From jeegeet at simplisoftware.com Wed Oct 1 02:40:29 2003 From: jeegeet at simplisoftware.com (Krzysztof Jagiello) Date: Tue, 30 Sep 2003 23:40:29 -0700 Subject: [rt-users] RT3 Truncating attachments Message-ID: <01a901c387e6$e85cf5a0$16cea8c0@oaktucson> Hi everyone, I've read through attachment related posts, but they don't seem to apply to my case. We are running RT 3.0.4/postgres/RedHat 8.0 configuration. Maximum attachment size is set to 10MB, TruncatingLongAttachments is set to 'undef'. All the attachments of any type sent to RT via email, end up truncated to approximately 4k (in tests I did it varied from 3.8k to 4.8k). I'd appreciate any suggestions. Thanks, Kris -------------- next part -------------- An HTML attachment was scrubbed... URL: From Samuel.Senoner at eurac.edu Wed Oct 1 03:04:53 2003 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Wed, 1 Oct 2003 09:04:53 +0200 Subject: [rt-users] Limiting Who Can Open Tickets Message-ID: <8ABC35686C73554691F3481C4023BE5EF171F7@abz01be.eurac.edu> I am going to look at the code this days. I use rt 3.0.4 and exim as MTA. I whould be very happy if you could try this change at first as soon I post it. Samuel -----Original Message----- From: Stevo [mailto:checkpoint at ozbergs.com] Sent: Tuesday,30 September,2003 22:51 To: rt-users at lists.fsck.com Hey All, Is there a way to limit who can create a ticket via email?? Right now I have an email address that people use to create tickets and it gets a little bit of spam and each time I get spam it opens a new ticket. I'd like to be able to restrict the opening of tickets from people who are either at a specific domain or have accounts on our RT system. I'm running RT3.0.6 and using Exim as my MTA. Thanks Stevo _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 jerker.montelius at ppm.nu Wed Oct 1 03:15:13 2003 From: jerker.montelius at ppm.nu (Jerker Montelius) Date: Wed, 01 Oct 2003 09:15:13 +0200 Subject: [rt-users] Statistics package breaks with rt 3.0.6 and rtfm 2.0 In-Reply-To: <8ABC35686C73554691F3481C4023BE5EF171F7@abz01be.eurac.edu> References: <8ABC35686C73554691F3481C4023BE5EF171F7@abz01be.eurac.edu> Message-ID: <1064992513.18473.15.camel@stopc0291.premiepensionsmyndigheten.se> Statistics package breaks with rt 3.0.6 and rtfm 2.0 After the install i did not get any graphs It reported The image ?http://cvs.premiepensionsmyndigheten.se/rt/Statistics/TimeToResolve/Elements/Chart?x_labels=0,,,3,,,18,,,longer&marker_size=1&data1=5,1,1,1,1,1,1,1,1,38? cannot be displayed, because it contains errors. Help? From hwagener at hamburg.fcb.com Wed Oct 1 04:24:57 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Wed, 1 Oct 2003 10:24:57 +0200 Subject: [rt-users] Statistics package breaks with rt 3.0.6 and rtfm 2.0 In-Reply-To: <1064992513.18473.15.camel@stopc0291.premiepensionsmyndigheten.se> References: <8ABC35686C73554691F3481C4023BE5EF171F7@abz01be.eurac.edu> <1064992513.18473.15.camel@stopc0291.premiepensionsmyndigheten.se> Message-ID: On 01.10.2003, at 09:15, Jerker Montelius wrote: > Statistics package breaks with rt 3.0.6 and rtfm 2.0 > After the install i did not get any graphs > > It reported > The image > ?http://cvs.premiepensionsmyndigheten.se/rt/Statistics/TimeToResolve/ > Elements/Chart? > x_labels=0,,,3,,,18,,,longer&marker_size=1&data1=5,1,1,1,1,1,1,1,1,38? > cannot be displayed, because it contains errors. > > Help? > > I am still waiting for a debian package newer than rt 3.0.4 to be available. This has presumably been delayed, because perl 5.8.1 has hit unstable. I will only be able to fix this if I have access to a machine with RT 3.0.6 and RTFM installed. Regards, Harald From hwagener at hamburg.fcb.com Wed Oct 1 04:32:52 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Wed, 1 Oct 2003 10:32:52 +0200 Subject: [rt-users] test script for users with statistics problems Message-ID: Hello, if someone wants to test their machines if the gd::graph installation works the way it is expected by the statistics package, please try the attached script. Output should be a file called test.png, which should look like the attached one. If this proves useful, I will include it in the next release of the statistics package. Regards, Harald -------------- next part -------------- A non-text attachment was scrubbed... Name: gd_graph_test.pl Type: application/text Size: 440 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: test.png Type: image/png Size: 1778 bytes Desc: not available URL: From cubic at acronis.ru Wed Oct 1 04:49:06 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 01 Oct 2003 12:49:06 +0400 Subject: [rt-users] RT3 Truncating attachments In-Reply-To: <01a901c387e6$e85cf5a0$16cea8c0@oaktucson> References: <01a901c387e6$e85cf5a0$16cea8c0@oaktucson> Message-ID: <3F7A9502.30006@acronis.ru> Krzysztof Jagiello wrote: > Hi everyone, > > I've read through attachment related posts, but they don't seem to > apply to my case. > > We are running RT 3.0.4/postgres/RedHat 8.0 configuration. Maximum > attachment size is set to 10MB, TruncatingLongAttachments is set to > 'undef'. All the attachments of any type sent to RT via email, end up > truncated to approximately 4k (in tests I did it varied from 3.8k to > 4.8k). > > I'd appreciate any suggestions. > Thanks, Kris > In August there were posts on mailing list about Postgres internal limits. Also it was in RT docs somewhere. Look at pg manual. mySQL have such limit. Best regards. Ruslan. From cubic at acronis.ru Wed Oct 1 04:53:14 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 01 Oct 2003 12:53:14 +0400 Subject: [rt-users] change highest priority tickets I requested... In-Reply-To: <5F29693503507B4FB4032686ADF862673B5A51@mtviny25.mtvi.com> References: <5F29693503507B4FB4032686ADF862673B5A51@mtviny25.mtvi.com> Message-ID: <3F7A95FA.5020404@acronis.ru> here rt3/share/html/Elements/MyRequests Hochberg, Keith wrote: >Hi, > >I am running rt-3.0.6 with mysql and fastcgi. I found in RT_Config.pm >where to change the 'highest priority tickets I own' from the default of >10 but I can't seem to find where to change 'highest priority tickets I >requested...' Can anyone let me know where to change this setting? > >Thanks very much! > >Keith > > From cubic at acronis.ru Wed Oct 1 05:01:31 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 01 Oct 2003 13:01:31 +0400 Subject: [rt-users] email notification problem In-Reply-To: References: Message-ID: <3F7A97EB.7020203@acronis.ru> Hodge, Jeff F (ECIII) wrote: > rt3.04/sendmail/mysql4.014/ap1.38/modperl1.28 > > I checked the logs and didn't find an answer to my specific situation.... > > I'm having issues with the email notifications. I have set up the > aliases for each queue there is one for correspond and one for comment. > > When creating new tickets, if I add emails to the CC feild a > notification is NOT sent out. > Comment and correspond(reply) have different behavior. > > If I comment on the ticket the notification email is again NOT sent out > In plain RT installation there is no notifications on comments. If you want to change this you have to look at your scrips. All configuration of notifications done through scrips(below too) > However if I comment on a ticket and add a name to the cc field a > notification DOES get sent out. > This fields only for one time notification. And this emails don't append to Ticket Ccs. > This leads me to believe that the RT-mailgate --comment works, but the > --correspond doesn't work. Here is my aliases.. Any ideas? > Aliases don't have any affect on outgoing mail. > [snip] From request_tracker at acerhomes.com Wed Oct 1 13:39:09 2003 From: request_tracker at acerhomes.com (Rommie) Date: Wed, 1 Oct 2003 17:39:09 -0000 (UTC) Subject: [rt-users] Qmail configuration Message-ID: <2015.177.177.177.222.1065029949.squirrel@_default_> Hi! I just successfully installed RT3.0.5 on RH9 with Postgres + FastCGI + SendMail on a new machine. It seems it working fine on the browser side except for the mail gateway. I have a separate Qmail server where all our emails are forwarded to. My problem is how can I configure RT to use the Qmail from another machine. I checked the mailinglist and I found your perl script (i'm really don't about perl programming). Can I use your script for this kind of setup? What other things should I need to configure? I already posted this but nobody is responding. ---rommie From js138 at eng.cam.ac.uk Wed Oct 1 06:25:41 2003 From: js138 at eng.cam.ac.uk (J. Sloan) Date: Wed, 1 Oct 2003 11:25:41 +0100 (BST) Subject: [rt-users] Qmail configuration In-Reply-To: <2015.177.177.177.222.1065029949.squirrel@_default_> References: <2015.177.177.177.222.1065029949.squirrel@_default_> Message-ID: On Wed, 1 Oct 2003, Rommie wrote: > Hi! > > I just successfully installed RT3.0.5 on RH9 with Postgres + FastCGI + > SendMail on a new machine. It seems it working fine on the browser side > except for the mail gateway. I have a separate Qmail server where all our > emails are forwarded to. My problem is how can I configure RT to use the > Qmail from another machine. > > I checked the mailinglist and I found your perl script (i'm really don't > about perl programming). Can I use your script for this kind of setup? > What other things should I need to configure? > > I already posted this but nobody is responding. > > ---rommie Simplest would be to configure your qmail server to forward the RT mails to sendmail on your new machine. Alternatively install the rt-mailgate perl script on your qmail server and arrange for qmail to invoke it with the appropriate arguments and URL for your RT webserver. e.g. rt-mailgate --action correspond --queue queuename --url http://rt-webserver-host.domain.name/ As far as I can quickly tell you only neet Getopt::Long and LWP::UserAgent modules on your qmail server. John From jesse at bestpractical.com Wed Oct 1 06:34:25 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 1 Oct 2003 06:34:25 -0400 Subject: [rt-users] Qmail configuration In-Reply-To: References: <2015.177.177.177.222.1065029949.squirrel@_default_> Message-ID: <20031001103425.GV30655@fsck.com> On Wed, Oct 01, 2003 at 11:25:41AM +0100, J. Sloan wrote: > Simplest would be to configure your qmail server to forward the RT mails > to sendmail on your new machine. > > Alternatively install the rt-mailgate perl script on your > qmail server and arrange for qmail to invoke it with the appropriate > arguments and URL for your RT webserver. > > e.g. > > rt-mailgate --action correspond --queue queuename --url > http://rt-webserver-host.domain.name/ > > As far as I can quickly tell you only neet Getopt::Long and LWP::UserAgent > modules on your qmail server. Correct. We designed the mailgate to be able to run on a minimally configured perl on your mail server for just such an occasion. Best, Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From danie.marais at attix5.com Wed Oct 1 06:47:34 2003 From: danie.marais at attix5.com (Danie Marais) Date: Wed, 1 Oct 2003 12:47:34 +0200 Subject: [rt-users] Attachments get truncated Message-ID: <015a01c38809$6c5a8260$0a14a8c0@danie> Hi, I have finally got my first RT installation to work(almost). I have installed RT3.0.6 using all the default install settings. I use Apache 2.0.40 Perl 5.8.0 MySQL 4.0.15 Everything seems to work fine except for attachments. When I mail an attachment the attachment is truncated when the mail is forwarded to another address by RT. I have tested it by mailing CSV files and they are truncated at about 4kb. Thanks, Danie -------------- next part -------------- An HTML attachment was scrubbed... URL: From danie.marais at attix5.com Wed Oct 1 06:53:00 2003 From: danie.marais at attix5.com (Danie Marais) Date: Wed, 1 Oct 2003 12:53:00 +0200 Subject: [rt-users] RT3 Truncating attachments References: <01a901c387e6$e85cf5a0$16cea8c0@oaktucson> <3F7A9502.30006@acronis.ru> Message-ID: <017401c3880a$2e2bd1a0$0a14a8c0@danie> > Krzysztof Jagiello wrote: > > > Hi everyone, > > > > I've read through attachment related posts, but they don't seem to > > apply to my case. > > > > We are running RT 3.0.4/postgres/RedHat 8.0 configuration. Maximum > > attachment size is set to 10MB, TruncatingLongAttachments is set to > > 'undef'. All the attachments of any type sent to RT via email, end up > > truncated to approximately 4k (in tests I did it varied from 3.8k to > > 4.8k). > > > > I'd appreciate any suggestions. > > Thanks, Kris > > > > In August there were posts on mailing list about Postgres internal > limits. Also it was in RT docs somewhere. > Look at pg manual. > mySQL have such limit. > Best regards. Ruslan. > I have a similar setup and use MySQL. I experience the same problem. Any ideas how to fix it for MySQL? Thanks Danie From lists at konfido.de Wed Oct 1 07:34:59 2003 From: lists at konfido.de (Matthias Juchem) Date: Wed, 1 Oct 2003 13:34:59 +0200 Subject: [rt-users] Re: Qmail configuration In-Reply-To: <2015.177.177.177.222.1065029949.squirrel@_default_> References: <2015.177.177.177.222.1065029949.squirrel@_default_> Message-ID: <200310011335.00892.lists@konfido.de> Hi. On Wednesday 01 October 2003 19:39, Rommie wrote: > I have a separate Qmail server where all our > emails are forwarded to. My problem is how can I configure RT to use the > Qmail from another machine. I'd also say that forwarding the mail from qmail to Sendmail would be the best solution. > I checked the mailinglist and I found your perl script (i'm really don't > about perl programming). Can I use your script for this kind of setup? > What other things should I need to configure? I've written this script for installations of qmail and RT on the same server. If you decide to use this script in a setup like this, you can find the current version at http://konfido.de/misc/software/. If you have problems with it, I'll try to answer your questions. 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 Keith.Hochberg at mtvi.com Wed Oct 1 07:55:11 2003 From: Keith.Hochberg at mtvi.com (Hochberg, Keith) Date: Wed, 1 Oct 2003 07:55:11 -0400 Subject: [rt-users] change highest priority tickets I requested... Message-ID: <5F29693503507B4FB4032686ADF86267214DE3@mtviny25.mtvi.com> An HTML attachment was scrubbed... URL: From hwahing.ling at nasioncom.com.my Wed Oct 1 07:58:07 2003 From: hwahing.ling at nasioncom.com.my (Ling Hwa Hing) Date: Wed, 01 Oct 2003 19:58:07 +0800 Subject: [rt-users] Can't connect to local MySQL server through socket In-Reply-To: <015a01c38809$6c5a8260$0a14a8c0@danie> Message-ID: <5.1.1.6.0.20031001194616.01d12c40@192.168.1.229> Hi, My apache show me error while I tried to browse to RT server. DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (13) at /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 132 [error] Connect Failed Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (13) at /opt/rt3/lib/RT.pm line 149 I tried the solution by searching from the archives but none of these can help. Below is the software installed for the server. RT-3.0.6 mysql4.0.15a perl 5.8.0 apache 1.3.27 Please Help, Regards, hwahing -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Wed Oct 1 08:01:58 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 01 Oct 2003 16:01:58 +0400 Subject: [rt-users] RT3 Truncating attachments In-Reply-To: <017401c3880a$2e2bd1a0$0a14a8c0@danie> References: <01a901c387e6$e85cf5a0$16cea8c0@oaktucson> <3F7A9502.30006@acronis.ru> <017401c3880a$2e2bd1a0$0a14a8c0@danie> Message-ID: <3F7AC236.2000505@acronis.ru> Danie Marais wrote: > > >>Krzysztof Jagiello wrote: >> >> >> >>>Hi everyone, >>> >>>I've read through attachment related posts, but they don't seem to >>>apply to my case. >>> >>>We are running RT 3.0.4/postgres/RedHat 8.0 configuration. Maximum >>>attachment size is set to 10MB, TruncatingLongAttachments is set to >>>'undef'. All the attachments of any type sent to RT via email, end up >>>truncated to approximately 4k (in tests I did it varied from 3.8k to >>>4.8k). >>> >>>I'd appreciate any suggestions. >>>Thanks, Kris >>> >>> >>> >>In August there were posts on mailing list about Postgres internal >>limits. Also it was in RT docs somewhere. >>Look at pg manual. >>mySQL have such limit. >> Best regards. Ruslan. >> >> >> > >I have a similar setup and use MySQL. I experience the same problem. Any >ideas how to fix it for MySQL? > >Thanks >Danie > > > # cat /etc/my.cnf [mysqld] max_allowed_packet = 16M # From Keith.Hochberg at mtvi.com Wed Oct 1 08:05:16 2003 From: Keith.Hochberg at mtvi.com (Hochberg, Keith) Date: Wed, 1 Oct 2003 08:05:16 -0400 Subject: [rt-users] change highest priority tickets I requested... Message-ID: <5F29693503507B4FB4032686ADF86267214DE6@mtviny25.mtvi.com> An HTML attachment was scrubbed... URL: From hwahing.ling at nasioncom.com.my Wed Oct 1 08:11:39 2003 From: hwahing.ling at nasioncom.com.my (Ling Hwa Hing) Date: Wed, 01 Oct 2003 20:11:39 +0800 Subject: [rt-users] Can't connect to local MySQL server through socket In-Reply-To: <5.1.1.6.0.20031001194616.01d12c40@192.168.1.229> References: <015a01c38809$6c5a8260$0a14a8c0@danie> Message-ID: <5.1.1.6.0.20031001201024.01d22c90@192.168.1.229> Hi I found the solution for this problem, It was the directory permission set to 700 Now I got another problem. I can't loging into from web UI. At 07:58 PM 10/1/2003 +0800, Ling Hwa Hing wrote: >Hi, >My apache show me error while I tried to browse to RT server. > >DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Can't >connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' >(13) at /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm >line 132 > >[error] Connect Failed Can't connect to local MySQL server through socket >'/var/lib/mysql/mysql.sock' (13) > at /opt/rt3/lib/RT.pm line 149 > >I tried the solution by searching from the archives but none of these can >help. >Below is the software installed for the server. > >RT-3.0.6 >mysql4.0.15a >perl 5.8.0 >apache 1.3.27 > >Please Help, >Regards, >hwahing ------------------------------------- Ling Hwa Hing Internet Data Center Tel: 03-2938 6688 Fax: 03-2282 8072 -------------- next part -------------- An HTML attachment was scrubbed... URL: From przemek at cert.pl Wed Oct 1 08:41:16 2003 From: przemek at cert.pl (Przemyslaw Jaroszewski) Date: Wed, 01 Oct 2003 14:41:16 +0200 Subject: [rt-users] Making CLI display newly created tickets ids Message-ID: Hi, I thought it might be useful if the cli displayed the ID of the ticket it creates. It might be then used eg. to correspond on a ticket from the script. Unfortunately, sometimes the CLI just displays: # Ticket new updated The fault is actually on server's side and can be fixed by changing the following line in REST/1.0/Forms/ticket/default: push(@comments, "# Ticket $id updated.") unless @comments; into push(@comments, "# Ticket ".$ticket->Id." updated.") unless @comments; Hope this helps. Przemek From sbw at tapestry.tucson.az.us Wed Oct 1 09:17:29 2003 From: sbw at tapestry.tucson.az.us (Steve Wampler) Date: 01 Oct 2003 06:17:29 -0700 Subject: [rt-users] RT3 Truncating attachments In-Reply-To: <3F7A9502.30006@acronis.ru> References: <01a901c387e6$e85cf5a0$16cea8c0@oaktucson> <3F7A9502.30006@acronis.ru> Message-ID: <1065014249.2149.4.camel@tapestry.home.net> On Wed, 2003-10-01 at 01:49, Ruslan U. Zakirov wrote: > Krzysztof Jagiello wrote: > > > Hi everyone, > > > > I've read through attachment related posts, but they don't seem to > > apply to my case. > > > > We are running RT 3.0.4/postgres/RedHat 8.0 configuration. Maximum > > attachment size is set to 10MB, TruncatingLongAttachments is set to > > 'undef'. All the attachments of any type sent to RT via email, end up > > truncated to approximately 4k (in tests I did it varied from 3.8k to > > 4.8k). > > > > I'd appreciate any suggestions. > > Thanks, Kris > > > > In August there were posts on mailing list about Postgres internal > limits. Also it was in RT docs somewhere. > Look at pg manual. > mySQL have such limit. > Best regards. Ruslan. RedHat 8 comes with postgresql 7.2, which has *no* practical limit on the size of a text field (ok, there's a limit, but it's in the multi-gigabyte range (2 or 4GB)) - at least according to the PG documentation for 7.2. However, that's not to say that the perl interface to postgres might not have a limit - has anyone looked at that? The attachments are stored in postgres as 'text' fields, which have the 'unlimited' size capacity mentioned above in PG 7.2. -- Steve Wampler From Chunyen.Liu at garmin.com Wed Oct 1 11:24:06 2003 From: Chunyen.Liu at garmin.com (Liu, Chunyen) Date: Wed, 1 Oct 2003 10:24:06 -0500 Subject: [rt-users] internal info displayed in the browser Message-ID: <3E4A44981016924085A9E5D914F0834AFDD1E7@ftworth> ARGSHASH(0x8ff1348)HTTP/1.1 200 OK Date: Wed, 01 Oct 2003 15:21:31 GMT Server: Apache/1.3.27 (Unix) mod_perl/1.27 Keep-Alive: timeout=15, max=100 Connection: Keep-Alive Transfer-Encoding: chunked Content-Type: text/html 9d2c ......... I got this http info shown before the tag. Anyone have idea what is causing this problem? Thanks. ------------------------- This e-mail and any attachments may contain confidential material for the sole use of the intended recipient. If you are not the intended recipient, please be aware that any disclosure, copying, distribution or use of this e-mail or any attachment is prohibited. If you have received this e-mail in error, please contact the sender and delete all copies. Thank you for your cooperation From sbw at tapestry.tucson.az.us Wed Oct 1 11:26:22 2003 From: sbw at tapestry.tucson.az.us (Steve Wampler) Date: Wed, 1 Oct 2003 08:26:22 -0700 Subject: [rt-users] RT3 Truncating attachments In-Reply-To: <1065014249.2149.4.camel@tapestry.home.net> References: <01a901c387e6$e85cf5a0$16cea8c0@oaktucson> <3F7A9502.30006@acronis.ru> <1065014249.2149.4.camel@tapestry.home.net> Message-ID: <20031001152622.GA4227@tapestry.home.net> On Wed, Oct 01, 2003 at 06:17:29AM -0700, Steve Wampler wrote: > On Wed, 2003-10-01 at 01:49, Ruslan U. Zakirov wrote: > > Krzysztof Jagiello wrote: > > > > > Hi everyone, > > > > > > I've read through attachment related posts, but they don't seem to > > > apply to my case. > > > > > > We are running RT 3.0.4/postgres/RedHat 8.0 configuration. Maximum > > > attachment size is set to 10MB, TruncatingLongAttachments is set to > > > 'undef'. All the attachments of any type sent to RT via email, end up > > > truncated to approximately 4k (in tests I did it varied from 3.8k to > > > 4.8k). > > > > > > I'd appreciate any suggestions. > > > Thanks, Kris > > > > > > > In August there were posts on mailing list about Postgres internal > > limits. Also it was in RT docs somewhere. > > Look at pg manual. > > mySQL have such limit. > > Best regards. Ruslan. > > RedHat 8 comes with postgresql 7.2, which has *no* practical limit > on the size of a text field (ok, there's a limit, but it's in the > multi-gigabyte range (2 or 4GB)) - at least according to the PG > documentation for 7.2. > > However, that's not to say that the perl interface to postgres might > not have a limit - has anyone looked at that? > > The attachments are stored in postgres as 'text' fields, which have > the 'unlimited' size capacity mentioned above in PG 7.2. I check Krzysztof's RT database and the problem doesn't appear to be with the database itself - there are certainly large attachments in the database: rt3=# select char_length(content) from attachments where char_length(content) > 500000; char_length ------------- 565043 565043 565043 (3 rows) And, using a non-perl program, I can read out such large entries. In fact, using the web interface I can create tickets with large attachments with *no* problem - and later download of the attachment from the web page also works fine. So the problem appears to be with the email interface - not with the database. Any ideas from the RT list? -- Steve Wampler {sbw at tapestry.tucson.az.us} The gods that smiled upon your birth are laughing now. -- fortune cookie From danie.marais at attix5.com Wed Oct 1 12:04:19 2003 From: danie.marais at attix5.com (Danie Marais) Date: Wed, 1 Oct 2003 18:04:19 +0200 Subject: [rt-users] RT3 Truncating attachments References: <01a901c387e6$e85cf5a0$16cea8c0@oaktucson> <3F7A9502.30006@acronis.ru> <1065014249.2149.4.camel@tapestry.home.net> <20031001152622.GA4227@tapestry.home.net> Message-ID: <02e701c38835$ac030870$0a14a8c0@danie> > On Wed, Oct 01, 2003 at 06:17:29AM -0700, Steve Wampler wrote: > > On Wed, 2003-10-01 at 01:49, Ruslan U. Zakirov wrote: > > > Krzysztof Jagiello wrote: > > > > > > > Hi everyone, > > > > > > > > I've read through attachment related posts, but they don't seem to > > > > apply to my case. > > > > > > > > We are running RT 3.0.4/postgres/RedHat 8.0 configuration. Maximum > > > > attachment size is set to 10MB, TruncatingLongAttachments is set to > > > > 'undef'. All the attachments of any type sent to RT via email, end up > > > > truncated to approximately 4k (in tests I did it varied from 3.8k to > > > > 4.8k). > > > > > > > > I'd appreciate any suggestions. > > > > Thanks, Kris > > > > > > > > > > In August there were posts on mailing list about Postgres internal > > > limits. Also it was in RT docs somewhere. > > > Look at pg manual. > > > mySQL have such limit. > > > Best regards. Ruslan. > > > > RedHat 8 comes with postgresql 7.2, which has *no* practical limit > > on the size of a text field (ok, there's a limit, but it's in the > > multi-gigabyte range (2 or 4GB)) - at least according to the PG > > documentation for 7.2. > > > > However, that's not to say that the perl interface to postgres might > > not have a limit - has anyone looked at that? > > > > The attachments are stored in postgres as 'text' fields, which have > > the 'unlimited' size capacity mentioned above in PG 7.2. > > I check Krzysztof's RT database and the problem doesn't appear to be > with the database itself - there are certainly large attachments > in the database: > > rt3=# select char_length(content) from attachments where char_length(content) > 500000; > char_length > ------------- > 565043 > 565043 > 565043 > (3 rows) > > And, using a non-perl program, I can read out such large entries. > > In fact, using the web interface I can create tickets with large > attachments with *no* problem - and later download of the attachment > from the web page also works fine. So the problem appears to be > with the email interface - not with the database. > > Any ideas from the RT list? > I can indeed confirm exactly that with my MySQL setup. I can place large attachments in the database through the web interface and they get mailed just fine. But you cannot mail a large (above 4k) attachment. It ends up corrupted (or at least truncated) in the database. So I'm still stumped. From hari at usva.artofliving.org Wed Oct 1 12:43:38 2003 From: hari at usva.artofliving.org (Hariharan) Date: Wed, 1 Oct 2003 12:43:38 -0400 (EDT) Subject: [rt-users] URGENT PLEASE - Problems after upgrading to Perl 5.8.1 Message-ID: <65119.129.33.49.251.1065026618.squirrel@webmail.artofliving.org> Hello After I upgraded to Perl 5.8.1 from 5.6.0, I am having problems with mason_handler.fcgi. RT works fine with mod_perl, but not FastCGI, I am internal server errors with apache 1.3.28 as follows: FastCGI: comm with server "/usr/local/rt/bin/mason_handler.fcgi" aborted: idle timeout (30 sec) FastCGI: incomplete headers (0 bytes) received from server "/usr/local/rt/bin/mason_handler.fcgi" This was working fine with 5.6.1, and broke after upgaradation, I tried installing this again from scratch and yet is broken. I even reinstalled fastcgi, but no luck. Could some one point me to the right direction please? Thanks Hari From rt at linuxguy.com Wed Oct 1 14:12:43 2003 From: rt at linuxguy.com (Walt Reed) Date: Wed, 1 Oct 2003 14:12:43 -0400 Subject: [rt-users] Abandoning RT Message-ID: <20031001181243.GA9430@hubinternet.com> Well, after spending several days trying to get it to work, and trying to debug the code, I decided to abandon my efforts to install RT. This is too bad because from a feature / demo perspective, RT looks great. Unfortuantely, the documentation is very weak, the code seems convoluted, and there doesn't seem to be a good way to debug the thing. The bottom line is that it just doesn't work. I see a few other people struggling to get it working too. If you are one of those people, you may want to check out http://otrs.org/ which seems competitive, works, and seems to be currently maintained. From Robert.Sullivan at rhi.com Wed Oct 1 14:24:28 2003 From: Robert.Sullivan at rhi.com (Sullivan, Robert (HQP)) Date: Wed, 1 Oct 2003 11:24:28 -0700 Subject: [rt-users] Abandoning RT Not for the faint of heart Message-ID: <00A851B1D52D3940B03DE868CCF0E6140A6A0B19@HQPEX006.corp.rhalf.com> Hi, While RT is not an easy program to get up and running and all evaluations of it say that it is not an easy install. The tool does work and work well. I agree that it would be nice if it was packaged and one could do a simple pkgadd. Also I think that Jesse and the rest of the users on this list do a very good job of helping out whene there are questions. I do not blame you for going with another product but I think it is a mistake to slam the users and author of the RT program. -----Original Message----- From: Walt Reed [mailto:rt at linuxguy.com] Sent: Wednesday, October 01, 2003 11:13 AM To: rt-users at lists.fsck.com Subject: [rt-users] Abandoning RT Well, after spending several days trying to get it to work, and trying to debug the code, I decided to abandon my efforts to install RT. This is too bad because from a feature / demo perspective, RT looks great. Unfortuantely, the documentation is very weak, the code seems convoluted, and there doesn't seem to be a good way to debug the thing. The bottom line is that it just doesn't work. I see a few other people struggling to get it working too. If you are one of those people, you may want to check out http://otrs.org/ which seems competitive, works, and seems to be currently maintained. _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 bsegal at DECARIE.COM Wed Oct 1 14:47:09 2003 From: bsegal at DECARIE.COM (Bruce Segal) Date: Wed, 1 Oct 2003 14:47:09 -0400 Subject: [rt-users] Abandoning RT Message-ID: I'm not sure if it's 'only' for the faint of heart. My experience was that by following the instructions exactly the install was very straightforward on my FreeBSD 4.8 box. No problems installing (except for an aborted attempt to use Apache2/modperl1.99999) and I've even managed to integrate it with our W2K AD LDAP and write a trivial callback. I say even, as I'm not currently a programmer and my Perl/Mason experience is non-existent. FWIW Bruce From rt at linuxguy.com Wed Oct 1 14:58:00 2003 From: rt at linuxguy.com (Walt Reed) Date: Wed, 1 Oct 2003 14:58:00 -0400 Subject: [rt-users] Abandoning RT Not for the faint of heart In-Reply-To: <00A851B1D52D3940B03DE868CCF0E6140A6A0B19@HQPEX006.corp.rhalf.com> References: <00A851B1D52D3940B03DE868CCF0E6140A6A0B19@HQPEX006.corp.rhalf.com> Message-ID: <20031001185800.GD9430@hubinternet.com> Hmm. I had no intention of slamming anyone. If anything, pointing out that the documentation is very weak should help prompt someone to fix it. I am attempting to give constructive criticism. I posted quite a few messages and only received one response by someone who wasn't able to help (no fault on his part...) An inhouse Mason expert who has developed dozens of large-scale mason-based applications could't figure the thing out after spending several days on it. I was perfectly willing to work with anyone to try and figure out what went wrong, but nobody with the right expertise stepped up to the plate. BTW, I compile all my apps by hand - I'm no stranger to tough manual configurations. It's VERY rare that I find something I can't work with. I even recompiled apache, perl, and mod_perl on a new machine to attempt to get this thing going with the exact same problem. If you like RT and are able to get it to work, Great! Don't switch. If like me you can't get the thing to go, there are other alternatives - you don't have to keep bashing your head into a brick wall. On Wed, Oct 01, 2003 at 11:24:28AM -0700, Sullivan, Robert (HQP) said: > Hi, > > While RT is not an easy program to get up and running and all evaluations of > it say that it is not an easy install. The tool does work and work well. I > agree that it would be nice if it was packaged and one could do a simple > pkgadd. Also I think that Jesse and the rest of the users on this list do a > very good job of helping out whene there are questions. I do not blame you > for going with another product but I think it is a mistake to slam the users > and author of the RT program. > > > > -----Original Message----- > From: Walt Reed [mailto:rt at linuxguy.com] > Sent: Wednesday, October 01, 2003 11:13 AM > To: rt-users at lists.fsck.com > Subject: [rt-users] Abandoning RT > > > Well, after spending several days trying to get it to work, and trying > to debug the code, I decided to abandon my efforts to install RT. This > is too bad because from a feature / demo perspective, RT looks great. > Unfortuantely, the documentation is very weak, the code seems > convoluted, and there doesn't seem to be a good way to debug the thing. > The bottom line is that it just doesn't work. > > I see a few other people struggling to get it working too. If you are > one of those people, you may want to check out http://otrs.org/ which > seems competitive, works, and seems to be currently maintained. > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 ahorn at deorth.org Wed Oct 1 15:07:07 2003 From: ahorn at deorth.org (Alan Horn) Date: Wed, 1 Oct 2003 12:07:07 -0700 (PDT) Subject: [rt-users] Abandoning RT Not for the faint of heart In-Reply-To: <20031001185800.GD9430@hubinternet.com> Message-ID: Walt, I understand where you're coming from on this. It took me a long time to get my head around RT, and I think you're similarly technical. The html::mason aspect of it is something I haven't really delved into it, since I don't need to radically customise the interface. You're right that the documentation isn't as great as it could be (for 2.0 at least, I haven't really worked with 3.0 yet) I stuck with trying to get RT working because so many people suggested it to me, peoples who's opinions I respected. I've not seen any other freeware tool out there that comes close to the abilities of RT. Thats why I've gone from being a frustrated systems guy ready to throw it out the window, to being a huge RT advocate. Stick with it a little longer.. if you have any specific questions, send me an email. Apologies, but with workload lately I haven't been watching this list much. I've always had great responses from key members on the list though, once I figured out the basics. Once again, I agree that the barrier to entry could be significantly lowered :) Cheers, Al On Wed, 1 Oct 2003, Walt Reed wrote: >Date: Wed, 1 Oct 2003 14:58:00 -0400 >From: Walt Reed >To: "Sullivan, Robert (HQP)" >Cc: 'Walt Reed' , rt-users at lists.fsck.com >Subject: Re: [rt-users] Abandoning RT Not for the faint of heart > >Hmm. I had no intention of slamming anyone. If anything, pointing out >that the documentation is very weak should help prompt someone to fix >it. I am attempting to give constructive criticism. I posted quite a few >messages and only received one response by someone who wasn't able to >help (no fault on his part...) An inhouse Mason expert who has >developed dozens of large-scale mason-based applications could't figure >the thing out after spending several days on it. > >I was perfectly willing to work with anyone to try and figure out what >went wrong, but nobody with the right expertise stepped up to the plate. > >BTW, I compile all my apps by hand - I'm no stranger to tough manual >configurations. It's VERY rare that I find something I can't work with. >I even recompiled apache, perl, and mod_perl on a new machine to attempt >to get this thing going with the exact same problem. > >If you like RT and are able to get it to work, Great! Don't switch. If >like me you can't get the thing to go, there are other alternatives - >you don't have to keep bashing your head into a brick wall. > > >On Wed, Oct 01, 2003 at 11:24:28AM -0700, Sullivan, Robert (HQP) said: >> Hi, >> >> While RT is not an easy program to get up and running and all evaluations of >> it say that it is not an easy install. The tool does work and work well. I >> agree that it would be nice if it was packaged and one could do a simple >> pkgadd. Also I think that Jesse and the rest of the users on this list do a >> very good job of helping out whene there are questions. I do not blame you >> for going with another product but I think it is a mistake to slam the users >> and author of the RT program. >> >> >> >> -----Original Message----- >> From: Walt Reed [mailto:rt at linuxguy.com] >> Sent: Wednesday, October 01, 2003 11:13 AM >> To: rt-users at lists.fsck.com >> Subject: [rt-users] Abandoning RT >> >> >> Well, after spending several days trying to get it to work, and trying >> to debug the code, I decided to abandon my efforts to install RT. This >> is too bad because from a feature / demo perspective, RT looks great. >> Unfortuantely, the documentation is very weak, the code seems >> convoluted, and there doesn't seem to be a good way to debug the thing. >> The bottom line is that it just doesn't work. >> >> I see a few other people struggling to get it working too. If you are >> one of those people, you may want to check out http://otrs.org/ which >> seems competitive, works, and seems to be currently maintained. >> >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.fsck.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 rt at linuxguy.com Wed Oct 1 15:24:00 2003 From: rt at linuxguy.com (Walt Reed) Date: Wed, 1 Oct 2003 15:24:00 -0400 Subject: [rt-users] Abandoning RT Not for the faint of heart In-Reply-To: References: <20031001185800.GD9430@hubinternet.com> Message-ID: <20031001192400.GA9756@hubinternet.com> I actually still have it installed on the fresh box. The problem I've been having is that when I try and login, it dumps me right back to the login screen. If you look back in the email achives of this list, my guess is that the CGI object is not getting initialized. The session cookie doesn't show up, and GET / POST arguments are not there when I add some debugging code to print out things like %cookies %ARGS, $user, etc. The problem is pretty low-level - before autohandler gets called. On Wed, Oct 01, 2003 at 12:07:07PM -0700, Alan Horn said: > > Walt, > > I understand where you're coming from on this. It took me a long time to > get my head around RT, and I think you're similarly technical. > > The html::mason aspect of it is something I haven't really delved into it, > since I don't need to radically customise the interface. > > You're right that the documentation isn't as great as it could be (for 2.0 > at least, I haven't really worked with 3.0 yet) > > I stuck with trying to get RT working because so many people suggested it > to me, peoples who's opinions I respected. > > I've not seen any other freeware tool out there that comes close to the > abilities of RT. Thats why I've gone from being a frustrated systems guy > ready to throw it out the window, to being a huge RT advocate. > > Stick with it a little longer.. if you have any specific questions, send > me an email. Apologies, but with workload lately I haven't been watching > this list much. I've always had great responses from key members on the > list though, once I figured out the basics. Once again, I agree that the > barrier to entry could be significantly lowered :) > > Cheers, > > Al > > > On Wed, 1 Oct 2003, Walt Reed wrote: > > >Date: Wed, 1 Oct 2003 14:58:00 -0400 > >From: Walt Reed > >To: "Sullivan, Robert (HQP)" > >Cc: 'Walt Reed' , rt-users at lists.fsck.com > >Subject: Re: [rt-users] Abandoning RT Not for the faint of heart > > > >Hmm. I had no intention of slamming anyone. If anything, pointing out > >that the documentation is very weak should help prompt someone to fix > >it. I am attempting to give constructive criticism. I posted quite a few > >messages and only received one response by someone who wasn't able to > >help (no fault on his part...) An inhouse Mason expert who has > >developed dozens of large-scale mason-based applications could't figure > >the thing out after spending several days on it. > > > >I was perfectly willing to work with anyone to try and figure out what > >went wrong, but nobody with the right expertise stepped up to the plate. > > > >BTW, I compile all my apps by hand - I'm no stranger to tough manual > >configurations. It's VERY rare that I find something I can't work with. > >I even recompiled apache, perl, and mod_perl on a new machine to attempt > >to get this thing going with the exact same problem. > > > >If you like RT and are able to get it to work, Great! Don't switch. If > >like me you can't get the thing to go, there are other alternatives - > >you don't have to keep bashing your head into a brick wall. > > > > > >On Wed, Oct 01, 2003 at 11:24:28AM -0700, Sullivan, Robert (HQP) said: > >> Hi, > >> > >> While RT is not an easy program to get up and running and all evaluations of > >> it say that it is not an easy install. The tool does work and work well. I > >> agree that it would be nice if it was packaged and one could do a simple > >> pkgadd. Also I think that Jesse and the rest of the users on this list do a > >> very good job of helping out whene there are questions. I do not blame you > >> for going with another product but I think it is a mistake to slam the users > >> and author of the RT program. > >> > >> > >> > >> -----Original Message----- > >> From: Walt Reed [mailto:rt at linuxguy.com] > >> Sent: Wednesday, October 01, 2003 11:13 AM > >> To: rt-users at lists.fsck.com > >> Subject: [rt-users] Abandoning RT > >> > >> > >> Well, after spending several days trying to get it to work, and trying > >> to debug the code, I decided to abandon my efforts to install RT. This > >> is too bad because from a feature / demo perspective, RT looks great. > >> Unfortuantely, the documentation is very weak, the code seems > >> convoluted, and there doesn't seem to be a good way to debug the thing. > >> The bottom line is that it just doesn't work. > >> > >> I see a few other people struggling to get it working too. If you are > >> one of those people, you may want to check out http://otrs.org/ which > >> seems competitive, works, and seems to be currently maintained. > >> > >> _______________________________________________ > >> rt-users mailing list > >> rt-users at lists.fsck.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 ahorn at deorth.org Wed Oct 1 15:25:25 2003 From: ahorn at deorth.org (Alan Horn) Date: Wed, 1 Oct 2003 12:25:25 -0700 (PDT) Subject: [rt-users] Abandoning RT Not for the faint of heart In-Reply-To: <20031001192400.GA9756@hubinternet.com> Message-ID: What browser you using ? I've had serious problems with opera, which is a shame since its my preferred browser. Mozilla and IE deal with this part better. Of course, it could be something else, but thats my first guess. On Wed, 1 Oct 2003, Walt Reed wrote: >Date: Wed, 1 Oct 2003 15:24:00 -0400 >From: Walt Reed >To: Alan Horn >Cc: Walt Reed , > "Sullivan, Robert (HQP)" , > rt-users at lists.fsck.com >Subject: Re: [rt-users] Abandoning RT Not for the faint of heart > >I actually still have it installed on the fresh box. The problem I've >been having is that when I try and login, it dumps me right back to the >login screen. If you look back in the email achives of this list, my >guess is that the CGI object is not getting initialized. The session >cookie doesn't show up, and GET / POST arguments are not there when I >add some debugging code to print out things like %cookies %ARGS, $user, >etc. The problem is pretty low-level - before autohandler gets called. > >On Wed, Oct 01, 2003 at 12:07:07PM -0700, Alan Horn said: >> >> Walt, >> >> I understand where you're coming from on this. It took me a long time to >> get my head around RT, and I think you're similarly technical. >> >> The html::mason aspect of it is something I haven't really delved into it, >> since I don't need to radically customise the interface. >> >> You're right that the documentation isn't as great as it could be (for 2.0 >> at least, I haven't really worked with 3.0 yet) >> >> I stuck with trying to get RT working because so many people suggested it >> to me, peoples who's opinions I respected. >> >> I've not seen any other freeware tool out there that comes close to the >> abilities of RT. Thats why I've gone from being a frustrated systems guy >> ready to throw it out the window, to being a huge RT advocate. >> >> Stick with it a little longer.. if you have any specific questions, send >> me an email. Apologies, but with workload lately I haven't been watching >> this list much. I've always had great responses from key members on the >> list though, once I figured out the basics. Once again, I agree that the >> barrier to entry could be significantly lowered :) >> >> Cheers, >> >> Al >> >> >> On Wed, 1 Oct 2003, Walt Reed wrote: >> >> >Date: Wed, 1 Oct 2003 14:58:00 -0400 >> >From: Walt Reed >> >To: "Sullivan, Robert (HQP)" >> >Cc: 'Walt Reed' , rt-users at lists.fsck.com >> >Subject: Re: [rt-users] Abandoning RT Not for the faint of heart >> > >> >Hmm. I had no intention of slamming anyone. If anything, pointing out >> >that the documentation is very weak should help prompt someone to fix >> >it. I am attempting to give constructive criticism. I posted quite a few >> >messages and only received one response by someone who wasn't able to >> >help (no fault on his part...) An inhouse Mason expert who has >> >developed dozens of large-scale mason-based applications could't figure >> >the thing out after spending several days on it. >> > >> >I was perfectly willing to work with anyone to try and figure out what >> >went wrong, but nobody with the right expertise stepped up to the plate. >> > >> >BTW, I compile all my apps by hand - I'm no stranger to tough manual >> >configurations. It's VERY rare that I find something I can't work with. >> >I even recompiled apache, perl, and mod_perl on a new machine to attempt >> >to get this thing going with the exact same problem. >> > >> >If you like RT and are able to get it to work, Great! Don't switch. If >> >like me you can't get the thing to go, there are other alternatives - >> >you don't have to keep bashing your head into a brick wall. >> > >> > >> >On Wed, Oct 01, 2003 at 11:24:28AM -0700, Sullivan, Robert (HQP) said: >> >> Hi, >> >> >> >> While RT is not an easy program to get up and running and all evaluations of >> >> it say that it is not an easy install. The tool does work and work well. I >> >> agree that it would be nice if it was packaged and one could do a simple >> >> pkgadd. Also I think that Jesse and the rest of the users on this list do a >> >> very good job of helping out whene there are questions. I do not blame you >> >> for going with another product but I think it is a mistake to slam the users >> >> and author of the RT program. >> >> >> >> >> >> >> >> -----Original Message----- >> >> From: Walt Reed [mailto:rt at linuxguy.com] >> >> Sent: Wednesday, October 01, 2003 11:13 AM >> >> To: rt-users at lists.fsck.com >> >> Subject: [rt-users] Abandoning RT >> >> >> >> >> >> Well, after spending several days trying to get it to work, and trying >> >> to debug the code, I decided to abandon my efforts to install RT. This >> >> is too bad because from a feature / demo perspective, RT looks great. >> >> Unfortuantely, the documentation is very weak, the code seems >> >> convoluted, and there doesn't seem to be a good way to debug the thing. >> >> The bottom line is that it just doesn't work. >> >> >> >> I see a few other people struggling to get it working too. If you are >> >> one of those people, you may want to check out http://otrs.org/ which >> >> seems competitive, works, and seems to be currently maintained. >> >> >> >> _______________________________________________ >> >> rt-users mailing list >> >> rt-users at lists.fsck.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 tom at redpepperracing.com Wed Oct 1 15:30:45 2003 From: tom at redpepperracing.com (Tom Lichti) Date: Wed, 01 Oct 2003 15:30:45 -0400 Subject: [rt-users] Abandoning RT Not for the faint of heart In-Reply-To: <20031001192400.GA9756@hubinternet.com> References: <20031001185800.GD9430@hubinternet.com> <20031001192400.GA9756@hubinternet.com> Message-ID: <3F7B2B65.1030601@redpepperracing.com> Walt Reed wrote: > I actually still have it installed on the fresh box. The problem I've > been having is that when I try and login, it dumps me right back to the > login screen. If you look back in the email achives of this list, my > guess is that the CGI object is not getting initialized. The session > cookie doesn't show up, and GET / POST arguments are not there when I > add some debugging code to print out things like %cookies %ARGS, $user, > etc. The problem is pretty low-level - before autohandler gets called. > Dumb question, what is your server name? Does it have an underscore in the name? I had a similar problem and that was what was causing it. Tom From Robert.Sullivan at rhi.com Wed Oct 1 15:31:52 2003 From: Robert.Sullivan at rhi.com (Sullivan, Robert (HQP)) Date: Wed, 1 Oct 2003 12:31:52 -0700 Subject: [rt-users] Abandoning RT Not for the faint of heart Message-ID: <00A851B1D52D3940B03DE868CCF0E6140A6A0B28@HQPEX006.corp.rhalf.com> I have had very similar problems when first getting this up. I also had another problem which was exactly the same but with another helpdesk tool that I can't remember for the life of me. However in that case it was determined that the software could only run under apache. -----Original Message----- From: Alan Horn [mailto:ahorn at deorth.org] Sent: Wednesday, October 01, 2003 12:25 PM To: Walt Reed Cc: Sullivan, Robert (HQP); rt-users at lists.fsck.com Subject: Re: [rt-users] Abandoning RT Not for the faint of heart What browser you using ? I've had serious problems with opera, which is a shame since its my preferred browser. Mozilla and IE deal with this part better. Of course, it could be something else, but thats my first guess. On Wed, 1 Oct 2003, Walt Reed wrote: >Date: Wed, 1 Oct 2003 15:24:00 -0400 >From: Walt Reed >To: Alan Horn >Cc: Walt Reed , > "Sullivan, Robert (HQP)" , > rt-users at lists.fsck.com >Subject: Re: [rt-users] Abandoning RT Not for the faint of heart > >I actually still have it installed on the fresh box. The problem I've >been having is that when I try and login, it dumps me right back to the >login screen. If you look back in the email achives of this list, my >guess is that the CGI object is not getting initialized. The session >cookie doesn't show up, and GET / POST arguments are not there when I >add some debugging code to print out things like %cookies %ARGS, $user, >etc. The problem is pretty low-level - before autohandler gets called. > >On Wed, Oct 01, 2003 at 12:07:07PM -0700, Alan Horn said: >> >> Walt, >> >> I understand where you're coming from on this. It took me a long time to >> get my head around RT, and I think you're similarly technical. >> >> The html::mason aspect of it is something I haven't really delved into it, >> since I don't need to radically customise the interface. >> >> You're right that the documentation isn't as great as it could be (for 2.0 >> at least, I haven't really worked with 3.0 yet) >> >> I stuck with trying to get RT working because so many people suggested it >> to me, peoples who's opinions I respected. >> >> I've not seen any other freeware tool out there that comes close to the >> abilities of RT. Thats why I've gone from being a frustrated systems guy >> ready to throw it out the window, to being a huge RT advocate. >> >> Stick with it a little longer.. if you have any specific questions, send >> me an email. Apologies, but with workload lately I haven't been watching >> this list much. I've always had great responses from key members on the >> list though, once I figured out the basics. Once again, I agree that the >> barrier to entry could be significantly lowered :) >> >> Cheers, >> >> Al >> >> >> On Wed, 1 Oct 2003, Walt Reed wrote: >> >> >Date: Wed, 1 Oct 2003 14:58:00 -0400 >> >From: Walt Reed >> >To: "Sullivan, Robert (HQP)" >> >Cc: 'Walt Reed' , rt-users at lists.fsck.com >> >Subject: Re: [rt-users] Abandoning RT Not for the faint of heart >> > >> >Hmm. I had no intention of slamming anyone. If anything, pointing out >> >that the documentation is very weak should help prompt someone to fix >> >it. I am attempting to give constructive criticism. I posted quite a few >> >messages and only received one response by someone who wasn't able to >> >help (no fault on his part...) An inhouse Mason expert who has >> >developed dozens of large-scale mason-based applications could't figure >> >the thing out after spending several days on it. >> > >> >I was perfectly willing to work with anyone to try and figure out what >> >went wrong, but nobody with the right expertise stepped up to the plate. >> > >> >BTW, I compile all my apps by hand - I'm no stranger to tough manual >> >configurations. It's VERY rare that I find something I can't work with. >> >I even recompiled apache, perl, and mod_perl on a new machine to attempt >> >to get this thing going with the exact same problem. >> > >> >If you like RT and are able to get it to work, Great! Don't switch. If >> >like me you can't get the thing to go, there are other alternatives - >> >you don't have to keep bashing your head into a brick wall. >> > >> > >> >On Wed, Oct 01, 2003 at 11:24:28AM -0700, Sullivan, Robert (HQP) said: >> >> Hi, >> >> >> >> While RT is not an easy program to get up and running and all evaluations of >> >> it say that it is not an easy install. The tool does work and work well. I >> >> agree that it would be nice if it was packaged and one could do a simple >> >> pkgadd. Also I think that Jesse and the rest of the users on this list do a >> >> very good job of helping out whene there are questions. I do not blame you >> >> for going with another product but I think it is a mistake to slam the users >> >> and author of the RT program. >> >> >> >> >> >> >> >> -----Original Message----- >> >> From: Walt Reed [mailto:rt at linuxguy.com] >> >> Sent: Wednesday, October 01, 2003 11:13 AM >> >> To: rt-users at lists.fsck.com >> >> Subject: [rt-users] Abandoning RT >> >> >> >> >> >> Well, after spending several days trying to get it to work, and trying >> >> to debug the code, I decided to abandon my efforts to install RT. This >> >> is too bad because from a feature / demo perspective, RT looks great. >> >> Unfortuantely, the documentation is very weak, the code seems >> >> convoluted, and there doesn't seem to be a good way to debug the thing. >> >> The bottom line is that it just doesn't work. >> >> >> >> I see a few other people struggling to get it working too. If you are >> >> one of those people, you may want to check out http://otrs.org/ which >> >> seems competitive, works, and seems to be currently maintained. >> >> >> >> _______________________________________________ >> >> rt-users mailing list >> >> rt-users at lists.fsck.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 rt at linuxguy.com Wed Oct 1 15:38:16 2003 From: rt at linuxguy.com (Walt Reed) Date: Wed, 1 Oct 2003 15:38:16 -0400 Subject: [rt-users] Abandoning RT Not for the faint of heart In-Reply-To: References: <20031001192400.GA9756@hubinternet.com> Message-ID: <20031001193816.GB9756@hubinternet.com> Galeon, Mozilla, IE, and Firebird have all been tried. On Wed, Oct 01, 2003 at 12:25:25PM -0700, Alan Horn said: > > > What browser you using ? > > I've had serious problems with opera, which is a shame since its my > preferred browser. > > Mozilla and IE deal with this part better. > > Of course, it could be something else, but thats my first guess. > > > On Wed, 1 Oct 2003, Walt Reed wrote: > > >Date: Wed, 1 Oct 2003 15:24:00 -0400 > >From: Walt Reed > >To: Alan Horn > >Cc: Walt Reed , > > "Sullivan, Robert (HQP)" , > > rt-users at lists.fsck.com > >Subject: Re: [rt-users] Abandoning RT Not for the faint of heart > > > >I actually still have it installed on the fresh box. The problem I've > >been having is that when I try and login, it dumps me right back to the > >login screen. If you look back in the email achives of this list, my > >guess is that the CGI object is not getting initialized. The session > >cookie doesn't show up, and GET / POST arguments are not there when I > >add some debugging code to print out things like %cookies %ARGS, $user, > >etc. The problem is pretty low-level - before autohandler gets called. > > > >On Wed, Oct 01, 2003 at 12:07:07PM -0700, Alan Horn said: > >> > >> Walt, > >> > >> I understand where you're coming from on this. It took me a long time to > >> get my head around RT, and I think you're similarly technical. > >> > >> The html::mason aspect of it is something I haven't really delved into it, > >> since I don't need to radically customise the interface. > >> > >> You're right that the documentation isn't as great as it could be (for 2.0 > >> at least, I haven't really worked with 3.0 yet) > >> > >> I stuck with trying to get RT working because so many people suggested it > >> to me, peoples who's opinions I respected. > >> > >> I've not seen any other freeware tool out there that comes close to the > >> abilities of RT. Thats why I've gone from being a frustrated systems guy > >> ready to throw it out the window, to being a huge RT advocate. > >> > >> Stick with it a little longer.. if you have any specific questions, send > >> me an email. Apologies, but with workload lately I haven't been watching > >> this list much. I've always had great responses from key members on the > >> list though, once I figured out the basics. Once again, I agree that the > >> barrier to entry could be significantly lowered :) > >> > >> Cheers, > >> > >> Al > >> > >> > >> On Wed, 1 Oct 2003, Walt Reed wrote: > >> > >> >Date: Wed, 1 Oct 2003 14:58:00 -0400 > >> >From: Walt Reed > >> >To: "Sullivan, Robert (HQP)" > >> >Cc: 'Walt Reed' , rt-users at lists.fsck.com > >> >Subject: Re: [rt-users] Abandoning RT Not for the faint of heart > >> > > >> >Hmm. I had no intention of slamming anyone. If anything, pointing out > >> >that the documentation is very weak should help prompt someone to fix > >> >it. I am attempting to give constructive criticism. I posted quite a few > >> >messages and only received one response by someone who wasn't able to > >> >help (no fault on his part...) An inhouse Mason expert who has > >> >developed dozens of large-scale mason-based applications could't figure > >> >the thing out after spending several days on it. > >> > > >> >I was perfectly willing to work with anyone to try and figure out what > >> >went wrong, but nobody with the right expertise stepped up to the plate. > >> > > >> >BTW, I compile all my apps by hand - I'm no stranger to tough manual > >> >configurations. It's VERY rare that I find something I can't work with. > >> >I even recompiled apache, perl, and mod_perl on a new machine to attempt > >> >to get this thing going with the exact same problem. > >> > > >> >If you like RT and are able to get it to work, Great! Don't switch. If > >> >like me you can't get the thing to go, there are other alternatives - > >> >you don't have to keep bashing your head into a brick wall. > >> > > >> > > >> >On Wed, Oct 01, 2003 at 11:24:28AM -0700, Sullivan, Robert (HQP) said: > >> >> Hi, > >> >> > >> >> While RT is not an easy program to get up and running and all evaluations of > >> >> it say that it is not an easy install. The tool does work and work well. I > >> >> agree that it would be nice if it was packaged and one could do a simple > >> >> pkgadd. Also I think that Jesse and the rest of the users on this list do a > >> >> very good job of helping out whene there are questions. I do not blame you > >> >> for going with another product but I think it is a mistake to slam the users > >> >> and author of the RT program. > >> >> > >> >> > >> >> > >> >> -----Original Message----- > >> >> From: Walt Reed [mailto:rt at linuxguy.com] > >> >> Sent: Wednesday, October 01, 2003 11:13 AM > >> >> To: rt-users at lists.fsck.com > >> >> Subject: [rt-users] Abandoning RT > >> >> > >> >> > >> >> Well, after spending several days trying to get it to work, and trying > >> >> to debug the code, I decided to abandon my efforts to install RT. This > >> >> is too bad because from a feature / demo perspective, RT looks great. > >> >> Unfortuantely, the documentation is very weak, the code seems > >> >> convoluted, and there doesn't seem to be a good way to debug the thing. > >> >> The bottom line is that it just doesn't work. > >> >> > >> >> I see a few other people struggling to get it working too. If you are > >> >> one of those people, you may want to check out http://otrs.org/ which > >> >> seems competitive, works, and seems to be currently maintained. > >> >> > >> >> _______________________________________________ > >> >> rt-users mailing list > >> >> rt-users at lists.fsck.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 ahorn at deorth.org Wed Oct 1 15:41:29 2003 From: ahorn at deorth.org (Alan Horn) Date: Wed, 1 Oct 2003 12:41:29 -0700 (PDT) Subject: [rt-users] Abandoning RT Not for the faint of heart In-Reply-To: <20031001193816.GB9756@hubinternet.com> Message-ID: I had a very similar problem, and I never managed to track down what was causing it. Then one day I was attempting an install, and it went away. This problem does seem to be one that should be tracked down and documented, because out of all the install issues, this is the real killer :) Did you compile your own apache, mod_perl and mod_ssl from source ? What compiler version did you use ? What versions of apache and mod_perl ? On Wed, 1 Oct 2003, Walt Reed wrote: >Date: Wed, 1 Oct 2003 15:38:16 -0400 >From: Walt Reed >To: Alan Horn >Cc: Walt Reed , > "Sullivan, Robert (HQP)" , > rt-users at lists.fsck.com >Subject: Re: [rt-users] Abandoning RT Not for the faint of heart > >Galeon, Mozilla, IE, and Firebird have all been tried. > >On Wed, Oct 01, 2003 at 12:25:25PM -0700, Alan Horn said: >> >> >> What browser you using ? >> >> I've had serious problems with opera, which is a shame since its my >> preferred browser. >> >> Mozilla and IE deal with this part better. >> >> Of course, it could be something else, but thats my first guess. >> >> >> On Wed, 1 Oct 2003, Walt Reed wrote: >> >> >Date: Wed, 1 Oct 2003 15:24:00 -0400 >> >From: Walt Reed >> >To: Alan Horn >> >Cc: Walt Reed , >> > "Sullivan, Robert (HQP)" , >> > rt-users at lists.fsck.com >> >Subject: Re: [rt-users] Abandoning RT Not for the faint of heart >> > >> >I actually still have it installed on the fresh box. The problem I've >> >been having is that when I try and login, it dumps me right back to the >> >login screen. If you look back in the email achives of this list, my >> >guess is that the CGI object is not getting initialized. The session >> >cookie doesn't show up, and GET / POST arguments are not there when I >> >add some debugging code to print out things like %cookies %ARGS, $user, >> >etc. The problem is pretty low-level - before autohandler gets called. >> > >> >On Wed, Oct 01, 2003 at 12:07:07PM -0700, Alan Horn said: >> >> >> >> Walt, >> >> >> >> I understand where you're coming from on this. It took me a long time to >> >> get my head around RT, and I think you're similarly technical. >> >> >> >> The html::mason aspect of it is something I haven't really delved into it, >> >> since I don't need to radically customise the interface. >> >> >> >> You're right that the documentation isn't as great as it could be (for 2.0 >> >> at least, I haven't really worked with 3.0 yet) >> >> >> >> I stuck with trying to get RT working because so many people suggested it >> >> to me, peoples who's opinions I respected. >> >> >> >> I've not seen any other freeware tool out there that comes close to the >> >> abilities of RT. Thats why I've gone from being a frustrated systems guy >> >> ready to throw it out the window, to being a huge RT advocate. >> >> >> >> Stick with it a little longer.. if you have any specific questions, send >> >> me an email. Apologies, but with workload lately I haven't been watching >> >> this list much. I've always had great responses from key members on the >> >> list though, once I figured out the basics. Once again, I agree that the >> >> barrier to entry could be significantly lowered :) >> >> >> >> Cheers, >> >> >> >> Al >> >> >> >> >> >> On Wed, 1 Oct 2003, Walt Reed wrote: >> >> >> >> >Date: Wed, 1 Oct 2003 14:58:00 -0400 >> >> >From: Walt Reed >> >> >To: "Sullivan, Robert (HQP)" >> >> >Cc: 'Walt Reed' , rt-users at lists.fsck.com >> >> >Subject: Re: [rt-users] Abandoning RT Not for the faint of heart >> >> > >> >> >Hmm. I had no intention of slamming anyone. If anything, pointing out >> >> >that the documentation is very weak should help prompt someone to fix >> >> >it. I am attempting to give constructive criticism. I posted quite a few >> >> >messages and only received one response by someone who wasn't able to >> >> >help (no fault on his part...) An inhouse Mason expert who has >> >> >developed dozens of large-scale mason-based applications could't figure >> >> >the thing out after spending several days on it. >> >> > >> >> >I was perfectly willing to work with anyone to try and figure out what >> >> >went wrong, but nobody with the right expertise stepped up to the plate. >> >> > >> >> >BTW, I compile all my apps by hand - I'm no stranger to tough manual >> >> >configurations. It's VERY rare that I find something I can't work with. >> >> >I even recompiled apache, perl, and mod_perl on a new machine to attempt >> >> >to get this thing going with the exact same problem. >> >> > >> >> >If you like RT and are able to get it to work, Great! Don't switch. If >> >> >like me you can't get the thing to go, there are other alternatives - >> >> >you don't have to keep bashing your head into a brick wall. >> >> > >> >> > >> >> >On Wed, Oct 01, 2003 at 11:24:28AM -0700, Sullivan, Robert (HQP) said: >> >> >> Hi, >> >> >> >> >> >> While RT is not an easy program to get up and running and all evaluations of >> >> >> it say that it is not an easy install. The tool does work and work well. I >> >> >> agree that it would be nice if it was packaged and one could do a simple >> >> >> pkgadd. Also I think that Jesse and the rest of the users on this list do a >> >> >> very good job of helping out whene there are questions. I do not blame you >> >> >> for going with another product but I think it is a mistake to slam the users >> >> >> and author of the RT program. >> >> >> >> >> >> >> >> >> >> >> >> -----Original Message----- >> >> >> From: Walt Reed [mailto:rt at linuxguy.com] >> >> >> Sent: Wednesday, October 01, 2003 11:13 AM >> >> >> To: rt-users at lists.fsck.com >> >> >> Subject: [rt-users] Abandoning RT >> >> >> >> >> >> >> >> >> Well, after spending several days trying to get it to work, and trying >> >> >> to debug the code, I decided to abandon my efforts to install RT. This >> >> >> is too bad because from a feature / demo perspective, RT looks great. >> >> >> Unfortuantely, the documentation is very weak, the code seems >> >> >> convoluted, and there doesn't seem to be a good way to debug the thing. >> >> >> The bottom line is that it just doesn't work. >> >> >> >> >> >> I see a few other people struggling to get it working too. If you are >> >> >> one of those people, you may want to check out http://otrs.org/ which >> >> >> seems competitive, works, and seems to be currently maintained. >> >> >> >> >> >> _______________________________________________ >> >> >> rt-users mailing list >> >> >> rt-users at lists.fsck.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 jesse at bestpractical.com Wed Oct 1 15:43:33 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 1 Oct 2003 15:43:33 -0400 Subject: [rt-users] Abandoning RT Not for the faint of heart In-Reply-To: <20031001193816.GB9756@hubinternet.com> References: <20031001192400.GA9756@hubinternet.com> <20031001193816.GB9756@hubinternet.com> Message-ID: <20031001194333.GC30655@fsck.com> On Wed, Oct 01, 2003 at 03:38:16PM -0400, Walt Reed wrote: This sort of implies a problem with mod_perl, or the version of CGI.pm that you're using. I've occasionally seen issues with broken versions of some of the lower level modules doing things like this. Jesse > On Wed, Oct 01, 2003 at 12:25:25PM -0700, Alan Horn said: > > > > > > What browser you using ? > > > > I've had serious problems with opera, which is a shame since its my > > preferred browser. > > > > Mozilla and IE deal with this part better. > > > > Of course, it could be something else, but thats my first guess. > > > > > > On Wed, 1 Oct 2003, Walt Reed wrote: > > > > >Date: Wed, 1 Oct 2003 15:24:00 -0400 > > >From: Walt Reed > > >To: Alan Horn > > >Cc: Walt Reed , > > > "Sullivan, Robert (HQP)" , > > > rt-users at lists.fsck.com > > >Subject: Re: [rt-users] Abandoning RT Not for the faint of heart > > > > > >I actually still have it installed on the fresh box. The problem I've > > >been having is that when I try and login, it dumps me right back to the > > >login screen. If you look back in the email achives of this list, my > > >guess is that the CGI object is not getting initialized. The session > > >cookie doesn't show up, and GET / POST arguments are not there when I > > >add some debugging code to print out things like %cookies %ARGS, $user, > > >etc. The problem is pretty low-level - before autohandler gets called. > > > > > >On Wed, Oct 01, 2003 at 12:07:07PM -0700, Alan Horn said: > > >> > > >> Walt, > > >> > > >> I understand where you're coming from on this. It took me a long time to > > >> get my head around RT, and I think you're similarly technical. > > >> > > >> The html::mason aspect of it is something I haven't really delved into it, > > >> since I don't need to radically customise the interface. > > >> > > >> You're right that the documentation isn't as great as it could be (for 2.0 > > >> at least, I haven't really worked with 3.0 yet) > > >> > > >> I stuck with trying to get RT working because so many people suggested it > > >> to me, peoples who's opinions I respected. > > >> > > >> I've not seen any other freeware tool out there that comes close to the > > >> abilities of RT. Thats why I've gone from being a frustrated systems guy > > >> ready to throw it out the window, to being a huge RT advocate. > > >> > > >> Stick with it a little longer.. if you have any specific questions, send > > >> me an email. Apologies, but with workload lately I haven't been watching > > >> this list much. I've always had great responses from key members on the > > >> list though, once I figured out the basics. Once again, I agree that the > > >> barrier to entry could be significantly lowered :) > > >> > > >> Cheers, > > >> > > >> Al > > >> > > >> > > >> On Wed, 1 Oct 2003, Walt Reed wrote: > > >> > > >> >Date: Wed, 1 Oct 2003 14:58:00 -0400 > > >> >From: Walt Reed > > >> >To: "Sullivan, Robert (HQP)" > > >> >Cc: 'Walt Reed' , rt-users at lists.fsck.com > > >> >Subject: Re: [rt-users] Abandoning RT Not for the faint of heart > > >> > > > >> >Hmm. I had no intention of slamming anyone. If anything, pointing out > > >> >that the documentation is very weak should help prompt someone to fix > > >> >it. I am attempting to give constructive criticism. I posted quite a few > > >> >messages and only received one response by someone who wasn't able to > > >> >help (no fault on his part...) An inhouse Mason expert who has > > >> >developed dozens of large-scale mason-based applications could't figure > > >> >the thing out after spending several days on it. > > >> > > > >> >I was perfectly willing to work with anyone to try and figure out what > > >> >went wrong, but nobody with the right expertise stepped up to the plate. > > >> > > > >> >BTW, I compile all my apps by hand - I'm no stranger to tough manual > > >> >configurations. It's VERY rare that I find something I can't work with. > > >> >I even recompiled apache, perl, and mod_perl on a new machine to attempt > > >> >to get this thing going with the exact same problem. > > >> > > > >> >If you like RT and are able to get it to work, Great! Don't switch. If > > >> >like me you can't get the thing to go, there are other alternatives - > > >> >you don't have to keep bashing your head into a brick wall. > > >> > > > >> > > > >> >On Wed, Oct 01, 2003 at 11:24:28AM -0700, Sullivan, Robert (HQP) said: > > >> >> Hi, > > >> >> > > >> >> While RT is not an easy program to get up and running and all evaluations of > > >> >> it say that it is not an easy install. The tool does work and work well. I > > >> >> agree that it would be nice if it was packaged and one could do a simple > > >> >> pkgadd. Also I think that Jesse and the rest of the users on this list do a > > >> >> very good job of helping out whene there are questions. I do not blame you > > >> >> for going with another product but I think it is a mistake to slam the users > > >> >> and author of the RT program. > > >> >> > > >> >> > > >> >> > > >> >> -----Original Message----- > > >> >> From: Walt Reed [mailto:rt at linuxguy.com] > > >> >> Sent: Wednesday, October 01, 2003 11:13 AM > > >> >> To: rt-users at lists.fsck.com > > >> >> Subject: [rt-users] Abandoning RT > > >> >> > > >> >> > > >> >> Well, after spending several days trying to get it to work, and trying > > >> >> to debug the code, I decided to abandon my efforts to install RT. This > > >> >> is too bad because from a feature / demo perspective, RT looks great. > > >> >> Unfortuantely, the documentation is very weak, the code seems > > >> >> convoluted, and there doesn't seem to be a good way to debug the thing. > > >> >> The bottom line is that it just doesn't work. > > >> >> > > >> >> I see a few other people struggling to get it working too. If you are > > >> >> one of those people, you may want to check out http://otrs.org/ which > > >> >> seems competitive, works, and seems to be currently maintained. > > >> >> > > >> >> _______________________________________________ > > >> >> rt-users mailing list > > >> >> rt-users at lists.fsck.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 > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From rt at linuxguy.com Wed Oct 1 15:49:47 2003 From: rt at linuxguy.com (Walt Reed) Date: Wed, 1 Oct 2003 15:49:47 -0400 Subject: [rt-users] Abandoning RT Not for the faint of heart In-Reply-To: <3F7B2B65.1030601@redpepperracing.com> References: <20031001185800.GD9430@hubinternet.com> <20031001192400.GA9756@hubinternet.com> <3F7B2B65.1030601@redpepperracing.com> Message-ID: <20031001194947.GC9756@hubinternet.com> On Wed, Oct 01, 2003 at 03:30:45PM -0400, Tom Lichti said: > Walt Reed wrote: > > >I actually still have it installed on the fresh box. The problem I've > >been having is that when I try and login, it dumps me right back to the > >login screen. If you look back in the email achives of this list, my > >guess is that the CGI object is not getting initialized. The session > >cookie doesn't show up, and GET / POST arguments are not there when I > >add some debugging code to print out things like %cookies %ARGS, $user, > >etc. The problem is pretty low-level - before autohandler gets called. > > > > Dumb question, what is your server name? Does it have an underscore in > the name? I had a similar problem and that was what was causing it. > I JUST FOUND THE PROBLEM. RT needs: "PerlSetupEnv On" in the apache config. This is off by default in my apache config. From rt at linuxguy.com Wed Oct 1 15:51:29 2003 From: rt at linuxguy.com (Walt Reed) Date: Wed, 1 Oct 2003 15:51:29 -0400 Subject: [rt-users] Abandoning RT Not for the faint of heart In-Reply-To: <20031001194333.GC30655@fsck.com> References: <20031001192400.GA9756@hubinternet.com> <20031001193816.GB9756@hubinternet.com> <20031001194333.GC30655@fsck.com> Message-ID: <20031001195129.GD9756@hubinternet.com> Jesse: Just found the problem. RT needs: PerlSetupEnv On Can you please add this to the documentation? On Wed, Oct 01, 2003 at 03:43:33PM -0400, Jesse Vincent said: > > > > On Wed, Oct 01, 2003 at 03:38:16PM -0400, Walt Reed wrote: > > This sort of implies a problem with mod_perl, or the version of CGI.pm > that you're using. I've occasionally seen issues with broken versions of > some of the lower level modules doing things like this. > > Jesse > > > On Wed, Oct 01, 2003 at 12:25:25PM -0700, Alan Horn said: > > > > > > > > > What browser you using ? > > > > > > I've had serious problems with opera, which is a shame since its my > > > preferred browser. > > > > > > Mozilla and IE deal with this part better. > > > > > > Of course, it could be something else, but thats my first guess. > > > > > > > > > On Wed, 1 Oct 2003, Walt Reed wrote: > > > > > > >Date: Wed, 1 Oct 2003 15:24:00 -0400 > > > >From: Walt Reed > > > >To: Alan Horn > > > >Cc: Walt Reed , > > > > "Sullivan, Robert (HQP)" , > > > > rt-users at lists.fsck.com > > > >Subject: Re: [rt-users] Abandoning RT Not for the faint of heart > > > > > > > >I actually still have it installed on the fresh box. The problem I've > > > >been having is that when I try and login, it dumps me right back to the > > > >login screen. If you look back in the email achives of this list, my > > > >guess is that the CGI object is not getting initialized. The session > > > >cookie doesn't show up, and GET / POST arguments are not there when I > > > >add some debugging code to print out things like %cookies %ARGS, $user, > > > >etc. The problem is pretty low-level - before autohandler gets called. > > > > > > > >On Wed, Oct 01, 2003 at 12:07:07PM -0700, Alan Horn said: > > > >> > > > >> Walt, > > > >> > > > >> I understand where you're coming from on this. It took me a long time to > > > >> get my head around RT, and I think you're similarly technical. > > > >> > > > >> The html::mason aspect of it is something I haven't really delved into it, > > > >> since I don't need to radically customise the interface. > > > >> > > > >> You're right that the documentation isn't as great as it could be (for 2.0 > > > >> at least, I haven't really worked with 3.0 yet) > > > >> > > > >> I stuck with trying to get RT working because so many people suggested it > > > >> to me, peoples who's opinions I respected. > > > >> > > > >> I've not seen any other freeware tool out there that comes close to the > > > >> abilities of RT. Thats why I've gone from being a frustrated systems guy > > > >> ready to throw it out the window, to being a huge RT advocate. > > > >> > > > >> Stick with it a little longer.. if you have any specific questions, send > > > >> me an email. Apologies, but with workload lately I haven't been watching > > > >> this list much. I've always had great responses from key members on the > > > >> list though, once I figured out the basics. Once again, I agree that the > > > >> barrier to entry could be significantly lowered :) > > > >> > > > >> Cheers, > > > >> > > > >> Al > > > >> > > > >> > > > >> On Wed, 1 Oct 2003, Walt Reed wrote: > > > >> > > > >> >Date: Wed, 1 Oct 2003 14:58:00 -0400 > > > >> >From: Walt Reed > > > >> >To: "Sullivan, Robert (HQP)" > > > >> >Cc: 'Walt Reed' , rt-users at lists.fsck.com > > > >> >Subject: Re: [rt-users] Abandoning RT Not for the faint of heart > > > >> > > > > >> >Hmm. I had no intention of slamming anyone. If anything, pointing out > > > >> >that the documentation is very weak should help prompt someone to fix > > > >> >it. I am attempting to give constructive criticism. I posted quite a few > > > >> >messages and only received one response by someone who wasn't able to > > > >> >help (no fault on his part...) An inhouse Mason expert who has > > > >> >developed dozens of large-scale mason-based applications could't figure > > > >> >the thing out after spending several days on it. > > > >> > > > > >> >I was perfectly willing to work with anyone to try and figure out what > > > >> >went wrong, but nobody with the right expertise stepped up to the plate. > > > >> > > > > >> >BTW, I compile all my apps by hand - I'm no stranger to tough manual > > > >> >configurations. It's VERY rare that I find something I can't work with. > > > >> >I even recompiled apache, perl, and mod_perl on a new machine to attempt > > > >> >to get this thing going with the exact same problem. > > > >> > > > > >> >If you like RT and are able to get it to work, Great! Don't switch. If > > > >> >like me you can't get the thing to go, there are other alternatives - > > > >> >you don't have to keep bashing your head into a brick wall. > > > >> > > > > >> > > > > >> >On Wed, Oct 01, 2003 at 11:24:28AM -0700, Sullivan, Robert (HQP) said: > > > >> >> Hi, > > > >> >> > > > >> >> While RT is not an easy program to get up and running and all evaluations of > > > >> >> it say that it is not an easy install. The tool does work and work well. I > > > >> >> agree that it would be nice if it was packaged and one could do a simple > > > >> >> pkgadd. Also I think that Jesse and the rest of the users on this list do a > > > >> >> very good job of helping out whene there are questions. I do not blame you > > > >> >> for going with another product but I think it is a mistake to slam the users > > > >> >> and author of the RT program. > > > >> >> > > > >> >> > > > >> >> > > > >> >> -----Original Message----- > > > >> >> From: Walt Reed [mailto:rt at linuxguy.com] > > > >> >> Sent: Wednesday, October 01, 2003 11:13 AM > > > >> >> To: rt-users at lists.fsck.com > > > >> >> Subject: [rt-users] Abandoning RT > > > >> >> > > > >> >> > > > >> >> Well, after spending several days trying to get it to work, and trying > > > >> >> to debug the code, I decided to abandon my efforts to install RT. This > > > >> >> is too bad because from a feature / demo perspective, RT looks great. > > > >> >> Unfortuantely, the documentation is very weak, the code seems > > > >> >> convoluted, and there doesn't seem to be a good way to debug the thing. > > > >> >> The bottom line is that it just doesn't work. > > > >> >> > > > >> >> I see a few other people struggling to get it working too. If you are > > > >> >> one of those people, you may want to check out http://otrs.org/ which > > > >> >> seems competitive, works, and seems to be currently maintained. > > > >> >> > > > >> >> _______________________________________________ > > > >> >> rt-users mailing list > > > >> >> rt-users at lists.fsck.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 > > > > -- > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Wed Oct 1 15:56:47 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 1 Oct 2003 15:56:47 -0400 Subject: [rt-users] Abandoning RT Not for the faint of heart In-Reply-To: <20031001195129.GD9756@hubinternet.com> References: <20031001192400.GA9756@hubinternet.com> <20031001193816.GB9756@hubinternet.com> <20031001194333.GC30655@fsck.com> <20031001195129.GD9756@hubinternet.com> Message-ID: <20031001195647.GD30655@fsck.com> On Wed, Oct 01, 2003 at 03:51:29PM -0400, Walt Reed wrote: > Jesse: Just found the problem. > > RT needs: > PerlSetupEnv On Cool! I'm quite glad you've found the issue that's been biting you. I've never seen the need for this on any system I've touched before. For posterity, can you give me a final rundown of packages and versions? (Is this a modperl_2 variable? Are you running other mod_perl apps?) Best, Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From myk_lists at yahoo.ca Wed Oct 1 16:04:21 2003 From: myk_lists at yahoo.ca (Mike White) Date: Wed, 01 Oct 2003 13:04:21 -0700 Subject: [rt-users] System error on ticket view Message-ID: <3F7B3345.6040703@yahoo.ca> RT 3.0.5 / Apache 1.3.28 / mod_perl 1.28 / Perl 5.8.1 When viewing a ticket that may or may not have UTF-8 characters in it, i get the following: System error error: Internal Error () on 'DMA ?R???g???[?' at /usr/lib/perl5/site_perl/5.8.1/Text/Quoted.pm line 187. context: ... 183: $lines[-1]{presig} .= $lines[-1]{quoter} = defn $2; 184: $lines[-1]{presig} .= $lines[-1]{quotespace} = defn $3; 185: $lines[-1]{hang} = defn(Hang->new($_)); 186: 187: s/([ \t]*)(.*?)(\s*)$// 188: or die "Internal Error ($@) on '$_'"; 189: $lines[-1]{hangspace} = defn $1; 190: $lines[-1]{text} = defn $2; 191: $lines[-1]{empty} = $lines[-1]{hang}->empty() && $2 !~ /\S/; ... code stack: /usr/lib/perl5/site_perl/5.8.1/Text/Quoted.pm:187 g /usr/lib/perl5/site_perl/5.8.1/Text/Quoted.pm:63 g /opt/rt3/share/html/Ticket/Elements/ShowTransaction:62 g /opt/rt3/share/html/Ticket/Elements/ShowHistory:65 g /opt/rt3/share/html/Ticket/Display.html:37 g /opt/rt3/share/html/autohandler:182 g Plus a raw error that looks like it has a munged version of the ticket content. Plus this in the syslog: Oct 1 13:02:23 spruce RT: Malformed UTF-8 character (unexpected non-continuation byte 0x00, immediately after start byte 0xc2) in substitution (s///) at /usr/lib/perl5/site_perl/5.8.1/Text/Quoted.pm line 187. (/opt/rt3/lib/RT.pm:247) Oct 1 13:02:23 spruce RT: Malformed UTF-8 character (unexpected non-continuation byte 0x27, immediately after start byte 0xc2) in substitution iterator at /usr/lib/perl5/site_perl/5.8.1/HTML/Mason/Escapes.pm line 22. (/opt/rt3/lib/RT.pm:247) Oct 1 13:02:23 spruce RT: Malformed UTF-8 character (unexpected non-continuation byte 0x27, immediately after start byte 0xc2) in substitution iterator at (eval 1890) line 35. (/opt/rt3/lib/RT.pm:247) In an effort to fix my "Attachments get munged unless apache is restarted frequently" error, i've littered LANG=C and LC_ALL=C everywhere. From rt at linuxguy.com Wed Oct 1 16:20:33 2003 From: rt at linuxguy.com (Walt Reed) Date: Wed, 1 Oct 2003 16:20:33 -0400 Subject: [rt-users] No Longer Abandoning RT ! In-Reply-To: <20031001195647.GD30655@fsck.com> References: <20031001192400.GA9756@hubinternet.com> <20031001193816.GB9756@hubinternet.com> <20031001194333.GC30655@fsck.com> <20031001195129.GD9756@hubinternet.com> <20031001195647.GD30655@fsck.com> Message-ID: <20031001202033.GF9756@hubinternet.com> On Wed, Oct 01, 2003 at 03:56:47PM -0400, Jesse Vincent said: > On Wed, Oct 01, 2003 at 03:51:29PM -0400, Walt Reed wrote: > > Jesse: Just found the problem. > > > > RT needs: > > PerlSetupEnv On > > Cool! I'm quite glad you've found the issue that's been biting you. I've > never seen the need for this on any system I've touched before. For > posterity, can you give me a final rundown of packages and versions? (Is > this a modperl_2 variable? Are you running other mod_perl apps?) Running on RedHat 8, but with custom compiled apache / perl / mod_perl. Embedded Perl version v5.8.0 for Apache/1.3.28 (Unix) mod_perl/1.28 I am running another large mason based application. FWIW, the mod_perl documentation advises turning this variable off so it is likely that this may bite others as well. In fact, I have it off in the main apache configuration and turned on in the virtual. In lib/RT/Interface/Web.pm, RT sets args_method to "CGI" instead of "mod_perl" like our application uses. My guess is that CGI grabs args from the environment variables for QUERY_STRING (or whatever it is) as opposed to internal apache structures (which is what mod_perl does.) With PerlSetupEnv Off, this variable does not exist. From jjasen at datafoundation.com Wed Oct 1 17:41:30 2003 From: jjasen at datafoundation.com (John Jasen) Date: Wed, 1 Oct 2003 17:41:30 -0400 (EDT) Subject: [rt-users] setting up a custom status? Message-ID: Is there a way of adding to or changing the default status? We'd like to have 'testing' 'pending' and a few others, and I've not easily found a way of tackling this one. From checkpoint at ozbergs.com Wed Oct 1 18:15:33 2003 From: checkpoint at ozbergs.com (Stevo) Date: Wed, 1 Oct 2003 15:15:33 -0700 Subject: [rt-users] Upgrade Question Message-ID: <107c01c38869$88d0e140$0a02010a@renditionnetworks.com> Hey All, I just did an upgrade from RT3.0.4 to 3.0.6 and saw this at the end of the make upgrade: Congratulations. RT has been upgraded. You should now check-over /usr/local/rt3/etc/RT_Config.pm for any necessary site customization. Additionally, you should update RT's system database objects by running ls etc/upgrade For each file in that directory whose name is greater than your previously installed RT version, run: /usr/local/rt3/sbin/rt-setup-database --action insert --datafile etc/upgrade/ I got the check-over RT_Config.pm part, but I don't get the rest!! What do I need to do here?? Thanks Steve From jjasen at datafoundation.com Wed Oct 1 18:50:10 2003 From: jjasen at datafoundation.com (John Jasen) Date: Wed, 1 Oct 2003 18:50:10 -0400 (EDT) Subject: [rt-users] setting up a custom status? In-Reply-To: Message-ID: On Wed, 1 Oct 2003, John Jasen wrote: > Is there a way of adding to or changing the default status? We'd like to > have 'testing' 'pending' and a few others, and I've not easily found a way > of tackling this one. Wow ... that was fast! Bruce Segal pointed me to: $RT_DIR/lib/RT/Queue_Overlay.pm, where @ACTIVE_STATUS = qw(new open stalled); You can add your custom status(es) there. If they're active, you'll also need to modify: $RT_DIR/share/html/Elements/QuickSearch + a bit complicated. depending on how you want them displayed. I decided to treat testing and pending as open, and so: $Tickets->LimitStatus(VALUE => "open"); + $Tickets->LimitStatus(VALUE => "pending"); + $Tickets->LimitStatus(VALUE => "testing"); and changed <%$queue->Name%> to <%$queue->Name%> and changed <%$open%> to <%$open%> $RT_DIR/share/html/Elements/MyTickets $MyTickets->LimitStatus(VALUE => "open"); $MyTickets->LimitStatus(VALUE => "new"); + $MyTickets->LimitStatus(VALUE => "pending"); + $MyTickets->LimitStatus(VALUE => "testing"); $RT_DIR/share/html/Elements/MyRequests $MyTickets->LimitStatus(VALUE => "open"); $MyTickets->LimitStatus(VALUE => "new"); + $MyTickets->LimitStatus(VALUE => "pending"); + $MyTickets->LimitStatus(VALUE => "testing"); And it all seems to be hunky-dory. From jgedeon at qualcomm.com Wed Oct 1 18:53:19 2003 From: jgedeon at qualcomm.com (John Gedeon) Date: Wed, 01 Oct 2003 15:53:19 -0700 Subject: [rt-users] RT 2.0.15 and attachments Message-ID: <5.1.0.14.2.20031001155158.094ed048@unixmail.qualcomm.com> Hi, we are using rt 2.0.15 and some users are complaining that rt doesn't send out attachments it gets. Is there an easy way to deal with this (ie a configuration option to either send out the attachment in the email) John From jjasen at datafoundation.com Wed Oct 1 18:57:26 2003 From: jjasen at datafoundation.com (John Jasen) Date: Wed, 1 Oct 2003 18:57:26 -0400 (EDT) Subject: [rt-users] quick trick: "RT at a glance" Message-ID: If you don't like the default index.html "RT at a glance" page (for example, we wanted more information from " 10 highest priority tickets I own..." and " 10 highest priority tickets I requested..."), you can modify what they display based on the various Elements called. For example, we wanted Priority and Due Date listed for tickets we owned: go to $RT_DIR/share/html/Elements and make the following changes: diff MyTickets MyTickets-premod 31,32d30 < <&|/l&>Due Date < <&|/l&>Priority 64,69d61 < < <%$Ticket->DueObj->AsString%> < < < <%$Ticket->Priority%> < We also wanted more info on tickets we opened: diff MyRequests MyRequests-premod 32,33d31 < <&|/l&>Due Date < <&|/l&>Priority 64,69d61 < < <%$Ticket->DueObj->AsString%> < < < <%$Ticket->Priority%> < Hope someone finds this useful! From jesse at bestpractical.com Wed Oct 1 19:02:39 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 1 Oct 2003 19:02:39 -0400 Subject: [rt-users] No Longer Abandoning RT ! In-Reply-To: <20031001202033.GF9756@hubinternet.com> References: <20031001192400.GA9756@hubinternet.com> <20031001193816.GB9756@hubinternet.com> <20031001194333.GC30655@fsck.com> <20031001195129.GD9756@hubinternet.com> <20031001195647.GD30655@fsck.com> <20031001202033.GF9756@hubinternet.com> Message-ID: <20031001230239.GJ30655@fsck.com> > In lib/RT/Interface/Web.pm, RT sets args_method to "CGI" instead > of "mod_perl" like our application uses. My guess is that CGI grabs args > from the environment variables for QUERY_STRING (or whatever it is) as > opposed to internal apache structures (which is what mod_perl does.) > With PerlSetupEnv Off, this variable does not exist. Oh. Um. I didn't realize you were trying to run two different apps on the same mod_perl instance. Due to apache/mod_perl's total inability to sandbox such things cleanly, that's totally unsupported. Using a seperate backend server is likely the best way to go. We use the CGI args_method in mason for compatibility. There have been various issues with mod_perl args over time (aside from the fact that RT goes to great lengths to be cleanly compatible with non-mod-perl configurations). Best, Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From les at futuresource.com Wed Oct 1 19:47:34 2003 From: les at futuresource.com (Les Mikesell) Date: 01 Oct 2003 18:47:34 -0500 Subject: [rt-users] Abandoning RT Not for the faint of heart In-Reply-To: <20031001195647.GD30655@fsck.com> References: <20031001192400.GA9756@hubinternet.com> <20031001193816.GB9756@hubinternet.com> <20031001194333.GC30655@fsck.com> <20031001195129.GD9756@hubinternet.com> <20031001195647.GD30655@fsck.com> Message-ID: <1065052053.1652.85.camel@moola.futuresource.com> On Wed, 2003-10-01 at 14:56, Jesse Vincent wrote: > > On Wed, Oct 01, 2003 at 03:51:29PM -0400, Walt Reed wrote: > > Jesse: Just found the problem. > > > > RT needs: > > PerlSetupEnv On > > Cool! I'm quite glad you've found the issue that's been biting you. I've > never seen the need for this on any system I've touched before. For > posterity, can you give me a final rundown of packages and versions? (Is > this a modperl_2 variable? Are you running other mod_perl apps?) > I'm not sure it would have helped in this case, but when I installed twiki from http://www.twiki.org it included a nice 'testenv' utility that ran under mod_perl and compared what it found to the required settings. Something like that might help with the more obscure problems. --- Les Mikesell les at futuresource.com From san at openstone.dk Wed Oct 1 21:40:54 2003 From: san at openstone.dk (Steen Andersen) Date: Thu, 2 Oct 2003 03:40:54 +0200 (CEST) Subject: [rt-users] Abandoning RT Not for the faint of heart In-Reply-To: <20031001185800.GD9430@hubinternet.com> References: <00A851B1D52D3940B03DE868CCF0E6140A6A0B19@HQPEX006.corp.rhalf.com> <20031001185800.GD9430@hubinternet.com> Message-ID: <20031002031630.K417@mail.openstone.dk> On Wed, 1 Oct 2003, Walt Reed wrote: > > Well, after spending several days trying to get it to work, and trying > > to debug the code, I decided to abandon my efforts to install RT. This > > is too bad because from a feature / demo perspective, RT looks great. > > Unfortuantely, the documentation is very weak, the code seems > > convoluted, and there doesn't seem to be a good way to debug the thing. > > The bottom line is that it just doesn't work. FWIW: What went wrong? Errormessages, logs, output from installruns would help us a lot. I've installed RT about 10 times at different boxes without having to debug the code:-) And I had a look at the homepage of your suggested alternative: otrs.org and the documentation found there. The documentation states that: "The described way of installing the otrs is tested on a newly installed system. In case you have trouble to install it on your working system please try it with a new linux installation. Most of the installation problems are caused by messy apache configurations and forgotten mysql database passwords. So please use a fresh installation to encircle an installation problem in case it occures". The documentation then goes on to describe the installation on a SuSE system. Though the manual for RT may not be state of the art, it is actually possible to make a working RT by following the directions in the README file. It is not tied to a particular OS (Linux) and/or a particular flavour (SuSE) as is the documentation for otrs. So I suggest that you give RT another try, and if (or when) it fails, comes up with some specific questions on this list. Greetings Steen ---------------------------------------- Steen.Andersen at OpenStone.Dk From m-liebman at northwestern.edu Wed Oct 1 22:49:43 2003 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 01 Oct 2003 22:49:43 -0400 Subject: [rt-users] Upgrade Question In-Reply-To: <107c01c38869$88d0e140$0a02010a@renditionnetworks.com> References: <107c01c38869$88d0e140$0a02010a@renditionnetworks.com> Message-ID: <6.0.0.22.2.20031001224611.028070c0@pop.mail.yahoo.com> At 06:15 PM 10/1/2003, Stevo wrote: >Additionally, > you should update RT's system database objects by running > ls etc/upgrade > For each file in that directory whose name is greater than > your previously installed RT version, run: > /usr/local/rt3/sbin/rt-setup-database --action >insert --datafile etc/upgrade/ > >I got the check-over RT_Config.pm part, but I don't get the rest!! What do >I need to do here?? From within the untarred 3.0.6 directory type ls etc/upgrade. It's going to list a file for 2.x.x (don't have a connection to my RT box at the moment so I don't have the exact version). In this case you don't have to do anything. But, if it had listed a newer version, 3.0.5 for example, you would run the rt-setup-database script passing in that version's data 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 myqu at hotmail.com Wed Oct 1 23:47:20 2003 From: myqu at hotmail.com (Ada Hui) Date: Thu, 02 Oct 2003 03:47:20 +0000 Subject: [rt-users] Can anyone help me with a step by step config of RT? Message-ID: Dear Rommie and All, I have been trying to get RT3.0.5 up on Red Hat 9 for many days but i still can't do it. Seeing that you have succeeded already, would you mind give me some more help by telling me how you get things done? I'm not a very experienced Linux user, pls tell me more details. I have tried to install RT 3.0.5 + mysql + fastcgi (i have tried modperl1 also, but can't install all the required module by CPAN, so i switched to fastcgi) Then i have RT successfully installed. After that I tired to copy the RT_Config.pm to RT_SiteConfig.pm and modify some settings. Also i add the vitual host config as the one you posted earlier. Then i restarted httpd. I tried to go to http://localhost, but can find the login page. Is there anything i missed? Please help. Thanks in advance. Best Regards, Ada >From: "Rommie" >To: >CC: , , >, , >, , >, , , > >Subject: Mailgate for Qmail configuration >Date: Wed, 1 Oct 2003 15:12:38 -0000 (UTC) > >I just successfully installed RT3.0.5 on RH9 with FastCGI + Postgres + >Sendmail on a separate machine. Currently I have separate mail server >using Qmail where all our emails are maintained. > >My questions is how can RT make use of Qmail which on a different machine. > I'm really need a step by step instructions for this. > >Please help me guys! > > > >---rommie > > _________________________________________________________________ No masks required! Use MSN Messenger to chat with friends and family. http://go.msnserver.com/HK/25382.asp From m-liebman at northwestern.edu Thu Oct 2 00:12:37 2003 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Thu, 02 Oct 2003 00:12:37 -0400 Subject: [rt-users] Can anyone help me with a step by step config of RT? In-Reply-To: References: Message-ID: <6.0.0.22.2.20031002001053.0277b860@pop.mail.yahoo.com> At 11:47 PM 10/1/2003, Ada Hui wrote: >Also i add the vitual host config as the one you posted earlier. Then i >restarted httpd. > >I tried to go to http://localhost, but can find the login page. I know this seems obvious, but what port did you configure the virtual host for? Are you trying to access the default port or the port you configured the virtual host for? 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 danie.marais at attix5.com Thu Oct 2 03:10:23 2003 From: danie.marais at attix5.com (Danie Marais) Date: Thu, 2 Oct 2003 09:10:23 +0200 Subject: [rt-users] RT3 Truncating attachments References: <01a901c387e6$e85cf5a0$16cea8c0@oaktucson> <3F7A9502.30006@acronis.ru> <1065014249.2149.4.camel@tapestry.home.net> <20031001152622.GA4227@tapestry.home.net> <02e701c38835$ac030870$0a14a8c0@danie> <1065027898.8099.13.camel@hal9000.internal.onramp.ca> Message-ID: <002601c388b4$41e4a460$0a14a8c0@danie> > On Wed, 2003-10-01 at 12:04, Danie Marais wrote: > > I can indeed confirm exactly that with my MySQL setup. I can place large > > attachments in the database through the web interface and they get mailed > > just fine. But you cannot mail a large (above 4k) attachment. It ends up > > corrupted (or at least truncated) in the database. So I'm still stumped. > > What version of mod_perl are you using? > mod_perl-1.99_07-5 perl-5.8.0-88 From cubic at acronis.ru Thu Oct 2 04:39:54 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 02 Oct 2003 12:39:54 +0400 Subject: [rt-users] quick trick: "RT at a glance" In-Reply-To: References: Message-ID: <3F7BE45A.4020604@acronis.ru> I and our users vote for Priority field at home page. So we vote for inclusion it in mainline. John Jasen wrote: >If you don't like the default index.html "RT at a glance" page (for >example, we wanted more information from " 10 highest priority tickets I >own..." and " 10 highest priority tickets I requested..."), you can modify >what they display based on the various Elements called. > >For example, we wanted Priority and Due Date listed for tickets we owned: > >go to $RT_DIR/share/html/Elements and make the following changes: >diff MyTickets MyTickets-premod >31,32d30 >< <&|/l&>Due Date >< <&|/l&>Priority >64,69d61 >< >< <%$Ticket->DueObj->AsString%> >< >< >< <%$Ticket->Priority%> >< > >We also wanted more info on tickets we opened: > >diff MyRequests MyRequests-premod >32,33d31 >< <&|/l&>Due Date >< <&|/l&>Priority >64,69d61 >< >< <%$Ticket->DueObj->AsString%> >< >< >< <%$Ticket->Priority%> >< > >Hope someone finds this useful! > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.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 Thu Oct 2 04:47:13 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 02 Oct 2003 12:47:13 +0400 Subject: [rt-users] Upgrade Question In-Reply-To: <107c01c38869$88d0e140$0a02010a@renditionnetworks.com> References: <107c01c38869$88d0e140$0a02010a@renditionnetworks.com> Message-ID: <3F7BE611.5090106@acronis.ru> Steve, there is new configuration variables went into RT_Config.pm. You just have to look through it, and may be override with RT_SiteConfig.pm. Stevo wrote: >Hey All, > >I just did an upgrade from RT3.0.4 to 3.0.6 and saw this at the end of the >make upgrade: > > Congratulations. RT has been upgraded. You should now check-over > /usr/local/rt3/etc/RT_Config.pm for any necessary site >customization. Additionally, > you should update RT's system database objects by running > ls etc/upgrade > For each file in that directory whose name is greater than > your previously installed RT version, run: > /usr/local/rt3/sbin/rt-setup-database --action >insert --datafile etc/upgrade/ > >I got the check-over RT_Config.pm part, but I don't get the rest!! What do >I need to do here?? > >Thanks > >Steve > > From P.J.Strange at rl.ac.uk Thu Oct 2 05:28:52 2003 From: P.J.Strange at rl.ac.uk (Strange, PJ (Philippa) ) Date: Thu, 2 Oct 2003 10:28:52 +0100 Subject: [rt-users] Email not arriving at RT Message-ID: <350DC7048372D31197F200902773DF4C034C6BB2@exchange11.rl.ac.uk> Hi I have just installed RT but when sending an email I receive the following error. Can someone point me in the right direction? Thanks Philippa ----- The following addresses had permanent fatal errors ----- "|/opt/rt3/bin/rt-mailgate --queue general --action correspond" (reason: Service unavailable) (expanded from: ) ----- Transcript of session follows ----- smrsh: "rt-mailgate" not available for sendmail programs (stat failed) 554 5.0.0 Service unavailable From sbe at oleane.net Thu Oct 2 05:21:55 2003 From: sbe at oleane.net (Stefan Berder) Date: Thu, 02 Oct 2003 11:21:55 +0200 Subject: [rt-users] Problems creating ticket by email Message-ID: <3F7BEE33.3040007@oleane.net> Got all the system installed but I can't achieve one really important thing. I can't create tickets by sending an email to the rt adress I set. When I create a ticket by the webUI, I can reply by mail to the ticket and add comments, no problem. But my point is *CREATING* a ticket by sending an email. When i try this i got the following in my sendmail log : Oct 2 11:29:52 exploit sendmail[29394]: LAA29303: to="|/opt/rt3/bin/rt-mailgate --queue rt --action correspond --url http://xxx:8181/rt3 --debug", delay=00:06:52, xdelay=00:00:00, mailer=prog, stat=Deferred After redirecting the STDERR to a log file (weird way to support the --debug option by sending the pb to stderr when rt-mailgate is launched by sendmail...) I got this thing : Connecting to http://xxx:8181/rt3/REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 446, <> chunk 1. temporary failure RT server error. The RT server which handled your email did not behave as expected. It said: temporary failure And my apache access.log says : 213.56.31.112 - - [02/Oct/2003:11:32:57 +0200] "POST /rt3/REST/1.0/NoAuth/mail-gateway HTTP/1.1" 200 30 "-" "libwww-perl/5.69" (-/-) I can't figure how to deal with that ... -- #=- Stefan Berder tel : 4 76 72 -=# #=- Ing?nieur syst?me et r?seau 01 41 21 76 72 -=# #=- TRANSPAC / CSIG-SIS-ISS mail : sbe at oleane.net -=# #=- /(bb|[^b]{2})/ stefan.berder at francetelecom.com -=# From pdh at snapgear.com Thu Oct 2 05:37:34 2003 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 2 Oct 2003 19:37:34 +1000 Subject: [rt-users] RT3 Truncating attachments In-Reply-To: <002601c388b4$41e4a460$0a14a8c0@danie> References: <01a901c387e6$e85cf5a0$16cea8c0@oaktucson> <3F7A9502.30006@acronis.ru> <1065014249.2149.4.camel@tapestry.home.net> <20031001152622.GA4227@tapestry.home.net> <02e701c38835$ac030870$0a14a8c0@danie> <1065027898.8099.13.camel@hal9000.internal.onramp.ca> <002601c388b4$41e4a460$0a14a8c0@danie> Message-ID: <20031002093734.GA11359@moreton.com.au> Danie Marais wrote: > mod_perl-1.99_07-5 > perl-5.8.0-88 Thanks for playing. Please try again. Seriously:- you're using a badly built beta version of a moving target, with that mod_perl. While some people have made mod_perl 1.99 work with RT, it is (a) strongly discouraged, and (b) all but impossible using any RedHat shipped mod_perl package. Build mod_perl yourself from latest sources if you must. Better still, use apache 1.3 with mod_perl 1, or fastcgi under apache 2. -- 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 Thu Oct 2 05:46:12 2003 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 2 Oct 2003 19:46:12 +1000 Subject: [rt-users] Email not arriving at RT In-Reply-To: <350DC7048372D31197F200902773DF4C034C6BB2@exchange11.rl.ac.uk> References: <350DC7048372D31197F200902773DF4C034C6BB2@exchange11.rl.ac.uk> Message-ID: <20031002094612.GC11359@moreton.com.au> Strange, PJ (Philippa) wrote: > smrsh: "rt-mailgate" not available for sendmail programs (stat failed) 554 Your smrsh isn't configured to allow rt-mailgate to run. Read the smrsh man page for how to fix that. -- 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 cubic at acronis.ru Thu Oct 2 05:49:00 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 02 Oct 2003 13:49:00 +0400 Subject: [rt-users] URGENT PLEASE - Problems after upgrading to Perl 5.8.1 In-Reply-To: <65119.129.33.49.251.1065026618.squirrel@webmail.artofliving.org> References: <65119.129.33.49.251.1065026618.squirrel@webmail.artofliving.org> Message-ID: <3F7BF48C.1030902@acronis.ru> I don't know much about FastCGI, but after perl upgrade you should reinstall all perl modules that have XS code(C code) or work on low level. I also don't know how to figure out which module have to be reinstalled so I recommend reistall all. I also think that 5.8.1 is really fresh. Have a try with 5.8.0 I also don't think that many people have RT on 5.8.1 yet. Best regards. Ruslan. Hariharan wrote: >Hello > >After I upgraded to Perl 5.8.1 from 5.6.0, I am having problems with >mason_handler.fcgi. > >RT works fine with mod_perl, but not FastCGI, > >I am internal server errors with apache 1.3.28 as follows: > >FastCGI: comm with server "/usr/local/rt/bin/mason_handler.fcgi" aborted: >idle timeout (30 sec) > >FastCGI: incomplete headers (0 bytes) received from server >"/usr/local/rt/bin/mason_handler.fcgi" > >This was working fine with 5.6.1, and broke after upgaradation, I tried >installing this again from scratch and yet is broken. > >I even reinstalled fastcgi, but no luck. > >Could some one point me to the right direction please? > >Thanks > >Hari > > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.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 Thu Oct 2 05:52:27 2003 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 2 Oct 2003 19:52:27 +1000 Subject: [rt-users] Problems creating ticket by email In-Reply-To: <3F7BEE33.3040007@oleane.net> References: <3F7BEE33.3040007@oleane.net> Message-ID: <20031002095227.GA11454@moreton.com.au> Stefan Berder wrote: > to="|/opt/rt3/bin/rt-mailgate --queue rt --action correspond --url > http://xxx:8181/rt3 --debug", delay=00:06:52, xdelay=00:00:00, > mailer=prog, stat=Deferred > The RT server which handled your email did not behave as expected. It > said: > > temporary failure Do you have a queue called "rt"? -- 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 danie.marais at attix5.com Thu Oct 2 05:55:22 2003 From: danie.marais at attix5.com (Danie Marais) Date: Thu, 2 Oct 2003 11:55:22 +0200 Subject: [rt-users] RT3 Truncating attachments References: <01a901c387e6$e85cf5a0$16cea8c0@oaktucson> <3F7A9502.30006@acronis.ru> <1065014249.2149.4.camel@tapestry.home.net> <20031001152622.GA4227@tapestry.home.net> <02e701c38835$ac030870$0a14a8c0@danie> <1065027898.8099.13.camel@hal9000.internal.onramp.ca> <002601c388b4$41e4a460$0a14a8c0@danie> <20031002093734.GA11359@moreton.com.au> Message-ID: <01b601c388cb$4b8ee360$0a14a8c0@danie> > Danie Marais wrote: > > mod_perl-1.99_07-5 > > perl-5.8.0-88 > > Thanks for playing. Please try again. > > Seriously:- you're using a badly built beta version of a moving target, > with that mod_perl. > > While some people have made mod_perl 1.99 work with RT, it is (a) > strongly discouraged, and (b) all but impossible using any RedHat > shipped mod_perl package. Build mod_perl yourself from latest > sources if you must. Better still, use apache 1.3 with mod_perl 1, > or fastcgi under apache 2. My intention was to use fastCGI under apache2, but I cannot get the mail to work properly. The only way I could get the mail to work (almost) was using mod_perl. Here is my fastcgi setup in apache: DocumentRoot /opt/rt3/share/html ServerName rtt.attix5.com FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images/ AddDefaultCharset UTF-8 AddHandler fastcgi-script fcgi fpl fcg ScriptAliasMatch (.*/)$ /opt/rt3/bin/mason_handler.fcgi$1 ScriptAliasMatch (.*\.html)$ /opt/rt3/bin/mason_handler.fcgi$1 I keep getting an error in apache saying fastCGI terminated with an error 255 when you try to send a mail to RT. Danie From pdh at snapgear.com Thu Oct 2 05:54:48 2003 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 2 Oct 2003 19:54:48 +1000 Subject: [rt-users] URGENT PLEASE - Problems after upgrading to Perl 5.8.1 In-Reply-To: <65119.129.33.49.251.1065026618.squirrel@webmail.artofliving.org> References: <65119.129.33.49.251.1065026618.squirrel@webmail.artofliving.org> Message-ID: <20031002095447.GB11454@moreton.com.au> Hariharan wrote: > RT works fine with mod_perl, but not FastCGI, > > FastCGI: comm with server "/usr/local/rt/bin/mason_handler.fcgi" aborted: > idle timeout (30 sec) > > FastCGI: incomplete headers (0 bytes) received from server > "/usr/local/rt/bin/mason_handler.fcgi" > > This was working fine with 5.6.1, and broke after upgaradation, I tried > installing this again from scratch and yet is broken. What happens if you run "/usr/local/rt/bin/mason_handler.fcgi" interactively from the shell? Does your suidperl work properly? -- 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 Thu Oct 2 05:57:40 2003 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 2 Oct 2003 19:57:40 +1000 Subject: [rt-users] RT3 Truncating attachments In-Reply-To: <01b601c388cb$4b8ee360$0a14a8c0@danie> References: <01a901c387e6$e85cf5a0$16cea8c0@oaktucson> <3F7A9502.30006@acronis.ru> <1065014249.2149.4.camel@tapestry.home.net> <20031001152622.GA4227@tapestry.home.net> <02e701c38835$ac030870$0a14a8c0@danie> <1065027898.8099.13.camel@hal9000.internal.onramp.ca> <002601c388b4$41e4a460$0a14a8c0@danie> <20031002093734.GA11359@moreton.com.au> <01b601c388cb$4b8ee360$0a14a8c0@danie> Message-ID: <20031002095740.GD11454@moreton.com.au> Danie Marais wrote: > My intention was to use fastCGI under apache2, but I cannot get the mail to > work properly. The only way I could get the mail to work (almost) was using > mod_perl. Here is my fastcgi setup in apache: > I keep getting an error in apache saying fastCGI terminated with an error > 255 when you try to send a mail to RT. What happens when you run the mason_handler.fcgi from the command line? -- 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 mikep at uclink.berkeley.edu Thu Oct 2 06:55:59 2003 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Thu, 02 Oct 2003 03:55:59 -0700 Subject: [rt-users] Hiding the Statistics from those using it for harm Message-ID: <3F7C043F.2090709@uclink.berkeley.edu> I set up RT 3.0.6 with Statistics package ver. 0.1.1 There are some people who have access to WebRT that I would rather not share this information with. Ideally I would use the ACL to limit access, but this is not necessary. Could someone simply tell me what file to alter to remove the hyperlink from the main page? I suppose I could remove it altogether, but I like to check these things. From mikep at uclink.berkeley.edu Thu Oct 2 07:15:37 2003 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Thu, 02 Oct 2003 04:15:37 -0700 Subject: [rt-users] Re: Hiding the Statistics from those using it for harm In-Reply-To: <3F7C043F.2090709@uclink.berkeley.edu> References: <3F7C043F.2090709@uclink.berkeley.edu> Message-ID: <3F7C08D9.8050600@uclink.berkeley.edu> Shortly after asking I found the answer of how to hide the Statistics Tab. comment out this in /path-to-rt/local/html/Elements/Tabs # Z => { title => 'Statistics', # path => 'Statistics/index.html' # }, From mikael.brandstrom at magasin1.se Thu Oct 2 08:05:14 2003 From: mikael.brandstrom at magasin1.se (Mikael =?ISO-8859-1?Q?Brandstr=F6m?=) Date: Thu, 02 Oct 2003 14:05:14 +0200 Subject: [rt-users] New install gives "RT Error, couldn't load {queue,group,... etc}" Message-ID: <1065096313.14239.15.camel@localhost> Hi, I've recently installed RT 3.0.6 as a completely fresh installation. Since I run debian stable, only perl 5.6 was available om I also installed a separate perl 5.8.1 for RT and let the dependency checker install all relevant modules into this perl tree. RT is run as a fastcgi application under the Roxen web server. It works perfectly fine to log in as root, change password and user information, but when I try to look at a queue, create a queue or add a group I always get a red error message stating: RT Error Couldn't load queue (or group). The mysql server resides on a different machine with mysql 4.0.15. No mysql errors are logged. Googling or searching the archives didn't yield anything useful. So if anyone has any hints on how to solve this, or where to start looking (other than in the Mason source files which didn't yield that much either). Thanks in advance, Mikael From jjasen at datafoundation.com Thu Oct 2 08:19:00 2003 From: jjasen at datafoundation.com (John Jasen) Date: Thu, 2 Oct 2003 08:19:00 -0400 (EDT) Subject: [rt-users] Email not arriving at RT In-Reply-To: <350DC7048372D31197F200902773DF4C034C6BB2@exchange11.rl.ac.uk> Message-ID: On Thu, 2 Oct 2003, Strange, PJ (Philippa) wrote: > ----- The following addresses had permanent fatal errors ----- > "|/opt/rt3/bin/rt-mailgate --queue general --action correspond" > (reason: Service unavailable) > (expanded from: ) > > ----- Transcript of session follows ----- > smrsh: "rt-mailgate" not available for sendmail programs (stat failed) 554 > 5.0.0 Service unavailable you probably need to link /path/to/rt-mailgate to /etc/smrsh/rt-mailgate From mick at onramp.ca Thu Oct 2 08:26:24 2003 From: mick at onramp.ca (Mick Szucs) Date: Thu, 02 Oct 2003 08:26:24 -0400 Subject: [rt-users] RT3 Truncating attachments In-Reply-To: <002601c388b4$41e4a460$0a14a8c0@danie> References: <01a901c387e6$e85cf5a0$16cea8c0@oaktucson> <3F7A9502.30006@acronis.ru> <1065014249.2149.4.camel@tapestry.home.net> <20031001152622.GA4227@tapestry.home.net> <02e701c38835$ac030870$0a14a8c0@danie> <1065027898.8099.13.camel@hal9000.internal.onramp.ca> <002601c388b4$41e4a460$0a14a8c0@danie> Message-ID: <1065097584.8100.66.camel@hal9000.internal.onramp.ca> On Thu, 2003-10-02 at 03:10, Danie Marais wrote: > > On Wed, 2003-10-01 at 12:04, Danie Marais wrote: > > > I can indeed confirm exactly that with my MySQL setup. I can place > large > > > attachments in the database through the web interface and they get > mailed > > > just fine. But you cannot mail a large (above 4k) attachment. It ends > up > > > corrupted (or at least truncated) in the database. So I'm still > stumped. > > > > What version of mod_perl are you using? > > > > mod_perl-1.99_07-5 That's your problem. There's a bug in mod_perl 1.99_07 that limits POST requests to 3128 bytes. Upgrade to mod_perl-1.99_09 (or 10, now) and you'll be fine. Good luck! -- Mick Szucs Onramp Network Services Inc. From bmdeschenes at ubi.com Thu Oct 2 08:29:10 2003 From: bmdeschenes at ubi.com (Boris-Michel Deschenes) Date: Thu, 2 Oct 2003 08:29:10 -0400 Subject: [rt-users] ParseNewMessageForTicketCcs Message-ID: <2E17AC0ED12EA54F9BEF813457413A64015847B6@srvmail1-mtl.montreal.ubisoft.org> Hey guys, we are at least two on this list trying to get this to work but we can't find the problem, I'd really like to know if anybody is able to use this feature from the RT_SiteConfig.pm which automatically parse the CC field from the requestor email and add these people as CC for the ticket... RT_Config.pm:Set($ParseNewMessageForTicketCcs , true); If you have this working please let me know, I'm using 3.0.4 and I can't get anybody to be added automatically as ticket CC... thanks a lot guys... Boris From sbw at tapestry.tucson.az.us Thu Oct 2 09:02:36 2003 From: sbw at tapestry.tucson.az.us (Steve Wampler) Date: 02 Oct 2003 06:02:36 -0700 Subject: [rt-users] RT3 Truncating attachments In-Reply-To: <1065097584.8100.66.camel@hal9000.internal.onramp.ca> References: <01a901c387e6$e85cf5a0$16cea8c0@oaktucson> <3F7A9502.30006@acronis.ru> <1065014249.2149.4.camel@tapestry.home.net> <20031001152622.GA4227@tapestry.home.net> <02e701c38835$ac030870$0a14a8c0@danie> <1065027898.8099.13.camel@hal9000.internal.onramp.ca> <002601c388b4$41e4a460$0a14a8c0@danie> <1065097584.8100.66.camel@hal9000.internal.onramp.ca> Message-ID: <1065099755.24408.7.camel@tapestry.home.net> On Thu, 2003-10-02 at 05:26, Mick Szucs wrote: > On Thu, 2003-10-02 at 03:10, Danie Marais wrote: ... > > > > mod_perl-1.99_07-5 > > That's your problem. There's a bug in mod_perl 1.99_07 that limits POST > requests to 3128 bytes. Upgrade to mod_perl-1.99_09 (or 10, now) and > you'll be fine. Can someone point me (or send me) instructions for upgrading a RedHat 8 system to use mod_perl-1.99_10? I've tried: (1) Installing from rpms: no go (dependency problems) (2) Installing from source: no go - RH8 doesn't ship with apr-config. (3) Upgrading both httpd and mod_perl: requires about a zillion other packages be upgraded also (openssl, libapr0, apr, apr-util, mod_auth_mysql.c, mod_auth_pgsql.c, etc.) *and* the result didn't start with 'service httpd start' because of an undefined symbol in mod_perl.so. Now, I'm sure it's operator error, so if anyone can give me some pointers I'd welcome them! Thanks, Steve -- Steve Wampler From mick at onramp.ca Thu Oct 2 09:21:27 2003 From: mick at onramp.ca (Mick Szucs) Date: Thu, 02 Oct 2003 09:21:27 -0400 Subject: [rt-users] RT3 Truncating attachments In-Reply-To: <1065099755.24408.7.camel@tapestry.home.net> References: <01a901c387e6$e85cf5a0$16cea8c0@oaktucson> <3F7A9502.30006@acronis.ru> <1065014249.2149.4.camel@tapestry.home.net> <20031001152622.GA4227@tapestry.home.net> <02e701c38835$ac030870$0a14a8c0@danie> <1065027898.8099.13.camel@hal9000.internal.onramp.ca> <002601c388b4$41e4a460$0a14a8c0@danie> <1065097584.8100.66.camel@hal9000.internal.onramp.ca> <1065099755.24408.7.camel@tapestry.home.net> Message-ID: <1065100887.8100.72.camel@hal9000.internal.onramp.ca> On Thu, 2003-10-02 at 09:02, Steve Wampler wrote: > Can someone point me (or send me) instructions for upgrading a RedHat 8 > system to use mod_perl-1.99_10? You might grab the newer src rpms and rebuild them against your existing apache/perl installation - this should work, but you might need to throw a few extra packages on the system for a handful of dependencies. Not sure how well you'll do on a Redhat 8 system, but this worked well enough on Redhat 9. -- Mick Szucs Onramp Network Services Inc. From bsegal at DECARIE.COM Thu Oct 2 10:21:42 2003 From: bsegal at DECARIE.COM (Bruce Segal) Date: Thu, 2 Oct 2003 10:21:42 -0400 Subject: [rt-users] ParseNewMessageForTicketCcs Message-ID: Works here. Set($ParseNewMessageForTicketCcs , 1); and Set($RTAddressRegexp , '^rt\@decarie.com$'); and Set($CanonicalizeEmailAddressMatch , 'webring.decarie.com$'); Set($CanonicalizeEmailAddressReplace , 'decarie.com'); As far as I know it's always worked. FWIW RT-3-0-6 FreeBSD 4.8 Apache 1.3 From bmdeschenes at ubi.com Thu Oct 2 11:04:05 2003 From: bmdeschenes at ubi.com (Boris-Michel Deschenes) Date: Thu, 2 Oct 2003 11:04:05 -0400 Subject: [rt-users] ParseNewMessageForTicketCcs Message-ID: <2E17AC0ED12EA54F9BEF813457413A6401584AD5@srvmail1-mtl.montreal.ubisoft.org> Thank you for the reply, I tried something similar to your settings but the CCs of the original request do not get anything else than the original request... maybe it's time to try 3.0.6.. Boris -----Original Message----- From: Bruce Segal [mailto:bsegal at DECARIE.COM] Sent: Thursday, October 02, 2003 10:22 AM To: Boris-Michel Deschenes; rt-users at lists.fsck.com Subject: RE: [rt-users] ParseNewMessageForTicketCcs Works here. Set($ParseNewMessageForTicketCcs , 1); and Set($RTAddressRegexp , '^rt\@decarie.com$'); and Set($CanonicalizeEmailAddressMatch , 'webring.decarie.com$'); Set($CanonicalizeEmailAddressReplace , 'decarie.com'); As far as I know it's always worked. FWIW RT-3-0-6 FreeBSD 4.8 Apache 1.3 From amy at real-time.com Thu Oct 2 11:22:25 2003 From: amy at real-time.com (Amy Tanner) Date: Thu, 2 Oct 2003 10:22:25 -0500 Subject: [rt-users] ParseNewMessageForTicketCcs In-Reply-To: <2E17AC0ED12EA54F9BEF813457413A64015847B6@srvmail1-mtl.montreal.ubisoft.org> References: <2E17AC0ED12EA54F9BEF813457413A64015847B6@srvmail1-mtl.montreal.ubisoft.org> Message-ID: <20031002152223.GC16548@real-time.com> On Thu, Oct 02, 2003 at 08:29:10AM -0400, Boris-Michel Deschenes (bmdeschenes at ubi.com) wrote: > > Hey guys, we are at least two on this list trying to get this to work but we > can't find the problem, I'd really like to know if anybody is able to use > this feature from the RT_SiteConfig.pm which automatically parse the CC > field from the requestor email and add these people as CC for the ticket... > > RT_Config.pm:Set($ParseNewMessageForTicketCcs , true); > > If you have this working please let me know, I'm using 3.0.4 and I can't get > anybody to be added automatically as ticket CC... > > thanks a lot guys... I had a perl guy look at the code and he thought it looked like this feature only CCs people on subsequent replies, not on the initial request. But he made modified the code to work on the initial reply to. I'll get his changes and post them. -- Amy Tanner amy at real-time.com From sbw at tapestry.tucson.az.us Thu Oct 2 11:38:53 2003 From: sbw at tapestry.tucson.az.us (Steve Wampler) Date: Thu, 2 Oct 2003 08:38:53 -0700 Subject: [sbw@tapestry.tucson.az.us: Re: [rt-users] RT3 Truncating attachments] Message-ID: <20031002153853.GB19731@tapestry.home.net> ----- Forwarded message from Steve Wampler ----- I meant this to go to the entire list - it's a sad tale of trying to get mod_perl-1.99_09-10 installed into a Redhat 8 system. While I'd be grateful for any suggestions on how to handle the latest stumbling block, there's also a question about FastCGI at the end (I don't know if it's safe to install FastCGI on top of mod_perl...) Thanks! On Thu, Oct 02, 2003 at 09:21:27AM -0400, Mick Szucs wrote: > On Thu, 2003-10-02 at 09:02, Steve Wampler wrote: > > Can someone point me (or send me) instructions for upgrading a RedHat 8 > > system to use mod_perl-1.99_10? > > You might grab the newer src rpms and rebuild them against your existing > apache/perl installation - this should work, but you might need to throw > a few extra packages on the system for a handful of dependencies. > > Not sure how well you'll do on a Redhat 8 system, but this worked well > enough on Redhat 9. Thanks for the suggestion, Mick. Unfortunately, this leads to the dependency problems under Redhat 8 (sigh): ->rpmbuild --rebuild *10.src.rpm Installing mod_perl-1.99_09-10.src.rpm error: Failed build dependencies: httpd-devel >= 2.0.45-14 is needed by mod_perl-1.99_09-10 ->rpm -ivh --test httpd* warning: httpd-2.0.47-6.i386.rpm: V3 DSA signature: NOKEY, key ID 897da07a error: Failed dependencies: libcrypto.so.4 is needed by httpd-2.0.47-6 libssl.so.4 is needed by httpd-2.0.47-6 So, that means installing openssl-0.9.7a-23 and friends. Which I've done, but mod_perl-1.99_09-10 won't install from the src rpm because: (omitting the rpmbuild step that builds the binary rpms from the srpm) ->rpm -ivh mod* error: Failed dependencies: perl(Apache::FunctionTable) is needed by mod_perl-1.99_09-10 perl(Apache::StructureTable) is needed by mod_perl-1.99_09-10 perl(Apache::TestConfigParse) is needed by mod_perl-1.99_09-10 perl(Apache::TestConfigPerl) is needed by mod_perl-1.99_09-10 -> And httpd won't start without installing mod_perl-1.99_09-10 because mod_auth_mysql.c and mod_auth_pgsql.c are now out of date... (And I assume it won't start if with the new mod_perl because of this.) I feel like I'm falling down a rabbit hole... Maybe I should just go with FastCGI - are there any known problems with FastCGI and a Redhat 8 system? Thanks! ----- End forwarded message ----- -- Steve Wampler {sbw at tapestry.tucson.az.us} The gods that smiled upon your birth are laughing now. -- fortune cookie From khera at kcilink.com Thu Oct 2 12:10:09 2003 From: khera at kcilink.com (Vivek Khera) Date: Thu, 2 Oct 2003 12:10:09 -0400 Subject: [rt-users] 2.0.14 stopped working after updating perl modules Message-ID: <16252.19937.389210.115060@yertle.int.kciLink.com> I brought my server up-to-date with the cpan versions of just about every module (except HTML::Mason). when my RT server was restarted, every request to it goes into an infinite loop until CPU time limit is exceeded for the process. when the httpd server is stopped, a bunch of httpd in free(): warning: recursive call followed by a single httpd in malloc(): warning: recursive call are sent to the error log. I upgraded Mason to the latest in CPAN in case that was it, but no improvement was noticed. Right now I'm upgrading to RT 2.0.15, but I don't see anything relevent in it that I haven't already hand-patched in my 2.0.14. The rt mailgate still works, so tickets are still coming in... we just can't respond to them. :-( Is anyone else running 2.0 under mod_perl and apache 1.3 with all the CPAN modules up-to-date? Are you experiencing similar errors? From hari at usva.artofliving.org Thu Oct 2 12:12:48 2003 From: hari at usva.artofliving.org (Hariharan) Date: Thu, 2 Oct 2003 12:12:48 -0400 (EDT) Subject: [rt-users] RT_CorrespondenceNotSet Message-ID: <62082.129.33.49.251.1065111168.squirrel@webmail.artofliving.org> Hello When someone replies to the autoreply from RT, it gets bounced saying Permission denied, what should I have in this: Set($CorrespondAddress , ''); Set($CommentAddress , ''); in RT_Config.pm? I am a bit confused on this..I am using Qmail with Vpopmail.. Thanks Hari From pspa at gp.novis.pt Thu Oct 2 12:22:44 2003 From: pspa at gp.novis.pt (Paulo Pinto) Date: Thu, 2 Oct 2003 17:22:44 +0100 Subject: [rt-users] RT2 to RT3 migration ... gosh .. HELP ! Message-ID: <000801c38901$698f08a0$703e4c0a@OUTSIDER> Hi all Finally (and after the Storable problems have been solved), I'm almost ready to upgrade my RT2 system to RT3. The problem lies on the portuguese characters ( ?, ? , ? ... ) The original system is a RedHat 7.3 /Mysql 3 ... the new one is a RedHat 9 / Mysql 4. Analyzing the database "dump" (made with rt2-to-rt3 package), all the files in it are ISO-8859 encoded (including the metadata). It seems that mason is "forcing" the content to be UTF-8 .. so, the portuguese chars are completely garbled on the web interface ... Forcing mason to use en_US encoding (editing the autohandler file), it seems that the data loaded from the "metadata" file diplays OK ... but the ticket data is garbled (again, ISO-8859 encoding being displayed in UTF-8 ). Is there a way to work around this ? TIA -- Paulo Pinto Mainroad IT -------------- next part -------------- An HTML attachment was scrubbed... URL: From japh at cat.afraid.org Thu Oct 2 12:26:59 2003 From: japh at cat.afraid.org (Paulo Pinto) Date: Thu, 2 Oct 2003 17:26:59 +0100 Subject: [rt-users] RT2 to RT3 migration ... gosh .. HELP ! Message-ID: <001701c38902$01779560$703e4c0a@OUTSIDER> Hi all Finally (and after the Storable problems have been solved), I'm almost ready to upgrade my RT2 system to RT3. The problem lies on the portuguese characters ( ?, ? , ? ... ) The original system is a RedHat 7.3 /Mysql 3 ... the new one is a RedHat 9 / Mysql 4. Analyzing the database "dump" (made with rt2-to-rt3 package), all the files in it are ISO-8859 encoded (including the metadata). It seems that mason is "forcing" the content to be UTF-8 .. so, the portuguese chars are completely garbled on the web interface ... Forcing mason to use en_US encoding (editing the autohandler file), it seems that the data loaded from the "metadata" file diplays OK ... but the ticket data is garbled (again, ISO-8859 encoding being displayed in UTF-8 ). Is there a way to work around this ? TIA -- Paulo Pinto Mainroad IT -------------- next part -------------- An HTML attachment was scrubbed... URL: From checkpoint at ozbergs.com Thu Oct 2 12:27:40 2003 From: checkpoint at ozbergs.com (Stevo) Date: Thu, 2 Oct 2003 09:27:40 -0700 Subject: [rt-users] Upgrade Question References: <107c01c38869$88d0e140$0a02010a@renditionnetworks.com> <6.0.0.22.2.20031001224611.028070c0@pop.mail.yahoo.com> Message-ID: <113b01c38902$1a0040f0$0a02010a@renditionnetworks.com> Okay so I did a ls /etc/upgrade and got 2.1.71. So I don't have to do anything?? What's that number mean? Stevo ----- Original Message ----- From: "Michael S. Liebman" To: "Stevo" ; Sent: Wednesday, October 01, 2003 7:49 PM Subject: Re: [rt-users] Upgrade Question > At 06:15 PM 10/1/2003, Stevo wrote: > >Additionally, > > you should update RT's system database objects by running > > ls etc/upgrade > > For each file in that directory whose name is greater than > > your previously installed RT version, run: > > /usr/local/rt3/sbin/rt-setup-database --action > >insert --datafile etc/upgrade/ > > > >I got the check-over RT_Config.pm part, but I don't get the rest!! What do > >I need to do here?? > > From within the untarred 3.0.6 directory type ls etc/upgrade. > > It's going to list a file for 2.x.x (don't have a connection to my RT box > at the moment so I don't have the exact version). In this case you don't > have to do anything. But, if it had listed a newer version, 3.0.5 for > example, you would run the rt-setup-database script passing in that > version's data 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 Rasmus.Brogger at uni-c.dk Thu Oct 2 12:29:39 2003 From: Rasmus.Brogger at uni-c.dk (Rasmus =?iso-8859-1?Q?Br=F8gger?=) Date: Thu, 2 Oct 2003 18:29:39 +0200 Subject: [rt-users] RT2 to RT3 migration ... gosh .. HELP ! In-Reply-To: <000801c38901$698f08a0$703e4c0a@OUTSIDER> References: <000801c38901$698f08a0$703e4c0a@OUTSIDER> Message-ID: <20031002162939.GA8879@balder.sektornet.dk> On Thu, Oct 02, 2003 at 05:22:44PM +0100, Paulo Pinto wrote: > Hi all > > Finally (and after the Storable problems have been solved), I'm almost ready to upgrade my RT2 system to RT3. > > The problem lies on the portuguese characters ( ?, ? , ? ... ) > > The original system is a RedHat 7.3 /Mysql 3 ... the new one is a RedHat 9 / Mysql 4. > > Analyzing the database "dump" (made with rt2-to-rt3 package), all the files in it are ISO-8859 encoded (including the metadata). > > It seems that mason is "forcing" the content to be UTF-8 .. so, the portuguese chars are completely garbled on the web interface ... > > Forcing mason to use en_US encoding (editing the autohandler file), it seems that the data loaded from the "metadata" file diplays OK ... but the ticket data is garbled (again, ISO-8859 encoding being displayed in UTF-8 ). > > Is there a way to work around this ? > > TIA > > -- > > Paulo Pinto > > Mainroad IT Are you using perl 5.8 or 5.6.. Anyway you'll need 5.8. Cheers, rhb From JDiaz at esabel.net Thu Oct 2 12:31:06 2003 From: JDiaz at esabel.net (Jaime Diaz) Date: Thu, 2 Oct 2003 13:31:06 -0300 Subject: [rt-users] RT2 to RT3 migration ... gosh .. HELP ! Message-ID: <3A54947595874945B59D87BAF4FC0BAA2A499C@svrmail001.esabel.com> Try this (an old post): Well, it looks like I solved the Accents problem: 1) Open your RT_SiteConfig.pm 2) Search for the RT UTF-8 Settings 3) Check if you have this: Set($EmailOutputEncoding , 'iso-8859-1'); Probably you have 'UTF-8' now. Change it to iso-8859-1. Restart Apache and it should work (at least, works here). -----Original Message----- From: Paulo Pinto [mailto:pspa at gp.novis.pt] Sent: Jueves, 02 de Octubre de 2003 01:23 p.m. To: rt-users at lists.fsck.com Subject: [rt-users] RT2 to RT3 migration ... gosh .. HELP ! Hi all Finally (and after the Storable problems have been solved), I'm almost ready to upgrade my RT2 system to RT3. The problem lies on the portuguese characters ( ?, ? , ? ... ) The original system is a RedHat 7.3 /Mysql 3 ... the new one is a RedHat 9 / Mysql 4. Analyzing the database "dump" (made with rt2-to-rt3 package), all the files in it are ISO-8859 encoded (including the metadata). It seems that mason is "forcing" the content to be UTF-8 .. so, the portuguese chars are completely garbled on the web interface ... Forcing mason to use en_US encoding (editing the autohandler file), it seems that the data loaded from the "metadata" file diplays OK ... but the ticket data is garbled (again, ISO-8859 encoding being displayed in UTF-8 ). Is there a way to work around this ? TIA -- Paulo Pinto Mainroad IT From jesse at bestpractical.com Thu Oct 2 12:32:49 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 2 Oct 2003 12:32:49 -0400 Subject: [rt-users] Upgrade Question In-Reply-To: <113b01c38902$1a0040f0$0a02010a@renditionnetworks.com> References: <107c01c38869$88d0e140$0a02010a@renditionnetworks.com> <6.0.0.22.2.20031001224611.028070c0@pop.mail.yahoo.com> <113b01c38902$1a0040f0$0a02010a@renditionnetworks.com> Message-ID: <20031002163249.GB30655@fsck.com> On Thu, Oct 02, 2003 at 09:27:40AM -0700, Stevo wrote: > Okay so I did a ls /etc/upgrade and got 2.1.71. So I don't have to do > anything?? What's that number mean? If you're upgrading from before 2.1.71, it's new database-based configuration. -jesse > > Stevo > > ----- Original Message ----- > From: "Michael S. Liebman" > To: "Stevo" ; > Sent: Wednesday, October 01, 2003 7:49 PM > Subject: Re: [rt-users] Upgrade Question > > > > At 06:15 PM 10/1/2003, Stevo wrote: > > >Additionally, > > > you should update RT's system database objects by running > > > ls etc/upgrade > > > For each file in that directory whose name is greater than > > > your previously installed RT version, run: > > > /usr/local/rt3/sbin/rt-setup-database --action > > >insert --datafile etc/upgrade/ > > > > > >I got the check-over RT_Config.pm part, but I don't get the rest!! What > do > > >I need to do here?? > > > > From within the untarred 3.0.6 directory type ls etc/upgrade. > > > > It's going to list a file for 2.x.x (don't have a connection to my RT box > > at the moment so I don't have the exact version). In this case you don't > > have to do anything. But, if it had listed a newer version, 3.0.5 for > > example, you would run the rt-setup-database script passing in that > > version's data 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" > > > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 amy at real-time.com Thu Oct 2 12:38:09 2003 From: amy at real-time.com (Amy Tanner) Date: Thu, 2 Oct 2003 11:38:09 -0500 Subject: [rt-users] ParseNewMessageForTicketCcs In-Reply-To: <20031002152223.GC16548@real-time.com> References: <2E17AC0ED12EA54F9BEF813457413A64015847B6@srvmail1-mtl.montreal.ubisoft.org> <20031002152223.GC16548@real-time.com> Message-ID: <20031002163808.GF16548@real-time.com> On Thu, Oct 02, 2003 at 10:22:25AM -0500, Amy Tanner (amy at real-time.com) wrote: > On Thu, Oct 02, 2003 at 08:29:10AM -0400, Boris-Michel Deschenes (bmdeschenes at ubi.com) wrote: > > > > Hey guys, we are at least two on this list trying to get this to work but we > > can't find the problem, I'd really like to know if anybody is able to use > > this feature from the RT_SiteConfig.pm which automatically parse the CC > > field from the requestor email and add these people as CC for the ticket... > > > > RT_Config.pm:Set($ParseNewMessageForTicketCcs , true); > > > > If you have this working please let me know, I'm using 3.0.4 and I can't get > > anybody to be added automatically as ticket CC... > > > > thanks a lot guys... > > I had a perl guy look at the code and he thought it looked like this > feature only CCs people on subsequent replies, not on the initial > request. But he made modified the code to work on the initial reply to. > I'll get his changes and post them. Here's the patch that made it work for us. We are running 3.0.3 -- Amy Tanner amy at real-time.com -------------- next part -------------- --- /usr/local/rt3.0.3/lib/RT/Action/Autoreply.pm.old Thu Oct 2 11:32:56 2003 +++ /usr/local/rt3.0.3/lib/RT/Action/Autoreply.pm Thu Oct 2 11:32:38 2003 @@ -42,6 +42,7 @@ my $self=shift; push(@{$self->{'To'}}, $self->TicketObj->Requestors->MemberEmailAddresses); + push(@{$self->{'Cc'}}, $self->TicketObj->Cc->MemberEmailAddresses); return(1); } --- /usr/local/rt3.0.3/lib/RT/Action/SendEmail.pm.old Thu Oct 2 11:34:15 2003 +++ /usr/local/rt3.0.3/lib/RT/Action/SendEmail.pm Wed Oct 1 17:19:01 2003 @@ -123,7 +123,7 @@ $self->SetHeader( 'Cc', join ( ',', @{ $self->{'Cc'} } ) ) if ( $self->{'Cc'} && @{ $self->{'Cc'} } ); $self->SetHeader( 'Bcc', join ( ',', @{ $self->{'Bcc'} } ) ) - if ( $self->{'Ccc'} && @{ $self->{'Bcc'} } ); + if ( $self->{'Bcc'} && @{ $self->{'Bcc'} } ); $self->SetHeader('MIME-Version', '1.0'); From jthompson at blackdot.com Thu Oct 2 13:33:01 2003 From: jthompson at blackdot.com (Jeff Thompson) Date: Thu, 2 Oct 2003 12:33:01 -0500 Subject: [rt-users] Home page... "Highest priority Tickets I own" Disappeared In-Reply-To: <20031002162502.31178.75667.Mailman@pallas.eruditorum.org> Message-ID: <52F46F97171B854A8B92491F003AFBE0016C3DED@mail2.agt.com> On the initial log in page to RT (Version 3.05, mysql, RedHat 9.0). The list of tickets owned by the user logged in is not displaying. We had a problem with the database and had to reconstruction some tables. How can I add the list of tickets back? Thanks in advance, Jeff From japh at cat.afraid.org Thu Oct 2 13:03:35 2003 From: japh at cat.afraid.org (Paulo Pinto) Date: Thu, 2 Oct 2003 18:03:35 +0100 Subject: [rt-users] RT2 to RT3 migration ... gosh .. HELP ! Message-ID: <002001c38907$1e295ef0$703e4c0a@OUTSIDER> Well... This is kind'a weird ... - If I change the autohandler file to use iso-8859-1 and leave RT_SiteConfig.pm with the UTF-8, stuff from "metadata" (custom fields, etc) is Ok but the tickets are garbled. - If I change the autohandler file to use UTF-8 and change RT_SiteConfig.pm to use iso-8859-1, tickets are ok ... but the stuff from "metadata" is garbled... - If I change both to use iso-8859-1, Metadata OK but tickets garbled. - If I change both to use UTF-8, Metadata garbled but tickets OK .. Any guesses ? :-/ Cheers, ----- Try this (an old post): Well, it looks like I solved the Accents problem: 1) Open your RT_SiteConfig.pm 2) Search for the RT UTF-8 Settings 3) Check if you have this: Set($EmailOutputEncoding , 'iso-8859-1'); Probably you have 'UTF-8' now. Change it to iso-8859-1. Restart Apache and it should work (at least, works here). -----Original Message----- From: Paulo Pinto [mailto:pspa at gp.novis.pt] Sent: Jueves, 02 de Octubre de 2003 01:23 p.m. To: rt-users at lists.fsck.com Subject: [rt-users] RT2 to RT3 migration ... gosh .. HELP ! Hi all Finally (and after the Storable problems have been solved), I'm almost ready to upgrade my RT2 system to RT3. The problem lies on the portuguese characters ( ?, ? , ? ... ) The original system is a RedHat 7.3 /Mysql 3 ... the new one is a RedHat 9 / Mysql 4. Analyzing the database "dump" (made with rt2-to-rt3 package), all the files in it are ISO-8859 encoded (including the metadata). It seems that mason is "forcing" the content to be UTF-8 .. so, the portuguese chars are completely garbled on the web interface ... Forcing mason to use en_US encoding (editing the autohandler file), it seems that the data loaded from the "metadata" file diplays OK ... but the ticket data is garbled (again, ISO-8859 encoding being displayed in UTF-8 ). Is there a way to work around this ? TIA -- Paulo Pinto Mainroad IT -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Thu Oct 2 18:06:50 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 03 Oct 2003 02:06:50 +0400 Subject: [rt-users] Home page... "Highest priority Tickets I own" Disappeared In-Reply-To: <52F46F97171B854A8B92491F003AFBE0016C3DED@mail2.agt.com> References: <52F46F97171B854A8B92491F003AFBE0016C3DED@mail2.agt.com> Message-ID: <3F7CA17A.4050107@acronis.ru> You've changed rt's database structure, right? If so, how we could help you if don't know what you've changed? Jeff Thompson wrote: >On the initial log in page to RT (Version 3.05, mysql, RedHat 9.0). The >list of tickets owned by the user logged in is not displaying. We had a >problem with the database and had to reconstruction some tables. > >How can I add the list of tickets back? > >Thanks in advance, >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 > > From jthompson at blackdot.com Thu Oct 2 14:11:32 2003 From: jthompson at blackdot.com (Jeff Thompson) Date: Thu, 2 Oct 2003 13:11:32 -0500 Subject: [rt-users] Home page... "Highest priority Tickets I own" Disappeared In-Reply-To: <3F7CA17A.4050107@acronis.ru> Message-ID: <52F46F97171B854A8B92491F003AFBE00533D9BC@mail2.agt.com> Other than repairing (Maybe reconstructing was the wrong choice of words) the tables no... The question where was this link by default in the Database and how can I add it back in... Thanks again, Jeff -----Original Message----- From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Sent: Thursday, October 02, 2003 5:07 PM To: Jeff Thompson Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Home page... "Highest priority Tickets I own" Disappeared You've changed rt's database structure, right? If so, how we could help you if don't know what you've changed? Jeff Thompson wrote: >On the initial log in page to RT (Version 3.05, mysql, RedHat 9.0). The >list of tickets owned by the user logged in is not displaying. We had a >problem with the database and had to reconstruction some tables. > >How can I add the list of tickets back? > >Thanks in advance, >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 > > From khera at kcilink.com Thu Oct 2 14:22:36 2003 From: khera at kcilink.com (Vivek Khera) Date: Thu, 2 Oct 2003 14:22:36 -0400 Subject: [rt-users] 2.0.14 stopped working after updating perl modules In-Reply-To: <16252.19937.389210.115060@yertle.int.kciLink.com> References: <16252.19937.389210.115060@yertle.int.kciLink.com> Message-ID: <16252.27884.342529.330793@yertle.int.kciLink.com> Ok... solved by backing DBIx::SearchBuilder from 0.92 to 0.90. I'm using Postgres, in case anyone forgot ;-) From m-liebman at northwestern.edu Thu Oct 2 14:25:10 2003 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Thu, 2 Oct 2003 14:25:10 -0400 Subject: [rt-users] Home page... "Highest priority Tickets I own" Disappeared In-Reply-To: <52F46F97171B854A8B92491F003AFBE0016C3DED@mail2.agt.com> References: <20031002162502.31178.75667.Mailman@pallas.eruditorum.org> <52F46F97171B854A8B92491F003AFBE0016C3DED@mail2.agt.com> Message-ID: <20031002182510.GA4033@SDF.LONESTAR.ORG> On Thu, Oct 02, 2003 at 12:33:01PM -0500, Jeff Thompson wrote: > On the initial log in page to RT (Version 3.05, mysql, RedHat 9.0). The > list of tickets owned by the user logged in is not displaying. We had a > problem with the database and had to reconstruction some tables. > > How can I add the list of tickets back? I ran into the same problem after doing something similar. I tried adding some debug prints to Elements/MyTickets and it magically started working. I removed the added statements and had inadvertently removed the new line towards the end of the <%INIT> block. It still worked. So I just went with it... After the next upgrade, it worked fine without my local copy. 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 russj at dimstar.net Thu Oct 2 15:22:16 2003 From: russj at dimstar.net (Russ Johnson) Date: Thu, 02 Oct 2003 12:22:16 -0700 Subject: [rt-users] quick trick: "RT at a glance" on 2.0 In-Reply-To: References: Message-ID: <3F7C7AE8.9040008@dimstar.net> John Jasen wrote: > If you don't like the default index.html "RT at a glance" page (for > example, we wanted more information from " 10 highest priority tickets I > own..." and " 10 highest priority tickets I requested..."), you can modify > what they display based on the various Elements called. > I actually opted to split out the "New" vs "Open" tickets, and to display "Stalled" tickets. I made index.html look like: <& /Elements/Header, Title=>"Start page", Refresh => $session{'home_refresh_inte rval'} &> <& /Elements/Tabs, current_toptab => '' &>
<& /Elements/CustomHomepageHeader, %ARGS &> <& /Elements/MyNew &>
<& /Elements/MyOpen &>
<& /Elements/MyStalled &>
<& /Elements/MyRequests &> 		<& /Elements/Quicksearch &>
<& /Elements/Refresh, Name => 'HomeRefreshInterval', Default => $session {'home_ refresh_interval'} &>
<%init> if ($ARGS{'HomeRefreshInterval'}) { $session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; } Then made MyOpen, MyNew and MyStalled out of MyTickets, modifying the status each searches for. For us, this makes recognizing that there is a new ticket much easier, and we can also watch our stalled tickets without periodically doing a search for them. -- Russ Johnson Stargate Online Home: http://www.dimstar.net LDP: http://ldp.dimstar.net From Dax at GuruLabs.com Thu Oct 2 15:31:18 2003 From: Dax at GuruLabs.com (Dax Kelson) Date: Thu, 02 Oct 2003 13:31:18 -0600 Subject: [rt-users] Best Practices for RT? Message-ID: <1065123078.3164.9.camel@mentor.gurulabs.com> Should I dedicate a subdomain for RT (such as rt.gurulabs.com, or support.gurulabs.com)? Should this subdomain be used for all email correspondence as well? If use a subdomain for email, should I create aliases in my "gurulabs.com" domain that forward to actual RT email addresses in the subdomain? Just looking for a little guidance/suggestions from those that have traveled this path before... Dax Kelson Guru Labs From Robert.Sullivan at rhi.com Thu Oct 2 15:42:41 2003 From: Robert.Sullivan at rhi.com (Sullivan, Robert (HQP)) Date: Thu, 2 Oct 2003 12:42:41 -0700 Subject: [rt-users] All good things must end. Message-ID: <00A851B1D52D3940B03DE868CCF0E6140A6A0B46@HQPEX006.corp.rhalf.com> Hi, Well the Management of where I work has bought a ticket tracking system so RT will be used only for a short period of time. I would like to thank Jessie and all others for all the help. I would also appreciate if you could repost the information on getting removed from the rt-users mailing list. Thanks, Robert -------------- next part -------------- An HTML attachment was scrubbed... URL: From michael at ptgrey.com Thu Oct 2 15:45:25 2003 From: michael at ptgrey.com (Michael Gibbons) Date: Thu, 02 Oct 2003 12:45:25 -0700 Subject: [rt-users] Resolved tickets displayed when "Next-ing" through Open/New ticket search results Message-ID: <3F7C8055.1020402@ptgrey.com> I've noticed the following behaviour with RT 3.0.5 (not sure how to reproduce it - it seems somewhat random): - Access one of the queues from the Home page, which returns a set list of tickets based on default search results e.g. all Open or New tickets in the Support queue - Sort by Ticket Updated - Display one of the tickets, and reply or comment - Click the Next button to view the next oldest ticket - A ticket that has been resolved (usually a day, sometimes two days ago) will appear for no apparent reason. This occurs quite often - any ideas? It's becoming very frustrating, given I then need to go back to the main Search page and manually select the next ticket for review. -Mike From gheim at hitel.com Thu Oct 2 15:48:20 2003 From: gheim at hitel.com (Greg Heim) Date: Thu, 02 Oct 2003 15:48:20 -0400 Subject: [rt-users] Best Practices for RT? In-Reply-To: <1065123078.3164.9.camel@mentor.gurulabs.com> References: <1065123078.3164.9.camel@mentor.gurulabs.com> Message-ID: Dax, I use http://helpdesk.mydomain.com as an apache virtual web server for RT, where 'helpdesk' is an alias (dns cname) for the actual machine name (in case rt is moved). And I use helpdesk at mydomain.com for the email address for submitting tickets, where the primary internal mail server forwards tickets from helpdesk at mydomain.com => helpdesk at helpdesk.hitel.com. These are (you would think) trivial for the user to remember (helpdesk "dot" mydomain.com and helpdesk "at" mydomain.com). And there's flexibility when/if RT moves to another machine later on. HTH, Greg On Thu, 02 Oct 2003 13:31:18 -0600, Dax Kelson wrote: > Should I dedicate a subdomain for RT (such as rt.gurulabs.com, or > support.gurulabs.com)? > > Should this subdomain be used for all email correspondence as well? > > If use a subdomain for email, should I create aliases in my > "gurulabs.com" domain that forward to actual RT email addresses in the > subdomain? > > Just looking for a little guidance/suggestions from those that have > traveled this path before... > > Dax Kelson > Guru Labs > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 alesh at sportina.si Thu Oct 2 15:50:03 2003 From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=) Date: Thu, 2 Oct 2003 21:50:03 +0200 Subject: [rt-users] All good things must end. In-Reply-To: <00A851B1D52D3940B03DE868CCF0E6140A6A0B46@HQPEX006.corp.rhalf.com> Message-ID: <004001c3891e$65e645c0$0c16fad5@OMNIBOOK> Question: did they look into "buying" RT... as in support fee? Did they even consider it... if yes, why and what else did they choose over RT? If no, why not? Asking because of my management... A. -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Sullivan, Robert (HQP) Sent: Thursday, October 02, 2003 9:43 PM To: 'rt-users at lists.fsck.com' Subject: [rt-users] All good things must end. Hi, Well the Management of where I work has bought a ticket tracking system so RT will be used only for a short period of time. I would like to thank Jessie and all others for all the help. I would also appreciate if you could repost the information on getting removed from the rt-users mailing list. Thanks, Robert -------------- next part -------------- An HTML attachment was scrubbed... URL: From joseph85750 at yahoo.com Thu Oct 2 15:51:36 2003 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Thu, 2 Oct 2003 12:51:36 -0700 (PDT) Subject: [rt-users] All good things must end. In-Reply-To: <00A851B1D52D3940B03DE868CCF0E6140A6A0B46@HQPEX006.corp.rhalf.com> Message-ID: <20031002195136.32516.qmail@web13107.mail.yahoo.com> What will [attempt to] take the place of RT? My company had a similar idea, but RT won. --- "Sullivan, Robert (HQP)" wrote: > Hi, > > Well the Management of where I work has bought a > ticket tracking system so > RT will be used only for a short period of time. I > would like to thank > Jessie and all others for all the help. I would also > appreciate if you could > repost the information on getting removed from the > rt-users mailing list. > > Thanks, > > Robert > > ===== "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!? The New Yahoo! Shopping - with improved product search http://shopping.yahoo.com From khera at kcilink.com Thu Oct 2 15:54:15 2003 From: khera at kcilink.com (Vivek Khera) Date: Thu, 2 Oct 2003 15:54:15 -0400 Subject: [rt-users] Best Practices for RT? In-Reply-To: <1065123078.3164.9.camel@mentor.gurulabs.com> References: <1065123078.3164.9.camel@mentor.gurulabs.com> Message-ID: <16252.33383.478758.477112@yertle.int.kciLink.com> >>>>> "DK" == Dax Kelson writes: DK> Should I dedicate a subdomain for RT (such as rt.gurulabs.com, or DK> support.gurulabs.com)? I find that the best way to go. Setting up RT in a virtual host makes it easy to peel off to its own dedicated box later if necessary. DK> Should this subdomain be used for all email correspondence as well? I don't, but no reason not to. Our web-side is for internal use only, and the riff-raff (aka customers) use the email interface only. DK> If use a subdomain for email, should I create aliases in my DK> "gurulabs.com" domain that forward to actual RT email addresses in the DK> subdomain? Only if you want those addresses @gurulabs.com to link into RT also. They're all just aliases to run the mailgate program anyway... it doesn't matter what the address is. From khera at kcilink.com Thu Oct 2 15:55:37 2003 From: khera at kcilink.com (Vivek Khera) Date: Thu, 2 Oct 2003 15:55:37 -0400 Subject: [rt-users] All good things must end. In-Reply-To: <00A851B1D52D3940B03DE868CCF0E6140A6A0B46@HQPEX006.corp.rhalf.com> References: <00A851B1D52D3940B03DE868CCF0E6140A6A0B46@HQPEX006.corp.rhalf.com> Message-ID: <16252.33465.698314.500312@yertle.int.kciLink.com> >>>>> "RS" == Robert Sullivan writes: RS> Well the Management of where I work has bought a ticket tracking RS> system so RT will be used only for a short period of time. I would RS> like to thank Jessie and all others for all the help. I would also RS> appreciate if you could repost the information on getting removed RS> from the rt-users mailing list. look at the footer of every message posted to the list (except, perhaps your own multi-part HTML message...) From sean.perry at intransa.com Thu Oct 2 15:55:35 2003 From: sean.perry at intransa.com (Sean Perry) Date: Thu, 02 Oct 2003 12:55:35 -0700 Subject: [rt-users] All good things must end. In-Reply-To: <00A851B1D52D3940B03DE868CCF0E6140A6A0B46@HQPEX006.corp.rhalf.com> References: <00A851B1D52D3940B03DE868CCF0E6140A6A0B46@HQPEX006.corp.rhalf.com> Message-ID: <3F7C82B7.3090506@intransa.com> Sullivan, Robert (HQP) wrote: > Hi, > > Well the Management of where I work has bought a ticket tracking system > so RT will be used only for a short period of time. I would like to > thank Jessie and all others for all the help. I would also appreciate if > you could repost the information on getting removed from the rt-users > mailing list. > A similar as with our friend who said he was going to drop RT and go elsewhere, what prompted management to make this change? Most of our bosses are happy that we have it working and is not costing them much of anything. From Dax at GuruLabs.com Thu Oct 2 16:04:36 2003 From: Dax at GuruLabs.com (Dax Kelson) Date: Thu, 02 Oct 2003 14:04:36 -0600 Subject: [rt-users] Best Practices for RT? In-Reply-To: References: <1065123078.3164.9.camel@mentor.gurulabs.com> Message-ID: <1065125076.3164.12.camel@mentor.gurulabs.com> On Thu, 2003-10-02 at 13:48, Greg Heim wrote: > Dax, > > I use http://helpdesk.mydomain.com as an apache virtual web server for RT, > where 'helpdesk' is an alias (dns cname) for the actual machine name (in > case rt is moved). And I use helpdesk at mydomain.com for the email address > for submitting tickets, where the primary internal mail server forwards > tickets from helpdesk at mydomain.com => helpdesk at helpdesk.hitel.com. > Thanks Greg. So do you do the following in your RT config? Set($rtname,"helpdesk.hitel.com"); Set($Organization , "hitel.com"); From NickP at cesinc.com Thu Oct 2 16:42:49 2003 From: NickP at cesinc.com (Nick Pleis) Date: Thu, 2 Oct 2003 15:42:49 -0500 Subject: [rt-users] Sorting / 'Ball-in-court' Message-ID: <919EC9AC0B167C458F22FD88F9D69294071221@MACALLAN> I'm currently in the final stages of getting our RT/RTFM solution setup. I was hoping to get some help with one problem that we're having: When looking at the Queue as a whole it would be REALLY nice if we could see when customers actually send us correspondence. What we'd really like to be able to do is see which side was the last to send actual correspondence to other side. Much like a tennis match, we want to know who's 'court' the ball is in. That way we could sort the messages based on all of the issues that our customers have responded to, but we haven't responded back (yet). Does anyone have a system like this in place? I actually have a plan to achieve much of this with the addition of a new database table and a scrip..(with scrip actions based on outgoing/incoming tickets that update the table), but this would also require modifying the actual RT code to recognize this table... which isn't necessarily optimal. Thanks, Nick Pleis -------------- next part -------------- An HTML attachment was scrubbed... URL: From bmdeschenes at ubi.com Thu Oct 2 16:47:29 2003 From: bmdeschenes at ubi.com (Boris-Michel Deschenes) Date: Thu, 2 Oct 2003 16:47:29 -0400 Subject: [rt-users] general discussion about Approvals (and more) Message-ID: <2E17AC0ED12EA54F9BEF813457413A64015BC694@srvmail1-mtl.montreal.ubisoft.org> Hello everyone... Here is what I understand about Approvals, since it looks like everybody can approve any ticket we have to set up a special "approval" queue and give modify ticket privilege to only one guy, the approver. I want to use the already provided ___Approvals queue (hidden queue) to do this. IS THIS OK? Should I try to use the ___Approvals queue for that? I created this template in another queue to start up the approval mechanism: ===Create-Ticket: approval Subject: Approval for {$Tickets{'TOP'}->Subject} Depended-On-By: TOP Queue: ___Approvals Type: Approval Content: Someone has made a request that needs your approval ENDOFCONTENT It is (almost) working... I often get these error messages which prevent correct behaviour of all the scrips: Oct 2 20:10:01 itchy RT: RT::Scrip=HASH(0x97024c8): Couldn't prepare User Defined It looks like something is wrong in the "User Defined" part of the scrip, but those are DEFAULT RT scrips (from que ___Approvals queue). Anyone ever had these messages cause I had them in my previous RT setup (different version, different queues, different scrips)... Anyway, I think we should all post our scrips templates to help each other out cause we are all trying to get this thing to work but the documentation is flawed (see the TOP example) and we all discover all this by ourselves... so please post your scrips and templates and general setups.. I'm sure we would all gain from that... Boris From Dax at GuruLabs.com Thu Oct 2 16:49:43 2003 From: Dax at GuruLabs.com (Dax Kelson) Date: Thu, 02 Oct 2003 14:49:43 -0600 Subject: [rt-users] make initialize-database problem Message-ID: <1065127783.3164.31.camel@mentor.gurulabs.com> I don't take it this is normal: $ make initialize-database /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba postgres --prompt-for-dba-password Unquoted string "false" may clash with future reserved word at /opt/rt3/etc/RT_SiteConfig.pm line 153. In order to create a new database and grant RT access to that database, this script needs to connect to your Pg instance on 10.1.0.5 as postgres. 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. schema sucessfully inserted Now inserting database ACLs Couldn't find ACLS for Pg make: *** [initialize-database] Error 13 Over on the database (PostgreSQL 7.3.4) I see the database has been created, but it is empty. The documentation implies (passed on # vs $ prompts): ./configure as normal user make install as root make initialize-database a normal user That resulted in the problems above. When I ran "make initialize-database" as root, it worked. From scott at cae.com Thu Oct 2 16:57:49 2003 From: scott at cae.com (Scott Hebert) Date: Thu, 2 Oct 2003 16:57:49 -0400 Subject: [rt-users] Sorting / 'Ball-in-court' Message-ID: <69F1436AA435D7118EE1009027B0FF3A862E0C@caemsx02.cae.ca> I added a new column in the Search/Elements/TicketRow and Search/Elements/TicketHeader so that I could display $Ticket->LastUpdatedByObj ->Name. My technicians sort the queue's search results by 'LastUpdated' and they scan the 'LastUpdatedBy' column looking for customers email addresses. Hope this helps. SH -----Original Message----- From: Nick Pleis [mailto:NickP at cesinc.com] Sent: Thursday, October 02, 2003 4:43 PM To: rt-users at lists.fsck.com Subject: [rt-users] Sorting / 'Ball-in-court' I'm currently in the final stages of getting our RT/RTFM solution setup. I was hoping to get some help with one problem that we're having: When looking at the Queue as a whole it would be REALLY nice if we could see when customers actually send us correspondence. What we'd really like to be able to do is see which side was the last to send actual correspondence to other side. Much like a tennis match, we want to know who's 'court' the ball is in. That way we could sort the messages based on all of the issues that our customers have responded to, but we haven't responded back (yet). Does anyone have a system like this in place? I actually have a plan to achieve much of this with the addition of a new database table and a scrip..(with scrip actions based on outgoing/incoming tickets that update the table), but this would also require modifying the actual RT code to recognize this table... which isn't necessarily optimal. Thanks, Nick Pleis -------------- next part -------------- An HTML attachment was scrubbed... URL: From pdh at snapgear.com Thu Oct 2 18:34:31 2003 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 3 Oct 2003 08:34:31 +1000 Subject: [rt-users] ParseNewMessageForTicketCcs In-Reply-To: <2E17AC0ED12EA54F9BEF813457413A64015847B6@srvmail1-mtl.montreal.ubisoft.org> References: <2E17AC0ED12EA54F9BEF813457413A64015847B6@srvmail1-mtl.montreal.ubisoft.org> Message-ID: <20031002223431.GC8632@moreton.com.au> Boris-Michel Deschenes wrote: > RT_Config.pm:Set($ParseNewMessageForTicketCcs , true); > > If you have this working please let me know, I'm using 3.0.4 and I can't get > anybody to be added automatically as ticket CC... Working fine for me, RT 3.0.5.... -- 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 Thu Oct 2 18:35:25 2003 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 3 Oct 2003 08:35:25 +1000 Subject: [rt-users] ParseNewMessageForTicketCcs In-Reply-To: <2E17AC0ED12EA54F9BEF813457413A6401584AD5@srvmail1-mtl.montreal.ubisoft.org> References: <2E17AC0ED12EA54F9BEF813457413A6401584AD5@srvmail1-mtl.montreal.ubisoft.org> Message-ID: <20031002223525.GD8632@moreton.com.au> Boris-Michel Deschenes wrote: > Thank you for the reply, I tried something similar to your settings but the > CCs of the original request do not get anything else than the original > request... Are your scrips configured to send CCs anything other than the original request? Do these CCs appear as CCs when you view the ticket? -- 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 Thu Oct 2 18:36:23 2003 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 3 Oct 2003 08:36:23 +1000 Subject: [rt-users] ParseNewMessageForTicketCcs In-Reply-To: <20031002152223.GC16548@real-time.com> References: <2E17AC0ED12EA54F9BEF813457413A64015847B6@srvmail1-mtl.montreal.ubisoft.org> <20031002152223.GC16548@real-time.com> Message-ID: <20031002223623.GE8632@moreton.com.au> Amy Tanner wrote: > I had a perl guy look at the code and he thought it looked like this > feature only CCs people on subsequent replies, not on the initial > request. That's exactly how it works. > But he made modified the code to work on the initial reply to. > I'll get his changes and post them. -- 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 Thu Oct 2 18:36:53 2003 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 3 Oct 2003 08:36:53 +1000 Subject: [rt-users] ParseNewMessageForTicketCcs In-Reply-To: <20031002163808.GF16548@real-time.com> References: <2E17AC0ED12EA54F9BEF813457413A64015847B6@srvmail1-mtl.montreal.ubisoft.org> <20031002152223.GC16548@real-time.com> <20031002163808.GF16548@real-time.com> Message-ID: <20031002223653.GF8632@moreton.com.au> Amy Tanner wrote: > Here's the patch that made it work for us. We are running 3.0.3 [snip] > - if ( $self->{'Ccc'} && @{ $self->{'Bcc'} } ); > + if ( $self->{'Bcc'} && @{ $self->{'Bcc'} } ); that change looks decidedly bogus. What's a Ccc? -- 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 Dax at GuruLabs.com Thu Oct 2 20:03:58 2003 From: Dax at GuruLabs.com (Dax Kelson) Date: Thu, 02 Oct 2003 18:03:58 -0600 Subject: [rt-users] make initialize-database problem In-Reply-To: <1065127783.3164.31.camel@mentor.gurulabs.com> References: <1065127783.3164.31.camel@mentor.gurulabs.com> Message-ID: <1065139438.3164.83.camel@mentor.gurulabs.com> On Thu, 2003-10-02 at 14:49, Dax Kelson wrote: > The documentation implies (passed on # vs $ prompts): > > ./configure as normal user > make install as root > make initialize-database a normal user > > That resulted in the problems above. When I ran "make > initialize-database" as root, it worked. Arggh...I was reading the RT2 docs. Dax Kelson From Dax at GuruLabs.com Thu Oct 2 20:34:51 2003 From: Dax at GuruLabs.com (Dax Kelson) Date: Thu, 02 Oct 2003 18:34:51 -0600 Subject: [rt-users] LDAP Auth Message-ID: <1065141291.3164.86.camel@mentor.gurulabs.com> Using RT3 I would like have my staff authenticated via my LDAP directory. I would like outsiders to get "rt only" accounts. I would like to use the RT login screen (no external auth). Any ideas on either of the above? TIA, Dax Kelson From contact at realcarbonneau.com Thu Oct 2 21:51:54 2003 From: contact at realcarbonneau.com (Real Carbonneau) Date: Thu, 02 Oct 2003 21:51:54 -0400 Subject: [rt-users] Sorting / 'Ball-in-court' In-Reply-To: <919EC9AC0B167C458F22FD88F9D69294071221@MACALLAN> Message-ID: <035601c38950$ef4150d0$6401a8c0@main> I think that the RT way is that when you are waiting for a customer (Requestor) response the ticket is set to stalled. When the requestor replies to the ticket, it becomes an open ticket again. Real -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Nick Pleis Sent: Thursday, October 02, 2003 4:43 PM To: rt-users at lists.fsck.com Subject: [rt-users] Sorting / 'Ball-in-court' I'm currently in the final stages of getting our RT/RTFM solution setup. I was hoping to get some help with one problem that we're having: When looking at the Queue as a whole it would be REALLY nice if we could see when customers actually send us correspondence. What we'd really like to be able to do is see which side was the last to send actual correspondence to other side. Much like a tennis match, we want to know who's 'court' the ball is in. That way we could sort the messages based on all of the issues that our customers have responded to, but we haven't responded back (yet). Does anyone have a system like this in place? I actually have a plan to achieve much of this with the addition of a new database table and a scrip..(with scrip actions based on outgoing/incoming tickets that update the table), but this would also require modifying the actual RT code to recognize this table... which isn't necessarily optimal. Thanks, Nick Pleis -------------- next part -------------- An HTML attachment was scrubbed... URL: From sbw at tapestry.tucson.az.us Thu Oct 2 22:34:29 2003 From: sbw at tapestry.tucson.az.us (Steve Wampler) Date: 02 Oct 2003 19:34:29 -0700 Subject: [rt-users] Huge attachments result in invisible tickets... Message-ID: <1065148469.8042.38.camel@tapestry.home.net> Well, I've solved the problem with large attachments being truncated with RH8/RT3.0.4/apache2/mod_perl2. (What a tangled web that was! [in part because the server has to support php as well...]) However, now I've got a new, slightly different (I think) problem. Attachments of, say, 600KB work just fine whether send by email or from the web page. But if I try a larger attachment (2MB, e.g.) the ticket vanishes. (Never arrives, but the ticket number gets incremented. This is whether the ticket is sent via email *or* created via the web interface... For the tickets sent by email, 'mailq' gives a clue: ->mailq /var/spool/mqueue (2 requests) -----Q-ID----- --Size-- -----Q-Time----- ------------Sender/Recipient----------- h931tSQ8001863* 2220297 Thu Oct 2 18:55 (Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPF) "|/opt/rt3/bin/rt-mailgate --queue uni h931ogQ8001750 2220313 Thu Oct 2 18:50 (Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPF) "|/opt/rt3/bin/rt-mailgate --queue uni Total requests: 2 But I haven't seen any messages in the various log files. Any ideas? Has anyone seen this? Would upgrading to RT3.0.[56] help? -- Steve Wampler From joseph85750 at yahoo.com Thu Oct 2 22:52:50 2003 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Thu, 2 Oct 2003 19:52:50 -0700 (PDT) Subject: [rt-users] Huge attachments result in invisible tickets... In-Reply-To: <1065148469.8042.38.camel@tapestry.home.net> Message-ID: <20031003025250.41998.qmail@web13102.mail.yahoo.com> What if you enter the ticket number manually into the "goto ticket [ ]" field? Does it show up as 'dead' maybe? --- Steve Wampler wrote: > > Well, I've solved the problem with large attachments > being truncated with RH8/RT3.0.4/apache2/mod_perl2. > (What a tangled web that was! [in part because the > server has to support php as well...]) > > However, now I've got a new, slightly different > (I think) problem. > > Attachments of, say, 600KB work just fine whether > send by email or from the web page. But if I try > a larger attachment (2MB, e.g.) the ticket vanishes. > (Never arrives, but the ticket number gets > incremented. > This is whether the ticket is sent via email *or* > created via the web interface... > > For the tickets sent by email, 'mailq' gives a clue: > > ->mailq > /var/spool/mqueue (2 requests) > -----Q-ID----- --Size-- -----Q-Time----- > ------------Sender/Recipient----------- > h931tSQ8001863* 2220297 Thu Oct 2 18:55 > > (Deferred: prog mailer > (/usr/sbin/smrsh) exited with > EX_TEMPF) > > "|/opt/rt3/bin/rt-mailgate > --queue uni > h931ogQ8001750 2220313 Thu Oct 2 18:50 > > (Deferred: prog mailer > (/usr/sbin/smrsh) exited with > EX_TEMPF) > > "|/opt/rt3/bin/rt-mailgate > --queue uni > Total requests: 2 > > But I haven't seen any messages in the various log > files. > > Any ideas? Has anyone seen this? Would upgrading to > RT3.0.[56] help? > > -- > Steve Wampler > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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!? The New Yahoo! Shopping - with improved product search http://shopping.yahoo.com From pdh at snapgear.com Thu Oct 2 23:03:06 2003 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 3 Oct 2003 13:03:06 +1000 Subject: [rt-users] Huge attachments result in invisible tickets... In-Reply-To: <1065148469.8042.38.camel@tapestry.home.net> References: <1065148469.8042.38.camel@tapestry.home.net> Message-ID: <20031003030306.GN8632@moreton.com.au> Steve Wampler wrote: > Any ideas? Has anyone seen this? Would upgrading to > RT3.0.[56] help? It might. The code to recover from unexpected failures at ticket creation time was made a lot more robust around 3.0.5pre-something, IIRC. -- 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 Thu Oct 2 23:05:38 2003 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 3 Oct 2003 13:05:38 +1000 Subject: [sbw@tapestry.tucson.az.us: Re: [rt-users] RT3 Truncating attachments] In-Reply-To: <20031002153853.GB19731@tapestry.home.net> References: <20031002153853.GB19731@tapestry.home.net> Message-ID: <20031003030538.GO8632@moreton.com.au> Steve Wampler wrote: > (I don't know if it's safe to install FastCGI on top of mod_perl...) It is. Well, "alongside", not "on top of". The two are unrelated and non-conflicting. -- 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 Thu Oct 2 23:12:40 2003 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 3 Oct 2003 13:12:40 +1000 Subject: [rt-users] New install gives "RT Error, couldn't load {queue,group,... etc}" In-Reply-To: <1065096313.14239.15.camel@localhost> References: <1065096313.14239.15.camel@localhost> Message-ID: <20031003031240.GQ8632@moreton.com.au> Mikael Brandstr?m wrote: > in as root, change password and user information, but when I try to look > at a queue, create a queue or add a group I always get a red error > message stating: > > RT Error > Couldn't load queue Does the queue get created (ie, can you see it in the Queues table)? Turning on mysql's query logger might give some clues. -- 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-list at enticedbylife.com Fri Oct 3 00:20:34 2003 From: rt-list at enticedbylife.com (Matt via RT) Date: Thu, 2 Oct 2003 23:20:34 -0500 Subject: [enticedbylife.com #529] [rt-users] All good things must end. In-Reply-To: Message-ID: Your company must like to waste money. :-) We couldn't live with out RT at work... I liked it so much I set it up on my machine at home to manage all my mailing lists. Matt > [Robert.Sullivan at rhi.com - Thu Oct 02 14:50:52 2003]: > > Hi, > > Well the Management of where I work has bought a ticket tracking system so > RT will be used only for a short period of time. I would like to thank > Jessie and all others for all the help. I would also appreciate if you could > repost the information on getting removed from the rt-users mailing list. > > Thanks, > > Robert > > > From pdh at snapgear.com Fri Oct 3 01:17:40 2003 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 3 Oct 2003 15:17:40 +1000 Subject: [rt-users] internal info displayed in the browser In-Reply-To: <3E4A44981016924085A9E5D914F0834AFDD1E7@ftworth> References: <3E4A44981016924085A9E5D914F0834AFDD1E7@ftworth> Message-ID: <20031003051740.GT8632@moreton.com.au> Liu, Chunyen wrote: > ARGSHASH(0x8ff1348)HTTP/1.1 200 OK Date: Wed, 01 Oct 2003 15:21:31 GMT > ......... > > I got this http info shown before the tag. Anyone have idea what > is causing this problem? Something's rudely trying to print a hash at a really bad time. What do you have $LogToScreen set to 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 rspier at pobox.com Fri Oct 3 01:31:16 2003 From: rspier at pobox.com (Robert Spier) Date: Thu, 02 Oct 2003 22:31:16 -0700 Subject: [rt-users] LDAP Auth In-Reply-To: <1065141291.3164.86.camel@mentor.gurulabs.com> References: <1065141291.3164.86.camel@mentor.gurulabs.com> Message-ID: > Using RT3 I would like have my staff authenticated via my LDAP > directory. > I would like outsiders to get "rt only" accounts. > I would like to use the RT login screen (no external auth). > Any ideas on either of the above? Overlay RT::User and use Net::LDAP to do the right thing. -R From myqu at hotmail.com Fri Oct 3 02:05:19 2003 From: myqu at hotmail.com (Ada Hui) Date: Fri, 03 Oct 2003 06:05:19 +0000 Subject: [rt-users] Can anyone help me with a step by step config of RT? Message-ID: When i start httpd, it give me an error message : Could not determine the server's fully qualified domain name, using 127.0.0.1 for ServerName. So i just tired to login from that machine using localhost. Is it means that things go wrong? It is my first time to configure apache, so i may be making silly mistake. Please tell me if i have done anything wrong. Thanks a lot. Best Regards, Ada >From: "Michael S. Liebman" >To: "Ada Hui" ,rt-users at lists.fsck.com >Subject: Re: [rt-users] Can anyone help me with a step by step config of >RT? >Date: Thu, 02 Oct 2003 00:12:37 -0400 > >At 11:47 PM 10/1/2003, Ada Hui wrote: >>Also i add the vitual host config as the one you posted earlier. Then i >>restarted httpd. >> >>I tried to go to http://localhost, but can find the login page. > >I know this seems obvious, but what port did you configure the virtual host >for? Are you trying to access the default port or the port you configured >the virtual host for? > >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" > _________________________________________________________________ Linguaphone : Learning English? Get Japanese lessons for FREE http://go.msnserver.com/HK/30476.asp From cubic at acronis.ru Fri Oct 3 07:45:51 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 03 Oct 2003 15:45:51 +0400 Subject: [rt-users] quick trick: "RT at a glance" on 2.0 In-Reply-To: <3F7C7AE8.9040008@dimstar.net> References: <3F7C7AE8.9040008@dimstar.net> Message-ID: <3F7D616F.1000901@acronis.ru> Russ Johnson wrote: > John Jasen wrote: > >> If you don't like the default index.html "RT at a glance" page (for >> example, we wanted more information from " 10 highest priority >> tickets I own..." and " 10 highest priority tickets I requested..."), >> you can modify what they display based on the various Elements called. >> > > I actually opted to split out the "New" vs "Open" tickets, and to > display "Stalled" tickets. > > I made index.html look like: > > <& /Elements/Header, Title=>"Start page", Refresh => > $session{'home_refresh_inte > rval'} &> > <& /Elements/Tabs, current_toptab => '' &> > > > > > >
> <& /Elements/CustomHomepageHeader, %ARGS &> > <& /Elements/MyNew &> >
> <& /Elements/MyOpen &> >
> <& /Elements/MyStalled &> >
> <& /Elements/MyRequests &> > 		> <& /Elements/Quicksearch &> >
>
> <& /Elements/Refresh, Name => 'HomeRefreshInterval', Default => > $session {'home_ > refresh_interval'} &> >
>
>
> <%init> > if ($ARGS{'HomeRefreshInterval'}) { > $session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; > } > > > Then made MyOpen, MyNew and MyStalled out of MyTickets, modifying the > status each searches for. > > For us, this makes recognizing that there is a new ticket much easier, > and we can also watch our stalled tickets without periodically doing a > search for them. As I see all people customise home page, but all of them have to change RT's Mason pages, add ellements or do copy-paste... It would be really good to do flexible home page layout customisation. Something like this: User say in some way - "I want block with Tickets with status open or new ordered by priority then queue and status, block must contain next Ticket fields: Subj, Requestor..." You approach is successful, but it's copy-paste job. From perreal at lyon.cemagref.fr Fri Oct 3 03:51:59 2003 From: perreal at lyon.cemagref.fr (=?ISO-8859-15?Q?Guillaume_Perr=E9al?=) Date: Fri, 03 Oct 2003 09:51:59 +0200 Subject: [rt-users] RT3 Truncating attachments In-Reply-To: <1065100887.8100.72.camel@hal9000.internal.onramp.ca> References: <01a901c387e6$e85cf5a0$16cea8c0@oaktucson> <3F7A9502.30006@acronis.ru> <1065014249.2149.4.camel@tapestry.home.net> <20031001152622.GA4227@tapestry.home.net> <02e701c38835$ac030870$0a14a8c0@danie> <1065027898.8099.13.camel@hal9000.internal.onramp.ca> <002601c388b4$41e4a460$0a14a8c0@danie> <1065097584.8100.66.camel@hal9000.internal.onramp.ca> <1065099755.24408.7.camel@tapestry.home.net> <1065100887.8100.72.camel@hal9000.internal.onramp.ca> Message-ID: <3F7D2A9F.6090803@lyon.cemagref.fr> >You might grab the newer src rpms and rebuild them against your existing >apache/perl installation - this should work, but you might need to throw >a few extra packages on the system for a handful of dependencies. > >Not sure how well you'll do on a Redhat 8 system, but this worked well >enough on Redhat 9. > > Did it on RHL8, works fine. -- 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 cj at moodog.org.uk Fri Oct 3 04:38:03 2003 From: cj at moodog.org.uk (Chris Bannister) Date: Fri, 03 Oct 2003 09:38:03 +0100 Subject: [rt-users] Sorting / 'Ball-in-court' In-Reply-To: <919EC9AC0B167C458F22FD88F9D69294071221@MACALLAN> References: <919EC9AC0B167C458F22FD88F9D69294071221@MACALLAN> Message-ID: <3F7D356B.6010301@moodog.org.uk> Nick Pleis wrote: > I'm currently in the final stages of getting our RT/RTFM solution setup. > > I was hoping to get some help with one problem that we're having: > > When looking at the Queue as a whole it would be REALLY nice if we could see > when customers actually send us correspondence. What we'd really like to be > able to do is see which side was the last to send actual correspondence to > other side. Much like a tennis match, we want to know who's 'court' the ball > is in. That way we could sort the messages based on all of the issues that > our customers have responded to, but we haven't responded back (yet). Does > anyone have a system like this in place? We normally set tickets awaiting a customer/3rd party response to Stalled. Then once they are replied to they automatically change back to Open, and therefore the only tickets that need action are New+Open (with an occasional chase on stalled tickets). This does reply on people setting the stalled status when they have finished working on a ticket, but I find people tend to do this when they keep tripping across the same already answered tickets in open. -- Chris Bannister cj at moodog.org.uk From ross.williamson at abilisk.com Fri Oct 3 04:56:57 2003 From: ross.williamson at abilisk.com (Ross Williamson) Date: Fri, 03 Oct 2003 09:56:57 +0100 Subject: [rt-users] Sorting / 'Ball-in-court' In-Reply-To: <3F7D356B.6010301@moodog.org.uk> References: <919EC9AC0B167C458F22FD88F9D69294071221@MACALLAN> <3F7D356B.6010301@moodog.org.uk> Message-ID: <3F7D39D9.2060802@abilisk.com> Hey, (This does rely on using RT3) If you feel like a spot of hacking you could prob do this with a custom action and custom field. have a custom field call "WhoseCourt" (tm) with only 2 values "us" , "them". Then in the scrips for the queue (or global) you could have custom actions with check if sender eq requestor set WhoseCourt == "us" else WhoseCourt = "them" Then the white magic would be a change to MyTickets to view on CustomFields (not that hard really) We use a similar idea for managing priorities base on where the correspondance/comment comes from. However Chris' idea is very workable its the one i came up with when we were working together... but it does rely on ppl doing the "right thing". Hope that helps Ross Chris Bannister wrote: > Nick Pleis wrote: > >> I'm currently in the final stages of getting our RT/RTFM solution setup. >> >> I was hoping to get some help with one problem that we're having: >> >> When looking at the Queue as a whole it would be REALLY nice if we >> could see >> when customers actually send us correspondence. What we'd really like >> to be >> able to do is see which side was the last to send actual >> correspondence to >> other side. Much like a tennis match, we want to know who's 'court' >> the ball >> is in. That way we could sort the messages based on all of the issues >> that >> our customers have responded to, but we haven't responded back (yet). >> Does >> anyone have a system like this in place? > > > We normally set tickets awaiting a customer/3rd party response to > Stalled. Then once they are replied to they automatically change back > to Open, and therefore the only tickets that need action are New+Open > (with an occasional chase on stalled tickets). > > This does reply on people setting the stalled status when they have > finished working on a ticket, but I find people tend to do this when > they keep tripping across the same already answered tickets in open. > -- Ross Williamson - Managing Director Mobile : +44 7876308 566 Email : ross.williamson at abilisk.com Web : www.abilisk.com The Application Exchange - www.application-exchange.com ------------------------------------------------------------------ This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. Thank you for your cooperation. From bulent.tatlidil at infotron.com.tr Fri Oct 3 05:15:16 2003 From: bulent.tatlidil at infotron.com.tr (Bulent Tatlidil) Date: Fri, 03 Oct 2003 12:15:16 +0300 Subject: [rt-users] more than one RT Message-ID: <3F7D3E24.4090002@infotron.com.tr> Hi all, We have more than one customer (thanks god:) ) and they have seperate projects and of course problems, each customer should enter bugs, search only their own projects/bugs/problems. But with a single installation i think this is impossible. So i want to setup different databases, and virtual hosts on a single machine running solaris9. Is there any other way or solution ? Thanks.. -- Bulent Tatlidil From cj at moodog.org.uk Fri Oct 3 05:41:21 2003 From: cj at moodog.org.uk (Chris Bannister) Date: Fri, 03 Oct 2003 10:41:21 +0100 Subject: [rt-users] more than one RT In-Reply-To: <3F7D3E24.4090002@infotron.com.tr> References: <3F7D3E24.4090002@infotron.com.tr> Message-ID: <3F7D4441.8050405@moodog.org.uk> Bulent Tatlidil wrote: > Hi all, > We have more than one customer (thanks god:) ) > and they have seperate projects and of course problems, > each customer should enter bugs, search only their own > projects/bugs/problems. But with a single installation > i think this is impossible. So i want to setup different databases, > and virtual hosts on a single machine running solaris9. > Is there any other way or solution ? I don't see why a one queue per customer solution in a singe RT instance wouldn't work. You'd share ticket numbers across customers, but apart from that you can keep them seperate very easily. From rt at linuxguy.com Fri Oct 3 05:32:26 2003 From: rt at linuxguy.com (Walt Reed) Date: Fri, 3 Oct 2003 05:32:26 -0400 Subject: [rt-users] Can anyone help me with a step by step config of RT? In-Reply-To: References: Message-ID: <20031003093226.GA15341@hubinternet.com> On Fri, Oct 03, 2003 at 06:05:19AM +0000, Ada Hui said: > When i start httpd, it give me an error message : > Could not determine the server's fully qualified domain name, using > 127.0.0.1 for ServerName. > > So i just tired to login from that machine using localhost. Is it means > that things go wrong? It is my first time to configure apache, so i may be > making silly mistake. Please tell me if i have done anything wrong. Thanks > a lot. Well, this means that your hostname config is not totally set right. The "hostname" command can tell you more. If you just type "hostname" it should give you the short name of your machine, like: wreed at gw:~$ hostname gw Then try this: wreed at gw:~$ hostname -f gw.linuxguy.com If hostname -f does not give you the full name, then you need to make sure it is set. Make sure your /etc/hosts file is set something like this (notice the fully qualified domain name is before the short name): wreed at gw:~$ cat /etc/hosts 127.0.0.1 localhost 192.168.99.1 gw.linuxguy.com gw Note: if you make any changes, you MAY have to reboot for it to pick up all over. In apache's httpd.conf, you can also set: ServerName gw.linuxguy.com From amy at real-time.com Fri Oct 3 08:12:31 2003 From: amy at real-time.com (amy at real-time.com) Date: Fri, 3 Oct 2003 07:12:31 -0500 Subject: [rt-users] ParseNewMessageForTicketCcs In-Reply-To: <20031002223653.GF8632@moreton.com.au>; from pdh@snapgear.com on Fri, Oct 03, 2003 at 08:36:53AM +1000 References: <2E17AC0ED12EA54F9BEF813457413A64015847B6@srvmail1-mtl.montreal.ubisoft.org> <20031002152223.GC16548@real-time.com> <20031002163808.GF16548@real-time.com> <20031002223653.GF8632@moreton.com.au> Message-ID: <20031003071231.E6319@real-time.com> On Fri, Oct 03, 2003 at 08:36:53AM +1000, Phil Homewood (pdh at snapgear.com) wrote: > Amy Tanner wrote: > > Here's the patch that made it work for us. We are running 3.0.3 > > [snip] > > > - if ( $self->{'Ccc'} && @{ $self->{'Bcc'} } ); > > + if ( $self->{'Bcc'} && @{ $self->{'Bcc'} } ); > > that change looks decidedly bogus. What's a Ccc? If you look closely, the first line was replaced by the second line. And, if look at the surrounding code, it's obvious there was a typo. -- Amy Tanner amy at real-time.com From rchartier at viaconsultants.com Fri Oct 3 09:29:05 2003 From: rchartier at viaconsultants.com (Rejean Chartier) Date: Fri, 3 Oct 2003 09:29:05 -0400 Subject: [rt-users] Attahement Message-ID: <000801c389b2$5476c640$663da8c0@headoffice.viaconsultants.com> Hi All I would like to display the attached box, which lists ticket attachments for the requestor (non staff-user).Is this possible? Now the attachment box is working for staff but not for non staff-user. Also the customized fields are available for staff only. How to give access to these available fields on the non staff-user during the addition of a ticket. 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 rchartier at viaconsultants.com Fri Oct 3 09:43:32 2003 From: rchartier at viaconsultants.com (Rejean Chartier) Date: Fri, 3 Oct 2003 09:43:32 -0400 Subject: [rt-users] Download Message-ID: <000f01c389b4$5950c510$663da8c0@headoffice.viaconsultants.com> Hi All Somebody could tell me what is the purpose of the download option in the ticket history? Download: Where? How? 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 rcrews at intercall.com Fri Oct 3 11:05:58 2003 From: rcrews at intercall.com (Richie Crews) Date: Fri, 03 Oct 2003 11:05:58 -0400 Subject: [rt-users] upgrade from 2.X to 3.0.6 steps? Message-ID: <1065193558.11194.113.camel@pyrodex> Anyone know the steps to upgrade a rt2 mysql DB to a rt3 mysql db? I tried the tool and its asking me for a dump file and I tried a ./mysqldump --opt rt2 -u root -p > backup.sql I also tried a tab delimited dump and nothing is working right. -- 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 Unix is very user friendly, its just picky on who it likes... "Providing security for your email needs" Stop Spam, Support RBL http://www.mail-abuse.org -------------- next part -------------- An HTML attachment was scrubbed... URL: From rchartier at viaconsultants.com Fri Oct 3 11:17:51 2003 From: rchartier at viaconsultants.com (Rejean Chartier) Date: Fri, 3 Oct 2003 11:17:51 -0400 Subject: [rt-users] Worked time cumulated Message-ID: <001801c389c1$82edc5a0$663da8c0@headoffice.viaconsultants.com> Hi All When we update the worked time, we always need to override the Time in the field. I did not see a place where the RT system cumulated the worked time. In RT history we have the worked time transaction. Do we have the worked time cumulated? This situation is due to multi technicians worked on the same ticket. 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 bthorson at foretec.com Fri Oct 3 11:18:16 2003 From: bthorson at foretec.com (Brett Thorson) Date: Fri, 3 Oct 2003 11:18:16 -0400 Subject: [rt-users] Customizing the outbound messages (Queue name instead of Organization Name) Message-ID: <200310031118.16537.bthorson@foretec.com> We have one tracking system, but would like to put 3 companies on it (One master and two subsidiaries) with employees belonging to more than one company. So you can see it would be nice to have one central place, but.... What I see is that even though I have different queues, the messages that come from them are [foretec.com #44] and the like. I was wondering if there was some way to change the "foretec.com" so it reflects the name of the queue, not just the main organization name. I looked in the docs, and in the mailing list but didn't find anything (was I looking in the wrong place?). Your assistance is appreciated. Thanks much. --Brett From jwliao at cbs.com Fri Oct 3 11:22:02 2003 From: jwliao at cbs.com (Liao, John W) Date: Fri, 3 Oct 2003 11:22:02 -0400 Subject: [rt-users] Ticket created by RT itself. Message-ID: Anyone seen this problem or know the cause of it? We are getting blank tickets that is created by RT itself, the mail is from "The RT System itself via RT" and the subject and body is blank. We are using rt3.0.5. Thanks John -------------- next part -------------- An HTML attachment was scrubbed... URL: From jjasen at datafoundation.com Fri Oct 3 11:25:52 2003 From: jjasen at datafoundation.com (John Jasen) Date: Fri, 3 Oct 2003 11:25:52 -0400 (EDT) Subject: [rt-users] Worked time cumulated In-Reply-To: <001801c389c1$82edc5a0$663da8c0@headoffice.viaconsultants.com> Message-ID: It works if you add time worked in comments, at least in my rt 3.0.4. On Fri, 3 Oct 2003, Rejean Chartier wrote: > Hi All > > When we update the worked time, we always need to override the > Time in the field. From rene at realhost.dk Fri Oct 3 11:35:18 2003 From: rene at realhost.dk (Rene Brask Soerensen - Realhost I/S) Date: Fri, 03 Oct 2003 17:35:18 +0200 Subject: [rt-users] multiple instances of rt on same server Message-ID: <3F7D9736.1070705@realhost.dk> Hi All Is it possible to have multiple instances of rt on the save apache server ? I'm using rt-3.0.5/apache-1.3/mod_perl2. I want to configure the rt-systems on different virtual-directives. When I try it I get a error, that webmux is defined more the once. Best regards Rene Brask From cubic at acronis.ru Fri Oct 3 15:47:51 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 03 Oct 2003 23:47:51 +0400 Subject: [rt-users] upgrade from 2.X to 3.0.6 steps? In-Reply-To: <1065193558.11194.113.camel@pyrodex> References: <1065193558.11194.113.camel@pyrodex> Message-ID: <3F7DD267.7070002@acronis.ru> There is several files with rt2-tort3 tool tarball README export tool that generate dumpdir from rt2 db. import tool that import data from dumpdir to rt3 db. All step-by-step instructions in README Richie Crews wrote: > Anyone know the steps to upgrade a rt2 mysql DB to a rt3 mysql db? I > tried the tool and its asking me for a dump file and I tried a > > ./mysqldump --opt rt2 -u root -p > backup.sql > > I also tried a tab delimited dump and nothing is working right. > >-- >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 > >Unix is very user friendly, its just picky on who it likes... > >"Providing security for your email needs" >Stop Spam, Support RBL http://www.mail-abuse.org > From rcrews at intercall.com Fri Oct 3 11:54:03 2003 From: rcrews at intercall.com (Richie Crews) Date: Fri, 03 Oct 2003 11:54:03 -0400 Subject: [rt-users] upgrade from 2.X to 3.0.6 steps? In-Reply-To: <3F7DD267.7070002@acronis.ru> References: <1065193558.11194.113.camel@pyrodex> <3F7DD267.7070002@acronis.ru> Message-ID: <1065196443.11194.115.camel@pyrodex> I got it, thanks! I was under the impression I had to export the DB myself. On Fri, 2003-10-03 at 15:47, Ruslan U. Zakirov wrote: > There is several files with rt2-tort3 tool tarball > README > export tool that generate dumpdir from rt2 db. > import tool that import data from dumpdir to rt3 db. > All step-by-step instructions in README > > Richie Crews wrote: > > > Anyone know the steps to upgrade a rt2 mysql DB to a rt3 mysql db? I > > tried the tool and its asking me for a dump file and I tried a > > > > ./mysqldump --opt rt2 -u root -p > backup.sql > > > > I also tried a tab delimited dump and nothing is working right. > > > >-- > >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 > > > >Unix is very user friendly, its just picky on who it likes... > > > >"Providing security for your email needs" > >Stop Spam, Support RBL http://www.mail-abuse.org > > -- 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 Unix is very user friendly, its just picky on who it likes... "Providing security for your email needs" Stop Spam, Support RBL http://www.mail-abuse.org -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Fri Oct 3 15:53:29 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 03 Oct 2003 23:53:29 +0400 Subject: [rt-users] Customizing the outbound messages (Queue name instead of Organization Name) In-Reply-To: <200310031118.16537.bthorson@foretec.com> References: <200310031118.16537.bthorson@foretec.com> Message-ID: <3F7DD3B9.7070808@acronis.ru> There were thread on topic on this list or rt-devel. As I remember you can't change this behavior due this string used for tracking ticket's correspondense. You could change your templates and add queue name before subj. Google through last month archive for more. Brett Thorson wrote: >We have one tracking system, but would like to put 3 companies on it (One >master and two subsidiaries) with employees belonging to more than one >company. So you can see it would be nice to have one central place, but.... > >What I see is that even though I have different queues, the messages that come >from them are [foretec.com #44] and the like. > >I was wondering if there was some way to change the "foretec.com" so it >reflects the name of the queue, not just the main organization name. > >I looked in the docs, and in the mailing list but didn't find anything (was I >looking in the wrong place?). Your assistance is appreciated. > >Thanks much. > >--Brett >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.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 Fri Oct 3 15:58:51 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 03 Oct 2003 23:58:51 +0400 Subject: [rt-users] multiple instances of rt on same server In-Reply-To: <3F7D9736.1070705@realhost.dk> References: <3F7D9736.1070705@realhost.dk> Message-ID: <3F7DD4FB.3000207@acronis.ru> Rene Brask Soerensen - Realhost I/S wrote: > Hi All > > Is it possible to have multiple instances of rt on the save apache > server ? I'm using rt-3.0.5/apache-1.3/mod_perl2. I want to configure > the rt-systems on different virtual-directives. All handled by mod_perl? No. I don't know that FastCGI support more then one RT, But you could setup several RT with one on FastCGI, another on mod_perl or mod_perl+another instance of apache. > > > When I try it I get a error, that webmux is defined more the once. > > Best regards > > Rene Brask > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 t14 at t14.net Fri Oct 3 13:08:58 2003 From: t14 at t14.net (Thomas) Date: Fri, 3 Oct 2003 10:08:58 -0700 Subject: [rt-users] Incoming mail to RT looping with error 500 Message-ID: <46C62E1E-F5C4-11D7-AFAA-00039398D616@t14.net> I have been having a most frustrating problem since I upgraded to RT 3.x. From time to time an incoming email will loop showing the following error in the mail Q: -- -Queue ID- --Size-- ----Arrival Time---- -Sender/Recipient------- 6112B34D7B 177915 Thu Oct 2 23:15:23 user at domain.com (temporary failure. Command output: An Error Occurred ================= 500 Internal Server Error ) jobs at company.com -- If this is a new request it will end up creating new tickets over and over again. If it is a reply or comment to an existing ticket it will just add to that ticket over and over again until the message is purged. I am not sure what "500 Internal Server Error" refers to. Wether it is reported by "rt-mailgate" or by the web server because of "--url http://rt/" Why is "--url http://rt/" used since we only want to pipe incoming emails to a Q ? My environment is: OS: FreeBSD 4.7-RELEASE Perl: This is perl, v5.8.0 built for i386-freebsd MySQL: Ver 3.23.55 for portbld-freebsd4.7 on i386 RT: 3.0.2 (mysql - apache 1.3.27 - fastcgi) Mail: postfix-2.0.4,1 and my alias entry is: support: "|/usr/local/rt3/bin/rt-mailgate --queue Support --action comment --url http://rt/" Any ideas on this issue would be much appreciated. Thanks Thomas From michael at ptgrey.com Fri Oct 3 13:18:44 2003 From: michael at ptgrey.com (Michael Gibbons) Date: Fri, 03 Oct 2003 10:18:44 -0700 Subject: [rt-users] Command line interface for RT3.0.5 Message-ID: <3F7DAF74.80407@ptgrey.com> Has this been implemented yet? If so, any docs or information available for using this? I need to delete an open ticket that I can no longer access through the gui interface (see below for the error I get), and was hoping to do this with a CLI. Thanks, Mike ---------- *or:* Internal Error () on 'DMA ?R???g???[?' at /usr/lib/perl5/site_perl/5.8.1/Text/Quoted.pm line 187. *context:* *...* *183:* $lines[-1]{presig} .= $lines[-1]{quoter} = defn $2; *184:* $lines[-1]{presig} .= $lines[-1]{quotespace} = defn $3; *185:* $lines[-1]{hang} = defn(Hang->new($_)); *186:* *187:* s/([ \t]*)(.*?)(\s*)$// *188:* or die "Internal Error ($@) on '$_'"; *189:* $lines[-1]{hangspace} = defn $1; *190:* $lines[-1]{text} = defn $2; *191:* $lines[-1]{empty} = $lines[-1]{hang}->empty() && $2 !~ /\S/; *...* *code stack:* /usr/lib/perl5/site_perl/5.8.1/Text/Quoted.pm:187 g /usr/lib/perl5/site_perl/5.8.1/Text/Quoted.pm:63 g /opt/rt3/share/html/Ticket/Elements/ShowTransaction:62 g /opt/rt3/share/html/Ticket/Elements/ShowHistory:65 g /opt/rt3/share/html/Ticket/Display.html:37 g /opt/rt3/share/html/autohandler:182 g -------------- next part -------------- An HTML attachment was scrubbed... URL: From jim.rowan at starcore-dsp.com Fri Oct 3 13:21:12 2003 From: jim.rowan at starcore-dsp.com (Jim Rowan) Date: Fri, 3 Oct 2003 12:21:12 -0500 Subject: [rt-users] Incoming mail to RT looping with error 500 Message-ID: You need to understand that rt-mailgate talks to RT via the web interface after it receives and parses the mail from sendmail (or whatever other MTA you might be using). The URL on the command line must point to your functional RT instance. I'm actually pretty surprised that it gets as far as getting anything into the database. (Jesse, is that a bug/design flaw?) In any case, I suspect this behaviour will go away if you fix the url. Jim Rowan From cubic at acronis.ru Fri Oct 3 17:25:49 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Sat, 04 Oct 2003 01:25:49 +0400 Subject: [rt-users] Incoming mail to RT looping with error 500 In-Reply-To: <46C62E1E-F5C4-11D7-AFAA-00039398D616@t14.net> References: <46C62E1E-F5C4-11D7-AFAA-00039398D616@t14.net> Message-ID: <3F7DE95D.3040308@acronis.ru> Thomas wrote: > I have been having a most frustrating problem since I upgraded to RT > 3.x. From time to time an incoming email will loop showing the > following error in the mail Q: > > -- > -Queue ID- --Size-- ----Arrival Time---- -Sender/Recipient------- > 6112B34D7B 177915 Thu Oct 2 23:15:23 user at domain.com > (temporary failure. Command output: An Error Occurred > ================= 500 Internal Server Error ) > jobs at company.com > -- > > If this is a new request it will end up creating new tickets over and > over again. If it is a reply or comment to an existing ticket it will > just add to that ticket over and over again until the message is purged. > > > I am not sure what "500 Internal Server Error" refers to. Wether it is > reported by "rt-mailgate" or by the web server because of "--url > http://rt/" pipe mail in CLI through alias string with --debug and report output > > > Why is "--url http://rt/" used since we only want to pipe incoming > emails to a Q ? To allow MTA and RT on different machines. > > > My environment is: > > OS: FreeBSD 4.7-RELEASE > Perl: This is perl, v5.8.0 built for i386-freebsd > MySQL: Ver 3.23.55 for portbld-freebsd4.7 on i386 > RT: 3.0.2 (mysql - apache 1.3.27 - fastcgi) > Mail: postfix-2.0.4,1 > > and my alias entry is: > > support: "|/usr/local/rt3/bin/rt-mailgate --queue Support --action > comment --url http://rt/" From t14 at t14.net Fri Oct 3 13:31:12 2003 From: t14 at t14.net (Thomas) Date: Fri, 3 Oct 2003 10:31:12 -0700 Subject: [rt-users] Incoming mail to RT looping with error 500 In-Reply-To: Message-ID: <6240038E-F5C7-11D7-AFAA-00039398D616@t14.net> Thanks for the info.. This setup actually works very well for 95% of the emails sent to RT. Only a few rare emails get stuck that way... If it is a timeout from the web server (too slow or busy) why would it timeout every time the mailq tries to deliver the message ? If most emails go through then the second or third time the message is attempted to be delivered by the mailq, it should be accepted but does not. Once an email gets stuck it is never processed successfully.. Thanks Thomas On Friday, October 3, 2003, at 10:21 AM, Jim Rowan wrote: > > You need to understand that rt-mailgate talks to RT via the web > interface after it receives and parses the mail from sendmail (or > whatever other MTA you might be using). > > The URL on the command line must point to your functional RT instance. > > I'm actually pretty surprised that it gets as far as getting anything > into the database. > (Jesse, is that a bug/design flaw?) > > In any case, I suspect this behaviour will go away if you fix the url. > > Jim Rowan From Scott.Jackson at pnl.gov Fri Oct 3 17:00:37 2003 From: Scott.Jackson at pnl.gov (Jackson, Scott M) Date: Fri, 03 Oct 2003 14:00:37 -0700 Subject: [rt-users] RT not notifying requestors of replies Message-ID: <08E658153EA8244B922DC7A69064EFE90F9831@pnlmse23.pnl.gov> Hello! RT is not notifying requestors of replies. I am able to create new tickets either from the web or via email. When a new ticket is created, email is is going out to the watchers of the queue correctly. However, when a reply is made to an open ticket, either via the web, or via email, the ticket is appended with the reply, but no email goes out to the requestor notifying him of the update. Under Global --> Scrips "On Correspond Notify Requestors and Ccs with template Correspondence" is enabled with the default settings. All Scrips, Actions and Templates are still in their default condition. It seems that it should be sending requestors notifications when web replies are issued or when email replies come in the action = -correspond channel, but they aren't. Is there anything I need to do to get this to work, or are there any troubleshooting steps you would recommend? Thank you! Scott Jackson (Pacific Northwest National Laboratory) From jblaine at mitre.org Fri Oct 3 17:10:53 2003 From: jblaine at mitre.org (Jeff Blaine) Date: Fri, 3 Oct 2003 17:10:53 -0400 (EDT) Subject: [rt-users] Postgres, Perl 5.8.1, RT 3.0.6 install woes Message-ID: So, I take it I need to rebuild PostgreSQL and probably DBD::Pg, right? Any idea on the second error? This is Solaris 7 and syslogd is of course running. Are the myriad requisite modules for RT tested to work properly with Perl 5.8.1? If not, what is the recommended version of Perl to use at this point? ... Password: Now creating a database for RT. Creating Pg database rt3. DBD::Pg::db do failed: ERROR: Multi-byte support is not enabled at //afs/rcf/admin/utils/rt/sun4x_57/sbin/rt-setup-database line 212, line 1. Now populating database schema. ... 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 /afs/rcf/admin/utils/rt/sun4x_57/lib/perl5/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77 unix dgram connect: Socket operation on non-socket at /afs/rcf/admin/utils/rt/sun4x_57/lib/perl5/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77 no connection to syslog available at /afs/rcf/admin/utils/rt/sun4x_57/lib/perl5/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77 *** Error code 95 make: Fatal error: Command failed for target `initialize-database' From jim.rowan at starcore-dsp.com Fri Oct 3 18:17:31 2003 From: jim.rowan at starcore-dsp.com (Jim Rowan) Date: Fri, 3 Oct 2003 17:17:31 -0500 Subject: [rt-users] Owner not in the most scrips? Message-ID: We're just in the process of testing and tracking down the detail on this, but it appears that the owner of a ticket isn't included in most of the default scrips (RT3.06), and thus doesn't get most notifications. Do I misunderstand or is this accurate? (Again, with the default scrips:) It seems that the owner gets notified when it is assigned to him and when it is resolved, and that's it. Further, examining the default actions (as documented in the draft manual) and the list of items in the action pulldown on a scrip, it appears that there are no groupings that include the owner. (The manual talks about "Notify All Watchers" but that isn't in 3.0.6 (upgraded from 3.0.4), it appears.). This means that we need to add scrips to notify the owner explicitly on all the appropriate conditions... Did I get it right? From pdh at snapgear.com Fri Oct 3 18:46:50 2003 From: pdh at snapgear.com (Phil Homewood) Date: Sat, 4 Oct 2003 08:46:50 +1000 Subject: [rt-users] ParseNewMessageForTicketCcs In-Reply-To: <20031003071231.E6319@real-time.com> References: <2E17AC0ED12EA54F9BEF813457413A64015847B6@srvmail1-mtl.montreal.ubisoft.org> <20031002152223.GC16548@real-time.com> <20031002163808.GF16548@real-time.com> <20031002223653.GF8632@moreton.com.au> <20031003071231.E6319@real-time.com> Message-ID: <20031003224650.GA97407@dorfl.internal.moreton.com.au> amy at real-time.com wrote: > > > - if ( $self->{'Ccc'} && @{ $self->{'Bcc'} } ); > > > + if ( $self->{'Bcc'} && @{ $self->{'Bcc'} } ); > > > > that change looks decidedly bogus. What's a Ccc? > > If you look closely, the first line was replaced by the second line. And, if > look at the surrounding code, it's obvious there was a typo. You are very correct; I misread the patch. My apologies. However the string 'Ccc' doesn't appear anywhere in my copy of the source. Instead, My SendEmail.pm has: $self->SetHeader( 'Bcc', join ( ',', @{ $self->{'Bcc'} } ) ) if ( $self->{'Cc'} && @{ $self->{'Bcc'} } ); which is also wrong. The Cc should be Bcc. From jesse at bestpractical.com Fri Oct 3 19:32:42 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 3 Oct 2003 19:32:42 -0400 Subject: [rt-users] Incoming mail to RT looping with error 500 In-Reply-To: References: Message-ID: <20031003233242.GP30655@fsck.com> On Fri, Oct 03, 2003 at 12:21:12PM -0500, Jim Rowan wrote: > > I'm actually pretty surprised that it gets as far as getting anything > into the database. > (Jesse, is that a bug/design flaw?) 3.0.5 handles these scenarios much better. I'd be curious to hear what version of RT is breaking this way. > In any case, I suspect this behaviour will go away if you fix the url. > > Jim Rowan > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 t14 at t14.net Fri Oct 3 19:40:37 2003 From: t14 at t14.net (Thomas) Date: Fri, 3 Oct 2003 16:40:37 -0700 Subject: [rt-users] Incoming mail to RT looping with error 500 In-Reply-To: <20031003233242.GP30655@fsck.com> Message-ID: Version 3.0.2 of RT is what I have loaded. I will update to the latest version and see if this behavior goes away. Thanks Thomas On Friday, October 3, 2003, at 04:32 PM, Jesse Vincent wrote: > > > > On Fri, Oct 03, 2003 at 12:21:12PM -0500, Jim Rowan wrote: >> >> I'm actually pretty surprised that it gets as far as getting anything >> into the database. >> (Jesse, is that a bug/design flaw?) > > 3.0.5 handles these scenarios much better. I'd be curious to hear what > version of RT is breaking this way. > > >> In any case, I suspect this behaviour will go away if you fix the url. >> >> Jim Rowan >> >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.fsck.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 Oct 3 19:53:38 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 3 Oct 2003 19:53:38 -0400 Subject: [rt-users] quick trick: "RT at a glance" on 2.0 In-Reply-To: <3F7D616F.1000901@acronis.ru> References: <3F7C7AE8.9040008@dimstar.net> <3F7D616F.1000901@acronis.ru> Message-ID: <20031003235338.GQ30655@fsck.com> > > As I see all people customise home page, but all of them have to change > RT's Mason pages, add ellements or do copy-paste... > It would be really good to do flexible home page layout customisation. > > Something like this: > User say in some way - "I want block with Tickets with status open or > new ordered by priority then queue and status, block must contain next > Ticket fields: Subj, Requestor..." Fully customisable user interface would be terribly nice, wouldn't it? I can't promise when it's going to hit the mainline, but I expect that chunks of RT's homepage will look something like this in the future: % my $rows = 10; % my $search = RT::Tickets->new($session{'CurrentUser'}); % $search->FromSQL('Requestors = "'.$session{CurrentUser}->EmailAddress.'" AND (Status = "new" OR Status = "open")'); % $search->OrderBy( FIELD => 'Priority', ORDER => 'descending'); % $search->RowsPerPage($rows); <& /Elements/View/CollectionAsTable, Collection => $search, Attributes=>[ {Name => 'id',Link => '/Ticket/Display.html?id=##id##'}, {Name => 'Subject',Link => '/Ticket/Display.html?id=##id##'}, 'Priority', 'Owner'], Title => loc('My [_1] highest priority requested tickets', $rows) &> Please do note that this is a first cut that hasn't yet been settled upon nor had its syntax tweaked. But I do have dev code that uses this and works ;) When it's more ready for public scrutiny, don't worry, I'll let the public scrutinize it. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From request_tracker at acerhomes.com Sat Oct 4 07:44:40 2003 From: request_tracker at acerhomes.com (Rommie) Date: Sat, 4 Oct 2003 11:44:40 -0000 (UTC) Subject: [rt-users] Re: Qmail configuration In-Reply-To: <200310011335.00892.lists@konfido.de> References: <2015.177.177.177.222.1065029949.squirrel@_default_> <200310011335.00892.lists@konfido.de> Message-ID: <1309.177.177.177.29.1065267880.squirrel@_default_> I'm sorry for this. I'm really a newbie. Our qmail server was previously setup by an old employee. Right now I'm the one maintaining it and learning from it (I live from others help). Can I have a step by step instruction on how to do this forwarding. Really RT installation is quite frustating but I'm growing from it (i learn a lot already). Thanks ---rommie > Hi. > > On Wednesday 01 October 2003 19:39, Rommie wrote: >> I have a separate Qmail server where all our >> emails are forwarded to. My problem is how can I configure RT to use >> the Qmail from another machine. > > I'd also say that forwarding the mail from qmail to Sendmail would be > the best solution. > >> I checked the mailinglist and I found your perl script (i'm really >> don't about perl programming). Can I use your script for this kind of >> setup? What other things should I need to configure? > > I've written this script for installations of qmail and RT on the same > server. > > If you decide to use this script in a setup like this, you can find the > current version at http://konfido.de/misc/software/. > If you have problems with it, I'll try to answer your questions. > > Best regards, > Matthias From mikep at uclink.berkeley.edu Sat Oct 4 01:19:22 2003 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Fri, 03 Oct 2003 22:19:22 -0700 Subject: [rt-users] Step-by-Step instructions: FreeBSD4.8 RT3.0.5 (upgraded to 3.0.6), apache13-modssl, mod_perl, mysql, RTFM, Statistics In-Reply-To: <1063600285.30567.125.camel@newton.aipo.gov.au> References: <20030605182502.27879.75898.Mailman@pallas.eruditorum.org> <3F61E4E1.6000505@uclink.berkeley.edu> <1063600285.30567.125.camel@newton.aipo.gov.au> Message-ID: <3F7E585A.5090905@uclink.berkeley.edu> This is how I installed RT. It may not be the easiest to install/best configuration, but it works for me. I found the RedHat 7.2 step-by-step instructions for the RT2 series a lifesaver when I was first starting. http://fsck.com/rtfm/article.html?id=2#180 I would have liked to include step-by-step LDAP Active Directory external authentication for RT. However I haven't figured it out yet and have only seen reference to it being able to work, not quite enough concrete docs or at least conf file snippets. 1) First I installed FreeBSD 4.8 from CD choosing the "Minimal install" option with "linux compatibility". (Why install stuff that you don't need/might be vulnerable) Here's some tips on FreeBSD ports basics: http://www.onlamp.com/pub/a/bsd/2003/08/28/FreeBSD_Basics.html 2) Get a couple basic ports installed, then update all of the ports before doing any other installation. I installed lynx, portupgrade, and /usr/ports/net/cvsup-without-gui % cd /usr/ports/www/lynx ; make ; make install % cd /usr/ports/net/cvsup-without-gui ; make ; make install 3) created /root/ports-supfile from template % cp /usr/share/examples/cvsup/ports-supfile /root/ports-supfile I changed 2 things on this file. You could of course choose a different cvsup host. %diff /usr/share/examples/cvsup/ports-supfile /root/ports-supfile 51c51 < *default host=CHANGE_THIS.FreeBSD.org --- > *default host=cvsup10.FreeBSD.org 58c58 < *default compress --- > #*default compress 3) Run this to update ports (take a coffee break after starting) % cvsup -g -L 2 /root/ports-supfile 4) Run this update ports index (Lunchtime!) % portsdb -Uu # The command below updates all installed ports and dependencies. This could be dangerous later down the line. % portupgrade -arR --FREEBSD Port Tricks-- : to tell if any of the installed ports need upgrading run this: % portversion -l "<" Trick to list dependencies: % cd /usr/ports/www/rt3 % make pretty-print-build-depends-list Searching for a ports by keyword: % cd /usr/ports % make search key=dvd | more by name: % make search name=netscape | more update port listing (takes awhile to run) % make index display info on installed packages % pkg_info -ac more detail info pkg_info -a show postinstall messages (in case there is postconfig): % pkg_info -xD lynx show file locations: % pkg_info -xL lynx | more To check if port is a dependency from another port: % pkg_info -R lynx-2.8.4.1d --END FREEBSD Port Tricks0-- 6) Now update Perl to 5.8 (thanks RT community for telling me how to do this) cd /usr/ports/lang/perl5.8 ; make clean ; make install #command below tells perl to use the 5.8 perl instead of the 5.00x system installed perl % use.perl port #below tells me what I'm using % perl -v # if you dedide to go back to using the original perl run this ### "use.perl system" 6) Get MCPAN up and going. First get the CPAN dependencies INSTALLED for MCPAN build % pwd cd /usr/ports/archivers/unzip ; make ; make install cd /usr/ports/ftp/wget ; make ; make install cd /usr/ports/ftp/ncftp3 ; make ; make install #Now install CPAN # ftp://ftp.perl.org/pub/CPAN/MIRRORED.BY has lists of good CPAN sites % perl -MCPAN -e shell % install Bundle::CPAN 7) install mysql install mysql server % cd /usr/ports/databases/mysql40-server ; make WITH_OPENSSL=yes; make install % /usr/local/bin/mysqld_safe & % /usr/local/bin/mysqladmin -u root password 'mypasswenthere' % /usr/local/bin/mysql -p to check password 8) install Apache with SSL (you may not want SSL) #now install apache % /usr/ports/www/apache13-modssl ; make ; make install # note this is startup script /usr/local/etc/rc.d/apache.sh-dist 9) install mod_perl, tell it to use modssl build cd /usr/ports/www/mod_perl #changed to this on mod_perl Makefile APACHE_PORT?= ${PORTSDIR}/www/apache13-modssl cd /usr/ports/www/mod_perl ; make clean install && make clean cd /usr/ports/www/apache13-modssl ; make reinstall ##got error so... cd /usr/ports/www/apache13-modssl ; make deinstall ; make reinstall 10) Rather than going with the RT port (which at the time was 3.04, I downloaded the newest RT at the time 3.0.5 (into /usr/local/src), it could be argued that it would be easier to just use the RT port. Shortly after my install I noticed the RT port was updated to 3.0.5) test RT dependencies: % perl /usr/local/src/rt-3-0-5/sbin/rt-test-dependencies --with-mysql #install RT prereqs #install prereqs for HTML mason % perl -MCPAN -e shell cpan> install Params::Validate cpan> install Exception::Class cpan> install Class::Container cpan> install Scalar::Util cpan> install Cache::Cache cpan> install MLDBM cpan> install FreezeThaw cpan> install Apache::Session cpan> install HTML::Mason #MAILGATE dependencies cpan> install HTML::TreeBuilder cpan> install HTML::FormatText cpan> install LWP::UserAgent #CORE dependencies cpan> install Test::Inline cpan> install Class::ReturnValue cpan> install DBIx::SearchBuilder cpan> install Text::Template cpan> install Log::Dispatch cpan> install Locale::Maketext cpan> install Locale::Maketext::Lexicon cpan> install Locale::Maketext::Fuzzy cpan> install MIME::Entity cpan> install Text::Wrapper cpan> install Time::ParseDate cpan> install Text::Autoformat cpan> install Text::Quoted DEV dependencies: ###Note I couldn't get this right from CPAN so I ended up installing from port instead. ###You can probably skip straight to port install. cpan> install WWW::Mechanize make test had returned bad status, won't install without force possible unmet dependecies for test... cpan> install Test::Pod cpan> install Test::Warn still failed installed using cpan, so did from port below % cd /usr/ports/www/p5-WWW-Mechanize ; make clean ; make install #all dependencies met :-) 11) Create user rt3 in the rt3 group (look at this if you need user creation tips): http://www.onlamp.com/pub/a/bsd/2001/01/03/FreeBSD_Basics.html 12) now install rt3 (I like it in /usr/local/ better than the default /opt but suit yourself) % ./configure --with-mysql --prefix=/usr/local/rt3 --with-web-user=www --with-web-group=www --with-db-rt-user=rt3 --with-rt-group=rt3 --with-db-rt-pass=mypasswordwent here % make install 13)Edit your SiteConfig % vi /usr/local/rt3/etc/RT_SiteConfig.pm ---mine looks like this:----------------------------------------------- --- change myserver, myrtname, myemail substitute to match your setup-- ---I prefer using an Alias of /rt3 rather than a virtualhost----------- ---I like using https instead of http---------------------------------- 1; $Timezone='US/Pacific'; $CorrespondAdddress='rt at myserver.mycompany.com'; $WebBaseURL='https://myserver.mycompany.com'; $WebPath='/rt3'; Set($rtname , "myrtname"); Set($Organization , "myserver.mycompany.com"); Set($OwnerEmail , 'myemail at mycompany.com'); Set($CorrespondAddress , 'rt at myserver.mycompany.com'); Set($CommentAddress , 'rt at myserver.mycompany.com'); ----------------------------------------------------------------------- 14)Add tables to mysql % make initialize-database 13) Add httpd.conf directives % vi /usr/local/etc/apache/httpd.conf #Note: I'm not sure whether or not I needed theNoAuth alias ##################RT############################# Alias /rt3/rt3/NoAuth/images/ /usr/local/rt3/share/html/NoAuth/images Alias /rt3 /usr/local/rt3/share/html/ PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason PerlModule Apache::DBI Options FollowSymLinks AllowOverride All ###############END RT############################# 14) Apache not Quite working yet, what I did to fix DBI error message. #Both of these attempts to start apached failed (note it did work before adding httpd.conf directives in step 13) % /usr/local/sbin/apachectl startssl % /usr/local/sbin/apachectl start Syntax error on line 1333 of /usr/local/etc/apache/httpd.conf: Can't locate Apache/DBI.pm in @INC (@INC contains: /usr/local/lib/perl5/site_perl/5.8.0/i386-freebsd /usr/local/lib/perl5/site_perl/5.8.0/mach /usr/local/lib/perl5/site_perl/5.8.0 /usr/local/lib/perl5/site_perl /usr/local/lib/perl5/5.8.0/BSDPAN /usr/local/lib/perl5/5.8.0/mach /usr/local/lib/perl5/5.8.0 . /usr/local/ /usr/local/lib/perl) at (eval 6) line 3. /usr/local/sbin/apachectl start: httpd could not be started #try to fix DBI % cd /usr/ports/databases/p5-DBI ; make clean ; make install #nope, try again % cd /usr/ports/databases/p5-DBI ; make deinstall ; make reinstall #no dice trying this %perl -MCPAN -e shell cpan> install Apache::DBI % /usr/local/sbin/apachectl startssl #Web Interface is up :-) # Note: For me sendmail, mysql, and apache were already running, but sometimes I forget this when testing or just after a reboot. This is a good thing to doublecheck. 15) #Logged into web interface using defaults #User= "root" #Password = "password" #Changed root Password to something else #gave "everyone" create and reply permission in general queue (so sending an email will create ticket). 16) Add lines below to /etc/aliases - run newaliases to make changes in alias file take effect. #so mail to rt at myserver.mycomany.com goes into general queue, rt-comment at mysever adds comment to existing ticket #---- rt: "|/usr/local/rt3/bin/rt-mailgate --queue general --action correspond --url http://myserver.mycompany.com/rt3/" rt-comment: "|/usr/local/rt3/bin/rt-mailgate --queue general --action comment --url http://myserver.mycompany.com/rt3/" #---- % newaliases 17) So now that RT is running I want to Add On to it: #downloaded and unzipped RTFM 2.0.0 from http://fsck.com/pub/rt/release/ to /usr/local/src changed RT prefix in Makefile since I installed in /usr/local/ instead of /opt #RT_PREFIX = /opt/rt3 RT_PREFIX = /usr/local/rt3 % cd /usr/local/src/rtfm-2-0-0 ; make install # restart Apache to test interface, it works :-) %/usr/local/sbin/apachectl stop && /usr/local/sbin/apachectl startssl 18) I just noticed a new RT release that has bug fixes for RTFM, decide to upgrade. #download and unzip src cd /usr/local/src/rt-3-0-6 % ./configure --with-mysql --prefix=/usr/local/rt3 --with-web-user=www --with-web-group=www --with-db-rt-user=rt3 --with-rt-group=rt3 --with-db-rt-pass=mypasswordwenthere $ make upgrade % ls etc/upgrade # "2.1.71" was listed % /usr/local/rt3/sbin/rt-setup-database --action insert --datafile etc/upgrade/2.1.71 % /usr/local/sbin/apachectl stop && /usr/local/sbin/apachectl startssl 19) I decided to install Statistics Package #statistics package #meet prereqs (libgd and GD::Graph) % make search name=gd #this is how I searched for correct ports % cd /usr/ports/graphics/gd ; make ; make install % cd /usr/ports/graphics/p5-GD-Graph3d ; make ; make install # download stats package http://www.fsck.com/pub/rt/contrib/3.0/ # I gunzipped and untared and then moved folders to correct location (for me). % mv Statistics /usr/local/rt3/local/html % mv Elements /usr/local/rt3/local/html #stats are generally working, but not the graph (I believe this worked in 3.0.5, the author is working on a fix). 20) I noticed that I had 2 copies of every scrip, removed 2nd copy (This has happend to me before, I'm not sure if it's me or RT) From WebRT choose Configruation:Global:Scrips On Correspond Open Tickets with template Blank On Create Autoreply To Requestors with template Autoreply On Create Notify AdminCcs with template Transaction On Correspond Notify AdminCcs with template Admin Correspondence On Correspond Notify Requestors and Ccs with template Correspondence On Correspond Notify Other Recipients with template Correspondence On Comment Notify AdminCcs as Comment with template Admin Comment On Comment Notify Other Recipients as Comment with template Correspondence On Resolve Notify Requestors with template Resolved 21) I decided to sign my own SSL certificate, instead of using the default "snakeoil" one or purchasing one. I followed instructions here to make a self-signed certificate http://www.thawte.com/html/SUPPORT/server/softwaredocs/modssl.html % openssl genrsa -out myserver.mycompany.com.key 1024 % openssl req -new -key myserver.mycompany.com.key -out myserver.mycompany.com.csr % openssl x509 -req -days 10000 -in myserver.mycompany.com.csr -signkey myserver.mycompany.com.key -out myserver.mycompany.com.crt #Gave path to newly generated certificates in httpd.conf #SSLCertificateFile /usr/local/etc/apache/ssl.crt/server.crt SSLCertificateFile /usr/local/etc/apache/ssl.crt/myserver.mycompany.com.crt #SSLCertificateKeyFile /usr/local/etc/apache/ssl.key/server.key SSLCertificateKeyFile /usr/local/etc/apache/ssl.key/myserver.mycompany.com.key #restarted apache /usr/local/sbin/apachectl stop && /usr/local/sbin/apachectl startssl 22) I wanted PHP too, although you don't need this for RT INSTALL PHP % cd /usr/ports/www/mod_php4 ; make ; make install (added in addition to defaults: mcrypt, mhash, openldap2, openssl, postgresql by checking the box when prompted) #I added these lines to httpd.conf AddType application/x-httpd-php .php AddType application/x-httpd-php-source .phps #restarted apache /usr/local/sbin/apachectl stop && /usr/local/sbin/apachectl startssl --------- I hope that was useful I appreciate all the help I've gotten from the RT community. --------- From request_tracker at acerhomes.com Sat Oct 4 09:56:47 2003 From: request_tracker at acerhomes.com (Rommie) Date: Sat, 4 Oct 2003 13:56:47 -0000 (UTC) Subject: [rt-users] Step-by-Step instructions: FreeBSD4.8 RT3.0.5 (upgraded to 3.0.6), apache13-modssl, mod_perl, mysql, RTFM, Statistics In-Reply-To: <3F7E585A.5090905@uclink.berkeley.edu> References: <20030605182502.27879.75898.Mailman@pallas.eruditorum.org> <3F61E4E1.6000505@uclink.berkeley.edu> <1063600285.30567.125.camel@newton.aipo.gov.au> <3F7E585A.5090905@uclink.berkeley.edu> Message-ID: <1547.177.177.177.29.1065275807.squirrel@_default_> This is very nice, Mike. I hope somebody will post also for RH9 since availble docs for RH is almost obsolete already. ---rommie From request_tracker at acerhomes.com Sat Oct 4 11:11:48 2003 From: request_tracker at acerhomes.com (Rommie) Date: Sat, 4 Oct 2003 15:11:48 -0000 (UTC) Subject: [rt-users] Recall : How to start with Approvals? Message-ID: <1751.177.177.177.29.1065280308.squirrel@_default_> 1) I'm planning to have different approving officer for each queue, do I need to create different templates under each queue (not global)? 2) If I have 3 queue, (system, technical, others), then I created different template (#1) under each queue, where should I put my scrip, for each queue or under global? I confused... ---rommie -----Original Message----- 1) Create a global (or not) template. This template will be used to create "approval tickets". Name it as you want, and but the text between the "--------" below in "content" section. ---------------------------- ===Create-Ticket: codereview Subject: Code review for {$Tickets{'TOP'}->Subject} Queue: Approbations Type: Approval Depended-On-By: {$Tickets{'TOP'}->Id} Content: Someone has created a ticket. you should review and approve it, so they can finish their work ENDOFCONTENT -------------------------- When fired, this template creates a ticket in queue "approbations" (change it for your queue) of type "approval" and links it to the parent ticket. 2) Create a scrip in your main queue (in order to avoid loops in tickets and approval creation, they should not reside in the same queue). Parameters are : - Condition : On creation - Action : Create ticket - Model : using template above. 3) Now, if you create a new ticket in your main queue, a children ticket of type approval will be automatically created in the approval queue. you'll see it by clicking on the "approbation" link. You can approve, reject, or do nothing on the ticket. This is a very basic example just to give you a start. You can find more details in Jesse's documentation on which variables can be used in ticket creation to get some more useful behaviour. Blaise. From cubic at acronis.ru Sat Oct 4 07:17:02 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Sat, 04 Oct 2003 15:17:02 +0400 Subject: [rt-users] quick trick: "RT at a glance" on 2.0 In-Reply-To: <20031003235338.GQ30655@fsck.com> References: <3F7C7AE8.9040008@dimstar.net> <3F7D616F.1000901@acronis.ru> <20031003235338.GQ30655@fsck.com> Message-ID: <3F7EAC2E.7020702@acronis.ru> Jesse Vincent wrote: > > >>As I see all people customise home page, but all of them have to change >>RT's Mason pages, add ellements or do copy-paste... >>It would be really good to do flexible home page layout customisation. >> >>Something like this: >>User say in some way - "I want block with Tickets with status open or >>new ordered by priority then queue and status, block must contain next >>Ticket fields: Subj, Requestor..." >> >> > >Fully customisable user interface would be terribly nice, wouldn't it? >I can't promise when it's going to hit the mainline, but I expect that >chunks of RT's homepage will look something like this in the future: > > >% my $rows = 10; >% my $search = RT::Tickets->new($session{'CurrentUser'}); >% $search->FromSQL('Requestors = "'.$session{CurrentUser}->EmailAddress.'" AND (Status = "new" OR Status = "open")'); >% $search->OrderBy( FIELD => 'Priority', ORDER => 'descending'); >% $search->RowsPerPage($rows); ><& /Elements/View/CollectionAsTable, Collection => $search, Attributes=>[ > {Name => 'id',Link => '/Ticket/Display.html?id=##id##'}, > {Name => 'Subject',Link => '/Ticket/Display.html?id=##id##'}, > 'Priority', 'Owner'], > Title => loc('My [_1] highest priority requested tickets', $rows) &> > > > >Please do note that this is a first cut that hasn't yet been settled >upon nor had its syntax tweaked. But I do have dev code that uses this >and works ;) When it's more ready for public scrutiny, don't worry, I'll >let the public scrutinize it. > > > I really glad to see that work is going on. I become bored without commits :) From request_tracker at acerhomes.com Sat Oct 4 12:17:30 2003 From: request_tracker at acerhomes.com (Rommie) Date: Sat, 4 Oct 2003 16:17:30 -0000 (UTC) Subject: [rt-users] Auto Login Message-ID: <1917.177.177.177.29.1065284250.squirrel@_default_> We have an intranet setup wherein our users log with password into the system. I created a link to this request tracker system. I setup RT using their same userid and password How can I pass this userid and password to RT so that there is no need for them to login again (bypass the RT login screen) ? ---rommie From seph at directionless.org Sat Oct 4 07:41:33 2003 From: seph at directionless.org (seph) Date: Sat, 04 Oct 2003 07:41:33 -0400 Subject: [rt-users] Re: Auto Login In-Reply-To: <1917.177.177.177.29.1065284250.squirrel@_default_> (request_tracker@acerhomes.com's message of "Sat, 4 Oct 2003 16:17:30 -0000 (UTC)") References: <1917.177.177.177.29.1065284250.squirrel@_default_> Message-ID: > We have an intranet setup wherein our users log with password into the > system. I created a link to this request tracker system. I setup RT using > their same userid and password > > How can I pass this userid and password to RT so that there is no need for > them to login again (bypass the RT login screen) ? use external auth. seph From cubic at acronis.ru Sat Oct 4 12:12:20 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Sat, 04 Oct 2003 20:12:20 +0400 Subject: [rt-users] Re: Auto Login In-Reply-To: References: <1917.177.177.177.29.1065284250.squirrel@_default_> Message-ID: <3F7EF164.4030003@acronis.ru> seph wrote: >>We have an intranet setup wherein our users log with password into the >>system. I created a link to this request tracker system. I setup RT using >>their same userid and password >> >>How can I pass this userid and password to RT so that there is no need for >>them to login again (bypass the RT login screen) ? >> >> > >use external auth. > >seph > > As I understand Rommie want to use user's PC session credentials to login in RT. Noway to do it. There is no standart on tracking sessions through HTTP in the world. RT uses cookies, other system uses basic auth, query string, ip and so, so... becouse of it IE and other browser couldn't provide any interface for other parts of system that allow force auto login in RT. workaround: you could change cookies behavior, namely, set them expiration period (security caveats here). From contact at realcarbonneau.com Sat Oct 4 17:05:47 2003 From: contact at realcarbonneau.com (Real Carbonneau) Date: Sat, 04 Oct 2003 17:05:47 -0400 Subject: [rt-users] Worked time cumulated In-Reply-To: <001801c389c1$82edc5a0$663da8c0@headoffice.viaconsultants.com> Message-ID: <002601c38abb$4bc2f050$6401a8c0@main> When time is entered for either a reply or a comment, the time is cumulated with the current total time. This works in my system also (3.0.5). Real -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Rejean Chartier Sent: Friday, October 03, 2003 11:18 AM To: rt-users at lists.fsck.com Subject: [rt-users] Worked time cumulated Hi All When we update the worked time, we always need to override the Time in the field. I did not see a place where the RT system cumulated the worked time. In RT history we have the worked time transaction. Do we have the worked time cumulated? This situation is due to multi technicians worked on the same ticket. 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 seph at directionless.org Sun Oct 5 00:12:20 2003 From: seph at directionless.org (seph) Date: Sun, 05 Oct 2003 00:12:20 -0400 Subject: [rt-users] Re: Auto Login In-Reply-To: <3F7EF164.4030003@acronis.ru> (Ruslan U. Zakirov's message of "Sat, 04 Oct 2003 20:12:20 +0400") References: <1917.177.177.177.29.1065284250.squirrel@_default_> <3F7EF164.4030003@acronis.ru> Message-ID: >>>We have an intranet setup wherein our users log with password into the >>>system. I created a link to this request tracker system. I setup RT using >>>their same userid and password > As I understand Rommie want to use user's PC session credentials to > login in RT. Oh, you mean like logging into a windows domain? I agree then, very hard or impossible. I assume he meant some web based intranet -- and if apache can get at the data, rt can as well. > Noway to do it. There is no standart on tracking sessions through HTTP > in the world. RT uses cookies, other system uses basic auth, query > string, ip and so, so... rt can be trivially adapted to use whatever your other http things use. seph From pdh at snapgear.com Sun Oct 5 05:47:57 2003 From: pdh at snapgear.com (Phil Homewood) Date: Sun, 5 Oct 2003 19:47:57 +1000 Subject: [rt-users] multiple instances of rt on same server In-Reply-To: <3F7DD4FB.3000207@acronis.ru> References: <3F7D9736.1070705@realhost.dk> <3F7DD4FB.3000207@acronis.ru> Message-ID: <20031005094757.GA657@moreton.com.au> Ruslan U. Zakirov wrote: > I don't know that FastCGI support more then one RT, It can indeed. fastcgi plays nicely with multiple apps. > But you could setup several RT with one on FastCGI, another on mod_perl > or mod_perl+another instance of apache. That's another option, too. -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From pdh at snapgear.com Sun Oct 5 05:53:07 2003 From: pdh at snapgear.com (Phil Homewood) Date: Sun, 5 Oct 2003 19:53:07 +1000 Subject: [rt-users] Postgres, Perl 5.8.1, RT 3.0.6 install woes In-Reply-To: References: Message-ID: <20031005095307.GB657@moreton.com.au> Jeff Blaine wrote: > So, I take it I need to rebuild PostgreSQL and probably DBD::Pg, right? Probably. It couldn't hurt :^) > Any idea on the second error? This is Solaris 7 and syslogd is of course > running. Log::Dispatch::Syslog failed in a different creative way on Solaris under 5.8.0. Simplest workaround is to disable LogToSyslog in your RT_SiteConfig, and log to file instead. > Are the myriad requisite modules for RT tested to work properly with > Perl 5.8.1? If not, what is the recommended version of Perl to use at > this point? I don't know how much testing has been done under 5.8.1; 5.8.0 is generally known to work pretty well. -- 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 request_tracker at acerhomes.com Mon Oct 6 07:30:49 2003 From: request_tracker at acerhomes.com (Rommie) Date: Mon, 6 Oct 2003 11:30:49 -0000 (UTC) Subject: [rt-users] Re: Auto Login In-Reply-To: References: <1917.177.177.177.29.1065284250.squirrel@_default_> <3F7EF164.4030003@acronis.ru> Message-ID: <1768.177.177.177.29.1065439849.squirrel@_default_> So its not possible I can call http://rt.mydomain.com?userid=rommie,pass=EnCrYpTedPaSsWoRd Thanks anyway. ---rommie >>>>We have an intranet setup wherein our users log with password into >>>> the system. I created a link to this request tracker system. I setup >>>> RT using their same userid and password > >> As I understand Rommie want to use user's PC session credentials to >> login in RT. > > Oh, you mean like logging into a windows domain? I agree then, very hard > or impossible. I assume he meant some web based intranet -- and if > apache can get at the data, rt can as well. > >> Noway to do it. There is no standart on tracking sessions through HTTP >> in the world. RT uses cookies, other system uses basic auth, query >> string, ip and so, so... > > rt can be trivially adapted to use whatever your other http things use. > > 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 ---rommie From cubic at acronis.ru Mon Oct 6 05:31:05 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 06 Oct 2003 13:31:05 +0400 Subject: [rt-users] Re: Auto Login In-Reply-To: <1768.177.177.177.29.1065439849.squirrel@_default_> References: <1917.177.177.177.29.1065284250.squirrel@_default_> <3F7EF164.4030003@acronis.ru> <1768.177.177.177.29.1065439849.squirrel@_default_> Message-ID: <3F813659.7080108@acronis.ru> It's possible that you call http://rt.mydomain.com/index.html?user=&pass= Rommie wrote: >So its not possible I can call >http://rt.mydomain.com?userid=rommie,pass=EnCrYpTedPaSsWoRd > >Thanks anyway. > >---rommie > > > > >>>>>We have an intranet setup wherein our users log with password into >>>>>the system. I created a link to this request tracker system. I setup >>>>>RT using their same userid and password >>>>> >>>>> >>>As I understand Rommie want to use user's PC session credentials to >>>login in RT. >>> >>> >>Oh, you mean like logging into a windows domain? I agree then, very hard >>or impossible. I assume he meant some web based intranet -- and if >>apache can get at the data, rt can as well. >> >> >> >>>Noway to do it. There is no standart on tracking sessions through HTTP >>>in the world. RT uses cookies, other system uses basic auth, query >>>string, ip and so, so... >>> >>> >>rt can be trivially adapted to use whatever your other http things use. >> >>seph >>_______________________________________________ >> >> > >---rommie > > > From mwatson at netspace.net.au Mon Oct 6 02:43:31 2003 From: mwatson at netspace.net.au (Matthew Watson) Date: Mon, 06 Oct 2003 14:43:31 +0800 Subject: [rt-users] TIP for mysql config Message-ID: <774458140.1065451411@snowblind> If you are running mysql4, which you should be :) make sure you turn on the query caching, it REALLY speeds things up (with rt2, I assume it will also with rt3). Regards, Matt. From jesse at bestpractical.com Mon Oct 6 07:04:10 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 6 Oct 2003 07:04:10 -0400 Subject: [rt-users] [rt-announce] RTFM 2.0.1 - Minor bugfix release Message-ID: <20031006110410.GB30655@fsck.com> I'm pleased to announce the immediate availability of RTFM 2.0.1. This version fixes a small bug in 2.0.0 that would prevent some custom field values from being properly displayed when RTFM articles were included in ticket replies. A fix for this issue is the only change from RTFM 2.0.0. Best, Jesse (from the *$ at 93 Euston Road, London) -- 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 khera at kcilink.com Mon Oct 6 10:27:04 2003 From: khera at kcilink.com (Vivek Khera) Date: Mon, 6 Oct 2003 10:27:04 -0400 Subject: [rt-users] Postgres, Perl 5.8.1, RT 3.0.6 install woes In-Reply-To: References: Message-ID: <16257.31672.188316.124047@yertle.int.kciLink.com> >>>>> "JB" == Jeff Blaine writes: JB> Are the myriad requisite modules for RT tested to work properly with JB> Perl 5.8.1? If not, what is the recommended version of Perl to use at JB> this point? I wouldn't count on it. Read the perldetla for 5.8.1 and pay particular attention to the multi-byte (unicode) support changes. Things were silently done behind the scenes in 5.8.0 are no longer done in 5.8.1. I'm sure 5.8.0 will work, as that's what I use. I haven't upgraded to 5.8.1 just yet. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Vivek Khera, Ph.D. Khera Communications, Inc. Internet: khera at kciLink.com Rockville, MD +1-240-453-8497 AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/ From jesse at bestpractical.com Mon Oct 6 11:13:21 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 6 Oct 2003 11:13:21 -0400 Subject: [rt-users] Postgres, Perl 5.8.1, RT 3.0.6 install woes In-Reply-To: <16257.31672.188316.124047@yertle.int.kciLink.com> References: <16257.31672.188316.124047@yertle.int.kciLink.com> Message-ID: <20031006151321.GC30655@fsck.com> On Mon, Oct 06, 2003 at 10:27:04AM -0400, Vivek Khera wrote: > >>>>> "JB" == Jeff Blaine writes: > > JB> Are the myriad requisite modules for RT tested to work properly with > JB> Perl 5.8.1? If not, what is the recommended version of Perl to use at > JB> this point? > > I wouldn't count on it. Read the perldetla for 5.8.1 and pay > particular attention to the multi-byte (unicode) support changes. > Things were silently done behind the scenes in 5.8.0 are no longer > done in 5.8.1. I'm sure 5.8.0 will work, as that's what I use. I > haven't upgraded to 5.8.1 just yet. The myriad requisite modules are still required. And we've caught a couple of issues with fixes in 5.8.1 that don't yet play well with RT. We expect to release an updated version of RT within the next several weeks. > -- > =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= > Vivek Khera, Ph.D. Khera Communications, Inc. > Internet: khera at kciLink.com Rockville, MD +1-240-453-8497 > AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/ > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From Samuel.Senoner at eurac.edu Mon Oct 6 11:30:56 2003 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Mon, 6 Oct 2003 17:30:56 +0200 Subject: [rt-users] Limiting Who Can Open Tickets Message-ID: <8ABC35686C73554691F3481C4023BE5EF172E3@abz01be.eurac.edu> Here a very simple diff, to accept tickets by mail only from users already in the user DB. I added some lines as comment to explain how and what is done here. I will made other changes (include the template autoreject) and post them. It works from 3.0.5 on, or 3.0.4 with change 196 or edit 26 on file mail.pm If not, there is no response for the deleted mail. --- /usr/share/perl5/RT/Interface/Email/Auth/MailFrom.pm 2003-09-30 15:18:59.000000000 +0200 +++ /usr/share/perl5/RT/Interface/Email/Auth/MailFrom_Local.pm 2003-10-06 18:23:45.000000000 +0200 @@ -47,8 +47,13 @@ if ( $CurrentUser->Id ) { return ( $CurrentUser, 1 ); } - + # here we just checked if the e-mail addres corresponds to an existent user + # If there was one auth is set to 1 and the ticket is created + # In the next part a new user is created, if another did'nt exist + # If you don't want new users to be created on submission of tickets + + return ( $args{'CurrentUser'}, -1 ); # If the user can't be loaded, we may need to create one. Figure out the acl situation. my $unpriv = RT::Group->new($RT::SystemUser); Samuel -----Original Message----- From: Stevo [mailto:checkpoint at ozbergs.com] Sent: Tuesday,30 September,2003 22:51 To: rt-users at lists.fsck.com Hey All, Is there a way to limit who can create a ticket via email?? Right now I have an email address that people use to create tickets and it gets a little bit of spam and each time I get spam it opens a new ticket. I'd like to be able to restrict the opening of tickets from people who are either at a specific domain or have accounts on our RT system. From stefan at kornhuber.com Mon Oct 6 14:04:09 2003 From: stefan at kornhuber.com (Stefan Kornhuber) Date: Mon, 06 Oct 2003 20:04:09 +0200 Subject: [rt-users] problems apache 2.0.47, perl 5.8.1, rt 3-0-6 Message-ID: <3F81AE99.90104@kornhuber.com> Hello! I couldn't start the apache server since upgrading my system. I get following errors from the Apache: ----------------------------------------------------------------------- server1:~# /usr/local/apache2047/bin/apachectl start [Mon Oct 06 20:10:13 2003] [error] Can't locate loadable object for module Apache::Constants in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.8.1 /usr/local/share/perl/5.8.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8.1 /usr/share/perl/5.8.1 /usr/local/lib/site_perl /usr/local/lib/perl/5.8.0 /usr/local/share/perl/5.8.0 . /usr/local/apache2047/ /usr/local/apache2047/lib/perl) at /usr/lib/perl5/mod_perl.pm line 14 Compilation failed in require at /usr/lib/perl5/Apache.pm line 6. BEGIN failed--compilation aborted at /usr/lib/perl5/Apache.pm line 6. Compilation failed in require at /usr/share/perl/5.8.1/CGI.pm line 189. Compilation failed in require at /opt/rt3/bin/webmux.pl line 54. BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 54. Compilation failed in require at (eval 1) line 1. [Mon Oct 06 20:10:13 2003] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server rt.intra.kornhuber.com:0, exiting... ---------------------------------------------------------------------- Thx for your help. Steve From michael1.johnson at citigroup.com Mon Oct 6 17:06:10 2003 From: michael1.johnson at citigroup.com (Johnson, Michael1 [IT]) Date: Mon, 6 Oct 2003 17:06:10 -0400 Subject: [rt-users] Solaris 8 new install. Message-ID: <159DF57E62CDD5118FCA0002A51352B008C3E00C@EXCHNY36.ny.ssmb.com> Hi all, I am new to RT and installing on solaris 8. I get [Mon Oct 6 17:01:23 2003] [error] Can't locate object method "new" via package "RT::Handle" at /usr/local/rt/lib/RT.pm line 147. I checked the faq and it suggested I make sure I have the spelling of my db correct. It is set to Pg. I am using postgres database. Here is my apache info. Apache/1.3.27 (Unix) mod_jk/1.2.1 mod_perl/1.27 mod_ssl/2.8.12 OpenSSL/0.9.7 PHP/4.3.3 configured -- resuming normal operations Has anyone else had this issue? Thanks -MJ From ahorn at deorth.org Mon Oct 6 17:50:36 2003 From: ahorn at deorth.org (Alan Horn) Date: Mon, 6 Oct 2003 14:50:36 -0700 (PDT) Subject: [rt-users] User Rights conundrum.... Message-ID: I have a problem that hopefully someone out there can help with : o Customers submit cases from potentially a variety of email addresses. o For simplification, we want to give a customer a single login to RT to check status on tickets. o We want this login to be able to look at a give queue, and view and comment on the individual tickets in that queue. o We don't want the customer to do or see anything else. I've tried setting up per queue group and user rights to do this but it seems a little permissive, letting the login look at and modify other aspects of the ticket. Because we send mail to this queue, we also have the everyone group setup with the following rights : CreateTicket, CommentOnTicket, ReplyToTicket, ModifySelf (to let folks change passwords) I don't know if this is conflicting with the per user rights I want to setup, or if this is another problem. Has anyone solved this problem ? Any help gratefully received :) Cheers, Al From ahorn at deorth.org Mon Oct 6 17:59:56 2003 From: ahorn at deorth.org (Alan Horn) Date: Mon, 6 Oct 2003 14:59:56 -0700 (PDT) Subject: [rt-users] User Rights conundrum.... In-Reply-To: Message-ID: Ignore me.. sorry for the spam. The permissions I set do work as expected. However, the interface still displays a lot of extra (unneeded in this case) content in the Jumbo, People, Dates tabs etc... Any simple way to turn this off for a given user ? On Mon, 6 Oct 2003, Alan Horn wrote: >Date: Mon, 6 Oct 2003 14:50:36 -0700 (PDT) >From: Alan Horn >To: rt-users at lists.fsck.com >Subject: [rt-users] User Rights conundrum.... > > >I have a problem that hopefully someone out there can help with : > > o Customers submit cases from potentially a variety of email addresses. > > o For simplification, we want to give a customer a single login to RT to > check status on tickets. > > o We want this login to be able to look at a give queue, and view and > comment on the individual tickets in that queue. > > o We don't want the customer to do or see anything else. > >I've tried setting up per queue group and user rights to do this but it >seems a little permissive, letting the login look at and modify other >aspects of the ticket. > >Because we send mail to this queue, we also have the everyone group setup >with the following rights : > >CreateTicket, CommentOnTicket, ReplyToTicket, ModifySelf (to let folks >change passwords) > >I don't know if this is conflicting with the per user rights I want to >setup, or if this is another problem. > >Has anyone solved this problem ? Any help gratefully received :) > >Cheers, > >Al > > > > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From pdh at snapgear.com Mon Oct 6 18:13:18 2003 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 7 Oct 2003 08:13:18 +1000 Subject: [rt-users] RT not notifying requestors of replies In-Reply-To: <08E658153EA8244B922DC7A69064EFE90F9831@pnlmse23.pnl.gov> References: <08E658153EA8244B922DC7A69064EFE90F9831@pnlmse23.pnl.gov> Message-ID: <20031006221318.GK606@moreton.com.au> Jackson, Scott M wrote: > I am able to create new tickets either from the web or via email. When a > new ticket is created, email is is going out to the watchers of the queue > correctly. However, when a reply is made to an open ticket, either via > the web, or via email, the ticket is appended with the reply, but no > email goes out to the requestor notifying him of the update. Look for $NotifyActor in your RT_Config.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 Mon Oct 6 18:16:37 2003 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 7 Oct 2003 08:16:37 +1000 Subject: [rt-users] Owner not in the most scrips? In-Reply-To: References: Message-ID: <20031006221637.GL606@moreton.com.au> Jim Rowan wrote: > Further, examining the default actions (as documented in the draft > manual) and the list of items in the action pulldown on a scrip, it > appears that there are no groupings that include the owner. (The manual > talks about "Notify All Watchers" but that isn't in 3.0.6 (upgraded from > 3.0.4), it appears.). NotifyAllWatchers was unfortunately named. It has since been renamed to the somewhat more intuitive "Notify Requestors, Ccs and AdminCcs" which better explains what it does. An owner isn't necessarily a watcher. However you should find "Notify Owner" and "Notify Owner as Comment" scrips which do what you want. -- 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 Mon Oct 6 18:19:01 2003 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 7 Oct 2003 08:19:01 +1000 Subject: [rt-users] Step-by-Step instructions: FreeBSD4.8 RT3.0.5 (upgraded to 3.0.6), apache13-modssl, mod_perl, mysql, RTFM, Statistics In-Reply-To: <3F7E585A.5090905@uclink.berkeley.edu> References: <20030605182502.27879.75898.Mailman@pallas.eruditorum.org> <3F61E4E1.6000505@uclink.berkeley.edu> <1063600285.30567.125.camel@newton.aipo.gov.au> <3F7E585A.5090905@uclink.berkeley.edu> Message-ID: <20031006221901.GM606@moreton.com.au> Mike Patterson wrote: > This is how I installed RT. It may not be the easiest to install/best > configuration, but it works for me. [snip] Very impressive, but what's wrong with # cd /usr/ports/www/rt3 && make install ? -- 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 request_tracker at acerhomes.com Tue Oct 7 05:50:05 2003 From: request_tracker at acerhomes.com (Rommie) Date: Tue, 7 Oct 2003 09:50:05 -0000 (UTC) Subject: [rt-users] Re: Auto Login In-Reply-To: <3F813659.7080108@acronis.ru> References: <1917.177.177.177.29.1065284250.squirrel@_default_> <3F7EF164.4030003@acronis.ru> <1768.177.177.177.29.1065439849.squirrel@_default_> <3F813659.7080108@acronis.ru> Message-ID: <1132.177.177.177.29.1065520205.squirrel@_default_> Yes it works but the login info can be seen until you click anything on RT. But I can work on it already. Thanks again. ---rommie > It's possible that you call > > http://rt.mydomain.com/index.html?user=&pass= > > Rommie wrote: > >>So its not possible I can call >>http://rt.mydomain.com?userid=rommie,pass=EnCrYpTedPaSsWoRd >> >>Thanks anyway. >> >>---rommie >> >> >> >> >>>>>>We have an intranet setup wherein our users log with password into >>>>>> the system. I created a link to this request tracker system. I >>>>>> setup RT using their same userid and password >>>>>> >>>>>> >>>>As I understand Rommie want to use user's PC session credentials to >>>> login in RT. >>>> >>>> >>>Oh, you mean like logging into a windows domain? I agree then, very >>> hard or impossible. I assume he meant some web based intranet -- and >>> if apache can get at the data, rt can as well. >>> >>> >>> >>>>Noway to do it. There is no standart on tracking sessions through >>>> HTTP in the world. RT uses cookies, other system uses basic auth, >>>> query string, ip and so, so... >>>> >>>> >>>rt can be trivially adapted to use whatever your other http things >>> use. >>> >>>seph >>>_______________________________________________ >>> >>> >> >>---rommie >> >> >> > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 contact at realcarbonneau.com Mon Oct 6 23:35:45 2003 From: contact at realcarbonneau.com (Real Carbonneau) Date: Mon, 06 Oct 2003 23:35:45 -0400 Subject: [rt-users] RT Self Service Download Attachement does not work Message-ID: <01e301c38c84$1b997780$6401a8c0@main> Hi, When attempting to download an attachment from the RT Self Service, the ?My open tickets? list is returned instead of the attachment. This occurs for document attachments and the download of a message. It also occurs when clicking on the link the follows the ?Updated:? Title under the Dates section. Other Notes: The link seems to be pointing to the correct location, when compared to the Staff RT, but have a different (incorrect) result. R?al -------------- next part -------------- An HTML attachment was scrubbed... URL: From smuller at netcommplete.com.au Tue Oct 7 02:45:34 2003 From: smuller at netcommplete.com.au (Scott Muller) Date: Tue, 7 Oct 2003 16:45:34 +1000 Subject: [rt-users] Accessing Specific Customfield Message-ID: <00dd01c38c9e$9c0a0690$6564a8c0@netcommplete.lan> Hi, I have created a custom RT page that shows all the resolved tickets For a selected queue for a selected month. We have created a Custom field Called "Summary" that we use to provude customers with some text about their Tickets. Is there an easy method to display the value of this specific Custom field. At the moment I have reused some code that loops thru all the Custom fields and just displays the "summary" field, but I was hoping to Do something like % print $Ticket->CustomFieldValue{'Summary'} At the moment I use this, which seems ineffecient for my purpose % while (my $CustomField = $CustomFields->Next()) { % my $Values = $Ticket->CustomFieldValues($CustomField->Id); % if ($CustomField->Name == "Summary") { % while (my $Value = $Values->Next()) { % if ($Values->Count()) { % if ($Value->Content == "") { % $summarytxt = "(No Summary)" % } else { % $summarytxt = $Value->Content; % } % print "$summarytxt
\n"; % } % } % } % } ? From stefan at kornhuber.com Tue Oct 7 03:23:56 2003 From: stefan at kornhuber.com (Stefan Kornhuber) Date: Tue, 07 Oct 2003 09:23:56 +0200 Subject: [rt-users] problems apache 2.0.47, perl 5.8.1, rt 3-0-6 Message-ID: <3F826A0C.6@kornhuber.com> Hi Ruslan! I use debian unstable. I have installed all perl modules with the MCPAN according to the test script of the rt system. I'm a little bit confused about the testing script of rt, because rt found perl 5.8.0 and if I use perl --version, I will get 5.8.1. I updated the perl_mod2 of apache to 1.99.10. BTW. I found the Constants.pm in following directories: /usr/share/perl/5.8.1/Locale/Constants.pm /usr/lib/perl5/Apache/Constants.pm But these directories are also in the @INC. thanks Steve Ruslan U. Zakirov wrote: > As I've understand you have upgraded perl to 5.8.1? > If so then you should rebuild all perl modules and mod_perl. > Also what distribution are you using? > > As workaround you could try to find Apache/Constants.pm on your HDD and > include it in @INC. > Good luck. Ruslan. > Stefan Kornhuber wrote: > >> Hello! >> >> I couldn't start the apache server since upgrading my system. >> >> I get following errors from the Apache: >> ----------------------------------------------------------------------- >> server1:~# /usr/local/apache2047/bin/apachectl start >> [Mon Oct 06 20:10:13 2003] [error] Can't locate loadable object for >> module Apache::Constants in @INC (@INC contains: /opt/rt3/local/lib >> /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.8.1 >> /usr/local/share/perl/5.8.1 /usr/lib/perl5 /usr/share/perl5 >> /usr/lib/perl/5.8.1 /usr/share/perl/5.8.1 /usr/local/lib/site_perl >> /usr/local/lib/perl/5.8.0 /usr/local/share/perl/5.8.0 . >> /usr/local/apache2047/ /usr/local/apache2047/lib/perl) at >> /usr/lib/perl5/mod_perl.pm line 14 >> Compilation failed in require at /usr/lib/perl5/Apache.pm line 6. >> BEGIN failed--compilation aborted at /usr/lib/perl5/Apache.pm line 6. >> Compilation failed in require at /usr/share/perl/5.8.1/CGI.pm line 189. >> Compilation failed in require at /opt/rt3/bin/webmux.pl line 54. >> BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 54. >> Compilation failed in require at (eval 1) line 1. >> >> [Mon Oct 06 20:10:13 2003] [error] Can't load Perl file: >> /opt/rt3/bin/webmux.pl for server rt.intra.kornhuber.com:0, exiting... >> ---------------------------------------------------------------------- >> >> Thx for your help. >> >> Steve > > > > > From hwagener at hamburg.fcb.com Tue Oct 7 03:33:57 2003 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 7 Oct 2003 09:33:57 +0200 Subject: [rt-users] User Rights conundrum.... In-Reply-To: References: Message-ID: <9C60F5E8-F898-11D7-A5E6-003065DC18B8@hamburg.fcb.com> On 06.10.2003, at 23:59, Alan Horn wrote: > > Ignore me.. sorry for the spam. The permissions I set do work as > expected. > > However, the interface still displays a lot of extra (unneeded in this > case) content in the Jumbo, People, Dates tabs etc... > > Any simple way to turn this off for a given user ? > Did You have a look at the SelfService Interface? It's easy to miss for privileged users, but try to open $WebBaseURL/SelfService/ to see what I mean. Regards, Harald From apb at cequrux.com Tue Oct 7 05:17:42 2003 From: apb at cequrux.com (Alan Barrett) Date: Tue, 7 Oct 2003 11:17:42 +0200 Subject: [rt-users] User Rights conundrum.... In-Reply-To: References: Message-ID: <20031007091742.GF18029@apb.cequrux.com> On Mon, 06 Oct 2003, Alan Horn wrote: > I have a problem that hopefully someone out there can help with : > > o Customers submit cases from potentially a variety of email addresses. > > o For simplification, we want to give a customer a single login to RT to > check status on tickets. I have a similar desire, and have been experimenting with a solution along the following lines: * Set permissions so that unprivileged users can use the SelfService interface to view their own tickets, and tickets for which they are a CC. * Create a special RT login for the customer, and let several of the customer's employees share the password. Give this special account the ability to access the Selfservice interface. ("Let this user access RT": yes; "Let this user be given rights": no; Password: not null). I'll call this "user X" below. * Let each employee of the customer submit tickets via email as usual. The email addresses from which they do this will not have any rights in RT (not even the ability to access the SelfService interface). I'll call them users A, B and C below. * Write a scrip that adds user X as a CC on tickets created by users A, B and C. At present, I have all the email addresses hard coded in the scrip, with logic like "if requestor matches this regexp then add the following CC". It would be nice to have a more scalable way of doing this, perhaps via extra fields in the database (which the scrip could use), or via the "delegation" system (such as a way of saying "User A delegates to user X all rights that user A would have as the requestor or CC of any ticket"). * Now, when users A, B, or C at the customer submit tickets, the scrip adds user X as a CC. User X can use the SelfService interface to see all the tickets raised by users A, B or C. --apb (Alan Barrett) From jesse at bestpractical.com Tue Oct 7 05:47:27 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 7 Oct 2003 05:47:27 -0400 Subject: [rt-users] Accessing Specific Customfield In-Reply-To: <00dd01c38c9e$9c0a0690$6564a8c0@netcommplete.lan> References: <00dd01c38c9e$9c0a0690$6564a8c0@netcommplete.lan> Message-ID: <20031007094727.GE2236@fsck.com> On Tue, Oct 07, 2003 at 04:45:34PM +1000, Scott Muller wrote: > Hi, > > I have created a custom RT page that shows all the resolved tickets > For a selected queue for a selected month. We have created a Custom field > Called "Summary" that we use to provude customers with some text about their > Tickets. Is there an easy method to display the value of this specific > Custom field. At the moment I have reused some code that loops thru all the > Custom fields and just displays the "summary" field, but I was hoping to > Do something like > > % print $Ticket->CustomFieldValue{'Summary'} Close. $Ticket->FirstCustomFieldValue('Summary'); Note that this probably showed up in 3.0.3 or 3.0.4. Note also that I just woke up, so there's a slight chance I'm on crack. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From Nick.Bown at fundshub.com Tue Oct 7 07:10:24 2003 From: Nick.Bown at fundshub.com (Nick Bown) Date: Tue, 7 Oct 2003 12:10:24 +0100 Subject: [rt-users] syslog.pm problems with RT 3.0.4 on Solaris 9 Message-ID: Hi, I'm trying to track down a mail sending problem on an RT 3.0.4 server and have set: Set($LogToFile , 'debug'); in the config file. The only problem now is that I keep getting: unix passed to setlogsock, but path not available at /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/Syslog.pm line 66 in the apache log. I believe that this is quite a well known problem but I can't find any concrete workarounds in the archives. Has anyone had this problem and resolved it before? I'm running Perl 5.8.0, Apache 1.3.28 and the latest version of Log::Dispatch. Thanks for any advice, Nick Nicholas J. Bown UNIX Administrator ___________________________________________________________________________ This message is intended solely for the use of the individual or organisation to whom it is addressed and may contain confidential or copyrighted information. If you have received this message in error, please reply to the originator and delete it immediately. If you are not the intended recipient, you should not use, copy, alter, disseminate, print or disclose the contents of this message. Information or opinions expressed in this message and/or any attachments are those of the author and are not necessarily those of EFSS Ltd. or its affiliates. EFSS Ltd. accepts no responsibility for loss or damage arising from its use, including damage from viruses. Note: Internet e-mails are not necessarily secure. EFSS Ltd. does not accept responsibility for changes made to this message after it was sent. ___________________________________________________________________________ From sbe at oleane.net Tue Oct 7 08:12:46 2003 From: sbe at oleane.net (Stefan Berder) Date: Tue, 07 Oct 2003 14:12:46 +0200 Subject: [rt-users] Problem with Ticket_Overlay Message-ID: <3F82ADBE.5090101@oleane.net> Hi you all, I would like to use the sub Take of lib/RT/Ticeket_Overlay.pm I use it in lib/RT/Interface/Email.pm, and always get an error: error: Undefined subroutine &RT::Ticket_Overlay::Take called at /opt/rt3-dev/lib/RT/Interface/Email.pm line 695. context: ... 691: return ( 0, "Ticket creation failed", $Ticket ); 692: } 693: 694: require RT::Ticket_Overlay; 695: RT::Ticket_Overlay::Take($Ticket); 696: # ( $status, $msg ) = $Ticket->SetOwner ($CurrentUser, 'Take'); 697: 698: # }}} 699: } ... code stack: /opt/rt3-dev/lib/RT/Interface/Email.pm:695 /opt/rt3-dev/share/html/REST/1.0/NoAuth/mail-gateway:32 I would like to solve this problem and by now i'm going out of ideas ... Thx -- #=- Stefan Berder tel : 4 76 72 -=# #=- Ing?nieur syst?me et r?seau 01 41 21 76 72 -=# #=- TRANSPAC / CSIG-SIS-ISS mail : sbe at oleane.net -=# #=- /(bb|[^b]{2})/ stefan.berder at francetelecom.com -=# From cubic at acronis.ru Tue Oct 7 13:12:55 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 07 Oct 2003 21:12:55 +0400 Subject: [rt-users] Problem with Ticket_Overlay In-Reply-To: <3F82ADBE.5090101@oleane.net> References: <3F82ADBE.5090101@oleane.net> Message-ID: <3F82F417.9020306@acronis.ru> You never need to 'use RT::Ticket_Overlay' directly, it's override Ticket.pm only. Also it's an OO module so it can't be used with direct calls. You should write something like $ticket_object_instance->Take(); As I've understand you want to assign default owner for all new tickets in your RT. You could do it with script: condition: OnCreate action: user defined action prep: ________________________________________ return 1; ________________________________________ action commit: ________________________________________ my $u = RT::User->new($RT::SystemUser); my $email = 'foo at bar.com'; $u->LoadByEmail($email); die "No user with email '$email'!" unless $u->id; my ($status, $msg) = $self->TicketObj->SetOwner($u->id); die $msg unless ($status); return 1; ________________________________________ Stefan Berder wrote: > Hi you all, > I would like to use the sub Take of lib/RT/Ticeket_Overlay.pm > I use it in lib/RT/Interface/Email.pm, and always get an error: > > error: Undefined subroutine &RT::Ticket_Overlay::Take called at > /opt/rt3-dev/lib/RT/Interface/Email.pm line 695. > context: > ... > 691: return ( 0, "Ticket creation failed", $Ticket ); > 692: } > 693: > 694: require RT::Ticket_Overlay; > 695: RT::Ticket_Overlay::Take($Ticket); > 696: # ( $status, $msg ) = $Ticket->SetOwner ($CurrentUser, 'Take'); > 697: > 698: # }}} > 699: } > ... > code stack: /opt/rt3-dev/lib/RT/Interface/Email.pm:695 > /opt/rt3-dev/share/html/REST/1.0/NoAuth/mail-gateway:32 > > I would like to solve this problem and by now i'm going out of ideas ... > Thx From cubic at acronis.ru Tue Oct 7 13:15:48 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 07 Oct 2003 21:15:48 +0400 Subject: [rt-users] syslog.pm problems with RT 3.0.4 on Solaris 9 In-Reply-To: References: Message-ID: <3F82F4C4.3070404@acronis.ru> On Solaris as I know you should turn off LogToSyslog. By default it's turn on. If you want logging into file you also should spec filename it's another configuration option. Best regards. Ruslan. Nick Bown wrote: > Hi, > > I'm trying to track down a mail sending problem on an RT 3.0.4 server and > have set: > > Set($LogToFile , 'debug'); > > in the config file. The only problem now is that I keep getting: > > unix passed to setlogsock, but path not available at > /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/Syslog.pm line 66 > > in the apache log. I believe that this is quite a well known problem but I > can't find any concrete workarounds in the archives. Has anyone had this > problem and resolved it before? I'm running Perl 5.8.0, Apache 1.3.28 and > the latest version of Log::Dispatch. > > Thanks for any advice, > > Nick > > Nicholas J. Bown > UNIX Administrator > > > ___________________________________________________________________________ > > This message is intended solely for the use of the individual or > organisation to whom it is addressed and may contain confidential or > copyrighted information. If you have received this message in error, please > reply to the originator and delete it immediately. If you are not the > intended recipient, you should not use, copy, alter, disseminate, print or > disclose the contents of this message. > > Information or opinions expressed in this message and/or any attachments are > those of the author and are not necessarily those of EFSS Ltd. or its > affiliates. EFSS Ltd. accepts no responsibility for loss or damage arising > from its use, including damage from viruses. > > Note: Internet e-mails are not necessarily secure. EFSS Ltd. does not accept > responsibility for changes made to this message after it was sent. > ___________________________________________________________________________ > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From Nick.Bown at fundshub.com Tue Oct 7 09:49:43 2003 From: Nick.Bown at fundshub.com (Nick Bown) Date: Tue, 7 Oct 2003 14:49:43 +0100 Subject: [rt-users] syslog.pm problems with RT 3.0.4 on Solaris 9 Message-ID: Hi Ruslan, Yes, there seems to be a problem with the syslog.pm module and Solaris syslog. Upon undefining the LogToSyslog variable the LogToFile setting worked. Thanks to everyone who helped. Nick -----Original Message----- From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Sent: 07 October 2003 18:16 To: Nick Bown Cc: 'rt-users at lists.fsck.com' Subject: Re: [rt-users] syslog.pm problems with RT 3.0.4 on Solaris 9 On Solaris as I know you should turn off LogToSyslog. By default it's turn on. If you want logging into file you also should spec filename it's another configuration option. Best regards. Ruslan. Nick Bown wrote: > Hi, > > I'm trying to track down a mail sending problem on an RT 3.0.4 server and > have set: > > Set($LogToFile , 'debug'); > > in the config file. The only problem now is that I keep getting: > > unix passed to setlogsock, but path not available at > /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/Syslog.pm line 66 > > in the apache log. I believe that this is quite a well known problem but I > can't find any concrete workarounds in the archives. Has anyone had this > problem and resolved it before? I'm running Perl 5.8.0, Apache 1.3.28 and > the latest version of Log::Dispatch. > > Thanks for any advice, > > Nick > > Nicholas J. Bown > UNIX Administrator > > > ___________________________________________________________________________ > > This message is intended solely for the use of the individual or > organisation to whom it is addressed and may contain confidential or > copyrighted information. If you have received this message in error, please > reply to the originator and delete it immediately. If you are not the > intended recipient, you should not use, copy, alter, disseminate, print or > disclose the contents of this message. > > Information or opinions expressed in this message and/or any attachments are > those of the author and are not necessarily those of EFSS Ltd. or its > affiliates. EFSS Ltd. accepts no responsibility for loss or damage arising > from its use, including damage from viruses. > > Note: Internet e-mails are not necessarily secure. EFSS Ltd. does not accept > responsibility for changes made to this message after it was sent. > ___________________________________________________________________________ > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm ___________________________________________________________________________ This message is intended solely for the use of the individual or organisation to whom it is addressed and may contain confidential or copyrighted information. If you have received this message in error, please reply to the originator and delete it immediately. If you are not the intended recipient, you should not use, copy, alter, disseminate, print or disclose the contents of this message. Information or opinions expressed in this message and/or any attachments are those of the author and are not necessarily those of EFSS Ltd. or its affiliates. EFSS Ltd. accepts no responsibility for loss or damage arising from its use, including damage from viruses. Note: Internet e-mails are not necessarily secure. EFSS Ltd. does not accept responsibility for changes made to this message after it was sent. ___________________________________________________________________________ From sandip at linux-delhi.org Tue Oct 7 11:23:59 2003 From: sandip at linux-delhi.org (Sandip Bhattacharya) Date: Tue, 07 Oct 2003 20:53:59 +0530 Subject: [rt-users] Ticket resolution message Message-ID: <3F82DA8F.3050704@linux-delhi.org> I am using RT version 3.0.6. During a ticket resolution I always send a mail to the requester mentioning that the problem has been marked resolved. However, even if this reply form takes a subject for the mail to be sent, the final mail which reaches the requester doesnt have the subject there. The subject just mentions the ticket number and that the issue was resolved. Is this a bug or a hidden switch somewhere which actually uses the subject in the form? At present the resolution mail subject goes like this. [support.example.com #25] Ticket Resolved Which should ideally be like: [support.example.com #25] Resolved: Something not working Now I have seen the latter in many RT users mails. I wonder why isn't it coming like that in my mails? - Sandip -- Sandip Bhattacharya http://www.sandipb.net sandip at puroga.com Puroga Technologies Pvt. Ltd. http://www.puroga.com From marke at dme.sony.co.uk Tue Oct 7 11:32:27 2003 From: marke at dme.sony.co.uk (Mark Einon) Date: Tue, 07 Oct 2003 16:32:27 +0100 Subject: [rt-users] Entering text fields in a Keyword style Message-ID: <4.3.2.7.2.20031007162930.02d6ffb8@43.194.96.1> Hello, Is it possible to easily set up a named field (like a Keyword) in RT that accepts a variable text string as a value? (similar to the ticket 'subject' field). This doesn't seem to be possible using the web interface, unless a generic comment is used - and if not, do I have to manually edit the perl code to do this? We are planning to use RT to log software code reviews, where it would be possible to enter, for example, a code label string : Label 'review_video_bug_fix_123456_rel_4' Thanks, Mark -------------- next part -------------- An HTML attachment was scrubbed... URL: From jjasen at datafoundation.com Tue Oct 7 11:35:52 2003 From: jjasen at datafoundation.com (John Jasen) Date: Tue, 7 Oct 2003 11:35:52 -0400 (EDT) Subject: [rt-users] Ticket resolution message In-Reply-To: <3F82DA8F.3050704@linux-delhi.org> Message-ID: On Tue, 7 Oct 2003, Sandip Bhattacharya wrote: > [support.example.com #25] Ticket Resolved > > Which should ideally be like: > [support.example.com #25] Resolved: Something not working Check out the templates, and compare the standard comment template with the standard resolved template. That should give you an idea as to what you need to change. From jesse at bestpractical.com Tue Oct 7 11:39:15 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 7 Oct 2003 11:39:15 -0400 Subject: [rt-users] Entering text fields in a Keyword style In-Reply-To: <4.3.2.7.2.20031007162930.02d6ffb8@43.194.96.1> References: <4.3.2.7.2.20031007162930.02d6ffb8@43.194.96.1> Message-ID: <20031007153915.GO2236@fsck.com> On Tue, Oct 07, 2003 at 04:32:27PM +0100, Mark Einon wrote: > Hello, > Is it possible to easily set up a named field (like a Keyword) in > RT that accepts a variable text string as a value? (similar to the ticket > 'subject' field). This doesn't seem to be possible using the web interface, > unless a generic comment is used - and if not, do I have to manually edit > the perl code to do this? Upgrade to RT 3.0 and you should be all set. > Thanks, > Mark -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From michael1.johnson at citigroup.com Tue Oct 7 13:02:26 2003 From: michael1.johnson at citigroup.com (Johnson, Michael1 [IT]) Date: Tue, 7 Oct 2003 13:02:26 -0400 Subject: [rt-users] Solaris 8 new install. Message-ID: <159DF57E62CDD5118FCA0002A51352B008C3E018@EXCHNY36.ny.ssmb.com> I made this change. It still gets the same error. I also notice when I start the web server I get this error as well. Use of uninitialized value in concatenation (.) or string at /usr/local/rt/lib/RT/Handle.pm line 49. Use of uninitialized value in concatenation (.) or string at /usr/local/rt/lib/RT/Handle.pm line 49. -----Original Message----- From: Ruslan U. Zakirov [mailto:cubic at acronis.com] Sent: Tuesday, October 07, 2003 7:19 AM To: Johnson, Michael1 [IT] Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Solaris 8 new install. Hello. Michael. Try to add use RT::Handle; at start of RT.pm near other 'use ...' strings. This error could be occure through perl(may be mod_perl) implementation on different platforms. Best regards. Ruslan. Johnson, Michael1 [IT] wrote: >Hi all, > I am new to RT and installing on solaris 8. I get [Mon Oct 6 17:01:23 2003] [error] Can't locate object method "new" via package "RT::Handle" at /usr/local/rt/lib/RT.pm line 147. I checked the faq and it suggested I make sure I have the spelling of my db correct. It is set to Pg. I am using postgres database. > >Here is my apache info. >Apache/1.3.27 (Unix) mod_jk/1.2.1 mod_perl/1.27 mod_ssl/2.8.12 OpenSSL/0.9.7 PHP/4.3.3 configured -- resuming normal operations > >Has anyone else had this issue? > >Thanks > >-MJ >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.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 sandip at linux-delhi.org Tue Oct 7 13:25:09 2003 From: sandip at linux-delhi.org (Sandip Bhattacharya) Date: Tue, 07 Oct 2003 22:55:09 +0530 Subject: [rt-users] Ticket resolution message In-Reply-To: References: Message-ID: <3F82F6F5.2020808@linux-delhi.org> John Jasen wrote: > On Tue, 7 Oct 2003, Sandip Bhattacharya wrote: > > >> [support.example.com #25] Ticket Resolved >> >>Which should ideally be like: >> [support.example.com #25] Resolved: Something not working > > > Check out the templates, and compare the standard comment template with > the standard resolved template. That should give you an idea as to what > you need to change. > Where in the world are the templates. I found the following text on the web. http://www-zeuthen.desy.de/ape/rt/docs/rt-templates.html But it mentions having the templates in /usr/local/rt3/etc. But I could not spot any such files here. I could find out that the subject for the mail is kept in various *.po language files. Where are the rest kept? - Sandip -- Sandip Bhattacharya http://www.sandipb.net sandip at puroga.com Puroga Technologies Pvt. Ltd. http://www.puroga.com From contact at realcarbonneau.com Tue Oct 7 13:33:19 2003 From: contact at realcarbonneau.com (Real Carbonneau) Date: Tue, 07 Oct 2003 13:33:19 -0400 Subject: [rt-users] RT 3.0.6 on RedHat 9.0 RH9 installation steps Message-ID: <029201c38cf9$1f8ff7e0$6401a8c0@main> Hi All: //Please Provide any corrections //Comments //Maybe The rt-test-dependencies script (or it subsequent scripts) should verify for DB_File. //rt-test-dependencies install needs to be run a second time to pick up Log::Dispatch, must be missing dependencies //Still getting the Assertion flags == 0 failed: file "Storable.xs", line 2336.... but seems to go way after a while... Is there a fix for this one? //Any step inputs that ommited, ust the detaults //Any step that includes a specific version number should probably be changed to the most current version at the time of installation Install RH9 (English, US English, Custom, Static IP, No Firewall, ENglish(US), EST, Minimal) cd /tmp/ wget http://ftp.freshrpms.net/pub/freshrpms/redhat/9/apt/apt-0.5.5cnc6-fr1.i386.r pm rpm -U apt-0.5.5cnc6-fr1.i386.rpm apt-get update apt-get dist-upgrade apt-get install gcc apt-get install httpd apt-get install mod_perl apt-get install mysql apt-get install mysql-server apt-get install perl-CPAN apt-get install db4-devel //db4-devel required for DB_File apt-get install ncftp //for CPAN apt-get install kernel#2.4.20-20.9 chkconfig --level 345 mysqld on chkconfig --level 0126 mysqld off chkconfig --level 345 httpd on chkconfig --level 0126 httpd off //Boot with new Kernel at boot or by changing /boot/grub/grub.conf reboot cd /tmp/ wget http://fsck.com/pub/rt/release/rt-3-0-6.tar.gz tar -zxvf rt-3-0-6.tar.gz cd rt-3-0-6 ./configure --with-web-user=apache --with-web-group=apache //RedHat 9.0 Defaults export LANG=C; export LC_ALL=C //To prevent some problems perl -MCPAN -e shell //Initialize and Configure //The script would need additional checking/installation of DB_File //Do this in "perl -MCPAN -e shell" install DB_File exit perl sbin/rt-test-dependencies --with-mysql --with-modperl2 --install perl sbin/rt-test-dependencies --with-mysql --with-modperl2 --install //Run a second time to pick up Log::Dispatch, must be missing dependencies perl sbin/rt-test-dependencies --with-mysql --with-modperl2 //Verification groupadd rt make install make initialize-database //Add the following to httpd.conf ServerName your.rt.server.hostname DocumentRoot /opt/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 /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason /etc/init.d/httpd restart //Still have a storable issue. error: Assertion flags == 0 failed: file "Storable.xs", line 2336 at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al) line 282. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jjasen at datafoundation.com Tue Oct 7 13:35:47 2003 From: jjasen at datafoundation.com (John Jasen) Date: Tue, 7 Oct 2003 13:35:47 -0400 (EDT) Subject: [rt-users] Ticket resolution message In-Reply-To: <3F82F6F5.2020808@linux-delhi.org> Message-ID: On Tue, 7 Oct 2003, Sandip Bhattacharya wrote: > John Jasen wrote: > Where in the world are the templates. I found the following text on the web. > > http://www-zeuthen.desy.de/ape/rt/docs/rt-templates.html > > But it mentions having the templates in /usr/local/rt3/etc. But I could > not spot any such files here. I could find out that the subject for the > mail is kept in various *.po language files. Where are the rest kept? under the RT web interface, Configuration You can either do: Global, Templates, and change as necessary, or : Queues, $queuename, Templates, and make changes. From les at futuresource.com Tue Oct 7 14:05:07 2003 From: les at futuresource.com (Les Mikesell) Date: 07 Oct 2003 13:05:07 -0500 Subject: [rt-users] RT 3.0.6 on RedHat 9.0 RH9 installation steps In-Reply-To: <029201c38cf9$1f8ff7e0$6401a8c0@main> References: <029201c38cf9$1f8ff7e0$6401a8c0@main> Message-ID: <1065549905.14901.6.camel@moola.futuresource.com> On Tue, 2003-10-07 at 12:33, Real Carbonneau wrote: > //Please Provide any corrections > apt-get update Thanks! I was hoping someone would post instructions with exactly this approach. > apt-get install mysql-server This should get you mysql-3.23. Shouldn't you apt-get remove mysql (assuming no other databases...) then download the rpms from http://www.mysql.com/downloads/mysql-4.0.html and install instead? (currently 4.0.15a). --- Les Mikesell les at futuresource.com From mick at onramp.ca Tue Oct 7 14:53:24 2003 From: mick at onramp.ca (Mick Szucs) Date: Tue, 7 Oct 2003 14:53:24 -0400 Subject: [rt-users] RT 3.0.6 on RedHat 9.0 RH9 installation steps In-Reply-To: <029201c38cf9$1f8ff7e0$6401a8c0@main> References: <029201c38cf9$1f8ff7e0$6401a8c0@main> Message-ID: <200310071453.24397.mick@onramp.ca> On Tuesday 07 Oct 2003 1:33 pm, Real Carbonneau wrote: > //Still have a storable issue. > > error: Assertion flags == 0 failed: file "Storable.xs", line 2336 at > ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al) > line 282. Make sure you've got Storable 2.08 after all of that. Make sure that mod_perl >= 1.99_09, too. Mick From KOBrien at sonypictures.com Tue Oct 7 15:13:14 2003 From: KOBrien at sonypictures.com (O'Brien, Kevin) Date: Tue, 7 Oct 2003 12:13:14 -0700 Subject: [rt-users] Strange permission behavior... Message-ID: <961522C00478694CB10DAFE295B7ED8102585AFB@sl-mail2.spde.net> We started using separate queues for different people in our department and wanted to just move tickets between queues. After I setup the queues, people would get a permission denied trying to move to a new queue. The fix was to change ModifyTicket from Owner to AdminCC. Even if the person first took ownership of the ticket they would get a denied message. Any idea why giving ModifyTicket to Owner wouldn't work but AdminCC does? -=Kevin=- -------------- next part -------------- An HTML attachment was scrubbed... URL: From sandip at linux-delhi.org Tue Oct 7 15:55:44 2003 From: sandip at linux-delhi.org (Sandip Bhattacharya) Date: Wed, 08 Oct 2003 01:25:44 +0530 Subject: [rt-users] Ticket resolution message In-Reply-To: References: Message-ID: <3F831A40.20706@linux-delhi.org> John Jasen wrote: > > under the RT web interface, Configuration > > You can either do: Global, Templates, and change as necessary, or > : Queues, $queuename, Templates, and make changes. > > Clicking on Global->Templates is giving me a list of unlabelled checkboxes and says (Checkbox to delete). and none can be seen in the individual queue template option. Am using RT 3.0.6. Is something wrong with my installation? Cant be! It is working fine otherwise ... - Sandip -- Sandip Bhattacharya http://www.sandipb.net sandip at puroga.com Puroga Technologies Pvt. Ltd. http://www.puroga.com From jjasen at datafoundation.com Tue Oct 7 16:06:19 2003 From: jjasen at datafoundation.com (John Jasen) Date: Tue, 7 Oct 2003 16:06:19 -0400 (EDT) Subject: [rt-users] Ticket resolution message In-Reply-To: <3F831A40.20706@linux-delhi.org> Message-ID: On Wed, 8 Oct 2003, Sandip Bhattacharya wrote: > Clicking on Global->Templates is giving me a list of unlabelled > checkboxes and says (Checkbox to delete). The name of the template on that page is a hyperlink to modifying the template. From rcrews at intercall.com Tue Oct 7 16:26:42 2003 From: rcrews at intercall.com (Richie Crews) Date: Tue, 07 Oct 2003 16:26:42 -0400 Subject: [rt-users] RTFM 2.X won't install, gives error. Message-ID: <1065558402.29968.15.camel@pyrodex> I've tried everything to get it to work correctly. The make is pointing to the right RT install. I noticed the RT config is using RT_Config.pm and not siteconfig but changing that helps nothing. any ideas? [root at icwpls10 rtfm-2-0-1]# make install for dir in `cd ./lib/ && find . -type d -print`; do \ /bin/sh ./install-sh -d -m 0755 /usr/local/rt3/lib/$dir ; \ done for f in `cd ./lib/ && find . -type f -name \*.pm -print`; do \ /bin/sh ./install-sh -m 0644 lib/$f /usr/local/rt3/lib/$f ; \ done for dir in `cd ./html/ && find . -type d -print`; do \ /bin/sh ./install-sh -d -m 0755 /usr/local/rt3/share/html/$dir ; \ done for f in `cd ./html/ && find . -type f -print`; do \ /bin/sh ./install-sh -m 0644 html/$f /usr/local/rt3/share/html/$f ; \ done for dir in `cd ./po/ && find . -type d -print`; do \ /bin/sh ./install-sh -d -m 0755 /usr/local/rt3/local/po/$dir ; \ done for f in `cd ./po/ && find . -type f -print`; do \ echo "Installing /usr/local/rt3/share/html/$f" ; \ /bin/sh ./install-sh -m 0644 po/$f /usr/local/rt3/local/po/$f ; \ done /usr/bin/perl /usr/local/rt3/sbin//rt-setup-database --action schema --datadir ./etc/ --dba root --prompt-for-dba-password Unknown option: datadir 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: $0 called with an invalid --action parametermake: *** [initdb] Error 255 -- 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 Unix is very user friendly, its just picky on who it likes... "Providing security for your email needs" Stop Spam, Support RBL http://www.mail-abuse.org -------------- next part -------------- An HTML attachment was scrubbed... URL: From sandip at linux-delhi.org Tue Oct 7 16:23:57 2003 From: sandip at linux-delhi.org (Sandip Bhattacharya) Date: Wed, 08 Oct 2003 01:53:57 +0530 Subject: [rt-users] Ticket resolution message In-Reply-To: References: Message-ID: <3F8320DD.9090300@linux-delhi.org> John Jasen wrote: > On Wed, 8 Oct 2003, Sandip Bhattacharya wrote: > > >>Clicking on Global->Templates is giving me a list of unlabelled >>checkboxes and says (Checkbox to delete). > > > The name of the template on that page is a hyperlink to modifying the > template. > There is no name of the template which is visible ... I am pasting a part of the source of that page below. See that the template links dont have any name. I can send you a screenshot if you want. - Sandip Global->Templates -------------------------------------
[...] -- Sandip Bhattacharya http://www.sandipb.net sandip at puroga.com Puroga Technologies Pvt. Ltd. http://www.puroga.com From contact at realcarbonneau.com Tue Oct 7 16:49:57 2003 From: contact at realcarbonneau.com (Real Carbonneau) Date: Tue, 07 Oct 2003 16:49:57 -0400 Subject: [rt-users] RT 3.0.6 on RedHat 9.0 RH9 installation steps In-Reply-To: <200310071453.24397.mick@onramp.ca> Message-ID: <02ba01c38d14$94a2b7a0$6401a8c0@main> Thanks Mick, perl -MCPAN -e shell install Storable Corrects the following error: error: Assertion flags == 0 failed: file "Storable.xs", line 2336 at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al) line 282 Real -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Mick Szucs Sent: Tuesday, October 07, 2003 2:53 PM To: Real Carbonneau; rt-users at lists.fsck.com Subject: Re: [rt-users] RT 3.0.6 on RedHat 9.0 RH9 installation steps On Tuesday 07 Oct 2003 1:33 pm, Real Carbonneau wrote: > //Still have a storable issue. > > error: Assertion flags == 0 failed: file "Storable.xs", line 2336 at > ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al) > line 282. Make sure you've got Storable 2.08 after all of that. Make sure that mod_perl >= 1.99_09, too. Mick _______________________________________________ rt-users mailing list rt-users at lists.fsck.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 wdanielevans at cox.net Tue Oct 7 16:55:49 2003 From: wdanielevans at cox.net (wdanielevans at cox.net) Date: Tue, 7 Oct 2003 13:55:49 -0700 Subject: [rt-users] RT 3.0.6 on RedHat 9.0 RH9 installation steps In-Reply-To: <029201c38cf9$1f8ff7e0$6401a8c0@main> Message-ID: <002201c38d15$63666370$641b0d0a@WDEVANS> This is very helpful, thanks. What changes to these steps would be needed if I am using FastCGI instead of mod_perl and multiple virtual hosts? Does RT support multiple instances (virtual hosts) on the same box under FastCGI or mod_perl? Thanks, Dan -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Real Carbonneau Sent: Tuesday, October 07, 2003 10:33 AM To: rt-users at lists.fsck.com Subject: [rt-users] RT 3.0.6 on RedHat 9.0 RH9 installation steps Hi All: //Please Provide any corrections //Comments //Maybe The rt-test-dependencies script (or it subsequent scripts) should verify for DB_File. //rt-test-dependencies install needs to be run a second time to pick up Log::Dispatch, must be missing dependencies //Still getting the Assertion flags == 0 failed: file "Storable.xs", line 2336.... but seems to go way after a while... Is there a fix for this one? //Any step inputs that ommited, ust the detaults //Any step that includes a specific version number should probably be changed to the most current version at the time of installation Install RH9 (English, US English, Custom, Static IP, No Firewall, ENglish(US), EST, Minimal) cd /tmp/ wget http://ftp.freshrpms.net/pub/freshrpms/redhat/9/apt/apt-0.5.5cnc6-fr1.i386.r pm rpm -U apt-0.5.5cnc6-fr1.i386.rpm apt-get update apt-get dist-upgrade apt-get install gcc apt-get install httpd apt-get install mod_perl apt-get install mysql apt-get install mysql-server apt-get install perl-CPAN apt-get install db4-devel //db4-devel required for DB_File apt-get install ncftp //for CPAN apt-get install kernel#2.4.20-20.9 chkconfig --level 345 mysqld on chkconfig --level 0126 mysqld off chkconfig --level 345 httpd on chkconfig --level 0126 httpd off //Boot with new Kernel at boot or by changing /boot/grub/grub.conf reboot cd /tmp/ wget http://fsck.com/pub/rt/release/rt-3-0-6.tar.gz tar -zxvf rt-3-0-6.tar.gz cd rt-3-0-6 ./configure --with-web-user=apache --with-web-group=apache //RedHat 9.0 Defaults export LANG=C; export LC_ALL=C //To prevent some problems perl -MCPAN -e shell //Initialize and Configure //The script would need additional checking/installation of DB_File //Do this in "perl -MCPAN -e shell" install DB_File exit perl sbin/rt-test-dependencies --with-mysql --with-modperl2 --install perl sbin/rt-test-dependencies --with-mysql --with-modperl2 --install //Run a second time to pick up Log::Dispatch, must be missing dependencies perl sbin/rt-test-dependencies --with-mysql --with-modperl2 //Verification groupadd rt make install make initialize-database //Add the following to httpd.conf ServerName your.rt.server.hostname DocumentRoot /opt/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 /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason /etc/init.d/httpd restart //Still have a storable issue. error: Assertion flags == 0 failed: file "Storable.xs", line 2336 at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al) line 282. -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at flothow.de Tue Oct 7 17:15:15 2003 From: lists at flothow.de (Sebastian Flothow) Date: Tue, 7 Oct 2003 23:15:15 +0200 Subject: [rt-users] Ticket resolution message In-Reply-To: <3F8320DD.9090300@linux-delhi.org> Message-ID: <589DA500-F90B-11D7-A85B-000393B2BB20@flothow.de> Am Dienstag, den 7. Oktober 2003, um 22:23, schrieb Sandip Bhattacharya: > There is no name of the template which is visible ... Are you logged in as root? Sebastian -- Sebastian Flothow sebastian at flothow.de > Because it reverses the logical flow of conversation. Why is top posting frowned upon? From a.focareta at pro-netics.com Tue Oct 7 17:16:26 2003 From: a.focareta at pro-netics.com (Alfonso Focareta) Date: Tue, 7 Oct 2003 23:16:26 +0200 Subject: [rt-users] Create ticket with CLI Message-ID: <003201c38d18$56ab3c20$0201a8c0@albar> How I can create a ticket with CLI? I Am successful to visualize a ticket and to make a search, but also with the examples I do not succeed to create nothing. Someone can help me? Thanks! Sorry for my English Alfonso Focareta ********************** **Pro-Netics s.r.l.** ********************** http://www.pro-netics.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Oct 7 17:26:05 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 7 Oct 2003 17:26:05 -0400 Subject: [rt-users] RTFM 2.X won't install, gives error. In-Reply-To: <1065558402.29968.15.camel@pyrodex> References: <1065558402.29968.15.camel@pyrodex> Message-ID: <20031007212605.GS2236@fsck.com> On Tue, Oct 07, 2003 at 04:26:42PM -0400, Richie Crews wrote: > I've tried everything to get it to work correctly. The make is pointing > to the right RT install. I noticed the RT config is using RT_Config.pm > and not siteconfig but changing that helps nothing. any ideas? It looks to me like you're running a version of RT older than 3.0.5. You really want RT 3.0.6 to make RTFM happy -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From rcrews at intercall.com Tue Oct 7 17:36:56 2003 From: rcrews at intercall.com (Richie Crews) Date: Tue, 07 Oct 2003 17:36:56 -0400 Subject: [rt-users] RTFM 2.X won't install, gives error. In-Reply-To: <20031007212605.GS2236@fsck.com> References: <1065558402.29968.15.camel@pyrodex> <20031007212605.GS2236@fsck.com> Message-ID: <1065562616.29965.22.camel@pyrodex> I am running 3.0.6... Thats the weird part... Ok here is the issue. I upgraded from RT-3.0.1 to the all the releases until RT-3.0.6. However it seems the sbin directory in my RT install with the database stuff never got updated... The "make upgrade" doesn't copy a new version of the rt-setup-database out there. On Tue, 2003-10-07 at 17:26, Jesse Vincent wrote: > > On Tue, Oct 07, 2003 at 04:26:42PM -0400, Richie Crews wrote: > > I've tried everything to get it to work correctly. The make is pointing > > to the right RT install. I noticed the RT config is using RT_Config.pm > > and not siteconfig but changing that helps nothing. any ideas? > > It looks to me like you're running a version of RT older than 3.0.5. You > really want RT 3.0.6 to make RTFM happy -- 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 Unix is very user friendly, its just picky on who it likes... "Providing security for your email needs" Stop Spam, Support RBL http://www.mail-abuse.org -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Oct 7 17:38:22 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 7 Oct 2003 17:38:22 -0400 Subject: [rt-users] RTFM 2.X won't install, gives error. In-Reply-To: <1065562616.29965.22.camel@pyrodex> References: <1065558402.29968.15.camel@pyrodex> <20031007212605.GS2236@fsck.com> <1065562616.29965.22.camel@pyrodex> Message-ID: <20031007213822.GT2236@fsck.com> On Tue, Oct 07, 2003 at 05:36:56PM -0400, Richie Crews wrote: > I am running 3.0.6... Thats the weird part... Ok here is the issue. I > upgraded from RT-3.0.1 to the all the releases until RT-3.0.6. However > it seems the sbin directory in my RT install with the database stuff > never got updated... The "make upgrade" doesn't copy a new version of > the rt-setup-database out there. And that's a bug. One I'd never heard of even. I'll open a bug report. In the meantime "make install" shouldn't clobber things. With RT 3.0, the different install/upgrade targets don't actually currently have much utility. > On Tue, 2003-10-07 at 17:26, Jesse Vincent wrote: > > > > > On Tue, Oct 07, 2003 at 04:26:42PM -0400, Richie Crews wrote: > > > I've tried everything to get it to work correctly. The make is pointing > > > to the right RT install. I noticed the RT config is using RT_Config.pm > > > and not siteconfig but changing that helps nothing. any ideas? > > > > It looks to me like you're running a version of RT older than 3.0.5. You > > really want RT 3.0.6 to make RTFM happy > > -- > 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 > > Unix is very user friendly, its just picky on who it likes... > > "Providing security for your email needs" > Stop Spam, Support RBL http://www.mail-abuse.org -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From rcrews at intercall.com Tue Oct 7 17:41:58 2003 From: rcrews at intercall.com (Richie Crews) Date: Tue, 07 Oct 2003 17:41:58 -0400 Subject: [rt-users] RTFM 2.X won't install, gives error. In-Reply-To: <20031007213822.GT2236@fsck.com> References: <1065558402.29968.15.camel@pyrodex> <20031007212605.GS2236@fsck.com> <1065562616.29965.22.camel@pyrodex> <20031007213822.GT2236@fsck.com> Message-ID: <1065562918.29966.26.camel@pyrodex> No problem, glad I could help =D On Tue, 2003-10-07 at 17:38, Jesse Vincent wrote: > > On Tue, Oct 07, 2003 at 05:36:56PM -0400, Richie Crews wrote: > > I am running 3.0.6... Thats the weird part... Ok here is the issue. I > > upgraded from RT-3.0.1 to the all the releases until RT-3.0.6. However > > it seems the sbin directory in my RT install with the database stuff > > never got updated... The "make upgrade" doesn't copy a new version of > > the rt-setup-database out there. > > And that's a bug. One I'd never heard of even. I'll open a bug report. > In the meantime "make install" shouldn't clobber things. With RT 3.0, > the different install/upgrade targets don't actually currently have much > utility. > > > > > On Tue, 2003-10-07 at 17:26, Jesse Vincent wrote: > > > > > > > > On Tue, Oct 07, 2003 at 04:26:42PM -0400, Richie Crews wrote: > > > > I've tried everything to get it to work correctly. The make is pointing > > > > to the right RT install. I noticed the RT config is using RT_Config.pm > > > > and not siteconfig but changing that helps nothing. any ideas? > > > > > > It looks to me like you're running a version of RT older than 3.0.5. You > > > really want RT 3.0.6 to make RTFM happy > > > > -- > > 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 > > > > Unix is very user friendly, its just picky on who it likes... > > > > "Providing security for your email needs" > > Stop Spam, Support RBL http://www.mail-abuse.org -- 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 Unix is very user friendly, its just picky on who it likes... "Providing security for your email needs" Stop Spam, Support RBL http://www.mail-abuse.org -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at anothy.9srv.net Tue Oct 7 19:48:33 2003 From: rt at anothy.9srv.net (rt at anothy.9srv.net) Date: Tue, 7 Oct 2003 19:48:33 -0400 Subject: [rt-users] customer view? Message-ID: <86d747e1ceabf3bf674cf0dc7d84175c@9srv.net> does RT support different views for customers and admins? i'm currently looking to deply it in a moderate-sized environment (with an eye towards a large-sized one in the near future), but it's a requirement that whatever we deploy be able to segregate users, such that user A can's see issues relating to user B (assuming both are "external" users), but that all "internal" users can see all issues. this seems like it should be easy (from a DB point of view), and is common in other systems, but i can't seem to fina any mention of it. i don't yet have a running rt system, but i'm working on an install in another window this very moment. any pointers, hints, or direct answers much appreciated. Anthony Sorace Cibernet Director of Information Technology From rt at anothy.9srv.net Tue Oct 7 20:00:43 2003 From: rt at anothy.9srv.net (rt at anothy.9srv.net) Date: Tue, 7 Oct 2003 20:00:43 -0400 Subject: [rt-users] customer view? Message-ID: <0cb28ba5ae3316a3cf221f168448f3f3@9srv.net> uh, nevermind. i was missing a good chunk of the docs. yup, it looks like it's as expected. now if only i can get the install done... From pdh at snapgear.com Wed Oct 8 00:40:28 2003 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 8 Oct 2003 14:40:28 +1000 Subject: [rt-users] Strange permission behavior... In-Reply-To: <961522C00478694CB10DAFE295B7ED8102585AFB@sl-mail2.spde.net> References: <961522C00478694CB10DAFE295B7ED8102585AFB@sl-mail2.spde.net> Message-ID: <20031008044028.GY606@moreton.com.au> O'Brien, Kevin wrote: > We started using separate queues for different people in our department > and wanted to just move tickets between queues. After I setup the > queues, people would get a permission denied trying to move to a new > queue. The fix was to change ModifyTicket from Owner to AdminCC. Even > if the person first took ownership of the ticket they would get a denied > message. Any idea why giving ModifyTicket to Owner wouldn't work but > AdminCC does? Are you running 3.0.6? If not, you may find upgrading helps. IIRC there was a problem with role-based ACLs (eg, "owner") fixed sometime around 3.0.5... -- 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 KOBrien at sonypictures.com Wed Oct 8 01:00:15 2003 From: KOBrien at sonypictures.com (O'Brien, Kevin) Date: Tue, 7 Oct 2003 22:00:15 -0700 Subject: [rt-users] Strange permission behavior... Message-ID: <961522C00478694CB10DAFE295B7ED8102585B25@sl-mail2.spde.net> Sorry, should have mentioned that. I am running 3.0.6. -=Kevin=- -----Original Message----- From: Phil Homewood [mailto:pdh at snapgear.com] Sent: Tuesday, October 07, 2003 9:40 PM To: rt-users at lists.fsck.com Subject: Re: [rt-users] Strange permission behavior... O'Brien, Kevin wrote: > We started using separate queues for different people in our department > and wanted to just move tickets between queues. After I setup the > queues, people would get a permission denied trying to move to a new > queue. The fix was to change ModifyTicket from Owner to AdminCC. Even > if the person first took ownership of the ticket they would get a denied > message. Any idea why giving ModifyTicket to Owner wouldn't work but > AdminCC does? Are you running 3.0.6? If not, you may find upgrading helps. IIRC there was a problem with role-based ACLs (eg, "owner") fixed sometime around 3.0.5... -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From sandip at linux-delhi.org Wed Oct 8 02:27:51 2003 From: sandip at linux-delhi.org (Sandip Bhattacharya) Date: Wed, 08 Oct 2003 11:57:51 +0530 Subject: [rt-users] Ticket resolution message In-Reply-To: <589DA500-F90B-11D7-A85B-000393B2BB20@flothow.de> References: <589DA500-F90B-11D7-A85B-000393B2BB20@flothow.de> Message-ID: <3F83AE67.5090000@linux-delhi.org> Sebastian Flothow wrote: > Am Dienstag, den 7. Oktober 2003, um 22:23, schrieb Sandip Bhattacharya: > >> There is no name of the template which is visible ... > > > Are you logged in as root? > You are right. Logging in as rot, I could see the names of the templates. But why is this behaviour exhibited. When the template cant be edited it should show as such. One should not see a page full on unlabelled checkboxes! - Sandip -- Sandip Bhattacharya http://www.sandipb.net sandip at puroga.com Puroga Technologies Pvt. Ltd. http://www.puroga.com From cubic at acronis.ru Wed Oct 8 04:57:19 2003 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 08 Oct 2003 12:57:19 +0400 Subject: [rt-users] Ticket resolution message In-Reply-To: <3F83AE67.5090000@linux-delhi.org> References: <589DA500-F90B-11D7-A85B-000393B2BB20@flothow.de> <3F83AE67.5090000@linux-delhi.org> Message-ID: <3F83D16F.7050805@acronis.ru> It's somwhere bug(or feature) that template name could be empty. Links to this templates are go through ids so this is OK, but it breaks links to modify. So copy href argument and past it in URL then press enter. Now, You have to be at template modification page. I recommend you assign names for all templates. Good Luck. Ruslan. Sandip Bhattacharya wrote: > Sebastian Flothow wrote: > >> Am Dienstag, den 7. Oktober 2003, um 22:23, schrieb Sandip Bhattacharya: >> >>> There is no name of the template which is visible ... >> >> >> >> Are you logged in as root? >> > > You are right. Logging in as rot, I could see the names of the > templates. But why is this behaviour exhibited. When the template cant > be edited it should show as such. One should not see a page full on > unlabelled checkboxes! > > - Sandip > > From kristian at airways.no Wed Oct 8 05:47:27 2003 From: kristian at airways.no (Kristian) Date: Wed, 08 Oct 2003 11:47:27 +0200 Subject: [rt-users] Can't locate object method "new" Message-ID: <1065606447.7429.32.camel@localhost.localdomain> All of a sudden I get this in the qmail send log which transports mail from/to my RT system: "delivery 271: deferral: Can't_locate_object_method_"new"_via_package_"RT::Handle"_at_/usr/local/rt2/lib/RT.pm_line_26./" This does not apply: http://fsck.com/rtfm/factoid.html?id=231. The syntax is correct in config.pm and the system has been running for close to 1.5 years now. (So it's an old RT version 2.0.14 but I've seen no reaason to upgrade as long as it's been doing what I want painlessly.) The qmail queues mails up and doesn't respond with tickets or correspondance. -- Kristian From mdavids at forfun.net Wed Oct 8 09:12:45 2003 From: mdavids at forfun.net (Marco Davids) Date: Wed, 8 Oct 2003 15:12:45 +0200 (CEST) Subject: [rt-users] Debian/Linux: [error] Unknown exception abbreviation 'compilation_error' at /usr/share/perl5/HTML/Mason/Exceptions.pm line 91 Message-ID: Hi, I am new to this list. I read the RT/FM installation guide, searched the mail-archives and went to Google. But I couldn't find much about my problem, other then: http://www.mail-archive.com/perl5-porters at perl.org/msg64312.html Anyway, my apologies if this is a known issue that I was supposed to know about. I run an unstable Debian/Linux and apt-gettet request-tracker3 today (version 3.0.4-4). I can't start Apache anymore, if I Include the apache-modperl.conf file in httpd.conf. I get the following error: Starting web server: apache[Wed Oct 8 15:04:55 2003] [error] Unknown exception abbreviation 'compilation_error' at /usr/share/perl5/HTML/Mason/Exceptions.pm line 91. BEGIN failed--compilation aborted at /usr/share/perl5/HTML/Mason/Interp.pm line 19. Compilation failed in require at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 255. BEGIN failed--compilation aborted at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 255. Compilation failed in require at /usr/share/request-tracker3/libexec/webmux.pl line 45. BEGIN failed--compilation aborted at /usr/share/request-tracker3/libexec/webmux.pl line 51. Compilation failed in require at (eval 7) line 1. All information welcome! Greetings, -- Marco Davids From khera at kcilink.com Wed Oct 8 09:48:14 2003 From: khera at kcilink.com (Vivek Khera) Date: Wed, 8 Oct 2003 09:48:14 -0400 Subject: [rt-users] Ticket resolution message In-Reply-To: <3F83AE67.5090000@linux-delhi.org> References: <589DA500-F90B-11D7-A85B-000393B2BB20@flothow.de> <3F83AE67.5090000@linux-delhi.org> Message-ID: <16260.5534.556902.564993@yertle.int.kciLink.com> >>>>> "SB" == Sandip Bhattacharya writes: >> Are you logged in as root? >> SB> You are right. Logging in as rot, I could see the names of the SB> templates. But why is this behaviour exhibited. When the template cant SB> be edited it should show as such. One should not see a page full on SB> unlabelled checkboxes! Yes, that is one of the rough edges of RT. I'd rather Jesse work on more important issues than such minor admin-only annoyances. But then, I take a pragmatic approach to things ;-) -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Vivek Khera, Ph.D. Khera Communications, Inc. Internet: khera at kciLink.com Rockville, MD +1-240-453-8497 AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/ From jesse at bestpractical.com Wed Oct 8 09:55:22 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 8 Oct 2003 09:55:22 -0400 Subject: [rt-users] Ticket resolution message In-Reply-To: <16260.5534.556902.564993@yertle.int.kciLink.com> References: <589DA500-F90B-11D7-A85B-000393B2BB20@flothow.de> <3F83AE67.5090000@linux-delhi.org> <16260.5534.556902.564993@yertle.int.kciLink.com> Message-ID: <20031008135522.GB2236@fsck.com> Someone should open a ticket. it's a three line fix to Templates->Next. Shouldn't be too bad. But it won't get fixed without a ticket ;) On Wed, Oct 08, 2003 at 09:48:14AM -0400, Vivek Khera wrote: > >>>>> "SB" == Sandip Bhattacharya writes: > > >> Are you logged in as root? > >> > > SB> You are right. Logging in as rot, I could see the names of the > SB> templates. But why is this behaviour exhibited. When the template cant > SB> be edited it should show as such. One should not see a page full on > SB> unlabelled checkboxes! > > > Yes, that is one of the rough edges of RT. I'd rather Jesse work on > more important issues than such minor admin-only annoyances. But > then, I take a pragmatic approach to things ;-) > > -- > =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= > Vivek Khera, Ph.D. Khera Communications, Inc. > Internet: khera at kciLink.com Rockville, MD +1-240-453-8497 > AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/ > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From kend at xanoptix.com Wed Oct 8 11:35:41 2003 From: kend at xanoptix.com (kend at xanoptix.com) Date: Wed, 8 Oct 2003 11:35:41 -0400 (EDT) Subject: [rt-users] Migration from 2.x/Postgres -> 3.x/MySQL? Message-ID: <36553.10.20.1.45.1065627341.squirrel@kend-linux.mer.xanoptix.com> Hi, all. We're contemplating an upgrade (as outlined on the subject line), and we were wondering if this was possible/feasible. We wound up with Postgres because it turned out to be the database that gave us the least grief in getting set up with RT, but we've taken MySQL as our de-facto database. How would I go about migrating our info from the one to the other? Thanks, Ken D'Ambrosio Sr. SysAdmin, Xanoptix, Inc. From slawrence at ucdavis.edu Wed Oct 8 11:36:11 2003 From: slawrence at ucdavis.edu (Stephen Lawrence) Date: Wed, 08 Oct 2003 08:36:11 -0700 Subject: [rt-users] reporting bugs? Message-ID: <3F842EEB.4080901@ucdavis.edu> How do I report bugs in RT? The link at their website just takes me to a list of bugs, but no "Create Bug" link anywhere. The bug is when I click on a queue name in the Quick search of the main panel it errors out. Clicking on the New/Open Calls links works fine. -- Stephen Lawrence Jr. - Programmer II California Animal Health & Food Safety Laboratory System, UC Davis (530)-752-4614 From kirkm at messagegate.com Wed Oct 8 11:37:16 2003 From: kirkm at messagegate.com (Kirk Moore) Date: Wed, 8 Oct 2003 08:37:16 -0700 Subject: [rt-users] Question about users Message-ID: <62A29338972397468405C79C4FE13C3B20D52D@ex1.messagegate.local> We have a selection of customers. We want to make sure that each customer has access only to their tickets. When we set the customer up as non-privileged we get an error concerning no queue associated with the customer. You want them to use the self-service page, and keep them as a non-privileged user, with the ability to edit the ticket and add information. If that is not possible created them as a privileged user that does not have access to the configuration and approval tabs on the right. What would be your suggestion to achieve this situation? -- Kirk Moore -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Oct 8 11:42:14 2003 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 8 Oct 2003 11:42:14 -0400 Subject: [rt-users] reporting bugs? In-Reply-To: <3F842EEB.4080901@ucdavis.edu> References: <3F842EEB.4080901@ucdavis.edu> Message-ID: <20031008154214.GI2236@fsck.com> On Wed, Oct 08, 2003 at 08:36:11AM -0700, Stephen Lawrence wrote: > How do I report bugs in RT? The link at their website just takes me to a > list of bugs, but no "Create Bug" link anywhere. Have a look at the README. You want to mail rt-3.0-bugs at fsck.com. And you want to send us a whole bunch more information like that, like what the error is and details of your configuration. Sending mail to rt-users with this information may also be useful if it turns out you've got a misconfiguration and not a bug in RT itself. > The bug is when I click on a queue name in the Quick search of the main > panel it errors out. Clicking on the New/Open Calls links works fine. > > -- > Stephen Lawrence Jr. - Programmer II > California Animal Health & Food Safety Laboratory System, UC Davis > (530)-752-4614 > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 michael1.johnson at citigroup.com Wed Oct 8 11:46:27 2003 From: michael1.johnson at citigroup.com (Johnson, Michael1 [IT]) Date: Wed, 8 Oct 2003 11:46:27 -0400 Subject: [rt-users] Solaris 8 new install. Message-ID: <159DF57E62CDD5118FCA0002A51352B008C3E02D@EXCHNY36.ny.ssmb.com> Is this something specific to solaris? -----Original Message----- From: Johnson, Michael1 [IT] Sent: Tuesday, October 07, 2003 1:02 PM To: 'Ruslan U. Zakirov' Cc: rt-users at lists.fsck.com Subject: RE: [rt-users] Solaris 8 new install. I made this change. It still gets the same error. I also notice when I start the web server I get this error as well. Use of uninitialized value in concatenation (.) or string at /usr/local/rt/lib/RT/Handle.pm line 49. Use of uninitialized value in concatenation (.) or string at /usr/local/rt/lib/RT/Handle.pm line 49. -----Original Message----- From: Ruslan U. Zakirov [mailto:cubic at acronis.com] Sent: Tuesday, October 07, 2003 7:19 AM To: Johnson, Michael1 [IT] Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Solaris 8 new install. Hello. Michael. Try to add use RT::Handle; at start of RT.pm near other 'use ...' strings. This error could be occure through perl(may be mod_perl) implementation on different platforms. Best regards. Ruslan. Johnson, Michael1 [IT] wrote: >Hi all, > I am new to RT and installing on solaris 8. I get [Mon Oct 6 17:01:23 2003] [error] Can't locate object method "new" via package "RT::Handle" at /usr/local/rt/lib/RT.pm line 147. I checked the faq and it suggested I make sure I have the spelling of my db correct. It is set to Pg. I am using postgres database. > >Here is my apache info. >Apache/1.3.27 (Unix) mod_jk/1.2.1 mod_perl/1.27 mod_ssl/2.8.12 OpenSSL/0.9.7 PHP/4.3.3 configured -- resuming normal operations > >Has anyone else had this issue? > >Thanks > >-MJ >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.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 panu at colorplaza.com Wed Oct 8 11:56:40 2003 From: panu at colorplaza.com (Panu) Date: Wed, 08 Oct 2003 17:56:40 +0200 Subject: [rt-users] upgrade problems In-Reply-To: <20030929175502.9296.60342.Mailman@pallas.eruditorum.org> References: <20030929175502.9296.60342.Mailman@pallas.eruditorum.org> Message-ID: <3F8433B8.8060506@colorplaza.com> After upgrading to 3.06 from 02 the message fields in reply, comment, resolve etc. pages are not working. Additionally they are very small. After looking at the html it seems the rows-parameter is empty like this:
(Check box to delete)