in the mailing list archives. google searches them quite well. seph From myqu at hotmail.com Mon Nov 3 21:42:04 2003 From: myqu at hotmail.com (Ada Hui) Date: Tue, 04 Nov 2003 02:42:04 +0000 Subject: [rt-users] Problem with RTConfig Message-ID: Dear Tony, Phil and all the list members, I still haven't got the problem of e-mail fixed. I have changed localhost to my URL in RT config file as you told me. But it doesn't work. And i search the list find someone say 1) Create "ln -s /opt/rt3/bin/rt-mailgate rt-mailgate" in /etc/smrsh/ dir. 2) Change the "Everyone" group to have access to creating a ticket. But I still can't make my mail work. Do anyone have any idea? And by the way, where should i see the log to trace the problem? And I still can't solve the problem of the quick search link on the home page. When i click on the queue names on the quick search part of the home page, it gives me the following error. I do tried to search the list and saw someone talk about this with earlier version, but i can't find the solution. I'm working with 3.0.5, redhat9. Please kindly give me some help as i have spend a lot of time in it but still can't make my RT working probably. Thanks a lot!!!!!! System error error: Assertion flags == 0 failed: file "Storable.xs", line 2336 at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al) line 282. Stack: [../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al):282] [../../lib/Storable.pm (autosplit into ../../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:1068], at /usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm line 21 context: ... 187: # whether they should generate a full stack trace (confess() and cluck()) 188: # or simply report the caller's package (croak() and carp()), respectively. 189: # confess() and croak() die, carp() and cluck() warn. 190: 191: sub croak { die shortmess @_ } //THIS ONE IS HIGHLIGHTED 192: sub confess { die longmess @_ } 193: sub carp { warn shortmess @_ } 194: sub cluck { warn longmess @_ } 195: ... code stack: /usr/lib/perl5/5.8.0/Carp.pm:191 g ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/logcroak.al):66 g ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al):283 g ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/nfreeze.al):270 g /usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm:21 g /usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:507 g /usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:462 g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:1068 g raw error Best Regards, Ada _________________________________________________________________ Linguaphone : Learning English? Get Japanese lessons for FREE http://go.msnserver.com/HK/30476.asp From myqu at hotmail.com Mon Nov 3 21:42:23 2003 From: myqu at hotmail.com (Ada Hui) Date: Tue, 04 Nov 2003 02:42:23 +0000 Subject: [rt-users] Problem with RTConfig Message-ID: Dear Tony, Phil and all the list members, I still haven't got the problem of e-mail fixed. I have changed localhost to my URL in RT config file as you told me. But it doesn't work. And i search the list find someone say 1) Create "ln -s /opt/rt3/bin/rt-mailgate rt-mailgate" in /etc/smrsh/ dir. 2) Change the "Everyone" group to have access to creating a ticket. But I still can't make my mail work. Do anyone have any idea? And by the way, where should i see the log to trace the problem? And I still can't solve the problem of the quick search link on the home page. When i click on the queue names on the quick search part of the home page, it gives me the following error. I do tried to search the list and saw someone talk about this with earlier version, but i can't find the solution. I'm working with 3.0.5, redhat9. Please kindly give me some help as i have spend a lot of time in it but still can't make my RT working probably. Thanks a lot!!!!!! System error error: Assertion flags == 0 failed: file "Storable.xs", line 2336 at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al) line 282. Stack: [../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al):282] [../../lib/Storable.pm (autosplit into ../../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:1068], at /usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm line 21 context: ... 187: # whether they should generate a full stack trace (confess() and cluck()) 188: # or simply report the caller's package (croak() and carp()), respectively. 189: # confess() and croak() die, carp() and cluck() warn. 190: 191: sub croak { die shortmess @_ } //THIS ONE IS HIGHLIGHTED 192: sub confess { die longmess @_ } 193: sub carp { warn shortmess @_ } 194: sub cluck { warn longmess @_ } 195: ... code stack: /usr/lib/perl5/5.8.0/Carp.pm:191 g ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/logcroak.al):66 g ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al):283 g ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/nfreeze.al):270 g /usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm:21 g /usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:507 g /usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:462 g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:1068 g raw error Best Regards, Ada _________________________________________________________________ Linguaphone : Learning English? Get Japanese lessons for FREE http://go.msnserver.com/HK/30476.asp From seph at directionless.org Mon Nov 3 22:52:04 2003 From: seph at directionless.org (seph) Date: Mon, 03 Nov 2003 22:52:04 -0500 Subject: [rt-users] Re: Problem with RTConfig In-Reply-To: (Ada Hui's message of "Tue, 04 Nov 2003 02:42:23 +0000") References: Message-ID: "Ada Hui" writes: > When i click on the queue names on the quick search part of the home page, > it gives me the following error. I do tried to search the list and saw > someone talk about this with earlier version, but i can't find the > solution. I'm working with 3.0.5, redhat9. Please kindly give me some > help as i have spend a lot of time in it but still can't make my RT > working probably. Thanks a lot!!!!!! > > System error > error: Assertion flags == 0 failed: file "Storable.xs", line 2336 at > ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al) > line 282. this has been discussed on rt-users several times. read the archives, or search them. seph From rghf at fsck.me.uk Tue Nov 4 02:09:13 2003 From: rghf at fsck.me.uk (Rus Foster) Date: Tue, 4 Nov 2003 07:09:13 +0000 (GMT) Subject: [rt-users] reopening tickets on reply Message-ID: Hi All, I've noticed on my RT-3 system that if a ticket is closed and is then responded to its no being re-opened. Now this could be as I nuked by scrips early in the installation. What do I need to restore this functionality? Rgds Rus -- w: http://www.jvds.com | Dedicated FreeBSD,Debian and RedHat Servers e: rghf at jvds.com | Donations made to Debian, FreeBSD t: +44 7919 373537 | and Slackware t: 1-888-327-6330 | email: sales at jvds.com From einar.fagertun at cc.uit.no Tue Nov 4 03:56:41 2003 From: einar.fagertun at cc.uit.no (Einar Fagertun) Date: Tue, 4 Nov 2003 09:56:41 +0100 Subject: [rt-users] The RTFM customfield 'text single" does not break the lines Message-ID: I use the customfield 'text single' as the content field of my FAQs. The problem is that i manually have to press 'enter' to break off the lines. If i dont the text gets increadibly long. Is it supposed to be like this... if not Where can I go inn and define linelenght for the 'text single' box? Sincerily Einar Fagertun From mixo at coza.net.za Tue Nov 4 04:33:16 2003 From: mixo at coza.net.za (mixo) Date: Tue, 04 Nov 2003 11:33:16 +0200 Subject: [rt-users] rt2 to rt3 Message-ID: <3FA7725C.5090803@coza.net.za> I am currenty importinf data into rt 3 (3.0.6) and have the following message in the logs: +++++++++++++++++ RT: Use of uninitialized value in numeric ne (!=) at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 669. (/opt/rt3/lib/RT.pm:247) +++++++++++++++++ This seems to be repeated on every entry made into the database. Is it safe to procceed with the import? My setup: Redhat 9 mysql 3.23.58-1.9 Apache2 (2.0.40-21.5) mod_perl2 (1.99_09-10custom) DBIx::SearchBuilder 0.92 HTML::Mason 1.23 From cubic at acronis.ru Tue Nov 4 04:40:21 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 04 Nov 2003 12:40:21 +0300 Subject: [rt-users] rt2 to rt3 In-Reply-To: <3FA7725C.5090803@coza.net.za> References: <3FA7725C.5090803@coza.net.za> Message-ID: <3FA77405.8090105@acronis.ru> mixo wrote: > I am currenty importinf data into rt 3 (3.0.6) and have the following > message in the logs: > +++++++++++++++++ > RT: Use of uninitialized value in numeric ne (!=) at > /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 669. > (/opt/rt3/lib/RT.pm:247) > +++++++++++++++++ search in srchive there is something about this. > > This seems to be repeated on every entry made into the database. > Is it safe to procceed with the import? > > My setup: > Redhat 9 > mysql 3.23.58-1.9 You have to upgrade mysql to 4.0.x In other case you'll come soon with perfomance problems > Apache2 (2.0.40-21.5) > mod_perl2 (1.99_09-10custom) > DBIx::SearchBuilder 0.92 > HTML::Mason 1.23 > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 victor at ambra.ro Tue Nov 4 04:55:55 2003 From: victor at ambra.ro (victor) Date: Tue, 4 Nov 2003 11:55:55 +0200 (EET) Subject: [rt-users] modifing user Message-ID: <1142.80.97.24.235.1067939755.squirrel@www.ambra.ro> I want to do same export from a software that I use into rt. New users and disable users work. Now I want to modify users in rt when I modify a user in the other software. But I can't make get the UpdateRecordObject to work. I do like this: use lib "/opt/rt3/lib"; use strict; use English; use RT::Interface::Web qw(UpdateRecordObject); use RT::User; RT::LoadConfig(); RT::Init(); my $UserObj = RT::User->new(RT::SystemUser); $UserObj->LoadByEmail('cynet5 at ambra.ro'); my @fields = qw(Name); my %ARGS; $ARGS{'Name'} = 'New value'; UpdateRecordObject(AttributesRef => \@fields, Object => $UserObj, ARGSRef => \%ARGS ); But the erorr is : [Tue Nov 4 09:50:08 2003] [crit]: Undefined subroutine &main::UpdateRecordObject called at ./rt.modify line 27. (/opt/rt3/lib/RT.pm:242) Thank you From khera at kcilink.com Tue Nov 4 09:30:20 2003 From: khera at kcilink.com (Vivek Khera) Date: Tue, 4 Nov 2003 09:30:20 -0500 Subject: [rt-users] Freebsd install instructions In-Reply-To: References: Message-ID: <16295.47100.636292.280214@yertle.int.kciLink.com> >>>>> "MV" == Mike Vidal writes: MV> A while back someone had written up instructions for installing RT MV> on FreeBSD. Does anyone have this email? I think it goes something like this: cd /usr/ports/www/rt3 make install Or you can roll your own. I did it long before the port existed, and just following the instructions for installing RT was sufficient. From burdine at oakland.edu Tue Nov 4 09:51:33 2003 From: burdine at oakland.edu (Justin Burdine) Date: Tue, 04 Nov 2003 09:51:33 -0500 Subject: [rt-users] rt-users@lists.fsck.com In-Reply-To: <04e201c3935a$9f3eab50$6401a8c0@main> References: <04e201c3935a$9f3eab50$6401a8c0@main> Message-ID: <3FA7BCF5.7000102@oakland.edu> I am curious, how I enable or navigate to the "self service" gui. I have heard lots of hints about it... but I can't seem to find any clear description of how to set it up or use it. Is there a clear cut how to on enabeling Self Service? any help would be great. thanks, Justin -- Justin Burdine From cubic at acronis.ru Tue Nov 4 10:14:59 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 04 Nov 2003 18:14:59 +0300 Subject: [rt-users] rt-users@lists.fsck.com In-Reply-To: <3FA7BCF5.7000102@oakland.edu> References: <04e201c3935a$9f3eab50$6401a8c0@main> <3FA7BCF5.7000102@oakland.edu> Message-ID: <3FA7C273.70306@acronis.ru> Justin Burdine wrote: > I am curious, how I enable or navigate to the "self service" gui. I > have heard lots of hints about it... but I can't seem to find any clear > description of how to set it up or use it. Is there a clear cut how to > on enabeling Self Service? any help would be great. You could add /SelfService to base URL in Browser. Also it's default interface for unpriveleged users and with right to access WebUI. This options on user configuration page. Just create new account with password and try it. > > thanks, > Justin > From alex at rnp.br Tue Nov 4 10:52:10 2003 From: alex at rnp.br (Alex Soares de Moura) Date: Tue, 4 Nov 2003 13:52:10 -0200 (EDT) Subject: [rt-users] Freebsd install instructions In-Reply-To: Message-ID: On Mon, 3 Nov 2003, Mike Vidal wrote: > A while back someone had written up instructions for installing RT on FreeBSD. Does anyone have this email? > ________ Hello, Here is what worked here. Basically, you can use one of the two ways below: ----------------------------- 1) Via portupgrade tools: portinstall rt3 ----------------------------- 2) Using the traditional ports commands: cd /usr/ports/www/rt3 make install ----------------------------- Optional: install a more secure (SSL) apache and mysql before installing www/rt3: The ports are: databases/mysql40-server (with LINUXTHREADS option enabled) and databases/mysql40-client. www/apache13-modssl (You can install Apache 2.x, if you like). Don't forget to enable the perl port after installation: use.perl port If you get runtime problems with RT3 (error messages regarding mason_handler.fcgi), try this: chmod u+s /usr/local/rt3/bin/mason_handler.fcgi Good luck, Alex From jesse at bestpractical.com Tue Nov 4 11:19:39 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 4 Nov 2003 11:19:39 -0500 Subject: [rt-users] The RTFM customfield 'text single" does not break the lines In-Reply-To: References: Message-ID: <20031104161939.GE26562@fsck.com> On Tue, Nov 04, 2003 at 09:56:41AM +0100, Einar Fagertun wrote: > I use the customfield 'text single' as the content field of my FAQs. The problem is that i manually have to press 'enter' to break off the lines. If i dont the text gets increadibly long. Is it supposed to be like this... if not > > Where can I go inn and define linelenght for the 'text single' box? It's something that should be in RTFM 2.0.1 -jesse > Sincerily > Einar Fagertun > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From eric at opelousas.org Tue Nov 4 11:40:36 2003 From: eric at opelousas.org (Eric G Ortego) Date: Tue, 04 Nov 2003 10:40:36 -0600 Subject: [rt-users] DB initialization on rt-3-0-6 Message-ID: <3FA7D684.50400@opelousas.org> On redhat 9 I cannot properly install the db... The db initialization does not work if my mysql server is a remote server, with the db already created I get an error saying so, if it doesnt exist It is created with only one table then errors , if I try useing /opt/rt3/sbin/rt-setup-database by hand I can get the schema setup nicely but still there is no data and no users... /opt/rt3/sbin/rt-setup-database --action acl and --action insert do not function properly, I have tryed it with a normal mysql user and as root and as a new user with wide open permissions. Seems strange but the script /opt/rt3/sbin/rt-setup-database seems to use the settings out of /opt/rt3/etc/RT_Config.pm not the ones supplyed on the command line..... --dba --dba-password Is this a known issue with some perl module mabe? I didn't have this trouble on a gentoo box. From mikep at uclink.berkeley.edu Tue Nov 4 11:50:47 2003 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Tue, 04 Nov 2003 08:50:47 -0800 Subject: [rt-users] Re: Freebsd install instructions (Mike Vidal) In-Reply-To: <20031009235502.17195.21067.Mailman@pallas.eruditorum.org> References: <20031009235502.17195.21067.Mailman@pallas.eruditorum.org> Message-ID: <3FA7D8E7.7020400@uclink.berkeley.edu> I wrote up FreeBSD install notes here: http://lists.fsck.com/pipermail/rt-users/2003-October/017304.html However in retrospect I could have completely skipped all of the CPAN and other configuration steps I went through and let the port do most of the work for me. I tried the port method recently on a test box (after updating ports & perl) and I was amazed at how well it handled installing all of the dependencies (including installing a base apache). I'm learning and sharing what little I know as I go along, but this is what works for me: (bonus: - update kernel source disabling unused drivers - use /etc/make.conf to have best cflag options - a great book for this "Absolute BSD" by Michael Lucas) 1) update ports (details in http://lists.fsck.com/pipermail/rt-users/2003-October/017304.html) 2) update perl (details above) 3) cd /usr/ports/www/rt3 ; make ; make install (if you want to use ssl point it to correct apache port in makefile) 4) reboot 5) edit /usr/local/rt3/etc/RT_SiteConfig.pm (see notes in previous post: you probably also want to set rt-database username and password also) 6) cd /usr/ports/www/rt3/work ; make initialize-database One thing I was confused about was why "make initiialize-database" failed when I was in /usr/ports/www/rt3 , but after I cd'd into this directory /usr/ports/www/rt3/work it ran successfully. 7) edit /etc/aliases and /usr/local/etc/apache/httpd.conf (details in previous post) 8) login as "root", password:"password" to web interface, Configuration:Global:Group Rights:Everybody (Create Ticket, Reply to Ticket, Comment on Ticket) or do this on a queue-by-queue basis as you see fit. Now sending email to rt alias (specificed in /etc/aliases) should create a ticket. Best Wishes, Mike From cvd at il.fontys.nl Tue Nov 4 11:51:16 2003 From: cvd at il.fontys.nl (Tim Stoop) Date: Tue, 4 Nov 2003 17:51:16 +0100 Subject: [rt-users] RT3.0.6 and LDAP Message-ID: <200311041751.16338.cvd@il.fontys.nl> Hi people, I've got most of it working now, the only thing I need is an autohandler that works for 3.0.6. I have one that works for 3.0.4 (at least, I trust John Jasen that he sent the working files to the list ;-)), but I can't get it to work with 3.0.6. So, LDAP authentication works, but now, how do I make RT understand it? I'm not a Perl-monger, I can read it a bit, that's all. I hope someone can help with this. -- Kind regards, Tim Stoop From rghf at fsck.me.uk Tue Nov 4 11:57:10 2003 From: rghf at fsck.me.uk (Rus Foster) Date: Tue, 4 Nov 2003 16:57:10 +0000 (GMT) Subject: [rt-users] Dumping rt3 tickets into plain text Message-ID: Hi, Is there any script that would allow me to dump rt3 tickets into individual files? Something like rt-2-dumpfile but for rt3 All I'm looking for is a single file per ticket Rgds Rus -- w: http://www.jvds.com | JVDS Tech Channel: e: rghf at jvds.com | http://tech.jvds.com t: +44 7919 373537 | Talk about Tech t: 1-888-327-6330 | email: sales at jvds.com From Samuel.Senoner at eurac.edu Tue Nov 4 12:04:41 2003 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Tue, 4 Nov 2003 18:04:41 +0100 Subject: [rt-users] RT3.0.6 and LDAP Message-ID: <8ABC35686C73554691F3481C4023BE5EF1771C@abz01be.eurac.edu> Take a look at this: http://lists.fsck.com/pipermail/rt-users/2003-September/016887.html I posted some things about LDAP in september.... This is also John Jasen's source ;-) Samuel -----Original Message----- From: Tim Stoop [mailto:cvd at il.fontys.nl] Sent: Tuesday,04 November,2003 17:51 To: rt-users at lists.fsck.com Subject: [rt-users] RT3.0.6 and LDAP Hi people, I've got most of it working now, the only thing I need is an autohandler that works for 3.0.6. I have one that works for 3.0.4 (at least, I trust John Jasen that he sent the working files to the list ;-)), but I can't get it to work with 3.0.6. So, LDAP authentication works, but now, how do I make RT understand it? I'm not a Perl-monger, I can read it a bit, that's all. I hope someone can help with this. -- Kind regards, Tim Stoop _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 jjasen at datafoundation.com Tue Nov 4 12:07:27 2003 From: jjasen at datafoundation.com (John Jasen) Date: Tue, 4 Nov 2003 12:07:27 -0500 (EST) Subject: [rt-users] RT3.0.6 and LDAP In-Reply-To: <200311041751.16338.cvd@il.fontys.nl> Message-ID: On Tue, 4 Nov 2003, Tim Stoop wrote: > Hi people, > > I've got most of it working now, the only thing I need is an autohandler that > works for 3.0.6. I have one that works for 3.0.4 (at least, I trust John > Jasen that he sent the working files to the list ;-)), but I can't get it to > work with 3.0.6. been a bit busy ... I will confirm that I sent you the right autohandler when I get a break. > So, LDAP authentication works, but now, how do I make RT understand it? I'm > not a Perl-monger, I can read it a bit, that's all. I hope someone can help > with this. RT ... at least in what I've created, autocreates an RT (mysql) account for the user, leaving the password auth to apache (which leaves it to LDAP). In my config, the user does not automatically have the "let this user be granted rights" box checked, and thus can't get very far. You may also have to specifically grant them access to queues. From sturner at MIT.EDU Tue Nov 4 12:30:49 2003 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 04 Nov 2003 12:30:49 -0500 Subject: [rt-users] Installation problem - Message-ID: <5.2.1.1.2.20031104122945.01db9168@po14.mit.edu> Hello, I'm having trouble initializing my rt3 database. Here's what I get: make initialize-database /var/local/bin/perl //var/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 Checking for existing system user...not found. This appears to be a new installation. Creating system user...done. Now inserting RT data Creating Superuser ACL...Creating groups...3.4.5.6.7.8.9.done. Creating users...unix dgram connect: Socket operation on non-socket at /var/local/perl/lib/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77 unix dgram connect: Socket operation on non-socket at /var/local/perl/lib/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77 no connection to syslog available at /var/local/perl/lib/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77 *** Error code 95 make: Fatal error: Command failed for target `initialize-database' Thanks for any help, Steve Turner -------------- next part -------------- An HTML attachment was scrubbed... URL: From jalgermissen at topicmapping.com Tue Nov 4 14:03:48 2003 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Tue, 04 Nov 2003 20:03:48 +0100 Subject: [rt-users] newbie Message-ID: <3FA7F814.C8F8D492@topicmapping.com> Hi-- I am new to RT, so hello and thanks for this excellent software! A question: Is there any documentation about how to write my own scrips? Where can I fiond the code for the existing ones? thanks. Jan -- Jan Algermissen http://www.topicmapping.com Consultant & Programmer http://www.gooseworks.org From cvd at il.fontys.nl Tue Nov 4 13:40:06 2003 From: cvd at il.fontys.nl (Tim Stoop, helpdeskmedewerker) Date: Tue, 4 Nov 2003 19:40:06 +0100 Subject: [rt-users] RT3.0.6 and LDAP In-Reply-To: <8ABC35686C73554691F3481C4023BE5EF1771C@abz01be.eurac.edu> References: <8ABC35686C73554691F3481C4023BE5EF1771C@abz01be.eurac.edu> Message-ID: <200311041940.06985.cvd@il.fontys.nl> On Tuesday 04 November 2003 18:04, Senoner Samuel wrote: > Take a look at this: > > http://lists.fsck.com/pipermail/rt-users/2003-September/016887.html > > I posted some things about LDAP in september.... > This is also John Jasen's source ;-) Thanks. But can you also tell me how I can decode the attachments that are listed there? -- Kind regards, Tim Stoop From cvd at il.fontys.nl Tue Nov 4 13:45:00 2003 From: cvd at il.fontys.nl (Tim Stoop) Date: Tue, 4 Nov 2003 19:45:00 +0100 Subject: [rt-users] RT3.0.6 and LDAP In-Reply-To: References: Message-ID: <200311041945.00226.cvd@il.fontys.nl> On Tuesday 04 November 2003 18:07, John Jasen wrote: > RT ... at least in what I've created, autocreates an RT (mysql) account > for the user, leaving the password auth to apache (which leaves it to > LDAP). > > In my config, the user does not automatically have the "let this user be > granted rights" box checked, and thus can't get very far. You may also > have to specifically grant them access to queues. I'm not that far at the moment... Could you please take a look at http://lists.fsck.com/pipermail/rt-users/2003-November/018167.html and tell me if this rings any bells? I get that error right after logging in and I have no clue on how to fix it. I really should go and teach myself Perl, but I'd really like to have RT working first... Thanks for all the help already. -- Kind regards, Tim Stoop From jalgermissen at topicmapping.com Tue Nov 4 14:51:42 2003 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Tue, 04 Nov 2003 20:51:42 +0100 Subject: [rt-users] Filtering content before ticket creation Message-ID: <3FA8034E.4CDB3705@topicmapping.com> I have a network monitoring system and I'd like the system to autogenerate tickets in RT. The problem I have is that I need to filter the incoming mail for certain tokens and fill some custom fields in the newly created ticket. I assume that's to be done with a Scrip like this: Condition: OnTicketCreate Action: Take email's or ticket's body, parse it and assign values to custom field variables on the ticket objecty. Is that approach correct? Naturally, all pointers to implementig custom actions are welcome... Thanks in advance, Jan -- Jan Algermissen http://www.topicmapping.com Consultant & Programmer http://www.gooseworks.org From jjasen at datafoundation.com Tue Nov 4 13:57:18 2003 From: jjasen at datafoundation.com (John Jasen) Date: Tue, 4 Nov 2003 13:57:18 -0500 (EST) Subject: [rt-users] RT3.0.6 and LDAP In-Reply-To: <200311041945.00226.cvd@il.fontys.nl> Message-ID: On Tue, 4 Nov 2003, Tim Stoop wrote: > I'm not that far at the moment... Could you please take a look at > http://lists.fsck.com/pipermail/rt-users/2003-November/018167.html and tell > me if this rings any bells? I get that error right after logging in and I > have no clue on how to fix it. sorry, no bells. the autohandler I sent to you doesn't even have a line 228. :( From cvd at il.fontys.nl Tue Nov 4 14:02:33 2003 From: cvd at il.fontys.nl (Tim Stoop) Date: Tue, 4 Nov 2003 20:02:33 +0100 Subject: [rt-users] RT3.0.6 and LDAP In-Reply-To: References: Message-ID: <200311042002.33581.cvd@il.fontys.nl> On Tuesday 04 November 2003 19:57, John Jasen wrote: > On Tue, 4 Nov 2003, Tim Stoop wrote: > > I'm not that far at the moment... Could you please take a look at > > http://lists.fsck.com/pipermail/rt-users/2003-November/018167.html and > > tell me if this rings any bells? I get that error right after logging in > > and I have no clue on how to fix it. > > sorry, no bells. > > the autohandler I sent to you doesn't even have a line 228. :( I know, that's the tricky part about it... It doesn't have a line 228 here either! It stops at 225... -- Sincerely, Tim Stoop From manithree at crosswinds.net Tue Nov 4 14:16:58 2003 From: manithree at crosswinds.net (Barry Roberts) Date: Tue, 4 Nov 2003 12:16:58 -0700 Subject: [rt-users] Moving RT3 off the web server root Message-ID: <20031104191658.GP1613@www.robertsr.us> I have no experience with mod_perl or HTML::Mason, but I didn't think this would be very hard. I finally got RT3.0.6 working on RH 9 (whew!) but I wan't the URL to be /rt so I can do other things on the same web server. Right now RT has taken / over from following the install instructions. I've been messing around with the httpd.conf, but I can't seem to get anything to work. Does anybody have an RT at some other url (sub-directory-like) that could let me have a peek at their httpd.conf and/or whatever other config files you had to modify? TIA, Barry Roberts From maxb at ukf.net Tue Nov 4 14:49:49 2003 From: maxb at ukf.net (Max Bowsher) Date: Tue, 4 Nov 2003 19:49:49 -0000 Subject: [rt-users] Moving RT3 off the web server root References: <20031104191658.GP1613@www.robertsr.us> Message-ID: <010501c3a30c$d12984c0$78d96f83@starfruit> Barry Roberts wrote: > I have no experience with mod_perl or HTML::Mason, but I didn't think > this would be very hard. I finally got RT3.0.6 working on RH 9 > (whew!) but I wan't the URL to be /rt so I can do other things on the > same web server. Right now RT has taken / over from following the > install instructions. > > I've been messing around with the httpd.conf, but I can't seem to get > anything to work. Does anybody have an RT at some other url > (sub-directory-like) that could let me have a peek at their httpd.conf > and/or whatever other config files you had to modify? httpd.conf fragment: Alias /rt /opt/rt3/share/html PerlModule Apache2 Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl Order allow,deny Allow from all Options All AllowOverride All AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason You also need to set WebPath appropriately in RT_Config.pm or RT_SiteConfig.pm Max. From jcolson at giant.com Tue Nov 4 14:51:04 2003 From: jcolson at giant.com (Joshua Colson) Date: Tue, 04 Nov 2003 12:51:04 -0700 Subject: [rt-users] Moving RT3 off the web server root In-Reply-To: <20031104191658.GP1613@www.robertsr.us> References: <20031104191658.GP1613@www.robertsr.us> Message-ID: <1067975464.17690.3.camel@jcolson-debian.giant.com> You should just have to modify the $WebBaseURL variable in your rt-config.pm file to point to the new location. i.e. Set($WebBaseURL,"http://some.webserver.org/rt_subdirectory); Hope that helps. Joshua Colson > I've been messing around with the httpd.conf, but I can't seem to get > anything to work. Does anybody have an RT at some other url > (sub-directory-like) that could let me have a peek at their httpd.conf > and/or whatever other config files you had to modify? > > TIA, > Barry Roberts > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From tlangdon at atctraining.com.au Tue Nov 4 15:49:24 2003 From: tlangdon at atctraining.com.au (Tony Langdon) Date: Wed, 5 Nov 2003 07:49:24 +1100 Subject: [rt-users] Mailbomb Message-ID: > messagewall, is pretty nice. you use it to scan for viruses > as well as > prevent spam. I think you can set a maximum number of recipients it > will accept messages for. Or alternatively, MIMEDefang, SpamAssassin and your favourite Linux virus scanner (I use ClamAV, which seems to work well). I tried MessageWall, but it had a couple of odd issues on our site. Still, it has a lot of promise. As for the mailbomb (to the original poster), what damage did it do to RT? This correspondence is for the named person's use only. It may contain confidential or legally privileged information or both. No confidentiality or privilege is waived or lost by any mistransmission. If you receive this correspondence in error, please immediately delete it from your system and notify the sender. You must not disclose, copy or rely on any part of this correspondence if you are not the intended recipient. Any opinions expressed in this message are those of the individual sender. From grinnell at american.edu Tue Nov 4 19:24:45 2003 From: grinnell at american.edu (Michael Grinnell) Date: Tue, 4 Nov 2003 19:24:45 -0500 Subject: [rt-users] DMCA cease and desist letters Message-ID: As an administrator for a medium sized university, part of my job has become responding to DMCA Copyright Violation notices from the RIAA, et. al. I generally get between 1 and 20 a day, which each require about 10 minutes of database lookups, copy/paste, etc. I'm looking to automate more of this procedure by using RT, and I'm looking for some pointers. I need to get this up and running ASAP because I no longer have much time to take care of my regular tasks. We are currently using C.support for this task, but it is going to take too long to modify it to fit our needs. Our current process consists of the following steps: 1) The General Counsel's office forwards the notice to an address that creates a ticket and autoreplies to them. The ticket stays in the name of the General Counsel's office so they get status reports, resolution notice, etc. 2) I go into the ticket, grep out the IP, Date/Time, and infringing files 3) I look up the IP for that Date/Time in our DHCP server logs and get the MAC address 4) I look up the MAC address in our User <-> MAC Address database (like netreg - www.netreg.org) 5) I create an email using boilerplate text and customize it by adding the user's name, pasting in the infringing files, and send it to the user 6) I wait for the user to email me back with a notice that says they deleted the files, etc. 7) If they wait longer than 3 days to email me back, I knock them off the network. 8) I export the email (so I can keep the headers) and attach it to the original ticket 9) Close the ticket, response gets sent to General Counsel's office. I'm hoping that RT (or RTIR, which I just saw today) can help me streamline this process like so: 1) The General Counsel's office forwards the notice to an address that creates a ticket and autoreplies to them. The ticket stays in the name of the General Counsel's office so they get status reports, resolution notice, etc. 2) An OnCreate scrip fires that parses the ticket body for IP, Date/Time, and infringing files, does database lookups, etc. and creates an email (or child ticket) from a template. 3) Sends the email to an approval queue, so we can double check it 4) OnApproval, send email to user. 5) OnEscalation, sends a request to an approval queue re: knocking them off the network 6) OnApproval, triggers a script that knocks them off the network, updates some tables, and sends an email to C.support (to create a ticket for the user regarding why they were kicked off) 7) When the user responds to the email we sent them, all their responses get logged in the (RT) ticket 8) If they respond appropriately, we close the ticket 9) an OnResolv scrip triggers that updates a database (so we can track repeat offenders) and sends a resolution back to the General Counsel's office. So far, I have RT 3.0.3 set up on a test box. It creates tickets by email submission, sends a customized autoreply to the requestor, and all replies to the autoreply get catalogued in the ticket. My next step is #2. I'm looking at ExtractCustomFieldValues from the contrib directory as a start for creating the Action, but I'm looking for other pointers. Is there a central list of all the methods that RT exposes? I've been reading through the source, but it's tedious. I saw a reference to a how-to created for the O'Reilly OS Conference. Is that posted somewhere? To what extent is http://fsck.com/rtfm out of date? Is it mostly current? Has anybody done anything like this before? Am I reinventing the wheel? Any pointers, comments, etc. regarding the process? Is it technically feasible? >From those that have used RTIR, is it better suited for something like this, or am I better off with RT? Thanks, Michael Grinnell Network Security Administrator The American University From seph at directionless.org Tue Nov 4 20:40:55 2003 From: seph at directionless.org (seph) Date: Tue, 04 Nov 2003 20:40:55 -0500 Subject: [rt-users] Re: DMCA cease and desist letters In-Reply-To: (Michael Grinnell's message of "Tue, 4 Nov 2003 19:24:45 -0500") References: Message-ID: >>From those that have used RTIR, is it better suited for something like > this, or am I better off with RT? I don't really know anything about rtir, it might be more suitable to your workflow. I'm sure someone will comment. > Is there a central list of all the methods that RT exposes? I've been > reading through the source, but it's tedious. I don't think so. perldoc is cleaner than reading the raw source. perldoc selected files. > To what extent is http://fsck.com/rtfm out of date? Is it mostly current? it's mostly for rt2, and you're rt3. it should all be good background, and help you understand things, but it's unlikely to be directly applicable. > Has anybody done anything like this before? Am I reinventing the wheel? > Any pointers, comments, etc. regarding the process? Is it technically > feasible? It certainly should be feasible. > 1) The General Counsel's office forwards the notice to an address that > creates a ticket and autoreplies to them. The ticket stays in the name of > the General Counsel's office so they get status reports, resolution notice, > etc. > 2) An OnCreate scrip fires that parses the ticket body for IP, Date/Time, > and infringing files, does database lookups, etc. and creates an email (or > child ticket) from a template. parsing the email seems potentially annoying. the scrip is just comprised of perl code, and you'd end up parsing the raw email. There's always lots of places it can go wrong. Can you get the general counsel's office to submit a form letter or use a webpage for submission? you should be able to create custom fields for the various things you care about, and have your scrip populate them. > My next step is #2. I'm looking at ExtractCustomFieldValues from the > contrib directory as a start for creating the Action, but I'm looking for > other pointers. I expect that extracts the custom fields, so not useful in parsing out the offending ip and date/time, but useful later on in getting the user and mac address info back out of the ticket. (unless you get them to submit tickets in such a way to create custom fields) I think the rest is pretty straightforward. seph From cvd at il.fontys.nl Tue Nov 4 20:52:40 2003 From: cvd at il.fontys.nl (Tim Stoop) Date: Wed, 5 Nov 2003 02:52:40 +0100 Subject: [rt-users] renaming root Message-ID: <200311050252.40836.cvd@il.fontys.nl> Hi! Well, seems I got authentication working through LDAP. The standard autohandler-file already has fixes for LDAP (Samuel, looks like it's your autohandlerforldap.diff that has been applied!). Glad I found that out. On to the next problem: Since I'm doing LDAP authentication solely now, I need to rename the root-account (we don't have a root in LDAP). I tried to just change this directly in the database (only changed the row in user to use username cvd instead of root), but that doesn't seem to work correctly. I'm getting errors when trying to create groups and I'm not able to create queues at all. Also, the top-right corner displays "not logged in". Guess just changing the record to the correct username doesn't work :) Any tips on how to do this correctly? -- Kind regards, Tim Stoop From hermann at rodeios.com Tue Nov 4 20:55:48 2003 From: hermann at rodeios.com (Hermann Wecke) Date: 5 Nov 2003 01:55:48 +0000 Subject: [rt-users] Mailbomb In-Reply-To: Message-ID: On Wed, 5 Nov 2003, Tony Langdon wrote: > Or alternatively, MIMEDefang, SpamAssassin and your favourite Linux virus > scanner (I use ClamAV, which seems to work well). spamassassin was active when the flood came in. All messages was scored above 4 points. So I changed the trigger to 4. I just need to keep an eye on the rtspamfolder (not an issue, actually) for those rejected messages. > As for the mailbomb (to the original poster), what damage did it do to RT? Except creating a few hundred new tickets, sending messages to all queue members and giving me a few minutes of "change status" work, no damage at all. I'm just trying to avoid the same problem in the future. Lowering the spamassassin score may help me, except if the mailbomb itself will not scroe even the 4 points... From nemir at hotmail.com Tue Nov 4 23:26:45 2003 From: nemir at hotmail.com (nemir nemiria) Date: Wed, 05 Nov 2003 04:26:45 +0000 Subject: [rt-users] I am confused Message-ID: It might be that I am not confused, but instead am dense. I hope that won't put you off giving me some advice. Or a pointer to a RedHat how to...? I have read the documents on how to install several times through. I have read the recommendations as to what versions of what applications I should install. I think this is the first part of my falling down. I am wanting to install this on a RedHat 9.0 server. The RedHat folk strongly suggest that I use RPMs for everything possible. They install by default Apache 2.0 and Perl_Mod 1.99 (or something like that.) The install docs say that I should by preference use apache 1.3 and perl_doc 1.? Should I remove these RPMS and get old RPMs of these applications ? Can it work with the out of the box RH9 installation? Are there any dire implications for anything else by doing that stuff? Would anyone have RPMs that make this easy? Would people be interested if I made some? (I have done it once, and am interested enough to do it again. Learning Curve!) anyways, I guess some feedback from someone who's set up an RT server on RH9 would be very appreciated here. Thanks! nemir _________________________________________________________________ Hot chart ringtones and polyphonics. Go to http://ninemsn.com.au/mobilemania/default.asp From tlangdon at atctraining.com.au Tue Nov 4 23:46:34 2003 From: tlangdon at atctraining.com.au (Tony Langdon) Date: Wed, 5 Nov 2003 15:46:34 +1100 Subject: [rt-users] I am confused Message-ID: > anyways, I guess some feedback from someone who's set up an > RT server on > RH9 would be very appreciated here. OK, I did the following: Firstly, I tried to stick with the standard RPMs where possible. For Apache, I used the standard Red Hat RPMs. For mod_perl, I rebuilt 1.99_09 from the Rawhide sources. Had to tweak the spec file to allow it to rebuild with the version number of Apache Red Hat uses. There are a few development libraries required here, so might mean installing a few RPMs. HTML::Mason was the other sticking point. I did find an RPM for Red Hat 9, which has proved to work well in practice. Look back through the archives in the last couple of weeks for details on where to get the HTML::Mason RPM. This will save unending grief with battling Apache::Request... :-) Also, I strongly recommend the use of APT (yes, the same APT as Debian uses, but ported for RPM) for RPM on your Red Hat box. You can find it at http://freshrpms.net. I'd suggest running apt-get update apt-get upgrade before starting the rest of the installation. You will then be able to apt-get install any needed RPMs. Expect a bit of fiddling with dependencies. Also, make sure you turn off UTF encoding in Perl, or some of the CPAN module installs will barf. UTF support in Perl is rather broken anyway. To do this, you need to edit /etc/sysconfig/i18n and change the line that says LANG="en_US.UTF-8" and simply drop the .UTF-8, so it reads LANG="en_US" Of course, non US people will have a different language, mine says "en_AU". :) Once this is done, reboot to ensure it takes effect system wide. Finally, once RT is installed, don't forget to tweak the Apache conf file to tell the server to load index.html when no file is requested. This appeared in the archives in the last week (I posted it myself). Just to workaround a bug in mod_perl. All that said and done, I'm happy with how my installation is performing. This correspondence is for the named person's use only. It may contain confidential or legally privileged information or both. No confidentiality or privilege is waived or lost by any mistransmission. If you receive this correspondence in error, please immediately delete it from your system and notify the sender. You must not disclose, copy or rely on any part of this correspondence if you are not the intended recipient. Any opinions expressed in this message are those of the individual sender. From danie.marais at attix5.com Wed Nov 5 02:20:41 2003 From: danie.marais at attix5.com (Danie Marais) Date: Wed, 5 Nov 2003 09:20:41 +0200 Subject: [rt-users] The RTFM customfield 'text single" does not break thelines References: <20031104161939.GE26562@fsck.com> Message-ID: <009101c3a36d$53ddbf70$0a14a8c0@danie> Jesse, I have RTFM2.0.1 and experience the same problem. Danie > > It's something that should be in RTFM 2.0.1 > > -jesse > > From damian at sentex.net Wed Nov 5 02:40:03 2003 From: damian at sentex.net (Damian Gerow) Date: Wed, 5 Nov 2003 02:40:03 -0500 Subject: [rt-users] mailman issues? Message-ID: <20031105074003.GC32349@sentex.net> Has anyone else been seeing weird mailman issues since the upgrade? Specifically, anyone who has delivery turned off? I've turned mine back on and off again, but I'm still getting rt-users@ delivered to me. From anfa at edu.nykoping.se Wed Nov 5 03:40:28 2003 From: anfa at edu.nykoping.se (Andreas Falk) Date: Wed, 5 Nov 2003 09:40:28 +0100 Subject: [rt-users] en.po error with fastcgi? Message-ID: <000401c3a378$76f05210$c601040a@edu.nykoping.ad> Hi.. I just reinstalled rt3 on rh9 with apache2 and fastcgi. When I enabled LexiconLanguages = qw(en); in RT_SiteConfig.pm Fastcgi goes out with a bang with this error.. ---8X--- cannot find /opt/rt3/local/po/*/en.po (called by RT::I18N) in @INC at /usr/lib/perl5/site_perl/5.8.0/Locale/Maketext/Lexicon.pm line 317. Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line 28. [Wed Nov 05 09:31:59 2003] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 10595) terminated by calling exit with status '2' ---8X--- So I found this in the maillist. [root at rt rt3]# diff /opt/rt3/lib/RT/I18N.org /opt/rt3/lib/RT/I18N.pm 97c97 < Gettext => "$RT::LocalLexiconPath/*/$_.po", --- > Gettext => "$RT::LocalLexiconPath/$_.po", And cp /opt/rt3/lib/RT/I18N/en.po /opt/rt3/local/po/en.po It feels like a ugly hack but it worked.. Is that a bug or is it my installation who is fscked you think? Everything looks good with the pearl deps.. // tnx Falk From cubic at acronis.ru Wed Nov 5 03:44:28 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 05 Nov 2003 11:44:28 +0300 Subject: [rt-users] newbie In-Reply-To: <3FA7F814.C8F8D492@topicmapping.com> References: <3FA7F814.C8F8D492@topicmapping.com> Message-ID: <3FA8B86C.8010802@acronis.ru> Jan Algermissen wrote: > Hi-- > > I am new to RT, so hello and thanks for this excellent software! > > A question: Is there any documentation about how to write my own > scrips? Where can I fiond the code for the existing ones? > > thanks. > > Jan > > Hello Jan. Google for archive, keywords: custom action, user defined and so on. I've posted examples of such actions. Best. Ruslan. From cubic at acronis.ru Wed Nov 5 03:48:42 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 05 Nov 2003 11:48:42 +0300 Subject: [rt-users] Filtering content before ticket creation In-Reply-To: <3FA8034E.4CDB3705@topicmapping.com> References: <3FA8034E.4CDB3705@topicmapping.com> Message-ID: <3FA8B96A.8020003@acronis.ru> Jan Algermissen wrote: > I have a network monitoring system and I'd like the > system to autogenerate tickets in RT. The problem I have > is that I need to filter the incoming mail for certain tokens > and fill some custom fields in the newly created ticket. Someone have posted contribution that help aoutmate such thing in someway. I don't try it yet. Google. > > I assume that's to be done with a Scrip like this: > > Condition: OnTicketCreate > Action: Take email's or ticket's body, parse it and assign values to > custom field variables on the ticket objecty. Generally right approach. > > Is that approach correct? > > Naturally, all pointers to implementig custom actions are welcome... Really look in archives. Try to do something and you'll get in troubles with code post it with questions. > > > Thanks in advance, > > > Jan From David.Addison at infineon.com Wed Nov 5 06:52:15 2003 From: David.Addison at infineon.com (David.Addison at infineon.com) Date: Wed, 5 Nov 2003 12:52:15 +0100 Subject: [rt-users] I am confused Message-ID: <5E02F0ECE283D711A9850008C786F2BD048686@brsg501a.brs.infineon.com> -----Original Message----- From: rt-users-bounces at lists.fsck.com [mailto:rt-users-bounces at lists.fsck.com] On Behalf Of nemir nemiria Sent: 05 November 2003 04:27 To: rt-users at lists.fsck.com Subject: [rt-users] I am confused It might be that I am not confused, but instead am dense. I hope that won't put you off giving me some advice. Or a pointer to a RedHat how to...? I have read the documents on how to install several times through. I have read the recommendations as to what versions of what applications I should install. I think this is the first part of my falling down. I am wanting to install this on a RedHat 9.0 server. The RedHat folk strongly suggest that I use RPMs for everything possible. They install by default Apache 2.0 and Perl_Mod 1.99 (or something like that.) The install docs say that I should by preference use apache 1.3 and perl_doc 1.? Should I remove these RPMS and get old RPMs of these applications ? Can it work with the out of the box RH9 installation? Are there any dire implications for anything else by doing that stuff? Would anyone have RPMs that make this easy? Would people be interested if I made some? (I have done it once, and am interested enough to do it again. Learning Curve!) anyways, I guess some feedback from someone who's set up an RT server on RH9 would be very appreciated here. Thanks! nemir I've rebuilt RPMS of apache 1.3.27 and mod_perl 1.26 for RedHat 9. You would also need RPMS of the db3 environment. These do not have to be installed (db3-compat packages for db4 work) but RedHat must think they have been installed for the apache RPM to be happy (use --justdb option for rpm command). I didn't manage to get mod_perl working (I couldn't log in, I was returned to the login screen every time I tried with no erros logged anywhere) but RT is working fine with fastcgi and the suidperl RPM installed. Regards Dave From David.Addison at infineon.com Wed Nov 5 08:30:39 2003 From: David.Addison at infineon.com (David.Addison at infineon.com) Date: Wed, 5 Nov 2003 14:30:39 +0100 Subject: [rt-users] Problem with RTConfig Message-ID: <5E02F0ECE283D711A9850008C786F2BD048688@brsg501a.brs.infineon.com> And I still can't solve the problem of the quick search link on the home page. When i click on the queue names on the quick search part of the home page, it gives me the following error. I do tried to search the list and saw someone talk about this with earlier version, but i can't find the solution. I'm working with 3.0.5, redhat9. Please kindly give me some help as i have spend a lot of time in it but still can't make my RT working probably. Thanks a lot!!!!!! System error error: Assertion flags == 0 failed: file "Storable.xs", line 2336 at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al) line 282. I found a message on the list which suggested updating the Storable perl module to the latest version. I haven't had a report of this problem since doing that. Dave From cubic at acronis.ru Wed Nov 5 08:48:00 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 05 Nov 2003 16:48:00 +0300 Subject: [rt-users] Problem with RTConfig In-Reply-To: <5E02F0ECE283D711A9850008C786F2BD048688@brsg501a.brs.infineon.com> References: <5E02F0ECE283D711A9850008C786F2BD048688@brsg501a.brs.infineon.com> Message-ID: <3FA8FF90.5010201@acronis.ru> David.Addison at infineon.com wrote: > And I still can't solve the problem of the quick search link on the home > page. > When i click on the queue names on the quick search part of the home page, > it gives me the following error. I do tried to search the list and saw > someone talk about this with earlier version, but i can't find the solution. > > I'm working with 3.0.5, redhat9. Please kindly give me some help as i have > spend a lot of time in it but still can't make my RT working probably. > Thanks a lot!!!!!! > > System error > error: Assertion flags == 0 failed: file "Storable.xs", line 2336 at > ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al) > line 282. > After update you must restart apache. > I found a message on the list which suggested updating the Storable perl > module to the latest version. I haven't had a report of this problem since > doing that. It's not a suggestion. Fix for this problem is 'updating Storble to latest version' and no other way. May be you've done something wrong? > > Dave From jalgermissen at topicmapping.com Wed Nov 5 10:14:12 2003 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Wed, 05 Nov 2003 16:14:12 +0100 Subject: [rt-users] Moving RT3 off the web server root References: <20031104191658.GP1613@www.robertsr.us> Message-ID: <3FA913C4.18F2D29F@topicmapping.com> Barry Roberts wrote: > > I have no experience with mod_perl or HTML::Mason, but I didn't think > this would be very hard. I finally got RT3.0.6 working on RH 9 > (whew!) but I wan't the URL to be /rt so I can do other things on the > same web server. Right now RT has taken / over from following the > install instructions. > > I've been messing around with the httpd.conf, but I can't seem to get > anything to work. Try putting the RT related stuff into a section: SetHandler .... (what's in the example's VirtualHost config Alias /web-dir/ /full/system/path/to/dir/ Then you need to update a variable in the RT configuration to tell RT to prefix all paths with /web-dir/ If using virtual host, simply change the value of the Directive and also update the var in the RT config file. Note: I have not tried this, I justguess it works. Hope it helps. Jan > Does anybody have an RT at some other url > (sub-directory-like) that could let me have a peek at their httpd.conf > and/or whatever other config files you had to modify? > > TIA, > Barry Roberts > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Jan Algermissen http://www.topicmapping.com Consultant & Programmer http://www.gooseworks.org From David.Addison at infineon.com Wed Nov 5 09:13:37 2003 From: David.Addison at infineon.com (David.Addison at infineon.com) Date: Wed, 5 Nov 2003 15:13:37 +0100 Subject: [rt-users] Problem with RTConfig Message-ID: <5E02F0ECE283D711A9850008C786F2BD04868A@brsg501a.brs.infineon.com> -----Original Message----- From: rt-users-bounces at lists.fsck.com [mailto:rt-users-bounces at lists.fsck.com] On Behalf Of Ruslan U. Zakirov Sent: 05 November 2003 13:48 To: David.Addison at infineon.com Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Problem with RTConfig > I found a message on the list which suggested updating the Storable > perl module to the latest version. I haven't had a report of this > problem since doing that. It's not a suggestion. Fix for this problem is 'updating Storble to latest version' and no other way. May be you've done something wrong? I don't think so. None of the users on the system have reported seeing the error since I updated the storable module _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 einar.fagertun at cc.uit.no Wed Nov 5 09:28:47 2003 From: einar.fagertun at cc.uit.no (Einar Fagertun) Date: Wed, 5 Nov 2003 15:28:47 +0100 Subject: [rt-users] Req custom script for stalled tickets Message-ID: Has anyone made a custom script that does the following: Custom (on Stalled) -> notify whomever -> with template The custom script I need is for the first action ofcourse, since there is no default condition for stalled tickets in rt 3.0.5 nb: does anyone know of a collection site for custom scripts? Sincerily Einar Fagertun From jschubert at linearcorp.com Wed Nov 5 09:49:36 2003 From: jschubert at linearcorp.com (John Schubert) Date: Wed, 05 Nov 2003 06:49:36 -0800 Subject: [rt-users] I am confused In-Reply-To: Message-ID: I hope you get more responses than I did, when I asked similar questions about RH 8.0. I spent 2 or 3 weeks trying to make RH 8 regress to mod_perl1 and Apache1. I've been a Sun sys admin for 5 years or so, and have a good understanding of installing packages and configuring Unix boxes. However, with RedHat 8, it was not as simple as just removing Apache and mod_perl and then compiling from new source. It should be, but it wasn't. If someone can send you step by step, go for it. Otherwise, as a person who just spent 6 weeks slugging away with RH8, I recommend regressing to RH 7.3. A very kind soul forwarded this procedure to me (I uploaded it and make it available, however I won't attach it since this email goes to hundreds of people) http://schube.com/upload/RT+RedHat+Installation.doc I haven't doctored it yet, however, I changed all references to RT2 to RT3. Apache shows compiling from /tmp, however if you followed earlier steps, its in /usr/src (so compile from whereever you actually put the source). I believe the Apache step also skips the make install. Finally, when you get to the configuration, I used the RT documentation in combination with their suggestions. I had it working in one day (after figuring out the CPAN module DBD::MySQL needed a third RPM, MySQL development, installed in addition to Client and Server RPMs), although I need to go back and make sendmail work. I am very weak in sendmail skills (a good excuse to go get the O'Reilly book). Good luck. John On Wed, 05 Nov 2003 04:26:45 +0000 "nemir nemiria" wrote: > It might be that I am not confused, but instead am > dense. I hope that won't put you off giving me some > advice. Or a pointer to a RedHat how to...? > > I have read the documents on how to install several times > through. I have read the recommendations as to what > versions of what applications I should install. I think > this is the first part of my falling down. I am wanting > to install this on a RedHat 9.0 server. The RedHat folk > strongly suggest that I use RPMs for everything possible. > They install by default Apache 2.0 and Perl_Mod 1.99 (or > something like that.) > > The install docs say that I should by preference use > apache 1.3 and perl_doc 1.? Should I remove these RPMS > and get old RPMs of these applications ? Can it work > with the out of the box RH9 installation? Are there any > dire implications for anything else by doing that stuff? > > Would anyone have RPMs that make this easy? Would > people be interested if I made some? (I have done it > once, and am interested enough to do it again. Learning > Curve!) > > > anyways, I guess some feedback from someone who's set > up an RT server on RH9 would be very appreciated here. > > Thanks! > > nemir From rconley at equala.com Wed Nov 5 09:58:46 2003 From: rconley at equala.com (Ryan Conley) Date: Wed, 5 Nov 2003 09:58:46 -0500 Subject: [rt-users] Moving RT3 off the web server root In-Reply-To: <3FA913C4.18F2D29F@topicmapping.com> Message-ID: <001601c3a3ad$501b9340$7e00a8c0@office.anythingemail.com> Barry - The setup we use here is quite simple. The server that I run RT on handles our helpdesk requests as well as other development applications. To keep RT separate from all the other things on the server, I simply added the following lines to httpd.conf (along with similar entries for our monitoring system, SQL admin pages, etc): Alias /rt "/var/rt3/share/html" PerlModule Apache::DBI PerlRequire /var/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason In my case, RT is installed in /var/rt3 (not the usual /opt/rt3), and the web interface is available via http://server/rt/. Replace paths as necessary for your system. If you'd rather have RT continue being the "root" of the server, you could move it to a tag and add more Ips to your server. There are several HOWTOs on that subject - I'll leave that to you and Google. :-) --Ryan Conley rconley at equala.com System Administrator The Equala Communications Group http://www.equala.com -----Original Message----- From: rt-users-bounces at lists.fsck.com [mailto:rt-users-bounces at lists.fsck.com] On Behalf Of Jan Algermissen Sent: Wednesday, November 05, 2003 10:14 AM To: Barry Roberts Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Moving RT3 off the web server root Barry Roberts wrote: > > I have no experience with mod_perl or HTML::Mason, but I didn't think > this would be very hard. I finally got RT3.0.6 working on RH 9 > (whew!) but I wan't the URL to be /rt so I can do other things on the > same web server. Right now RT has taken / over from following the > install instructions. > > I've been messing around with the httpd.conf, but I can't seem to get > anything to work. Try putting the RT related stuff into a section: SetHandler .... (what's in the example's VirtualHost config Alias /web-dir/ /full/system/path/to/dir/ Then you need to update a variable in the RT configuration to tell RT to prefix all paths with /web-dir/ If using virtual host, simply change the value of the Directive and also update the var in the RT config file. Note: I have not tried this, I justguess it works. Hope it helps. Jan > Does anybody have an RT at some other url > (sub-directory-like) that could let me have a peek at their httpd.conf > and/or whatever other config files you had to modify? > > TIA, > Barry Roberts > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Jan Algermissen http://www.topicmapping.com Consultant & Programmer http://www.gooseworks.org _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From cubic at acronis.ru Wed Nov 5 10:23:10 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 05 Nov 2003 18:23:10 +0300 Subject: [rt-users] Req custom script for stalled tickets In-Reply-To: References: Message-ID: <3FA915DE.3050008@acronis.ru> Einar Fagertun wrote: > Has anyone made a custom script that does the following: > > Custom (on Stalled) -> notify whomever -> with template Hello. If you whant condition 'On Stall' then next SQL would help you: insert into ScripConditions set Name = 'On Stall', Description = 'Whenever a ticket is stalled', ExecModule = 'StatusChange', Argument = 'stalled', ApplicableTransTypes = 'Status', Creator = 1, Created = now(); Best regards. Ruslan. > > The custom script I need is for the first action ofcourse, since there is no default condition for stalled tickets in rt 3.0.5 > > nb: does anyone know of a collection site for custom scripts? > > Sincerily > Einar Fagertun From rt at linuxguy.com Wed Nov 5 10:35:51 2003 From: rt at linuxguy.com (Walt Reed) Date: Wed, 5 Nov 2003 10:35:51 -0500 Subject: [rt-users] I am confused In-Reply-To: References: Message-ID: <20031105153551.GB10665@hubinternet.com> On Wed, Nov 05, 2003 at 06:49:36AM -0800, John Schubert said: > I hope you get more responses than I did, when I asked > similar questions about RH 8.0. > > I spent 2 or 3 weeks trying to make RH 8 regress to > mod_perl1 and Apache1. I've been a Sun sys admin for 5 > years or so, and have a good understanding of installing > packages and configuring Unix boxes. > > However, with RedHat 8, it was not as simple as just > removing Apache and mod_perl and then compiling from new > source. It should be, but it wasn't. Your right, it SHOULD be, but isn't. Basically what I did on RH8 is dump the redhat binaries for just about everything (apache, mod_perl, perl, mysql) and install from source in /usr/local. I did cheat a little and install mysql from the RPM's provided at mysql.com (the mysql version with rh8 is too old.) I tend to NOT use vendor supplied binaries for a lot of my core software. Besides being able to compile exactly the versions / options I want, I also have the ability to take MY code and upgrade the OS under and have a reasonable expectation that things will still work (with a recompile as a possibility. It may help to compile things statically if this is your goal.) From sturner at MIT.EDU Wed Nov 5 10:59:25 2003 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 05 Nov 2003 10:59:25 -0500 Subject: [rt-users] Installation problem - In-Reply-To: <5.2.1.1.2.20031104122945.01db9168@po14.mit.edu> Message-ID: <5.2.1.1.2.20031105105408.01dde958@po14.mit.edu> I've solved this (or at least found a work-around), so just in case someone else encounters it: I customized RT_Config.pm (in etc) including disabling LogToSysLog and enabling LogToFile, and copied it to RT_SiteConfig.pm. I also copied these files back to my temp rt install etc directory. I'm not sure which of these files is used when doing make-initialize-database. This solution is based on a couple of threads I belatedly found: http://lists.fsck.com/pipermail/rt-users/2003-March/012703.html and http://lists.fsck.com/pipermail/rt-users/2003-October/017297.html Steve At 12:30 PM 11/4/2003 -0500, Stephen Turner wrote: >Hello, >I'm having trouble initializing my rt3 database. Here's >what I get: > >make initialize-database > >Creating users...unix dgram connect: Socket operation on non-socket at >/var/local/perl/lib/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77 >unix dgram connect: Socket operation on non-socket at >/var/local/perl/lib/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77 >no connection to syslog available at >/var/local/perl/lib/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77 >*** Error code 95 >make: Fatal error: Command failed for target `initialize-database' > >Thanks for any help, >Steve Turner -------------- next part -------------- An HTML attachment was scrubbed... URL: From Michael.Frazer at InterCept.Net Wed Nov 5 11:11:55 2003 From: Michael.Frazer at InterCept.Net (Mike Frazer) Date: Wed, 5 Nov 2003 11:11:55 -0500 Subject: [rt-users] I am confused Message-ID: <478879BCC1206E4898AB37FBA0D60CD5C420FE@nt302prd.epx.com> My recommendation is that, if you want to install via RPMs, that you don't install things by default in Redhat. Install only what you need to get up and going, and then download the absolute latest versions for everything. I personally have had bad luck with RPMs anyway, so whenever possible I install from source. Call me old-fashioned. For Perl components, though, I've found it to be good practice to install from source. Nothing seems to go to the right place with the RPMs in my experience. Use CPAN to install Perl modules, its just that much safer. If it fails to install through CPAN, you may need to work with your environment variables (for instance, one that gets in the way a lot on RedHat is the LANG environment variable, which causes problems during installs if it is set to "en_US.xxxx"; change this one to just "en_US" if you have any installation troubles). -----Original Message----- From: Walt Reed [mailto:rt at linuxguy.com] Sent: Wednesday, November 05, 2003 10:36 AM To: John Schubert Cc: rt-users at lists.fsck.com; nemir nemiria Subject: Re: [rt-users] I am confused On Wed, Nov 05, 2003 at 06:49:36AM -0800, John Schubert said: > I hope you get more responses than I did, when I asked > similar questions about RH 8.0. > > I spent 2 or 3 weeks trying to make RH 8 regress to > mod_perl1 and Apache1. I've been a Sun sys admin for 5 > years or so, and have a good understanding of installing > packages and configuring Unix boxes. > > However, with RedHat 8, it was not as simple as just > removing Apache and mod_perl and then compiling from new > source. It should be, but it wasn't. Your right, it SHOULD be, but isn't. Basically what I did on RH8 is dump the redhat binaries for just about everything (apache, mod_perl, perl, mysql) and install from source in /usr/local. I did cheat a little and install mysql from the RPM's provided at mysql.com (the mysql version with rh8 is too old.) I tend to NOT use vendor supplied binaries for a lot of my core software. Besides being able to compile exactly the versions / options I want, I also have the ability to take MY code and upgrade the OS under and have a reasonable expectation that things will still work (with a recompile as a possibility. It may help to compile things statically if this is your goal.) _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 Nov 5 11:12:56 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 5 Nov 2003 11:12:56 -0500 Subject: [rt-users] en.po error with fastcgi? In-Reply-To: <000401c3a378$76f05210$c601040a@edu.nykoping.ad> References: <000401c3a378$76f05210$c601040a@edu.nykoping.ad> Message-ID: <20031105161256.GX26562@fsck.com> Upgrade to the latest Locale::Maketext::Lexicon. That should fix this error. On Wed, Nov 05, 2003 at 09:40:28AM +0100, Andreas Falk wrote: > Hi.. > > I just reinstalled rt3 on rh9 with apache2 and fastcgi. > When I enabled LexiconLanguages = qw(en); in RT_SiteConfig.pm > Fastcgi goes out with a bang with this error.. > > ---8X--- > cannot find /opt/rt3/local/po/*/en.po (called by RT::I18N) in @INC at > /usr/lib/perl5/site_perl/5.8.0/Locale/Maketext/Lexicon.pm line 317. > Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line 28. > [Wed Nov 05 09:31:59 2003] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" (pid 10595) terminated by calling exit > with status '2' > ---8X--- > > So I found this in the maillist. > > [root at rt rt3]# diff /opt/rt3/lib/RT/I18N.org /opt/rt3/lib/RT/I18N.pm > 97c97 > < Gettext => "$RT::LocalLexiconPath/*/$_.po", > --- > > Gettext => "$RT::LocalLexiconPath/$_.po", > > And > > cp /opt/rt3/lib/RT/I18N/en.po /opt/rt3/local/po/en.po > > It feels like a ugly hack but it worked.. > > Is that a bug or is it my installation who is fscked you think? > Everything looks good with the pearl deps.. > > // tnx Falk > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 Wed Nov 5 11:14:34 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 5 Nov 2003 11:14:34 -0500 Subject: [rt-users] The RTFM customfield 'text single" does not break thelines In-Reply-To: <009101c3a36d$53ddbf70$0a14a8c0@danie> References: <20031104161939.GE26562@fsck.com> <009101c3a36d$53ddbf70$0a14a8c0@danie> Message-ID: <20031105161434.GY26562@fsck.com> Er, 2.0.2. Sorry. On Wed, Nov 05, 2003 at 09:20:41AM +0200, Danie Marais wrote: > Jesse, > > I have RTFM2.0.1 and experience the same problem. > > Danie > > > > > It's something that should be in RTFM 2.0.1 > > > > -jesse > > > > > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From les at futuresource.com Wed Nov 5 11:14:12 2003 From: les at futuresource.com (Les Mikesell) Date: Wed, 05 Nov 2003 10:14:12 -0600 Subject: [rt-users] I am confused In-Reply-To: <20031105153551.GB10665@hubinternet.com> References: <20031105153551.GB10665@hubinternet.com> Message-ID: <1068048852.13820.28.camel@dhcp-lom-195-119.futuresource.com> On Wed, 2003-11-05 at 09:35, Walt Reed wrote: > > > > However, with RedHat 8, it was not as simple as just > > removing Apache and mod_perl and then compiling from new > > source. It should be, but it wasn't. > > Your right, it SHOULD be, but isn't. > > Basically what I did on RH8 is dump the redhat binaries for just about > everything (apache, mod_perl, perl, mysql) and install from source in > /usr/local. I did cheat a little and install mysql from the RPM's > provided at mysql.com (the mysql version with rh8 is too old.) > Is it worth the effort compared to switching to fastcgi with the stock apache? --- Les Mikesell les at futuresource.com From rt at linuxguy.com Wed Nov 5 11:40:42 2003 From: rt at linuxguy.com (Walt Reed) Date: Wed, 5 Nov 2003 11:40:42 -0500 Subject: [rt-users] I am confused In-Reply-To: <1068048852.13820.28.camel@dhcp-lom-195-119.futuresource.com> References: <20031105153551.GB10665@hubinternet.com> <1068048852.13820.28.camel@dhcp-lom-195-119.futuresource.com> Message-ID: <20031105164042.GC10665@hubinternet.com> On Wed, Nov 05, 2003 at 10:14:12AM -0600, Les Mikesell said: > > Basically what I did on RH8 is dump the redhat binaries for just about > > everything (apache, mod_perl, perl, mysql) and install from source in > > /usr/local. I did cheat a little and install mysql from the RPM's > > provided at mysql.com (the mysql version with rh8 is too old.) > > Is it worth the effort compared to switching to fastcgi with the > stock apache? I guess that depends on your needs now and in the future. Consider also that Redhat is abandoning support for the standard RedHat line (RH 8 end of life is now end of this year.) People will have a choice: upgrade to Enterprise Linux ($$$) or switch to Debian, Suse, freebsd, solaris etc. If you have all your core applications compiled locally, you (for the most part) can take your entire source tree and rebuild on another platform. If you have satisfied your dependencies in your /usr/local tree, its going to be a MUCH easier port job. By removing my dependencies on vendor stuff, I have given myself a little more flexibility, and reduced my workload down the road. From girgen at pingpong.net Wed Nov 5 12:19:28 2003 From: girgen at pingpong.net (Palle Girgensohn) Date: Wed, 05 Nov 2003 18:19:28 +0100 Subject: [rt-users] converting from gnats to RT3 Message-ID: <42420000.1068052768@rambutan.pingpong.net> Hi! I want to migrate my GNATS database into RT. I'm just now looking at the import-gnats script from the cvs module rt-addons. It is old, written for RT2 and just does not work. I've been doing a bit of rewriting, but it seems the script does not do basic stuff like creating the responsible users before importing, or convert to Unicode before inserting into database. Does anyone have an updated script for this task, one that works? If not, I need a hint: Can I tell RT that my strings are ISO-8859-1 when I use $Ticket->Import()? Thanks Palle From cubic at acronis.ru Wed Nov 5 12:42:54 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 05 Nov 2003 20:42:54 +0300 Subject: [rt-users] converting from gnats to RT3 In-Reply-To: <42420000.1068052768@rambutan.pingpong.net> References: <42420000.1068052768@rambutan.pingpong.net> Message-ID: <3FA9369E.4070905@acronis.ru> Palle Girgensohn wrote: > Hi! > > I want to migrate my GNATS database into RT. I'm just now looking at the > import-gnats script from the cvs module rt-addons. It is old, written > for RT2 and just does not work. I've been doing a bit of rewriting, but > it seems the script does not do basic stuff like creating the > responsible users before importing, or convert to Unicode before > inserting into database. Does anyone have an updated script for this > task, one that works? > > If not, I need a hint: Can I tell RT that my strings are ISO-8859-1 when > I use $Ticket->Import() You can try next trick: 1) Convert GNATS to rt2 with that script 2) Convert rt2 to rt3 :) If you want write GNATS to rt3 import tool then my suggestions are: 1) rt2-to-rt3 have two parts rt2-to-filedump and filedump-to-rt3 so you have to write GNATS-to-rt3_filedump only. 2) rt2 don't have utf support so rt2-to-filedump do all crossencoding convertions. I hope this would help. Good luck. Ruslan. > > Thanks > Palle > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 rconley at equala.com Wed Nov 5 13:27:36 2003 From: rconley at equala.com (Ryan Conley) Date: Wed, 5 Nov 2003 13:27:36 -0500 Subject: [rt-users] Moving RT3 off the web server root In-Reply-To: Message-ID: <001d01c3a3ca$7ce30580$7e00a8c0@office.anythingemail.com> You'll need to make some changes in etc/RT_SiteConfig.pm as well - RT generates URLs for some correspondence, and the engine needs to know where the "real world" can find it. The server I use RT on is strictly an internal system, with an IP of 192.168.0.89. To access the web interface, users go to http://192.168.0.89/rt (configured in Apache, see previous message). Any URLs that are generated by RT are built using the two pieces of information below. # If you're putting the web ui somewhere other than at the root of your server # $WebPath requires a leading / but no trailing / Set($WebPath , "/rt"); # This is the Scheme, server and port for constructing urls to webrt # $WebBaseURL doesn't need a trailing / Set($WebBaseURL , "http://192.168.0.89"); For example, when a user submits a ticket, they get an auto-reply with the ticket number and a URL they can click on to view the ticket's progress: That information is formed strictly from the configuration in RT_SiteConfig.pm. Any inaccurate information here will only inconvenience the user - RT will still function regardless of the information here. --Ryan Conley rconley at equala.com System Administrator The Equala Communications Group http://www.equala.com -----Original Message----- From: John Schubert [mailto:jschubert at linearcorp.com] Sent: Wednesday, November 05, 2003 10:16 AM To: Ryan Conley Subject: Re: [rt-users] Moving RT3 off the web server root On Wed, 5 Nov 2003 09:58:46 -0500 "Ryan Conley" kindly wrote: > To keep RT separate from all the other things on the > server, I simply > added the following lines to httpd.conf (along with > similar entries for > our monitoring system, SQL admin pages, etc): > > Alias /rt "/var/rt3/share/html" > > > PerlModule Apache::DBI > PerlRequire /var/rt3/bin/webmux.pl > SetHandler perl-script > PerlHandler RT::Mason > Did you also edit any config files for RT? I'm curious if I can just change the above parameters you listed (which I understand), without changing RT (which I am slowly learning) config file(s). John From mma at Securify.com Wed Nov 5 13:34:31 2003 From: mma at Securify.com (Ma, Michael) Date: Wed, 5 Nov 2003 10:34:31 -0800 Subject: [rt-users] RT 3.0.6 installation issues Message-ID: <5E5DD629AF0C6F44B627CF71136C12EB91801C@pae-main.securify.com> Hi Folks, I'm trying to install RT 3.0.6 on a Redhat Linux 9 box. RT is configured with Fastcgi 2.4.0 and mysql 4.0.16. I'm using apache 2.0.48 and perl 5.8.1. The test shows that all dependencies has been satisfied. I added the following Virtual host to my httpd.conf. ServerAdmin mma at securify.com DocumentRoot /opt/rt3/share/html ServerName rt3-dev.securify.com RedirectMatch permanent(.*)/$ http://10.6.10.78/index.html AddDefaultCharset UTF-8 Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ AddHandler fastcgi-script fcgi FastCgiIpcDir /tmp/rt-fcgi FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 3600 ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ I believe I did everything correctly but when I go to the site. I am getting this. ============================================================================ ============================= # 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'}; } ============================================================================ ================================ When I do a make install I noticed that some of the files that it was looking to copy did not exist. Has anyone else run into a similar problem??? Any help, suggestions or advice would be appreciated. Thx, - Michael ----Snip from make install output--- cp -rp ./html/* //opt/rt3/share/html cp -rp ./local/html/* //opt/rt3/local/html cp: cannot stat `./local/html/*': No such file or directory make: [local-install] Error 1 (ignored) cp -rp ./local/po/* //opt/rt3/local/po cp: cannot stat `./local/po/*': No such file or directory make: [local-install] Error 1 (ignored) cp -rp ./local/etc/* //opt/rt3/local/etc cp: cannot stat `./local/etc/*': No such file or directory make: [local-install] Error 1 (ignored) ----Snip--------------------------------- Complete make install output below.................... [root at rt3-dev rt-3-0-6]# make install mkdir -p //opt/rt3/etc cp etc/RT_Config.pm //opt/rt3/etc/RT_Config.pm [ -f //opt/rt3/etc/RT_SiteConfig.pm ] || cp etc/RT_SiteConfig.pm //opt/rt3/etc/RT_SiteConfig.pm chgrp rt //opt/rt3/etc/RT_Config.pm chown root //opt/rt3/etc/RT_Config.pm chgrp rt //opt/rt3/etc/RT_SiteConfig.pm chown root //opt/rt3/etc/RT_SiteConfig.pm Installed configuration. about to install rt in /opt/rt3 mkdir -p //opt/rt3/var/log mkdir -p //opt/rt3/var/mason_data mkdir -p //opt/rt3/var/mason_data/cache mkdir -p //opt/rt3/var/mason_data/etc mkdir -p //opt/rt3/var/mason_data/obj mkdir -p //opt/rt3/var/session_data mkdir -p //opt/rt3/share/html mkdir -p //opt/rt3/local/html mkdir -p //opt/rt3/local/etc mkdir -p //opt/rt3/local/po [ -d //opt/rt3/lib ] || mkdir //opt/rt3/lib cp -rp lib/* //opt/rt3/lib mkdir -p //opt/rt3/etc cp -rp \ etc/acl.* \ etc/initialdata \ etc/schema.* \ //opt/rt3/etc mkdir -p //opt/rt3/bin chmod +x bin/rt-mailgate \ bin/rt-crontool cp -rp \ bin/rt-mailgate \ bin/mason_handler.fcgi \ bin/mason_handler.scgi \ bin/mason_handler.svc \ bin/rt \ bin/webmux.pl \ bin/rt-crontool \ //opt/rt3/bin mkdir -p //opt/rt3/sbin chmod +x sbin/rt-setup-database \ sbin/rt-test-dependencies cp -rp \ sbin/rt-setup-database \ sbin/rt-test-dependencies \ //opt/rt3/sbin [ -d //opt/rt3/share/html ] || mkdir //opt/rt3/share/html cp -rp ./html/* //opt/rt3/share/html cp -rp ./local/html/* //opt/rt3/local/html cp: cannot stat `./local/html/*': No such file or directory make: [local-install] Error 1 (ignored) cp -rp ./local/po/* //opt/rt3/local/po cp: cannot stat `./local/po/*': No such file or directory make: [local-install] Error 1 (ignored) cp -rp ./local/etc/* //opt/rt3/local/etc cp: cannot stat `./local/etc/*': No such file or directory make: [local-install] Error 1 (ignored) # RT 3.0.0 - RT 3.0.2 would accidentally create a file instead of a dir [ -f //opt/rt3/share/doc ] && rm //opt/rt3/share/doc make: [doc-install] Error 1 (ignored) [ -d //opt/rt3/share/doc ] || mkdir //opt/rt3/share/doc cp -rp ./README //opt/rt3/share/doc # Make the libraries readable chmod 0755 //opt/rt3 chown -R root //opt/rt3/lib chgrp -R bin //opt/rt3/lib chmod -R u+rwX,go-w,go+rX //opt/rt3/lib chmod 0755 //opt/rt3/bin chmod 0755 //opt/rt3/bin chmod 0755 //opt/rt3/etc chmod 0500 //opt/rt3/etc/* #TODO: the config file should probably be able to have its # owner set seperately from the binaries. chown -R root //opt/rt3/etc chgrp -R rt //opt/rt3/etc chmod 0550 //opt/rt3/etc/RT_Config.pm chmod 0550 //opt/rt3/etc/RT_SiteConfig.pm # Make the interfaces executable and setgid rt chown root //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc chgrp rt //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc chmod 0755 //opt/rt3/bin/webmux.pl //opt/rt3/bin/rt-mailgate //opt/rt3/bin/rt //opt/rt3/bin/rt-crontool //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc chmod g+s //opt/rt3/bin/mason_handler.fcgi //opt/rt3/bin/mason_handler.svc # Make the web ui readable by all. chmod -R u+rwX,go-w,go+rX //opt/rt3/share/html \ //opt/rt3/local/html \ //opt/rt3/local/po chown -R root //opt/rt3/share/html \ //opt/rt3/local/html chgrp -R bin //opt/rt3/share/html \ //opt/rt3/local/html # Make the web ui's data dir writable chmod 0770 //opt/rt3/var/mason_data \ //opt/rt3/var/session_data chown -R apache //opt/rt3/var/mason_data \ //opt/rt3/var/session_data chgrp -R apache //opt/rt3/var/mason_data \ //opt/rt3/var/session_data Congratulations. RT has been installed. You must now configure RT by editing /opt/rt3/etc/RT_SiteConfig.pm. (You will definitely need to set RT's database password before continuing. Not doing so could be very dangerous) After that, you need to initialize RT's database by running 'make initialize-database' [root at rt3-dev rt-3-0-6]# ls -la ./local/etc/* ls: ./local/etc/*: No such file or directory [root at rt3-dev rt-3-0-6]# ls -R ./local/* ls: ./local/*: No such file or directory [root at rt3-dev rt-3-0-6]# cd ./local -bash: cd: ./local: No such file or directory From leigh at csail.mit.edu Wed Nov 5 13:57:18 2003 From: leigh at csail.mit.edu (Leigh David Heyman) Date: Wed, 05 Nov 2003 13:57:18 -0500 Subject: [rt-users] authentication with client certs Message-ID: <3FA9480E.1000006@csail.mit.edu> Has anyone attempted authenticating web users using client certificates instead of username/password? Any success? I'd like to be able, in the autoreply template, to send the requestor a link to the ticket they just openend, and, if they have a certificate, they can access their ticket(s), without having to type a password (since they're already authenticated by virtue of having the certificate) If anyone has tried anything like this, I'd be interested in seeing any examples of code and/or configuration settings. Thanks, -Leigh From Harald.Volz at unibas.ch Wed Nov 5 14:02:26 2003 From: Harald.Volz at unibas.ch (Harald.Volz at unibas.ch) Date: Wed, 5 Nov 2003 20:02:26 +0100 Subject: [rt-users] Cannot create a new ticket by mail Message-ID: <1068058946.3fa9494241b35@webmail.unibas.ch> Hi List, I have a problem with rt3.0.6 on Redhat 9.0. I can reply to an existing ticket by mail but not open a new one by mail. The mail is not delivered by rt-mailgate. Trying manually leads to the same error: ++++++++++++++++++ cat /tmp/test.test| /opt/rt3/bin/rt-mailgate --queue test --action correspond --url http://www.mybox.dum/ --debug Connecting to http://www.mybox.dum//REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 444, <> chunk 1. temporary failure RT server error. The RT server which handled your email did not behave as expected. It said: temporary failure ++++++++++++++++++++++ For testing purposes I allowed everybody to create a ticket but this did not help. I am using: perl 5.8.0 sendmail 8.12.8 any help or hint is welcome. kind regards harald volz ------------------------------------------------- This mail sent through IMP: http://horde.org/imp/ From sturner at MIT.EDU Wed Nov 5 14:10:45 2003 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 05 Nov 2003 14:10:45 -0500 Subject: [rt-users] Unable to logout of RT using Opera 7 Message-ID: <5.2.1.1.2.20031105140422.01dc8750@po14.mit.edu> Does anyone have a solution for this? Using Opera 7.11 on Windows XP, clicking the "Logout" link on any of the RT screens briefly flashes a page saying "You have been logged out of RT" before redisplaying the page I was on. There appears to be some kind of automatic redirect back to the page I tried to log out from. With MSIE 6 and Netscape 7, the logout works as expected - I get back to the login screen. Thanks, Steve From jesse at bestpractical.com Wed Nov 5 14:20:32 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 5 Nov 2003 14:20:32 -0500 Subject: [rt-users] Unable to logout of RT using Opera 7 In-Reply-To: <5.2.1.1.2.20031105140422.01dc8750@po14.mit.edu> References: <5.2.1.1.2.20031105140422.01dc8750@po14.mit.edu> Message-ID: <20031105192032.GD29265@fsck.com> On Wed, Nov 05, 2003 at 02:10:45PM -0500, Stephen Turner wrote: > > Does anyone have a solution for this? > > Using Opera 7.11 on Windows XP, clicking the "Logout" link on > any of the RT screens briefly flashes a page saying "You > have been logged out of RT" before redisplaying the page I was on. > There appears to be some kind of automatic redirect back to > the page I tried to log out from. IIRC, opera ignores no-cache headers if you've set it to only check pages for updates once per session. > With MSIE 6 and Netscape 7, the logout works as expected - I get back to > the login screen. > > Thanks, > Steve > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From khera at kcilink.com Wed Nov 5 14:23:39 2003 From: khera at kcilink.com (Vivek Khera) Date: Wed, 5 Nov 2003 14:23:39 -0500 Subject: [rt-users] Unable to logout of RT using Opera 7 In-Reply-To: <5.2.1.1.2.20031105140422.01dc8750@po14.mit.edu> References: <5.2.1.1.2.20031105140422.01dc8750@po14.mit.edu> Message-ID: <16297.20027.561065.773157@yertle.int.kciLink.com> >>>>> "ST" == Stephen Turner writes: ST> Using Opera 7.11 on Windows XP, clicking the "Logout" link on ST> any of the RT screens briefly flashes a page saying "You ST> have been logged out of RT" before redisplaying the page I was on. Opera is overly-agressive caching pages. Find the proper preferences pane such that opera honors the expiration time of pages. I believe it has been discussed here before, back for Opera 5.... From joseph85750 at yahoo.com Wed Nov 5 14:27:45 2003 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Wed, 5 Nov 2003 11:27:45 -0800 (PST) Subject: [rt-users] Unable to logout of RT using Opera 7 In-Reply-To: <5.2.1.1.2.20031105140422.01dc8750@po14.mit.edu> Message-ID: <20031105192745.92760.qmail@web13113.mail.yahoo.com> Check this: http://fsck.com/rtfm/factoid.html?id=154 --- Stephen Turner wrote: > > Does anyone have a solution for this? > > Using Opera 7.11 on Windows XP, clicking the > "Logout" link on > any of the RT screens briefly flashes a page saying > "You > have been logged out of RT" before redisplaying the > page I was on. > There appears to be some kind of automatic redirect > back to > the page I tried to log out from. > > With MSIE 6 and Netscape 7, the logout works as > expected - I get back to > the login screen. > > Thanks, > Steve > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm ===== "I'm the Commander, see ... I do not need to explain why I say things. That's the interesting thing about being the President ... [I] don't feel like I owe anybody an explanation." -- President George W. Bush to the National Security Council __________________________________ Do you Yahoo!? Protect your identity with Yahoo! Mail AddressGuard http://antispam.yahoo.com/whatsnewfree From sturner at MIT.EDU Wed Nov 5 14:33:24 2003 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 05 Nov 2003 14:33:24 -0500 Subject: [rt-users] Unable to logout of RT using Opera 7 In-Reply-To: <20031105192032.GD29265@fsck.com> References: <5.2.1.1.2.20031105140422.01dc8750@po14.mit.edu> <5.2.1.1.2.20031105140422.01dc8750@po14.mit.edu> Message-ID: <5.2.1.1.2.20031105143150.01db3808@po14.mit.edu> Thanks - I realized too late this is in TFM which of course I should have R'd. Steve > > Using Opera 7.11 on Windows XP, clicking the "Logout" link on > > any of the RT screens briefly flashes a page saying "You > > have been logged out of RT" before redisplaying the page I was on. > > There appears to be some kind of automatic redirect back to > > the page I tried to log out from. > >IIRC, opera ignores no-cache headers if you've set it to only check >pages for updates once per session. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From leigh at csail.mit.edu Wed Nov 5 14:54:29 2003 From: leigh at csail.mit.edu (Leigh David Heyman) Date: Wed, 05 Nov 2003 14:54:29 -0500 Subject: [rt-users] Re: authentication with client certs In-Reply-To: References: <3FA9480E.1000006@csail.mit.edu> Message-ID: <3FA95575.9@csail.mit.edu> Hey Seph, Thanks for the reply! > 1. ... and passes cert into to cgi scripts is this just the "SSLOptions +StdEnvVars" directive? > 3. define RT's Web Canonicalize function to manipulate the cert > variables appropriately. I have it return a slightly normalized > version of the email address. Yeah.. I guess this is the part I couldn't figure out.. do you have some code/conf file stuff you could send me? thanks! -Leigh From girgen at pingpong.net Wed Nov 5 17:18:37 2003 From: girgen at pingpong.net (Palle Girgensohn) Date: Wed, 05 Nov 2003 23:18:37 +0100 Subject: [rt-users] converting from gnats to RT3 In-Reply-To: <3FA9369E.4070905@acronis.ru> References: <42420000.1068052768@rambutan.pingpong.net> <3FA9369E.4070905@acronis.ru> Message-ID: <23520000.1068070717@palle.girgensohn.se> Thanks, interesting approach. :) About the Unicode conversion, since I use PostgreSQL, all I need to do is tell Postgresql "set client_encoding = 'LATIN1'" and I can insert iso8859-1 characters into a unicode database; they will be converted on-the-fly. Only, I cannot find a way to tell anything to postgresql directly :) Palle --On onsdag, november 05, 2003 20.42.54 +0300 "Ruslan U. Zakirov" wrote: > Palle Girgensohn wrote: >> Hi! >> >> I want to migrate my GNATS database into RT. I'm just now looking at the >> import-gnats script from the cvs module rt-addons. It is old, written >> for RT2 and just does not work. I've been doing a bit of rewriting, but >> it seems the script does not do basic stuff like creating the >> responsible users before importing, or convert to Unicode before >> inserting into database. Does anyone have an updated script for this >> task, one that works? >> >> If not, I need a hint: Can I tell RT that my strings are ISO-8859-1 when >> I use $Ticket->Import() > You can try next trick: > 1) Convert GNATS to rt2 with that script > 2) Convert rt2 to rt3 > :) > > If you want write GNATS to rt3 import tool then my suggestions are: > 1) rt2-to-rt3 have two parts rt2-to-filedump and filedump-to-rt3 so you > have to write GNATS-to-rt3_filedump only. 2) rt2 don't have utf support > so rt2-to-filedump do all crossencoding convertions. > > I hope this would help. > Good luck. Ruslan. > >> >> Thanks >> Palle >> >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.fsck.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 Nov 5 17:27:15 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 5 Nov 2003 17:27:15 -0500 Subject: [rt-users] converting from gnats to RT3 In-Reply-To: <23520000.1068070717@palle.girgensohn.se> References: <42420000.1068052768@rambutan.pingpong.net> <3FA9369E.4070905@acronis.ru> <23520000.1068070717@palle.girgensohn.se> Message-ID: <20031105222715.GK29265@fsck.com> On Wed, Nov 05, 2003 at 11:18:37PM +0100, Palle Girgensohn wrote: > Thanks, interesting approach. :) > > About the Unicode conversion, since I use PostgreSQL, all I need to do is > tell Postgresql "set client_encoding = 'LATIN1'" and I can insert > iso8859-1 characters into a unicode database; they will be converted > on-the-fly. Only, I cannot find a way to tell anything to postgresql > directly :) Be very careful with that approach. If you've got unicode dat a in the database that has a MIME header that says it's latin1, I expect you're going to hurt yourself. Jesse > > Palle > > > --On onsdag, november 05, 2003 20.42.54 +0300 "Ruslan U. Zakirov" > wrote: > > >Palle Girgensohn wrote: > >>Hi! > >> > >>I want to migrate my GNATS database into RT. I'm just now looking at the > >>import-gnats script from the cvs module rt-addons. It is old, written > >>for RT2 and just does not work. I've been doing a bit of rewriting, but > >>it seems the script does not do basic stuff like creating the > >>responsible users before importing, or convert to Unicode before > >>inserting into database. Does anyone have an updated script for this > >>task, one that works? > >> > >>If not, I need a hint: Can I tell RT that my strings are ISO-8859-1 when > >>I use $Ticket->Import() > >You can try next trick: > >1) Convert GNATS to rt2 with that script > >2) Convert rt2 to rt3 > >:) > > > >If you want write GNATS to rt3 import tool then my suggestions are: > >1) rt2-to-rt3 have two parts rt2-to-filedump and filedump-to-rt3 so you > >have to write GNATS-to-rt3_filedump only. 2) rt2 don't have utf support > >so rt2-to-filedump do all crossencoding convertions. > > > >I hope this would help. > > Good luck. Ruslan. > > > >> > >>Thanks > >>Palle > >> > >>_______________________________________________ > >>rt-users mailing list > >>rt-users at lists.fsck.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 dsmith at sirocco.com.au Wed Nov 5 18:25:24 2003 From: dsmith at sirocco.com.au (Danny Smith) Date: Thu, 6 Nov 2003 09:25:24 +1000 Subject: [rt-users] CompanySpecific.pm? In-Reply-To: <20031105222715.GK29265@fsck.com> Message-ID: <003e01c3a3f4$16f616c0$255aa8c0@sirocco.com.au> Hi all, I've just started playing with RT - using the Windows port at the moment because I don't have a linux box handy - forgive me! Version 3.0.4. My problem is that I seem to have broken my installation. If I go to the appropriate web address, I get the login screen - login, and get a HTTP 500 error. From then on in I don't even get a login screen, only the error (unless I restart RT). http-error.log has the following: [Wed Nov 05 14:26:37 2003] [error] [client 192.168.90.37] Can't locate RT/CompanySpecific.pm in @INC (@INC contains: C:/Progra~1/OurInternet/Reques~1/winrt/lib C:/Progra~1/OurInternet/Common/perl/lib C:/Progra~1/OurInternet/Common/perl/site/lib C:/Progra~1/OurInternet/Reques~1/rt/lib C:/Progra~1/OurInternet/Reques~1/rt/local/lib . C:\Program Files\OurInternet\Request Tracker/ C:\Program Files\OurInternet\Request Tracker/lib/perl C:/Progra~1/OURINT~1/Common/../reques~1/rt/local/lib C:/Progra~1/OURINT~1/Common/../reques~1/rt/lib) at C:\Progra~1\OURINT~1\reques~1\rt\html\CALLBA~1\SYNC10~1\AUTOHA~1\Default line 52. Stack: [C:\Progra~1\OURINT~1\reques~1\rt\html\CALLBA~1\SYNC10~1\AUTOHA~1\Defaul t:52], [C:\Progra~1\OURINT~1\reques~1\rt\html\Elements\Callback:58], [C:\Progra~1\OURINT~1\reques~1\rt\html\AUTOHA~1:173] , referer: http://192.168.90.32:8284 Now I can't find a CompanySpecific.pm anywhere... What is it meant to be doing? I've read through what there is of the documentation, and tried to search through the mailing list to now avail. I'm starting to think either I'm missing something, or there's a bug in the port (always possible!). Any ideas? Cheers, -------------------------------- Danny Smith - Systems Engineer Sirocco Broadband NEXTEP Networked Channel Partner Email: dsmith at sirocco.com.au -------------------------------- From girgen at pingpong.net Wed Nov 5 18:25:56 2003 From: girgen at pingpong.net (Palle Girgensohn) Date: Thu, 06 Nov 2003 00:25:56 +0100 Subject: [rt-users] converting from gnats to RT3 In-Reply-To: <20031105222715.GK29265@fsck.com> References: <42420000.1068052768@rambutan.pingpong.net> <3FA9369E.4070905@acronis.ru> <23520000.1068070717@palle.girgensohn.se> <20031105222715.GK29265@fsck.com> Message-ID: <52220000.1068074756@palle.girgensohn.se> --On onsdag, november 05, 2003 17.27.15 -0500 Jesse Vincent wrote: > > > > On Wed, Nov 05, 2003 at 11:18:37PM +0100, Palle Girgensohn wrote: >> Thanks, interesting approach. :) >> >> About the Unicode conversion, since I use PostgreSQL, all I need to do >> is tell Postgresql "set client_encoding = 'LATIN1'" and I can insert >> iso8859-1 characters into a unicode database; they will be converted >> on-the-fly. Only, I cannot find a way to tell anything to postgresql >> directly :) > > Be very careful with that approach. If you've got unicode dat a in the > database that has a MIME header that says it's latin1, I expect you're > going to hurt yourself. > Jesse Aha. Well, I get the following error in the postgresql log: query: INSERT INTO Tickets (Creator, Due, Told, Status, EffectiveId, LastUpdatedBy, Resolved, Type, TimeWorked, LastUpdated, Subject, Queue, FinalPriority, id, Owner, InitialPriority, Created, Priority) VALUES ('1', NULL, NULL, 'resolved', 1489, '1', NULL, 'ticket', '0', NULL, 'G?r ej att godk?nna en.', '3', NULL, 1489, '10', NULL, NULL, NULL) ERROR: Invalid UNICODE character sequence found (0xe57220) So, this subject has to be converted to unicode, right? Perhaps the best approach is to convert via RT2? It just sounds a bit odd... Regards, Palle >> >> Palle >> >> >> --On onsdag, november 05, 2003 20.42.54 +0300 "Ruslan U. Zakirov" >> wrote: >> >> > Palle Girgensohn wrote: >> >> Hi! >> >> >> >> I want to migrate my GNATS database into RT. I'm just now looking at >> >> the import-gnats script from the cvs module rt-addons. It is old, >> >> written for RT2 and just does not work. I've been doing a bit of >> >> rewriting, but it seems the script does not do basic stuff like >> >> creating the responsible users before importing, or convert to >> >> Unicode before inserting into database. Does anyone have an updated >> >> script for this task, one that works? >> >> >> >> If not, I need a hint: Can I tell RT that my strings are ISO-8859-1 >> >> when I use $Ticket->Import() >> > You can try next trick: >> > 1) Convert GNATS to rt2 with that script >> > 2) Convert rt2 to rt3 >> > :) >> > >> > If you want write GNATS to rt3 import tool then my suggestions are: >> > 1) rt2-to-rt3 have two parts rt2-to-filedump and filedump-to-rt3 so you >> > have to write GNATS-to-rt3_filedump only. 2) rt2 don't have utf support >> > so rt2-to-filedump do all crossencoding convertions. >> > >> > I hope this would help. >> > Good luck. Ruslan. >> > >> >> >> >> Thanks >> >> Palle >> >> >> >> _______________________________________________ >> >> rt-users mailing list >> >> rt-users at lists.fsck.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 pdh at snapgear.com Wed Nov 5 18:28:33 2003 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 6 Nov 2003 09:28:33 +1000 Subject: [rt-users] Cannot create a new ticket by mail In-Reply-To: <1068058946.3fa9494241b35@webmail.unibas.ch> References: <1068058946.3fa9494241b35@webmail.unibas.ch> Message-ID: <20031105232832.GH772@moreton.com.au> Harald.Volz at unibas.ch wrote: > temporary failure Usually means your "--queue" or "--action" parameter is bogus. See if the patch in http://rt3.fsck.com//Ticket/Display.html?id=4167 gives you any more insight. -- 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 snapgear.com Wed Nov 5 18:40:42 2003 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 6 Nov 2003 09:40:42 +1000 Subject: [rt-users] RT 3.0.6 installation issues In-Reply-To: <5E5DD629AF0C6F44B627CF71136C12EB91801C@pae-main.securify.com> References: <5E5DD629AF0C6F44B627CF71136C12EB91801C@pae-main.securify.com> Message-ID: <20031105234042.GJ772@moreton.com.au> Ma, Michael wrote: > RedirectMatch permanent(.*)/$ http://10.6.10.78/index.html That looks bogus. > > AddHandler fastcgi-script fcgi > FastCgiIpcDir /tmp/rt-fcgi > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 3600 > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > > > I believe I did everything correctly but when I go to the site. I am > getting this. > > > # BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# I'm guessing mod_fastcgi.c isn't loaded. If you comment out the and lines, and do an apachectl configtest, it should complain. If that's the case, make sure mod_fastcgi is loaded. > When I do a make install I noticed that some of the files that it was > looking to copy did not exist. Has anyone else run into a similar > problem??? Any help, suggestions or advice would be appreciated. "local" files should not exist in the distro. That's expected behaviour. > cp: cannot stat `./local/html/*': No such file or directory > cp: cannot stat `./local/po/*': No such file or directory > cp: cannot stat `./local/etc/*': No such file or directory -- 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 autrijus at autrijus.org Wed Nov 5 22:23:13 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Thu, 6 Nov 2003 11:23:13 +0800 Subject: [rt-users] CompanySpecific.pm? In-Reply-To: <003e01c3a3f4$16f616c0$255aa8c0@sirocco.com.au> References: <20031105222715.GK29265@fsck.com> <003e01c3a3f4$16f616c0$255aa8c0@sirocco.com.au> Message-ID: <20031106032313.GB23441@aut.dyndns.org> On Thu, Nov 06, 2003 at 09:25:24AM +1000, Danny Smith wrote: > I've just started playing with RT - using the Windows port at the moment > because I don't have a linux box handy - forgive me! Version 3.0.4. Try upgrading to 3.0.6 and it should've got that fixed. http://p4.elixus.org/dist/rt-3.0.6.exe Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From dsmith at sirocco.com.au Thu Nov 6 01:03:52 2003 From: dsmith at sirocco.com.au (Danny Smith) Date: Thu, 6 Nov 2003 16:03:52 +1000 Subject: [rt-users] CompanySpecific.pm? In-Reply-To: <20031106032313.GB23441@aut.dyndns.org> Message-ID: <004c01c3a42b$c1357180$255aa8c0@sirocco.com.au> Thanks Autrijus, will give that a go. Good work on the windows port too (I assume it was your work!). Always nice to have this sort of thing available on different platforms... Cheers, Danny > -----Original Message----- > From: Autrijus Tang [mailto:autrijus at autrijus.org] > Sent: Thursday, 6 November 2003 1:23 PM > To: dsmith at siroccoresources.com.au > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] CompanySpecific.pm? > > > On Thu, Nov 06, 2003 at 09:25:24AM +1000, Danny Smith wrote: > > I've just started playing with RT - using the Windows port at the > > moment because I don't have a linux box handy - forgive me! > Version > > 3.0.4. > > Try upgrading to 3.0.6 and it should've got that fixed. > http://p4.elixus.org/dist/rt-3.0.6.exe Thanks, /Autrijus/ From hwahing.ling at nasioncom.com.my Thu Nov 6 02:09:48 2003 From: hwahing.ling at nasioncom.com.my (Ling Hwa Hing) Date: Thu, 06 Nov 2003 15:09:48 +0800 Subject: [rt-users] information lost during Update users data. Message-ID: <5.1.1.6.0.20031106150422.01d8ff10@192.168.1.229> Hi all, I have RT 3.0.6., perl 5.8.0, mysql 4.0.14. all the while are running properly till user try to update their email address. the page prompt out the error message like below. EmailAddress: Illegal value for EmailAddress while I search the mysql Users table. the user email address are shown in the table it self but not from the browser. Please help me on this problem. ------------------------------------- Ling Hwa Hing Internet Data Center Tel: 03-2938 6688 Fax: 03-2282 8072 -------------- next part -------------- An HTML attachment was scrubbed... URL: From srajagopal at cloop.com Thu Nov 6 02:41:01 2003 From: srajagopal at cloop.com (Sunita Rajagopal) Date: Wed, 5 Nov 2003 23:41:01 -0800 Subject: [rt-users] mail server change Message-ID: <628A3F367450D711A0E500065BECD77C064BA4@PHYLLIS> Hi, I am new to R/t and am trying to administer a R/T system deployed by someone else.the ticketing system runs on Linux. I am given the task of 1.keeping the existing domain eg;strange.com But changing all email to go to a email server that is in a difference domain called eg:confused.com so the server where R/t sits will be cvs.strange.com, but all emails should get sent to a mailserver/people who have an id beloning to eg:person1 at confused.com Can anyone suggest what I need to do. I need to get this done by tomorrow before the mail server switch to confused.com permanently. my config.pm has domains: straange.com do I need to change that. I need to change only stuff related to email and keep the domain same. thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From rghf at fsck.me.uk Thu Nov 6 03:08:22 2003 From: rghf at fsck.me.uk (Rus Foster) Date: Thu, 6 Nov 2003 08:08:22 +0000 (GMT) Subject: [rt-users] Showing ticket contents using /opt/rt3/bin/rt Message-ID: Hi, I know this is unsupported but has anyone had luck getting /opt/rt3/bin/rt to show ticket contents? I can pull out owner etc but can't dump the actual history. Any clues? rus -- w: http://www.jvds.com | Dedicated FreeBSD,Debian and RedHat Servers e: rghf at jvds.com | Donations made to Debian, FreeBSD t: +44 7919 373537 | and Slackware t: 1-888-327-6330 | email: sales at jvds.com From victor at ambra.ro Thu Nov 6 03:32:55 2003 From: victor at ambra.ro (victor) Date: Thu, 6 Nov 2003 10:32:55 +0200 (EET) Subject: [rt-users] modifing users Message-ID: <1215.80.97.24.235.1068107575.squirrel@www.ambra.ro> I want to do same export from a software that I use into rt. New users and disable users work. Now I want to modify users in rt when I modify a user in the other software. But I can't make get the UpdateRecordObject to work. I do like this: use lib "/opt/rt3/lib"; use strict; use English; use RT::Interface::Web qw(UpdateRecordObject); use RT::User; RT::LoadConfig(); RT::Init(); my $UserObj = RT::User->new(RT::SystemUser); $UserObj->LoadByEmail('cynet5 at ambra.ro'); my @fields = qw(Name); my %ARGS; $ARGS{'Name'} = 'New value'; UpdateRecordObject(AttributesRef => \@fields, Object => $UserObj, ARGSRef => \%ARGS ); But the erorr is : [Tue Nov 4 09:50:08 2003] [crit]: Undefined subroutine &main::UpdateRecordObject called at ./rt.modify line 27. (/opt/rt3/lib/RT.pm:242) Thank you From jalgermissen at topicmapping.com Thu Nov 6 06:37:05 2003 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Thu, 06 Nov 2003 12:37:05 +0100 Subject: [rt-users] Assembling Search Bookmark URLs? Message-ID: <3FAA3261.F2745197@topicmapping.com> Hi, I try to assemble search bookmark URLs but without success, can someone help? I am using a queue called 'Incidents' and a custom field on that queue called 'Related_CI'. I have values in that field such as 'ds6d' as in the URL below. Now I want to generate these bookmark URLs dynamically and my approach was to simply substitute the 'ds6d' occurrences in teh string with any other value to look for 'all tickets in queue Incidents that have XYZ as the value for Related_CI'. Is there any hidden magic in the URL that I also need to adjust? [URL is split into lines for readability, no blanks are lost at newlines] http://www.example.de/Search/Listing.html?Bookmark= FrT;@2|%4|$1|8$1|9%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR$5|VALUE$17| Queue = Incidents$5|Queue$1|=$9|Incidents%10|$11|CUSTOMFIELD$11| DESCRIPTION$5|FIELD$8|OPERATOR$5|VALUE$1|1$42| CF.Incidents.{Related_CI} = ds6d$25|CF.Incidents.{Related_CI}$1|=$14| ds6d$2|10&TicketsSortBy=id&TicketsSortOrder=ASC&RowsPerPage=50 Thanks, Jan -- Jan Algermissen http://www.topicmapping.com Consultant & Programmer http://www.gooseworks.org From Samuel.Senoner at eurac.edu Thu Nov 6 05:47:02 2003 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Thu, 6 Nov 2003 11:47:02 +0100 Subject: [rt-users] Cannot create a new ticket by mail Message-ID: <8ABC35686C73554691F3481C4023BE5EF17790@abz01be.eurac.edu> Do you have a queue called test? Samuel -----Original Message----- From: Harald.Volz at unibas.ch [mailto:Harald.Volz at unibas.ch] Sent: Wednesday,05 November,2003 20:02 To: rt-users at lists.fsck.com Subject: [rt-users] Cannot create a new ticket by mail Hi List, I have a problem with rt3.0.6 on Redhat 9.0. I can reply to an existing ticket by mail but not open a new one by mail. The mail is not delivered by rt-mailgate. Trying manually leads to the same error: ++++++++++++++++++ cat /tmp/test.test| /opt/rt3/bin/rt-mailgate --queue test --action correspond --url http://www.mybox.dum/ --debug Connecting to http://www.mybox.dum//REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 444, <> chunk 1. temporary failure RT server error. The RT server which handled your email did not behave as expected. It said: temporary failure ++++++++++++++++++++++ For testing purposes I allowed everybody to create a ticket but this did not help. I am using: perl 5.8.0 sendmail 8.12.8 any help or hint is welcome. kind regards harald volz ------------------------------------------------- This mail sent through IMP: http://horde.org/imp/ _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From mixo at coza.net.za Thu Nov 6 08:16:27 2003 From: mixo at coza.net.za (mixo) Date: Thu, 06 Nov 2003 15:16:27 +0200 Subject: [rt-users] truncated attachments -- again Message-ID: <3FAA49AB.2090302@coza.net.za> "mod_perl" seems to be the blamed for attachments being truncated, which lead me to build "mod_perl" on redhat 9 with the instrunctions from: http://lists.fsck.com/pipermail/rt-users/2003-October/017860.html And, the ticket attachments are being truncated at 9 bytes. Currently, I am importing data from rt2 using version 1.20 of rt2-to-rt3 scripts. I have doubts about "mod_perl" being the culprit for the truncation as I have installed rt3 (rt-3-0-4) on redhat 9 and imported data without the truncation of attachments or rebuilding "mod_perl" serveral times using "mysql" and "postgres". Is possible that the problem is with one of rt's depencies or rt itself? And is the reason the curent DBIx::Searchbuilder gives the error: +++++++++++++++++++++++++ RT: Use of uninitialized value in numeric ne (!=) at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 669. (/opt/rt3/lib/RT.pm:247) +++++++++++++++++++++++++ Like I said above rt 3.0.4 had no hassles with attachments. And my setup Redhat 9 rt3 (3.0.6) mysql 3.23.58-1.9 Apache2 (2.0.40-21.5) mod_perl2 (1.99_09-10custom) DBIx::SearchBuilder 0.92 HTML::Mason 1.23 From jero at i2.com.br Thu Nov 6 08:25:40 2003 From: jero at i2.com.br (Jeronimo de A Barros) Date: Thu, 6 Nov 2003 11:25:40 -0200 (BRST) Subject: [rt-users] Migrating from RT 1.0.6 to RT 3.0.6 Message-ID: Hi... Does anyone know any doc or way to migrate a RT 1.0.6 data-base to a new machine running RT 3.0.6 ? Thanks for any help. []'s, Jero From Samuel.Senoner at eurac.edu Thu Nov 6 08:27:41 2003 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Thu, 6 Nov 2003 14:27:41 +0100 Subject: [rt-users] Migrating from RT 1.0.6 to RT 3.0.6 Message-ID: <8ABC35686C73554691F3481C4023BE5EF177A4@abz01be.eurac.edu> You can find documentations in the mailing list archive and the converters in the contrib area -----Original Message----- From: Jeronimo de A Barros [mailto:jero at i2.com.br] Sent: Thursday,06 November,2003 14:26 To: rt-users at lists.fsck.com Subject: [rt-users] Migrating from RT 1.0.6 to RT 3.0.6 Hi... Does anyone know any doc or way to migrate a RT 1.0.6 data-base to a new machine running RT 3.0.6 ? Thanks for any help. []'s, Jero _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 svelez at ironcad.com Thu Nov 6 08:33:50 2003 From: svelez at ironcad.com (Steven Velez) Date: Thu, 6 Nov 2003 08:33:50 -0500 Subject: [rt-users] External Synchronization Message-ID: <851ABE7102B1FD409B3F1F8FC39048E40B0E7F@ad01.ironcad.com> Hi All, For various reasons beyond the scope of this e-mail I need to keep an external database in sync with tickets maintained in my RT installation. I plan on doing with a scrip, but I don't see how I may do one thing. I need a condition that will cause the scrip to be executed whenever anything at all is updated. However, the obvious condition (return 1;) gets executed more often than I would like... it happens once per field that is updated. What I would like is for my script to run once per ticket per user action, be that submitting a web form or invoking the cli. I took some time to look at the RT code to see how it calls scrips and it seems that something like this, if it is possible, is not easy. Even if I were to modify RT to give some information on this in the argument property of the ScripCondition, I would not know which update was the last one and providing that information would be hard in all the code paths (I think). So, right now I'm probing for ideas. I don't want to do an update of the external data at the RT transaction granularity because the external system transaction semantics are not really equivalent. Thanks in advanced. Steven From Samuel.Senoner at eurac.edu Thu Nov 6 08:38:17 2003 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Thu, 6 Nov 2003 14:38:17 +0100 Subject: [rt-users] renaming root Message-ID: <8ABC35686C73554691F3481C4023BE5EF177A7@abz01be.eurac.edu> You do your LDAP authentication via apache, right? You just need to add to the apache configuration another authentication method, like a user verification from file. That's all. If you set that LDAP is authoritative and so excludes all other authentications it won't word. Samuel -----Original Message----- From: Tim Stoop [mailto:cvd at il.fontys.nl] Sent: Wednesday,05 November,2003 02:53 To: rt-users at lists.fsck.com Subject: [rt-users] renaming root Hi! Well, seems I got authentication working through LDAP. The standard autohandler-file already has fixes for LDAP (Samuel, looks like it's your autohandlerforldap.diff that has been applied!). Glad I found that out. On to the next problem: Since I'm doing LDAP authentication solely now, I need to rename the root-account (we don't have a root in LDAP). I tried to just change this directly in the database (only changed the row in user to use username cvd instead of root), but that doesn't seem to work correctly. I'm getting errors when trying to create groups and I'm not able to create queues at all. Also, the top-right corner displays "not logged in". Guess just changing the record to the correct username doesn't work :) Any tips on how to do this correctly? -- Kind regards, Tim Stoop _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From seph at directionless.org Thu Nov 6 08:58:57 2003 From: seph at directionless.org (seph) Date: Thu, 06 Nov 2003 08:58:57 -0500 Subject: [rt-users] Re: modifing users In-Reply-To: <1215.80.97.24.235.1068107575.squirrel@www.ambra.ro> (victor@ambra.ro's message of "Thu, 6 Nov 2003 10:32:55 +0200 (EET)") References: <1215.80.97.24.235.1068107575.squirrel@www.ambra.ro> Message-ID: > I want to do same export from a software that I use into rt. please don't ask question twice. > But I can't make get the UpdateRecordObject to work. it's been a bit since I started at the code, but when I did this, I didn't use UpdateRecordObject. It doesn't sound familer. Here's most of my subroutine: # set up the attributes array: my %user_attributes; $user_attributes{'Name'} = $user_name; $user_attributes{'Gecos'} = $login; # let's create an rt user object, and we'll see my $user_obj = new RT::User($CurrentUser); $user_obj->Load($user_name); # alrighty, create the user, if they don't exist. unless ($user_obj->id) { print "User '$user_name' not found, creating\n" if($verbose); my ($status, $msg) = $user_obj->Create( %user_attributes ); print "$msg\n" if($verbose); } # if they already exist, let's just frob them... else { # now that we know we have a user, let's set it's attributes # this bit of code lifted from rtadmin my @attributes = ('Name', 'Gecos', 'EmailAddress', 'Privileged', 'Comments', 'Signature', 'Organization', 'RealName', 'NickName', 'ExternalContactInfoId', 'ContactInfoSystem', 'ExternalAuthId', 'AuthSystem', 'HomePhone', 'WorkPhone', 'MobilePhone', 'PagerPhone', 'Address1', 'Address2', 'City', 'State', 'Zip', 'Country', 'FreeformContactInfo'); foreach my $attrib (@attributes) { if ( (exists ($user_attributes{"$attrib"})) and ($user_obj->$attrib() ne $user_attributes{"$attrib"})) { my $method = "Set$attrib"; my ($val, $msg) = $user_obj->$method($user_attributes{"$attrib"}); print "User ".$user_obj->Name. " $attrib: $msg\n" if($verbose); } } seph From harald.volz at unibas.ch Thu Nov 6 10:07:57 2003 From: harald.volz at unibas.ch (Harald Volz) Date: Thu, 06 Nov 2003 16:07:57 +0100 Subject: [rt-users] Cannot create a new ticket by mail Message-ID: <6.0.0.22.0.20031106160522.01e2b170@igor.urz.unibas.ch> Hi List, thanks for the help. Stupid fault: typo in RTs queuename. With the hack of Phil Homewood I got a more informing debug message. Now I can start a ticket by mail.... kind regards, harald From daryl at introspect.net Thu Nov 6 10:30:38 2003 From: daryl at introspect.net (daryl at introspect.net) Date: Thu, 6 Nov 2003 10:30:38 -0500 Subject: [rt-users] RT3.0.6 - New Action - PageQueueAdmin Message-ID: <9C7A3E5A42361642983F68FF090D11F8022022@noc0.bmpc.int> I've been looking for more information on this, but can't seem to find anything that explains it in a way that helps me in the archives or docs. I'd like to send email to a queue admin on creation of a ticket. I've got a template that will work fine, the OnCreate condition is obviously there, but I need a new action. I'd like to have it email the template in the scrip to either members of an RT group, or simply to a static list of addresses defined in the action itself. Am I missing something similar that has already been done? Or am I going about this in the wrong way. Due to how we use AdminCC, etc, this is not a viable solution (I've already gotten the "just add your pager address as an AdminCC, etc. responses the last time I inquired about this). Thanks in advance, Daryl From perreal at lyon.cemagref.fr Thu Nov 6 11:14:42 2003 From: perreal at lyon.cemagref.fr (=?ISO-8859-1?Q?Guillaume_Perr=E9al?=) Date: Thu, 06 Nov 2003 17:14:42 +0100 Subject: [rt-users] Re: [rt-devel] Autotake, autoopen and the ordering of events. In-Reply-To: References: Message-ID: <3FAA7372.3000808@lyon.cemagref.fr> J. Sloan a ?crit : >3. Find some way for ProcessTicketBasics to know when a field it wants to >change has changed between when the update was submitted and when it comes >to set the value. Something of the lines of 'set value to newvalue if >value is still oldvalue, otherwise bail and moan that a scrip has been >fiddling with value'. > I patched Update.html with this approach, considering only the "owner" field when it was "Nobody" (as this is the only condition when an "AutoTake" could take place). -- Guillaume Perr?al. Responsable informatique, Cemagref, groupement de Lyon, France. T?l: (+33) 4.72.20.87.87. Fax: (+33) 4.78.47.78.75. Site: http://www.lyon.cemagref.fr/ From harald.volz at unibas.ch Thu Nov 6 12:13:49 2003 From: harald.volz at unibas.ch (Harald Volz) Date: Thu, 06 Nov 2003 18:13:49 +0100 Subject: [rt-users] configured users do not show up Message-ID: <6.0.0.22.0.20031106160807.01e6d130@igor.urz.unibas.ch> Hi List, another Problem with rt3.0.6 on Redhat 9.0: I just started to configure RT a few days ago. Having configured 4 Users I cannot see them since yesterday in most parts of RT, but they still can login: - Clicking Configuration=> users=>Select a user => there is no user visible If I do a search which leads to no user I get: No users matching search criteria found. If I do a search which should lead to a user I just see Users matching search criteria: without any user. - During ticket creation and comments I can set only nobody as owner - Configuration => groups => mygroup => Members shows all users which are already part of this group. nonmembers are not shown in the users Panel. If I remove a member I cannot readd him because he is not visible in the users pane - I have given all users all rights (I can see them in user rights pages) but still no change - I tried 3.0.7 pre1 => same Looking with a SQL-tools on the database shows all users. So the users are there and they are not. Any ideas? regards, harald From jrooks at ocic.k12.ok.us Thu Nov 6 12:17:11 2003 From: jrooks at ocic.k12.ok.us (Jeremy Rooks) Date: Thu, 06 Nov 2003 11:17:11 -0600 Subject: [rt-users] Custom script to assign queues Message-ID: I was wondering if anyone had a custom script that would do the following: On Create Look at what the end of the email address is, If it is "example.com" move to queue 'example' Thanks in advance, Jeremy Rooks Technology Specialist Osage County Interlocal Cooperative 207 E. Main Street Hominy, OK 74035 918 885-2667 ext 122 918 885-6742 Fax jrooks at ocic.k12.ok.us support at ocic.k12.ok.us Tech Support "Your mouse has moved. Windows will now restart so this change can take effect.? From victor at ambra.ro Thu Nov 6 13:14:19 2003 From: victor at ambra.ro (victor) Date: Thu, 6 Nov 2003 20:14:19 +0200 (EET) Subject: [rt-users] Re: modifing users In-Reply-To: References: <1215.80.97.24.235.1068107575.squirrel@www.ambra.ro> Message-ID: <3128.80.97.24.235.1068142459.squirrel@www.ambra.ro> Thank you. It works. >> I want to do same export from a software that I use into rt. > > please don't ask question twice. > >> But I can't make get the UpdateRecordObject to work. > > it's been a bit since I started at the code, but when I did this, I > didn't use UpdateRecordObject. It doesn't sound familer. Here's most > of my subroutine: > > # set up the attributes array: > my %user_attributes; > $user_attributes{'Name'} = $user_name; > $user_attributes{'Gecos'} = $login; > # let's create an rt user object, and we'll see > my $user_obj = new RT::User($CurrentUser); > $user_obj->Load($user_name); > > # alrighty, create the user, if they don't exist. > unless ($user_obj->id) { > print "User '$user_name' not found, creating\n" if($verbose); > my ($status, $msg) = > $user_obj->Create( %user_attributes ); > > print "$msg\n" if($verbose); > } > # if they already exist, let's just frob them... > else { > # now that we know we have a user, let's set it's attributes > # this bit of code lifted from rtadmin > my @attributes = ('Name', 'Gecos', > 'EmailAddress', 'Privileged', 'Comments', > 'Signature', > 'Organization', 'RealName', 'NickName', > 'ExternalContactInfoId', 'ContactInfoSystem', > 'ExternalAuthId', 'AuthSystem', > 'HomePhone', 'WorkPhone', 'MobilePhone', > 'PagerPhone', > 'Address1', 'Address2', 'City', 'State', 'Zip', > 'Country', 'FreeformContactInfo'); > foreach my $attrib (@attributes) { > if ( (exists ($user_attributes{"$attrib"})) and > ($user_obj->$attrib() ne $user_attributes{"$attrib"})) { > > my $method = "Set$attrib"; > my ($val, $msg) = $user_obj->$method($user_attributes{"$attrib"}); > print "User ".$user_obj->Name. " $attrib: $msg\n" if($verbose); > > } > } > > > seph > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > From Michael.Frazer at InterCept.Net Thu Nov 6 14:09:50 2003 From: Michael.Frazer at InterCept.Net (Mike Frazer) Date: Thu, 6 Nov 2003 14:09:50 -0500 Subject: [rt-users] information lost during Update users data. Message-ID: <478879BCC1206E4898AB37FBA0D60CD5C42105@nt302prd.epx.com> I addressed this issue earlier in the week (or perhaps late last week). Chances are you already have a user in the database with that email address, and you aren't allowed to use duplicate values there. Use the search tool at the bottom of the Users config screen to find any users who already are using that address. As for the other problem I don't know what may be causing that unless its related to the above issue. -----Original Message----- From: Ling Hwa Hing [mailto:hwahing.ling at nasioncom.com.my] Sent: Thursday, November 06, 2003 2:10 AM To: rt-users at lists.fsck.com Subject: [rt-users] information lost during Update users data. Hi all, I have RT 3.0.6., perl 5.8.0, mysql 4.0.14. all the while are running properly till user try to update their email address. the page prompt out the error message like below. EmailAddress: Illegal value for EmailAddress while I search the mysql Users table. the user email address are shown in the table it self but not from the browser. Please help me on this problem. ------------------------------------- Ling Hwa Hing Internet Data Center Tel: 03-2938 6688 Fax: 03-2282 8072 -------------- next part -------------- An HTML attachment was scrubbed... URL: From dpuryear at usa.net Thu Nov 6 14:22:23 2003 From: dpuryear at usa.net (Dustin Puryear) Date: Thu, 6 Nov 2003 13:22:23 -0600 Subject: [rt-users] Problems with rt3-elixus on FreeBSD 4.8-REL Message-ID: <0b1301c3a49b$4fc0fe00$6601a8c0@dpboxen> I installed rt3-elixus via ports under FreeBSD 4.8-REL. Specifically, I have rt3-elixus-8352 installed: # pkg_info | grep rt3 rt3-elixus-8352 An industrial-grade ticketing system with elixus.org patche The port installed fine. However, when I try to setup the rt3 databases I get a failure: # ./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. DBD::mysql::st execute failed: Duplicate key name 'ACL1' at ./rt-setup-database line 159, line 14. Problem with statement: CREATE INDEX ACL1 on ACL(RightName, ObjectType, ObjectId,PrincipalType,PrincipalId) Duplicate key name 'ACL1' at ./rt-setup-database line 160, line 14. Has anyone successfully installed rt3-elixus on FreeBSD via ports? --- Dustin Puryear http://www.puryear-it.com From seph at directionless.org Thu Nov 6 14:30:10 2003 From: seph at directionless.org (seph) Date: Thu, 06 Nov 2003 14:30:10 -0500 Subject: [rt-users] Re: Custom script to assign queues In-Reply-To: (Jeremy Rooks's message of "Thu, 06 Nov 2003 11:17:11 -0600") References: Message-ID: > I was wondering if anyone had a custom script that would do the following: > > On Create > Look at what the end of the email address is, > If it is "example.com" move to queue 'example' I'd be inclined to do this with procmail in front of rt. seph From jrooks at ocic.k12.ok.us Thu Nov 6 16:18:21 2003 From: jrooks at ocic.k12.ok.us (Jeremy Rooks) Date: Thu, 06 Nov 2003 15:18:21 -0600 Subject: [rt-users] Re: Custom script to assign queues In-Reply-To: Message-ID: Does procmail take the place of sendmail? Or does it co-exist? Jeremy Rooks Technology Specialist Osage County Interlocal Cooperative 207 E. Main Street Hominy, OK 74035 918 885-2667 ext 122 918 885-6742 Fax jrooks at ocic.k12.ok.us support at ocic.k12.ok.us Tech Support "Your mouse has moved. Windows will now restart so this change can take effect.? > From: seph > Reply-To: rt-users at lists.fsck.com > Date: Thu, 06 Nov 2003 14:30:10 -0500 > To: Jeremy Rooks > Cc: rt-users at lists.fsck.com > Subject: [rt-users] Re: Custom script to assign queues > >> I was wondering if anyone had a custom script that would do the following: >> >> On Create >> Look at what the end of the email address is, >> If it is "example.com" move to queue 'example' > > I'd be inclined to do this with procmail in front of rt. > > seph > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From jjasen at datafoundation.com Thu Nov 6 16:41:50 2003 From: jjasen at datafoundation.com (John Jasen) Date: Thu, 6 Nov 2003 16:41:50 -0500 (EST) Subject: [rt-users] Re: Custom script to assign queues In-Reply-To: Message-ID: On Thu, 6 Nov 2003, Jeremy Rooks wrote: > Does procmail take the place of sendmail? Or does it co-exist? sendmail can use procmail as a local delivery agent. From mikep at uclink.berkeley.edu Thu Nov 6 19:32:39 2003 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Thu, 06 Nov 2003 16:32:39 -0800 Subject: [rt-users] Template to list Cc's in correspondence Message-ID: <3FAAE827.5000202@uclink.berkeley.edu> I had a great little Template in RT2 that Phil Homewood was nice enough to help me with. http://lists.fsck.com/pipermail/rt-users/2003-February/012050.html What I did was add these lines to my "correspondence" template { if ($cc=$Ticket->Cc->EmailsAsString()) { "Note CC via RT: " . $cc } } { if ($admincc=$Ticket->AdminCc->EmailsAsString()) { "AdminCc: " . $admincc } }} And on each email it would stamp who, if anybody, was Cc'd or AdminCc'd . (I just noted the Cc for regular folks scrips/templates and noted AdminCc in my scrips/templates for internal staff). The problem is that it doesn't seem to work in RT 3.06 Judging from the output it appears the subroutine EmailsAsString() is not defined in RT3. Is there a similar subroutine I can use? Which .pm is it defined in? Thanks again for the advice -------- Error message below ------- Program fragment delivered error ``RT::Group::EmailsAsString Unimplemented in T. (template line 4) Stack: [/usr/local/lib/perl5/site_perl/5.8.1/DBIx/SearchBuilder/Record.pm:457] [template:4] [/usr/local/rt3/lib/RT/Template_Overlay.pm:394] [/usr/local/rt3/lib/RT/Template_Overlay.pm:315] [/usr/local/rt3/lib/RT/Action/SendEmail.pm:210] [/usr/local/rt3/lib/RT/ScripAction_Overlay.pm:199] [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:394] [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:337] [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:169] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3799] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:2318] [/usr/local/rt3/lib/RT/Interface/Web.pm:452] [/usr/local/rt3/share/html/Ticket/Display.html:100] [/usr/local/rt3/share/html/Ticket/Update.html:196] [/usr/local/rt3/share/html/autohandler:182]'' -------- End Error Message -------- From joseph85750 at yahoo.com Thu Nov 6 19:57:09 2003 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Thu, 6 Nov 2003 16:57:09 -0800 (PST) Subject: [rt-users] Custom script to assign queues In-Reply-To: Message-ID: <20031107005709.23175.qmail@web13105.mail.yahoo.com> I wrote some spam filtering scripts which could easily be modified to do what you want. Let me know via direct email if you'd like a copy. I'll send you a copy and instructions on how to make it do what you want. --- Jeremy Rooks wrote: > I was wondering if anyone had a custom script that > would do the following: > > On Create > Look at what the end of the email address is, > If it is "example.com" move to queue 'example' > > Thanks in advance, > > Jeremy Rooks > Technology Specialist > Osage County Interlocal Cooperative > 207 E. Main Street > Hominy, OK 74035 > 918 885-2667 ext 122 > 918 885-6742 Fax > jrooks at ocic.k12.ok.us > support at ocic.k12.ok.us Tech Support > > "Your mouse has moved. Windows will now restart so > this change can take > effect.? > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm ===== "I'm the Commander, see ... I do not need to explain why I say things. That's the interesting thing about being the President ... [I] don't feel like I owe anybody an explanation." -- President George W. Bush to the National Security Council __________________________________ Do you Yahoo!? Protect your identity with Yahoo! Mail AddressGuard http://antispam.yahoo.com/whatsnewfree From smuller at netcommplete.com.au Thu Nov 6 21:24:14 2003 From: smuller at netcommplete.com.au (Scott Muller) Date: Fri, 7 Nov 2003 13:24:14 +1100 Subject: [rt-users] Interaction between RT Systems Message-ID: <000001c3a4d6$3cef05c0$6564a8c0@netcommplete.lan> Hi all, We use RT for all of our support queries. Most of our customers have their own queue. We have setup RT for one of our larger customers on their site for their internal helpdesk support. What I need to know is how to interact between our customers RT installation (on their own server) and our RT system. Some of the support calls that they receive, they cannot fix. At the moment our customer just manually creates a ticket on our system. I was thinking about creating a special Queue on their system, and having them put any tickets that they need assistance with in that queue and it would automatically create a ticket on our system. Is this possible, and if so would we be able to get the full text/history from their job. I imagine this could be achieved through scrips, but I was just wondering has anyone done this and do you have any tips. The workflow would probably go something like this 1. CUSTOMER: receives job and decides that they need our assistance 2. CUSTOMER: place job in SPECIAL queue. Job is 'Stalled'. scrip (?) creates ticket on our system with full history of CUSTOMER ticket in body of email 3. US : job is created in CUSTOMER queue 4. US : We fix it and resolve job 5. Customer gets notification of resolved job and resolves their own job Any help and/or ideas appreciated. -- Scott Muller smuller at netcommplete.com.au Senior Communications Consultant Mobile : +61 (0)4388 300 82 NetCommplete Pty Ltd Phone : +61 (0)2 6331 4773 http://www.netcommplete.com.au Fax : +61 (0)2 6331 4909 From harald.volz at unibas.ch Fri Nov 7 04:03:12 2003 From: harald.volz at unibas.ch (Harald Volz) Date: Fri, 07 Nov 2003 10:03:12 +0100 Subject: [rt-users] configured users do not show up In-Reply-To: <20031107022507.8AED311461@pallas.eruditorum.org> References: <20031107022507.8AED311461@pallas.eruditorum.org> Message-ID: <6.0.0.22.0.20031107095944.01ee3b60@igor.urz.unibas.ch> Hi, I found the problem browsing through rt.log. During the last days a security enhancement tool (bastille) was installed. This tool creates a userbased-TEMP Path in /tmp with very limited access-rights. Therefore the root owned temp cannot be accessed by rt...... Removing this scripts (and therefore the TMP and TEMP paths in the user profile) solved the problem. Sorry for wasting your bandwith. regards harald volz From simo.melenius at citec.fi Fri Nov 7 08:57:10 2003 From: simo.melenius at citec.fi (Simo Melenius) Date: Fri, 07 Nov 2003 15:57:10 +0200 Subject: [rt-users] Character sets and broken attachments (Was: Broken UTF8 putting down Quoted.pm when displaying a ticket?) In-Reply-To: <3FA61386.20405@citec.fi> References: <3FA61386.20405@citec.fi> Message-ID: <3FABA4B6.9030903@citec.fi> A week ago, I, Simo Melenius wrote: > I'm getting a similar error as in > : > Quoted.pm killing itself because of invalid UTF8. Google didn't find any > Text::Quoted: 1.2 I found the answer myself, thanks to him who also hinted towards Text::Quoted 1.3 anyway. Here's another question: Now that I've been playing with RT3.0.6 for about a week, I've noticed a lot of problems with corrupt attachments. Tuning the preferred character sets for Encode::Guess (EmailInputEncodings and EmailOutputEncoding) to not include utf-8 helps a bit, but there still seems to be occasional problems with mistaken UTF8 and 1:1-octet-based character sets (like latin1). The text parts of the messages show up OK, but attachment data sometimes seems to get high-characters converted to UTF8, eventhough the binary attachment is base64-encoded in the mime message. This is for incoming email messages; also, uploading files from RT using the webform sometimes corrupts the binary attachment, but of course, not always. I even rudely set Encode::Guess::NoUTFAutoGuess to 1 but it hasn't helped. For example, I tested uploading a file with Mozilla and it went there OK, but a colleague tried with IE5.5 and it got utf-8ized. Is there a known problem regarding this? If not, I can provide more information on this. br:s -- simo.melenius at citec.fi System Designer / Unix Applications Tel: +358 50 347 8373 CiTEC Information Solutions From eric at opelousas.org Fri Nov 7 09:21:47 2003 From: eric at opelousas.org (Eric G Ortego) Date: Fri, 07 Nov 2003 08:21:47 -0600 Subject: [rt-users] Courier mta and rt Message-ID: <3FABAA7B.3070402@opelousas.org> does anyone use RT with courier mta? I cannot get courier to make aliases with commands in /etc/aliases and am looking for a workarround... From jim.rowan at starcore-dsp.com Fri Nov 7 11:16:45 2003 From: jim.rowan at starcore-dsp.com (Jim Rowan) Date: Fri, 7 Nov 2003 10:16:45 -0600 Subject: [rt-users] help needed for RT 3.06 email workflow Message-ID: > BUT i'd like to know if someone has an idea on how to > implement my workflow. What i'd like is some scrip to somehow > Notify ALL email addresses which have ever replied to a > ticket no matter if these email-addresses are real RT-Users > or not. Which would be all email addresses from ALL > attachments belonging to a certain ticket. > > An alternative might ba to have a custom scrip which adds the > sender of an email as a CC-Watcher "On Correspond" (given the > address is not already a watcher). I think this latter option is what you should do. It should be pretty straightforward. However, your logic seems to have a a couple of slight flaws. (may not matter in your particular scenario, though): 1.) If PersonA forwards the mail to PersonB, then it does not go to RT, and RT is unaware (at this point) that PersonB is involved. Only after PersonB responds will RT include them in future interactions. If some transaction occurs on the ticket before this time, PersonB won't get notified. 2.) The reliability seems quite fragile; it depends strongly on exactly how PersonA forwards (redirects) the mail to PersonB and on how PersonB replies. One problem would be that PersonB's mail would go back to PersonA, instead of going to RT. 3.) All these tickets stay open, and owned by "nobody"? What is the point of using RT at all here? Why the aversion to having PersonA use the web interface? Another point: if this is the workflow you really want, you may be better off with RT2. It has the ability to manipulate the ticket ownership and state via email, so you could close some of the holes I mention above. From talklists at index-s.de Fri Nov 7 11:27:10 2003 From: talklists at index-s.de (Stefan Seiz) Date: Fri, 07 Nov 2003 17:27:10 +0100 Subject: [rt-users] help needed for RT 3.06 email workflow In-Reply-To: Message-ID: On 07.11.2003 17:16 Uhr, Jim Rowan wrote: >> BUT i'd like to know if someone has an idea on how to >> implement my workflow. What i'd like is some scrip to somehow >> Notify ALL email addresses which have ever replied to a >> ticket no matter if these email-addresses are real RT-Users >> or not. Which would be all email addresses from ALL >> attachments belonging to a certain ticket. >> >> An alternative might ba to have a custom scrip which adds the >> sender of an email as a CC-Watcher "On Correspond" (given the >> address is not already a watcher). > > I think this latter option is what you should do. It should be pretty > straightforward. If only I could find some good examples of how to do custom scrips. I can't get my head arround to understand what to do with the custom-condition, preparation and cleanup-code etc. If someone would have a good example, that'd help tremendously. > However, your logic seems to have a a couple of slight > flaws. (may not matter in your particular scenario, though): > > 1.) If PersonA forwards the mail to PersonB, then it does not go to RT, > and RT is unaware (at this point) that PersonB is involved. Only after > PersonB responds will RT include them in future interactions. If some > transaction occurs on the ticket before this time, PersonB won't get > notified. Which is OK in my case. For me it is sufficient involving RT after PersonB replies. > 2.) The reliability seems quite fragile; it depends strongly on exactly > how PersonA forwards (redirects) the mail to PersonB and on how PersonB > replies. One problem would be that PersonB's mail would go back to > PersonA, instead of going to RT. Can be handeled by instructing the few people involved here (in redirecting the messages initialy). > 3.) All these tickets stay open, and owned by "nobody"? What is the > point of using RT at all here? Why the aversion to having PersonA use > the web interface? The point here is, that we are a manufacturing company and get leads to the info at addresses - this leads usually are forwarded to a specific person in inside-sales and then to a REP or Distributor. Using RT makes sure all communication travels through RT's database and we have a nice, complete history of all communication from various people involved (even outside our company) about a specific lead. This is possible since we can hide the ORIGINAl Requestors email-address so all replies go through RT. > Another point: if this is the workflow you really want, you may be > better off with RT2. It has the ability to manipulate the ticket > ownership and state via email, so you could close some of the holes I > mention above. Yes, RT2 would work if we'd only have ONE Language involved. But due to the Lack of Unicode support, RT2 really isn't an option. We need to support all european languages and some asian languages which can't be handeled with ISO-8851... -- Spamto: From sturner at MIT.EDU Fri Nov 7 11:28:05 2003 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 07 Nov 2003 11:28:05 -0500 Subject: [rt-users] Bug when unprivileged user creates Custom Field Message-ID: <5.2.1.1.2.20031107111249.01db5e98@po14.mit.edu> Hello, I encountered a bug in creating a new custom field. Couldn't find a reference to this in the list archive or in the FAQ. As a user who did not have the AdminCustomFields privilege, I went to Global->Custom Fields->New Custom Field. I got the "Create a custom field which applies to all queues". So far so good. I completed the form and hit Submit. What I then got was a message with red background saying "RT Error Could not create customfield". Interestingly, the page, including the left-side nav bar and the top, dark-blue "RT for XXX" line was repeated, or nested, within the main white-background area where you would expect to see content. Something like this: HEADER N HEADER A N V A Error message B V A B R A R After granting AdminCustomFields to this user, the custom field could be created as expected. So, a "permission denied" message might perhaps be better than the cryptic "Could not create customfield" - and the whole page shouldn't be repeated within itself. Thanks, Steve From michael at emdee.net Fri Nov 7 14:41:47 2003 From: michael at emdee.net (Michael D. Richards) Date: Fri, 07 Nov 2003 12:41:47 -0700 Subject: [rt-users] LookupSenderInExternalDatabase Documentation Message-ID: <3FABF57B.4050301@emdee.net> Hello, I'm looking for documentation on the LookupSenderInExternalDatabase feature. I've searched the web and fsck.com but have only found vague references. Can someone please point me in the right direction? Thank you, Michael~ From CWard at vidyah.com Fri Nov 7 15:47:03 2003 From: CWard at vidyah.com (Ward, Chris) Date: 07 Nov 2003 12:47:03 -0800 Subject: [rt-users] Can't locate object method TransactionDepth Message-ID: <1068238023.6605.26.camel@defender> Heya, Just did an upgrade from 3.0.0 to 3.0.6. but now I get the following when I try to use the web interface: Can't locate object method "TransactionDepth" via package "RT::Handle" at /opt/rt3/share/html/autohandler line 27. and I see in autohandler: $RT::Handle->ForceRollback() if $RT::Handle->TransactionDepth; but Its true.. I dont see the TransactionDepth method in RT::Handle.pm I only see: sub Connect { sub BuildDSN { All the files in /opt/rt3/lib/RT are dated Sep 25 13:31 I remarked out the line in autohandler and things kinda work but I get lots of server errors at the bottom of pages.. Any ideas? Thanks, -- Chris Ward Vidyah - Systems Administration O 310-443-3083 C 818-451-9981 From mikep at uclink.berkeley.edu Sat Nov 8 03:00:35 2003 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Sat, 08 Nov 2003 00:00:35 -0800 Subject: [rt-users] Re: Template to list Cc's in correspondence In-Reply-To: <20031107022509.EDD3311462@pallas.eruditorum.org> References: <20031107022509.EDD3311462@pallas.eruditorum.org> Message-ID: <3FACA2A3.5030600@uclink.berkeley.edu> I discovered the new subroutine name by looking around in: /path-to-rt/lib/RT/Tickets_Overlay.pm Note: the following Template works (stamps Cc and AdminCc in the message body of emails). RT-Attach-Message: yes { if ($cc=$Ticket->Cc->MemberEmailAddressesAsString()) { "Note CC via RT: " . $cc } } { if ($admincc=$Ticket->AdminCc->MemberEmailAddressesAsString()) { "AdminCc: " . $admincc } } {$Transaction->Content()} From autrijus at autrijus.org Sat Nov 8 10:07:30 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Sat, 08 Nov 2003 23:07:30 +0800 Subject: [rt-users] Problems with rt3-elixus on FreeBSD 4.8-REL In-Reply-To: <0b1301c3a49b$4fc0fe00$6601a8c0@dpboxen> References: <0b1301c3a49b$4fc0fe00$6601a8c0@dpboxen> Message-ID: <1068304047.54987.40.camel@localhost> ?b ?, 2003-11-07 03:22, Dustin Puryear ?g?D?G > I installed rt3-elixus via ports under FreeBSD 4.8-REL. Specifically, I have > rt3-elixus-8352 installed: > Duplicate key name 'ACL1' at ./rt-setup-database line 160, > line 14. > Has anyone successfully installed rt3-elixus on FreeBSD via ports? Thanks for the report. This is indeed an oversight in build 8352. Can you help me by changing www/rt3-elixus/Makefile to: PORTVERSION= 8747 and replace www/rt3-elixus/distinfo with this line: MD5 (rt-8747.tar.gz) = 864a6ed052ec88daa2539635c295e02d then make install as usual? It seems to work for me here. If it also works for you, I'll ask the committer to update the ports. Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 187 bytes Desc: ????????? URL: From jalgermissen at topicmapping.com Sat Nov 8 14:08:34 2003 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Sat, 08 Nov 2003 20:08:34 +0100 Subject: [rt-users] Assembling Search URLs (reformulated) Message-ID: <3FAD3F32.52EAEAFE@topicmapping.com> Hi, one of the reasons I am very excited about choosing RT for our project is its RT's RESTfulness, because we have other system components that need to link to various pages of RT. One of those cases is to assemble links based on a name that will allways produce certain search results (e.g. all new and open tickets in a queue that have 'name' as the value of a custom field). I have now wrestled with the search related URLs for quite some time and still make no progress - some hidden magic is in the way. Can anyone help me with the information how I need to built up one of those URLs I need? The whole charme of what we are trying to do on our project sort of depends on this. Here is an example to explain what I mean: my $queue_name = "Incidents"; my $related_part_serial_number = "778-889"; # Assemble the URL that gives me all new and open tickets in queue named # incidents that have the value "778-889" as the name for custom field # "related_part" (the custom field is assigned to the queue, not global!) my $url = "http://rt.example.de/Search/Listing.html?--WHAT GOES HERE???-- Is that possible at all? Please help and thanks in advance. Jan -- Jan Algermissen http://www.topicmapping.com Consultant & Programmer http://www.gooseworks.org From bobg at uic.edu Sat Nov 8 13:48:07 2003 From: bobg at uic.edu (Bob Goldstein) Date: Sat, 08 Nov 2003 12:48:07 -0600 Subject: [rt-users] Interaction between RT Systems In-Reply-To: Your message of "Fri, 07 Nov 2003 13:24:14 +1100." <000001c3a4d6$3cef05c0$6564a8c0@netcommplete.lan> Message-ID: <200311081848.hA8Im7Nb020637@shark.cc.uic.edu> I've got a similar problem, but between a Clarify installation and RT. My intended solution will just be email with special queues. If a ticket is moved to a special Clarify queue, Clarify will fire off an email to RT, "properly" formated. RT will see this, parse and create an RT Ticket. And vica versa. Still a few details to be worked out :-) But the intention is to be barely good enough for rough transfer, and not to make one system as a real-time front end for the other. bobg >Hi all, > >We use RT for all of our support queries. Most of our customers >have their own queue. We have setup RT for one of our larger customers >on their site for their internal helpdesk support. What I need to know >is how to interact between our customers RT installation (on their own >server) >and our RT system. Some of the support calls that they receive, they >cannot >fix. At the moment our customer just manually creates a ticket on our >system. >I was thinking about creating a special Queue on their system, and >having them >put any tickets that they need assistance with in that queue and it >would >automatically create a ticket on our system. Is this possible, and if so >would we be able to get the full text/history from their job. > >I imagine this could be achieved through scrips, but I was just >wondering has anyone >done this and do you have any tips. The workflow would probably go >something like this > >1. CUSTOMER: receives job and decides that they need our assistance >2. CUSTOMER: place job in SPECIAL queue. Job is 'Stalled'. scrip (?) >creates >ticket on our system with full history of CUSTOMER ticket in body of >email >3. US : job is created in CUSTOMER queue >4. US : We fix it and resolve job >5. Customer gets notification of resolved job and resolves their own job > >Any help and/or ideas appreciated. > > > >-- > >Scott Muller smuller at netcommplete.com.au >Senior Communications Consultant Mobile : +61 (0)4388 300 82 >NetCommplete Pty Ltd Phone : +61 (0)2 6331 4773 >http://www.netcommplete.com.au Fax : +61 (0)2 6331 4909 > > > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.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 talklists at index-s.de Sun Nov 9 10:27:16 2003 From: talklists at index-s.de (Stefan Seiz) Date: Sun, 09 Nov 2003 16:27:16 +0100 Subject: [rt-users] Assembling Search URLs (reformulated) In-Reply-To: <3FAD3F32.52EAEAFE@topicmapping.com> Message-ID: On 08.11.2003 20:08 Uhr, Jan Algermissen wrote: > Here is an example to explain what I mean: > > my $queue_name = "Incidents"; > my $related_part_serial_number = "778-889"; > > # Assemble the URL that gives me all new and open tickets in queue named > # incidents that have the value "778-889" as the name for custom field > # "related_part" (the custom field is assigned to the queue, not global!) > > my $url = "http://rt.example.de/Search/Listing.html?--WHAT GOES HERE???-- What about just doing that search in RT's Web interface? After you hit "Search", on the left side of the screen you'll see the "Bookmarkable" URL to "this search". Looking at that url should give you te necessary hints. Or did I fully miss what your actual problem is? -- Spamto: From jalgermissen at topicmapping.com Sun Nov 9 16:03:04 2003 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Sun, 09 Nov 2003 22:03:04 +0100 Subject: [rt-users] Assembling Search URLs (reformulated) References: Message-ID: <3FAEAB88.AD83116D@topicmapping.com> Stefan Seiz wrote: > > On 08.11.2003 20:08 Uhr, Jan Algermissen > wrote: > > > Here is an example to explain what I mean: > > > > my $queue_name = "Incidents"; > > my $related_part_serial_number = "778-889"; > > > > # Assemble the URL that gives me all new and open tickets in queue named > > # incidents that have the value "778-889" as the name for custom field > > # "related_part" (the custom field is assigned to the queue, not global!) > > > > my $url = "http://rt.example.de/Search/Listing.html?--WHAT GOES HERE???-- > > What about just doing that search in RT's Web interface? After you hit > "Search", on the left side of the screen you'll see the "Bookmarkable" URL > to "this search". Looking at that url should give you te necessary hints. Yes, that is what I did. I did the seach for the serial number 778_998, recorded the URL and pasted it into me other application. The I replaced all occurrences of 778_998 with my variable that holds the serial_number . I expected this to work, but there seems to be hidden magic, because I don;t get the correct search results. > > Or did I fully miss what your actual problem is? No, and thanks for the hint and answer. Right now I seriously wonder if what I want to do is possible at all. Jan > > -- > > Spamto: > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Jan Algermissen http://www.topicmapping.com Consultant & Programmer http://www.gooseworks.org From Malek.Shabou at nic.fr Sun Nov 9 20:21:53 2003 From: Malek.Shabou at nic.fr (Malek Shabou) Date: Mon, 10 Nov 2003 02:21:53 +0100 Subject: [rt-users] probleme in search tickets Message-ID: <20031110012153.GA26975@fairuz.nic.Fr> Hi, I am using RT 3.0.6 and DBIx-SearchBuilder 0.92, i have a select one Custom Field with many values, some of them contain accents (??, ??...). when i try to search tickets with a special value of the custom field, and if this value containt some accents, the search return no tickts. are there any solution ? or i have to remove all accent from the custom field values ? Reagrds. -- 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 carl at xena.IPAustralia.gov.au Sun Nov 9 23:19:14 2003 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Mon, 10 Nov 2003 15:19:14 +1100 (EST) Subject: [rt-users] WebExternalAutoInfo, LDAP, Mailgate and the whole mess. Message-ID: <20031110151357.B82140@xena.aipo.gov.au> Afternoon All, I've just been trying to work out how WebExternalAuto/WebExternalAutoInfo is supposed to work. In RT2 you put WebExternalAutoInfo() into the RT_Siteconfig file and it ran it, but doesn't seem the case now. As far as I can see it now needs to be inserted into rt3/lib/RT/Interface/Web.pm. Is there a way of overriding that? Also, how is that going to interact with mailgate now that it uses the web interface? Thanks, Carl. From jesse at bestpractical.com Mon Nov 10 01:56:13 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 10 Nov 2003 01:56:13 -0500 Subject: [rt-users] probleme in search tickets In-Reply-To: <20031110012153.GA26975@fairuz.nic.Fr> References: <20031110012153.GA26975@fairuz.nic.Fr> Message-ID: <20031110065613.GL29265@fsck.com> On Mon, Nov 10, 2003 at 02:21:53AM +0100, Malek Shabou wrote: > > Hi, > I am using RT 3.0.6 and DBIx-SearchBuilder 0.92, i have a select one Custom Field with many values, some of them contain accents (??, ??...). > when i try to search tickets with a special value of the custom field, > and if this value containt some accents, the search return no tickts. > > are there any solution ? or i have to remove all accent from the custom > field values ? Can you turn on database query logging and show us what it's trying to search for? There may be a problem with our querybuilder. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From talklists at index-s.de Mon Nov 10 02:01:06 2003 From: talklists at index-s.de (Stefan Seiz) Date: Mon, 10 Nov 2003 08:01:06 +0100 Subject: [rt-users] Assembling Search URLs (reformulated) In-Reply-To: <3FAEAB88.AD83116D@topicmapping.com> Message-ID: On 09.11.2003 22:03 Uhr, Jan Algermissen wrote: >> What about just doing that search in RT's Web interface? After you hit >> "Search", on the left side of the screen you'll see the "Bookmarkable" URL >> to "this search". Looking at that url should give you te necessary hints. > > Yes, that is what I did. I did the seach for the serial number 778_998, > recorded > the URL and pasted it into me other application. The I replaced all > occurrences > of 778_998 with my variable that holds the serial_number . I expected this to > work, but there seems to be hidden magic, because I don;t get the correct > search results. Allright, getting closer. So your "other application", how does it log into rt? See your browser has an open session when doing the search - some session-information is stored in a cookie AFAIK, so maybe your other APP would have to deal with this too? And you say "I don't get correct results", could you elaborate on this? Showing us what "not correct" means could certainly help. Something like "I did this", "expected this" but "go that" (incl. copies of your built urls etc.) would be realy helpful. Everything else is just plain guesswork and mind-reading ;-) -- Spamto: From julien at bestpractical.com Mon Nov 10 02:12:22 2003 From: julien at bestpractical.com (julien at bestpractical.com) Date: Mon, 10 Nov 2003 02:12:22 -0500 (EST) Subject: [rt-users] Assembling Search URLs (reformulated) In-Reply-To: <3FAEAB88.AD83116D@topicmapping.com> (message from Jan Algermissen on Sun, 09 Nov 2003 22:03:04 +0100) References: <3FAEAB88.AD83116D@topicmapping.com> Message-ID: <20031110071222.B8A5B11150@pallas.eruditorum.org> Date: Sun, 09 Nov 2003 22:03:04 +0100 From: Jan Algermissen > What about just doing that search in RT's Web interface? After you hit > "Search", on the left side of the screen you'll see the "Bookmarkable" URL > to "this search". Looking at that url should give you te necessary hints. Yes, that is what I did. I did the seach for the serial number 778_998, recorded the URL and pasted it into me other application. The I replaced all occurrences of 778_998 with my variable that holds the serial_number . I expected this to work, but there seems to be hidden magic, because I don;t get the correct search results. There isn't any hidden magic to Search URLs, though the one that the "Bookmarkable Search" link returns is fairly complex, and it's easy to make a mistake when you modify it. You can get an idea about whether you've constructed the URL properly by looking at the criteria on the left of your resulting search page, and seeing if it looks the way you expect. The URL that you get from the "Bookmarkable Search" will have a lot of things in it that you don't strictly need, but if you remove unnecessary things, do so carefully to make sure that you don't remove the parts that you *do* need. Good luck, Linda From Samuel.Senoner at eurac.edu Mon Nov 10 04:22:07 2003 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Mon, 10 Nov 2003 10:22:07 +0100 Subject: [rt-users] Interaction between RT Systems Message-ID: <8ABC35686C73554691F3481C4023BE5EF17806@abz01be.eurac.edu> I also wanted something like this. So in your case if you whould have two RT's it whould be as if one system whould request a ticket to the other RT? And so is the notification, from one system to the other. Cool. Can you provide us with more details as soon as it works for you? Thanks Samuel -----Original Message----- From: Bob Goldstein [mailto:bobg at uic.edu] Sent: Saturday,08 November,2003 19:48 To: rt-users at lists.fsck.com Subject: Re: [rt-users] Interaction between RT Systems I've got a similar problem, but between a Clarify installation and RT. My intended solution will just be email with special queues. If a ticket is moved to a special Clarify queue, Clarify will fire off an email to RT, "properly" formated. RT will see this, parse and create an RT Ticket. And vica versa. Still a few details to be worked out :-) But the intention is to be barely good enough for rough transfer, and not to make one system as a real-time front end for the other. bobg From niconico at tiscali.it Mon Nov 10 07:31:39 2003 From: niconico at tiscali.it (niconico) Date: Mon, 10 Nov 2003 13:31:39 +0100 Subject: [rt-users] RT3.0.6 and Statistics Message-ID: <007801c3a786$9758c7a0$9600a8c0@inatlantis.dom> Im trying to use the statistics tool (Statistics3) with RT 3.0.6. My Configuration is: - RedHat 7.3 - RT3.0.6 - gd-2.0.15 (libgd 2.0.0) - GD::Graph-1.43 - Apache 1.3.28 with mod_perl 1.0 When i try to see statistics the graphs are not shown. If i modify the 'Chart' script to write to a file, the chart is correctly generated. Anyone have a solution? p.s. I m sorry for my BAD english... n1c0 ---------------------------------------------------------------------- "Passwords are like underwear. You shouldn't leave them out where people can see them. You should change them regularly. And you shouldn't loan them out to strangers." -------------- next part -------------- An HTML attachment was scrubbed... URL: From einar.fagertun at cc.uit.no Mon Nov 10 08:03:38 2003 From: einar.fagertun at cc.uit.no (Einar Fagertun) Date: Mon, 10 Nov 2003 14:03:38 +0100 Subject: [rt-users] problem defining search criterias in quick search Message-ID: We have added a new status, "stalled" in RTs Quick search display. We have managed to display the stalled items on "quick search" and in "refine search". We also want the stalled option to be displayed under "current search criteria", when u click the "queue name" in Quick search (It currently only search for 'queue', status 'open' and 'new'). What file do we have to edit? It seems like the status is stored in a special status array, but I don't know where the new status is inserted into this array. Einar From Samuel.Senoner at eurac.edu Mon Nov 10 09:15:26 2003 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Mon, 10 Nov 2003 15:15:26 +0100 Subject: [rt-users] problem defining search criterias in quick search Message-ID: <8ABC35686C73554691F3481C4023BE5EF17821@abz01be.eurac.edu> Look at this, this is my diff for adding stalled tickets to quick search: You probably need the one before the last added line. --- /usr/share/request-tracker3/html/Elements/Quicksearch 2003-07-12 10:24:37.000000000 +0200 +++ /usr/local/share/request-tracker3/html/Elements/Quicksearch 2003-10-17 17:48:02.000000000 +0200 @@ -28,6 +28,7 @@ <&|/l&>Queue <&|/l&>New <&|/l&>Open + <&|/l&>Stalled <%PERL> @@ -43,12 +44,18 @@ $Tickets->LimitQueue(VALUE => $queue->Name, OPERATOR => '='); my $new = $Tickets->Count(); + $Tickets->ClearRestrictions; + $Tickets->LimitStatus(VALUE => "stalled"); + $Tickets->LimitQueue(VALUE => $queue->Name, OPERATOR => '='); + my $stalled = $Tickets->Count(); + % $i++; -<%$queue->Name%> +<%$queue->Name%> <%$new%> <%$open%> +<%$sta lled%> % } Samuel -----Original Message----- From: Einar Fagertun [mailto:einar.fagertun at cc.uit.no] Sent: Monday,10 November,2003 14:04 To: rt-users at lists.fsck.com Subject: [rt-users] problem defining search criterias in quick search We have added a new status, "stalled" in RTs Quick search display. We have managed to display the stalled items on "quick search" and in "refine search". We also want the stalled option to be displayed under "current search criteria", when u click the "queue name" in Quick search (It currently only search for 'queue', status 'open' and 'new'). What file do we have to edit? It seems like the status is stored in a special status array, but I don't know where the new status is inserted into this array. Einar _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rt at mas.ml1.net Mon Nov 10 09:29:10 2003 From: rt at mas.ml1.net (rt at mas.ml1.net) Date: Mon, 10 Nov 2003 14:29:10 +0000 Subject: [rt-users] reporting on custom fields Message-ID: <13963439.1068474550@[192.168.0.235]> Hi all, Just installed RT 3.0.6 and joined the list, so hello rt-users. So far I've got a functional RT installation, one primary queue, and some queue-specific custom fields. I'd like to produce a basic report on the tickets in this queue; the headers of the report should be the standard RT fields as well as the custom fields. Looking in the add-ons directory I've found an example of reporting on the standard fields, but I can't figure out how to list the custom fields (and then also their values) as well. There must be a standard idiom for this, but I'm having trouble figuring out how to get the CustomField names and values using the RT object interface. Obviously I could do all this just querying the database directly and skipping the RT layer, but I'd like to figure out how to do it through RT. Any suggestions? thanks in advance... michael From darren.marshall at intechnology.co.uk Mon Nov 10 10:06:42 2003 From: darren.marshall at intechnology.co.uk (Marshall, Darren) Date: Mon, 10 Nov 2003 15:06:42 -0000 Subject: [rt-users] Attachment timeouts Message-ID: Hi, Does anyone have a fix for opening large attachments within tickets?. For example, I have a 250K Visio diagram in a ticket, when I click on download and then Open, the web browser times out before the diagram is displayed. Is there something I can tweak to adjust a timeout, any other suggestions?. RT=3.0.5 on RedHat 9 Thanks for any assistance Darren ________________________________________________________________________ This message has been checked for all known viruses by the CitC Virus Scanning Service powered by SkyLabs. For further information visit http://www.citc.it ___ From scott at cae.com Mon Nov 10 10:21:18 2003 From: scott at cae.com (Scott Hebert) Date: Mon, 10 Nov 2003 10:21:18 -0500 Subject: [rt-users] Interaction between RT Systems Message-ID: <69F1436AA435D7118EE1009027B0FF3A863052@caemsx02.cae.ca> Bob, Have you modified rt-mailgate to parse and load either custom fields or status info/headers from the incoming email? SH -----Original Message----- From: Bob Goldstein [mailto:bobg at uic.edu] Sent: Saturday, November 08, 2003 1:48 PM To: rt-users at lists.fsck.com Subject: Re: [rt-users] Interaction between RT Systems I've got a similar problem, but between a Clarify installation and RT. My intended solution will just be email with special queues. If a ticket is moved to a special Clarify queue, Clarify will fire off an email to RT, "properly" formated. RT will see this, parse and create an RT Ticket. And vica versa. Still a few details to be worked out :-) But the intention is to be barely good enough for rough transfer, and not to make one system as a real-time front end for the other. bobg >Hi all, > >We use RT for all of our support queries. Most of our customers >have their own queue. We have setup RT for one of our larger customers >on their site for their internal helpdesk support. What I need to know >is how to interact between our customers RT installation (on their own >server) >and our RT system. Some of the support calls that they receive, they >cannot >fix. At the moment our customer just manually creates a ticket on our >system. >I was thinking about creating a special Queue on their system, and >having them >put any tickets that they need assistance with in that queue and it >would >automatically create a ticket on our system. Is this possible, and if so >would we be able to get the full text/history from their job. > >I imagine this could be achieved through scrips, but I was just >wondering has anyone >done this and do you have any tips. The workflow would probably go >something like this > >1. CUSTOMER: receives job and decides that they need our assistance >2. CUSTOMER: place job in SPECIAL queue. Job is 'Stalled'. scrip (?) >creates >ticket on our system with full history of CUSTOMER ticket in body of >email >3. US : job is created in CUSTOMER queue >4. US : We fix it and resolve job >5. Customer gets notification of resolved job and resolves their own job > >Any help and/or ideas appreciated. > > > >-- > >Scott Muller smuller at netcommplete.com.au >Senior Communications Consultant Mobile : +61 (0)4388 300 82 >NetCommplete Pty Ltd Phone : +61 (0)2 6331 4773 >http://www.netcommplete.com.au Fax : +61 (0)2 6331 4909 > > > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.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 m-liebman at northwestern.edu Mon Nov 10 10:42:33 2003 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Mon, 10 Nov 2003 10:42:33 -0500 Subject: [rt-users] reporting on custom fields In-Reply-To: <13963439.1068474550@[192.168.0.235]> References: <13963439.1068474550@[192.168.0.235]> Message-ID: <20031110154232.GA12184@SDF.LONESTAR.ORG> On Mon, Nov 10, 2003 at 02:29:10PM +0000, rt at mas.ml1.net wrote: > Looking in the add-ons directory > I've found an example of reporting on the standard fields, but I can't > figure out how to list the custom fields (and then also their values) as > well. Have a look at the bug list for RT. http://lists.fsck.com/pipermail/rt-users/2003-April/013159.html Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From murphy at genome.chop.edu Mon Nov 10 10:50:22 2003 From: murphy at genome.chop.edu (Kevin Murphy) Date: Mon, 10 Nov 2003 10:50:22 -0500 Subject: [rt-users] Assembling Search URLs (reformulated) In-Reply-To: <3FAEAB88.AD83116D@topicmapping.com> Message-ID: <980A37D6-1395-11D8-98E1-0003930D3626@genome.chop.edu> Jan, Just to drive the point home, be careful to use the "Bookmarkable URL", not just the URL of the initial page result! -Kevin From rt at mas.ml1.net Mon Nov 10 11:23:36 2003 From: rt at mas.ml1.net (rt at mas.ml1.net) Date: Mon, 10 Nov 2003 16:23:36 +0000 Subject: [rt-users] reporting on custom fields In-Reply-To: <20031110154232.GA12184@SDF.LONESTAR.ORG> References: <13963439.1068474550@[192.168.0.235]> <20031110154232.GA12184@SDF.LONESTAR.ORG> Message-ID: <20829615.1068481416@[192.168.0.235]> --On 10 November 2003 10:42 -0500 "Michael S. Liebman" wrote: > On Mon, Nov 10, 2003 at 02:29:10PM +0000, rt at mas.ml1.net wrote: >> Looking in the add-ons directory >> I've found an example of reporting on the standard fields, but I can't >> figure out how to list the custom fields (and then also their values) >> as well. > > Have a look at the bug list for RT. > http://lists.fsck.com/pipermail/rt-users/2003-April/013159.html Thanks, Michael. Yes, I've seen that, and it gets me part of the way there but not all; it assumes you know in advance the list of custom fields. What I'd like to do is get a list of all the custom fields defined for a particular queue, then add those field names to my header list and add the value for each field to the row for each ticket. Or am I missing something? It seems like this should be a straightforward operation once you know which method to call on which class to get the information, but I can't figure out which method that would be. Maybe it doesn't exist... :) Thanks again for your help... any more suggestions? michael From Malek.Shabou at nic.fr Mon Nov 10 11:51:48 2003 From: Malek.Shabou at nic.fr (Malek Shabou) Date: Mon, 10 Nov 2003 17:51:48 +0100 Subject: [rt-users] probleme in search tickets In-Reply-To: <20031110065613.GL29265@fsck.com> References: <20031110012153.GA26975@fairuz.nic.Fr> <20031110065613.GL29265@fsck.com> Message-ID: <20031110165148.GA3681@fairuz.nic.Fr> Hi, as you have suspected it a probleme in the querybuilder, here is some debug info: the query is: Statut = nouveau [effacer] Queue = adhesion-prereg [effacer] CF.adhesion-prereg.{rdv-formation} LIKE %annul?% [effacer] Statut = ouvert [effacer] and here is the genereted query: SELECT count(DISTINCT main.id) FROM (Tickets main LEFT JOIN TicketCustomFieldValues as TicketCustomFieldValues_1 ON ( main.id = TicketCustomFieldValues_1.Ticket) AND( (TicketCustomFieldValues_1.CustomField = '3'))) WHERE ((main.EffectiveId = main.id)) AND ((main.Type = 'ticket')) AND ( ( (main.Status = 'new')OR(main.Status = 'open') ) AND ( ( (TicketCustomFieldValues_1.Content LIKE 0x2525616e6e756cc3a92525) ) ) AND ( (main.Queue = '4') ) ) normaly the query must be: .... (TicketCustomFieldValues_1.Content LIKE '%%annul?%%') .... which causes some error: [Mon Nov 10 16:45:59 2003] [debug]: limiting to 50 rows (/usr/local/rt3/lib/RT/Interface/Web.pm:632) [Mon Nov 10 16:45:59 2003] [warning]: DBD::Pg::st execute failed: ERROR: parser: parse error at or near "x2525616e6e756cc3a92525" at character 392 at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 234. (/usr/local/rt3/lib/RT.pm:247) [Mon Nov 10 16:45:59 2003] [warning]: DBIx::SearchBuilder error:ERROR: parser: parse error at or near "x2525616e6e756cc3a92525" at character 392 Query String is SELECT count(DISTINCT main.id) FROM (Tickets main LEFT JOIN TicketCustomFieldValues as TicketCustomFieldValues_1 ON ( main.id = TicketCustomFieldValues_1.Ticket) AND( (TicketCustomFieldValues_1.CustomField = '3'))) WHERE ((main.EffectiveId = main.id)) AND ((main.Type = 'ticket')) AND ( ( (main.Status = 'new')OR(main.Status = 'open') ) AND ( ( (TicketCustomFieldValues_1.Content LIKE 0x2525616e6e756cc3a92525) ) ) AND ( (main.Queue = '4') ) ) (/usr/local/rt3/lib/RT.pm:247) [Mon Nov 10 16:45:59 2003] [warning]: DBD::Pg::st fetchrow_array failed: no statement executing at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 248. (/usr/local/rt3/lib/RT.pm:247) PS: when i try to search a value with no accent on it, all works fin. Regards, malek. le 10 Nov, Jesse Vincent a ?crit : > > > > On Mon, Nov 10, 2003 at 02:21:53AM +0100, Malek Shabou wrote: > > > > Hi, > > I am using RT 3.0.6 and DBIx-SearchBuilder 0.92, i have a select one Custom Field with many values, some of them contain accents (??, ??...). > > when i try to search tickets with a special value of the custom field, > > and if this value containt some accents, the search return no tickts. > > > > are there any solution ? or i have to remove all accent from the custom > > field values ? > > Can you turn on database query logging and show us what it's trying to > search for? There may be a problem with our querybuilder. > > -- > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. -- 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 m-liebman at northwestern.edu Mon Nov 10 12:42:17 2003 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Mon, 10 Nov 2003 12:42:17 -0500 Subject: [rt-users] RT3.0.6 and Statistics In-Reply-To: <007801c3a786$9758c7a0$9600a8c0@inatlantis.dom> References: <007801c3a786$9758c7a0$9600a8c0@inatlantis.dom> Message-ID: <20031110174217.GA20173@SDF.LONESTAR.ORG> On Mon, Nov 10, 2003 at 01:31:39PM +0100, niconico wrote: > When i try to see statistics the graphs are not shown. If i modify > the 'Chart' script to write to a file, the chart is correctly > generated. Anyone have a solution? See http://rt3.fsck.com/Ticket/Display.html?id=3854. This was fixed in RTFM aegis and should be in the next RTFM release. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From m-liebman at northwestern.edu Mon Nov 10 12:49:04 2003 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Mon, 10 Nov 2003 12:49:04 -0500 Subject: [rt-users] reporting on custom fields In-Reply-To: <20829615.1068481416@[192.168.0.235]> References: <13963439.1068474550@[192.168.0.235]> <20031110154232.GA12184@SDF.LONESTAR.ORG> <20829615.1068481416@[192.168.0.235]> Message-ID: <20031110174904.GB20173@SDF.LONESTAR.ORG> On Mon, Nov 10, 2003 at 04:23:36PM +0000, rt at mas.ml1.net wrote: > Yes, I've seen that, and it gets me part of the way there but not all; it > assumes you know in advance the list of custom fields. What I'd like to > do is get a list of all the custom fields defined for a particular queue, > then add those field names to my header list and add the value for each > field to the row for each ticket. >From the RT::Queue_Overlay perldoc: > CustomFields > Returns an RT::CustomFields object containing all > global custom fields, as well as those tied to this queue So you need to do something like $ticket->QueueObj->CustomFields(). Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From seph at directionless.org Mon Nov 10 13:45:18 2003 From: seph at directionless.org (seph) Date: Mon, 10 Nov 2003 13:45:18 -0500 Subject: [rt-users] Re: WebExternalAutoInfo, LDAP, Mailgate and the whole mess. In-Reply-To: <20031110151357.B82140@xena.aipo.gov.au> (Carl Makin's message of "Mon, 10 Nov 2003 15:19:14 +1100 (EST)") References: <20031110151357.B82140@xena.aipo.gov.au> Message-ID: Both of these have been answered on rt-users before > I've just been trying to work out how WebExternalAuto/WebExternalAutoInfo > is supposed to work. In RT2 you put WebExternalAutoInfo() into the > RT_Siteconfig file and it ran it, but doesn't seem the case now. As far > as I can see it now needs to be inserted into rt3/lib/RT/Interface/Web.pm. > Is there a way of overriding that? rt3 has a way to override functions. check the docs, or archives. > Also, how is that going to interact with mailgate now that it uses the web > interface? I believe the mailgate goes through the NoAuth portion of the website, you'll have to make sure it's actually NoAuth. Alternatively, I've seen patches so mailgate can use basic auth. seph From jesse at bestpractical.com Mon Nov 10 14:50:39 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 10 Nov 2003 14:50:39 -0500 Subject: Broken Attachments with RT 3.06 / FastCgi - was:Re: [rt-users] Attachments being truncated In-Reply-To: References: <20031022200100.GQ26562@fsck.com> Message-ID: <20031110195039.GO29265@fsck.com> > Funny enough, i can't reproduce this when i email an attachment into RT from > my Mac. Seems to only happen when our employees email using Notes on Windows > or when we get attachments emailed from outside the company. Can you have someone send me personally mail with an attachment that breaks RT EXACTLY as they send it to RT? -jesse > Attached are two examples. > > connectorOK.jpg is a WORKING attachment as i received it in my email via CC > before the message was injected into RT. > > connector.jpg is a BROKEN attachment as downloaded via the RT Webinterface. > > Thanks! > > -- > Stefan Seiz > Spamto: > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 Mon Nov 10 15:04:56 2003 From: talklists at index-s.de (Stefan Seiz) Date: Mon, 10 Nov 2003 21:04:56 +0100 Subject: Broken Attachments with RT 3.06 / FastCgi - was:Re: [rt-users] Attachments being truncated In-Reply-To: <20031110195039.GO29265@fsck.com> Message-ID: On 10.11.2003 20:50 Uhr, Jesse Vincent wrote: > Can you have someone send me personally mail with an attachment that > breaks RT EXACTLY as they send it to RT? > -jesse Hi Jesse, thanks for replying. I'll setup a test queue tomorrow and have my US guys email attachments as often as it needs until I can 100% reproduce how to send them so they break when entering RT. I assume it's as simple as sending one with a Notes Client on Windows, but maybe not. As soon as I could reproduce it a couple of times, I'll have them send the attachment directly to you AND cc a test-que on our RT. Thanks! -- Spamto: From roderick at argon.org Mon Nov 10 15:18:32 2003 From: roderick at argon.org (Roderick Schertler) Date: Mon, 10 Nov 2003 15:18:32 -0500 Subject: [rt-users] RT should send something to the Cc list on ticket creation Message-ID: <15631.1068495512@eeyore.ibcinc.com> Unless there's something wrong with my installation (RT 3.0.4 via Debian testing), RT by default doesn't send any email to the Cc list on ticket creation. I think this is a problem for 2 reasons: - A ticket created via the web site won't get sent to the Cc list at all. They'll receive future updates to the ticket but they'll never have seen the message which opened it. - A ticket submitted via email (using $ParseNewMessageForTicketCcs) will have been sent to the Cc list as regular email, but those recipients never get a message with the subject tag inserted so they have no way to follow up to the ticket until they get a response from somebody. If they respond to the message they did get (about all they can do) they'll open an undesired new ticket. Am I missing something about these two points? Shouldn't the default behavior be to send something to the Cc list when a ticket is created? I tried looking for discussion on this point on the user's mailing list. I found 1 time it came up within the past year ( http://lists.fsck.com/pipermail/rt-users/2003-January/011729.html ) but there were no responses. I looked at changing this at my site. I was going to add a new "on create" scrip to send the message to the Cc list, but found there's no action which sends a message only to the Cc list. My next thought was to replace On Create Autoreply To Requestors with template Autoreply with On Create Notify Requestors and Ccs with template Autoreply but I was concerned that the "Autoreply To Requestors" action was doing something special (since all the others are called "Notify" something), and so I didn't want drop it. My fix was to add a Autoreply_Local.pm with a replacement SetRecipients() which uses both the requestor and Cc list. This seems to do what I want. Was this the right approach? -- Roderick Schertler roderick at argon.org From jalgermissen at topicmapping.com Mon Nov 10 15:50:54 2003 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Mon, 10 Nov 2003 21:50:54 +0100 Subject: [rt-users] Assembling Search URLs (reformulated) Message-ID: <3FAFFA2E.B32B9995@topicmapping.com> Stefan Seiz wrote: > Allright, getting closer. So your "other application", how does it log into > rt? See your browser has an open session when doing the search - some > session-information is stored in a cookie AFAIK, so maybe your other APP > would have to deal with this too? The assembled URLs will be used within a browser, so if the cookie is not set, I expect the login page to be shown and after that be taken to the appropriate page (with the original (non-modified) URLs this works.) > And you say "I don't get correct results", could you elaborate on this? > Showing us what "not correct" means could certainly help. Something like "I > did this", "expected this" but "go that" (incl. copies of your built urls > etc.) would be realy helpful. Everything else is just plain guesswork and > mind-reading ;-) Here is what I do: 1) NewSearch -> Search on Queue IS "Incidents" (now the custom field "Related_CI" shows up in the search screen since it is present on that Queue only). 2) Refine search by setting Related_CI IS "cs1" (I get the expected result (2 tickets)) and this bookmark URL: http://rt.nec.dkrz.de/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C10%242%7C11%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2417%7CQueue%20%3D%20Incidents%245%7CQueue%241%7C%3D%249%7CIncidents%2510%7C%2411%7CCUSTOMFIELD%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%241%7C1%2431%7CCF.Incidents.%7BRelated_CI%7D%20%3D%20cs1%2425%7CCF.Incidents.%7BRelated_CI%7D%241%7C%3D%243%7Ccs1%242%7C12&TicketsSortBy=id&TicketsSortOrder=ASC&RowsPerPage=50 Decoded with Perl URI::Escape http://rt.nec.dkrz.de/Search/Listing.html?Bookmark=FrT;@2|%4|$2|10$2|11%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR$5|VALUE$17|Queue = Incidents$5|Queue$1|=$9|Incidents%10|$11|CUSTOMFIELD$11|DESCRIPTION$5|FIELD$8|OPERATOR$5|VALUE$1|1$31|CF.Incidents.{Related_CI} = cs1$25|CF.Incidents.{Related_CI}$1|=$3|cs1$2|12&TicketsSortBy=id&TicketsSortOrder=ASC&RowsPerPage=50 3) I substitute the two occurrences of cs1 with another CI-identifier but get exactly the original result and even the same information in the 'bookmark menu' (where one can deselect single criteria). I expected the search to be cached, but since I learned that there is no hidden magic, I have no idea anymore, what I do wrong. Hints? Jan -- Jan Algermissen http://www.topicmapping.com Consultant & Programmer http://www.gooseworks.org From geoff at lanrex.com.au Mon Nov 10 15:52:01 2003 From: geoff at lanrex.com.au (Geoff Powell) Date: 11 Nov 2003 07:52:01 +1100 Subject: [rt-users] RT 3.0.5 - Login problem Message-ID: <1068497521.939.38.camel@linux-ws2.lanrex.priv> Hi everyone, I'm looking for a bit of help with getting RT 3.0.5 up and running on RedHat 8.0 (x86), apache 1.3.27 and mod_perl 1.26 We have been running RT 3.0.5 on RedHat 7.3 with perl 5.6.1 for a few months, it seems to be working quite well. However we've been getting assorted perl errors from RT which are particularly annoying the users, so we are going to upgrade to perl 5.8 (hence RedHat 8.0) I've done my best to follow RT README document. httpd.conf is basically exactly what's in the README (except for the Apache2 stuff), I have installed all the required modules for RT using CPAN and ensured they are all 'found' by rt-test-dependencies. The problem? When requesting RT from the web server using http://ipaddr, the RT login page loads OK, but after I submit username root and password password, I am returned to the login page. There is no errors when starting apache, all the logging options are set to DEBUG, there are also no debugging messages in /var/log/httpd/error_log or /opt/rt3/var/log/rt.log to head me in the right direction. The webpage itself doesn't return an error either? I have just installed RT, so there shouldn't be any problems with authentication for the root user. I have confirmed that the username and password specified in my RT_SiteConfig.pm can access the rt3 Mysql database on localhost. When I installed RT, initialize-database didn't give me any errors As a test, I commented out some of the code utilising $session{*}, so that the the " $m->call_next(%ARGS);" section of /opt/rt3/share/html/autohandler is reached without error. When I did this, the RT page after login loaded ok (obviously didn't care about username/password). Some of the links in the left hand navigation column in RT even worked. This had lead me to believe that $session is causing a problem, is this the Apache::Session module? I'm fairly sure the module is installed correctly, I even re-installed it Does anyone out there have any ideas? Thanks in advance for any help Geoff From jesse at bestpractical.com Mon Nov 10 15:55:17 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 10 Nov 2003 15:55:17 -0500 Subject: [rt-users] Assembling Search URLs (reformulated) In-Reply-To: <3FAFFA2E.B32B9995@topicmapping.com> References: <3FAFFA2E.B32B9995@topicmapping.com> Message-ID: <20031110205517.GA26990@fsck.com> > > http://rt.nec.dkrz.de/Search/Listing.html?Bookmark=FrT;@2|%4|$2|10$2|11%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR$5|VALUE$17|Queue = > Incidents$5|Queue$1|=$9|Incidents%10|$11|CUSTOMFIELD$11|DESCRIPTION$5|FIELD$8|OPERATOR$5|VALUE$1|1$31|CF.Incidents.{Related_CI} = > cs1$25|CF.Incidents.{Related_CI}$1|=$3|cs1$2|12&TicketsSortBy=id&TicketsSortOrder=ASC&RowsPerPage=50 note that this is encoded with Storable. you might want to try ripping it apart with storable and reassembling it by hand. > 3) I substitute the two occurrences of cs1 with another CI-identifier but get exactly the original > result and even the same information in the 'bookmark menu' (where one can deselect single > criteria). > > I expected the search to be cached, but since I learned that there is no hidden magic, I have > no idea anymore, what I do wrong. > > Hints? > > Jan > -- > Jan Algermissen http://www.topicmapping.com > Consultant & Programmer http://www.gooseworks.org > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Mon Nov 10 15:59:16 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 10 Nov 2003 15:59:16 -0500 Subject: [rt-users] RT 3.0.5 - Login problem In-Reply-To: <1068497521.939.38.camel@linux-ws2.lanrex.priv> References: <1068497521.939.38.camel@linux-ws2.lanrex.priv> Message-ID: <20031110205916.GB26990@fsck.com> > > The problem? When requesting RT from the web server using http://ipaddr, > the RT login page loads OK, but after I submit username root and > password password, I am returned to the login page. There is no errors > when starting apache, all the logging options are set to DEBUG, there > are also no debugging messages in /var/log/httpd/error_log or > /opt/rt3/var/log/rt.log to head me in the right direction. The webpage > itself doesn't return an error either? Sounds like a problem with the cookies RT is sending you or your browser's ability to cope with those cookies. I'd recommend sniffing the interaction. -jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Mon Nov 10 16:01:06 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 10 Nov 2003 16:01:06 -0500 Subject: [rt-users] Can't locate object method TransactionDepth In-Reply-To: <1068238023.6605.26.camel@defender> References: <1068238023.6605.26.camel@defender> Message-ID: <20031110210106.GC26990@fsck.com> On Fri, Nov 07, 2003 at 12:47:03PM -0800, Ward, Chris wrote: > Heya, > > Just did an upgrade from 3.0.0 to 3.0.6. but now I get the following > when I try to use the web interface: You need to stop and start apache and possibly clear out the mason page caches. From smuller at netcommplete.com.au Mon Nov 10 18:18:15 2003 From: smuller at netcommplete.com.au (Scott Muller) Date: Tue, 11 Nov 2003 10:18:15 +1100 Subject: [rt-users] Interaction between RT Systems In-Reply-To: <8ABC35686C73554691F3481C4023BE5EF17806@abz01be.eurac.edu> Message-ID: <004801c3a7e0$eae70f30$6564a8c0@netcommplete.lan> > > I also wanted something like this. > So in your case if you whould have two RT's it whould be as if one > system whould request a ticket to the other RT? > And so is the notification, from one system to the other. > Cool. > > Can you provide us with more details as soon as it works for you? > > Thanks > > Samuel > Hopefully I will get to this towards the end of next week. I will post any results... Fingers crossed ! -- Scott Muller From bobg at uic.edu Mon Nov 10 19:19:28 2003 From: bobg at uic.edu (Bob Goldstein) Date: Mon, 10 Nov 2003 18:19:28 -0600 Subject: [rt-users] Interaction between RT Systems In-Reply-To: Your message of "Mon, 10 Nov 2003 10:21:18 EST." <69F1436AA435D7118EE1009027B0FF3A863052@caemsx02.cae.ca> Message-ID: <200311110019.hAB0JSBp003821@shark.cc.uic.edu> >Bob, > >Have you modified rt-mailgate to parse and load either custom fields or >status info/headers from the incoming email? That's my plan. Or just write my own mailgate and attach it to a specific email alias. But I probably won't get to this until late this week or next. I was going to need a custom field to hold the remote ticket ID, in case I ever had to match them up again. bobg > >SH > >-----Original Message----- >From: Bob Goldstein [mailto:bobg at uic.edu] >Sent: Saturday, November 08, 2003 1:48 PM >To: rt-users at lists.fsck.com >Subject: Re: [rt-users] Interaction between RT Systems > > >I've got a similar problem, but between a Clarify installation >and RT. My intended solution will just be email with special >queues. If a ticket is moved to a special Clarify queue, >Clarify will fire off an email to RT, "properly" formated. >RT will see this, parse and create an RT Ticket. And vica versa. > >Still a few details to be worked out :-) But the intention >is to be barely good enough for rough transfer, and not >to make one system as a real-time front end for the other. > > bobg > > > >>Hi all, >> >>We use RT for all of our support queries. Most of our customers >>have their own queue. We have setup RT for one of our larger customers >>on their site for their internal helpdesk support. What I need to know >>is how to interact between our customers RT installation (on their own >>server) >>and our RT system. Some of the support calls that they receive, they >>cannot >>fix. At the moment our customer just manually creates a ticket on our >>system. >>I was thinking about creating a special Queue on their system, and >>having them >>put any tickets that they need assistance with in that queue and it >>would >>automatically create a ticket on our system. Is this possible, and if so >>would we be able to get the full text/history from their job. >> >>I imagine this could be achieved through scrips, but I was just >>wondering has anyone >>done this and do you have any tips. The workflow would probably go >>something like this >> >>1. CUSTOMER: receives job and decides that they need our assistance >>2. CUSTOMER: place job in SPECIAL queue. Job is 'Stalled'. scrip (?) >>creates >>ticket on our system with full history of CUSTOMER ticket in body of >>email >>3. US : job is created in CUSTOMER queue >>4. US : We fix it and resolve job >>5. Customer gets notification of resolved job and resolves their own job >> >>Any help and/or ideas appreciated. >> >> >> >>-- >> >>Scott Muller smuller at netcommplete.com.au >>Senior Communications Consultant Mobile : +61 (0)4388 300 82 >>NetCommplete Pty Ltd Phone : +61 (0)2 6331 4773 >>http://www.netcommplete.com.au Fax : +61 (0)2 6331 4909 >> >> >> >>_______________________________________________ >>rt-users mailing list >>rt-users at lists.fsck.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 MVidal at sonicfoundry.com Mon Nov 10 19:49:49 2003 From: MVidal at sonicfoundry.com (Mike Vidal) Date: Mon, 10 Nov 2003 18:49:49 -0600 Subject: [rt-users] Problems with rt3-elixus on FreeBSD 4.8-REL Message-ID: so what's the difference between the rt3-elixus and the regular rt version anyway? -----Original Message----- From: rt-users-bounces at lists.fsck.com [mailto:rt-users-bounces at lists.fsck.com]On Behalf Of Autrijus Tang Sent: Saturday, November 08, 2003 9:08 AM To: Dustin Puryear Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Problems with rt3-elixus on FreeBSD 4.8-REL ?b ?, 2003-11-07 03:22, Dustin Puryear ?g?D?G > I installed rt3-elixus via ports under FreeBSD 4.8-REL. Specifically, I have > rt3-elixus-8352 installed: > Duplicate key name 'ACL1' at ./rt-setup-database line 160, > line 14. > Has anyone successfully installed rt3-elixus on FreeBSD via ports? Thanks for the report. This is indeed an oversight in build 8352. Can you help me by changing www/rt3-elixus/Makefile to: PORTVERSION= 8747 and replace www/rt3-elixus/distinfo with this line: MD5 (rt-8747.tar.gz) = 864a6ed052ec88daa2539635c295e02d then make install as usual? It seems to work for me here. If it also works for you, I'll ask the committer to update the ports. Thanks, /Autrijus/ From asterr at pobox.com Mon Nov 10 20:28:35 2003 From: asterr at pobox.com (asterr) Date: Tue, 11 Nov 2003 10:28:35 +0900 (JST) Subject: [rt-users] RT should send something to the Cc list on ticket creation In-Reply-To: <15631.1068495512@eeyore.ibcinc.com> Message-ID: As far as I can tell, your statement of the problem is correct. I ran into the same issue when deploying RT. I ended up keeping the original: On Create Autoreply To Requestors with template Autoreply And added: On Create Notify Requestors and Ccs with template Autoreply The "Autoreply to Requestors" action skips the standard check to avoid sending mail to the actor. (You could change this in RT_SiteConfig.pm, but most people only want to override this on creation.) If you only have the second scrip, then requestors will stop getting e-mail on ticket creation. -Aaron On Mon, 10 Nov 2003, Roderick Schertler wrote: > Unless there's something wrong with my installation (RT 3.0.4 via Debian > testing), RT by default doesn't send any email to the Cc list on ticket > creation. I think this is a problem for 2 reasons: > > - A ticket created via the web site won't get sent to the Cc list at > all. They'll receive future updates to the ticket but they'll never > have seen the message which opened it. > > - A ticket submitted via email (using $ParseNewMessageForTicketCcs) will > have been sent to the Cc list as regular email, but those recipients > never get a message with the subject tag inserted so they have no way > to follow up to the ticket until they get a response from somebody. > If they respond to the message they did get (about all they can do) > they'll open an undesired new ticket. > > Am I missing something about these two points? Shouldn't the default > behavior be to send something to the Cc list when a ticket is created? > > I tried looking for discussion on this point on the user's mailing list. > I found 1 time it came up within the past year ( > > http://lists.fsck.com/pipermail/rt-users/2003-January/011729.html > > ) but there were no responses. > > I looked at changing this at my site. I was going to add a new "on > create" scrip to send the message to the Cc list, but found there's no > action which sends a message only to the Cc list. My next thought was > to replace > > On Create Autoreply To Requestors with template Autoreply > > with > > On Create Notify Requestors and Ccs with template Autoreply > > but I was concerned that the "Autoreply To Requestors" action was doing > something special (since all the others are called "Notify" something), > and so I didn't want drop it. > > My fix was to add a Autoreply_Local.pm with a replacement SetRecipients() > which uses both the requestor and Cc list. This seems to do what I want. > Was this the right approach? > > -- > Roderick Schertler > roderick at argon.org > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > From rt at linuxguy.com Mon Nov 10 20:53:39 2003 From: rt at linuxguy.com (Walt Reed) Date: Mon, 10 Nov 2003 20:53:39 -0500 Subject: [rt-users] RT 3.0.5 - Login problem In-Reply-To: <1068497521.939.38.camel@linux-ws2.lanrex.priv> References: <1068497521.939.38.camel@linux-ws2.lanrex.priv> Message-ID: <20031111015339.GB29345@hubinternet.com> On Tue, Nov 11, 2003 at 07:52:01AM +1100, Geoff Powell said: > The problem? When requesting RT from the web server using http://ipaddr, > the RT login page loads OK, but after I submit username root and > password password, I am returned to the login page. There is no errors > when starting apache, all the logging options are set to DEBUG, there > are also no debugging messages in /var/log/httpd/error_log or > /opt/rt3/var/log/rt.log to head me in the right direction. The webpage > itself doesn't return an error either? Make sure you have "PerlSetupEnv On" in the apache config. From autrijus at autrijus.org Tue Nov 11 00:18:55 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Tue, 11 Nov 2003 13:18:55 +0800 Subject: [rt-users] Problems with rt3-elixus on FreeBSD 4.8-REL In-Reply-To: References: Message-ID: <20031111051855.GB20272@aut.dyndns.org> On Mon, Nov 10, 2003 at 06:49:49PM -0600, Mike Vidal wrote: > so what's the difference between the rt3-elixus and the regular rt version anyway? Well, pkg-descr says: Developed by elixus.org and supported by OurInternet, Inc, rt3-elixus is a beefed-up branch based on the latest -pre/-rc/-final release of RT3. It features an alternate Tabbed UI, Workflow editor, many more custom field types (including multiple-entry fields), Object Attributes, and has been ported to Microsoft Windows. I think that's about it. :-) The TabbedUI thing (accessible as /Work/ and /Edit/, as opposed to / and /Admin/) is our alternate UI, which is the main difference between the two branches. 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 Samuel.Senoner at eurac.edu Tue Nov 11 02:49:19 2003 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Tue, 11 Nov 2003 08:49:19 +0100 Subject: [rt-users] Interaction between RT Systems Message-ID: <8ABC35686C73554691F3481C4023BE5EF17834@abz01be.eurac.edu> Whouldn't it be enough if you let them insert the number in the subject, so you have two ticket numbers in the subject. i. e. [company1.com #1] [company2.com #1001]. It should also work, shouldn't it? Samuel -----Original Message----- From: Bob Goldstein [mailto:bobg at uic.edu] Sent: Tuesday,11 November,2003 01:19 To: 'rt-users at lists.fsck.com' Subject: Re: [rt-users] Interaction between RT Systems >Bob, > >Have you modified rt-mailgate to parse and load either custom fields or >status info/headers from the incoming email? That's my plan. Or just write my own mailgate and attach it to a specific email alias. But I probably won't get to this until late this week or next. I was going to need a custom field to hold the remote ticket ID, in case I ever had to match them up again. bobg From jalgermissen at topicmapping.com Tue Nov 11 03:08:51 2003 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Tue, 11 Nov 2003 09:08:51 +0100 Subject: [rt-users] Assembling Bookmark URLs Message-ID: <3FB09913.22F24C6B@topicmapping.com> Ok, I have finally figured out how to assemble search URLs. In case someone else needs this, here is an example: use URI::Escape; use FreezeThaw; my $href = { 5 => { DESCRIPTION => "CF.Incidents.{Related_Host} = MyHost", VALUE => 'MyHost', FIELD => 'CF.Incidents.{Related_Host}', OPERATOR => '=', CUSTOMFIELD => '1' }, 3 => { DESCRIPTION => "Queue = Incidents", VALUE => 'Incidents', FIELD => 'Queue', OPERATOR => '=' }, 4 => { FIELD => 'Status', VALUE => 'open', OPERATOR => '=', DESCRIPTION => "Status = open" } }; my $s = uri_escape(FreezeThaw::freeze( ($href,6)) ); my $url = "http://rt.example.de/Search/Listing.html?Bookmark=" .$s ."&TicketsSortBy=id&TicketsSortOrder=ASC&RowsPerPage=50"; Don't ask me about the numbers though..... Jan Jan Algermissen http://www.topicmapping.com Consultant & Programmer http://www.gooseworks.org From jalgermissen at topicmapping.com Tue Nov 11 03:34:36 2003 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Tue, 11 Nov 2003 09:34:36 +0100 Subject: [rt-users] Priority Escalation? Message-ID: <3FB09F1C.9C4EDEEF@topicmapping.com> Hi-- I can't get priority escalation to work, is there anything that needs to be done that is not in the docs? Thanks. Jan -- Jan Algermissen http://www.topicmapping.com Consultant & Programmer http://www.gooseworks.org From danf at clearnetwork.com Tue Nov 11 09:32:50 2003 From: danf at clearnetwork.com (Dan Fiorito) Date: Tue, 11 Nov 2003 09:32:50 -0500 Subject: [rt-users] Read receipt Message-ID: Is it possible to request a read receipt with a ticket in RT? If we answer a support request, we would like to know if the user actually read it. Thanks From iqbala at qwestip.net Tue Nov 11 10:07:47 2003 From: iqbala at qwestip.net (Asif Iqbal) Date: Tue, 11 Nov 2003 10:07:47 -0500 (EST) Subject: [rt-users] Seeking training on RT Message-ID: Hi All Is there any plan to offer a Training on RT is Washington, DC metropolitan area ? I would like to attend. My company is willing to pay for one person's training. Thanks -- Asif Iqbal http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08 There's no place like 127.0.0.1 From rt at anothy.9srv.net Tue Nov 11 12:18:09 2003 From: rt at anothy.9srv.net (Anthony Sorace) Date: Tue, 11 Nov 2003 17:18:09 +0000 Subject: [rt-users] Gantt charts in RT3? Message-ID: <05CC03CF-146B-11D8-9E44-000A95DA79F6@anothy.9srv.net> I've done a fair bit of looking through the archives, and have found several references to people talking about gantt charts, but nothing functional except a DTRT package, which seems only to be for RT2 (and is called "defunct" in at least one reference). So... is there any current code to cause RT3 to generate gantt charts? Alternately, while it wouldn't be nearly as nice, if anyone knows of a separate tool that can generate gantt charts from SQL queries, that would be okay, if it'll work with how RT structures the data. Lacking even that, I suppose I could even get by with something that generates them from a text file of some sort, given the same proviso. Anthony Incidentally, are the archives searchable other than with google? Threads would be nice. Especially given how often the answer to questions asked here is "look in the archive". From jesse at bestpractical.com Tue Nov 11 13:11:16 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 11 Nov 2003 13:11:16 -0500 Subject: [rt-users] Showing ticket contents using /opt/rt3/bin/rt In-Reply-To: References: Message-ID: <20031111181116.GO26990@fsck.com> On Thu, Nov 06, 2003 at 08:08:22AM +0000, Rus Foster wrote: > Hi, > I know this is unsupported but has anyone had luck getting /opt/rt3/bin/rt > to show ticket contents? I can pull out owner etc but can't dump the > actual history. Any clues? Wait for 3.0.7. We've got new code for it there. > rus > > -- > w: http://www.jvds.com | Dedicated FreeBSD,Debian and RedHat Servers > e: rghf at jvds.com | Donations made to Debian, FreeBSD > t: +44 7919 373537 | and Slackware > t: 1-888-327-6330 | email: sales at jvds.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 jalonso at mit.edu Tue Nov 11 13:44:45 2003 From: jalonso at mit.edu (Jason B. Alonso) Date: Tue, 11 Nov 2003 13:44:45 -0500 Subject: [rt-users] Problems with rt3-elixus on FreeBSD 4.8-REL In-Reply-To: <20031111051855.GB20272@aut.dyndns.org> Message-ID: <01e601c3a883$e0df7970$3b03f712@mit.edu> Hmm... Well, I have RT3 (the "normal" version) running on Windows with PostgreSQL, Exim, and Apache, entirely under Cygwin. It installs OOTB after a few minor tweaks (including one or two "force install" cmds to CPAN for prerequisite packages). Oh, and I guess mod_perl/mod_fastcgi don't work quite right, so I had to add to use cgi-fcgi and launch Mason from inittab instead... Is there a place where I should submit the full story? Regards, J[ ] > -----Original Message----- > From: rt-users-bounces at lists.fsck.com > [mailto:rt-users-bounces at lists.fsck.com]On Behalf Of Autrijus Tang > Sent: Tuesday, November 11, 2003 12:19 AM > To: Mike Vidal > Cc: Autrijus Tang; rt-users at lists.fsck.com; Dustin Puryear > Subject: Re: [rt-users] Problems with rt3-elixus on FreeBSD 4.8-REL > > > On Mon, Nov 10, 2003 at 06:49:49PM -0600, Mike Vidal wrote: > > so what's the difference between the rt3-elixus and the > regular rt version anyway? > > Well, pkg-descr says: > > Developed by elixus.org and supported by OurInternet, > Inc, rt3-elixus is > a beefed-up branch based on the latest -pre/-rc/-final > release of RT3. > It features an alternate Tabbed UI, Workflow editor, many > more custom field > types (including multiple-entry fields), Object > Attributes, and has been > ported to Microsoft Windows. > > I think that's about it. :-) > > The TabbedUI thing (accessible as /Work/ and /Edit/, as > opposed to / and /Admin/) > is our alternate UI, which is the main difference between the > two branches. > > Thanks, > /Autrijus/ > From jalgermissen at topicmapping.com Tue Nov 11 14:05:57 2003 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Tue, 11 Nov 2003 20:05:57 +0100 Subject: [rt-users] Is it safe to manually increase the ticket ID counter? Message-ID: <3FB13315.25B3EE2B@topicmapping.com> Hi, we would like the ticket IDs to start at 100.000 and not at 1, thus making the ticket ID look more like an ID than a counter[1]. Does RT tolerate such 'holes' in the ticket ID sequence? Is it safe to manually set the counter to 100000 in MySQL directly? Or are there any for($i=1; $i Message-ID: <3FB13E63.26FF38DF@topicmapping.com> Jan Algermissen wrote: > > Hi-- > > I can't get priority escalation to work, is there anything that > needs to be done that is not in the docs? Just found the answer: in RT-home run bin/rt-crontool --search RT::Search::ActiveTicketsInQueue \ --search-arg QueueName \ --action RT::Action::EscalatePriority \ --verbose Hope it helps other's too. Jan > Thanks. > > Jan > > -- > Jan Algermissen http://www.topicmapping.com > Consultant & Programmer http://www.gooseworks.org > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Jan Algermissen http://www.topicmapping.com Consultant & Programmer http://www.gooseworks.org From grule at bbn.com Tue Nov 11 15:31:17 2003 From: grule at bbn.com (Gary Rule) Date: Tue, 11 Nov 2003 15:31:17 -0500 Subject: [rt-users] Permission Denied when replying Message-ID: <1068582677.11923.29.camel@agramon.bbn.com> All, I saw a question similar to this back in July but it did not answer my question fully. Our setup: All tickets are created by email only at this point it puts the tickets in the General queue. Someone from the support department then assigns the ticket to a specialized queue like systems or networking. I have given the right createticket to everyone in the general queue. If a ticket gets closed and the requester thinks that the ticket should NOT have been closed we would like them to send email with the Ticket ID in the subject field and have it re-open the ticket but this is not working since they do not have permission. It gives "permission denied" back via email. What right to I have to allow everyone in order for them to add to the ticket via email? There is a global scrip that "on correspondence open ticket" which will re-open the ticket is this the part that is giving the denied message or is it just a problem with appending to the ticket once it is in a specialized queue where everyone no longer has any permissions? My hope is I can allow the the users to re-open closed tickets ...but only that. I don't know if the permission denied is from trying to add to the ticket or the system trying to re-open it in their name. Thanks in advance --------------------------------------------------------------------------- Gary Rule 2.6.0-test9-mm1 GNU/Linux Systems Administrator Ph: 617.873.3274 Fx: 617.873.4500 -- The nice thing about Windows is - It does not just crash, it displays a dialog box and lets you press 'OK' first. (Arno Schaefer's .sig) --------------------------------------------------------------------------- -------------- 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 David.Swift at spokesoftware.com Tue Nov 11 15:56:21 2003 From: David.Swift at spokesoftware.com (David Swift) Date: Tue, 11 Nov 2003 12:56:21 -0800 Subject: [rt-users] Looking for info on callbacks Message-ID: <0EAA506787D12B4B99D3CA086230A2B4010692E1@mail-01.spokesoftware.com> Hello, I am using RT3, and read a post from last year regarding callbacks. I have hacked the ShowPeople element to display data such as last login from our website, but it seems to me that the maintainable way to do this would be with a callback. Is there any more info than this post (http://lists.fsck.com/pipermail/rt-devel/2002-December/002833.html) regarding callbacks? Thanks, David Swift From torkil at lv.fo Tue Nov 11 16:53:38 2003 From: torkil at lv.fo (Torkil Zachariassen) Date: Tue, 11 Nov 2003 21:53:38 +0000 Subject: [rt-users] rt on fedora ? Message-ID: <3FB15A62.8000506@lv.fo> Has anyone rt running on Fedora Core 1 ? Is there a rpm or spec file for rebuilding somevhere? The rt-3-0-6/etc/rt.spec is needs work: $ rpmbuild -ta rt-3-0-6.tar.gz error: File /home/torkil/tmp/rt.tar.gz: No such file or directory After simple changes in s/rt2/rt3/g, and mv rt-3-0-6.tar.gz rt-3.0.6.tar.gz and such, i ended up with a spec file which compiled but someone who knows rt better needs to look at it. The spec file should work for a user which is not root too. The spec file I have so far is appended. Best regards ...torkil... -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: rt.spec URL: From MVidal at sonicfoundry.com Tue Nov 11 19:18:30 2003 From: MVidal at sonicfoundry.com (Mike Vidal) Date: Tue, 11 Nov 2003 18:18:30 -0600 Subject: [rt-users] Gantt charts in RT3? Message-ID: http://ploticus.sourceforge.net/ and lots of hacking. -----Original Message----- From: rt-users-bounces at lists.fsck.com [mailto:rt-users-bounces at lists.fsck.com]On Behalf Of Anthony Sorace Sent: Tuesday, November 11, 2003 11:18 AM To: rt-users at lists.fsck.com Subject: [rt-users] Gantt charts in RT3? I've done a fair bit of looking through the archives, and have found several references to people talking about gantt charts, but nothing functional except a DTRT package, which seems only to be for RT2 (and is called "defunct" in at least one reference). So... is there any current code to cause RT3 to generate gantt charts? Alternately, while it wouldn't be nearly as nice, if anyone knows of a separate tool that can generate gantt charts from SQL queries, that would be okay, if it'll work with how RT structures the data. Lacking even that, I suppose I could even get by with something that generates them from a text file of some sort, given the same proviso. Anthony Incidentally, are the archives searchable other than with google? Threads would be nice. Especially given how often the answer to questions asked here is "look in the archive". _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 m-liebman at northwestern.edu Tue Nov 11 19:25:34 2003 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Tue, 11 Nov 2003 19:25:34 -0500 Subject: [rt-users] rt on fedora ? In-Reply-To: <3FB15A62.8000506@lv.fo> References: <3FB15A62.8000506@lv.fo> Message-ID: <6.0.0.22.2.20031111191809.02905e10@pop.mail.yahoo.com> At 04:53 PM 11/11/2003, Torkil Zachariassen wrote: >Requires: perl-DBI >= 1.18 >Requires: perl-DBIx-DataSource >= 0.02 >Requires: perl-DBIx-SearchBuilder >= 0.47 [snip happens] >Requires: perl-Log-Dispatch >= 1.6 I believe the currently preferred form for Perl module dependencies is something like perl(DBI), perl(DBIx-DataSource), perl(DBIx-SearchBuilder), etc. I'm not positive of that since I was hacking some spec files late one night last week at work and I don't have them accessible at the moment. Also, it looks like your list of module dependencies is seriously out of date. Have a look at the sbin/rt-test-dependencies script for what you will need in the spec file. Since you are working on a spec file for RedHat, be sure to require a mod_perl2 that isn't (more seriously) broken. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From m-liebman at northwestern.edu Tue Nov 11 19:27:47 2003 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Tue, 11 Nov 2003 19:27:47 -0500 Subject: [rt-users] Read receipt In-Reply-To: References: Message-ID: <6.0.0.22.2.20031111192553.02870ee8@pop.mail.yahoo.com> At 09:32 AM 11/11/2003, Dan Fiorito wrote: >Is it possible to request a read receipt with a ticket in RT? You can include whatever headers you like by making them the first lines of your template. Be sure to separate the headers from the body with a newline. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From MVidal at sonicfoundry.com Tue Nov 11 19:29:59 2003 From: MVidal at sonicfoundry.com (Mike Vidal) Date: Tue, 11 Nov 2003 18:29:59 -0600 Subject: [rt-users] Gantt charts in RT3? Message-ID: I also did a quick freshmeat search. http://www.logilab.org/projects/pygantt/ http://freshmeat.net/search/?q=gantt§ion=projects Take a look at some of these tools also. http://freshmeat.net/search/?q=Crystal+Reports§ion=projects -----Original Message----- From: rt-users-bounces at lists.fsck.com [mailto:rt-users-bounces at lists.fsck.com]On Behalf Of Mike Vidal Sent: Tuesday, November 11, 2003 6:19 PM To: Anthony Sorace; rt-users at lists.fsck.com Subject: RE: [rt-users] Gantt charts in RT3? http://ploticus.sourceforge.net/ and lots of hacking. -----Original Message----- From: rt-users-bounces at lists.fsck.com [mailto:rt-users-bounces at lists.fsck.com]On Behalf Of Anthony Sorace Sent: Tuesday, November 11, 2003 11:18 AM To: rt-users at lists.fsck.com Subject: [rt-users] Gantt charts in RT3? I've done a fair bit of looking through the archives, and have found several references to people talking about gantt charts, but nothing functional except a DTRT package, which seems only to be for RT2 (and is called "defunct" in at least one reference). So... is there any current code to cause RT3 to generate gantt charts? Alternately, while it wouldn't be nearly as nice, if anyone knows of a separate tool that can generate gantt charts from SQL queries, that would be okay, if it'll work with how RT structures the data. Lacking even that, I suppose I could even get by with something that generates them from a text file of some sort, given the same proviso. Anthony Incidentally, are the archives searchable other than with google? Threads would be nice. Especially given how often the answer to questions asked here is "look in the archive". _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 rspier at pobox.com Tue Nov 11 22:18:36 2003 From: rspier at pobox.com (Robert Spier) Date: Tue, 11 Nov 2003 19:18:36 -0800 Subject: [rt-users] Is it safe to manually increase the ticket ID counter? In-Reply-To: <3FB13315.25B3EE2B@topicmapping.com> References: <3FB13315.25B3EE2B@topicmapping.com> Message-ID: Yes. This is perfectly safe. -R At Tue, 11 Nov 2003 20:05:57 +0100, Jan Algermissen wrote: > > Hi, > > we would like the ticket IDs to start at 100.000 and not at 1, thus > making the ticket ID look more like an ID than a counter[1]. Does > RT tolerate such 'holes' in the ticket ID sequence? Is it safe to > manually set the counter to 100000 in MySQL directly? > Or are there any for($i=1; $i > Thanks in advance. > > Jan > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 Nov 11 22:39:37 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 11 Nov 2003 22:39:37 -0500 Subject: [rt-users] Seeking training on RT In-Reply-To: References: Message-ID: <20031112033937.GF26990@fsck.com> On Tue, Nov 11, 2003 at 10:07:47AM -0500, Asif Iqbal wrote: > Hi All > > Is there any plan to offer a Training on RT is Washington, DC metropolitan > area? I would like to attend. My company is willing to pay for one person's > training. Asif, We've just completed this fall's training program with a session in San Francisco. Over the winter, we're going to be concentrating on some private and corporate training sessions and an exciting new project or two but plan to do another round of public training sessions. DC is definitely on the short-list of places we'd like to offer a class. If anyone else has a city they'd like to nominate, by all means, send us mail at training at bestpractical.com. If you think someone else has already nominated your city, send the mail anyway. The more interest we see for training in a particular place, the more likely we are to schedule there. (And yes, we'd be happy to offer training outside the US if there's sufficient interest) Best, Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From asterr at pobox.com Tue Nov 11 23:23:49 2003 From: asterr at pobox.com (asterr) Date: Wed, 12 Nov 2003 13:23:49 +0900 (JST) Subject: [rt-users] Permission Denied when replying In-Reply-To: <1068582677.11923.29.camel@agramon.bbn.com> Message-ID: You probably want ReplyToTicket right assigned to Requestor (and maybe Ccs) globally. I would bet that the users do not have ReplyToTicket for the networking queue etc. -Aaron On Tue, 11 Nov 2003, Gary Rule wrote: > All, > I saw a question similar to this back in July but it did not answer my > question fully. > > Our setup: > > All tickets are created by email only at this point it puts the tickets > in the General queue. > > Someone from the support department then assigns the ticket to a > specialized queue like systems or networking. > > I have given the right createticket to everyone in the general queue. If > a ticket gets closed and the requester thinks that the ticket should NOT > have been closed we would like them to send email with the Ticket ID in > the subject field and have it re-open the ticket but this is not working > since they do not have permission. It gives "permission denied" back via > email. > > What right to I have to allow everyone in order for them to add to the > ticket via email? There is a global scrip that "on correspondence open > ticket" which will re-open the ticket is this the part that is giving > the denied message or is it just a problem with appending to the ticket > once it is in a specialized queue where everyone no longer has any > permissions? > > My hope is I can allow the the users to re-open closed tickets ...but > only that. > > I don't know if the permission denied is from trying to add to the > ticket or the system trying to re-open it in their name. > > Thanks in advance > --------------------------------------------------------------------------- > Gary Rule 2.6.0-test9-mm1 GNU/Linux > Systems Administrator > Ph: 617.873.3274 > Fx: 617.873.4500 > -- > The nice thing about Windows is - It does not just crash, it displays a > dialog box and lets you press 'OK' first. > (Arno Schaefer's .sig) > --------------------------------------------------------------------------- > From mixo at coza.net.za Wed Nov 12 02:59:22 2003 From: mixo at coza.net.za (mixo) Date: Wed, 12 Nov 2003 09:59:22 +0200 Subject: [rt-users] Broken attachements -- possibly not mod_perl2 Message-ID: <3FB1E85A.8080506@coza.net.za> I just imported data in to rt 3.0.4 and SOME attachments appeared to be truncated at 9 bytes. All attachemts that are jpegs seem to be truncated, but not word docs and other types. This lead me to check the size of attachments in the database of ticket 6730. Here is what I found: From the "Transactions" table I found: ++++++++Transactions+++++++++++ mysql> select id,Type,Field,Created from Transactions where Ticket=6730 order by id; +-------+------------+--------+---------------------+ | id | Type | Field | Created | +-------+------------+--------+---------------------+ | 31531 | Create | NULL | 2001-12-20 08:47:22 | | 31544 | Set | Queue | 2001-12-20 08:52:25 | | 31545 | Status | Status | 2001-12-20 08:52:26 | | 31546 | Give | Owner | 2001-12-20 08:52:42 | | 31556 | Comment | NULL | 2001-12-20 08:57:10 | | 31557 | Status | Status | 2001-12-20 08:57:12 | | 31569 | Correspond | NULL | 2001-12-20 09:07:56 | | 31570 | Set | Status | 2001-12-20 09:07:57 | | 31574 | Status | Status | 2001-12-20 09:11:14 | +-------+------------+--------+---------------------+ 9 rows in set (0.01 sec) +++++++++++++++++++ From "Attachments" : +++++++++++++++++++ mysql> select id,TransactionId,length(Content),ContentType from Attachments where TransactionId=31531; +-------+---------------+-----------------+-----------------+ | id | TransactionId | length(Content) | ContentType | +-------+---------------+-----------------+-----------------+ | 25069 | 31531 | NULL | multipart/mixed | | 25070 | 31531 | 23 | text/plain | | 25071 | 31531 | 491463 | image/jpeg | +-------+---------------+-----------------+-----------------+ 3 rows in set (0.02 sec) +++++++++++++++++++ Which means that the attachments are being stored properly. And from the logs, I found: +++++++++++++++++++ Nov 12 08:58:05 dhcp3 RT: Premature padding of base64 data at /opt/rt3/lib/RT/Attachment_Overlay.pm line 266. (/opt/rt3/lib/RT.pm:235) +++++++++++++++++++ This message appeared shortly after trying to view(load) the ticket, and is repeated for all tickets which appear to have truncated attachments. My money is on the decoding of tickets being at fault. Ticket attachments are not truncated or broken, they are being displayed incorrectly. -------------- next part -------------- An HTML attachment was scrubbed... URL: From niconico at tiscali.it Wed Nov 12 07:16:24 2003 From: niconico at tiscali.it (niconico) Date: Wed, 12 Nov 2003 13:16:24 +0100 Subject: [rt-users] Defult transaction template problem Message-ID: <008701c3a916$cab9e160$9600a8c0@inatlantis.dom> Hi all, i have a little problem with the Default transaction template. When a user send an html formatted message to my queue, in the auto generated message with default transaction template, the link "Ticket: URL:http://************* " dont work. Why? Thx for the attention n1co -------------- next part -------------- An HTML attachment was scrubbed... URL: From michael.firestone at rule-of-ten.com Wed Nov 12 08:45:00 2003 From: michael.firestone at rule-of-ten.com (michael.firestone) Date: Wed, 12 Nov 2003 07:45:00 -0600 Subject: [rt-users] Elixus docs? Message-ID: <20031112134500.15606.qmail@mail.opentransfer.com> I have just started using RT and I am extremely impressed. This is one of the best ticket tracking systems I have seen, either open source or closed. I am using the elixus extensions ( the tabbed interface is dead sexy ) and I am searching for some documentation on the exactly what elixus extended. Is there any such doc, or do I need to start diff'ing source code? I am particularly interested in adding radio buttons as custom fields -- I have a lot of yes/no type questions and would really prefer check boxen or radio buttons. If I have missed something and there is an FM I need to read, pointers are also welcome. Again, allow me to express how extremely impressed I am with this product. I will be pushing for a support contract once I can prove it works the way management ( sigh ) would like. Mik --- Mik Firestone Vice Principal Rule of Ten, Inc. From jhogenmiller at pennswoods.net Wed Nov 12 08:48:36 2003 From: jhogenmiller at pennswoods.net (John Hogenmiller) Date: Wed, 12 Nov 2003 08:48:36 -0500 Subject: [rt-users] Is it safe to manually increase the ticket ID counter? In-Reply-To: References: <3FB13315.25B3EE2B@topicmapping.com> Message-ID: <3FB23A34.3050401@pennswoods.net> I was going to ask a question like this myself. I wanted to start tickets at a certain number, and I wanted to create tickets to have a specific number (basically, I'm importing tickets from ticketsmith). My thinking was 1) Set starting number, 2) create tickets in order, incrementing starting number for any gaps. However, if I can setup a script to pull tickets out of ticketsmith, email them in, can I then change the numbers to what we had in the old system directly in mysql? I'm pretty familiar with manipulating sql databases, but I was wondering if I would have to change the ticket number in multiple places or face breaking it. I'm only talking about the first instance of the ticket. I would change the ticket numbers, and then send in the ticket updates using the updated ticket number. Robert Spier wrote: > Yes. This is perfectly safe. > > -R > > At Tue, 11 Nov 2003 20:05:57 +0100, > Jan Algermissen wrote: > >>Hi, >> >>we would like the ticket IDs to start at 100.000 and not at 1, thus >>making the ticket ID look more like an ID than a counter[1]. Does >>RT tolerate such 'holes' in the ticket ID sequence? Is it safe to >>manually set the counter to 100000 in MySQL directly? >>Or are there any for($i=1; $i > >>Thanks in advance. >> >>Jan >>_______________________________________________ >>rt-users mailing list >>rt-users at lists.fsck.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 -- John Hogenmiller, kb3dfz Network Engineer Pennswoods.net 877-716-2002 x 545 From michael.firestone at rule-of-ten.com Wed Nov 12 09:22:00 2003 From: michael.firestone at rule-of-ten.com (michael.firestone) Date: Wed, 12 Nov 2003 08:22:00 -0600 Subject: [rt-users] Re: Is it safe to manually increase the ticket ID counter? In-Reply-To: <3FB23A34.3050401@pennswoods.net> References: <3FB13315.25B3EE2B@topicmapping.com> <3FB23A34.3050401@pennswoods.net> Message-ID: <20031112142200.29375.qmail@mail.opentransfer.com> http://fsck.com/rtfm/article.html?id=5#224 Is this of any help? It describes how to set the starting number for MySQL and Pg. I would assume that importing the tickets in order after that would work. Mik John Hogenmiller writes: > I was going to ask a question like this myself. I wanted to start > tickets at a certain number, and I wanted to create tickets to have a > specific number (basically, I'm importing tickets from ticketsmith). > > My thinking was 1) Set starting number, 2) create tickets in order, > incrementing starting number for any gaps. > > However, if I can setup a script to pull tickets out of ticketsmith, > email them in, can I then change the numbers to what we had in the old > system directly in mysql? I'm pretty familiar with manipulating sql > databases, but I was wondering if I would have to change the ticket > number in multiple places or face breaking it. > > I'm only talking about the first instance of the ticket. I would change > the ticket numbers, and then send in the ticket updates using the > updated ticket number. > > > Robert Spier wrote: >> Yes. This is perfectly safe. >> >> -R >> >> At Tue, 11 Nov 2003 20:05:57 +0100, >> Jan Algermissen wrote: >> >>> Hi, >>> >>> we would like the ticket IDs to start at 100.000 and not at 1, thus >>> making the ticket ID look more like an ID than a counter[1]. Does >>> RT tolerate such 'holes' in the ticket ID sequence? Is it safe to >>> manually set the counter to 100000 in MySQL directly? >>> Or are there any for($i=1; $i >> >>> Thanks in advance. >>> >>> Jan >>> _______________________________________________ >>> rt-users mailing list >>> rt-users at lists.fsck.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 > > > -- > John Hogenmiller, kb3dfz > Network Engineer > Pennswoods.net > 877-716-2002 x 545 > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm Mik Firestone Vice Principal Rule of Ten, Inc. From michael.firestone at rule-of-ten.com Wed Nov 12 09:23:31 2003 From: michael.firestone at rule-of-ten.com (michael.firestone) Date: Wed, 12 Nov 2003 08:23:31 -0600 Subject: [rt-users] Re: Elixus docs? In-Reply-To: <20031112134500.15606.qmail@mail.opentransfer.com> References: <20031112134500.15606.qmail@mail.opentransfer.com> Message-ID: <20031112142331.31329.qmail@mail.opentransfer.com> Wouldn't you know? As soon as I click the "send" button, I see the "EntryBoolean" field type. Oops. To quote Rosanna Rosanna Donna, never mind. Mik michael.firestone writes: > I have just started using RT and I am extremely impressed. This is one of > the best ticket tracking systems I have seen, either open source or > closed. > > I am using the elixus extensions ( the tabbed interface is dead sexy ) and > I am searching for some documentation on the exactly what elixus extended. > Is there any such doc, or do I need to start diff'ing source code? > > I am particularly interested in adding radio buttons as custom fields -- I > have a lot of yes/no type questions and would really prefer check boxen or > radio buttons. > > If I have missed something and there is an FM I need to read, pointers are > also welcome. > > Again, allow me to express how extremely impressed I am with this product. > I will be pushing for a support contract once I can prove it works the way > management ( sigh ) would like. > > Mik > --- > Mik Firestone > Vice Principal > Rule of Ten, 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 Mik Firestone Vice Principal Rule of Ten, Inc. From darren.marshall at intechnology.co.uk Wed Nov 12 09:23:43 2003 From: darren.marshall at intechnology.co.uk (Marshall, Darren) Date: Wed, 12 Nov 2003 14:23:43 -0000 Subject: [rt-users] Problem with CC on ticket creation Message-ID: Hi, There's probably a simple reason for this that I've managed to overlook, if so my apologies. When I create a ticket via the web gui, and add recipients I want to be copied to the Cc: box, they are not copied on the ticket creation.If I add the same users to the Admin Cc field, then the users get notification.Any ideas?. Regards Darren ________________________________________________________________________ This message has been checked for all known viruses by the CitC Virus Scanning Service powered by SkyLabs. For further information visit http://www.citc.it ___ From m-liebman at northwestern.edu Wed Nov 12 09:58:48 2003 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 12 Nov 2003 09:58:48 -0500 Subject: [rt-users] Defult transaction template problem In-Reply-To: <008701c3a916$cab9e160$9600a8c0@inatlantis.dom> References: <008701c3a916$cab9e160$9600a8c0@inatlantis.dom> Message-ID: <20031112145848.GA22607@SDF.LONESTAR.ORG> On Wed, Nov 12, 2003 at 01:16:24PM +0100, niconico wrote: > When a user send an html formatted message to my queue, in the auto > generated message with default transaction template, the link "Ticket: > URL:http://************* " dont work. Can you elaborate on the link not working? Is it actually generating a link with asterisks? Can you give any examples? Does the requesting HTML email have a text\plain alternative? (That point may be unrelated, but it can hurt to ask....) Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From autrijus at autrijus.org Wed Nov 12 10:04:18 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Wed, 12 Nov 2003 23:04:18 +0800 Subject: [rt-users] Elixus docs? In-Reply-To: <20031112134500.15606.qmail@mail.opentransfer.com> References: <20031112134500.15606.qmail@mail.opentransfer.com> Message-ID: <1068649457.725.72.camel@localhost> ?b ?, 2003-11-12 21:45, michael.firestone ?g?D?G > I am using the elixus extensions ( the tabbed interface is dead sexy ) Thank you so much for your kind compliment. > I am searching for some documentation on the exactly what elixus extended. Is > there any such doc, or do I need to start diff'ing source code? Currently, we support two "editions" of RT. One is rt-elixus, a workflow-oriented RT branch: http://rt.elixus.org/ (demo) http://rt.elixus.org/NoAuth/docs/ (docs) Another is rt-foundry, a sf.net clone for collaborated software development, including mailing list, tracker, wiki, version control, file download, etc: http://rt.openfoundry.org/ (demo) http://aut.dyndns.org/foundry-intro/ (slides in English) http://rt.openfoundry.org/NoAuth/docs/ (docs) both has loads of other materials, including installation guide, design notes, spec, qa plan, etc... But currently, all of them are in Chinese. There are currently no immediate plans to translate the documents to English, but we can certainly be contracted into doing that. > Again, allow me to express how extremely impressed I am with this product. > I will be pushing for a support contract once I can prove it works the way > management ( sigh ) would like. So, let me know if you can somehow fund us to do an English translation of current and new documentations. :-) Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 187 bytes Desc: ????????? URL: From js138 at eng.cam.ac.uk Wed Nov 12 10:23:49 2003 From: js138 at eng.cam.ac.uk (J. Sloan) Date: Wed, 12 Nov 2003 15:23:49 +0000 (GMT) Subject: [rt-users] Problem with CC on ticket creation In-Reply-To: References: Message-ID: On Wed, 12 Nov 2003, Marshall, Darren wrote: > Hi, > > There's probably a simple reason for this that I've managed to overlook, > if so my apologies. When I create a ticket via the web gui, and add > recipients I want to be copied to the Cc: box, they are not copied on > the ticket creation.If I add the same users to the Admin Cc field, then > the users get notification.Any ideas?. > > Regards Darren Yes. Examine the 'On Create' scrips both globally and for that queue. I suspect you'll have one which notifies AdminCCs but not one which notifies CCs on ticket creation. You don't mention which version of RT, so I'm not sure exactly which scrips you'll have by default. In RT2, the defaults are relatively sane but have a few surprises for the unwary, as I discovered the hard way. I can't comment on the RT3 defaults since I replaced them all anyway. John From darren.marshall at intechnology.co.uk Wed Nov 12 10:46:54 2003 From: darren.marshall at intechnology.co.uk (Marshall, Darren) Date: Wed, 12 Nov 2003 15:46:54 -0000 Subject: [rt-users] RE: Problem with CC on ticket creation Message-ID: Thanks for the pointer, I've now added a scrip for the queue that does the right thing on ticket create, however I have another question if I may trouble you?. When I create a ticket and attach a file, the ticket gets created and people in the Cc and AdminCc list get copied however the attachement doesn't seem to get attached to the ticket nor do people on the CC lits get the attachement. In the ticket history I see - Wed Nov 12 15:41:50 2003 root - Ticket created [Reply] [Comment] Subject: dsnmcmnnccxz Subject: draftmanual.pdf The second subject line contains the name of the attachment but the file isn't attached, any ideas?. Thanks ! Darren -----Original Message----- From: seph [mailto:seph at directionless.org] Sent: 12 November 2003 15:12 To: Marshall, Darren Subject: Re: Problem with CC on ticket creation > There's probably a simple reason for this that I've managed to > overlook, if so my apologies. When I create a ticket via the web > gui, and add recipients I want to be copied to the Cc: box, they are > not copied on the ticket creation.If I add the same users to the > Admin Cc field, then the users get notification.Any ideas?. What email is sent to who is controled by your scrips. What are they? seph ________________________________________________________________________ This message has been checked for all known viruses by the CitC Virus Scanning Service powered by SkyLabs. For further information visit http://www.citc.it ___ ________________________________________________________________________ This message has been checked for all known viruses by the CitC Virus Scanning Service powered by SkyLabs. For further information visit http://www.citc.it ___ From Malek.Shabou at nic.fr Wed Nov 12 11:59:59 2003 From: Malek.Shabou at nic.fr (Malek Shabou) Date: Wed, 12 Nov 2003 17:59:59 +0100 Subject: [rt-users] probleme with DBIx-SearchBuilder-0.93_04 Message-ID: <20031112165959.GA28038@fairuz.nic.Fr> hi, i am running rt 3.0.6, and since i have upgraded the search builder to: DBIx-SearchBuilder-0.93_04, every time i made a search i have this error: error: Can't call method "quote" on an undefined value at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 645. context: ... 640: 641: #if we're explicitly told not to to quote the value or 642: # we're doing an IS or IS NOT (null), don't quote the operator. 643: 644: if ( $args{'QUOTEVALUE'} && $args{'OPERATOR'} !~ /IS/ ) { 645: $args{'VALUE'} = $self->_Handle->dbh->quote( $args{'VALUE'} ); 646: } 647: } 648: ... code stack: /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm:644 /usr/local/rt3/lib/RT/SearchBuilder.pm:132 /usr/local/rt3/lib/RT/Tickets_Overlay_SQL.pm:382 /usr/local/rt3/lib/RT/Tickets_Overlay.pm:2007 /usr/local/rt3/lib/RT/Tickets_Overlay.pm:1722 /usr/local/rt3/share/html/Search/Listing.html:104 /usr/local/rt3/share/html/autohandler:189 -- 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 torkil at lv.fo Wed Nov 12 13:44:51 2003 From: torkil at lv.fo (Torkil Zachariassen) Date: Wed, 12 Nov 2003 18:44:51 +0000 Subject: [rt-users] rt on fedora ? In-Reply-To: <6.0.0.22.2.20031111191809.02905e10@pop.mail.yahoo.com> References: <3FB15A62.8000506@lv.fo> <6.0.0.22.2.20031111191809.02905e10@pop.mail.yahoo.com> Message-ID: <3FB27FA3.3080807@lv.fo> Michael S. Liebman wrote: > At 04:53 PM 11/11/2003, Torkil Zachariassen wrote: >> Requires: perl-DBI >= 1.18 > > I believe the currently preferred form for Perl module dependencies is > something like perl(DBI), Yes, "Requires: perl(MODULE)" seems to work fine. It also seems to work if I just drop all the requirements. The sneek in again somehow, and show up when rpm -Uvh rt-3.0.6.i386.rpm is run. > Also, it looks like your list of module dependencies is seriously out of > date. Have a look at the sbin/rt-test-dependencies script for what you > will need in the spec file. > Since you are working on a spec file for > RedHat, be sure to require a mod_perl2 that isn't (more seriously) broken. Installed are httpd-2.0.47-10, mod_perl-1.99_09-10, mysql-3.23.58-4 and all the perl rpm's within fedora. Is this mod_perl broken? Sounds like you are suggesting this command to me (cf. the README) $ ./rt-test-dependencies --with-modperl1 --with-mysql perl: 5.8.0...found CORE dependencies: Digest::MD5 2.27...found DBI 1.37...found Test::Inline ...MISSING Class::ReturnValue 0.40...MISSING DBIx::SearchBuilder 0.92...MISSING Text::Template ...MISSING File::Spec 0.8...found HTML::Entities ...found Net::Domain ...found Log::Dispatch 2.0...MISSING Locale::Maketext 1.06...found Locale::Maketext::Lexicon 0.25...MISSING Locale::Maketext::Fuzzy ...MISSING MIME::Entity 5.108...MISSING Mail::Mailer 1.57...MISSING Net::SMTP ...found Text::Wrapper ...MISSING Time::ParseDate ...MISSING File::Temp ...found Term::ReadKey ...found Text::Autoformat ...MISSING Text::Quoted ...MISSING MODPERL1 dependencies: CGI ...found Apache::Request ...MISSING Apache::DBI 0.92...MISSING MYSQL dependencies: DBD::mysql 2.1018...found CLI dependencies: Getopt::Long 2.24...found MAILGATE dependencies: HTML::TreeBuilder ...MISSING HTML::FormatText ...MISSING Getopt::Long ...found LWP::UserAgent ...found DEV dependencies: Regexp::Common ...MISSING Time::HiRes ...found Test::Inline ...MISSING WWW::Mechanize ...MISSING MASON dependencies: Params::Validate 0.02...MISSING Cache::Cache ...MISSING Exception::Class ...MISSING HTML::Mason 1.16...MISSING MLDBM ...MISSING Errno ...found FreezeThaw ...MISSING Digest::MD5 2.27...found CGI::Cookie 1.20...found Storable ...found Apache::Session 1.53...MISSING Obviously I am still missing something. # rpm -Uvh --test /home/torkil/tmp/RPMS/i386/rt-3.0.6-1.i386.rpm error: Failed dependencies: perl(DBIx::SearchBuilder) is needed by rt-3.0.6-1 perl(DBIx::SearchBuilder::Record::Cachable) is needed by rt-3.0.6-1 perl(Encode::compat) is needed by rt-3.0.6-1 perl(Locale::Maketext::Lexicon) >= 0.25 is needed by rt-3.0.6-1 perl(Log::Dispatch) >= 1.6 is needed by rt-3.0.6-1 perl(MIME::Entity) is needed by rt-3.0.6-1 perl(MIME::Head) is needed by rt-3.0.6-1 perl(MIME::Parser) is needed by rt-3.0.6-1 perl(MIME::Words) is needed by rt-3.0.6-1 perl(Mail::Address) is needed by rt-3.0.6-1 perl(RT::Tickets_Overlay_SQL) is needed by rt-3.0.6-1 perl(Regexp::Common) is needed by rt-3.0.6-1 perl(Text::Template) is needed by rt-3.0.6-1 Now most of these can be found on CPAN (look into /modules/02packages.details.txt.gz ). I will look into converting CPAN tar balls to rpm's using cpanflute2. The execptions is RT::Tickets_Overlay_SQL, which seems to be provided by rt itself, along with a bunch of other RT:: modules. Wonder how this should be handled. And lastly: I try to install using rpm (and yum) only, and would really like not to use something like "perl -MCPAN -e ". From darren.marshall at intechnology.co.uk Wed Nov 12 14:06:03 2003 From: darren.marshall at intechnology.co.uk (Marshall, Darren) Date: Wed, 12 Nov 2003 19:06:03 -0000 Subject: [rt-users] Problem with attaching documents to tickets Message-ID: Hi, Does anyone have a fix for attaching PDF documents to tickets on rt3.0.5? From the web gui if I attach a pdf file it doesn't show up as an attachment, all I get is a ticket update with a subject line containing the filename of the PDF document. Anyone else seeing this? I'm running RT 3.0.5 on Redhat9, mod_fastcgi-2.4, perl, v5.8.0, mysql-server-3.23.54a-11, please let me know if any more info will be usefull. Also if I attach a Visio diagram to a ticket, this seems to work ok but if I click on the attachment in a ticket and then click on open rather than download then the document never opens and the browser window just times out.If I click on download and then open the downloaded copy of the attachement then all is well. Help please! Other than the above attachment issues, RT3 is absolutely great, thanks to all who've contributed to its being. Regards Darren ________________________________________________________________________ This message has been checked for all known viruses by the CitC Virus Scanning Service powered by SkyLabs. For further information visit http://www.citc.it ___ From seph at directionless.org Wed Nov 12 15:33:57 2003 From: seph at directionless.org (seph) Date: Wed, 12 Nov 2003 15:33:57 -0500 Subject: [rt-users] Re: Problem with CC on ticket creation In-Reply-To: (Darren Marshall's message of "Wed, 12 Nov 2003 15:46:54 -0000") References: Message-ID: > Thanks for the pointer, I've now added a scrip for the queue that > does the right thing on ticket create, however I have another > question if I may trouble you?. you should really read the docs, and search the mailing list archives. both of these have been answered. > When I create a ticket and attach a file, the ticket gets created > and people in the Cc and AdminCc list get copied however the > attachement doesn't seem to get attached to the ticket nor do people > on the CC lits get the attachement. this has come up on rt-users before. I'm pretty sure I saw an NotifyWithAttachment scrip action somewhere too. maybe contrib. seph From tgerla at outsourcefinancial.com Wed Nov 12 16:36:32 2003 From: tgerla at outsourcefinancial.com (Tim Gerla) Date: Wed, 12 Nov 2003 14:36:32 -0700 Subject: [rt-users] rt on fedora ? In-Reply-To: <3FB27FA3.3080807@lv.fo> References: <3FB15A62.8000506@lv.fo> <6.0.0.22.2.20031111191809.02905e10@pop.mail.yahoo.com> <3FB27FA3.3080807@lv.fo> Message-ID: <3FB2A7E0.2020807@outsourcefinancial.com> Torkil Zachariassen wrote: > Michael S. Liebman wrote: > >> At 04:53 PM 11/11/2003, Torkil Zachariassen wrote: >> >>> Requires: perl-DBI >= 1.18 >> >> >> I believe the currently preferred form for Perl module dependencies is >> something like perl(DBI), > > > Yes, "Requires: perl(MODULE)" seems to work fine. It also seems to work > if I just drop all the requirements. The sneek in again somehow, and > show up when rpm -Uvh rt-3.0.6.i386.rpm is run. > >> Also, it looks like your list of module dependencies is seriously out >> of date. Have a look at the sbin/rt-test-dependencies script for what >> you will need in the spec file. > > > Since you are working on a spec file for > >> RedHat, be sure to require a mod_perl2 that isn't (more seriously) >> broken. > > > Installed are httpd-2.0.47-10, mod_perl-1.99_09-10, mysql-3.23.58-4 and > all the perl rpm's within fedora. Is this mod_perl broken? > > Sounds like you are suggesting this command to me (cf. the README) > > $ ./rt-test-dependencies --with-modperl1 --with-mysql > Mod_perl 1.99 is actually mod_perl 2, so you should use: --with-modperl2 instead. I just installed RT 3.0.6 (plus custom hacks ported from 3.0.4) on an FC1 system using stock httpd and mod_perl. I used CPAN to install all of the perl modules. Only had a little bit of trouble with Apache::Request--I had to download a development release from the package's web site: http://apache.mirrors.pair.com/httpd/libapreq/libapreq2-2.01_03-dev.tar.gz I know that installing all of the modules by hand sucks--maybe this new project will help: http://rpmpan.sourceforge.net/ It looks like you could probably get most of the deps there. Good luck! Tim Gerla -- Programmer, Outsource Financial Services, LLC tgerla at outsourcefinancial.com From pdh at snapgear.com Wed Nov 12 16:57:37 2003 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 13 Nov 2003 07:57:37 +1000 Subject: [rt-users] RE: Problem with CC on ticket creation In-Reply-To: References: Message-ID: <20031112215737.GP775@moreton.com.au> Marshall, Darren wrote: > When I create a ticket and attach a file, the ticket gets created and > people in the Cc and AdminCc list get copied however the attachement > doesn't seem to get attached to the ticket nor do people on the CC lits > get the attachement. The template you're using to send to the CCs doesn't include the necessary RT-Attach-Message header magic, at a guess. -- 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 Chris.Shenton at hq.nasa.gov Wed Nov 12 11:55:03 2003 From: Chris.Shenton at hq.nasa.gov (Chris Shenton) Date: Wed, 12 Nov 2003 11:55:03 -0500 Subject: [rt-users] Exporting/printing history from tickets? (bounce test 3) Message-ID: <867k258b0v.fsf@Palimpsest.saic.hq.nasa.gov> [I had bounces the first two times I tried to send this to the list, Jesse asked me to try once more. I think the first time I sent it I was not subscribed, and when I re-sent, I inadvertently used the bounce message's hidden header: Delivered-To: rt-users at pallas.eruditorum.org So I suspect this one will go through. Sorry for the noise. ] I've been using RT3 as we develop/deploy a service. We have a handful of folks on this project and I use it to assign tasks to people, prioritize, etc. Standard stuff. I'm also using it myself as a kind of note-taking and archive of my attempts, failures and successes along the way. For example: I have a task, try and build the software, encounter problems -- document what I did and what it didn't do in a ticket for the task. As I figure out what's wrong and come up with a solution, I document that too -- by adding Comments. When I finish the task I "Resolve" the ticket, knowing that knowledge has been captured. I used to do this in text files but find RT3 does a better job at maintaining stuff than I do :-). Eventually, I'd like to grab that collected experience in some other format, perhaps I'll convert it into a HOWTO doc or something, an an Install Guide for our other techs. Any recommendations on how I should "export" this data? I'm not sure what kind of format I'd like but imagine RT3 has features for generating database-style "reports" on various things, possibly with scrips templates (which I haven't used yet). Have others done stuff like this, and what did you do? Thanks. From glen.epperson at kabira.com Wed Nov 12 18:07:38 2003 From: glen.epperson at kabira.com (Glen Epperson) Date: Wed, 12 Nov 2003 15:07:38 -0800 Subject: [rt-users] Queue assignment on SelfService ticket(was rt-users@lists.fsck.com ) Message-ID: > Justin Burdine wrote: > > I am curious, how I enable or navigate to the "self service" gui. I > > have heard lots of hints about it... but I can't seem to find any clear > > description of how to set it up or use it. Is there a clear cut how to > > on enabeling Self Service? any help would be great. > You could add /SelfService to base URL in Browser. > Also it's default interface for unpriveleged users and with right to > access WebUI. This options on user configuration page. > Just create new account with password and try it. > Has anyone attempted to automatically assign the queue upon creation of a self service ticket? I can't seem to find anywhere that I could assign this value to the users account. I imagine that it could be done by either using the users incoming email address or the less reliable method of parsing keywords in the message. It can be accomplished if the user submits the ticket via a pre-determined email alias attached to the queue. But that would require two steps. Any assistance would be greatly appreciated. -Glen Epperson From lewis at twmn.net Wed Nov 12 20:55:22 2003 From: lewis at twmn.net (Lewis) Date: Thu, 13 Nov 2003 03:55:22 +0200 Subject: [rt-users] A very simple question from a newbie.. In-Reply-To: Message-ID: <006001c3a989$33064b10$d17f91c2@3litros> Hello all, We intend to use RT in our non-commercial wireless network, So, we want to allow everyone to create a login and use the system... Is there any way to do this ? From rspier at pobox.com Wed Nov 12 21:16:48 2003 From: rspier at pobox.com (Robert Spier) Date: Wed, 12 Nov 2003 18:16:48 -0800 Subject: [rt-users] rt on fedora ? In-Reply-To: <3FB27FA3.3080807@lv.fo> References: <3FB15A62.8000506@lv.fo> <6.0.0.22.2.20031111191809.02905e10@pop.mail.yahoo.com> <3FB27FA3.3080807@lv.fo> Message-ID: > > Installed are httpd-2.0.47-10, mod_perl-1.99_09-10, mysql-3.23.58-4 and > all the perl rpm's within fedora. Is this mod_perl broken? You really want to be using mysql4. -R From seph at directionless.org Wed Nov 12 21:57:45 2003 From: seph at directionless.org (seph) Date: Wed, 12 Nov 2003 21:57:45 -0500 Subject: [rt-users] Re: Problem with CC on ticket creation In-Reply-To: (seph@directionless.org's message of "Wed, 12 Nov 2003 15:33:57 -0500") References: Message-ID: >> When I create a ticket and attach a file, the ticket gets created >> and people in the Cc and AdminCc list get copied however the >> attachement doesn't seem to get attached to the ticket nor do people >> on the CC lits get the attachement. > > this has come up on rt-users before. I'm pretty sure I saw an > NotifyWithAttachment scrip action somewhere too. maybe contrib. correcting myself, NotifyWithAttachment was for rt2. rt3 should be dealing. sorry seph From m-liebman at northwestern.edu Wed Nov 12 22:19:40 2003 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 12 Nov 2003 22:19:40 -0500 Subject: [rt-users] Defult transaction template problem In-Reply-To: <00bc01c3a933$93f689e0$9600a8c0@inatlantis.dom> References: <008701c3a916$cab9e160$9600a8c0@inatlantis.dom> <20031112145848.GA22607@SDF.LONESTAR.ORG> <00bc01c3a933$93f689e0$9600a8c0@inatlantis.dom> Message-ID: <6.0.0.22.2.20031112221638.02917fd8@pop.mail.yahoo.com> In the future, please reply to the list. At 10:42 AM 11/12/2003, niconico wrote: >The link is correctly generated (example: http://helpdesk.exampledomain.dom/Ticket/Display.html?id=1813 >) but when i >see it in outlook it isnt a link. My best guess is this is just Outlook's brokenness on not fully comprehending URLs. If it only highlights a portion of the URL, then that would support my theory. Regardless, if the URL is properly constructed and works when cut and pasted into a web browser, then this is not an RT problem but an MUA problem. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From m-liebman at northwestern.edu Wed Nov 12 22:30:08 2003 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 12 Nov 2003 22:30:08 -0500 Subject: [rt-users] rt on fedora ? In-Reply-To: <3FB27FA3.3080807@lv.fo> References: <3FB15A62.8000506@lv.fo> <6.0.0.22.2.20031111191809.02905e10@pop.mail.yahoo.com> <3FB27FA3.3080807@lv.fo> Message-ID: <6.0.0.22.2.20031112222139.02976b58@pop.mail.yahoo.com> At 01:44 PM 11/12/2003, Torkil Zachariassen wrote: >Yes, "Requires: perl(MODULE)" seems to work fine. It also seems to work if >I just drop all the requirements. The sneek in again somehow, and show up >when rpm -Uvh rt-3.0.6.i386.rpm is run. Well, if you are trying to build an accurate spec file, then you need to include all of the dependencies in the spec. If you are just trying to get it to install, then you are probably better off using the supplied tools and compiling from source. (I'm not trying to start an argument on the merits of only installing RPM packages vs. compiling from source, but just explaining some of my recent experiences with trying to force feed RPM packages into a system.) >Installed are httpd-2.0.47-10, mod_perl-1.99_09-10, mysql-3.23.58-4 and >all the perl rpm's within fedora. Is this mod_perl broken? That mod_perl should be new enough and it is probably safe to use that version in as the dependency in the spec file. >$ ./rt-test-dependencies --with-modperl1 --with-mysql Just to reiterate, mod_perl-1.99 the development version of mod_perl2 and you should use --with-modperl2 when appropriate. >The execptions is > >RT::Tickets_Overlay_SQL, which seems to be provided by rt itself, along >with a bunch of other RT:: modules. Wonder how this should be handled. It shouldn't be handled as a requires in the spec file. It is just a file in the package. Are you using an automated tool to generate the spec file? Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From Agustin.Lopez at uv.es Thu Nov 13 05:29:26 2003 From: Agustin.Lopez at uv.es (Agustin.Lopez at uv.es) Date: Thu, 13 Nov 2003 11:29:26 +0100 (CET) Subject: [rt-users] Problem: Missing INPUT Forms Variables Message-ID: <1488775261lopezj@uv.es> Hello, all! I am having a strange problem with CGI / Mason / RT3. In one installation with Perl 5.6 all it works Ok. I have copied the installation to use in the same machine with Perl 5.8 (of course, I have download other time the Perl modules). All works Ok except that the input variables are missing. When I submit a POST Form any value is sent to RT3. With GET works Ok. Any pointer? Regards, Agustin -- ====================================================== | Jose Agustin Lopez Bueno | | E-Mail: Agustin.Lopez at uv.es | | Home Page: http://www.uv.es/~lopezj/ | | http://www.uv.es/postman/ | | Tfnos: +34-96-3544310 +34-96-3543129 | | Fax: +34-96-3544200 | | Servicio de Informatica, Univ. de Valencia, Spain | ====================================================== From rt at mas.ml1.net Thu Nov 13 05:58:22 2003 From: rt at mas.ml1.net (rt at mas.ml1.net) Date: Thu, 13 Nov 2003 10:58:22 +0000 Subject: [rt-users] occasional "Unsupported conversion" error in autohandler Message-ID: <6646393.1068721102@[192.168.0.235]> Hi all, I'm getting an occasional error doing various operations through the web interface. I've tried to reproduce it and failed, but it keeps recurring from time to time, on operations from "Update"ing a ticket to changing the Watchers on a ticket, then I can do the same operation five minutes later without a problem. >From reading the autohandler code it looks like it has something to do with utf8 handling, but I don't know enough about that area to be sure. I'm using Perl 5.6.1 on RedHat 7.3. I've pasted the pretty-printed error output below, which seems to be the same each time; I can send you the raw error output if that's necessary. Any suggestions? Thanks for your help. michael ----- Error Output Follows ----- System error error: Unsupported conversion: Invalid argument at /usr/lib/perl5/site_perl/5.6.1/Encode/compat/common.pm line 115. context: ... 111: } map { 112: Encode::Alias->find_alias($_) || lc($_) 113: } ($_[1], $_[2]); 114: 115: my $result = ($from eq $to) ? $_[0] : ( 116: $decoder{$from, $to} ||= Text::Iconv->new( $from, $to ) 117: )->convert($_[0]); 118: 119: return $result; ... code stack: /usr/lib/perl5/site_perl/5.6.1/Encode/compat/common.pm:115 g /usr/lib/perl5/site_perl/5.6.1/Encode/compat/common.pm:91 g /usr/local/rt-3.0.6/share/html/autohandler:40 g From a.sanchez at ciemat.es Thu Nov 13 06:14:05 2003 From: a.sanchez at ciemat.es (Antonio Sanchez) Date: Thu, 13 Nov 2003 12:14:05 +0100 Subject: [rt-users] redirect in search Message-ID: <021b01c3a9d7$401cd500$396e0a0a@ciemat.es> Hi Can someone help me? When search in index page, my browser receive a page with: The document has moved here I want that my search jumps directly at the page of ticket if it exists, How can I make it? Thanks Antonio S?nchez a.sanchez at ciemat.es Sistemas de Gesti?n Documental Dpto. Inform?tica Ciemat From cubic at acronis.ru Thu Nov 13 06:17:32 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 13 Nov 2003 14:17:32 +0300 Subject: [rt-users] redirect in search In-Reply-To: <021b01c3a9d7$401cd500$396e0a0a@ciemat.es> References: <021b01c3a9d7$401cd500$396e0a0a@ciemat.es> Message-ID: <3FB3684C.106@acronis.ru> Antonio Sanchez wrote: > Hi > Can someone help me? > When search in index page, my browser receive a page with: > > The document has moved here > > I want that my search jumps directly at the page of ticket if it exists, How > can I make it? May be you have some redirect directives in Apache config? > > Thanks From a.sanchez at ciemat.es Thu Nov 13 06:31:25 2003 From: a.sanchez at ciemat.es (Antonio Sanchez) Date: Thu, 13 Nov 2003 12:31:25 +0100 Subject: [rt-users] redirect in search References: <021b01c3a9d7$401cd500$396e0a0a@ciemat.es> <3FB3684C.106@acronis.ru> Message-ID: <029401c3a9d9$ac0ce730$396e0a0a@ciemat.es> ----- Original Message ----- From: "Ruslan U. Zakirov" > May be you have some redirect directives in Apache config? I dont think so. I looked my httpd.conf and i havent any redirect directive there. Antonio S?nchez a.sanchez at ciemat.es Sistemas de Gesti?n Documental Dpto. Inform?tica Ciemat From pdh at snapgear.com Thu Nov 13 07:22:03 2003 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 13 Nov 2003 22:22:03 +1000 Subject: [rt-users] occasional "Unsupported conversion" error in autohandler In-Reply-To: <6646393.1068721102@[192.168.0.235]> References: <6646393.1068721102@[192.168.0.235]> Message-ID: <20031113122203.GA8676@moreton.com.au> rt at mas.ml1.net wrote: > error: Unsupported conversion: Invalid argument at > /usr/lib/perl5/site_perl/5.6.1/Encode/compat/common.pm line 115. You really *really* do not want to be using perl 5.6.x with UTF character sets. Really. -- 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 rt at mas.ml1.net Thu Nov 13 07:44:03 2003 From: rt at mas.ml1.net (rt at mas.ml1.net) Date: Thu, 13 Nov 2003 12:44:03 +0000 Subject: [rt-users] occasional "Unsupported conversion" error in autohandler In-Reply-To: <20031113122203.GA8676@moreton.com.au> References: <6646393.1068721102@[192.168.0.235]> <20031113122203.GA8676@moreton.com.au> Message-ID: <12988173.1068727442@[192.168.0.235]> --On 13 November 2003 22:22 +1000 Phil Homewood wrote: > rt at mas.ml1.net wrote: >> error: Unsupported conversion: Invalid argument at >> /usr/lib/perl5/site_perl/5.6.1/Encode/compat/common.pm line 115. > > You really *really* do not want to be using perl 5.6.x with > UTF character sets. Really. Yeah, I know, and I didn't think I was; or at least, I'm trying not to. :) I changed @LexiconLanguages to en only, @EmailInputEncodings to iso-8859-1 and us-ascii, and @EmailOutputEncoding to iso-8859-1. Neither I nor anyone else will be creating tickets in anything but English, so I've tried to turn off utf8 stuff everywhere I can. Is there anything else I can to do to make sure that RT isn't using UTF characters? Because that's really what I want. Aside from that, do you think this is a UTF problem? Sorry, maybe that's an obvious question, but it's not clear to me. Thanks for your help! michael From maxb at ukf.net Thu Nov 13 09:04:11 2003 From: maxb at ukf.net (Max Bowsher) Date: Thu, 13 Nov 2003 14:04:11 -0000 Subject: [rt-users] redirect in search References: <021b01c3a9d7$401cd500$396e0a0a@ciemat.es> Message-ID: <00c201c3a9ef$061d5790$78d96f83@starfruit> Antonio Sanchez wrote: > Hi > Can someone help me? > When search in index page, my browser receive a page with: > > The document has moved here > > I want that my search jumps directly at the page of ticket if it > exists, How can I make it? I've seen this too, on a stock RH9 box. It looks like Apache is generating a redirect, but the 30x HTTP status code is somehow being turned into 200, somewhere. I'm not sure why this is. Max. From a.sanchez at ciemat.es Thu Nov 13 09:11:15 2003 From: a.sanchez at ciemat.es (Antonio Sanchez) Date: Thu, 13 Nov 2003 15:11:15 +0100 Subject: [rt-users] redirect in search References: <021b01c3a9d7$401cd500$396e0a0a@ciemat.es> <00c201c3a9ef$061d5790$78d96f83@starfruit> Message-ID: <03ec01c3a9ef$fff574a0$396e0a0a@ciemat.es> > I've seen this too, on a stock RH9 box. Well im using rh9 > It looks like Apache is generating a redirect, but the 30x HTTP status code > is somehow being turned into 200, somewhere. And someone know how can i solve it? Antonio S?nchez a.sanchez at ciemat.es Sistemas de Gesti?n Documental Dpto. Inform?tica Ciemat From m-liebman at northwestern.edu Thu Nov 13 09:20:28 2003 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Thu, 13 Nov 2003 09:20:28 -0500 Subject: [rt-users] redirect in search In-Reply-To: <021b01c3a9d7$401cd500$396e0a0a@ciemat.es> References: <021b01c3a9d7$401cd500$396e0a0a@ciemat.es> Message-ID: <20031113142027.GA19652@SDF.LONESTAR.ORG> On Thu, Nov 13, 2003 at 12:14:05PM +0100, Antonio Sanchez wrote: > When search in index page, my browser receive a page with: > > The document has moved here > > I want that my search jumps directly at the page of ticket if it exists, How > can I make it? This is a known problem with mod_perl2. If you don't want to see it, change to fastcgi. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From rchartier at viaconsultants.com Thu Nov 13 10:04:54 2003 From: rchartier at viaconsultants.com (=?iso-8859-1?Q?R=E9jean_Chartier?=) Date: Thu, 13 Nov 2003 10:04:54 -0500 Subject: [rt-users] Watcher tables Message-ID: <000501c3a9f7$83c18560$0d3da8c0@headoffice.viaconsultants.com> HI All I?m a new user wit RT and I want to know if somebody can help me.: I want to build a report with Crystal Report and RT (MySQL). In release RT2 the requestor was on the table Watcher.(based on the documentation) In release RT3, the Watcher table does not exist anymore. Where I can find the requestor? On which table? Thanks for your help. R?jean Chartier Directeur Centre d?expertise et de support SAP Director SAP Consulting and Support Center Via Consultants Inc. SAP Professionals Across Canada 261 rue Saint-Jacques, 5eme Etage Montreal, Que, H2Y 1M6 Tel: 1-514-494-3262 Cel: 1-514-605-6200 Fax: 1-514-494-2665 Free: 1-888-VIA-3227 rchartier at viaconsultants.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jhogenmiller at pennswoods.net Thu Nov 13 10:30:42 2003 From: jhogenmiller at pennswoods.net (John Hogenmiller) Date: Thu, 13 Nov 2003 10:30:42 -0500 Subject: [rt-users] phone & walk-ins Message-ID: <3FB3A3A2.9090709@pennswoods.net> List, I'm trying to use RT for something it doesn't appear to be designed for. I am planning to create tickets for people that walk into our store or call in by telephone. I have created a user object in rt called "walkin" that has no email address. When creating the ticket I enter walkin as the requestor, and a Name & Telephone number as the subject line. This works fine, but I would like to put the customer's name as the requestor. Is there anything I can change so the default behavior is to not assume an email address if no matching username is found? Has anyone else done anything like this and has a better way? Perhaps "the way"? Pointers to the FM are welcome. Thanks in advance, -John From nemir at hotmail.com Thu Nov 13 11:59:26 2003 From: nemir at hotmail.com (nemir nemiria) Date: Thu, 13 Nov 2003 16:59:26 +0000 Subject: [rt-users] confused newbie is back Message-ID: If you recall in our last installent I was asking for some background info on installing onto a RH9 platform. I got enough to bolster my confidence so I soldiered through. I am a complete newbie with both Perl and with CPAN. I am a complete newbie with mysql (or postgresql for that matter). I am moderately experienced with apache. (well once I was very up on it, but that was several lifetimes ago. A bit rusty. And I decided to go with the default RH installed apps to see if I could make them work, so this is my first look at 2.0) I seem to have done alright thus far. I got it downloaded and compiled. came up with a bit of an issue trying to get the dependencies installed and got past that. Set up my apache config okay. Made note to edit the Makefile file before I ran make install, to set the rt_user account name (simply 'rt' in my case) and the password for this account. Ran make install. did httpd -t to double check the config (the error about the docroot not existing had gone away as expected). did a reboot of the box, just to make sure everything started up okay, and it all looked green and started. I tried to connect to my webserver. I get me an error. A 500 error (internal misconfiguration) Usually means that the apache was trying to do something that it couldn't figure out how to do. Anyone who tries to tell you that computers are smart doesn't know beans about computers. This apache of mine is trying to do stuff that jsut makes no sense to me. I looked in the apache error log (/etc/httpd/logs/error_log) and found the following set of errors relating to my hit on it. [Fri Nov 14 23:45:42 2003] [error] [client 172.30.35.70] Connect Failed Access denied for user: 'rt at localhost' (Using password: YES)! at /usr/local/rt/lib/RT.pm line 149! DBI connect('dbname=rt3;host=localhost','rt',...) failed: Access denied for user: 'rt at localhost' (Using password: YES) at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 132 [Fri Nov 14 23:45:42 2003] [error] [client 172.30.35.70] Connect Failed Access denied for user: 'rt at localhost' (Using password: YES)! at /usr/local/rt/lib/RT.pm line 149! I do a check on the lists, the first post I came up with asks me to edit the Makefile before I run make install, Well it is a bit late for that now, but fortunately I did. Did my changing the name of the account make a difference? Is there some more I have to do with mysql than setting up a root account with a password? I did change the RT_SiteConfig.pm file to reflect these values. in fact my file now looks a lot like this: 2; Set($rtname , "bleh.com.au"); Set($Organization , "bleh.com.au"); Set($DatabaseUser , 'rt'); Set($DatabasePassword , 'bleh'); Set($OwnerEmail , 'nemir at hotmail.com'); Set($MaxAttachmentSize , 10000000); Set($CorrespondAddress , 'issues at bleh.com.au'); Set($CommentAddress , 'issues at bleh.com.au'); Set($WebBaseURL , "http://issues.blehl.com.au"); Note that I found that number at the top and I assumed that I should increment it, so I did. It started out as a 1; It would be great to get past this and into the bit that means I get to trial the thing. :-) I am expecting that there is something in mysql that I need to do yet, but that I haven't seen documented anywhere, but I have been known to be very wrong about these things. I did run a command earlier that went something like: mysqladmin -u nemir password 'bleh' to create an account for me. Should I have created an account called root there? Is there a database created by default? what do I need to do to create one if not...? One other question that is more about site architecture... I am wanting to create two very separate job types here, one for the development team to track application bugs and enhancement requests, one for the support team to track maintenance jobs. There is no real overlap there. Should I create two separate Dbs for this, or just one? Is it easy to configure RT to look at two separate DBs? Thanks! nemir _________________________________________________________________ Hot chart ringtones and polyphonics. Go to http://ninemsn.com.au/mobilemania/default.asp From JDiaz at esabel.net Thu Nov 13 12:11:54 2003 From: JDiaz at esabel.net (Jaime Diaz) Date: Thu, 13 Nov 2003 14:11:54 -0300 Subject: [rt-users] confused newbie is back Message-ID: <3A54947595874945B59D87BAF4FC0BAA2A4A9B@svrmail001.esabel.com> Once you install MySQL you have the root account with no password (that you should change, by the way). It is possible to use the root account for RT (changing RT_Siteconfig.pm accordingly), but I wouldn't recommend so. Your apache log shows that there is a problem with the user you are using to connect to the RT's database. If you're newbie to MySQL, I think it will be better for you if you use something like phpMyAdmin to administrate. You have created the RT's database if you executed the "make initialize-database" during the installation. To check this out, you could change this parameters: Set($DatabaseUser , 'rt'); Set($DatabasePassword , 'bleh'); to "root" and leave the password field blank (you probably haven't changed it). If it works, then create a new user in mysql and use that instead of the root account (remember to restart Apache so changes take effect). Hope it helps you. J. -----Original Message----- From: nemir nemiria [mailto:nemir at hotmail.com] Sent: Jueves, 13 de Noviembre de 2003 01:59 p.m. To: rt-users at lists.fsck.com Subject: [rt-users] confused newbie is back If you recall in our last installent I was asking for some background info on installing onto a RH9 platform. I got enough to bolster my confidence so I soldiered through. I am a complete newbie with both Perl and with CPAN. I am a complete newbie with mysql (or postgresql for that matter). I am moderately experienced with apache. (well once I was very up on it, but that was several lifetimes ago. A bit rusty. And I decided to go with the default RH installed apps to see if I could make them work, so this is my first look at 2.0) I seem to have done alright thus far. I got it downloaded and compiled. came up with a bit of an issue trying to get the dependencies installed and got past that. Set up my apache config okay. Made note to edit the Makefile file before I ran make install, to set the rt_user account name (simply 'rt' in my case) and the password for this account. Ran make install. did httpd -t to double check the config (the error about the docroot not existing had gone away as expected). did a reboot of the box, just to make sure everything started up okay, and it all looked green and started. I tried to connect to my webserver. I get me an error. A 500 error (internal misconfiguration) Usually means that the apache was trying to do something that it couldn't figure out how to do. Anyone who tries to tell you that computers are smart doesn't know beans about computers. This apache of mine is trying to do stuff that jsut makes no sense to me. I looked in the apache error log (/etc/httpd/logs/error_log) and found the following set of errors relating to my hit on it. [Fri Nov 14 23:45:42 2003] [error] [client 172.30.35.70] Connect Failed Access denied for user: 'rt at localhost' (Using password: YES)! at /usr/local/rt/lib/RT.pm line 149! DBI connect('dbname=rt3;host=localhost','rt',...) failed: Access denied for user: 'rt at localhost' (Using password: YES) at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 132 [Fri Nov 14 23:45:42 2003] [error] [client 172.30.35.70] Connect Failed Access denied for user: 'rt at localhost' (Using password: YES)! at /usr/local/rt/lib/RT.pm line 149! I do a check on the lists, the first post I came up with asks me to edit the Makefile before I run make install, Well it is a bit late for that now, but fortunately I did. Did my changing the name of the account make a difference? Is there some more I have to do with mysql than setting up a root account with a password? I did change the RT_SiteConfig.pm file to reflect these values. in fact my file now looks a lot like this: 2; Set($rtname , "bleh.com.au"); Set($Organization , "bleh.com.au"); Set($OwnerEmail , 'nemir at hotmail.com'); Set($MaxAttachmentSize , 10000000); Set($CorrespondAddress , 'issues at bleh.com.au'); Set($CommentAddress , 'issues at bleh.com.au'); Set($WebBaseURL , "http://issues.blehl.com.au"); Note that I found that number at the top and I assumed that I should increment it, so I did. It started out as a 1; It would be great to get past this and into the bit that means I get to trial the thing. :-) I am expecting that there is something in mysql that I need to do yet, but that I haven't seen documented anywhere, but I have been known to be very wrong about these things. I did run a command earlier that went something like: mysqladmin -u nemir password 'bleh' to create an account for me. Should I have created an account called root there? Is there a database created by default? what do I need to do to create one if not...? One other question that is more about site architecture... I am wanting to create two very separate job types here, one for the development team to track application bugs and enhancement requests, one for the support team to track maintenance jobs. There is no real overlap there. Should I create two separate Dbs for this, or just one? Is it easy to configure RT to look at two separate DBs? Thanks! nemir _________________________________________________________________ Hot chart ringtones and polyphonics. Go to http://ninemsn.com.au/mobilemania/default.asp _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From francesca.delcorso at fi.infn.it Thu Nov 13 12:17:09 2003 From: francesca.delcorso at fi.infn.it (Francesca Del Corso) Date: Thu, 13 Nov 2003 18:17:09 +0100 Subject: [rt-users] Statistics chart doesn't display Message-ID: <00cf01c3aa09$f8307a20$149154c0@fi.infn.it> Hi all, I have installed Statistics3 package but when I try to see statistics in the RT web page the graphs are not shown. The other parts of the package are ok. I have FreeBSD, rt 3.0.6, apache 1.3.28, mod_perl 1.28, perl 5.8, mysql 4.015, GD::Graph ver. 1.43 and gd-2.0.15_1,1 installed. I have not RTFM installed and I don't understand your solution : ....... go to see http://rt3.fsck.com/Ticket/Display.html?id=3854. This was fixed in RTFM aegis and should be in the next RTFM release. ........................ Can anyone help me? Thanks a lot. Francesca Del Corso -- Istituto Nazionale di Fisica Nucleare - Sez. Firenze c/o Polo Scientifico e Tecnologico via G. Sansone, 1 50019 Sesto Fiorentino (FI) Italy phone: +39-055-4572112 fax: +39-055-229330 e-mail:delcorso at fi.infn.it From mma at Securify.com Thu Nov 13 12:46:20 2003 From: mma at Securify.com (Ma, Michael) Date: Thu, 13 Nov 2003 09:46:20 -0800 Subject: [rt-users] phone & walk-ins Message-ID: <5E5DD629AF0C6F44B627CF71136C12EB918103@pae-main.securify.com> Why not add custom fields for customer name and telephone number and just put your own or a generic email address for requestor. This feature is documented in the rt manual. - Mike -----Original Message----- From: John Hogenmiller [mailto:jhogenmiller at pennswoods.net] Sent: Thursday, November 13, 2003 7:31 AM To: rt-users at lists.fsck.com Subject: [rt-users] phone & walk-ins List, I'm trying to use RT for something it doesn't appear to be designed for. I am planning to create tickets for people that walk into our store or call in by telephone. I have created a user object in rt called "walkin" that has no email address. When creating the ticket I enter walkin as the requestor, and a Name & Telephone number as the subject line. This works fine, but I would like to put the customer's name as the requestor. Is there anything I can change so the default behavior is to not assume an email address if no matching username is found? Has anyone else done anything like this and has a better way? Perhaps "the way"? Pointers to the FM are welcome. Thanks in advance, -John _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From jesse at bestpractical.com Thu Nov 13 13:20:57 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 13 Nov 2003 13:20:57 -0500 Subject: [rt-users] occasional "Unsupported conversion" error in autohandler In-Reply-To: <12988173.1068727442@[192.168.0.235]> References: <6646393.1068721102@[192.168.0.235]> <20031113122203.GA8676@moreton.com.au> <12988173.1068727442@[192.168.0.235]> Message-ID: <20031113182057.GM8032@fsck.com> On Thu, Nov 13, 2003 at 12:44:03PM +0000, rt at mas.ml1.net wrote: > > I changed @LexiconLanguages to en only, @EmailInputEncodings to > iso-8859-1 and us-ascii, and @EmailOutputEncoding to iso-8859-1. Neither > I nor anyone else will be creating tickets in anything but English, so > I've tried to turn off utf8 stuff everywhere I can. Is there anything > else I can to do to make sure that RT isn't using UTF characters? Because > that's really what I want. Rewrite all of RT. RT uses UTF8 internally as a canonical format for _all_ data. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From les at futuresource.com Thu Nov 13 13:33:08 2003 From: les at futuresource.com (Les Mikesell) Date: Thu, 13 Nov 2003 12:33:08 -0600 Subject: [rt-users] occasional "Unsupported conversion" error in autohandler In-Reply-To: <20031113182057.GM8032@fsck.com> References: <6646393.1068721102@[192.168.0.235]> <20031113122203.GA8676@moreton.com.au> <12988173.1068727442@[192.168.0.235]> <20031113182057.GM8032@fsck.com> Message-ID: <1068748388.6356.34.camel@k12ltsp.futuresource.com> On Thu, 2003-11-13 at 12:20, Jesse Vincent wrote: > > Rewrite all of RT. RT uses UTF8 internally as a canonical format for > _all_ data. > Does anyone have a step-by-step howto to install a current perl on RH 7.3 and run RT3 under fastcgi without disturbing the stock apache/mod_perl? --- Les Mikesell les at futuresource.com From rt at mas.ml1.net Thu Nov 13 13:35:54 2003 From: rt at mas.ml1.net (rt at mas.ml1.net) Date: Thu, 13 Nov 2003 18:35:54 +0000 Subject: [rt-users] occasional "Unsupported conversion" error in autohandler In-Reply-To: <20031113182057.GM8032@fsck.com> References: <6646393.1068721102@[192.168.0.235]> <20031113122203.GA8676@moreton.com.au> <12988173.1068727442@[192.168.0.235]> <20031113182057.GM8032@fsck.com> Message-ID: <34102664.1068748554@[192.168.0.235]> --On 13 November 2003 13:20 -0500 Jesse Vincent wrote: > On Thu, Nov 13, 2003 at 12:44:03PM +0000, rt at mas.ml1.net wrote: >> >> I changed @LexiconLanguages to en only, @EmailInputEncodings to >> iso-8859-1 and us-ascii, and @EmailOutputEncoding to iso-8859-1. >> Neither I nor anyone else will be creating tickets in anything but >> English, so I've tried to turn off utf8 stuff everywhere I can. Is >> there anything else I can to do to make sure that RT isn't using UTF >> characters? Because that's really what I want. > > Rewrite all of RT. RT uses UTF8 internally as a canonical format for > _all_ data. Ouch. Looks like I'll have to look more seriously into upgrading my Perl. Incidentally, could this be mentioned somewhere in the README? If you were to include in the section where it says RT is unsupported on Perl 5.6 a few more details about why, such as that Perl 5.6 has bad UTF8 support and RT uses UTF8 for everything, that would be (for me, would have been) a big help. Thanks. michael From kerns at curis.com Thu Nov 13 15:22:40 2003 From: kerns at curis.com (Peter Kerns) Date: Thu, 13 Nov 2003 15:22:40 -0500 Subject: [rt-users] RT 1.0.7 --> 3.0 on Mac OS X 10.3 Message-ID: <21818E77-1617-11D8-8CFD-003065481C00@curis.com> We have been running RT 1.0.7 for more nearly 4 years without a hitch. Thats great, but now we are way behind the times. I would like to install RT 3 on a new Mac OS X 10.3 system. - Has anyone installed RT 3.0 on Mac OS X 10.3 (or 10.2) that is willing to give me a step-by-step list of instructions? In reading through the install steps, it appears that many options may need to be changed specific to Mac OS X. - Is there a migration tool or set of instructions for importing the data from RT 1 to 3? Thanks, Peter Kerns kerns at curis.com From bdikeman at bitpipe.com Thu Nov 13 16:04:16 2003 From: bdikeman at bitpipe.com (Brett Dikeman) Date: Thu, 13 Nov 2003 16:04:16 -0500 Subject: [rt-users] can't view 'killed' tickets but they're in the DB Message-ID: <3FB3F1D0.30402@bitpipe.com> Hi all, Someone just noticed that we can't view dead/killed tickets in our system. Poking around in the database, I can clearly see thousands of killed tickets, but when I perform the exact same search in rt, I get zero results, just as the user noted. About the only thing I can think of is: a)a user accidentally deleted a slew of open tickets and I had to do a manual update. That was quite a while ago and only operated on a specific subset of data(ie the update was restricted to a specific time range, last-modified-by, and queue). b)we purged all tickets marked killed from certain queues a month or two ago, moving them into a new table until we were positive we wanted them zapped. I don't see how either could be related, but I can't think of what else would be causing this problem. This is version 2.0.15, with a MySQL 3.xx backend. Any suggestions? Thanks, Brett From ges+lists at wingfoot.org Thu Nov 13 16:37:39 2003 From: ges+lists at wingfoot.org (Glenn Sieb) Date: Thu, 13 Nov 2003 16:37:39 -0500 (EST) Subject: [rt-users] rt3-elixus on freebsd 5.1? Message-ID: <3364.65.246.246.82.1068759459.squirrel@www.wingfoot.org> Hi :) I decided I wanted to check out the elixus version of RT3, and since I have a new server coming up soon that will require RT, I figured it'd be a nifty thing to install :) So far I had to edit the generated Makefile in work so it would use pgsql as the DBA, and when I go to do make initialize-database I get the following error.. I saw recently that Autrijus had told someone tu update the port makefile to use version 8747 of the install, so I had done that already: # make initialize-database /usr/bin/perl //usr/local/rt3/sbin/rt-setup-database --action init --dba pgsql --prompt-for-dba-password In order to create a new database and grant RT access to that database, this script needs to connect to your Pg instance on localhost as pgsql. 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 Pg database rt3. Now populating database schema. Creating database schema. Modification of a read-only value attempted at //usr/local/rt3/sbin/rt-setup-database line 146, line 12. *** Error code 255 Stop in /usr/ports/www/rt3-elixus/work/rt. --- The original portions of this message are the copyright of the author (c)1998-2002 Glenn E. Sieb. ICQ UIN: 300395 IRC Nick: Rainbear "All acts of Love and Pleasure are Her rituals"-Charge of the Goddess From mbrletic at visalia.k12.ca.us Thu Nov 13 20:04:38 2003 From: mbrletic at visalia.k12.ca.us (Mat Brletic) Date: Thu, 13 Nov 2003 17:04:38 -0800 Subject: [rt-users] CLI password Message-ID: <3FB42A26.2090509@visalia.k12.ca.us> Hello. I just upgraded to RT3.0.6 from RT3.0.3, and I am trying to use the CLI. When I attempt to run an example command, such as: ./rt list users, I am prompted for a password. No password that I have in RT or Postgres works. I get the error: "rt: Server error: Not Found <404>" I would appreciate any advice. Thanks, Mat From hanno.mueller at epublica.de Thu Nov 13 21:14:08 2003 From: hanno.mueller at epublica.de (Hanno Mueller) Date: Fri, 14 Nov 2003 03:14:08 +0100 Subject: [rt-users] Insecure dependency with FastCGI Message-ID: <3FB43A70.1070205@epublica.de> Hi, I'm trying to install RT on a Debian Stable box. Since Debian doesn't come with Perl 5.8 yet, I compiled my own 5.8.2. It runs Apache 1.3.26 with FastCGI. I followed all the installation instructions for RT. In RT 3.0.6, I get For the Homepage: > Error during compilation of /opt/rt/share/html/index.html: > Insecure dependency in require while running setgid at > /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm line 568 > context: ... > code stack: > /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:580 > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:317 > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:198 > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:166 > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:265 > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:343 > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:213 > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:207 > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:89 > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:72 > g /opt/rt/bin/mason_handler.fcgi:53 > g For the /Admin/ page: > error: Insecure dependency in mkdir while running setgid at > /opt/perl/lib/5.8.2/File/Path.pm line 159. > context: > ... > 155: unless (-d $parent or $path eq $parent) { > 156: push(@created,mkpath($parent, $verbose, $mode)); > 157: } > 158: print "mkdir $path\n" if $verbose; > 159: unless (mkdir($path,$mode)) { > 160: my $e = $!; > 161: # allow for another process to have created it meanwhile > 162: croak "mkdir $path: $e" unless -d $path; > 163: } > ... > code stack: /opt/perl/lib/5.8.2/File/Path.pm:159 > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Compiler/ToObject.pm:102 > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:309 > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:198 > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:166 > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:265 > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:343 > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:213 > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:207 > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:89 > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:72 > g /opt/rt/bin/mason_handler.fcgi:53 > g In RT 3.0.5, I get for the Homepage: > Insecure dependency in mkdir while running setgid at > /opt/perl/lib/5.8.2/File/Path.pm line 159 > context: mkdir > code stack: /opt/perl/lib/5.8.2/File/Path.pm:159 > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Compiler/ToObject.pm:102 > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:309 > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:198 > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm:166 > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:265 > g /opt/perl/lib/site_perl/5.8.2/Class/Container.pm:343 > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:213 > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm:207 > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:89 > g /opt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm:72 > g /opt/rt/bin/mason_handler.fcgi:53 > g I'm a bit stuck and the mailing list doesn't mention this problem for recent versions. Yet, I cannot use RT with mod_perl on this particular server. Any suggestions? Greetings, Hanno From autrijus at autrijus.org Thu Nov 13 22:32:26 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Fri, 14 Nov 2003 11:32:26 +0800 Subject: [rt-users] rt3-elixus on freebsd 5.1? In-Reply-To: <3364.65.246.246.82.1068759459.squirrel@www.wingfoot.org> References: <3364.65.246.246.82.1068759459.squirrel@www.wingfoot.org> Message-ID: <20031114033151.GA2031@aut.dyndns.org> On Thu, Nov 13, 2003 at 04:37:39PM -0500, Glenn Sieb wrote: > Autrijus had told someone tu update the port makefile to use version 8747 > of the install, so I had done that already: Actually, it's 8852 now. :-) Patch follows. It will be committed soonish. Thanks, /Autrijus/ diff -dur rt3-elixus/Makefile /home/autrijus/depot/RT/ports/www/rt3-elixus/Makefile --- rt3-elixus/Makefile Thu Nov 13 01:52:15 2003 +++ /home/autrijus/depot/RT/ports/www/rt3-elixus/Makefile Fri Nov 14 11:28:45 2003 @@ -2,10 +2,10 @@ # Date created: 5 May 2003 # Whom: autrijus # -# $FreeBSD: ports/www/rt3-elixus/Makefile,v 1.6 2003/11/09 17:04:23 demon Exp $ +# $FreeBSD $ # -PORTVERSION= 8747 +PORTVERSION= 8852 PORTREVISION= 0 MASTER_SITES= http://p4.elixus.org/hist/ PKGNAMESUFFIX= -elixus diff -dur rt3-elixus/distinfo /home/autrijus/depot/RT/ports/www/rt3-elixus/distinfo --- rt3-elixus/distinfo Thu Nov 13 01:52:15 2003 +++ /home/autrijus/depot/RT/ports/www/rt3-elixus/distinfo Fri Nov 14 11:29:26 2003 @@ -1 +1 @@ -MD5 (rt-8747.tar.gz) = 864a6ed052ec88daa2539635c295e02d +MD5 (rt-8852.tar.gz) = 9d02dfe091a6825b8d9f99947829c2b9 diff -dur rt3-elixus/pkg-plist /home/autrijus/depot/RT/ports/www/rt3-elixus/pkg-plist --- rt3-elixus/pkg-plist Fri Oct 10 22:28:26 2003 +++ /home/autrijus/depot/RT/ports/www/rt3-elixus/pkg-plist Fri Nov 14 11:28:04 2003 @@ -13,6 +13,7 @@ rt3/etc/acl.Pg rt3/etc/acl.mysql rt3/etc/initialdata +rt3/etc/schema.Informix rt3/etc/schema.Oracle rt3/etc/schema.Pg rt3/etc/schema.SQLite @@ -264,6 +265,7 @@ rt3/share/html/Admin/Elements/SelectScripAction rt3/share/html/Admin/Elements/SelectScripCondition rt3/share/html/Admin/Elements/SelectSingleOrMultiple +rt3/share/html/Admin/Elements/SelectStage rt3/share/html/Admin/Elements/SelectTemplate rt3/share/html/Admin/Elements/SelectUsers rt3/share/html/Admin/Elements/SystemTabs From nemir at hotmail.com Fri Nov 14 00:30:44 2003 From: nemir at hotmail.com (nemir nemiria) Date: Fri, 14 Nov 2003 05:30:44 +0000 Subject: [rt-users] one small thing left and my installation will be complete! Message-ID: Hiya again. I have gone through and set up the httpd.conf file as directed by the instructions but still can't seem to figure out how to get it to load index.html. I tried settings Options Indexes to the default even. I doublechecked that the DirectoryIndex has index.html listed (it does by default). Heck, I even went as far as adding bleh.html and putting in a simple bleh.html file in there. After that all didn't work, I tried putting the settings directly in the VirtHost definition (een though I really don't want them there). I still didn't want to work. It looks like it just doesn't read that setting. if I specify index.html it is great. No problem. I load the page, log in as root, have changed the password through the web interface for root. It is all good. but anytime I click a link that has a directory specified I get the same error: You don't have permission to access /DirectoryName/ on this server. The apache logs say: Directory index forbidden by rule: /usr/local/rt/share/html/DirectoryName/ I have triple checked permissions all the way up the path (644 should be enough on the index.html file shouldn't it? and 755 on the directories themselves?) I don't know what I am doing now. This is using the distribution RH9 packages, so apache 2.0.40. I am relatively familiar with 1.3 syntax. My VirtualHost Entry is as follows: ServerName issues.nationalpayroll.com DocumentRoot /usr/local/rt/share/html/ AddDefaultCharset UTF-8 PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /usr/local/rt/bin/webmux.pl # Options Indexes # DirectoryIndex index.html SetHandler perl-script PerlHandler RT::Mason Once I have this problem sorted, I think I am ready to publish a blog on what I did to make this go on RH9. After the wonderful responses I got from my first post to this group, I found it wasn't really all that hard. Thanks for all the help thus far! Regards, nemir _________________________________________________________________ Hot chart ringtones and polyphonics. Go to http://ninemsn.com.au/mobilemania/default.asp From me at musefoundry.com Fri Nov 14 01:35:30 2003 From: me at musefoundry.com (AJ) Date: Fri, 14 Nov 2003 01:35:30 -0500 Subject: [rt-users] here is a quick fix for RTFM not breaking lines when displaying long text field. Message-ID: <00a401c3aa79$8019e010$aaeccb0a@midnight> The problem is that the display is an html page. When you look at the source, you see the newlines but the fact is that HTML doesn't see \r or \n as newlines. So here is a little code hack that seems to be working for me. Original Code in RTFM/Article/Elements/ShowCustomFields starting at line 29: % if ($cf->Type =~ /^(FreeForm|Text)/) { % $content = "
".$content."
" unless ($content =~ /<(.{1,5})>/); % } Here is the modified code. One line that replaces newlines with html breaks. % if ($cf->Type =~ /^(FreeForm|Text)/) { % $content=~s/(\r|\n)/\/g; #This replaces newlines with html breaks for display % $content = "
".$content."
" unless ($content =~ /<(.{1,5})>/); % } Hope this helps. A.J. -------------- next part -------------- An HTML attachment was scrubbed... URL: From me at musefoundry.com Fri Nov 14 02:18:05 2003 From: me at musefoundry.com (AJ) Date: Fri, 14 Nov 2003 02:18:05 -0500 Subject: [rt-users] RE: Getting graphs for statistics to print. Message-ID: <00b901c3aa7f$757c3a30$aaeccb0a@midnight> Well my managers really wanted those graphs. I saw that the module once used Apache::GD::Graph so I installed that and made some minor code changes that have worked. The apache module points /chart (I am so creative aren't I?? :-) ) I changed the chart invocation from Elements/Chart?.... to /chart?... for example: >From line 59 in Statistics/CallsQueueDay/index.html : ### Original Code <%perl> my $url= 'Elements/Chart?x_labels='; for (0..$max) { $url .= $data[0][$_] . ","; } chop $url; $url .= "&"; shift @data; for (0..$#data) { $url .= "data".(1+$_)."=".(join ",", @{$data[$_]})."&"; } chop $url; Modified Code after installation of the gd apache module: <%perl> my $url= '/chart?x_labels=['; # bracket after equal sign for (0..$max) { $url .= $data[0][$_] . ","; } chop $url; $url .= "]&"; #bracket before ampersand shift @data; for (0..$#data) { $url .= "data".(1+$_)."=[".(join ",", @{$data[$_]})."]&"; #bracket after equal sign and before ampersand } chop $url; The trick is to replace Elements/Chart with /chart (or whatever the path you specified in your apache conf file) and make sure the datapoints are surrounded by brackets. In the above case, I looked for the = sign and put a bracket right behind it and then looked for the & and put a close bracket right before it. The legends were a bit of an annoyance but this seems to work: Original Code in Statistics/CallsMultiQueue/index.html: $url .= 'set_legend='.(join ",", @legend)."&"; Modified Code my $legendstring=join ",", @legend; $legendstring=~s/\s+/\%20/g; $url .= 'legend=('.$legendstring.")&"; Key here is to make sure that the spaces in the queue names are subbed with %20 and that the queuenames are enclosed in perens. The other way to do it is to convert the Chart element to a cgi and call it in the image tag. I am sure there is a more correct way to do it, and when its actually posted, I will be ecstatic, but I needed it now and this is what I came up with. Hope it helps.. A.J. -------------- next part -------------- An HTML attachment was scrubbed... URL: From me at musefoundry.com Fri Nov 14 02:45:28 2003 From: me at musefoundry.com (AJ) Date: Fri, 14 Nov 2003 02:45:28 -0500 Subject: [rt-users] RE: Getting graphs for statistics to print. In-Reply-To: <00b901c3aa7f$757c3a30$aaeccb0a@midnight> Message-ID: <000201c3aa83$468a6ae0$aaeccb0a@midnight> For those interested, email me and Ill send you a link to a tarball with the code changes. Remember: 1. You need the apache gd module 2. there are some other changes. For instance, my boss complained that when he selected a queue and the graph came up the select bar reset itself to the first queue. So I copied the SelectQueue from the core elements and copied into the statistics/elements directory, changed it so it reflected the last chosen queue, and changed the rest of the code to use that one instead. A.J. By the way, these are hacks. I have no mandate from best practical or the original authors of any contributed code I modified. My aim is, and always will be, getting things to work but I eagerly await the updates as I would gladly replace what I have done with the real coders work. When all is said and done, I must say, RT is a great product. -----Original Message----- From: rt-users-bounces at lists.fsck.com [mailto:rt-users-bounces at lists.fsck.com] On Behalf Of AJ Sent: Friday, November 14, 2003 2:18 AM To: rt-users at lists.fsck.com Subject: [rt-users] RE: Getting graphs for statistics to print. Well my managers really wanted those graphs. I saw that the module once used Apache::GD::Graph so I installed that and made some minor code changes that have worked. The apache module points /chart (I am so creative aren't I?? :-) ) I changed the chart invocation from Elements/Chart?.... to /chart?... for example: >From line 59 in Statistics/CallsQueueDay/index.html : ### Original Code <%perl> my $url= 'Elements/Chart?x_labels='; for (0..$max) { $url .= $data[0][$_] . ","; } chop $url; $url .= "&"; shift @data; for (0..$#data) { $url .= "data".(1+$_)."=".(join ",", @{$data[$_]})."&"; } chop $url; Modified Code after installation of the gd apache module: <%perl> my $url= '/chart?x_labels=['; # bracket after equal sign for (0..$max) { $url .= $data[0][$_] . ","; } chop $url; $url .= "]&"; #bracket before ampersand shift @data; for (0..$#data) { $url .= "data".(1+$_)."=[".(join ",", @{$data[$_]})."]&"; #bracket after equal sign and before ampersand } chop $url; The trick is to replace Elements/Chart with /chart (or whatever the path you specified in your apache conf file) and make sure the datapoints are surrounded by brackets. In the above case, I looked for the = sign and put a bracket right behind it and then looked for the & and put a close bracket right before it. The legends were a bit of an annoyance but this seems to work: Original Code in Statistics/CallsMultiQueue/index.html: $url .= 'set_legend='.(join ",", @legend)."&"; Modified Code my $legendstring=join ",", @legend; $legendstring=~s/\s+/\%20/g; $url .= 'legend=('.$legendstring.")&"; Key here is to make sure that the spaces in the queue names are subbed with %20 and that the queuenames are enclosed in perens. The other way to do it is to convert the Chart element to a cgi and call it in the image tag. I am sure there is a more correct way to do it, and when its actually posted, I will be ecstatic, but I needed it now and this is what I came up with. Hope it helps.. A.J. -------------- next part -------------- An HTML attachment was scrubbed... URL: From a.sanchez at ciemat.es Fri Nov 14 04:47:08 2003 From: a.sanchez at ciemat.es (Antonio Sanchez) Date: Fri, 14 Nov 2003 10:47:08 +0100 Subject: [rt-users] Problems with Attachment Message-ID: <3FB4A49C.3060105@ciemat.es> Im having problems with Attachment files with RT, we can send them with the new ticket, and we can see the link to the Attachment, but if I click in the link, Apache gives an error of page not found in the server, I look in the table Attachment into MySQL and the file attached is there, more, if the file attached is a text file we can see it paste in the text of ticket. Can someone help me? Antonio Sanchez a.sanchez at ciemat.es From victor at ambra.ro Fri Nov 14 05:36:47 2003 From: victor at ambra.ro (victor) Date: Fri, 14 Nov 2003 12:36:47 +0200 (EET) Subject: [rt-users] rt3 3.0.4-search tichet bug? Message-ID: <3295.80.97.24.235.1068806207.squirrel@www.ambra.ro> I use rt 3.0.4 and mysql. Sometimes, when I try to search tichets by requestor address, rt hangs. In top proceses mysql will ocupy more than 90% of the processor. The results will not appear. How can I make this work? Thank you. Victor From autrijus at autrijus.org Fri Nov 14 05:42:14 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Fri, 14 Nov 2003 18:42:14 +0800 Subject: [rt-users] rt3 3.0.4-search tichet bug? In-Reply-To: <3295.80.97.24.235.1068806207.squirrel@www.ambra.ro> References: <3295.80.97.24.235.1068806207.squirrel@www.ambra.ro> Message-ID: <20031114104214.GA3459@aut.dyndns.org> On Fri, Nov 14, 2003 at 12:36:47PM +0200, victor wrote: > I use rt 3.0.4 and mysql. > Sometimes, when I try to search tichets by requestor address, rt hangs. > In top proceses mysql will ocupy more than 90% of the processor. > The results will not appear. > How can I make this work? First, upgrade to RT 3.0.7rc1... :-) 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 maxb at ukf.net Fri Nov 14 06:37:05 2003 From: maxb at ukf.net (Max Bowsher) Date: Fri, 14 Nov 2003 11:37:05 -0000 Subject: [rt-users] one small thing left and my installation will becomplete! References: Message-ID: <039201c3aaa3$a732eeb0$78d96f83@starfruit> nemir nemiria wrote: > I have gone through and set up the httpd.conf file as directed by the > instructions but still can't seem to figure out how to get it to load > index.html. ... > This is using the distribution RH9 packages, so apache 2.0.40. ... > My VirtualHost Entry is as follows: > > > ServerName issues.nationalpayroll.com > DocumentRoot /usr/local/rt/share/html/ > AddDefaultCharset UTF-8 > PerlModule Apache2 Apache::compat > PerlModule Apache::DBI > PerlRequire /usr/local/rt/bin/webmux.pl > # Options Indexes > # DirectoryIndex index.html > > SetHandler perl-script > PerlHandler RT::Mason > > "SetHandler perl-script" seems to block the behaviour of DirectoryIndex. My solution to this was: SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason I imagine it should all still work if you translate to . Max. From leigh at csail.mit.edu Fri Nov 14 09:01:51 2003 From: leigh at csail.mit.edu (Leigh David Heyman) Date: Fri, 14 Nov 2003 09:01:51 -0500 Subject: [rt-users] CLI password In-Reply-To: <3FB42A26.2090509@visalia.k12.ca.us> References: <3FB42A26.2090509@visalia.k12.ca.us> Message-ID: <3FB4E04F.8010804@csail.mit.edu> Mat, Check your webserver error logs. The CLI basically is just another web interface. I don't think the problem is the passwords, but that the CLI is looking for web content which is missing. -Leigh From dostrom at umich.edu Fri Nov 14 09:19:44 2003 From: dostrom at umich.edu (Dan L. Ostrom) Date: Fri, 14 Nov 2003 09:19:44 -0500 Subject: [rt-users] Getting ticket # in History display Message-ID: <4.2.0.58.20031114090946.00af5990@d.imap.itd.umich.edu> All, We would like the ticket # displayed in the history area when it is displayed. When you click in the ticket id, the full history is then displayed in the next window. If you then choose to download the ticket, it does not put the ticket number in the document. One of our users requested this feature. What module would I need to modify to get this to work the way we would like? From murphy at genome.chop.edu Fri Nov 14 09:43:51 2003 From: murphy at genome.chop.edu (Kevin Murphy) Date: Fri, 14 Nov 2003 09:43:51 -0500 Subject: [rt-users] RT 1.0.7 --> 3.0 on Mac OS X 10.3 In-Reply-To: <21818E77-1617-11D8-8CFD-003065481C00@curis.com> Message-ID: We use RT 3 on OS X 10.2. I was able to get it working using the official instructions and Google. I wound up compiling Perl 5.8, Apache 1.3.28 and mod_perl 1.28 from source, which was intimidating at times but possible using the standard installation and configuration docs. ***(send)mail integration was by far the worst part for me.*** If you are experienced with a mail server (I am not), this may go a lot smoother for you. Bleah. I still shudder when I think about my epic battles with smrsh. -Kevin Murphy On Thursday, November 13, 2003, at 03:22 PM, Peter Kerns wrote: > We have been running RT 1.0.7 for more nearly 4 years without a hitch. > Thats great, but now we are way behind the times. I would like to > install RT 3 on a new Mac OS X 10.3 system. > > - Has anyone installed RT 3.0 on Mac OS X 10.3 (or 10.2) that is > willing to give me a step-by-step list of instructions? In reading > through the install steps, it appears that many options may need to be > changed specific to Mac OS X. > > - Is there a migration tool or set of instructions for importing the > data from RT 1 to 3? > > Thanks, > Peter Kerns > kerns at curis.com From irvine at sanbi.ac.za Fri Nov 14 10:29:23 2003 From: irvine at sanbi.ac.za (Irvine Short) Date: Fri, 14 Nov 2003 17:29:23 +0200 Subject: [rt-users] Perl upgrade from 5.8.0 to 5.8.2 breaks install Message-ID: <3FB4F4D3.3080700@sanbi.ac.za> Hey All I had RT 3.06 running like a dream on Perl 5.8.0 but this afternoon a fellow sysadmin upgraded Perl on that box (FreeBSD 4.9-stable) to 5.8.2 and now RT is pretty much broken. When I click on a queue I get the error below. Any ideas much appreciated! Is there any easy way for me to get RT to use a custom version of perl? TIA, Irvine Short SANBI Sys Admin System error error: Can't call method "quote" on an undefined value at /usr/local/lib/perl5/site_perl/5.8.2/DBIx/SearchBuilder.pm line 645. context: ... 640: 641: #if we're explicitly told not to to quote the value or 642: # we're doing an IS or IS NOT (null), don't quote the operator. 643: 644: if ( $args{'QUOTEVALUE'} && $args{'OPERATOR'} !~ /IS/ ) { 645: $args{'VALUE'} = $self->_Handle->dbh->quote( $args{'VALUE'} ); 646: } 647: } 648: ... code stack: /usr/local/lib/perl5/site_perl/5.8.2/DBIx/SearchBuilder.pm:644 g /usr/local/rt3/lib/RT/SearchBuilder.pm:132 g /usr/local/rt3/lib/RT/Tickets_Overlay_SQL.pm:382 g /usr/local/rt3/lib/RT/Tickets_Overlay.pm:2007 g /usr/local/rt3/lib/RT/Tickets_Overlay.pm:1722 g /usr/local/rt3/share/html/Search/Listing.html:104 g /usr/local/rt3/share/html/autohandler:182 g raw error From alex at nc-rj.rnp.br Fri Nov 14 11:05:54 2003 From: alex at nc-rj.rnp.br (Alex Soares de Moura) Date: Fri, 14 Nov 2003 14:05:54 -0200 Subject: [rt-users] Perl upgrade from 5.8.0 to 5.8.2 breaks install In-Reply-To: <3FB4F4D3.3080700@sanbi.ac.za> References: <3FB4F4D3.3080700@sanbi.ac.za> Message-ID: <3FB4FD62.7060906@nc-rj.rnp.br> Irvine Short wrote: > Hey All > > I had RT 3.06 running like a dream on Perl 5.8.0 but this afternoon a > fellow sysadmin upgraded Perl on that box (FreeBSD 4.9-stable) to 5.8.2 > and now RT is pretty much broken. > > When I click on a queue I get the error below. Any ideas much appreciated! > > Is there any easy way for me to get RT to use a custom version of perl? > I've noticed that I had to reinstall all ports related to perl to fix this problem. A "portupgrade -fr perl perl" should do, but it'll take a while. Some safe and optimizing tips are: 1) portupgrade -Fr perl 2) Comment all perl related crontab entries and stop apache. 3) portupgrade -r perl 4) Uncomment all perl related crontab entries and start apache. Best regards, Alex From b.boksa at sidebysite.de Fri Nov 14 12:12:54 2003 From: b.boksa at sidebysite.de (Benjamin Boksa) Date: Fri, 14 Nov 2003 18:12:54 +0100 Subject: [rt-users] RT 1.0.7 --> 3.0 on Mac OS X 10.3 In-Reply-To: <21818E77-1617-11D8-8CFD-003065481C00@curis.com> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Peter, here are some instructions about how I installed it on MacOS X: http://www.boksa.de/tutorials/rt3_macosx.mpp If you got any questions just send me an Email. Regards, Benne Am Donnerstag, 13.11.03, um 21:22 Uhr (Europe/Paris) schrieb Peter Kerns: > We have been running RT 1.0.7 for more nearly 4 years without a hitch. > Thats great, but now we are way behind the times. I would like to > install RT 3 on a new Mac OS X 10.3 system. > > - Has anyone installed RT 3.0 on Mac OS X 10.3 (or 10.2) that is > willing to give me a step-by-step list of instructions? In reading > through the install steps, it appears that many options may need to be > changed specific to Mac OS X. > > - Is there a migration tool or set of instructions for importing the > data from RT 1 to 3? > > Thanks, > Peter Kerns > kerns at curis.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 > > - -- Benjamin Boksa b.boksa at sidebysite.de PGP: http://www.sidebysite.de/pgp/b.boksa.asc 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 v1.2.3 (Darwin) iD8DBQE/tQ0aR5U9XkJXZKwRAvi2AKCCVapGR1FGR0jWqJKTYXKy+0M45QCeNenT +phcxaOUnI4f5t+j12S3uaA= =FxMW -----END PGP SIGNATURE----- From rt at mas.ml1.net Fri Nov 14 12:37:47 2003 From: rt at mas.ml1.net (rt at mas.ml1.net) Date: Fri, 14 Nov 2003 17:37:47 +0000 Subject: [rt-users] are Attachment records necessary? Message-ID: <30041573.1068831467@[192.168.0.235]> Hi all, I'm writing a quick script to import tickets from an Excel spreadsheet into RT 3.0.6, based on a couple of things I've found in the contrib directories, and I have a couple of questions. First, some background: We've needed to start using RT already, so I've bumped up the MySQL auto_increment starting number to 1000, and I'm going to insert the old tickets from the spreadsheet at numbers below that. Hence, I don't think I can use either the RT CLI (couldn't get it to work anyway) or any of the RT:: classes to create my tickets, because they'll just use the auto_increment id provided by MySQL. So I'm going directly to the database, and I want to make sure I'm doing the operations right to preserve the db integrity. The specific question I have is about Transactions and Attachments. As I understand it, each time I add a row to Tickets I should also add a row to Transactions of type='Create' to record the creation of the Ticket. But do I need to add an entry to Attachments as well, or is that optional? My current guess is that it's optional depending on whether there is any descriptive content for the ticket (if so, put it in an attachment; if not, you don't need an attachment). Is that right? Or should I be adding an attachment for each Ticket regardless of whether there's any description? A related question is regarding the Headers field in the Attachments table. Is it relied on for anything, or is it just for reference? Thanks for your help. michael From jim.rowan at starcore-dsp.com Fri Nov 14 12:50:05 2003 From: jim.rowan at starcore-dsp.com (Jim Rowan) Date: Fri, 14 Nov 2003 11:50:05 -0600 Subject: [rt-users] are Attachment records necessary? Message-ID: You might want to look at one of the RT import scripts for guidance. I did something quite similar to what you are doing and found that using it as a basis for my custom import script was far more effective than writing it from scratch. (Notwithstanding the fact that I did end up replacing most of it.) You can definitely use the existing classes to create things with specific ticket numbers. Jim Rowan From damian at sentex.net Fri Nov 14 13:43:24 2003 From: damian at sentex.net (Damian Gerow) Date: Fri, 14 Nov 2003 13:43:24 -0500 Subject: [rt-users] Perl upgrade from 5.8.0 to 5.8.2 breaks install In-Reply-To: References: Message-ID: <20031114184324.GU98840@sentex.net> Thus spake Irvine Short (irvine at sanbi.ac.za) [14/11/03 10:29]: > I had RT 3.06 running like a dream on Perl 5.8.0 but this afternoon a > fellow sysadmin upgraded Perl on that box (FreeBSD 4.9-stable) to 5.8.2 > and now RT is pretty much broken. You probably need to rebuild all the p5-* ports. If you use portupgrade (sysutils/portupgrade), try 'portupgrade -af p5-\*'. The old perl modules are sitting in a perl version-dependant location, and 5.8.2 uses that location. (P.S. don't forget to re-run 'use.perl port', and edit make.conf as necessary before doing this.) From jklassen at ubs-icap.org Fri Nov 14 15:15:04 2003 From: jklassen at ubs-icap.org (Jeff Klassen) Date: Fri, 14 Nov 2003 15:15:04 -0500 Subject: [rt-users] Last version to work with 5.6.1 Message-ID: <3FB537C8.1020807@ubs-icap.org> Hi, I have been looking through the RT change log and have searched the rt-users archives. I am wising to know which versions of RT3 will still work under Perl 5.6.1. 3.0.4 and up indicate that 5.5.1 is deprecated. Do these newest versions simply not work in 5.6.1, or are is this configuration just 'not supported'. Thanks for any help. Jeff From jesse at bestpractical.com Fri Nov 14 15:17:29 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 14 Nov 2003 15:17:29 -0500 Subject: [rt-users] Last version to work with 5.6.1 In-Reply-To: <3FB537C8.1020807@ubs-icap.org> References: <3FB537C8.1020807@ubs-icap.org> Message-ID: <20031114201729.GJ4845@fsck.com> On Fri, Nov 14, 2003 at 03:15:04PM -0500, Jeff Klassen wrote: > Hi, > > I have been looking through the RT change log and have searched the > rt-users archives. I am wising to know which versions of RT3 will still > work under Perl 5.6.1. 3.0.4 and up indicate that 5.5.1 is deprecated. 5.6.1 works equivalently poorly with all releases of RT3. > Do these newest versions simply not work in 5.6.1, or are is this > configuration just 'not supported'. It's just not supported. > Thanks for any help. > > 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 dwilhelm at irisfinancial.com Fri Nov 14 15:55:35 2003 From: dwilhelm at irisfinancial.com (d. ryon wilhelm) Date: Fri, 14 Nov 2003 12:55:35 -0800 Subject: [rt-users] mysql new install errors Message-ID: <1068843335.3fb5414704f8b@webmail.irisfinancial.com> hello all... i am receiving the following errors when running 'make initialize-database' on a new installation of rt3... anyone know what this might be??? ( further config info at bottom ) ROOT at admin01:/usr/local/rt-3-0-6# make initialize-database /usr/local/bin/perl //usr/local/rt/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create a new database and grant RT access to that database, this script needs to connect to your mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password: ld.so.1: /usr/local/bin/perl: fatal: relocation error: file /usr/local/lib/perl5/site_perl/5.8.2/sun4-solaris/auto/DBD/mysql/mysql.so: symbol mysql_init: referenced symbol not found make: *** [initialize-database] Killed ROOT at admin01:/usr/local/rt-3-0-6# ( configure options ) ./configure --prefix=/usr/local/rt --with-db-dba=root --with-db-rt-user=rt_user --with-db-rt-pass=2nd.w at y --with-web-user=nobody --with-web-group=nobody ( dependancy check output ) ROOT at admin01:/usr/local/rt-3-0-6# ./sbin/rt-test-dependencies --with-mysql --with-modperl1 perl: 5.8.0...found MASON dependencies: Params::Validate 0.02...found Cache::Cache ...found Exception::Class ...found HTML::Mason 1.16...found MLDBM ...found Errno ...found FreezeThaw ...found Digest::MD5 2.27...found CGI::Cookie 1.20...found Storable ...found Apache::Session 1.53...found MAILGATE dependencies: HTML::TreeBuilder ...found HTML::FormatText ...found Getopt::Long ...found LWP::UserAgent ...found MODPERL1 dependencies: CGI ...found Apache::Request ...found Apache::DBI 0.92...found CLI dependencies: Getopt::Long 2.24...found CORE dependencies: Digest::MD5 2.27...found DBI 1.37...found Test::Inline ...found Class::ReturnValue 0.40...found DBIx::SearchBuilder 0.92...found Text::Template ...found File::Spec 0.8...found HTML::Entities ...found Net::Domain ...found Log::Dispatch 2.0...found Locale::Maketext 1.06...found Locale::Maketext::Lexicon 0.25...found Locale::Maketext::Fuzzy ...found MIME::Entity 5.108...found Mail::Mailer 1.57...found Net::SMTP ...found Text::Wrapper ...found Time::ParseDate ...found File::Temp ...found Term::ReadKey ...found Text::Autoformat ...found Text::Quoted ...found DEV dependencies: Regexp::Common ...found Time::HiRes ...found Test::Inline ...found WWW::Mechanize ...found MYSQL dependencies: DBD::mysql 2.1018...found ( system parameters ) SunOS admin01 5.8 Generic_108528-08 sun4u sparc SUNW,Sun-Blade-100 Memory: 2048M real Status of processor 0 as of: 11/14/03 12:53:40 Processor has been on-line since 07/09/03 11:12:41. The sparcv9 processor operates at 502 MHz, and has a sparcv9 floating point processor. -<0>- d. ryon wilhelm iris financial engineering, llc UNIX 'IS' user friendly - it's just selective about who its friends are... From dwilhelm at irisfinancial.com Fri Nov 14 15:55:44 2003 From: dwilhelm at irisfinancial.com (d. ryon wilhelm) Date: Fri, 14 Nov 2003 12:55:44 -0800 Subject: [rt-users] mysql new install errors Message-ID: <1068843344.3fb5415064321@webmail.irisfinancial.com> hello all... i am receiving the following errors when running 'make initialize-database' on a new installation of rt3... anyone know what this might be??? ( further config info at bottom ) ROOT at admin01:/usr/local/rt-3-0-6# make initialize-database /usr/local/bin/perl //usr/local/rt/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create a new database and grant RT access to that database, this script needs to connect to your mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password: ld.so.1: /usr/local/bin/perl: fatal: relocation error: file /usr/local/lib/perl5/site_perl/5.8.2/sun4-solaris/auto/DBD/mysql/mysql.so: symbol mysql_init: referenced symbol not found make: *** [initialize-database] Killed ROOT at admin01:/usr/local/rt-3-0-6# ( configure options ) ./configure --prefix=/usr/local/rt --with-db-dba=root --with-db-rt-user=rt_user --with-db-rt-pass=2nd.w at y --with-web-user=nobody --with-web-group=nobody ( dependancy check output ) ROOT at admin01:/usr/local/rt-3-0-6# ./sbin/rt-test-dependencies --with-mysql --with-modperl1 perl: 5.8.0...found MASON dependencies: Params::Validate 0.02...found Cache::Cache ...found Exception::Class ...found HTML::Mason 1.16...found MLDBM ...found Errno ...found FreezeThaw ...found Digest::MD5 2.27...found CGI::Cookie 1.20...found Storable ...found Apache::Session 1.53...found MAILGATE dependencies: HTML::TreeBuilder ...found HTML::FormatText ...found Getopt::Long ...found LWP::UserAgent ...found MODPERL1 dependencies: CGI ...found Apache::Request ...found Apache::DBI 0.92...found CLI dependencies: Getopt::Long 2.24...found CORE dependencies: Digest::MD5 2.27...found DBI 1.37...found Test::Inline ...found Class::ReturnValue 0.40...found DBIx::SearchBuilder 0.92...found Text::Template ...found File::Spec 0.8...found HTML::Entities ...found Net::Domain ...found Log::Dispatch 2.0...found Locale::Maketext 1.06...found Locale::Maketext::Lexicon 0.25...found Locale::Maketext::Fuzzy ...found MIME::Entity 5.108...found Mail::Mailer 1.57...found Net::SMTP ...found Text::Wrapper ...found Time::ParseDate ...found File::Temp ...found Term::ReadKey ...found Text::Autoformat ...found Text::Quoted ...found DEV dependencies: Regexp::Common ...found Time::HiRes ...found Test::Inline ...found WWW::Mechanize ...found MYSQL dependencies: DBD::mysql 2.1018...found ( system parameters ) SunOS admin01 5.8 Generic_108528-08 sun4u sparc SUNW,Sun-Blade-100 Memory: 2048M real Status of processor 0 as of: 11/14/03 12:53:40 Processor has been on-line since 07/09/03 11:12:41. The sparcv9 processor operates at 502 MHz, and has a sparcv9 floating point processor. -<0>- d. ryon wilhelm iris financial engineering, llc UNIX 'IS' user friendly - it's just selective about who its friends are... From b.boksa at sidebysite.de Fri Nov 14 16:30:44 2003 From: b.boksa at sidebysite.de (Benjamin Boksa) Date: Fri, 14 Nov 2003 22:30:44 +0100 Subject: [rt-users] Perl upgrade from 5.8.0 to 5.8.2 breaks install In-Reply-To: <3FB4F4D3.3080700@sanbi.ac.za> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Irvine, had a very similar problem with 5.8.1 today and found out that it was due to the version of DBIx-SearchBuilder, as the mail from Malek two days ago indicated. Downgrading DBIx-SearchBuilder to 0.92 fixed that for me. Regards, Benne Am Freitag, 14.11.03, um 16:29 Uhr (Europe/Paris) schrieb Irvine Short: > Hey All > > I had RT 3.06 running like a dream on Perl 5.8.0 but this afternoon a > fellow sysadmin upgraded Perl on that box (FreeBSD 4.9-stable) to > 5.8.2 and now RT is pretty much broken. > > When I click on a queue I get the error below. Any ideas much > appreciated! > > Is there any easy way for me to get RT to use a custom version of perl? > > > > TIA, > > Irvine Short > SANBI Sys Admin > > System error > error: Can't call method "quote" on an undefined value at > /usr/local/lib/perl5/site_perl/5.8.2/DBIx/SearchBuilder.pm line 645. > context: > ... > 640: > 641: #if we're explicitly told not to to quote the value or > 642: # we're doing an IS or IS NOT (null), don't quote the operator. > 643: > 644: if ( $args{'QUOTEVALUE'} && $args{'OPERATOR'} !~ /IS/ ) { > 645: $args{'VALUE'} = $self->_Handle->dbh->quote( $args{'VALUE'} ); > 646: } > 647: } > 648: > ... > code stack: > /usr/local/lib/perl5/site_perl/5.8.2/DBIx/SearchBuilder.pm:644 > g /usr/local/rt3/lib/RT/SearchBuilder.pm:132 > g /usr/local/rt3/lib/RT/Tickets_Overlay_SQL.pm:382 > g /usr/local/rt3/lib/RT/Tickets_Overlay.pm:2007 > g /usr/local/rt3/lib/RT/Tickets_Overlay.pm:1722 > g /usr/local/rt3/share/html/Search/Listing.html:104 > g /usr/local/rt3/share/html/autohandler:182 > g > raw error > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > - -- Benjamin Boksa b.boksa at sidebysite.de PGP: http://www.sidebysite.de/pgp/b.boksa.asc 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 v1.2.3 (Darwin) iD8DBQE/tUmIR5U9XkJXZKwRAoSlAJ9kQ8w5m4vB06wNl2ZZx3MDJvPWwgCaAtTW Y9dRkpBxAIaFTSf91IQXxaY= =L8AK -----END PGP SIGNATURE----- From jmcmurry at ociweb.com Fri Nov 14 17:55:25 2003 From: jmcmurry at ociweb.com (James McMurry) Date: Fri, 14 Nov 2003 16:55:25 -0600 Subject: [rt-users] probleme with DBIx-SearchBuilder-0.93_04 In-Reply-To: <20031112165959.GA28038@fairuz.nic.Fr> References: <20031112165959.GA28038@fairuz.nic.Fr> Message-ID: <3FB55D5D.5010406@ociweb.com> Me too. The exact same error with only two tickets existing in one of two configured queues. Things appear to be fine after installing (via the CPAN shell) DBIx-SearchBuilder-0.92.tar.gz on top of the 0.93 that was already there. My system, a new install from earlier today: RT 3.0.6 RedHat 9 on a PIII 600MHz Perl 5.8.0 (from RH's perl-5.8.0-88.3.rpm) Apache 2.0.40 (from RH's httpd-2.0.40-21.5.rpm) mod_perl2 (from RH's mod_perl-1.99_07-5.rpm) MySQL 4.0.16 (from MySQL AB's RPMs) James McMurry Object Computing, Inc. Malek Shabou wrote: > hi, > i am running rt 3.0.6, and since i have upgraded the search builder to: > DBIx-SearchBuilder-0.93_04, every time i made a search i have this > error: > > error: Can't call method "quote" on an undefined value at > /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 645. > > context: ... > 640: > 641: #if we're explicitly told not to to quote the value or > 642: # we're doing an IS or IS NOT (null), don't quote the operator. > 643: > 644: if ( $args{'QUOTEVALUE'} && $args{'OPERATOR'} !~ /IS/ ) { > 645: $args{'VALUE'} = $self->_Handle->dbh->quote( $args{'VALUE'} ); > 646: } > 647: } > 648: > ... > > code stack: /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm:644 > /usr/local/rt3/lib/RT/SearchBuilder.pm:132 > /usr/local/rt3/lib/RT/Tickets_Overlay_SQL.pm:382 > /usr/local/rt3/lib/RT/Tickets_Overlay.pm:2007 > /usr/local/rt3/lib/RT/Tickets_Overlay.pm:1722 > /usr/local/rt3/share/html/Search/Listing.html:104 > /usr/local/rt3/share/html/autohandler:189 > > From jesse at bestpractical.com Fri Nov 14 18:03:45 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 14 Nov 2003 18:03:45 -0500 Subject: [rt-users] probleme with DBIx-SearchBuilder-0.93_04 In-Reply-To: <3FB55D5D.5010406@ociweb.com> References: <20031112165959.GA28038@fairuz.nic.Fr> <3FB55D5D.5010406@ociweb.com> Message-ID: <20031114230345.GO4845@fsck.com> On Fri, Nov 14, 2003 at 04:55:25PM -0600, James McMurry wrote: > Me too. The exact same error with only two tickets existing in one of > two configured queues. Things appear to be fine after installing (via > the CPAN shell) DBIx-SearchBuilder-0.92.tar.gz on top of the 0.93 that > was already there. I can't duplicate this here. Can you tell me if there's anything in mysql's error log, the httpd error log, the syslog or your rt log? > > My system, a new install from earlier today: > > RT 3.0.6 > RedHat 9 on a PIII 600MHz > Perl 5.8.0 (from RH's perl-5.8.0-88.3.rpm) > Apache 2.0.40 (from RH's httpd-2.0.40-21.5.rpm) > mod_perl2 (from RH's mod_perl-1.99_07-5.rpm) > MySQL 4.0.16 (from MySQL AB's RPMs) > > > James McMurry > Object Computing, Inc. > > > > Malek Shabou wrote: > > > hi, > > i am running rt 3.0.6, and since i have upgraded the search builder to: > > DBIx-SearchBuilder-0.93_04, every time i made a search i have this > > error: > > > >error: Can't call method "quote" on an undefined value at > >/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 645. > > > > context: ... > > 640: > > 641: #if we're explicitly told not to to quote the value or > > 642: # we're doing an IS or IS NOT (null), don't quote the operator. > > 643: > > 644: if ( $args{'QUOTEVALUE'} && $args{'OPERATOR'} !~ /IS/ ) { > > 645: $args{'VALUE'} = $self->_Handle->dbh->quote( $args{'VALUE'} ); > > 646: } > > 647: } > > 648: > > ... > > > > code stack: /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm:644 > > /usr/local/rt3/lib/RT/SearchBuilder.pm:132 > > /usr/local/rt3/lib/RT/Tickets_Overlay_SQL.pm:382 > > /usr/local/rt3/lib/RT/Tickets_Overlay.pm:2007 > > /usr/local/rt3/lib/RT/Tickets_Overlay.pm:1722 > > /usr/local/rt3/share/html/Search/Listing.html:104 > > /usr/local/rt3/share/html/autohandler:189 > > > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 Nov 14 18:12:38 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 14 Nov 2003 18:12:38 -0500 Subject: [rt-users] probleme with DBIx-SearchBuilder-0.93_04 In-Reply-To: <20031114230345.GO4845@fsck.com> References: <20031112165959.GA28038@fairuz.nic.Fr> <3FB55D5D.5010406@ociweb.com> <20031114230345.GO4845@fsck.com> Message-ID: <20031114231238.GP4845@fsck.com> On Fri, Nov 14, 2003 at 06:03:45PM -0500, Jesse Vincent wrote: > > > > On Fri, Nov 14, 2003 at 04:55:25PM -0600, James McMurry wrote: > > Me too. The exact same error with only two tickets existing in one of > > two configured queues. Things appear to be fine after installing (via > > the CPAN shell) DBIx-SearchBuilder-0.92.tar.gz on top of the 0.93 that > > was already there. > > I can't duplicate this here. Can you tell me if there's anything in > mysql's error log, the httpd error log, the syslog or your rt log? I can however deduce what's going wrong. Attached is a version of SearchBuilder/Handle.pm that spews a bunch of debugging output. Could folks seeing this issue drop it in, stop and start apache and send me the relevant logs about handles? -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. -------------- next part -------------- A non-text attachment was scrubbed... Name: Handle.pm Type: application/x-perl Size: 16447 bytes Desc: not available URL: From mbrletic at visalia.k12.ca.us Fri Nov 14 18:54:24 2003 From: mbrletic at visalia.k12.ca.us (Mat Brletic) Date: Fri, 14 Nov 2003 15:54:24 -0800 Subject: [rt-users] probleme with DBIx-SearchBuilder-0.93 Message-ID: <3FB56B30.7020903@visalia.k12.ca.us> An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Nov 14 21:36:57 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 14 Nov 2003 21:36:57 -0500 Subject: [rt-users] probleme with DBIx-SearchBuilder-0.93 In-Reply-To: <3FB56B30.7020903@visalia.k12.ca.us> References: <3FB56B30.7020903@visalia.k12.ca.us> Message-ID: <20031115023657.GQ4845@fsck.com> On Fri, Nov 14, 2003 at 03:54:24PM -0800, Mat Brletic wrote: > Some recent posts have been about searching problems after an upgrade. I > seem to be having these problems as well. > > I just upgraded to RT3.0.6, and am getting an error when I try to do a > search. This is the output I got when I tried to select all tickets in a > queue. > > SuSE Linux Enterprise server 7 > PostgreSQL 7.2.4 > Perl 5.8.0 > > To satisfy the Mason and core dependencies, I had to upgrade Digest::MD5 > from 2.20 to 2.27 > > To satisfy core dependencies: > > DBI version 1.35 upgraded to 1.37 > > and > > DBIx::SearchBuilder version 0.88 to 0.93 If you can try the test version I posted earlier today, it would be appreciated and help us track the issue. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From lists at konfido.de Sat Nov 15 17:03:03 2003 From: lists at konfido.de (Matthias Juchem) Date: Sat, 15 Nov 2003 23:03:03 +0100 Subject: [rt-users] Case-only change of queue name Message-ID: <200311152303.08156.lists@konfido.de> Hi. (using RT 3.0.6, Perl modules all up-to-date) The queue name is 'General' and I want it to be 'general'. If I want to change it, the WebGUI says that the value for the queue name is not allowed. Any hints? TIA. 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Name: not available Type: application/pgp-signature Size: 198 bytes Desc: signature URL: From rherget at xebec.de Sat Nov 15 18:23:36 2003 From: rherget at xebec.de (rherget at xebec.de) Date: Sun, 16 Nov 2003 00:23:36 +0100 Subject: [rt-users] RT 3.0.6 with perl 5.8.2 Message-ID: <200311160023.36237.rherget@xebec.de> Hi there, i've a problem since i've upgraded my apache+mod_perl+perl: rt ran about 2 month without major problems (expect the unicode things) with apache 1.3.20 + perl 5.6.1; so, to get rid of all this unicode problems i decided to upgrade perl + apache + mod_perl (now: 5.8.2, 1.3.29, 1.29). after getting it to work and installing millions of perl modules, i've the following problem now: while accessing Search/Lising.html the _second_ time, i get: error: Can't call method "quote" on an undefined value at /usr/local/lib/perl5/site_perl/5.8.2/DBIx/SearchBuilder.pm line 645. code stack: /usr/local/lib/perl5/site_perl/5.8.2/DBIx/SearchBuilder.pm:644 g /httpd/vhosts/ticket.confessmedia.com/lib/RT/SearchBuilder.pm:132 g /httpd/vhosts/ticket.confessmedia.com/lib/RT/Tickets_Overlay_SQL.pm:382 g /httpd/vhosts/ticket.confessmedia.com/lib/RT/Tickets_Overlay.pm:2007 g /httpd/vhosts/ticket.confessmedia.com/lib/RT/Tickets_Overlay.pm:1722 g /httpd/vhosts/ticket.confessmedia.com/share/html/Search/Listing.html:104 g /httpd/vhosts/ticket.confessmedia.com/share/html/autohandler:182 the first request to tickets, or Lisitings is ok, but every following will bring up the above error, afterwards only the configuration things + start page will work, everything else is broken. i've already tried to delete the mason cache, and a few other things, but nothing changed. maybe someone here has an useful idea, i don't know further :/ Thanks, Roland From jesse at bestpractical.com Sat Nov 15 18:26:26 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 15 Nov 2003 18:26:26 -0500 Subject: [rt-users] RT 3.0.6 with perl 5.8.2 In-Reply-To: <200311160023.36237.rherget@xebec.de> References: <200311160023.36237.rherget@xebec.de> Message-ID: <20031115232626.GU4845@fsck.com> It's a known issue with DBIx::SearchBuilder 0.93. Back down to 0.92 until we get it figured out and you should be ok. On Sun, Nov 16, 2003 at 12:23:36AM +0100, rherget at xebec.de wrote: > Hi there, > > i've a problem since i've upgraded my apache+mod_perl+perl: > rt ran about 2 month without major problems (expect the unicode things) with > apache 1.3.20 + perl 5.6.1; > so, to get rid of all this unicode problems i decided to upgrade perl + > apache + mod_perl (now: 5.8.2, 1.3.29, 1.29). > after getting it to work and installing millions of perl modules, i've the > following problem now: > > while accessing Search/Lising.html the _second_ time, i get: > > error: Can't call method "quote" on an undefined value at > /usr/local/lib/perl5/site_perl/5.8.2/DBIx/SearchBuilder.pm line 645. > > code stack: > /usr/local/lib/perl5/site_perl/5.8.2/DBIx/SearchBuilder.pm:644 > g /httpd/vhosts/ticket.confessmedia.com/lib/RT/SearchBuilder.pm:132 > g /httpd/vhosts/ticket.confessmedia.com/lib/RT/Tickets_Overlay_SQL.pm:382 > g /httpd/vhosts/ticket.confessmedia.com/lib/RT/Tickets_Overlay.pm:2007 > g /httpd/vhosts/ticket.confessmedia.com/lib/RT/Tickets_Overlay.pm:1722 > g /httpd/vhosts/ticket.confessmedia.com/share/html/Search/Listing.html:104 > g /httpd/vhosts/ticket.confessmedia.com/share/html/autohandler:182 > > the first request to tickets, or Lisitings is ok, but every following will > bring up the above error, afterwards only the configuration things + start > page will work, everything else is broken. > > i've already tried to delete the mason cache, and a few other things, but > nothing changed. > > maybe someone here has an useful idea, i don't know further :/ > > Thanks, > Roland > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 rherget at xebec.de Sat Nov 15 18:34:40 2003 From: rherget at xebec.de (rherget at xebec.de) Date: Sun, 16 Nov 2003 00:34:40 +0100 Subject: [rt-users] RT 3.0.6 with perl 5.8.2 In-Reply-To: <20031115232626.GU4845@fsck.com> References: <200311160023.36237.rherget@xebec.de> <20031115232626.GU4845@fsck.com> Message-ID: <200311160034.40528.rherget@xebec.de> Hi Jesse, works fine, thanks for the quick help :) Greetings, Roland On Sunday 16 November 2003 00:26, you wrote: > It's a known issue with DBIx::SearchBuilder 0.93. Back down to 0.92 > until we get it figured out and you should be ok. From darrell.burkey at anu.edu.au Sat Nov 15 19:44:02 2003 From: darrell.burkey at anu.edu.au (Darrell Burkey) Date: Sun, 16 Nov 2003 11:44:02 +1100 (EST) Subject: [rt-users] RT3 error from new install on Solaris Message-ID: Been working for days on this so would appreciate any leads. Have read every bit of doco I can find. Had it running on a Linux box not long ago so I'm familar with it but now I need it running on a Solaris box. After a new install of RT3 accessing the URL on my server I get the error: Can't call method "FETCH" on an undefined value at /usr/perl5/5.8.2/lib/CGI/Cookie.pm line 76 Installation details: new install on Solaris 8 Perl 5.8.2 with all modules up to date Running mod_perl statically compiled in to apache 1.3.29 Only info I can find is that others have had this error if they were attempting to use mod_perl as DSO which I am not. Cheers. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Darrell Burkey Australian National University From Malek.Shabou at nic.fr Sun Nov 16 02:40:36 2003 From: Malek.Shabou at nic.fr (Malek Shabou) Date: Sun, 16 Nov 2003 08:40:36 +0100 Subject: [rt-users] probleme with DBIx-SearchBuilder-0.93 In-Reply-To: <20031115023657.GQ4845@fsck.com> References: <3FB56B30.7020903@visalia.k12.ca.us> <20031115023657.GQ4845@fsck.com> Message-ID: <20031116074036.GA29044@fairuz.nic.Fr> Hi, the last version of DBIx::SearchBuilder (0.94) works fine now. but the search of strings with accents (?,?...) does not works yet. Malek, le 14 Nov, Jesse Vincent a ?crit : > > > > On Fri, Nov 14, 2003 at 03:54:24PM -0800, Mat Brletic wrote: > > Some recent posts have been about searching problems after an upgrade. I > > seem to be having these problems as well. > > > > I just upgraded to RT3.0.6, and am getting an error when I try to do a > > search. This is the output I got when I tried to select all tickets in a > > queue. > > > > SuSE Linux Enterprise server 7 > > PostgreSQL 7.2.4 > > Perl 5.8.0 > > > > To satisfy the Mason and core dependencies, I had to upgrade Digest::MD5 > > from 2.20 to 2.27 > > > > To satisfy core dependencies: > > > > DBI version 1.35 upgraded to 1.37 > > > > and > > > > DBIx::SearchBuilder version 0.88 to 0.93 > > > If you can try the test version I posted earlier today, it would be > appreciated and help us track the issue. > > > -- > 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 -- 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 jesse at bestpractical.com Sun Nov 16 02:46:11 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 16 Nov 2003 02:46:11 -0500 Subject: [rt-users] probleme with DBIx-SearchBuilder-0.93 In-Reply-To: <20031116074036.GA29044@fairuz.nic.Fr> References: <3FB56B30.7020903@visalia.k12.ca.us> <20031115023657.GQ4845@fsck.com> <20031116074036.GA29044@fairuz.nic.Fr> Message-ID: <20031116074611.GX4845@fsck.com> On Sun, Nov 16, 2003 at 08:40:36AM +0100, Malek Shabou wrote: > Hi, > the last version of DBIx::SearchBuilder (0.94) works fine now. but the > search of strings with accents (?,?...) does not works yet. Correct. It's a Saturday night. I rushed out the update to fix the regression, but have a change which should fix the search of strings containing accents sometime next week. Best, Jesse > Malek, > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From josh at saratoga.lib.ny.us Sun Nov 16 15:28:19 2003 From: josh at saratoga.lib.ny.us (josh) Date: Sun, 16 Nov 2003 15:28:19 -0500 Subject: [rt-users] Makefile ./configure problem with RT3 Message-ID: <20031116202819.GA19761@saratoga.lib.ny.us> When I ran configure I used the following options [josh rt-3-0-6]$ ./configure --prefix=/usr/local --sysconfdir=/etc --localstatedir=/var --with-web-user=httpd --with-web-group=httpd The configure was easy. Then I got through all the perl dependencies and created the rt group. When I ran make install it ignored the sysconfdir and localstatedir parameters. I would up with an RT_SiteConfig.pm file in /usr/local/etc containing only one line: 1; Is this a bug? Or was there something I missed. I have developed a preference for keeping my config files and my log files in the same spot and the above use of configure seems good. Though I might be saner if I used /etc/rt and /var/rt to avoid possible conflicts. In any case the makefile created is ignoring the directives. -- Josh Kuperman josh at saratoga.lib.ny.us From pdh at snapgear.com Sun Nov 16 17:22:47 2003 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 17 Nov 2003 08:22:47 +1000 Subject: [rt-users] Case-only change of queue name In-Reply-To: <200311152303.08156.lists@konfido.de> References: <200311152303.08156.lists@konfido.de> Message-ID: <20031116222247.GB770@moreton.com.au> Matthias Juchem wrote: > The queue name is 'General' and I want it to be 'general'. > > If I want to change it, the WebGUI says that the value for the queue name is > not allowed. Queue names are case-insensitive, and it thinks you're changing the name to one that already exists. That could be seen as a bug, but probably not one likely to be fixed in a hurry. As a workaround, you might be able to change the name from "General" to "general1" and then to "general". -- 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 snapgear.com Sun Nov 16 17:28:07 2003 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 17 Nov 2003 08:28:07 +1000 Subject: [rt-users] CLI password In-Reply-To: <3FB42A26.2090509@visalia.k12.ca.us> References: <3FB42A26.2090509@visalia.k12.ca.us> Message-ID: <20031116222807.GC770@moreton.com.au> Mat Brletic wrote: > I am prompted for a password. No password that I have in RT or Postgres > works. I get the error: The password is the one for the RT user with the "Unix login" field matching the Unix account you're using. Or at least it should be. -- 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 snapgear.com Sun Nov 16 17:30:20 2003 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 17 Nov 2003 08:30:20 +1000 Subject: [rt-users] RT 1.0.7 --> 3.0 on Mac OS X 10.3 In-Reply-To: <21818E77-1617-11D8-8CFD-003065481C00@curis.com> References: <21818E77-1617-11D8-8CFD-003065481C00@curis.com> Message-ID: <20031116223020.GD770@moreton.com.au> Peter Kerns wrote: > - Is there a migration tool or set of instructions for importing the > data from RT 1 to 3? No, but there's a 1 to 2 and a 2 to 3, search the list archives for more. -- 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 jesse at bestpractical.com Sun Nov 16 17:31:08 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 16 Nov 2003 17:31:08 -0500 Subject: [rt-users] CLI password In-Reply-To: <20031116222807.GC770@moreton.com.au> References: <3FB42A26.2090509@visalia.k12.ca.us> <20031116222807.GC770@moreton.com.au> Message-ID: <20031116223108.GY4845@fsck.com> On Mon, Nov 17, 2003 at 08:28:07AM +1000, Phil Homewood wrote: > Mat Brletic wrote: > > I am prompted for a password. No password that I have in RT or Postgres > > works. I get the error: > > The password is the one for the RT user with the "Unix login" > field matching the Unix account you're using. Or at least it > should be. Actually, RT 3.0's cli lets you specify the RT username and password you want to be using. The 'unix username' doesn't really figure into the new http-based CLI. Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at snapgear.com Sun Nov 16 17:31:07 2003 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 17 Nov 2003 08:31:07 +1000 Subject: [rt-users] can't view 'killed' tickets but they're in the DB In-Reply-To: <3FB3F1D0.30402@bitpipe.com> References: <3FB3F1D0.30402@bitpipe.com> Message-ID: <20031116223107.GE770@moreton.com.au> Brett Dikeman wrote: > Someone just noticed that we can't view dead/killed tickets in our system. Working as designed. Killed tickets are effectively "deleted", and should not be returned in any search. -- 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 snapgear.com Sun Nov 16 17:41:34 2003 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 17 Nov 2003 08:41:34 +1000 Subject: [rt-users] mysql new install errors In-Reply-To: <1068843335.3fb5414704f8b@webmail.irisfinancial.com> References: <1068843335.3fb5414704f8b@webmail.irisfinancial.com> Message-ID: <20031116224134.GF770@moreton.com.au> d. ryon wilhelm wrote: > Password: ld.so.1: /usr/local/bin/perl: fatal: relocation error: file > /usr/local/lib/perl5/site_perl/5.8.2/sun4-solaris/auto/DBD/mysql/mysql.so: > symbol mysql_init: referenced symbol not found Reinstall your DBD::mysql module. It's linked against something that has changed. -- 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 philippe at belnet.be Mon Nov 17 05:56:01 2003 From: philippe at belnet.be (Philippe Van Hecke) Date: Mon, 17 Nov 2003 11:56:01 +0100 Subject: [rt-users] Problem upgrade from rt-2.0.9 to rt3-0.6 Message-ID: <200311171156.04401.philippe@belnet.be> I have a problem to migrate my rt-2.0.9 installation to rt3-0.6 after importing the rt2 db to rt3 db with rt2-to-rt3-v1.20 i am unable to create new ticket or udpate existing ticket in rt3. befor the update rt3 work well. I use a gentoo system with postgres postgresql-7.3.4 Server Version: Apache/1.3.28 (Unix) (Gentoo/Linux) mod_perl/1.27 HTML-Mason 1.20 * Apache-DBI Latest version installed: 0.91 * DBI Latest version installed: 1.37 * DBD-Pg Latest version installed: 1.22 DBIx::SearchBuilder 0.92 looking in the log when i try to create the ticket i obtain this. Nov 17 11:32:34 philippe-2 RT: DBD::Pg::st execute failed: ERROR: Cannot insert a duplicate key into unique index tickets_pkey at /usr/lib/perl5/ site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. (/usr/local/rt3//lib/ RT.pm:247) Nov 17 11:32:34 philippe-2 RT: RT::Handle=HASH(0x8befe80) couldn't execute the query 'INSERT INTO Tickets (Owner, Started, Type, InitialPriority, LastUpdatedBy, Resolved, Starts, Subject, Status, Created, FinalPriority, Priority, Queue, Due, LastUpdated, Creator) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/ site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. (/usr/local/rt3//lib/ RT.pm:247) As rt3 working correctly befor update of db from rt2 i suspect the conversion tools but have no idea where to investigate to try to resolve my problem. Any help will be welcom. regards, Philippe. -- _____________________ Philippe Van Hecke NETWORK ENGINEER BELNET Rue de la Science, 4 B-1000 Brussels Belgium Tel: +32 (0) 27903333 Fax: +32 (0) 27903335 ______________________ From lists at konfido.de Mon Nov 17 05:58:33 2003 From: lists at konfido.de (Matthias Juchem) Date: Mon, 17 Nov 2003 11:58:33 +0100 Subject: [rt-users] What is the right 'TakeTicket' Message-ID: <200311171158.37673.lists@konfido.de> Hi. Does anybody know what the right 'TakeTicket' is? It's not mentionned in the documentation. If I see correctly, it's only used in one place: lib/RT/Ticket_Overlay.pm, sub SetOwner. TIA. Best regards, Matthias -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 198 bytes Desc: signature URL: From cubic at acronis.ru Mon Nov 17 06:13:28 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 17 Nov 2003 14:13:28 +0300 Subject: [rt-users] Problem upgrade from rt-2.0.9 to rt3-0.6 In-Reply-To: <200311171156.04401.philippe@belnet.be> References: <200311171156.04401.philippe@belnet.be> Message-ID: <3FB8AD58.6010602@acronis.ru> Philippe Van Hecke wrote: > I have a problem to migrate my rt-2.0.9 installation to rt3-0.6 > after importing the rt2 db to rt3 db with rt2-to-rt3-v1.20 i am > unable to create new ticket or udpate existing ticket in rt3. > befor the update rt3 work well. > > I use a gentoo system with postgres postgresql-7.3.4 > Server Version: Apache/1.3.28 (Unix) (Gentoo/Linux) mod_perl/1.27 > HTML-Mason 1.20 > > * Apache-DBI > Latest version installed: 0.91 > > * DBI > Latest version installed: 1.37 > > * DBD-Pg > Latest version installed: 1.22 > > DBIx::SearchBuilder 0.92 > > looking in the log when i try to create the ticket i obtain this. > > > Nov 17 11:32:34 philippe-2 RT: DBD::Pg::st execute failed: ERROR: Cannot > insert a duplicate key into unique index tickets_pkey at /usr/lib/perl5/ > site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. (/usr/local/rt3//lib/ > RT.pm:247) > Nov 17 11:32:34 philippe-2 RT: RT::Handle=HASH(0x8befe80) couldn't execute the > query 'INSERT INTO Tickets (Owner, Started, Type, InitialPriority, > LastUpdatedBy, Resolved, Starts, Subject, Status, Created, FinalPriority, > Priority, Queue, Due, LastUpdated, Creator) VALUES > (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/ > site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. (/usr/local/rt3//lib/ > RT.pm:247) > > As rt3 working correctly befor update of db from rt2 i suspect the conversion > tools but have no idea where to investigate to try to resolve my problem. > > Any help will be welcom. I think you should update PG autoincrement generators. I don't use Pg so I don't know how to do it, but search in archives there was same problem. Good luck. Ruslan. > > regards, > > Philippe. > > > From cubic at acronis.ru Mon Nov 17 06:19:19 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 17 Nov 2003 14:19:19 +0300 Subject: [rt-users] What is the right 'TakeTicket' In-Reply-To: <200311171158.37673.lists@konfido.de> References: <200311171158.37673.lists@konfido.de> Message-ID: <3FB8AEB7.3060405@acronis.ru> Matthias Juchem wrote: > Hi. > > Does anybody know what the right 'TakeTicket' is? When ticket ticket owner is 'nobody' you have to AT LEAST be granted with this right to change owner to you. Some rights can include this too(for example SuperUser :)) Best regards. Ruslan. > > It's not mentionned in the documentation. If I see correctly, it's only used > in one place: lib/RT/Ticket_Overlay.pm, sub SetOwner. > > TIA. > > Best regards, > Matthias > > > ------------------------------------------------------------------------ > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From lists at konfido.de Mon Nov 17 06:24:23 2003 From: lists at konfido.de (Matthias Juchem) Date: Mon, 17 Nov 2003 12:24:23 +0100 Subject: [rt-users] What is the right 'TakeTicket' In-Reply-To: <3FB8AEB7.3060405@acronis.ru> References: <200311171158.37673.lists@konfido.de> <3FB8AEB7.3060405@acronis.ru> Message-ID: <200311171224.23392.lists@konfido.de> On Monday 17 November 2003 12:19, Ruslan U. Zakirov wrote: > Matthias Juchem wrote: > > Hi. > > > > Does anybody know what the right 'TakeTicket' is? > > When ticket ticket owner is 'nobody' you have to AT LEAST be granted > with this right to change owner to you. Some rights can include this > too(for example SuperUser :)) No, that's definitively OwnTicket. I have made that mistake previously. Regards, Matthias From cubic at acronis.ru Mon Nov 17 06:38:23 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 17 Nov 2003 14:38:23 +0300 Subject: [rt-users] What is the right 'TakeTicket' In-Reply-To: <200311171224.23392.lists@konfido.de> References: <200311171158.37673.lists@konfido.de> <3FB8AEB7.3060405@acronis.ru> <200311171224.23392.lists@konfido.de> Message-ID: <3FB8B32F.3020009@acronis.ru> Matthias Juchem wrote: > On Monday 17 November 2003 12:19, Ruslan U. Zakirov wrote: > >>Matthias Juchem wrote: >> >>>Hi. >>> >>>Does anybody know what the right 'TakeTicket' is? >> >>When ticket ticket owner is 'nobody' you have to AT LEAST be granted >>with this right to change owner to you. Some rights can include this >>too(for example SuperUser :)) > > > No, that's definitively OwnTicket. I have made that mistake previously. TakeTicket right is minimum requirment to change Owner of ticket now owned by nobody. Look in code below. What about this code? sub SetOwner { ... if ( $self->OwnerObj->Id == $RT::Nobody->Id ) { unless ( $self->CurrentUserHasRight('ModifyTicket') || $self->CurrentUserHasRight('TakeTicket') ) { return ( 0, $self->loc("Permission Denied") ); } } elsif ... Best regards. Ruslan. > > Regards, > Matthias > From lists at konfido.de Mon Nov 17 06:55:52 2003 From: lists at konfido.de (Matthias Juchem) Date: Mon, 17 Nov 2003 12:55:52 +0100 Subject: [rt-users] What is the right 'TakeTicket' In-Reply-To: <3FB8B32F.3020009@acronis.ru> References: <200311171158.37673.lists@konfido.de> <200311171224.23392.lists@konfido.de> <3FB8B32F.3020009@acronis.ru> Message-ID: <200311171255.52757.lists@konfido.de> Hi. On Monday 17 November 2003 12:38, Ruslan U. Zakirov wrote: > TakeTicket right is minimum requirment to change Owner of ticket now > owned by nobody. Look in code below. Oh, sorry, you are right. I have had the global right TakeTicket and did not notice. Besides, the "Take" link is display if you have OwnTicket for that queue, whether you have TakeTicket or not. Of course, trying to take the ticket if you have OwnTicket but not TakeTicket fails. So TakeTicket/StealTicket describes only the way you get the ticket by and you always have to have OwnTicket, ok? Best regards, Matthias From lists at konfido.de Mon Nov 17 07:09:21 2003 From: lists at konfido.de (Matthias Juchem) Date: Mon, 17 Nov 2003 13:09:21 +0100 Subject: [rt-users] Re: Case-only change of queue name In-Reply-To: <20031117113912.BC23B112FC@pallas.eruditorum.org> References: <20031117113912.BC23B112FC@pallas.eruditorum.org> Message-ID: <200311171309.21491.lists@konfido.de> On Monday 17 November 2003 12:39, rt-users-request at lists.fsck.com wrote: > Date: Mon, 17 Nov 2003 08:22:47 +1000 > From: Phil Homewood > Subject: Re: [rt-users] Case-only change of queue name > To: rt-users at lists.fsck.com > > Matthias Juchem wrote: > > The queue name is 'General' and I want it to be 'general'. > > > > If I want to change it, the WebGUI says that the value for the queue name > > is not allowed. > > Queue names are case-insensitive, and it thinks you're changing > the name to one that already exists. That could be seen as a bug, > but probably not one likely to be fixed in a hurry. > > As a workaround, you might be able to change the name from "General" > to "general1" and then to "general". Yes, that's what I have done. But I guess some people get confused because the direct way does not work. Regards, Matthias From cubic at acronis.ru Mon Nov 17 07:36:46 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 17 Nov 2003 15:36:46 +0300 Subject: [rt-users] What is the right 'TakeTicket' In-Reply-To: <200311171255.52757.lists@konfido.de> References: <200311171158.37673.lists@konfido.de> <200311171224.23392.lists@konfido.de> <3FB8B32F.3020009@acronis.ru> <200311171255.52757.lists@konfido.de> Message-ID: <3FB8C0DE.8030908@acronis.ru> Matthias Juchem wrote: > Hi. > > On Monday 17 November 2003 12:38, Ruslan U. Zakirov wrote: > >>TakeTicket right is minimum requirment to change Owner of ticket now >>owned by nobody. Look in code below. > > > Oh, sorry, you are right. I have had the global right TakeTicket and did not > notice. > > Besides, the "Take" link is display if you have OwnTicket for that queue, > whether you have TakeTicket or not. Of course, trying to take the ticket if > you have OwnTicket but not TakeTicket fails. > > So TakeTicket/StealTicket describes only the way you get the ticket by and you > always have to have OwnTicket, ok? FAQ: Ownership changes vs rights. User can be set as owner of ticket only if he has right 'OwnTicket'. Current user who try to change ownership of ticket have to have rights also, see beelow: 1) If target ticket's current Owner is Nobody then current user need 'TakeTicket' or 'ModifyTicket' right. 2) If target ticket's current Owner is not Nobody and not Current User then current user need 'ModifyTicket' or 'StealTicket' right. 3) In other cases 'ModifyTicket' right allow user change ownership. User in some cases can't change ownership because of logic restrictions: 1) If current ticket's owner is not Nobody and is not current user then current user can change owner only if he do 'Steal' or 'Force owner change'. This is correct for RT-3.0.6 Best regards. Ruslan. > > Best regards, > Matthias From rt at mas.ml1.net Mon Nov 17 07:49:36 2003 From: rt at mas.ml1.net (MAS) Date: Mon, 17 Nov 2003 12:49:36 +0000 Subject: [rt-users] are Attachment records necessary? In-Reply-To: References: Message-ID: <2966979.1069073375@[192.168.0.235]> Hi Jim, Thanks for your suggestion. --On 14 November 2003 11:50 -0600 Jim Rowan wrote: > You might want to look at one of the RT import scripts for guidance. I > did something quite similar to what you are doing and found that using > it as a basis for my custom import script was far more effective than > writing it from scratch. (Notwithstanding the fact that I did end up > replacing most of it.) That's what I'm doing, working with F2Wcvs-to-rt-3_0 as a basis and modifying it to suit my needs. (any others you could recommend? this is the only import script for RT3 I've found so far.) And as you said, I'm finding that I'm having to replace most of it, but it's a good place to start. But the question is... > You can definitely use the existing classes to create things with > specific ticket numbers. How do I do this? I don't know whether it's just me, but I'm finding the RT class structure really difficult to get my head around, and I haven't seen any way to do what you suggest. Obviously that would be great, but on the other hand I think it will be faster just to use DBI and insert stuff into the database myself than trawl through the code and inheiritances trying to figure out what's doing what. Also, the script I'm working from creates Transactions and Attachments separately as well, so that still doesn't answer my initial question of whether Attachments _have_ to be created for each Create transaction or are optional. Any more suggestions? Thanks! michael > > Jim Rowan > From hanno.mueller at epublica.de Mon Nov 17 09:10:05 2003 From: hanno.mueller at epublica.de (Hanno Mueller) Date: Mon, 17 Nov 2003 15:10:05 +0100 Subject: [rt-users] Insecure dependency with FastCGI In-Reply-To: <3FB43A70.1070205@epublica.de> References: <3FB43A70.1070205@epublica.de> Message-ID: <3FB8D6BD.7090401@epublica.de> Hanno Mueller wrote: > I'm trying to install RT on a Debian Stable box. Since Debian doesn't > come with Perl 5.8 yet, I compiled my own 5.8.2. It runs Apache 1.3.26 > with FastCGI. > > > I followed all the installation instructions for RT. [..] > I'm a bit stuck and the mailing list doesn't mention this problem for > recent versions. Yet, I cannot use RT with mod_perl on this particular > server. > > Any suggestions? I also tried to run 3.0.7 RC1 on the same box, no luck. Again, Perl complains about the mkdir() call. I've tried to untaint the CGI variables, but actually, I don't want to hunt for the symptom until I actually know the cause. Is anyone else running RT 3.0.6 as a CGI or as a FastCGI? I cannot install mod_perl on this server, so any help is greatly appreciated. Thanks, Hanno From bobg at uic.edu Mon Nov 17 09:46:33 2003 From: bobg at uic.edu (Bob Goldstein) Date: Mon, 17 Nov 2003 08:46:33 -0600 Subject: [rt-users] Insecure dependency with FastCGI In-Reply-To: Your message of "Mon, 17 Nov 2003 15:10:05 +0100." <3FB8D6BD.7090401@epublica.de> Message-ID: <200311171446.hAHEkYpL004102@shark.cc.uic.edu> >Hanno Mueller wrote: > >> I'm trying to install RT on a Debian Stable box. Since Debian doesn't >> come with Perl 5.8 yet, I compiled my own 5.8.2. It runs Apache 1.3.26 >> with FastCGI. .... > >Is anyone else running RT 3.0.6 as a CGI or as a FastCGI? I cannot >install mod_perl on this server, so any help is greatly appreciated. > I have RT 3.0.6 running with FastCGI, perl 5.8.1. I have mod_perl installed, but I prefer fastcgi for RT so that I can run multiple instances of RT. In the process of flailing at this originally, I set apache to run as group 'rt'. So I think perl doesn't see the fastcgi as running setgid, since RGID == EGID, and so doesn't run taint checks. (That wasn't my original intention, just worked out that way.) In my case, I'm not using this server or apache instance for anything but RT, so tuning it to run RT is ok. That may or may not be ok for you. bobg From michael.firestone at rule-of-ten.com Mon Nov 17 09:48:59 2003 From: michael.firestone at rule-of-ten.com (michael.firestone) Date: Mon, 17 Nov 2003 08:48:59 -0600 Subject: [rt-users] Re: Insecure dependency with FastCGI In-Reply-To: <3FB8D6BD.7090401@epublica.de> References: <3FB43A70.1070205@epublica.de> <3FB8D6BD.7090401@epublica.de> Message-ID: <20031117144859.1866.qmail@mail.opentransfer.com> I have seen this symptom in other contexts. Simply put, File::Path does not play well with taint mode. In your case, the $path variable in the mkdir() call is considered tainted. The only way around this I have ever found was to create File::PathTaint which is a copy of File::Path, but includes some really unpleasant taint cleaning ( usually something along the lines of: my $clean_path; $clean_path = $1 if ( $path =~ /^(.+)$/; $path = $clean_path; Yes, I know. It completely circumvents the idea of taint checking. But it fixed the problem :) Mik Hanno Mueller writes: > Hanno Mueller wrote: > >> I'm trying to install RT on a Debian Stable box. Since Debian doesn't >> come with Perl 5.8 yet, I compiled my own 5.8.2. It runs Apache 1.3.26 >> with FastCGI. >> >> >> I followed all the installation instructions for RT. > > [..] > >> I'm a bit stuck and the mailing list doesn't mention this problem for >> recent versions. Yet, I cannot use RT with mod_perl on this particular >> server. >> >> Any suggestions? > > I also tried to run 3.0.7 RC1 on the same box, no luck. Again, Perl > complains about the mkdir() call. > > I've tried to untaint the CGI variables, but actually, I don't want to > hunt for the symptom until I actually know the cause. > > > Is anyone else running RT 3.0.6 as a CGI or as a FastCGI? I cannot install > mod_perl on this server, so any help is greatly appreciated. > > Thanks, > > Hanno > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm Mik Firestone Vice Principal Rule of Ten, Inc. From OS.Tony at bridgeagency.com Mon Nov 17 10:56:52 2003 From: OS.Tony at bridgeagency.com (Odd Shaped Tony) Date: Mon, 17 Nov 2003 10:56:52 -0500 Subject: [rt-users] Upgrade 3.02 to 3.06 Question Message-ID: <6F5E96C4E92BE445BA35525922992EB20EA0D3@winserv2.bridgeagency.com> I'd like to upgrade my RT from version 3.02 to 3.06. From what I've read in the instructions, it sounds as easy as: FOR UPGRADING: (Within the RT 3.0.x series) As root, type: make upgrade (replace "make" with the local name for Make, if you need to) This will build new binaries, config files and libraries without overwriting your RT database. It may then instruct you to update your RT system database objects. Are there any other watchouts? Is there anything else I need to be thinking about before I run the upgrade script? Thanks, Tony -------------- next part -------------- An HTML attachment was scrubbed... URL: From jschubert at linearcorp.com Sun Nov 16 01:25:30 2003 From: jschubert at linearcorp.com (John Schubert) Date: 15 Nov 2003 22:25:30 -0800 Subject: [rt-users] Fixing broken link to image and RTFM In-Reply-To: <20031117144859.1866.qmail@mail.opentransfer.com> References: <3FB43A70.1070205@epublica.de> <3FB8D6BD.7090401@epublica.de> <20031117144859.1866.qmail@mail.opentransfer.com> Message-ID: <1068963935.9631.27.camel@localhost.localdomain> Hello, I've just set up RT 3-0-6 (with MySQL 4.0.16, apache 1.3.29, mod_perl 1.29, and RTFM 2.0.1) and have a few questions. After using the default install, the image comes up as broken in the upper left corner. I missed modifying it during the install, so I'm trying to add it afterwards. I have seen several mentions on here about modifying RT-Config.pm, although the file states at the top to not modify it directly. So which is true? What directory does RT look within for the logo? I changed it to "image.gif" and put a file called "image.gif" in /opt/rt3/share/html (and restarted Apache just in case it loads the config only at http start). I'll hold on to my questions about RTFM until I rtfm :-) Thanks, John From bdikeman at bitpipe.com Mon Nov 17 12:25:33 2003 From: bdikeman at bitpipe.com (Brett Dikeman) Date: Mon, 17 Nov 2003 12:25:33 -0500 Subject: [rt-users] Mailgate errors for only one user Message-ID: <3FB9048D.6070501@bitpipe.com> Near as we can tell, only one user(out of 50 or so) is getting the following message: >The original message was received at Fri, 14 Nov 2003 09:56:42 -0500 >from ross.bitpipe.com [192.168.1.30] > > ----- The following addresses had permanent fatal errors ----- >"|/etc/smrsh/rt-mailgate --queue goldmine --action correspond" > (reason: 255) > (expanded from: ) > > ----- Transcript of session follows ----- >DBI->connect(dbname=rt2;host=localhost) failed: at >/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 119 >Connect Failed > at /opt/rt2/lib/RT.pm line 27 >554 5.3.0 unknown mailer error 255 >Reporting-MTA: dns; tabasco.bitpipe.com >Received-From-MTA: DNS; ross.bitpipe.com >Arrival-Date: Fri, 14 Nov 2003 09:56:42 -0500 > >Final-Recipient: RFC822; goldmine@[192.168.1.237] >X-Actual-Recipient: X-Unix; |/etc/smrsh/rt-mailgate --queue goldmine >--action correspond >Action: failed >Status: 5.0.0 There's nothing specific to her configuration that we can tell of...nor can I think of anything in her configuration that would cause a DB error in the first place... Any ideas? Also, no answers on my last email... Brett From philippe at belnet.be Mon Nov 17 12:45:47 2003 From: philippe at belnet.be (Philippe Van Hecke) Date: Mon, 17 Nov 2003 18:45:47 +0100 Subject: [rt-users] Problem upgrade from rt-2.0.9 to rt3-0.6 In-Reply-To: <3FB8AD58.6010602@acronis.ru> References: <200311171156.04401.philippe@belnet.be> <3FB8AD58.6010602@acronis.ru> Message-ID: <200311171845.50563.philippe@belnet.be> On Monday 17 November 2003 12:13, Ruslan U. Zakirov wrote: > Philippe Van Hecke wrote: > > I have a problem to migrate my rt-2.0.9 installation to rt3-0.6 > > after importing the rt2 db to rt3 db with rt2-to-rt3-v1.20 i am > > unable to create new ticket or udpate existing ticket in rt3. > > befor the update rt3 work well. > > > > I use a gentoo system with postgres postgresql-7.3.4 > > Server Version: Apache/1.3.28 (Unix) (Gentoo/Linux) mod_perl/1.27 > > HTML-Mason 1.20 > > > > * Apache-DBI > > Latest version installed: 0.91 > > > > * DBI > > Latest version installed: 1.37 > > > > * DBD-Pg > > Latest version installed: 1.22 > > > > DBIx::SearchBuilder 0.92 > > > > looking in the log when i try to create the ticket i obtain this. > > > > > > Nov 17 11:32:34 philippe-2 RT: DBD::Pg::st execute failed: ERROR: Cannot > > insert a duplicate key into unique index tickets_pkey at /usr/lib/perl5/ > > site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. > > (/usr/local/rt3//lib/ RT.pm:247) > > Nov 17 11:32:34 philippe-2 RT: RT::Handle=HASH(0x8befe80) couldn't > > execute the query 'INSERT INTO Tickets (Owner, Started, Type, > > InitialPriority, LastUpdatedBy, Resolved, Starts, Subject, Status, > > Created, FinalPriority, Priority, Queue, Due, LastUpdated, Creator) > > VALUES > > (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/ > > site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. > > (/usr/local/rt3//lib/ RT.pm:247) > > > > As rt3 working correctly befor update of db from rt2 i suspect the > > conversion tools but have no idea where to investigate to try to resolve > > my problem. > > > > Any help will be welcom. > > I think you should update PG autoincrement generators. > I don't use Pg so I don't know how to do it, but search in archives > there was same problem. > Good luck. Ruslan. Have try to search in the rt-user mailing list archive but find nothing for pg related. But after looking more deeply into my postgres log it seem that this not the only error i get when i import the old db i have also many pg_atoi error followed by some email adresses. like this ERROR: pg_atoi: error in "xxxt at yyy.be": can't parse "xxxt at yyy.be" and also many following ERROR: Invalid UNICODE character sequence found (0xe964e9) So i thing that i will drop pg usage and try to use mysql. my question is does the dump from rt2+pg will be imported into rt3 with mysql ? regards, Philippe. -- _____________________ Philippe Van Hecke NETWORK ENGINEER BELNET Rue de la Science, 4 B-1000 Brussels Belgium Tel: +32 (0) 27903333 Fax: +32 (0) 27903335 ______________________ From daniel at codata.com.br Mon Nov 17 12:47:42 2003 From: daniel at codata.com.br (Daniel A. Melo) Date: 17 Nov 2003 14:47:42 -0300 Subject: [rt-users] Insecure dependency with FastCGI In-Reply-To: <3FB8D6BD.7090401@epublica.de> References: <3FB43A70.1070205@epublica.de> <3FB8D6BD.7090401@epublica.de> Message-ID: <1069091262.19865.53.camel@p50> Change your Debian box to testing and run: apt-get update; apt-get dist-upgrade. I have rt 3.0.6 running on a Debian Testing box. []'s -- Daniel A. Melo Consultor em Seguran?a da Tecnologia da Informa??o MCSO - Modulo Certified Security Officer Em Seg, 2003-11-17 ?s 11:10, Hanno Mueller escreveu: > Hanno Mueller wrote: > > > I'm trying to install RT on a Debian Stable box. Since Debian doesn't > > come with Perl 5.8 yet, I compiled my own 5.8.2. It runs Apache 1.3.26 > > with FastCGI. > > > > > > I followed all the installation instructions for RT. > > [..] > > > I'm a bit stuck and the mailing list doesn't mention this problem for > > recent versions. Yet, I cannot use RT with mod_perl on this particular > > server. > > > > Any suggestions? > > I also tried to run 3.0.7 RC1 on the same box, no luck. Again, Perl > complains about the mkdir() call. > > I've tried to untaint the CGI variables, but actually, I don't want to > hunt for the symptom until I actually know the cause. > > > Is anyone else running RT 3.0.6 as a CGI or as a FastCGI? I cannot > install mod_perl on this server, so any help is greatly appreciated. > > Thanks, > > Hanno > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From hanno.mueller at epublica.de Mon Nov 17 12:58:04 2003 From: hanno.mueller at epublica.de (Hanno Mueller) Date: Mon, 17 Nov 2003 18:58:04 +0100 Subject: [rt-users] 5-10 seconds for each request? (Re: FastCGI) In-Reply-To: <20031117144859.1866.qmail@mail.opentransfer.com> References: <3FB43A70.1070205@epublica.de> <3FB8D6BD.7090401@epublica.de> <20031117144859.1866.qmail@mail.opentransfer.com> Message-ID: <3FB90C2C.5090207@epublica.de> Hi, michael.firestone wrote: > Yes, I know. It completely circumvents the idea of taint checking. But > it fixed the problem :) Thanks, that was a possible fix. Although I don't quite like it, to be honest. Is there no "clean" way to fix this? Why doesn't this problem break the mod_perl variant? Thanks a lot so far! Hanno From hanno.mueller at epublica.de Mon Nov 17 13:00:26 2003 From: hanno.mueller at epublica.de (Hanno Mueller) Date: Mon, 17 Nov 2003 19:00:26 +0100 Subject: [rt-users] 5-10 seconds for each request? (Re: FastCGI) In-Reply-To: <3FB90C2C.5090207@epublica.de> References: <3FB43A70.1070205@epublica.de> <3FB8D6BD.7090401@epublica.de> <20031117144859.1866.qmail@mail.opentransfer.com> <3FB90C2C.5090207@epublica.de> Message-ID: <3FB90CBA.8080802@epublica.de> Hanno Mueller wrote: > "5-10 seconds for each request?" Sorry about the subject line. I _wanted_ to write about the sluggy response of RT now that I got it running, but then I realized that my FCGI setup for this virtual server was broken. I fixed that, rewrote my mail but forgot the adjust the subject. Sorry about that... Thanks again, Hanno From bobg at uic.edu Mon Nov 17 13:57:56 2003 From: bobg at uic.edu (Bob Goldstein) Date: Mon, 17 Nov 2003 12:57:56 -0600 Subject: [rt-users] 5-10 seconds for each request? (Re: FastCGI) In-Reply-To: Your message of "Mon, 17 Nov 2003 18:58:04 +0100." <3FB90C2C.5090207@epublica.de> Message-ID: <200311171857.hAHIvukc005061@shark.cc.uic.edu> >Hi, > >michael.firestone wrote: > >> Yes, I know. It completely circumvents the idea of taint checking. But >> it fixed the problem :) > >Thanks, that was a possible fix. Although I don't quite like it, to be >honest. Is there no "clean" way to fix this? Why doesn't this problem >break the mod_perl variant? > Because with mod_perl, you don't run an external process, you load the perl code right into apache, so there is no sgid involved, and no taint checking. The RT code runs intrinsically with the gid (and uid) of the apache process, not a whole lot different from my solution of having the apache gid be the same as fcgi. Here's an idea, but I haven't checked the details. I'm using apache to _launch_ the fastcgi process, so obviously the apache uid/gid needs adequate privs. But instead, you can launch the fastcgi by hand (or by cron) separately. That may fix your priv problem provided the launching process has group 'rt', different from apache. But it means you need a separate way to ensure the fastcgi process stays up, since apache can't re-launch it. In fact, I think apache and fastcgi can be on different machines if that's useful. bobg From dwilhelm at irisfinancial.com Mon Nov 17 14:18:33 2003 From: dwilhelm at irisfinancial.com (d. ryon wilhelm) Date: Mon, 17 Nov 2003 11:18:33 -0800 Subject: [rt-users] mysql new install errors In-Reply-To: <20031116224134.GF770@moreton.com.au> References: <1068843335.3fb5414704f8b@webmail.irisfinancial.com> <20031116224134.GF770@moreton.com.au> Message-ID: <1069096713.3fb91f092da87@webmail.irisfinancial.com> i downloaded the latest DBD::mysql from here: http://www.helgrim.com/perlmodules/ and installed Msql and Mysql modules... rm'd the initial installation directory for rt and unpacked it again. make install run's clean, but when running make initialize-database i get the same error: ROOT at admin01:/usr/local/rt-3-0-6# make initialize-database /usr/local/bin/perl //usr/local/rt/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create a new database and grant RT access to that database, this script needs to connect to your mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password: ld.so.1: /usr/local/bin/perl: fatal: relocation error: file /usr/local/lib/perl5/site_perl/5.8.2/sun4-solaris/auto/DBD/mysql/mysql.so: symbol mysql_init: referenced symbol not found make: *** [initialize-database] Killed Quoting Phil Homewood : > d. ryon wilhelm wrote: > > Password: ld.so.1: /usr/local/bin/perl: fatal: relocation error: > file > > > /usr/local/lib/perl5/site_perl/5.8.2/sun4-solaris/auto/DBD/mysql/mysql.so: > > symbol mysql_init: referenced symbol not found > > Reinstall your DBD::mysql module. It's linked against something > that has changed. > -- > 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 > -<0>- d. ryon wilhelm iris financial engineering, llc UNIX 'IS' user friendly - it's just selective about who its friends are... From roderick at argon.org Mon Nov 17 14:27:27 2003 From: roderick at argon.org (Roderick Schertler) Date: Mon, 17 Nov 2003 14:27:27 -0500 Subject: [rt-users] bookmark for query with "or" condition Message-ID: <11216.1069097247@eeyore.ibcinc.com> Is there a way to do a query which has an "or" condition? I want to bookmark a search which shows all tickets in a particular queue with priority 99 or with no owner. For my purposes I don't mind if I have to construct the URL for the query by hand (rather than using the web interface to build it up). -- Roderick Schertler roderick at argon.org From blabj at dainty.ca Mon Nov 17 15:56:51 2003 From: blabj at dainty.ca (BJ Blanchard) Date: 17 Nov 2003 15:56:51 -0500 Subject: [rt-users] RTFM - articles with attachments In-Reply-To: <000201c3aa83$468a6ae0$aaeccb0a@midnight> References: <000201c3aa83$468a6ae0$aaeccb0a@midnight> Message-ID: <1069102610.130.157.camel@daintywn.dainty.ca> The RT/RTFM combination is great, but I have alot of external documents which I would like reference as an "external article". (IE. I don't want to copy/paste text into article) The Attachment feature of RT is excellent but (currently) doesn't extend to RTFM. Having an RTFM custom field type of "Attachment" would be sooo sweet. Are there plans for this functionality in the future? I can fudge this by creating an "Article" queue, and creating "tickets" with attachments and restrict rights on the queue so it becomes essentially "query only". But this breaks the mold of what a "ticket" is. Thoughts? -Bob From tom at redpepperracing.com Mon Nov 17 15:54:34 2003 From: tom at redpepperracing.com (Tom Lichti) Date: Mon, 17 Nov 2003 15:54:34 -0500 Subject: [rt-users] Fixing broken link to image and RTFM In-Reply-To: <1068963935.9631.27.camel@localhost.localdomain> References: <3FB43A70.1070205@epublica.de> <3FB8D6BD.7090401@epublica.de> <20031117144859.1866.qmail@mail.opentransfer.com> <1068963935.9631.27.camel@localhost.localdomain> Message-ID: <3FB9358A.3020303@redpepperracing.com> John Schubert wrote: > Hello, > I've just set up RT 3-0-6 (with MySQL 4.0.16, apache 1.3.29, mod_perl > 1.29, and RTFM 2.0.1) and have a few questions. > > After using the default install, the image comes up as broken in the > upper left corner. I missed modifying it during the install, so I'm > trying to add it afterwards. I have seen several mentions on here about > modifying RT-Config.pm, although the file states at the top to not > modify it directly. So which is true? > > What directory does RT look within for the logo? I changed it to > "image.gif" and put a file called "image.gif" in /opt/rt3/share/html > (and restarted Apache just in case it loads the config only at http > start). > > I'll hold on to my questions about RTFM until I rtfm :-) > > Thanks, > John > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > I played with that for hours, I finally just gave in and put the full path to the images directory in the config: Set($WebImagesURL , "http://server.com:8080/NoAuth/images"); No combination of $WebURL , $WebBaseURL and $WebPath worked for me. Of course, I can be an idiot sometimes... :) HTH Tom From jesse at bestpractical.com Mon Nov 17 19:41:47 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 17 Nov 2003 19:41:47 -0500 Subject: [rt-users] [rt-announce] RT 3.0.7 is now available Message-ID: <20031118004147.GS31337@fsck.com> I'm pleased to announce the release of RT 3.0.7. This release of RT features numerous bug fixes and improvements, including: * Fixed memory leaks due to circular references * Users can now select their display language from RT's UI * RT on Postgres 7.3 is now much faster * Searching is now more accurate * RT's commandline tool has increased functionality * An initial port to Informix This release does include minor database-level changes that are described in the file 'UPGRADING' inside the RT distribution. On mysql these changes consist of new database indexes. On Postgres, a single column of one table has changed type, resulting in significantly more efficient query processing by Postgres. http://bestpractical.com/pub/rt/release/rt-3-0-7.tar.gz 3a6d0cf04abd0c70be9bcd306757eaa5 rt-3-0-7.tar.gz Project "rt.3", Branch 0 Page 1 Change Log Mon Nov 17 19:31:19 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 297 243 Conditionalizing Text::Quoted display, so as to avoid utf8 crashes 299 244 Merging bugfixes from ourinternet 300 245 A bunch of postgres correctness fixes 301 246 #2346: Resolving a deprecation warning 84 247 #3981: Ticket creation syntax fix 298 248 bps #1032: SelfService fixes 302 249 #3889: add/del fixes 303 250 #3822: Fix for cli bug (Inapropriate use of arrayref) 305 251 #3807: CLI example updates 306 252 #3907: New default templates for user, ticket and queue 308 253 More reference weakening 307 254 User objects weren't always destroyed, due to a circular reference 310 255 Slightly better debugging on failure to send mail 94 256 Deep recursion issue on localization handle; missing language selector 313 257 Adding back missing SelectLang 311 258 #3566: EditCustomField supports Default for FreeformSingle 312 259 Initial Informix port from akso.de 316 260 #3765: TicketsSQL is case-sensitive 317 261 #3613: searching on NOT LIKE 318 262 #3877: don't strip multi-line headers 319 263 #3551: Create values corrupted when adding new files 321 264 #3993: warn when installing with mod_perl2 320 265 #4087: allow non-ISO dates in transaction searches 322 266 #3439: custom fields patch 323 267 #3855: require Locale::Maketext::Lexicon 0.31 325 268 #3856: /REST/1.0/search/tickets should work in UTC 326 269 #3827: regression shouldn't drop db 327 270 #3801: note when transaction content is ellided 328 271 #3751: ParseNewMessageForTicketCcs 332 272 #3776: new indices 329 273 #3674: autohandler patch 336 274 New schema relationships diagram in .dot format 330 276 #3601: SelectRights patch 331 277 #3583: set Last Contacted date 333 278 #4088: Postgres performance improvements 335 279 fix attachment links in base RT 338 280 Updating storable dependency, to keep redhat 9 users from hurting themselves 339 281 Small fix to ticket searching to cut down on # of joins needed 104 282 Merging ourinternet's changes relative to 3.0.7pre2; UPGRADING update; postgres installation fixes 351 284 CLI changes 352 285 CLI usage updates 361 287 Bumping to 3.0.7; Updated DBIx::SearchBuilder dependency -- 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 secabeen at pobox.com Mon Nov 17 20:22:44 2003 From: secabeen at pobox.com (Ted Cabeen) Date: Mon, 17 Nov 2003 17:22:44 -0800 Subject: [rt-users] Typos in RT3.0.7 UPGRADING Message-ID: <8765hisc63.fsf@gray.impulse.net> Two typos in the Postgres section of the UPGRADING file of rt-3.0.7 The line: UPDATE groups SET instance = instance1::text::int where btrim(instance) <> '' Should be: UPDATE groups SET instance = instance1::text::int where btrim(instance1) <> ''; Note the instance1 in the btrim call and the semicolon on the end. This seems to have the desired effect of changing the type of the instance field from text to integer. -- Ted Cabeen http://www.pobox.com/~secabeen ted at impulse.net Check Website or Keyserver for PGP/GPG Key BA0349D2 secabeen at pobox.com "I have taken all knowledge to be my province." -F. Bacon secabeen at cabeen.org "Human kind cannot bear very much reality."-T.S.Eliot cabeen at netcom.com From murphy at genome.chop.edu Mon Nov 17 21:39:14 2003 From: murphy at genome.chop.edu (Kevin Murphy) Date: Mon, 17 Nov 2003 21:39:14 -0500 Subject: [rt-users] 3.0.7 upgrade problems Message-ID: <200311172139.14132.murphy@genome.chop.edu> Hi, I upgraded to 3.0.7rc1, and now users can't take tickets (they experience a system error, described below). I upgraded to 3.0.7, and the same error occurs. I am using PostgreSQL 7.3.4, Apache 1.3.28, mod_perl 1.28, Mac OS X 10.2.8, with all RT dependencies up to date (e.g. DBIx::SearchBuilder 0.94). Additional note: I followed the directions in the UPGRADING document, with the exception that I added a semi-colon to the third postscript-specific line. -Kevin P.S. Here's the error which occurs when a user steals/takes a ticket: System error error: Can't call method "Delete" on an undefined value at /usr/local/rt3/lib/RT/Ticket_Overlay.pm line 3105. context: ... 3101: 3102: # Delete the owner in the owner group, then add a new one 3103: # TODO: is this safe? it's not how we really want the API to work 3104: # for most things, but it's fast. 3105: my ( $del_id, $del_msg ) = $self->OwnerGroup->MembersObj->First->Delete(); 3106: unless ($del_id) { 3107: $RT::Handle->Rollback(); 3108: return ( 0, $self->loc("Could not change owner. ") . $del_msg ); 3109: } ... code stack: /usr/local/rt3/lib/RT/Ticket_Overlay.pm:3105 /usr/local/rt3/lib/RT/Ticket_Overlay.pm:3203 /usr/local/rt3/share/html/Ticket/Display.html:88 /usr/local/rt3/share/html/autohandler:189 raw error From jesse at bestpractical.com Mon Nov 17 22:29:37 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 17 Nov 2003 22:29:37 -0500 Subject: [rt-users] 3.0.7 upgrade problems In-Reply-To: <200311172139.14132.murphy@genome.chop.edu> References: <200311172139.14132.murphy@genome.chop.edu> Message-ID: <20031118032937.GU31337@fsck.com> You've stopped and started apache fully? On Mon, Nov 17, 2003 at 09:39:14PM -0500, Kevin Murphy wrote: > Hi, > > I upgraded to 3.0.7rc1, and now users can't take tickets (they experience a > system error, described below). I upgraded to 3.0.7, and the same error > occurs. I am using PostgreSQL 7.3.4, Apache 1.3.28, mod_perl 1.28, Mac OS X > 10.2.8, with all RT dependencies up to date (e.g. DBIx::SearchBuilder 0.94). > Additional note: I followed the directions in the UPGRADING document, with the > exception that I added a semi-colon to the third postscript-specific line. > > -Kevin > > P.S. Here's the error which occurs when a user steals/takes a ticket: > > System error > > error: > Can't call method "Delete" on an undefined value at > /usr/local/rt3/lib/RT/Ticket_Overlay.pm line 3105. > > context: > ... > 3101: > 3102: > # Delete the owner in the owner group, then add a new one > 3103: > # TODO: is this safe? it's not how we really want the API to work > 3104: > # for most things, but it's fast. > 3105: > my ( $del_id, $del_msg ) = $self->OwnerGroup->MembersObj->First->Delete(); > 3106: > unless ($del_id) { > 3107: > $RT::Handle->Rollback(); > 3108: > return ( 0, $self->loc("Could not change owner. ") . $del_msg ); > 3109: > } > ... > code stack: > /usr/local/rt3/lib/RT/Ticket_Overlay.pm:3105 > /usr/local/rt3/lib/RT/Ticket_Overlay.pm:3203 > /usr/local/rt3/share/html/Ticket/Display.html:88 > /usr/local/rt3/share/html/autohandler:189 > raw error > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From murphy at genome.chop.edu Mon Nov 17 22:43:38 2003 From: murphy at genome.chop.edu (Kevin Murphy) Date: Mon, 17 Nov 2003 22:43:38 -0500 Subject: [rt-users] 3.0.7 upgrade problems In-Reply-To: <20031118032937.GU31337@fsck.com> References: <200311172139.14132.murphy@genome.chop.edu> <20031118032937.GU31337@fsck.com> Message-ID: <200311172243.38267.murphy@genome.chop.edu> Yes, a full 'stop', then a 'start'. I also notice that the "10 highest priority tickets I requested..." section is blank on the home page. I haven't looked at the logs yet .... -Kevin On Monday 17 November 2003 10:29 pm, Jesse Vincent wrote: > You've stopped and started apache fully? > > On Mon, Nov 17, 2003 at 09:39:14PM -0500, Kevin Murphy wrote: > > Hi, > > > > I upgraded to 3.0.7rc1, and now users can't take tickets (they experience > > a system error, described below). I upgraded to 3.0.7, and the same > > error occurs. I am using PostgreSQL 7.3.4, Apache 1.3.28, mod_perl 1.28, > > Mac OS X 10.2.8, with all RT dependencies up to date (e.g. > > DBIx::SearchBuilder 0.94). Additional note: I followed the directions in > > the UPGRADING document, with the exception that I added a semi-colon to > > the third postscript-specific line. > > From jesse at bestpractical.com Mon Nov 17 22:46:51 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 17 Nov 2003 22:46:51 -0500 Subject: [rt-users] 3.0.7 upgrade problems In-Reply-To: <200311172243.38267.murphy@genome.chop.edu> References: <200311172139.14132.murphy@genome.chop.edu> <20031118032937.GU31337@fsck.com> <200311172243.38267.murphy@genome.chop.edu> Message-ID: <20031118034651.GV31337@fsck.com> On Mon, Nov 17, 2003 at 10:43:38PM -0500, Kevin Murphy wrote: > Yes, a full 'stop', then a 'start'. I also notice that the "10 highest > priority tickets I requested..." section is blank on the home page. I > haven't looked at the logs yet .... You've seen the note about how the UPGRADING instructions have a typo? I'm currently in the process of releasing 3.0.7_01 to correct them. > -Kevin > > On Monday 17 November 2003 10:29 pm, Jesse Vincent wrote: > > You've stopped and started apache fully? > > > > On Mon, Nov 17, 2003 at 09:39:14PM -0500, Kevin Murphy wrote: > > > Hi, > > > > > > I upgraded to 3.0.7rc1, and now users can't take tickets (they experience > > > a system error, described below). I upgraded to 3.0.7, and the same > > > error occurs. I am using PostgreSQL 7.3.4, Apache 1.3.28, mod_perl 1.28, > > > Mac OS X 10.2.8, with all RT dependencies up to date (e.g. > > > DBIx::SearchBuilder 0.94). Additional note: I followed the directions in > > > the UPGRADING document, with the exception that I added a semi-colon to > > > the third postscript-specific line. > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 ler at lerctr.org Mon Nov 17 22:48:54 2003 From: ler at lerctr.org (Larry Rosenman) Date: Mon, 17 Nov 2003 21:48:54 -0600 Subject: [rt-users] 3.0.7 upgrade problems In-Reply-To: <200311172243.38267.murphy@genome.chop.edu> References: <200311172139.14132.murphy@genome.chop.edu> <20031118032937.GU31337@fsck.com> <200311172243.38267.murphy@genome.chop.edu> Message-ID: <5750000.1069127334@lerlaptop.lerctr.org> --On Monday, November 17, 2003 22:43:38 -0500 Kevin Murphy wrote: > Yes, a full 'stop', then a 'start'. I also notice that the "10 highest > priority tickets I requested..." section is blank on the home page. I > haven't looked at the logs yet .... I had this happen, and the issue was the typo in the PostgreSQL upgrade. I had to UNDO the drop column, redo the update statement using the corrected btrim. LER > > -Kevin > > On Monday 17 November 2003 10:29 pm, Jesse Vincent wrote: >> You've stopped and started apache fully? >> >> On Mon, Nov 17, 2003 at 09:39:14PM -0500, Kevin Murphy wrote: >> > Hi, >> > >> > I upgraded to 3.0.7rc1, and now users can't take tickets (they >> > experience a system error, described below). I upgraded to 3.0.7, and >> > the same error occurs. I am using PostgreSQL 7.3.4, Apache 1.3.28, >> > mod_perl 1.28, Mac OS X 10.2.8, with all RT dependencies up to date >> > (e.g. >> > DBIx::SearchBuilder 0.94). Additional note: I followed the directions >> > in the UPGRADING document, with the exception that I added a >> > semi-colon to the third postscript-specific line. >> > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From jesse at bestpractical.com Mon Nov 17 22:57:34 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 17 Nov 2003 22:57:34 -0500 Subject: [rt-users] [rt-announce] RT 3.0.7_01 now available Message-ID: <20031118035734.GW31337@fsck.com> RT 3.0.7_01 contains an updated UPGRADING file which fixes two typos in the Postgres upgrade instructions. The code is identical to RT 3.0.7. http://fsck.com/pub/rt/release/rt-3-0-7_01.tar.gz a7c7af999316f3815c97e9f5743fdd61 rt-3-0-7_01.tar.gz -jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. _______________________________________________ rt-announce mailing list rt-announce at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-announce From jesse at bestpractical.com Mon Nov 17 23:01:07 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 17 Nov 2003 23:01:07 -0500 Subject: [rt-users] Typos in RT3.0.7 UPGRADING In-Reply-To: <8765hisc63.fsf@gray.impulse.net> References: <8765hisc63.fsf@gray.impulse.net> Message-ID: <20031118040107.GY31337@fsck.com> Fixed. 3.0.7_01 released. thanks. On Mon, Nov 17, 2003 at 05:22:44PM -0800, Ted Cabeen wrote: > Two typos in the Postgres section of the UPGRADING file of rt-3.0.7 > > The line: > UPDATE groups SET instance = instance1::text::int where btrim(instance) <> '' > Should be: > UPDATE groups SET instance = instance1::text::int where btrim(instance1) <> ''; > > Note the instance1 in the btrim call and the semicolon on the end. > This seems to have the desired effect of changing the type of the > instance field from text to integer. > > -- > Ted Cabeen http://www.pobox.com/~secabeen ted at impulse.net > Check Website or Keyserver for PGP/GPG Key BA0349D2 secabeen at pobox.com > "I have taken all knowledge to be my province." -F. Bacon secabeen at cabeen.org > "Human kind cannot bear very much reality."-T.S.Eliot cabeen at netcom.com > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 paolo at telmap.com Tue Nov 18 04:49:57 2003 From: paolo at telmap.com (Paolo Supino) Date: Tue, 18 Nov 2003 11:49:57 +0200 Subject: [rt-users] Empty tickets Message-ID: <143CFA2E3C9B5D459E78DA18E3F15F899AAC65@plague.telmap.com> Hi RT has started to generate empty tickets. From what I Noticed it creates them when I login with my user, tohugh I'm not sure of this. Has anyone ever encountered such A situation and found a solution? Paolo -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Tuesday, November 18, 2003 5:30 AM To: Kevin Murphy Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] 3.0.7 upgrade problems You've stopped and started apache fully? On Mon, Nov 17, 2003 at 09:39:14PM -0500, Kevin Murphy wrote: > Hi, > > I upgraded to 3.0.7rc1, and now users can't take tickets (they > experience a > system error, described below). I upgraded to 3.0.7, and the same error > occurs. I am using PostgreSQL 7.3.4, Apache 1.3.28, mod_perl 1.28, Mac OS X > 10.2.8, with all RT dependencies up to date (e.g. DBIx::SearchBuilder 0.94). > Additional note: I followed the directions in the UPGRADING document, with the > exception that I added a semi-colon to the third postscript-specific line. > > -Kevin > > P.S. Here's the error which occurs when a user steals/takes a ticket: > > System error > > error: > Can't call method "Delete" on an undefined value at > /usr/local/rt3/lib/RT/Ticket_Overlay.pm line 3105. > > context: > ... > 3101: > 3102: > # Delete the owner in the owner group, then add a new one > 3103: > # TODO: is this safe? it's not how we really want the API to work > 3104: > # for most things, but it's fast. > 3105: > my ( $del_id, $del_msg ) = $self->OwnerGroup->MembersObj->First->Delete(); > 3106: > unless ($del_id) { > 3107: > $RT::Handle->Rollback(); > 3108: > return ( 0, $self->loc("Could not change owner. ") . $del_msg ); > 3109: > } > ... > code stack: > /usr/local/rt3/lib/RT/Ticket_Overlay.pm:3105 > /usr/local/rt3/lib/RT/Ticket_Overlay.pm:3203 > /usr/local/rt3/share/html/Ticket/Display.html:88 > /usr/local/rt3/share/html/autohandler:189 > raw error > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at > http://fsck.com/rtfm > -- 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 peter at venturenet.co.za Tue Nov 18 05:04:25 2003 From: peter at venturenet.co.za (Peter Kolbe) Date: 18 Nov 2003 12:04:25 +0200 Subject: [rt-users] OOPS!! HELP ME PLEASE Message-ID: <1069149865.28526.6.camel@peter> Hi, I messed up, I deleted the root user, then I went and removed the superuser status off my username. Please tell me how I can get the superuser back on my username (either via cli, or via editing database (pgsql) It is rather urgent Please help -- Peter Kolbe -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ian.Grant at cl.cam.ac.uk Tue Nov 18 05:40:43 2003 From: Ian.Grant at cl.cam.ac.uk (Ian Grant) Date: Tue, 18 Nov 2003 10:40:43 +0000 Subject: [rt-users] OOPS!! HELP ME PLEASE In-Reply-To: Message from Peter Kolbe of "18 Nov 2003 12:04:25 +0200." <1069149865.28526.6.camel@peter> Message-ID: > I messed up, > I deleted the root user, > then I went and removed the superuser status off my username. Why not finish the job by jumping out of the window? :-) > Please tell me how I can get the superuser back on my username (either > via cli, or via editing database (pgsql) How about telling us what version of RT you are running? -- Ian Grant, Computer Lab., William Gates Building, JJ Thomson Ave., Cambridge Phone: +44 1223 334420 From hanno.mueller at epublica.de Tue Nov 18 05:44:09 2003 From: hanno.mueller at epublica.de (Hanno Mueller) Date: Tue, 18 Nov 2003 11:44:09 +0100 Subject: [rt-users] I18N mail templates? Message-ID: <3FB9F7F9.20400@epublica.de> Hi, I'm working with my fresh installation of RT and, yay, I like it. :-) Is there a set of standard German mail templates for the system? The I18N files I found seem to be exclusively for the web GUI. Thanks, Hanno -- Hanno M?ller, Dipl.-Inform. epublica Internet-Technologie://Konzeption/Produktion/Wartung http://www.epublica.de Tel. +49 (0)40/4109879-4 Open Business Club - Mitglied werden: http://www.openbc.com/go/invuid/2/ From hanno.mueller at epublica.de Tue Nov 18 07:24:05 2003 From: hanno.mueller at epublica.de (Hanno Mueller) Date: Tue, 18 Nov 2003 13:24:05 +0100 Subject: [rt-users] Re: critical bug with german letter =?iso-8859-1?q?=27=DF=27?= Message-ID: <3FBA0F65.1060909@epublica.de> Hi, http://lists.fsck.com/pipermail/rt-users/2003-October/017631.html I'm seing the same problem here: I can receive German Umlaut characters by E-Mail, but I cannot store Umlaut characters in comments or replies when I enter them via the web form. Any suggestions? Thanks, Hanno M?ller From ronny.pettersen at telenor.com Tue Nov 18 08:09:42 2003 From: ronny.pettersen at telenor.com (ronny.pettersen at telenor.com) Date: Tue, 18 Nov 2003 14:09:42 +0100 Subject: =?iso-8859-1?Q?RE=3A_=5Brt-users=5D_Re=3A_critical_bug_with_german_le?= =?iso-8859-1?Q?tter=27=DF=27_=28Intern=29?= Message-ID: Me too. I posted a couple of times in October about this issue: http://lists.fsck.com/pipermail/rt-users/2003-October/018019.html http://lists.fsck.com/pipermail/rt-users/2003-October/018075.html Norwegian characters ? (HTML &ARIG;), ? (&OSLASH;) and ? (&ARING;) are stored wrong. Subject is always fine, except what I see stored in WebUI history. 3.0.7 seem to have made this "worse" (than 3.0.6). ie: I add a comment "test ???" (test &arig;øå), becomes: 3.0.6: test ?????? 3.0.7: test ???????????? (ekstra characters added) I changed lib/RT/I18N.pm: 204c204 < Encode::from_to( $lines[$_], $charset => $enc ) for ( 0 .. $#lines ); --- > Encode::from_to( $lines[$_], $enc => $charset ) for ( 0 .. $#lines ); I'm sure this isn't the right thing to do, but with this it displays the characters correct. Maybe this will give somone an idea of what could be wrong? RT-3.0.7, FastCGI, Perl 5.8.0, Encode 1.98, Locale-Maketext 1.06. Regards, Ronny Pettersen -----Original Message----- From: rt-users-bounces at lists.fsck.com [mailto:rt-users-bounces at lists.fsck.com]On Behalf Of Hanno Mueller Sent: 18. november 2003 13:24 To: rt-users at lists.fsck.com Subject: [rt-users] Re: critical bug with german letter'?' Hi, http://lists.fsck.com/pipermail/rt-users/2003-October/017631.html I'm seing the same problem here: I can receive German Umlaut characters by E-Mail, but I cannot store Umlaut characters in comments or replies when I enter them via the web form. Any suggestions? Thanks, Hanno M?ller _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 philippe at belnet.be Tue Nov 18 09:09:42 2003 From: philippe at belnet.be (Philippe Van Hecke) Date: Tue, 18 Nov 2003 15:09:42 +0100 Subject: [rt-users] Problem upgrade from rt-2.0.9 to rt3-0.6 In-Reply-To: <200311171845.50563.philippe@belnet.be> References: <200311171156.04401.philippe@belnet.be> <3FB8AD58.6010602@acronis.ru> <200311171845.50563.philippe@belnet.be> Message-ID: <200311181509.44456.philippe@belnet.be> On Monday 17 November 2003 18:45, Philippe Van Hecke wrote: > On Monday 17 November 2003 12:13, Ruslan U. Zakirov wrote: > > Philippe Van Hecke wrote: > > > I have a problem to migrate my rt-2.0.9 installation to rt3-0.6 > > > after importing the rt2 db to rt3 db with rt2-to-rt3-v1.20 i am > > > unable to create new ticket or udpate existing ticket in rt3. > > > befor the update rt3 work well. > > > > > > I use a gentoo system with postgres postgresql-7.3.4 > > > Server Version: Apache/1.3.28 (Unix) (Gentoo/Linux) mod_perl/1.27 > > > HTML-Mason 1.20 > > > > > > * Apache-DBI > > > Latest version installed: 0.91 > > > > > > * DBI > > > Latest version installed: 1.37 > > > > > > * DBD-Pg > > > Latest version installed: 1.22 > > > > > > DBIx::SearchBuilder 0.92 > > > > > > looking in the log when i try to create the ticket i obtain this. > > > > > > > > > Nov 17 11:32:34 philippe-2 RT: DBD::Pg::st execute failed: ERROR: > > > Cannot insert a duplicate key into unique index tickets_pkey at > > > /usr/lib/perl5/ site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. > > > (/usr/local/rt3//lib/ RT.pm:247) > > > Nov 17 11:32:34 philippe-2 RT: RT::Handle=HASH(0x8befe80) couldn't > > > execute the query 'INSERT INTO Tickets (Owner, Started, Type, > > > InitialPriority, LastUpdatedBy, Resolved, Starts, Subject, Status, > > > Created, FinalPriority, Priority, Queue, Due, LastUpdated, Creator) > > > VALUES > > > (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/ > > > site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. > > > (/usr/local/rt3//lib/ RT.pm:247) > > > > > > As rt3 working correctly befor update of db from rt2 i suspect the > > > conversion tools but have no idea where to investigate to try to > > > resolve my problem. > > > > > > Any help will be welcom. > > > > I think you should update PG autoincrement generators. > > I don't use Pg so I don't know how to do it, but search in archives > > there was same problem. > > Good luck. Ruslan. > > Have try to search in the rt-user mailing list archive but find nothing > for pg related. But after looking more deeply into my postgres log > it seem that this not the only error i get when i import the old db > i have also many pg_atoi error followed by some email adresses. > > like this > ERROR: pg_atoi: error in "xxxt at yyy.be": can't parse "xxxt at yyy.be" > > and also many following > > ERROR: Invalid UNICODE character sequence found (0xe964e9) > > So i thing that i will drop pg usage and try to use mysql. > my question is does the dump from rt2+pg will be > imported into rt3 with mysql ? > > regards, Have swaped pg to mysql and it seem that all is in order now. -- _____________________ Philippe Van Hecke NETWORK ENGINEER BELNET Rue de la Science, 4 B-1000 Brussels Belgium Tel: +32 (0) 27903333 Fax: +32 (0) 27903335 ______________________ From cubic at acronis.ru Tue Nov 18 09:14:40 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 18 Nov 2003 17:14:40 +0300 Subject: [rt-users] Re: [rt-devel] Problems logging out from RT3 In-Reply-To: <200311181500.45487.haimat@lame.at> References: <200311181500.45487.haimat@lame.at> Message-ID: <3FBA2950.3050808@acronis.ru> Matthias F. Brandstetter wrote: > Hi all, > > when I want to logout from RT3.0.6, the Logout.html page gets loaded as it > should. The only problem here is, that it does not get parsed, so I get > the error msg. with "no such <%URL%> blabla...". > > Has anybody an idea, why this Logout.html does not get parsed by RT? > Greetings and TIA, Matthias > Your questions are for rt-users list. May be you've got something in logs? May be apache conf problems? Something special config options for NoAuth location? Good luck. Ruslan. Try to search archives also. There was something about logout page. From fw at deneb.enyo.de Tue Nov 18 09:29:11 2003 From: fw at deneb.enyo.de (Florian Weimer) Date: Tue, 18 Nov 2003 15:29:11 +0100 Subject: [rt-users] Bug #2370 -- garbled PDF attachments Message-ID: <20031118142911.GA4024@deneb.enyo.de> I'm observing another case of #2370, on RT 3.0.6. In my case, binary attachments look as if they have undergone a conversion from ISO-8859-1 to UTF-8. The attachment stored in the database is already corrupted, so this particular bug is not in the outgoing mail gateway or in the web front end. This is with Perl 5.8.0 and Perl's MIME modules in version 5.411 (on a Debian system). System locale is POSIX. Gordon, have you discovered what was causing this misbehavior of your RT instance? From ronny.pettersen at telenor.com Tue Nov 18 09:54:28 2003 From: ronny.pettersen at telenor.com (ronny.pettersen at telenor.com) Date: Tue, 18 Nov 2003 15:54:28 +0100 Subject: [rt-users] =?iso-8859-1?q?Re=3A_critical_bug_with_german_letter?= =?iso-8859-1?q?=27=DF=27_=28Intern=29?= Message-ID: Here's one ticket that have this problem: http://rt3.fsck.com/Ticket/Display.html?id=4365 -----Original Message----- From: rt-users-bounces at lists.fsck.com [mailto:rt-users-bounces at lists.fsck.com]On Behalf Of Pettersen Ronny (Networks) Sent: 18. november 2003 14:10 To: rt-users at lists.fsck.com Subject: RE: [rt-users] Re: critical bug with german letter'?' (Intern) Me too. I posted a couple of times in October about this issue: http://lists.fsck.com/pipermail/rt-users/2003-October/018019.html http://lists.fsck.com/pipermail/rt-users/2003-October/018075.html Norwegian characters ? (HTML &ARIG;), ? (&OSLASH;) and ? (&ARING;) are stored wrong. Subject is always fine, except what I see stored in WebUI history. 3.0.7 seem to have made this "worse" (than 3.0.6). ie: I add a comment "test ???" (test &arig;øå), becomes: 3.0.6: test ?????? 3.0.7: test ???????????? (ekstra characters added) I changed lib/RT/I18N.pm: 204c204 < Encode::from_to( $lines[$_], $charset => $enc ) for ( 0 .. $#lines ); --- > Encode::from_to( $lines[$_], $enc => $charset ) for ( 0 .. $#lines ); I'm sure this isn't the right thing to do, but with this it displays the characters correct. Maybe this will give somone an idea of what could be wrong? RT-3.0.7, FastCGI, Perl 5.8.0, Encode 1.98, Locale-Maketext 1.06. Regards, Ronny Pettersen From haimat at lame.at Tue Nov 18 10:00:20 2003 From: haimat at lame.at (Matthias F. Brandstetter) Date: Tue, 18 Nov 2003 16:00:20 +0100 Subject: [rt-users] problems logging out from RT3 Message-ID: <200311181600.20841.haimat@lame.at> Hi all, I have a problem logging out from RT 3.0.6. Everything works in my installation, but when I then click on "Logout", the page Logout.html does not get parsed, I get only the error from the browser, that the requestet URL <%$URL%> is not avail. I am using FastCGI, here are my Apache settings: ############## ## for RT3 AddHandler fastcgi-script fcgi FastCgiServer /opt/rt3/bin/mason_handler.fcgi Alias /rt3/NoAuth /opt/rt3/share/html/NoAuth ScriptAlias /rt3 /opt/rt3/bin/mason_handler.fcgi/ ############## As said, everything works, execpt this Logout.html page. Has anyone an idea? Greets and TIA, Matthias -- Love isn't hopeless. Look, maybe I'm no expert on the subject, but there was one time I got it right. -- Homer Simpson Another Simpson's Clip Show From anfa at edu.nykoping.se Tue Nov 18 10:06:01 2003 From: anfa at edu.nykoping.se (Andreas Falk) Date: Tue, 18 Nov 2003 16:06:01 +0100 Subject: =?iso-8859-1?Q?SV:_=5Brt-users=5D_Re:_critical_bug_with_german_letter?= =?iso-8859-1?Q?'=DF'_=28Intern=29?= In-Reply-To: Message-ID: <000601c3ade5$7af66530$c601040a@edu.nykoping.ad> We have the same problem with the swedish ??? ???. -----Ursprungligt meddelande----- Fr?n: rt-users-bounces at lists.fsck.com [mailto:rt-users-bounces at lists.fsck.com] F?r ronny.pettersen at telenor.com Skickat: den 18 november 2003 15:54 Till: rt-users at lists.fsck.com ?mne: [rt-users] Re: critical bug with german letter'?' (Intern) Here's one ticket that have this problem: http://rt3.fsck.com/Ticket/Display.html?id=4365 -----Original Message----- From: rt-users-bounces at lists.fsck.com [mailto:rt-users-bounces at lists.fsck.com]On Behalf Of Pettersen Ronny (Networks) Sent: 18. november 2003 14:10 To: rt-users at lists.fsck.com Subject: RE: [rt-users] Re: critical bug with german letter'?' (Intern) Me too. I posted a couple of times in October about this issue: http://lists.fsck.com/pipermail/rt-users/2003-October/018019.html http://lists.fsck.com/pipermail/rt-users/2003-October/018075.html Norwegian characters ? (HTML &ARIG;), ? (&OSLASH;) and ? (&ARING;) are stored wrong. Subject is always fine, except what I see stored in WebUI history. 3.0.7 seem to have made this "worse" (than 3.0.6). ie: I add a comment "test ???" (test &arig;øå), becomes: 3.0.6: test ?????? 3.0.7: test ???????????? (ekstra characters added) I changed lib/RT/I18N.pm: 204c204 < Encode::from_to( $lines[$_], $charset => $enc ) for ( 0 .. $#lines ); --- > Encode::from_to( $lines[$_], $enc => $charset ) for ( 0 .. > $#lines ); I'm sure this isn't the right thing to do, but with this it displays the characters correct. Maybe this will give somone an idea of what could be wrong? RT-3.0.7, FastCGI, Perl 5.8.0, Encode 1.98, Locale-Maketext 1.06. Regards, Ronny Pettersen _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From sturner at MIT.EDU Tue Nov 18 11:10:03 2003 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 18 Nov 2003 11:10:03 -0500 Subject: [rt-users] Overriding Global Scrips at the Queue Level Message-ID: <5.2.1.1.2.20031118110227.01d0d060@po14.mit.edu> I gather from other messages on the list that there's no clean way to override a global scrip with a queue-specific scrip. One suggestion was to modify the global scrip so that it doesn't execute for a given queue. I tried this but I'm still getting both the global & queue scrips firing. I'm working with the "On Create Autoreply To Requestors with template Autoreply" scrip. I want a different template sending out for a particular queue when a new ticket is created. Here's what I put in the custom condition for the global scrip: return ($self->TicketObj->QueueObj->Name ne "RTProblems"); I'm thinking that for my RTProblems queue, this should return "false" and the global scrip should not send email - only the queue-level scrip for RTProblems should send mail. I'm still getting 2 emails though, one from the global scrip & one from the queue scrip. Any ideas? Thanks, Steve From blabj at dainty.ca Tue Nov 18 12:00:40 2003 From: blabj at dainty.ca (BJ Blanchard) Date: 18 Nov 2003 12:00:40 -0500 Subject: [rt-users] RT 3.0.7 installed - still shows 3.0.6 on login page Message-ID: <1069174840.130.254.camel@daintywn.dainty.ca> Just upgraded to 3.0.7, all went well, added indexes to Mysql database, restarted apache... but when I re-load login page, it still says 3.0.6!? Its not a cached-page, as I did a forced reload. I checked the Preferences page, and Language is now an option, so it looks like the upgrade occurred. Is this a miss in the release? BJ. From Scott.Carpenter at dc.gov Tue Nov 18 12:03:04 2003 From: Scott.Carpenter at dc.gov (Carpenter, Scott (OCTO)) Date: Tue, 18 Nov 2003 12:03:04 -0500 Subject: [rt-users] Recommended configuration for new install Message-ID: <55B3FA88F3E9384CA28AA0471794213502245834@sojsdc001.dc.gov> I have been attempting to install rt 3-0-7_01 under Redhat 9 and have been having quite a few trial an error problems. What is the best recommended versions of Apache, mod_perl and MySQL to start installing rt and then rtir on? I have been working with Redhat 9 (no apache or mysql installed ), complied apache 1.3.29, compiled mod_perl-1.29, and binary distro of mysql-4.0.16. Thanks, Scott Carpenter DCERT Engineer City Wide Information Technology Security (CWITS) -------------- next part -------------- An HTML attachment was scrubbed... URL: From blabj at dainty.ca Tue Nov 18 12:21:16 2003 From: blabj at dainty.ca (BJ Blanchard) Date: 18 Nov 2003 12:21:16 -0500 Subject: [rt-users] RT 3.0.7 installed - still shows 3.0.6 on login page In-Reply-To: <1069174840.130.254.camel@daintywn.dainty.ca> References: <1069174840.130.254.camel@daintywn.dainty.ca> Message-ID: <1069176075.130.258.camel@daintywn.dainty.ca> Forget it... restarted apache again and it shows 3.0.7_01. > Just upgraded to 3.0.7, all went well, added indexes to Mysql > database, > restarted apache... but when I re-load login page, it still says > 3.0.6!? > > Its not a cached-page, as I did a forced reload. > > I checked the Preferences page, and Language is now an option, so it > looks like the upgrade occurred. > > Is this a miss in the release? > > BJ. From niconico at tiscali.it Tue Nov 18 12:22:27 2003 From: niconico at tiscali.it (niconico) Date: Tue, 18 Nov 2003 18:22:27 +0100 Subject: [rt-users] Approvals Message-ID: <00dd01c3adf8$8a690960$9600a8c0@inatlantis.dom> Hi all, i have a little question... It is possible to create an approval ticket only if the request's object match a particular word or string? thx Nicola -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Nov 18 15:02:31 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 18 Nov 2003 15:02:31 -0500 Subject: [rt-users] problems logging out from RT3 In-Reply-To: <200311181600.20841.haimat@lame.at> References: <200311181600.20841.haimat@lame.at> Message-ID: <20031118200231.GD31337@fsck.com> On Tue, Nov 18, 2003 at 04:00:20PM +0100, Matthias F. Brandstetter wrote: > Hi all, > > I have a problem logging out from RT 3.0.6. Everything works in my > installation, but when I then click on "Logout", the page Logout.html does > not get parsed, I get only the error from the browser, that the requestet > URL <%$URL%> is not avail. > > I am using FastCGI, here are my Apache settings: > > ############## > ## for RT3 > AddHandler fastcgi-script fcgi > FastCgiServer /opt/rt3/bin/mason_handler.fcgi > Alias /rt3/NoAuth /opt/rt3/share/html/NoAuth ^^ that line is your problem. > ScriptAlias /rt3 /opt/rt3/bin/mason_handler.fcgi/ > ############## > > As said, everything works, execpt this Logout.html page. > Has anyone an idea? > > Greets and TIA, Matthias > > -- > Love isn't hopeless. Look, maybe I'm no expert on the subject, but there > was one time I got it right. > > -- Homer Simpson > Another Simpson's Clip Show > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 rconley at equala.com Tue Nov 18 15:09:28 2003 From: rconley at equala.com (Ryan Conley) Date: Tue, 18 Nov 2003 15:09:28 -0500 Subject: [rt-users] Version in footer didn't change after upgrade... ? Message-ID: <011d01c3ae0f$df2210c0$7e00a8c0@office.anythingemail.com> Hi everyone -- I finally had enough time to do the upgrade from RT 3.0.3 to 3.0.7 using rt-3-0-7_01.tar.gz. I followed the instructions and did just the ./configure (with the original options I used from 3.0.3) and "make install". I didn't get any errors and the RT install seems to work just fine - except the footer still says: >>|<< RT 3.0.3 from Best Practical Solutions, LLC I was sort of expecting to see >>|<< RT 3.0.7 from Best Practical Solutions, LLC Not quite sure if the upgrade was successful based on that - any ideas, or can I just go home? ;-) Thanks -- --Ryan Conley rconley at equala.com System Administrator The Equala Communications Group http://www.equala.com From murphy at genome.chop.edu Tue Nov 18 15:38:47 2003 From: murphy at genome.chop.edu (Kevin Murphy) Date: Tue, 18 Nov 2003 15:38:47 -0500 Subject: [rt-users] Version in footer didn't change after upgrade... ? In-Reply-To: <011d01c3ae0f$df2210c0$7e00a8c0@office.anythingemail.com> Message-ID: <358E727C-1A07-11D8-9223-0003930D3626@genome.chop.edu> Did you do a full restart of Apache? I did the 3.0.7 upgrade, and my footer is fine. From bdikeman at bitpipe.com Tue Nov 18 16:34:36 2003 From: bdikeman at bitpipe.com (Brett Dikeman) Date: Tue, 18 Nov 2003 16:34:36 -0500 Subject: [rt-users] can't view 'killed' tickets but they're in the DB In-Reply-To: <20031116223107.GE770@moreton.com.au> References: <3FB3F1D0.30402@bitpipe.com> <20031116223107.GE770@moreton.com.au> Message-ID: <3FBA906C.2040608@bitpipe.com> Phil Homewood wrote: > Brett Dikeman wrote: > >>Someone just noticed that we can't view dead/killed tickets in our system. > > > Working as designed. Killed tickets are effectively "deleted", > and should not be returned in any search. Actually- not quite. When tickets are killed, they're still searchable if you select "status killed". The value is there in the popup, and our users have been using it for months if not years now. Every once in a while we move any tickets marked killed into a seperate table RT doesn't know about, and then purge them completely after a waiting period. Brett From Michael.Frazer at InterCept.Net Tue Nov 18 16:45:02 2003 From: Michael.Frazer at InterCept.Net (Mike Frazer) Date: Tue, 18 Nov 2003 16:45:02 -0500 Subject: [rt-users] Database connect failure Message-ID: I upgraded a development box to RT 3.0.6 and now it simply will not connect to the MySQL database. The database resides on the localhost, and the user and password are default for RT. I've verified the permissions, and I can connect from the command line with *all* users in the DB, including the RT user. I've narrowed it down to actually being outside the scope of RT, as the issue is somehow tied to DBI (test Perl scripts have verified that I just can't connect using Perl, period). I've reinstalled DBI and DBD::mysql hoping that would resolve the problem, but nothing has worked. Does anyone ahve any idea what I'm missing? Mike Frazer Web Production Support Specialist InterCept Payment Solutions E-Mail: michael.frazer at intercept.net Phone: 302-326-0700 x2172 Cell: 302-420-7567 From graeme at raspberry.co.za Tue Nov 18 17:17:05 2003 From: graeme at raspberry.co.za (Graeme Pyle) Date: Wed, 19 Nov 2003 00:17:05 +0200 Subject: [rt-users] RT attachment corruption on RedHat 9 Message-ID: <3FBA9A61.1080706@raspberry.co.za> Howdy guys, I've been reading your postings from a few weeks back relating to attachment corruption on RedHat 9. Have you managed to nail-down the problem yet? I'm having exactly the same problems you're experiencing, and also only on RH9 - my Gentoo box is fine. LANG=C doesn't completely fix the problem. Seems like I should bite the bullet and nuke the RH9 box... Thanks, G From michael at emdee.net Tue Nov 18 17:36:27 2003 From: michael at emdee.net (Michael D. Richards) Date: Tue, 18 Nov 2003 15:36:27 -0700 Subject: [rt-users] Empty tickets In-Reply-To: <143CFA2E3C9B5D459E78DA18E3F15F899AAC65@plague.telmap.com> References: <143CFA2E3C9B5D459E78DA18E3F15F899AAC65@plague.telmap.com> Message-ID: <3FBA9EEB.4030905@emdee.net> Paolo Supino wrote: >Hi > > RT has started to generate empty tickets. From what I >Noticed it creates them when I login with my user, tohugh >I'm not sure of this. Has anyone ever encountered such >A situation and found a solution? > > I started having this problem today with 3.0.6. The main ticket view only shows the headers of the message, no body. When selecting the "Reply" link, the area that should have the quote simply says "This transaction appears to have no content". However, the body is viewable when clicking the "Download" link. Also interesting is that the "Download" link appears on the same horizontal level as the "Subject" line in the header, instead of below the header as on other tickets. From tgerla at outsourcefinancial.com Tue Nov 18 18:20:01 2003 From: tgerla at outsourcefinancial.com (Tim Gerla) Date: Tue, 18 Nov 2003 16:20:01 -0700 Subject: [rt-users] RT attachment corruption on RedHat 9 In-Reply-To: <3FBA9A61.1080706@raspberry.co.za> References: <3FBA9A61.1080706@raspberry.co.za> Message-ID: <3FBAA921.40102@outsourcefinancial.com> Graeme Pyle wrote: > Howdy guys, > > I've been reading your postings from a few weeks back relating to > attachment corruption on RedHat 9. > > Have you managed to nail-down the problem yet? I'm having exactly the > same problems you're experiencing, and also only on RH9 - my Gentoo box > is fine. LANG=C doesn't completely fix the problem. > > Seems like I should bite the bullet and nuke the RH9 box... > > Thanks, > G > The attached patch seems to clear up all problems here. Both RH9 installations and Fedora Core 1. -Tim -- Programmer, Outsource Financial Services, LLC. tgerla at outsourcefinancial.com -------------- next part -------------- A non-text attachment was scrubbed... Name: attachment.patch Type: text/x-patch Size: 654 bytes Desc: not available URL: From seph at directionless.org Tue Nov 18 21:35:49 2003 From: seph at directionless.org (seph) Date: Tue, 18 Nov 2003 21:35:49 -0500 Subject: [rt-users] Re: Database connect failure In-Reply-To: (Mike Frazer's message of "Tue, 18 Nov 2003 16:45:02 -0500") References: Message-ID: > The database resides on the localhost, and the user and password are default > for RT. I've verified the permissions, and I can connect from the command > line with *all* users in the DB, including the RT user. > Does anyone ahve any idea what I'm missing? without seeing the actual error, it's hard to say. One persistant problem I've have with mysql, is whether or not it thinks I'm connecting as "user" "user at localhost" or "user at hostname". seph From JDiaz at esabel.net Tue Nov 18 22:52:32 2003 From: JDiaz at esabel.net (Jaime Diaz) Date: Wed, 19 Nov 2003 00:52:32 -0300 Subject: [rt-users] RT attachment corruption on RedHat 9 Message-ID: <3A54947595874945B59D87BAF4FC0BAA07C7C9@svrmail001.esabel.com> There is a bug in certain mod-perl version (I don?t remember the number, but it comes with both RH8 and RH9) that prevents mod-perl posting more than 2.8 KB, you should check that too and I?m sure somebody post it to the list a few months back, by the time 3.0.6 was released. -----Original Message----- From: Graeme Pyle To: danie.marais at attix5.com; myk_lists at yahoo.ca; iain.price at post.serco.com Cc: rt-users at lists.fsck.com; Paul Kane Sent: 18/11/2003 07:17 p.m. Subject: [rt-users] RT attachment corruption on RedHat 9 Howdy guys, I've been reading your postings from a few weeks back relating to attachment corruption on RedHat 9. Have you managed to nail-down the problem yet? I'm having exactly the same problems you're experiencing, and also only on RH9 - my Gentoo box is fine. LANG=C doesn't completely fix the problem. Seems like I should bite the bullet and nuke the RH9 box... Thanks, G _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 Nov 19 00:12:21 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 19 Nov 2003 00:12:21 -0500 Subject: SV: [rt-users] Re: critical bug with german letter' In-Reply-To: <000601c3ade5$7af66530$c601040a@edu.nykoping.ad> References: <000601c3ade5$7af66530$c601040a@edu.nykoping.ad> Message-ID: <20031119051221.GN31337@fsck.com> On Tue, Nov 18, 2003 at 04:06:01PM +0100, Andreas Falk wrote: > We have the same problem with the swedish ??? ???. > > Here's one ticket that have this problem: > http://rt3.fsck.com/Ticket/Display.html?id=4365 So. The reason rt3.fsck.com exhibits this bug is because it's running on perl 5.6.1. Perl 5.6.1 is non-supported for RT and known to break on non-ascii characters. We haven't been able to reproduce this problem on perl 5.8.x. If you can do so, the way to get RT fixed is to extend the test suite to show off the problem. If you can send us a patch for the test suite that fails due to this bug, then we've got something to work from to fix. Best, Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Wed Nov 19 00:17:28 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 19 Nov 2003 00:17:28 -0500 Subject: [rt-users] RTFM - articles with attachments In-Reply-To: <1069102610.130.157.camel@daintywn.dainty.ca> References: <000201c3aa83$468a6ae0$aaeccb0a@midnight> <1069102610.130.157.camel@daintywn.dainty.ca> Message-ID: <20031119051728.GO31337@fsck.com> On Mon, Nov 17, 2003 at 03:56:51PM -0500, BJ Blanchard wrote: > The RT/RTFM combination is great, but I have alot of external documents > which I would like reference as an "external article". (IE. I don't > want to copy/paste text into article) The Attachment feature of RT is > excellent but (currently) doesn't extend to RTFM. > > Having an RTFM custom field type of "Attachment" would be sooo sweet. > > Are there plans for this functionality in the future? In the "would be cool" sense, yes. But in the "development resources committed" sense, not yet, no. > I can fudge this by creating an "Article" queue, and creating "tickets" > with attachments and restrict rights on the queue so it becomes > essentially "query only". But this breaks the mold of what a "ticket" > is. > > Thoughts? > > -Bob > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From hanno.mueller at epublica.de Wed Nov 19 02:29:12 2003 From: hanno.mueller at epublica.de (Hanno Mueller) Date: Wed, 19 Nov 2003 08:29:12 +0100 Subject: [rt-users] Re: critical bug with german letter In-Reply-To: <20031119051221.GN31337@fsck.com> References: <000601c3ade5$7af66530$c601040a@edu.nykoping.ad> <20031119051221.GN31337@fsck.com> Message-ID: <3FBB1BC8.80905@epublica.de> Jesse Vincent schrieb: > So. The reason rt3.fsck.com exhibits this bug is because it's running on > perl 5.6.1. Perl 5.6.1 is non-supported for RT and known to break on > non-ascii characters. We haven't been able to reproduce this problem > on perl 5.8.x. I'm running Perl 5.8.2 with all the newest versions of the Perl modules and have the problem here. > If you can do so, the way to get RT fixed is to extend > the test suite to show off the problem. If you can send us a patch for > the test suite that fails due to this bug, then we've got something to > work from to fix. Oh well - how do I write a test for the test suite? I'll see what I can do about that. In the meantime, it'd be nice to know your I18N configuration for Apache and for RT. Thanks, Hanno From jesse at bestpractical.com Wed Nov 19 02:35:08 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 19 Nov 2003 02:35:08 -0500 Subject: [rt-users] Re: critical bug with german letter In-Reply-To: <3FBB1BC8.80905@epublica.de> References: <000601c3ade5$7af66530$c601040a@edu.nykoping.ad> <20031119051221.GN31337@fsck.com> <3FBB1BC8.80905@epublica.de> Message-ID: <20031119073508.GT31337@fsck.com> > Oh well - how do I write a test for the test suite? If you can reproduce this bug by sending mail, clone one of the current changes in lib/t/04_web.pl.in with your new message. If it's only via the web ui, have a look at the various tests in lib/t/0?_web.pl.in. Add in logic to perform an update using WWW::Mechanize and inspect the database and compare to your known-good text. > I'll see what I can do about that. In the meantime, it'd be nice to know > your I18N configuration for Apache and for RT. Perl 5.8.0, with mod_perl1 or fastcgi. Apache 1.3.27. Mysql 4.0.9 or 4.0.16 or Postgres 7.3.3 or 7.3.4. RT 3.0.7 > > Thanks, > > Hanno > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From hanno.mueller at epublica.de Wed Nov 19 02:44:49 2003 From: hanno.mueller at epublica.de (Hanno Mueller) Date: Wed, 19 Nov 2003 08:44:49 +0100 Subject: [rt-users] Re: critical bug with german letter In-Reply-To: <20031119073508.GT31337@fsck.com> References: <000601c3ade5$7af66530$c601040a@edu.nykoping.ad> <20031119051221.GN31337@fsck.com> <3FBB1BC8.80905@epublica.de> <20031119073508.GT31337@fsck.com> Message-ID: <3FBB1F71.1000104@epublica.de> Hi, as described, the bug happens with the web gui. I can send an email with Umlauts to a queue. Umlaut characters in that message will be displayed correctly by the web gui. If I try to write a comment or a reply to the same message using the web gui, the Umlauts I enter there will be broken. Jesse Vincent schrieb: >>I'll see what I can do about that. In the meantime, it'd be nice to know >>your I18N configuration for Apache and for RT. > > Perl 5.8.0, with mod_perl1 or fastcgi. Apache 1.3.27. Mysql 4.0.9 or > 4.0.16 or Postgres 7.3.3 or 7.3.4. RT 3.0.7 But what are your I18N settings for Apache, RT and Mysql? Btw, I'm running RT 3.0.7_01 Apache 1.3.26 (with Debian backports) Mysql 3.23.49 (with Debian backports) I did not change the I18N settings of RT. I tried Apache with "AddDefaultCharset on" and with "AddDefaultCharset utf-8" - this didn't fix the problem. Thanks, Hanno From jesse at bestpractical.com Wed Nov 19 02:50:05 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 19 Nov 2003 02:50:05 -0500 Subject: [rt-users] Re: critical bug with german letter In-Reply-To: <3FBB1F71.1000104@epublica.de> References: <000601c3ade5$7af66530$c601040a@edu.nykoping.ad> <20031119051221.GN31337@fsck.com> <3FBB1BC8.80905@epublica.de> <20031119073508.GT31337@fsck.com> <3FBB1F71.1000104@epublica.de> Message-ID: <20031119075005.GU31337@fsck.com> On Wed, Nov 19, 2003 at 08:44:49AM +0100, Hanno Mueller wrote: > Hi, > > > as described, the bug happens with the web gui. > > If I try to write a comment or a reply to the same message using the web > gui, the Umlauts I enter there will be broken. What browser? Does it happen with all browsers? > > Jesse Vincent schrieb: > > >>I'll see what I can do about that. In the meantime, it'd be nice to know > >>your I18N configuration for Apache and for RT. > > > >Perl 5.8.0, with mod_perl1 or fastcgi. Apache 1.3.27. Mysql 4.0.9 or > >4.0.16 or Postgres 7.3.3 or 7.3.4. RT 3.0.7 > > But what are your I18N settings for Apache, RT and Mysql? Unchanged from the defaults. No special config at all > > Btw, I'm running > Mysql 3.23.49 (with Debian backports) Oh. RT is very strictly not supported on Mysql 3.23. This is the first thing I'd fix. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From hanno.mueller at epublica.de Wed Nov 19 02:55:43 2003 From: hanno.mueller at epublica.de (Hanno Mueller) Date: Wed, 19 Nov 2003 08:55:43 +0100 Subject: [rt-users] Example (Re: critical bug with german letter) Message-ID: <3FBB21FF.60902@epublica.de> Hi, > If I try to write a comment or a reply to the same message using the > web gui, the Umlauts I enter there will be broken. I just created a ticket using the web gui, this is the autoreply message I got. Please note: - The template shows correct umlauts. I changed the templates for this queue on my test installation and entered the new template texts using the web gui. *Those* umlaut characters are not broken by the web form input. - The message itself shows broken umlauts. The umlaut characters were correct when I entered them in the web form, but after hitting "submit" this is what I got, both in the autoreply mail and in the web gui display for this ticket. - The browser seems to be ok. The problem occurs with both Mozilla and Internet Explorer. Both use UTF-8 unicode encoding to display the RT web gui. I used the same browser with the same German I18N settings to enter the template changes on the web gui. Thanks, Hanno -------------- next part -------------- An embedded message was scrubbed... From: "openBC Missbrauch via RT" Subject: [openbc.com #8] AutoReply: Umlaut Test Date: Wed, 19 Nov 2003 08:46:57 +0100 Size: 2223 URL: From graeme at raspberry.co.za Wed Nov 19 03:41:08 2003 From: graeme at raspberry.co.za (Graeme Pyle) Date: Wed, 19 Nov 2003 10:41:08 +0200 Subject: [rt-users] Copying CustomFields in templates Message-ID: <3FBB2CA4.9000608@raspberry.co.za> Hello, I've been copying custom fields from one ticket to a new one in a template as below: CustomField-41: {$Tickets{'TOP'}->CustomFieldValues(36)->Next()->Content} Unfortunately this fails if the custom field is not set. I assume Next() returns the Perl equivalent of null and then the call to "Content" fails. Can anyone tell me how I can change my code snippet to simply return an empty string if the custom field is undefined? Thanks, Graeme From dlubowa at africaonline.co.ug Wed Nov 19 04:19:14 2003 From: dlubowa at africaonline.co.ug (David Lubowa) Date: Wed, 19 Nov 2003 12:19:14 +0300 Subject: [rt-users] New Installation of rt-3.0.6 Message-ID: Good afternoon I am running Freebsd4.9-RC , i have installed rt from the ports and it is giving me a slight problem to install i used to run the older version on a SuSE-7.2 box and i still have it working fine, my problem with this current install is that the perl modules dont seem to be working out for me e.g Apache::DBI , i keep on getting an error on anything that has to do with perl in my httpd.conf i.e #PerlSetVar MasonArgsMethod CGI #PerlModule Apache2 Apache::compat #RewriteEngine On #RewriteRule ^(.*)/$ $1/index.html # }}} #PerlModule Apache::DBI #PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason i dont run apache2 so i commented out the apache2 perl stuff and left the PerlModule Apache::DBI, PerlRequire and the rest below this is what httpd -T yields [error] Syntax error on line 1114 of /usr/local/etc/apache/httpd.conf: Invalid command 'PerlHandler', perhaps mis-spelled or defined by a module not included in the server configuration [error] could someone please give me a list of all the perl modules i need to have installed before rt can work, maybe that is what could be the problem ...i currently have Apache-DBI-0.92 HTML-Parser-3.34 IO-1.20 Mail-Sendmail-0.78 libwww-perl-5.75 am i missing something cheers -Z From ronny.pettersen at telenor.com Wed Nov 19 06:13:54 2003 From: ronny.pettersen at telenor.com (ronny.pettersen at telenor.com) Date: Wed, 19 Nov 2003 12:13:54 +0100 Subject: [rt-users] Re: critical bug with german letter' (Intern) Message-ID: I had mySQL 3.23, so I upgraded to MySQL 4.0.16. I also reinstalled rt-3.0.7. (rm -Rf rt3; make testdeps; make install; make dropdb; make initialize-database) Created a ticket with the 3 norwegian special characters, and I get the same result as before. Tested on IE and Opera - same. MySQL 4.0.16 Apache 2.0.40 Perl 5.8.0 FastCGI 2.4.0 RT 3.0.7_01 Regards, Ronny Pettersen btw: I have an other install running mysql 3.23 and RT-3.0.6 where I can get it working by making sure not to add a comment to a ticket after httpd restart (2nd comment will be wrong). If i create a ticket, the comments to this and all other tickets are encoded just fine. -----Original Message----- From: rt-users-bounces at lists.fsck.com [mailto:rt-users-bounces at lists.fsck.com]On Behalf Of Jesse Vincent Sent: 19. november 2003 06:12 To: Andreas Falk Cc: rt-users at lists.fsck.com Subject: Re: SV: [rt-users] Re: critical bug with german letter' On Tue, Nov 18, 2003 at 04:06:01PM +0100, Andreas Falk wrote: > We have the same problem with the swedish ??? ???. > > Here's one ticket that have this problem: > http://rt3.fsck.com/Ticket/Display.html?id=4365 So. The reason rt3.fsck.com exhibits this bug is because it's running on perl 5.6.1. Perl 5.6.1 is non-supported for RT and known to break on non-ascii characters. We haven't been able to reproduce this problem on perl 5.8.x. If you can do so, the way to get RT fixed is to extend the test suite to show off the problem. If you can send us a patch for the test suite that fails due to this bug, then we've got something to work from to fix. Best, Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From fw at deneb.enyo.de Wed Nov 19 06:47:25 2003 From: fw at deneb.enyo.de (Florian Weimer) Date: Wed, 19 Nov 2003 12:47:25 +0100 Subject: [rt-users] RT attachment corruption on RedHat 9 In-Reply-To: <3FBAA921.40102@outsourcefinancial.com> References: <3FBA9A61.1080706@raspberry.co.za> <3FBAA921.40102@outsourcefinancial.com> Message-ID: <20031119114725.GA13985@deneb.enyo.de> Tim Gerla wrote: > The attached patch seems to clear up all problems here. Both RH9 > installations and Fedora Core 1. I applied this patch to our RT instance and it fixes the broken attachment issue I reported yesterday. Thanks! From graeme at raspberry.co.za Wed Nov 19 07:38:52 2003 From: graeme at raspberry.co.za (Graeme Pyle) Date: Wed, 19 Nov 2003 14:38:52 +0200 Subject: [rt-users] RT attachment corruption on RedHat 9 In-Reply-To: <20031119114725.GA13985@deneb.enyo.de> References: <3FBA9A61.1080706@raspberry.co.za> <3FBAA921.40102@outsourcefinancial.com> <20031119114725.GA13985@deneb.enyo.de> Message-ID: <3FBB645C.3010309@raspberry.co.za> Hi folks, Thanks for all your help - I've finally managed to solve my problem :-) I still have attachment corruption problems running FastCGI under RH9 after trying everything suggested, but under ModPerl it works just fine. My LANG environment variable was set incorrectly when I built mod_fastcgi, so I suspect that that may also have something to do with it (I just don't have the energy to rebuild mod_fastcgi again ;-). I also noticed that if I look at /proc/123/environ (where 123 is the PID of the fastcgi process), it is empty. I expected to see a LANG=C in there somewhere - which I do see for the Apache processes - but I don't. I'm not sure how to change that. Anyhow, I'll just go with ModPerl on RH9. FastCGI works fine on my Gentoo box. Thanks, Graeme Florian Weimer wrote: > Tim Gerla wrote: > > >>The attached patch seems to clear up all problems here. Both RH9 >>installations and Fedora Core 1. > > > I applied this patch to our RT instance and it fixes the broken > attachment issue I reported yesterday. Thanks! > > From mnagel at willingminds.com Wed Nov 19 10:46:08 2003 From: mnagel at willingminds.com (Mark D. Nagel) Date: Wed, 19 Nov 2003 07:46:08 -0800 Subject: [rt-users] RT attachment corruption on RedHat 9 In-Reply-To: <3FBA9A61.1080706@raspberry.co.za> References: <3FBA9A61.1080706@raspberry.co.za> Message-ID: <3FBB9040.3090701@willingminds.com> Graeme Pyle wrote: > I've been reading your postings from a few weeks back relating to > attachment corruption on RedHat 9. > > Have you managed to nail-down the problem yet? I'm having exactly the > same problems you're experiencing, and also only on RH9 - my Gentoo > box is fine. LANG=C doesn't completely fix the problem. > > Seems like I should bite the bullet and nuke the RH9 box... Same feeling here -- what I finally ended up doing was to build an OpenPKG instance with only the exact items I needed to run Apache 1.3, mod_perl, MySQL, etc. OpenPKG is available at www.openpkg.org. Doing this effectively keeps the various bad things in RH 9 separated from my RT requirements -- I really only care that the kernel and supporting processes are running correctly (we hope that is true at least). Sad thing is we originally upgraded to RH 9 to ensure we had perl 5.8 available; had I considered the OpenPKG route before, we could have kept things at the much more stable RH 7.3. The actual installed package list in that instance is: apache-1.3.28-1.3.1 binutils-2.14-1.3.0 bzip2-1.0.2-1.3.0 db-4.1.25.1-1.3.0 expat-1.95.6-1.3.0 freetype-2.1.4-1.3.0 gcc-3.3-1.3.0 gd-2.0.15-1.3.0 jpeg-6b-1.3.0 lzo-1.08-1.3.0 m4-1.4o-1.3.0 mm-1.3.0-1.3.0 mysql-4.0.14-1.3.2 openpkg-1.3.1-1.3.1 openpkg-tool-1.3.0-1.3.0 openssl-0.9.7b-1.3.2 perl-5.8.0-1.3.2 perl-comp-1.3.0-1.3.0 perl-conv-1.3.0-1.3.0 perl-crypto-1.3.0-1.3.0 perl-db-1.3.0-1.3.0 perl-dbi-1.3.0-1.3.0 perl-dbix-1.3.0-1.3.0 perl-ds-1.3.0-1.3.0 perl-gd-1.3.0-1.3.0 perl-gfx-1.3.0-1.3.0 perl-mail-1.3.0-1.3.0 perl-net-1.3.0-1.3.0 perl-openpkg-1.3.0-1.3.0 perl-parse-1.3.0-1.3.0 perl-ssl-1.3.0-1.3.0 perl-sys-1.3.0-1.3.0 perl-term-1.3.0-1.3.0 perl-text-1.3.0-1.3.0 perl-time-1.3.0-1.3.0 perl-util-1.3.0-1.3.0 perl-www-1.3.2-1.3.2 perl-xml-1.3.0-1.3.0 png-1.2.5-1.3.0 readline-4.3-1.3.0 zlib-1.1.4-1.3.0 Then, I used CPAN to add/update the modules needed to bring the instance to RT compliance, then upgraded RT to use this instance of Perl and transferred the database. Nary a hiccup since, but it's only been a few days. This is more or less following the advice of "build your own isolated environment" that others have voiced. I just chose to use OpenPKG to do this since it is much easier to maintain than manual compilation of the necessary components. One word of warning -- OpenPKG statically links everything -- the virtual memory for Apache tends to be in the 130MB range, so make sure you have plenty of RAM and swap. Hope this helps someone -- it's definitely helped me! Regards, Mark -- Mark D. Nagel, CCIE #3177 Principal Consultant, Willing Minds LLC tel/fax: 949-623-9853, web: http://www.willingminds.com/ From tgerla at outsourcefinancial.com Wed Nov 19 11:34:48 2003 From: tgerla at outsourcefinancial.com (Tim Gerla) Date: Wed, 19 Nov 2003 09:34:48 -0700 Subject: [rt-users] redirect in search In-Reply-To: <20031113142027.GA19652@SDF.LONESTAR.ORG> References: <021b01c3a9d7$401cd500$396e0a0a@ciemat.es> <20031113142027.GA19652@SDF.LONESTAR.ORG> Message-ID: <3FBB9BA8.7010706@outsourcefinancial.com> Michael S. Liebman wrote: > On Thu, Nov 13, 2003 at 12:14:05PM +0100, Antonio Sanchez wrote: > >>When search in index page, my browser receive a page with: >> >> The document has moved here >> >>I want that my search jumps directly at the page of ticket if it exists, How >>can I make it? > > > This is a known problem with mod_perl2. If you don't want to see it, change to fastcgi. > > Michael Here is a patch to fix the redirect issues with mod_perl2. Not sure if newer releases of mod_perl will/do fix it. -Tim -- Programmer, Outsource Financial Services, LLC. tgerla at outsourcefinancial.com -------------- next part -------------- A non-text attachment was scrubbed... Name: redirect.patch Type: text/x-patch Size: 1204 bytes Desc: not available URL: From mux at qualigaz.com Wed Nov 19 11:36:29 2003 From: mux at qualigaz.com (Maxime Henrion) Date: Wed, 19 Nov 2003 17:36:29 +0100 Subject: [rt-users] Problems with attachments Message-ID: <006501c3aebb$48a20180$2c27a8c0@Sandrine> Hello all, I'm having some problems with attachments and Request Tracker 3.0.6 when one sends an e-mail to the RT address with Lotus Notes and an attachment. In that case, the attachment is lost, as well as the body of the e-mail (which is obviously even more annoying). The ticket that gets opened only retains the subject of the e-mail as well as the Date, To, From and Cc headers - and all the others if I tell RT to display them. The raw e-mail looks like this : [SMTP headers... Those look sane.] [Body of the e-mail] (See attached file: foo.jpg) (UUEncoded file named: foo.jpg follows) (Its format is: JPEG File Interchange ) begin 644 foo.jpg [The uuencoded block] end So the uuencoded attachment is just put as is in the mail by Lotus (no idea if that's the problem). Sending the same e-mail with various other mail clients works ok, so it's not a problem with the size of the attachment (and besides, both the $TruncateLongAttachments and the $DropLongAttachments variables are set to undef). Looking at the Attachments table of the rt3 database, it seems the attachment is properly recorded in the database as I can see the uuencoded data. RT didn't mail anything to the admin address, and it didn't log anything either. Did anyone experience anything similar to this problem ? I couldn't find anything related to this in the bugs database so I thought I'd drop a mail here and report it as bug once I'm sure I didn't do anything stupid. Cheers, Maxime -------------- next part -------------- An HTML attachment was scrubbed... URL: From mux at qualigaz.com Wed Nov 19 11:51:44 2003 From: mux at qualigaz.com (Maxime Henrion) Date: Wed, 19 Nov 2003 17:51:44 +0100 Subject: [rt-users] Problems with attachments References: <006501c3aebb$48a20180$2c27a8c0@Sandrine> Message-ID: <00ba01c3aebd$69db7d70$2c27a8c0@Sandrine> Oops, I sent the previous e-mail in HTML, being at work and being forced to use Outlook Express. My sincere apologies for that. Below is the message I sent in text format. ----- Original Message ----- From: Maxime Henrion To: rt-users at lists.fsck.com Sent: Wednesday, November 19, 2003 5:36 PM Subject: [rt-users] Problems with attachments Hello all, I'm having some problems with attachments and Request Tracker 3.0.6 when one sends an e-mail to the RT address with Lotus Notes and an attachment. In that case, the attachment is lost, as well as the body of the e-mail (which is obviously even more annoying). The ticket that gets opened only retains the subject of the e-mail as well as the Date, To, >From and Cc headers - and all the others if I tell RT to display them. The raw e-mail looks like this : [SMTP headers... Those look sane.] [Body of the e-mail] (See attached file: foo.jpg) (UUEncoded file named: foo.jpg follows) (Its format is: JPEG File Interchange ) begin 644 foo.jpg [The uuencoded block] end So the uuencoded attachment is just put as is in the mail by Lotus (no idea if that's the problem). Sending the same e-mail with various other mail clients works ok, so it's not a problem with the size of the attachment (and besides, both the $TruncateLongAttachments and the $DropLongAttachments variables are set to undef). Looking at the Attachments table of the rt3 database, it seems the attachment is properly recorded in the database as I can see the uuencoded data. RT didn't mail anything to the admin address, and it didn't log anything either. Did anyone experience anything similar to this problem ? I couldn't find anything related to this in the bugs database so I thought I'd drop a mail here and report it as bug once I'm sure I didn't do anything stupid. Cheers, Maxime _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 Nov 19 12:06:43 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 19 Nov 2003 12:06:43 -0500 Subject: [rt-users] Re: critical bug with german letter' (Intern) In-Reply-To: References: Message-ID: <20031119170643.GX31337@fsck.com> On Wed, Nov 19, 2003 at 12:13:54PM +0100, ronny.pettersen at telenor.com wrote: > > MySQL 4.0.16 > Apache 2.0.40 > Perl 5.8.0 This is RedHat's build of perl 5.8.0? -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From dwilhelm at irisfinancial.com Wed Nov 19 12:36:23 2003 From: dwilhelm at irisfinancial.com (d. ryon wilhelm) Date: Wed, 19 Nov 2003 09:36:23 -0800 Subject: [rt-users] (no subject) Message-ID: <1069263383.3fbbaa1706c51@webmail.irisfinancial.com> still getting the same 'referenced symbol not found' error ( see error below )... could this be a compatiblity issue somewhere??? any help would be greatly appreciated... here are my machine specs and version numbers: sol8 sparc 64/bit apache 1.3.29 mod_perl 1.29 mysql 4.0.16 rt 3.0.6 perl 5.8.2 ( module list below ) - have reinstalled the DBD::mysql module to 1018 and i also tried 1028 with the same result... ( ERROR ) ROOT at admin01:/usr/local/rt-3-0-6# make initialize-database /usr/local/bin/perl //usr/local/rt/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create a new database and grant RT access to that database, this script needs to connect to your mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password: ld.so.1: /usr/local/bin/perl: fatal: relocation error: file /usr/local/lib/perl5/site_perl/5.8.2/sun4-solaris/auto/DBD/mysql/mysql.so: symbol mysql_init: referenced symbol not found make: *** [initialize-database] Killed ( module list ) ROOT at admin01:/usr/local/rt-3-0-6/sbin# ./rt-test-dependencies --with-mysql --with-modperl1 perl: 5.8.0...found MASON dependencies: Params::Validate 0.02...found Cache::Cache ...found Exception::Class ...found HTML::Mason 1.16...found MLDBM ...found Errno ...found FreezeThaw ...found Digest::MD5 2.27...found CGI::Cookie 1.20...found Storable ...found Apache::Session 1.53...found MAILGATE dependencies: HTML::TreeBuilder ...found HTML::FormatText ...found Getopt::Long ...found LWP::UserAgent ...found MODPERL1 dependencies: CGI ...found Apache::Request ...found Apache::DBI 0.92...found CLI dependencies: Getopt::Long 2.24...found CORE dependencies: Digest::MD5 2.27...found DBI 1.37...found Test::Inline ...found Class::ReturnValue 0.40...found DBIx::SearchBuilder 0.92...found Text::Template ...found File::Spec 0.8...found HTML::Entities ...found Net::Domain ...found Log::Dispatch 2.0...found Locale::Maketext 1.06...found Locale::Maketext::Lexicon 0.25...found Locale::Maketext::Fuzzy ...found MIME::Entity 5.108...found Mail::Mailer 1.57...found Net::SMTP ...found Text::Wrapper ...found Time::ParseDate ...found File::Temp ...found Term::ReadKey ...found Text::Autoformat ...found Text::Quoted ...found DEV dependencies: Regexp::Common ...found Time::HiRes ...found Test::Inline ...found WWW::Mechanize ...found MYSQL dependencies: DBD::mysql 2.1018...found -<0>- d. ryon wilhelm iris financial engineering, llc UNIX 'IS' user friendly - it's just selective about who its friends are... From dwilhelm at irisfinancial.com Wed Nov 19 12:36:52 2003 From: dwilhelm at irisfinancial.com (d. ryon wilhelm) Date: Wed, 19 Nov 2003 09:36:52 -0800 Subject: [rt-users] reference symbol not found error ( new installation ) Message-ID: <1069263412.3fbbaa349bc69@webmail.irisfinancial.com> still getting the same 'referenced symbol not found' error ( see error below )... could this be a compatiblity issue somewhere??? any help would be greatly appreciated... here are my machine specs and version numbers: sol8 sparc 64/bit apache 1.3.29 mod_perl 1.29 mysql 4.0.16 rt 3.0.6 perl 5.8.2 ( module list below ) - have reinstalled the DBD::mysql module to 1018 and i also tried 1028 with the same result... ( ERROR ) ROOT at admin01:/usr/local/rt-3-0-6# make initialize-database /usr/local/bin/perl //usr/local/rt/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create a new database and grant RT access to that database, this script needs to connect to your mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password: ld.so.1: /usr/local/bin/perl: fatal: relocation error: file /usr/local/lib/perl5/site_perl/5.8.2/sun4-solaris/auto/DBD/mysql/mysql.so: symbol mysql_init: referenced symbol not found make: *** [initialize-database] Killed ( module list ) ROOT at admin01:/usr/local/rt-3-0-6/sbin# ./rt-test-dependencies --with-mysql --with-modperl1 perl: 5.8.0...found MASON dependencies: Params::Validate 0.02...found Cache::Cache ...found Exception::Class ...found HTML::Mason 1.16...found MLDBM ...found Errno ...found FreezeThaw ...found Digest::MD5 2.27...found CGI::Cookie 1.20...found Storable ...found Apache::Session 1.53...found MAILGATE dependencies: HTML::TreeBuilder ...found HTML::FormatText ...found Getopt::Long ...found LWP::UserAgent ...found MODPERL1 dependencies: CGI ...found Apache::Request ...found Apache::DBI 0.92...found CLI dependencies: Getopt::Long 2.24...found CORE dependencies: Digest::MD5 2.27...found DBI 1.37...found Test::Inline ...found Class::ReturnValue 0.40...found DBIx::SearchBuilder 0.92...found Text::Template ...found File::Spec 0.8...found HTML::Entities ...found Net::Domain ...found Log::Dispatch 2.0...found Locale::Maketext 1.06...found Locale::Maketext::Lexicon 0.25...found Locale::Maketext::Fuzzy ...found MIME::Entity 5.108...found Mail::Mailer 1.57...found Net::SMTP ...found Text::Wrapper ...found Time::ParseDate ...found File::Temp ...found Term::ReadKey ...found Text::Autoformat ...found Text::Quoted ...found DEV dependencies: Regexp::Common ...found Time::HiRes ...found Test::Inline ...found WWW::Mechanize ...found MYSQL dependencies: DBD::mysql 2.1018...found -<0>- d. ryon wilhelm iris financial engineering, llc UNIX 'IS' user friendly - it's just selective about who its friends are... From murphy at genome.chop.edu Wed Nov 19 12:49:42 2003 From: murphy at genome.chop.edu (Kevin Murphy) Date: Wed, 19 Nov 2003 12:49:42 -0500 Subject: [rt-users] cookies Message-ID: My users were complaining about having to log into RT all the time, and I was surprised that there didn't seem to be a variable controlling authorization cookie behavior. I'm not a savvy web developer or RT tweaker, so let me know if my following solution is any good. In etc/RT_SiteConfig.pm, I added the following line: Set($CookieExpires, '+99M'); In local/html/Elements/SetupSessionCookie, I added the following argument to the call to new CGI::Cookie: -expires => $RT::CookieExpires I wonder if there is any perceived need for a more granular and Configurable approach to this? -Kevin Murphy From jason at kaddywampus.org Wed Nov 19 13:04:12 2003 From: jason at kaddywampus.org (Jason Frey) Date: Wed, 19 Nov 2003 10:04:12 -0800 (Pacific Standard Time) Subject: [rt-users] Overriding Global Scrips/Templates Message-ID: <3FBBB09C.00000F.00992@jasonfrey> It would seem that creating a new scrip with a custom template in a Queue would override the default global. This doesn't seem to be the case. What is the appropriate method to implement custom email replies using templates and scrips on a per queue basis? From robertg at linearcorp.com Wed Nov 19 13:09:17 2003 From: robertg at linearcorp.com (Robert Gorman) Date: Wed, 19 Nov 2003 10:09:17 -0800 Subject: [rt-users] Couple of questions Message-ID: <00ad01c3aec8$3f2aaf00$c301a8c0@pcrobertg> Say one has many many users and multiple groups, Perhaps over 100 users and 5-10 groups. IS there a quick and easy way to change all of the INDIVIDUAL user rights to the same settings? SAy I wanted all to have the "modify self" and the "Show Ticket"right. Next queston: I have a couple of global custom fields and many group custom fields. Can I manipulate the position of the global fields to appear first in sequence on the "create ticket" page? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ronny.pettersen at telenor.com Wed Nov 19 13:20:09 2003 From: ronny.pettersen at telenor.com (ronny.pettersen at telenor.com) Date: 19 Nov 2003 19:20:09 +0100 Subject: [rt-users] Re: critical bug with german letter' (Intern) In-Reply-To: <20031119170643.GX31337@fsck.com> References: <20031119170643.GX31337@fsck.com> Message-ID: <32451252.1069266009484.JavaMail.adm-moff@moffice1.nsc.no> On Wed, Nov 19, 2003 at 18:09:43PM +0100, jesse at bestpractical.com wrote: > > On Wed, Nov 19, 2003 at 12:13:54PM +0100, ronny.pettersen at telenor.com wrote: > > > > MySQL 4.0.16 > > Apache 2.0.40 > > Perl 5.8.0 > > This is RedHat's build of perl 5.8.0? Yes... perl-5.8.0-88.3.i386.rpm (13 Aug 2003 build). Everything except MySQL (from mysql.com) is from RedHat. btw: Have the same problem on a box with perl 5.8.1 from Fedora. From jesse at bestpractical.com Wed Nov 19 13:22:44 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 19 Nov 2003 13:22:44 -0500 Subject: [rt-users] Re: critical bug with german letter' (Intern) In-Reply-To: <32451252.1069266009484.JavaMail.adm-moff@moffice1.nsc.no> References: <20031119170643.GX31337@fsck.com> <32451252.1069266009484.JavaMail.adm-moff@moffice1.nsc.no> Message-ID: <20031119182244.GB31337@fsck.com> On Wed, Nov 19, 2003 at 07:20:09PM +0100, ronny.pettersen at telenor.com wrote: > > This is RedHat's build of perl 5.8.0? > > Yes... perl-5.8.0-88.3.i386.rpm (13 Aug 2003 build). > Everything except MySQL (from mysql.com) is from RedHat. You've seen the writeups about RedHat 9 and how you need to set the environment's locale before running RT? > btw: > Have the same problem on a box with perl 5.8.1 from Fedora. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Wed Nov 19 13:42:14 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 19 Nov 2003 13:42:14 -0500 Subject: [rt-users] Re: DBIx-SearchBuilder-0.95_01 In-Reply-To: <20031119095706.GA31679@fairuz.nic.Fr> References: <20031119095706.GA31679@fairuz.nic.Fr> Message-ID: <20031119184214.GE31337@fsck.com> On Wed, Nov 19, 2003 at 10:57:06AM +0100, Malek Shabou wrote: > Hi, > i have installed DBIx-SearchBuilder-0.95_01, but it does not correct > searching string with accent. do you need some debug info from my RT That is, in fact, interesting. Can you grab the apropriate bits of your database query logs? > 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 ### > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From autrijus at autrijus.org Wed Nov 19 13:45:39 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Thu, 20 Nov 2003 02:45:39 +0800 Subject: [rt-users] Overriding Global Scrips/Templates In-Reply-To: <3FBBB09C.00000F.00992@jasonfrey> References: <3FBBB09C.00000F.00992@jasonfrey> Message-ID: <20031119184539.GB1260@aut.dyndns.org> On Wed, Nov 19, 2003 at 10:04:12AM -0800, Jason Frey wrote: > It would seem that creating a new scrip with a custom template in a Queue > would override the default global. This doesn't seem to be the case. > > What is the appropriate method to implement custom email replies using > templates and scrips on a per queue basis? Use the same name as the global ones. /Autrijus/ From jschubert at linearcorp.com Tue Nov 18 04:38:02 2003 From: jschubert at linearcorp.com (John Schubert) Date: 18 Nov 2003 01:38:02 -0800 Subject: [rt-users] Performance (speed) of RT3 In-Reply-To: <00ad01c3aec8$3f2aaf00$c301a8c0@pcrobertg> References: <00ad01c3aec8$3f2aaf00$c301a8c0@pcrobertg> Message-ID: <1069148282.14312.21.camel@localhost.localdomain> I've read the docs, searched the list archives and looked through Linux books, but I'm still trying to figure out why RT takes about 1-2 minutes to create a ticket. Other tasks take awhile, but those are less time sensitive for the RT users. Is this normal behavior? and will updating to .07 help? I'm running RH 7.3 with Apache 1.3.29, mod_perl-1.29, MySQL 4.0.16. I've ran top, while users query, and don't see anything max out (CPU, load, memory usage, etc). Here is a snapshot of how the system looks during slow response. up 1 day, XX:XX, 1 users, load average 0.08, 0.18, 0.30 121 processes: 118 sleeping 3 running 0 zombie 0 stopped CPU States: 1.3% usr, 0.9% system, 0.0% nice 98.2% idle Mem: 125372K av, 121600K used, 3748K free, 0k shrd, 1476K buff Swap: 257000K av, 208860K used, 48140K free 280922K cached MySQL and Httpd pop in and out of the top 10, but never more than 10% mem or CPU. Where else can I look for the performance hit? Here is the sequence I followed during installation: Complete Server install of RH 7.3 Removed any RPMs from RH for Apache (conf, manual, devel, etc)and mod_perl unzip & untar & install MySQL 4.0.16 unzip & untar apache and Mod_Perl Makefile mod_perl with USE_APACI, PREP_HTTPD and EVERYTHING = 1 make and make install mod_perl configure apache with activate-module=libperl.a make and make install apache installed CPAN modules installed RT-3-0-6 Nothing else is running on this machine. Slow response was seen with no applications running other than Gnome desktop, which at the time didn't have any children hogging up CPU in the top 10 either. Thanks for any help, John From YJAMET at kdsinternational.com Wed Nov 19 15:01:33 2003 From: YJAMET at kdsinternational.com (Yannick JAMET) Date: Wed, 19 Nov 2003 21:01:33 +0100 Subject: [rt-users] Problem with rights : privileged users have access to everything Message-ID: Hi all, I have created an internal staff group which will work on tickets. The "Everyone" group is granted rights to create and answer ticket so that anybody can create tickets using the proper email address to aim the right queue. This works fine but our clients would like to see what's going on in their own queue. So I created, for each queue, a group with the queue rights : See Queue, Show Ticket, CreateTicket, Reply Ticket. It's exactly what I need but there is a huge problem with this configuration. Users of this group, even if they have almost no rights at all, can browse the whole configuration directory. The most disturbing thing is that they can list all users of the database and get their emails... Is there a way to disable the configuration link when it's not needed, or another way to set up RT ? I searched the whole list and found some unanswered questions similar to mine. Thanks a lot Yannick From rui.andrade at mainroad.pt Wed Nov 19 15:09:54 2003 From: rui.andrade at mainroad.pt (Rui Gomes Andrade) Date: Wed, 19 Nov 2003 20:09:54 -0000 Subject: [rt-users] Priorities in RT2 Message-ID: <28CC9AF963CFD541BAF46611BA207B3438BBE2@oer01mrex01.mainroad.it> Hi we using RT2 and I want to implement priorities , but even after reading the online docs I have a couple of doubts. - For example: I want to implement 3x categories of priorities 1-10, 11-20 and 21-30 for any Ticket on any Queue. - I know I have to set an initial priority in every Queue definition , but what really makes the initial number change forward ? how does it work out how frequent to change ? Thanks Regards Rui Andrade -------------- next part -------------- An HTML attachment was scrubbed... URL: From Williamsma at lanecc.edu Wed Nov 19 15:19:21 2003 From: Williamsma at lanecc.edu (Mark Williams) Date: Wed, 19 Nov 2003 12:19:21 -0800 Subject: [rt-users] Re: conversion from HEAT Message-ID: Does anyone have experience or know of issues in converting from HEAT help-desk software? From Michael.Frazer at InterCept.Net Wed Nov 19 15:56:50 2003 From: Michael.Frazer at InterCept.Net (Mike Frazer) Date: Wed, 19 Nov 2003 15:56:50 -0500 Subject: [rt-users] Broken correspondence interface on Jumbo view? Message-ID: Two of my users have issued complaints that they are unable to successfully send correspondence containing attachments from the Jumbo view for a ticket. Has anyone else experienced this issue? Mike Frazer Web Production Support Specialist InterCept Payment Solutions E-Mail: michael.frazer at intercept.net Phone: 302-326-0700 x2172 Cell: 302-420-7567 From webmaster at rochester.rr.com Wed Nov 19 16:49:11 2003 From: webmaster at rochester.rr.com (Justin C. Sherrill) Date: Wed, 19 Nov 2003 16:49:11 -0500 Subject: [rt-users] Performance (speed) of RT3 In-Reply-To: <1069148282.14312.21.camel@localhost.localdomain> References: <00ad01c3aec8$3f2aaf00$c301a8c0@pcrobertg> <1069148282.14312.21.camel@localhost.localdomain> Message-ID: <200311191649.11920.webmaster@rochester.rr.com> On Tuesday 18 November 2003 04:38, John Schubert wrote: > Mem: 125372K av, 121600K used, 3748K free, 0k shrd, 1476K buff > Swap: 257000K av, 208860K used, 48140K free 280922K cached That's 97% of your real memory used up, and a lot of swap. Since rt3 is the only thing running on the machine, that's probably the culprit. I had similar problems here until I set MaxRequestsPerChild from unlimited (0) to 2500. (and then stopped/started Apache) Your machine may benefit from a similar setting, depending on activity. I haven't yet upgraded to 3.0.7 to see if that fixes it. From Williamsma at lanecc.edu Wed Nov 19 16:46:14 2003 From: Williamsma at lanecc.edu (Mark Williams) Date: Wed, 19 Nov 2003 13:46:14 -0800 Subject: [rt-users] Re: queue etc. configuration archive Message-ID: I've now got RT running (RH 9, RT 3.0.6, fastcgi), can configure it to run on different databases, and everything is now perfect, mostly empty and waiting... ... waiting for me to implement equally perfect users, groups, queues, global settings (ugqg?) for: - a technology support desk (both dept and institution-wide) - online software (webmaster) support - in-class discussions (experimental instructional use) - workflow processes (e.g., tracking steps in a process to completion...) Is there an archive of RT system case studies, complete examples of working RT configurations that a person might adopt and adapt? I'm very inspired and ready to re-invent the wheel, but OTOH, maybe I don't have to? Do such case studies already exist somewhere and I'm overlooking them? Regardless, would anyone be willing to share their configuration case studies and lessons learned for uses such as those listed above? And as I learn how to drive this beastie I'd volunteer to help create a ugqg archive.... Mark From jesse at bestpractical.com Wed Nov 19 16:47:36 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 19 Nov 2003 16:47:36 -0500 Subject: [rt-users] Performance (speed) of RT3 In-Reply-To: <1069148282.14312.21.camel@localhost.localdomain> References: <00ad01c3aec8$3f2aaf00$c301a8c0@pcrobertg> <1069148282.14312.21.camel@localhost.localdomain> Message-ID: <20031119214736.GI31337@fsck.com> On Tue, Nov 18, 2003 at 01:38:02AM -0800, John Schubert wrote: > Here is a snapshot of how the system looks during slow response. > up 1 day, XX:XX, 1 users, load average 0.08, 0.18, 0.30 > 121 processes: 118 sleeping 3 running 0 zombie 0 stopped > CPU States: 1.3% usr, 0.9% system, 0.0% nice 98.2% idle > Mem: 125372K av, 121600K used, 3748K free, 0k shrd, 1476K buff > Swap: 257000K av, 208860K used, 48140K free 280922K cached One might want to see exactly which processes are eating all that memory. But I'll note that 128 megs of ram just isn't that much in this day and age. You mention below that you're also running gnome desktop. Gnome + X also eat a *cough* bit of ram. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From autarch at urth.org Wed Nov 19 17:24:41 2003 From: autarch at urth.org (Dave Rolsky) Date: Wed, 19 Nov 2003 16:24:41 -0600 (CST) Subject: [rt-users] Performance (speed) of RT3 In-Reply-To: <200311191649.11920.webmaster@rochester.rr.com> References: <00ad01c3aec8$3f2aaf00$c301a8c0@pcrobertg> <1069148282.14312.21.camel@localhost.localdomain> <200311191649.11920.webmaster@rochester.rr.com> Message-ID: On Wed, 19 Nov 2003, Justin C. Sherrill wrote: > On Tuesday 18 November 2003 04:38, John Schubert wrote: > > > Mem: 125372K av, 121600K used, 3748K free, 0k shrd, 1476K buff > > Swap: 257000K av, 208860K used, 48140K free 280922K cached > > That's 97% of your real memory used up, and a lot of swap. Since rt3 is the > only thing running on the machine, that's probably the culprit. Well, what does free tell you? For example, my current desktop machine says this in top: Mem: 1033512k total, 960796k used, 72716k free, 200284k buffers Swap: 136544k total, 73140k used, 63404k free, 518424k cached But if I look at free: total used free shared buffers cached Mem: 1033512 960864 72648 0 200288 518644 -/+ buffers/cache: 241932 791580 Swap: 136544 73140 63404 So yes, it's using 960 MB of memory but really, a huge amount of that is just buffered stuff. If I started a whole bunch of other processes, I don't know that I'd see a performance problem. OTOH, the fact that you're using most of your swap space is probably not a good thing. OTOOH, as Jesse pointed out, you're running X, Gnome, and trying to run RT on a machine with 128 MB. On my machine, X by itself usually has about 25MB resident, and various gnome bits take up another 10-20MB. That'd leave you with a mere 65 MB or so for RT's needs. An apache+mod_perl process can easily take up 10-15MB a pop, so if you have 4 processes running, that'd leave 5MB for MySQL, which won't get your very good performance. Try _not_ running X and upgrading to something reasonable, like 512MB. Then do some tuning so that you allocate a decent chunk of memory for MySQL. Out of the box, it isn't tuned at all. Then tune Apache so that it never spawns so many mod_perl children that you go to swap. -dave /*======================= House Absolute Consulting www.houseabsolute.com =======================*/ From nessusred at yahoo.com Wed Nov 19 17:45:54 2003 From: nessusred at yahoo.com (Matthew Kasa) Date: Wed, 19 Nov 2003 14:45:54 -0800 (PST) Subject: [rt-users] (no subject) Message-ID: <20031119224554.90992.qmail@web41401.mail.yahoo.com> So far I have sucessfully installed mysql, apache and RT3. My issue lies in the fact that I am unable to access RT3 web interface. Here is the relevant portion of my httpd.conf file, which is were I think the problem lies. VirtualHost 192.168.148.30:80> ServerName localhost.localdomain.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason When I go to the address localaddress/rt3 I receive a 404 error. Has anyone encountered this issue before and how did you solve it? Any tips or troubleshooting advice would be much appreciated. Thanks. __________________________________ Do you Yahoo!? Protect your identity with Yahoo! Mail AddressGuard http://antispam.yahoo.com/whatsnewfree From nessusred at yahoo.com Wed Nov 19 17:46:40 2003 From: nessusred at yahoo.com (Matthew Kasa) Date: Wed, 19 Nov 2003 14:46:40 -0800 (PST) Subject: [rt-users] Newbie Needs help troubleshooting webinterface on apache Message-ID: <20031119224640.29992.qmail@web41407.mail.yahoo.com> So far I have sucessfully installed mysql, apache and RT3. My issue lies in the fact that I am unable to access RT3 web interface. Here is the relevant portion of my httpd.conf file, which is were I think the problem lies. VirtualHost 192.168.148.30:80> ServerName localhost.localdomain.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason When I go to the address localaddress/rt3 I receive a 404 error. Has anyone encountered this issue before and how did you solve it? Any tips or troubleshooting advice would be much appreciated. Thanks. __________________________________ Do you Yahoo!? Protect your identity with Yahoo! Mail AddressGuard http://antispam.yahoo.com/whatsnewfree From murphy at genome.chop.edu Wed Nov 19 18:03:55 2003 From: murphy at genome.chop.edu (Kevin Murphy) Date: Wed, 19 Nov 2003 18:03:55 -0500 Subject: [rt-users] Newbie Needs help troubleshooting webinterface on apache In-Reply-To: <20031119224640.29992.qmail@web41407.mail.yahoo.com> Message-ID: I believe that if you want rt at the root of your web tree, the Location should be just a slash, not "/rt3". Otherwise, you can define the location "/rt3" for Apache by: Alias /rt3 /opt/rt3/share/html before the Location container. > VirtualHost 192.168.148.30:80> > ServerName localhost.localdomain.com > > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > Kevin From pdh at snapgear.com Wed Nov 19 21:10:55 2003 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 20 Nov 2003 12:10:55 +1000 Subject: [rt-users] Copying CustomFields in templates In-Reply-To: <3FBB2CA4.9000608@raspberry.co.za> References: <3FBB2CA4.9000608@raspberry.co.za> Message-ID: <20031120021055.GA9126@moreton.com.au> Graeme Pyle wrote: > CustomField-41: {$Tickets{'TOP'}->CustomFieldValues(36)->Next()->Content} > > Unfortunately this fails if the custom field is not set. I assume Next() > returns the Perl equivalent of null and then the call to "Content" fails. The bit in the {} is perl. A suitable conditional in there should sort you out. -- 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 snapgear.com Wed Nov 19 21:15:32 2003 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 20 Nov 2003 12:15:32 +1000 Subject: [rt-users] New Installation of rt-3.0.6 In-Reply-To: References: Message-ID: <20031120021532.GB9126@moreton.com.au> David Lubowa wrote: > Invalid command 'PerlHandler', perhaps mis-spelled or defined by a module > not included in the server configuration You don't have mod_perl loaded. -- 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 seph at directionless.org Thu Nov 20 00:46:05 2003 From: seph at directionless.org (seph) Date: Thu, 20 Nov 2003 00:46:05 -0500 Subject: [rt-users] Re: Couple of questions In-Reply-To: <00ad01c3aec8$3f2aaf00$c301a8c0@pcrobertg> (Robert Gorman's message of "Wed, 19 Nov 2003 10:09:17 -0800") References: <00ad01c3aec8$3f2aaf00$c301a8c0@pcrobertg> Message-ID: > Say one has many many users and multiple groups, Perhaps over 100 > users and 5-10 groups. IS there a quick and easy way to change all > of the INDIVIDUAL user rights to the same settings? SAy I wanted all > to have the "modify self" and the "Show Ticket"right. Grant them to Everyone? Otherwise, write some perl code. seph From hgjeong at icraft21.com Thu Nov 20 00:57:20 2003 From: hgjeong at icraft21.com (Hangu Jeong) Date: Thu, 20 Nov 2003 14:57:20 +0900 Subject: [rt-users] Backup and restore RT3. Message-ID: Hi ! I'm migrating RT machine to new one. After backup as below, /usr/local/bin/mysqldump --user=root --password=xxx rt3 > ./backup.sql I tried to restore on new machine as below, /usr/local/bin/mysql --user=root --password=xxx rt3 < ./backup.sql But I got following error message instead of restoring. "ERROR 1050 at line 11: Table 'ACL' already exists" Do you have any good idea ? Is there any recommendation for that kind of job ? Thanks Regards, Han From b.boksa at sidebysite.de Thu Nov 20 01:41:22 2003 From: b.boksa at sidebysite.de (Benjamin Boksa) Date: Thu, 20 Nov 2003 07:41:22 +0100 Subject: [rt-users] Backup and restore RT3. In-Reply-To: Message-ID: <8E189A34-1B24-11D8-B2B0-00039310C34C@sidebysite.de> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Han, see man mysqldump (--add-drop-table). I don't know if the whole procedure is right to backup RT, but at least the thing above will stop the > "ERROR 1050 at line 11: Table 'ACL' already exists" messages. Regards, Benne Am Donnerstag, 20.11.03, um 06:57 Uhr (Europe/Paris) schrieb Hangu Jeong: > Hi ! > > I'm migrating RT machine to new one. > After backup as below, > /usr/local/bin/mysqldump --user=root --password=xxx rt3 > ./backup.sql > > I tried to restore on new machine as below, > /usr/local/bin/mysql --user=root --password=xxx rt3 < ./backup.sql > > But I got following error message instead of restoring. > "ERROR 1050 at line 11: Table 'ACL' already exists" > > Do you have any good idea ? > Is there any recommendation for that kind of job ? > > Thanks > > Regards, > Han > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 PGP: http://www.sidebysite.de/pgp/b.boksa.asc 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 v1.2.3 (Darwin) iD8DBQE/vGIVR5U9XkJXZKwRAtgoAJkBgrsOC0YLupOWwop9ea0Yttp9wACfUmor IRoT3DGmQ18BoZCiQ3dj8lI= =M9hk -----END PGP SIGNATURE----- From graeme at raspberry.co.za Thu Nov 20 03:21:16 2003 From: graeme at raspberry.co.za (Graeme Pyle) Date: Thu, 20 Nov 2003 10:21:16 +0200 Subject: [rt-users] Re: RT attachment corruption on RedHat 9 In-Reply-To: <3FBBBE0F.1040001@post.serco.com> References: <3FBA9A61.1080706@raspberry.co.za> <3FBBBE0F.1040001@post.serco.com> Message-ID: <3FBC797C.2060204@raspberry.co.za> Thanks Iain. I'll let you know if I make any further discoveries. I really appreciate your help! Graeme Iain Price wrote: > Graeme Pyle wrote: > >> Howdy guys, >> >> I've been reading your postings from a few weeks back relating to >> attachment corruption on RedHat 9. >> >> Have you managed to nail-down the problem yet? I'm having exactly the >> same problems you're experiencing, and also only on RH9 - my Gentoo >> box is fine. LANG=C doesn't completely fix the problem. >> >> Seems like I should bite the bullet and nuke the RH9 box... >> >> Thanks, >> G > > > Hi, firstly as mentioned later, there is an issue with mod_perl 2 that > ships with redhat 9 choping form submits off prematurely. I recommend > you install apache 1.3 as modperl 1 (from source probably safest) > however there is also this LANG=C problem. I've not entirely nailed > this one down yet, certainly setting LANG=C everywhere has some positive > effect... however (at the last point in my testing) attachments would > work correctly after i 'watched' a crontab restart the task at 8pm one > evening, but theres a restart every morning at 3am for the web server > (old issue with RT clogging up with session data i think, dunno if its > still a problem) but anyway hours later the attachments are corrupted > again. > > The modperl bug symptom is that large (>10k) attachments just are > corrupt/truncated. This other LANG=C bug corrupts only binary (8bit / > topbit set chars) attachments, of any length. If you have the same > problem as me, run > for a in 0 1 2 3 4 5 6 7 8 9 a b c d e f; do for b in 0 1 2 3 4 5 6 7 8 > 9 a b c d e f; do printf \\x$a$b; done; done >stupid.doc > which may not be the cleanest way to do this but it creates a 256 byte > file of every char code. The LANG=C issue corrupts it to exactly 384 > bytes (128 7bit chars and 2*128 bytes of top bit chars) > > Since theres no difference between my 8pm test cron job and my 3am one > for restarting apache/RT i must presume some external force is reverting > the system to a non LANG=C style operation (although /proc/pid/environ > still shows everything as i expect). Its really not clear what this is > at the moment, a scheduled task or maybe just something about children > forking in certain ways. My next intention is to be to write an > automated (every 15 min) attachment test (yuk) and see if the break > occurs predictably, and if this sheds light on the cause. > > That all said, with the death of RHL anyway, we'll be migrating our > boxes here away (SuSEwards it seems) from RH and even if we weren't I > was about to recommend removing RH9 from production for at least 6 more > months.... goodness knows what else is lurking under the hood (theres > something about threading in RH9 also that breaks iPlanet LDAP server i > think)... > > If you want to hang around i might find something out eventually (i'm > off work this week) but my proposal to my boss is to reinstall this box > early on in our migration process and maybe i can slip out of having to > fix this fun. > > If you go at it before me, good luck, i would be interested to know > anything you discover no matter how trivial it seems, atm i know a lot > about the problem but not entirely what causes it to happen, if i can > get enough info together i might be able to hypothesise and test (which > is always better than blindly stumbling around with automated poking > tools :P) > > Iain > > > > > > > From ronny.pettersen at telenor.com Thu Nov 20 03:24:44 2003 From: ronny.pettersen at telenor.com (ronny.pettersen at telenor.com) Date: Thu, 20 Nov 2003 09:24:44 +0100 Subject: [rt-users] RE: critical bug with german letter' (Intern) Message-ID: On Wed, Nov 19, 2003 at 07:23:55PM +0100, jesse at bestpractical.com wrote: >You've seen the writeups about RedHat 9 and how you need to set the >environment's locale before running RT? Yes. I've always been using "LANG=en_US" (not en_US.UTF-8). I've also tried LANG=C. LC_ALL was unset, tried LC_ALL=C as well. And setting initial-env in httpd.conf, tried both en_US and C: FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -init-start-delay 15 -idle-timeout 3600 -initial-env LANG=en_US (without this, LANG does not seem to be set, according to /proc//environ) Anything else I've missed? Regards, Ronny Pettersen btw: As I've said earlier, I have one rt-3.0.6 install which is working - as long as I don't restart it. If I do restart it, I need to create 1 ticket before anyone adds comments. But this "trick" doesn't work on 3.0.7, and the resulting encoding contains more characters than in 3.0.6. From sven.sternberger at desy.de Thu Nov 20 05:27:28 2003 From: sven.sternberger at desy.de (Sven Sternberger) Date: Thu, 20 Nov 2003 11:27:28 +0100 Subject: [rt-users] How to write perl code interfacing to RT Message-ID: <3FBC9710.4050400@desy.de> Hi! I have a genral question. I want to write a small perl web/db application which should generate some tickets, which will be linked. After looking for documentation I'm a liitle bit confused which way to go. I identified 3 alternatives: 1.) Utilize the CLI, which seems quite simple 2.) Use the api in a way like http://www.fsck.com/pub/rt/contrib/3.0/Other/F2Wcvs-to-rt-3.0 3.) Try to understand the mystical way the CLI interfacing with the RT/Apache process I think for my requirements Nr. 2 will be okay, but I don't find any documentation (only the pod stuff which is VERY rudimentary). So is there any documentation I don't find? Any comments and/or suggestions would be appreciated bye! From request_tracker at acerhomes.com Thu Nov 20 13:31:12 2003 From: request_tracker at acerhomes.com (Rommie) Date: Fri, 21 Nov 2003 02:31:12 +0800 (PHT) Subject: [rt-users] RT Statistics Message-ID: <2093.177.177.177.29.1069353072.squirrel@_default_> Any idea why the Time to Resolve (scatter graph) doesn't work while the others works fine? I already installed the Apache::GD::Graph 0.96 and add these lines in httpd.conf Sethandler perl-script Perlhandler +Apache::GD||Graph Does it something to do with FastCGI? ---rommie From niconico at tiscali.it Thu Nov 20 05:55:34 2003 From: niconico at tiscali.it (niconico) Date: Thu, 20 Nov 2003 11:55:34 +0100 Subject: [rt-users] Auto Open Message-ID: <008701c3af54$d35b1020$9600a8c0@inatlantis.dom> When a ticket is auto opened on correspondence, the "started time" is not set. Is possible to correct the "auto open" scrip to set this value? Thx in advance Nico -------------- next part -------------- An HTML attachment was scrubbed... URL: From awahlfeldt at subshell.com Thu Nov 20 06:07:05 2003 From: awahlfeldt at subshell.com (Andreas Wahlfeldt) Date: Thu, 20 Nov 2003 12:07:05 +0100 Subject: [rt-users] Priorities in RT2 Message-ID: <012801c3af56$6e8f01e0$0f00000a@bernoulli> hi Rui, you might want to take a look at http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/ there you'll find the 'escalator' and the 'escalator.README'. good luck. 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 rcrews at intercall.com Thu Nov 20 07:32:39 2003 From: rcrews at intercall.com (Richie Crews) Date: Thu, 20 Nov 2003 07:32:39 -0500 Subject: [rt-users] Backup and restore RT3. Message-ID: We use the following command for our RT systems /usr/local/bin/mysqldump --tab=/usr/local/dbbkup --opt rt3 -u XXXX --password=XXXX This dumps .sql and .txt files. The .sql is of course the structure of the database but the .txt files are the data per table. The .txt is handy if you just want to reload certain or even all the data. You can even make it much easier to import it if you want by using phpmysql. Richie Crews Team Lead of Unix Systems and Technologies Red Hat Certified Engineer Email: rcrews at intercall.com Cell: (706) 773 - 3436 Desk: (706) 634 - 3681 Fax: (706) 634 - 3831 "Providing security for your email needs" Stop Spam, Support RBL http://www.mail-abuse.org -----Original Message----- From: Hangu Jeong [mailto:hgjeong at icraft21.com] Sent: Thursday, November 20, 2003 12:57 AM To: rt-users at lists.fsck.com Subject: [rt-users] Backup and restore RT3. Hi ! I'm migrating RT machine to new one. After backup as below, /usr/local/bin/mysqldump --user=root --password=xxx rt3 > ./backup.sql I tried to restore on new machine as below, /usr/local/bin/mysql --user=root --password=xxx rt3 < ./backup.sql But I got following error message instead of restoring. "ERROR 1050 at line 11: Table 'ACL' already exists" Do you have any good idea ? Is there any recommendation for that kind of job ? Thanks Regards, Han -------------- next part -------------- An HTML attachment was scrubbed... URL: From drew.mooney at earthlink.net Thu Nov 20 08:24:36 2003 From: drew.mooney at earthlink.net (Drew M. Mooney) Date: Thu, 20 Nov 2003 07:24:36 -0600 Subject: [rt-users] reference symbol not found error ( new installation ) References: <1069263412.3fbbaa349bc69@webmail.irisfinancial.com> Message-ID: <002601c3af69$a57b8b70$027ba8c0@EBONY> Have you started mysql? I've seen errors like this at RT install-time due to mysql being there...but not initialized. ----- Original Message ----- From: "d. ryon wilhelm" To: Sent: Wednesday, November 19, 2003 11:36 AM Subject: [rt-users] reference symbol not found error ( new installation ) > > still getting the same 'referenced symbol not found' error ( see error > below )... could this be a compatiblity issue somewhere??? any help > would be greatly appreciated... > > here are my machine specs and version numbers: > > sol8 sparc 64/bit > apache 1.3.29 > mod_perl 1.29 > mysql 4.0.16 > rt 3.0.6 > perl 5.8.2 > ( module list below ) > > - have reinstalled the DBD::mysql module to 1018 and i also tried 1028 > with the same result... > > ( ERROR ) > ROOT at admin01:/usr/local/rt-3-0-6# make initialize-database > /usr/local/bin/perl //usr/local/rt/sbin/rt-setup-database --action init > --dba root --prompt-for-dba-password > In order to create a new database and grant RT access to that database, > this script needs to connect to your mysql instance on localhost as root. > Please specify that user's database password below. If the user has no > database > password, just press return. > > Password: ld.so.1: /usr/local/bin/perl: fatal: relocation error: file > /usr/local/lib/perl5/site_perl/5.8.2/sun4-solaris/auto/DBD/mysql/mysql.so: > symbol mysql_init: referenced symbol not found > make: *** [initialize-database] Killed > > > ( module list ) > ROOT at admin01:/usr/local/rt-3-0-6/sbin# ./rt-test-dependencies > --with-mysql --with-modperl1 > perl: > 5.8.0...found > MASON dependencies: > Params::Validate 0.02...found > Cache::Cache ...found > Exception::Class ...found > HTML::Mason 1.16...found > MLDBM ...found > Errno ...found > FreezeThaw ...found > Digest::MD5 2.27...found > CGI::Cookie 1.20...found > Storable ...found > Apache::Session 1.53...found > MAILGATE dependencies: > HTML::TreeBuilder ...found > HTML::FormatText ...found > Getopt::Long ...found > LWP::UserAgent ...found > MODPERL1 dependencies: > CGI ...found > Apache::Request ...found > Apache::DBI 0.92...found > CLI dependencies: > Getopt::Long 2.24...found > CORE dependencies: > Digest::MD5 2.27...found > DBI 1.37...found > Test::Inline ...found > Class::ReturnValue 0.40...found > DBIx::SearchBuilder 0.92...found > Text::Template ...found > File::Spec 0.8...found > HTML::Entities ...found > Net::Domain ...found > Log::Dispatch 2.0...found > Locale::Maketext 1.06...found > Locale::Maketext::Lexicon 0.25...found > Locale::Maketext::Fuzzy ...found > MIME::Entity 5.108...found > Mail::Mailer 1.57...found > Net::SMTP ...found > Text::Wrapper ...found > Time::ParseDate ...found > File::Temp ...found > Term::ReadKey ...found > Text::Autoformat ...found > Text::Quoted ...found > DEV dependencies: > Regexp::Common ...found > Time::HiRes ...found > Test::Inline ...found > WWW::Mechanize ...found > MYSQL dependencies: > DBD::mysql 2.1018...found > > > > > -<0>- > d. ryon wilhelm > iris financial engineering, llc > > UNIX 'IS' user friendly - it's just > selective about who its friends are... > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From drew.mooney at earthlink.net Thu Nov 20 08:43:00 2003 From: drew.mooney at earthlink.net (Drew M. Mooney) Date: Thu, 20 Nov 2003 07:43:00 -0600 Subject: [rt-users] Re: Couple of questions References: <00ad01c3aec8$3f2aaf00$c301a8c0@pcrobertg> Message-ID: <005101c3af6c$37456790$027ba8c0@EBONY> Does RT3 support a command line interface like RT2 had? If so, it should be pretty simple to whip up a cli script to get this done.... -drew- ----- Original Message ----- From: "seph" To: "Robert Gorman" Cc: Sent: Wednesday, November 19, 2003 11:46 PM Subject: [rt-users] Re: Couple of questions > > Say one has many many users and multiple groups, Perhaps over 100 > > users and 5-10 groups. IS there a quick and easy way to change all > > of the INDIVIDUAL user rights to the same settings? SAy I wanted all > > to have the "modify self" and the "Show Ticket"right. > > Grant them to Everyone? > > Otherwise, write some perl code. > > seph > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From erik-spigle at mihlfeld.com Thu Nov 20 09:00:23 2003 From: erik-spigle at mihlfeld.com (Erik Spigle) Date: Thu, 20 Nov 2003 08:00:23 -0600 Subject: [rt-users] SelfService Custom Fields Message-ID: <13A9DD1B2B89B741B0C3EFDA58131F87047E31@utah.mihlfeld.com> Hi We're fairly close to being set on making RT and RTFM our help-desk / knowledge base solution for IT related issues. There is one possibly trivial but very important (at least for what we're doing) detail that may hold us back, though. We want to use RT as our epicenter of tech help with our company (<100 people). We want to have the users to use the SelfService area of RT to file their own tickets and track them, etc. It would GREATLY benefit our needs and efficiency to allow Custom Fields for Queues to be implemented for the SelfService area much in the same way it is for the Privileged area. This way a user can first select the Queue, then depending on the Queue the Create Ticket page is displaced with the relevant Custom Fields. We would run a couple Queues which would thus require some funcionality similar to the privileged area so only the Custom Fields relevant to the Queue are being used. Now, I did do some list searching and I see that this is obviously not part of the package right now and that it is 'being looked into possibly.' I think this was back in September from a mail archive. What is the update on this? I would like to know if and how soon something like this will make it's way to the SelfService area. If it will not, we may look further to see if some other package allows more flexibility in this realm. Other than this minor shortcoming, RT seems to be a very solid product. Hopefully we will find ourselves using it soon. Thanks Erik Spigle Desktop Support Technician From blabj at dainty.ca Thu Nov 20 09:03:37 2003 From: blabj at dainty.ca (BJ Blanchard) Date: 20 Nov 2003 09:03:37 -0500 Subject: [rt-users] (no subject) In-Reply-To: <20031119224554.90992.qmail@web41401.mail.yahoo.com> References: <20031119224554.90992.qmail@web41401.mail.yahoo.com> Message-ID: <1069337016.130.351.camel@daintywn.dainty.ca> You don't go to "localhost/rt3", you just go to "localhost" or "localhost.localdomain.com" or "192.168.148.30". > When I go to the address localaddress/rt3 I receive a > 404 error. From blabj at dainty.ca Thu Nov 20 09:07:37 2003 From: blabj at dainty.ca (BJ Blanchard) Date: 20 Nov 2003 09:07:37 -0500 Subject: [rt-users] Performance (speed) of RT3 In-Reply-To: References: <00ad01c3aec8$3f2aaf00$c301a8c0@pcrobertg> <1069148282.14312.21.camel@localhost.localdomain> <200311191649.11920.webmaster@rochester.rr.com> Message-ID: <1069337256.130.355.camel@daintywn.dainty.ca> > An > apache+mod_perl process can easily take up 10-15MB a pop > I'm running two instances of RT3 (and therefore apache), and the apache processes start at only 10-15MB but grow over time to about 125-150MB. Solution was simple - cron job to restart apache daily, keeps the size down. BJ. From cubic at acronis.ru Thu Nov 20 09:13:12 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 20 Nov 2003 17:13:12 +0300 Subject: [rt-users] Performance (speed) of RT3 In-Reply-To: <1069337256.130.355.camel@daintywn.dainty.ca> References: <00ad01c3aec8$3f2aaf00$c301a8c0@pcrobertg> <1069148282.14312.21.camel@localhost.localdomain> <200311191649.11920.webmaster@rochester.rr.com> <1069337256.130.355.camel@daintywn.dainty.ca> Message-ID: <3FBCCBF8.6020505@acronis.ru> BJ Blanchard wrote: >>An >>apache+mod_perl process can easily take up 10-15MB a pop >> > > > I'm running two instances of RT3 (and therefore apache), and the apache > processes start at only 10-15MB but grow over time to about 125-150MB. > > Solution was simple - cron job to restart apache daily, keeps the size > down. What about MaxRequestsPerChild Apache config option? Also turn off KeepAlive. This also slowdown for RT if understand docs right about this option. > > BJ. > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 ronny.pettersen at telenor.com Thu Nov 20 10:17:08 2003 From: ronny.pettersen at telenor.com (ronny.pettersen at telenor.com) Date: Thu, 20 Nov 2003 16:17:08 +0100 Subject: [rt-users] RE: critical bug with german letter' (Intern) Message-ID: I've written a test using WWW::Mechanize that generates the same ticket with the wrong encoding. (Ticket subject is fine - correct encoding, content is not). I used the lib/t/03web.pl to write something that just creates this ticket, haven't done anything to check if it went fine or not. Maybe a start for a more proper testscript... Regards, Ronny Pettersen -- #!/usr/bin/perl use strict; use WWW::Mechanize; use HTTP::Request::Common; use HTTP::Cookies; use LWP; use Test::More qw(no_plan); use lib "/usr/local/rt3/lib"; use RT; ok(RT::LoadConfig); my $cookie_jar = HTTP::Cookies->new; my $agent = WWW::Mechanize->new(); # give the agent a place to stash the cookies $agent->cookie_jar($cookie_jar); # get the top page my $url = "http://localhost".$RT::WebPath."/"; $agent->get($url); is ($agent->{'status'}, 200, "Loaded a page"); # follow the link marked "Login" ok($agent->{form}->find_input('user')); ok($agent->{form}->find_input('pass')); ok ($agent->{'content'} =~ /username:/i); $agent->field( 'user' => 'root' ); $agent->field( 'pass' => 'password' ); # the field isn't named, so we have to click link 0 $agent->click(0); is($agent->{'status'}, 200, "Fetched the page ok"); $agent->get($url."Ticket/Create.html?Queue=1"); is ($agent->{'status'}, 200, "Loaded Create.html"); $agent->form(3); $agent->field('Subject' => Encode::encode_utf8("Testing ???")); $agent->field('Content' => Encode::encode_utf8("Content ???")); ok($agent->submit(), "Created new ticket with ???"); # }}} 1; From robertg at linearcorp.com Thu Nov 20 10:25:57 2003 From: robertg at linearcorp.com (Robert Gorman) Date: Thu, 20 Nov 2003 07:25:57 -0800 Subject: [rt-users] Re: Couple of questions References: <00ad01c3aec8$3f2aaf00$c301a8c0@pcrobertg> Message-ID: <000c01c3af7a$995e2260$c301a8c0@pcrobertg> yeah. I was wondering if there was a way to grant prvelages to everyone without bringing up each user and selecting the rights. Like something where I can say, in a few clicks, give all users, rights xxxxx. ----- Original Message ----- From: "seph" To: "Robert Gorman" Cc: Sent: Wednesday, November 19, 2003 9:46 PM Subject: Re: Couple of questions > > Say one has many many users and multiple groups, Perhaps over 100 > > users and 5-10 groups. IS there a quick and easy way to change all > > of the INDIVIDUAL user rights to the same settings? SAy I wanted all > > to have the "modify self" and the "Show Ticket"right. > > Grant them to Everyone? > > Otherwise, write some perl code. > > seph > From ges at lumeta.com Thu Nov 20 10:25:39 2003 From: ges at lumeta.com (Glenn E. Sieb) Date: Thu, 20 Nov 2003 10:25:39 -0500 Subject: [rt-users] RT3 error...? Message-ID: <20031120152556.587B7A8AA2@lucy.corp.lumeta.com> Nov 20 10:22:56 caduceus RT: DBD::Pg::st execute failed: ERROR: Cannot insert a duplicate key into unique index tickets_pkey at /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. (/sw/rt/lib/RT.pm:247) Nov 20 10:22:56 caduceus RT: RT::Handle=HASH(0x92eba7c) couldn't execute the query 'INSERT INTO Tickets (Subject, Status, Queue, Creator, Owner, LastUpdatedBy, Type, Started, Starts, Resolved, Created, Priority, Due, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. (/sw/rt/lib/RT.pm:247) Nov 20 10:22:56 caduceus RT: Couldn't create a ticket (/sw/rt/lib/RT/Ticket_Overlay.pm:518) Nov 20 10:22:56 caduceus RT: WebRT: Ticket could not be created due to an internal error () (/sw/rt/share/html/Elements/Error:54) Um.. Err.. Help? Thanks, guys.. Glenn. -- Glenn E. Sieb System Administrator Lumeta Corporation +1 732 357-3514 (V) +1 732 564-0731 (Fax) From jim.rowan at starcore-dsp.com Thu Nov 20 10:29:55 2003 From: jim.rowan at starcore-dsp.com (Jim Rowan) Date: Thu, 20 Nov 2003 09:29:55 -0600 Subject: [rt-users] Re: Couple of questions Message-ID: > -----Original Message----- > From: seph [mailto:seph at directionless.org] > > > Say one has many many users and multiple groups, Perhaps over 100 > > users and 5-10 groups. IS there a quick and easy way to > change all of > > the INDIVIDUAL user rights to the same settings? SAy I > wanted all to > > have the "modify self" and the "Show Ticket"right. > > Grant them to Everyone? Or, if you don't want Everyone, you might want to grant them to the Privileged group. From Michael.Frazer at InterCept.Net Thu Nov 20 10:39:11 2003 From: Michael.Frazer at InterCept.Net (Mike Frazer) Date: Thu, 20 Nov 2003 10:39:11 -0500 Subject: [rt-users] RE: Database connect failure Message-ID: Using a test script I get the following error, even with root: DBI connect('database=test;host=localhost','root',...) failed: Access denied for user: 'root at localhost' (Using password: YES) at testcnx.pl line 26 Here is the code: ##### Include the necessary libraries use DBI; use DBD::mysql; ##### Set up DSN my $dsn = "DBI:mysql:database=$database;host=$hostname"; ##### Establish connection to database my $cnx = DBI->connect($dsn, $username, $password); (All connection-related variables *are* being set properly). Root has privileges to connect from localhost (duh), and I set the same permissions for rt_user. I tried upgrading DBD::mysql to the latest version and it fails all tests. So I tried updating DBI as well, and all goes fine with that. No errors. This all started when I attempted to upgrade from rt-3.0.2 to 3.0.6 so we could install and test RTFM. The RT upgrade went just fine, but all database connectivity is now broken for all of Perl. -----Original Message----- From: seph [mailto:seph at directionless.org] Sent: Tuesday, November 18, 2003 9:36 PM To: Mike Frazer Cc: rt-users at lists.fsck.com Subject: Re: Database connect failure > The database resides on the localhost, and the user and password are default > for RT. I've verified the permissions, and I can connect from the command > line with *all* users in the DB, including the RT user. > Does anyone ahve any idea what I'm missing? without seeing the actual error, it's hard to say. One persistant problem I've have with mysql, is whether or not it thinks I'm connecting as "user" "user at localhost" or "user at hostname". seph From jim.rowan at starcore-dsp.com Thu Nov 20 10:44:23 2003 From: jim.rowan at starcore-dsp.com (Jim Rowan) Date: Thu, 20 Nov 2003 09:44:23 -0600 Subject: [rt-users] Re: Couple of questions Message-ID: > yeah. I was wondering if there was a way to grant prvelages > to everyone without bringing up each user and selecting the > rights. Like something where I can say, in a few clicks, give > all users, rights xxxxx. You want to grant the rights to the Group "Everyone". As I said in my earlier note, there is also a global group "Privileged" that can be used to grant rights to the set of privileged users -- this might be closer to what you want than "Everyone". From Joseph_Micciche at Progressive.com Fri Nov 21 11:37:35 2003 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Fri, 21 Nov 2003 11:37:35 -0500 Subject: Subject: Re: [rt-users] Problems with attachments Message-ID: > I'm having some problems with attachments and Request Tracker 3.0.6 when one > sends an e-mail to the RT address with Lotus Notes and an attachment. Yes, i had all sorts of weird attachment problems with my users which use Notes to email back and forth with RT 3.0.5. However, in my case, the email body and headers arrived in good shape. The attachments were there too, but they were broken. You could neither open them from within the email (in an email client) nor by clicking on the LINK to the attachment in the RT Web-interface. -- Stefan Seiz Spamto: ********************** Stefan, so what did you to fix this problem? We have the exact same problem w/ Notes 5.x. Thanks. Joe Micciche From john at portagebay.com Thu Nov 20 12:09:46 2003 From: john at portagebay.com (John Newhoff) Date: Thu, 20 Nov 2003 09:09:46 -0800 Subject: [rt-users] Install help Message-ID: I looked through the list archives, but couldn't find anything specific to my installation problem. I've reached the point of installing dependencies and the the install process stops during install of the www::mechanize module with errors regarding an old version of LWP::UserAgent. In trying to install the libwww-perl module, it says I need a more recent version of html::parser. I then installed the most recent version of that module available from CPAN, and tried the libwww-perl install again, but get the same error that my installed version of html::parser is too old - though the version number that it reports as installed is not the new version that I installed. I'm a linux and perl newbie, any help is appreciated. Also, can someone point me towards the faq for this list, I haven't been able to track it down. Thanks, Johh -- --------------------------------------------------------------------------- Portage Bay Solutions, Inc. mailto:john at portagebay.com Database Programming and Training Services (206) 542-4656 http://www.portagebay.com From Travis_Niedens at redlands.edu Thu Nov 20 12:23:32 2003 From: Travis_Niedens at redlands.edu (Niedens, Travis) Date: Thu, 20 Nov 2003 09:23:32 -0800 Subject: [rt-users] Install errors Message-ID: <64EA5C0A699BB8478C80928B00A180C104574A@exch.redlands.edu> Working on installing rt 3.0.7 on a Redhat 9 with the following versions: Httpd - 2.0.40-21.5 Mysql - 4.0.16 Perl - 5.8.0-88-3 I am getting to the following message after going perl sbin/rt-test-dependancies \ --with-mysql -with modperl1 -install "Can't locate object method "new" via package "WWW::Mechanize" at t/referer.t line 23, line 1" Any ideas on how I can fix this? Thanks, Travis Niedens Network Manager University of Redlands Phone: (909) 748-6328 Fax: (909) 793-2029 VoIP Phone: (909) 799-4778 VoIP Extension: 4778 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jschubert at linearcorp.com Wed Nov 19 02:50:12 2003 From: jschubert at linearcorp.com (John Schubert) Date: 18 Nov 2003 23:50:12 -0800 Subject: [rt-users] Performance (speed) of RT3 In-Reply-To: <200311191649.11920.webmaster@rochester.rr.com> References: <00ad01c3aec8$3f2aaf00$c301a8c0@pcrobertg> <1069148282.14312.21.camel@localhost.localdomain> <200311191649.11920.webmaster@rochester.rr.com> Message-ID: <1069228213.1541.79.camel@localhost.localdomain> On Wed, 2003-11-19 at 13:49, Justin C. Sherrill wrote: > On Tuesday 18 November 2003 04:38, John Schubert wrote: > > > Mem: 125372K av, 121600K used, 3748K free, 0k shrd, 1476K buff > > Swap: 257000K av, 208860K used, 48140K free 280922K cached > > That's 97% of your real memory used up, and a lot of swap. Since rt3 is the > only thing running on the machine, that's probably the culprit. > > I had similar problems here until I set MaxRequestsPerChild from unlimited (0) > to 2500. (and then stopped/started Apache) Your machine may benefit from a > similar setting, depending on activity. I haven't yet upgraded to 3.0.7 to > see if that fixes it. free results in the following: Total Used Free Shared Buffers Cached Mem 125372 120604 4768 0 1180 18156 -/+ buffers/cache 101268 24104 Swap 257000 96344 160656 Rebooting seems to have brought back a lot of the swap space. I hadn't noticed it was gone. In reference to the other messages about needing more memory, if memory was the problem wouldn't it approach 0 (zero)?? Meaning, if memory shortage caused a decrease in performance shouldn't I see it drop to a significantly low value, say <1k?? I rebooted in "safe" mode and manually started apache, and I still had the same amounts of free memory (under Top). Also, there's only 3 people using this and the system is rebooted daily, would the max requests still be an issue with such low system usage? So, I'm still not sure what I should do next. I understand the idea of getting more free RAM, however I'd hate to throw money at more memory and find that I'm slow with 125Meg free memory space. What do you think? John From maxb at ukf.net Thu Nov 20 12:54:10 2003 From: maxb at ukf.net (Max Bowsher) Date: Thu, 20 Nov 2003 17:54:10 -0000 Subject: [rt-users] Install help References: Message-ID: <003e01c3af8f$7dec2d00$78d96f83@starfruit> John Newhoff wrote: > I looked through the list archives, but couldn't find anything > specific to my installation problem. > > I've reached the point of installing dependencies and the the install > process stops during install of the www::mechanize module with errors > regarding an old version of LWP::UserAgent. In trying to install the > libwww-perl module, it says I need a more recent version of > html::parser. I then installed the most recent version of that module > available from CPAN, and tried the libwww-perl install again, but get > the same error that my installed version of html::parser is too old - > though the version number that it reports as installed is not the new > version that I installed. This command: $ perl -MHTML::Parser -e 'print $INC{"HTML/Parser.pm"}."\n";' will show you the file from which perl is loading HTML::Parser. Perhaps the old version is before the new version in the Perl include path. Look at the last section of `perl -v` to see what the include path is. Max. From maxb at ukf.net Thu Nov 20 12:59:22 2003 From: maxb at ukf.net (Max Bowsher) Date: Thu, 20 Nov 2003 17:59:22 -0000 Subject: [rt-users] Install errors References: <64EA5C0A699BB8478C80928B00A180C104574A@exch.redlands.edu> Message-ID: <007a01c3af90$08b580d0$78d96f83@starfruit> Niedens, Travis wrote: >> Working on installing rt 3.0.7 on a Redhat 9 with the following >> versions: >> >> >> >> Httpd - 2.0.40-21.5 >> >> Mysql - 4.0.16 >> >> Perl - 5.8.0-88-3 >> >> >> >> I am getting to the following message after going perl >> sbin/rt-test-dependancies \ --with-mysql -with modperl1 -install If you are using httpd 2, you are using modperl 2. NOT modperl 1. >> "Can't locate object method "new" via package "WWW::Mechanize" at >> t/referer.t line 23, line 1" That probably means rt-test-dependancies attempted to install WWW:Mechanize, but it failed. Try installing that module through the CPAN shell, and pay close attention to error messages. Max. From jjasen at datafoundation.com Thu Nov 20 13:03:59 2003 From: jjasen at datafoundation.com (John Jasen) Date: Thu, 20 Nov 2003 13:03:59 -0500 (EST) Subject: [rt-users] Performance (speed) of RT3 In-Reply-To: <1069228213.1541.79.camel@localhost.localdomain> Message-ID: On 18 Nov 2003, John Schubert wrote: > So, I'm still not sure what I should do next. I understand the idea of > getting more free RAM, however I'd hate to throw money at more memory > and find that I'm slow with 125Meg free memory space. What do you > think? If this machine is only used for RT, and there are only 3 people using it, setting the max servers to something like 5 should be reasonable. You can also play with the MaxRequestsPerChild value until you get a comfortable balance between performance and memory usage from leakage (mine, on a 1GB system doing entirely too much else, is 500). If you're using mysql as your database, mysql 4 (I'm not sure about 3) is faster if you use innodb tables, and you can tune it for how much system resources it can gobble up. Hope that helps. Before tuning, my system was constantly running out of memory and RT was painfully slow. It now can keep 15-30MB free depending on other things, and RT is decently responsive. From jschubert at linearcorp.com Wed Nov 19 03:17:06 2003 From: jschubert at linearcorp.com (John Schubert) Date: 19 Nov 2003 00:17:06 -0800 Subject: [rt-users] Performance (speed) of RT3 In-Reply-To: References: Message-ID: <1069229827.1541.102.camel@localhost.localdomain> On Thu, 2003-11-20 at 10:03, John Jasen wrote: > If this machine is only used for RT, and there are only 3 people using it, > setting the max servers to something like 5 should be reasonable. You can > also play with the MaxRequestsPerChild value until you get a comfortable > balance between performance and memory usage from leakage (mine, on a 1GB > system doing entirely too much else, is 500). I should have provided more information. Currently 3 are beta testing, but ultimately 14 people will be logged in (creating tickets), with a dozen or so MORE users who may just view tickets. So should I tweak maxservers to around 50? > If you're using mysql as your database, mysql 4 (I'm not sure about 3) is > faster if you use innodb tables, and you can tune it for how much system > resources it can gobble up. At this risk of asking the obvious, is there a good source you know of for finding how to fine tune MySQL 4? Googling provides too vast of an array (some are too basic, some too vague). > Hope that helps. Before tuning, my system was constantly running out of > memory and RT was painfully slow. It now can keep 15-30MB free depending > on other things, and RT is decently responsive. It does help greatly. I really appreciate the responses I've gotten from the list. Unfortunately I have little experience tweaking, since previous experiences with *nix have been on Ultra10s with ample resources for everything I threw at it (apache, NIS+ slave, MySQL, & some others). I bought a Linux book, but it doesn't address fine tuning at all. Googling only had some vague references to RedHat.com with ambiguous information, such as use Top. Garbage in, garbage out, so I'm sure I'm to blame for not finding better information. So I thank everyone on here for their indulgences/patience. John From jim.rowan at starcore-dsp.com Thu Nov 20 13:40:13 2003 From: jim.rowan at starcore-dsp.com (Jim Rowan) Date: Thu, 20 Nov 2003 12:40:13 -0600 Subject: [rt-users] Performance (speed) of RT3 Message-ID: > So, I'm still not sure what I should do next. I understand > the idea of getting more free RAM, however I'd hate to throw > money at more memory and find that I'm slow with 125Meg free > memory space. What do you think? Take the advice and spend $40 on (at least) another 256M. 128 is not enough to run all the things you want to run and talk about performance simultaneously. That $40 won't necessarily get you automatic performance (it *is* likely to get you some) but it's pretty certain that you're not going to get *good* performance from 128. If it isn't worth $40, then you probably *can* get some improvement by careful tuning, even with 128. From jjasen at datafoundation.com Thu Nov 20 13:48:28 2003 From: jjasen at datafoundation.com (John Jasen) Date: Thu, 20 Nov 2003 13:48:28 -0500 (EST) Subject: [rt-users] Performance (speed) of RT3 In-Reply-To: <1069229827.1541.102.camel@localhost.localdomain> Message-ID: On 19 Nov 2003, John Schubert wrote: > On Thu, 2003-11-20 at 10:03, John Jasen wrote: > > If this machine is only used for RT, and there are only 3 people using it, > > setting the max servers to something like 5 should be reasonable. You can > > also play with the MaxRequestsPerChild value until you get a comfortable > > balance between performance and memory usage from leakage (mine, on a 1GB > > system doing entirely too much else, is 500). > I should have provided more information. Currently 3 are beta testing, > but ultimately 14 people will be logged in (creating tickets), with a > dozen or so MORE users who may just view tickets. So should I tweak > maxservers to around 50? users + viewers + only a few spare servers for if something goes wonky. You don't have enough ram to support 30 simultaneous users in the box, however. I think apache takes at leats 8 megs for each process ... > > If you're using mysql as your database, mysql 4 (I'm not sure about 3) is > > faster if you use innodb tables, and you can tune it for how much system > > resources it can gobble up. > At this risk of asking the obvious, is there a good source you know of > for finding how to fine tune MySQL 4? Googling provides too vast of an > array (some are too basic, some too vague). Try looking in Mysql 4 for my-$name.cnf, where $name is huge, large, medium and small, for a start. Read those, and you start getting a basic idea. > It does help greatly. I really appreciate the responses I've gotten > from the list. Unfortunately I have little experience tweaking, since > previous experiences with *nix have been on Ultra10s with ample > resources for everything I threw at it (apache, NIS+ slave, MySQL, & > some others). I bought a Linux book, but it doesn't address fine tuning > at all. Googling only had some vague references to RedHat.com with > ambiguous information, such as use Top. Garbage in, garbage out, so I'm > sure I'm to blame for not finding better information. So I thank > everyone on here for their indulgences/patience. performance tuning is an art, not necessarily a science, and involves a lot of knob twiddling, testing, twiddling and testing, twiddling and testing ... And then your requirements change. :( From dwilhelm at irisfinancial.com Thu Nov 20 18:14:24 2003 From: dwilhelm at irisfinancial.com (d. ryon wilhelm) Date: Thu, 20 Nov 2003 15:14:24 -0800 Subject: [rt-users] reference symbol not found error ( new installation ) Message-ID: <1069370064.3fbd4ad0d68fa@webmail.irisfinancial.com> actually, that is what i am trying to do... it breaks when running 'make initialize-database' command... mysql is definatly running... i can login to db and all look fine... ROOT at admin01:~# ps -efa | grep mysql root 8950 1 0 Nov 13 ? 0:00 /bin/sh ./bin/mysqld_safe --datadir=/usr/local/mysql/data --pid-file=/usr/local mysql 8966 8950 0 Nov 13 ? 0:09 /usr/local/mysql-max-4.0.16-sun-solaris2.8-sparc-64bit/bin/mysqld --defaults-ex root 3512 3509 0 15:10:34 pts/1 0:00 grep mysql -<0>- d. ryon wilhelm iris financial engineering, llc UNIX 'IS' user friendly - it's just selective about who its friends are... From jesse at bestpractical.com Thu Nov 20 18:25:35 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 20 Nov 2003 18:25:35 -0500 Subject: [rt-users] Re: critical bug with german letter' (Intern) In-Reply-To: References: Message-ID: <20031120232535.GP31337@fsck.com> On Thu, Nov 20, 2003 at 04:17:08PM +0100, ronny.pettersen at telenor.com wrote: > I've written a test using WWW::Mechanize that generates the same > ticket with the wrong encoding. (Ticket subject is fine - correct encoding, content is not). > I used the lib/t/03web.pl to write something that just creates this ticket, > haven't done anything to check if it went fine or not. > Maybe a start for a more proper testscript... And with this, I can replicate the problem you've described. RT is fairly convinced that the message the script is sending is in latin1 and so doing the "apropriate" conversions. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Thu Nov 20 18:38:15 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 20 Nov 2003 18:38:15 -0500 Subject: [rt-users] Re: critical bug with german letter' (Intern) In-Reply-To: References: Message-ID: <20031120233815.GQ31337@fsck.com> On Thu, Nov 20, 2003 at 04:17:08PM +0100, ronny.pettersen at telenor.com wrote: > I've written a test using WWW::Mechanize that generates the same > ticket with the wrong encoding. (Ticket subject is fine - correct encoding, content is not). > I used the lib/t/03web.pl to write something that just creates this ticket, > haven't done anything to check if it went fine or not. > Maybe a start for a more proper testscript... And I have a fix. But I want to test it a bit more and I'm about to be late for dinner. It should get committed later tonight > > Regards, > Ronny Pettersen -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From rjwsys at uniserve.com Thu Nov 20 20:01:43 2003 From: rjwsys at uniserve.com (Robert Westendorp) Date: Thu, 20 Nov 2003 17:01:43 -0800 Subject: [rt-users] RT Stats Message-ID: <05b901c3afcb$079ff050$d3a1f4cc@rob> Hi we're running RT2 and was wondering if there was a script the likes that could give stats on users/tickets. Ie. How many ticket a user has resolved,created,killed, etc on a daily or date range basis. Does anyone know if anything like this currently exists? Thanks. --------------------------------------------------------------- Robert Westendorp --------------------------------------------------------------- From myqu at hotmail.com Thu Nov 20 21:00:39 2003 From: myqu at hotmail.com (Ada Hui) Date: Fri, 21 Nov 2003 02:00:39 +0000 Subject: [rt-users] Problem with Mailgate from Newbie Message-ID: Dear All, I installed RT3.0.5 and now everything seems ok except that my mailgate doesn't work properly. I can create ticket from RT web interface, but no mail can get into RT. I have tested the mailgate by running it in command line, it runs prefectly with ticket created. So my aliases seems right. What's wrong with my RT or my mailgate? i'm using sendmail. I see the ticket just store in the mail box but not delivered to RT, and i got no error message. Can anyone help me with this? My question may be silly but i have already sucked here for many days. And i have tried to search the list but can't find the exact answer. Thanks in advance. Best Regards, Ada Hui _________________________________________________________________ Linguaphone : Learning English? Get Japanese lessons for FREE http://go.msnserver.com/HK/30476.asp From jesse at bestpractical.com Fri Nov 21 00:33:04 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 21 Nov 2003 00:33:04 -0500 Subject: [rt-users] Re: critical bug with german letter' (Intern) In-Reply-To: <20031120233815.GQ31337@fsck.com> References: <20031120233815.GQ31337@fsck.com> Message-ID: <20031121053304.GR31337@fsck.com> The following patch should fix this issue. I'd love to hear if it fixes things for those of you seeing this isse pallas:% diff /tmp/rt-3-0-7/lib/RT/Interface/Web.pm Web.pm 510a511 > Charset => 'utf8', -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at snapgear.com Fri Nov 21 01:03:14 2003 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 21 Nov 2003 16:03:14 +1000 Subject: [rt-users] Problem with Mailgate from Newbie In-Reply-To: References: Message-ID: <20031121060314.GD10830@moreton.com.au> Ada Hui wrote: > What's wrong with my RT or my mailgate? i'm using sendmail. I see the > ticket just store in the mail box but not delivered to RT, and i got no > error message. Can anyone help me with this? My question may be silly but What mailbox? What's your aliases entry look like? Have you run newaliases? -- 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 hwahing.ling at nasioncom.com.my Fri Nov 21 02:20:32 2003 From: hwahing.ling at nasioncom.com.my (Ling Hwa Hing) Date: Fri, 21 Nov 2003 15:20:32 +0800 Subject: [rt-users] problem with mail-gate and postfix. In-Reply-To: <20031121060314.GD10830@moreton.com.au> References: Message-ID: <5.1.1.6.0.20031121145214.01d44e90@192.168.1.229> Hi Everyone, I using RT 3.0.6 on perl 5.8.0, apache 1.27 and postfix. i configured as what has been told in INSTALL file. while i try to reply a message to RT, the postfix cant recognize the rt as a virtual user. Below is the error message from the postfix. Nov 21 13:52:24 rt postfix/local[3616]: 42305C00C: to=, relay=local, delay=179397, status=deferred (SOFT BOUNCE - unknown user: "rt") my configuration for virtual and alias rt-comment rt-comment rtir rtir rt rt rt: "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http:rt.mycompany.com/" rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action comment --url http://rt.mycompany.com/" rtir: "|/opt/rt3/bin/rt-mailgate --queue 'Incident Reports' --action correspond --url http://rt.mycompany.com/" any idea why ? Please help, thanks. Regards, hwahing From mixo at coza.net.za Fri Nov 21 02:57:26 2003 From: mixo at coza.net.za (mixo) Date: Fri, 21 Nov 2003 09:57:26 +0200 Subject: [rt-users] RT Stats In-Reply-To: <05b901c3afcb$079ff050$d3a1f4cc@rob> References: <05b901c3afcb$079ff050$d3a1f4cc@rob> Message-ID: <3FBDC566.1080904@coza.net.za> Try http://pgrtreport.sourceforge.net/ It is a work in progess, but may be what you are looking for. Robert Westendorp wrote: >Hi we're running RT2 and was wondering if there was a script the likes that >could give stats on users/tickets. > >Ie. How many ticket a user has resolved,created,killed, etc on a daily or >date range basis. > >Does anyone know if anything like this currently exists? > >Thanks. > >--------------------------------------------------------------- >Robert Westendorp >--------------------------------------------------------------- > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.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 hanno.mueller at epublica.de Fri Nov 21 03:33:17 2003 From: hanno.mueller at epublica.de (Hanno Mueller) Date: Fri, 21 Nov 2003 09:33:17 +0100 Subject: =?ISO-8859-1?Q?Re=3A_=5Brt-users=5D_critical_bug_with_?= =?ISO-8859-1?Q?german_letter_=27=DF=27?= In-Reply-To: <20031121053304.GR31337@fsck.com> References: <20031120233815.GQ31337@fsck.com> <20031121053304.GR31337@fsck.com> Message-ID: <3FBDCDCD.8080302@epublica.de> Jesse Vincent schrieb: > The following patch should fix this issue. I'd love to hear if it fixes > things for those of you seeing this isse > > > pallas:% diff /tmp/rt-3-0-7/lib/RT/Interface/Web.pm Web.pm > 510a511 > >> Charset => 'utf8', Thanks! Apparently this fixes the bug for German Umlauts - replying and commenting on both incoming mail and web-user generated tickets are handled correctly. I will test it with a few more charsets today. My RT now has some odd behaviour with web-user generated tickets, but that could be a local configuration issue. I will get back to you with that. Greetings, Hanno From anfa at edu.nykoping.se Fri Nov 21 03:47:12 2003 From: anfa at edu.nykoping.se (Andreas Falk) Date: Fri, 21 Nov 2003 09:47:12 +0100 Subject: [rt-users] Re: critical bug with german letter' (Intern) In-Reply-To: <20031121053304.GR31337@fsck.com> Message-ID: <000001c3b00c$0e93a8c0$c601040a@edu.nykoping.ad> Tnx Jesse. I've been struggeling with this since the start of 3.0x But now it seems to work.. --- Specs: rh9 (beq deb does not like the broadcom nic on our hp dl360g3) perl-5.8.0-88.3 httpd-2.0.40-21.5 mod_fastcgi-2.4.0 MySQL-4.0.16-0 [root at rt src]# locale LANG=C LC_CTYPE="C" LC_NUMERIC="C" LC_TIME="C" LC_COLLATE="C" LC_MONETARY="C" LC_MESSAGES="C" LC_PAPER="C" LC_NAME="C" LC_ADDRESS="C" LC_TELEPHONE="C" LC_MEASUREMENT="C" LC_IDENTIFICATION="C" LC_ALL= ---- Btw.. we are working on a translation to swedish, but it is a long road ahead.. A lovely scrot. http://www.edu.nykoping.se/buit/rt3/works.png // falk // buit -----Ursprungligt meddelande----- Fr?n: rt-users-bounces at lists.fsck.com [mailto:rt-users-bounces at lists.fsck.com] F?r Jesse Vincent Skickat: den 21 november 2003 06:33 Till: ronny.pettersen at telenor.com Kopia: rt-users at lists.fsck.com ?mne: Re: [rt-users] Re: critical bug with german letter' (Intern) The following patch should fix this issue. I'd love to hear if it fixes things for those of you seeing this isse pallas:% diff /tmp/rt-3-0-7/lib/RT/Interface/Web.pm Web.pm 510a511 > Charset => 'utf8', -- 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 james at clue.bz Fri Nov 21 05:03:53 2003 From: james at clue.bz (James Ainslie) Date: Fri, 21 Nov 2003 12:03:53 +0200 Subject: [rt-users] RT Stats In-Reply-To: <3FBDC566.1080904@coza.net.za> References: <05b901c3afcb$079ff050$d3a1f4cc@rob> <3FBDC566.1080904@coza.net.za> Message-ID: <20031121100353.GB21451@gambling.com> Hmmm, RT is written in Perl. Dont suppose you know of somebody doing work in its native language do you ? Not so keen on adding the python requirement. James -- James Ainslie ::Clue:: From hanno.mueller at epublica.de Fri Nov 21 05:43:09 2003 From: hanno.mueller at epublica.de (Hanno Mueller) Date: Fri, 21 Nov 2003 11:43:09 +0100 Subject: =?ISO-8859-1?Q?Re=3A_=5Brt-users=5D_critical_bug_with_?= =?ISO-8859-1?Q?german_letter_=27=DF=27?= In-Reply-To: <3FBDCDCD.8080302@epublica.de> References: <20031120233815.GQ31337@fsck.com> <20031121053304.GR31337@fsck.com> <3FBDCDCD.8080302@epublica.de> Message-ID: <3FBDEC3D.90607@epublica.de> Hanno Mueller wrote: > Thanks! Apparently this fixes the bug for German Umlauts - replying and > commenting on both incoming mail and web-user generated tickets are > handled correctly. I will test it with a few more charsets today. > > My RT now has some odd behaviour with web-user generated tickets, but > that could be a local configuration issue. I will get back to you with > that. Entwarnung. It appears that the bug is completely fixed on my RT installation with RT 3.0.7_01, Apache 1.3.26 (with Debian backports), Mysql 3.23.49 (with Debian backports) . Thanks again. I will deploy RT for an international audience now. Let's see how it copes with Chinese etc. Greetings, Hanno From okrouhly at civ.zcu.cz Fri Nov 21 06:08:33 2003 From: okrouhly at civ.zcu.cz (Jan Okrouhly) Date: Fri, 21 Nov 2003 12:08:33 +0100 (CET) Subject: [rt-users] RT2 bug in ticket merge In-Reply-To: <3FBDEC3D.90607@epublica.de> Message-ID: I've realized that when you merge more tickets into one then in the transaction history is recorded only the first merge. It is due database inconsistence of the Links table caused by loosing old Id's of merged tickets. Simple ungly patch is: diff Link.pm /opt/rt2/lib/RT/Link.pm 356d355 < return($RT::TicketBaseURI.$id); P.S. In RT3 works this all near fine. Jan Okrouhly ---------------------------------------\-\-\+\-\-\---okrouhly at civ.zcu.cz--- Laboratory for Computer Science | phone: +420 377 632 837 University of West Bohemia | location: Univerzitni 22 Americka 42, 306 14 Pilsen, Czech Republic | room: UI402 ------------------------------------------73!-de-OK1INC at OK0PPL.#BOH.CZE.EU- From rehan at nha.co.za Fri Nov 21 09:11:10 2003 From: rehan at nha.co.za (Rehan van der Merwe) Date: 21 Nov 2003 16:11:10 +0200 Subject: [rt-users] rt2-to-rt3: only users created Message-ID: <1069423869.27730.343.camel@rehan.nha.co.za> Hi, When using rt2-to-rt3 all the users are created, but everything else is broken. I am using rt3.0.6 and I have tried rt2-to-rt3 1.20 and 1.17 and they both give the same error. When I go to a ticket, I get a "Ticket could not be loaded" error. The Users data seems fine, and so does the Attachments and Transactions data. However, there is nothing in the Tickets table and the Groups data does not seem right. Anyone got ideas? If necessary I can provide you with extracts of the data I have or the mysql log when importing Regards, Rehan From jschubert at linearcorp.com Thu Nov 20 00:35:42 2003 From: jschubert at linearcorp.com (John Schubert) Date: 19 Nov 2003 21:35:42 -0800 Subject: [rt-users] Performance (speed) of RT3 In-Reply-To: <4.2.0.58.20031120132852.024a5ae0@d.imap.itd.umich.edu> References: <4.2.0.58.20031120132852.024a5ae0@d.imap.itd.umich.edu> Message-ID: <1069306542.1542.1395.camel@localhost.localdomain> On Thu, 2003-11-20 at 10:33, Dan L. Ostrom courageously wrote: > John, > Sorry to chime in late here, but I found this on Google: > > http://linuxperf.nl.linux.org/general/kerneltuning.html > > > You are right, it can be a real *trip* feeding the right > parameters into a search engine to get what "you want". > > I used: linux kernel tuning > *blush* yes, I guess that's a hard one to have figured on using in Google (grammer police are probably wincing). Thanks! That site has a ton of good info and most importantly links to other good sites to compare/learn/etc. I will take everyone's advice and buy more memory. It's cheap enough that I'll probably figure out how much this can handle ( www.tomshardware.com or www.anandtech.com ) and max it. This may be a dumb question, but since swap is usually larger than memory should I try to tweak my file partitions to adjust the swap to a larger slice? I've never tried, but I know re-adjusting file partitions can get tricky and is inherently dangerous. I'll probably not do it, but thought I'd ask. John From hwagener at hamburg.fcb.com Fri Nov 21 10:52:42 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 21 Nov 2003 16:52:42 +0100 Subject: [rt-users] RT Stats In-Reply-To: <05b901c3afcb$079ff050$d3a1f4cc@rob> References: <05b901c3afcb$079ff050$d3a1f4cc@rob> Message-ID: Am 21.11.2003 um 02:01 schrieb Robert Westendorp: > Hi we're running RT2 and was wondering if there was a script the likes > that > could give stats on users/tickets. > > Ie. How many ticket a user has resolved,created,killed, etc on a daily > or > date range basis. > > Does anyone know if anything like this currently exists? > There has been a discussion about all the available statistics options within the last three months. Please see the archives for details. Regards, Harald From cubic at acronis.ru Fri Nov 21 11:13:44 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 21 Nov 2003 19:13:44 +0300 Subject: [rt-users] Performance (speed) of RT3 In-Reply-To: <1069306542.1542.1395.camel@localhost.localdomain> References: <4.2.0.58.20031120132852.024a5ae0@d.imap.itd.umich.edu> <1069306542.1542.1395.camel@localhost.localdomain> Message-ID: <3FBE39B8.1040201@acronis.ru> John Schubert wrote: > On Thu, 2003-11-20 at 10:33, Dan L. Ostrom courageously wrote: > >>John, >> Sorry to chime in late here, but I found this on Google: >> >>http://linuxperf.nl.linux.org/general/kerneltuning.html >> >> >> You are right, it can be a real *trip* feeding the right >>parameters into a search engine to get what "you want". >> >> I used: linux kernel tuning >> > > > *blush* yes, I guess that's a hard one to have figured on using in > Google (grammer police are probably wincing). Thanks! That site has a > ton of good info and most importantly links to other good sites to > compare/learn/etc. > > I will take everyone's advice and buy more memory. It's cheap enough > that I'll probably figure out how much this can handle ( > www.tomshardware.com or www.anandtech.com ) and max it. This may be a > dumb question, but since swap is usually larger than memory should I try > to tweak my file partitions to adjust the swap to a larger slice? I've > never tried, but I know re-adjusting file partitions can get tricky and > is inherently dangerous. I'll probably not do it, but thought I'd ask. > > John > Swap only helps if you have rare touchable tasks which also has huge memory usage. Apache - creates child process to serve new requests when no free childs available. Mysql do such things also. Each request to RT touch one httpd process and hold this process for full request time and also do several sequent requests to mysql from 1 up to "infinity". So you have to try to limit spawning of new processes and fit in your max avail memory. 1) You can limit Mason memory cache. 2) Turn of keep alive in Apache. 3) Max request per child in Apache(to prevent apache growning due memory leaks). 4) Update Params::Validate to latest(leaked memory) 5) Use tiny.conf from mysql example confs, but try to enable query cache. Best regards. Ruslan. From nessusred at yahoo.com Fri Nov 21 11:14:15 2003 From: nessusred at yahoo.com (Matthew Kasa) Date: Fri, 21 Nov 2003 08:14:15 -0800 (PST) Subject: [rt-users] RT's capabilities Message-ID: <20031121161415.48930.qmail@web41409.mail.yahoo.com> Is RT capable of having a web interface where users can submit tickets instead of by email? Is this a native feature or an add-on? --------------------------------- Do you Yahoo!? Free Pop-Up Blocker - Get it now -------------- next part -------------- An HTML attachment was scrubbed... URL: From josh at saratoga.lib.ny.us Fri Nov 21 12:10:46 2003 From: josh at saratoga.lib.ny.us (josh) Date: Fri, 21 Nov 2003 12:10:46 -0500 Subject: [rt-users] only the database is left want to update from 2 to 3 Message-ID: <20031121171046.GA4419@saratoga.lib.ny.us> I had a recent crash in the middle of a server update. The rt2 mysql database exists. Since I am planning to upgrade anyhow, I figure I might as well simply import the old database (actually I only care about one queue) into rt3 and not bother to reconstruct the rest. Is that a mistake? How would I do it? I thought I could just run the rt2 to rt3 conversion tool, but it expects more than just the MySQL databaes to exist. -- Josh Kuperman josh at saratoga.lib.ny.us From jesse at bestpractical.com Fri Nov 21 12:34:25 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 21 Nov 2003 12:34:25 -0500 Subject: [rt-users] RT2 bug in ticket merge In-Reply-To: References: <3FBDEC3D.90607@epublica.de> Message-ID: <20031121173425.GT31337@fsck.com> On Fri, Nov 21, 2003 at 12:08:33PM +0100, Jan Okrouhly wrote: > I've realized that when you merge more tickets into one then > in the transaction history is recorded only the first merge. > It is due database inconsistence of the Links table caused > by loosing old Id's of merged tickets. Simple ungly patch is: I'd be happy to apply this patch to the RT2 cvs, but with a bit more source code context, so I know it's actually going in the right place (as the line numbers may be off a bit). > diff Link.pm /opt/rt2/lib/RT/Link.pm > 356d355 > < return($RT::TicketBaseURI.$id); > > > P.S. In RT3 works this all near fine. > > Jan Okrouhly > ---------------------------------------\-\-\+\-\-\---okrouhly at civ.zcu.cz--- > Laboratory for Computer Science | phone: +420 377 632 837 > University of West Bohemia | location: Univerzitni 22 > Americka 42, 306 14 Pilsen, Czech Republic | room: UI402 > ------------------------------------------73!-de-OK1INC at OK0PPL.#BOH.CZE.EU- > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 Nov 21 12:36:42 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 21 Nov 2003 12:36:42 -0500 Subject: [rt-users] Re: error when adding a watcher In-Reply-To: <20031121173156.GA17494@fairuz.nic.Fr> References: <20031121173156.GA17494@fairuz.nic.Fr> Message-ID: <20031121173642.GU31337@fsck.com> What's the output of: SELECT * FROM Groups WHERE lower(Domain) 'rt::queue-role' AND Instance = '4' AND lower(Type) = 'cc' -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From rbellamy at pteradigm.com Fri Nov 21 12:46:53 2003 From: rbellamy at pteradigm.com (G. Richard Bellamy) Date: Fri, 21 Nov 2003 09:46:53 -0800 Subject: [rt-users] RT's capabilities Message-ID: <0FC82FC6709BE34CB9118EE0E252FD23037BF69D@ehost007.intermedia.net> It's native in 3.x. You just give users a password, and grant them access (the default) to RT, and when they log in they get the "Self Service" interface. From Malek.Shabou at nic.fr Fri Nov 21 13:01:45 2003 From: Malek.Shabou at nic.fr (Malek Shabou) Date: Fri, 21 Nov 2003 19:01:45 +0100 Subject: [rt-users] Re: error when adding a watcher In-Reply-To: <20031121173642.GU31337@fsck.com> References: <20031121173156.GA17494@fairuz.nic.Fr> <20031121173642.GU31337@fsck.com> Message-ID: <20031121180145.GA22743@fairuz.nic.Fr> Hi, i think that you have forget a '=' (lower(Domain) = ...). here the re result: rt3db=> SELECT * FROM Groups WHERE lower(Domain) = 'rt::queue-role' AND Instance = '4' AND lower(Type) = 'cc'; id | name | description | domain | type | instance ----+------+-------------+--------+------+---------- (0 lignes) rt3db=> Malek, le 21 Nov, Jesse Vincent a ?crit : > What's the output of: > > SELECT * FROM Groups WHERE lower(Domain) 'rt::queue-role' AND Instance = '4' AND lower(Type) = 'cc' > > > -- > 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 -- 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 jesse at bestpractical.com Fri Nov 21 13:04:51 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 21 Nov 2003 13:04:51 -0500 Subject: [rt-users] Re: error when adding a watcher In-Reply-To: <20031121180145.GA22743@fairuz.nic.Fr> References: <20031121173156.GA17494@fairuz.nic.Fr> <20031121173642.GU31337@fsck.com> <20031121180145.GA22743@fairuz.nic.Fr> Message-ID: <20031121180451.GY31337@fsck.com> On Fri, Nov 21, 2003 at 07:01:45PM +0100, Malek Shabou wrote: > Hi, > i think that you have forget a '=' (lower(Domain) = ...). Right. I cut and pasted from your logs. It was split across a line. Sorry about that. > here the re result: > > rt3db=> SELECT * FROM Groups WHERE lower(Domain) = 'rt::queue-role' AND Instance = '4' AND lower(Type) = 'cc'; > id | name | description | domain | type | instance > ----+------+-------------+--------+------+---------- > (0 lignes) That's bad. how about all of the groups which have an instance of '4'? > rt3db=> > > > Malek, > > le 21 Nov, Jesse Vincent a ?crit : > > What's the output of: > > > > SELECT * FROM Groups WHERE lower(Domain) 'rt::queue-role' AND Instance = '4' AND lower(Type) = 'cc' > > > > > > -- > > 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 > > -- > 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 ### > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 cubic at acronis.ru Fri Nov 21 13:10:48 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 21 Nov 2003 21:10:48 +0300 Subject: [rt-users] only the database is left want to update from 2 to 3 In-Reply-To: <20031121171046.GA4419@saratoga.lib.ny.us> References: <20031121171046.GA4419@saratoga.lib.ny.us> Message-ID: <3FBE5528.8060001@acronis.ru> josh wrote: > I had a recent crash in the middle of a server update. The rt2 mysql > database exists. Since I am planning to upgrade anyhow, I figure I > might as well simply import the old database (actually I only care > about one queue) into rt3 and not bother to reconstruct the rest. > > Is that a mistake? How would I do it? I thought I could just run the > rt2 to rt3 conversion tool, but it expects more than just the MySQL > databaes to exist. > Hello. You have to install RT3. Import tool uses its API. Good luck. From ac7529 at sbc.com Fri Nov 21 13:12:19 2003 From: ac7529 at sbc.com (CULPEPPER, ALLEN (SBIS)) Date: Fri, 21 Nov 2003 12:12:19 -0600 Subject: [rt-users] rt3 - DBD::mysql::st execute failed: Table 'rt3.session' doesn't exist Message-ID: <6CE0DC2F2ED2B94F80357B939C567401140627B1@sbis0.sbcis.sbc.com> Hello all, I go the below error after installing rt-3.0.7.01 from the webpage. I saw no problems with the install except having to go through and manually having to install alot of perl modules that for some reason the dependency script wouldnt install. Has anyone seen this error? There is a table called "sessions" in mysql but no "session". I pasted the DBI.pm module below also. If anyone could help with this it would be much appreciated, I am getting frustrated. Thanks, Allen sub insert { my $self = shift; my $session = shift; $self->connection($session); local $self->{dbh}->{RaiseError} = 1; if (!defined $self->{insert_sth}) { $self->{insert_sth} = # $self->{dbh}->prepare_cached(qq{ # INSERT INTO sessions (id, a_session) VALUES (?,?)}); $self->{dbh}->prepare_cached(qq{ INSERT INTO session (sess_id,sess_var,sess_expire) VALUES (?,?,current_timestamp(0))}); } $self->{insert_sth}->bind_param(1, $session->{data}->{_session_id}); $self->{insert_sth}->bind_param(2, $session->{serialized}); $self->{insert_sth}->execute; $self->{insert_sth}->finish; } $self->connection($session); local $self->{dbh}->{RaiseError} = 1; if (!defined $self->{insert_sth}) { $self->{insert_sth} = # $self->{dbh}->prepare_cached(qq{ # INSERT INTO sessions (id, a_session) VALUES (?,?)}); $self->{dbh}->prepare_cached(qq{ INSERT INTO session (sess_id,sess_var,sess_expire) VALUES (?,?,current_timestamp(0))}); } $self->{insert_sth}->bind_param(1, $session->{data}->{_session_id}); $self->{insert_sth}->bind_param(2, $session->{serialized}); $self->{insert_sth}->execute; #Line 45 $self->{insert_sth}->finish; } System error error: DBD::mysql::st execute failed: Table 'rt3.session' doesn't exist at /opt/SBCperl58-mthread/lib/site_perl/5.8.0/Apache/Session/Store/DBI.pm line 45. 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: /opt/SBCperl58-mthread/lib/site_perl/5.8.0/HTML/Mason/Request.pm:281 /opt/SBCperl58-mthread/lib/site_perl/5.8.0/Apache/Session/Store/DBI.pm:45 /opt/SBCperl58-mthread/lib/site_perl/5.8.0/Apache/Session.pm:515 /opt/SBCperl58-mthread/lib/site_perl/5.8.0/Apache/Session.pm:462 /opt/SBCperl58-mthread/lib/site_perl/5.8.0/HTML/Mason/Request.pm:1049 /opt/rt3/share/html/autohandler:51 From josh at saratoga.lib.ny.us Fri Nov 21 14:12:46 2003 From: josh at saratoga.lib.ny.us (josh) Date: Fri, 21 Nov 2003 14:12:46 -0500 Subject: [rt-users] Cant do fresh install when rt_user exists .. was Re: something else In-Reply-To: <3FBE5528.8060001@acronis.ru> References: <20031121171046.GA4419@saratoga.lib.ny.us> <3FBE5528.8060001@acronis.ru> Message-ID: <20031121191245.GA19215@saratoga.lib.ny.us> I can't seem to create a fresh installation of RT3 because I still have my rt_user in the databaes from rt2. When I go to run the creation scripts it tries to either recreate the user or use a different password. In any case evern though I put the rt_user password in the ./configure it seems to not be used. I can't find where it is actually used in the Makefile and the only place where the default seems to be preserved is in configure.ac On Fri, Nov 21, 2003 at 09:10:48PM +0300, Ruslan U. Zakirov wrote: > josh wrote: > >I had a recent crash in the middle of a server update. The rt2 mysql > >database exists. Since I am planning to upgrade anyhow, I figure I > >might as well simply import the old database (actually I only care > >about one queue) into rt3 and not bother to reconstruct the rest. > You have to install RT3. > Import tool uses its API. > Good luck. -- Josh Kuperman josh at saratoga.lib.ny.us From tom.vile at lillecorp.com Fri Nov 21 14:37:13 2003 From: tom.vile at lillecorp.com (Tom Vile) Date: Fri, 21 Nov 2003 14:37:13 -0500 Subject: [rt-users] attachments Message-ID: <1069443432.3202.17.camel@172-18-10-142.office.lillecorp.com> I am having an issue with attachments in RT. I can add them without any issue and see them assigned to a ticket with the proper size but when I go to download the document and open it it is corrupted and can not be read. This happens every time. RH 9 Mysql 3.27 Latest Perl Apache 2.0 -- Tom Vile Lille Corp From nessusred at yahoo.com Fri Nov 21 15:13:15 2003 From: nessusred at yahoo.com (Matthew Kasa) Date: Fri, 21 Nov 2003 12:13:15 -0800 (PST) Subject: [rt-users] About to give up on RT!! Message-ID: <20031121201315.77125.qmail@web41410.mail.yahoo.com> Here's my situation, I have MySql, Apache and RT successfully installed and ready to go but I can't get RT's web interface up and going. When I go to localhost.localdomain, I get the default apache webserver test page. Can anyone PLEASE help me out and take a look at my httpd.conf file and advise for any errors or mishaps. I will gladly give any informaiton you would like. I have attached it below. Thanks you so much in advance. ServerName localhost.localdomain DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason __________________________________ Do you Yahoo!? Free Pop-Up Blocker - Get it now http://companion.yahoo.com/ From jim.rowan at starcore-dsp.com Fri Nov 21 15:30:02 2003 From: jim.rowan at starcore-dsp.com (Jim Rowan) Date: Fri, 21 Nov 2003 14:30:02 -0600 Subject: [rt-users] About to give up on RT!! Message-ID: I presume that you have DNS set up so that localhost.localdomain resolves to 192.168.148.100. If not, do so -- or fix the ServerName directive to have the real name that you use. One other possible problem is that your directive does not have a path; I think you have to say: instead. There are many ways to do this, but I suspect apache doesn't know to send the requests to the virtualhost. You didn't give us the rest of the info, but here's one way to do it: Put this: NameVirtualHost *:80 just above (outside) the stanza. Start the stanza like this: instead of naming the IP address. If you do the above, then all requests to port 80 will go to that VirtualHost stanza; if you're not using apache for anything else then that is what you want. > -----Original Message----- > From: Matthew Kasa [mailto:nessusred at yahoo.com] > Sent: Friday, November 21, 2003 2:13 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] About to give up on RT!! > > > Here's my situation, I have MySql, Apache and RT > successfully installed and ready to go but I can't get > RT's web interface up and going. When I go to > localhost.localdomain, I get the default apache webserver > test page. Can anyone PLEASE help me out and take a look at > my httpd.conf file and advise for any errors or mishaps. I > will gladly give any informaiton you would like. I have > attached it below. Thanks you so much in advance. > > > ServerName localhost.localdomain > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > > > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > > SetHandler perl-script > PerlHandler RT::Mason > > > > > __________________________________ > Do you Yahoo!? > Free Pop-Up Blocker - Get it now > http://companion.yahoo.com/ > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-> users > > Have you > read the FAQ? The RT FAQ Manager lives at > http://fsck.com/rtfm > From dave.barter at legatio.com Fri Nov 21 15:46:11 2003 From: dave.barter at legatio.com (Dave Barter) Date: Fri, 21 Nov 2003 20:46:11 -0000 Subject: [rt-users] Perl 5.8.0 Message-ID: <00a101c3b070$80669ca0$5f01a8c0@davepc> I am getting sporadic errors from RT V3.0.6 which appear to be linked to a unicode problem. I am running perl 5.6.1 and a search of the mailing list archives shows that I should be upgrading to 5.8.0 for a more reliable RT However, this *could** break some very stable perl code that runs on the same server. Thus I was thinking that I would install 5.8.0 in /usr/local/bin and get RT to use this. My question is, "Is it as simple as changing the first line of webmux.pl to #!/usr/local/bin/perl or do I have to edit the header of EVERY perl file related to RT " Thanks Dave --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.535 / Virus Database: 330 - Release Date: 01/11/2003 From seph at directionless.org Fri Nov 21 15:53:57 2003 From: seph at directionless.org (seph) Date: Fri, 21 Nov 2003 15:53:57 -0500 Subject: [rt-users] Re: About to give up on RT!! In-Reply-To: <20031121201315.77125.qmail@web41410.mail.yahoo.com> (Matthew Kasa's message of "Fri, 21 Nov 2003 12:13:15 -0800 (PST)") References: <20031121201315.77125.qmail@web41410.mail.yahoo.com> Message-ID: Threatening to stop using a software product isn't going to get you any friends on a high traffic volunteer support mailing list. Consider hiring a consultant. > Here's my situation, I have MySql, Apache and RT > successfully installed and ready to go but I can't get > RT's web interface up and going. When I go to > localhost.localdomain, I get the default apache > webserver test page. As you assume, it's probably your http.conf > Can anyone PLEASE help me out and take a look at my httpd.conf file > and advise for any errors or mishaps. VirtualHost seems slightly suspect. Are you using them? Have you read the apache docs? What about the RT docs? Did you stop and start apache? seph From nessusred at yahoo.com Fri Nov 21 16:03:13 2003 From: nessusred at yahoo.com (Matthew Kasa) Date: Fri, 21 Nov 2003 13:03:13 -0800 (PST) Subject: [rt-users] Re: About to give up on RT!! In-Reply-To: Message-ID: <20031121210313.79443.qmail@web41402.mail.yahoo.com> I don't mean to threaten, its just that I am very frustrated at this point and don't know what to do next. seph wrote:Threatening to stop using a software product isn't going to get you any friends on a high traffic volunteer support mailing list. Consider hiring a consultant. > Here's my situation, I have MySql, Apache and RT > successfully installed and ready to go but I can't get > RT's web interface up and going. When I go to > localhost.localdomain, I get the default apache > webserver test page. As you assume, it's probably your http.conf > Can anyone PLEASE help me out and take a look at my httpd.conf file > and advise for any errors or mishaps. VirtualHost seems slightly suspect. Are you using them? Have you read the apache docs? What about the RT docs? Did you stop and start apache? seph --------------------------------- Do you Yahoo!? Free Pop-Up Blocker - Get it now -------------- next part -------------- An HTML attachment was scrubbed... URL: From leon at iwa-solutions.com Fri Nov 21 16:27:59 2003 From: leon at iwa-solutions.com (Leon Sonntag) Date: Fri, 21 Nov 2003 14:27:59 -0700 Subject: [rt-users] About to give up on RT!! Message-ID: <6.0.1.1.0.20031121142748.0324b020@iwapps4.iwapps.com> Had the SAME situation (AND Frustration!!!!) My fix was not pretty but it works.... Be forewarned !!! It affects ALL websites on that server. I found documentation that says if you are running modperl2 (Called modperl199) you need to use the following: RedirectMatch permanent (.*)/$ http://hostname.domain$1/index.html I put this at the end of my virtualhost defination in httpd.conf. By the way, If any body knows a way to get this to work without directing ALL requests, I sure would like to know about it. It would be nice to use this for other websites too. At 01:13 PM 11/21/03, you wrote: >Here's my situation, I have MySql, Apache and RT >successfully installed and ready to go but I can't get >RT's web interface up and going. When I go to >localhost.localdomain, I get the default apache >webserver test page. Can anyone PLEASE help me out and >take a look at my httpd.conf file and advise for any >errors or mishaps. I will gladly give any informaiton >you would like. I have attached it below. Thanks you >so much in advance. > > > ServerName localhost.localdomain > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > > > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > > SetHandler perl-script > PerlHandler RT::Mason > > > > >__________________________________ >Do you Yahoo!? >Free Pop-Up Blocker - Get it now >http://companion.yahoo.com/ >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm Most anything is easy after you've done it successfully a few times Leon Sonntag Innovative Web Applications leon at iwa-solutions dot com From joseph85750 at yahoo.com Fri Nov 21 16:42:52 2003 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Fri, 21 Nov 2003 13:42:52 -0800 (PST) Subject: [rt-users] About to give up on RT!! In-Reply-To: <20031121201315.77125.qmail@web41410.mail.yahoo.com> Message-ID: <20031121214252.20396.qmail@web13108.mail.yahoo.com> Does this machine have a real hostname? Why not enter that in the ServerName entry below? I suspect strange things are happening because you're trying to web to localhost. Can you try changing localhost.localdomain to the value in $rtname in your /opt/rtX/etc/config.pm file? Then, of course, stop/start httpd. > > > ServerName localhost.localdomain > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > > > > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > > > SetHandler perl-script > PerlHandler RT::Mason > > > > > __________________________________ > Do you Yahoo!? > Free Pop-Up Blocker - Get it now > http://companion.yahoo.com/ > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm __________________________________ Do you Yahoo!? Free Pop-Up Blocker - Get it now http://companion.yahoo.com/ From joey.suhayda at ieminc.com Fri Nov 21 16:48:12 2003 From: joey.suhayda at ieminc.com (Suhayda, Joey) Date: Fri, 21 Nov 2003 15:48:12 -0600 Subject: [rt-users] make initialize-database and DBI functions with Postgres Message-ID: I am getting the following error when I run the make initialize-database command. # make initialize-database /usr/local/bin/perl //usr/local/rt3/sbin/rt-setup-database --action init --dba postgres Now creating a database for RT. Creating Pg database rt3. Now populating database schema. Creating database schema. please use DBI functions for transaction handling at /usr/local/lib/perl5/site_perl/5.8.0/sun4-solaris/DBD/Pg.pm line 169. Died at //usr/local/rt3/sbin/rt-setup-database line 159. make: *** [initialize-database] Error 2 I am a complete newbie when it comes to Perl Modules, CPAN and DBI, so I really don't know where to start with this. After checking the mailing lists and searching on google for the last couple of hours, I am at a loss as what to do next. I am using Postgres 7.3.4, DBD::Pg version 1.31, and rt 3.0.6. If anybody needs any more info I will gladly supply it. Thanks in advance for any help. Joey Suhayda UNIX System Administrator Innovative Emergency Management, INC. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Michael.Frazer at InterCept.Net Fri Nov 21 16:50:22 2003 From: Michael.Frazer at InterCept.Net (Mike Frazer) Date: Fri, 21 Nov 2003 16:50:22 -0500 Subject: [rt-users] About to give up on RT!! Message-ID: I don't mean this in a condescending way at all, especially since this one got me for about 3 hours myself: Did you restart Apache? -----Original Message----- From: Joseph Spenner [mailto:joseph85750 at yahoo.com] Sent: Friday, November 21, 2003 4:43 PM To: rt-users at lists.fsck.com Subject: Re: [rt-users] About to give up on RT!! Does this machine have a real hostname? Why not enter that in the ServerName entry below? I suspect strange things are happening because you're trying to web to localhost. Can you try changing localhost.localdomain to the value in $rtname in your /opt/rtX/etc/config.pm file? Then, of course, stop/start httpd. > > > ServerName localhost.localdomain > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > > > > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > > > SetHandler perl-script > PerlHandler RT::Mason > > > > > __________________________________ > Do you Yahoo!? > Free Pop-Up Blocker - Get it now > http://companion.yahoo.com/ > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm __________________________________ Do you Yahoo!? Free Pop-Up Blocker - Get it now http://companion.yahoo.com/ _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From maxb at ukf.net Fri Nov 21 17:21:24 2003 From: maxb at ukf.net (Max Bowsher) Date: Fri, 21 Nov 2003 22:21:24 -0000 Subject: [rt-users] About to give up on RT!! References: <6.0.1.1.0.20031121142748.0324b020@iwapps4.iwapps.com> Message-ID: <037601c3b07d$dfe8c380$78d96f83@starfruit> Leon Sonntag wrote: > Had the SAME situation (AND Frustration!!!!) My fix was not pretty > but it works.... > Be forewarned !!! It affects ALL websites on that server. I found > documentation that says if you are running modperl2 (Called > modperl199) you need to use the following: > > RedirectMatch permanent (.*)/$ http://hostname.domain$1/index.html > > I put this at the end of my virtualhost defination in httpd.conf. > > By the way, If any body knows a way to get this to work without > directing ALL requests, I sure would like to know about it. It would > be nice to use this for other websites too. Here is my httpd configuration. I have avoided using RedirectMatch by not only applying "SetHandler perl-script" (which seems to be what blocks the usual DirectoryIndex behaviour) to html files, and those specific directories which need it. Max. -----------------begin---------------------- Alias /rt /opt/rt3/share/html PerlModule Apache2 Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl Order allow,deny Allow from all Options All AllowOverride All AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason -----------------end--------------------------- From tgerla at outsourcefinancial.com Fri Nov 21 18:41:25 2003 From: tgerla at outsourcefinancial.com (Tim Gerla) Date: Fri, 21 Nov 2003 16:41:25 -0700 Subject: [rt-users] attachments In-Reply-To: <1069443432.3202.17.camel@172-18-10-142.office.lillecorp.com> References: <1069443432.3202.17.camel@172-18-10-142.office.lillecorp.com> Message-ID: <3FBEA2A5.8080204@outsourcefinancial.com> Tom Vile wrote: > I am having an issue with attachments in RT. I can add them without any > issue and see them assigned to a ticket with the proper size but when I > go to download the document and open it it is corrupted and can not be > read. This happens every time. > > RH 9 > Mysql 3.27 > Latest Perl > Apache 2.0 > Read a few messages back in the archives. I posted a patch which will solve the attachment corruption in some cases. It may break i18n capabilities, though. It's working fine here. -Tim -- Programmer, Outsource Financial Services, LLC. tgerla at outsourcefinancial.com From autrijus at autrijus.org Fri Nov 21 19:29:53 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Sat, 22 Nov 2003 08:29:53 +0800 Subject: [rt-users] Perl 5.8.0 In-Reply-To: <00a101c3b070$80669ca0$5f01a8c0@davepc> References: <00a101c3b070$80669ca0$5f01a8c0@davepc> Message-ID: <20031122002953.GA21233@aut.dyndns.org> On Fri, Nov 21, 2003 at 08:46:11PM -0000, Dave Barter wrote: > My question is, "Is it as simple as changing the first line of webmux.pl > to #!/usr/local/bin/perl or do I have to edit the header of EVERY perl > file related to RT " You'd need to rebuild mod_perl with Perl 5.8.0, and run sbin/rt-test-dependencies again with Perl 5.8.0; that's about it. Also, 5.8.2 is recommended both for general stability, and unicode operations (which can be around 10x faster). 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 ges+lists at wingfoot.org Fri Nov 21 21:16:44 2003 From: ges+lists at wingfoot.org (Glenn Sieb) Date: Fri, 21 Nov 2003 21:16:44 -0500 (EST) Subject: [rt-users] RT3.0.6 errors... Message-ID: <2960.65.246.246.82.1069467404.squirrel@www.wingfoot.org> Hi guys.. a few problems here.. I posted one already: Nov 21 21:12:24 caduceus RT: DBD::Pg::st execute failed: ERROR: Cannot insert a duplicate key into unique index tickets_pkey at /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 410. (/sw/rt/lib/RT.pm:247) Nov 21 21:12:24 caduceus RT: RT::Handle=HASH(0x9299a7c) couldn't execute the query 'INSERT INTO Tickets (Subject, Status, Queue, Creator, Owner, LastUpdatedBy, Type, Started, Starts, Resolved, Created, Priority, Due, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417. (/sw/rt/lib/RT.pm:247) Nov 21 21:12:24 caduceus RT: Couldn't create a ticket (/sw/rt/lib/RT/Ticket_Overlay.pm:518) Nov 21 21:12:24 caduceus RT: WebRT: Ticket could not be created due to an internal error () (/sw/rt/share/html/Elements/Error:54) That happens whenever I try to create a ticket via the web interface. When I try via email I get: Nov 21 00:23:38 caduceus postfix/local[10126]: 4681F152E4: to=, relay=local, delay=91715, status=deferred (temporary failure. Command output: An Error Occurred ================= 501 Protocol scheme 'https' is not supported ) My /etc/aliases: help: "|/sw/rt/bin/rt-mailgate --queue help --action correspond --url https://www.wingfoot.org/rt" (as a sample) Any help would really be greatly appreciated here... :-/ I'm on FBSD 4.8-STABLE with Apache 1.3.28+mod_ssl (from ports) using PostgreSQL 7.3.4 Thanks, G. --- The original portions of this message are the copyright of the author (c)1998-2002 Glenn E. Sieb. ICQ UIN: 300395 IRC Nick: Rainbear "All acts of Love and Pleasure are Her rituals"-Charge of the Goddess From autarch at urth.org Sat Nov 22 00:13:33 2003 From: autarch at urth.org (Dave Rolsky) Date: Fri, 21 Nov 2003 23:13:33 -0600 (CST) Subject: [rt-users] Performance (speed) of RT3 In-Reply-To: <1069228213.1541.79.camel@localhost.localdomain> References: <00ad01c3aec8$3f2aaf00$c301a8c0@pcrobertg> <1069148282.14312.21.camel@localhost.localdomain> <200311191649.11920.webmaster@rochester.rr.com> <1069228213.1541.79.camel@localhost.localdomain> Message-ID: On Wed, 18 Nov 2003, John Schubert wrote: > So, I'm still not sure what I should do next. I understand the idea of > getting more free RAM, however I'd hate to throw money at more memory > and find that I'm slow with 125Meg free memory space. What do you > think? Well, how is MySQL currently configured? It can be configured to use less memory, in which case it doesn't just grab more, it runs slow. So if you had more memory you could let it use more, and it might run faster. The slowness you're seeing is most likely the database, since for most database-backed web apps, it's the database that's the bottleneck. Also, you mentioned eventually having 14 users. If you had only one Apache process per user, that'd probably end up needing at least 140+ MB. Also, you mentioned you're running X & gnome on that box. On many systems X is started with a lower (higher?) priority, so if you're ever doing stuff in X while people try to use RT (or you're trying to use RT with a browser on that box) then X may get more cycles than mysql or apache. RT is a server app, so stick it on a server box and stop running a GUI on it! Running GUIs along with server apps is not good for performance. -dave /*======================= House Absolute Consulting www.houseabsolute.com =======================*/ From autarch at urth.org Sat Nov 22 00:14:43 2003 From: autarch at urth.org (Dave Rolsky) Date: Fri, 21 Nov 2003 23:14:43 -0600 (CST) Subject: [rt-users] Performance (speed) of RT3 In-Reply-To: <3FBE39B8.1040201@acronis.ru> References: <4.2.0.58.20031120132852.024a5ae0@d.imap.itd.umich.edu> <1069306542.1542.1395.camel@localhost.localdomain> <3FBE39B8.1040201@acronis.ru> Message-ID: On Fri, 21 Nov 2003, Ruslan U. Zakirov wrote: > 4) Update Params::Validate to latest(leaked memory) Only versions 0.66 - 0.68, so if he set this up after Nov 3 (0.69) or before Oct 8 (0.66) chances are that's not the problem. But it never hurts to check. -dave /*======================= House Absolute Consulting www.houseabsolute.com =======================*/ From dlubowa at africaonline.co.ug Sat Nov 22 08:57:59 2003 From: dlubowa at africaonline.co.ug (David Lubowa) Date: Sat, 22 Nov 2003 16:57:59 +0300 Subject: [rt-users] httpd error Message-ID: hey guys ....i recently installed ..rt3 from Freebsd Ports and this is the error i am getting when i do httpd -T [error] su-2.05a# httpd -T Syntax error on line 1109 of /usr/local/etc/apache/httpd.conf: Invalid command 'PerlModule', perhaps mis-spelled or defined by a module not included in the server configuration [/error] [config] ServerName rt.mydomain.co.ug DocumentRoot /usr/local/rt3/share/html AddDefaultCharset UTF-8 # these four lines applies to Apache2+mod_perl2 only: {{{ #PerlSetVar MasonArgsMethod CGI #PerlModule Apache2 Apache::compat #RewriteEngine On #RewriteRule ^(.*)/$ $1/index.html # }}} PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason [/config] what could i have missed out here ..!! cheers -Z From rspier at pobox.com Sun Nov 23 03:18:31 2003 From: rspier at pobox.com (Robert Spier) Date: Sun, 23 Nov 2003 00:18:31 -0800 Subject: [rt-users] bookmark for query with "or" condition In-Reply-To: <11216.1069097247@eeyore.ibcinc.com> References: <11216.1069097247@eeyore.ibcinc.com> Message-ID: At Mon, 17 Nov 2003 14:27:27 -0500, Roderick Schertler wrote: > Is there a way to do a query which has an "or" condition? I want to > bookmark a search which shows all tickets in a particular queue with > priority 99 or with no owner. > For my purposes I don't mind if I have to construct the URL for the > query by hand (rather than using the web interface to build it up). The underlying search system supports this: ( Owner = "nobody" OR Priority = "99" ) AND Queue = "somequeue" AND (Status = "new" OR Status = "open" ) but it is not exposed at the Tickets/Search.html level right now. (For complicated historical reasons that involve a complete rewrite of how that page works.) You can write small custom bit of Mason code to do a custom report to spit out the information you need. -R From rspier at pobox.com Sun Nov 23 05:55:53 2003 From: rspier at pobox.com (Robert Spier) Date: Sun, 23 Nov 2003 02:55:53 -0800 Subject: [rt-users] Database connect failure In-Reply-To: References: Message-ID: > I've narrowed it down to actually being outside the scope of RT, as the > issue is somehow tied to DBI (test Perl scripts have verified that I just > can't connect using Perl, period). I've reinstalled DBI and DBD::mysql > hoping that would resolve the problem, but nothing has worked. Does anyone > ahve any idea what I'm missing? Are there any error messages in the logs? From cubic at acronis.ru Sun Nov 23 06:10:33 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Sun, 23 Nov 2003 14:10:33 +0300 Subject: [rt-users] About to give up on RT!! In-Reply-To: <20031121201315.77125.qmail@web41410.mail.yahoo.com> References: <20031121201315.77125.qmail@web41410.mail.yahoo.com> Message-ID: <3FC095A9.4080408@acronis.ru> Matthew Kasa wrote: > Here's my situation, I have MySql, Apache and RT > successfully installed and ready to go but I can't get > RT's web interface up and going. When I go to > localhost.localdomain, I get the default apache > webserver test page. Can anyone PLEASE help me out and > take a look at my httpd.conf file and advise for any > errors or mishaps. I will gladly give any informaiton > you would like. I have attached it below. Thanks you > so much in advance. You have to parts of apache conf: main server and virtual hosts. By default after installation "main server" point to installed apache documentation. So if you want to serve only RT under this machine then you can change "main server" configuration. If really want VHost so there is several ways: 1) IP based 2) Port based 3) Name based 4) Hybrid... All about it here http://httpd.apache.org in separate article about Virtual Hosts. For me easiest way is port based VHosts on machine with static IP for test suit server and IP based for production server. You trying to use Named VHosts, so you should add NameVirtualHost 192.168.148.100 > > > ServerName localhost.localdomain > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > > > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > > SetHandler perl-script > PerlHandler RT::Mason > > Then restart apache. And try it. Look at logs access and error for more info. Best regards. Ruslan. From ronny.pettersen at telenor.com Sun Nov 23 08:07:38 2003 From: ronny.pettersen at telenor.com (ronny.pettersen at telenor.com) Date: Sun, 23 Nov 2003 14:07:38 +0100 Subject: [rt-users] critical bug with german letter' (Intern) Message-ID: I finally got around to test this too. And it works great, tested on both 3.0.6 and 3.0.7_01. Thanks Jesse! -----Opprinnelig melding----- Fra: Jesse Vincent [mailto:jesse at bestpractical.com] Sendt: 21. november 2003 06:33 Til: Pettersen Ronny (Networks) Kopi: rt-users at lists.fsck.com Emne: Re: [rt-users] Re: critical bug with german letter' (Intern) The following patch should fix this issue. I'd love to hear if it fixes things for those of you seeing this isse pallas:% diff /tmp/rt-3-0-7/lib/RT/Interface/Web.pm Web.pm 510a511 > Charset => 'utf8', -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From josh at saratoga.lib.ny.us Sun Nov 23 12:58:53 2003 From: josh at saratoga.lib.ny.us (josh) Date: Sun, 23 Nov 2003 12:58:53 -0500 Subject: [rt-users] Cant do fresh install when rt_user exists .. was Re: something else In-Reply-To: <20031121191245.GA19215@saratoga.lib.ny.us> References: <20031121171046.GA4419@saratoga.lib.ny.us> <3FBE5528.8060001@acronis.ru> <20031121191245.GA19215@saratoga.lib.ny.us> Message-ID: <20031123175853.GA9275@saratoga.lib.ny.us> This was probably caused by caching of some setting someplace. I simply erased and extracted the distribution again and was able to install. On Fri, Nov 21, 2003 at 02:12:46PM -0500, josh wrote: > I can't seem to create a fresh installation of RT3 because I still > have my rt_user in the databaes from rt2. When I go to run the > creation scripts it tries to either recreate the user or use a > different password. In any case evern though I put the rt_user > password in the ./configure it seems to not be used. > > I can't find where it is actually used in the Makefile and the only > place where the default seems to be preserved is in configure.ac > > On Fri, Nov 21, 2003 at 09:10:48PM +0300, Ruslan U. Zakirov wrote: > > josh wrote: > > >I had a recent crash in the middle of a server update. The rt2 mysql > > >database exists. Since I am planning to upgrade anyhow, I figure I > > >might as well simply import the old database (actually I only care > > >about one queue) into rt3 and not bother to reconstruct the rest. > > > You have to install RT3. > > Import tool uses its API. > > Good luck. > > -- > Josh Kuperman > josh at saratoga.lib.ny.us > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Josh Kuperman josh at saratoga.lib.ny.us From paolo at telmap.com Sun Nov 23 14:29:31 2003 From: paolo at telmap.com (Paolo Supino) Date: Sun, 23 Nov 2003 21:29:31 +0200 Subject: [rt-users] Empty tickets Message-ID: <143CFA2E3C9B5D459E78DA18E3F15F899AAC86@plague.telmap.com> Hi Michael This might cause me to stop using RT (which I really don't Want). Did you find a what generates these empty tickets and A solution to the problem? Paolo -----Original Message----- From: Michael D. Richards [mailto:michael at emdee.net] Sent: Wednesday, November 19, 2003 12:36 AM To: RT Users Subject: Re: [rt-users] Empty tickets Paolo Supino wrote: >Hi > > RT has started to generate empty tickets. From what I >Noticed it creates them when I login with my user, tohugh >I'm not sure of this. Has anyone ever encountered such >A situation and found a solution? > > I started having this problem today with 3.0.6. The main ticket view only shows the headers of the message, no body. When selecting the "Reply" link, the area that should have the quote simply says "This transaction appears to have no content". However, the body is viewable when clicking the "Download" link. Also interesting is that the "Download" link appears on the same horizontal level as the "Subject" line in the header, instead of below the header as on other tickets. _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 jens at nha.co.za Sun Nov 23 17:44:32 2003 From: jens at nha.co.za (=?iso-8859-1?Q?Jens_von_B=FClow?=) Date: Mon, 24 Nov 2003 00:44:32 +0200 Subject: [rt-users] Using NickName in Templates Message-ID: <8F2D061DFD77E444B00D8FE9B8273DD0CF772E@titan.nha.co.za> Greetings, I am really struggling to get Nickname's to show up in Templates. Is this possible? How? I look forward to your responses. Thanks & Regards Jens -------------- next part -------------- An HTML attachment was scrubbed... URL: From myqu at hotmail.com Sun Nov 23 20:57:11 2003 From: myqu at hotmail.com (Ada Hui) Date: Mon, 24 Nov 2003 01:57:11 +0000 Subject: [rt-users]Problem with Mailgate from Newbie Message-ID: I'm using sendmail and the following are my aliases entries: # RT mail gateway rt: "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://rt.xxx.net/" "|/opt/rt3/bin/rt-mailgate --queue HKG RI-C --action correspond --url http://rt.xxx.net/" rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action comment --url http://rt.xxx.net/" "|/opt/rt3/bin/rt-mailgate --queue HKG RI-C --action comment --url http://rt.xxx.net/" And i'm sure i have run newaliases command The mail address of the general queue is rtadmin at rt.xxx.net When i send mail to this address, the mail just store in the rtadmin's mailbox, not going into RT But if i run the aliases command directly in terminal, it can create ticket successfully What is the problem with my config? What can i do to make it work? Please help. Thanks a lot. Best Regards, Ada Hui _________________________________________________________________ No masks required! Use MSN Messenger to chat with friends and family. http://go.msnserver.com/HK/25382.asp From rspier at pobox.com Sun Nov 23 22:48:07 2003 From: rspier at pobox.com (Robert Spier) Date: Sun, 23 Nov 2003 19:48:07 -0800 Subject: [rt-users]Problem with Mailgate from Newbie In-Reply-To: References: Message-ID: > "|/opt/rt3/bin/rt-mailgate --queue HKG RI-C --action > correspond --url http://rt.xxx.net/" First, you will want to quote 'HKG RI-C', but that shouldn't affect the general queue. Is there anything in the mail log? -R From myqu at hotmail.com Mon Nov 24 02:31:58 2003 From: myqu at hotmail.com (Ada Hui) Date: Mon, 24 Nov 2003 07:31:58 +0000 Subject: [rt-users]Problem with Mailgate from Newbie Message-ID: When i sent a message to rtadmin at rt.xxx.com, the address of the general queue, i got the following maillog 44.0311241522190.31011-100000 at rt.knric.net>, proto=ESMTP, relay=root at localhost Nov 24 15:23:17 rt sendmail[31016]: hAO7NG7T031016: from=, size=452, class=0, nrcpts=1, msgid=, proto=ESMTP, daemon=MTA, relay=riclinux [127.0.0.1] Nov 24 15:23:17 rt sendmail[31015]: hAO7NG1x031012: to=, ctladdr= (0/0), delay=00:00:01, xdelay=00:00:01, mailer=relay, pri=30259, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (hAO7NG7T031016 Message accepted for delivery) Nov 24 15:23:17 rt sendmail[31017]: hAO7NG7T031016: to=, ctladdr= (0/0), delay=00:00:00, xdelay=00:00:00, mailer=local, pri=30650, dsn=2.0.0, stat=Sent Please advise what is wrong. Thanks. Best Regards, Ada Hui >From: "Ada Hui" >To: pdh at snapgear.com, rt-users at lists.fsck.com >Subject: [rt-users]Problem with Mailgate from Newbie >Date: Mon, 24 Nov 2003 01:57:11 +0000 > >I'm using sendmail and the following are my aliases entries: ># RT mail gateway >rt: "|/opt/rt3/bin/rt-mailgate --queue general --action >correspond --url http://rt.xxx.net/" > "|/opt/rt3/bin/rt-mailgate --queue HKG RI-C --action >correspond --url http://rt.xxx.net/" >rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action comment >--url http://rt.xxx.net/" > "|/opt/rt3/bin/rt-mailgate --queue HKG RI-C --action >comment --url http://rt.xxx.net/" > >And i'm sure i have run newaliases command > >The mail address of the general queue is rtadmin at rt.xxx.net >When i send mail to this address, the mail just store in the rtadmin's >mailbox, not going into RT > >But if i run the aliases command directly in terminal, it can create ticket >successfully > >What is the problem with my config? What can i do to make it work? Please >help. Thanks a lot. > >Best Regards, >Ada Hui > _________________________________________________________________ Is there a gadget-lover on your gift list? MSN Shopping has lined up some good bets! http://shopping.msn.com From rspier at pobox.com Mon Nov 24 02:33:35 2003 From: rspier at pobox.com (Robert Spier) Date: Sun, 23 Nov 2003 23:33:35 -0800 Subject: [rt-users]Problem with Mailgate from Newbie In-Reply-To: References: Message-ID: At Mon, 24 Nov 2003 07:31:58 +0000, Ada Hui wrote: > > When i sent a message to rtadmin at rt.xxx.com, the address of the general > queue, i got the following maillog The alias entries you showed us earlier don't have an entry for rtadmin. -R From danie.marais at attix5.com Mon Nov 24 02:35:26 2003 From: danie.marais at attix5.com (Danie Marais) Date: Mon, 24 Nov 2003 09:35:26 +0200 Subject: [rt-users] redirect in search References: <021b01c3a9d7$401cd500$396e0a0a@ciemat.es><20031113142027.GA19652@SDF.LONESTAR.ORG> <3FBB9BA8.7010706@outsourcefinancial.com> Message-ID: <034101c3b25d$88644080$c01a10ac@danielaptop> Tim, The patch works 100% in mod_perl-1.99_09-10. Thanks for this! Danie > > Here is a patch to fix the redirect issues with mod_perl2. Not sure if > newer releases of mod_perl will/do fix it. > > -Tim > -- > Programmer, Outsource Financial Services, LLC. > tgerla at outsourcefinancial.com > From jorgen.niemi at unit.liu.se Mon Nov 24 07:52:23 2003 From: jorgen.niemi at unit.liu.se (=?ISO-8859-1?Q?J=F6rgen_Niemi?=) Date: Mon, 24 Nov 2003 13:52:23 +0100 Subject: [rt-users] Extracting information from $Ticket into template Message-ID: <3FC1FF07.5050506@unit.liu.se> Hello, I am are running RT3 v3.0.5 and are trying to send requestor information along with a template. The problem is that I can't figure out how the syntax works for getting requestor information, or other information except regular text printed with the mail. While {$Ticket->CreatorObj->RealName} is used to get the name of the creator I need a loop to extract all the requestors. And I also need to know how the $Ticket-hash are supposed to be addressed, I'm obviously missing some knowledge here... I figure this isn't a hard thing to do but right now I feel lost in the great abstraction of RT3. Sincerely, J?rgen Niemi From rainer at ultra-secure.de Mon Nov 24 08:10:54 2003 From: rainer at ultra-secure.de (Rainer Duffner) Date: Mon, 24 Nov 2003 14:10:54 +0100 (CET) Subject: [rt-users] Perl 5.8.0 In-Reply-To: <20031122002953.GA21233@aut.dyndns.org> References: <00a101c3b070$80669ca0$5f01a8c0@davepc> <20031122002953.GA21233@aut.dyndns.org> Message-ID: <17259.217.232.230.92.1069679454.squirrel@www.ultra-secure.de> Autrijus Tang said: > On Fri, Nov 21, 2003 at 08:46:11PM -0000, Dave Barter wrote: >> My question is, "Is it as simple as changing the first line of webmux.pl >> to #!/usr/local/bin/perl or do I have to edit the header of EVERY perl >> file related to RT " > > You'd need to rebuild mod_perl with Perl 5.8.0, and run > sbin/rt-test-dependencies again with Perl 5.8.0; that's about it. > > Also, 5.8.2 is recommended both for general stability, and unicode > operations (which can be around 10x faster). Hm. I guess in FreeBSD-land (and pretty much elsewhere, too), when going from 5.8.0 to 5.8.2 I'd have to re-install all of the p5-* ports to make use of the new version, right ? In addition to mod_perl. cheers, Rainer -- From alex at nc-rj.rnp.br Mon Nov 24 08:19:34 2003 From: alex at nc-rj.rnp.br (Alex Soares de Moura) Date: Mon, 24 Nov 2003 11:19:34 -0200 Subject: [rt-users] Perl 5.8.0 In-Reply-To: <17259.217.232.230.92.1069679454.squirrel@www.ultra-secure.de> References: <00a101c3b070$80669ca0$5f01a8c0@davepc> <20031122002953.GA21233@aut.dyndns.org> <17259.217.232.230.92.1069679454.squirrel@www.ultra-secure.de> Message-ID: <3FC20566.2010603@nc-rj.rnp.br> Rainer Duffner wrote: > Autrijus Tang said: > >>On Fri, Nov 21, 2003 at 08:46:11PM -0000, Dave Barter wrote: >> >>>My question is, "Is it as simple as changing the first line of webmux.pl >>>to #!/usr/local/bin/perl or do I have to edit the header of EVERY perl >>>file related to RT " >> >>You'd need to rebuild mod_perl with Perl 5.8.0, and run >>sbin/rt-test-dependencies again with Perl 5.8.0; that's about it. >> >>Also, 5.8.2 is recommended both for general stability, and unicode >>operations (which can be around 10x faster). > > > > Hm. I guess in FreeBSD-land (and pretty much elsewhere, too), when going > from 5.8.0 to 5.8.2 I'd have to re-install all of the p5-* ports to make > use of the new version, right ? > In addition to mod_perl. Right. And don't forget to do the same with perl packages whose names don't start with p5-*. I've had problems with mrtg and others. Alex From Scott.Carpenter at dc.gov Mon Nov 24 08:54:42 2003 From: Scott.Carpenter at dc.gov (Carpenter, Scott (OCTO)) Date: Mon, 24 Nov 2003 08:54:42 -0500 Subject: [rt-users] Customizing Incident numbers Message-ID: <55B3FA88F3E9384CA28AA0471794213502245865@sojsdc001.dc.gov> Is it possible to a) customize incident numbers (ddmmyy-xxx) and/or b) start renumbering all incidents at xxx (eg. 456 instead of #1) Thanks, Scott Carpenter DCERT Engineer -------------- next part -------------- An HTML attachment was scrubbed... URL: From Scott.Carpenter at dc.gov Mon Nov 24 09:05:03 2003 From: Scott.Carpenter at dc.gov (Carpenter, Scott (OCTO)) Date: Mon, 24 Nov 2003 09:05:03 -0500 Subject: [rt-users] RTIR Message-ID: <55B3FA88F3E9384CA28AA0471794213502245866@sojsdc001.dc.gov> Can anyone point me to and resources (FAQ, etc. for RTIR). I am looking for customization information for Constituency, Function, and Classification. Thanks, Scott Carpenter DCERT Engineer -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at mas.ml1.net Mon Nov 24 09:08:25 2003 From: rt at mas.ml1.net (MAS) Date: Mon, 24 Nov 2003 14:08:25 +0000 Subject: [rt-users] Customizing Incident numbers In-Reply-To: <55B3FA88F3E9384CA28AA0471794213502245865@sojsdc001.dc.gov> References: <55B3FA88F3E9384CA28AA0471794213502245865@sojsdc001.dc.gov> Message-ID: <17945397.1069682904@[192.168.0.235]> --On 24 November 2003 08:54 -0500 "Carpenter, Scott (OCTO)" wrote: > Is it possible to a) customize incident numbers (ddmmyy-xxx) and/or b) > start renumbering all incidents at xxx (eg. 456 instead of #1) Don't know about (a), but (b) is easy (on MySQL, at least): ALTER TABLE Tickets AUTO_INCREMENT=456; will make the auto_increment counter on the Tickets table start at 456 instead of 1. For more info see mike From peter at venturenet.co.za Mon Nov 24 09:17:57 2003 From: peter at venturenet.co.za (Peter Kolbe) Date: 24 Nov 2003 16:17:57 +0200 Subject: [rt-users] Customizing Incident numbers In-Reply-To: <17945397.1069682904@[192.168.0.235]> References: <55B3FA88F3E9384CA28AA0471794213502245865@sojsdc001.dc.gov> <17945397.1069682904@[192.168.0.235]> Message-ID: <1069683477.19389.14.camel@peter> You will have to do something like: 20031124001 - I do not think that you can have a hypen in the number YYYYMMDDxxx (xxx - incrementation for day) you will have to add an entry via cron (cron.daily folder) to increment the autoincrement field to the next day (eg ALTER TABLE Tickets AUTO_INCREMENT=20031125000;) Peter On Mon, 2003-11-24 at 16:08, MAS wrote: > --On 24 November 2003 08:54 -0500 "Carpenter, Scott (OCTO)" > wrote: > > > Is it possible to a) customize incident numbers (ddmmyy-xxx) and/or b) > > start renumbering all incidents at xxx (eg. 456 instead of #1) > > Don't know about (a), but (b) is easy (on MySQL, at least): > > ALTER TABLE Tickets AUTO_INCREMENT=456; > > will make the auto_increment counter on the Tickets table start at 456 > instead of 1. > > For more info see > > > > 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 -- Peter Kolbe From cubic at acronis.ru Mon Nov 24 10:10:08 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 24 Nov 2003 18:10:08 +0300 Subject: [rt-users] Extracting information from $Ticket into template In-Reply-To: <3FC1FF07.5050506@unit.liu.se> References: <3FC1FF07.5050506@unit.liu.se> Message-ID: <3FC21F50.6040806@acronis.ru> J?rgen Niemi wrote: > > Hello, > > I am are running RT3 v3.0.5 and are trying to send requestor information > along with a template. The problem is that I can't figure out how the > syntax works for getting requestor information, or other information > except regular text printed with the mail. > > While {$Ticket->CreatorObj->RealName} is used to get the name of the > creator I need a loop to extract all the requestors. And I also need to > know how the $Ticket-hash are supposed to be addressed, I'm obviously > missing some knowledge here... > > I figure this isn't a hard thing to do but right now I feel lost in the > great abstraction of RT3. > > Sincerely, > J?rgen Niemi Templates in RT3 are Text::Template based with some limitations. I think that this part of template can help you to understand using of loops: { my $res; my $Attachments = $Transaction->Attachments; while (my $a = $Attachments->Next) { next unless ($a->Filename); $res .= "Attachments:\n" unless ($res); $res.=" ".$RT::WebURL."/Ticket/Attachment/".$Transaction->Id()."/". $a->id ."/". $a->Filename; } $res; } This add plain text links to transaction attachments. Hope this can help. Ruslan. From j.green at ukerna.ac.uk Mon Nov 24 11:03:47 2003 From: j.green at ukerna.ac.uk (John Green) Date: Mon, 24 Nov 2003 16:03:47 +0000 Subject: [rt-users] RTIR In-Reply-To: <55B3FA88F3E9384CA28AA0471794213502245866@sojsdc001.dc.gov> References: <55B3FA88F3E9384CA28AA0471794213502245866@sojsdc001.dc.gov> Message-ID: <3FC22BE3.5050109@ukerna.ac.uk> Carpenter, Scott (OCTO) wrote: > Can anyone point me to and resources (FAQ, etc. for RTIR). I am looking > for customization information for Constituency, Function, and > Classification. Hi Scott. These are just normal customfields. Either edit initialdata before installing RTIR or edit them via the UI. Hope this helps John JANET-CERT From proftp_cj at kdd.de Mon Nov 24 11:07:42 2003 From: proftp_cj at kdd.de (christian janssen) Date: Mon, 24 Nov 2003 16:07:42 +0000 Subject: [rt-users] BridgeTrak <-> rt3 In-Reply-To: <55B3FA88F3E9384CA28AA0471794213502245865@sojsdc001.dc.gov> References: <55B3FA88F3E9384CA28AA0471794213502245865@sojsdc001.dc.gov> Message-ID: <6.0.0.22.0.20031124155418.01fcbde8@195.82.63.16> Hello, I've a questions regarding BridgeTrak from Kemma Soft. Unfortunately It seems that one of our IT departments will use BridgeTrak as Help Desk Software [because of enhanced CRM] in the future (directors decision ;-( , I suggest rt3) We already use RT2 in one dep. (of course stable) / Now again another System - freaky. 1) Did somebody have experience with this Software, If yes, which one ? 2) Could there a possibility that BridgeTrak and RT3 maybe interact between each other (handover tasks, custDB). HelpDesk - BT engineering/ISP - RT3 3) Converting BT to RT3 in the future ? Especial comments to 1) could be useful to change the mind. I already tried nearly all arguments, but ... thank you very much cheers Christian From darren.marshall at intechnology.co.uk Mon Nov 24 11:19:07 2003 From: darren.marshall at intechnology.co.uk (Marshall, Darren) Date: Mon, 24 Nov 2003 16:19:07 -0000 Subject: [rt-users] Recommended configuration for a stable working RT3 deployment Message-ID: Hi, I'm currently evaluating RT3 (3.0.5) on a server running Redhat 9 and am experiencing problems with attachments and occasional Storable.xs errors. My question is - What would be the recommended software configuration for running a stable, fully functional RT3 deployment based on Linux?. I have the opportunity to start afresh so rather than trying to fix the current broken bits, I figure getting some recommendations now will get me going quicker. Darren ________________________________________________________________________ This message has been checked for all known viruses by the CitC Virus Scanning Service powered by SkyLabs. For further information visit http://www.citc.it ___ From nessusred at yahoo.com Mon Nov 24 13:06:24 2003 From: nessusred at yahoo.com (Matthew Kasa) Date: Mon, 24 Nov 2003 10:06:24 -0800 (PST) Subject: [rt-users] Permission issue with Request Tracker Message-ID: <20031124180624.88026.qmail@web41409.mail.yahoo.com> I have successfully installed Request tracker but when I go to the RT site I get the following message. 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 102 context: ... 187: # whether they should generate a full stack trace (confess() and cluck()) 188: # or simply report the caller's package (croak() and carp()), respectively. 189: # confess() and croak() die, carp() and cluck() warn. 190: 191: sub croak { die shortmess @_ } 192: sub confess { die longmess @_ } 193: sub carp { warn shortmess @_ } 194: sub cluck { warn longmess @_ } 195: ... code stack: /usr/lib/perl5/5.8.0/Carp.pm:191 g /usr/lib/perl5/5.8.0/File/Path.pm:150 g /usr/lib/perl5/5.8.0/File/Path.pm:143 g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Compiler/ToObject.pm:102 g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:308 g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198 g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166 g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60 g /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265 g /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343 g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213 g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863 g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789 g /opt/rt3/bin/webmux.pl:134 g /dev/null:0 g I have searched and found this question asked several other times on the mailing list but none seem to have any answers that work. Does anybody know how to get around this error? Thanks in advance. __________________________________ Do you Yahoo!? Free Pop-Up Blocker - Get it now http://companion.yahoo.com/ From autrijus at autrijus.org Mon Nov 24 13:13:59 2003 From: autrijus at autrijus.org (Autrijus Tang) Date: Tue, 25 Nov 2003 02:13:59 +0800 Subject: [rt-users] Permission issue with Request Tracker In-Reply-To: <20031124180624.88026.qmail@web41409.mail.yahoo.com> References: <20031124180624.88026.qmail@web41409.mail.yahoo.com> Message-ID: <20031124181359.GA30411@aut.dyndns.org> On Mon, Nov 24, 2003 at 10:06:24AM -0800, Matthew Kasa wrote: > error: mkdir /opt/rt3/var/mason_data/obj: Permission > denied at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Compiler/ToObject.pm > I have searched and found this question asked several > other times on the mailing list but none seem to have > any answers that work. Does anybody know how to get > around this error? Thanks in advance. The easy way is to do this as root: mkdir -p /opt/rt3/var/mason_data chown -R www /opt/rt3/var/mason_data Switch "www" to the user that apache is running under 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 jesse at bestpractical.com Mon Nov 24 13:17:56 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 24 Nov 2003 13:17:56 -0500 Subject: [rt-users] Permission issue with Request Tracker In-Reply-To: <20031124181359.GA30411@aut.dyndns.org> References: <20031124180624.88026.qmail@web41409.mail.yahoo.com> <20031124181359.GA30411@aut.dyndns.org> Message-ID: <20031124181756.GO31337@fsck.com> On Tue, Nov 25, 2003 at 02:13:59AM +0800, Autrijus Tang wrote: > On Mon, Nov 24, 2003 at 10:06:24AM -0800, Matthew Kasa wrote: > > error: mkdir /opt/rt3/var/mason_data/obj: Permission > > denied at > > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Compiler/ToObject.pm > > I have searched and found this question asked several > > other times on the mailing list but none seem to have > > any answers that work. Does anybody know how to get > > around this error? Thanks in advance. > > The easy way is to do this as root: > > mkdir -p /opt/rt3/var/mason_data > chown -R www /opt/rt3/var/mason_data > > Switch "www" to the user that apache is running under It should be noted that if you'd supplied the --with-web-user and --with-web-groups parameters to configure when installing RT, this should have happened automatically. > 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 sturner at MIT.EDU Mon Nov 24 13:44:03 2003 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 24 Nov 2003 13:44:03 -0500 Subject: [rt-users] Suppressing Global Scrip Message-ID: <5.2.1.1.2.20031124133742.01f87658@po14.mit.edu> Hello, I'm playing with RT 3.0.6 to get an idea of how to customize it. I am trying to suppress a global scrip with no success. Here's what I'm trying - in global->config->scrips, for the "On Create AutoReply to Requestors with Global Template Autoreply" scrip, I put this in the "custom condition" text block ( and stopped/started the web server): 0; I though this would prevent the autoreply when I create a ticket - but I still get the autoreply mail messages. Can anyone see what I'm doing wrong? Thanks, Steve From jesse at bestpractical.com Mon Nov 24 13:48:19 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 24 Nov 2003 13:48:19 -0500 Subject: [rt-users] Suppressing Global Scrip In-Reply-To: <5.2.1.1.2.20031124133742.01f87658@po14.mit.edu> References: <5.2.1.1.2.20031124133742.01f87658@po14.mit.edu> Message-ID: <20031124184819.GP31337@fsck.com> On Mon, Nov 24, 2003 at 01:44:03PM -0500, Stephen Turner wrote: > > Hello, > > I'm playing with RT 3.0.6 to get an idea of how to customize it. I am trying > to suppress a global scrip with no success. > > Here's what I'm trying - in global->config->scrips, for the "On Create > AutoReply > to Requestors with Global Template Autoreply" scrip, I put this in the > "custom > condition" text block ( and stopped/started the web server): > the "Custom code" only applies for User Defined scrip actions/conditions as shipped out of the box... -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jschubert at linearcorp.com Sun Nov 23 14:23:08 2003 From: jschubert at linearcorp.com (John Schubert) Date: 23 Nov 2003 19:23:08 +0000 Subject: [rt-users] Performance (speed) of RT3 In-Reply-To: References: Message-ID: <1069615388.1957.8.camel@localhost.localdomain> On Thu, 2003-11-20 at 18:48, John Jasen wrote: > performance tuning is an art, not necessarily a science, and involves a > lot of knob twiddling, testing, twiddling and testing, twiddling and > testing ... > > And then your requirements change. :( Just wanted to thank everyone for the inputs. I popped the cover on my machine and found I'd been given a P1 CPU-based computer. A second computer, which was originally going to be a desktop running Win2k, had P3 450Mhz with 256 Meg of RAM, and so I just swapped drives over. So in effect I upgraded Linux to the P3 & 256 MB RAM and we'll see what m$ does with the slow P1 CPU & 128 MB RAM. Cutting to the chase, performance drastically increased and memory is now doubled. RH complained about new devices, but it was fairly easy to delete old configs and set new ones. I will still tweak Apache and mod_Perl, based on the recommendations here and the links. Finally, I'll get more performance by moving this server to a closet/bare desk and not running X/Gnome. Thanks again, John From nessusred at yahoo.com Mon Nov 24 15:03:55 2003 From: nessusred at yahoo.com (Matthew Kasa) Date: Mon, 24 Nov 2003 12:03:55 -0800 (PST) Subject: [rt-users] What to do with Sendmail? Message-ID: <20031124200355.77794.qmail@web41415.mail.yahoo.com> I now have everything up and running including the Request Tracker web interface. I am now trying to configure sendmail and am getting very lost. I have no experience with sendmail. I am wondering if there is a primer out there on configuring sendmail to work with Request tracker? Thanks in advance. __________________________________ Do you Yahoo!? Free Pop-Up Blocker - Get it now http://companion.yahoo.com/ From Keith.Hochberg at mtvi.com Mon Nov 24 18:31:38 2003 From: Keith.Hochberg at mtvi.com (Hochberg, Keith) Date: Mon, 24 Nov 2003 18:31:38 -0500 Subject: [rt-users] session_data Message-ID: <5F29693503507B4FB4032686ADF862673B5DAF@mtviny25.mtvi.com> Hi, I am running rt-3.0.6, httpd-2.0.40 and mysql-3.23. Can anyone tell me how to limit sessions to 600 minutes in RT3. I used to do it in RT2 with the... /opt/rt2/default/WebRT/sessiondata -type f -amin +600 -exec rm '{}' \; cron job. When I check /opt/rt3/var/session_data there doesn't seem to be anything in that dir or any in var for that matter. Any help is much appreciated! Thanks! -Keith From jesse at bestpractical.com Mon Nov 24 19:07:02 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 24 Nov 2003 19:07:02 -0500 Subject: [rt-users] session_data In-Reply-To: <5F29693503507B4FB4032686ADF862673B5DAF@mtviny25.mtvi.com> References: <5F29693503507B4FB4032686ADF862673B5DAF@mtviny25.mtvi.com> Message-ID: <20031125000702.GR31337@fsck.com> On Mon, Nov 24, 2003 at 06:31:38PM -0500, Hochberg, Keith wrote: > Hi, > > I am running rt-3.0.6, httpd-2.0.40 and mysql-3.23. Can anyone tell me > how to limit sessions to 600 minutes in RT3. I used to do it in RT2 > with the... /opt/rt2/default/WebRT/sessiondata -type f -amin +600 -exec > rm '{}' \; cron job. > > When I check /opt/rt3/var/session_data there doesn't seem to be anything > in that dir or any in var for that matter. You'd want to clean up the sessions table in the database > Any help is much appreciated! > > Thanks! > > -Keith > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 Tue Nov 25 04:46:51 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 25 Nov 2003 10:46:51 +0100 Subject: [rt-users] Recommended configuration for a stable working RT3 deployment In-Reply-To: References: Message-ID: <4BE13DD4-1F2C-11D8-BE5E-003065DC18B8@hamburg.fcb.com> Am 24.11.2003 um 17:19 schrieb Marshall, Darren: > Hi, > > I'm currently evaluating RT3 (3.0.5) on a server running Redhat 9 and > am experiencing problems with attachments and occasional Storable.xs > errors. > > My question is - > > What would be the recommended software configuration for running a > stable, fully functional RT3 deployment based on Linux?. RedHat 9 has a recorded history of having the 'wrong' versions of some packages, which have bugs that render RT3 problematic. People have been running RT3 on RedHat8, tweaked RedHat9, BSD, and debian boxen, AFAIR. There are also instructions available for instaling it onto a MacOSX Server. Basically, the idea is to stay away from mod_perl2, as it is not released yet, and updating the perl modules needed by RT. There are RT3 packages available for debian testing/unstable, I can't recall from the top of my head if there is also a backport to stable. We had great success using debian/unstable over here. Regards, Harald From darren.marshall at intechnology.co.uk Tue Nov 25 05:00:30 2003 From: darren.marshall at intechnology.co.uk (Marshall, Darren) Date: Tue, 25 Nov 2003 10:00:30 -0000 Subject: [rt-users] Recommended configuration for a stable working RT3 deployment Message-ID: Harald, Thanks for the info, I will maybe try Debian unstable, anyone else have any recommendations?. Cheers Darren -----Original Message----- From: Harald Wagener [mailto:hwagener at hamburg.fcb.com] Sent: 25 November 2003 09:47 To: Marshall, Darren Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Recommended configuration for a stable working RT3 deployment Am 24.11.2003 um 17:19 schrieb Marshall, Darren: > Hi, > > I'm currently evaluating RT3 (3.0.5) on a server running Redhat 9 and > am experiencing problems with attachments and occasional Storable.xs > errors. > > My question is - > > What would be the recommended software configuration for running a > stable, fully functional RT3 deployment based on Linux?. RedHat 9 has a recorded history of having the 'wrong' versions of some packages, which have bugs that render RT3 problematic. People have been running RT3 on RedHat8, tweaked RedHat9, BSD, and debian boxen, AFAIR. There are also instructions available for instaling it onto a MacOSX Server. Basically, the idea is to stay away from mod_perl2, as it is not released yet, and updating the perl modules needed by RT. There are RT3 packages available for debian testing/unstable, I can't recall from the top of my head if there is also a backport to stable. We had great success using debian/unstable over here. Regards, Harald ________________________________________________________________________ This message has been checked for all known viruses by the CitC Virus Scanning Service powered by SkyLabs. For further information visit http://www.citc.it ___ ________________________________________________________________________ This message has been checked for all known viruses by the CitC Virus Scanning Service powered by SkyLabs. For further information visit http://www.citc.it ___ From francesca.delcorso at fi.infn.it Tue Nov 25 05:22:08 2003 From: francesca.delcorso at fi.infn.it (Francesca Del Corso) Date: Tue, 25 Nov 2003 11:22:08 +0100 Subject: [rt-users] session timeout and a default change Message-ID: <000c01c3b33d$fb7a7770$149154c0@fi.infn.it> Hi all, First question: is it possibile to configure a timeout webRT session? I would like the Web RT page automatically logout after 10-15 minutes of no web rt use. Second question: when I click to Resolve a ticket I would like the rt web page shows 'Response to Requestors' in the Update Type field as default and not 'Comment (Not sent to Requestors)', which is the actual default. I search into /rt3/share/html/Ticket/Update.html and ModifyAll.html, /rt3/share/html/Search/Bulk.html but the changes made don't work fine. I have rt 3.0.6 installed. Thank you !! Francesca Del Corso -- Istituto Nazionale di Fisica Nucleare - Sez. Firenze c/o Polo Scientifico e Tecnologico via G. Sansone, 1 50019 Sesto Fiorentino (FI) Italy phone: +39-055-4572112 fax: +39-055-229330 e-mail:delcorso at fi.infn.it From ian.gilmour at ffei.co.uk Tue Nov 25 05:30:30 2003 From: ian.gilmour at ffei.co.uk (Ian Gilmour) Date: Tue, 25 Nov 2003 10:30:30 -0000 Subject: [rt-users] RT2 + stats package + fastcgi Message-ID: <334D05460466D311A5E8009027AC788603880B0E@hhmail1.hh.ffei.co.uk> We've been running RT1 to date - but now we'd like to add in attachments via the web gui. So I've just started evaluating RT2 running on Mandrake 9.1 using fastcgi (Mysql 4.0.11 and Apache 1.3.27 as supplied with Mandrake 9.1). I seem to have satisfied all the perl module dependancies, I've got the Web Gui up and running and I've ported across some RT1 tickets - so far so good. I can log in and at first glance all the ported data seems to be ok. So I thought I'd try adding in the stats package. I've loaded Apache::GD::Graph. And I've added the following to /etc/httpd/conf/commonhttpd.conf. SetHandler perl-script PerlHandler +Apache::GD::Graph I can access the http://localhost/rt2/Statistics/ page ok, and view the tables etc., but get no graphs. Anyone know what I need to do to see the graphs? cheers, Ian PS Apologies for the sig below - I have no control over it! ---------------------------------------------------------------------------- CONFIDENTIALITY AND DISCLAIMER NOTICE This message and any attachment is confidential and is protected by copyright. If you are not the intended recipient, please email the sender or telephone +44 (0)1442 213440 and delete this message and any attachment from your system. Dissemination and or copying of this email is prohibited if you are not the intended recipient. We believe, but do not warrant, that this email and any attachments are virus free. You should take full responsibility for virus checking. No responsibility is accepted by FUJIFILM Electronic Imaging Limited for personal emails or emails unconnected with FUJIFILM Electronic Imaging Limited's business. ---------------------------------------------------------------------------- From cubic at acronis.ru Tue Nov 25 05:54:41 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 25 Nov 2003 13:54:41 +0300 Subject: [rt-users] session timeout and a default change In-Reply-To: <000c01c3b33d$fb7a7770$149154c0@fi.infn.it> References: <000c01c3b33d$fb7a7770$149154c0@fi.infn.it> Message-ID: <3FC334F1.7040407@acronis.ru> Francesca Del Corso wrote: > Hi all, > > First question: is it possibile to configure a timeout webRT session? I > would like the Web RT page automatically logout after 10-15 minutes of > no web rt use. I think you can do it. You should modify SetupSessionCookie file. Now there is 'session cookie' used, but you can add expration period(eg Expires => '+10m'). But also you have to change this file in next way: it must must update user's cookie on every request even if user allready has setuped cookie in other case user would be logged out after 15min even if he was doing any request to RT during this period of time. I hope this can help you. Ruslan. > > Second question: when I click to Resolve a ticket I would like the rt > web page shows 'Response to Requestors' in the Update Type field as > default and not 'Comment (Not sent to Requestors)', which is the actual > default. I search into /rt3/share/html/Ticket/Update.html and > ModifyAll.html, /rt3/share/html/Search/Bulk.html but the changes made > don't work fine. > You have to change rt3/share/html/Ticket/Elements/Tabs:136 Action=Comment to Action=Correspond Or add your custom Tab, something like 'Resolve with Reply' Good luck. Ruslan. > I have rt 3.0.6 installed. > > Thank you !! > > Francesca Del Corso From peter at venturenet.co.za Tue Nov 25 06:18:04 2003 From: peter at venturenet.co.za (Peter Kolbe) Date: 25 Nov 2003 13:18:04 +0200 Subject: [rt-users] This users n highest tickets Message-ID: <1069759084.23887.1.camel@peter> Hi, How do I change it from showing 10 highest tickets to 20 highest tickets. rt-3-0-7_01 which file would I edit? Peter -- Peter Kolbe -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at linuxguy.com Tue Nov 25 06:21:48 2003 From: rt at linuxguy.com (Walt Reed) Date: Tue, 25 Nov 2003 06:21:48 -0500 Subject: [rt-users] Recommended configuration for a stable working RT3 deployment In-Reply-To: References: Message-ID: <20031125112148.GA29410@hubinternet.com> On Tue, Nov 25, 2003 at 10:00:30AM -0000, Marshall, Darren said: > From: Harald Wagener [mailto:hwagener at hamburg.fcb.com] >> Am 24.11.2003 um 17:19 schrieb Marshall, Darren: >>> >>> I'm currently evaluating RT3 (3.0.5) on a server running Redhat 9 and >>> am experiencing problems with attachments and occasional Storable.xs >>> errors. >>> >>> My question is - >>> >>> What would be the recommended software configuration for running a >>> stable, fully functional RT3 deployment based on Linux?. >> >> RedHat 9 has a recorded history of having the 'wrong' versions of some >> packages, which have bugs that render RT3 problematic. > > Thanks for the info, I will maybe try Debian unstable, anyone else have any recommendations?. Due to the nit picky dependencies and required compiler options of all the various components, IMHO the best way to handle this is to download and compile all the various bits and pieces and installed them in a local tree (such as /usr/local.) When I say "all the bits and pieces", I'm referring to perl, apache, mod_perl, and all the perl modules. You might get away with the version of MySQL that comes with the OS however. It seems like a large task (and IS to a certain extent) but it's well worth it in the long run. You are creating a stable environment so that it's MUCH less likely that OS changes / upgrades will break your RT environment. If you are creating a production installation, this is what I would recommend. Debian unstable changes a LOT. If you keep your system up to date, RT will eventually break. HOWEVER, RT is also a debian package. You can just "apt-get install request-tracker3" and go. This "should" always work, but again: you are working with an unstable branch. From peter at venturenet.co.za Tue Nov 25 06:22:30 2003 From: peter at venturenet.co.za (Peter Kolbe) Date: 25 Nov 2003 13:22:30 +0200 Subject: [rt-users] This users n highest tickets In-Reply-To: <1069759084.23887.1.camel@peter> References: <1069759084.23887.1.camel@peter> Message-ID: <1069759350.23887.3.camel@peter> OOPS Stupid me I just had to look in the RT_Config file Set($MyTicketsLength, 10); Peter On Tue, 2003-11-25 at 13:18, Peter Kolbe wrote: > Hi, > How do I change it from showing 10 highest tickets to 20 highest > tickets. > > rt-3-0-7_01 > > which file would I edit? > > Peter > -- > Peter Kolbe > > ______________________________________________________________________ > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Peter Kolbe -------------- next part -------------- An HTML attachment was scrubbed... URL: From Scott.Carpenter at dc.gov Tue Nov 25 08:29:08 2003 From: Scott.Carpenter at dc.gov (Carpenter, Scott (OCTO)) Date: Tue, 25 Nov 2003 08:29:08 -0500 Subject: [rt-users] Custom Field Pairs Message-ID: <55B3FA88F3E9384CA28AA0471794213502245875@sojsdc001.dc.gov> Is there a way to create custom fields that have relationships? What I would like to do is have an IP address associated with an NT domain like this: NT1_DOMAIN 10.1.1.1 NT2_DOMAIN 10.2.3.2 WORKGROUP 192.168.4.3 If not, how can I put this in as a feature request? Thanks, Scott Carpenter DCERT Engineer City Wide Information Technology Security (CWITS) scott.carpenter at dc.gov -------------- next part -------------- An HTML attachment was scrubbed... URL: From hwagener at hamburg.fcb.com Tue Nov 25 08:33:00 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 25 Nov 2003 14:33:00 +0100 Subject: [rt-users] RT2 + stats package + fastcgi In-Reply-To: <334D05460466D311A5E8009027AC788603880B0E@hhmail1.hh.ffei.co.uk> References: <334D05460466D311A5E8009027AC788603880B0E@hhmail1.hh.ffei.co.uk> Message-ID: Am 25.11.2003 um 11:30 schrieb Ian Gilmour: > > > I can access the http://localhost/rt2/Statistics/ page ok, and view the > tables etc., but get no graphs. > > Anyone know what I need to do to see the graphs? > Which version of the statistics package did You install? Where did You download it? Regards, Harald Wagener From john at trdlnk.com Tue Nov 25 08:33:27 2003 From: john at trdlnk.com (John Giles) Date: Tue, 25 Nov 2003 07:33:27 -0600 Subject: [rt-users] Show the entire Incoming queue on HOME page !!! In-Reply-To: <1069759084.23887.1.camel@peter> References: <1069759084.23887.1.camel@peter> Message-ID: I'm not interested in showing the 10 Highest Tickets I Requested on the HOME page. Is it possible to remove that field and show the entire Incoming queue below the 10 Tickets I Own ?? I remember someone was trying to do this in RT2 but I never heard if it was actually completed. Thank you John Giles TradeLink LLC john at trdlnk.com From hwagener at hamburg.fcb.com Tue Nov 25 08:36:41 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 25 Nov 2003 14:36:41 +0100 Subject: [rt-users] Recommended configuration for a stable working RT3 deployment In-Reply-To: <20031125112148.GA29410@hubinternet.com> References: <20031125112148.GA29410@hubinternet.com> Message-ID: <66DAC21D-1F4C-11D8-BE5E-003065DC18B8@hamburg.fcb.com> Am 25.11.2003 um 12:21 schrieb Walt Reed: > > On Tue, Nov 25, 2003 at 10:00:30AM -0000, Marshall, Darren said: >> From: Harald Wagener [mailto:hwagener at hamburg.fcb.com] >>> Am 24.11.2003 um 17:19 schrieb Marshall, Darren: >>>> question is - >>>> >>>> What would be the recommended software configuration for running a >>>> stable, fully functional RT3 deployment based on Linux?. >>> >>> RedHat 9 has a recorded history of having the 'wrong' versions of >>> some >>> packages, which have bugs that render RT3 problematic. >> >> Thanks for the info, I will maybe try Debian unstable, anyone else >> have any recommendations?. > > [snip] > IMHO the best way to handle this is to download > and compile all the various bits and pieces and installed them in a > local tree (such as /usr/local.) [snip] > It seems like a large task (and IS to a certain extent) but it's well > worth it in the long run. This is how I got RT3 working for RH9, so it is a way to go. > Debian unstable changes a LOT. If you keep your system up to date, RT > will eventually break. Yes, You have to be careful. > HOWEVER, RT is also a debian package. You can just "apt-get install > request-tracker3" and go. This "should" always work, but again: you are > working with an unstable branch. You can also go with testing. Again, I don't remember if there is a backport to stable. Regards, Harald From ian.gilmour at ffei.co.uk Tue Nov 25 08:48:59 2003 From: ian.gilmour at ffei.co.uk (Ian Gilmour) Date: Tue, 25 Nov 2003 13:48:59 -0000 Subject: [rt-users] RT2 + stats package + fastcgi Message-ID: <334D05460466D311A5E8009027AC788603880B12@hhmail1.hh.ffei.co.uk> Harald, I got it from http://www.tzi.de/~hollow/stats.tar.gz. Is there a later/alternate version? cheers, Ian > -----Original Message----- > From: Harald Wagener [mailto:hwagener at hamburg.fcb.com] > Sent: Tuesday, November 25, 2003 1:33 PM > To: Ian Gilmour > Cc: 'rt-users at lists.fsck.com' > Subject: Re: [rt-users] RT2 + stats package + fastcgi > > > > Am 25.11.2003 um 11:30 schrieb Ian Gilmour: > > > > > > I can access the http://localhost/rt2/Statistics/ page ok, > and view the > > tables etc., but get no graphs. > > > > Anyone know what I need to do to see the graphs? > > > > Which version of the statistics package did You install? > Where did You > download it? > > Regards, > Harald Wagener > ---------------------------------------------------------------------------- CONFIDENTIALITY AND DISCLAIMER NOTICE This message and any attachment is confidential and is protected by copyright. If you are not the intended recipient, please email the sender or telephone +44 (0)1442 213440 and delete this message and any attachment from your system. Dissemination and or copying of this email is prohibited if you are not the intended recipient. We believe, but do not warrant, that this email and any attachments are virus free. You should take full responsibility for virus checking. No responsibility is accepted by FUJIFILM Electronic Imaging Limited for personal emails or emails unconnected with FUJIFILM Electronic Imaging Limited's business. ---------------------------------------------------------------------------- From einar.fagertun at cc.uit.no Tue Nov 25 08:59:33 2003 From: einar.fagertun at cc.uit.no (Einar Fagertun) Date: Tue, 25 Nov 2003 14:59:33 +0100 Subject: [rt-users] TR does not give rights to the groups. Message-ID: I have a problem with assigning rights to groups ie: I want the group 'Orakel' to be given the right to se the queue 'medfak'. I choose the right 'see queue' and press submit, but for some reason the right is not given to that group. Specs: RT 3.0.5 , mysql, redhat 9, apache Sincerily Einar Fagertun From les at futuresource.com Mon Nov 24 09:31:07 2003 From: les at futuresource.com (Les Mikesell) Date: Mon, 24 Nov 2003 08:31:07 -0600 Subject: [rt-users] Recommended configuration for a stable working RT3deployment References: <20031125112148.GA29410@hubinternet.com> Message-ID: <010801c3b297$9f04bec0$0300a8c0@futuresource.com> From: "Walt Reed" > > Due to the nit picky dependencies and required compiler options of all > the various components, IMHO the best way to handle this is to download > and compile all the various bits and pieces and installed them in a > local tree (such as /usr/local.) When I say "all the bits and pieces", > I'm referring to perl, apache, mod_perl, and all the perl modules. You > might get away with the version of MySQL that comes with the OS however. I haven't tried it yet myself, but RH9 should work with the stock programs if you install RT3 to run under fastcgi instead of mod_perl. RH7.3 should also work with a copy of perl 5.8.x compiled in /usr/local/ and used for fastcgi execution. You want the latest rpm updates of course, and perl modules from CPAN. Mysql or postgres can be replaced with newer releases with available RPMs. > It seems like a large task (and IS to a certain extent) but it's well > worth it in the long run. You are creating a stable environment so that > it's MUCH less likely that OS changes / upgrades will break your RT > environment. If you are creating a production installation, this is what > I would recommend. On the flip side doing that means you will have to repeat the process for every update to perl, apache, mod_perl, etc. instead of just running up2date, apt-get, yum, or whatever handy method is available for stock system programs. --- Les Mikesell les at futuresource.com From rt-user at balonis.com Tue Nov 25 10:40:52 2003 From: rt-user at balonis.com (Frank Balonis) Date: Tue, 25 Nov 2003 10:40:52 -0500 Subject: [rt-users] Mailgate errors RT 3 Message-ID: <20031125154052.GA4332@patrick.balonis.com> I have RT 3.0.6 running on a Debian system. Everything was working fine but I made some changes to the RT.SiteConfig and installed apache-ssl to use a virtual host with HTTPS. I'm not exactly sure at what point the mailgate stopped working but I can create, correspond, reply, etc from the web interface but I cannot use the rt-mailgate command any longer. Since the --url option does not support HTTPS I followed the advice of another posting to configure apache to respond to localhost. I keep recieving these errors: (Deferred: prog mailer (/usr/lib/sm.bin/smrsh) exited with EX) "|/usr/bin/rt-mailgate --debug --queue --url http://localhost" Part of the error message recieved from deferred message:
Can't use string (&quot;SessionType&quot;) as a HASH ref while &quot;strict refs&quot; in use at /usr/share/perl5/RT/Interface/Email.pm line 406

There is quite a bit more in the deferred email notification but this looks like the start of the issue.  Has anyone seen this problem before.

Thanks in advance for any help.

Frank Balonis


From Scott.Carpenter at dc.gov  Tue Nov 25 11:28:36 2003
From: Scott.Carpenter at dc.gov (Carpenter, Scott (OCTO))
Date: Tue, 25 Nov 2003 11:28:36 -0500
Subject: [rt-users] Cc and admincc addresses
Message-ID: <55B3FA88F3E9384CA28AA0471794213502245880@sojsdc001.dc.gov>

Cc and admincc addresses are not showing up on email replies etc. when sent
from rt to MS Exchange? Where should I be looking to make these appear?
 
sendmail 8.2.8
Rh9
rt3

Thanks,

Scott Carpenter
DCERT Engineer

scott.carpenter at dc.gov


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From victor at ambra.ro  Tue Nov 25 11:27:00 2003
From: victor at ambra.ro (victor)
Date: Tue, 25 Nov 2003 18:27:00 +0200 (EET)
Subject: [rt-users] wChanging languages
Message-ID: <1685.192.168.250.56.1069777620.squirrel@www.ambra.ro>

I have rt-3.0.6.
How can I change languages?

Thank you.





From bill at daze.net  Tue Nov 25 11:58:20 2003
From: bill at daze.net (bill at daze.net)
Date: Tue, 25 Nov 2003 08:58:20 -0800 (PST)
Subject: [rt-users] Re: Recommended configuration for a stable working RT3
	deployment
In-Reply-To: <20031125102301.386F61138C@pallas.eruditorum.org>
References: <20031125102301.386F61138C@pallas.eruditorum.org>
Message-ID: <20031125085257.W78607@droid.daze.net>


> Thanks for the info, I will maybe try Debian unstable, anyone else have
> any recommendations?.

I didn't reply the first time around because it's not Linux, however
FreeBSD is a very stable environment for running RT.  We are in our fourth
year of using RT (started with v1 now using v3) on FreeBSD and I would do
it all over again.


From jim.rowan at starcore-dsp.com  Tue Nov 25 12:07:05 2003
From: jim.rowan at starcore-dsp.com (Jim Rowan)
Date: Tue, 25 Nov 2003 11:07:05 -0600
Subject: [rt-users] Re: Recommended configuration for a stable working
	RT3deployment
Message-ID: 

I'll second that.  I have been watching all the noise on the list about
RH, (seems like particularly RH9) but didn't want to fan the OS wars
flame.  Our experience with FreeBSD 4.8 (now 4.9) and Postgres 7.3 has
been extremely smooth and stable.  We're currently on 3.06.

> -----Original Message-----
> From: bill at daze.net [mailto:bill at daze.net] 
> Sent: Tuesday, November 25, 2003 10:58 AM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Re: Recommended configuration for a 
> stable working RT3deployment 
> 
> > Thanks for the info, I will maybe try Debian unstable, anyone else 
> > have any recommendations?.
> 
> I didn't reply the first time around because it's not Linux, 
> however FreeBSD is a very stable environment for running RT.  
> We are in our fourth year of using RT (started with v1 now 
> using v3) on FreeBSD and I would do it all over again. 



From karn at routehero.com  Tue Nov 25 12:10:42 2003
From: karn at routehero.com (Scott T. Cameron)
Date: Tue, 25 Nov 2003 09:10:42 -0800
Subject: [rt-users] RT3 encryption
Message-ID: <20031125171042.GA51935@routehero.com>

Hi there,

How are the passwords stored in the database?  It looks like an MD5 hash without a salt.  We're attempting to migrate from the internal auth to external authentication, but don't want to go and ask the users for their passwords.  I extracted the hashes from the Users table, but there is no salt.  Is it stored somewhere else?  Extrapolated based on certain criteria?

Can anyone offer some insight?

Regards,
Scott


From alex at nc-rj.rnp.br  Tue Nov 25 12:23:16 2003
From: alex at nc-rj.rnp.br (Alex Soares de Moura)
Date: Tue, 25 Nov 2003 15:23:16 -0200
Subject: [rt-users] Re: Recommended configuration for a stable working
	RT3deployment
In-Reply-To: 
References: 
Message-ID: <3FC39004.6050803@nc-rj.rnp.br>

Also, the ports system in FreeBSD can alleviate the burden
in installing most of the RT dependencies, including RT itself,
with very few commands. In theory, just a "cd /usr/ports && make install rt3"
downloads and installs everything needed.

Alex

Jim Rowan wrote:
> I'll second that.  I have been watching all the noise on the list about
> RH, (seems like particularly RH9) but didn't want to fan the OS wars
> flame.  Our experience with FreeBSD 4.8 (now 4.9) and Postgres 7.3 has
> been extremely smooth and stable.  We're currently on 3.06.
> 
> 
>>-----Original Message-----
>>From: bill at daze.net [mailto:bill at daze.net] 
>>Sent: Tuesday, November 25, 2003 10:58 AM
>>To: rt-users at lists.fsck.com
>>Subject: [rt-users] Re: Recommended configuration for a 
>>stable working RT3deployment 
>>
>>
>>>Thanks for the info, I will maybe try Debian unstable, anyone else 
>>>have any recommendations?.
>>
>>I didn't reply the first time around because it's not Linux, 
>>however FreeBSD is a very stable environment for running RT.  
>>We are in our fourth year of using RT (started with v1 now 
>>using v3) on FreeBSD and I would do it all over again. 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm




From autrijus at autrijus.org  Tue Nov 25 12:23:28 2003
From: autrijus at autrijus.org (Autrijus Tang)
Date: Wed, 26 Nov 2003 01:23:28 +0800
Subject: [rt-users] Re: Recommended configuration for a stable working
	RT3deployment
In-Reply-To: 
References: 
Message-ID: <20031125172328.GA33493@aut.dyndns.org>

On Tue, Nov 25, 2003 at 11:07:05AM -0600, Jim Rowan wrote:
> I'll second that.  I have been watching all the noise on the list about
> RH, (seems like particularly RH9) but didn't want to fan the OS wars
> flame.  Our experience with FreeBSD 4.8 (now 4.9) and Postgres 7.3 has
> been extremely smooth and stable.  We're currently on 3.06.

Being the author/maintainer of said FreeBSD ports, I'd also like
to second that.

All our production level RT servers run FreeBSD4 + MySQL; most of my
clients also run FreeBSD 4/5 + (Pg|MySQL) -- the rest of them are on
Win32, due mostly to inertia. ;)

Thanks,
/Autrijus/
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From autrijus at autrijus.org  Tue Nov 25 12:27:54 2003
From: autrijus at autrijus.org (Autrijus Tang)
Date: Wed, 26 Nov 2003 01:27:54 +0800
Subject: [rt-users] Re: Recommended configuration for a stable working
	RT3deployment
In-Reply-To: <3FC39004.6050803@nc-rj.rnp.br>
References: 
	<3FC39004.6050803@nc-rj.rnp.br>
Message-ID: <20031125172754.GA33552@aut.dyndns.org>

On Tue, Nov 25, 2003 at 03:23:16PM -0200, Alex Soares de Moura wrote:
> Also, the ports system in FreeBSD can alleviate the burden
> in installing most of the RT dependencies, including RT itself,
> with very few commands. In theory, just a "cd /usr/ports && make install 
> rt3" downloads and installs everything needed.

Pedantic correction -- it's:

    cd /usr/ports/www/rt3
    make install

The command you typed above would inadvertantly install everything
into the ports collection. :-)

Thanks,
/Autrius/
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From RT at intercept.net  Tue Nov 25 13:05:13 2003
From: RT at intercept.net (RT)
Date: Tue, 25 Nov 2003 13:05:13 -0500
Subject: [rt-users] BridgeTrak <-> rt3
Message-ID: 

I've used bridgetrak before, using an accessdb and ms sql. Both apps can
be customized out the waaazooo, so who knows. Both systems can send out
and receive e-mail. It's better to go with a single platform for the
enterprise than 2 sep apps, cause we ran into problems where other
departments needed to access the data in the ticketing system. What a
mess... reporting in bridgtrak is very good... If they wanna spend money
on bridgtrak, make sure they get premium support, cause your gonna need
it.

-----Original Message-----
From: christian janssen [mailto:proftp_cj at kdd.de] 
Posted At: Monday, November 24, 2003 11:08 AM
Posted To: RT
Conversation: [rt-users] BridgeTrak <-> rt3
Subject: [rt-users] BridgeTrak <-> rt3


Hello,

I've a questions regarding BridgeTrak from Kemma Soft.

Unfortunately It seems that one of our IT departments will use
BridgeTrak 
as Help Desk Software [because of enhanced CRM] in the future (directors

decision ;-( , I suggest rt3)

We already use RT2 in one dep. (of course stable) / Now again another 
System - freaky.

1) Did somebody have experience with this Software, If yes, which one ?

2) Could there a possibility that BridgeTrak and RT3 maybe interact
between 
each other (handover tasks, custDB).
         HelpDesk        - BT
         engineering/ISP - RT3

3) Converting BT to RT3 in the future ?

Especial comments to 1) could be useful to change the mind. I already
tried 
nearly all arguments, but ...

thank you very much

cheers
Christian  

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


From alex at nc-rj.rnp.br  Tue Nov 25 13:23:02 2003
From: alex at nc-rj.rnp.br (Alex Soares de Moura)
Date: Tue, 25 Nov 2003 16:23:02 -0200
Subject: [rt-users] Re: Recommended configuration for a stable working
	RT3deployment
In-Reply-To: <20031125172754.GA33552@aut.dyndns.org>
References: 
	<3FC39004.6050803@nc-rj.rnp.br>
	<20031125172754.GA33552@aut.dyndns.org>
Message-ID: <3FC39E06.9060702@nc-rj.rnp.br>

Autrijus Tang wrote:
> On Tue, Nov 25, 2003 at 03:23:16PM -0200, Alex Soares de Moura wrote:
> 
>>Also, the ports system in FreeBSD can alleviate the burden
>>in installing most of the RT dependencies, including RT itself,
>>with very few commands. In theory, just a "cd /usr/ports && make install 
>>rt3" downloads and installs everything needed.
> 
> 
> Pedantic correction -- it's:
> 
>     cd /usr/ports/www/rt3
>     make install
> 
> The command you typed above would inadvertantly install everything
> into the ports collection. :-)

Sorry, for that. I meant:

portinstall rt3


Alex



From jschubert at linearcorp.com  Tue Nov 25 05:59:53 2003
From: jschubert at linearcorp.com (John Schubert)
Date: 25 Nov 2003 10:59:53 +0000
Subject: [rt-users] Recommended configuration for a stable working RT3
	deployment
In-Reply-To: 
References: 
Message-ID: <1069757993.1957.306.camel@localhost.localdomain>

After spending several weeks (little over a month) trying to get RH8 to
work with RT, I decided to regress to 7.3.  I've set up many systems
with the older versions of Apache and mod_perl, so I don't really see a
current need to have the very latest and greatest.

My suggestion would be to install RH 7.3, remove the RPMs for Apache and
mod_perl.   Download the source for apache 1.3.29, mod_perl 1.29, MySQL
server client and development (you have to download the MySQL
development package...it's buried in the docs, but you must have it for
RT).

John

On Tue, 2003-11-25 at 10:00, Marshall, Darren wrote:
> Harald,
> 
> Thanks for the info, I will maybe try Debian unstable, anyone else have any recommendations?.
> 
> Cheers Darren



From rt at linuxguy.com  Tue Nov 25 14:09:35 2003
From: rt at linuxguy.com (Walt Reed)
Date: Tue, 25 Nov 2003 14:09:35 -0500
Subject: [rt-users] Recommended configuration for a stable working RT3
	deployment
In-Reply-To: <1069757993.1957.306.camel@localhost.localdomain>
References: 
	<1069757993.1957.306.camel@localhost.localdomain>
Message-ID: <20031125190935.GA30944@hubinternet.com>

On Tue, Nov 25, 2003 at 10:59:53AM +0000, John Schubert said:
> After spending several weeks (little over a month) trying to get RH8 to
> work with RT, I decided to regress to 7.3.  I've set up many systems
> with the older versions of Apache and mod_perl, so I don't really see a
> current need to have the very latest and greatest.

Huh. I'm running it on RH8, but again: I compiled all my own stuff and
did not rely on the redhat binaries. 
 
> My suggestion would be to install RH 7.3, remove the RPMs for Apache and
> mod_perl.   Download the source for apache 1.3.29, mod_perl 1.29, MySQL
> server client and development (you have to download the MySQL
> development package...it's buried in the docs, but you must have it for
> RT).

If you are going to go through the trouble and compile your own
binaries, you also might as well go with a modern version of the OS.
Remember that all non-enterprise versions of RedHat are EOL at this
point. You may want to consider Suse, Mandrake, Debian, or even
Enterprise RH.



From jesse at bestpractical.com  Tue Nov 25 14:21:25 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 25 Nov 2003 14:21:25 -0500
Subject: [rt-users] Cc and admincc addresses
In-Reply-To: <55B3FA88F3E9384CA28AA0471794213502245880@sojsdc001.dc.gov>
References: <55B3FA88F3E9384CA28AA0471794213502245880@sojsdc001.dc.gov>
Message-ID: <20031125192125.GL31337@fsck.com>




On Tue, Nov 25, 2003 at 11:28:36AM -0500, Carpenter, Scott (OCTO) wrote:
> Cc and admincc addresses are not showing up on email replies etc. when sent
> from rt to MS Exchange? Where should I be looking to make these appear?

RT mostly Bccs things, rather than explicitly Ccing them, in an effort
to prevent end-users from replying directly to ccs/adminccs, rather than
through RT.

> sendmail 8.2.8
> Rh9
> rt3
> 
> Thanks,
> 
> Scott Carpenter
> DCERT Engineer
> 
> scott.carpenter at dc.gov
> 
> 

> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 blabj at dainty.ca  Tue Nov 25 14:52:12 2003
From: blabj at dainty.ca (BJ Blanchard)
Date: 25 Nov 2003 14:52:12 -0500
Subject: [rt-users] Cc and admincc addresses
In-Reply-To: <20031125192125.GL31337@fsck.com>
References: <55B3FA88F3E9384CA28AA0471794213502245880@sojsdc001.dc.gov>
	<20031125192125.GL31337@fsck.com>
Message-ID: <1069789931.14422.247.camel@daintywn.dainty.ca>

> On Tue, Nov 25, 2003 at 11:28:36AM -0500, Carpenter, Scott (OCTO)
> wrote:
> > Cc and admincc addresses are not showing up on email replies etc.
> when sent
> > from rt to MS Exchange? Where should I be looking to make these
> appear?
> 
> RT mostly Bccs things, rather than explicitly Ccing them, in an effort
> to prevent end-users from replying directly to ccs/adminccs, rather
> than
> through RT.
> 

To get around this I've created queue templates which contain the
following:

Correspondence Template:

Email Recipients
       Requestor: {$Ticket->RequestorAddresses}
{ if ($tcc=$Ticket->CcAddresses) { "      Ticket Ccs: " . $tcc } }
{ if ($qcc=$Ticket->QueueObj->CcAddresses) { "       Queue Ccs: " . $qcc
} }
{ if ($acc=$Ticket->AdminCcAddresses) { " Ticket AdminCcs: " . $acc } }
  Queue AdminCcs: {$Ticket->QueueObj->AdminCcAddresses}

Comment Template:

Email Recipients
{ if ($acc=$Ticket->AdminCcAddresses) { "Ticket AdminCcs: " . $acc } }
  Queue AdminCcs: {$Ticket->QueueObj->AdminCcAddresses}


This way, it avoids the "Reply to All" scenario, but shows who received
them email.

It was a common complaint... "How do I know if anyone else received
this!?"

BJ.



From marziani at oasis.com  Tue Nov 25 16:22:51 2003
From: marziani at oasis.com (Michael Marziani)
Date: Tue, 25 Nov 2003 15:22:51 -0600
Subject: [rt-users] Recommended configuration for a stable working
	RT3deployment
In-Reply-To: <20031125190935.GA30944@hubinternet.com>
Message-ID: 

I can vouch for debian/unstable.  apt-get install request-tracker3 and
you're pretty much in business.  You need to edit the RT config file, but
that's it.  Read the docs in /usr/share/doc/request-tracker3/ and you'll be
fine.  All the dependencies are installed for you and I got the whole thing
set up in an hour or less.

As to the stability of debian/unstable, in my experience it's been as stable
as most other distros primary branch.  You just can't indiscriminantly
'apt-get update; apt-get upgrade' (which you shouldn't do anyway, but is
usually pretty safe running stable).  Make sure you see and understand what
packages are going to be upgraded each time and don't upgrade the ones that
might cause problems, or upgrade them on a test box first.

-Michael


-----Original Message-----
From: rt-users-bounces at lists.fsck.com
[mailto:rt-users-bounces at lists.fsck.com]On Behalf Of Walt Reed
Sent: Tuesday, November 25, 2003 1:10 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Recommended configuration for a stable working
RT3deployment


On Tue, Nov 25, 2003 at 10:59:53AM +0000, John Schubert said:
> After spending several weeks (little over a month) trying to get RH8 to
> work with RT, I decided to regress to 7.3.  I've set up many systems
> with the older versions of Apache and mod_perl, so I don't really see a
> current need to have the very latest and greatest.

Huh. I'm running it on RH8, but again: I compiled all my own stuff and
did not rely on the redhat binaries.

> My suggestion would be to install RH 7.3, remove the RPMs for Apache and
> mod_perl.   Download the source for apache 1.3.29, mod_perl 1.29, MySQL
> server client and development (you have to download the MySQL
> development package...it's buried in the docs, but you must have it for
> RT).

If you are going to go through the trouble and compile your own
binaries, you also might as well go with a modern version of the OS.
Remember that all non-enterprise versions of RedHat are EOL at this
point. You may want to consider Suse, Mandrake, Debian, or even
Enterprise RH.

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From rt-user at balonis.com  Tue Nov 25 16:45:29 2003
From: rt-user at balonis.com (Frank Balonis)
Date: Tue, 25 Nov 2003 16:45:29 -0500
Subject: [rt-users] Mailgate errors RT 3
In-Reply-To: <20031125154052.GA4332@patrick.balonis.com>
References: <20031125154052.GA4332@patrick.balonis.com>
Message-ID: <20031125214528.GA12177@patrick.balonis.com>

Here is an updated output of my error message:

error:   	Can't use string ("SessionType") as a HASH ref while "strict refs" in use at /usr/share/perl5/RT/Interface/Email.pm line 406.
context:  	
...  	
402:  	
403:  	sub Gateway {
404:  	my $argsref = shift;
405:  	
406:  	my %args = %$argsref;
407:  	
408:  	# Set some reasonable defaults
409:  	$args{'action'} = 'correspond' unless ( $args{'action'} );
410:  	$args{'queue'} = '1' unless ( $args{'queue'} );
...  	
code stack:  	/usr/share/perl5/RT/Interface/Email.pm:406
/usr/share/request-tracker3/html/REST/1.0/NoAuth/mail-gateway:32

Thanks for any help.

Frank Balonis


From proftp_cj at kdd.de  Tue Nov 25 15:59:32 2003
From: proftp_cj at kdd.de (christian janssen)
Date: Tue, 25 Nov 2003 21:59:32 +0100
Subject: [rt-users] Recommended configuration for a stable working
	RT3 deployment
In-Reply-To: <20031125190935.GA30944@hubinternet.com>
References: 
	<1069757993.1957.306.camel@localhost.localdomain>
	<20031125190935.GA30944@hubinternet.com>
Message-ID: <6.0.0.22.0.20031125215253.01d60208@195.82.63.16>


>Remember that all non-enterprise versions of RedHat are EOL at this
>point. You may want to consider Suse, Mandrake, Debian, or even
>Enterprise RH.

I run my test system at  Debian Sarge, it's fine !!

For RH EOL, unfortunately, we run many RH "boxen" (one with RT2) and think 
to switch over soon to woody, or next year to sarge, because I searched for 
a fedora eol statement of "eratas/bugfixes", and I couldn't find?

Cheers
Chris 



From eric at opelousas.org  Tue Nov 25 17:34:37 2003
From: eric at opelousas.org (Eric G Ortego)
Date: Tue, 25 Nov 2003 16:34:37 -0600
Subject: [rt-users] User Modules
Message-ID: <3FC3D8FD.2080404@opelousas.org>

Im trying to create a user module for my existing webmail(sqwebmail), 
the tiki webmail doesnot have imap support. I would like to see my 
webmail module place the existing page in tikiwiki's center "frame" but 
am not familliar enough with smarty to hack it in, anyone know of an 
easy way I might do this?



From eric at opelousas.org  Tue Nov 25 17:39:05 2003
From: eric at opelousas.org (Eric G Ortego)
Date: Tue, 25 Nov 2003 16:39:05 -0600
Subject: [rt-users] User Modules
In-Reply-To: <3FC3D8FD.2080404@opelousas.org>
References: <3FC3D8FD.2080404@opelousas.org>
Message-ID: <3FC3DA09.3080202@opelousas.org>

whoops Ignore that wrong mailing list :-[

Eric G Ortego wrote:

> Im trying to create a user module for my existing webmail(sqwebmail), 
> the tiki webmail doesnot have imap support. I would like to see my 
> webmail module place the existing page in tikiwiki's center "frame" 
> but am not familliar enough with smarty to hack it in, anyone know of 
> an easy way I might do this?
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>



From pdh at snapgear.com  Tue Nov 25 17:41:59 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 26 Nov 2003 08:41:59 +1000
Subject: [rt-users] TR does not give rights to the groups.
In-Reply-To: 
References: 
Message-ID: <20031125224159.GA3835@moreton.com.au>

Einar Fagertun wrote:
> I choose the right 'see queue' and press submit, but for some reason
> the right is not given to that group.

Are you doing this as a user with SuperUser rights?
-- 
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 snapgear.com  Tue Nov 25 17:44:12 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 26 Nov 2003 08:44:12 +1000
Subject: [rt-users] wChanging languages
In-Reply-To: <1685.192.168.250.56.1069777620.squirrel@www.ambra.ro>
References: <1685.192.168.250.56.1069777620.squirrel@www.ambra.ro>
Message-ID: <20031125224412.GB3835@moreton.com.au>

victor wrote:
> I have rt-3.0.6.
> How can I change languages?

Set your browser to accept your preferred language in preference
to English. RT should notice and start talking that language.

You can also cripple RT into talking only one language by
fiddling the LexiconLanguages in RT_SiteConfig.pm.
-- 
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 snapgear.com  Tue Nov 25 17:45:21 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 26 Nov 2003 08:45:21 +1000
Subject: [rt-users] RT2 + stats package + fastcgi
In-Reply-To: <334D05460466D311A5E8009027AC788603880B0E@hhmail1.hh.ffei.co.uk>
References: <334D05460466D311A5E8009027AC788603880B0E@hhmail1.hh.ffei.co.uk>
Message-ID: <20031125224521.GC3835@moreton.com.au>

Ian Gilmour wrote:
> So I've just started evaluating RT2 running on Mandrake 9.1 using fastcgi

Any reason you're starting with another old version instead of RT3?
-- 
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 jesse at bestpractical.com  Tue Nov 25 18:14:17 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 25 Nov 2003 18:14:17 -0500
Subject: [rt-users] wChanging languages
In-Reply-To: <20031125224412.GB3835@moreton.com.au>
References: <1685.192.168.250.56.1069777620.squirrel@www.ambra.ro>
	<20031125224412.GB3835@moreton.com.au>
Message-ID: <20031125231417.GP31337@fsck.com>




On Wed, Nov 26, 2003 at 08:44:12AM +1000, Phil Homewood wrote:
> victor wrote:
> > I have rt-3.0.6.
> > How can I change languages?
> 
> Set your browser to accept your preferred language in preference
> to English. RT should notice and start talking that language.

Or upgrade to RT 3.0.7, which lets you set it from your preferences,
too.

> You can also cripple RT into talking only one language by
> fiddling the LexiconLanguages in RT_SiteConfig.pm.
> -- 
> 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
> 

-- 
http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From smuller at netcommplete.com.au  Tue Nov 25 18:32:37 2003
From: smuller at netcommplete.com.au (Scott Muller)
Date: Wed, 26 Nov 2003 10:32:37 +1100
Subject: [rt-users] Recommended configuration for a stable working
	RT3deployment
In-Reply-To: 
Message-ID: <000a01c3b3ac$68ee9980$6564a8c0@netcommplete.lan>

> Harald,
> 
> Thanks for the info, I will maybe try Debian unstable, anyone 
> else have any recommendations?.
> 

I also don't want to start any platform wars, But I will also put in a 
vote for FreeBSD. I have used the Excellent port as well as building
from source a number of time for Myself and others and It has
been bullet proof reliable. Running FreeBSD 4.7,4.8 Apache 2, FastCGI
and Mysql
Mostly out of ports.

--

Scott Muller 



From rt at musefoundry.com  Tue Nov 25 23:48:52 2003
From: rt at musefoundry.com (AJ)
Date: Tue, 25 Nov 2003 23:48:52 -0500
Subject: [rt-users] RT2 + stats package + fastcgi
In-Reply-To: 
Message-ID: 


First, is GD working?

Try:
http://yourwebsite.com/rt2/chart?type=area&x_labels=[Wed%2019,Thu%2020,Fri%2
021,Mon%2024,Tue%2025]&data1=[0,0,0,0,0]&data2=[0,0,0,0,0]&data3=[0,0,0,0,0]


It will be a graph with one line  but if it shows, then you at
least know if GD is working.

Also make sure the last bracket is part of the url. Looking at it here it
doesn't seem to be part of the link and I have no idea how to fix it.



-----Original Message-----
From: rt-users-bounces at lists.fsck.com
[mailto:rt-users-bounces at lists.fsck.com] On Behalf Of Ian Gilmour
Sent: Tuesday, November 25, 2003 5:31 AM
To: 'rt-users at lists.fsck.com'
Subject: [rt-users] RT2 + stats package + fastcgi

We've been running RT1 to date - but now we'd like to add in attachments via
the web gui.

So I've just started evaluating RT2 running on Mandrake 9.1 using fastcgi
(Mysql 4.0.11 and Apache 1.3.27 as supplied with Mandrake 9.1).

I seem to have satisfied all the perl module dependancies, I've got the Web
Gui up and running and I've ported across some RT1 tickets - so far so good.
I can log in and at first glance all the ported data seems to be ok.

So I thought I'd try adding in the stats package. I've loaded
Apache::GD::Graph.

And I've added the following to /etc/httpd/conf/commonhttpd.conf.


SetHandler perl-script
PerlHandler +Apache::GD::Graph


I can access the http://localhost/rt2/Statistics/ page ok, and view the
tables etc., but get no graphs.

Anyone know what I need to do to see the graphs?

cheers,

Ian

PS Apologies for the sig below - I have no control over it!

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telephone +44 (0)1442 213440 and delete this message and any attachment from
your system. Dissemination and or copying of this email is prohibited if you
are not the intended recipient.

We believe, but do not warrant, that this email and any attachments are
virus free. You should take full responsibility for virus checking.

No responsibility is accepted by FUJIFILM Electronic Imaging Limited for
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Limited's business.
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From rspier at pobox.com  Wed Nov 26 00:49:24 2003
From: rspier at pobox.com (Robert Spier)
Date: Tue, 25 Nov 2003 21:49:24 -0800
Subject: [rt-users] RT3 encryption
In-Reply-To: <20031125171042.GA51935@routehero.com>
References: <20031125171042.GA51935@routehero.com>
Message-ID: 

> How are the passwords stored in the database?  It looks like an MD5
> hash without a salt.  We're attempting to migrate from the internal

MD5 itself doesn't use a salt.

And RT doesn't add one.

RT::User_Overlay.pm ...
    my $md5 = Digest::MD5->new();
    $md5->add($password);
    return ($md5->b64digest);

-R



From Budianto.Goenawarman at Sun.COM  Wed Nov 26 02:43:43 2003
From: Budianto.Goenawarman at Sun.COM (Budianto Goenawarman)
Date: Wed, 26 Nov 2003 15:43:43 +0800
Subject: [rt-users] Username and password for first time login
Message-ID: <3FC459AF.9000800@sun.com>

Hi all,

I cant login to the RT, it is written username or password is
incorrect. I tried to login using the default, which is:
username: root
password: password
Another one that I tried is:
username: rt_user
password: rt_pass
Besides that, I have seen suggestion of changing password, using:
/var/lib/rt2/bin # ./rtadmin --help --user root --password fooBAR
But I cant find "rtadmin" in the bin directory.
Can you suggest me what is the solution to this, or may I know which
file that I can change to enable my login?
FYI, I am using RT3.0.6. Please assist.

Thanks,
Budi





From a.sanchez at ciemat.es  Wed Nov 26 02:54:15 2003
From: a.sanchez at ciemat.es (Antonio Sanchez)
Date: Wed, 26 Nov 2003 08:54:15 +0100
Subject: [rt-users] Problems with attachments corrupted
Message-ID: <3FC45C27.8060806@ciemat.es>

Hi
I have a new problem with attachments.
I can send tickets with attachment without problem from webinterface of 
RT, but if I send a message to a queue with an attachment, RT show the 
link to the attach in the ticket but the file is corrupted and i cant 
see it.

Can someone help me.

Antonio Sanchez
a.sanchez at ciemat.es



From Budianto.Goenawarman at Sun.COM  Wed Nov 26 03:01:14 2003
From: Budianto.Goenawarman at Sun.COM (Budianto Goenawarman)
Date: Wed, 26 Nov 2003 16:01:14 +0800
Subject: [rt-users] Username and password for first time login
Message-ID: <3FC45DCA.5050002@sun.com>

Hi all,

I cant login to the RT, it is written username or password is
incorrect. I tried to login using the default, which is:
username: root
password: password
Another one that I tried is:
username: rt_user
password: rt_pass
Besides that, I have seen suggestion of changing password, using:
/var/lib/rt2/bin # ./rtadmin --help --user root --password fooBAR
But I cant find "rtadmin" in the bin directory.
Can you suggest me what is the solution to this, or may I know which
file that I can change to enable my login?
FYI, I am using RT3.0.6. Please assist.

Thanks,
Budi






From ian.gilmour at ffei.co.uk  Wed Nov 26 03:24:07 2003
From: ian.gilmour at ffei.co.uk (Ian Gilmour)
Date: Wed, 26 Nov 2003 08:24:07 -0000
Subject: [rt-users] RT2 + stats package + fastcgi
Message-ID: <334D05460466D311A5E8009027AC788603880B14@hhmail1.hh.ffei.co.uk>

Only because it looked like I had to at least get the RT1 data into an RT2
database, even if I want to use RT3 (which I haven't discounted yet).

The perl packages required look pretty similar for both.

I also thought I could get away from having to manually install a recent
version of Mysql (RT3 README says it requires version 4.0.13). RT2 only
requires version 3.23.38 or later (Mandrake 9.1 comes with 4.0.11) - so I
figured that saved me having to install Mysql from source (potentially
problematic - I've never done it), or binary (potentially unoptomised for my
system). I already have a working mysql on the system - why change it if it
ain't broke.

Installing it also looked like a good way of checking the data transferred
across correctly after using the import script.

RT2 also seemed to fit our immediate requirement of supporting attachments.

What are the advantages in going to RT3 over RT2? (Links to comparisons
between the 2 gratefully accepted - web gui speed, minimum system
requirements [cpu speed, RAM], etc.) 

What are the negatives in going to RT3?

I may go to RT3 eventually, but I thought I'd at least evaluate RT2 before
doing the extra work.

cheers,


Ian
> -----Original Message-----
> From: Phil Homewood [mailto:pdh at snapgear.com]
> Sent: Tuesday, November 25, 2003 10:45 PM
> To: 'rt-users at lists.fsck.com'
> Subject: Re: [rt-users] RT2 + stats package + fastcgi
> 
> 
> Ian Gilmour wrote:
> > So I've just started evaluating RT2 running on Mandrake 9.1 
> using fastcgi
> 
> Any reason you're starting with another old version instead of RT3?
> -- 
> 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
> 

----------------------------------------------------------------------------
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This message and any attachment is confidential and is protected by
copyright. If you are not the intended recipient, please email the sender or
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From ian.gilmour at ffei.co.uk  Wed Nov 26 03:54:28 2003
From: ian.gilmour at ffei.co.uk (Ian Gilmour)
Date: Wed, 26 Nov 2003 08:54:28 -0000
Subject: [rt-users] RT2 + stats package + fastcgi
Message-ID: <334D05460466D311A5E8009027AC788603880B15@hhmail1.hh.ffei.co.uk>


Running this gives the following in the browser.....

could not find component for initial path '/chart'

Stack:
  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:226]
  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166]
  [/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:213]
  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:207]
  [/home/rt/rt2-installation/bin/mason_handler.fcgi:208]

which means?? - thanks in advance.

cheers,

Ian

> -----Original Message-----
> From: AJ [mailto:rt at musefoundry.com]
> Sent: Wednesday, November 26, 2003 4:49 AM
> To: 'Ian Gilmour'; rt-users at lists.fsck.com
> Subject: RE: [rt-users] RT2 + stats package + fastcgi
> 
> 
> 
> First, is GD working?
> 
> Try:
> http://yourwebsite.com/rt2/chart?type=area&x_labels=[Wed%2019,
> Thu%2020,Fri%2
> 021,Mon%2024,Tue%2025]&data1=[0,0,0,0,0]&data2=[0,0,0,0,0]&dat
> a3=[0,0,0,0,0]
> 
> 
> It will be a graph with one line  but if it shows, 
> then you at
> least know if GD is working.
> 
> Also make sure the last bracket is part of the url. Looking 
> at it here it
> doesn't seem to be part of the link and I have no idea how to fix it.
> 
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.fsck.com
> [mailto:rt-users-bounces at lists.fsck.com] On Behalf Of Ian Gilmour
> Sent: Tuesday, November 25, 2003 5:31 AM
> To: 'rt-users at lists.fsck.com'
> Subject: [rt-users] RT2 + stats package + fastcgi
> 
> We've been running RT1 to date - but now we'd like to add in 
> attachments via
> the web gui.
> 
> So I've just started evaluating RT2 running on Mandrake 9.1 
> using fastcgi
> (Mysql 4.0.11 and Apache 1.3.27 as supplied with Mandrake 9.1).
> 
> I seem to have satisfied all the perl module dependancies, 
> I've got the Web
> Gui up and running and I've ported across some RT1 tickets - 
> so far so good.
> I can log in and at first glance all the ported data seems to be ok.
> 
> So I thought I'd try adding in the stats package. I've loaded
> Apache::GD::Graph.
> 
> And I've added the following to /etc/httpd/conf/commonhttpd.conf.
> 
> 
> SetHandler perl-script
> PerlHandler +Apache::GD::Graph
> 
> 
> I can access the http://localhost/rt2/Statistics/ page ok, 
> and view the
> tables etc., but get no graphs.
> 
> Anyone know what I need to do to see the graphs?
> 
> cheers,
> 
> Ian
> 
> PS Apologies for the sig below - I have no control over it!
> 
> --------------------------------------------------------------
> --------------
> CONFIDENTIALITY AND DISCLAIMER NOTICE
> 
> This message and any attachment is confidential and is protected by
> copyright. If you are not the intended recipient, please 
> email the sender or
> telephone +44 (0)1442 213440 and delete this message and any 
> attachment from
> your system. Dissemination and or copying of this email is 
> prohibited if you
> are not the intended recipient.
> 
> We believe, but do not warrant, that this email and any 
> attachments are
> virus free. You should take full responsibility for virus checking.
> 
> No responsibility is accepted by FUJIFILM Electronic Imaging 
> Limited for
> personal emails or emails unconnected with FUJIFILM Electronic Imaging
> Limited's business.
> --------------------------------------------------------------
> --------------
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at 
> http://fsck.com/rtfm
> 

----------------------------------------------------------------------------
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This message and any attachment is confidential and is protected by
copyright. If you are not the intended recipient, please email the sender or
telephone +44 (0)1442 213440 and delete this message and any attachment from
your system. Dissemination and or copying of this email is prohibited if you
are not the intended recipient.

We believe, but do not warrant, that this email and any attachments are
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personal emails or emails unconnected with FUJIFILM Electronic Imaging
Limited's business.
----------------------------------------------------------------------------


From stephen.quinney at computing-services.oxford.ac.uk  Wed Nov 26 06:05:16 2003
From: stephen.quinney at computing-services.oxford.ac.uk (Stephen Quinney)
Date: Wed, 26 Nov 2003 11:05:16 +0000
Subject: [rt-users] Mailgate errors RT 3
In-Reply-To: <20031125154052.GA4332@patrick.balonis.com>
References: <20031125154052.GA4332@patrick.balonis.com>
Message-ID: <20031126110516.GA28344@computing-services.oxford.ac.uk>

On Tue, Nov 25, 2003 at 10:40:52AM -0500, Frank Balonis wrote:
> I have RT 3.0.6 running on a Debian system.  Everything was working fine but I made some changes to the RT.SiteConfig and installed apache-ssl to use a virtual host with HTTPS.  I'm not exactly sure at what point the mailgate stopped working but I can create, correspond, reply, etc from the web interface but I cannot use the rt-mailgate command any longer.  Since the --url option does not support HTTPS I followed the advice of another posting to configure apache to respond to localhost.  I keep recieving these errors:
> 
> (Deferred: prog mailer (/usr/lib/sm.bin/smrsh) exited with EX)
>                                          "|/usr/bin/rt-mailgate --debug --queue --url http://localhost"
> 

I think the issue here is that you have lost the name of the queue
that should come after the --queue option, e.g. General.

As an aside, I think rt-mailgate will work fine with an https server
if you install the libio-socket-ssl-perl package so that libwww-perl
(which provides LWP::UserAgent) can work via SSL.

Stephen Quinney



From webmaster at rochester.rr.com  Wed Nov 26 08:56:56 2003
From: webmaster at rochester.rr.com (Justin C. Sherrill)
Date: Wed, 26 Nov 2003 08:56:56 -0500
Subject: [rt-users] Re: Recommended configuration for a stable working RT3
	deployment
In-Reply-To: <20031125085257.W78607@droid.daze.net>
References: <20031125102301.386F61138C@pallas.eruditorum.org>
	<20031125085257.W78607@droid.daze.net>
Message-ID: <200311260856.56077.webmaster@rochester.rr.com>

On Tuesday 25 November 2003 11:58, bill at daze.net wrote:

> I didn't reply the first time around because it's not Linux, however
> FreeBSD is a very stable environment for running RT.  We are in our fourth
> year of using RT (started with v1 now using v3) on FreeBSD and I would do
> it all over again.

I am currently running RT3 on Red Hat 9.  While it has been relatively 
trouble-free after the initial setup hassle, I will probably move to FreeBSD 
for Request Tracker hosting.  FreeBSD is less in flux than Red Hat, and less 
quirky, at least in terms of RT installation.



From karn at routehero.com  Wed Nov 26 09:00:51 2003
From: karn at routehero.com (Scott T. Cameron)
Date: Wed, 26 Nov 2003 06:00:51 -0800
Subject: [rt-users] RT3 encryption
In-Reply-To: 
References: <20031125171042.GA51935@routehero.com>
	
Message-ID: <20031126140051.GA59256@routehero.com>

On Tue, Nov 25, 2003 at 09:49:24PM -0800, Robert Spier wrote:
> > How are the passwords stored in the database?  It looks like an MD5
> > hash without a salt.  We're attempting to migrate from the internal
> 
> MD5 itself doesn't use a salt.
> 
> And RT doesn't add one.
> 
> RT::User_Overlay.pm ...
>     my $md5 = Digest::MD5->new();
>     $md5->add($password);
>     return ($md5->b64digest);

Right.  Do you know if there's a way for apache's 'htaccess' mechanism to read a salt-less MD5 password?  I haven't been able to get this to work yet.

Scott


From diederik at netnation.nl  Wed Nov 26 09:15:37 2003
From: diederik at netnation.nl (Diederik de Vries)
Date: Wed, 26 Nov 2003 15:15:37 +0100
Subject: [rt-users] [RT2] Sendmail
Message-ID: <1069856137.6322.4.camel@serv01.surf2fast.com>

Hi there!

I have a "little" big problem here. We implemented RT 2 some months ago,
and everything just worked.
However: my clients don't receive email anymore from the RT system.
Sending mail TO RT works, eg: the ticket is created, but replying to the
ticket doesn't work.

Since the RT system is quite big, where do I start?

Regards!
Diederik
Rotterdam / The Netherlands



From rt-user at balonis.com  Wed Nov 26 10:43:43 2003
From: rt-user at balonis.com (Frank Balonis)
Date: Wed, 26 Nov 2003 10:43:43 -0500
Subject: [rt-users] Mailgate errors RT 3
In-Reply-To: <20031126110516.GA28344@computing-services.oxford.ac.uk>
References: <20031125154052.GA4332@patrick.balonis.com>
	<20031126110516.GA28344@computing-services.oxford.ac.uk>
Message-ID: <20031126154343.GA1305@patrick.balonis.com>

* Stephen Quinney  [2003-11-26 11:05:16 +0000]:
> I think the issue here is that you have lost the name of the queue
> that should come after the --queue option, e.g. General.

I verified that I'm have General in the commandline.  What I didn't recognize yesterday is that I was recieving a full HTML encoded error.  The error looked like this when displayed in a browser:

error:   	Can't use string ("SessionType") as a HASH ref while "strict refs" in use at /usr/share/perl5/RT/Interface/Email.pm line 406.
context:  	
...  	
402:  	
403:  	sub Gateway {
404:  	my $argsref = shift;
405:  	
406:  	my %args = %$argsref;
407:  	
408:  	# Set some reasonable defaults
409:  	$args{'action'} = 'correspond' unless ( $args{'action'} );
410:  	$args{'queue'} = '1' unless ( $args{'queue'} );
...  	
code stack:  	/usr/share/perl5/RT/Interface/Email.pm:406
/usr/share/request-tracker3/html/REST/1.0/NoAuth/mail-gateway:32
raw error
 
> 
> As an aside, I think rt-mailgate will work fine with an https server
> if you install the libio-socket-ssl-perl package so that libwww-perl
> (which provides LWP::UserAgent) can work via SSL.

You were right I installed libio-socket-ssl-perl and I no longer get the HTTPS not support error now I'm back to usering HTTPS but recieving the error above.

Thanks,

Frank Balonis


From rspier at pobox.com  Wed Nov 26 10:59:15 2003
From: rspier at pobox.com (Robert Spier)
Date: Wed, 26 Nov 2003 07:59:15 -0800
Subject: [rt-users] RT3 encryption
In-Reply-To: <20031126140051.GA59256@routehero.com>
References: <20031125171042.GA51935@routehero.com>
	
	<20031126140051.GA59256@routehero.com>
Message-ID: 


> Right.  Do you know if there's a way for apache's 'htaccess'
> mechanism to read a salt-less MD5 password?  I haven't been able to
> get this to work yet.

I'm not sure it will.

Definitely what it writes, is incompatible:

    The MD5 algorithm used by htpasswd is specific to the Apache
    software; passwords encrypted using it will not be usable with
    other Web servers.
	http://httpd.apache.org/docs-2.0/programs/htpasswd.html

$ /home/perl/apache2/bin/htpasswd  -bnm username password
username:$apr1$YPiUc/..$jJcpU6953ESwoLsnVpaQq.

Note the "type" of apr1.

Linux generates:
    $1$MGw18b6V$GUmR55ftPBz0iWPkPAWUU1

Longer term, RT should switch to salting its MD5 hashes.  Or maybe
some pepper.  That's probably a 3.2 thing.

Crypt::PasswdMD5 does both Linux/FreeBSD style MD5 and Apache
style.. which leads to all sort of fun.

But sadly, this doesn't help your immediate problem.

-R




From robertg at linearcorp.com  Wed Nov 26 11:05:25 2003
From: robertg at linearcorp.com (Robert Gorman)
Date: Wed, 26 Nov 2003 08:05:25 -0800
Subject: [rt-users] time tracking
Message-ID: <004501c3b437$1a7e1f60$c301a8c0@pcrobertg>

I would like to add a text box in the ticket that will allow users to input amount of time on a call. I would then like that text box to be tracked and added up for each user and group for reporting purposes.

IS this possible?
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From cleung at crosspointchinese.com  Wed Nov 26 10:57:14 2003
From: cleung at crosspointchinese.com (Calvin Leung)
Date: Wed, 26 Nov 2003 07:57:14 -0800 (PST)
Subject: [rt-users] please help: error in rt2
Message-ID: <39411.207.17.136.150.1069862234.squirrel@crosspoint.dyndns.org>

Hi,

I got this error recently and can't log in unless I restart my httpd.
[Tue Nov 25 22:23:01 2003] [error] [client x.x.x.x] FastCGI: server
"/opt/rt2/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute failed:
MySQL server has gone away at
/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.p
m line 410,  line 2., referer: https://crosspoint.dyndns.org/rt2/
[Tue Nov 25 22:23:01 2003] [error] [client x.x.x.x] FastCGI: server
"/opt/rt2/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x86e92a8)
couldn't execute the query 'SELECT  * FROM Users WHERE Name = ?' at
/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417,
 line 2., referer: https://crosspoint.dyndns.org/rt2/


I am using fastcgi.  This problem happened after I did 2 things recently.
1. update to MySQL 4.0.x (from Redhat 8.0 stocked Mysql 3.x.x)
2. install rt3.0.7 (so as all the dependent module)

After these 2 events, I, once a while, got this rt2 error in error_log
from httpd.

Please help.

-Calvin




From karn at routehero.com  Wed Nov 26 11:03:48 2003
From: karn at routehero.com (Scott T. Cameron)
Date: Wed, 26 Nov 2003 08:03:48 -0800
Subject: [rt-users] RT3 encryption
In-Reply-To: 
References: <20031125171042.GA51935@routehero.com>
	
	<20031126140051.GA59256@routehero.com>
	
Message-ID: <20031126160348.GA60033@routehero.com>

On Wed, Nov 26, 2003 at 07:59:15AM -0800, Robert Spier wrote:
> 
> > Right.  Do you know if there's a way for apache's 'htaccess'
> > mechanism to read a salt-less MD5 password?  I haven't been able to
> > get this to work yet.
> 
> I'm not sure it will.
> 
> Definitely what it writes, is incompatible:
> 
>     The MD5 algorithm used by htpasswd is specific to the Apache
>     software; passwords encrypted using it will not be usable with
>     other Web servers.
> 	http://httpd.apache.org/docs-2.0/programs/htpasswd.html
> 
> $ /home/perl/apache2/bin/htpasswd  -bnm username password
> username:$apr1$YPiUc/..$jJcpU6953ESwoLsnVpaQq.
> 
> Note the "type" of apr1.
> 
> Linux generates:
>     $1$MGw18b6V$GUmR55ftPBz0iWPkPAWUU1
> 
> Longer term, RT should switch to salting its MD5 hashes.  Or maybe
> some pepper.  That's probably a 3.2 thing.
> 
> Crypt::PasswdMD5 does both Linux/FreeBSD style MD5 and Apache
> style.. which leads to all sort of fun.
> 
> But sadly, this doesn't help your immediate problem.

Thanks.  This is more or less what I have been able to determine, but it's good to know I'm not doing something horribly wrong.

Interestingly enough, I've been able to get Linux/FreeBSD-style MD5 hashes to work fine with Apache's htaccess mechanism.  Just have to force our users to go to a website and generate a password for them.

Scott


From bobg at uic.edu  Wed Nov 26 11:29:39 2003
From: bobg at uic.edu (Bob Goldstein)
Date: Wed, 26 Nov 2003 10:29:39 -0600
Subject: [rt-users] RT3 encryption 
In-Reply-To: Your message of "Wed, 26 Nov 2003 07:59:15 PST."
	 
Message-ID: <200311261629.hAQGTdQS021037@shark.cc.uic.edu>


  Maybe you could run crack on your existing hashes, and
  then re-encode any successes with the apache style MD5 :-)

  [I'm joking!  If you take this seriously, be sure to
  get written permission from your boss, and ask Randal Schwartz
  for advice first.]

  Another alternative might be to use ldap.  Many ldap servers
  (openldap for sure) can use MD5 with and without salt.
  You could have apache consult ldap, and have RT set to use
  $WebExternalAuth = 1.  Of course, you need to run the
  ldap server, but that could have other benefits
  depending on your environment.

     bobg

>
>> Right.  Do you know if there's a way for apache's 'htaccess'
>> mechanism to read a salt-less MD5 password?  I haven't been able to
>> get this to work yet.
>
>I'm not sure it will.
>
>Definitely what it writes, is incompatible:
>
>    The MD5 algorithm used by htpasswd is specific to the Apache
>    software; passwords encrypted using it will not be usable with
>    other Web servers.
>	http://httpd.apache.org/docs-2.0/programs/htpasswd.html
>
>$ /home/perl/apache2/bin/htpasswd  -bnm username password
>username:$apr1$YPiUc/..$jJcpU6953ESwoLsnVpaQq.
>
>Note the "type" of apr1.
>
>Linux generates:
>    $1$MGw18b6V$GUmR55ftPBz0iWPkPAWUU1
>
>Longer term, RT should switch to salting its MD5 hashes.  Or maybe
>some pepper.  That's probably a 3.2 thing.
>
>Crypt::PasswdMD5 does both Linux/FreeBSD style MD5 and Apache
>style.. which leads to all sort of fun.
>
>But sadly, this doesn't help your immediate problem.
>
>-R
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>


From rt-user at balonis.com  Wed Nov 26 11:46:56 2003
From: rt-user at balonis.com (Frank Balonis)
Date: Wed, 26 Nov 2003 11:46:56 -0500
Subject: [rt-users] Mailgate errors RT 3
In-Reply-To: <20031126154343.GA1305@patrick.balonis.com>
References: <20031125154052.GA4332@patrick.balonis.com>
	<20031126110516.GA28344@computing-services.oxford.ac.uk>
	<20031126154343.GA1305@patrick.balonis.com>
Message-ID: <20031126164656.GA2561@patrick.balonis.com>

 I also have found that if I remove "use strict;" in the Email.pm file that the email goes through and the ticket is created but there is no information in the ticket at all.  And no matter who the requestor is it is created by rt_system.

Frank

 
* Frank Balonis  [2003-11-26 10:43:43 -0500]:

> * Stephen Quinney  [2003-11-26 11:05:16 +0000]:
> > I think the issue here is that you have lost the name of the queue
> > that should come after the --queue option, e.g. General.
> 
> I verified that I'm have General in the commandline.  What I didn't recognize yesterday is that I was recieving a full HTML encoded error.  The error looked like this when displayed in a browser:
> 
> error:   	Can't use string ("SessionType") as a HASH ref while "strict refs" in use at /usr/share/perl5/RT/Interface/Email.pm line 406.
> context:  	
> ...  	
> 402:  	
> 403:  	sub Gateway {
> 404:  	my $argsref = shift;
> 405:  	
> 406:  	my %args = %$argsref;
> 407:  	
> 408:  	# Set some reasonable defaults
> 409:  	$args{'action'} = 'correspond' unless ( $args{'action'} );
> 410:  	$args{'queue'} = '1' unless ( $args{'queue'} );
> ...  	
> code stack:  	/usr/share/perl5/RT/Interface/Email.pm:406
> /usr/share/request-tracker3/html/REST/1.0/NoAuth/mail-gateway:32
> raw error
>  
> > 
> > As an aside, I think rt-mailgate will work fine with an https server
> > if you install the libio-socket-ssl-perl package so that libwww-perl
> > (which provides LWP::UserAgent) can work via SSL.
> 
> You were right I installed libio-socket-ssl-perl and I no longer get the HTTPS not support error now I'm back to usering HTTPS but recieving the error above.
> 
> Thanks,
> 
> Frank Balonis
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


From awahlfeldt at subshell.com  Wed Nov 26 11:51:20 2003
From: awahlfeldt at subshell.com (Andreas Wahlfeldt)
Date: Wed, 26 Nov 2003 17:51:20 +0100
Subject: [rt-users] [RT2] Sendmail
Message-ID: <161501c3b43d$84444fe0$0f00000a@bernoulli>

hi Diederik,

first you want to check, if the queues got the correct 'scrips' in

[Configuration] -> [Queues] / [Global] -> [Scrips]

here is defined what happens on what condition.
you should find something like 'OnCrorrepond NotifyAdminCcs with template
support AdminCorrespondence' here.

if a proper 'OnCrorrepond' scrip is in place take a look at your log-files
( /var/log/rt2/ ? and /var/log/mail) to find out if rt is at least trying to
send mail.

this should be enough to check for the moment ;-)

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 ges at lumeta.com  Wed Nov 26 12:23:06 2003
From: ges at lumeta.com (Glenn E. Sieb)
Date: Wed, 26 Nov 2003 12:23:06 -0500
Subject: [rt-users] RT3 woes still. 
Message-ID: <20031126172351.07345A8938@lucy.corp.lumeta.com>

Ok. I found the comments about Crypt::SSLeay and have added that in using CPAN..

I still get:

Nov 26 12:15:05 caduceus RT: DBD::Pg::st execute failed: ERROR:  Cannot insert a
 duplicate key into unique index users1 at /usr/local/lib/perl5/site_perl/5.8.0/
DBIx/SearchBuilder/Handle.pm line 410.  (/sw/rt/lib/RT.pm:247)
Nov 26 12:15:05 caduceus RT: RT::Handle=HASH(0x9294e1c) couldn't execute the que
ry 'INSERT INTO Users (Comments, Password, LastUpdatedBy, Created, id, RealName,
 Name, EmailAddress, Creator, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)
' at /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417.
  (/sw/rt/lib/RT.pm:247)
Nov 26 12:15:05 caduceus RT: Could not create a new user -  (/sw/rt/lib/RT/User_
Overlay.pm:282)
Nov 26 12:15:06 caduceus RT: DBD::Pg::st execute failed: ERROR:  Cannot insert a
 duplicate key into unique index tickets_pkey at /usr/local/lib/perl5/site_perl/
5.8.0/DBIx/SearchBuilder/Handle.pm line 410.  (/sw/rt/lib/RT.pm:247)
Nov 26 12:15:06 caduceus RT: DBD::Pg::st execute failed: ERROR:  Cannot insert a
 duplicate key into unique index tickets_pkey at /usr/local/lib/perl5/site_perl/
5.8.0/DBIx/SearchBuilder/Handle.pm line 410.  (/sw/rt/lib/RT.pm:247)
Nov 26 12:15:06 caduceus RT: RT::Handle=HASH(0x9294e1c) couldn't execute the que
ry 'INSERT INTO Tickets (Subject, Status, Queue, Creator, Owner, LastUpdatedBy,
Type, Started, Starts, Resolved, Created, Priority, Due, LastUpdated) VALUES (?,
 ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/lib/perl5/site_perl/5.8.0
/DBIx/SearchBuilder/Handle.pm line 417.  (/sw/rt/lib/RT.pm:247)
Nov 26 12:15:06 caduceus RT: RT::Handle=HASH(0x9294e1c) couldn't execute the que
ry 'INSERT INTO Tickets (Subject, Status, Queue, Creator, Owner, LastUpdatedBy,
Type, Started, Starts, Resolved, Created, Priority, Due, LastUpdated) VALUES (?,
 ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/lib/perl5/site_perl/5.8.0
/DBIx/SearchBuilder/Handle.pm line 417.  (/sw/rt/lib/RT.pm:247)
Nov 26 12:15:06 caduceus RT: Couldn't create a ticket (/sw/rt/lib/RT/Ticket_Over
lay.pm:518)
Nov 26 12:15:06 caduceus RT: Couldn't create a ticket (/sw/rt/lib/RT/Ticket_Over
lay.pm:518)
Nov 26 12:15:06 caduceus RT: Ticket could not be created due to an internal erro
r (/sw/rt/lib/RT/Interface/Email.pm:684)
Nov 26 12:15:06 caduceus RT: Ticket could not be created due to an internal erro
r (/sw/rt/lib/RT/Interface/Email.pm:684)
Nov 26 12:15:06 caduceus RT: Create failed: 0 / 0 / Ticket could not be created
due to an internal error  (/sw/rt/lib/RT/Interface/Email.pm:690)
Nov 26 12:15:06 caduceus RT: Create failed: 0 / 0 / Ticket could not be created
due to an internal error  (/sw/rt/lib/RT/Interface/Email.pm:690)
Nov 26 12:19:58 caduceus sudo:      ges : TTY=ttyp0 ; PWD=/u1/home/ges ; USER=ro
ot ; COMMAND=/usr/bin/su -

I have 3.0.6, non-elixus on FBSD 4.9 and perl 5.8.0...

Can anyone clue me in as to what's going on here? The fact that I can't get this running on my home server means I'm _very_ reticent to try this upgrade at work.. :-/ 

Help? 

Please?

With cookies on top?

Thanks,
Glenn
-- 
Glenn E. Sieb
System Administrator
Lumeta Corporation
+1 732 357-3514 (V)
+1 732 564-0731 (Fax) 



From diederik at netnation.nl  Wed Nov 26 13:04:05 2003
From: diederik at netnation.nl (Diederik de Vries)
Date: Wed, 26 Nov 2003 19:04:05 +0100
Subject: [rt-users] [RT2] Sendmail
In-Reply-To: <161501c3b43d$84444fe0$0f00000a@bernoulli>
Message-ID: <20031126180402.OSBE28766.amsfep13-int.chello.nl@diedx>


Andreas,

Did I say I just love you ;) Indeed, my scrips in my queue where crippled.
Don't know what happened :(

Regards!

Diederik de Vries

-----Oorspronkelijk bericht-----
Van: Andreas Wahlfeldt [mailto:awahlfeldt at subshell.com] 
Verzonden: woensdag 26 november 2003 17:51
Aan: diederik at netnation.nl
CC: rt-users at lists.fsck.com
Onderwerp: [rt-users] [RT2] Sendmail

hi Diederik,

first you want to check, if the queues got the correct 'scrips' in

[Configuration] -> [Queues] / [Global] -> [Scrips]

here is defined what happens on what condition.
you should find something like 'OnCrorrepond NotifyAdminCcs with template
support AdminCorrespondence' here.

if a proper 'OnCrorrepond' scrip is in place take a look at your log-files
( /var/log/rt2/ ? and /var/log/mail) to find out if rt is at least trying to
send mail.

this should be enough to check for the moment ;-)

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 mprevost at gradkell.com  Wed Nov 26 14:20:50 2003
From: mprevost at gradkell.com (Mike R. Prevost)
Date: Wed, 26 Nov 2003 13:20:50 -0600
Subject: [rt-users] RTFM not showing up in RT after install
Message-ID: 

Tried RTFM 2.0.1 with RT 3.0.6 and 3.0.7.1.

After doing the RTFM make install, the RTFM item does not show up on the RT
page after login.

I am just installing RT3, checking to see that it works and then installing
RTFM according to it's README (pretty simple), and then restarting apache.
Everything seems to go OK (I see the tables in the database and the files in
the install dir), but the RTFM section never shows up.  Tried fefault
RT_SiteConfig and my "real" one.

Any ideas?  Is there anything I need to do in RT before installing RTFM
(I've tried create a user and a group and a ticket first)?

Thanks.

--- Mike R. Prevost



From victor at ambra.ro  Wed Nov 26 15:07:48 2003
From: victor at ambra.ro (victor)
Date: Wed, 26 Nov 2003 22:07:48 +0200 (EET)
Subject: [rt-users] new languages
Message-ID: <32933.80.97.24.235.1069877268.squirrel@www.ambra.ro>

I wrote a new file for languages in rt.
I copied it in the language directory.
Now I select my language from the browser, but it does not work.
The other languages from rt are working.

How can I make this work?

Thank you.



From ken.mckinlay at dy4.com  Wed Nov 26 16:56:56 2003
From: ken.mckinlay at dy4.com (McKinlay, Ken)
Date: Wed, 26 Nov 2003 16:56:56 -0500
Subject: [rt-users] make initialize database Problem in New Install
Message-ID: 

Greetings,

After several weeks at looking at different request tracking systems I've
finally decided upon RT. However, when I go to initialize the database for
the first time I get the following error:

Password: Now creating a database for RT.
Creating Pg database rt3.
Now populating database schema.
Creating database schema.
Died at //opt/rt3/sbin/rt-setup-database line 161.

The database is created but without any tables.

My environment is as follows:
	OS: RedHat 9
	Database: Postgres 7.3.4 from RPM (postgresql-7.3.4-3)
	Perl: 5.8 from RPM (perl-5.8.0-88.3)
	RT: 3.0.7_01 (Nov 17 22:56:02 2003)
	rt-test-dependencies reports nothing missing

Can anyone shed some light on where I am going wrong?

Thanks in advance,

Ken McKinlay
Dy 4 Systems
ken.mckinlay at dy4.com
1-613-599-9199 x5506 




From lists-rt at pimb.org  Wed Nov 26 17:13:03 2003
From: lists-rt at pimb.org (Jody Belka)
Date: Wed, 26 Nov 2003 22:13:03 -0000 (GMT)
Subject: [rt-users] make initialize database Problem in New Install
In-Reply-To: 
References: 
Message-ID: <54824.81.168.23.49.1069884783.squirrel@zeus.aardvark-ss.com>

McKinlay, Ken said:
> After several weeks at looking at different request tracking systems I've
> finally decided upon RT. However, when I go to initialize the database for
> the first time I get the following error:
>
> Password: Now creating a database for RT.
> Creating Pg database rt3.
> Now populating database schema.
> Creating database schema.
> Died at //opt/rt3/sbin/rt-setup-database line 161.
>
> The database is created but without any tables.

> Can anyone shed some light on where I am going wrong?

I installed RT on my system just the other day and also had this problem.
It seems that the file used for initialising a Postgres database
(schema.Pg) is actually designed to run through psql, not through
rt-setup-database. To get it up and running i had to let it create the
database, run the Pg script through psql, and then modify
rt-setup-database to skip these two stages (by commenting out the
appropriate lines).


-- 
Jody
knew (at) pimb (dot) org


From abe at dajoba.com  Wed Nov 26 18:36:55 2003
From: abe at dajoba.com (Abraham Ingersoll)
Date: Wed, 26 Nov 2003 15:36:55 -0800
Subject: [rt-users] rt3.0.7_01 rt_setup_database fails w/postgres
Message-ID: <1069889815.31741.232.camel@gimli>


sbin/rt-setup-database from 3.0.7_01 dies when I try to initialize a
postgresql database. From what I can tell, it's choking on the
transaction "BEGIN" at the top of Pg.schema, but I didn't dig into
rt-setup-database enough to be sure.

rt-setup-database output (args{debug} on):

[root at gimli rt-3-0-7_01]# make initialize-database
/usr/bin/perl //home/abe/apache_perl/rt/sbin/rt-setup-database --action
init --dba root --prompt-for-dba-password --debug
In order to create a new database and grant RT access to that database,
this script needs to connect to your Pg instance on localhost as 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 Pg database rt3.
Now populating database schema.
Creating database schema.
SQL:
 
 
 
 
BEGIN
Died at //home/abe/apache_perl/rt/sbin/rt-setup-database line 161.
make: *** [initialize-database] Error 2


Importing the schema into postgres by hand seems to work:

[root at gimli etc]# psql template1 -U root -W < schema.Pg
Password:
BEGIN
CREATE SEQUENCE
NOTICE:  CREATE TABLE / PRIMARY KEY will create implicit index
'attachments_pkey
' for table 'attachments'
CREATE TABLE
CREATE INDEX
CREATE INDEX
[snip snip snip]
CREATE INDEX
NOTICE:  CREATE TABLE / PRIMARY KEY will create implicit index
'sessions_pkey' f
or table 'sessions'
CREATE TABLE
COMMIT

My platform/environment:
	Redhat 9
	Postgresql 7.3.4 (postgresql-server-7.3.4-3.rhl9)
	perl-DBI version 1.38, DBD::Pg version 1.31



--Abe



From contact at realcarbonneau.com  Wed Nov 26 21:25:25 2003
From: contact at realcarbonneau.com (Real Carbonneau)
Date: Wed, 26 Nov 2003 21:25:25 -0500
Subject: [rt-users] Character Set Encoding and external reporting tools
Message-ID: <010b01c3b48d$ba98a460$6401a8c0@main>

Hi,

 

It seems that RT3 saves all text in UTF-8 encoding in the database.  On my
current installation, mySQL is the database and it is not aware (and does
not support this yet, until 4.1, I think) that the data is encoded as UTF-8.


 

When using various reporting tool, such as plain SQL, Crystal Reports
(myODBC), Access (myODBC) or other, the special characters remain encoded.  

 

Is there anyone using external tools for reporting from RT?  

How is this UTF-8 encoding for special characters dealt with?

Any recommendations on dealing with this?

 

Thanks in advance,

Real

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From ken.mckinlay at dy4.com  Wed Nov 26 21:31:49 2003
From: ken.mckinlay at dy4.com (McKinlay, Ken)
Date: Wed, 26 Nov 2003 21:31:49 -0500
Subject: [rt-users] rt3.0.7_01 rt_setup_database fails w/postgres
Message-ID: 

Abraham,

I had the exact same problem earlier today. Jody Belka provided this
workaround:

"I installed RT on my system just the other day and also had this problem.
It seems that the file used for initialising a Postgres database 
(schema.Pg) is actually designed to run through psql, not through 
rt-setup-database. To get it up and running i had to let it create the 
database, run the Pg script through psql, and then modify 
rt-setup-database to skip these two stages (by commenting out the 
appropriate lines). "

The steps I took to get the database up were:
1. make initialize database

2. edit the script it ran ($RT_HOME/sbin/rt-setup-database) and comment out
the create_database and create_schema calls (I think those are the names of
the functions)

3. run "make initialize" a second time to finish the process.

4. undo the changes I made to $RT_HOME/sbin/rt-setup-database

Hope this helps

Ken McKinlay
Dy 4 Systems





-----Original Message-----
From: Abraham Ingersoll
To: rt-devel at lists.fsck.com
Cc: rt-users at lists.fsck.com
Sent: 11/26/03 6:36 PM
Subject: [rt-users] rt3.0.7_01 rt_setup_database fails w/postgres


sbin/rt-setup-database from 3.0.7_01 dies when I try to initialize a
postgresql database. From what I can tell, it's choking on the
transaction "BEGIN" at the top of Pg.schema, but I didn't dig into
rt-setup-database enough to be sure.

rt-setup-database output (args{debug} on):

[root at gimli rt-3-0-7_01]# make initialize-database
/usr/bin/perl //home/abe/apache_perl/rt/sbin/rt-setup-database --action
init --dba root --prompt-for-dba-password --debug
In order to create a new database and grant RT access to that database,
this script needs to connect to your Pg instance on localhost as 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 Pg database rt3.
Now populating database schema.
Creating database schema.
SQL:
 
 
 
 
BEGIN
Died at //home/abe/apache_perl/rt/sbin/rt-setup-database line 161.
make: *** [initialize-database] Error 2


Importing the schema into postgres by hand seems to work:

[root at gimli etc]# psql template1 -U root -W < schema.Pg
Password:
BEGIN
CREATE SEQUENCE
NOTICE:  CREATE TABLE / PRIMARY KEY will create implicit index
'attachments_pkey
' for table 'attachments'
CREATE TABLE
CREATE INDEX
CREATE INDEX
[snip snip snip]
CREATE INDEX
NOTICE:  CREATE TABLE / PRIMARY KEY will create implicit index
'sessions_pkey' f
or table 'sessions'
CREATE TABLE
COMMIT

My platform/environment:
	Redhat 9
	Postgresql 7.3.4 (postgresql-server-7.3.4-3.rhl9)
	perl-DBI version 1.38, DBD::Pg version 1.31



--Abe

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 Lisa_Lagergren at national.com.au  Wed Nov 26 22:58:16 2003
From: Lisa_Lagergren at national.com.au (Lisa_Lagergren at national.com.au)
Date: Thu, 27 Nov 2003 14:58:16 +1100
Subject: [rt-users] RT3.0.6 Install, Web Interface Problem.  Sol8
Message-ID: 

Hi,

I'm trying to install RT 3.0.6 on a Solaris 8 machine.

The problem is that when I try to open the RT web interface, it is
displaying a mess
of (code?) preceded by the copyright message.  A few elements, a button on
the
main page, some links on the Admin/index page, indicate that RT is in there
somewhere
but getting garbled.  There are some HTML tags in there, but it seems to be
missing a
lot.

All the elements appear to be correctly installed, I've compiled Apache
(1.3) with
mod perl (1.29), configured httpd.conf as per the documentation with user
and group www,
and a Virtual Host definition for RT.  I've fiddled with adding / and
/index.html to the URL,
all with no effect.  I've also tried recompiling Apache and reinstalling
RT.
I've double checked Site_Config.pm, but can't see anything obviously wrong.

My current guess is that this is a Mason problem, or one of the other
modules involved
in HTML generation , but I'm not familiar with either Mason or Perl in
general so I'm not
sure what to do about it.  Before installing RT I replaced the Solaris
default with
perl 5.8.0, and installed Mason 1.23 along with the other required perl
modules
manually because this machine doesn't have internet access.

All suggestions much appreciated.

Thanks,
  Lisa.



_________________________________________________________________
The information contained in this email communication may be confidential.
You should only disclose, re-transmit, copy, distribute, act in reliance on
or commercialise the information if you are authorised to do so. Any views
expressed in this email communication are those of the individual sender,
except where the sender specifically states them to be the views of a
member of the National Australia Bank Group of companies.  The National
Australia Bank Group of companies does not represent, warrant or guarantee
that the integrity of this communication has been maintained nor that the
communication is free of errors, virus or interference.





From pdh at snapgear.com  Wed Nov 26 23:14:29 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 27 Nov 2003 14:14:29 +1000
Subject: [rt-users] RT3.0.6 Install, Web Interface Problem.  Sol8
In-Reply-To: 
References: 
Message-ID: <20031127041429.GB768@moreton.com.au>

Lisa_Lagergren at national.com.au wrote:
> The problem is that when I try to open the RT web interface, it is
> displaying a mess
> of (code?) preceded by the copyright message.  A few elements, a button on

That points to an Apache misconfiguration. Apache isn't
invoking the Mason handler to parse the content.

Are you sure that mod_perl is being loaded?
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - A CyberGuard Company


From Lisa_Lagergren at national.com.au  Wed Nov 26 23:57:51 2003
From: Lisa_Lagergren at national.com.au (Lisa_Lagergren at national.com.au)
Date: Thu, 27 Nov 2003 15:57:51 +1100
Subject: [rt-users] RT3.0.6 Install, Web Interface Problem.  Sol8
Message-ID: 


Thanks for the pointer!

Turned out to be a combination problem, something somewhere is still
pointing to an
old apache (will have to find that...) and also an error in the Virtual
Host  tag
which each gave what looked like the same error - so I thought I'd ruled
them out as
causes when I tested only one at a time.

Thanks,
  Lisa.



                                                                                                                                
                      Phil Homewood                                                                                             
                                To:       rt-users at fsck.com                                                   
                      Sent by:                    cc:                                                                           
                      rt-users-bounces at lis        Subject:  Re: [rt-users] RT3.0.6 Install, Web Interface Problem.  Sol8        
                      ts.fsck.com                                                                                               
                                                                                                                                
                                                                                                                                
                      27/11/2003 03:14 PM                                                                                       
                                                                                                                                
                                                                                                                                




Lisa_Lagergren at national.com.au wrote:
> The problem is that when I try to open the RT web interface, it is
> displaying a mess
> of (code?) preceded by the copyright message.  A few elements, a button
on

That points to an Apache misconfiguration. Apache isn't
invoking the Mason handler to parse the content.

Are you sure that mod_perl is being loaded?
--
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - A CyberGuard Company
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm







From Budianto.Goenawarman at Sun.COM  Thu Nov 27 00:10:52 2003
From: Budianto.Goenawarman at Sun.COM (Budianto Goenawarman)
Date: Thu, 27 Nov 2003 13:10:52 +0800
Subject: [rt-users] Username and password for first time login
Message-ID: <3FC5875C.1030103@sun.com>

Hi,

Can somebody please enlighten me.
I cant login to the RT, it is written username or password is
incorrect. I tried to login using the default, which is:
username: root
password: password
Another one that I tried is:
username: rt_user
password: rt_pass
Besides that, I have seen suggestion of changing password, using:
/var/lib/rt2/bin # ./rtadmin --help --user root --password fooBAR
But I cant find "rtadmin" in the bin directory.
Can you suggest me what is the solution to this, or may I know which
file that I can change to enable my login?
FYI, I am using RT3.0.6. Please assist.

Thanks,
Budi







From jesse at bestpractical.com  Thu Nov 27 01:06:27 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 27 Nov 2003 01:06:27 -0500
Subject: [rt-users] rt3.0.7_01 rt_setup_database fails w/postgres
In-Reply-To: 
References: 
Message-ID: <20031127060627.GA18918@fsck.com>




On Wed, Nov 26, 2003 at 09:31:49PM -0500, McKinlay, Ken wrote:
> 
> sbin/rt-setup-database from 3.0.7_01 dies when I try to initialize a
> postgresql database. From what I can tell, it's choking on the
> transaction "BEGIN" at the top of Pg.schema, but I didn't dig into
> rt-setup-database enough to be sure.

So, it appears as if the author of DBD::Pg has released a new version in
the past week or so that changes the semantics of how postgres copes
with transactionalization. On top of that, it appears that it won't
build on my development box. Which does make testing fixes difficult.

Can anyone being bitten by this confirm that simply removing the BEGIN
and COMMIT from the postgres datafile fixes this issue?

	-jesse


-- 
http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From jesse at bestpractical.com  Thu Nov 27 02:01:55 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 27 Nov 2003 02:01:55 -0500
Subject: [rt-devel] Re: [rt-users] rt3.0.7_01 rt_setup_database fails
	w/postgres
In-Reply-To: <20031127060627.GA18918@fsck.com>
References: 
	<20031127060627.GA18918@fsck.com>
Message-ID: <20031127070155.GB18918@fsck.com>




On Thu, Nov 27, 2003 at 01:06:27AM -0500, Jesse Vincent wrote:
> On Wed, Nov 26, 2003 at 09:31:49PM -0500, McKinlay, Ken wrote:
> > 
> > sbin/rt-setup-database from 3.0.7_01 dies when I try to initialize a
> > postgresql database. From what I can tell, it's choking on the
> > transaction "BEGIN" at the top of Pg.schema, but I didn't dig into
> > rt-setup-database enough to be sure.
> 
> So, it appears as if the author of DBD::Pg has released a new version in
> the past week or so that changes the semantics of how postgres copes
> with transactionalization. On top of that, it appears that it won't
> build on my development box. Which does make testing fixes difficult.
> 
> Can anyone being bitten by this confirm that simply removing the BEGIN
> and COMMIT from the postgres datafile fixes this issue?

And tested on my debian box.  This change has entered the repo as change
#371. It will be released as part of 3.0.8.   3.0.8 will likely be a
fairly minor update released in early december to fix a number of small
issues folks have been running into.

	-j

> 
> 	-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
> 

-- 
http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From Budianto.Goenawarman at Sun.COM  Thu Nov 27 03:24:32 2003
From: Budianto.Goenawarman at Sun.COM (Budianto Goenawarman)
Date: Thu, 27 Nov 2003 16:24:32 +0800
Subject: [rt-users] Connect to UNIX account
Message-ID: <3FC5B4C0.6060005@sun.com>

Hi,

Is there any way that I can connect the login by using my
local UNIX account?
Please assist.

Thanks,
Budi








From request_tracker at acerhomes.com  Thu Nov 27 12:42:27 2003
From: request_tracker at acerhomes.com (Rommie)
Date: Fri, 28 Nov 2003 01:42:27 +0800 (PHT)
Subject: [rt-users] Font
Message-ID: <1892.203.131.85.186.1069954947.squirrel@_default_>

How can I change the font used by RT like on the Ticket Display?


---rommie




From hwagener at hamburg.fcb.com  Thu Nov 27 04:56:42 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 27 Nov 2003 10:56:42 +0100
Subject: [rt-users] Font
In-Reply-To: <1892.203.131.85.186.1069954947.squirrel@_default_>
References: <1892.203.131.85.186.1069954947.squirrel@_default_>
Message-ID: <00FE0378-20C0-11D8-89E7-003065DC18B8@hamburg.fcb.com>


Am 27.11.2003 um 18:42 schrieb Rommie:

> How can I change the font used by RT like on the Ticket Display?
>
>
> ---rommie
>
>

Find the file called webrt.css, copy it into the local tree of RT and 
change the font attributes the way You like.

Regards,
     Harald



From rt at mas.ml1.net  Thu Nov 27 05:21:56 2003
From: rt at mas.ml1.net (MAS)
Date: Thu, 27 Nov 2003 10:21:56 +0000
Subject: [rt-users] Is priority supposed to increment over time
	automatically?
Message-ID: <4100924.1069928516@[192.168.0.235]>

Hi all,

The RT documentation makes some mention that the Priority attribute of
tickets goes from its initial priority (which you configure) to its final
priority (which you also configure) over time.

It's not changing automatically in my installation (RT 3.0.7_01), but I'm
not sure whether it's supposed to or not.

Is this supposed to happen automatically? or is this simply a suggested
way to use the priority field? (i.e. it only goes from initial to final
if you make it)

Thanks!

mike






From osinig at mekhanika.ru  Thu Nov 27 06:00:31 2003
From: osinig at mekhanika.ru (Igor Osin)
Date: Thu, 27 Nov 2003 15:00:31 +0400
Subject: [rt-users] Decoding of requestor name broken
Message-ID: <02e901c3b4d5$af84de20$4a01a8c0@mekhanika>

Hi!

The problem is that the perfectly valid requestor name like
"=?koi8-r?B?9MHU2NHOwSDixczRy8/XwQ==?=" (in "From:" message field) after RT
processing becomes broken.

It seems that the bug in lib/RT/Interface/Email.pm line 208:
$Name = Encode::encode(utf8 => $Name, Encode::FB_PERLQQ()) if defined $Name;

Before processing this line $Name contains a valid name (in utf-8), but
after it becomes broken.
Is there any way to fix this ?

rt-3.0.7_1
perl-5.8.2

Thanks!
Igor



From jesse at bestpractical.com  Thu Nov 27 09:34:12 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 27 Nov 2003 09:34:12 -0500
Subject: [rt-users] Decoding of requestor name broken
In-Reply-To: <02e901c3b4d5$af84de20$4a01a8c0@mekhanika>
References: <02e901c3b4d5$af84de20$4a01a8c0@mekhanika>
Message-ID: <20031127143412.GE18918@fsck.com>




On Thu, Nov 27, 2003 at 03:00:31PM +0400, Igor Osin wrote:
> Hi!
> 
> The problem is that the perfectly valid requestor name like
> "=?koi8-r?B?9MHU2NHOwSDixczRy8/XwQ==?=" (in "From:" message field) after RT
> processing becomes broken.
> 
> It seems that the bug in lib/RT/Interface/Email.pm line 208:
> $Name = Encode::encode(utf8 => $Name, Encode::FB_PERLQQ()) if defined $Name;
> 
> Before processing this line $Name contains a valid name (in utf-8), but
> after it becomes broken.
> Is there any way to fix this ?


Igor,

	Can you send me an email message that would exhibit this problem
after being fed into RT?

	Spasibo,
	Jesse

-- 
http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From mux at qualigaz.com  Thu Nov 27 10:06:46 2003
From: mux at qualigaz.com (Maxime Henrion)
Date: Thu, 27 Nov 2003 16:06:46 +0100
Subject: [rt-users] Problems with attachments and Lotus Notes
Message-ID: <00b601c3b4f8$13676c60$2c27a8c0@Sandrine>

    Hello all,


I'm having some problems with attachments and Request Tracker 3.0.6.  When
one sends an e-mail to the RT address with Lotus Notes and an attachment,
the attachment is lost, as well as the body of the e-mail (which is
obviously even more annoying).  The ticket that gets opened only retains the
subject of the e-mail as well as the headers.  The raw e-mail looks like
this :

[SMTP headers...  Those look sane.]

[Body of the e-mail]

(See attached file: foo.jpg)

(UUEncoded file named: foo.jpg follows)
(Its format is: JPEG File Interchange )

begin 644 foo.jpg
[The uuencoded block]
end

So the uuencoded attachment is just put as is in the mail by Lotus (no idea
if that's the problem).

Sending the same e-mail with various other mail clients works ok, so it's
not a problem with the size of the attachment (and besides, both the
$TruncateLongAttachments and the $DropLongAttachments variables are set to
undef).

Looking at the Attachments table of the rt3 database, it seems the
attachment is properly recorded in the database as I can see the uuencoded
data.

RT didn't mail anything to the admin address, and it didn't log anything
either.

Other people have reported similar problems, but I didn't see any suggested
workarounds or patches.  Should I report this in the bugs database ?

Cheers,
Maxime




From jesse at bestpractical.com  Thu Nov 27 10:24:26 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 27 Nov 2003 10:24:26 -0500
Subject: [rt-users] Problems with attachments and Lotus Notes
In-Reply-To: <00b601c3b4f8$13676c60$2c27a8c0@Sandrine>
References: <00b601c3b4f8$13676c60$2c27a8c0@Sandrine>
Message-ID: <20031127152426.GG18918@fsck.com>

Maxime,
	can you send me personal mail which contains an attachment and
	exhibits this issue?

	Best,
	Jesse


On Thu, Nov 27, 2003 at 04:06:46PM +0100, Maxime Henrion wrote:
>     Hello all,
> 
> 
> I'm having some problems with attachments and Request Tracker 3.0.6.  When
> one sends an e-mail to the RT address with Lotus Notes and an attachment,
> the attachment is lost, as well as the body of the e-mail (which is
> obviously even more annoying).  The ticket that gets opened only retains the
> subject of the e-mail as well as the headers.  The raw e-mail looks like
> this :
> 
> [SMTP headers...  Those look sane.]
> 
> [Body of the e-mail]
> 
> (See attached file: foo.jpg)
> 
> (UUEncoded file named: foo.jpg follows)
> (Its format is: JPEG File Interchange )
> 
> begin 644 foo.jpg
> [The uuencoded block]
> end
> 
> So the uuencoded attachment is just put as is in the mail by Lotus (no idea
> if that's the problem).
> 
> Sending the same e-mail with various other mail clients works ok, so it's
> not a problem with the size of the attachment (and besides, both the
> $TruncateLongAttachments and the $DropLongAttachments variables are set to
> undef).
> 
> Looking at the Attachments table of the rt3 database, it seems the
> attachment is properly recorded in the database as I can see the uuencoded
> data.
> 
> RT didn't mail anything to the admin address, and it didn't log anything
> either.
> 
> Other people have reported similar problems, but I didn't see any suggested
> workarounds or patches.  Should I report this in the bugs database ?
> 
> Cheers,
> Maxime
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 goetz at sectionone.de  Thu Nov 27 11:47:02 2003
From: goetz at sectionone.de (Volker Goetz)
Date: Thu, 27 Nov 2003 17:47:02 +0100
Subject: [rt-users] Problem: Non-ASCII characters as Custom field values
Message-ID: <200311271747.10160.goetz@sectionone.de>

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

Hello,

I'm trying to add values with non ASCII characters in it (German Umlaut, 
e.g. ? = ä) to custom fields. The values are stored correctly in the 
database; they are also displayed correctly in the web frontend in either 
the configuration section and also when adding/editing a particular 
ticket.

The value of the custom field, however, can only be changed to another 
value when and only when the current value does ONLY contain plain ASCII 
characters (i.e. a-z 0-9). It then can be changed to any value available, 
including those with german umlauts.

Once a value with umlauts is selected it is impossible to change it 
correctly. Custom fields with "select one value" behaviour are broken 
sucht that the new value does not replace the old values but it is added, 
rusulting that the "select one value" field actually has two values.

Cause of the fault seems to be that RT cannot find the old value (with 
umlauts) to delete, before it adds the new value.

Environment:
RT 2.0.7_01
RedHat 9
Apache 2.0.48 (own build)
PostgreSQL 7.4 (own build)
Perl 5.8.0 + required modules

The umlaut problem within ticket bodies, as discussed a few days ago, is 
solved with the patch that has been sent to the list.


- -- 

Volker G?tz

- ---------------------------------------------------------------
section(one               Mail goetz at sectionone.de
Dipl.-Inform. Univ.       Web  http://www.sectionone.de/
Volker G?tz               Tel. 0 30 / 40 00 67 9-0
Rosa-Luxemburg-Stra?e 15  Fax  0 30 / 40 00 67 9-15
10178 Berlin              PGP  4FEB1C34 @ wwwkeys.de.pgp.net
- ---------------------------------------------------------------
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Version: GnuPG v1.2.3 (GNU/Linux)

iD8DBQE/xiqHWM9gHU/rHDQRAhh6AJ9biMIver1XAszUwGeGTmrXkYmY3gCeOmV0
3X7NCfBDCVt5YV8fxLmLFcE=
=4zU+
-----END PGP SIGNATURE-----


From jesse at bestpractical.com  Thu Nov 27 12:25:18 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 27 Nov 2003 12:25:18 -0500
Subject: [rt-users] Problems with attachments and Lotus Notes
In-Reply-To: <00b601c3b4f8$13676c60$2c27a8c0@Sandrine>
References: <00b601c3b4f8$13676c60$2c27a8c0@Sandrine>
Message-ID: <20031127172518.GK18918@fsck.com>




On Thu, Nov 27, 2003 at 04:06:46PM +0100, Maxime Henrion wrote:
>     Hello all,
> 
> 
> I'm having some problems with attachments and Request Tracker 3.0.6.  When
> one sends an e-mail to the RT address with Lotus Notes and an attachment,
> the attachment is lost, as well as the body of the e-mail (which is
> obviously even more annoying).  The ticket that gets opened only retains the
> subject of the e-mail as well as the headers.  The raw e-mail looks like
> this :

1. The email isn't dropped. It's just not displayed by RT. (There's a
download link for it to the right)

2. The actual problem is that RT wasn't set up to decode UUEncoded
attachments. This was a one-line fix to the EmailParser.pm class to
instruct MIME::Entity to do the right thing. The change will be
committed to the repository as soon as the test suite finishes running
and will be available in 3.0.8.  FWIW, newer versions of Notes are
reported to deal much better with RT and the rest of the world.

	Jesse


> So the uuencoded attachment is just put as is in the mail by Lotus (no idea
> if that's the problem).
> 

-- 
http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From rmillisl at gdcanada.com  Thu Nov 27 12:32:42 2003
From: rmillisl at gdcanada.com (Randy Millis)
Date: Thu, 27 Nov 2003 10:32:42 -0700
Subject: [rt-users] RT 3.0.3 Create Update Notifications?
Message-ID: <000501c3b50c$76065f70$67fc1eac@gdcan.com>

I asked something similar here before and never did see a reply, so I will
try again. :-)

How can I get RT 3.0.3 to send me e-mail notifications on a new ticket
creation or an old ticket update by a user?

As well, is there a way to tell if a ticket has been updated by a user since
I last saw it?



From diego.fernandez at thenetfirm.com  Thu Nov 27 12:34:48 2003
From: diego.fernandez at thenetfirm.com (Diego Fernandez Marin)
Date: Thu, 27 Nov 2003 18:34:48 +0100
Subject: [rt-users] Cannot see Queues in Users
Message-ID: 


Hi to everyone

I managed to install RT 3.0.7 in a Fedora Core 1 box with MySql 3.23 and
Apache 2 with mod_perl 1.99 ...with some pain, i must say

At the end I got it, so it time to set all the logic up, I created users
(priviledges and non), I created Groups and assigned proviledges users
to these groups, and i put some basic rights to the queues i created in
order to have non priviledges users the option to create a ticket.
I just put create ticket, and show ticket rights in one queue and in the
requestor global role create ticket and show ticket ... basic rights isnt
it?
But it doen't work, when I log in into the system (web interface) with a non
proviledged user called "customer" and go to Create Ticket I cannot
see any queue in the drop down list of queue.

Can anyone give me some light on it?, I'm quite sure, to be host, I am doing
something wrong but i cannot see what

Cheers to everyone

Diego

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From jesse at bestpractical.com  Thu Nov 27 12:36:13 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 27 Nov 2003 12:36:13 -0500
Subject: [rt-users] Problem: Non-ASCII characters as Custom field values
In-Reply-To: <200311271747.10160.goetz@sectionone.de>
References: <200311271747.10160.goetz@sectionone.de>
Message-ID: <20031127173613.GL18918@fsck.com>




On Thu, Nov 27, 2003 at 05:47:02PM +0100, Volker Goetz wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> Hello,
> 
> I'm trying to add values with non ASCII characters in it (German Umlaut, 
> e.g. ? = ä) to custom fields. The values are stored correctly in the 
> database; they are also displayed correctly in the web frontend in either 
> the configuration section and also when adding/editing a particular 
> ticket.
> 
> The value of the custom field, however, can only be changed to another 
> value when and only when the current value does ONLY contain plain ASCII 
> characters (i.e. a-z 0-9). It then can be changed to any value available, 
> including those with german umlauts.
> 
> Once a value with umlauts is selected it is impossible to change it 
> correctly. Custom fields with "select one value" behaviour are broken 
> sucht that the new value does not replace the old values but it is added, 
> rusulting that the "select one value" field actually has two values.


So, I see the following when trying to change such things:


CFTest ??? ??? test 2 changed to foo ???

Custom field value ??? test 2 could not be found for custom field CFTest ???

The error is reported, but RT actually does do the right thing.

Is that what you're seeing? Can anyone else confirm that RT is doing the
wrong thing for them?


> Cause of the fault seems to be that RT cannot find the old value (with 
> umlauts) to delete, before it adds the new value.
> 
> Environment:
> RT 2.0.7_01
> RedHat 9
> Apache 2.0.48 (own build)
> PostgreSQL 7.4 (own build)
> Perl 5.8.0 + required modules
> 
> The umlaut problem within ticket bodies, as discussed a few days ago, is 
> solved with the patch that has been sent to the list.
> 
> 
> - -- 
> 
> Volker G?tz
> 
> - ---------------------------------------------------------------
> section(one               Mail goetz at sectionone.de
> Dipl.-Inform. Univ.       Web  http://www.sectionone.de/
> Volker G?tz               Tel. 0 30 / 40 00 67 9-0
> Rosa-Luxemburg-Stra?e 15  Fax  0 30 / 40 00 67 9-15
> 10178 Berlin              PGP  4FEB1C34 @ wwwkeys.de.pgp.net
> - ---------------------------------------------------------------
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.2.3 (GNU/Linux)
> 
> iD8DBQE/xiqHWM9gHU/rHDQRAhh6AJ9biMIver1XAszUwGeGTmrXkYmY3gCeOmV0
> 3X7NCfBDCVt5YV8fxLmLFcE=
> =4zU+
> -----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 goetz at sectionone.de  Thu Nov 27 12:52:57 2003
From: goetz at sectionone.de (Volker Goetz)
Date: Thu, 27 Nov 2003 18:52:57 +0100
Subject: [rt-users] Problem: Non-ASCII characters as Custom field values
In-Reply-To: <20031127173613.GL18918@fsck.com>
References: <200311271747.10160.goetz@sectionone.de>
	<20031127173613.GL18918@fsck.com>
Message-ID: <200311271852.58929.goetz@sectionone.de>

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

Hi Jesse,

Am Donnerstag, 27. November 2003 18:36 schrieb Jesse Vincent:
> So, I see the following when trying to change such things:
> 
> 
> CFTest ??? ??? test 2 changed to foo ???
> 
> Custom field value ??? test 2 could not be found for custom field CFTest
> ???
 
> The error is reported, but RT actually does do the right thing.
> 
> Is that what you're seeing? Can anyone else confirm that RT is doing
> the
 wrong thing for them?

Thats exactly what I'm seeing when I changed the value via the Basics (? - 
I have german menus :) menu.

But:
the selection box is *not* changed, still highlighting the old value. And 
if you just "show" (or display) the ticket, there are TWO values for the 
"select-one" displayed.

I can provide you with a login to my test instance of RT and we can meet in 
IRC, if you want.


- -- 

Mit freundlichen Gr??en

Volker G?tz

- ---------------------------------------------------------------
section(one               Mail goetz at sectionone.de
Dipl.-Inform. Univ.       Web  http://www.sectionone.de/
Volker G?tz               Tel. 0 30 / 40 00 67 9-0
Rosa-Luxemburg-Stra?e 15  Fax  0 30 / 40 00 67 9-15
10178 Berlin              PGP  4FEB1C34 @ wwwkeys.de.pgp.net
- ---------------------------------------------------------------
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From acesarz at crowley.pl  Thu Nov 27 13:41:59 2003
From: acesarz at crowley.pl (Alek Cesarz)
Date: Thu, 27 Nov 2003 19:41:59 +0100
Subject: [rt-users] seperating queues
Message-ID: <3FC64577.109@crowley.pl>

hello rt users,
i am happy rt user for 2 years or so, and run into a problem recently. i
hope that somebody will know how to solve it.

situation:
one RT2 instance running 4 main queues: TWS, nietypowe, abuse, problem.
first two are used internally and have something like 500 tickets total.
third one is used to catch incoming abuse reports and has 40 000
tickets. fourth is not used anylonger (we developed our own ticketing
system connected to CRM applications), but has 10 000 old tickets.
current db is postgres.

idea:
i want to:
1. install RT3 on 2 servers and migrate to mysql (it was reported to be
faster with rt).
2. import abuse to server 1.
3. import TWS and nietypowe to server 2.
4. tar/gzip/rm -rf the rest

problem:
i have no idea how to do it...

hope somebody will show me the tools or procedure on doing this.
best regards,
-- 
Alek Cesarz : NOD manager : ALEK1-RIPE
+48 22 860 69 60 : Crowley Data Poland


From jim.mozley at exponential-e.com  Thu Nov 27 14:40:34 2003
From: jim.mozley at exponential-e.com (Jim Mozley)
Date: Thu, 27 Nov 2003 19:40:34 +0000
Subject: [rt-users] RT 3.0.3 Create Update Notifications?
In-Reply-To: <000501c3b50c$76065f70$67fc1eac@gdcan.com>
References: <000501c3b50c$76065f70$67fc1eac@gdcan.com>
Message-ID: <3FC65332.5050502@exponential-e.com>

Randy Millis wrote:

>I asked something similar here before and never did see a reply, so I will
>try again. :-)
>
>How can I get RT 3.0.3 to send me e-mail notifications on a new ticket
>creation or an old ticket update by a user?
>  
>
AFAIK this is default behaviour if one sets up queues and users in 
groups that get notificed by the default scrips. Its all in the RT 
manual, look at configuring queues and group rights (and place 
appropriate users in the group).

>As well, is there a way to tell if a ticket has been updated by a user since
>I last saw it?
>  
>
Errrr, it gets put in the ticket. You also receive an email.

Jim




From asterr at pobox.com  Thu Nov 27 20:26:02 2003
From: asterr at pobox.com (asterr)
Date: Fri, 28 Nov 2003 10:26:02 +0900 (JST)
Subject: [rt-users] Is priority supposed to increment over time
	automatically?
In-Reply-To: <4100924.1069928516@[192.168.0.235]>
Message-ID: 

You need to set up a cron job, like:

13 0 * * * /opt/RT/bin/rt-crontool --action RT::Action::EscalatePriority --search RT::Search::ActiveTicketsInQueue --search-arg changecontrol


Replace the path to rt-crontool and the queue name (--search-arg) as 
appropriate.  I believe you need to set up one job per queue, at least I did
not see any way to get rt-crontool to process all queues.

-Aaron

On Thu, 27 Nov 2003, MAS wrote:

> Hi all,
> 
> The RT documentation makes some mention that the Priority attribute of
> tickets goes from its initial priority (which you configure) to its final
> priority (which you also configure) over time.
> 
> It's not changing automatically in my installation (RT 3.0.7_01), but I'm
> not sure whether it's supposed to or not.
> 
> Is this supposed to happen automatically? or is this simply a suggested
> way to use the priority field? (i.e. it only goes from initial to final
> if you make it)
> 
> Thanks!
> 
> mike
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
> 
> 



From asterr at pobox.com  Thu Nov 27 20:33:31 2003
From: asterr at pobox.com (asterr)
Date: Fri, 28 Nov 2003 10:33:31 +0900 (JST)
Subject: [rt-users] Cannot see Queues in Users
In-Reply-To: 
Message-ID: 

Try the SeeQueue option.

On Thu, 27 Nov 2003, Diego Fernandez Marin wrote:

> 
> Hi to everyone
> 
> I managed to install RT 3.0.7 in a Fedora Core 1 box with MySql 3.23 and
> Apache 2 with mod_perl 1.99 ...with some pain, i must say
> 
> At the end I got it, so it time to set all the logic up, I created users
> (priviledges and non), I created Groups and assigned proviledges users
> to these groups, and i put some basic rights to the queues i created in
> order to have non priviledges users the option to create a ticket.
> I just put create ticket, and show ticket rights in one queue and in the
> requestor global role create ticket and show ticket ... basic rights isnt
> it?
> But it doen't work, when I log in into the system (web interface) with a non
> proviledged user called "customer" and go to Create Ticket I cannot
> see any queue in the drop down list of queue.
> 
> Can anyone give me some light on it?, I'm quite sure, to be host, I am doing
> something wrong but i cannot see what
> 
> Cheers to everyone
> 
> Diego
> 
> 



From pdh at snapgear.com  Thu Nov 27 22:13:05 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 28 Nov 2003 13:13:05 +1000
Subject: [rt-users] RT3 woes still.
In-Reply-To: <20031126172351.07345A8938@lucy.corp.lumeta.com>
References: <20031126172351.07345A8938@lucy.corp.lumeta.com>
Message-ID: <20031128031305.GC748@moreton.com.au>

Glenn E. Sieb wrote:
> Nov 26 12:15:05 caduceus RT: DBD::Pg::st execute failed: ERROR:  Cannot insert a
>  duplicate key into unique index users1 at /usr/local/lib/perl5/site_perl/5.8.0/
> DBIx/SearchBuilder/Handle.pm line 410.  (/sw/rt/lib/RT.pm:247)

You need to update Postgres's autoincrement counters. Info on
this can be found in the rt-users archives; it comes up every
now and then.
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - A CyberGuard Company


From pdh at snapgear.com  Thu Nov 27 22:13:40 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 28 Nov 2003 13:13:40 +1000
Subject: [rt-users] RTFM not showing up in RT after install
In-Reply-To: 
References: 
Message-ID: <20031128031340.GD748@moreton.com.au>

Mike R. Prevost wrote:
> After doing the RTFM make install, the RTFM item does not show up on the RT
> page after login.

You did *stop* and *start* apache, not just reload it, right?
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - A CyberGuard Company


From pdh at snapgear.com  Thu Nov 27 22:16:43 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 28 Nov 2003 13:16:43 +1000
Subject: [rt-users] Problems with attachments corrupted
In-Reply-To: <3FC45C27.8060806@ciemat.es>
References: <3FC45C27.8060806@ciemat.es>
Message-ID: <20031128031643.GF748@moreton.com.au>

Antonio Sanchez wrote:
> I can send tickets with attachment without problem from webinterface of 
> RT, but if I send a message to a queue with an attachment, RT show the 
> link to the attach in the ticket but the file is corrupted and i cant 
> see it.

You'll need to give more info than that. Versions of RT,
database, OS, Apache, and anything else relevant would
be a good start....
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - A CyberGuard Company


From pdh at snapgear.com  Thu Nov 27 22:18:37 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 28 Nov 2003 13:18:37 +1000
Subject: [rt-users] new languages
In-Reply-To: <32933.80.97.24.235.1069877268.squirrel@www.ambra.ro>
References: <32933.80.97.24.235.1069877268.squirrel@www.ambra.ro>
Message-ID: <20031128031837.GG748@moreton.com.au>

victor wrote:
> I wrote a new file for languages in rt.
> I copied it in the language directory.
> Now I select my language from the browser, but it does not work.
> The other languages from rt are working.

Did you stop and start apache after copying the language file into RT?
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - A CyberGuard Company


From pdh at snapgear.com  Thu Nov 27 22:20:07 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 28 Nov 2003 13:20:07 +1000
Subject: [rt-users] Username and password for first time login
In-Reply-To: <3FC5875C.1030103@sun.com>
References: <3FC5875C.1030103@sun.com>
Message-ID: <20031128032007.GH748@moreton.com.au>

Budianto Goenawarman wrote:
> I cant login to the RT, it is written username or password is
> incorrect. I tried to login using the default, which is:
> username: root
> password: password

That should work. Is there anything interesting in your logs?
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - A CyberGuard Company


From pdh at snapgear.com  Thu Nov 27 22:21:56 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 28 Nov 2003 13:21:56 +1000
Subject: [rt-users] please help: error in rt2
In-Reply-To: <39411.207.17.136.150.1069862234.squirrel@crosspoint.dyndns.org>
References: <39411.207.17.136.150.1069862234.squirrel@crosspoint.dyndns.org>
Message-ID: <20031128032156.GI748@moreton.com.au>

Calvin Leung wrote:
> I got this error recently and can't log in unless I restart my httpd.
> [Tue Nov 25 22:23:01 2003] [error] [client x.x.x.x] FastCGI: server
> "/opt/rt2/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute failed:
> MySQL server has gone away at

Is the MySQL server really going away, or is the database
handle timing out? Check your MySQL logs for signs of
restart.
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - A CyberGuard Company


From pdh at snapgear.com  Thu Nov 27 22:22:54 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 28 Nov 2003 13:22:54 +1000
Subject: [rt-users] time tracking
In-Reply-To: <004501c3b437$1a7e1f60$c301a8c0@pcrobertg>
References: <004501c3b437$1a7e1f60$c301a8c0@pcrobertg>
Message-ID: <20031128032254.GJ748@moreton.com.au>

Robert Gorman wrote:
> I would like to add a text box in the ticket that will allow users to
> input amount of time on a call. I would then like that text box to be
> tracked and added up for each user and group for reporting purposes.

A box like the "Worked" field in Ticket/Update.html?
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - A CyberGuard Company


From pdh at snapgear.com  Thu Nov 27 22:24:48 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 28 Nov 2003 13:24:48 +1000
Subject: [rt-users] Connect to UNIX account
In-Reply-To: <3FC5B4C0.6060005@sun.com>
References: <3FC5B4C0.6060005@sun.com>
Message-ID: <20031128032448.GK748@moreton.com.au>

Budianto Goenawarman wrote:
> Is there any way that I can connect the login by using my
> local UNIX account?

What do you mean by "connect the login"? If you mean you
want to share passwords between your login account and
RT, sure: look for WebExternalAuth in the RT Configs and
set Apache up to auth you instead.
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - A CyberGuard Company


From Budianto.Goenawarman at Sun.COM  Thu Nov 27 22:37:27 2003
From: Budianto.Goenawarman at Sun.COM (Budianto Goenawarman)
Date: Fri, 28 Nov 2003 11:37:27 +0800
Subject: [rt-users] Username and password for first time login
In-Reply-To: <20031128032007.GH748@moreton.com.au>
References: <3FC5875C.1030103@sun.com> <20031128032007.GH748@moreton.com.au>
Message-ID: <3FC6C2F7.6040808@Sun.COM>

Hi Phil,

Thanks for the reply. The log file in RT3.0.6/var/log is:

[warning]: Your component path 
(/www/budi/RT/RT3.0.6/share/html/NoAuth/images/favicon.png) matches a 
real file on disk 
(/www/budi/RT/RT3.0.6/share/html/NoAuth/images/favicon.png).  Have you 
read about the component root in the Administrator's Manual 
(HTML::Mason::Admin)? at 
/usr/local/lib/perl5/site_perl/5.8.2/HTML/Mason/Resolver/File.pm line 93.
  (/www/budi/RT/RT3.0.6/lib/RT.pm:247)

The access log file in Apache:

[28/Nov/2003:11:33:43 +0800] "GET / HTTP/1.1" 200 2123
[28/Nov/2003:11:33:44 +0800] "GET /NoAuth/webrt.css HTTP/1.1" 200 2122
[28/Nov/2003:11:34:01 +0800] "POST /index.html HTTP/1.1" 200 2127
[28/Nov/2003:11:34:02 +0800] "GET /NoAuth/webrt.css HTTP/1.1" 200 6945

Do you know where I can locate the password stored? Or is there any way
that I can change the password?

Thanks a lot,
Budi



Phil Homewood wrote:
> Budianto Goenawarman wrote:
> 
>>I cant login to the RT, it is written username or password is
>>incorrect. I tried to login using the default, which is:
>>username: root
>>password: password
> 
> 
> That should work. Is there anything interesting in your logs?




From abest at rentokilinitial.com.au  Fri Nov 28 00:49:09 2003
From: abest at rentokilinitial.com.au (Andrew Best)
Date: Fri, 28 Nov 2003 16:49:09 +1100
Subject: [rt-users] HOWTO: Authenticate RT users against Active Directory
Message-ID: <01cb01c3b573$585ca940$4da09384@rentokilinitial.com.au>

Incoming quick and nasty docs on how to make RT authenticate users against
MS Active Directory.

How to setup RT to Authenticate against AD.
Running on RH 7.3.

Assuming you have RT and Apache up and running okay.

Installed auth_ldap-1.6.0-4.i386.rpm package. (`rpm -ivh
auth_ldap-1.6.0-4.i386.rpm`)

Uncommented the following lines from httpd.conf (usually
/etc/httpd/conf/httpd.conf)

 LoadModule auth_ldap_module   modules/mod_auth_ldap.so
 AddModule auth_ldap.c

Added the following lines to my httpd.conf to the section I wanted to
protect:

Options Indexes FollowSymLinks
AllowOverride None
order allow,deny
allow from all
AuthName "MIS Test AD Lab"
AuthType Basic
AuthLDAPUrl ldap://win2ktest.mistest.internal:389/ou=Head
Office,dc=mistest,dc=internal?sAMAccountName?sub?(objectClass=*)
AuthLDAPBindDN "cn=svc_apache,cn=Users,dc=mistest,dc=internal" # AD wont let
anon users query the directory so we connect to AD using an account we
specify here.
AuthLDAPBindPassword "YOUR_PASSWORD_GOES_HERE"
require valid-user
#require user muquit foo bar "john doe"
#require roomnumber "123 Center Building"
#require filter "(&(telephonenumber=1234)(roomnumber=123))"
#require group cn=rcs,ou=Groups

Where:
"win2ktest.mistest.internal" is the DNS name of my DC.
"389" is the std. LDAP port.
"ou=Head Office" is the OU containing users I want to authentificate. (Note:
I havent yet worked out how to make it authenticate against users in
multiple OU's)

The directives in my httpd.conf for my RT test setup looked like the
following:


    ServerName rt.mistest.internal
    DocumentRoot /home/helpdesk/rt3/share/html
    AddDefaultCharset UTF-8
    PerlModule Apache::DBI
    PerlRequire /home/helpdesk/rt3/bin/webmux.pl
    
        SetHandler perl-script
        PerlHandler RT::Mason
        Options Indexes FollowSymLinks
        AllowOverride None
        order allow,deny
        allow from all
        AuthName "MIS Test AD Lab"
        AuthType Basic
        AuthLDAPUrl ldap://win2ktest.mistest.internal:389/ou=Head
Office,dc=mistest,dc=internal?sAMAccountName?sub?(objectClass=*)
        AuthLDAPBindDN "cn=svc_apache,cn=Users,dc=mistest,dc=internal"
        AuthLDAPBindPassword "YOUR_PASSWORD_GOES_HERE"
        require valid-user
        #require user muquit foo bar "john doe"
        #require roomnumber "123 Center Building"
        #require filter "(&(telephonenumber=1234)(roomnumber=123))"
        #require group cn=rcs,ou=Groups
    


Modifed my RT_SiteConfig.pm and added the following entries:

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

# If $WebFallbackToInternalAuth is undefined, the user is allowed a chance
# of fallback to the login screen, even if REMOTE_USER failed.
$WebFallbackToInternalAuth=undef;

# $WebExternalGecos means to match 'gecos' field as the user identity);
# useful with mod_auth_pwcheck and IIS Integrated Windows logon.
$WebExternalGecos=undef;

# $WebExternalAuto will create users under the same name as REMOTE_USER
# upon login, if it's missing in the Users table.
$WebExternalAuto=1;

Ran `apachectl configtest`. It should say things are okay.
Restarted apache (`service httpd stop; service httpd start`)



From einar.fagertun at cc.uit.no  Fri Nov 28 06:33:36 2003
From: einar.fagertun at cc.uit.no (Einar Fagertun)
Date: Fri, 28 Nov 2003 12:33:36 +0100
Subject: [rt-users] Slow RT 3.0.5 (indexing tables?)
Message-ID: 

Our RT is slow to respond when one acces the tickets within the browser. We r thinkin about indexing some of the tables/collums but we dont know which one will yield the best results. Any suggestions?

Sincerily
Einar Fagertun


From cubic at acronis.ru  Fri Nov 28 06:36:35 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Fri, 28 Nov 2003 14:36:35 +0300
Subject: [rt-users] Slow RT 3.0.5 (indexing tables?)
In-Reply-To: 
References: 
Message-ID: <3FC73343.4090206@acronis.ru>

Einar Fagertun wrote:
> Our RT is slow to respond when one acces the tickets within the browser. We r thinkin about indexing some of the tables/collums but we dont know which one will yield the best results. Any suggestions?
> 
> Sincerily
> Einar Fagertun
Look into archives of the list. There is HUGE discussions about 
perfomance issues.
		Best regards. Ruslan.



From this_isnt_read at yahoo.com.au  Fri Nov 28 07:00:59 2003
From: this_isnt_read at yahoo.com.au (=?iso-8859-1?q?Crispin=20Bennett?=)
Date: Fri, 28 Nov 2003 04:00:59 -0800 (PST)
Subject: [rt-users] Installing on Win32
Message-ID: <20031128120059.32827.qmail@web40208.mail.yahoo.com>

I've been trying to install rt-3.0.6.exe on a WinXP
box. The idea would probably ultimately be to run
under Linux, but I want to eval RT quickly, so I
thought I'd try the installer. So far, no luck -- when
I try to run, the setup falls over on each download
('download failed'). I rerun it a few times; each time
I usually manage to get one more item downloaded.
Eventually they are all there and the installer does
eventually get to the install phase proper.
Eventually, however, I get this error message:

<------ (snip) ------>

[Fri Nov 28 21:56:57 2003] [error] Can't locate
C:/Progra~1/OurInternet/Reques~1/winrt/cgi/modperl2.
pl in @INC (@INC contains:
C:/Progra~1/OurInternet/Common/perl/lib
C:/Progra~1/OurInternet/Common/pe
rl/site/lib C:/Progra~1/OurInternet/Reques~1/rt/lib
C:/Progra~1/OurInternet/Reques~1/rt/local/lib .
E:\Program Files\OurInternet\Request Tracker/
E:\Program Files\OurInternet\Request Tracker/lib/perl)
 at (eval 1) line 1.

[Fri Nov 28 21:56:57 2003] [error] Can't load Perl
file: C:/Progra~1/OurInternet/Reques~1/winrt/cgi/
modperl2.pl for server localhost:0, exiting...

Note the errors or messages above, and press the 
key to exit.  19...

<------ (snip) ------>

I have gone into the directories that are created in
my Program Files dir, and tried to run the apps
(apache, mysql etc) directly and edit the conf files,
but it seems the install has broken quite early and
there isn't enough there to get them running without a
lot of tweaking (adnd I really don't know enough about
Apache or mySql to do this).

Any ideas? Is there likely to be something about my
system (eg. the system drive being e: instead of c:)
which might be tripping up the installer?



__________________________________
Do you Yahoo!?
Free Pop-Up Blocker - Get it now
http://companion.yahoo.com/


From autrijus at autrijus.org  Fri Nov 28 08:57:38 2003
From: autrijus at autrijus.org (Autrijus Tang)
Date: Fri, 28 Nov 2003 21:57:38 +0800
Subject: [rt-users] Installing on Win32
In-Reply-To: <20031128120059.32827.qmail@web40208.mail.yahoo.com>
References: <20031128120059.32827.qmail@web40208.mail.yahoo.com>
Message-ID: <20031128135738.GA1734@aut.dyndns.org>

On Fri, Nov 28, 2003 at 04:00:59AM -0800, Crispin Bennett wrote:
> I've been trying to install rt-3.0.6.exe on a WinXP

So, there is a chance that your install path is not

    C:\progra~1\

If that is the case, please correct it so that this
is the case.  Currently several places do assume that
the path is C:\progra~1\ -- you can find and subtitute
them all to E:\, though.

Also, 3.0.7.exe is out, and you may have better luck
trying it.

Thanks,
/Autrijus/


From john_oshea at wordbank.com  Fri Nov 28 11:32:27 2003
From: john_oshea at wordbank.com (john_oshea at wordbank.com)
Date: Fri, 28 Nov 2003 16:32:27 +0000
Subject: [rt-users] Apache segfaulting on RT::Mason
Message-ID: 

I'm in the process of moving an existing RT2 installation from a 
machine on the verge of hardware death to something a bit more robust 
and am hitting the above-mentioned problem. I've managed to narrow 
the problem down to Apache segfaulting when it adds RT::Mason into 
the handler chain, but I'm then out of my depth in terms of where to 
go from there.

I've copied over the config.pm file from the original machine, 
pg_dump'ed the original rt2 database and restored it via psql < 
{name_of_dump_file}, and checked that the file/folder permissions are 
the same on both machines.

Any pointers as to where to go from here would be most appreciated.

Thanks

John



Other details:

All the following are built from freshly-CVSup'ed ports on a FreeBSD 
4.8 PIII box:

apache-1.3.29_1
perl-5.8.2_2
rt2-2.0.15_1
postgresql-7.2.4_2
mod_perl-1.28
mod_php4-4.3.4_2,1
p5-HTML-Mason-1.23

Original (on the verge of death machine) is running FreeBSD 4.9. 
PostgreSQL versions are identical.


The error message:

root www1#> /usr/local/sbin/httpd -X
perl_parse args: '/dev/null' ...allocating perl interpreter...ok
constructing perl interpreter...ok
loading perl module 'DynaLoader'...ok
ok
running perl interpreter...ok
mod_perl: 0 END blocks encountered during server startup
loading perl module 'Apache'...loading perl module 
'Apache::Constants::Exports'...ok
ok
PerlModule: arg='Apache::DBI'
loading perl module 'Apache::DBI'...ok
PerlRequire: arg=`/usr/local/rt2/bin/webmux.pl'
attempting to require `/usr/local/rt2/bin/webmux.pl'
FETCH $0 => /usr/local/lib/perl5/site_perl/5.8.2/CGI.pm
blessing request_rec=(0x0)
init `PerlHandler' stack
perl_cmd_push_handlers: @PerlHandler, 'RT::Mason'
pushing `RT::Mason' into `PerlHandler' handlers
zsh: segmentation fault (core dumped)  /usr/local/sbin/httpd -X

-- 
John O'Shea, IT Services
Wordbank Limited
33 Charlotte Street, London W1T 1RR
Direct line: +44 (0) 20 7903 8829
Fax: +44 (0) 20 7903 8888



From dka at kesslerundpartner.biz  Fri Nov 28 12:50:12 2003
From: dka at kesslerundpartner.biz (Daniel Kleine-Albers)
Date: Fri, 28 Nov 2003 18:50:12 +0100 (CET)
Subject: [rt-users] Problem with RT 3.0.7 and RTFM 2.0.1
Message-ID: <3630.212.144.146.241.1070041812.squirrel@webmail.kesslerundpartner.bi
	z>

Hallo everybody,

i've got some strange problem with the above versions of rt and rtfm. I
installed rt on apache with modperl on an FreeBSD box. Everything was
running fine until i installed rtfm. Since that i occassionally get the
error message below or a similiar message.

(Perl 5.8 and all required modules are installed properly - the directory
below has only the name 5.6.1 i believe).

Have you got any idea about this problem?

Thanx, Daniel


error:  Error during compilation of
/usr/local/rt3/share/html/Callbacks/RTFM/autohandler/Default:
Died at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm line 546.

Stack:
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:281]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:546]
[/usr/local/rt3/lib/RT/URI/fsck_com_rtfm.pm:19]
[/usr/local/rt3/lib/RT/URI/fsck_com_rtfm.pm:19]
[/usr/local/rt3/lib/RT/URI/fsck_com_rtfm.pm:19]
[/usr/local/rt3/lib/RT/URI/fsck_com_rtfm.pm:19]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:549]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:326]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:863]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:967]
[/usr/local/rt3/share/html/Elements/Callback:58]
[/usr/local/rt3/share/html/autohandler:149]
Compilation failed in require at
/usr/local/rt3/lib/RT/FM/Article_Overlay.pm line 28.

Stack:
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:281]
[/usr/local/rt3/lib/RT/FM/Article_Overlay.pm:28]
[/usr/local/rt3/lib/RT/URI/fsck_com_rtfm.pm:28]
[/usr/local/rt3/lib/RT/URI/fsck_com_rtfm.pm:28]
[/usr/local/rt3/lib/RT/URI/fsck_com_rtfm.pm:28]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:549]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:326]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:863]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:967]
[/usr/local/rt3/share/html/Elements/Callback:58]
[/usr/local/rt3/share/html/autohandler:149]
BEGIN failed--compilation aborted at
/usr/local/rt3/lib/RT/FM/Article_Overlay.pm line 28.

Stack:
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:281]
[/usr/local/rt3/lib/RT/FM/Article_Overlay.pm:28]
[/usr/local/rt3/lib/RT/FM/Article_Overlay.pm:28]
[/usr/local/rt3/lib/RT/FM/Article_Overlay.pm:28]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:549]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:326]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:863]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:967]
[/usr/local/rt3/share/html/Elements/Callback:58]
[/usr/local/rt3/share/html/autohandler:149]
Compilation failed in require at (eval 1894) line 3.

Stack:
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:281]
[(eval 1894):3]
[/usr/local/rt3/lib/RT/FM/Article_Overlay.pm:0]
[/usr/local/rt3/lib/RT/FM/Article_Overlay.pm:0]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:549]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:326]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:863]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:967]
[/usr/local/rt3/share/html/Elements/Callback:58]
[/usr/local/rt3/share/html/autohandler:149]
Compilation failed in require at
/usr/local/rt3/lib/RT/FM/ArticleCollection.pm line 44.

Stack:
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:281]
[/usr/local/rt3/lib/RT/FM/ArticleCollection.pm:44]
[/usr/local/rt3/lib/RT/FM/Article.pm:44]
[/usr/local/rt3/lib/RT/FM/Article.pm:44]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:549]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:326]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:863]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:967]
[/usr/local/rt3/share/html/Elements/Callback:58]
[/usr/local/rt3/share/html/autohandler:149]
BEGIN failed--compilation aborted at
/usr/local/rt3/lib/RT/FM/ArticleCollection.pm line 44.

Stack:
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:281]
[/usr/local/rt3/lib/RT/FM/ArticleCollection.pm:44]
[/usr/local/rt3/lib/RT/FM/ArticleCollection.pm:44]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:549]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:326]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:863]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:967]
[/usr/local/rt3/share/html/Elements/Callback:58]
[/usr/local/rt3/share/html/autohandler:149]
Compilation failed in require at
/usr/local/rt3/share/html/Callbacks/RTFM/autohandler/Default line 20.

Stack:
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:281]
[/usr/local/rt3/share/html/Callbacks/RTFM/autohandler/Default:20]
[/usr/local/rt3/lib/RT/FM/ArticleCollection.pm:20]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:549]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:326]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:863]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:967]
[/usr/local/rt3/share/html/Elements/Callback:58]
[/usr/local/rt3/share/html/autohandler:149]
BEGIN failed--compilation aborted at
/usr/local/rt3/share/html/Callbacks/RTFM/autohandler/Default line 20.

Stack:
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:281]
[/usr/local/rt3/share/html/Callbacks/RTFM/autohandler/Default:20]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:549]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:326]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:863]
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:967]
[/usr/local/rt3/share/html/Elements/Callback:58]
[/usr/local/rt3/share/html/autohandler:149]


context:  1:  %# BEGIN LICENSE BLOCK
2:  %#
3:  %# Copyright (c) 2002-2003 Jesse Vincent 
4:  %#
5:  %# This program is free software; you can redistribute it and/or modify
6:  %# it under the terms of version 2 of the GNU General Public License
7:  %# as published by the Free Software Foundation.
...
16:  %#
17:  %# END LICENSE BLOCK
18:
19:  <%init>
20:  use RT::FM::ArticleCollection;
21:  use RT::FM::ClassCollection;
22:  use RT::FM::CustomFieldCollection;
23:  use Time::ParseDate;
24:  
25:

code stack:  /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:597
/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:332
/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:863
/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:967
/usr/local/rt3/share/html/Elements/Callback:58
/usr/local/rt3/share/html/autohandler:149




From jesse at bestpractical.com  Fri Nov 28 12:54:38 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 28 Nov 2003 12:54:38 -0500
Subject: [rt-users] Problem with RT 3.0.7 and RTFM 2.0.1
In-Reply-To: <3630.212.144.146.241.1070041812.squirrel@webmail.kesslerundpartner.biz>
References: <3630.212.144.146.241.1070041812.squirrel@webmail.kesslerundpartner.bi
	z>
Message-ID: <20031128175438.GW18918@fsck.com>




On Fri, Nov 28, 2003 at 06:50:12PM +0100, Daniel Kleine-Albers wrote:
> Hallo everybody,
> 
> i've got some strange problem with the above versions of rt and rtfm. I
> installed rt on apache with modperl on an FreeBSD box. Everything was
> running fine until i installed rtfm. Since that i occassionally get the
> error message below or a similiar message.
> 
> (Perl 5.8 and all required modules are installed properly - the directory
> below has only the name 5.6.1 i believe).

5.6.1 and 5.8.x aren't binary compatible. The mere fact that you have
modules left over from a 5.6.1 installation is a Big Problem.
-- 
http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.



From lists-rt at pimb.org  Fri Nov 28 13:19:32 2003
From: lists-rt at pimb.org (Jody Belka)
Date: Fri, 28 Nov 2003 18:19:32 -0000 (GMT)
Subject: [rt-users] HTML-Mason-1.24
Message-ID: <34525.81.168.23.49.1070043572.squirrel@zeus.aardvark-ss.com>

Don't recall seeing this mentioned here before so thought i'd point it
out. If you are (or are going to) run either the FastCGI or SpeedyCGI
versions of RT, and you have the latest version of HTML::Mason installed
(1.24), then you either need to downgrade to 1.23, or apply the following
patch:

http://www.masonhq.com/resources/todo/view_patch.txt?id=521

Without doing either of these, you won't have much luck in getting RT to
work (as I found out *g*)


-- 
Jody Belka
knew (at) pimb (dot) org


From greig at hamiltron.net  Sat Nov 29 16:33:33 2003
From: greig at hamiltron.net (Greig McGill)
Date: Sun, 30 Nov 2003 10:33:33 +1300
Subject: [rt-users] Is priority supposed to increment over time
	automatically?
Message-ID: <001201c3b6c0$70c4d630$0f06420a@tyr>

Hi,

I have done this recently, and it works great.  But (there is always a but)
it clutters up the ticket when there is a priority escalation by root every
night.  Is there any way to have this happen silenty?  That is, the priority
is still incremented, but not detailed on the ticket?

Greig McGill.
----- Original Message ----- 
From: "asterr" 
To: "MAS" 
Cc: "RT Users" 
Sent: Friday, November 28, 2003 2:26 PM
Subject: Re: [rt-users] Is priority supposed to increment over
timeautomatically?


> You need to set up a cron job, like:
>
> 13 0 * * * /opt/RT/bin/rt-crontool --action
RT::Action::EscalatePriority --search
RT::Search::ActiveTicketsInQueue --search-arg changecontrol
>
>
> Replace the path to rt-crontool and the queue name (--search-arg) as
> appropriate.  I believe you need to set up one job per queue, at least I
did
> not see any way to get rt-crontool to process all queues.
>
> -Aaron
>
> On Thu, 27 Nov 2003, MAS wrote:
>
> > Hi all,
> >
> > The RT documentation makes some mention that the Priority attribute of
> > tickets goes from its initial priority (which you configure) to its
final
> > priority (which you also configure) over time.
> >
> > It's not changing automatically in my installation (RT 3.0.7_01), but
I'm
> > not sure whether it's supposed to or not.
> >
> > Is this supposed to happen automatically? or is this simply a suggested
> > way to use the priority field? (i.e. it only goes from initial to final
> > if you make it)
> >
> > Thanks!
> >
> > mike
> >
> >
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> >
> >
> >
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>
>
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From tremaine at cavelier.net  Sun Nov 30 02:42:05 2003
From: tremaine at cavelier.net (Tremaine Lea)
Date: Sun, 30 Nov 2003 00:42:05 -0700
Subject: [rt-users] scale
Message-ID: <1070178125.17641.4686.camel@blackchamber.homelinux.net>

Hello,

I'm wondering if anyone can share with me their experience with RTIR. 
I'm looking at using it in a situation where it will likely be handling
3000-10000+ inbound email a day and a fairly high volume of tickets. 
Currently looking to pitch this to management, but the box it's being
tested on is a 2.4GHz with a measly 256M of ram (definite bottleneck)

My plan is to have inbound email initially dealt with by a scrip/t
before a ticket is actually generated where the email content is parsed
for an IP address, and when found checked against existing tickets for a
match to ensure tickets that involve the same IP are merged together. 
If anyone has existing scripts functioning in RT/IR that do these,
please get in touch with me.

Any and all feedback appreciated.

Tremaine



From khera at kcilink.com  Sun Nov 30 05:07:35 2003
From: khera at kcilink.com (Vivek Khera)
Date: Sun, 30 Nov 2003 05:07:35 -0500
Subject: [rt-users] Re: [rt-devel] rt3.0.7_01 rt_setup_database fails
	w/postgres
In-Reply-To: <1069889815.31741.232.camel@gimli>
References: <1069889815.31741.232.camel@gimli>
Message-ID: <16329.49511.974518.530855@yertle.int.kciLink.com>

>>>>> "AI" == Abraham Ingersoll  writes:

AI> 	perl-DBI version 1.38, DBD::Pg version 1.31


Try dropping back to DBD::Pg 1.22.  I've been experiencing 1.31
dumping core within mod_perl under both Perl 5.6.1 and 5.8.2 and Pg
7.2 and 7.4.  I haven't had non-modperl core dumps but it could be
related.  DBD::Pg 1.22 has been rock stable for me.


From khera at kcilink.com  Sun Nov 30 05:17:41 2003
From: khera at kcilink.com (Vivek Khera)
Date: Sun, 30 Nov 2003 05:17:41 -0500
Subject: [rt-devel] Re: [rt-users] rt3.0.7_01 rt_setup_database fails
	w/postgres
In-Reply-To: <20031127070155.GB18918@fsck.com>
References: 
	<20031127060627.GA18918@fsck.com> <20031127070155.GB18918@fsck.com>
Message-ID: <16329.50117.660633.724404@yertle.int.kciLink.com>

>>>>> "JV" == Jesse Vincent  writes:

>> Can anyone being bitten by this confirm that simply removing the BEGIN
>> and COMMIT from the postgres datafile fixes this issue?

JV> And tested on my debian box.  This change has entered the repo as change
JV> #371. It will be released as part of 3.0.8.   3.0.8 will likely be a
JV> fairly minor update released in early december to fix a number of small
JV> issues folks have been running into.

I'm not sure it is the right fix.  My testing (actually, just firing
up mod_perl on my main site) dumps core due to DBD::Pg 1.3.  Backing
down to 1.22 results in a very stable system.  My httpd does some
queries upon startup, and the crash happens within DBD::Pg while
fetching a row.

Personally, I'd mark DBD::Pg 1.3 as unstable currently, and recommend
1.22 instead.



From rainer at ultra-secure.de  Sun Nov 30 09:49:33 2003
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Sun, 30 Nov 2003 15:49:33 +0100
Subject: [rt-users] scale
In-Reply-To: <1070178125.17641.4686.camel@blackchamber.homelinux.net>
References: <1070178125.17641.4686.camel@blackchamber.homelinux.net>
Message-ID: <20031130154933.0a5bf64a.rainer@ultra-secure.de>

On Sun, 30 Nov 2003 00:42:05 -0700
Tremaine Lea  wrote:

> Hello,
> 
> I'm wondering if anyone can share with me their experience with RTIR. 
> I'm looking at using it in a situation where it will likely be handling
> 3000-10000+ inbound email a day and a fairly high volume of tickets. 
> Currently looking to pitch this to management, but the box it's being
> tested on is a 2.4GHz with a measly 256M of ram (definite bottleneck)

Yes, I'd also like to know what happens when the database keeps growing at a rate like that (or slower) ?
Can one clean-up the database, or move tickets to an "attic" (in CVS-speak) where they don't affect routine-queries ?


From dka at kesslerundpartner.biz  Sun Nov 30 13:56:59 2003
From: dka at kesslerundpartner.biz (Daniel Kleine-Albers)
Date: Sun, 30 Nov 2003 19:56:59 +0100
Subject: [rt-users] Problem with RT 3.0.7 and RTFM 2.0.1
In-Reply-To: <20031128175438.GW18918@fsck.com>
References: <3630.212.144.146.241.1070041812.squirrel@webmail.kesslerundpartner.bi
	z> <20031128175438.GW18918@fsck.com>
Message-ID: 


On 28.11.2003, at 18:54, Jesse Vincent wrote:
>
> 5.6.1 and 5.8.x aren't binary compatible. The mere fact that you have
> modules left over from a 5.6.1 installation is a Big Problem.
> -- 
> http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
>

Thanx for the tip. I reinstalled all the perl things and mod_perl and 
now it's working. Perhaps i didn't get it right, but how are articles 
in RTFM supposed to be? At my installation i can only write a title and 
a summary and insert some links to tickets and stuff - but there's no 
box to enter a longer text for the article. Is this the correct 
behaviour?

Thanx,
Daniel
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From dka at kesslerundpartner.biz  Sun Nov 30 13:58:12 2003
From: dka at kesslerundpartner.biz (Daniel Kleine-Albers)
Date: Sun, 30 Nov 2003 19:58:12 +0100
Subject: [rt-users] Statistics don't show graphs
Message-ID: <25847453-2367-11D8-8561-003065F8930E@kesslerundpartner.biz>

Hello,

i just installed the Statistics package which is in the contrib code  
directory. But now the statistics don't show any graphs. I installed  
GD::Graph and it's dependencies (libgd). IMHO the versions should be  
correct. Any hints?

Thanx,
Daniel

 From time to time i get an error message when calling on of the  
statistics pages in the rt.log:
[Sun Nov 30 20:59:59 2003] [warning]: Trying to check RT::Queue rights  
for an unspecified RT::Queue at  
/usr/local/rt3/lib/RT/Principal_Overlay.pm line 354
          
RT::Principal::HasRight('RT::Principal=HASH(0x945eba8)','Object','RT:: 
Queue=HASH(0x9459a40)','Right','SeeQueue') called at  
/usr/local/rt3/lib/RT/User_Overlay.pm line 1450
          
RT::User::HasRight('RT::User=HASH(0x945edbc)','Object','RT:: 
Queue=HASH(0x9459a40)','Right','SeeQueue') called at  
/usr/local/rt3/lib/RT/CurrentUser.pm line 300
          
RT::CurrentUser::HasRight('RT:: 
CurrentUser=HASH(0x946b9b0)','Object','RT:: 
Queue=HASH(0x9459a40)','Right','SeeQueue') called at  
/usr/local/rt3/lib/RT/Queue_Overlay.pm line 1004
          
RT::Queue::HasRight('RT::Queue=HASH(0x9459a40)','Principal','RT:: 
CurrentUser=HASH(0x946b9b0)','Right','SeeQueue') called at  
/usr/local/rt3/lib/RT/Queue_Overlay.pm line 970
          
RT::Queue::CurrentUserHasRight('RT::Queue=HASH(0x9459a40)','SeeQueue')  
called at /usr/local/rt3/lib/RT/Queue_Overlay.pm line 946
         RT::Queue::_Value('RT::Queue=HASH(0x9459a40)','Name') called at  
/usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm line  
409
          
DBIx::SearchBuilder::Record::__ANON__('RT::Queue=HASH(0x9459a40)')  
called at /usr/local/rt3/local/html/Statistics/Resolution/index.html  
line 4
         HTML::Mason::Commands::__ANON__() called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134
          
HTML::Mason::Component::run('HTML::Mason::Component:: 
FileBased=HASH(0x946b76c)') called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1074
         eval {...} called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068
         HTML::Mason::Request::comp('undef','undef') called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 760
          
HTML::Mason::Request::call_next('HTML::Mason::Request:: 
ApacheHandler=HASH(0x9090bcc)') called at  
/usr/local/rt3/share/html/autohandler line 189
         HTML::Mason::Commands::__ANON__() called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134
          
HTML::Mason::Component::run('HTML::Mason::Component:: 
FileBased=HASH(0x92a7604)') called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1069
         eval {...} called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068
         HTML::Mason::Request::comp('undef','undef','undef') called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338
         eval {...} called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338
         eval {...} called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 297
          
HTML::Mason::Request::exec('HTML::Mason::Request:: 
ApacheHandler=HASH(0x9090bcc)') called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line  
134
         eval {...} called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line  
134
          
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request:: 
ApacheHandler=HASH(0x9090bcc)') called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line  
792
          
HTML::Mason::ApacheHandler::handle_request('HTML::Mason:: 
ApacheHandler=HASH(0x90e72b8)','Apache=SCALAR(0x9310d8c)') called at  
/usr/local/rt3/bin/webmux.pl line 134
         eval {...} called at /usr/local/rt3/bin/webmux.pl line 134
         RT::Mason::handler('Apache=SCALAR(0x9310d8c)') called at  
/dev/null line 0
         eval {...} called at /dev/null line 0
  (/usr/local/rt3/lib/RT.pm:247)
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