From hwagener at hamburg.fcb.com  Mon Sep  1 04:43:58 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Mon, 1 Sep 2003 10:43:58 +0200
Subject: [rt-users] RT Statistics Problem
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB25B68B@icptex02.corp.icpt.net>
References: <A8ED8823644C614280ACAC1A4D3E93FB25B68B@icptex02.corp.icpt.net>
Message-ID: <6D785452-DC58-11D7-ADA5-003065DC18B8@hamburg.fcb.com>

I am looking into this today...

Regards,
     Harald



From feargal at thecia.ie  Mon Sep  1 10:08:29 2003
From: feargal at thecia.ie (Feargal Reilly)
Date: Mon, 1 Sep 2003 15:08:29 +0100
Subject: [rt-users] correspondance (probably) not recorded in WebUI
Message-ID: <20030901150829.1e83fb49.feargal@thecia.ie>

Hi,
I'm encountering this problem in rt-2.0.15

When sending a reply from the web interface, the transaction is not recorded, and an email is sent with no body, just the headers.

I've attached the log output from RT, but the highlights are:
[Mon Sep  1 13:04:32 2003] [crit]: RT::Attachment->Create couldn't, as you didn't specify a transaction

[Mon Sep  1 13:04:32 2003] [debug]: RT::Action::Notify=HASH(0x8f87c9c): To is feargal at chrysalink.net
[Mon Sep  1 13:04:32 2003] [debug]: RT::Action::Notify=HASH(0x8f87c9c): Cc is 
[Mon Sep  1 13:04:32 2003] [debug]: RT::Action::Notify=HASH(0x8f87c9c): Bcc is 
[Mon Sep  1 13:04:32 2003] [debug]: RT::Transaction=HASH(0x8e22d5c): Prepared NotifyRequestors

[Mon Sep  1 13:04:32 2003] [debug]: RT::Transaction=HASH(0x8e22d5c): Committed NotifyRequestors
<snip other scrip checks>
[Mon Sep  1 13:04:33 2003] [warning]: Transaction Created
[Mon Sep  1 13:04:33 2003] [err]: RT::Ticket=HASH(0x8e76b24) couldn't init a transaction (Transaction Created)

I'm running RT-2.0.15 with perl 5.8.0, PostgreSQL 7.3.3, FreeBSD 4.8-STABLE, Apache 1.3.28 with mod_fastcgi 2.4.0

Before anyone asks, yes, I'm not the requestor, yes the scrips are set up to send, and yes I know RT never emails the actor :)

Researching the problem, I've found similar problems, but they claim to have been resolved a few releases ago, and exhibit different behaviour  - http://rt3.fsck.com/Ticket/Display.html?id=950

The correspondance template uses {$Transaction->Content()}, but that should be irrelevant anyway as it looks as if it's not getting the transaction in the first place.

Any ideas?

-- 
Feargal Reilly,
Systems Administrator,
The FBI.


From hgjeong at icraft21.com  Mon Sep  1 11:31:47 2003
From: hgjeong at icraft21.com (Hangu Jeong)
Date: Tue, 2 Sep 2003 00:31:47 +0900
Subject: [rt-users] rt-mailgate problem
Message-ID: <NLEHJODCMCAFDLDMJLIEKEDMCLAA.hgjeong@icraft21.com>

Hi !

I'm encountering following problem on rt-3-0-4.
I don't open tickets via mail.
I got below messages

"Sep  2 00:23:42 itac RT: Permission Denied (/opt/rt3/lib/RT/Interface/Email.pm:615) "

Please help me !

Thanks in advance.

Regards,
Han
 




From pape-rt at inf.fu-berlin.de  Mon Sep  1 12:02:41 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Mon, 01 Sep 2003 18:02:41 +0200
Subject: [rt-users] patch to avoid error when transactions refer to URIs of *purged*
 tickets
Message-ID: <2147483647.1062439361@[10.0.255.35]>

Situation:

if you use the purgedead script to purge deleted tickets entirely from the 
database, links and all other stuff related to the ticket are purged also.

BUT:
if some other ticket refers to the purged ticket - even if the link has 
been deleted - showing history fails a hard error page, which is resolved 
by my attached patch.


EXPLANATION:

the recorded transactions for adding or deleting links to the purged 
tickets are not purged (and should not).

When trying to display the Description of the transaction, RT tries to load 
the Object, which does not reside in database any more, failing with the 
error below. The patch avoids asking the object for its URI, when it is not 
found in the database.

error: ?Can't call method "Id" on an undefined value at 
/export/rt3/lib/RT/URI/fsck_com_rt.pm line 234.

context: ?... ?

229: ?=cut
230: ?
231: ?sub AsString {
232: ?my $self = shift;
233: ?if ($self->IsLocal) {
234: ?return $self->loc("ticket #[_1]", $self->Object->Id);
235: ?
236: ?}
237: ?else {

... ?

code stack: ?
/export/rt3/lib/RT/URI/fsck_com_rt.pm:233
/export/rt3/lib/RT/Transaction_Overlay.pm:655
/export/rt3/local/html/Ticket/Elements/ShowTransaction:28
/export/rt3/local/html/Ticket/Elements/ShowHistory:79
/export/rt3/local/html/Ticket/Display.html:37
/export/rt3/share/html/autohandler:163
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From cwfox at fujitsu.com  Mon Sep  1 14:42:12 2003
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Mon, 1 Sep 2003 08:42:12 -1000
Subject: [rt-users] Can't do setuid although perl was built with setuid.
Message-ID: <LHEMJKEBKJNMFINGKHNHAEGLCCAA.cwfox@fujitsu.com>

Alle,

	I've been running RT3 with no problems for about a week now (RH7.3, perl5.8
w/suid, fastcgi2.4.0, apache1.3.27). Yesterday, the FastCGI handler failed
with the following message:

[Sun Aug 31 05:37:34 2003] [notice] FastCGI: process manager initialized
(pid 17897)
[Sun Aug 31 05:37:34 2003] [warn] FastCGI: server
"/usr/local/rt3/bin/mason_handler.fcgi" started (pid 17898)
[Sun Aug 31 05:37:35 2003] [warn] FastCGI: server
"/usr/local/rt3/bin/mason_handler.fcgi" started (pid 17899)
Can't do setuid
Can't do setuid
[Sun Aug 31 05:37:35 2003] [warn] FastCGI: server
"/usr/local/rt3/bin/mason_handler.fcgi" (pid 17898) terminated by calling
exit with status '255'
[Sun Aug 31 05:37:35 2003] [warn] FastCGI: server
"/usr/local/rt3/bin/mason_handler.fcgi" (pid 17899) terminated by calling
exit with status '255'
[Sun Aug 31 05:37:36 2003] [notice] Apache/1.3.27 (Unix)  (Red-Hat/Linux)
mod_fastcgi/2.4.0 mod_python/2.7.8 Python/1.5.2 mod_ssl/2.8.12
OpenSSL/0.9.6b DAV/1.0.3 PHP/4.1.2 mod_perl/1.26 mod_throttle/3.1.2
configured -- resuming normal operations
[Sun Aug 31 05:37:36 2003] [notice] suEXEC mechanism enabled (wrapper:
/usr/sbin/suexec)
[Sun Aug 31 05:37:36 2003] [notice] Accept mutex: sysvsem (Default: sysvsem)
[Sun Aug 31 05:37:36 2003] [warn] FastCGI: server
"/usr/local/rt3/bin/mason_handler.fcgi" started (pid 17904)
Can't do setuid
[Sun Aug 31 05:37:36 2003] [warn] FastCGI: server
"/usr/local/rt3/bin/mason_handler.fcgi" (pid 17904) terminated by calling
exit with status '255'
[Sun Aug 31 05:37:37 2003] [warn] FastCGI: server
"/usr/local/rt3/bin/mason_handler.fcgi" started (pid 17906)
Can't do setuid
[Sun Aug 31 05:37:37 2003] [warn] FastCGI: server
"/usr/local/rt3/bin/mason_handler.fcgi" (pid 17906) terminated by calling
exit with status '255'
[Sun Aug 31 05:37:37 2003] [warn] FastCGI: server
"/usr/local/rt3/bin/mason_handler.fcgi" has failed to remain running for 30
seconds given 3 attempts, its restart interval has been backed off to 600
seconds

	I checked the archive lists and found info about sperl and rt-mailgate, but
nothing has been changed in /usr/local (where perl and RT3 live) that
pertains to RT, and perl was built with setuid. Anyone have any ideas?

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu America, INC.
E-mail:		cwfox at fujitsu.com
Phone:		(808) 934-4102
Pager:		(808) 934-1290
Cell:			(808) 937-5026




From david at gitman.net  Mon Sep  1 15:35:26 2003
From: david at gitman.net (david at gitman.net)
Date: Mon, 1 Sep 2003 15:35:26 -0400
Subject: [rt-users] Installation Woes
Message-ID: <E19tuSu-0006Uo-NW@s022.ionts.net>

Any ideas/comments are appreciated.

I've been trying to get RT up for days. I've been through the mailing list
archives, logs over and over again with no avail. Hitting RT
(http://rt.ionts.net) I get

%# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %#
(Except where explictly superceded by other copyright notices) %# %# This
work is made available to you under the terms of Version 2 of %# the GNU
General Public License. A copy of that license should have %# been provided
with this software, but in any event can be snarfed %# from www.gnu.org. %#
%# This work is distributed in the hope that it will be useful, but %#
WITHOUT ANY WARRANTY; without even the implied warranty of %#
MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General
Public License for more details. %# %# Unless otherwise specified, all
modifications, corrections or %# extensions to this work which alter its
source code become the %# property of Best Practical Solutions, LLC when
submitted for %# inclusion in the work. %# %# %# END LICENSE BLOCK <&
/Elements/Header, Title=>loc("RT at a glance"), Refresh =>
$session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab =>
'', Title=>loc("RT at a glance") &> <& /Elements/MyTickets &> <&
/Elements/MyRequests &>  <& /Elements/Quicksearch &> 

<& /Elements/Refresh, Name => 'HomeRefreshInterval', Default => $session
{'home_refresh_interval'} &> 
 
<%init> if ( $ARGS{'q'} ) { my $query = $ARGS{'q'}; if ( $query =~
m/^\s*(\d+)\s*$/ ) { $m->redirect("$RT::WebPath/Ticket/Display.html?id=$1");
} $session{'tickets'} = RT::Tickets->new( $session{'CurrentUser'} ); if (
$query =~ m/\@/ ) { $session{'tickets'}->LimitRequestor( VALUE => $query,
OPERATOR => '=', ); $m->redirect("$RT::WebPath/Search/Listing.html"); } # #
Any search on queue name or subject will be for new/open tickets # only. #
$session{'tickets'}->LimitStatus( VALUE => $_, OPERATOR => '=', ) for
qw(open new); my $queue = RT::Queue->new( $session{'CurrentUser'} ); if (
$queue->Load($query) && $queue->Id ) { $session{'tickets'}->LimitQueue(
VALUE => $queue->Id, OPERATOR => '=', );
$m->redirect("$RT::WebPath/Search/Listing.html"); }
$session{'tickets'}->LimitSubject( VALUE => $query, OPERATOR => 'LIKE' );
$m->redirect("$RT::WebPath/Search/Listing.html"); } if
($ARGS{'HomeRefreshInterval'}) { $session{'home_refresh_interval'} =
$ARGS{'HomeRefreshInterval'}; }

Thanks,

David





From Rasmus.Brogger at uni-c.dk  Mon Sep  1 16:27:36 2003
From: Rasmus.Brogger at uni-c.dk (Rasmus =?iso-8859-1?Q?Br=F8gger?=)
Date: Mon, 1 Sep 2003 22:27:36 +0200
Subject: [rt-users] rt-mailgate problem
In-Reply-To: <NLEHJODCMCAFDLDMJLIEKEDMCLAA.hgjeong@icraft21.com>
References: <NLEHJODCMCAFDLDMJLIEKEDMCLAA.hgjeong@icraft21.com>
Message-ID: <20030901202736.GB28824@balder.sektornet.dk>

On Tue, Sep 02, 2003 at 12:31:47AM +0900, Hangu Jeong wrote:
> Hi !
> 
> I'm encountering following problem on rt-3-0-4.
> I don't open tickets via mail.
> I got below messages
> 
> "Sep  2 00:23:42 itac RT: Permission Denied (/opt/rt3/lib/RT/Interface/Email.pm:615) "
> 
> Please help me !
> 
> Thanks in advance.
> 
> Regards,
> Han
>  
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Make sure your MTA has permissions to deliver mail to RT's mailgate.

As far as I remenber you need SMRSH for sendmail, and or setuid-perl for
other MTA's

Cheers, rhb


From bzammit at systemsaligned.com  Tue Sep  2 00:54:30 2003
From: bzammit at systemsaligned.com (Brian Zammit)
Date: Tue, 2 Sep 2003 00:54:30 -0400
Subject: [rt-users] Mason::interp apache startup error
Message-ID: <005d01c3710e$4b7bef00$8704a8c0@testing>

Hello group,

This first install of RT is throwing the following error on apache
start. Any ideas or recommendations?

System is RedHat 7.3, Apache-1.3.27-1.7.2. Apache httpd.conf is default
rt recommended.

Apache startup output:
---
Starting httpd: [Tue Sep  2 00:46:22 2003] [error] Can't locate object
method "set_escape" via package "HTML::Mason::Interp" (perhaps you
forgot to load "HTML::Mason::Interp"?) at
/opt/rt3/lib/RT/Interface/Web.pm line 74.
Compilation failed in require at (eval 6) line 1.

Syntax error on line 577 of /etc/httpd/conf/httpd.conf:
Can't locate object method "set_escape" via package
"HTML::Mason::Interp" (perhaps you forgot to load
"HTML::Mason::Interp"?) at /opt/rt3/lib/RT/Interface/Web.pm line 74.
Compilation failed in require at (eval 6) line 1.

                                                           [FAILED]
---

Brian



From pdh at snapgear.com  Tue Sep  2 01:50:41 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 2 Sep 2003 15:50:41 +1000
Subject: [rt-users] Installation Woes
In-Reply-To: <E19tuSu-0006Uo-NW@s022.ionts.net>
References: <E19tuSu-0006Uo-NW@s022.ionts.net>
Message-ID: <20030902055041.GR601@moreton.com.au>

david at gitman.net wrote:
> I've been trying to get RT up for days. I've been through the mailing list
> archives, logs over and over again with no avail. Hitting RT
> (http://rt.ionts.net) I get
> 
> %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %#

<snip>

Your apache is not configured correctly. Perhaps you could post
your VirtualHost config to the list for diagnosis.....
-- 
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 billp at wjp.net  Tue Sep  2 02:07:22 2003
From: billp at wjp.net (billp)
Date: Mon, 1 Sep 2003 23:07:22 -0700
Subject: [rt-users] RT1 randomly not writing transaction files?
Message-ID: <20030901230722.S5371@nigel.wjp.net>

Here is an odd one.  I searched the archives, and came up empty.

We have been running an RT1.0.7 installation for about 2 years.
We are up to 15290 tickets and 126398 transactions total.

In the past few days, we have noticed that about 20% of the time,
create, respond and comment transactions are NOT writing out the
text transaction file.

Oddly enough, the text IS there in the email that RT sends out
informing us of the new ticket.  (Create example.)  So RT is
seeing the input.

The transactions database lists the transaction properly, but the
actual text file (/local/rt/transactions/2003/Sep/2/xxxx.xxxx) is
not there.

So we now have tickets with create, respond and comment transactions
that have no text in them.

Anyone seen this before?

Can idea how I can debug or find out why it is failing?

It is almost like a random permissions problem, but I verified that
all transaction directories are owned by rt, chmod 750 (as they
all are.)

thanks
bill


From cubic at acronis.ru  Tue Sep  2 04:01:29 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Tue, 02 Sep 2003 12:01:29 +0400
Subject: [rt-users] strange error on give
In-Reply-To: <002301c36f2d$452526e0$0a16160a@desktop>
References: <OEEPLJFBEIHNGLEOBNOLMENNCAAA.cervin@intelenet.net> <20030830183245.GD24630@fsck.com> <002301c36f2d$452526e0$0a16160a@desktop>
Message-ID: <3F544E59.4010004@acronis.ru>

matthew zeier wrote:

>  
>
>>My bet is :
>>Whoever upgraded you from RT2, just copied email templates blindly
>>without taking API changes into account.
>>    
>>
>
>I suspect that was me then and relates to the "couldn't parse head" email I
>posted the other day.
>
>This template was copied from rt2.  There's a blank line before "Request #".
>I'm guessing it's the Requestor that's causing the error.
>
>
>Request #{$Ticket->id} has been GIVEN TO YOU on
>{$Transaction->CreatedAsString} by {$Transaction->CreatorObj->RealName}.
>
>Transaction: {$Transaction->Description}
>       Queue: {$Ticket->QueueObj->Name}
>     Subject: {$Transaction->Subject || {$Ticket->Subject} || "(No subject
>given)"}
>       Owner: {$Ticket->OwnerObj->Name}
>  Requestors: {$Ticket->Requestors->EmailsAsString()}
>
No more EmailAsString sub. Now it's MemberEmailAddressesAsString

  Requestors: {$Ticket->Requestors->MemberEmailAddressesAsString()}

Good luck. Ruslan.

>      Status: {$Ticket->Status}
> Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >
>-------------------------------------------------------------------------
>{$Transaction->Content()}
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.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 hgjeong at icraft21.com  Tue Sep  2 05:10:52 2003
From: hgjeong at icraft21.com (Hangu Jeong)
Date: Tue, 2 Sep 2003 18:10:52 +0900
Subject: [rt-users] rt-mailgate problem
In-Reply-To: <20030901202736.GB28824@balder.sektornet.dk>
Message-ID: <NLEHJODCMCAFDLDMJLIEKEENCLAA.hgjeong@icraft21.com>

Hi Rasmus,

Thank you for your help !
You are right, That is a setuid-perl problem. I fixed it according to FAQ.

Thanks
Regards,
han

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Rasmus Br?ger
Sent: Tuesday, September 02, 2003 5:28 AM
To: Hangu Jeong
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] rt-mailgate problem


On Tue, Sep 02, 2003 at 12:31:47AM +0900, Hangu Jeong wrote:
> Hi !
> 
> I'm encountering following problem on rt-3-0-4.
> I don't open tickets via mail.
> I got below messages
> 
> "Sep  2 00:23:42 itac RT: Permission Denied (/opt/rt3/lib/RT/Interface/Email.pm:615) "
> 
> Please help me !
> 
> Thanks in advance.
> 
> Regards,
> Han
>  
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Make sure your MTA has permissions to deliver mail to RT's mailgate.

As far as I remenber you need SMRSH for sendmail, and or setuid-perl for
other MTA's

Cheers, rhb
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 allbery at ece.cmu.edu  Tue Sep  2 06:01:53 2003
From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH)
Date: Tue, 02 Sep 2003 06:01:53 -0400
Subject: [rt-users] RT1 randomly not writing transaction files?
In-Reply-To: <20030901230722.S5371@nigel.wjp.net>
References: <20030901230722.S5371@nigel.wjp.net>
Message-ID: <1062496913.13147.15.camel@pyanfar.ece.cmu.edu>

On Tue, 2003-09-02 at 02:07, billp wrote:
> We have been running an RT1.0.7 installation for about 2 years.
> We are up to 15290 tickets and 126398 transactions total.

We've had this happen twice (we're at around 90000 tickets and some
insane number of transactions...).

The first time, we hit the limit on number of links in a directory
(using rtstripmime, which splits content into separate files in
per-transaction directories named by incoming timestamp, since when it
executes neither ticket nor transaction ID is available).  The second
time, we ran the filesystem out of inodes.

At present, we've grown the filesystem a bit and nuked dead tickets (99%
of which are spam, viruses, worms, and the like), the rtstripmime
functionality is merged into our local ui/mail/manipulate.pm (which
makes it a bit cleaner), and said functionality creates transactions
using a 2-level directory scheme to avoid the link count issue.

-- 
brandon s. allbery    [linux,solaris,freebsd,perl]     allbery at kf8nh.com
system administrator      [WAY too many hats]        allbery at ece.cmu.edu
electrical and computer engineering, carnegie mellon univ.         KF8NH
URGENT!  E-xpedient nuked APK subdomains; kf8nh.apk.net is DEAD.  Sorry.



From marcus at mediaflex.no  Tue Sep  2 07:40:07 2003
From: marcus at mediaflex.no (Marcus Ramberg)
Date: Tue, 02 Sep 2003 13:40:07 +0200
Subject: [rt-users] Random attachment corruption.
Message-ID: <3F548197.1000104@mediaflex.no>

Hi.

I'm having some troubles with attachments in RT3 (latest version). 
Seemingly at random, RT decides to crunch my binary attachments. I 
thought this was related to filenames with international characters in 
them, but after testing, it seems that the content of these attachments 
are fine, they just lose their file names (end up as (untitled)) ... I'm 
at a bit of a loss about this, been trying to read debug logs on the 
tickets in question, but it doesn't seem out of the ordinary. The 
attachments we have trouble with are jpg/pdfs, but I suppose it would 
affect any binary content. I save a copy in a public folder for now, so 
I can confirm that the content is ok before RT.. Anyone else have 
similar issues?

Marcus
Mediaflex A/S



From dag at dynasim.se  Tue Sep  2 09:26:21 2003
From: dag at dynasim.se (Dag Bruck)
Date: Tue, 2 Sep 2003 15:26:21 +0200
Subject: [rt-users] Splitting a ticket
Message-ID: <200309021326.h82DQL732079@net.dynasim.se>

Sometimes we get support e-mail which lists a number of issues.  Is
there a convenient way of splitting a ticket into several new tickets?
I'm thinking of a semi-manual operation where the body and requestor
are copied.

I'm aware of the possibiity to merge tickets, but I'm looking for the
opposite operation. There is not really any need to create
relationships between the original ticket and the new ones, but that
might be a useful option.

Best regards,

Dag Bruck
Dynasim AB, Sweden


From david at gitman.net  Tue Sep  2 09:39:40 2003
From: david at gitman.net (david at gitman.net)
Date: Tue, 2 Sep 2003 09:39:40 -0400
Subject: [rt-users] Installation Woes
In-Reply-To: <20030902055041.GR601@moreton.com.au>
Message-ID: <E19uBNl-0005ya-Fy@s022.ionts.net>

Below is my current VitualHost. Thanks.

<VirtualHost 66.78.30.242>
     ServerName rt.ionts.net
     DocumentRoot /opt/rt3/share/html
     AddDefaultCharset UTF-8

    <IfModule mod_fastcgi.c>
        AddHandler fastcgi-script fcgi
        FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 3600
        Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
        ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
    </IfModule>

</VirtualHost>

[-d]

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Phil Homewood
Sent: Tuesday, September 02, 2003 1:51 AM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Installation Woes

david at gitman.net wrote:
> I've been trying to get RT up for days. I've been through the mailing list
> archives, logs over and over again with no avail. Hitting RT
> (http://rt.ionts.net) I get
> 
> %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %#

<snip>

Your apache is not configured correctly. Perhaps you could post
your VirtualHost config to the list for diagnosis.....
-- 
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 mitchell at wrath.cts.wustl.edu  Tue Sep  2 09:48:51 2003
From: mitchell at wrath.cts.wustl.edu (Mitchell Henderson)
Date: Tue, 2 Sep 2003 08:48:51 -0500
Subject: [rt-users] RT2 ticket deletion
Message-ID: <20030902134850.GA6707@wrath.cts.wustl.edu>

Hi,
	Over the weekend we got around ~16000 bounced messages.  They are all the same email, so would anyone have a script to do this large of a batch update or would a simple mysql command line update to the Tickets.Status var work?

Thanks,
Mitchell
henderson at wustl.edu


From binand at gmx.net  Tue Sep  2 10:06:32 2003
From: binand at gmx.net (Binand Sethumadhavan)
Date: Tue, 2 Sep 2003 10:06:32 -0400
Subject: [rt-users] RT2 ticket deletion
In-Reply-To: <20030902134850.GA6707@wrath.cts.wustl.edu>
References: <20030902134850.GA6707@wrath.cts.wustl.edu>
Message-ID: <20030902140632.GA3951@zeus.cysphere.com>

On Tue, Sep 02, 2003 at 08:48:51AM -0500, Mitchell Henderson wrote:
> Hi,
> 	Over the weekend we got around ~16000 bounced messages.  They are all the
> 	same email, so would anyone have a script to do this large of a batch
> 	update or would a simple mysql command line update to the Tickets.Status
> 	var work?

With RT2, you could do:

/path/to/rt/bin/rt2 --id=1-16000 --status=dead

to kill all tickets numbered from 1 to 16000.

Binand



From feargal at thecia.ie  Tue Sep  2 10:23:21 2003
From: feargal at thecia.ie (Feargal Reilly)
Date: Tue, 2 Sep 2003 15:23:21 +0100
Subject: [rt-users] RT2 ticket deletion
In-Reply-To: <20030902140632.GA3951@zeus.cysphere.com>
References: <20030902134850.GA6707@wrath.cts.wustl.edu>
	<20030902140632.GA3951@zeus.cysphere.com>
Message-ID: <20030902152321.23118efc.feargal@thecia.ie>

On Tue, 2 Sep 2003 10:06:32 -0400
Binand Sethumadhavan <binand at gmx.net> wrote:

> On Tue, Sep 02, 2003 at 08:48:51AM -0500, Mitchell Henderson wrote:
> > Hi,
> > 	Over the weekend we got around ~16000 bounced messages.  They are all the
> > 	same email, so would anyone have a script to do this large of a batch
> > 	update or would a simple mysql command line update to the Tickets.Status
> > 	var work?
> 
> With RT2, you could do:
> 
> /path/to/rt/bin/rt2 --id=1-16000 --status=dead
> 
> to kill all tickets numbered from 1 to 16000.

If any valid tickets came in the middle however, this would kill them too. Assuming you don't have scrips you want triggered by the status change (with 16,000 I doubt you do) a simple sql query would do it:
UPDATE tickets SET status='dead' WHERE creator=12345;
12345 is the id in the user's table - 
SELECT id FROM users WHERE emailaddress='spammer at example.com';

-fr.

-- 
Feargal Reilly,
Systems Administrator,
The FBI.


From bzammit at systemsaligned.com  Tue Sep  2 10:53:36 2003
From: bzammit at systemsaligned.com (Brian Zammit)
Date: Tue, 2 Sep 2003 10:53:36 -0400
Subject: [rt-users] Mason::interp apache startup error
In-Reply-To: <20030902061932.GB16217@balder.sektornet.dk>
Message-ID: <006601c37161$fd01dcf0$8704a8c0@testing>

I think the module is installed okay:

# perl -MCPAN -e 'install HTML::Mason::Interp'
CPAN: Storable loaded ok
Going to read /root/.cpan/Metadata
  Database was generated on Sun, 31 Aug 2003 23:44:43 GMT
HTML::Mason::Interp is up to date.


>-----Original Message-----
>From: Rasmus Br?gger [mailto:Rasmus.Brogger at uni-c.dk] 
>Sent: September 2, 2003 2:20 AM
>To: Brian Zammit
>Subject: Re: [rt-users] Mason::interp apache startup error
>
>
>On Tue, Sep 02, 2003 at 12:54:30AM -0400, Brian Zammit wrote:
>> Hello group,
>> 
>> This first install of RT is throwing the following error on apache 
>> start. Any ideas or recommendations?
>> 
>> System is RedHat 7.3, Apache-1.3.27-1.7.2. Apache httpd.conf is 
>> default rt recommended.
>> 
>> Apache startup output:
>> ---
>> Starting httpd: [Tue Sep  2 00:46:22 2003] [error] Can't 
>locate object 
>> method "set_escape" via package "HTML::Mason::Interp" (perhaps you 
>> forgot to load "HTML::Mason::Interp"?) at 
>> /opt/rt3/lib/RT/Interface/Web.pm line 74. Compilation failed in 
>> require at (eval 6) line 1.
>> 
>> Syntax error on line 577 of /etc/httpd/conf/httpd.conf:
>> Can't locate object method "set_escape" via package 
>> "HTML::Mason::Interp" (perhaps you forgot to load
>> "HTML::Mason::Interp"?) at /opt/rt3/lib/RT/Interface/Web.pm line 74. 
>> Compilation failed in require at (eval 6) line 1.
>> 
>>                                                            [FAILED]
>> ---
>> 
>> Brian
>> 
>> _______________________________________________
>> rt-users mailing list
>> rt-users at lists.fsck.com 
>> http://lists.fsck.com/mailman/listinfo/rt-users
>> 
>> Have you read the FAQ? The RT FAQ Manager lives at 
>> http://fsck.com/rtfm
>
>
>Have installed the perl package HTML::Mason::Interp?
>
>/rhb
>



From feargal at thecia.ie  Tue Sep  2 11:14:55 2003
From: feargal at thecia.ie (Feargal Reilly)
Date: Tue, 2 Sep 2003 16:14:55 +0100
Subject: [rt-users] Splitting a ticket
In-Reply-To: <200309021326.h82DQL732079@net.dynasim.se>
References: <200309021326.h82DQL732079@net.dynasim.se>
Message-ID: <20030902161455.6d74d32a.feargal@thecia.ie>

On Tue, 2 Sep 2003 15:26:21 +0200
Dag Bruck <dag at dynasim.se> wrote:

> Sometimes we get support e-mail which lists a number of issues.  Is
> there a convenient way of splitting a ticket into several new tickets?
> I'm thinking of a semi-manual operation where the body and requestor
> are copied.
> 
> I'm aware of the possibiity to merge tickets, but I'm looking for the
> opposite operation. There is not really any need to create
> relationships between the original ticket and the new ones, but that
> might be a useful option.

Attached are two files, Create.html and ShowTransaction - I don't have patches since I don't have the source handy right now.
They add a link 'Clone' to a transaction beside 'Reply' and 'Comment'.
It'll bring you to the Create Ticket page with the subject, requestor, and transaction text pre-filled for you. Status, dependencies etc. are not filled in, but it would be easy enough to do.

This is for rt-2.0.15 - copy Create.html to /path/to/rt2/WebRT/html/Ticket/Create.html and ShowTransaction to /path/to/rt2/WebRT/html/Ticket/Element/ShowTransaction

and it should just work. You should back up the current ones first though just in case...

If you really want, I'll dig up the changed I made to them.

Regards,
-fr.
 
> Best regards,
> 
> Dag Bruck
> Dynasim AB, Sweden
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 


-- 
Feargal Reilly,
Systems Administrator,
The FBI.

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From RT at InterCept.Net  Tue Sep  2 11:26:39 2003
From: RT at InterCept.Net (RT)
Date: Tue, 2 Sep 2003 11:26:39 -0400
Subject: [rt-users] Installation Woes
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B6B2@icptex02.corp.icpt.net>

David,
	I noticed you were missing a few options, so here is my virtual
setting:

<VirtualHost 172.16.3.221>
    ServerName rt.intercept.net
    DocumentRoot /opt/rt3/share/html
    RedirectMatch permanent (.*)/$ http://rt.intercept.net$1/index.html
    AddDefaultCharset UTF-8

    # this line applies to Apache2+mod_perl2 
    PerlModule Apache2 Apache::compat

    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl

    <Location />
        SetHandler perl-script
        PerlHandler RT::Mason
    </Location>
</VirtualHost>


Michael
-----Original Message-----
From: david at gitman.net [mailto:david at gitman.net] 
Posted At: Tuesday, September 02, 2003 9:40 AM
Posted To: RT
Conversation: [rt-users] Installation Woes
Subject: RE: [rt-users] Installation Woes

Below is my current VitualHost. Thanks.

<VirtualHost 66.78.30.242>
     ServerName rt.ionts.net
     DocumentRoot /opt/rt3/share/html
     AddDefaultCharset UTF-8

    <IfModule mod_fastcgi.c>
        AddHandler fastcgi-script fcgi
        FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 3600
        Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
        ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
    </IfModule>

</VirtualHost>

[-d]

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Phil Homewood
Sent: Tuesday, September 02, 2003 1:51 AM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Installation Woes

david at gitman.net wrote:
> I've been trying to get RT up for days. I've been through the mailing
list
> archives, logs over and over again with no avail. Hitting RT
> (http://rt.ionts.net) I get
> 
> %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %#
%#

<snip>

Your apache is not configured correctly. Perhaps you could post
your VirtualHost config to the list for diagnosis.....
-- 
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




_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 sean.perry at intransa.com  Tue Sep  2 11:37:39 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Tue, 02 Sep 2003 08:37:39 -0700
Subject: [rt-users] not notifying cc's
In-Reply-To: <20030829052932.GM599@moreton.com.au>
References: <3F4E33DE.8050004@intransa.com> <20030829052932.GM599@moreton.com.au>
Message-ID: <3F54B943.7060503@intransa.com>

Phil Homewood wrote:

> 
> It's doing what it's supposed to -- CCs aren't requestors, they're CCs.
> Perhaps you want NotifyRequestorsAndCCs ?

ah, thanks.  I thought this was being handled by "other recipients" 
which I also have setup for OnCorrespond.

The appendices do not document the actions well (notify cc's v. other 
recipients).




From david at gitman.net  Tue Sep  2 11:46:08 2003
From: david at gitman.net (david at gitman.net)
Date: Tue, 2 Sep 2003 11:46:08 -0400
Subject: [rt-users] Installation Woes
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB25B6B2@icptex02.corp.icpt.net>
Message-ID: <E19uDM8-0007Qo-Hi@s022.ionts.net>

I'm using fastcgi not modperl. 

[-d]

-----Original Message-----
From: RT [mailto:RT at InterCept.Net] 
Sent: Tuesday, September 02, 2003 11:27 AM
To: david at gitman.net
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] Installation Woes

David,
	I noticed you were missing a few options, so here is my virtual
setting:

<VirtualHost 172.16.3.221>
    ServerName rt.intercept.net
    DocumentRoot /opt/rt3/share/html
    RedirectMatch permanent (.*)/$ http://rt.intercept.net$1/index.html
    AddDefaultCharset UTF-8

    # this line applies to Apache2+mod_perl2 
    PerlModule Apache2 Apache::compat

    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl

    <Location />
        SetHandler perl-script
        PerlHandler RT::Mason
    </Location>
</VirtualHost>


Michael
-----Original Message-----
From: david at gitman.net [mailto:david at gitman.net] 
Posted At: Tuesday, September 02, 2003 9:40 AM
Posted To: RT
Conversation: [rt-users] Installation Woes
Subject: RE: [rt-users] Installation Woes

Below is my current VitualHost. Thanks.

<VirtualHost 66.78.30.242>
     ServerName rt.ionts.net
     DocumentRoot /opt/rt3/share/html
     AddDefaultCharset UTF-8

    <IfModule mod_fastcgi.c>
        AddHandler fastcgi-script fcgi
        FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 3600
        Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
        ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
    </IfModule>

</VirtualHost>

[-d]

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Phil Homewood
Sent: Tuesday, September 02, 2003 1:51 AM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Installation Woes

david at gitman.net wrote:
> I've been trying to get RT up for days. I've been through the mailing
list
> archives, logs over and over again with no avail. Hitting RT
> (http://rt.ionts.net) I get
> 
> %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %#
%#

<snip>

Your apache is not configured correctly. Perhaps you could post
your VirtualHost config to the list for diagnosis.....
-- 
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




_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 feargal at thecia.ie  Tue Sep  2 12:54:34 2003
From: feargal at thecia.ie (Feargal Reilly)
Date: Tue, 2 Sep 2003 17:54:34 +0100
Subject: [rt-users] Installation Woes
In-Reply-To: <E19uBNl-0005ya-Fy@s022.ionts.net>
References: <20030902055041.GR601@moreton.com.au>
	<E19uBNl-0005ya-Fy@s022.ionts.net>
Message-ID: <20030902175434.76b9cde3.feargal@thecia.ie>

Are you sure fastcgi is configured/compiled correctly in apache?

Comment out the <IfModule mod_fastcgi.c> and </IfModule> lines, and then then do 'apachectl configtest'. If it gives an 'Invalid command' error, then apache doesn't have fastcgi available to it.

If it was compiled in statically, do httpd -l to check its there, otherwise make sure the following lines are in your httpd.conf:

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

note, the path in LoadModule may be different, it should be whereever mod_fastcgi.so is relative to your ServerRoot.

-fr.

On Tue, 2 Sep 2003 09:39:40 -0400
<david at gitman.net> wrote:

> Below is my current VitualHost. Thanks.
> 
> <VirtualHost 66.78.30.242>
>      ServerName rt.ionts.net
>      DocumentRoot /opt/rt3/share/html
>      AddDefaultCharset UTF-8
> 
>     <IfModule mod_fastcgi.c>
>         AddHandler fastcgi-script fcgi
>         FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 3600
>         Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
>         ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>     </IfModule>
> 
> </VirtualHost>
> 
> [-d]
> 
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
> On Behalf Of Phil Homewood
> Sent: Tuesday, September 02, 2003 1:51 AM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Installation Woes
> 
> david at gitman.net wrote:
> > I've been trying to get RT up for days. I've been through the mailing list
> > archives, logs over and over again with no avail. Hitting RT
> > (http://rt.ionts.net) I get
> > 
> > %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %#
> 
> <snip>
> 
> Your apache is not configured correctly. Perhaps you could post
> your VirtualHost config to the list for diagnosis.....
> -- 
> 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
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 


-- 
Feargal Reilly,
Systems Administrator,
The FBI.


From datkinson at sevenww.co.uk  Tue Sep  2 13:08:27 2003
From: datkinson at sevenww.co.uk (Atkinson, Daniel)
Date: Tue, 2 Sep 2003 18:08:27 +0100 
Subject: [rt-users] Mailgate Problem - Exim / Debian
Message-ID: <0988C2A4D52A384C9377C80C9C2D5FB201F098@exchange2-uk.sevenww.co.uk>

Hi guys,

I've finally got the RT web interface up and running on my Debian box
(sarge, the current testing release).

I've moved on to set up the mailgate but now I'm stuck. I'm using Exim since
it was already installed and there were some bare-bones installation
instructions included with the debian package of RT3.

I just can't seem to get mail into the RT queues. I've posted some logs etc
below, any help much appreciated, and please forgive any glaring errors or
idiot mistakes, I'm a total RT/Linux newbie.

Thanks,
Dan.


Here's an example of me sending a message from the exim log:

2003-09-02 21:00:36 19uGOK-00008y-00 <= datkinson at sevenww.co.uk
H=exchange2-uk.s
evenww.co.uk [10.32.1.76] P=esmtp S=1894
id=0988C2A4D52A384C9377C80C9C2D5FB201F0
97 at exchange2-uk.sevenww.co.uk
2003-09-02 21:00:37 19uGOL-000095-00 <= www-data at rt.sevenww.co.uk U=www-data
P=l
ocal S=2957
2003-09-02 21:00:37 19uGOK-00008y-00 => |/usr/bin/rt-mailgate --queue
general --
action comment --url http://rt.sevenww.co.uk/ <rt at rt.sevenww.co.uk>
D=system_ali
ases T=address_pipe
2003-09-02 21:00:37 19uGOK-00008y-00 Completed
2003-09-02 21:00:37 19uGOL-000095-00 == root at rt.sevenww.co.uk
T=local_delivery d
efer (13): Permission denied: creating lock file hitching post
/var/spool/mail/r
oot.lock.rt.sevenww.co.uk.3f54e8d5.00000237 (euid=65534 egid=65534)

It always seems to log that 'permission denied', not sure why.

Here are the RT aliases which I have in a separate file...

rt: "|/usr/bin/rt-mailgate --queue General --action correspond --url
http://rt.sevenww.co.uk/"
rt-comment: "|/usr/bin/rt-mailgate --queue General --action comment --url
http://rt.sevenww.co.uk/"

And here's my exim config:

qualify_domain = rt.sevenww.co.uk

# qualify_recipient =
local_domains = localhost:rt,rt.sevenww.co.uk

local_domains_include_host = true
local_domains_include_host_literals = true

relay_domains_include_local_mx = true

never_users = root

host_lookup = *

host_accept_relay = 127.0.0.1 : ::::1

host_auth_accept_relay = *

trusted_users = mail:www-data

smtp_verify = true

gecos_pattern = ^([^,:]*)
gecos_name = $1

smtp_accept_queue_per_connection = 100

freeze_tell_mailmaster = true

received_header_text = "Received: \
         ${if def:sender_rcvhost {from ${sender_rcvhost}\n\t}\
         {${if def:sender_ident {from ${sender_ident} }}\
         ${if def:sender_helo_name {(helo=${sender_helo_name})\n\t}}}}\
         by ${primary_hostname} \
         ${if def:received_protocol {with ${received_protocol}}} \
         (Exim ${version_number} #${compile_number} (Debian))\n\t\
         id ${message_id}\
         ${if def:received_for {\n\tfor <$received_for>}}"

receiver_try_verify = true

end


######################################################################
#                      TRANSPORTS CONFIGURATION                      #
######################################################################
#                       ORDER DOES NOT MATTER                        #
#     Only one appropriate transport is called for each delivery.    #
######################################################################

local_delivery:
  driver = appendfile
  group = mail
  mode = 0660
  mode_fail_narrower = false
  envelope_to_add = true
  return_path_add = true
  file = /var/spool/mail/${local_part}

address_pipe:
  driver = pipe
  path = /usr/bin:/bin:/usr/local/bin
  return_output

address_file:
  driver = appendfile
  envelope_to_add = true
  return_path_add = true

address_directory:
  driver = appendfile
  no_from_hack
  prefix = ""
  suffix = ""

address_reply:
  driver = autoreply

procmail_pipe:
  driver = pipe
  command = "/usr/bin/procmail"
  return_path_add
  delivery_date_add
  envelope_to_add
# check_string = "From "
# escape_string = ">From "
  suffix = ""

remote_smtp:
  driver = smtp
# authenticate_hosts = smarthost.isp.com

end


######################################################################
#                      DIRECTORS CONFIGURATION                       #
#             Specifies how local addresses are handled              #
######################################################################
#                          ORDER DOES MATTER                         #
#   A local address is passed to each in turn until it is accepted.  #
######################################################################

real_local:
  prefix = real-
  driver = localuser
  transport = local_delivery

system_aliases:
  driver = aliasfile
  file_transport = address_file
  pipe_transport = address_pipe
  file = /etc/aliases
  search_type = lsearch
  user = www-data

# RT Configuration

rt_aliases:
  driver = aliasfile
  file_transport = address_file
  pipe_transport = address_pipe
  file = /etc/request-tracker3/aliases
  search_type = lsearch
  user = www-data

userforward:
  driver = forwardfile
  file_transport = address_file
  pipe_transport = address_pipe
  reply_transport = address_reply
  no_verify
  check_ancestor
  check_local_user
  file = .forward
  modemask = 002
  filter

# This director runs procmail for users who have a .procmailrc file

procmail:
  driver = localuser
  transport = procmail_pipe
  require_files =
${local_part}:+${home}:+${home}/.procmailrc:+/usr/bin/procmail
  no_verify

# This director matches local user mailboxes.

localuser:
  driver = localuser
  transport = local_delivery

end


######################################################################
#                      ROUTERS CONFIGURATION                         #
#            Specifies how remote addresses are handled              #
######################################################################
#                          ORDER DOES MATTER                         #
#  A remote address is passed to each in turn until it is accepted.  #
######################################################################

lookuphost:
  driver = lookuphost
  transport = remote_smtp

literal:
  driver = ipliteral
  transport = remote_smtp

end


# Domain               Error       Retries
# ------               -----       -------

*                      *           F,2h,15m; G,16h,2h,1.5; F,4d,8h

end


######################################################################
#                      REWRITE CONFIGURATION                         #
######################################################################


# There are no rewriting specifications in this default configuration file.


# This rewriting rule is particularly useful for dialup users who
# don't have their own domain, but could be useful for anyone.
# It looks up the real address of all local users in a file

*@rt    ${lookup{$1}lsearch{/etc/email-addresses}\
                                                {$value}fail} frFs

end


# End of Exim configuration file


From seph at directionless.org  Tue Sep  2 14:09:42 2003
From: seph at directionless.org (seph)
Date: Tue, 02 Sep 2003 14:09:42 -0400
Subject: [rt-users] Re: Mailgate Problem - Exim / Debian
In-Reply-To: <0988C2A4D52A384C9377C80C9C2D5FB201F098@exchange2-uk.sevenww.co.uk> (Daniel
 Atkinson's message of "Tue, 2 Sep 2003 18:08:27 +0100")
References: <0988C2A4D52A384C9377C80C9C2D5FB201F098@exchange2-uk.sevenww.co.uk>
Message-ID: <w52ad9ndpuh.fsf@lame.message.id>

> I just can't seem to get mail into the RT queues. I've posted some logs etc
> below, any help much appreciated, and please forgive any glaring errors or
> idiot mistakes, I'm a total RT/Linux newbie.

You're not just getting a "permission denied" error, you're getting:

   Permission denied: creating lock file hitching post 
     /var/spool/mail/root.lock.rt.sevenww.co.uk.3f54e8d5.00000237

which is an exim not an RT error. google find information about it
pretty quickly. It's related to what user exim runs as, and the
permissions on /var/spool/mail/

seph


From datkinson at sevenww.co.uk  Tue Sep  2 14:40:52 2003
From: datkinson at sevenww.co.uk (Atkinson, Daniel)
Date: Tue, 2 Sep 2003 19:40:52 +0100 
Subject: [rt-users] RE: Mailgate Problem - Exim / Debian
Message-ID: <0988C2A4D52A384C9377C80C9C2D5FB201F09B@exchange2-uk.sevenww.co.uk>

thanks seph, i should have realised it was Exim.

i've now fixed the problem by changing the permissions.

it's two weeks since I started looking at RT and at last it's working....now
all I have to do is get it configured properly...

thanks again,
dan.

-----Original Message-----
From: seph [mailto:seph at directionless.org]
Sent: 02 September 2003 19:10
To: Atkinson, Daniel
Cc: 'rt-users at lists.fsck.com'
Subject: Re: Mailgate Problem - Exim / Debian


> I just can't seem to get mail into the RT queues. I've posted some logs
etc
> below, any help much appreciated, and please forgive any glaring errors or
> idiot mistakes, I'm a total RT/Linux newbie.

You're not just getting a "permission denied" error, you're getting:

   Permission denied: creating lock file hitching post 
     /var/spool/mail/root.lock.rt.sevenww.co.uk.3f54e8d5.00000237

which is an exim not an RT error. google find information about it
pretty quickly. It's related to what user exim runs as, and the
permissions on /var/spool/mail/

seph


From david at gitman.net  Tue Sep  2 14:58:23 2003
From: david at gitman.net (david at gitman.net)
Date: Tue, 2 Sep 2003 14:58:23 -0400
Subject: [rt-users] Installation Woes
In-Reply-To: <20030902175434.76b9cde3.feargal@thecia.ie>
Message-ID: <E19uGMB-0001Gc-AW@s022.ionts.net>

I've tried that already. :) I've gotten emails from a half a dozen people
directly; stating the same problem.

[-d]

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Feargal Reilly
Sent: Tuesday, September 02, 2003 12:55 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Installation Woes

Are you sure fastcgi is configured/compiled correctly in apache?

Comment out the <IfModule mod_fastcgi.c> and </IfModule> lines, and then
then do 'apachectl configtest'. If it gives an 'Invalid command' error, then
apache doesn't have fastcgi available to it.

If it was compiled in statically, do httpd -l to check its there, otherwise
make sure the following lines are in your httpd.conf:

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

note, the path in LoadModule may be different, it should be whereever
mod_fastcgi.so is relative to your ServerRoot.

-fr.

On Tue, 2 Sep 2003 09:39:40 -0400
<david at gitman.net> wrote:

> Below is my current VitualHost. Thanks.
> 
> <VirtualHost 66.78.30.242>
>      ServerName rt.ionts.net
>      DocumentRoot /opt/rt3/share/html
>      AddDefaultCharset UTF-8
> 
>     <IfModule mod_fastcgi.c>
>         AddHandler fastcgi-script fcgi
>         FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 3600
>         Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
>         ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>     </IfModule>
> 
> </VirtualHost>
> 
> [-d]
> 
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
> On Behalf Of Phil Homewood
> Sent: Tuesday, September 02, 2003 1:51 AM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Installation Woes
> 
> david at gitman.net wrote:
> > I've been trying to get RT up for days. I've been through the mailing
list
> > archives, logs over and over again with no avail. Hitting RT
> > (http://rt.ionts.net) I get
> > 
> > %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %#
> 
> <snip>
> 
> Your apache is not configured correctly. Perhaps you could post
> your VirtualHost config to the list for diagnosis.....
> -- 
> 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
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 


-- 
Feargal Reilly,
Systems Administrator,
The FBI.
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

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






From jjasen at datafoundation.com  Tue Sep  2 15:00:54 2003
From: jjasen at datafoundation.com (John Jasen)
Date: Tue, 2 Sep 2003 15:00:54 -0400 (EDT)
Subject: [rt-users] stupid question queue: rt-crontool
Message-ID: <Pine.LNX.4.44.0309021500020.3147-100000@duellist.datafoundation.com>

I didn't find documentation on how to use rt-crontool. Is there a brief on 
what options/flags it takes and output configuration?

Thanks.





From david at gitman.net  Tue Sep  2 15:12:14 2003
From: david at gitman.net (david at gitman.net)
Date: Tue, 2 Sep 2003 15:12:14 -0400
Subject: [rt-users] Installation Woes
In-Reply-To: <20030902175434.76b9cde3.feargal@thecia.ie>
Message-ID: <E19uGZa-0001Qe-K9@s022.ionts.net>

I've tried that already. :) 

Also according to http://httpd.apache.org/docs-2.0/upgrading.html

The AddModule and ClearModuleList directives no longer exist. These
directives were used to ensure that modules could be enabled in the correct
order. The new Apache 2.0 API allows modules to explicitly specify their
ordering, eliminating the need for these directives.

I've gotten emails from a half a dozen people directly; stating the same
problem.

[-d]

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Feargal Reilly
Sent: Tuesday, September 02, 2003 12:55 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Installation Woes

Are you sure fastcgi is configured/compiled correctly in apache?

Comment out the <IfModule mod_fastcgi.c> and </IfModule> lines, and then
then do 'apachectl configtest'. If it gives an 'Invalid command' error, then
apache doesn't have fastcgi available to it.

If it was compiled in statically, do httpd -l to check its there, otherwise
make sure the following lines are in your httpd.conf:

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

note, the path in LoadModule may be different, it should be whereever
mod_fastcgi.so is relative to your ServerRoot.

-fr.

On Tue, 2 Sep 2003 09:39:40 -0400
<david at gitman.net> wrote:

> Below is my current VitualHost. Thanks.
> 
> <VirtualHost 66.78.30.242>
>      ServerName rt.ionts.net
>      DocumentRoot /opt/rt3/share/html
>      AddDefaultCharset UTF-8
> 
>     <IfModule mod_fastcgi.c>
>         AddHandler fastcgi-script fcgi
>         FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 3600
>         Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
>         ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>     </IfModule>
> 
> </VirtualHost>
> 
> [-d]
> 
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
> On Behalf Of Phil Homewood
> Sent: Tuesday, September 02, 2003 1:51 AM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Installation Woes
> 
> david at gitman.net wrote:
> > I've been trying to get RT up for days. I've been through the mailing
list
> > archives, logs over and over again with no avail. Hitting RT
> > (http://rt.ionts.net) I get
> > 
> > %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %#
> 
> <snip>
> 
> Your apache is not configured correctly. Perhaps you could post
> your VirtualHost config to the list for diagnosis.....
> -- 
> 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
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 


-- 
Feargal Reilly,
Systems Administrator,
The FBI.
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 bzammit at systemsaligned.com  Tue Sep  2 15:17:18 2003
From: bzammit at systemsaligned.com (Brian Zammit)
Date: Tue, 2 Sep 2003 15:17:18 -0400
Subject: [rt-users] Mason::interp apache startup error
In-Reply-To: <006601c37161$fd01dcf0$8704a8c0@testing>
Message-ID: <00a801c37186$d3e56b50$8704a8c0@testing>

Here is the entry in my httpd.conf file. Any one have an idea of how to
get RT running.

<VirtualHost *:80>
        ServerName rt.test.com
        ServerAdmin hostmaster at test.com
        DocumentRoot /opt/rt3/share/html
        AddDefaultCharset UTF-8
        PerlModule Apache::DBI
#       PerlRequire /opt/rt3/bin/webmux.pl
        CustomLog /var/log/httpd/rt.test.com-access_log combined
        <Location />
          SetHandler perl-script
          PerlHandler RT::Mason
        </Location>
</VirtualHost>


>-----Original Message-----
>From: rt-users-admin at lists.fsck.com 
>[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Brian Zammit
>Sent: September 2, 2003 10:54 AM
>To: rt-users at lists.fsck.com
>Subject: RE: [rt-users] Mason::interp apache startup error
>
>
>I think the module is installed okay:
>
># perl -MCPAN -e 'install HTML::Mason::Interp'
>CPAN: Storable loaded ok
>Going to read /root/.cpan/Metadata
>  Database was generated on Sun, 31 Aug 2003 23:44:43 GMT 
>HTML::Mason::Interp is up to date.
>
>
>>-----Original Message-----
>>From: Rasmus Br?gger [mailto:Rasmus.Brogger at uni-c.dk]
>>Sent: September 2, 2003 2:20 AM
>>To: Brian Zammit
>>Subject: Re: [rt-users] Mason::interp apache startup error
>>
>>
>>On Tue, Sep 02, 2003 at 12:54:30AM -0400, Brian Zammit wrote:
>>> Hello group,
>>> 
>>> This first install of RT is throwing the following error on apache
>>> start. Any ideas or recommendations?
>>> 
>>> System is RedHat 7.3, Apache-1.3.27-1.7.2. Apache httpd.conf is
>>> default rt recommended.
>>> 
>>> Apache startup output:
>>> ---
>>> Starting httpd: [Tue Sep  2 00:46:22 2003] [error] Can't
>>locate object
>>> method "set_escape" via package "HTML::Mason::Interp" (perhaps you
>>> forgot to load "HTML::Mason::Interp"?) at 
>>> /opt/rt3/lib/RT/Interface/Web.pm line 74. Compilation failed in 
>>> require at (eval 6) line 1.
>>> 
>>> Syntax error on line 577 of /etc/httpd/conf/httpd.conf: 
>Can't locate 
>>> object method "set_escape" via package 
>"HTML::Mason::Interp" (perhaps 
>>> you forgot to load
>>> "HTML::Mason::Interp"?) at /opt/rt3/lib/RT/Interface/Web.pm line 74.
>>> Compilation failed in require at (eval 6) line 1.
>>> 
>>>                                                            [FAILED]
>>> ---
>>> 
>>> Brian
>>> 
>>> _______________________________________________
>>> rt-users mailing list
>>> rt-users at lists.fsck.com
>>> http://lists.fsck.com/mailman/listinfo/rt-users
>>> 
>>> Have you read the FAQ? The RT FAQ Manager lives at
>>> http://fsck.com/rtfm
>>
>>
>>Have installed the perl package HTML::Mason::Interp?
>>
>>/rhb
>>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.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 tgerla at outsourcefinancial.com  Tue Sep  2 15:54:07 2003
From: tgerla at outsourcefinancial.com (Tim Gerla)
Date: Tue, 02 Sep 2003 12:54:07 -0700
Subject: [rt-users] Sporatic web attachment corruption
Message-ID: <1062532446.28821.7.camel@redwall.ofsloans.com>

I'm running RT 3.0.4 on a Red Hat 9 machine, with stock Apache 2.0.40
and mod_perl 1.99_07, and I'm seeing some strange web attachment
corruption bugs. It's happening in the base64 encoding of binary
attachments. (MS Word, PDF, etc) The file size is increased by a few
hundred bytes. I have pasted a section near the end of the same file (a
very simple MS Word document), the first attached correctly, and the
second, incorrectly.

Correct:
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Incorrect:

AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA
AAAAAAAAAAAAw7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA
AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAQAAAMO+w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/D
v8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/
w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/D
v8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/
w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/D
v8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/
w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/D
v8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/
w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/D
v8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/
w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/D
v8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/
w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/D
v8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/
w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/D
v8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/
w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/D
v8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/w7/Dv8O/
w7/Dv8O/w7/Dv8O/w7/Dv8O/AQDDvsO/AwoAAMO/w7/Dv8O/BgkCAAAAAADDgAAAAAAAAEYYAAAA
TWljcm9zb2Z0IFdvcmQgRG9jdW1lbnQACgAAAE1TV29yZERvYwAQAAAAV29yZC5Eb2N1bWVudC44
AMO0OcKycQAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA
AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA
AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA
AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA
AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA
AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA
AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA
AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA=


I don't know if this helps. I can provide the entire attachments
database rows for each instance, as well as the original file, if anyone
wants to take a look. I'm rather stumped, and I don't know the RT
codebase well enough to debug this through.

My first guess is some sort of (unicode?) encoding issue, but it's so
intermittent that I'm just not sure.

Any help appreciated,

-Tim
tgerla at outsourcefinancial.com
Outsource Financial Services, LLC.



From murphy at genome.chop.edu  Tue Sep  2 16:38:41 2003
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Tue, 2 Sep 2003 16:38:41 -0400
Subject: [rt-users] apache spins cpu
Message-ID: <70748B50-DD85-11D7-9C42-0003930D3626@genome.chop.edu>

Several times I've noticed one or two of my Apache processes sucking 
cpu scandalously (see ps output below), and I'm looking for 
troubleshooting tips.   The load is essentially nonexistent.  This 
server is accessed a couple times an hour on average.   Once an apache 
child starts doing this, it continues until I restart apache.

Apache 1.3.28
mod_perl 1.28
RT 3.04
Mason 1.22
Mac OS X 10.2

The apache log files show no activity.  The system log file shows no 
activity.  Just for fun I tried ktrace on the runaway processes, and it 
shows absolutely nothing.  (ktrace on other processes shows interesting 
things happening).

[localhost:rt3/var/log] jimcrack# ps axu | grep httpd
nobody   14878  100.4  1.0    29104  15920  ??  R    11:23PM 214:58.80 
/usr/local/apache/bin/httpd
nobody   14867  83.4  1.5    32692  23280  ??  R    11:20PM 213:55.10 
/usr/local/apache/bin/httpd
root     14747   0.0  0.1    25708   1380  ??  Ss   10:30PM   0:03.25 
/usr/local/apache/bin/httpd
nobody   14748   0.0  1.3    31444  20552  ??  S    10:30PM   0:07.86 
/usr/local/apache/bin/httpd
nobody   14749   0.0  1.5    32664  23344  ??  S    10:30PM   0:09.92 
/usr/local/apache/bin/httpd
nobody   14750   0.0  1.5    32980  23880  ??  S    10:30PM   0:09.40 
/usr/local/apache/bin/httpd
nobody   14751   0.0  1.4    32232  22652  ??  S    10:30PM   0:17.03 
/usr/local/apache/bin/httpd
nobody   14752   0.0  1.5    32744  23532  ??  S    10:30PM   0:06.69 
/usr/local/apache/bin/httpd
nobody   16568   0.0  1.5    32472  23368  ??  S    10:36AM   0:09.10 
/usr/local/apache/bin/httpd
nobody   16569   0.0  1.4    31180  21896  ??  S    10:36AM   0:07.47 
/usr/local/apache/bin/httpd
nobody   16570   0.0  1.4    31436  22012  ??  S    10:36AM   0:10.12 
/usr/local/apache/bin/httpd

Thanks,
Kevin



From rbellamy at pteradigm.com  Tue Sep  2 18:06:00 2003
From: rbellamy at pteradigm.com (G. Richard Bellamy)
Date: Tue, 2 Sep 2003 15:06:00 -0700
Subject: [rt-users] Searching Attachments
Message-ID: <0FC82FC6709BE34CB9118EE0E252FD2311166E@ehost007.intermedia.net>

How long should it take to search attachments if my attachments table is
only 608 rows? Searching the attachments is timing out the 30 second
FastCGI timeout.


From pdh at snapgear.com  Tue Sep  2 18:24:34 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 3 Sep 2003 08:24:34 +1000
Subject: [rt-users] Mason::interp apache startup error
In-Reply-To: <00a801c37186$d3e56b50$8704a8c0@testing>
References: <006601c37161$fd01dcf0$8704a8c0@testing> <00a801c37186$d3e56b50$8704a8c0@testing>
Message-ID: <20030902222434.GA623@moreton.com.au>

Brian Zammit wrote:
> Here is the entry in my httpd.conf file. Any one have an idea of how to
> get RT running.

<snip>

> #       PerlRequire /opt/rt3/bin/webmux.pl

Uncommenting that line might be a good start...
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From murphy at genome.chop.edu  Tue Sep  2 18:31:11 2003
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Tue, 2 Sep 2003 18:31:11 -0400
Subject: [rt-users] Searching Attachments
In-Reply-To: <0FC82FC6709BE34CB9118EE0E252FD2311166E@ehost007.intermedia.net>
Message-ID: <27AB0A18-DD95-11D7-9C42-0003930D3626@genome.chop.edu>

Coincidentally, Richard's problem is the same as mine (apache spins 
cpu).  I have determined that whenever someone searches for 
attachments, the browser times out after a while, but an httpd/mod_perl 
process keeps desperately chewing  on the problem.

I'm using Postgres 7.3.4.  What are you using, Richard?

Is this a known problem?

As per a great hint on the mod_perl man page, I modified RT.pm to dump 
stack on receipt of a USR1 signal and signalled a fresh runaway httpd 
process after searching by ticket attachment.  The results hint where 
the problem might be:

(/Library/Perl/Carp.pm:192)
(/usr/local/rt3/lib/RT.pm:253)
/Library/Perl/DBIx/SearchBuilder/Handle/Pg.pm:243
/Library/Perl/DBIx/SearchBuilder.pm:309
/Library/Perl/DBIx/SearchBuilder.pm:211
/Library/Perl/DBIx/SearchBuilder.pm:1284
/usr/local/rt3/lib/RT/Tickets_Overlay.pm:1698
/usr/local/rt3/share/html/Search/Listing.html:104
/usr/local/rt3/share/html/autohandler:163

-Kevin Murphy




From rbellamy at pteradigm.com  Tue Sep  2 18:43:02 2003
From: rbellamy at pteradigm.com (G. Richard Bellamy)
Date: Tue, 2 Sep 2003 15:43:02 -0700
Subject: [rt-users] Searching Attachments
Message-ID: <0FC82FC6709BE34CB9118EE0E252FD2312122C@ehost007.intermedia.net>

> -----Original Message-----
> From: Kevin Murphy [mailto:murphy at genome.chop.edu] 
> Sent: Tuesday, September 02, 2003 3:31 PM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Searching Attachments
> 
> I'm using Postgres 7.3.4.  What are you using, Richard?
> 

I'm at Postgres 7.2.1, with Apache/1.3.27 (Unix) Debian GNU/Linux
mod_fastcgi/2.2.10


From rbellamy at pteradigm.com  Tue Sep  2 18:43:54 2003
From: rbellamy at pteradigm.com (G. Richard Bellamy)
Date: Tue, 2 Sep 2003 15:43:54 -0700
Subject: [rt-users] Searching Attachments
Message-ID: <0FC82FC6709BE34CB9118EE0E252FD2312122D@ehost007.intermedia.net>

Oh yeah, and RT 3.0.4


From rspier at pobox.com  Tue Sep  2 19:18:02 2003
From: rspier at pobox.com (Robert Spier)
Date: Tue, 02 Sep 2003 16:18:02 -0700
Subject: [rt-users] apache spins cpu
In-Reply-To: <70748B50-DD85-11D7-9C42-0003930D3626@genome.chop.edu>
References: <70748B50-DD85-11D7-9C42-0003930D3626@genome.chop.edu>
Message-ID: <m3ad9mn5jp.wl_rspier@pobox.com>

Try attaching to the process in gdb, and stopping it to get a stack
trace to try and see where at the C level it's spinning.


At Tue, 2 Sep 2003 16:38:41 -0400,
Kevin Murphy wrote:
> 
> Several times I've noticed one or two of my Apache processes sucking 
> cpu scandalously (see ps output below), and I'm looking for 
> troubleshooting tips.   The load is essentially nonexistent.  This 
> server is accessed a couple times an hour on average.   Once an apache 
> child starts doing this, it continues until I restart apache.
> 
> Apache 1.3.28
> mod_perl 1.28
> RT 3.04
> Mason 1.22
> Mac OS X 10.2


From bzammit at systemsaligned.com  Tue Sep  2 22:03:05 2003
From: bzammit at systemsaligned.com (Brian Zammit)
Date: Tue, 2 Sep 2003 22:03:05 -0400
Subject: [rt-users] Mason::interp apache startup error
In-Reply-To: <20030902222434.GA623@moreton.com.au>
Message-ID: <000201c371bf$834ed620$8704a8c0@testing>

It is uncommented currently so that Apache starts (there are other sites
running on the same server). Any ideas on getting RT working?

>-----Original Message-----
>From: rt-users-admin at lists.fsck.com 
>[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Phil Homewood
>Sent: September 2, 2003 6:25 PM
>To: rt-users at lists.fsck.com
>Subject: Re: [rt-users] Mason::interp apache startup error
>
>
>Brian Zammit wrote:
>> Here is the entry in my httpd.conf file. Any one have an idea of how 
>> to get RT running.
>
><snip>
>
>> #       PerlRequire /opt/rt3/bin/webmux.pl
>
>Uncommenting that line might be a good start...
>-- 
>Phil Homewood, Systems Janitor, http://www.SnapGear.com 
>pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 
>SnapGear - 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 jesse at bestpractical.com  Wed Sep  3 01:48:43 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 3 Sep 2003 01:48:43 -0400
Subject: [rt-users] RT1 randomly not writing transaction files?
In-Reply-To: <1062496913.13147.15.camel@pyanfar.ece.cmu.edu>
References: <20030901230722.S5371@nigel.wjp.net> <1062496913.13147.15.camel@pyanfar.ece.cmu.edu>
Message-ID: <20030903054843.GV24630@fsck.com>



On Tue, Sep 02, 2003 at 06:01:53AM -0400, Brandon S. Allbery KF8NH wrote:
> On Tue, 2003-09-02 at 02:07, billp wrote:
> > We have been running an RT1.0.7 installation for about 2 years.
> > We are up to 15290 tickets and 126398 transactions total.
> 
> The first time, we hit the limit on number of links in a directory
> (using rtstripmime, which splits content into separate files in
> per-transaction directories named by incoming timestamp, since when it
> executes neither ticket nor transaction ID is available).  The second
> time, we ran the filesystem out of inodes.
 
It's also worth noting that RT1 had a logic error at one point that
created attachments in a directory that had the correct timestamp in GMT
and then tried to find them assuming that the timestamp was in
localtime. Or vice-versa.

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


From jesse at bestpractical.com  Wed Sep  3 01:49:41 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 3 Sep 2003 01:49:41 -0400
Subject: [rt-users] Random attachment corruption.
In-Reply-To: <3F548197.1000104@mediaflex.no>
References: <3F548197.1000104@mediaflex.no>
Message-ID: <20030903054941.GW24630@fsck.com>



On Tue, Sep 02, 2003 at 01:40:07PM +0200, Marcus Ramberg wrote:
> Hi.
> 
> I'm having some troubles with attachments in RT3 (latest version). 

By latest, I presume you mean 3.0.4.  If so, give 3.0.5rc1 a shot.
-- 
http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From billp at wjp.net  Wed Sep  3 00:55:04 2003
From: billp at wjp.net (billp)
Date: Tue, 2 Sep 2003 21:55:04 -0700
Subject: [rt-users] RT1 randomly not writing transaction files?
Message-ID: <20030902215503.T5371@nigel.wjp.net>

>On Tue, Sep 02, 2003 at 06:01:53AM -0400, Brandon S. Allbery KF8NH wrote:
>> On Tue, 2003-09-02 at 02:07, billp wrote:
>> > We have been running an RT1.0.7 installation for about 2 years.
>> > We are up to 15290 tickets and 126398 transactions total.
>> 
>> The first time, we hit the limit on number of links in a directory
>> (using rtstripmime, which splits content into separate files in
>> per-transaction directories named by incoming timestamp, since when it
>> executes neither ticket nor transaction ID is available).  The second
>> time, we ran the filesystem out of inodes.
> 
>It's also worth noting that RT1 had a logic error at one point that
>created attachments in a directory that had the correct timestamp in GMT
>and then tried to find them assuming that the timestamp was in
>localtime. Or vice-versa.

We found it this morning... close.  For some reason, our apache
decided to run itself in timezone EST, and we are in MST.  We 
tracked it down to a module in the httpd.conf that screwed it up.
Bugger was, someone added that to the conf but apache didn't get
restarted for about a month after... so it laid dormant until now.

So, in the 12am-3am hour, strangeness would happen.... if the web
interface was used to post a transaction, for a few hours, it would
write the file in the wrong "day" directory.  So the transactions
were there, just in the wrong directory.

thanks
bill



From einar.fagertun at cc.uit.no  Wed Sep  3 08:53:33 2003
From: einar.fagertun at cc.uit.no (Einar Fagertun)
Date: Wed, 3 Sep 2003 14:53:33 +0200
Subject: [rt-users] Problem with comments and mail-notification
Message-ID: <F4E6A3D75FACE94C8FB3D4905B9A80F604238E@EDENEVS1.asp.ad.uit.no>

I want RT 3.0.2 to notify AdminCCs with a template when a ticket is moved to the adminCcs queue 

So I set up the following global script:

On queue change notify admincc with template transaction (or any other template with or without code)

the problem is that RT does not send an e-mail to the AdminCc when the ticket is moved to another queue... 

(NB: the 'On Create Autoreply To Requestors with template Autosvar' works fine)

Hope anyone can help me
Sincerily
Einar Fagertun


From ajk at iu.edu  Wed Sep  3 08:54:09 2003
From: ajk at iu.edu (Andrew J. Korty)
Date: Wed, 03 Sep 2003 07:54:09 -0500
Subject: [rt-users] Re: Searching Attachments
References: <0FC82FC6709BE34CB9118EE0E252FD2311166E@ehost007.intermedia.net>
Message-ID: <8765kac9se.fsf@rikers.itso.iu.edu>

"G. Richard Bellamy" <rbellamy at pteradigm.com> writes:

> How long should it take to search attachments if my attachments table is
> only 608 rows?  Searching the attachments is timing out the 30 second
> FastCGI timeout.

I've had the same problem with:

        RT 3.0.5pre3
        PostgreSQL 7.3.4
        Apache 1.3.28
        mod_perl 1.27-r2

When I execute the search, a postmaster process seems to run just for
a few seconds.  Then an Apache process spins indefinitely.  But the
query never gets logged by PostgreSQL.

I don't know what the query is, but I tried

    SELECT * FROM attachments WHERE content LIKE '%search_term%';

It took over five minutes to complete, but that's on an attachments
table of 310,000 rows.  And at least it *did* complete--when I do the
search using RT's web interface, it seems to never complete.

-- 
Andrew J. Korty, Principal Security Engineer, GCIA, GCFA
Office of the Vice President for Information Technology
Indiana University



From RT at InterCept.Net  Wed Sep  3 09:18:03 2003
From: RT at InterCept.Net (RT)
Date: Wed, 3 Sep 2003 09:18:03 -0400
Subject: [rt-users] Problem with comments and mail-notification
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B6BC@icptex02.corp.icpt.net>

Tail your /var/log/messages and change a tickets queue and see what
error's it produces, you should atleast see it running a scrip #

i.e.

Sep 2 17:54:40 rt2 RT: <rt-3.0.4-563-2166.11.702237071563 at insider.net>
#563/2166 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:92)  

Michael

-----Original Message-----
From: Einar Fagertun [mailto:einar.fagertun at cc.uit.no] 
Posted At: Wednesday, September 03, 2003 8:54 AM
Posted To: RT
Conversation: Problem with comments and mail-notification
Subject: [rt-users] Problem with comments and mail-notification

I want RT 3.0.2 to notify AdminCCs with a template when a ticket is
moved to the adminCcs queue 

So I set up the following global script:

On queue change notify admincc with template transaction (or any other
template with or without code)

the problem is that RT does not send an e-mail to the AdminCc when the
ticket is moved to another queue... 

(NB: the 'On Create Autoreply To Requestors with template Autosvar'
works fine)

Hope anyone can help me
Sincerily
Einar Fagertun
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

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


From RT at InterCept.Net  Wed Sep  3 09:26:57 2003
From: RT at InterCept.Net (RT)
Date: Wed, 3 Sep 2003 09:26:57 -0400
Subject: [rt-users] RTFM with RT 3.0.4
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B6BD@icptex02.corp.icpt.net>

Is anyone using RTFM with RT 3.0.4? I know it requires 3.0.5pre*, but I
was wonder if I just created the FM tables manually in the database,
since the rt-setup-database script is different between the 2 RT
versions, would it work?
 
Thanks,
Michael Brown
InterCept
Systems Administrator
770.248.9600 x4856
 
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From hwagener at hamburg.fcb.com  Wed Sep  3 09:33:54 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 3 Sep 2003 15:33:54 +0200
Subject: [rt-users] Quick hack for transaction layouts
Message-ID: <4388E9E7-DE13-11D7-9D81-003065DC18B8@hamburg.fcb.com>

As was discussed on this list earlier, the header formatting for 
initial mails is sub-optimal because the 'Reply|Resolve|Take|Comment' 
links on top of the page run off the right browser edge if there is a 
long list of recipients in the headers.

A colleague of mine got fed up with this and created the following 
hack. Just drop the attached 'ShowMessageheaders' into <path to rt3 
local files>/local/html/Ticket/Elements and emjoy!

Regards,
     Harald

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From hgjeong at icraft21.com  Wed Sep  3 09:42:10 2003
From: hgjeong at icraft21.com (Hangu Jeong)
Date: Wed, 3 Sep 2003 22:42:10 +0900
Subject: [rt-users] How to use reporting tool
Message-ID: <NLEHJODCMCAFDLDMJLIEMEHCCLAA.hgjeong@icraft21.com>

Hi !

I have a reporting tool( Statistics3.tgz), But I don't know how to use it.
Please tell me ,how to use !
Following is my environments,
FreeBSD + Modperl + perl5.8+mysql

Thanks in advance

Han




From deferran at karavel.com  Wed Sep  3 10:04:37 2003
From: deferran at karavel.com (Manuel de Ferran)
Date: Wed, 03 Sep 2003 16:04:37 +0200
Subject: [rt-users] RT performance, my feedbacks
Message-ID: <3F55F4F5.7070702@karavel.com>

Greetings RT users,

we had poor performance with RT 3.0.4pre3, with one hundred users and 
large database entry (about 2Go of attachement, 60 000 Tickets and 
roughly 700 000 entries in cachedgroupmembers).

One day, we've decided to solve that, we've done the following actions, 
and we've gained about  300% of performance.

- we added indexes in CachedGroupMembers
(create index member1 on CachedGroupMembers (MemberId); and create index 
group1 on CachedGroupMembers (GroupId);)
- upgraded to 3.0.5pre3
- purged tickets from their attachments to 1Go of data.

We re running MyIsam table type and we will certainly try  Innodb when 
we will get some slowdowns.

I hope that will help.

Regards,

Manuel de Ferran



From jerker.montelius at ppm.nu  Wed Sep  3 10:09:07 2003
From: jerker.montelius at ppm.nu (Jerker Montelius)
Date: Wed, 03 Sep 2003 16:09:07 +0200
Subject: [rt-users] How to use reporting tool
In-Reply-To: <NLEHJODCMCAFDLDMJLIEMEHCCLAA.hgjeong@icraft21.com>
References: <NLEHJODCMCAFDLDMJLIEMEHCCLAA.hgjeong@icraft21.com>
Message-ID: <1062598147.17332.14.camel@stopc0291.premiepensionsmyndigheten.se>

On Wed, 2003-09-03 at 15:42, Hangu Jeong wrote:
> Hi !
> 
> I have a reporting tool( Statistics3.tgz), But I don't know how to use it.
> Please tell me ,how to use !
> Following is my environments,
> FreeBSD + Modperl + perl5.8+mysql
> 
> Thanks in advance
> 
> Han
> 
I also had some problem.
I did "cd" to my rt directory
and unpacked the tarfile.
Files were added but nothing showed up in my webbrowser.


Jerker




From RT at InterCept.Net  Wed Sep  3 10:11:17 2003
From: RT at InterCept.Net (RT)
Date: Wed, 3 Sep 2003 10:11:17 -0400
Subject: [rt-users] How to use reporting tool
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB259565@icptex02.corp.icpt.net>

Extract the contents and move the Statistics folder to your rt3 html
folder (/opt/rt3/share/html)

Then do the following (Thanks to Ruslan U. Zakirov for providing this)

You have to add this
                    M => { title => loc('Statistics'),
                        path => 'Statistics/index.html'
in your
rt3/share/html/Elements/Tabs

Harold Wagner Owner/Author of it will have updated version available to
us soon, a lot of us are having problems with it.

Michael

-----Original Message-----
From: Hangu Jeong [mailto:hgjeong at icraft21.com] 
Posted At: Wednesday, September 03, 2003 9:42 AM
Posted To: RT
Conversation: [rt-users] How to use reporting tool
Subject: [rt-users] How to use reporting tool

Hi !

I have a reporting tool( Statistics3.tgz), But I don't know how to use
it.
Please tell me ,how to use !
Following is my environments,
FreeBSD + Modperl + perl5.8+mysql

Thanks in advance

Han


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

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


From mikhail.sobolev at transas.com  Wed Sep  3 10:58:07 2003
From: mikhail.sobolev at transas.com (Mikhail Sobolev)
Date: Wed, 3 Sep 2003 15:58:07 +0100
Subject: [rt-users] A small script
Message-ID: <20030903145807.GA1552@transas.co.uk>

Maybe this script will be of use for somebody.

I wanted to receive a summary of the current situations with our queues,
and hacked a small script, which should be attached to this message.

It has only argument: number of days.

We currently use it through crontab:

    MAILTO=sysadms at example.com

    10 1 * * Tue-Sat        root    [ -x /usr/bin/rt-statuses ] && /usr/bin/rt-statuses 1
    10 1 * * Mon            root    [ -x /usr/bin/rt-statuses ] && /usr/bin/rt-statuses 2

Hope this helps,

--
Misha
-------------- next part --------------
#! /usr/bin/perl -w

use strict;

my $my_address = 'rt-owner at example.com';
my $admin_address = 'sysadms at examples.com';

my $days;

if (defined ($ARGV[0])) {
    $days = int ($ARGV[0]);
} else {
    $days = 1;
}

if ($days <= 0) { $days = 1; }

my $toc = '';
my $body = '';

package RT;

use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent loc);
use RT::Tickets;

CleanEnv();

RT::LoadConfig();
RT::Init();
RT::DropSetGIDPermissions();

my $webbase = $RT::WebURL . "Ticket/Display.html?id=";

my $Users = RT::Users->new($RT::SystemUser);
$Users->UnLimit();
$Users->LimitToPrivileged();

my $prevday_end = RT::Date->new($RT::SystemUser);
$prevday_end->SetToNow ();

my $prevday_begin = RT::Date->new($RT::SystemUser);
$prevday_begin->Set (Value => $prevday_end->SetToMidnight () - $RT::Date::DAY * $days);

my ($dfrom, $dto) = ($prevday_begin->AsString, $prevday_end->AsString);

if (0) {
    $body .= "\n<h2>Users</h2>\n";

    my ($user);

    while ($user = $Users->Next) {
        my $id = $user->id;
        my $nid = $user->Name;
        my $name = $user->RealName;
        my $email = $user->EmailAddress;

        $body .= "$nid ($id): $name <$email>\n";
    }
}

my $Queues = RT::Queues->new($RT::SystemUser);
$Queues->UnLimit();

$toc = "
<h2>Quick Jump</h2>
<table>
<tr>
<th>Queue<th>Description<th>Not Taken<th>Resolved<th>Being Worked On\n";

my ($queue, $Ticket, $Tickets);

while (my $queue = $Queues->Next) {
    my $name = $queue->Name;
    my $desc = $queue->Description;

    my ($nottaken, $resolved, $workedon) = (0, 0, 0);

    $body .= "<a name=\"$name\"><h2>$name: $desc</h2></a>\n";

    $body .= "<h3>Require attention</h3>\n";

    $Tickets = RT::Tickets->new($RT::SystemUser);

    $Tickets->LimitStatus(VALUE => 'resolved', OPERATOR => '!=');
    $Tickets->LimitQueue(VALUE => $queue->Id);
    $Tickets->LimitOwner(VALUE => $RT::Nobody->Id);
    $Tickets->OrderBy(FIELD => 'LastUpdated', ORDER => 'ASC');

    $body .= "<table>
<tr>
<th>Id<th>Description<th>Status<th>Created<th>Last Updated\n";

    while (my $Ticket = $Tickets->Next) {
        $body .= "<tr>";

        $body .= "<td><a href=\"$webbase" . $Ticket->id . "\">" . $Ticket->id . "</a>" .
              "<td><a href=\"$webbase" . $Ticket->id . "\">" .$Ticket->Subject . "</a>" .
              "<td>" . $Ticket->Status .
              "<td>" . $Ticket->CreatedObj->AgeAsString .
              "<td>" . $Ticket->LastUpdatedObj->AgeAsString;

        $body .= "</tr>\n";

        $nottaken += 1;
    }

    $body .= "</table>\n";

    $body .= "<h3>Resolved within previous " . $days * 24 . " hours</h3>\n";
    $body .= "<p><small>(during the period from $dfrom to $dto)</small>";

    $Tickets = RT::Tickets->new($RT::SystemUser);

    $Tickets->LimitQueue(VALUE => $queue->Id);
    $Tickets->LimitStatus(VALUE => 'resolved');
    $Tickets->LimitResolved(VALUE => $prevday_begin->ISO, OPERATOR => '>=');
    $Tickets->LimitResolved(VALUE => $prevday_end->ISO, OPERATOR => '<');
    $Tickets->OrderBy(FIELD => 'Resolved', ORDER => 'ASC');

    $body .= "<table>
<tr>
<th>Id<th>Description<th>Status<th>Owner<th>Created<th>Last Updated\n";

    while (my $Ticket = $Tickets->Next) {
        $body .= "<tr>
<td><a href=\"$webbase" . $Ticket->id . "\">" . $Ticket->id . "</a>" . "
<td><a href=\"$webbase" . $Ticket->id . "\">" . $Ticket->Subject . "</a>" . "
<td>" . $Ticket->Status . "
<td>" . $Ticket->OwnerObj->Name . "
<td>" . $Ticket->CreatedObj->AgeAsString . "
<td>" . $Ticket->LastUpdatedObj->AgeAsString . "
</tr>\n";

        $resolved += 1;
    }
    $body .= "</table>\n";

    $body .= "<h3>Being dealt with</h3>\n";

    $Tickets = RT::Tickets->new($RT::SystemUser);

    $Tickets->LimitStatus(VALUE => 'resolved', OPERATOR => '!=');
    $Tickets->LimitQueue(VALUE => $queue->Id);
    $Tickets->LimitOwner(VALUE => $RT::Nobody->Id, OPERATOR => '!=');
    $Tickets->OrderBy(FIELD => 'LastUpdated', ORDER => 'ASC');

    my %peruser = ();

    $body .= "<table>
<tr>
<th>Id<th>Description<th>Status<th>Owner<th>Created<th>Last Updated\n";

    while (my $Ticket = $Tickets->Next) {
        $body .= "<tr>";

        $body .= "<td><a href=\"$webbase" . $Ticket->id . "\">" . $Ticket->id . "</a>" .
              "<td><a href=\"$webbase" . $Ticket->id . "\">" . $Ticket->Subject . "</a>" .
              "<td>" . $Ticket->Status .
              "<td>" . $Ticket->OwnerObj->Name .
              "<td>" . $Ticket->CreatedObj->AgeAsString .
              "<td>" . $Ticket->LastUpdatedObj->AgeAsString;

        $body .= "</tr>\n";

        $workedon += 1;
    }

    $body .= "</table>\n";

    $toc .= "<tr><td><a href=\"#$name\">$name</a><td><a href=\"#$name\">$desc</a><td>$nottaken<td>$resolved<td>$workedon\n";
}

$toc .= "</table>\n";

$RT::Handle->Disconnect();

my $pid = open(MAIL, "|-");
if (! defined $pid) {
    die "Couldn't fork: $!";
}

if ($pid) {
print MAIL <<EOM;
From: $my_address
To: $admin_address
Subject: RT Status Report
Content-Type: text/html; charset=utf-8

<html>
<head>
    <title>Current Status</title>
    <meta http-equiv=\"Content-Type\" content=\"text/html; charset=utf-8\">
</head>
<body>

$toc
$body

</body>
</html>
EOM

close (MAIL);

} else {
    # child
    exec("/usr/sbin/sendmail", "-f", "$my_address") or die "error running sendmail: $!";
}

From mikhail.sobolev at transas.com  Wed Sep  3 11:03:57 2003
From: mikhail.sobolev at transas.com (Mikhail Sobolev)
Date: Wed, 3 Sep 2003 16:03:57 +0100
Subject: [rt-users] A small script
In-Reply-To: <20030903145807.GA1552@transas.co.uk>
References: <20030903145807.GA1552@transas.co.uk>
Message-ID: <20030903150357.GA1593@transas.co.uk>

Hmm.   A better description is needed. :(

It runs through the queues, and creates a list of tickets that owned by
nobody (require attention), those resolved within the specified amount
of days, and those being worked on (owned by somebody).  It creates a
html letter, which is sent out to the specified e-mail address.

--
Misha


From cubic at acronis.ru  Wed Sep  3 11:17:22 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 03 Sep 2003 19:17:22 +0400
Subject: [rt-users] Re: [rt-devel] Statistics for Users in Queues
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB259566@icptex02.corp.icpt.net>
References: <A8ED8823644C614280ACAC1A4D3E93FB259566@icptex02.corp.icpt.net>
Message-ID: <3F560602.50002@acronis.ru>

Daily Report generator, It's not ready for contribution yet I have no 
time. I'm going to do packet on Saturday.
Major features:
Supported reports: current open tickets in any queue, today resolved 
tickets in any queue
Different queues behavior (support requests, task list, bugz)
Could send reports by email to specified address
Writed as library and could be used from RT WebUI and CL perl scripts
Have CLScript that generate and send DRs for users who enabled 
autogeneration
Have WebUI to view, change, send own DR and allow switch on/off 
autogeneration
Misfeatures:
Cofiguration now splited for WebUI and CLScript.
Use native SQL, because of SearchBuilder bad documentation.
Hardcoded reports.
Couldn't view another user's DRs.
Other...
TODO:
Public release
Move configuration in RT_SiteConfig.pm
WebUI for Boss to look at workers activity
More flexible way to configure report content
Use RT API instead of SQL
Sat-Sun better handling.
More content layouts support.
RT wrote:

> Has anyone added or modified the statistics web pages or created their 
> own web page script to get statistics for users? Like how many tickets 
> userA resolved/closed today/yesterday/last month... ticket resolution 
> comparison of users in a queue, average time a user has a ticket 
> open?. etc
>
> Thanks,
>
> Michael Brown
>
> InterCept
>
> Systems Administrator
>
> 770.248.9600 x4856
>




From hwagener at hamburg.fcb.com  Wed Sep  3 11:28:31 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 3 Sep 2003 17:28:31 +0200
Subject: [rt-users] How to use reporting tool
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB259565@icptex02.corp.icpt.net>
References: <A8ED8823644C614280ACAC1A4D3E93FB259565@icptex02.corp.icpt.net>
Message-ID: <46582D88-DE23-11D7-9D81-003065DC18B8@hamburg.fcb.com>

On Mittwoch, 3. September 2003, at 16:11 Uhr, RT wrote:

> Extract the contents and move the Statistics folder to your rt3 html
> folder (/opt/rt3/share/html)
>
> Then do the following (Thanks to Ruslan U. Zakirov for providing this)
>
> You have to add this
>                     M => { title => loc('Statistics'),
>                         path => 'Statistics/index.html'
> in your
> rt3/share/html/Elements/Tabs
>
> Harold Wagner Owner/Author of it will have updated version available to
> us soon, a lot of us are having problems with it.
>

Hello,
the Statistics package has been updated. The Elements/Tabs file is 
included now.

Regards,
     Harald



From rbellamy at pteradigm.com  Wed Sep  3 11:35:44 2003
From: rbellamy at pteradigm.com (G. Richard Bellamy)
Date: Wed, 3 Sep 2003 08:35:44 -0700
Subject: [rt-users] How to use reporting tool
Message-ID: <0FC82FC6709BE34CB9118EE0E252FD2312122E@ehost007.intermedia.net>

Harald,

Did you have a chance to look into the mangled images issue?


From cubic at acronis.ru  Wed Sep  3 11:41:56 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 03 Sep 2003 19:41:56 +0400
Subject: [rt-users] How to use reporting tool
In-Reply-To: <46582D88-DE23-11D7-9D81-003065DC18B8@hamburg.fcb.com>
References: <A8ED8823644C614280ACAC1A4D3E93FB259565@icptex02.corp.icpt.net> <46582D88-DE23-11D7-9D81-003065DC18B8@hamburg.fcb.com>
Message-ID: <3F560BC4.5050701@acronis.ru>

Harald Wagener wrote:

>
> On Mittwoch, 3. September 2003, at 16:11 Uhr, RT wrote:
>
>> Extract the contents and move the Statistics folder to your rt3 html
>> folder (/opt/rt3/share/html)
>>
>> Then do the following (Thanks to Ruslan U. Zakirov for providing this)
>>
>> You have to add this
>>                     M => { title => loc('Statistics'),
>>                         path => 'Statistics/index.html'
>> in your
>> rt3/share/html/Elements/Tabs
>>
>> Harold Wagner Owner/Author of it will have updated version available to
>> us soon, a lot of us are having problems with it.
>>
>
> Hello,
> the Statistics package has been updated. The Elements/Tabs file is 
> included now. 

May be better include a patch for it? If in futher versions file would 
be changed, but patch could work anyway.
    Good luck. Ruslan.

>
>
> Regards,
>     Harald
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm





From mrz at intelenet.net  Wed Sep  3 11:39:34 2003
From: mrz at intelenet.net (matthew zeier)
Date: Wed, 3 Sep 2003 08:39:34 -0700
Subject: [rt-users] How to use reporting tool
In-Reply-To: <46582D88-DE23-11D7-9D81-003065DC18B8@hamburg.fcb.com>
References: <A8ED8823644C614280ACAC1A4D3E93FB259565@icptex02.corp.icpt.net> <46582D88-DE23-11D7-9D81-003065DC18B8@hamburg.fcb.com>
Message-ID: <20030903153933.GA8612@intelenet.net>

On Wed, Sep 03, 2003 at 05:28:31PM +0200, Harald Wagener wrote:
> 
> Hello,
> the Statistics package has been updated. The Elements/Tabs file is 
> included now.

I misplaced the src URL - can you resend?

Does this update address the image display problem others were
reporting?

-- 
matthew zeier                        | "In mathematics you don't understand 
InteleNet Communications, Inc.       |  things.  You just get used to them." 
(949) 784-7904                       |       - John von Newmann



From kbarger at ltsp.edu  Wed Sep  3 11:49:19 2003
From: kbarger at ltsp.edu (Kyle Barger)
Date: Wed, 03 Sep 2003 11:49:19 -0400
Subject: [rt-users] advice on redhat 9 install
Message-ID: <5.1.0.14.1.20030903114138.02f1d060@mail.ltsp.edu>

Hello all,
I am embarking on my second attempt to build rt on Red Hat 9.  My first 
failed miserably when I had a lot of trouble getting perl packges 
built.  (LWP and Module::Build were particularly troublesome.)  So having 
read the previous posts about Red Hat I am prepared to try again with a 
completely fresh installation.  My question is, should I use the perl 
installation that came with Red Hat?  Or should I remove it and compile 
from source?
--
Kyle Barger



From JDiaz at esabel.net  Wed Sep  3 11:50:58 2003
From: JDiaz at esabel.net (Jaime Diaz)
Date: Wed, 3 Sep 2003 12:50:58 -0300 
Subject: [rt-users] How to use reporting tool
Message-ID: <3A54947595874945B59D87BAF4FC0BAA2A489F@svrmail001.esabel.com>

I've just installed it this way and it always shows me 56 tickets everyday
and in all sections. 56 is the total ticket count for the only queue I have.
Isn't it necessary to install aditional Perl modules? I can't see any of the
graphs.

Thanks.

-----Original Message-----
From: RT [mailto:RT at InterCept.Net]
Sent: Mi?rcoles, 03 de Septiembre de 2003 11:11 a.m.
To: Hangu Jeong
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] How to use reporting tool


Extract the contents and move the Statistics folder to your rt3 html
folder (/opt/rt3/share/html)

Then do the following (Thanks to Ruslan U. Zakirov for providing this)

You have to add this
                    M => { title => loc('Statistics'),
                        path => 'Statistics/index.html'
in your
rt3/share/html/Elements/Tabs

Harold Wagner Owner/Author of it will have updated version available to
us soon, a lot of us are having problems with it.

Michael

-----Original Message-----
From: Hangu Jeong [mailto:hgjeong at icraft21.com] 
Posted At: Wednesday, September 03, 2003 9:42 AM
Posted To: RT
Conversation: [rt-users] How to use reporting tool
Subject: [rt-users] How to use reporting tool

Hi !

I have a reporting tool( Statistics3.tgz), But I don't know how to use
it.
Please tell me ,how to use !
Following is my environments,
FreeBSD + Modperl + perl5.8+mysql

Thanks in advance

Han


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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 InterCept.Net  Wed Sep  3 12:00:40 2003
From: RT at InterCept.Net (RT)
Date: Wed, 3 Sep 2003 12:00:40 -0400
Subject: [rt-users] How to use reporting tool
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB259568@icptex02.corp.icpt.net>

Per the README

Installation Notes:

You need a working RT3 installation, as well as GD::Graph.
Apache::GD::Graph is not needed anymore. The current version of
GD::Graph (August, 2003) requires libgd 2.x, but some commercial
distributions still only provide their clients with version 1.8, which
is not the stable release since the beginning of the year. If they don't
provide a fitting GD::Graph, You either need to update libgd or get an
old version of GD::Graph.

My installation works with GD version 2.0.15, GD::Graph is version 1.43
(current in CPAN as of September 2003).

Btw, some of us have graphs and some don't all dealing with above and other things... earlier posts tells you a way to find out the error, but no real solution as of yet... except trying to have the same versions as the readme...maybe

Thanks,
Michael

-----Original Message-----
From: Jaime Diaz [mailto:JDiaz at esabel.net] 
Posted At: Wednesday, September 03, 2003 11:51 AM
Posted To: RT
Conversation: [rt-users] How to use reporting tool
Subject: RE: [rt-users] How to use reporting tool

I've just installed it this way and it always shows me 56 tickets everyday
and in all sections. 56 is the total ticket count for the only queue I have.
Isn't it necessary to install aditional Perl modules? I can't see any of the
graphs.

Thanks.

-----Original Message-----
From: RT [mailto:RT at InterCept.Net]
Sent: Mi?rcoles, 03 de Septiembre de 2003 11:11 a.m.
To: Hangu Jeong
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] How to use reporting tool


Extract the contents and move the Statistics folder to your rt3 html
folder (/opt/rt3/share/html)

Then do the following (Thanks to Ruslan U. Zakirov for providing this)

You have to add this
                    M => { title => loc('Statistics'),
                        path => 'Statistics/index.html'
in your
rt3/share/html/Elements/Tabs

Harold Wagner Owner/Author of it will have updated version available to
us soon, a lot of us are having problems with it.

Michael

-----Original Message-----
From: Hangu Jeong [mailto:hgjeong at icraft21.com] 
Posted At: Wednesday, September 03, 2003 9:42 AM
Posted To: RT
Conversation: [rt-users] How to use reporting tool
Subject: [rt-users] How to use reporting tool

Hi !

I have a reporting tool( Statistics3.tgz), But I don't know how to use
it.
Please tell me ,how to use !
Following is my environments,
FreeBSD + Modperl + perl5.8+mysql

Thanks in advance

Han


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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 JDiaz at esabel.net  Wed Sep  3 12:07:56 2003
From: JDiaz at esabel.net (Jaime Diaz)
Date: Wed, 3 Sep 2003 13:07:56 -0300 
Subject: [rt-users] How to use reporting tool
Message-ID: <3A54947595874945B59D87BAF4FC0BAA2A48A0@svrmail001.esabel.com>

Mmm... The readme file wasn't on the tgz in the bestpractical.com download
page.
However, graphs aren't the most important thing to me. Anyone had the
problem I described earlier? It shows me I solved every ticket in the queue,
every day...check it:

RT Statistics: Calls per day
Dates 	resolved 	created 	killed
Wed 27 	56 	56 	0
Thu 28 	56 	56 	0
Fri 29 	56 	56 	0
Mon 1 	56 	56 	0
Tue 2 	56 	56 	0
See Queue:

56 is the total ticket count in the only queue we have.


-----Original Message-----
From: RT [mailto:RT at InterCept.Net]
Sent: Mi?rcoles, 03 de Septiembre de 2003 01:01 p.m.
To: Jaime Diaz
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] How to use reporting tool


Per the README

Installation Notes:

You need a working RT3 installation, as well as GD::Graph.
Apache::GD::Graph is not needed anymore. The current version of
GD::Graph (August, 2003) requires libgd 2.x, but some commercial
distributions still only provide their clients with version 1.8, which
is not the stable release since the beginning of the year. If they don't
provide a fitting GD::Graph, You either need to update libgd or get an
old version of GD::Graph.

My installation works with GD version 2.0.15, GD::Graph is version 1.43
(current in CPAN as of September 2003).

Btw, some of us have graphs and some don't all dealing with above and other
things... earlier posts tells you a way to find out the error, but no real
solution as of yet... except trying to have the same versions as the
readme...maybe

Thanks,
Michael

-----Original Message-----
From: Jaime Diaz [mailto:JDiaz at esabel.net] 
Posted At: Wednesday, September 03, 2003 11:51 AM
Posted To: RT
Conversation: [rt-users] How to use reporting tool
Subject: RE: [rt-users] How to use reporting tool

I've just installed it this way and it always shows me 56 tickets everyday
and in all sections. 56 is the total ticket count for the only queue I have.
Isn't it necessary to install aditional Perl modules? I can't see any of the
graphs.

Thanks.

-----Original Message-----
From: RT [mailto:RT at InterCept.Net]
Sent: Mi?rcoles, 03 de Septiembre de 2003 11:11 a.m.
To: Hangu Jeong
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] How to use reporting tool


Extract the contents and move the Statistics folder to your rt3 html
folder (/opt/rt3/share/html)

Then do the following (Thanks to Ruslan U. Zakirov for providing this)

You have to add this
                    M => { title => loc('Statistics'),
                        path => 'Statistics/index.html'
in your
rt3/share/html/Elements/Tabs

Harold Wagner Owner/Author of it will have updated version available to
us soon, a lot of us are having problems with it.

Michael

-----Original Message-----
From: Hangu Jeong [mailto:hgjeong at icraft21.com] 
Posted At: Wednesday, September 03, 2003 9:42 AM
Posted To: RT
Conversation: [rt-users] How to use reporting tool
Subject: [rt-users] How to use reporting tool

Hi !

I have a reporting tool( Statistics3.tgz), But I don't know how to use
it.
Please tell me ,how to use !
Following is my environments,
FreeBSD + Modperl + perl5.8+mysql

Thanks in advance

Han


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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 InterCept.Net  Wed Sep  3 12:09:03 2003
From: RT at InterCept.Net (RT)
Date: Wed, 3 Sep 2003 12:09:03 -0400
Subject: [rt-users] advice on redhat 9 install
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B6C7@icptex02.corp.icpt.net>

I have my on red hat 9 and another rh8, both I installed as many default
redhat perls as possible, then used cpan/source compile for the rest.

Michael

-----Original Message-----
From: Kyle Barger [mailto:kbarger at ltsp.edu] 
Posted At: Wednesday, September 03, 2003 11:49 AM
Posted To: RT
Conversation: [rt-users] advice on redhat 9 install
Subject: [rt-users] advice on redhat 9 install

Hello all,
I am embarking on my second attempt to build rt on Red Hat 9.  My first 
failed miserably when I had a lot of trouble getting perl packges 
built.  (LWP and Module::Build were particularly troublesome.)  So
having 
read the previous posts about Red Hat I am prepared to try again with a 
completely fresh installation.  My question is, should I use the perl 
installation that came with Red Hat?  Or should I remove it and compile 
from source?
--
Kyle Barger

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 datkinson at sevenww.co.uk  Wed Sep  3 12:28:39 2003
From: datkinson at sevenww.co.uk (Atkinson, Daniel)
Date: Wed, 3 Sep 2003 17:28:39 +0100 
Subject: [rt-users] User could not be created: name in use
Message-ID: <0988C2A4D52A384C9377C80C9C2D5FB201F0C5@exchange2-uk.sevenww.co.uk>

I created a new user in RT earlier today but I hit submit before I'd filled
out all the details - i.e. I only got as far as the username.

 

The user seemed to have been created, but doesn't appear in the user list.
So, I've tried to create the user again and I get the error: "User could not
be created: name in use". Since the user isn't in the list, I can't delete
him and start again.

 

I searched the list archive but couldn't find anything about this so any
help is much appreciated!

 

I'm using RT3 with mod_perl & postgres on debian.

 

Thanks

Dan.

 

 

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From RT at InterCept.Net  Wed Sep  3 12:45:10 2003
From: RT at InterCept.Net (RT)
Date: Wed, 3 Sep 2003 12:45:10 -0400
Subject: FW: [rt-users] User could not be created: name in use
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B6C9@icptex02.corp.icpt.net>

Delete the user from the RT3 database manually, you should be ok then
 
Thanks,
Michael
 
-----Original Message-----
From: Atkinson, Daniel [mailto:datkinson at sevenww.co.uk] 
Posted At: Wednesday, September 03, 2003 12:29 PM
Posted To: RT
Conversation: [rt-users] User could not be created: name in use
Subject: [rt-users] User could not be created: name in use
 
I created a new user in RT earlier today but I hit submit before I'd
filled out all the details - i.e. I only got as far as the username.
 
The user seemed to have been created, but doesn't appear in the user
list. So, I've tried to create the user again and I get the error: "User
could not be created: name in use". Since the user isn't in the list, I
can't delete him and start again.
 
I searched the list archive but couldn't find anything about this so any
help is much appreciated!
 
I'm using RT3 with mod_perl & postgres on debian.
 
Thanks
Dan.
 
 
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From jjasen at datafoundation.com  Wed Sep  3 12:55:58 2003
From: jjasen at datafoundation.com (John Jasen)
Date: Wed, 3 Sep 2003 12:55:58 -0400 (EDT)
Subject: [rt-users] User could not be created: name in use
In-Reply-To: <0988C2A4D52A384C9377C80C9C2D5FB201F0C5@exchange2-uk.sevenww.co.uk>
Message-ID: <Pine.LNX.4.44.0309031255010.13972-100000@duellist.datafoundation.com>

On Wed, 3 Sep 2003, Atkinson, Daniel wrote:

> I created a new user in RT earlier today but I hit submit before I'd filled
> out all the details - i.e. I only got as far as the username.
> 
>  
> 
> The user seemed to have been created, but doesn't appear in the user list.
> So, I've tried to create the user again and I get the error: "User could not
> be created: name in use". Since the user isn't in the list, I can't delete
> him and start again.


try under Configuration:Users:Select user, and check include disabled 
users in search.

I had this problem when I added someone as a requestor and then tried to 
create them ... (oops!)



From blair at orcaware.com  Wed Sep  3 13:06:16 2003
From: blair at orcaware.com (Blair Zajac)
Date: Wed, 03 Sep 2003 10:06:16 -0700
Subject: [rt-users] How to use reporting tool
Message-ID: <3F561F88.5933E0AF@orcaware.com>

Harald Wagener said:
> Hello,
> the Statistics package has been updated. The Elements/Tabs file is 
> included now.
>
> Regards,
>      Harald

Hello Harald,

I just downloaded the URL

http://www.tzi.de/~hollow/Statistics3.tgz

and while the md5sum is different than the file I downloaded on 8/26,
doing a diff -ru between the old and new Statistics directories shows
no differences.

Best,
Blair
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Subject: Re: [rt-users] How to use reporting tool
Date: Wed, 3 Sep 2003 17:28:31 +0200
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URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20030903/8caabea0/attachment.eml>

From rob at myinternetplace.net  Wed Sep  3 13:26:11 2003
From: rob at myinternetplace.net (Rob Walker)
Date: 03 Sep 2003 10:26:11 -0700
Subject: [rt-users] Subject-Tag per Queue?
In-Reply-To: <6E18745A-BABB-11D7-9A28-000393B2BB20@flothow.de>
References: <6E18745A-BABB-11D7-9A28-000393B2BB20@flothow.de>
Message-ID: <1062609971.8758.8.camel@tp600x>

On Sun, 2003-07-20 at 07:06, Sebastian Flothow wrote:
> Am Freitag, den 18. Juli 2003, um 11:56, schrieb Matthias Leisi:
> > How can I change the Subject:-Tag to be something like
> >
> > [$queuename # $ticketnumber]?
> >
> > What do I break if I change this in RT's code (upgrade hassles aside)?
> 
> You'll break the mailgate, as it looks for $rtname, not queue names.
> Also, you risk that your tags may become non-unique, since another RT 
> instance might use the same queue names.

This could be worked around with [sitename . queuename .
#.ticketnumber].

> 
> Generally, these tags are opaque globally unique identifiers for your 
> tickets, not something humans need to make any sense of.

I see that this is how RT uses the subject line, but I think that this
is a broken implementation of this concept.

My thoughts are that opaque things should not be seen by humans.  The
subject line is certainly displayed by every mail tool that I have ever
seen.

I think a better implementation of "not-for-human-consumption" data
might have been to use X-RT-* headers liberally.

X-RT-Version
X-RT-Ticket-ID
X-RT-Queue-Name

All could be useful headers, if the designers find a use for them.  This
would also allow per-queue subject tags to be created, and manipulated,
as desired.

Of course, an email which appeared on the mailgate's doorstep without
the X-RT-* headers and with only a subject header would need to be
handled appropriately.

I think that the best way to get this option implemented is to find out
how much $$$ it would take bestpractical to do the work, and then start
working with the other people who have asked for this functionality
(queue-based names) to get together to pay for it.  So far, none of my
clients need it bad enough.  :-(

Maybe the marketing people at bestpractical will find this an
opportunity to add this feature at a new install.  I don't know.

rob


From michael-i at myrealbox.com  Wed Sep  3 13:26:00 2003
From: michael-i at myrealbox.com (michael-i at myrealbox.com)
Date: Wed, 03 Sep 2003 12:26:00 -0500
Subject: [rt-users] Newbie: applying hv.c patch to redhat 9 rpms
Message-ID: <3F55DDD8.3666.126CE745@localhost>


I just joined the list today, beacuse I'm trying to solve this problem, 
based on responses that applying the hv.c patch works.  I don't have
a lot of experience with patch files, so I going to assume I am doing
something wrong. 

Trying to rpmbuild -ba perl.spec throws:
Patch #32002 (perl-5.8.0-storable.patch):
+ patch -p1 -s
2 out of 2 hunks FAILED -- saving rejects to file hv.c.rej
error: Bad exit status from /var/tmp/rpm-tmp.23516 (%prep)

Here's what I did:

I installed all the redhat perl SRPMS.  

Make a file in /usr/src/redhat/SOURCES/perl-5.8.0-storable.patch (see end of msg for
my patchfile.  i adjusted the paths by looking at the pagerfix.patch)

Changed SPECS/perl.spec to include
Patch32002: perl-5.8.0-storable.patch
%patch32002 -p1

then ran rpmbuild -ba perl.spec.

-- ams

--- perl-5.8.0/hv.c~    Sat Aug  9 23:43:53 2003
+++ perl-5.8.0/hv.c     Sun Aug 10 00:25:09 2003
@@ -308,6 +308,8 @@ S_hv_fetch_flags(pTHX_ HV *hv, const cha
             }
             else
                 HeKFLAGS(entry) =3D flags;
+            if (flags)
+                HvHASKFLAGS_on(hv);
         }
         if (flags &amp; HVhek_FREEKEY)
             Safefree(key);
@@ -478,6 +480,8 @@ Perl_hv_fetch_ent(pTHX_ HV *hv, SV *keys
             }
             else
                 HeKFLAGS(entry) =3D flags;
+            if (flags)
+                HvHASKFLAGS_on(hv);
         }
        if (key !=3D keysave)
            Safefree(key);

----------------
here's the hv.c.rej file:

***************
*** 308,313 ****
              }
              else
                  HeKFLAGS(entry) =3D flags;
          }
          if (flags &amp; HVhek_FREEKEY)
              Safefree(key);
--- 308,315 ----
              }
              else
                  HeKFLAGS(entry) =3D flags;
+             if (flags)
+                 HvHASKFLAGS_on(hv);
          }
          if (flags &amp; HVhek_FREEKEY)
              Safefree(key);
***************
*** 478,483 ****
              }
              else
                  HeKFLAGS(entry) =3D flags;
          }
         if (key !=3D keysave)
             Safefree(key);
--- 480,487 ----
              }
              else
                  HeKFLAGS(entry) =3D flags;
+             if (flags)
+                 HvHASKFLAGS_on(hv);
          }
         if (key !=3D keysave)
             Safefree(key);

-------------------------------------
[from the rt3 on redhat thread]

> i confirme, i have rebuild the RPMS of perl on a 
> redhat 9, after i have aplied the patch. and now i 
>have no more probleme with the storable

>>le 26 Aug, Nathan Affleck a ?crit :
>> I applied the hv.c patch to the redhat-9-perl-5.8.0 rpm source, rebuilt
> it, and it's running smoothly.  I think that's the only real solution,
> unless Storable.pm gets "patched" for the perl bug, or you wait until
> 5.8.1 ??  Does this problem only occur on 5.8.0 and Redhat?  Why hasn't
> anyone else been complaining about other systems with 5.8.0?

> 
> http://groups.google.com/groups?hl=en&lr=&ie=UTF-8&oe=UTF-
8&threadm=057001c35155%242f5622b0%249a06000a%40VinnyPavillion&rnum=10&p
rev=/groups%3Fhl%3Den%26lr%3D%26ie%3DUTF-8%26oe%3DUTF-
8%26q%3Dstorable.pm%2B5.8.0
> 

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From datkinson at sevenww.co.uk  Wed Sep  3 13:36:48 2003
From: datkinson at sevenww.co.uk (Atkinson, Daniel)
Date: Wed, 3 Sep 2003 18:36:48 +0100 
Subject: [rt-users] User could not be created: name in use
Message-ID: <0988C2A4D52A384C9377C80C9C2D5FB201F0CA@exchange2-uk.sevenww.co.uk>

> try under Configuration:Users:Select user, and check include disabled 
> users in search.


That worked great! 

I should have spotted it, my eyes are going bad I think....

Thanks,
Dan.


From jesse at bestpractical.com  Wed Sep  3 14:04:36 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 3 Sep 2003 14:04:36 -0400
Subject: [rt-users] RTFM with RT 3.0.4
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB25B6BD@icptex02.corp.icpt.net>
References: <A8ED8823644C614280ACAC1A4D3E93FB25B6BD@icptex02.corp.icpt.net>
Message-ID: <20030903180436.GE24630@fsck.com>



On Wed, Sep 03, 2003 at 09:26:57AM -0400, RT wrote:
> Is anyone using RTFM with RT 3.0.4? I know it requires 3.0.5pre*, but I
> was wonder if I just created the FM tables manually in the database,
> since the rt-setup-database script is different between the 2 RT
> versions, would it work?

No. It will not work. The access control configuration for RTFM depends
on new code introduced in 3.0.5.


> Thanks,
> Michael Brown
> InterCept
> Systems Administrator
> 770.248.9600 x4856
>  

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


From scott at cae.com  Wed Sep  3 13:56:00 2003
From: scott at cae.com (Scott Hebert)
Date: Wed, 3 Sep 2003 13:56:00 -0400 
Subject: [rt-users] A small script
Message-ID: <69F1436AA435D7118EE1009027B0FF3A862BF5@caemsx02.cae.ca>

Hi,

I had to change the 'open(MAIL' line to use "sendmail -t -i". Otherwise, I
was getting an "Recipient names must be specified' error message.

SH

-----Original Message-----
From: Mikhail Sobolev [mailto:mikhail.sobolev at transas.com]
Sent: Wednesday, September 03, 2003 10:58 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] A small script


Maybe this script will be of use for somebody.

I wanted to receive a summary of the current situations with our queues,
and hacked a small script, which should be attached to this message.

It has only argument: number of days.

We currently use it through crontab:

    MAILTO=sysadms at example.com

    10 1 * * Tue-Sat        root    [ -x /usr/bin/rt-statuses ] &&
/usr/bin/rt-statuses 1
    10 1 * * Mon            root    [ -x /usr/bin/rt-statuses ] &&
/usr/bin/rt-statuses 2

Hope this helps,

--
Misha





From mitchell at cts.wustl.edu  Wed Sep  3 14:14:33 2003
From: mitchell at cts.wustl.edu (Mitchell Henderson)
Date: Wed, 3 Sep 2003 13:14:33 -0500
Subject: [rt-users] A small script
In-Reply-To: <69F1436AA435D7118EE1009027B0FF3A862BF5@caemsx02.cae.ca>
References: <69F1436AA435D7118EE1009027B0FF3A862BF5@caemsx02.cae.ca>
Message-ID: <20030903181433.GA13223@wrath.cts.wustl.edu>

Hi,
A couple days ago I got 16000 Tickets created from SoBig and other things.  I couldn't find a script to basicly batch erase a bunch of tickets so I wrote one.  Figured someone else might have this problem so I'll share the script.  It's very messy and i'm not 100% positive this is the right way to do it but it works for me, use at your own risk.  

-- start script --
#!/usr/bin/env python
import MySQLdb

#THE USER NEEDS WRITE ACCESS!
USER=''
#PASSWORD
PASS=''
# WHERE THE SERVER LIVES
HOST=''
# NAME OF THE DATABASE
DB=''
#FILE YOU WANT TO LOG TO
LOGFILE=''
# file we'll log to
log = open(LOGFILE, 'w')


try:
        dblink = MySQLdb.connect(user=USER, host=HOST, db=DB, passwd=PASS)
        db = dblink.cursor()
except:
        print "Couldn't get at the db"
        sys.exit(1)

# you could put any query you wanted here as long as it returns the id, 
# where Subject='BOUNCED MESSAGE' would probly be a good one
t = db.execute("SELECT id FROM Tickets WHERE status='dead';")
ids = db.fetchall()

log.write("%s entrys to be deleted" % str(int(len(ids))))

for i in range(len(ids)):
        log.write("DELETE FROM Attachments where id=" + str(int(ids[i][0])) )
        db.execute("DELETE FROM Attachments where id=" + str(int(ids[i][0])))
        log.write("DELETE FROM Tickets where id=" + str(int(ids[i][0])) )
        db.execute("DELETE FROM Tickets where id=" + str(int(ids[i][0])))
        log.write("DELETE FROM Transactions where Ticket=" + str(int(ids[i][0])))
        db.execute("DELETE FROM Transactions where Ticket=" + str(int(ids[i][0])))
        log.write("DELETED TICKET ID %s\n" % str(int(ids[i][0])))

db.close()
log.close()
-- end script -- 


From RT at InterCept.Net  Wed Sep  3 14:25:01 2003
From: RT at InterCept.Net (RT)
Date: Wed, 3 Sep 2003 14:25:01 -0400
Subject: [rt-users] How to use reporting tool
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B6CE@icptex02.corp.icpt.net>

Grab the latest version from harald's site, the one on bp.com is Aug 7th, this one is from today with just a few minor changes.. maybe might fixed your problem, although I did run into the problem you are having on either of my test/prod site

http://www.tzi.de/~hollow/Statistics3.tgz

Michael

-----Original Message-----
From: Jaime Diaz [mailto:JDiaz at esabel.net] 
Posted At: Wednesday, September 03, 2003 12:08 PM
Posted To: RT
Conversation: [rt-users] How to use reporting tool
Subject: RE: [rt-users] How to use reporting tool

Mmm... The readme file wasn't on the tgz in the bestpractical.com download
page.
However, graphs aren't the most important thing to me. Anyone had the
problem I described earlier? It shows me I solved every ticket in the queue,
every day...check it:

RT Statistics: Calls per day
Dates 	resolved 	created 	killed
Wed 27 	56 	56 	0
Thu 28 	56 	56 	0
Fri 29 	56 	56 	0
Mon 1 	56 	56 	0
Tue 2 	56 	56 	0
See Queue:

56 is the total ticket count in the only queue we have.


-----Original Message-----
From: RT [mailto:RT at InterCept.Net]
Sent: Mi?rcoles, 03 de Septiembre de 2003 01:01 p.m.
To: Jaime Diaz
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] How to use reporting tool


Per the README

Installation Notes:

You need a working RT3 installation, as well as GD::Graph.
Apache::GD::Graph is not needed anymore. The current version of
GD::Graph (August, 2003) requires libgd 2.x, but some commercial
distributions still only provide their clients with version 1.8, which
is not the stable release since the beginning of the year. If they don't
provide a fitting GD::Graph, You either need to update libgd or get an
old version of GD::Graph.

My installation works with GD version 2.0.15, GD::Graph is version 1.43
(current in CPAN as of September 2003).

Btw, some of us have graphs and some don't all dealing with above and other
things... earlier posts tells you a way to find out the error, but no real
solution as of yet... except trying to have the same versions as the
readme...maybe

Thanks,
Michael

-----Original Message-----
From: Jaime Diaz [mailto:JDiaz at esabel.net] 
Posted At: Wednesday, September 03, 2003 11:51 AM
Posted To: RT
Conversation: [rt-users] How to use reporting tool
Subject: RE: [rt-users] How to use reporting tool

I've just installed it this way and it always shows me 56 tickets everyday
and in all sections. 56 is the total ticket count for the only queue I have.
Isn't it necessary to install aditional Perl modules? I can't see any of the
graphs.

Thanks.

-----Original Message-----
From: RT [mailto:RT at InterCept.Net]
Sent: Mi?rcoles, 03 de Septiembre de 2003 11:11 a.m.
To: Hangu Jeong
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] How to use reporting tool


Extract the contents and move the Statistics folder to your rt3 html
folder (/opt/rt3/share/html)

Then do the following (Thanks to Ruslan U. Zakirov for providing this)

You have to add this
                    M => { title => loc('Statistics'),
                        path => 'Statistics/index.html'
in your
rt3/share/html/Elements/Tabs

Harold Wagner Owner/Author of it will have updated version available to
us soon, a lot of us are having problems with it.

Michael

-----Original Message-----
From: Hangu Jeong [mailto:hgjeong at icraft21.com] 
Posted At: Wednesday, September 03, 2003 9:42 AM
Posted To: RT
Conversation: [rt-users] How to use reporting tool
Subject: [rt-users] How to use reporting tool

Hi !

I have a reporting tool( Statistics3.tgz), But I don't know how to use
it.
Please tell me ,how to use !
Following is my environments,
FreeBSD + Modperl + perl5.8+mysql

Thanks in advance

Han


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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

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


From alesh at sportina.si  Wed Sep  3 14:31:23 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Wed, 3 Sep 2003 20:31:23 +0200
Subject: [rt-users] A small script
In-Reply-To: <20030903150357.GA1593@transas.co.uk>
Message-ID: <006301c37249$972c0750$e101a8c0@OMNIBOOK>

And this can be used with RT 2.x, 3.x?!?

Also, small suggestion: hardcoding sendmail's path isn't really nice, tho
don't take this the wrong way please!

Ale?

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Mikhail Sobolev
Sent: Wednesday, September 03, 2003 5:04 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] A small script


Hmm.   A better description is needed. :(

It runs through the queues, and creates a list of tickets that owned by
nobody (require attention), those resolved within the specified amount
of days, and those being worked on (owned by somebody).  It creates a
html letter, which is sent out to the specified e-mail address.

--
Misha
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 sean.perry at intransa.com  Wed Sep  3 14:45:15 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Wed, 03 Sep 2003 11:45:15 -0700
Subject: [rt-users] A small script
In-Reply-To: <006301c37249$972c0750$e101a8c0@OMNIBOOK>
References: <006301c37249$972c0750$e101a8c0@OMNIBOOK>
Message-ID: <3F5636BB.70307@intransa.com>

Ale? Su?nik wrote:
> And this can be used with RT 2.x, 3.x?!?
> 
> Also, small suggestion: hardcoding sendmail's path isn't really nice, tho
> don't take this the wrong way please!
> 

The standard location is /usr/lib/sendmail.  I believe it is required by 
POSIX or some similar document.  ALL mail programs which provide a 
sendmail interface provide it as /usr/lib/sendmail.




From alesh at sportina.si  Wed Sep  3 15:02:28 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Wed, 3 Sep 2003 21:02:28 +0200
Subject: [rt-users] A small script
In-Reply-To: <3F5636BB.70307@intransa.com>
Message-ID: <006a01c3724d$ef7a3e00$e101a8c0@OMNIBOOK>

In the script /usr/sbin path is used... that's why I mentioned this... 

A.

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Sean Perry
Sent: Wednesday, September 03, 2003 8:45 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] A small script


Ale? Su?nik wrote:
> And this can be used with RT 2.x, 3.x?!?
> 
> Also, small suggestion: hardcoding sendmail's path isn't really nice, tho
> don't take this the wrong way please!
> 

The standard location is /usr/lib/sendmail.  I believe it is required by 
POSIX or some similar document.  ALL mail programs which provide a 
sendmail interface provide it as /usr/lib/sendmail.


_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 sean.perry at intransa.com  Wed Sep  3 15:16:50 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Wed, 03 Sep 2003 12:16:50 -0700
Subject: [rt-users] A small script
In-Reply-To: <006a01c3724d$ef7a3e00$e101a8c0@OMNIBOOK>
References: <006a01c3724d$ef7a3e00$e101a8c0@OMNIBOOK>
Message-ID: <3F563E22.6080309@intransa.com>

Ale? Su?nik wrote:

> In the script /usr/sbin path is used... that's why I mentioned this... 
> 

Sorry, my point was to agree with you and recommend the proper solution (-:




From khera at kcilink.com  Wed Sep  3 15:20:09 2003
From: khera at kcilink.com (Vivek Khera)
Date: Wed, 3 Sep 2003 15:20:09 -0400
Subject: [rt-users] A small script
In-Reply-To: <3F5636BB.70307@intransa.com>
References: <006301c37249$972c0750$e101a8c0@OMNIBOOK>
	<3F5636BB.70307@intransa.com>
Message-ID: <16214.16105.335367.905634@yertle.int.kciLink.com>

>>>>> "SP" == Sean Perry <sean.perry at intransa.com> writes:

SP> The standard location is /usr/lib/sendmail.  I believe it is required by 
SP> POSIX or some similar document.  ALL mail programs which provide a 
SP> sendmail interface provide it as /usr/lib/sendmail.

Please don't spread misinormation.  If you have evidence it is
required by something, then show it.  sendmail hasn't been in /usr/lib
for *years*.  it is in /usr/sbin on just about every modern system.


From mikhail.sobolev at transas.com  Wed Sep  3 15:27:13 2003
From: mikhail.sobolev at transas.com (Mikhail Sobolev)
Date: Wed, 3 Sep 2003 20:27:13 +0100
Subject: [rt-users] A small script
In-Reply-To: <69F1436AA435D7118EE1009027B0FF3A862BF5@caemsx02.cae.ca>
References: <69F1436AA435D7118EE1009027B0FF3A862BF5@caemsx02.cae.ca>
Message-ID: <20030903192713.GA4470@transas.co.uk>

On Wed, Sep 03, 2003 at 01:56:00PM -0400, Scott Hebert wrote:
> I had to change the 'open(MAIL' line to use "sendmail -t -i". Otherwise, I
> was getting an "Recipient names must be specified' error message.
Thanks for pointing that out.

--
Misha


From ler at lerctr.org  Wed Sep  3 15:27:35 2003
From: ler at lerctr.org (Larry Rosenman)
Date: Wed, 03 Sep 2003 14:27:35 -0500
Subject: [rt-users] A small script
In-Reply-To: <16214.16105.335367.905634@yertle.int.kciLink.com>
References: <006301c37249$972c0750$e101a8c0@OMNIBOOK>
 	<3F5636BB.70307@intransa.com>
 <16214.16105.335367.905634@yertle.int.kciLink.com>
Message-ID: <300890000.1062617255@lerlaptop.iadfw.net>


--On Wednesday, September 03, 2003 15:20:09 -0400 Vivek Khera 
<khera at kcilink.com> wrote:

>>>>>> "SP" == Sean Perry <sean.perry at intransa.com> writes:
>
> SP> The standard location is /usr/lib/sendmail.  I believe it is required
> by  SP> POSIX or some similar document.  ALL mail programs which provide
> a  SP> sendmail interface provide it as /usr/lib/sendmail.
>
> Please don't spread misinormation.  If you have evidence it is
> required by something, then show it.  sendmail hasn't been in /usr/lib
> for *years*.  it is in /usr/sbin on just about every modern system.
UnixWare has it (still) in /usr/lib, as does Solaris, to the best of my 
knowledge.

LER

-- 
Larry Rosenman                     http://www.lerctr.org/~ler
Phone: +1 972-414-9812                 E-Mail: ler at lerctr.org
US Mail: 1905 Steamboat Springs Drive, Garland, TX 75044-6749



From jesse at bestpractical.com  Wed Sep  3 15:28:14 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 3 Sep 2003 15:28:14 -0400
Subject: [rt-users] A small script
In-Reply-To: <16214.16105.335367.905634@yertle.int.kciLink.com>
References: <006301c37249$972c0750$e101a8c0@OMNIBOOK> <3F5636BB.70307@intransa.com> <16214.16105.335367.905634@yertle.int.kciLink.com>
Message-ID: <20030903192814.GM24630@fsck.com>



On Wed, Sep 03, 2003 at 03:20:09PM -0400, Vivek Khera wrote:
> >>>>> "SP" == Sean Perry <sean.perry at intransa.com> writes:
> 
> SP> The standard location is /usr/lib/sendmail.  I believe it is required by 
> SP> POSIX or some similar document.  ALL mail programs which provide a 
> SP> sendmail interface provide it as /usr/lib/sendmail.
> 
> Please don't spread misinormation.  If you have evidence it is
> required by something, then show it.  sendmail hasn't been in /usr/lib
> for *years*.  it is in /usr/sbin on just about every modern system.

And then there are sites that have a local MTA configuration off in some 
weird place like /usr/local/postfix/sbin/ or /opt/exim/sbin.
Configurability is a win. 

> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 Sep  3 15:33:55 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 3 Sep 2003 15:33:55 -0400
Subject: [rt-users] A small script
In-Reply-To: <20030903192713.GA4470@transas.co.uk>
References: <69F1436AA435D7118EE1009027B0FF3A862BF5@caemsx02.cae.ca> <20030903192713.GA4470@transas.co.uk>
Message-ID: <20030903193355.GN24630@fsck.com>



On Wed, Sep 03, 2003 at 08:27:13PM +0100, Mikhail Sobolev wrote:
> On Wed, Sep 03, 2003 at 01:56:00PM -0400, Scott Hebert wrote:
> > I had to change the 'open(MAIL' line to use "sendmail -t -i". Otherwise, I
> > was getting an "Recipient names must be specified' error message.
> Thanks for pointing that out.

There is one other option. RT already has all of this information
internally. You might want to just use the pre-existing RT configuration
for mail sending.


> --
> Misha
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 jjasen at datafoundation.com  Wed Sep  3 15:34:10 2003
From: jjasen at datafoundation.com (John Jasen)
Date: Wed, 3 Sep 2003 15:34:10 -0400 (EDT)
Subject: [rt-users] A small script
In-Reply-To: <16214.16105.335367.905634@yertle.int.kciLink.com>
Message-ID: <Pine.LNX.4.44.0309031533110.13972-100000@duellist.datafoundation.com>

On Wed, 3 Sep 2003, Vivek Khera wrote:

> >>>>> "SP" == Sean Perry <sean.perry at intransa.com> writes:
> 
> SP> The standard location is /usr/lib/sendmail.  I believe it is required by 
> SP> POSIX or some similar document.  ALL mail programs which provide a 
> SP> sendmail interface provide it as /usr/lib/sendmail.
> 
> Please don't spread misinormation.  If you have evidence it is
> required by something, then show it.  sendmail hasn't been in /usr/lib
> for *years*.  it is in /usr/sbin on just about every modern system.

and how many of those with links to /usr/lib/sendmail, hmmm?

/usr/lib/sendmail was the standard for years. Where it came from and why, 
I don't know.





From mikhail.sobolev at transas.com  Wed Sep  3 15:36:08 2003
From: mikhail.sobolev at transas.com (Mikhail Sobolev)
Date: Wed, 3 Sep 2003 20:36:08 +0100
Subject: [rt-users] A small script
In-Reply-To: <006301c37249$972c0750$e101a8c0@OMNIBOOK>
References: <20030903150357.GA1593@transas.co.uk> <006301c37249$972c0750$e101a8c0@OMNIBOOK>
Message-ID: <20030903193608.GB4470@transas.co.uk>

On Wed, Sep 03, 2003 at 08:31:23PM +0200, Ale? Su?nik wrote:
> And this can be used with RT 2.x, 3.x?!?
:))  And to be used with RT 3.0.4 at least. :)

> Also, small suggestion: hardcoding sendmail's path isn't really nice, tho
> don't take this the wrong way please!
Of course, I will. :)  What are your suggestions? To bring it out as
variable/parameter in the beginning of the file (to make it easier to
"config" the script)?  Or something else?

As it turned out, the script does not work with 3.0.2.  Having checked
the ChangeLog, I found that between 3.0.3 and 3.0.4 RT started to allow
more operators for date comparison (I do use ">=", while at 3.0.2 it
only allowed ">", "<", and "=").

For the record, I am using RT on a Debian (unstable) (package
request-tracker3 of version 3.0.4-2) system, with mysql as the db
backend, and postfix as a MTA.  Since it's a Debian system, I kinda
followed its polciy (which say that the mail sending program must be
available through /usr/sbin/sendmail, 11.6).

Thanks,

--
Misha


From matthias at astrum.ch  Wed Sep  3 14:40:47 2003
From: matthias at astrum.ch (Matthias Leisi)
Date: Wed, 03 Sep 2003 20:40:47 +0200
Subject: [rt-users] Subject-Tag per Queue?
In-Reply-To: <1062609971.8758.8.camel@tp600x>
References: <6E18745A-BABB-11D7-9A28-000393B2BB20@flothow.de> <1062609971.8758.8.camel@tp600x>
Message-ID: <3F5635AF.5010204@astrum.ch>

> I think a better implementation of "not-for-human-consumption" data
> might have been to use X-RT-* headers liberally.
> 
> X-RT-Version
> X-RT-Ticket-ID
> X-RT-Queue-Name

As those header almost certainly won't make it back to RT once they have 
been sent to the user, it may be better to have (unique|opaque) 
identifiers coded into a mail address, e.g.

From: <rt-address>+<id>@<domain>


> I think that the best way to get this option implemented is to find out
> how much $$$ it would take bestpractical to do the work, and then start
> working with the other people who have asked for this functionality
> (queue-based names) to get together to pay for it.

Good thought ;)

-- Matthias



From Robert.Sullivan at rhi.com  Wed Sep  3 15:44:29 2003
From: Robert.Sullivan at rhi.com (Sullivan, Robert (HQP))
Date: Wed, 3 Sep 2003 12:44:29 -0700
Subject: [rt-users] A small script
Message-ID: <00A851B1D52D3940B03DE868CCF0E6140A6A08BE@hqpex006.corp.rhalf.com>

/usr/lib/sendmail is the defacto standard for sendmail. I know what I am
talking about if you have questions issues with this you can send mail via
text to support at sendmai.org with a query as to why it is. I would not
continue this discussion here as it is meaningless and argumentative about
what RT is all about. 

Thanks,

Robert Sullivan


-----Original Message-----
From: John Jasen [mailto:jjasen at datafoundation.com]
Sent: Wednesday, September 03, 2003 12:34 PM
To: Vivek Khera
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] A small script


On Wed, 3 Sep 2003, Vivek Khera wrote:

> >>>>> "SP" == Sean Perry <sean.perry at intransa.com> writes:
> 
> SP> The standard location is /usr/lib/sendmail.  I believe it is required
by 
> SP> POSIX or some similar document.  ALL mail programs which provide a 
> SP> sendmail interface provide it as /usr/lib/sendmail.
> 
> Please don't spread misinormation.  If you have evidence it is
> required by something, then show it.  sendmail hasn't been in /usr/lib
> for *years*.  it is in /usr/sbin on just about every modern system.

and how many of those with links to /usr/lib/sendmail, hmmm?

/usr/lib/sendmail was the standard for years. Where it came from and why, 
I don't know.



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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
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From seph at directionless.org  Wed Sep  3 15:51:35 2003
From: seph at directionless.org (seph)
Date: Wed, 03 Sep 2003 15:51:35 -0400
Subject: [rt-users] Re: Subject-Tag per Queue?
In-Reply-To: <1062609971.8758.8.camel@tp600x> (Rob Walker's message of "03
 Sep 2003 10:26:11 -0700")
References: <6E18745A-BABB-11D7-9A28-000393B2BB20@flothow.de>
	<1062609971.8758.8.camel@tp600x>
Message-ID: <w52n0dlbqgo.fsf@lame.message.id>

>> Generally, these tags are opaque globally unique identifiers for your 
>> tickets, not something humans need to make any sense of.
>
> I see that this is how RT uses the subject line, but I think that this
> is a broken implementation of this concept.

I'll agree it's a little ugly, but I don't find it broken. It's also
pretty standard in ticketing systems.

> My thoughts are that opaque things should not be seen by humans.  The
> subject line is certainly displayed by every mail tool that I have ever
> seen.
>
> I think a better implementation of "not-for-human-consumption" data
> might have been to use X-RT-* headers liberally.

This completely misses the point. When RT sends a user a message, the
user responds. The user's response must include some key that lets RT
know what ticket they're taking about. The only thing preserved by the
user's MUA is the subject. (I guess rt could have gone with a key in
the sender, but there are just as many reasons not to do that)

seph


From Rich.West at wesmo.com  Wed Sep  3 15:59:52 2003
From: Rich.West at wesmo.com (Rich West)
Date: Wed, 03 Sep 2003 15:59:52 -0400
Subject: [rt-users] Problem with RT3 and FastCGI
In-Reply-To: <1275A224C449D4119CE900508B6FF0B30AC37F17@dewdfx20.wdf.sap.corp>
References: <1275A224C449D4119CE900508B6FF0B30AC37F17@dewdfx20.wdf.sap.corp>
Message-ID: <3F564838.4030500@wesmo.com>

I'm seeing the same thing since updating to 3.0.4, the latest 
DBIx::SearchBuilder, and the latest HTML::Mason.  It seems rather 
sporadic (not daily, but every few days).  And the web-generated error 
is identical.

The MySQL server is definitely there (other apps utilize it), and 
restarting Apache (in my case, I am also utilizing FastCGI) clears up 
the problem.

I found another reference on the list to "server has gone away", but it 
was in regards to a "max_packet" option and file attachments.

This only started up since upgrading to 3.0.4 (from 3.0.2 w/ the 
respective HTML::Mason and DBIx::SearchBuilder).

Any ideas?

Weird thing is that, via the web page error, it references 
/opt/rt3/...., but I don't have my RT3 install in /opt and there are no 
references to it in the config files.  *shrug*  But, like I said, it all 
comes back once the web server is restarted.

-Rich


Fellhauer, Torsten wrote:

>Hi everybody,
>
>I got a problem with RT 3.0.4 and Apache using FastCGI. Approx. once a day RT isn't working anymore and I get the error message below if I try to access RT.
>
>Although the message states some MySQL or Permission Problems, the problem is Apache. After a restart of the Web Server everything is working again.
>
>Any hints?
>
>Torsten
>
>
>Error message:
>--------------
>
>error:   	RT Couldn't write to session directory '/usr/local/rt3/var/session_data': DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.0/Apache/Session/Lock/MySQL.pm line 54.
>
>Stack:
>[/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Lock/MySQL.pm:54]
>[/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Lock/MySQL.pm:60]
>[/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:569]
>[/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:497]
>[/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:462]
>[/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Lock/MySQL.pm:54]
>[/usr/local/rt3/share/html/autohandler:51]
>. Check that this dir ectory's permissions are correct. at /usr/local/rt3/share/html/Elements/SetupSessionCookie line 60.
>context:  	
>...  	
>56:  	};
>57:  	undef $cookies{'RT_SID'};
>58:  	}
>59:  	else {
>60:  	die "RT Couldn't write to session directory '$RT::MasonSessionDir': $@. Check that this dir ectory's permissions are correct.";
>61:  	}
>62:  	}
>63:  	
>64:  	if ( !$cookies{'RT_SID'} ) {
>...  	
>code stack:  	/usr/local/rt3/share/html/Elements/SetupSessionCookie:60
>/usr/local/rt3/share/html/autohandler:51
>




From lists at itsecurity3.its.uiowa.edu  Wed Sep  3 16:07:56 2003
From: lists at itsecurity3.its.uiowa.edu (Jason Alexander)
Date: Wed, 03 Sep 2003 15:07:56 -0500
Subject: [rt-users] Database Upgrades
Message-ID: <3F564A1C.7070801@itsecurity3.its.uiowa.edu>

Hello all,

I just upgraded from RT 3.0.1 to RT 3.0.4 and moved from Mysql 3.23.56 
to Mysql 4.0.14.  I was wondering what I need to do to my existing 
database to make it work better.  I saw a comment about changing all the 
table types from MyISAM to InnoDB but I havent' seen much else.  I heard
someone say something about indexes but I can't seem to find that.

The instructions say to check the /etc/upgrades directory but I don't 
see anything in there for upgrading from 3.0.1 to 3.0.4

Thanks
Jason



From rob at myinternetplace.net  Wed Sep  3 16:28:10 2003
From: rob at myinternetplace.net (Rob Walker)
Date: 03 Sep 2003 13:28:10 -0700
Subject: [rt-users] Re: Subject-Tag per Queue?
In-Reply-To: <w52n0dlbqgo.fsf@lame.message.id>
References: <6E18745A-BABB-11D7-9A28-000393B2BB20@flothow.de>
	<1062609971.8758.8.camel@tp600x>  <w52n0dlbqgo.fsf@lame.message.id>
Message-ID: <1062620890.9274.13.camel@tp600x>

On Wed, 2003-09-03 at 12:51, seph wrote:

> I'll agree it's a little ugly, but I don't find it broken. It's also
> pretty standard in ticketing systems.

True.

The more I think about it the more I realize that you have to have _some
sort_ of state coming through.  If the users' MUA won't keep the headers
as needed, then something has to be done.  Maybe text tags in the body
of the email?  But what user is going to do that?  :-)

The reason I was churning on this is because I have to get this working
with [company1] and [company2] subject lines, or figure out multiple
installs (Jesse's post about mod_rewrite and mod_proxy was great), or
install and maintain multiple RTs and machines.  I am just happy that
Debian has it right with "apt-get install request-tracker3"

rob



From jesse at bestpractical.com  Wed Sep  3 16:51:45 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 3 Sep 2003 16:51:45 -0400
Subject: [rt-users] Problem with RT3 and FastCGI
In-Reply-To: <3F564838.4030500@wesmo.com>
References: <1275A224C449D4119CE900508B6FF0B30AC37F17@dewdfx20.wdf.sap.corp> <3F564838.4030500@wesmo.com>
Message-ID: <20030903205145.GO24630@fsck.com>



On Wed, Sep 03, 2003 at 03:59:52PM -0400, Rich West wrote:
> I'm seeing the same thing since updating to 3.0.4, the latest 
> DBIx::SearchBuilder, and the latest HTML::Mason.  It seems rather 
> sporadic (not daily, but every few days).  And the web-generated error 
> is identical.

That should be fixed in 3.0.5rc1.


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


From dmaze at cag.lcs.mit.edu  Wed Sep  3 17:01:55 2003
From: dmaze at cag.lcs.mit.edu (David Z Maze)
Date: Wed, 03 Sep 2003 17:01:55 -0400
Subject: [rt-users] Fun with custom fields
Message-ID: <87vfs97fi4.fsf@everett.mit.edu>

Two questions on custom fields:

(1) The Administrator Question: I've created a "enter multiple values"
    field on a queue.  When I visit Ticket/Modify.html for a
    particular ticket, there's an edit box prompting me to "enter
    multiple values".  How do I do that?  "One value to a line" isn't
    it; I just get one big value with multiple lines to it.

(2) The Hacker Question: I have some HTML::Mason code that gets the
    list of possible values, then displays them, along with any
    tickets that have that value.  The code looks like:

<tr class=<%$Class%>><td><b><%$Name%></b><br>
% foreach my $value (@$Values) {
&nbsp;&nbsp;&nbsp;<%$value%>
<%PERL>
$Tickets->ClearRestrictions;
$Tickets->LimitStatus(VALUE => "new");
$Tickets->LimitStatus(VALUE => "open");
$Tickets->LimitQueue(VALUE => "Bugs", OPERATOR => "=");
$Tickets->LimitCustomField(CUSTOMFIELD => 3, OPERATOR => "=",
			   VALUE => "$Name $value");
while (my $Ticket = $Tickets->Next) {
</%PERL>
<a href="<%$RT::WebPath%>/Ticket/Display.html?id=<%$Ticket->Id%>"><%$Ticket->id%>
(<%$Ticket->OwnerObj->Name%>) <%$Ticket->Subject%></a>
% }
<br>
% }
</td></tr>
<%INIT>
my $Tickets = RT::Tickets->new($session{'CurrentUser'});
</%INIT>
<%ARGS>
$Class => 'oddline'
$Name => undef
$Values => []
</%ARGS>

   Is this, in fact, the best way to do it?  It feels vaguely
   sluggish, though I haven't looked into it more; I assume throwing
   an index at the values of the custom field would help.

I'm also open to UI suggestions.  The listing looks sort of like this:

Name 1, which is potentially quite long
   Case 1: 1 (Nobody) Case 1 is broken, 2 (dmaze) Cases 1-3 need help
   Case 2: 2 (dmaze) Cases 1-3 need help
Name 2, also potentially quite long
   Case 3: 2 (dmaze) Cases 1-3 need help
   Case 4

Right now "Name 1", "Name 2", "Name 3", etc. are in alternating colors
(evenrow, oddrow); I have no good way of dealing if the list of
tickets associated with a particular case overflow.  I'd also like a
more convenient way of associating a case with a ticket, rather than
forcing users to type out the full name of the name and case possibly
mult8iple times.

-- 
David Z. Maze                                      dmaze at cag.lcs.mit.edu
Research Scientist                            http://www.mit.edu/~dmaze/
MIT LCS Computer Architecture Group   http://www.cag.lcs.mit.edu/commit/



From JDiaz at esabel.net  Wed Sep  3 17:29:31 2003
From: JDiaz at esabel.net (Jaime Diaz)
Date: Wed, 3 Sep 2003 18:29:31 -0300 
Subject: [rt-users] Problems with mail coding
Message-ID: <3A54947595874945B59D87BAF4FC0BAA2A48A8@svrmail001.esabel.com>

I need some help with this.
I speak Spanish, so all our clients speak spanish too. I've rewrited the
templates to translate to Spanish, and characters like ????? or ? are
replaced with different things in mails sent by the rt-mailgate. However
they are displayed correctly on the WebUI (even those submitted by mail).
I've checked RT_Siteconfig and have found nothing to configure this, neither
in rt-mailgate and the postfix configuration files.

Anyone knows how to solve this?
Thanks


From seph at directionless.org  Wed Sep  3 18:07:28 2003
From: seph at directionless.org (seph)
Date: Wed, 03 Sep 2003 18:07:28 -0400
Subject: [rt-users] Re: Subject-Tag per Queue?
In-Reply-To: <1062620890.9274.13.camel@tp600x> (Rob Walker's message of "03
 Sep 2003 13:28:10 -0700")
References: <6E18745A-BABB-11D7-9A28-000393B2BB20@flothow.de>
	<1062609971.8758.8.camel@tp600x> <w52n0dlbqgo.fsf@lame.message.id>
	<1062620890.9274.13.camel@tp600x>
Message-ID: <w52he3tbk67.fsf@lame.message.id>

> The reason I was churning on this is because I have to get this working
> with [company1] and [company2] subject lines, or figure out multiple
> installs (Jesse's post about mod_rewrite and mod_proxy was great), or
> install and maintain multiple RTs and machines.  

I'd do multiple installs. fastcgi should be useful here.

I've thought about how to make rt scale to a hosting environment,
something that effectively runs N RT installs with one set of code,
but it'd be a lot of kinda pointless patching and no one's paying me.

seph


From russj at dimstar.net  Wed Sep  3 18:26:01 2003
From: russj at dimstar.net (Russ Johnson)
Date: Wed, 03 Sep 2003 15:26:01 -0700
Subject: [rt-users] Adding section to index.html in RT2
Message-ID: <3F566A79.6030202@dimstar.net>

I'm using RT 2.0.11 quite happily. We're going to go to 3.0, sometime in 
the future, but now is not the time. :)

Today I changed index.html to include a new section. I copied 
/Elements/MyTickets to /Elements/MyStalled, changed the status it's 
searching for to stalled, and viola! I have a new section that shows me 
my stalled tickets. Much less likely they'll fall through the cracks now.

If that's not enough for everyone else to make this change, I can help 
you. Please don't reply personally, I'll likely miss your message.

OK, that works fine, but now I want something different.

I want to see the tickets with Nobody as the owner in a fourth section 
in index.html. The catch is, I want to only display those in one queue. 
Has anyone done this?

Thanks in advance!

-- 
Russ Johnson
Stargate Online
Home:	http://www.dimstar.net
LDP:	http://ldp.dimstar.net




From pdh at snapgear.com  Wed Sep  3 20:01:02 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 4 Sep 2003 10:01:02 +1000
Subject: Ticket purger considered harmful [was: Re: [rt-users] A small script]
In-Reply-To: <20030903181433.GA13223@wrath.cts.wustl.edu>
References: <69F1436AA435D7118EE1009027B0FF3A862BF5@caemsx02.cae.ca> <20030903181433.GA13223@wrath.cts.wustl.edu>
Message-ID: <20030904000101.GA4506@moreton.com.au>

Mitchell Henderson wrote:
> A couple days ago I got 16000 Tickets created from SoBig and other
> things.  I couldn't find a script to basicly batch erase a bunch of
> tickets so I wrote one.

There's a delete_dead_tickets script for RT2 floating around,
but I'm not sure if anyone has ported it to RT3 yet.

> Figured someone else might have this problem
> so I'll share the script.  It's very messy and i'm not 100% positive
> this is the right way to do it but it works for me, use at your own risk.

I'm 100% positive it will destroy your database, actually:

> t = db.execute("SELECT id FROM Tickets WHERE status='dead';")
> ids = db.fetchall()

"ids" is a list of Ticket ids....

>         db.execute("DELETE FROM Attachments where id=" + str(int(ids[i][0])))

... but you're deleting Attachments whose Attachment ids match a list
of Ticket ids. That's Not Good.
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Wed Sep  3 22:32:21 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 4 Sep 2003 12:32:21 +1000
Subject: [rt-users] Subject-Tag per Queue?
In-Reply-To: <3F5635AF.5010204@astrum.ch>
References: <6E18745A-BABB-11D7-9A28-000393B2BB20@flothow.de> <1062609971.8758.8.camel@tp600x> <3F5635AF.5010204@astrum.ch>
Message-ID: <20030904023221.GC4506@moreton.com.au>

Matthias Leisi wrote:
> As those header almost certainly won't make it back to RT once they have 
> been sent to the user, it may be better to have (unique|opaque) 
> identifiers coded into a mail address, e.g.
> 
> From: <rt-address>+<id>@<domain>

RT already provides hooks for this functionality, via the
"--extension ticket" args to rt-mailgate.
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Wed Sep  3 22:33:21 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 4 Sep 2003 12:33:21 +1000
Subject: [rt-users] Subject-Tag per Queue?
In-Reply-To: <1062609971.8758.8.camel@tp600x>
References: <6E18745A-BABB-11D7-9A28-000393B2BB20@flothow.de> <1062609971.8758.8.camel@tp600x>
Message-ID: <20030904023321.GD4506@moreton.com.au>

Rob Walker wrote:
> > You'll break the mailgate, as it looks for $rtname, not queue names.
> > Also, you risk that your tags may become non-unique, since another RT 
> > instance might use the same queue names.
> 
> This could be worked around with [sitename . queuename .
> #.ticketnumber].

That's certainly possible, although RT has no use for
the queuename there -- it'd be cosmetic only...
-- 
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 rob at myinternetplace.net  Thu Sep  4 00:45:49 2003
From: rob at myinternetplace.net (Rob Walker)
Date: 03 Sep 2003 21:45:49 -0700
Subject: [rt-users] Subject-Tag per Queue?
In-Reply-To: <20030904023321.GD4506@moreton.com.au>
References: <6E18745A-BABB-11D7-9A28-000393B2BB20@flothow.de>
	<1062609971.8758.8.camel@tp600x>  <20030904023321.GD4506@moreton.com.au>
Message-ID: <1062650749.10977.1.camel@tp600x>

On Wed, 2003-09-03 at 19:33, Phil Homewood wrote:
> Rob Walker wrote:
> > > You'll break the mailgate, as it looks for $rtname, not queue names.
> > > Also, you risk that your tags may become non-unique, since another RT 
> > > instance might use the same queue names.
> > 
> > This could be worked around with [sitename . queuename .
> > #.ticketnumber].
> 
> That's certainly possible, although RT has no use for
> the queuename there -- it'd be cosmetic only...

I think that this is the point, for the end-user to see something which
is more aligned with the queue which they are using.

Also, for the ASP model, multiple queues/company names would help run
multiple instances on one install.

rob


From jesse at bestpractical.com  Thu Sep  4 00:54:53 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 4 Sep 2003 00:54:53 -0400
Subject: [rt-users] Subject-Tag per Queue?
In-Reply-To: <1062650749.10977.1.camel@tp600x>
References: <6E18745A-BABB-11D7-9A28-000393B2BB20@flothow.de> <1062609971.8758.8.camel@tp600x> <20030904023321.GD4506@moreton.com.au> <1062650749.10977.1.camel@tp600x>
Message-ID: <20030904045453.GU24630@fsck.com>



On Wed, Sep 03, 2003 at 09:45:49PM -0700, Rob Walker wrote:
> On Wed, 2003-09-03 at 19:33, Phil Homewood wrote:
> > Rob Walker wrote:
> > > > You'll break the mailgate, as it looks for $rtname, not queue names.
> > > > Also, you risk that your tags may become non-unique, since another RT 
> > > > instance might use the same queue names.
> > > 
> > > This could be worked around with [sitename . queuename .
> > > #.ticketnumber].
> > 
> > That's certainly possible, although RT has no use for
> > the queuename there -- it'd be cosmetic only...
> 
> I think that this is the point, for the end-user to see something which
> is more aligned with the queue which they are using.

You could always begin your ticket templates with:

Subject: ({ $Ticket->QueueObj->Name}) ($Transaction->Subject)


> Also, for the ASP model, multiple queues/company names would help run
> multiple instances on one install.

If you're selling RT as a revenue-generating service and need new 
functionality, you should definitely have a word with us off-list.

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


From alesh at sportina.si  Thu Sep  4 02:16:41 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Thu, 4 Sep 2003 08:16:41 +0200
Subject: [rt-users] A small script
In-Reply-To: <20030903193608.GB4470@transas.co.uk>
Message-ID: <008e01c372ac$1fa60060$e101a8c0@OMNIBOOK>

Probably the best idea to bring it out as a parameter at the beggining of
the file, yes.
Also a few lines on which versions this was tested (at the beggining also).

A.

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Mikhail Sobolev
Sent: Wednesday, September 03, 2003 9:36 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] A small script


On Wed, Sep 03, 2003 at 08:31:23PM +0200, Ale? Su?nik wrote:
> And this can be used with RT 2.x, 3.x?!?
:))  And to be used with RT 3.0.4 at least. :)

> Also, small suggestion: hardcoding sendmail's path isn't really nice, tho
> don't take this the wrong way please!
Of course, I will. :)  What are your suggestions? To bring it out as
variable/parameter in the beginning of the file (to make it easier to
"config" the script)?  Or something else?

As it turned out, the script does not work with 3.0.2.  Having checked
the ChangeLog, I found that between 3.0.3 and 3.0.4 RT started to allow
more operators for date comparison (I do use ">=", while at 3.0.2 it
only allowed ">", "<", and "=").

For the record, I am using RT on a Debian (unstable) (package
request-tracker3 of version 3.0.4-2) system, with mysql as the db
backend, and postfix as a MTA.  Since it's a Debian system, I kinda
followed its polciy (which say that the mail sending program must be
available through /usr/sbin/sendmail, 11.6).

Thanks,

--
Misha
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 Sep  4 02:22:28 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Thu, 4 Sep 2003 08:22:28 +0200
Subject: [rt-users] Database Upgrades
In-Reply-To: <3F564A1C.7070801@itsecurity3.its.uiowa.edu>
Message-ID: <009101c372ac$ed4e5120$e101a8c0@OMNIBOOK>

Apply this 2 indexes:
create index group1 on CachedGroupMembers (GroupId);
create index member1 on CachedGroupMembers (MemberId);

Also, I recommend using RT 3.0.5pre3, speed issues resolved in this version.

Also, depending on your RAM capabilites use the correct my.cnf file which
comes with mysql 4 (i recommend my-large.cnf if you have more then 300mb for
RT to run normally).

Also, search the RT mailing list for your answers, this question, with
almost the same answer (about the indexes) was posted atleast 2 times.

A.

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Jason Alexander
Sent: Wednesday, September 03, 2003 10:08 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Database Upgrades


Hello all,

I just upgraded from RT 3.0.1 to RT 3.0.4 and moved from Mysql 3.23.56 
to Mysql 4.0.14.  I was wondering what I need to do to my existing 
database to make it work better.  I saw a comment about changing all the 
table types from MyISAM to InnoDB but I havent' seen much else.  I heard
someone say something about indexes but I can't seem to find that.

The instructions say to check the /etc/upgrades directory but I don't 
see anything in there for upgrading from 3.0.1 to 3.0.4

Thanks
Jason

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 spc_123 at yahoo.com  Thu Sep  4 02:22:45 2003
From: spc_123 at yahoo.com (Steven Casey)
Date: Wed, 3 Sep 2003 23:22:45 -0700 (PDT)
Subject: [rt-users] Newbie Install help Requested--PLEASE???
Message-ID: <20030904062245.33875.qmail@web10404.mail.yahoo.com>

ok, I'm beaten....
Mandrake 9i
MySQL 4.0.14
RT3 (almost)
Apache 1.x
modperl 1.x
 
I've followed the installation documentation when I had Apache2 and modperl2 and ended up with a web page that just displayed :
 
%# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explictly superceded by other copyright notices) %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without ........
 
I completely wiped my HD to start over using Apache 1.x and modperl1.  I ran the rt dependency check and everything reported fine.  I followed the install guide to the letter, and now after 9 days of working on this, I'm back to the same point!  I'm not the only one either.  I've received emails from others with the same problem....Would someone please help?  
 


Regards,

Steven Casey
Oldsmar, Florida
813-818-8097

---------------------------------
Do you Yahoo!?
Yahoo! SiteBuilder - Free, easy-to-use web site design software
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From hwagener at hamburg.fcb.com  Thu Sep  4 04:29:25 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 4 Sep 2003 10:29:25 +0200
Subject: [rt-users] How to use reporting tool
In-Reply-To: <0FC82FC6709BE34CB9118EE0E252FD2312122E@ehost007.intermedia.net>
References: <0FC82FC6709BE34CB9118EE0E252FD2312122E@ehost007.intermedia.net>
Message-ID: <E477F1A4-DEB1-11D7-9238-003065DC18B8@hamburg.fcb.com>

On Mittwoch, 3. September 2003, at 17:35 Uhr, G. Richard Bellamy wrote:

> Harald,
>
> Did you have a chance to look into the mangled images issue?
>

No, unfortunately not. I included the version of libgd and GD::Graph I 
use successfully in the README, though. (libgd 2.0.15 and GD::Graph 
1.43).

Regards,
     Harald

-- 
The Statistics Package for RT 3 is available at
http://www.tzi.de/~hollow/Statistics3.tgz



From hwagener at hamburg.fcb.com  Thu Sep  4 04:29:56 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 4 Sep 2003 10:29:56 +0200
Subject: [rt-users] How to use reporting tool
In-Reply-To: <20030903153933.GA8612@intelenet.net>
References: <A8ED8823644C614280ACAC1A4D3E93FB259565@icptex02.corp.icpt.net> <46582D88-DE23-11D7-9D81-003065DC18B8@hamburg.fcb.com> <20030903153933.GA8612@intelenet.net>
Message-ID: <F6B0E89A-DEB1-11D7-9238-003065DC18B8@hamburg.fcb.com>

On Mittwoch, 3. September 2003, at 17:39 Uhr, matthew zeier wrote:

> On Wed, Sep 03, 2003 at 05:28:31PM +0200, Harald Wagener wrote:
>>
>> Hello,
>> the Statistics package has been updated. The Elements/Tabs file is
>> included now.
>
> I misplaced the src URL - can you resend?
>
> Does this update address the image display problem others were
> reporting?

The Statistics Package for RT 3 is available at
http://www.tzi.de/~hollow/Statistics3.tgz

Regards,
     Harald



From hwagener at hamburg.fcb.com  Thu Sep  4 04:31:34 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 4 Sep 2003 10:31:34 +0200
Subject: [rt-users] How to use reporting tool
In-Reply-To: <3F560BC4.5050701@acronis.ru>
References: <A8ED8823644C614280ACAC1A4D3E93FB259565@icptex02.corp.icpt.net> <46582D88-DE23-11D7-9D81-003065DC18B8@hamburg.fcb.com> <3F560BC4.5050701@acronis.ru>
Message-ID: <315C223F-DEB2-11D7-9238-003065DC18B8@hamburg.fcb.com>

On Mittwoch, 3. September 2003, at 17:41 Uhr, Ruslan U. Zakirov wrote:

> Harald Wagener wrote:
>
>>
>> Hello,
>> the Statistics package has been updated. The Elements/Tabs file is 
>> included now.
>
> May be better include a patch for it? If in futher versions file would 
> be changed, but patch could work anyway.
>    Good luck. Ruslan.
>

This is to be put into the local overlay directory. That is the way it 
works for me. I will try to keep up with upcoming releases of rt.

Regards,
     Harald



From hwagener at hamburg.fcb.com  Thu Sep  4 04:32:50 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 4 Sep 2003 10:32:50 +0200
Subject: [rt-users] How to use reporting tool
In-Reply-To: <3A54947595874945B59D87BAF4FC0BAA2A489F@svrmail001.esabel.com>
References: <3A54947595874945B59D87BAF4FC0BAA2A489F@svrmail001.esabel.com>
Message-ID: <5E896131-DEB2-11D7-9238-003065DC18B8@hamburg.fcb.com>

On Mittwoch, 3. September 2003, at 17:50 Uhr, Jaime Diaz wrote:

> I've just installed it this way and it always shows me 56 tickets 
> everyday
> and in all sections. 56 is the total ticket count for the only queue I 
> have.
> Isn't it necessary to install aditional Perl modules? I can't see any 
> of the
> graphs.
>
> Thanks.
>

The only additional perl module You need is GD::Graph, which requires 
libgd. It works in my installation with libgd 2.0.15 and GD::Graph 
1.43.

Regards,
     Harald



From hwagener at hamburg.fcb.com  Thu Sep  4 04:34:42 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 4 Sep 2003 10:34:42 +0200
Subject: [rt-users] How to use reporting tool
In-Reply-To: <3A54947595874945B59D87BAF4FC0BAA2A48A0@svrmail001.esabel.com>
References: <3A54947595874945B59D87BAF4FC0BAA2A48A0@svrmail001.esabel.com>
Message-ID: <A14F4EA4-DEB2-11D7-9238-003065DC18B8@hamburg.fcb.com>

On Mittwoch, 3. September 2003, at 18:07 Uhr, Jaime Diaz wrote:

> Mmm... The readme file wasn't on the tgz in the bestpractical.com 
> download
> page.


The contrib directory is not up to date. And I'd rather see Jesse 
working on a 3.0.5 release than cleaning up after me. The current 
version is available at

http://www.tzi.de/~hollow/Statistics3.tgz

Please try that release.

Regards,
     Harald



From hwagener at hamburg.fcb.com  Thu Sep  4 04:35:39 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 4 Sep 2003 10:35:39 +0200
Subject: [rt-users] How to use reporting tool
In-Reply-To: <3F561F88.5933E0AF@orcaware.com>
References: <3F561F88.5933E0AF@orcaware.com>
Message-ID: <C39F9EEE-DEB2-11D7-9238-003065DC18B8@hamburg.fcb.com>

On Mittwoch, 3. September 2003, at 19:06 Uhr, Blair Zajac wrote:

> Harald Wagener said:
>> Hello,
>> the Statistics package has been updated. The Elements/Tabs file is
>> included now.
>>
>> Regards,
>>      Harald
>
> Hello Harald,
>
> I just downloaded the URL
>
> http://www.tzi.de/~hollow/Statistics3.tgz
>
> and while the md5sum is different than the file I downloaded on 8/26,
> doing a diff -ru between the old and new Statistics directories shows
> no differences.
>

This is correct. What changed is the README and the existence of the 
/Elements/Tabs file replacement.

Regards,
     Harald




From przemek at cert.pl  Thu Sep  4 04:40:20 2003
From: przemek at cert.pl (Przemyslaw Jaroszewski)
Date: Thu, 04 Sep 2003 10:40:20 +0200
Subject: [rt-users] Newbie Install help Requested--PLEASE???
In-Reply-To: <20030904062245.33875.qmail@web10404.mail.yahoo.com>
References: <20030904062245.33875.qmail@web10404.mail.yahoo.com>
Message-ID: <opruyvpio9vdfpvz@localhost>

On Wed, 3 Sep 2003 23:22:45 -0700 (PDT), Steven Casey <spc_123 at yahoo.com> wrote:

> I've followed the installation documentation when I had Apache2 and modperl2 and ended up with a web page that just displayed :
> %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %#

Did you configure your Apache properly? The following must be included in your httpd.conf:

    <Location />
        SetHandler perl-script
        PerlHandler RT::Mason
    </Location>

Re-read installation documentation carefully.

Cheers,
Przemek


From mikhail.sobolev at transas.com  Thu Sep  4 05:10:41 2003
From: mikhail.sobolev at transas.com (Mikhail Sobolev)
Date: Thu, 4 Sep 2003 10:10:41 +0100
Subject: [rt-users] A small script
In-Reply-To: <20030903193355.GN24630@fsck.com>
References: <20030903192713.GA4470@transas.co.uk> <20030903193355.GN24630@fsck.com>
Message-ID: <20030904091041.GA11794@transas.co.uk>

On Wed, Sep 03, 2003 at 03:33:55PM -0400, Jesse Vincent wrote:
> On Wed, Sep 03, 2003 at 08:27:13PM +0100, Mikhail Sobolev wrote:
> > On Wed, Sep 03, 2003 at 01:56:00PM -0400, Scott Hebert wrote:
> > > I had to change the 'open(MAIL' line to use "sendmail -t -i". Otherwise, I
> > > was getting an "Recipient names must be specified' error message.
> > Thanks for pointing that out.
> 
> There is one other option. RT already has all of this information
> internally. You might want to just use the pre-existing RT configuration
> for mail sending.
I would do that, however, RT supports several different ways for sending
a message.  And I'd happily just used some internal function of RT3 to
send the messsage out, however I did not find an easy way.  (But I am
going to check it better.)

--
Misha


From Samuel.Senoner at eurac.edu  Thu Sep  4 06:55:22 2003
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Thu, 4 Sep 2003 12:55:22 +0200
Subject: [rt-users] How to use reporting tool
Message-ID: <8ABC35686C73554691F3481C4023BE5E9330FC@abz01be.eurac.edu>

Harald, I had this problem also, do you remember, you said to me, that
you are on 3.0.4 already, updating worked for me.

Jaime, wich version do you have? 


-----Original Message-----
From: Harald Wagener [mailto:hwagener at hamburg.fcb.com] 
Sent: Thursday,04 September,2003 10:33
To: Jaime Diaz
Cc: rt-users at lists.fsck.com


On Mittwoch, 3. September 2003, at 17:50 Uhr, Jaime Diaz wrote:

> I've just installed it this way and it always shows me 56 tickets 
> everyday and in all sections. 56 is the total ticket count for the 
> only queue I have.
> Isn't it necessary to install aditional Perl modules? I can't see any 
> of the graphs.
>
> Thanks.
>

The only additional perl module You need is GD::Graph, which requires
libgd. It works in my installation with libgd 2.0.15 and GD::Graph 1.43.

Regards,
     Harald

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

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




From prlawrence at Lehigh.EDU  Thu Sep  4 07:21:58 2003
From: prlawrence at Lehigh.EDU (Phil R Lawrence)
Date: Thu, 04 Sep 2003 07:21:58 -0400
Subject: [rt-users] Apache::Test fails install with apachessl
Message-ID: <3F572056.30604@lehigh.edu>

Hi,

I can't get Apache::Test to install.  It says "no test server 
configured", but I can lynx localhost, and get:
           Hey, it worked !
           The SSL/TLS-aware Apache webserver was
           successfully installed on this website.

I tried passing the httpd location like so:
# HTTPD=/usr/local/apache/1.3.28/ssl/bin/ perl -MCPAN
   -e'install Apache::Test'

and also using 'o conf makepl_arg' from the CPAN shell.

Any tips?


Here's the full test error:

Running make test
/usr/bin/perl -Iblib/arch -Iblib/lib \
t/TEST -clean
*** setting ulimit to allow core files
ulimit -c unlimited; t/TEST -clean
APACHE_USER= APXS= APACHE_PORT= APACHE_GROUP= APACHE= \
/usr/bin/perl -Iblib/arch -Iblib/lib \
t/TEST -verbose=0
*** setting ulimit to allow core files
ulimit -c unlimited; t/TEST -verbose=0
!!! no test server configured, please specify an httpd or apxs or put 
either in your PATH. For ex
ample:
t/TEST -httpd /path/to/bin/httpd
make: *** [run_tests] Error 1
   /usr/bin/make test -- NOT OK
Running make install
   make test had returned bad status, won't install without force



From jjasen at datafoundation.com  Thu Sep  4 07:31:04 2003
From: jjasen at datafoundation.com (John Jasen)
Date: Thu, 4 Sep 2003 07:31:04 -0400 (EDT)
Subject: [rt-users] How to use reporting tool
In-Reply-To: <315C223F-DEB2-11D7-9238-003065DC18B8@hamburg.fcb.com>
Message-ID: <Pine.LNX.4.44.0309040729260.16570-100000@duellist.datafoundation.com>

On Thu, 4 Sep 2003, Harald Wagener wrote:

> This is to be put into the local overlay directory. That is the way it 
> works for me. I will try to keep up with upcoming releases of rt.

Is there any limit on which rt3.0.x versions it works with? Also, I've 
seen mention of the readme for Statistics3, but have not found one. Is it 
missing, or am I daft?



From spc_123 at yahoo.com  Thu Sep  4 09:09:08 2003
From: spc_123 at yahoo.com (Steven Casey)
Date: Thu, 4 Sep 2003 06:09:08 -0700 (PDT)
Subject: [rt-users] Newbie Install help Requested--Solution!
In-Reply-To: <opruyvpio9vdfpvz@localhost>
Message-ID: <20030904130908.18375.qmail@web10406.mail.yahoo.com>

Thanks Przemek, and to all who helped (or at least tried to)!

The problem was that I was reading the documentation TOO closely!  At 4am, I was so
frustrated that I renamed the RT_SiteConfig.pm I was modifying, to RT_SiteConfig.bak,
then copied the RT_Config.pm to RT_SiteConfig.pm.  I didn't modify ANYTHING in it,
leaving all defaults (even though the config has incorrect settings).  I then restarted
Apache and voila, everything seems to work.  I have a login screen and can navigate
within the system.  

On to the next problem....accessing another database within MySQL and getting information
from it....
--- Przemyslaw Jaroszewski <przemek at cert.pl> wrote:
> On Wed, 3 Sep 2003 23:22:45 -0700 (PDT), Steven Casey <spc_123 at yahoo.com> wrote:
> 
> > I've followed the installation documentation when I had Apache2 and modperl2 and
> ended up with a web page that just displayed :
> > %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %#
> 
> Did you configure your Apache properly? The following must be included in your
> httpd.conf:
> 
>     <Location />
>         SetHandler perl-script
>         PerlHandler RT::Mason
>     </Location>
> 
> Re-read installation documentation carefully.
> 
> Cheers,
> Przemek

=====
Regards,

Steven Casey
Oldsmar, Florida
813-818-8097

__________________________________
Do you Yahoo!?
Yahoo! SiteBuilder - Free, easy-to-use web site design software
http://sitebuilder.yahoo.com


From JDiaz at esabel.net  Thu Sep  4 09:10:56 2003
From: JDiaz at esabel.net (Jaime Diaz)
Date: Thu, 4 Sep 2003 10:10:56 -0300 
Subject: [rt-users] How to use reporting tool
Message-ID: <3A54947595874945B59D87BAF4FC0BAA2A48AB@svrmail001.esabel.com>

I'm with RT 3.0.0

-----Original Message-----
From: Senoner Samuel [mailto:Samuel.Senoner at eurac.edu]
Sent: Jueves, 04 de Septiembre de 2003 07:55 a.m.
To: Harald Wagener; Jaime Diaz
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] How to use reporting tool


Harald, I had this problem also, do you remember, you said to me, that
you are on 3.0.4 already, updating worked for me.

Jaime, wich version do you have? 


-----Original Message-----
From: Harald Wagener [mailto:hwagener at hamburg.fcb.com] 
Sent: Thursday,04 September,2003 10:33
To: Jaime Diaz
Cc: rt-users at lists.fsck.com


On Mittwoch, 3. September 2003, at 17:50 Uhr, Jaime Diaz wrote:

> I've just installed it this way and it always shows me 56 tickets 
> everyday and in all sections. 56 is the total ticket count for the 
> only queue I have.
> Isn't it necessary to install aditional Perl modules? I can't see any 
> of the graphs.
>
> Thanks.
>

The only additional perl module You need is GD::Graph, which requires
libgd. It works in my installation with libgd 2.0.15 and GD::Graph 1.43.

Regards,
     Harald

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

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



From RT at InterCept.Net  Thu Sep  4 09:16:10 2003
From: RT at InterCept.Net (RT)
Date: Thu, 4 Sep 2003 09:16:10 -0400
Subject: [rt-users] How to use reporting tool
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B6D3@icptex02.corp.icpt.net>

The readme is in the archive on harald's site, not in the one on bp.com

http://www.tzi.de/~hollow/Statistics3.tgz

Michael



-----Original Message-----
From: John Jasen [mailto:jjasen at datafoundation.com] 
Posted At: Thursday, September 04, 2003 7:31 AM
Posted To: RT
Conversation: [rt-users] How to use reporting tool
Subject: Re: [rt-users] How to use reporting tool

On Thu, 4 Sep 2003, Harald Wagener wrote:

> This is to be put into the local overlay directory. That is the way it

> works for me. I will try to keep up with upcoming releases of rt.

Is there any limit on which rt3.0.x versions it works with? Also, I've 
seen mention of the readme for Statistics3, but have not found one. Is
it 
missing, or am I daft?

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 InterCept.Net  Thu Sep  4 09:23:51 2003
From: RT at InterCept.Net (RT)
Date: Thu, 4 Sep 2003 09:23:51 -0400
Subject: [rt-users] Problem with comments and mail-notification
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25956B@icptex02.corp.icpt.net>

Change your script to use the transaction template and see if that
works, I'm not good at templates, but I think the functionality of the
code you put in it has to fall with in some line of code, not just text
in the box...

So you would have a script called queuechange or whatever
Condition would be on Queue change
Action would be Notify AdminCcs as Comment
Templated would be global template transaction

Try transaction and see if you get anything or use blank template...

If this doesn't work for you, I'll try it in my production environment
and see what I get

Michael

-----Original Message-----
From: Einar Fagertun [mailto:einar.fagertun at cc.uit.no] 
Posted At: Thursday, September 04, 2003 4:09 AM
Posted To: RT
Conversation: [rt-users] Problem with comments and mail-notification
Subject: RE: [rt-users] Problem with comments and mail-notification

This is the errormessage I get

Sep  4 09:56:11 gio RT: error:    unexpected end of header  error:
couldn't parse head; error near: testitest
(/opt/rt3/lib/RT/Template_Overlay.pm:352)  
Sep  4 09:56:11 gio RT: RT::Scrip=HASH(0x97f5400): Couldn't prepare
Notify AdminCcs as Comment (/opt/rt3/lib/RT/Scrip_Overlay.pm:338)   

'testitest' is the content of a template called 'test'. the template
only contain this so there is no "bad behaving" code in the template.

What can it be?

--Einar

-----Original Message-----
From: RT [mailto:RT at InterCept.Net]
Sent: Wednesday, September 03, 2003 3:18 PM
To: Einar Fagertun
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] Problem with comments and mail-notification


Tail your /var/log/messages and change a tickets queue and see what
error's it produces, you should atleast see it running a scrip #

i.e.

Sep 2 17:54:40 rt2 RT: <rt-3.0.4-563-2166.11.702237071563 at insider.net>
#563/2166 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:92)  

Michael

-----Original Message-----
From: Einar Fagertun [mailto:einar.fagertun at cc.uit.no] 
Posted At: Wednesday, September 03, 2003 8:54 AM
Posted To: RT
Conversation: Problem with comments and mail-notification
Subject: [rt-users] Problem with comments and mail-notification

I want RT 3.0.2 to notify AdminCCs with a template when a ticket is
moved to the adminCcs queue 

So I set up the following global script:

On queue change notify admincc with template transaction (or any other
template with or without code)

the problem is that RT does not send an e-mail to the AdminCc when the
ticket is moved to another queue... 

(NB: the 'On Create Autoreply To Requestors with template Autosvar'
works fine)

Hope anyone can help me
Sincerily
Einar Fagertun
_______________________________________________
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rt-users at lists.fsck.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 hoffmanf at junese.de  Thu Sep  4 09:27:18 2003
From: hoffmanf at junese.de (Ferdinand Hoffmann)
Date: Thu, 4 Sep 2003 15:27:18 +0200
Subject: [rt-users] Add queue watcher problem
Message-ID: <0979185C00FAB1478174642F516824F1141731@unity.just-intern.de>

 Hi,

we've running rt-3.0.4 with mysql-3.23.52 and apache 1.3 (mod_perl1)
on a SuSE 8.1 box.
All tickets and users are imported from rt2 (with rt-2-to-3 v1.12).
If I try to add a watcher to a _new_ (not imported) queue i got
the error:
 group not found

the logfile contains then the following entries:

Sep  3 16:04:32 linuxnms RT: Adding a watcher 30 to AdminCc
Sep  3 16:04:32 linuxnms RT: DBD::mysql::st execute failed: You have an error in your SQL syntax near '))  ' at line 1 at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 234.  (/opt/rt3/lib/RT.pm:235)
Sep  3 16:04:32 linuxnms RT: DBIx::SearchBuilder error:You have an error in your SQL syntax near '))  ' at line 1 ^IQuery String is SELECT count(main.id) FROM GroupMembers main  WHERE ((main.GroupId = ))    (/opt/rt3/lib/RT.pm:235)
Sep  3 16:04:32 linuxnms RT: DBD::mysql::st fetchrow_array failed: fetch() without execute() at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 248.  (/opt/rt3/lib/RT.pm:235)
Sep  3 16:04:32 linuxnms RT: DBD::mysql::st execute failed: You have an error in your SQL syntax near '))  ' at line 1 at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 234.  (/opt/rt3/lib/RT.pm:235)
Sep  3 16:04:32 linuxnms RT: DBIx::SearchBuilder error:You have an error in your SQL syntax near '))  ' at line 1 ^IQuery String is SELECT count(main.id) FROM GroupMembers main  WHERE ((main.GroupId = ))    (/opt/rt3/lib/RT.pm:235)
Sep  3 16:04:32 linuxnms RT: DBD::mysql::st fetchrow_array failed: fetch() without execute() at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 248.  (/opt/rt3/lib/RT.pm:235)

any ideas?

 regards,
  Ferdinand Hoffmann


From JDiaz at esabel.net  Thu Sep  4 09:33:16 2003
From: JDiaz at esabel.net (Jaime Diaz)
Date: Thu, 4 Sep 2003 10:33:16 -0300 
Subject: [rt-users] Logging
Message-ID: <3A54947595874945B59D87BAF4FC0BAA2A48AE@svrmail001.esabel.com>

Is logging enabled by default on RT 3.0.0. If not, where it shoud be
activated?

Thanks.


From Rasmus.Brogger at uni-c.dk  Thu Sep  4 09:50:46 2003
From: Rasmus.Brogger at uni-c.dk (Rasmus =?iso-8859-1?Q?Br=F8gger?=)
Date: Thu, 4 Sep 2003 15:50:46 +0200
Subject: [rt-users] Logging
In-Reply-To: <3A54947595874945B59D87BAF4FC0BAA2A48AE@svrmail001.esabel.com>
References: <3A54947595874945B59D87BAF4FC0BAA2A48AE@svrmail001.esabel.com>
Message-ID: <20030904135046.GA1331@balder.sektornet.dk>

On Thu, Sep 04, 2003 at 10:33:16AM -0300, Jaime Diaz wrote:
> Is logging enabled by default on RT 3.0.0. If not, where it shoud be
> activated?
> 
> Thanks.
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

/path/to/rt/etc/RT_Config.pm

Search for Logging, and apply chages to your RT_SiteConfig.pm

/rhb


From JDiaz at esabel.net  Thu Sep  4 10:25:46 2003
From: JDiaz at esabel.net (Jaime Diaz)
Date: Thu, 4 Sep 2003 11:25:46 -0300 
Subject: [rt-users] Logging
Message-ID: <3A54947595874945B59D87BAF4FC0BAA2A48AF@svrmail001.esabel.com>

It says there that by default it logs everything to a file. However,
/opt/rt3/var/log is empty. My Config about logging is this (I've changed the
$LogToFileNamed variable):

Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'error');
Set($LogToFile      , undef);
Set($LogToFileNamed , "/var/log/rt.log");    #log to rt.log.<pid>.<user>

My guess is that I should change th LogToFile value, but putting it to 0
didn't do it.

-----Original Message-----
From: Rasmus Br?gger [mailto:Rasmus.Brogger at uni-c.dk]
Sent: Jueves, 04 de Septiembre de 2003 10:51 a.m.
To: Jaime Diaz
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Logging


On Thu, Sep 04, 2003 at 10:33:16AM -0300, Jaime Diaz wrote:
> Is logging enabled by default on RT 3.0.0. If not, where it shoud be
> activated?
> 
> Thanks.
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

/path/to/rt/etc/RT_Config.pm

Search for Logging, and apply chages to your RT_SiteConfig.pm

/rhb


From murphy at genome.chop.edu  Thu Sep  4 10:28:14 2003
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Thu, 4 Sep 2003 10:28:14 -0400
Subject: [rt-users] Re: Searching Attachments
In-Reply-To: <8765kac9se.fsf@rikers.itso.iu.edu>
Message-ID: <04AA806B-DEE4-11D7-8867-0003930D3626@genome.chop.edu>

> It took over five minutes to complete, but that's on an attachments
> table of 310,000 rows.  And at least it *did* complete--when I do the
> search using RT's web interface, it seems to never complete.

I'm not sure that it ever begins.  In my RT 3.0.4 setup with 
PostgreSQL, if I search by attachment, the Apache process spins the 
CPU, and the query never returns.  I learned how to use the perl 
debugger within mod_perl and can see that the code is endlessly looping 
inside _BuildJoins() in /Library/Perl/DBIx/SearchBuilder/Handle/Pg.pm.  
I can see that this is being called in the context of constructing the 
query, but don't yet understand RT internals well enough to figure out 
what is creating bad data for _BuildJoins() (or whether there is a 
postgres-specific problem somewhere in DBIx::SearchBuilder).

If this is a known problem, hopefully Jesse or someone else could 
mention it.  Otherwise, if a more knowledgeable programmer doesn't get 
to this first, I wouldn't mind working on this (slowly, after hours).

-Kevin Murphy


On Wednesday, September 3, 2003, at 08:54 AM, Andrew J. Korty wrote:

> "G. Richard Bellamy" <rbellamy at pteradigm.com> writes:
>
>> How long should it take to search attachments if my attachments table 
>> is
>> only 608 rows?  Searching the attachments is timing out the 30 second
>> FastCGI timeout.
>
> I've had the same problem with:
>
>         RT 3.0.5pre3
>         PostgreSQL 7.3.4
>         Apache 1.3.28
>         mod_perl 1.27-r2
>
> When I execute the search, a postmaster process seems to run just for
> a few seconds.  Then an Apache process spins indefinitely.  But the
> query never gets logged by PostgreSQL.
>
> I don't know what the query is, but I tried
>
>     SELECT * FROM attachments WHERE content LIKE '%search_term%';
>



From cubic at acronis.ru  Thu Sep  4 10:51:00 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Thu, 04 Sep 2003 18:51:00 +0400
Subject: [rt-users] Logging
In-Reply-To: <3A54947595874945B59D87BAF4FC0BAA2A48AF@svrmail001.esabel.com>
References: <3A54947595874945B59D87BAF4FC0BAA2A48AF@svrmail001.esabel.com>
Message-ID: <3F575154.1090703@acronis.ru>

Jaime Diaz wrote:

>It says there that by default it logs everything to a file. However,
>/opt/rt3/var/log is empty. My Config about logging is this (I've changed the
>$LogToFileNamed variable):
>
>Set($LogToSyslog    , 'debug');
>Set($LogToScreen    , 'error');
>Set($LogToFile      , undef);
>Set($LogToFileNamed , "/var/log/rt.log");    #log to rt.log.<pid>.<user>
>
>My guess is that I should change th LogToFile value, but putting it to 0
>didn't do it.
>
You have to specify Log Level('debug', 'crit', etc. there is list in 
comments) not digit and just FYI zero is also false like undef it's not 
true value.
Good luck. Ruslan.




From adam at baz.org  Thu Sep  4 12:14:25 2003
From: adam at baz.org (Adam Hirsch)
Date: Thu, 4 Sep 2003 12:14:25 -0400
Subject: [rt-users] NoAuth submission pages, rt2->3
Message-ID: <20030904161425.GE28857@baz.org>

Hey, folks.  Under my RT2 instances, I've got some NoAuth ticket submission
pages for some of the more non-technical groups in my company -- they're
pages housed under local/html/NoAuth, one page being a user-friendly set of
forms and fields to shape a user's ticket submission which form-submits to
the second page, a mass of Mason code which actually deals with inserting
the ticket into the queue, setting attributes, etc.  Works great.

I'm attempting to migrate these to RT3, and after tripping over the first
major difference I needed to overcome in the migration, I thought I'd stop
and ask whether anyone else has done this kind of thing already under RT3,
so that I wouldn't be reinventing the wheel entirely, here.  Anyone done
this?

Adam

-- 
Stop complaining about how you don't have a life.  You "live" a life, you
don't "have" a life.  If you really want to live a more balanced life, start
looking at the choices you are making.  You are not in prison. - Barbara Moses
                       <adam at baz.org> adam hirsch <http://web.baz.org/~adam/>


From agoins at arces.net  Thu Sep  4 12:26:04 2003
From: agoins at arces.net (Adrian Goins)
Date: Thu, 4 Sep 2003 12:26:04 -0400
Subject: [rt-users] RT::FM::Class permission issues (with correct version)
Message-ID: <81AE649A5E36C146B3838FBD7EE4C9271B14BF@cain.corp.arces.net>

RT 3.0.5.pre6
RTFM-2-0RC2
 
FreeBSD 4.9-PRERELEASE
MySQL 4.0.14
 
i still get the same errors on changing permissions for Classes as i did
before upgrading from 3.0.4 to 3.0.5pre6.  "System ErrorRights could not
be granted for RT::FM::Class."  i'm attempting to add SeeClass to
Everyone for the Test class i've made.
 
do i have to reinstall RTFM or do any other magic after upgrading from
3.0.4 to 3.0.5pre6?
 
any assistance is appreciated.
 
Adrian Goins
President / CEO
Arces Network, LLC
http://www.arces.net
 
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From prlawrence at Lehigh.EDU  Thu Sep  4 09:23:58 2003
From: prlawrence at Lehigh.EDU (Phil R Lawrence)
Date: Thu, 4 Sep 2003 08:23:58 -0500
Subject: [rt-users] installing Apache::Test impossible as root
In-Reply-To: <3F572056.30604@lehigh.edu>
References: <3F572056.30604@lehigh.edu>
Message-ID: <20030904082358.1080ba12.prlawrence@lehigh.edu>

I had written:
> I can't get Apache::Test to install.  It says "no test server 
> configured", but I can lynx localhost, and get:
>            Hey, it worked !
>            The SSL/TLS-aware Apache webserver was
>            successfully installed on this website.
> 
> I tried passing the httpd location like so:
> # HTTPD=/usr/local/apache/1.3.28/ssl/bin/ perl -MCPAN
>    -e'install Apache::Test'

I had no luck with this line of thinking, so I ended up doing this:
# export PATH="/usr/local/apache/1.3.28/ssl/bin:$PATH"

That worked.

Now a permissions problem comes up.  I found this thread at:
  http://www.mail-archive.com/modperl at apache.org/msg35872.html

<email>
installing Apache::Test via CPAN impossible as root

    * From: Udo Rader
    * Subject: installing Apache::Test via CPAN impossible as root
    * Date: Tue, 26 Aug 2003 12:58:20 +0000 

hi all,

I'm trying to setup Apache::Test with our apaches and have run into major 
troubles.

CPAN refuses to install the mod without force, because all tests completely 
fail. t/logs/error_log then contained error messages like these:

-----error_log------
[...]
[Tue Aug 26 14:23:47 2003] [error] [client 127.0.0.1] (13)Permission denied: 
access to /index.html failed because search permissions are missing on a 
component of the path 
[...]
-----error_log------

never saw such an apache error message ... ? search permissions are 
missing ? what kind of stuff is that?

But a google search quickly pointed me to the source of the problem:
In a default linux & perl installation Apache::Test is very unlikely
to be installable by root (http://dbforums.com/t859484.html).

I tried to make && make test the package as a "normal" user and I succeded.
Depending on my security settings this is however just luck:

If the above posting on dbforums is correct, then the problem is because
the unpacking and building is done by user root whereas all files below t/
are chowned to the actual apache test user.

Now this works fine as long as the _apache test user_ is allowed to access
root's .cpan build area at all, and I doubt that on most systems a normal
user (such as the apache test user) will be allowed to access anything
within ~root and thus "make test" will fail.

Are there arguments against running those tests as root?

for the record:
get this for apache 1.3.28 and mp1.28 as well as with apache 2.0.47 and 
mp1.99_09.

udo
</email>

This was the conclusion of the thread, found at:
  http://www.mail-archive.com/modperl at apache.org/msg35880.html
<email>
Re: installing Apache::Test via CPAN impossible as root

    * From: Stas Bekman
    * Subject: Re: installing Apache::Test via CPAN impossible as root
    * Date: Tue, 26 Aug 2003 18:43:19 +0000 

<snip/>

Thanks Nathan,

We have discussed this idea at the dev list, and will probably resort to it if no better solution is found. I didn't mention it on purpose in hope to get some new, better ideas.

The problem with copy and cleanup to a temp dir is that some project may have a pretty big t/ directory (mp2's one is almost 2MB and growing), so copying is going to be quite slow. Another problem is the cleanup, which may not always work very well.

Moreover, let's say that you run under 'root'. Most likely File::Temp/File::Spec::tmpdir will return /root/tmp as the temp dir, so it solves nothing. What we really want is an equivalent of /tmp.

What we could do is prompt root for two inputs: a username of a real user (e.g. 'stas' on my machine) and a dir where 'stas' can write to (e.g. /home/stas/tmp) and then copy the files there and use that username to run the test with.

In my original reply the best advise so far to avoid this problem is to configure your .cpan dir to be under /tmp in which case running tests as root is not a problem. However /tmp is often setup to be cleaned up on reboot, so you may want to configure only 'build_dir' to be on that filesystem, e.g.:

#~/.cpan/CPAN/MyConfig.pm
#------------------------
$CPAN::Config = {
 'cpan_home' => q[/root/.cpan],
 'build_dir' => q[/tmp/.cpan/build],
  ...
};


__________________________________________________________________
Stas Bekman            JAm_pH ------> Just Another mod_perl Hacker
http://stason.org/     mod_perl Guide ---> http://perl.apache.org
mailto:[EMAIL PROTECTED] http://use.perl.org http://apacheweek.com
http://modperlbook.org http://apache.org   http://ticketmaster.com
</email>




From leon at iwa-solutions.com  Thu Sep  4 14:14:04 2003
From: leon at iwa-solutions.com (Leon Sonntag)
Date: Thu, 04 Sep 2003 12:14:04 -0600
Subject: [rt-users] Apache and MySQL problems on Install of 3.0.4
Message-ID: <5.2.1.1.0.20030904115213.02fd9280@iwapps3.iwapps.com>

I am trying to install RT 3.0.4 on a RH8 system.  I have:
Perl 5.8.0 (installed from RPM)
MySQL 4.0.14 (installed from RPM)
Apache 1.3.28 (installed manually)
ModPerl 1.28 (installed manually)

MySQL is running and accepting commands
Apache is running and serving pages

But when I to install RT it fails when testing for dependencies.  The 
commands used are:

./configure --with-db-rt-pass=mypassword
perl sbin/rt-test-dependencies --with-mysql --with-modperl1

Found errors here - It complained that Apache::Request and DBD::mysql 
2.1018 were missing.  I tried running this with the --install option but 
that was unable to install the two missing items as well.
  CPAN is setup and running.  The only glitch I can find is that I may have 
pointed CPAN to an older archive.  Trouble is I can't seem to find where to 
re-initialize it.

I've looked through the RT archives on fsck.com  but couldn't find any 
thing that helped.

I believe this is the point  where I say "help"


Most anything is easy after you've done it successfully a few times

Leon Sonntag
Innovative Web Applications
leon at iwa-solutions dot com 



From RT at InterCept.Net  Thu Sep  4 14:38:19 2003
From: RT at InterCept.Net (RT)
Date: Thu, 4 Sep 2003 14:38:19 -0400
Subject: [rt-users] Apache and MySQL problems on Install of 3.0.4
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B6DF@icptex02.corp.icpt.net>

Download the sources and compile them yourself, cpan just makes it
easier... 

http://search.cpan.org 

and search for your modules

or go to interactive mode of cpan and type install perlmod 
							(install
Apache::Request)

and give us the error output from that

Michael

-----Original Message-----
From: Leon Sonntag [mailto:leon at iwa-solutions.com] 
Posted At: Thursday, September 04, 2003 2:14 PM
Posted To: RT
Conversation: [rt-users] Apache and MySQL problems on Install of 3.0.4
Subject: [rt-users] Apache and MySQL problems on Install of 3.0.4

I am trying to install RT 3.0.4 on a RH8 system.  I have:
Perl 5.8.0 (installed from RPM)
MySQL 4.0.14 (installed from RPM)
Apache 1.3.28 (installed manually)
ModPerl 1.28 (installed manually)

MySQL is running and accepting commands
Apache is running and serving pages

But when I to install RT it fails when testing for dependencies.  The 
commands used are:

./configure --with-db-rt-pass=mypassword
perl sbin/rt-test-dependencies --with-mysql --with-modperl1

Found errors here - It complained that Apache::Request and DBD::mysql 
2.1018 were missing.  I tried running this with the --install option but

that was unable to install the two missing items as well.
  CPAN is setup and running.  The only glitch I can find is that I may
have 
pointed CPAN to an older archive.  Trouble is I can't seem to find where
to 
re-initialize it.

I've looked through the RT archives on fsck.com  but couldn't find any 
thing that helped.

I believe this is the point  where I say "help"


Most anything is easy after you've done it successfully a few times

Leon Sonntag
Innovative Web Applications
leon at iwa-solutions dot com 

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

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


From cwfox at fujitsu.com  Thu Sep  4 15:11:17 2003
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Thu, 4 Sep 2003 09:11:17 -1000
Subject: [rt-users] How to use reporting tool
In-Reply-To: <315C223F-DEB2-11D7-9238-003065DC18B8@hamburg.fcb.com>
Message-ID: <LHEMJKEBKJNMFINGKHNHIEHJCCAA.cwfox@fujitsu.com>

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Harald Wagener
> Sent: Wednesday, September 03, 2003 22:32
> To: Ruslan U. Zakirov
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] How to use reporting tool
>
>
>
> On Mittwoch, 3. September 2003, at 17:41 Uhr, Ruslan U. Zakirov wrote:
>
> > Harald Wagener wrote:
> >
> >>
> >> Hello,
> >> the Statistics package has been updated. The Elements/Tabs file is
> >> included now.
> >
> > May be better include a patch for it? If in futher versions file would
> > be changed, but patch could work anyway.
> >    Good luck. Ruslan.
> >
>
> This is to be put into the local overlay directory. That is the way it
> works for me. I will try to keep up with upcoming releases of rt.
>
> Regards,
>      Harald
>

	Has anyone used the Statistics3 package on 3.0.5pre3? I'm running perl 5.8,
fasicgi 2.4.0, and Apache 1.3.27. I've installed libgd 2.0.15 and GD::Graph
1.43 and dropped the distro directory in <path to rt3>/local/html, but where
the graphs should be now shows a broken link. There are no error messages in
rt.log, or /var/log/messages (debug output), and this is what shows up the
the Apache access_log:

10.157.249.2 - - [04/Sep/2003:09:03:17 -1000] "POST
/Statistics/TimeToResolve/index.html HTTP/1.1" 200 7072
"http://hilo.fujitsu.com:8888/Statistics/TimeToResolve/index.html"
"Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.4) Gecko/20030624"
10.157.249.2 - - [04/Sep/2003:09:03:18 -1000] "GET
/Statistics/TimeToResolve/Elements/Chart?x_labels=0,,,,,,6,,,,16,,,,22,,27,,
,longer&marker_size=1&data1=7,4,1,1,1,3,1,2,2,2,1,1,1,1,1,1,1,1,1,624
HTTP/1.1" 200 835
"http://hilo.fujitsu.com:8888/Statistics/TimeToResolve/index.html"
"Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.4) Gecko/20030624"

	Does the httpd.conf file have to be modified as it was in RT2 shown below?

<Location /chart>
 SetHandler perl-script
 PerlHandler +Apache::GD::Graph
</Location>

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu America, INC.
E-mail:		cwfox at fujitsu.com
Phone:		(808) 934-4102
Pager:		(808) 934-1290
Cell:			(808) 937-5026





From dmaze at MIT.EDU  Thu Sep  4 15:11:50 2003
From: dmaze at MIT.EDU (David Z Maze)
Date: Thu, 04 Sep 2003 15:11:50 -0400
Subject: [rt-users] Re: Fun with custom fields
In-Reply-To: <87vfs97fi4.fsf@everett.mit.edu> (David Z. Maze's message of
 "Wed, 03 Sep 2003 17:01:55 -0400")
References: <87vfs97fi4.fsf@everett.mit.edu>
Message-ID: <87bru0cqrt.fsf@everett.mit.edu>

David Z Maze <dmaze at cag.lcs.mit.edu> writes:

> (1) The Administrator Question: I've created a "enter multiple values"
>     field on a queue.  When I visit Ticket/Modify.html for a
>     particular ticket, there's an edit box prompting me to "enter
>     multiple values".  How do I do that?  "One value to a line" isn't
>     it; I just get one big value with multiple lines to it.

Maybe the thing to do is to change RT::Interface::Web;
lib/RT/Interface/Web.pm has, at line 1074 in
ProcessTicketCustomFieldUpdates,

                my @values =
                  ( ref( $ARGSRef->{$arg} ) eq 'ARRAY' ) 
                  ? @{ $ARGSRef->{$arg} }
                  : ( $ARGSRef->{$arg} );

so if the value entered is a single multiline string and nothing in
the intervening CGI-to-Perl interface converts it into an array ref,
it gets passed on as a single string.  'split /\n/, $ARGSRef->{$arg}'
for the else case here might be closer to what I want.

-- 
David Maze             dmaze at mit.edu          http://www.mit.edu/~dmaze/
"Theoretical politics is interesting.  Politicking should be illegal."
	-- Abra Mitchell



From alesh at sportina.si  Thu Sep  4 15:29:25 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Thu, 4 Sep 2003 21:29:25 +0200
Subject: [rt-users] Apache and MySQL problems on Install of 3.0.4
In-Reply-To: <5.2.1.1.0.20030904115213.02fd9280@iwapps3.iwapps.com>
Message-ID: <002001c3731a$ddea0030$0c16fad5@OMNIBOOK>

Leon,

use cpan to "auto" install missing modules:

perl -MCPAN -e 'install Apache::Request' 
perl -MCPAN -e 'install DBD::mysql' 

DBD::mysql might fail to install, because make test fails.

Go to your $HOME/.cpan/build directory, and then to DBD's subdir and force
the install via make install (without previous make test).

Hope this helps,
A.

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Leon Sonntag
Sent: Thursday, September 04, 2003 8:14 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Apache and MySQL problems on Install of 3.0.4


I am trying to install RT 3.0.4 on a RH8 system.  I have:
Perl 5.8.0 (installed from RPM)
MySQL 4.0.14 (installed from RPM)
Apache 1.3.28 (installed manually)
ModPerl 1.28 (installed manually)

MySQL is running and accepting commands
Apache is running and serving pages

But when I to install RT it fails when testing for dependencies.  The 
commands used are:

./configure --with-db-rt-pass=mypassword
perl sbin/rt-test-dependencies --with-mysql --with-modperl1

Found errors here - It complained that Apache::Request and DBD::mysql 
2.1018 were missing.  I tried running this with the --install option but 
that was unable to install the two missing items as well.
  CPAN is setup and running.  The only glitch I can find is that I may have 
pointed CPAN to an older archive.  Trouble is I can't seem to find where to 
re-initialize it.

I've looked through the RT archives on fsck.com  but couldn't find any 
thing that helped.

I believe this is the point  where I say "help"


Most anything is easy after you've done it successfully a few times

Leon Sonntag
Innovative Web Applications
leon at iwa-solutions dot com 

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

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




From rbellamy at pteradigm.com  Thu Sep  4 16:51:25 2003
From: rbellamy at pteradigm.com (G. Richard Bellamy)
Date: Thu, 4 Sep 2003 13:51:25 -0700
Subject: [rt-users] How to use reporting tool
Message-ID: <0FC82FC6709BE34CB9118EE0E252FD2311166F@ehost007.intermedia.net>

That's a good question... I've been trying to get this working for
several weeks. Fortunately for Harald Wagener (the Stats maintainer) it
works on his system without a fuss. Unfortunately for me (and many
others, it appears) it doesn't work for me.

My Config:
Debian - Woody - Testing release
RT 3.0.4
Apache 1.3.27
Perl 5.8.0
mod_fastcgi 2.2.10
GD::Graph 1.43
HTML::Mason 1.22
libgd 2.0.12

Harald Wagener, in an earlier email, states that he's got libgd 2.0.15,
but I think he meant gd 2.0.15, which includes libgd 2.0.12. If I'm
wrong, and he, in fact, does have libgd 2.0.15, I'd like to know where
to get it, cuz that seems to be the only module/library I don't have
right.

So, when I got around to it, I was going to start kickin around my
httpd.conf or HTML::Mason to see if it's getting mangled in there....


G. Richard Bellamy
mailto:rbellamy at pteradigm.com
V:707-869-3665


> -----Original Message-----
> From: Camron W. Fox [mailto:cwfox at fujitsu.com] 
> Sent: Thursday, September 04, 2003 12:11 PM
> To: rt-users at lists.fsck.com
> Subject: RE: [rt-users] How to use reporting tool
> 
> 
> > -----Original Message-----
> > From: rt-users-admin at lists.fsck.com 
> > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Harald Wagener
> > Sent: Wednesday, September 03, 2003 22:32
> > To: Ruslan U. Zakirov
> > Cc: rt-users at lists.fsck.com
> > Subject: Re: [rt-users] How to use reporting tool
> >
> >
> >
> > On Mittwoch, 3. September 2003, at 17:41 Uhr, Ruslan U. 
> Zakirov wrote:
> >
> > > Harald Wagener wrote:
> > >
> > >>
> > >> Hello,
> > >> the Statistics package has been updated. The 
> Elements/Tabs file is 
> > >> included now.
> > >
> > > May be better include a patch for it? If in futher versions file 
> > > would be changed, but patch could work anyway.
> > >    Good luck. Ruslan.
> > >
> >
> > This is to be put into the local overlay directory. That is 
> the way it 
> > works for me. I will try to keep up with upcoming releases of rt.
> >
> > Regards,
> >      Harald
> >
> 
> 	Has anyone used the Statistics3 package on 3.0.5pre3? 
> I'm running perl 5.8, fasicgi 2.4.0, and Apache 1.3.27. I've 
> installed libgd 2.0.15 and GD::Graph 1.43 and dropped the 
> distro directory in <path to rt3>/local/html, but where the 
> graphs should be now shows a broken link. There are no error 
> messages in rt.log, or /var/log/messages (debug output), and 
> this is what shows up the the Apache access_log:
> 
> 10.157.249.2 - - [04/Sep/2003:09:03:17 -1000] "POST 
> /Statistics/TimeToResolve/index.html HTTP/1.1" 200 7072 
> "http://hilo.fujitsu.com:8888/Statistics/TimeToResolve/index.h
tml"
"Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.4) Gecko/20030624"
10.157.249.2 - - [04/Sep/2003:09:03:18 -1000] "GET
/Statistics/TimeToResolve/Elements/Chart?x_labels=0,,,,,,6,,,,16,,,,22,,
27,,
,longer&marker_size=1&data1=7,4,1,1,1,3,1,2,2,2,1,1,1,1,1,1,1,1,1,624
HTTP/1.1" 200 835
"http://hilo.fujitsu.com:8888/Statistics/TimeToResolve/index.html"
"Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.4) Gecko/20030624"

	Does the httpd.conf file have to be modified as it was in RT2
shown below?

<Location /chart>
 SetHandler perl-script
 PerlHandler +Apache::GD::Graph
</Location>

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu America, INC.
E-mail:		cwfox at fujitsu.com
Phone:		(808) 934-4102
Pager:		(808) 934-1290
Cell:			(808) 937-5026



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

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


From cwfox at fujitsu.com  Thu Sep  4 17:21:43 2003
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Thu, 4 Sep 2003 11:21:43 -1000
Subject: [rt-users] How to use reporting tool
In-Reply-To: <0FC82FC6709BE34CB9118EE0E252FD2311166F@ehost007.intermedia.net>
Message-ID: <LHEMJKEBKJNMFINGKHNHKEHLCCAA.cwfox@fujitsu.com>

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of G. Richard Bellamy
> Sent: Thursday, September 04, 2003 10:51
> To: rt-users at lists.fsck.com
> Subject: RE: [rt-users] How to use reporting tool
>
>
> That's a good question... I've been trying to get this working for
> several weeks. Fortunately for Harald Wagener (the Stats maintainer) it
> works on his system without a fuss. Unfortunately for me (and many
> others, it appears) it doesn't work for me.
>
> My Config:
> Debian - Woody - Testing release
> RT 3.0.4
> Apache 1.3.27
> Perl 5.8.0
> mod_fastcgi 2.2.10
> GD::Graph 1.43
> HTML::Mason 1.22
> libgd 2.0.12
>
> Harald Wagener, in an earlier email, states that he's got libgd 2.0.15,
> but I think he meant gd 2.0.15, which includes libgd 2.0.12. If I'm
> wrong, and he, in fact, does have libgd 2.0.15, I'd like to know where
> to get it, cuz that seems to be the only module/library I don't have
> right.
>

	I stand corrected, I should have said GD 2.0.15 ( I just downloaded and
installed the current version this morning), but oddly, the libgd version in
2.0.0, not 2.0.12 (or am I way off??):

[cwfox at hilo config]$ ls -l /usr/local/lib/libgd*
-rw-r--r--    1 root     root       816492 Sep  4 07:51
/usr/local/lib/libgd.a
-rwxr-xr-x    1 root     root          779 Sep  4 07:51
/usr/local/lib/libgd.la
lrwxrwxrwx    1 root     root           14 Sep  4 07:51
/usr/local/lib/libgd.so -> libgd.so.2.0.0
lrwxrwxrwx    1 root     root           14 Sep  4 07:51
/usr/local/lib/libgd.so.2 -> libgd.so.2.0.0
-rwxr-xr-x    1 root     root       463488 Sep  4 07:51
/usr/local/lib/libgd.so.2.0.0
[cwfox at hilo config]$

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu America, INC.
E-mail:		cwfox at fujitsu.com
Phone:		(808) 934-4102
Pager:		(808) 934-1290
Cell:			(808) 937-5026





From cyrille_mertes at videotron.ca  Thu Sep  4 23:08:22 2003
From: cyrille_mertes at videotron.ca (Cyrille Mertes)
Date: Thu, 04 Sep 2003 23:08:22 -0400
Subject: [rt-users] problem of accents
Message-ID: <006d01c3735b$2f1e29f0$0400a8c0@okcomputer>

Hi,

Using the latest RT version, when I send an email with some accentuated characters in the body, everything is ok in the RT web interface :

Thu Sep 04 22:40:33 2003  cyrille - Ticket created 
      Subject: test accents
From: Cyrille Mertes <xxx>
Date: Thu, 04 Sep 2003 22:40:32 -0400
To: xxx

 
? ? ? ? ?

but when I replied to this email, the result was :

> [cyrille - Thu Sep 04 22:40:33 2003]:
> 
> ?? ?? ?? ?? ? 

How to solve this problem ?

Thanks, 

Cyrille.
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From jesse at bestpractical.com  Fri Sep  5 00:46:48 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 5 Sep 2003 00:46:48 -0400
Subject: [rt-users] FIXED: RT was hanging on attachment content searches
Message-ID: <20030905044648.GL24630@fsck.com>

There was a bug in DBIx::SearchBuilder. 0.92 fixes this issue.
It's been uploaded to CPAN.

	-j


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


From rbellamy at pteradigm.com  Fri Sep  5 03:34:01 2003
From: rbellamy at pteradigm.com (G. Richard Bellamy)
Date: Fri, 5 Sep 2003 00:34:01 -0700
Subject: [rt-users] How to use reporting tool
Message-ID: <0FC82FC6709BE34CB9118EE0E252FD2312123C@ehost007.intermedia.net>

> -----Original Message-----
> From: Camron W. Fox [mailto:cwfox at fujitsu.com] 
> Sent: Thursday, September 04, 2003 2:22 PM
> To: rt-users at lists.fsck.com
> Subject: RE: [rt-users] How to use reporting tool

Nope, you're not out of your mind... Here's mine

-rw-r--r--    1 root     root       684792 Sep  4 13:34 libgd.a
-rwxr-xr-x    1 root     root          744 Sep  4 13:34 libgd.la
lrwxrwxrwx    1 root     root           14 Sep  4 13:34 libgd.so ->
libgd.so.2.0.0
lrwxrwxrwx    1 root     root           14 Aug 21 22:08 libgd.so.1 ->
libgd.so.1.8.4
-rw-r--r--    1 root     root       180592 May 16 08:35 libgd.so.1.8.4
lrwxrwxrwx    1 root     root           15 Sep  4 13:35 libgd.so.2 ->
libgd.so.2.0.12
-rwxr-xr-x    1 root     root       475906 Sep  4 13:34 libgd.so.2.0.0
-rw-r--r--    1 root     root       203856 May 16 09:42 libgd.so.2.0.12

Now where did I get the libgd.so.2.0.12? That was what _used_ to be
sym'd to my libgd.so, but now it's not (and I too just d/l'd the latest
and greatest gd-2.0.15)

I'm almost inclined to wipe my GD::Graph and libgd and libpng and
libjpeg and zlib and start over.

Harald, what do you think?


From cubic at acronis.ru  Fri Sep  5 04:27:47 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Fri, 05 Sep 2003 12:27:47 +0400
Subject: [rt-users] Apache and MySQL problems on Install of 3.0.4
In-Reply-To: <002001c3731a$ddea0030$0c16fad5@OMNIBOOK>
References: <002001c3731a$ddea0030$0c16fad5@OMNIBOOK>
Message-ID: <3F584903.3080904@acronis.ru>

In case of Apache::Request make test offten fails too
I recomend to do all installation steps under not root and only make 
install under root.
because of test suit bug(or feature) that cause fails under root login.
        Best regards. Ruslan.

Ale? Su?nik wrote:

>Leon,
>
>use cpan to "auto" install missing modules:
>
>perl -MCPAN -e 'install Apache::Request' 
>perl -MCPAN -e 'install DBD::mysql' 
>
>DBD::mysql might fail to install, because make test fails.
>
>Go to your $HOME/.cpan/build directory, and then to DBD's subdir and force
>the install via make install (without previous make test).
>
>Hope this helps,
>A.
>
>-----Original Message-----
>From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
>On Behalf Of Leon Sonntag
>Sent: Thursday, September 04, 2003 8:14 PM
>To: rt-users at lists.fsck.com
>Subject: [rt-users] Apache and MySQL problems on Install of 3.0.4
>
>
>I am trying to install RT 3.0.4 on a RH8 system.  I have:
>Perl 5.8.0 (installed from RPM)
>MySQL 4.0.14 (installed from RPM)
>Apache 1.3.28 (installed manually)
>ModPerl 1.28 (installed manually)
>
>MySQL is running and accepting commands
>Apache is running and serving pages
>
>But when I to install RT it fails when testing for dependencies.  The 
>commands used are:
>
>./configure --with-db-rt-pass=mypassword
>perl sbin/rt-test-dependencies --with-mysql --with-modperl1
>
>Found errors here - It complained that Apache::Request and DBD::mysql 
>2.1018 were missing.  I tried running this with the --install option but 
>that was unable to install the two missing items as well.
>  CPAN is setup and running.  The only glitch I can find is that I may have 
>pointed CPAN to an older archive.  Trouble is I can't seem to find where to 
>re-initialize it.
>
>I've looked through the RT archives on fsck.com  but couldn't find any 
>thing that helped.
>
>I believe this is the point  where I say "help"
>
>
>Most anything is easy after you've done it successfully a few times
>
>Leon Sonntag
>Innovative Web Applications
>leon at iwa-solutions dot com 
>
>  
>



From hwagener at hamburg.fcb.com  Fri Sep  5 06:28:16 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Fri, 5 Sep 2003 12:28:16 +0200
Subject: [rt-users] How to use reporting tool
In-Reply-To: <Pine.LNX.4.44.0309040729260.16570-100000@duellist.datafoundation.com>
References: <Pine.LNX.4.44.0309040729260.16570-100000@duellist.datafoundation.com>
Message-ID: <A90B9470-DF8B-11D7-9238-003065DC18B8@hamburg.fcb.com>

On Donnerstag, 4. September 2003, at 13:31 Uhr, John Jasen wrote:

> On Thu, 4 Sep 2003, Harald Wagener wrote:
>
>> This is to be put into the local overlay directory. That is the way it
>> works for me. I will try to keep up with upcoming releases of rt.
>
> Is there any limit on which rt3.0.x versions it works with? Also, I've
> seen mention of the readme for Statistics3, but have not found one. Is 
> it
> missing, or am I daft?
>
>

You are probably using the release jesse put up into the contrib area. 
A newer version is available at  
http://www.tzi.de/~hollow/Statistics3.tgz

Regards,
     Harald



From hwagener at hamburg.fcb.com  Fri Sep  5 06:30:23 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Fri, 5 Sep 2003 12:30:23 +0200
Subject: [rt-users] How to use reporting tool
In-Reply-To: <LHEMJKEBKJNMFINGKHNHIEHJCCAA.cwfox@fujitsu.com>
References: <LHEMJKEBKJNMFINGKHNHIEHJCCAA.cwfox@fujitsu.com>
Message-ID: <F4E0C634-DF8B-11D7-9238-003065DC18B8@hamburg.fcb.com>

On Donnerstag, 4. September 2003, at 21:11 Uhr, Camron W. Fox wrote:

>> -
> 	Does the httpd.conf file have to be modified as it was in RT2 shown 
> below?

No, this is not necessary anymore. Statistics now calls GD::Graph 
directly, thus fastcgi installations can use it, too!

Regards,
     Harald



From hwagener at hamburg.fcb.com  Fri Sep  5 06:42:25 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Fri, 5 Sep 2003 12:42:25 +0200
Subject: [rt-users] How to use reporting tool
In-Reply-To: <0FC82FC6709BE34CB9118EE0E252FD2311166F@ehost007.intermedia.net>
References: <0FC82FC6709BE34CB9118EE0E252FD2311166F@ehost007.intermedia.net>
Message-ID: <A3515B44-DF8D-11D7-9238-003065DC18B8@hamburg.fcb.com>

On Donnerstag, 4. September 2003, at 22:51 Uhr, G. Richard Bellamy 
wrote:

> That's a good question... I've been trying to get this working for
> several weeks. Fortunately for Harald Wagener (the Stats maintainer) it
> works on his system without a fuss. Unfortunately for me (and many
> others, it appears) it doesn't work for me.
>
> My Config:
> Debian - Woody - Testing release

I am on RedHat, but we will be migrating to debian soon. But I remember 
one debian user who already uses this without problems.

> RT 3.0.4
> Apache 1.3.27
> Perl 5.8.0
> mod_fastcgi 2.2.10

I use mod_fastcgi 2.4.0

> GD::Graph 1.43
> HTML::Mason 1.22

I am on Version 1.20

> libgd 2.0.12
>
> Harald Wagener, in an earlier email, states that he's got libgd 2.0.15,
> but I think he meant gd 2.0.15, which includes libgd 2.0.12.


Yes, You are right. I was assuming that GD 2.0.15 implicitly means 
libgd2.0.15. I was wrong on that account. This will be fixed in next 
release's version of the README.

> So, when I got around to it, I was going to start kickin around my
> httpd.conf or HTML::Mason to see if it's getting mangled in there....

I did not change the virtual host configuration to get Statistics3 
going. My setup for apache 1.3.x looks as following, which is fairly 
standard:

<VirtualHost nn.nn.nn.nn>
      DocumentRoot /opt/rt3/share/html
      ServerName rt.hamburg.fcb.com #internal only
      ServerAlias rt
      FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120
      FCGIConfig  -appConnTimeout 300
      AddDefaultCharset UTF-8
      Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
      ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
      AddHandler fastcgi-script fcgi
</VirtualHost>



Regards,
     Harald



From hwagener at hamburg.fcb.com  Fri Sep  5 06:44:00 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Fri, 5 Sep 2003 12:44:00 +0200
Subject: [rt-users] How to use reporting tool
In-Reply-To: <0FC82FC6709BE34CB9118EE0E252FD2312123C@ehost007.intermedia.net>
References: <0FC82FC6709BE34CB9118EE0E252FD2312123C@ehost007.intermedia.net>
Message-ID: <DBD3E0CC-DF8D-11D7-9238-003065DC18B8@hamburg.fcb.com>

On Freitag, 5. September 2003, at 9:34 Uhr, G. Richard Bellamy wrote:

>> -----Original Message-----
>> From: Camron W. Fox [mailto:cwfox at fujitsu.com]
>> Sent: Thursday, September 04, 2003 2:22 PM
>> To: rt-users at lists.fsck.com
>> Subject: RE: [rt-users] How to use reporting tool
>
> Nope, you're not out of your mind... Here's mine
>
> -rw-r--r--    1 root     root       684792 Sep  4 13:34 libgd.a
> -rwxr-xr-x    1 root     root          744 Sep  4 13:34 libgd.la
> lrwxrwxrwx    1 root     root           14 Sep  4 13:34 libgd.so ->
> libgd.so.2.0.0
> lrwxrwxrwx    1 root     root           14 Aug 21 22:08 libgd.so.1 ->
> libgd.so.1.8.4
> -rw-r--r--    1 root     root       180592 May 16 08:35 libgd.so.1.8.4
> lrwxrwxrwx    1 root     root           15 Sep  4 13:35 libgd.so.2 ->
> libgd.so.2.0.12
> -rwxr-xr-x    1 root     root       475906 Sep  4 13:34 libgd.so.2.0.0
> -rw-r--r--    1 root     root       203856 May 16 09:42 libgd.so.2.0.12
>
> Now where did I get the libgd.so.2.0.12? That was what _used_ to be
> sym'd to my libgd.so, but now it's not (and I too just d/l'd the latest
> and greatest gd-2.0.15)
>
> I'm almost inclined to wipe my GD::Graph and libgd and libpng and
> libjpeg and zlib and start over.
>
> Harald, what do you think?
>

I would start by moving Your libgd.so.2.0.12 out of the way and see if 
things work after that. Other than that, I have no clue what is going 
wrong.

Regards,
     Harald



From awahlfeldt at subshell.com  Fri Sep  5 06:48:40 2003
From: awahlfeldt at subshell.com (Andreas Wahlfeldt)
Date: Fri, 5 Sep 2003 12:48:40 +0200
Subject: [rt-users] RE: Apache and MySQL problems on Install of 3.0.4
Message-ID: <003901c3739b$45095330$0f00000a@bernoulli>

hi leon,
hi list,

while installing
rt-3-0-5rc1

with
mysql-standard-4.0.14
modperl 1.27

on a
suse8.1 box

i also ran into the problem that Apache::Request and DBD::mysql refused to
be installed via CPAN.

i could solve it this way:
i downloaded libapreq-1.2.tar.gz (containing Apache::Request ) and
DBD-mysql-2.1028.tar.gz form CPAN.org manually.

i installed (after unpacking ;-) DBD::mysql with the '--libs' option as CPAN
suggested:
perl Makefile.PL --libs -L/usr/lib/mysql -lmysqlclient -lz -lcrypt -lnsl -lm

then i installed (as root)  libapreq.

-> viola 'rt-test-dependencies' stopped complaining.

hope this also works for you (and others).

cu
andreas

__________________________

Andreas Wahlfeldt
subshell GmbH
Weidenallee 1
20357 Hamburg

t +49.40. 431 362-25
f +49.40. 431 362-29
e awahlfeldt at subshell.com
__________________________



From jjasen at datafoundation.com  Fri Sep  5 08:56:31 2003
From: jjasen at datafoundation.com (John Jasen)
Date: Fri, 5 Sep 2003 08:56:31 -0400 (EDT)
Subject: [rt-users] How to use reporting tool
In-Reply-To: <A90B9470-DF8B-11D7-9238-003065DC18B8@hamburg.fcb.com>
Message-ID: <Pine.LNX.4.44.0309050855230.4742-100000@duellist.datafoundation.com>

On Fri, 5 Sep 2003, Harald Wagener wrote:

> On Donnerstag, 4. September 2003, at 13:31 Uhr, John Jasen wrote:
> > Is there any limit on which rt3.0.x versions it works with? Also, I've
> > seen mention of the readme for Statistics3, but have not found one. Is 
> > it
> > missing, or am I daft?
> 
> You are probably using the release jesse put up into the contrib area. 
> A newer version is available at  
> http://www.tzi.de/~hollow/Statistics3.tgz

That and I had an error between eyes and brain. I was looking for the 
readme in /Statistics.

I have it up now. Thanks for your help.



From JDiaz at esabel.net  Fri Sep  5 09:05:04 2003
From: JDiaz at esabel.net (Jaime Diaz)
Date: Fri, 5 Sep 2003 10:05:04 -0300 
Subject: [rt-users] problem of accents
Message-ID: <3A54947595874945B59D87BAF4FC0BAA2A48B5@svrmail001.esabel.com>

I'm having the same problem, but in my mails appear some chinese characters
too. 
 
I'm not sure if the problem it's in RT or in the MTA we use. I'm using
Postfix.

-----Original Message-----
From: Cyrille Mertes [mailto:cyrille_mertes at videotron.ca]
Sent: Viernes, 05 de Septiembre de 2003 12:08 a.m.
To: rt-users at lists.fsck.com
Subject: [rt-users] problem of accents


Hi,
 
Using the latest RT version, when I send an email with some accentuated
characters in the body, everything is ok in the RT web interface :
 
Thu Sep 04 22:40:33 2003  cyrille - Ticket created 
      Subject: test accents
From: Cyrille Mertes <xxx>
Date: Thu, 04 Sep 2003 22:40:32 -0400
To: xxx <mailto:admin at hostinpowers.com> 


 
? ? ? ? ?
 
but when I replied to this email, the result was :
 
> [cyrille - Thu Sep 04 22:40:33 2003]:
> 
> ?? ?? ?? ?? ? 
 
How to solve this problem ?
 
Thanks, 
 
Cyrille.

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From JDiaz at esabel.net  Fri Sep  5 10:03:00 2003
From: JDiaz at esabel.net (Jaime Diaz)
Date: Fri, 5 Sep 2003 11:03:00 -0300 
Subject: [rt-users] problem of accents
Message-ID: <3A54947595874945B59D87BAF4FC0BAA2A48BA@svrmail001.esabel.com>

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: Cyrille Mertes [mailto:cyrille_mertes at videotron.ca]
Sent: Viernes, 05 de Septiembre de 2003 12:08 a.m.
To: rt-users at lists.fsck.com
Subject: [rt-users] problem of accents


Hi,
 
Using the latest RT version, when I send an email with some accentuated
characters in the body, everything is ok in the RT web interface :
 
Thu Sep 04 22:40:33 2003  cyrille - Ticket created 
      Subject: test accents
From: Cyrille Mertes <xxx>
Date: Thu, 04 Sep 2003 22:40:32 -0400
To: xxx <mailto:admin at hostinpowers.com> 


 
? ? ? ? ?
 
but when I replied to this email, the result was :
 
> [cyrille - Thu Sep 04 22:40:33 2003]:
> 
> ?? ?? ?? ?? ? 
 
How to solve this problem ?
 
Thanks, 
 
Cyrille.

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From Colin.Brett at proquest.co.uk  Fri Sep  5 10:12:29 2003
From: Colin.Brett at proquest.co.uk (Brett, Colin)
Date: Fri, 5 Sep 2003 15:12:29 +0100 
Subject: [rt-users] Calendar functionality?
Message-ID: <CEEE169F5089F343B3BB2167BE8628C93DABC9@exchange.private.chadwyck.co.uk>

Hi,

RT has been up and running on our site for a couple of months now and - as
with everything successful - people are trying to find out ways of making it
more successful. One suggestion has been to add a "calendar function"
whereby equipment bookings requested via RT can be added to the calendar and
acted upon by the due date.

I know this isn't standard RT functionality and I also know it's not Best
Practical's job to provide such. However, if anyone out there knows of a
suitable Perl module that could be installed along side RT (and can point me
in the right direction) that would be great. 

Thanks in advance!
---
Colin Brett, UNIX/Oracle Administrator.
ProQuest Information & Learning
Tel: +44 (0)1223 271371 .
Email: colin.brett at proquest.co.uk
"I didn't create this situation, I'm just dealin' with it."
-- Mr. Pink



From okrouhly at civ.zcu.cz  Fri Sep  5 10:55:47 2003
From: okrouhly at civ.zcu.cz (Jan Okrouhly)
Date: Fri, 5 Sep 2003 16:55:47 +0200 (CEST)
Subject: [rt-users] Calendar functionality?
In-Reply-To: <CEEE169F5089F343B3BB2167BE8628C93DABC9@exchange.private.chadwyck.co.uk>
Message-ID: <Pine.LNX.4.33.0309051647510.23302-100000@tenes.zcu.cz>

On Fri, 5 Sep 2003, Brett, Colin wrote:

> Hi,

Hi,

I've been asked similar question just today. Generaly there is an demand
for some kind of a "reminder" functionality. It should be able to
allow user(or reminder operator) to pick up some Date/Time(optionaly
frequency [weekday/dayly/monthly etc.]), destination (i.e. a RT queue or
whatever kind of data mined from RT database) and enter (or pick existing)
message text(Template).

Please let me know too, if you find any open solution for that common demand.

> RT has been up and running on our site for a couple of months now and - as
> with everything successful - people are trying to find out ways of making it
> more successful. One suggestion has been to add a "calendar function"
> whereby equipment bookings requested via RT can be added to the calendar and
> acted upon by the due date.
>
> I know this isn't standard RT functionality and I also know it's not Best
> Practical's job to provide such. However, if anyone out there knows of a
> suitable Perl module that could be installed along side RT (and can point me
> in the right direction) that would be great.
>
> Thanks in advance!
> ---
> Colin Brett, UNIX/Oracle Administrator.
> ProQuest Information & Learning
> Tel: +44 (0)1223 271371 .
> Email: colin.brett at proquest.co.uk
> "I didn't create this situation, I'm just dealin' with it."
> -- Mr. Pink
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>


Jan Okrouhly
---------------------------------------\-\-\+\-\-\---okrouhly at civ.zcu.cz---
Laboratory for Computer Science             |    phone: +420 377 632 837
University of West Bohemia                  | location: Univerzitni 22
Americka 42, 306 14 Pilsen, Czech Republic  |     room: UI402
------------------------------------------73!-de-OK1INC at OK0PPL.#BOH.CZE.EU-



From Samuel.Senoner at eurac.edu  Fri Sep  5 13:53:34 2003
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Fri, 5 Sep 2003 19:53:34 +0200
Subject: [rt-users] User creation with encoding errors
Message-ID: <8ABC35686C73554691F3481C4023BE5E93313C@abz01be.eurac.edu>

I have two similar (almost identical) systems.
 
both Debian
both rt 3.0.4
both postgres 7.3.3
both searchbuilder 0.86
 
I have on both my LDAP User Lookup
This works on user creationn. If I have a User with an ? oder ? somewhere, on one server I get following error:
 
 
[Fri Sep  5 17:04:21 2003] [warning]: DBD::Pg::st execute failed: ERROR:  Invali
d UNICODE character sequence found (0xe4e000) at /usr/share/perl5/DBIx/SearchBui
lder/Handle.pm line 410.
 (/usr/share/perl5/RT.pm:235)
[Fri Sep  5 17:04:21 2003] [warning]: RT::Handle=HASH(0x948cdc0) couldn't execut
e the query 'INSERT INTO Users (City, RealName, EmailAddress, Creator, Gecos, Pa
ssword, Country, LastUpdatedBy, Zip, WorkPhone, Created, id, Organization, Name,
 LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/shar
e/perl5/DBIx/SearchBuilder/Handle.pm line 417.
 (/usr/share/perl5/RT.pm:235)
[Fri Sep  5 17:04:21 2003] [error]: Could not create a new user -  (/usr/share/p
erl5/RT/User_Overlay.pm:277)
[Fri Sep  5 17:04:21 2003] [warning]: DBD::Pg::st execute failed: ERROR:  curren
t transaction is aborted, queries ignored until end of transaction block at /usr
/share/perl5/DBIx/SearchBuilder/Handle.pm line 410.

Where can I find the difference in the encoding?
Or whould it be the best solution to convert my input by LDAP somewhere?
But I just import my data with LDAP and pass UserInfo to User Create.
But the strange thing is that the two servers are almost identic.
 
Do someone has an idea?
 
Jesse, I saw that somewhere a user wrote it also to the mailing list, you said to him to write directly to you.
 
I wanted to start using RT on Monday, but I suddently fount that everywhere in my Active Directory there are this strange characters, so I have this big problem.
 
Thank you
 
Samuel Senoner
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From sean.perry at intransa.com  Fri Sep  5 14:53:28 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Fri, 05 Sep 2003 11:53:28 -0700
Subject: [rt-users] filtering user creation on emails
Message-ID: <3F58DBA8.1070300@intransa.com>

Is there a good place to drop a filter that prevents new user additions 
if they do not match some regex?  In particular we have the auto-cc 
feature enabled, which is quite nice.  But every now and then someone 
accidently leaves in a cc to some address we dont want in the system 
(mailing list, outside addy, etc).  Since I can not delete bad accounts 
I have to look at the User list periodically and lock them.




From RT at InterCept.Net  Fri Sep  5 16:03:35 2003
From: RT at InterCept.Net (RT)
Date: Fri, 5 Sep 2003 16:03:35 -0400
Subject: [rt-users] Approval Ticket Notification
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB259570@icptex02.corp.icpt.net>

Has anyone created a script to notify the requestors of the original
ticket when their ticket in the approval queue has been approved or
denied? 
 
Thanks,
Michael Brown
InterCept
Systems Administrator
770.248.9600 x4856
 
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From autrijus at autrijus.org  Fri Sep  5 16:22:28 2003
From: autrijus at autrijus.org (Autrijus Tang)
Date: Sat, 06 Sep 2003 04:22:28 +0800
Subject: [rt-users] Approval Ticket Notification
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB259570@icptex02.corp.icpt.net>
References: <A8ED8823644C614280ACAC1A4D3E93FB259570@icptex02.corp.icpt.net>
Message-ID: <1062793347.49322.0.camel@localhost>

? ??, 2003-09-06 04:03, RT ???
> Has anyone created a script to notify the requestors of the original
> ticket when their ticket in the approval queue has been approved or
> denied? 

It is in the default initialdata.

/Autrijus/
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From RT at InterCept.Net  Fri Sep  5 16:51:56 2003
From: RT at InterCept.Net (RT)
Date: Fri, 5 Sep 2003 16:51:56 -0400
Subject: [rt-users] Approval Ticket Notification
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB259571@icptex02.corp.icpt.net>

Weird, mine doesn't notify me, it only notifies me when I created the ticket in the queue and notifies the watchers of the approval queue to approve/deny new tickets.

For the initial queue I have for a script
Oncreate , createticket from template approval

Then approval template has the following:

===Create-Ticket: codereview
Subject: Change Control Approval {$Tickets{'TOP'}->Subject}
Queue: Approvals
Type: Approval
Depended-On-By: TOP
Content: Someone has created a ticket that requires your approval. Please review the approval here:
http://rt.intercept.net/Approvals/index.html
ENDOFCONTENT

Should I have something else in here to notify the requestor when the approval ticket status has changed?

Michael

-----Original Message-----
From: Autrijus Tang [mailto:autrijus at autrijus.org] 
Sent: Friday, September 05, 2003 4:22 PM
To: RT
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Approval Ticket Notification

? ??, 2003-09-06 04:03, RT ???
> Has anyone created a script to notify the requestors of the original
> ticket when their ticket in the approval queue has been approved or
> denied? 

It is in the default initialdata.

/Autrijus/


From daryl at introspect.net  Fri Sep  5 17:12:14 2003
From: daryl at introspect.net (Daryl G. Jurbala)
Date: Fri, 5 Sep 2003 17:12:14 -0400
Subject: [rt-users] Pager notification scrip?
Message-ID: <902713D75A418B4B8422C9F861D7E27106789B@exchange01.ad.introspect.net>

I'm looking for some code to email a very stripped down template I've
created (queue, ticket number, and subject) to an email address or
addresses of pagers "OnCreate".  I'm sure it's trivial, but I can't seem
to find the right commands to use in the "Custom action" sections.  Can
someone give me a pointer or some help on this?

Thanks,
Daryl


From leon at iwa-solutions.com  Fri Sep  5 19:39:57 2003
From: leon at iwa-solutions.com (Leon Sonntag)
Date: Fri, 05 Sep 2003 17:39:57 -0600
Subject: [rt-users] RE: Apache and MySQL problems on Install of 3.0.4
In-Reply-To: <003901c3739b$45095330$0f00000a@bernoulli>
Message-ID: <5.2.1.1.0.20030905173333.00acc9a0@iwapps3.iwapps.com>

At 12:48 PM 9/5/2003 +0200, Andreas Wahlfeldt wrote:
>hi leon,
>hi list,
>
>while installing
>rt-3-0-5rc1
>
>with
>mysql-standard-4.0.14
>modperl 1.27
>
>on a
>suse8.1 box
>
>i also ran into the problem that Apache::Request and DBD::mysql refused to
>be installed via CPAN.
>
>i could solve it this way:
>i downloaded libapreq-1.2.tar.gz (containing Apache::Request ) and
>DBD-mysql-2.1028.tar.gz form CPAN.org manually.
>
>i installed (after unpacking ;-) DBD::mysql with the '--libs' option as CPAN
>suggested:
>perl Makefile.PL --libs -L/usr/lib/mysql -lmysqlclient -lz -lcrypt -lnsl -lm
>
>then i installed (as root)  libapreq.
>
>-> viola 'rt-test-dependencies' stopped complaining.
>
>hope this also works for you (and others).

Well that got me half way there...I think.
I reinstalled mysql from source because I kept getting "Can't find 
mysql+conf".  Then I followed you instructions.  Now the only thing the 
rt-test-dependencies is Apache::Request.  And Yes, I did go ahead and 
install libapreg-1.38.  I have this feeling that I need to go back and 
recompile Apache differently some how but doing it 'generically' didn't do 
the trick either.

Ooohhh welll.......next........


>cu
>andreas
>
>__________________________
>
>Andreas Wahlfeldt
>subshell GmbH
>Weidenallee 1
>20357 Hamburg
>
>t +49.40. 431 362-25
>f +49.40. 431 362-29
>e awahlfeldt at subshell.com
>__________________________

Most anything is easy after you've done it successfully a few times

Leon Sonntag
Innovative Web Applications
leon at iwa-solutions dot com 



From RT at InterCept.Net  Fri Sep  5 19:55:36 2003
From: RT at InterCept.Net (RT)
Date: Fri, 5 Sep 2003 19:55:36 -0400
Subject: [rt-users] Pager notification scrip?
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B6EC@icptex02.corp.icpt.net>

Well you could just create a distribution lists on an smtp server,
exchange, lotus notes or something and make that e-mail address of that
distribution list the admin or cc watchers of that queue, and then
create a scrip to notify requestors, cc and admin on create using
template like autoreply or a custom one.

Michael

-----Original Message-----
From: Daryl G. Jurbala [mailto:daryl at introspect.net] 
Posted At: Friday, September 05, 2003 5:12 PM
Posted To: RT
Conversation: Pager notification scrip?
Subject: [rt-users] Pager notification scrip?

I'm looking for some code to email a very stripped down template I've
created (queue, ticket number, and subject) to an email address or
addresses of pagers "OnCreate".  I'm sure it's trivial, but I can't seem
to find the right commands to use in the "Custom action" sections.  Can
someone give me a pointer or some help on this?

Thanks,
Daryl
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 InterCept.Net  Fri Sep  5 19:58:15 2003
From: RT at InterCept.Net (RT)
Date: Fri, 5 Sep 2003 19:58:15 -0400
Subject: [rt-users] RE: Apache and MySQL problems on Install of 3.0.4
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B6ED@icptex02.corp.icpt.net>

What is the error when you try compile Apache::Request via source tar
ball or via cpan?

Michael

-----Original Message-----
From: Leon Sonntag [mailto:leon at iwa-solutions.com] 
Posted At: Friday, September 05, 2003 7:40 PM
Posted To: RT
Conversation: [rt-users] RE: Apache and MySQL problems on Install of
3.0.4
Subject: [rt-users] RE: Apache and MySQL problems on Install of 3.0.4

At 12:48 PM 9/5/2003 +0200, Andreas Wahlfeldt wrote:
>hi leon,
>hi list,
>
>while installing
>rt-3-0-5rc1
>
>with
>mysql-standard-4.0.14
>modperl 1.27
>
>on a
>suse8.1 box
>
>i also ran into the problem that Apache::Request and DBD::mysql refused
to
>be installed via CPAN.
>
>i could solve it this way:
>i downloaded libapreq-1.2.tar.gz (containing Apache::Request ) and
>DBD-mysql-2.1028.tar.gz form CPAN.org manually.
>
>i installed (after unpacking ;-) DBD::mysql with the '--libs' option as
CPAN
>suggested:
>perl Makefile.PL --libs -L/usr/lib/mysql -lmysqlclient -lz -lcrypt
-lnsl -lm
>
>then i installed (as root)  libapreq.
>
>-> viola 'rt-test-dependencies' stopped complaining.
>
>hope this also works for you (and others).

Well that got me half way there...I think.
I reinstalled mysql from source because I kept getting "Can't find 
mysql+conf".  Then I followed you instructions.  Now the only thing the 
rt-test-dependencies is Apache::Request.  And Yes, I did go ahead and 
install libapreg-1.38.  I have this feeling that I need to go back and 
recompile Apache differently some how but doing it 'generically' didn't
do 
the trick either.

Ooohhh welll.......next........


>cu
>andreas
>
>__________________________
>
>Andreas Wahlfeldt
>subshell GmbH
>Weidenallee 1
>20357 Hamburg
>
>t +49.40. 431 362-25
>f +49.40. 431 362-29
>e awahlfeldt at subshell.com
>__________________________

Most anything is easy after you've done it successfully a few times

Leon Sonntag
Innovative Web Applications
leon at iwa-solutions dot com 

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

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


From ahorn at deorth.org  Fri Sep  5 20:38:19 2003
From: ahorn at deorth.org (Alan Horn)
Date: Fri, 5 Sep 2003 17:38:19 -0700 (PDT)
Subject: [rt-users] Notify CC Only Scrip ?
Message-ID: <Pine.NEB.4.44.0309051737530.10407-100000@slick.sigje.org>


Runniung RT-2.0.14

I need to setup a queue to notify a pager when tickets get submitted.

I also want to use smaller text templates (since delivery to pagers is
billed by the character)

So, rather than include the whole text etc.. I just have something like :

Subject: Ticket # XYZ opened

for the OnCreate condition, and

Subject: Ticket # XYZ updated

For the OnCorrespond condition

To do this I've setup the pager as a Cc: for that queue, and I've added a
couple of scrips for that queue :

OnCorrespond NotifyRequestors with template Correspondence
OnCorrespond NotifyAllWatchers with template pagercorrespond
OnCreate NotifyAllWatchers with template pagersubmit

And I deleted from the global scrips the
OnCorrespond NotifyRequestorsAndCcs with template Correspondence

The thing is, I'm confused as to whether Requestors are a subset of
Watchers. The documentation suggests so, and since in my case I don't
_want_ to send to requestors when sending to Ccs, I need to have an
additional scrip action, something like :

NotifyCcsOnly

There doesn't seem to be anything like this by default.

How would I go about creating a new scrip action like this ? Has anyone
done anything similar ?

Cheers,

Al





From RT at InterCept.Net  Fri Sep  5 21:22:36 2003
From: RT at InterCept.Net (RT)
Date: Fri, 5 Sep 2003 21:22:36 -0400
Subject: [rt-users] Notify CC Only Scrip ?
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B6EF@icptex02.corp.icpt.net>

Alan,
	I'm not sure about RT2, but in rt3, when you open up the ticket
and look at the watchers, the requestors and the queue watchers are
listed in the people area and the reply area. So you script would have
to just respond as you said to cc's only

Michael

-----Original Message-----
From: Alan Horn [mailto:ahorn at deorth.org] 
Posted At: Friday, September 05, 2003 8:38 PM
Posted To: RT
Conversation: [rt-users] Notify CC Only Scrip ?
Subject: [rt-users] Notify CC Only Scrip ?



Runniung RT-2.0.14

I need to setup a queue to notify a pager when tickets get submitted.

I also want to use smaller text templates (since delivery to pagers is
billed by the character)

So, rather than include the whole text etc.. I just have something like
:

Subject: Ticket # XYZ opened

for the OnCreate condition, and

Subject: Ticket # XYZ updated

For the OnCorrespond condition

To do this I've setup the pager as a Cc: for that queue, and I've added
a
couple of scrips for that queue :

OnCorrespond NotifyRequestors with template Correspondence
OnCorrespond NotifyAllWatchers with template pagercorrespond
OnCreate NotifyAllWatchers with template pagersubmit

And I deleted from the global scrips the
OnCorrespond NotifyRequestorsAndCcs with template Correspondence

The thing is, I'm confused as to whether Requestors are a subset of
Watchers. The documentation suggests so, and since in my case I don't
_want_ to send to requestors when sending to Ccs, I need to have an
additional scrip action, something like :

NotifyCcsOnly

There doesn't seem to be anything like this by default.

How would I go about creating a new scrip action like this ? Has anyone
done anything similar ?

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 RT at InterCept.Net  Fri Sep  5 21:43:28 2003
From: RT at InterCept.Net (RT)
Date: Fri, 5 Sep 2003 21:43:28 -0400
Subject: [rt-users] Notify CC Only Scrip ?
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB259572@icptex02.corp.icpt.net>

Create your queue as you normally would, select templates and create one
called OnCreateSmall
In the content section add Subject: AutoReply: {$Ticket->Subject}
Then submit that
Next go to scrips and create one called OnCreateSmallNotify
Condition = OnCreate
Action = NotifyAdminCCOnly
Template= OnCreateSmall

Then go to watchers for that queue and add that pager e-mail addres to
admincc's

Then you can create scrips to notify other users as needed

That should do what you need

Michael

-----Original Message-----
From: Alan Horn [mailto:ahorn at deorth.org] 
Posted At: Friday, September 05, 2003 9:26 PM
Posted To: RT
Conversation: [rt-users] Notify CC Only Scrip ?
Subject: RE: [rt-users] Notify CC Only Scrip ?


I thought that might be the case..

So how does one go about writing such an addition ?

I'm going to the training in Novemer, but until then I'm sort of on my
own
on this :)

On Fri, 5 Sep 2003, RT wrote:

>Date: Fri, 5 Sep 2003 21:22:36 -0400
>From: RT <RT at InterCept.Net>
>To: Alan Horn <ahorn at deorth.org>
>Cc: rt-users at lists.fsck.com
>Subject: RE: [rt-users] Notify CC Only Scrip ?
>
>Alan,
>	I'm not sure about RT2, but in rt3, when you open up the ticket
>and look at the watchers, the requestors and the queue watchers are
>listed in the people area and the reply area. So you script would have
>to just respond as you said to cc's only
>
>Michael
>
>-----Original Message-----
>From: Alan Horn [mailto:ahorn at deorth.org]
>Posted At: Friday, September 05, 2003 8:38 PM
>Posted To: RT
>Conversation: [rt-users] Notify CC Only Scrip ?
>Subject: [rt-users] Notify CC Only Scrip ?
>
>
>
>Runniung RT-2.0.14
>
>I need to setup a queue to notify a pager when tickets get submitted.
>
>I also want to use smaller text templates (since delivery to pagers is
>billed by the character)
>
>So, rather than include the whole text etc.. I just have something like
>:
>
>Subject: Ticket # XYZ opened
>
>for the OnCreate condition, and
>
>Subject: Ticket # XYZ updated
>
>For the OnCorrespond condition
>
>To do this I've setup the pager as a Cc: for that queue, and I've added
>a
>couple of scrips for that queue :
>
>OnCorrespond NotifyRequestors with template Correspondence
>OnCorrespond NotifyAllWatchers with template pagercorrespond
>OnCreate NotifyAllWatchers with template pagersubmit
>
>And I deleted from the global scrips the
>OnCorrespond NotifyRequestorsAndCcs with template Correspondence
>
>The thing is, I'm confused as to whether Requestors are a subset of
>Watchers. The documentation suggests so, and since in my case I don't
>_want_ to send to requestors when sending to Ccs, I need to have an
>additional scrip action, something like :
>
>NotifyCcsOnly
>
>There doesn't seem to be anything like this by default.
>
>How would I go about creating a new scrip action like this ? Has anyone
>done anything similar ?
>
>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
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.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 InterCept.Net  Fri Sep  5 22:00:50 2003
From: RT at InterCept.Net (RT)
Date: Fri, 5 Sep 2003 22:00:50 -0400
Subject: [rt-users] Notify CC Only Scrip ?
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B6F1@icptex02.corp.icpt.net>

They can be just cc's as long the scrip condition has the option
notifycc only.

Michael

-----Original Message-----
From: Alan Horn [mailto:ahorn at deorth.org] 
Posted At: Friday, September 05, 2003 9:45 PM
Posted To: RT
Conversation: [rt-users] Notify CC Only Scrip ?
Subject: RE: [rt-users] Notify CC Only Scrip ?


I don't want these users to be adminccs though do I ? They are only
external pager addresses with no access to edit tickets...


On Fri, 5 Sep 2003, RT wrote:

>Date: Fri, 5 Sep 2003 21:43:28 -0400
>From: RT <RT at InterCept.Net>
>To: Alan Horn <ahorn at deorth.org>
>Cc: rt-users at lists.fsck.com
>Subject: RE: [rt-users] Notify CC Only Scrip ?
>
>Create your queue as you normally would, select templates and create
one
>called OnCreateSmall
>In the content section add Subject: AutoReply: {$Ticket->Subject}
>Then submit that
>Next go to scrips and create one called OnCreateSmallNotify
>Condition = OnCreate
>Action = NotifyAdminCCOnly
>Template= OnCreateSmall
>
>Then go to watchers for that queue and add that pager e-mail addres to
>admincc's
>
>Then you can create scrips to notify other users as needed
>
>That should do what you need
>
>Michael
>
>-----Original Message-----
>From: Alan Horn [mailto:ahorn at deorth.org]
>Posted At: Friday, September 05, 2003 9:26 PM
>Posted To: RT
>Conversation: [rt-users] Notify CC Only Scrip ?
>Subject: RE: [rt-users] Notify CC Only Scrip ?
>
>
>I thought that might be the case..
>
>So how does one go about writing such an addition ?
>
>I'm going to the training in Novemer, but until then I'm sort of on my
>own
>on this :)
>
>On Fri, 5 Sep 2003, RT wrote:
>
>>Date: Fri, 5 Sep 2003 21:22:36 -0400
>>From: RT <RT at InterCept.Net>
>>To: Alan Horn <ahorn at deorth.org>
>>Cc: rt-users at lists.fsck.com
>>Subject: RE: [rt-users] Notify CC Only Scrip ?
>>
>>Alan,
>>	I'm not sure about RT2, but in rt3, when you open up the ticket
>>and look at the watchers, the requestors and the queue watchers are
>>listed in the people area and the reply area. So you script would have
>>to just respond as you said to cc's only
>>
>>Michael
>>
>>-----Original Message-----
>>From: Alan Horn [mailto:ahorn at deorth.org]
>>Posted At: Friday, September 05, 2003 8:38 PM
>>Posted To: RT
>>Conversation: [rt-users] Notify CC Only Scrip ?
>>Subject: [rt-users] Notify CC Only Scrip ?
>>
>>
>>
>>Runniung RT-2.0.14
>>
>>I need to setup a queue to notify a pager when tickets get submitted.
>>
>>I also want to use smaller text templates (since delivery to pagers is
>>billed by the character)
>>
>>So, rather than include the whole text etc.. I just have something
like
>>:
>>
>>Subject: Ticket # XYZ opened
>>
>>for the OnCreate condition, and
>>
>>Subject: Ticket # XYZ updated
>>
>>For the OnCorrespond condition
>>
>>To do this I've setup the pager as a Cc: for that queue, and I've
added
>>a
>>couple of scrips for that queue :
>>
>>OnCorrespond NotifyRequestors with template Correspondence
>>OnCorrespond NotifyAllWatchers with template pagercorrespond
>>OnCreate NotifyAllWatchers with template pagersubmit
>>
>>And I deleted from the global scrips the
>>OnCorrespond NotifyRequestorsAndCcs with template Correspondence
>>
>>The thing is, I'm confused as to whether Requestors are a subset of
>>Watchers. The documentation suggests so, and since in my case I don't
>>_want_ to send to requestors when sending to Ccs, I need to have an
>>additional scrip action, something like :
>>
>>NotifyCcsOnly
>>
>>There doesn't seem to be anything like this by default.
>>
>>How would I go about creating a new scrip action like this ? Has
anyone
>>done anything similar ?
>>
>>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
>>_______________________________________________
>>rt-users mailing list
>>rt-users at lists.fsck.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  Sat Sep  6 01:15:50 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 6 Sep 2003 01:15:50 -0400
Subject: [rt-users] RedHat 9 users: Storable 2.08 released
Message-ID: <20030906051550.GA24630@fsck.com>

Changelog at:

  http://search.cpan.org/src/AMS/Storable-2.08/ChangeLog



This _should_ fix the issue folks have been seeing. I'd love to hear
back.  Thanks for fixing Storable, Abhijit!


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


From meeroh at mit.edu  Sat Sep  6 01:43:24 2003
From: meeroh at mit.edu (Miro Jurisic)
Date: Sat, 6 Sep 2003 01:43:24 -0400
Subject: [rt-users] Resolve approvals
Message-ID: <p0600201abb7f24751164@[18.101.0.199]>

I'd like to require approval before a ticket can be resolved. 
Ideally, the way this would work is that X tries to resolve a ticket, 
Y gets notified, Y approves, ticket is resolved without further input 
from X. However, it is not obvious to me how to do this, since when I 
add a CreateTicket action with an on Resolve trigger, the Resolve is 
completed in addition to the approval ticket being generated. What 
can I do?

meeroh
-- 

<http://web.meeroh.org/> | KB1FMP

A: Because it reverses the logical flow of conversation.
Q: Why is top posting frowned upon?


From autrijus at autrijus.org  Sat Sep  6 02:03:54 2003
From: autrijus at autrijus.org (Autrijus Tang)
Date: Sat, 06 Sep 2003 14:03:54 +0800
Subject: [rt-users] Resolve approvals
In-Reply-To: <p0600201abb7f24751164@[18.101.0.199]>
References: <p0600201abb7f24751164@[18.101.0.199]>
Message-ID: <1062828233.49322.13.camel@localhost>

? ??, 2003-09-06 13:43, Miro Jurisic ???
> I'd like to require approval before a ticket can be resolved. 
> Ideally, the way this would work is that X tries to resolve a ticket, 
> Y gets notified, Y approves, ticket is resolved without further input 
> from X. However, it is not obvious to me how to do this, since when I 
> add a CreateTicket action with an on Resolve trigger, the Resolve is 
> completed in addition to the approval ticket being generated. What 
> can I do?

You want to use the 'code' ticket feature to auto-resolve it.

First, set $RT::UseCodeTickets to a true value.

Next, set up an approval stage thus:

	Type: code
	Content:
        $TOP->SetStatus(
            Status      => 'resolved',
            Force       => 1,
        );
        return 1;
	ENDOFCONTENT

And it should magically work.

...alternatively, you can try the Workflow Editor in my rt-elixus branch
(http://p4.elixus.org/snap/p4.tar.gz), located in the "Workflow" panel
under /Edit/Queues/. :-)

Thanks,
/Autrijus/
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From cubic at acronis.ru  Sat Sep  6 05:29:49 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Sat, 06 Sep 2003 13:29:49 +0400
Subject: [rt-users] Useful contributions
Message-ID: <3F59A90D.60400@acronis.ru>

        Hello. All.
    I want to introduce several scrips, actions, scripts that could be 
useful.

1) Template part that add Attachment links list to email.
{ my $res;
  my $Attachments = $Transaction->Attachments;
  while (my $a = $Attachments->Next) {
    next unless ($a->Filename);
    $res .= "Attachments:\n" unless ($res);
    $res .= "  ". $RT::WebURL ."/Ticket/Attachment/". $Transaction->Id() 
."/". $a->id ."/". $a->Filename;
  }
  $res;
}

2) Scrip that on ticket resolving open all tickets which depends on 
resolved.
_____________________________________________________________
Description: open tickets which depends on resolved
Condition: On Resolve
Custom Condition:
Action: User defined
Custom action preparation code: return 1;
Custom action cleanup code:
    my $DepOnBy = $self->TicketObj->DependedOnBy;
    while (my $l = $DepOnBy->Next) {
      if ($l->BaseIsLocal and $l->BaseObj->Status ne 'open') {
        $l->BaseObj->SetStatus('open');
      }
    }
    $DepOnBy = undef;
    return 1;
Template: Global template: Blank
_____________________________________________________________
3) Scrip that on ticket resolving open all tickets which has resolved 
ticket as member only if all their members are resolved.
_____________________________________________________________
Description: open tickets which has link on resolved ticket as member if 
all members resoved
Condition: On Resolve
Custom Condition:
Action: User defined
Custom action preparation code: return 1;
Custom action cleanup code:
    my $MemberOf = $self->TicketObj->MemberOf;
    while (my $l = $MemberOf->Next) {
      if ($l->TargetURI->IsLocal and
               $l->TargetObj->Status ne 'open') {
        my $ms = $l->TargetObj->Members();
        while (my $m = $ms->Next()) {return 1 if $m->Status =~ 
/^(?:new|open|stalled)$/;}
        $l->TargetObj->SetStatus('open');
      }
    }
    return 1;
Template: Global template: Blank
_____________________________________________________________
4) Last, attached perl script that marks Tickets from command line 
defined requestor as deleted.
WARNING: Don't use this script unless you are really know what you are 
doing. I'm not responsible for any damage that could be done by this script.

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From Rasmus.Brogger at uni-c.dk  Sat Sep  6 07:29:52 2003
From: Rasmus.Brogger at uni-c.dk (Rasmus =?iso-8859-1?Q?Br=F8gger?=)
Date: Sat, 6 Sep 2003 13:29:52 +0200
Subject: [rt-users] filtering user creation on emails
In-Reply-To: <3F58DBA8.1070300@intransa.com>
References: <3F58DBA8.1070300@intransa.com>
Message-ID: <20030906112952.GA28647@balder.sektornet.dk>

On Fri, Sep 05, 2003 at 11:53:28AM -0700, Sean Perry wrote:
> Is there a good place to drop a filter that prevents new user additions 
> if they do not match some regex?  In particular we have the auto-cc 
> feature enabled, which is quite nice.  But every now and then someone 
> accidently leaves in a cc to some address we dont want in the system 
> (mailing list, outside addy, etc).  Since I can not delete bad accounts 
> I have to look at the User list periodically and lock them.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 use procmail to scan for know addresses before a mail is handed to
rt-mailgate.

eg:

procmailrc for a queue:

QUEUE="<name>"
EMAIL="<adm.of.rt at host>"

:0
* ^X-Spam-Level: \*\*\*
!$EMAIL

:0
* ^From:.*Mailer-Daemon
* ^Subject:.*NDN:
/dev/null

:0
|/usr/local/rt2/bin/rt-mailgate --queue $QUEUE --action correspond

#My spam check is done by postfix and spamassassin

/rhb


From meeroh at mit.edu  Sat Sep  6 17:31:08 2003
From: meeroh at mit.edu (Miro Jurisic)
Date: Sat, 6 Sep 2003 17:31:08 -0400
Subject: [rt-users] Resolve approvals
In-Reply-To: <1062828233.49322.13.camel@localhost>
References: <p0600201abb7f24751164@[18.101.0.199]>
 <1062828233.49322.13.camel@localhost>
Message-ID: <p0600201dbb80026e1822@[18.101.0.199]>

>You want to use the 'code' ticket feature to auto-resolve it.
>
>First, set $RT::UseCodeTickets to a true value.

I grepped my RT for UseCodeTickets with no results. What are you 
referring to? (RT 3.0.4)

meeroh
-- 

<http://web.meeroh.org/> | KB1FMP

A: Because it reverses the logical flow of conversation.
Q: Why is top posting frowned upon?


From autrijus at autrijus.org  Sat Sep  6 17:46:23 2003
From: autrijus at autrijus.org (Autrijus Tang)
Date: Sun, 07 Sep 2003 05:46:23 +0800
Subject: [rt-users] Resolve approvals
In-Reply-To: <p0600201dbb80026e1822@[18.101.0.199]>
References: <p0600201abb7f24751164@[18.101.0.199]>
	 <1062828233.49322.13.camel@localhost>
	 <p0600201dbb80026e1822@[18.101.0.199]>
Message-ID: <1062884782.40576.8.camel@localhost>

? ?? 2003-09-07 05:31, Miro Jurisic ???
> I grepped my RT for UseCodeTickets with no results. What are you 
> referring to? (RT 3.0.4)

Uh, can't be.  As early as RT 3.0.2, etc/initialdata contains this code:

    elsif ($RT::UseCodeTickets and $obj->Type eq 'code') {
        my $code = $obj->Transactions->First->Content;
        my $rv;

inside the "When a ticket has been approved by all approvers, add
correspondence to the original ticket" action.

Thanks,
/Autrijus/

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From david at gitman.net  Sat Sep  6 17:46:45 2003
From: david at gitman.net (David Gitman)
Date: Sat, 6 Sep 2003 17:46:45 -0400
Subject: [rt-users] EmailAddress: Illegal value for EmailAddress
Message-ID: <E19vktO-0002Mq-5m@s022.ionts.net>

When modifying a user I'm receiving the following error. EmailAddress:
Illegal value for EmailAddress. Has anyone else seen this?

 

Thanks.

 

David

 

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From maurice at redweek.com  Sun Sep  7 18:29:22 2003
From: maurice at redweek.com (Maurice Aubrey)
Date: Sun, 07 Sep 2003 15:29:22 -0700
Subject: [rt-users] Status of RT 2.x on Postgres 7.3?
Message-ID: <3F5BB142.5070907@redweek.com>

We're running RT 2.0.14 on Postgres 7.2 and
would like to upgrade to Postgres 7.3. We have
around 8k tickets right now.

I know there were some initial problems with
using 7.3 but what's the current status? I saw some
patches in the list archives to address some of the
atoi issues, and the 2.0.15 readme doesn't mention
any problems (it says Postgres 7.1 or newer).

Is anyone using 2.x with 7.3 successfully?

I have tried RT 3.0.4 on 7.3 but the performance wasn't
very good. I'd be happy to help work on that, but as a
short-term solution, I'm wondering if it might be faster to
get 2.0.15 going.

Thanks,

Maurice



From hgjeong at icraft21.com  Mon Sep  8 01:30:15 2003
From: hgjeong at icraft21.com (Hangu Jeong)
Date: Mon, 8 Sep 2003 14:30:15 +0900
Subject: [rt-users] RTFM uninstallation question
Message-ID: <NLEHJODCMCAFDLDMJLIEGENCCLAA.hgjeong@icraft21.com>

Hi !

I would like to uninstall RTFM before to install new RTFM.
I don't want to upgrade it. I want just delete RTFM on my system.

When I install without uninstallation, I got the following error

ERROR 1050 at line 2: Table 'FM_Classes' already exists
*** Error code 1

Stop in /tmp/install/rtfm-2-0-beta-6.

Could you please tell how to uninstall RTFM ?

Thanks in advance

Regards,
Han





From hwagener at hamburg.fcb.com  Mon Sep  8 04:29:01 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Mon, 8 Sep 2003 10:29:01 +0200
Subject: [rt-users] Calendar functionality?
In-Reply-To: <Pine.LNX.4.33.0309051647510.23302-100000@tenes.zcu.cz>
References: <Pine.LNX.4.33.0309051647510.23302-100000@tenes.zcu.cz>
Message-ID: <7FAC5DEE-E1D6-11D7-BBCC-003065DC18B8@hamburg.fcb.com>

On Freitag, 5. September 2003, at 16:55 Uhr, Jan Okrouhly wrote:

> On Fri, 5 Sep 2003, Brett, Colin wrote:
>
>> Hi,
>
> Hi,
>
> I've been asked similar question just today. Generaly there is an 
> demand
> for some kind of a "reminder" functionality. It should be able to
> allow user(or reminder operator) to pick up some Date/Time(optionaly
> frequency [weekday/dayly/monthly etc.]), destination (i.e. a RT queue 
> or
> whatever kind of data mined from RT database) and enter (or pick 
> existing)
> message text(Template).
>
> Please let me know too, if you find any open solution for that common 
> demand.
>

Reminders should be implementable using the rt-crontool, although I did 
not work with it yet.


Regards,
     Harald



From datkinson at sevenww.co.uk  Mon Sep  8 05:56:40 2003
From: datkinson at sevenww.co.uk (Atkinson, Daniel)
Date: Mon, 8 Sep 2003 10:56:40 +0100 
Subject: [rt-users] RTFM uninstallation question
Message-ID: <0988C2A4D52A384C9377C80C9C2D5FB201F0F4@exchange2-uk.sevenww.co.uk>

The error is appearing because the RT database already exists. You need to
install to a differently named database, or delete the existing database.

-----Original Message-----
From: Hangu Jeong [mailto:hgjeong at icraft21.com] 
Sent: 08 September 2003 06:30
To: rt-users at fsck.com
Subject: [rt-users] RTFM uninstallation question

Hi !

I would like to uninstall RTFM before to install new RTFM.
I don't want to upgrade it. I want just delete RTFM on my system.

When I install without uninstallation, I got the following error

ERROR 1050 at line 2: Table 'FM_Classes' already exists
*** Error code 1

Stop in /tmp/install/rtfm-2-0-beta-6.

Could you please tell how to uninstall RTFM ?

Thanks in advance

Regards,
Han



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

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


From djf at gxn.net  Mon Sep  8 06:28:02 2003
From: djf at gxn.net (Daryl Field)
Date: Mon, 08 Sep 2003 11:28:02 +0100
Subject: [rt-users] Module Error ?
Message-ID: <23030000.1063016882@djf-ws>

I'm receiving the following error when starting Apache with the RT virtual 
host applied to the conf file:-

[Mon Sep 08 09:45:06 2003] [error] Bareword "REDIRECT" not allowed while 
"strict subs"
in use at 
/opt/SYSperl5.8/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 
188.
BEGIN not safe after errors--compilation aborted at 
/opt/SYSperl5.8/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 
197.
Compilation failed in require at /opt/rt3/bin/webmux.pl line 45.
BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 51.
Compilation failed in require at (eval 3) line 1.
[Mon Sep 08 09:45:06 2003] [error] Can't load Perl file: 
/opt/rt3/bin/webmux.pl for server <HOST>0, exiting...

Whilst this appears to be an issue with Mason, I'm wondering wether it is a 
common occurrence that I've not been able to find so far.

The spec is:-

rt-3-0-4
HTML-Mason-1.22
mod_perl-1.99_09
MySQL  4.0.13

Daryl


From RT at InterCept.Net  Mon Sep  8 09:23:09 2003
From: RT at InterCept.Net (RT)
Date: Mon, 8 Sep 2003 09:23:09 -0400
Subject: [rt-users] Resolve approvals
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B6F4@icptex02.corp.icpt.net>

Autrijus,
	    The file isn't one your site, is there another location this can be downloaded from? As I could not find it on your site by browsing.

Not Found
The requested URL /snap/p4.tar.gz was not found on this server

Thanks,
Michael

-----Original Message-----
From: Autrijus Tang [mailto:autrijus at autrijus.org] 
Sent: Saturday, September 06, 2003 2:04 AM
To: Miro Jurisic
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Resolve approvals

? ??, 2003-09-06 13:43, Miro Jurisic ???
> I'd like to require approval before a ticket can be resolved. 
> Ideally, the way this would work is that X tries to resolve a ticket, 
> Y gets notified, Y approves, ticket is resolved without further input 
> from X. However, it is not obvious to me how to do this, since when I 
> add a CreateTicket action with an on Resolve trigger, the Resolve is 
> completed in addition to the approval ticket being generated. What 
> can I do?

You want to use the 'code' ticket feature to auto-resolve it.

First, set $RT::UseCodeTickets to a true value.

Next, set up an approval stage thus:

	Type: code
	Content:
        $TOP->SetStatus(
            Status      => 'resolved',
            Force       => 1,
        );
        return 1;
	ENDOFCONTENT

And it should magically work.

...alternatively, you can try the Workflow Editor in my rt-elixus branch
(http://p4.elixus.org/snap/p4.tar.gz), located in the "Workflow" panel
under /Edit/Queues/. :-)

Thanks,
/Autrijus/


From RT at InterCept.Net  Mon Sep  8 09:23:24 2003
From: RT at InterCept.Net (RT)
Date: Mon, 8 Sep 2003 09:23:24 -0400
Subject: [rt-users] Module Error ?
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B6F5@icptex02.corp.icpt.net>

Paste your virtual web settings from httpd.conf

Michael

-----Original Message-----
From: Daryl Field [mailto:djf at gxn.net] 
Posted At: Monday, September 08, 2003 6:28 AM
Posted To: RT
Conversation: [rt-users] Module Error ?
Subject: [rt-users] Module Error ?

I'm receiving the following error when starting Apache with the RT
virtual 
host applied to the conf file:-

[Mon Sep 08 09:45:06 2003] [error] Bareword "REDIRECT" not allowed while

"strict subs"
in use at 
/opt/SYSperl5.8/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm
line 
188.
BEGIN not safe after errors--compilation aborted at 
/opt/SYSperl5.8/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm
line 
197.
Compilation failed in require at /opt/rt3/bin/webmux.pl line 45.
BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 51.
Compilation failed in require at (eval 3) line 1.
[Mon Sep 08 09:45:06 2003] [error] Can't load Perl file: 
/opt/rt3/bin/webmux.pl for server <HOST>0, exiting...

Whilst this appears to be an issue with Mason, I'm wondering wether it
is a 
common occurrence that I've not been able to find so far.

The spec is:-

rt-3-0-4
HTML-Mason-1.22
mod_perl-1.99_09
MySQL  4.0.13

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

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


From autrijus at autrijus.org  Mon Sep  8 09:26:34 2003
From: autrijus at autrijus.org (Autrijus Tang)
Date: Mon, 8 Sep 2003 21:26:34 +0800
Subject: [rt-users] Resolve approvals
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB25B6F2@icptex02.corp.icpt.net>
References: <A8ED8823644C614280ACAC1A4D3E93FB25B6F2@icptex02.corp.icpt.net>
Message-ID: <20030908132634.GA50824@aut.dyndns.org>

On Mon, Sep 08, 2003 at 09:15:28AM -0400, Michael Brown wrote:
> Autrijus,
> 	    The file isn't one your site, is there another location this
> 	    can be downloaded from? As I could not find it on your site
> 	    by browsing.

Sorry, I meant http://p4.elixus.org/snap/rt.tar.gz instead.

/Autrijus/
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From djf at gxn.net  Mon Sep  8 10:00:19 2003
From: djf at gxn.net (Daryl Field)
Date: Mon, 08 Sep 2003 15:00:19 +0100
Subject: [rt-users] Module Error ?
In-Reply-To: <23030000.1063016882@djf-ws>
References: <23030000.1063016882@djf-ws>
Message-ID: <49680000.1063029619@djf-ws>

Glaring omission, but here it is:-

# RT Ticketing System
#<VirtualHost <HOST>>
#DocumentRoot /home/rt/html
#ServerName <HOST>
#ServerAdmin systems@<HOST>
#AddDefaultCharset UTF-8
#PerlModule Apache2
##PerlModule Apache2 Apache::com pat
#PerlModule Apache::DBI
#PerlRequire /opt/rt3/bin/webmux.pl
#<Location />
#  SetHandler perl-script
#  PerlHandler RT::Mason
#</Location>
#ErrorLog /home/rt/logs/error_log
#CustomLog common /home/rt/log/custom_log
#</VirtualHost># RT Ticketing System




--On Monday, September 08, 2003 11:28:02 +0100 Daryl Field <djf at gxn.net> 
wrote:

> I'm receiving the following error when starting Apache with the RT
> virtual host applied to the conf file:-
>
> [Mon Sep 08 09:45:06 2003] [error] Bareword "REDIRECT" not allowed while
> "strict subs" in use at
> /opt/SYSperl5.8/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm
> line 188. BEGIN not safe after errors--compilation aborted at
> /opt/SYSperl5.8/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm
> line 197. Compilation failed in require at /opt/rt3/bin/webmux.pl line 45.
> BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 51.
> Compilation failed in require at (eval 3) line 1.
> [Mon Sep 08 09:45:06 2003] [error] Can't load Perl file:
> /opt/rt3/bin/webmux.pl for server <HOST>0, exiting...
>
> Whilst this appears to be an issue with Mason, I'm wondering wether it is
> a common occurrence that I've not been able to find so far.
>
> The spec is:-
>
> rt-3-0-4
> HTML-Mason-1.22
> mod_perl-1.99_09
> MySQL  4.0.13
>
> Daryl
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



Daryl Field
GX Networks


From datkinson at sevenww.co.uk  Mon Sep  8 10:01:12 2003
From: datkinson at sevenww.co.uk (Atkinson, Daniel)
Date: Mon, 8 Sep 2003 15:01:12 +0100 
Subject: [rt-users] RTFM uninstallation question
Message-ID: <0988C2A4D52A384C9377C80C9C2D5FB201F100@exchange2-uk.sevenww.co.uk>

In mysql monitor;

DROP DATABASE <databasename>

Use with care!

-----Original Message-----
From: Hangu Jeong [mailto:hgjeong at kornet.net] 
Sent: 08 September 2003 14:54
To: Atkinson, Daniel; rt-users at lists.fsck.com
Subject: RE: [rt-users] RTFM uninstallation question

Can I uninstall RTFM clearly ?
I know the mean of messages. But How can I clear database ?
I'm using mysql database. 

Thanks
Han

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-
admin at lists.fsck.com]On Behalf Of Atkinson, Daniel
Sent: Monday, September 08, 2003 6:57 PM
To: 'Hangu Jeong'; 'rt-users at lists.fsck.com'
Subject: RE: [rt-users] RTFM uninstallation question


The error is appearing because the RT database already exists. You need to
install to a differently named database, or delete the existing database.

-----Original Message-----
From: Hangu Jeong [mailto:hgjeong at icraft21.com] 
Sent: 08 September 2003 06:30
To: rt-users at fsck.com
Subject: [rt-users] RTFM uninstallation question

Hi !

I would like to uninstall RTFM before to install new RTFM.
I don't want to upgrade it. I want just delete RTFM on my system.

When I install without uninstallation, I got the following error

ERROR 1050 at line 2: Table 'FM_Classes' already exists
*** Error code 1

Stop in /tmp/install/rtfm-2-0-beta-6.

Could you please tell how to uninstall RTFM ?

Thanks in advance

Regards,
Han



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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 InterCept.Net  Mon Sep  8 10:17:39 2003
From: RT at InterCept.Net (RT)
Date: Mon, 8 Sep 2003 10:17:39 -0400
Subject: [rt-users] RTFM uninstallation question
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB259573@icptex02.corp.icpt.net>

If he does that, that will drop his entire rt3 database, not just RTFM.
FM.* are just tables with in the RT database, not a separate db.

Hangu, go to your mysql prompt and type show databases;
You should see the following (without the RT-Test)
mysql> show databases; 
+----------+
| Database |
+----------+
| RT-Test  |
| mysql    |
| rt3      |
| test     |
+----------+
4 rows in set (0.00 sec)

then type use rt3;
Database changed

Then type show tables;
+-------------------------+
| Tables_in_rt3           |
+-------------------------+
| ACL                     |
| Attachments             |
| CachedGroupMembers      |
| CustomFieldValues       |
| CustomFields            |
| FM_ArticleCFValues      |
| FM_Articles             |
| FM_ClassCustomFields    |
| FM_Classes              |
| FM_CustomFieldValues    |
| FM_CustomFields         |
| FM_Transactions         |
| GroupMembers            |
| Groups                  |
| Links                   |
| Principals              |
| Queues                  |
| ScripActions            |
| ScripConditions         |
| Scrips                  |
| Templates               |
| TicketCustomFieldValues |
| Tickets                 |
| Transactions            |
| Users                   |
| sessions                |
+-------------------------+
26 rows in set (0.00 sec)

You would need to delete those FM_* tables inorder to get paste the
install script error message.

Michael
-----Original Message-----
From: Atkinson, Daniel [mailto:datkinson at sevenww.co.uk] 
Posted At: Monday, September 08, 2003 10:01 AM
Posted To: RT
Conversation: [rt-users] RTFM uninstallation question
Subject: RE: [rt-users] RTFM uninstallation question

In mysql monitor;

DROP DATABASE <databasename>

Use with care!

-----Original Message-----
From: Hangu Jeong [mailto:hgjeong at kornet.net] 
Sent: 08 September 2003 14:54
To: Atkinson, Daniel; rt-users at lists.fsck.com
Subject: RE: [rt-users] RTFM uninstallation question

Can I uninstall RTFM clearly ?
I know the mean of messages. But How can I clear database ?
I'm using mysql database. 

Thanks
Han

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-
admin at lists.fsck.com]On Behalf Of Atkinson, Daniel
Sent: Monday, September 08, 2003 6:57 PM
To: 'Hangu Jeong'; 'rt-users at lists.fsck.com'
Subject: RE: [rt-users] RTFM uninstallation question


The error is appearing because the RT database already exists. You need
to
install to a differently named database, or delete the existing
database.

-----Original Message-----
From: Hangu Jeong [mailto:hgjeong at icraft21.com] 
Sent: 08 September 2003 06:30
To: rt-users at fsck.com
Subject: [rt-users] RTFM uninstallation question

Hi !

I would like to uninstall RTFM before to install new RTFM.
I don't want to upgrade it. I want just delete RTFM on my system.

When I install without uninstallation, I got the following error

ERROR 1050 at line 2: Table 'FM_Classes' already exists
*** Error code 1

Stop in /tmp/install/rtfm-2-0-beta-6.

Could you please tell how to uninstall RTFM ?

Thanks in advance

Regards,
Han



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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 datkinson at sevenww.co.uk  Mon Sep  8 10:50:12 2003
From: datkinson at sevenww.co.uk (Atkinson, Daniel)
Date: Mon, 8 Sep 2003 15:50:12 +0100 
Subject: [rt-users] RTFM uninstallation question
Message-ID: <0988C2A4D52A384C9377C80C9C2D5FB201F103@exchange2-uk.sevenww.co.uk>

Sorry, yes, I misread his message. 

He's probably deleted it by now, oops....

-----Original Message-----
From: RT [mailto:RT at InterCept.Net] 
Sent: 08 September 2003 15:18
To: rt-users at lists.fsck.com
Subject: RE: [rt-users] RTFM uninstallation question

If he does that, that will drop his entire rt3 database, not just RTFM.
FM.* are just tables with in the RT database, not a separate db.

Hangu, go to your mysql prompt and type show databases;
You should see the following (without the RT-Test)
mysql> show databases; 
+----------+
| Database |
+----------+
| RT-Test  |
| mysql    |
| rt3      |
| test     |
+----------+
4 rows in set (0.00 sec)

then type use rt3;
Database changed

Then type show tables;
+-------------------------+
| Tables_in_rt3           |
+-------------------------+
| ACL                     |
| Attachments             |
| CachedGroupMembers      |
| CustomFieldValues       |
| CustomFields            |
| FM_ArticleCFValues      |
| FM_Articles             |
| FM_ClassCustomFields    |
| FM_Classes              |
| FM_CustomFieldValues    |
| FM_CustomFields         |
| FM_Transactions         |
| GroupMembers            |
| Groups                  |
| Links                   |
| Principals              |
| Queues                  |
| ScripActions            |
| ScripConditions         |
| Scrips                  |
| Templates               |
| TicketCustomFieldValues |
| Tickets                 |
| Transactions            |
| Users                   |
| sessions                |
+-------------------------+
26 rows in set (0.00 sec)

You would need to delete those FM_* tables inorder to get paste the
install script error message.

Michael
-----Original Message-----
From: Atkinson, Daniel [mailto:datkinson at sevenww.co.uk] 
Posted At: Monday, September 08, 2003 10:01 AM
Posted To: RT
Conversation: [rt-users] RTFM uninstallation question
Subject: RE: [rt-users] RTFM uninstallation question

In mysql monitor;

DROP DATABASE <databasename>

Use with care!

-----Original Message-----
From: Hangu Jeong [mailto:hgjeong at kornet.net] 
Sent: 08 September 2003 14:54
To: Atkinson, Daniel; rt-users at lists.fsck.com
Subject: RE: [rt-users] RTFM uninstallation question

Can I uninstall RTFM clearly ?
I know the mean of messages. But How can I clear database ?
I'm using mysql database. 

Thanks
Han

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-
admin at lists.fsck.com]On Behalf Of Atkinson, Daniel
Sent: Monday, September 08, 2003 6:57 PM
To: 'Hangu Jeong'; 'rt-users at lists.fsck.com'
Subject: RE: [rt-users] RTFM uninstallation question


The error is appearing because the RT database already exists. You need
to
install to a differently named database, or delete the existing
database.

-----Original Message-----
From: Hangu Jeong [mailto:hgjeong at icraft21.com] 
Sent: 08 September 2003 06:30
To: rt-users at fsck.com
Subject: [rt-users] RTFM uninstallation question

Hi !

I would like to uninstall RTFM before to install new RTFM.
I don't want to upgrade it. I want just delete RTFM on my system.

When I install without uninstallation, I got the following error

ERROR 1050 at line 2: Table 'FM_Classes' already exists
*** Error code 1

Stop in /tmp/install/rtfm-2-0-beta-6.

Could you please tell how to uninstall RTFM ?

Thanks in advance

Regards,
Han



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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

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

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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

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


From cubic at acronis.ru  Mon Sep  8 10:54:18 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Mon, 08 Sep 2003 18:54:18 +0400
Subject: [rt-users] RTFM uninstallation question
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB259573@icptex02.corp.icpt.net>
References: <A8ED8823644C614280ACAC1A4D3E93FB259573@icptex02.corp.icpt.net>
Message-ID: <3F5C981A.6050105@acronis.ru>

I don't think he could drop this tables also, because of relationships 
between RT and RTFM. I don't have RTFM installation yet, but I think 
that it implement RT Object's extensions(through callbacks or else RT 
API) that add entries to main RT tables which reffers to RTFM tables.

I think Jesse or another person who familiar with RTFM internals could 
clarify this.

For now I recomend to do RTFM upgrade, but if somebody will find 100% 
solution then you'll be able to drop your RTFM data.
        Best regards. Ruslan.
RT wrote:

>If he does that, that will drop his entire rt3 database, not just RTFM.
>FM.* are just tables with in the RT database, not a separate db.
>
>Hangu, go to your mysql prompt and type show databases;
>You should see the following (without the RT-Test)
>mysql> show databases; 
>+----------+
>| Database |
>+----------+
>| RT-Test  |
>| mysql    |
>| rt3      |
>| test     |
>+----------+
>4 rows in set (0.00 sec)
>
>then type use rt3;
>Database changed
>
>Then type show tables;
>+-------------------------+
>| Tables_in_rt3           |
>+-------------------------+
>| ACL                     |
>| Attachments             |
>| CachedGroupMembers      |
>| CustomFieldValues       |
>| CustomFields            |
>| FM_ArticleCFValues      |
>| FM_Articles             |
>| FM_ClassCustomFields    |
>| FM_Classes              |
>| FM_CustomFieldValues    |
>| FM_CustomFields         |
>| FM_Transactions         |
>| GroupMembers            |
>| Groups                  |
>| Links                   |
>| Principals              |
>| Queues                  |
>| ScripActions            |
>| ScripConditions         |
>| Scrips                  |
>| Templates               |
>| TicketCustomFieldValues |
>| Tickets                 |
>| Transactions            |
>| Users                   |
>| sessions                |
>+-------------------------+
>26 rows in set (0.00 sec)
>
>You would need to delete those FM_* tables inorder to get paste the
>install script error message.
>
>Michael
>-----Original Message-----
>From: Atkinson, Daniel [mailto:datkinson at sevenww.co.uk] 
>Posted At: Monday, September 08, 2003 10:01 AM
>Posted To: RT
>Conversation: [rt-users] RTFM uninstallation question
>Subject: RE: [rt-users] RTFM uninstallation question
>
>In mysql monitor;
>
>DROP DATABASE <databasename>
>
>Use with care!
>
>-----Original Message-----
>From: Hangu Jeong [mailto:hgjeong at kornet.net] 
>Sent: 08 September 2003 14:54
>To: Atkinson, Daniel; rt-users at lists.fsck.com
>Subject: RE: [rt-users] RTFM uninstallation question
>
>Can I uninstall RTFM clearly ?
>I know the mean of messages. But How can I clear database ?
>I'm using mysql database. 
>
>Thanks
>Han
>
>-----Original Message-----
>From: rt-users-admin at lists.fsck.com [mailto:rt-users-
>admin at lists.fsck.com]On Behalf Of Atkinson, Daniel
>Sent: Monday, September 08, 2003 6:57 PM
>To: 'Hangu Jeong'; 'rt-users at lists.fsck.com'
>Subject: RE: [rt-users] RTFM uninstallation question
>
>
>The error is appearing because the RT database already exists. You need
>to
>install to a differently named database, or delete the existing
>database.
>
>-----Original Message-----
>From: Hangu Jeong [mailto:hgjeong at icraft21.com] 
>Sent: 08 September 2003 06:30
>To: rt-users at fsck.com
>Subject: [rt-users] RTFM uninstallation question
>
>Hi !
>
>I would like to uninstall RTFM before to install new RTFM.
>I don't want to upgrade it. I want just delete RTFM on my system.
>
>When I install without uninstallation, I got the following error
>
>ERROR 1050 at line 2: Table 'FM_Classes' already exists
>*** Error code 1
>
>Stop in /tmp/install/rtfm-2-0-beta-6.
>
>Could you please tell how to uninstall RTFM ?
>
>Thanks in advance
>
>Regards,
>Han
>  
>




From verneb at sti.net  Mon Sep  8 11:18:34 2003
From: verneb at sti.net (verneb at sti.net)
Date: Mon, 8 Sep 2003 08:18:34 -0700
Subject: [rt-users] How Do You Change the Requestor?
Message-ID: <000e01c3761c$78150070$2c627640@verneblaptop>

All,

I use RT2.0 to manage the email sent to abuse at sti.net.  When the email is
sent directly from the original requestor to the abuse address the process
works fine.  However, a good amount of the time the abuse complaint is sent
to other company addresses (ipadmin, webmaster, support etc) then gets
forwarded to abuse at sti.net.  I would like to glean the actual complainants
email address from the forward and make it the Requestor, not
ipadmin at sti.net or webmaster at sti.net or whoever forwarded it to
abuse at sti.net.  I don't see any way to do this without some programming.  Am
I missing something?

Verne Baxter
Network Technician
Sierra Tel Internet (STI)
verneb at sti.net
http://www.sti.net
+1(559)683-7600 Extension 202



From joseph85750 at yahoo.com  Mon Sep  8 11:25:53 2003
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Mon, 8 Sep 2003 08:25:53 -0700 (PDT)
Subject: [rt-users] How Do You Change the Requestor?
In-Reply-To: <000e01c3761c$78150070$2c627640@verneblaptop>
Message-ID: <20030908152553.92391.qmail@web13108.mail.yahoo.com>

If you use the RT web interface, it's pretty easy. 
You create a new ticket in your 'abuse' queue,
copy/paste the contents of the email into the ticket,
and copy/paste the original requestor's email address
into the 'requestor' field on the web interface.  RT
will treat that new ticket as if it arrived via email
from the original requestor.

--- verneb at sti.net wrote:
> All,
> 
> I use RT2.0 to manage the email sent to
> abuse at sti.net.  When the email is
> sent directly from the original requestor to the
> abuse address the process
> works fine.  However, a good amount of the time the
> abuse complaint is sent
> to other company addresses (ipadmin, webmaster,
> support etc) then gets
> forwarded to abuse at sti.net.  I would like to glean
> the actual complainants
> email address from the forward and make it the
> Requestor, not
> ipadmin at sti.net or webmaster at sti.net or whoever
> forwarded it to
> abuse at sti.net.  I don't see any way to do this
> without some programming.  Am
> I missing something?
> 
> Verne Baxter
> Network Technician
> Sierra Tel Internet (STI)
> verneb at sti.net
> http://www.sti.net
> +1(559)683-7600 Extension 202
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm


__________________________________
Do you Yahoo!?
Yahoo! SiteBuilder - Free, easy-to-use web site design software
http://sitebuilder.yahoo.com


From les at futuresource.com  Mon Sep  8 11:33:20 2003
From: les at futuresource.com (Les Mikesell)
Date: 08 Sep 2003 10:33:20 -0500
Subject: [rt-users] auto-resolve on response?
Message-ID: <1063035200.20363.38.camel@moola.futuresource.com>

Has anyone modified RT to toggle the 'resolved' status on
any response?  Ideally, I'd like replies using the web interface
or emails from queue watchers to automatically set the status
to resolved (but only on certain queues) while subsequent email
replies from the requestor should toggle back to open as it does
now.  These are very active queues where 99% of the traffic is
one question/one answer and the extra work of manually setting the
status slows things down.

---
  Les Mikesell
   les at futuresource.com




From ken at freeswan.ca  Mon Sep  8 11:47:57 2003
From: ken at freeswan.ca (Ken Bantoft)
Date: Mon, 8 Sep 2003 11:47:57 -0400 (EDT)
Subject: [rt-users] Hacking RT to set email priority to high based on ticket priority
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB259573@icptex02.corp.icpt.net>
Message-ID: <Pine.LNX.4.44.0309081118030.16252-100000@icmp.vpsn.net>

Has a request from some of my users to do $subject.

Looking through various sample emails, it seems I need to add *3* headers 
to the message in order to make all MUA's happy:

X-Priority:  1
Priority:  Urgent
Importance:  high


1. Has anyone done this yet?
2. What's the best place to do it?  

Ken



From RT at InterCept.Net  Mon Sep  8 11:55:32 2003
From: RT at InterCept.Net (RT)
Date: Mon, 8 Sep 2003 11:55:32 -0400
Subject: [rt-users] RTFM uninstallation question
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B6F7@icptex02.corp.icpt.net>

Hangu,
	RTFM requires RT3.0.5*, it does not work on rt3.0.4

Michael

-----Original Message-----
From: Hangu Jeong [mailto:hgjeong at kornet.net] 
Posted At: Monday, September 08, 2003 11:00 AM
Posted To: RT
Conversation: [rt-users] RTFM uninstallation question
Subject: RE: [rt-users] RTFM uninstallation question

Hi !

Thanks you for good point.
Anyway, I know that I'll lost my entire database if I do DROP DATABASE
<rt3>.
I installed new RTFM on my system. 
Did anyone see below errors ?

System ErrorRights could not be granted for RT::FM::Class 

I find that error previous posting, But there is no answer.

My environment is following,
FreeBSD 5.0, Mysql, Mod-perl, RT-3-0-4, RTFM-2-0-beta-6, apache

Pls help me !

Thanks in advance.
han

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of RT
Sent: Monday, September 08, 2003 11:18 PM
To: rt-users at lists.fsck.com
Subject: RE: [rt-users] RTFM uninstallation question


If he does that, that will drop his entire rt3 database, not just RTFM.
FM.* are just tables with in the RT database, not a separate db.

Hangu, go to your mysql prompt and type show databases;
You should see the following (without the RT-Test)
mysql> show databases; 
+----------+
| Database |
+----------+
| RT-Test  |
| mysql    |
| rt3      |
| test     |
+----------+
4 rows in set (0.00 sec)

then type use rt3;
Database changed

Then type show tables;
+-------------------------+
| Tables_in_rt3           |
+-------------------------+
| ACL                     |
| Attachments             |
| CachedGroupMembers      |
| CustomFieldValues       |
| CustomFields            |
| FM_ArticleCFValues      |
| FM_Articles             |
| FM_ClassCustomFields    |
| FM_Classes              |
| FM_CustomFieldValues    |
| FM_CustomFields         |
| FM_Transactions         |
| GroupMembers            |
| Groups                  |
| Links                   |
| Principals              |
| Queues                  |
| ScripActions            |
| ScripConditions         |
| Scrips                  |
| Templates               |
| TicketCustomFieldValues |
| Tickets                 |
| Transactions            |
| Users                   |
| sessions                |
+-------------------------+
26 rows in set (0.00 sec)

You would need to delete those FM_* tables inorder to get paste the
install script error message.

Michael
-----Original Message-----
From: Atkinson, Daniel [mailto:datkinson at sevenww.co.uk] 
Posted At: Monday, September 08, 2003 10:01 AM
Posted To: RT
Conversation: [rt-users] RTFM uninstallation question
Subject: RE: [rt-users] RTFM uninstallation question

In mysql monitor;

DROP DATABASE <databasename>

Use with care!

-----Original Message-----
From: Hangu Jeong [mailto:hgjeong at kornet.net] 
Sent: 08 September 2003 14:54
To: Atkinson, Daniel; rt-users at lists.fsck.com
Subject: RE: [rt-users] RTFM uninstallation question

Can I uninstall RTFM clearly ?
I know the mean of messages. But How can I clear database ?
I'm using mysql database. 

Thanks
Han

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-
admin at lists.fsck.com]On Behalf Of Atkinson, Daniel
Sent: Monday, September 08, 2003 6:57 PM
To: 'Hangu Jeong'; 'rt-users at lists.fsck.com'
Subject: RE: [rt-users] RTFM uninstallation question


The error is appearing because the RT database already exists. You need
to
install to a differently named database, or delete the existing
database.

-----Original Message-----
From: Hangu Jeong [mailto:hgjeong at icraft21.com] 
Sent: 08 September 2003 06:30
To: rt-users at fsck.com
Subject: [rt-users] RTFM uninstallation question

Hi !

I would like to uninstall RTFM before to install new RTFM.
I don't want to upgrade it. I want just delete RTFM on my system.

When I install without uninstallation, I got the following error

ERROR 1050 at line 2: Table 'FM_Classes' already exists
*** Error code 1

Stop in /tmp/install/rtfm-2-0-beta-6.

Could you please tell how to uninstall RTFM ?

Thanks in advance

Regards,
Han



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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

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

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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

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




From datkinson at sevenww.co.uk  Mon Sep  8 12:08:01 2003
From: datkinson at sevenww.co.uk (Atkinson, Daniel)
Date: Mon, 8 Sep 2003 17:08:01 +0100 
Subject: [rt-users] RTFM uninstallation question
Message-ID: <0988C2A4D52A384C9377C80C9C2D5FB201F10A@exchange2-uk.sevenww.co.uk>

Really?

I have RT3.0.4 and I didn't know this, so I installed RTFM anyway. It seems
to be working fine. Do you know what's supposed to be broken?

Dan.


-----Original Message-----
From: RT [mailto:RT at InterCept.Net] 
Sent: 08 September 2003 16:56
To: Hangu Jeong
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] RTFM uninstallation question

Hangu,
	RTFM requires RT3.0.5*, it does not work on rt3.0.4

Michael

-----Original Message-----
From: Hangu Jeong [mailto:hgjeong at kornet.net] 
Posted At: Monday, September 08, 2003 11:00 AM
Posted To: RT
Conversation: [rt-users] RTFM uninstallation question
Subject: RE: [rt-users] RTFM uninstallation question

Hi !

Thanks you for good point.
Anyway, I know that I'll lost my entire database if I do DROP DATABASE
<rt3>.
I installed new RTFM on my system. 
Did anyone see below errors ?

System ErrorRights could not be granted for RT::FM::Class 

I find that error previous posting, But there is no answer.

My environment is following,
FreeBSD 5.0, Mysql, Mod-perl, RT-3-0-4, RTFM-2-0-beta-6, apache

Pls help me !

Thanks in advance.
han

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of RT
Sent: Monday, September 08, 2003 11:18 PM
To: rt-users at lists.fsck.com
Subject: RE: [rt-users] RTFM uninstallation question


If he does that, that will drop his entire rt3 database, not just RTFM.
FM.* are just tables with in the RT database, not a separate db.

Hangu, go to your mysql prompt and type show databases;
You should see the following (without the RT-Test)
mysql> show databases; 
+----------+
| Database |
+----------+
| RT-Test  |
| mysql    |
| rt3      |
| test     |
+----------+
4 rows in set (0.00 sec)

then type use rt3;
Database changed

Then type show tables;
+-------------------------+
| Tables_in_rt3           |
+-------------------------+
| ACL                     |
| Attachments             |
| CachedGroupMembers      |
| CustomFieldValues       |
| CustomFields            |
| FM_ArticleCFValues      |
| FM_Articles             |
| FM_ClassCustomFields    |
| FM_Classes              |
| FM_CustomFieldValues    |
| FM_CustomFields         |
| FM_Transactions         |
| GroupMembers            |
| Groups                  |
| Links                   |
| Principals              |
| Queues                  |
| ScripActions            |
| ScripConditions         |
| Scrips                  |
| Templates               |
| TicketCustomFieldValues |
| Tickets                 |
| Transactions            |
| Users                   |
| sessions                |
+-------------------------+
26 rows in set (0.00 sec)

You would need to delete those FM_* tables inorder to get paste the
install script error message.

Michael
-----Original Message-----
From: Atkinson, Daniel [mailto:datkinson at sevenww.co.uk] 
Posted At: Monday, September 08, 2003 10:01 AM
Posted To: RT
Conversation: [rt-users] RTFM uninstallation question
Subject: RE: [rt-users] RTFM uninstallation question

In mysql monitor;

DROP DATABASE <databasename>

Use with care!

-----Original Message-----
From: Hangu Jeong [mailto:hgjeong at kornet.net] 
Sent: 08 September 2003 14:54
To: Atkinson, Daniel; rt-users at lists.fsck.com
Subject: RE: [rt-users] RTFM uninstallation question

Can I uninstall RTFM clearly ?
I know the mean of messages. But How can I clear database ?
I'm using mysql database. 

Thanks
Han

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-
admin at lists.fsck.com]On Behalf Of Atkinson, Daniel
Sent: Monday, September 08, 2003 6:57 PM
To: 'Hangu Jeong'; 'rt-users at lists.fsck.com'
Subject: RE: [rt-users] RTFM uninstallation question


The error is appearing because the RT database already exists. You need
to
install to a differently named database, or delete the existing
database.

-----Original Message-----
From: Hangu Jeong [mailto:hgjeong at icraft21.com] 
Sent: 08 September 2003 06:30
To: rt-users at fsck.com
Subject: [rt-users] RTFM uninstallation question

Hi !

I would like to uninstall RTFM before to install new RTFM.
I don't want to upgrade it. I want just delete RTFM on my system.

When I install without uninstallation, I got the following error

ERROR 1050 at line 2: Table 'FM_Classes' already exists
*** Error code 1

Stop in /tmp/install/rtfm-2-0-beta-6.

Could you please tell how to uninstall RTFM ?

Thanks in advance

Regards,
Han



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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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


_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 sean.perry at intransa.com  Mon Sep  8 12:13:10 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Mon, 08 Sep 2003 09:13:10 -0700
Subject: [rt-users] auto-resolve on response?
In-Reply-To: <1063035200.20363.38.camel@moola.futuresource.com>
References: <1063035200.20363.38.camel@moola.futuresource.com>
Message-ID: <3F5CAA96.1010904@intransa.com>

Les Mikesell wrote:
> Has anyone modified RT to toggle the 'resolved' status on
> any response?  Ideally, I'd like replies using the web interface
> or emails from queue watchers to automatically set the status
> to resolved (but only on certain queues) while subsequent email
> replies from the requestor should toggle back to open as it does
> now.  These are very active queues where 99% of the traffic is
> one question/one answer and the extra work of manually setting the
> status slows things down.
> 

Just pondering out loud here.

Couldn't you make a Scrip which OnCorrespond checked who the 
corespondence came from and if From == Owner (or some other special 
thing) set the state to resolved?  The pieces should all be there for it 
I think.

Now if you ONLY use the web interface this is easy too.  Instead of 
hittng reply, choose Resolve at the top and it will reply and resolve 
the ticket in one go.  I often use the Jumbo link to modify a lot of 
ticket items at once.



From Rasmus.Brogger at uni-c.dk  Mon Sep  8 12:52:49 2003
From: Rasmus.Brogger at uni-c.dk (Rasmus =?iso-8859-1?Q?Br=F8gger?=)
Date: Mon, 8 Sep 2003 18:52:49 +0200
Subject: [rt-users] auto-resolve on response?
In-Reply-To: <3F5CAA96.1010904@intransa.com>
References: <1063035200.20363.38.camel@moola.futuresource.com> <3F5CAA96.1010904@intransa.com>
Message-ID: <20030908165249.GE30261@balder.sektornet.dk>

On Mon, Sep 08, 2003 at 09:13:10AM -0700, Sean Perry wrote:
> Les Mikesell wrote:
> >Has anyone modified RT to toggle the 'resolved' status on
> >any response?  Ideally, I'd like replies using the web interface
> >or emails from queue watchers to automatically set the status
> >to resolved (but only on certain queues) while subsequent email
> >replies from the requestor should toggle back to open as it does
> >now.  These are very active queues where 99% of the traffic is
> >one question/one answer and the extra work of manually setting the
> >status slows things down.
> >
> 
> Just pondering out loud here.
> 
> Couldn't you make a Scrip which OnCorrespond checked who the 
> corespondence came from and if From == Owner (or some other special 
> thing) set the state to resolved?  The pieces should all be there for it 
> I think.
> 
> Now if you ONLY use the web interface this is easy too.  Instead of 
> hittng reply, choose Resolve at the top and it will reply and resolve 
> the ticket in one go.  I often use the Jumbo link to modify a lot of 
> ticket items at once.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

You could, but it would require some work on auth to ensure you can't
exploit it.

SMTP has no user auth pr defaut, so you need to be careful. At least if
its a public system.

/rhb


From RT at InterCept.Net  Mon Sep  8 12:58:40 2003
From: RT at InterCept.Net (RT)
Date: Mon, 8 Sep 2003 12:58:40 -0400
Subject: [rt-users] RTFM uninstallation question
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB259574@icptex02.corp.icpt.net>

I have it *semi installed too, all except for the tables and such. But
jesse informed me that it requires some new code that 3.0.5 has that
3.0.4 doesn't. I pasted below the e-mail thread I created on this before

Michael

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Posted At: Wednesday, September 03, 2003 2:05 PM
Posted To: RT
Conversation: [rt-users] RTFM with RT 3.0.4
Subject: Re: [rt-users] RTFM with RT 3.0.4

On Wed, Sep 03, 2003 at 09:26:57AM -0400, RT wrote:
> Is anyone using RTFM with RT 3.0.4? I know it requires 3.0.5pre*, but 
> I was wonder if I just created the FM tables manually in the database,

> since the rt-setup-database script is different between the 2 RT 
> versions, would it work?

No. It will not work. The access control configuration for RTFM depends
on new code introduced in 3.0.5.



-----Original Message-----
From: Atkinson, Daniel [mailto:datkinson at sevenww.co.uk] 
Posted At: Monday, September 08, 2003 12:08 PM
Posted To: RT
Conversation: [rt-users] RTFM uninstallation question
Subject: RE: [rt-users] RTFM uninstallation question

Really?

I have RT3.0.4 and I didn't know this, so I installed RTFM anyway. It
seems
to be working fine. Do you know what's supposed to be broken?

Dan.


-----Original Message-----
From: RT [mailto:RT at InterCept.Net] 
Sent: 08 September 2003 16:56
To: Hangu Jeong
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] RTFM uninstallation question

Hangu,
	RTFM requires RT3.0.5*, it does not work on rt3.0.4

Michael

-----Original Message-----
From: Hangu Jeong [mailto:hgjeong at kornet.net] 
Posted At: Monday, September 08, 2003 11:00 AM
Posted To: RT
Conversation: [rt-users] RTFM uninstallation question
Subject: RE: [rt-users] RTFM uninstallation question

Hi !

Thanks you for good point.
Anyway, I know that I'll lost my entire database if I do DROP DATABASE
<rt3>.
I installed new RTFM on my system. 
Did anyone see below errors ?

System ErrorRights could not be granted for RT::FM::Class 

I find that error previous posting, But there is no answer.

My environment is following,
FreeBSD 5.0, Mysql, Mod-perl, RT-3-0-4, RTFM-2-0-beta-6, apache

Pls help me !

Thanks in advance.
han

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of RT
Sent: Monday, September 08, 2003 11:18 PM
To: rt-users at lists.fsck.com
Subject: RE: [rt-users] RTFM uninstallation question


If he does that, that will drop his entire rt3 database, not just RTFM.
FM.* are just tables with in the RT database, not a separate db.

Hangu, go to your mysql prompt and type show databases;
You should see the following (without the RT-Test)
mysql> show databases; 
+----------+
| Database |
+----------+
| RT-Test  |
| mysql    |
| rt3      |
| test     |
+----------+
4 rows in set (0.00 sec)

then type use rt3;
Database changed

Then type show tables;
+-------------------------+
| Tables_in_rt3           |
+-------------------------+
| ACL                     |
| Attachments             |
| CachedGroupMembers      |
| CustomFieldValues       |
| CustomFields            |
| FM_ArticleCFValues      |
| FM_Articles             |
| FM_ClassCustomFields    |
| FM_Classes              |
| FM_CustomFieldValues    |
| FM_CustomFields         |
| FM_Transactions         |
| GroupMembers            |
| Groups                  |
| Links                   |
| Principals              |
| Queues                  |
| ScripActions            |
| ScripConditions         |
| Scrips                  |
| Templates               |
| TicketCustomFieldValues |
| Tickets                 |
| Transactions            |
| Users                   |
| sessions                |
+-------------------------+
26 rows in set (0.00 sec)

You would need to delete those FM_* tables inorder to get paste the
install script error message.

Michael
-----Original Message-----
From: Atkinson, Daniel [mailto:datkinson at sevenww.co.uk] 
Posted At: Monday, September 08, 2003 10:01 AM
Posted To: RT
Conversation: [rt-users] RTFM uninstallation question
Subject: RE: [rt-users] RTFM uninstallation question

In mysql monitor;

DROP DATABASE <databasename>

Use with care!

-----Original Message-----
From: Hangu Jeong [mailto:hgjeong at kornet.net] 
Sent: 08 September 2003 14:54
To: Atkinson, Daniel; rt-users at lists.fsck.com
Subject: RE: [rt-users] RTFM uninstallation question

Can I uninstall RTFM clearly ?
I know the mean of messages. But How can I clear database ?
I'm using mysql database. 

Thanks
Han

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-
admin at lists.fsck.com]On Behalf Of Atkinson, Daniel
Sent: Monday, September 08, 2003 6:57 PM
To: 'Hangu Jeong'; 'rt-users at lists.fsck.com'
Subject: RE: [rt-users] RTFM uninstallation question


The error is appearing because the RT database already exists. You need
to
install to a differently named database, or delete the existing
database.

-----Original Message-----
From: Hangu Jeong [mailto:hgjeong at icraft21.com] 
Sent: 08 September 2003 06:30
To: rt-users at fsck.com
Subject: [rt-users] RTFM uninstallation question

Hi !

I would like to uninstall RTFM before to install new RTFM.
I don't want to upgrade it. I want just delete RTFM on my system.

When I install without uninstallation, I got the following error

ERROR 1050 at line 2: Table 'FM_Classes' already exists
*** Error code 1

Stop in /tmp/install/rtfm-2-0-beta-6.

Could you please tell how to uninstall RTFM ?

Thanks in advance

Regards,
Han



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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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


_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 grule at bbn.com  Mon Sep  8 14:03:08 2003
From: grule at bbn.com (Gary Rule)
Date: 08 Sep 2003 14:03:08 -0400
Subject: [rt-users] Custom Scrip
Message-ID: <1063044188.12831.14.camel@agramon>

Hello,
     I'm looking for either a scrip to notify a particular email address
when a new ticket his the queue or a good place with documentation on
how to write custom scrips. 


Basically I want an email to go to our department email list when a new
ticket is generated. I'm assuming to write this myself I will need to
whip up some perl but I'm not sure how involved it will be. Are there
any resources out there for beginning scrip writers?


TIA
Gary



From okrouhly at civ.zcu.cz  Mon Sep  8 14:18:44 2003
From: okrouhly at civ.zcu.cz (Jan Okrouhly)
Date: Mon, 8 Sep 2003 20:18:44 +0200 (CEST)
Subject: [rt-users] Calendar functionality?
In-Reply-To: <7FAC5DEE-E1D6-11D7-BBCC-003065DC18B8@hamburg.fcb.com>
Message-ID: <Pine.LNX.4.33.0309082012310.4359-100000@tenes.zcu.cz>

On Mon, 8 Sep 2003, Harald Wagener wrote:

>
> On Freitag, 5. September 2003, at 16:55 Uhr, Jan Okrouhly wrote:
>
> > On Fri, 5 Sep 2003, Brett, Colin wrote:
> >
> >> Hi,
> >
> > Hi,
> >
> > I've been asked similar question just today. Generaly there is an
> > demand
> > for some kind of a "reminder" functionality. It should be able to
> > allow user(or reminder operator) to pick up some Date/Time(optionaly
> > frequency [weekday/dayly/monthly etc.]), destination (i.e. a RT queue
> > or
> > whatever kind of data mined from RT database) and enter (or pick
> > existing)
> > message text(Template).
> >
> > Please let me know too, if you find any open solution for that common
> > demand.
> >
>
> Reminders should be implementable using the rt-crontool, although I did
> not work with it yet.

Sorry, this was an misunderstanding. I do not want reminder of not done
work but a reminder (say it planner, calendar, datebook or whatever)
of new/periodic work that should be started after it will be created in RT
and taken by some of technicians...i.e. to remind, that some server logs
hasn't been checked for X days etc.

>
> Regards,
>      Harald
>
>


Jan Okrouhly
---------------------------------------\-\-\+\-\-\---okrouhly at civ.zcu.cz---
Laboratory for Computer Science             |    phone: +420 377 632 837
University of West Bohemia                  | location: Univerzitni 22
Americka 42, 306 14 Pilsen, Czech Republic  |     room: UI402
------------------------------------------73!-de-OK1INC at OK0PPL.#BOH.CZE.EU-



From daryl at introspect.net  Mon Sep  8 14:30:53 2003
From: daryl at introspect.net (Daryl G. Jurbala)
Date: Mon, 8 Sep 2003 14:30:53 -0400
Subject: [rt-users] Custom Scrip
Message-ID: <902713D75A418B4B8422C9F861D7E2710678B7@exchange01.ad.introspect.net>

> -----Original Message-----
> From: Gary Rule [mailto:grule at bbn.com] 
> Sent: Monday, September 08, 2003 2:03 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Custom Scrip
> 
> 
> Hello,
>      I'm looking for either a scrip to notify a particular 
> email address when a new ticket his the queue or a good place 
> with documentation on how to write custom scrips. 
> 
> 
> Basically I want an email to go to our department email list 
> when a new ticket is generated. I'm assuming to write this 
> myself I will need to whip up some perl but I'm not sure how 
> involved it will be. Are there any resources out there for 
> beginning scrip writers?
[...]

I recently asked a similar question (except I want to send a stipped
down template to a pager's email address) and it was suggested that I
use AdminCC.  For me, that won't work, as I'm using both CC's and
AdminCC's for other purposes.

Hopefully someone can answer this question....I'm sure more than just
the two of us could use this information.

Daryl


From leon at iwa-solutions.com  Mon Sep  8 14:39:08 2003
From: leon at iwa-solutions.com (Leon Sonntag)
Date: Mon, 08 Sep 2003 12:39:08 -0600
Subject: [rt-users] RT daytabase initialization problem
Message-ID: <5.2.1.1.0.20030908123808.067a00f0@iwapps3.iwapps.com>

It has been a struggle (for some reason) butI have RT 3.0.4 installed on my 
RH8 system. I using mySQL 4.0.14 and Apache 1.3.28.

When I rub the "make initialize-database" I get this:
/usr/bin/perl: relocation error: 
/usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/auto/DBD/mysql/mysql.so: 
undefined symbol: mysql_init
make: *** [initialize-database] Error 127

Any ideas????


Most anything is easy after you've done it successfully a few times

Leon Sonntag
Innovative Web Applications
leon at iwa-solutions dot com 



From verneb at sti.net  Mon Sep  8 14:41:30 2003
From: verneb at sti.net (verneb at sti.net)
Date: Mon, 8 Sep 2003 11:41:30 -0700
Subject: [rt-users] How Do You Change the Requestor?
In-Reply-To: <20030908170003.7499.23646.Mailman@pallas.eruditorum.org>
Message-ID: <006901c37638$d19b06f0$2c627640@verneblaptop>

Thanks,  I was hoping for a way to change it as it came in instead of having
to do the manual work.  If I only received one or two a day that way . . .
no problem.  But that is not the case.

Verne

--__--__--

Message: 3
Date: Mon, 8 Sep 2003 08:25:53 -0700 (PDT)
From: Joseph Spenner <joseph85750 at yahoo.com>
Subject: Re: [rt-users] How Do You Change the Requestor?
To: rt-users at lists.fsck.com

If you use the RT web interface, it's pretty easy. 
You create a new ticket in your 'abuse' queue,
copy/paste the contents of the email into the ticket,
and copy/paste the original requestor's email address
into the 'requestor' field on the web interface.  RT
will treat that new ticket as if it arrived via email
from the original requestor.

--- verneb at sti.net wrote:
> All,
> 
> I use RT2.0 to manage the email sent to
> abuse at sti.net.  When the email is
> sent directly from the original requestor to the
> abuse address the process
> works fine.  However, a good amount of the time the
> abuse complaint is sent
> to other company addresses (ipadmin, webmaster,
> support etc) then gets
> forwarded to abuse at sti.net.  I would like to glean
> the actual complainants
> email address from the forward and make it the
> Requestor, not
> ipadmin at sti.net or webmaster at sti.net or whoever
> forwarded it to
> abuse at sti.net.  I don't see any way to do this
> without some programming.  Am
> I missing something?
> 
> Verne Baxter
> Network Technician
> Sierra Tel Internet (STI)
> verneb at sti.net
> http://www.sti.net
> +1(559)683-7600 Extension 202
> 







From ken at freeswan.ca  Mon Sep  8 14:57:57 2003
From: ken at freeswan.ca (Ken Bantoft)
Date: Mon, 8 Sep 2003 14:57:57 -0400 (EDT)
Subject: [rt-users] Custom Scrip | AutoAssign Code Sample
In-Reply-To: <902713D75A418B4B8422C9F861D7E2710678B7@exchange01.ad.introspect.net>
Message-ID: <Pine.LNX.4.44.0309081443030.23213-100000@icmp.vpsn.net>

On Mon, 8 Sep 2003, Daryl G. Jurbala wrote:

> > -----Original Message-----
> > From: Gary Rule [mailto:grule at bbn.com] 
> > Sent: Monday, September 08, 2003 2:03 PM
> > To: rt-users at lists.fsck.com
> > Subject: [rt-users] Custom Scrip
> > 
> > 
> > Hello,
> >      I'm looking for either a scrip to notify a particular 
> > email address when a new ticket his the queue or a good place 
> > with documentation on how to write custom scrips. 
> > 
> > 
> > Basically I want an email to go to our department email list 
> > when a new ticket is generated. I'm assuming to write this 
> > myself I will need to whip up some perl but I'm not sure how 
> > involved it will be. Are there any resources out there for 
> > beginning scrip writers?
> [...]
> 
> I recently asked a similar question (except I want to send a stipped
> down template to a pager's email address) and it was suggested that I
> use AdminCC.  For me, that won't work, as I'm using both CC's and
> AdminCC's for other purposes.
> 
> Hopefully someone can answer this question....I'm sure more than just
> the two of us could use this information.
> 
> Daryl

I won't directly answer it, but I'll post some code that should do the 
trick with some modifications.

---
Problem: I needed to autoassign tickets to individuals based on a 
CustomField (eg: Server, Desktop, VPN, Phone System, etc...).  So I wrote 
this... it seems to work okay for us on 3 queues.  RT 3.0.3

Description:  AutoAssign
Condition: On Create
Custom Condition: 
Action: User Defined

Custom action preparation code:
my $retval = undef;
if ( defined( $self->TicketObj->OwnerObj->id ) ){
    # Only change tickets where ID is *not* already set - eg: New Tickets
    if( $self->TicketObj->OwnerObj->Id == $RT::Nobody->Id ){
        $RT::Logger->info("AutoAssign: New Ticket with no owner - Autoassigning");
	$retval = 1;
    }
}
return ($retval);


Custom action cleanup code:

use RT::Ticket;
use RT::User;
use RT::CustomField;
use RT::AutoAssign;

my $retval = undef;

my $handle = DBIx::SearchBuilder::Handle->new();

# Change to your DB info.  Should probably rewrite to pull from 
# RT_SiteConfig.pm - patches welcome.
$handle->Connect( 'Driver' => 'mysql','Database' => 'rt3', 
'Host' => 'localhost', 'User' => 'rt_user','Password' => 'rt_pass');


my $s = new AutoAssign($handle);

# Get the list of Custom Fields
my $CustomFields = $self->TicketObj->QueueObj->CustomFields();

# Use the 1st field for our purposes
my $CustomField = $CustomFields->Next();

# List of *value* of the custom field.
my $Values  = $self->TicketObj->CustomFieldValues($CustomField->id);

# List of valid values for this custom field
my $CustomFieldValues = $CustomField->Values();

my $assigned = 0;
# Cycle through possible values...
while (my $value = $CustomFieldValues->Next) {
        # If we match up...
        if ($Values->HasEntry($value->Name)) {
                # Do stuff
                my $name = $value->Name;
                my $id = $value->id;
                $s->LoadByCol('SubQueueid', $id);
                $retval = $self->TicketObj->SetOwner($s->Userid());
                $RT::Logger->info("AutoAssign: Result code is $retval");
                $assigned = 1;
        }
}
if ($assigned != 1) {
        # AutoAssign to dlaskey (67) for no match
        $retval = $self->TicketObj->SetOwner(67);
        $RT::Logger->info("AutoAssign: Result code is $retval");
}

                                        
return ($retval);


Template: Global Template: Blank

---
I've got a module (AutoAssign.pm) defined to describe the table I used, 
which is basically just Users.id -> CustomFieldValues.id mapping.  Email 
me if you want/need a copy - it's a bit uglier that I'd like to admit :)

For your needs, just change the CleanUp Code to like:

$retval = $self->TicketObj->AddWatcher(Type => 'Cc', Email => 'user at host.com')

Or if, as you indicated you can't use the AdminCCm and just want a one-off 
email, then:

use RT::Action::SendEmail;

and then run perldoc /opt/rt3/lib/RT/Actions/SendEmail.pm to see the 
functions to set the To/CC/Subject/Content etc...


Ken




From jjasen at datafoundation.com  Mon Sep  8 15:14:11 2003
From: jjasen at datafoundation.com (John Jasen)
Date: Mon, 8 Sep 2003 15:14:11 -0400 (EDT)
Subject: [rt-users] rt-cvsgate
Message-ID: <Pine.LNX.4.44.0309081507520.20676-200000@duellist.datafoundation.com>


I pulled down rt-cvsgate from http://www.fsck.com/pub/rt/contrib/3.0/, but 
ran into some problems with it.

I'm not, by any means, the premier perl hacker, but ...

+ mail notification now works.
+ no undefined variable errors when being run.

I'm not quite sure if the ability to resolve tickets, change the subject, 
etc still work, as it seems that these are dependant on an 'enhanced 
mailgate' which I could not find. And besides, things like resolving 
tickets are restricted to the person who admins that queue here ...

regardless, I hope someone gets some use out of this.

If the original author or current maintainer see this, feel free to get 
ahold of me.




-------------- next part --------------
#!/usr/bin/perl -w

# {{{ Docs
# -*-Perl-*-
#
#ident	"@(#)ccvs/contrib:$Name:  $:$Id: rt-commit-handler,v 1.10 2002/01/30 03:33:53 jesse Exp $"
#
# Perl filter to handle the log messages from the checkin of files in multiple
# directories.	This script will group the lists of files by log message, and
# send one piece of mail per unique message, no matter how many files are
# committed.

=head1 NAME rt-cvsgate

=head1 USAGE



=head2 Regular use

Stick the following in in CVSROOT/commitinfo

 ALL	 /opt/rt3/bin/rt-cvsgate --record-last-dir

Stick the following  in CVSROOT/loginfo

 ALL	 /opt/rt3/bin/rt-cvsgate --cvs-root $CVSROOT --rt %{Vvts}

    OR

 ALL	 /opt/rt3/bin/rt-cvsgate --cvs-root $CVSROOT --user `id -urn` --rt %{Vvts}


=head2 Invocation (advanced use)

rt-cvsgate --cvs-root /path/to/cvs/root [--user username] [-d] [-D] [-r] \
		[-M module] [[-m mailto] ...] [[-R replyto] ...] [-f logfile] 


	-d		- turn on debugging
	-m mailto	- send mail to "mailto" (multiple)
	-R replyto	- set the "Reply-To:" to "replyto" (multiple)
	-M modulename	- set module name to "modulename"
	-f logfile	- write commit messages to logfile too
	-D		- generate diff commands
	--rt		- invoke RT commit handler
	--cvs-root	- specify your CVS root 
	--user		- specify your CVSing user (combined with $cvs_domain
			  variable, to create From: address for RT message)

	--record-last-dir -  Record the last directory with changes in
			     pre-commit (commitinfo) mode


=cut

# }}}

use strict;
use Carp;
use Getopt::Long;
use Text::Wrap;
use Digest::MD5;
use MIME::Entity;

use LWP::UserAgent;

use vars
  qw(@MAILER $TMPDIR $FILE_PREFIX $LASTDIR_FILE $HASH_FILE $VERSION_FILE
     $MESSAGE_FILE $MAIL_FILE $DEBUG $MAILTO $REPLYTO $id $MODULE_NAME
     $LOGIN $COMMITLOG $CVS_ROOT $RT_HANDLER $VERSION);

$VERSION = "1.0";

# Configuration settings
my $cvs_user = 'cvs'; # default... overridden by --user
my $cvs_domain = 'DOMAIN.COM'; # $cvs_user@$cvs_domain must be valid
my $rt_address = 'rt at DOMAIN.COM'; # To: address
my $rt_name = 'DOMAIN.COM'; # [$rt_name #1234]
my $rt_url = 'http://www.DOMAIN.COM/rt'; # URL to base of RT site, without trailing '/'


# {{{ Variable setup
$TMPDIR =  '/tmp';
$FILE_PREFIX = $TMPDIR . '/#cvs.';

# The root of your CVS install. we should get this from some smarter place.
# It needs a trailing /

$LASTDIR_FILE = $FILE_PREFIX . "lastdir";
$HASH_FILE    = $FILE_PREFIX . "hash";
$VERSION_FILE = $FILE_PREFIX . "version";
$MESSAGE_FILE = $FILE_PREFIX . "message";
$MAIL_FILE    = $FILE_PREFIX . "mail";

$DEBUG	    = 0;
$RT_HANDLER = 1;

$MAILTO = '';

my @files = ();
my (@log_lines);
my $do_diff = 0;
my $id	    = getpgrp();    # note, you *must* use a shell which does setpgrp()
$LOGIN = getpwuid($<);

# }}}

die "User could not be found" unless ($LOGIN);

# {{{ parse command line arguments (file list is seen as one arg)
#
while ( my $arg = shift @ARGV ) {

    if ( $arg eq '-d' ) {
	$DEBUG = 1;
	warn "Debug turned on...\n";
    }
    elsif ( $arg =~ /^--record-last-dir$/i ) {
	record_last_dir( $id, $ARGV[0] );
	exit(0);
    }
    elsif ( $arg eq '-m' ) {
	$MAILTO .= ", " if $MAILTO;
	$MAILTO .= shift @ARGV;
    }
    elsif ( $arg eq '--rt' ) {
	$RT_HANDLER = 1;
    }
    elsif ( $arg eq '-R' ) {
	$REPLYTO .= ", " if $REPLYTO;
	$REPLYTO .= shift @ARGV;
    }
    elsif ( $arg eq '-M' ) {
	die ("too many '-M' args\n") if $MODULE_NAME;
	$MODULE_NAME = shift @ARGV;
    }
    elsif ( $arg eq '--cvs-root' ) {
	$CVS_ROOT = shift @ARGV;
	$CVS_ROOT .= "/" unless ($CVS_ROOT =~ /\/$/);
    }
    elsif ( $arg eq '--user' ) {
	$cvs_user = shift @ARGV;
    }
    elsif ( $arg eq '-f' ) {
	die ("too many '-f' args\n") if $COMMITLOG;
	$COMMITLOG = shift @ARGV;

	# This is a disgusting hack to untaint $COMMITLOG if we're running from
	# setgid cvs.
	$COMMITLOG = untaint($COMMITLOG);
    }
    elsif ( $arg eq '-D' ) {
	$do_diff = 1;
    }
    else {
	@files = split ( ' ', $arg );
	last;
    }
}

# }}}

$REPLYTO = $LOGIN unless ($REPLYTO);

# for now, the first "file" is the repository directory being committed,
# relative to the $CVSROOT location
#
my $dir = shift @files;

# XXX there are some ugly assumptions in here about module names and
# XXX directories relative to the $CVSROOT location -- really should
# XXX read $CVSROOT/CVSROOT/modules, but that's not so easy to do, since
# XXX we have to parse it backwards.
#
# XXX For now we set the `module' name to the top-level directory name.
#
unless ($MODULE_NAME) {
    ($MODULE_NAME) = split ( '/', $dir, 2 );
}

if ($DEBUG) {
    warn "module - ", $MODULE_NAME, "\n";
    warn "dir	 - ", $dir,	    "\n";
    warn "files  - ", join ( " ", @files ), "\n";
    warn "id	 - ", $id, "\n";
}

# {{{ Check for a new directory or an import command.

#
#    files[0] - "-"
#    files[1] - "New"
#    files[2] - "directory"
#
#    files[0] - "-"
#    files[1] - "Imported"
#    files[2] - "sources"
#
if ( $files[0] eq "-" ) {

    #we just don't care about  New Directory notes
    unless ( $files[1] eq "New" && $files[2] eq "directory" ) {

	my @text = ();

	push @text, build_header();
	push @text, "";

	while ( my $line = <STDIN> ) {
	    chop $line;    # Drop the newline
	    push @text, $line;
	}

	append_logfile( $COMMITLOG, @text ) if ($COMMITLOG);

	mail_notification( $id, @text );
    }

    exit 0;
}

# }}}

# {{{ Collect just the log message from stdin.
#

while ( my $line = <STDIN> ) {
    chop $line;    # strip the newline
    last if ( $line =~ /^Log Message:$/ );
}
while ( my $line = <STDIN> ) {
    chop $line;    # strip the newline
    $line =~ s/\s+$//;	  # strip trailing white space
    push @log_lines, $line;
}

my $md5 = Digest::MD5->new();
foreach my $line (@log_lines) {
    $md5->add( $line . "\n" );
}
my $hash = $md5->hexdigest();

warn "hash = $hash\n" if ($DEBUG);

if ( !-e "$MESSAGE_FILE.$id.$hash" ) {
    append_logfile( "$HASH_FILE.$id",	   $hash );
    write_file( "$MESSAGE_FILE.$id.$hash", @log_lines );
}

# }}}

# Spit out the information gathered in this pass.

append_logfile( "$VERSION_FILE.$id.$hash", $dir . '/', @files );

# {{{ Check whether this is the last directory.  If not, quit.

warn "Checking current dir against last dir $LASTDIR_FILE.$id\n" if ($DEBUG);

my @last_dir = read_file("$LASTDIR_FILE.$id");

unless ($CVS_ROOT) {
    die "No cvs root specified with --cvs-root. Can't continue.";
}

if ( $last_dir[0] ne $CVS_ROOT . $dir ) {
    warn "Current directory $CVS_ROOT$dir is not last directory $last_dir[0].\n"
      if ($DEBUG);
    exit 0;
}

# }}}

# {{{ End Of Commits!
#

# This is it.  The commits are all finished.  Lump everything together
# into a single message, fire a copy off to the mailing list, and drop
# it on the end of the Changes file.
#

#
# Produce the final compilation of the log messages
#

my @hashes = read_file("$HASH_FILE.$id");
my (@text);

push @text, build_header();
push @text, "";

my ( @added_files, @modified_files, @removed_files );

foreach my $hash (@hashes) {

    # In case we're running setgid, make sure the hash file hasn't been hacked.
    $hash =~ m/([a-z0-9]*)/ || die "*** Hacking attempt detected\n";
    $hash = $1;

    my @files	  = read_file("$VERSION_FILE.$id.$hash");
    my @log_lines = read_file("$MESSAGE_FILE.$id.$hash");

    my $working_on_dir;    # gets set as we iterate through the files.
    foreach my $file (@files) {

	#If we've entered a new directory, make a note of that and remove the trailing /

	if ( $file =~ s'\/$'' ) {
	    $working_on_dir = $file;
	    next;
	}

	my @file_entry = ( split ( ',', $file, 4 ), $working_on_dir );

	# file_entry looks like ths:

	# 0	   1	      2	     3	      4
	# Old rev : new rev : tag:   file    :directory	
	my $entry = {};
	$entry->{'old'}  = $file_entry[0];
	$entry->{'new'}  = $file_entry[1];
	$entry->{'tag'}  = $file_entry[2];
	$entry->{'file'} = $file_entry[3];
	$entry->{'dir'}  = $file_entry[4];

	if ( $file_entry[0] eq 'NONE' ) {
	    $entry->{'old'} = '0';
	    push @added_files, $entry;
	}
	elsif ( $file_entry[1] eq 'NONE' ) {
	    $entry->{'new'} = '0';
	    push @removed_files, $entry;
	}
	else {
	    push @modified_files, $entry;
	}
    }
}

# }}}

# {{{ start building up the body

# Strip leading and trailing blank lines from the log message.	Also
# compress multiple blank lines in the body of the message down to a
# single blank line.
#

my $blank = 1;
@log_lines = map {
    my $wasblank = $blank;
    $blank = $_ eq '';
    $blank && $wasblank ? () : $_;
} @log_lines;

pop @log_lines if $blank;

@modified_files = order_and_summarize_diffs(@modified_files);
@added_files	= order_and_summarize_diffs(@added_files);
@removed_files	= order_and_summarize_diffs(@removed_files);

push @text, "Modified Files:", format_lists(@modified_files)
  if (@modified_files);

push @text, "Added Files:", format_lists(@added_files) if (@added_files);

push @text, "Removed Files:", format_lists(@removed_files) if (@removed_files);

push @text, "", "Log Message", @log_lines if (@log_lines);

push @text, "";

if ($RT_HANDLER) {
    rt_handler(join('', format_diffs( @modified_files, @added_files, @removed_files )), @log_lines);
}

if ($COMMITLOG) {
    append_logfile( $COMMITLOG, @text );
}

if ($do_diff) {
    push @text, "";
    push @text, "To generate a diff of this commit:";
    push @text, format_diffs( @modified_files, @added_files, @removed_files );
    push @text, "";
}

# }}}

# {{{ Mail out the notification.

mail_notification( $id, @text );

# }}} 

# {{{ clean up

unless ($DEBUG) {
    $hash = untaint($hash);
    $id   = untaint($id);
    unlink "$VERSION_FILE.$id.$hash";
    unlink "$MESSAGE_FILE.$id.$hash";
    unlink "$MAIL_FILE.$id";
    unlink "$LASTDIR_FILE.$id";
    unlink "$HASH_FILE.$id";
}

# }}}

exit 0;

# {{{ Subroutines
#

# {{{ append_logfile
sub append_logfile {
    my $filename = shift;
    my (@lines) = @_;

    $filename = untaint($filename);

    open( FILE, ">>$filename" )
      || die ("Cannot open file $filename for append.\n");
    foreach my $line (@lines) {
	print FILE $line . "\n";
    }
    close(FILE);
}

# }}}

# {{{ write_file
sub write_file {
    my $filename = shift;
    my (@lines) = @_;

    $filename = untaint($filename);

    open( FILE, ">$filename" )
      || die ("Cannot open file $filename for write.\n");
    foreach my $line (@lines) {
	print FILE $line . "\n";
    }
    close(FILE);
}

# }}}

# {{{ read_file
sub read_file {
    my $filename = shift;
    my (@lines);

    open( FILE, "<$filename" )
      || die ("Cannot open file $filename for read.\n");
    while ( my $line = <FILE> ) {
	chop $line;
	push @lines, $line;
    }
    close(FILE);

    return (@lines);
}

# }}}

# {{{ sub format_lists

sub format_lists {
    my @items = (@_);

    my $files = "";
    map {
	$_->{'files'} && ( $files .= ' ' . join ( ' ', @{ $_->{'files'} } ) );
    } @items;

    my @lines = wrap( "\t", "\t\t", $files );
    return (@lines);

}

# }}}

# {{{ sub format_diffs

sub format_diffs {
    my @items = (@_);

    my @lines;
    foreach my $item (@items) {
	next unless ( $item->{'files'} );
	push ( @lines,
	    "cvs diff -r"
	      . $item->{'old'} . " -r"
	      . $item->{'new'} . " "
	      . join ( " ", @{ $item->{'files'} } ) . "\n" );

    }

    @lines = fill( "\t", "\t\t", @lines );

    return (@lines);
}

# }}}

# {{{ sub order_and_summarize_diffs {

# takes an array of file items
# returns a sorted array of fileset items, which are like file items, except they can have an array of files, rather than 
# a singleton file.

sub order_and_summarize_diffs {

    my @files = (@_);

    # Sort by tag, dir, file.
    @files = sort {
	$a->{'tag'} cmp $b->{'tag'}
	  || $a->{'dir'} cmp $b->{'dir'}
	  || $a->{'file'} cmp $b->{'file'};
    } @files;

    # Combine adjacent rows that are the same modulo the file name.

    my @items = (undef);

    foreach my $file (@files) {
	if ( $#items == -1    #if it's empty
	    || ( !defined $items[-1]->{'old'}
		|| $items[-1]->{'old'} ne $file->{'old'} )
	    || ( !defined $items[-1]->{'new'}
		|| $items[-1]->{'new'} ne $file->{'new'} )
	    || ( !defined $items[-1]->{'tag'}
		|| $items[-1]->{'tag'} ne $file->{'tag'} ) )
	{

	    push ( @items, $file );
	}
	push ( @{ $items[-1]->{'files'} },
	    $file->{'dir'} . "/" . $file->{'file'} );
    }

    return (@items);
}

# }}}

# {{{ build_header

sub build_header {
    my $now    = gmtime;
    my $header =
      sprintf( "Module Name:\t%s\nCommitted By:\t%s\nDate:\t\t%s %s %s",
	$MODULE_NAME, $LOGIN, substr( $now, 0, 19 ), "UTC",
	substr( $now, 20, 4 ) );
    return ($header);
}

# }}}

# {{{ mail_notification
sub mail_notification {
    my $id = shift;
    my (@text) = @_;
    write_file( "$MAIL_FILE.$id", "From: " . $LOGIN,
	"Subject: CVS commit: " . $MODULE_NAME, "To: " . $MAILTO,
	"Reply-To: " . $REPLYTO,		"", "", @text );

    my $entity = MIME::Entity->build(
	From	   => $LOGIN,
	To	   => $MAILTO,
	Subject    => "CVS commit: " . $MODULE_NAME,
	'Reply-To' => $REPLYTO,
	Data	   => join("\n", at text)
    );
#
# FIXME - This doesn't work, due to lack of RT config
#
#   if ( $RT::MailCommand eq 'sendmailpipe' ) {
#	open( MAIL, "|$RT::SendmailPath $RT::SendmailArguments" )
	open( MAIL, "|/usr/lib/sendmail -oi -t -ODeliveryMode=b -OErrorMode=m" )
	  || die "Couldn't send mail: " . $@ . "\n";
	print MAIL $entity->as_string;
	close(MAIL);
#   }
#   else {
#	$entity->send( $RT::MailCommand, $RT::MailParams );
#   }

}

# }}}

# {{{ sub record_last_dir

sub record_last_dir {
    my $id  = shift;
    my $dir = shift;

    # make a note of this directory. later, we'll use this to 
    # figure out if we've gone through the whole commit,
    # for something that is a bad mockery of attomic commits.

    warn "about to write $dir to $LASTDIR_FILE.$id" if ($DEBUG);

    write_file( "$LASTDIR_FILE.$id", $dir );
}

# }}}

# {{{ Get the RT stuff set up

# {{{ sub rt_handler 

sub rt_handler {
    my $diffCommands = shift;

    my $ticket = '';
    my $opts;
    my $act;
    my $subject;
    my $ticketMessage;

    push @_, '#0'; # Hack to make sure we do parsing at end of message

    foreach my $line (@_) {
	if ($line =~ /^#([0-9][0-9,]*)(:?[sdr!]+)*$/) {
	    my $newTicket = $1;
	    my $newOpts = $2;
	    if ($newOpts) {
		$opts = $newOpts;
	    }
	    else {
		$opts = '';
            }

	    if ($ticket ne '' and $ticket ne '0') {
		foreach my $tickNo (split(/,/, $ticket)) {
		    # Append diff instructions, if option requests we do so
		    $ticketMessage .= "\nTo generate a diff of this commit:\n$diffCommands" 
			if ($opts =~ /d/);

		    # Prepend standard mail headers to ticket message
		    # Probably doesn't need a To:, really.
		    $ticketMessage = "From: $cvs_user\@$cvs_domain\nTo: $rt_address\nSubject: [$rt_name #$tickNo] $subject\n\n$ticketMessage";

		    my %args = (
			action	=> $act,
			message => $ticketMessage,
			SessionType => 'REST'	  # Suppress login box
		    );

		    my $ua = LWP::UserAgent->new();

		    # do we need to do this? the mailgate option isn't even documented, so i guess not.
		    #$ua->cookie_jar( { file => $opts{jar} } );

		    my $r = $ua->post( "$rt_url/REST/1.0/NoAuth/mail-gateway", {%args} );

		    if (! $r->is_success()) {
			print "rt-cvsgate: Server failure on ticket #$tickNo!\n";
		    }
		}
	    }

	    $ticketMessage = '';
	    $subject = '';
	    $ticket = $newTicket;
	    if ($newOpts) {
                $opts = $newOpts;
            }
            else {
                $opts = '';
            }
            print "options:".$opts."\n";
	    $act = 'comment';

	    $act = 'correspond' if ($opts =~ /r/); # Reply, not comment
	    $subject = 'CVS Commit' unless ($opts =~ /s/); # Set subject to default, or first non-blank line?
	    print "subject:".$subject."\n";
	    $ticketMessage .= "Status: resolved\n" if ($opts =~ /!/); # Resolve ticket?
	} elsif ($ticket ne '' and $ticket ne '0') {
	    if ($opts =~ /s/ && $subject eq '') {
		$subject = $line;
	    } else {
		$ticketMessage .= "$line\n";
	    }
	}
    }
}

# }}}

# {{{ sub untaint 
sub untaint {
    my $val = shift;

    if ( $val =~ /^([-\#\/\w.]+)$/ ) {
	$val = $1;    # $data now untainted
    }
    else {
	die "Bad data in $val";    # log this somewhere
    }
    return ($val);
}

# }}}

=head1 AUTHOR

  Copyright (c) 1996-2002 Jesse Vincent <jesse at bestpractical.com>

  rt-commit-handler is a rewritten version of the NetBSD commit handler,
  which was placed in the public domain by Charles Hannum. It bore the following
  authors statement:

 Contributed by David Hampton <hampton at cisco.com>
 Hacked greatly by Greg A. Woods <woods at planix.com>
 Rewritten by Charles M. Hannum <mycroft at netbsd.org>

=cut



From adamh at densi.com  Mon Sep  8 15:20:22 2003
From: adamh at densi.com (Adam Hooper)
Date: Mon, 08 Sep 2003 15:20:22 -0400
Subject: [rt-users] RT daytabase initialization problem
In-Reply-To: <5.2.1.1.0.20030908123808.067a00f0@iwapps3.iwapps.com>
References: <5.2.1.1.0.20030908123808.067a00f0@iwapps3.iwapps.com>
Message-ID: <3F5CD676.6020304@densi.com>

Your DBD::mysql is broken. It's not linking to libmysqlclient.so. This 
isn't an RT issue... but the stuff to try first:
- 'locate libmysqlclient.so'
- make sure its path is in /etc/ld.so.conf
- re-run /sbin/ldconfig (as root)

Didn't DBD::mysql fail the 'make test'?

-- 
Adam Hooper
adamh at densi.com

Leon Sonntag wrote:
> It has been a struggle (for some reason) butI have RT 3.0.4 installed on 
> my RH8 system. I using mySQL 4.0.14 and Apache 1.3.28.
> 
> When I rub the "make initialize-database" I get this:
> /usr/bin/perl: relocation error: 
> /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/auto/DBD/mysql/mysql.so: 
> undefined symbol: mysql_init
> make: *** [initialize-database] Error 127
> 
> Any ideas????
> 
> 
> Most anything is easy after you've done it successfully a few times
> 
> Leon Sonntag
> Innovative Web Applications
> leon at iwa-solutions dot com
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From leon at iwa-solutions.com  Mon Sep  8 15:33:54 2003
From: leon at iwa-solutions.com (Leon Sonntag)
Date: Mon, 08 Sep 2003 13:33:54 -0600
Subject: [rt-users] RT daytabase initialization problem
In-Reply-To: <3F5CD676.6020304@densi.com>
References: <5.2.1.1.0.20030908123808.067a00f0@iwapps3.iwapps.com>
 <5.2.1.1.0.20030908123808.067a00f0@iwapps3.iwapps.com>
Message-ID: <5.2.1.1.0.20030908132938.0363c370@iwapps3.iwapps.com>

At 03:20 PM 9/8/2003 -0400, Adam Hooper wrote:
>Your DBD::mysql is broken. It's not linking to libmysqlclient.so. This 
>isn't an RT issue... but the stuff to try first:
>- 'locate libmysqlclient.so'
>- make sure its path is in /etc/ld.so.conf
>- re-run /sbin/ldconfig (as root)

Thanks for the suggestions....Unfortunately, it didn't stop OR change the 
error message.  And this is even after compiling mySQL from a source 
tarball.  Any suggestions on redoing mySQL?


>Didn't DBD::mysql fail the 'make test'?

No, It found 2.1018  that's what is so mystifying         !@#$


>--
>Adam Hooper
>adamh at densi.com
>
>Leon Sonntag wrote:
>>It has been a struggle (for some reason) butI have RT 3.0.4 installed on 
>>my RH8 system. I using mySQL 4.0.14 and Apache 1.3.28.
>>When I rub the "make initialize-database" I get this:
>>/usr/bin/perl: relocation error: 
>>/usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/auto/DBD/mysql/mysql.so: 
>>undefined symbol: mysql_init
>>make: *** [initialize-database] Error 127
>>Any ideas????
>>
>>Most anything is easy after you've done it successfully a few times
>>Leon Sonntag
>>Innovative Web Applications
>>leon at iwa-solutions dot com
>>_______________________________________________
>>rt-users mailing list
>>rt-users at lists.fsck.com
>>http://lists.fsck.com/mailman/listinfo/rt-users
>>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Most anything is easy after you've done it successfully a few times

Leon Sonntag
Innovative Web Applications
leon at iwa-solutions dot com 



From RT at InterCept.Net  Mon Sep  8 16:16:14 2003
From: RT at InterCept.Net (RT)
Date: Mon, 8 Sep 2003 16:16:14 -0400
Subject: [rt-users] Custom Scrip
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB259575@icptex02.corp.icpt.net>

You could add that e-mail address as a user, then add it as a cc watcher
on that queue. Then setup a script on that queue to notifycc only when a
ticket is created

Michael

-----Original Message-----
From: Gary Rule [mailto:grule at bbn.com] 
Posted At: Monday, September 08, 2003 2:03 PM
Posted To: RT
Conversation: [rt-users] Custom Scrip
Subject: [rt-users] Custom Scrip

Hello,
     I'm looking for either a scrip to notify a particular email address
when a new ticket his the queue or a good place with documentation on
how to write custom scrips. 


Basically I want an email to go to our department email list when a new
ticket is generated. I'm assuming to write this myself I will need to
whip up some perl but I'm not sure how involved it will be. Are there
any resources out there for beginning scrip writers?


TIA
Gary

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 joseph85750 at yahoo.com  Mon Sep  8 16:17:08 2003
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Mon, 8 Sep 2003 13:17:08 -0700 (PDT)
Subject: [rt-users] Custom Scrip
In-Reply-To: <902713D75A418B4B8422C9F861D7E2710678B7@exchange01.ad.introspect.net>
Message-ID: <20030908201708.35114.qmail@web13107.mail.yahoo.com>

It wouldn't be that tough with a simple (quite simple)
perl script.  I did something similar as a spam
filter.  My configuration goes something like this:
1) in /etc/aliases, I do not have the normal entry:

general: "|/opt/rt2/bin/rt-mailgate --queue general
--action correspond"

Instead, I have:

general: "|/home/gman/scripts/filter.pl"

The 'filter.pl' reads the body of the email into an
array.  If the body contains certain spam text, the
script exits (therefore, nothing goes into RT); if the
body contains no spam keywords, I do this:

open (PIPE, "|/opt/rt2/bin/rt-mailgate --queue general
--action correspond"
);
print PIPE @message;
close PIPE;

So, for your case, you could do something similar. 
But instead of dropping the message if there is spam,
you check the body for:
[your.domain.here #  (something that shows up in the
title after RT already saw it, since you only are
interested in new tickets).
If the body contains the above, you simply pass it
along to RT with the PIPE; if the body doesn't contain
the above, you generate an email to the address
interested in new messages, as well as pass it to RT
via the PIPE.

If you want examples of my perl code, I can provide.


--- "Daryl G. Jurbala" <daryl at introspect.net> wrote:
> > -----Original Message-----
> > From: Gary Rule [mailto:grule at bbn.com] 
> > Sent: Monday, September 08, 2003 2:03 PM
> > To: rt-users at lists.fsck.com
> > Subject: [rt-users] Custom Scrip
> > 
> > 
> > Hello,
> >      I'm looking for either a scrip to notify a
> particular 
> > email address when a new ticket his the queue or a
> good place 
> > with documentation on how to write custom scrips. 
> > 
> > 
> > Basically I want an email to go to our department
> email list 
> > when a new ticket is generated. I'm assuming to
> write this 
> > myself I will need to whip up some perl but I'm
> not sure how 
> > involved it will be. Are there any resources out
> there for 
> > beginning scrip writers?
> [...]
> 
> I recently asked a similar question (except I want
> to send a stipped
> down template to a pager's email address) and it was
> suggested that I
> use AdminCC.  For me, that won't work, as I'm using
> both CC's and
> AdminCC's for other purposes.
> 
> Hopefully someone can answer this question....I'm
> sure more than just
> the two of us could use this information.
> 
> Daryl
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm


__________________________________
Do you Yahoo!?
Yahoo! SiteBuilder - Free, easy-to-use web site design software
http://sitebuilder.yahoo.com


From dredd at megacity.org  Mon Sep  8 17:58:23 2003
From: dredd at megacity.org (Derek J. Balling)
Date: Mon, 8 Sep 2003 17:58:23 -0400
Subject: [rt-users] EX_TEMPFAIL
Message-ID: <9150E104-E247-11D7-A439-00039384A830@megacity.org>

My RT installation is up and running *Except* the mail gateway

I get in my mail.log:

Sep  8 17:55:19 knightsbridge sm-mta[27888]: h88List8027395: to="| 
/opt/rt3/bin/rt-mailgate --queue HelpDesk --action correspond --url 
https://rt.byramhealthcare.com/", 
ctladdr=<helpdesk at rt.byramhealthcare.com> (8/0), delay=00:10:25, 
xdelay=00:00:00, mailer=prog, pri=392919, dsn=4.0.0, stat=Deferred: 
prog mailer (/usr/lib/sm.bin/smrsh) exited with EX_TEMPFAIL

come to think of it... I get it... I know the problem but not the 
solution.

I use LDAP/ExternalAuth for login... how do I configure RT to do that 
in its URL? Right now, it's probably getting 403/forbiddens...

D



From pdh at snapgear.com  Mon Sep  8 20:03:09 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 9 Sep 2003 10:03:09 +1000
Subject: [rt-users] How Do You Change the Requestor?
In-Reply-To: <000e01c3761c$78150070$2c627640@verneblaptop>
References: <000e01c3761c$78150070$2c627640@verneblaptop>
Message-ID: <20030909000309.GE628@moreton.com.au>

verneb at sti.net wrote:
> I use RT2.0 to manage the email sent to abuse at sti.net.  When the email is
> sent directly from the original requestor to the abuse address the process
> works fine.  However, a good amount of the time the abuse complaint is sent
> to other company addresses (ipadmin, webmaster, support etc) then gets
> forwarded to abuse at sti.net.  I would like to glean the actual complainants
> email address from the forward and make it the Requestor, not
> ipadmin at sti.net or webmaster at sti.net or whoever forwarded it to
> abuse at sti.net.  I don't see any way to do this without some programming.  Am
> I missing something?

(Train your users to) "bounce" the message instead of "forwarding"
it (this does assume a half-reasonable MUA, however....)
-- 
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 lawson at home.se  Tue Sep  9 04:37:58 2003
From: lawson at home.se (=?ISO-8859-1?Q?Alexander_St=E5hlberg?=)
Date: Tue, 09 Sep 2003 10:37:58 +0200
Subject: [rt-users] Installation on debian Woody
Message-ID: <3F5D9166.3070205@home.se>

Have anyone installed RT on debian Woody?

Which additional packages do I need?



From Samuel.Senoner at eurac.edu  Tue Sep  9 04:43:40 2003
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Tue, 9 Sep 2003 10:43:40 +0200
Subject: [rt-users] Installation on debian Woody
Message-ID: <8ABC35686C73554691F3481C4023BE5E933176@abz01be.eurac.edu>

In debian it is very easy.
Apt-get install request-tracker3
It installs automatically all packages, except those where you can select.
So you have to install separatly the db, I use postgres.
I can't remember if apache is also installed.

In docs you can find INSTALL.Debian, it explains exactly how to go on with your installation.

Samuel 


-----Original Message-----
From: Alexander St?hlberg [mailto:lawson at home.se] 
Sent: Tuesday,09 September,2003 10:38
To: rt-users at lists.fsck.com

Have anyone installed RT on debian Woody?

Which additional packages do I need?

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 stephen.quinney at computing-services.oxford.ac.uk  Tue Sep  9 04:55:16 2003
From: stephen.quinney at computing-services.oxford.ac.uk (Stephen Quinney)
Date: Tue, 9 Sep 2003 09:55:16 +0100
Subject: [rt-users] Installation on debian Woody
In-Reply-To: <8ABC35686C73554691F3481C4023BE5E933176@abz01be.eurac.edu>
References: <8ABC35686C73554691F3481C4023BE5E933176@abz01be.eurac.edu>
Message-ID: <20030909085516.GC26107@computing-services.oxford.ac.uk>

On Tue, Sep 09, 2003 at 10:43:40AM +0200, Senoner Samuel wrote:
> In debian it is very easy.
> Apt-get install request-tracker3
> It installs automatically all packages, except those where you can select.
> So you have to install separatly the db, I use postgres.
> I can't remember if apache is also installed.
> 
> In docs you can find INSTALL.Debian, it explains exactly how to go
> on with your installation.

It's really great to hear that people think it is easy to install rt3
on Debian sid/sarge. However, the original poster was asking about
installing onto Debian woody. This isn't easy right now although I
have done it. I have nearly all the necessary backported packages (but
not mysql or apache2 for instance) and I am just about to work on
putting together an apt repository. This should provide everything for
an apache1.3, mod_perl based install using postgres.

I will post details here when the repository is available.

Stephen Quinney <sjq at debian.org>


From anfa at edu.nykoping.se  Tue Sep  9 05:02:48 2003
From: anfa at edu.nykoping.se (Andreas Falk)
Date: Tue, 9 Sep 2003 11:02:48 +0200
Subject: SV: [rt-users] Installation on debian Woody
In-Reply-To: <8ABC35686C73554691F3481C4023BE5E933176@abz01be.eurac.edu>
Message-ID: <000701c376b1$2470ff60$c601040a@edu.nykoping.ad>

But is that woody (stable)?.

When I searched debian.org packets i found rt3 in sid and sarge.
Or are there any backports for woody?

// Regards Falk


-----Ursprungligt meddelande-----
Fr?n: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
F?r Senoner Samuel
Skickat: den 9 september 2003 10:44
Till: Alexander St?hlberg; rt-users at lists.fsck.com
?mne: RE: [rt-users] Installation on debian Woody


In debian it is very easy.
Apt-get install request-tracker3
It installs automatically all packages, except those where you can select.
So you have to install separatly the db, I use postgres. I can't remember if
apache is also installed.

In docs you can find INSTALL.Debian, it explains exactly how to go on with
your installation.

Samuel 


-----Original Message-----
From: Alexander St?hlberg [mailto:lawson at home.se] 
Sent: Tuesday,09 September,2003 10:38
To: rt-users at lists.fsck.com

Have anyone installed RT on debian Woody?

Which additional packages do I need?

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 Samuel.Senoner at eurac.edu  Tue Sep  9 05:04:59 2003
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Tue, 9 Sep 2003 11:04:59 +0200
Subject: [rt-users] Installation on debian Woody
Message-ID: <8ABC35686C73554691F3481C4023BE5E93317B@abz01be.eurac.edu>

I am running request-tracker on debian woody
Kernel 2.2 and on kernel 2.4
I installed the 3.0.2 version some time ago, and there postgres and
mod_apache1 for apache1.3, which I can't remember if it is alredy
installed or not..

Samuel


-----Original Message-----
From: Stephen Quinney
[mailto:stephen.quinney at computing-services.oxford.ac.uk] 
Sent: Tuesday,09 September,2003 10:55
To: rt-users at lists.fsck.com

On Tue, Sep 09, 2003 at 10:43:40AM +0200, Senoner Samuel wrote:
> In debian it is very easy.
> Apt-get install request-tracker3
> It installs automatically all packages, except those where you can
select.
> So you have to install separatly the db, I use postgres.
> I can't remember if apache is also installed.
> 
> In docs you can find INSTALL.Debian, it explains exactly how to go on 
> with your installation.

It's really great to hear that people think it is easy to install rt3 on
Debian sid/sarge. However, the original poster was asking about
installing onto Debian woody. This isn't easy right now although I have
done it. I have nearly all the necessary backported packages (but not
mysql or apache2 for instance) and I am just about to work on putting
together an apt repository. This should provide everything for an
apache1.3, mod_perl based install using postgres.

I will post details here when the repository is available.

Stephen Quinney <sjq at debian.org>
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

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




From Samuel.Senoner at eurac.edu  Tue Sep  9 05:09:51 2003
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Tue, 9 Sep 2003 11:09:51 +0200
Subject: [rt-users] Installation on debian Woody
Message-ID: <8ABC35686C73554691F3481C4023BE5E93317C@abz01be.eurac.edu>

I have to use woody unstable.

SAmuel 


-----Original Message-----
From: Andreas Falk [mailto:anfa at edu.nykoping.se] 
Sent: Tuesday,09 September,2003 11:03
To: rt-users at lists.fsck.com

But is that woody (stable)?.

When I searched debian.org packets i found rt3 in sid and sarge.
Or are there any backports for woody?

// Regards Falk


-----Ursprungligt meddelande-----
Fr?n: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
F?r Senoner Samuel
Skickat: den 9 september 2003 10:44
Till: Alexander St?hlberg; rt-users at lists.fsck.com
?mne: RE: [rt-users] Installation on debian Woody


In debian it is very easy.
Apt-get install request-tracker3
It installs automatically all packages, except those where you can select.
So you have to install separatly the db, I use postgres. I can't remember if apache is also installed.

In docs you can find INSTALL.Debian, it explains exactly how to go on with your installation.

Samuel 


-----Original Message-----
From: Alexander St?hlberg [mailto:lawson at home.se]
Sent: Tuesday,09 September,2003 10:38
To: rt-users at lists.fsck.com

Have anyone installed RT on debian Woody?

Which additional packages do I need?

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

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


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

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

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

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




From cubic at acronis.ru  Tue Sep  9 05:29:03 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Tue, 09 Sep 2003 13:29:03 +0400
Subject: [rt-users] RT daytabase initialization problem
In-Reply-To: <5.2.1.1.0.20030908132938.0363c370@iwapps3.iwapps.com>
References: <5.2.1.1.0.20030908123808.067a00f0@iwapps3.iwapps.com> <5.2.1.1.0.20030908123808.067a00f0@iwapps3.iwapps.com> <5.2.1.1.0.20030908132938.0363c370@iwapps3.iwapps.com>
Message-ID: <3F5D9D5F.6050507@acronis.ru>

Leon Sonntag wrote:

> At 03:20 PM 9/8/2003 -0400, Adam Hooper wrote:
>
>> Your DBD::mysql is broken. It's not linking to libmysqlclient.so. 
>> This isn't an RT issue... but the stuff to try first:
>> - 'locate libmysqlclient.so'
>> - make sure its path is in /etc/ld.so.conf
>> - re-run /sbin/ldconfig (as root)
>
>
> Thanks for the suggestions....Unfortunately, it didn't stop OR change 
> the error message.  And this is even after compiling mySQL from a 
> source tarball.  Any suggestions on redoing mySQL?
>
>> Didn't DBD::mysql fail the 'make test'?
>
>
> No, It found 2.1018  that's what is so mystifying         !@#$

As I have understood you upgrade your mysql, Apache instalation.
DBD::mysql driver partly writed in C couse of it you have to update its 
instalation.
Also if you have upgraded perl you have to reinstall all perl modules.

PS: mysql client work fine?

>
>> -- 
>> Adam Hooper
>> adamh at densi.com
>>
>> Leon Sonntag wrote:
>>
>>> It has been a struggle (for some reason) butI have RT 3.0.4 
>>> installed on my RH8 system. I using mySQL 4.0.14 and Apache 1.3.28.
>>> When I rub the "make initialize-database" I get this:
>>> /usr/bin/perl: relocation error: 
>>> /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/auto/DBD/mysql/mysql.so: 
>>> undefined symbol: mysql_init
>>> make: *** [initialize-database] Error 127
>>> Any ideas????
>>>




From bsegal at DECARIE.COM  Tue Sep  9 08:19:55 2003
From: bsegal at DECARIE.COM (Bruce Segal)
Date: Tue, 9 Sep 2003 08:19:55 -0400
Subject: [rt-users] EX_TEMPFAIL
Message-ID: <EAA370484CA7FD42AD5841BEDD4203BB484188@nts1.decarie.com>

I do something like...

rt: |"/usr/local/www/data/rt3/bin/rt-mailgate --queue Computer --action correspond --url http://userid:password at rt.decarie.com/"

I'm using a modified Apache::AuthNetLDAP to authorize through Active Directory.  
 
This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail.

All outgoing e-mail scanned by Sybari Antigen v7.5 build 1133


From datkinson at sevenww.co.uk  Tue Sep  9 08:50:23 2003
From: datkinson at sevenww.co.uk (Atkinson, Daniel)
Date: Tue, 9 Sep 2003 13:50:23 +0100 
Subject: [rt-users] Installation on debian Woody
Message-ID: <0988C2A4D52A384C9377C80C9C2D5FB201F112@exchange2-uk.sevenww.co.uk>

I have RT3 running on Debian.

I installed woody and upgraded it to sarge using 'apt-get dist-upgrade' then
installed RT using 'apt-get request-tracker3'. 

I also had to install postgres and do various configuration steps but now it
is all up and running and seems to be working fine.

Dan.

-----Original Message-----
From: Senoner Samuel [mailto:Samuel.Senoner at eurac.edu] 
Sent: 09 September 2003 10:10
To: Andreas Falk; rt-users at lists.fsck.com
Subject: RE: [rt-users] Installation on debian Woody

I have to use woody unstable.

SAmuel 


-----Original Message-----
From: Andreas Falk [mailto:anfa at edu.nykoping.se] 
Sent: Tuesday,09 September,2003 11:03
To: rt-users at lists.fsck.com

But is that woody (stable)?.

When I searched debian.org packets i found rt3 in sid and sarge.
Or are there any backports for woody?

// Regards Falk


-----Ursprungligt meddelande-----
Fr?n: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
F?r Senoner Samuel
Skickat: den 9 september 2003 10:44
Till: Alexander St?hlberg; rt-users at lists.fsck.com
?mne: RE: [rt-users] Installation on debian Woody


In debian it is very easy.
Apt-get install request-tracker3
It installs automatically all packages, except those where you can select.
So you have to install separatly the db, I use postgres. I can't remember if
apache is also installed.

In docs you can find INSTALL.Debian, it explains exactly how to go on with
your installation.

Samuel 


-----Original Message-----
From: Alexander St?hlberg [mailto:lawson at home.se]
Sent: Tuesday,09 September,2003 10:38
To: rt-users at lists.fsck.com

Have anyone installed RT on debian Woody?

Which additional packages do I need?

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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


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

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


From ben at oculan.com  Tue Sep  9 09:32:55 2003
From: ben at oculan.com (Benjamin Reed)
Date: Tue, 09 Sep 2003 09:32:55 -0400
Subject: [rt-users] Installation on debian Woody
In-Reply-To: <0988C2A4D52A384C9377C80C9C2D5FB201F112@exchange2-uk.sevenww.co.uk>
References: <0988C2A4D52A384C9377C80C9C2D5FB201F112@exchange2-uk.sevenww.co.uk>
Message-ID: <3F5DD687.9090500@oculan.com>

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

Atkinson, Daniel wrote:

| I have RT3 running on Debian.
|
| I installed woody and upgraded it to sarge using 'apt-get
dist-upgrade' then
| installed RT using 'apt-get request-tracker3'.
|
| I also had to install postgres and do various configuration steps but
now it
| is all up and running and seems to be working fine.

What I did was use a woody, but upgraded as little as possible to make
rt3 installable.  You can do this through "pinning", ie having the
sources to stable, testing, and unstable in your sources.list, but
telling apt to weigh it so it prefers stable unless you specifically say
otherwise.

Then you can have a woody system, but do:

~  sudo apt-get -t unstable request-tracker3

...and it will get the bare minimum from unstable to satisfy the
dependencies (which is still, unfortunately, a lot, but it beats running
a *completely* unstable system... =)

See http://www.argon.org/~roderick/apt-pinning.html for more info on
pinning.
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From datkinson at sevenww.co.uk  Tue Sep  9 09:36:06 2003
From: datkinson at sevenww.co.uk (Atkinson, Daniel)
Date: Tue, 9 Sep 2003 14:36:06 +0100 
Subject: [rt-users] Installation on debian Woody
Message-ID: <0988C2A4D52A384C9377C80C9C2D5FB201F117@exchange2-uk.sevenww.co.uk>

Interesting, I'll take a look.

When I did my upgrade I went to Sarge, the testing release. This was
sufficient to install RT3, didn't need to go to unstable. 

Forgive my ignorance if I'm missing something here....

Dan.

-----Original Message-----
From: Benjamin Reed [mailto:ben at oculan.com] 
Sent: 09 September 2003 14:33
To: Atkinson, Daniel
Cc: 'rt-users at lists.fsck.com'
Subject: Re: [rt-users] Installation on debian Woody

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

Atkinson, Daniel wrote:

| I have RT3 running on Debian.
|
| I installed woody and upgraded it to sarge using 'apt-get
dist-upgrade' then
| installed RT using 'apt-get request-tracker3'.
|
| I also had to install postgres and do various configuration steps but
now it
| is all up and running and seems to be working fine.

What I did was use a woody, but upgraded as little as possible to make
rt3 installable.  You can do this through "pinning", ie having the
sources to stable, testing, and unstable in your sources.list, but
telling apt to weigh it so it prefers stable unless you specifically say
otherwise.

Then you can have a woody system, but do:

~  sudo apt-get -t unstable request-tracker3

...and it will get the bare minimum from unstable to satisfy the
dependencies (which is still, unfortunately, a lot, but it beats running
a *completely* unstable system... =)

See http://www.argon.org/~roderick/apt-pinning.html for more info on
pinning.



From pape-rt at inf.fu-berlin.de  Tue Sep  9 09:39:19 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Tue, 09 Sep 2003 15:39:19 +0200
Subject: [rt-users] Installation on debian Woody
In-Reply-To: <3F5D9166.3070205@home.se>
References: <3F5D9166.3070205@home.se>
Message-ID: <2147483647.1063121958@[10.0.255.35]>

Hello Alexander,

--Am Dienstag, 9. September 2003 10:37 Uhr +0200 schrieb Alexander 
St?hlberg <lawson at home.se>:

> Have anyone installed RT on debian Woody?

yes we did here. And have runnig RT 3.0.5

> Which additional packages do I need?

you will not get along with the packages in the woody distribution. There 
is clearly a need for two additional installations:

perl 5.8 and mysql 4, which are not part of woody. We decided no to mix 
packeges from other distributions into our (stable) woody system, so we 
installed both software into a place separate from the system distibution. 
same for rt3, which is not a woody package.

We have perl5.8 in /export/perl (you would perhaps choose /opt/perl) and a 
mysql4 binary distribution from mysql.org in /export/mysql.

You can safely leave perl 5.6 from woody installed ond are advised so, 
since it might be needed for satisfying system dependencies.

There are some things you have to tune manually afterwards:

1. providing startup script for mysql4 instead of mysql3
2. providing logrotate configuration file for mysql4
3. tell rt Makefile, where it finds "its" perl
      (export perl=/opt/perl/bin/perl; make ...)
4. satisfy perl5.8 dependencies for rt
      (we use CPAN and rt_test_dependencies for it)
5. copy the libperl.so from perl5.8 modperl into /usr/lib/apache/1.3/ and 
enable it in apache/httpd.conf

Regards,
Dirk.




From Rasmus.Brogger at uni-c.dk  Tue Sep  9 10:30:03 2003
From: Rasmus.Brogger at uni-c.dk (Rasmus =?iso-8859-1?Q?Br=F8gger?=)
Date: Tue, 9 Sep 2003 16:30:03 +0200
Subject: [rt-users] Installation on debian Woody
In-Reply-To: <0988C2A4D52A384C9377C80C9C2D5FB201F117@exchange2-uk.sevenww.co.uk>
References: <0988C2A4D52A384C9377C80C9C2D5FB201F117@exchange2-uk.sevenww.co.uk>
Message-ID: <20030909143003.GN2729@balder.sektornet.dk>

I would not recommend running Debian Sarge on a production system.

Its been a long time since Sarge was "stable" for production usage, imo.

apt pinning is the solution if any, but you'll still have issues conserning
security-advisorices and patches.

/rhb

On Tue, Sep 09, 2003 at 02:36:06PM +0100, Atkinson, Daniel wrote:
> Interesting, I'll take a look.
> 
> When I did my upgrade I went to Sarge, the testing release. This was
> sufficient to install RT3, didn't need to go to unstable. 
> 
> Forgive my ignorance if I'm missing something here....
> 
> Dan.
> 
> -----Original Message-----
> From: Benjamin Reed [mailto:ben at oculan.com] 
> Sent: 09 September 2003 14:33
> To: Atkinson, Daniel
> Cc: 'rt-users at lists.fsck.com'
> Subject: Re: [rt-users] Installation on debian Woody
> 
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> Atkinson, Daniel wrote:
> 
> | I have RT3 running on Debian.
> |
> | I installed woody and upgraded it to sarge using 'apt-get
> dist-upgrade' then
> | installed RT using 'apt-get request-tracker3'.
> |
> | I also had to install postgres and do various configuration steps but
> now it
> | is all up and running and seems to be working fine.
> 
> What I did was use a woody, but upgraded as little as possible to make
> rt3 installable.  You can do this through "pinning", ie having the
> sources to stable, testing, and unstable in your sources.list, but
> telling apt to weigh it so it prefers stable unless you specifically say
> otherwise.
> 
> Then you can have a woody system, but do:
> 
> ~  sudo apt-get -t unstable request-tracker3
> 
> ...and it will get the bare minimum from unstable to satisfy the
> dependencies (which is still, unfortunately, a lot, but it beats running
> a *completely* unstable system... =)
> 
> See http://www.argon.org/~roderick/apt-pinning.html for more info on
> pinning.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 datkinson at sevenww.co.uk  Tue Sep  9 10:38:02 2003
From: datkinson at sevenww.co.uk (Atkinson, Daniel)
Date: Tue, 9 Sep 2003 15:38:02 +0100 
Subject: [rt-users] Installation on debian Woody
Message-ID: <0988C2A4D52A384C9377C80C9C2D5FB201F11A@exchange2-uk.sevenww.co.uk>

Thanks for the advice. I'm still in the config/testing stages with RT at the
moment but I plan to get a decent-spec box up and running in the next week
or two and work towards a rollout. I think I'll go for the apt pinning
method and see how it goes.

Dan.

-----Original Message-----
From: Rasmus Br?gger [mailto:Rasmus.Brogger at uni-c.dk] 
Sent: 09 September 2003 15:30
To: Atkinson, Daniel
Cc: 'Benjamin Reed'; 'rt-users at lists.fsck.com'
Subject: Re: [rt-users] Installation on debian Woody

I would not recommend running Debian Sarge on a production system.

Its been a long time since Sarge was "stable" for production usage, imo.

apt pinning is the solution if any, but you'll still have issues conserning
security-advisorices and patches.

/rhb

On Tue, Sep 09, 2003 at 02:36:06PM +0100, Atkinson, Daniel wrote:
> Interesting, I'll take a look.
> 
> When I did my upgrade I went to Sarge, the testing release. This was
> sufficient to install RT3, didn't need to go to unstable. 
> 
> Forgive my ignorance if I'm missing something here....
> 
> Dan.
> 
> -----Original Message-----
> From: Benjamin Reed [mailto:ben at oculan.com] 
> Sent: 09 September 2003 14:33
> To: Atkinson, Daniel
> Cc: 'rt-users at lists.fsck.com'
> Subject: Re: [rt-users] Installation on debian Woody
> 
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> Atkinson, Daniel wrote:
> 
> | I have RT3 running on Debian.
> |
> | I installed woody and upgraded it to sarge using 'apt-get
> dist-upgrade' then
> | installed RT using 'apt-get request-tracker3'.
> |
> | I also had to install postgres and do various configuration steps but
> now it
> | is all up and running and seems to be working fine.
> 
> What I did was use a woody, but upgraded as little as possible to make
> rt3 installable.  You can do this through "pinning", ie having the
> sources to stable, testing, and unstable in your sources.list, but
> telling apt to weigh it so it prefers stable unless you specifically say
> otherwise.
> 
> Then you can have a woody system, but do:
> 
> ~  sudo apt-get -t unstable request-tracker3
> 
> ...and it will get the bare minimum from unstable to satisfy the
> dependencies (which is still, unfortunately, a lot, but it beats running
> a *completely* unstable system... =)
> 
> See http://www.argon.org/~roderick/apt-pinning.html for more info on
> pinning.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 andy at strugglers.net  Tue Sep  9 10:43:17 2003
From: andy at strugglers.net (Andy Smith)
Date: Tue, 9 Sep 2003 15:43:17 +0100
Subject: [rt-users] RT3 email setup for postfix
Message-ID: <20030909144317.GJ4470@lug.org.uk>

Hi,

Could I ask what settings postfix users are using for RT3?

The reason is, I thought our RT setup was working fine, but now I
start to see:

Sep  7 02:59:29 laudanum postfix/sendmail[42205]: fatal: cannot handle command-line recipients with -t

in the logs each time someone replies to a ticket.

Settings I have:

Set($MailCommand , 'sendmail');
Set($SendmailArguments , "-oi");
Set($SendmailPath , "/usr/sbin/sendmail");
Set($UseFriendlyFromLine , 1);
Set($FriendlyFromLineFormat , "\"%s via RT\" <%s>");
# This one didn't seem to work when I set it to 1, btw, even though
# the comments in the config file said it would with postfix
Set($UseFriendlyToLine , 0);
Set($FriendlyToLineFormat, "\"%s of $RT::rtname Ticket #%s\":;");

Thanks,
Andy


From stephen.quinney at computing-services.oxford.ac.uk  Tue Sep  9 10:57:24 2003
From: stephen.quinney at computing-services.oxford.ac.uk (Stephen Quinney)
Date: Tue, 9 Sep 2003 15:57:24 +0100
Subject: [rt-users] Debian woody/stable packages
Message-ID: <20030909145724.GE26107@computing-services.oxford.ac.uk>

Hi All,

I have now put together an apt repository of all the necessary
backported packages to install rt3 onto a Debian woody/stable
machine. The packages are for running using perl 5.6 on Apache 1.3
with PostgreSQL and either mod_perl or FastCGI.

The /etc/apt/sources.list entries are:

deb http://people.debian.org/~sjq/debian woody rt3
deb-src http://people.debian.org/~sjq/debian woody rt3

you should just need:

apt-get update
apt-get install request-tracker3

to get started on woody/stable. (Use aptitude or dselect if you want
to choose fastcgi instead of mod_perl.)

I would love to hear from anyone who successfully (or otherwise) uses
these packages. It all seems to install and run properly so hopefully
there will be few problems with the packages.

Stephen Quinney <sjq at debian.org>



From cubic at acronis.ru  Tue Sep  9 11:12:32 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Tue, 09 Sep 2003 19:12:32 +0400
Subject: [rt-users] Debian woody/stable packages
In-Reply-To: <20030909145724.GE26107@computing-services.oxford.ac.uk>
References: <20030909145724.GE26107@computing-services.oxford.ac.uk>
Message-ID: <3F5DEDE0.60900@acronis.ru>

rt3 have to be run with perl 5.8.0 to avoid UTF problems and thus 
slowdown email trafic on this list.
        Best regards. Ruslan.
Stephen Quinney wrote:

>Hi All,
>
>I have now put together an apt repository of all the necessary
>backported packages to install rt3 onto a Debian woody/stable
>machine. The packages are for running using perl 5.6 on Apache 1.3
>with PostgreSQL and either mod_perl or FastCGI.
>
>The /etc/apt/sources.list entries are:
>
>deb http://people.debian.org/~sjq/debian woody rt3
>deb-src http://people.debian.org/~sjq/debian woody rt3
>
>you should just need:
>
>apt-get update
>apt-get install request-tracker3
>
>to get started on woody/stable. (Use aptitude or dselect if you want
>to choose fastcgi instead of mod_perl.)
>
>I would love to hear from anyone who successfully (or otherwise) uses
>these packages. It all seems to install and run properly so hopefully
>there will be few problems with the packages.
>
>Stephen Quinney <sjq at debian.org>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>  
>




From aturner at netscreen.com  Tue Sep  9 11:22:51 2003
From: aturner at netscreen.com (Aaron Turner)
Date: Tue, 9 Sep 2003 08:22:51 -0700
Subject: [rt-users] RT3 email setup for postfix
In-Reply-To: <20030909144317.GJ4470@lug.org.uk>
References: <20030909144317.GJ4470@lug.org.uk>
Message-ID: <20030909152251.GA2396@netscreen.com>

I'm using:

$MailCommand = 'sendmailpipe';
$SendmailArguments = "-bm";
$SendmailPath = "/usr/lib/sendmail";

Which seems to work just fine.  I'm not using the FriendlyFromLine.

-- 
Aaron Turner  <aturner at netscreen.com>    work: 408-543-4025
Sr. Security Engineer                    fax:  408-543-4078
NetScreen Technologies, Inc
All emails by me are PGP signed; a bad signature indicates a forgery.

On Tue, Sep 09, 2003 at 03:43:17PM +0100, Andy Smith wrote:
> Hi,
> 
> Could I ask what settings postfix users are using for RT3?
> 
> The reason is, I thought our RT setup was working fine, but now I
> start to see:
> 
> Sep  7 02:59:29 laudanum postfix/sendmail[42205]: fatal: cannot handle command-line recipients with -t
> 
> in the logs each time someone replies to a ticket.
> 
> Settings I have:
> 
> Set($MailCommand , 'sendmail');
> Set($SendmailArguments , "-oi");
> Set($SendmailPath , "/usr/sbin/sendmail");
> Set($UseFriendlyFromLine , 1);
> Set($FriendlyFromLineFormat , "\"%s via RT\" <%s>");
> # This one didn't seem to work when I set it to 1, btw, even though
> # the comments in the config file said it would with postfix
> Set($UseFriendlyToLine , 0);
> Set($FriendlyToLineFormat, "\"%s of $RT::rtname Ticket #%s\":;");
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From stephen.quinney at computing-services.oxford.ac.uk  Tue Sep  9 11:38:07 2003
From: stephen.quinney at computing-services.oxford.ac.uk (Stephen Quinney)
Date: Tue, 9 Sep 2003 16:38:07 +0100
Subject: [rt-users] Debian woody/stable packages
In-Reply-To: <3F5DEDE0.60900@acronis.ru>
References: <20030909145724.GE26107@computing-services.oxford.ac.uk> <3F5DEDE0.60900@acronis.ru>
Message-ID: <20030909153807.GA3641@computing-services.oxford.ac.uk>

On Tue, Sep 09, 2003 at 07:12:32PM +0400, Ruslan U. Zakirov wrote:
> rt3 have to be run with perl 5.8.0 to avoid UTF problems and thus 
> slowdown email trafic on this list.

I agree, anyone who want to use RT with languages other than english
should probably use perl 5.8.0, and that means debian testing or
unstable. I don't have the time to backport perl 5.8 and hopefully
sarge will become stable within 3 or 4 months. In my situation we only
need RT in english and perl 5.6 is perfectly acceptable.

I believe there are backports of perl 5.8 out there (check
http://www.apt-get.org/) and people could install one of those and
then install a lot of packages directly from sarge/testing.

Stephen


From leon at iwa-solutions.com  Tue Sep  9 11:42:20 2003
From: leon at iwa-solutions.com (Leon Sonntag)
Date: Tue, 09 Sep 2003 09:42:20 -0600
Subject: [rt-users] RT daytabase initialization problem
In-Reply-To: <3F5D9D5F.6050507@acronis.ru>
References: <5.2.1.1.0.20030908132938.0363c370@iwapps3.iwapps.com>
 <5.2.1.1.0.20030908123808.067a00f0@iwapps3.iwapps.com>
 <5.2.1.1.0.20030908123808.067a00f0@iwapps3.iwapps.com>
 <5.2.1.1.0.20030908132938.0363c370@iwapps3.iwapps.com>
Message-ID: <5.2.1.1.0.20030909092849.00a81ec0@iwapps3.iwapps.com>

At 01:29 PM 9/9/2003 +0400, Ruslan U. Zakirov wrote:
>Leon Sonntag wrote:
>
>>At 03:20 PM 9/8/2003 -0400, Adam Hooper wrote:
>>
>>>Your DBD::mysql is broken. It's not linking to libmysqlclient.so. This 
>>>isn't an RT issue... but the stuff to try first:
>>>- 'locate libmysqlclient.so'
>>>- make sure its path is in /etc/ld.so.conf
>>>- re-run /sbin/ldconfig (as root)
>>
>>
>>Thanks for the suggestions....Unfortunately, it didn't stop OR change the 
>>error message.  And this is even after compiling mySQL from a source 
>>tarball.  Any suggestions on redoing mySQL?
>>
>>>Didn't DBD::mysql fail the 'make test'?
>>
>>
>>No, It found 2.1018  that's what is so mystifying         !@#$
>
>As I have understood you upgrade your mysql, Apache instalation.
>DBD::mysql driver partly writed in C couse of it you have to update its 
>instalation.
>Also if you have upgraded perl you have to reinstall all perl modules.
>
>PS: mysql client work fine?

When you say "client", I assume you mean mysql from the commandline.  In 
which case, yes it works just fine.  I don't know mysql very well yet so I 
didn't test very much.  But I was able to connect to the server from the 
commandline.

An interesting sidebar-  When I try to re-install DBD::mysql



>>>--
>>>Adam Hooper
>>>adamh at densi.com
>>>
>>>Leon Sonntag wrote:
>>>
>>>>It has been a struggle (for some reason) butI have RT 3.0.4 installed 
>>>>on my RH8 system. I using mySQL 4.0.14 and Apache 1.3.28.
>>>>When I rub the "make initialize-database" I get this:
>>>>/usr/bin/perl: relocation error: 
>>>>/usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/auto/DBD/mysql/mysql.so: 
>>>>undefined symbol: mysql_init
>>>>make: *** [initialize-database] Error 127
>>>>Any ideas????
>

Most anything is easy after you've done it successfully a few times

Leon Sonntag
Innovative Web Applications
leon at iwa-solutions dot com 



From murphy at genome.chop.edu  Tue Sep  9 11:49:50 2003
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Tue, 9 Sep 2003 11:49:50 -0400
Subject: [rt-users] postgres slowdowns? (pg 7.3.4, rt 3.0.4)
Message-ID: <3F40597C-E2DD-11D7-85F7-0003930D3626@genome.chop.edu>

Hi,

Before I look into this more carefully, I thought I would see if 
anybody else has experienced this.

Under certain unknown conditions, RT becomes unusably sluggish.   Some 
requests that ordinarily return immediately take a very long time, over 
a minute sometimes.  I haven't yet noticed a pattern, but once it 
starts happening, many but not all requests are slow.

I suspect postgresql because a 'top' shows postgres consuming a low but 
noticeable amount of CPU  (< 10%) consistently during the slow requests.

Tickets, attachments, and transactions all still number in the 
hundreds.  The database is less than 60 MB in size.   Looking at top, I 
don't see any page ins or outs.

Thanks,
Kevin Murphy

RT 3.04
PostgreSQL 7.3.4
Apache 1.3.28
mod_perl 1.28
Mason 1.22
DBIx::SearchBuilder 0.92
Perl 5.8.0
Mac OS X 10.2.6
Dual 1 GHz PPC G4 with 1.5 GB RAM



From khera at kcilink.com  Tue Sep  9 12:01:04 2003
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 9 Sep 2003 12:01:04 -0400
Subject: [rt-users] postgres slowdowns? (pg 7.3.4, rt 3.0.4)
In-Reply-To: <3F40597C-E2DD-11D7-85F7-0003930D3626@genome.chop.edu>
References: <3F40597C-E2DD-11D7-85F7-0003930D3626@genome.chop.edu>
Message-ID: <16221.63808.458894.100638@yertle.int.kciLink.com>

>>>>> "KM" == Kevin Murphy <murphy at genome.chop.edu> writes:

KM> Hi,
KM> Before I look into this more carefully, I thought I would see if 
KM> anybody else has experienced this.

couple o' questions:

are you by chance running a vacuum on your DB at the same time?

have you tuned your PG beyond the defaults for amount of shared memory
and sort memory?

what is the concurrency of use at the slow times?


From murphy at genome.chop.edu  Tue Sep  9 12:55:58 2003
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Tue, 9 Sep 2003 12:55:58 -0400
Subject: [rt-users] postgres slowdowns? (pg 7.3.4, rt 3.0.4)
In-Reply-To: <16221.63808.458894.100638@yertle.int.kciLink.com>
Message-ID: <7C19F989-E2E6-11D7-85F7-0003930D3626@genome.chop.edu>

Vivek,

Thanks.  Did I mention that a restart of postgres temporarily solves 
the problem?  (Actually, I also restarted Apache at the same time, so I 
can't really say which is relevant.)

> > are you by chance running a vacuum on your DB at the same time?

No.   However, ahem, I hadn't actually, er, vacuumed this database 
before.   I just did it, and I will make this a cron job.  Note, 
however, there was no perceptible improvement in performance after the 
'vacuumdb --analyze rt3'.  Probably because my database is still so 
small that full table scans are still practical (and the machine has 
1.5 GB RAM, some of which the OS might use for disk caching?  The 
machine is doing other things, but not very often, at the moment -- and 
not that I have seen during the slowdowns).

> > have you tuned your PG beyond the defaults for amount of shared 
> memory
> > and sort memory?

No, and I will do this, but I find it hard to believe that this will 
have much of an effect for such a small, low-use database.  The effect 
is quite extreme.  Nevertheless, I will read up about tuning in the PG 
docs.

> > what is the concurrency of use at the slow times?

Very low, usually one.   At any given time, there are around 3 users 
using RT sporadically (once every few minutes or even hours).

-Kevin



From jesse at bestpractical.com  Tue Sep  9 14:05:51 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 9 Sep 2003 14:05:51 -0400
Subject: [rt-users] postgres slowdowns? (pg 7.3.4, rt 3.0.4)
In-Reply-To: <7C19F989-E2E6-11D7-85F7-0003930D3626@genome.chop.edu>
References: <16221.63808.458894.100638@yertle.int.kciLink.com> <7C19F989-E2E6-11D7-85F7-0003930D3626@genome.chop.edu>
Message-ID: <20030909180551.GC30655@fsck.com>



On Tue, Sep 09, 2003 at 12:55:58PM -0400, Kevin Murphy wrote:
> Vivek,
> 
> Thanks.  Did I mention that a restart of postgres temporarily solves 
> the problem?  (Actually, I also restarted Apache at the same time, so I 
> can't really say which is relevant.)
> 
> >> are you by chance running a vacuum on your DB at the same time?
> 
> No.   However, ahem, I hadn't actually, er, vacuumed this database 
> before.   I just did it, and I will make this a cron job.  Note, 
> however, there was no perceptible improvement in performance after the 
> 'vacuumdb --analyze rt3'.  Probably because my database is still so 
> small that full table scans are still practical (and the machine has 
> 1.5 GB RAM, some of which the OS might use for disk caching?  The 
> machine is doing other things, but not very often, at the moment -- and 
> not that I have seen during the slowdowns).

For kicks, you might want to try reverting to DBIx::SearchBuilder 0.90
to see if the change which fixed the postgres search-looping problem
introduced this performance issue.
	Jesse

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


From les at futuresource.com  Tue Sep  9 15:32:13 2003
From: les at futuresource.com (Les Mikesell)
Date: 09 Sep 2003 14:32:13 -0500
Subject: [rt-users] auto-resolve on response?
In-Reply-To: <20030908165249.GE30261@balder.sektornet.dk>
References: <1063035200.20363.38.camel@moola.futuresource.com>
	 <3F5CAA96.1010904@intransa.com>
	 <20030908165249.GE30261@balder.sektornet.dk>
Message-ID: <1063135933.10593.179.camel@moola.futuresource.com>

On Mon, 2003-09-08 at 11:52, Rasmus Br?gger wrote:
> > 
> > Couldn't you make a Scrip which OnCorrespond checked who the 
> > corespondence came from and if From == Owner (or some other special 
> > thing) set the state to resolved?  The pieces should all be there for it 
> > I think.
> > 
> > Now if you ONLY use the web interface this is easy too.  Instead of 
> > hittng reply, choose Resolve at the top and it will reply and resolve 
> > the ticket in one go.  I often use the Jumbo link to modify a lot of 

> You could, but it would require some work on auth to ensure you can't
> exploit it.
> 
> SMTP has no user auth pr defaut, so you need to be careful. At least if
> its a public system.
> 

There is no way to see these queues from outside. Email is public
and I suppose it is possible that someone unauthorized could guess a
ticket number and send a message that would resolve it but I don't
think I'll lose any sleep over it. There are several watchers on
these queues so we would notice if that ever happened anyway. 


---
  Les Mikesell
    les at futuresource.com




From scott at cae.com  Tue Sep  9 16:21:09 2003
From: scott at cae.com (Scott Hebert)
Date: Tue, 9 Sep 2003 16:21:09 -0400 
Subject: [rt-users] Removing Transactions from a Ticket
Message-ID: <69F1436AA435D7118EE1009027B0FF3A862C4A@caemsx02.cae.ca>

Hi,

I recently got into a situation whereby my FastCGI server would die with a
idle-timeout error. I increased my idle timeout since then and I no longer
get the error.

BUT ... this idle-timeout error caused a problem with sendmail whereby I
started to get the EX_TEMPFAIL message which caused multiple mails to keep
get getting resent to the queue.

My question is - Is there a way to remove transactions from a ticket?

Thanks,

Scott Hebert
CAE Inc.







From khera at kcilink.com  Tue Sep  9 16:25:08 2003
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 9 Sep 2003 16:25:08 -0400
Subject: [rt-users] postgres slowdowns? (pg 7.3.4, rt 3.0.4)
In-Reply-To: <7C19F989-E2E6-11D7-85F7-0003930D3626@genome.chop.edu>
References: <16221.63808.458894.100638@yertle.int.kciLink.com>
	<7C19F989-E2E6-11D7-85F7-0003930D3626@genome.chop.edu>
Message-ID: <16222.14116.289634.883788@yertle.int.kciLink.com>

>>>>> "KM" == Kevin Murphy <murphy at genome.chop.edu> writes:

KM> Very low, usually one.   At any given time, there are around 3 users 
KM> using RT sporadically (once every few minutes or even hours).

Well, then I have no idea other than the queries are extremely
bad... Like Jesse suggested, try the older SearchBuilder.  I'm
preparing a move to Postgres 7.4 (currently beta) and that means I
have to migrate my RT from 2.x to 3.0... so I will have more
experience then.

And if you haven't done a vacuum on your DB ever, and it is small, I
might suggest a vacuum full followed by reindex on all tables.


From sgl at exa.com  Tue Sep  9 16:42:32 2003
From: sgl at exa.com (Steve Leibman)
Date: Tue, 9 Sep 2003 16:42:32 -0400
Subject: [rt-users] Include selected email headers
Message-ID: <20030909164232.H3147@einstein.exa.com>

Howdy folks,

I have RT configured in such a way that a group of people
are notified "OnCreate". The problem is that I want these
people to know exactly who was on the recipient list of
the initial email that created the ticket (including any
Cc's, etc). So I want to preserve the original Cc header,
and include it in the email that gets sent as a result of
the scrip triggered "OnCreate". I've been trying to do it
by including something like the following in a template,
but my newly-created "X-Original-cc: " field never shows up.
Does anybody have any experience accomplishing something
along these lines?

# the following text sits at the top of the body of a template:
X-Original-cc: {
 if ($Transaction && $Transaction->Message->First) {
   my ($field,$tofield,$ccfield, at hdr);
   my $hdrs=($Transaction->Message->First->Headers); 
   (@hdr) = split /\n/,$hdrs;
   while ($field = pop @hdr) {
     if ($field =~ /^Cc: /) {
       ($ccfield = $field) =~ s/^Cc: (.*)$/$1/;
     }
     if ($field =~ /^To: /) {
       ($tofield = $field) =~ s/^To: (.*)$/$1/;
     }
   }
   if ($tofield) {
     if ($ccfield) {
       $ccfield = "$tofield, $ccfield";
     }
     else {
       $ccfield = $tofield;
     }
   }
 }
 else {
   $ccfield = '';
 }
 $ccfield;
}

Thanks,
--
Steve Leibman         sgl at exa.com 



From david at gitman.net  Tue Sep  9 21:31:55 2003
From: david at gitman.net (David Gitman)
Date: Tue, 9 Sep 2003 21:31:55 -0400
Subject: [rt-users] Admin Ccs emails
Message-ID: <E19wtpt-00029k-QU@s022.ionts.net>

I'm not receiving emails on comments added via the Web Interface. The "On
Comment Notify AdminCcs as Comment with template Admin Comment" script is
applied to all queues. I don't see anything in the mail log. Any Idea why
this might happen? 

 

Thanks,

 

David 

 

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From andy at strugglers.net  Tue Sep  9 21:47:15 2003
From: andy at strugglers.net (Andy Smith)
Date: Wed, 10 Sep 2003 02:47:15 +0100
Subject: [rt-users] RT3 email setup for postfix
In-Reply-To: <20030909152251.GA2396@netscreen.com>
References: <20030909144317.GJ4470@lug.org.uk> <20030909152251.GA2396@netscreen.com>
Message-ID: <20030910014715.GB5284@lug.org.uk>

On Tue, Sep 09, 2003 at 08:22:51AM -0700, Aaron Turner wrote:
> I'm using:
> 
> $MailCommand = 'sendmailpipe';
> $SendmailArguments = "-bm";
> $SendmailPath = "/usr/lib/sendmail";
> 
> Which seems to work just fine.  I'm not using the FriendlyFromLine.

Thanks Aaron.  That certainly seems to work better.
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From ted at serreyn.com  Wed Sep 10 00:06:38 2003
From: ted at serreyn.com (Ted Serreyn)
Date: Tue, 9 Sep 2003 23:06:38 -0500
Subject: [rt-users] problems with login after upgrade to mysql 4.x and RT 3.0.5
Message-ID: <000701c37750$ef005010$0d14140a@ad.serreyn.com>

Was working for 3.0.4 and mysql 3.X, but now I get a login screen, type
username and password, and get the login screen again.  No errors in http
logs, no idea why rt is not logging any debugging information.

Anyone want to give me a short primer in troubleshooting RT?


--
Ted Serreyn                          262-363-9265
Serreyn Network Services, LLC        http://www.serreyn.com/





From alesh at sportina.si  Wed Sep 10 03:07:47 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Wed, 10 Sep 2003 09:07:47 +0200
Subject: [rt-users] problems with login after upgrade to mysql 4.x and RT 3.0.5
In-Reply-To: <000701c37750$ef005010$0d14140a@ad.serreyn.com>
Message-ID: <018d01c3776a$41fbde10$4601a8c0@OMNIBOOK>

Which platform, which browser?
Your httpd.conf? modperl or fastcgi?

A.

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Ted Serreyn
Sent: Wednesday, September 10, 2003 6:07 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] problems with login after upgrade to mysql 4.x and RT
3.0.5


Was working for 3.0.4 and mysql 3.X, but now I get a login screen, type
username and password, and get the login screen again.  No errors in http
logs, no idea why rt is not logging any debugging information.

Anyone want to give me a short primer in troubleshooting RT?


--
Ted Serreyn                          262-363-9265
Serreyn Network Services, LLC        http://www.serreyn.com/



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

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




From wesley.sheldahl at ihigh.com  Wed Sep 10 07:41:33 2003
From: wesley.sheldahl at ihigh.com (wesley.sheldahl at ihigh.com)
Date: Wed, 10 Sep 2003 07:41:33 -0400
Subject: [rt-users] problems with login after upgrade to mysql 4.x and
	 RT 3.0.5
Message-ID: <356B4F7FF37DD3119247009027D3B289032142E3@jocks.ihigh.com>

The documentation for RT 3.x says it requires at least mysql 4.x (I think it
was more specific) because of some problems in the way mysql 3.x handles
certain SQL statements. I'd suggest upgrading mysql first of all.

-- 
Wes Sheldahl
iHigh NetOps 

-----Original Message-----
From: Ted Serreyn [mailto:ted at serreyn.com]
Sent: Wednesday, September 10, 2003 12:07 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] problems with login after upgrade to mysql 4.x and
RT 3.0.5


Was working for 3.0.4 and mysql 3.X, but now I get a login screen, type
username and password, and get the login screen again.  No errors in http
logs, no idea why rt is not logging any debugging information.

Anyone want to give me a short primer in troubleshooting RT?


--
Ted Serreyn                          262-363-9265
Serreyn Network Services, LLC        http://www.serreyn.com/



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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
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From pape-rt at inf.fu-berlin.de  Wed Sep 10 07:48:21 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Wed, 10 Sep 2003 13:48:21 +0200
Subject: [rt-users] Bug: rt CLI not working any more in 3.0.5
Message-ID: <2147483647.1063201701@[10.0.255.35]>

Hello,

in my installation of RT3.0.5 the CLI-tools lost all its functionality it 
had already in pre-versions:

root# ./rt show tickets -f id,subject,status 1-3
rt: show: Unrecognised argument 'tickets'.
rt: show: No objects specified.

Dirk.


From RT at InterCept.Net  Wed Sep 10 09:14:45 2003
From: RT at InterCept.Net (RT)
Date: Wed, 10 Sep 2003 09:14:45 -0400
Subject: [rt-users] Admin Ccs emails
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B719@icptex02.corp.icpt.net>

You should see something in your /var/log/messages or where ever you
have your rt logging going to. You should see it running a scrip #, 
 
Michael
 
-----Original Message-----
From: David Gitman [mailto:david at gitman.net] 
Posted At: Tuesday, September 09, 2003 9:32 PM
Posted To: RT
Conversation: [rt-users] Admin Ccs emails
Subject: [rt-users] Admin Ccs emails
 
I'm not receiving emails on comments added via the Web Interface. The
"On Comment Notify AdminCcs as Comment with template Admin Comment"
script is applied to all queues. I don't see anything in the mail log.
Any Idea why this might happen? 
 
Thanks,
 
David 
 
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From cubic at acronis.ru  Wed Sep 10 09:43:13 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 10 Sep 2003 17:43:13 +0400
Subject: [rt-users] How to start with Approvals?
Message-ID: <3F5F2A71.9070600@acronis.ru>

If it's not hard for you, please give me some starting points on using 
approvals: docs, tips, tricks, caveats.



From mick at onramp.ca  Wed Sep 10 09:43:14 2003
From: mick at onramp.ca (Mick Szucs)
Date: Wed, 10 Sep 2003 09:43:14 -0400
Subject: [rt-users] RedHat 9 users: Storable 2.08 released
In-Reply-To: <20030906051550.GA24630@fsck.com>
References: <20030906051550.GA24630@fsck.com>
Message-ID: <1063201393.11801.41.camel@hal9000.internal.onramp.ca>

On Sat, 2003-09-06 at 01:15, Jesse Vincent wrote:
> Changelog at:
> 
>   http://search.cpan.org/src/AMS/Storable-2.08/ChangeLog
> 
> 
> 
> This _should_ fix the issue folks have been seeing. I'd love to hear
> back.  Thanks for fixing Storable, Abhijit!

Whoohoo!  It looks good to me.  Thanks a ton, Abhijit!

Finally able to lay this one to rest.

-- 
Mick Szucs <mick at onramp.ca>
Onramp Network Services Inc.



From wesley.sheldahl at ihigh.com  Wed Sep 10 09:52:47 2003
From: wesley.sheldahl at ihigh.com (wesley.sheldahl at ihigh.com)
Date: Wed, 10 Sep 2003 09:52:47 -0400
Subject: [rt-users] problems with login after upgrade to mysql 4.x and
	 RT 3.0.5
Message-ID: <356B4F7FF37DD3119247009027D3B289032142E6@jocks.ihigh.com>

Ok, a complete list of things that changed between when it was working and
now might be helpful.
 
Do the login attempts at least show up in apache's access_log? What status
code does access_log say apache is returning? If apache is seeing the
request and just returning you to the login screen, perhaps RT is just
rejecting the username and password. Are you sure you still have the
username and passwords where RT is looking for them now?    
 

--
Wes Sheldahl
iHigh NetOps 

-----Original Message-----
From: Ted Serreyn [mailto:ted at serreyn.com]
Sent: Wednesday, September 10, 2003 9:23 AM
To: wesley.sheldahl at ihigh.com
Subject: RE: [rt-users] problems with login after upgrade to mysql 4.x and
RT 3.0.5



It has been upgrade to 4.X now, that is one of the things that changed.

 

--

Ted Serreyn                                      262-363-9265

Serreyn Network Services, LLC        http://www.serreyn.com/

 

-----Original Message-----
From: wesley.sheldahl at ihigh.com [mailto:wesley.sheldahl at ihigh.com] 
Sent: Wednesday, September 10, 2003 6:42 AM
To: ted at serreyn.com; rt-users at lists.fsck.com
Subject: RE: [rt-users] problems with login after upgrade to mysql 4.x and
RT 3.0.5

 

The documentation for RT 3.x says it requires at least mysql 4.x (I think it
was more specific) because of some problems in the way mysql 3.x handles
certain SQL statements. I'd suggest upgrading mysql first of all.

-- 
Wes Sheldahl 
iHigh NetOps 

-----Original Message----- 
From: Ted Serreyn [ mailto:ted at serreyn.com <mailto:ted at serreyn.com> ] 
Sent: Wednesday, September 10, 2003 12:07 AM 
To: rt-users at lists.fsck.com 
Subject: [rt-users] problems with login after upgrade to mysql 4.x and 
RT 3.0.5 

 

Was working for 3.0.4 and mysql 3.X, but now I get a login screen, type 
username and password, and get the login screen again.  No errors in http 
logs, no idea why rt is not logging any debugging information. 

Anyone want to give me a short primer in troubleshooting RT? 

 

-- 
Ted Serreyn                          262-363-9265 
Serreyn Network Services, LLC        http://www.serreyn.com/
<http://www.serreyn.com/>  

 

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

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

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From RT at InterCept.Net  Wed Sep 10 09:52:06 2003
From: RT at InterCept.Net (RT)
Date: Wed, 10 Sep 2003 09:52:06 -0400
Subject: [rt-devel] RE: [rt-users] problems with login after upgrade to mysql 4.x and RT 3.0.5
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B71A@icptex02.corp.icpt.net>

Turn on logging in your RT_Config file under /opt/rt3/etc

Michael

-----Original Message-----
From: Ted Serreyn [mailto:ted at serreyn.com] 
Posted At: Wednesday, September 10, 2003 9:40 AM
Posted To: RT
Conversation: [rt-devel] RE: [rt-users] problems with login after upgrade to mysql 4.x and RT 3.0.5
Subject: [rt-devel] RE: [rt-users] problems with login after upgrade to mysql 4.x and RT 3.0.5

Httpd.conf fragment, perl handler is also loaded for mod_perl
Again this was working before with rt3.0.4 and mysql 3.23.56.

<VirtualHost *>
ServerName support.serreyn.com
DocumentRoot /usr/rt3/share/html
AddDefaultCharset UTF-8
PerlModule Apache::DBI
# PerlFreshRestart On
PerlRequire /usr/rt3/bin/webmux.pl
<Location />
  SetHandler perl-script
  PerlHandler RT::Mason
</Location>
ServerAdmin webmaster at support.serreyn.com
ErrorLog logs/support.serreyn.com-error_log
TransferLog logs/support.serreyn.com-access_log
</VirtualHost>


MySQL version is now 4.0.14, I can look at the rt3 database still as the
rt_user.  I have reset the user password with the following mysql command.

Update rt3.Users set password=MD5('password') where name='username';

Rt is version 3.0.5, I am only using the builtin sql authentication.
Apache is version 1.3.27 (yeah I know).
I have force updated all the perl modules including the MD5 ones.

Symptom is still get the login screen, type in username and password, and it
just resets and comes back to username and login screen again.

Grrr, of course I now have inbound tickets queueing up in the mailqueue that
can not be delivered to RT as it is unavailable.

Is there a way to debug the login process of RT?


--
Ted Serreyn                          262-363-9265
Serreyn Network Services, LLC        http://www.serreyn.com/


-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Ale? Su?nik
Sent: Wednesday, September 10, 2003 2:08 AM
To: 'Ted Serreyn'; rt-users at lists.fsck.com
Subject: RE: [rt-users] problems with login after upgrade to mysql 4.x and
RT 3.0.5

Which platform, which browser?
Your httpd.conf? modperl or fastcgi?

A.

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Ted Serreyn
Sent: Wednesday, September 10, 2003 6:07 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] problems with login after upgrade to mysql 4.x and RT
3.0.5


Was working for 3.0.4 and mysql 3.X, but now I get a login screen, type
username and password, and get the login screen again.  No errors in http
logs, no idea why rt is not logging any debugging information.

Anyone want to give me a short primer in troubleshooting RT?


--
Ted Serreyn                          262-363-9265
Serreyn Network Services, LLC        http://www.serreyn.com/



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

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


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


From RT at InterCept.Net  Wed Sep 10 09:55:33 2003
From: RT at InterCept.Net (RT)
Date: Wed, 10 Sep 2003 09:55:33 -0400
Subject: [rt-users] How to start with Approvals?
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B71B@icptex02.corp.icpt.net>

Here ya go

http://lists.fsck.com/pipermail/rt-users/2003-March/012686.html

Michael

-----Original Message-----
From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] 
Posted At: Wednesday, September 10, 2003 9:43 AM
Posted To: RT
Conversation: [rt-users] How to start with Approvals?
Subject: [rt-users] How to start with Approvals?

If it's not hard for you, please give me some starting points on using 
approvals: docs, tips, tricks, caveats.

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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  Wed Sep 10 10:02:45 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Wed, 10 Sep 2003 16:02:45 +0200
Subject: [rt-users] problems with login after upgrade to mysql 4.x and RT 3.0.5
In-Reply-To: <005f01c377a1$10fb98f0$0d14140a@ad.serreyn.com>
Message-ID: <01f501c377a4$38fe07e0$4601a8c0@OMNIBOOK>

If you re-run rt test dependencies, what do you receive, any missing
modules?

A.

-----Original Message-----
From: Ted Serreyn [mailto:ted at serreyn.com] 
Sent: Wednesday, September 10, 2003 3:40 PM
To: 'Ale? Su?nik'; rt-users at lists.fsck.com
Cc: rt-devel at lists.fsck.com
Subject: RE: [rt-users] problems with login after upgrade to mysql 4.x and
RT 3.0.5


Httpd.conf fragment, perl handler is also loaded for mod_perl
Again this was working before with rt3.0.4 and mysql 3.23.56.

<VirtualHost *>
ServerName support.serreyn.com
DocumentRoot /usr/rt3/share/html
AddDefaultCharset UTF-8
PerlModule Apache::DBI
# PerlFreshRestart On
PerlRequire /usr/rt3/bin/webmux.pl
<Location />
  SetHandler perl-script
  PerlHandler RT::Mason
</Location>
ServerAdmin webmaster at support.serreyn.com
ErrorLog logs/support.serreyn.com-error_log
TransferLog logs/support.serreyn.com-access_log
</VirtualHost>


MySQL version is now 4.0.14, I can look at the rt3 database still as the
rt_user.  I have reset the user password with the following mysql command.

Update rt3.Users set password=MD5('password') where name='username';

Rt is version 3.0.5, I am only using the builtin sql authentication.
Apache is version 1.3.27 (yeah I know).
I have force updated all the perl modules including the MD5 ones.

Symptom is still get the login screen, type in username and password, and it
just resets and comes back to username and login screen again.

Grrr, of course I now have inbound tickets queueing up in the mailqueue that
can not be delivered to RT as it is unavailable.

Is there a way to debug the login process of RT?


--
Ted Serreyn                          262-363-9265
Serreyn Network Services, LLC        http://www.serreyn.com/


-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Ale? Su?nik
Sent: Wednesday, September 10, 2003 2:08 AM
To: 'Ted Serreyn'; rt-users at lists.fsck.com
Subject: RE: [rt-users] problems with login after upgrade to mysql 4.x and
RT 3.0.5

Which platform, which browser?
Your httpd.conf? modperl or fastcgi?

A.

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Ted Serreyn
Sent: Wednesday, September 10, 2003 6:07 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] problems with login after upgrade to mysql 4.x and RT
3.0.5


Was working for 3.0.4 and mysql 3.X, but now I get a login screen, type
username and password, and get the login screen again.  No errors in http
logs, no idea why rt is not logging any debugging information.

Anyone want to give me a short primer in troubleshooting RT?


--
Ted Serreyn                          262-363-9265
Serreyn Network Services, LLC        http://www.serreyn.com/



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

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


_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 InterCept.Net  Wed Sep 10 10:11:27 2003
From: RT at InterCept.Net (RT)
Date: Wed, 10 Sep 2003 10:11:27 -0400
Subject: [rt-users] How to start with Approvals?
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB259579@icptex02.corp.icpt.net>

Approvals is not as clean and defined as you may expect but, it's an
approval process that you can build on. I'm new to RT so I don't have
the underlying experience to really make it better in my environment.
Like forcing the approver to add a comment, only allow
approve/reject/postpone instead of being to resolve the ticket.
Notifying the original ticket requestor with the status of his approval
ticket. Updating the original ticket with the approvers comments/notes
and approval ticket ending status. 

Btw, change the Depended-On-By statement in the template to:
Depended-On-By: TOP

Michael
-----Original Message-----
From: RT 
Posted At: Wednesday, September 10, 2003 9:56 AM
Posted To: RT
Conversation: [rt-users] How to start with Approvals?
Subject: RE: [rt-users] How to start with Approvals?

Here ya go

http://lists.fsck.com/pipermail/rt-users/2003-March/012686.html

Michael

-----Original Message-----
From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] 
Posted At: Wednesday, September 10, 2003 9:43 AM
Posted To: RT
Conversation: [rt-users] How to start with Approvals?
Subject: [rt-users] How to start with Approvals?

If it's not hard for you, please give me some starting points on using 
approvals: docs, tips, tricks, caveats.

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 ted at serreyn.com  Wed Sep 10 10:38:41 2003
From: ted at serreyn.com (Ted Serreyn)
Date: Wed, 10 Sep 2003 09:38:41 -0500
Subject: [rt-devel] RE: [rt-users] problems with login after upgrade to mysql 4.x and RT 3.0.5
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB25B71A@icptex02.corp.icpt.net>
Message-ID: <006e01c377a9$3b0f6970$0d14140a@ad.serreyn.com>

Specific example, here is what I have with nothing showing up in the rt.log
Yes the logfile is read/write to all users.


Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'error');
Set($LogToFile      , undef);
Set($LogDir,'/usr/rt3/var/log/');
Set($LogToFileNamed , 'rt.log');

--
Ted Serreyn                          262-363-9265
Serreyn Network Services, LLC        http://www.serreyn.com/


-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of RT
Sent: Wednesday, September 10, 2003 8:52 AM
To: Ted Serreyn
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-devel] RE: [rt-users] problems with login after upgrade to
mysql 4.x and RT 3.0.5

Turn on logging in your RT_Config file under /opt/rt3/etc

Michael

-----Original Message-----
From: Ted Serreyn [mailto:ted at serreyn.com] 
Posted At: Wednesday, September 10, 2003 9:40 AM
Posted To: RT
Conversation: [rt-devel] RE: [rt-users] problems with login after upgrade to
mysql 4.x and RT 3.0.5
Subject: [rt-devel] RE: [rt-users] problems with login after upgrade to
mysql 4.x and RT 3.0.5

Httpd.conf fragment, perl handler is also loaded for mod_perl
Again this was working before with rt3.0.4 and mysql 3.23.56.

<VirtualHost *>
ServerName support.serreyn.com
DocumentRoot /usr/rt3/share/html
AddDefaultCharset UTF-8
PerlModule Apache::DBI
# PerlFreshRestart On
PerlRequire /usr/rt3/bin/webmux.pl
<Location />
  SetHandler perl-script
  PerlHandler RT::Mason
</Location>
ServerAdmin webmaster at support.serreyn.com
ErrorLog logs/support.serreyn.com-error_log
TransferLog logs/support.serreyn.com-access_log
</VirtualHost>


MySQL version is now 4.0.14, I can look at the rt3 database still as the
rt_user.  I have reset the user password with the following mysql command.

Update rt3.Users set password=MD5('password') where name='username';

Rt is version 3.0.5, I am only using the builtin sql authentication.
Apache is version 1.3.27 (yeah I know).
I have force updated all the perl modules including the MD5 ones.

Symptom is still get the login screen, type in username and password, and it
just resets and comes back to username and login screen again.

Grrr, of course I now have inbound tickets queueing up in the mailqueue that
can not be delivered to RT as it is unavailable.

Is there a way to debug the login process of RT?


--
Ted Serreyn                          262-363-9265
Serreyn Network Services, LLC        http://www.serreyn.com/


-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Ale? Su?nik
Sent: Wednesday, September 10, 2003 2:08 AM
To: 'Ted Serreyn'; rt-users at lists.fsck.com
Subject: RE: [rt-users] problems with login after upgrade to mysql 4.x and
RT 3.0.5

Which platform, which browser?
Your httpd.conf? modperl or fastcgi?

A.

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Ted Serreyn
Sent: Wednesday, September 10, 2003 6:07 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] problems with login after upgrade to mysql 4.x and RT
3.0.5


Was working for 3.0.4 and mysql 3.X, but now I get a login screen, type
username and password, and get the login screen again.  No errors in http
logs, no idea why rt is not logging any debugging information.

Anyone want to give me a short primer in troubleshooting RT?


--
Ted Serreyn                          262-363-9265
Serreyn Network Services, LLC        http://www.serreyn.com/



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

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


_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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-devel mailing list
rt-devel at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-devel
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 bmdeschenes at ubi.com  Wed Sep 10 11:09:57 2003
From: bmdeschenes at ubi.com (Boris-Michel Deschenes)
Date: Wed, 10 Sep 2003 11:09:57 -0400
Subject: [rt-users] RT Approval - How can I manage who has the right to approve a tic
 ket?
Message-ID: <2E17AC0ED12EA54F9BEF813457413A6401200627@srvmail1-mtl.montreal.ubisoft.org>

I'm setting up RT 3.0.4 for our department, everything looks good, I'm
setting approval mechanism on one of the queue, the adminCC reveices an
email stating that a ticket needs his approval but anyone can log on RT
click Approval and approve this ticket... I'm trying to stop this and let
only one person approve. any idea?  here's my approval template:

===Create-Ticket: approval
Subject: Approval request for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: Deployment
Status: Open
Owner: approver
Type: Approval
Content: Someone has made a request for deployment.
The network team needs your approval to complete the deployment.
ENDOFCONTENT

Pretty standard except I added the lines STATUS:OPEN and OWNER:APPROVER to
try to limit the approval to the owner of the approval ticket, but it
doesn't work... ANYONE can approve an approval ticket. Is this normal
behavior? Anyone who has this working correctly would be very kind to let us
know how he did it.  I know I'm not the only one having problems with
approval.

Thank you guys... by the way, great product.


From jesse at bestpractical.com  Wed Sep 10 11:18:50 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 10 Sep 2003 11:18:50 -0400
Subject: [rt-users] Bug: rt CLI not working any more in 3.0.5
In-Reply-To: <2147483647.1063201701@[10.0.255.35]>
References: <2147483647.1063201701@[10.0.255.35]>
Message-ID: <20030910151850.GP30655@fsck.com>



On Wed, Sep 10, 2003 at 01:48:21PM +0200, Dirk Pape wrote:
> Hello,
> 
> in my installation of RT3.0.5 the CLI-tools lost all its functionality it 
> had already in pre-versions:

Remember how we said it was beta quality? ;)
Seriously though, what happened is that the code changed and the
examples didn't keep pace. the developer is working on an updated
version of the documentation.

	-jesse


> root# ./rt show tickets -f id,subject,status 1-3
> rt: show: Unrecognised argument 'tickets'.
> rt: show: No objects specified.
> 
> Dirk.
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

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


From hwagener at hamburg.fcb.com  Wed Sep 10 11:33:01 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 10 Sep 2003 17:33:01 +0200
Subject: [rt-users] Bug: rt CLI not working any more in 3.0.5
In-Reply-To: <20030910151850.GP30655@fsck.com>
References: <2147483647.1063201701@[10.0.255.35]> <20030910151850.GP30655@fsck.com>
Message-ID: <1009416D-E3A4-11D7-A5E7-003065DC18B8@hamburg.fcb.com>

Did I miss the 3.0.5 release announcement or are You talking about the 
last release candidate?

Regards,
     Harald



From RT at InterCept.Net  Wed Sep 10 11:43:55 2003
From: RT at InterCept.Net (RT)
Date: Wed, 10 Sep 2003 11:43:55 -0400
Subject: [rt-users] Bug: rt CLI not working any more in 3.0.5
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B720@icptex02.corp.icpt.net>

You missed it

Michael
-----Original Message-----
From: Harald Wagener [mailto:hwagener at hamburg.fcb.com] 
Posted At: Wednesday, September 10, 2003 11:33 AM
Posted To: RT
Conversation: [rt-users] Bug: rt CLI not working any more in 3.0.5
Subject: Re: [rt-users] Bug: rt CLI not working any more in 3.0.5

Did I miss the 3.0.5 release announcement or are You talking about the 
last release candidate?

Regards,
     Harald

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

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


From RT at InterCept.Net  Wed Sep 10 12:26:02 2003
From: RT at InterCept.Net (RT)
Date: Wed, 10 Sep 2003 12:26:02 -0400
Subject: [rt-users] RT Approval - How can I manage who has the right to approve a tic ket?
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25957B@icptex02.corp.icpt.net>

I have this same issue.... the problem I see is, is that there needs to
be another Global user right for approvals* that a user can be
assigned... 

otherwise you would have to remote the "modify ticket" user right from
the global user rights section and add "modify ticket" to the user under
each queue the user will work out of. *That works*

I setup a user with the following rights and they get this error when
they try to approve their own tickets..

Results     
Approval #727: Notes recorded 
Approval #727: Permission Denied 

mbrown
Current rights
(Check box to revoke right) 
 CommentOnTicket
 CreateTicket
 ModifySelf
 OwnTicket
 ReplyToTicket
 SeeQueue
 ShowTicket
 ShowTicketComments
 StealTicket
 TakeTicket

And under the the queues ChangeControl and EnterpriseOps the user has
only "modify ticket" rights so he can close his tickets and such...

Michael
-----Original Message-----
From: Boris-Michel Deschenes [mailto:bmdeschenes at ubi.com] 
Posted At: Wednesday, September 10, 2003 11:10 AM
Posted To: RT
Conversation: [rt-users] RT Approval - How can I manage who has the
right to approve a tic ket?
Subject: [rt-users] RT Approval - How can I manage who has the right to
approve a tic ket?


I'm setting up RT 3.0.4 for our department, everything looks good, I'm
setting approval mechanism on one of the queue, the adminCC reveices an
email stating that a ticket needs his approval but anyone can log on RT
click Approval and approve this ticket... I'm trying to stop this and
let
only one person approve. any idea?  here's my approval template:

===Create-Ticket: approval
Subject: Approval request for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: Deployment
Status: Open
Owner: approver
Type: Approval
Content: Someone has made a request for deployment.
The network team needs your approval to complete the deployment.
ENDOFCONTENT

Pretty standard except I added the lines STATUS:OPEN and OWNER:APPROVER
to
try to limit the approval to the owner of the approval ticket, but it
doesn't work... ANYONE can approve an approval ticket. Is this normal
behavior? Anyone who has this working correctly would be very kind to
let us
know how he did it.  I know I'm not the only one having problems with
approval.

Thank you guys... by the way, great product.
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

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


From scott.dexter at ingenta.com  Wed Sep 10 14:40:18 2003
From: scott.dexter at ingenta.com (Scott Dexter)
Date: Wed, 10 Sep 2003 14:40:18 -0400
Subject: [rt-users] Upgrading from 2.0.15
Message-ID: <1063219218.2927.7.camel@zim.local>

What is the simplest way to upgrade from 2.0.15 to the latest 3.x
version?

-- 
Scott Dexter



From rui.ferreira at tvcabo.pt  Wed Sep 10 15:47:15 2003
From: rui.ferreira at tvcabo.pt (Rui Ferreira)
Date: Wed, 10 Sep 2003 20:47:15 +0100
Subject: [rt-users] RTIR upgrades/uninstall
In-Reply-To: <200308281158.h7SBwg824204@galadriel.rediris.es>
Message-ID: <EXCH01SMTP04QVjp3b600028aa3@smtp.netcabo.pt>

Hi all,

Have some issues, would like to know if anyone had the same.

- The 2nd time I installed RTIR, (as didn't had upgrade info) of course it
duplicated the db references, now I have 2 DutyTeam groups (which is the
best way to remove this?), had also duplicated scrips and templates which I
removed but in the creation of TT, still appears several duplicated fields
as shown:

#     Sex. Ago. 29 12:18:09 2003  RT_System - Starts alterado de N?o
definido para Sex. Ago. 29 12:18:09 2003      
#     Sex. Ago. 29 12:18:10 2003  RT_System - Due alterado de S?b. Ago. 30
12:18:05 2003 para Sex. Ago. 29 15:18:09 2003      
#     Sex. Ago. 29 12:18:11 2003  RT_System - SLA Full service adicionado

#     Sex. Ago. 29 12:18:12 2003  RT_System - State new adicionado      
#     Sex. Ago. 29 12:18:14 2003  RT_System - State new adicionado      
#     Sex. Ago. 29 12:18:16 2003  RT_System - State new adicionado      
#     Sex. Ago. 29 12:18:20 2003  RT_System - State new adicionado      
#     Sex. Ago. 29 12:18:26 2003  RT_System - State new adicionado      
#     Sex. Ago. 29 12:18:45 2003  RT_System - HowReported Email adicionado

#     Sex. Ago. 29 12:18:50 2003  RT_System - HowReported Email adicionado

#     Sex. Ago. 29 12:18:56 2003  RT_System - HowReported Email adicionado

#     Sex. Ago. 29 12:19:04 2003  RT_System - HowReported Email adicionado

 #     Sex. Ago. 29 12:19:10 2003  RT_System - HowReported Email adicionado



And this of course puts some heavy in the system.
That leads to another issue, the all system is in good shape and fast, but
whenever I select RTIR from left menu, it takes more than 5min to open, when
it opens. Several times return in error.

My enviroment is:

RedHat 9
Perl compiled at hand (because of the problems with the Redhat one)  v5.8.0
built for i686-linux
Apache 2.0.47 with mod_perl 1.99_08
MySQL 4.0.14

Any ideias? TIA!

Rui Ferreira

_______________________________________________
RTIR mailing list
RTIR at lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rtir



From alesh at sportina.si  Wed Sep 10 16:04:58 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Wed, 10 Sep 2003 22:04:58 +0200
Subject: [rt-users] Upgrading from 2.0.15
In-Reply-To: <1063219218.2927.7.camel@zim.local>
Message-ID: <000001c377d6$d3315c40$0c16fad5@OMNIBOOK>

Scott,

this is documented in the READMe file included in the tarball.
The upgrade is perhaps a bit harder, but don't let that stop you!

A.

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Scott Dexter
Sent: Wednesday, September 10, 2003 8:40 PM
To: rt-users
Subject: [rt-users] Upgrading from 2.0.15


What is the simplest way to upgrade from 2.0.15 to the latest 3.x
version?

-- 
Scott Dexter

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 CTavernier at ksplastic.com  Wed Sep 10 17:54:59 2003
From: CTavernier at ksplastic.com (Tavernier, Clayton)
Date: Wed, 10 Sep 2003 14:54:59 -0700
Subject: [rt-users] Recommended Hard Drive size
Message-ID: <878C4F4A3000004DA97043EBF896B0F38C9350@server7.ksplastic.com>

I had tried to set up an RT system a while back and ran into problems and
distractions so it was never finished.  I'm planning on starting again and
was wondering what was the recommended hard drive size for a single RT
system.  I will be using Red Hat 9 and have roughly 200 employees with a max
of 10 tickets a day.  I'm assuming a 20gb drive would be enough but I wanted
to double-check.  Thanks.

Clayton

Clayton Tavernier
IS Consultant
Kennerly-Spratling, Inc.

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From sean.perry at intransa.com  Wed Sep 10 18:08:45 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Wed, 10 Sep 2003 15:08:45 -0700
Subject: [rt-users] Recommended Hard Drive size
In-Reply-To: <878C4F4A3000004DA97043EBF896B0F38C9350@server7.ksplastic.com>
References: <878C4F4A3000004DA97043EBF896B0F38C9350@server7.ksplastic.com>
Message-ID: <3F5FA0ED.3060101@intransa.com>

Tavernier, Clayton wrote:

> I had tried to set up an RT system a while back and ran into problems 
> and distractions so it was never finished.  I'm planning on starting 
> again and was wondering what was the recommended hard drive size for a 
> single RT system.  I will be using Red Hat 9 and have roughly 200 
> employees with a max of 10 tickets a day.  I'm assuming a 20gb drive 
> would be enough but I wanted to double-check.  Thanks.
> 

It really depends on the types of tickets, how many replies each one 
will get, etc.  I have a system with around 200 tickets which has used a 
whole of 25M.  If you users like to attach pdf, doc, etc files to 
tickets expect the database to balloon accordingly.




From dwilson at virtc.com  Wed Sep 10 18:34:27 2003
From: dwilson at virtc.com (Doug Wilson)
Date: 10 Sep 2003 18:34:27 -0400
Subject: [rt-users] how to upgrade from RT 1.0.7 to 3.0.5
Message-ID: <1063233269.24871.15.camel@ferdinand.virtc.com>

I've got an RT 1.0.7 install with thousands of tickets, and I'd like to
upgrade to RT 3.0.5.  There's an script to upgrade from RT 2.X to 3.X, (
http://www.fsck.com/pub/rt/devel/rt2-to-rt3.tar.gz )
but I don't see one for upgrading from 1.X to 3.X, or even from 1.X to
2.X.

Does anyone know of a relatively painless way to upgrade from 1.0.7 to
3.0.5?  Thanks.

-- 
-----------------------------------------------------------
Doug Wilson
Project Director - Information Systems
Virtual Technology Corporation
703-658-7050
dwilson at virtc.com



From pdh at snapgear.com  Wed Sep 10 19:24:00 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 11 Sep 2003 09:24:00 +1000
Subject: [rt-users] how to upgrade from RT 1.0.7 to 3.0.5
In-Reply-To: <1063233269.24871.15.camel@ferdinand.virtc.com>
References: <1063233269.24871.15.camel@ferdinand.virtc.com>
Message-ID: <20030910232400.GD632@moreton.com.au>

Doug Wilson wrote:
> but I don't see one for upgrading from 1.X to 3.X, or even from 1.X to
> 2.X.

http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/import-1.0-to-2.0

good luck!
-- 
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 joseph85750 at yahoo.com  Wed Sep 10 19:28:40 2003
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Wed, 10 Sep 2003 16:28:40 -0700 (PDT)
Subject: [rt-users] RT2 - searching for dead tickets
In-Reply-To: <1063233269.24871.15.camel@ferdinand.virtc.com>
Message-ID: <20030910232840.71261.qmail@web13114.mail.yahoo.com>

I run RT2.0.15 and am performing some searches.  I was
interested in all tickets in a particular queue
created in July.  I have nothing set for 'status', so
I would expect all tickets (even dead) to show up. 
The dead tickets do not show up.  In fact, if I
specifically search for 'dead' tickets, I get no
results.  I can manually go to the 'dead' ticket, and
it's still accessible.
Is this a bug in RT2?


__________________________________
Do you Yahoo!?
Yahoo! SiteBuilder - Free, easy-to-use web site design software
http://sitebuilder.yahoo.com


From pdh at snapgear.com  Wed Sep 10 19:35:37 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 11 Sep 2003 09:35:37 +1000
Subject: [rt-users] RT2 - searching for dead tickets
In-Reply-To: <20030910232840.71261.qmail@web13114.mail.yahoo.com>
References: <1063233269.24871.15.camel@ferdinand.virtc.com> <20030910232840.71261.qmail@web13114.mail.yahoo.com>
Message-ID: <20030910233537.GF632@moreton.com.au>

Joseph Spenner wrote:
> I would expect all tickets (even dead) to show up. 
> The dead tickets do not show up.  In fact, if I
> specifically search for 'dead' tickets, I get no
> results.  I can manually go to the 'dead' ticket, and
> it's still accessible.
> Is this a bug in RT2?

No, it's a feature. Dead tickets are, well, dead. They're
effectively deleted. They're not supposed to be able to
be searched.
-- 
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 joseph85750 at yahoo.com  Wed Sep 10 19:46:37 2003
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Wed, 10 Sep 2003 16:46:37 -0700 (PDT)
Subject: [rt-users] RT2 - searching for dead tickets
In-Reply-To: <20030910233537.GF632@moreton.com.au>
Message-ID: <20030910234637.33683.qmail@web13105.mail.yahoo.com>

--- Phil Homewood <pdh at snapgear.com> wrote:
> Joseph Spenner wrote:
> > I would expect all tickets (even dead) to show up.
> 
> > The dead tickets do not show up.  In fact, if I
> > specifically search for 'dead' tickets, I get no
> > results.  I can manually go to the 'dead' ticket,
> and
> > it's still accessible.
> > Is this a bug in RT2?
> 
> No, it's a feature. Dead tickets are, well, dead.
> They're
> effectively deleted. They're not supposed to be able
> to
> be searched.
> -- 

So, the selection of "dead" in the 'status' dropdown
will never yield any useful results?


__________________________________
Do you Yahoo!?
Yahoo! SiteBuilder - Free, easy-to-use web site design software
http://sitebuilder.yahoo.com


From pdh at snapgear.com  Wed Sep 10 19:53:37 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 11 Sep 2003 09:53:37 +1000
Subject: [rt-users] RT2 - searching for dead tickets
In-Reply-To: <20030910234637.33683.qmail@web13105.mail.yahoo.com>
References: <20030910233537.GF632@moreton.com.au> <20030910234637.33683.qmail@web13105.mail.yahoo.com>
Message-ID: <20030910235337.GH632@moreton.com.au>

Joseph Spenner wrote:
> So, the selection of "dead" in the 'status' dropdown
> will never yield any useful results?

Correct. Perhaps its inclusion there could be considered
a bug in itself.
-- 
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 Rich.West at wesmo.com  Wed Sep 10 20:15:55 2003
From: Rich.West at wesmo.com (Rich West)
Date: Wed, 10 Sep 2003 20:15:55 -0400
Subject: [rt-users] MySQL 3 or MySQL 4
In-Reply-To: <356B4F7FF37DD3119247009027D3B289032142E3@jocks.ihigh.com>
References: <356B4F7FF37DD3119247009027D3B289032142E3@jocks.ihigh.com>
Message-ID: <3F5FBEBB.9000600@wesmo.com>

I looked and thought "Is that right"?  So I went and checked the docs, 
and, low-and-behold, the docs say that it supports MySQL 4.0.9 and NEWER.

Is anyone out there running MySQL 3.x with RT 3 and not experiencing 
problems?

I've got an odd problem that I was going to post to the list 
(periodically, RT would "lose" its connection to the database) that I 
didn't have an answer for (found one post relating to it, but no 
responses, and posted my own with no responses. :( ), but now I am 
thinking it might be a database incompatibility..

Any big gotchas going to MySQL 4?

-Rich

> The documentation for RT 3.x says it requires at least mysql 4.x (I 
> think it was more specific) because of some problems in the way mysql 
> 3.x handles certain SQL statements. I'd suggest upgrading mysql first 
> of all.
>




From stvs_he at es.skz.sony.co.jp  Wed Sep 10 20:58:46 2003
From: stvs_he at es.skz.sony.co.jp (hjl)
Date: Thu, 11 Sep 2003 09:58:46 +0900
Subject: [rt-users] (no subject)
Message-ID: <002801c377ff$dd26cfe0$1200a8c0@sony>



From jesse at bestpractical.com  Wed Sep 10 21:21:14 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 10 Sep 2003 21:21:14 -0400
Subject: [rt-users] MySQL 3 or MySQL 4
In-Reply-To: <3F5FBEBB.9000600@wesmo.com>
References: <356B4F7FF37DD3119247009027D3B289032142E3@jocks.ihigh.com> <3F5FBEBB.9000600@wesmo.com>
Message-ID: <20030911012114.GH30655@fsck.com>



On Wed, Sep 10, 2003 at 08:15:55PM -0400, Rich West wrote:
> 
> I've got an odd problem that I was going to post to the list 
> (periodically, RT would "lose" its connection to the database) that I 
> didn't have an answer for (found one post relating to it, but no 
> responses, and posted my own with no responses. :( ), but now I am 
> thinking it might be a database incompatibility..

That's actually fixed in 3.0.5. It was an instance of the dreaded mysql
morning bug.

	Jesse


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


From dag at dynasim.se  Thu Sep 11 01:18:54 2003
From: dag at dynasim.se (Dag Bruck)
Date: Thu, 11 Sep 2003 07:18:54 +0200
Subject: [rt-users] What needs to be backed up?
Message-ID: <200309110518.h8B5Isk12310@net.dynasim.se>

I have not  found any documentation on what files should be backed up:

- For a routine backup of the database.
- Before upgrading to a new version of RT or tinkering with the setup.

Any suggestions would be most welcome.

Dag Bruck
Dynasim, Sweden


From Thomas.Knaupp at schwarz.de  Thu Sep 11 03:43:20 2003
From: Thomas.Knaupp at schwarz.de (Knaupp, Thomas)
Date: Thu, 11 Sep 2003 09:43:20 +0200
Subject: AW: [rt-users] What needs to be backed up?
Message-ID: <8AE380CFA13C7248966C234D54F967766AD640@scsw2kks1.d1scs.lan>

Hello Dag,

I think a backup of your /path/to/rt3 directory,
apache configuration and a dump of the rt3-database
should be enough.

/usr/bin/mysqldump -e -u rt3user --password=rt3password rt3database > /path/to/mysql_dump

Tom


 | -----Urspr?ngliche Nachricht-----
 | Von: Dag Bruck [mailto:dag at dynasim.se]
 | Gesendet: Donnerstag, 11. September 2003 07:19
 | An: rt-users at lists.fsck.com
 | Betreff: [rt-users] What needs to be backed up?
 | 
 | 
 | I have not  found any documentation on what files should be 
 | backed up:
 | 
 | - For a routine backup of the database.
 | - Before upgrading to a new version of RT or tinkering with 
 | the setup.
 | 
 | Any suggestions would be most welcome.
 | 
 | Dag Bruck
 | Dynasim, Sweden



From francesca.delcorso at fi.infn.it  Thu Sep 11 06:10:59 2003
From: francesca.delcorso at fi.infn.it (Francesca Del Corso)
Date: Thu, 11 Sep 2003 12:10:59 +0200
Subject: [rt-users] ticket lost if httpd not running
Message-ID: <000401c3784c$ff5e8ce0$149154c0@fi.infn.it>

Hi,
 
We have this scenario:
 
when a user sends a request via e-mail to RT, the mail server (which is
not the RT machine) receives and forwardes it to the RT machine; on the
RT machine there is Postfix which redirects the request to RT software;
if the apache web server on the RT machine does not work (httpd is
stopped for some reasone),  the request is not managed by  RT and no
error is sent to the sender because the mail server was able to forward
the e-mail to the RT machine which is reachable and functional. 
There is any problem if the RT machine is not reachable: the web server
retries to send the e-mail request for a period after which an e-mail
error is sent back to the sender.
 
How can I do for not to lose ticket request or correspondence between
users and RT? 
 
Our configurations are: 
RH 9.0
Postfix1.1.12-1
mysql  Ver 11.18 Distrib 3.23.56 
apache 2.0.40
 
Thanks in advance.
 
Francesca Del Corso
 
I.N.F.N. - Sez. Firenze
Sesto Fiorentino - Italy
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From john at frumious.unidec.co.uk  Thu Sep 11 08:33:16 2003
From: john at frumious.unidec.co.uk (dr john halewood)
Date: Thu, 11 Sep 2003 13:33:16 +0100
Subject: [rt-users] how to upgrade from RT 1.0.7 to 3.0.5
In-Reply-To: <20030910232400.GD632@moreton.com.au>
References: <1063233269.24871.15.camel@ferdinand.virtc.com> <20030910232400.GD632@moreton.com.au>
Message-ID: <200309111233.h8BCXHId011103@frumious.unidec.co.uk>

On Thursday 11 Sep 2003 12:24 am, Phil Homewood wrote:
>Doug Wilson wrote:
>> but I don't see one for upgrading from 1.X to 3.X, or even from 1.X to
>> 2.X.
>
>http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/import-1.0-to-2.0

I've done the 1.X -> 3.X upgrade a number of times without any trouble, but 
there are a couple of pitfalls it might be worth noting. It can be quite time 
consuming:  importing from 1.0 to 2.0 is relatively quick, as the 1.0 
database structure is relatively minimal. 2.0 -> 3.0 is much slower. Doing a 
trial run on a spare machine is probably a good move so you can estimate how 
much downtime you might face.

 Another thing to note is that you never actually have to run the rt2 
instance - it's only there for data transfer. I'd recommend not bothering to 
set Apache up for it: if you use mod_perl you can't run an rt2 and rt3 
instance on the same Apache instance (you need at least 2 sets of processes 
and 2 config files).

cheers
john



From lieven.tomme at aquanta.com  Thu Sep 11 10:24:22 2003
From: lieven.tomme at aquanta.com (Lieven Tomme)
Date: Thu, 11 Sep 2003 15:24:22 +0100
Subject: [rt-users] RTFM Install error
In-Reply-To: <C97E2D894A08C8469EF6ED4ED430924C04A664@mail.internal.nemsys.com>
References: <C97E2D894A08C8469EF6ED4ED430924C04A664@mail.internal.nemsys.com>
Message-ID: <20030911131007.M70923@webmail.aquanta.com>

Hello,
It looks like I encountered a similar error as Donald did, upon trying to 
install RTFM, as you can see below.
Anyone having an idea how to get this straightened? I didn't see a reply yet 
on Donalds mail.
These are the only 2 modifications I performed in the Mafile:
  CONFIG_FILE_PATH  = /usr/local/rt3/etc
  CONFIG_FILE = $(CONFIG_FILE_PATH)/RT_SiteConfig.pm
Looking forward for help, and thanking in advance,
Lieven


----


# make install
cp -rvp lib/* `/usr/bin/perl -
e'require "/usr/local/rt3/etc/RT_SiteConfig.pm"; print ${$RT::{$ARGV
[0]}};' "LibPath"`
Undefined subroutine &RT::Set called at /usr/local/rt3/etc/RT_SiteConfig.pm 
line 27.
Compilation failed in require at -e line 1.




On Sat, 30 Aug 2003 15:05:54 -0400, Donald A. McCallum wrote
> Hello, 
> I am trying to install the RT-Faq manager plugin and when running make 
install I recieve the following error. 
> ? 
> mkdir `/usr/bin/perl -e'require "/opt/rt3/etc/RT_Config.pm"; print ${$RT::
{$ARGV[0]}};' "MasonLocalComponentRoot"`/RTFM
> Undefined subroutine &RT::Set called at /opt/rt3/etc/RT_Config.pm line 27.
> 
> I have tried pointing this to my RT_SiteConfig.pm as well with the same 
result. 
> Additionally, there is nothing actually at line 27. 
> ? 
> I am running RedHat 7.3 with RT3. 
> ? 
> Any clues would be helpfull. 
> ? 
> Thanks, 
> -Don McCallum 
> ?mccallum at nemsys.com 


From JDiaz at esabel.net  Thu Sep 11 09:28:38 2003
From: JDiaz at esabel.net (Jaime Diaz)
Date: Thu, 11 Sep 2003 10:28:38 -0300
Subject: [rt-users] MySQL 3 or MySQL 4
Message-ID: <3A54947595874945B59D87BAF4FC0BAA2A48EB@svrmail001.esabel.com>

I'm using MySQL 3.23.something (that comes wiht Red Hat 8) and I'm not
having any problems.

-----Original Message-----
From: Rich West [mailto:Rich.West at wesmo.com]
Sent: Mi?rcoles, 10 de Septiembre de 2003 09:16 p.m.
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] MySQL 3 or MySQL 4


I looked and thought "Is that right"?  So I went and checked the docs, 
and, low-and-behold, the docs say that it supports MySQL 4.0.9 and NEWER.

Is anyone out there running MySQL 3.x with RT 3 and not experiencing 
problems?

I've got an odd problem that I was going to post to the list 
(periodically, RT would "lose" its connection to the database) that I 
didn't have an answer for (found one post relating to it, but no 
responses, and posted my own with no responses. :( ), but now I am 
thinking it might be a database incompatibility..

Any big gotchas going to MySQL 4?

-Rich

> The documentation for RT 3.x says it requires at least mysql 4.x (I 
> think it was more specific) because of some problems in the way mysql 
> 3.x handles certain SQL statements. I'd suggest upgrading mysql first 
> of all.
>


_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 InterCept.Net  Thu Sep 11 09:33:29 2003
From: RT at InterCept.Net (RT)
Date: Thu, 11 Sep 2003 09:33:29 -0400
Subject: [rt-users] MySQL 3 or MySQL 4
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B725@icptex02.corp.icpt.net>

I was using mysql 3.* that came with red hat 8 as well... but now I'm on mysql 4.0.* (upgraded through rpm's on mysql.com)

Michael

-----Original Message-----
From: Jaime Diaz [mailto:JDiaz at esabel.net] 
Posted At: Thursday, September 11, 2003 9:29 AM
Posted To: RT
Conversation: [rt-users] MySQL 3 or MySQL 4
Subject: RE: [rt-users] MySQL 3 or MySQL 4

I'm using MySQL 3.23.something (that comes wiht Red Hat 8) and I'm not
having any problems.

-----Original Message-----
From: Rich West [mailto:Rich.West at wesmo.com]
Sent: Mi?rcoles, 10 de Septiembre de 2003 09:16 p.m.
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] MySQL 3 or MySQL 4


I looked and thought "Is that right"?  So I went and checked the docs, 
and, low-and-behold, the docs say that it supports MySQL 4.0.9 and NEWER.

Is anyone out there running MySQL 3.x with RT 3 and not experiencing 
problems?

I've got an odd problem that I was going to post to the list 
(periodically, RT would "lose" its connection to the database) that I 
didn't have an answer for (found one post relating to it, but no 
responses, and posted my own with no responses. :( ), but now I am 
thinking it might be a database incompatibility..

Any big gotchas going to MySQL 4?

-Rich

> The documentation for RT 3.x says it requires at least mysql 4.x (I 
> think it was more specific) because of some problems in the way mysql 
> 3.x handles certain SQL statements. I'd suggest upgrading mysql first 
> of all.
>


_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 khera at kcilink.com  Thu Sep 11 09:43:02 2003
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 11 Sep 2003 09:43:02 -0400
Subject: [rt-users] What needs to be backed up?
In-Reply-To: <200309110518.h8B5Isk12310@net.dynasim.se>
References: <200309110518.h8B5Isk12310@net.dynasim.se>
Message-ID: <16224.31718.266219.269293@yertle.int.kciLink.com>

>>>>> "DB" == Dag Bruck <dag at dynasim.se> writes:

DB> I have not  found any documentation on what files should be backed up:
DB> - For a routine backup of the database.

that's easy.  just use your DB server's dump utility to get a
consistent backup.  postgres does this with pg_dump.

you should also back up any file you edited during installation,
usually just the RT site config file.

DB> - Before upgrading to a new version of RT or tinkering with the setup.

same as routine backup, i should think, as long as you have the
original source for the RT version you're upgrading/tinkering.


From weissre at inf.ethz.ch  Thu Sep 11 10:16:57 2003
From: weissre at inf.ethz.ch (Rene Weiss)
Date: Thu, 11 Sep 2003 16:16:57 +0200
Subject: [rt-users] Changing autogeneratet username
Message-ID: <3F6083D9.7050904@inf.ethz.ch>

Hello

I want to change the name of new users generatet by
request over rt-mailgate from "username at domain.xxx"
to "username".

can someone tell me where and how i have to modify the
code? I think it should be a small modification, but i
can't find the right place for it.

thank you.
- Rene Weiss



From amy at real-time.com  Thu Sep 11 10:23:19 2003
From: amy at real-time.com (Amy Tanner)
Date: Thu, 11 Sep 2003 09:23:19 -0500
Subject: [rt-users] Performance Issues
Message-ID: <20030911142318.GC14017@real-time.com>

We're currently running RT 3.0.3 with perl 5.6.1 on a RH 7.3 box and
using postgresql 7.1.3.  When creating or modifying tickets, it can take
30-60 seconds to complete.  It looks like the database connection/query
takes only about 3 seconds.  I can't figure out what's causing it to be
so slow.  I noticed a few other threads on this topic recently (from
August) but no obvious answers.  Any ideas?  Thanks.

Note: I have not upgraded to 3.0.5 because of the perl 5.8 requirement.
If this is the solution to my performance issues, I will pursue this
option though.
-- 
Amy Tanner
amy at real-time.com


From jjasen at datafoundation.com  Thu Sep 11 10:30:50 2003
From: jjasen at datafoundation.com (John Jasen)
Date: Thu, 11 Sep 2003 10:30:50 -0400 (EDT)
Subject: [rt-users] Performance Issues
In-Reply-To: <20030911142318.GC14017@real-time.com>
Message-ID: <Pine.LNX.4.44.0309111028210.5100-100000@duellist.datafoundation.com>

On Thu, 11 Sep 2003, Amy Tanner wrote:

> We're currently running RT 3.0.3 with perl 5.6.1 on a RH 7.3 box and
> using postgresql 7.1.3.  When creating or modifying tickets, it can take
> 30-60 seconds to complete.  It looks like the database connection/query
> takes only about 3 seconds.  I can't figure out what's causing it to be
> so slow.  I noticed a few other threads on this topic recently (from
> August) but no obvious answers.  Any ideas?  Thanks.

One thing I noticed, without doing any tuning of httpd or the DB (in my 
case, mysql), is that throwing more memory at it helps. The box went from 
512MB to 768MB and there was marked improvement in RT 3.0.4 performance.

I can't comment on bumping it up to 1GB, because in that same round, I 
moved to mysql 4.0.x, which by itself improved performance over mysql 3.x 
-- but that doesn't help you. :)

This is also on a 7.3 system.




From RT at InterCept.Net  Thu Sep 11 10:35:26 2003
From: RT at InterCept.Net (RT)
Date: Thu, 11 Sep 2003 10:35:26 -0400
Subject: [rt-users] Performance Issues
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B726@icptex02.corp.icpt.net>

Try running top sorted by either top cpu or memory while modifying your
ticket and see whats going on. Also, are there a lot of users modifying
and creating new tickets as well? Is the system heavily used by other
services? 

Michael

-----Original Message-----
From: Amy Tanner [mailto:amy at real-time.com] 
Posted At: Thursday, September 11, 2003 10:23 AM
Posted To: RT
Conversation: [rt-users] Performance Issues
Subject: [rt-users] Performance Issues

We're currently running RT 3.0.3 with perl 5.6.1 on a RH 7.3 box and
using postgresql 7.1.3.  When creating or modifying tickets, it can take
30-60 seconds to complete.  It looks like the database connection/query
takes only about 3 seconds.  I can't figure out what's causing it to be
so slow.  I noticed a few other threads on this topic recently (from
August) but no obvious answers.  Any ideas?  Thanks.

Note: I have not upgraded to 3.0.5 because of the perl 5.8 requirement.
If this is the solution to my performance issues, I will pursue this
option though.
-- 
Amy Tanner
amy at real-time.com
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

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


From amy at real-time.com  Thu Sep 11 11:11:03 2003
From: amy at real-time.com (Amy Tanner)
Date: Thu, 11 Sep 2003 10:11:03 -0500
Subject: [rt-users] Performance Issues
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB25B726@icptex02.corp.icpt.net>
References: <A8ED8823644C614280ACAC1A4D3E93FB25B726@icptex02.corp.icpt.net>
Message-ID: <20030911151102.GD14017@real-time.com>

On Thu, Sep 11, 2003 at 10:35:26AM -0400, RT (RT at InterCept.Net) wrote:
> Try running top sorted by either top cpu or memory while modifying your
> ticket and see whats going on. Also, are there a lot of users modifying
> and creating new tickets as well? Is the system heavily used by other
> services? 

We don't have many users yet so it's not being used simulataneously by 
many users.

The system is running a few other services, but nothing too
resource-intensive.  It has 512Mb memory and 512Mb swap, but most of the
swap space is free.  Here's a sample:

 10:01am  up 34 days,  3:07,  6 users,  load average: 0.27, 0.14, 0.03
142 processes: 141 sleeping, 1 running, 0 zombie, 0 stopped
CPU0 states: 10.3% user,  7.1% system,  0.0% nice, 82.0% idle
CPU1 states: 32.0% user,  7.0% system,  0.0% nice, 60.4% idle
Mem:   513524K av,  471284K used,   42240K free,       0K shrd,   69136K buff
Swap:  526296K av,   21836K used,  504460K free                  199104K cached

  PID USER     PRI  NI  SIZE  RSS SHARE STAT %CPU %MEM   TIME COMMAND
18013 webusr    23   0 29556  28M 15080 S    34.7  5.7   0:09 httpd

A few more details:

o dual PIII 500Mhz box
o apache 1.3.27
o postgres is running on another box - RHAS 2.1, 1Gb RAM, dual PIII
500Mhz

Running top on the postgres box, I see postmaster taking up 98% of the
CPU when I'm modifying tickets and it seems to stay that way until the
modify is complete.  So, maybe it is postgres afterall.

For now, I've resorted to using the email gateway as much as possible to
avoid the slow web interface.

-- 
Amy Tanner
amy at real-time.com


From mikhail.sobolev at transas.com  Thu Sep 11 11:20:46 2003
From: mikhail.sobolev at transas.com (Mikhail Sobolev)
Date: Thu, 11 Sep 2003 16:20:46 +0100
Subject: [rt-users] Documentation for RT3
Message-ID: <20030911152046.GA7391@transas.co.uk>

There are some documents @ http://bestpractical.com/rt/docs.html

I wonder how these were prepared (except for the Chinese variant :).

Thanks

--
Misha


From Samuel.Senoner at eurac.edu  Thu Sep 11 11:47:08 2003
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Thu, 11 Sep 2003 17:47:08 +0200
Subject: [rt-users] Changing autogeneratet username
Message-ID: <8ABC35686C73554691F3481C4023BE5E9331ED@abz01be.eurac.edu>

Your username at domain.xxx is the e-mail address of the user.
You should look at path to rt /RT/Interface/Email/Auth/MailFrom.pm 
How do you authenticate your users?
If you do it by LDAP you can import the userername by LDAP......

Samuel


-----Original Message-----
From: Rene Weiss [mailto:weissre at inf.ethz.ch] 
Sent: Thursday,11 September,2003 16:17
To: rt-users at lists.fsck.com

Hello

I want to change the name of new users generatet by request over
rt-mailgate from "username at domain.xxx"
to "username".

can someone tell me where and how i have to modify the code? I think it
should be a small modification, but i can't find the right place for it.

thank you.
- Rene Weiss

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

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




From les at futuresource.com  Thu Sep 11 13:25:28 2003
From: les at futuresource.com (Les Mikesell)
Date: 11 Sep 2003 12:25:28 -0500
Subject: [rt-users] postgres slowdowns? (pg 7.3.4, rt 3.0.4)
In-Reply-To: <16221.63808.458894.100638@yertle.int.kciLink.com>
References: <3F40597C-E2DD-11D7-85F7-0003930D3626@genome.chop.edu>
	 <16221.63808.458894.100638@yertle.int.kciLink.com>
Message-ID: <1063301128.20250.70.camel@moola.futuresource.com>

On Tue, 2003-09-09 at 11:01, Vivek Khera wrote:

> are you by chance running a vacuum on your DB at the same time?
> 
> have you tuned your PG beyond the defaults for amount of shared memory
> and sort memory?
> 
> what is the concurrency of use at the slow times?

I just copied over about 12,000 tickets from a fairly snappy
rt2/mysql to a different machine with rt3/postgresql and it
is extremely slow even with just one user.  I've done a
vacuum analyze but am still running with the default postmaster
settings from a RedHat RPM install.   Can you suggest some
options to speed it up?  The machine has a gig of ram (the other
one had 2 gigs) but I can add more if needed.

---
   Les Mikesell
    les at futuresource.com



From wesley.sheldahl at ihigh.com  Thu Sep 11 13:42:50 2003
From: wesley.sheldahl at ihigh.com (wesley.sheldahl at ihigh.com)
Date: Thu, 11 Sep 2003 13:42:50 -0400
Subject: [rt-users] postgres slowdowns? (pg 7.3.4, rt 3.0.4)
Message-ID: <356B4F7FF37DD3119247009027D3B289032142EF@jocks.ihigh.com>

The thing to remember is that Postgresql's settings are extremely
conservative, i.e. low, to start with. The rationale is that they want
anyone to be able to get postgresql at least running immediately, even on
very limited hardware.

I know shared_buffers is one of the main variables you'll want to increase
dramatically; I would search for that on the postgresql users mailing list;
the subject has been discussed extensively there. 

-- 
Wes Sheldahl
iHigh NetOps 

-----Original Message-----
From: Les Mikesell [mailto:les at futuresource.com]
Sent: Thursday, September 11, 2003 1:25 PM
To: Vivek Khera
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] postgres slowdowns? (pg 7.3.4, rt 3.0.4)


On Tue, 2003-09-09 at 11:01, Vivek Khera wrote:

> are you by chance running a vacuum on your DB at the same time?
> 
> have you tuned your PG beyond the defaults for amount of shared memory
> and sort memory?
> 
> what is the concurrency of use at the slow times?

I just copied over about 12,000 tickets from a fairly snappy
rt2/mysql to a different machine with rt3/postgresql and it
is extremely slow even with just one user.  I've done a
vacuum analyze but am still running with the default postmaster
settings from a RedHat RPM install.   Can you suggest some
options to speed it up?  The machine has a gig of ram (the other
one had 2 gigs) but I can add more if needed.

---
   Les Mikesell
    les at futuresource.com

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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
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From scott.dexter at mailsrv.prov.ingenta.com  Thu Sep 11 14:13:59 2003
From: scott.dexter at mailsrv.prov.ingenta.com (Scott Dexter)
Date: Thu, 11 Sep 2003 14:13:59 -0400
Subject: [rt-users] RT 3.0.4 very slow when  replying to tickets via web interface
Message-ID: <000001c37890$794fc300$7a9ba8c0@gaz>

 

We?re using MySQL, and apache 1.3.27 with mod_perl. When you attempt to
reply with the web interface, it spins it?s wheels for a Long time (60
seconds and more) then finally goes through.  Not seeing high loads on the
machine and RT only has 5 users at any given time, the DB has about 1500
tickets in it.  Any thoughts?

 

Scott

 

----

Scott Dexter

 


---
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From ap at webhostbrasil.com.br  Thu Sep 11 14:27:17 2003
From: ap at webhostbrasil.com.br (Ana Paula Prado)
Date: Thu, 11 Sep 2003 15:27:17 -0300
Subject: [rt-users] Error upgrading RT 303 to 305 - Invalid user www !
Message-ID: <20030911151747.B94F.AP@webhostbrasil.com.br>

Hi !

I was to bring up to upgrade the RT 3.0.3 to 3.0.5 version with command "make upgrade" and
get this error :

chown: www: invalid user
make: *** [fixperms] Error 1

My apache user is nobody.

How can I fix this ?

Please, help me! 

-- 
Ana Paula Prado <ap at webhostbrasil.com.br>



From RT at InterCept.Net  Thu Sep 11 14:37:45 2003
From: RT at InterCept.Net (RT)
Date: Thu, 11 Sep 2003 14:37:45 -0400
Subject: [rt-users] Error upgrading RT 303 to 305 - Invalid user www !
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B72F@icptex02.corp.icpt.net>

Vi your /etc/httpd/conf/httpd.conf file to see what user your httpd runs
as and then edit the makefile where www user/group is and put your info
there. I had to do it and it worked.

Michael

-----Original Message-----
From: Ana Paula Prado [mailto:ap at webhostbrasil.com.br] 
Posted At: Thursday, September 11, 2003 2:27 PM
Posted To: RT
Conversation: [rt-users] Error upgrading RT 303 to 305 - Invalid user
www !
Subject: [rt-users] Error upgrading RT 303 to 305 - Invalid user www !


Hi !

I was to bring up to upgrade the RT 3.0.3 to 3.0.5 version with command
"make upgrade" and
get this error :

chown: www: invalid user
make: *** [fixperms] Error 1

My apache user is nobody.

How can I fix this ?

Please, help me! 

-- 
Ana Paula Prado <ap at webhostbrasil.com.br>

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 meeroh at mit.edu  Thu Sep 11 14:38:45 2003
From: meeroh at mit.edu (Miro Jurisic)
Date: Thu, 11 Sep 2003 14:38:45 -0400
Subject: [rt-users] Resolve approvals
In-Reply-To: <1062828233.49322.13.camel@localhost>
References: <p0600201abb7f24751164@[18.101.0.199]>
 <1062828233.49322.13.camel@localhost>
Message-ID: <p06002002bb8670c1b016@[24.60.142.107]>

At 2:03 PM +0800 9/6/2003, Autrijus Tang wrote:
>?? ??, 2003-09-06 13:43, Miro Jurisic ?????F
>>  I'd like to require approval before a ticket can be resolved.
>>  Ideally, the way this would work is that X tries to resolve a ticket,
>>  Y gets notified, Y approves, ticket is resolved without further input
>>  from X. However, it is not obvious to me how to do this, since when I
>>  add a CreateTicket action with an on Resolve trigger, the Resolve is
>>  completed in addition to the approval ticket being generated. What
>>  can I do?
>
>You want to use the 'code' ticket feature to auto-resolve it.
>
>First, set $RT::UseCodeTickets to a true value.
>
>Next, set up an approval stage thus:
>
>	Type: code
>	Content:
>         $TOP->SetStatus(
>             Status      => 'resolved',
>             Force       => 1,
>         );
>         return 1;
>	ENDOFCONTENT
>
>And it should magically work.

Now that I see what UseCodeTickets is for, you 
seem to be solving the wrong half of my problem. 
My problem is not (yet) that I don't know how to 
resolve the original ticket from the approval 
ticket. My problem is that even though the 
resolve approval is in place, when I click on 
"resolve" for the original ticket, while the 
approval ticket is create as a dependency of the 
original ticket, the original ticket is resolved 
regardless. This is not what I want -- I want the 
resolution of the original ticket to _fail_ 
(until the approval completes).

Hints?

meeroh
-- 

<http://web.meeroh.org/> | KB1FMP

A: Because it reverses the logical flow of conversation.
Q: Why is top posting frowned upon?


From RT at InterCept.Net  Thu Sep 11 14:42:00 2003
From: RT at InterCept.Net (RT)
Date: Thu, 11 Sep 2003 14:42:00 -0400
Subject: [rt-users] RT 3.0.4 very slow when  replying to tickets via web interface
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25957E@icptex02.corp.icpt.net>

It's been said in here that mysql 4.0 gives better performance... what
os are you running this on? If you have the resources, backup ur rt3 dir
and do a mysqldump of your rt3 db and use that information on a server
with apache2 and mysql 4 and maybe a newer distro of your os. 
 
Michael
 
-----Original Message-----
From: Scott Dexter [mailto:scott.dexter at mailsrv.prov.ingenta.com] 
Posted At: Thursday, September 11, 2003 2:14 PM
Posted To: RT
Conversation: [rt-users] RT 3.0.4 very slow when replying to tickets via
web interface
Subject: [rt-users] RT 3.0.4 very slow when replying to tickets via web
interface
 
 
We're using MySQL, and apache 1.3.27 with mod_perl. When you attempt to
reply with the web interface, it spins it's wheels for a Long time (60
seconds and more) then finally goes through.  Not seeing high loads on
the machine and RT only has 5 users at any given time, the DB has about
1500 tickets in it.  Any thoughts?
 
Scott
 
----
Scott Dexter
 

---
Outgoing mail is certified Virus Free.
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From Michael.Liebman at mtvstaff.com  Thu Sep 11 14:44:44 2003
From: Michael.Liebman at mtvstaff.com (Liebman, Michael)
Date: Thu, 11 Sep 2003 14:44:44 -0400
Subject: [rt-users] Error upgrading RT 303 to 305 - Invalid user www !
Message-ID: <F5A19CDCBA60D31199E7009027AA458001E6411F@mtv_noc.viacom.com>

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From scott.dexter at mailsrv.prov.ingenta.com  Thu Sep 11 14:45:59 2003
From: scott.dexter at mailsrv.prov.ingenta.com (Scott Dexter)
Date: Thu, 11 Sep 2003 14:45:59 -0400
Subject: [rt-users] RT 3.0.4 very slow when  replying to tickets via web interface
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB25957E@icptex02.corp.icpt.net>
Message-ID: <000a01c37894$f1182450$7a9ba8c0@gaz>

I am running it on a Red Hat 8.0 box with MySQL3 and apache 1.3.27, the DB
isn?t THAT big, not sure what could be causing this.  Not see any particular
load on the machine either, which is very perplexing.

 

Scott

 

----

Scott Dexter

-----Original Message-----
From: RT [mailto:RT at InterCept.Net] 
Sent: Thursday, September 11, 2003 2:42 PM
To: Scott Dexter
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] RT 3.0.4 very slow when replying to tickets via web
interface

 

It?s been said in here that mysql 4.0 gives better performance... what os
are you running this on? If you have the resources, backup ur rt3 dir and do
a mysqldump of your rt3 db and use that information on a server with apache2
and mysql 4 and maybe a newer distro of your os. 

 

Michael

 

-----Original Message-----
From: Scott Dexter [mailto:scott.dexter at mailsrv.prov.ingenta.com] 
Posted At: Thursday, September 11, 2003 2:14 PM
Posted To: RT
Conversation: [rt-users] RT 3.0.4 very slow when replying to tickets via web
interface
Subject: [rt-users] RT 3.0.4 very slow when replying to tickets via web
interface

 

 

We?re using MySQL, and apache 1.3.27 with mod_perl. When you attempt to
reply with the web interface, it spins it?s wheels for a Long time (60
seconds and more) then finally goes through.  Not seeing high loads on the
machine and RT only has 5 users at any given time, the DB has about 1500
tickets in it.  Any thoughts?

 

Scott

 

----

Scott Dexter

 


---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.516 / Virus Database: 313 - Release Date: 9/1/2003



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From ap at webhostbrasil.com.br  Thu Sep 11 14:48:23 2003
From: ap at webhostbrasil.com.br (Ana Paula Prado)
Date: Thu, 11 Sep 2003 15:48:23 -0300
Subject: [rt-users] Error upgrading RT 303 to 305 - Invalid user www !
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB25B72F@icptex02.corp.icpt.net>
References: <A8ED8823644C614280ACAC1A4D3E93FB25B72F@icptex02.corp.icpt.net>
Message-ID: <20030911154431.B955.AP@webhostbrasil.com.br>

On Thu, 11 Sep 2003 14:37:45 -0400
"RT" <RT at InterCept.Net> wrote:

| Vi your /etc/httpd/conf/httpd.conf file to see what user your httpd runs
| as and then edit the makefile where www user/group is and put your info
| there. I had to do it and it worked.
| 
| Michael

Thank you Michael !
Now, its work !
-- 
Ana Paula Prado <ap at webhostbrasil.com.br>



From khera at kcilink.com  Thu Sep 11 14:56:34 2003
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 11 Sep 2003 14:56:34 -0400
Subject: [rt-users] postgres slowdowns? (pg 7.3.4, rt 3.0.4)
In-Reply-To: <1063301128.20250.70.camel@moola.futuresource.com>
References: <3F40597C-E2DD-11D7-85F7-0003930D3626@genome.chop.edu>
	<16221.63808.458894.100638@yertle.int.kciLink.com>
	<1063301128.20250.70.camel@moola.futuresource.com>
Message-ID: <16224.50530.24029.408502@yertle.int.kciLink.com>

>>>>> "LM" == Les Mikesell <les at futuresource.com> writes:

LM> vacuum analyze but am still running with the default postmaster
LM> settings from a RedHat RPM install.   Can you suggest some
LM> options to speed it up?  The machine has a gig of ram (the other
LM> one had 2 gigs) but I can add more if needed.

Well, the default postgres install isn't gonna use anywhere near the
ram you've got.  definitely boost your shared buffers settings to
something around 1000 or 2000, and increase sort_mem to at least 8192.

Also, the latest DBIx::SearchBuilder may have performance issues.  I'm
about to do the migration from rt2 to rt3 on postgres, so i'll have
more experience then.


From murphy at genome.chop.edu  Thu Sep 11 15:06:12 2003
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Thu, 11 Sep 2003 15:06:12 -0400
Subject: [rt-users] postgres slowdowns? (pg 7.3.4, rt 3.0.4)
In-Reply-To: <16224.50530.24029.408502@yertle.int.kciLink.com>
Message-ID: <027C5BEB-E48B-11D7-AC4C-0003930D3626@genome.chop.edu>

Just to note, the slowdown that I originally reported was an acute 
phenomenon; it wasn't just general slowness.  I don't have any more to 
report about it right now.

-Kevin Murphy



From RT at InterCept.Net  Thu Sep 11 15:10:06 2003
From: RT at InterCept.Net (RT)
Date: Thu, 11 Sep 2003 15:10:06 -0400
Subject: [rt-users] Resolve approvals
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B731@icptex02.corp.icpt.net>

Change your approval template that you created to 

Depended-On-By: TOP

Michael

-----Original Message-----
From: Miro Jurisic [mailto:meeroh at mit.edu] 
Posted At: Thursday, September 11, 2003 2:39 PM
Posted To: RT
Conversation: [rt-users] Resolve approvals
Subject: Re: [rt-users] Resolve approvals

At 2:03 PM +0800 9/6/2003, Autrijus Tang wrote:
>?? ??, 2003-09-06 13:43, Miro Jurisic ?????F
>>  I'd like to require approval before a ticket can be resolved.
>>  Ideally, the way this would work is that X tries to resolve a ticket,
>>  Y gets notified, Y approves, ticket is resolved without further input
>>  from X. However, it is not obvious to me how to do this, since when I
>>  add a CreateTicket action with an on Resolve trigger, the Resolve is
>>  completed in addition to the approval ticket being generated. What
>>  can I do?
>
>You want to use the 'code' ticket feature to auto-resolve it.
>
>First, set $RT::UseCodeTickets to a true value.
>
>Next, set up an approval stage thus:
>
>	Type: code
>	Content:
>         $TOP->SetStatus(
>             Status      => 'resolved',
>             Force       => 1,
>         );
>         return 1;
>	ENDOFCONTENT
>
>And it should magically work.

Now that I see what UseCodeTickets is for, you 
seem to be solving the wrong half of my problem. 
My problem is not (yet) that I don't know how to 
resolve the original ticket from the approval 
ticket. My problem is that even though the 
resolve approval is in place, when I click on 
"resolve" for the original ticket, while the 
approval ticket is create as a dependency of the 
original ticket, the original ticket is resolved 
regardless. This is not what I want -- I want the 
resolution of the original ticket to _fail_ 
(until the approval completes).

Hints?

meeroh
-- 

<http://web.meeroh.org/> | KB1FMP

A: Because it reverses the logical flow of conversation.
Q: Why is top posting frowned upon?
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

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


From alesh at sportina.si  Thu Sep 11 16:09:07 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Thu, 11 Sep 2003 22:09:07 +0200
Subject: [rt-users] RT 3.0.4 very slow when  replying to tickets via web interface
In-Reply-To: <000a01c37894$f1182450$7a9ba8c0@gaz>
Message-ID: <00d701c378a0$92615a60$4601a8c0@OMNIBOOK>

Scott,
 
which my.cnf are you using? my-large.cnf is recommended!
Also, hardware specifications? RAM, CPU?
And like Michael already responded, mysql 4.x is very highly recommended!
 
Search back the mailing list, for august 2003, there are some good mails
regarding speed issues!
 
A.

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Scott Dexter
Sent: Thursday, September 11, 2003 8:46 PM
To: 'RT'
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] RT 3.0.4 very slow when replying to tickets via web
interface



I am running it on a Red Hat 8.0 box with MySQL3 and apache 1.3.27, the DB
isn't THAT big, not sure what could be causing this.  Not see any particular
load on the machine either, which is very perplexing.

 

Scott

 

----

Scott Dexter

-----Original Message-----
From: RT [mailto:RT at InterCept.Net] 
Sent: Thursday, September 11, 2003 2:42 PM
To: Scott Dexter
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] RT 3.0.4 very slow when replying to tickets via web
interface

 

It's been said in here that mysql 4.0 gives better performance... what os
are you running this on? If you have the resources, backup ur rt3 dir and do
a mysqldump of your rt3 db and use that information on a server with apache2
and mysql 4 and maybe a newer distro of your os. 

 

Michael

 

-----Original Message-----
From: Scott Dexter [mailto:scott.dexter at mailsrv.prov.ingenta.com] 
Posted At: Thursday, September 11, 2003 2:14 PM
Posted To: RT
Conversation: [rt-users] RT 3.0.4 very slow when replying to tickets via web
interface
Subject: [rt-users] RT 3.0.4 very slow when replying to tickets via web
interface

 

 

We're using MySQL, and apache 1.3.27 with mod_perl. When you attempt to
reply with the web interface, it spins it's wheels for a Long time (60
seconds and more) then finally goes through.  Not seeing high loads on the
machine and RT only has 5 users at any given time, the DB has about 1500
tickets in it.  Any thoughts?

 

Scott

 

----

Scott Dexter

 


---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
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From meeroh at mit.edu  Thu Sep 11 16:09:32 2003
From: meeroh at mit.edu (Miro Jurisic)
Date: Thu, 11 Sep 2003 16:09:32 -0400
Subject: [rt-users] Resolve approvals
In-Reply-To:  <A8ED8823644C614280ACAC1A4D3E93FB25B731@icptex02.corp.icpt.net>
References: <A8ED8823644C614280ACAC1A4D3E93FB25B731@icptex02.corp.icpt.net>
Message-ID: <p06002008bb8686e1df7f@[24.60.142.107]>

At 3:10 PM -0400 9/11/2003, RT wrote:
>Change your approval template that you created to
>
>Depended-On-By: TOP

Already got that:

===Create-Ticket: resolve review
Subject: Approve resolution for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: ___Approvals
Type: Approval
Content: Someone wants to resolve a ticket. You should review it.
ENDOFCONTENT
===Create-Ticket: resolve code
Queue: ___Approvals
Type: code
Content:
$TOP->SetStatus(
Status      => 'resolved',
Force       => 1,
);
return 1;
ENDOFCONTENT

meeroh
-- 

<http://web.meeroh.org/> | KB1FMP

A: Because it reverses the logical flow of conversation.
Q: Why is top posting frowned upon?


From lists at itsecurity3.its.uiowa.edu  Thu Sep 11 17:16:16 2003
From: lists at itsecurity3.its.uiowa.edu (Jason Alexander)
Date: Thu, 11 Sep 2003 16:16:16 -0500
Subject: [rt-users] FastCGI, Apache 1
Message-ID: <3F60E620.3080902@itsecurity3.its.uiowa.edu>

Does anyone have a working httpd.conf for a FastCGI and
apache 1 configuration.

I can't seem to get this to work correctly.

Thanks
Jason



From ap at webhostbrasil.com.br  Thu Sep 11 18:47:58 2003
From: ap at webhostbrasil.com.br (Ana Paula Prado)
Date: Thu, 11 Sep 2003 19:47:58 -0300
Subject: [rt-users] CanonicalizeAddress in RT 3.0.5 ?
Message-ID: <20030911192445.B960.AP@webhostbrasil.com.br>

Hi all !

Well, I'm using RT 3.0.5 and some users send requests from different
email accounts (for example: peter at hotmail.com, joe at yahoo.com), but all
adresses belong to the same user, and it would be good to be able to
group the requests together as a single requestor, so, when this user
to access the SelfService, it will be able to see all messages.

I searched in the list archives, I found an example (see below)  in the
message: 
http://lists.fsck.com/pipermail/rt-users/2003-March/012621.html


  %address_to_user = (
    # Email address     => RT Username
    'john at example.com'  => 'john',
    'j_g at sample.org'    => 'john',
    'jhq at why.com'       => 'john',
    ...
  );
  sub CanonicalizeAddress {
      my $address = shift;
      return $address_to_user{$address};
  }

My doubt is.... where I place this?
In "/opt/rt3/etc/RT_Config.pm"  ???

In my RT_Config.pm, I only see this:

Set($CanonicalizeEmailAddressMatch   , 'subdomain.example.com$');
Set($CanonicalizeEmailAddressReplace , 'example.com');

But I do not know what to make with this...     :=)

Thanks for any help!
-- 
Ana Paula Prado <ap at webhostbrasil.com.br>



From pdh at snapgear.com  Thu Sep 11 19:18:49 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 12 Sep 2003 09:18:49 +1000
Subject: [rt-users] RT 3.0.4 very slow when  replying to tickets via web interface
In-Reply-To: <000001c37890$794fc300$7a9ba8c0@gaz>
References: <000001c37890$794fc300$7a9ba8c0@gaz>
Message-ID: <20030911231849.GA628@moreton.com.au>

Scott Dexter wrote:
> We?re using MySQL, and apache 1.3.27 with mod_perl. When you attempt to
> reply with the web interface, it spins it?s wheels for a Long time (60
> seconds and more) then finally goes through.  Not seeing high loads on the
> machine and RT only has 5 users at any given time, the DB has about 1500
> tickets in it.  Any thoughts?

Sounds like your sendmail is spending a while delivering the
message. If it's really sendmail-brand sendmail, look at the
recommended SendmailArguments in RT_Config.pm for a probable
performance boost.
-- 
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 Sep 11 19:23:28 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 12 Sep 2003 09:23:28 +1000
Subject: [rt-users] FastCGI, Apache 1
In-Reply-To: <3F60E620.3080902@itsecurity3.its.uiowa.edu>
References: <3F60E620.3080902@itsecurity3.its.uiowa.edu>
Message-ID: <20030911232328.GC628@moreton.com.au>

Jason Alexander wrote:
> Does anyone have a working httpd.conf for a FastCGI and
> apache 1 configuration.

I'm sure this has been posted here before.

<IfModule mod_fastcgi.c>
  AddHandler fastcgi-script fcgi
  FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 300 -processes 10
</IfModule>

<VirtualHost *>
  DocumentRoot /opt/rt3/share/html
  ServerName rt.example.com
  Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
  <IfModule mod_fastcgi.c>
    ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
  </IfModule>
</VirtualHost>


-- 
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 stvs_he at es.skz.sony.co.jp  Thu Sep 11 20:35:56 2003
From: stvs_he at es.skz.sony.co.jp (hjl)
Date: Fri, 12 Sep 2003 09:35:56 +0900
Subject: [rt-users] (no subject)
Message-ID: <000901c378c5$d7345f50$1200a8c0@sony>



From scott.dexter at mailsrv.prov.ingenta.com  Thu Sep 11 21:05:33 2003
From: scott.dexter at mailsrv.prov.ingenta.com (Scott Dexter)
Date: Thu, 11 Sep 2003 21:05:33 -0400
Subject: [rt-users] RT 3.0.4 very slow when  replying to tickets via web interface
In-Reply-To: <00d701c378a0$92615a60$4601a8c0@OMNIBOOK>
Message-ID: <004101c378c9$f8363e90$6701a8c0@gaz>

Not sure if using MySQL4 will be possible since RT isn't the only web app
using MySQL.  I was watching top while do some entries, looks like
apache/perl may be more likely culprits. :-(

 

Scot

 

----

Scott Dexter

-----Original Message-----
From: Ale? Su?nik [mailto:alesh at sportina.si] 
Sent: Thursday, September 11, 2003 4:09 PM
To: 'Scott Dexter'; 'RT'
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] RT 3.0.4 very slow when replying to tickets via web
interface

 

Scott,

 

which my.cnf are you using? my-large.cnf is recommended!

Also, hardware specifications? RAM, CPU?

And like Michael already responded, mysql 4.x is very highly recommended!

 

Search back the mailing list, for august 2003, there are some good mails
regarding speed issues!

 

A.

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Scott Dexter
Sent: Thursday, September 11, 2003 8:46 PM
To: 'RT'
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] RT 3.0.4 very slow when replying to tickets via web
interface

I am running it on a Red Hat 8.0 box with MySQL3 and apache 1.3.27, the DB
isn't THAT big, not sure what could be causing this.  Not see any particular
load on the machine either, which is very perplexing.

 

Scott

 

----

Scott Dexter

-----Original Message-----
From: RT [mailto:RT at InterCept.Net] 
Sent: Thursday, September 11, 2003 2:42 PM
To: Scott Dexter
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] RT 3.0.4 very slow when replying to tickets via web
interface

 

It's been said in here that mysql 4.0 gives better performance... what os
are you running this on? If you have the resources, backup ur rt3 dir and do
a mysqldump of your rt3 db and use that information on a server with apache2
and mysql 4 and maybe a newer distro of your os. 

 

Michael

 

-----Original Message-----
From: Scott Dexter [mailto:scott.dexter at mailsrv.prov.ingenta.com] 
Posted At: Thursday, September 11, 2003 2:14 PM
Posted To: RT
Conversation: [rt-users] RT 3.0.4 very slow when replying to tickets via web
interface
Subject: [rt-users] RT 3.0.4 very slow when replying to tickets via web
interface

 

 

We're using MySQL, and apache 1.3.27 with mod_perl. When you attempt to
reply with the web interface, it spins it's wheels for a Long time (60
seconds and more) then finally goes through.  Not seeing high loads on the
machine and RT only has 5 users at any given time, the DB has about 1500
tickets in it.  Any thoughts?

 

Scott

 

----

Scott Dexter

 

 

---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.516 / Virus Database: 313 - Release Date: 9/1/2003

 

---
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From jesse at bestpractical.com  Thu Sep 11 22:34:56 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 11 Sep 2003 22:34:56 -0400
Subject: [rt-users] ticket lost if httpd not running
In-Reply-To: <000401c3784c$ff5e8ce0$149154c0@fi.infn.it>
References: <000401c3784c$ff5e8ce0$149154c0@fi.infn.it>
Message-ID: <20030912023456.GQ30655@fsck.com>



On Thu, Sep 11, 2003 at 12:10:59PM +0200, Francesca Del Corso wrote:
> Hi,
>  
> We have this scenario:
>  
> when a user sends a request via e-mail to RT, the mail server (which is
> not the RT machine) receives and forwardes it to the RT machine; on the
> RT machine there is Postfix which redirects the request to RT software;
> if the apache web server on the RT machine does not work (httpd is
> stopped for some reasone),  the request is not managed by  RT and no
> error is sent to the sender because the mail server was able to forward
> the e-mail to the RT machine which is reachable and functional. 
> There is any problem if the RT machine is not reachable: the web server
> retries to send the e-mail request for a period after which an e-mail
> error is sent back to the sender.
>  

RT3 should handle this cleanly and spool the mail in the MTA on the box
running rt-mailgate.


> How can I do for not to lose ticket request or correspondence between
> users and RT? 
>  
> Our configurations are: 
> RH 9.0
> Postfix1.1.12-1
> mysql  Ver 11.18 Distrib 3.23.56 
> apache 2.0.40
>  
> Thanks in advance.
>  
> Francesca Del Corso
>  
> I.N.F.N. - Sez. Firenze
> Sesto Fiorentino - Italy

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


From jerker.montelius at ppm.nu  Fri Sep 12 03:55:24 2003
From: jerker.montelius at ppm.nu (Jerker Montelius)
Date: Fri, 12 Sep 2003 09:55:24 +0200
Subject: [rt-users] Calendar functionality?
In-Reply-To: <Pine.LNX.4.33.0309082012310.4359-100000@tenes.zcu.cz>
References: <Pine.LNX.4.33.0309082012310.4359-100000@tenes.zcu.cz>
Message-ID: <1063353323.20573.2.camel@stopc0291.premiepensionsmyndigheten.se>

I have some idees of making a 
"gantt view" of a queue.
Is this something of what you want?

On Mon, 2003-09-08 at 20:18, Jan Okrouhly wrote:
> On Mon, 8 Sep 2003, Harald Wagener wrote:
> 
> >
> > On Freitag, 5. September 2003, at 16:55 Uhr, Jan Okrouhly wrote:
> >
> > > On Fri, 5 Sep 2003, Brett, Colin wrote:
> > >
> > >> Hi,
> > >
> > > Hi,
> > >
> > > I've been asked similar question just today. Generaly there is an
> > > demand
> > > for some kind of a "reminder" functionality. It should be able to
> > > allow user(or reminder operator) to pick up some Date/Time(optionaly
> > > frequency [weekday/dayly/monthly etc.]), destination (i.e. a RT queue
> > > or
> > > whatever kind of data mined from RT database) and enter (or pick
> > > existing)
> > > message text(Template).
> > >
> > > Please let me know too, if you find any open solution for that common
> > > demand.
> > >
> >
> > Reminders should be implementable using the rt-crontool, although I did
> > not work with it yet.
> 
> Sorry, this was an misunderstanding. I do not want reminder of not done
> work but a reminder (say it planner, calendar, datebook or whatever)
> of new/periodic work that should be started after it will be created in RT
> and taken by some of technicians...i.e. to remind, that some server logs
> hasn't been checked for X days etc.
> 
> >
> > Regards,
> >      Harald
> >
> >
> 
> 
> Jan Okrouhly
> ---------------------------------------\-\-\+\-\-\---okrouhly at civ.zcu.cz---
> Laboratory for Computer Science             |    phone: +420 377 632 837
> University of West Bohemia                  | location: Univerzitni 22
> Americka 42, 306 14 Pilsen, Czech Republic  |     room: UI402
> ------------------------------------------73!-de-OK1INC at OK0PPL.#BOH.CZE.EU-
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From alesh at sportina.si  Fri Sep 12 02:29:23 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Fri, 12 Sep 2003 08:29:23 +0200
Subject: [rt-users] RT 3.0.4 very slow when  replying to tickets via web interface
In-Reply-To: <004101c378c9$f8363e90$6701a8c0@gaz>
Message-ID: <001401c378f7$385ba050$4601a8c0@OMNIBOOK>

Scott,
 
there are some docs available on mysql's site, the transition from 3.x to
4.x should be painless, atleast it was in my case and we're running alot of
other applicatons using php & mysql...
Perhaps setup a test environment?
A.

-----Original Message-----
From: Scott Dexter [mailto:scott.dexter at mailsrv.prov.ingenta.com] 
Sent: Friday, September 12, 2003 3:06 AM
To: 'Ale? Su?nik'; 'RT'
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] RT 3.0.4 very slow when replying to tickets via web
interface



Not sure if using MySQL4 will be possible since RT isn't the only web app
using MySQL.  I was watching top while do some entries, looks like
apache/perl may be more likely culprits. :-(

 

Scot

 

----

Scott Dexter

-----Original Message-----
From: Ale? Su?nik [mailto:alesh at sportina.si] 
Sent: Thursday, September 11, 2003 4:09 PM
To: 'Scott Dexter'; 'RT'
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] RT 3.0.4 very slow when replying to tickets via web
interface

 

Scott,

 

which my.cnf are you using? my-large.cnf is recommended!

Also, hardware specifications? RAM, CPU?

And like Michael already responded, mysql 4.x is very highly recommended!

 

Search back the mailing list, for august 2003, there are some good mails
regarding speed issues!

 

A.

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Scott Dexter
Sent: Thursday, September 11, 2003 8:46 PM
To: 'RT'
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] RT 3.0.4 very slow when replying to tickets via web
interface

I am running it on a Red Hat 8.0 box with MySQL3 and apache 1.3.27, the DB
isn't THAT big, not sure what could be causing this.  Not see any particular
load on the machine either, which is very perplexing.

 

Scott

 

----

Scott Dexter

-----Original Message-----
From: RT [mailto:RT at InterCept.Net] 
Sent: Thursday, September 11, 2003 2:42 PM
To: Scott Dexter
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] RT 3.0.4 very slow when replying to tickets via web
interface

 

It's been said in here that mysql 4.0 gives better performance... what os
are you running this on? If you have the resources, backup ur rt3 dir and do
a mysqldump of your rt3 db and use that information on a server with apache2
and mysql 4 and maybe a newer distro of your os. 

 

Michael

 

-----Original Message-----
From: Scott Dexter [mailto:scott.dexter at mailsrv.prov.ingenta.com] 
Posted At: Thursday, September 11, 2003 2:14 PM
Posted To: RT
Conversation: [rt-users] RT 3.0.4 very slow when replying to tickets via web
interface
Subject: [rt-users] RT 3.0.4 very slow when replying to tickets via web
interface

 

 

We're using MySQL, and apache 1.3.27 with mod_perl. When you attempt to
reply with the web interface, it spins it's wheels for a Long time (60
seconds and more) then finally goes through.  Not seeing high loads on the
machine and RT only has 5 users at any given time, the DB has about 1500
tickets in it.  Any thoughts?

 

Scott

 

----

Scott Dexter

 

 

---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.516 / Virus Database: 313 - Release Date: 9/1/2003

 

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From weissre at inf.ethz.ch  Fri Sep 12 03:54:02 2003
From: weissre at inf.ethz.ch (Rene Weiss)
Date: Fri, 12 Sep 2003 09:54:02 +0200
Subject: [rt-users] Changing autogeneratet username
In-Reply-To: <8ABC35686C73554691F3481C4023BE5E9331ED@abz01be.eurac.edu>
References: <8ABC35686C73554691F3481C4023BE5E9331ED@abz01be.eurac.edu>
Message-ID: <3F617B9A.9080007@inf.ethz.ch>

Senoner Samuel wrote:
> Your username at domain.xxx is the e-mail address of the user.
> You should look at path to rt /RT/Interface/Email/Auth/MailFrom.pm 

Thank you, i think that i have now found the right place for the
modification.

> How do you authenticate your users?

My plans are: RT -> WebExternalAuth -> Auth_Pam -> ...

The usernames in our Systems are identical with the
username part of the email addresses.

Because of this i would like to rewrite "username at at.our.domain"
to "username" so that with the first request the correct RT user will
be generated and the requestor can login and view the status of his
request(s).

> If you do it by LDAP you can import the userername by LDAP......

How complicated is it?
Do i have to modify the code or just to set some variables?

-- 
Mit freundlichen Gr?ssen
Ren? Weiss



From hoffmanf at junese.de  Fri Sep 12 08:27:07 2003
From: hoffmanf at junese.de (Ferdinand Hoffmann)
Date: Fri, 12 Sep 2003 14:27:07 +0200
Subject: [rt-users] can't add watcher: group not found
Message-ID: <0979185C00FAB1478174642F516824F1141359@unity.just-intern.de>

 hi all,

I can't add watchers (Cc's or AdminCc's) to a new queue.
I always get (after selecting the user) the error message: group not found

the other queues (all imported from rt2) are working as expected,
no problem while adding/deleting watchers.

the db-layout is a little bit extended (for ticket escalation):

ALTER TABLE Queues
  ADD DefaultResponseTime smallint(4) NOT NULL default '0',
  ADD WarnFromHour varchar(5) NOT NULL default '00:00',
  ADD WarnToHour varchar(5) NOT NULL default '00:00',
  ADD WarnBetweenDays smallint(1) NOT NULL default '0';

I use the attached Queue_Local.pm and a accordingly modified UI
(share/html/Admin/Queues/Modify.html).

the problem first appeared in rt 3.0.4 and the update to 3.0.5 couldn't solve it.

the according log entries:

[Fri Sep 12 12:17:13 2003] [debug]: Adding a watcher 30 to AdminCc
 (/opt/rt3/share/html/Admin/Queues/People.html:141)
[Fri Sep 12 12:17:13 2003] [warning]: DBD::mysql::st execute failed: You have an error in your SQL syntax near '))  ' at line 1 at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 234.
 (/opt/rt3/lib/RT.pm:247)
[Fri Sep 12 12:17:13 2003] [warning]: DBIx::SearchBuilder error:You have an error in your SQL syntax near '))  ' at line 1
        Query String is SELECT count(main.id) FROM GroupMembers main  WHERE ((main.GroupId = ))
 (/opt/rt3/lib/RT.pm:247)
[Fri Sep 12 12:17:13 2003] [warning]: DBD::mysql::st fetchrow_array failed: fetch() without execute() at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 248.
 (/opt/rt3/lib/RT.pm:247)
[Fri Sep 12 12:17:13 2003] [warning]: DBD::mysql::st execute failed: You have an error in your SQL syntax near '))  ' at line 1 at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 234.
 (/opt/rt3/lib/RT.pm:247)
[Fri Sep 12 12:17:13 2003] [warning]: DBIx::SearchBuilder error:You have an error in your SQL syntax near '))  ' at line 1
        Query String is SELECT count(main.id) FROM GroupMembers main  WHERE ((main.GroupId = ))
 (/opt/rt3/lib/RT.pm:247)
[Fri Sep 12 12:17:13 2003] [warning]: DBD::mysql::st fetchrow_array failed: fetch() without execute() at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 248.
 (/opt/rt3/lib/RT.pm:247)

 Regards,
  Ferdinand Hoffmann


just network services gmbh
kirchenstra?e 17c-d
81675 m?nchen

tel +49 (0)89 167856-17
fax +49 (0)89 167856-75
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From scott at xs4all.net  Fri Sep 12 09:16:43 2003
From: scott at xs4all.net (Scott A. McIntyre)
Date: Fri, 12 Sep 2003 15:16:43 +0200
Subject: [rt-users] RT2:  OnCorrespondence AutoResolve?
Message-ID: <2147483647.1063379803@nnngh.xs4all.net>

Hi,

Part of our rt-2 user community (yes yes, we're trying to migrate to rt3 
soon) would like to have their queue setup in such a way that any 
correspondence/replies they generate to a ticket will reset the ticket 
status to 'resolved'.

They do not have any OnResolve conditions, and they don't use the command 
line or web interface much; their use is limited to email and will only use 
the interface to specifically query for tickets on an as-needed basis for 
historical archive purposes only.

I tried modifying the OpenTicket contribution to perform essentially the 
same action, but I fear that there's a precedence problem I can't get 
around.  There are three scrip actions for the queue:

OnCreate NotifyAllWatchers with template Transaction
OnCorrespond NotifyAllWatchers with template Correspondence
OnCorrespond ResolveTicket with template Blank

The order of these doesn't seem to matter on behaviour.

What happens however is:

Fri?Sep?12?15:04:37?2003  Ticket created
Fri?Sep?12?15:05:57?2003  RT_System - Status changed from resolved to open
Fri?Sep?12?15:05:57?2003  RT_System - Status changed from new to resolved
Fri?Sep?12?15:05:57?2003  scott - Correspondence added

The first entry was the Create, which did the right thing.  The third entry 
was the resolve-on-correspondence, but then the correspondence went out, 
which changed the status from resolved to open again.  The log entries all 
have the same timestamp, as can be seen.

Is there a solution for this short of modifying RT not to have the "open 
ticket on correspondence" behaviour for one queue only (which probably will 
be a bit of a headache to implement).

Thanks for any thoughts,

Scott




From iqbala at qwestip.net  Fri Sep 12 09:53:17 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Fri, 12 Sep 2003 09:53:17 -0400 (EDT)
Subject: [rt-users] Slow - Tool to Archive ?
Message-ID: <Pine.GSO.4.30L2.0309120944280.22448-100000@qmail>

Hi All

Is there a tool that I can use to archive tickets older than for example few
months or certain date  ? That might speed up RT3-0-5

I am using rt-3-0-5 with mysql 4.0.13/perl5.8/apache.1.3.27/modperl1 on a
solaris sparc 420R with 4x440Mhz and 4 gig RAM. I am using my-huge.cnf

Upgrade to rt-3-0-5 did improve the speed a lot but still it takes about 27.9
secs and the httpd goes upto 16% CPU during the time of the following query

time curl http://webrt.arl.qwestip.net/SelfService/Display.html -d user=Asif -d
pass=xxxx -d id=166320

Thanks

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From mikep at uclink.berkeley.edu  Fri Sep 12 11:23:13 2003
From: mikep at uclink.berkeley.edu (Mike Patterson)
Date: Fri, 12 Sep 2003 08:23:13 -0700
Subject: [rt-users] Perl install tips on FreeBSD 4.8?
In-Reply-To: <20030605182502.27879.75898.Mailman@pallas.eruditorum.org>
References: <20030605182502.27879.75898.Mailman@pallas.eruditorum.org>
Message-ID: <3F61E4E1.6000505@uclink.berkeley.edu>

I'm building a FreeBSD (4.8) box that will be a RT server.

I did a minimal install and just cvsup'd all the ports.
By default it comes with perl 5.005_03
There is a 5.8 port (which RT 3.x needs).

Should I just:
cd /usr/ports/lang/perl5.8 ; make clean ; make install
or do I need to deinstall, upgrade, etc... the existing port?





From as at sysformance.com  Fri Sep 12 11:35:13 2003
From: as at sysformance.com (Aurel Schwarzentruber)
Date: Fri, 12 Sep 2003 17:35:13 +0200
Subject: [rt-users] Perl install tips on FreeBSD 4.8?
In-Reply-To: <3F61E4E1.6000505@uclink.berkeley.edu>
References: <20030605182502.27879.75898.Mailman@pallas.eruditorum.org> <3F61E4E1.6000505@uclink.berkeley.edu>
Message-ID: <200309121735.13483.as@sysformance.com>

On Friday 12 September 2003 17:23, Mike Patterson wrote:
> I'm building a FreeBSD (4.8) box that will be a RT server.
>
> I did a minimal install and just cvsup'd all the ports.
> By default it comes with perl 5.005_03
> There is a 5.8 port (which RT 3.x needs).
>
> Should I just:
> cd /usr/ports/lang/perl5.8 ; make clean ; make install
> or do I need to deinstall, upgrade, etc... the existing port?
>
Install perl5.8 like the way above, then type 'use.perl port'.

cheers
Aurel



From matt at webexc.com  Fri Sep 12 11:50:29 2003
From: matt at webexc.com (Matt Barton)
Date: Fri, 12 Sep 2003 10:50:29 -0500
Subject: [rt-users] Perl install tips on FreeBSD 4.8?
In-Reply-To: <3F61E4E1.6000505@uclink.berkeley.edu>
References: <20030605182502.27879.75898.Mailman@pallas.eruditorum.org> <3F61E4E1.6000505@uclink.berkeley.edu>
Message-ID: <3F61EB45.10602@webexc.com>

Mike Patterson wrote:

> I'm building a FreeBSD (4.8) box that will be a RT server.
> 
> I did a minimal install and just cvsup'd all the ports.
> By default it comes with perl 5.005_03
> There is a 5.8 port (which RT 3.x needs).
> 
> Should I just:
> cd /usr/ports/lang/perl5.8 ; make clean ; make install
> or do I need to deinstall, upgrade, etc... the existing port?

Firstly, I would start using sysutils/portupgrade to install and upgrade 
software in the FreeBSD Ports tree.  There have been a couple articles on 
ONLamp about it.  Here's one.

	http://www.onlamp.com/lpt/a/4111

It makes your life much easier, but it is just a recommendation and not a 
requirement.

To answer your question, you don't run "make deinstall" to remove the base 
install of Perl in FreeBSD 4.x because it wasn't installed via Ports in the 
beginning.

You simply need to run "make clean install" in the lang/perl5.8 directory 
and then use the "use.perl" script (which is installed with the Port) to 
adjust which version of Perl the system recognizes.

Also, RT3 is available via FreeBSD Ports at www/rt3; however, I have not 
tried it.  I installed RT3 prior to the Port being made available, so I 
haven't had the chance to mess with it.

	http://www.freshports.org/www/rt3/

Good luck.

-- 
Matt Barton
Webexcellence
PH: 317.423.3548 x22
TF: 800.808.6332 x22
FX: 317.423.8735
matt at webexc.com
www.webexc.com



From khera at kcilink.com  Fri Sep 12 12:02:47 2003
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 12 Sep 2003 12:02:47 -0400
Subject: [rt-users] Perl install tips on FreeBSD 4.8?
In-Reply-To: <3F61E4E1.6000505@uclink.berkeley.edu>
References: <20030605182502.27879.75898.Mailman@pallas.eruditorum.org>
	<3F61E4E1.6000505@uclink.berkeley.edu>
Message-ID: <16225.60967.79879.455359@yertle.int.kciLink.com>

>>>>> "MP" == Mike Patterson <mikep at uclink.berkeley.edu> writes:

MP> I'm building a FreeBSD (4.8) box that will be a RT server.
MP> I did a minimal install and just cvsup'd all the ports.
MP> By default it comes with perl 5.005_03
MP> There is a 5.8 port (which RT 3.x needs).

MP> Should I just:
MP> cd /usr/ports/lang/perl5.8 ; make clean ; make install
MP> or do I need to deinstall, upgrade, etc... the existing port?

the perl that it comes with, 5.005_03, is not a port, it is part of
the base system.  what you want to do is install the perl5.8 port as
you indicate above, then run the "use.perl port" command to make sure
your ports system and the default /usr/bin/perl is the new one, and
won't be stomped on a system upgrade.  There's absolutely no need for
the old perl.

Then just install RT as per the install instructions.


From jgedeon at qualcomm.com  Fri Sep 12 12:15:49 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Fri, 12 Sep 2003 09:15:49 -0700
Subject: [rt-users] RT2:  OnCorrespondence AutoResolve?
In-Reply-To: <2147483647.1063379803@nnngh.xs4all.net>
Message-ID: <5.1.0.14.2.20030912091007.05f38ed0@unixmail.qualcomm.com>

rt-2 can support email commands. So you could apply that patch to your mail 
gate and then your email only support people can type
'rt-status: resolved' at the top of their email an it will automatically 
set the status to resolved when the email is received and correspondence is 
sent.

    The patch I used as an example is at 
<http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/> look at 
enhanced-mailgate and enhanced-mailgate.README by Jesse

HTH
John

At 06:16 AM 9/12/2003, Scott A. McIntyre wrote:
>Hi,
>
>Part of our rt-2 user community (yes yes, we're trying to migrate to rt3 
>soon) would like to have their queue setup in such a way that any 
>correspondence/replies they generate to a ticket will reset the ticket 
>status to 'resolved'.
>
>They do not have any OnResolve conditions, and they don't use the command 
>line or web interface much; their use is limited to email and will only 
>use the interface to specifically query for tickets on an as-needed basis 
>for historical archive purposes only.
>
>I tried modifying the OpenTicket contribution to perform essentially the 
>same action, but I fear that there's a precedence problem I can't get 
>around.  There are three scrip actions for the queue:
>
>OnCreate NotifyAllWatchers with template Transaction
>OnCorrespond NotifyAllWatchers with template Correspondence
>OnCorrespond ResolveTicket with template Blank
>
>The order of these doesn't seem to matter on behaviour.
>
>What happens however is:
>
>Fri Sep 12 15:04:37 2003  Ticket created
>Fri Sep 12 15:05:57 2003  RT_System - Status changed from resolved to open
>Fri Sep 12 15:05:57 2003  RT_System - Status changed from new to resolved
>Fri Sep 12 15:05:57 2003  scott - Correspondence added
>
>The first entry was the Create, which did the right thing.  The third 
>entry was the resolve-on-correspondence, but then the correspondence went 
>out, which changed the status from resolved to open again.  The log 
>entries all have the same timestamp, as can be seen.
>
>Is there a solution for this short of modifying RT not to have the "open 
>ticket on correspondence" behaviour for one queue only (which probably 
>will be a bit of a headache to implement).
>
>Thanks for any thoughts,
>
>Scott
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


--
<>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on 
your own understanding;
                               in all your ways acknowledge him, and he 
will make your paths straight."



From Samuel.Senoner at eurac.edu  Fri Sep 12 12:29:41 2003
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Fri, 12 Sep 2003 18:29:41 +0200
Subject: [rt-users] Changing autogeneratet username
Message-ID: <8ABC35686C73554691F3481C4023BE5E933215@abz01be.eurac.edu>

LDAP is very fine, so you can import e-mail addres, username, description and phone number and so on.....
I have an Active directory, where I import my data.
Since there are some unclean subs you have to change a couple of places, you have to insert a file in /interfaces/email/auth, a Local of EmailParser and insert the auth in the SiteConfig. This for Mail
For authomatic user creation by login you have to change autohandler and add a use to Mason/request.pm

Are you interested?

I also do my apache authentification with LDAP.

Samuel 


-----Original Message-----
From: Rene Weiss [mailto:weissre at inf.ethz.ch] 
Sent: Friday,12 September,2003 09:54
To: rt-users at lists.fsck.com

Senoner Samuel wrote:
> Your username at domain.xxx is the e-mail address of the user.
> You should look at path to rt /RT/Interface/Email/Auth/MailFrom.pm

Thank you, i think that i have now found the right place for the modification.

> How do you authenticate your users?

My plans are: RT -> WebExternalAuth -> Auth_Pam -> ...

The usernames in our Systems are identical with the username part of the email addresses.

Because of this i would like to rewrite "username at at.our.domain"
to "username" so that with the first request the correct RT user will be generated and the requestor can login and view the status of his request(s).

> If you do it by LDAP you can import the userername by LDAP......

How complicated is it?
Do i have to modify the code or just to set some variables?

--
Mit freundlichen Gr?ssen
Ren? Weiss

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

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




From les at futuresource.com  Fri Sep 12 12:54:18 2003
From: les at futuresource.com (Les Mikesell)
Date: 12 Sep 2003 11:54:18 -0500
Subject: [rt-users] postgres slowdowns? (pg 7.3.4, rt 3.0.4)
In-Reply-To: <16224.50530.24029.408502@yertle.int.kciLink.com>
References: <3F40597C-E2DD-11D7-85F7-0003930D3626@genome.chop.edu>
	 <16221.63808.458894.100638@yertle.int.kciLink.com>
	 <1063301128.20250.70.camel@moola.futuresource.com>
	 <16224.50530.24029.408502@yertle.int.kciLink.com>
Message-ID: <1063385658.9101.17.camel@moola.futuresource.com>

On Thu, 2003-09-11 at 13:56, Vivek Khera wrote:

> Also, the latest DBIx::SearchBuilder may have performance issues.  I'm
> about to do the migration from rt2 to rt3 on postgres, so i'll have
> more experience then.

I think my real problem has to do with trying to use perl 5.61 in spite
of the warning.  This is a RedHat 7.3 box and I was hoping to stick to
RPM and CPAN updates but now I see error messages landing in
/var/log/messages that probably stem from unicode conversion issues.
I guess I'll try it under RH 9 with fastcgi next.  Or is there a
painless way to get perl 5.8 and a matching mod_perl into 7.3?

---
  Les Mikesell
   les at futuresource.com





From Brian_Gupta at timeinc.com  Fri Sep 12 13:15:58 2003
From: Brian_Gupta at timeinc.com (Brian_Gupta at timeinc.com)
Date: Fri, 12 Sep 2003 13:15:58 -0400
Subject: [rt-users] Approvals and auto cc replies
Message-ID: <4D0FD2F4B17F334AAC95B9CE02800477118A86@nycmailmb04.enterprise.corpad.timeinc.com>

Basically I am trying to implement a certain workflow and I want to know
if it is possible/makes sense in RT3.0.4:

Current workflow:
-----------------
(This is not using RT)
1) End user fills out a webform.  This form collects all the work info
plus the email address of the requestor and the approving manager. 
2) The Form sends an email to the requestor, the approving manager, and
the tech(s) that would do the work.
3) The tech(s) will not do the work until the manager has replied
approving the work request.

My thoughts:
------------
(I am not sure if I understand how the RT Approval function works)
- I will have the webform send the email to RT with a from address of
the requestor and a cc address of the manager.
- I have configured RT to parse for CC info. So the tcket will have the
manager as a CC watcher.
- I have to write a scrip that sends a modified autoreply explaining
that this ticket can't be worked on until the manager approves the
ticket, by replying to the ticket. (I haven't figured out how to write
the custom autoreply scrip yet, but I want to make sure this makes sense
before I spend to much time doing so)

Thanks,
Brian Gupta
Senior Systems Engineer
Time Inc.

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

This message is the property of Time Inc. or its affiliates. It may be
legally privileged and/or confidential and is intended only for the use
of the addressee(s). No addressee should forward, print, copy, or
otherwise reproduce this message in any manner that would allow it to be
viewed by any individual not originally listed as a recipient. If the
reader of this message is not the intended recipient, you are hereby
notified that any unauthorized disclosure, dissemination, distribution,
copying or the taking of any action in reliance on the information
herein is strictly prohibited. If you have received this communication
in error, please immediately notify the sender and delete this message.
Thank you.



From adam at baz.org  Fri Sep 12 14:51:32 2003
From: adam at baz.org (Adam Hirsch)
Date: Fri, 12 Sep 2003 14:51:32 -0400
Subject: [rt-users] command line success?
Message-ID: <20030912185132.GA3542@baz.org>

Anyone playing with the "rt" commandline tool that came along with 3.0.5?
I realize it's preview code, but I haven't been able to get a single result
out of it besides its spitting out its usage text to me.  I'm working on a
couple of custom commandline tools and would love to model some of the code
from this ... but if nobody's been able to make it work, I'd rank it a poor
model and just wait for a later (and more functional) release.  :)

Adam

-- 
           Build a man a fire, and he'll be warm for a day.
           Set a man on fire, and he'll be warm for the rest of his life.
                                              -Terry Pratchett, "Jingo"
           adam at baz.org <> http://web.baz.org/~adam/


From jesse at bestpractical.com  Fri Sep 12 15:06:14 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 12 Sep 2003 15:06:14 -0400
Subject: [rt-users] command line success?
In-Reply-To: <20030912185132.GA3542@baz.org>
References: <20030912185132.GA3542@baz.org>
Message-ID: <20030912190614.GW30655@fsck.com>



On Fri, Sep 12, 2003 at 02:51:32PM -0400, Adam Hirsch wrote:
> Anyone playing with the "rt" commandline tool that came along with 3.0.5?
> I realize it's preview code, but I haven't been able to get a single result
> out of it besides its spitting out its usage text to me.  I'm working on a
> couple of custom commandline tools and would love to model some of the code
> from this ... but if nobody's been able to make it work, I'd rank it a poor
> model and just wait for a later (and more functional) release.  :)

The quick version is that Abhijit changed the syntax without updating
the examples. He's promised a corrected release soon.


> Adam
> 
> -- 
>            Build a man a fire, and he'll be warm for a day.
>            Set a man on fire, and he'll be warm for the rest of his life.
>                                               -Terry Pratchett, "Jingo"
>            adam at baz.org <> http://web.baz.org/~adam/
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 rirving at onecall.net  Fri Sep 12 16:36:52 2003
From: rirving at onecall.net (Richard Irving)
Date: Fri, 12 Sep 2003 15:36:52 -0500
Subject: [rt-users] Get a laugh out of a newbie - Couldn't find schema for mysql
Message-ID: <3F622E64.7000905@onecall.net>

Hello,

   Newbie here.....


  Trying to not be too annoying, but could a newbie
-ever- hope to achieve such a thing ?

   :)

mysql 4.1.xx
Rt 3.0.5
fastcgi/mysql selected.

  make initialize_database blows up:

   Now populating database schema.
   Creating database schema.
   Couldn't find schema for mysql.
   make: *** [initialize-database] Error 2


Any clues ?









From lists at itsecurity3.its.uiowa.edu  Fri Sep 12 17:05:53 2003
From: lists at itsecurity3.its.uiowa.edu (Jason Alexander)
Date: Fri, 12 Sep 2003 16:05:53 -0500
Subject: [rt-users] RT Mailgate Parsing Problem
Message-ID: <3F623531.2050600@itsecurity3.its.uiowa.edu>

Hello,

I have RT 3.0.4 setup and it appears to be working.  I am using Apache 1 
and FastCGI.  I can bring up the web interface and log in just fine. I 
have added both queues and users.

The problem is that the mailgateway doesn't seem to be working. There 
seems to be a problem with the gateway not parsing the message.
The rt.log shows these messages

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

[Fri Sep 12 20:14:12 2003] [debug]: Guessed encoding: ascii 
(/local/rt/lib/RT/I1
8N.pm:351)
[Fri Sep 12 20:14:12 2003] [info]: <rt-3.0.4-3-3.3.96735257099039 at ITS> 
#3/3 - Sc
rip 2  (/local/rt/lib/RT/Action/SendEmail.pm:92)
[Fri Sep 12 20:14:12 2003] [info]: <rt-3.0.4-3-3.3.96735257099039 at ITS>
  No recipients found. Not sending.
  (/local/rt/lib/RT/Action/SendEmail.pm:257)
[Fri Sep 12 20:14:12 2003] [info]: <rt-3.0.4-3-3.19.8930872651659 at ITS> 
#3/3 - Sc
rip 3  (/local/rt/lib/RT/Action/SendEmail.pm:92)
[Fri Sep 12 20:14:12 2003] [info]: <rt-3.0.4-3-3.19.8930872651659 at ITS>
  No recipients found. Not sending.
  (/local/rt/lib/RT/Action/SendEmail.pm:257)
[Fri Sep 12 20:14:12 2003] [info]: Ticket 3 created in queue 'campus' by 
RT_Syst
em (/local/rt/lib/RT/Ticket_Overlay.pm:626)

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


When I look in the RT web interface a ticket is created but none of the 
information from the e-mail is shown in the interface.


My Rt_SiteConfig.pm looks like this.  I have not modified RT_Config.pm 
from the way it comes in the distro.

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

# $rtname the string that RT will look for in mail messages to
# figure out what ticket a new piece of mail belongs to
# Your domain name is recommended, so as not to pollute the namespace.
# once you start using a given tag, you should probably never change it.
# (otherwise, mail for existing tickets won't get put in the right place

Set($rtname , "IRDB");

# You should set this to your organization's DNS domain. For example,
# fsck.com or asylum.arkham.ma.us. It's used by the linking interface to
# guarantee that ticket URIs are unique and easy to construct.

Set($Organization , "ITS");

# $user_passwd_min defines the minimum length for user passwords. Setting
# it to 0 disables this check
Set($MinimumPasswordLength , "6");

# $Timezone is used to convert times entered by users into GMT and back 
again
# It should be set to a timezone recognized by your local unix box.
Set($Timezone , 'US/Central');


# {{{ Incoming mail gateway configuration

# RTAddressRegexp is used to make sure RT doesn't add itself as a ticket 
CC if
# the setting above is enabled.

Set($RTAddressRegexp , '^rt\@rh3.its.uiowa.edu$');

# RT provides functionality which allows the system to rewrite
# incoming email addresses.  In its simplest form,
# you can substitute the value in CanonicalizeEmailAddressReplace
# for the value in CanonicalizeEmailAddressMatch
# (These values are passed to the CanonicalizeEmailAddress subroutine in 
RT/User.pm)
# By default, that routine performs a s/$Match/$Replace/gi on any 
address passed to it

Set($CanonicalizeEmailAddressMatch   , 'rh3.its.uiowa.edu$');
Set($CanonicalizeEmailAddressReplace , 'rh3.its.uiowa.edu');


# {{{ Web interface configuration

# Define the directory name to be used for images in rt web
# documents.

# If you're putting the web ui somewhere other than at the root of
# your server
# $WebPath requires a leading / but no trailing /

Set($WebPath , "");

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

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

Set($WebBaseURL , "http://rh3.its.uiowa.edu");


# {{{ Databse Setup

# Password the DatabaseUser should use to access the database
Set($DatabasePassword , '############');

1;
-------------------------------------


Anyone have any ideas.

Thanks
Jason



From RT at InterCept.Net  Fri Sep 12 17:37:12 2003
From: RT at InterCept.Net (RT)
Date: Fri, 12 Sep 2003 17:37:12 -0400
Subject: [rt-users] Get a laugh out of a newbie - Couldn't find schema for mysql
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B739@icptex02.corp.icpt.net>

In your extract rt setup folder do a ls in the etc folder and see if
there file called schema.mysql. if not re-download the rt-3.0.5 tar file

Michael

-----Original Message-----
From: Richard Irving [mailto:rirving at onecall.net] 
Posted At: Friday, September 12, 2003 4:37 PM
Posted To: RT
Conversation: [rt-users] Get a laugh out of a newbie - Couldn't find
schema for mysql
Subject: [rt-users] Get a laugh out of a newbie - Couldn't find schema
for mysql

Hello,

   Newbie here.....


  Trying to not be too annoying, but could a newbie
-ever- hope to achieve such a thing ?

   :)

mysql 4.1.xx
Rt 3.0.5
fastcgi/mysql selected.

  make initialize_database blows up:

   Now populating database schema.
   Creating database schema.
   Couldn't find schema for mysql.
   make: *** [initialize-database] Error 2


Any clues ?







_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 InterCept.Net  Fri Sep 12 17:44:48 2003
From: RT at InterCept.Net (RT)
Date: Fri, 12 Sep 2003 17:44:48 -0400
Subject: [rt-users] Approvals and auto cc replies
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B73A@icptex02.corp.icpt.net>

Sounds good from hear...

Michael

-----Original Message-----
From: Brian_Gupta at timeinc.com [mailto:Brian_Gupta at timeinc.com] 
Posted At: Friday, September 12, 2003 1:16 PM
Posted To: RT
Conversation: Approvals and auto cc replies
Subject: [rt-users] Approvals and auto cc replies

Basically I am trying to implement a certain workflow and I want to know
if it is possible/makes sense in RT3.0.4:

Current workflow:
-----------------
(This is not using RT)
1) End user fills out a webform.  This form collects all the work info
plus the email address of the requestor and the approving manager. 
2) The Form sends an email to the requestor, the approving manager, and
the tech(s) that would do the work.
3) The tech(s) will not do the work until the manager has replied
approving the work request.

My thoughts:
------------
(I am not sure if I understand how the RT Approval function works)
- I will have the webform send the email to RT with a from address of
the requestor and a cc address of the manager.
- I have configured RT to parse for CC info. So the tcket will have the
manager as a CC watcher.
- I have to write a scrip that sends a modified autoreply explaining
that this ticket can't be worked on until the manager approves the
ticket, by replying to the ticket. (I haven't figured out how to write
the custom autoreply scrip yet, but I want to make sure this makes sense
before I spend to much time doing so)

Thanks,
Brian Gupta
Senior Systems Engineer
Time Inc.

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

This message is the property of Time Inc. or its affiliates. It may be
legally privileged and/or confidential and is intended only for the use
of the addressee(s). No addressee should forward, print, copy, or
otherwise reproduce this message in any manner that would allow it to be
viewed by any individual not originally listed as a recipient. If the
reader of this message is not the intended recipient, you are hereby
notified that any unauthorized disclosure, dissemination, distribution,
copying or the taking of any action in reliance on the information
herein is strictly prohibited. If you have received this communication
in error, please immediately notify the sender and delete this message.
Thank you.

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

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


From jesse at bestpractical.com  Fri Sep 12 18:04:42 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 12 Sep 2003 18:04:42 -0400
Subject: [rt-users] RT Mailgate Parsing Problem
In-Reply-To: <3F623531.2050600@itsecurity3.its.uiowa.edu>
References: <3F623531.2050600@itsecurity3.its.uiowa.edu>
Message-ID: <20030912220442.GB30655@fsck.com>


On Fri, Sep 12, 2003 at 04:05:53PM -0500, Jason Alexander wrote:
> Hello,
> 
> I have RT 3.0.4 setup and it appears to be working.  I am using Apache 1 
> and FastCGI.  I can bring up the web interface and log in just fine. I 
> have added both queues and users.
> 
> The problem is that the mailgateway doesn't seem to be working. There 
> seems to be a problem with the gateway not parsing the message.
> The rt.log shows these messages
> 
Can you replicate this issue with RT 3.0.5?


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


From rirving at onecall.net  Fri Sep 12 19:17:17 2003
From: rirving at onecall.net (Richard Irving)
Date: Fri, 12 Sep 2003 18:17:17 -0500
Subject: [rt-users] Get a laugh out of a newbie - Couldn't find schema
 for mysql
In-Reply-To: <3F622E64.7000905@onecall.net>
References: <3F622E64.7000905@onecall.net>
Message-ID: <3F6253FD.9060000@onecall.net>

Well, it worked.

   Thank you....


  Next stop was the ACL's.... fixed.


but, alas, yet another issue...


rt_user using password "YES"

   I tried adding, and GRANTING the privs...but it
fails anyway...

obviously, something is over-riding me ?

I am sure being a newbie, this is an easy one....


   * cough *

Thanks in Advance!


Richard Irving wrote:

> Hello,
> 
>   Newbie here.....
> 
> 
>  Trying to not be too annoying, but could a newbie
> -ever- hope to achieve such a thing ?
> 
>   :)
> 
> mysql 4.1.xx
> Rt 3.0.5
> fastcgi/mysql selected.
> 
>  make initialize_database blows up:
> 
>   Now populating database schema.
>   Creating database schema.
>   Couldn't find schema for mysql.
>   make: *** [initialize-database] Error 2
> 
> 
> Any clues ?
> 
> 
> 
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 craig at askings.com.au  Sat Sep 13 04:53:40 2003
From: craig at askings.com.au (Craig Askings)
Date: Sat, 13 Sep 2003 18:53:40 +1000
Subject: [rt-users] no outgoing email.
Message-ID: <1063443219.4312.48.camel@whitestar>

Hi,

I have just setup a new RT3 system on a Debian/Testing box.

People can send emails to the "support" address and a ticket is
generated in the system but. No notification email is sent nor is anyone
who has CC'd them selves geting update emails.

The only error I am getting is the following logs.


Sep 13 18:28:07 epsilon3 RT:
<rt-3.0.4-9-26.11.6664416728944 at askings.com.au> #9/26 - Scrip 2 
(/usr/share/perl5/RT/Action/SendEmail.pm:92)  
Sep 13 18:28:08 epsilon3 RT: RT::Scrip=HASH(0x98e15b8): Couldn't commit
Autoreply To Requestors (/usr/share/perl5/RT/Scrip_Overlay.pm:345)  
Sep 13 18:28:08 epsilon3 RT:
<rt-3.0.4-9-26.17.040033647521 at askings.com.au> #9/26 - Scrip 3 
(/usr/share/perl5/RT/Action/SendEmail.pm:92)  
Sep 13 18:28:08 epsilon3 RT: RT::Scrip=HASH(0x98f4130): Couldn't commit
Notify AdminCcs (/usr/share/perl5/RT/Scrip_Overlay.pm:345)  
Sep 13 18:28:08 epsilon3 RT: Ticket 9 created in queue 'General' by
haakon at themadship.dhs.org (/usr/share/perl5/RT/Ticket_Overlay.pm:626)  

I have tried adding various ACls to everyone and requester e.g. Watch
but I have yet to work out why it isn't sending out email.

Regards,
Craig Askings.



From RT at InterCept.Net  Sat Sep 13 09:01:52 2003
From: RT at InterCept.Net (RT)
Date: Sat, 13 Sep 2003 09:01:52 -0400
Subject: [rt-users] Get a laugh out of a newbie - Couldn't find schema for mysql
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB259582@icptex02.corp.icpt.net>

What is it stuck on? Adding the rt_user? 

If you are trying to do it manually use this

GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON rt3 TO
rt_user at localhost IDENTIFIED BY "a-password";

You really shouldn't have any issues with this....

Michael


-----Original Message-----
From: Richard Irving [mailto:rirving at onecall.net] 
Posted At: Friday, September 12, 2003 7:17 PM
Posted To: RT
Conversation: [rt-users] Get a laugh out of a newbie - Couldn't find
schema for mysql
Subject: Re: [rt-users] Get a laugh out of a newbie - Couldn't find
schema for mysql

Well, it worked.

   Thank you....


  Next stop was the ACL's.... fixed.


but, alas, yet another issue...


rt_user using password "YES"

   I tried adding, and GRANTING the privs...but it
fails anyway...

obviously, something is over-riding me ?

I am sure being a newbie, this is an easy one....


   * cough *

Thanks in Advance!


Richard Irving wrote:

> Hello,
> 
>   Newbie here.....
> 
> 
>  Trying to not be too annoying, but could a newbie
> -ever- hope to achieve such a thing ?
> 
>   :)
> 
> mysql 4.1.xx
> Rt 3.0.5
> fastcgi/mysql selected.
> 
>  make initialize_database blows up:
> 
>   Now populating database schema.
>   Creating database schema.
>   Couldn't find schema for mysql.
>   make: *** [initialize-database] Error 2
> 
> 
> Any clues ?
> 
> 
> 
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 bzammit at systemsaligned.com  Sun Sep 14 07:04:21 2003
From: bzammit at systemsaligned.com (Brian Zammit)
Date: Sun, 14 Sep 2003 07:04:21 -0400
Subject: [rt-users] First install-no web login screen
In-Reply-To: <20030902044002.15460.12256.Mailman@pallas.eruditorum.org>
Message-ID: <00aa01c37aaf$f304f640$8704a8c0@testing>

Hello,

I get this message in the browser when trying to hit the machine name
with rt running:

----
Bad request!

    Your browser (or proxy) sent a request that this server could not
understand. 

    If you think this is a server error, please contact the webmaster 

Error 400
----

System is RedHat 9.0, installed all Perl modules available on RHN, then
ran perl sbin/rt-test-dependencies --with-mysql --with-modperl2.

Any ideas on where to start?

Brian.



From bzammit at systemsaligned.com  Sun Sep 14 15:08:17 2003
From: bzammit at systemsaligned.com (Brian Zammit)
Date: Sun, 14 Sep 2003 15:08:17 -0400
Subject: [rt-users] RT RH9 fastcgi alias problem
In-Reply-To: <00aa01c37aaf$f304f640$8704a8c0@testing>
Message-ID: <00c301c37af3$8e3bc830$8704a8c0@testing>

Using fastcgi, I can get a login screen, login, but there are no
graphics, and I can't use any of the menu options. I think it is
something to do with directory aliases, but I can't figure it out.

Can anyone help?

Brian



Using RedHat 9, fastcgi, mysql.

---
Virtual hosts section of /etc/httpd/conf/httpd.conf:
<VirtualHost *:80>
        ServerName support.systemsaligned.com:80

        DocumentRoot /opt/rt3/share/html/
        AddDefaultCharset UTF-8

        Alias /error /var/www/error
        Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images

        <IfModule mod_fastcgi.c>
                AddHandler fastcgi-script fcgi
                FastCgiIpcDir /tmp/rt-fcgi
                FastCgiServer /opt/rt3/bin/mason_handler.fcgi
-idle-timeout 3600
                ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
        </IfModule>
</VirtualHost>

---

Clicking "preferences" in the admin web page gives a url of
"http://support.systemsaligned.com/opt/rt3/share/html/User/Prefs.html",
and an error of:

System error
error:  	could not find component for initial path
'/opt/rt3/share/html/User/Prefs.html/index.html'
context:  	
...  	
160:  	die "Cannot make alias without caller"
161:  	unless defined $Exception::Class::Caller;
162:  	
163:  	no strict 'refs';
164:  	*{"$Exception::Class::Caller\::$alias"} = sub {
$subclass->throw(@_) };
165:  	}
166:  	
167:  	eval $code;
168:  	
...  	
code stack:  	/usr/lib/perl5/site_perl/5.8.0/Exception/Class.pm:164
g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:226
g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166
g /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265
g /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343
g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213
g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:207
g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:89
g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:72
g /opt/rt3/bin/mason_handler.fcgi:53
g
raw error

---

Clicking on "raw error" gives:

could not find component for initial path
'/opt/rt3/share/html/User/Prefs.html/index.html'


Trace begun at /usr/lib/perl5/site_perl/5.8.0/Exception/Class.pm line
164
Exception::Class::__ANON__('could not find component for initial path
\'/opt/rt3/share/html/User/Prefs.html/index.html\'^J') called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 226
eval {...}('could not find component for initial path
\'/opt/rt3/share/html/User/Prefs.html/index.html\'^J') called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 186
HTML::Mason::Request::_initialize('HTML::Mason::Request::CGI=HASH(0x8cc8
81c)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm
line 166
HTML::Mason::Request::new('HTML::Mason::Request::CGI', 'error_mode',
'output', 'error_format', 'html', 'cgi_request',
'HTML::Mason::FakeApache=HASH(0x88e0010)', 'out_method',
'SCALAR(0x8e58260)', 'interp', 'HTML::Mason::Interp=HASH(0x8f46f20)',
'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
'ARRAY(0x92a502c)') called at
/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 265
Class::Container::call_method('HTML::Mason::Interp=HASH(0x8f46f20)',
'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0x8f46f20)',
'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
'ARRAY(0x92a502c)') called at
/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 343
Class::Container::create_delayed_object('HTML::Mason::Interp=HASH(0x8f46
f20)', 'request', 'interp', 'HTML::Mason::Interp=HASH(0x8f46f20)',
'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
'ARRAY(0x92a502c)') called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 213
HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0x8f46f20)',
'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
'ARRAY(0x92a502c)') called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 207
HTML::Mason::Interp::exec(undef, undef) called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 89
eval {...}(undef, undef) called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 89
HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x8905f7
8)', 'HASH(0x9241a50)') called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 72
HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH
(0x8905f78)', 'CGI::Fast=HASH(0x8cbea78)') called at
/opt/rt3/bin/mason_handler.fcgi line 53
eval {...}('HTML::Mason::CGIHandler=HASH(0x8905f78)',
'CGI::Fast=HASH(0x8cbea78)') called at /opt/rt3/bin/mason_handler.fcgi
line 53
---



From stvs_he at es.skz.sony.co.jp  Sun Sep 14 20:33:04 2003
From: stvs_he at es.skz.sony.co.jp (hjl)
Date: Mon, 15 Sep 2003 09:33:04 +0900
Subject: [rt-users] (no subject)
Message-ID: <001001c37b20$efcd87a0$1200a8c0@sony>



From jaq at spacepants.org  Sun Sep 14 21:34:03 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Mon, 15 Sep 2003 11:34:03 +1000
Subject: [rt-users] Any way of performing an unmerge?
In-Reply-To: <m3n0ejo52y.wl_rspier@pobox.com>
References: <CEEE169F5089F343B3BB2167BE8628C9013AFF31@exchange.private.chadwyck.co.uk> <m3n0ejo52y.wl_rspier@pobox.com>
Message-ID: <20030915013403.GA789@spacepants.org>

This one time, at band camp, Robert Spier wrote:
>> Is there any way of unmerging it with RT 3?
>
>Not without manually tweaking the database and changing the
>EffectiveID field.

Does anyone know the magic incantations to do this?  It seems a few people
have asked about it but the mailing list doesn't have any examples.

-- 
jaq at spacepants.org                           http://spacepants.org/jaq.gpg


From carl at xena.IPAustralia.gov.au  Mon Sep 15 00:31:26 2003
From: carl at xena.IPAustralia.gov.au (Carl Makin)
Date: Mon, 15 Sep 2003 14:31:26 +1000
Subject: [rt-users] Perl install tips on FreeBSD 4.8?
In-Reply-To: <3F61E4E1.6000505@uclink.berkeley.edu>
References: <20030605182502.27879.75898.Mailman@pallas.eruditorum.org>
	 <3F61E4E1.6000505@uclink.berkeley.edu>
Message-ID: <1063600285.30567.125.camel@newton.aipo.gov.au>

Hi Mike,

On Sat, 2003-09-13 at 01:23, Mike Patterson wrote:
> I'm building a FreeBSD (4.8) box that will be a RT server.

> Should I just:
> cd /usr/ports/lang/perl5.8 ; make clean ; make install
> or do I need to deinstall, upgrade, etc... the existing port?

If you haven't installed either of the perl5 ports then there is nothing
you need to delete.  Perl 5.005_03 ships by default with FreeBSD 4.x. 
The port versions (5.6.1 and 5.8) are designed to be installed alongside
the system perl and you can switch between them using the 

"use.perl <port|system>"

command.  I would recommend you go straight to perl 5.8 with RT.  

If you have already installed Apache and mod_perl, then you will need to
do them again and reinstall all perl modules required by RT using Perl
5.8.  

Otherwise it's reasonably straight forward.  You may find some perl
modules install easier using the port version rather than via CPAN but
most will install fine via CPAN.  

We have RT 3.0.5 with RTFM running here on MySQL 4.0.14, Apache 1.3.27
etc under FreeBSD 4.8-RELEASE with no problems.

Carl.



From RT at InterCept.Net  Mon Sep 15 08:41:04 2003
From: RT at InterCept.Net (RT)
Date: Mon, 15 Sep 2003 08:41:04 -0400
Subject: [rt-users] First install-no web login screen
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B73F@icptex02.corp.icpt.net>

Paste your virtual server settings from httpd.conf... and did you
restart apache by chance? Gotta ask

Michael

-----Original Message-----
From: Brian Zammit [mailto:bzammit at systemsaligned.com] 
Posted At: Sunday, September 14, 2003 7:04 AM
Posted To: RT
Conversation: [rt-users] First install-no web login screen
Subject: [rt-users] First install-no web login screen

Hello,

I get this message in the browser when trying to hit the machine name
with rt running:

----
Bad request!

    Your browser (or proxy) sent a request that this server could not
understand. 

    If you think this is a server error, please contact the webmaster 

Error 400
----

System is RedHat 9.0, installed all Perl modules available on RHN, then
ran perl sbin/rt-test-dependencies --with-mysql --with-modperl2.

Any ideas on where to start?

Brian.

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 InterCept.Net  Mon Sep 15 08:51:33 2003
From: RT at InterCept.Net (RT)
Date: Mon, 15 Sep 2003 08:51:33 -0400
Subject: [rt-users] RT RH9 fastcgi alias problem
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B740@icptex02.corp.icpt.net>

Check your /var/log/messages, /var/log/httpd/error_logs and access_log
and see if you get any errors and such. Turn on rt logging in your
RT_CONFIG, RT_SiteConfig file and try your web pages again. 

Michael

-----Original Message-----
From: Brian Zammit [mailto:bzammit at systemsaligned.com] 
Posted At: Sunday, September 14, 2003 3:08 PM
Posted To: RT
Conversation: [rt-users] RT RH9 fastcgi alias problem
Subject: [rt-users] RT RH9 fastcgi alias problem

Using fastcgi, I can get a login screen, login, but there are no
graphics, and I can't use any of the menu options. I think it is
something to do with directory aliases, but I can't figure it out.

Can anyone help?

Brian



Using RedHat 9, fastcgi, mysql.

---
Virtual hosts section of /etc/httpd/conf/httpd.conf:
<VirtualHost *:80>
        ServerName support.systemsaligned.com:80

        DocumentRoot /opt/rt3/share/html/
        AddDefaultCharset UTF-8

        Alias /error /var/www/error
        Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images

        <IfModule mod_fastcgi.c>
                AddHandler fastcgi-script fcgi
                FastCgiIpcDir /tmp/rt-fcgi
                FastCgiServer /opt/rt3/bin/mason_handler.fcgi
-idle-timeout 3600
                ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
        </IfModule>
</VirtualHost>

---

Clicking "preferences" in the admin web page gives a url of
"http://support.systemsaligned.com/opt/rt3/share/html/User/Prefs.html",
and an error of:

System error
error:  	could not find component for initial path
'/opt/rt3/share/html/User/Prefs.html/index.html'
context:  	
...  	
160:  	die "Cannot make alias without caller"
161:  	unless defined $Exception::Class::Caller;
162:  	
163:  	no strict 'refs';
164:  	*{"$Exception::Class::Caller\::$alias"} = sub {
$subclass->throw(@_) };
165:  	}
166:  	
167:  	eval $code;
168:  	
...  	
code stack:  	/usr/lib/perl5/site_perl/5.8.0/Exception/Class.pm:164
g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:226
g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166
g /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265
g /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343
g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213
g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:207
g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:89
g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:72
g /opt/rt3/bin/mason_handler.fcgi:53
g
raw error

---

Clicking on "raw error" gives:

could not find component for initial path
'/opt/rt3/share/html/User/Prefs.html/index.html'


Trace begun at /usr/lib/perl5/site_perl/5.8.0/Exception/Class.pm line
164
Exception::Class::__ANON__('could not find component for initial path
\'/opt/rt3/share/html/User/Prefs.html/index.html\'^J') called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 226
eval {...}('could not find component for initial path
\'/opt/rt3/share/html/User/Prefs.html/index.html\'^J') called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 186
HTML::Mason::Request::_initialize('HTML::Mason::Request::CGI=HASH(0x8cc8
81c)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm
line 166
HTML::Mason::Request::new('HTML::Mason::Request::CGI', 'error_mode',
'output', 'error_format', 'html', 'cgi_request',
'HTML::Mason::FakeApache=HASH(0x88e0010)', 'out_method',
'SCALAR(0x8e58260)', 'interp', 'HTML::Mason::Interp=HASH(0x8f46f20)',
'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
'ARRAY(0x92a502c)') called at
/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 265
Class::Container::call_method('HTML::Mason::Interp=HASH(0x8f46f20)',
'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0x8f46f20)',
'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
'ARRAY(0x92a502c)') called at
/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 343
Class::Container::create_delayed_object('HTML::Mason::Interp=HASH(0x8f46
f20)', 'request', 'interp', 'HTML::Mason::Interp=HASH(0x8f46f20)',
'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
'ARRAY(0x92a502c)') called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 213
HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0x8f46f20)',
'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
'ARRAY(0x92a502c)') called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 207
HTML::Mason::Interp::exec(undef, undef) called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 89
eval {...}(undef, undef) called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 89
HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x8905f7
8)', 'HASH(0x9241a50)') called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 72
HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH
(0x8905f78)', 'CGI::Fast=HASH(0x8cbea78)') called at
/opt/rt3/bin/mason_handler.fcgi line 53
eval {...}('HTML::Mason::CGIHandler=HASH(0x8905f78)',
'CGI::Fast=HASH(0x8cbea78)') called at /opt/rt3/bin/mason_handler.fcgi
line 53
---

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 cpoppe at entrada.de  Mon Sep 15 09:17:18 2003
From: cpoppe at entrada.de (cpoppe at entrada.de)
Date: Mon, 15 Sep 2003 15:17:18 +0200
Subject: [rt-users] Lotus Notes
Message-ID: <OFFC37D40F.22F6767F-ONC1256DA2.0048C05E-C1256DA2.0048FA09@entrada.de>

Anyone ever tried to connect rt to a Lotus Notes database, for example to
extract a support contract number out of a customer database?

Any hints greatly appreciated.

Mit freundlichen Gr?ssen/ With kind regards

Carsten Poppe
IT-Security Consultant

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From alesh at sportina.si  Mon Sep 15 09:43:01 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Mon, 15 Sep 2003 15:43:01 +0200
Subject: [rt-users] Upgrading from 3.0.4 to 3.0.5
In-Reply-To: <BB8B8B5D.2DAE1%TalkLists@index-s.de>
Message-ID: <005e01c37b8f$481e2220$4801a8c0@OMNIBOOK>

You should manually apply them!

A.

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Stefan Seiz
Sent: Monday, September 15, 2003 3:30 PM
To: 'RT Users'; rt-devel at fsck.com
Subject: [rt-users] Upgrading from 3.0.4 to 3.0.5


Hi,

am just upgrading from 3.0.4 to 3.0.5. I thought there had been changes to
the DB indexes etc. to speed up lookups and such. However i don't find any
scripts for 3.0.5 to 3.0.5 upgrades in etc/upgrades.

Where should i look for database update scripts or aren't there any?

Thanks!

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

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

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




From tzoeteman at cwlab.com  Mon Sep 15 09:56:46 2003
From: tzoeteman at cwlab.com (tony zoeteman)
Date: Mon, 15 Sep 2003 08:56:46 -0500
Subject: [rt-users] spam filtering
Message-ID: <3F65C51E.6040900@cwlab.com>

anyone have info on a spam filtering setup for rt?  the faq mentions 
that using spamassisin is a good idea but stops too short of being useful.
--
tony



From seph at directionless.org  Mon Sep 15 10:39:51 2003
From: seph at directionless.org (seph)
Date: Mon, 15 Sep 2003 10:39:51 -0400
Subject: [rt-users] Re: spam filtering
In-Reply-To: <3F65C51E.6040900@cwlab.com> (tony zoeteman's message of "Mon,
 15 Sep 2003 08:56:46 -0500")
References: <3F65C51E.6040900@cwlab.com>
Message-ID: <w52fziyjetk.fsf@lame.message.id>

> anyone have info on a spam filtering setup for rt?  the faq mentions
> that using spamassisin is a good idea but stops too short of being
> useful.

putting procmail in front of rt is pretty common.

seph


From ross.williamson at abilisk.com  Mon Sep 15 10:40:55 2003
From: ross.williamson at abilisk.com (Ross Williamson)
Date: Mon, 15 Sep 2003 15:40:55 +0100
Subject: [rt-users] Upgrading from 3.0.4 to 3.0.5
In-Reply-To: <005e01c37b8f$481e2220$4801a8c0@OMNIBOOK>
Message-ID: <!~!UENERkVCMDkAAQACAAAAAAAAAAAAAAAAABgAAAAAAAAA+kTKvQLh2UK2xC0mOtuk5sKAAAAQAAAAripHn7Scek2i/Ty97UGP1wEAAAAA@abilisk.com>

OK well could someone help me out and either send the collected db
improvements to the list or email them directly to me, as I don't seem
to be able to find a concise list of them anywhere;)


Cheers

Ross


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com 
> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Ale? Su?nik
> Sent: 15 September 2003 14:43
> To: 'Stefan Seiz'; 'RT Users'; rt-devel at fsck.com
> Subject: RE: [rt-users] Upgrading from 3.0.4 to 3.0.5
> 
> 
> You should manually apply them!
> 
> A.
> 
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com 
> [mailto:rt-users-admin at lists.fsck.com]
> On Behalf Of Stefan 
> Seiz
> Sent: Monday, September 15, 2003 3:30 PM
> To: 'RT Users'; rt-devel at fsck.com
> Subject: [rt-users] Upgrading from 3.0.4 to 3.0.5
> 
> 
> Hi,
> 
> am just upgrading from 3.0.4 to 3.0.5. I thought there had 
> been changes to the DB indexes etc. to speed up lookups and 
> such. However i don't find any scripts for 3.0.5 to 3.0.5 
> upgrades in etc/upgrades.
> 
> Where should i look for database update scripts or aren't there any?
> 
> Thanks!
> 
> --
> Stefan Seiz <http://www.StefanSeiz.com>
> Spamto: <bin at imd.net>
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com 
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you 
> read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com 
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you 
> read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 



From RT-User at wiwi.uni-wuppertal.de  Mon Sep 15 10:44:02 2003
From: RT-User at wiwi.uni-wuppertal.de (RT-User)
Date: Mon, 15 Sep 2003 16:44:02 +0200
Subject: [rt-users] Problems after upgrading to 3.0.5
Message-ID: <D49786105287D61188B00006295077FF056406@wwinfo.wiwi.uni-wuppertal.de>

Hi everybody,

we upgraded to 3.0.5 today and everything seemed to work fine. But than 
I worked out, that there are no more templates in the system and as a 
result of this, no answers are generated for our customers.

I did the database-update which restulted in the following output:

--schnipp--
Creating queues...(Error: Queue already exists)0.done.
Creating ScripActions...18.done.
Creating templates...18.done.
Creating scrips...(Error: Template not found)
(Error: Template not found)
(Error: Template not found)
(Error: Template not found)
(Error: Template not found)
(Error: Template not found)
(Error: Template not found)
(Error: Template not found)
(Error: Template not found)
56.(Error: Template not found)
(Error: Template not found)
(Error: Template not found)
done.
--schnapp--

But if I look into the database directly all templates are existing in the
table "Templates" as they should be. Any help is appreciated!

Thx in advance!

-christian


From Thomas.Knaupp at schwarz.de  Mon Sep 15 10:47:05 2003
From: Thomas.Knaupp at schwarz.de (Knaupp, Thomas)
Date: Mon, 15 Sep 2003 16:47:05 +0200
Subject: AW: [rt-users] spam filtering
Message-ID: <8AE380CFA13C7248966C234D54F967766AD685@scsw2kks1.d1scs.lan>

Tony,

first of all I'd include a rbl-check like spamcop.net
which should block most of spam-mails ...
Then, you can mention about integrating tools like
spamassassin ...

Tom


 | -----Urspr?ngliche Nachricht-----
 | Von: tony zoeteman [mailto:tzoeteman at cwlab.com]
 | Gesendet: Montag, 15. September 2003 15:57
 | An: rt-users at lists.fsck.com
 | Betreff: [rt-users] spam filtering
 | 
 | 
 | anyone have info on a spam filtering setup for rt?  the faq mentions 
 | that using spamassisin is a good idea but stops too short of 
 | being useful.
 | --
 | tony
 | 
 | _______________________________________________
 | rt-users mailing list
 | rt-users at lists.fsck.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 mikep at uclink.berkeley.edu  Mon Sep 15 10:51:53 2003
From: mikep at uclink.berkeley.edu (Mike Patterson)
Date: Mon, 15 Sep 2003 07:51:53 -0700
Subject: [rt-users] Perl install tips on FreeBSD 4.8?
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: <3F65D209.2010708@uclink.berkeley.edu>

Thank you Carl and others for the practical advice on FreeBSD perl 
install tips.  I really appreciate it.  I particularly needed to know 
about the "use.perl" command.

I'll probably make things a bit more difficult for myself by installing 
Apache 2.x with Fastcgi instead of 1.x with mod_perl, so that I can do 
some LDAP auth later down the line.

Thanks,
Mike

Carl Makin wrote:
> Hi Mike,
> 
> On Sat, 2003-09-13 at 01:23, Mike Patterson wrote:
> 
>>I'm building a FreeBSD (4.8) box that will be a RT server.
> 
> 
>>Should I just:
>>cd /usr/ports/lang/perl5.8 ; make clean ; make install
>>or do I need to deinstall, upgrade, etc... the existing port?
> 
> 
> If you haven't installed either of the perl5 ports then there is nothing
> you need to delete.  Perl 5.005_03 ships by default with FreeBSD 4.x. 
> The port versions (5.6.1 and 5.8) are designed to be installed alongside
> the system perl and you can switch between them using the 
> 
> "use.perl <port|system>"
> 
> command.  I would recommend you go straight to perl 5.8 with RT.  
> 
> If you have already installed Apache and mod_perl, then you will need to
> do them again and reinstall all perl modules required by RT using Perl
> 5.8.  
> 
> Otherwise it's reasonably straight forward.  You may find some perl
> modules install easier using the port version rather than via CPAN but
> most will install fine via CPAN.  
> 
> We have RT 3.0.5 with RTFM running here on MySQL 4.0.14, Apache 1.3.27
> etc under FreeBSD 4.8-RELEASE with no problems.
> 
> Carl.
> 




From cubic at acronis.ru  Mon Sep 15 10:59:20 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Mon, 15 Sep 2003 18:59:20 +0400
Subject: [rt-users] Upgrading from 3.0.4 to 3.0.5
In-Reply-To: <!~!UENERkVCMDkAAQACAAAAAAAAAAAAAAAAABgAAAAAAAAA+kTKvQLh2UK2xC0mOtuk5sKAAAAQAAAAripHn7Scek2i/Ty97UGP1wEAAAAA@abilisk.com>
References: <!~!UENERkVCMDkAAQACAAAAAAAAAAAAAAAAABgAAAAAAAAA+kTKvQLh2UK2xC0mOtuk5sKAAAAQAAAAripHn7Scek2i/Ty97UGP1wEAAAAA@abilisk.com>
Message-ID: <3F65D3C8.3010805@acronis.ru>

--- rt-3-0-4/etc/schema.mysql   2003-07-12 12:24:37.000000000 +0400
+++ rt-3-0-5/etc/schema.mysql   2003-09-08 22:18:38.000000000 +0400
@@ -125,7 +125,7 @@
    Field varchar(40) NULL  ,
    OldValue varchar(255) NULL  ,
    NewValue varchar(255) NULL  ,
-  Data varchar(100) NULL  ,
+  Data varchar(255) NULL  ,

    Creator integer NOT NULL DEFAULT 0  ,
    Created DATETIME NULL  ,

This is all changes in schema.
All additionall perfomance improvements you could look here:
http://rt3.fsck.com//Ticket/Display.html?id=3390 and dependencies...
acount: guest/guest

Ross Williamson wrote:

>OK well could someone help me out and either send the collected db
>improvements to the list or email them directly to me, as I don't seem
>to be able to find a concise list of them anywhere;)
>
>
>Cheers
>
>Ross
>  
>





From Agustin.Lopez at uv.es  Mon Sep 15 11:01:27 2003
From: Agustin.Lopez at uv.es (Agustin.Lopez at uv.es)
Date: Mon, 15 Sep 2003 17:01:27 +0200 (CEST)
Subject: [rt-users] Several questions
Message-ID: <6868537929lopezj@uv.es>

Hello, all!

This are my first questions to the list.
I am playing and customizing RT and I have several questions:

Question:

-Are ther any way for one requestor to delete one ticket sent
 from SelfService? Our organization will like to allow to the users 
 delete (cancel) tickets sent by him.

Possible bugs:

-When one user try to attach one file commenting one ticket
 issued by him, the attach is lost.
-From rt 3-0-4 to 3-0-5, problems in Postgres: No have permissions
 to add users and queues. If I overwrite lib/RT/Principal_Overlay.pm 
 with 3.0.4 release, work Ok.

Requests:

-Default RT group to add one new user autocreated from ldap. So, 
 is more easily check the permissions.
-Any way to display CustomFields in SelfService Create Tickets?


Best regards,
AGustin


--

======================================================
|           Jose Agustin Lopez Bueno                 |
|          E-Mail: Agustin.Lopez at uv.es               |
|        Home Page: http://www.uv.es/~lopezj/        |
|            http://www.uv.es/postman/               |
|        Tfnos: +34-96-3544310  +34-96-3543129       |
|               Fax: +34-96-3544200                  |
| Servicio de Informatica, Univ. de Valencia, Spain  |
======================================================



From scott.dexter at ingenta.com  Mon Sep 15 11:16:40 2003
From: scott.dexter at ingenta.com (Scott Dexter)
Date: Mon, 15 Sep 2003 11:16:40 -0400
Subject: [rt-users] Issue with DB with lots (1500+) tickets (3.04)
Message-ID: <1063638999.2646.9.camel@zim.local>

I started the system from scratch, and tickets went into an empty rt3 db
fine, but when I put in the old DB of 1500+ tickets it's then that I
have huge perfromacne issues, mostly on inserts. I switched to using
my-large.vnf with MySQL3, is moving to Mysql4 really my only option, is
there some way to optimize the tickets part of the DB?

Scott

-- 
Scott Dexter
Jr Unix Administrator
Ingenta, Inc.
111R Chestnut Street, Providence, RI 02903
T  +1.401.331.2014
F  +1.401.331.2015
E   scott.dexter at ingenta.com
AIM scottder517




From Eric.Doutreleau at int-evry.fr  Mon Sep 15 11:23:25 2003
From: Eric.Doutreleau at int-evry.fr (Eric Doutreleau)
Date: Mon, 15 Sep 2003 17:23:25 +0200
Subject: [rt-users] problem with users and WebExternalAuth
Message-ID: <1063639405.2632.9.camel@rezo.int-evry.fr>

 
Hi

I have just installed rt on my RH9 machine and i have some probleme to
manage my user.
As they already exist in my ldap database i would like to use it
I have set the following value in my config file and it works  quite
nice.                                                                               
Set($WebExternalAuth,1);                                                                            Set($WebExternalAuto , 1);

Nevertheless i have two little problems.
All my user are privileged. How can i make rt create these users as
non privileged?
I would like to get some information from my ldap server to the rt
database like the real name of user and the email adress.

It would be nice if it was been at the creation of the account.

Does someone know how to do that?

thanks in advance for any help


From RT-User at wiwi.uni-wuppertal.de  Mon Sep 15 11:23:34 2003
From: RT-User at wiwi.uni-wuppertal.de (RT-User)
Date: Mon, 15 Sep 2003 17:23:34 +0200
Subject: [rt-users] Problems after upgrading to 3.0.5
Message-ID: <D49786105287D61188B00006295077FF056407@wwinfo.wiwi.uni-wuppertal.de>

> But if I look into the database directly all templates are existing
> in the table "Templates" as they should be. Any help is appreciated!

I am sorry, the templates are missing in mysql as well. There are only
the templates for RTIR and Approval in the db.

What is the best way to restore the templates or are they stored in any
of the installation files?!

-christian


From Samuel.Senoner at eurac.edu  Mon Sep 15 11:33:20 2003
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Mon, 15 Sep 2003 17:33:20 +0200
Subject: [rt-users] problem with users and WebExternalAuth
Message-ID: <8ABC35686C73554691F3481C4023BE5E93322B@abz01be.eurac.edu>

I had done it.
I will prepare tomorrow the patches in diff format and give you the
modified file for the import.

I have this exactly like you want, unpriviledged users at first, and all
infos imported by ldap.... Well not all infos, but you will see.

Samuel 


-----Original Message-----
From: Eric Doutreleau [mailto:Eric.Doutreleau at int-evry.fr] 
Sent: Monday,15 September,2003 17:23
To: rt-users at lists.fsck.com

 
Hi

I have just installed rt on my RH9 machine and i have some probleme to
manage my user.
As they already exist in my ldap database i would like to use it I have
set the following value in my config file and it works  quite
nice.

Set($WebExternalAuth,1);
Set($WebExternalAuto , 1);

Nevertheless i have two little problems.
All my user are privileged. How can i make rt create these users as non
privileged?
I would like to get some information from my ldap server to the rt
database like the real name of user and the email adress.

It would be nice if it was been at the creation of the account.

Does someone know how to do that?

thanks in advance for any help
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

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




From sean.perry at intransa.com  Mon Sep 15 11:36:09 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Mon, 15 Sep 2003 08:36:09 -0700
Subject: [rt-users] problem with users and WebExternalAuth
In-Reply-To: <1063639405.2632.9.camel@rezo.int-evry.fr>
References: <1063639405.2632.9.camel@rezo.int-evry.fr>
Message-ID: <3F65DC69.8040501@intransa.com>

Eric Doutreleau wrote:

>  
> Hi
> 
> I have just installed rt on my RH9 machine and i have some probleme to
> manage my user.
> As they already exist in my ldap database i would like to use it
> I have set the following value in my config file and it works  quite
> nice.                                                                               
> Set($WebExternalAuth,1);                                                                            Set($WebExternalAuto , 1);
> 
> Nevertheless i have two little problems.
> All my user are privileged. How can i make rt create these users as
> non privileged?
> I would like to get some information from my ldap server to the rt
> database like the real name of user and the email adress.
> 
> It would be nice if it was been at the creation of the account.
> 
> Does someone know how to do that?
> 

Here are the modifications I made to html/autohandler to support LDAP 
lookups into our Active Directory system.

sub LookupLdapUserInfo {
   use Net::LDAP;
   use Net::LDAP::Constant qw(LDAP_SUCCESS);

   use constant LDAP       => q(<your LDAP server);
   use constant LDAP_PORT  => q(389);
   use constant LDAP_BASE  => q(<your LDAP base>);
   use constant LDAP_UID   => q(<whatever the UID key is>);
   use constant LDAP_CN    => q(cn);

   my ($user) = @_;

   my $ldap = new Net::LDAP(LDAP, port => LDAP_PORT)
       or return undef;

   my $mesg = $ldap->bind(<whomever you bind as>, password => <their 
password>);
   return undef unless $mesg->code == LDAP_SUCCESS;

   my $filter = "@{[ LDAP_UID ]}=$user";

   $mesg = $ldap->search(base   => LDAP_BASE,
                         filter => $filter,
                         attrs  => [ LDAP_CN ]);
   return undef unless ($mesg->code == LDAP_SUCCESS);

   if ($mesg->count != 1 ||
       ($mesg->first_entry->get_value(LDAP_CN))[0] eq '') {
     return undef;
   }

   my $cn = $mesg->first_entry->get_value(LDAP_CN);

   $mesg = $ldap->unbind();

   return $cn;
}

now find the block that starts with:
# If RT is configured for external auth, let's get REMOTE_USER
elsif ($RT::WebExternalAuth and length($ENV{'REMOTE_USER'})) {

there is a chunk that looks like:
         if ($val) {
             $UserObj->SetPrivileged(1);

set the 1 to 0 and people default to unprivileged.

Inside this if block you add the call to the LookupLdapUserInfo().

For maintenance, you can place any modified file in local/html instead 
of share/html.  The Mason looks in local first then in share for any file.




From cubic at acronis.ru  Mon Sep 15 11:49:52 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Mon, 15 Sep 2003 19:49:52 +0400
Subject: [rt-users] Problems after upgrading to 3.0.5
In-Reply-To: <D49786105287D61188B00006295077FF056407@wwinfo.wiwi.uni-wuppertal.de>
References: <D49786105287D61188B00006295077FF056407@wwinfo.wiwi.uni-wuppertal.de>
Message-ID: <3F65DFA0.6080807@acronis.ru>

rt-3-0-5/sbin/rt-setup-database
RT-User wrote:

>>But if I look into the database directly all templates are existing
>>in the table "Templates" as they should be. Any help is appreciated!
>>    
>>
>
>I am sorry, the templates are missing in mysql as well. There are only
>the templates for RTIR and Approval in the db.
>
>What is the best way to restore the templates or are they stored in any
>of the installation files?!
>
>-christian
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>  
>




From khera at kcilink.com  Mon Sep 15 11:53:40 2003
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 15 Sep 2003 11:53:40 -0400
Subject: [rt-users] Perl install tips on FreeBSD 4.8?
In-Reply-To: <3F65D209.2010708@uclink.berkeley.edu>
References: <20030605182502.27879.75898.Mailman@pallas.eruditorum.org>
	<3F61E4E1.6000505@uclink.berkeley.edu>
	<1063600285.30567.125.camel@newton.aipo.gov.au>
	<3F65D209.2010708@uclink.berkeley.edu>
Message-ID: <16229.57476.463962.79232@yertle.int.kciLink.com>

>>>>> "MP" == Mike Patterson <mikep at uclink.berkeley.edu> writes:

MP> I'll probably make things a bit more difficult for myself by installing 
MP> Apache 2.x with Fastcgi instead of 1.x with mod_perl, so that I can do 
MP> some LDAP auth later down the line.

One of my production systems is FreeBSD 4.8, perl 5.8 from ports,
postgres 7.3.4 from ports, apache2 from ports, rt3.0.5 + speedy_cgi.

works fine on light load.  haven't had heavy load on this project
(yet).



From rbellamy at pteradigm.com  Mon Sep 15 12:47:00 2003
From: rbellamy at pteradigm.com (G. Richard Bellamy)
Date: Mon, 15 Sep 2003 09:47:00 -0700
Subject: [rt-users] spam filtering
Message-ID: <0FC82FC6709BE34CB9118EE0E252FD23121248@ehost007.intermedia.net>

I'm interested too. Is there a LinuxDoc type HowTo on setting up RT with spam filtering? I've never done it in general, so a recipe would be really helpful.


> -----Original Message-----
> From: Knaupp, Thomas [mailto:Thomas.Knaupp at schwarz.de] 
> Sent: Monday, September 15, 2003 7:47 AM
> To: tony zoeteman; rt-users at lists.fsck.com
> Subject: AW: [rt-users] spam filtering
> 
> 
> Tony,
> 
> first of all I'd include a rbl-check like spamcop.net
> which should block most of spam-mails ...
> Then, you can mention about integrating tools like
> spamassassin ...
> 
> Tom
> 
> 
>  | -----Urspr?ngliche Nachricht-----
>  | Von: tony zoeteman [mailto:tzoeteman at cwlab.com]
>  | Gesendet: Montag, 15. September 2003 15:57
>  | An: rt-users at lists.fsck.com
>  | Betreff: [rt-users] spam filtering
>  | 
>  | 
>  | anyone have info on a spam filtering setup for rt?  the 
> faq mentions 
>  | that using spamassisin is a good idea but stops too short of 
>  | being useful.
>  | --
>  | tony
>  | 
>  | _______________________________________________
>  | rt-users mailing list
>  | rt-users at lists.fsck.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 alesh at sportina.si  Mon Sep 15 13:02:39 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Mon, 15 Sep 2003 19:02:39 +0200
Subject: [rt-users] Issue with DB with lots (1500+) tickets (3.04)
In-Reply-To: <1063638999.2646.9.camel@zim.local>
Message-ID: <000d01c37bab$2ed30030$4801a8c0@OMNIBOOK>

Scott,

send your HW (CPU & RAM) info also it might help alot!
How many users do you have?
How much swap?

Perl version?
mod_perl or fastcgi?
Apache version?

I think mysql 4.x is very highly recommended!

A.

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Scott Dexter
Sent: Monday, September 15, 2003 5:17 PM
To: rt-users
Subject: [rt-users] Issue with DB with lots (1500+) tickets (3.04)


I started the system from scratch, and tickets went into an empty rt3 db
fine, but when I put in the old DB of 1500+ tickets it's then that I
have huge perfromacne issues, mostly on inserts. I switched to using
my-large.vnf with MySQL3, is moving to Mysql4 really my only option, is
there some way to optimize the tickets part of the DB?

Scott

-- 
Scott Dexter
Jr Unix Administrator
Ingenta, Inc.
111R Chestnut Street, Providence, RI 02903
T  +1.401.331.2014
F  +1.401.331.2015
E   scott.dexter at ingenta.com
AIM scottder517


_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 rjwsys at uniserve.com  Mon Sep 15 13:00:08 2003
From: rjwsys at uniserve.com (Robert Westendorp)
Date: Mon, 15 Sep 2003 10:00:08 -0700
Subject: [rt-users] Pruning Users
Message-ID: <03d901c37baa$d1d99420$d3a1f4cc@rob>

Does anyone have a script that will go through and remove users that don't
have any affiliation with any tickets (ie removed dead tickets)? We
currently have about 50000 users (Mostly non-priviledged users) and was
wondering if anyone had a quick way of cleaning those up.

---------------------------------------------------------------
Robert Westendorp
Systems Administrator
---------------------------------------------------------------



From scott.dexter at ingenta.com  Mon Sep 15 13:08:51 2003
From: scott.dexter at ingenta.com (Scott Dexter)
Date: Mon, 15 Sep 2003 13:08:51 -0400
Subject: [rt-users] Issue with DB with lots (1500+) tickets (3.04)
In-Reply-To: <000d01c37bab$2ed30030$4801a8c0@OMNIBOOK>
References: <000d01c37bab$2ed30030$4801a8c0@OMNIBOOK>
Message-ID: <1063645730.3528.2.camel@zim.local>

On Mon, 2003-09-15 at 13:02, Ale? Su?nik wrote:
> Scott,
> 
> send your HW (CPU & RAM) info also it might help alot!

 Right now it's a 500 mhz processor with 256mb ram.

> How many users do you have?

Only like 4 active (admin)users of the web interface. 

> How much swap?
> 
512mb

> Perl version?
5.8.0 (that came with RH 8)

> mod_perl or fastcgi?
mod_perl

> Apache version?

1.3.28

> I think mysql 4.x is very highly recommended!
> 
> A.
> 
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
> On Behalf Of Scott Dexter
> Sent: Monday, September 15, 2003 5:17 PM
> To: rt-users
> Subject: [rt-users] Issue with DB with lots (1500+) tickets (3.04)
> 
> 
> I started the system from scratch, and tickets went into an empty rt3 db
> fine, but when I put in the old DB of 1500+ tickets it's then that I
> have huge perfromacne issues, mostly on inserts. I switched to using
> my-large.vnf with MySQL3, is moving to Mysql4 really my only option, is
> there some way to optimize the tickets part of the DB?
> 
> Scott
-- 
Scott Dexter
Jr Unix Administrator
Ingenta, Inc.
111R Chestnut Street, Providence, RI 02903
T  +1.401.331.2014
F  +1.401.331.2015
E   scott.dexter at ingenta.com
AIM scottder517




From seph at directionless.org  Mon Sep 15 13:10:55 2003
From: seph at directionless.org (seph)
Date: Mon, 15 Sep 2003 13:10:55 -0400
Subject: [rt-users] Re: problem with users and WebExternalAuth
In-Reply-To: <1063639405.2632.9.camel@rezo.int-evry.fr> (Eric Doutreleau's
 message of "Mon, 15 Sep 2003 17:23:25 +0200")
References: <1063639405.2632.9.camel@rezo.int-evry.fr>
Message-ID: <w52ad96j7ts.fsf@lame.message.id>

> As they already exist in my ldap database i would like to use it
> I have set the following value in my config file and it works  quite
> nice.                                                                               
> Set($WebExternalAuth,1);                                                                            Set($WebExternalAuto , 1);
>
> Nevertheless i have two little problems.
> All my user are privileged. How can i make rt create these users as
> non privileged?
> I would like to get some information from my ldap server to the rt
> database like the real name of user and the email adress.
>
> It would be nice if it was been at the creation of the account.

The WebExternalAuto function includes this feature. It's easy to
use. (though should probably be mentioned in the config file, oops)
The attributes new AutoCreated users are created with are defined by
Interface/Web.pm's WebExternalAutoInfo. You should be able to override
that function using the overlay system.

create a local/lib/Interface/Web_local.pm with your version of the
function. You might want to crib off the old one to see how it likes
it's hash. 

at least I think Interface/Web supports the overlay system.

seph


From alesh at sportina.si  Mon Sep 15 13:12:37 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Mon, 15 Sep 2003 19:12:37 +0200
Subject: [rt-users] Issue with DB with lots (1500+) tickets (3.04)
In-Reply-To: <1063645730.3528.2.camel@zim.local>
Message-ID: <001701c37bac$93876060$4801a8c0@OMNIBOOK>

Scott,

try mysql 4.x, why?
My setup:
p3 450mhz, 320mb ram, 512mb swap, 5000 tickets, 3 very active users,
everything else (apache, mod_perl, perl) is same as you.
Runs about 10% slower then 2.0, which is not noticable!
Ow, and RT isn't the only thing running on the machine, we got also
sendmail, 7 other PHP apps, etc..

A.

-----Original Message-----
From: Scott Dexter [mailto:scott.dexter at ingenta.com] 
Sent: Monday, September 15, 2003 7:09 PM
To: rt-users
Cc: Ale? Su?nik
Subject: RE: [rt-users] Issue with DB with lots (1500+) tickets (3.04)


On Mon, 2003-09-15 at 13:02, Ale? Su?nik wrote:
> Scott,
> 
> send your HW (CPU & RAM) info also it might help alot!

 Right now it's a 500 mhz processor with 256mb ram.

> How many users do you have?

Only like 4 active (admin)users of the web interface. 

> How much swap?
> 
512mb

> Perl version?
5.8.0 (that came with RH 8)

> mod_perl or fastcgi?
mod_perl

> Apache version?

1.3.28

> I think mysql 4.x is very highly recommended!
> 
> A.
> 
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
> On Behalf Of Scott Dexter
> Sent: Monday, September 15, 2003 5:17 PM
> To: rt-users
> Subject: [rt-users] Issue with DB with lots (1500+) tickets (3.04)
> 
> 
> I started the system from scratch, and tickets went into an empty rt3 db
> fine, but when I put in the old DB of 1500+ tickets it's then that I
> have huge perfromacne issues, mostly on inserts. I switched to using
> my-large.vnf with MySQL3, is moving to Mysql4 really my only option, is
> there some way to optimize the tickets part of the DB?
> 
> Scott
-- 
Scott Dexter
Jr Unix Administrator
Ingenta, Inc.
111R Chestnut Street, Providence, RI 02903
T  +1.401.331.2014
F  +1.401.331.2015
E   scott.dexter at ingenta.com
AIM scottder517





From iqbala at qwestip.net  Mon Sep 15 13:48:57 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Mon, 15 Sep 2003 13:48:57 -0400 (EDT)
Subject: [rt-users] Slow - Tool to Archive ?
In-Reply-To: <Pine.GSO.4.30L2.0309120944280.22448-100000@qmail>
Message-ID: <Pine.GSO.4.30L2.0309151345530.8832-100000@qmail>

Looks like my rt3-0-5 got slower again. Do I need to defrag my database to
improve the performance ?

Here the the values for my conf file

key_buffer = 1G
table_cache = 512
sort_buffer_size = 4M
read_buffer_size = 2M
max_allowed_packet = 512M
query_cache_size = 256M
query_cache_type = 1
thread_concurrency = 8
innodb_data_home_dir = /usr/local/mysql/data/
innodb_data_file_path = ibdata1:1882M;ibdata2:10M:autoextend
innodb_log_group_home_dir = /usr/local/mysql/data/
innodb_log_arch_dir = /usr/local/mysql/data/
innodb_buffer_pool_size = 384M
innodb_additional_mem_pool_size = 20M
innodb_log_file_size = 100M
innodb_log_buffer_size = 8M
innodb_flush_log_at_trx_commit = 1
innodb_lock_wait_timeout = 50


On Fri, 12 Sep 2003, Asif Iqbal wrote:

> Hi All
>
> Is there a tool that I can use to archive tickets older than for example few
> months or certain date  ? That might speed up RT3-0-5
>
> I am using rt-3-0-5 with mysql 4.0.13/perl5.8/apache.1.3.27/modperl1 on a
> solaris sparc 420R with 4x440Mhz and 4 gig RAM. I am using my-huge.cnf
>
> Upgrade to rt-3-0-5 did improve the speed a lot but still it takes about 27.9
> secs and the httpd goes upto 16% CPU during the time of the following query
>
> time curl http://webrt.arl.qwestip.net/SelfService/Display.html -d user=Asif -d
> pass=xxxx -d id=166320
>
> Thanks
>
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From khera at kcilink.com  Mon Sep 15 14:06:21 2003
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 15 Sep 2003 14:06:21 -0400
Subject: [rt-users] Pruning Users
In-Reply-To: <03d901c37baa$d1d99420$d3a1f4cc@rob>
References: <03d901c37baa$d1d99420$d3a1f4cc@rob>
Message-ID: <16229.65437.57845.756031@yertle.int.kciLink.com>

>>>>> "RW" == Robert Westendorp <rjwsys at uniserve.com> writes:

RW> Does anyone have a script that will go through and remove users that don't
RW> have any affiliation with any tickets (ie removed dead tickets)? We
RW> currently have about 50000 users (Mostly non-priviledged users) and was
RW> wondering if anyone had a quick way of cleaning those up.

Sounds like a job for a LEFT JOIN in sql.  Are there any tables that
reference user IDs other than the tickets table?  If so, then you'll
have to chase after those tables and delete as well.  Otherwise you
can just delete based on the join.



From bzammit at systemsaligned.com  Mon Sep 15 14:29:07 2003
From: bzammit at systemsaligned.com (Brian Zammit)
Date: Mon, 15 Sep 2003 14:29:07 -0400 (EDT)
Subject: [rt-users] RT RH9 fastcgi alias problem
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB25B740@icptex02.corp.icpt.net>
References: <A8ED8823644C614280ACAC1A4D3E93FB25B740@icptex02.corp.icpt.net>
Message-ID: <1530.24.43.207.245.1063650547.squirrel@mail.systemsaligned.com>

This is coming up in the apache error logs:

[Mon Sep 15 13:33:09 2003] [error] [client 192.168.0.100] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr: Your component path
(/opt/rt3/share/html/User/Prefs.html) matches a real file on disk
(/opt/rt3/share/html/User/Prefs.html).  Have you read about the component
root in the Administrator's Manual (HTML::Mason::Admin)? at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Resolver/File.pm line 93.

Any ideas?

Oh, I had to change the permissions on the /opt/rt3/var/log directory so
logs from rt could be written there (permissions were 755 root.root,
changed to root.root).

Brian


RT said:

> Check your /var/log/messages, /var/log/httpd/error_logs and access_log
> and see if you get any errors and such. Turn on rt logging in your
> RT_CONFIG, RT_SiteConfig file and try your web pages again.
>
> Michael
>
> -----Original Message-----
> From: Brian Zammit [mailto:bzammit at systemsaligned.com]
> Posted At: Sunday, September 14, 2003 3:08 PM
> Posted To: RT
> Conversation: [rt-users] RT RH9 fastcgi alias problem
> Subject: [rt-users] RT RH9 fastcgi alias problem
>
> Using fastcgi, I can get a login screen, login, but there are no
> graphics, and I can't use any of the menu options. I think it is
> something to do with directory aliases, but I can't figure it out.
>
> Can anyone help?
>
> Brian
>
>
>
> Using RedHat 9, fastcgi, mysql.
>
> ---
> Virtual hosts section of /etc/httpd/conf/httpd.conf:
> <VirtualHost *:80>
>         ServerName support.systemsaligned.com:80
>
>         DocumentRoot /opt/rt3/share/html/
>         AddDefaultCharset UTF-8
>
>         Alias /error /var/www/error
>         Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images
>
>         <IfModule mod_fastcgi.c>
>                 AddHandler fastcgi-script fcgi
>                 FastCgiIpcDir /tmp/rt-fcgi
>                 FastCgiServer /opt/rt3/bin/mason_handler.fcgi
> -idle-timeout 3600
>                 ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>         </IfModule>
> </VirtualHost>
>
> ---
>
> Clicking "preferences" in the admin web page gives a url of
> "http://support.systemsaligned.com/opt/rt3/share/html/User/Prefs.html",
> and an error of:
>
> System error
> error:  	could not find component for initial path
> '/opt/rt3/share/html/User/Prefs.html/index.html'
> context:
> ...
> 160:  	die "Cannot make alias without caller"
> 161:  	unless defined $Exception::Class::Caller;
> 162:
> 163:  	no strict 'refs';
> 164:  	*{"$Exception::Class::Caller\::$alias"} = sub {
> $subclass->throw(@_) };
> 165:  	}
> 166:
> 167:  	eval $code;
> 168:
> ...
> code stack:  	/usr/lib/perl5/site_perl/5.8.0/Exception/Class.pm:164
> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:226
> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166
> g /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265
> g /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343
> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213
> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:207
> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:89
> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:72
> g /opt/rt3/bin/mason_handler.fcgi:53
> g
> raw error
>
> ---
>
> Clicking on "raw error" gives:
>
> could not find component for initial path
> '/opt/rt3/share/html/User/Prefs.html/index.html'
>
>
> Trace begun at /usr/lib/perl5/site_perl/5.8.0/Exception/Class.pm line
> 164
> Exception::Class::__ANON__('could not find component for initial path
> \'/opt/rt3/share/html/User/Prefs.html/index.html\'^J') called at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 226
> eval {...}('could not find component for initial path
> \'/opt/rt3/share/html/User/Prefs.html/index.html\'^J') called at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 186
> HTML::Mason::Request::_initialize('HTML::Mason::Request::CGI=HASH(0x8cc8
> 81c)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm
> line 166
> HTML::Mason::Request::new('HTML::Mason::Request::CGI', 'error_mode',
> 'output', 'error_format', 'html', 'cgi_request',
> 'HTML::Mason::FakeApache=HASH(0x88e0010)', 'out_method',
> 'SCALAR(0x8e58260)', 'interp', 'HTML::Mason::Interp=HASH(0x8f46f20)',
> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
> 'ARRAY(0x92a502c)') called at
> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 265
> Class::Container::call_method('HTML::Mason::Interp=HASH(0x8f46f20)',
> 'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0x8f46f20)',
> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
> 'ARRAY(0x92a502c)') called at
> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 343
> Class::Container::create_delayed_object('HTML::Mason::Interp=HASH(0x8f46
> f20)', 'request', 'interp', 'HTML::Mason::Interp=HASH(0x8f46f20)',
> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
> 'ARRAY(0x92a502c)') called at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 213
> HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0x8f46f20)',
> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
> 'ARRAY(0x92a502c)') called at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 207
> HTML::Mason::Interp::exec(undef, undef) called at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 89
> eval {...}(undef, undef) called at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 89
> HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x8905f7
> 8)', 'HASH(0x9241a50)') called at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 72
> HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH
> (0x8905f78)', 'CGI::Fast=HASH(0x8cbea78)') called at
> /opt/rt3/bin/mason_handler.fcgi line 53
> eval {...}('HTML::Mason::CGIHandler=HASH(0x8905f78)',
> 'CGI::Fast=HASH(0x8cbea78)') called at /opt/rt3/bin/mason_handler.fcgi
> line 53
> ---
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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
>


-- 
Brian Zammit
Vice-President
Systems Aligned Inc.
Tel: 519-835-2543
E-mail: bzammit at systemaligned.com
Web: www.systemsaligned.com


From rirving at onecall.net  Mon Sep 15 15:51:46 2003
From: rirving at onecall.net (Richard Irving)
Date: Mon, 15 Sep 2003 14:51:46 -0500
Subject: [rt-users] rt-users
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB259582@icptex02.corp.icpt.net>
References: <A8ED8823644C614280ACAC1A4D3E93FB259582@icptex02.corp.icpt.net>
Message-ID: <3F661852.3030807@onecall.net>

   Someone online here said they had RedHat 9,
Apache, and RT all working as a platform...

   Any chance we could talk you out of
versions of all the above....

  Using RH 9, 3.0.5 RT, and 4.0.14 MySql,
Perl 5.8.0, and CPAN DBI's (1.67 ?)....

is about as friendly as pulling ones
own teeth.....


  Thanks!




From Eric.Doutreleau at int-evry.fr  Mon Sep 15 16:53:04 2003
From: Eric.Doutreleau at int-evry.fr (Eric Doutreleau)
Date: Mon, 15 Sep 2003 22:53:04 +0200
Subject: [rt-users] Re: problem with users and WebExternalAuth
In-Reply-To: <w52ad96j7ts.fsf@lame.message.id>
References: <1063639405.2632.9.camel@rezo.int-evry.fr>
	 <w52ad96j7ts.fsf@lame.message.id>
Message-ID: <1063659184.2733.4.camel@rezo.int-evry.fr>

Hi thanks for the tips

I can make it work if i edit the original source Web.pm

but i m not able to make it work through the overlay feature.
what path should i use for the file?

Le lun 15/09/2003 ? 19:10, seph a ?crit :
> > As they already exist in my ldap database i would like to use it
> > I have set the following value in my config file and it works  quite
> > nice.                                                                               
> > Set($WebExternalAuth,1);                                                                            Set($WebExternalAuto , 1);
> >
> > Nevertheless i have two little problems.
> > All my user are privileged. How can i make rt create these users as
> > non privileged?
> > I would like to get some information from my ldap server to the rt
> > database like the real name of user and the email adress.
> >
> > It would be nice if it was been at the creation of the account.
> 
> The WebExternalAuto function includes this feature. It's easy to
> use. (though should probably be mentioned in the config file, oops)
> The attributes new AutoCreated users are created with are defined by
> Interface/Web.pm's WebExternalAutoInfo. You should be able to override
> that function using the overlay system.
> 
> create a local/lib/Interface/Web_local.pm with your version of the
> function. You might want to crib off the old one to see how it likes
> it's hash. 
> 
> at least I think Interface/Web supports the overlay system.
> 
> seph
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


From joseph85750 at yahoo.com  Mon Sep 15 17:21:09 2003
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Mon, 15 Sep 2003 14:21:09 -0700 (PDT)
Subject: [rt-users] Database diagram
In-Reply-To: <00bc01c36189$3e6a3ef0$0f00000a@bernoulli>
Message-ID: <20030915212109.62241.qmail@web13102.mail.yahoo.com>

A couple months ago I was asking about an Entity
Relation Diagram (ERD) for RT2.  There didn't appear
to be one that anyone would fess up to, but this
appears to be what I need:

http://www.bestpractical.com/~j/rt_datmodel.jpg

So, if anyone else is interested in extracting useful
statistics from RT, the above is very helpful.


=====
"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!?
Yahoo! SiteBuilder - Free, easy-to-use web site design software
http://sitebuilder.yahoo.com


From PBarton at iesi.com  Mon Sep 15 17:29:17 2003
From: PBarton at iesi.com (Peter Barton)
Date: Mon, 15 Sep 2003 16:29:17 -0500
Subject: [rt-users] Double Messages
Message-ID: <911469A55354A443935627EFCBDA25141BF4E6@corporatepdc.corporate.iesi.prv>

Hello all, I have looked through all my archived emails for the list and
could not find an answer to this.

Every time we open a ticket, at a minimum 2 emails go out to every user that
is a member of the group.  I have gone through the configuration setup many
times and still can not find out why.  Could someone please shed some light
on this for me?

Thank you,

Peter Barton
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From jjasen at datafoundation.com  Mon Sep 15 17:36:01 2003
From: jjasen at datafoundation.com (John Jasen)
Date: Mon, 15 Sep 2003 17:36:01 -0400 (EDT)
Subject: [rt-users] Double Messages
In-Reply-To: <911469A55354A443935627EFCBDA25141BF4E6@corporatepdc.corporate.iesi.prv>
Message-ID: <Pine.LNX.4.44.0309151732561.15397-100000@duellist.datafoundation.com>

On Mon, 15 Sep 2003, Peter Barton wrote:

> Hello all, I have looked through all my archived emails for the list and
> could not find an answer to this.
> 
> Every time we open a ticket, at a minimum 2 emails go out to every user that
> is a member of the group.  I have gone through the configuration setup many
> times and still can not find out why.  Could someone please shed some light
> on this for me?

Undeer Configuration:Queues:Scrips: 

On Create and On Status Change, if I recall correctly.

I had the same problem. Whacking one of them (on status change in this 
case) took care of it.





From mark at summersault.com  Mon Sep 15 18:15:05 2003
From: mark at summersault.com (Mark Stosberg)
Date: Mon, 15 Sep 2003 22:15:05 +0000 (UTC)
Subject: [rt-users] Re: spam filtering
References: <3F65C51E.6040900@cwlab.com>
Message-ID: <slrnbmcef9.khd.mark@tanagra.summersault.com>

In article <3F65C51E.6040900 at cwlab.com>, tony zoeteman wrote:
> anyone have info on a spam filtering setup for rt?  the faq mentions 
> that using spamassisin is a good idea but stops too short of being useful.

I would imagine the setup would much like it is for setting up a spam
filter to guard a regular address. In this case, you might do something
different with the "SPAM" mail, such as forward it a human for review,
or just set the threshold very high. For messages that score very highly
as spam, you could delete them directly.

In general, I would procede with installing a spam prevention tool as if
you were using with it with a regular e-mail account. I use SpamAssassin
for my personal mail and am extremely happy with it. Before that I used
TMDA which I found more cumbersome while still letting some spam
through, when spammers respond to the confirmation message.

	Mark

-- 
 . . . . . . . . . . . . . . . . . . . . . . . . . . . 
   Mark Stosberg            Principal Developer  
   mark at summersault.com     Summersault, LLC     
   765-939-9301 ext 202     database driven websites
 . . . . . http://www.summersault.com/ . . . . . . . .



From dan.anderson at kincaidtech.com  Mon Sep 15 18:32:48 2003
From: dan.anderson at kincaidtech.com (Dan Anderson)
Date: Mon, 15 Sep 2003 16:32:48 -0600
Subject: [rt-users] postgres to mysql tool for RT2?
Message-ID: <48D5DF5BCD9ED51182D4009027B6F8F136A3AD@cypress.kincaidtech.com>

Does such an animal exist?  I know there is one for RT3, but that won't work
for me.  Thanks!

Dan Anderson


From jesse at bestpractical.com  Mon Sep 15 18:31:36 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 15 Sep 2003 18:31:36 -0400
Subject: [rt-users] How bestpractical.com filters spam in front of RT
In-Reply-To: <slrnbmcef9.khd.mark@tanagra.summersault.com>
References: <3F65C51E.6040900@cwlab.com> <slrnbmcef9.khd.mark@tanagra.summersault.com>
Message-ID: <20030915223136.GP30655@fsck.com>

I use the following tool to do my spam filtering in front of RT.
It uses Mail::Audit and Mail::Spamassassin.  It can, in fact, be run in
front of any program that receives mail through a pipe in your
/etc/aliases file. You'll need to make sure it can write to its temp
directories and your spamassassin setup is as you like it.

Rob Spier wrote this tool for perl.org and I adapted it for RT3.
I'm eternally grateful. It's made my life suck much less.

in /etc/aliases, I've got this:
rt-3.0-bugs: "|/opt/bestpractical.com-rt3/bin/mailaudit /opt/fsck.com-rt3/bin/rt-m
ailgate --queue 'rt3' --action 'correspond' --url http://rt3.fsck.com/"

mailaudit is this:


#!/usr/bin/perl 

# $Id: bugsfilter,v 1.31 2002/07/31 04:06:22 rt Exp rt $


use strict;

# -- CONFIGURATION --
my $HOME = "/opt/rt3/mail/";
$ENV{'HOME'} = $HOME;
my $maildir = "$HOME/Mail/";


use Mail::Audit qw(KillDups);
use Mail::SpamAssassin;
$Mail::Audit::KillDups::dupfile = "$HOME/.msgid-cache";

my @defaults = qw(your-rt-owner);
		
# -- CODE --

my $mail = Mail::Audit->new( loglevel => 4,
			     log => "$HOME/triggerfilt.log",
			     noexit => 1,
			     nomime => 1) ;
exit if $mail->killdups;

my $spamtest = Mail::SpamAssassin->new();
my $status = $spamtest->check($mail);

if ($status->is_spam()) {
    # eval from simon, who calls it a naughty hack, to work around
    # brokenness in M::A and Mime
    eval { $status->rewrite_mail(); };
    $mail->accept("$maildir/spam");
    # default() unless ($status->get_hits() > 15);
    exit();
} 
    rt( $mail);
exit;

#-----------------------------------------------------------------

sub default {
    $mail->resend($_) for @defaults;
    exit;
}

sub rt {
    my ($mail) = @_;
    my $cmd = join(" ", @ARGV);
    do {
	$mail->reject("Unable to determine recipient");
	$mail->accept("$maildir/badrt");
    } unless $cmd;


    $mail->pipe( "$cmd");
    if ($? >> 8 == 0 ) { 
	$mail->accept("$HOME/Mail/rt");
    } elsif ($? >> 8 == 75)  {
	exit (75); # TEMPFAIL  
    }
    else {
	$mail->accept("$maildir/rt-failed");
    }
}
    








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


From pdh at snapgear.com  Mon Sep 15 18:34:32 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 16 Sep 2003 08:34:32 +1000
Subject: [rt-users] spam filtering
In-Reply-To: <3F65C51E.6040900@cwlab.com>
References: <3F65C51E.6040900@cwlab.com>
Message-ID: <20030915223431.GA638@moreton.com.au>

tony zoeteman wrote:
> anyone have info on a spam filtering setup for rt?  the faq mentions 
> that using spamassisin is a good idea but stops too short of being useful.

http://www.google.com/search?q=spamassassin+howto+site%3Afsck.com

it's for RT2, but works with RT3 with a minimum of work....
-- 
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 mark at summersault.com  Mon Sep 15 18:35:08 2003
From: mark at summersault.com (Mark Stosberg)
Date: Mon, 15 Sep 2003 22:35:08 +0000 (UTC)
Subject: [rt-users] web form ticket creation with customized fields
Message-ID: <slrnbmcfkr.khd.mark@tanagra.summersault.com>

Hello,

We're working setting on a web form that will submit new tickets into
RT. Part of the project spec includes some additional fields, which I
believe hamper us from simply creating an e-mail based ticket that gets
created.

We are also collecting address and phone number information for the
submitor, as well as some fields which are custom to our queue.
I'm interested to know how others might have solved this, or ideas
you have for this case.

Here's what I'm thinking is a possible solution:

1. First we create a user just for the purpose of submitting these kinds
of tickets.

2. Using the WWW::Mechanize perl module (which works like a web
browser), we login as our user, and create the ticket in RT'ss web-based
interface, setting the requestor field to the e-mail address the user
gave, as well as the custom fields.  

We could first search to see if this user exists. If not, the user could
be created, with the additional fields filled in.  If the user already
exists, I'm not inclined to automatically update their record.

3. Once the ticket is created, (still using WWW::Mechanize), we notice  
the ticket number and proceed to update it, populating any fields that
weren't available in the ticket creation process. (I'm not sure what
these would be.)

Thanks for any suggestions

	Mark

-- 
 . . . . . . . . . . . . . . . . . . . . . . . . . . . 
   Mark Stosberg            Principal Developer  
   mark at summersault.com     Summersault, LLC     
   765-939-9301 ext 202     database driven websites
 . . . . . http://www.summersault.com/ . . . . . . . .



From carl at xena.IPAustralia.gov.au  Mon Sep 15 20:03:38 2003
From: carl at xena.IPAustralia.gov.au (Carl Makin)
Date: Tue, 16 Sep 2003 10:03:38 +1000
Subject: [rt-users] Perl install tips on FreeBSD 4.8?
In-Reply-To: <3F65D209.2010708@uclink.berkeley.edu>
References: <20030605182502.27879.75898.Mailman@pallas.eruditorum.org>
	 <3F61E4E1.6000505@uclink.berkeley.edu>
	 <1063600285.30567.125.camel@newton.aipo.gov.au>
	 <3F65D209.2010708@uclink.berkeley.edu>
Message-ID: <1063670618.30567.151.camel@newton.aipo.gov.au>

Hi Mike,

On Tue, 2003-09-16 at 00:51, Mike Patterson wrote:

> I'll probably make things a bit more difficult for myself by installing 
> Apache 2.x with Fastcgi instead of 1.x with mod_perl, so that I can do 
> some LDAP auth later down the line.

I'm doing LDAP Auth using the module someone posted to the list a while
ago rather than mod_auth_ldap or similar.  It works well.  It has
nothing to do with Apache 1.3 or 2.0. :)


Carl.



From ESantelices at ibill.com  Mon Sep 15 20:54:25 2003
From: ESantelices at ibill.com (ESantelices at ibill.com)
Date: Mon, 15 Sep 2003 20:54:25 -0400
Subject: [rt-users] web form ticket creation with customized fields
Message-ID: <7DC404391E19FF4B97028E7790C9C54A09A37C7F@mail01.ibill.com>

Could you provide your script to get a better idea.

-----Original Message-----
From: Mark Stosberg [mailto:mark at summersault.com] 
Sent: Monday, September 15, 2003 6:35 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] web form ticket creation with customized fields


Hello,

We're working setting on a web form that will submit new tickets into RT.
Part of the project spec includes some additional fields, which I believe
hamper us from simply creating an e-mail based ticket that gets created.

We are also collecting address and phone number information for the
submitor, as well as some fields which are custom to our queue. I'm
interested to know how others might have solved this, or ideas you have for
this case.

Here's what I'm thinking is a possible solution:

1. First we create a user just for the purpose of submitting these kinds of
tickets.

2. Using the WWW::Mechanize perl module (which works like a web browser), we
login as our user, and create the ticket in RT'ss web-based interface,
setting the requestor field to the e-mail address the user gave, as well as
the custom fields.  

We could first search to see if this user exists. If not, the user could be
created, with the additional fields filled in.  If the user already exists,
I'm not inclined to automatically update their record.

3. Once the ticket is created, (still using WWW::Mechanize), we notice  
the ticket number and proceed to update it, populating any fields that
weren't available in the ticket creation process. (I'm not sure what these
would be.)

Thanks for any suggestions

	Mark

-- 
 . . . . . . . . . . . . . . . . . . . . . . . . . . . 
   Mark Stosberg            Principal Developer  
   mark at summersault.com     Summersault, LLC     
   765-939-9301 ext 202     database driven websites
 . . . . . http://www.summersault.com/ . . . . . . . .

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

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


**********************************************************************
This email and any files transmitted with it are confidential and
intended solely for the use of the individual or entity to whom they
are addressed. If you have received this email in error please notify
the system manager.
**********************************************************************



From bzammit at systemsaligned.com  Mon Sep 15 21:57:42 2003
From: bzammit at systemsaligned.com (Brian Zammit)
Date: Mon, 15 Sep 2003 21:57:42 -0400
Subject: [rt-users] First install-no web login screen
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB25B73F@icptex02.corp.icpt.net>
Message-ID: <00df01c37bf5$ea90ada0$8704a8c0@testing>

I did restart apache, but still no go. I ended up replacing mod_cgi with
fast cgi, and I at least get the login screen now. No graphics, I can't
do anything past logging in as the root user, and the following messages
in the logs (Is there a recommended, proven, way of installing RT on
RH9???):

This is coming up in the apache error logs:

[Mon Sep 15 13:33:09 2003] [error] [client 192.168.0.100] FastCGI:
server "/opt/rt3/bin/mason_handler.fcgi" stderr: Your component path
(/opt/rt3/share/html/User/Prefs.html) matches a real file on disk
(/opt/rt3/share/html/User/Prefs.html).  Have you read about the
component root in the Administrator's Manual (HTML::Mason::Admin)? at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Resolver/File.pm line 93.



> Virtual hosts section of /etc/httpd/conf/httpd.conf: <VirtualHost 
> *:80>
>         ServerName support.systemsaligned.com:80
>
>         DocumentRoot /opt/rt3/share/html/
>         AddDefaultCharset UTF-8
>
>         Alias /error /var/www/error
>         Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images
>
>         <IfModule mod_fastcgi.c>
>                 AddHandler fastcgi-script fcgi
>                 FastCgiIpcDir /tmp/rt-fcgi
>                 FastCgiServer /opt/rt3/bin/mason_handler.fcgi 
> -idle-timeout 3600
>                 ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>         </IfModule>
> </VirtualHost>

>-----Original Message-----
>From: rt-users-admin at lists.fsck.com 
>[mailto:rt-users-admin at lists.fsck.com] On Behalf Of RT
>Sent: September 15, 2003 8:41 AM
>To: bzammit at systemsaligned.com
>Cc: rt-users at lists.fsck.com
>Subject: RE: [rt-users] First install-no web login screen
>
>
>Paste your virtual server settings from httpd.conf... and did 
>you restart apache by chance? Gotta ask
>
>Michael
>
>-----Original Message-----
>From: Brian Zammit [mailto:bzammit at systemsaligned.com] 
>Posted At: Sunday, September 14, 2003 7:04 AM
>Posted To: RT
>Conversation: [rt-users] First install-no web login screen
>Subject: [rt-users] First install-no web login screen
>
>Hello,
>
>I get this message in the browser when trying to hit the 
>machine name with rt running:
>
>----
>Bad request!
>
>    Your browser (or proxy) sent a request that this server 
>could not understand. 
>
>    If you think this is a server error, please contact the webmaster 
>
>Error 400
>----
>
>System is RedHat 9.0, installed all Perl modules available on 
>RHN, then ran perl sbin/rt-test-dependencies --with-mysql 
>--with-modperl2.



> Clicking "preferences" in the admin web page gives a url of 
> "http://support.systemsaligned.com/opt/rt3/share/html/User/Prefs.html"
> ,
> and an error of:
>
> System error
> error:  	could not find component for initial path
> '/opt/rt3/share/html/User/Prefs.html/index.html'
> context:
> ...
> 160:  	die "Cannot make alias without caller"
> 161:  	unless defined $Exception::Class::Caller;
> 162:
> 163:  	no strict 'refs';
> 164:  	*{"$Exception::Class::Caller\::$alias"} = sub {
> $subclass->throw(@_) };
> 165:  	}
> 166:
> 167:  	eval $code;
> 168:
> ...
> code stack:  	/usr/lib/perl5/site_perl/5.8.0/Exception/Class.pm:164
> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:226
> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166
> g /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265
> g /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343
> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213
> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:207
> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:89
> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:72
> g /opt/rt3/bin/mason_handler.fcgi:53
> g
> raw error
>
> ---
>
> Clicking on "raw error" gives:
>
> could not find component for initial path 
> '/opt/rt3/share/html/User/Prefs.html/index.html'
>
>
> Trace begun at /usr/lib/perl5/site_perl/5.8.0/Exception/Class.pm line 
> 164 Exception::Class::__ANON__('could not find component for initial 
> path
> \'/opt/rt3/share/html/User/Prefs.html/index.html\'^J') called at 
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 226 eval 
> {...}('could not find component for initial path
> \'/opt/rt3/share/html/User/Prefs.html/index.html\'^J') called at 
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 186 
> HTML::Mason::Request::_initialize('HTML::Mason::Request::CGI=HASH(0x8c
> c8
> 81c)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm
> line 166
> HTML::Mason::Request::new('HTML::Mason::Request::CGI', 'error_mode',
> 'output', 'error_format', 'html', 'cgi_request',
> 'HTML::Mason::FakeApache=HASH(0x88e0010)', 'out_method',
> 'SCALAR(0x8e58260)', 'interp', 'HTML::Mason::Interp=HASH(0x8f46f20)',
> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
> 'ARRAY(0x92a502c)') called at
> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 265
> Class::Container::call_method('HTML::Mason::Interp=HASH(0x8f46f20)',
> 'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0x8f46f20)',
> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
> 'ARRAY(0x92a502c)') called at
> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 343
>
Class::Container::create_delayed_object('HTML::Mason::Interp=HASH(0x8f46
> f20)', 'request', 'interp', 'HTML::Mason::Interp=HASH(0x8f46f20)',
> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
> 'ARRAY(0x92a502c)') called at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 213
>
HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0x8f46f20)',
> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
> 'ARRAY(0x92a502c)') called at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 207
> HTML::Mason::Interp::exec(undef, undef) called at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 89
> eval {...}(undef, undef) called at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 89
>
HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x8905f7
> 8)', 'HASH(0x9241a50)') called at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 72
>
HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH
> (0x8905f78)', 'CGI::Fast=HASH(0x8cbea78)') called at
> /opt/rt3/bin/mason_handler.fcgi line 53
> eval {...}('HTML::Mason::CGIHandler=HASH(0x8905f78)',
> 'CGI::Fast=HASH(0x8cbea78)') called at /opt/rt3/bin/mason_handler.fcgi
> line 53
> ---



From jesse at bestpractical.com  Mon Sep 15 22:49:47 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 15 Sep 2003 22:49:47 -0400
Subject: [rt-users] [rt-announce] RESEND RT 3.0.5 now available
Message-ID: <20030908183636.GO24630@fsck.com>

[This message didn't actually make it out to rt-users and rt-devel and
is being resent]

RT 3.0.5 is now available. This release represents almost two months of
work improving cleaning up the core of RT 3.0.  In addition to new and
updated translations, more robust mail handling, new configurable
preferences and enhancements to the internationalization, this release
boasts the first release of RT's new CLI. The CLI is still "beta
quality" but is now included in the distribution. Unlike RT2's CLI, this
tool works remotely using the same web/based application server as the
rest of RT, which means that you can now use RT's cli from anywhere you
can use the web UI!

	Download RT 3.0.5 now from:

	http:/bestpractical.com/pub/rt/release/rt-3-0-5.tar.gz
	MD5: 62c4840de335cdf2f7ffff093569e3ce  rt-3-0-5.tar.gz


New features in RT 3.0.5 enable the use of RTFM, our knowledge-base
tool, which is freely available at:

	http://bestpractical.com/rtfm/

In addition to the standard search and edit functionality, RTFM lets
you extract ticket replies into new knowledge-base articles and use
knowledge-base articles to reply to tickets.

Both RT and RTFM will be discusses at our upcoming developer training
sessions in Boston on September 26 and in San Francisco on November 7.
We've still got a couple open slots in Boston and plenty of room in SF. 
If you're interested, you can find out more at:

	http://bestpractical.com/services/training.html


	Best,
	Jesse



Full changelog: 

Project "rt.3", Branch 0
Page 1
Change Log						Mon Sep	 8
14:18:44 2003

rt.3.D000, C0, jesse, Thu Mar 13 20:43:23 2003, RT: Request Tracker,
branch 3.0.
    RT: Request Tracker, branch 3.0.

    Change Delta  Brief Description
     195    153	  #3042: Make max inline body size configurable
     196    154	  #3029 - better warning message on improper perms on mail in
     202    155	  Initial commit of new commandline client support code
     203    156	  More updates to the commandline client
     205    157	  Removing ancient cli code that was accidentally added to the
		  repository
     206    158	  Extended ACL edit routines to make it easier to use generic
		  routines in 3rd party apps
      24    159	  Certain ACL checks could fail on postgres due to a marshalling
		  bug
     209    160	  #1751: update second page in Bulk update
     208    161	  #1651: URIs not escaped in ticket display
     210    162	  A couple of fixes to better deal with creation of 'blank'
		  ticket requestors
     207    163	  regression tests: use $RT::WebPath and RT_LIB_PATH
     211    164	  Requestor searches had an extra join that they didn't need
     212    165	  License tagger was tagging Makefile, not Makefile.in.
		  Reconfigured.
     213    166	  Bumping to 3.0.5pre1
     215    167	  Merging internationalization fixes from ourinternet
     216    168	  #2692: make $Domain an argument for SelectGroups
     219    169	  #2855: User_Overlay and Template_Overlay fixes
     220    170	  #2989: regexp changes for Subject and loop-detection
     221    171	  3158: user can delete only with DeleteTicket right
     222    172	  fixes for the importer
     223    173	  Adding the RT coding style guide to the distribution
     225    174	  One I18N 'fix' from ourinternet tainted attachment data,
		  breaking tests
     226    175	  Code to catch execution problems within RT's web app server
		  was made more robust
      34    176	  Failed user creation didn't always properly roll-back the
		  database
     227    177	  [fsck.com #2378] personal permissions for installation
     228    178	  #3199: normalize custom fields searching syntax - Global CF's
		  previously didn't allow the { }
     229    179	  #3201: Perform more clever joining to enhance custom field
		  search results
      40    180	  #3200 - AND MultipleSelect CFs together -  OR all other CFs
		  together.
      42    181	  Bumping version to 3.0.5-pre2
      41    182	  #3022: Update to German translation
      43    183	  #3068: Better setting of Due dates via the web ui
      44    184	  #3131: Preliminary support for Oracle from Brook Schonfield
      45    185	  #3152: Updated russian .po file
      46    186	  #2792: When finding out if someone is a queue watcher, check
		  groups recursively
      47    187	  Bumping to 3.0.5pre3
      49    188	  Dependencies updated; performance and memory usage fixes for
		  ticket creation memory usage
     231    189	  #3237: Queue-specific templates with the same name as global
		  templates will now override the globals for queue-related
		  scrips
      54    190	  #3279: Make fsck.com-rt: URIs case insensitive
     230    191	  #3230: Parser patch to make watchers searches more efficient
     218    192	  #2955: wrapping in messagebox
     232    193	  Old relationship update transactions weren't properly
		  displayed
     237    194	  #2672: custom field values ordering
     235    195	  #2653: Email.pm patch
     238    196	  #3114: allow longer subject lines for postgres
     233    197	  #3242: cannonicalize addresses in comments
     236    198	  #3278: occasional internal server error in RT.pm
     239    199	  #3309: switch lines in User/Prefs.html
     250    200	  #3329: Email.pm patch
     252    201	  #2687: add ticket subject to resolved template
     255    202	  #2268: align fields in User/Prefs.html
     256    203	  #2160: clarify that box deletes scrips
     259    204	  #2773: don't allow searching for deleted tickets
     257    205	  #2700: configurable home page ticket list length
     258    206	  #2409: colons after labels in Create.html
     261    207	  #3240: DeleteWatcher, not DelWatcher
     262    208	  #3143: Italian translation
     251    209	  #2617: custom field ordering
     260    210	  #2558: allow access to CFs with no name
     263    211	  #3281: form actions must not be paths
     266    212	  #2693: show proper id in menu after creation
     265    213	  #3118: change default unset mail address
     267    214	  #3324: Apache::DBI must be 0.92 or newer
     253    215	  Fixing improperly applied custom field editing patches
     268    216	  Bumping version to 3.0.5pre4
     269    217	  #3341: edit comments in SiteConfig
     271    218	  #3012: vertical alignment in Ticket/Elements/ShowPeople
     270    219	  #3349: umlauts aren't correct in subject
     272    220	  #3236: allow attachments without other txn contents
     273    221	  #3105: CreateTickets doesn't set ticket type
     275    222	  #3384: recursive merge patches
     276    223	  #3354: an additional fix for avoiding the morning bug
     277    224	  #3114: increase subject length in non-Postgres dbs
     278    225	  Fixes to attempt to stop mysql 'morning bugs' with mysql
     280    226	  Post 3.0.5pre3 - sometimes silently losing mail. fixed a
		  possible bug, improved testing
     281    227	  More explicit warning about a lack of perl 5.8
     282    228	  fixing the new testdeps thing
     279    229	  #2651: localize die/warn handlers
      64    230	  Bumping to 3.0.5pre5
     283    231	  #3399: Message parsing fails for some types of report
     285    232	  Better handling of apparently bogus email; rationalize mail
		  gateway error codes
     286    233	  Bumping to 3.0.5pre6
     287    234	  Bumping to 3.0.5RC1
     288    235	  Patches to the cli from ams
     289    236	  Custom field values couldn't be set to '0'; README updated for
		  apache2
     290    237	  RT 3.0.5


-- 
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 contact at realcarbonneau.com  Tue Sep 16 00:24:26 2003
From: contact at realcarbonneau.com (Real Carbonneau)
Date: Tue, 16 Sep 2003 00:24:26 -0400
Subject: [rt-users] Standard RT Reporting and Statistics
Message-ID: <027e01c37c0a$6d0a61e0$6401a8c0@main>

Hi All,

In the documentation there is mention of Simon Cozen Statistics Package, as
well as in several posts.  So far I have heard of these Report/Statistics
packages:

Simon Cozen Statistics Package
http://www.tzi.de/~hollow/stats.tar.gz

py Request Tracker Report
http://sourceforge.net/projects/pgrtreport/

Statistics 3
http://www.tzi.de/~hollow/Statistics3.tgz

Are there others that I have missed?
Is there one that is the standard / recommended / most used package?
Why is there no reporting or statistics in the standard distribution of RT
(Other than a search)?  Will some Reports/Statistics be added to the
package?

Thanks in advance,
Real





From iqbala at qwestip.net  Tue Sep 16 01:23:52 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Tue, 16 Sep 2003 01:23:52 -0400 (EDT)
Subject: [rt-users] Database diagram
In-Reply-To: <20030915212109.62241.qmail@web13102.mail.yahoo.com>
Message-ID: <Pine.GSO.4.30L2.0309160123290.16038-100000@qmail>

Do you have one for RT3 ?

On Mon, 15 Sep 2003, Joseph Spenner wrote:

> A couple months ago I was asking about an Entity
> Relation Diagram (ERD) for RT2.  There didn't appear
> to be one that anyone would fess up to, but this
> appears to be what I need:
>
> http://www.bestpractical.com/~j/rt_datmodel.jpg
>
> So, if anyone else is interested in extracting useful
> statistics from RT, the above is very helpful.
>
>
> =====
> "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!?
> Yahoo! SiteBuilder - Free, easy-to-use web site design software
> http://sitebuilder.yahoo.com
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From iqbala at qwestip.net  Tue Sep 16 01:27:26 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Tue, 16 Sep 2003 01:27:26 -0400 (EDT)
Subject: [rt-users] Slow - Tool to Archive ?
In-Reply-To: <Pine.GSO.4.30L2.0309151345530.8832-100000@qmail>
Message-ID: <Pine.GSO.4.30L2.0309160125060.16038-100000@qmail>

I am not sure if anyone else noticed this as well

Everytime my RT3 gets slower I run the make upgrade from the source and it
speeds it up. Wish there is a better solution out there

Thanks


On Mon, 15 Sep 2003, Asif Iqbal wrote:

> Looks like my rt3-0-5 got slower again. Do I need to defrag my database to
> improve the performance ?
>
> Here the the values for my conf file
>
> key_buffer = 1G
> table_cache = 512
> sort_buffer_size = 4M
> read_buffer_size = 2M
> max_allowed_packet = 512M
> query_cache_size = 256M
> query_cache_type = 1
> thread_concurrency = 8
> innodb_data_home_dir = /usr/local/mysql/data/
> innodb_data_file_path = ibdata1:1882M;ibdata2:10M:autoextend
> innodb_log_group_home_dir = /usr/local/mysql/data/
> innodb_log_arch_dir = /usr/local/mysql/data/
> innodb_buffer_pool_size = 384M
> innodb_additional_mem_pool_size = 20M
> innodb_log_file_size = 100M
> innodb_log_buffer_size = 8M
> innodb_flush_log_at_trx_commit = 1
> innodb_lock_wait_timeout = 50
>
>
> On Fri, 12 Sep 2003, Asif Iqbal wrote:
>
> > Hi All
> >
> > Is there a tool that I can use to archive tickets older than for example few
> > months or certain date  ? That might speed up RT3-0-5
> >
> > I am using rt-3-0-5 with mysql 4.0.13/perl5.8/apache.1.3.27/modperl1 on a
> > solaris sparc 420R with 4x440Mhz and 4 gig RAM. I am using my-huge.cnf
> >
> > Upgrade to rt-3-0-5 did improve the speed a lot but still it takes about 27.9
> > secs and the httpd goes upto 16% CPU during the time of the following query
> >
> > time curl http://webrt.arl.qwestip.net/SelfService/Display.html -d user=Asif -d
> > pass=xxxx -d id=166320
> >
> > Thanks
> >
> >
>
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From iqbala at qwestip.net  Tue Sep 16 01:31:12 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Tue, 16 Sep 2003 01:31:12 -0400 (EDT)
Subject: [rt-users] Upgrading from 3.0.4 to 3.0.5
In-Reply-To: <3F65D3C8.3010805@acronis.ru>
Message-ID: <Pine.GSO.4.30L2.0309160129310.16038-100000@qmail>

On Mon, 15 Sep 2003, Ruslan U. Zakirov wrote:

> --- rt-3-0-4/etc/schema.mysql   2003-07-12 12:24:37.000000000 +0400
> +++ rt-3-0-5/etc/schema.mysql   2003-09-08 22:18:38.000000000 +0400
> @@ -125,7 +125,7 @@
>     Field varchar(40) NULL  ,
>     OldValue varchar(255) NULL  ,
>     NewValue varchar(255) NULL  ,
> -  Data varchar(100) NULL  ,
> +  Data varchar(255) NULL  ,
>
>     Creator integer NOT NULL DEFAULT 0  ,
>     Created DATETIME NULL  ,
>
> This is all changes in schema.
> All additionall perfomance improvements you could look here:
> http://rt3.fsck.com//Ticket/Display.html?id=3390 and dependencies...

I followed all this and still my rt-3-0-5 did not spped up. And then I re-run
the make upgrade from the source and it speeded it up. I have been running it
every ~2 days or so when it I see my RT3 is getting slower

> acount: guest/guest
>
> Ross Williamson wrote:
>
> >OK well could someone help me out and either send the collected db
> >improvements to the list or email them directly to me, as I don't seem
> >to be able to find a concise list of them anywhere;)
> >
> >
> >Cheers
> >
> >Ross
> >
> >
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From iqbala at qwestip.net  Tue Sep 16 01:46:00 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Tue, 16 Sep 2003 01:46:00 -0400 (EDT)
Subject: [rt-users] Take option in Listing
Message-ID: <Pine.GSO.4.30L2.0309160144100.16038-100000@qmail>

In RT2 there was a Take option. Is there a chance to get that option in a new
release of RT3 ? It helps to cut down a step specially when it is running slow

Thanks

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From hwagener at hamburg.fcb.com  Tue Sep 16 04:47:32 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Tue, 16 Sep 2003 10:47:32 +0200
Subject: [rt-users] Standard RT Reporting and Statistics
In-Reply-To: <027e01c37c0a$6d0a61e0$6401a8c0@main>
References: <027e01c37c0a$6d0a61e0$6401a8c0@main>
Message-ID: <693EB855-E822-11D7-9517-003065DC18B8@hamburg.fcb.com>

On Dienstag, 16. September 2003, at 06:24vorm., Real Carbonneau wrote:

> Hi All,
>
> In the documentation there is mention of Simon Cozen Statistics 
> Package, as
> well as in several posts.  So far I have heard of these 
> Report/Statistics
> packages:
>
> Simon Cozen Statistics Package
> http://www.tzi.de/~hollow/stats.tar.gz
>
> py Request Tracker Report
> http://sourceforge.net/projects/pgrtreport/
>
> Statistics 3
> http://www.tzi.de/~hollow/Statistics3.tgz
>
> Are there others that I have missed?
> Is there one that is the standard / recommended / most used package?

According to the error reports, Statistics3 is in high demands, but I 
don't seem to be able to help people with problems much )-: . I don't 
know about the python package, but the first and last mentioned seem to 
be what people associate if they hear 'RT Statistics'. The main problem 
is that the creation of automatic graphs is an additional source of 
errors and misconfigurations.

A quick look at the python tool seems to indicate that it is well 
suited for creating information that can be processed in other 
programs, whereas the statistics package is best suited for creating 
pretty images on web sites.

> Why is there no reporting or statistics in the standard distribution 
> of RT
> (Other than a search)?
>  Will some Reports/Statistics be added to the
> package?
>
> Thanks in advance,
> Real
>

Statistics 3 is the continuation of Simon Cozen's Statistics package. 
The old version is for RT 2, the new one for RT 3 (hence the '3' in 
'Statistics3').

Regards,
     Harald Wagener



From hwagener at hamburg.fcb.com  Tue Sep 16 04:48:40 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Tue, 16 Sep 2003 10:48:40 +0200
Subject: [rt-users] Database diagram
In-Reply-To: <20030915212109.62241.qmail@web13102.mail.yahoo.com>
References: <20030915212109.62241.qmail@web13102.mail.yahoo.com>
Message-ID: <91BF6C44-E822-11D7-9517-003065DC18B8@hamburg.fcb.com>

On Montag, 15. September 2003, at 23:21nachm., Joseph Spenner wrote:

> A couple months ago I was asking about an Entity
> Relation Diagram (ERD) for RT2.  There didn't appear
> to be one that anyone would fess up to, but this
> appears to be what I need:
>
> http://www.bestpractical.com/~j/rt_datmodel.jpg
>
> So, if anyone else is interested in extracting useful
> statistics from RT, the above is very helpful.
>

What are useful statistics for You? Do You think it's feasible to add 
some of them to the Statistics3 Package?

Regards,
     Harald Wagener

-- 
The Statistics Package for RT 3 is available at
http://www.tzi.de/~hollow/Statistics3.tgz



From perreal at lyon.cemagref.fr  Tue Sep 16 05:16:24 2003
From: perreal at lyon.cemagref.fr (=?ISO-8859-1?Q?Guillaume_Perr=E9al?=)
Date: Tue, 16 Sep 2003 11:16:24 +0200
Subject: [rt-users] Pruning Users
In-Reply-To: <16229.65437.57845.756031@yertle.int.kciLink.com>
References: <03d901c37baa$d1d99420$d3a1f4cc@rob> <16229.65437.57845.756031@yertle.int.kciLink.com>
Message-ID: <3F66D4E8.40906@lyon.cemagref.fr>

Vivek Khera a ?crit :

>>>>>>"RW" == Robert Westendorp <rjwsys at uniserve.com> writes:
>>>>>>            
>>>>>>
>RW> Does anyone have a script that will go through and remove users that don't
>RW> have any affiliation with any tickets (ie removed dead tickets)? We
>RW> currently have about 50000 users (Mostly non-priviledged users) and was
>RW> wondering if anyone had a quick way of cleaning those up.
>
>Sounds like a job for a LEFT JOIN in sql.  Are there any tables that
>reference user IDs other than the tickets table?  If so, then you'll
>have to chase after those tables and delete as well.
>
Many tables have "CreatorId" and "LastUpdatedBy" fields. You can take a 
look in the constraints.mysql file (in RT etc/ directory), searching for 
"REFERENCES Users(id)" and I think it worths take look at Principals too.

-- 
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/

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From hwagener at hamburg.fcb.com  Tue Sep 16 05:36:39 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Tue, 16 Sep 2003 11:36:39 +0200
Subject: [rt-users] RT3 on Redhat 9 - known problems
In-Reply-To: <3F661852.3030807@onecall.net>
References: <A8ED8823644C614280ACAC1A4D3E93FB259582@icptex02.corp.icpt.net> <3F661852.3030807@onecall.net>
Message-ID: <45C655A9-E829-11D7-9517-003065DC18B8@hamburg.fcb.com>

On Montag, 15. September 2003, at 21:51Uhr, Richard Irving wrote:

>   Someone online here said they had RedHat 9,
> Apache, and RT all working as a platform...
>
>   Any chance we could talk you out of
> versions of all the above....
>
>  Using RH 9, 3.0.5 RT, and 4.0.14 MySql,
> Perl 5.8.0, and CPAN DBI's (1.67 ?)....
>
> is about as friendly as pulling ones
> own teeth.....
>

There has been extensive discussion about RT on RH9 on this list. The 
archives should have plenty of information. Konwn gotcha's:

- the mod_perl shipped for apache2 is a beta release, earlier packages 
had a severe bug that
   kept RT from working. One possible solution is to use mod_fastcgi 
with apache2, one other
   to downgrade to apache 1.3.x and mod_perl1

- LANG/LC_ALL set to something with UTF might cause problems while 
compiling perl modules
   from CPAN. One possible solution was to set LANG=C and LC_ALL=C 
before compilation

- perl 5.8.0 has a bug that keeps the Storable Perl Module shipped with 
RH9 from working
   correctly. One possible solution is to upgrade Storable - a version 
including a
   workaround has been released

- MySQL 4.x is recommended for RT, but not shipped by RH. The .rpms 
provided by mysql.com
   seem to make Redhat users happy

- The Statistics package needs GD::Graph and the newest version of that 
needs libgd 2.x, but
   Redhat only ships version 1.8.4. You need to either get an older 
version of GD::Graph or a
   newer version of libgd to get the pretty images

- There might be other problems I forgot in this short list. But it is 
possible to have RT 3
   running on RH9

Regards,
     Harald



From Rasmus.Brogger at uni-c.dk  Tue Sep 16 05:39:03 2003
From: Rasmus.Brogger at uni-c.dk (Rasmus =?iso-8859-1?Q?Br=F8gger?=)
Date: Tue, 16 Sep 2003 11:39:03 +0200
Subject: [rt-users] Re: spam filtering
In-Reply-To: <slrnbmcef9.khd.mark@tanagra.summersault.com>
References: <3F65C51E.6040900@cwlab.com> <slrnbmcef9.khd.mark@tanagra.summersault.com>
Message-ID: <20030916093903.GB23797@balder.sektornet.dk>

On Mon, Sep 15, 2003 at 10:15:05PM +0000, Mark Stosberg wrote:
> In article <3F65C51E.6040900 at cwlab.com>, tony zoeteman wrote:
> > anyone have info on a spam filtering setup for rt?  the faq mentions 
> > that using spamassisin is a good idea but stops too short of being useful.
> 
> I would imagine the setup would much like it is for setting up a spam
> filter to guard a regular address. In this case, you might do something
> different with the "SPAM" mail, such as forward it a human for review,
> or just set the threshold very high. For messages that score very highly
> as spam, you could delete them directly.
> 
> In general, I would procede with installing a spam prevention tool as if
> you were using with it with a regular e-mail account. I use SpamAssassin
> for my personal mail and am extremely happy with it. Before that I used
> TMDA which I found more cumbersome while still letting some spam
> through, when spammers respond to the confirmation message.
> 
> 	Mark
> 
> -- 
>  . . . . . . . . . . . . . . . . . . . . . . . . . . . 
>    Mark Stosberg            Principal Developer  
>    mark at summersault.com     Summersault, LLC     
>    765-939-9301 ext 202     database driven websites
>  . . . . . http://www.summersault.com/ . . . . . . . .
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

4 Aug 2003 19:49

I posted my setup to rule out spam. There's a lot in the archive about
fighting spam.

/rhb


From Samuel.Senoner at eurac.edu  Tue Sep 16 06:41:00 2003
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Tue, 16 Sep 2003 12:41:00 +0200
Subject: [rt-users] View user details
Message-ID: <8ABC35686C73554691F3481C4023BE5E93324C@abz01be.eurac.edu>

I have all user details in my user DB.
But my priviledged users see only a couple of the attributes, username,
mail, real name, gecos and organisation
But I miss for example comments or description, phone number and so on,
as root I can see the data.
Where can I set wich attributes my priviledged users can see, or let
them see all? Or which right is it?
 
Thanks
 
Samuel
 
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From russell at ccie.org.uk  Tue Sep 16 06:53:33 2003
From: russell at ccie.org.uk (Russell Heilling)
Date: Tue, 16 Sep 2003 11:53:33 +0100
Subject: [rt-users] problems with login after upgrade to mysql 4.x and RT 3.0.5
In-Reply-To: <000701c37750$ef005010$0d14140a@ad.serreyn.com>
References: <000701c37750$ef005010$0d14140a@ad.serreyn.com>
Message-ID: <20030916105333.GB6752@bela.homeunix.net>

On Tue, Sep 09, 2003 at 11:06:38PM -0500, Ted Serreyn wrote:
> Was working for 3.0.4 and mysql 3.X, but now I get a login screen, type
> username and password, and get the login screen again.  No errors in http
> logs, no idea why rt is not logging any debugging information.
> 
> Anyone want to give me a short primer in troubleshooting RT?
 
I've just upgraded from rt 3.0.5pre2 to 3.0.5 and am seeing the same 
issue.

I am running Apache/1.3.26 with mod_perl, Postgresql 7.2.2.

test-dependencies runs clean, mail to the queues is processed fine and I 
can even use a custom RT::Search module with rt-crontool to re-open 
overdue stalled tickets...  

But I can't log in to the web interface...

The log shows nothing regarding the login attempts...  I've checked the
users table in the database, and the password matches an MD5sum
calculated on the command line.

I'm not sure that the password checking code is even being invoked - I
tried manually disabling the user in the principals table, and then
logged in again.  In User_Overlay.pm the system should generate an info
level log if a disabled user attempts to log in, but I don't see this
in my logs...

I think the problem is somewhere in autohandler...  I made the following 
change to autohandler, and all is working for now...  This is just a 
quick fix so I can get in to process tickets though, I doubt it's 
actually the correct fix...

--- /usr/local/rt-3-0-5/html/autohandler        2003-09-08 19:18:38.000000000 +0100
+++ autohandler 2003-09-16 11:46:38.000000000 +0100@@ -151,7 +151,7 @@
 $m->comp('/Elements/Callback', %ARGS, _CallbackName => 'Auth');
  
 # If the user is logging in, let's authenticate
-if (!$session{'CurrentUser'} && defined ($user) && defined ($pass) ){
+if (!$session{'CurrentUser'}->Id && defined ($user) && defined ($pass) ){
     $session{'CurrentUser'} = RT::CurrentUser->new();
     $session{'CurrentUser'}->Load($user);
  


> --
> Ted Serreyn                          262-363-9265
> Serreyn Network Services, LLC        http://www.serreyn.com/
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

-- 
Russell Heilling
http://www.ccie.org.uk/
PGP: finger russellh at bela.homeunix.net
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From RT-User at wiwi.uni-wuppertal.de  Tue Sep 16 06:53:33 2003
From: RT-User at wiwi.uni-wuppertal.de (RT-User)
Date: Tue, 16 Sep 2003 12:53:33 +0200
Subject: [rt-users] strange things after upgrade
Message-ID: <D49786105287D61188B00006295077FF05640C@wwinfo.wiwi.uni-wuppertal.de>

Hi all!

I had some strange things happened yesterday, after we did
a upgrade to 3.0.5. Today everyhings seems to work fine. But
I tried to check the scrips and all I get when I click on the
tab in the navigation bar (global->scrips as well as scrips
per queue) a big white nothing. No scrips are shown, but the 
system is working and there are scrips in the db..?!

What is the matter whith this!?

-christian


From lieven.tomme at aquanta.com  Tue Sep 16 08:56:24 2003
From: lieven.tomme at aquanta.com (Lieven Tomme)
Date: Tue, 16 Sep 2003 13:56:24 +0100
Subject: [rt-users] Who's using RT? Seeking for more references.
Message-ID: <20030916100713.M75873@webmail.aquanta.com>

Hello dear RT users,

I know of the praise for RT that lives at 
http://www.bestpractical.com/rt/praise.html, but I am actually looking for 
much more references towards companies using RT. This arises from people that 
feel rather lonely, if they would be starting to use RT as well ;)
Hence, I would appreciate your cooperation as RT user, by simply mailing the 
company's name, it's country, and the company's web site.
In order to not overload the rt-users list, I have enabled a mailbox, 
rtrefs at aquanta.com.
Speaking about ourselves at once, it would be nice to have this syntax used:

Aquanta networks, Belgium, http://www.aquanta.com

I appreciate every contribution. And of course, I am willing to provide the 
compilation.
Greetings to all of you,

Lieven






From chris at filmlight.ltd.uk  Tue Sep 16 08:05:34 2003
From: chris at filmlight.ltd.uk (Chris Hall)
Date: 16 Sep 2003 13:05:34 +0100
Subject: [rt-users] changing the RT at a glance homepage
Message-ID: <1063713934.3224.7.camel@firebird>

Hi,

is there a guide or some help on how to customise the home page for RT?

Id like to add more columns to the display for things like "all new
tickets" "all new/open tickets in queue x", that sort of thing.

If anyone could point me to the file that needs modifying or some guide
about it I could probably work it out from there...

Ta,

Chris



From cubic at acronis.ru  Tue Sep 16 08:29:19 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Tue, 16 Sep 2003 16:29:19 +0400
Subject: [rt-users] changing the RT at a glance homepage
In-Reply-To: <1063713934.3224.7.camel@firebird>
References: <1063713934.3224.7.camel@firebird>
Message-ID: <3F67021F.40907@acronis.ru>

Chris Hall wrote:

>Hi,
>
>is there a guide or some help on how to customise the home page for RT?
>
>Id like to add more columns to the display for things like "all new
>tickets" "all new/open tickets in queue x", that sort of thing.
>
>If anyone could point me to the file that needs modifying or some guide
>about it I could probably work it out from there...
>
/path/to/rt3/share/html/index.html - it's RT home page wrote in Mason style
You could copy it to /path/to/rt3/local/html/  and change like you want.
This page also include some elements(mason components) you could also
copy them in local/html directory with saving of subfolders structure.

All DB interactions in RT go through DBIx::SearchBuilder API but it
incapsulated in RT::* classes which are inherited from(not directly).
index.html and Elements which are included in it - it's good point to
start from.
Each *.pm file under /path/to/rt3/lib dir have not bad POD documentaton.
         Good luck. Ruslan.

>
>Ta,
>
>Chris
>  
>





From mick at onramp.ca  Tue Sep 16 08:54:16 2003
From: mick at onramp.ca (Mick Szucs)
Date: Tue, 16 Sep 2003 08:54:16 -0400
Subject: [rt-users] RT3 on Redhat 9 - known problems
In-Reply-To: <45C655A9-E829-11D7-9517-003065DC18B8@hamburg.fcb.com>
References: <A8ED8823644C614280ACAC1A4D3E93FB259582@icptex02.corp.icpt.net>
	 <3F661852.3030807@onecall.net>
	 <45C655A9-E829-11D7-9517-003065DC18B8@hamburg.fcb.com>
Message-ID: <1063716856.17856.38.camel@hal9000.internal.onramp.ca>

On Tue, 2003-09-16 at 05:36, Harald Wagener wrote:
> - the mod_perl shipped for apache2 is a beta release, earlier packages 
> had a severe bug that
>    kept RT from working. One possible solution is to use mod_fastcgi 
> with apache2, one other
>    to downgrade to apache 1.3.x and mod_perl1

Easier (IMO) is to upgrade to mod_perl-1.99_09 from the Rawhide source,
which is absent the bugs that hinder RT (or at least some of them.)

Regards,
-- 
Mick Szucs <mick at onramp.ca>
Onramp Network Services Inc.



From RT at InterCept.Net  Tue Sep 16 09:20:41 2003
From: RT at InterCept.Net (RT)
Date: Tue, 16 Sep 2003 09:20:41 -0400
Subject: [rt-users] rt-users
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB259586@icptex02.corp.icpt.net>

Red Hat 9 - 2.4.20-8smp
RT 3.0.5
RTFM 2.0RC2
Mysql 4.0.14
Apache 2.0.40
Perl 5.8.0
Cpan 1.76
Storable 2.08

Below is an output of a rt-test-dependencies --with-mysql
perl:
        5.8.0...found
MASON dependencies:
        Params::Validate 0.02...found
        Cache::Cache ...found
        Exception::Class ...found
        HTML::Mason 1.16...found
        MLDBM ...found
        Errno ...found
        FreezeThaw ...found
        Digest::MD5 2.27...MISSING
                Digest::MD5 version 2.27 required--this is only version
2.20 at (eval 32) line 2.
        CGI::Cookie 1.20...found
        Storable ...found
        Apache::Session 1.53...found
MAILGATE dependencies:
        HTML::TreeBuilder ...found
        HTML::FormatText ...found
        Getopt::Long ...found
        LWP::UserAgent ...found
CLI dependencies:
        Getopt::Long 2.24...found
CORE dependencies:
        Digest::MD5 2.27...MISSING
                Digest::MD5 version 2.27 required--this is only version
2.20 at (eval 45) line 2.
        DBI 1.37...MISSING
                DBI version 1.37 required--this is only version 1.32 at
(eval 46) line 2.
        Test::Inline ...found
        Class::ReturnValue 0.40...found
        DBIx::SearchBuilder 0.92...MISSING
                DBIx::SearchBuilder version 0.92 required--this is only
version 0.90 at (eval 49) line 2.
        Text::Template ...found
        File::Spec 0.8...found
        HTML::Entities ...found
        Net::Domain ...found
        Log::Dispatch 2.0...found
        Locale::Maketext 1.06...found
        Locale::Maketext::Lexicon 0.25...found
        Locale::Maketext::Fuzzy ...found
        MIME::Entity 5.108...found
        Mail::Mailer 1.57...found
        Net::SMTP ...found
        Text::Wrapper ...found
        Time::ParseDate ...found
        File::Temp ...found
        Term::ReadKey ...found
        Text::Autoformat ...found
        Text::Quoted ...found
DEV dependencies:
        Regexp::Common ...found
        Time::HiRes ...found
        Test::Inline ...found
        WWW::Mechanize ...found
MYSQL dependencies:
        DBD::mysql 2.1018...found


Thanks,
Michael
-----Original Message-----
From: Richard Irving [mailto:rirving at onecall.net] 
Posted At: Monday, September 15, 2003 3:52 PM
Posted To: RT
Conversation: [rt-users] rt-users
Subject: [rt-users] rt-users

   Someone online here said they had RedHat 9,
Apache, and RT all working as a platform...

   Any chance we could talk you out of
versions of all the above....

  Using RH 9, 3.0.5 RT, and 4.0.14 MySql,
Perl 5.8.0, and CPAN DBI's (1.67 ?)....

is about as friendly as pulling ones
own teeth.....


  Thanks!


_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 joseph85750 at yahoo.com  Tue Sep 16 09:24:36 2003
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Tue, 16 Sep 2003 06:24:36 -0700 (PDT)
Subject: [rt-users] DESC SortOrder of Tickets in /Search/Listing.html
In-Reply-To: <BB8CD855.2DC23%TalkLists@index-s.de>
Message-ID: <20030916132436.95655.qmail@web13106.mail.yahoo.com>

The changes to make them sort in DESC order (from what
I can tell) are in 2 places:

/opt/rt2/WebRT/html/Elements/SelectSortOrder
/opt/rt2/WebRT/html/Elements/Quicksearch

In SelectSortOrder:
swap current DESC with ASC, and change order of
Descending Ascending in the following:
my @order_names = qw (Descending Ascending);
This simply makes the default page come up with the
new default values.

In Quicksearch:
Modify this line to contain the
&TicketsSortBy=id
and
TicketsSortOrder=DESC
<TR><TD><A HREF="<%
$RT::WebPath%>/Search/Listing.html?ValueOfStatus=open&ValueOfStatus=new&StatusOp=%3D&QueueOp=%3D&ValueOfQueue=<%$queue->Id%>&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50&NewSearch=1"><%$queue->Name%></a></TD>

cheers

--- Stefan Seiz <TalkLists at index-s.de> wrote:
> Hi,
> 
> this might be a faq, but i have searched the
> list-archive for an hour now
> and haven't been able to find any useful info on how
> to modify RT to SORT
> Tickets in /Search/Listing.html DESCENDING
> (newest/highest id on top) by
> default.
> 
> How can this be done?
> 
> Thanks for any pointers.
> --
> Stefan Seiz <http://www.StefanSeiz.com>
> Spamto: <bin at imd.net>
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm


=====
"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!?
Yahoo! SiteBuilder - Free, easy-to-use web site design software
http://sitebuilder.yahoo.com


From RT at InterCept.Net  Tue Sep 16 09:27:03 2003
From: RT at InterCept.Net (RT)
Date: Tue, 16 Sep 2003 09:27:03 -0400
Subject: [rt-users] First install-no web login screen
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B759@icptex02.corp.icpt.net>

In your extracted rt folder go into the sbin folder and run 

perl rt-test-dependencies --with-mysql --with-fastcgi

and see if there are any missing requirements.

Michael

-----Original Message-----
From: Brian Zammit [mailto:bzammit at systemsaligned.com] 
Posted At: Monday, September 15, 2003 9:58 PM
Posted To: RT
Conversation: [rt-users] First install-no web login screen
Subject: RE: [rt-users] First install-no web login screen

I did restart apache, but still no go. I ended up replacing mod_cgi with
fast cgi, and I at least get the login screen now. No graphics, I can't
do anything past logging in as the root user, and the following messages
in the logs (Is there a recommended, proven, way of installing RT on
RH9???):

This is coming up in the apache error logs:

[Mon Sep 15 13:33:09 2003] [error] [client 192.168.0.100] FastCGI:
server "/opt/rt3/bin/mason_handler.fcgi" stderr: Your component path
(/opt/rt3/share/html/User/Prefs.html) matches a real file on disk
(/opt/rt3/share/html/User/Prefs.html).  Have you read about the
component root in the Administrator's Manual (HTML::Mason::Admin)? at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Resolver/File.pm line 93.



> Virtual hosts section of /etc/httpd/conf/httpd.conf: <VirtualHost 
> *:80>
>         ServerName support.systemsaligned.com:80
>
>         DocumentRoot /opt/rt3/share/html/
>         AddDefaultCharset UTF-8
>
>         Alias /error /var/www/error
>         Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images
>
>         <IfModule mod_fastcgi.c>
>                 AddHandler fastcgi-script fcgi
>                 FastCgiIpcDir /tmp/rt-fcgi
>                 FastCgiServer /opt/rt3/bin/mason_handler.fcgi 
> -idle-timeout 3600
>                 ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>         </IfModule>
> </VirtualHost>

>-----Original Message-----
>From: rt-users-admin at lists.fsck.com 
>[mailto:rt-users-admin at lists.fsck.com] On Behalf Of RT
>Sent: September 15, 2003 8:41 AM
>To: bzammit at systemsaligned.com
>Cc: rt-users at lists.fsck.com
>Subject: RE: [rt-users] First install-no web login screen
>
>
>Paste your virtual server settings from httpd.conf... and did 
>you restart apache by chance? Gotta ask
>
>Michael
>
>-----Original Message-----
>From: Brian Zammit [mailto:bzammit at systemsaligned.com] 
>Posted At: Sunday, September 14, 2003 7:04 AM
>Posted To: RT
>Conversation: [rt-users] First install-no web login screen
>Subject: [rt-users] First install-no web login screen
>
>Hello,
>
>I get this message in the browser when trying to hit the 
>machine name with rt running:
>
>----
>Bad request!
>
>    Your browser (or proxy) sent a request that this server 
>could not understand. 
>
>    If you think this is a server error, please contact the webmaster 
>
>Error 400
>----
>
>System is RedHat 9.0, installed all Perl modules available on 
>RHN, then ran perl sbin/rt-test-dependencies --with-mysql 
>--with-modperl2.



> Clicking "preferences" in the admin web page gives a url of 
> "http://support.systemsaligned.com/opt/rt3/share/html/User/Prefs.html"
> ,
> and an error of:
>
> System error
> error:  	could not find component for initial path
> '/opt/rt3/share/html/User/Prefs.html/index.html'
> context:
> ...
> 160:  	die "Cannot make alias without caller"
> 161:  	unless defined $Exception::Class::Caller;
> 162:
> 163:  	no strict 'refs';
> 164:  	*{"$Exception::Class::Caller\::$alias"} = sub {
> $subclass->throw(@_) };
> 165:  	}
> 166:
> 167:  	eval $code;
> 168:
> ...
> code stack:  	/usr/lib/perl5/site_perl/5.8.0/Exception/Class.pm:164
> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:226
> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166
> g /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265
> g /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343
> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213
> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:207
> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:89
> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:72
> g /opt/rt3/bin/mason_handler.fcgi:53
> g
> raw error
>
> ---
>
> Clicking on "raw error" gives:
>
> could not find component for initial path 
> '/opt/rt3/share/html/User/Prefs.html/index.html'
>
>
> Trace begun at /usr/lib/perl5/site_perl/5.8.0/Exception/Class.pm line 
> 164 Exception::Class::__ANON__('could not find component for initial 
> path
> \'/opt/rt3/share/html/User/Prefs.html/index.html\'^J') called at 
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 226 eval 
> {...}('could not find component for initial path
> \'/opt/rt3/share/html/User/Prefs.html/index.html\'^J') called at 
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 186 
> HTML::Mason::Request::_initialize('HTML::Mason::Request::CGI=HASH(0x8c
> c8
> 81c)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm
> line 166
> HTML::Mason::Request::new('HTML::Mason::Request::CGI', 'error_mode',
> 'output', 'error_format', 'html', 'cgi_request',
> 'HTML::Mason::FakeApache=HASH(0x88e0010)', 'out_method',
> 'SCALAR(0x8e58260)', 'interp', 'HTML::Mason::Interp=HASH(0x8f46f20)',
> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
> 'ARRAY(0x92a502c)') called at
> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 265
> Class::Container::call_method('HTML::Mason::Interp=HASH(0x8f46f20)',
> 'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0x8f46f20)',
> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
> 'ARRAY(0x92a502c)') called at
> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 343
>
Class::Container::create_delayed_object('HTML::Mason::Interp=HASH(0x8f46
> f20)', 'request', 'interp', 'HTML::Mason::Interp=HASH(0x8f46f20)',
> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
> 'ARRAY(0x92a502c)') called at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 213
>
HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0x8f46f20)',
> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
> 'ARRAY(0x92a502c)') called at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 207
> HTML::Mason::Interp::exec(undef, undef) called at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 89
> eval {...}(undef, undef) called at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 89
>
HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x8905f7
> 8)', 'HASH(0x9241a50)') called at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 72
>
HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH
> (0x8905f78)', 'CGI::Fast=HASH(0x8cbea78)') called at
> /opt/rt3/bin/mason_handler.fcgi line 53
> eval {...}('HTML::Mason::CGIHandler=HASH(0x8905f78)',
> 'CGI::Fast=HASH(0x8cbea78)') called at /opt/rt3/bin/mason_handler.fcgi
> line 53
> ---

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From alesh at sportina.si  Tue Sep 16 09:27:37 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Tue, 16 Sep 2003 15:27:37 +0200
Subject: [rt-users] rt-users
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB259586@icptex02.corp.icpt.net>
Message-ID: <00e701c37c56$4ee94d10$4801a8c0@OMNIBOOK>

Any --install returns what?

A.

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of RT
Sent: Tuesday, September 16, 2003 3:21 PM
To: Richard Irving
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] rt-users


Red Hat 9 - 2.4.20-8smp
RT 3.0.5
RTFM 2.0RC2
Mysql 4.0.14
Apache 2.0.40
Perl 5.8.0
Cpan 1.76
Storable 2.08

Below is an output of a rt-test-dependencies --with-mysql
perl:
        5.8.0...found
MASON dependencies:
        Params::Validate 0.02...found
        Cache::Cache ...found
        Exception::Class ...found
        HTML::Mason 1.16...found
        MLDBM ...found
        Errno ...found
        FreezeThaw ...found
        Digest::MD5 2.27...MISSING
                Digest::MD5 version 2.27 required--this is only version
2.20 at (eval 32) line 2.
        CGI::Cookie 1.20...found
        Storable ...found
        Apache::Session 1.53...found
MAILGATE dependencies:
        HTML::TreeBuilder ...found
        HTML::FormatText ...found
        Getopt::Long ...found
        LWP::UserAgent ...found
CLI dependencies:
        Getopt::Long 2.24...found
CORE dependencies:
        Digest::MD5 2.27...MISSING
                Digest::MD5 version 2.27 required--this is only version
2.20 at (eval 45) line 2.
        DBI 1.37...MISSING
                DBI version 1.37 required--this is only version 1.32 at
(eval 46) line 2.
        Test::Inline ...found
        Class::ReturnValue 0.40...found
        DBIx::SearchBuilder 0.92...MISSING
                DBIx::SearchBuilder version 0.92 required--this is only
version 0.90 at (eval 49) line 2.
        Text::Template ...found
        File::Spec 0.8...found
        HTML::Entities ...found
        Net::Domain ...found
        Log::Dispatch 2.0...found
        Locale::Maketext 1.06...found
        Locale::Maketext::Lexicon 0.25...found
        Locale::Maketext::Fuzzy ...found
        MIME::Entity 5.108...found
        Mail::Mailer 1.57...found
        Net::SMTP ...found
        Text::Wrapper ...found
        Time::ParseDate ...found
        File::Temp ...found
        Term::ReadKey ...found
        Text::Autoformat ...found
        Text::Quoted ...found
DEV dependencies:
        Regexp::Common ...found
        Time::HiRes ...found
        Test::Inline ...found
        WWW::Mechanize ...found
MYSQL dependencies:
        DBD::mysql 2.1018...found


Thanks,
Michael
-----Original Message-----
From: Richard Irving [mailto:rirving at onecall.net] 
Posted At: Monday, September 15, 2003 3:52 PM
Posted To: RT
Conversation: [rt-users] rt-users
Subject: [rt-users] rt-users

   Someone online here said they had RedHat 9,
Apache, and RT all working as a platform...

   Any chance we could talk you out of
versions of all the above....

  Using RH 9, 3.0.5 RT, and 4.0.14 MySql,
Perl 5.8.0, and CPAN DBI's (1.67 ?)....

is about as friendly as pulling ones
own teeth.....


  Thanks!


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From RT at InterCept.Net  Tue Sep 16 09:29:39 2003
From: RT at InterCept.Net (RT)
Date: Tue, 16 Sep 2003 09:29:39 -0400
Subject: [rt-users] Standard RT Reporting and Statistics
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B75A@icptex02.corp.icpt.net>

Statistics 3 is pretty much the standard on the list that I've seen so
far with users. 

Michael

-----Original Message-----
From: Real Carbonneau [mailto:contact at realcarbonneau.com] 
Posted At: Tuesday, September 16, 2003 12:24 AM
Posted To: RT
Conversation: [rt-users] Standard RT Reporting and Statistics
Subject: [rt-users] Standard RT Reporting and Statistics

Hi All,

In the documentation there is mention of Simon Cozen Statistics Package,
as
well as in several posts.  So far I have heard of these
Report/Statistics
packages:

Simon Cozen Statistics Package
http://www.tzi.de/~hollow/stats.tar.gz

py Request Tracker Report
http://sourceforge.net/projects/pgrtreport/

Statistics 3
http://www.tzi.de/~hollow/Statistics3.tgz

Are there others that I have missed?
Is there one that is the standard / recommended / most used package?
Why is there no reporting or statistics in the standard distribution of
RT
(Other than a search)?  Will some Reports/Statistics be added to the
package?

Thanks in advance,
Real



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From RT at InterCept.Net  Tue Sep 16 09:32:29 2003
From: RT at InterCept.Net (RT)
Date: Tue, 16 Sep 2003 09:32:29 -0400
Subject: [rt-users] Take option in Listing
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B75B@icptex02.corp.icpt.net>

If your talking about taking a ticket or becoming the owner of it. In rt
3.0.5 we have this in the display ticket area

#759: Ticket-Subject  
Reply | Resolve | Steal | Comment | Extract Article

Steal is what your looking for.

Michael

-----Original Message-----
From: Asif Iqbal [mailto:iqbala at qwestip.net] 
Posted At: Tuesday, September 16, 2003 1:46 AM
Posted To: RT
Conversation: [rt-users] Take option in Listing
Subject: [rt-users] Take option in Listing

In RT2 there was a Take option. Is there a chance to get that option in
a new
release of RT3 ? It helps to cut down a step specially when it is
running slow

Thanks

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1

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From RT at InterCept.Net  Tue Sep 16 09:40:20 2003
From: RT at InterCept.Net (RT)
Date: Tue, 16 Sep 2003 09:40:20 -0400
Subject: [rt-users] changing the RT at a glance homepage
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB259587@icptex02.corp.icpt.net>

I modified mine to show stalled tickets in the quicksearch area and in
the users tickets that he/she owns that are stalled. All the links work
for quicksearch and if you click on the queue name you will get
open/new/stalled tickets.... I changed the rt logo to my company as
well....

Just make sure you make a backup copy before editing the original :)
I made my changes in /opt/rt3/share/elements

Quick search     
Queue New Open Stalled 

Michael
-----Original Message-----
From: Chris Hall [mailto:chris at filmlight.ltd.uk] 
Posted At: Tuesday, September 16, 2003 8:06 AM
Posted To: RT
Conversation: [rt-users] changing the RT at a glance homepage
Subject: [rt-users] changing the RT at a glance homepage

Hi,

is there a guide or some help on how to customise the home page for RT?

Id like to add more columns to the display for things like "all new
tickets" "all new/open tickets in queue x", that sort of thing.

If anyone could point me to the file that needs modifying or some guide
about it I could probably work it out from there...

Ta,

Chris

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From mark at summersault.com  Tue Sep 16 09:41:30 2003
From: mark at summersault.com (Mark Stosberg)
Date: Tue, 16 Sep 2003 13:41:30 +0000 (UTC)
Subject: [rt-users] Re: web form ticket creation with customized fields
References: <7DC404391E19FF4B97028E7790C9C54A09A37C7F@mail01.ibill.com>
Message-ID: <slrnbme4oa.khd.mark@tanagra.summersault.com>

In article <7DC404391E19FF4B97028E7790C9C54A09A37C7F at mail01.ibill.com>, ESantelices at ibill.com wrote:
>
> Could you provide your script to get a better idea.

There is no script yet. I thought I would ask for general ideas and
advice before I started.

	Mark



From gamboa at infophil.com  Tue Sep 16 09:50:47 2003
From: gamboa at infophil.com (alvn)
Date: Tue, 16 Sep 2003 21:50:47 +0800
Subject: [rt-users] Missing Queues on homepage
Message-ID: <3F671537.4040604@infophil.com>

i am using RT 2.0.15 and then suddenly the queues are not displaying on the 
'Find new/open tickets' table on the right. i have the SeeQueue privileges. 
anyone have encountered this? thanks.

-- 
Alvin Gamboa
Software Engr.
alumni.net | travelsmart.net | jobs.net | smartshopper.net



From proftp_cj at kdd.de  Tue Sep 16 10:13:03 2003
From: proftp_cj at kdd.de (christian janssen)
Date: Tue, 16 Sep 2003 15:13:03 +0100
Subject: [rt-users] Standard RT Reporting and Statistics
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB25B75A@icptex02.corp.icpt.
 net>
References: <A8ED8823644C614280ACAC1A4D3E93FB25B75A@icptex02.corp.icpt.net>
Message-ID: <6.0.0.20.2.20030916151145.02adee10@195.82.63.16>

Is there some demonstration site running for "Statistics 3"
thx

At 14:29 16.09.2003, RT wrote:
>Statistics 3 is pretty much the standard on the list that I've seen so
>far with users.
>
>Michael
--- cut ---
...



From RT at InterCept.Net  Tue Sep 16 10:26:04 2003
From: RT at InterCept.Net (RT)
Date: Tue, 16 Sep 2003 10:26:04 -0400
Subject: [rt-users] Standard RT Reporting and Statistics
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B75E@icptex02.corp.icpt.net>

Not that I've seen in here, but it's pretty cut n dry... extract the tar
file, move it to your share/html/ folder and access it 
http://your-rt-site/Statistics 

Michael

-----Original Message-----
From: christian janssen [mailto:proftp_cj at kdd.de] 
Posted At: Tuesday, September 16, 2003 10:13 AM
Posted To: RT
Conversation: [rt-users] Standard RT Reporting and Statistics
Subject: RE: [rt-users] Standard RT Reporting and Statistics


Is there some demonstration site running for "Statistics 3"
thx

At 14:29 16.09.2003, RT wrote:
>Statistics 3 is pretty much the standard on the list that I've seen so
>far with users.
>
>Michael
--- cut ---
...

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From seph at directionless.org  Tue Sep 16 10:58:47 2003
From: seph at directionless.org (seph)
Date: Tue, 16 Sep 2003 10:58:47 -0400
Subject: [rt-users] Re: problem with users and WebExternalAuth
In-Reply-To: <1063659184.2733.4.camel@rezo.int-evry.fr> (Eric Doutreleau's
 message of "Mon, 15 Sep 2003 22:53:04 +0200")
References: <1063639405.2632.9.camel@rezo.int-evry.fr>
	<w52ad96j7ts.fsf@lame.message.id>
	<1063659184.2733.4.camel@rezo.int-evry.fr>
Message-ID: <w52isnsixug.fsf@lame.message.id>

> I can make it work if i edit the original source Web.pm
>
> but i m not able to make it work through the overlay feature.

It's possible the stock 3.0.5 Web.pm doesn't support the overlay
mechanism.

> what path should i use for the file?

I'm pretty sure it's <rt base>/local/lib/Interface/Web_local.pm but my
rt server is down, so I can't dig up the overlay syntax.

seph


From einar.fagertun at cc.uit.no  Tue Sep 16 11:15:46 2003
From: einar.fagertun at cc.uit.no (Einar Fagertun)
Date: Tue, 16 Sep 2003 17:15:46 +0200
Subject: [rt-users] Iso8859-1 to utf8 and vice versa
Message-ID: <F4E6A3D75FACE94C8FB3D4905B9A80F604239C@EDENEVS1.asp.ad.uit.no>

Hello.

(tech info: rt3.0.2 runs on redhat 9.0, MySql and apache 2.0.40)

We have a problem with RT concerning the special norwegian characters ? ? and ?.

letter    iso-8859-1  utf-8
--------- ----------- ----------
?         0xF8        0xC3 0xA6
?         0xE6        0xC3 0xB8
?         0xE5        0xC3 0xA5

(Typically we norwegians are not content with ending the alphabet on Z...) The problem occurs as follows:

I have a template in RT which contain the characters ? ? and ?. When I send a mail from my test hotmail account to RT the autoreply that gets back to the hotmail account does not show ? ? and ? correctly.

Now... As far as I understand pages in RT are in utf8, while hotmail generates iso8859-1 characters.

However, RT is able to show the incomming ? ? and ?s correctly.

So: 
using hotmail to send mail to RT => (? ? and ? is shown correctly in the RT gui, displayed in utf8 encoding)
when RT sends autoreply, shown in hotmail => (? ? & ? is shown as ?? ?? ?? (utf8) in the received message) 

There seems to be a problem in converting characters. Do you have any suggestions?

-Einar Fagertun


From Eric.Doutreleau at int-evry.fr  Tue Sep 16 11:36:48 2003
From: Eric.Doutreleau at int-evry.fr (Eric Doutreleau)
Date: Tue, 16 Sep 2003 17:36:48 +0200
Subject: [rt-users] Re: problem with users and WebExternalAuth
In-Reply-To: <w52isnsixug.fsf@lame.message.id>
References: <1063639405.2632.9.camel@rezo.int-evry.fr>
	 <w52ad96j7ts.fsf@lame.message.id>
	 <1063659184.2733.4.camel@rezo.int-evry.fr>
	 <w52isnsixug.fsf@lame.message.id>
Message-ID: <1063726608.2371.67.camel@rezo.int-evry.fr>

Well i put my Web_Local.pm in the <rt base>/lib/Interface/RT/ with
the modified procedure and it works like a charm.

Thank u

Right now i have the same problem with user autocreated when they send
mail.
They are created with the userid = to their email and i want to
use the ldap userid.

Have any clue what file i should overlay to do that?

Thanks in advance for any help

Le mar 16/09/2003 ? 16:58, seph a ?crit :
> > I can make it work if i edit the original source Web.pm
> >
> > but i m not able to make it work through the overlay feature.
> 
> It's possible the stock 3.0.5 Web.pm doesn't support the overlay
> mechanism.
> 
> > what path should i use for the file?
> 
> I'm pretty sure it's <rt base>/local/lib/Interface/Web_local.pm but my
> rt server is down, so I can't dig up the overlay syntax.
> 
> seph


From sean.perry at intransa.com  Tue Sep 16 11:53:06 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Tue, 16 Sep 2003 08:53:06 -0700
Subject: [rt-users] changing the RT at a glance homepage
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB259587@icptex02.corp.icpt.net>
References: <A8ED8823644C614280ACAC1A4D3E93FB259587@icptex02.corp.icpt.net>
Message-ID: <3F6731E2.3030000@intransa.com>

RT wrote:

> I modified mine to show stalled tickets in the quicksearch area and in
> the users tickets that he/she owns that are stalled. All the links work
> for quicksearch and if you click on the queue name you will get
> open/new/stalled tickets.... I changed the rt logo to my company as
> well....
> 
> Just make sure you make a backup copy before editing the original :)
> I made my changes in /opt/rt3/share/elements
> 

That's the nice thing about using local/ instead.  I have all of the 
original pages plus my own.  So when I go to install rt 3.0.5 I can 
simply diff the two and apply my changes.




From sean.perry at intransa.com  Tue Sep 16 11:56:32 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Tue, 16 Sep 2003 08:56:32 -0700
Subject: [rt-users] changing the RT at a glance homepage
In-Reply-To: <1063713934.3224.7.camel@firebird>
References: <1063713934.3224.7.camel@firebird>
Message-ID: <3F6732B0.7090501@intransa.com>

Chris Hall wrote:

> Hi,
> 
> is there a guide or some help on how to customise the home page for RT?
> 
> Id like to add more columns to the display for things like "all new
> tickets" "all new/open tickets in queue x", that sort of thing.
> 
> If anyone could point me to the file that needs modifying or some guide
> about it I could probably work it out from there...
> 

The gist of things is most of the items on the RT screen are found in 
Elements/ subdirectories.  This way you change it once and it affects 
all of the pages which use it.

Like Ruslan I added information about stalled tickets and another ticket 
list which shows all tickets without an owner.

Included is my Elements/ addition of NobodysTickets which is based on 
the MyTickets Element.
-------------- next part --------------
An embedded and charset-unspecified text was scrubbed...
Name: NobodysTickets
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20030916/c0ccd146/attachment.ksh>

From JDiaz at esabel.net  Tue Sep 16 12:17:43 2003
From: JDiaz at esabel.net (Jaime Diaz)
Date: Tue, 16 Sep 2003 13:17:43 -0300
Subject: [rt-users] Iso8859-1 to utf8 and vice versa
Message-ID: <3A54947595874945B59D87BAF4FC0BAA2A4909@svrmail001.esabel.com>

Used to have the same problem but with spanish characters ?, ?, ?, ?, ?, ?
and ?.

I've changed this section in my RT_Siteconfig.pm:

Set($EmailOutputEncoding , 'utf-8');

with this:

Set($EmailOutputEncoding , 'iso-8859-1');

That solved the problem with outgoing mails. 
However, I've never could fix the encoding of the attachments, which get
corrupted (or something) when they arrive.



-----Original Message-----
From: Einar Fagertun [mailto:einar.fagertun at cc.uit.no]
Sent: Martes, 16 de Septiembre de 2003 12:16 p.m.
To: rt-users at lists.fsck.com
Subject: [rt-users] Iso8859-1 to utf8 and vice versa


Hello.

(tech info: rt3.0.2 runs on redhat 9.0, MySql and apache 2.0.40)

We have a problem with RT concerning the special norwegian characters ? ?
and ?.

letter    iso-8859-1  utf-8
--------- ----------- ----------
?         0xF8        0xC3 0xA6
?         0xE6        0xC3 0xB8
?         0xE5        0xC3 0xA5

(Typically we norwegians are not content with ending the alphabet on Z...)
The problem occurs as follows:

I have a template in RT which contain the characters ? ? and ?. When I send
a mail from my test hotmail account to RT the autoreply that gets back to
the hotmail account does not show ? ? and ? correctly.

Now... As far as I understand pages in RT are in utf8, while hotmail
generates iso8859-1 characters.

However, RT is able to show the incomming ? ? and ?s correctly.

So: 
using hotmail to send mail to RT => (? ? and ? is shown correctly in the RT
gui, displayed in utf8 encoding)
when RT sends autoreply, shown in hotmail => (? ? & ? is shown as ?? ?? ??
(utf8) in the received message) 

There seems to be a problem in converting characters. Do you have any
suggestions?

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

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


From jesse at bestpractical.com  Tue Sep 16 12:23:23 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 16 Sep 2003 12:23:23 -0400
Subject: [rt-users] Iso8859-1 to utf8 and vice versa
In-Reply-To: <F4E6A3D75FACE94C8FB3D4905B9A80F604239C@EDENEVS1.asp.ad.uit.no>
References: <F4E6A3D75FACE94C8FB3D4905B9A80F604239C@EDENEVS1.asp.ad.uit.no>
Message-ID: <20030916162323.GX30655@fsck.com>



On Tue, Sep 16, 2003 at 05:15:46PM +0200, Einar Fagertun wrote:
> Hello.
> 
> (tech info: rt3.0.2 runs on redhat 9.0, MySql and apache 2.0.40)
> 
> We have a problem with RT concerning the special norwegian characters ? ? and ?.

RT 3.0.2 is 3 patchlevels out of date. There have been numerous fixes to
the internationalization code since then. The first thing you should do
is upgrade to 3.0.5

	Best,
	Jesse

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


From gheim at hitel.com  Tue Sep 16 12:29:37 2003
From: gheim at hitel.com (Greg Heim)
Date: Tue, 16 Sep 2003 12:29:37 -0400
Subject: [rt-users] Re: problem with users and WebExternalAuth
In-Reply-To: <1063726608.2371.67.camel@rezo.int-evry.fr>
References: <1063639405.2632.9.camel@rezo.int-evry.fr>  <w52ad96j7ts.fsf@lame.message.id>  <1063659184.2733.4.camel@rezo.int-evry.fr>  <w52isnsixug.fsf@lame.message.id> <1063726608.2371.67.camel@rezo.int-evry.fr>
Message-ID: <oprvlpfnai7kh48i@mail.hitel.com>

I modified Email.pm so that if the submitter is from my domain, it strips 
the domain extension off before creating the user.  LDAP auth via apache 
works like a charm now.  I also lowercased everything to prevent creating 
duplicate accounts.

HTH,

Greg




On Tue, 16 Sep 2003 17:36:48 +0200, Eric Doutreleau <Eric.Doutreleau at int- 
evry.fr> wrote:

> Well i put my Web_Local.pm in the <rt base>/lib/Interface/RT/ with
> the modified procedure and it works like a charm.
>
> Thank u
>
> Right now i have the same problem with user autocreated when they send
> mail.
> They are created with the userid = to their email and i want to
> use the ldap userid.
>
> Have any clue what file i should overlay to do that?
>
> Thanks in advance for any help
>
> Le mar 16/09/2003 ? 16:58, seph a ?crit :
>> > I can make it work if i edit the original source Web.pm
>> >
>> > but i m not able to make it work through the overlay feature.
>>
>> It's possible the stock 3.0.5 Web.pm doesn't support the overlay
>> mechanism.
>>
>> > what path should i use for the file?
>>
>> I'm pretty sure it's <rt base>/local/lib/Interface/Web_local.pm but my
>> rt server is down, so I can't dig up the overlay syntax.
>>
>> seph
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>





From Keith.Hochberg at mtvi.com  Tue Sep 16 13:29:48 2003
From: Keith.Hochberg at mtvi.com (Hochberg, Keith)
Date: Tue, 16 Sep 2003 13:29:48 -0400
Subject: [rt-users] CanonicalizeAddress in RT 3.0.5 ?
Message-ID: <5F29693503507B4FB4032686ADF862673B5971@mtviny25.mtvi.com>

Hi All,

I am trying to set up multiple email addresses for a user as well and
have run into the same question.  Although I just checked the actual FAQ
and this seems like a hypothetical example below.  Has anyone set this
up with success?

Thanks!

-Keith

-----Original Message-----
From: Ana Paula Prado [mailto:ap at webhostbrasil.com.br] 
Sent: Thursday, September 11, 2003 6:48 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] CanonicalizeAddress in RT 3.0.5 ?



Hi all !

Well, I'm using RT 3.0.5 and some users send requests from different
email accounts (for example: peter at hotmail.com, joe at yahoo.com), but all
adresses belong to the same user, and it would be good to be able to
group the requests together as a single requestor, so, when this user
to access the SelfService, it will be able to see all messages.

I searched in the list archives, I found an example (see below)  in the
message: 
http://lists.fsck.com/pipermail/rt-users/2003-March/012621.html


  %address_to_user = (
    # Email address     => RT Username
    'john at example.com'  => 'john',
    'j_g at sample.org'    => 'john',
    'jhq at why.com'       => 'john',
    ...
  );
  sub CanonicalizeAddress {
      my $address = shift;
      return $address_to_user{$address};
  }

My doubt is.... where I place this?
In "/opt/rt3/etc/RT_Config.pm"  ???

In my RT_Config.pm, I only see this:

Set($CanonicalizeEmailAddressMatch   , 'subdomain.example.com$');
Set($CanonicalizeEmailAddressReplace , 'example.com');

But I do not know what to make with this...     :=)

Thanks for any help!
-- 
Ana Paula Prado <ap at webhostbrasil.com.br>

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 iqbala at qwestip.net  Tue Sep 16 16:15:27 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Tue, 16 Sep 2003 16:15:27 -0400 (EDT)
Subject: [rt-users] Take option in Listing
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB25B75B@icptex02.corp.icpt.net>
Message-ID: <Pine.GSO.4.30L2.0309161614450.18488-100000@qmail>

I am looking for the Take option in Listing.html page. It used to be there in
RT2

On Tue, 16 Sep 2003, RT wrote:

> If your talking about taking a ticket or becoming the owner of it. In rt
> 3.0.5 we have this in the display ticket area
>
> #759: Ticket-Subject
> Reply | Resolve | Steal | Comment | Extract Article
>
> Steal is what your looking for.
>
> Michael
>
> -----Original Message-----
> From: Asif Iqbal [mailto:iqbala at qwestip.net]
> Posted At: Tuesday, September 16, 2003 1:46 AM
> Posted To: RT
> Conversation: [rt-users] Take option in Listing
> Subject: [rt-users] Take option in Listing
>
> In RT2 there was a Take option. Is there a chance to get that option in
> a new
> release of RT3 ? It helps to cut down a step specially when it is
> running slow
>
> Thanks
>
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From joseph85750 at yahoo.com  Tue Sep 16 16:33:05 2003
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Tue, 16 Sep 2003 13:33:05 -0700 (PDT)
Subject: [rt-users] Standard RT Reporting and Statistics
In-Reply-To: <693EB855-E822-11D7-9517-003065DC18B8@hamburg.fcb.com>
Message-ID: <20030916203305.16455.qmail@web13113.mail.yahoo.com>

I'm using RT2, therefore limited to the RT2 stats from
the URL below.  Simple enough to install, but the
graphs don't work.  I get a broken link which attempts
to go to:

http://my.rtbox//chart?type=bars&x_labels=[Sun,Mon,Tue,Wed,Thu,Fri,Sat]&data1=[,66,50,50,21,500,]&data2=[16,169,211,229,170,144,18]&data3=[,16,36,31,15,42,]

What is the stats package trying to find?


--- Harald Wagener <hwagener at hamburg.fcb.com> wrote:
> 
> On Dienstag, 16. September 2003, at 06:24vorm., Real
> Carbonneau wrote:
> 

> > Simon Cozen Statistics Package
> > http://www.tzi.de/~hollow/stats.tar.gz

> According to the error reports, Statistics3 is in
> high demands, but I 
> don't seem to be able to help people with problems
> much )-: . I don't 
> know about the python package, but the first and
> last mentioned seem to 
> be what people associate if they hear 'RT
> Statistics'. The main problem 
> is that the creation of automatic graphs is an
> additional source of 
> errors and misconfigurations.
> 
> A quick look at the python tool seems to indicate
> that it is well 
> suited for creating information that can be
> processed in other 
> programs, whereas the statistics package is best
> suited for creating 
> pretty images on web sites.
> 
> Statistics 3 is the continuation of Simon Cozen's
> Statistics package. 
> The old version is for RT 2, the new one for RT 3
> (hence the '3' in 
> 'Statistics3').
> 
> Regards,
>      Harald Wagener
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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

__________________________________
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From joseph85750 at yahoo.com  Tue Sep 16 16:36:58 2003
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Tue, 16 Sep 2003 13:36:58 -0700 (PDT)
Subject: [rt-users] Database diagram
In-Reply-To: <91BF6C44-E822-11D7-9517-003065DC18B8@hamburg.fcb.com>
Message-ID: <20030916203658.29742.qmail@web13105.mail.yahoo.com>

I'd like to be able to do queries such as:

1) How many tickets were opened in July in queue Foo
2) How many tickets in July have keywords "bogon
alert"
3) How many tickets in August in queue Foo with
keywords "printing" OR "reboot"


--- Harald Wagener <hwagener at hamburg.fcb.com> wrote:
> 
> What are useful statistics for You? Do You think
> it's feasible to add 
> some of them to the Statistics3 Package?
> 
> Regards,
>      Harald Wagener
> 
> -- 
> The Statistics Package for RT 3 is available at
> http://www.tzi.de/~hollow/Statistics3.tgz
> 


=====
"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!?
Yahoo! SiteBuilder - Free, easy-to-use web site design software
http://sitebuilder.yahoo.com


From bzammit at systemsaligned.com  Tue Sep 16 22:06:00 2003
From: bzammit at systemsaligned.com (Brian Zammit)
Date: Tue, 16 Sep 2003 22:06:00 -0400
Subject: [rt-users] First install-no web login screen
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB25B759@icptex02.corp.icpt.net>
Message-ID: <012401c37cc0$3d617cb0$8704a8c0@testing>

The only strange things that come up are the following. Is there rpm's
to cover these missing packages? What is the recommended way of updating
Perl modules on a RedHat 9 system?

CORE dependencies:
        Digest::MD5 2.27...MISSING
                Digest::MD5 version 2.27 required--this is only version
2.20 at (eval 45) line 2.
        DBI 1.37...MISSING
                DBI version 1.37 required--this is only version 1.32 at
(eval 46) line 2.

Brian.

>-----Original Message-----
>From: RT [mailto:RT at InterCept.Net] 
>Sent: September 16, 2003 9:27 AM
>To: bzammit at systemsaligned.com
>Cc: rt-users at lists.fsck.com
>Subject: RE: [rt-users] First install-no web login screen
>
>
>In your extracted rt folder go into the sbin folder and run 
>
>perl rt-test-dependencies --with-mysql --with-fastcgi
>
>and see if there are any missing requirements.
>
>Michael
>
>-----Original Message-----
>From: Brian Zammit [mailto:bzammit at systemsaligned.com] 
>Posted At: Monday, September 15, 2003 9:58 PM
>Posted To: RT
>Conversation: [rt-users] First install-no web login screen
>Subject: RE: [rt-users] First install-no web login screen
>
>I did restart apache, but still no go. I ended up replacing 
>mod_cgi with fast cgi, and I at least get the login screen 
>now. No graphics, I can't do anything past logging in as the 
>root user, and the following messages in the logs (Is there a 
>recommended, proven, way of installing RT on
>RH9???):
>
>This is coming up in the apache error logs:
>
>[Mon Sep 15 13:33:09 2003] [error] [client 192.168.0.100] 
>FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Your 
>component path
>(/opt/rt3/share/html/User/Prefs.html) matches a real file on 
>disk (/opt/rt3/share/html/User/Prefs.html).  Have you read 
>about the component root in the Administrator's Manual 
>(HTML::Mason::Admin)? at 
>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Resolver/File.pm line 93.
>
>
>
>> Virtual hosts section of /etc/httpd/conf/httpd.conf: <VirtualHost
>> *:80>
>>         ServerName support.systemsaligned.com:80
>>
>>         DocumentRoot /opt/rt3/share/html/
>>         AddDefaultCharset UTF-8
>>
>>         Alias /error /var/www/error
>>         Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images
>>
>>         <IfModule mod_fastcgi.c>
>>                 AddHandler fastcgi-script fcgi
>>                 FastCgiIpcDir /tmp/rt-fcgi
>>                 FastCgiServer /opt/rt3/bin/mason_handler.fcgi
>> -idle-timeout 3600
>>                 ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>>         </IfModule>
>> </VirtualHost>
>
>>-----Original Message-----
>>From: rt-users-admin at lists.fsck.com
>>[mailto:rt-users-admin at lists.fsck.com] On Behalf Of RT
>>Sent: September 15, 2003 8:41 AM
>>To: bzammit at systemsaligned.com
>>Cc: rt-users at lists.fsck.com
>>Subject: RE: [rt-users] First install-no web login screen
>>
>>
>>Paste your virtual server settings from httpd.conf... and did
>>you restart apache by chance? Gotta ask
>>
>>Michael
>>
>>-----Original Message-----
>>From: Brian Zammit [mailto:bzammit at systemsaligned.com]
>>Posted At: Sunday, September 14, 2003 7:04 AM
>>Posted To: RT
>>Conversation: [rt-users] First install-no web login screen
>>Subject: [rt-users] First install-no web login screen
>>
>>Hello,
>>
>>I get this message in the browser when trying to hit the
>>machine name with rt running:
>>
>>----
>>Bad request!
>>
>>    Your browser (or proxy) sent a request that this server
>>could not understand. 
>>
>>    If you think this is a server error, please contact the webmaster
>>
>>Error 400
>>----
>>
>>System is RedHat 9.0, installed all Perl modules available on
>>RHN, then ran perl sbin/rt-test-dependencies --with-mysql 
>>--with-modperl2.
>
>
>
>> Clicking "preferences" in the admin web page gives a url of 
>> 
>"http://support.systemsaligned.com/opt/rt3/share/html/User/Prefs.html"
>> ,
>> and an error of:
>>
>> System error
>> error:  	could not find component for initial path
>> '/opt/rt3/share/html/User/Prefs.html/index.html'
>> context:
>> ...
>> 160:  	die "Cannot make alias without caller"
>> 161:  	unless defined $Exception::Class::Caller;
>> 162:
>> 163:  	no strict 'refs';
>> 164:  	*{"$Exception::Class::Caller\::$alias"} = sub {
>> $subclass->throw(@_) };
>> 165:  	}
>> 166:
>> 167:  	eval $code;
>> 168:
>> ...
>> code stack:  	
>/usr/lib/perl5/site_perl/5.8.0/Exception/Class.pm:164
>> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:226
>> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166
>> g /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265
>> g /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343
>> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213
>> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:207
>> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:89
>> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:72
>> g /opt/rt3/bin/mason_handler.fcgi:53
>> g
>> raw error
>>
>> ---
>>
>> Clicking on "raw error" gives:
>>
>> could not find component for initial path 
>> '/opt/rt3/share/html/User/Prefs.html/index.html'
>>
>>
>> Trace begun at 
>/usr/lib/perl5/site_perl/5.8.0/Exception/Class.pm line 
>> 164 Exception::Class::__ANON__('could not find component for initial 
>> path
>> \'/opt/rt3/share/html/User/Prefs.html/index.html\'^J') called at 
>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 226 eval 
>> {...}('could not find component for initial path
>> \'/opt/rt3/share/html/User/Prefs.html/index.html\'^J') called at 
>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 186 
>> 
>HTML::Mason::Request::_initialize('HTML::Mason::Request::CGI=HASH(0x8c
>> c8
>> 81c)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm
>> line 166
>> HTML::Mason::Request::new('HTML::Mason::Request::CGI', 'error_mode',
>> 'output', 'error_format', 'html', 'cgi_request',
>> 'HTML::Mason::FakeApache=HASH(0x88e0010)', 'out_method',
>> 'SCALAR(0x8e58260)', 'interp', 'HTML::Mason::Interp=HASH(0x8f46f20)',
>> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
>> 'ARRAY(0x92a502c)') called at
>> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 265
>> Class::Container::call_method('HTML::Mason::Interp=HASH(0x8f46f20)',
>> 'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0x8f46f20)',
>> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
>> 'ARRAY(0x92a502c)') called at
>> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 343
>>
>Class::Container::create_delayed_object('HTML::Mason::Interp=HA
>SH(0x8f46
>> f20)', 'request', 'interp', 'HTML::Mason::Interp=HASH(0x8f46f20)',
>> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
>> 'ARRAY(0x92a502c)') called at
>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 213
>>
>HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0x8
>f46f20)',
>> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
>> 'ARRAY(0x92a502c)') called at
>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 207
>> HTML::Mason::Interp::exec(undef, undef) called at
>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 89
>> eval {...}(undef, undef) called at
>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 89
>>
>HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH
>(0x8905f7
>> 8)', 'HASH(0x9241a50)') called at
>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 72
>>
>HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHan
>dler=HASH
>> (0x8905f78)', 'CGI::Fast=HASH(0x8cbea78)') called at
>> /opt/rt3/bin/mason_handler.fcgi line 53
>> eval {...}('HTML::Mason::CGIHandler=HASH(0x8905f78)',
>> 'CGI::Fast=HASH(0x8cbea78)') called at 
>/opt/rt3/bin/mason_handler.fcgi
>> line 53
>> ---
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.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 request_tracker at acerhomes.com  Wed Sep 17 07:49:36 2003
From: request_tracker at acerhomes.com (request_tracker at acerhomes.com)
Date: Wed, 17 Sep 2003 11:49:36 -0000 (UTC)
Subject: [rt-users] HTML Mason Problem
Message-ID: <3718.177.177.177.222.1063799376.squirrel@_default_>

Hi everybody!

I encounter this same problem.  I try everything I found on this mailing
list but the same problem. I also install HTML::Mason 1.23

This is the message :

Stopping httpd: [FAILED]
Starting httpd: [Wed Sep 17 11:21:33 2003] [error] Bareword "REDIRECT" not
allowed while "strict subs" in use at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 188.!BEGIN
not safe after errors--compilation aborted at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line
197.!Compilation failed in require at /opt/rt3/bin/webmux.pl line
58.!BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line
64.!Compilation failed in require at (eval 2) line 1.!
[Wed Sep 17 11:21:33 2003] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl for server server2.acerhomes.com:0, exiting...!
[FAILED]

This is the output when I issue the test dependencies (mysql, modperl1)

perl:
	5.8.0...found
MASON dependencies:
	Params::Validate 0.02...found
	Cache::Cache ...found
	Exception::Class ...found
	HTML::Mason 1.16...found
	MLDBM ...found
	Errno ...found
	FreezeThaw ...found
	Digest::MD5 2.27...found
	CGI::Cookie 1.20...found
	Storable ...found
	Apache::Session 1.53...found
MAILGATE dependencies:
	HTML::TreeBuilder ...found
	HTML::FormatText ...found
	Getopt::Long ...found
	LWP::UserAgent ...found
MODPERL1 dependencies:
	CGI ...found
	Apache::Request ...found
	Apache::DBI 0.92...found
CLI dependencies:
	Getopt::Long 2.24...found
CORE dependencies:
	Digest::MD5 2.27...found
	DBI 1.37...found
	Test::Inline ...found
	Class::ReturnValue 0.40...found
	DBIx::SearchBuilder 0.92...found
	Text::Template ...found
	File::Spec 0.8...found
	HTML::Entities ...found
	Net::Domain ...found
	Log::Dispatch 2.0...found
	Locale::Maketext 1.06...found
	Locale::Maketext::Lexicon 0.25...found
	Locale::Maketext::Fuzzy ...found
	MIME::Entity 5.108...found
	Mail::Mailer 1.57...found
	Net::SMTP ...found
	Text::Wrapper ...found
	Time::ParseDate ...found
	File::Temp ...found
	Term::ReadKey ...found
	Text::Autoformat ...found
	Text::Quoted ...found
DEV dependencies:
	Regexp::Common ...found
	Time::HiRes ...found
	Test::Inline ...found
	WWW::Mechanize ...found
MYSQL dependencies:
	DBD::mysql 2.1018...found


Then my httpd.conf


<VirtualHost 10.0.0.10>         # my private IP
	ServerName server2.test.com
	DocumentRoot /opt/rt3/share/html
	RedirectMatch permanent (.*)/$ http://server2$1/index.html
	AddDefaultCharset UTF-8

	# PerlFreshRestart On	# for mod_perl 1.x   <---this doesn't work
	# PerModule Apache2 Apache::compat	# for mod_perl 2.x

	PerlModule Apache::DBI
	PerlRequire /opt/rt3/bin/webmux.pl

	<FilesMatch "\.html$">
		SetHandler perl-script
		PerlHandler RT::Mason
	</FilesMatch>
	<Location "/Attachment/">
		SetHandler perl-script
		PerlHandler RT::Mason
	</Location>
</VirtualHost>


Pls. help.


Previous message -------

Author: Mohammed Ersan
Date: 2003-04-27 00:02 UTC
To: rt-users

Hi,
I have been trying to get RT3 runing with Apache2 for some time now, now
in the final steps, when I reached the point to start Apache using this
config:

DocumentRoot "/usr/local/apache2/htdocs"
Alias /rt /opt/rt3/share/html

AddDefaultCharset UTF-8
PerlModule Apache2 Apache::compat

PerlModule Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl
<Location /rt>
SetHandler perl-script
PerlHandler RT::Mason
</Location>


I get this error:
[root at lanserver2 conf]# ../bin/apachectl start
[Sun Apr 27 19:53:33 2003] [error] Bareword "REDIRECT" not allowed while
"strict subs" in use at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 188.
BEGIN not safe after errors--compilation aborted at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 197.
Compilation failed in require at /opt/rt3/bin/webmux.pl line 45.
BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 51.
Compilation failed in require at (eval 1) line 1.

[Sun Apr 27 19:53:33 2003] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl for server lanserver2:0, exiting...

[root at lanserver2 conf]#


Its running on RH 8.0/PG DB/perl, v5.8.0 built for
i386-linux-thread-multi/ Compiled RT3 with modperl2.


What might be the problem ..is it the perl modules ? I tried to recompile
and install them again, still the same problem. Given that the
test-dependcies script says that all is OK.



Thanks...








>From: "Ray Walters" <ray.walters at kiffanalytical.com>
>To: "'Kelly F. Hickel'" <kfh at mqsoftware.com>
>CC: <rt-users at lists.fsck.com>
>Subject: RE: [rt-users] Newbie - Apache error
>Date: Fri, 25 Apr 2003 09:36:13 -0700

>
>I got RT 3.0.1 working with Apache2 and mod_perl 1.99. I used the conf
>file
>recommended here:
>
>
>
>http://lists.fsck.com/pipermail/rt-devel/2002-November/002769.html
>
>
>
>The recommended conf file is:
>
>
>
> <VirtualHost your.ip.address>
> DocumentRoot /path/to/rt3/share/html
> ServerName your.rt.server.hostname
>
> PerlFreshRestart On # only for Apache/mod_perl 1.x
> PerlModule Apache2 Apache::compat # only for Apache/mod_perl 2.x
>
> PerlModule Apache::DBI
> PerlRequire /path/to/rt3/bin/webmux.pl
>
> <FilesMatch "\.html$">
> SetHandler perl-script
> PerlHandler RT::Mason
> </FilesMatch>
> <LocationMatch "/Attachment/">
> SetHandler perl-script
> PerlHanler RT::Mason
> </LocationMatch>
> </VirtualHost>
>
>
>
>
>
>This solved my problems.
>
>
>
>Ray
>
>
>
>-----Original Message-----
>From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
>On Behalf Of Kelly F. Hickel
>Sent: Friday, April 25, 2003 8:47 AM
>To: Oscar Arranz; rt-users at lists.fsck.com
>Subject: RE: [rt-users] Newbie - Apache error
>
>
>
> I had the same problem, and was told that RedHat 8 came with apache 2,
>and
>that RT didn't work with Apache 2. I end up going out and getting the
>latest apache 1 source and building it.
>
>-Kelly Hickel
>
>
>
>-----Original Message-----
>From: Oscar Arranz [mailto:oscar at e-milio.com]
>Sent: Friday, April 25, 2003 10:44 AM
>To: rt-users at lists.fsck.com
>Subject: Re: [rt-users] Newbie - Apache error
>
>
>
>Thanks Roger, it worked. But now when I enter my username and password it
>says: "Your username or password is incorrect". I have checked the
>usernames
>in the database rt3, table Users and I'm writing the right values... I
>don't
>know what's happening and nothing is showed in the log files.
>
>Regards,
>Oscar
>
>Spencer, Roger wrote:
>
>Had the same problem on the same platform. If you specify the exact url,
>you probably will get a response, i.e. /index.html.
>
>
>
>Downgrading to apache to 1.3 and mod_perl 1 corrected the problem.
>
>
>
>
>
>-----Original Message-----
>From: Oscar Arranz [mailto:oscar at e-milio.com]
>Sent: Friday, April 25, 2003 5:43 AM
>To: rt-users at lists.fsck.com
>Subject: [rt-users] Newbie - Apache error
>
>
>
>Hi all,
>
> I have installed RT 3 in a linux Red Hat 8 using mysql and this
>apache
>configuration:
>
> Apache/2.0.45 (Unix) mod_perl/1.99_08 Perl/v5.8.0 Server at
>192.168.0.10 Port 8080
>
> When I connect to the URL http://192.168.0.10:8080 I get a 404 error
>(Page not found). The apache error log has the following line:
>
> [error] [client 192.168.0.11] Attempt to serve directory:
>/opt/rt3/share/html/
>
> The directory exists and has read permission for everybody.
>
> What could be happening?
>
>Thanks,
>Oscar
>
>_______________________________________________ rt-users mailing list
>rt-users at lists.fsck.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 bzammit at systemsaligned.com  Wed Sep 17 01:15:14 2003
From: bzammit at systemsaligned.com (Brian Zammit)
Date: Wed, 17 Sep 2003 01:15:14 -0400
Subject: [rt-users] First install-no web login screen
In-Reply-To: <012401c37cc0$3d617cb0$8704a8c0@testing>
Message-ID: <018801c37cda$ad200f20$8704a8c0@testing>

After updating the outdated perl packages (which required installing gcc
and myriad dependant packages, and setting "export LANG=C; export
LC_ALL=C" before it would work), the interface is still broken. Should I
now attempt to update mod_cgi from rawhide rpm sources and ditch
fastcgi? 

Brian



>-----Original Message-----
>From: rt-users-admin at lists.fsck.com 
>[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Brian Zammit
>Sent: September 16, 2003 10:06 PM
>To: 'RT'
>Cc: rt-users at lists.fsck.com
>Subject: RE: [rt-users] First install-no web login screen
>
>
>The only strange things that come up are the following. Is 
>there rpm's to cover these missing packages? What is the 
>recommended way of updating Perl modules on a RedHat 9 system?
>
>CORE dependencies:
>        Digest::MD5 2.27...MISSING
>                Digest::MD5 version 2.27 required--this is 
>only version 2.20 at (eval 45) line 2.
>        DBI 1.37...MISSING
>                DBI version 1.37 required--this is only 
>version 1.32 at (eval 46) line 2.
>
>Brian.
>
>>-----Original Message-----
>>From: RT [mailto:RT at InterCept.Net]
>>Sent: September 16, 2003 9:27 AM
>>To: bzammit at systemsaligned.com
>>Cc: rt-users at lists.fsck.com
>>Subject: RE: [rt-users] First install-no web login screen
>>
>>
>>In your extracted rt folder go into the sbin folder and run
>>
>>perl rt-test-dependencies --with-mysql --with-fastcgi
>>
>>and see if there are any missing requirements.
>>
>>Michael
>>
>>-----Original Message-----
>>From: Brian Zammit [mailto:bzammit at systemsaligned.com]
>>Posted At: Monday, September 15, 2003 9:58 PM
>>Posted To: RT
>>Conversation: [rt-users] First install-no web login screen
>>Subject: RE: [rt-users] First install-no web login screen
>>
>>I did restart apache, but still no go. I ended up replacing
>>mod_cgi with fast cgi, and I at least get the login screen 
>>now. No graphics, I can't do anything past logging in as the 
>>root user, and the following messages in the logs (Is there a 
>>recommended, proven, way of installing RT on
>>RH9???):
>>
>>This is coming up in the apache error logs:
>>
>>[Mon Sep 15 13:33:09 2003] [error] [client 192.168.0.100]
>>FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Your 
>>component path
>>(/opt/rt3/share/html/User/Prefs.html) matches a real file on 
>>disk (/opt/rt3/share/html/User/Prefs.html).  Have you read 
>>about the component root in the Administrator's Manual 
>>(HTML::Mason::Admin)? at 
>>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Resolver/File.pm line 93.
>>
>>
>>
>>> Virtual hosts section of /etc/httpd/conf/httpd.conf: <VirtualHost 
>>> *:80>
>>>         ServerName support.systemsaligned.com:80
>>>
>>>         DocumentRoot /opt/rt3/share/html/
>>>         AddDefaultCharset UTF-8
>>>
>>>         Alias /error /var/www/error
>>>         Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images
>>>
>>>         <IfModule mod_fastcgi.c>
>>>                 AddHandler fastcgi-script fcgi
>>>                 FastCgiIpcDir /tmp/rt-fcgi
>>>                 FastCgiServer /opt/rt3/bin/mason_handler.fcgi 
>>> -idle-timeout 3600
>>>                 ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>>>         </IfModule>
>>> </VirtualHost>
>>
>>>-----Original Message-----
>>>From: rt-users-admin at lists.fsck.com 
>>>[mailto:rt-users-admin at lists.fsck.com] On Behalf Of RT
>>>Sent: September 15, 2003 8:41 AM
>>>To: bzammit at systemsaligned.com
>>>Cc: rt-users at lists.fsck.com
>>>Subject: RE: [rt-users] First install-no web login screen
>>>
>>>
>>>Paste your virtual server settings from httpd.conf... and did you 
>>>restart apache by chance? Gotta ask
>>>
>>>Michael
>>>
>>>-----Original Message-----
>>>From: Brian Zammit [mailto:bzammit at systemsaligned.com]
>>>Posted At: Sunday, September 14, 2003 7:04 AM
>>>Posted To: RT
>>>Conversation: [rt-users] First install-no web login screen
>>>Subject: [rt-users] First install-no web login screen
>>>
>>>Hello,
>>>
>>>I get this message in the browser when trying to hit the 
>machine name 
>>>with rt running:
>>>
>>>----
>>>Bad request!
>>>
>>>    Your browser (or proxy) sent a request that this server 
>could not 
>>>understand.
>>>
>>>    If you think this is a server error, please contact the webmaster
>>>
>>>Error 400
>>>----
>>>
>>>System is RedHat 9.0, installed all Perl modules available on RHN, 
>>>then ran perl sbin/rt-test-dependencies --with-mysql --with-modperl2.
>>
>>
>>
>>> Clicking "preferences" in the admin web page gives a url of 
>>> 
>>"http://support.systemsaligned.com/opt/rt3/share/html/User/Prefs.html"
>>> ,
>>> and an error of:
>>>
>>> System error
>>> error:  	could not find component for initial path
>>> '/opt/rt3/share/html/User/Prefs.html/index.html'
>>> context:
>>> ...
>>> 160:  	die "Cannot make alias without caller"
>>> 161:  	unless defined $Exception::Class::Caller;
>>> 162:
>>> 163:  	no strict 'refs';
>>> 164:  	*{"$Exception::Class::Caller\::$alias"} = sub {
>>> $subclass->throw(@_) };
>>> 165:  	}
>>> 166:
>>> 167:  	eval $code;
>>> 168:
>>> ...
>>> code stack:  	
>>/usr/lib/perl5/site_perl/5.8.0/Exception/Class.pm:164
>>> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:226
>>> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166
>>> g /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265
>>> g /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343
>>> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213
>>> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:207
>>> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:89
>>> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:72
>>> g /opt/rt3/bin/mason_handler.fcgi:53
>>> g
>>> raw error
>>>
>>> ---
>>>
>>> Clicking on "raw error" gives:
>>>
>>> could not find component for initial path 
>>> '/opt/rt3/share/html/User/Prefs.html/index.html'
>>>
>>>
>>> Trace begun at 
>>/usr/lib/perl5/site_perl/5.8.0/Exception/Class.pm line 
>>> 164 Exception::Class::__ANON__('could not find component 
>for initial 
>>> path
>>> \'/opt/rt3/share/html/User/Prefs.html/index.html\'^J') called at 
>>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 226 eval 
>>> {...}('could not find component for initial path
>>> \'/opt/rt3/share/html/User/Prefs.html/index.html\'^J') called at 
>>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 186 
>>> 
>>HTML::Mason::Request::_initialize('HTML::Mason::Request::CGI=HASH(0x8c
>>> c8
>>> 81c)') called at 
>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm
>>> line 166
>>> HTML::Mason::Request::new('HTML::Mason::Request::CGI', 'error_mode',
>>> 'output', 'error_format', 'html', 'cgi_request',
>>> 'HTML::Mason::FakeApache=HASH(0x88e0010)', 'out_method',
>>> 'SCALAR(0x8e58260)', 'interp', 
>'HTML::Mason::Interp=HASH(0x8f46f20)',
>>> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
>>> 'ARRAY(0x92a502c)') called at
>>> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 265
>>> Class::Container::call_method('HTML::Mason::Interp=HASH(0x8f46f20)',
>>> 'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0x8f46f20)',
>>> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
>>> 'ARRAY(0x92a502c)') called at
>>> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 343
>>>
>>Class::Container::create_delayed_object('HTML::Mason::Interp=HA
>>SH(0x8f46
>>> f20)', 'request', 'interp', 'HTML::Mason::Interp=HASH(0x8f46f20)',
>>> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
>>> 'ARRAY(0x92a502c)') called at
>>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 213
>>>
>>HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0x8
>>f46f20)',
>>> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
>>> 'ARRAY(0x92a502c)') called at
>>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 207
>>> HTML::Mason::Interp::exec(undef, undef) called at
>>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 89
>>> eval {...}(undef, undef) called at
>>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 89
>>>
>>HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH
>>(0x8905f7
>>> 8)', 'HASH(0x9241a50)') called at
>>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 72
>>>
>>HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHan
>>dler=HASH
>>> (0x8905f78)', 'CGI::Fast=HASH(0x8cbea78)') called at
>>> /opt/rt3/bin/mason_handler.fcgi line 53
>>> eval {...}('HTML::Mason::CGIHandler=HASH(0x8905f78)',
>>> 'CGI::Fast=HASH(0x8cbea78)') called at 
>>/opt/rt3/bin/mason_handler.fcgi
>>> line 53
>>> ---
>>
>>_______________________________________________
>>rt-users mailing list
>>rt-users at lists.fsck.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 iqbala at qwestip.net  Wed Sep 17 02:01:33 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Wed, 17 Sep 2003 02:01:33 -0400 (EDT)
Subject: [rt-users] How bestpractical.com filters spam in front of RT
In-Reply-To: <20030915223136.GP30655@fsck.com>
Message-ID: <Pine.GSO.4.30L2.0309170158540.14464-100000@qmail>

On Mon, 15 Sep 2003, Jesse Vincent wrote:

>
> I use the following tool to do my spam filtering in front of RT.
> It uses Mail::Audit and Mail::Spamassassin.  It can, in fact, be run in
> front of any program that receives mail through a pipe in your
> /etc/aliases file. You'll need to make sure it can write to its temp
> directories and your spamassassin setup is as you like it.
>
> Rob Spier wrote this tool for perl.org and I adapted it for RT3.
> I'm eternally grateful. It's made my life suck much less.
>
> in /etc/aliases, I've got this:
> rt-3.0-bugs: "|/opt/bestpractical.com-rt3/bin/mailaudit /opt/fsck.com-rt3/bin/rt-m
> ailgate --queue 'rt3' --action 'correspond' --url http://rt3.fsck.com/"
>
> mailaudit is this:
>
>
> #!/usr/bin/perl
>
> # $Id: bugsfilter,v 1.31 2002/07/31 04:06:22 rt Exp rt $
>
>
> use strict;
>
> # -- CONFIGURATION --
> my $HOME = "/opt/rt3/mail/";

I am guessing you meant /opt/rt3 as $HOME

> $ENV{'HOME'} = $HOME;
> my $maildir = "$HOME/Mail/";
>
>
> use Mail::Audit qw(KillDups);
> use Mail::SpamAssassin;
> $Mail::Audit::KillDups::dupfile = "$HOME/.msgid-cache";
>
> my @defaults = qw(your-rt-owner);

What would be the default value of rt-owner ?

[...]

I will give this a shot

Thanks a lot
-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From request_tracker at acerhomes.com  Wed Sep 17 10:35:26 2003
From: request_tracker at acerhomes.com (request_tracker at acerhomes.com)
Date: Wed, 17 Sep 2003 14:35:26 -0000 (UTC)
Subject: [rt-users] Apache:Mason Module Error
Message-ID: <1411.177.177.177.222.1063809326.squirrel@_default_>

Hi! Daryl

Im also waiting for some answers on our problem. Im stuck here also.
Have you sold it already?


-rommie



Previous message -----

Glaring omission, but here it is:-

# RT Ticketing System
#<VirtualHost <HOST>>
#DocumentRoot /home/rt/html
#ServerName <HOST>
#ServerAdmin systems@<HOST>
#AddDefaultCharset UTF-8
#PerlModule Apache2
##PerlModule Apache2 Apache::com pat
#PerlModule Apache::DBI
#PerlRequire /opt/rt3/bin/webmux.pl
#<Location />
# SetHandler perl-script
# PerlHandler RT::Mason
#</Location>
#ErrorLog /home/rt/logs/error_log
#CustomLog common /home/rt/log/custom_log
#</VirtualHost># RT Ticketing System




--On Monday, September 08, 2003 11:28:02 +0100 Daryl Field <djf at gxn.net>
wrote:

> I'm receiving the following error when starting Apache with the RT
> virtual host applied to the conf file:-
>
> [Mon Sep 08 09:45:06 2003] [error] Bareword "REDIRECT" not allowed while
> "strict subs" in use at
> /opt/SYSperl5.8/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm
> line 188. BEGIN not safe after errors--compilation aborted at
> /opt/SYSperl5.8/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm
> line 197. Compilation failed in require at /opt/rt3/bin/webmux.pl line 45.
> BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 51.
> Compilation failed in require at (eval 3) line 1.
> [Mon Sep 08 09:45:06 2003] [error] Can't load Perl file:
> /opt/rt3/bin/webmux.pl for server <HOST>0, exiting...
>
> Whilst this appears to be an issue with Mason, I'm wondering wether it is
> a common occurrence that I've not been able to find so far.
>
> The spec is:-
>
> rt-3-0-4
> HTML-Mason-1.22
> mod_perl-1.99_09
> MySQL 4.0.13
>
> Daryl
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



Daryl Field
GX Networks




From alesh at sportina.si  Wed Sep 17 02:56:10 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Wed, 17 Sep 2003 08:56:10 +0200
Subject: [rt-users] First install-no web login screen
In-Reply-To: <012401c37cc0$3d617cb0$8704a8c0@testing>
Message-ID: <000401c37ce8$c9c391c0$4801a8c0@OMNIBOOK>

Tried perl rt-test-dependencies --with-mysql --with-fastcgi --install?!?

A.

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Brian Zammit
Sent: Wednesday, September 17, 2003 4:06 AM
To: 'RT'
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] First install-no web login screen


The only strange things that come up are the following. Is there rpm's
to cover these missing packages? What is the recommended way of updating
Perl modules on a RedHat 9 system?

CORE dependencies:
        Digest::MD5 2.27...MISSING
                Digest::MD5 version 2.27 required--this is only version
2.20 at (eval 45) line 2.
        DBI 1.37...MISSING
                DBI version 1.37 required--this is only version 1.32 at
(eval 46) line 2.

Brian.

>-----Original Message-----
>From: RT [mailto:RT at InterCept.Net] 
>Sent: September 16, 2003 9:27 AM
>To: bzammit at systemsaligned.com
>Cc: rt-users at lists.fsck.com
>Subject: RE: [rt-users] First install-no web login screen
>
>
>In your extracted rt folder go into the sbin folder and run 
>
>perl rt-test-dependencies --with-mysql --with-fastcgi
>
>and see if there are any missing requirements.
>
>Michael
>
>-----Original Message-----
>From: Brian Zammit [mailto:bzammit at systemsaligned.com] 
>Posted At: Monday, September 15, 2003 9:58 PM
>Posted To: RT
>Conversation: [rt-users] First install-no web login screen
>Subject: RE: [rt-users] First install-no web login screen
>
>I did restart apache, but still no go. I ended up replacing 
>mod_cgi with fast cgi, and I at least get the login screen 
>now. No graphics, I can't do anything past logging in as the 
>root user, and the following messages in the logs (Is there a 
>recommended, proven, way of installing RT on
>RH9???):
>
>This is coming up in the apache error logs:
>
>[Mon Sep 15 13:33:09 2003] [error] [client 192.168.0.100] 
>FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Your 
>component path
>(/opt/rt3/share/html/User/Prefs.html) matches a real file on 
>disk (/opt/rt3/share/html/User/Prefs.html).  Have you read 
>about the component root in the Administrator's Manual 
>(HTML::Mason::Admin)? at 
>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Resolver/File.pm line 93.
>
>
>
>> Virtual hosts section of /etc/httpd/conf/httpd.conf: <VirtualHost
>> *:80>
>>         ServerName support.systemsaligned.com:80
>>
>>         DocumentRoot /opt/rt3/share/html/
>>         AddDefaultCharset UTF-8
>>
>>         Alias /error /var/www/error
>>         Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images
>>
>>         <IfModule mod_fastcgi.c>
>>                 AddHandler fastcgi-script fcgi
>>                 FastCgiIpcDir /tmp/rt-fcgi
>>                 FastCgiServer /opt/rt3/bin/mason_handler.fcgi
>> -idle-timeout 3600
>>                 ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>>         </IfModule>
>> </VirtualHost>
>
>>-----Original Message-----
>>From: rt-users-admin at lists.fsck.com
>>[mailto:rt-users-admin at lists.fsck.com] On Behalf Of RT
>>Sent: September 15, 2003 8:41 AM
>>To: bzammit at systemsaligned.com
>>Cc: rt-users at lists.fsck.com
>>Subject: RE: [rt-users] First install-no web login screen
>>
>>
>>Paste your virtual server settings from httpd.conf... and did
>>you restart apache by chance? Gotta ask
>>
>>Michael
>>
>>-----Original Message-----
>>From: Brian Zammit [mailto:bzammit at systemsaligned.com]
>>Posted At: Sunday, September 14, 2003 7:04 AM
>>Posted To: RT
>>Conversation: [rt-users] First install-no web login screen
>>Subject: [rt-users] First install-no web login screen
>>
>>Hello,
>>
>>I get this message in the browser when trying to hit the
>>machine name with rt running:
>>
>>----
>>Bad request!
>>
>>    Your browser (or proxy) sent a request that this server
>>could not understand. 
>>
>>    If you think this is a server error, please contact the webmaster
>>
>>Error 400
>>----
>>
>>System is RedHat 9.0, installed all Perl modules available on
>>RHN, then ran perl sbin/rt-test-dependencies --with-mysql 
>>--with-modperl2.
>
>
>
>> Clicking "preferences" in the admin web page gives a url of 
>> 
>"http://support.systemsaligned.com/opt/rt3/share/html/User/Prefs.html"
>> ,
>> and an error of:
>>
>> System error
>> error:  	could not find component for initial path
>> '/opt/rt3/share/html/User/Prefs.html/index.html'
>> context:
>> ...
>> 160:  	die "Cannot make alias without caller"
>> 161:  	unless defined $Exception::Class::Caller;
>> 162:
>> 163:  	no strict 'refs';
>> 164:  	*{"$Exception::Class::Caller\::$alias"} = sub {
>> $subclass->throw(@_) };
>> 165:  	}
>> 166:
>> 167:  	eval $code;
>> 168:
>> ...
>> code stack:  	
>/usr/lib/perl5/site_perl/5.8.0/Exception/Class.pm:164
>> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:226
>> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166
>> g /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265
>> g /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343
>> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213
>> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:207
>> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:89
>> g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:72
>> g /opt/rt3/bin/mason_handler.fcgi:53
>> g
>> raw error
>>
>> ---
>>
>> Clicking on "raw error" gives:
>>
>> could not find component for initial path 
>> '/opt/rt3/share/html/User/Prefs.html/index.html'
>>
>>
>> Trace begun at 
>/usr/lib/perl5/site_perl/5.8.0/Exception/Class.pm line 
>> 164 Exception::Class::__ANON__('could not find component for initial 
>> path
>> \'/opt/rt3/share/html/User/Prefs.html/index.html\'^J') called at 
>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 226 eval 
>> {...}('could not find component for initial path
>> \'/opt/rt3/share/html/User/Prefs.html/index.html\'^J') called at 
>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 186 
>> 
>HTML::Mason::Request::_initialize('HTML::Mason::Request::CGI=HASH(0x8c
>> c8
>> 81c)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm
>> line 166
>> HTML::Mason::Request::new('HTML::Mason::Request::CGI', 'error_mode',
>> 'output', 'error_format', 'html', 'cgi_request',
>> 'HTML::Mason::FakeApache=HASH(0x88e0010)', 'out_method',
>> 'SCALAR(0x8e58260)', 'interp', 'HTML::Mason::Interp=HASH(0x8f46f20)',
>> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
>> 'ARRAY(0x92a502c)') called at
>> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 265
>> Class::Container::call_method('HTML::Mason::Interp=HASH(0x8f46f20)',
>> 'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0x8f46f20)',
>> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
>> 'ARRAY(0x92a502c)') called at
>> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 343
>>
>Class::Container::create_delayed_object('HTML::Mason::Interp=HA
>SH(0x8f46
>> f20)', 'request', 'interp', 'HTML::Mason::Interp=HASH(0x8f46f20)',
>> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
>> 'ARRAY(0x92a502c)') called at
>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 213
>>
>HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0x8
>f46f20)',
>> 'comp', '/opt/rt3/share/html/User/Prefs.html/index.html', 'args',
>> 'ARRAY(0x92a502c)') called at
>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 207
>> HTML::Mason::Interp::exec(undef, undef) called at
>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 89
>> eval {...}(undef, undef) called at
>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 89
>>
>HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH
>(0x8905f7
>> 8)', 'HASH(0x9241a50)') called at
>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 72
>>
>HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHan
>dler=HASH
>> (0x8905f78)', 'CGI::Fast=HASH(0x8cbea78)') called at
>> /opt/rt3/bin/mason_handler.fcgi line 53
>> eval {...}('HTML::Mason::CGIHandler=HASH(0x8905f78)',
>> 'CGI::Fast=HASH(0x8cbea78)') called at 
>/opt/rt3/bin/mason_handler.fcgi
>> line 53
>> ---
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.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 emile at exinet.co.za  Wed Sep 17 04:20:12 2003
From: emile at exinet.co.za (Emile Coetzee)
Date: Wed, 17 Sep 2003 10:20:12 +0200
Subject: [rt-users] Bulk Resolve with Comment Issue - RT 3.0.4
Message-ID: <00a101c37cf4$84aab3f0$c80110ac@emile>

When you do a bulk update resolving x tickets, and you add a comment/reply
to each ticket. RT resolves the tickets then adds the comment which then
opens the ticket again. Is this normal behaviour?

Regards
Emile




From hwagener at hamburg.fcb.com  Wed Sep 17 05:10:49 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 17 Sep 2003 11:10:49 +0200
Subject: [rt-users] Standard RT Reporting and Statistics
In-Reply-To: <20030916203305.16455.qmail@web13113.mail.yahoo.com>
References: <20030916203305.16455.qmail@web13113.mail.yahoo.com>
Message-ID: <D49B6C14-E8EE-11D7-9517-003065DC18B8@hamburg.fcb.com>

On Dienstag, 16. September 2003, at 22:33Uhr, Joseph Spenner wrote:

> I'm using RT2, therefore limited to the RT2 stats from
> the URL below.  Simple enough to install, but the
> graphs don't work.  I get a broken link which attempts
> to go to:
>
> http://my.rtbox//chart? 
> type=bars&x_labels=[Sun,Mon,Tue,Wed,Thu,Fri,Sat]&data1=[,66,50,50,21,50 
> 0,]&data2=[16,169,211,229,170,144,18]&data3=[,16,36,31,15,42,]
>
> What is the stats package trying to find?
>
>

You are probably missing a script alias from /chart to  
Apache::GD::Graph. Do You have the following for Your rt vhost?

   <Location /chart>
         <IfModule mod_perl.c>
             SetHandler perl-script
             PerlHandler +Apache::GD::Graph
         </IfModule>
     </Location>

You also need, Apache::GD::Graph, hence GD::Graph, hence libgd  
installed and working for RT2. The statistics package for RT2 only  
works if You use mod_perl.

Regards,
     Harald



From hari at usva.artofliving.org  Wed Sep 17 09:06:36 2003
From: hari at usva.artofliving.org (Hariharan)
Date: Wed, 17 Sep 2003 09:06:36 -0400 (EDT)
Subject: [rt-users] rt2-to-rt3 upgrade problem
Message-ID: <17651.129.33.49.251.1063803996.squirrel@webmail.artofliving.org>

Hello

I am using the latest rt2-to-rt3 tool, and my RT3 version is: 3-0-5.

While upgrading the rt2-to-dumpfile proceeds well, but using
dumpfile-to-rt-3.0 errors out like this:


Storable binary image v2.4 more recent than I am (v1.0) at
blib/lib/Storable.pm (autosplit into blib/lib/auto/Storable/retrieve.al)
line 203, at ./dumpfile-to-rt-3.0 line 489
Ticket files could not be loaded at (eval 1813) line 1.

Wonder where I should look for solving this.

Thanks
Hari


Hariharan Gopalan
203, Hampton Lee Ct., 2B
Cary, NC 27513
Ph: 919 677 9447





From cubic at acronis.ru  Wed Sep 17 09:38:07 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 17 Sep 2003 17:38:07 +0400
Subject: [rt-users] rt2-to-rt3 upgrade problem
In-Reply-To: <17651.129.33.49.251.1063803996.squirrel@webmail.artofliving.org>
References: <17651.129.33.49.251.1063803996.squirrel@webmail.artofliving.org>
Message-ID: <3F6863BF.4060608@acronis.ru>

You are trying to dump on one machine and then restore on another. Am I 
right?
If so you've got different Storable versions which are binary incompatible.
perldoc Storable
workarounds:
1) do dump-to-rt3 on the same computer where you've done rt2-to-dump
2) Upgrade Storable to same version on both

    Good luck. Ruslan.
Hariharan wrote:

>Hello
>
>I am using the latest rt2-to-rt3 tool, and my RT3 version is: 3-0-5.
>
>While upgrading the rt2-to-dumpfile proceeds well, but using
>dumpfile-to-rt-3.0 errors out like this:
>
>
>Storable binary image v2.4 more recent than I am (v1.0) at
>blib/lib/Storable.pm (autosplit into blib/lib/auto/Storable/retrieve.al)
>line 203, at ./dumpfile-to-rt-3.0 line 489
>Ticket files could not be loaded at (eval 1813) line 1.
>
>Wonder where I should look for solving this.
>
>Thanks
>Hari
>
>
>Hariharan Gopalan
>203, Hampton Lee Ct., 2B
>Cary, NC 27513
>Ph: 919 677 9447
>
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.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  Wed Sep 17 10:18:00 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Wed, 17 Sep 2003 16:18:00 +0200
Subject: [rt-users] RT 3.0.5 - in the logs - Can't locate object method "_RecordCache" via package "RT::Handle"
Message-ID: <000f01c37d26$846d7120$4801a8c0@OMNIBOOK>

Did anyone ran into this yet with RT 3.0.5?
I've upgraded from 3.0.5pre3 to 3.0.5 yesterday and I have this in apache's
logs:

[Wed Sep 17 16:08:09 2003] [error] Can't locate object method "_RecordCache"
via package "RT::Handle" at 
/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record/Cachable.pm line
188.

The user gets 500 Internal server error.

This happens from time to time... while clicking on a ticket, to display it,
or going to the main page.

Running with apache 1.3.28, mod_perl1, mysql4.

perl sbin/rt-test-dependencies --with-mysql --with-modperl1 

returns everything OK.

Searching the mailing list didn't return me any hits...

Thanks in advance,
Ale?




From hari at usva.artofliving.org  Wed Sep 17 10:31:36 2003
From: hari at usva.artofliving.org (Hariharan)
Date: Wed, 17 Sep 2003 10:31:36 -0400 (EDT)
Subject: [rt-users] rt2-to-rt3 upgrade problem
Message-ID: <61793.129.33.49.251.1063809096.squirrel@webmail.artofliving.org>

Thanks Ruslan

You are absolutely right!! smart work!

I did upgrade the storable.pm on the rt2 server and then did a dump,
still the same problem, wonder if I should be restarting the server???,
but that does not sound logical, rt2-to-dumpfile should not care about
the
webserver...

how can I check what location / version of storable.pm rt2-to-dumpfile
is using??

Thanks again for the help
Hari

<quote who="Ruslan U. Zakirov">
> You are trying to dump on one machine and then restore on another. Am
> I
right?
> If so you've got different Storable versions which are binary
> incompatible. perldoc Storable
> workarounds:
> 1) do dump-to-rt3 on the same computer where you've done rt2-to-dump
> 2)
Upgrade Storable to same version on both
>
>     Good luck. Ruslan.
> Hariharan wrote:
>
>>Hello
>>
>>I am using the latest rt2-to-rt3 tool, and my RT3 version is: 3-0-5.
>>
>>While upgrading the rt2-to-dumpfile proceeds well, but using
>>dumpfile-to-rt-3.0 errors out like this:
>>
>>
>>Storable binary image v2.4 more recent than I am (v1.0) at
>>blib/lib/Storable.pm (autosplit into
>> blib/lib/auto/Storable/retrieve.al) line 203, at ./dumpfile-to-rt-3.0
line 489
>>Ticket files could not be loaded at (eval 1813) line 1.
>>
>>Wonder where I should look for solving this.
>>
>>Thanks
>>Hari
>>
>>
>>Hariharan Gopalan
>>203, Hampton Lee Ct., 2B
>>Cary, NC 27513
>>Ph: 919 677 9447
>>
>>
>>
>>_______________________________________________
>>rt-users mailing list
>>rt-users at lists.fsck.com
>>http://lists.fsck.com/mailman/listinfo/rt-users
>>
>>Have you read the FAQ? The RT FAQ Manager lives at
>> http://fsck.com/rtfm
>>


Hariharan Gopalan
203, Hampton Lee Ct., 2B
Cary, NC 27513
Ph: 919 677 9447


Hariharan Gopalan
203, Hampton Lee Ct., 2B
Cary, NC 27513
Ph: 919 677 9447





From cubic at acronis.ru  Wed Sep 17 11:24:49 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 17 Sep 2003 19:24:49 +0400
Subject: [rt-users] rt2-to-rt3 upgrade problem
In-Reply-To: <61793.129.33.49.251.1063809096.squirrel@webmail.artofliving.org>
References: <61793.129.33.49.251.1063809096.squirrel@webmail.artofliving.org>
Message-ID: <3F687CC1.8070505@acronis.ru>

Hariharan wrote:

>Thanks Ruslan
>
>You are absolutely right!! smart work!
>
>I did upgrade the storable.pm on the rt2 server and then did a dump,
>
Sorry, but I've done misstake. Your rt3 server know only v1.0 Storable 
format when your rt2 have Storable that use v2.4

>still the same problem, wonder if I should be restarting the server???,
>but that does not sound logical, rt2-to-dumpfile should not care about
>the
>webserver...
>
You don't need to restart web server

>
>how can I check what location / version of storable.pm rt2-to-dumpfile
>is using??
>
You could know Storable version with this command:
perl -e 'use Storable; print Storable->VERSION."\n";'

>
>Thanks again for the help
>Hari
>
><quote who="Ruslan U. Zakirov">
>  
>
>>You are trying to dump on one machine and then restore on another. Am
>>I
>>    
>>
>right?
>  
>
>>If so you've got different Storable versions which are binary
>>incompatible. perldoc Storable
>>workarounds:
>>1) do dump-to-rt3 on the same computer where you've done rt2-to-dump
>>2)
>>    
>>
>Upgrade Storable to same version on both
>  
>
>>    Good luck. Ruslan.
>>Hariharan wrote:
>>
>>    
>>
>>>Hello
>>>
>>>I am using the latest rt2-to-rt3 tool, and my RT3 version is: 3-0-5.
>>>
>>>While upgrading the rt2-to-dumpfile proceeds well, but using
>>>dumpfile-to-rt-3.0 errors out like this:
>>>
>>>
>>>Storable binary image v2.4 more recent than I am (v1.0) at
>>>blib/lib/Storable.pm (autosplit into
>>>blib/lib/auto/Storable/retrieve.al) line 203, at ./dumpfile-to-rt-3.0
>>>      
>>>
>line 489
>  
>
>>>Ticket files could not be loaded at (eval 1813) line 1.
>>>
>>>Wonder where I should look for solving this.
>>>
>>>Thanks
>>>Hari
>>>
>>>
>>>Hariharan Gopalan
>>>203, Hampton Lee Ct., 2B
>>>Cary, NC 27513
>>>Ph: 919 677 9447
>>>
>>>
>>>
>>>_______________________________________________
>>>rt-users mailing list
>>>rt-users at lists.fsck.com
>>>http://lists.fsck.com/mailman/listinfo/rt-users
>>>
>>>Have you read the FAQ? The RT FAQ Manager lives at
>>>http://fsck.com/rtfm
>>>
>>>      
>>>
>
>
>Hariharan Gopalan
>203, Hampton Lee Ct., 2B
>Cary, NC 27513
>Ph: 919 677 9447
>
>
>Hariharan Gopalan
>203, Hampton Lee Ct., 2B
>Cary, NC 27513
>Ph: 919 677 9447
>
>
>
>  
>




From hari at usva.artofliving.org  Wed Sep 17 12:10:16 2003
From: hari at usva.artofliving.org (Hariharan)
Date: Wed, 17 Sep 2003 12:10:16 -0400 (EDT)
Subject: [rt-users] rt2-to-rt3 upgrade problem
Message-ID: <57273.129.33.49.251.1063815016.squirrel@webmail.artofliving.org>

Hi Ruslan

Splendid! thanks a bunch, this worked like a charm!!

Another quick quesion, if I run rt2-to-dumpfile for getting the
incremental tickets, and if there are tickets overlapping, will it cause
problems?

Thanks again
Hari

<quote who="Ruslan U. Zakirov">
> Hariharan wrote:
>
>>Thanks Ruslan
>>
>>You are absolutely right!! smart work!
>>
>>I did upgrade the storable.pm on the rt2 server and then did a dump,
>>
> Sorry, but I've done misstake. Your rt3 server know only v1.0 Storable
> format when your rt2 have Storable that use v2.4
>
>>still the same problem, wonder if I should be restarting the
>> server???,
>> but that does not sound logical, rt2-to-dumpfile should not care
>> about the
>>webserver...
>>
> You don't need to restart web server
>
>>
>>how can I check what location / version of storable.pm rt2-to-dumpfile
>> is using??
>>
> You could know Storable version with this command:
> perl -e 'use Storable; print Storable->VERSION."\n";'
>
>>
>>Thanks again for the help
>>Hari
>>
>><quote who="Ruslan U. Zakirov">
>>
>>
>>>You are trying to dump on one machine and then restore on another. Am
>>> I
>>>
>>>
>>right?
>>
>>
>>>If so you've got different Storable versions which are binary
>>>incompatible. perldoc Storable
>>>workarounds:
>>>1) do dump-to-rt3 on the same computer where you've done rt2-to-dump
>>> 2)
>>>
>>>
>>Upgrade Storable to same version on both
>>
>>
>>>    Good luck. Ruslan.
>>>Hariharan wrote:
>>>
>>>
>>>
>>>>Hello
>>>>
>>>>I am using the latest rt2-to-rt3 tool, and my RT3 version is: 3-0-5.
>>>>
>>>>While upgrading the rt2-to-dumpfile proceeds well, but using
>>>>dumpfile-to-rt-3.0 errors out like this:
>>>>
>>>>
>>>>Storable binary image v2.4 more recent than I am (v1.0) at
>>>>blib/lib/Storable.pm (autosplit into
>>>>blib/lib/auto/Storable/retrieve.al) line 203, at
>>>> ./dumpfile-to-rt-3.0
>>>>
>>>>
>>line 489
>>
>>
>>>>Ticket files could not be loaded at (eval 1813) line 1.
>>>>
>>>>Wonder where I should look for solving this.
>>>>
>>>>Thanks
>>>>Hari
>>>>
>>>>
>>>>Hariharan Gopalan
>>>>203, Hampton Lee Ct., 2B
>>>>Cary, NC 27513
>>>>Ph: 919 677 9447
>>>>
>>>>
>>>>
>>>>_______________________________________________
>>>>rt-users mailing list
>>>>rt-users at lists.fsck.com
>>>>http://lists.fsck.com/mailman/listinfo/rt-users
>>>>
>>>>Have you read the FAQ? The RT FAQ Manager lives at
>>>>http://fsck.com/rtfm
>>>>
>>>>
>>>>
>>
>>
>>Hariharan Gopalan
>>203, Hampton Lee Ct., 2B
>>Cary, NC 27513
>>Ph: 919 677 9447
>>
>>
>>Hariharan Gopalan
>>203, Hampton Lee Ct., 2B
>>Cary, NC 27513
>>Ph: 919 677 9447
>>
>>
>>
>>
>>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at
> http://fsck.com/rtfm


Hariharan Gopalan
203, Hampton Lee Ct., 2B
Cary, NC 27513
Ph: 919 677 9447





From rirving at onecall.net  Wed Sep 17 12:35:41 2003
From: rirving at onecall.net (Richard Irving)
Date: Wed, 17 Sep 2003 11:35:41 -0500
Subject: [rt-users] Getting closer
In-Reply-To: <w52isnsixug.fsf@lame.message.id>
References: <1063639405.2632.9.camel@rezo.int-evry.fr>	<w52ad96j7ts.fsf@lame.message.id>	<1063659184.2733.4.camel@rezo.int-evry.fr> <w52isnsixug.fsf@lame.message.id>
Message-ID: <3F688D5D.9070804@onecall.net>

On that Redhat 9 build:

  Getting closer....
    Red Hat 9.
    mysql 4.0.14
    RT 3.0.5
    Apache 1.3.28 - recompiled system
    mod-perl 1.28 - recompiled system  EVERYTHING=1
    CPAN 1.76

   I had to download and install the source code,
    and custom compile most everything to get it into
   the correct configuration.

  But, alas, rt_user identity still fighting me...
This used to be a config.pm problem,
any ideas on 3.0.5 ?

  DBI connect('dbname=rt3;host=rtserver.antient.org','rt_user',...)
failed: Access denied for user: 'rt_user at rtserver.antient.org' (Using password: YES)
at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 132
[Wed Sep 17 11:30:59 2003] [error] Connect Failed Access denied for user: 'rt_user at rtserver.antient.org'
  (Using password: YES)
  at /opt/rt3/lib/RT.pm line 149






From cgibbons at du.edu  Wed Sep 17 12:56:42 2003
From: cgibbons at du.edu (Carl Gibbons)
Date: Wed, 17 Sep 2003 10:56:42 -0600
Subject: [rt-users] Poor performance in upgrade from RT2 to RT3
In-Reply-To: <Pine.OSF.4.33.0308262244370.115961-100000@odin.cair.du.edu>
References: <Pine.OSF.4.33.0308262244370.115961-100000@odin.cair.du.edu>
Message-ID: <3F68924A.8080803@du.edu>

Thanks for the replies. I have since upgraded to RT 3.0.5, and I have 
tuned a few more things in postgresql.conf.  Still very slow.  I set the 
following in postgresql.conf:

log_statement = true
log_duration = true
log_timestamp = true

to reveal the inefficient RT3 query, copied below. I suspect that some 
"create index..." hacking might improve this horrible query, but I'm not 
a DBA and I don't know how to analyze this one. Would somebody on this 
list please help me figure out what to do about this?

- Carl

2003-09-17 16:19:16 LOG:  query: SELECT DISTINCT main.* FROM Tickets 
main , Groups Groups_1, Principals Principals_2, CachedGroupMembers 
CachedGroupMembers_3, Users Users_4  WHERE ((main.EffectiveId = 
main.id)) AND ((main.Type = 'ticket')) AND ( (  ( 
(lower(Users_4.EmailAddress) = 'cgibbons at du.edu')AND(Groups_1.Domain = 
'RT::Ticket-Role')AND(Groups_1.Type = 
'Requestor')AND(Principals_2.PrincipalType = 'Group') )  ) AND ( 
(main.Status = 'new')OR(main.Status = 'open') ) )  AND main.id = 
Groups_1.Instance  AND Groups_1.id = Principals_2.ObjectId  AND 
Principals_2.id = CachedGroupMembers_3.GroupId  AND 
CachedGroupMembers_3.MemberId = Users_4.id  ORDER BY main.Priority DESC 
LIMIT 10
2003-09-17 16:20:27 LOG:  duration: 71.308111 sec

About a couple of weeks ago, Carl Gibbons wrote:

>I am trying to migrate an 8,000+ ticket system.
>
>Existing system:
>  Red Hat 7.1
>  perl 5.6.0 installed from RPMs
>  RT 2.0.13
>  Apache 1.3.23/mod_perl 1.23
>  PostgreSQL 7.1.3, installed from RPMs
>New system:
>  Red Hat ES 2.1
>  perl 5.8.0 (compiled from source)
>  RT  3.0.4
>  Apache 1.3.28/mod_perl 1.28
>  PostgreSQL 7.3.4, compiled from source
>
>Both systems are dual-processor 700MHz PIII with 1024MB RAM.
>(I'm not sure, but I think both have the same SCSI disk and
>RAID configuration, too.) The rt2-to-rt3-v1.20 tool successfully
>moved users and tickets from the existing system to the new one.
>
>Logging into the RT2 system and clicking on "Home" to display the
>"25 highest priority tickets I own" takes a fraction of a second.
>
>Logging into the RT3 system and clicking on "Home" to display the
>"10 highest priority tickets I own" takes about 50 seconds.
>
>Running "top" on the new RT3 system while I click on "Home" shows
>that a PostgreSQL "postmaster" process pegs one of the CPUs at 99%
>throughout those 50 seconds.
>
>(I tried increasing the shared_buffers parameter in postgresql.conf,
>but it did not help.) Any ideas on how to make RT3 give me the
>fraction-of-a-second response to which I am accustomed?
>
>-- Carl Gibbons, Network Security Engineer, University of Denver
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.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 hari at usva.artofliving.org  Wed Sep 17 13:18:30 2003
From: hari at usva.artofliving.org (Hariharan)
Date: Wed, 17 Sep 2003 13:18:30 -0400 (EDT)
Subject: [rt-users] Addons
Message-ID: <55799.129.33.49.251.1063819110.squirrel@webmail.artofliving.org>

Wonder how an addon should be added to an RT3 installation, I downloaded
the statistics package, but this does not have any instructions....

any help would be welcome
thanks
Hari




From wesley.sheldahl at ihigh.com  Wed Sep 17 13:24:41 2003
From: wesley.sheldahl at ihigh.com (wesley.sheldahl at ihigh.com)
Date: Wed, 17 Sep 2003 13:24:41 -0400
Subject: [rt-users] Poor performance in upgrade from RT2 to RT3
Message-ID: <356B4F7FF37DD3119247009027D3B28903214317@jocks.ihigh.com>

First, run that query inside of psql, then run the same query with EXPLAIN
ANALYZE added to the front; it should look like:
EXPLAIN ANALYZE SELECT DISTINCT main.* FROM Tickets main ....

with the rest the same. The output should suggest which parts of the query
are taking longest, which indexes are being used (if any), and so on.
Indexing fields that are used in WHERE and ORDER BY clauses generally makes
SELECT statements faster. 

If you need more detailed query analysis after doing that, I would post the
query and the output from EXPLAIN ANALYZE to the postgresql users mailing
list. They'll be able to make more specific suggestions based on that
information.

-- 
Wes Sheldahl
iHigh NetOps 

-----Original Message-----
From: Carl Gibbons [mailto:cgibbons at du.edu]
Sent: Wednesday, September 17, 2003 12:57 PM
To: rt-users at lists.fsck.com
Cc: bshafer at du.edu
Subject: Re: [rt-users] Poor performance in upgrade from RT2 to RT3


Thanks for the replies. I have since upgraded to RT 3.0.5, and I have 
tuned a few more things in postgresql.conf.  Still very slow.  I set the 
following in postgresql.conf:

log_statement = true
log_duration = true
log_timestamp = true

to reveal the inefficient RT3 query, copied below. I suspect that some 
"create index..." hacking might improve this horrible query, but I'm not 
a DBA and I don't know how to analyze this one. Would somebody on this 
list please help me figure out what to do about this?

- Carl

2003-09-17 16:19:16 LOG:  query: SELECT DISTINCT main.* FROM Tickets 
main , Groups Groups_1, Principals Principals_2, CachedGroupMembers 
CachedGroupMembers_3, Users Users_4  WHERE ((main.EffectiveId = 
main.id)) AND ((main.Type = 'ticket')) AND ( (  ( 
(lower(Users_4.EmailAddress) = 'cgibbons at du.edu')AND(Groups_1.Domain = 
'RT::Ticket-Role')AND(Groups_1.Type = 
'Requestor')AND(Principals_2.PrincipalType = 'Group') )  ) AND ( 
(main.Status = 'new')OR(main.Status = 'open') ) )  AND main.id = 
Groups_1.Instance  AND Groups_1.id = Principals_2.ObjectId  AND 
Principals_2.id = CachedGroupMembers_3.GroupId  AND 
CachedGroupMembers_3.MemberId = Users_4.id  ORDER BY main.Priority DESC 
LIMIT 10
2003-09-17 16:20:27 LOG:  duration: 71.308111 sec

About a couple of weeks ago, Carl Gibbons wrote:

>I am trying to migrate an 8,000+ ticket system.
>
>Existing system:
>  Red Hat 7.1
>  perl 5.6.0 installed from RPMs
>  RT 2.0.13
>  Apache 1.3.23/mod_perl 1.23
>  PostgreSQL 7.1.3, installed from RPMs
>New system:
>  Red Hat ES 2.1
>  perl 5.8.0 (compiled from source)
>  RT  3.0.4
>  Apache 1.3.28/mod_perl 1.28
>  PostgreSQL 7.3.4, compiled from source
>
>Both systems are dual-processor 700MHz PIII with 1024MB RAM.
>(I'm not sure, but I think both have the same SCSI disk and
>RAID configuration, too.) The rt2-to-rt3-v1.20 tool successfully
>moved users and tickets from the existing system to the new one.
>
>Logging into the RT2 system and clicking on "Home" to display the
>"25 highest priority tickets I own" takes a fraction of a second.
>
>Logging into the RT3 system and clicking on "Home" to display the
>"10 highest priority tickets I own" takes about 50 seconds.
>
>Running "top" on the new RT3 system while I click on "Home" shows
>that a PostgreSQL "postmaster" process pegs one of the CPUs at 99%
>throughout those 50 seconds.
>
>(I tried increasing the shared_buffers parameter in postgresql.conf,
>but it did not help.) Any ideas on how to make RT3 give me the
>fraction-of-a-second response to which I am accustomed?
>
>-- Carl Gibbons, Network Security Engineer, University of Denver
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>  
>


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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
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From RT at InterCept.Net  Wed Sep 17 13:25:48 2003
From: RT at InterCept.Net (RT)
Date: Wed, 17 Sep 2003 13:25:48 -0400
Subject: [rt-users] Getting closer
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B767@icptex02.corp.icpt.net>

It's your db and your hosts file, your rt_user account in mysql is
probably rt_user at localhost not rt_user at rtserver.antient.org. 

Go into mysql and do a select * from user;

You should see where the account is able to login from. You will have to
add rt_user at yourservername 

Michael


-----Original Message-----
From: Richard Irving [mailto:rirving at onecall.net] 
Posted At: Wednesday, September 17, 2003 12:36 PM
Posted To: RT
Conversation: [rt-users] Getting closer
Subject: [rt-users] Getting closer

On that Redhat 9 build:

  Getting closer....
    Red Hat 9.
    mysql 4.0.14
    RT 3.0.5
    Apache 1.3.28 - recompiled system
    mod-perl 1.28 - recompiled system  EVERYTHING=1
    CPAN 1.76

   I had to download and install the source code,
    and custom compile most everything to get it into
   the correct configuration.

  But, alas, rt_user identity still fighting me...
This used to be a config.pm problem,
any ideas on 3.0.5 ?

  DBI connect('dbname=rt3;host=rtserver.antient.org','rt_user',...)
failed: Access denied for user: 'rt_user at rtserver.antient.org' (Using
password: YES)
at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 132
[Wed Sep 17 11:30:59 2003] [error] Connect Failed Access denied for
user: 'rt_user at rtserver.antient.org'
  (Using password: YES)
  at /opt/rt3/lib/RT.pm line 149




_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 InterCept.Net  Wed Sep 17 13:30:46 2003
From: RT at InterCept.Net (RT)
Date: Wed, 17 Sep 2003 13:30:46 -0400
Subject: [rt-users] Addons
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25958A@icptex02.corp.icpt.net>

Grab it from here 
http://www.tzi.de/~hollow/Statistics3.tgz

make sure you have the pre-req's in the readme file

extract the contents and move the Statistics folder to
/opt/rt3/share/html

add the following to your /opt/rt3/share/html/Elements/tab file
underneath the last letter.

				   Z => { title => 'Statistics',
                           path =>  'Statistics/index.html'
                         },

Michael

-----Original Message-----
From: Hariharan [mailto:hari at usva.artofliving.org] 
Posted At: Wednesday, September 17, 2003 1:19 PM
Posted To: RT
Conversation: [rt-users] Addons
Subject: [rt-users] Addons

Wonder how an addon should be added to an RT3 installation, I downloaded
the statistics package, but this does not have any instructions....

any help would be welcome
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 jesse at bestpractical.com  Wed Sep 17 13:52:41 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 17 Sep 2003 13:52:41 -0400
Subject: [rt-users] Poor performance in upgrade from RT2 to RT3
In-Reply-To: <3F68924A.8080803@du.edu>
References: <Pine.OSF.4.33.0308262244370.115961-100000@odin.cair.du.edu> <3F68924A.8080803@du.edu>
Message-ID: <20030917175241.GR30655@fsck.com>



On Wed, Sep 17, 2003 at 10:56:42AM -0600, Carl Gibbons wrote:
> Thanks for the replies. I have since upgraded to RT 3.0.5, and I have 
> tuned a few more things in postgresql.conf.  Still very slow.  I set the 
> following in postgresql.conf:
> 
> log_statement = true
> log_duration = true
> log_timestamp = true
> 
> to reveal the inefficient RT3 query, copied below. I suspect that some 
> "create index..." hacking might improve this horrible query, but I'm not 
> a DBA and I don't know how to analyze this one. Would somebody on this 
> list please help me figure out what to do about this?

Ok. It appears that the fix for infinite looping in postgres with
DBIx::SearchBuilder 0.92 broke some of the optimization we do there.
:/

	Jesse


> - Carl
> 
> 2003-09-17 16:19:16 LOG:  query: SELECT DISTINCT main.* FROM Tickets 
> main , Groups Groups_1, Principals Principals_2, CachedGroupMembers 
> CachedGroupMembers_3, Users Users_4  WHERE ((main.EffectiveId = 
> main.id)) AND ((main.Type = 'ticket')) AND ( (  ( 
> (lower(Users_4.EmailAddress) = 'cgibbons at du.edu')AND(Groups_1.Domain = 
> 'RT::Ticket-Role')AND(Groups_1.Type = 
> 'Requestor')AND(Principals_2.PrincipalType = 'Group') )  ) AND ( 
> (main.Status = 'new')OR(main.Status = 'open') ) )  AND main.id = 
> Groups_1.Instance  AND Groups_1.id = Principals_2.ObjectId  AND 
> Principals_2.id = CachedGroupMembers_3.GroupId  AND 
> CachedGroupMembers_3.MemberId = Users_4.id  ORDER BY main.Priority DESC 
> LIMIT 10
> 2003-09-17 16:20:27 LOG:  duration: 71.308111 sec
-- 
http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From seph at directionless.org  Wed Sep 17 13:54:47 2003
From: seph at directionless.org (seph)
Date: Wed, 17 Sep 2003 13:54:47 -0400
Subject: [rt-users] Re: CanonicalizeAddress in RT 3.0.5 ?
In-Reply-To: <5F29693503507B4FB4032686ADF862673B5971@mtviny25.mtvi.com> (Keith
 Hochberg's message of "Tue, 16 Sep 2003 13:29:48 -0400")
References: <5F29693503507B4FB4032686ADF862673B5971@mtviny25.mtvi.com>
Message-ID: <w52znh3gv14.fsf@lame.message.id>

> I am trying to set up multiple email addresses for a user as well and
> have run into the same question.  Although I just checked the actual FAQ
> and this seems like a hypothetical example below.  Has anyone set this
> up with success?


> I searched in the list archives, I found an example (see below)  in the
> message: 
> http://lists.fsck.com/pipermail/rt-users/2003-March/012621.html

>   sub CanonicalizeAddress {

> In my RT_Config.pm, I only see this:
>
> Set($CanonicalizeEmailAddressMatch   , 'subdomain.example.com$');
> Set($CanonicalizeEmailAddressReplace , 'example.com');
>
> But I do not know what to make with this...     :=)

the CanonicalizeAddress function in Config.pm was for rt2. rt3 uses a
somewhat different method.

By default, address are run through a simple regexp replace (as quoted
above). If you need more advanced canonicalization you'll have to
overlay the function responsible. (I think it's in Interface/Email.pm,
but grep should find it)

seph


From bthauvin at clearchannel.fr  Wed Sep 17 16:42:32 2003
From: bthauvin at clearchannel.fr (THAUVIN Blaise (Dir. Informatique))
Date: Wed, 17 Sep 2003 22:42:32 +0200
Subject: [rt-users] Standard RT Reporting and Statistics
Message-ID: <5BA34116C6BBA14F9B18EAA1A0DE47EA01553B@33par-exchange.dauphin_fr.clearchannel.fr>

Hi,

This last mail from Harald helped me a lot, I now managed to get a graph, but only by manually editing the URL called :

Here are my findings :

1) As the mail says, Apache::GD::Graph is needed. The Readme file says it is not, that was the main reason why my install did not work. The README file should add the info about the Apache config file.

2) The Statistics tabs still does not appear. If I drop the "Tabs" file into my local/html directory, RT crashes with the folowing message : 32 levels deep in component stack (infinite recursive call?) (full error message pasted at the end) (RT 3.0.5 with RTFM installed. I used to see the Statistics tabs before, it may be before I installed RTFM)

3) The URL for the graph does not work :
http://hotline.dauphin-affichage.com/Statistics/CallsQueueDay/Elements/Chart?x_labels=Thu%2011,Fri%2012,Mon%2015,Tue%2016,Wed%2017&data1=9,6,10,7,3&data2=18,8,12,9,4&data3=0,0,0,1,0

I can get a correct graph if :
   a) I change the path to shorten it and replace "Chart" with "chart".
   b) I change the variables to arrays, adding [] pairs.

The URL bellow works OK
http://hotline.dauphin-affichage.com/chart?x_labels=[Thu%2011,Fri%2012,Mon%2015,Tue%2016,Wed%2017]&data1=[9,6,10,7,3]&data2=[18,8,12,9,4]&data3=[0,0,0,1,0]


I hope this can help

Blaise


-----Message d'origine-----
De : Harald Wagener [mailto:hwagener at hamburg.fcb.com]
Envoy? : mercredi 17 septembre 2003 11:11
? : rt-users at lists.fsck.com
Objet : Re: [rt-users] Standard RT Reporting and Statistics



On Dienstag, 16. September 2003, at 22:33Uhr, Joseph Spenner wrote:

> I'm using RT2, therefore limited to the RT2 stats from
> the URL below.  Simple enough to install, but the
> graphs don't work.  I get a broken link which attempts
> to go to:
>
> http://my.rtbox//chart? 
> type=bars&x_labels=[Sun,Mon,Tue,Wed,Thu,Fri,Sat]&data1=[,66,50,50,21,50 
> 0,]&data2=[16,169,211,229,170,144,18]&data3=[,16,36,31,15,42,]
>
> What is the stats package trying to find?
>
>

You are probably missing a script alias from /chart to  
Apache::GD::Graph. Do You have the following for Your rt vhost?

   <Location /chart>
         <IfModule mod_perl.c>
             SetHandler perl-script
             PerlHandler +Apache::GD::Graph
         </IfModule>
     </Location>

You also need, Apache::GD::Graph, hence GD::Graph, hence libgd  
installed and working for RT2. The statistics package for RT2 only  
works if You use mod_perl.

Regards,
     Harald
---------------------------------------------------------------------------------------------

Error message when starting RT

System error

error:  32 levels deep in component stack (infinite recursive call?)
 
context:  ...   
160:  die "Cannot make alias without caller" 
161:  unless defined $Exception::Class::Caller; 
162:   
163:  no strict 'refs'; 
164:  *{"$Exception::Class::Caller\::$alias"} = sub { $subclass->throw(@_) }; 
165:  } 
166:   
167:  eval $code; 
168:   
...   
 
code stack:  /usr/local/lib/perl5/site_perl/5.8.0/Exception/Class.pm:164
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:975
/usr/local/rt3/share/html/Elements/Callback:58
/usr/local/rt3/local/html/Elements/Tabs:52
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
...

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


From rene at realhost.dk  Wed Sep 17 17:07:21 2003
From: rene at realhost.dk (=?ISO-8859-1?Q?Realhost_I/S_-_Rene_Brask_S=F8rensen?=)
Date: Wed, 17 Sep 2003 23:07:21 +0200
Subject: [rt-users] using iso-8859-1 i main body
Message-ID: <3F68CD09.1000107@realhost.dk>

Hi All

I'm new at rt (v-3-0-3) and have som problems configuring it for use 
with danish. It's working fine everywhere but in the body of emails sent 
from the rt-system. That includes messages bodies shown in the 
"history", I config that concerns this is :

@LexiconLanguages = qw(*) unless (@LexiconLanguages);

#@EmailInputEncodings = qw(iso-8859-1) unless (@EmailInputEncodings);
@EmailInputEncodings = qw(iso-8859-1);

Set($EmailOutputEncoding , 'iso-8859-1');

I can se that the charset, from the mail-header, is utf8 and thats 
really bad.
Can anyone help, I'm really stuck here :(

Best regards

Rene Brask



From paul at linuxit.com  Wed Sep 17 17:12:20 2003
From: paul at linuxit.com (Paul McEnery)
Date: Wed, 17 Sep 2003 22:12:20 +0100
Subject: [rt-users] Ticket ID containing date
Message-ID: <001101c37d60$663026f0$cd3cfea9@paulhome>

Hi,

I am hoping that someone will be able to point me in the right direction
here. I have searched the lists and faq with little success. I have seen an
RT queue that has assigned the request id to a number that is the current
date + a unique number for example 20030917001. Is this configuration
possible via editing the RT_SiteConfig.pm file or do I need to get my hands
a little more dirty than this? I am using v3.0.4.

If I could have a little advice on achieving this, it would be much
appreciated.

TIA
Paul




From russell at ccie.org.uk  Wed Sep 17 17:45:44 2003
From: russell at ccie.org.uk (Russell Heilling)
Date: Wed, 17 Sep 2003 22:45:44 +0100
Subject: [rt-users] problems with login after upgrade to mysql 4.x and RT 3.0.5
In-Reply-To: <20030916105333.GB6752@bela.homeunix.net>
References: <000701c37750$ef005010$0d14140a@ad.serreyn.com> <20030916105333.GB6752@bela.homeunix.net>
Message-ID: <20030917214543.GA10435@bela.homeunix.net>

D'oh.

Turns out my problem was actually due to a local customisation 
overriding the standard /Elements/Callback file...  After removing the 
customised file I can go back to using the standard autohandler.

Sorry all :(

Russell

On Tue, Sep 16, 2003 at 11:53:33AM +0100, Russell Heilling wrote:
> On Tue, Sep 09, 2003 at 11:06:38PM -0500, Ted Serreyn wrote:
> > Was working for 3.0.4 and mysql 3.X, but now I get a login screen, type
> > username and password, and get the login screen again.  No errors in http
> > logs, no idea why rt is not logging any debugging information.
> > 
> > Anyone want to give me a short primer in troubleshooting RT?
>  
> I've just upgraded from rt 3.0.5pre2 to 3.0.5 and am seeing the same 
> issue.
> 
> I am running Apache/1.3.26 with mod_perl, Postgresql 7.2.2.
> 
> test-dependencies runs clean, mail to the queues is processed fine and I 
> can even use a custom RT::Search module with rt-crontool to re-open 
> overdue stalled tickets...  
> 
> But I can't log in to the web interface...
> 
> The log shows nothing regarding the login attempts...  I've checked the
> users table in the database, and the password matches an MD5sum
> calculated on the command line.
> 
> I'm not sure that the password checking code is even being invoked - I
> tried manually disabling the user in the principals table, and then
> logged in again.  In User_Overlay.pm the system should generate an info
> level log if a disabled user attempts to log in, but I don't see this
> in my logs...
> 
> I think the problem is somewhere in autohandler...  I made the following 
> change to autohandler, and all is working for now...  This is just a 
> quick fix so I can get in to process tickets though, I doubt it's 
> actually the correct fix...
> 
> --- /usr/local/rt-3-0-5/html/autohandler        2003-09-08 19:18:38.000000000 +0100
> +++ autohandler 2003-09-16 11:46:38.000000000 +0100@@ -151,7 +151,7 @@
>  $m->comp('/Elements/Callback', %ARGS, _CallbackName => 'Auth');
>   
>  # If the user is logging in, let's authenticate
> -if (!$session{'CurrentUser'} && defined ($user) && defined ($pass) ){
> +if (!$session{'CurrentUser'}->Id && defined ($user) && defined ($pass) ){
>      $session{'CurrentUser'} = RT::CurrentUser->new();
>      $session{'CurrentUser'}->Load($user);
>   
> 
> 
> > --
> > Ted Serreyn                          262-363-9265
> > Serreyn Network Services, LLC        http://www.serreyn.com/
> > 
> > 
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> > 
> 
> -- 
> Russell Heilling
> http://www.ccie.org.uk/
> PGP: finger russellh at bela.homeunix.net



-- 
Russell Heilling
http://www.ccie.org.uk/
PGP: finger russellh at bela.homeunix.net
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From joseph85750 at yahoo.com  Wed Sep 17 18:17:47 2003
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Wed, 17 Sep 2003 15:17:47 -0700 (PDT)
Subject: [rt-users] What needs to be backed up?
In-Reply-To: <200309110518.h8B5Isk12310@net.dynasim.se>
Message-ID: <20030917221748.68900.qmail@web13103.mail.yahoo.com>

For my RT2, I backup the following and burned to CD:

/usr/local/apache/conf/httpd.conf
/etc/mail/
/etc/hosts
/etc/aliases
/usr/lib/perl5/
/opt/rt2/
rt-2-0-15  (the build directory)
/var/log/rt/

I use mysql, so I do a dump every night with:

/usr/bin/mysqldump --opt rt2 > rt2.sql
and push it to a safe host.

If/when my machine dies and I need to restore, I build
a new RH8 system, and restore the backed up files to a
tmp directory.  Start mysql, go to the rt2-build
directory, and do 'make install'
If the rt2 db already exists, you'll get an error. 
So, do 'make dropdb', 'make install'.

Drop the backed up files over the top of your existing
RH8 install.
If the new IP is different, change IP in
/opt/rt2/etc/config.pm

Get the lastest mysql dump, and load it:

mysql rt2 < rt2.sql

# cd /etc/smrsh
# ln -s /opt/rt2/bin/rt-mailgate .

# newaliases

I think that is everything.  :)


--- Dag Bruck <dag at dynasim.se> wrote:
> I have not  found any documentation on what files
> should be backed up:
> 
> - For a routine backup of the database.
> - Before upgrading to a new version of RT or
> tinkering with the setup.
> 
> Any suggestions would be most welcome.
> 
> Dag Bruck
> Dynasim, Sweden
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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

__________________________________
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From meeroh at mit.edu  Wed Sep 17 18:38:37 2003
From: meeroh at mit.edu (Miro Jurisic)
Date: Wed, 17 Sep 2003 18:38:37 -0400
Subject: [rt-users] Search comparison of custom fields
Message-ID: <p0600200abb8e92e9d4fd@[18.101.0.199]>

Is it just me or does RT 3.0.4 use lexicographical comparison instead 
of the sort order when evaluating a query condition relating to a 
custom field? I.e., if I have a custom field F with values A (sort 
order 3), B (sort order 2), and C (sort order 1), and I search for "F 
greater than B" I get all the tickets where F = C, not all the 
tickets where F = A.

meeroh
-- 

<http://web.meeroh.org/> | KB1FMP

A: Because it reverses the logical flow of conversation.
Q: Why is top posting frowned upon?


From lists at itsecurity3.its.uiowa.edu  Wed Sep 17 22:51:11 2003
From: lists at itsecurity3.its.uiowa.edu (Jason Alexander)
Date: Wed, 17 Sep 2003 21:51:11 -0500 (CDT)
Subject: [rt-users] RT Mailgate Parsing Problem
In-Reply-To: <20030912220442.GB30655@fsck.com>
References: <3F623531.2050600@itsecurity3.its.uiowa.edu> 
     <20030912220442.GB30655@fsck.com>
Message-ID:      <4337.128.255.4.144.1063853471.squirrel@itsecurity3.its.uiowa.edu>

I tested this on 3.0.5 and the same thing happened.  Everything else works
just fine.  I can enter tickets from the GUI and all the messages are sent
to the requester and the ticket is entered just fine.

But when I send messages to the queue I don't get anything in the ticket.
The subject isn't parsed and there is noting in the history

This is the only thing in the log

[Thu Sep 18 02:45:25 2003] [debug]: Guessed encoding: ascii
(/local/rt/lib/RT/I18N.pm:351)
[Thu Sep 18 02:45:25 2003] [info]: <rt-3.0.5-7-7.14.813438369623 at ITS> #7/7
- Scrip 2  (/local/rt/lib/RT/Action/SendEmail.pm:92)
[Thu Sep 18 02:45:25 2003] [info]: <rt-3.0.5-7-7.14.813438369623 at ITS>
 No recipients found. Not sending.
 (/local/rt/lib/RT/Action/SendEmail.pm:257)
[Thu Sep 18 02:45:25 2003] [info]: <rt-3.0.5-7-7.9.52013405946524 at ITS>
#7/7 - Scrip 3  (/local/rt/lib/RT/Action/SendEmail.pm:92)
[Thu Sep 18 02:45:25 2003] [info]: <rt-3.0.5-7-7.9.52013405946524 at ITS>
 No recipients found. Not sending.
 (/local/rt/lib/RT/Action/SendEmail.pm:257)
[Thu Sep 18 02:45:25 2003] [info]: Ticket 7 created in queue 'campus' by
RT_System (/local/rt/lib/RT/Ticket_Overlay.pm:635)


Can you give me somewhere to start trying to debug this.

Thanks
Jason


>
> On Fri, Sep 12, 2003 at 04:05:53PM -0500, Jason Alexander wrote:
>> Hello,
>>
>> I have RT 3.0.4 setup and it appears to be working.  I am using Apache 1
>> and FastCGI.  I can bring up the web interface and log in just fine. I
>> have added both queues and users.
>>
>> The problem is that the mailgateway doesn't seem to be working. There
>> seems to be a problem with the gateway not parsing the message.
>> The rt.log shows these messages
>>
> Can you replicate this issue with RT 3.0.5?
>
>
> --
> http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
>



From packet791 at yahoo.com  Wed Sep 17 23:19:09 2003
From: packet791 at yahoo.com (Bill Shinn)
Date: Wed, 17 Sep 2003 20:19:09 -0700 (PDT)
Subject: [rt-users] FastCGI: can't create server error
Message-ID: <20030918031909.10819.qmail@web14502.mail.yahoo.com>

If you have solved this problem, please post a reply
with resolution.

With a fresh install of RH 9.0, Apache 2.0.40 and
FastCGI 2.40, RT 3.0.5, and all perl dependencies.
Starting Apache returns the errors below (at end of
message).

This question has been posted before, but I did not
see a resolution posted. I have loosed the permissions
to 777 on /etc/httpd/logs/fastcgi so the entire world
can write to it (that was one suggestion).

Thanks,
Bill

[Wed Sep 17 22:09:34 2003] [notice] FastCGI: process
manager initialized (pid 16
196)
[Wed Sep 17 22:09:34 2003] [crit] (13)Permission
denied: FastCGI: can't create s
erver "/var/rt3/bin/mason_handler.fcgi": bind() failed
[/etc/httpd/logs/fastcgi/
70d9a528c5892f2bf0c25e5a334bed81]
[Wed Sep 17 22:09:34 2003] [notice] Apache/2.0.40 (Red
Hat Linux) configured --
resuming normal operations
[Wed Sep 17 22:09:35 2003] [crit] (13)Permission
denied: FastCGI: can't create s
erver "/var/rt3/bin/mason_handler.fcgi": bind() failed
[/etc/httpd/logs/fastcgi/
70d9a528c5892f2bf0c25e5a334bed81]
[Wed Sep 17 22:09:36 2003] [crit] (13)Permission
denied: FastCGI: can't create s
erver "/var/rt3/bin/mason_handler.fcgi": bind() failed
[/etc/httpd/logs/fastcgi/
70d9a528c5892f2bf0c25e5a334bed81]
[Wed Sep 17 22:09:37 2003] [crit] (13)Permission
denied: FastCGI: can't create s
erver "/var/rt3/bin/mason_handler.fcgi": bind() failed
[/etc/httpd/logs/fastcgi/
70d9a528c5892f2bf0c25e5a334bed81]


__________________________________
Do you Yahoo!?
Yahoo! SiteBuilder - Free, easy-to-use web site design software
http://sitebuilder.yahoo.com


From request_tracker at acerhomes.com  Thu Sep 18 10:43:38 2003
From: request_tracker at acerhomes.com (request_tracker at acerhomes.com)
Date: Thu, 18 Sep 2003 14:43:38 -0000 (UTC)
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
Message-ID: <3590.177.177.177.222.1063896218.squirrel@_default_>

Hey Guys!

Im frustrated already.  I can't make my RT3 installation work for Apache
1.3 + mod_perl1 (my precious 5 days already wasted). Since I don't get
answer on my problem with Apache-Mason ("Bareword 'REDIRECT' error...), I
will push through to use Apache2 + FastCGI.

I need instruction on how to install everything (except MYSQL).  I will
try I hope it works....


--rommie




From hwagener at hamburg.fcb.com  Thu Sep 18 04:16:39 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 18 Sep 2003 10:16:39 +0200
Subject: [rt-users] Getting closer
In-Reply-To: <3F688D5D.9070804@onecall.net>
References: <1063639405.2632.9.camel@rezo.int-evry.fr>	<w52ad96j7ts.fsf@lame.message.id>	<1063659184.2733.4.camel@rezo.int-evry.fr> <w52isnsixug.fsf@lame.message.id> <3F688D5D.9070804@onecall.net>
Message-ID: <6DA51917-E9B0-11D7-ADB0-003065DC18B8@hamburg.fcb.com>

On Mittwoch, 17. September 2003, at 18:35nachm., Richard Irving wrote:

> On that Redhat 9 build:
>
>  Getting closer....
[snip]
>  But, alas, rt_user identity still fighting me...
> This used to be a config.pm problem,
> any ideas on 3.0.5 ?
>
>  DBI connect('dbname=rt3;host=rtserver.antient.org','rt_user',...)
> failed: Access denied for user: 'rt_user at rtserver.antient.org' (Using 
> password: YES)
> at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 132
> [Wed Sep 17 11:30:59 2003] [error] Connect Failed Access denied for 
> user: 'rt_user at rtserver.antient.org'
>  (Using password: YES)
>  at /opt/rt3/lib/RT.pm line 149
>

Are You really connecting to a remote database server? if that is not 
the case, try setting the dbhost name to 'localhost'. MySQL 
differentiates between rt_user at localhost and rt_user@<dns_name>.

Regards,
     Harald


>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From hb-tech at riege.de  Thu Sep 18 04:23:21 2003
From: hb-tech at riege.de (Heiko Burghardt)
Date: 18 Sep 2003 10:23:21 +0200
Subject: [rt-users] Memory problem with rt2-to-rt3-v1.20
Message-ID: <1063873401.14190.1106.camel@odysseus.rsidus.riege.de>

Hello everybody,

I am testing the upgrade from RT 2.0.14 to 3.0.5 and nearly everything
is working fine. Only the database setup with rt2-to-rt3-v1.20 makes
some trouble.

In my RT2 database I have about 22000 tickets and reading them out to
dumpfiles finished with no errors. Writing these tickets back to the
new RT3 database structure stops after about 13000 tickets and Linux
hangs (only way is rebooting with a reset!). 
It seems that the two active processes "dumpfile-to-rt-3.0" and "mysqld"
are eating the whole memory of my system. I can see that memory is taken
away for each ticket. Here is the last output of the top command I let
run by the way:

------
 17:33:54  up  2:31,  2 users,  load average: 2.63, 1.75, 1.52
48 processes: 45 sleeping, 3 running, 0 zombie, 0 stopped
CPU states:  40.7% user  16.6% system   0.0% nice   0.0% iowait  42.6%
idle
Mem:   643080k av,  633896k used,    9184k free,       0k shrd,    3576k
buff
                    601768k actv,    9984k in_d,   10212k in_c
Swap:  506036k av,  506036k used,       0k free                   13792k
cached
                                                                                
  PID USER     PRI  NI  SIZE  RSS SHARE STAT %CPU %MEM   TIME CPU
COMMAND
  837 root      16   0  874M 465M   848 D    44.0 74.1  49:03   0
dumpfile-to-r

------

It also seems that "mysqld" crashed just a few seconds before the server
hang.

Some more information to my test system:
The OS is Redhat Linux 9.0 with Apache 2.0.40-21 and MySQL-3.23.56.
Perl is version 5.8.0-88 (all needed modules are installed).
I also tested with MySQL version 4.015 (I believe) and 4.1 - same
effect.

Is there probably a memory leak in dumpfile-to-rt3 or in any of the
Perl modules?

Thanks for any help.

Regards,
Heiko Burghardt




From hwagener at hamburg.fcb.com  Thu Sep 18 04:53:07 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 18 Sep 2003 10:53:07 +0200
Subject: [rt-users] Standard RT Reporting and Statistics
In-Reply-To: <5BA34116C6BBA14F9B18EAA1A0DE47EA01553B@33par-exchange.dauphin_fr.clearchannel.fr>
References: <5BA34116C6BBA14F9B18EAA1A0DE47EA01553B@33par-exchange.dauphin_fr.clearchannel.fr>
Message-ID: <85C9F7A1-E9B5-11D7-ADB0-003065DC18B8@hamburg.fcb.com>

On Mittwoch, 17. September 2003, at 22:42Uhr, THAUVIN Blaise (Dir.  
Informatique) wrote:

> Hi,
>
> This last mail from Harald helped me a lot, I now managed to get a  
> graph, but only by manually editing the URL called :
>
> Here are my findings :
>
> 1) As the mail says, Apache::GD::Graph is needed. The Readme file says  
> it is not, that was the main reason why my install did not work. The  
> README file should add the info about the Apache config file.

I have Statistics running without Apache::GD::Graph here (debian/sid,  
apache-1.3.27). So, this is not entirely true.  Joseph is running rt2,  
for which I described what to do.

> 2) The Statistics tabs still does not appear. If I drop the "Tabs"  
> file into my local/html directory, RT crashes with the folowing  
> message : 32 levels deep in component stack (infinite recursive call?)  
> (full error message pasted at the end) (RT 3.0.5 with RTFM installed.  
> I used to see the Statistics tabs before, it may be before I installed  
> RTFM)

Maybe jesse can shed some light on this? I will be testing 3.0.5 as  
soon as the debian package is ready. I haven't tested with RTFM so far.

> 3) The URL for the graph does not work :
> http://hotline.dauphin-affichage.com/Statistics/CallsQueueDay/ 
> Elements/Chart? 
> x_labels=Thu%2011,Fri%2012,Mon%2015,Tue%2016,Wed%2017&data1=9,6,10,7,3& 
> data2=18,8,12,9,4&data3=0,0,0,1,0
>
> I can get a correct graph if :
>    a) I change the path to shorten it and replace "Chart" with "chart".
>    b) I change the variables to arrays, adding [] pairs.

This is Apache::GD::Graphs way of parsing data. You basically undid my  
changes to avoid Apache::GD::Graph.

Regards,
     Harald



From cubic at acronis.ru  Thu Sep 18 05:24:02 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Thu, 18 Sep 2003 13:24:02 +0400
Subject: [rt-users] Poor performance in upgrade from RT2 to RT3
In-Reply-To: <20030917175241.GR30655@fsck.com>
References: <Pine.OSF.4.33.0308262244370.115961-100000@odin.cair.du.edu> <3F68924A.8080803@du.edu> <20030917175241.GR30655@fsck.com>
Message-ID: <3F6979B2.5070102@acronis.ru>

Jesse Vincent wrote:

>
>On Wed, Sep 17, 2003 at 10:56:42AM -0600, Carl Gibbons wrote:
>  
>
>>Thanks for the replies. I have since upgraded to RT 3.0.5, and I have 
>>tuned a few more things in postgresql.conf.  Still very slow.  I set the 
>>following in postgresql.conf:
>>
>>log_statement = true
>>log_duration = true
>>log_timestamp = true
>>
>>to reveal the inefficient RT3 query, copied below. I suspect that some 
>>"create index..." hacking might improve this horrible query, but I'm not 
>>a DBA and I don't know how to analyze this one. Would somebody on this 
>>list please help me figure out what to do about this?
>>    
>>
>
>Ok. It appears that the fix for infinite looping in postgres with
>DBIx::SearchBuilder 0.92 broke some of the optimization we do there.
>:/
>
>	Jesse
>  
>
This request is one of major perfomance issues for me now.
Search by requestor email is slow under mySQL too, but if I add another 
email then mySQL hangs for ages.
It's very offten when our workers do misstake in email and then without 
deleting condition add another one and mySQL try to do its job. This 
search locks user's session for long time(~15 hours, one of this 
requests has finished :-) ) Same things happen with other search 
conditions when you add another one of same type and they joins on OR 
clause.
                Best regards. Ruslan.

>
>  
>
>>- Carl
>>
>>2003-09-17 16:19:16 LOG:  query: SELECT DISTINCT main.* FROM Tickets 
>>main , Groups Groups_1, Principals Principals_2, CachedGroupMembers 
>>CachedGroupMembers_3, Users Users_4  WHERE ((main.EffectiveId = 
>>main.id)) AND ((main.Type = 'ticket')) AND ( (  ( 
>>(lower(Users_4.EmailAddress) = 'cgibbons at du.edu')AND(Groups_1.Domain = 
>>'RT::Ticket-Role')AND(Groups_1.Type = 
>>'Requestor')AND(Principals_2.PrincipalType = 'Group') )  ) AND ( 
>>(main.Status = 'new')OR(main.Status = 'open') ) )  AND main.id = 
>>Groups_1.Instance  AND Groups_1.id = Principals_2.ObjectId  AND 
>>Principals_2.id = CachedGroupMembers_3.GroupId  AND 
>>CachedGroupMembers_3.MemberId = Users_4.id  ORDER BY main.Priority DESC 
>>LIMIT 10
>>2003-09-17 16:20:27 LOG:  duration: 71.308111 sec
>>    
>>




From jerker.montelius at ppm.nu  Thu Sep 18 08:01:24 2003
From: jerker.montelius at ppm.nu (Jerker Montelius)
Date: Thu, 18 Sep 2003 14:01:24 +0200
Subject: [rt-users] Wrong permissions on files in the contrib  dir
Message-ID: <1063886483.6366.8.camel@stopc0291.premiepensionsmyndigheten.se>

Hello

I tried to grab http://www.fsck.com/pub/rt/contrib/3.0/rt-cvsgate.txt
but got a error message.

Forbidden
You don't have permission to access /pub/rt/contrib/3.0/rt-cvsgate.txt
on this server.


________________________________________________________________________
Apache/1.3.27 Server at www.fsck.com Port 80

Please do someting



From RT at InterCept.Net  Thu Sep 18 09:23:44 2003
From: RT at InterCept.Net (RT)
Date: Thu, 18 Sep 2003 09:23:44 -0400
Subject: [rt-users] RT Mailgate Parsing Problem
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B76D@icptex02.corp.icpt.net>

Check your /var/log/maillog and see if it spits out errors and if you
get the status sent message.

Michael

-----Original Message-----
From: Jason Alexander [mailto:lists at itsecurity3.its.uiowa.edu] 
Posted At: Wednesday, September 17, 2003 10:51 PM
Posted To: RT
Conversation: [rt-users] RT Mailgate Parsing Problem
Subject: Re: [rt-users] RT Mailgate Parsing Problem

I tested this on 3.0.5 and the same thing happened.  Everything else
works
just fine.  I can enter tickets from the GUI and all the messages are
sent
to the requester and the ticket is entered just fine.

But when I send messages to the queue I don't get anything in the
ticket.
The subject isn't parsed and there is noting in the history

This is the only thing in the log

[Thu Sep 18 02:45:25 2003] [debug]: Guessed encoding: ascii
(/local/rt/lib/RT/I18N.pm:351)
[Thu Sep 18 02:45:25 2003] [info]: <rt-3.0.5-7-7.14.813438369623 at ITS>
#7/7
- Scrip 2  (/local/rt/lib/RT/Action/SendEmail.pm:92)
[Thu Sep 18 02:45:25 2003] [info]: <rt-3.0.5-7-7.14.813438369623 at ITS>
 No recipients found. Not sending.
 (/local/rt/lib/RT/Action/SendEmail.pm:257)
[Thu Sep 18 02:45:25 2003] [info]: <rt-3.0.5-7-7.9.52013405946524 at ITS>
#7/7 - Scrip 3  (/local/rt/lib/RT/Action/SendEmail.pm:92)
[Thu Sep 18 02:45:25 2003] [info]: <rt-3.0.5-7-7.9.52013405946524 at ITS>
 No recipients found. Not sending.
 (/local/rt/lib/RT/Action/SendEmail.pm:257)
[Thu Sep 18 02:45:25 2003] [info]: Ticket 7 created in queue 'campus' by
RT_System (/local/rt/lib/RT/Ticket_Overlay.pm:635)


Can you give me somewhere to start trying to debug this.

Thanks
Jason


>
> On Fri, Sep 12, 2003 at 04:05:53PM -0500, Jason Alexander wrote:
>> Hello,
>>
>> I have RT 3.0.4 setup and it appears to be working.  I am using
Apache 1
>> and FastCGI.  I can bring up the web interface and log in just fine.
I
>> have added both queues and users.
>>
>> The problem is that the mailgateway doesn't seem to be working. There
>> seems to be a problem with the gateway not parsing the message.
>> The rt.log shows these messages
>>
> Can you replicate this issue with RT 3.0.5?
>
>
> --
> http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
>

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

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


From RT at InterCept.Net  Thu Sep 18 09:25:10 2003
From: RT at InterCept.Net (RT)
Date: Thu, 18 Sep 2003 09:25:10 -0400
Subject: [rt-users] FastCGI: can't create server error
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B76E@icptex02.corp.icpt.net>

Try Chown/chgrp of the directory to that of the httpd user

Michael


-----Original Message-----
From: Bill Shinn [mailto:packet791 at yahoo.com] 
Posted At: Wednesday, September 17, 2003 11:19 PM
Posted To: RT
Conversation: [rt-users] FastCGI: can't create server error
Subject: [rt-users] FastCGI: can't create server error

If you have solved this problem, please post a reply
with resolution.

With a fresh install of RH 9.0, Apache 2.0.40 and
FastCGI 2.40, RT 3.0.5, and all perl dependencies.
Starting Apache returns the errors below (at end of
message).

This question has been posted before, but I did not
see a resolution posted. I have loosed the permissions
to 777 on /etc/httpd/logs/fastcgi so the entire world
can write to it (that was one suggestion).

Thanks,
Bill

[Wed Sep 17 22:09:34 2003] [notice] FastCGI: process
manager initialized (pid 16
196)
[Wed Sep 17 22:09:34 2003] [crit] (13)Permission
denied: FastCGI: can't create s
erver "/var/rt3/bin/mason_handler.fcgi": bind() failed
[/etc/httpd/logs/fastcgi/
70d9a528c5892f2bf0c25e5a334bed81]
[Wed Sep 17 22:09:34 2003] [notice] Apache/2.0.40 (Red
Hat Linux) configured --
resuming normal operations
[Wed Sep 17 22:09:35 2003] [crit] (13)Permission
denied: FastCGI: can't create s
erver "/var/rt3/bin/mason_handler.fcgi": bind() failed
[/etc/httpd/logs/fastcgi/
70d9a528c5892f2bf0c25e5a334bed81]
[Wed Sep 17 22:09:36 2003] [crit] (13)Permission
denied: FastCGI: can't create s
erver "/var/rt3/bin/mason_handler.fcgi": bind() failed
[/etc/httpd/logs/fastcgi/
70d9a528c5892f2bf0c25e5a334bed81]
[Wed Sep 17 22:09:37 2003] [crit] (13)Permission
denied: FastCGI: can't create s
erver "/var/rt3/bin/mason_handler.fcgi": bind() failed
[/etc/httpd/logs/fastcgi/
70d9a528c5892f2bf0c25e5a334bed81]


__________________________________
Do you Yahoo!?
Yahoo! SiteBuilder - Free, easy-to-use web site design software
http://sitebuilder.yahoo.com
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

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


From jesse at bestpractical.com  Thu Sep 18 10:06:36 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 18 Sep 2003 10:06:36 -0400
Subject: [rt-users] Wrong permissions on files in the contrib  dir
In-Reply-To: <1063886483.6366.8.camel@stopc0291.premiepensionsmyndigheten.se>
References: <1063886483.6366.8.camel@stopc0291.premiepensionsmyndigheten.se>
Message-ID: <20030918140636.GF30655@fsck.com>

fixed. sorry about that.


On Thu, Sep 18, 2003 at 02:01:24PM +0200, Jerker Montelius wrote:
> Hello
> 
> I tried to grab http://www.fsck.com/pub/rt/contrib/3.0/rt-cvsgate.txt
> but got a error message.
> 
> Forbidden
> You don't have permission to access /pub/rt/contrib/3.0/rt-cvsgate.txt
> on this server.
> 
> 
> ________________________________________________________________________
> Apache/1.3.27 Server at www.fsck.com Port 80
> 
> Please do someting
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

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


From jesse at bestpractical.com  Thu Sep 18 10:18:13 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 18 Sep 2003 10:18:13 -0400
Subject: [rt-users] Poor performance in upgrade from RT2 to RT3
In-Reply-To: <3F6979B2.5070102@acronis.ru>
References: <Pine.OSF.4.33.0308262244370.115961-100000@odin.cair.du.edu> <3F68924A.8080803@du.edu> <20030917175241.GR30655@fsck.com> <3F6979B2.5070102@acronis.ru>
Message-ID: <20030918141813.GG30655@fsck.com>



On Thu, Sep 18, 2003 at 01:24:02PM +0400, Ruslan U. Zakirov wrote:
> This request is one of major perfomance issues for me now.
> Search by requestor email is slow under mySQL too, but if I add another 
> email then mySQL hangs for ages.

Interesting.  The problem manifested there was something postgres
specific. RT 3.0.5 was supposed to have largely fixed the perf issue
with searching on multiple requestors. Can you capture one of the
queries it generates and show us?

> It's very offten when our workers do misstake in email and then without 
> deleting condition add another one and mySQL try to do its job. This 
> search locks user's session for long time(~15 hours, one of this 
> requests has finished :-) ) 

Interesting. Session lockfiles are supposed to time out a good deal more
quickly than that, I thought.

> Same things happen with other search 
> conditions when you add another one of same type and they joins on OR 
> clause.
>                Best regards. Ruslan.
> 
> 

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


From cubic at acronis.ru  Thu Sep 18 10:27:34 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Thu, 18 Sep 2003 18:27:34 +0400
Subject: [rt-users] Poor performance in upgrade from RT2 to RT3
In-Reply-To: <20030918141813.GG30655@fsck.com>
References: <Pine.OSF.4.33.0308262244370.115961-100000@odin.cair.du.edu> <3F68924A.8080803@du.edu> <20030917175241.GR30655@fsck.com> <3F6979B2.5070102@acronis.ru> <20030918141813.GG30655@fsck.com>
Message-ID: <3F69C0D6.10107@acronis.ru>

Jesse Vincent wrote:

>
>On Thu, Sep 18, 2003 at 01:24:02PM +0400, Ruslan U. Zakirov wrote:
>  
>
>>This request is one of major perfomance issues for me now.
>>Search by requestor email is slow under mySQL too, but if I add another 
>>email then mySQL hangs for ages.
>>    
>>
>
>Interesting.  The problem manifested there was something postgres
>specific. RT 3.0.5 was supposed to have largely fixed the perf issue
>with searching on multiple requestors. Can you capture one of the
>queries it generates and show us?
>
You are saying about wrong additional alias that was removed in 3.0.5?
If so then it's not an issue. Now I'm writing more corect bug report for 
this. Just one second.

>
>  
>
>>It's very offten when our workers do misstake in email and then without 
>>deleting condition add another one and mySQL try to do its job. This 
>>search locks user's session for long time(~15 hours, one of this 
>>requests has finished :-) ) 
>>    
>>
>
>Interesting. Session lockfiles are supposed to time out a good deal more
>quickly than that, I thought.
>
No. Timeout of 'select get_lock' is ok, but query is spinning and thus 
session is still locked.

>
>  
>
>>Same things happen with other search 
>>conditions when you add another one of same type and they joins on OR 
>>clause.
>>               Best regards. Ruslan.
>>
>>
>>    
>>
>
>  
>




From pape-rt at inf.fu-berlin.de  Thu Sep 18 10:32:09 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Thu, 18 Sep 2003 16:32:09 +0200
Subject: [rt-users] bug rt3.0.5: Search "Ticket att. content does not match" is always
 empty
Message-ID: <2147483647.1063902729@eremix>

Hello,

Searching "Ticket att. content does not match" with anything in the textbox 
always yields an empty search in rt 3.0.5, debian, perl 5.8, mysql 4.0.18, 
newest searchbuilder.

Dirk.


From eichhorn at ponton-consulting.de  Thu Sep 18 10:33:01 2003
From: eichhorn at ponton-consulting.de (=?ISO-8859-1?Q?J=F6rg_Eichhorn?=)
Date: Thu, 18 Sep 2003 16:33:01 +0200
Subject: [rt-users] Adding attachments to reply also adds signature
Message-ID: <188916625.1063902781@[192.168.200.77]>

Hello,

when i reply to a ticket and add attachments to it by clicking on 'Add more 
files' the signature is also added to the message.
This results into multiple signatures.

I'm using rt 3.0.5.


Thanks for help.

J?rg Eichhorn


From RT at InterCept.Net  Thu Sep 18 10:37:27 2003
From: RT at InterCept.Net (RT)
Date: Thu, 18 Sep 2003 10:37:27 -0400
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25958B@icptex02.corp.icpt.net>

This is still on your rh9 distro? I will try to walk through this with
you. Do a fresh install of rh9, then run up2date and make sure you are
current on everything, kernel as well. I will locate a box here that I
can do the same with and we will walk through the installation of 3.0.5.

Michael

-----Original Message-----
From: request_tracker at acerhomes.com
[mailto:request_tracker at acerhomes.com] 
Posted At: Thursday, September 18, 2003 10:44 AM
Posted To: RT
Conversation: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI +
MYSQL
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL

Hey Guys!

Im frustrated already.  I can't make my RT3 installation work for Apache
1.3 + mod_perl1 (my precious 5 days already wasted). Since I don't get
answer on my problem with Apache-Mason ("Bareword 'REDIRECT' error...),
I
will push through to use Apache2 + FastCGI.

I need instruction on how to install everything (except MYSQL).  I will
try I hope it works....


--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 murphy at genome.chop.edu  Thu Sep 18 10:46:26 2003
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Thu, 18 Sep 2003 10:46:26 -0400
Subject: [rt-users] nice feature to have
Message-ID: <E19C5B2C-E9E6-11D7-BE18-0003930D3626@genome.chop.edu>

A nice feature to add to RT would be a list of recently visited 
tickets, included created ones, in the left pane.  This would make it 
more likely that I bother to link tickets together appropriately.

-Kevin Murphy



From mbaker at colltech.com  Thu Sep 18 10:52:44 2003
From: mbaker at colltech.com (Michael S. Baker)
Date: Thu, 18 Sep 2003 10:52:44 -0400
Subject: [rt-users] scrips behaving differently via mail and web ui
Message-ID: <3F69C6BC.6080102@colltech.com>

I'm running RT 3.0.1 with Apache 1.3.27, mysql 4.0.12, and mod_perl 1.27 
on a Solaris 8 server.

I have setup a scrip/template for Approvals and a scrip to process 
custom fields from email. The scrips are behaving differently depending 
on the method of entry in to RT, email or web ui.

The Approval scrip/template works correctly via the web ui, but the 
custom fields scrip deletes all of the custom fields except one. When 
the input method is email the custom fields get handled correctly, but 
the Approval queue isn't set.

Any ideas what's going on here and how I can fix it? The debug info in 
the log isn't being helpful, atm.

Here are the scrips/templates:

+++Approval Template+++
===Create-Ticket: fwapproval
Subject: Approval for 
{$Tickets{'TOP'}->FirstCustomFieldValue('Organization')} Firewall 
Request {$Tickets{'TOP'}->Id}
Depended-On-By: {$Tickets{'TOP'}->Id}
Type: Approval
Queue: {$Tickets{'TOP'}->FirstCustomFieldValue('Organization')}Approvals
Content: There is a new request from 
{$Tickets{'TOP'}->RequestorAddresses} requiring your approval.
You can view the request at the Network Web page or by following this URL:
http://rtdev.example.com/Ticket/Display.html?id={$Tickets{'TOP'}->Id}
ENDOFCONTENT
+++End Approval Template+++

+++Custom Fields Scrip+++
my $Ticket = $self->TicketObj;
my $Transaction = $self->TransactionObj;
my $field;

#
# Get the following custom fields from email headers:
# Organization, Source, Destination, Ports, Direction
#

my @fieldnames = ( 'X-RTOrg', 'X-RTSrc', 'X-RTDst', 'X-RTPort', 'X-RTDir' );
my %cfields = (
         'X-RTOrg'=>'Organization',
         'X-RTSrc'=>'Source',
         'X-RTDst'=>'Destination',
         'X-RTPort'=>'Port(s)',
         'X-RTDir'=>'Direction' );

foreach $field ( @fieldnames ) {
         my $mailer = $Transaction->Attachments->First->GetHeader($field);
         my $cf = new RT::CustomField($RT::SystemUser);

         $cf->LoadByNameAndQueue(Name=>$cfields{$field}, Queue=>5);

         $Ticket->AddCustomFieldValue(Field=>$cf, Value=>$mailer);
}
+++End Custom Fields Scrip+++


--
Collective: managed infrastructure for the real world
http://www.collectivetech.com
"If we don't change the direction we are headed,
  we will end up where we are going."




From danf at clearnetwork.com  Thu Sep 18 11:00:33 2003
From: danf at clearnetwork.com (Dan Fiorito)
Date: Thu, 18 Sep 2003 11:00:33 -0400
Subject: [rt-users] RTIR Create incident
Message-ID: <D35B8D6DF58ABF48BFF6393C1DA5A5BE176007@whippany2.clearnetwork.com>

I've just installed RTIR and cannot seem to get past this problem.

If a new incident report is mailed or created, I open it and then click
the "New" link under "The Basics" to create an incident from this
report.
I fill in pertinent information and click "Create" but nothing happens.
On a few occasions it did work, but I can not figure out what was
different for it to work. I checked perms and the Duty Team has all
rights, my user account is super user. I checked queue perms and my user
account has full perms.

What am I missing? Anyone else have similar problems?

RT works perfectly, no issues that I can find.

RT 3.0.5
RTIR 1.0
Perl 5.8
Apache 1.3.28 static w/mod Perl 

Thanks


From rene at realhost.dk  Thu Sep 18 10:48:10 2003
From: rene at realhost.dk (=?iso-8859-1?Q?Rene_Brask_S=F8rensen?=)
Date: Thu, 18 Sep 2003 16:48:10 +0200
Subject: [rt-users] mail-body encoding, can't use letters that's in iso-8859-1
Message-ID: <29B7AC8AE8D58F4A93ACFF0CADCAC7A901C7F853@exdkba023.novo.dk>

Hi All

I have problems configuring rt (v-3.0.3) to use iso-8859-1 charset for
mail encoding. It's quite strange, the "subject" of the mail is
iso-8859-1 encoded but not the body, it's in utf8. Can anyone help or
give me a hint, aboute where to start, please.


Best regards 

Rene Brask
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From JDiaz at esabel.net  Thu Sep 18 11:14:18 2003
From: JDiaz at esabel.net (Jaime Diaz)
Date: Thu, 18 Sep 2003 12:14:18 -0300
Subject: [rt-users] mail-body encoding, can't use letters that's in is
	o-8859-1
Message-ID: <3A54947595874945B59D87BAF4FC0BAA2A4923@svrmail001.esabel.com>

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: Rene Brask S?rensen [mailto:rene at realhost.dk]
Sent: Jueves, 18 de Septiembre de 2003 11:48 a.m.
To: rt-users at lists.fsck.com
Subject: [rt-users] mail-body encoding, can't use letters that's in
iso-8859-1


Hi All 
I have problems configuring rt (v-3.0.3) to use iso-8859-1 charset for mail
encoding. It's quite strange, the "subject" of the mail is iso-8859-1
encoded but not the body, it's in utf8. Can anyone help or give me a hint,
aboute where to start, please.


Best regards 
Rene Brask 


From lists at itsecurity3.its.uiowa.edu  Thu Sep 18 12:00:54 2003
From: lists at itsecurity3.its.uiowa.edu (Jason Alexander)
Date: Thu, 18 Sep 2003 11:00:54 -0500
Subject: [rt-users] RT Mailgate Parsing Problem
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB25B76D@icptex02.corp.icpt.net>
References: <A8ED8823644C614280ACAC1A4D3E93FB25B76D@icptex02.corp.icpt.net>
Message-ID: <3F69D6B6.1080107@itsecurity3.its.uiowa.edu>

It appears to be working

Sep 17 21:45:25 rh3 sendmail[27451]: h8I2jOkS027450: 
to="|/local/rt/bin/rt-mailgate --queue campus --action correspond --url 
http://rh3.its.uiowa.edu", ctla
ddr=<campus at rh3.its.uiowa.edu> (8/0), delay=00:00:01, xdelay=00:00:01, 
mailer=prog, pri=31163, dsn=2.0.0, stat=Sent


Jason


RT wrote:
> Check your /var/log/maillog and see if it spits out errors and if you
> get the status sent message.
> 
> Michael
> 



From jesse at bestpractical.com  Thu Sep 18 12:08:55 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 18 Sep 2003 12:08:55 -0400
Subject: [rt-users] RT Mailgate Parsing Problem
In-Reply-To: <3F69D6B6.1080107@itsecurity3.its.uiowa.edu>
References: <A8ED8823644C614280ACAC1A4D3E93FB25B76D@icptex02.corp.icpt.net> <3F69D6B6.1080107@itsecurity3.its.uiowa.edu>
Message-ID: <20030918160855.GI30655@fsck.com>



On Thu, Sep 18, 2003 at 11:00:54AM -0500, Jason Alexander wrote:
> It appears to be working
> 
> Sep 17 21:45:25 rh3 sendmail[27451]: h8I2jOkS027450: 
> to="|/local/rt/bin/rt-mailgate --queue campus --action correspond --url 
> http://rh3.its.uiowa.edu", ctla
> ddr=<campus at rh3.its.uiowa.edu> (8/0), delay=00:00:01, xdelay=00:00:01, 
> mailer=prog, pri=31163, dsn=2.0.0, stat=Sent
> 


Insert debugging statements into /local/rt/share/html/REST/1.0/NoAuth/mail-gateway.

Make sure you're not running a buggy redhat modperl that truncates
POSTed content.

Try running a sniffer to make sure the content is being uploaded.

Turn on SQL statement logging in your database to see what it's trying
to shove _in_.


> 
> Jason
> 
> 
> RT wrote:
> >Check your /var/log/maillog and see if it spits out errors and if you
> >get the status sent message.
> >
> >Michael
> >
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

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


From jesse at bestpractical.com  Thu Sep 18 12:23:12 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 18 Sep 2003 12:23:12 -0400
Subject: [rt-users] mail-body encoding, can't use letters that's in iso-8859-1
In-Reply-To: <29B7AC8AE8D58F4A93ACFF0CADCAC7A901C7F853@exdkba023.novo.dk>
References: <29B7AC8AE8D58F4A93ACFF0CADCAC7A901C7F853@exdkba023.novo.dk>
Message-ID: <20030918162312.GL30655@fsck.com>



On Thu, Sep 18, 2003 at 04:48:10PM +0200, Rene Brask Srensen wrote:
> Hi All
> 
> I have problems configuring rt (v-3.0.3) to use iso-8859-1 charset for
> mail encoding. It's quite strange, the "subject" of the mail is
> iso-8859-1 encoded but not the body, it's in utf8. Can anyone help or
> give me a hint, aboute where to start, please.
 
Start by upgrading to RT 3.0.5.


> Best regards 
> 
> Rene Brask

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


From drm1759 at optonline.net  Thu Sep 18 12:26:55 2003
From: drm1759 at optonline.net (drm1759 at optonline.net)
Date: Thu, 18 Sep 2003 12:26:55 -0400
Subject: [rt-users] Error (not ok - Could not load a valid user) - While creating a ticket
 via email
Message-ID: <7c8f1f7c4d57.7c4d577c8f1f@optonline.net>

Hi:

I tried looking for this problem in the list, but could not locate any information and as a result I am posting this issue. I would appreciate if anyone on the list can provide me a pointer or a helpful hint.

I have installed RT 3.0.5/Apache-1.3.28/mod_perl-1.28/mysql-4.0.15/fetchmail-6.2.4/perl-5.8.0

I am able to login to through the user interface and create new ticket once I log in. But I am getting an error when I send an email to open a new ticket.

I use fetchmail on the host where I have installed RT and using the mda command in .fetchmailrc to send it to /opt/rt3/bin/rt-mailgate.

When I run the rt-mailgate with debug option, I see an error "not ok - Could not load a valid user".

I am having the mail sent to support at domain.com.

I am following the draftmanual. Please help me if anyone knows what is the problem or where I should be looking?

Also, even after mentioning the log file in RT_SiteConfig.pm, I donot see the logs in the file /opt/rt3/var/log/rt.log.

Thanks in advance.

devesh



From Samuel.Senoner at eurac.edu  Thu Sep 18 12:32:52 2003
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Thu, 18 Sep 2003 18:32:52 +0200
Subject: [rt-users] Error (not ok - Could not load a valid user) - While creating a ticketvia email
Message-ID: <8ABC35686C73554691F3481C4023BE5E9332BA@abz01be.eurac.edu>

Activate the log level to file to debug, standard is undefined logging,
can you send the log after you did that and restarted apache?
Perhaps we can find something.

Samuel 


-----Original Message-----
From: drm1759 at optonline.net [mailto:drm1759 at optonline.net] 
Sent: Thursday,18 September,2003 18:27
To: rt-users at lists.fsck.com

Hi:

I tried looking for this problem in the list, but could not locate any
information and as a result I am posting this issue. I would appreciate
if anyone on the list can provide me a pointer or a helpful hint.

I have installed RT
3.0.5/Apache-1.3.28/mod_perl-1.28/mysql-4.0.15/fetchmail-6.2.4/perl-5.8.
0

I am able to login to through the user interface and create new ticket
once I log in. But I am getting an error when I send an email to open a
new ticket.

I use fetchmail on the host where I have installed RT and using the mda
command in .fetchmailrc to send it to /opt/rt3/bin/rt-mailgate.

When I run the rt-mailgate with debug option, I see an error "not ok -
Could not load a valid user".

I am having the mail sent to support at domain.com.

I am following the draftmanual. Please help me if anyone knows what is
the problem or where I should be looking?

Also, even after mentioning the log file in RT_SiteConfig.pm, I donot
see the logs in the file /opt/rt3/var/log/rt.log.

Thanks in advance.

devesh

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 Samuel.Senoner at eurac.edu  Thu Sep 18 12:59:15 2003
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Thu, 18 Sep 2003 18:59:15 +0200
Subject: [rt-users] Finally my doc to LDAP
Message-ID: <8ABC35686C73554691F3481C4023BE5E8D10CE@abz01be.eurac.edu>

 <<EmailParser_Local.pm>> He <<masonrequestforldap.diff>> re 
<<autohandlerforldap.diff>> the files I have for LDAP authentication by
Webinterface and Mail.
EmailParser_Local is to put in /RT/
LDAPMail in /RT/Interface/Email/Auth/
You can put the new autohandler in local.

The EmailParser contains the core of the ldap import, where you define
your LDAP server and so on....
The diff for the autohandler is needed for the import of UserDefais
while the creation during a web login if needed.
This calls RT:EmailParser, and to do this you need to use Emailparser in
Mason, this is the mason Diff.
In RTSiteconfig you have to insert this few lines to execute Ldapmail.
LDAPmail is a modified mailfrom, but I will take a look at that, perhaps
it is possible to change directly mailfrom, because I already send a
ticket that there are some strange things about user creation by mail
and externaldb

In the LDAP import sub I import the details I entered in my Active
directory and wich I can use in RT.
I worked many times on it, so a couple of things may be missing, or
without sense.
Anyway the import called by autohandler should work fine.

Please send me feedback and suggestions to this files.

Thank you

Samuel
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From JDiaz at esabel.net  Thu Sep 18 14:28:55 2003
From: JDiaz at esabel.net (Jaime Diaz)
Date: Thu, 18 Sep 2003 15:28:55 -0300
Subject: [rt-users] Problems upgrading to 3.0.5
Message-ID: <3A54947595874945B59D87BAF4FC0BAA2A4929@svrmail001.esabel.com>

I've just upgraded to rt 3.0.5 from 3.0.4
The web interface works fine, but when i sent emails to create new tickets,
the MTA sais tat the RT server did not behave as expected.
I'm pasting the log from Postfix. Any idea in how to fix this?


Sep 18 15:43:33 linux postfix/local[32615]: 5FF341E6821: to=<RT Address>,
relay=local, delay=910, status=deferred (temporary failure. Command output:
RT server error.  The RT server which handled your email did not behave as
expected. It said:     <html><body>  <p align="center"><font face="Verdana,
Arial, Helvetica, sans-serif"><b>System error</b></font></p> <table
border="0" cellspacing="0" cellpadding="1">  <tr>   <td nowrap="nowrap"
align="left" valign="top"><font face="Verdana, Arial, Helvetica, sans-serif"
size="-2"><b>error:</b>&nbsp;</font></td>   <td align="left"
valign="top"><font face="Verdana, Arial, Helvetica, sans-serif"
size="-2">Can't use string (&quot;SessionType&quot;) as a HASH ref while
&quot;strict refs&quot; in use at /opt/rt3/lib/RT/Interface/Email.pm line
406.<br></font></td>  </tr>  <tr>   <td nowrap="nowrap" align="left"
valign="top"><font face="Verdana, Arial, Helvetica, sans-serif"
size="-2"><b>context:</b>&nbsp;</font></td>   <td align="left" valign="top"
nowrap="nowrap"><fo


From Jeff.Hodge at yuma.army.mil  Thu Sep 18 14:50:18 2003
From: Jeff.Hodge at yuma.army.mil (Hodge, Jeff F (ECIII))
Date: Thu, 18 Sep 2003 11:50:18 -0700
Subject: [rt-users] NO Incoming mail
Message-ID: <DB72D058EA4AD511A89500B0D0D1045A07485224@yuma-exch1.yuma.army.mil>

mysql 4.014/RT3.04/ap1.38/mp1.28/

Outgoing mail seems to be working perfectly.  If a create a ticket and add a
cc then the cc gets sent out as should be expected.

Incoming is not working.  

Neither

a) reply to a problem the was sent via cc from RT, the comments do not get
appended to the history or seem to go anywhere for that matter. I checked
the system email and also to see if it gets bounced.

Nor

b) sending an email  directly to the RT .  I use problems at rt_url.com.

Here are some of my rt_config settings.  I've checked documents and mail
list but something is not set right....

What is set wrong for incoming mail?


	-where jeff.hodge at company.com is the company email
		and
	-rt_url.com is the domain for RT

Set($OwnerEmail , 'jeff.hodge at company.com');
Set($LoopsToRTOwner , 1);
Set($StoreLoops , 1);
Set($MaxAttachmentSize , 10000000);
Set($TruncateLongAttachments , undef);
Set($DropLongAttachments , undef);
Set($ParseNewMessageForTicketCcs , 1);
Set($RTAddressRegexp , '^rt\@rt_url.com$');
Set($CanonicalizeEmailAddressMatch   ,'subdomain.example.com$');
Set($CanonicalizeEmailAddressReplace , 'example.com');
Set($SenderMustExistInExternalDatabase , 1);
Set($OwnerEmail , 'jeff.hodge at company.com');
Set($CorrespondAddress ,'problems at rt_url.com');
Set($CommentAddress , 'problems at rt_url.com');
Set($MailCommand , 'sendmail');
Set($SendmailArguments , "-oi -t");
Set($SendmailPath , "/usr/sbin/sendmail");
Set($UseFriendlyFromLine , 1);
Set($FriendlyFromLineFormat , "\"%s via RT\" <%s>");
Set($UseFriendlyToLine , 0);
Set($NotifyActor, 0);
Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'error');
Set($LogToFile      , 1);
Set($LogDir, '/opt/rt3/var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log
Set($LoopsToRTOwner , 1);
Set($StoreLoops , 1);
Set($MaxAttachmentSize , 10000000);
Set($TruncateLongAttachments , undef);
Set($DropLongAttachments , undef);
Set($ParseNewMessageForTicketCcs , 1);
Set($RTAddressRegexp , '^rt\@rt_url.com');
Set($CanonicalizeEmailAddressMatch   , 'subdomain.example.com$');
Set($CanonicalizeEmailAddressReplace , 'example.com');
Set($SenderMustExistInExternalDatabase , 1);




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From RT at InterCept.Net  Thu Sep 18 15:30:28 2003
From: RT at InterCept.Net (RT)
Date: Thu, 18 Sep 2003 15:30:28 -0400
Subject: [rt-users] NO Incoming mail
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B774@icptex02.corp.icpt.net>

Did you setup /etc/aliases? And restart sendmail? Does your sendmail
server even receive the e-mail? What does it say in the /var/log/maillog
when you send an e-mail to the server? Etc etc...
 
Michael
 
-----Original Message-----
From: Hodge, Jeff F (ECIII) [mailto:Jeff.Hodge at yuma.army.mil] 
Posted At: Thursday, September 18, 2003 2:50 PM
Posted To: RT
Conversation: [rt-users] NO Incoming mail
Subject: [rt-users] NO Incoming mail
 
mysql 4.014/RT3.04/ap1.38/mp1.28/ 
Outgoing mail seems to be working perfectly.  If a create a ticket and
add a cc then the cc gets sent out as should be expected.
Incoming is not working.  
Neither 
a) reply to a problem the was sent via cc from RT, the comments do not
get appended to the history or seem to go anywhere for that matter. I
checked the system email and also to see if it gets bounced.
Nor 
b) sending an email  directly to the RT .  I use problems at rt_url.com. 
Here are some of my rt_config settings.  I've checked documents and mail
list but something is not set right.... 
What is set wrong for incoming mail? 
 
        -where jeff.hodge at company.com is the company email 
                and 
        -rt_url.com is the domain for RT 
Set($OwnerEmail , 'jeff.hodge at company.com'); 
Set($LoopsToRTOwner , 1); 
Set($StoreLoops , 1); 
Set($MaxAttachmentSize , 10000000); 
Set($TruncateLongAttachments , undef); 
Set($DropLongAttachments , undef); 
Set($ParseNewMessageForTicketCcs , 1); 
Set($RTAddressRegexp , '^rt\@rt_url.com$'); 
Set($CanonicalizeEmailAddressMatch   ,'subdomain.example.com$'); 
Set($CanonicalizeEmailAddressReplace , 'example.com'); 
Set($SenderMustExistInExternalDatabase , 1); 
Set($OwnerEmail , 'jeff.hodge at company.com'); 
Set($CorrespondAddress ,'problems at rt_url.com'); 
Set($CommentAddress , 'problems at rt_url.com'); 
Set($MailCommand , 'sendmail'); 
Set($SendmailArguments , "-oi -t"); 
Set($SendmailPath , "/usr/sbin/sendmail"); 
Set($UseFriendlyFromLine , 1); 
Set($FriendlyFromLineFormat , "\"%s via RT\" <%s>"); 
Set($UseFriendlyToLine , 0); 
Set($NotifyActor, 0); 
Set($LogToSyslog    , 'debug'); 
Set($LogToScreen    , 'error'); 
Set($LogToFile      , 1); 
Set($LogDir, '/opt/rt3/var/log'); 
Set($LogToFileNamed , "rt.log");    #log to rt.log 
Set($LoopsToRTOwner , 1); 
Set($StoreLoops , 1); 
Set($MaxAttachmentSize , 10000000); 
Set($TruncateLongAttachments , undef); 
Set($DropLongAttachments , undef); 
Set($ParseNewMessageForTicketCcs , 1); 
Set($RTAddressRegexp , '^rt\@rt_url.com'); 
Set($CanonicalizeEmailAddressMatch   , 'subdomain.example.com$'); 
Set($CanonicalizeEmailAddressReplace , 'example.com'); 
Set($SenderMustExistInExternalDatabase , 1); 



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From JDiaz at esabel.net  Thu Sep 18 15:45:32 2003
From: JDiaz at esabel.net (Jaime Diaz)
Date: Thu, 18 Sep 2003 16:45:32 -0300
Subject: [rt-users] Problems upgrading to 3.0.5
Message-ID: <3A54947595874945B59D87BAF4FC0BAA2A4931@svrmail001.esabel.com>

Removing "use strict;"from Email.pm lets create the tickets but they are
created empty with no requestor, no subject, no anything.

-----Original Message-----
From: Jaime Diaz [mailto:JDiaz at esabel.net]
Sent: Jueves, 18 de Septiembre de 2003 03:29 p.m.
To: rt-users at lists.fsck.com
Subject: [rt-users] Problems upgrading to 3.0.5


I've just upgraded to rt 3.0.5 from 3.0.4
The web interface works fine, but when i sent emails to create new tickets,
the MTA sais tat the RT server did not behave as expected.
I'm pasting the log from Postfix. Any idea in how to fix this?


Sep 18 15:43:33 linux postfix/local[32615]: 5FF341E6821: to=<RT Address>,
relay=local, delay=910, status=deferred (temporary failure. Command output:
RT server error.  The RT server which handled your email did not behave as
expected. It said:     <html><body>  <p align="center"><font face="Verdana,
Arial, Helvetica, sans-serif"><b>System error</b></font></p> <table
border="0" cellspacing="0" cellpadding="1">  <tr>   <td nowrap="nowrap"
align="left" valign="top"><font face="Verdana, Arial, Helvetica, sans-serif"
size="-2"><b>error:</b>&nbsp;</font></td>   <td align="left"
valign="top"><font face="Verdana, Arial, Helvetica, sans-serif"
size="-2">Can't use string (&quot;SessionType&quot;) as a HASH ref while
&quot;strict refs&quot; in use at /opt/rt3/lib/RT/Interface/Email.pm line
406.<br></font></td>  </tr>  <tr>   <td nowrap="nowrap" align="left"
valign="top"><font face="Verdana, Arial, Helvetica, sans-serif"
size="-2"><b>context:</b>&nbsp;</font></td>   <td align="left" valign="top"
nowrap="nowrap"><fo
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 JDiaz at esabel.net  Thu Sep 18 16:09:42 2003
From: JDiaz at esabel.net (Jaime Diaz)
Date: Thu, 18 Sep 2003 17:09:42 -0300
Subject: [rt-users] Problems upgrading to 3.0.5
Message-ID: <3A54947595874945B59D87BAF4FC0BAA2A4936@svrmail001.esabel.com>

Well, making a fresh install of RT and not initializing the database and
using the old one fixed the problem.

-----Original Message-----
From: Jaime Diaz [mailto:JDiaz at esabel.net]
Sent: Jueves, 18 de Septiembre de 2003 04:46 p.m.
To: rt-users at lists.fsck.com
Subject: RE: [rt-users] Problems upgrading to 3.0.5


Removing "use strict;"from Email.pm lets create the tickets but they are
created empty with no requestor, no subject, no anything.

-----Original Message-----
From: Jaime Diaz [mailto:JDiaz at esabel.net]
Sent: Jueves, 18 de Septiembre de 2003 03:29 p.m.
To: rt-users at lists.fsck.com
Subject: [rt-users] Problems upgrading to 3.0.5


I've just upgraded to rt 3.0.5 from 3.0.4
The web interface works fine, but when i sent emails to create new tickets,
the MTA sais tat the RT server did not behave as expected.
I'm pasting the log from Postfix. Any idea in how to fix this?


Sep 18 15:43:33 linux postfix/local[32615]: 5FF341E6821: to=<RT Address>,
relay=local, delay=910, status=deferred (temporary failure. Command output:
RT server error.  The RT server which handled your email did not behave as
expected. It said:     <html><body>  <p align="center"><font face="Verdana,
Arial, Helvetica, sans-serif"><b>System error</b></font></p> <table
border="0" cellspacing="0" cellpadding="1">  <tr>   <td nowrap="nowrap"
align="left" valign="top"><font face="Verdana, Arial, Helvetica, sans-serif"
size="-2"><b>error:</b>&nbsp;</font></td>   <td align="left"
valign="top"><font face="Verdana, Arial, Helvetica, sans-serif"
size="-2">Can't use string (&quot;SessionType&quot;) as a HASH ref while
&quot;strict refs&quot; in use at /opt/rt3/lib/RT/Interface/Email.pm line
406.<br></font></td>  </tr>  <tr>   <td nowrap="nowrap" align="left"
valign="top"><font face="Verdana, Arial, Helvetica, sans-serif"
size="-2"><b>context:</b>&nbsp;</font></td>   <td align="left" valign="top"
nowrap="nowrap"><fo
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 packet791 at yahoo.com  Thu Sep 18 16:42:47 2003
From: packet791 at yahoo.com (Bill Shinn)
Date: Thu, 18 Sep 2003 13:42:47 -0700 (PDT)
Subject: [rt-users] FastCGI: can't create server error
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB25B76E@icptex02.corp.icpt.net>
Message-ID: <20030918204247.4978.qmail@web14510.mail.yahoo.com>

thanks. that did not work however.  the user and group
apache is running as now have rwx (777) access and
ownership to the /etc/httpd/log/fastcgi directory. I
restarted apache, of course. 

It looks like apache is trying to create a new
subdirectory or a file within that directory, but
isn't able to - however, that can't be it if the
permissions are set correctly. I made sure to
./configure rt with the correct --with-web-user &
--with-web-group.

Any other thoughts would be appreciated.

Bill


--- RT <RT at InterCept.Net> wrote:
> Try Chown/chgrp of the directory to that of the
> httpd user
> 
> Michael
> 
> 
> -----Original Message-----
> From: Bill Shinn [mailto:packet791 at yahoo.com] 
> Posted At: Wednesday, September 17, 2003 11:19 PM
> Posted To: RT
> Conversation: [rt-users] FastCGI: can't create
> server error
> Subject: [rt-users] FastCGI: can't create server
> error
> 
> If you have solved this problem, please post a reply
> with resolution.
> 
> With a fresh install of RH 9.0, Apache 2.0.40 and
> FastCGI 2.40, RT 3.0.5, and all perl dependencies.
> Starting Apache returns the errors below (at end of
> message).
> 
> This question has been posted before, but I did not
> see a resolution posted. I have loosed the
> permissions
> to 777 on /etc/httpd/logs/fastcgi so the entire
> world
> can write to it (that was one suggestion).
> 
> Thanks,
> Bill
> 
> [Wed Sep 17 22:09:34 2003] [notice] FastCGI: process
> manager initialized (pid 16
> 196)
> [Wed Sep 17 22:09:34 2003] [crit] (13)Permission
> denied: FastCGI: can't create s
> erver "/var/rt3/bin/mason_handler.fcgi": bind()
> failed
> [/etc/httpd/logs/fastcgi/
> 70d9a528c5892f2bf0c25e5a334bed81]
> [Wed Sep 17 22:09:34 2003] [notice] Apache/2.0.40
> (Red
> Hat Linux) configured --
> resuming normal operations
> [Wed Sep 17 22:09:35 2003] [crit] (13)Permission
> denied: FastCGI: can't create s
> erver "/var/rt3/bin/mason_handler.fcgi": bind()
> failed
> [/etc/httpd/logs/fastcgi/
> 70d9a528c5892f2bf0c25e5a334bed81]
> [Wed Sep 17 22:09:36 2003] [crit] (13)Permission
> denied: FastCGI: can't create s
> erver "/var/rt3/bin/mason_handler.fcgi": bind()
> failed
> [/etc/httpd/logs/fastcgi/
> 70d9a528c5892f2bf0c25e5a334bed81]
> [Wed Sep 17 22:09:37 2003] [crit] (13)Permission
> denied: FastCGI: can't create s
> erver "/var/rt3/bin/mason_handler.fcgi": bind()
> failed
> [/etc/httpd/logs/fastcgi/
> 70d9a528c5892f2bf0c25e5a334bed81]
> 
> 
> __________________________________
> Do you Yahoo!?
> Yahoo! SiteBuilder - Free, easy-to-use web site
> design software
> http://sitebuilder.yahoo.com
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at
> http://fsck.com/rtfm
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm


__________________________________
Do you Yahoo!?
Yahoo! SiteBuilder - Free, easy-to-use web site design software
http://sitebuilder.yahoo.com


From amelton at gservices-us.com  Thu Sep 18 17:03:50 2003
From: amelton at gservices-us.com (amelton at gservices-us.com)
Date: Thu, 18 Sep 2003 14:03:50 -0700 (PDT)
Subject: [rt-users] Comment Display Screen
Message-ID: <61209.67.104.14.46.1063919030@sun-qmail02.laserlink.net>

How difficult would it be to add the history display at the bottom of the
comment/reply screen?  Often times, I'm making a note, and find that I
need a piece of information from the ticket history.

Instead of going back to the previous screen, or cutting and pasting my
text, if the history were displayed at the bottom of the page, I could
just scroll down to get the info, without interrupting my notes.

Is that something I could do by modifying the comment page?




From gheim at hitel.com  Thu Sep 18 17:22:43 2003
From: gheim at hitel.com (Greg Heim)
Date: Thu, 18 Sep 2003 17:22:43 -0400
Subject: [rt-users] Comment Display Screen
In-Reply-To: <61209.67.104.14.46.1063919030@sun-qmail02.laserlink.net>
References: <61209.67.104.14.46.1063919030@sun-qmail02.laserlink.net>
Message-ID: <oprvpsb5vl7kh48i@mail.hitel.com>

amelton,

I just did this for 3.0.4.  If you have a similar version, just copy your 
Update.html from .../share/html to .../local/html and plug the following in 
where appropriate (after the form).

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

I also added fields on the update form for setting the queue and the 
priority.  Email if you want diffs or something.

HTH,

Greg




On Thu, 18 Sep 2003 14:03:50 -0700 (PDT), <amelton at gservices-us.com> wrote:

> How difficult would it be to add the history display at the bottom of the
> comment/reply screen?  Often times, I'm making a note, and find that I
> need a piece of information from the ticket history.
>
> Instead of going back to the previous screen, or cutting and pasting my
> text, if the history were displayed at the bottom of the page, I could
> just scroll down to get the info, without interrupting my notes.
>
> Is that something I could do by modifying the comment page?
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 Jeff.Hodge at yuma.army.mil  Thu Sep 18 18:01:18 2003
From: Jeff.Hodge at yuma.army.mil (Hodge, Jeff F (ECIII))
Date: Thu, 18 Sep 2003 15:01:18 -0700
Subject: [rt-users] NO Incoming mail
Message-ID: <DB72D058EA4AD511A89500B0D0D1045A07485230@yuma-exch1.yuma.army.mil>

 
>Did you setup /etc/aliases?
/etc/alias:
# rt mail gateway setup  
rt: "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url
<http://rt_url.com/> http://rt_url.com/
>And restart sendmail
yes
 
>Does your sendmail server even receive the e-mail? 
doesn't appear to be recieve mail sent directly to the server
What file adjusts sendmail settings?
 
>What does it say in the /var/log/maillog when you send an e-mail to the
server?
Actualy called [/var/log/mail]
ah, I'm getting connection refused errors...
If I send an email from the server (pine) it sends.  The replay to this
address doesn't work, but it doesn't bounce either.
 
 -----Original Message-----
From: RT [mailto:RT at InterCept.Net]
Sent: Thursday, September 18, 2003 12:30 PM
To: Hodge, Jeff F (ECIII)
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] NO Incoming mail


Did you setup /etc/aliases? And restart sendmail? Does your sendmail server
even receive the e-mail? What does it say in the /var/log/maillog when you
send an e-mail to the server? Etc etc...
 
Michael
 
-----Original Message-----
From: Hodge, Jeff F (ECIII) [mailto:Jeff.Hodge at yuma.army.mil] 
Posted At: Thursday, September 18, 2003 2:50 PM
Posted To: RT
Conversation: [rt-users] NO Incoming mail
Subject: [rt-users] NO Incoming mail
 
mysql 4.014/RT3.04/ap1.38/mp1.28/ 
Outgoing mail seems to be working perfectly.  If a create a ticket and add a
cc then the cc gets sent out as should be expected.
Incoming is not working.  
Neither 
a) reply to a problem the was sent via cc from RT, the comments do not get
appended to the history or seem to go anywhere for that matter. I checked
the system email and also to see if it gets bounced.
Nor 
b) sending an email  directly to the RT .  I use problems at rt_url.com. 
Here are some of my rt_config settings.  I've checked documents and mail
list but something is not set right.... 
What is set wrong for incoming mail? 
 
        -where jeff.hodge at company.com is the company email 
                and 
        -rt_url.com is the domain for RT 
Set($OwnerEmail , 'jeff.hodge at company.com'); 
Set($LoopsToRTOwner , 1); 
Set($StoreLoops , 1); 
Set($MaxAttachmentSize , 10000000); 
Set($TruncateLongAttachments , undef); 
Set($DropLongAttachments , undef); 
Set($ParseNewMessageForTicketCcs , 1); 
Set($RTAddressRegexp , '^rt\@rt_url.com$'); 
Set($CanonicalizeEmailAddressMatch   ,'subdomain.example.com$'); 
Set($CanonicalizeEmailAddressReplace , 'example.com'); 
Set($SenderMustExistInExternalDatabase , 1); 
Set($OwnerEmail , 'jeff.hodge at company.com'); 
Set($CorrespondAddress ,'problems at rt_url.com'); 
Set($CommentAddress , 'problems at rt_url.com'); 
Set($MailCommand , 'sendmail'); 
Set($SendmailArguments , "-oi -t"); 
Set($SendmailPath , "/usr/sbin/sendmail"); 
Set($UseFriendlyFromLine , 1); 
Set($FriendlyFromLineFormat , "\"%s via RT\" <%s>"); 
Set($UseFriendlyToLine , 0); 
Set($NotifyActor, 0); 
Set($LogToSyslog    , 'debug'); 
Set($LogToScreen    , 'error'); 
Set($LogToFile      , 1); 
Set($LogDir, '/opt/rt3/var/log'); 
Set($LogToFileNamed , "rt.log");    #log to rt.log 
Set($LoopsToRTOwner , 1); 
Set($StoreLoops , 1); 
Set($MaxAttachmentSize , 10000000); 
Set($TruncateLongAttachments , undef); 
Set($DropLongAttachments , undef); 
Set($ParseNewMessageForTicketCcs , 1); 
Set($RTAddressRegexp , '^rt\@rt_url.com'); 
Set($CanonicalizeEmailAddressMatch   , 'subdomain.example.com$'); 
Set($CanonicalizeEmailAddressReplace , 'example.com'); 
Set($SenderMustExistInExternalDatabase , 1); 



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From RT at InterCept.Net  Thu Sep 18 18:54:32 2003
From: RT at InterCept.Net (RT)
Date: Thu, 18 Sep 2003 18:54:32 -0400
Subject: [rt-users] NO Incoming mail
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B776@icptex02.corp.icpt.net>

Whats the actual sendmail error? Connection refused due to relay denied?
No such user? Etc etc. you really only have to change sendmail if you
secured it or change it from it's default configs.
 
Michael
 
-----Original Message-----
From: Hodge, Jeff F (ECIII) [mailto:Jeff.Hodge at yuma.army.mil] 
Posted At: Thursday, September 18, 2003 6:01 PM
Posted To: RT
Conversation: [rt-users] NO Incoming mail
Subject: RE: [rt-users] NO Incoming mail
 
 
>Did you setup /etc/aliases?
/etc/alias:
# rt mail gateway setup  
rt: "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url
http://rt_url.com/ <http://rt_url.com/> 
>And restart sendmail
yes
 
>Does your sendmail server even receive the e-mail? 
doesn't appear to be recieve mail sent directly to the server
What file adjusts sendmail settings?
 
>What does it say in the /var/log/maillog when you send an e-mail to the
server?
Actualy called [/var/log/mail]
ah, I'm getting connection refused errors...
If I send an email from the server (pine) it sends.  The replay to this
address doesn't work, but it doesn't bounce either.
 
	 -----Original Message-----
	From: RT [mailto:RT at InterCept.Net]
	Sent: Thursday, September 18, 2003 12:30 PM
	To: Hodge, Jeff F (ECIII)
	Cc: rt-users at lists.fsck.com
	Subject: RE: [rt-users] NO Incoming mail
	Did you setup /etc/aliases? And restart sendmail? Does your
sendmail server even receive the e-mail? What does it say in the
/var/log/maillog when you send an e-mail to the server? Etc etc...
	 
	Michael
	 
	-----Original Message-----
	From: Hodge, Jeff F (ECIII) [mailto:Jeff.Hodge at yuma.army.mil] 
	Posted At: Thursday, September 18, 2003 2:50 PM
	Posted To: RT
	Conversation: [rt-users] NO Incoming mail
	Subject: [rt-users] NO Incoming mail
	 
	mysql 4.014/RT3.04/ap1.38/mp1.28/ 
	Outgoing mail seems to be working perfectly.  If a create a
ticket and add a cc then the cc gets sent out as should be expected.
	Incoming is not working.  
	Neither 
	a) reply to a problem the was sent via cc from RT, the comments
do not get appended to the history or seem to go anywhere for that
matter. I checked the system email and also to see if it gets bounced.
	Nor 
	b) sending an email  directly to the RT .  I use
problems at rt_url.com. 
	Here are some of my rt_config settings.  I've checked documents
and mail list but something is not set right.... 
	What is set wrong for incoming mail? 
	 
	        -where jeff.hodge at company.com is the company email 
	                and 
	        -rt_url.com is the domain for RT 
	Set($OwnerEmail , 'jeff.hodge at company.com'); 
	Set($LoopsToRTOwner , 1); 
	Set($StoreLoops , 1); 
	Set($MaxAttachmentSize , 10000000); 
	Set($TruncateLongAttachments , undef); 
	Set($DropLongAttachments , undef); 
	Set($ParseNewMessageForTicketCcs , 1); 
	Set($RTAddressRegexp , '^rt\@rt_url.com$'); 
	Set($CanonicalizeEmailAddressMatch   ,'subdomain.example.com$');

	Set($CanonicalizeEmailAddressReplace , 'example.com'); 
	Set($SenderMustExistInExternalDatabase , 1); 
	Set($OwnerEmail , 'jeff.hodge at company.com'); 
	Set($CorrespondAddress ,'problems at rt_url.com'); 
	Set($CommentAddress , 'problems at rt_url.com'); 
	Set($MailCommand , 'sendmail'); 
	Set($SendmailArguments , "-oi -t"); 
	Set($SendmailPath , "/usr/sbin/sendmail"); 
	Set($UseFriendlyFromLine , 1); 
	Set($FriendlyFromLineFormat , "\"%s via RT\" <%s>"); 
	Set($UseFriendlyToLine , 0); 
	Set($NotifyActor, 0); 
	Set($LogToSyslog    , 'debug'); 
	Set($LogToScreen    , 'error'); 
	Set($LogToFile      , 1); 
	Set($LogDir, '/opt/rt3/var/log'); 
	Set($LogToFileNamed , "rt.log");    #log to rt.log 
	Set($LoopsToRTOwner , 1); 
	Set($StoreLoops , 1); 
	Set($MaxAttachmentSize , 10000000); 
	Set($TruncateLongAttachments , undef); 
	Set($DropLongAttachments , undef); 
	Set($ParseNewMessageForTicketCcs , 1); 
	Set($RTAddressRegexp , '^rt\@rt_url.com'); 
	Set($CanonicalizeEmailAddressMatch   ,
'subdomain.example.com$'); 
	Set($CanonicalizeEmailAddressReplace , 'example.com'); 
	Set($SenderMustExistInExternalDatabase , 1); 
	
	
	
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From request_tracker at acerhomes.com  Fri Sep 19 06:30:33 2003
From: request_tracker at acerhomes.com (Rommie)
Date: Fri, 19 Sep 2003 10:30:33 -0000 (UTC)
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB25958B@icptex02.corp.icpt.net>
References: <A8ED8823644C614280ACAC1A4D3E93FB25958B@icptex02.corp.icpt.net>
Message-ID: <3736.177.177.177.222.1063967433.squirrel@_default_>

Thanks! Michael

So I will do it now. Since this is fresh install, our direction will be
Apache2 + FastCGI and Mysql (I prefer postgrest to use, is that ok?)

---rommie


> This is still on your rh9 distro? I will try to walk through this with
> you. Do a fresh install of rh9, then run up2date and make sure you are
> current on everything, kernel as well. I will locate a box here that I
> can do the same with and we will walk through the installation of 3.0.5.
>
> Michael
>
> -----Original Message-----
> From: request_tracker at acerhomes.com
> [mailto:request_tracker at acerhomes.com]
> Posted At: Thursday, September 18, 2003 10:44 AM
> Posted To: RT
> Conversation: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI +
> MYSQL
> Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
>
> Hey Guys!
>
> Im frustrated already.  I can't make my RT3 installation work for Apache
> 1.3 + mod_perl1 (my precious 5 days already wasted). Since I don't get
> answer on my problem with Apache-Mason ("Bareword 'REDIRECT' error...),
> I
> will push through to use Apache2 + FastCGI.
>
> I need instruction on how to install everything (except MYSQL).  I will
> try I hope it works....
>
>
> --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
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 mrz at intelenet.net  Fri Sep 19 00:20:21 2003
From: mrz at intelenet.net (matthew zeier)
Date: Thu, 18 Sep 2003 21:20:21 -0700
Subject: [rt-users] Standard RT Reporting and Statistics
References: <5BA34116C6BBA14F9B18EAA1A0DE47EA01553B@33par-exchange.dauphin_fr.clearchannel.fr>
Message-ID: <019d01c37e65$59c25310$0a16160a@desktop>

What's  your apache config look like?  I've not been able to get the graphs
to work at all and don't really care if I have to use Apache::GD:Graph or
not.

----- Original Message ----- 
From: "THAUVIN Blaise (Dir. Informatique)" <bthauvin at clearchannel.fr>
To: "Harald Wagener" <hwagener at hamburg.fcb.com>; <rt-users at lists.fsck.com>
Sent: Wednesday, September 17, 2003 1:42 PM
Subject: RE: [rt-users] Standard RT Reporting and Statistics


Hi,

This last mail from Harald helped me a lot, I now managed to get a graph,
but only by manually editing the URL called :

Here are my findings :

1) As the mail says, Apache::GD::Graph is needed. The Readme file says it is
not, that was the main reason why my install did not work. The README file
should add the info about the Apache config file.

2) The Statistics tabs still does not appear. If I drop the "Tabs" file into
my local/html directory, RT crashes with the folowing message : 32 levels
deep in component stack (infinite recursive call?) (full error message
pasted at the end) (RT 3.0.5 with RTFM installed. I used to see the
Statistics tabs before, it may be before I installed RTFM)

3) The URL for the graph does not work :
http://hotline.dauphin-affichage.com/Statistics/CallsQueueDay/Elements/Chart?x_labels=Thu%2011,Fri%2012,Mon%2015,Tue%2016,Wed%2017&data1=9,6,10,7,3&data2=18,8,12,9,4&data3=0,0,0,1,0

I can get a correct graph if :
   a) I change the path to shorten it and replace "Chart" with "chart".
   b) I change the variables to arrays, adding [] pairs.

The URL bellow works OK
http://hotline.dauphin-affichage.com/chart?x_labels=[Thu%2011,Fri%2012,Mon%2015,Tue%2016,Wed%2017]&data1=[9,6,10,7,3]&data2=[18,8,12,9,4]&data3=[0,0,0,1,0]


I hope this can help

Blaise


-----Message d'origine-----
De : Harald Wagener [mailto:hwagener at hamburg.fcb.com]
Envoy? : mercredi 17 septembre 2003 11:11
? : rt-users at lists.fsck.com
Objet : Re: [rt-users] Standard RT Reporting and Statistics



On Dienstag, 16. September 2003, at 22:33Uhr, Joseph Spenner wrote:

> I'm using RT2, therefore limited to the RT2 stats from
> the URL below.  Simple enough to install, but the
> graphs don't work.  I get a broken link which attempts
> to go to:
>
> http://my.rtbox//chart?
> type=bars&x_labels=[Sun,Mon,Tue,Wed,Thu,Fri,Sat]&data1=[,66,50,50,21,50
> 0,]&data2=[16,169,211,229,170,144,18]&data3=[,16,36,31,15,42,]
>
> What is the stats package trying to find?
>
>

You are probably missing a script alias from /chart to
Apache::GD::Graph. Do You have the following for Your rt vhost?

   <Location /chart>
         <IfModule mod_perl.c>
             SetHandler perl-script
             PerlHandler +Apache::GD::Graph
         </IfModule>
     </Location>

You also need, Apache::GD::Graph, hence GD::Graph, hence libgd
installed and working for RT2. The statistics package for RT2 only
works if You use mod_perl.

Regards,
     Harald
----------------------------------------------------------------------------
-----------------

Error message when starting RT

System error

error:  32 levels deep in component stack (infinite recursive call?)

context:  ...
160:  die "Cannot make alias without caller"
161:  unless defined $Exception::Class::Caller;
162:
163:  no strict 'refs';
164:  *{"$Exception::Class::Caller\::$alias"} = sub {
$subclass->throw(@_) };
165:  }
166:
167:  eval $code;
168:
...

code stack:  /usr/local/lib/perl5/site_perl/5.8.0/Exception/Class.pm:164
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:975
/usr/local/rt3/share/html/Elements/Callback:58
/usr/local/rt3/local/html/Elements/Tabs:52
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
/usr/local/rt3/local/html/Elements/Tabs:24
...

---------------------------------------------------------------------
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 mwatson at netspace.net.au  Fri Sep 19 04:09:18 2003
From: mwatson at netspace.net.au (Matthew Watson)
Date: Fri, 19 Sep 2003 16:09:18 +0800
Subject: [rt-users] question about the import tool
Message-ID: <518425609.1063987758@snowblind>

Heya all.

 About to start playing around with converting to rt3 yet again (can never 
seem to find enough time to complete this process).

 Anyway, I will need to do the incremental upgrade, i've noticed in the 
README it says


"It's important to note that this incremental importer _mandates_ that 
queues,
keyword selects, links and queue watchers not be changed on either RT 
instance
during the export/import period."

Does this count for New tickets as well (I assume the import tool handles 
new tickets when doing incremental upgrades). So if I create a new ticket, 
can I create a link on it, or select a keyword?

Thanks
Matthew Watson
Netspace Online Systems.




From request_tracker at acerhomes.com  Fri Sep 19 12:35:38 2003
From: request_tracker at acerhomes.com (Rommie)
Date: Fri, 19 Sep 2003 16:35:38 -0000 (UTC)
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB25958B@icptex02.corp.icpt.net>
References: <A8ED8823644C614280ACAC1A4D3E93FB25958B@icptex02.corp.icpt.net>
Message-ID: <2485.177.177.177.222.1063989338.squirrel@_default_>

Okay Michael.  I re-install and update everything.  Currently these are my
setups :

kernel-smp-2.4.20-20.9
httpd-2.0.40-21.5
sendmail-8.12.8-9.90

perl-5.8.0-88
perl-DateManip-5.40-30
perl-libxml-perl-0.07-28
perl-XML-Grove-0.46alpha-25
perl-DB_File-1.804-88
perl-Filter-1.29-3
perl-HTML-Tagset-3.03-28
perl-Parse-Yapp-1.05-30
perl-URI-1.21-7
perl-XML-Parser-2.31-15
perl-XML-Dumper-0.4-25
perl-libxml-enno-1.02-29
perl-XML-Twig-3.09-3
perl-DBI-1.32-5
perl-DBD-MySQL-2.1021-3
perl-DBD-Pg-1.21-2
mod_perl-1.99_07-5
perl-HTML-Parser-3.26-17
perl-libwww-perl-5.65-6
perl-XML-Encoding-1.01-23
perl-CPAN-1.61-88
perl-CGI-2.81-88


/usr/bin/perl ./sbin/rt-test-dependencies --with-postgres --with-fastcgi
perl:
	5.8.0...found


MASON dependencies:

Params::Validate 0.02...MISSING
Cache::Cache ...MISSING
Exception::Class ...MISSING
HTML::Mason 1.16...MISSING
MLDBM ...MISSING
Errno ...found
FreezeThaw ...MISSING
Digest::MD5 2.27...MISSING
Digest::MD5 version 2.27 required--this is only version 2.20 at (eval 13)
line 2.
CGI::Cookie 1.20...found
Storable ...found
Apache::Session 1.53...MISSING


FASTCGI dependencies:
CGI ...found
FCGI ...MISSING
CGI::Fast ...MISSING


MAILGATE dependencies:
HTML::TreeBuilder ...MISSING
HTML::FormatText ...MISSING
Getopt::Long ...found
LWP::UserAgent ...found


POSTGRESQL dependencies:
DBD::Pg ...found

CLI dependencies:
Getopt::Long 2.24...found


CORE dependencies:
Digest::MD5 2.27...MISSING
	Digest::MD5 version 2.27 required--this is only version 2.20 at (eval 29)
line 2.
DBI 1.37...MISSING
DBI version 1.37 required--this is only version 1.32 at (eval 30) line 2.
Test::Inline ...MISSING
Class::ReturnValue 0.40...MISSING
DBIx::SearchBuilder 0.92...MISSING
Text::Template ...MISSING
File::Spec 0.8...found
HTML::Entities ...found
Net::Domain ...found
Log::Dispatch 2.0...MISSING
Locale::Maketext 1.06...MISSING
    Locale::Maketext version 1.06 required--this is only version 1.03 at
(eval 39) line 2.
Locale::Maketext::Lexicon 0.25...MISSING
Locale::Maketext::Fuzzy ...MISSING
MIME::Entity 5.108...MISSING
Mail::Mailer 1.57...MISSING
Net::SMTP ...found
Text::Wrapper ...MISSING
Time::ParseDate ...MISSING
File::Temp ...found
Term::ReadKey ...MISSING
Text::Autoformat ...MISSING
Text::Quoted ...MISSING

DEV dependencies:

Regexp::Common ...MISSING
Time::HiRes ...MISSING
Test::Inline ...MISSING
WWW::Mechanize ...MISSING


I'm about to update all perl modules.  Is it better to update using the
CPAN or installing individually using tar?


---rommie


> This is still on your rh9 distro? I will try to walk through this with
> you. Do a fresh install of rh9, then run up2date and make sure you are
> current on everything, kernel as well. I will locate a box here that I
> can do the same with and we will walk through the installation of 3.0.5.
>
> Michael
>
> -----Original Message-----
> From: request_tracker at acerhomes.com
> [mailto:request_tracker at acerhomes.com]
> Posted At: Thursday, September 18, 2003 10:44 AM
> Posted To: RT
> Conversation: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI +
> MYSQL
> Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
>
> Hey Guys!
>
> Im frustrated already.  I can't make my RT3 installation work for Apache
> 1.3 + mod_perl1 (my precious 5 days already wasted). Since I don't get
> answer on my problem with Apache-Mason ("Bareword 'REDIRECT' error...),
> I
> will push through to use Apache2 + FastCGI.
>
> I need instruction on how to install everything (except MYSQL).  I will
> try I hope it works....
>
>
> --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
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 richardf at ginklozo.com  Fri Sep 19 08:46:43 2003
From: richardf at ginklozo.com (Richard Foxworthy)
Date: Fri, 19 Sep 2003 13:46:43 +0100
Subject: [rt-users] attachment problem
Message-ID: <00d001c37eac$150acd50$16a014ac@Tablet>

I'm a new user and have had a bit of stuggle to get my RT 3.0.4 installation working.

I have the basic functionality working now but have hit an issue with attachments. I can send an email with an attachment to my RT queue, and RT seems to recognise there is an attachment and displays it. The file name is correct, but the attachment is corrupt and file size is much smaller than it should be.

Are there any special tricks with getting RT to accommodate email attachments?
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From cubic at acronis.ru  Fri Sep 19 08:55:31 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Fri, 19 Sep 2003 16:55:31 +0400
Subject: [rt-users] attachment problem
In-Reply-To: <00d001c37eac$150acd50$16a014ac@Tablet>
References: <00d001c37eac$150acd50$16a014ac@Tablet>
Message-ID: <3F6AFCC3.3020608@acronis.ru>

Richard Foxworthy wrote:

> I'm a new user and have had a bit of stuggle to get my RT 3.0.4 
> installation working.
>  
> I have the basic functionality working now but have hit an issue with 
> attachments. I can send an email with an attachment to my RT queue, 
> and RT seems to recognise there is an attachment and displays it. The 
> file name is correct, but the attachment is corrupt and file size is 
> much smaller than it should be.
>  
> Are there any special tricks with getting RT to accommodate email 
> attachments?

mod_perl2/1 or fastCGI? Pg or mySQL?


Look at RT_SiteConfig.pm and RT_Config.pm for /truncate/ or /attachments/
There was some different issues according to your problem on this list. 
Google for 'site:fsck.com attachments coruption' and other.



From hari at usva.artofliving.org  Fri Sep 19 10:34:16 2003
From: hari at usva.artofliving.org (Hariharan)
Date: Fri, 19 Sep 2003 10:34:16 -0400 (EDT)
Subject: [rt-users] Stop abusers
Message-ID: <18252.129.33.49.251.1063982056.squirrel@webmail.artofliving.org>

Hello

I have just upgraded to RT3 from RT2

Was wondering how I can black list a user from the "everyone" group from
adding a ticket to the system.

This users system seems to be infected with a virus and I am getting huge
number of junk emails creating tickets in my system.

Also, while we are at it, how can I incorporate a spam / virus filter in RT?

Thanks for the help

I am enjoying this!!

Hari




From rene at realhost.dk  Fri Sep 19 10:38:02 2003
From: rene at realhost.dk (=?ISO-8859-1?Q?Realhost_I/S_-_Rene_Brask_S=F8rensen?=)
Date: Fri, 19 Sep 2003 16:38:02 +0200
Subject: [rt-users] mail-body encoding, can't use letters that's in is
 o-8859-1
In-Reply-To: <3A54947595874945B59D87BAF4FC0BAA2A4923@svrmail001.esabel.com>
References: <3A54947595874945B59D87BAF4FC0BAA2A4923@svrmail001.esabel.com>
Message-ID: <3F6B14CA.4070601@realhost.dk>

Jaime Diaz wrote:

>1) Open your RT_SiteConfig.pm
>2) Search for the RT UTF-8 Settings
>3) Check if you have this: Set($EmailOutputEncoding , 'iso-8859-1'); 
>
>Probably you have 'UTF-8' now. Change it to iso-8859-1. Restart Apache and
>it should work (at least, works here).
>  
>
Done that and my setting is :
        Set($EmailOutputEncoding , 'iso-8859-1');

Here is all my settings regarding the charset config. :

@LexiconLanguages = qw(*) unless (@LexiconLanguages);
@EmailInputEncodings = qw(iso-8859-1 us-ascii) unless 
(@EmailInputEncodings);
Set($EmailOutputEncoding , 'iso-8859-1');

in my vhost.conf (apache conf) i have : "AddDefaultCharset ISO-8869-1"

And besite that, I have used a fresh installation of rt (v-3.0.5).

Here is an ex. of a mail header. It's from the view of history in the 
rt-webinterface and the ticket i made i the rt system.

X-Mailer: MIME-tools 5.411 (Entity 5.404)
Content-Disposition: inline
Content-Type: text/plain; charset="utf-8"
Subject: ??????
MIME-Version: 1.0
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: iso-8859-1
Content-Length: 12


??????

And what I'm wondering about is why the "charset=utf8"

Best regrads

Rene Brask
   



From lists at routemeister.net  Fri Sep 19 10:40:40 2003
From: lists at routemeister.net (Simon)
Date: Fri, 19 Sep 2003 16:40:40 +0200
Subject: [rt-users] rtir - possible bug
Message-ID: <20030919144040.GB28448@lilith.routemeister.net>

I've found what seems to be a bug in rtir (rtir 1.0.0, rt 3.0.5). Didn't
find anything about it when searching the list archives.

When doing a 'Reply to Reporters' while looking at an incident in rtir
the only possible 'Update Type' given is 'Comments (Not sent to
requestors)'. That doesn't turn out quite right since a comment will
send to pretty much everyone except the reporters (unless I'm
overlooking something obvious).

The problem seems to be the check for '$i == 0' on line 73 in
local/html/RTIR/Incident/BulkReply.html. $i will only be 0 if no incident
reports were chosen to reply to. This condition is already made
impossible by the check on line 53 in the same file.

Updating the check to '$i > 0' or removing the $i part completely seems
to do the right thing.

Has anyone else encountered this?

-- 
Simon



From JDiaz at esabel.net  Fri Sep 19 10:43:16 2003
From: JDiaz at esabel.net (Jaime Diaz)
Date: Fri, 19 Sep 2003 11:43:16 -0300
Subject: [rt-users] mail-body encoding, can't use letters that's in is
	 o-8859-1
Message-ID: <3A54947595874945B59D87BAF4FC0BAA2A493D@svrmail001.esabel.com>

AddDefaultCharset ISO-8869-1 , is this a typo?
What MTA are you using? maybe it is who is changing the encoding.

-----Original Message-----
From: Realhost I/S - Rene Brask S?rensen [mailto:rene at realhost.dk]
Sent: Viernes, 19 de Septiembre de 2003 11:38 a.m.
To: Jaime Diaz; rt-users at lists.fsck.com
Subject: Re: [rt-users] mail-body encoding, can't use letters that's in
is o-8859-1


Jaime Diaz wrote:

>1) Open your RT_SiteConfig.pm
>2) Search for the RT UTF-8 Settings
>3) Check if you have this: Set($EmailOutputEncoding , 'iso-8859-1'); 
>
>Probably you have 'UTF-8' now. Change it to iso-8859-1. Restart Apache and
>it should work (at least, works here).
>  
>
Done that and my setting is :
        Set($EmailOutputEncoding , 'iso-8859-1');

Here is all my settings regarding the charset config. :

@LexiconLanguages = qw(*) unless (@LexiconLanguages);
@EmailInputEncodings = qw(iso-8859-1 us-ascii) unless 
(@EmailInputEncodings);
Set($EmailOutputEncoding , 'iso-8859-1');

in my vhost.conf (apache conf) i have : "AddDefaultCharset ISO-8869-1"

And besite that, I have used a fresh installation of rt (v-3.0.5).

Here is an ex. of a mail header. It's from the view of history in the 
rt-webinterface and the ticket i made i the rt system.

X-Mailer: MIME-tools 5.411 (Entity 5.404)
Content-Disposition: inline
Content-Type: text/plain; charset="utf-8"
Subject: ??????
MIME-Version: 1.0
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: iso-8859-1
Content-Length: 12


??????

And what I'm wondering about is why the "charset=utf8"

Best regrads

Rene Brask
   


From joseph85750 at yahoo.com  Fri Sep 19 10:46:34 2003
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Fri, 19 Sep 2003 07:46:34 -0700 (PDT)
Subject: [rt-users] Stop abusers
In-Reply-To: <18252.129.33.49.251.1063982056.squirrel@webmail.artofliving.org>
Message-ID: <20030919144634.20785.qmail@web13105.mail.yahoo.com>

I wrote some simple perl code to do this very thing. 
It sits between sendmail and RT.  You define what you
want to ignore, and it drops those messages without
poluting RT.
If you want, reply directly to me and I'll provide the
code.


--- Hariharan <hari at usva.artofliving.org> wrote:
> Hello
> 
> I have just upgraded to RT3 from RT2
> 
> Was wondering how I can black list a user from the
> "everyone" group from
> adding a ticket to the system.
> 
> This users system seems to be infected with a virus
> and I am getting huge
> number of junk emails creating tickets in my system.
> 
> Also, while we are at it, how can I incorporate a
> spam / virus filter in RT?
> 
> Thanks for the help
> 
> I am enjoying this!!
> 
> 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


=====
"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!?
Yahoo! SiteBuilder - Free, easy-to-use web site design software
http://sitebuilder.yahoo.com


From rene at realhost.dk  Fri Sep 19 10:48:33 2003
From: rene at realhost.dk (=?ISO-8859-1?Q?Realhost_I/S_-_Rene_Brask_S=F8rensen?=)
Date: Fri, 19 Sep 2003 16:48:33 +0200
Subject: [rt-users] mail-body encoding, can't use letters that's in is
  o-8859-1
In-Reply-To: <3A54947595874945B59D87BAF4FC0BAA2A493D@svrmail001.esabel.com>
References: <3A54947595874945B59D87BAF4FC0BAA2A493D@svrmail001.esabel.com>
Message-ID: <3F6B1741.3030202@realhost.dk>

Jaime Diaz wrote:

>AddDefaultCharset ISO-8869-1 , is this a typo?
>
ups sorry, it's just a typo ;)

>What MTA are you using? maybe it is who is changing the encoding.
>
>-----Original Message-----
>From: Realhost I/S - Rene Brask S?rensen [mailto:rene at realhost.dk]
>Sent: Viernes, 19 de Septiembre de 2003 11:38 a.m.
>To: Jaime Diaz; rt-users at lists.fsck.com
>Subject: Re: [rt-users] mail-body encoding, can't use letters that's in
>is o-8859-1
>
>
>Jaime Diaz wrote:
>
>  
>
>>1) Open your RT_SiteConfig.pm
>>2) Search for the RT UTF-8 Settings
>>3) Check if you have this: Set($EmailOutputEncoding , 'iso-8859-1'); 
>>
>>Probably you have 'UTF-8' now. Change it to iso-8859-1. Restart Apache and
>>it should work (at least, works here).
>> 
>>
>>    
>>
>Done that and my setting is :
>        Set($EmailOutputEncoding , 'iso-8859-1');
>
>Here is all my settings regarding the charset config. :
>
>@LexiconLanguages = qw(*) unless (@LexiconLanguages);
>@EmailInputEncodings = qw(iso-8859-1 us-ascii) unless 
>(@EmailInputEncodings);
>Set($EmailOutputEncoding , 'iso-8859-1');
>
>in my vhost.conf (apache conf) i have : "AddDefaultCharset ISO-8869-1"
>
>And besite that, I have used a fresh installation of rt (v-3.0.5).
>
>Here is an ex. of a mail header. It's from the view of history in the 
>rt-webinterface and the ticket i made i the rt system.
>
>X-Mailer: MIME-tools 5.411 (Entity 5.404)
>Content-Disposition: inline
>Content-Type: text/plain; charset="utf-8"
>Subject: ??????
>MIME-Version: 1.0
>Content-Transfer-Encoding: binary
>X-RT-Original-Encoding: iso-8859-1
>Content-Length: 12
>
>
>??????
>
>And what I'm wondering about is why the "charset=utf8"
>
>Best regrads
>
>Rene Brask
>   
>  
>




From rene at realhost.dk  Fri Sep 19 10:52:49 2003
From: rene at realhost.dk (=?ISO-8859-1?Q?Realhost_I/S_-_Rene_Brask_S=F8rensen?=)
Date: Fri, 19 Sep 2003 16:52:49 +0200
Subject: [rt-users] mail-body encoding, can't use letters that's in is
  o-8859-1
In-Reply-To: <3A54947595874945B59D87BAF4FC0BAA2A493D@svrmail001.esabel.com>
References: <3A54947595874945B59D87BAF4FC0BAA2A493D@svrmail001.esabel.com>
Message-ID: <3F6B1841.5060006@realhost.dk>

Jaime Diaz wrote:

>AddDefaultCharset ISO-8869-1 , is this a typo?
>What MTA are you using? maybe it is who is changing the encoding.
>
I'm using Postfix and that's not the case, because then all my other 
mail would have the same problem and it don't. Sorry, I to wish that 
just had been the problem.

/Rene

>
>-----Original Message-----
>From: Realhost I/S - Rene Brask S?rensen [mailto:rene at realhost.dk]
>Sent: Viernes, 19 de Septiembre de 2003 11:38 a.m.
>To: Jaime Diaz; rt-users at lists.fsck.com
>Subject: Re: [rt-users] mail-body encoding, can't use letters that's in
>is o-8859-1
>
>
>Jaime Diaz wrote:
>
>  
>
>>1) Open your RT_SiteConfig.pm
>>2) Search for the RT UTF-8 Settings
>>3) Check if you have this: Set($EmailOutputEncoding , 'iso-8859-1'); 
>>
>>Probably you have 'UTF-8' now. Change it to iso-8859-1. Restart Apache and
>>it should work (at least, works here).
>> 
>>
>>    
>>
>Done that and my setting is :
>        Set($EmailOutputEncoding , 'iso-8859-1');
>
>Here is all my settings regarding the charset config. :
>
>@LexiconLanguages = qw(*) unless (@LexiconLanguages);
>@EmailInputEncodings = qw(iso-8859-1 us-ascii) unless 
>(@EmailInputEncodings);
>Set($EmailOutputEncoding , 'iso-8859-1');
>
>in my vhost.conf (apache conf) i have : "AddDefaultCharset ISO-8869-1"
>
>And besite that, I have used a fresh installation of rt (v-3.0.5).
>
>Here is an ex. of a mail header. It's from the view of history in the 
>rt-webinterface and the ticket i made i the rt system.
>
>X-Mailer: MIME-tools 5.411 (Entity 5.404)
>Content-Disposition: inline
>Content-Type: text/plain; charset="utf-8"
>Subject: ??????
>MIME-Version: 1.0
>Content-Transfer-Encoding: binary
>X-RT-Original-Encoding: iso-8859-1
>Content-Length: 12
>
>
>??????
>
>And what I'm wondering about is why the "charset=utf8"
>
>Best regrads
>
>Rene Brask
>   
>  
>




From funs.kessen at bbned.nl  Fri Sep 19 10:59:08 2003
From: funs.kessen at bbned.nl (Funs Kessen)
Date: Fri, 19 Sep 2003 16:59:08 +0200
Subject: [rt-users] Stop abusers
In-Reply-To: <18252.129.33.49.251.1063982056.squirrel@webmail.artofliving.org>
Message-ID: <NGBBICAEELBPIOOICCMBIEABDAAA.funs.kessen@bbned.nl>

Hi,

> Was wondering how I can black list a user from the "everyone" group from
> adding a ticket to the system.
>
I wouldn't know, but if you've given "everyone" the opertunity to create
tickets
You should revise your ACL setup, because giving everyone rights and then
revoking them is not very logical in my opinion :)

> This users system seems to be infected with a virus and I am getting huge
> number of junk emails creating tickets in my system.
>
I'd blok him at mail server level, and not on RT level,
if you're running sendmail you can do this in the access file

> Also, while we are at it, how can I incorporate a spam / virus
> filter in RT?
>
I think you could better incorporate this in your mail server that
runs on the box instead of your ticketing system, ticketing systems
are not meant for filtering spam and virus checking ;)

> I am enjoying this!!
>
You should :)

Grtz Funs



From rene at realhost.dk  Fri Sep 19 11:16:40 2003
From: rene at realhost.dk (=?ISO-8859-1?Q?Realhost_I/S_-_Rene_Brask_S=F8rensen?=)
Date: Fri, 19 Sep 2003 17:16:40 +0200
Subject: [rt-users] mail-body encoding, can't use letters that's in iso-8859-1
In-Reply-To: <3A54947595874945B59D87BAF4FC0BAA2A493D@svrmail001.esabel.com>
References: <3A54947595874945B59D87BAF4FC0BAA2A493D@svrmail001.esabel.com>
Message-ID: <3F6B1DD8.6000802@realhost.dk>

>
>
>Jaime Diaz wrote:
>
>  
>
>>1) Open your RT_SiteConfig.pm
>>2) Search for the RT UTF-8 Settings
>>3) Check if you have this: Set($EmailOutputEncoding , 'iso-8859-1'); 
>>
>>Probably you have 'UTF-8' now. Change it to iso-8859-1. Restart Apache and
>>it should work (at least, works here).
>> 
>>
>>    
>>
>Done that and my setting is :
>        Set($EmailOutputEncoding , 'iso-8859-1');
>
>Here is all my settings regarding the charset config. :
>
>@LexiconLanguages = qw(*) unless (@LexiconLanguages);
>@EmailInputEncodings = qw(iso-8859-1 us-ascii) unless 
>(@EmailInputEncodings);
>Set($EmailOutputEncoding , 'iso-8859-1');
>
>in my vhost.conf (apache conf) i have : "AddDefaultCharset ISO-8869-1"
>
>And besite that, I have used a fresh installation of rt (v-3.0.5).
>
>Here is an ex. of a mail header. It's from the view of history in the 
>rt-webinterface and the ticket i made i the rt system.
>
>X-Mailer: MIME-tools 5.411 (Entity 5.404)
>Content-Disposition: inline
>Content-Type: text/plain; charset="utf-8"
>Subject: ??????
>MIME-Version: 1.0
>Content-Transfer-Encoding: binary
>X-RT-Original-Encoding: iso-8859-1
>Content-Length: 12
>
>
>??????
>
>And what I'm wondering about is why the "charset=utf8"
>
>Best regrads
>
>Rene Brask
>   
>  
>
I now have increased the problem to the rt mailOutputencoding. Because 
when I send a mail to the rt system from a outside address, the encoding 
is fine ;) But when I later modify the text in the given ticket in rt, 
the encoding gets fucked (encoded in utf8). Same problem arise when I 
create a new ticket in the rt system, the text is encoded in utf8. So 
the BIG question is, how do I change this ?

Best regards

Rene Brask



From RT at InterCept.Net  Fri Sep 19 10:45:31 2003
From: RT at InterCept.Net (RT)
Date: Fri, 19 Sep 2003 10:45:31 -0400
Subject: [rt-users] Stop abusers
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B778@icptex02.corp.icpt.net>

Reject them in your /etc/mail/access file

Hostname/ip REJECT

Then
makemap hash /etc/mail/access < /etc/mail/access

Michael

-----Original Message-----
From: Hariharan [mailto:hari at usva.artofliving.org] 
Posted At: Friday, September 19, 2003 10:34 AM
Posted To: RT
Conversation: [rt-users] Stop abusers
Subject: [rt-users] Stop abusers

Hello

I have just upgraded to RT3 from RT2

Was wondering how I can black list a user from the "everyone" group from
adding a ticket to the system.

This users system seems to be infected with a virus and I am getting
huge
number of junk emails creating tickets in my system.

Also, while we are at it, how can I incorporate a spam / virus filter in
RT?

Thanks for the help

I am enjoying this!!

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 cubic at acronis.ru  Fri Sep 19 11:28:18 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Fri, 19 Sep 2003 19:28:18 +0400
Subject: [rt-users] mail-body encoding, can't use letters that's in iso-8859-1
In-Reply-To: <3F6B1DD8.6000802@realhost.dk>
References: <3A54947595874945B59D87BAF4FC0BAA2A493D@svrmail001.esabel.com> <3F6B1DD8.6000802@realhost.dk>
Message-ID: <3F6B2092.50201@acronis.ru>

    Hello.
As I've understood RT3 store everything in UTF8 encoding in DB, but 
could generate mails in other Encoding.
Thus you have to change default encoding in httpd.conf to 
AddDefaultCharset UTF-8...
    Hopes this helps...

Realhost I/S - Rene Brask S?rensen wrote:

>>
>>
>> Jaime Diaz wrote:
>>
>>  
>>
>>> 1) Open your RT_SiteConfig.pm
>>> 2) Search for the RT UTF-8 Settings
>>> 3) Check if you have this: Set($EmailOutputEncoding , 'iso-8859-1');
>>> Probably you have 'UTF-8' now. Change it to iso-8859-1. Restart 
>>> Apache and
>>> it should work (at least, works here).
>>>
>>>
>>>   
>>
>> Done that and my setting is :
>>        Set($EmailOutputEncoding , 'iso-8859-1');
>>
>> Here is all my settings regarding the charset config. :
>>
>> @LexiconLanguages = qw(*) unless (@LexiconLanguages);
>> @EmailInputEncodings = qw(iso-8859-1 us-ascii) unless 
>> (@EmailInputEncodings);
>> Set($EmailOutputEncoding , 'iso-8859-1');
>>
>> in my vhost.conf (apache conf) i have : "AddDefaultCharset ISO-8869-1"
>>
>> And besite that, I have used a fresh installation of rt (v-3.0.5).
>>
>> Here is an ex. of a mail header. It's from the view of history in the 
>> rt-webinterface and the ticket i made i the rt system.
>>
>> X-Mailer: MIME-tools 5.411 (Entity 5.404)
>> Content-Disposition: inline
>> Content-Type: text/plain; charset="utf-8"
>> Subject: ??????
>> MIME-Version: 1.0
>> Content-Transfer-Encoding: binary
>> X-RT-Original-Encoding: iso-8859-1
>> Content-Length: 12
>>
>>
>> ??????
>>
>> And what I'm wondering about is why the "charset=utf8"
>>
>> Best regrads
>>
>> Rene Brask
>>    
>>
> I now have increased the problem to the rt mailOutputencoding. Because 
> when I send a mail to the rt system from a outside address, the 
> encoding is fine ;) But when I later modify the text in the given 
> ticket in rt, the encoding gets fucked (encoded in utf8). Same problem 
> arise when I create a new ticket in the rt system, the text is encoded 
> in utf8. So the BIG question is, how do I change this ?
>
> 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 Robert.Sullivan at rhi.com  Fri Sep 19 11:34:07 2003
From: Robert.Sullivan at rhi.com (Sullivan, Robert (HQP))
Date: Fri, 19 Sep 2003 08:34:07 -0700
Subject: [rt-users] Stop abusers
Message-ID: <00A851B1D52D3940B03DE868CCF0E6140A6A0A50@HQPEX006.corp.rhalf.com>

This will work however you will stop all mail from that person. Also if you
are going to implement an access list I would also recommend the following
as well to reduce SPAM on all of your mail servers. 

Access map
Mailertable map
Aliases map 
Virtusertable map


-----Original Message-----
From: RT at InterCept.Net [mailto:RT at InterCept.Net] 
Sent: Friday, September 19, 2003 7:46 AM
To: hari at usva.artofliving.org
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] Stop abusers

Reject them in your /etc/mail/access file

Hostname/ip REJECT

Then
makemap hash /etc/mail/access < /etc/mail/access

Michael

-----Original Message-----
From: Hariharan [mailto:hari at usva.artofliving.org] 
Posted At: Friday, September 19, 2003 10:34 AM
Posted To: RT
Conversation: [rt-users] Stop abusers
Subject: [rt-users] Stop abusers

Hello

I have just upgraded to RT3 from RT2

Was wondering how I can black list a user from the "everyone" group from
adding a ticket to the system.

This users system seems to be infected with a virus and I am getting
huge
number of junk emails creating tickets in my system.

Also, while we are at it, how can I incorporate a spam / virus filter in
RT?

Thanks for the help

I am enjoying this!!

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
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 rene at realhost.dk  Fri Sep 19 11:44:53 2003
From: rene at realhost.dk (=?ISO-8859-1?Q?Realhost_I/S_-_Rene_Brask_S=F8rensen?=)
Date: Fri, 19 Sep 2003 17:44:53 +0200
Subject: [rt-users] mail-body encoding, can't use letters that's in iso-8859-1
In-Reply-To: <3F6B2092.50201@acronis.ru>
References: <3A54947595874945B59D87BAF4FC0BAA2A493D@svrmail001.esabel.com> <3F6B1DD8.6000802@realhost.dk> <3F6B2092.50201@acronis.ru>
Message-ID: <3F6B2475.3010702@realhost.dk>

Ruslan U. Zakirov wrote:

>    Hello.
> As I've understood RT3 store everything in UTF8 encoding in DB, but 
> could generate mails in other Encoding.
> Thus you have to change default encoding in httpd.conf to 
> AddDefaultCharset UTF-8...
>    Hopes this helps...

Ahh ok, did'nt know that. But then rt have to translate everything all 
the time.  

What I don't understand is why you wan't me to change default charset i 
apache to utf8. I would like rt to display letters in iso-8859-1 
charset. Maybee I'm misunderstanding something here, but it would seem 
intuitive to set  "AddDefaultCharset ISO-8859-1".

Best regards

Rene brask



>  
>
>>>
>>> Done that and my setting is :
>>>        Set($EmailOutputEncoding , 'iso-8859-1');
>>>
>>> Here is all my settings regarding the charset config. :
>>>
>>> @LexiconLanguages = qw(*) unless (@LexiconLanguages);
>>> @EmailInputEncodings = qw(iso-8859-1 us-ascii) unless 
>>> (@EmailInputEncodings);
>>> Set($EmailOutputEncoding , 'iso-8859-1');
>>>
>>> in my vhost.conf (apache conf) i have : "AddDefaultCharset ISO-8869-1"
>>>
>>> And besite that, I have used a fresh installation of rt (v-3.0.5).
>>>
>>> Here is an ex. of a mail header. It's from the view of history in 
>>> the rt-webinterface and the ticket i made i the rt system.
>>>
>>> X-Mailer: MIME-tools 5.411 (Entity 5.404)
>>> Content-Disposition: inline
>>> Content-Type: text/plain; charset="utf-8"
>>> Subject: ??????
>>> MIME-Version: 1.0
>>> Content-Transfer-Encoding: binary
>>> X-RT-Original-Encoding: iso-8859-1
>>> Content-Length: 12
>>>
>>>
>>> ??????
>>>
>>> And what I'm wondering about is why the "charset=utf8"
>>>
>>> Best regrads
>>>
>>> Rene Brask
>>>   
>>
>> I now have increased the problem to the rt mailOutputencoding. 
>> Because when I send a mail to the rt system from a outside address, 
>> the encoding is fine ;) But when I later modify the text in the given 
>> ticket in rt, the encoding gets fucked (encoded in utf8). Same 
>> problem arise when I create a new ticket in the rt system, the text 
>> is encoded in utf8. So the BIG question is, how do I change this ?
>>
>> 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 dag at dynasim.se  Fri Sep 19 11:52:51 2003
From: dag at dynasim.se (Dag Bruck)
Date: Fri, 19 Sep 2003 17:52:51 +0200
Subject: [rt-users] Stop abusers
Message-ID: <200309191552.h8JFqpK27093@net.dynasim.se>

Hi,

I have just gone through the process of filtering incoming e-mail
with SpamAssasin, using procmail as glue (not Mail::Audit or other
Perl modules).  The general idea is that mails which are recognized
as potential spam are sent to a human for checking, those which
seem good go directly into RT.

Anyone interested in the details can mail me, and if I get many
requests I will mail to the list.

Dag Bruck
Dynasim AB, Sweden


From cubic at acronis.ru  Fri Sep 19 12:04:29 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Fri, 19 Sep 2003 20:04:29 +0400
Subject: [rt-users] mail-body encoding, can't use letters that's in iso-8859-1
In-Reply-To: <3F6B2475.3010702@realhost.dk>
References: <3A54947595874945B59D87BAF4FC0BAA2A493D@svrmail001.esabel.com> <3F6B1DD8.6000802@realhost.dk> <3F6B2092.50201@acronis.ru> <3F6B2475.3010702@realhost.dk>
Message-ID: <3F6B290D.5070700@acronis.ru>

Realhost I/S - Rene Brask S?rensen wrote:

> Ruslan U. Zakirov wrote:
>
>>    Hello.
>> As I've understood RT3 store everything in UTF8 encoding in DB, but 
>> could generate mails in other Encoding.
>> Thus you have to change default encoding in httpd.conf to 
>> AddDefaultCharset UTF-8...
>>    Hopes this helps...
>
>
> Ahh ok, did'nt know that. But then rt have to translate everything all 
> the time.  

Nop. Only when RT get email and send email, but this feature allow RT 
handle several encodings at the same time.

>
> What I don't understand is why you wan't me to change default charset 
> i apache to utf8. I would like rt to display letters in iso-8859-1 
> charset. Maybee I'm misunderstanding something here, but it would seem 
> intuitive to set  "AddDefaultCharset ISO-8859-1".

Apache do not do any encoding conversions with this option, but set 
specified encoding in response headers. You must set this option to 
UTF-8 because of RT. RT output content to browser in UTF-8 and don't do 
any encoding conversions. What is a problem with it? Your browser 
doesn't support UTF?

>
>
> Best regards
>
> Rene brask
>
>
>
>>  
>>
>>>>
>>>> Done that and my setting is :
>>>>        Set($EmailOutputEncoding , 'iso-8859-1');
>>>>
>>>> Here is all my settings regarding the charset config. :
>>>>
>>>> @LexiconLanguages = qw(*) unless (@LexiconLanguages);
>>>> @EmailInputEncodings = qw(iso-8859-1 us-ascii) unless 
>>>> (@EmailInputEncodings);
>>>> Set($EmailOutputEncoding , 'iso-8859-1');
>>>>
>>>> in my vhost.conf (apache conf) i have : "AddDefaultCharset ISO-8869-1"
>>>>
>>>> And besite that, I have used a fresh installation of rt (v-3.0.5).
>>>>
>>>> Here is an ex. of a mail header. It's from the view of history in 
>>>> the rt-webinterface and the ticket i made i the rt system.
>>>>
>>>> X-Mailer: MIME-tools 5.411 (Entity 5.404)
>>>> Content-Disposition: inline
>>>> Content-Type: text/plain; charset="utf-8"
>>>> Subject: ??????
>>>> MIME-Version: 1.0
>>>> Content-Transfer-Encoding: binary
>>>> X-RT-Original-Encoding: iso-8859-1
>>>> Content-Length: 12
>>>>
>>>>
>>>> ??????
>>>>
>>>> And what I'm wondering about is why the "charset=utf8"
>>>>
>>>> Best regrads
>>>>
>>>> Rene Brask
>>>>   
>>>
>>>
>>> I now have increased the problem to the rt mailOutputencoding. 
>>> Because when I send a mail to the rt system from a outside address, 
>>> the encoding is fine ;) But when I later modify the text in the 
>>> given ticket in rt, the encoding gets fucked (encoded in utf8). Same 
>>> problem arise when I create a new ticket in the rt system, the text 
>>> is encoded in utf8. So the BIG question is, how do I change this ?
>>>
>>> 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 rjansen at vub.ac.be  Fri Sep 19 12:14:41 2003
From: rjansen at vub.ac.be (Jansen Robert)
Date: Fri, 19 Sep 2003 18:14:41 +0200
Subject: [rt-users] RT and RTFM RC3 errors
Message-ID: <p06002000bb90d25343b5@[134.184.64.107]>

Running into problem with RT 3.0.5 and RTFM RC3

Clicking on an article in RTFM RC3 gives:

System error

error:  
Can't locate object method "IsLocal" via package 
"fsck.com-rt://vub.ac.be/ticket/52" (perhaps you forgot to load 
"fsck.com-rt://vub.ac.be/ticket/52"?) at 
/usr/local/packages/rt3/share/html/RTFM/Article/Elements/ShowLinks 
line 52.

context:  

...  

277:  
}

278:  

279:  
# All errors returned from this routine will be in exception form.

280:  
local $SIG{'__DIE__'} = sub {

281:  
rethrow_exception( $_[0] );

282:  
};

283:  

284:  
#

285:  
# $m is a dynamically scoped global containing this

...  

code stack:  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:281
/usr/local/packages/rt3/share/html/RTFM/Article/Elements/ShowLinks:52
/usr/local/packages/rt3/share/html/RTFM/Article/Display.html:27
/usr/local/packages/rt3/share/html/autohandler:182
raw error

Can't locate object method "IsLocal" via package 
"fsck.com-rt://foobar.net/ticket/52" (perhaps you forgot to load 
"fsck.com-rt://foobar.net/ticket/52"?) at 
/usr/local/packages/rt3/share/html/RTFM/Article/Elements/ShowLinks 
line 52.


Trace begun at 
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 121
HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object 
method "IsLocal" via package "fsck.com-rt://foobar.net/ticket/52" 
(perhaps you forgot to load "fsck.com-rt://foobar.net/ticket/52"?) at 
/usr/local/packages/rt3/share/html/RTFM/Article/Elements/ShowLinks 
line 52.^J') called at 
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 281
HTML::Mason::Request::__ANON__('Can\'t locate object method "IsLocal" 
via package "fsck.com-rt://foobar.net/ticket/52" (perhaps you forgot 
to load "fsck.com-rt://foobar.net/ticket/52"?) at 
/usr/local/packages/rt3/share/html/RTFM/Article/Elements/ShowLinks 
line 52.^J') called at 
/usr/local/packages/rt3/share/html/RTFM/Article/Elements/ShowLinks 
line 52
HTML::Mason::Commands::__ANON__('article', 
'RT::FM::Article=HASH(0x171ad28)') called at 
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x1749bc0)', 
'article', 'RT::FM::Article=HASH(0x171ad28)') called at 
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1045
eval {...}('HTML::Mason::Component::FileBased=HASH(0x1749bc0)', 
'article', 'RT::FM::Article=HASH(0x171ad28)') called at 
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039
HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x1718920)', 
'Elements/ShowLinks', 'article', 'RT::FM::Article=HASH(0x171ad28)') 
called at 
/usr/local/packages/rt3/share/html/RTFM/Article/Display.html line 27
HTML::Mason::Commands::__ANON__('id', 4, 'id', 4) called at 
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x171a288)', 
'id', 4, 'id', 4) called at 
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1045
eval {...}('HTML::Mason::Component::FileBased=HASH(0x171a288)', 'id', 
4, 'id', 4) called at 
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039
HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x1718920)', 
'HTML::Mason::Component::FileBased=HASH(0x171a288)', 'id', 4, 'id', 
4) called at 
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 735
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x1718920)', 
'id', 4) called at /usr/local/packages/rt3/share/html/autohandler 
line 182
HTML::Mason::Commands::__ANON__('id', 4) called at 
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x10487e8)', 
'id', 4) called at 
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1040
eval {...}('HTML::Mason::Component::FileBased=HASH(0x10487e8)', 'id', 
4) called at 
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039
HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x1718920)', 
'HASH(0x171a378)', 
'HTML::Mason::Component::FileBased=HASH(0x10487e8)', 'id', 4) called 
at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 336
eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x1718920)', 
'HASH(0x171a378)', 
'HTML::Mason::Component::FileBased=HASH(0x10487e8)', 'id', 4) called 
at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 336
eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x1718920)', 
'HASH(0x171a378)', 
'HTML::Mason::Component::FileBased=HASH(0x10487e8)', 'id', 4) called 
at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 296
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x1718920)') 
called at 
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 
134
eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x1718920)') 
called at 
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 
134
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x1718920)') 
called at 
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 
787
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x100c97c)', 
'Apache=SCALAR(0x15dd720)') called at 
/usr/local/packages/rt3/bin/webmux.pl line 135
eval {...}('HTML::Mason::ApacheHandler=HASH(0x100c97c)', 
'Apache=SCALAR(0x15dd720)') called at 
/usr/local/packages/rt3/bin/webmux.pl line 135
RT::Mason::handler('Apache=SCALAR(0x15dd720)') called at /dev/null line 0
eval {...}('Apache=SCALAR(0x15dd720)') called at /dev/null line 0

When including an article in a ticket, I get:

#4: Acceptable Use Policy
-------------------------

Acceptable Use Policy Answer Template


testfield 1: RT :: FM ::ArticleCFValue= HASH (0x14c2a50)

testfield 2: RT :: FM ::ArticleCFValue= HASH (0x14ba438)
test 2

testfield 3: RT :: FM ::ArticleCFValue= HASH (0x14c6384)

testfield 4: RT :: FM ::ArticleCFValue= HASH (0x14c2c9c)

testfield 5:
-----------
blabla


The RT log says:


[Fri Sep 19 15:39:39 2003] [debug]: root asked to limit 
RT::FM::CustomFieldCollection to unknown class 
(/usr/local/packages/rt3/li
b/RT/FM/CustomFieldCollection_Overlay.pm:37)
[Fri Sep 19 15:39:54 2003] [debug]: RT::FM::ArticleCollection Limit 
called :VALUE policy FIELD Name SUBCLAUSE all OPERATOR LIKE ENT
RYAGGREGATOR OR 
(/usr/local/packages/rt3/lib/RT/FM/ArticleCollection_Overlay.pm:42)
[Fri Sep 19 15:39:54 2003] [debug]: RT::FM::ArticleCollection Limit 
called :VALUE policy FIELD Summary SUBCLAUSE all OPERATOR LIKE
ENTRYAGGREGATOR OR 
(/usr/local/packages/rt3/lib/RT/FM/ArticleCollection_Overlay.pm:42)
[Fri Sep 19 15:41:06 2003] [debug]: RT::FM::ArticleCollection Limit 
called :QUOTEVALUE 0 VALUE LastUpdated FIELD Created OPERATOR !
= (/usr/local/packages/rt3/lib/RT/FM/ArticleCollection_Overlay.pm:42)
[Fri Sep 19 15:41:19 2003] [debug]: RT::FM::ArticleCollection Limit 
called :QUOTEVALUE 0 VALUE LastUpdated FIELD Created OPERATOR !
= (/usr/local/packages/rt3/lib/RT/FM/ArticleCollection_Overlay.pm:42)
[Fri Sep 19 15:42:13 2003] [debug]: noMatch value is '' for Name 
(/usr/local/packages/rt3/share/html/RTFM/Article/Search.html:173)
[Fri Sep 19 15:42:13 2003] [debug]: noMatch value is '' for Summary 
(/usr/local/packages/rt3/share/html/RTFM/Article/Search.html:17
3)
[Fri Sep 19 15:42:13 2003] [debug]: noMatch value is '' for Class 
(/usr/local/packages/rt3/share/html/RTFM/Article/Search.html:173)
[Fri Sep 19 15:44:58 2003] [debug]: noMatch value is '' for Name 
(/usr/local/packages/rt3/share/html/RTFM/Article/Search.html:173)
[Fri Sep 19 15:44:58 2003] [debug]: noMatch value is '' for Summary 
(/usr/local/packages/rt3/share/html/RTFM/Article/Search.html:17
3)
[Fri Sep 19 15:44:58 2003] [debug]: noMatch value is '' for Class 
(/usr/local/packages/rt3/share/html/RTFM/Article/Search.html:173)
[Fri Sep 19 15:45:04 2003] [debug]: noMatch value is '' for Name 
(/usr/local/packages/rt3/share/html/RTFM/Article/Search.html:173)
[Fri Sep 19 15:45:04 2003] [debug]: noMatch value is '' for Summary 
(/usr/local/packages/rt3/share/html/RTFM/Article/Search.html:17
3)
[Fri Sep 19 15:45:04 2003] [debug]: noMatch value is '' for Class 
(/usr/local/packages/rt3/share/html/RTFM/Article/Search.html:173)
~



Any ideas ?

TIA


-- 
--------------------------
Brussels University
Pleinlaan 2
Computer Center VUB/ULB (VUBnet)
Ing. Robert Jansen
B-1050 Brussels
Belgium (Europe)


email: rjansen at vub.ac.be
Tel:  +32-2-650.36.94
Secr: +32-2-650.37.38
Fax:  +32-2-650.37.40
--------------------------


From js138 at eng.cam.ac.uk  Fri Sep 19 12:17:02 2003
From: js138 at eng.cam.ac.uk (J. Sloan)
Date: Fri, 19 Sep 2003 17:17:02 +0100 (BST)
Subject: [rt-users] dealing with two people responding to a ticket.
In-Reply-To: <54710.128.252.30.1.1063986660.squirrel@katie.everybox.com>
References: <54710.128.252.30.1.1063986660.squirrel@katie.everybox.com>
Message-ID: <Pine.HPX.4.58L.0309191715400.9686@last.eng.cam.ac.uk>

On Fri, 19 Sep 2003, David A. Ulevitch wrote:

>
> We have a distributed team of support people.
>
> We have the occasional scenario where two people will see a ticket and
> reply before one has a chance to "take" the ticket...
>
> How do you all deal with this or is it just a known "social" problem?
>
> thanks,
> davidu

Social problem.  You have to make it proceedure that you have to take a
ticket before attempting to reply to it, to minimise the chance of this
form of collision.

This is common to every ticketing system I've ever used, not just RT,
unless you auto-allocate tickets to individuals as they come in.

John


From rjansen at vub.ac.be  Fri Sep 19 12:21:35 2003
From: rjansen at vub.ac.be (Jansen Robert)
Date: Fri, 19 Sep 2003 18:21:35 +0200
Subject: [rt-users] RTIR side-effects
Message-ID: <p06002001bb90d9aafc20@[134.184.64.107]>

I installed RTIR recently and have been having side-effects in RT:

1) an URL in a ticket becomes clickable (good) but the URL gets 
translated and added to a link too the RTIR "Tools" page.

e.g.
before:
http://foobar.net

after:

http://foobar.net (foobar.net)

Very bad when including e.g. an FAQ article from RTFM where you only 
want an exact URL to an external doc and don't want RTIR to include 
an link to "Tools" page.

the "(foobar.net)" is the clickable link to the RTIR "Tools" page.

2) clickable words pop up all over the place:
not only IP adresses and URL's become clickable but also words like:

HASH, RT, FM, RTIR, RC1, etc.. ?

email addresses in tickets or Cc: lines get also an link added like 
in point 1) above

Is there a config file where the "keywords" are defined ?


TIA
-- 
--------------------------
Brussels University
Pleinlaan 2
Computer Center VUB/ULB (VUBnet)
Ing. Robert Jansen
B-1050 Brussels
Belgium (Europe)


email: rjansen at vub.ac.be
Tel:  +32-2-650.36.94
Secr: +32-2-650.37.38
Fax:  +32-2-650.37.40
--------------------------


From jesse at bestpractical.com  Fri Sep 19 14:00:22 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 19 Sep 2003 14:00:22 -0400
Subject: [rt-users] dealing with two people responding to a ticket.
In-Reply-To: <Pine.HPX.4.58L.0309191715400.9686@last.eng.cam.ac.uk>
References: <54710.128.252.30.1.1063986660.squirrel@katie.everybox.com> <Pine.HPX.4.58L.0309191715400.9686@last.eng.cam.ac.uk>
Message-ID: <20030919180022.GC30655@fsck.com>



On Fri, Sep 19, 2003 at 05:17:02PM +0100, J. Sloan wrote:
> On Fri, 19 Sep 2003, David A. Ulevitch wrote:
> 
> >
> > We have a distributed team of support people.
> >
> > We have the occasional scenario where two people will see a ticket and
> > reply before one has a chance to "take" the ticket...
> >
> > How do you all deal with this or is it just a known "social" problem?

Only grant the "Owner" the right to ReplyToTicket and then require your
staff to Take tickets before replying?

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


From rene at realhost.dk  Fri Sep 19 14:41:18 2003
From: rene at realhost.dk (=?ISO-8859-1?Q?Realhost_I/S_-_Rene_Brask_S=F8rensen?=)
Date: Fri, 19 Sep 2003 20:41:18 +0200
Subject: [rt-users] mail-body encoding, can't use letters that's in	iso-8859-1
In-Reply-To: <BB90F498.2E0C7%TalkLists@index-s.de>
References: <BB90F498.2E0C7%TalkLists@index-s.de>
Message-ID: <3F6B4DCE.2050900@realhost.dk>

Stefan Seiz wrote:

>On 19.09.2003 17:44 Uhr, Realhost I/S - Rene Brask S?rensen
><rene at realhost.dk> wrote:
>
>  
>
>>Ahh ok, did'nt know that. But then rt have to translate everything all
>>the time.  
>>
>>What I don't understand is why you wan't me to change default charset i
>>apache to utf8. I would like rt to display letters in iso-8859-1
>>charset. Maybee I'm misunderstanding something here, but it would seem
>>intuitive to set  "AddDefaultCharset ISO-8859-1".
>>    
>>
>
>
>Install 3.0.5. and you're all set for email and don't need to change
>anything. But even with 3.0.5, make sure to configure apache for UTF8
>anyway. Like so:
>
><VirtualHost 1.2.3.4:80>
>ServerName rt.example.com
>ServerAdmin 
>DocumentRoot /opt/rt3/share/html
>AddDefaultCharset UTF-8
>...
>
>  
>
Thanks but I'm sorry I can't see what that should help, generelly people 
in denmark are using iso-885-1 in eg. their email-clients. That's also 
why I want rt to encode in-/out-put into iso-8859-1. It should'nt bee 
that difficult. Is'nt there anyone on the list that's using  iso-8859-1 
because eg. they are supporting danish ?

/Rene Brask



From JChen at paymentone.com  Fri Sep 19 15:12:05 2003
From: JChen at paymentone.com (Jonathan Chen)
Date: Fri, 19 Sep 2003 12:12:05 -0700
Subject: [rt-users] Screenshoots for Statistics 3?
Message-ID: <6D6E09D687772640AA41F009EB85FE0502F719@CPMAL00.corpnet.p1.local>

Hello all,
 
I am interested in installing statistics 3 addon, but first I would like
to see some screenshots of it to see if its worth my while.   Thanks!
 
Jonathan Chen
IS Systems Administrator
 
 
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From talklists at index-s.de  Fri Sep 19 15:31:31 2003
From: talklists at index-s.de (Stefan Seiz)
Date: Fri, 19 Sep 2003 21:31:31 +0200
Subject: [rt-users] mail-body encoding, can't use letters that's in
	iso-8859-1
In-Reply-To: <3F6B4DCE.2050900@realhost.dk>
Message-ID: <BB912633.2CFF3%talklists@index-s.de>

On 19.9.2003 20:41 Uhr, Realhost I/S - Rene Brask S?rensen
<rene at realhost.dk> wrote:

> Thanks but I'm sorry I can't see what that should help, generelly people
> in denmark are using iso-885-1 in eg. their email-clients. That's also
> why I want rt to encode in-/out-put into iso-8859-1. It should'nt bee
> that difficult. Is'nt there anyone on the list that's using  iso-8859-1
> because eg. they are supporting danish ?

Stop asking and just do what we told you ;-)
UTF8 (ever heared of Unicode?) is absolutely capable of supporting danis,
chinese and even retoromanian... And that is just as probably anyone has set
it up.

Give it a try! Why not?

We are supporting German which has similar funny characters as danish and it
works for us. 

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




From jesse at bestpractical.com  Fri Sep 19 15:34:42 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 19 Sep 2003 15:34:42 -0400
Subject: [rt-users] question about the import tool
In-Reply-To: <518425609.1063987758@snowblind>
References: <518425609.1063987758@snowblind>
Message-ID: <20030919193442.GE30655@fsck.com>



On Fri, Sep 19, 2003 at 04:09:18PM +0800, Matthew Watson wrote:
> Heya all.
> 
> About to start playing around with converting to rt3 yet again (can never 
> seem to find enough time to complete this process).
> 
> Anyway, I will need to do the incremental upgrade, i've noticed in the 
> README it says
> 
> 
> "It's important to note that this incremental importer _mandates_ that 
> queues,
> keyword selects, links and queue watchers not be changed on either RT 
> instance during the export/import period."
> 
> Does this count for New tickets as well (I assume the import tool handles 
> new tickets when doing incremental upgrades). So if I create a new ticket, 
> can I create a link on it, or select a keyword?

That warning applies to the site configuration. You can change ticket
keywords and queues all you want ;)


> Thanks
> Matthew Watson
> Netspace Online Systems.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 mohanj at ebs.ogi.edu  Fri Sep 19 16:06:20 2003
From: mohanj at ebs.ogi.edu (Jim Mohan)
Date: Fri, 19 Sep 2003 13:06:20 -0700
Subject: [rt-users] Error Opening Tickets - Mason error
Message-ID: <200309192006.h8JK6Fq1007555@ebs.ogi.edu>

I am running Redhat 8.0  with Apache2  modperl2 openssl  and sendmail.

 

 

I could not get RT-3-0-5 so remade version 3-0-0.   RT is accepting and
creating tickets.  Web comes up and admin tools work.   When I click a
ticket in the queue to read I get the following error:

 

Thanks

Jim

 

System error

error:  RT::Attachment::ContentLength Unimplemented in
HTML::Mason::Commands.

(/opt/rt3/share/html/Ticket/Elements/ShowTransaction line 40)

context:

...

453:  else {

454:  my ($package, $filename, $line);

455:  ($package, $filename, $line) = caller;

456:

457:  die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n";

458:  }

459:

460:  }

461:

...

code stack:  /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm:457

/opt/rt3/share/html/Ticket/Elements/ShowTransaction:40

/opt/rt3/share/html/Ticket/Elements/ShowHistory:62

/opt/rt3/share/html/Ticket/Display.html:37

/opt/rt3/share/html/autohandler:158

 

raw error

 

RT::Attachment::ContentLength Unimplemented in HTML::Mason::Commands.

(/opt/rt3/share/html/Ticket/Elements/ShowTransaction line 40)

 

 

Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm

line 128

HTML::Mason::Exceptions::rethrow_exception('RT::Attachment::ContentLength

Unimplemented in HTML::Mason::Commands.

(/opt/rt3/share/html/Ticket/Elements/ShowTransaction line 40) ^J') called at
/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm line 457

DBIx::SearchBuilder::Record::AUTOLOAD('RT::Attachment=HASH(0x95ef490)')

called at /opt/rt3/share/html/Ticket/Elements/ShowTransaction line 40
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x94c4a14)',
'Transaction', 'RT::Transaction=HASH(0x94b048c)', 'ShowHeaders', undef,
'Collapsed', undef, 'RowNum', 1, 'ShowTitleBarCommands', 1) called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x981462
4)',

'Ticket', 'RT::Ticket=HASH(0x94c4a14)', 'Transaction',
'RT::Transaction=HASH(0x94b048c)', 'ShowHeaders', undef, 'Collapsed', undef,
'RowNum', 1, 'ShowTitleBarCommands', 1) called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056 eval
{...}('HTML::Mason::Component::FileBased=HASH(0x9814624)', 'Ticket',
'RT::Ticket=HASH(0x94c4a14)', 'Transaction',
'RT::Transaction=HASH(0x94b048c)', 'ShowHeaders', undef, 'Collapsed', undef,
'RowNum', 1, 'ShowTitleBarCommands', 1) called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1050
HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9496e
30)',

'ShowTransaction', 'Ticket', 'RT::Ticket=HASH(0x94c4a14)', 'Transaction',
'RT::Transaction=HASH(0x94b048c)', 'ShowHeaders', undef, 'Collapsed', undef,
'RowNum', 1, 'ShowTitleBarCommands', 1) called at
/opt/rt3/share/html/Ticket/Elements/ShowHistory line 62
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x94c4a14)',
'Collapsed', undef, 'ShowHeaders', undef) called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x971a98
c)',

'Ticket', 'RT::Ticket=HASH(0x94c4a14)', 'Collapsed', undef, 'ShowHeaders',

undef) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line

1056

eval {...}('HTML::Mason::Component::FileBased=HASH(0x971a98c)', 'Ticket',
'RT::Ticket=HASH(0x94c4a14)', 'Collapsed', undef, 'ShowHeaders', undef)
called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1050
HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9496e
30)',

'/Ticket/Elements/ShowHistory', 'Ticket', 'RT::Ticket=HASH(0x94c4a14)',
'Collapsed', undef, 'ShowHeaders', undef) called at
/opt/rt3/share/html/Ticket/Display.html line 37
HTML::Mason::Commands::__ANON__('id', 92, 'id', 92) called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x949159
8)',

'id', 92, 'id', 92) called at

/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056 eval
{...}('HTML::Mason::Component::FileBased=HASH(0x9491598)', 'id', 92, 'id',
92) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm

line 1050

HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9496e
30)',

'HTML::Mason::Component::FileBased=HASH(0x9491598)', 'id', 92, 'id', 92)
called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 746
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x
9496e30)',

'id', 92) called at /opt/rt3/share/html/autohandler line 158
HTML::Mason::Commands::__ANON__('id', 92) called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9304c0
8)',

'id', 92) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm

line 1051

eval {...}('HTML::Mason::Component::FileBased=HASH(0x9304c08)', 'id', 92)
called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1050
HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9496e
30)',

'HASH(0x94918b0)', 'HTML::Mason::Component::FileBased=HASH(0x9304c08)',

'id', 92) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm

line 332

eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9496e30)',

'HASH(0x94918b0)', 'HTML::Mason::Component::FileBased=HASH(0x9304c08)',

'id', 92) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm

line 332

eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9496e30)',

'HASH(0x94918b0)', 'HTML::Mason::Component::FileBased=HASH(0x9304c08)',

'id', 92) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm

line 292

HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9496e
30)')

called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line

134

eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9496e30)') called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134

HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl
er=HASH(0x9496e30)')

called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line

783

HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(
0x83f7a58)',

'Apache::RequestRec=SCALAR(0x93d1310)') called at /opt/rt3/bin/webmux.pl
line 119

RT::Mason::handler('Apache::RequestRec=SCALAR(0x93d1310)') called at -e line
0 eval {...}('Apache::RequestRec=SCALAR(0x93d1310)') called at -e line 0

 

 

 

 

 

 

 

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From autrijus at autrijus.org  Fri Sep 19 19:49:49 2003
From: autrijus at autrijus.org (Autrijus Tang)
Date: Sat, 20 Sep 2003 07:49:49 +0800
Subject: [rt-users] nice feature to have
In-Reply-To: <E19C5B2C-E9E6-11D7-BE18-0003930D3626@genome.chop.edu>
References: <E19C5B2C-E9E6-11D7-BE18-0003930D3626@genome.chop.edu>
Message-ID: <1064015386.1314.15.camel@localhost>

?b ?, 2003-09-18 22:46, Kevin Murphy ?g?D?G 
> A nice feature to add to RT would be a list of recently visited 
> tickets, included created ones, in the left pane.  This would make it 
> more likely that I bother to link tickets together appropriately.

I might be missing something, but isn't that what the browser's
"History" pane is for?

Thanks,
/Autrijus/
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From JChen at paymentone.com  Fri Sep 19 20:00:02 2003
From: JChen at paymentone.com (Jonathan Chen)
Date: Fri, 19 Sep 2003 17:00:02 -0700
Subject: [rt-users] Screenshoots for Statistics 3?
Message-ID: <6D6E09D687772640AA41F009EB85FE0502F71B@CPMAL00.corpnet.p1.local>

Most likely! =)


Jonathan Chen

-----Original Message-----
From: Brett Randall [mailto:brett at ipsware.com] 
Sent: Friday, September 19, 2003 4:49 PM
To: Jonathan Chen
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Screenshoots for Statistics 3?

On 20 Sep 2003, Jonathan Chen wrote:
> Hello all,
>
> I am interested in installing statistics 3 addon, but first I would
> like to see some screenshots of it to see if its worth my while.
> Thanks!

It probably took you longer to write that e-mail than it takes to
install Statistics 3! ;-)

Brett.
-- 
Tact is the art of making a point without making an enemy.


From bzammit at systemsaligned.com  Fri Sep 19 23:16:38 2003
From: bzammit at systemsaligned.com (Brian Zammit)
Date: Fri, 19 Sep 2003 23:16:38 -0400
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
In-Reply-To: <2485.177.177.177.222.1063989338.squirrel@_default_>
Message-ID: <022301c37f25$9adeb530$8704a8c0@testing>

This is of great interest to me also. I have been trying to get RT 3
working for almost two weeks on RH9 default install with Apache 2,
MySQL, FastCGI (also attempted mod_cgi default and the one from rawhide
sources). Way too much mucking around. Is there a straight forward RH9
installation document?

Brian


>-----Original Message-----
>From: rt-users-admin at lists.fsck.com 
>[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Rommie
>Sent: September 19, 2003 12:36 PM
>To: rt-users at lists.fsck.com
>Cc: RT at InterCept.Net
>Subject: RE: [rt-users] Good Instruction for RT3 + Apache2 + 
>FastCGI + MYSQL
>
>
>Okay Michael.  I re-install and update everything.  Currently 
>these are my setups :
>
>kernel-smp-2.4.20-20.9
>httpd-2.0.40-21.5
>sendmail-8.12.8-9.90
>
>perl-5.8.0-88
>perl-DateManip-5.40-30
>perl-libxml-perl-0.07-28
>perl-XML-Grove-0.46alpha-25
>perl-DB_File-1.804-88
>perl-Filter-1.29-3
>perl-HTML-Tagset-3.03-28
>perl-Parse-Yapp-1.05-30
>perl-URI-1.21-7
>perl-XML-Parser-2.31-15
>perl-XML-Dumper-0.4-25
>perl-libxml-enno-1.02-29
>perl-XML-Twig-3.09-3
>perl-DBI-1.32-5
>perl-DBD-MySQL-2.1021-3
>perl-DBD-Pg-1.21-2
>mod_perl-1.99_07-5
>perl-HTML-Parser-3.26-17
>perl-libwww-perl-5.65-6
>perl-XML-Encoding-1.01-23
>perl-CPAN-1.61-88
>perl-CGI-2.81-88
>
>
>/usr/bin/perl ./sbin/rt-test-dependencies --with-postgres 
>--with-fastcgi
>perl:
>	5.8.0...found
>
>
>MASON dependencies:
>
>Params::Validate 0.02...MISSING
>Cache::Cache ...MISSING
>Exception::Class ...MISSING
>HTML::Mason 1.16...MISSING
>MLDBM ...MISSING
>Errno ...found
>FreezeThaw ...MISSING
>Digest::MD5 2.27...MISSING
>Digest::MD5 version 2.27 required--this is only version 2.20 
>at (eval 13) line 2. CGI::Cookie 1.20...found Storable 
>...found Apache::Session 1.53...MISSING
>
>
>FASTCGI dependencies:
>CGI ...found
>FCGI ...MISSING
>CGI::Fast ...MISSING
>
>
>MAILGATE dependencies:
>HTML::TreeBuilder ...MISSING
>HTML::FormatText ...MISSING
>Getopt::Long ...found
>LWP::UserAgent ...found
>
>
>POSTGRESQL dependencies:
>DBD::Pg ...found
>
>CLI dependencies:
>Getopt::Long 2.24...found
>
>
>CORE dependencies:
>Digest::MD5 2.27...MISSING
>	Digest::MD5 version 2.27 required--this is only version 
>2.20 at (eval 29) line 2. DBI 1.37...MISSING DBI version 1.37 
>required--this is only version 1.32 at (eval 30) line 2. 
>Test::Inline ...MISSING Class::ReturnValue 0.40...MISSING 
>DBIx::SearchBuilder 0.92...MISSING Text::Template ...MISSING 
>File::Spec 0.8...found HTML::Entities ...found Net::Domain 
>...found Log::Dispatch 2.0...MISSING Locale::Maketext 1.06...MISSING
>    Locale::Maketext version 1.06 required--this is only 
>version 1.03 at (eval 39) line 2. Locale::Maketext::Lexicon 
>0.25...MISSING Locale::Maketext::Fuzzy ...MISSING MIME::Entity 
>5.108...MISSING Mail::Mailer 1.57...MISSING Net::SMTP ...found 
>Text::Wrapper ...MISSING Time::ParseDate ...MISSING File::Temp 
>...found Term::ReadKey ...MISSING Text::Autoformat ...MISSING 
>Text::Quoted ...MISSING
>
>DEV dependencies:
>
>Regexp::Common ...MISSING
>Time::HiRes ...MISSING
>Test::Inline ...MISSING
>WWW::Mechanize ...MISSING
>
>
>I'm about to update all perl modules.  Is it better to update 
>using the CPAN or installing individually using tar?
>
>
>---rommie
>
>
>> This is still on your rh9 distro? I will try to walk through 
>this with 
>> you. Do a fresh install of rh9, then run up2date and make 
>sure you are 
>> current on everything, kernel as well. I will locate a box 
>here that I 
>> can do the same with and we will walk through the installation of 
>> 3.0.5.
>>
>> Michael
>>
>> -----Original Message-----
>> From: request_tracker at acerhomes.com 
>> [mailto:request_tracker at acerhomes.com]
>> Posted At: Thursday, September 18, 2003 10:44 AM
>> Posted To: RT
>> Conversation: [rt-users] Good Instruction for RT3 + Apache2 
>+ FastCGI 
>> + MYSQL
>> Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + 
>> MYSQL
>>
>> Hey Guys!
>>
>> Im frustrated already.  I can't make my RT3 installation work for 
>> Apache 1.3 + mod_perl1 (my precious 5 days already wasted). Since I 
>> don't get answer on my problem with Apache-Mason ("Bareword 
>'REDIRECT' 
>> error...), I will push through to use Apache2 + FastCGI.
>>
>> I need instruction on how to install everything (except MYSQL).  I 
>> will try I hope it works....
>>
>>
>> --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 _______________________________________________
>> rt-users mailing list
>> rt-users at lists.fsck.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 peter at venturenet.co.za  Sat Sep 20 02:23:25 2003
From: peter at venturenet.co.za (Peter Kolbe)
Date: 20 Sep 2003 08:23:25 +0200
Subject: [rt-users] Subject: Ticket creation failed
Message-ID: <1064039005.10425.11.camel@localhost.localdomain>

Hi,
After converting RT2 to RT3, if I try to create a ticket via the
Interface or Mail, I get the following


        Subject: 
Ticket creation
failed





           Date: 
Sat, 20 Sep 2003
08:09:54 +0200

Ticket could not be created due to an internal error

I see the ticket_id_seq is set higher than my last ticket (before the
conversion)

-- 
Peter Kolbe <peter at venturenet.co.za>




From rspier at pobox.com  Sat Sep 20 02:30:41 2003
From: rspier at pobox.com (Robert Spier)
Date: Fri, 19 Sep 2003 23:30:41 -0700
Subject: [rt-users] Ticket ID containing date
In-Reply-To: <001101c37d60$663026f0$cd3cfea9@paulhome>
References: <001101c37d60$663026f0$cd3cfea9@paulhome>
Message-ID: <m3d6dwgeem.wl_rspier@pobox.com>

I don't know where you've seen this, but there is no way to do it in
stock RT without a bunch of tweaking.

(Actually.. I think it could be done fairly simply using a global
custom field and a global OnCreate Scrip.. but it still requires
knowledge of the RT API.)

-R

At Wed, 17 Sep 2003 22:12:20 +0100,
Paul McEnery wrote:
> 
> Hi,
> 
> I am hoping that someone will be able to point me in the right direction
> here. I have searched the lists and faq with little success. I have seen an
> RT queue that has assigned the request id to a number that is the current
> date + a unique number for example 20030917001. Is this configuration
> possible via editing the RT_SiteConfig.pm file or do I need to get my hands
> a little more dirty than this? I am using v3.0.4.
> 
> If I could have a little advice on achieving this, it would be much
> appreciated.
> 
> TIA
> Paul
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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  Sat Sep 20 04:20:48 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Sat, 20 Sep 2003 18:20:48 +1000
Subject: [rt-users] Ticket ID containing date
In-Reply-To: <m3d6dwgeem.wl_rspier@pobox.com>
References: <001101c37d60$663026f0$cd3cfea9@paulhome> <m3d6dwgeem.wl_rspier@pobox.com>
Message-ID: <20030920082048.GA97532@dorfl.internal.moreton.com.au>

Robert Spier wrote:
> I don't know where you've seen this, but there is no way to do it in
> stock RT without a bunch of tweaking.

What about a nightly cron job that sets the DB's autoincrement field
to "`date '+%Y%m%d'`000" ? (I know, bad form, going behind RT's back
and all....)

The resultng number, whatever the mechanism, might be a little large
for the stock DB schemas, and RT itself might have issues with numbers
of that magnitude... and if you ever get more than 1000 tickets in a
day (autoresponder loop, anyone?), you could end up in strife as well.



From j.green at ukerna.ac.uk  Sat Sep 20 05:23:26 2003
From: j.green at ukerna.ac.uk (John Green)
Date: Sat, 20 Sep 2003 10:23:26 +0100
Subject: [rt-users] RTIR side-effects
In-Reply-To: <p06002001bb90d9aafc20@[134.184.64.107]>
References: <p06002001bb90d9aafc20@[134.184.64.107]>
Message-ID: <20030920092326.GA17733@yeti.ukerna.ac.uk>

Hi Jansen,

Firstly, there is an mailing list specifically for RTIR.  Did you
ask there first? (if you did, and I missed it, apologies ;)

On Fri, Sep 19, 2003 at 06:21:35PM +0200, Jansen Robert wrote:
> I installed RTIR recently and have been having side-effects in RT:
> 
> 1) an URL in a ticket becomes clickable (good) but the URL gets 
> translated and added to a link too the RTIR "Tools" page.
> 
> 2) clickable words pop up all over the place:
> not only IP adresses and URL's become clickable but also words like:
> 
> Is there a config file where the "keywords" are defined ?

All this Clicky functionality is pretty much selfcontained within
local/html/RTIR/Elements/MakeClicky.  The regexp's for matching
things are defined in %types.  The CAPITAL highlighting is to make
whois netblk's clickable (see GRIPE).  Perhaps what it matches
should be dependent on what it is currently viewing (something to
add to the wishlist ;)

Would be nice to get this in a config file at some point, but at 
the moment you'll need to edit the code.

Same goes for the url (hostname) bit.  See url => sub in MakeClicky.
Remove ($host).

Hope this helps.

John

> 
> 
> TIA
> -- 
> --------------------------
> Brussels University
> Pleinlaan 2
> Computer Center VUB/ULB (VUBnet)
> Ing. Robert Jansen
> B-1050 Brussels
> Belgium (Europe)
> 
> 
> email: rjansen at vub.ac.be
> Tel:  +32-2-650.36.94
> Secr: +32-2-650.37.38
> Fax:  +32-2-650.37.40
> --------------------------
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 fgv at psu.edu  Sat Sep 20 07:19:49 2003
From: fgv at psu.edu (Michael A. Foster)
Date: Sat, 20 Sep 2003 07:19:49 -0400 (EDT)
Subject: [rt-users] Location instead of virtualhost 
Message-ID: <Pine.LNX.4.44.0309200700020.27186-100000@hydra.gravity.psu.edu>

I just finished wrestling with this issue; the solution below worked for 
me.

Here is the excerpt from my httpd.conf for Apache 2, rt 3.05, fastcgi, on 
Redhat 9.

FastCgiIpcDir /opt/rt3/bin/fastcgi
FastCgiServer /opt/rt3/bin/mason_handler.fcgi
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/

Alias /rt /opt/rt3/share/html
  <Location "/rt">
  Options +ExecCGI
  SetHandler fastcgi-script
  AddHandler fastcgi-script .fcgi
  </Location>

I needed the FastCgiIpcDir directive to specify a location
to store the Unix 
socket files used for communication between the applications and the web 
server.  I assigned ownership mywebuser:mywebuser and permissions 755 to 
this directory.  For some reason, the default location for this directory
was getting 'permission denied' errors which I couldn't solve.

The current config works great.

 -- Michael A. Foster
Senior Research Associate
Center for Gravitational Wave Physics
Office address:
   214F Computer Building
   University Park, PA 16802
Office phone number: (814)865-8663
Department phone number: (814)863-9605
Email address:  fgv at psu.edu





From TalkLists at index-s.de  Sat Sep 20 11:08:06 2003
From: TalkLists at index-s.de (Stefan Seiz)
Date: Sat, 20 Sep 2003 17:08:06 +0200
Subject: [rt-users] How to deal with users in multiple timezones
Message-ID: <BB9239F6.25266%TalkLists@index-s.de>

Hi,

i have users from at least 4 different timezones access the same RT
instance.
How do you guys deal with this. Since there is only ONE $timezone
preference, it seems this is a bummer?!

Users will always enter time/date in their local timezone and RT would
always think the time/date entered would be concerning $timezone which might
be wrong...

I think there should really be a PER USER timezone preference. That way
users could even adjust them wile traveling across timezones etc. (not that
they would really do it).

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




From jesse at bestpractical.com  Sat Sep 20 12:55:37 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 20 Sep 2003 12:55:37 -0400
Subject: [rt-users] How to deal with users in multiple timezones
In-Reply-To: <BB9239F6.25266%TalkLists@index-s.de>
References: <BB9239F6.25266%TalkLists@index-s.de>
Message-ID: <20030920165537.GH30655@fsck.com>

[Please don't CC messages to both rt-users and rt-devel. Most folks on
rt-devel are also on rt-users]


On Sat, Sep 20, 2003 at 05:08:06PM +0200, Stefan Seiz wrote:
> 
> I think there should really be a PER USER timezone preference. That way
> users could even adjust them wile traveling across timezones etc. (not that
> they would really do it).

Yeah. That would be nice. It's something I've wanted for a while.
Patches gratefully accepted, etc.

	Jesse

> 
> --
> Stefan Seiz <http://www.stefanseiz.com>
> Spamto: <bin at imd.net>
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

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


From rene at realhost.dk  Sat Sep 20 12:59:14 2003
From: rene at realhost.dk (=?ISO-8859-1?Q?Realhost_I/S_-_Rene_Brask_S=F8rensen?=)
Date: Sat, 20 Sep 2003 18:59:14 +0200
Subject: [rt-users] mail-body encoding, can't use letters that's in	iso-8859-1
In-Reply-To: <BB912633.2CFF3%talklists@index-s.de>
References: <BB912633.2CFF3%talklists@index-s.de>
Message-ID: <3F6C8762.9060209@realhost.dk>

Stefan Seiz wrote:

>On 19.9.2003 20:41 Uhr, Realhost I/S - Rene Brask S?rensen
><rene at realhost.dk> wrote:
>
>  
>
>>Thanks but I'm sorry I can't see what that should help, generelly people
>>in denmark are using iso-885-1 in eg. their email-clients. That's also
>>why I want rt to encode in-/out-put into iso-8859-1. It should'nt bee
>>that difficult. Is'nt there anyone on the list that's using  iso-8859-1
>>because eg. they are supporting danish ?
>>    
>>
>
>Stop asking and just do what we told you ;-)
>UTF8 (ever heared of Unicode?) is absolutely capable of supporting danis,
>chinese and even retoromanian... And that is just as probably anyone has set
>it up.
>
>Give it a try! Why not?
>
>We are supporting German which has similar funny characters as danish and it
>works for us. 
>  
>

Ok let me put is another way. Is it possible to use iso-8859-1 charset 
encoding with RT ? because that's a requirement for my firm.

 From what I have tryed, it seems that RT can handle iso-8859-1 when 
it's a external email thats encoden in it. But after editing the ticket 
in RT the encoding gets fucked.

Really hope that someone can help, because Me and my firm would really 
like to use RT.

Best regards

Rene Brask



From ap at webhostbrasil.com.br  Sat Sep 20 14:23:17 2003
From: ap at webhostbrasil.com.br (Ana Paula Prado)
Date: Sat, 20 Sep 2003 15:23:17 -0300
Subject: [rt-users] Multiple CanonicalizeEmailAddress in RT3 ?
Message-ID: <20030920150941.D540.AP@webhostbrasil.com.br>

Hi !

I'm trying to use these rules:

Set($CanonicalizeEmailAddressMatch   , 'ap at www.com$');
Set($CanonicalizeEmailAddressReplace , 'jc at yyyyyy.com');
Set($CanonicalizeEmailAddressReplace , 'gb at xxxx.com');

Set($CanonicalizeEmailAddressMatch   , 'gfhs at ththht.com$');
Set($CanonicalizeEmailAddressReplace , 'nbme at dfsfdg.com');


But they don't work !

What can I do for use multiples instances to "CanonicalizeEmailAddressMatch"
and "CanonicalizeEmailAddressReplace" ?

-- 
Ana Paula Prado <ap at webhostbrasil.com.br>



From bpennington at trevorn.com  Sat Sep 20 17:33:40 2003
From: bpennington at trevorn.com (Bryan Pennington)
Date: Sat, 20 Sep 2003 16:33:40 -0500
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
In-Reply-To: <022301c37f25$9adeb530$8704a8c0@testing>
References: <022301c37f25$9adeb530$8704a8c0@testing>
Message-ID: <3F6CC7B4.308@trevorn.com>

Let me ask a similar question.

I've been trying to get RT3 going on a default install of RH9 too. I've 
always just used RH. What distribution is the easiest/best way to go for 
install. Should I quit with RH and go to Debian or something else? Or 
should I try doing a bare RH9 install and installing everything from 
stratch. I'm thinking my RH problems are all these RPMs.
Any help would be greatly appreciated. I've used RT2 in the past and 
want to use it again but these install problems are a nightmare.

Bryan



Brian Zammit wrote:

>This is of great interest to me also. I have been trying to get RT 3
>working for almost two weeks on RH9 default install with Apache 2,
>MySQL, FastCGI (also attempted mod_cgi default and the one from rawhide
>sources). Way too much mucking around. Is there a straight forward RH9
>installation document?
>
>Brian
>
>
>  
>
>>-----Original Message-----
>>From: rt-users-admin at lists.fsck.com 
>>[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Rommie
>>Sent: September 19, 2003 12:36 PM
>>To: rt-users at lists.fsck.com
>>Cc: RT at InterCept.Net
>>Subject: RE: [rt-users] Good Instruction for RT3 + Apache2 + 
>>FastCGI + MYSQL
>>
>>
>>Okay Michael.  I re-install and update everything.  Currently 
>>these are my setups :
>>
>>kernel-smp-2.4.20-20.9
>>httpd-2.0.40-21.5
>>sendmail-8.12.8-9.90
>>
>>perl-5.8.0-88
>>perl-DateManip-5.40-30
>>perl-libxml-perl-0.07-28
>>perl-XML-Grove-0.46alpha-25
>>perl-DB_File-1.804-88
>>perl-Filter-1.29-3
>>perl-HTML-Tagset-3.03-28
>>perl-Parse-Yapp-1.05-30
>>perl-URI-1.21-7
>>perl-XML-Parser-2.31-15
>>perl-XML-Dumper-0.4-25
>>perl-libxml-enno-1.02-29
>>perl-XML-Twig-3.09-3
>>perl-DBI-1.32-5
>>perl-DBD-MySQL-2.1021-3
>>perl-DBD-Pg-1.21-2
>>mod_perl-1.99_07-5
>>perl-HTML-Parser-3.26-17
>>perl-libwww-perl-5.65-6
>>perl-XML-Encoding-1.01-23
>>perl-CPAN-1.61-88
>>perl-CGI-2.81-88
>>
>>
>>/usr/bin/perl ./sbin/rt-test-dependencies --with-postgres 
>>--with-fastcgi
>>perl:
>>	5.8.0...found
>>
>>
>>MASON dependencies:
>>
>>Params::Validate 0.02...MISSING
>>Cache::Cache ...MISSING
>>Exception::Class ...MISSING
>>HTML::Mason 1.16...MISSING
>>MLDBM ...MISSING
>>Errno ...found
>>FreezeThaw ...MISSING
>>Digest::MD5 2.27...MISSING
>>Digest::MD5 version 2.27 required--this is only version 2.20 
>>at (eval 13) line 2. CGI::Cookie 1.20...found Storable 
>>...found Apache::Session 1.53...MISSING
>>
>>
>>FASTCGI dependencies:
>>CGI ...found
>>FCGI ...MISSING
>>CGI::Fast ...MISSING
>>
>>
>>MAILGATE dependencies:
>>HTML::TreeBuilder ...MISSING
>>HTML::FormatText ...MISSING
>>Getopt::Long ...found
>>LWP::UserAgent ...found
>>
>>
>>POSTGRESQL dependencies:
>>DBD::Pg ...found
>>
>>CLI dependencies:
>>Getopt::Long 2.24...found
>>
>>
>>CORE dependencies:
>>Digest::MD5 2.27...MISSING
>>	Digest::MD5 version 2.27 required--this is only version 
>>2.20 at (eval 29) line 2. DBI 1.37...MISSING DBI version 1.37 
>>required--this is only version 1.32 at (eval 30) line 2. 
>>Test::Inline ...MISSING Class::ReturnValue 0.40...MISSING 
>>DBIx::SearchBuilder 0.92...MISSING Text::Template ...MISSING 
>>File::Spec 0.8...found HTML::Entities ...found Net::Domain 
>>...found Log::Dispatch 2.0...MISSING Locale::Maketext 1.06...MISSING
>>   Locale::Maketext version 1.06 required--this is only 
>>version 1.03 at (eval 39) line 2. Locale::Maketext::Lexicon 
>>0.25...MISSING Locale::Maketext::Fuzzy ...MISSING MIME::Entity 
>>5.108...MISSING Mail::Mailer 1.57...MISSING Net::SMTP ...found 
>>Text::Wrapper ...MISSING Time::ParseDate ...MISSING File::Temp 
>>...found Term::ReadKey ...MISSING Text::Autoformat ...MISSING 
>>Text::Quoted ...MISSING
>>
>>DEV dependencies:
>>
>>Regexp::Common ...MISSING
>>Time::HiRes ...MISSING
>>Test::Inline ...MISSING
>>WWW::Mechanize ...MISSING
>>
>>
>>I'm about to update all perl modules.  Is it better to update 
>>using the CPAN or installing individually using tar?
>>
>>
>>---rommie
>>
>>
>>    
>>
>>>This is still on your rh9 distro? I will try to walk through 
>>>      
>>>
>>this with 
>>    
>>
>>>you. Do a fresh install of rh9, then run up2date and make 
>>>      
>>>
>>sure you are 
>>    
>>
>>>current on everything, kernel as well. I will locate a box 
>>>      
>>>
>>here that I 
>>    
>>
>>>can do the same with and we will walk through the installation of 
>>>3.0.5.
>>>
>>>Michael
>>>
>>>-----Original Message-----
>>>From: request_tracker at acerhomes.com 
>>>[mailto:request_tracker at acerhomes.com]
>>>Posted At: Thursday, September 18, 2003 10:44 AM
>>>Posted To: RT
>>>Conversation: [rt-users] Good Instruction for RT3 + Apache2 
>>>      
>>>
>>+ FastCGI 
>>    
>>
>>>+ MYSQL
>>>Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + 
>>>MYSQL
>>>
>>>Hey Guys!
>>>
>>>Im frustrated already.  I can't make my RT3 installation work for 
>>>Apache 1.3 + mod_perl1 (my precious 5 days already wasted). Since I 
>>>don't get answer on my problem with Apache-Mason ("Bareword 
>>>      
>>>
>>'REDIRECT' 
>>    
>>
>>>error...), I will push through to use Apache2 + FastCGI.
>>>
>>>I need instruction on how to install everything (except MYSQL).  I 
>>>will try I hope it works....
>>>
>>>
>>>--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 _______________________________________________
>>>rt-users mailing list
>>>rt-users at lists.fsck.com 
>>>http://lists.fsck.com/mailman/listinfo/rt-users
>>>
>>>Have you read the FAQ? The RT FAQ Manager lives at 
>>>http://fsck.com/rtfm
>>>      
>>>
>>
>>_______________________________________________
>>rt-users mailing list
>>rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users
>>
>>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>>
>>    
>>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>
>  
>





From iqbala at qwestip.net  Sun Sep 21 04:05:05 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Sun, 21 Sep 2003 04:05:05 -0400 (EDT)
Subject: [rt-users] How bestpractical.com filters spam in front of RT
In-Reply-To: <Pine.GSO.4.30L2.0309170158540.14464-100000@qmail>
Message-ID: <Pine.GSO.4.30L2.0309210403580.4864-100000@qmail>

On Wed, 17 Sep 2003, Asif Iqbal wrote:

> On Mon, 15 Sep 2003, Jesse Vincent wrote:
>
> >
> > I use the following tool to do my spam filtering in front of RT.
> > It uses Mail::Audit and Mail::Spamassassin.  It can, in fact, be run in
> > front of any program that receives mail through a pipe in your
> > /etc/aliases file. You'll need to make sure it can write to its temp
> > directories and your spamassassin setup is as you like it.
> >
> > Rob Spier wrote this tool for perl.org and I adapted it for RT3.
> > I'm eternally grateful. It's made my life suck much less.
> >
> > in /etc/aliases, I've got this:
> > rt-3.0-bugs: "|/opt/bestpractical.com-rt3/bin/mailaudit /opt/fsck.com-rt3/bin/rt-m
> > ailgate --queue 'rt3' --action 'correspond' --url http://rt3.fsck.com/"
> >
> > mailaudit is this:
> >
> >
> > #!/usr/bin/perl
> >
> > # $Id: bugsfilter,v 1.31 2002/07/31 04:06:22 rt Exp rt $
> >
> >
> > use strict;
> >
> > # -- CONFIGURATION --
> > my $HOME = "/opt/rt3/mail/";
>
> I am guessing you meant /opt/rt3 as $HOME
>
> > $ENV{'HOME'} = $HOME;
> > my $maildir = "$HOME/Mail/";
> >
> >
> > use Mail::Audit qw(KillDups);
> > use Mail::SpamAssassin;
> > $Mail::Audit::KillDups::dupfile = "$HOME/.msgid-cache";
> >
> > my @defaults = qw(your-rt-owner);
>
> What would be the default value of rt-owner ?

I am ready to test it. Except I am not sure what would the default value of
rt-owner. I am runnign RT-3-0-5

Please help

>
> [...]
>
> I will give this a shot
>
> Thanks a lot
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From Rasmus.Brogger at uni-c.dk  Sun Sep 21 09:33:05 2003
From: Rasmus.Brogger at uni-c.dk (Rasmus =?iso-8859-1?Q?Br=F8gger?=)
Date: Sun, 21 Sep 2003 15:33:05 +0200
Subject: [rt-users] mail-body encoding, can't use letters that's in iso-8859-1
In-Reply-To: <29B7AC8AE8D58F4A93ACFF0CADCAC7A901C7F853@exdkba023.novo.dk>
References: <29B7AC8AE8D58F4A93ACFF0CADCAC7A901C7F853@exdkba023.novo.dk>
Message-ID: <20030921133305.GA25868@balder.sektornet.dk>

On Thu, Sep 18, 2003 at 04:48:10PM +0200, Rene Brask S?rensen wrote:
> Hi All
> 
> I have problems configuring rt (v-3.0.3) to use iso-8859-1 charset for
> mail encoding. It's quite strange, the "subject" of the mail is
> iso-8859-1 encoded but not the body, it's in utf8. Can anyone help or
> give me a hint, aboute where to start, please.
> 
> 
> Best regards 
> 
> Rene Brask

Make sure you use perl 5.8, it will not work with perl 5.6

Cheers,
    rhb


From request_tracker at acerhomes.com  Mon Sep 22 08:06:08 2003
From: request_tracker at acerhomes.com (Rommie)
Date: Mon, 22 Sep 2003 12:06:08 -0000 (UTC)
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
In-Reply-To: <3F6CC7B4.308@trevorn.com>
References: <022301c37f25$9adeb530$8704a8c0@testing>
        <3F6CC7B4.308@trevorn.com>
Message-ID: <4319.177.177.177.222.1064232368.squirrel@_default_>

Me too, I can't get a good answer which distro should be used.  Since I'm
new with RT and also with Linux, so I used RH9.  But since Michael will
also try to use this kind setup,  I hope we can make this work.

Right now, I trying to configure Apache2 (RH9 RPM) to work with FASTCGI
using tar (I could not find good RPM).


--rommie


> Let me ask a similar question.
>
> I've been trying to get RT3 going on a default install of RH9 too. I've
> always just used RH. What distribution is the easiest/best way to go for
>  install. Should I quit with RH and go to Debian or something else? Or
> should I try doing a bare RH9 install and installing everything from
> stratch. I'm thinking my RH problems are all these RPMs.
> Any help would be greatly appreciated. I've used RT2 in the past and
> want to use it again but these install problems are a nightmare.
>
> Bryan
>
>
>
> Brian Zammit wrote:
>
>>This is of great interest to me also. I have been trying to get RT 3
>> working for almost two weeks on RH9 default install with Apache 2,
>> MySQL, FastCGI (also attempted mod_cgi default and the one from rawhide
>> sources). Way too much mucking around. Is there a straight forward RH9
>> installation document?
>>
>>Brian
>>
>>
>>
>>
>>>-----Original Message-----
>>>From: rt-users-admin at lists.fsck.com
>>>[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Rommie
>>>Sent: September 19, 2003 12:36 PM
>>>To: rt-users at lists.fsck.com
>>>Cc: RT at InterCept.Net
>>>Subject: RE: [rt-users] Good Instruction for RT3 + Apache2 +
>>>FastCGI + MYSQL
>>>
>>>
>>>Okay Michael.  I re-install and update everything.  Currently
>>>these are my setups :
>>>
>>>kernel-smp-2.4.20-20.9
>>>httpd-2.0.40-21.5
>>>sendmail-8.12.8-9.90
>>>
>>>perl-5.8.0-88
>>>perl-DateManip-5.40-30
>>>perl-libxml-perl-0.07-28
>>>perl-XML-Grove-0.46alpha-25
>>>perl-DB_File-1.804-88
>>>perl-Filter-1.29-3
>>>perl-HTML-Tagset-3.03-28
>>>perl-Parse-Yapp-1.05-30
>>>perl-URI-1.21-7
>>>perl-XML-Parser-2.31-15
>>>perl-XML-Dumper-0.4-25
>>>perl-libxml-enno-1.02-29
>>>perl-XML-Twig-3.09-3
>>>perl-DBI-1.32-5
>>>perl-DBD-MySQL-2.1021-3
>>>perl-DBD-Pg-1.21-2
>>>mod_perl-1.99_07-5
>>>perl-HTML-Parser-3.26-17
>>>perl-libwww-perl-5.65-6
>>>perl-XML-Encoding-1.01-23
>>>perl-CPAN-1.61-88
>>>perl-CGI-2.81-88
>>>
>>>
>>>/usr/bin/perl ./sbin/rt-test-dependencies --with-postgres
>>>--with-fastcgi
>>>perl:
>>>	5.8.0...found
>>>
>>>
>>>MASON dependencies:
>>>
>>>Params::Validate 0.02...MISSING
>>>Cache::Cache ...MISSING
>>>Exception::Class ...MISSING
>>>HTML::Mason 1.16...MISSING
>>>MLDBM ...MISSING
>>>Errno ...found
>>>FreezeThaw ...MISSING
>>>Digest::MD5 2.27...MISSING
>>>Digest::MD5 version 2.27 required--this is only version 2.20
>>>at (eval 13) line 2. CGI::Cookie 1.20...found Storable
>>>...found Apache::Session 1.53...MISSING
>>>
>>>
>>>FASTCGI dependencies:
>>>CGI ...found
>>>FCGI ...MISSING
>>>CGI::Fast ...MISSING
>>>
>>>
>>>MAILGATE dependencies:
>>>HTML::TreeBuilder ...MISSING
>>>HTML::FormatText ...MISSING
>>>Getopt::Long ...found
>>>LWP::UserAgent ...found
>>>
>>>
>>>POSTGRESQL dependencies:
>>>DBD::Pg ...found
>>>
>>>CLI dependencies:
>>>Getopt::Long 2.24...found
>>>
>>>
>>>CORE dependencies:
>>>Digest::MD5 2.27...MISSING
>>>	Digest::MD5 version 2.27 required--this is only version
>>>2.20 at (eval 29) line 2. DBI 1.37...MISSING DBI version 1.37
>>>required--this is only version 1.32 at (eval 30) line 2.
>>>Test::Inline ...MISSING Class::ReturnValue 0.40...MISSING
>>>DBIx::SearchBuilder 0.92...MISSING Text::Template ...MISSING
>>>File::Spec 0.8...found HTML::Entities ...found Net::Domain
>>>...found Log::Dispatch 2.0...MISSING Locale::Maketext 1.06...MISSING
>>>   Locale::Maketext version 1.06 required--this is only
>>>version 1.03 at (eval 39) line 2. Locale::Maketext::Lexicon
>>>0.25...MISSING Locale::Maketext::Fuzzy ...MISSING MIME::Entity
>>>5.108...MISSING Mail::Mailer 1.57...MISSING Net::SMTP ...found
>>>Text::Wrapper ...MISSING Time::ParseDate ...MISSING File::Temp
>>>...found Term::ReadKey ...MISSING Text::Autoformat ...MISSING
>>>Text::Quoted ...MISSING
>>>
>>>DEV dependencies:
>>>
>>>Regexp::Common ...MISSING
>>>Time::HiRes ...MISSING
>>>Test::Inline ...MISSING
>>>WWW::Mechanize ...MISSING
>>>
>>>
>>>I'm about to update all perl modules.  Is it better to update
>>>using the CPAN or installing individually using tar?
>>>
>>>
>>>---rommie
>>>
>>>
>>>
>>>
>>>>This is still on your rh9 distro? I will try to walk through
>>>>
>>>>
>>>this with
>>>
>>>
>>>>you. Do a fresh install of rh9, then run up2date and make
>>>>
>>>>
>>>sure you are
>>>
>>>
>>>>current on everything, kernel as well. I will locate a box
>>>>
>>>>
>>>here that I
>>>
>>>
>>>>can do the same with and we will walk through the installation of
>>>> 3.0.5.
>>>>
>>>>Michael
>>>>
>>>>-----Original Message-----
>>>>From: request_tracker at acerhomes.com
>>>>[mailto:request_tracker at acerhomes.com]
>>>>Posted At: Thursday, September 18, 2003 10:44 AM
>>>>Posted To: RT
>>>>Conversation: [rt-users] Good Instruction for RT3 + Apache2
>>>>
>>>>
>>>+ FastCGI
>>>
>>>
>>>>+ MYSQL
>>>>Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI +
>>>> MYSQL
>>>>
>>>>Hey Guys!
>>>>
>>>>Im frustrated already.  I can't make my RT3 installation work for
>>>> Apache 1.3 + mod_perl1 (my precious 5 days already wasted). Since I
>>>> don't get answer on my problem with Apache-Mason ("Bareword
>>>>
>>>>
>>>'REDIRECT'
>>>
>>>
>>>>error...), I will push through to use Apache2 + FastCGI.
>>>>
>>>>I need instruction on how to install everything (except MYSQL).  I
>>>> will try I hope it works....
>>>>
>>>>
>>>>--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 _______________________________________________
>>>> rt-users mailing list
>>>>rt-users at lists.fsck.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
>>
>>
>>
>>
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 iqbala at qwestip.net  Mon Sep 22 00:41:20 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Mon, 22 Sep 2003 00:41:20 -0400 (EDT)
Subject: [rt-users] RT-3-0-5 web performace
Message-ID: <Pine.GSO.4.30L2.0309220039000.6728-100000@qmail>

I have been stopping and starting ( not restart ) my http every night. I noticed
when RT web ui slows down a stop and start to the http process speeds up back to
original state

My 2 cents

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From rjansen at vub.ac.be  Mon Sep 22 04:23:24 2003
From: rjansen at vub.ac.be (Jansen Robert)
Date: Mon, 22 Sep 2003 10:23:24 +0200
Subject: [rt-users] RTIR side-effects
In-Reply-To: <20030920092326.GA17733@yeti.ukerna.ac.uk>
References: <p06002001bb90d9aafc20@[134.184.64.107]>
 <20030920092326.GA17733@yeti.ukerna.ac.uk>
Message-ID: <p06002006bb945d5eda1d@[134.184.64.107]>

At 10:23 +0100 20-09-2003, John Green wrote:
>Hi Jansen,
>
>Firstly, there is an mailing list specifically for RTIR.  Did you
>ask there first? (if you did, and I missed it, apologies ;)
>
>On Fri, Sep 19, 2003 at 06:21:35PM +0200, Jansen Robert wrote:
>>  I installed RTIR recently and have been having side-effects in RT:
>>
>>  1) an URL in a ticket becomes clickable (good) but the URL gets
>>  translated and added to a link too the RTIR "Tools" page.
>>
>>  2) clickable words pop up all over the place:
>>  not only IP adresses and URL's become clickable but also words like:
>>
>>  Is there a config file where the "keywords" are defined ?
>
>All this Clicky functionality is pretty much selfcontained within
>local/html/RTIR/Elements/MakeClicky.  The regexp's for matching
>things are defined in %types.  The CAPITAL highlighting is to make
>whois netblk's clickable (see GRIPE).  Perhaps what it matches
>should be dependent on what it is currently viewing (something to
>add to the wishlist ;)
>
>Would be nice to get this in a config file at some point, but at
>the moment you'll need to edit the code.
>
>Same goes for the url (hostname) bit.  See url => sub in MakeClicky.
>Remove ($host).
>
>Hope this helps.
>
>John
>


It sure does help John, thanks.
I'll ask our local regex/Perl guru to cook up some regex soep .

Just subscribing to the rtir list, my understanding was that it was a 
private list (see bestpractical site). Awaiting approval from the 
maintainer now.

Regards

-- 
--------------------------
Brussels University
Pleinlaan 2
Computer Center VUB/ULB (VUBnet)
Ing. Robert Jansen
B-1050 Brussels
Belgium (Europe)


email: rjansen at vub.ac.be
Tel:  +32-2-650.36.94
Secr: +32-2-650.37.38
Fax:  +32-2-650.37.40
--------------------------


From funs.kessen at bbned.nl  Mon Sep 22 04:33:29 2003
From: funs.kessen at bbned.nl (Funs Kessen)
Date: Mon, 22 Sep 2003 10:33:29 +0200
Subject: [rt-users] Stop abusers
In-Reply-To: <BB90F206.2E0C4%TalkLists@index-s.de>
Message-ID: <NGBBICAEELBPIOOICCMBOEALDAAA.funs.kessen@bbned.nl>

Hi Stefan,

> Maybe i missed something, but isn't granting EVERYONE the right to CREATE
> TICKETS the only way to have tickets created via email - given
> you use RT as
> a support system where the whole world is allowed to send emails to?
>
Well it is one of the ways you could do it, there are other ways, you can
grant people on a cetain queue these rights and not on all your queues for
instance.... that will narrow down the problem quite a bit.

> i mean, if you use it to have tickets created via email, you
> basicaly never
> know who will email you, so you can't grant a person any rights - thus you
> grant it to EVERYONE.
>
If you modify the mailgateway (which I've done on previous implementations
in other companies), you can let it submit e-mails from people that are
"anonymous" via a known user on the system.
This is acutally quite simple, you then put the "customer" in the CC field,
and it is very simple to add a little blacklist to this system, or even
easier, make an "anonymous" ticket gateway and setup an htaccess base on IP
or user or whatever you like on it (a guy I know did this and it works
really nice).

> Or was your reply more of an academical nature?
>
What is your goal with this remark, as I do not fully understand ?

Cheers,

Funs



From przemek at cert.pl  Mon Sep 22 05:41:52 2003
From: przemek at cert.pl (Przemyslaw Jaroszewski)
Date: Mon, 22 Sep 2003 11:41:52 +0200
Subject: [rt-users] Bug: rt CLI not working any more in 3.0.5
In-Reply-To: <20030910151850.GP30655@fsck.com>
References: <2147483647.1063201701@[10.0.255.35]> <20030910151850.GP30655@fsck.com>
Message-ID: <oprvwaj2advdfpvz@localhost>

On Wed, 10 Sep 2003 11:18:50 -0400, Jesse Vincent <jesse at bestpractical.com> wrote:

> On Wed, Sep 10, 2003 at 01:48:21PM +0200, Dirk Pape wrote:
>> Hello,
>>
>> in my installation of RT3.0.5 the CLI-tools lost all its functionality it had already in pre-versions:
>
> Remember how we said it was beta quality? ;)
> Seriously though, what happened is that the code changed and the
> examples didn't keep pace. the developer is working on an updated
> version of the documentation.
>

Now seriously, another two weeks passed. Can we get at least basic syntax for the new CLI? Source code seems readable, but imho forcing users to "reverse engineer" the tools doesn't sound very user friendly and hopefully does not comply with Best Practical's customer care policy :) (Yes, I know rt is free, but still...)

Regards,
Przemek


From dj.dule at planetsky.com  Mon Sep 22 05:32:15 2003
From: dj.dule at planetsky.com (Dusan Djordjevic)
Date: Mon, 22 Sep 2003 12:32:15 +0300
Subject: [rt-users] Problem with attachments (RT 3.0.5)
Message-ID: <200309221232.16241.dj.dule@planetsky.com>

Hi all,

I have problem with attachments using 3.0.5, with all dependancies 
satisfied. When I send file (DOC or PDF) via RT it gets corrupted. It 
stores it corrupted in database. Max. attachment length is set to 10MB, 
so it is not a problem since attachments are usually few hundred k (not 
more than 400 k for sure). Any idea ? Thanks all in advance...
-- 
Eng. Dusan Djordjevic (RHCE)   PlanetSky Ltd.
Tel: +357 22454896    *    Fax: +357-22518022
http://www.planetsky.com  dusan at planetsky.com



From Philip.Colmer at proquest.co.uk  Mon Sep 22 06:10:21 2003
From: Philip.Colmer at proquest.co.uk (Colmer, Philip)
Date: Mon, 22 Sep 2003 11:10:21 +0100
Subject: [rt-users] RT-3-0-5 web performace
Message-ID: <CEEE169F5089F343B3BB2167BE8628C901B71454@exchange.private.chadwyck.co.uk>

> I have been stopping and starting ( not restart ) my http every night. I
> noticed when RT web ui slows down a stop and start to the http process
> speeds up back to original state

We are doing the same thing but we are running 3.0.4.

One of our administrators noticed that an Apache process was hogging
virtually all of the processor but a truss on the process didn't show
anything, suggesting that the process was stuck in a very tight loop.

A suspected culprit was mod_perl, but we don't have any proof.

--Philip

--
Philip Colmer, MBCS CEng?CCSE?????????? Tel: 01223 271223
I.T. Manager??????????????????????????? Fax: 01223 215513
ProQuest Information & Learning
The Quorum, Barnwell Road, Cambridge, CB5 8SW



From francesca.delcorso at fi.infn.it  Mon Sep 22 07:19:04 2003
From: francesca.delcorso at fi.infn.it (Francesca Del Corso)
Date: Mon, 22 Sep 2003 13:19:04 +0200
Subject: [rt-users] Error in quoted.pm
Message-ID: <002d01c380fb$54c35560$149154c0@fi.infn.it>

 
Hi,
 
when I open a ticket I received, this system error appears
 
error:  Internal Error () on 'Il computer locale in questione fa parte
di un apparato sperimentale ed ?' at
/usr/lib/perl5/site_perl/5.8.0/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/5.8.0/Text/Quoted.pm:187
/usr/lib/perl5/site_perl/5.8.0/Text/Quoted.pm:63
/opt/rt3/share/html/Ticket/Elements/ShowTransaction:61
/opt/rt3/share/html/Ticket/Elements/ShowHistory:62
/opt/rt3/share/html/Ticket/Display.html:37
/opt/rt3/share/html/autohandler:163
 
It seams that it can not recognise same particoular  characters and
translate them into other , for example ? in  ?'  character.
Is it a bug or a wrong setting in RT_SiteConfig.pm or what else?
Where can I find a it .po file ?
 
My settings are:
RT3.0.3, mysql ver. 4, postfix, procmail, perl 5.8.0, RedHat9
 
Thank you.
 
Francesca Del Corso
INFN Sesto Fiorentino
Italy
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From m.catozzi at provincia.ps.it  Mon Sep 22 07:55:25 2003
From: m.catozzi at provincia.ps.it (Michele Catozzi)
Date: Mon, 22 Sep 2003 13:55:25 +0200
Subject: [rt-users] Error in quoted.pm
References: <002d01c380fb$54c35560$149154c0@fi.infn.it>
Message-ID: <00f301c38100$69f6a220$9b346f0a@CATOZZIM2>

"Francesca Del Corso" <francesca.delcorso at fi.infn.it>:
> Where can I find a it .po file ?

It should be included in the last relase of RT (3.0.5). I have a 3.0.5pre4
running, and i found it.po included.

I send you by separately mail a copy of it.po.

Cheers

Michele Catozzi

Amministrazione Provinciale di Pesaro e Urbino
Servizio Informativo e Statistico
Ufficio 2.3.3 - Gestione Telematica Provinciale
Pesaro - Italy



From dag at dynasim.se  Mon Sep 22 08:13:46 2003
From: dag at dynasim.se (Dag Bruck)
Date: Mon, 22 Sep 2003 14:13:46 +0200
Subject: [rt-users] Spam filtering using procmail and SpamAssassin (was: Stop abusers)
Message-ID: <200309221213.h8MCDkb04850@net.dynasim.se>

I have implemented spam filtering for RT using SpamAssassin and
procmail. Here is a more detailed description of what I have done.


1. Configuration

I run RedHat 7.2 and have upgraded to Perl 5.8.0 etc. The machine
running RT sits inside our firewall and is regarded as safe.


2. Installing SpamAssassin

I installed SpamAssassin as described in the documentation:

	perl -MCPAN -e shell
	o conf prerequisites_policy ask
	install Mail::SpamAssassin

I then installed the recommended packages too:

	install DB_File
	install Net::DNS

I did tweak the configuration of SpamAssassin somewhat, but nothing here
is related to RT as such.


3. Script for procmail

I have written a procmail script that acts as glue between the mail
system, SpamAssassin and RT. The purpose is to send potential spam to a
human being for review, and messages which are "ok" are sent directly to
the right RT queue.

This is the script:

---------------------
# SpamAssassin interface for RT queue specified by env. var. RT_QUEUE.
#
# Pipe the mail through spamassassin (replace 'spamassassin' with 'spamc'
# if you use the spamc/spamd combination)
# The condition line ensures that only messages smaller than 200 KB
# (200 * 1024 = 204800 bytes) are processed by SpamAssassin. Most spam
# isn't bigger than a few k and working with big messages can bring
# SpamAssassin to its knees.
:0fw
* < 204800
| /usr/local/bin/spamassassin

# All mail tagged as spam (eg. with a score higher than the set threshold)
# is sent for confirmation.
:0:
* ^X-Spam-Status: Yes
! spam-admin at mailhost.yourdomain

# Ok mail is forwarded to RT queue.
:0:
*
|/etc/smrsh/rt-mailgate --queue $RT_QUEUE --action correspond --url http://rthost.yourdomain/
---------------------

The first action runs SpamAssassin and gets back a message with
additional header fields. The second action mails potential spam to a
special user. The third action (otherwise) sends the message to RT.

You recognize the command sending mail to RT, it's stolen from the
original /etc/aliases and just slightly modified.


4. Interfacing procmail

In /etc/aliases I have made the following definitions:

---------------------
rt: "|procmail RT_QUEUE=general /root/rt-spamfilter"
rt-ok: "|rt-mailgate --queue general --action correspond --url http://rt.dynasim.se/"
rt-comment: "|rt-mailgate --queue general --action comment --url http://rt.dynasim.se/"
---------------------

The first line defines the "insecure" entry point, i.e., the mail
address which may get spam. It calls procmail (link in /etc/smrsh
needed) and specifies the script file rt-spamfilter. The argument
RT_QUEUE specifies the queue, so a single procmail script can be used
for multiple RT queues (I have assumed that the URL is always the same).

The second line defines my "secure" entry point, which is not exposed to
external users. If a message tentatively marked as spam gets human
approval, this is where such a message should be forwarded. It goes
directly into RT without passing SpamAssassin.

The third line defines the usual comment address, which I have not
protected because I assume that only trusted people use it.


5. Mail setup

Some little things have been set up on our mail gateway machine.

First, there is a mail alias that forwards all mail directly to the
machine running RT, corresponding to the "rt" address above.

Second, I have defined the alias spam-admin to point to a real user who
takes care of screening potential spam.


6. Concluding notes

One of the design decisions was to run SpamAssassin on the RT machine,
which does its own spam filtering regardless of the spam filtering we do
for plain users on the mail gateway. I wanted them to be separate, so I
can tweak them differently.

I decided to use procmail instead of the solution Jesse presented a
little while back (Perl script and Mail::Audit). The main reason is that
I'm familiar with procmail. Perhaps other people can comment on
pros/cons of these approaches.

I will gratefully accept any comments or suggestions.

Dag Br?ck
Dynasim AB, Sweden


From seph at directionless.org  Mon Sep 22 08:40:21 2003
From: seph at directionless.org (seph)
Date: Mon, 22 Sep 2003 08:40:21 -0400
Subject: [rt-users] Re: Multiple CanonicalizeEmailAddress in RT3 ?
In-Reply-To: <20030920150941.D540.AP@webhostbrasil.com.br> (Ana Paula
 Prado's message of "Sat, 20 Sep 2003 15:23:17 -0300")
References: <20030920150941.D540.AP@webhostbrasil.com.br>
Message-ID: <w52eky9c7yi.fsf@lame.message.id>

> What can I do for use multiples instances to
> "CanonicalizeEmailAddressMatch" and
> "CanonicalizeEmailAddressReplace" ?

you can't directly do that. 

you need to overlay the function responsible for address canonicalization.

seph


From murphy at genome.chop.edu  Mon Sep 22 09:58:05 2003
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Mon, 22 Sep 2003 09:58:05 -0400
Subject: [rt-users] RT-3-0-5 web performace
In-Reply-To: <CEEE169F5089F343B3BB2167BE8628C901B71454@exchange.private.chadwyck.co.uk>
Message-ID: <CA0EF54C-ED04-11D7-8031-0003930D3626@genome.chop.edu>

> One of our administrators noticed that an Apache process was hogging
> virtually all of the processor but a truss on the process didn't show
> anything, suggesting that the process was stuck in a very tight loop. 
> - Philip

If you're using postgres, this might be the bug in DBIx::SearchBuilder 
that Jesse fixed recently. He released version .92 on CPAN.  I no 
longer have to restart 3.0.4.  I had a problem with different, sporadic 
slowdowns after that, but after instituting vacuums of the database, I 
have been fine.

-Kevin Murphy



From murphy at genome.chop.edu  Mon Sep 22 10:01:45 2003
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Mon, 22 Sep 2003 10:01:45 -0400
Subject: [rt-users] Bug: rt CLI not working any more in 3.0.5
In-Reply-To: <oprvwaj2advdfpvz@localhost>
Message-ID: <4D65E907-ED05-11D7-8031-0003930D3626@genome.chop.edu>

> Now seriously, another two weeks passed. Can we get at least basic 
> syntax for the new CLI? Source code seems readable, but imho forcing 
> users to "reverse engineer" the tools doesn't sound very user friendly 
> and hopefully does not comply with Best Practical's customer care 
> policy :) (Yes, I know rt is free, but still...)

Jesse or whom it may concern: if I can help get the CLI docs together 
faster somehow, let me know.  I think I may have installed Aegis at 
some point, but I have never used it.

-Kevin Murphy



From sjellin at elcb.co.za  Mon Sep 22 10:11:19 2003
From: sjellin at elcb.co.za (Steven L. Jellin)
Date: Mon, 22 Sep 2003 16:11:19 +0200
Subject: [rt-users] Extended Workflow in RT3
Message-ID: <NGBBIIBLKDOHHBFBDLHMAEBKDDAA.sjellin@elcb.co.za>

Hi All,
	I have just started looking into RT3 as a possible request tracking system
where I work.
	(Background: testing on a freebsd 4.8 box with postgres and currently
RT3.0.4).

	Is the following scenario feasible in RT3, or should I look elsewhere /
write something specific :
	Scenario:
		Client(staff) make a request (I figure this could go to
[client-name][incoming queue]
		Client(manager) must aprove this request (I have managed to get basic
approvals working) (he will become owner) (client wants us to manage his
internal process too.

		We could have smaller clients that just submit straight into the support
queue. (i.e. Client(staff) and Client(manager) same person) - I suspect it
might be acceptable for simplicity sake to make this the same as above.

		Then if request is approved it goes to support-department-queue .. where
it is AGAIN approved / rejected (this time by support manager).
		If it is approved the support manager will either pass it to one of his
own staff (assign to)(say they needed an explanation on something) OR pass
it onto the programming department.

		Irrespective of whether it is handled by support or programming, a support
person must be assigned to look after the ticket from our side.

		In the case of it being assigned to the programming department.. the
programming department manager assigns it to a subordinate.	The request can
then bounce between programming and support (various test cycles / getting
more information etc). I.e. ProgrammerA -> move back to support queue,
SupportB notified ... fail -> back to ProgrammerA etc.

		And FINALLY back to the client(manager).

		Add to this, multiple products (so mulitple sets of queues). (Generally
client only uses one product).


		Any suggestions / help would be much appreciated.  I know this is
complicated, but unfortunately the above is being insisted apon.

S.L. Jellin BCom(Hons)(Rhodes)
ELCB Information Services
--
4a St Patricks Road         Tel: +27 (0) 43 722-0757
Belgravia		          Fax: +27 (0) 43 722-0846
East London
5201

The information transmitted in this message is intended only for the person 
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or taking of any action in reliance upon, this information by persons or entities
other than the intended recipient is prohibited. If you received  this message in error, 
please contact the sender and delete the material from any computer.


From jesse at bestpractical.com  Mon Sep 22 11:09:57 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 22 Sep 2003 11:09:57 -0400
Subject: [rt-users] Error in quoted.pm
In-Reply-To: <002d01c380fb$54c35560$149154c0@fi.infn.it>
References: <002d01c380fb$54c35560$149154c0@fi.infn.it>
Message-ID: <20030922150957.GS30655@fsck.com>



On Mon, Sep 22, 2003 at 01:19:04PM +0200, Francesca Del Corso wrote:
>  
> Hi,
>  
> when I open a ticket I received, this system error appears
> It seams that it can not recognise same particoular  characters and
> translate them into other , for example ? in  ?'  character.
> Is it a bug or a wrong setting in RT_SiteConfig.pm or what else?
> Where can I find a it .po file ?


Francesca,

This looks like a bug that we've fixed in 3.0.5. Can you still replicate
it after you upgrade to RT 3.0.5?

Best,
	
	Jesse

>  
> My settings are:
> RT3.0.3, mysql ver. 4, postfix, procmail, perl 5.8.0, RedHat9
>  
> Thank you.
>  
> Francesca Del Corso
> INFN Sesto Fiorentino
> Italy

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


From jesse at bestpractical.com  Mon Sep 22 11:30:46 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 22 Sep 2003 11:30:46 -0400
Subject: [rt-users] Bug: rt CLI not working any more in 3.0.5
In-Reply-To: <oprvwaj2advdfpvz@localhost>
References: <2147483647.1063201701@[10.0.255.35]> <20030910151850.GP30655@fsck.com> <oprvwaj2advdfpvz@localhost>
Message-ID: <20030922153046.GT30655@fsck.com>



On Mon, Sep 22, 2003 at 11:41:52AM +0200, Przemyslaw Jaroszewski wrote:
> On Wed, 10 Sep 2003 11:18:50 -0400, Jesse Vincent <jesse at bestpractical.com> wrote:
> >On Wed, Sep 10, 2003 at 01:48:21PM +0200, Dirk Pape wrote:
> >>in my installation of RT3.0.5 the CLI-tools lost all its functionality it 
> >>had already in pre-versions:
> >
> >Remember how we said it was beta quality? ;)
> >
> 
> Now seriously, another two weeks passed. Can we get at least basic syntax 
> for the new CLI? Source code seems readable, but imho forcing users to 
> "reverse engineer" the tools doesn't sound very user friendly and hopefully 
> does not comply with Best Practical's customer care policy :) (Yes, I know 
> rt is free, but still...)

	As I said before, the developer, whom I'm paying to write free software,
is writing updated examples. He hasn't yet delivered them to me. I,
too, would quite like to begin using the new CLI, but there are other
projects that are higher on my personal priority list and the priority
lists of our corporate customers.  If we had more customers who needed
the CLI functionality then yes, of course, it would become higher
priority.

	I'm sorry that I don't have the resources to do everything that 
the public would like with RT. Patches are, of course, welcome.


	Best,
	Jesse

> Regards,
> Przemek
> 

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


From rchartier at viaconsultants.com  Mon Sep 22 12:05:12 2003
From: rchartier at viaconsultants.com (Rejean Chartier)
Date: Mon, 22 Sep 2003 12:05:12 -0400
Subject: [rt-users] Serch criteria
Message-ID: <003601c38123$509c87e0$643da8c0@headoffice.viaconsultants.com>

Hi All

 

I have just started to use RT3 release 3.0.5 

I try to use the date in the search criteria and the time is always
override, see ex:

 

ex: I want to select all tickets entered in the system between 19 and 22 of
sept 2003.

In the selection, I select Created > Before > 2003-09-23, and Created >
After > 2003-09-18

The system always include the time as 04:00:00

I try with Created > After > 2003-09-18 24:00:00 and the time is overridden
by 04:00:00,   WHY?

 

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

 <mailto:rchartier at viaconsultants.com> rchartier at viaconsultants.com

 

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From cubic at acronis.ru  Mon Sep 22 12:23:04 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Mon, 22 Sep 2003 20:23:04 +0400
Subject: [rt-users] Serch criteria
In-Reply-To: <003601c38123$509c87e0$643da8c0@headoffice.viaconsultants.com>
References: <003601c38123$509c87e0$643da8c0@headoffice.viaconsultants.com>
Message-ID: <3F6F21E8.9020103@acronis.ru>

Rejean Chartier wrote:

> Hi All
>
>  
>
> I have just started to use RT3 release 3.0.5
>
> I try to use the date in the search criteria and the time is always 
> override, see ex:
>
>  
>
> ex: I want to select all tickets entered in the system between 19 and 
> 22 of sept 2003.
>
> In the selection, I select Created > Before > 2003-09-23, and Created 
> > After > 2003-09-18
>
> The system always include the time as 04:00:00
>
> I try with Created > After > 2003-09-18 24:00:00 and the time is 
> overridden by 04:00:00,   WHY?
>
>  
>
> Thanks for your help
>
>  
>
SetToMidnight uses GMT (gmtime perl function). And as I think you have +4.



From rchartier at viaconsultants.com  Mon Sep 22 12:27:07 2003
From: rchartier at viaconsultants.com (Rejean Chartier)
Date: Mon, 22 Sep 2003 12:27:07 -0400
Subject: [rt-users] Serch criteria
In-Reply-To: <3F6F21E8.9020103@acronis.ru>
Message-ID: <004001c38126$60d1fa20$643da8c0@headoffice.viaconsultants.com>

Thanks for the 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


-----Original Message-----
From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] 
Sent: 22 septembre, 2003 12:23
To: Rejean Chartier
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Serch criteria

Rejean Chartier wrote:

> Hi All
>
>  
>
> I have just started to use RT3 release 3.0.5
>
> I try to use the date in the search criteria and the time is always 
> override, see ex:
>
>  
>
> ex: I want to select all tickets entered in the system between 19 and 
> 22 of sept 2003.
>
> In the selection, I select Created > Before > 2003-09-23, and Created 
> > After > 2003-09-18
>
> The system always include the time as 04:00:00
>
> I try with Created > After > 2003-09-18 24:00:00 and the time is 
> overridden by 04:00:00,   WHY?
>
>  
>
> Thanks for your help
>
>  
>
SetToMidnight uses GMT (gmtime perl function). And as I think you have +4.





From rchartier at viaconsultants.com  Mon Sep 22 12:29:44 2003
From: rchartier at viaconsultants.com (Rejean Chartier)
Date: Mon, 22 Sep 2003 12:29:44 -0400
Subject: [rt-users] Laguage access
Message-ID: <004101c38126$be658350$643da8c0@headoffice.viaconsultants.com>

HI All

 

Could you tell me if it?s possible to logon to RT without using the set-up
in Web browser.(We support French and English). The user can select the
working language)

 

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

 <mailto:rchartier at viaconsultants.com> rchartier at viaconsultants.com

 

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From cubic at acronis.ru  Mon Sep 22 12:40:46 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Mon, 22 Sep 2003 20:40:46 +0400
Subject: [rt-users] Laguage access
In-Reply-To: <004101c38126$be658350$643da8c0@headoffice.viaconsultants.com>
References: <004101c38126$be658350$643da8c0@headoffice.viaconsultants.com>
Message-ID: <3F6F260E.60600@acronis.ru>

google for "Language selection UI implemented" there was patch in 
rt-devel list
Rejean Chartier wrote:

> HI All
>
> Could you tell me if it?s possible to logon to RT without using the 
> set-up in Web browser.(We support French and English). The user can 
> select the working language)
>
> 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 <mailto:rchartier at viaconsultants.com>_
>




From cubic at acronis.ru  Mon Sep 22 12:46:06 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Mon, 22 Sep 2003 20:46:06 +0400
Subject: [rt-users] Serch criteria
In-Reply-To: <BB94EFF6.2E396%TalkLists@index-s.de>
References: <BB94EFF6.2E396%TalkLists@index-s.de>
Message-ID: <3F6F274E.9070109@acronis.ru>

Stefan Seiz wrote:

>On 22.09.2003 18:05 Uhr, Rejean Chartier <rchartier at viaconsultants.com>
>wrote:
>
>  
>
>>ex: I want to select all tickets entered in the system between 19 and 22 of
>>sept 2003.
>>
>>In the selection, I select Created > Before > 2003-09-23, and Created > After
>>    
>>
>>>2003-09-18
>>>      
>>>
>>The system always include the time as 04:00:00
>>
>>I try with Created > After > 2003-09-18 24:00:00 and the time is overridden by
>>04:00:00,   WHY?
>>    
>>
>
>
>Probably because dates in the database are stored as GMT Dates and your
>timezone (RT Timezone) is 4 hours behind of GMT?
>
>
>  
>
I have my own question on this where I could change offset? I have +3 
instead of +4 as gmtime think.
        Best regards. Ruslan.



From bpinksto at centenary.edu  Mon Sep 22 12:46:42 2003
From: bpinksto at centenary.edu (Brad Pinkston)
Date: Mon, 22 Sep 2003 11:46:42 -0500
Subject: [rt-users] RT3 Conversion Script
Message-ID: <01e601c38129$1a2c9f00$ca9189c6@gents.centenary.edu>

Where is the stable rt2 > rt3 conversion script for mySQL available for
download?

Brad Pinkston
Firewall/Network Administrator
Checkpoint CCSA
Centenary College of LA
(318) 869-5721
bpinksto at centenary.edu



--------------------------------------------------------------------
This email has been scanned for viruses by Centenary College of LA



From cubic at acronis.ru  Mon Sep 22 13:20:55 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Mon, 22 Sep 2003 21:20:55 +0400
Subject: [rt-users] RT3 Conversion Script
In-Reply-To: <01e601c38129$1a2c9f00$ca9189c6@gents.centenary.edu>
References: <01e601c38129$1a2c9f00$ca9189c6@gents.centenary.edu>
Message-ID: <3F6F2F77.3070309@acronis.ru>

Here
http://www.fsck.com/pub/rt/devel/

it's strongly recomended use test runs, before moving of production server.
use 3.0.5  - there is many bugs fixed and also latest/correct depend list.


Brad Pinkston wrote:

>Where is the stable rt2 > rt3 conversion script for mySQL available for
>download?
>
>Brad Pinkston
>Firewall/Network Administrator
>Checkpoint CCSA
>Centenary College of LA
>(318) 869-5721
>bpinksto at centenary.edu
>
>
>
>--------------------------------------------------------------------
>This email has been scanned for viruses by Centenary College of LA
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.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 rchartier at viaconsultants.com  Mon Sep 22 13:56:38 2003
From: rchartier at viaconsultants.com (Rejean Chartier)
Date: Mon, 22 Sep 2003 13:56:38 -0400
Subject: [rt-users] Customer ticket querry
Message-ID: <004c01c38132$e1f73b90$643da8c0@headoffice.viaconsultants.com>

HI All

I?m a new user and I want to know if somebody can resolve this situation:

The customer can inquiry all tickets by using GO TO TICKET, I?m using 3.0.5

I want the customer can inquiry only his ticket (where can we block the
query?)

 

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

 <mailto:rchartier at viaconsultants.com> rchartier at viaconsultants.com

 

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From jesse at bestpractical.com  Mon Sep 22 14:19:36 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 22 Sep 2003 14:19:36 -0400
Subject: [rt-users] bug rt3.0.5: Search "Ticket att. content does not match" is always empty
In-Reply-To: <2147483647.1063902729@eremix>
References: <2147483647.1063902729@eremix>
Message-ID: <20030922181936.GW30655@fsck.com>

On Thu, Sep 18, 2003 at 04:32:09PM +0200, Dirk Pape wrote:
> Hello,
> 
> Searching "Ticket att. content does not match" with anything in the textbox 
> always yields an empty search in rt 3.0.5, debian, perl 5.8, mysql 4.0.18, 
> newest searchbuilder.

Confirmed. there's a local bug open on it. (Well, three of them
actually)


> Dirk.
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

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


From cubic at acronis.ru  Mon Sep 22 14:20:34 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Mon, 22 Sep 2003 22:20:34 +0400
Subject: [rt-users] Customer ticket querry
In-Reply-To: <004c01c38132$e1f73b90$643da8c0@headoffice.viaconsultants.com>
References: <004c01c38132$e1f73b90$643da8c0@headoffice.viaconsultants.com>
Message-ID: <3F6F3D72.1080408@acronis.ru>

at /Admin/Global/GroupRights.html
or
Admin/Queues/GroupRights.html?id=<QUEUE_ID>
role: Requestor
right: ShowTicket

Rejean Chartier wrote:

> HI All
>
> I?m a new user and I want to know if somebody can resolve this situation:
>
> The customer can inquiry all tickets by using GO TO TICKET, I?m using 
> 3.0.5
>
> I want the customer can inquiry only his ticket (where can we block 
> the query?)
>
> 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 <mailto:rchartier at viaconsultants.com>_
>




From mbaker at colltech.com  Mon Sep 22 15:11:51 2003
From: mbaker at colltech.com (Michael S. Baker)
Date: Mon, 22 Sep 2003 15:11:51 -0400
Subject: [rt-users] scrips behaving differently via mail and web ui
In-Reply-To: <3F69C6BC.6080102@colltech.com>
References: <3F69C6BC.6080102@colltech.com>
Message-ID: <3F6F4977.9020804@colltech.com>

Can anyone help me with this? Any kind of assistance would be gladly 
welcomed, including pointers to threads that already discuss this kind 
of problem or even methods of debugging scrips as they pass through the 
different entry points to RT.

Thanks,
Mike

Michael S. Baker wrote:
> I'm running RT 3.0.1 with Apache 1.3.27, mysql 4.0.12, and mod_perl 1.27 
> on a Solaris 8 server.
> 
> I have setup a scrip/template for Approvals and a scrip to process 
> custom fields from email. The scrips are behaving differently depending 
> on the method of entry in to RT, email or web ui.
> 
> The Approval scrip/template works correctly via the web ui, but the 
> custom fields scrip deletes all of the custom fields except one. When 
> the input method is email the custom fields get handled correctly, but 
> the Approval queue isn't set.
> 
> Any ideas what's going on here and how I can fix it? The debug info in 
> the log isn't being helpful, atm.
> 
> Here are the scrips/templates:
> 
> +++Approval Template+++
> ===Create-Ticket: fwapproval
> Subject: Approval for 
> {$Tickets{'TOP'}->FirstCustomFieldValue('Organization')} Firewall 
> Request {$Tickets{'TOP'}->Id}
> Depended-On-By: {$Tickets{'TOP'}->Id}
> Type: Approval
> Queue: {$Tickets{'TOP'}->FirstCustomFieldValue('Organization')}Approvals
> Content: There is a new request from 
> {$Tickets{'TOP'}->RequestorAddresses} requiring your approval.
> You can view the request at the Network Web page or by following this URL:
> http://rtdev.example.com/Ticket/Display.html?id={$Tickets{'TOP'}->Id}
> ENDOFCONTENT
> +++End Approval Template+++
> 
> +++Custom Fields Scrip+++
> my $Ticket = $self->TicketObj;
> my $Transaction = $self->TransactionObj;
> my $field;
> 
> #
> # Get the following custom fields from email headers:
> # Organization, Source, Destination, Ports, Direction
> #
> 
> my @fieldnames = ( 'X-RTOrg', 'X-RTSrc', 'X-RTDst', 'X-RTPort', 
> 'X-RTDir' );
> my %cfields = (
>         'X-RTOrg'=>'Organization',
>         'X-RTSrc'=>'Source',
>         'X-RTDst'=>'Destination',
>         'X-RTPort'=>'Port(s)',
>         'X-RTDir'=>'Direction' );
> 
> foreach $field ( @fieldnames ) {
>         my $mailer = $Transaction->Attachments->First->GetHeader($field);
>         my $cf = new RT::CustomField($RT::SystemUser);
> 
>         $cf->LoadByNameAndQueue(Name=>$cfields{$field}, Queue=>5);
> 
>         $Ticket->AddCustomFieldValue(Field=>$cf, Value=>$mailer);
> }
> +++End Custom Fields Scrip+++




From eal at operamail.com  Mon Sep 22 15:30:07 2003
From: eal at operamail.com (Edward Lopez )
Date: Tue, 23 Sep 2003 03:30:07 +0800
Subject: [rt-users] changing email name (not address) associated with a queue
Message-ID: <20030922193008.4950.qmail@operamail.com>

Hi,

I'm using RT 2.0 and would like to change the email name associated with the 'general' queue to something like 'Customer Support System' instead of 'general'.  If I try to change the name of the queue, then mailing to the RT email address breaks with 'queue general not found'.

Thanks very much.

-- 
___________________________________________________
OperaMail free e-mail - http://www.operamail.com
OperaMail Premium - 28MB, POP3, more! US$29.99/year

Powered by Outblaze


From iqbala at qwestip.net  Mon Sep 22 15:34:56 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Mon, 22 Sep 2003 15:34:56 -0400 (EDT)
Subject: [rt-users] Bug: rt CLI not working any more in 3.0.5
In-Reply-To: <20030922153046.GT30655@fsck.com>
Message-ID: <Pine.GSO.4.30L2.0309221532430.4516-100000@qmail>

I have been using the CLI that Funs Kessen was talking about in this mailing
list. I would suggest others to give that a shot. I have been using it since
this morning.



On Mon, 22 Sep 2003, Jesse Vincent wrote:

>
>
>
> On Mon, Sep 22, 2003 at 11:41:52AM +0200, Przemyslaw Jaroszewski wrote:
> > On Wed, 10 Sep 2003 11:18:50 -0400, Jesse Vincent <jesse at bestpractical.com> wrote:
> > >On Wed, Sep 10, 2003 at 01:48:21PM +0200, Dirk Pape wrote:
> > >>in my installation of RT3.0.5 the CLI-tools lost all its functionality it
> > >>had already in pre-versions:
> > >
> > >Remember how we said it was beta quality? ;)
> > >
> >
> > Now seriously, another two weeks passed. Can we get at least basic syntax
> > for the new CLI? Source code seems readable, but imho forcing users to
> > "reverse engineer" the tools doesn't sound very user friendly and hopefully
> > does not comply with Best Practical's customer care policy :) (Yes, I know
> > rt is free, but still...)
>
> 	As I said before, the developer, whom I'm paying to write free software,
> is writing updated examples. He hasn't yet delivered them to me. I,
> too, would quite like to begin using the new CLI, but there are other
> projects that are higher on my personal priority list and the priority
> lists of our corporate customers.  If we had more customers who needed
> the CLI functionality then yes, of course, it would become higher
> priority.
>
> 	I'm sorry that I don't have the resources to do everything that
> the public would like with RT. Patches are, of course, welcome.
>
>
> 	Best,
> 	Jesse
>
> > Regards,
> > Przemek
> >
>
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From iqbala at qwestip.net  Mon Sep 22 16:25:59 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Mon, 22 Sep 2003 16:25:59 -0400 (EDT)
Subject: [rt-users] How bestpractical.com filters spam in front of RT
In-Reply-To: <Pine.GSO.4.30L2.0309210403580.4864-100000@qmail>
Message-ID: <Pine.GSO.4.30L2.0309221620160.4516-100000@qmail>

Hi All

I know Jesse is extremely busy. However anyone else used this setup and have
answer to the following question ? I installed the modules required for this to
run. Now I am stuck here. What would be the default value of rt owner in this
next line ?

my @defaults = qw(your-rt-owner); [excerpted from the following code..]

Thanks

On Sun, 21 Sep 2003, Asif Iqbal wrote:

> On Wed, 17 Sep 2003, Asif Iqbal wrote:
>
> > On Mon, 15 Sep 2003, Jesse Vincent wrote:
> >
> > >
> > > I use the following tool to do my spam filtering in front of RT.
> > > It uses Mail::Audit and Mail::Spamassassin.  It can, in fact, be run in
> > > front of any program that receives mail through a pipe in your
> > > /etc/aliases file. You'll need to make sure it can write to its temp
> > > directories and your spamassassin setup is as you like it.
> > >
> > > Rob Spier wrote this tool for perl.org and I adapted it for RT3.
> > > I'm eternally grateful. It's made my life suck much less.
> > >
> > > in /etc/aliases, I've got this:
> > > rt-3.0-bugs: "|/opt/bestpractical.com-rt3/bin/mailaudit /opt/fsck.com-rt3/bin/rt-m
> > > ailgate --queue 'rt3' --action 'correspond' --url http://rt3.fsck.com/"
> > >
> > > mailaudit is this:
> > >
> > >
> > > #!/usr/bin/perl
> > >
> > > # $Id: bugsfilter,v 1.31 2002/07/31 04:06:22 rt Exp rt $
> > >
> > >
> > > use strict;
> > >
> > > # -- CONFIGURATION --
> > > my $HOME = "/opt/rt3/mail/";
> >
> > I am guessing you meant /opt/rt3 as $HOME
> >
> > > $ENV{'HOME'} = $HOME;
> > > my $maildir = "$HOME/Mail/";
> > >
> > >
> > > use Mail::Audit qw(KillDups);
> > > use Mail::SpamAssassin;
> > > $Mail::Audit::KillDups::dupfile = "$HOME/.msgid-cache";
> > >
> > > my @defaults = qw(your-rt-owner);
> >
> > What would be the default value of rt-owner ?
>
> I am ready to test it. Except I am not sure what would the default value of
> rt-owner. I am runnign RT-3-0-5
>
> Please help
>
> >
> > [...]
> >
> > I will give this a shot
> >
> > Thanks a lot
> >
>
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From jesse at bestpractical.com  Mon Sep 22 16:29:23 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 22 Sep 2003 16:29:23 -0400
Subject: [rt-users] How bestpractical.com filters spam in front of RT
In-Reply-To: <Pine.GSO.4.30L2.0309221620160.4516-100000@qmail>
References: <Pine.GSO.4.30L2.0309210403580.4864-100000@qmail> <Pine.GSO.4.30L2.0309221620160.4516-100000@qmail>
Message-ID: <20030922202923.GA30655@fsck.com>


On Mon, Sep 22, 2003 at 04:25:59PM -0400, Asif Iqbal wrote:
> Hi All
> 
> I know Jesse is extremely busy. However anyone else used this setup and have
> answer to the following question ? I installed the modules required for this to
> run. Now I am stuck here. What would be the default value of rt owner in this
> next line ?
> 
> my @defaults = qw(your-rt-owner); [excerpted from the following code..]

It's an email address.


From mwatson at netspace.net.au  Mon Sep 22 20:38:01 2003
From: mwatson at netspace.net.au (Matthew Watson)
Date: Tue, 23 Sep 2003 08:38:01 +0800
Subject: [rt-users] Continued problems with the rt2->dumpfile script - running out of
 memory creating metadata
Message-ID: <836721640.1064306281@snowblind>

Heya,

 I've got a problem with the export script, in that its eating up all the 
memory, I notice in the script that its constructing the data structure 
then dumping it, this is a real problem for me, as i've got over 140,000 
Users. If I restrict the users export search to include only privileged 
users, will the rest get picked up from the tickets, I'm assuming so? 
Otherwise any ideas (apart from the obvious re-writing the script to be a 
bit more friendly to huge databases) for getting this to run?

Thanks

Regards
Matthew Watson
Netspace Online Systems.



From contact at realcarbonneau.com  Mon Sep 22 20:41:33 2003
From: contact at realcarbonneau.com (Real Carbonneau)
Date: Mon, 22 Sep 2003 20:41:33 -0400
Subject: [rt-users] Empty Attachments
In-Reply-To: <CA0EF54C-ED04-11D7-8031-0003930D3626@genome.chop.edu>
Message-ID: <00b101c3816b$72cfca50$6401a8c0@main>

Hi,

RT 3.0.5 permits the attachment of an empty document, but then does not
display a link for downloading it.  

This does not seem to be correct behavior, shouldn't it either reject the
upload of empty attachments, or permit the download of empty attachments.

R?al 




From contact at realcarbonneau.com  Mon Sep 22 20:42:26 2003
From: contact at realcarbonneau.com (Real Carbonneau)
Date: Mon, 22 Sep 2003 20:42:26 -0400
Subject: [rt-users] Serch criteria
In-Reply-To: <3F6F21E8.9020103@acronis.ru>
Message-ID: <00b201c3816b$925fedf0$6401a8c0@main>

Why is the time not specified in the Local time as in most other time
displays in RT?

Can the search for date include a date and time like "2003-09-18 14:00:00".

Also this time should be taken as the local time.

Thanks,
Real

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Ruslan U. Zakirov
Sent: Monday, September 22, 2003 12:23 PM
To: Rejean Chartier
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Serch criteria

Rejean Chartier wrote:

> Hi All
>
>  
>
> I have just started to use RT3 release 3.0.5
>
> I try to use the date in the search criteria and the time is always 
> override, see ex:
>
>  
>
> ex: I want to select all tickets entered in the system between 19 and 
> 22 of sept 2003.
>
> In the selection, I select Created > Before > 2003-09-23, and Created 
> > After > 2003-09-18
>
> The system always include the time as 04:00:00
>
> I try with Created > After > 2003-09-18 24:00:00 and the time is 
> overridden by 04:00:00,   WHY?
>
>  
>
> Thanks for your help
>
>  
>
SetToMidnight uses GMT (gmtime perl function). And as I think you have +4.

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 myk_lists at yahoo.ca  Mon Sep 22 20:52:56 2003
From: myk_lists at yahoo.ca (mYK)
Date: Mon, 22 Sep 2003 17:52:56 -0700
Subject: [rt-users] Sporatic web attachment corruption
In-Reply-To: <1062532446.28821.7.camel@redwall.ofsloans.com>
References: <1062532446.28821.7.camel@redwall.ofsloans.com>
Message-ID: <3F6F9968.1040404@yahoo.ca>

Hi Tim,

Did you manage to sort this one out?  I'm having a very similar issue 
with attachments with my RT 3.0.5 / Redhat 9 / Apache 1.3.28 (w/static 
mod_perl)


Thanks,
mike



Tim Gerla wrote:
> I'm running RT 3.0.4 on a Red Hat 9 machine, with stock Apache 2.0.40
> and mod_perl 1.99_07, and I'm seeing some strange web attachment
> corruption bugs. It's happening in the base64 encoding of binary
> attachments. (MS Word, PDF, etc) The file size is increased by a few
> hundred bytes. I have pasted a section near the end of the same file (a
> very simple MS Word document), the first attached correctly, and the
> second, incorrectly.
> 

/snip/




From jesse at bestpractical.com  Mon Sep 22 20:57:51 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 22 Sep 2003 20:57:51 -0400
Subject: [rt-users] Sporatic web attachment corruption
In-Reply-To: <3F6F9968.1040404@yahoo.ca>
References: <1062532446.28821.7.camel@redwall.ofsloans.com> <3F6F9968.1040404@yahoo.ca>
Message-ID: <20030923005751.GH30655@fsck.com>

I received a report today that this is due to RedHat's perl build having
its' locale set funny at build time. if you export LANG=C before
starting RT, it should clear up.


On Mon, Sep 22, 2003 at 05:52:56PM -0700, mYK wrote:
> 
> Hi Tim,
> 
> Did you manage to sort this one out?  I'm having a very similar issue 
> with attachments with my RT 3.0.5 / Redhat 9 / Apache 1.3.28 (w/static 
> mod_perl)
> 
> 
> Thanks,
> mike
> 
> 
> 
> Tim Gerla wrote:
> >I'm running RT 3.0.4 on a Red Hat 9 machine, with stock Apache 2.0.40
> >and mod_perl 1.99_07, and I'm seeing some strange web attachment
> >corruption bugs. It's happening in the base64 encoding of binary
> >attachments. (MS Word, PDF, etc) The file size is increased by a few
> >hundred bytes. I have pasted a section near the end of the same file (a
> >very simple MS Word document), the first attached correctly, and the
> >second, incorrectly.
> >
> 
> /snip/
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 contact at realcarbonneau.com  Mon Sep 22 21:35:10 2003
From: contact at realcarbonneau.com (Real Carbonneau)
Date: Mon, 22 Sep 2003 21:35:10 -0400
Subject: [rt-users] Sporatic web attachment corruption
In-Reply-To: <20030923005751.GH30655@fsck.com>
Message-ID: <00bc01c38172$f4cd0e80$6401a8c0@main>

We have had the same thing but it seems that in two cases the corruption
occurred from two different corporate networks that probably have proxy
servers in between them and the internet RT server.

When I try to replicate from a direct internet connection the attachments
are ok.

This may be because of sporadic corruptions or related to proxy servers...

RT 3.0.5
RH9
Apache 1.3.28 Static Compiled 
mod_perl-1.28


Real

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Jesse Vincent
Sent: Monday, September 22, 2003 8:58 PM
To: mYK
Cc: Tim Gerla; rt-users at lists.fsck.com
Subject: Re: [rt-users] Sporatic web attachment corruption

I received a report today that this is due to RedHat's perl build having
its' locale set funny at build time. if you export LANG=C before
starting RT, it should clear up.


On Mon, Sep 22, 2003 at 05:52:56PM -0700, mYK wrote:
> 
> Hi Tim,
> 
> Did you manage to sort this one out?  I'm having a very similar issue 
> with attachments with my RT 3.0.5 / Redhat 9 / Apache 1.3.28 (w/static 
> mod_perl)
> 
> 
> Thanks,
> mike
> 
> 
> 
> Tim Gerla wrote:
> >I'm running RT 3.0.4 on a Red Hat 9 machine, with stock Apache 2.0.40
> >and mod_perl 1.99_07, and I'm seeing some strange web attachment
> >corruption bugs. It's happening in the base64 encoding of binary
> >attachments. (MS Word, PDF, etc) The file size is increased by a few
> >hundred bytes. I have pasted a section near the end of the same file (a
> >very simple MS Word document), the first attached correctly, and the
> >second, incorrectly.
> >
> 
> /snip/
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

-- 
http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

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





From myk_lists at yahoo.ca  Mon Sep 22 21:47:37 2003
From: myk_lists at yahoo.ca (Mike White)
Date: Mon, 22 Sep 2003 18:47:37 -0700
Subject: [rt-users] Sporatic web attachment corruption
In-Reply-To: <20030923005751.GH30655@fsck.com>
References: <1062532446.28821.7.camel@redwall.ofsloans.com> <3F6F9968.1040404@yahoo.ca> <20030923005751.GH30655@fsck.com>
Message-ID: <3F6FA639.2020309@yahoo.ca>

Jesse,

A similar solution worked wonderfully:

On my RH9 box, i changed /etc/sysconfig/i18n to have LANG=en_US instead 
of LANG=en_US.UTF-8.  This changes the global language for everything, 
(after a reboot, probably) which is the brute force solution i was 
looking for, since a lot of the perl modules won't compile with 
LANG=en_US.UTF-8.

Thanks for your speedy help!

Mike



Jesse Vincent wrote:
> I received a report today that this is due to RedHat's perl build having
> its' locale set funny at build time. if you export LANG=C before
> starting RT, it should clear up.



From myk_lists at yahoo.ca  Mon Sep 22 21:50:29 2003
From: myk_lists at yahoo.ca (Mike White)
Date: Mon, 22 Sep 2003 18:50:29 -0700
Subject: [rt-users] Problem with attachments (RT 3.0.5)
In-Reply-To: <200309221232.16241.dj.dule@planetsky.com>
References: <200309221232.16241.dj.dule@planetsky.com>
Message-ID: <3F6FA6E5.4060302@yahoo.ca>

Jesse just helped me with a similar-sounding problem:

Are you running Redhat9?  The default LANG environment variable might be 
screwing things up.  Try exporting LANG=en_US or LANG=C and rerunning 
apache with this new environment.


Dusan Djordjevic wrote:

> I have problem with attachments using 3.0.5, with all dependancies 
> satisfied. When I send file (DOC or PDF) via RT it gets corrupted. It 
> stores it corrupted in database. Max. attachment length is set to 10MB, 
> so it is not a problem since attachments are usually few hundred k (not 
> more than 400 k for sure). Any idea ? Thanks all in advance...



From iqbala at qwestip.net  Mon Sep 22 21:58:39 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Mon, 22 Sep 2003 21:58:39 -0400 (EDT)
Subject: [rt-users] How bestpractical.com filters spam in front of RT
In-Reply-To: <20030922202923.GA30655@fsck.com>
Message-ID: <Pine.GSO.4.30L2.0309222151260.7922-100000@qmail>

On Mon, 22 Sep 2003, Jesse Vincent wrote:

>
>
> On Mon, Sep 22, 2003 at 04:25:59PM -0400, Asif Iqbal wrote:
> > Hi All
> >
> > I know Jesse is extremely busy. However anyone else used this setup and have
> > answer to the following question ? I installed the modules required for this to
> > run. Now I am stuck here. What would be the default value of rt owner in this
> > next line ?
> >
> > my @defaults = qw(your-rt-owner); [excerpted from the following code..]
>
> It's an email address.

I used root as the rt-owner and in my /etc/aliases I put

support: |"/opt/rt3/bin/mailaudit /opt/rt3/bin/rt-mailgate --queue support
--action correspond --url http://webrt.arl.qwestip.net"

I noticed it created a file triggerfilt.log with 0 bytes in the /opt/rt3 ($HOME)
directory. But it is not creating any ticket anymore and no autoreply either

Jesse, I know you are busy. So I am hoping someone else in the mailing list may
be able to help me in the mean time. I am currently using just procmail to
filter

Thanks

> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From contact at realcarbonneau.com  Tue Sep 23 00:48:51 2003
From: contact at realcarbonneau.com (Real Carbonneau)
Date: Tue, 23 Sep 2003 00:48:51 -0400
Subject: [rt-users] Laguage access
In-Reply-To: <3F6F260E.60600@acronis.ru>
Message-ID: <00df01c3818d$ff572960$6401a8c0@main>

Hi All,

That would be the following messages:
http://lists.fsck.com/pipermail/rt-devel/2003-August/004613.html
 
and then
http://lists.fsck.com/pipermail/rt-devel/2003-August/004619.html

But it doesn't seem to be part of version 3.0.5. 

Will this be part of the standard RT?  If so, starting from what version?

Also, as what was mentioned in the second message, Templates are not
language dependant, so an installation that deals will more than one
language will have a problem with the templates since they are not language
specific.

Any idea if language dependent templates based on user language preference
will be part of standard RT?

Thanks in advance,
Real 

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Ruslan U. Zakirov
Sent: Monday, September 22, 2003 12:41 PM
To: Rejean Chartier
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Laguage access

google for "Language selection UI implemented" there was patch in 
rt-devel list
Rejean Chartier wrote:

> HI All
>
> Could you tell me if it?s possible to logon to RT without using the 
> set-up in Web browser.(We support French and English). The user can 
> select the working language)
>
> 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 <mailto:rchartier at viaconsultants.com>_
>


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

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





From alesh at sportina.si  Tue Sep 23 02:00:22 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Tue, 23 Sep 2003 08:00:22 +0200
Subject: [rt-users] changing email name (not address) associated with a queue
In-Reply-To: <20030922193008.4950.qmail@operamail.com>
Message-ID: <007501c38197$fce27450$4801a8c0@OMNIBOOK>

Did you update your alias (if you're using sendmail for example) file also?

A.

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Edward Lopez 
Sent: Monday, September 22, 2003 9:30 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] changing email name (not address) associated with a
queue


Hi,

I'm using RT 2.0 and would like to change the email name associated with the
'general' queue to something like 'Customer Support System' instead of
'general'.  If I try to change the name of the queue, then mailing to the RT
email address breaks with 'queue general not found'.

Thanks very much.

-- 
___________________________________________________
OperaMail free e-mail - http://www.operamail.com
OperaMail Premium - 28MB, POP3, more! US$29.99/year

Powered by Outblaze
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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  Tue Sep 23 02:02:38 2003
From: jerker.montelius at ppm.nu (Jerker Montelius)
Date: Tue, 23 Sep 2003 08:02:38 +0200
Subject: [rt-users] Bug: rt CLI not working any more in 3.0.5
In-Reply-To: <Pine.GSO.4.30L2.0309221532430.4516-100000@qmail>
References: <Pine.GSO.4.30L2.0309221532430.4516-100000@qmail>
Message-ID: <1064296957.22719.22.camel@stopc0291.premiepensionsmyndigheten.se>

On Mon, 2003-09-22 at 21:34, Asif Iqbal wrote:
> I have been using the CLI that Funs Kessen was talking about in this mailing
> list. I would suggest others to give that a shot. I have been using it since
> this morning.
> 
Well. How did you do it?




From request_tracker at acerhomes.com  Tue Sep 23 11:07:23 2003
From: request_tracker at acerhomes.com (Rommie)
Date: Tue, 23 Sep 2003 15:07:23 -0000 (UTC)
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB25958B@icptex02.corp.icpt.net>
References: <A8ED8823644C614280ACAC1A4D3E93FB25958B@icptex02.corp.icpt.net>
Message-ID: <2914.177.177.177.222.1064329643.squirrel@_default_>

Guys!

I just finished installing all missing perl modules for FastCGI + Postgres
(see my previous message) and I used the tarball so I will know
everything(WHEW!) These are my complete lists for your info.

Param-Validate-0.65			Dave Rolsky

Cache-Cache-1.02			DeWitt Clinton
	Error-0.15			Arun Kumar U
	Digest-SHA1-2.04		Gisle Aas
	IPC-ShareLite-0.09 		Maurice Aubrey

Exception-Class-1.15 			Dave Rolsky
	Class-Data-Inheritable-0.02	Michael G Schwern
	Devel-StackTrace-1.03 		Dave Rolsky		*

HTML-Mason-1.23 			Dave Rolsky		*
	Class-Container-0.10		Ken Williams
	Apache-Filter-1.022 		Ken Williams		*


FreezeThaw-0.43 			Ilya Zakharevich
MLDBM-2.01 				Joshua Chamas
Digest-MD5-2.27 			Gisle Aas
Apache-Session-1.54 			Jeffrey Baker
HTML-Tree-3.18 				Sean M. Burke
	HTML-Parser-3.31 		Gisle Aas
	HTML-Tagset-3.03		Sean M. Burke

HTML-Format-2.03			Sean M. Burke
	Font-AFM-1.18 			Gisle Aas

DBI-1.38 				Tim Bunce		*
Test-Inline-0.15 			Michael G Schwern
Class-ReturnValue-0.51 			Jesse Vincent
DBIx-SearchBuilder-0.92 		Jesse Vincent
Text-Template-1.44 			Mark Jason Dominus
Log-Dispatch-2.06 			Dave Rolsky
	Module-Build-0.20_02		Ken Williams
		YAML-0.35 		Brian Ingerson
		ExtUtils::ParseXS	Ken Williams
		Archive-Tar-1.05	Jos Boumans

Locale-Maketext-1.06 			Sean M. Burke
	I18N-LangTags-0.28 		Sean M. Burke

Locale-Maketext-Fuzzy-0.02 		Autrijus Tang
Locale-Maketext-Lexicon-0.28		Autrijus Tang
	Regexp-Common-2.113		Abigail
Locale-Maketext-Gettext-1.10 		imacat			- mistakenly installed

MIME-tools-6.200_02			Eryq
MIME-tools-5.411a			Eryq			- i think this one is needed
	IO-stringy-2.108 		Eryq
	MailTools-1.59 			Mark Overmeer
	Unicode-Map-0.112		Martin Schwartz
	Unicode-Map8-0.12 		Gisle Aas		- I installed both (I'm not sure which one
is needed)

Text-Wrapper-1.000			Christopher J. Madsen
Time-modules-2003.0211 			David Muir Sharnoff
TermReadKey-2.21 			Jonathan Stowe		*
Text-Autoformat-1.12 			Damian Conway		*
	Text-Reform-1.11 		Damian Conway

Text-Quoted-1.2				Simon Cozens
Time-HiRes-1.51 			Jarkko Hietaniemi

WWW-Mechanize-0.59 			Andy Lester		*
	libwww-perl-5.69 		Gisle Aas
	IO-Socket-SSL-0.95 		Peter Behroozi
		Net_SSLeay.pm-1.25 	Sampo Kellomaki		*

* - I ignored some minor errors.


So I end up here on this dependency test.

perl sbin/rt-test-dependencies --with-postgrsql --with-fastcgi

perl:
	5.8.0...found


MASON dependencies:
Params::Validate 0.02...found
Cache::Cache ...found
Exception::Class ...found
HTML::Mason 1.16...found
MLDBM ...found
Errno ...found
FreezeThaw ...found
Digest::MD5 2.27...found
CGI::Cookie 1.20...found
Storable ...found
Apache::Session 1.53...found

FASTCGI dependencies:
CGI ...found
FCGI ...found
CGI::Fast ...found

MAILGATE dependencies:
HTML::TreeBuilder ...found
HTML::FormatText ...found
Getopt::Long ...found
LWP::UserAgent ...found

POSTGRESQL dependencies:
DBD::Pg ...found

CLI dependencies:
Getopt::Long 2.24...found

CORE dependencies:
Digest::MD5 2.27...found
DBI 1.37...found
Test::Inline ...found
Class::ReturnValue 0.40...found
DBIx::SearchBuilder 0.92...found
Text::Template ...found
File::Spec 0.8...found
HTML::Entities ...found
Net::Domain ...found
Log::Dispatch 2.0...found
Locale::Maketext 1.06...found
Locale::Maketext::Lexicon 0.25...found
Locale::Maketext::Fuzzy ...found
MIME::Entity 5.108...found
Mail::Mailer 1.57...found
Net::SMTP ...found
Text::Wrapper ...found
Time::ParseDate ...found
File::Temp ...found
Term::ReadKey ...found
Text::Autoformat ...found
Text::Quoted ...found

DEV dependencies:
Regexp::Common ...found
Time::HiRes ...found
Test::Inline ...found
WWW::Mechanize ...found


So, I will now work on my postgres database. (Hello! did I miss something?)


> This is still on your rh9 distro? I will try to walk through this with
> you. Do a fresh install of rh9, then run up2date and make sure you are
> current on everything, kernel as well. I will locate a box here that I
> can do the same with and we will walk through the installation of 3.0.5.
>
> Michael
>
> -----Original Message-----
> From: request_tracker at acerhomes.com
> [mailto:request_tracker at acerhomes.com]
> Posted At: Thursday, September 18, 2003 10:44 AM
> Posted To: RT
> Conversation: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI +
> MYSQL
> Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
>
> Hey Guys!
>
> Im frustrated already.  I can't make my RT3 installation work for Apache
> 1.3 + mod_perl1 (my precious 5 days already wasted). Since I don't get
> answer on my problem with Apache-Mason ("Bareword 'REDIRECT' error...),
> I
> will push through to use Apache2 + FastCGI.
>
> I need instruction on how to install everything (except MYSQL).  I will
> try I hope it works....
>
>
> --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


---rommie




From request_tracker at acerhomes.com  Tue Sep 23 11:21:20 2003
From: request_tracker at acerhomes.com (Rommie)
Date: Tue, 23 Sep 2003 15:21:20 -0000 (UTC)
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
In-Reply-To: <A8ED8823644C614280ACAC1A4D3E93FB25958B@icptex02.corp.icpt.net>
References: <A8ED8823644C614280ACAC1A4D3E93FB25958B@icptex02.corp.icpt.net>
Message-ID: <2970.177.177.177.222.1064330480.squirrel@_default_>

I just want to post these solutions (I got from different mailing lists) I
encoutered during my installation.

-------------------------------
FastCGI + Apache2

Since I used Apache2 RPM, you need to change the Makefile of FastCGI from
tarball before you compile.

top_dir      = /usr/lib/httpd
INCLUDES=-I/usr/include/httpd

--------------------------------
Digest::MD5

Checking if your kit is complete...
> Looks good
> Writing Makefile for Digest::MD5
> Makefile:83: *** missing separator.  Stop.
>   /usr/bin/make  -- NOT OK

Before using the perl shell, run the following commands as root:

# cd /etc/sysconfig
# cp i18n i18n-orig
# sed 's/LANG=.*/LANG="en_US"/' i18n-orig > i18n
# . i18n

----------------------------------
I hope this will help..


---rommie

> This is still on your rh9 distro? I will try to walk through this with
> you. Do a fresh install of rh9, then run up2date and make sure you are
> current on everything, kernel as well. I will locate a box here that I
> can do the same with and we will walk through the installation of 3.0.5.
>
> Michael
>
> -----Original Message-----
> From: request_tracker at acerhomes.com
> [mailto:request_tracker at acerhomes.com]
> Posted At: Thursday, September 18, 2003 10:44 AM
> Posted To: RT
> Conversation: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI +
> MYSQL
> Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
>
> Hey Guys!
>
> Im frustrated already.  I can't make my RT3 installation work for Apache
> 1.3 + mod_perl1 (my precious 5 days already wasted). Since I don't get
> answer on my problem with Apache-Mason ("Bareword 'REDIRECT' error...),
> I
> will push through to use Apache2 + FastCGI.
>
> I need instruction on how to install everything (except MYSQL).  I will
> try I hope it works....
>
>
> --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 myqu at hotmail.com  Tue Sep 23 04:05:33 2003
From: myqu at hotmail.com (Ada Hui)
Date: Tue, 23 Sep 2003 08:05:33 +0000
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
Message-ID: <BAY8-F451f1Lgki9BGc000035bc@hotmail.com>

Dear All,

I am new in RT and even perl and linux. Hoping that someone won't mind 
answering my question (even it may seems stupid question to you).

I'm  trying to install RT 3.0.5 with the default settings in RH9. Appche and 
mysql are default.  I try to install the perl module with the CPAN provided 
but some still missing.

[root at riclinux rt-3-0-5]# perl sbin/rt-test-dependencies \--with-mysql 
--with-modperl1
perl:
        5.8.0...found
MASON dependencies:
        Params::Validate 0.02...found
        Cache::Cache ...found
        Exception::Class ...found
        HTML::Mason 1.16...found
        MLDBM ...found
        Errno ...found
        FreezeThaw ...found
        Digest::MD5 2.27...MISSING
                Digest::MD5 version 2.27 required--this is only version 2.20 
at (eval 32) line 2.
        CGI::Cookie 1.20...found
        Storable ...found
        Apache::Session 1.53...found
MAILGATE dependencies:
        HTML::TreeBuilder ...found
        HTML::FormatText ...found
        Getopt::Long ...found
        LWP::UserAgent ...found
MODPERL1 dependencies:
        CGI ...found
        Apache::Request ...MISSING
        Apache::DBI 0.92...found
CLI dependencies:
        Getopt::Long 2.24...found
CORE dependencies:
        Digest::MD5 2.27...MISSING
                Digest::MD5 version 2.27 required--this is only version 2.20 
at (eval 48) line 2.
        DBI 1.37...found
        Test::Inline ...found
        Class::ReturnValue 0.40...found
        DBIx::SearchBuilder 0.92...found
        Text::Template ...found
        File::Spec 0.8...found
        HTML::Entities ...found
        Net::Domain ...found
        Log::Dispatch 2.0...MISSING
        Locale::Maketext 1.06...found
        Locale::Maketext::Lexicon 0.25...found
        Locale::Maketext::Fuzzy ...found
        MIME::Entity 5.108...found
        Mail::Mailer 1.57...found
        Net::SMTP ...found
        Text::Wrapper ...found
        Time::ParseDate ...found
        File::Temp ...found
        Term::ReadKey ...found
        Text::Autoformat ...found
        Text::Quoted ...found
DEV dependencies:
        Regexp::Common ...found
        Time::HiRes ...found
        Test::Inline ...found
        WWW::Mechanize ...found
MYSQL dependencies:
        DBD::mysql 2.1018...found


So,  i try this one
[root at riclinux rt-3-0-5]# perl -MCPAN -e 'install Apache::Request::Install'
and it give me the result follows:


  CPAN.pm: Going to build J/JO/JOESUF/libapreq-1.2.tar.gz

mod_perl 1.x ( < 1.99) is required at Makefile.PL line 29.
BEGIN failed--compilation aborted at Makefile.PL line 31.
Running make test
  Make had some problems, maybe interrupted? Won't test
Running make install
  Make had some problems, maybe interrupted? Won't install
[root at riclinux rt-3-0-5]#

How should I install those modules? using tar?
and what actually is the difference between modperl1, modperl2 and fasstcgi?

Thanks in advance for giving me some help.

Best Regards,
Ada Hui

_________________________________________________________________
No masks required! Use MSN Messenger to chat with friends and family. 
http://go.msnserver.com/HK/25382.asp



From funs.kessen at bbned.nl  Tue Sep 23 05:21:41 2003
From: funs.kessen at bbned.nl (Funs Kessen)
Date: Tue, 23 Sep 2003 11:21:41 +0200
Subject: [rt-users] Bug: rt CLI not working any more in 3.0.5
In-Reply-To: <1064296957.22719.22.camel@stopc0291.premiepensionsmyndigheten.se>
Message-ID: <NGBBICAEELBPIOOICCMBCEBJDAAA.funs.kessen@bbned.nl>

> > I have been using the CLI that Funs Kessen was talking about in 
> > this mailing
> > list. I would suggest others to give that a shot. I have been 
> > using it since
> > this morning.
> Well. How did you do it?
> 
I took the RT2 CLI I had lying around and addapted it to work for RT3,
some minor changes here and there (because some things in RT3's libs 
changed, much clearer now by the way), replaced the keywords with Custom 
Fields etc etc.. 
I think with the help of Asif I got the bugs out :), am still doing some
stuff on the admin tool, but quite a bit more changed there, so it might 
take another day or so :)

Cheers,

Funs


From Samuel.Senoner at eurac.edu  Tue Sep 23 05:54:26 2003
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Tue, 23 Sep 2003 11:54:26 +0200
Subject: [rt-users] Bug: rt CLI not working any more in 3.0.5
Message-ID: <8ABC35686C73554691F3481C4023BE5E93336B@abz01be.eurac.edu>

Is this tool similar to the rt-crontool?
Or did you take a look at the crontool too, because I haven't found
anybody who could say to me it can send mail.
I want a Mail notification if some time periods are override.

Thank you

Samuel Senoner


-----Original Message-----
From: Funs Kessen [mailto:funs.kessen at bbned.nl] 
Sent: Tuesday,23 September,2003 11:22
To: Jerker Montelius; Asif Iqbal
Cc: Jesse Vincent; Przemyslaw Jaroszewski; rt-users at lists.fsck.com

> > I have been using the CLI that Funs Kessen was talking about in this

> > mailing list. I would suggest others to give that a shot. I have 
> > been using it since this morning.
> Well. How did you do it?
> 
I took the RT2 CLI I had lying around and addapted it to work for RT3,
some minor changes here and there (because some things in RT3's libs
changed, much clearer now by the way), replaced the keywords with Custom
Fields etc etc.. 
I think with the help of Asif I got the bugs out :), am still doing some
stuff on the admin tool, but quite a bit more changed there, so it might
take another day or so :)

Cheers,

Funs
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 sbw at tapestry.tucson.az.us  Tue Sep 23 08:52:41 2003
From: sbw at tapestry.tucson.az.us (Steve Wampler)
Date: 23 Sep 2003 05:52:41 -0700
Subject: [rt-users] Bounced email storms and RT 3.0.4?
Message-ID: <1064321561.7309.13.camel@tapestry.home.net>

Last night the 'MS security patch' worm finally
found its way to our RT email address.  RT
sent out a reply, as expected, but then got
into a bounced email 'storm' - that single
instance of the worm resulted in ~200 email
messages on "RT Bounce:", starting with:

RT thinks this message may be a bounce
 
Has anyone seen this?  Is there something I can
change in my configuration that would prevent
so many bounces?

Thanks!

-- 
Steve Wampler <sbw at tapestry.tucson.az.us>


From Vassilios.Ioannidis at isrec.unil.ch  Tue Sep 23 09:44:20 2003
From: Vassilios.Ioannidis at isrec.unil.ch (Vassilios Ioannidis)
Date: Tue, 23 Sep 2003 15:44:20 +0200
Subject: [rt-users] Deleted tickets re-open
Message-ID: <0884A5D9-EDCC-11D7-8944-000393CFE3B8@isrec.unil.ch>

Hi,

I am testing RT 3.0.4 and I noticed something I did not expect.
Let's assume I delete the ticket [RT#199] (status -> deleted). RT tells 
me that the status changed from open to deleted. Good.
However, if an email is sent to RT with [RT#199] in the subject line, 
the ticket re-appears in RT and all its history is there !
I thought that deleted meant ... deleted ! Does it mean that deleted 
tickets still exists in RT ?

The other way I found to reveal deleted tickets is by changing the 
ticket id directly in the URL:
http://www.yourdomain.com/Ticket/Display.html?id=199

is this correct ? And if this behavior is correct, is there a way to 
'really' delete tickets ?


Thanks,

Vassilios 



From mikep at uclink.berkeley.edu  Tue Sep 23 09:45:14 2003
From: mikep at uclink.berkeley.edu (Mike Patterson)
Date: Tue, 23 Sep 2003 06:45:14 -0700
Subject: [rt-users] Twist on "User could not be created: Email address in use"
In-Reply-To: <20030923060502.18844.84939.Mailman@pallas.eruditorum.org>
References: <20030923060502.18844.84939.Mailman@pallas.eruditorum.org>
Message-ID: <3F704E6A.6060005@uclink.berkeley.edu>

I'm very fortunate to have had our old ticketing system crash so I can 
quickly bring RT into production :-)

The problem is a few bugs in the build RT 3.03 (RedHat 7.3, Perl 5.61, 
Apache2, FastCGI, MySql 4.013)
Yes I know, I should update Perl and RT (which is in progress on a 
FreeBSD machine) but I need a work around now.

So I have a common problem of trying to transform someone who submitted 
an email into a privelged user. 
The typical fix for this is Configuration:Users:Select Users and check 
the "include disabled users in search" box.
However this doesn't seem to work in my particular build.  You search 
and it doesn't display anything.

Because the typical fix doesn't work for me I started browsing the db 
tables:
Users, GroupMembers, CachedGroupMembers, and I can't figure out what 
flags allow a user to be priveleged.
Do they need become a member of a priveleged users group (which ID?)  
What's the deal with CachedGroupMembers?  If I modify GroupMembers
what needs to restart for the update to happen?

Thanks,
Mike



From dj.dule at planetsky.com  Tue Sep 23 06:21:35 2003
From: dj.dule at planetsky.com (Dusan Djordjevic)
Date: Tue, 23 Sep 2003 13:21:35 +0300
Subject: [rt-users] Sporatic web attachment corruption
In-Reply-To: <20030923005751.GH30655@fsck.com>
References: <1062532446.28821.7.camel@redwall.ofsloans.com> <3F6F9968.1040404@yahoo.ca> <20030923005751.GH30655@fsck.com>
Message-ID: <200309231321.35676.dj.dule@planetsky.com>

>  I received a report today that this is due to RedHat's perl build
> having its' locale set funny at build time. if you export LANG=C
> before starting RT, it should clear up.

I am running it on FreeBSD, so it is not the issue. Also, it is on my 
local network, without proxy servers in between. Also, I noticed that 
when i restart Apache, it works properly for a while. But I cannot 
confirm, I am not 100% that there is connection between.

Regards,

-- 
Eng. Dusan Djordjevic (RHCE)   PlanetSky Ltd.
Tel: +357 22454896    *    Fax: +357-22518022
http://www.planetsky.com  dusan at planetsky.com



From Samuel.Senoner at eurac.edu  Tue Sep 23 09:55:36 2003
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Tue, 23 Sep 2003 15:55:36 +0200
Subject: [rt-users] Twist on "User could not be created: Email address in use"
Message-ID: <8ABC35686C73554691F3481C4023BE5E933382@abz01be.eurac.edu>

Have you tried to search in the user list by e-mail address or part of
it?

Samuel 


-----Original Message-----
From: Mike Patterson [mailto:mikep at uclink.berkeley.edu] 
Sent: Tuesday,23 September,2003 15:45
To: rt-users at lists.fsck.com

I'm very fortunate to have had our old ticketing system crash so I can
quickly bring RT into production :-)

The problem is a few bugs in the build RT 3.03 (RedHat 7.3, Perl 5.61,
Apache2, FastCGI, MySql 4.013) Yes I know, I should update Perl and RT
(which is in progress on a FreeBSD machine) but I need a work around
now.

So I have a common problem of trying to transform someone who submitted
an email into a privelged user. 
The typical fix for this is Configuration:Users:Select Users and check
the "include disabled users in search" box.
However this doesn't seem to work in my particular build.  You search
and it doesn't display anything.

Because the typical fix doesn't work for me I started browsing the db
tables:
Users, GroupMembers, CachedGroupMembers, and I can't figure out what
flags allow a user to be priveleged.
Do they need become a member of a priveleged users group (which ID?)
What's the deal with CachedGroupMembers?  If I modify GroupMembers what
needs to restart for the update to happen?

Thanks,
Mike

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

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




From jim.rowan at starcore-dsp.com  Tue Sep 23 10:26:23 2003
From: jim.rowan at starcore-dsp.com (Jim Rowan)
Date: Tue, 23 Sep 2003 09:26:23 -0500
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
Message-ID: <FA5264FF6C742D42B309ED672B5E7E1E399B43@ausexm1>

I can't comment on the linux distros -- but on FreeBSD 4.8 it was a
snap.  (Although I used apache1/mod_perl/postgresql, and used a mixture
of ports and manual installs.)  

The most simple way is to use the port -- cd /usr/ports/www/rt3; make
all install clean.


Jim

-----Original Message-----
From: Bryan Pennington [mailto:bpennington at trevorn.com] 
Sent: Saturday, September 20, 2003 4:34 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI +
MYSQL


Let me ask a similar question.

I've been trying to get RT3 going on a default install of RH9 too. I've 
always just used RH. What distribution is the easiest/best way to go for

install. Should I quit with RH and go to Debian or something else? Or 
should I try doing a bare RH9 install and installing everything from 
stratch. I'm thinking my RH problems are all these RPMs.
Any help would be greatly appreciated. I've used RT2 in the past and 
want to use it again but these install problems are a nightmare.

Bryan



Brian Zammit wrote:

>This is of great interest to me also. I have been trying to get RT 3 
>working for almost two weeks on RH9 default install with Apache 2, 
>MySQL, FastCGI (also attempted mod_cgi default and the one from rawhide

>sources). Way too much mucking around. Is there a straight forward RH9 
>installation document?
>
>Brian
>
>
>  
>
>>-----Original Message-----
>>From: rt-users-admin at lists.fsck.com
>>[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Rommie
>>Sent: September 19, 2003 12:36 PM
>>To: rt-users at lists.fsck.com
>>Cc: RT at InterCept.Net
>>Subject: RE: [rt-users] Good Instruction for RT3 + Apache2 + 
>>FastCGI + MYSQL
>>
>>
>>Okay Michael.  I re-install and update everything.  Currently
>>these are my setups :
>>
>>kernel-smp-2.4.20-20.9
>>httpd-2.0.40-21.5
>>sendmail-8.12.8-9.90
>>
>>perl-5.8.0-88
>>perl-DateManip-5.40-30
>>perl-libxml-perl-0.07-28
>>perl-XML-Grove-0.46alpha-25
>>perl-DB_File-1.804-88
>>perl-Filter-1.29-3
>>perl-HTML-Tagset-3.03-28
>>perl-Parse-Yapp-1.05-30
>>perl-URI-1.21-7
>>perl-XML-Parser-2.31-15
>>perl-XML-Dumper-0.4-25
>>perl-libxml-enno-1.02-29
>>perl-XML-Twig-3.09-3
>>perl-DBI-1.32-5
>>perl-DBD-MySQL-2.1021-3
>>perl-DBD-Pg-1.21-2
>>mod_perl-1.99_07-5
>>perl-HTML-Parser-3.26-17
>>perl-libwww-perl-5.65-6
>>perl-XML-Encoding-1.01-23
>>perl-CPAN-1.61-88
>>perl-CGI-2.81-88
>>
>>
>>/usr/bin/perl ./sbin/rt-test-dependencies --with-postgres
>>--with-fastcgi
>>perl:
>>	5.8.0...found
>>
>>
>>MASON dependencies:
>>
>>Params::Validate 0.02...MISSING
>>Cache::Cache ...MISSING
>>Exception::Class ...MISSING
>>HTML::Mason 1.16...MISSING
>>MLDBM ...MISSING
>>Errno ...found
>>FreezeThaw ...MISSING
>>Digest::MD5 2.27...MISSING
>>Digest::MD5 version 2.27 required--this is only version 2.20
>>at (eval 13) line 2. CGI::Cookie 1.20...found Storable 
>>...found Apache::Session 1.53...MISSING
>>
>>
>>FASTCGI dependencies:
>>CGI ...found
>>FCGI ...MISSING
>>CGI::Fast ...MISSING
>>
>>
>>MAILGATE dependencies:
>>HTML::TreeBuilder ...MISSING
>>HTML::FormatText ...MISSING
>>Getopt::Long ...found
>>LWP::UserAgent ...found
>>
>>
>>POSTGRESQL dependencies:
>>DBD::Pg ...found
>>
>>CLI dependencies:
>>Getopt::Long 2.24...found
>>
>>
>>CORE dependencies:
>>Digest::MD5 2.27...MISSING
>>	Digest::MD5 version 2.27 required--this is only version
>>2.20 at (eval 29) line 2. DBI 1.37...MISSING DBI version 1.37 
>>required--this is only version 1.32 at (eval 30) line 2. 
>>Test::Inline ...MISSING Class::ReturnValue 0.40...MISSING 
>>DBIx::SearchBuilder 0.92...MISSING Text::Template ...MISSING 
>>File::Spec 0.8...found HTML::Entities ...found Net::Domain 
>>...found Log::Dispatch 2.0...MISSING Locale::Maketext 1.06...MISSING
>>   Locale::Maketext version 1.06 required--this is only 
>>version 1.03 at (eval 39) line 2. Locale::Maketext::Lexicon 
>>0.25...MISSING Locale::Maketext::Fuzzy ...MISSING MIME::Entity 
>>5.108...MISSING Mail::Mailer 1.57...MISSING Net::SMTP ...found 
>>Text::Wrapper ...MISSING Time::ParseDate ...MISSING File::Temp 
>>...found Term::ReadKey ...MISSING Text::Autoformat ...MISSING 
>>Text::Quoted ...MISSING
>>
>>DEV dependencies:
>>
>>Regexp::Common ...MISSING
>>Time::HiRes ...MISSING
>>Test::Inline ...MISSING
>>WWW::Mechanize ...MISSING
>>
>>
>>I'm about to update all perl modules.  Is it better to update
>>using the CPAN or installing individually using tar?
>>
>>
>>---rommie
>>
>>
>>    
>>
>>>This is still on your rh9 distro? I will try to walk through
>>>      
>>>
>>this with
>>    
>>
>>>you. Do a fresh install of rh9, then run up2date and make
>>>      
>>>
>>sure you are
>>    
>>
>>>current on everything, kernel as well. I will locate a box
>>>      
>>>
>>here that I
>>    
>>
>>>can do the same with and we will walk through the installation of
>>>3.0.5.
>>>
>>>Michael
>>>
>>>-----Original Message-----
>>>From: request_tracker at acerhomes.com
>>>[mailto:request_tracker at acerhomes.com]
>>>Posted At: Thursday, September 18, 2003 10:44 AM
>>>Posted To: RT
>>>Conversation: [rt-users] Good Instruction for RT3 + Apache2 
>>>      
>>>
>>+ FastCGI
>>    
>>
>>>+ MYSQL
>>>Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI +
>>>MYSQL
>>>
>>>Hey Guys!
>>>
>>>Im frustrated already.  I can't make my RT3 installation work for
>>>Apache 1.3 + mod_perl1 (my precious 5 days already wasted). Since I 
>>>don't get answer on my problem with Apache-Mason ("Bareword 
>>>      
>>>
>>'REDIRECT'
>>    
>>
>>>error...), I will push through to use Apache2 + FastCGI.
>>>
>>>I need instruction on how to install everything (except MYSQL).  I
>>>will try I hope it works....
>>>
>>>
>>>--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 _______________________________________________
>>>rt-users mailing list
>>>rt-users at lists.fsck.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
>
>
>  
>



_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 rchartier at viaconsultants.com  Tue Sep 23 10:42:44 2003
From: rchartier at viaconsultants.com (Rejean Chartier)
Date: Tue, 23 Sep 2003 10:42:44 -0400
Subject: [rt-users] Requestor name
Message-ID: <001201c381e0$fe81e950$643da8c0@headoffice.viaconsultants.com>

Hi All
 
I would like to be able to show Requestors Real Names and Organization after
the email
addresses. Is this possible? 
 
 
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

 <mailto:rchartier at viaconsultants.com> rchartier at viaconsultants.com

 

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From rchartier at viaconsultants.com  Tue Sep 23 10:55:02 2003
From: rchartier at viaconsultants.com (Rejean Chartier)
Date: Tue, 23 Sep 2003 10:55:02 -0400
Subject: [rt-users] Search criteria
Message-ID: <001901c381e2$bca1faf0$643da8c0@headoffice.viaconsultants.com>

I would like to be able to sort the ticket by organization (customer). Is
this possible? 
Has anyone had doing something similar?
 
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

 <mailto:rchartier at viaconsultants.com> rchartier at viaconsultants.com

 

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From mikep at uclink.berkeley.edu  Tue Sep 23 11:17:59 2003
From: mikep at uclink.berkeley.edu (Mike Patterson)
Date: Tue, 23 Sep 2003 08:17:59 -0700
Subject: [rt-users] Twist on "User could not be created: Email address
 in use"
In-Reply-To: <20030923140003.30305.83307.Mailman@pallas.eruditorum.org>
References: <20030923140003.30305.83307.Mailman@pallas.eruditorum.org>
Message-ID: <3F706427.5030806@uclink.berkeley.edu>

> Subject: RE: [rt-users] Twist on "User could not be created: Email address in use"
> From: "Senoner Samuel" <Samuel.Senoner at eurac.edu>
> Have you tried to search in the user list by e-mail address or part of
> it?

Yes I've searched by email address.  It still doesn't work for me (and yes I've verified that those emails are in the User table).  I need some kind of workaround (e.g. tips on manipulating directly through mysql).

BTW has a schema for the RT3 tables been documented ( similar to the RT2 schema http://fsck.com/rtfm/article.html?id=158 )?  

Thanks,
Mike




From joseph85750 at yahoo.com  Tue Sep 23 11:30:56 2003
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Tue, 23 Sep 2003 08:30:56 -0700 (PDT)
Subject: [rt-users] Bounced email storms and RT 3.0.4?
In-Reply-To: <1064321561.7309.13.camel@tapestry.home.net>
Message-ID: <20030923153056.59391.qmail@web13111.mail.yahoo.com>

My yahoo mail is getting nuked with the "MS xxx yyy"
messages.  Fortunately I'm not using a virus friendly
OS, so I can just delete.  However, they still take up
a lot of space, when arriving at 3/minute.

My RT is not getting hit, but I simply added some of
those keywords to my SPAM filter program I wrote (I
posted about it last week).  If certain keywords are
matched, the message is dropped before it enters RT.
If you (or anyone) wants a copy, let me know and I'll
send you a copy.


--- Steve Wampler <sbw at tapestry.tucson.az.us> wrote:
> 
> Last night the 'MS security patch' worm finally
> found its way to our RT email address.  RT
> sent out a reply, as expected, but then got
> into a bounced email 'storm' - that single
> instance of the worm resulted in ~200 email
> messages on "RT Bounce:", starting with:
> 
> RT thinks this message may be a bounce
>  
> Has anyone seen this?  Is there something I can
> change in my configuration that would prevent
> so many bounces?
> 
> Thanks!
> 
> -- 
> Steve Wampler <sbw at tapestry.tucson.az.us>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm


=====
"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!?
Yahoo! SiteBuilder - Free, easy-to-use web site design software
http://sitebuilder.yahoo.com


From barry.byrne at wbtsystems.com  Tue Sep 23 11:57:37 2003
From: barry.byrne at wbtsystems.com (Barry Byrne)
Date: Tue, 23 Sep 2003 16:57:37 +0100
Subject: [rt-users] Performance issues - deleting attachments?
Message-ID: <NCBBIAMNAKDKFJIIGNPKCELHNJAA.barry.byrne@wbtsystems.com>

Hi:

Using RT 3.0.4 here and having a lot of performance issues, particularly
where large attachments are included in a transaction. I'm getting
frustrated users who are seing 45 second response times to viewing a ticket
which has multiple attachments (perhaps a few MB in total), as opposed to
three second times for other tickets.


I've added indexes for all fields in the Attachment table except headers and
content, and this appears to have helped matters a little, however it would
seem to my mind, that keeping all email content parts (attachments and body
text) in the one table is very ineffecient, as the entire table needs to be
scanned including potentially many MBs or GBs of attachment data that
doesn't need to shown. Would it not make more sense to move (actual)
attachment to a separate table from non-attachments? Or perhaps even more
usefully, store attachments at file level rather than in the DB. Apologies,
if I'm totally off base with this the frustration levels are high!

In some tickets, I've ended up with the same attachement six or seven times,
since the system ran out of swap during the attachment submission, and
sendmail temp failed the mail, but RT managed to insert the attachment, and
then sendmail tried again a while later - going round in circles!

--
Barry Byrne, IT Manager,
WBT Systems, Block 2, Harcourt Centre
Harcourt Street, Dublin 2, Ireland

Phone:  +353 1 417 0150
Fax:    +353 1 478 5544
Email:  barry.byrne at wbtsystems.com
Web:    www.wbtsystems.com



From barry.byrne at wbtsystems.com  Tue Sep 23 12:05:43 2003
From: barry.byrne at wbtsystems.com (Barry Byrne)
Date: Tue, 23 Sep 2003 17:05:43 +0100
Subject: [rt-users] Performance issues - deleting attachments?
In-Reply-To: <NCBBIAMNAKDKFJIIGNPKCELHNJAA.barry.byrne@wbtsystems.com>
Message-ID: <NCBBIAMNAKDKFJIIGNPKMELHNJAA.barry.byrne@wbtsystems.com>

Apologies for replying to my own message, but I managed to delete my actual
question and send the mail without my main question which was:

Does anyone know how to delete some/all attachments from a ticket. I know RT
doesn't provide a way, but I'd be happy to run the SQL queries to remove
them if I was more confident in what exactly needed to be done? Has anyone
successfully tried this?

 - Thanks,

   Barry
> Hi:
>
> Using RT 3.0.4 here and having a lot of performance issues, particularly
> where large attachments are included in a transaction. I'm getting
> frustrated users who are seing 45 second response times to
> viewing a ticket
> which has multiple attachments (perhaps a few MB in total), as opposed to
> three second times for other tickets.
>
>
> I've added indexes for all fields in the Attachment table except
> headers and
> content, and this appears to have helped matters a little,
> however it would
> seem to my mind, that keeping all email content parts
> (attachments and body
> text) in the one table is very ineffecient, as the entire table
> needs to be
> scanned including potentially many MBs or GBs of attachment data that
> doesn't need to shown. Would it not make more sense to move (actual)
> attachment to a separate table from non-attachments? Or perhaps even more
> usefully, store attachments at file level rather than in the DB.
> Apologies,
> if I'm totally off base with this the frustration levels are high!
>
> In some tickets, I've ended up with the same attachement six or
> seven times,
> since the system ran out of swap during the attachment submission, and
> sendmail temp failed the mail, but RT managed to insert the
> attachment, and
> then sendmail tried again a while later - going round in circles!
>
> --
> Barry Byrne, IT Manager,
> WBT Systems, Block 2, Harcourt Centre
> Harcourt Street, Dublin 2, Ireland
>
> Phone:  +353 1 417 0150
> Fax:    +353 1 478 5544
> Email:  barry.byrne at wbtsystems.com
> Web:    www.wbtsystems.com
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From cubic at acronis.ru  Tue Sep 23 12:26:46 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Tue, 23 Sep 2003 20:26:46 +0400
Subject: [rt-users] Requestor name
In-Reply-To: <001201c381e0$fe81e950$643da8c0@headoffice.viaconsultants.com>
References: <001201c381e0$fe81e950$643da8c0@headoffice.viaconsultants.com>
Message-ID: <3F707446.6020308@acronis.ru>

Try attach ShowPeople.
Put it in /path/to/rt3/local/html/Ticket/Elements/
It'll change people block on ticket's display page.

Try attach TicketRow.
Put it in /path/to/rt3/local/html/Search/Elements/
It'll change requestor appearence in Search results.

Rejean Chartier wrote:

>Hi All
>
> 
>
>I would like to be able to show Requestors Real Names and Organization after the email
>
>addresses. Is this possible? 
>
> 
>
> 
>
>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 <mailto:rchartier at viaconsultants.com>_
>

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From cubic at acronis.ru  Tue Sep 23 12:32:30 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Tue, 23 Sep 2003 20:32:30 +0400
Subject: [rt-users] Deleted tickets re-open
In-Reply-To: <0884A5D9-EDCC-11D7-8944-000393CFE3B8@isrec.unil.ch>
References: <0884A5D9-EDCC-11D7-8944-000393CFE3B8@isrec.unil.ch>
Message-ID: <3F70759E.3060806@acronis.ru>

Vassilios Ioannidis wrote:

> Hi,
>
> I am testing RT 3.0.4 and I noticed something I did not expect.
> Let's assume I delete the ticket [RT#199] (status -> deleted). RT 
> tells me that the status changed from open to deleted. Good.
> However, if an email is sent to RT with [RT#199] in the subject line, 
> the ticket re-appears in RT and all its history is there !
> I thought that deleted meant ... deleted ! Does it mean that deleted 
> tickets still exists in RT ? 

Yes. It's still in RT.
By RT ideology you don't have needs in deleing tickets.

>
>
> The other way I found to reveal deleted tickets is by changing the 
> ticket id directly in the URL:
> http://www.yourdomain.com/Ticket/Display.html?id=199
>
> is this correct ? And if this behavior is correct, is there a way to 
> 'really' delete tickets ? 

There is contribution for this in inet. It was somewhere on this list.

> Thanks,
>
> Vassilios





From mbrletic at visalia.k12.ca.us  Tue Sep 23 13:04:38 2003
From: mbrletic at visalia.k12.ca.us (Mat Brletic)
Date: Tue, 23 Sep 2003 10:04:38 -0700
Subject: [rt-users] RT3 schema diagram
Message-ID: <3F707D26.9000401@visalia.k12.ca.us>

Does anybody know how to get a DB schema diagram for RT3 ? The RT2 
documentation provides a diagram, but I have not seen one for RT3.




From tgerla at outsourcefinancial.com  Tue Sep 23 11:15:20 2003
From: tgerla at outsourcefinancial.com (Tim Gerla)
Date: Tue, 23 Sep 2003 08:15:20 -0700
Subject: [rt-users] Sporatic web attachment corruption
In-Reply-To: <3F6F9968.1040404@yahoo.ca>
References: <1062532446.28821.7.camel@redwall.ofsloans.com> <3F6F9968.1040404@yahoo.ca>
Message-ID: <3F706388.6000108@outsourcefinancial.com>

Yes, I did sort it out. By doing some debugging I learned that the first 
attachment per mod_perl apache process worked fine, but subsequent 
attachments from the same process failed. I solved the problem by 
applying the (possibly incorrect, but working) attached patch.

I'm running Red Hat 9, RT 3.0.4.

Apache server string: Apache/2.0.40 (Red Hat Linux) mod_perl/1.99_07-dev 
Perl/v5.8.0 PHP/4.2.2 mod_python/3.0.1 Python/2.2.2 mod_ssl/2.0.40 
OpenSSL/0.9.7a DAV/2

-Tim

mYK wrote:

>
> Hi Tim,
>
> Did you manage to sort this one out?  I'm having a very similar issue 
> with attachments with my RT 3.0.5 / Redhat 9 / Apache 1.3.28 (w/static 
> mod_perl)
>
>
> Thanks,
> mike
>
>
>
> Tim Gerla wrote:
>
>> I'm running RT 3.0.4 on a Red Hat 9 machine, with stock Apache 2.0.40
>> and mod_perl 1.99_07, and I'm seeing some strange web attachment
>> corruption bugs. It's happening in the base64 encoding of binary
>> attachments. (MS Word, PDF, etc) The file size is increased by a few
>> hundred bytes. I have pasted a section near the end of the same file (a
>> very simple MS Word document), the first attached correctly, and the
>> second, incorrectly.
>>
>
> /snip/
>

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From cubic at acronis.ru  Tue Sep 23 13:13:25 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Tue, 23 Sep 2003 21:13:25 +0400
Subject: [rt-users] RT3 schema diagram
In-Reply-To: <3F707D26.9000401@visalia.k12.ca.us>
References: <3F707D26.9000401@visalia.k12.ca.us>
Message-ID: <3F707F35.7030605@acronis.ru>

Mat Brletic wrote:

> Does anybody know how to get a DB schema diagram for RT3 ? The RT2 
> documentation provides a diagram, but I have not seen one for RT3.
>
>
>
There is no DB schema with relationships for RT3.
It's an FAQ now.

PS. :) You could do it yourself eg in PowerDesigner and share with others.
I can comment some relationships, but have no time and wish to do it myself.



From cubic at acronis.ru  Tue Sep 23 13:14:56 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Tue, 23 Sep 2003 21:14:56 +0400
Subject: [rt-users] Performance issues - deleting attachments?
In-Reply-To: <NCBBIAMNAKDKFJIIGNPKMELHNJAA.barry.byrne@wbtsystems.com>
References: <NCBBIAMNAKDKFJIIGNPKMELHNJAA.barry.byrne@wbtsystems.com>
Message-ID: <3F707F90.1040502@acronis.ru>

WARNING: I have NOT deleted any attachments in my DB.

As I understand it would be OK if you just delete record in Attachments, 
but only for real files.
If you are going to do it then check next:
1) Attachments.Filename > ''
2) Noone other row in Attachments have Parent = 
id_of_record_you_want_to_delete.

How to find all attachments for Ticket in DB:
select a.TransactionId, a.id as AttachmentId, a.Parent, a.Subject, 
a.Filename, a.ContentType from Attachments a, Transactions t, Tickets ti 
where t.id = a.TransactionId and t.Ticket = ti.id and ti.id = <ticket_id>;

    Good luck. Ruslan.

Barry Byrne wrote:

>Apologies for replying to my own message, but I managed to delete my actual
>question and send the mail without my main question which was:
>
>Does anyone know how to delete some/all attachments from a ticket. I know RT
>doesn't provide a way, but I'd be happy to run the SQL queries to remove
>them if I was more confident in what exactly needed to be done? Has anyone
>successfully tried this?
>
> - Thanks,
>
>   Barry
>  
>
>>Hi:
>>
>>Using RT 3.0.4 here and having a lot of performance issues, particularly
>>where large attachments are included in a transaction. I'm getting
>>frustrated users who are seing 45 second response times to
>>viewing a ticket
>>which has multiple attachments (perhaps a few MB in total), as opposed to
>>three second times for other tickets.
>>
>>
>>I've added indexes for all fields in the Attachment table except
>>headers and
>>content, and this appears to have helped matters a little,
>>however it would
>>seem to my mind, that keeping all email content parts
>>(attachments and body
>>text) in the one table is very ineffecient, as the entire table
>>needs to be
>>scanned including potentially many MBs or GBs of attachment data that
>>doesn't need to shown. Would it not make more sense to move (actual)
>>attachment to a separate table from non-attachments? Or perhaps even more
>>usefully, store attachments at file level rather than in the DB.
>>Apologies,
>>if I'm totally off base with this the frustration levels are high!
>>
>>In some tickets, I've ended up with the same attachement six or
>>seven times,
>>since the system ran out of swap during the attachment submission, and
>>sendmail temp failed the mail, but RT managed to insert the
>>attachment, and
>>then sendmail tried again a while later - going round in circles!
>>
>>    
>>




From jim.rowan at starcore-dsp.com  Tue Sep 23 13:24:45 2003
From: jim.rowan at starcore-dsp.com (Jim Rowan)
Date: Tue, 23 Sep 2003 12:24:45 -0500
Subject: [rt-users] RT3 schema diagram
Message-ID: <FA5264FF6C742D42B309ED672B5E7E1E399B4C@ausexm1>

However, the schema for RT3 is pretty similar to that for RT2.  Take a
look at the RT2 version; it may be close enough for your purposes -- it
was for mine!




From mbrletic at visalia.k12.ca.us  Tue Sep 23 14:18:53 2003
From: mbrletic at visalia.k12.ca.us (Mat Brletic)
Date: Tue, 23 Sep 2003 11:18:53 -0700
Subject: [rt-users] Data Vision Reports
Message-ID: <3F708E8D.7060207@visalia.k12.ca.us>

Has anyone used the DataVision reports application with RT3 to provide 
custom reports ? If so, I would be interested in knowing how well it is 
working for you.



From kirkm at messagegate.com  Tue Sep 23 16:56:25 2003
From: kirkm at messagegate.com (Kirk Moore)
Date: Tue, 23 Sep 2003 13:56:25 -0700
Subject: [rt-users] Help.....
Message-ID: <62A29338972397468405C79C4FE13C3B20C7BE@ex1.messagegate.local>

[Tue Sep 23 13:24:27 2003] [error] Can't locate
Locale/Maketext/Lexicon.pm in @INC (@INC contains: /opt/rt3/local/lib
/opt/rt3/lib
/usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi/Apache2
/usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0
/usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at
/opt/rt3/lib/RT/I18N.pm line 34.!BEGIN failed--compilation aborted at
/opt/rt3/lib/RT/I18N.pm line 34.!Compilation failed in require at
/opt/rt3/lib/RT.pm line 29.!BEGIN failed--compilation aborted at
/opt/rt3/lib/RT.pm line

 

We are receiving the above error, is there anyone that can point us in
the right direction? We are on RedHat 9.0 with the latest updates.

 

 

--

Kirk Moore

 

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From kirkm at messagegate.com  Tue Sep 23 18:15:24 2003
From: kirkm at messagegate.com (Kirk Moore)
Date: Tue, 23 Sep 2003 15:15:24 -0700
Subject: [rt-users] Help.....
Message-ID: <62A29338972397468405C79C4FE13C3B20C7BF@ex1.messagegate.local>

Never mind. We figured it out. We now have it up and running on RH 9.0
so far it looks good.

 

 

--

Kirk Moore

 

-----Original Message-----
From: Kirk Moore 
Sent: Tuesday, September 23, 2003 1:56 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Help.....

 

[Tue Sep 23 13:24:27 2003] [error] Can't locate
Locale/Maketext/Lexicon.pm in @INC (@INC contains: /opt/rt3/local/lib
/opt/rt3/lib
/usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi/Apache2
/usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0
/usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at
/opt/rt3/lib/RT/I18N.pm line 34.!BEGIN failed--compilation aborted at
/opt/rt3/lib/RT/I18N.pm line 34.!Compilation failed in require at
/opt/rt3/lib/RT.pm line 29.!BEGIN failed--compilation aborted at
/opt/rt3/lib/RT.pm line

 

We are receiving the above error, is there anyone that can point us in
the right direction? We are on RedHat 9.0 with the latest updates.

 

 

--

Kirk Moore

 

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From rirving at onecall.net  Tue Sep 23 19:01:47 2003
From: rirving at onecall.net (Richard Irving)
Date: Tue, 23 Sep 2003 18:01:47 -0500
Subject: [rt-users] Help.....
In-Reply-To: <62A29338972397468405C79C4FE13C3B20C7BF@ex1.messagegate.local>
References: <62A29338972397468405C79C4FE13C3B20C7BF@ex1.messagegate.local>
Message-ID: <3F70D0DB.5020601@onecall.net>

For heavens sake, if you have a RH9 working without
flaw...

  Give us recreateable versions and configs !

  :)



Kirk Moore wrote:

> Never mind. We figured it out. We now have it up and running on RH 9.0 
> so far it looks good.
> 
>  
> 
>  
> 
> --
> 
> Kirk Moore
> 
>  
> 
> -----Original Message-----
> From: Kirk Moore
> Sent: Tuesday, September 23, 2003 1:56 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Help.....
> 
>  
> 
> [Tue Sep 23 13:24:27 2003] [error] Can't locate 
> Locale/Maketext/Lexicon.pm in @INC (@INC contains: /opt/rt3/local/lib 
> /opt/rt3/lib 
> /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi/Apache2 
> /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 
> /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi 
> /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl 
> /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi 
> /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at 
> /opt/rt3/lib/RT/I18N.pm line 34.!BEGIN failed--compilation aborted at 
> /opt/rt3/lib/RT/I18N.pm line 34.!Compilation failed in require at 
> /opt/rt3/lib/RT.pm line 29.!BEGIN failed--compilation aborted at 
> /opt/rt3/lib/RT.pm line
> 
>  
> 
> We are receiving the above error, is there anyone that can point us in 
> the right direction? We are on RedHat 9.0 with the latest updates.
> 
>  
> 
>  
> 
> --
> 
> Kirk Moore
> 
>  
> 



From paul_grondahl at yahoo.com  Tue Sep 23 19:04:56 2003
From: paul_grondahl at yahoo.com (Paul Grondahl)
Date: Tue, 23 Sep 2003 16:04:56 -0700 (PDT)
Subject: [rt-users] message body not visible in rt
Message-ID: <20030923230456.96927.qmail@web11307.mail.yahoo.com>

hey all,

i've noticed that on some of the tickets which are automatically
created via mailgate, the message body is not visible through the web
interface. only the header info is visible. however, the body is
displayed when you click download. any ideas why?

redhat 7.3
apache 1.3.27
mod_perl 1.28
perl 5.8
mysql 4.0.13

thanks a bunch.

paul

__________________________________
Do you Yahoo!?
Yahoo! SiteBuilder - Free, easy-to-use web site design software
http://sitebuilder.yahoo.com


From paul_grondahl at yahoo.com  Tue Sep 23 19:18:23 2003
From: paul_grondahl at yahoo.com (Paul Grondahl)
Date: Tue, 23 Sep 2003 16:18:23 -0700 (PDT)
Subject: [rt-users] message body not visible in rt -  #2
Message-ID: <20030923231823.48897.qmail@web11304.mail.yahoo.com>

...i forgot to add that i'm running rt 3.0.5  

thx, paul


--- Paul Grondahl <paul_grondahl at yahoo.com> wrote:
> Date: Tue, 23 Sep 2003 16:04:56 -0700 (PDT)
> From: Paul Grondahl <paul_grondahl at yahoo.com>
> Subject: message body not visible in rt
> To: rt-users at lists.fsck.com
> 
> hey all,
> 
> i've noticed that on some of the tickets which are automatically
> created via mailgate, the message body is not visible through the web
> interface. only the header info is visible. however, the body is
> displayed when you click download. any ideas why?
> 
> redhat 7.3
> apache 1.3.27
> mod_perl 1.28
> perl 5.8
> mysql 4.0.13
> 
> thanks a bunch.
> 
> paul
> 
> __________________________________
> Do you Yahoo!?
> Yahoo! SiteBuilder - Free, easy-to-use web site design software
> http://sitebuilder.yahoo.com
> 


__________________________________
Do you Yahoo!?
Yahoo! SiteBuilder - Free, easy-to-use web site design software
http://sitebuilder.yahoo.com


From kirkm at messagegate.com  Tue Sep 23 19:41:57 2003
From: kirkm at messagegate.com (Kirk Moore)
Date: Tue, 23 Sep 2003 16:41:57 -0700
Subject: [rt-users] Help.....
Message-ID: <62A29338972397468405C79C4FE13C3B20D51E@ex1.messagegate.local>

What I did was as follows....

1) Installed RH 9.0 
2) Upgraded the installation with all the latest updates
3) followed README in the RT root directory

The real issues that we have now:

1) index.html is not appending
2) clicking on the queues on the main screen after logging in brings the
following error:

	System error

error:  Assertion flags == 0 failed: file "Storable.xs", line 2336 at
../../lib/Storable.pm (autosplit into
../../lib/auto/Storable/_freeze.al) line 282.

Stack:
[../../lib/Storable.pm (autosplit into
../../lib/auto/Storable/_freeze.al):282]
[../../lib/Storable.pm (autosplit into
../../lib/auto/Storable/nfreeze.al):270]
[/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm:21]
[/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:507]
[/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:462]
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:1068], at
/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm line
21
 
context:  ...   
187:  # whether they should generate a full stack trace (confess() and
cluck()) 
188:  # or simply report the caller's package (croak() and carp()),
respectively. 
189:  # confess() and croak() die, carp() and cluck() warn. 
190:   
191:  sub croak { die shortmess @_ } 
192:  sub confess { die longmess @_ } 
193:  sub carp { warn shortmess @_ } 
194:  sub cluck { warn longmess @_ } 
195:   
...   
 
code stack:  /usr/lib/perl5/5.8.0/Carp.pm:191
g ../../lib/Storable.pm (autosplit into
../../lib/auto/Storable/logcroak.al):66
g ../../lib/Storable.pm (autosplit into
../../lib/auto/Storable/_freeze.al):283
g ../../lib/Storable.pm (autosplit into
../../lib/auto/Storable/nfreeze.al):270
g /usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm:21
g /usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:507
g /usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:462
g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:1068
g  

This error, and the index.html error are the only two that we have seen.
I hope this helps you. If you have any other questions, let me know.

--
Kirk Moore

-----Original Message-----
From: Richard Irving [mailto:rirving at onecall.net] 
Sent: Tuesday, September 23, 2003 4:02 PM
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Help.....

For heavens sake, if you have a RH9 working without
flaw...

  Give us recreateable versions and configs !

  :)



Kirk Moore wrote:

> Never mind. We figured it out. We now have it up and running on RH 9.0

> so far it looks good.
> 
>  
> 
>  
> 
> --
> 
> Kirk Moore
> 
>  
> 
> -----Original Message-----
> From: Kirk Moore
> Sent: Tuesday, September 23, 2003 1:56 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Help.....
> 
>  
> 
> [Tue Sep 23 13:24:27 2003] [error] Can't locate 
> Locale/Maketext/Lexicon.pm in @INC (@INC contains: /opt/rt3/local/lib 
> /opt/rt3/lib 
> /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi/Apache2 
> /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 
> /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi 
> /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl 
> /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi 
> /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at 
> /opt/rt3/lib/RT/I18N.pm line 34.!BEGIN failed--compilation aborted at 
> /opt/rt3/lib/RT/I18N.pm line 34.!Compilation failed in require at 
> /opt/rt3/lib/RT.pm line 29.!BEGIN failed--compilation aborted at 
> /opt/rt3/lib/RT.pm line
> 
>  
> 
> We are receiving the above error, is there anyone that can point us in

> the right direction? We are on RedHat 9.0 with the latest updates.
> 
>  
> 
>  
> 
> --
> 
> Kirk Moore
> 
>  
> 

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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  Tue Sep 23 19:52:21 2003
From: ahorn at deorth.org (Alan Horn)
Date: Tue, 23 Sep 2003 16:52:21 -0700 (PDT)
Subject: [rt-users] NotifyCcs action ?
Message-ID: <Pine.NEB.4.44.0309231347180.4828-100000@slick.sigje.org>

Has anyone created a NotifyCcs action for RT 2.0.15
(it has NotifyAdminCcs and NotifyAllWatchers, but not notify CC only)

OR if not, could someone point me to the chunk of code I would need to
modify to achieve this ?

Cheers,

Al






From request_tracker at acerhomes.com  Wed Sep 24 05:15:22 2003
From: request_tracker at acerhomes.com (Rommie)
Date: Wed, 24 Sep 2003 09:15:22 -0000 (UTC)
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
In-Reply-To: <00e501c381de$0c611e40$23fada89@ttipennington>
References: <2970.177.177.177.222.1064330480.squirrel@_default_>
        <00e501c381de$0c611e40$23fada89@ttipennington>
Message-ID: <2376.177.177.177.222.1064394922.squirrel@_default_>

httpd-2.0.40-21.5 and all other installed RPMs I posted already on my
previous messages under this thread.


---romie

> Which version of Apache2 did u use?
>
> Thanks,
> Bryan
> -----Original Message-----
> From: Rommie [mailto:request_tracker at acerhomes.com]
> Sent: Tuesday, September 23, 2003 10:21 AM
> To: rt-users at lists.fsck.com
> Cc: RT at InterCept.Net; bpennington at trevorn.com;
> bzammit at systemsaligned.com
> Subject: RE: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI +
> MYSQL
>
> I just want to post these solutions (I got from different mailing lists)
> I
> encoutered during my installation.
>
> -------------------------------
> FastCGI + Apache2
>
> Since I used Apache2 RPM, you need to change the Makefile of FastCGI
> from
> tarball before you compile.
>
> top_dir      = /usr/lib/httpd
> INCLUDES=-I/usr/include/httpd
>
> --------------------------------
> Digest::MD5
>
> Checking if your kit is complete...
>> Looks good
>> Writing Makefile for Digest::MD5
>> Makefile:83: *** missing separator.  Stop.
>>   /usr/bin/make  -- NOT OK
>
> Before using the perl shell, run the following commands as root:
>
> # cd /etc/sysconfig
> # cp i18n i18n-orig
> # sed 's/LANG=.*/LANG="en_US"/' i18n-orig > i18n
> # . i18n
>
> ----------------------------------
> I hope this will help..
>
>
> ---rommie
>
>> This is still on your rh9 distro? I will try to walk through this with
>> you. Do a fresh install of rh9, then run up2date and make sure you are
>> current on everything, kernel as well. I will locate a box here that I
>> can do the same with and we will walk through the installation of
> 3.0.5.
>>
>> Michael
>>
>> -----Original Message-----
>> From: request_tracker at acerhomes.com
>> [mailto:request_tracker at acerhomes.com]
>> Posted At: Thursday, September 18, 2003 10:44 AM
>> Posted To: RT
>> Conversation: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI
> +
>> MYSQL
>> Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI +
> MYSQL
>>
>> Hey Guys!
>>
>> Im frustrated already.  I can't make my RT3 installation work for
> Apache
>> 1.3 + mod_perl1 (my precious 5 days already wasted). Since I don't get
>> answer on my problem with Apache-Mason ("Bareword 'REDIRECT'
> error...),
>> I
>> will push through to use Apache2 + FastCGI.
>>
>> I need instruction on how to install everything (except MYSQL).  I
> will
>> try I hope it works....
>>
>>
>> --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


---rommie




From request_tracker at acerhomes.com  Wed Sep 24 05:23:54 2003
From: request_tracker at acerhomes.com (Rommie)
Date: Wed, 24 Sep 2003 09:23:54 -0000 (UTC)
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
In-Reply-To: <BAY8-F451f1Lgki9BGc000035bc@hotmail.com>
References: <BAY8-F451f1Lgki9BGc000035bc@hotmail.com>
Message-ID: <2451.177.177.177.222.1064395434.squirrel@_default_>

Hi Ada!

Please read my previous postings under this thread. That might help you.

---romie


> Dear All,
>
> I am new in RT and even perl and linux. Hoping that someone won't mind
> answering my question (even it may seems stupid question to you).
>
> I'm  trying to install RT 3.0.5 with the default settings in RH9. Appche
> and  mysql are default.  I try to install the perl module with the CPAN
> provided  but some still missing.
>
> [root at riclinux rt-3-0-5]# perl sbin/rt-test-dependencies \--with-mysql
> --with-modperl1
> perl:
>         5.8.0...found
> MASON dependencies:
>         Params::Validate 0.02...found
>         Cache::Cache ...found
>         Exception::Class ...found
>         HTML::Mason 1.16...found
>         MLDBM ...found
>         Errno ...found
>         FreezeThaw ...found
>         Digest::MD5 2.27...MISSING
>                 Digest::MD5 version 2.27 required--this is only version
> 2.20
> at (eval 32) line 2.
>         CGI::Cookie 1.20...found
>         Storable ...found
>         Apache::Session 1.53...found
> MAILGATE dependencies:
>         HTML::TreeBuilder ...found
>         HTML::FormatText ...found
>         Getopt::Long ...found
>         LWP::UserAgent ...found
> MODPERL1 dependencies:
>         CGI ...found
>         Apache::Request ...MISSING
>         Apache::DBI 0.92...found
> CLI dependencies:
>         Getopt::Long 2.24...found
> CORE dependencies:
>         Digest::MD5 2.27...MISSING
>                 Digest::MD5 version 2.27 required--this is only version
> 2.20
> at (eval 48) line 2.
>         DBI 1.37...found
>         Test::Inline ...found
>         Class::ReturnValue 0.40...found
>         DBIx::SearchBuilder 0.92...found
>         Text::Template ...found
>         File::Spec 0.8...found
>         HTML::Entities ...found
>         Net::Domain ...found
>         Log::Dispatch 2.0...MISSING
>         Locale::Maketext 1.06...found
>         Locale::Maketext::Lexicon 0.25...found
>         Locale::Maketext::Fuzzy ...found
>         MIME::Entity 5.108...found
>         Mail::Mailer 1.57...found
>         Net::SMTP ...found
>         Text::Wrapper ...found
>         Time::ParseDate ...found
>         File::Temp ...found
>         Term::ReadKey ...found
>         Text::Autoformat ...found
>         Text::Quoted ...found
> DEV dependencies:
>         Regexp::Common ...found
>         Time::HiRes ...found
>         Test::Inline ...found
>         WWW::Mechanize ...found
> MYSQL dependencies:
>         DBD::mysql 2.1018...found
>
>
> So,  i try this one
> [root at riclinux rt-3-0-5]# perl -MCPAN -e 'install
> Apache::Request::Install' and it give me the result follows:
>
>
>   CPAN.pm: Going to build J/JO/JOESUF/libapreq-1.2.tar.gz
>
> mod_perl 1.x ( < 1.99) is required at Makefile.PL line 29.
> BEGIN failed--compilation aborted at Makefile.PL line 31.
> Running make test
>   Make had some problems, maybe interrupted? Won't test
> Running make install
>   Make had some problems, maybe interrupted? Won't install
> [root at riclinux rt-3-0-5]#
>
> How should I install those modules? using tar?
> and what actually is the difference between modperl1, modperl2 and
> fasstcgi?
>
> Thanks in advance for giving me some help.
>
> Best Regards,
> Ada Hui
>
> _________________________________________________________________
> No masks required! Use MSN Messenger to chat with friends and family.
> http://go.msnserver.com/HK/25382.asp
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


---rommie




From contact at realcarbonneau.com  Tue Sep 23 23:44:12 2003
From: contact at realcarbonneau.com (Real Carbonneau)
Date: Tue, 23 Sep 2003 23:44:12 -0400
Subject: [rt-users] Sporatic web attachment corruption
In-Reply-To: <00bc01c38172$f4cd0e80$6401a8c0@main>
Message-ID: <01ac01c3824e$216430a0$6401a8c0@main>

I did an export LANG=C and then an httpd restart and the problem seems to be
corrected, but since it is a sporadic problem, it is difficult to confirm.

Real

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Real Carbonneau
Sent: Monday, September 22, 2003 9:35 PM
To: rt-users at lists.fsck.com
Subject: RE: [rt-users] Sporatic web attachment corruption

We have had the same thing but it seems that in two cases the corruption
occurred from two different corporate networks that probably have proxy
servers in between them and the internet RT server.

When I try to replicate from a direct internet connection the attachments
are ok.

This may be because of sporadic corruptions or related to proxy servers...

RT 3.0.5
RH9
Apache 1.3.28 Static Compiled 
mod_perl-1.28


Real

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Jesse Vincent
Sent: Monday, September 22, 2003 8:58 PM
To: mYK
Cc: Tim Gerla; rt-users at lists.fsck.com
Subject: Re: [rt-users] Sporatic web attachment corruption

I received a report today that this is due to RedHat's perl build having
its' locale set funny at build time. if you export LANG=C before
starting RT, it should clear up.


On Mon, Sep 22, 2003 at 05:52:56PM -0700, mYK wrote:
> 
> Hi Tim,
> 
> Did you manage to sort this one out?  I'm having a very similar issue 
> with attachments with my RT 3.0.5 / Redhat 9 / Apache 1.3.28 (w/static 
> mod_perl)
> 
> 
> Thanks,
> mike
> 
> 
> 
> Tim Gerla wrote:
> >I'm running RT 3.0.4 on a Red Hat 9 machine, with stock Apache 2.0.40
> >and mod_perl 1.99_07, and I'm seeing some strange web attachment
> >corruption bugs. It's happening in the base64 encoding of binary
> >attachments. (MS Word, PDF, etc) The file size is increased by a few
> >hundred bytes. I have pasted a section near the end of the same file (a
> >very simple MS Word document), the first attached correctly, and the
> >second, incorrectly.
> >
> 
> /snip/
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

-- 
http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

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



_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 rchartier at viaconsultants.com  Tue Sep 23 10:42:44 2003
From: rchartier at viaconsultants.com (Rejean Chartier)
Date: Tue, 23 Sep 2003 10:42:44 -0400
Subject: [rt-users] Requestor name
Message-ID: <001201c381e0$fe81e950$643da8c0@headoffice.viaconsultants.com>

Hi All
 
I would like to be able to show Requestors Real Names and Organization after
the email
addresses. Is this possible? 
 
 
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

 <mailto:rchartier at viaconsultants.com> rchartier at viaconsultants.com

 

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From cubic at acronis.ru  Wed Sep 24 05:18:07 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 24 Sep 2003 13:18:07 +0400
Subject: [rt-users] message body not visible in rt
In-Reply-To: <20030923230456.96927.qmail@web11307.mail.yahoo.com>
References: <20030923230456.96927.qmail@web11307.mail.yahoo.com>
Message-ID: <3F71614F.7010704@acronis.ru>

MaxInlineMessage configuration directive.
It's limit message size that would be inlined in history.
Also html messages never displays.
    Good luck. Ruslan.
Paul Grondahl wrote:

>hey all,
>
>i've noticed that on some of the tickets which are automatically
>created via mailgate, the message body is not visible through the web
>interface. only the header info is visible. however, the body is
>displayed when you click download. any ideas why?
>
>redhat 7.3
>apache 1.3.27
>mod_perl 1.28
>perl 5.8
>mysql 4.0.13
>
>thanks a bunch.
>
>paul
>
>  
>




From cubic at acronis.ru  Wed Sep 24 05:28:25 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 24 Sep 2003 13:28:25 +0400
Subject: [rt-users] NotifyCcs action ?
In-Reply-To: <Pine.NEB.4.44.0309231347180.4828-100000@slick.sigje.org>
References: <Pine.NEB.4.44.0309231347180.4828-100000@slick.sigje.org>
Message-ID: <3F7163B9.3020008@acronis.ru>

You don't need anything to write. You only have to do insert into db.
Look at
select id, Name, ExecModule, Argument from ScripActions order by ExecModule;

Then use next insert:
insert into ScripActions set Name = 'Notify Ccs', Description = '', 
ExecModule = 'Notify', Argument = 'Cc', Creator = 0, Created = now(), 
LastUpdatedBy = 0, LastUpdated = now();

    Good luck. Ruslan.

Alan Horn wrote:

>Has anyone created a NotifyCcs action for RT 2.0.15
>(it has NotifyAdminCcs and NotifyAllWatchers, but not notify CC only)
>
>OR if not, could someone point me to the chunk of code I would need to
>modify to achieve this ?
>
>Cheers,
>
>Al
>  
>




From barry.byrne at wbtsystems.com  Wed Sep 24 05:40:29 2003
From: barry.byrne at wbtsystems.com (Barry Byrne)
Date: Wed, 24 Sep 2003 10:40:29 +0100
Subject: [rt-users] Performance issues - deleting attachments?
In-Reply-To: <3F707F90.1040502@acronis.ru>
Message-ID: <NCBBIAMNAKDKFJIIGNPKAEAHNKAA.barry.byrne@wbtsystems.com>

Ruslan:

Thanks for your quick response. I've now successfully removed the
attachments and things are a bit more useable. Still feel it might be more
sensible to separte attachment from non attachments in the database.

Cheers,

Barry

--
Barry Byrne, IT Manager,
WBT Systems, Block 2, Harcourt Centre
Harcourt Street, Dublin 2, Ireland

Phone:  +353 1 417 0150
Fax:    +353 1 478 5544
Email:  barry.byrne at wbtsystems.com
Web:    www.wbtsystems.com

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Ruslan U. Zakirov
> Sent: 23 September 2003 18:15
> To: Barry Byrne
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Performance issues - deleting attachments?
>
>
> WARNING: I have NOT deleted any attachments in my DB.
>
> As I understand it would be OK if you just delete record in Attachments,
> but only for real files.
> If you are going to do it then check next:
> 1) Attachments.Filename > ''
> 2) Noone other row in Attachments have Parent =
> id_of_record_you_want_to_delete.
>
> How to find all attachments for Ticket in DB:
> select a.TransactionId, a.id as AttachmentId, a.Parent, a.Subject,
> a.Filename, a.ContentType from Attachments a, Transactions t, Tickets ti
> where t.id = a.TransactionId and t.Ticket = ti.id and ti.id = <ticket_id>;
>
>     Good luck. Ruslan.
>
> Barry Byrne wrote:
>
> >Apologies for replying to my own message, but I managed to
> delete my actual
> >question and send the mail without my main question which was:
> >
> >Does anyone know how to delete some/all attachments from a
> ticket. I know RT
> >doesn't provide a way, but I'd be happy to run the SQL queries to remove
> >them if I was more confident in what exactly needed to be done?
> Has anyone
> >successfully tried this?
> >
> > - Thanks,
> >
> >   Barry
> >
> >
> >>Hi:
> >>
> >>Using RT 3.0.4 here and having a lot of performance issues, particularly
> >>where large attachments are included in a transaction. I'm getting
> >>frustrated users who are seing 45 second response times to
> >>viewing a ticket
> >>which has multiple attachments (perhaps a few MB in total), as
> opposed to
> >>three second times for other tickets.
> >>
> >>
> >>I've added indexes for all fields in the Attachment table except
> >>headers and
> >>content, and this appears to have helped matters a little,
> >>however it would
> >>seem to my mind, that keeping all email content parts
> >>(attachments and body
> >>text) in the one table is very ineffecient, as the entire table
> >>needs to be
> >>scanned including potentially many MBs or GBs of attachment data that
> >>doesn't need to shown. Would it not make more sense to move (actual)
> >>attachment to a separate table from non-attachments? Or perhaps
> even more
> >>usefully, store attachments at file level rather than in the DB.
> >>Apologies,
> >>if I'm totally off base with this the frustration levels are high!
> >>
> >>In some tickets, I've ended up with the same attachement six or
> >>seven times,
> >>since the system ran out of swap during the attachment submission, and
> >>sendmail temp failed the mail, but RT managed to insert the
> >>attachment, and
> >>then sendmail tried again a while later - going round in circles!
> >>
> >>
> >>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 request_tracker at acerhomes.com  Wed Sep 24 13:52:34 2003
From: request_tracker at acerhomes.com (Rommie)
Date: Wed, 24 Sep 2003 17:52:34 -0000 (UTC)
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
In-Reply-To: <2914.177.177.177.222.1064329643.squirrel@_default_>
References: <A8ED8823644C614280ACAC1A4D3E93FB25958B@icptex02.corp.icpt.net>
        <2914.177.177.177.222.1064329643.squirrel@_default_>
Message-ID: <1985.177.177.177.222.1064425954.squirrel@_default_>

I have problem initializing my postgres database when I issue

# make initialize-database

/usr/bin/perl //usr/local/rt/sbin/rt-setup-database --action init --dba
root --prompt-for-dba-password
In order to create a new database and grant RT access to that database,
this script needs to connect to your Pg instance on localhost as root.
Please specify that user's database password below. If the user has no
database
password, just press return.

Password: DBI connect('dbname=template1;host=localhost','root',...)
failed: could not connect to server: Connection refused at
//usr/local/rt/sbin/rt-setup-database line 80
Failed to connect to dbi:Pg:dbname=template1;host=localhost as root: could
not connect to server: Connection refused at
//usr/local/rt/sbin/rt-setup-database line 80, <STDIN> line 1.
make: *** [initialize-database] Error 255

----------------------
I checked the postgres, it seems its working

 2431 pts/0    S      0:00 postgres: stats buffer process
 2432 pts/0    S      0:00 postgres: stats collector process

I checked the mailinglist and I found this entry

>From jesse at bestpractical.com  Wed Jul  2 19:24:56 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 2 Jul 2003 14:24:56 -0400
Subject: [rt-users] make-initialize failure during DBI connect.connection
refused.
In-Reply-To: <3F03197B.6050604 at visalia.k12.ca.us>
References: <3F03197B.6050604 at visalia.k12.ca.us>
Message-ID: <20030702182456.GW12138 at fsck.com>

Perhaps you don't have postgres set to listen to TCP connections?


On Wed, Jul 02, 2003 at 10:42:19AM -0700, Mat Brletic wrote:
> I could use some help.
>
> I am trying to install RT3, but can never get past the make
> initialize-database step. I get the following error:
>
> Password: DBI connect('dbname=template1;host=localhost','postgres',...)
> failed: PQconnectPoll() -- connect() failed: Connection refused at
> //opt/rt3/sbin/rt-set
> up-database line 80
> Failed to connect to dbi:Pg:dbname=template1;host=localhost as postgres:
> PQconnectPoll() -- connect() failed: Connection refused at
> //opt/rt3/sbin/rt-setup-data
> base line 80, <STDIN> line 1.
> make: *** [initialize-database] Error 255
>
> I have Apache 1.2.34 and mod_perl 1.27. Everythings seems ok when I
> check for intalled modules (see below), and I have a valid Postgresql
> user and password defined in the ./configure statement. I can run
> the psql client with no problem. I would appreciate any advice or help
> on this problem.
>
> Thanks,
>
> Mat

-------------------------
Im not sure if we have the same problem. I quite new with postgres, so I
don't know how to check and change this TCP connection.


--rommie



> Guys!
>
> I just finished installing all missing perl modules for FastCGI +
> Postgres (see my previous message) and I used the tarball so I will know
> everything(WHEW!) These are my complete lists for your info.
>
> Param-Validate-0.65			Dave Rolsky
>
> Cache-Cache-1.02			DeWitt Clinton
> 	Error-0.15			Arun Kumar U
> 	Digest-SHA1-2.04		Gisle Aas
> 	IPC-ShareLite-0.09 		Maurice Aubrey
>
> Exception-Class-1.15 			Dave Rolsky
> 	Class-Data-Inheritable-0.02	Michael G Schwern
> 	Devel-StackTrace-1.03 		Dave Rolsky		*
>
> HTML-Mason-1.23 			Dave Rolsky		*
> 	Class-Container-0.10		Ken Williams
> 	Apache-Filter-1.022 		Ken Williams		*
>
>
> FreezeThaw-0.43 			Ilya Zakharevich
> MLDBM-2.01 				Joshua Chamas
> Digest-MD5-2.27 			Gisle Aas
> Apache-Session-1.54 			Jeffrey Baker
> HTML-Tree-3.18 				Sean M. Burke
> 	HTML-Parser-3.31 		Gisle Aas
> 	HTML-Tagset-3.03		Sean M. Burke
>
> HTML-Format-2.03			Sean M. Burke
> 	Font-AFM-1.18 			Gisle Aas
>
> DBI-1.38 				Tim Bunce		*
> Test-Inline-0.15 			Michael G Schwern
> Class-ReturnValue-0.51 			Jesse Vincent
> DBIx-SearchBuilder-0.92 		Jesse Vincent
> Text-Template-1.44 			Mark Jason Dominus
> Log-Dispatch-2.06 			Dave Rolsky
> 	Module-Build-0.20_02		Ken Williams
> 		YAML-0.35 		Brian Ingerson
> 		ExtUtils::ParseXS	Ken Williams
> 		Archive-Tar-1.05	Jos Boumans
>
> Locale-Maketext-1.06 			Sean M. Burke
> 	I18N-LangTags-0.28 		Sean M. Burke
>
> Locale-Maketext-Fuzzy-0.02 		Autrijus Tang
> Locale-Maketext-Lexicon-0.28		Autrijus Tang
> 	Regexp-Common-2.113		Abigail
> Locale-Maketext-Gettext-1.10 		imacat			- mistakenly installed
>
> MIME-tools-6.200_02			Eryq
> MIME-tools-5.411a			Eryq			- i think this one is needed
> 	IO-stringy-2.108 		Eryq
> 	MailTools-1.59 			Mark Overmeer
> 	Unicode-Map-0.112		Martin Schwartz
> 	Unicode-Map8-0.12 		Gisle Aas		- I installed both (I'm not sure which
> one
> is needed)
>
> Text-Wrapper-1.000			Christopher J. Madsen
> Time-modules-2003.0211 			David Muir Sharnoff
> TermReadKey-2.21 			Jonathan Stowe		*
> Text-Autoformat-1.12 			Damian Conway		*
> 	Text-Reform-1.11 		Damian Conway
>
> Text-Quoted-1.2				Simon Cozens
> Time-HiRes-1.51 			Jarkko Hietaniemi
>
> WWW-Mechanize-0.59 			Andy Lester		*
> 	libwww-perl-5.69 		Gisle Aas
> 	IO-Socket-SSL-0.95 		Peter Behroozi
> 		Net_SSLeay.pm-1.25 	Sampo Kellomaki		*
>
> * - I ignored some minor errors.
>
>
> So I end up here on this dependency test.
>
> perl sbin/rt-test-dependencies --with-postgrsql --with-fastcgi
>
> perl:
> 	5.8.0...found
>
>
> MASON dependencies:
> Params::Validate 0.02...found
> Cache::Cache ...found
> Exception::Class ...found
> HTML::Mason 1.16...found
> MLDBM ...found
> Errno ...found
> FreezeThaw ...found
> Digest::MD5 2.27...found
> CGI::Cookie 1.20...found
> Storable ...found
> Apache::Session 1.53...found
>
> FASTCGI dependencies:
> CGI ...found
> FCGI ...found
> CGI::Fast ...found
>
> MAILGATE dependencies:
> HTML::TreeBuilder ...found
> HTML::FormatText ...found
> Getopt::Long ...found
> LWP::UserAgent ...found
>
> POSTGRESQL dependencies:
> DBD::Pg ...found
>
> CLI dependencies:
> Getopt::Long 2.24...found
>
> CORE dependencies:
> Digest::MD5 2.27...found
> DBI 1.37...found
> Test::Inline ...found
> Class::ReturnValue 0.40...found
> DBIx::SearchBuilder 0.92...found
> Text::Template ...found
> File::Spec 0.8...found
> HTML::Entities ...found
> Net::Domain ...found
> Log::Dispatch 2.0...found
> Locale::Maketext 1.06...found
> Locale::Maketext::Lexicon 0.25...found
> Locale::Maketext::Fuzzy ...found
> MIME::Entity 5.108...found
> Mail::Mailer 1.57...found
> Net::SMTP ...found
> Text::Wrapper ...found
> Time::ParseDate ...found
> File::Temp ...found
> Term::ReadKey ...found
> Text::Autoformat ...found
> Text::Quoted ...found
>
> DEV dependencies:
> Regexp::Common ...found
> Time::HiRes ...found
> Test::Inline ...found
> WWW::Mechanize ...found
>
>
> So, I will now work on my postgres database. (Hello! did I miss
> something?)
>
>
>> This is still on your rh9 distro? I will try to walk through this with
>> you. Do a fresh install of rh9, then run up2date and make sure you are
>> current on everything, kernel as well. I will locate a box here that I
>> can do the same with and we will walk through the installation of
>> 3.0.5.
>>
>> Michael
>>
>> -----Original Message-----
>> From: request_tracker at acerhomes.com
>> [mailto:request_tracker at acerhomes.com]
>> Posted At: Thursday, September 18, 2003 10:44 AM
>> Posted To: RT
>> Conversation: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI
>> + MYSQL
>> Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI +
>> MYSQL
>>
>> Hey Guys!
>>
>> Im frustrated already.  I can't make my RT3 installation work for
>> Apache 1.3 + mod_perl1 (my precious 5 days already wasted). Since I
>> don't get answer on my problem with Apache-Mason ("Bareword 'REDIRECT'
>> error...), I
>> will push through to use Apache2 + FastCGI.
>>
>> I need instruction on how to install everything (except MYSQL).  I
>> will try I hope it works....
>>
>>
>> --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
>
>
> ---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


---rommie




From cubic at acronis.ru  Wed Sep 24 05:45:54 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 24 Sep 2003 13:45:54 +0400
Subject: [rt-users] Performance issues - deleting attachments?
In-Reply-To: <NCBBIAMNAKDKFJIIGNPKAEAHNKAA.barry.byrne@wbtsystems.com>
References: <NCBBIAMNAKDKFJIIGNPKAEAHNKAA.barry.byrne@wbtsystems.com>
Message-ID: <3F7167D2.3080106@acronis.ru>

You are a little wrong. There is no attachments and non attachments in RT.
There is MIME Entities and thats all.
        Best regards. Ruslan.

Barry Byrne wrote:

>Ruslan:
>
>Thanks for your quick response. I've now successfully removed the
>attachments and things are a bit more useable. Still feel it might be more
>sensible to separte attachment from non attachments in the database.
>
>Cheers,
>
>Barry
>  
>



From richard at zync.co.uk  Wed Sep 24 07:20:08 2003
From: richard at zync.co.uk (Richard Gration)
Date: Wed, 24 Sep 2003 12:20:08 +0100
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
References: <A8ED8823644C614280ACAC1A4D3E93FB25958B@icptex02.corp.icpt.net>        <2914.177.177.177.222.1064329643.squirrel@_default_> <1985.177.177.177.222.1064425954.squirrel@_default_>
Message-ID: <3F717DE8.8050508@zync.co.uk>

Rommie wrote:
> I have problem initializing my postgres database when I issue
> 
> # make initialize-database
> 
> /usr/bin/perl //usr/local/rt/sbin/rt-setup-database --action init --dba
> root --prompt-for-dba-password
> In order to create a new database and grant RT access to that database,
> this script needs to connect to your Pg instance on localhost as root.
> Please specify that user's database password below. If the user has no
> database
> password, just press return.
> 
> Password: DBI connect('dbname=template1;host=localhost','root',...)
> failed: could not connect to server: Connection refused at
> //usr/local/rt/sbin/rt-setup-database line 80
> Failed to connect to dbi:Pg:dbname=template1;host=localhost as root: could
> not connect to server: Connection refused at
> //usr/local/rt/sbin/rt-setup-database line 80, <STDIN> line 1.
> make: *** [initialize-database] Error 255

<SNIP>

> -------------------------
> Im not sure if we have the same problem. I quite new with postgres, so I
> don't know how to check and change this TCP connection.
> 
> 
> --rommie
> 

If the database is on the same box you are running RT on, then you don't 
need to start postgres with TCP connections enabled, unix sockets will 
do. That said, you can start postgres with the "-i" option to make it 
listen for TCP connections, on port 5432 by default.

I think your problem is more likely to be that the connection is being 
tried as user root, which is the mysql database superuser. The 
postgresql db superuser is "postgres". Somewhere in the RT configure.in 
or Makefile or however it's config'ed, there is an option to specify the 
db superuser. Change it from root to postgres.

HTH
Rick



From marcus at mediaflex.no  Wed Sep 24 10:32:25 2003
From: marcus at mediaflex.no (Marcus Ramberg)
Date: Wed, 24 Sep 2003 16:32:25 +0200
Subject: [rt-users] Attachments with foreign characters in filename
Message-ID: <3F71AAF9.5050108@mediaflex.no>

Hi.

I've noticed that RT3 (all versions I've used including RT 3.0.6RC1) has 
trouble with foreign characters in Attachment filenames. The attachment 
is named (Untitled) instead of the original filename. Is this considered 
a bug or correct behaviour?

Marcus



From derek at csolve.net  Wed Sep 24 10:42:22 2003
From: derek at csolve.net (Derek Buttineau)
Date: Wed, 24 Sep 2003 10:42:22 -0400
Subject: [rt-users] Scrip Question
Message-ID: <3F71AD4E.20406@csolve.net>

Please excuse me if this is a silly or repetitive question, but I'm 
trying to create a scrip that changes the owner to nobody on a ticket if 
a user corresponds back to the ticket..

I have the following setup, but nothing seems to be happening..

Condition: User Defined
Custom Condition:

if (($self->TransactionObj->Type eq "Correspond") and 
($self->TicketObj->OwnerObj->Id != $RT::Nobody->Id)) {
 return(1);
} else {
 return(undef);
}

Action: User Defined
Custom action prep:

    my $retval = undef;
    if ( defined( $self->TicketObj->OwnerObj->id ) ){
        if( $self->TicketObj->OwnerObj->Id != $RT::Nobody->Id ){
        $retval = 1;
        }
    }

Custom action cleanup:

my $retval = undef;
if ($self->TransactionObj->CreatorObj->Id != 
$self->TicketObj->OwnerObj->Id)
{
  $RT::Logger->info("Untake ticket");
  # They don't own the ticket.  Untake it.
  $retval = $self->TicketObj->SetOwner($RT::Nobody->Id);
}
   
return( $retval );

Template: Global template: Blank


Am I missing something?  Please enlighten :)

-- 
Regards,

Derek Buttineau
Internet Systems Administrator
Compu-SOLVE Internet Services




From cubic at acronis.ru  Wed Sep 24 11:36:07 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 24 Sep 2003 19:36:07 +0400
Subject: [rt-users] Scrip Question
In-Reply-To: <3F71AD4E.20406@csolve.net>
References: <3F71AD4E.20406@csolve.net>
Message-ID: <3F71B9E7.5000008@acronis.ru>

Derek Buttineau wrote:

> Please excuse me if this is a silly or repetitive question, but I'm 
> trying to create a scrip that changes the owner to nobody on a ticket 
> if a user corresponds back to the ticket..
>
> I have the following setup, but nothing seems to be happening..
>
> Condition: User Defined
> Custom Condition:
>
> if (($self->TransactionObj->Type eq "Correspond") and 
> ($self->TicketObj->OwnerObj->Id != $RT::Nobody->Id)) {
> return(1);
> } else {
> return(undef);
> }
>
> Action: User Defined
> Custom action prep:

First of all you don't need this 'IF' you have allready checked it in 
condition. Don't you think so?

>
>    my $retval = undef;
>    if ( defined( $self->TicketObj->OwnerObj->id ) ){
>        if( $self->TicketObj->OwnerObj->Id != $RT::Nobody->Id ){
>        $retval = 1;
>        }
>    } 

You don't have return here !
return $retval;

Turn on debug to separate file in RT's config. Each step of user defined 
scrips go through "eval"s and log nay error.

>
>
> Custom action cleanup:
>
> my $retval = undef;
> if ($self->TransactionObj->CreatorObj->Id != 
> $self->TicketObj->OwnerObj->Id)
> {
>  $RT::Logger->info("Untake ticket");
>  # They don't own the ticket.  Untake it.
>  $retval = $self->TicketObj->SetOwner($RT::Nobody->Id);
> }
>   return( $retval );
>
> Template: Global template: Blank

May be better deny to take tickets that were requested by somebody else?

>
>
> Am I missing something?  Please enlighten :)
>




From stefan at kornhuber.com  Wed Sep 24 12:34:12 2003
From: stefan at kornhuber.com (Stefan Kornhuber)
Date: Wed, 24 Sep 2003 18:34:12 +0200
Subject: [rt-users] password encryption in database
Message-ID: <3F71C784.4000601@kornhuber.com>

Hello!

Which methode is applied for encrypting the passwords of the users in 
the database?

Because in my case the user management is centralized with php scripts 
and I want to change the passwords with the centralized user management.

I don't want to use the htaccess methode of an apache server.

thx for infos.

steve



From andy at strugglers.net  Wed Sep 24 12:54:02 2003
From: andy at strugglers.net (Andy Smith)
Date: Wed, 24 Sep 2003 17:54:02 +0100
Subject: [rt-users] AdminCC email's Mail From:
Message-ID: <20030924165402.GC24304@lug.org.uk>

Hello,

Several of my RT 3.0.4 queues have mailing lists as AdminCCs.  I
would like for email to be sent to these lists via RT to have the
mail From: address of the person who corresponded to the ticket.

i.e. if I were to reply to a ticket then the email generated should
have:

From: Andy Smith <andy at strugglers.net>

not:

From: Andy Smith via RT <queuename at rt.example.com>

The emails already have a Reply To: set to be the correspondence
address so that should be OK.

I have seen other installs of RT behave this way so I am sure it is
possible, just can't quite see how it was achieved.  Can anyone give
me a point in the right direction?

I don't mind if this has to be done across the whole RT.

Regards,
Andy


From verneb at sti.net  Wed Sep 24 13:09:31 2003
From: verneb at sti.net (verneb at sti.net)
Date: Wed, 24 Sep 2003 10:09:31 -0700
Subject: [rt-users] Adding Actions on the Ticket Level
Message-ID: <002201c382be$9f030c00$2c627640@verneblaptop>

What files do you have to change to add more actions to the ticket display?
The defaults are open, comment, reply, take, resolve.  I would like to add
more.  I am not a programmer but if you tell me which files the actions are
actually in I can probably duplicate the action and modify it to meet my
needs.  Thanks in advance.

Verne Baxter
Network Technician
Sierra Tel Internet (STI)
verneb at sti.net
http://www.sti.net
+1(559)683-7600 Extension 202



From checkpoint at ozbergs.com  Wed Sep 24 18:32:30 2003
From: checkpoint at ozbergs.com (Stevo)
Date: Wed, 24 Sep 2003 15:32:30 -0700
Subject: [rt-users] How to change the Email From Field??
Message-ID: <07b201c382eb$be487190$0a02010a@renditionnetworks.com>

All,

I'm running RT2 and want to know how to change the From address on emails
send from within RT.

Currently the email header looks like this:

From: Nobody [mailto:nobody at tickets.xxx.com] On Behalf Of Stevo Devo via RT

Where do I make this change??

Thanks

Stevo





From brett.randall at hillsong.com  Mon Sep 22 02:11:02 2003
From: brett.randall at hillsong.com (Brett Randall)
Date: Mon, 22 Sep 2003 16:11:02 +1000
Subject: [rt-users] Creating a ticket with a group as an Admin CC
In-Reply-To: <3F6CC7B4.308@trevorn.com> (Bryan Pennington's message of "Sat,
 20 Sep 2003 16:33:40 -0500")
References: <022301c37f25$9adeb530$8704a8c0@testing>
	<3F6CC7B4.308@trevorn.com>
Message-ID: <schultz.m2zngxz72h.fsf@ipsware.com>

I have a user who wants to create new tickets, and optionally send a
notification of its newness to all people in a group, however it
doesn't look as easy as one would presume. Once a ticket is created,
you can add the group as an Admin CC and they will receive all future
updates, however there appears to be no easy way of adding a group at
creation of a ticket so they receive a notification. Is there
something I'm missing?

Thanks!

Brett.


From ahorn at deorth.org  Thu Sep 25 00:25:46 2003
From: ahorn at deorth.org (Alan Horn)
Date: Wed, 24 Sep 2003 21:25:46 -0700 (PDT)
Subject: [rt-users] Modification to OnOwnerChange ?
Message-ID: <Pine.NEB.4.44.0309242125020.4828-100000@slick.sigje.org>

Reposting as my other address isn't subscribed, so apologies if this comes
through twice, or if the moderator reads this.. ignore the other message
in your moderation queue. :)


-----

I've looked at
http://www.fsck.com/pub/rt/contrib/2.0/OwnerChange/OwnerChange.pm

How would I modify that to only return true when the owner changed from
'Nobody'.

i.e. to setup a condition that gets executed when a ticket is initially
picked up ?

Many thanks in advance for any help :)

Cheers,

Al








From ahorn at deorth.org  Thu Sep 25 00:39:48 2003
From: ahorn at deorth.org (Alan Horn)
Date: Wed, 24 Sep 2003 21:39:48 -0700 (PDT)
Subject: [rt-users] List of methods and objects ?
Message-ID: <Pine.NEB.4.44.0309242138430.4828-100000@slick.sigje.org>

Sorry if this is a FAQ, but is there any complete documented list of RT2
Objects and Methods, other than perldoc'ing and grepping the source tree ?

Cheers,

Al





From justin at internode.com.au  Thu Sep 25 01:41:25 2003
From: justin at internode.com.au (Justin Hawkins)
Date: Thu, 25 Sep 2003 15:11:25 +0930
Subject: [rt-users] postgres slowdowns? (pg 7.3.4, rt 3.0.4)
In-Reply-To: <20030909180551.GC30655@fsck.com>
References: <16221.63808.458894.100638@yertle.int.kciLink.com> <7C19F989-E2E6-11D7-85F7-0003930D3626@genome.chop.edu> <20030909180551.GC30655@fsck.com>
Message-ID: <20030925054125.GB25998@internode.com.au>

On Tue, Sep 09, 2003 at 02:05:51PM -0400, Jesse Vincent wrote:

> On Tue, Sep 09, 2003 at 12:55:58PM -0400, Kevin Murphy wrote:
> > Vivek,
> > 
> > Thanks.  Did I mention that a restart of postgres temporarily solves 
> > the problem?  (Actually, I also restarted Apache at the same time, so I 
> > can't really say which is relevant.)
> > 
> > >> are you by chance running a vacuum on your DB at the same time?
> > 
> > No.   However, ahem, I hadn't actually, er, vacuumed this database 
> > before.   I just did it, and I will make this a cron job.  Note, 
> > however, there was no perceptible improvement in performance after the 
> > 'vacuumdb --analyze rt3'.  Probably because my database is still so 
> > small that full table scans are still practical (and the machine has 
> > 1.5 GB RAM, some of which the OS might use for disk caching?  The 
> > machine is doing other things, but not very often, at the moment -- and 
> > not that I have seen during the slowdowns).
> 
> For kicks, you might want to try reverting to DBIx::SearchBuilder 0.90
> to see if the change which fixed the postgres search-looping problem
> introduced this performance issue.

Hi Jesse,

I too am having performance issues. I tried DBIx::SearchBuilder 0.90
without any benefit.

I turned on statement logging in postgres and narrowed down the
troublesome query. This query occurs each time the frontpage is hit:

SELECT DISTINCT main.*
FROM   Tickets main, 
       Groups Groups_1, 
       Principals Principals_2, 
       CachedGroupMembers CachedGroupMembers_3, 
       Principals Principals_4, 
       Users Users_5
WHERE  ((main.EffectiveId = main.id)) AND ((main.Type = 'ticket'))
  AND  (
        (
         (
          (lower(Users_5.EmailAddress) = '') AND 
          (Groups_1.Domain = 'RT::Ticket-Role') AND 
          (Groups_1.Type = 'Requestor') AND 
          (Principals_2.PrincipalType = 'Group') 
         ) 
        ) AND ( (main.Status = 'new') OR (main.Status = 'open') ) 
       )
  AND     main.id = Groups_1.Instance 
  AND     Groups_1.id = Principals_2.ObjectId 
  AND     Principals_2.id = CachedGroupMembers_3.GroupId 
  AND     CachedGroupMembers_3.MemberId = Principals_4.id  
  AND     Principals_4.ObjectId = Users_5.id
ORDER BY main.Priority DESC LIMIT 10;

Postgres doesn't actually seem to think this is a particularly
stressful query:

Limit  (cost=531.38..531.45 rows=1 width=212)

But it is - execution time is: 47218.74 ms !!!

OK - I've just figured out what it is.... it's sort of my problem,
sort of not my problem :-)

My RT system is peculiar in that it's a test system for development,
with live mail going into it (autoresponses are turned off).

I left it for a week or so without touching it. There are about 2500
tickets in there.

The problem here is that almost all of those are 'New'.

If I alter the above query to say (main.Status = 'open') instead of
'new' OR 'open', the query drops to about 125ms :-)

Now, I'm happy to admit that this is a weird case and wouldn't
normally happen. 2500 open tickets would be a cause for concern I'm
thinking :-)

Still, is it possible that this query can be optimized in some way? Or
is the postgresql query analyser at fault?

At any rate, I'll delete the bulk of my tickets and I expect
performance will be back up to scratch again.

	- Justin


From request_tracker at acerhomes.com  Thu Sep 25 11:16:30 2003
From: request_tracker at acerhomes.com (Rommie)
Date: Thu, 25 Sep 2003 15:16:30 -0000 (UTC)
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
In-Reply-To: <3F717DE8.8050508@zync.co.uk>
References: <A8ED8823644C614280ACAC1A4D3E93FB25958B@icptex02.corp.icpt.net>
        <2914.177.177.177.222.1064329643.squirrel@_default_>
        <1985.177.177.177.222.1064425954.squirrel@_default_>
        <3F717DE8.8050508@zync.co.uk>
Message-ID: <4401.177.177.177.222.1064502990.squirrel@_default_>

Hi Richard!

Thanks for your response.

But I still got the same error. What I did, I changed an entry from
Makefile DB_DBA from root to postgres, so it did change the make
initialize-database
but this was still the message...

/usr/bin/perl //usr/local/rt/sbin/rt-setup-database --action init --dba
postgres --prompt-for-dba-password
In order to create a new database and grant RT access to that database,
this script needs to connect to your Pg instance on localhost as postgres.
Please specify that user's database password below. If the user has no
database
password, just press return.

Password: DBI connect('dbname=template1;host=localhost','postgres',...)
failed: could not connect to server: Connection refused at
//usr/local/rt/sbin/rt-setup-database line 80
Failed to connect to dbi:Pg:dbname=template1;host=localhost as postgres:
could not connect to server: Connection refused at
//usr/local/rt/sbin/rt-setup-database line 80, <STDIN> line 1.
make: *** [initialize-database] Error 255


I checked again postgres and also password..

 1054 ?        S      0:00 postgres: stats buffer process
 1055 ?        S      0:00 postgres: stats collector process


Do you have any other ideas?


--rommie



> Rommie wrote:
>> I have problem initializing my postgres database when I issue
>>
>> # make initialize-database
>>
>> /usr/bin/perl //usr/local/rt/sbin/rt-setup-database --action init
>> --dba root --prompt-for-dba-password
>> In order to create a new database and grant RT access to that
>> database, this script needs to connect to your Pg instance on
>> localhost as root. Please specify that user's database password below.
>> If the user has no database
>> password, just press return.
>>
>> Password: DBI connect('dbname=template1;host=localhost','root',...)
>> failed: could not connect to server: Connection refused at
>> //usr/local/rt/sbin/rt-setup-database line 80
>> Failed to connect to dbi:Pg:dbname=template1;host=localhost as root:
>> could not connect to server: Connection refused at
>> //usr/local/rt/sbin/rt-setup-database line 80, <STDIN> line 1.
>> make: *** [initialize-database] Error 255
>
> <SNIP>
>
>> -------------------------
>> Im not sure if we have the same problem. I quite new with postgres, so
>> I don't know how to check and change this TCP connection.
>>
>>
>> --rommie
>>
>
> If the database is on the same box you are running RT on, then you don't
>  need to start postgres with TCP connections enabled, unix sockets will
> do. That said, you can start postgres with the "-i" option to make it
> listen for TCP connections, on port 5432 by default.
>
> I think your problem is more likely to be that the connection is being
> tried as user root, which is the mysql database superuser. The
> postgresql db superuser is "postgres". Somewhere in the RT configure.in
> or Makefile or however it's config'ed, there is an option to specify the
>  db superuser. Change it from root to postgres.
>
> HTH
> Rick
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 dave at bcs.co.nz  Thu Sep 25 05:36:16 2003
From: dave at bcs.co.nz (Dave Brooks, BCS Systems)
Date: Thu, 25 Sep 2003 21:36:16 +1200
Subject: [rt-users] Permissions on RT Config files
Message-ID: <6.0.0.22.0.20030925212649.025c3de0@www.bcs.co.nz>

Hi,

I've managed to get RT running (Linux, Apache 2, Fastcgi, Perl 5.8, MySQL) 
but had problems with the config files not being able to be read. Following 
install, they had no world permissions (owned by root, rt group).

The '-f' test in RT.pm was finding the file, however the 'require' was 
failing. Setting world read permissions fixed things.

         if ( -f "$SITE_CONFIG_FILE" ) {
                 require "$SITE_CONFIG_FILE"


Can anyone offer an explanation? Apache is running as nobody/nobody.


Thanks,


Dave
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From richard at zync.co.uk  Thu Sep 25 06:13:16 2003
From: richard at zync.co.uk (Richard Gration)
Date: Thu, 25 Sep 2003 11:13:16 +0100
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
References: <A8ED8823644C614280ACAC1A4D3E93FB25958B@icptex02.corp.icpt.net>        <2914.177.177.177.222.1064329643.squirrel@_default_>        <1985.177.177.177.222.1064425954.squirrel@_default_>        <3F717DE8.8050508@zync.co.uk> <4401.177.177.177.222.1064502990.squirrel@_default_>
Message-ID: <3F72BFBC.6060505@zync.co.uk>

Rommie wrote:
> Hi Richard!
> 
> Thanks for your response.
> 
> But I still got the same error. 

<SNIP>


> 
> Do you have any other ideas?
> 

Yeah, have you tried connecting to postgres from the psql client?

At the command line type "psql -U postgres template1". If this gives an 
error then there is no point trying with RT because postmaster isn't 
listening. If this connects alright then at least you know postmaster is 
running OK.

Let me know what happens.

R



From sbe at oleane.net  Thu Sep 25 07:54:23 2003
From: sbe at oleane.net (Stefan Berder)
Date: Thu, 25 Sep 2003 13:54:23 +0200
Subject: [rt-users] WebExternalAuth and Apache authentication
Message-ID: <3F72D76F.1080601@oleane.net>

After harvesting the ML archives, I didn't find any clues about my problem.
Here is the point, I use LDAP to authenticate my users on the apache 
server, and would like RT to consider the user is logged and not 
presenting the logging box.
When i log in by apache, i still have the login prompt from RT ...
The user exists in both ldap and RT with same username and I checked the 
REMOTE_USER that is correct (thx phpinfo()).
I use RT 3.0.5
Here are excerpts from my config :
Apache:
     AddHandler fastcgi-script fcgi
     ScriptAlias /restricted/rt3 /opt/rt3/bin/mason_handler.fcgi/
     Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/

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

Set($WebExternalAuth , 1);

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

Set($WebFallbackToInternalAuth , 1);

Is there anybody around having an idea of what could be the pb, I found 
a similar problem in the archive but no solution and it was talking 
about a rather old version of RT.

-- 
  #=- 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 mikep at uclink.berkeley.edu  Wed Sep 24 12:12:31 2003
From: mikep at uclink.berkeley.edu (Mike Patterson)
Date: Wed, 24 Sep 2003 09:12:31 -0700
Subject: [rt-users] Twist on "User could not be created: Email address
 in use"
In-Reply-To: <8ABC35686C73554691F3481C4023BE5E933382@abz01be.eurac.edu>
References: <8ABC35686C73554691F3481C4023BE5E933382@abz01be.eurac.edu>
Message-ID: <3F71C26F.5070300@uclink.berkeley.edu>

I found a workaround for this situation that I wanted to share.

I have a common problem of trying to transform someone who was 
autocreated by submitting an email into a priveleged user.
The typical fix for this is through WebRT is Configuration:Users:Select 
Users and check the "include disabled users in search", search for their 
email, and then make them a priveleged user.

However in my build this is broken (RT 3.0.3, Apache2.x, FastCGI, Perl 
5.61, RedHat 7.3) and I probably shouldn't whine too much since I 
wandered from the recommended and latest build. :-P

Using MySql I looked in the "Users" table to find the "Id" of my 
autocreated by email user, in this case user I wanted to update had Id=210.
Upon browsing the "Groups" table I discovered that membership in group 
5=unpriveleged and membership in group 4=priveleged.

Now I need to change all of my GroupId=5 to GroupId=4 where MemberId=210 
in both the CachedGroupMembers and GroupMembers tables.

Note: look at the tables before running the update, MemberId=210 had 
quite a few entries including some type of self-group membership 
(GroupId=211). 
So only change 5 to 4, for that MemberId, don't change any other 
GroupId's for that MemberId.

Now that I've made this change, I can go to Configuration:Users:Select 
and select my user and update them with a password, etc... 



From Samuel.Senoner at eurac.edu  Thu Sep 25 08:33:55 2003
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Thu, 25 Sep 2003 14:33:55 +0200
Subject: [rt-users] WebExternalAuth and Apache authentication
Message-ID: <8ABC35686C73554691F3481C4023BE5EF1712C@abz01be.eurac.edu>

I don't know exactly but there is one thing I newer understood (never found it documented somewhere)
Which are the parameters to use in SiteConfig?

And here my clue for you, because my system works.

I use :

Set($WebExternalAuth , 'true');

Try if it works.

Samuel

-----Original Message-----
From: Stefan Berder [mailto:sbe at oleane.net] 
Sent: Thursday,25 September,2003 13:54
To: rt-users at lists.fsck.com

After harvesting the ML archives, I didn't find any clues about my problem.
Here is the point, I use LDAP to authenticate my users on the apache server, and would like RT to consider the user is logged and not presenting the logging box.
When i log in by apache, i still have the login prompt from RT ...
The user exists in both ldap and RT with same username and I checked the REMOTE_USER that is correct (thx phpinfo()).
I use RT 3.0.5
Here are excerpts from my config :
Apache:
     AddHandler fastcgi-script fcgi
     ScriptAlias /restricted/rt3 /opt/rt3/bin/mason_handler.fcgi/
     Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/

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

Set($WebExternalAuth , 1);

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

Set($WebFallbackToInternalAuth , 1);

Is there anybody around having an idea of what could be the pb, I found a similar problem in the archive but no solution and it was talking about a rather old version of RT.

-- 
  #=- 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 -=#

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 huston at astro.princeton.edu  Thu Sep 25 08:13:59 2003
From: huston at astro.princeton.edu (Steve Huston)
Date: Thu, 25 Sep 2003 08:13:59 -0400
Subject: [rt-users] NotifyCC (or the like)
Message-ID: <BE45251D-EF51-11D7-8278-000393B60E0A@astro.princeton.edu>

First, *thank you* for RT.  I feel like I have time to think again :>

However, I do have a couple people at my workplace who wish to see 
everything that goes on in RT, so they know what I'm doing and what's 
to be done.  I have been able to set most of this up so far.  I'll 
explain the setup a bit.  If a user has a problem, they send mail to an 
alias which goes to myself and three other users.  Currently, I 
generate a ticket by either the webform, or bouncing the email in Pine 
to RT.  The other users are setup in RT, and are allowed to see the 
queue, see a ticket, and a few other permissions, but are *not* setup 
as administrators or AdminCCs (I don't want them seeing all the 
comments I may make on tickets, since 90% of it is notes to myself and 
the like).

I'd like to set them up as CCs for the queue, and then I'd have the 
same functionality as the email alias built-in, and I can change the 
alias to point to RT instead.  However, I see one issue, that being the 
CCs will only get correspondence *after* the ticket is created, but 
they'll not see the initial email that created the ticket.

Yes, I could set them up as AdminCCs, however I may want to use that 
functionality in the future for other things, and I don't want these 
people getting mails about every comment I make, so I won't want to 
remove that scrip (On Comment NotifyAdminCCs).

Is there a simple solution?  I want the functionality of a queue CC, 
but ideally would want a scrip that does a "On Create NotifyCC".  
Currently I see no way to notify the CCs without notifying the 
requestor as well, and since the requestor gets an autoreply on ticket 
generation I think that would be too much.  Perhaps a "custom Scrip 
action" is necessary; if so, could someone enlighten me to what it 
would be?

Thanks 1.0*10E6

--
Steve Huston - Unix Systems Admin, Dept. of Astrophysical Sciences
  Princeton University  |     ICBM Address: 40.346525   -74.651285
    126 Peyton Hall     |"On my ship, the Rocinante, wheeling through
  Princeton, NJ   08544 | the galaxies; headed for the heart of Cygnus,
    (609) 258-7375      | headlong into mystery."  -Rush, 'Cygnus X-1'



From m-liebman at northwestern.edu  Thu Sep 25 09:09:05 2003
From: m-liebman at northwestern.edu (Michael S. Liebman)
Date: Thu, 25 Sep 2003 09:09:05 -0400
Subject: [rt-users] Permissions on RT Config files
In-Reply-To: <6.0.0.22.0.20030925212649.025c3de0@www.bcs.co.nz>
References: <6.0.0.22.0.20030925212649.025c3de0@www.bcs.co.nz>
Message-ID: <20030925130905.GA20899@SDF.LONESTAR.ORG>

On Thu, Sep 25, 2003 at 09:36:16PM +1200, Dave Brooks, BCS Systems wrote:
> The '-f' test in RT.pm was finding the file, however the 'require' was 
> failing. Setting world read permissions fixed things.
[snip]
> Can anyone offer an explanation? Apache is running as nobody/nobody.

Did you run ./configure with the --with-web-user and --with-web-group
options? If you don't specify those options, it defaults to the user
and group "www." You may also want to check that all the owners and
groups are set right. Use the --help option for configure to see the
list of everything you can set.

Michael

-- 
Michael S. Liebman                |"I have vision and the rest of the
                                  |world wears bifocals."
m-liebman at northwestern.edu        |-Paul Newman as Butch Cassidy in
                                  |"Butch Cassidy & the Sundance Kid"


From sbe at oleane.net  Thu Sep 25 10:01:29 2003
From: sbe at oleane.net (Stefan Berder)
Date: Thu, 25 Sep 2003 16:01:29 +0200
Subject: [rt-users] WebExternalAuth and Apache authentication
In-Reply-To: <3F72D76F.1080601@oleane.net>
References: <3F72D76F.1080601@oleane.net>
Message-ID: <3F72F539.8030300@oleane.net>

Stefan Berder wrote:
[snip]
> Here are excerpts from my config :
> Apache:
>     AddHandler fastcgi-script fcgi
>     ScriptAlias /restricted/rt3 /opt/rt3/bin/mason_handler.fcgi/
>     Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
[snip]
Okay, after investigating I found the "reason why".
In fact, the ScriptAlias is aiming a path that is outside the auth 
protected area, so in the /opt/rt3 path the REMOTE_USER is no more 
valid. I changed my config to the following and all is ok now :
     AddHandler fastcgi-script fcgi
     ScriptAlias /restricted/rt3 
/var/www/exploit/htdocs/restricted/rt3/mason_handler.fcgi/
     Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
# Global confg for RT
FastCgiConfig -idle-timeout 60 -maxProcesses 20 -maxClassProcesses 10
FastCgiServer /var/www/root/exploit/htdocs/restricted/rt3/mason_handler.fcgi

-- 
  #=- 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 khera at kcilink.com  Thu Sep 25 10:20:16 2003
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 25 Sep 2003 10:20:16 -0400
Subject: [rt-users] postgres slowdowns? (pg 7.3.4, rt 3.0.4)
In-Reply-To: <20030925054125.GB25998@internode.com.au>
References: <16221.63808.458894.100638@yertle.int.kciLink.com>
	<7C19F989-E2E6-11D7-85F7-0003930D3626@genome.chop.edu>
	<20030909180551.GC30655@fsck.com>
	<20030925054125.GB25998@internode.com.au>
Message-ID: <16242.63904.410529.189441@yertle.int.kciLink.com>

>>>>> "JH" == Justin Hawkins <justin at internode.com.au> writes:

JH> Postgres doesn't actually seem to think this is a particularly
JH> stressful query:

JH> Limit  (cost=531.38..531.45 rows=1 width=212)

JH> But it is - execution time is: 47218.74 ms !!!

 [...]

JH> If I alter the above query to say (main.Status = 'open') instead of
JH> 'new' OR 'open', the query drops to about 125ms :-)

Since the quantity of data has changed drastically, have you
re-computed the analyzer stats by running "vacuum analyze" on your
database?  What is the execution plan from postgres for the above
queries (both before and after "analyze")?


From travisll at comfedcu.org  Thu Sep 25 10:43:42 2003
From: travisll at comfedcu.org (Travis Llewellyn)
Date: Thu, 25 Sep 2003 09:43:42 -0500
Subject: [rt-users] RH9, MYSQL 4, mod_perl
Message-ID: <EAE259771F2EC14FA976D89B81BE219704156A@exmail.comfedcu.org>

Just to let everyone know this is my setup that I got working this
morning. I did have to mess with it for several days but I have it down
pat now.

The main problems...

RH9 comes with mysql 3.?????
mod_perl that comes with RH9 is buggy
storable is messed up in RH9
Perl Modules do not compile correctly

Solutions

Install the RPM's for MYSQL 4 from MYSQL's website
Install the mod_perl from here http://www.apache.org/~gozer/mp2/
Upgrade storable from cpan
# cd /etc/sysconfig
# cp i18n i18n-orig
# sed 's/LANG=.*/LANG="en_US"/' i18n-orig > i18n 
# . i18n

This is what I have working at my location right now. 
Feal free to holler if you have any questions.

Travis Llewellyn
Network Administrator
Communication Federal Credit Union
travisll at comfedcu.org
-------
Proverbs 8:13 The fear of the Lord is to hate evil; pride and arrogance
and the evil way, and the perverted mouth, I hate.



From danf at clearnetwork.com  Thu Sep 25 11:03:55 2003
From: danf at clearnetwork.com (Dan Fiorito)
Date: Thu, 25 Sep 2003 11:03:55 -0400
Subject: [rt-users] Help with error
Message-ID: <D35B8D6DF58ABF48BFF6393C1DA5A5BE2C77CB@whippany2.clearnetwork.com>

Can someone help with this error in apache. Not sure on where to start
to fix it.

RT 3.0.5
Apache 1.3.28 modperl statically compiled
Perl 5.8

Thanks

[Wed Sep 24 09:45:02 2003] [error]: Scrip 31 Commit failed:
RT::Ticket::NewValue Unimplemented in RT::Action::UserDefined. ((eval
1945) line 3)
 
Stack:
  [/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm:457]
  [(eval 1945):3]
  [/opt/rt3/lib/RT/ScripAction_Overlay.pm:207]
  [/opt/rt3/lib/RT/Scrip_Overlay.pm:409]
  [/opt/rt3/lib/RT/Scrip_Overlay.pm:344]
  [/opt/rt3/lib/RT/Transaction_Overlay.pm:169]
  [/opt/rt3/lib/RT/Ticket_Overlay.pm:3799]
  [/opt/rt3/lib/RT/Ticket_Overlay.pm:3908]
  [/opt/rt3/lib/RT/Ticket_Overlay.pm:3317]
  [/opt/rt3/lib/RT/Interface/Web.pm:944]
  [/opt/rt3/lib/RT/Interface/Web.pm:1066]
  [/opt/rt3/share/html/RTIR/Incident/BulkReply.html:125]
  [/opt/rt3/share/html/RTIR/autohandler:2]
  [/opt/rt3/share/html/autohandler:182]
 (/opt/rt3/lib/RT/Action/UserDefined.pm:59)


From cubic at acronis.ru  Thu Sep 25 11:14:14 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Thu, 25 Sep 2003 19:14:14 +0400
Subject: [rt-users] Help with error
In-Reply-To: <D35B8D6DF58ABF48BFF6393C1DA5A5BE2C77CB@whippany2.clearnetwork.com>
References: <D35B8D6DF58ABF48BFF6393C1DA5A5BE2C77CB@whippany2.clearnetwork.com>
Message-ID: <3F730646.1080208@acronis.ru>

You've got SCRIP #31 that is User defined.
And in Action commit block this scrip call NewValue function on object 
that have type RT::Ticket, but RT::Ticket don't have such method.
Cat here this block if you want.
    Best regards. Ruslan.

Dan Fiorito wrote:

>Can someone help with this error in apache. Not sure on where to start
>to fix it.
>
>RT 3.0.5
>Apache 1.3.28 modperl statically compiled
>Perl 5.8
>
>Thanks
>
>[Wed Sep 24 09:45:02 2003] [error]: Scrip 31 Commit failed:
>RT::Ticket::NewValue Unimplemented in RT::Action::UserDefined. ((eval
>1945) line 3)
> 
>Stack:
>  [/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm:457]
>  [(eval 1945):3]
>  [/opt/rt3/lib/RT/ScripAction_Overlay.pm:207]
>  [/opt/rt3/lib/RT/Scrip_Overlay.pm:409]
>  [/opt/rt3/lib/RT/Scrip_Overlay.pm:344]
>  [/opt/rt3/lib/RT/Transaction_Overlay.pm:169]
>  [/opt/rt3/lib/RT/Ticket_Overlay.pm:3799]
>  [/opt/rt3/lib/RT/Ticket_Overlay.pm:3908]
>  [/opt/rt3/lib/RT/Ticket_Overlay.pm:3317]
>  [/opt/rt3/lib/RT/Interface/Web.pm:944]
>  [/opt/rt3/lib/RT/Interface/Web.pm:1066]
>  [/opt/rt3/share/html/RTIR/Incident/BulkReply.html:125]
>  [/opt/rt3/share/html/RTIR/autohandler:2]
>  [/opt/rt3/share/html/autohandler:182]
> (/opt/rt3/lib/RT/Action/UserDefined.pm:59)
>_______________________________________________
>  
>




From francesca.delcorso at fi.infn.it  Thu Sep 25 11:43:06 2003
From: francesca.delcorso at fi.infn.it (Francesca Del Corso)
Date: Thu, 25 Sep 2003 17:43:06 +0200
Subject: [rt-users] rt error
Message-ID: <005801c3837b$b6a26d20$149154c0@fi.infn.it>

Hi,
 
I have installed RT 3.0.4 on FreBSD 5.1 (Digital 500a), apache2 , mysql
2.0.4; when I try to start the web server I receive this error:
 
 [Thu Sep 25 16:59:31 2003] [error] Global $r object is not available.
Set:
        PerlOptions +GlobalRequest
in httpd.conf at 
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line
579.
Compilation failed in require at (eval 6) line 1.
 
[Thu Sep 25 16:59:31 2003] [error] Can't load Perl file: 
/usr/local/rt3/bin/webmux.pl for server rt-ca.fi.infn.it:0, exiting...
 
My httpd.conf is: 
 
.......
<VirtualHost _default_:80>
    ServerName rt-ca.fi.infn.it
    DocumentRoot /usr/local/rt3/share/html
    AddDefaultCharset UTF-8
    ErrorLog /usr/local/rt3/var/log/rt_errorlog
 
    # this line applies to Apache2+mod_perl2 only
    PerlModule Apache2 Apache::compat
 
    PerlModule Apache::DBI
    PerlRequire /usr/local/rt3/bin/webmux.pl
   
     # this section applies to Apache2+mod_perl2 only
    <FilesMatch "\.html$">
        SetHandler perl-script
        PerlHandler RT::Mason
    </FilesMatch>
    <LocationMatch "/Attachment/">
        SetHandler perl-script
        PerlHandler RT::Mason
    </LocationMatch>
    <LocationMatch "/REST/">
        SetHandler perl-script
        PerlHandler RT::Mason
    </LocationMatch>     
 
</VirtualHost>
 
 
How can I do?
 
Thanks in advance
 
Francesca Del Corso
 
INFN- Sez. Firenze
http://www.fi.infn.it
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From seph at directionless.org  Thu Sep 25 12:41:33 2003
From: seph at directionless.org (seph)
Date: Thu, 25 Sep 2003 12:41:33 -0400
Subject: [rt-users] Re: password encryption in database
In-Reply-To: <3F71C784.4000601@kornhuber.com> (Stefan Kornhuber's message of
 "Wed, 24 Sep 2003 18:34:12 +0200")
References: <3F71C784.4000601@kornhuber.com>
Message-ID: <w52d6doakhu.fsf@lame.message.id>

> Which methode is applied for encrypting the passwords of the users in
> the database?

they're note encrypted. They're run through a one way hash. I don't
remember which one, it should be easy to find in the code.

> I don't want to use the htaccess methode of an apache server.

Do you mean you don't want to use apache, or you don't want to use
apache's htaccess? RT has no concept of htaccess, it either uses its
internal stuff, or it trusts what it gets handed. And apache can be
configured to use one of many different authentication mechanisms, not
just htaccess.

seph


From danf at clearnetwork.com  Thu Sep 25 13:43:38 2003
From: danf at clearnetwork.com (Dan Fiorito)
Date: Thu, 25 Sep 2003 13:43:38 -0400
Subject: [rt-users] Help with error
Message-ID: <D35B8D6DF58ABF48BFF6393C1DA5A5BE2C77CD@whippany2.clearnetwork.com>

Ok here is the offending scrip

Condition =  On Status Change

No Custom Condition defined

Action = User Defined

Custom action preparation code:  1

Custom action cleanup code:

# ------------------------------------------------------------------- #
if ($self->TicketObj->NewValue eq 'resolved' or 
    $self->TicketObj->NewValue eq 'rejected') {
  my $members = $self->TicketObj->Members;
  while (my $link = $members->Next) {
    my $member= $link->BaseObj;
    if ($member->QueueObj->Name eq 'Blocks' or
        $member->QueueObj->Name eq 'Investigations' or
        $member->QueueObj->Name eq 'Incident Reports') {
      $member->Resolve();
    }
  }
}
# ------------------------------------------------------------------- #


Template:  Global Template: Blank



-----Original Message-----
From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] 
Sent: Thursday, September 25, 2003 11:14 AM
To: Dan Fiorito
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Help with error


You've got SCRIP #31 that is User defined.
And in Action commit block this scrip call NewValue function on object 
that have type RT::Ticket, but RT::Ticket don't have such method. Cat
here this block if you want.
    Best regards. Ruslan.

Dan Fiorito wrote:

>Can someone help with this error in apache. Not sure on where to start 
>to fix it.
>
>RT 3.0.5
>Apache 1.3.28 modperl statically compiled
>Perl 5.8
>
>Thanks
>
>[Wed Sep 24 09:45:02 2003] [error]: Scrip 31 Commit failed: 
>RT::Ticket::NewValue Unimplemented in RT::Action::UserDefined. ((eval
>1945) line 3)
> 
>Stack:
>  [/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm:457]
>  [(eval 1945):3]
>  [/opt/rt3/lib/RT/ScripAction_Overlay.pm:207]
>  [/opt/rt3/lib/RT/Scrip_Overlay.pm:409]
>  [/opt/rt3/lib/RT/Scrip_Overlay.pm:344]
>  [/opt/rt3/lib/RT/Transaction_Overlay.pm:169]
>  [/opt/rt3/lib/RT/Ticket_Overlay.pm:3799]
>  [/opt/rt3/lib/RT/Ticket_Overlay.pm:3908]
>  [/opt/rt3/lib/RT/Ticket_Overlay.pm:3317]
>  [/opt/rt3/lib/RT/Interface/Web.pm:944]
>  [/opt/rt3/lib/RT/Interface/Web.pm:1066]
>  [/opt/rt3/share/html/RTIR/Incident/BulkReply.html:125]
>  [/opt/rt3/share/html/RTIR/autohandler:2]
>  [/opt/rt3/share/html/autohandler:182]
> (/opt/rt3/lib/RT/Action/UserDefined.pm:59)
>_______________________________________________
>  
>





From jesse at bestpractical.com  Thu Sep 25 13:47:02 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 25 Sep 2003 13:47:02 -0400
Subject: [rt-users] Help with error
In-Reply-To: <D35B8D6DF58ABF48BFF6393C1DA5A5BE2C77CD@whippany2.clearnetwork.com>
References: <D35B8D6DF58ABF48BFF6393C1DA5A5BE2C77CD@whippany2.clearnetwork.com>
Message-ID: <20030925174702.GZ30655@fsck.com>

TicketObj should be TransactionObj there.

Did that come out of core RTIR? If so, it needs to be fixed up.


On Thu, Sep 25, 2003 at 01:43:38PM -0400, Dan Fiorito wrote:
> Ok here is the offending scrip
> 
> Condition =  On Status Change
> 
> No Custom Condition defined
> 
> Action = User Defined
> 
> Custom action preparation code:  1
> 
> Custom action cleanup code:
> 
> # ------------------------------------------------------------------- #
> if ($self->TicketObj->NewValue eq 'resolved' or 
>     $self->TicketObj->NewValue eq 'rejected') {
>   my $members = $self->TicketObj->Members;
>   while (my $link = $members->Next) {
>     my $member= $link->BaseObj;
>     if ($member->QueueObj->Name eq 'Blocks' or
>         $member->QueueObj->Name eq 'Investigations' or
>         $member->QueueObj->Name eq 'Incident Reports') {
>       $member->Resolve();
>     }
>   }
> }
> # ------------------------------------------------------------------- #
> 
> 
> Template:  Global Template: Blank
> 
> 
> 
> -----Original Message-----
> From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] 
> Sent: Thursday, September 25, 2003 11:14 AM
> To: Dan Fiorito
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Help with error
> 
> 
> You've got SCRIP #31 that is User defined.
> And in Action commit block this scrip call NewValue function on object 
> that have type RT::Ticket, but RT::Ticket don't have such method. Cat
> here this block if you want.
>     Best regards. Ruslan.
> 
> Dan Fiorito wrote:
> 
> >Can someone help with this error in apache. Not sure on where to start 
> >to fix it.
> >
> >RT 3.0.5
> >Apache 1.3.28 modperl statically compiled
> >Perl 5.8
> >
> >Thanks
> >
> >[Wed Sep 24 09:45:02 2003] [error]: Scrip 31 Commit failed: 
> >RT::Ticket::NewValue Unimplemented in RT::Action::UserDefined. ((eval
> >1945) line 3)
> > 
> >Stack:
> >  [/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm:457]
> >  [(eval 1945):3]
> >  [/opt/rt3/lib/RT/ScripAction_Overlay.pm:207]
> >  [/opt/rt3/lib/RT/Scrip_Overlay.pm:409]
> >  [/opt/rt3/lib/RT/Scrip_Overlay.pm:344]
> >  [/opt/rt3/lib/RT/Transaction_Overlay.pm:169]
> >  [/opt/rt3/lib/RT/Ticket_Overlay.pm:3799]
> >  [/opt/rt3/lib/RT/Ticket_Overlay.pm:3908]
> >  [/opt/rt3/lib/RT/Ticket_Overlay.pm:3317]
> >  [/opt/rt3/lib/RT/Interface/Web.pm:944]
> >  [/opt/rt3/lib/RT/Interface/Web.pm:1066]
> >  [/opt/rt3/share/html/RTIR/Incident/BulkReply.html:125]
> >  [/opt/rt3/share/html/RTIR/autohandler:2]
> >  [/opt/rt3/share/html/autohandler:182]
> > (/opt/rt3/lib/RT/Action/UserDefined.pm:59)
> >_______________________________________________
> >  
> >
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 david at anet.com  Thu Sep 25 14:24:02 2003
From: david at anet.com (David Bauman)
Date: Thu, 25 Sep 2003 13:24:02 -0500
Subject: [rt-users] Spam Issue
Message-ID: <03fd01c38392$31f157f0$29746642@chinoc1>

Greetings,

I am somewhat new to RT.  We are having issues where spam is killing one of our queues.  Is there a way to validate an email ticket before it is actually entered into the RT queue?


Thanks,


David Bauman
ANET Internet Solutions
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From jgedeon at qualcomm.com  Thu Sep 25 17:18:49 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Thu, 25 Sep 2003 14:18:49 -0700
Subject: [rt-users] Emails sent to sender
Message-ID: <5.1.0.14.2.20030925141707.03cdc8e8@unixmail.qualcomm.com>

Hi,
    we are using rt 2.0.15 and in the process of getting rt 3.0.x and I 
noticed that in rt 3.0.4 you can tell it to send emails to the sender. Can 
this be set up on a per queue basis? we have some groups that want it and 
some that dont. and is there an easy way to add this to rt 2.0.15 for the 
time being?

John



From cgibbons at du.edu  Thu Sep 25 17:54:46 2003
From: cgibbons at du.edu (Carl Gibbons)
Date: Thu, 25 Sep 2003 15:54:46 -0600
Subject: [rt-users] Poor performance in upgrade from RT2 to RT3
In-Reply-To: <3F68924A.8080803@du.edu>
References: <Pine.OSF.4.33.0308262244370.115961-100000@odin.cair.du.edu>
 <3F68924A.8080803@du.edu>
Message-ID: <3F736426.7070601@du.edu>

Thanks again for the replies. I tried "EXPLAIN ANALYZE" on the 
postgresql query, and it showed two costly sequential scans:

                                       ->  Seq Scan on tickets main  
(cost=0.00..578.76 rows=1 width=176) (actual time=35.04..97.15 rows=133 
loops=1)
                                             Filter: ((effectiveid = id) 
AND ("type" = 'ticket'::character varying) AND ((status = 
'new'::character varying) OR (status = 'open'::character varying)))
                                       ->  Seq Scan on groups groups_1  
(cost=0.00..749.70 rows=4077 width=11) (actual time=12.57..493.43 
rows=8011 loops=133)
                                             Filter: (("domain" = 
'RT::Ticket-Role'::character varying) AND ("type" = 
'Requestor'::character varying))

So I created a couple of indexes:

  CREATE INDEX tickets_status_type ON tickets (status, type);
  CREATE INDEX groups_domain_type ON groups (domain, type);

This reduces the query time from 71 seconds to 34 seconds, and EXPLAIN 
ANALYZE shows that the two sequential scans replaced by index scans on 
the two new indexes. Unfortunately, this is still about 34 seconds 
slower than the snappy response I get from RT2. Please help me figure 
out what to try next?

Here's a complete copy of the EXPLAIN ANALYZE output, in case it helps.  
- Carl

 Limit  (cost=1047.83..1047.90 rows=1 width=208) (actual 
time=34893.55..34893.62 rows=1 loops=1)
   ->  Unique  (cost=1047.83..1047.90 rows=1 width=208) (actual 
time=34893.55..34893.61 rows=1 loops=1)
         ->  Sort  (cost=1047.83..1047.84 rows=1 width=208) (actual 
time=34893.54..34893.54 rows=2 loops=1)
               Sort Key: main.priority, main.id, main.effectiveid, 
main.queue, main."type", main.issuestatement, main.resolution, 
main."owner", main.subject, main.initialpriority, main.finalpriority, 
main.timeestimated, main.timeworked, main.status, main.timeleft, 
main.told, main.starts, main.started, main.due, main.resolved, 
main.lastupdatedby, main.lastupdated, main.creator, main.created, 
main.disabled
               ->  Nested Loop  (cost=0.00..1047.82 rows=1 width=208) 
(actual time=18305.49..34892.70 rows=2 loops=1)
                     ->  Nested Loop  (cost=0.00..1041.00 rows=2 
width=204) (actual time=228.24..34878.69 rows=411 loops=1)
                           ->  Nested Loop  (cost=0.00..1036.77 rows=1 
width=196) (actual time=227.89..34852.07 rows=133 loops=1)
                                 ->  Nested Loop  (cost=0.00..1033.74 
rows=1 width=188) (actual time=227.43..34831.60 rows=133 loops=1)
                                       Join Filter: (("outer".id)::text 
= ("inner".instance)::text)
                                       ->  Index Scan using 
tickets_status_type, tickets_status_type on tickets main  
(cost=0.00..224.77 rows=1 width=177) (actual time=0.67..15.71 rows=133 
loops=1)
                                             Index Cond: (((status = 
'new'::character varying) AND ("type" = 'ticket'::character varying)) OR 
((status = 'open'::character varying) AND ("type" = 'ticket'::character 
varying)))
                                             Filter: ((effectiveid = id) 
AND ("type" = 'ticket'::character varying) AND ((status = 
'new'::character varying) OR (status = 'open'::character varying)))
                                       ->  Index Scan using 
groups_domain_type on groups groups_1  (cost=0.00..718.32 rows=6044 
width=11) (actual time=0.29..198.54 rows=8011 loops=133)
                                             Index Cond: (("domain" = 
'RT::Ticket-Role'::character varying) AND ("type" = 
'Requestor'::character varying))
                                 ->  Index Scan using principals2 on 
principals principals_2  (cost=0.00..3.02 rows=1 width=8) (actual 
time=0.09..0.10 rows=1 loops=133)
                                       Index Cond: ("outer".id = 
principals_2.objectid)
                                       Filter: (principaltype = 
'Group'::character varying)
                           ->  Index Scan using cachedgroupmembers3 on 
cachedgroupmembers cachedgroupmembers_3  (cost=0.00..4.09 rows=11 
width=8) (actual time=0.05..0.07 rows=3 loops=133)
                                 Index Cond: ("outer".id = 
cachedgroupmembers_3.groupid)
                     ->  Index Scan using users_pkey on users users_4  
(cost=0.00..3.02 rows=1 width=4) (actual time=0.03..0.03 rows=0 loops=411)
                           Index Cond: ("outer".memberid = users_4.id)
                           Filter: (lower((emailaddress)::text) = 
'cgibbons at du.edu'::text)
 Total runtime: 34895.20 msec
(23 rows)


Carl Gibbons wrote:

> Thanks for the replies. I have since upgraded to RT 3.0.5, and I have 
> tuned a few more things in postgresql.conf.  Still very slow.  I set 
> the following in postgresql.conf:
>
> log_statement = true
> log_duration = true
> log_timestamp = true
>
> to reveal the inefficient RT3 query, copied below. I suspect that some 
> "create index..." hacking might improve this horrible query, but I'm 
> not a DBA and I don't know how to analyze this one. Would somebody on 
> this list please help me figure out what to do about this?
>
> - Carl
>
> 2003-09-17 16:19:16 LOG:  query: SELECT DISTINCT main.* FROM Tickets 
> main , Groups Groups_1, Principals Principals_2, CachedGroupMembers 
> CachedGroupMembers_3, Users Users_4  WHERE ((main.EffectiveId = 
> main.id)) AND ((main.Type = 'ticket')) AND ( (  ( 
> (lower(Users_4.EmailAddress) = 'cgibbons at du.edu')AND(Groups_1.Domain = 
> 'RT::Ticket-Role')AND(Groups_1.Type = 
> 'Requestor')AND(Principals_2.PrincipalType = 'Group') )  ) AND ( 
> (main.Status = 'new')OR(main.Status = 'open') ) )  AND main.id = 
> Groups_1.Instance  AND Groups_1.id = Principals_2.ObjectId  AND 
> Principals_2.id = CachedGroupMembers_3.GroupId  AND 
> CachedGroupMembers_3.MemberId = Users_4.id  ORDER BY main.Priority 
> DESC LIMIT 10
> 2003-09-17 16:20:27 LOG:  duration: 71.308111 sec
>
> About a couple of weeks ago, Carl Gibbons wrote:
>
>> I am trying to migrate an 8,000+ ticket system.
>>
>> Existing system:
>>  Red Hat 7.1
>>  perl 5.6.0 installed from RPMs
>>  RT 2.0.13
>>  Apache 1.3.23/mod_perl 1.23
>>  PostgreSQL 7.1.3, installed from RPMs
>> New system:
>>  Red Hat ES 2.1
>>  perl 5.8.0 (compiled from source)
>>  RT  3.0.4
>>  Apache 1.3.28/mod_perl 1.28
>>  PostgreSQL 7.3.4, compiled from source
>>
>> Both systems are dual-processor 700MHz PIII with 1024MB RAM.
>> (I'm not sure, but I think both have the same SCSI disk and
>> RAID configuration, too.) The rt2-to-rt3-v1.20 tool successfully
>> moved users and tickets from the existing system to the new one.
>>
>> Logging into the RT2 system and clicking on "Home" to display the
>> "25 highest priority tickets I own" takes a fraction of a second.
>>
>> Logging into the RT3 system and clicking on "Home" to display the
>> "10 highest priority tickets I own" takes about 50 seconds.
>>
>> Running "top" on the new RT3 system while I click on "Home" shows
>> that a PostgreSQL "postmaster" process pegs one of the CPUs at 99%
>> throughout those 50 seconds.
>>
>> (I tried increasing the shared_buffers parameter in postgresql.conf,
>> but it did not help.) Any ideas on how to make RT3 give me the
>> fraction-of-a-second response to which I am accustomed?
>>
>> -- Carl Gibbons, Network Security Engineer, University of Denver
>




From sandip at linux-delhi.org  Fri Sep 26 01:41:48 2003
From: sandip at linux-delhi.org (Sandip Bhattacharya)
Date: Fri, 26 Sep 2003 11:11:48 +0530
Subject: [rt-users] Mysql "server has gone away: problem with FastCGI
Message-ID: <3F73D19C.6040603@linux-delhi.org>

Hi!

I have been trying to use RT (3.0.4) for my support site. I am using the 
fastcgi module, because mod_perl is not installed (conflicts with 
mod_php). However, all my intial enthusiasm of using RT started waning 
as I started getting the "mysql server has gone away" error because of 
the connection being timed out after a period of inactivity.

I have googled as much as I could. I could gather:
1. The timeout can be extended by tweaking mysql: I would rather not. My 
usage of RT is light, and just because of this I cant let connections 
hanging on the other
    web  applications on sites hosted in my server.
2. I could use the normal CGI function: For the life of me I could not 
locate how. I mean I located how to use the fscgi module after a while. 
The documentation is too
    focussed on mod_perl.
3. Maybe I can tweak fcgi instead and see if database connection can be 
restarted if found down. No clue how

At the very least the error that the script shows (some mason directory 
permissions being incorrect) is really misleading.

Help! Anyone?

- Sandip

-- 
Sandip Bhattacharya                        http://www.sandipb.net
sandip at puroga.com
Puroga Technologies Pvt. Ltd. 
http://www.puroga.com




From request_tracker at acerhomes.com  Fri Sep 26 09:53:29 2003
From: request_tracker at acerhomes.com (Rommie)
Date: Fri, 26 Sep 2003 13:53:29 -0000 (UTC)
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
In-Reply-To: <3F72BFBC.6060505@zync.co.uk>
References: <A8ED8823644C614280ACAC1A4D3E93FB25958B@icptex02.corp.icpt.net>
        <2914.177.177.177.222.1064329643.squirrel@_default_>
        <1985.177.177.177.222.1064425954.squirrel@_default_>
        <3F717DE8.8050508@zync.co.uk>
        <4401.177.177.177.222.1064502990.squirrel@_default_>
        <3F72BFBC.6060505@zync.co.uk>
Message-ID: <3497.177.177.177.222.1064584409.squirrel@_default_>

Yes. Its working.

[root at server2 rt-3-0-5]# psql -U postgres template1
Welcome to psql 7.3.2, the PostgreSQL interactive terminal.

Type:  \copyright for distribution terms
       \h for help with SQL commands
       \? for help on internal slash commands
       \g or terminate with semicolon to execute query
       \q to quit

template1=#


---rommie

> Rommie wrote:
>> Hi Richard!
>>
>> Thanks for your response.
>>
>> But I still got the same error.
>
> <SNIP>
>
>
>>
>> Do you have any other ideas?
>>
>
> Yeah, have you tried connecting to postgres from the psql client?
>
> At the command line type "psql -U postgres template1". If this gives an
> error then there is no point trying with RT because postmaster isn't
> listening. If this connects alright then at least you know postmaster is
>  running OK.
>
> Let me know what happens.
>
> R
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm





From les at futuresource.com  Fri Sep 26 02:20:12 2003
From: les at futuresource.com (Les Mikesell)
Date: Fri, 26 Sep 2003 01:20:12 -0500
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
References: <A8ED8823644C614280ACAC1A4D3E93FB25958B@icptex02.corp.icpt.net>        <2914.177.177.177.222.1064329643.squirrel@_default_>        <1985.177.177.177.222.1064425954.squirrel@_default_>        <3F717DE8.8050508@zync.co.uk>        <4401.177.177.177.222.1064502990.squirrel@_default_>        <3F72BFBC.6060505@zync.co.uk> <3497.177.177.177.222.1064584409.squirrel@_default_>
Message-ID: <007801c383f6$3ee9a980$0300a8c0@futuresource.com>

>From: "Rommie" <request_tracker at acerhomes.com>
> Yes. Its working.
> 
> [root at server2 rt-3-0-5]# psql -U postgres template1
> Welcome to psql 7.3.2, the PostgreSQL interactive terminal.

In the RedHat default setup postmaster only listens on local
unix domain sockets.  Psql uses them but perl/DBI needs
tcp sockets even for local connections.   You need to edit
/var/lib/pgsql/data/postgresql.conf and set
tcpip_socket = true, then restart postgresql.  You will also
have to set the authentication mode in 
/var/lib/pgsql/data/pg_hba.conf.   A line like:
host  all  all   127.0.0.1  255.255.255.255   trust
will let anything work for testing but you'll want to change
it from trust to password as soon as you can.

However, I've done all that, updated to postgresql 7.3.4 and
got the basics working but it still takes about a minute and a
half for the first screen to come up after importing the 13,000
tickets from an rt2/mysql system that is fairly fast.  (And I
did do a vacuum analyze after the import.)  I thought
at first it was from using perl 5.6.1 on a RH7.3 system but have
repeated the setup on RH9 with approximately the same results.
I haven't had time to try switching to mysql yet.

---
   Les Mikesell
     les at futuresource.com




From pdh at snapgear.com  Fri Sep 26 02:19:59 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 26 Sep 2003 16:19:59 +1000
Subject: [rt-users] Mysql "server has gone away: problem with FastCGI
In-Reply-To: <3F73D19C.6040603@linux-delhi.org>
References: <3F73D19C.6040603@linux-delhi.org>
Message-ID: <20030926061959.GD655@moreton.com.au>

Sandip Bhattacharya wrote:
> mod_php). However, all my intial enthusiasm of using RT started waning 
> as I started getting the "mysql server has gone away" error because of 
> the connection being timed out after a period of inactivity.

RT 3.0.5 onwards have much better handling of this problem.
-- 
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  Fri Sep 26 11:00:55 2003
From: request_tracker at acerhomes.com (Rommie)
Date: Fri, 26 Sep 2003 15:00:55 -0000 (UTC)
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
In-Reply-To: <007801c383f6$3ee9a980$0300a8c0@futuresource.com>
References: <A8ED8823644C614280ACAC1A4D3E93FB25958B@icptex02.corp.icpt.net>
        <2914.177.177.177.222.1064329643.squirrel@_default_>
        <1985.177.177.177.222.1064425954.squirrel@_default_>
        <3F717DE8.8050508@zync.co.uk>
        <4401.177.177.177.222.1064502990.squirrel@_default_>
        <3F72BFBC.6060505@zync.co.uk>
        <3497.177.177.177.222.1064584409.squirrel@_default_>
        <007801c383f6$3ee9a980$0300a8c0@futuresource.com>
Message-ID: <4026.177.177.177.222.1064588455.squirrel@_default_>

Yes, Its works..Thanks Les, Jim, Richard. But I'm not yet finished. I hope
you guys will stick with me.

I just post these messages for future reference
----------------------------
[root at server2 rt-3-0-5]# make initialize-database
/usr/bin/perl //usr/local/rt/sbin/rt-setup-database --action init --dba
postgres
Now creating a database for RT.
Creating Pg database rt3.
Now populating database schema.
Creating database schema.
NOTICE:  CREATE TABLE / PRIMARY KEY will create implicit index
'attachments_pkey' for table 'attachments'
NOTICE:  CREATE TABLE / PRIMARY KEY will create implicit index
'queues_pkey' for table 'queues'
NOTICE:  CREATE TABLE / PRIMARY KEY will create implicit index
'links_pkey' for table 'links'
NOTICE:  CREATE TABLE / PRIMARY KEY will create implicit index
'principals_pkey' for table 'principals'
NOTICE:  CREATE TABLE / PRIMARY KEY will create implicit index
'groups_pkey' for table 'groups'
NOTICE:  CREATE TABLE / PRIMARY KEY will create implicit index
'scripconditions_pkey' for table 'scripconditions'
NOTICE:  CREATE TABLE / PRIMARY KEY will create implicit index
'transactions_pkey' for table 'transactions'
NOTICE:  CREATE TABLE / PRIMARY KEY will create implicit index
'scrips_pkey' for table 'scrips'
NOTICE:  CREATE TABLE / PRIMARY KEY will create implicit index 'acl_pkey'
for table 'acl'
NOTICE:  CREATE TABLE / PRIMARY KEY will create implicit index
'groupmembers_pkey' for table 'groupmembers'
NOTICE:  CREATE TABLE / PRIMARY KEY will create implicit index
'cachedgroupmembers_pkey' for table 'cachedgroupmembers'
NOTICE:  CREATE TABLE / PRIMARY KEY will create implicit index
'users_pkey' for table 'users'
NOTICE:  CREATE TABLE / PRIMARY KEY will create implicit index
'tickets_pkey' for table 'tickets'
NOTICE:  CREATE TABLE / PRIMARY KEY will create implicit index
'scripactions_pkey' for table 'scripactions'
NOTICE:  CREATE TABLE / PRIMARY KEY will create implicit index
'templates_pkey' for table 'templates'
NOTICE:  CREATE TABLE / PRIMARY KEY will create implicit index
'ticketcustomfieldvalues_pkey' for table 'ticketcustomfieldvalues'
NOTICE:  CREATE TABLE / PRIMARY KEY will create implicit index
'customfields_pkey' for table 'customfields'
NOTICE:  CREATE TABLE / PRIMARY KEY will create implicit index
'customfieldvalues_pkey' for table 'customfieldvalues'
NOTICE:  CREATE TABLE / PRIMARY KEY will create implicit index
'sessions_pkey' for table 'sessions'
schema sucessfully inserted
Now inserting database ACLs
Now inserting RT core system objects
Checking for existing system user...not found.  This appears to be a new
installation.
Creating system user...done.
Now inserting RT data
Creating Superuser  ACL...Creating groups...3.4.5.6.7.8.9.done.
Creating users...10.12.done.
Creating queues...1.2.done.
Creating ACL...2.3.done.
Creating ScripActions...1.2.3.4.5.6.7.8.9.10.11.12.13.14.15.done.
Creating ScripConditions...1.2.3.4.5.6.7.8.9.done.
Creating templates...1.2.3.4.5.6.7.8.9.10.11.12.done.
Creating scrips...1.2.3.4.5.6.7.8.9.10.11.12.13.done.
---------------------------------------------

---rommie

>>From: "Rommie" <request_tracker at acerhomes.com>
>> Yes. Its working.
>>
>> [root at server2 rt-3-0-5]# psql -U postgres template1
>> Welcome to psql 7.3.2, the PostgreSQL interactive terminal.
>
> In the RedHat default setup postmaster only listens on local
> unix domain sockets.  Psql uses them but perl/DBI needs
> tcp sockets even for local connections.   You need to edit
> /var/lib/pgsql/data/postgresql.conf and set
> tcpip_socket = true, then restart postgresql.  You will also
> have to set the authentication mode in
> /var/lib/pgsql/data/pg_hba.conf.   A line like:
> host  all  all   127.0.0.1  255.255.255.255   trust
> will let anything work for testing but you'll want to change
> it from trust to password as soon as you can.
>
> However, I've done all that, updated to postgresql 7.3.4 and
> got the basics working but it still takes about a minute and a
> half for the first screen to come up after importing the 13,000
> tickets from an rt2/mysql system that is fairly fast.  (And I
> did do a vacuum analyze after the import.)  I thought
> at first it was from using perl 5.6.1 on a RH7.3 system but have
> repeated the setup on RH9 with approximately the same results.
> I haven't had time to try switching to mysql yet.
>
> ---
>    Les Mikesell
>      les at futuresource.com





From dave at bcs.co.nz  Fri Sep 26 03:51:33 2003
From: dave at bcs.co.nz (Dave Brooks, BCS Systems)
Date: Fri, 26 Sep 2003 19:51:33 +1200
Subject: [rt-users] Permissions on RT Config files
In-Reply-To: <20030925130905.GA20899@SDF.LONESTAR.ORG>
References: <6.0.0.22.0.20030925212649.025c3de0@www.bcs.co.nz>
 <20030925130905.GA20899@SDF.LONESTAR.ORG>
Message-ID: <6.0.0.22.0.20030926194939.0280a578@www.bcs.co.nz>

At 01:09 26/09/2003, Michael S. Liebman wrote:
>On Thu, Sep 25, 2003 at 09:36:16PM +1200, Dave Brooks, BCS Systems wrote:
> > The '-f' test in RT.pm was finding the file, however the 'require' was
> > failing. Setting world read permissions fixed things.
>[snip]
> > Can anyone offer an explanation? Apache is running as nobody/nobody.
>
>Did you run ./configure with the --with-web-user and --with-web-group
>options?

Yes:

./configure \
--prefix=/usr/local/rt3 \
--with-web-user=nobody  \
--with-web-group=nobody

>You may also want to check that all the owners and
>groups are set right.

What are the right settings? What should I be checking?


Thanks,

Dave 
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From hwagener at hamburg.fcb.com  Fri Sep 26 04:34:00 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Fri, 26 Sep 2003 10:34:00 +0200
Subject: [rt-users] Spam Issue
In-Reply-To: <03fd01c38392$31f157f0$29746642@chinoc1>
References: <03fd01c38392$31f157f0$29746642@chinoc1>
Message-ID: <2D48217C-EFFC-11D7-8CB4-003065DC18B8@hamburg.fcb.com>

On 25.09.2003, at 20:24, David Bauman wrote:

> Greetings,
> ?
> I am somewhat new to RT.? We are having issues where spam is killing 
> one of our queues.? Is there a way to validate an email ticket before 
> it is actually entered into the RT queue?
>
>
> Thanks,
> ?

There is none built into RT. But this lost or rt-devel had a discussion 
about spam prevention using procmail recently (with example solutions, 
one by Jesse). Please recheck the archives for details.

Regards,
     Harald



From hwagener at hamburg.fcb.com  Fri Sep 26 04:37:26 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Fri, 26 Sep 2003 10:37:26 +0200
Subject: [rt-users] Permissions on RT Config files
In-Reply-To: <6.0.0.22.0.20030926194939.0280a578@www.bcs.co.nz>
References: <6.0.0.22.0.20030925212649.025c3de0@www.bcs.co.nz> <20030925130905.GA20899@SDF.LONESTAR.ORG> <6.0.0.22.0.20030926194939.0280a578@www.bcs.co.nz>
Message-ID: <A8582600-EFFC-11D7-8CB4-003065DC18B8@hamburg.fcb.com>

On 26.09.2003, at 09:51, Dave Brooks, BCS Systems wrote:

> At 01:09 26/09/2003, Michael S. Liebman wrote:
>
> On Thu, Sep 25, 2003 at 09:36:16PM +1200, Dave Brooks, BCS Systems 
> wrote:
> > The '-f' test in RT.pm was finding the file, however the 'require' 
> was
> > failing. Setting world read permissions fixed things.
> [snip]
> > Can anyone offer an explanation? Apache is running as nobody/nobody.
>
> Did you run ./configure with the --with-web-user and --with-web-group
> options?
>
> Yes:
>
> ./configure \
> --prefix=/usr/local/rt3 \
> --with-web-user=nobody? \
> --with-web-group=nobody
>
>
> You may also want to check that all the owners and
> groups are set right.
>
> What are the right settings? What should I be checking?
>

You could see if a 'make fixperms' in the rt installation directory 
helps. This checks all the files and permissions and should set them 
accordingly. Basically, the Mason Component files need to be readable 
by the apache process, and the log file, if configured, must be 
writable.

Regards,
     Harald



From dave at bcs.co.nz  Fri Sep 26 05:04:52 2003
From: dave at bcs.co.nz (Dave Brooks, BCS Systems)
Date: Fri, 26 Sep 2003 21:04:52 +1200
Subject: [rt-users] Permissions on RT Config files
In-Reply-To: <A8582600-EFFC-11D7-8CB4-003065DC18B8@hamburg.fcb.com>
References: <6.0.0.22.0.20030925212649.025c3de0@www.bcs.co.nz>
 <20030925130905.GA20899@SDF.LONESTAR.ORG>
 <6.0.0.22.0.20030926194939.0280a578@www.bcs.co.nz>
 <A8582600-EFFC-11D7-8CB4-003065DC18B8@hamburg.fcb.com>
Message-ID: <6.0.0.22.0.20030926205611.025933c0@www.bcs.co.nz>

At 20:37 26/09/2003, Harald Wagener wrote:
On Thu, Sep 25, 2003 at 09:36:16PM +1200, Dave Brooks, BCS Systems wrote:
>> > The '-f' test in RT.pm was finding the file, however the 'require' was
>> > failing. Setting world read permissions fixed things.
>>[snip]
>> > Can anyone offer an explanation? Apache is running as nobody/nobody.
>>
>>
>>What are the right settings? What should I be checking?
>
>You could see if a 'make fixperms' in the rt installation directory helps. 
>This checks all the files and permissions and should set them accordingly.

This does:

chown -R root //usr/local/rt3/etc
chgrp -R rt //usr/local/rt3/etc
chmod 0550 //usr/local/rt3/etc/RT_Config.pm
chmod 0550 //usr/local/rt3/etc/RT_SiteConfig.pm

which means that RT.pm won't be able to read the files when running as 
'nobody'. Is this intended? Shouldn't it be set to 0555 ??


Thanks,

Dave

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From sandip at linux-delhi.org  Fri Sep 26 07:08:04 2003
From: sandip at linux-delhi.org (Sandip Bhattacharya)
Date: Fri, 26 Sep 2003 16:38:04 +0530
Subject: [rt-users] Installation problem in rt-3-0-6
Message-ID: <3F741E14.90507@linux-delhi.org>

I have been trying to install rt-3.0.6 that I downloaded just now. 
Somehow configure is not letting the --prefix parameter have any say. It 
insists on using the layout for installing the binaries. Is this a 
feature or a bug?

I am having to edit the config.layout file to install it to the correct 
directories.

- Sandip

-- 
Sandip Bhattacharya                        http://www.sandipb.net
sandip at puroga.com
Puroga Technologies Pvt. Ltd.
http://www.puroga.com



From jesse at bestpractical.com  Fri Sep 26 07:20:31 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 26 Sep 2003 07:20:31 -0400
Subject: [rt-users] [rt-announce] RT 3.0.6 and RTFM 2.0.0
Message-ID: <20030926112031.GF30655@fsck.com>

I'm pleased to announce the release of RT 3.0.6 and RTFM 2.0.0.

RT 3.0.6 is a minor release that fixes a bug related to the display of
RTFM links within RT and updates the documentation for the BETA
commandline interface.  Unless you want to use RTFM or the CLI, there is
no reason to upgrade.

RTFM 2.0.0 is the first production-ready release of the RT FAQ Manager,
a new knowledgebase tool from Best Practial Solutions, LLC. RTFM is
designed to aid in the capture and dissemination of organization
knowledge by making it easy to create and find 'articles' and metadata
about those articles which pertains to your organization. RTFM features
tight integration with RT -- You can extract the content of a ticket's
history into a new knowledgebase article and easily include the content
of knowledgebase articles in your ticket replies.

Both tools are immediately availble at:

http://bestpractical.com/pub/rt/release/rt-3-0-6.tar.gz
http://bestpractical.com/pub/rt/release/rtfm-2-0-0.tar.gz

MD5 hashes for these packages are:

2170c58be3b1f1c9e952736752af40ff  rt-3-0-6.tar.gz
70c5c61b3e76711974b19335cf09df6f  rtfm-2-0-0.tar.gz





-- 
http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
_______________________________________________
rt-announce mailing list
rt-announce at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-announce


From jesse at bestpractical.com  Fri Sep 26 07:39:49 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 26 Sep 2003 07:39:49 -0400
Subject: [rt-users] Permissions on RT Config files
In-Reply-To: <6.0.0.22.0.20030926205611.025933c0@www.bcs.co.nz>
References: <6.0.0.22.0.20030925212649.025c3de0@www.bcs.co.nz> <20030925130905.GA20899@SDF.LONESTAR.ORG> <6.0.0.22.0.20030926194939.0280a578@www.bcs.co.nz> <A8582600-EFFC-11D7-8CB4-003065DC18B8@hamburg.fcb.com> <6.0.0.22.0.20030926205611.025933c0@www.bcs.co.nz>
Message-ID: <20030926113949.GH30655@fsck.com>

On Fri, Sep 26, 2003 at 09:04:52PM +1200, Dave Brooks, BCS Systems wrote:
> At 20:37 26/09/2003, Harald Wagener wrote:
> On Thu, Sep 25, 2003 at 09:36:16PM +1200, Dave Brooks, BCS Systems wrote:
> >>> The '-f' test in RT.pm was finding the file, however the 'require' was
> >>> failing. Setting world read permissions fixed things.
> >>[snip]
> >>> Can anyone offer an explanation? Apache is running as nobody/nobody.
> >>
> >>
> >>What are the right settings? What should I be checking?
> >
> >You could see if a 'make fixperms' in the rt installation directory helps. 
> >This checks all the files and permissions and should set them accordingly.
> 
> This does:
> 
> chown -R root //usr/local/rt3/etc
> chgrp -R rt //usr/local/rt3/etc
> chmod 0550 //usr/local/rt3/etc/RT_Config.pm
> chmod 0550 //usr/local/rt3/etc/RT_SiteConfig.pm
> 
> which means that RT.pm won't be able to read the files when running as 
> 'nobody'. Is this intended? Shouldn't it be set to 0555 ??

Generally, when apache starts up and requires the file, it's still
running as a privileged user, iirc.

> 
> Thanks,
> 
> Dave
> 

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


From rt at linuxguy.com  Fri Sep 26 09:25:35 2003
From: rt at linuxguy.com (Walt Reed)
Date: Fri, 26 Sep 2003 09:25:35 -0400
Subject: [rt-users] First time install - can't login
Message-ID: <20030926132535.GA25348@hubinternet.com>

I installed RT (3.0.6) for the first time on RedHat 8, Mysql 4.0.14, modperl1,
etc. The configure and setup went flawless. 

Only problem: can't login to the system with "root" and the default
password of "password". It just returns me to the login screen.

I don't get any error messages in any log files (apache, syslog, or the
RT log file) 

I saw some other messages about this problem in the archives, but no
solutions.

Any pointers? How can I turn logging on to debug this? I already have
this set:
Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'error');
Set($LogToFile      , 'debug');
Set($LogDir, '/usr/local/rt/var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log

There is NOTHING in any logs.


From sandip at linux-delhi.org  Fri Sep 26 09:37:05 2003
From: sandip at linux-delhi.org (Sandip Bhattacharya)
Date: Fri, 26 Sep 2003 19:07:05 +0530
Subject: [rt-users] A question regarding permissions
Message-ID: <3F744101.2080707@linux-delhi.org>

'make fixperms' sets the owner of $RTROOT/etc/* to root.rt. It then 
proceeds to chmod all the contents of $RTROOT/etc/* to 0500.

How in the world is the webserver (or the fastcgi module, in my case) 
supposed to be reading this file running under nobody.nobody?

This was causing fastcgi to continuously fail for my rt installation 
till I changed the permissions to allow everybody to read the file.

- Sandip

-- 
Sandip Bhattacharya                        http://www.sandipb.net
sandip at puroga.com
Puroga Technologies Pvt. Ltd.
http://www.puroga.com



From auyongtc at hostsync.net  Fri Sep 26 09:36:38 2003
From: auyongtc at hostsync.net (Au Yong Tien Chee)
Date: Fri, 26 Sep 2003 21:36:38 +0800
Subject: [rt-users] Newbie: Rejected emails from non-existing users
Message-ID: <006f01c38433$40747b80$0200a8c0@homexp>

Hi all,

I just managed to setup RT-3.0.5 with RTFM nicely onto my server...


From Samuel.Senoner at eurac.edu  Fri Sep 26 09:52:39 2003
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Fri, 26 Sep 2003 15:52:39 +0200
Subject: [rt-users] Newbie: Rejected emails from non-existing users
Message-ID: <8ABC35686C73554691F3481C4023BE5EF17159@abz01be.eurac.edu>

Take a look at you rt folder/Interfaces/Email/Auth/Mailfrom.pm this is
executed on an incoming mail, you should find what you want there.

Samuel 


-----Original Message-----
From: Au Yong Tien Chee [mailto:auyongtc at hostsync.net] 
Sent: Friday,26 September,2003 15:37
To: rt-users at lists.fsck.com

Hi all,

I just managed to setup RT-3.0.5 with RTFM nicely onto my server...


From myk_lists at yahoo.ca  Fri Sep 26 12:34:06 2003
From: myk_lists at yahoo.ca (Mike White)
Date: Fri, 26 Sep 2003 09:34:06 -0700
Subject: [rt-users] RT starts munging attachments again
Message-ID: <3F746A7E.8050409@yahoo.ca>

Hi all,

Thanks to all the help on the list, RT is handling binary attachments 
properly with the LANG=en_US fix.

However, ever since the fix was made, RT reverts to the old munging 
behavior some time during the night and it's broken again in the 
morning.  All i have to do is

/var/www/bin/apachectl stop
/var/www/bin/apachectl start

as root with LANG=en_US, which makes it work again, but obviously this 
is not a very good solution.

my /etc/sysconfig/i18n has LANG=en_US.

Does apache do something at night to reset itself?  And if so, where 
does it pull its environment?  Should i recompile it?

Thanks,
mike




From myk_lists at yahoo.ca  Fri Sep 26 12:42:53 2003
From: myk_lists at yahoo.ca (Mike White)
Date: Fri, 26 Sep 2003 09:42:53 -0700
Subject: [rt-users] Notify with Attachments for RT3
Message-ID: <3F746C8D.5090205@yahoo.ca>

Hi all,

I tried to port the excellent NotifyWithAttchment,

http://www.bestpractical.com/pub/rt/contrib/2.0/NotifyWithAttachment.tgz

to RT3 by adding the following code as Custom action preparation code to 
"On Comment Notify AdminCcs as Comment with template Admin Comment" and 
"On Correspond Notify Requestors, Ccs and AdminCcs with template 
Correspondence"

---------
my $self = shift;

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

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

my $cnt = $attachments->Count;
$RT::Logger->debug("$self: Adding $cnt atts.\n");

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

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

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

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


However, it seems to only echo out attchments for correspondance, not 
for comments.  Can anyone see anything wrong?

Thanks,
mike





From rt at linuxguy.com  Fri Sep 26 13:34:19 2003
From: rt at linuxguy.com (Walt Reed)
Date: Fri, 26 Sep 2003 13:34:19 -0400
Subject: [rt-users] First time install - can't login
In-Reply-To: <20030926132535.GA25348@hubinternet.com>
References: <20030926132535.GA25348@hubinternet.com>
Message-ID: <20030926173419.GA26162@hubinternet.com>

On Fri, Sep 26, 2003 at 09:25:35AM -0400, Walt Reed said:
> I installed RT (3.0.6) for the first time on RedHat 8, Mysql 4.0.14, modperl1,
> etc. The configure and setup went flawless. 
> 
> Only problem: can't login to the system with "root" and the default
> password of "password". It just returns me to the login screen.
> 
> I don't get any error messages in any log files (apache, syslog, or the
> RT log file) 
> 
> I saw some other messages about this problem in the archives, but no
> solutions.
> 
> Any pointers? How can I turn logging on to debug this? I already have
> this set:
> Set($LogToSyslog    , 'debug');
> Set($LogToScreen    , 'error');
> Set($LogToFile      , 'debug');
> Set($LogDir, '/usr/local/rt/var/log');
> Set($LogToFileNamed , "rt.log");    #log to rt.log
> 
> There is NOTHING in any logs.

OK, I started plowing around the login code, trying to figure this thing
out. I'm not finding any debug / logging code. Is there a way to turn on
debugging?? How does it log if there are no logging statements???
In fact, while the rt.log file is created, it's empty.

RT is creating a session cookie that I can see in my browser, so that
part works, but beyond that I can't see any activity at all. Nothing in
the apache log, nothing in syslog, nothing in rt.log.




From request_tracker at acerhomes.com  Fri Sep 26 14:12:29 2003
From: request_tracker at acerhomes.com (Rommie)
Date: Fri, 26 Sep 2003 18:12:29 -0000 (UTC)
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
In-Reply-To: <3590.177.177.177.222.1063896218.squirrel@_default_>
References: <3590.177.177.177.222.1063896218.squirrel@_default_>
Message-ID: <2406.177.177.177.222.1064599949.squirrel@_default_>

Ohh...again..what is this?

My web browser produced an Internal Server Error then I checked the error
log and I found it consistently/repeatedly producing this error.

[Fri Sep 26 17:39:03 2003] [crit] (13)Permission denied: FastCGI: can't
create server "/usr/local/rt/bin/mason_handler.fcgi": bind() failed
[/etc/httpd/logs/fastcgi/f0fbdc528b6cf761a517e935bb97072f]
[Fri Sep 26 17:39:04 2003] [crit] (13)Permission denied: FastCGI: can't
create server "/usr/local/rt/bin/mason_handler.fcgi": bind() failed
[/etc/httpd/logs/fastcgi/f0fbdc528b6cf761a517e935bb97072f]

I checked again the mailinglist and I found this unanswered thread

----------------------------
Hi,

i just installed rt3.01 with fastcgi under apache 1.3.27. Dependencies are
all ok. But now i always get this error log:

[Mon Apr 28 13:26:28 2003] [error] [client 217.226.24.115] (13)Permission
denied: FastCGI: failed to connect to server
"/opt/rt3/bin/mason_handler.fcgi": connect() failed
[Mon Apr 28 13:26:29 2003] [crit] (13)Permission denied: FastCGI: can't
create server "/opt/rt3/bin/mason_handler.fcgi": bind
() failed [/usr/local/apache/logs/fastcgi/362fab4db3d651b6d082c0358ebb4d83]

I tried to change group and user of different directories but nothing
helped. Please help!!!

Thank you very much!

Manuel Bernardy
--------------------------------------------

I re-checked my httpd.conf with this entry for any incorrect syntax

NameVirtualHost 10.0.0.10

<VirtualHost 10.0.0.10>
        ServerAdmin request_tracker at acerhomes.com
        ServerName file.acerhomes.com
        DocumentRoot "/usr/local/rt/share/html"
        AddDefaultCharset UTF-8

        <IfModule mod_fastcgi.c>
                AddHandler fastcgi-script fcgi
                FastCgiServer /usr/local/rt/bin/mason_handler.fcgi
-idle-timeout 3600
                Alias /NoAuth/images /usr/local/rt/share/html/NoAuth/images/
                ScriptAlias / /usr/local/rt/bin/mason_handler.fcgi/
        </IfModule>
</VirtualHost>



But it seems it started without an error.
My current setup is httpd-2.0.40-21.5 (RPM) and mod_fastcgi-2.4.0

Needed your help again!

---rommie




From rt at linuxguy.com  Fri Sep 26 15:07:08 2003
From: rt at linuxguy.com (Walt Reed)
Date: Fri, 26 Sep 2003 15:07:08 -0400
Subject: [rt-users] More Debugging (was First time install - can't login)
In-Reply-To: <20030926173419.GA26162@hubinternet.com>
References: <20030926132535.GA25348@hubinternet.com> <20030926173419.GA26162@hubinternet.com>
Message-ID: <20030926190708.GA26529@hubinternet.com>

On Fri, Sep 26, 2003 at 01:34:19PM -0400, Walt Reed said:
> On Fri, Sep 26, 2003 at 09:25:35AM -0400, Walt Reed said:
> > I installed RT (3.0.6) for the first time on RedHat 8, Mysql 4.0.14, modperl1,
> > etc. The configure and setup went flawless. 
> > 
> > Only problem: can't login to the system with "root" and the default
> > password of "password". It just returns me to the login screen.
> > 
> > I don't get any error messages in any log files (apache, syslog, or the
> > RT log file) 
> > 
> > I saw some other messages about this problem in the archives, but no
> > solutions.
> > 
> > Any pointers? How can I turn logging on to debug this? I already have
> > this set:
> > Set($LogToSyslog    , 'debug');
> > Set($LogToScreen    , 'error');
> > Set($LogToFile      , 'debug');
> > Set($LogDir, '/usr/local/rt/var/log');
> > Set($LogToFileNamed , "rt.log");    #log to rt.log
> > 
> > There is NOTHING in any logs.
> 
> OK, I started plowing around the login code, trying to figure this thing
> out. I'm not finding any debug / logging code. Is there a way to turn on
> debugging?? How does it log if there are no logging statements???
> In fact, while the rt.log file is created, it's empty.
> 
> RT is creating a session cookie that I can see in my browser, so that
> part works, but beyond that I can't see any activity at all. Nothing in
> the apache log, nothing in syslog, nothing in rt.log.

OK, have heard nothing from other users on this list, but I have been
doing some debugging.

It seems that in "autohandler", the values for $user and $pass are Never
set.

Obviously, they are set from the form in Login, but I'm having a hard
time following things from there.
In fact, HOW does autohandler get called? If someone can decipher the
following line, this may help:
<FORM METHOD=POST ACTION="<% (UNIVERSAL::can($r, 'uri') && ($r->uri) =~ m!.*/(.*)!) %>" >

Does this mean it goes to the document root for RT?
What is the flow from there? 




From bsegal at DECARIE.COM  Fri Sep 26 16:27:25 2003
From: bsegal at DECARIE.COM (Bruce Segal)
Date: Fri, 26 Sep 2003 16:27:25 -0400
Subject: [rt-users] More Debugging (was First time install - can't login)
Message-ID: <EAA370484CA7FD42AD5841BEDD4203BB484197@nts1.decarie.com>

Autohandlers are part of the Mason component inheritance chain. As a newbie I'm definitely not one to try to explain it, but the Mason book does. (www.masonbook.com) 

The basic idea is that Mason looks in the current directory for "autohandler" and then in higher level directories until one is found. This is 'wrapped' around the component and can be used for common items such as content sharing, initialization, filtering. Very simplistic explanation for a powerful concept. 




> -----Original Message-----
> From: Walt Reed [mailto:rt at linuxguy.com]
> Sent: Friday, September 26, 2003 3:07 PM
> To: Walt Reed
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] More Debugging (was First time install - can't
> login)
> 
> 
> On Fri, Sep 26, 2003 at 01:34:19PM -0400, Walt Reed said:
> > On Fri, Sep 26, 2003 at 09:25:35AM -0400, Walt Reed said:
> > > I installed RT (3.0.6) for the first time on RedHat 8, 
> Mysql 4.0.14, modperl1,
> > > etc. The configure and setup went flawless. 
> > > 
> > > Only problem: can't login to the system with "root" and 
> the default
> > > password of "password". It just returns me to the login screen.
> > > 
> > > I don't get any error messages in any log files (apache, 
> syslog, or the
> > > RT log file) 
> > > 
> > > I saw some other messages about this problem in the 
> archives, but no
> > > solutions.
> > > 
> > > Any pointers? How can I turn logging on to debug this? I 
> already have
> > > this set:
> > > Set($LogToSyslog    , 'debug');
> > > Set($LogToScreen    , 'error');
> > > Set($LogToFile      , 'debug');
> > > Set($LogDir, '/usr/local/rt/var/log');
> > > Set($LogToFileNamed , "rt.log");    #log to rt.log
> > > 
> > > There is NOTHING in any logs.
> > 
> > OK, I started plowing around the login code, trying to 
> figure this thing
> > out. I'm not finding any debug / logging code. Is there a 
> way to turn on
> > debugging?? How does it log if there are no logging statements???
> > In fact, while the rt.log file is created, it's empty.
> > 
> > RT is creating a session cookie that I can see in my 
> browser, so that
> > part works, but beyond that I can't see any activity at 
> all. Nothing in
> > the apache log, nothing in syslog, nothing in rt.log.
> 
> OK, have heard nothing from other users on this list, but I have been
> doing some debugging.
> 
> It seems that in "autohandler", the values for $user and 
> $pass are Never
> set.
> 
> Obviously, they are set from the form in Login, but I'm having a hard
> time following things from there.
> In fact, HOW does autohandler get called? If someone can decipher the
> following line, this may help:
> <FORM METHOD=POST ACTION="<% (UNIVERSAL::can($r, 'uri') && 
> ($r->uri) =~ m!.*/(.*)!) %>" >
> 
> Does this mean it goes to the document root for RT?
> What is the flow from there? 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 jmccarty at scoe.org  Fri Sep 26 17:34:48 2003
From: jmccarty at scoe.org (Joseph McCarty)
Date: Fri, 26 Sep 2003 14:34:48 -0700
Subject: [rt-users] multiple Apache + RT instances
Message-ID: <005901c38476$02e78300$5611000a@ms.scoe.org>

I have two instances of Apache with mod_perl compiled in and two working
instances of RT running on one machine.  It has one ip address with two DNS
IDs pointing at it.  One Apache instance listens on port 80, the other on
port 8080.

Right now, to get to the port 8080 instance, the user must type ":8080" at
the end of the URL..  I have read on this list that some combination of
mod_proxy, mod_rewrite, and  virtual host directives in the httpd.conf of
the port 80 Apache can make requests to the second URL go to the port 8080
Apache/RT instance without the port reference.

I've tried this, but to no avail.  Suggestions appreciated.



From jesse at bestpractical.com  Fri Sep 26 18:36:08 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 26 Sep 2003 18:36:08 -0400
Subject: [rt-users] RT starts munging attachments again
In-Reply-To: <3F746A7E.8050409@yahoo.ca>
References: <3F746A7E.8050409@yahoo.ca>
Message-ID: <20030926223608.GK30655@fsck.com>



On Fri, Sep 26, 2003 at 09:34:06AM -0700, Mike White wrote:
> 
> Hi all,
> 
> Thanks to all the help on the list, RT is handling binary attachments 
> properly with the LANG=en_US fix.
> 
> However, ever since the fix was made, RT reverts to the old munging 
> behavior some time during the night and it's broken again in the 
> morning.  All i have to do is
> 
> /var/www/bin/apachectl stop
> /var/www/bin/apachectl start
> 
> as root with LANG=en_US, which makes it work again, but obviously this 
> is not a very good solution.
> 
> my /etc/sysconfig/i18n has LANG=en_US.
> 
> Does apache do something at night to reset itself?  And if so, where 
> does it pull its environment?  Should i recompile it?

You might want to restart cron.

> 
> Thanks,
> mike
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

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


From ahorn at deorth.org  Fri Sep 26 19:23:02 2003
From: ahorn at deorth.org (Alan Horn)
Date: Fri, 26 Sep 2003 16:23:02 -0700 (PDT)
Subject: [rt-users] attachments not sent on reply..
Message-ID: <Pine.NEB.4.44.0309261621160.4828-100000@slick.sigje.org>

We have the following script setup on a queue :

OnCorrespond NotifyRequestors with template Correspondence

When you reply to a ticket, and attach a file to that reply, it goes into
the case, but doesn't go out to the requestor.

I assume this has something to do with the template I'm using. Has anyone
successfully set up anything like this ?

Cheers,

Al





From contact at realcarbonneau.com  Fri Sep 26 20:51:34 2003
From: contact at realcarbonneau.com (Real Carbonneau)
Date: Fri, 26 Sep 2003 20:51:34 -0400
Subject: [rt-users] Uploading Files in a reply for an upriviledged user is not working
Message-ID: <036c01c38491$82e95540$6401a8c0@main>

Hi,

When I try to upload a file as an unprivileged (non-staff) user when doing a
reply in RT Self Service the attachment does not get attached to the ticket

These are the following rights that affect the unprivileged (non-staff) user
Global -> Group Rights -> System Group -> Unprivileged: CreateTicket,
SeeQueue
Global -> Group Rights -> Roles -> Requestor: Reply to Ticket, Show Ticket

Other Notes:
-The Unprivileged (non-staff) user can create a ticket and attach a document
and this works correctly, he can also see and download this attachment after
is has been posted.
-In the case of the failing attachment when replying, even if a super user
views the ticket to which the attachment should have been uploaded, there is
no attachment, so it really is not getting attached.

Is this an issue with my security settings, or with the way I am using it?
A problem with the installation?
A problem with RT?

RT 3.0.5
RH9
Apache 1.3.28 Static Compiled 
mod_perl-1.28

Thanks in advance,
Real






From andy at strugglers.net  Sat Sep 27 02:53:16 2003
From: andy at strugglers.net (Andy Smith)
Date: Sat, 27 Sep 2003 07:53:16 +0100
Subject: [rt-users] Problems upgrading to 3.0.5
Message-ID: <20030927065316.GX24304@lug.org.uk>

On Thu, Sep 18, 2003 at 03:28:55PM -0300, Jaime Diaz wrote:
> I've just upgraded to rt 3.0.5 from 3.0.4
> The web interface works fine, but when i sent emails to create new tickets,
> the MTA sais tat the RT server did not behave as expected.
> I'm pasting the log from Postfix. Any idea in how to fix this?

After just upgrading RT from 3.0.4 to 3.0.5 via FreeBSD port I now
am also getting this exact same error whenever rt-mailgate is used.
Web UI seems to work fine though.

Everything is built from ports on FreeBSD 4.8, using the lang/perl58
port, www/apache13, www/mod_perl etc ports.

Jaime seemed to solve this by reinstalling RT.  This I have tried,
but it makes no difference.  Does anyone have any ideas?

Tempted to downgrade to 3.0.4 again..

> Sep 18 15:43:33 linux postfix/local[32615]: 5FF341E6821: to=<RT Address>,
> relay=local, delay=910, status=deferred (temporary failure. Command output:
> RT server error.  The RT server which handled your email did not behave as
> expected. It said:     <html><body>  <p align="center"><font face="Verdana,
> Arial, Helvetica, sans-serif"><b>System error</b></font></p> <table
> border="0" cellspacing="0" cellpadding="1">  <tr>   <td nowrap="nowrap"
> align="left" valign="top"><font face="Verdana, Arial, Helvetica, sans-serif"
> size="-2"><b>error:</b>&nbsp;</font></td>   <td align="left"
> valign="top"><font face="Verdana, Arial, Helvetica, sans-serif"
> size="-2">Can't use string (&quot;SessionType&quot;) as a HASH ref while
> &quot;strict refs&quot; in use at /opt/rt3/lib/RT/Interface/Email.pm line
> 406.<br></font></td>  </tr>  <tr>   <td nowrap="nowrap" align="left"
> valign="top"><font face="Verdana, Arial, Helvetica, sans-serif"
> size="-2"><b>context:</b>&nbsp;</font></td>   <td align="left" valign="top"
> nowrap="nowrap"><fo



From seph at directionless.org  Sat Sep 27 08:02:48 2003
From: seph at directionless.org (seph)
Date: Sat, 27 Sep 2003 08:02:48 -0400
Subject: [rt-users] Re: multiple Apache + RT instances
In-Reply-To: <005901c38476$02e78300$5611000a@ms.scoe.org> (Joseph McCarty's
 message of "Fri, 26 Sep 2003 14:34:48 -0700")
References: <005901c38476$02e78300$5611000a@ms.scoe.org>
Message-ID: <w52eky28mmv.fsf@lame.message.id>

> Right now, to get to the port 8080 instance, the user must type ":8080" at
> the end of the URL..  I have read on this list that some combination of
> mod_proxy, mod_rewrite, and  virtual host directives in the httpd.conf of
> the port 80 Apache can make requests to the second URL go to the port 8080
> Apache/RT instance without the port reference.

this is a function of mod_rewrite (that makes use of mod_proxy). It's
extensively documented at apache.

seph


From doogles at doogles.com  Sat Sep 27 14:38:24 2003
From: doogles at doogles.com (Jason A. Diegmueller)
Date: Sat, 27 Sep 2003 13:38:24 -0500 (CDT)
Subject: [rt-users] Unexpected results with Rights on new Queue
Message-ID: <Pine.LNX.4.44.0309271338100.4295-100000@money.doogles.com>

rt-users--

Feel like I'm asking a "newbie" questions, but I can't figure this out, so,

I am running RT 3.0.6 on perl 5.8.0.

I want to create another queue, specifically for one customer.  Anyone who 
was on staff with this customer would have the ability to see and reply to 
tickets.  As such, here's what I did:

 1. Created a new queue, support-customer
 2. Created a new group, Customer Staff
 3. Made two "test" Customer Staff Users, made them priv'd
 4. Assigned the proper rights to the Group under the Queue's Group Rights 
    (SeeQueue, CreateTicket, ShowTicket, ReplyToTicket, Watch)
 5. Assigned the proper rights to the My Company Staff Group (SeeQueue, 
    CreatTicket, CommentOnTicket, ReplyToTicket, ShowTicket, 
    ShowTicketComments, StealTicket, Watch, WatchAsAdminCc)

Ironically, everything seems to be fine with the Customer Staff Group.  
They can do everything I would expect.  My issues are with the My Company
Staff users, they cannot see the new queue at all.

I have ensured the user I am logging in as is in the My Company Staff group.  
If I add SeeQueue to "Everyone" then I can see the queue, but not see the
tickets.  If I add ShowTickets to "Everyone" then I can see the tickets, as
well.  It almost appears as if the fact that I have permissions set on the
My Company Staff Group under the support-customer Queue are being ignored.

I am sure I am doing something stupid; does anyone see what it is?

I'll c/p some snippets below -- thanks for any help!

--
Modify group rights for queue support-customer

System groups
Everyone   
Current rights
No rights granted.

Privileged   
Current rights
No rights granted. 
 
Unprivileged   
Current rights
No rights granted. 
--
Editing membership for group My Company Staff
Users 
 jason (Jason A. Diegmueller) 
 tobrien (Tim O'Brien) 
 jedwards (Joe Edwards) 

Modify group rights for queue support-customer
My Company Staff    
Current rights
(Check box to revoke right) 
 OwnTicket
 CreateTicket
 CommentOnTicket
 ReplyToTicket
 SeeQueue
 ShowTicket
 ShowTicketComments
 StealTicket
 TakeTicket
 Watch
 WatchAsAdminCc

[logged in as jason]
*NOTE: Cannot see the support-customer queue
--
Editing membership for group Customer Staff     
Users 
 fwilliams (Frank Williams)  
 customertest2 (Customer Test User 2)

Customer Staff   Current rights
(Check box to revoke right) 
 Watch
 ReplyToTicket
 SeeQueue
 CreateTicket
 ShowTicket 

[logged in as frank]
Current search criteria
Queue = support-customer [delete]
Found 1 ticket
*NOTE: Ticket #9 displayed





From alesh at sportina.si  Sat Sep 27 15:43:25 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Sat, 27 Sep 2003 21:43:25 +0200
Subject: [rt-users] multiple Apache + RT instances
In-Reply-To: <005901c38476$02e78300$5611000a@ms.scoe.org>
Message-ID: <009b01c3852f$a5d03a30$0c16fad5@OMNIBOOK>

Does this help perhaps? 
I used to have this for ntop... 

<VirtualHost 123.456.789.012>
DocumentRoot /home/ntop
ProxyPass /ntop/ http://localhost:8080/
ServerName ntop.domain.com
Options FollowSymLinks
RewriteEngine On
RewriteCond %{HTTP_REFERER} ntop.domain.com/ntop
RewriteCond %{REQUEST_URI} !^/ntop
RewriteRule ^/(.*)$ http://ntop.domain.com/ntop/$1 [L,P]
</VirtualHost>

Regards,
Ale?

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Joseph McCarty
Sent: Friday, September 26, 2003 11:35 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] multiple Apache + RT instances


I have two instances of Apache with mod_perl compiled in and two working
instances of RT running on one machine.  It has one ip address with two DNS
IDs pointing at it.  One Apache instance listens on port 80, the other on
port 8080.

Right now, to get to the port 8080 instance, the user must type ":8080" at
the end of the URL..  I have read on this list that some combination of
mod_proxy, mod_rewrite, and  virtual host directives in the httpd.conf of
the port 80 Apache can make requests to the second URL go to the port 8080
Apache/RT instance without the port reference.

I've tried this, but to no avail.  Suggestions appreciated.

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 mnagel at willingminds.com  Sat Sep 27 16:44:44 2003
From: mnagel at willingminds.com (Mark D. Nagel)
Date: Sat, 27 Sep 2003 13:44:44 -0700
Subject: [rt-users] Problems upgrading to 3.0.5
In-Reply-To: <20030927065316.GX24304@lug.org.uk>
References: <20030927065316.GX24304@lug.org.uk>
Message-ID: <3F75F6BC.9070401@willingminds.com>

Andy Smith wrote:

>After just upgrading RT from 3.0.4 to 3.0.5 via FreeBSD port I now
>am also getting this exact same error whenever rt-mailgate is used.
>Web UI seems to work fine though.
>  
>
This is due to an HTML::Mason object cache problem.  The datestamp on
the upgraded file does not trigger a rebuild of the cached generated
code.  To fix, clear out the Mason object cache, or at least this
particular file.  For example:

rm /opt/rt3/var/mason_data/obj/standard/REST/1.0/NoAuth/mail-gateway

Another way would be to touch the mail-gateway file (not the cached
object, the original one). I don't believe you need to restart Apache,
but it couldn't hurt to do so after this removal in case things still
don't work as expected. I also made absolutely sure that no other cached
object files remained around to cause trouble by using find to remove
anything older than the timestamp on the newest batch of object files. 
You could probably clear the whole thing safely, since Mason will
repopulate them as needed.

Mark

-- 
Mark D. Nagel, CCIE #3177 <mnagel at willingminds.com>
Principal Consultant, Willing Minds LLC
tel/fax: 949-623-9853, web: http://www.willingminds.com/




From andy at strugglers.net  Sat Sep 27 16:54:26 2003
From: andy at strugglers.net (Andy Smith)
Date: Sat, 27 Sep 2003 21:54:26 +0100
Subject: [rt-users] Problems upgrading to 3.0.5
In-Reply-To: <3F75F6BC.9070401@willingminds.com>
References: <20030927065316.GX24304@lug.org.uk> <3F75F6BC.9070401@willingminds.com>
Message-ID: <20030927205426.GN24304@lug.org.uk>

On Sat, Sep 27, 2003 at 01:44:44PM -0700, Mark D. Nagel wrote:
> Andy Smith wrote:
> 
> >After just upgrading RT from 3.0.4 to 3.0.5 via FreeBSD port I now
> >am also getting this exact same error whenever rt-mailgate is used.
> >Web UI seems to work fine though.
> >  
> >
> This is due to an HTML::Mason object cache problem.  The datestamp on
> the upgraded file does not trigger a rebuild of the cached generated
> code.  To fix, clear out the Mason object cache, or at least this
> particular file.  For example:
> 
> rm /opt/rt3/var/mason_data/obj/standard/REST/1.0/NoAuth/mail-gateway

Thank you, this worked.  This really should be documented somewhere!


From zqu at bellanet.org  Sun Sep 28 17:22:45 2003
From: zqu at bellanet.org (Zhang Qu)
Date: Sun, 28 Sep 2003 17:22:45 -0400
Subject: [rt-users] FastCGI problem on RT3
Message-ID: <66237416937.20030928172245@bellanet.org>

Hi,folks

 I have struggled against this problem for a while, anyone got
experience please give me a hand. Thanks in advance.

 After I modify httpd.conf to cater FastCGI
ScriptAlias /rt/ "/opt/rt3/bin/mason_handler.fcgi/"

I got this error when I tried to access RT the first time. My
configuration is RH8/Apache/2.0.40/perl 5.8.0/RT3.0.6

I searched whole list archive but I could not find an answer to this
problem. Thanks again!


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

error:          Insecure dependency in mkdir while running setuid at /usr/lib/perl5/5.8.0/File/Path.pm line 147.
context:        
...     
143:    unless (-d $parent or $path eq $parent) {
144:    push(@created,mkpath($parent, $verbose, $mode));
145:    }
146:    print "mkdir $path\n" if $verbose;
147:    unless (mkdir($path,$mode)) {
148:    my $e = $!;
149:    # allow for another process to have created it meanwhile
150:    croak "mkdir $path: $e" unless -d $path;
151:    }
...     
code stack:     /usr/lib/perl5/5.8.0/File/Path.pm:147
g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Compiler/ToObject.pm:102
g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:309
g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198
g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166
g /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265
g /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343
g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213
g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:207
g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:89
g /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:72
g /opt/rt3/bin/mason_handler.fcgi:53
g
raw error

  

-- 
Best regards,
 Zhang                          mailto:zqu at bellanet.org



From brett.randall at hillsong.com  Mon Sep 29 01:11:59 2003
From: brett.randall at hillsong.com (Brett Randall)
Date: Mon, 29 Sep 2003 15:11:59 +1000
Subject: [rt-users] Using usernames/group names when creating tickets
Message-ID: <schultz.m2n0cofaao.fsf@ipsware.com>

Hey all...

I've been trying to figure out why I can no longer enter usernames in
the Admin CC/Requestor/CC fields in RT, but cannot figure it out... I
used to be able to, and now several upgrades and config changes later
I've realised that I can't. Does anyone know why? I don't want to have
to try and remember everyone's e-mail addresses, and I especially want
to be able to enter in a group name rather than a comma-seperated list
of 20 or 30 addresses.

Thanks

Brett.
-- 
If you mess with a thing long enough, it'll break.
		-- Schmidt


From rspier at pobox.com  Sun Sep 28 21:13:30 2003
From: rspier at pobox.com (Robert)
Date: Sun, 28 Sep 2003 18:13:30 -0700
Subject: [rt-users] RT starts munging attachments again
In-Reply-To: <20030926223608.GK30655@fsck.com>
References: <3F746A7E.8050409@yahoo.ca> <20030926223608.GK30655@fsck.com>
Message-ID: <3F77873A.9020905@pobox.com>

>>my /etc/sysconfig/i18n has LANG=en_US.
>>
>>Does apache do something at night to reset itself?  And if so, where 
>>does it pull its environment?  Should i recompile it?
> 
> 
> You might want to restart cron.

Or even use the big hammer and reboot the whole machine.  Apache 
shouldn't be stopping and restarting at night, although it depends on 
your particular setup.  And there would be evidence in the logs.

By restarting the machine, you'll clear out any old instances where LANG 
is set to a UTF8 mode.

-R





From auyongtc at hostsync.net  Mon Sep 29 08:39:34 2003
From: auyongtc at hostsync.net (Au Yong Tien Chee)
Date: Mon, 29 Sep 2003 20:39:34 +0800
Subject: [rt-users] RTFM - Users can't see articles
Message-ID: <000801c38686$c2698220$0202a8c0@auyongtcxp>

Hi all,

I'd like to know what permissions need to be set in order for my
unprivileged users to see the RTFM articles? I've already set Everybody to
SeeClass and ShowArticle, but still when I log in as a normal user (not
staff), I can't even see the RTFM tab on the left! :(

Best regards,
Au Yong




From hari at usva.artofliving.org  Mon Sep 29 09:35:48 2003
From: hari at usva.artofliving.org (Hariharan)
Date: Mon, 29 Sep 2003 09:35:48 -0400 (EDT)
Subject: [rt-users] Live support
Message-ID: <1899.129.33.49.251.1064842548.squirrel@webmail.artofliving.org>

Hello

I was wondering if anyone has tried to integrate RT with a live support
chat system like PHPLiveSupport, I checked out one from omnistar.com, but
they have an integrated support ticketing system and I dont want to move
to a new support ticketing system..

Thanks

Hari




From doogles at doogles.com  Mon Sep 29 11:11:20 2003
From: doogles at doogles.com (Jason A. Diegmueller)
Date: Mon, 29 Sep 2003 10:11:20 -0500 (CDT)
Subject: Resolved: Re: [rt-users] Unexpected results with Rights on new Queue
In-Reply-To: <Pine.LNX.4.44.0309271338100.4295-100000@money.doogles.com>
Message-ID: <Pine.LNX.4.44.0309291010260.17069-100000@money.doogles.com>

Sigh,

turns out the Group I was working with somehow got disabled.  Unlike Queues, 
disabled Groups still show up in the listing and I never thought twice about 
it.

Woops!

-j

> rt-users--
> 
> Feel like I'm asking a "newbie" questions, but I can't figure this out, so,
> 
> I am running RT 3.0.6 on perl 5.8.0.
> 
> I want to create another queue, specifically for one customer.  Anyone who 
> was on staff with this customer would have the ability to see and reply to 
> tickets.  As such, here's what I did:
> 
>  1. Created a new queue, support-customer
>  2. Created a new group, Customer Staff
>  3. Made two "test" Customer Staff Users, made them priv'd
>  4. Assigned the proper rights to the Group under the Queue's Group Rights 
>     (SeeQueue, CreateTicket, ShowTicket, ReplyToTicket, Watch)
>  5. Assigned the proper rights to the My Company Staff Group (SeeQueue, 
>     CreatTicket, CommentOnTicket, ReplyToTicket, ShowTicket, 
>     ShowTicketComments, StealTicket, Watch, WatchAsAdminCc)
> 
> Ironically, everything seems to be fine with the Customer Staff Group.  
> They can do everything I would expect.  My issues are with the My Company
> Staff users, they cannot see the new queue at all.
> 
> I have ensured the user I am logging in as is in the My Company Staff group.  
> If I add SeeQueue to "Everyone" then I can see the queue, but not see the
> tickets.  If I add ShowTickets to "Everyone" then I can see the tickets, as
> well.  It almost appears as if the fact that I have permissions set on the
> My Company Staff Group under the support-customer Queue are being ignored.
> 
> I am sure I am doing something stupid; does anyone see what it is?
> 
> I'll c/p some snippets below -- thanks for any help!
> 
> --
> Modify group rights for queue support-customer
> 
> System groups
> Everyone   
> Current rights
> No rights granted.
> 
> Privileged   
> Current rights
> No rights granted. 
>  
> Unprivileged   
> Current rights
> No rights granted. 
> --
> Editing membership for group My Company Staff
> Users 
>  jason (Jason A. Diegmueller) 
>  tobrien (Tim O'Brien) 
>  jedwards (Joe Edwards) 
> 
> Modify group rights for queue support-customer
> My Company Staff    
> Current rights
> (Check box to revoke right) 
>  OwnTicket
>  CreateTicket
>  CommentOnTicket
>  ReplyToTicket
>  SeeQueue
>  ShowTicket
>  ShowTicketComments
>  StealTicket
>  TakeTicket
>  Watch
>  WatchAsAdminCc
> 
> [logged in as jason]
> *NOTE: Cannot see the support-customer queue
> --
> Editing membership for group Customer Staff     
> Users 
>  fwilliams (Frank Williams)  
>  customertest2 (Customer Test User 2)
> 
> Customer Staff   Current rights
> (Check box to revoke right) 
>  Watch
>  ReplyToTicket
>  SeeQueue
>  CreateTicket
>  ShowTicket 
> 
> [logged in as frank]
> Current search criteria
> Queue = support-customer [delete]
> Found 1 ticket
> *NOTE: Ticket #9 displayed
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 jettmlists at clgw.net  Mon Sep 29 11:36:30 2003
From: jettmlists at clgw.net (Mike Jett)
Date: 29 Sep 2003 10:36:30 -0500
Subject: [rt-users] RT and Apache 2
Message-ID: <1064849790.12339.7.camel@65-71-218-6.clgw.net>

What's the status of RT and Apache 2?  I am running that combination on
a RH8 box and have the problem that has been discussed at length here
with Constants.pm.  The resolution I always see is to use Apache 1 and
modperl 1.

I really hate to say this, but I don't think Apache 2 is going away.  I
also don't think RT has enough of a user base to change the development
direction of Apache or ModPerl.  It would seem to me that we should be
addressing the issue and trying to move to current on Apache and
ModPerl.

I would be glad to do whatever as far as testing, etc., but I'm not a
perl programmer.  I would also really like to get off Bugzilla onto a
more feature rich RT, but it will be running on Apache 2/RH8.  When I
can do that, I'll move.

Thanks

MJ



From Samuel.Senoner at eurac.edu  Mon Sep 29 11:51:38 2003
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Mon, 29 Sep 2003 17:51:38 +0200
Subject: [rt-users] RTFM - Users can't see articles
Message-ID: <8ABC35686C73554691F3481C4023BE5EF171A3@abz01be.eurac.edu>

The tab is defined in the file Tabs, it is different for priviledgede
users and unpriviledged users, the unpriviledged users's tab is in
html/SelfService 
I haven't tried RTFM now, but this is what I can tell you about the
tabs.

Samuel


-----Original Message-----
From: Au Yong Tien Chee [mailto:auyongtc at hostsync.net] 
Sent: Monday,29 September,2003 14:40
To: rt-users at lists.fsck.com

Hi all,

I'd like to know what permissions need to be set in order for my
unprivileged users to see the RTFM articles? I've already set Everybody
to SeeClass and ShowArticle, but still when I log in as a normal user
(not staff), I can't even see the RTFM tab on the left! :(

Best regards,
Au Yong


_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 auyongtc at hostsync.net  Mon Sep 29 11:58:15 2003
From: auyongtc at hostsync.net (Au Yong Tien Chee)
Date: Mon, 29 Sep 2003 23:58:15 +0800
Subject: [rt-users] RTFM - Users can't see articles
In-Reply-To: <8ABC35686C73554691F3481C4023BE5EF171A3@abz01be.eurac.edu>
Message-ID: <000101c386a2$84115c20$0202a8c0@auyongtcxp>

But the thing is even if I can hack the SelfService tab, manually going to
http://rt-url/RTFM/index and http://rt-url/RTFM/Article/index.html (after
logging in as a normal user) doesn't show any articles - the entire page is
still the same as the main page for the normal user after login...

Anyway with RTFM deployment experience wanna talk about it?

-----Original Message-----
From: Senoner Samuel [mailto:Samuel.Senoner at eurac.edu] 
Sent: Monday, September 29, 2003 11:52 PM
To: Au Yong Tien Chee; rt-users at lists.fsck.com
Subject: RE: [rt-users] RTFM - Users can't see articles


The tab is defined in the file Tabs, it is different for priviledgede users
and unpriviledged users, the unpriviledged users's tab is in
html/SelfService 
I haven't tried RTFM now, but this is what I can tell you about the tabs.

Samuel


-----Original Message-----
From: Au Yong Tien Chee [mailto:auyongtc at hostsync.net] 
Sent: Monday,29 September,2003 14:40
To: rt-users at lists.fsck.com

Hi all,

I'd like to know what permissions need to be set in order for my
unprivileged users to see the RTFM articles? I've already set Everybody to
SeeClass and ShowArticle, but still when I log in as a normal user (not
staff), I can't even see the RTFM tab on the left! :(

Best regards,
Au Yong


_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 JDiaz at esabel.net  Mon Sep 29 12:03:16 2003
From: JDiaz at esabel.net (Jaime Diaz)
Date: Mon, 29 Sep 2003 13:03:16 -0300
Subject: [rt-users] RTFM - Users can't see articles
Message-ID: <3A54947595874945B59D87BAF4FC0BAA2A4972@svrmail001.esabel.com>

I was wondering the axact same thing.

-----Original Message-----
From: Au Yong Tien Chee [mailto:auyongtc at hostsync.net]
Sent: Lunes, 29 de Septiembre de 2003 12:58 p.m.
To: rt-users at lists.fsck.com
Subject: RE: [rt-users] RTFM - Users can't see articles


But the thing is even if I can hack the SelfService tab, manually going to
http://rt-url/RTFM/index and http://rt-url/RTFM/Article/index.html (after
logging in as a normal user) doesn't show any articles - the entire page is
still the same as the main page for the normal user after login...

Anyway with RTFM deployment experience wanna talk about it?

-----Original Message-----
From: Senoner Samuel [mailto:Samuel.Senoner at eurac.edu] 
Sent: Monday, September 29, 2003 11:52 PM
To: Au Yong Tien Chee; rt-users at lists.fsck.com
Subject: RE: [rt-users] RTFM - Users can't see articles


The tab is defined in the file Tabs, it is different for priviledgede users
and unpriviledged users, the unpriviledged users's tab is in
html/SelfService 
I haven't tried RTFM now, but this is what I can tell you about the tabs.

Samuel


-----Original Message-----
From: Au Yong Tien Chee [mailto:auyongtc at hostsync.net] 
Sent: Monday,29 September,2003 14:40
To: rt-users at lists.fsck.com

Hi all,

I'd like to know what permissions need to be set in order for my
unprivileged users to see the RTFM articles? I've already set Everybody to
SeeClass and ShowArticle, but still when I log in as a normal user (not
staff), I can't even see the RTFM tab on the left! :(

Best regards,
Au Yong


_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 khera at kcilink.com  Mon Sep 29 12:10:31 2003
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 29 Sep 2003 12:10:31 -0400
Subject: [rt-users] RT and Apache 2
In-Reply-To: <1064849790.12339.7.camel@65-71-218-6.clgw.net>
References: <1064849790.12339.7.camel@65-71-218-6.clgw.net>
Message-ID: <16248.22903.10130.183611@yertle.int.kciLink.com>

>>>>> "MJ" == Mike Jett <jettmlists at clgw.net> writes:

MJ> I really hate to say this, but I don't think Apache 2 is going away.  I
MJ> also don't think RT has enough of a user base to change the development
MJ> direction of Apache or ModPerl.  It would seem to me that we should be
MJ> addressing the issue and trying to move to current on Apache and
MJ> ModPerl.

RT works just fine with Apache2.  You just can't use it with mod_perl,
since mod_perl 2 has not been released.

If you want to help it progress along to release state, then join the
mod_perl developers list and start hacking.  Major improvements were
made just last week.

Another issue with apache2 and mod_perl is that the apache2 APIs have
not yet settled down, and mod_perl is very intimately integrated with
the server.  The moving target of apache2 is not helping mod_perl get
finished any faster.

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 bjoern.schulz at desy.de  Mon Sep 29 12:28:43 2003
From: bjoern.schulz at desy.de (Schulz, Bjoern)
Date: Mon, 29 Sep 2003 18:28:43 +0200
Subject: [rt-users] Problems with the statistic page installation
Message-ID: <5AF7BC8A6CDCD511880500508BB9E7E6438F73@ntmail.desy.de>

Hello!

I got big problems to install the statistic page. After installing, the
statistic
menue point appeared immediatly, but I don't get any graphics if I choose
one of the
statistic pages. For example if I try
TimeToResolve I got the following errors for the "Chart"-Url.
When I define the data array manually in Chart" it seems to work.

Bye!


System Suse8.2/Apache1.3.28/modperl1/RT3.06

System error
error:  	Can't call method "png" on an undefined value at
/opt/rt3/local/html/Statistics/TimeToResolve/Elements/Chart line 2.
context:  	
1:  	<%perl>
2:  	print $graph->plot(\@data)->$format();
3:  	$m->abort();
4:  	print "<em>";
5:  	print $#data+1 . " Plot Elements:</em><p>";
6:  	for (0..$#data) {
...  	
code stack:
/opt/rt3/local/html/Statistics/TimeToResolve/Elements/Chart:2
g /opt/rt3/share/html/autohandler:182
g

raw:
Can't call method "png" on an undefined value at
/opt/rt3/local/html/Statistics/TimeToResolve/Elements/Chart line 2.


Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line
131
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "png" on an
undefined value at 

/opt/rt3/local/html/Statistics/TimeToResolve/Elements/Chart line 2.^J')
called at /opt/rt3/local/html/Statistics/TimeToResolve/Elements/Chart 

line 2
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x965320
0)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm 

line 1074
eval {...}('HTML::Mason::Component::FileBased=HASH(0x9653200)') called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef) called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 760
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x
96517c0)') called at /opt/rt3/share/html/autohandler line 182
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x95250a
4)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm 

line 1069
eval {...}('HTML::Mason::Component::FileBased=HASH(0x95250a4)') called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, undef) called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338
eval {...}(undef, undef, undef) called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338
eval {...}(undef, undef, undef) called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 297
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x96517
c0)') called at 

/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134
eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x96517c0)') called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl
er=HASH(0x96517c0)') called at 

/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 792
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(
0x93393a8)', 'Apache=SCALAR(0x933bd8c)') called at 

/opt/rt3/bin/webmux.pl line 135
eval {...}('HTML::Mason::ApacheHandler=HASH(0x93393a8)',
'Apache=SCALAR(0x933bd8c)') called at /opt/rt3/bin/webmux.pl line 135
RT::Mason::handler('Apache=SCALAR(0x933bd8c)') called at /dev/null line 0
eval {...}('Apache=SCALAR(0x933bd8c)') calle


From myk_lists at yahoo.ca  Mon Sep 29 12:58:58 2003
From: myk_lists at yahoo.ca (Mike White)
Date: Mon, 29 Sep 2003 09:58:58 -0700
Subject: [rt-users] attachments not sent on reply..
In-Reply-To: <Pine.NEB.4.44.0309261621160.4828-100000@slick.sigje.org>
References: <Pine.NEB.4.44.0309261621160.4828-100000@slick.sigje.org>
Message-ID: <3F7864D2.3030509@yahoo.ca>

Are you using RT2?  Use NotifyWithAttachments from the contrib area.  I 
recently ported it to RT3, but i'm having a few problems.  (I posted to 
this list last week)


Alan Horn wrote:
 > We have the following script setup on a queue :
 >
 > OnCorrespond NotifyRequestors with template Correspondence
 >
 > When you reply to a ticket, and attach a file to that reply, it goes into
 > the case, but doesn't go out to the requestor.
 >
 > I assume this has something to do with the template I'm using. Has anyone
 > successfully set up anything like this ?




From rt-list at enticedbylife.com  Mon Sep 29 13:33:48 2003
From: rt-list at enticedbylife.com (Matt)
Date: Mon, 29 Sep 2003 12:33:48 -0500 (CDT)
Subject: [rt-users] (no subject)
Message-ID: <Pine.LNX.4.44.0309291230490.6445-100000@server.enticedbylife.com>

I'm using RT 3.0.5 and Red Hat 9.  I had to delete all of red hats stuff 
and compile everything manually.  It was up and running great for about 24 
hours and now I get this weird error in my /var/log/maillog and no mail is 
going to my rt queue.

Sep 29 11:55:08 server sendmail[6182]: h8TGt7lQ006182: 
from=<matt at shreve.net>, size=568, class=0, nrcpts=1, msg
id=<3F7862E3.6010700 at shreve.net>, proto=ESMTP, daemon=MTA, 
relay=server.netjam.net [207.254.222.206]
Sep 29 11:55:08 server spamd[6169]: connection from localhost.localdomain 
[127.0.0.1] at port 33184 
Sep 29 11:55:08 server spamd[6185]: info: setuid to root succeeded 
Sep 29 11:55:08 server spamd[6185]: Still running as root: user not 
specified with -u, not found, or set to roo
t.  Fall back to nobody. 
Sep 29 11:55:08 server spamd[6185]: processing message 
<3F7862E3.6010700 at shreve.net> for root:99. 
Sep 29 11:55:39 server spamd[6185]: clean message (-0.1/5.0) for root:99 
in 31.5 seconds, 760 bytes. 
Sep 29 11:55:39 server sendmail[6182]: h8TGt7lQ006182: Milter add: header: 
X-Spam-Status: No, hits=-0.1 require
d=5.0\n\ttests=USER_AGENT_MOZILLA_UA,X_ACCEPT_LANG\n\tversion=2.55
Sep 29 11:55:39 server sendmail[6182]: h8TGt7lQ006182: Milter add: header: 
X-Spam-Checker-Version: SpamAssassin
 2.55 (1.174.2.19-2003-05-19-exp)Sep 29 11:55:40 server sendmail[6186]: 
h8TGt7lQ006182: 
to="|/opt/rt3/bin/rt-mailgate --queue general --action c
orrespond --url http://localhost/", ctladdr=<rt at enticedbylife.com> (8/0), 
delay=00:00:33, xdelay=00:00:01, mail
er=prog, pri=30946, dsn=4.0.0, stat=Deferred: prog mailer 
(/usr/sbin/smrsh) exited with EX_TEMPFAIL



From rt at linuxguy.com  Mon Sep 29 13:33:10 2003
From: rt at linuxguy.com (Walt Reed)
Date: Mon, 29 Sep 2003 13:33:10 -0400
Subject: [rt-users] More Debugging (was First time install - can't login)
In-Reply-To: <20030926190708.GA26529@hubinternet.com>
References: <20030926132535.GA25348@hubinternet.com> <20030926173419.GA26162@hubinternet.com> <20030926190708.GA26529@hubinternet.com>
Message-ID: <20030929173310.GE1537@hubinternet.com>

On Fri, Sep 26, 2003 at 03:07:08PM -0400, Walt Reed said:
> On Fri, Sep 26, 2003 at 01:34:19PM -0400, Walt Reed said:
> > On Fri, Sep 26, 2003 at 09:25:35AM -0400, Walt Reed said:
> > > I installed RT (3.0.6) for the first time on RedHat 8, Mysql 4.0.14, modperl1,
> > > etc. The configure and setup went flawless. 
> > > 
> > > Only problem: can't login to the system with "root" and the default
> > > password of "password". It just returns me to the login screen.
> > > 
> > > I don't get any error messages in any log files (apache, syslog, or the
> > > RT log file) 
> It seems that in "autohandler", the values for $user and $pass are Never
> set.

Someone gave me a suggestion offlist to change the POST to a GET, but
that didn't help either.

More info about my environment: mod_perl 1.28 compiled in (NOT a DS0)
apache 1.3.28, perl 5.8.0

I added a loop to dump %ARGS at the head of autohandler, and it's always empty.
SOMETHING seems to be broken somewhere.

The mason environment works fine with another application. In fact,
Mason / mod_perl fans can check out http://www.knowledgeplex.org/, it's
a fully dynamic site based on mod_perl, mason, mysql, on linux.




From michael at ptgrey.com  Mon Sep 29 13:49:26 2003
From: michael at ptgrey.com (Michael Gibbons)
Date: Mon, 29 Sep 2003 10:49:26 -0700
Subject: [rt-users] RT 3.0.5 "Next" and "Previous" buttons sometimes not displayed
Message-ID: <3F7870A6.5030800@ptgrey.com>

We've recently upgraded from RT 2 to RT v3.0.5 and every once in a while 
the "Next", "Previous", "First" and "Last" buttons aren't displayed on 
the ticket Display screen. There doesn't seem to be any reason for this 
happening. I'm using Mozilla 1.4.



Any ideas?

Thanks,
Mike Gibbons


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From checkpoint at ozbergs.com  Mon Sep 29 14:08:17 2003
From: checkpoint at ozbergs.com (Stevo)
Date: Mon, 29 Sep 2003 11:08:17 -0700
Subject: [rt-users] RT 3.0.5 "Next" and "Previous" buttons sometimes not displayed
References: <3F7870A6.5030800@ptgrey.com>
Message-ID: <0cce01c386b4$a95d38c0$0a02010a@renditionnetworks.com>

I also saw something strange after I upgraded from RT2.0.15 to 3.0.6.  When I look at the tickets window RT says there are 23 tickets that match the search but only 19 tickets are actually listed...  

Is this an upgrade bug or a 3.0.6 bug??

Stevo

  ----- Original Message ----- 
  From: Michael Gibbons 
  To: rt-users at lists.fsck.com 
  Sent: Monday, September 29, 2003 10:49 AM
  Subject: [rt-users] RT 3.0.5 "Next" and "Previous" buttons sometimes not displayed


  We've recently upgraded from RT 2 to RT v3.0.5 and every once in a while the "Next", "Previous", "First" and "Last" buttons aren't displayed on the ticket Display screen. There doesn't seem to be any reason for this happening. I'm using Mozilla 1.4.



  Any ideas?

  Thanks,
  Mike Gibbons


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From rt at linuxguy.com  Mon Sep 29 15:28:51 2003
From: rt at linuxguy.com (Walt Reed)
Date: Mon, 29 Sep 2003 15:28:51 -0400
Subject: [rt-users] Partial success (was First time install - can't login)
In-Reply-To: <20030929173310.GE1537@hubinternet.com>
References: <20030926132535.GA25348@hubinternet.com> <20030926173419.GA26162@hubinternet.com> <20030926190708.GA26529@hubinternet.com> <20030929173310.GE1537@hubinternet.com>
Message-ID: <20030929192851.GA2466@hubinternet.com>

On Mon, Sep 29, 2003 at 01:33:10PM -0400, Walt Reed said:
> On Fri, Sep 26, 2003 at 03:07:08PM -0400, Walt Reed said:
> > On Fri, Sep 26, 2003 at 01:34:19PM -0400, Walt Reed said:
> > > On Fri, Sep 26, 2003 at 09:25:35AM -0400, Walt Reed said:
> > > > I installed RT (3.0.6) for the first time on RedHat 8, Mysql 4.0.14, modperl1,
> > > > etc. The configure and setup went flawless. 
> > > > 
> > > > Only problem: can't login to the system with "root" and the default
> > > > password of "password". It just returns me to the login screen.
> > > > 
> > > > I don't get any error messages in any log files (apache, syslog, or the
> > > > RT log file) 
> > It seems that in "autohandler", the values for $user and $pass are Never
> > set.
> 
> I added a loop to dump %ARGS at the head of autohandler, and it's always empty.
> SOMETHING seems to be broken somewhere.

In lib/RT/Interface/Web.pm it was setting args_method to "CGI" instead
of "mod_perl".  I don't know why.  But since we have mod_perl installed
and working, changing this made it work ok.  This variable
determines how Mason will try to parse arguments from the environment.

However, this is only a partial fix. It now allows me to login, but
requires a login for every page. It doesn't seem to remember the login
during a session.





From request_tracker at acerhomes.com  Tue Sep 30 05:06:02 2003
From: request_tracker at acerhomes.com (Rommie)
Date: Tue, 30 Sep 2003 09:06:02 -0000 (UTC)
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
In-Reply-To: <2406.177.177.177.222.1064599949.squirrel@_default_>
References: <3590.177.177.177.222.1063896218.squirrel@_default_>
        <2406.177.177.177.222.1064599949.squirrel@_default_>
Message-ID: <4722.177.177.177.222.1064912762.squirrel@_default_>

I solved this already. You need to put this on httpd.conf

 AddHandler fastcgi-script fcgi
 FastCgiIpcDir /var/log/httpd/fastcgi
 FastCgiServer /usr/local/rt/bin/mason_handler.fcgi -idle-timeout 3600
 Alias /NoAuth/images /usr/local/rt/share/html/NoAuth/images/
 ScriptAlias / /usr/local/rt/bin/mason_handler.fcgi/

FastCgiIpcDir directs mod_fastcgi where it will put sockets and lock files.
Then you need to chown to apache or www  all httpd
log directories including parents and chmod to 777.

Then you always need to check httpd error log for other permission error.

If you got this error 'Can't do setuid', just install perl-suidperl RPM
which available from your RH9 CD or website.

That's it.  Then you should be able to see your first login screen.

I am about to configure my email and users list.

---rommie


> Ohh...again..what is this?
>
> My web browser produced an Internal Server Error then I checked the
> error log and I found it consistently/repeatedly producing this error.
>
> [Fri Sep 26 17:39:03 2003] [crit] (13)Permission denied: FastCGI: can't
> create server "/usr/local/rt/bin/mason_handler.fcgi": bind() failed
> [/etc/httpd/logs/fastcgi/f0fbdc528b6cf761a517e935bb97072f]
> [Fri Sep 26 17:39:04 2003] [crit] (13)Permission denied: FastCGI: can't
> create server "/usr/local/rt/bin/mason_handler.fcgi": bind() failed
> [/etc/httpd/logs/fastcgi/f0fbdc528b6cf761a517e935bb97072f]
>
> I checked again the mailinglist and I found this unanswered thread
>
> ----------------------------
> Hi,
>
> i just installed rt3.01 with fastcgi under apache 1.3.27. Dependencies
> are all ok. But now i always get this error log:
>
> [Mon Apr 28 13:26:28 2003] [error] [client 217.226.24.115]
> (13)Permission denied: FastCGI: failed to connect to server
> "/opt/rt3/bin/mason_handler.fcgi": connect() failed
> [Mon Apr 28 13:26:29 2003] [crit] (13)Permission denied: FastCGI: can't
> create server "/opt/rt3/bin/mason_handler.fcgi": bind
> () failed
> [/usr/local/apache/logs/fastcgi/362fab4db3d651b6d082c0358ebb4d83]
>
> I tried to change group and user of different directories but nothing
> helped. Please help!!!
>
> Thank you very much!
>
> Manuel Bernardy
> --------------------------------------------
>
> I re-checked my httpd.conf with this entry for any incorrect syntax
>
> NameVirtualHost 10.0.0.10
>
> <VirtualHost 10.0.0.10>
>         ServerAdmin request_tracker at acerhomes.com
>         ServerName file.acerhomes.com
>         DocumentRoot "/usr/local/rt/share/html"
>         AddDefaultCharset UTF-8
>
>         <IfModule mod_fastcgi.c>
>                 AddHandler fastcgi-script fcgi
>                 FastCgiServer /usr/local/rt/bin/mason_handler.fcgi
> -idle-timeout 3600
>                 Alias /NoAuth/images
> /usr/local/rt/share/html/NoAuth/images/ ScriptAlias /
> /usr/local/rt/bin/mason_handler.fcgi/
>         </IfModule>
> </VirtualHost>
>
>
>
> But it seems it started without an error.
> My current setup is httpd-2.0.40-21.5 (RPM) and mod_fastcgi-2.4.0
>
> Needed your help again!
>
> ---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 dhageman at eecs.ku.edu  Mon Sep 29 10:18:46 2003
From: dhageman at eecs.ku.edu (D. Hageman)
Date: Mon, 29 Sep 2003 09:18:46 -0500 (CDT)
Subject: [rt-users] RT and Apache 2
In-Reply-To: <16248.22903.10130.183611@yertle.int.kciLink.com>
References: <1064849790.12339.7.camel@65-71-218-6.clgw.net>
 <16248.22903.10130.183611@yertle.int.kciLink.com>
Message-ID: <Pine.LNX.4.58.0309290916080.1567@moko.dracken.com>

On Mon, 29 Sep 2003, Vivek Khera wrote:

> >>>>> "MJ" == Mike Jett <jettmlists at clgw.net> writes:
> 
> MJ> I really hate to say this, but I don't think Apache 2 is going away.  I
> MJ> also don't think RT has enough of a user base to change the development
> MJ> direction of Apache or ModPerl.  It would seem to me that we should be
> MJ> addressing the issue and trying to move to current on Apache and
> MJ> ModPerl.
> 
> RT works just fine with Apache2.  You just can't use it with mod_perl,
> since mod_perl 2 has not been released.

Incorrect on using it with mod_perl 2 part ...  I am using RT 3 under 
Apache2 and mod_perl 1.99 for some time now.  The code works just fine 
using the compatbility mode.

//========================================================\\
||  D. Hageman                    <dhageman at eecs.ku.edu>  ||
||  Information Specialist        3042 Eaton Hall         ||
||  Phone: 785.864.3923                                   ||
\\========================================================//


From hwagener at hamburg.fcb.com  Tue Sep 30 03:09:13 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Tue, 30 Sep 2003 09:09:13 +0200
Subject: [rt-users] Problems with the statistic page installation
In-Reply-To: <5AF7BC8A6CDCD511880500508BB9E7E6438F73@ntmail.desy.de>
References: <5AF7BC8A6CDCD511880500508BB9E7E6438F73@ntmail.desy.de>
Message-ID: <FED90485-F314-11D7-AF28-003065DC18B8@hamburg.fcb.com>

On 29.09.2003, at 18:28, Schulz, Bjoern wrote:

> Hello!
>
> I got big problems to install the statistic page. After installing, the
> statistic
> menue point appeared immediatly, but I don't get any graphics if I 
> choose
> one of the
> statistic pages. For example if I try
> TimeToResolve I got the following errors for the "Chart"-Url.
> When I define the data array manually in Chart" it seems to work.
>
> Bye!
>
>
> System Suse8.2/Apache1.3.28/modperl1/RT3.06

What are Your versions of perl, gdlib, GD::Graph? Can You send me a 
copy of the URL string that is falsely generated.

What are the names of Your queues?


>
> System error
> error:  	Can't call method "png" on an undefined value at
> /opt/rt3/local/html/Statistics/TimeToResolve/Elements/Chart line 2.
> context:  	
> 1:  	<%perl>
> 2:  	print $graph->plot(\@data)->$format();
> 3:  	$m->abort();
> 4:  	print "<em>";
> 5:  	print $#data+1 . " Plot Elements:</em><p>";
> 6:  	for (0..$#data) {

mental note: remove debug statements before releasing...


> ...  	
> code stack:
> /opt/rt3/local/html/Statistics/TimeToResolve/Elements/Chart:2
> g /opt/rt3/share/html/autohandler:182
> g
>
> raw:
> Can't call method "png" on an undefined value at
> /opt/rt3/local/html/Statistics/TimeToResolve/Elements/Chart line 2.
>
>
> Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm 
> line
> 131
> HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "png" 
> on an
> undefined value at
>
> /opt/rt3/local/html/Statistics/TimeToResolve/Elements/Chart line 2.^J')
                                                                     
^^^^^


Where does this control character come from?

[snip]

Regards,
     Harald



From cubic at acronis.ru  Tue Sep 30 04:29:34 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Tue, 30 Sep 2003 12:29:34 +0400
Subject: [rt-users] RT 3.0.5 "Next" and "Previous" buttons sometimes not
 displayed
In-Reply-To: <0cce01c386b4$a95d38c0$0a02010a@renditionnetworks.com>
References: <3F7870A6.5030800@ptgrey.com> <0cce01c386b4$a95d38c0$0a02010a@renditionnetworks.com>
Message-ID: <3F793EEE.9000302@acronis.ru>

Stevo wrote:

> I also saw something strange after I upgraded from RT2.0.15 to 3.0.6.  
> When I look at the tickets window RT says there are 23 tickets that 
> match the search but only 19 tickets are actually listed... 
>  
> Is this an upgrade bug or a 3.0.6 bug??

It's known miss feature. 4 Tickets match your search but are Dead thus 
don't display.




From cubic at acronis.ru  Tue Sep 30 04:36:05 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Tue, 30 Sep 2003 12:36:05 +0400
Subject: [rt-users] attachments not sent on reply..
In-Reply-To: <3F7864D2.3030509@yahoo.ca>
References: <Pine.NEB.4.44.0309261621160.4828-100000@slick.sigje.org> <3F7864D2.3030509@yahoo.ca>
Message-ID: <3F794075.8070805@acronis.ru>

But if you at RT3 you don't need any ports it's hardcoded in RT. You 
just have to add one line in your template header:
RT-Attach-Message: Yes

But don't forget to leave one empty line after header.

Mike White wrote:

>
> Are you using RT2?  Use NotifyWithAttachments from the contrib area.  
> I recently ported it to RT3, but i'm having a few problems.  (I posted 
> to this list last week)
>
>
> Alan Horn wrote:
> > We have the following script setup on a queue :
> >
> > OnCorrespond NotifyRequestors with template Correspondence
> >
> > When you reply to a ticket, and attach a file to that reply, it goes 
> into
> > the case, but doesn't go out to the requestor.
> >
> > I assume this has something to do with the template I'm using. Has 
> anyone
> > successfully set up anything like this ?
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm





From danie.marais at attix5.com  Tue Sep 30 05:32:27 2003
From: danie.marais at attix5.com (Danie Marais)
Date: Tue, 30 Sep 2003 11:32:27 +0200
Subject: [rt-users] RTFM, lines in article do not wrap (RTFM 2.0.0)
Message-ID: <012301c38735$c3a235b0$0a14a8c0@danie>

Hi,

I have just installed RTFM 2.0.0 and RT3.0.6 as released 26 May and got
everything working.  I have created a custom field called 'body' and it is a
TextSingle field.

I created an article by pasting a long paragraph into the text box.  It did
not contain any line breaks.  When I view the article now, it displays the
whole paragraph in one line and I have to scroll far to the right to read
the whole thing.

One solution is to manually add line breaks everywhere but it is a lot of
effort.  Any ideas?

Thanks,
Danie



From Samuel.Senoner at eurac.edu  Tue Sep 30 05:35:53 2003
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Tue, 30 Sep 2003 11:35:53 +0200
Subject: [rt-users] Spam Issue
Message-ID: <8ABC35686C73554691F3481C4023BE5EF171C7@abz01be.eurac.edu>

Have someone looked at EmailParser.pm, the  CheckForSuspiciousSender sub, it seems interessant, because it should block mails from postmaster, or mailer-daemon, also a sub  CheckForAutoGenerated is there. This is still need for a better algorithm.
Has someone an idea or a patch for this? I think this whould be a tidy solution.

Samuel


-----Original Message-----
From: Harald Wagener [mailto:hwagener at hamburg.fcb.com] 
Sent: Friday,26 September,2003 10:34
To: David Bauman
Cc: rt-users at lists.fsck.com


On 25.09.2003, at 20:24, David Bauman wrote:

> Greetings,
> ?
> I am somewhat new to RT.? We are having issues where spam is killing 
> one of our queues.? Is there a way to validate an email ticket before 
> it is actually entered into the RT queue?
>
>
> Thanks,
> ?

There is none built into RT. But this lost or rt-devel had a discussion about spam prevention using procmail recently (with example solutions, one by Jesse). Please recheck the archives for details.

Regards,
     Harald

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

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




From rt at linuxguy.com  Tue Sep 30 05:47:08 2003
From: rt at linuxguy.com (Walt Reed)
Date: Tue, 30 Sep 2003 05:47:08 -0400
Subject: [rt-users] Complete success (was First time install - can't login)
In-Reply-To: <20030929192851.GA2466@hubinternet.com>
References: <20030926132535.GA25348@hubinternet.com> <20030926173419.GA26162@hubinternet.com> <20030926190708.GA26529@hubinternet.com> <20030929173310.GE1537@hubinternet.com> <20030929192851.GA2466@hubinternet.com>
Message-ID: <20030930094708.GA4173@hubinternet.com>

On Mon, Sep 29, 2003 at 03:28:51PM -0400, Walt Reed said:
> On Mon, Sep 29, 2003 at 01:33:10PM -0400, Walt Reed said:
> > On Fri, Sep 26, 2003 at 03:07:08PM -0400, Walt Reed said:
> > > On Fri, Sep 26, 2003 at 01:34:19PM -0400, Walt Reed said:
> > > > On Fri, Sep 26, 2003 at 09:25:35AM -0400, Walt Reed said:
> > > > > I installed RT (3.0.6) for the first time on RedHat 8, Mysql 4.0.14, modperl1,
> > > > > etc. The configure and setup went flawless. 
> > > > > 
> > > > > Only problem: can't login to the system with "root" and the default
> > > > > password of "password". It just returns me to the login screen.
> > > > > 
> > > > > I don't get any error messages in any log files (apache, syslog, or the
> > > > > RT log file) 
> > > It seems that in "autohandler", the values for $user and $pass are Never
> > > set.
> > 
> > I added a loop to dump %ARGS at the head of autohandler, and it's always empty.
> > SOMETHING seems to be broken somewhere.
> 
> In lib/RT/Interface/Web.pm it was setting args_method to "CGI" instead
> of "mod_perl".  I don't know why.  But since we have mod_perl installed
> and working, changing this made it work ok.  This variable
> determines how Mason will try to parse arguments from the environment.
> 
> However, this is only a partial fix. It now allows me to login, but
> requires a login for every page. It doesn't seem to remember the login
> during a session.

OK, I solved this problem. There is a bug is cookie handling, possibly
related to changing the argument method from CGI to mod_perl.

In: share/html/Elements/SetupSessionCookie, change the line near the top
of the file that reads:
my %cookies = CGI::Cookie->fetch();
to:
my %cookies = parse CGI::Cookie($r->header_in('Cookie'));

Hopefully this helps the next person who runs into this problem.

The RT faq could use some help, and the install docs are pretty weak.


From perreal at lyon.cemagref.fr  Tue Sep 30 06:04:06 2003
From: perreal at lyon.cemagref.fr (=?ISO-8859-1?Q?Guillaume_Perr=E9al?=)
Date: Tue, 30 Sep 2003 12:04:06 +0200
Subject: [rt-users] Good Instruction for RT3 + Apache2 + FastCGI + MYSQL
In-Reply-To: <4722.177.177.177.222.1064912762.squirrel@_default_>
References: <3590.177.177.177.222.1063896218.squirrel@_default_> <2406.177.177.177.222.1064599949.squirrel@_default_> <4722.177.177.177.222.1064912762.squirrel@_default_>
Message-ID: <3F795516.7020909@lyon.cemagref.fr>


Rommie a ?crit :

>I solved this already. You need to put this on httpd.conf
>
> AddHandler fastcgi-script fcgi
> FastCgiIpcDir /var/log/httpd/fastcgi
> FastCgiServer /usr/local/rt/bin/mason_handler.fcgi -idle-timeout 3600
> Alias /NoAuth/images /usr/local/rt/share/html/NoAuth/images/
> ScriptAlias / /usr/local/rt/bin/mason_handler.fcgi/
>
>FastCgiIpcDir directs mod_fastcgi where it will put sockets and lock files.
>Then you need to chown to apache or www  all httpd
>log directories including parents and chmod to 777.
>
That might be ok for testing but I woudln't recommend these settings for 
a production server as chmod'ing log directory to 777 might be a *big* 
security (and confidentiality) hole.

Another way is to put fastcgi sockets and files in another directory. 
For example :

In httpd.conf:

FastCgiIpcDir   /var/run/httpd/fastcgi

Create the directories before (re)starting Apache :

mkdir -p /var/run/httpd/fastcgi
chown -R apache:apache /var/run/httpd
chmod 700 -R /var/run/httpd

This way you keep secure log directories and fastcgi ones...

-- 
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 request_tracker at acerhomes.com  Tue Sep 30 14:15:52 2003
From: request_tracker at acerhomes.com (Rommie)
Date: Tue, 30 Sep 2003 18:15:52 -0000 (UTC)
Subject: [rt-users] QMail setup
Message-ID: <3552.177.177.177.222.1064945752.squirrel@_default_>

I'm just successfully installed RT3.0.5 with RH9 + Postgres + FastCGI +
Apache2.  Currently it works fine except for some minor problems (httpd
log error).

I installed it in a one of local linux machine with Sendmail (private IP
setup) because I will use this for our intranet then I have another linux
machine where our Qmail mail server is running (with public IP).


Generally my question is what should I do for this kind of setup?

Right now what happen the requestor can received email from RT but RT can
not pick up email from requestor (comments, etc.).  Why the domain name is
still @localhost.localdomain from the email address coming from RT?



---rommie




From rt at linuxguy.com  Tue Sep 30 06:21:52 2003
From: rt at linuxguy.com (Walt Reed)
Date: Tue, 30 Sep 2003 06:21:52 -0400
Subject: [rt-users] Re: Argh! Not Complete success (was First time install - can't login)
In-Reply-To: <20030930094708.GA4173@hubinternet.com>
References: <20030926132535.GA25348@hubinternet.com> <20030926173419.GA26162@hubinternet.com> <20030926190708.GA26529@hubinternet.com> <20030929173310.GE1537@hubinternet.com> <20030929192851.GA2466@hubinternet.com> <20030930094708.GA4173@hubinternet.com>
Message-ID: <20030930102152.GA4298@hubinternet.com>

On Tue, Sep 30, 2003 at 05:47:08AM -0400, Walt Reed said:
> > > > > > I installed RT (3.0.6) for the first time on RedHat 8, Mysql 4.0.14, modperl1,
> > > > > > etc. The configure and setup went flawless. 
> > > > > > 
> > > > > > Only problem: can't login to the system with "root" and the default
> > > > > > password of "password". It just returns me to the login screen.
> > > > > > 
> > > > > > I don't get any error messages in any log files (apache, syslog, or the
> > > > > > RT log file) 
> > > > It seems that in "autohandler", the values for $user and $pass are Never
> > > > set.
> > > 
> > > I added a loop to dump %ARGS at the head of autohandler, and it's always empty.
> > > SOMETHING seems to be broken somewhere.
> > 
> > In lib/RT/Interface/Web.pm it was setting args_method to "CGI" instead
> > of "mod_perl".  I don't know why.  But since we have mod_perl installed
> > and working, changing this made it work ok.  This variable
> > determines how Mason will try to parse arguments from the environment.
> > 
> > However, this is only a partial fix. It now allows me to login, but
> > requires a login for every page. It doesn't seem to remember the login
> > during a session.

OK, I found out that other parts of the code REQUIRE args_method to be
CGI and NOT mod_perl. The problem seems to be that the CGI object is not
getting initialized properly, so none of the setups for cookies,
arguments, or anything is getting done. Can someone familiar with the
code please clue me in on where that is done??


From einar.fagertun at cc.uit.no  Tue Sep 30 07:34:35 2003
From: einar.fagertun at cc.uit.no (Einar Fagertun)
Date: Tue, 30 Sep 2003 13:34:35 +0200
Subject: [rt-users] internal ticket error.
Message-ID: <F4E6A3D75FACE94C8FB3D4905B9A80F630135F@EDENEVS1.asp.ad.uit.no>

Does anyone recognise this error and what causes it?

It occurs on some tickets when u try to open them (It shows the error message below rather than the content of the ticket)

Line 187 is marked red in the errormessage 

-----------------------------Error------------------------------------------------------------

System error

error:  Internal Error () on 'dvs det skj??rer seg ikke bare p?? importerte meldinger. Jeg kan alts?' at /usr/lib/perl5/site_perl/5.8.0/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/5.8.0/Text/Quoted.pm:187
/usr/lib/perl5/site_perl/5.8.0/Text/Quoted.pm:63
/opt/rt3/share/html/Ticket/Elements/ShowTransaction:62
/opt/rt3/share/html/Ticket/Elements/ShowHistory:65
/opt/rt3/share/html/Ticket/Display.html:37
/opt/rt3/share/html/autohandler:182
 
raw error

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

Sincerily
Einar Fagertun


From cubic at acronis.ru  Tue Sep 30 07:49:45 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Tue, 30 Sep 2003 15:49:45 +0400
Subject: [rt-users] internal ticket error.
In-Reply-To: <F4E6A3D75FACE94C8FB3D4905B9A80F630135F@EDENEVS1.asp.ad.uit.no>
References: <F4E6A3D75FACE94C8FB3D4905B9A80F630135F@EDENEVS1.asp.ad.uit.no>
Message-ID: <3F796DD9.70607@acronis.ru>

Einar Fagertun wrote:

>Does anyone recognise this error and what causes it?
>
>It occurs on some tickets when u try to open them (It shows the error message below rather than the content of the ticket)
>
>Line 187 is marked red in the errormessage 
>
>-----------------------------Error------------------------------------------------------------
>
>System error
>
>error:  Internal Error () on 'dvs det skj??rer seg ikke bare p?? importerte meldinger. Jeg kan alts?' at /usr/lib/perl5/site_perl/5.8.0/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/5.8.0/Text/Quoted.pm:187
>/usr/lib/perl5/site_perl/5.8.0/Text/Quoted.pm:63
>/opt/rt3/share/html/Ticket/Elements/ShowTransaction:62
>/opt/rt3/share/html/Ticket/Elements/ShowHistory:65
>/opt/rt3/share/html/Ticket/Display.html:37
>/opt/rt3/share/html/autohandler:182
> 
>raw error
>
>  
>
It's an perl or Qouted.pm bug. On some text this s///; operator return 
false, but in fact there is no error.
You could change Quoted.pm like this:

187: s/([ \t]*)(.*?)(\s*)$//;
188: die "Internal Error ($@) on '$_'" if ($@); 

I don't remember have I send bugreport somewhere...
        Best regards. Ruslan.




From contact at realcarbonneau.com  Tue Sep 30 07:58:44 2003
From: contact at realcarbonneau.com (Real Carbonneau)
Date: Tue, 30 Sep 2003 07:58:44 -0400
Subject: [rt-users] Uploading Files in a reply for an upriviledged user is
 not working
In-Reply-To: <036c01c38491$82e95540$6401a8c0@main>
Message-ID: <011301c3874a$35e3d840$6401a8c0@main>

Hi All,

Even with the SuperUser right assigned to the unprivileged system group, an
unprivileged user still cannot add an attachment to a ticket when doing a
reply in RT self service.  The attachment just disappears.  So the problem
must not be related to rights.

Is this a bug?  Others on this mailing must have unprivileged users that are
creating attachments through the RT Self Service?

Any help would be appreciated.

RT 3.0.5

Thanks in advance,
R?al Carbonneau

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Real Carbonneau
Sent: Friday, September 26, 2003 8:52 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Uploading Files in a reply for an upriviledged user is
not working

Hi,

When I try to upload a file as an unprivileged (non-staff) user when doing a
reply in RT Self Service the attachment does not get attached to the ticket

These are the following rights that affect the unprivileged (non-staff) user
Global -> Group Rights -> System Group -> Unprivileged: CreateTicket,
SeeQueue
Global -> Group Rights -> Roles -> Requestor: Reply to Ticket, Show Ticket

Other Notes:
-The Unprivileged (non-staff) user can create a ticket and attach a document
and this works correctly, he can also see and download this attachment after
is has been posted.
-In the case of the failing attachment when replying, even if a super user
views the ticket to which the attachment should have been uploaded, there is
no attachment, so it really is not getting attached.

Is this an issue with my security settings, or with the way I am using it?
A problem with the installation?
A problem with RT?

RT 3.0.5
RH9
Apache 1.3.28 Static Compiled 
mod_perl-1.28

Thanks in advance,
Real




_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 bmdeschenes at ubi.com  Tue Sep 30 09:38:18 2003
From: bmdeschenes at ubi.com (Boris-Michel Deschenes)
Date: Tue, 30 Sep 2003 09:38:18 -0400
Subject: [rt-users] automatically including initial requestor email's CCs as CCs for
 the whole RT process.
Message-ID: <2E17AC0ED12EA54F9BEF813457413A640154764D@srvmail1-mtl.montreal.ubisoft.org>

Here is what I need to do (in case the subject line is not too clear):

When a requestor sends a request to my RT queue with additional people as
CC, I would like RT to include all those CCs in all further correspondence
(from the "your request has been approved" message all the way to "you
request has been resolved").  The way I see it, RT needs to analyze the
requestor's email header, find the CC: field and add the names from the
email's CC to the CC of the queue, or something like that...

Anyone ever thought about doing this, is it possible? I know RT is pretty
flexible but can we go this far? =)

Any ideas/comments are welcome. Thank you.

Boris


From jesse at bestpractical.com  Tue Sep 30 09:45:45 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 30 Sep 2003 09:45:45 -0400
Subject: [rt-users] automatically including initial requestor email's CCs as CCs for the whole RT process.
In-Reply-To: <2E17AC0ED12EA54F9BEF813457413A640154764D@srvmail1-mtl.montreal.ubisoft.org>
References: <2E17AC0ED12EA54F9BEF813457413A640154764D@srvmail1-mtl.montreal.ubisoft.org>
Message-ID: <20030930134545.GB30655@fsck.com>



On Tue, Sep 30, 2003 at 09:38:18AM -0400, Boris-Michel Deschenes wrote:
> 
> Here is what I need to do (in case the subject line is not too clear):
> 
> When a requestor sends a request to my RT queue with additional people as
> CC, I would like RT to include all those CCs in all further correspondence
> (from the "your request has been approved" message all the way to "you
> request has been resolved").  The way I see it, RT needs to analyze the
> requestor's email header, find the CC: field and add the names from the
> email's CC to the CC of the queue, or something like that...
> 
> Anyone ever thought about doing this, is it possible? I know RT is pretty
> flexible but can we go this far? =)
> 
> Any ideas/comments are welcome. Thank you.

You might want to read through RT's configuration file, paying
particular attention to ParseNewMessageForTicketCcs.

	Jesse


> 
> Boris
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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  Tue Sep 30 10:24:05 2003
From: amy at real-time.com (amy at real-time.com)
Date: Tue, 30 Sep 2003 09:24:05 -0500
Subject: [rt-users] automatically including initial requestor email's CCs as CCs for the whole RT process.
In-Reply-To: <20030930134545.GB30655@fsck.com>
References: <2E17AC0ED12EA54F9BEF813457413A640154764D@srvmail1-mtl.montreal.ubisoft.org> <20030930134545.GB30655@fsck.com>
Message-ID: <20030930142404.GD6492@real-time.com>

On Tue, Sep 30, 2003 at 09:45:45AM -0400, Jesse Vincent (jesse at bestpractical.com) wrote:
> 
> 
> 
> On Tue, Sep 30, 2003 at 09:38:18AM -0400, Boris-Michel Deschenes wrote:
> > 
> > Here is what I need to do (in case the subject line is not too clear):
> > 
> > When a requestor sends a request to my RT queue with additional people as
> > CC, I would like RT to include all those CCs in all further correspondence
> > (from the "your request has been approved" message all the way to "you
> > request has been resolved").  The way I see it, RT needs to analyze the
> > requestor's email header, find the CC: field and add the names from the
> > email's CC to the CC of the queue, or something like that...
> > 
> > Anyone ever thought about doing this, is it possible? I know RT is pretty
> > flexible but can we go this far? =)
> > 
> > Any ideas/comments are welcome. Thank you.
> 
> You might want to read through RT's configuration file, paying
> particular attention to ParseNewMessageForTicketCcs.

I tried this myself but can't get it to work.  I've tried all the
following my my RT_SiteConfig.pm:

Set($ParseNewMessageForTicketCcs , 1);
Set($ParseNewMessageForTicketCcs , true);
Set($ParseNewMessageForTicketCcs , 'true');

Please let me know what I'm doing wrong.  Thanks.
-- 
Amy Tanner
amy at real-time.com


From seph at directionless.org  Tue Sep 30 11:11:30 2003
From: seph at directionless.org (seph)
Date: Tue, 30 Sep 2003 11:11:30 -0400
Subject: [rt-users] Re: automatically including initial requestor email's CCs as CCs
 for the whole RT process.
In-Reply-To: <20030930142404.GD6492@real-time.com> (amy@real-time.com's
 message of "Tue, 30 Sep 2003 09:24:05 -0500")
References: <2E17AC0ED12EA54F9BEF813457413A640154764D@srvmail1-mtl.montreal.ubisoft.org>
	<20030930134545.GB30655@fsck.com>
	<20030930142404.GD6492@real-time.com>
Message-ID: <w524qyu71lp.fsf@lame.message.id>

> I tried this myself but can't get it to work.  I've tried all the
> following my my RT_SiteConfig.pm:
>
> Set($ParseNewMessageForTicketCcs , 1);
> Set($ParseNewMessageForTicketCcs , true);
> Set($ParseNewMessageForTicketCcs , 'true');
>
> Please let me know what I'm doing wrong.  Thanks.

you could start by telling us what doesn't work. Specifically, are
people who were cc'ed on the original mail not getting added as ticket
CCs, or are they not getting follow-up messages? If only the latter,
check your scrips.

seph


From bmdeschenes at ubi.com  Tue Sep 30 11:22:59 2003
From: bmdeschenes at ubi.com (Boris-Michel Deschenes)
Date: Tue, 30 Sep 2003 11:22:59 -0400
Subject: [rt-users] Re: automatically including initial requestor email's CCs as CCs
Message-ID: <2E17AC0ED12EA54F9BEF813457413A6401547911@srvmail1-mtl.montreal.ubisoft.org>

> > I tried this myself but can't get it to work.  I've tried all the
> > following my my RT_SiteConfig.pm:
> >
> > Set($ParseNewMessageForTicketCcs , 1);
> > Set($ParseNewMessageForTicketCcs , true);
> > Set($ParseNewMessageForTicketCcs , 'true');
> >
> > Please let me know what I'm doing wrong.  Thanks.
>
>you could start by telling us what doesn't work. Specifically, are
>people who were cc'ed on the original mail not getting added as ticket
>CCs, or are they not getting follow-up messages? If only the latter,
>check your scrips.
>
>seph

I got the same problem and on my side, the people cc'ed on the original mail
are not added as ticket CCs. plain and simple. any idea how to obtain debug
info on this?

thanks
Boris


From amy at real-time.com  Tue Sep 30 11:31:13 2003
From: amy at real-time.com (amy at real-time.com)
Date: Tue, 30 Sep 2003 10:31:13 -0500
Subject: [rt-users] Re: automatically including initial requestor email's CCs as CCs
In-Reply-To: <2E17AC0ED12EA54F9BEF813457413A6401547911@srvmail1-mtl.montreal.ubisoft.org>
References: <2E17AC0ED12EA54F9BEF813457413A6401547911@srvmail1-mtl.montreal.ubisoft.org>
Message-ID: <20030930153113.GE6492@real-time.com>

On Tue, Sep 30, 2003 at 11:22:59AM -0400, Boris-Michel Deschenes (bmdeschenes at ubi.com) wrote:
> 
> > > I tried this myself but can't get it to work.  I've tried all the
> > > following my my RT_SiteConfig.pm:
> > >
> > > Set($ParseNewMessageForTicketCcs , 1);
> > > Set($ParseNewMessageForTicketCcs , true);
> > > Set($ParseNewMessageForTicketCcs , 'true');
> > >
> > > Please let me know what I'm doing wrong.  Thanks.
> >
> >you could start by telling us what doesn't work. Specifically, are
> >people who were cc'ed on the original mail not getting added as ticket
> >CCs, or are they not getting follow-up messages? If only the latter,
> >check your scrips.
> >
> >seph
> 
> I got the same problem and on my side, the people cc'ed on the original mail
> are not added as ticket CCs. plain and simple. any idea how to obtain debug
> info on this?

Same with me - they are not added as ticket CCs.
-- 
Amy Tanner
amy at real-time.com


From auyongtc at hostsync.net  Tue Sep 30 11:32:15 2003
From: auyongtc at hostsync.net (Au Yong Tien Chee)
Date: Tue, 30 Sep 2003 23:32:15 +0800
Subject: [rt-users] Fresh install RT 3.0.6 and then RTFM 2.0.0 - RTFM doesn't show up!
Message-ID: <000601c38768$1dee9770$0202a8c0@auyongtcxp>

Hi all,

I just fresh installed RT 3.0.6 and then proceeded to install RTFM 2.0.0 -
as instructed and restarted my Apache, but the problem here now is that the
new RTFM tab doesn't show up at all in the RT menu!

Anyone facing similar problem? Previously testing on 3.0.5 and RTFM 2.0.0
gave no problem...
Help!

Best regards,
Au Yong




From hari at usva.artofliving.org  Tue Sep 30 12:14:41 2003
From: hari at usva.artofliving.org (Hariharan)
Date: Tue, 30 Sep 2003 12:14:41 -0400 (EDT)
Subject: [rt-users] act on a ticket by email
Message-ID: <45344.129.33.49.251.1064938481.squirrel@webmail.artofliving.org>

Wondering if it is possible to act on a ticket by just using email,
instead of having to go to the website?

thanks

Hari


Hariharan Gopalan
203, Hampton Lee Ct., 2B
Cary, NC 27513
Ph: 919 677 9447





From checkpoint at ozbergs.com  Tue Sep 30 12:25:22 2003
From: checkpoint at ozbergs.com (Stevo)
Date: Tue, 30 Sep 2003 09:25:22 -0700
Subject: [rt-users] RT 3.0.5 "Next" and "Previous" buttons sometimes not displayed
References: <3F7870A6.5030800@ptgrey.com> <0cce01c386b4$a95d38c0$0a02010a@renditionnetworks.com> <3F793EEE.9000302@acronis.ru>
Message-ID: <0dfb01c3876f$7494e320$0a02010a@renditionnetworks.com>

Okay - so what is a 'dead' ticket then??

--Steve

----- Original Message -----
From: "Ruslan U. Zakirov" <cubic at acronis.ru>
To: "Stevo" <checkpoint at ozbergs.com>
Cc: <rt-users at lists.fsck.com>
Sent: Tuesday, September 30, 2003 1:29 AM
Subject: Re: [rt-users] RT 3.0.5 "Next" and "Previous" buttons sometimes not
displayed


> Stevo wrote:
>
> > I also saw something strange after I upgraded from RT2.0.15 to 3.0.6.
> > When I look at the tickets window RT says there are 23 tickets that
> > match the search but only 19 tickets are actually listed...
> >
> > Is this an upgrade bug or a 3.0.6 bug??
>
> It's known miss feature. 4 Tickets match your search but are Dead thus
> don't display.
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>




From michael at ptgrey.com  Tue Sep 30 12:41:56 2003
From: michael at ptgrey.com (Michael Gibbons)
Date: Tue, 30 Sep 2003 09:41:56 -0700
Subject: [rt-users] RT 3.0.5 "Next" and "Previous" buttons sometimes not
 displayed
In-Reply-To: <0dfb01c3876f$7494e320$0a02010a@renditionnetworks.com>
References: <3F7870A6.5030800@ptgrey.com> <0cce01c386b4$a95d38c0$0a02010a@renditionnetworks.com> <3F793EEE.9000302@acronis.ru> <0dfb01c3876f$7494e320$0a02010a@renditionnetworks.com>
Message-ID: <3F79B254.4020002@ptgrey.com>

Steve,

"Dead" was the RT2 term for a Deleted ticket. I'd recommend reading the 
documentation, specifically page 5 of the manual (found here: 
http://www.bestpractical.com/rt/draftmanual.pdf), to determine what 
exactly this means.

Now, does anyone have any idea why the "Next" and "Previous" buttons 
aren't being displayed (the original subject of this e-mail)?

Cheers,
Mike

Stevo wrote:

>Okay - so what is a 'dead' ticket then??
>
>--Steve
>
>----- Original Message -----
>From: "Ruslan U. Zakirov" <cubic at acronis.ru>
>To: "Stevo" <checkpoint at ozbergs.com>
>Cc: <rt-users at lists.fsck.com>
>Sent: Tuesday, September 30, 2003 1:29 AM
>Subject: Re: [rt-users] RT 3.0.5 "Next" and "Previous" buttons sometimes not
>displayed
>
>
>  
>
>>Stevo wrote:
>>
>>    
>>
>>>I also saw something strange after I upgraded from RT2.0.15 to 3.0.6.
>>>When I look at the tickets window RT says there are 23 tickets that
>>>match the search but only 19 tickets are actually listed...
>>>
>>>Is this an upgrade bug or a 3.0.6 bug??
>>>      
>>>
>>It's known miss feature. 4 Tickets match your search but are Dead thus
>>don't display.
>>
>>
>>_______________________________________________
>>rt-users mailing list
>>rt-users at lists.fsck.com
>>http://lists.fsck.com/mailman/listinfo/rt-users
>>
>>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>>
>>    
>>
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>
>  
>
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From myk_lists at yahoo.ca  Tue Sep 30 13:09:18 2003
From: myk_lists at yahoo.ca (Mike White)
Date: Tue, 30 Sep 2003 10:09:18 -0700
Subject: [rt-users] RT starts munging attachments again
In-Reply-To: <3F746A7E.8050409@yahoo.ca>
References: <3F746A7E.8050409@yahoo.ca>
Message-ID: <3F79B8BE.5000803@yahoo.ca>

The solution to this was to install Perl 5.8.1-rc-whatever from Redhat 
Rawhide, and recompile mod_perl and apache against that.  (plus i had to 
CPAN some overwritten modules)

There's a discussion here: 
http://bugzilla.redhat.com/bugzilla/show_bug.cgi?id=87682




Mike White wrote:

> 
> Hi all,
> 
> Thanks to all the help on the list, RT is handling binary attachments 
> properly with the LANG=en_US fix.
> 
> However, ever since the fix was made, RT reverts to the old munging 
> behavior some time during the night and it's broken again in the 
> morning.  All i have to do is
> 
> /var/www/bin/apachectl stop
> /var/www/bin/apachectl start
> 
> as root with LANG=en_US, which makes it work again, but obviously this 
> is not a very good solution.
> 
> my /etc/sysconfig/i18n has LANG=en_US.
> 
> Does apache do something at night to reset itself?  And if so, where 
> does it pull its environment?  Should i recompile it?





From myk_lists at yahoo.ca  Tue Sep 30 13:11:59 2003
From: myk_lists at yahoo.ca (Mike White)
Date: Tue, 30 Sep 2003 10:11:59 -0700
Subject: [rt-users] Re: Notify with Attachments for RT3
In-Reply-To: <3F746C8D.5090205@yahoo.ca>
References: <3F746C8D.5090205@yahoo.ca>
Message-ID: <3F79B95F.5060905@yahoo.ca>

It turns out that i needed

RT-Attach-Message: Yes


In the Admin Comment template for attachments to be attached to 
comments.  (Thanks Ruslan Zakirov!)

Mike


Mike White wrote:

> 
> Hi all,
> 
> I tried to port the excellent NotifyWithAttchment,
> 
> http://www.bestpractical.com/pub/rt/contrib/2.0/NotifyWithAttachment.tgz
> 
> to RT3 by adding the following code as Custom action preparation code to 
> "On Comment Notify AdminCcs as Comment with template Admin Comment" and 
> "On Correspond Notify Requestors, Ccs and AdminCcs with template 
> Correspondence"
> 
> ---------
> my $self = shift;
> 
> $self->SUPER::Prepare() || return 0;
> 
> my $attachments = $self->TransactionObj->Attachments;
> $attachments->GotoFirstItem;
> 
> my $cnt = $attachments->Count;
> $RT::Logger->debug("$self: Adding $cnt atts.\n");
> 
> # skip the first one, it is already attached
> # Why do I have to skip two?
> $attachments->GotoItem(2);
> 
> while (my $message=$attachments->Next) {
>   next unless ($message->Content);
> 
>   my $fname = $message->Filename;
>   $fname =~ s/.*(\\|\/)//g;
>   $RT::Logger->debug("$self: Adding attachment $fname.\n");
> 
>   $self->TemplateObj->MIMEObj->attach(Data => $message->Content,
>                                       Type => $message->ContentType,
>                                       Encoding => "base64",
>                                       Description => $fname,
>                                       Disposisiton => "attachment",
>                                       Filename => $fname);
>  }
> ---------
> 
> 
> However, it seems to only echo out attchments for correspondance, not 
> for comments.  Can anyone see anything wrong?
> 
> Thanks,
> mike
> 
> 
> 



From mick at onramp.ca  Tue Sep 30 13:56:24 2003
From: mick at onramp.ca (Mick Szucs)
Date: Tue, 30 Sep 2003 13:56:24 -0400
Subject: [rt-users] RT 3.0.5 - success:
 procmail:_Couldn't_create_"/var/spool/mail/alias"/did_0+0+1/
Message-ID: <1064944584.17566.151.camel@hal9000.internal.onramp.ca>

I'm not sure if this problem is specific to my installation of 3.0.5
because my mail-logs from prior to my 3.0.5 upgrade have been rotated
off into oblivion.

Message received by RT, Qmail says:

starting delivery 20103: msg 524907 to local rt-hostmaster at domain.ca
delivery 20103: success: procmail:_Couldn't_create_"/var/spool/mail/alias"/did_0+0+1/

Most disturbing, this "success" isn't one - the messages aren't
delivered to the queue and they're not redistributed to the queue's
watchers.  RT just silently eats these messages.

This has been happening for some time and I've only noticed now.

A  nudge in the right direction would be great - looks like a parsing
error or something.

Redhat 9
Mod_perl 1.99_09
RT 3.0.5
-- 
Mick Szucs <mick at onramp.ca>
Onramp Network Services Inc.



From Jeff.Hodge at yuma.army.mil  Tue Sep 30 13:56:02 2003
From: Jeff.Hodge at yuma.army.mil (Hodge, Jeff F (ECIII))
Date: Tue, 30 Sep 2003 10:56:02 -0700
Subject: [rt-users] email notification problem
Message-ID: <DB72D058EA4AD511A89500B0D0D1045A0748525A@yuma-exch1.yuma.army.mil>

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.  
If I comment on the ticket the notification email is again NOT sent out

However if I comment on a ticket and add a name to the cc field a
notification DOES get sent out.

This leads me to believe that the RT-mailgate --comment works, but the
--correspond doesn't work.  Here is my aliases..   Any ideas?


# rt mail gateway setup

rt:"|/opt/rt3/bin/rt-mailgate --queue 'IT' --action correspond --url
http://rt.myserver.com"
rt:"|/opt/rt3/bin/rt-mailgate --queue 'Sales'--action correspond --url
"http://rt.myserver.com"
rt:"|/opt/rt3/bin/rt-mailgate --queue 'Marketing'
--action correspond --url "http://rt.myserver.com"
rt:"|/opt/rt3/bin/rt-mailgate --queue 'Critical Issues
Response' --action correspond --url "http://rt.myserver.com"

rt:"|/opt/rt3/bin/rt-mailgate --queue 'IT'  --action comment --url
http://rt.myserver.com"
rt:"|/opt/rt3/bin/rt-mailgate --queue 'Sales' 
--action comment --url "http://rt.myserver.com"
rt:"|/opt/rt3/bin/rt-mailgate --queue 'Marketing' 
--action comment --url "http://rt.myserver.com"
rt:"|/opt/rt3/bin/rt-mailgate --queue 'Critical Issues
Response'  --action comment --url "http://rt.myserver.com"




tks

-Jeff
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From mick at onramp.ca  Tue Sep 30 14:07:08 2003
From: mick at onramp.ca (Mick Szucs)
Date: Tue, 30 Sep 2003 14:07:08 -0400
Subject: [rt-users] RT 3.0.5 - success:
	procmail:_Couldn't_create_"/var/spool/mail/alias"/did_0+0+1/
In-Reply-To: <1064944584.17566.151.camel@hal9000.internal.onramp.ca>
References: <1064944584.17566.151.camel@hal9000.internal.onramp.ca>
Message-ID: <1064945228.17567.155.camel@hal9000.internal.onramp.ca>

On Tue, 2003-09-30 at 13:56, Mick Szucs wrote:
> I'm not sure if this problem is specific to my installation of 3.0.5
> because my mail-logs from prior to my 3.0.5 upgrade have been rotated
> off into oblivion.

Aha - ignore me.  A colleague installed procmail to filter out
spamassassin tagged messages without telling me he had done so. 
Obviously a problem with his procmail setup is producing this cryptic
success message that's actually a failure.

Thanks,
-- 
Mick Szucs <mick at onramp.ca>
Onramp Network Services Inc.



From hari at usva.artofliving.org  Tue Sep 30 14:12:27 2003
From: hari at usva.artofliving.org (Hariharan)
Date: Tue, 30 Sep 2003 14:12:27 -0400 (EDT)
Subject: [rt-users] Random Errors when replying
Message-ID: <54495.129.33.49.251.1064945547.squirrel@webmail.artofliving.org>

Hi

I am getting errors like the following at random times when I try to reply
to a ticket, and many times it works when I refresh the window, wonder
where the problem could be:

System error

error:  Unsupported conversion: Invalid argument at
/usr/lib/perl5/site_perl/5.6.1/Encode/compat/common.pm line 115.

context:  ...
111:  } map {
112:  Encode::Alias->find_alias($_) || lc($_)
113:  } ($_[1], $_[2]);
114:
115:  my $result = ($from eq $to) ? $_[0] : (
116:  $decoder{$from, $to} ||= Text::Iconv->new( $from, $to )
117:  )->convert($_[0]);
118:
119:  retur


Thanks

Hari




From myk_lists at yahoo.ca  Tue Sep 30 16:01:05 2003
From: myk_lists at yahoo.ca (Mike White)
Date: Tue, 30 Sep 2003 13:01:05 -0700
Subject: [rt-users] RT starts munging attachments again
In-Reply-To: <3F79B8BE.5000803@yahoo.ca>
References: <3F746A7E.8050409@yahoo.ca> <3F79B8BE.5000803@yahoo.ca>
Message-ID: <3F79E101.8080809@yahoo.ca>

Looks like i jumped the gun here.  Since i implemented this fix late 
last night, it took until today around 11 or noon for attachments to 
start being corrupted again.

Maybe i'll play around with Apache's MaxRequestsPerChild..?

Maybe i'll try completely recompiling Perl from scratch.  :(

Any other ideas?

Thanks,
mike



Mike White wrote:
> 
> The solution to this was to install Perl 5.8.1-rc-whatever from Redhat 
> Rawhide, and recompile mod_perl and apache against that.  (plus i had to 
> CPAN some overwritten modules)
> 
> There's a discussion here: 
> http://bugzilla.redhat.com/bugzilla/show_bug.cgi?id=87682
> 
> 
> 
> 
> Mike White wrote:
> 
>>
>> Hi all,
>>
>> Thanks to all the help on the list, RT is handling binary attachments 
>> properly with the LANG=en_US fix.
>>
>> However, ever since the fix was made, RT reverts to the old munging 
>> behavior some time during the night and it's broken again in the 
>> morning.  All i have to do is
>>
>> /var/www/bin/apachectl stop
>> /var/www/bin/apachectl start
>>
>> as root with LANG=en_US, which makes it work again, but obviously this 
>> is not a very good solution.
>>
>> my /etc/sysconfig/i18n has LANG=en_US.
>>
>> Does apache do something at night to reset itself?  And if so, where 
>> does it pull its environment?  Should i recompile it?



From checkpoint at ozbergs.com  Tue Sep 30 16:51:20 2003
From: checkpoint at ozbergs.com (Stevo)
Date: Tue, 30 Sep 2003 13:51:20 -0700
Subject: [rt-users] Limiting Who Can Open Tickets
Message-ID: <0eb301c38794$9a814ae0$0a02010a@renditionnetworks.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




From Keith.Hochberg at mtvi.com  Tue Sep 30 17:04:43 2003
From: Keith.Hochberg at mtvi.com (Hochberg, Keith)
Date: Tue, 30 Sep 2003 17:04:43 -0400
Subject: [rt-users] change highest priority tickets I requested...
Message-ID: <5F29693503507B4FB4032686ADF862673B5A51@mtviny25.mtvi.com>

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 contact at realcarbonneau.com  Tue Sep 30 20:43:50 2003
From: contact at realcarbonneau.com (Real Carbonneau)
Date: Tue, 30 Sep 2003 20:43:50 -0400
Subject: [rt-users] Custom Fields do not work in RT 3.0.5 Self Service
Message-ID: <01ba01c387b5$17b34200$6401a8c0@main>

Hi All,

 

It seems that custom fields do not work in RT 3.0.5 Self Service.  Obviously
the custom fields per queue does not work either, and this seems to be a
bigger problem because the queue is only available during the creation of
the ticket and not before, therefore at the time of generating the ticket
custom fields, the selected queue is not yet known.

 

Are there any plans to correct these problems / add the functionality? 

 

What is the procedure and documentation relating to standards of development
and having changes included into the standard RT?

 

Real

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From jesse at bestpractical.com  Tue Sep 30 21:47:26 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 30 Sep 2003 21:47:26 -0400
Subject: [rt-users] RTFM - Users can't see articles
In-Reply-To: <000801c38686$c2698220$0202a8c0@auyongtcxp>
References: <000801c38686$c2698220$0202a8c0@auyongtcxp>
Message-ID: <20031001014726.GI30655@fsck.com>



On Mon, Sep 29, 2003 at 08:39:34PM +0800, Au Yong Tien Chee wrote:
> Hi all,
> 
> I'd like to know what permissions need to be set in order for my
> unprivileged users to see the RTFM articles? I've already set Everybody to
> SeeClass and ShowArticle, but still when I log in as a normal user (not
> staff), I can't even see the RTFM tab on the left! :(


In short, the selfservice interface to RTFM isn't done yet and isn't a
part of 2.0

> Best regards,
> Au Yong
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

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


From jesse at bestpractical.com  Tue Sep 30 22:28:58 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 30 Sep 2003 22:28:58 -0400
Subject: [rt-users] Custom Fields do not work in RT 3.0.5 Self Service
In-Reply-To: <01ba01c387b5$17b34200$6401a8c0@main>
References: <01ba01c387b5$17b34200$6401a8c0@main>
Message-ID: <20031001022858.GM30655@fsck.com>



On Tue, Sep 30, 2003 at 08:43:50PM -0400, Real Carbonneau wrote:
> Hi All,
> 
>  
> 
> It seems that custom fields do not work in RT 3.0.5 Self Service.  Obviously
> the custom fields per queue does not work either, and this seems to be a
> bigger problem because the queue is only available during the creation of
> the ticket and not before, therefore at the time of generating the ticket
> custom fields, the selected queue is not yet known.
> 
> Are there any plans to correct these problems / add the functionality? 
 
Some, though no timeframe.

> 
> What is the procedure and documentation relating to standards of development
> and having changes included into the standard RT?

RT::StyleGuide should be in recent releases. And we evaluate all patches
sent to rt-bugs at fsck.com

	Best,
	Jesse

> 
> Real
> 

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


From jesse at bestpractical.com  Tue Sep 30 22:47:40 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 30 Sep 2003 22:47:40 -0400
Subject: [rt-users] Random Errors when replying
In-Reply-To: <54495.129.33.49.251.1064945547.squirrel@webmail.artofliving.org>
References: <54495.129.33.49.251.1064945547.squirrel@webmail.artofliving.org>
Message-ID: <20031001024740.GR30655@fsck.com>



On Tue, Sep 30, 2003 at 02:12:27PM -0400, Hariharan wrote:
> Hi
> 
> I am getting errors like the following at random times when I try to reply
> to a ticket, and many times it works when I refresh the window, wonder
> where the problem could be:

You really, really, really want to upgrade to perl 5.8.0. Perl 5.6's
unicode handling is...dodgy at best.

	Jesse

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


From dhageman at eecs.ku.edu  Tue Sep 30 23:27:53 2003
From: dhageman at eecs.ku.edu (D. Hageman)
Date: Tue, 30 Sep 2003 22:27:53 -0500 (CDT)
Subject: [rt-users] Abandoning RT Not for the faint of heart
In-Reply-To: <20031001192400.GA9756@hubinternet.com>
References: <20031001185800.GD9430@hubinternet.com>
 <Pine.NEB.4.44.0310011203560.4828-100000@slick.sigje.org>
 <20031001192400.GA9756@hubinternet.com>
Message-ID: <Pine.LNX.4.58.0309302223500.1691@moko.dracken.com>

Actually I had the similar issue.  I discovered that for some reason under 
the environment I was running under (apache 1.3.27, mod_perl 1.28, etc) 
that the ref() function in perl wasn't working correctly.  It would work 
if I loaded up some ref() test code without the other RT stuff, but 
whenever I loaded up the full RT environment it would stop working.  
Essentially without ref() working properly ... it can't properly 
authenticate you (the code for the ref that I was speaking in exists in 
DBIx::SearchBuilder).  I couldn't get anyone to assist me on this issue 
either ...


Solution:  I now run RT under Apache2 with mod_perl 1.99 and it works 
just fine.




On Wed, 1 Oct 2003, 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.
> 
> 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 <rt at linuxguy.com>
> > >To: "Sullivan, Robert (HQP)" <Robert.Sullivan at rhi.com>
> > >Cc: 'Walt Reed' <rt at linuxguy.com>, 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
> 

//========================================================\\
||  D. Hageman                    <dhageman at eecs.ku.edu>  ||
||  Information Specialist        3042 Eaton Hall         ||
||  Phone: 785.864.3923                                   ||
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